COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to create an AirLiquide-Guest wifi account in order to be able to connect by their private devices to the internet in the office or to allow an external user to connect to it. BEFORE YOU START: For non-corporate devices or mobile devices with a Mixed Usage profile, the current WiFi@MyDevice and WiFi@Guest networks are merged into a unique network: AirLiquide-Guest. This service replaces the previous WiFi@MyDevice and WiFi@Guest. Account creation is done via the new wifi portal. Whether its for a personal device, a subcontractors device or for a recurring guest, clicking on AirLiquide-Guest from the network settings will redirect users to a portal from which they can request access. The Wi-Fi network (SSID) AirLiquide-Guest provides high-quality internet connectivity to unenrolled devices (guests, subcontractors, or Air Liquide personal devices). No access to the Air Liquide intranet application is allowed with this network. An approval by an Air Liquide employee (or a subcontractor with a Google Kite Account) is mandatory. You can share with user the End User Guide from My IT corner for future consults STEPS: 1. The user selects on his device the AirLiquide-Guest network 2. The user opens a web browser (Chrome, Safari, Microsoft Edge, ). He is redirected to the Wi-Fi Guest form. 3. The user clicks on Request an access as a Guest button 4. The user fulfills the form with his personal info (last name, name, email address) and provides the email address of his Air Liquide contact (he must be an Air Liquide employee or a subcontractor with a Google Kite Account). If you want to connect your personal device, you can be your own validator. 5. The user must agree to the Terms and Conditions and click on the Register button. 6. An e-email is sent to the Air Liquide contact for account approval. 7. Account creation is over once the Air Liquide contact approves it. -The user must accept the Acceptable Use Policy. -On the Welcome page, the user must click on the Continue button 8. The connection to AirLiquide-Guest is automatic. 9. An email has been sent to the user with his credentials for further connection. 10. For any further connection, the user must log with his credentials on the Wi-Fi Guest portal. Note: The approver must be an Air Liquide employee or a subcontractor with a Google Kite Account. In the case of his personal device, an AL employee can be the approver.For user's own personal devices, put simply user's own Kite address (@airliquide.com, @seppic.com, @airgas.com, ) as a sponsor when prompted and user needs to validate the request directly from their mailbox.By default, the Wi-Fi access granted on the AirLiquide-Guest network has a duration of 7 days regardless of the requesting device. As a sponsor, you can go to the Wi-Fi Portal to reduce or extend this duration (up to 180 days) LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related line Explanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO-NET-Wifi Category: Devicessubcategory: connectivity Configuration item: GIO_NET_WIFI_CORE - PROD Resolution Notes: Assisted user with creating a wifi guest account on the AirLiquide Guest Portal. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: Air Liquide Service Desk procedure for assisting user with Hardware requests or replacements New Hardware Request/ReplacementAccessory Request/ Replacement BEFORE YOU START: NEVER SUBMIT ANY REQUEST ON BEHALF OF USER, INSTEAD GUIDE USERS THROUGH myITcorner, OR SHARE THE DIRECT LINK WITH THEM LOANER EQUIPMENT NEEDS TO BE REQUESTED THROUGH myITcorner, SD SHOULD NEVER ASSIGN INCIDENT TICKETS TO FS TEAMS REQUESTING FOR LONER EQUIPMENT. Always validate if the computer is under warranty or out of warranty by Accessing to the Dell Support site and entering the service tag of the computer and attach it to your ticket If the computer is still in warranty, do not submit a request for replacement, open an incident and assign it as per KB0041778 Canada E&C Users Assign the CATTASK ticket to GIO-EUS-ITAM-AME-L2. Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: If user is requesting new or replacement Hardware/Accessories including Office Telephony advice the user to complete the request catalog in My IT Corner.Order Something > Devices & Telephony Windows Desktop - For office workers Standard DesktopNon-Standard Hardware: To order hardware that is not part of the Air Liquide standard. Not standard accessories.Transfer a device:To transfer or move a device to a new user and request reconfiguration if necessary Windows Laptop - For users working remotely Standard Laptop (Canada)Executive Windows Laptop (Does not include a laptop bag)Transfer a device:To transfer or move a device to a new user and request reconfiguration if necessary Smartphones & tablets Order a mobile data hotspot for international travelers: Data roaming hotspot, anywhere in the world at preferential ratesOrder a mobile device only: Mobile device renewal or new device without sim card/subscription ( includes Tablets )Order a SIM card: Renew or get a new line Accessories - For Air Liquide hardware users Standard MonitorStandard Desktop Accessories Standard Laptop Accessories Executive Windows Laptops Accessories Docking StationTwo-button Wired MouseWired KeyboardPower AdaptorMonitor Cables HDMI to Display PortHDMI to DVIHDMI to VGA Executive Windows Tablet Accessories Universal DockDigital PenTwo-button Wired MiceWired KeyboardUniversal Power AdaptorMonitor Cables DVI to DVIHDMI to DVI Non-Standard Computer AccessoriesNon-Standard Computer Accessories Non-Standard Hardware: To order hardware that is not part of the AL standard. Not standard accessories. Special Order Hardware Executive Windows Tablet: Lightweight, high resolution screen tabletNon-Standard Hardware: To order hardware that is not part of the AL standard. Not standard accessories.Loaner devices LOGGING CATEGORISATION: 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyItCorner Assistance Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Hardware Resolution Notes: MyITcorner assistance request form submitted.
COUNTRY/REGION: ARGENTINA ENTITY: BIS AMER SYMPTOMS: Air Liquide Argentina support model for local applications and infrastructure. BEFORE YOU START: Air Liquide Argentina S.A. is one of the local entities in Argentina, also known as ALASA. Air Liquide Americas Business Services S.R.L. is one of the local entities in Argentina, also known as BSC or ALABS. Make sure the user is requesting non-standard Air Liquide support, for Air Liquide standard support follows the standard support model. STEPS: If the user is requesting or reporting an issue with the following Non-Standard, route the ticket to the assignment group. Non-standard infrastructure: Telephony systems. PBX: Avaya. Mobile phones: For any service - INCLUDING ROAMING - or hardware request submit myITcorner form Mobile phone or service LatamSecurity System (CCTV): aduana en planta (AFIP). For CCTV issues reported, users must submit a ticket directly in MiClaroSite AdHoc must be closed as informative.Local printers (only after basic troubleshooting failed) * Make sure to use the Business Service: GIO - EUS - UWP - Hardware service Replacement of computer accessories when they have a physical damage. Non-standard applications or websites: Installation of Applications in TAX Server ARGENTINA Axiodis Comprimido: If End User is reporting issues with the application, refer to them to contact the vendor first at support@soportemaplink.zendesk.comIf End User is reporting issues connecting to the application, make sure configuration access is as following: Client: Remote Desktop ConnectionServer: SA-AR-AXIODISUsername: DOMAIN\Windows UserPassword: Windows Password LOGGING CATEGORISATION: Assignment group (if not L1): GIO-EUS-FS-ARGENTINA-L2 Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident/Adhoc ARTICLE TYPE: Assignment TEAM: OSS
aduana, afip, air, air liquide argentina s.a. - support model ame air liquide americas business services s.r.l. mobile phones telephony system (pbx) avaya\n local printers security system (cctv) aduana en planta (afip) windows shared drives windows shared folders sa-ar-nef01 axiodis south america sam sa ar-alasa ar-alabs bsc ar gio-eus-fs-argentina-l2 arg argentina, airliquide, ame, america, americas, ar, ar-alabs, ar-alasa, arg, argentina, avaya, axiodis, bsc, business, camera, cameras, cctv, cellular, cellular data, cerrado, circuito, circuito cerrado, com, corp, data, de, drives, en, english, folders, gio-eus-fs-argentina-l2, juan, liquide, local, lungaro, mobile, mobile data, model, pablo, pbx, pena@am, phones, planta, printers, roaming, sa, sa-ar-nef01, sam, security, services, shared, software, south, support, system, telephony, video, video vigilance, vigilance, windows
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KB0011931
Citrix - Install Citrix Receiver (Online plug-in)
English
a.pena@am.corp.airliquide.com
650
Pierre-Eric SAVARY
Uncategorized
Published
2025-08-25 16:48:09
5
GIO Service Desk
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GIO - EUS - Service Desk
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177
2025-08-25 16:45:04
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GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to have Citrix Receiver installed on his/her pc. STEPS: Guide the user in My IT Corner and order the citrix software Other articles regarding Business Partners: KB0011681 CARM - Business Partner account creation (EU) KB0012197 REFERENCE: User with Business partner account needs to install citrix on a non AL computer KB0012196 SITUATION SOLUTION: Windows passwords reset for AL Business partner account - Xerox and Canon KB0011678 REFERENCE: Difference between subcontractor and business partner account LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog item Explanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: "Show where to go" request submitted. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS - Google Suite - transfer ownership of google data of employee left more than 30 days ago
English
a.pena@am.corp.airliquide.com
1211
Harold OUSSET
Uncategorized
Published
2025-08-20 15:46:23
5
GIO Service Desk
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GIO - EUS - DWP - MyGoogleSuite
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NaN
NaN
251
2025-08-20 15:43:42
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GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that they need to transfer the Ownership transfer of all Drive data, or Apply a temporary Google mail forwarding or Extract Google mail to someone else as the current owner is leaving the organization soon. BEFORE YOU START: This request only to be used if the user has left the company more than 30 days ago (account suspended in CARM) After the request was created in My it corner they have to create also a request in carm for leaver's account termination (KB0011807) - if this is not done, the kite team usually closes the request with a note that first user's carm account has to be inactive. Please note, in order to be able to raise this request the current owner of the shared folder should be still in SERVICE NOW! From the departure of the user and before the freeze period, there is a 30 days period where it is possible to request a: Transfer of ownership of all Drive dataTemporary email forward (for 30 days)Google mail data extraction (Mbox file) STEPS: If the original owner was suspended more than 30 days ago and, as no one requested the transfer, all the data was automatically transferred to a Service account. In order to get back the ownership from the service account, the IT Approval or Budget Approval needs to submit an Open Demand as explained in this document: https://docs.google.com/presentation/d/1UNM5srsTkbmV7euihCXK7bBPMZKVYo4Ggk990k4SWT4/edit?usp=sharing (End users cannot open demand, only the IT Approval or Budget Approval , so the agent has to redirect the user, but the guide can be shared) A process memento and useful links can be found in this other document: https://docs.google.com/presentation/d/1IlVOz4TWMF2qogGKCqFOUuMj7HKu2MtgrG6ml4pP9Yc/edit?usp=sharing Note that as a GIO request, it needs to be raised by an authorized Manager or IT Approval or Budget Approval and the support team cannot help you with this request. In case they need to recover the ownership of less than 5 files, the user can submit this other request on My It Corner: Digital Workplace Kite - Account - Request access to a document belonging to a third party Note that this request is not valid for Folders To request access to a document belonging to a third party (5 documents max) https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=216fb2441b4b0990463b5205604bcbd1&sysparm_category=4aefd2614f9616009864ca1f0310c7c0 Additional Option added New option added "Ownership transfer of Looker Studio data (formerly Google Data Studio)" to request the transfer of Looker Studio data of a user who has left the company. New important note added: Transfer of drive data, forward of Emails and providing extract of Emails to a non Air Liquide account (external account) is not authorized. Please inform the help desk agents about this change to better support end users and redirect them directly to the request below (based on user`s location) and not create adhoc request for all demands concerning: For EU/AMEI/APAC: Employee leave - Google account termination options For AME: Gmail and Drive Forwarding Request - Ownership transfer of all Drive data- Apply a temporary Google email forwarding- Extract Google email data- Cancel future Calendar events- Ownership transfer of Calendar events (only future, non-private events with at least 1 guest or resource) Once request has been completed see Google Kite - How to Access Gmail and Shared Drives Data Transfered (GLOBAL) for how to access the GMAIL emails forwarded and/or the GDrive data transferred. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog item Explanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: application Subcategory: Support/ Assistance Resolution Notes: Informed user that an Open Demand must be raised to get Google data transferred of user who left the company more than 30 days ago. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
MIR INC0600232 - The site is down - 2006R33749 (June 27th, 2020)
English
abderrahim.belaabas@am.corp.airliquide.c
1
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:07
12
Major Incident Reports
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2020-06-28 12:55:55
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GIO-NET-OPERATIONS
Date : 2020-06-27 Document Owner: Mohamed Ali ELBAZ-SC Department : GIO-NET-OPERATIONS This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report - INC0600232 - JUNE 27th 2020 The site is down Executive Summary On June 27th 2020, around 05:35 AM, We have created the ticket N° INC0600232 with critical priority P1 regarding a routing Node Down: FR250-RT01 located in CARQUEFOU (FRANCE). Opened Date: 2020-06-27 05:35:11 Resolved Date: 2020-06-29 02:21:25 The incident have been resolved, leading to a service disruption around two days. Root cause analysis Access Media: It was a routing issue related to ISP (OBS) According to OBS there was grouped outage that impacted our service and it's over => the fault is corrected after intervention’s OBS Major items in the action plan Performing the primary checks, and according to the logs, SFR teams had seen that it was a line issue from OBS Coordination between OBS and the site customer Overall Incident Timeline Action plan (to prevent recurrence, to prevent delay in resolution...) n° action Priority Type Owner Deadline 1 Performing the primary checks Coordination between OBS and the site customer High Active SFR L1 NA (ISP) 2 3 Version: V1.0 Date: June. 30th 2020 Author(s): Youness KHARBOUCH Service validation Date: Approver(s): Quality validation Date: Approver(s):
2006r33749, 2020, 27th, abderrahim, airliquide, belaabas@am, bis, bis europe, corp, down, english, europe, giddey-sc, inc0600232, june, mir, site, tim
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KB0018672
MIR INC0631003 - The site is down -2009N89856 -2009N89857 (September 19th, 2020)
English
abderrahim.belaabas@am.corp.airliquide.c
0
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:08
11
Major Incident Reports
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NaN
NaN
NaN
0
2020-09-19 19:19:18
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NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down -2009N89856 -2009N89857 INC0631003 - September 19th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 7 Hours 37 Minutes Executive Summary Classification : "Major connectivity outage" On September 19th, 2020 at 09:42 GMT Monitoring reported an incident, affecting all users at that site The symptoms of the incident were total loss of service The a priori root cause was a hardware issue at ISP Level The resolution of the incident consisted in waiting for the ISP service to be resumed On September 19th, 2020 at 17:19 GMT, the incident is resolved, leading to a service disruption of 7 Hours 37 Minutes A priori root cause as known at incident resolution : Access Media Major steps leading to incident resolution1 September 19th, 2020 11:42:02 The ticket was created . 11:44:48 The tciket assigned to L1 engineer and started the verification. 11:48:56 The ticket put in pending state as the site is not opened during the weekend. 12:34:36 OBS tickets opened for the main and backup line 13:36:42 OBS informed us by phone that the the area is impacted by a major outage in OBS's DSLAM. 18:46:34 L1 engineer checked the site and became up. 18:56:32 L1 engineer called OBS and confirmed that the DSLAM issue has been resolved Initial root cause 19:19:18 The ticket closed and OBS confirmed that the DSLAM issue has been resolved . Actions plan OBS scope External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042127.
-2009n89856, -2009n89857, 19th, 2020, abderrahim, airliquide, amei, belaabas@am, bis, bis amei, corp, down, english, giddey-sc, inc0631003, mir, september, site, tim
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KB0015866
MIR INC0543977 - The site is down-[Main: 2001H21066 / Backup:2001H21303] [E3] (January 28th, 2020)
English
abderrahim.belaabas@am.corp.airliquide.c
1
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:05
11
Major Incident Reports
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0
2020-01-28 18:20:49
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GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down-[Main: 2001H21066 / Backup:2001H21303] [E3] INC0543977 - January 28th, 2020 Timezone : GMT Total outage duration : 7 Hours 50 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification : "Major connectivity outage" On January 28th, 2020 at 09:29 GMT+1, Monitoring reported an incident, affecting FLOIRAC VITALAIRE - FR472 and impacting 85 users. The symptoms of the incident were a total loss of connectivity for both of the routers, main and backup. The a priori root cause was a fiber cut on the local ISP. The resolution of the incident consisted in repair the fiber. On January 28th, 2020 at 17:20 GMT+1, the incident is resolved, leading to a service disruption of 7 Hours 50 Minutes A priori root cause Fiber broken, following a civil work on the OBS network Major steps leading to incident resolution1 January 28th, 2020 10:30 : Primary check. 12:00 : 3rd level escalation near OBS. 17:00 Confirmation from OBS that everything works well again External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041776. Version: V1.0 Date: Author(s): Abderrahim BELAABAS-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
2001h21066, 2001h21303, 2020, 28th, abderrahim, airliquide, backup, belaabas@am, bis, bis home healthcare, corp, down-, e3, english, giddey-sc, healthcare, home, inc0543977, january, main, mir, site, tim
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KB0019864
MIR INC0695834 - SPLUNK/Unix: Process Status is stopped for dw.sap on EU-EPACI-PROD (February 12th,
MIR INC0558542 - Major Incident in Brazil - Many sites are down ( Including DC BR000 ) - 4485471 -
English
adam.samine@am.corp.airliquide.com
4
Tim GIDDEY-SC
Uncategorized
Published
2021-11-09 10:12:13
15
Major Incident Reports
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0
2020-03-04 5:22:40
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GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major Incident in Brazil - Many sites are down ( Including DC BR000 ) - 4485471 - 4485538 (for RFO) INC0558542 - March 4th, 2020 Timezone : GMT Total outage duration : 39 Minutes Executive Summary Classification : Major Network Outage On March 4th, 2020 at 02:51 GMT (23:51 Local Time), Monitoring tools reported an incident, affecting multiple remote sites in Brazil. No incident has been reported by end users due to the issue occurring out of business hours. The symptoms of the incident were total loss of connectivity between the Brazil data center (BR001) and multiple non-hybrid, remote MPLS connected sites. The root cause is unknown as before being able to obtain the primary check results by the local contact, the network connectivity was restored. On March 4th, 2020 at 03:30 GMT (00:30 Local Time), the incident is resolved, leading to a service disruption of 39 Minutes Problem ticket PRB0041849 has been created to track the action plan of following up with Telefonica for possible root cause. Root cause Line issue. No RFO provided by the ISP Major steps leading to incident resolution1 March 4th, 2020 03:10 : Contacting the ISP to investigate from their side.. 03:11 : Contacting the Local contact for primary checks 03:30 : All Sites Are UP. No Power outage on the Datacenter (BR000) 03:54 : Notification sent to the ISP to get the RFO Action Items External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041849. Version: V1.0 Date: Author(s): Adam SAMINE-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0699349 - The site is down - 2102E64665 (February 21st, 2021)
English
adam.samine@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:18:05
16
Major Incident Reports
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0
2021-02-21 11:42:26
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GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down - 2102E64665 INC0699349 - February 21st, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 13 Minutes Executive Summary Classification : Major connectivity outage On February 21st, 2021 at 00:39 GMT Monitoring reported an incident, without user impact in GELSENKIRCHEN - DE034 The symptoms of the incident were total loss of service. The root cause was an ISP maintenance for which we had not been informed in advance The resolution of the incident consisted in waiting for the service to be resumed. On February 21st, 2021 at 1:53 GMT, the incident is resolved, leading to a service disruption of 1 Hour 13 Minutes Major steps leading to incident resolution1 February 21st, 2021 Waiting for service to resume, interruption of service was on Sunday so no user impact Initial root cause Maintenance on the ISP network Actions plan Waiting for service to resume External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042408.
2021, 2102e64665, 21st, adam, airliquide, bis, bis europe, com, corp, down, english, europe, february, giddey-sc, inc0699349, mir, samine@am, site, tim
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KB0055431
MIR INC1699423 - [Monitoring] Site down - AL-ZA001-SSFR-RT01 Unavailable by ICMP ping [Vodacom CINC
COUNTRY/REGION:*FRANCE* ENTITY:*BIS HOMEHEALTHCARE* SYMPTOMS: User calls about ODIGO application data or functional issue Pink Soda - version of Odigo BEFORE YOU START: THIS IS APPLICABLE ONLY FOR FRENCH BIS HOME HEALTHCARE USERS! ODIGO uses WEBEX phone number, as a result often the issue is not related to ODIGO, instead to WEBEX STEPS: ALWAYS ASK IF THE ISSUE IS ON ODIGO OR ON WEBEX side (in case of WebEx, always test the line by calling the number ) Either way, ask what exactly is the problem (what is the current case and what is expected), and examples are needed Confirm the issue is with ODIGO or the issue is with the phone number, if the issue the WebEx phone number < test the line -> add the result to the ticket!! - Send user this file : https://docs.google.com/spreadsheets/d/1iYJ4hL-7h2in5IuKf5iJC0R5CAlXsoslnAsIUC1C9Ig/edit?usp=sharing and ask him to do a copy and return completed (agent concerned, called number, calling number, call time and call reference ="RFAP" are needed to open a ticket at ODIGO hotline) - Do a screenshot of message error - Ask user what kind of action cause this message error LOGGING CATEGORISATION: Business service: BHC - CEX - Odigo / GIO - NET - Office Telephony Configuration item: ODIGO - PROD / Webex Calling - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1):BHC-SUPPORT L1 / GIO-NET-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
adrienn, airliquide, bazonnard, bts, business, business objects, care, com, corp, english, functional, health, health care, healthcare, hhc, homecare, issues, kiss@eu, marie-cecile, number, objects, odigo, phone, phone number, pink, pink soda, soda, webex, webex phone number
NaN
KB0020037
MIR INC0696240 - Network Outages (February 15th, 2021)
English
Ahmad.TALHA@am.corp.airliquide.com
2
Tim GIDDEY-SC
Network / Connectivity
Published
2022-01-03 16:58:02
29
Major Incident Reports
NaN
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NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
0
2021-02-24 23:29:03
#########
NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report EZVPN Network Outages INC0696240 - February 15th, 2021 Timezone : GMT-5 Total outage duration : 3 Days 4 Hours 46 Minutes Executive Summary Classification : Major connectivity outage On February 15th, 2021 at 02:37 CST Monitoring reported an incident affecting all EZVPN connection in North America, impacting network connectivity at 145 Airgas locations. The symptoms of the incident were loss of all network services. The root cause was that the circuits providing service to the EZVPN service were impacted by severe winter weather in Houston Texas which caused rolling power outages and infrastructure failure at the ISP level. Normally we have geographical diversity in place for all important systems but due to the old EZVPN infrastructure device were not moved and kept in one location for troubleshooting if needed. Incident was resolved when weather conditions improved and the power was restored allowing the ISP facilities to regain service along the entire path of the circuits. On February 18th, 2021 at 07:23 CST, the incident is resolved, leading to a service disruption of 3 Days 4 Hours 46 Minutes Major steps leading to incident resolution1 February 15th, 2021 02:37 : Initial loss of the EZVPN services due to provider outages in Houston Texas. 07:30 : A bridge call was opened to work the outage and high level escalations with the providers were initiated. February 16th, 2021 08:00 : Escalations ongoing with the ISPs, circuits are still impacted by the outage. The decision was made to start migrating any sites where OOB access was available to DMVPN to restore service at critical locations. A plan was put in place to identify locations that could be migrated. 18:00: The first location was successfully migrated to DMVPN restoring service to that site. Migrations ongoing throughout the night where possible. February 17th, 2021 08:00 : The circuits are still impacted by the outage. Several additional sites were migrated to DMVPN. Additional locations were identified by the business for migration to DMVPN. Ongoing efforts throughout the day to continue restoring service to the sites that had been identified. 08:00 : High level escalations are still ongoing with the provider. 20:00 : 11 Sites migrated to DMVPN throughout the day to restore services. February 18th, 2021 07:00 : Several additional sites were migrated to DMVPN overnight. Additional locations were identified by the business for migration to DMVPN. Ongoing efforts throughout the day to continue restoring service to the sites that had been identified. 07:23 : The circuits restored providing access to the EZVPN services. Although the service restored, the provider did not confirm stability of their infrastructure. The decision was made to continue migrating sites to DMVPN until the service was confirmed stable. 20:00 : 15 Sites migrated to DMVPN throughout the day to restore services. February 19, 2021 20:00 : 22 Sites migrated to DMVPN as part of ongoing efforts to ensure service availability. The ISP's confirmed the service was stable and further migrations were stopped. Initial root cause The circuits providing service to the EZVPN service were impacted by severe winter weather in Houston Texas which caused rolling power outages and infrastructure failure. Also, normally we have geographical diversity in place for all important systems but due to the old EZVPN infrastructure device were not moved and kept in one location for troubleshooting if needed. Actions plan Migrate all remaining EZVPN sites and connections to DMVPN to provide redundancy and geographical diversity to the service, there is an ongoing project. owner - Service Delivery team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042419.
MIR INC0545857 - The site is down - 2002I34148 (February 1st, 2020)
English
ahmed.nicha@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:05
13
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2020-02-01 15:51:17
#########
NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Date : 2020-17-02 Document Owner: Oussama CHENAOUI–L1 SFR support team for Air Liquide Department : SFR L1 support This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report - INC0545857 - February 01th 2020 The site is down Executive Summary On February 01th 2020, around 04:34 AM, We have created the ticket INC0545857 with critical priority P1 regarding a lost the connection with tree routers PT002-RT01 located in MIRAFLORES - PORTUGAL. Opened Date: 2020-02-01 04:34:16 Resolved Date: 2020-02-01 08:51:15 The incident have been resolved, leading to a service disruption around 4H30 min. Root cause analysis It was a power issue confirmed by the customer Major items in the action plan SFR support team has follow up this incident with the site customer during the power reestablishment Action plan (to prevent recurrence, to prevent delay in resolution...) n° action Priority Type Owner Deadline 1 Following up the power reestablishment with the site customer High Active SFR L1 01th of February 2 3 Version: V1.0 Date: February. 17th 2020 Author(s): Youness KHARBOUCH Service validation Date: Approver(s): Quality validation Date: Approver(s):
1st, 2002i34148, 2020, ahmed, airliquide, bis, bis europe, com, corp, down, english, europe, february, giddey-sc, inc0545857, mir, nicha@am, site, tim
NaN
KB0028632
MIR INC0987763 - DC is down - 222025660 (July 28th, 2022)
English
ahmed.nicha@am.corp.airliquide.com
7
Aimane MAHRIA
Uncategorized
Published
2022-12-12 10:37:32
18
Major Incident Reports
NaN
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NaN
NaN
NaN
NaN
NaN
1
2022-07-29 0:45:17
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INC0987763
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report DC is down - 222025660 INC0987763 - July 28th, 2022 Timezone : GMT/CT/GMT+2/ Total outage duration : 4 Hours 45 Minutes Executive Summary Classification : Major connectivity outage On July 27th, 2022 at 11:54 GMT-5, Monitoring detected ALIZENT Canada Head Quarter was isolated. A large fiber cut in the Montreal metropolitan area caused by construction raised an outage of the primary connection between the floors of the Montreal head office and the Montreal data center. This resulted in a complete network outage of all services at the Montreal head office. GIO teams restored the connection when the primary circuit was placed back in production restoring services. On July 28th, 2022 at 15:54 GMT-5 the incident was resolved, leading to a service disruption of 4 Hours 55 Minutes The primary root cause of this incident was the fiber cut within the Montreal area causing the service impact to Air Liquide. Major steps leading to incident resolution1 July 28th, 2022 13:01 GMT-6: Monitoring detected the Montreal office was down 13:40 GMT-6 Suspected reason for outage is due to Fibre Cut in Montreal : 14:02 GMT-6 ISP, and Al Team joined a call to troubleshoot 15:53 GMT-6 Issue is resolved Initial root cause 15:54 GMT-5 : The primary root cause of this incident was the fiber cut within the Montreal area causing the service impact to Air Liquide. Actions plan Review failover configuration & scripts Ahmed Completed Connect both CA000 and CA001 with direct fiber Ongoing External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043595.
MIR INC1176825 - OKTA - Okta Verify on PC Not working (May 17th, 2023)
English
aimad.assarrar@eu.corp.airliquide.com
0
Mehdi GASMI
OKTA / Mobile Enrollment
Published
2023-08-21 17:35:56
7
Major Incident Reports
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
0
2023-05-17 16:20:35
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INC1176825
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
NaN
., 17th, 2023, aimad, airliquide, assarrar@eu, com, corp, english, gasmi, hardware, inc1176825, may, mehdi, mir, not, okta, pc, verify, working
NaN
KB0050166
MIR INC1416752 - No corporate wifi for Europe and Americas Sites (May 22nd, 2024)
English
aimad.assarrar@eu.corp.airliquide.com
26
Zineb MELAIKIA-SC
Network / Connectivity
Published
2024-06-10 23:02:33
7
Major Incident Reports
NaN
#########
NaN
GIO - SEC - IAM Infrastructure
NaN
NaN
NaN
0
2024-05-22 14:27:17
#########
INC1416752
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
NaN
2024, 22nd, aimad, airliquide, americas, assarrar@eu, com, corp, corporate, english, europe, inc1416752, may, melaikia-sc, mir, no, sites, wifi, zineb
NaN
KB0055953
MIR INC1738236 - NO WIFI Network on several HHC BS0 site (May 26th, 2025)
English
aimane.mahria@eu.corp.airliquide.com
10
NaN
Network / Connectivity
Published
2025-06-23 14:55:46
5
Major Incident Reports
NaN
#########
NaN
GIO-CS-EUR-Network LAN
NaN
NaN
NaN
0
2025-05-26 14:46:51
#########
INC1738236
GIO-NET-SUPPORT L3
NaN
2025, 26th, aimane, airliquide, bs0, com, corp, english, hhc, inc1738236, mahria@eu, may, mir, network, no, several, site, wifi
NaN
KB0039936
Shipment Don't Appear in the User HHC
English
alberto.urbina@sa.corp.airliquide.com
25
Alberto URBINA
Uncategorized
Published
2025-06-18 19:42:54
13
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
1
2023-06-28 17:17:26
#########
NaN
ALZ-EU-GCS-Returnable Assets-L2
Shipment don’t appear in the User HHC When this problem occurs, we need to follow the next steps: Use the Full shipment structure script (View at the bottom of this document) to verify if all the Legal_Biz_ID fields contain data. If we see any missing registry, it’s necessary to put the value manually, we can use the BIZ_ID to put the same value in the Legal_Biz_ID. To load the value we can use the following script: use AWARENET_AR_BOS begin transaction update DN_HEADER set LEGAL_BIZ_ID = '12259282' where ID = 895427 commit transaction --rollback transaction Legal_Biz_ID = it’s the value that we need to copy from Biz_Id. ID = is the ID of the registry that we need update from DN_HEADER Verify that the value is loaded correctly and that you have all the field values ??populated. In case that exist more than one registry empty, repeat the step 3 with the values FULL SHIPMENT STRUCTURE SCRIPT use AWARENET_AR_BOS declare @shpId integer set @shpId = 87450 -- Shipment ID to verify -- the SHIPMENT select '' as 'SHIPMENT', shp.[ID], shp.[BIZ_ID], shp.[CAPTION], shp.[DESCRIPTION], '(' + convert(varchar, st.Id) + ') ' + st.Caption as Type, '(' + convert(varchar, t.id) + ') ' + t.Caption as Truck, '(' + convert(varchar, ss.Id) + ') ' + ss.Caption as Status, '(' + convert(varchar, l.Id) + ') ' + l.Caption as DepartureLocation, shp.[DEPARTURE_LOCAL_DATE], shp.[DRIVER1_NAME], shp.[DRIVER2_NAME] from shipment shp inner join SHIPMENT_TYPE st on shp.SHP_TYPE_ID = st.ID inner join SHIPMENT_STATUS ss on shp.SHP_STATUS_ID = ss.ID inner join location l on shp.DEPARTURE_LOCATION_ID = l.ID left join location t on shp.truck_id = t.id where shp.id = @shpId -- The DNs declare @dnIds table (id int) insert @dnIds(id) select id from dn_header where shp_id = @shpId select '' as 'DNs', dn.ID, dn.[BIZ_ID], dn.[INTERNAL_BIZ_ID], dn.[LEGAL_BIZ_ID], '(' + convert(varchar, dnt.id) + ') ' + dnt.Caption as Type, '(' + convert(varchar, l.id) + ') ' + l.Caption as ShipTo, dn.[EDN_SHIPTO_INFO], dn.[LOCAL_PLANNED_DATE], dn.[UTC_DELIVERY_DATE], dn.[LOCAL_DELIVERY_DATE], '(' + convert(varchar, dns.id) + ') ' + dns.Caption as Status, dn.[ERP_COMMENTS], '(' + convert(varchar, ndr.id) + ') ' + ndr.Caption as NoDeliveryReason, dn.[DRIVER_COMMENTS], dn.[EXECUTION_ORDER], '(' + convert(varchar, du.[Id]) + ') ' + du.[Login] as DeliveryUser, '(' + convert(varchar, vu.[Login]) + ') ' + vu.[Login] as ValidationUser, dn.[UTC_VALIDATION_DATE], dn.[LOCAL_VALIDATION_DATE], dn.[VALIDATION_USER_COMMENTS], dn.[LATITUDE], dn.[LONGITUDE] from DN_HEADER dn inner join dn_type dnt on dn.DN_TYPE_ID = dnt.ID inner join dn_status dns on dn.DN_STATUS_ID = dns.ID inner join location l on dn.shipto_location_id = l.id left join NO_DELIVERY_REASON ndr on dn.NO_DELIVERY_REASON_ID = ndr.id left join [user] du on dn.DELIVERY_USER_ID = du.ID left join [user] vu on dn.VALIDATION_USER_ID = vu.ID where dn.id in (select id from @dnIds) -- The DN discrepancies select '' as 'DN DISCREPANCIES', dn2d.DN_ID, '(' + convert(varchar, dnd.Id) + ') ' + dnd.CAPTION as 'DISCREPANCY' from DNH_2_DNH_DISCREPANCY dn2d inner join DN_HEADER_DISCREPANCY dnd on dn2d.dnh_discrepancy_id = dnd.ID where dn2d.DN_ID in (select id from @dnIds) -- The DNLs declare @dnlIds table (id int) insert @dnlIds(id) select id from dn_line where dn_id in (select id from @dnIds) select '' as 'DNLs', dnl.ID, dnl.DN_ID, dnl.BIZ_ID, dnl.INTERNAL_BIZ_ID, '(' + convert(varchar, do.Id) + ') ' + do.Caption as Operation, dnl.FLAG_IS_PLANNED as Planned, '(' + convert(varchar, p.Id) + ') ' + p.Caption as Product, dnl.PLANNED_QTY, dnl.ASSIGNED_QTY, dnl.NEW_SUGGESTED_QTY, dnl.DELIVERED_QTY, dnl.NON_EQUIPED_ASSET_QTY, dnl.CUSTOMER_PRODUCT_BIZ_ID, dnl.CUSTOMER_PRODUCT_CAPTION, dnl.CUSTOMER_PO_NUMBER, dnl.PO_LINE_NUMBER, dnl.PGM_COMMENTS, dnl.DRIVER_COMMENTS from DN_LINE dnl inner join DISTRIBUTION_OPERATION do on dnl.distribution_operation_id = do.ID inner join product p on dnl.product_id = p.id where dnl.id in (select id from @dnlIds) -- The DNLs discrepancies select '' as 'DNL DISCREPANCIES', dnl2d.DN_LINE_ID, dnl2d.ASSET_ID, dnl2d.ELECTRONIC_ID_TYPE_ID, dnl2d.ELECTRONIC_IDENTIFIER, '(' + convert(varchar, dd.Id) + ') ' + dd.CAPTION as 'DISCREPANCY' from DNL_2_DISTRIBUTION_DISCREPANCY dnl2d inner join DISTRIBUTION_DISCREPANCY dd on dnl2d.distribution_discrepancy_id = dd.ID where dnl2d.DN_LINE_ID in (select id from @dnlIds) -- The Pre-ASSIGNMENTS select '' as 'PRE-ASSIGNMENTS', pre.ID, pre.DN_LINE_ID as 'DNL_ID', pre.ASSET_ID, '(' + convert(varchar, at.Id) + ') ' + at.Caption as 'Asset Type', pre.ASSET_IDENTIFICATION, ai.electronic_identifier as AssetBarcode, pre.flag_deleted_by_supervisor as 'Deleted by Supervisor' from DNL_PREASSIGNMENT pre inner join ASSET_TYPE at on pre.asset_type_id = at.id left join (select * from ASSET_IDENTIFIER ai where ai.ELECTRONIC_ID_TYPE_ID = 2) ai on ai.ASSET_ID = pre.asset_id where pre.dn_line_id in (select id from @dnlIds) -- The ASSIGMENTS select '' as 'ASSIGNMENTS', sa.ASSET_ID, null as 'DNL_ID', '(' + convert(varchar, at.id) + ') ' + at.Caption as AssetType, '(' + convert(varchar, cp.id) + ') ' + cp.Caption as AssetContainerProduct, '(' + convert(varchar, p.id) + ') ' + p.Caption as AssetProduct, null as DNLProduct from SHIPMENT_ASSIGNMENT sa inner join ASSIGNMENT_SESSION ass on ass.id = sa.ASSIGNMENT_SESSION_ID inner join asset a on sa.asset_id = a.id inner join ASSET_TYPE at on at.id = a.ASSET_TYPE_ID inner join product cp on a.CONTAINER_PRODUCT_ID = cp.id inner join product p on a.PRODUCT_ID = p.id where ass.SHP_ID = @shpId union select '' as 'ASSIGNMENTS', dnla.ASSET_ID, dnla.dn_line_id as 'DNL_ID', '(' + convert(varchar, at.id) + ') ' + at.Caption as AssetType, '(' + convert(varchar, cp.id) + ') ' + cp.Caption as AssetContainerProduct, '(' + convert(varchar, ap.id) + ') ' + ap.Caption as AssetProduct, '(' + convert(varchar, p.id) + ') ' + p.Caption as DNLProduct from DNL_ASSIGNMENT dnla inner join ASSIGNMENT_SESSION ase on dnla.ASSIGNMENT_SESSION_ID = ase.ID inner join dn_line dnl on dnla.dn_line_id = dnl.id inner join product p on dnl.PRODUCT_ID = p.id inner join asset a on dnla.asset_id = a.id inner join ASSET_TYPE at on at.id = a.ASSET_TYPE_ID inner join product cp on a.CONTAINER_PRODUCT_ID = cp.id inner join product ap on a.PRODUCT_ID = ap.id where ase.shp_id = @shpId -- The DNLs/Assets select '' as 'DNLs/ASSETs', '(' + convert(varchar, dnl.Id) + ') ' + dnl.BIZ_ID as 'DNL', '(' + convert(varchar, a.Id) + ') ' + a.SERIAL_NUMBER as 'ASSET SN', dnl2a.PRODUCTION_REFERENCE, '(' + convert(varchar, sa.Id) + ') ' + sa.SERIAL_NUMBER as 'SOURCE ASSET SN', '(' + convert(varchar, ifl.Id) + ') ' + ifl.Caption as 'INITIAL FILLING LEVEL' from dn_line_2_asset dnl2a inner join dn_line dnl on dnl2a.DN_LINE_ID = dnl.ID inner join asset a on dnl2a.ASSET_ID = a.ID left join asset sa on dnl2a.SOURCE_ASSET_ID = sa.ID left join INITIAL_FILLING_LEVEL ifl on dnl2a.INITIAL_FILLING_LEVEL_ID = ifl.ID where dnl2a.DN_LINE_ID in (select id from @dnlIds) -- The EVENTS select '' as 'EVENTS', de.DN_ID, de.DNL_ID, '(' + convert(varchar, do.Id) + ') ' + do.Caption as Operation, ae.ASSET_ID, a.Serial_Number as 'S/N', '(' + convert(varchar, at.Id) + ') ' + at.caption as AssetType, '(' + convert(varchar, et.Id) + ') ' + et.Caption as Event, ae.HAPPENED_UTC, ae.HAPPENED_LOCAL_TIME, ae.FLAG_IS_CHRONOLOGICAL, '(' + convert(varchar, u.Id) + ') ' + u.[Login] as [User], ae.OPERATING_ORGANIZATION_ID, '(' + convert(varchar, ts.Id) + ') ' + ts.Caption as TrackingStatus, '(' + convert(varchar, l.Id) + ') ' + l.Caption as Location, '(' + convert(varchar, sl.Id) + ') ' + sl.Caption as StorageLocation, '(' + convert(varchar, cp.Id) + ') ' + cp.Caption as ContainerProduct, '(' + convert(varchar, p.Id) + ') ' + p.Caption as Product, ae.PRODUCTION_REFERENCE, ae.PRODUCT_EXPIRATION_DATE, ae.LATITUDE, ae.LONGITUDE, ae.LAST_TESTING_DATE, ae.NEXT_TESTING_DATE, ae.FLAG_IS_BLOCKED, '(' + convert(varchar, qas.Id) + ') ' + qas.Caption as QaStatus from distribution_event de inner join DISTRIBUTION_OPERATION do on de.distribution_operation_id = do.ID inner join ASSET_EVENT ae on de.asset_event_id = ae.id inner join asset a on ae.asset_id = a.id inner join asset_type at on a.asset_type_id = at.id inner join EVENT_TYPE et on ae.EVENT_TYPE_ID = et.ID inner join tracking_status ts on ae.tracking_status_id = ts.id inner join location l on ae.LOCATION_ID = l.id inner join product cp on ae.container_product_id = cp.id inner join product p on ae.product_id = p.id left join storage_location sl on ae.storage_location_id = sl.id left join [user] u on ae.user_id = u.id left join qa_status qas on ae.qa_status_id = qas.id where de.shipment_id = @shpId or de.DN_ID in (select id from @dnIds) or de.dnl_id in (select id from @dnlIds) -- The SIGNATURES select '' as 'SIGNATURES', '(' + convert(varchar, st.Id) + ') ' + st.Caption Type, s.SIGNATURE, s.SIGNER_NAME as Signer, '(' + convert(varchar, sit.Id) + ') ' + sit.Caption SignerIdType, s.SIGNER_IDENTIFICATION_NUMBER as SignerId from dn_signature s inner join signature_type st on s.signature_type_id = st.id left join signer_identification_type sit on s.signer_identification_type_id = sit.id where s.dn_id in (select id from @dnIds)
Update Asset Expiration Date When we need update the expiration date from one or more assets we can use the following script: Use AWARENET_AR_BOS begin transaction update [ASSET] set PRODUCT_EXPIRATION_DATE = DATEADD(MONTH,XX,Asset.product_expiration_date) where ID in (2,3,5,8,9,11) commit transaction In this case the XX is the number of months that we need to update, this script adds to the expiration date the value in months that we put in this option. Exp: 12 (1 Year) ID = is the id of the asset that we need update
Update Asset Manufacturer Use the following script: Use AWARENET_AR_BOS begin tran updateAsset Update Asset set MANUFACTURER_ID = XX where ID = 'XXXXX' commit tran updateAsset MANUFACTURER_ID = is the ID number of the manufacturer (from the Manufacturer table) that we need update in the asset ID = is the id of the asset (from the Asset table) that we need update
Create a new Asset Manufacturer When we need create a new asset manufacturer, we follow the next steps: We need to know, which is the last ID from the table Manufacturer, for that we can use the following script: select max(ID) from MANUFACTURER ; – Find the biggest id in manufacture list With the Last ID from Manufacturer we use the next script to create the new manufacturer, adding 1 to the ID obtained from step 1. Exp: if the ID obtained in step 1 is 143, the new ID for the Manufacturer will be 144. begin transaction set identity_insert manufacturer on insert into MANUFACTURER (ID,BIZ_ID, CAPTION, DESCRIPTION, IS_DELETED,CREATION_DATE,CREATION_USER, MODIFICATION_DATE, MODIFICATION_USER) values (144, '3152_BUM37221', 'RES MED_BUM37221', 'RES MED_BUM37221', '0', GETUTCDATE(), '1', GETUTCDATE(), '1') set identity_insert manufacturer off commit transaction The Information for the fields BIZ_ID, CAPTION and DESCRIPTION is provided by the user.
New Filling Pressure How to Add a new filling pressure in the database: 1- The user provide the BIZ_ID, Caption, Max_Pressure_Value and Description 2- We need to know, which is the last ID from the FILLING_PRESSURE table, for that we can use the following script: select max(ID) from FILLING_PRESSURE; – Find the biggest id in Filling pressure list 3- When we have the last value for ID from the Filling_Pressure table, we need to add 1 to this value. Exp: If the value obtained in step 2 was 6, the new ID value will be 7. 4- We add the new Filling pressure into the Filling_Pressure table using the following script: use AWARENET_AR_BOS begin tran insert into FILLING_PRESSURE (ID, BIZ_ID, CAPTION, DESCRIPTION, MAX_PRESSURE_VALUE, PRESSURE_UNITS_ID, IS_DELETED, CREATION_DATE, CREATION_USER, MODIFICATION_DATE, MODIFICATION_USER) values (7, 'FP185B', '185 Bars', '185 Bars', '185', '5', '0', GETUTCDATE(), '810', GETUTCDATE(), '810') Commit tran 5- It’s necessary to add new registries into the FILLING_PRESSURE_2_LANG that are the languages displayed in the app for the new filling pressure. We add the value for English (1) and other for Spanish (3). begin tran insert into FILLING_PRESSURE_2_LANG(FILLING_PRESSURE_ID,LANGUAGE_ID,CAPTION,DESCRIPTION,IS_DELETED,CREATION_DATE,CREATION_USER,MODIFICATION_DATE,MODIFICATION_USER) values(7, '1', '185 Bars', '185 Bars', '0', GETUTCDATE(), '810', GETUTCDATE(), '810') commit tran begin tran insert into FILLING_PRESSURE_2_LANG(FILLING_PRESSURE_ID,LANGUAGE_ID,CAPTION,DESCRIPTION,IS_DELETED,CREATION_DATE,CREATION_USER,MODIFICATION_DATE,MODIFICATION_USER) values(7, '3', '185 Bares', '185 Bares' ,'0', GETUTCDATE(), '810', GETUTCDATE(), '810') commit tran
Re-Process a shipment This happens when a shipment is not processed by the ERP, to verify if this is happening we can use the Full shipment Structure script (at the bottom of this document) to verify if the Legal_BIZ_ID were loaded. If you see that in Legal_Biz_Id has some values, you need to use the Update Legal_Biz_Id Procedure, see KB document Here, but, If all registries in the field Legal_Biz_Id are unpopulated we can proceed to re-process the shipment. If we run the full shipment structure see the following image, we can proceed to re-processed the shipment. Confirm not processed in sas : if no data is shown after this command in SAS database select * from SAS_OUT_ACCEPT_SHP where SHP_BIZ_ID in ('DBA-0167-00110788') ; Then reprocess the shipment , set status as 'unprocessed' in BOS Database select * from SHP_2_ERP_NOTIFICATION where SHP_ID in (87450) and SHP_OPERATION_ID = 1 ; delete from SHP_2_ERP_NOTIFICATION where SHP_ID in (87450) and SHP_OPERATION_ID = 1 ; insert into SHP_2_ERP_NOTIFICATION (shp_id, SHP_OPERATION_ID, REQUEST_STATUS_ID, CREATION_DATE, CREATION_USER) values (87450, 1, 3, GETUTCDATE(), 1) ; 87450: is the shipment ID to reprocess 'DBA-0167-00110788' = The shipmen Biz_Id Full Shipment Structure use AWARENET_AR_BOS declare @shpId integer set @shpId = 87450 – Shipment ID -- the SHIPMENT select '' as 'SHIPMENT', shp.[ID], shp.[BIZ_ID], shp.[CAPTION], shp.[DESCRIPTION], '(' + convert(varchar, st.Id) + ') ' + st.Caption as Type, '(' + convert(varchar, t.id) + ') ' + t.Caption as Truck, '(' + convert(varchar, ss.Id) + ') ' + ss.Caption as Status, '(' + convert(varchar, l.Id) + ') ' + l.Caption as DepartureLocation, shp.[DEPARTURE_LOCAL_DATE], shp.[DRIVER1_NAME], shp.[DRIVER2_NAME] from shipment shp inner join SHIPMENT_TYPE st on shp.SHP_TYPE_ID = st.ID inner join SHIPMENT_STATUS ss on shp.SHP_STATUS_ID = ss.ID inner join location l on shp.DEPARTURE_LOCATION_ID = l.ID left join location t on shp.truck_id = t.id where shp.id = @shpId -- The DNs declare @dnIds table (id int) insert @dnIds(id) select id from dn_header where shp_id = @shpId select '' as 'DNs', dn.ID, dn.[BIZ_ID], dn.[INTERNAL_BIZ_ID], dn.[LEGAL_BIZ_ID], '(' + convert(varchar, dnt.id) + ') ' + dnt.Caption as Type, '(' + convert(varchar, l.id) + ') ' + l.Caption as ShipTo, dn.[EDN_SHIPTO_INFO], dn.[LOCAL_PLANNED_DATE], dn.[UTC_DELIVERY_DATE], dn.[LOCAL_DELIVERY_DATE], '(' + convert(varchar, dns.id) + ') ' + dns.Caption as Status, dn.[ERP_COMMENTS], '(' + convert(varchar, ndr.id) + ') ' + ndr.Caption as NoDeliveryReason, dn.[DRIVER_COMMENTS], dn.[EXECUTION_ORDER], '(' + convert(varchar, du.[Id]) + ') ' + du.[Login] as DeliveryUser, '(' + convert(varchar, vu.[Login]) + ') ' + vu.[Login] as ValidationUser, dn.[UTC_VALIDATION_DATE], dn.[LOCAL_VALIDATION_DATE], dn.[VALIDATION_USER_COMMENTS], dn.[LATITUDE], dn.[LONGITUDE] from DN_HEADER dn inner join dn_type dnt on dn.DN_TYPE_ID = dnt.ID inner join dn_status dns on dn.DN_STATUS_ID = dns.ID inner join location l on dn.shipto_location_id = l.id left join NO_DELIVERY_REASON ndr on dn.NO_DELIVERY_REASON_ID = ndr.id left join [user] du on dn.DELIVERY_USER_ID = du.ID left join [user] vu on dn.VALIDATION_USER_ID = vu.ID where dn.id in (select id from @dnIds) -- The DN discrepancies select '' as 'DN DISCREPANCIES', dn2d.DN_ID, '(' + convert(varchar, dnd.Id) + ') ' + dnd.CAPTION as 'DISCREPANCY' from DNH_2_DNH_DISCREPANCY dn2d inner join DN_HEADER_DISCREPANCY dnd on dn2d.dnh_discrepancy_id = dnd.ID where dn2d.DN_ID in (select id from @dnIds) -- The DNLs declare @dnlIds table (id int) insert @dnlIds(id) select id from dn_line where dn_id in (select id from @dnIds) select '' as 'DNLs', dnl.ID, dnl.DN_ID, dnl.BIZ_ID, dnl.INTERNAL_BIZ_ID, '(' + convert(varchar, do.Id) + ') ' + do.Caption as Operation, dnl.FLAG_IS_PLANNED as Planned, '(' + convert(varchar, p.Id) + ') ' + p.Caption as Product, dnl.PLANNED_QTY, dnl.ASSIGNED_QTY, dnl.NEW_SUGGESTED_QTY, dnl.DELIVERED_QTY, dnl.NON_EQUIPED_ASSET_QTY, dnl.CUSTOMER_PRODUCT_BIZ_ID, dnl.CUSTOMER_PRODUCT_CAPTION, dnl.CUSTOMER_PO_NUMBER, dnl.PO_LINE_NUMBER, dnl.PGM_COMMENTS, dnl.DRIVER_COMMENTS from DN_LINE dnl inner join DISTRIBUTION_OPERATION do on dnl.distribution_operation_id = do.ID inner join product p on dnl.product_id = p.id where dnl.id in (select id from @dnlIds) -- The DNLs discrepancies select '' as 'DNL DISCREPANCIES', dnl2d.DN_LINE_ID, dnl2d.ASSET_ID, dnl2d.ELECTRONIC_ID_TYPE_ID, dnl2d.ELECTRONIC_IDENTIFIER, '(' + convert(varchar, dd.Id) + ') ' + dd.CAPTION as 'DISCREPANCY' from DNL_2_DISTRIBUTION_DISCREPANCY dnl2d inner join DISTRIBUTION_DISCREPANCY dd on dnl2d.distribution_discrepancy_id = dd.ID where dnl2d.DN_LINE_ID in (select id from @dnlIds) -- The Pre-ASSIGNMENTS select '' as 'PRE-ASSIGNMENTS', pre.ID, pre.DN_LINE_ID as 'DNL_ID', pre.ASSET_ID, '(' + convert(varchar, at.Id) + ') ' + at.Caption as 'Asset Type', pre.ASSET_IDENTIFICATION, ai.electronic_identifier as AssetBarcode, pre.flag_deleted_by_supervisor as 'Deleted by Supervisor' from DNL_PREASSIGNMENT pre inner join ASSET_TYPE at on pre.asset_type_id = at.id left join (select * from ASSET_IDENTIFIER ai where ai.ELECTRONIC_ID_TYPE_ID = 2) ai on ai.ASSET_ID = pre.asset_id where pre.dn_line_id in (select id from @dnlIds) -- The ASSIGMENTS select '' as 'ASSIGNMENTS', sa.ASSET_ID, null as 'DNL_ID', '(' + convert(varchar, at.id) + ') ' + at.Caption as AssetType, '(' + convert(varchar, cp.id) + ') ' + cp.Caption as AssetContainerProduct, '(' + convert(varchar, p.id) + ') ' + p.Caption as AssetProduct, null as DNLProduct from SHIPMENT_ASSIGNMENT sa inner join ASSIGNMENT_SESSION ass on ass.id = sa.ASSIGNMENT_SESSION_ID inner join asset a on sa.asset_id = a.id inner join ASSET_TYPE at on at.id = a.ASSET_TYPE_ID inner join product cp on a.CONTAINER_PRODUCT_ID = cp.id inner join product p on a.PRODUCT_ID = p.id where ass.SHP_ID = @shpId union select '' as 'ASSIGNMENTS', dnla.ASSET_ID, dnla.dn_line_id as 'DNL_ID', '(' + convert(varchar, at.id) + ') ' + at.Caption as AssetType, '(' + convert(varchar, cp.id) + ') ' + cp.Caption as AssetContainerProduct, '(' + convert(varchar, ap.id) + ') ' + ap.Caption as AssetProduct, '(' + convert(varchar, p.id) + ') ' + p.Caption as DNLProduct from DNL_ASSIGNMENT dnla inner join ASSIGNMENT_SESSION ase on dnla.ASSIGNMENT_SESSION_ID = ase.ID inner join dn_line dnl on dnla.dn_line_id = dnl.id inner join product p on dnl.PRODUCT_ID = p.id inner join asset a on dnla.asset_id = a.id inner join ASSET_TYPE at on at.id = a.ASSET_TYPE_ID inner join product cp on a.CONTAINER_PRODUCT_ID = cp.id inner join product ap on a.PRODUCT_ID = ap.id where ase.shp_id = @shpId -- The DNLs/Assets select '' as 'DNLs/ASSETs', '(' + convert(varchar, dnl.Id) + ') ' + dnl.BIZ_ID as 'DNL', '(' + convert(varchar, a.Id) + ') ' + a.SERIAL_NUMBER as 'ASSET SN', dnl2a.PRODUCTION_REFERENCE, '(' + convert(varchar, sa.Id) + ') ' + sa.SERIAL_NUMBER as 'SOURCE ASSET SN', '(' + convert(varchar, ifl.Id) + ') ' + ifl.Caption as 'INITIAL FILLING LEVEL' from dn_line_2_asset dnl2a inner join dn_line dnl on dnl2a.DN_LINE_ID = dnl.ID inner join asset a on dnl2a.ASSET_ID = a.ID left join asset sa on dnl2a.SOURCE_ASSET_ID = sa.ID left join INITIAL_FILLING_LEVEL ifl on dnl2a.INITIAL_FILLING_LEVEL_ID = ifl.ID where dnl2a.DN_LINE_ID in (select id from @dnlIds) -- The EVENTS select '' as 'EVENTS', de.DN_ID, de.DNL_ID, '(' + convert(varchar, do.Id) + ') ' + do.Caption as Operation, ae.ASSET_ID, a.Serial_Number as 'S/N', '(' + convert(varchar, at.Id) + ') ' + at.caption as AssetType, '(' + convert(varchar, et.Id) + ') ' + et.Caption as Event, ae.HAPPENED_UTC, ae.HAPPENED_LOCAL_TIME, ae.FLAG_IS_CHRONOLOGICAL, '(' + convert(varchar, u.Id) + ') ' + u.[Login] as [User], ae.OPERATING_ORGANIZATION_ID, '(' + convert(varchar, ts.Id) + ') ' + ts.Caption as TrackingStatus, '(' + convert(varchar, l.Id) + ') ' + l.Caption as Location, '(' + convert(varchar, sl.Id) + ') ' + sl.Caption as StorageLocation, '(' + convert(varchar, cp.Id) + ') ' + cp.Caption as ContainerProduct, '(' + convert(varchar, p.Id) + ') ' + p.Caption as Product, ae.PRODUCTION_REFERENCE, ae.PRODUCT_EXPIRATION_DATE, ae.LATITUDE, ae.LONGITUDE, ae.LAST_TESTING_DATE, ae.NEXT_TESTING_DATE, ae.FLAG_IS_BLOCKED, '(' + convert(varchar, qas.Id) + ') ' + qas.Caption as QaStatus from distribution_event de inner join DISTRIBUTION_OPERATION do on de.distribution_operation_id = do.ID inner join ASSET_EVENT ae on de.asset_event_id = ae.id inner join asset a on ae.asset_id = a.id inner join asset_type at on a.asset_type_id = at.id inner join EVENT_TYPE et on ae.EVENT_TYPE_ID = et.ID inner join tracking_status ts on ae.tracking_status_id = ts.id inner join location l on ae.LOCATION_ID = l.id inner join product cp on ae.container_product_id = cp.id inner join product p on ae.product_id = p.id left join storage_location sl on ae.storage_location_id = sl.id left join [user] u on ae.user_id = u.id left join qa_status qas on ae.qa_status_id = qas.id where de.shipment_id = @shpId or de.DN_ID in (select id from @dnIds) or de.dnl_id in (select id from @dnlIds) -- The SIGNATURES select '' as 'SIGNATURES', '(' + convert(varchar, st.Id) + ') ' + st.Caption Type, s.SIGNATURE, s.SIGNER_NAME as Signer, '(' + convert(varchar, sit.Id) + ') ' + sit.Caption SignerIdType, s.SIGNER_IDENTIFICATION_NUMBER as SignerId from dn_signature s inner join signature_type st on s.signature_type_id = st.id left join signer_identification_type sit on s.signer_identification_type_id = sit.id where s.dn_id in (select id from @dnIds)
Google Mailbox - Delegated mailbox, Google Groups: Shared mailbox
English
alessandro.daccico@eu.corp.airliquide.co
319
Harold OUSSET
Uncategorized
Published
2025-06-19 13:17:11
7
GIO Service Desk
NaN
#########
3.50
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
526
2025-06-19 9:24:21
#########
NaN
GIO-EUS-GOPS-DWP-L2
REGION:GLOBAL ENTITY:ALL SYMPTOMS: Delegated mailbox, Google Groups: Shared mailbox basic information STEPS: There are 3 different tools: - Google delegated mailbox (configured on the user main gmail account) - Google Groups (more commonly named Kite group) / "Shared mailbox" is also a Google Group but with a specific configuration. - Service account that requests password - project and invoice 1. Google delegated mailbox Since March 2025 Delegate mailbox creation is not more allow and should be converted KB0033708 Official presentation https://docs.google.com/presentation/d/1lE-cbX_-uPhiFnLWSj5xYN9OoCwfatXOMGWJ78zdzEk/edit?hl=en&forcehl=1&slide=id.g2d91b1d11df_0_98#slide=id.g2d91b1d11df_0_98 Google Groups is the company alternative. For those already existing delegated mailbox the users can access the delegated mailbox by clicking on their profile (top right corner) One notable behavior, when sending an email from the delegated mailbox your real name appear in parenthesis. 2. Google Groups The Google Groups are handled by CARM (creation, suppression, add/remove members). There is an exception to this rule: if it's needed to add members to the Group that do not belong to Air Liquide then the operation is performed by GIO-EUS-GOPS-DWP-L2. Also there is possibility to add alias to the group. Important note: an alias in the way we use it mean an extra email address that can be used to send email to the group. An alias is not a member (same for the delegated mailbox). When you use a group to send an email, by default it does not propose you any recipient. This is normal since Groups are made to send emails to the members of the group members. If you need to send an email to a tier user, you need to add him in CC. Also in some groups (depending on the group configuration) you can send email not only in your name but also in the name of the group. But never as an alias of the group. These are the standard and expected behaviors of these tools. Please note there may be extra features such as it is possible to add a group or a delegated mailbox as an alias to the user`s mailbox and in this case the user can write with the group/delegated mailbox directly from his/her mailbox. - Once done the user who will have the delegation will need to accept the delegation through a validation email The user will then need to wait about half an hour to have the change being effective (browser refresh will be needed) 3. Service account Team of level 2 support in Kite will assist user. We need to take from user the number of the project and to try to find the creation day of the account. 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related line / CARMExplanation: Guidance to IT Manager/ CARM In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD or CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
Place2Share - External user unable to access to Place2Share anymore.
English
Alexandre.BONNAIRE@eu.corp.airliquide.co
1
Alexandre BONNAIRE
Uncategorized
Published
2025-07-28 22:54:23
6
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2023-05-24 10:52:16
#########
INC1180826
GIO-EUS-DWP-L4
- External user unable to access to Place2Share anymore.- The external user tried to reset the password but access rejected. as communicated with the last maintenance of Place2share : inactive accounts (30 days) are automatically deleted.you have to share again your data. Remember that place2share is dedicated to temporary data exchange when Google Drive cannot be used ( even with visitor sharing , it's more possible : https://airliquide.service-now.com/myitcorner?id=kb_article&sysparm_article=KB0014927 )
Mobile device - Android - Hard Reset - How to reset and restore it to factory default
English
Alexandre.BONNAIRE@eu.corp.airliquide.co
273
Alexandre BONNAIRE
Uncategorized
Published
2025-07-28 19:31:55
9
IT Knowledge
NaN
#########
1.00
NaN
NaN
NaN
NaN
51
2024-02-05 9:41:31
#########
NaN
GIO-EUS-SD-EUROPE-L1
How to restore factory setting using the side keys (NB : keys combinaison may change according to the device manufacturer AND model : always refers to Manufacturer website support pages for the correct key. below is extracted from SAMSUNG A series devices as an example.. Factory reset is a hard reset, which means that all data that is stored on your device is erased, including photos, videos, and account data, thus resetting the settings and data as they were when it left the factory. Recommend that you back up the contents of your device before performing this operation. Reset and force reset A force reset is to reset the device to factory defaults. This operation permanently erases all the data it contains. Note: The buttons to press vary from model to model. For example, on some models, 1 - To do this, your device must be turned off and connected to a computer via USB cable. 2 - Once turned off and connected, press and hold the Volume Up and Power (or Bixby button) keys at the same time. 3 - When the device vibrates and the Samsung logo appears, release the keys. 4 - The Android settings screen will then be displayed as below. Remark: Android reset instructions are displayed in English. 5 - Use the volume down button to move the slider to the Wipe date/factory reset option. 6 - Press the power button (or Bixby button) to select this option. 7 - Press the same button again to select Factory data reset and start the reset. 8 - Finally, once the reset is complete, select Reboot system now to restart your smartphone. -- END OF PROCEDURE ---
Workspace One - Enroll Mixed Usage - Huawei - No Google PlayStore
English
Alexandre.BONNAIRE@eu.corp.airliquide.co
33
Alexandre BONNAIRE
OKTA / Mobile Enrollment
Published
2025-07-28 20:53:20
9
IT Knowledge
NaN
#########
5.00
NaN
NaN
NaN
NaN
7
2024-01-23 10:38:23
#########
ADHOC0831857
GIO-EUS-SD-EUROPE-L1
since 2020, Google has decided to stop to deliver Services on Chinese manufacturer. as a result, Huawei (and other chinese manufacturers) no longer deliver Google PlayStore on their devices. therefore, it's not possible to enroll this kind of devices in Workspace One.if you want to enroll a personal device in Mixed Usage, it has to be one with Google PlayStore. Reference : https://kb.vmware.com/s/article/81986?lang=en_US
PIN Code is used to unlock the Android device. For Mixed Usage enrolled devices (Personal Account + Air Liquide Account in Work Profile), the PIN code is set on the Personal Profile. example : Android Phone - enrolled Mixed Usage : Air Liquide IT Teams have no access to Personal Profiles and cannot change or reset a forgotten PIN Code. If the user can't remember it , there is only one solution : perform a Factory Reset / Hard Reset to erase all data and settings, and start a new setup with its Personal gmail.com account. Reference Document : Google Support : Can't unlock your Android device - Android Help (google.com)
SMTP - Sender is an existing account : Limit is 2000 messages per day
English
Alexandre.BONNAIRE@eu.corp.airliquide.co
3
Alexandre BONNAIRE
Uncategorized
Published
2025-07-29 2:01:50
9
IT Knowledge
NaN
#########
5.00
NaN
NaN
NaN
NaN
0
2024-02-21 11:21:21
#########
INC1107037
GIO-EUS-DWP-SMTP-GW-L1
Error Messages : when mass messages are sent from a Server or an application : If the Sender adress is an existing account (user account, delegated mailbox, etc..) Take care to NOT send more than 2000 messages per day. otherwise, some messages will not be delivered. View in Message Tracking in the SMA : Reason : expected behavior from Google :https://support.google.com/a/answer/166852?hl=en2000 messages per day.Messages that counts toward user limitsMessages sent from a user's alternate address, or aliasMessages sent by delegated usersMessages sent from Gmail's vacation responder Solution : if you can't wave the sending messages, you have to change the sender mail address :to avoid this : the sender should be a non existing account (like a no-reply.name-of-the-app@airliquide.com)
from Google Chrome version 114, Google Chrome Apps are no longer in use see message from Google Migrating Chrome Apps to Progressive Web Apps - Google Chrome Community do not use chrome://apps shortcut please use the menu Google Apps available on Gmail, Drive or Google search pages :
airliquide, alexandre, apps, bonnaire, bonnaire@eu, chrome, chrome apps, co, corp, english, google, google apps, kite, progressive, replaced, web
To connect to Workspace One admin console (https://console-workspace.apps.airliquide.com) , Administrators Accounts have to be activated with the received email. 1 ° - in the mail, click on the Password Reset Link ( please note that the link is valid only for 48 hours ) 2° - Define a Password 3° - Login with your new Credentials ADM Account + Password 4° - Fill Recovery Question 1 and Define Security PIN (MANDATORY ACTIONS) ---- END OF PROCEDURE ----
in Settings, you can define Biometrics for Work profile as well.Below a video to show you (it might be different according to the hardware model and OS version) the Prompt you have can also be when personal profile and Work Profile have different lock setting.it's possible to define one lock for both profiles
MIR INC0984512 - SAP P20 not starting - Very urgent (July 24th, 2022)
English
alexandre.zhand@eu.corp.airliquide.com
4
Alexandre ZHAND-SC
Uncategorized
Published
2022-10-17 11:51:56
8
Major Incident Reports
NaN
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NaN
BHC - VADE - ERP SAP
NaN
NaN
NaN
5
2022-07-24 13:27:43
#########
INC0984512
GIO-CS-EUR-TEAMWORK-SAP-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SAP P20 not starting - Very urgent INC0984512 - July 24th, 2022 Timezone : GMT/CT/GMT+2/ Total outage duration : 0 Hours 35 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
MIR INC0830378 - Airgas Citrix SAP Users network printers missing - (October 25th, 2021)
English
alfonso.biuss@am.corp.airliquide.com
4
Amelie BOUCHER PIMPARE
Printing / Devices
Published
2023-02-08 15:18:06
22
Major Incident Reports
NaN
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NaN
GIO-CS-AMER-Application and Desktop Virtualization
NaN
NaN
NaN
2
2021-10-25 16:47:02
#########
INC0830378
GIO-CS-AMER-CITRIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas Citrix SAP Users network printers missing - INC0830378 - October 25th, 2021 Timezone : GMT Total outage duration : 1 Hour 25 Minutes Executive Summary Classification : Major business apps outage On October 25th, 2021 at 12:21 GMT, Airgas Citrix SAP Users reported an incident where network printers within their Citrix sessions were missing. The initial root cause was the monthly Microsoft security related patching maintenance caused an issue with network printing within Citrix, which testing did not foresee. The resolution of the incident consisted in correcting the configuration modified by the patching to restore access to network printers inside Citrix. On October 25th, 2021 at 13:46 GMT, the problem was resolved, leading to a service disruption of 1 Hour 25 Minutes. Major steps leading to incident resolution1 October 25th, 2021 12:21 GMT: SAP Helpdesk Manager informs Citrix and Central Help Desk teams (via chat) that identified users were not receiving their network printers within their Citrix sessions. Affecting both Thin Clients and PCs. 12:25: AMER Citrix team confirmed that print servers used by Citrix for SAP were available, and the print spoolers were running. 12:30 : Meet mgk-dvpw-ozz was opened including all the teams involved. 13:05: Citrix AMER team applied the known solution for “PrintNightmare”: To create a DWORD Registry key labeled as ‘RestrictDriverInstallationToAdministrators’ with value 0 (zero) within HKEY_LOCAL_MACHINE\Software\Policies\Microsoft\Windows NT\Printers\PointAndPrint on the print servers. Issue was not resolved. 13:17: Print Servers (SCAG-PRTP-01, SCAG-PRTP-03, SCAG-PRTP-05, SCAG-PRTP-06) were rebooted and tested. By then, the issue was not fixed yet._______________________________ 13:21: P3 INC0830378 was created and assigned to the AMER Citrix team. s 13:46: as per Microsoft article created registry key HKEY_LOCAL_MACHINE \System \CurrentControlSet \Control \Print \RpcAuthnLevelPrivacyEnabled DWORD to 0 (zero) on the print servers and restarted the print spooler service on each of them. 13:59: IT Team Lead for South Division confirmed the network printers were available within their Citrix sessions. Initial root cause The validation for Airgas Monthly Maintenance post installation activities was not completed accordingly. From the technical side, following monthly patching, registry keys required to bind printers to users were modified, causing the users to not see the printers in their Citrix sessions. Details: Airgas Monthly Maintenance included the installation (on October 22nd, 2021) of Microsoft Windows Server patch KB5005573, this installation changed the default setting to 1 (one) due to registry key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Print\RpcAuthnLevelPrivacyEnabled not being present, which prevented Printers binding for network access. Configuring the setting to 0 (zero) on Print Servers (SCAG-PRTP-01, SCAG-PRTP-03, SCAG-PRTP-05, SCAG-PRTP-06) restored service to Citrix Users. Actions plan Create a new process in which Microsoft monthly OS patches that will be applied on the Print and Citrix Delivery Controller servers will be first validated by Citrix Team to reduce risk, Citrix AMER and TCS AWS teams. Add "Network Printing" to testing activities post Airgas Monthly Maintenance, Airgas. External reference Microsoft Official documentation: https://support.microsoft.com/en-us/topic/managing-deployment-of-printer-rpc-binding-changes-for-cve-2021-1678-kb4599464-12a69652-30b9-3d61-d9f7-7201623a8b25 Airgas Problem: ARGP400001498
MIR INC0811263 - Citrix - Licensing error (September 20th, 2021)
English
alfonso.biuss@am.corp.airliquide.com
39
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:18:31
34
Major Incident Reports
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GIO-CS-AMER-CITRIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Citrix - Licensing error INC0811263 - September 20th, 2021 Timezone : GMT Total outage duration : 3 Hours 5 Minutes Executive Summary Classification : Major business apps outage On September 20th, 2021 at 12:15 GMT, Citrix Users reported an incident, affecting Air Liquide Americas Citrix Users ability to launch Citrix applications, impacting a maximum of 120 users. The symptoms of the incident were Citrix Users received an error message while trying to launch Citrix applications that the Citrix license server was not available. The primary root cause was a network flow was missing post AWS security group clean up change activity. The resolution of the incident consisted of adding the missing network flow to restore service. On September 20th, 2021 at 15:18 GMT, the incident is resolved, leading to a service disruption of 3 Hours 5 Minutes Major steps leading to incident resolution1 September 20th, 2021 Times here are recorded as Eastern Time 7:40 AM - AMER Citrix team contacts EU Citrix team asking about the License Server, which was reachable via the Citrix Licensing Port (27000) but failing from Citrix Studio Console 8:05 AM - From this moment EU and AMER’s Citrix teams were investigating together. EU Citrix team confirms they see no errors on their end using the same Citrix License server. ---- 8:15 AM - INC0811263 is created. Requested by Esteban CARRERA due to license related issues while opening Lims apps: 8:16 AM - Service Desk Agent Jose Manuel LOPEZ-SC upgrades INC to a P2. 8:17 AM - Assigns INC to GIO-CS-AMER-CITRIX-L2 8:20 AM - Assigns INC to GIO-CS-EUR-PaaS Virtualization with note “As per user request assign to Pierre-Eric SAVARY” 9:03 AM - AMER Citrix team requests EU Citrix team to validate the license files on the Citrix license server as per Citrix article. 9:09 AM - Esteban CARRERA by himself upgrades INC to a P1 with note “Changing priority as there are over 50 users that can not login to any application using Citrix” 9:11 AM - EU Citrix team confirms they checked and license files are correct on their end. 9:37 AM - EU Citrix team reboots License server. 9:40 AM - AMER Citrix team restarts Citrix Services on Delivery Controller servers. 9:44 AM - Esteban CARRERA tests. It was still failing. 9:54 AM - Networking portion troubleshooting starts between EU and AMER Citrix team. 10:00 AM - Michael FECSKO assigns INC to GIO-CS-AMER-CITRIX-L2 with note “Reason for reassignment: directed by Lamaie Mahsoussi” 10:38 AM - Both Citrix teams agree that port 7279 should be checked and confirmed it was closed between Citrix Delivery Controller Servers and License server. 10:39 AM - Anand MANDILWAR is contacted. 10:48 AM - A multichat and meet were opened including Alfonso BIUSS, Anand MANDILWAR-SC, Divyesh SHAH-SC, Madesh S-SC, Manish BATCHU and Vishal CHAUDHARY. 10:51 AM - Anand MANDILWAR asks Alfonso BIUSS to re-test. 10:52 AM - AMER Citrix Delivery Controller Servers are rebooted (one by one). 10:55 AM - AMER Citrix team confirms resolution on their end. 10:56 AM - Esteban CARRERA is contacted for testing. 11:01 AM - Esteban CARRERA tests and confirms the issue was fixed. 11:03 AM - INC gets updated by Alfonso BIUSS informing that the requester confirmed the resolution. 11:18 AM - INC gets finally Resolved with note: Initial root cause AWS Security Group Remediations (Change CHG0133041 on September 10-13th, 2021) missed adding the network flow needed to connect to the Citrix License Server in Europe, leaving the Citrix Farm licensing in grace period. Rebooting the Citrix Delivery Controller servers during the Monthly Patching (Change CHG0133561 on September 17-19th, 2021 ) while under grace period for licensing caused no new connections to be accepted. Adding the missing network flow to AWS Security Group restored service to Citrix Users. Actions plan Recheck AWS Security Group Remediation's for rejections in the past 32 days, TCS AWS team Recheck AWS Security Groups to confirm all Citrix related ports are defined, AMER Citrix team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042799.
1 PURPOSE The purpose of this KB is to explain how to license an OPC Tunneler. 2 FIELD OF APPLICATION This KB might be used by a SCADA product expert who is working on an interface deployment/reconfiguration involving Tunnelers. At some point, the Tunneler will need to get licensed. The following procedure explains how to generate the license file yourself if the customer is unable to do it for you. 3 CONTENT 3.1 Prerequisites The following actions have already been performed : dataFEEDOPCSuite installation. Tunneler configuration in dataFEED OPC Suite Configurator. The customer has provided you with the license key. 3.2 Procedure 3.2.1 Export PC-Ids -Open license Manager v4 and select "Export PC-Ids..." -Copy the newly created file to your own PC. 3.2.2 Generate the license file from your own PC -Install the license manager on your computer. It is available here : https://drive.google.com/file/d/1N6yntzj3dkbpPt246LswjEvH-b6BmBbN/view?usp=sharing -Open the license Manager from your computer and : 1- "Generate license file for remote PC" 2- Pastethe license key. 3- "Import PC-Id from remote PC..." to import the file you have copied at the previous step. 4- Generate the license file for the server and save it on your PC. -Copy the file created at the previous step on the server. 3.2.3 Activate the license on the server -Open the License Manager on the server and select "Import License file..." to import the previously copied file. Finally, select "Activate license" to license your Tunneler. -Check the success of the operation in the "Available licenses on this PC" pane. Here the operation has been performed twice to get the 2 licenses - the basic one and the extension. 4 CONCLUSION Your OPC Tunneler has now been licensed. You might now configure the OPC interface in ICU to retrieve the data.
Address issues raised by OpenEnterprise monitoring system (OGR)
English
amaury.wigishoff@eu.corp.airliquide.com
29
Amaury WIGISHOFF
Uncategorized
Published
2025-07-28 22:50:20
43
IT Knowledge
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ALZ-AME-GCS-Production Assets-L2
1 PURPOSE The purpose of this document is to describe the way OpenEnterprise is monitored and the support actions associated with each alarm. 2 FIELD OF APPLICATION OpenEnterprise support or maintenance of the OGR monitoring system. 3 DEFINITIONS OE : Open Enterprise PI: PI System OGR : OpenEnterprise Global Reports 4 ASSOCIATED DOCUMENTS Open Enterprise Overview OpenEnterprise on-duty support 5 COMPETENCY REQUIREMENTS This document might be used by SCADA/support experts. Make sure to have a clear understanding of the 2 above documents before proceeding. 6 CONTENT OGR is a real-time monitoring system that features a PI Vision monitoring dashboard. A link to this dashboard should be included to the incidents as a resource for support team. The KPIs have been configured in the AF database ALZ_Monitoring, under the OpenEnterprise element. The following lists the different KPIs with their definition, functioning and the support actions involved when an alarm is generated. There is a scheduled task on both OE servers called OE monitoring that runs the scripts every 5 minutes. All the scripts and files described are located under C:\Exploit\Scripts\Monitoring. 6.1 Session 6.1.1 Situation This is the current state of the OpenEnterprise service. It is monitored on both OE servers. The incident is considered as critical if the session is not running on the main server EUR3-PR-EMEHIST. The application will be down if the OpenEnterprise service is not in Running state on both servers. 6.1.2 Resolution Actions should be performed in the following order - go to the next action only if the proposed one did not work : Start the OpenEnterprise session service manually from Windows Services. In Task Manager>Details, look for the rtrdb.exe process and kill it (End Task). Then try to restart the OE service again. In Task Manager>Services, kill any process linked to OE. If not sure if a particular process is linked to OE, you might open file location, which should be C:\Program Files (x86)\Emerson\OpenEnterprise\Bin. Then try to restart the OE service again. Restart the server. 6.2 Role 6.2.1 Situation The Role of the OE server defines its place in the redundant session. The main server EUR3-PR-EMEHIST should have the Master role whereas the backup server EUD3-PR-EMEHIST should have the Standby role. 6.2.2 Resolution If the sessions are inverted (EUR3 being standby and EUD3 being master), connect to EUR3, go to the Sessions pane of the OpenEnterprise app and perform a Failover. This will invert the sessions back. Please note that it can take a few minutes before it is completed. Wait until it is done and check the status at the end. If one of the session is not working correctly : Try to stop/restart the session from the OpenEnterprise app. Restart the OpenEnterprise service. Try the actions described at 6.1.2 6.3 Alarming 6.3.1 Situation Alarming is a very important component of OpenEnterprise. In order to check if it is working, we retrieve the timestamp of the last generated alarm. If this timestamp is older than 12 hours we consider alarming as down. 6.3.2 Resolution On the main server EUR3, go to the Network Communication pane of the OpenEnterprise app and check that the ROCs are connected and actively sending data to OE. Restart the OpenEnterprise service. 6.4 ROCs communication issue 6.4.1 Situation OE retrieves data from on-field devices called ROCs. It is therefore important to monitor the communication with those equipments and to know which ones are currently disconnected. Some issues are already known and are due to on-site operations. What we will monitor is a change in the list of the disconnected ROCs. This list is stored in the PI tag OPENENTERPRISE@MONITORING@EUR3@DISCONNECTED_ROCS. 6.4.2 Resolution On EUR3, open the Network Communications pane in the OpenEnterprise app and find the listed ROCs (most of them might have been removed by the users = no issue). If the ROC is disabled, ask in the Brussels ROCC chat group if this is normal. If not, enable it. Open Properties to get the IP address of the ROC. Try to telnet the ROC on port 4000. If it doesnt work, send the incident to GIO-NET-SUPPORT-L1. If it does work, there might be an issue with the ROC device. In that case you should inform ALBI. The best contact might be Benjamin JANSSENS. 6.5 Communication between OE and PI 6.5.1 Situation There are Sinusoid tags for both servers (OPENENTERPRISE@MONITORING@EUR3@SINUSOID + OPENENTERPRISE@MONITORING@EUD3@SINUSOID). Those tags come from a PI-Random interface installed on the OE servers. If the tag from EUR3 becomes frozen, it means that OE is no longer sending data to ID3SER-PI001 and that is a P1 incident. 6.5.2 Resolution You might start by checking the state of the Random interface on the OE server in order to make sure the monitoring tool is working fine. Additionally, make sure there is no incident ongoing with PI. If only the SINUSOID from EUR3 is frozen, you might start by performing a Failover of the OE sessions so that the backup server assumes the master role to restore the connection to PI. The following points should be checked : Network : send a telnet 5450 from the OE server to ID3SER-PI001. If not working then send the incident to GIO-SEC-PSS-RUN-L2_L3. PI Trusts on ID3SER : there should be 2 Trust for both OE servers to give them write access to the PI. Make sure they have not been altered or deleted. PI-SDK logs on the OE server should give additional information. 6.6 FastHistory data to PI 6.6.1 Situation Billing data or FastHistory is sent from OE to PI using a direct connection. If this link stops working then all the tags having OE as their pointsource will be frozen. 6.6.2 Resolution The first thing to do is to make sure the OPC data is being sent to PI. In order to do that, you might import some tags with pointsource OPC_OE and check if they are receiving data. If not, then the case might be similar to what is described at 6.5 Communication between OE and PI. If only the FastHist link is broken, the following actions might help : Check if OE tags are receiving data. For example, ORFV.1.FLOWHR is a FastHistory tag in OE. If they are not, then the issue might be located on the ROC devices and ALBI should be informed. Perform the checks described in the bullet list of 6.5.2. Check if the link configuration in OE is okay. 6.7 OPC data to PI 6.7.1 Situation Most of the OE data is sent to PI via an OPC interface installed on EUD3-PR-SCADAC4. If this link is down then the tags with pointsource OPC_OE will be frozen. 6.7.2 Resolution Firstly, you should make sure the FastHistory tags are working. You can find them by searching for tags that have OE as their pointsource. If they are not then you might check the previous point 6.5 and 6.6. If FastHistory tags are working, the following actions - performed on EUD3-PR-SCADAC4 - might help : Open ICU and check that the interface is running and restart it. Open OEOPCDAServer from C:\Program Files (x86)\Emerson\OpenEnterprise\Bin. It should initially appear in the widgets and needs to be opened from there. Check if the database is properly connected. If not, try to telnet 10.3.83.81 on port 135. If not working then assign the incident to GIO-SEC-PSS-RUN-L2_L3. If OEOPCDAServer shows a good connection, try to telnet ID3SER-PI001 (10.154.99.28) on port 5450. If not working then assign the incident to GIO-SEC-PSS-RUN-L2_L3. In Task Manager, kill the OEOPCDAServer process and restart the program from C:\Program Files (x86)\Emerson\OpenEnterprise\Bin. Go for Standard PI OPC interface troubleshooting using PI-SDK and OPC Client Tool. 6.8 Workstations communication 6.8.1 Situation Users connect to workstations to visualize OE data through custom displays. The workstations should be able to communicate with the OE servers. This communication is monitored by a PI-Ping interface installed on the main OE server EUR3. If an alarm is generated, this means that one of the workstations is either down or unreachable from OE. 6.8.2 Resolution Check that the PI-Ping interface is up and running on EUR3-PR-EMEHIST. Try to connect to the problematic workstation - EUD2-PR-EMEVIE1 or EUR2-PR-EMEVIE1 - to check the state of the server. If the server is down then send the incident to GIO-CS-SD-WINDOWS-L2. Check the network between EUR3-PR-EMEHIST and the workstation by launching a ping.. If not working then send the incident to GIO-SEC-PSS-RUN-L2_L3. 6.9 Hardware Standard hardware KPIs are monitored using a PIPerfMon interface installed on both OE servers. This features a monitoring of the disk space, memory (RAM) usage and Processor (CPU) usage. If a hardware alarm is generated the issue might be confirmed and then the incident should be sent to GIO-CS-SD-WINDOWS-L2.
1- PURPOSE This article describes the architecture and the particular functionalities of Sasol T1-T16 SCADA box. 2- FIELD OF APPLICATION This document can be used by Alizent support expert who faces an outstanding issue for the site concerned. It will help troubleshooting by giving an overview of the SCADA solution in place and points that might be checked. 3- KEY WORDS PI Collective PHD server PItoPI interface Redundant interface UserInt1 Scanclass PI-SMT PI-SDK PI Data Archive Acquisition node Heartbeat health point IORate health point 4- SCADA BOX ARCHITECTURE The solution in place features 4 SCADA servers : ZA-S-SECU-HIST2 - primary Collective member ZA-S-SECU-HIST3 - secondary Collective member. ZA-S-SECU-DACQ2 - primary Acquisition node. ZA-S-SECU-DACQ3 - secondary Acquisition node. Here is a drawing of the situation : 5- SASOL/AIR LIQUIDE LINK Contrary to most of the SCADA solutions deployed, we don't retrieve data directly from the OPC servers. The acquisition nodes are connected to intermediate PHD servers instead. Each PHD retrieves its data from one or several OPC servers. However, the support operations will be the same as if we were retrieving from the OPCs. There is also a PItoPI interface that throws data back to a PI DA managed by Sasol. Below is a drawing of the data retrieval links : 6- DATA SENT TO SASOL 6.1- Description As agreed with Sasol, some of the data is retrieved from the OPC and then sent back to Sasol using a PItoPI interface. The interface used is the 'PItoPI10 - Air Liquide to Sasol' installed on ZA-S-SECU-DACQ2. The source server ZA-S-SECU-HIST2 and the destination server is 155.237.91.212. This interface uses UserInt1 to match tags on the source server with tags on the destination server. UserInt1 attribute of the destination tag should match the PointID of the corresponding source tag. 6.2- Common problems & Troubleshooting The issues experienced with this solution will usually be linked to wrong tags configuration. In order to check the configuration of the tags on both the source (ZA-S-SECU-HIST2) and the destination (155.237.91.212) server, you can open PI-SMT from the Acquistion Node ZA-S-SECU-DACQ2. This server has read/write access to the server on Sasol side and this is the reason why we can use it for this purpose. Common configuration mistakes will be : Wrong scanclass (location4) on the destination tag - PItoPI10 interface only accepts scanclasses of 1 or 2. Wrong UserInt1 on the destination tag - it should match the PointID of the source tag. Please note that tags located on 155.237.91.212 are the property of Sasol. Therefore, they are responsible for their proper configuration. Please ask customers before changing any attribute to a tag. Also, if you notice configuration issues on many tags, you might warn them and explain them how to fix the issues instead of fixing them yourself. You might also notice issues on the interface level. In that case, a deeper troubleshooting using PI-SDK logs would be required. 6.3- Monitoring The fact that the PItoPI interface sends data to a server not managed by Alizent keeps us from monitoring it using SCADA.Monitoring. We have developed a monitoring script instead. This script is located on ZA-S-SECU-HIST2 under D:\Monitoring. It has been coded in Powershell and in ran every 10 minutes using a batch file and a scheduled task. The script checks the Heartbeat and the IORate tags for the PItoPI10 interface. If the Heartbeat 10 seconds ago is equal to the current Heartbeat it will send a notification email indicating that the interface might be down. If the IORate is below a defined threshold it will send a notification email indicating that a small amount of tags are updating. The monitoring tags are retrieved from 155.237.91.212 using another PItoPI interface installed on ZA-S-SECU-DACQ2. It is called 'PItoPI1'. An issue with this interface could explain a strange behaviour of the script.
airliquide, alizent, amaury, architecture, article, box, can, checked, com, concerned, corp, describes, english, expert, faces, functionalities, giving, might, outstanding, overview, particular, place, points, sasol, scada, site, solution, specifications, support, t1-t16, this article describes the architecture and the particular functionalities of sasol t1-t16 scada box.it can be used by alizent support expert who faces an outstanding issue for the site concerned. it will help troubleshooting by giving an overview of the scada solution in place and points that might be checked., troubleshooting, used, who, wigishoff, wigishoff@eu, will
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KB0016089
MIR - The site is Down (February 16th, 2020)
English
amine.azatour@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2022-01-03 16:59:48
18
Major Incident Reports
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2020-02-16 10:16:41
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GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Date : 02/17/2020 Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is Down INC0551407 - February 16th, 2020 Timezone : GMT Total outage duration : 47 Minutes Executive Summary Classification : "Major connectivity outage" On February 16th, 2020 at 08:29 GMT The SFR monitoring tool pro-actively detects an incident in the Brazilian datacenter, affecting all sites in Brazil. On February 16th, 2020 at 09:16 GMT, the incident is resolved, leading to a service disruption of 47 Minutes Root cause Power maintenance in the datacenter. We were not provided with the scheduled downtime/information. Major steps leading to incident resolution1 February 16th, 2020 09:37 : Contacting the ISP to investigate from their side. 09:44 : Contacting the customer for primary checks. 09:50 : The site become up after that the power maintenance is over Action Items Followup with ISP to ensure proper and timely communication of planned maintenances External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041824. Version: V1.0 Date: Author(s): Amine AZATOUR-SC Service Manager validation2 Date: September 17th 2021 Approver(s): Matthieu DELOYE Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
Short description: E-Time related issues. SYMPTOMS: User has issue or request related about E-Time (one application in FSSC). LOGGING CATEGORISATION: Ticket template to be used:NA Business service:BAP - HUB - APAC Servicenow Configuration item:NA Situation:TBD Assignment group:BAP-COE-SNOW-L2
HCDIT ZQ14N: Drill Down Functionalities and New Field
English
ana.palma@eu.corp.airliquide.com
2
Ines FERREIRA-SC
Uncategorized
Published
2025-01-08 12:29:50
43
myITcorner
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HCDIT - SAP Chorus - L2
Process explained/ Business Need addressed / Problem solved The transaction ZSC01 has some unique functionalities that were developed for Italy and Belgium but can be used for any affiliate. The main process stands for: Now it’s possible to modify deliveries directly from the report;Enhancement on performance;Blank fields now show correct values;Translation for Spanish, Portuguese, Italian and French. Solution / process detail Consider the following scenario as a selection criteria for ZQ14N: Whenever a delivery is double-clicked, the system triggers VL03N. It’s possible to change any information on the Delivery and after saving, the system redirects to ZQ14N once again. This field for example now has values due to the selection made into the program (VBAK) The new field is: If you need to select both cases, then it's necessary to add both on the multiple selection icon, like so:
HCDIT Update Parameters in ZSU3: Update User Master Data Parameters
English
ana.palma@eu.corp.airliquide.com
3
Ines FERREIRA-SC
Uncategorized
Published
2025-01-08 12:29:50
31
myITcorner
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2022-01-20 12:21:56
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HCDIT - SAP Chorus - L2
Process explained/ Business Need addressed / Problem solved: In order to help the users to be more self-taught, there is a transaction they can use to update user master data parameters. Solution / process detail: Transaction ZSU3: Select tab parameters: Change the necessary values in the column “Parameter Value” and save:
HCDIT DBWeb Italy Interface: Extra run of ZV136 and impact on daily job
English
ana.palma@eu.corp.airliquide.com
7
Ines FERREIRA-SC
Uncategorized
Published
2025-01-08 12:29:50
31
myITcorner
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HCDIT - SAP Chorus - L2
Process explained/ Business Need addressed / Problem solved The job to extract contracts runs every day at ~1:00 PM and will select all Italian contracts created and or changed on the day before, regardless if the date is on header or item level.It will check VBAK-AEDAT+VBAK-ARDAT+VBAK - ZZREVDATE. These fields are set to the day of change each time a change on contract is done. The mainly purpose of this is to send data in the Extrantet - Vitalaire GATe. Solution / process detail 1st step of DBWeb interface (GIO box name PPIT0775CHOAC195A) is to delete from AL11 (/usr/sap/C*A/in/out) all files with name IT0775_195* [if there is some.So if you manually run transaction, file will be added in AL11 by transaction and in principle this file will be deleted (and lost) at night by DBWeb interface]; 2nd step of DBWeb interface is to launch in SAP programs to generate the files (e.g. invoice xml file, program behind ZV136); 3rd step it sends to DBWEB; 4th step it archive the files (move them into backup folder /usr/sap/C*A/in/out_bk). So if you want to sent an extra file to DBWeb you need to run transaction (e.g. trancation ZV136), download the file from AL11 /usr/sap/C*A/in/out (e.g. transaction CG3Y) and manually sent by yourself (e.g.. fileZilla).At the end and to play safe, I would suggest manually deleting the files generated on AL11 by you (delete them on the same day you manually created). -> e.g. transaction ZT01. This step can be done by CGI Support. Relevant info about this interface from autosys: insert_job: PPIT0775CHOAC195AJ01SYS_0001 job_type: CMD box_name: CPIT0775CHOAC195Acommand: /home/unicenter/AL/AL_REMOVE_INTERFACE_FILE.ksh IT0775CHOAC195A/1
HCDIT Chorus HOMES Material synchronization: "Attribute 5" & "Attribute 6"
English
ana.palma@eu.corp.airliquide.com
7
Ines FERREIRA-SC
Uncategorized
Published
2025-01-08 12:29:50
23
myITcorner
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HCDIT - SAP Chorus - L2
Process explained/ Business Need addressed / Problem solved Due to miscommunications between HOMES and Chorus regarding materials, the user needed to understand when having attribute 5 and 6 ticked in Chorus, why it still appears in HOMES service material selection. For these attributes, exists some rules and some impacts they have in HOMES: “Product attribute 5” & “Product attribute 6” unticked: The material in the PDA is available at delivery catalog level and at warehouse level (warehouse delivery = 0); Ticking “Product attribute 5” only: the material in the PDA is available at delivery catalog level only (warehouse delivery = 1). It hides the material in the PDA at warehouse catalog level; Ticking “Product attribute 6” only: the material in the PDA is available at warehouse catalog level only (warehouse delivery = 2). It hides the material in the PDA at delivery catalog level; Ticking “Product attribute 5” & Ticking “Product attribute 6”: the material in the PDA is not available at warehouse catalog level and not available at delivery level (warehouse delivery = 3). It hides the material in the PDA at warehouse catalog level and at delivery catalog. Regarding the user question about if there was a problem on Chorus or on HOMES side, the answer consists: On SAP side, product attribute 5 and product attribute 6 depend on the sales organization. On HOMES side, there is only one database for Spain and sales organization level isn't taken into account. For example, for material 200008323, we have three different views: For Sales Org = ESTR, product attribute 5 and production attribute 6 are unticked. (=> material is available at W/D catalog level); For Sales Org = ESGM, product attribute 5 and production attribute 6 are ticked. (=> material is NOT available at W/D catalog level); For Sales Org = ESHC, product attribute 5 and production attribute 6 are unticked. (=> material is available at W/D catalog level). HOMES stores only one information for one material per country: depends on the last view created/updated, the material can be available or not. Solution / process detail Easy solution is to tick attribute 5 and 6 on all the views. If your material is created for only one spanish sales organization: the material is seen in HOMES for all the spanish PDA's. Sales organization level doesn't exist on HOMES side, but it takes into account a country level. Only the first two digits are used to determine the country ESHC, ESTR, ESGM: ES => Material is created / updated in the spanish Database (There's 4 HOMES Databases: one for each country).
Process explained / Business Need addressed “The ZICB A336151_90 is correct in KNA1, however at the level of the delivery 8900252312 we see wrong address Grupo Gasmedi - BARCELONA / JUSTYNA / 08032 BARCELONA - from where this address is determined?” Reason/Explanation The address in VL03N comes from the Delivery Address tab of the Purchase Order. Delivery 8900252312: PO 9700188854: This information is automatically filled at Storage Location level (OX09). If there is no address on Storage Location, then it gets the Plant’s Address. In this case, the Storage Location has an address associated. Therefore, it is copied into the PO’s Delivery Address tab and, consequently, to the Ship-to of the delivery created. OX09 – Plant EG90 – Storage Location REP0: Solution Correct the Storage Location’s address (or remove it).
General presentation of transaction The report ZV85 is used to display the Contracts/Patients, which did not have any Deliveries in the time period selected of days. It will display all the contracts/patients in that situation so they can contact the patient and, if necessary, do the necessary follow-up actions. For this reason, this is quite a useful report for all the affiliates. The report displays the patient data based on contract details. Report: ZV85 Program: ZVPRXX12 The general rules The Contract is the main component that feeds all information regarding the therapy and client Only display results for the current contract therapy (KVGR2/MVGR2), even if no therapy is inserted on the selection screen The therapy indicated should exist in the system Always recognizes last delivery of the contract to only display correct results – contracts without deliveries in the selected period of time (for example 120 days). Therapy in selection criteria and results means the therapy of the contract. DN/Order is not relevant for the query/results. The report consider actual goods issue (GI) date Filter on therapy (contract level) is done at selection criteria level. Input and output data. Selection criteria: Output fields: The result in SAP: The result with option Excel file: Requests The several changes were requested for this transaction, below the result with changes for BCRE481 and FPAG040. BCRE481 Increase selection criteria from 2 to 3 digits for Period -> Not delivered period. The GI date should be considered for the report. The all types of DN also should be included. FPAG040 Correct bug related to the therapy. BCRE481 Increase selection criteria from 2 to 3 digits for Period -> Not delivered period. The number of days should be increased from 2 to 3 digits, so the maximum number of days is 999. AS-IS: TO-BE: Set period from 2 digits to 3 digits: Changefrom p_period(2) to p_period(3) on ZVPRXX12_TOP. 2. The GI date should be considered for the report. Report consider Delivery Date (LIKP-LFDAT), not actual goods issue date (LIKP-wadast_ist). As-is: To-be: The solution is to change from field likp-lfdat to likp-wadast_ist on program ZVPRXX12. 3. All types of DN also should be included. As-is: DN being considered for IT: ZIAD Replenish. delivery ZIEX Exchange delivery ZIRE Final Return del. ZIRP Partial return del. ZIUL Pick-up delivery CT ZI01 1st install delivery To-be: all IT DN type ZI*, i.e.: ZI01 1st install delivery ZI03 1st install lent del ZI11 1st install delivery ZI12 Install equip. sold ZIAD Replenish. delivery ZICA Immediate delivery ZIEV Del/Ret. device sold ZIEX Exchange delivery ZIFR Free delivery ZIJC Maintenance S ZIKA Consignt Pick-up ZILV Ord. repaired device ZIMT Maintenance Obs ZIOR Selling delivery SL ZIRC Cylinder stock regul ZIRE Final Return del. ZIRP Partial return del. ZIRV Return sales ZIUL Pick-up delivery CT ZIUP Pick-up delivery SL It can be customized via ZX04. How to customize for FLag ZFG3537 (V, J), table ZXX00. On CDA(200): 1º - Transaction ZX04 2º - Insert the concerning fields 3º - Choose one line and the click on the field “Flag Value” 4º - Insert Row, enter the value and Save: 5º - Create the transport request FPAG040 4. Correct bug related to the therapy Currently, the report is displaying wrong therapies associated to the contracts/patients, which are also different from the therapy selected on the selection screen (please check printscreens below respectively): In summary, this happens due to previous modifications in Therapies at contract level and the combination criteria of the deliveries, which were defined prior to the update of Therapies. Please find below the full analysis: Program ZVPRXX12 reads the selection screen information to retrieve data, then: Goes to table VBAK to retrieve all contracts for the respective patients, with the information on the selection screen. Goes to LIKP with the following criteria: Sales Org (VKORG) = ITHC Del. Type (LFART) = ZI01 Customer (KUNAG) = 1000101692 Status of goods movement = C - Completed 3. Goes to LIPS, with all the deliveries found above to filter only the ones with Quantity > 0 & retrieves those deliveries. 4. Goes back to LIKP with all the deliveries retrieved on step 3 and retrieves the field ZUKRL – Combination Criteria which is composed by CONCATENATION of: Document Type = G – Contract Contract Nº = 5102097917 (for example – highlighted in red on report’s screenshot) Division = 01 Distribution Channel = 01 Therapy = A04 (in this example) 5. For final validation, to retrieve the results on the report, it validates if the contract in this combination criteria exists on the first extraction of VBAK (contracts): If contracts EXISTS => Retrieves contract number & therapy from the ‘Combination Criteria’ of the respective delivery (field LIKP-ZUKRL) If contract DOES NOT EXIST => Contract/Patient is not displayed on report The reason why some of the therapies are being incorrectly displayed (report output) is due to changes in the therapy, at contract level (VBAK-KVGR2) but the deliveries and its combination criteria were created prior to that change. For example, using the same contract & patient as above: Contract 5102097917 contains Therapy A03 at header level (VBAK-VGR2) but in the report the therapy displayed is A04 (please check print screens below, respectively). This is due to the fact that the Therapy of the contract changed from A04 to A03 (please check first print screen below) but in the meantime a Delivery was created – 8102364944. Since this delivery was created before the therapy of the contract was changed to A03, the field ‘combination criteria’ (LIKP-ZUKRL) is “CONCATENATED” as per the information prior to the changes: (G + 5102097917 + 01 + 01 + A04) which is why in the output of the report is displayed as A04. The report is only displaying one line per contract (only therapy of the header instead of retrieving one line per therapy – regarding the combination criteria).
Business Need or Problem: Device/Equipment had already 5 measuring points collected from the field with Homes, as it can be seen below: However only one shows up in ZI04: Solution Detail: The data displayed in this transaction is considered starting from the ‘Installation Date’: First Measure = (Date of measure ≥ Installation date) Last but one measure = Only displayed if more than 3 measures (≥ installation date), selects the one previous to the last one Last measure = Only displayed if more than 2 measures (≥ Installation date), selects the last one On this specific example sent by the user, it will only display one result due to the criteria explained above. Customer = 1000143268 Equipment = 401616303 As displayed above, this is the data that we have: 5 measurement documents on equipment 401616303 (different dates) Installation date = 01.05.2019 Since the installation date is equal to 01.05.2019, the measurements retrieved previously to that date will not be taken into account (will not be displayed). Only data retrieved after the installation date will be displayed since that is after the equipment was actually installed, which is why in your specific example you only have one result (03.05.2019). The other columns need to have more than 3 and more than 2 measurements (after the installation date), respectively, on order to be filled => 'Last but one measure' and 'Last measure'
Business Need or Problem: Sometimes, there is a need to create an invoice for a certain contract due re-invoice, but the document is not created despite the message that appears informing that the invoice was generated: Solution detail: Go to VA42 transaction and “Edit” the contract at item level to save the Billing Plan and Net Value with the correct amount and SAVE (not really editing any data, it is just entering in Edit mode and the system will update the values). This will allow the generation of the invoices for the contracts in VF04 since they now have the correct amount to invoice.
Process explained/ Business Need addressed / Problem solved This document aims to explain the functionality of the ZSD_PDF_INV transaction Solution / process detail ZSD_PDF_INV transaction: Select groups options: PT ADSE Group: It will be created a spool for each invoice. Payer Group: It will be created a spool/pdf for each payer informed in the selecting fields. Group All: It will be created just one spool/pdf. Select output options: By email: It will be generating a spool and the pdf will be send by email. By download: The download will be done but won´t be created a spool. By spool: A spool will be created. Select execute options Co-payments: The invoices indicated in reference field will be also considered in the prints. The ordination described below are made just if the Co-payment flag is marked. Sort by Alphabetical ordering: The data generated will be shown considering the name´ Payers sort. Sort by customer number: The data generated will be shown considering the Payers numbering sort. No Sort: Without ordination. PT ADSE Group In case of this checkbox is active the Payer is a mandatory field. The program selects all Billing type ZPG invoices as Payer informed in the selection fields. In this scenario, we selected 3 payers as below: If more than one email is necessary, go to Multiple selection: After running the program, a message will be shown with generated spool and the message informing that the email was sent. The email was received as expected: As the filters selected, the sort was customer number: Payer Group When this option is selected, it will be created an only spool/pdf for each payer. In this scenario, we selected 3 payers as below: When you select the Payer Group or Group all, others selecting fields are available: The spools were created and as we can see below, the sort was as selected: Alphabetical ordering: Group All When this option is selected, it will be created an only spool/pdf for all payer/invoices. In this scenario, we selected 2 payers:
HCDIT Homes vs Chorus: Error "Material should have quantity 1"
English
ana.palma@eu.corp.airliquide.com
8
Ines FERREIRA-SC
Uncategorized
Published
2025-01-08 12:29:50
29
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HCDIT - SAP Chorus - L2
Process explained/ Business Need addressed / Problem solved The user wants to insert 0 as the quantity of a device already existent in a delivery note, and an error "xxxx should have quantity 1" is appearing: Solution / process detail The technicians through PDA (Homes) can add, modify and eliminate (quantity = 0) materials inside DN’s.The interface is through IDOC’s (type Z_ZVDI03_01) and the monitoring is done on ZV123 transaction.When it’s added a quantity, we receive on CHORUS an IDOC with line status = “A” (add). When it’s changed (Example: quantity is changed from 2 to 3), the line status is = “U” (update).When it’s eliminated (quantity “0” is forced) the line status = “N”. The systems does not allow the adding (line status = “A”) devices (medical equipments) with quantity = 0: The error the user got initially shows up If the users want to add quantity “0” to a device of an already existent delivery note, they should eliminate that material (line status = “N”), and the quantity already come up as 0 (in this cases from HOMES to CHORUS):
HCDIT ZV133 (program ZVPRIN27): Issue during end of month Invoice
English
ana.palma@eu.corp.airliquide.com
19
Ines FERREIRA-SC
Uncategorized
Published
2025-01-08 12:29:50
57
myITcorner
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HCDIT - SAP Chorus - L2
Process explained/ Business Need addressed / Problem solved Several issues have already been identified on transaction ZV133 (program ZVPRIN27), an important program responsible for the creation of ZIP files containing IT invoices (billing documents).Examples of issues and work-around applied on each case:Document related with monitoring;Document related to work-arounds.This program runs daily triggered by GIO/AutoSys which also then sends the ZIP files created in SAP from SAP AL11 to Engineering (external IT vendor responsible for sending the Invoices to customers). Solution / process detail Issue reported after Invoice of May 2020 is that invoices created on 29.05.2020 were not sent to Engineering: Note: For XML files, ZV135 - DB Web - Invoice extraction IDOC (program ZVOUIN30IT; GIO task PPIT0775CHOAC195AJ02SAP_0007 ) run daily around 01:00 and sent XML file for invoices created on day before. On 03.06.2020 for example nothing was sent because no invoices were created on 02.06.2020.Message type IDOC: Z_ZVDBO01_INV ////////////////////////////////////////// Other process, only SAP task:ZI12 Invoice(Orig. XML), every day at 20h00 This process is based on ZI12, not ZI30 as for doc. attached to Invoice.For ZI30, below job attach pdf to invoice and at 23h45 ZVPRIN27 extract and sent it: ZVPRIN27 - ZV133 : Invoice and attach extraction issue end of month:Using creation date in ZVPRIN27 and schedule it in Autosys daily, as done for ZI12... Important note, Day JSome jobs are planned every end of month, before and after the DAY J. It is important to understand this notion For information J represents the instance between 23:59:59 and 00:00:00 between the last date of month and first day of next month. J-1 represents last open (working day) of previous month and J+1 is the first open (working) day of the next month For ZIP file, ZV133 ran daily with exception of IT pre-invoice/invoice period (which started on 29th May and ended on 4th June): In fact, we can see that Invoice activities for IT (Pre-invoice, Invoice and Pos-Invoice) starts on J-1 and end on J+2: This means that for example for month May 2020 (as confirmed in AutoSys screen-shot below) invoice activities started on J-1 29.05.2020 (which accordingly AutoSys defined calendar corresponds to last IT working day before end of month day 31.05.2020) and finished on J+2 03.06.2020: The fact that the archiving program does not run from day J until j+1 (it then run only on j+2-> last process triggered) does not possess issues because all invoices that might be created during this day have billing date = last day of month (e.g. 31.05.2020; 30.04.2020, etc). And why do they have this date? Because program ZFPRIV01 (variant ITCHO077500) that runs daily at night (Job name PPIT0775CHOFIZUBDJ01SAP_0001) and is responsible for automatically changing billing date on table TVFKD (t-code VFP1) forces the billing date on TVFKD table = last day of month on all below days (customized in Z*set) ZFX23 table Z_CLOSE_AR_IT t-code GS03 This means that users are forced to put on above days the billing date = last day of month, otherwise below message is raised: FM RV_INVOICE_DOCUMENT_ADD Please note that the archiving program generates pdf files for IT invoices with billing date maintained in table TVARVC (parameter Z_BILLDATE_W0), which corresponds to the date maintained in VFP1, table TVFKD, range W0. For information, is daily job below (program ZSXXTE01) the one responsible for moving billing date from TVFKD table (VFP1) to TVARVC: So we just verified the fact that the archiving program does not run from day J until j+1 (it then run only on j+2-> last process triggered) does not possess issues because all invoices that might be created during this day have billing date = last day of month (e.g. 31.05.2020; 30.04.2020, etc) but there are issues from J-1 to J if there are invoices created in this period. Why? Because J-1 on GIO/AutoSys IT calendar does not always correspond to the last day of month (e.g. 31.05.2020; 30.04.2020, etc). In fact, J-1 on GIO/AutoSys calendar is the last IT working day of the month, so if the last day of month is weekend or bank holidays and there are invoices created in the last working day, they will not be archived. This is what happened in May (31.05.2020 was Sunday, so J-1 was 29.05.2020-> no archiving on that day). Same happened in February (29.02.2020 was Saturday, so J-1 was 28.05.2020-> no archiving on that day. Can you please check?) And will happen again in October 2020. Solutions: Send zip files manually on these months (IT team or CGI Support). Change in AUTOSYS the scheduling, so that for example we run this process every day, namely during J-1 and J+2 Invoice periods. J-1 and J+1-> dont run J+2-> run 03.02 J-1: 29.05 (not 31.05 because it’s a non working day)-> bill. date 29.05 30.05-> bill. date 30.05 31.05-> bill. date 31.05 01.05-> bill. date 31.05 02.05-> bill. date 31.05 03.05-> bill. date 31.05 /////////////////////////////////// Force the billing date on J-1 on these months also to the last day of month, as done from J until J+2. E.g.: billing date on invoices created between 29.05.2020 and 31.05.2020 would also be 31.05.2020.
HCDIT Purchase Order creation with a Vendor not defined for a certain Company Code
English
ana.palma@eu.corp.airliquide.com
7
Ines FERREIRA-SC
Uncategorized
Published
2025-01-08 12:29:50
27
myITcorner
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2022-01-20 12:30:14
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HCDIT - SAP Chorus - L2
Process explained/ Business Need addressed / Problem solved The user reported that a Purchase Order was created even though the vendor is not created for the defined Company code at PO header. This happened because it is the expected behavior of the system. No issue occurred. Solution / process detail During the creation of a Purchase Order, when inserting the vendor, the only validation made is between Vendor and Purchasing Organization. It is the standard behavior of SAP.In the specific case of fiche NRK264 (for example), the vendor 4060033 is created for the P.Org. ESHC. The P.Orgs. are "linked" to Company Codes and, in this case, ESHC is "linked" to all Company Codes: (Empty means that all Company Codes are engaged) Therefore, every Company Code is allowed to be used. The system allows the creation of POs for any Company Code associated to a P.Org. The only error related to this could only occur if the vendor used is not set for the concerned P.Org.
Process explained/ Business Need addressed / Problem solved Spain had reported the following issue while trying to post values on MB1C with a new serial number: Solution / process detail According to the SAP Note: 316868 - Serial No.:Report on correction of EQBS flag in EQUI segment - SAP ONE Support Launchpad We must run the program RISTEQ07 with serial number and either the equipment or material, only one of them. Mark Test mode before actually running, just to analyze if the program will catch the desired entry. Afterwards, unflag the test mode and run the program: This message must be retrieved. Ask the end- user to post again in MB1C.
airliquide, ana, com, corp, dump, duplicate, duplicate key, english, ferreira-sc, hcdit, ines, key, mb1c, number, palma@eu, posting, serial, serial number
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KB0025092
HCDIT The X01 movement is triggered after 101 in MIGO with PO
English
ana.palma@eu.corp.airliquide.com
5
Ines FERREIRA-SC
Uncategorized
Published
2025-01-08 12:29:50
39
myITcorner
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HCDIT - SAP Chorus - L2
Process explained / Business Need addressed / Problem solved The article explains the new functionality regarding the automatic trigger of X01 movement. Solution / process detail The scheme below has the flow regarding the purchasing of asset from the Local Warehouse: Normally users need to perform two actions in order to purchase the asset. First, perform financial movement 101 by MIGO (this good issue permit to post the INVOICE) and then with MIGO movement X01 to put the equipment in stock (RNT0, REP1 or EMPT stock). The request CFAL093 is about the automatization of the purchasing process. Now in order to purchase the asset from the local warehouse, users just need to perform financial movement 101 via MIGO (with PO) and the system automatically does X01 and set equipment in stock. Now job X01_* (SM37 t-code) is triggered automatically to post material documents for 101 and X01 via program ZFTLGM01. The Spool is the log of job, here we can consult information about job: Like the documents posted: Or the error information: Example of Equipment before X01: Equipment after X01: The Equipment sheet has two lines in history with the actions for 101 and automatic X01: Important to note that Italy has the EMPTY valuation type, we should consider this as no other Affiliate rather than Italy use it.
HCDIT Error while creating Maintenance Plans Automatically
English
ana.palma@eu.corp.airliquide.com
15
Ines FERREIRA-SC
Uncategorized
Published
2025-01-08 12:29:51
73
myITcorner
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HCDIT - SAP Chorus - L2
Process explained / Business Need addressed / Problem solved Sometimes the users complain that some maintenance plans are not automatically created (ZI52), neither the movement type X01, and for consequence the equipment update (ZI50). There must exist several reasons for this not to happen, like missing information, or technical errors… But one of the main reasons is the fact that the X01 movement is not triggered if the GR is done with mixed serialized and not serialized materials. Solution / process detail The proposed work around should be: Manually perform the goods receipt to put the materials in stock/storage location (movement X01): -Go to transaction MIGO; - Insert in the field “Doc.Header Text” the material document from the equipment in question: To get this number, go to IE03 with the equipment, tab SerData and then “History”: - Then insert the Material and give an enter: This material we can check in the material’s document, it’s the material that is o IE03: - Quantity: - Make sure the movement type is set to be X01 - Set the Plant and Storage Location from the Material that we can found in the material’s document: The valuation type is EMPTY so the storage location will be EMPT - Insert the batch that you can check also in the print above -And the serial number: From transaction EQUI like how we get the material document: - Then you check if everything is ok: -And Post: -Now the Material Document is posted and the movement X01 created: If we enter on IE03 again: - Now as we can see, there is some of the data in IE03 that is missing, including the Sales Organization that is very important in order for the maintenance plan creation. For adding those data we need to run transaction ZI50: We just need to insert the equipment and also the Sales Organization (we can choose the variant ITZI50, since it’s the one from the JOB that runs daily) - Entering once again on IE03, we can check that the missing data is now filled: - The last step is to create the maintenance plans. For that we go to transaction ZI54: The daily job for this program only creates maintenance plans for equipments created in the last 10 days, so if the equipment we are using is older, we need to go to table EQUI and find the date of creation of this equipment. After running the program we can see that two maintenance plans were created for this equipment:
HCDIT SAP system behaviour after maintenance plan activation
English
ana.palma@eu.corp.airliquide.com
0
Ines FERREIRA-SC
Uncategorized
Published
2025-01-08 12:29:50
23
myITcorner
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HCDIT - SAP Chorus - L2
Process explained / Business Need addressed / Problem solved The article explains the process regarding SAP behaviour after maintenance plan activation. Solution / process detail The daily job (with program ZIPROR12) runs the maintenance plan activation and does rescheduling of plans considering confirmed delivery notes. After this, the maintenance plan considering the scheduling creates the notifications via IP30 transaction. The IP30 transaction is used to manage the creation of notifications and rescheduling of maintenance plans. It runs automatically every day by job (program RISTRA20).After automatic creation of notification, the ZI52 transaction will convert it into Sales Orders (SO). The job every day automatically launches the program RISTRA20 that is associated with transaction ZI52. At the end, we can see that all processes in the system are automatic and are running daily by jobs. The scheme below shows the system flow between maintenance plan, notification and SO:
Business Need or Problem: Bellow information should be used carefully and only in Pre-Production SAP environments (eg. CEA). It's worth it to know which is the purpose of SOST and how to use it, namely in Pre-Production environments were some requests (examples e-mails with GPC information - ZM40 transaction) might not be processed automatically (-> waiting status are set). In Production environments, please create a request to support team. Solution Summary: SAP transaction code SOST is used to display and administer all messages sent using SAPconnect. This transaction displays send requests that are to be send, or have already been sent by SAPconnect and allow one to reprocess the requests not yet sent. Solution Detail: In this transaction, a send request always contains just one recipient. This means that a document sent to multiple recipients at the same time appears multiple times in the send requests overview (one entry for each recipient). This enables recipient-specific administration of the send requests; for example, renewed sending of a message to a recipient if it’s on waiting status or if an error occurred during the first attempt. The display and the selection criteria can be changes as per user needs. You can chose for example the required time period (send date and send time) in which the messages (e.g. e-mail) was sent: and/or by using for example the subject of the e-mail if you know it: The selection can be restricted further by specifying the sender and send method. List Fields • Status: Displays the send status. By clicking an icon you can display the status text of each send request. You can branch to the send history and to the long text of the status. • Send Method: Displays the send method (fax, Internet, and so on). • Document Title: Display details about the send request. • Sender, Recipient: Display details about the sender or recipient. • Send Date, Send Time: Date and time at which the user sent the message. • Msg (message number): The current status code of the send request. A dialog box with the status message is displayed when you click this field. You can branch to the send history and to the long text for the status. Display the relevant send status for the send requests: • Waiting: The message was sent by the user and is in the queue. It will be processed with the next SAPconnect send process and sent to the recipients. • With Errors: The send request encountered an error. • Sent: The message has left the SAP system. So far, it is unknown whether the recipient received the message or not. This corresponds to the status In Transit in the SAPconnect administration. • Transmitted: The message reached the recipient, or there is no status expected for the message. This corresponds to the status Completed in the SAPconnect administration. Transmitted can only be selected if Sent is also selected. • Other Once you have selected the requests you want to process (for example the ones that are on waiting status) you should click on the button (as highlighted bellow): You can then verify it the waiting request (status ) was send with success (status is changed to and you recipient at this point should have received the e-mail in his inbox) or if some error occurred (status is set).
HCDIT Error in Goods Receipt: Account not determined
English
ana.palma@eu.corp.airliquide.com
4
Ines FERREIRA-SC
Uncategorized
Published
2025-06-16 11:52:42
43
myITcorner
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NaN
NaN
NaN
NaN
NaN
1
2022-01-20 16:32:58
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NaN
HCDIT - SAP Chorus - L2
Process explained/ Business Need addressed / Problem solved During the goods receipt the following error appeared Error Message M8147 Account determination for entry CAAL KBS Z004 not possible. This error occurs because there is no G/L Account assigned in the item of the Purchase Order. The G/L Account is set automatically, but only if the relevant information exists. In this case, it is missing the valuation class in the material (at Plant level), so the G/L Account was not set as expected, and consequently it is not possible to perform the MIGO. Solution / process detail In order to proceed and create the GR, the process is: 1 - delete the impacted items in the POs (because it is not possible to change the valuation class in the material master, at plant level, if the material is already assigned in a PO for that plant). 2 - fill the valuation class in the material for the specific plant (screenshot is an example). 3 - revert the deletion of the POs items deleted in step 1. 4 - perform MIGO.
Reports Description Reports Transaction Code and title:IP16 – Maintenance PlansIP18 – Maintenance ItemsIP51 - Display of PM/SM Objects for contract Process explained/ Business Need addressed / Problem solved Brief description (in prints) of standard Maintenance Plans Transactions that can be useful in day-to-day managing maintenance tasks. Solution / process detail In this document, Maintenance SAP reports are presented with the information that each one can offer. IP16 – Maintenance Plans If we have available the Maintenance Plans Numbers that we want to check, the transaction it is simple to use and basic information about Maintenance Plan will be quickly collected. SAP Easy Access path to IP16 Selection screen with several types of criteria. Result of search with Maintenance Plan Status, date of start, creator and last change. By double clicking in the presented information, you can go to the corresponding transaction and receive details. IP18 - Maintenance Items This report brings detailed information about Maintenance Plan Items. A maintenance item is the preventive maintenance task that should take place at an object or a group of objects. A maintenance item in Air Liquide are, for example, the “Periodic Visit” for determined equipment. Selection screen with several types of criteria Result of search with Maintenance Plan Item linked to determined Maintenance Plan By double clicking in the data, you can go to the corresponding transaction and receive details. IP51 - Display of PM/SM Objects for contract The major difference in this report is that one of the search criteria is the Sales Document what allows you to search the Maintenance Plan or the Maintenance Plan Item directly with Contract or Order Number SAP Easy Access path An list of contracts were selected for a determined period (20.01 to 31.01) Select the information through the Check box (avoid the graphic if your system is not prepared) By double clicking on top of the presented information, you can go to the corresponding transaction and receive details. If you press back, another report (Maintenance Schedules List) with more information will be showed Like previous reports, just double click for more information.
GIO-Cloud Services Knowledge Base | KB Article for re-processsing the TRFC's in SM58
English
anamika.chourasia@eu.corp.airliquide.com
7
Sree CHAKRABORTY-SC
Uncategorized
Published
2025-07-28 19:12:58
10
IT Knowledge
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NaN
NaN
NaN
NaN
NaN
0
2024-07-31 17:46:35
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GIO-CS-SD-OTHERS APPS-L2
Pre-requisites : 1.Goto Tcode SM58 and check the status of the TRFC's in the system.2.Then check TRFC's status it is in transaction record or in error state.Example of the error: Publication error. Resolution Steps : 1.Goto Tcode SM58. 2.Give the Display period and Username and execute.3.Goto more --> edit --> execute LUW's and execute.4.Give date, username (Example : EGATE or WF-Batch).5.Select options Communication error, Recorded, System error, Terminated due to overload, Temporary Application errors and Serious Application errors.
GIO-Cloud Services Knowledge Base | KB Article for Quota Utilization
English
anamika.chourasia@eu.corp.airliquide.com
5
Sree CHAKRABORTY-SC
Uncategorized
Published
2025-07-28 19:12:57
10
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
0
2024-07-31 17:45:10
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NaN
GIO-CS-SD-SAP APPS-L2
Pre-requisites : 1.Log into OS level with root user. 2. Check the file system (/admin/centralSAP) using df -h. 3. We need to do housekeeping manually. Resolution steps : 1.Goto folder /admin/centralSAP/TechBundle2.We have to perform housekeeping by moving the older kernel files to /admin/central/tmp. Which are taken as a part of backup for Normal technical bundle.3.Once the house keeping is done the SAPS_REPO utilization will be normal
GIO-Cloud Services Knowledge Base | KB Article for Spools hang with status waiting for output format
English
anamika.chourasia@eu.corp.airliquide.com
4
Sree CHAKRABORTY-SC
Uncategorized
Published
2025-07-28 19:12:57
10
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
1
2024-07-31 17:45:52
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NaN
GIO-CS-SD-SAP APPS-L2
Pre-requisites : 1.Goto tcode sp01 check the spool status wheather the spool status is completed or waiting2.If the spools got struck we need goto tcode sm50 clear the work process Resolution Steps : 1.Goto tcode sm50 (More-->Adminstration -->Process-->Cancel-->With Core) and clear the workprocess which are in hung state2.Goto sp01 and re-print the spool (which is provided by requester) and give spool request number in output request.
airliquide, anamika, article, base, chakraborty-sc, chourasia@eu, com, corp, english, format, gio-cloud, hang, kb, knowledge, output, services, spool, spool status hang with status waiting for output format, spools, sree, status, waiting
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KB0054696
Dell Latitude - Camera is not detected
English
andras.burany@eu.corp.airliquide.com
487
NaN
Uncategorized
Published
2025-08-29 11:06:47
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
89
2025-08-29 11:06:11
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NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is experiencing issue where Camera is not detected on the PC from any application. POSSIBLE CAUSES: The issue can come from either obsolete / missing driver or BIOS Update or Camera Hardware issue (as reported). BEFORE YOU START: Make sure that the issue is from Camera detection issue by crosschecking with other application as Microsoft Camera app. Check the bios version of the PC (wmic bios get smbiosbiosversion command in elevated CMD or run msinfo32 from the Windows Search bar). STEPS: 0. First always use the BIOS update tool on the users PC. First always check in the Air Liquide folder if this tool is installed: If it is not, follow the KB and install it: KB0052392Start the tool. It can take some time so the user needs to wait until it is done. After it is done please check if the issue is resolved. If not, please follow the steps below. Check and Install Camera Drivers Go to the Dell Support Website and enter the systems Service Tag.Look for available camera drivers under the Drivers & Downloads section.If available, download and install the driver. Restart the PC and check if the issue is resolved. Check for Hidden Camera Device in Device Manager Open Device Manager (devmgmt.msc) as an administrator.Click on View and enable Show hidden devices.Expand Imaging Devices or Cameras.If the integrated camera is listed: Right-click the camera and select Uninstall device.Restart the PC and allow Windows to reinstall the driver. FOR EU:If the camera is still not detected and it is still under warranty please open a DELL ticket (it is mandatory to attach the screenshot of the Camera application error). For France, after opening the ticket please call DELL on the following phone number (0825 004 686) with the DELL ticket number and ask for replacement part.IF the computer is out of warranty please send to L1,5. (Screenshot is needed here as well!) FOR AMEI: IF the camera is still not detected, please send to the AMEI L1,5 team (Screenshot is needed here as well!)FOR AME: If the the camera is still not detected and computer has reached EOL, have the user submit a replacement request, if the PC is within EOL, assign to the corresponding FS team.For APAC: If the came is still not detected, please assign the ticket to the respective Onsite team. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname of user`s pc Category: Devices Subcategory: Hardware TICKET TYPE: Incident ARTICLE TYPE: FCR / Assignment TEAM: L1
airliquide, andras, bios, burany@eu, camera, com, corp, dell, detected, device, device management, driver, english, hardware, issue, management, not, not detected, not working, working
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KB0011745
DELL - Raise Break and Fix request in MMS
English
andras.burany@eu.corp.airliquide.com
1987
Dieter HEMING
Uncategorized
Published
2025-08-07 10:10:10
4
GIO Service Desk
NaN
#########
3.50
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
2026
2025-08-07 10:09:57
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NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User's PC is out of warranty and has a hardware issue, blocks him in work, cannot use installed software's. BEFORE YOU START: Please make sure that PC is not a PURCHASED one (check it as per KB0032652). Please follow the OOW procedure for asking for a quotation. If the quotation denied, Helpdesk needs to raise request "Order a windows device" without (purchase) on behalf of the users in case of break and fix. Please be informed the Detachable 2 in 1 is no longer available on the B2B Portal. If the request for B&F comes, please select Standard laptop. The Chromebook is no longer available, and this is definitive. STEPS: Create an incident, using the DELL template. Fulfill all the asked details. Please note: Raise the request " Order a replacement for a broken computer " in the frame of the break&fix request procedure if the quotation is denied. Even if the user tells that he/she received an email that his/her computer will be replaced automatically soon. DO NOT suggest the user to wait for the automatic replacement! Request to be raised: Order a replacement for a broken computer Open 'Catalogs' in MMS: Order a replacement for a broken computer 1. Remember to confirm the delivery address with the user! 3. Select the hostname of user`s pc 4. Select the same DELL model as the previous pc 5. a) In order to check the current device`s model, please click on the information button next to the selected hostname 5. b) Example for Advanced laptop Example for ultralight laptop Example for standard laptop 6. Provide a justification: 7. Look for the INC number: Should you not be able to find the proper model in the dropdown list, kindly open the same request "Order a new computer" in My IT Corner and raise it in the same way on behalf of the user. 5. After ordering the new PC, you will receive the REQ number. 6. Return to the incident, put the received REQ number in the work notes and short description and as per the temporary procedure, assign the incident to L1.5 > Onsite If user calls you to tell that he wants a new laptop because the EOL has been reached Ask if the PC has any hardware issue: a) If not, inform the user that his/ her PC will be replaced automatically (user will receive an official email about it) b) If PC has hardware issue (HDD damage, Ports, motherboard issue, power cord, power supply, touchpad, keyboard of a laptop) ask for a quotation. In case the quotation is denied or the residual value is too low, follow the Break & fix process as per above. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, andras, break, break and fix, broken, broken and fix. eol, burany@eu, case, change, change pc, com, corner, corp, dell, dell break and fix, device, dieter, end, end of life reached, english, eol, fix, hardware, heming, life, mms, my, my it corner, order, order a device in case of broken & fix, pc, pc renewal, raise, reached, renewal, request, slowness
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KB0050295
Mobile Telephony India - PUK request
English
andras.burany@eu.corp.airliquide.com
20
Najeeb KELOTH
Uncategorized
Published
2025-09-29 14:56:57
7
GIO Service Desk
NaN
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NaN
BAMEI - Fix and Mobile Phones
NaN
NaN
NaN
0
2025-05-14 11:53:52
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NaN
BAMEI-AREA-MGR
COUNTRY/REGION:India/AMEI ENTITY:All SYMPTOMS: User located in India, is requesting a PUK code for his phone STEPS: Create an Adhoc and assign in to the Onsite Support. Assign ticket to GIO-EUS-SD-AMEI-L1.5 LOGGING CATEGORISATION: Business service: BAMEI - Fix and Mobile Phones Situation: Password/Access Management [Ad Hoc Request] Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:Qatar/AMEI ENTITY:AMEI SYMPTOMS: User is in Qatar reporting a service provider issue. STEPS: Create an incident and assign in to the Onsite Support. Assign ticket to GIO-EUS-SD-AMEI-L1.5 LOGGING CATEGORISATION: Business service: BAMEI - Fix and Mobile Phones Configuration item: Mobile device hostname Situation: Connectivity [Incident] Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Installation of softwares, metapackages available for Air Liquide STEPS: We can use BBCA to install standard softwares on the user`s pc. It is currently used by Air Liquide for software and patch management (installation, uninstallation, and repair). You can find the softwares available for BBCA in Prod (\\saai-gdmlp01\prod) where we can check all the packages which we can install on the user`s pc. 1. Open BBCA: https://marimba-ops.eu.corp.airliquide.com:8888/mim/remoteadmin/tuneradmin/index.do 2. Login with your BBCA (Marimba) credential 3. Go to Applications > Infrastructure > Tuner administration 4. From the drop down list select "Manual entry", enter pc's hostname or Ip address, enter your Marimba credentials again and click on "Manage channels" *remember this user will save the hostname/IP 5. After logging in subscribe the package you would like to install by clicking on "subscribe to a package" 6. enter the address: https://marimba.apps.airliquide.com:5282 and click on Browse 7. Go to the appropriate folder > Components folder, select the application you would like to install, click on select and click on subscribe tip: User "CTRL + F" to search the application and highlight it. 8. after subscribed, application will appear as "install-pending". right click on it and select "Install" when complete, application status will appear as "Installed". Training of BBCA is available on the drive: https://drive.google.com/drive/search?q=bbca LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: HOSTNAME Category: Application Subcategory: Installation / Deployment Resolution Notes: Installed missing app through Marimba. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1, L1.5
E&C Network Drives - Request Access and Creation for new Folders
English
andras.burany@eu.corp.airliquide.com
108
Changhou LOW-SC
Network / Connectivity
Published
2025-09-29 14:48:11
7
GIO Service Desk
NaN
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NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
18
2025-06-24 14:33:43
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NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: User would like to request permission to an existing network folder or how to request creation of a new one on the E&C network drives. STEPS: Request must be done via myITcorner: - In case of permission request: MyITCorner https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=c91a35934f86eb009864ca1f0310c7ac&sysparm_category=a5a23c754f8b82003d9524fe0310c73c - In case of new folder request (new project, offer, department): MyITcorner https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=dec1683f4f3923009864ca1f0310c725&sysparm_category=a5a23c754f8b82003d9524fe0310c73c After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: My IT corner request submitted.
COUNTRY/REGION:Qatar/AMEI ENTITY:All SYMPTOMS: User located in Qatar, is requesting a PUK code for his phone STEPS: Create an Adhoc and assign in to the Onsite Support. Assign ticket to GIO-EUS-SD-AMEI-L1.5 LOGGING CATEGORISATION: Business service: BAMEI - Fix and Mobile Phones Situation: Password/Access Management [Ad Hoc Request] Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: L1.5
Mobile device - Process description for ordering new mobile device(Germany except E&C and Vitalaire)
English
andras.burany@eu.corp.airliquide.com
37
NaN
Uncategorized
Published
2025-09-18 10:58:24
5
GIO Service Desk
NaN
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NaN
Local Business Solution
NaN
NaN
NaN
1
2025-09-18 10:50:50
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GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Germany ENTITY:ALL (except Vitalaire - E&C - DE-AL GMS and DE-AL GMS GmbH) SYMPTOMS: User calls that his/her mobile device (tablet or phone) is broken and needs a new one. BEFORE YOU START: Make sure that the user is from one of the following entities: STEPS: Guide the user to the WISE Buyer responsible for their site or entity. (not necessarily the same as IT manager - the user and/or their manager should know the person) End users need to send an e-mail to the responsible WISE Buyer with the following details:1. Name of the device owner2. One of the following replacement reasons: -Battery dead -AL applications not usable -Theft -Broken display -Obsolete device model -Camera issues -Changing port failure -Speaker issue -Microphone issue -Power button not working -Other -Lost device -Water damage -WLAN not working3. More detailed description of the issue4. Mobile number5. IMEI number of the old device (see package if applicable, write "not available" if not)6. Preferred delivery address7. Preferred delivery date Process description for ordering new mobile devices in Germany (in German): Austausch_Mobilgeraete_Status_Feb24 - Google Diák Process description for WISE Buyers (in German): Anleitung WISE-Bestellung Mobilfunk: WISE-Anforderer - Google Dokumentumok LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: HardwareResolution notes: User directed to the local Wise buyer for ordering the device exchange via Wise. In case the user doesn't know who the responsible WISE Buyer is: Business service: Local Business SolutionCategory: Devices Subcategory: Hardware Assignment group: DE-ALD-LOCALIT-SERVICE-SUPPORT-L1
DELL - how to follow up DELL incidents when Self-Dispatch ticket is related to a Quotation
English
andras.burany@eu.corp.airliquide.com
154
Dieter HEMING
Uncategorized
Published
2025-07-31 12:50:22
5
GIO Service Desk
NaN
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NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
3
2025-07-31 12:48:52
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NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: How to follow up DELL incidents after opening a service request via the DELL TechDirect related to a Quotation in case of out-of-warranty cases STEPS: 1. Check if out-of-warranty incidents have been updated by airliquide.support.fr@dell.com and whether a quotation has been received. If so, please kindly let the daily DELL responsible know about it right away to validate the quotation!!! 2. Once the received quotation is validated by an SME: Approved quotation: Pend the ticket and follow up with the user until the issue is resolved Denied quotation: Proceed with break and fix request and assign the incident to L1.5, following KB0011745. ARTICLE TYPE: Process TEAM: L1
airliquide, andras, burany@eu, com, corp, dell, dieter, english, eu, europe, follow, hardware, heming, how, incident, incidents, issue, out, out of warranty, quotation, related, self-dispatch, ticket, to, up, when
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KB0056754
Google Chrome - Editing Word, Excel and PowerPoint files without MS Office suite
English
andras.burany@eu.corp.airliquide.com
43
NaN
Uncategorized
Published
2025-08-11 10:47:55
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
4
2025-08-11 10:47:38
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NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: The user doesn't have specific Microsoft Office applications and needs to open and edit Word, Excel and PowerPoint files using Chrome browser. POSSIBLE CAUSES: The user's Office applications have been deactivated and they need a way to open Microsoft Office files (docx, xlsx etc.) STEPS: Please follow the below steps. Click THIS LINK and install Office Editing for Docs, Sheets & Slides plug-in Now to set up opening specific files in the Chrome browser automatically (e.g. *.docx if you dont own MS Word) you need to associate these files with Chrome browser. To do that, find file type you cant open (e.g. *.docx) and: right click on file > Open with Tick option Always use this app to open .docx files Click on More apps ? Scroll down and click on Look for another app on this PC In the open window navigate to C:\Program Files (x86)\Google\Chrome\Application (in case of Windows 10)orC:\Program Files\Google\Chrome\Application (in case of Windows 11)and double click on chrome.exe Now all *.docx files will be opened by Google Chrome- all above steps are applicable to *.xlsx and *.pptx as well Now all associated files will get Chrome icon and the open file will look like below: NOTICE: "Office Editing" standard does not always show perfectly MS Office files (but remain in native format). If you notice discrepancies, simply go to File / Save as Google Docs for your document to be converted to Google documents. To recognize which file is MS Office format or Google format take a look at the top left icon. Microsoft Office Format Google Format LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assitance Request details: Google app: choose one that corresponds to the Office file type the user needs to openContext: Guidance to open and edit Word, Excel and PowerPoint files without MS Office suite in Google Chrome In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution: Assisted the user in opening and editing Word, Excel and PowerPoint files in Google Chrome
airliquide, andras, burany@eu, chrome, com, corp, docs, editing, english, excel, files, google, microsoft, ms, office, opening, point, power, power point, powerpoint, sheet, slide, software, suite, without, word
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KB0042275
MIR INC1272047 - Extreme slowness in ALTO. (October 13th, 2023)
For SLM Request not successful in Oracle Users can raise two types of SLM requests- 1) Supplier creation - To create a new supplier 2) Supplier updation - To update the details of existing supplier Steps:- 1. Login to Oracle E-Business suite for ALPROD (https://alprod.as.corp.airliquide.com:443 ) 2. SLM request should be approved to get processed by oracle program. To check if SLM request is approved by all the approvers- Go to Supplier Lifecycle Management Responsibility > Click on Apex SLM Requests Approval and History Details report > and search SLM number 3. After approval from all the approvers, The Interface status of SLM request will get changed from Pending approval to Pending Interface To check SLM interface status- Go to Supplier Lifecycle Management Responsibility > Click on Apex SLM Requests Approval Status report > and search SLM number 4. Below Oracle Scheduled programs are used to process SLM requests in oracle- -CUX SLM Supplier Creation -CUX SLM CR Supplier Updation After program run please check interface status Interface Successful - Oracle program successfully processed the SLM request In case of Error, Kindly raise an IT ticket for the same.
airliquide, aniket, com, corp, english, korde@as, not, oracle, request, slm, slm request not successful in oracle, successful
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KB0056027
Supplier / Site / Bank missing in SNOW
English
aniket.korde@as.corp.airliquide.com
22
NaN
Uncategorized
Published
2025-07-29 19:24:35
9
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-06-01 21:45:21
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BAP-COE-ORA-L2
For Supplier / Site / Bank not showing in SNOW Steps:- 1. Login to Oracle E-Business Suite for ALPROD (https://alprod.as.corp.airliquide.com:443) 2. Go to supplier search screen and check supplier, site and bank details are present in oracle 3. Go to Respective Entity Payables Enquiry/Admin Responsibility Go to View > Submit a New Request > Enter CUX ServiceNow Supplier Interface By Days > Enter required Ledger, Operating unit and supplier number >submit > ok 4. After program run, Please check supplier records should be available in below table and supplier data should appear in SNOW after 10-15 min. select * from CUX.CUX_AP_SUPP_SNOW_DETAILS where vendor_num =(Enter supplier number); After program run, Still supplier details not available in SNOW then please raise an IT ticket.
airliquide, aniket, bank, com, corp, english, korde@as, missing, site, snow, supplier, supplier / site / bank missing in snow
NaN
KB0010020
Link to Blue Book - Investment Procedure
English
anna_admin
1
NaN
Uncategorized
Published
2016-03-03 1:36:56
2
99.1 Project Management Office
#IT
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1.00
NaN
NaN
NaN
NaN
0
2013-06-13 11:30:16
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Symptoms Describe symptoms here Cause Describe cause here Resolution Describe resolution here
SymptomsDescribe symptoms hereCauseDescribe cause hereResolutionDescribe resolution here
admin, anna, english, leaders, ppm, training, v1, word
NaN
KB0010012
CIO Office & RIC IT : Templates & Calendar
English
anna_admin
2
NaN
Uncategorized
Published
2017-04-05 14:58:47
105
99.1 Project Management Office
#IT
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4.33
NaN
NaN
NaN
NaN
0
2012-12-12 16:13:20
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For CIO Office dates, please click here. For RIC IT dates, please refer to the Ops Control calendar. For the PMO templates in KITE format, please click here.
admin, anna, calendar, cio, english, office, ric, software, templates
NaN
KB0010015
ServiceNow Wiki
English
anna_admin
2
NaN
Uncategorized
Published
2016-03-03 1:36:56
7
99.1 Project Management Office
#IT
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NaN
NaN
NaN
NaN
NaN
0
2012-12-12 16:36:27
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NaN
Symptoms Describe symptoms here Cause Describe cause here Resolution Describe resolution here
admin, anna, english, servicenow, wiki
NaN
KB0010011
2012 - IT RIC Exceptional Measure
English
anna_admin
2
NaN
Uncategorized
Published
2018-11-27 15:15:07
8
99.1 Project Management Office
#IT
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NaN
NaN
NaN
NaN
NaN
0
2012-12-10 10:48:20
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NaN
Symptoms Describe symptoms here Cause Describe cause here Resolution Describe resolution here
MIR INC0566015 - Slowness in all applications for remote users and DCs are experiencing RF Gun slown
English
anthony.crudele@am.corp.airliquide.com
3
Michael FECSKO
Uncategorized
Published
2020-07-22 13:48:06
18
Major Incident Reports
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GIO-CS-AMER-Operations
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3
2020-03-20 14:59:08
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GIO-CS-AMER-L3
MAJOR INCIDENT REPORT Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Slowness in all applications for remote users and two DCs are experiencing RF Gun slowness ARGP400001198 INC0566015 - March 20th, 2020 Timezone : EST Total outage duration : 31 Minutes Executive Summary Remote VPN users experiencing slowness in all applications (isupport, SAP, GRC, Finesse, Active Directory) using Cisco VPN and Pulse Secure. DC RF Gun Users experiencing RF Slowness issues at Germantown, WI and Hamilton, OH Classification : Major connectivity outage On March 20th, 2020 at 8:29 am EST users reported an incident, affecting Airgas users remote access. The symptoms of the incident were Remote VPN users experiencing slowness in all applications (isupport, SAP, GRC, Finesse, Active Directory) using both Cisco VPN and Pulse Secure. DC RF Gun Users experiencing RF Slowness issues at Germantown WI and Hamilton OH The root cause was that the Airgas - Bigfix scheduled Pulse Secure deployment to all desktops and laptops over utilized the network capacity from Houston TX (CyrusOne) to Ashburn VA (TCS/AWS) and other Airgas network destinations. The resolution of the incident consisted in stopping the Bigfix deployment jobs and relay services On March 20th, 2020 at 9:00 am EST the incident is resolved, leading to a service disruption of 31 Minutes Root Cause An approved and scheduled Airgas Bigfix Pulse Secure deployment to all Desktops and Laptops excluding Kiosks and EZChrom computers was ongoing. This BigFix change was due to a need to move quickly to prepare for broad work from home increases due to corporate Coronavirus Covid-19 precautions and governmentally mandated quarantines. A large number of online remote computers were connected by VPN and/or Internet receiving the Pulse Secure software deployment. The number of requested downloads over utilized the network capacity from Houston TX (CyrusOne) to Ashburn VA (TCS/AWS) and other Airgas network destinations. Major steps leading to incident resolution1 March 20th, 2020 8:29 AM Reported by users not monitoring 8:40 AM GIO N&T identified VPN and Internet sourced network traffic from Houston (C1) to Ashburn VA network traffic utilization was at capacity 8:46 AM Stopped all Bigfix deployments, may take up to 20 minutes for active sessions to end. 9:00 AM network traffic utilization returned to normal 9:00 AM INC moved to RCA 9:30 AM Opened bridge with N&T to watch utilization as Bigfix throttling and session limits were updated for new COVID19 network traffic patterns External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041872. Action Plan Update Bigfix configuration throttling and session limits to meet new (COVID19) network demands Request update network and internet circuit capacities to accommodate increased traffic due to increase in VPN and internet connectivity Request approval to move Bigfix internet facing connection from Houston TX (CyrusOne) to Ashburn VA (AWS) Version: V1.0 Date: Mar. 20th 2020 Author(s): Jon Stevens Service Manager validation2 Date: Mar 30th, 2020 Approver(s): Christian McComas Service Director validation3 Date: Mar 31st, 2020 Approver(s): Anthony Lopresti Hub Director validation (opt) Date: Mar 31st, 2020 Approver(s): Scott Cohn 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report www.airgas.com is down externally and internally INC0545846 - February 1st, 2020 Timezone : EST Total outage duration : 1 Hour 7 Minutes Executive Summary The Airgas eCommerce website Airgas.com & Punchout are down. Classification : Airgas eCommerce Major business apps outage On February 1st, 2020 at 3:03 EST, Monitoring reported an incident, affecting the Airgas eCommerce website impacting all website users. The symptoms of the incident were that the Airgas eCommerce website Airgas.com including it’s Punchout site began displaying the maintenance page. The a priori root cause was that some key servers supporting the Airgas eCommerce website went into a hung state, which prevented the website from fully functioning. The resolution of the incident consisted in removing a snapshot backup of the server and recycling the servers supporting the website. On February 1st, 2020 at 4:10 EST, the incident was resolved, leading to a service disruption of 1 Hours 7 Minutes. A priori root cause The Publish servers lost NFS connectivity to the Admin server and were unable to produce the web pages. Major steps leading to incident resolution1 February 1st, 2020 03:00 AM : Linux Team has started deletion of the VM snapshot on argebzprdhss01. 03:02 AM : TCS Private Cloud datastore ran out of freespace. 03:03 AM : Linux Team received an alert for server argebzprdhss01 was down. 03:03 AM : Linux Team received an email from Leena that the website is down. 03:03 AM : Linux Team was already logged into the Vcenter and checked the server and found that it was hung. 03:03 AM : Linux Team noticed snapshot deletion was in progress and 30% completed. 03:10 AM : Leena, Linux Team and Application team have joined the call and linux team has informed that there is a datastore space issue and snapshot deletion is in progress and till now 40% completed. We have been waiting to get it completed. 03:33 AM : Server snapshot has been deleted but server was still in hung state and informed to leena and application team. 03:33 AM : Linux Team then reached the Windows Team and requested them to check if VM can refresh and come back from the pause state. The Windows Team checked and found that there is no error. 03:45 AM : Linux Team has informed the application team that the server is still in a hung state and we should go for a reboot. After discussion with Leena and the application team, we have rebooted the server. 03:51 AM : Server is up and running fine, after that application team has started validation of hybris application. 04:10 AM : Website is UP and all looks good. Call has been closed. ACTION PLAN TCS is building a new team in Banglore, starting with Monitoring, Service Desk and MIM. This team should be ready in three weeks time. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041509. Version: V1.0 Date:2/12/2020 Author(s): Anthony CRUDELE-SC Service Manager validation2 Date: Approver(s):Christian Mccommas Service Director validation3 Date: Approver(s):Anthony Lopresti Hub Director validation (opt) Date: Approver(s):Scott Cohn 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0528120 - webMethods is unable to reach Oracle or SQL servers on the network (December 12th,
English
anthony.lopresti@am.corp.airliquide.com
1
Michael FECSKO
Network / Connectivity
Published
2020-07-17 18:01:09
9
Major Incident Reports
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GIO-CS-AMER-MSP Housing Maintenance
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NaN
NaN
0
2019-12-12 10:27:34
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GIO-CS-AMER-COMMAND_CENTER-L1
MAJOR INCIDENT REPORT Date : 12/12/2019 Document Owner : Cyprien GRASSIN D'ALPHONSE-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report webMethods is unable to reach Oracle or SQL servers on the network INC0528120 - December 12th, 2019 Timezone : GMT Total outage duration : 1 Hour 46 Minutes Executive Summary webMethods server was inaccessible Classification : Major business apps outage On December 12th, 2019 at 07:49 GMT, Monitoring reported an incident, affecting Airgas middleware system webMethods in the U.S. and impacting 4 users directly and 8500 users indirectly. The symptoms of the incident were that Airgas webMethods system (middleware used for application integration) was unable to reach other systems and complete its scheduled work. The a priori root cause was that the operating system was unable to provide proper Domain Name resolution data to the application. The resolution of the incident consisted in removing the unresponsive Domain Name Servers from the configuration of the operating system. On December 12th, 2019 at 09:27 GMT, the incident is resolved, leading to a service disruption of 1 Hour 46 Minutes. A priori root cause The resolution of the incident consisted in removing the unresponsive Domain Name Servers from the configuration of the operating system. Major steps leading to incident resolution1 December 12th, 2019 7:45 : After initial analysis and correlation with a known network circuit outage under INC0528048, it was determined that the reliance on Domain Name Servers in the Franklin Park facility which was unreachable due to the network outage, testing of removal of the Franklin Park based domain name servers from the operating system config. 8:45 : Analysis showed that all of the Airgas AIX operating system based applications would also be affected, engagement of the Airgas technical management led to a decision to remove the same entries on all of the Ashburn AIX servers (48). 9:00 Options to correct the issue by adjusting the DNS timeout on the operating system were discussed as needing to be tested as a long term fix, such that any delay or lack of response from configured domain name servers would properly leverage the other configured serves more promptly and not affect application operations. Current setting is at 75 seconds and this likely needs to be reduced to single digit or sub second values. This will be evaluated and any such change will be done as a schedule maintenance. 9:27: All the systems were updated, and the ticket was closed after verification that affected systems were operational and agreement from reporting user and Airgas technical management. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041695. Version: V1.0 Date:Dec 12th, 2019 Author(s): Anthony LOPRESTI Service Manager validation2 Date: Dec 12th, 2019 Approver(s): Christian Mccomas Service Director validation3 Date: Dec 12th, 2019 Approver(s): Anthony LOPRESTI 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0499037 - AME - Application/Server impacted -PE1/data base is down (September 29th, 2019)
English
anthony.lopresti@am.corp.airliquide.com
2
Michael FECSKO
Uncategorized
Published
2020-07-17 17:21:02
17
Major Incident Reports
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BAM - Order Management
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NaN
NaN
1
2019-09-29 21:29:14
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GIO-CS-AMER-COMMAND_CENTER-L1
Date : 30 Sep 2019 Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. This MIR is updated with the MIR Google doc The updates will be reported in each MIR every Monday morning (GMT+2) during the transition phase of the MIR migration in MMS. Last manual matching : 04/11/2019 Major Incident Report AME - Application/Server impacted - PE1/database is down INC0499037 - September 29th, 2019 Timezone : EDT Total outage duration : 5 Hours 10 Minutes Executive Summary SAP Database server is unavailable. Classification : Major business applications outage On Sunday September 29th, 2019 at 0:00 EDT, Monitoring reported an incident, affecting SAP database server, ARGSAPPRDPDB1 (PE1 database) The symptoms of the incident were : The SAP ECC database server was not reachable The priori root cause was that the server had crashed and attempted to restart due to heavy IO and memory utilization. The resolution of the incident consisted of reconnecting the crashed system to the proper file system node and restarting the systems and services. On September 29th, 2019 at 5:10 AM EDT, the incident is resolved, leading to a service disruption of 5 Hour 10 Minutes. A priori root cause The system was brought down by heavy demand for memory pages in the Oracle database. Major steps leading to incident resolution Sunday Sept 29th 2019 00:00: ARGSAPPRDPDB1 stopped responding to ping from ScienceLogic Monitoring system 00:00: Server kernel panic caused an auto-reboot with dump 00:43: Dump completed and server startup commenced 01:47: Server completed diagnostics and came on line. There are 3237 disk paths mounted on the server 03:12: TCS SDM notified by Application team that ARGSAPPRDPDB1 ws not accessible 03:30: AIX Team found that the secondary node (argsapprdsdb1) was trying to bring online the volume groups and file systems but it didn't work. Secondary node (argsapprdsdb1) went into hung state with ‘Fork error’. However the primary node (argsapprdpdb1) was up and running fine with only local root file system. 03:40: Airgas/TCS management team directed AIX team to focus on bringing the services up on the primary node (argsapprdpdb1). AIX Team had to forcefully shutdown the secondary node 03:45: AIX Team started bringing up the file systems manually on primary node (argsapprdpdb1) 04:15: All data Files systems mounted on primary node (argsapprdpdb1) 04:25: Primary node was handed over to the database team for action 05:10: Database was restarted on the primary node and confirmed functional Reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041579. Version: V1.0 Date: 12/11/2019 Author(s): Tony Crudele Service Manager validation Date: 12/12/2019 Approver(s): Jeffrey Davis Service Director validation Date: Approver(s): Anthony Lopresti AME Hub Director validation Date: Approver(s):
MAJOR INCIDENT REPORT Date : January 10th, 2020 Document Owner : Cyprien GRASSIN D'ALPHONSE-SC | GIO Major Incident Coordinator Department : GIO - Cloud Services Americas This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report POD System Unavailable INC0536568 - January 9th, 2020 Timezone : 15:31 EDT Total outage duration : 57 Minutes Executive Summary Classification : Major business apps outage On January 9th, 2020 at 15:31 EDT Proof of Delivery (POD) Users reported the POD application was unavailable. Users were unable to retrieve PODs from either the SAP ERP System or the Airgas.com site. The POD system Windows operating system crashed with a "Blue Screen". The system was rebooted and application was restarted. Users confirmed the system was operating and accessible. On January 9th, 2020 at 16:24 EDT, the incident is resolved, leading to a service disruption of 57 Minutes (INC0536568) Root Cause The Server supporting the Proof of Delivery Application suffered a General Protection fault that caused the operating system to crash. Major steps leading to incident resolution 11 January 9th, 2020 14:53: Ticket assigned to Network team to investigate Slow performance with argprdpodapp01 and argprdpodweb02 15:10 : Routed to TCS Cloud Services to investigate. Found argprdpodapp01 had crashed with Blue Screen 15:30 : Ticket upgraded to P1 due to performance of the SAP System 15:30 : argprdpodapp01 was rebooted and application restarted 16:08 : Users confirmed that the POD application was available and functioning normally External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041731. Action Plan In system logs a general protection fault in the kernel occurred resulting in the the operating system crashing. No further dump file was available for any further analysis due to an insufficient page file to support the size of the dump. That issue has been corrected in the January maintenance period. Version: V1.0 Date: 27 Jan 2020 Author(s): Bob MOORE-SC Service Manager validation2 Date:31 Jan 2020 Approver(s):Christian Mccomas Service Director validation3 Date: Jan 31st 2020 Approver(s):Anthony Lopresti Hub Director validation (opt) Date: Approver(s):Scott Cohn 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0968627 - Server sahc-ocrsp01 produces errors (June 27th, 2022)
English
antoine.heilbronn@eu.corp.airliquide.com
2
Imke STOLTENBERG
Uncategorized
Published
2022-12-12 10:30:26
8
Major Incident Reports
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BHC - VADE - ERP SAP
NaN
NaN
NaN
0
2022-06-27 12:41:41
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INC0968627
BHC-VADE-SAP
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Server sahc-ocrsp01 produces errors INC0968627 - June 27th, 2022 Timezone : GMT/CT/GMT+2/ Total outage duration : 41 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification : Major business apps outage On June 27th, 2022 at 11:01 GMT+2 Several Users reported an incident, affecting scan processes affecting all Vitalaire SAP users waiting for Scans to do their processes The a priori root cause was that one scanned invoice caused a problem on OCR process. This invoice was scanned 3 times, so the whole process broke. The resolution of the incident consisted in stopping process, delete all temp files, restarting process. Delete the double scanned invoices. Major steps leading to incident resolution1 June 27th, 2022 12:15 : restart server and services 13:50 : stopping process, delete all temp files, restarting process. Delete the double scanned invoices. Etc. Initial root cause 11:00 : The a priori root cause was that one scanned invoice caused a problem on OCR process. This invoice was scanned 3 times, so the whole process broke. Actions plan Axel Timm will check the scan to avoid those problem in the future. Feedback expected until 8th July 2022 External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043517.
Knowledge Article for Issue between OPA - AWS(SSLError) and Prints from Printer "MAIL" not working
English
anusha.thadishetty@eu.corp.airliquide.co
12
Anusha THADISHETTY-SC
Printing / Devices
Published
2025-07-28 23:11:28
5
IT Knowledge
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1
2023-03-30 13:23:26
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BEU-BOSM-MAINTENANCE
Configuration Item :ALL SAP Applications Key Word or an Issue category :OPA - AWS(SSLError) and Prints from Printer "MAIL" not working Pre-requisites : 1.Check the Spools of Printer "MAIL" and do a test print to ensure if it works properly.2.Check the Validity of the certificates by running report "SSF_ALERT_CERTEXPIRE". 3.Check the content repository from OAC0(RB,RF,RC..) and do the connection test.4.Check the SLG1 log where we can check error log of the failed spool, we found KPRO related errors and below SSL error.Connect Error: SapSSL error: SSSLERR_PEER_CERT_UNTRUSTED.5.Check the SMICM for the detailed logs and check which is the certificate responsible for this SSL error. Resolution steps :1. Upon Investigation we found the below mentioned certificate was missing in SSL client SSL client(standard) where we have actually our AWS certificates present in this PSE.EMAIL=wwgio-it-cs-mapps-sapcoe@airliquide.com, CN=eu-opaci-prod.eu.corp.airliquide.com, OU=IT, O=Air Liquide, L=PARIS, C=FR 2. Copy the mentioned certificate which is present in SSL server standard(this particular certificate name was found in SMICM log).3. Double click the certificate and check the Validity in SSL client SSL client(standard).4. Once after the mentioned certificate is copied to SSL client SSL client(standard) we were able to do the connection test for content repository from OAC0.4. Prints were also completed successfully for the printer "MAIL".5. We need ensure to check this certificate if it is present in PSE SSL client SSL client(standard) after we renew the certificates from transaction /LNKAWS/AWS_STRUST.
Description :- This article describes the steps to set Specification profile. Error Screenshot attached below Steps to assign specification form in instrument type Step-1:-Select a project Step-2:- Select Instrument Index Module Step-3:- GoTo Tables and Select Instrument Types Step-4:- In Instrument Types, Check Process Function and Select Instrument Type Step-5:- Click on Profile Step-6:- In Instrument profile, unable check on Include instrument specification Step-7:- 1. Select Specification Form, As per user requirement. 2. Click apply. 3. Click OK
airliquide, ar, assign, com, corp, datasheet, defined, english, instrument, instrument type, instrument type profile assign, instrumentation, kumar@eu, not, option, options, plant, profile, smart, smart instrumentation, smart plant instrumentation, spec, spec option not defined in profile, specification, spi, type
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KB0019220
MIR INC0660615 - SPLUNK/Url: Ping Status is KO for http://eu-lxfewis-prod.eu.corp.airliquide.com:808
English
arijit.mukhopadhyay@eu.corp.airliquide.c
5
Jean LEROY
Uncategorized
Published
2021-08-24 11:44:22
10
Major Incident Reports
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NaN
2
2020-11-25 17:55:16
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GIO-CS-SD-OTHERS APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Url: Ping Status is KO for http://eu-lxfewis-prod.eu.corp.airliquide.com:8080/fewis INC0660615 - November 25th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 44 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1vrfurhaywh8uyitolh6cnyeghvnv-dwrh5, 808, airliquide, arijit, com, corp, docs, document, edit, english, eu, eu-lxfewis-prod, gjdgxs, google, heading, http, https, inc0660615, jean, ko, leroy, link, mir, mir inc0660615 - splunk/url: ping status is ko for http://eu-lxfewis-prod.eu.corp.airliquide.com:808\n link to the mir : https://docs.google.com/document/d/1vrfurhaywh8uyitolh6cnyeghvnv-dwrh5_uzopovn8/edit#heading=h.gjdgxs, mukhopadhyay@eu, ping, splunk, status, url, uzopovn8
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KB0018792
MIR INC0640343 - IRIS MAGNITURE not available (October 11th, 2020)
English
arijit.mukhopadhyay@eu.corp.airliquide.c
0
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:08
11
Major Incident Reports
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GIO-CS-EUR-Managed Apps Middleware
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NaN
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0
2020-10-12 0:05:28
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GIO-CS-SD-OTHERS APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report IRIS MAGNITURE not available INC0640343 - October 11th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 3 Hours 39 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
11th, 1kenjrtxwp4il2az8ibuet71hosafztsj8awjt1sfcqs, 2020, airliquide, arijit, available, bis, bis cfgb\n link to the mir : https://docs.google.com/document/d/1kenjrtxwp4il2az8ibuet71hosafztsj8awjt1sfcqs/edit, cfgb, com, corp, docs, document, edit, english, google, https, inc0640343, iris, jean, leroy, link, magniture, mir, mukhopadhyay@eu, not, october
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KB0019128
MIR INC0656308 - SPLUNK/Url: Ping Status is KO for https://www.ialadin.net/ (November 17th, 2020)
English
arijit.mukhopadhyay@eu.corp.airliquide.c
0
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:09
12
Major Incident Reports
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2020-11-17 10:24:37
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GIO-CS-SD-OTHERS APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Url: Ping Status is KO for https://www.ialadin.net/ INC0656308 - November 17th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 4 Hours 23 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
17th, 1yu9h, 2020, 9o, airliquide, arijit, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1yu9h_rnkbzcf7zc_hb8adfmlqhdgqguftb7rhaxf_9o/edit, com, corp, docs, document, edit, english, europe, google, hb8adfmlqhdgqguftb7rhaxf, https, ialadin, inc0656308, jean, ko, leroy, link, mir, mukhopadhyay@eu, net, november, ping, rnkbzcf7zc, splunk, status, url, www
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KB0015908
How-To - Use Agile Backlog Module
English
arnaud.descamps@eu.corp.airliquide.com
11
Laurent LAZO
Uncategorized
Published
2025-07-28 16:52:39
11
IT Knowledge
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5.00
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NaN
NaN
NaN
0
2020-01-31 10:50:33
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GIO-PCI-ITSM-Global Process Manager
Info: If you have trouble viewing this document please click here
CARM - End-User Guide - Notify position change - Air Liquide Employees
English
arnaud.goutagneux@eu.corp.airliquide.com
56
Vincent CAO
Uncategorized
Published
2025-07-29 20:38:33
22
myITcorner
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10
2019-07-30 16:22:53
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GIO-SEC-CARM-L2
In general, HR team is in charge of updating the information related to a position change, mobility or departure. However, you can raise a request to transfer to your destination entity and location please follow the gif image below. 1- Request entity/location transfer: 2- Select the accurate Transfer mode and Enter your destination entity and location. 3- Enter the same date when requested (you can schedule in advance the transfer request). NOTE : Do not forget to tick the option "keep current rights" to maintain your Active Directory groups if needed 4- Click on Submit 5 - HR approval : CARM will send to both source and destination HR team a validation and update your new position/function and department.
You want to delete a good receipt? No problem - here you find a manual how it works! P.s.: In our WISE Community you will find further helpful instructions - become a member now!
How to relate Articles between them & add a Catalog Request to your Article
English
arnaud.goutagneux@eu.corp.airliquide.com
3
Arnaud GOUTAGNEUX
Uncategorized
Published
2025-07-29 1:44:19
6
IT Knowledge
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NaN
NaN
0
2021-08-18 17:30:44
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GIO-PCI-ITSM-Global Process Manager
How to relate Articles between them At the bottom of the Article Edition, you will find the Related Article Tab. Click on Edit, search for the KB Number of the Related Article (available on myITcorner or on each article published in MyITCorner) This Section will appear: to The Name of you article will be displayed, check it and click on Save Ready! Your article will be displayed like this in myITcorner: Add a Catalog Request to your Article At the bottom of the Article Edition, you will find the Related Catalog ItemsTab. Click on Edit, This Interface will appear, tape some terms in the search bar and once your request found click on Add (the search bar search from the beginning of the title, we suggest you to search for the exact name of the request first and paste it directly) Click on Save And Save/Update your Article In myITcorner, the Catalog Request will look like this:
Web Conferencing with external parties (customers...)
English
arnaud.goutagneux@eu.corp.airliquide.com
40
Isabelle LAM
Uncategorized
Published
2025-07-29 15:58:29
35
myITcorner
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2.50
NaN
NaN
NaN
NaN
13
2020-03-16 11:49:48
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GIO-EUS-GOPS-DWP-L2
IMPORTANT: Video consumes a lot of bandwidth! Please close your Ivanti connection during these meetings How to use Air Liquide Google Meet with external parties Partners can access Google Meet from any web browser with meeting URL - Chrome, Firefox, Safari, Edge - Internet 11 => No more supported Screenshot from Google Calendar meeting details If web browser access does NOT work, you can share the dial in details with your correspondent How to use 3rd party tools as a guest (Zoom, Skype, Teams...) You can access most of the web conference tools (except Skype) from your corporate environment: Using the meeting URL shared with you in your corporate Chrome browser Calling the dial In number + code shared by your correspondent Skype for Business: Works on your Corporate Windows device using the meeting URL shared with you directly in the Chrome browser using a guest access (Skype for business account is not available within Air Liquide) Does not work on ChromeOS devices (chromebook…) In any case, you can join a Skype meeting by calling the dial In number + code shared by your correspondent Microsoft Teams: There is a specific documentation for Microsoft Teams usage. If you have any issue to join a meeting organized with a 3rd party tool, you can start a new meeting with Google Meet and share the URL with your correspondent.
This article will help and support you in your first connection to Carm. Connect to carm for the first time After the creation of your new account in CARM, you will receive an email from carm@airliquide.com with your login and a temporary CARM password. This email contains the following information : Link to connect to CARM: https://carm.apps.airliquide.com/ Your CARM account login id Your temporary password (WARNING ! this password will expire after 90 days, after that period your carm account will be locked, so please connect to CARM application when you receive this email). If you have not received it, or if you have lost it, or if this password has expired : you should contact your HelpDesk and ask them to generate a new temporary password for your CARM account. This password is only required at the first login, the next connections will be automatic. Welcome page At your first connection, CARM Welcome page is displayed. You have to mandatorily enter your CARM account login id and password, then you will be invited to change it and answer to few challenges questions. For the next connection to CARM, there’s no need to enter your credentials as CARM is also deployed within instant connection mode (Single Sign On authentication) Notes: If you try to click directly on the link Automatic connexion, without entering your credential at the first time, you will get an error message. Warning the instant connection will be possible only with web browser Internet Explorer v11 minimum and Google Chrome. In case of SSO issue, you can try this link: https://carm.apps.airliquide.com/Carm/CarmInit.do
airliquide, arnaud, cao, carm, com, connect, corp, english, first, fist, fist time, goutagneux@eu, learn, logon, sso, time, vincent, welcome
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KB0014993
Concur Travel - Book a Train
English
arnaud.goutagneux@eu.corp.airliquide.com
25
Pierre GAC
Uncategorized
Published
2025-07-29 14:43:28
43
myITcorner
NaN
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NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
0
2019-09-18 14:26:07
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BCF-GLOBAL APPLICATIONS-WEB APPS
Please check the presentation below or the Video: Info: If you have trouble viewing this document please click here
Publish an Article in the GIO Service Support Knowledge Base
English
arnaud.goutagneux@eu.corp.airliquide.com
6
Arnaud GOUTAGNEUX
Uncategorized
Published
2025-07-28 20:38:32
14
IT Knowledge
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NaN
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NaN
NaN
0
2019-04-12 12:23:47
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GIO-PCI-ITSM-Global Process Manager
Before watching this video tutorial, please make sure you are a contributor of the GIO Service Support Knowledge Base. You have to be in the two following groups: External Service Desk Knowledge Contributors Users with 'service desk' Role Then, you can watch this 3 min-video on how to publish and adopt the Service Desk's Process. If you're unable to see this video, you can watch it on YouTube (Airliquide domain). Note: The video shows the Base named: 90.3 GIO Services Support but now it's the GIO Service Desk Knowledge Base. It has no impact on the meaning of the video. If you have any questions, feel free to comment on this article!
airliquide, arnaud, article, base, call, call center, center, com, corp, desk, english, gio, goutagneux, goutagneux@eu, knowledge, knowledge base, publish, service, service desk, support
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KB0016218
Chromebook - How to move and control windows
English
arnaud.goutagneux@eu.corp.airliquide.com
0
Chrystele GUEFFIER
Windows - Storage / Performance
Published
2025-07-29 9:55:04
26
myITcorner
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NaN
NaN
NaN
NaN
NaN
1
2020-03-11 11:35:40
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GIO-EUS-GOPS-USER-DEVICES-L3
Step 1 Open your tasks in separate tabs. Step 2 Drag a window to either the extreme right or left of the screen until you see a gray outline. That is where the window will snap. Step 2.a Alternatively, click and hold the maximize buttons until arrows appear on either side. Click the arrow in the direction you want to snap your window. Step 3 Use the keyboard shortcut Alt + [ - or Alt +]. Step 4 After you've split the screen between two tabs, hover your cursor on the dividing line between the screens to show the adjustment bar. Step 5 Clicking and dragging that bar to the left and right will shrink and enlarge the windows, following the direction your cursor moves.
Step 1 Open the myITcorner Step 2 Find and select the software you want If it is a free application, the application will be installed automatically on your Air Liquide windows laptop or desktop. If it is a paid application, a validation will be asked to your manager. After your manager's approval, the software will be installed on your computer within 48 hours. Step 3 Choose your device Step 4 Click on order now
Recall : default accounts (e.g corporate Windows/Google) expiry date is centrally managed for every external user or temporary AL employee specifically through this attribute “Accounts expiry date”. CARM will send to both concerned user and his/her CARM Approver three reminders (28d, 14d before the expiry date and the expiration day). As CARM approver, you can extend for your subordinate Accounts Expiry date For optional accounts such as ADM windows account and SAP accounts. The expiry date is managed directly on the account and each optional account has its own dedicated screen. Extend optional accounts expiry date 1 - Connect into CARM https://carm.apps.airliquide.com/ 2 - In the homepage, click on My Team image. 3 - Click on the name of your collaborator to edit his/her CARM profile, then click on Manage user access to edit his/her current accounts/access 4 - Edit the account you want to extend (e.g ADM_ account) 5 - Extend the expiry date for the concerned account, then submit your request. Notes : each optional account has its own screen (here are two samples ADM windows account and SAP account) 5 - As a result concerned optional account will be extended for your collaborator.
Connect a VGA monitor (Blue connector). Step 1 Connect your HDMI to VGA adapter. Otherwise, just plug your HDMI cable to your Chromebook. Step 2 Then plug the VGA cable from the screen or beamer to the adapter. Adjust your external display Step 1 Click the status area, where your account picture appears. Step 2 Click the external display section then click on Manage displays Manage displays Step 1 To mirror the display, press Ctrl +
This article will help you easily change or reset your PIN code on your iOS device. Your iOS device need to be enrolle in Intelligent Hub. Reset your PIN code on your iOS device If you have enrolled your mobile device in Intelligent Hub to access Air Liquide applications (Gmail, Google Agenda, Okta, etc), then you must have defined a PIN code that allows you to safely open your work profile and access these applications. Please note that you will be prompted to change this PIN code as it expires every 180 days. Follow the procedure below. Caution, depending on the mobile phone used, what appears on the screen may differ. Scenario 1 - You have exceeded the deadline to update your PIN code Step 1 You automatically receive a notification to change your PIN code. Press “Change now” Step 2 Enter a new PIN code and press “Continue” Make sure it respects the current company policies (at least 8 digits). Step 3 Re-enter your new PIN code and press “Set PIN code” Scenario 2 - You have not yet exceeded the deadline to update your PIN code Step 1 On your mobile, open the Settings Step 2 Open “Touch ID and code” Step 3 Enter your current PIN code Step 4 Press “Change passcode” Step 5 Enter your old current PIN code Step 6 Enter your new PIN code Make sure it respects the current company policies (at least 8 digits). Step 7 Confirm your new PIN code Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
CARM stands for Centralized Access Rights Management. It is aimed at managing accesses and passwords to use Air Liquide network, applications and devices. You will find in MyITcorner: Articles for End Users Articles for Managers/Approvers Articles for HR Access also to our main articles about CARM: How to change my accounts passwords ? CARM - Password Forgotten CARM - How to request an access to a Kite group? I need a new password for CARM, Google Kite, Zimbra, SAP, Windows, Windows Admin CARM - Request accesses on behalf of another user Best Practice: Use the Search Bar! We have segmented all the Articles in use case in a way for you to find more easily the article you need!
airliquide, approver, arnaud, cao, carm, com, corp, english, faq, global, goutagneux@eu, guide, guides, hr, info, main, user guide, vincent
airliquide, americas, arnaud, com, contacts, corp, desk, english, goutagneux@eu, service
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KB0016006
Security Processes - Hub AMEI
English
arnaud.goutagneux@eu.corp.airliquide.com
0
Hassen HOUAIDI
Uncategorized
Published
2025-07-29 1:00:04
12
IT Knowledge
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0
2020-02-10 15:39:16
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GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Requests A service request is a pre-approved service that an organization can offer based on a service catalog The process to open firewall flows is here The BIS Application team must fully understand their application architecture, network flows, and open ports required. The BIS must complete a flow matrix and submit a request for flows to be opened by GIO The BIS must monitor their ticket for blocking points and escalate directly with the teams managing their request. Catalog requests for datacenter firewalls can be found here Incidents An incident is a break / fix issue that needs to be resolved Log an incident in My IT Corner The service desk will own and qualify the ticket Log an incident in Manage my Service You will own and track the ticket
To access MMS Test Environment, use this URL: https://airliquidetest.service-now.com/ For your First Use, you will be asked to Log in: Click on USE EXTERNAL LOGIN Then Select as a User Name: name.surmane@eu.corp.airliquide.com No password is needed to authenticate. You will have access to the TEST Environment IMPORTANT: If you get the message "Url Rejected please contact your administrator", enter again https://airliquidetest.service-now.com/ in your URL bar and you will get access to the Test Environment.
Reset a -GA/-BP/-SC windows account password in Carm
English
arnaud.goutagneux@eu.corp.airliquide.com
250
Vincent CAO
Windows - Storage / Performance
Published
2025-07-29 20:38:35
55
myITcorner
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19
2020-03-11 15:31:26
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GIO-SEC-CARM-L2
This article will help you reset the password of a generic Windows account. How to reset a windows account password for a Generic Account? As CARM manager of a generic account which displayname contains -GA (e.g : Buildingx-GA, Reception), you are requested to manage follow operations : extension of a generic accounts expiry date (ref to this chapter : How to extend the Accounts expiry date for your external users ? You are the only person who is authorized to generate new password for user’s Windows account using CARM because this category of users are not authorized to use CARM for security reason. Hereafter are the steps to be followed : 1 - Connect into CARM https://carm.apps.airliquide.com/ 2 - In the homepage, click on My Team image. 3 - Click on the external user’s Name to edit his/her CARM profile 4 - Click on Manage Passwords. 5 - Then Enter new password Please keep in mind that you can only generate new password for windows account for a Generic User. How to reset a windows account password for a Business Partner? A business partner user in CARM is an equivalent of subcontractor with below differentiates : a BP does not use Air Liquide computer, a BP does not use Air Liquide emailbox and consequently no airliquide email address but a partner email address a BP doesn’t have an access to CARM As CARM manager of a Business Partner account which displayname contains -BP (e.g : Projectx-BP, Partner), you are requested to manage follow operations : extension of a generic accounts expiry date (ref to this chapter : How to extend the Accounts expiry date for your external users ? You are the only person who is authorized to generate new password for BP’s Windows account using CARM because this category of users is not authorized to use CARM for security perspective. To generate new password, please refer to this chapter How to reset a password for a Generic Account? For further details on Business partner creation, please refer to this procedure : How to create a Business Partner account How to reset windows account password for your Contractor/Subordinate ? A contractor user in CARM is an equivalent of internal Air Liquide employee with a distinguished mark -SC in displayname and email address LASTNAME-SC, Firstname Firstname.lastname-SC@airliquide.com To reset SC’s accounts (AD, CARM, Kite etc.), this user can connect in CARM using any Air Liquide computer (neighbor colleague one or yours for instance), then enter his/her CARM credential (login+password). In case CARM account password is forgotten, then the user will be asked to answer 3 security questions (he/she initially recorded in CARM) to recover CARM access. Notes : This process can be followed for yourself or for your internal Air Liquide subordinate as well. 1 - On a computer of a neighbor air liquide colleague, he/she connects into CARM, then click on Logout to get into CARM login page. https://carm.apps.airliquide.com/ 2 - enter only his/her windows login, then click on link I forgot my password. 3 - then answer to three security questions to recover his/her CARM access. Once connected to his/her CARM session, user can reset his/her AD windows account. 4 - then from his/her home page click “Change passwords” menu. 5 - Select his/her Windows account then enter the new password twice, then submit for the modification. We recommend selecting both Windows, CARM and Google accounts in order to type a unique password for the three accounts. The new password will be applicable after around 15 minutes. 6 - She/he can connect to her/his Air Liquide computer by entering her/his windows login and the new password
You may experienced some issues trying to setup your Chromebook. See below how to fix in few minutes. Self-help 1 This error message occurs: Reason 1: The proxy URL is not filled correctly Reason 2: Time and Date are wrong Reason 3: RJ45 adapter not working Self-help 2 This error message occurs: Despite Proxy URL, connection still failed... Time and Date maybe wrong. Change to correct value as described below: Click the Time and Date in the lower-right corner then modify as expected. Self-help 3 Otherwise, you can either share your smartphone's Internet connection or try from a public/private Wi-Fi hotspot (depending your location) Self-help 4 This error message occurs: Reason 1: You are not member of the right group. See here how to get the Chromebook role. Reason 2: You are not connected to Air Liquide network via ethernet cable (RJ45 adapter required). Reason 3: Depending your username format, the firstname.lastname combination may not work as expected. Please refers to User information in CARM. Reason 4: Check also if Time and Date are correct This error message occurs: Reason 1: Your Windows Username/Password combination does not work (not KITE one). Reason 2: If you have synchronized all your passwords in CARM, please try the last password filled. If still fail, try to synchronize again. Reason 3: Check also if Time and Date are correct This error message occurs: Reason 1: Click OKAY then retry until Success message appears. This error message occurs: Reason 1: Verify your date and time Reason 2: Your Chrome OS version is not up-to-date. See here. Reason 3: If you had installed the certificate correctly, reboot your chromebook. If above steps didn't work please contact your helpdesk. Self-help 5 This error message occurs: Reason 1: You don't have a Secure Remote Access account. To create a Secure Remote Access account, please follow this link Reason 2: You don't have OKTA. Please reach OKTA guides to set up OKTA. Reason 3: Your smartphone is not synchronize with OKTA. Synchronize it. If no any above steps didn't work please contact your helpdesk. Self-help 6 This error message occurs: Reason 1: The URL is not correct This error message occurs: Reason 1: Either your Windows account have been expired or deactivated or there was a typing error. This error message occurs: Reason 1: You are not allowed to access to GIO virtual desktop. If no any above steps didn't work please contact your helpdesk.
If you try to connect to MMS and you find the sentence "Logout Successful", you can solve this problem following this Two Steps: Maybe we just granted you access and you need to clear your cache following this step: 1 - Go to History (in your browser) 2 - Click on Clear browsing data /tab Advanced 3 - Tick Cached images and files and select clear data in the last hour past If it's not a cache problem, is that your MMS Account is not synchronized with CARM, to check this follow this Steps on CARM: If you don't have the same access between your MMS Account and your Windows Account, that explain that you cannot connect to MMS. If the two emails address are different, you need to open a Ticket and ask for updating your Information in CARM. Please specify that you have followed those steps to help the Resolution Teams.
This article will help you to modify CARM approver for a subordinate How to modify CARM approver for a subordinate? Current CARM approver can transfer the subordinate to another CARM approver. 1 - Connect into CARM https://carm.apps.airliquide.com/ 2 - On the homepage, click on the My Team image. 3 - Select the users need to be transfered ( you can select one or multiple users) 4 - Click on Notify a departure/Transfer.. and select Manager change: 5 - set the name of the new Carm approver and select the date to validate process and submit
Table of Contents What is the purpose of YourWay? How to request YourWay? How to request new applications and privileges? How to request a higher access role? How to use YourWay on your computer? How to get support for YourWay? Update policies Update access roles Submit a ticket What else should I know about YourWay? What is the purpose of YourWay? YourWay is a solution that allows you to perform actions on your PC or Mac workstation without contacting the Service Desk, such as: Installing applications that are not available in the MyITCorner application catalog Changing certain system and control panel settings Running applications that need higher privileges Just by installing YourWay you are able to install and run applications that have been pre-approved. If you also need to manage system and control panel settings or install other software you have options: Submit a request to whitelist your application or setting Request a higher access role in CARM This summary of the offered access roles shows what kinds of tasks you can do with YourWay: A more detailed list of privileges can be viewed at this link - YourWay User Access Role chart. How to request YourWay? Before you can use YourWay you need to install the CyberArk EPM Agent on your computer. Click this link to go to the MyITCorner application catalog to request “YourWay - CyberArk EPM Agent ML” Complete the form to request the automatic installation of the CyberArk EPM Agent How to request new applications and privileges? You can request that new applications and privileges are added to your current role by submitting the request through the MyITCorner catalog. Click this link to go to the MyITCorner catalog to request "YourWay - Add new application to allowlist for user installation/execution" Use the "YourWay Request Wizard" tool as described on the request page Complete the request form for your application or privilege and submit for approval How to request a higher access role? If you require one of the higher access roles outlined above you will need to request this through CARM. Go to CARM (https://carm.apps.airliquide.com) Click on “My Access” Click on the tile labeled “YourWay” If the tile is not listed, click the large “+” tile to search for and add “YourWay Privilege Maintenance” Select the required access role (refer to the YourWay User Access Role chart) Enter your business justification Submit your request - your manager will need to approve your new access Once your new access role has been granted you may need to follow these steps before YourWay will know about the change. If you are not connected to an AL network you must first connect by VPN, then follow this process: While connected to the network... Lock your Windows computer by pressing Ctrl-Alt-Del and select “Lock” Unlock your Windows computer using your password Reboot your computer and sign in Verify your access using the “YourWay Diagnostics” tool Find and open the YourWay Control Panel icon on the desktop Run the YourWay Diagnostics tool from the list Check that “User Access Roles” matches the expected access roles for your account (all roles are listed in the YourWay User Access Role chart) How to use YourWay on your computer? If the action you are attempting is allowed then YourWay will automatically grant you the needed privileges. In some cases the action will require you to enter a justification that will be recorded. Occasionally, YourWay may not automatically recognize that an application needs administrative privileges. You can force YourWay to start the application by right clicking on its icon and selecting “Run with YourWay”. Note that this option will not appear if the action is not allowed. Some actions have special icons that can be found in the YourWay Control Panel. The YourWay Control Panel is located on your desktop, but can also be opened (or re-added to the desktop) from the CyberArk EPM Agent task tray menu. Which icons are available will depend on the YourWay access role you have. If an action seems to be not allowed you may get the normal request for an administrator password. If this happens, first check that the action does not have a special icon in the YourWay Control Panel. If you are still unable to perform an action with administrative privileges you can use one of the other requests. Submit a request to whitelist your application or setting Review the YourWay User Access Role chart to see if you need a higher access role. Request a higher access role in CARM How to get support for YourWay? Update policies Some issues can be fixed by updating YourWay policies. This should be done first before submitting a support request. Find the YourWay / CyberArk EPM Agent icon in the task tray Right-click on the icon and select “Request Settings” Click “Yes” to update all policies The update will typically complete within 10 seconds, and your desktop icons may flash once Update access roles If the CyberArk EPM Agent was recently installed, or your YourWay access roles were recently changed in CARM, you may need to force Windows to update your account security. If you are not connected to an AL network you must first connect by VPN While connected to the network... Lock your Windows computer by pressing Ctrl-Alt-Del and select “Lock” Unlock your computer using your Windows password If you are using Windows Hello PIN / fingerprint, click "Sign-in options" and then the password (key icon) button Reboot your computer and sign in Verify your access using the “YourWay Diagnostics” tool Find and open the YourWay Control Panel icon on the desktop Run the YourWay Diagnostics tool from the list Check that “User Access Roles” matches the expected access roles for your account (all roles are listed in the table above) Submit a ticket You may enter a support ticket on MyITCorner if you are still having issues with YourWay, such as: Applications or other actions not running with administrative privileges Special icons in the YourWay Control Panel do not run or cause an error You see an unexpected YourWay message on your computer The service desk may ask you to provide the results of the YourWay Diagnostics tool. You can do this by opening the YourWay Control Panel and running “YourWay Diagnostics”, then press Ctrl-C to copy the result. If you are having an issue with a non-standard application that was installed using YourWay, the service desk may only offer limited “best-effort” support. What else should I know about YourWay? YourWay allows you to use elevated privileges to install non-standard applications and manage settings on your Air Liquide device. Which types of applications you are able to install and which settings you may manage are controlled by policies set by Air Liquide. By default, you are able to install applications from vendors that have been pre-approved by GIO or your BIS. You may request additional YourWay access roles for other privileges through CARM. Access will be approved based on the business need. Applications or settings that are not allowed may be submitted for review and whitelisting in YourWay using the MyITCorner catalog request. Installation of applications must follow any legal and licensing requirements, which must be communicated to your Zone IT Software Asset Team for compliance tracking. If an application is offered through the Air Liquide software catalog (MyStore / MyITCorner), you should use that system to install the application instead of YourWay. Elevated privileges must not be used to circumvent security controls on your computer. Allowed applications and settings can always be accessed directly from Windows or the YourWay Control Panel. All use of elevated privileges using YourWay is audited for security, licensing, and legal compliance. Some actions will require you to enter a justification that will be recorded each time you use elevated privileges. End-user services may only offer limited “best-effort” support of any non-standard applications that are installed using YourWay.
access, admin, administrative, adminstrator, airliquide, applications, arnaud, available, change, com, corp, credential, cyberark, english, faq, goutagneux@eu, high, higher, install, installation, ip, matthew, not, permission, privilege, privileges, rights, software, way, widell, your, yourway, yourway your way cyberark admin rights applications not available change ip higher high privilege privileges admin permission credential access adminstrator administrative installation install software
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KB0018424
IT Delegations Procedures hosted in MyITCorner
English
arnaud.goutagneux@eu.corp.airliquide.com
4
Ferdinand ROCHAS-SC
Uncategorized
Published
2025-07-29 20:49:07
17
myITcorner
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5.00
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0
2020-07-24 17:10:02
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GIO-EUS-SD-GLOBAL-SDA
This Article Groups Worldwide & Specific Applications Tutorials to set Delegations while you're out of Office. Some Links may be not available to you, as some Articles are Visible only for some Zones/Users. Global Applications: Delegation in CARM Delegation in MyITCorner Europe: Delegation in WISE Delgation in Concur (Travel, Expense) AMEI: Delegations in Navision APAC: Delegations in Project Collection Platform Delegations in Oracle SEPPIC Osmosis You're an IT Manager and want to host your Procedure in MyITCorner? Please contact gio-knowledge-management@airliquide.com
Step 1 Connect your Chromebook to the internet over Wi-Fi or ethernet. Step 2 Click on the settings tray in the bottom-right corner of the screen then Enter the settings using the gear icon. Step 3 Click on “About Chrome OS” on the bottom of the left column. Step 4 Select the “Check for updates” option. Step 5 Once the update finishes downloading, click “Restart”.
This Article will explain you the process to Create & Publish an Article in the IT Knowledge Base that is the Knowledge Base for all IT Users within Air Liquide. Every IT user can contribute & is able to create Knowledge Articles in the Knowledge Base. To start creating content, go to the Knowledge Module and click on Create New Or Create an article from the Knowledge Homepage Then you will be able to Create an Article, follow this GIF to see which Knowledge Base you have to pick, select a Category & Publish: There is a KB Owner and a Valid to Date Field: You have to assign a Reviewer for each Knowledge Article, it should be the Collaborator who'll be more aware of any technical change on the Knowledge Article. 15 Days before the expiration of the Valid to Date, the Reviewer will receive a Notification explaining him to review the Knowledge Article. You can find in the IT Knowledge Base a Knowledge Category where you can find how to insert media, insert content & make GIF & Video Tutorials!
airliquide, arnaud, catalog, com, corp, decision, demand, demands, english, gio, goutagneux@eu, help, open, open demand, potier-sc, request, thomas, tree
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KB0016022
Lumapps - Air Liquide Group Intranets (Creation/Tutorials/Community)
English
arnaud.goutagneux@eu.corp.airliquide.com
7
Fyna SOW
Uncategorized
Published
2025-07-29 9:44:59
37
myITcorner
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2020-02-12 11:28:08
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BCF-Communication-GWF-L2
Lumapps is the Application Used for Corporate Intranets such as the Kite Homepage, local countries intranets or transversal topics such as Link for Digital. The Software is easy to use, and works mainly with Widgets, with some interesting features such as Drive Previews, Directories, contact forms, html, links or share.... But Lumapps is also a strong tool for Communication, with a News Section and the possibility to notify some users when you publish new articles. If you have want to create an Intranet, you need to contact wwcom-internal-digital-comm@airliquide.com, and explain your project. You want to know more about Lumapps and have some Tips & Training Materials? Visit the Training Website! You are already a user and want to share your practices or ask advanced questions? Join the Internal digital Communications Community!
Learn to ask for a new enrollment email from Intelligent Hub for you Mixed Usage mobile device
English
arnaud.goutagneux@eu.corp.airliquide.com
273
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-07-29 19:22:02
36
myITcorner
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2020-03-09 18:00:30
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GIO-EUS-GOPS-WORKSPACEONE-L3
Resend an enrollment email (from Self-service portal) This article aims at providing an understanding of how to use SSP (Self Service Portal) to make simple requests for your mobile device. This article is available for devices enrolled in Mixed Usage profile only. In case you lost your enrollment email, you can ask to receive a new one with a new QR code (a QR code is personal and is only valid once, for only one mobile device - smartphone or tablet). What's SSP? It is a self service portal, meaning a tool which can help you with simple actions without having to call the helpdesk. On this portal you can make the following requests: Ask to receive a new enrollment email to enroll your mobile device in Intelligent Hub, Unenroll yourself your mobile device from Intelligent Hub. Step 1 Click on this link to access SSP You might be asked to prove your identity with Okta. Proceed as usual. Step 2 Once on the Self Service Portal, Click on Add device Step 3 - option 1 Insert your Air Liquide email address and click on Save to receive a new enrollment email, with a new QR code. This email shows the main steps to enroll your device. Step 3 - option 2 If you already know how to enroll your mobile device, you can directly click on QR Code then on Save. This will generate a new QR code instantly. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Sometimes you have asked access in MMS by CARM and Reviewed the Mail telling you that the access has been granted and you cannot get the appropriate access in MMS, is that you haven't Logout. To be taken into an account, each access need a new connection. Click on your Profile, and click "Logout" Then connect again, you'll be able to see your new rights/module! If you still have a problem, please check that you have asked to right access
TIP: Make easy videos recording your Chrome Browser
English
arnaud.goutagneux@eu.corp.airliquide.com
0
Ferdinand ROCHAS-SC
Uncategorized
Published
2025-07-29 9:53:48
32
myITcorner
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5.00
Knowledge base
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2019-10-23 15:59:13
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GIO-EUS-GOPS-DWP-L2
This is an interactive way to make easy Tutorials, with the option of recording your voice: The Addon is Explain & Send Screenshots: This addon allows you to capture in video your Screen, your Application or even your navigators' tab You can choose if you record with sound or without sound. After making your video you have two options, or download the file in webm format or upload it on youtube to publish it on AL Network or having the MP4 Format, for that, click on Download. Go to youtube, in the settings click on YOUTUBE Studio, insert the .webm file and in the Privacy settings choose the PRIVATE, then SHARE , and let anyone at air liquide can view (to do so, click on Edit the Video, ..., share, let @airliquide.com view). (for that you need to create a Youtube account, login with your AL Credentials) Then publish the video in your Youtube Studio (bêta). In your Studio you can download the Video in MP4 and have a shared link for Currents/GChat posts
Drupal Websites - Creation, Access and Information/Tutorials
English
arnaud.goutagneux@eu.corp.airliquide.com
0
Alexandra LONGEON
Uncategorized
Published
2025-07-29 9:52:59
37
myITcorner
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2019-11-18 14:17:54
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BCF-Communication-GWF-L1
In this knowledge article, discover how to create a Drupal Website, how to get an account and change your password. You will also get information about tutorials and our collaborative community to exchange between AL Drupal Website admins. If you want to create a new website Visit https://howtowebsite.airliquide.com/ section My Project (cf. §Resources below to get the credentials). Get an account If you know the web administrator of the website: The web administrator can create an account for someone on the back office. The account created can only have roles that are "beneath" the one of the webadmin (editor in chief, contributor, validator) If you don't know the web administrator or if you want to create an account for a webadmin You can contact the central communication team DL-FrHO-DSIG-web@airliquide.com Change your password If you already have an account, connect to your live website via your chrome browser and add "/user" at the end of the URL (e.g. www.airliquide.com/user). You can then directly request a new password in the page that will be send to you per email Resources You want to create a new website ? You need some help ? Some guidelines on SEO ? Anything related to Drupal, websites and much more? You want to decalre an incident or a bug? Your dedicated platform is here: https://howtowebsite.airliquide.com/contact-us User: AirLiquide Password: 1irLiquide*$01
Find and open a file. Step 1 In the corner of your screen, select the Launcher Up arrow . Step 2 Open Files . Step 3 On the left, choose where your file is saved. For files you’ve just used, select Recent. For a list of files by type, select Image, Video, or Audio. For Android app files, select My files and then Play files. To show more folders, in the top right, select More and then Show all Play folders. For files in your cloud, select the folder, such as Google Drive. You can also add another cloud file system. Step 4 Find your file and double-click it to open. If you're opening a file on an external storage device, remove the device safely when you're done by clicking Eject . Save a file. Step 1 Press Ctrl + s. Step 2 At the bottom, enter a name for your file. Step 3 Optional: To the left of the file name, change the file type. Step 4 In the left column, choose where you'd like to save your file, such as Google Drive My Drive. Step 5 Select Save. Note: If you’re using your Chromebook at school or work, you can save files in your Shared drives folder. Select Google Drive Shared drives. Delete a file. Step 1 In the corner of your screen, select the Launcher Up arrow . Step 2 Open Files . Step 3 Select the file or folder you want to delete. Note: You can delete files in the Downloads folder, but deleting a file from your Downloads folder is permanent. Step 4 Select Delete Delete or Press Alt + Backspace. Zip a file. Step 1 In the corner of your screen, click the Launcher Up arrow . Step 2 Open Files . Step 3 On the left, select the folder or files you want to zip. Step 4 To select all the files you’d like to zip, press Ctrl and click each file one at a time. Step 5 Optional: To put all of your files in a new folder, press Ctrl + e. Step 6 Right-click your selected files or folder, then click Zip selection. Unzip a file. Step 1 In the corner of your screen, click the Launcher Up arrow . Step 2 Open Files . Step 3 Double-click the zipped file. On the left, you’ll see the zip file. Step 4 To open an individual file, double-click it. Step 5 Optional: To remove the zip file from the list of folders on the left, click Eject .
Caution: All articles available for all End Users in myITcorner needs to be available at least in english and french. This Article will explain you the process to Create & Publish an Article in the End User Service Portal Knowledge Base that is the Knowledge Base which publish content in My IT Corner. Firstable, you will have to be part of a special group to contribute & be able to create Knowledge Articles in the Knowledge Base. The group is named GIO-KB-myITcorner-contributors and you need to ask for access in the IT for IT Catalog (IT Performance Section). Special Group Category needs to be addressed in a way to visualize the group. The Knowledge Administration Team will validate your Access. Once you get your access, you'll be able to create content. For that, go the the Knowledge Module and click on Create New Or Create an article from the Knowledge Homepage Then you will be able to Create an Article, follow this GIF to see which Knowledge Base you have to pick, select a Category & segment your Knowledge with User Criteria if needed. When you will ready, click on PUBLISH for Review. The Knowledge Administrators will check your Article and validate him if: The Content of your Article is not a Duplicata of an Existing Article You have Picked the Right Category You have segmented your audience with the Good User Criteria The Content is a Use Case of IT matters or display useful IT information to the end-user The article is available at least in English & French (except if it's available only to a restricted population, excluding Canada & France Users) There is a Reviewer and a Valid to Date Field: You have to assign a Reviewer for each Knowledge Article, it should be the Collaborator who'll be more aware of any technical change on the Knowledge Article. Another Example of Reviewer could be a Traducer, who'll be Reviewer of Translated Articles of a Parent Article in English. 15 Days before the expiration of the Valid to Date, the Reviewer will receive a Notification explaining him to review the Knowledge Article. If the Valid to Date reach his end without modification of the Date, the article will not be visible for End Users in MyITCorner. An audit by Knowledge Management Team will be done to insure that your article don't stay hidden for a long time. If you have any questions regarding this process, please comment this Article. Kind Regards,
How to Link a Knowledge Article to an Incident & Attach a Knowledge Article to an Incident
English
arnaud.goutagneux@eu.corp.airliquide.com
16
Arnaud GOUTAGNEUX
Uncategorized
Published
2025-07-29 1:44:19
17
IT Knowledge
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2020-02-17 10:11:48
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GIO-PCI-ITSM-Global Process Manager
How to Attach a Knowledge Article from an Incident/Intake/Adhoc You can attach it directly from the related search! Or use the "Search Knowledge" to find information: How to create an Incident from a Knowledge Article:
The Group Web Factory, based on Drupal, is a content management system (CMS) that support the creation and modification of Air Liquide websites. It includes : the corporate website with the country sections (airliquide.com) local industry website (e.g. industrie.airliquide.fr) brand websites (e.g. Vitalaire.es, airliquidehealthcare.com.au, ...) global website (electronics-airliquide.com, Air Liquide foundation, Gaz Encyclopedia, ...) It is the #1 platform for web content management among global enterprises. Flexible and highly scalable, it is backed by one of the world’s most innovative open source communities. Features and Benefits Website factory : creating a new website is simple with 'ready-to-use' templates for all your content It follows responsive design best practices to ensure that the users get a seamless content experience every time, on every device. Easy Content Authoring Flexible Content Architecture It follows SEO best practices Highly Scalable to manage trafic variations High Security Standards To start your site, get an account or get help on your project, visit https://howtowebsite.airliquide.com/ (Login : AirLiquide / Password : 1irLiquide*$01) If you are looking for information regarding the Internet ecosystem (News, guidelines, tips, help & more!) : check the Air Liquide websites community!
Request CARM HR role for yourself 1 - Connect into CARM https://carm.apps.airliquide.com/ 2 - Two options to request for CARM HR role (or other access) Click on the link Request new access Click on this cross image located in the right frame 3 - Select CARM Roles If you do not have one yet, this screen displays, click on CARM Roles, then go to step If you already have an HR role for your entity or another entity, CARM roles is not displaying in new access list. You must click on this image and click on CARM Roles, then go to step 4 4 - Select Human Resources of your entity, enter a justification then click on Submit button to launch your request 5 - Check the result Click on the My Requests menu to follow up the status of your request. It must be completed with Success After that click on My Access menu, then click on this image Click on CARM roles link Then you can see the HR role you requested is selected. Remove CARM HR role from yourself 1 - Connect into CARM https://carm.apps.airliquide.com/ 2 - Click on My Access menu After that click on CARM image Click on CARM roles link Then you can see the HR role you already have, UNSELECT it, enter a justification then click on Submit button to launch your request 3 - As a result, you will lose the capabilities to manage the lifecycle of AL employees in CARM. Request CARM HR role for another HR team member 1 - Connect into CARM https://carm.apps.airliquide.com/ 2 - On the homepage, two options to search a user ? Under quick links, click on Search & Request for ? Or use the search field on the top right menu Enter user’s lastname followed by firstname then click on search icon or press enter on your keyboard 3 - As a result, you will lose the capabilities to manage the lifecycle of AL employees in CARM.
You need an MMS IT Role to have access to myTimeSheet, If you don't have asked for the role in CARM, an error page could appear when you access to myTimeSheet. For that you need to ask for the "MytimeSheet user" role in the "Resource Management Section". If you have never asked for MMS Roles, click on ; & Select MMS IT Role. If it's an extra access, follow this Gif:
access, airliquide, arnaud, com, corp, english, error, goutagneux@eu, how, laurent, lazo, missing, mts, mytimesheet, page, request, time, time tracking, tracking, trying, trying to, ttt
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KB0016018
Learn to activate 2 Steps Authentication of your Google Account on your Chromebook
English
arnaud.goutagneux@eu.corp.airliquide.com
123
Harold OUSSET
Uncategorized
Published
2025-07-29 15:58:29
52
myITcorner
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2020-02-11 17:18:21
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GIO-EUS-GOPS-USER-DEVICES-L3
Important: this article only concerns the users who have a Chromebook. Activate 2 Steps Verification for your Google Account To access Google outside AL Network you will need to have the 2 Steps Authentication activated. Step 1 Call your Service Desk to generate Backup codes Step 2 Disconnect from Ivanti and disconnect from Google Step 3 Login on Google then enter your email address {email Address} and password. Step 4 You will be prompted to enter your backup code If your account has been created Before May 2020, if you don't have backup codes, you need to contact the Service Desk to get ones.If your account has been created after May 2020, your backup codes are in your first email with your credentials. Step 5 Turn on & Activate 2 Step Verification. Please find the procedure here. Step 6 You are now set to access Google without using Ivanti Note: If you have the following message: "Your sign-in settings don't meet your organization's 2-Step Verification policy. Contact your admin for more info." is that you haven't generated a Backup code yet, please follow all the steps in this article. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
This articles describes how to set up a catalog category to be displayed on your homepage. Therefore reducing the number of clicks required to create a request, demand or catalog change. Target view Step 1 : Go to your hompage click on add content Step 2 : Browse for Catalog categories, add the category and choose how it will be displayed
The GIO Knowledge Base is open to all IT. Everyone has access through the Knowledge Portal or directly within the Agent Workspace. All our Tickets are managed thanks to the information within our Knowledge Base, and we attach almost all tickets with associated Knowledge Articles. When a ticket is assigned to you you can always see the related KB here: Also, when you're not happy with the Knowledge Article, you can flag it directly in the Agent Assist part of the Agent Workspace: Or also within the Knowledge portal: GIO Service Desk closely follows the Flags assign to their base and engage to update them in less than 14 days. Still, anticipation stays the best way to work and interact with us, we wanted to remind you those best practices:
Enroll your corporate iOS mobile device with Business Only
English
arnaud.goutagneux@eu.corp.airliquide.com
0
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-07-29 19:22:02
7
myITcorner
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2020-02-03 17:03:11
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GIO-EUS-SD-EUROPE-L1
New procedure, November, 2019 Enrolment to Intelligent Hub with Business Only* This document describes how to enroll a mobile device (tablet or smartphone) owned by Air Liquide to access corporate applications such as Kite (as to have access to your emails, your calendars and your contacts on your mobile phone). All apps will be synchronized after the enrollment. *Business Only is a profile available for corporate mobile devices only. With it, you can access corporate apps VPN and Wifi @AL2 from a mobile device owned by Air Liquide. Access here the list of authorized apps. NOTE: Depending on the phone used the screenshots shown on the procedure might be slightly different. By enrolling the device to the Air Liquide Device Management solution you agree to the terms and conditions mentioned here (User Agreement for the Use of Company Owned Devices) after enrollment. The enrollment is mandatory to access Air Liquide data from any mobile device.By default, you can enroll in only one device. TABLE OF CONTENT 1. Prerequisites 2. Mobile Device Enrollment 1. Prerequisites You need to have: An iOS mobile device (iPhone or iPad) - from iOS 12.2 and above. If you don’t know how to verify your mobile’s version, click here. This device should be owned by Air Liquide Your Google Kite account ([firstname].[lastname]@airliquide.com for example) Your Google Kite password Have the 2-Step authentication activated Access to internet: cellular connectivity (4G, LTE, etc.) is preferred (no need to be on an Air Liquide site) Your computer opened with the email your received from Intelligent Hub 2. Mobile Device Enrollment 1 Switch on your mobile and select your language and country 2 Press “Set Up Manually” 3 Choose a network in the list (you can choose to share your own mobile connection) and enter the Wifi passcode, then press “Next”. 4 After a few seconds, the Remote Management notification appears. Press “Next” 5 Now on your computer, open your Air Liquide mailbox and open the email you received from Intelligent Hub. You will see at the end of this email, a code as shown below in red. 6 On your mobile device, enter the code on both “username” and “password” boxes. Then press “Next”. /!\ Username and Password are the same. Besides, this code is only valid once. If you need another code, please ask it on Carm. 7 After a few minutes, the following notification appears. Choose one of the options: Enable or Disable location services. Your choice will have no impact on the enrollment process.
airliquide, arnaud, bar, cloud, cloudsearch, com, configuration, corp, default, engine, english, ferdinand, goutagneux@eu, how, rochas-sc, search, set, url, your
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KB0016321
Pulse Secure - Troubleshooting/ Main Issues
English
arnaud.goutagneux@eu.corp.airliquide.com
0
Hamza MOKHTARI
Uncategorized
Published
2025-07-29 21:43:47
34
myITcorner
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2020-03-18 15:06:53
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GIO-EUS-SD-EUROPE-L1
Contact your Admin Issue If you have tried to connect to Pulse Secure once installed with OKTA and an error message appears saying that you need to contact your administrator to solve the problem, that means that you didn't ask for the right to use Pulse Secure in CARM. For that you need to go to CARM/My Accesses/Secure Remote Access/Standard User (AL Employees & Subcontractors) Once validated by your Manager, you'll be able to use your AL email and OKTA Password Generated and successfully connect to AL Network. TIP: If you're outside AL Network, you cannot connect to CARM and ask for that access, but you can ask to a collaborator to do it for you! Follow this article to know how! "Connection error: you are not allowed to sign in (error:1329)" You try to connect to AL network from home. You type your credentials to the pulse login window and you click on connect but you receive the error message below. In this case contact your HR or manager who has right in CARM to do a request on behalf of you. They can check if you have Secure Remote Access account in CARM. Scenario 1: If you don't have Secure Remote Access account in CARM Then ask a Colleague who as a Secure Remote Access to should make the Secure Remote Access account request for you in CARM. Scenario 2: If you do have Secure Remote Access account in CARM ask HR (or person who has authorisation to make request on behalf of you) to do the screenshot from their CARM where your name and your accounts list is fully visible and ask them to send it to you via Gmail. Once you have the screenshot, call your helpdesk, they can check in Active Directory if you are added in to the right group and if not, the helpdesk will create a ticket for you and send it to the correct resolver team to fix your profile. Once your profile is fixed by resolver team, you should not get the error code 1329 in Pulse Secure. Connection list is empty List of connections is empty in Pulse Secure, connections are missing. Pulse Secure Connections should look like this: The workaround to fix this for yourself is to add connections manually: Click on plus sign next to connections Choose "UAC on SSL-VPN" in dropdown list, type in name: Europe, type in server URL: eu.vpn.airliquide.com then click on connect For the rest of the zones, the procedure is the same, the given names and links are: South Africa za.vpn.airliquide.com" Americas - North am.vpn.airliquide.com Americas - South sa.vpn.airliquide.com APAC - Australia au.vpn.airliquide.com APAC - China cn.vpn.airliquide.com APAC as.vpn.airliquide.com Middle East and Africa eu.vpn.airliquide.com
1329, admin, airliquide, arnaud, com, connection, connection error, contact, contact your admin, corp, empty, english, goutagneux@eu, hamza, issue, issues, list, list is empty, main, mokhtari, pulse, secure, trouble, troubleshooting, wifi, your
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KB0016236
Modify user information for an internal employee in Carm
English
arnaud.goutagneux@eu.corp.airliquide.com
150
Vincent CAO
Uncategorized
Published
2025-07-29 20:38:34
33
myITcorner
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2020-03-11 15:06:31
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GIO-SEC-CARM-L2
This article will help you to modify user information for an internal employee in Carm How to modify user information for an internal employee ? Each HR team can modify or update information for Air Liquide employees of their respective entity. Employee type (change contract type from permanent employee to temporary employee for instance). HR Number/Cost center Title/Department CARM approver/Hierarchical manager 1 - Connect into CARM https://carm.apps.airliquide.com/ 2 - On the homepage, two options to search for a user under quick links, click on Search & Request for Or use the search field on the top right menu Enter user’s lastname followed by firstname then click on search icon or press enter on your keyboard 3 - Click on user name to edit his/her CARM information profile 4 - With HR role you can modify the following details: Employee type HR Number.Cost center Title/Department CARM approver/Hierarchical manager 5 - Now with HR Role, you can set a Specific Status Leave of Absence: the user is not working for Air Liquide for the moment for some reason (Long sickness, Maternity leave, …) but the accounts remain active. A return date MUST be set. Avoid automatic suspension triggered by an inactivity period. Leave of Absence with deactivation: the user is not working for Air Liquide for the moment for some reason (Long sickness, Maternity leave, …) and all accounts are suspended (but no protected against deletion). A return date MUST be set. The accounts will be restored at this return date. Outside Payroll: the user is not managed by the standard Payroll System of his Entity. Avoid automatic suspension triggered by Payroll data. 6 - With HR role you can modify the following details: Phones Fax Office location Notes : each employee can manage phones numbers and office 7 - Click on Submit to validate your modifications As a result, user’s details will be synchronized with his/her access accounts managed in CARM like Kite account, Corporate windows account and other applications which are using the concerned details.
Service Desk Agents - Onboarding Process - Hub AMEI
English
arnaud.goutagneux@eu.corp.airliquide.com
0
Hassen HOUAIDI
Uncategorized
Published
2025-07-29 1:10:57
13
IT Knowledge
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2020-02-10 15:37:06
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GIO-EUS-SD-GLOBAL-SDA
Prerequisites You need an Air Liquide CARM, Windows and Google (KITE) account These accounts should be created by HR when you join the company You should have logged into Windows, CARM, and Google at least once to continue this process Tools for the Job You need a Windows Admin Account The Admin account will be used to access Active Directory, Jump Servers, Admin portals & tools and enable Remote Desktop Support for end-users Process for a Windows Admin account to be created via CARM Knowledge Base Here (Active Directory Delegation Model) You need a Google Admin Account The Admin account is used to generate 2 step verification codes for end-users and reset Google passwords This account has been replaced by GAST, please see below. The process to request a Google Admin Account here Access to the Google Admin Solution Tool Portal Knowledge Base here (Google Admin Solution Tool) You need a Manage My Service (MMS) Account This account will be used to access the Service Desk to assist users The process to request for MMS account here Access the Manage My Services portal here Knowledge Base here (Process Description of Incident Management) You will need a CARM admin account This account will be used to reset END-User CARM, Windows and Google accounts The process to request for CARM admin account here Access the CARM admin console here Knowledge Base here (CARM guides and processes) You will need an MBAM Account now is DDPS Account This account will allow you to manage Bitlocker passwords for encrypted drives The process to request for DDPS access is here Access to DDPS Admin console is here You will need access to BBCA Marimba This account will give you access to the Marimba platform used to deploy software and system updates The process to request for BBCA admin account here Access the BBCA admin console here Knowledge Base here (BBCA Guide) You will need a PRTG network monitor account PRTG is the global tools used for network monitoring and performance The process to request for a PRTG account is here Access the PRTG console here You will need an IPAM account IPAM is the standard tool used for IP Address management The process to request for IPAM access is here Access the IPAM console here You will need a GAST account GAST is used for Service Desk Team to generate backup codes for users It has been improved to A GAST bot where you can speak to an automatic agent The process to request GAST account is here Access to GAST Portal here Service Desk Agents Service Desk Agents
agents, airliquide, amei, arnaud, com, corp, desk, english, goutagneux@eu, hassen, houaidi, hub, onboarding, onboarding service desk team, process, service
What's the difference between a Subcontractor and a Business Partner?
English
arnaud.goutagneux@eu.corp.airliquide.com
442
Vincent CAO
Uncategorized
Published
2025-07-29 21:35:20
26
myITcorner
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5.00
GIO - SEC - CARM Application Provisioning
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5
2019-09-19 17:55:58
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GIO-SEC-CARM-L2
This guide is meant for Air Liquide employees who work with Business Partners and want to create accounts for them and provide them with access to Air Liquide application. For external contractors (non AL employees), there are two types of accounts that can be created in CARM (CARM is the worldwide Air Liquide referential for identities): SubContractors Business Partner Here are the differences between them: The table below compares all 3 types of accounts (including Employee accounts): In addition to the above: currently, Business Partners do not have access to CARM. This has the following consequences: Their CARM validator must make CARM requests on their behalf; They cannot change their password via CARM, so they must change their Active Directory (Windows) password using their Virtual Desktop (typically Citrix). To know how to create a new Air Liquide account for a newcomer, click here. To know how to create a new Air Liquide Account for an Subcontractor or a Business Partner, click Here.
To access to the Media Library, use this url: https://medialibrary.airliquide.com/login/ Caution: you need to ask for an account in CARM first, please follow this Gif Below to Know how to do it. Need some Training? Visit the Media Library Training Center!
AODocs - Use Google Drive Shortcuts for Documents hosted in a Document Management System
English
arnaud.goutagneux@eu.corp.airliquide.com
21
Olivier LEMAITRE-SC
Uncategorized
Published
2025-07-29 9:42:36
14
myITcorner
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5
2020-09-08 14:50:41
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GIO-EUS-GOPS-DWP-L2
Follow this GIF: Go into your DMS Open the Document Open the Drive Document that you want to share by shortcut Open it in a new tab Click on Add a Shortcut to Drive
airliquide, aodocs, arnaud, com, corp, dms, document, document management, documents, drive, drive shortcut, english, google, goutagneux@eu, hosted, in drive, insert, insert to drive, interaction, lemaitre-sc, library, link, link to drive, management, olivier, shortcut, shortcuts, system, use
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KB0015961
Remove your KITE account from your personal space on your Android mobile
English
arnaud.goutagneux@eu.corp.airliquide.com
7
Fabrice FORGEAIT
Windows - Storage / Performance
Published
2025-07-29 15:58:28
15
myITcorner
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1
2020-02-06 13:25:01
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GIO-EUS-GOPS-WORKSPACEONE-L3
This document describes how to remove your KITE account from your personal space on your enrolled mobile device. The enrollment in Intelligent Hub is mandatory to access Air Liquide data from any mobile device. NOTE: Depending on the phone used the screenshots shown on the procedure might be slightly different. 1 On your enrolled mobile device, open your Settings 2 Click on Cloud and Accounts 3 Click on Accounts 4 If your Air Liquide email address appears, open it and press Remove account
Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Intelligent Hub - How to switch profile in Intelligent Hub (Android only)
English
arnaud.goutagneux@eu.corp.airliquide.com
174
Fabrice FORGEAIT
Uncategorized
Published
2025-07-29 19:22:00
22
myITcorner
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5.00
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5
2020-02-03 16:51:01
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GIO-EUS-GOPS-WORKSPACEONE-L3
How to switch profile in Intelligent Hub (Android only) This article aims to describe the procedure to switch profile on your enrolled mobile from Mixed Usage profile to Business Only profile. This procedure is only available for Android devices (not available for iOS devices) Prerequisites Your device is a corporate Android mobile or tablet, owned by Air Liquide You have already enrolled your corporate mobile device in the Mixed Usage profile beforehand Step 1 On your computer, go to Carm: Click on My access Click on Mobile Device Access Uncheck the box Mixed Usage Select Business Only, choose how many devices you wish to enroll Enter a justification, press Submit (a notification will be sent to your Carm approver) Step 2 Once your request is approved, follow this procedure. Be careful, this action requires resetting your mobile device to factory settings. Make sure you have saved all your important data on your Google Drive session beforehand. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
The Password Reset tools aims to allow End Users to reset their corporate Windows passwords in case of its loss without calling the helpdesk or field service. The Password Reset Tool use the security questions defined in CARM by each user. What do we need ? A connection to Air Liquide network is mandatory for its operation (AL Network or through IVANTI Secure). Note: This Procedures works with Ivanti when you lock your Session not when you close it please tape + L in order to Lock you PC. Clear knowledge about all the answer once provided by yourself in CARM. # Action Screenshot 1 In the login screen press “Ctrl, Alt, Del” as usual 2 Click on the button representing your user 3 Below the password field you see a new option: *** I FORGOT MY PASSWORD *** Click on it in case you forgot your Windows password 4 The CARM Challenge/Response window appears 5 In the “language drop down menu” on the right side please select your desired interface language / keyboard layout and Click “Submit” 6 In the “Enter your Network Identifier” field type your USERNAME (e.g. Firstname.Lastname) 7 Click “Next” 8 In the following three Challenge Windows will appear. The language of the questions represents the language you have activated in CARM! Currently the following languages are supported in CARM: English, French, German, Spanish, Portuguese, Italian, Dutch, Russian 9 Type the answers in the “Answer field” The answers are case-INSENSITIVE 10 In case ONE, TWO or ALL the questions is/are NOT answered correctly a message is displayed after the THIRD question: “Invalid Response” Click “OK
How to Create an RSS Feed Create and display RSS feed over your screens. Step 1 Go to Newsfeed Step 2 Click New channel Step 3 Enter a name and select RSS feeds then enter the URL address of the RSS feed. Optionally, number of articles to be published. Cick Save. Step 4 Go to Designer then Zoning. Click on Newsfeed icon in the toolbox then add it in the page. Resize the content if necessary. Click on the floppy disk icon to save. Step 5 Go to Displays and select a screen. Step 6 click on Zoning then select the right zoning with the RSS feed assigned. Step 7 Click on Newsfeed then click Add. Add a screen then click Save. Note that you need to have a playlist with some contents running to display properly the RSS feed content. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
This article describes how to display dashboards or PowerBI reports on your screen using Comeen Play solution. Publish PowerBI reports in Comeen Play After following this procedure, you will be able to: Display dashboards or PowerBI reports into Comeen Play Share your productivity dashboards or KPis to your team within your department Prerequisites In order to broadcast reports, your workspace need a PowerBI Premium subcription (P SKU). Contact GDO to know how to change plan. Step 1 Go to your environment settings then click on Integrations : Step 2 Click on "Connect Account" button: Step 3 Select PowerBI account Step 4 Click Connect and Accept all conditions if prompted Step 5 Define access rights. It defines who will be able to use this account to add reports: Step 6 Go to Playlists. Click Add content then select Office 365 > PowerBI Step 7 Select Reports then select your Workspace, Report and page name you want to display. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Step 1 Press Ctrl + Shift + show all windows symbol on your keyboard. + + Step 2 Click on the camera symbol then drag your cursor over the area of the screen that you want to record. Step 3 Click on Record. Record begins in 3 seconds. You can also record your screen with sound activity using the gear then click on record microphone.
if you cannot see the presentation, click here to access to it if you cannot see the presentation, click here to access to it KBB00100581 App, 1 Password
The SSID WiFi Corporate is the corporate access for Air Liquide collaborators. Please follow process described below to connect your Chrombook to WiFi service. Prerequisite 1 Use the bundled USB Ethernet adapter to connect the Chromebook to wired Ethernet then turning it on Prerequisite 2 Enter myCARM into your browser, then into My accesses tab If Mobile Device Access is shown, click its button If not, click on New access Select Mobile Device Access in the drop-down list Check the box Chromebook / Non-Windows User role Add a justification to this request Then click on Submit my request Step 1 Click on lower-right corner and find Air Liquide - Corporate into WiFi network list then click on it. Step 2 A pop-up appears, click on Get new certificate. Step 3 Certificate enrollment page appears, fill : your Windows credentials (firstname.lastname) your password then click Enroll. Please wait until the process is achieved successfully. You will be automatically connected to WiFi Corporate. Self-help 1 This error message occurs. You are not member of the right group. See here how to get the Chromebook role. You are not connected to Air Liquide network via ethernet cable (RJ45 adapter required) Depending your username format, the firstname.lastname combination may not work as expected. Please refers to User information in CARM. Check also if Time and Date are correct Self-help 2 This error message occurs. Your Windows Username/Password combination does not work (not KITE one). If you have synchronized all your passwords in CARM, please try the last password filled. If still fail, try to synchronize again. Check also if Time and Date are correct Self-help 3 This error message occurs. Click OKAY then retry until Success message appears. Self-help 4 This error message occurs. If you had installed the certificate correctly, reboot your chromebook. Your certificate has expired - that requires to connect to Air Liquide network back (through ethernet) to install a new certificate via certificate enrollment extension If above steps didn't work please contact your helpdesk.
Add a printer to your printer list on Macos devices This article will help you to add a new printer and print any documents on your macOS device. Prerequisites Install Xerox Print Mobile extension available here Step 1 On the top right corner, click on the Xerox Mobile Print Portal application. Step 2 Click on the Logout button Step 3 The user email address will be already present, click the Next button. Step 4 Click Add Printers Step 5 Type “cirrato” and click the “Search” button. Step 6 Select the Check Box of the Cirrato Follow Print and then click the Done button. Step 7 Cirrato Follow Print will be added to the macOS device and the window can be closed. Step 8 To send a print job, select Cirrato Follow Print from the destination drop-down menu, make any adjustments for the job, such as Colour/B&W, paper size, or others as needed, and finally, click on the Print button. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
For users could not book a desk in Loop, try this procedure before. 1 Clear Chrome browser cache 2 Logout/Login back to Loop 3 If problems persists means user is not authorized on the site (as not primary site) - Be invited to the site - for users come often on the site, contact the facility manager of the site (the user can be added to the site as secondary site) - Request for corpoworking (only available on sites that enabled the feature) 4 Check user roles and access from CARM (KB0043348/KB0043351)
airliquide, arnaud, book, com, corp, desk, english, error, henri-sc, henri@eu, issue, loop, map, unable, unable to book a desk, wrong
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KB0041351
Comeen Play - Embed Looker Studio reports
English
arnaud.henri@eu.corp.airliquide.com
31
Arnaud HENRI-SC
Uncategorized
Published
2025-07-29 14:56:56
33
myITcorner
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NaN
NaN
NaN
NaN
NaN
0
2023-08-28 10:06:10
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GIO-EUS-GOPS-CWS-L3
Embed Looker Studio reports From Comeen Play, you can display a Looker Studio report on your screens. https://support.comeen.com/hc/en-us/articles/6745120364445-Looker-Studio-reports Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Access the Comeen Play platform Step 1 Request for account creation from myITcorner Step 2 Once your account is created, you will receive an email with the access link to the platform and your login details. Step 3 Connect to https://login.new.play.comeen.com/ and Click on Sign-in with Google. Step 4 Once you have logged in to Comeen Play, you will be taken to your personalized homepage. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Setup a Google Drive account into Comeen In order to use your Google Drive library and deliver Google Workspace content, you must sign in with a Google Kite Account. Step 1 Go to your environment settings then click on Integrations : Step 2 Click on "Connect Account" button: Step 3 Select Google Workspace auth provider Step 4 Add a name of this account (usually your email address, it will help you find it later) then click Connect : Step 5 After the redirection, choose the account you want to use: Step 6 Click on "Allow": Step 7 Define access rights. It defines who will be able to use this account to add images or videos on the screens: Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Create user https://support.comeen.com/hc/en-us/articles/6452438071965-Create-user Step 1 To manage your users, go to Your environment > Users. Step 2 Click on "Add a User". Step 3 Enter the user's e-mail. Choose the user's role. If needed, choose a group to associate. Then click on "Save" Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with MyAssistant
Step 1 Make sure that the Chrome device is connected directly to the AL network (don't works from VPN) Step 2 In the Chromebook web browser, start a print to open the printing screen (Menu > Print…) Step 3 Click on the Destination menu, and select “See more…” Step 4 Select “Follow Me - ” that is appropriate for your location from the printer list. Step 5 The printer list will briefly display “Setting up…” Step 6 After setup completes the menu will return to the printing screen Step 7 When you want to continue printing, select the desired print options and click “Print” Step 8 Go to any UniFlow-enabled printer and sign in using your login or badge Step 9 Select the print job you submitted and select “Print+Delete” Step 10 The printer will print the pages.
This article will help you to Enroll a Chromebox in the Comeen Play environment. Prerequisites Have an Air Liquide computer or your smartphone (enrolled in Mixed usage or Business Only profile) next to youVerify to have the Chromebox up to date with the latest ChromeOS version.Have access to Authenticator Portal to generate backup codes by yourself. In case of issues, please create an ad hoc request or contact your IT manager. Don't use your smartphone to generate the code.Recommended hardware are listed below Step 1 Turn on the device and set up the parameters related to language, keyboard, timezone (if needed) then click Get started. Step 2 At the bottom of the Chromebook's setup screen, click Device enrollment or use keyboard shortcut keys to press Ctrl+Alt+E. Step 3 Enter the username comeen.play@airliquide.com and password EnrollComeenPlay23!Don't use your own Kite account and use it only to enroll a chromebox for the Digital Signage service! Step 4 Go to Authenticator Portal then click on Account Service in gray to generate a backup code. A code is automatically created every 30 seconds. Don't use your smartphone to generate the code! Make sure you are authorized to generate a code. If not, please create an adhoc request to request access to the Digital Signage authenticator portal. Step 5 Click Next or Enroll enterprise device (this may different given by ChromeOS version) Step 6 When you get a confirmation message that the device is successfully enrolled, click Done. Step 7 At restart, your chromebox is ready to be configured in ComeenPlay and a code should normally be displayed at the screen. If Comeen page doesn't displays and, means you may forgot to enroll the device properly or used the wrong account so you need to wipe your device. Refers to this procedure. Next step : Associate a screen to Comeen Play Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Option A Step 1 Start on the login screen. Step 2 Instead of logging in with your profile, click “add person” at the bottom of the screen. Step 3 Then you can log in with your personal account (@gmail.com) Note if you see the @airliquide.com extension, your gmail account will be opened. Option B Step 1 If you have entered your Airliquide session when opening your chromebook, you can still access your personal account using the incognito mode.On your computer, open Chrome. Step 2 At the top right, click More and then New Incognito Window. Step 3 A new window appears. In the top corner, check for the Incognito icon. You can also use a keyboard shortcut to open an Incognito window: Windows, Linux, or Chrome OS: Press Ctrl + Shift + n. Mac: Press ? + Shift + n You can switch between Incognito windows and regular Chrome windows. You'll only browse in private when you're using an Incognito window.
From a Home, Personal, or Public network Step 1 Sign into your Chromebook using your current password. Step 2 Connect with Pulse Secure VPN. Use Pulse Secure VPN to connect to the Air Liquide network.Refer to this guide for additional information. Step 3 Go to CARM. Open the browser and navigate to https://carm.apps.airliquide.com/. Enter your Windows network credentials if prompted. click Change Passwords. Step 4 Change your passwords.Make sure that the checkbox for KITE Account (Google) is marked, as well as any other accounts for which you would like to change the password. We recommend changing all passwords at once. Note: Before continuing make sure that you remember your current KITE account password. You will need to enter it again in a later step. Step 5 Complete the password change by entering a password that follows the rules shown on the page, and click Submit.If the password change is accepted you will see a confirmation message at the top of the page. Step 6 Sign out of your Chromebook. After changing your KITE account password you must sign out of your Chromebook. Click on the system tray in the button right corner, then click Sign out. Step 7 Sign in again using both your new and old passwords.First confirm that your Chromebook is connected to WiFi or a wired connection with Internet access. Select your account and enter your NEW password. You may be asked to enter a 2-step verification code or receive an authorization prompt on your mobile device.After signing in you will be asked to provide your OLD password to restore your encrypted data. Enter your OLD password to complete the password change process. From the Corporate network Perform the same steps for changing your password without the Step 2.Warning: you have to be connected using a wired connection (it does not work when connected to WiFi Corporate). Use the bundled USB Ethernet adapter to connect the Chromebook to wired Ethernet then turning it on. Troubleshooting I cannot remember my password.Please contact the Service Desk. They will be able to help you change your current Kite password. However, because your Chromebook is encrypted with the forgotten password you will not be able to access any data on the device. Fortunately, all data for Google apps is saved online on your Kite account - you will not lose this data.
Loop - Visitor management You can invite external peoples to come on a site. Only the employees of a site are able to register a new visitor. You have the possibility to assign a specific zone where the visitor will be able to book a desk. This is last only 1 day. Step 1 Login to Loop then click on visitor management module Step 2 Select a start/end date and arrival time Step 3 Enter visitor contact informations. You can also invite guests by specifying their contact details. You can also select a zone dedicated to visitor and/or a team to work with (if needed) Each visitor will received email notifications with event and site information. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Managing the subtitles of a video https://support.comeen.com/hc/en-us/articles/6772522411293-Managing-the-subtitles-of-a-video Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, arnaud, com, comeen, comeen play, content, corp, digital, digital signage, english, henri-sc, henri@eu, managing, play, signage, subtitles, video
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KB0024611
Intelligent Hub - Request a token to enroll macOS devices
English
arnaud.henri@eu.corp.airliquide.com
351
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-07-29 19:51:07
21
myITcorner
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NaN
625
2021-11-30 16:48:03
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GIO-EUS-GOPS-WORKSPACEONE-L3
Step 1 Go to myCarm Step 2 Click on My Access Step 3 Click on “Request a new access” and select Mobile device access from the menu. Step 4 Tick "Ability to enroll a Mac OS device" then validate. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
This article will help you to enroll a Chromebook Prerequisites Synchronize your Windows & Kite passwords in CARM. See the procedure here (go to step 3) Set up the Okta Verify. See the procedure here Get the Chromebook / non-Windows users role. See the procedure here (go to prerequisite 2) Verify to have the Chromebook up to date with the latest ChromeOS version. Step 1 Turn on the device and set up the parameters related to language, keyboard, timezone (if needed) then click Get started. Step 2 At the bottom of the Chromebook's setup screen, click Device enrollment or use keyboard shortcut keys to press Ctrl+Alt+E. Step 3 Enter your Kite account credentials. Your Kite/Google password need to be synchronize with the Windows password one! See prerequisites. Step 4 At the OKTA screen, use the authentication method to login. See prerequisites. Step 5 Click Next or Enroll enterprise device (this may different given by ChromeOS version) Step 6 When you get a confirmation message that the device is successfully enrolled, click Done. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
The Group Apps Catalog is a digital software distribution service operated by GIO. It serves as the official app store for all operating systems, allowing end-users to browse, download and install software allowed and approved for use within the Air Liquide information system. For any questions related to this catalog, please contact us at ww-gio-apps@airliquide.com This request is only available for IT Managers! This request is made only for : Android/iOS apps (public/private) Chrome extensions Google add-ons Chatbot Google scripts Step 1 Click on the request and fulfill the form properly. If information is missing or unclear we will contact you throught the same request. Links Allowlist process Software applications at Air Liquide Bluebook - Management of apps Internal add-on publication guidelines Publish private mobile apps in Air Liquide Playstore Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Broadcast a content https://support.comeen.com/hc/en-us/sections/6237398660381--Broadcast-a-content Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, arnaud, article, broadcast, com, comeen, content, corp, english, henri-sc, henri@eu, insert, insert key words related to your article, key, play, related, words, your
NaN
KB0034248
Loop - CorpoWorking
English
arnaud.henri@eu.corp.airliquide.com
43
Arnaud HENRI-SC
Uncategorized
Published
2025-07-29 19:49:59
38
myITcorner
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NaN
NaN
NaN
NaN
NaN
0
2022-12-14 10:51:27
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GIO-EUS-GOPS-CWS-LOOP-L3
Loop - Corpoworking CORPOrate coWORKING is an internal invitation-only space where employees from one site of AL group co-locate with the teams from another AL site. With the use of Attendance, it enables people to come on a corpoworking-ready Loop site to work with others colleagues 1 day per week. The request need to be sent minimum 3 days before the visit. Prerequisites To not be considered as belonging to the site (Primary site) Submit a corpoworking request 3 days before Respect corpoworking rules of the site Step 1 Login to Loop then choose a site Step 2 Click on CorpoWorking Step 3 Choose a date and confirm the reservation If your request has been accepted, you will received a mail notification with corpoworking rules of the site. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Add content to your playlist https://support.comeen.com/hc/en-us/articles/6375303113629 Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
add, airliquide, arnaud, com, comeen, comeen play, content, corp, digital, digital signage, english, henri-sc, henri@eu, play, playlist, signage, your
NaN
KB0041198
Comeen Play - Broadcast a playlist
English
arnaud.henri@eu.corp.airliquide.com
32
Arnaud HENRI-SC
Uncategorized
Published
2025-07-29 14:56:56
30
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
0
2023-08-11 11:50:44
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GIO-EUS-GOPS-CWS-L3
Broadcast a playlist https://support.comeen.com/hc/en-us/articles/6384511929245 Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
This article describes how to connect and add Lumapps contents to a template. How to add Lumapps contents in Comeen Play Prerequisites Set up a Lumapps account in Integrations section Requires LumApps admin/edit rights to select LumApps instances Step 1 To add a data source, go to Data Sources and click on "New data source": Step 2 Choose "Lumapps Content" and click on "Next": Step 3 Customize your source (Icon, Name, Color): Step 4 Select the account, instance, content type and language you want: Step 5 Click on "Create" You can now use your source in the designer: Step 6 Add a new playlist. Select Template content then choose your template: Step 7 Assign the playlist to a screen Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with MyAssistant
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User called that he/she is unable to book a desk in the Loop application. STEPS: 1. Clear Chrome browser cache 2. Logout/Login back to Loop If the problem persists means user is not authorized on the site (as not primary site) Contact facility manager of the site (KB0022408) Check user roles and access from CARM (KB0043348-KB0043351) User must be invited to the site. For users come often on the site, contact the facility manager of the site (the user can be added to the site as secondary site) Request for Corp working (only available on sites that enabled the feature) LOGGING CATEGORISATION: Business service: GIO - LOOP Configuration item: Loop - PROD Situation: Bug/Defect [Incident] Resolution Notes: Service desk will assist the user to troubleshoot the issue. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, arnaud, book, cannot, com, corp, desk, english, henri-sc, henri@eu, issue, loop, map, problem, unable, unable to book a desk, wrong
NaN
KB0021721
Intelligent Hub - How to get a Business-Only role to connect to WiFi Corporate?
English
arnaud.henri@eu.corp.airliquide.com
22
Arnaud HENRI-SC
Network / Connectivity
Published
2025-07-29 19:51:06
24
myITcorner
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3
2021-07-07 17:06:03
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GIO-EUS-GOPS-WORKSPACEONE-L3
Case 1 : I am out of Office Step 1 I have my macbook with Pulse secure (start pulse secure and go to step 2 below) Step 2 I don't have access to CARM : follow the procedure ask a colleague who has access to Airliquide Network or have already access to Carm to do it for me. Case 2 : I am still in the Office Step 1 Go to CARM (https://carm.apps.airliquide.com/Carm/CarmInit.do) and connect to your session Step 2 Click on “My access” Step 3 Click on “Request a new access” and select Mobile device access from the menu. Step 4 Select the Ability to a Mac OS device
Create a playlist https://support.comeen.com/hc/en-us/articles/6374789732509 Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Step 1 Make sure that the Bluetooth device that you want to connect is on nearby and ready to pair. Step 2 Click on the Quick Settings panel at the bottom right of your screen. Step 3 Click Bluetooth. Step 4 Select your Bluetooth accessory. Step 5 Follow any additional instructions on screen.
Create personalized content and link it to your data https://support.comeen.com/hc/en-us/sections/6678764509725--Create-content Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
MPS - UNIFLOW - ACTIVATE YOUR FOLLOW ME PRINT KEY OR BADGE
English
arnaud.henri@eu.corp.airliquide.com
55
Sebastien PLAUD
Printing / Devices
Published
2025-07-29 21:59:38
19
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
7
2021-03-05 11:57:37
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GIO-EUS-GOPS-CWS-MPS-L3
This procedure is applicable only for the rest of the world (except EUROPE) In order to retrieve or scan documents on Canon MPS multifunctions, you might need a Follow Me Print Key. If your access badge is not compatible, these keys are provided by your local manager. Before being able to use it, you need to register it. This is a one-time only process. You can only do this on a device with a touchscreen control panel and a badge reader. Prerequisites In order to follow this process, you should: Have your badge or a Follow me print Key Have a device with a touchscreen control panel and a badge reader Step 1 On a shared printer, scan your badge or Key fobs Step 2 Enter your network username (first.last@domain) and Windows password, then choose LOGIN. (For subcontractors, do not include -SC). An error message stating “Invalid Credentials” will be received if your credentials are entered incorrectly. For America : login@am.corp.airliquide.com For Apac : login@as.corp.airliquide.com For Europe Africa Middle East : login@eu.corp.airliquide.com Your badge is now registered to print, copy, fax and scan on any shared printer
Associate a new screen Prerequisites Your Chromebox need to be enrolled to airliquide.com domain before be associated to ComeenPlay. Refers to this article Have permissions to associate a new screen from the "Digital Signage - Order a license" request Step 1 In order to associate a new screen, connect your player with the Comeen Play application (Chromebox) If the network is well configured, you will see this screen: Step 2 Go to the Displays page of your space (via the menu on the left) then Click on the "Associate a Player" button Step 3 Now enter the code that appears on the player screen: Input screen details: Your screen is now associated with this player and it is ready to broadcast your playlists! Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Learn how to allow an application (Digital Workplace & mobile apps)
English
arnaud.henri@eu.corp.airliquide.com
27
Arnaud HENRI-SC
Uncategorized
Published
2025-07-29 2:01:52
6
IT Knowledge
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2024-02-01 10:47:26
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GIO-EUS-GOPS-CWS-L3
Allow an application A new request is now available to allow an application to be run in Air Liquide ecosystem for all enrolled devices. Scope is : Mobile apps (Android/iOS - public/private) Google Chrome extensions Google Marketplace add-ons (public/private) You will also be able to track the status of your request online from the creation to the deployment. You can now use this new request form for all new application requests. For more information, a detailled process is available link and list of IPC from this link. Step 1 Go to MMS then open the request Step 2 Fulfill properly the form with each questions Step 3 Click on order. A notifivation will be sent to each Information Security Officer (ISO) to approve or reject the demand based on answers and application specifications then submitted to the Apps approval review committee to a final decision. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Presence on the plan - Principles This article describes the management rules of presence in a site equipped or not with sensors. The Loop application offers all employees the possibility of reserving create meeting rooms and occupy offices.To enable Flex availability on the offices, there is a possibility of occupying offices anonymously and displaying the status (occupied/available) on reservable desks thanks to sensors installed behind the desk or declare a location (this will display the name of the user on the desk). In addition, the free meeting rooms will have the functionality of automatic reservation upon detection of presence, in order to make the reservation as flexible as possible. Loop identifies 4 types of facilities: Meeting rooms: These areas can be booked directly through Loop or automatically reserved sensor has detected any presence (if equipped) Assigned desks: These desks are assigned to a specific person whose name is indicated on the desk. These desks are not bookable. However, a third party can declare their position there (for example a day when the assigned person is absent) Reservable desks: Concerns flex-office sites. Reservable desks are marked in white on the card and contain the desk identifier (ex: 2_D_03). If desks are equipped with sensors, desk will be marked in green with a desk identifer (ex: 2_D_03). Phone boxes: Small boxes that may contains one or two peoples and cannot be reservable. Equipped with sensor, the box will appears in green. Meeting rooms An available room will be displayed in green. A reserved room will be displayed in red. Meeting room on plan available/reserved Desks For the assigned offices, if an employee is declared on the site, his name will appears continuously on the desk. He have the possibility to declare its position on the desk. It is displayed in red if it is occupied. These desks are not bookable. For all reservable desks NOT equipped with sensor, the desks are marked in white when available and displayed in red if it is occupied. For all reservable desks equipped with sensor, it is displayed in red if it is occupied. In green if this space is available. The update of the occupied/available statuses as well as the corresponding red/green color is done in real time. For an office occupied by the declaration of the presence of an employee, if the sensor has not detected a presence then it is released. When the space is physically released, the desk will turn green again after: 9 min Phone boxes Phone boxes allows users to make a phone call without disturbing your colleagues. Phone boxes are not bookable. Phone box with no sensor are displayed in purple. For a phone box, if sensor detects any presence, it will be displayed in red if it is occupied. If the sensor has not detected a presence, then it will be automatically released. When the space is physically released, the desk will turn green again after: 9 min Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
AUTOSYS AWS - PROD | PROD | PHP version upgrade was not successful due to the SESSION_SET.php file
English
ashesh.mondal@eu.corp.airliquide.com
9
NaN
Uncategorized
Published
2025-04-30 14:29:31
4
IT Knowledge
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2025-04-30 10:29:33
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GIO-CS-SD-OTHERS APPS-L2
**Issue identified and Symptoms AUTOSYS AWS - PROD | PROD | PHP version upgrade was not successful due to the SESSION_SET.php file **Configuration Item AUTOSYS AWS - PROD **Key Word or an Issue category PHP version and SESSION_SET.php file **Pre-requisites Please download the PHP version by using below link,PHP path= https://www.php.net/downloads **Resolution steps Please follow the below link to perform the version upgrade of PHP,https://docs.google.com/document/d/1dcHoqJ76xcmxSJW9zBT0AhoSgorPlm2Z-bvMxKDJNbM/edit?tab=t.0PHP path= https://www.php.net/downloads **Contributing factors and priority causePlease check the version of PHP post upgrade and try to access the pilot page and try to check the log if pilot page is not working then take required actions based on error. **Post resolution steps Please check the PHP version in AUTOSYS AWS - PROD server **Referential document(s)https://docs.google.com/document/d/1dcHoqJ76xcmxSJW9zBT0AhoSgorPlm2Z-bvMxKDJNbM/edit?tab=t.0 **Referential team(s) GIO-CS-SD-OTHER APPS- L2GIO-CS-SCHEDULING -L2 **Referential ticket(s) INC1710479 **BIS or Owner Details GIO-CS-SD-OTHER APPS- L2 **Vendor Details NA **Learnings NA
MIKADO - LI AWS V2.6 - PROD | PROD |Miakdo PROD AWS account got deleted as wrong request REQ1352976
English
ashesh.mondal@eu.corp.airliquide.com
6
NaN
Uncategorized
Published
2025-06-05 17:54:21
3
IT Knowledge
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GIO-CS-SD-OTHERS APPS-L2
**Issue identified and Symptoms MIKADO - LI AWS V2.6 - PROD | PROD |Miakdo PROD AWS account got deleted as wrong request REQ1352976 was created **Configuration Item MIKADO - LI AWS V2.6 - PROD **Key Word or an Issue category MIKADO - LI AWS V2.6 - PROD account got deleted **Pre-requisites NA **Resolution steps AWS case(174904127500607) raised by Cloud L2 Team to reinstate the accountChecked Instances as well as RDSL3 Team will check to landing operations of application **Contributing factors and priority cause Application will not be available **Post resolution steps Please check the MIKADO - LI AWS V2.6 - PROD application **Referential document(s) **Referential team(s) GIO-CS-SD-OTHER APPS- L2 **Referential ticket(s) INC1747081 **BIS or Owner Details GIO-CS-SD-OTHER APPS- L2 **Vendor Details NA
MIR INC0543302 - www.airgas.com is down externally and internally (January 27th, 2020)
English
ashutosh.tiwari@am.corp.airliquide.com
3
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:16:05
18
Major Incident Reports
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GIO - SEC - Datacenter Firewall
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2020-01-27 17:04:02
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GIO-CS-AMER-COMMAND_CENTER-L1
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report www.airgas.com is down externally and internally INC0543302 - January 27th, 2020 Timezone : EST Total outage duration : 3 Hours 2 Minutes Executive Summary The Airgas eCommerce website Airgas.com & Punchout are down. Classification : Major business application outage On Monday, January 27th, 2020 at 7:46 EST, Monitoring reported an incident, affecting the Airgas eCommerce website impacting all website users. The symptoms of the incident were that the Airgas eCommerce website Airgas.com including it’s Punchout site began displaying the maintenance page. Investigations into the root cause identified key servers supporting the Airgas eCommerce website went into a hung state due to the Network File Service becoming unresponsive, which prevented the website from fully functioning. The resolution of the incident consisted in recycling the servers supporting the website. On January 27th, 2020 at 10:48 EST, the incident was resolved, leading to a service disruption of 3 Hours 2 Minutes. A priori root cause The Publish servers lost NFS connectivity to the Admin server and were unable to produce the web pages. Major steps leading to incident resolution1 January 27th, 2020 7:46 : Rackspace monitoring notified the application team that the website displayed a maintenance page. 8:29 : The eCommerce application team notified TCS that there was an issue with the website. 10:00 : After debugging the problem, the Admin server was shut down and restarted. 10:10 : The four Publish servers were also restarted one by one. 10:15 : TCS opened a SEV1 case with RedHat to investigate the cause of the NFS service hang. RedHat Case #02569747 10:20 : TCS to investigate and follow up with RedHat on determining the root cause of the NFS service hang. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041769. ACTION PLAN Manual monitoring of the URL website was put into place. Monitoring of the NFS process was put into place utilizing the monitoring tool. Identify and address underlying true root cause for NFS hang. Version: V1.0 Date: Author(s): Ashutosh TIWARI-SC Service Manager validation2 Date: Feb 13th 2020 Approver(s): Christian MCCOMAS Service Director validation3 Date:Feb 14th 2020 Approver(s):Anthony Lopresti Hub Director validation (opt) Date:Feb 14th 202 Approver(s): Scott Cohn 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
Introduction: This KB document will help the scenarios when you are unable to close the payable period Abbreviations: AP Accounts Payable DFF Descriptive Flex Field (Custom fields to store client specific custom data) MW Middleware (NUCLEUS Team) Production URL: https://alprod.as.corp.airliquide.com/ Why we are unable to close the period: unaccounted transactionsneeds revalidationapproval pendingunreconciled or incomplete matching pending payment process request then, query for the invoice if the invoice is unaccounted and status is never validated: in such cases: we have to check the invoice should be validated and accounted: if the status is Need validation: Please verify the holds and fix If the status is never validation :Run the report: Invoice validation program If the invoice is Accounting as NO: we can RUN the CREATE ACCOUNTING program in DRAFT mode and VERIFY is there any accounting related issues. Once we get the OUTPUT: If there are any accounting error , we have to fix the error if not resolved within the timeline then we have option to sweep this unaccounted transactions to next open period If there is no error in create accounting program We can RUN the program with FINAL mode and transfer to GL and Posting to GL will be YES Pending Payment Process Request : If we have any pending action on PPR we have to complete before period close. check period close status : How to resolve : Wait for the approver to take actionIf its stuck , follow up with approver or AP team.If the approval workflow is not required , ensure the profile option AP: Use Invoice Approval Workflow is set to NO. Check if the Invoice status Validated after fixing the above common blockages. If still - Invoice keeps going on hold after fixing itInvoice validation request fails with errorWorkflow is stuck in approval status. Please raise a IT ticket with below details : Invoice NumberScreenshots of invoice and holdRequest ID of the invoice Validation program.
airliquide, ashwini, close, com, corp, english, jadhav@as, period, unable, unable to close period
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KB0027408
MIR INC0957302 - The site is down - INC1590166 | 2206Y50419 ( Doublon)- 2206Y47644 ( a suivre)[E4]
English
assala.kassimi@eu.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2022-09-05 14:16:22
14
Major Incident Reports
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2022-06-13 12:30:19
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INC0957302
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down - INC1590166 | 2206Y50419 ( Doublon)- 2206Y47644 ( a suivre)[E4] INC0957302 - June 8th, 2022 Timezone : GMT+2 Total outage duration : 5 Days 9 Hours 46 Minutes Executive Summary Classification : "Major connectivity outage" On June 8th, 2022 at 02:19 CET = local time; Monitoring reported an incident, affecting all users of LEZENNES BAT I - FR076. The symptoms of the incident were total loss of service. The a priori root cause was that the theft of copper cables at ISP level. The resolution of the incident consisted in a workaround : ISP provided a temporary 4G router. On June 13th, 2022 at 11:48 CET = local time, the incident is resolved, leading to a service disruption of 5 Days 9 Hours 28 Minutes Initial root cause Theft of cables at ISP level Action Plan Replacement of the Cable Copper Internet on FR076 by Fiber Internet. On 12/07/2022, we are still waiting for the OBS quote. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043484.
This document helps you to update Algomix V3R Internal Certificate in order for the website to be recognized as secure by the browser Application in a nutshell Algomix is a website that permits specialty gases mixture composition calculation. This solution is used worldwide by Specialty gases plants. Algomix V3R is the app version running since december 2020. Application criticity The application is a CDA2 Application website URL : https://algomix.apps.airliquide.com/ Algomix V3R is interface with different ERPs around the world. in EU Germany and France Algomix is interfaced with SAP MK3 (ALPES) Updating Algomix V3R Internal Certificate : Algomix is an Internal Website. Accessible only on AL network. Every other year the internal certificate needs to be updated. With Open ssl it is possible to create the .csr and .key (private) necessary. see the GIO tuto here Then, once you have the .csr, create the request to GIO to get the .cer (the certificate) : Renew an existing internal certificate GIO will return quickly the .cer. You then need to link the .cer to the private key you kept. Open Open ssl then use this command : pkcs12 -export -out myapp.pfx -inkey myapp .key -in myapp .cer Which returns the .pfx Go on Algomix V3R server. Copy/paste the .pfx on the desktop Open the certificate console : certlm ou via mmc In Personnal Certificates, click on "More Action" then Import. Get the .pfx from the destkop. Once it is inserted and properly tagged as ok and with the private key you need to bind it to the website. in the Properties Add a friendly name different from the previous ones to find it easily Open the IIS command center Select the default site, binding menu on the right, then select the Proper friendly name.
interface with Gideons to Algomix V3R DB unavailable since move to AWS
English
Aurelie.SICARD@eu.corp.airliquide.com
31
Aurelie SICARD
Uncategorized
Published
2025-07-28 16:53:47
5
IT Knowledge
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1
2024-07-22 10:24:39
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INC1456639
BCF-IM-SUPPORT-L3
2024-07-22 10:24:38 - Aurelie SICARD Additional comments Resolution notes:VPC peering between the two AWS accounts was missing.It has been opened now. And Job to retrieve Algomix recipes is now working again since july 19th
MIR INC0809072 - Gideons not Working-URGENT (September 16th, 2021)
English
avantika.zade@as.corp.airliquide.com
11
Navin GNANARATNAM
Uncategorized
Published
2023-02-08 15:18:06
15
Major Incident Reports
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GIO-CS-APAC-AWS Managed
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2021-09-17 8:44:52
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BAP-COE-GID-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Gideons Applications are down INC0809072- 2021-09-16 14:29:04 Timezone : SGT Total outage duration : 3 h 00 min Executive Summary Classification : Major business apps outage On September 16th, 2021 at 14:29 PM SGT Initially User Pankaj from India reported an incident of not being able to access GIDEONS WEB , affecting Indian users. After some time other countries Other countries like Singapore, Thailand, Philippines, Indonesia, Vietnam and Malaysia also reported the same issue. The ISS Worker process got crashed, due to this applications running on that worker process were stopped. On September 16th, 2021 at 15:20 PM SGT after restarting the AS-GIDPA-SEA application Server issue was resolved. Major steps leading to incident resolution1 Sep 16th, 2021 13:00 : User from Singapore (Jennifer) raised P2 incident INC0809021 to report WIP failed to access 13:15 : COE team acknowledged the ticket INC0809021 and started the analysis 13:30 : COE team first restarted the application pool of WIP Service but issue was not resolved 14:29 : User from India (Pankaj) raised P1 incident INC0809072 to report ALINDIA was not able to access GIDEONS WEB. 14:35 : Other countries like Singapore, Thailand, Philippines, Indonesia, Vietnam and Malaysia started reporting the same issue. 14:50 : COE team checked and found other countries' applications on the AS-GIDPA-SEA server were not working. 15:10 : COE team then recycled the app pool of respective countries still issue was not resolved 15:20 : We connected with the Bis-Apac team and they reset the ISS, still the issue was not resolved, then they restarted the server. 15:45: COE team checked impacted countries application was started running Initial root cause The IIS Worker process crashed, due to applications running on that worker process being stopped. There is no error message in the Event Viewer, IIS logs, application logs and db logs. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042786.
Quest DT data does not appear in consolidation screen
English
ay.shah@as.corp.airliquide.com
18
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-29 18:12:25
6
GIO Service Desk
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BAP - HUB - BLAC/OBC
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26
2025-07-18 10:17:11
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BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: DT data is missing, or DT data failed to consolidate. Nippo number does not appear. POSSIBLE CAUSES: Data might be corrupted or some issue during consolidation process or data is missing. BEFORE YOU START: Make sure that Data Importer and Lmwin32 is running on user PC. STEPS: LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / defect Resolution Notes: Service Desk will make sure that LMwin32 is running on users PC TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: If user ask how to take screenshot or how to save screenshot. STEPS: 1. Press ctrl + alt + del key on keyboard, click and drag to capture. 2. Notification will show on right bottom, click on the notification pop up. * If the notification disappeared before you click on it, you may click on the bell icon and you shall see the screenshot taken. 3. Click on save icon to save the screenshot. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Guide user how to save or take screenshot. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Better collaboration in Google Chat with smart chips
English
ay.shah@as.corp.airliquide.com
11
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:16:09
9
myITcorner
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2024-09-17 10:04:07
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GIO-EUS-GOPS-DWP-L2
Smart chips in Google Chat on web. When composing a message in Chat, typing “@” will now display a list of suggestions for files to include as smart chips. You can search files by typing the name of the file, and the results will be based on files you’ve used most recently. Once a file is selected, you can insert it directly into your message. ?? Many people take a number of collaborative actions in Chat so they can get work done faster. For example, you may share project files in a direct message or space to gather quick feedback from stakeholders. This feature reduces friction for senders by eliminating the need to separately find files within Drive and then copy/paste them into a Chat message. An in-line preview of the file chip will be shown while composing the message, similar to when pasting the URL of the file into Chat. This can be removed by clicking on the dismiss button before sending the message or at any point when editing the message. How to use it? In Google Chat on web, type “@” followed by a file name to search for a file and insert it directly into a message. ??Mobile users can receive and click on smart chips, but cannot insert them on the Chat mobile app at this time.
Marimba - Active directory application issue - RSAT tools not working (WIP)
English
ay.shah@as.corp.airliquide.com
110
Xinying CHENG-SC
Uncategorized
Published
2025-07-18 6:29:36
5
GIO Service Desk
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GIO - EUS - UWP - Windows OS
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2025-07-18 6:28:07
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GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Service desk is unable to access Active Directory (RSAT Tools) after upgrading to Windows 11 using AL laptop. POSSIBLE CAUSES: RSAT tools not working due to OS update. STEPS: Go to marimba online- https://marimba-ops.eu.corp.airliquide.com:8888/mim/remoteadmin/tuneradmin/index.do Access the users PC inside marimba look for the below packages Right click on the package and choose REPAIR.Run the softwareupdatetoolRestart your laptop and you should be able to access Active Directory again. Reminder: You can troubleshoot the same if user will report that they cannot access any software/application after updating it to Windows 11 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution notes: Service desk will repair the application via marimba online console TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
11, active, active directory, ad, airliquide, application, ay, cheng-sc, com, corp, directory, english, marimba, not, os, os update, rsat, shah@as, software, tools, update, windows, windows 11, wip, working, xinying
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KB0039187
SNOW - Purchase Order not interface to EPIC
English
ay.shah@as.corp.airliquide.com
208
J'Rose MATUTINA-SC
Uncategorized
Published
2025-08-18 8:38:10
5
GIO Service Desk
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BAP - HUB - APAC Servicenow
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231
2025-08-18 8:35:40
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GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User unable to view purchase order (PO) in EPICInterface issue with purchase order (PO) in SNOW and EPICPO is showing as invalid in SNOW but not in EPIC (and vise versa) POSSIBLE CAUSES: The interface may have not been processed accordingly. BEFORE YOU START: Make sure that user provided the Purchase Order (PO) Get purchase order status and availability. STEPS: Raise incident ticket and assign to the support teamAttach screenshot of the error message LOGGING CATEGORISATION: Business service: BAP - HUB - APAC Servicenow Configuration item: FSSC ServiceNow - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident TEAM: L1.5 Apps
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: For non-returning visitors and occasional guests, a public Wi-Fi network AirLiquide-Public will become available from 18th January. This new public Wi-Fi network doesnt require approval and lasts only 24h. Visitors can access directly to AirLiquide-Public from their network settings. STEPS: The Wi-Fi network (SSID) AirLiquide-Public provides internet connectivity for a short usage to non-secure devices (eg. customer for retail sites, visitors, ...). No access to the Air Liquide intranet application is allowed with this network and bandwidth will be limited. Connection to AirLiquide-Public The user selects on his device the AirLiquide-Public network The user opens a web browser (Chrome, Safari, Microsoft Edge, ). He is redirected to the Wi-Fi Welcome page. Click on the Accept button. The connection is automatically done. Note A new connection process must be performed every 24h.Chromebook and Mac owners can use the AirLiquide-Public network to update passwords and set up corporate Wi-Fi configuration and enrollment. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Network Subcategory: No Internet / Intranet Access CI: GIO_NET_WIFI_CORE - PROD Resolution Notes: User was instructed on how to connect to Airliquide-Public network TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AME ENTITY:BIS AMER SYMPTOMS: Access RequestBT Conferencing Issues BEFORE YOU START: BT Conference Account is created upon request from an Air Liquide employee who needs to have a mean of communication with a group or audience through conference call. Having a BT Conference account, the end user may conduct training or do group discussions in an easier way. BT Conference Account is created upon request from an Air Liquide employee who needs to have a means of communication with a group of audience through conference call. Having a BT Conference account, the end user may conduct training or do group discussions in an easier way. BT Conferencing Issues: Refer user to BT Support BT MeetMe Global Access: You can find more information i.e. user guides, frequently asked questions at https://www.btconferencing.com/airliquide For Access Management see KB0018628 BT Conferencing - Access Management (AME) STEPS: Login to http://www.btconferencing.com/al/account/ (refer to the Handy Guide). For US users: Advise users to complete the form in My IT Corner. (Pending path or link) For Canadian users: The Service Desk should send the BT Conferencing Template to Canada users. The template is required before we can proceed with the account creation. This can be filled up by a requester for himself or on behalf of another Air Liquide employee. To download the form, Click HERETake note that the user's cost center and GL location are the sameManager approval is not necessaryThe created ticket in SNOW will remain in Pending under Awaiting Customer until the template has been filled up and sent back to the service desk.Once the service desk received the completed template, continue processing the ticket. Contact information can be shared with the end user Air Liquide Account Manager for BT Conferencing BT Support 866-766-8777 (USA) reservations@btci.com LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: GIO - EUS - DWP - LEGACY-Webex Configuration item: Cisco_webex-softphone - PROD Category: Application Subcategory: Availability and performance issue Assignment group (if not L1): Air Liquide Account Manager for BT Conferencing BT Support 866-766-8777 (USA) reservations@btci.com TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
account, air, airliquide, ame, ame bt conferencing account air liquide account mangement for bt conferencing support meetme, application, ay, bt, com, concerns, conferencing, corp, english, gaite, liquide, mangement, martin, meetme, shah@as, software, support
NaN
KB0051909
Gideons - Request to reverse Purchase Sub Transactions (Delivery Order)
English
ay.shah@as.corp.airliquide.com
15
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-30 5:54:20
7
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
10
2025-07-15 4:13:25
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION:BIS APAC ENTITY:APAC SYMPTOMS: Request to reverse Purchase Sub Transactions (Delivery Order) Change purchase sub transaction status from confirmed to committed STEPS: Get all the necessary details (Screenshot, PO#, DO#) Assign ticket to L1.5 LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: AVAILABILITY Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:AMEI - SAUDI ARABIA ENTITY:SA-VITALAIRE SYMPTOMS: User needs to install SX (salesforce) application BEFORE YOU START: This is only applicable to SA-VITALAIRE entity for CX-Platform (SALESFORCE) FR VITALAIRE: KB0023254 - CX-Platform (SALESFORCE) - Access / Installation / any functional issue (HOMECARE FRANCE) for CX-Platform (SALESFORCE) EU VITALAIRE: KB0038893 - CX-Platform (SALESFORCE) - Access/Installation/any functional issue (VITALAIRE - EU except FRANCE) for Salesforce EU: KB0011505 - Salesforce - SSO, key users, resolver groups, categorisations (EU) STEPS: Launch https://airliquidehhc-emea.lightning.force.com on user's PC. If there is a problem, assign the ticket to to HCDIT - CX - L2 LOGGING CATEGORISATION: Business service: HCDIT - Salesforce Configuration item: CX-Platform - PROD Category: Application Subcategory: Installation / deployment Assignment group (if not L1): HCDIT - CX - L2
access, airliquide, amei, arabia, ay, brice, com, corp, cx-platform, english, homecare, install, installation, ratajczak, sa, sa vitalaire, sa-vitalaire, salesforce, saudi, saudi arabia, shah@as, sx, vitalaire
NaN
KB0034505
OBC Tablet Cases regarding Tablet pin code
English
ay.shah@as.corp.airliquide.com
49
Muhammad Faiz BIN AZIZOL-SC
Uncategorized
Published
2025-07-29 18:11:15
7
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
14
2025-07-18 5:59:55
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: 1) - User dont know/forgot tablet pin code (2) - Reset pin code required (3) - A PIN code change request screen is displayed (4) - I want to know the PIN code management rules BEFORE YOU START: Service Desk need to have Workspace account to handle cases regarding tablet pin code. Please ask anyone around in case you dont have Workspace account STEPS: WS1(Workspace)??????????? WS1??????????PIN???????????????????PIN???????????????????????????????????????? Symptom (1) and (2) above can be solved by resetting the password through Workspace ????????? １．?????????????????????? ２．WS1??????????Devices>List View???????? ３．MORE ACTIONS????Change Device Passcode???????? ４．?????????????? ５．??????????????????????? ?????????????????????? ????????PIN????????????????????? （?????????????????PIN?????????????） ????????????????PIN????????? ???????????? ?? ＞ ?????? ??PIN???????? ??????PIN??????????（WS1??????????????????） (Notes: The previous tablet passcode is now changed to password. Password consist more than just digits.User can change back to passcode follow below ) Change tablet password after password reset through workspace OR change password login to pin login: １．????????????????????????? ?PIN?????????????????????? ２．??????????? ３．??????????????? ４．?????????????? ５．?PIN???????? ６．????????????????Enter（?）??????? ７．???PIN??????????????????6??????????10??????????PIN????????????????? ８．７?????PIN????????????????????? For symptom (3) A PIN code change request screen is displayed , Let users change it themselves. Note that once the 180-day deadline is reached, it will be reset and OBC will no longer be usable. So be careful. Steps: １．?OK???????? ２．????????Skip? ?PIN????????????????PIN???????? ３．?PIN???????? ４．???PIN??????????????????6???????? ??10?????PIN?????????? ５．４?????PIN????????????????????? ６．????????????? ??????????????????？??????????????????????????????????????? ???????? For symptoms (4) I want to know the PIN code management rules you can refer information below: Reference: https://docs.google.com/presentation/d/1I2CiNFaHRO5rqbJ3Use_7fxx0_GlGP1nNDJofOfHPg0/edit#slide=id.g167c1ddeea2_1_58 LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Applications Subcategory: Account and password Resolution Notes: Service desk will advise the user regarding pin code TICKET TYPE: Incident ARTICLE TYPE:
COUNTRY/REGION: Global ENTITY: ALL SYMPTOMS: Time displayed on Chromebox for meeting is incorrect STEPS: Please log an incident ticket and send it to GIO-EUS-GOPS-CWS-HFM-L3 including the CFM serial number, hostname and desired Time Zone. LOGGING CATEGORISATION: Business service: GIO - EUS - CWS - HardwareforMeeting Configuration item: Google Resources / Google Hangout /Google Suite Category: Devices Subcategory: Operating system Assignment group (if not L1): GIO-EUS-GOPS-CWS-HFM-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
airliquide, ay, chhromebox, chhromebox time incorrect, chromebox, chromebox time, com, corp, cromebox, cromebox for meeting, english, harold, incorrect, meeting, ousset, shah@as, time
NaN
KB0048380
CANON Uniflow Printer- How to scan documents
English
ay.shah@as.corp.airliquide.com
72
J'Rose MATUTINA-SC
Printing / Devices
Published
2025-07-30 11:49:45
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
20
2025-07-18 6:57:46
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Users need assistance on how to scan documents BEFORE YOU START: Verify the icon uniFLow Smart Client: Connected! is visible in the Windows system tray.Verify the printer is also mapped and set as default. STEPS: On a shared printer, scan your badge.Select Scan and SendSelect the specific destination(s) you are trying to send and select StartAfter the print job is complete, press Log Out to exit LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Canon UniflowModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user or in case reassignment is needed: Business service: GIO - EUS - MPS Configuration item: Hostname of user's PC or Printer model Category: Devices Subcategory: Printers
airliquide, ay, canon, com, corp, documents, english, global, how, how to, matutina-sc, printer, printer-, rose, scan, shah@as, uniflow
NaN
KB0044797
MMS - misrouted cattask
English
ay.shah@as.corp.airliquide.com
75
Laurence AZERRAD
Uncategorized
Published
2025-07-30 12:29:02
6
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
17
2025-07-18 7:02:46
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User reports a misrouted CATTASK in Service Now (SNOW, manage my service) STEPS: Whether you know or you do not know where the task should be assigned: 1 - Create an Adhoc request. 2 - Assign it the adhoc to GIO-ITSM DXC Third Party Maintenance including the catalog task reference and explaining the expected reassignment and the reason for it. LOGGING CATEGORISATION: Business service:GIO - PCI - ITSMaaS Category: Application Subcategory: Functional /technical issue Assignment group: GIO-ITSM DXC Third Party Maintenance Team TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
airliquide, attachment, ay, azerrad, bug, cattask, com, corp, defect, english, ess, functional, functional issue, laurence, manage, manage my service, managemyservice, misrouted, mms, my, not, not working, now, service, service now, shah@as, snow, ticket, working
NaN
KB0012202
BTS Yourway - How to use the application
English
ay.shah@as.corp.airliquide.com
449
Alexandre BONNAIRE
Uncategorized
Published
2025-07-31 15:50:00
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Yourway
NaN
NaN
NaN
352
2025-07-18 12:17:41
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: If the action the user is attempting is allowed, then YourWay will automatically grant the needed privileges. In some cases the action will require the user to enter a justification that will be recorded. BEFORE YOU START: YourWay is a solution that allows the user to perform actions on their PC or Mac workstation without contacting the Service Desk, such as: Installing applications that are not available in the MyITCorner application catalogChanging certain system and control panel settingsRunning applications that need higher privileges Installing Yourway grants default access to the user to install and run applications that have been pre-approved (standard applications). If they also need to manage system and control panel settings or install other software, guide the user to Submit a request to whitelist your application or settingRequest a higher access role in CARM This summary of the offered access roles shows what kinds of tasks you can do with YourWay: A more detailed list of privileges can be viewed at this link - YourWay User Access Role chart. Please note that generic accounts (GA) cannot have administrator rights, not even with YourWay. NOTE: Privileges access or higher is not available for BIS EU users in YOURWAY. If this access role is required user needs to get approval from ISO (LINK) and create an adhoc with the approval attached to it to CARM team. STEPS: Occasionally, YourWay may not automatically recognize that an application needs administrative privileges. The user can force YourWay to start the application by right clicking on its icon and selecting Run with YourWay. Note that this option will not appear if the action is not allowed. Some actions have special icons that can be found in the YourWay Control Panel. The YourWay Control Panel is located on the desktop, but can also be opened (or re-added to the desktop) from the CyberArk EPM Agent task tray menu. Note: Which icons are available will depend on the YourWay access role the user has. If an action seems to be not allowed, user may get the normal request for an administrator password. If this happens, first check that the action does not have a special icon in the YourWay Control Panel. If the user is still unable to perform an action with administrative privileges, user has to either Submit a request to whitelist your application or setting , or Review the YourWay User Access Role chart to see if you need a higher access role. Request a higher access role in CARMIn order to reduce little bit the request of Higher Privileges please check with user the purpose of Yourway usage and use the link in My IT Corner"YourWay - Add new application to allowlist for user installation/execution" UPDATING YOURWAY POLICIES TO FIX SOME ISSUES Some issues can be fixed by updating YourWay policies. This should be done first before submitting a support request. Find the YourWay / CyberArk EPM Agent icon in the task trayRight-click on the icon and select Request SettingsClick Yes to update all policiesThe update will typically complete within 10 seconds, and your desktop icons may flash once USER GUIDE: https://airliquide.service-now.com/kb_view.do?sysparm_article=KB0014636 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Yourway Configuration item: YourWay - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will guide the user on how to use the yourway app TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Gideons - Prior to executing Month-end, execute the sideline view to find the sideline reason
English
ay.shah@as.corp.airliquide.com
18
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:06
7
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
2
2025-07-18 6:41:09
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Prior to executing Month-end, execute the sideline view to find the sideline reason. STEPS: 1. Run the view to check the delivery order that being sidelined. SELECT * FROM Gvw_Rpt_Order_SidelineOrder 2. Check the Sideline Reason 3. Execute the SP and identify what is the point that make the DO as sideline Gsp_Orders_SideLine_DO Eg: Account Number mismatch as the sideline reason: -- finding out what is wrong and what is not matching (Account Number) SELECT * FROM DO_HEADER WHERE DOC_NO = 'AD4505' SELECT DATA.CUST_NO,DOH.CUST_NO,DATA.DOC_NO,DOH.DOC_NO,DATA.ACCOUNT_NO,DOH.ACCOUNT_NO FROM DO_HEADER AS DATA JOIN DO_HEADER AS DOH ON DATA.CUST_NO = DOH.CUST_NO AND DATA.DOC_NO <> DOH.DOC_NO AND DATA.ACCOUNT_NO <> DOH.ACCOUNT_NO WHERE DATA.DOC_NO = 'AD4505' --(ACCOUNT_NO and DOC_NO not matching with doc AD4505) ------------------------------------------------------------------------------------------------------- SELECT * FROM dbo.PARENT_CUSTOMER WHERE CUST_NO = 'AAA108' -- Check the account number is correct for this customer ------------------------------------------------------------------------------------------------------- SELECT MONTH_REF,RECORD_STAT,ACCOUNT_NO,CUST_NO,WORKSTATION,* FROM dbo.DO_HEADER_AUDIT WHERE DOC_NO='AC2959' ORDER BY ID DESC -- find out the account name changes in each and every DO ------------------------------------------------------------------------------------------------------- SELECT ACCOUNT_NO,* FROM dbo.DO_HEADER WHERE DOC_NO='AC2959' -- Check on DO_HEADER table for verification -------------------------------------------------------------------------------------------------------- SELECT MONTH_REF,ACCOUNT_NO,CUST_NO,WORKSTATION,* FROM dbo.DO_HEADER_HISTORY WHERE DOC_NO = 'AC2959' -- Check on DO_HEADER_HISTORY table for verification ---------------------------------------------------------------- SELECT * FROM dbo.INVOICE_HEAD WHERE DOC_NO = 'AC2959' -- Check on INVOICE_HEAD table for verification LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Gideons - Checklist not shown in work order in CIS
English
ay.shah@as.corp.airliquide.com
15
NaN
Uncategorized
Published
2025-05-28 6:37:57
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - CIS
NaN
NaN
NaN
8
2025-05-28 5:07:47
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:GLOBAL ENTITY:APAC SYMPTOMS: The checklist not shown in work order STEPS: Follow the steps below to check why checklist not shown in work order in CIS: 1. Launch CIS (Customer Installation System) web application. 2. Select the Language. 3. Select the Country. 4. Click Sign in with Multipass button. 5. The home screen appears. 6. Click Dashboard from the menu. 7. Click Check List and then Checklist Template. 8. Click Task tab Important: Note down the Tasks in the checklist. 9. Click Preventive Maintenance. 10. Click icon for the same Name where the checklist task is noted. 11. Click Task List tab. 12. The same Task will be added in this PM list. Note: The checklist attaches automatically after generating WO. Important: Task assignment must do before generating WO. LOGGING CATEGORISATION: Business service: BAP - HUB - CIS Configuration item: CIS & CIS Mobile APAC - PROD Category: Application Subcategory: Bug /Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, ay, checklist, checklist not shown, cis, com, corp, english, gideons, not, order, shah@as, shown, work
NaN
KB0053097
Google Kite Group Unable Receive Email from External Party
English
ay.shah@as.corp.airliquide.com
265
Ay SHAH-SC
Uncategorized
Published
2025-09-26 11:26:30
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
68
2025-09-26 11:26:01
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: Google Group / Google Kite Group unable to receive email from external party. Ticket reference: INC1506791 POSSIBLE CAUSES: The setting of the Google Kite Group, "who can post" is set in "entire organization"; to receive messages from external users this setting must be set in "external". Only the Manager of the Google Group who have access to modify the setting. BEFORE YOU START: Kindly go to https://groups.google.com/my-groups?pli=1 to find who is the Manager of the Google Kite Group STEPS: Advice user to contact the Manager of the Google Group to change the settings accordingly. Further instructions could be found from https://support.google.com/groups/answer/2464975? LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Technical / Functional issue Assignment group (if not L1): L1 Resolution Notes: Advice user to contact the Manager of the Google Group to change the settings TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, ay, com, corp, email, english, external, external email, external sender, google, google group unable receive email from external party, google group unable receive email from external sender, google kite group unable receive email from external party, google kite group unable receive email from external sender, group, guest, kite, party, receive, receive email from external sender, sender, shah-sc, shah@as, unable, unable receive external email
NaN
KB0022174
Docusign - Access or Issues
English
ay.shah@as.corp.airliquide.com
276
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-17 4:29:40
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
37
2025-09-17 4:29:22
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is calling and inquiring information about how to have access or having issues with DocuSign. STEPS: Docusign is a software for managing electronic signatures. This application is not supported by GIO, and the service is currently unavailable in the APAC region. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related lineExplanation: This application is not supported by GIO, and the service is currently unavailable in the APAC region In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname / Docusign Workflow - PROD Category: Application Subcategory: Support / Assistance Resolution notes: This application is not supported by GIO, and the service is currently unavailable in the APAC region TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
GIDEONS - LTCBS - Tier 1 and Tier 2 amount is different with the excel file when upload
English
ay.shah@as.corp.airliquide.com
23
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-13 5:14:25
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
11
2025-08-13 5:14:16
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: There are differences in value uploaded due to decimal value. In user's excel file is up to 9 decimal values but in system only up to 8 decimal values. POSSIBLE CAUSES: User has uploaded the file but the decimal values for all these columns consumption, range1volume, range2volume, range3volume and range4volume are having different decimal values. STEPS: 1) Check the reading uploaded by using this script SELECT * FROM SCADA_READINGS WHERE CONT_NO = '100368' AND PROD_NO = '0320S0' AND READING_DATE BETWEEN '2022-04-01 00:00:00.000' AND '2022-04-30 23:59:59.999' 2) Check the excel file which user used to upload. Ensure that actual consumption, range1volume, range2volume, range3volume and range4volume columns should have same decimal places. 3) Check the excel file decimal places of the readings before uploading the file again to Gideons Web. All readings decimal places should be the same value, otherwise it will mismatch. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: New or Update Line Manager and Approval limit In EPIC, most APAC countries' approval chains are designed based on Management hierarchy. Usually the line manager in EPIC assigned is the direct manager for the User, but it could be someone else with delegate approval.(Except: Singapore and Malaysia) Otherwise, Ultimate Approver Group will always be triggered when there is a missing / broken element in the Approval Chain. (This is required as a default setting in Coupa). STEPS: How To update Line Manager and Approval Limit in EPIC: 1. Check User current line manager. To cross check with the organization chart in Google Contact and CARM if the requested manager is the same in the system as requested by the user. Note: Line management hierarchy will have an approval limit - To be determined by DOA (if unsure, it is mandatory to check with Local OPS / Finance Controller). 2. From the EPIC Homepage. Navigate to Setup > Users. Search for the user. Can search by Full Name, Email, etc. Under Column Action> Click Edit Pencil Button. 3. Update Approver Under User Approval Settings> Update the Next approver box. Set the line manager in EPIC based on the Supervisor field indicated in the ticket. 4. Update Approval Limits Set the amount and currency under the Requisition & Invoice part only. 5. Lastly, please include ticket details in the User Change History Comments. Sample: CATXXXXX - Next approver updated from Jatuporn Vinaikosol to Sirinat Suwanachot - Julia - 23/09/2024 Important Note for EPIC users: Above is example of ticket creation to update EPIC approver, kindly ensure: - Amount Limit: input 0. (unless have DOA approval for verification purpose) - Supervisor Name: your Epic Approver - Next Approver must be an active user in EPIC. - EPIC accounts can be applied by those inside APAC - via CARM. It needs to be made by the personnel themself. - Instruction can be found via this link: https://docs.google.com/document/d/1xXQZfWyn9Oei-MRUQNYnUkhXAivQ36EHgOg40gL2ykE/edit?usp=sharing - If the user is outside APAC, then we will need to create a ticket (Include the users' full email address) to manually create the user in EPIC (APAC). Ticket> LINK. END LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Assisted user with GTS account creation request [request number] on My IT Corner In case of any issue after the request has been completed, please change the BS to BAP-HUB-EPIC and assign to L1.5 TICKET TYPE: Request INC ARTICLE TYPE: FCR TEAM: L1, L1.5
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User unable to access https://salesapp.apps.airliquide.com/#/login due to error "Sign in failed" POSSIBLE CAUSES: User account has been disabled in the system BEFORE YOU START: Check with user if user is trying to access for the first time STEPS: Collect all the necessary informations: user name, whether or not this is the first time user try to log in, error screenshot Create INC and assign the ticket to BCF-IM-SUPPORT-L3 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BCF - IM - App Selectors Configuration item: SALESAPP - PROD Situation: Authorization Assignment group (if not L1): BCF-IM-SUPPORT-L3 TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: BCF-IM-SUPPORT-L3
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: User calls because he does not find one or more documents in Shared Drive POSSIBLE CAUSES: The document or file has been deleted by mistake. BEFORE YOU START: Always double check with the user for the name of the folder or file, date of missing and that is lost in Shared Drive STEPS: User can request the restoration of files deleted from Shared Drive on MyIT Corner myITCorner > Applications > Google Workplace > Google Drive > Restore Shared Drive deleted documents Link: Restore my deleted documents LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - My It Corner - Request Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Situation: Assistance using MyITcorner portal [Incident] Resolution Notes: SD guide user to raise the request on MyIT Corner accordingly TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GERMANY ENTITY:DE-VITALAIRE SYMPTOMS: DE-VITALAIRE user is unable to set up Windows Hello PIN (8 digital PIN). BEFORE YOU START: Please follow KB0035056. STEPS: Create an incident, and assign it to GIO-EUS-SD-EUROPE-L1.5 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Sub category: Support / Assistance Assignment group(if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:AUSTRALIA ENTITY:BIS APAC _ SYMPTOMS: The user's desk/physical phone is experiencing the following issues: User unable to make phone call Sim card is not working Plan need to be upgraded STEPS: - Create ticket Assign to relevant onsite LOGGING CATEGORISATION: Business service: BAP - HUB - Telephony Configuration item: Serial Number (if applicable) Category: Devices Subcategory: Choose relevant sub-category Assignment group (if not L1): onsite OSS team ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User approach service desk regarding bug/defect or issue on NWA application BEFORE YOU START: SD do not provide any support for non-standard software. Please make sure you have check if user granted with permission or existing approval to install/ re-install. With request ticket number provided from user. For Standard & Non-Standard Software List, kindly refer to KB0019048. STEPS: Informed user to approach vendor for support as first point of contact. If Admin access is needed to troubleshot, user can contact back service desk. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Bug/defect Resolution Notes: SD advice user contact application's vendor for support as first point of contact. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User is having an issue with Self BI, BI for Operations or Corporate Report/Data Model BEFORE YOU START: Please make sure to include the below details before assigning the ticket: Which report or data model is the issue about? - Please ask the user to provide the name of the Power BI App/Dashboard/Report they are trying to access.If the Power BI App name provided by the user has 6*** as the starting 4 digits in it then it should be assigned to BAP-COE-BI-L2 team. If not, please assign the ticket to GDO-BI-SUPPORT-L3 team.If the user does not know the Power BI App name they are trying to access then have them share the report name or any other references(e.g. a screenshot if they have it). Then assign this ticket to BAP-COE-BI-L2 team.With this information, please make sure that end users have attached relevant screenshots to the ticket. For FAST issues, please get the URL from the user and assign to GDO-BI-SUPPORT-L3. Kindly make sure that Business Service is updated to GDO-BI-BI CorporateKindly be advised that OFR/IFR Report is also supported by BAP-COE-BI-L2 teamIssue related to report 6012 ARS BI is supported by BAP-COE-BI-L2 team STEPS: Please choose the below business service based on the users reported issue. Note: If user mentioned that it is for APAC GDO - please choose BAP-HUB-BI as business service. Only for Central GDO we must choose the GDO Business Services Additional Information: If user need assistance with Power BI Installation, follow KB KB0013694. If request is already completed but facing an issue and need to reinstall, remote into users machine and install from the internet. How to install it? > Go to https://www.microsoft.com/en-us/download/details.aspx?id=58494 >Click on Download >Choose the version based on what the user require. > Click to complete the download >Click the set.up exe, run as admin and enter your ADM credentials If user is getting HTTP Error 500, please follow the below steps to resolve it >Remote in to users PC >Open the BI that users is accessing >Open Chrome Developer tools via F12 >Click Application >Delete all and local storage , including cookies >Then refresh, user should be able to access without any issues Reminder: For tickets that needs to be assign to BAP-COE-BI-L2, please make sure to include workspace name/reportname on the work notes LOGGING CATEGORISATION: Business service: BAP - HUB - BI Configuration item: APAC Sales BI - PROD / SHIFT - APAC Financial Reporting - PROD Category: Application Subcategory: Follow relevant Subcategory Assignment group (if not L1): BAP-COE-BI-L2 for India (IN-HOLDINGPTV) please assign to BAP-ALIN-APP-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, application, ay, bi, bi corporate, bi for operations, com, corp, corporate, english, issues, matutina-sc, operations, power, power bi, power bi application, powerbi, powerbi application, rose, self, self bi, shah@as, software
NaN
KB0050570
CUP 11 - MS Photo App not working after Windows 11 upgrade
English
ay.shah@as.corp.airliquide.com
1008
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:35:33
7
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
275
2025-04-18 4:56:00
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Since June 11th people may experience that the Windows Photo APP is not starting at all. When trying to open image files, error message appears: POSSIBLE CAUSES: MS Photo Version 2024 has been automatically pushed. (See in Control Panel > Add or Remove Program > Search for Photo > Click on Advanced Settings) STEPS: Workaround 1 - Microsoft Store installation: The application has been allowed on Airliquide PC's to be installed using Microsoft Store. Download application from https://apps.microsoft.com/detail/9wzdncrfjbh4?ocid=pdpshare&hl=en-us&gl=USInstall application (no ADMIN Credential required) and set it as default usage for image files Workaround 2 - Marimba installation:Deploy the following package g_01592_microsoft_windows-photos-2024.11030.22001.0_ml_48 to the users PC via BBCA or Wx_64bit_MS_Windows_Photo_App_2024.11030.22001.0 via Marimba Tool. Workaround 3 - Manual installation (L1.5): To get MS Photo app working again is to remove and reinstall MS Photo app as described in KB0024523. Alternatively users may use MS paint to open a picture. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Application Subcategory: Functional /technical issue Assignment group: L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
11, after, airliquide, app, ay, com, corp, cup, cup 11, english, gerhards, image, jpg, maik, ms, ms photo, not, not opening, opening, photo, shah@as, software, upgrade, windows, windows 11, working
NaN
KB0052210
Google Chat: How to Install the Google Chat standalone app?
English
ay.shah@as.corp.airliquide.com
40
Miranti NINGRUM-SC
Uncategorized
Published
2025-07-30 6:11:05
7
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
9
2025-07-18 6:46:14
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user would like to have a standalone Google Chat app. STEPS: 1. Sign in to chat.google.com. 2. At the top right of Google Chrome, in the URL bar, click Install OR click More Install Google Chat. 3. Continue to Install. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Google - assistance Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Installation / deployment Resolution: Assisted the user in installing Google Chat standalone app. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, app, ay, chat, com, corp, english, gchat, gmail, google, google chat, hangouts, how, how to, install, kite, miranti, ningrum-sc, shah@as, software, standalone
NaN
KB0018620
MIR INC0626879 - Ialadin - 3 Austria sites confirmed to not have Ialadin access. (all users) (Sept
English
Ayan.DUTTA@eu.corp.airliquide.com
0
Jean LEROY
Uncategorized
Published
2021-08-24 11:44:21
10
Major Incident Reports
NaN
#########
NaN
GIO - EUS - EUROPE SERVICEDESK
NaN
NaN
NaN
0
2020-09-09 8:27:10
#########
NaN
GIO-CS-SD-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Ialadin - 3 Austria sites confirmed to not have Ialadin access. (all users) INC0626879 - September 9th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 41 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
-0bmybxydx-me, 1oobnv5b, access, airliquide, all, austria, ayan, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1oobnv5b_-0bmybxydx-me_gqr126u97pwwkfxoipwto/edit#heading=h.gjdgxs, com, confirmed, corp, docs, document, dutta@eu, edit, english, europe, gjdgxs, google, gqr126u97pwwkfxoipwto, have, heading, https, ialadin, inc0626879, jean, leroy, link, mir, not, sept, sites, users
NaN
KB0032095
MIR INC0927007 - Major outage in Italy | 2204L38185 (April 19th, 2022)
English
ayoub.iddir@am.corp.airliquide.com
3
Tim GIDDEY-SC
Uncategorized
Published
2022-09-26 17:53:56
20
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2022-04-19 20:47:36
#########
INC0927007
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major outage in Italy | 2204L38185 INC0927007 - April 19th, 2022 Timezone : GMT+1 Total outage duration : 3 Hours 24 Minutes Executive Summary Classification : "Major connectivity outage" On April 19th, 2022 at 14:37 GMT+1 Monitoring reported an incident, affecting 13 sites in Italy (2 sites managed by OBS : IT044 & IT046 - 11 sites managed locally and therefore out of GIO's scope). The symptoms of the incident were a total loss of service for the impacted sites for communication between Italy and France. All other communications from Italy were not impacted. The a priori root cause was a connectivity issue on a local italian ISP between Italy and France. The resolution of the incident consisted to escalate the ISP for resolution. On April 19th, 2022 at 18:01 GMT+1, the incident is resolved, leading to a service disruption of 3 Hours 24 Minutes Root Cause A routing issue on a local Italian ISP backbone. Action Plan N/A External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043317.
19th, 2022, 2204l38185, airliquide, april, ayoub, com, corp, english, giddey-sc, iddir@am, inc0927007, italy, major, mir, outage, tim
NaN
KB0043295
Daemon Troubleshooting
English
azzahra.kamaruzzaman@as.corp.airliquide.
121
Azzahra KAMARUZZAMAN
Uncategorized
Published
2025-07-28 19:20:07
10
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
12
2024-03-22 7:57:37
#########
NaN
ALZ-AME-GCS-Production Assets-L2
Daemon Troubleshooting Last Update: 22/03/2024 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. INTRODUCTION: DAEMON : DCS Alarm & Event Management for Operation Normalization Exposition of alarms and events present in the system, calculation of useful KPIs and easy generation of monthly reporting KPIs calculations based on the data, easy generation of monthly reports Different kind of alarms : Process alarms, System alarms, DCS actions / Operations records Acquisition node server : Opc EasyArchiver server DAEMON PORTALS: Daemon EU portal: https://scadaportal.eu.corp.airliquide.com/daemon/ Daemon APAC portal:https://scadaportal-asia.as.corp.airliquide.com/daemon/SIOC%20KL%20%28AU%29 Daemon AMER portal:https://am-s-thub-web1.am.corp.airliquide.com/daemon/ SYMPTOM 1: Customers raise enquiry on faulty DCS connection with incident or adhoc tickets Notified by emails on faulty DCS connection from daemon_SITE@airliquide.com STEPS: *Right click on the DACQ server, switch user to .\scada_app 1.Confirm the issue is raised on the OPC A&E client 2. Restart Integration Object OPC EasyArchiver's service on the DACQ server 3. Perform the following tests : Check data storage status on the platform: date is refreshing or not Ping the server and test port 135 : If failed, reach out to the end-users 4. If the issue is still occurring, request an OPC server restart SYMPTOM 2: Notified by emails on SQL DB faulty connection from daemon_SITE@airliquide.com Notified by incident or adhoc tickets on DAEMON database STEPS: 1. In case of connection failure with Daemon database on the DACQ server, restart Intergration Object OPC EasyArchiver on services 2. Open Intergration Object OPC EasyArchiver on the DACQ server, select archivers tabs, down to the SQL archiver, click Start to manually recover the data 3. Further issues on Daemon database, inform and escalate to L3/L4 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2 / ALZ-AP-GCS-Production Assets-L2 / ALZ-AME-GCS-Production Assets-L2
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: Windows search bar is freezing, can not type or search any element. STEPS: 1.Open control panel 2.Open Indexing option 3.Click on Advanced 4.Click on Rebuild, then click on next Issue should be solved. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Assignment group (if not L1): L1.5 Resolution Notes: Rebuild the search bar in Control panel could re-establish the search bar service in Windows. TICKET TYPE: Incident ARTICLE TYPE: FRC TEAM: L1
10, airliquide, balazs, bar, bts, com, corp, english, freezing, functional, functional issue, gerhards, issue, maik, search, search bar, software, tarczy@eu, windows, windows 10
NaN
KB0025733
BTS - Yourway - YourWay dialog does not appear when trying to run an application as admin
English
balazs.tarczy@eu.corp.airliquide.com
253
Matthew WIDELL
Uncategorized
Published
2025-07-31 15:50:02
6
GIO Service Desk
NaN
#########
4.00
GIO - EUS - UWP - Yourway
NaN
NaN
NaN
55
2025-05-16 15:28:12
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The YourWay dialog does not appear when trying to run an application with administrative privileges. BEFORE YOU START: 1. Check if user has the correct Yourway role.Please note that generic accounts (GA) cannot have administrator rights, not even with YourWay.End-users require the correct role to perform actions with YourWay. Please refer to the YourWay Role Privileges sheet to verify which role is required. https://docs.google.com/spreadsheets/d/19GfUOB0d9O636aKWxvfm6yL5AFCFRDo_EzHH_Yxceqs/edit?usp=sharing This document is also accessible to end-users, and linked in the YourWay User Guide KB article. How to check? Ensure that YourWay can see the expected roles by running the YourWay Diagnostics tool. 1. Open the YourWay Control Panel from the desktop icon, OR Right click on the CyberArk EPM status icon > Open CyberArk EPM Control Panel 2. Run the YourWay Diagnostics tool from the icon list 3. Wait up to 30 seconds for the diagnostics to complete and display the result window4. Review the results and proceed with the following steps. STEPS: Always make sure to check the Yourway Diagnostics tool when following these steps. 1. Does User Name match the user's login ID? Yes: next step No: - Log out of Windows and log in as the correct user - Re-run the YourWay Diagnostics tool and repeat diagnostic steps 2. Do the User Access Roles include the expected roles? (refer to role privilege matrix) Yes: next step No: Proceed as per KB0025734.Re-run the YourWay Diagnostics tool and repeat diagnostic steps 3. Is User Account Control enabled? Yes: next step No: - Search for Change User Account Control settings in the Start Menu - Provide ADM credentials when prompted - Set the User Account Control level to Always notify (highest setting) - Reboot the computer - Re-run the YourWay Diagnostics tool and repeat diagnostic steps 4. Is CyberArk EPM Agent status running? Yes: next step No: - Reboot the computer- Re-run the YourWay Diagnostics tool and repeat diagnostic steps 5. Is CyberArk EPM Server status online? Yes: next step No: - Check internet connectivity (try opening any public website, e.g. https://google.com) - Is the internet accessible? > Yes - Reboot the computer - Re-run the YourWay Diagnostics tool and repeat diagnostic steps > No: - Resolve internet connectivity issue using normal procedures before continuing - Re-run the YourWay Diagnostics tool and repeat diagnostic steps 6. Is CyberArk EPM Set ID equal to PROD YourWay? Yes: next step No: - Reinstall computer agent as per KB0025737. - Re-run the YourWay Diagnostics tool and repeat diagnostic steps 7. Is Last Policy Update a recent date? Yes: next step No: - Right-click on the CyberArk EPM system tray icon - Click Request Settings - Re-run the YourWay Diagnostics tool and repeat diagnostic stepsIF ALL KO, collect system information and attach it to the ticket as per KB0025735. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Yourway Configuration item: Hostname Category: Application Subcategory: Support / Assistance Assignment group: GIO-EUS-MANAGED DEVICES-YOURWAY-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: Users wants to have some information about the ALPIN application or data (info about backups, development date, backlog, pending tickets). POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. STEPS: Assign an INC to BEC-ALPIN-L3 LOGGING CATEGORISATION: Business service: BEC - ALPIN Configuration item: ALPIN - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEC-ALPIN-L3 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
BTS - NAVISION - " locked by other user" error message in Navision
English
balazs.tarczy@eu.corp.airliquide.com
91
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:32
9
GIO Service Desk
NaN
#########
NaN
BAMEI - Navision - Production
NaN
NaN
NaN
35
2025-05-15 9:00:40
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User receive " locked by other user" error message in Navision. Error message: Navision - other user -> "L'opération ne s'est pas terminée car un enregistrement dans la table Ecriture comptable a été verrouillé par un autre utilisateur." " "The operation did not complete because a record in the Journal entry table was locked by another user" STEPS: 1. Advise user to retry later. A treatment launched by the accounting department must be waited for in this type of situation. The operation did not complete because a record in the General Ledger Entry table was locked by another user. Relaunch the activity -> IT is not a NAVISION problem , Enduser need to wait. the table invoice is locked. Enduser also can contact the person who is working on it at the same time, if he knows it. Open an INC to advise user to wait and try later on close the INC. 2. In case user calling for the 2nd time with this error and he waited for a long time: It can be that a script is hanging. Check ticket history , first adhoc logged already: OK/ KOUser confirms NO ONE Else is working on the same table: OK / KOOpen an INC and assign to BAMEI-HUB-NAVISION-L2 LOGGING CATEGORISATION: Business service: Depending on the department (ask user!) - BAMEI - Navision - Account and Finance - BAMEI - Navision - Procurement - BAMEI - Navision - Sales - BAMEI - Navision - Logistic and Supply Chain - BAMEI - Navision - Production - BAMEI - Navision - Health Care Configuration item: Navision 2016 - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAMEI-HUB-NAVISION-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, another, balazs, bts, com, corp, english, helmi, locked, locked by another user, message, mili, navision, navision locked by a user, other, tarczy@eu
NaN
KB0042558
BTS - Bitlocker - pin modification
English
balazs.tarczy@eu.corp.airliquide.com
319
Maik GERHARDS
Uncategorized
Published
2025-07-22 9:08:04
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
151
2025-07-22 9:07:25
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to change their Bitlocker pin. BEFORE YOU START: Please make sure that user has logged in to their session, and the request is not related to Bitlocker Recovery Key. This case, follow with KB0018824. STEPS: 1. On user's PC, open Manage Bitlocker tool. 2. Click on "Change PIN", as below, and ask user to set a new one. 3. Test the new pin with reboot. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Devices Subcategory: Service Question / Assistance Configuration item: Hostname of PC Resolution Notes: Assisted user with Bitlocker PIN modification via Manage Bitlocker tool. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS - Google Group - How to access Google group mail
English
balazs.tarczy@eu.corp.airliquide.com
201
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-30 6:09:57
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
41
2025-06-19 7:47:08
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to access google group email STEPS: Check user if access has been given by the owner of the groupGuide user to access it from here: https://groups.google.com/my-groups?hl=en&tab=rg&pli=1User should see that list of google groups that he/she is addedIf unresolved assign to GIO-EUS-GOPS-DWP-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to access Google group mail TICKET TYPE: Inc ARTICLE TYPE: FCR TEAM: L1
access, airliquide, balazs, bts, com, corp, english, fernandez-sc, google, group, how, how to, mail, mariacecelia, tarczy@eu
NaN
KB0049143
BTS - SAP Logon - import favorites from an environment to another
English
balazs.tarczy@eu.corp.airliquide.com
75
Gino POLIDO
Uncategorized
Published
2025-07-30 12:30:07
5
GIO Service Desk
NaN
#########
NaN
GIO-CS-EUR-Managed Apps SAP
NaN
NaN
NaN
14
2025-06-24 14:06:41
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User wants to import their favorites from an environment to another (e.g. from SAP OPA PROD to SAP S/4 Hana) STEPS: 1. Open the environment from where user needs to import. Click on "Favorites", select "Download to PC", save the file. 2. Open the second environment. Click on "Favorites", select "Upload from PC", upload the downloaded file. LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Managed Apps SAP Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with importing their favorites in SAP. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:INDIA ENTITY:ALL SYMPTOMS: User is unable to login to BAR+ with SSO. STEPS: Create an incident, and assign it to BAP-ALIN-APP-L1 LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BAP-ALIN-APP-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
access, airliquide, amei, app, application, avinash, balazs, bar, bar+, bts, can, cannot, com, corp, does, english, india, kumar, login, not, sign, sign in, software, sso, start, tarczy@eu, unable, work
NaN
KB0049274
BTS - Google Drive - cannot add label to a document
English
balazs.tarczy@eu.corp.airliquide.com
22
Harold OUSSET
Uncategorized
Published
2025-07-31 8:19:06
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
7
2025-07-31 8:17:37
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot modify the label of a given document on Google Drive. STEPS: If the steps on KB0034288 do not work, please gather print screen and/or screencast of the error, and collect a HAR file before assigning the ticket to GIO-EUS-GOPS-DWP-L2. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Bug / defect Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY:Uruguay ENTITY:BIS AMER SYMPTOMS: This KB aims to describe how to proceed whenever an end-user from Air Liquide Uruguay S.A. is reporting an issue with with local applications or infrastructure. BEFORE YOU START: Air Liquide Uruguay S.A. is the local entity in Uruguay, also known as ALU or ALUSA. Make sure the user is requesting non-standard support support, for Air Liquide standard support follow the standard support model. STEPS: If the user is requesting or reporting an issue with the following Non-Standard, route the ticket to the assignment group. Non-standard infrastructure: Mobile phones.Telephony system (PBX).Local printers.Security System (CCTV).Windows Shared Drives: SA-UY-DB2.SA-UY-SERVBUR. Non-standard applications or websites: SICFE.MVDQUALITY.MACROSOFT.EXIMIA (ARCHIDOC). LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Support / Assistance Assignment group: GIO-EUS-FS-URUGUAY-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
air, air liquide uruguay s.a. - support model ame americas telephony system (pbx) security system (cctv) windows shared drives: sa-uy-db2 sa-uy-servbur sicfe mvdquality macrosoft eximia (archidoc) south america sam sa uy-al uy gio-eus-fs-uruguay-l2 urg uy uruguay, airliquide, ame, america, americas, archidoc, balazs, bts, castelao, cctv, com, corp, drives, english, eximia, gio-eus-fs-uruguay-l2, liquide, macrosoft, martin, model, mvdquality, pbx, sa, sa-uy-db2, sa-uy-servbur, sam, security, shared, sicfe, software, south, support, system, tarczy@eu, telephony, urg, uruguay, uy, uy-al, windows
NaN
KB0021579
BTS - ASP - Not categorized request
English
balazs.tarczy@eu.corp.airliquide.com
7
Mateusz DREHER
Uncategorized
Published
2025-09-17 13:24:42
5
GIO Service Desk
NaN
#########
NaN
BEC - ASP
NaN
NaN
NaN
0
2025-09-17 13:23:35
#########
NaN
BEC-ALAIR-L3
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User requests a new feature, new report or other not existing services in ASP. STEPS: Assign an INC to BEC-ASP-L3 LOGGING CATEGORISATION: Business service: BEC - ASP Configuration item: ASP - PROD Category: Application Subcategory: Support/ Assistance Assignment group (if not L1): BEC-ASP-L3 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
BTS - AODocs - managing permissions to distribution list
English
balazs.tarczy@eu.corp.airliquide.com
168
NaN
Uncategorized
Published
2025-05-12 16:36:44
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
81
2025-05-12 16:35:36
#########
NaN
BHC-VADE-IT
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: The user wants to manage permissions to distribution list, including access POSSIBLE CAUSES: With the Gmail Migration the security groups for AoDocs became the standardized mail distribution lists for DE-Vitalaire. STEPS: Open an incident an assign it to BHC-VADE-IT LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Aodocs - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BHC-VADE-IT TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
BTS - (SOKO) Workflow - how to access and get a password reset
English
balazs.tarczy@eu.corp.airliquide.com
35
Pawel WANDAS
Uncategorized
Published
2025-09-29 14:32:12
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
16
2025-08-14 12:12:55
#########
NaN
GIO-PCI-ITSM-Global Process Manager
COUNTRY/REGION:Austria ENTITY:ALL SYMPTOMS: User reports that SOKO workflow ask for username and password, but before it did not ask, it was opening fine, users forgot his password to SOKO Workflow, needs a password reset. PLEASE NOTE: Users since September 2019 use new web address for SOKO Workflow: Application SOKO WF is currently available under https://eu-partnerap-prod.eu.corp.airliquide.com/ords/f?p=600 or from public domainhttps://partner.ialadin.net/ords/f?p=600 STEPS: If the user needs a password reset, he needs to raise a MyITCorner request, and copy the link address to the request LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
access, airliquide, asking, authentication, authentication required for workflow, balazs, bts, can, cannot enter soko work flow as forgot password, com, corp, english, enter, flow, forgot, get, how, ialadin, ialadin workflow, not, password, pawel, pw, required, reset, soko, tarczy@eu, wandas, work, workflow, workflow asking for pw, workflow can not access
NaN
KB0021540
BTS - AAT - Access Request
English
balazs.tarczy@eu.corp.airliquide.com
10
Mateusz DREHER
Uncategorized
Published
2025-08-21 13:12:04
5
GIO Service Desk
NaN
#########
NaN
BEC - AAT
NaN
NaN
NaN
1
2025-08-21 13:07:01
#########
NaN
BEC-ALAIR-L3
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User wants to have access to the AAT application. New account is needed. STEPS: Assign an INC ticket to BEC-AAT-L2 LOGGING CATEGORISATION: Business service: BEC - AAT Configuration item: AAT - PROD Category: Application Subcategory: Access / rights Assignment group (if not L1): BEC-AAT-L2 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:INDIA ENTITY:ALL SYMPTOMS: User calls because BAR+ is corrupted. STEPS: Open a incident, and assign it to BAP-ALIN-APP-L1 LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Situation: Bug/Defect Assignment group (if not L1): BAP-ALIN-APP-L1 > BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
access, airliquide, amei, app, application, avinash, balazs, bar, bar+, bts, can, cannot, com, corp, corrupted, does, english, india, issue, kumar, not, software, start, tarczy@eu, work
NaN
KB0021560
BTS - AITS - Availability issues
English
balazs.tarczy@eu.corp.airliquide.com
9
Mateusz DREHER
Uncategorized
Published
2025-09-03 13:15:03
5
GIO Service Desk
NaN
#########
NaN
BEC - AITS
NaN
NaN
NaN
0
2025-09-03 13:13:38
#########
NaN
BEC-ALAIR-L3
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: AITS application is not available for the user. STEPS: Assign an incident to BEC-AITS-L3. LOGGING CATEGORISATION: Business service: BEC - AITS Configuration item: AITS - PROD Category: Application Subcategory: Availability / Performance issue Assignment group (if not L1): BEC-AITS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Europe ENTITY:ALL SYMPTOMS: User's computer having hardware issues. In this case Touchpad. BEFORE YOU START: Make sure the computer in question is a GIO Rental device. Purchased devices are not under DELL guarantee. STEPS: Perform the following troubleshooting steps to gather information that will be helpful for Dell Team to understand and act on the problem of user's computer. DiagnosticsResultsIs there any physical damage ? Is the touchpad functional under EPSA or BIOS? Driver updates (BIOS). Can you provide the result code and validation code from the EPSA diagnostic (F12)? Have you tested with an external mouse, and does it work?" Customer information and availabilitiesResultsIntervention address Two reachable phone numbers (including a mobile number) Your availability Professional email address After troubling shooting is done, if you are opening a DELL ticket, please copy past this template into their ticket. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User wants to have access to the ASP application. New account is needed. STEPS: Assign an INC to BEC-ASP-L2. LOGGING CATEGORISATION: Business service: BEC - ASP Configuration item: ASP - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BEC-ASP-L2 TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: OSS
COUNTRY/REGION:Europe ENTITY:BIS E&C SYMPTOMS: User reports that the SAP ECHO P34 account access has been expired. POSSIBLE CAUSES: Due to a long time of inactivity, the SAP Echo P34 access can expire. STEPS: Guide the user to contact the Key user as per user's location in order to create a Mantis ticket to recover the P34 SAP access. Who to contact - key users : https://sites.google.com/a/airliquide.com/cp-wwec-sap-echo-cc/sap-support/sap-key-users LOGGING CATEGORISATION: Business service: BEC - SAP Echo Configuration item: BEC - Application maintenance - SAP Echo Category: Application Subcategory: Access / Rights Resolution Notes: Guide the user to contact the key user in charge for SAP P34 access management TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:BIS CF SYMPTOMS: User (mainly from BIS CFGB) is contacting us to report a functional or availability issue in ALFRESC STEPS: Please collect all the information possible in the ticket and assign it to BCF-GED-L2. LOGGING CATEGORISATION: Business service: BCFGB - GED ALFRESCO Configuration item: GED Alfresco - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): BCF-GED-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user would like to change the language in SAP GUI. STEPS: 1. Run SAP Logon pad: 2. Click Top left corner. Select Options 3. In the left panel select SAP Logon Pad Options > General. 4. On the top of the main screen you can select the language. 5. Confirm / save by pushing the OK button. 6. Close SAP Logon Pad and SAP system. 7. Open SAP Logon Pad again and run the SAP system. 8. User login the credentials, as well need to precise the language at every login: If needed, in registry editor: 1. SAP Logon LanguageSAP Logon language as default language on logon screen (0 = inactive, 1 = active)Set "REG_DWORD", "0"HKEY_LOCAL_MACHINE\SOFTWARE\SAP\SAPLogon\Options\UseSAPLogonLanguageAsDefault\2. SAP GUI LanguageSet "REG_SZ", "EN"HKEY_LOCAL_MACHINE\SOFTWARE\SAP\General\Language\ LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Managed Apps SAP Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: SAP GUI language was changed TICKET TYPE: Incident. ARTICLE TYPE: FCR TEAM: L1
BTS - Cirrato - Hardware issues / printer toner change or paper order
English
balazs.tarczy@eu.corp.airliquide.com
232
Olivier PEJOINE-SC
Printing / Devices
Published
2025-09-29 13:49:09
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
127
2025-06-10 15:16:48
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:Germany/Poland ENTITY:BIS E&C SYMPTOMS: User from E&C Germany/Poland is facing a printer hardware related issue or needs to order a printer toner change or paper BEFORE YOU START: E&C Krakow and Frankfurt in the global MPS contract, using CIRRATO - the standard procedures apply. STEPS: For Hardware issues or printer toner change/paper order please assign ticket to Onsite, Onsite team will contact Xerox, if they can not help. Mandatory: - Printer name: - Building/Floor: - Which consumables should be replaced (in case of toner, which color): Assign ticket to L1.5 for them to assign to Onsite LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Configuration Item: Printer name Category: Devices Subcategory: Printers Situation: Bug/Defect Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 > Onsite (GIO-EUS-FS-GERMANY-L2 for Germany, BEC-EUS-FS-KRA-L2 for Poland) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5>OSS
COUNTRY/REGION:GERMANY, POLAND ENTITY:BIS E&C SYMPTOMS: The Aspen application does not start up. STEPS: Run Aspen registry fix. If the issue persists, follow KB0013744 LOGGING CATEGORISATION: Business service: BEC - Aspen Engineering Suite Service Configuration item: Aspen Engineering Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: After running Aspen registry fix, the application could be started properly again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: The user would like to get access to the ALEU GIS Portal. STEPS: In each country, there is a local GIS analyst This person has to approve whether someone can be added; after approval the local GIS analyst submits a ticket through MMS and we add the person that needs to be added. The local GIS analyst can be contacted by the end user. Please provide the email address of the local GIS analyst to the end user, then close the INC ticket. Belgium + Netherlands: marijn.wuyts-sc@airliquide.com France: sabine.bernard@airliquide.com Germany: sebastian.stelzen@airliquide.com Italy: francesco.delorenzo@airliquide.com LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related lineExplanation: redirection to local GIS analyst In case of blank ESS ticket: Business service: LI Pipelines - GIS Configuration item: ArcGIS Europe - CO2 Dashboard - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was directed to contact the local GIS analyst to get assistance to the account creation. TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: The ASP application is not available for the user. STEPS: Assign an incident to BEC-ASP-L3. LOGGING CATEGORISATION: Business service: BEC - ASP Configuration item: ASP - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): BEC-ASP-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
BTS - My IT Corner - Lend of device for a short period
English
balazs.tarczy@eu.corp.airliquide.com
44
Daniel DODERO
Uncategorized
Published
2025-09-29 14:51:58
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
18
2025-07-02 15:15:36
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to lend a device for provisional usage. STEPS: 1. Go to My IT Corner 2. Raise the request "Lend of device for a short period" Path: Home > myITCorner Catalog > Devices > Lend of device for a short period LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Guiding users on creating a personal email group Create a contact group for emailing How to create a personal distribution list BEFORE YOU START: This group will be private: is not going to be viewable by anyone else, only visible to the account that created the group. STEPS: From your Kite mail, click on the Mail tab at the top left and select ContactsAdd contacts by hitting the add icon and enter all email addresses you want to add.Once you have selected contacts to put into a group, a new group icon will appear. Click this group and youll see the option to create and name a group Once you have named your group, you simply check who you want to be included in the group LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Support / Assistance Resolution Notes: User assisted on how to create a contact group TICKET TYPE: INC ARTICLE TYPE: FCR or Assignment TEAM: L1 or GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User wants to have access to the ALPIN application. New account is needed. STEPS: Assign an INC to BEC-ALPIN-L2. LOGGING CATEGORISATION: Business service: BEC - ALPIN Configuration item: ALPIN - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BEC-ALPIN-L2 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Germany ENTITY:All (except Vitalaire - E&C - DE-AL GMS and DE-AL GMS GmbH) SYMPTOMS: This request should be used if materials are to be listed for a VP. Because this requires approval from De-SC-Coordination, after the request has been created, an automatically generated email is sent to De-SC-Coordination for validation and only then can the requested listing be carried out by the service and support team. If approval is refused, the request creator will be informed via email. STEPS: Provide this link to the user or Go to myitcorner then click Order Something. Under Categories click on Applications and then on the CE Local IT tile (Central Europe Local IT). Select "Mobile device support" in the drop down menu This link is not accessible for the ServiceDesk LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: FCR TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs, bts, ce, ce it, central, central europe local it, com, corp, english, europe, germany, julia, listings, local, local it, myitcorner, partner, pg, sales, sc, sperling, tarczy@eu
COUNTRY/REGION:Germany ENTITY:All (except Vitalaire - E&C - DE-AL GMS and DE-AL GMS GmbH) SYMPTOMS: Employees who need a salesforce.com account can apply for one here. It is possible to specify a reference user for new creation and modification; otherwise, the required scope of access can be described in the Comment field. For a deletion request, entering the reason (leaving/transfer etc.) in the Comment field is mandatory. The respective application must then be validated by the manager. STEPS: Provide this link to the user or Go to myitcorner then click Order Something. Under Categories click on Applications and then on the CE Local IT tile (Central Europe Local IT). Select "Mobile device support" in the drop down menu This link is not accessible for the ServiceDesk LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
account, airliquide, balazs, bts, ce, ce it, central, central europe local it, com, corp, creation, deletion, english, europe, germany, julia, local, local it, modification, myitcorner, salesforce, sperling, tarczy@eu
NaN
KB0055176
BTS BHC application - V-Stats
English
balazs.tarczy@eu.corp.airliquide.com
39
NaN
Uncategorized
Published
2025-10-07 7:57:17
5
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
2
2025-10-07 7:54:44
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling regarding installation of : V-Stats BEFORE YOU START: No request is needed, it is just optional. STEPS: Download the application from Google Drive and install it with Admin credentials. Link : https://drive.google.com/drive/folders/1gUmW_fA2aVcqnioG4jbwK_0Z_C5m9Idx LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Installation / Deployment Resolution Notes: Assisted the user to install the medical application : V-Stats TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, balazs, bhc, bts, care, com, corp, english, health, health care, hhc, medical, software, tarczy@eu, v-stats
NaN
KB0044293
BTS - MyHR / Workday - tools for managing HR cases do not work properly
English
balazs.tarczy@eu.corp.airliquide.com
110
Goksu ISBIR
Uncategorized
Published
2025-09-29 14:53:04
6
GIO Service Desk
NaN
#########
NaN
GIO - PCI - myHR Help & Request
NaN
NaN
NaN
26
2025-06-23 13:09:52
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user is contacting us to report that users are experiencing issues when trying to use the tools to manage HR cases. E.g.Auto-closing function is not working.Cancel button does not work correctly.Buttons are missing (Add an attachment button, Cancel button, upload button...) BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. STEPS: Create an incident ticket and assign it to GIO-ITSM DXC Third Party Maintenance HR. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: MyHRExplanation: Raise a MyHR request. Incase of blank ESS ticket: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance HR TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
BTS - Navision - Error message "You do not have access to Microsoft Dynamics NAV"
English
balazs.tarczy@eu.corp.airliquide.com
148
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:32
5
GIO Service Desk
NaN
#########
NaN
BAMEI - Navision - Application
NaN
NaN
NaN
44
2025-06-18 11:55:00
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: User receives access error in Navision weblink "You do not have access to Microsoft Dynamics NAV. Verify that you have been set up as a valid user in Microsoft Dynamics NAV": BEFORE YOU START: prerequisite: Navision access in CARM password: is the Windows Password and Navision never asks password to Login through weblink STEPS: User does not have a Navision profile or correct Navision profile Ask user to raise request: Follow articles: If he never had Navision account previously: Navision account creation (AMEI) - KB0020123 or Navision modify profile (AMEI) - KB0020117 LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT In case of blank ESS ticket: Business service: "Based on RITM" Configuration item: Navision 2016 - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was guided to open the request in MyITcorner TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
access, airliquide, balazs, bts, can, com, corp, do, do not have access, dynamics, english, have, helmi, login, message, microsoft, mili, nav, navision, navison, navison can not login, not, request, tarczy@eu, via, via web, web, you
NaN
KB0048670
BTS - Microsoft Dynamics CRM - functional issue / set up failed
English
balazs.tarczy@eu.corp.airliquide.com
49
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-07-29 18:10:14
5
GIO Service Desk
NaN
#########
NaN
BHC - FO - Customer Relationship Management
NaN
NaN
NaN
10
2025-07-01 11:07:31
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: Microsoft Dynamics CRM set up failed. BEFORE YOU START: Please follow KB0015965. STEPS: 1.Collect the information: which function is not working? 2. Create an incident to be assigned to BHC-SUPPORT-L1 LOGGING CATEGORISATION: Business service: BHC - FO - Customer Relationship Management Configuration item: Microsoft Dynamics CRM - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BHC-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
BTS - MAJOR (PARENT) incident - link child incident to a major incident
English
balazs.tarczy@eu.corp.airliquide.com
130
Luc MELEN
Uncategorized
Published
2025-05-23 8:19:44
5
GIO Service Desk
NaN
#########
NaN
Unspecified
NaN
NaN
NaN
122
2025-05-23 8:17:34
#########
NaN
GIO-PCI-ITSM-Global Process Manager
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: NEEDS to open a child incident and relate to PARENT / MAJOR Incident and categorize it as the major incident. BEFORE YOU START: Please note that Windows HELLO will be reset, any authenticator has to be added again by the user STEPS: Open an incident ticket with the categorization of the major incident. The priority must be the lowest (P4) Click on related records and paste the major incident number to the parent incident. Assign it to the same resolver group. Open an incident ticket with the categorization of the major incident. The priority must be the lowest (P4) Click on related records and paste the major incident number to the parent incident. Assign it to the same resolver group. LOGGING CATEGORISATION: Please follow the categorization of the Parent IncidentARTICLE TYPE: Process
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User requests a new feature, new report or other not existing services in AAT. STEPS: Assign an INC to BEC-AAT-L3. LOGGING CATEGORISATION: Business service: BEC - AAT Configuration item: AAT E&C - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BEC-AAT-L3 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User reports performance decreasing and slower operations. STEPS: Assign an incident to BEC-ASP-L3 LOGGING CATEGORISATION: Business service: BEC - ASP Configuration item: ASP - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): BEC-ASP-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
BTS - MMS - Time Tracking/ myTimeSheet - How to use
English
balazs.tarczy@eu.corp.airliquide.com
85
Chrystele GUEFFIER
Uncategorized
Published
2025-07-30 11:08:48
5
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
6
2025-07-28 13:08:17
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User would like to know how to connect, how to use MMS - Time Tracking/myTimeSheet. POSSIBLE CAUSES: This tool replaces Time tracking application (TTT). BEFORE YOU START: User needs an MMS IT Role (requested in CARM) to have access to myTimeSheet. Follow KB0015609 STEPS: Connect to https://airliquide.service-now.com/now/workspace/agent/home or Alternatively, in MMS, type portal in the Filter Navigation (top left) and select "Time Sheet Portal" You can share the user guide with the end user: Link FAQ regarding TTT : link With questions in regards to the tool, application, training, etc -> advise end users to contact local Champion provided on January 6 email and on training slides (3) Champions: BIS Europe: Antoine TROUILLARD, Brigitte COCHON, Christine ROYANEZ, Jakob KUEHN, Rene GUEZ, Krzysztof LOPATA, Laure IVANOFF, Narjes TARCHOUNABIS CFGB: Odile LEROYGDO: Olivier CHATELAINGIO: Chrystele GUEFFIER, Eva PRADE, Florent DE LA BRETESCHE, Imane EZZRARY, Jerome LE QUANG, Vivien BRICHET LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Category: Application Subcategory: Support / Assistance Resolution Notes: Guide user on how to use myTime Sheet TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs, bts, chrystele, com, corp, english, gueffier, guide, how, mms, mms time tracker, my, my timesheet, mytimesheet, tarczy@eu, time, time tracking, timesheet, tracker, tracking, ttt, use, user guide
NaN
KB0013756
BTS - Arpal - Software Install
English
balazs.tarczy@eu.corp.airliquide.com
10
Bartosz BURY
Uncategorized
Published
2025-09-15 12:21:15
5
GIO Service Desk
NaN
#########
NaN
BEC - Local Business Applications
NaN
NaN
NaN
0
2025-09-15 12:18:15
#########
NaN
BEC-GLOBAL-APPS-L3
COUNTRY/REGION:Germany/Poland ENTITY:BIS E&C SYMPTOMS: User needs to Install Software named Arpal. STEPS: Arpal will not be installed by the IT-service desk, but the user can download and install it himself from the website : http://sadi-arpwp01.eu.corp.airliquide.com If there is no authorization for the install, a popup will appear and the installation will be undone. If the installation failed. Please assign ticket to onsite! LOGGING CATEGORISATION: Business service: BEC - ARPAL Configuration item: ARPAL - PROD Category: Application Subcategory: Installation / Deployment Assignment group: GIO-EUS-FS-GERMANY-L2 or BEC-EUS-FS-KRA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to retrieve chats STEPS: How to search for Google Chat messages: https://support.google.com/chat/answer/7655805 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
BTS - My IT Corner - Order a Workstation Accessories or Peripherals
English
balazs.tarczy@eu.corp.airliquide.com
342
Rajeev PARMAR
Uncategorized
Published
2025-07-30 12:28:58
7
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
112
2025-05-06 15:34:42
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User wants to order Workstation Accessories or Peripherals via My IT Corner for a new joiner or replacement STEPS: 1. E&C users can order additional Monitor and/or Docking Station via My IT Corner (it requires approval from User Manager and local IT): MyITCorner->Devices->Order a new device->Accessorieshttps://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=3a43436d1b51f018510c7db4464bcbf6 3. If users need to order other accessories (not peripherals), they can order via My IT Corner (does not require any approval): MyITCorner->Devices->Order a new device->Accessories https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=bb04b1a04fbd2340eaa6ab6ba110c748 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
accessories, airliquide, balazs, bts, com, corner, corp, e&c, english, my, my it corner, order, parmar, peripherals, peripherals., rajeev, tarczy@eu, workstation
NaN
KB0021605
BTS - ALPIN - Not categorized request
English
balazs.tarczy@eu.corp.airliquide.com
4
Mateusz DREHER
Uncategorized
Published
2025-09-10 12:28:11
5
GIO Service Desk
NaN
#########
NaN
BEC - ALPIN
NaN
NaN
NaN
0
2025-09-10 12:26:54
#########
NaN
BEC-ALPIN-SUPPORT
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User requests a new feature, new report or other not existing services in ALPIN. STEPS: Assign an INC to BEC-ALPIN-L3. LOGGING CATEGORISATION: Business service: BEC - ALPIN Configuration item: ALPIN - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEC-ALPIN-L3 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls to report issues with AL Maritime ERP support. ERP is called "AX" or "Dynamics AX" or "MS Dynamics" STEPS: Get all information, screenshot about the issue and assign ticket BGMT-Maritime-Support-L1 LOGGING CATEGORISATION: Business service: BGMT - Maritime - ERP Configuration item: Maritime AX - PROD Category: Application Subcategory: According to the case Assignment group (if not L1): BGMT-Maritime-Support-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BGMT-Maritime-Support-L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User requires one of the yourway higher access roles outlined above, they will need to request this through CARM. BEFORE YOU START: YourWay is a solution that allows the user to perform actions on their PC or Mac workstation without contacting the Service Desk, such as: Installing applications that are not available in the MyITCorner application catalogChanging certain system and control panel settingsRunning applications that need higher privileges Installing Yourway grants default access to the user to install and run applications that have been pre-approved (standard applications). If they also need to manage system and control panel settings or install other software, guide the user to Submit a request to whitelist your application or settingRequest a higher access role in CARM This summary of the offered access roles shows what kinds of tasks you can do with YourWay: A more detailed list of privileges can be viewed at this link - YourWay User Access Role chart. NOTE: Privileges access or higher is not available for BIS EU users in YOURWAY. If this access role is required user needs to get approval from ISO (LINK) and create an adhoc with the approval attached to it to CARM team. STEPS: Guide the user to: Go to CARM (https://carm.apps.airliquide.com)Click on My AccessClick on the tile labeled YourWay If the tile is not listed, click the large + tile to search for and add YourWay Privilege Maintenance Select the required access role (refer to the YourWay User Access Role chart)Enter business justificationSubmit request - their manager will need to approve the new access LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Yourway access request in CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Acces / Rights TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, balazs, bts, com, corp, english, higher, how, how to, matutina-sc, request, role, rose, tarczy@eu, yourway
NaN
KB0025018
BTS - ALEA - account creation
English
balazs.tarczy@eu.corp.airliquide.com
3
Lukasz KACZMARCZYK
Uncategorized
Published
2025-09-05 8:14:03
5
GIO Service Desk
NaN
#########
NaN
Local Business Solution
NaN
NaN
NaN
1
2025-09-05 8:12:09
#########
NaN
BEU-CROSS DOMAIN
COUNTRY/REGION:POLAND ENTITY:PL-AL POLAND/PL-ALKAT SYMPTOMS: User is calling to request access to the ALEA application. STEPS: Create an INC ticket and assign it to PL-AL POLAND-LCC-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: ALEA - PROD Category: Application Subcategory: Access / Rights Assignment group: PL-AL POLAND-LCC-L2 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User calls regarding PDA - SAT enrolment (special PDA device: Zebra TC52X) BEFORE YOU START: - ALEHOS user support concerns PDA SAT https://docs.google.com/spreadsheets/d/1mjYQOpUfpTGPrhZSOzXrrcEGmcjnH3p_X0TAURfp0T4/edit#gid=1291613321 - Note: FIRST Enrolment and hardware are managed By Alizent, and depot will receive it as configured , the reenrollment is managed by SD! - PDA are given in usage 3 months after the first enrolment so if issue related with PDA we need to assist user with the re-enrolment. Please never send any ticket to Alizent team. - ALWAYS CHECK IF THERE IS ANY ANDROID UPDATE WAITING! If YES pls do it first and then proceed with the enrollment. - PREREQUISITES:Every info available here: Link to the file Calcul Besoins Commande SAT : Informations d'enrôlement SAT TC52x et connexion Launcher SAT devices are managed based on DEPOT (list in the file "information d`enrolement SAT TC52X et connexion Launcher) with special username (ex: sat.orknpc) and special email addresses. The SAT device is available under these usernames after the enrollment in the Workspace One Console! STEPS: - For the enrolment please follow the this guide. When you receive calls, always ask the following: Depot number (ex: 11a)Confirm the model: Zebra tc52xAsk what the user sees on the pda screen: Welcome screenGoogle account requestLauncher login windowSAT app login issue normal Android screen - not enrolled anymore 1 - Factory reset to be done before the reenrollment! Go to ZCONFIGUREthen select StageNOWdo not click on any option, instead ask the user to do scan the barcode by push the yellow buttons on each sideCamera will open then Scan the barcode: NOTE: The case may needs to removed, as Only front camera will open if the user do not remove it NOTE: you need to do a screenshot about the barcode and share it with the user Now the factory reset will starting 2 - PDA enrollment - Welcome screen (links to the QR codes in the "Informations d'enrôlement SAT TC52x et connexion Launcher " file in the column "E" - "Link to the corresponding QR Code ") you are on the welcome screen: Select the Language and Do not click on the button : commencer Instead needs to tap 7 times quickly on the the background Connect to a a Wifi network Terminal 2 password: @Ndr0!de Scan the code QR by corresponding the user's depotNOTE: please ask the depot number, and share the relevant qr code (by doing a screenshot) with the user via mail or google chat You find the qr codes in Informations d'enrôlement SAT TC52x et connexion Launcher under Link to the corresponding QR code 3 - Google account Accept when configuring the professional account The device isn't private , wait until you will have the opton: NEXTGoogle service will appear add the password : HHCWorkspaceOne!then it will ask for the step verification: select other optionselect Google authenticator provide the code for the corresponding email address's code form HERE:NOTE: the code changing on every 30 seconds now needs to wait a bit user will be prompt to set a screen lock code next screen, select the 1st option: Now the enrolment completed, then many app will be installed (user will hear lot of sounds ) 4 - Launcher Launcher will be installed (note: the download may take a longer depending on the network it will ask for ID de GROUP, Username, and password You find the login info in Informations d'enrôlement SAT TC52x et connexion Launcher under Launcher login information 5 - SAT or SATV12 application (supported by BHC-SUPPORT-L1) Application can be downloaded in Launcher (sat or sat v12)NOTE: SATV12 is used for M3H, SAT4M3 - is for M3 (on PC they can use the eSAT) The user needs to have an account ( Profile and code PIN) in case of the user has issues with SAT account, Please collect the profile name then create a ticket and send it to BHC-SUPPORT-L1 6 - If the screen locks during enrollment, press the pda start button again, and slide your finger across the screen from bottom to top. If the device code has already been set, enter it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT In case of ESS ticket: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Support / Assistance Resolution Notes: PDA device enrolled correctly. Regarding SAT login: Ticket template to be used: n\a Business service: BHC - OPS - M3 Scan Android Transfer (SAT) Configuration item: (if applicable) Situation: Password/Access Management [Ad Hoc Request] Assignment group (if not L1): BHC-SUPPORT-L1 TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EUROPE ENTITY: ALL SYMPTOMS: The user calls to say that he/she needs access to the AS400 application. STEPS: 1. Go to My IT Corner 2. Ask the user to look for the request "UK Local Applications" 3. Select AS400 - Energas or AS400 - R&A (scott) depending on what the user needs 4. Submit the request LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support/Assistance Resolution Notes: Assisted user with raising the relevant request for AS400 access via My IT Corner. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: After Zscaler troubleshooting, the error of "this site can't be reached" persists. BEFORE YOU START: Follow KB0018978 STEPS: Create a log file from the Zscaler application (by Export Logs option) and assign the incident to GIO-SEC-PSS-RUN-L2_L3. LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Internet Access Configuration item: Secure Internet Access - PROD Category: Application Subcategory: Support / Assistance Assignment group: GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User reports a performance issue or slower operation related to the AAT application. STEPS: Assign an incident to BEC-AAT-L3. LOGGING CATEGORISATION: Business service: BEC - AAT Configuration item: AAT - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): BEC-AAT-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User calls because they cannot print, as the print button does not present itself. This is a problem users face when trying to print DOCUMENTS, it does not produce when trying to print a site. STEPS: Agent needs to configure an actual printer as device to use. User encounters the print screen in Chrome, while trying to print a document, with the blue button saying "Save": As you can see, the blue "Print" button is replaced with a save button. In this case you need to click on the "Change" button under "Destination"... ...and select the desired printer. By doing this, the blue button will turn back to "Print". LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal PrinterModel/brand of the target printer: According to the case In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MANAGED PRINTING SERVICES Configuration item: Printer name or PC hostname if applicable Category: Devices Subcategory: PrintersResolution Notes: Printer assistance and configuration request submitted.
COUNTRY/REGION:Poland ENTITY: BIS EUROPE SYMPTOMS: User PL-AL POLAND/PL-ALKAT user is calling to ask for assistance with AutoCad existing license. BEFORE YOU START: Make sure the user has already an AutoCad license. If not, please follow KB0044018 STEPS: Assign an Incident (issue with existing license) to PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Hostname of PC Category: Application Subcategory: Access / Rights Assignment group: PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The DS does not yield a green or red light when scanning a USB flash drive. BEFORE YOU START: The DS should have been registered. This can be checked in the CMDB: https://airliquide.service-now.com/nav_to.do?uri=%2Fu_cmdb_ci_decontamination_station_list.do%3Fsysparm_nostack%3Dtrue%26sysparm_userpref_module%3D1f305f511bf9e010b11487bde54bcb27 When selecting the hostname of the affected DS in the configuration item field, please double-check the MAC address of the device as well. Example: Also, the DS should be connected using the adapter supplied by the vendor and connected to a network switch as indicated in the CMDB. Check if the DS is well powered on. STEPS: 1. Ask the user to turn off the device for 2 minutes, then turn it back on. 2. Check the size of the USB flash drive and try to scan a USB drive with a smaller capacity 3. Try scanning a formatted USB flash drive 4. In case issue persists, assign the incident to GIO-SEC-PSS-RUN-L2_L3 LOGGING CATEGORISATION: Business service: GIO - SEC - Decontamination Station Configuration item: Hostname of DS (eg. JP108-DST-PROD-001) Category: Devices Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User might be calling declaring some network slowness after the implementation of a new network line and equipment within the current site. BEFORE YOU START: -GIO is launching a Group-wide IT project to upgrade the network connectivity of 2,500+ sites. By choosing internet links over private network technologies, Air Liquide will be more reactive to accommodate growing bandwidth needs, supporting at the same time the Group digital. -Provide each AL site with direct internet access, instead of data center access , internet links will be introduced onsite to access cloud resources directly -This will allow AL to be more reactive using internet links which are more scalable by design -On selected sites, AL is introducing software-defined WAN architectures which will improve : Agility , security and performance STEPS: Check with an SME to know whether the migration was done or not within the requested site . - Perform the basic network troubleshooting for the network slowness KB0012628 Please don't forget to mention within the ticket that the slowness issue is related to BOOST before assigning to the resolver group. There will be a local contact on each location >> Direct contact between the network team and local contact LOGGING CATEGORISATION: Business service: GIO-NET-Fixed & Mobile Communications Category: Network Subcategory: Service degradation Assignment group (if not L1): GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling regarding installation of : Dexcom BEFORE YOU START: No request is needed, it is just optional. STEPS: Download the application from Dexcom site and install it with Admin credentials. Link : https://clarity.dexcom.com/professional/uploader-software After download and install , user must login to this page to be able to use Dexcom app https://clarity.dexcom.eu/professional/patients/1828476489741402112/upload/start/1828476489741402112/upload LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Bug/Defect Configuration Item: Hostname Resolution Notes: Assisted the user to install the medical application : Dexcom TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, balazs, bhc, bts, care, com, corp, dexcom, english, health, health care, hhc, medical, software, tarczy@eu
NaN
KB0048816
BTS - Pharma ERP - routing
English
balazs.tarczy@eu.corp.airliquide.com
40
Dennis ROSENKRANZ
Uncategorized
Published
2025-07-30 12:29:03
6
GIO Service Desk
NaN
#########
NaN
BHC - VADE - Pharma ERP
NaN
NaN
NaN
15
2025-07-29 12:39:04
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with Pharma ERP STEPS: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - Pharma ERP Category: Application Subcategory: According to situation Routing: BHC-VADE-Pharma TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Access Request Account Unlock Password Reset Application Error Data BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) ALTO Mobile is a solution for On Board Computing (OBC) & Field Services operations The aim of ALTO Mobile is to extend functionalities of the current IBO solution for bulk supply chain into a mobile delivery system solution. Vendor Info: ALIZENT Inc. Module: Logistics Applicability: Users from Americas Hub (excluding Airgas Cluster) All issues will be assigned to ALTO Mobile initially. They will decide whether it needs to be routed to TCS or other groups, no troubleshooting steps needed. Before escalating a ticket, check the user hub. 1. Create an Intake ticket 2. Document as much information from the user regarding the concern; Who (1 user or several others or all of them)Where (one site or several or all)When (date/hour)What actions lead to the issue (name of the screens, buttons used when operating)Is there any known conditions/operations (i.e. ongoing works on network)?Full error message if displayedone or several clear full-screen pictures 3. If the intake is an INC, Assess the priority: (can they work anyway ? Is there a degraded mode/ known workaround at their end ?) 4. Assign the ticket to the hub support group: AME: ALZ-AME-GCS-Remote Assets-L2 EU & AMEI: ALZ-EU-GCS-Remote Asset L2 APAC: ALZ-AP-GCS-Remote Asset L2 LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: AME: ALTO MOBILE AM - PROD EU: ALTO Mobile AWS Europe - PROD AMEI: ALTO MOBILE AMEI - PROD APAC: ALTO Mobile AWS APAC - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): AME: ALZ-AME-GCS-Remote Asset L2 EU & AMEI: ALZ-EU-GCS-Remote Asset L2 APAC: ALZ-AP-GCS-Remote Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:South-Africa, Saudi-Arabia ENTITY:BIS AMEI SYMPTOMS: Network LAN - is a specific site: Highveld Filling QC Lab, Network Connection issue / connectivity / access issue or Network LAN - dead / broken network point in terms of switch BEFORE YOU START: If generic Network issue it is WAN. - If it's a WAN ( Wide area network ) generic network issue / slowness follow: Network-Generic network issue (GLOBAL) KB0012628 STEPS: - If user is confirming that issue is with LAN: Highveld Filling QC Lab Network is a separate LAN (Local Area Network) network, and all LAN network issues managed by onsite team. >> Network-Generic network issue (GLOBAL) KB0012628 > assign to GIO-NET-SUPPORT-L1 If sent back > send to onsite teamNetwork LAN - dead / broken network point in terms of switch > Onsite Team :GIO-EUS-FS-SOUTHAFRICA-L2 or BAMEI-ALAR-L2 (Saudi Arabia) or BAMEI-VITALAIRE-L2 (SA-VITALAIRE) LOGGING CATEGORISATION: Business service: BAMEI-South Africa-Local infrastructure Category: Network Subcategory: Service Degradation Assignment group (if not L1): GIO-NET-SUPPORT L1 If sent back, send it to onsite accordingly: GIO-EUS-FS-SOUTHAFRICA-L2 (South Africa)BAMEI-ALAR-L2 (Saudi Arabia) BAMEI-VITALAIRE-L2 (SA-VITALAIRE) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
BTS - Printer Argox - configuration or can not print
English
balazs.tarczy@eu.corp.airliquide.com
72
Retha SMIT
Printing / Devices
Published
2025-09-29 13:49:09
6
GIO Service Desk
NaN
#########
NaN
BAMEI-Local printers
NaN
NaN
NaN
39
2025-06-12 13:02:52
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:South Africa/AMEI ENTITY:All SYMPTOMS: Argox Printer - installation or can not print (AMEI - South Africa) User reports that he need Argox printer to be installed / configured on the pcArgox printer does not print POSSIBLE CAUSES: User changed the cablesUser changed wrongly printing settings Computer was changed BEFORE YOU START: Argox printers are used for printing labels in South Africa Regions. This KA aims to describe the configuration steps for these printers also contains troubleshooting steps, in case the given printer is not working. STEPS: 1. First Argox printer installation and configuration: - Install the printer driver and then the ARGOBAR app from the following location: https://drive.google.com/drive/folders/18x9nSVuyS2lJJQLzkwDVX41vjYj2VsKx?usp=sharing - When the application is installed you will see the following icon the desktop: - When you open the app you will see the below settings: Click on "PRINTER Setup" - Make sure that the following settings are exactly the same as on below picture: example - output MUST be USB always, - Now we continue with the "PAGE SETUP Settings": The below pictures demonstrate the page setup settings: - Click on the highlighted icon to bring up the Page setup window: - Label Tab (start with this tab): Width=500, Height=249, Corner Roundness=30 Number of labels Rows =1 Columns = 2 Page Tab: Unit : needs to be 0.1 mm Page : Automatic Sizing - Margin Tab: All values: 5 - If all setting are correct, you will see the below when clicking on print: - If user wants to edit text, click on the T button: 2. Troubleshooting, user can not print: Describe the series of tasks that the user must do to solve the problem User needs to check if the cable connecting the printer and the desktop is still connected.Check if the printer is switched onCheck if the settings are still correct based on the above configuration stepsCheck if the ribbon and stickers are still on the printer. ( Ribbon should not be too tight or too loose ) LOGGING CATEGORISATION: Business service: BAMEI-Local printers Configuration item: Printer name Category: Devices Subcategory: Printers Assignment group: L1>>L1.5>>GIO-EUS-FS-SOUTHAFRICA-L2 TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1, L1.5, L2
BTS - Adobe Acrobat Reader - How to setup Gmail as the default mailbox
English
balazs.tarczy@eu.corp.airliquide.com
56
Chiheb YAHIAOUI-SC
Uncategorized
Published
2025-08-28 12:18:49
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
34
2025-08-28 12:17:12
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: The user is calling to inquire on how to setup Gmail as the default mailbox. POSSIBLE CAUSES: Microsoft Outlook is the default mailbox in Adobe, please follow the steps if you desire switching to a different mailbox. STEPS: 1- Open Adobe acrobat reader. 2- Go to Edit then click on preferences. 3- under categories, select "Email account" 4- Click on ADD, then enter your Gmail credentials. 5- Save and test LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Support / Assistance Resolution notes: Service desk will assist to make adobe as default via gmail TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: L1
COUNTRYCanada ENTITY:BIS AMER SYMPTOMS: If a user is contacting the Service Desk about: Password ResetsAccount UnlocksOther requestHardware issue BEFORE YOU START: Moneris is is a web portal for credit card payment. STEPS: Hardware issues: Hardware issues are handled by Moneris directly, advise user to get in contact with Moneris Support on https://www.moneris.com/help/MGP-EN/Troubleshooting/Contact_us.htm For password reset, account unlock or other requests: Guide user to contact by mail to Nicolas Trudel - nicolas.trudel@airliquide.com After guiding the user, open an Interaction, then open and close a request based on the below LOGGING CATEGORIZATION. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic; IT Manager or related lineExplanation: Redirection to Moneris Support/Moneris Key User In case of blank ESS ticket: Business Service: BAM - Customer Relationship Management Category: Application Subcategory: Support / Assistance
BTS - CONCUR TRAVEL - User cannot see the approver's name in the Concur Travel Request
English
balazs.tarczy@eu.corp.airliquide.com
241
Pierre GAC
Uncategorized
Published
2025-07-21 9:27:30
4
GIO Service Desk
NaN
#########
NaN
Travel expense management
NaN
NaN
NaN
50
2025-07-21 9:19:07
#########
NaN
BCF-GLOBAL APPLICATIONS-WEB APPS
COUNTRY/REGION:EU ENTITY:ALL except BIS E&C SYMPTOMS: User can't see/select the approver's name in the Concur Travel Request BEFORE YOU START: Normally, travellers must request travel approval from their manager before logging on to Concur and once the request is approved, they can book their tickets in Concur. The booking is self-approved if it is in line with the travel policy. Since the restrictions imposed by the group since the Covid crisis, all travel is considered outside the travel policy and each trip is subject to approval by the branch managers. At present, the restrictions are valid until 1 July 2021, travellers can consult the group's security website for more information.Non-travel policy requests should be sent to the people from Finance.As discussed, it is important to make sure that the person to whom you send the approval will be able to validate it, as it is impossible to transfer it to someone else, you have to start the whole process again. STEPS: Put * in the field, the names appear, select an approver and submit the request. Please note that the travel approver is not the same as CARM approver. After putting * in the field, all available approvers will be listed (The raison why is not the same: travel part will be approved by Finance) In case the issue persists, redirect user to the Local Travel Agency as per KB0014300. LOGGING CATEGORISATION: Business service: Travel expense management Configuration item: E-Expense Concur SaaS - Travel - PROD Category: Application Subcategory: Support / assistance Resolution Notes: Assisted user on how to search for approver's name in Concur Travel. TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
BTS - PLACE2SHARE- How to manage folders and files in Place2Share
English
balazs.tarczy@eu.corp.airliquide.com
64
Changhou LOW-SC
Uncategorized
Published
2025-09-29 13:56:26
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - PLACE2SHARE
NaN
NaN
NaN
13
2025-07-22 9:11:04
#########
NaN
GIO-EUS-DWP-L4
COUNTRY/REGION: Global ENTITY: All Summary: How to manage folders and files in Place2Share Applicability/scope: All domains SYMPTOMS: User is calling for assistance on how to manage folders and files in Place2Share. BEFORE YOU START: On this platform, users can store their files in secure folders which they can share with external users. To create a folder from an existing folder on their desktop, they need to click on Upload, then Upload a folder. STEPS: 1. Create folders: To create a new folder and choose the files the users wish to add in it from different locations on their computer: 1: click on My folder Once created, the folder will be accessible from My folder. 2. Press +New button, Folder and Save 2. Upload files to folders: Users can upload files securely to folders from their desktop. Once uploaded, users can share the folders so that folder members can access the files. 3. Share folders: Once the user has uploaded files to folders, he/she can share the folders to collaborate with other users. They have to open the folder they want to share, and then in the Members pane, click Invite. After sending the invitation, users can use the Members pane to change the role of a specific user as shown below: Please note that by default, documents will be stored for a period of 14 days. 4. Managing folders with different options (security, roles, versioning, etc.): 5. Once a folder is shared with someone, users can use the Members pane to change the role of a specific user: LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - PLACE2SHARE Configuration item: PLACE2SHARE - PROD Category: Application Subcategory: Support / Assistance Resolution notes: SD will guide user to manage folders and files in Place2Share TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: User from AMEI needs to report an issue with a server. BEFORE YOU START: If user from AMEI needs the server to be mapped, please follow KB0021612. If user from AMEI needs to request access to a server, please follow KB0049231. STEPS: Server issues : For any server issues that users might encounter , assign incident to the onsite team . LOGGING CATEGORISATION: Business service: BAMEI-"country name" -Local infrastructure Configuration item: name of the concerned server Category: Cloud infrastructure Subcategory: depending on issue access / assistance Assignment group (if not L1): L1.5 > Onsite TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:POLAND ENTITY:ALKAT BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling because ALEA application is corrupted. STEPS: Open an Incident and assign it to PL-AL POLAND-LCC-L2 LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: ALEA - PROD Category: Application Subcategory: Bug/Defect Assignment group: PL-AL POLAND-LCC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:*GLOBAL* ENTITY:*ALL* SYMPTOMS: User need to update the OS of Android. POSSIBLE CAUSES: Old version of Android is 11. BEFORE YOU START: Update of Android has been requested but not happened or removed Intelligent HUB profile from the device. *Please note if user is using personal device or Airliquide one. STEPS: 1. Make sure your device is connected to Wi-Fi. 2. Open Settings. 3. Select About Phone. 4. Tap Check for Updates. If an update is available, an Update button will appear. Tap it. 5. Install. Depending on the OS, you'll see Install Now, Reboot and install, or Install System Software. Tap it. Your phone will reboot. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: HUBNOSERIAL Category: Devices Subcategory: Support / Assistance Assignment group if not L1 : GIO-EUS-SD-EUROPE-L1; if the update is blocking then guide user in My IT corner to order a new phone. Resolution Notes: Guided user to update OS of the phone. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Service Desk analyst is unable to select CI under GIO - EUS - UWP - Windows OS (e.g.: pw reset). There is no hostname assigned to user. POSSIBLE CAUSES: 1. If there is no hostname to select the device, it means the device has not been detected by discovery tool Marimba, named also BBCA. So in this case, the device is not connected to the network. If the device is not connected to the network, it is not discovered and not assigned to the end user. So the end user must connect the device (1) and/or could seek assistance from Local IT. Once done, PC must be detected and imported in MMS from BBCA (hostname will be discovered "Serial Number"; User Name; The process is automated. The ITAM will no create any device in the tool or manage any request to create the device.2. If the device does exist in the ITSM but the device is in asset status "in stock" and asset substate "available"; the Service Desk or any Local IT can create a request "transfer a device" for the end user that will need to work with the device.3. If the device is assigned to another end user, the Service Desk or any Local IT will have to create for the end user that needs to work with the device a request of transfer, in order to transfer the device from the previous end user name to the new end user name.Please do not create any incident to the ITAM. STEPS: 1: Get the important details (Computer name, hostname, serial number or service tag) 2: Open incident and assign it to: EU: GIO-EUS-ITAM-EUR-L3 AME: GIO-EUS-ITAM-AME-L2 AMEI: GIO-EUS-ITAM-AMEI-L2 APAC: GIO-EUS-ITAM-APAC-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Category: Devices Subcategory: Hardware Assignment group: EU: GIO-EUS-ITAM-EUR-L3 AME: GIO-EUS-ITAM-AME-L2 AMEI: GIO-EUS-ITAM-AMEI-L2 APAC: GIO-EUS-ITAM-APAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Support team above based on user's location
BTS - Google Drive - "This file type might be dangerous" error when downloading PDF file
English
balazs.tarczy@eu.corp.airliquide.com
92
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:59
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
42
2025-06-11 13:13:43
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: "This file type might be dangerous" error message appears when downloading PDF files from Google drive. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: 1. Please inform the user: The warning message "This file type might be dangerous" when trying to download PDF files was implemented recently to warn users that the file might be dangerous, but that doesn't mean that the file is actually dangerous. There is currently an internal ticket related to this behavior where the Drive engineering team is discussing if this message is appropriate as it is causing confusion to end users. 2. Open a P4 incident ticket, and relate it to INC118529 parent incident, then send it to the Kite L2 team, as they are doing an internal investigation. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, balazs, bts, com, corp, dangerous, download, downloading, drive, english, file, file download, google, google drive download, google drive file, harold, might, ousset, pdf, tarczy@eu, this file type, this file type might be dangerous, type, when
NaN
KB0018907
BTS - Google Slides - how to convert a PowerPoint file to Google Slides
English
balazs.tarczy@eu.corp.airliquide.com
49
Harold OUSSET
Uncategorized
Published
2025-07-30 6:12:01
7
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
30
2025-07-02 11:49:16
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to open .PPTX file but because of the lack of the PowerPoint Viewer 2016 application he/she is not able to do so. POSSIBLE CAUSES: The Power Point Viewer 2016 application got uninstalled from the user`s pc in the frame of the Office 2016 removal project. STEPS: Go to Google Drive. 2. Select Slides. Go to Google Slides. ... 3. Open a "Blank" presentation. Create a blank Google Slides presentation. 4. In a new Presentation, select "File," then "Import Slides." 5. Upload the PowerPoint file. 6. Select the newly-converted Slides. In case of an error message, please ask the user to try to open directly in Google Drive and save in slide format after opening. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: We opened the presentation in Google Slides. TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs, bts, com, convert, corp, english, file, google, harold, how, microsoft, ousset, point, power, powerpoint, pptx, slides, tarczy@eu, to
NaN
KB0021541
BTS - AAT - Functional issue, Bug/Defect
English
balazs.tarczy@eu.corp.airliquide.com
7
Mateusz DREHER
Uncategorized
Published
2025-08-25 17:36:41
5
GIO Service Desk
NaN
#########
NaN
BEC - AAT
NaN
NaN
NaN
0
2025-08-25 17:32:32
#########
NaN
BEC-ALAIR-L3
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User reports bug or defect regarding AAT application behavior or data. STEPS: Assign an incident to BEC-AAT-L3. LOGGING CATEGORISATION: Business service: BEC - AAT Configuration item: AAT - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BEC-AAT-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User needs assistance to change the display language in Excel BEFORE YOU START: Make sure user already has Excel installed on the PC. If user does not have it installed, user should request the installation as per KB0019506. STEPS: 1 - Go to File> More > Options 2 - Click on Language 3 - In "Office Display Language", click on the language the user wants to see as primary and then click on "move up" until it is on the first place. 4 - If you cannot see the language the user wants, it will be necessary to install the language pack. 4.a - Close excel application 4.b - Install the appropriated package language through BBCA: https://marimba.apps.airliquide.com:5282/GIO/Components. The Language packs are named as per the following structure: For Portuguese: g_00720_microsoft_office-2016-lp_pt-pt_30For Italian: g_00713_microsoft_office-2016-lp_it-it_30 4.c - After the installation, reopen excel and follow the steps 1 to 3 again. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Excel application display language was changed as requested. TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: Users wants to have some information about the application or data (info about backups, development date, backlog, pending tickets). STEPS: Assign an Incident ticket to BEC-AAT-L3 LOGGING CATEGORISATION: Business service: BEC - AAT Configuration item: AAT E&C - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEC-AAT-L3 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
BTS - BAR+ - Unable to login to Bar+ or user doesn't have a default sales rep
English
balazs.tarczy@eu.corp.airliquide.com
142
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:13:07
7
GIO Service Desk
NaN
#########
3.00
BAP - HUB - BAR+
NaN
NaN
NaN
121
2025-05-14 12:47:03
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to login to Bar+ / user doesn't have a default sales rep. POSSIBLE CAUSES: 1. Active user may not be in access level as Sales Rep , SM or BS 2. BAR+ country group may be assigned wrongly. 3. Associate sales rep may not be assigned. STEPS: 1. Click the AL Security shortcut to launch the application. 2. AL Security Login screen is displayed. 3. The default Application is set as Gideon. 4. Select the Country of the user. 5. The AL Common Security Manager window opens. 6. Click on the Security tab and click Security Manager option. 7. The Security Manager screen is displayed as shown below: 8. Click User. 9. Click the Edit button. 10. Modify the Access Level as Sales Rep. 11. Modify the User Status as Active. 12. Click icon. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, balazs, bar, bts, com, corp, deepak, default, doesn, english, hasani-sc, have, login, rep, sales, tarczy@eu, unable, unable to login to bar+ or user doesn't have a default sales rep in bar+
NaN
KB0022447
BTS - Teta ME - corrupted
English
balazs.tarczy@eu.corp.airliquide.com
29
Bartosz BURY
Uncategorized
Published
2025-09-12 14:06:54
5
GIO Service Desk
NaN
#########
NaN
BEC - Local Business Applications
NaN
NaN
NaN
79
2025-09-12 13:59:49
#########
NaN
BEC-GLOBAL-APPS-L3
COUNTRY/REGION:POLAND ENTITY:BIS E&C SYMPTOMS: E&C Krakow user is calling that he/she is having any kind of functional issue regarding the Teta ME application. Teta ME is a web portal to the HR system in Kraków. (Users, employees use it to request holidays, other kinds of absence or get a report, pay slip, tax declaration etc.) BEFORE YOU START: URL: https://plkr-tetame.eu.corp.airliquide.com/ It is a pure web app, no client side components needed except the browser. It works fine on both Chrome and Edge browsers. It is an intranet only site. On computers it is accessible in the office LAN or outside through Ivanti VPN. It does not work on mobile devices. The Teta ME app is used by users in E&C Kraków only, but may be used also by managers in other E&C centers, if they have subordinates in Kraków. STEPS: Ask user to inform HR in Kraków via email as they are not a group present in MMS. Aneta Lorenc LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related line Explanation/context: Guidance to MyITCorner/IT Manager/related line. In case of blank ESS ticket: Business service: BEC - Local Business Applications Configuration item: Teta HR - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Advise user to inform HR about this matter ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:ITALY ENTITY:ALL SYMPTOMS: User has 403 error with https://www.aifa.gov.it/ STEPS: Delete cookies and browsing history. LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Category: Application Subcategory: Support / Assistance Resolution Notes: Deleted cookies and browsing history. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User wants to have access to the AITS application. New account is needed. STEPS: Assign an INC to BEC-AITS-L2. LOGGING CATEGORISATION: Business service: BEC - AITS Category : Application Subcategory: Access / Rights Assignment group (if not L1): BEC-AITS-L2 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User contacted in need of requesting access to AL Media Library (https://medialibrary.airliquide.com/login/). STEPS: 1. Guide user to CARM (https://carm.apps.airliquide.com/Carm/CarmInit.do). 2. Guide user to "My Access" in CARM. 3. Raise a request for AL MEDIA LIBRARY access. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: AL Media library access request in CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, al, al media library, balazs, bts, cao, carm, com, corp, english, how, library, media, media library, request, tarczy@eu, vincent
NaN
KB0042639
BTS - Windows Shared Drive Access- Not CARM managed network drive access
English
balazs.tarczy@eu.corp.airliquide.com
341
J'Rose MATUTINA-SC
Windows - Storage / Performance
Published
2025-07-30 11:35:28
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
40
2025-05-23 8:46:08
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:AMER ENTITY:BIS AMERICAS SYMPTOMS: User is reporting no access with the network drive BEFORE YOU START: Always verify the list of servers managed by CARM, if applicable, have user request the access through CARM CARM - List of file servers managed by CARM (Global) CARM managed network drive access: Redirect user to CARM to request access as per KB0012352 STEPS: Open the ticketGet the complete path of the network drive/folder and the server name.If the user does not have it, have him/her ask his/her manager or colleagues.Ask user the type of access or permission that he will need to have (read only, write permissions, full access, etc.)Must obtain approval from the CARM approver/manager and/or shared folder Owner following the next guidelines: Email must be sent from the SNOW tool, the ticket created for user. ONLY 1 single email must be sent to the members needed, DO NOT send in separate emails if multiple approvals are require.Use the "To" field for user's Manager and "CC" for the rest.The email body must include: User's full name and email addressThe complete path and folder name that the user is requesting access toThe type of access being requested. If multiple approvers: write a note in your email body stating the following: "Please select REPLY TO ALL option to respond to this message.If you need to send a new email always include ALL members and Copy/Paste all the previous email tread you have received, use the same Subject as the original email.All approvals must be gathered on the ticket before providing access to the requested folder. Once email is answered with approval, grant the access to the shared drive or folder. Access the network/shared drive in a Windows Explorer folder Select the folder that the user needs to access Right click on the needed folder Select PropertiesSelect Security Tab Select the group the user needsIf unable to see the security group, assign the ticket to the group support the Share Folder Go to the users profile in Active Directory Go to Member Of tabSelect AddAdd the security group to the user's AD account After adding the group, update the computer's policy: Open CMDType gpupdate /forceOnce completed, restart the computer If still unable to access, ask user to wait 24 hours for it to replicate. For Canada CA-ALC & Vitalaire Network/Shared Drive access see Air Liquide Canada - Support Model (AME) For ALAM Network/Shared Drive access, see Air Liquide Advanced Materials Inc. - Support Model (ALAM) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Cloud infrastructure Subcategory: Access / Availability Resolution Notes: Service Desk will remote in to users PC and perform troubleshooting TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Europe ENTITY:ALL SYMPTOMS: User's computer having hardware issues. In this case Webcam (not detected, bad quality ) BEFORE YOU START: Make sure the computer in question is a GIO Rental device. Purchased devices are not under DELL guarantee. STEPS: Perform the following troubleshooting steps to gather information that will be helpful for Dell Team to understand and act on the problem of user's computer. DiagnosticsResultsIs there any physical damage? Could you check if the camera option is enabled in the BIOS? Driver updates (BIOS and video) Have you manually uninstalled/reinstalled the camera driver through the Device Manager? Could you run the test EPSA (F12) and share the error code? Is the camera properly detected under EPSA in the Configuration tab? If yes, does it display an alphanumeric value (combination of numbers and alphabets)? Customer information and availabilitiesResultsIntervention address Two reachable phone numbers (including a mobile number) Your availability Professional email address After troubling shooting is done, if you are opening a DELL ticket, please copy past this template into their ticket. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
BTS - Citrix Client Download URL is not configured. Please contact your system administrator.
English
balazs.tarczy@eu.corp.airliquide.com
418
Pierre-Eric SAVARY
Uncategorized
Published
2025-07-29 20:16:28
6
GIO Service Desk
NaN
#########
4.00
GIO-CS-EUR-PaaS Virtualization
NaN
NaN
NaN
71
2025-06-02 9:05:10
#########
NaN
GIO-CS-SD-CITRIX-L2
REGION:GLOBAL ENTITY:ALL SYMPTOMS: Citrix Client Download URL is not configured. Please contact your system administrator. STEPS: 1. remove Citrix client 14.12 (through Add/Remove Programs) 2. remove from registry (regedit.exe) this key : HKEY_CURRENT_USER\Software\Citrix 3. remove all Ivanti components (through Add/Remove Programs) 4. restart computer 5. reinstall Citrix client 12.3 (Citrix Online plug-in - Web 13.5 MB) https://www.citrix.fr/downloads/citrix-receiver/legacy-receiver-for-windows/online-plug-in-123.html 6. launch IE and reset settings 7. connect to Ivanti portal For BP users please follow: KB0012197 If the issue persists, please route the incident to GIO-EUS-SD-EUROPE-L1.5. (They will route the incident further to GIO-CS-SD-CITRIX-L2) LOGGING CATEGORISATION: Business service: GIO-CS-EUR-PaaS Virtualization Configuration item: CITRIX - PROD Category: Application Subcategory: Bug/Defect Resolution Notes: After reinstallation, user was able to launch applications from Citrix TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
administrator, airliquide, application, balazs, be, bts, can, cannot, cannot connect login to citrix (e.m.: citrix client download url is not configured.), citrix, citrix client download url is not configured. please contact your system administrator., citrix connection, citrix pre-prodction, client, com, configured, connect, connection, contact, corp, desktop, dev, dev server, download, english, executed, file, host, ica, ica file, jump, jump host, launch, launched, login, not, open, pierre-eric, pre-prodction, run, savary, server, software, system, tarczy@eu, type, unable, unable to launch your application, url, vitrual, wifi, windows, windows cannot open this type of file (.ica), your
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: After software uninstallation via Control Panel, user has "MSI error 1603: Fatal error during installation" error. STEPS: Uninstall software and unsubscribe from package via BBCA. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Application Subcategory: Installation / Deployment TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Ireland & UK ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is unable to access to Outlook because it's asking for password. STEPS: Outlook for Irish HHC users and few UK HHC user is hosted in UK email server. If Irish or UK outlook user has issues in outlook (for example: outlook asking for password in virtual Citrix desktop or in physical computer of the user, or outlook no more working on smartphone) user has to contact first the administrator for (all) Irish and the (few) UK outlook users: Ian Parkin +44 1905 823 395 or +44 7973 616 508 If the administrators can not solve the simple issues like password reset for the Irish outlook users, they will navigate user to the next support level. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which topic: IT manager or related line In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: Users wants to have some information about the ASP application or data (info about backups, development date, backlog, pending tickets) STEPS: Assign an INC to BEC-ASP-L3. LOGGING CATEGORISATION: Business service: BEC - ASP Configuration item: ASP - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEC-ASP-L3 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
BTS - Accessories (network cable, HDMI,VGA, charger, mouse, docking, battery) - not working properly
English
balazs.tarczy@eu.corp.airliquide.com
416
Hassen HOUAIDI
Network / Connectivity
Published
2025-07-30 11:08:57
6
GIO Service Desk
NaN
#########
NaN
BAMEI - EUS - UWP - Hardware service
NaN
NaN
NaN
90
2025-05-07 9:21:19
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: User is having issues with an accessory (network cable, HDMI,VGA, charger, mouse, docking, battery). BEFORE YOU START: If user needs to request an accessory for the first time follow KB0020552. STEPS: - Perform basic troubleshooting/crosschecks etc. - In case of battery issue: you need to check what the user is saying to confirm if the battery health has an issue => install DELL command power manager - If unable to resolve any accessories issues will be managed by the onsite team. - Open an incident and assign to the relevant onsite team according to the Country. ( after consultation with the SD L1.5 team) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Category: Devices Subcategory: Accessories Assignment group (if not L1): L1.5>Onsite South Africa: GIO-EUS-FS-SOUTHAFRICA-L2North Africa: BAMEI-TUNISIA-L2, BAMEI-MOROCCO-L2BAMEI-UAE-L2BAMEI-QATAR-L2BAMEI-EGYPT-L2 BAMEI-ALAR-L2SA Vitalaire : BAMEI-VITALAIRE-L2India: BEC-EUS-FS-DEL-L2Nigeria : BAMEI-NIGERIA-L2Ghana: BAMEI-GHANA-L2India: BAMEI-INDIA-L2BAMEI-BENIN-L2BAMEI-BURKINAFASO-L2BAMEI-CAMEROON-L2BAMEI-CONGO-L2BAMEI-IVORYCOAST-L2BAMEI-GABON-L2 BAMEI-MALI-L2 BAMEI-SENEGAL-L2BAMEI-TOGO-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is reporting a DNS issue. BEFORE YOU START: Whenever a user reports an issue regarding DNS rules or connection, the agent will first ask whether it's a Private or Public DNS, depending on this, the ticket will be assigned to the correspondent resolver group. For Public DNS issue, check the following KB: STEPS: For Private DNS issues, get all relevant information from the user, such as DNS zone, kind of record, record name and target value. (Users may not have all the information or may not know the information by name, but they can provide a detailed description of the issue with relevant information). Once you have the necessary information, please assign the incident ticket as per the below categorization. LOGGING CATEGORISATION: Business service: GIO - SEC - On-site Firewall Category: Network Subcategory: DNS Assignment group: GIO-SEC-AD-AUTHENTICATION SERVICES-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Object tab not visible in Active Directory when checking the information regarding PC on domain. STEPS: 1. In Active Directory go to View option - tick the Advanced Features 2. Search for a user or device, click on Properties and there is the Object Tab Additional steps if you want to open the attributes of the user object: Expand the console tree, and right-click on the user object whose mandatory properties you wish to see.From the menu that pops up, click Properties.A dialogue box will appear that shows the user objects properties. Select the Attribute Editor tab.In the attribute editor tab click the Filter button. A submenu with a list of attribute types will pop up. TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1 or L1.5
active, active directory, ad, airliquide, balazs, bts, com, corp, directory, english, gerhards, in, maik, not, object, tab, tarczy@eu, visible
NaN
KB0043957
BTS - Servitrax - account modification
English
balazs.tarczy@eu.corp.airliquide.com
104
Marine PEREZ
Uncategorized
Published
2025-09-29 12:56:03
5
GIO Service Desk
NaN
#########
NaN
Cylinder Tracking
NaN
NaN
NaN
19
2025-07-28 12:20:37
#########
NaN
ALZ-EU-GCS-Returnable Assets-L2
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User needs to modify his Servitrax account. BEFORE YOU START: Make sure user already has a Servitrax account. In case user does not have one yet, follow KB0014779. STEPS: Create Incident and assign it to the proper team (based on entity) who is responsible for account management. LOGGING CATEGORISATION: Business service: Cylinder Tracking Configuration item: SERVITRAX EUROPE - PROD Category: Application Subcategory: Access Assignment group (if not L1): According to the Entity: DE-ALD (AL GMBH): DE-ALD-SERVITRAX-L2 DE-ALM GMBH: DE-ALD-SERVITRAX-L2 CH-CARBAGAS: CH-CARBAGAS-SERVITRAX-L2 ES-AL SPAIN: EU-IBERIA-AUTHORIZATIONS-L2 (managed by Adolfo Enamorado) ES-ESPANA MED: EU-IBERIA-SERVITRAX-L2 ES-GASMEDI: EU-IBERIA-AUTHORIZATIONS-L2 (managed by Adolfo Enamorado) ES-VITALAIRE: EU-IBERIA-SERVITRAX-L2 FR-ALFI IM: FR-ALFI-DSSI-L2 FR-ALSF: FR-ALSF-SERVITRAX-L2 FR-ALSS: FR-ALSS-INDUSTRIAL OPERATIONS-L2 EU-EMS: EU-EPS-SCM-PG IT-ITALY SANITA SERVICE: IT-ITALY SANITA SERVICE-SERVITRAX-L2 IT-ITALY INDUS: IT-ITALY INDUS-SERVITRAX-L2 BE-AL BELGE: BE-SERVITRAX-L2 BE-AL MEDICAL HP: BE-SERVITRAX-L2 NL-ALBV: NL-SERVITRAX-L2 NL-SCOTT: NL-SERVITRAX-L2 PT-AL PORTUGAL (SPAL): EU-IBERIA-AUTHORIZATIONS-L2 (managed by Adolfo Enamorado) PT-PT MED: EU-IBERIA-SERVITRAX-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:South Africa ENTITY:ALL SYMPTOMS: User is facing an issue while configurating an OKI printer or he is no longer able to print on it. POSSIBLE CAUSES: The computer connected to the printer has gone into sleep mode.Cable connecting the printer and the desktop has been disconnected or faulty.The usb port that the cable was connected to initially when we set up the printer has been changed and that will need to be set up again with the new port.Change of computer that was connected to the printer without informing IT BEFORE YOU START: If it is not the first time setup, is there any error message?Please consult the below file to find printer names and associated Host Computers: https://docs.google.com/spreadsheets/d/1ULx9vDQniz64zEdhs7EObB_Duoq7GXTXTKW15Kqyklw/edit?ts=604f3278#gid=0 STEPS: Possible issues during configuration: Scenario 1: If the Host Computer is unreachable from the end-users computer, try to ping it from CMD, if it is not replying, please ask the user if the computer is on and if it is connected to the network. Scenario2: If the printer is not found on the Host Computer indicated in the file, please ask the user to check which is the computer that is physically connected with the printer via USB cable: a. If the printer is now connected to a different computer, use that computer as the host b. If the printer is still connected to the computer indicated in the file, we need to check whether it is correctly installed on the host computer, please send the ticket to L1.5 for further troubleshooting LOGGING CATEGORISATION: Business service: BAMEI-Local printers Category: Devices Subcategory: Printers Assignment group (if not L1): L1.5 > GIO-EUS-FS-SOUTHAFRICA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, balazs, bts, com, configuration, corp, english, incident, issue, local, maluleke-sc, oki, oki local printers, printer, printers, set, set up, setup, tarczy@eu, terrence, up
NaN
KB0043849
BTS - AS400 - corrupted
English
balazs.tarczy@eu.corp.airliquide.com
228
Maik GERHARDS
Uncategorized
Published
2025-09-29 14:34:52
6
GIO Service Desk
NaN
#########
4.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
30
2025-09-15 12:24:08
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: User reports that the application AS400 is corrupted and does not work properly. STEPS: Reinstall AS400 via BBS by the following package -> e_01007_ibm_i-access-windows-07.01.0001_ml_48 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Category: Application Subcategory: Installation / Deployment. Resolution Notes: Reinstalled AS400. Afterwards, the application worked properly. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS - WISE - Transfer/delegate Wise commands to another Wise account
English
balazs.tarczy@eu.corp.airliquide.com
88
Ute SCHOPEN
Uncategorized
Published
2025-07-30 10:26:56
6
GIO Service Desk
NaN
#########
NaN
Procure to Receipt
NaN
NaN
NaN
55
2025-05-23 8:02:37
#########
NaN
BEU-PROCUREMENT
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: User would like to Transfer/delegate Wise commands to another Wise account. STEPS: The user can do it herself by using "Delegates" in her Settings in Wise. (The team: CGI-PROCUREMENT-L3 can not transfer the purchase orders to another user) Go to Settings (under user`s name) --> Click on Delegates --> Click on "Add a Delegate" And then the user will be able to add the user she wants. Wise SSO link LOGGING CATEGORISATION: Business service: Procure to Receipt Configuration item: WISE - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: We informed the user how to delegate commands to another Wise account. TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:LI Entities SYMPTOMS: AHC support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) The Asset Health Center (hereinafter referred to as AHC) is a web based application which centralises the data from different data sources to offer an overall view of assets health condition. The development of the application is part of Air Liquide Large Industries Asset Performance Management (APM) Program. The objective of AHC is to help users maintenance decision making, to keep being excellent in plant maintenance: Ensure high level of reliability, reduce un-reliability cost by anticipating the maintenance workReduce maintenance cost by doing the right thing at the right time This application is hosted in an AWS environment. The data can be imported from the Global Data Platform (GDP), SCADA and others (SIO.Predict), etc. URL: https://asset-health-center.airliquide.com/login/ To create a new user, please open an INC and assign it to ALZ L2 support group of the user hub. STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern; Who (1 user or several others or all of them) Where (one site or several or all) When (date/hour) What actions lead to the issue (name of the screens, buttons used when operating) Is there any known conditions/operations (i.e. ongoing works on network)? Full error message if displayed one or several clear full-screen pictures 3. If the intake is an INC, Assess the priority: (can they work anyway ? Is there a degraded mode/ known workaround at their end ?) 4. Assign the ticket to the hub support group: EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AM-GCS-Production Asset L2 LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: AHC - PROD Category: Application Subcategory: accordingly Assignment group (if not L1): EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AME-GCS-Production Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:ITALY ENTITY: BIS ITALY SYMPTOMS: User has no access to Vitalaire SB Italia (https://vitalaire.sbitalia.com/docsweb6/Framework/default.htm) website because they don't know their login credentials. STEPS: Out of scope, redirect user to Vitaliare support: https://it.vitalaire.com/numeri-utili LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Redirected user to Vitaliare support. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot access an application page. User gets an error message: Server Error in '/aplication name' Application. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: 1 - In Google Chrome, clean cookies and cache. 2 - Reset Google Chrome and try accessing the Webpage again. 3 - If KO, recreate google profile as per KB0039791. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration Item: Hostname Category: Application Subcategory: Bug / Defect Resolution Notes: User could access Application webpage. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, application, application issue, balazs, browser, bts, cannot access, chrome, com, corp, english, error, explorer, functional, functional issue, gerhards, google, google chrome, internet, internet explorer, issue, maik, not, not working, server, server error, software, tarczy@eu, webpage, working
NaN
KB0042781
BTS - Bluetooth - can not connect
English
balazs.tarczy@eu.corp.airliquide.com
116
Maik GERHARDS
Uncategorized
Published
2025-05-28 11:30:45
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
33
2025-05-28 11:10:36
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User can not use Bluetooth feature on his PC. Example of error messages ???????? POSSIBLE CAUSES: Driver is out-dated. STEPS: 1.Perform a BIOS update , follow KB0011847 2.Update Bluetooth Driver via Dell portal https://www.dell.com/support/ , for driver update follow : KB0020036 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: After driver and BIOS update, Bluetooth is functional. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The Windows start menu does not open, neither by clicking on windows button on the bottom-left of the screen nor by clicking on the keyboard. STEPS: 1 - Run task manager on the user`s PC. 2 - Find the process "Windows Explorer", right-click on it and press "End task" 3 - On Task Manager, click on "File"> "Run new task" 4- explorer.exe" and click on "OK" LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: The windows taskbar is working properly again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs, bar, bts, button, com, corp, disappeared, does, english, hardware, janos, key, menu, not, pc, software, start, start menu, tarczy@eu, task, task bar, timar-sc, windows, windows bar, windows button, windows key, windows pc, winkey, work
NaN
KB0014061
BTS - Google Calendar - create and share events with google group
English
balazs.tarczy@eu.corp.airliquide.com
89
Harold OUSSET
Uncategorized
Published
2025-08-13 10:22:37
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
43
2025-08-13 10:17:04
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance to create an event and share it with a google group via Google Calendar. STEPS: 1.Using Google Calendar, create an event. Learn how to create an event. 2.When editing the event options, in the "Add guests" box, type the name of the group youd like to invite. 3. After you add the group, to see the list of group members, to the left of the group name, click the Down arrow Down Arrow. Click Save. Now share an event to a google group using Google Calendar 1. Learn how to share a calendar in Google Calendar. 2. When editing the event options, in the "Add guests" box, type the name of the group youd like to invite. After you add the group, to see the list of group members, to the left of the group name, click the Down arrow Down Arrow. Click Save. 3. Export a list of names and email addresses. 4. You can download a file with a list of your group members and their email addresses to a CSV file. You can load the list into a spreadsheet to manage group membership, count members, or organize smaller groups within your group. Sign in to Google Groups.Click My Groups.Choose a group.Near the top right, click Manage.At the top, click Export members.If your group has more than 5,000 members, you can use this script to create the list. 5. In case of any issue please do tests by cancel and recreate the events, share again with participants, create a test event with you, cancel the duplicated ones before assigning the case to the resolver team. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: Users wants to have some information about application or data (info about backups, development date, backlog, pending tickets) STEPS: Assign an INC to BEC-AITS-L3 LOGGING CATEGORISATION: Business service: BEC - AITS Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEC-AITS-L3 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling regarding installation of : Glooko BEFORE YOU START: No request is needed, it is just optional. STEPS: 1. Download the application from the official website and install it with Admin credentials. For the Latest Glooko: https://my.glooko.com/uploader For the Latest Glooko XT (mostly used by professionals) : https://glookoxt.com/glooko-xt-uploader/ LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Installation / Deployment Configuration item: PC hostname Resolution Notes: Assisted the user to install the medical application : Glooko TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, balazs, bhc, bts, care, com, corp, english, glooko, glooko xt, health, health care, hhc, medical, software, tarczy@eu, xt
NaN
KB0013761
BTS - Citrix - Web Access for Business Partners and E&C Users
English
balazs.tarczy@eu.corp.airliquide.com
301
Maciej WISNIAK
Uncategorized
Published
2025-07-29 20:16:25
6
GIO Service Desk
NaN
#########
3.00
BEC - XEN Infrastructure
NaN
NaN
NaN
86
2025-06-02 14:42:05
#########
NaN
BEC-INFRA-EUDC-L3
COUNTRY/REGION:GERMANY / POLAND ENTITY:BIS E&C SYMPTOMS: User from E&C or 3rd party Business partner need assistance to access Citrix Business Partner. How to log/route Citrix Tickets from E&C Users/Business Partners Firstly, clarify whether the user uses E&C hardware or his own for the connection (it decides if the user needs to connect to the infrastructure externally or internally). First scenario External device -> 1st and 2nd point of this documentation is valid depending on which applications should be reachable for the user: RDP access to servers, SAP access -> 1st pointSmartPlant 3D, P&ID, Cadworx, Spoolgen, PVElite, SmartMaterials -> 2nd point Please keep in mind that besides the proper route of access, each user needs proper requests to be made for the application access in case of 2nd point. Those can be made via myITcorner -> Applications -> Engineering and Construction -> catalog items starting with Citrix. Second scenario Internal device, EnC employee -> 3rd point of this documentation is valid. Internal users should open Citrix web store while being attached to the corporate network or through Ivanti VPN (Europe 2). Similarly to First scenario - besides the proper route of access, each user needs proper requests to be made for the application access in case of 2nd point. Those can be made via myITcorner -> Applications -> Engineering and Construction -> catalog items starting with Citrix. STEPS: 1. Web Access to Business Partner - Europe (RDP access to E&C AWS servers, SAP Logon GUI ): Requested from CARM: Login screen after opening https://partners-eu.vpn.airliquide.com/ (when the okta is already configured) visible links after successfully login to https://partners-eu.vpn.airliquide.com/ with Business Partner (Business Partner - Europe): Please note: Access to Business Partner - Europe - issues should be checked by IT Service Desk - if not solved then the incident has to be redirected to GIO-EUS-SD-EUROPE-L1.5 (They route it further to GIO-CS-SD-CITRIX-L2)! 2. Web Access to Business Partner - E&C SP3D: requested from CARM: Login screen (when the okta is already configured): Please note: In case of problem to log in on this stage - issue should be checked by AL Helpdesk if not solved then the incident has to be redirected to GIO-EUS-SD-EUROPE-L1.5 (They should route it further to to GIO-CS-SD-CITRIX-L2)! visible links after successfully login to https://partners-eu.vpn.airliquide.com/ : Please note: In case of problem to log in on this stage - issue should be checked by AL Helpdesk if not solved then the incident has to be redirected to GIO-EUS-SD-EUROPE-L1.5 (They should route it further to to BEC-EUS-FS-xxx-L2 group)! 3. Access to E&C Citrix Desktops and Applications in the E&C LAN and AL VPN: URL: https://ec-citrix.apps.airliquide.com/Citrix/AWSWeb/ Please note: Access to E&C Citrix Desktops and Applications in the E&C LAN and AL VPN - issues should be checked by IT Service Desk, if not solved then redirected to GIO-EUS-SD-EUROPE-L1.5 (They should route it further to respective BEC-EUS-FS-xxx-L2 group)! 4. In case the SAP ECHO or MS Office needs to be added on Citrix Virtual Desktop for Business Partner Europe User need to open request in CARM My Remote Apps: LOGGING CATEGORISATION: Case 1: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT In case of blank ESS ticket: Business service: GIO-CS-EUR-PaaS Virtualization Category: Application Subcategory: Support / Assistance Assignment group: GIO-EUS-SD-EUROPE-L1.5 (they route it further to GIO-CS-SD-CITRIX-L2) Case 2: Show where to go request. In case of blank ESS ticket: Business service: GIO-CS-EUR-PaaS Virtualization Category: Application Subcategory: Support / Assistance Assignment group: GIO-EUS-SD-EUROPE-L1.5 (they route it further to GIO-CS-SD-CITRIX-L2 or respective BEC-EUS-FS-xxx-L2 group depends on which stage User has issue) Case 3: Business service: BEC - XEN Infrastructure Situation: According to the case (Availability [Incident] or Bug/Defect [Incident]) Assignment group: GIO-EUS-SD-EUROPE-L1.5 (they route it further to BEC-EUS-FS-KRA-L2) TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user has an issue with Bitlocker, upon booting the computer is either asking for the recovery key right away or it asks for PIN but after one attempt it asks for recovery key even if the PIN was entered correctly. BEFORE YOU START: The step-by-step instructions on how to solve the issue are to be performed by the respective onsite teams, the Helpdesk's role is to accurately capture the nature of the user's issue in the ticket, apply the categorization in this KB article and assign the ticket to the respective 1.5 team so that it can be sent to the onsite team. STEPS: 1: Suspend Bitlocker 1.1. Stop the DellMgmtAgent service: On services.msc as administrator and stop the service DellMgmtAgent 1.2. Open the a command prompt window as administrator and run the following command: manage-bde -protectors -disable c: -rc 0 2. Open a Command prompt in Recovery Mode The recovery mode can be entered by either from in an existing windows OS or using a CUW USB Stick. Option 1 is preferred by in case of issues with the local administrator account option 2 can be used. Option 1: Using Existing Windows Installation 2.1.1 Enter Windows Recovery Mode Navigate to Update & Security -> Recovery in the Windows Setting App and click Restart now under Advanced Setup 2.1.2 Open Command Prompt In the Recovery Mode Select Troubleshoot -> Advanced Options -> Command Prompt Option 2: Using a CUW USB stick In some cases opening a command prompt in recovery mode will fail due to no local administrators account being present. 2.2.1 Open Command Prompt In this case you need to boot from a CUW USB Stick until the initial welcome screen appears. Here you click on Exit and open command prompt which will open a cmd window. Alternatively the F8 key can be used to launch a command prompt. 2.2.2 Unlock Bitlocker partition In order to access the C: drive later first the bitlocker protection needs to be unlocked to do so type in the following command Manage-bde -unlock C: -RecoveryPassword The Part needs to be replaced by the 48 characters bitlocker recovery key. Hyphens must be included. After entering the partition is unlocked and you can proceed with Step 3. 3. Recreate EFI Boot Partition 3.1. Delete Boot Partition: Run the following commands: Run the following commands: DISKPART list disk #When booting from CUW Stick 2 disks will be present sel disk 0 list part #To identify the system partition sel part 1 delete partition override 3.2. Create Boot Partition and rebuild boot table Run below commands to create new boot partition: create partition efi size=100 format quick fs=fat32 label="System" assign letter="S" exit bcdboot C:\Windows /s s: /f UEFI 4. Reboot and Resume Bitlocker 4.1. Reboot the machine and start the DellMgmtAgent service if it is not running. 4.2. The DellMgmtAgent should automatically resume Bitlocker. If not manually resume bitlocker by using the following command in cmd (as administrator): manage-bde -protectors -enable 4.3. Reboot twice to make sure the PCR can adjust themselves and check if the issue still persists 5. In some cases the error message The system cannot find the file specified when resuming bitlocker manually. The cause is likely a corrupt or unreadable ReAgent.xml file, located in C:\Windows\System32\Recovery\ReAgent.xml. This file is automatically created when initializing BitLocker, so the existing one might interfere with the encryption process. You can rename or delete this file to troubleshoot the error, and a new one will be created when you enable BitLocker or restart your computer. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname (get service tag if user can't get it) Category: Devices Subcategory: Security Assignment Group: Onsite Support For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User has incorrectly created Kite group name in CARM and would like to modify it. For example: from ww-market-trend-bulletin@airliquide.com to apac-market-trend-bulletin POSSIBLE CAUSES: User may wrongly choose the other geographic region rather than Asia Pacific BEFORE YOU START: Check if the Kite group can be found in CARM. STEPS: Create Incident ticket and send to CARM team. LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Data issue Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: The hard disk drive malfunctions and the stored information cannot be accessed with properly configured computer. It may occur in the course of normal operation, or due to an external factor such as exposure to fire or water or may also be rendered inoperable through data corruption, disruption or destruction of the hard drive's master boot record. BEFORE YOU START: Check whether the computer is under or out of warranty STEPS: In case the PC is under warranty: open a case on the DellTech Portal and DO NOT ask for DELL intervention, but ask DELL to deliver the HDD only. If the PC is out of warranty: DO NOT open a DELL TechDirect case but request a quotation from DELL as per the DELL - Out of warranty/Quotation process (EU) procedure. Also indicate in the email template that NO DELL technician is required but ask DELL to deliver the HDD only. When the HDD arrives, send the Incident to ONSITE (FS-Field Services) who will backup the data, install the new HDD and restore the backed up data. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of PC Category: Devices Subcategory: Hardware Assignment group: GIO-EUS-SD-EUROPE-L1.5 > Onsite TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, balazs, bts, com, corp, dell, dieter, disk, drive, english, failure, hard, hard disk drive, hardware, hdd, heming, needs, needs to replace, onsite, replace, tarczy@eu, warranty
NaN
KB0050137
BTS - CheckBank - Installation on User PC
English
balazs.tarczy@eu.corp.airliquide.com
31
Juan Pablo DE LUNGARO
Uncategorized
Published
2025-09-29 14:36:08
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Local Support - AME
NaN
NaN
NaN
4
2025-07-31 7:47:05
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY:Argentina ENTITY:BIS AMER SYMPTOMS: This article aims to describe the steps on how to install and configure the CheckBank application used in Argentina. BEFORE YOU START: Accounting Supervisors (Supervisor Contable) are experts that work in accounting and can create CheckBank accounts for end-users. They are not part of IT, if the end-user needs to be redirected to their Accounting Supervisor (see step 9.), the user needs to inquire internally to find out who that person is. STEPS: 1. Create a new folder on the PC on the C: drive root level and name it EMMSA. The folder should then appear like this in the File Explorer: C:\EMMSA 2. In the File Explorer, click on This PC, then the Computer option on the ribbon, then selec Add a network drive (Conectar una nueva unidad de red). Select the letter Z and add the link to the following server: \\sa-ar-intranet\checkbank$\ 3. Copy the folder called Checkbank from the Z: drive to the C:\EMMSA folder 4. Copy the folder called Setup from the Z: drive to the folder called C:\Drivers y programas 64bits that can be found on the users C: drive 5. Run the following file as administrator: C:\Drivers y programas 64bits\SETUP\setup.exe 6. Install the program selecting the folder C:\EMMSA\Checkbank as the installation directory. If it is asking to save the existing files, select NO 7. Once the application is installed, we need to add the end-users profile to the Local Administrators group of the computer. For this follow the below steps: a) Search for Compmgmt.msc from the start menu, right click on the result and select Run as administrator, then authenticate with ADM account a) Click on Local Users and Groups on the left hand panel, then select Groups. Now in the middle panel select Administrators and click on add to add the user of the PC to the local administrators group. Hit Apply and OK. 8. Now run the following file as administrator and ask the user to enter their credentials: C:\EMMSA\Checkbank\EMMSA Launcher.exe This needs to be done only once after the installation. The Checkbank application will open. 9. When Checkbank is opened, it needs to recognize the user automatically (if it is asking for username and password, advise user to contact their Accounting Supervisor - Supervisor Contable in order to have them create the user account within the Checkbank system). Close the application and continue. 10. Create a shortcut on the desktop pointing to the following file: C:\EMMSA\Checkbank\checkbank.exe 11. Now launch the Checkbank software from the freshly created shortcut. Clarifications: Upon opening CheckBank, a pop-up might appear regarding the format of the time and date, in this case, close Checkbank and go to Control Panel -> Regional -> Additional configuration (Panel de Control - Regional - Configuración Adicional). Change the short date (Fecha Corta) field where it is currently showing d/M/aaaa to dd/MM/aaaa ( dd-MM-yyyy in english). So the format should be: 2 digits for the day and 2 digits for the month too Now the application can be started normally launching it using the desktop shortcut. LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Support / Assistance Resolution Notes: Configured CheckBank application on user's PC. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS - Aspen - feature cannot be found / functional issue
English
balazs.tarczy@eu.corp.airliquide.com
56
Karol ZON
Uncategorized
Published
2025-09-23 11:54:31
5
GIO Service Desk
NaN
#########
NaN
BEC - Aspen Engineering Suite Service
NaN
NaN
NaN
42
2025-09-23 11:52:11
#########
NaN
BEC-AES-ASPEN- ENGINEERING-SUITE
COUNTRY/REGION:GERMANY, POLAND ENTITY:BIS E&C SYMPTOMS: The error appears when starting Aspen or when opening a file in Aspen. The program can not find the msi file. STEPS: - Click on Browse and navigate to \\ DEFRSV20006 \ Configurator $ \ Packages \ Aspen \ Aspen Basic Engineering x64 \ 18.1.2 \ sources \ aspenonev8.4dvd1 \ Aspen Basic Engineering V8.4 64bit \ - open the msi file - keep clicking on OK / continue LOGGING CATEGORISATION: Business service: BEC - Aspen Engineering Suite Service Configuration item: Aspen Engineering Suite - PROD Category: Application Subcategory: Availability and Performance issue Resolution Notes: After opening the msi file directly from its location, the needed feature could be found by Aspen. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS - ZEBRA label printer via SAT app - unable to print - if solved by MyITCorner request
English
balazs.tarczy@eu.corp.airliquide.com
279
Andre LAURENT
Printing / Devices
Published
2025-07-29 18:10:11
6
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
57
2025-05-16 15:41:27
#########
NaN
GIO-PCI-ITSM-Global Process Manager
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: FR Home Healthcare is unable to print with ZEBRA label printer via SAT app BEFORE YOU START: In France divided by depot locations where they are using Zebra sat devices (Zebra TC52X mobile -sat app, Zebra SAT Label printers (FIXE and Mobile), and each devices is connected to Terminal 3 (previously terminal 2). In order to raise the request click HERE, by collecting the following Name of the PRINTER HOSTNAME (ex: RIVE460).MAC ADRESS of the NEW PRINTERIP ADRESS of the OLD PRINTER ALEHOS user support concerns special applications and some of the devices, too. https://docs.google.com/spreadsheets/d/1mjYQOpUfpTGPrhZSOzXrrcEGmcjnH3p_X0TAURfp0T4/edit#gid=1291613321 when the user call: User should know the name of printer - it is on the printer devices . User need to specify that he needs this configuration to SAT not to his PC. STEPS: check if it onlineconfirm the ERP (Hostname) - on each printer there is a sticker ask for MAC address or serial number, then check the inventory tablecheck the ip address on the device and check if it stactic ( restart it multiple times to see if ip changes ) IF ip not static: Ask for an IP addres - what is shown for the moment collect the mac address collect hostname (ERP) It is on the printer please compare every detail in inventory tablePlease raise the following GIO Catalog request on behalf of the user: Home > All Catalogs > GIO Services > Site Infrastructure > LAN > [DHCP] Create, Modify or Remove a static IP address (All devices) guide to have the information needed in order to raise the request: https://docs.google.com/document/d/1kNdb0Ra4opz8cvrB4jVhIZoVmFVMzoefUY_leE6Bz8w/edit Sélectionner Modification afin de ne réaliser que la mise à jour de ladresse MAC Se reporter au tableau dinventaire onglet Adresses MAC du nouveau imprimante Reporter le nom (ERP) trouver l'adresse IP sur l'imprimante Se reporter au tableau dinventaire onglet IP du Parc d'ancienne imprimante Identifiant de Site : AUBERVILLIERS - FR000 Date requise: jour suivant l'appel Commentaires :New printer (or printer to be removed) when you have raised the request add the RITM number into your ticket and put it on pending (until the RITM isn't completed) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted. TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
BTS - Google Calendar - how to book a meeting room
English
balazs.tarczy@eu.corp.airliquide.com
106
Noemi SZUCS-SC
Uncategorized
Published
2025-07-30 6:09:57
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
58
2025-06-18 10:02:56
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article will describe how to book a meeting room via Google Calendar and what troubleshooting steps can be performed in case there is any issue with the booking. STEPS: 1. Open Google Calendar (https://calendar.google.com/)2. Go to Settings. 3. In Settings, look for the menu Working hours and location.4. In Working hours and location, user needs to specify where they are working from on the given day and from what time to what time.To be able to see the meeting room for the given day, user needs to select Office, then below in the relevant fields select which office and which floor. Once that is set, user will be later able to see the available meeting rooms on that given site.If the user for example works on 2 different sites on Monday and Tuesday, user can add a different office in the following way:Important: User will only see the meeting rooms for the site on the given day where it's specified. If the user sets an office for Monday but not for the rest of the week, the meeting rooms will only be visible on Monday. Once that is configured, user can book a meeting room.How to book the meeting room:1. User creates an event in Google Calendar.2. In the details, they need to click on Add rooms.3. Select suitable meeting room (it will only show the ones that are available), then save.If the user needs to edit an already existing event with a meeting room, they can edit it and select the meeting room here: LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: We assisted the user to book a meeting room. TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User's Chromebook is freezing, the screen is on, but the laptop does not respond to keyboard and touch pad commands, and does not turn on when the lid is closed and then opened. STEPS: 1. Perform an EC (Embedded Controller) reset Ask user to press for 3 seconds the Power and Refresh keys and the device restarts.Chromebook turns off and starts again.If it does not solve the issue: 2. Perform a hard reset Press and hold simultaneously for 5 seconds Power, Refresh, and Esc buttons to do hard reset of the Chromebook.If that does not solves: 3. Charge the battery If Chromebook still does not respond, wait for the battery to fully deplete, then plug the Chromebook into a power source and follow the next steps:After the battery is depleted, first plug the AC adapter to functioning wall outlet (do not plug AC adapter into power strip, surge protector or secondary power source), then connect other end of the AC adapter into the laptop, after 10 minutes press the power button. If the Chromebook does not turn on, periodically press the power button, in some cases in can take up to 24 hours for the battery to charge.If the Chromebook turns on, it is performing normally. Leave the Chromebook connected to the charger until it is fully charged. If the device does not turn on after 24 hours of charging, contact HP customer support. For more details see HP support page: https://support.hp.com/ph-en/document/c04244478#AbT4 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Configuration item: Chromebook hostname (if available) Category: Devices Subcategory: Support / Assistance Resolution Notes: Assisted user with troubleshooting the freezing issue of their Chromebook. Afterwards, the device worked properly again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs, bts, chrome, chrome os, chromebook, chromebook freezing, chromebook frozen, chromebook not responding, com, corp, device, english, freezing, frozen, hardware, matthew, no, no response from chromebook, not, os, responding, response, tarczy@eu, widell
NaN
KB0055288
BTS OKTA - Self-Service password reset
English
balazs.tarczy@eu.corp.airliquide.com
170
NaN
OKTA / Mobile Enrollment
Published
2025-10-01 12:55:09
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
9
2025-10-01 12:50:49
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: From the 9th of April 2025 the users can reset their Windows password without calling the ServiceDesk, if the following prerequisites are present: - Air Liquide computer on Air Liquide corporate network - Mobile phone enrolled to Intelligent Hub + okta is configured on the phone (added as authenticator) BEFORE YOU START: Please make sure that the above prerequisites are met before starting the process. STEPS: The app will appear automatically on all Air Liquide devices and accessible through different ways on your device: From your home screen It will be available on your home screen From Intelligent Hub App It will be available in Intelligent Hub from the New and "Recommended" section. How to reset your password? ?? Your device needs to be linked with OKTA* to access corporate applications (Google tools and applications) in a secure way and connected to the Air Liquide network for a successful password reset. STEP 1 From the Reset Password App, enter your email address and click on Next. STEP 2 Click on Send me an email. Then insert the code sent to you by email and click on Verify. STEP 3 Select an authentication method STEP 4 Enter your new password following the password requirements Last step is to login into the computer with a new password NOTE: PC needs to be connected to Airliquide corporate network LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: User needed to reset password via mobile app. -o-Resolution Notes for Cattask: Guided user to reset password via Self Password Reset App.. In case of blank ESS ticket: Business Service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Account and Password
airliquide, balazs, bts, com, corp, dashboard, english, expired, expired password, expiry, network, nt, nt password, office, okta, out, out of office, password, reset, self, self service, self-service, service, software, tarczy@eu, wifi, windows, windows password
NaN
KB0020062
HYSYS - Aspen HYSYS Installation Guide
English
bariskutay.ovun@eu.corp.airliquide.com
377
Ted ELSNER-SC
Uncategorized
Published
2025-09-17 11:31:50
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Apps packaging service
NaN
NaN
NaN
94
2025-09-17 11:25:28
#########
NaN
GIO-EUS-GOPS-PACKAGING SERVICE-L3
REGION:AME ENTITY:BIS AMER SYMPTOMS: This document describes the process for installing Aspen HYSYS Engineering suite version 12 and the 3rd party redistributables required for it to function properly. Some computers may already have the 3rd party redistributables installed. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Always check whether the user has the 'ASPEN Engineering General access' in CARM. Applicability: All except DRTC usersFor DRTC users located in Newark, DE (US031) and Medal (US032) assign the ADHOC to GIO-EUS-FS-EAST-L2 for Robert FITCH-SC. Reference: KB0010122 Download the files to the users computer and unzip them: The files can be located in this google drive zip folder Use 7 zip > Extract to "foldername" STEPS: 1. Install .net framework For Windows 10 you will need to install .net framework 4.6, this is required for many other software applications so it may already be installed on the users computer. The install files will be located in the unzipped folder under: %directory where files were unpacked%\aspenONE_V10_Nov17_ENG\aspenONE_V10_ENG\3rd Party Redistributables\Microsoft .NET Framework 4.6.2Run NDP462-KB3151800-x86-x64-AllOS-ENU.exe as administratorIf you get the error message .NET Framework 4.6.2 or a later update is already installed on this computer. you can skip to installing SQL expressFollow the rest of the prompts to install the framework 2. Install SQL Express 2012 SP2 The install files will be located in %directory where files were unpacked%\aspenONE_V10_Nov17_ENG\aspenONE_V10_ENG\3rd Party Redistributables\Microsoft SQL Express 2012 SP2Run SQLEXPR_x64_ENU.exe as administratorClick on New SQL Server Standalone installation or add features to an existing installationClick the check box next to I accept the terms of the license agreement then click NextIt will take a few minutes to load when the next window appears make sure that all of the check boxes are selected (this should be default) then click NextClick NextClick NextOn the Authentication mode screen select the Radio button for Mixed Mode (Windows Authentication and SQL Server Authentication) In the password fields enter: AirLiquide1!Then click Next >The user does not need to know this password Click NextAllow the software to finish installation click okClick CloseReboot the computer before continuing to the next step 3. Install Aspen HYSYS v10 Once the computer is back up, go to %directory where files were unpacked%\aspenONE_V10_Nov17_ENG\aspenONE_V10_ENGRun setup.exe as adminOnce the setup program loads click on install aspenONE products If you get an error message that the computer is pending a reboot for some other software please see the troubleshooting section below Click on the check box next to i accept the terms of the license agreement then click nextMake sure that process modeling (aspen plus) and process modeling (aspen hysys) are both checked (they should be by default) then click nextEnter the license server saec-aslmap01.eu.corp.airliquide.com in the License Server: box then Click Add Server If you get an error message that it cannot connect to the server, make sure that the user is connected to the vpn or the corporate network at one of our sites Select the server and then click view bucketsMake sure that all of the buckets have a check mark next to them and then click OKIt will return to the previous screen click nextClick install nowAllow the software to finish installing This process can take up to half an hour depending on the speed of the computerThere will be several loading bars and it may look stuck at some pointsInstallation may stop at a certain point for the user to choose their own password, once inputted application will continue and finish the installation Once the installation completes click finish Reboot the computerHave the user open hysys and verify that it runs with no errors Many users require additional addons for certain projects.The users should know what addons they need and if you need assistance with installing hysys addons contact Lindsey Turney in the E&C process team for directions 4. Troubleshooting installation errors If you receive the error message A system reboot is pending this is usually caused by installing another version of Hysys on the computer before this one, 7.2 in particular seems to cause this a lot Open the registry as administrator (regedit)Go to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\RunOnceDelete the following key: AspenTechRebootReboot the computer and try again Aspentech support can be contacted here https://esupport.aspentech.com/ you will need to make an account using your Air Liquide email addressMake sure when submitting help requests that you let them know your time zone or they will assume you are in Europe LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Installation / Deployment Resolution Notes: Application installed on the user's computer. TICKET TYPE: Inc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GHANA, NIGERIA ENTITY:BIS AMEI SYMPTOMS: User would like to have the link for the travel approval STEPS: Workflow for travel approval: https://aodocs.altirnao.com/documentViewer.html?locale=en_US&aodocs-domain=airliquide.com#Menu_libraryHome/LibraryId_QH9ZL8Jy8sYtdmz14I For Functional issues: create an incident and assign it to BAMEI-HUB-INFRA-L2 LOGGING CATEGORISATION: Business service: BAMEI - BI for Operations - HR Configuration item: Aodocs - PROD Situation: Availability and performance issue [Incident] Assignment group (if not L1): BAMEI-HUB-INFRA-L2 TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Global ENTITY:BIS HOME HEALTHCARE SYMPTOMS: In case a user is calling regarding SAP CHORUS RPA account creation or modification. STEPS: If the user wants access to Chorus RPA or wishes to modify the existing account, they must be redirected to the Local ALEHOS Support team. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to key user In case of blank ESS Incident submitted by the user: Business service: Chorus - Finance Configuration item: SAP CHORUS - PROD Category: Application Subcategory: Account and Password Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: User is calling to report a hardware issue with their laptop's battery. POSSIBLE CAUSES: The battery has become old and therefore is inclined to have hardware related issue. BEFORE YOU START: Ask user to plug the charger and check if the pc turns on STEPS: BIOS UPDATE Provide the result code and validation code from diagnostic (F12) How to define if battery is broken: 1. Please check if the battery has health issue => install DELL command power manager 2. Restart the computer, at dell logo , press F2 - navigate to Battery information tab and provide a screenshot 3. a) engage DELL process ( by opening a Dell Tech Case) if the link "Order a replacement battery" is "activated" Also take a full screenshot of the screen where the Hostname in the left hand upper corner and the "DELL command power manager tool" are visible and attach it to the DELL TechDirect ticket! b)if not , you will have a link what explain how to extend battery life -> no need to take further action, you can close the INC After battery diagnostic: If ?the laptop is under 1 ?year, battery can be changed under warranty by DELL. (use DELL template and choose situation "Hardware - Under warranty [Incident]") (Open a ticket on DELL TechDirect portal and put "#Air Liquide IT GIO Process after the incident number in the "Reference/PO #" field) If laptop is more ?than ?1 year old and > CRU (customer replaceable unit) --> Battery is OUT-OF-WARRANTY -> Quotation must be requested > KB0022715 Inflated/swollen Battery The warranty period of inflated/swollen batteries depends on the model of the DELL pc! Please note: ask the user to take a photo/picture of the broken chassis/shell of the pc and attach it either to the DELL TechDirect ticket or the email that you send to request a quotation! To find out if the inflated/swollen battery falls under or out of warranty (in case the given pc is still under warranty): 1. Open a DELL TechDirect service request as per KB0018850 2. Follow up the DELL ticket updates to see whether the issue is considered as under or out-of-warranty by the DELL Support as per KB0025771 3. a) If the inflated/swollen Battery is considered to be under warranty --> DELL Support will proceed with the replacement of the battery 3. b) In case it is out-of-warranty --> proceed with the quotation process as per KB0022715 In case the the pc is already more than 3 years old with an inflated battery issue, proceed with the Quotation procedure right away as per > KB0022715 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of PC Category: Devices Subcategory: Hardware TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
airliquide, bariskutay, battery, battery under warranty, built, built in battery, charge, charger, com, corp, dell, dieter, does, english, hardware, heming, inflated, issue, not, out, out of warranty, ovun@eu, problem, under
NaN
KB0013884
lVL Medical - Tardis, Livia support
English
bariskutay.ovun@eu.corp.airliquide.com
404
Nagib BOUGOFFA-SC
Uncategorized
Published
2025-05-15 13:43:26
5
GIO Service Desk
NaN
#########
2.50
BHC - Other applications
NaN
NaN
NaN
393
2025-05-15 13:41:49
#########
NaN
ALEHOS - INFRASTRUCTURE
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: LVL SERVICE INFORMATIQUE WILL TERMINATE ON 10TH OF DECEMBER FOLLOWING COMMUNICATION SENT TO THE USERS: https://docs.google.com/document/d/1pU_nx0ESLVGU9WsDxMW2n8wI9-NxIoimATRqKAMrJbw/edit?tab=t.0 As per ERGON project all LVL Medical user has been migrated to Orkyn - Pharmadon, however some of these users still uses LVL medical apps: Liva, Tardis STEPS: collect the all important information and screenshot then send it ALEHOS - INFRASTRUCTURE LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Support / Assistance Resolution Notes: ALEHOS - INFRASTRUCTURE TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Canon UniFlow ONLINE Printer - Print in color or black and white
English
bariskutay.ovun@eu.corp.airliquide.com
189
Dafne FRANCO-SC
Printing / Devices
Published
2025-07-30 11:49:44
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
47
2025-07-14 1:25:22
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to change the settings of the printer to print in color or black and white BEFORE YOU START: The setting by default is automatic, the document will be printed in black and white. If the user wants to print in color, they can change this setting as per the steps outlined in this KB. However, this setting will be set to automatic each time that the Uniflow smartclient restarts. Important: If the user wants to change the default setting for ALL the Uniflow printers on their site to COLOR printing, the user should be redirected to their KDC (Key Device Contact), stating that the KDC will need to submit an ADHOC ticket for the GIO-EUS-MANAGED DEVICES-PRINT-L2 team.It is imperative that such tickets should come from KDCs as the changing of this setting for a whole site has financial implications. KDCs can be checked in MMS when the printer's hostname is set in the 'CI' field of the ticket and we click on the 'Open Record' option (information about the KDC can only be found in the old MMS). Always gather next information: Printer name (if ip was provided you can run an nslookup in the AL environment for the printer name)Printer IP address (if printer name was provided you can run an nslookup in the AL environment for the ip address)Serial NumberPrinter Make and ModelComputer name & IP addressUser's actual location (should had been verified at the beginning of the call)Documentation of where was driver downloaded from and actual driver name installedCorrespondent ticket documentation, what was done, what was attempted. STEPS: Open control panel and make sure that the uniFLOW Online printer is set by default. Go on the printer queue in settings/printers and scanners/uniflow online and click on manage then click on printing preferences LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Category: Device Subcategory: Printer Resolution Notes: User configured color options to print. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
airliquide, bariskutay, black, canon, canon uniflow online printer print in color or black and white how to configure black and white or colour printings print configuration settings uniflow uniflow uniflow online online, color, colour, com, configuration, configure, corp, dafne, english, franco-sc, how, online, ovun@eu, print, printer, printings, settings, uniflow, white
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KB0018648
DDS HHC profile management- Manage an employee application account
English
bariskutay.ovun@eu.corp.airliquide.com
1355
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-09-17 11:21:14
5
GIO Service Desk
NaN
#########
5.00
BHC - Other applications
NaN
NaN
NaN
1038
2025-09-17 11:20:52
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User wants to open M3H/M3 application (called also Movex) or any HHC related account Accounts can be requested in the MYITCORNER request : https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=7b3123181b44ec50b11487bde54bcb69&searchTerm=M3 -ERP (M3H/M3) -M3 workflow for validation of invoices -SAT (SAT/E-SAT/SAT4M3) -RMS-OPTITIME -NEOCASE -ODIGO -EXTRANET -VDOC -KM PORTAL For TUOTEMPO, Wise, Concur SAP, Salesforce HHC FR, Power BI and HHC Dynamics 365 CRM the access needs to be done in CARM. BEFORE YOU START: Check if user has local admin rights on his PC. People within Air Liquide that use this Application today: Entities: FR-ALHIST FR-ALEHOS DEVELOPMENT FR-ALEHOS SERVICES FR-PHARMADOM-ORKYN FR-VITALAIRE FR-DINNO SANTE What ID is used to login: windows id (SSO) To access M3H, a specific account is created by BHC-SUPPORT-L1 (via My It Corner request:https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=7b3123181b44ec50b11487bde54bcb69&searchTerm=M3 visible only from user`s side!) Guide for users: https://docs.google.com/document/d/1Kt66hGNVFdeK2Lgpw4l5ZZHp6QFFOfRg_lN0zCa7wP0/edit NOTE: Tuotempo is no longer done with this request, instead it is a carm access request If connected with Ivanti, make sure to select Europe zone, HHC applications only works with Europe zone! If user is changing Entity so moving from one entity to another in this case user should request account modifications from the same link. STEPS: Link for MH3: https://hhc-m3.eu.corp.airliquide.com/infor/ OPEN IN CHROME! Login: user should be able to connect automatically without using credentials ( using windows credentials ) Delete cookies in browser LOGGING CATEGORISATION: Business service: BHC - OPS - M3 Technical Configuration item: M3 - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Deleted cookies in the Chrome browser. afterwards, user could access the M3H and M3 by SSO. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: EU ENTITY:BIS EUROPE SYMPTOMS: Cannot log in with SSO, has no account yet, functional issues in Salesforce.General Error Message when the account is not yet created and in case of SSO issues: Other error message might be: Can't Display Page BEFORE YOU START: for CX-Platform (SALESFORCE) FR HOMECARE: KB0023254 - CX-Platform (SALESFORCE) - Access / Installation / any functional issue (HOMECARE FRANCE) for CX-Platform (SALESFORCE) SA VITALAIRE: KB0034648 - CX-Platform (SALESFORCE) - Access / Installation / any functional issue (SA-VITALAIRE) for CX-Platform (SALESFORCE) EU VITALAIRE: KB0038893 - CX-Platform (SALESFORCE) - Access/Installation/any functional issue (VITALAIRE - EU except FRANCE) Account creation: BEU - CRM for FR-ALFI LI is alfi.informatique@airliquide.com Share the email address with the user STEPS: Salesforce connection: in case of SSO issue please try link below: https://airliquide-eu-im.my.salesforce.com If not working, try Microsoft Edge too.In case of login issues on smartphones and tablets make sure that user has the phone or tablet enrolled and for healthcare users to have activated Okta on it.In case of functional issues, please send ticket to resolver group or user to key user: Support groups: Key user in Italy: Giuliana Pagani from IT-ITALY INDUS-SFE-CSC IM-L2. in Austria: BEU-CRM in Belgium BE-AL BELGE entity: EU-NEC IM-SFDC-L2 BE-AL MEDICAL HC and BE-AL MEDICAL HP entities: BE-AL MEDICAL HP-SFE HC-L2 in France: BEU-CRM in Switzerland (Charbagas): CH-CARBAGAS-SFE-CSC IM-L2 in Germany DE-ALD (AL GMBH): DE-ALD-SFE-CSC IM-L2 DE-ALM GMBH: DE-ALD-SFE HC-L2 in Netherlands: NL-SFE-CSC IM-L2 in Portugal and in Spain: EU-IBERIA-IBERIA-SFE-CSC IM-L2 in UK: GB-AL UK-TECHNOLOGY-L2 Note: Shortname: SFDC Outlook and Kite plug-ins also exists. In attach is the way how to remove Cirrus from Add-in and to add Salesforce Addin. This process has been communicated to user as well via email. Salesforce (Gmail extension): https://chromewebstore.google.com/detail/salesforce/jjghhkepijgakdammjldcbnjehfkfmha How to log into Salesforce via Gmail extension -KB0021317 LOGGING CATEGORISATION: Business service: Customer relationship Management (for BHC: BHC - FO - Customer Relationship Management) Configuration item: SALESFORCE IM EUROPE - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group: refer to the list of support groups above by country TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
access, airliquide, alfi, bariskutay, belgium, bts, can, cannot, com, corp, crm, display, english, france, germany, issue, manzella, margherita, ovun@eu, page, portugal, salesforce, sfdc, sfe, sign, single, spain, sso, uk
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KB0049983
PDA TC52X SAT - issue
English
bariskutay.ovun@eu.corp.airliquide.com
326
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-07-29 18:10:12
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
109
2025-05-08 12:10:08
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is reporting an issue on his PDA TC52X SAT - new model. PDA SAT: Access or functional issue with an application (eSAT/SATV12/SAT4M3) (fex ESAT is the same application as SAT on a PC) PRINTER : Connection or data issue with M3/M3H NEW ZEBRA MODEL OLD MODEL OLD PRINTER MODEL NEM PRINTER MODEL BEFORE YOU START: Assignation matrix: https://docs.google.com/spreadsheets/u/1/d/1SwJNcgnsBv7su3h2Ej1_xS2Ub-fnBuqQvGvK2_FDNSc/edit#gid=1073965934 Guide: https://docs.google.com/drawings/d/1Fc75LpqOSWcQoaTsz-Ik2juOTYLg9XyI2vGbqQ6LZBs/edit For any hardware/ material issue pls follow KB0049113 - PDA SAT TC52x - hardware issue Re-enrollment procedure:(Informations d'enrôlement SAT TC52x et connexion), KB0025698 https://docs.google.com/spreadsheets/d/1mtATEBQOAayB9BoXGCjyNrc0exF8_zJ_jiAURACpqxg/edit#gid=0 PDA CN51 SAT - old model- supported via: Formulaire de déclaration problème matériel (not supported by GIO) PDA TC52X SAT - new model PRINTER SAT (label printer ZEBRA) Anciens modèles (QLN220 (mobile) et GK420t (fixe)) (no support anymore in case of broken or replacement)Nouveaux modèles (ZD421t (fixe) et ZQ610 (mobile) STEPS: Open an incident and send it to BHC-SUPPORT-L1 LOGGING CATEGORISATION: Business service: BHC - OPS - M3 Scan Android Transfer (SAT) Configuration item: M3 PROD Category: Devices Subcategory: Connectivity Assignment group: BHC-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Learn to set up Zscaler VPN to connect mobile devices
English
bariskutay.ovun@eu.corp.airliquide.com
387
Cheikh SANE
Uncategorized
Published
2025-07-29 21:50:45
10
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
17
2025-07-07 11:36:34
#########
NaN
GIO-EUS-SD-EUROPE-L1
The Secure Remote Access for Mobile, rely on the Zscaler VPN solution which allow you to connect to Air Liquide network from anywhere. When traveling or teleworking*, you can access to all your Air Liquide applications remotely, as if you were at your office, thanks to the Secure Access Remote for Mobile service also named Zscaler or Zscaler Private Access. *For collaborators who have an agreement with their entity. In accordance with the group's security rules, prefer using 4G/5G rather than free Wifi or prefer using your personal Wifi connection. Prerequisite Before using Secure Remote Access, you need to ask for: an Enrolled Air Liquide devicea Business-Only role in CARM,or follow this articlean Okta account In an Air Liquide site, you can access your applications using the available corporate connections (by WiFi or with an Ethernet cable if your device support it). Step 1 I connect my Business-Only device to Internet (using 4G/5G or an available Wifi connection). Please note that when you are in an Air Liquide corporate network you don't need to enable the Secure Remote Access for Mobile. Step 2 I start Zscaler on my Business-Only device by clicking on Zscaler application icon in your mobile applications: Only the first time you start the application. The first time you launch the application, you will be requested to allow the Zscaler application to access your storage and your phone, or cellular data. You need to grant the access. Example below may differ between your device. For Android: For IOS: Step 3 I enter an Air Liquide email once: Step 4 I enter my Okta Information. Step 5 I'm connected to the Air Liquide network ! You don't need any additionnal step! Step 6 You can still check that you are connected by opening the mobile application Zscaler/Private Access Service Status must be set to ON Service Status must be set to Authenticated
Active Directory - unused and deactivated Computer account deleted in AD
English
bariskutay.ovun@eu.corp.airliquide.com
141
Laurence AZERRAD
Uncategorized
Published
2025-07-30 5:56:44
5
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
26
2025-05-29 12:57:53
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot login to his/her computer due to "the trust relationship between this workstation and the primary domain failed" error BEFORE YOU START: Confirm with user that the related computer he/she is trying to log into has not been used since a while (several months or years). Starting from mid October the devices that are in AD what has not been touched for this year, not connected to marimba or symantec tool (not referencing any connection in 2020) will be deleted / removed from AD. They will be put it in "to be deleted" OU for a months (possibility to move it back or reactivate the pc-s) but after a month they will be deleted from AD. STEPS: 1. Go to Active Directory and check if the computer is still present there (if so, follow KB0015895) 2. If the Pc is not present in AD anymore redirect the user to raise a request in My It Corner for asking a remasterization (transfare a device with remasterisation): https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=95e0d07b4f765b409864ca1f0310c7b3 LOGGING CATEGORISATION: Template: GLOBAL - My It Corner - Request Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Situation: Assistance using MyITcorner portal [Incident] Resolution Notes: We guided the user to raise the request in MyItCorner. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Intelligent HUB - Cannot see the contacts after enrollment
English
bariskutay.ovun@eu.corp.airliquide.com
234
Robert BOLTON
OKTA / Mobile Enrollment
Published
2025-07-30 6:16:37
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
108
2025-03-27 10:16:02
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User doesn't see the contacts (contact list is empty) after enrolling his/her device. STEPS: A) Check if setting is OK to display all contacts Go to Settings > Accounts > Google, select your Gmail account and make sure that the checkbox next to Contacts is enabled and synced without errors. Also, when you go to the Contacts App in the Work Profile should help with contacts saved on your device memory, the ones synced with your email accounts, the contacts stored on your SIM card and the ones backed up on your memory card as well if you have one installed. 1) From your Android device, head over to the app drawer and open your Contacts app. 2) Tap the three vertical dots at the top-right corner of the screen to go to the Settings menu of the Contacts app. 3) Tap the Settings option and then hit Contacts. 4) Select the Contacts to display option. From here all the contacts that your phone has been set to display, will be listed. You should be able to see the option to view contacts related to specific accounts (Gmail, WhatsApp, SIM, Skype etc.), where you can select them individually. However, to view the Android contacts disappeared, tap the All-contacts option to display all the contacts saved in any of your apps in your Contacts list. B) Check with user if any Power Save feature turn-on. Do you have any Power Save feature turn-on because this can also not display contacts sometimes. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Situation: Service Question / Assistance [Incident] Resolution notes: Service desk will assist the user to troubleshoot the contacts issues. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
after, airliquide, airwatch, bariskutay, bolton, com, contact, contacts, corp, display, empty, english, enrollment, google, hub, intelligent, mdm, mobile, no, one, ovun@eu, phone, robert, shield, smart, workspace, workspace one intelligent hub mobile shield mdm airwatch google contacts smart phone mobile empty cannot display cannot see no contact
NaN
KB0022131
SERVER - QA-S-DOHA-PROD - access
English
bariskutay.ovun@eu.corp.airliquide.com
38
Sara NAJAR
Uncategorized
Published
2025-09-29 14:48:10
6
GIO Service Desk
NaN
#########
NaN
BAMEI-Saudi Arabia-Local infrastructure
NaN
NaN
NaN
15
2025-05-29 12:13:56
#########
NaN
BAMEI-HUB-INFRA-L2
COUNTRY/REGION:Qatar ENTITY:BIS AMEI SYMPTOMS: User is calling for a request on the server QA-S-DOHA-PROD, E.g.: 1. access to the server 2. ownership changing 3. access control: activate card, new joiners accesses BEFORE YOU START: In case of any issue with file sharing, please follow KB0049651. STEPS: I. access to server -> please collect the following information: 1. user needs approval email from the owner of the file 2. full path for the file 3. read or write access Incident ticket and assign it to BAMEI-QATAR-L2 II. Ownership changing Please collect all information in Incident ticket and assign it to BAMEI-QATAR-L2 III. access control: activate card / new joiners accesses (confirmation from site manager: email required) No catalogue item available, so please send an adhoc ticket and assign it to BAMEI-QATAR-L2 LOGGING CATEGORISATION: Business service: BAMEI-Saudi Arabia-Local infrastructure Category: Cloud Infrastructure Subcategory: Access / Availability Assignment group (if not L1): BAMEI-QATAR-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Users device must be reenrolled to Intelligent HUB. STEPS: In our AirWatch console: 1. Select the user's device, Go to Device > MORE ACTIONS 2. For Android device, click on Enterprise Wipe* ( Removes everything from Intelligent Hub on the user device ) Please note: never click Enterprise wipe in case of IOS DEVICES in workspace console, as it triggers factory reset. Consequently, only perform delete device. 3. Go to Enrollment Status and search for the user, if not shown 4. Check the square next to the device & Click on RESEND MESSAGE (email with the QR Code), remember to ask the user to use MOBILE DATA only When the user receives the new QR Code we need to repeat the process for enrollment: Intelligent HUB - mixed usage enrollment on Android - KB0014387Intelligent HUB - Business Only enrolment on Android - KB0014618Intelligent Hub - iOS enrollment for Mixed Usage - KB0041078Intelligent HUB - iOS Business Only Enrolment - KB0027618 if it still doesn't work it may require a factory reset: Android - Factory reset - KB0027607 iOS - Factory reset - KB0027609 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile device enrolment assistance Request details: Enrollment type: Mixed - usageOS Type: Android In case of blank ESS submitted by the User: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Application Subcategory: Support / Assistance Resolution Notes: Mobile Device enrolment assistance form submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User called because he/she would like to add a new device in his console Intelligent HUB or User called because he/she didn't receive the email with the QR code for the enrolment. BEFORE YOU START: Verify if user has access to Mobile Device Access in CARM! (My accesses - Mobile Device Access) FOR MIXED USAGE: If NO access, assist user to raise request as per: KB0014449if access is OK, you can generate a new token (QR code) through the WorkSpace ONE console (details below) STEPS: 1. Login to the console: OPEN IN CC PC: https://console-workspace.apps.airliquide.com Username: Your admin account's username (you can check it in CARM) 2. Chose Mixed Usage or Business Only according to the user's needs (he needs QR code for Mixed Usage enrolment or to the Business Only) 3. Navigate to Accounts List view and look for the user's name: 4. Select the user and click on "add Device" 5. Leave the rest unchanged and click Save 6. User will receive an email with the QR code. 7. After this proceed with ticket creation based on the below LOGGING CATEGORIZATION. Enrolment procedures: 1. Intelligent HUB Android device enrolment assistance - follow KB0014387 2. Intelligent HUB IOS device enrolment assistance - follow KB0041078 Reminder: Please do not send QR code to users personal email address. If user really requires that it should be sent to his personal email address for valid reasons, IPC Manager approval is required . You may check the IPC list here: https://docs.google.com/spreadsheets/d/18Cn-Xf5PW4TZoUi8ETK9kDK-CFVpCpN5GQW-NsWALQ4/edit#gid=737126385 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile Device Enrollment Assistance Request details: Enrollment type: according to user needOS type: according to user phoneReason: according to user need In case of blank ESS Incident Opened by the User: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrolment Resolution Notes: Mobile enrollment request submitted.
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User contacted us due to being unable to properly register into XWC. POSSIBLE CAUSES: The steps in KB0052221 and KB 0052222 do not suffice, mostly because the user does not receive any authentication email once they type in their AirLiquide email on the printer's screen. BEFORE YOU START: The following steps are to be followed only if the process described in KB0052221 and KB 0052222 failed. STEPS: User goes to the printer and swipes their badge or Keyfob through the printer's badge reader. It is advisable to check if the card reader is properly connected. The printer will request the user's Air Liquide email, such as firstname.lastname@airliquide.com The printer states that an e-mail has been sent to the user's Air Liquide email. However, no email was received, neither in the standard mailbox nor in Spam. Remote the user's computer. Go to https://xwc.services.xerox.com/ Click on Login. Enter mail address firstname.lastname@airliquide.com. Make sure to check the box Change Company, and then click on Submit. If prompted, enter the Company Code 49XH9PAn OKTA authentication will begin. After it is finished, attempt to swipe the Badge or Keyfob one more time. In case of KO, gather screenshots/photographs of the error messages involved, and route to GIO-EUS-SD-EUROPE-L1.5. LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Configuration item: Printer name (if possible) Category: Devices Subcategory: Printers Resolution Notes: User was able to register to XWC. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY:Canada, Colombia ENTITY:AME Vitalaire SYMPTOMS: User unable to load card data on Airview BEFORE YOU START: Airview will only work in Microsoft Edge, after downloading and installing the certificate, always test in Edge. Further Java troubleshooting might be required as well, for Java issues, follow KB0042482 STEPS: STEP1: Check if the RESMED Cloud Connect app is installed, if not, make sure to download and install it when prompted by the Airvew page. Make sure you check in 'Run Resmed Cloud Connect' at the last stage of the installation. STEP2: Download the Java certificate STEP3: Right click on the certificate and click on 'Install' STEP4: Click 'Install Certificate'. STEP5: In the Store Location section, select Local Machine, and then click on 'Next'. STEP6: Select 'Place all certificates in the following store' and then click on 'Browse...' STEP7: Select 'Trusted Root Certificate Authorities' and click OK. STEP8: Click Next. STEP9: Click Finish. Test again in Edge. Further issues that you can encounter:1. Java error when trying to read card data: In case this error comes up, add the https://airview.resmed.com and the https://airview.resmed.com/card URLs to the Java Exception Sites list Go to Control Panel and open the Java optionGo to the Security tab and click on 'Edit site list'Add the URLs then hit OK After this you might still need to reset the browser and clear Java caches. If all of the above has been performed but the cards still cannot be read, have the user unplug the card reader, have them take out the card from the device, then reinsert the card and connect the device again to the PC. LOGGING CATEGORISATION: Business service: BAM - Customer Experience Category: Application Subcategory: Functional / Technical issue Configuration item: Ariba Supplier Portal - Canada - NAM - PROD Resolution Notes: Assisted user with configuration of the Airview site. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: User requires assistance regarding the Magnitude (IRIS) application. BEFORE YOU START: Access Request: Access is requested in CARM. Uses Internet Explorer: https://iris.apps.airliquide.com/irsconsoprod/ IRIS uses Win NT credentials The service desk doesnt support any concerns regarding issues in this application. User must be referred to open a ticket with IRIS support based on the below steps. STEPS: - You can provide the IRIS website to the user, they will find user guides for using IRIS and requesting access - For any issues advise user to submit a ticket/request: Here The ticket in Agent Workspace should be closed as informational. LOGGING CATEGORISATION: Business service: BCF - IRIS MAGNITUDE Configuration item: IRIS MAGNITUDE - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Provided IRIS link to user. / User redirected to IRIS support. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, application, bariskutay, christele, com, concerns, corp, english, iris, magnitude, magnitude access request magnitude access magnitude issue iris iris nt windows site, nt, ovun@eu, parnet, request, site, software, windows
NaN
KB0042559
Distributor Portal - order status not transferring
English
bariskutay.ovun@eu.corp.airliquide.com
297
Ute SCHOPEN
Uncategorized
Published
2025-09-29 14:34:46
6
GIO Service Desk
NaN
#########
5.00
Customers portals & ecommerce
NaN
NaN
NaN
382
2025-06-27 7:37:35
#########
NaN
BEU-CSM-DIGITAL-PRODUCTS
COUNTRY/REGION:Germany ENTITY:BIS EUROPE SYMPTOMS: Order statuses are not transferring between Distributor Portal and SAP (the user opened an ESS ticket about it) STEPS: Open an incident and assign it to CE_BRM-CX-L2 LOGGING CATEGORISATION: Business service: Customers portals & ecommerce Configuration item: DISTRIBUTOR PORTAL - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BEU-CSM-DIGITAL-PRODUCTS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
tuOtempO - email for password reset does not arrive
English
bariskutay.ovun@eu.corp.airliquide.com
53
Janos TIMAR-SC
Uncategorized
Published
2025-07-30 11:08:57
6
GIO Service Desk
NaN
#########
NaN
HCDIT-FR-Tuo Tempo
NaN
NaN
NaN
6
2025-01-09 14:51:39
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:SPAIN ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User cannot access the application tuOtempO due to "wrong password" error message and when he clicks on "Forgotten password" no email arrives. BEFORE YOU START: Make sure to have followed the steps on KB0042763. STEPS: Instruct user to contact the tuOtempO Application administrator to ask them to reset his tuOtempO password or to send him an email to reset the password. LOGGING CATEGORISATION: Business service: HCDIT-FR-Tuo Tempo Situation: Access issue [Incident] Resolution Notes: User was directed to contact the Application administrator to ask them to reset the tuOtempO password or to send the user an email to reset the password. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
TMI Time Management Imputation - How to access to website / application
English
bariskutay.ovun@eu.corp.airliquide.com
10
Zied JEDIDI-SC
Uncategorized
Published
2025-07-30 12:28:55
8
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
12
2024-10-07 9:30:00
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is contacting for information on how to access or report issues with the Time Management Imputation website / application R&D Time Management System concerns BEFORE YOU START: Time tracking tool. Application is found in the Air Liquide website and Kite Homepage. INC ARTICLE TYPE: FCR TEAM: L1
access, airliquide, application, bariskutay, com, corp, english, how, imputation, information, jedidi-sc, link, lumapps, management, ovun@eu, portal, software, time, tmi, tmi time management imputation - how to access to website / application, webapp, website, zied
NaN
KB0025729
Webex - General information
English
bariskutay.ovun@eu.corp.airliquide.com
611
Xavier CHRISTIANY-SC
Uncategorized
Published
2025-08-19 11:02:26
6
GIO Service Desk
NaN
#########
2.00
GIO-NET-Office Telephony
NaN
NaN
NaN
227
2025-06-24 11:13:47
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:EU ENTITY:BIS EUROPE, BIS E&C SYMPTOMS: User calling requesting guidance/information STEPS: - If you asking is calling asking for guidance on how to use the new telephony system, you can provide the following guide - If a user is requesting information about the Webex calling user portal, you can provide the following guide - How to set up and manage the Webex calling voicemail: guide - How to set up a voicemail PIN / Password: guide - If a user is calling requesting how to pick up someone else's phone call on the Webex app, you can provide the following guide LOGGING CATEGORISATION: For the simple guidance and information request Business service: GIO-NET-Fixed & Mobile Communications Configuration item: Webex Calling Category: Application Subcategory: Installation / Deployment Resolution Notes: Assisted the user to solve Webex issue. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User does not have access to Kite and other intranet websites in Google Chrome and receives an authentication Pop-up window. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: 1. Please kindly make sure the user is properly authenticated with the Zscaler application as per KB0018978. If not: guide the user to connect to an external network and connect it with Okta. 2.Please Verify that the latest version of IVANTI and CORTEX (previously Symantec) are installed on the users machine. 3. Please always check the Credential Manager if there is any password saved and clear it if there is any! This EM is related to windows password expiration. https://auth.apps.airliquide.com/kerberos? If user receive the authentication Pop-up it means that the issue is related to windows password expiration so please reset the user`s NT password. PLEASE NOTE: YOU DO NOT HAVE TO AUTHENTICATE THE USER AND DO NOT HAVE TO SEND EMAIL OF THE WINDOWS PASSWORD RESET! Otherwise follow below steps: STEPS: From the steps below you may have to follow all, or just a few of them. First step only can solve the issue: 1. Verify that IPv6 is disabled KB0016697. IPv6 should be disabled on all adapters (Ivanti adapter will not show up unless you are connected to Ivanti) 2. Update Symantec policy and Zscaler Policy. 3.Open pulse.airliquide.com in Google Chrome 4. If KO: Run the proxy files: GMOPZscaler.reg, Proxy.reg, Zscaler.reg. You can find them in the attachment.Copy the files to the user's desktop and run them by double clicking on them. 5. Run 'gpupdate /force' command in CMD. 6. Restart the computer. In case the issue persists, follow KB0041422 LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Category: Application Subcategory: Support / Assistance Resolution Notes: After Windows password reset the user was able to access the internet again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: If you user is unable to print/set up due to error: 404 STEPS: Remote in to users PCGo to Control Panel Select "Small icons" and click on "Internet Options": Click on Advanced tab and scroll down to Security: Uncheck the box "Do not save encrypted pages to disk" and click on Apply: Normally, the change is dynamic so there is no need to restart the computer, but if the change has not taken effect, restart the laptop.After that, 404 error has disappeared and will complete the set up. LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-GOPS-CWS-MPS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
404, airliquide, apac, bariskutay, canon, com, corp, english, error, how, how to, matutina-sc, online, ovun@eu, printer, printer-, resolve, rose, uniflow
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KB0043853
Canon - Local Printer Installation
English
bariskutay.ovun@eu.corp.airliquide.com
192
Salman AHMED
Printing / Devices
Published
2025-09-29 13:49:14
6
GIO Service Desk
NaN
#########
NaN
BAMEI-Local printers
NaN
NaN
NaN
86
2025-07-14 1:23:43
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION: OMAN ENTITY:BIS AMEI SYMPTOMS: The user contacts you regarding printer installation in Oman BEFORE YOU START: This KB aims to provide information on the printer and its configuration in Oman. There is no MPS solution in place, there is only one printer in Oman STEPS: Printer name: ALOM-ALSIG-CANNON Model: iR-ADV C3325 Printer IP: 172.30.22.10 Driver can be found here 1. Open Control Panel and go to Devices and Printers and click on 'Add a printer' 2. Select 'The printer that I want isn't listed' 3. Select 'Add a printer using a TCP/IP address or hostname 4.Type in the IP address of the needed printer (illustration) 5. Add the driver, after it's installed test the printing. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user: Business service: BAMEI-Local printers Category: Devices Subcategory: Printers Resolution Notes: Cannon printer installed. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
Mobile Devices - SIM Card Activation for Canadian Users
English
bariskutay.ovun@eu.corp.airliquide.com
146
Sherri MURRAY-SC
Uncategorized
Published
2025-09-17 11:43:58
5
GIO Service Desk
NaN
#########
NaN
GIO-EUS-Mobile Fleet Management
NaN
NaN
NaN
31
2025-09-17 11:43:38
#########
NaN
GIO-NET-TEM
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: This KB article describes how to proceed if a Canadian user would like to activate a SIM card. STEPS: If the user has received a SIM Card but it is still not active, gather the SIM Card number and assign the ticket to the support group as per Logging Categorization below. LOGGING CATEGORISATION: Business service: GIO-NET-Fixed & Mobile Communications Configuration item: Other Category: Devices Subcategory: Accessories Assignment group: GIO-EUS-FS-CANADA-CELLPHONE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Business Partner needs a new password for Windows Admin. BEFORE YOU START: Business Partners can do password reset for themselves since 25/02/2021 from CARM. If they can't, it has to be done by Business Partners CARM approver. By: 1- Log to My Carm 2- In the homepage, click on My Team image 3- Click on user's Name to edit his/her CARM profile 4- Click on Manage Passwords. 5- Select only "ADM_xxx.yyy " then enter the new password of the ADM account Remember that BS are familiar with CARM yet. Assist them on how to reach CARM via Citrix. Share the url. https://carm.apps.airliquide.com/Carm/CarmInit.do STEPS: 1. Ask user to login to CARM with SSO. 2. Ask user to click on "Change Passwords" 4. Select the accounts to modify the password High Privileges: Windows ADM 5. Type a new password and click on "Submit" 6. The synchronization takes maximum 10 minutes. Ask user to test the new password. PLEASE NOTE!: After the next CARM update on the 24th September 2020, the end users will see a new security rules applied in addition to the existing one when they want to modify their passwords (carm, Windows, KITE etc.) in CARM. new rule : do not include weak words, meaning not include blacklisted words from the "Air Liquide world" Examples : entities names (alehos), AL product (hydrogen), gas, Airliquide, simple combinaison (azerty, password, user name ) etc... Here is the list of the blacklisted words : https://docs.google.com/spreadsheets/d/1trmE1KiSTfIbbNLIm35f1199QmyyiHccprOfmWD7tcg/edit#gid=0 LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CARM Request Business service: GIO - SEC - CARM Application Provisioning Situation: CARM - Target Application Access Request [Incident] Resolution notes: Service desk will guide the user on how business partners can reset their password. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
admin, airliquide, bariskutay, business, business partner, cao, com, corp, english, ovun@eu, partner, password, password reset, reset, vincent
NaN
KB0057138
Google Apps - Office Editing for Docs, Sheets & Slides
English
bariskutay.ovun@eu.corp.airliquide.com
12
NaN
Uncategorized
Published
2025-09-29 14:29:03
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
2
2025-09-29 11:10:05
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User would like to open/edit some MS Office files (doc, sheet, slide) but do not have MS Office suite in the computer. STEPS: 1) Guide user to https://chromewebstore.google.com/?hl=en. 2) Search for Office Editing for Docs, Sheets & Slides app. 3) Use Add to Chrome button. 4) Reboot Chrome browser LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Assistance needed with configuration of Chrome add-in In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling because: 1. SAP Logon Pad does not start or giving the error messages 2. SAP Logon Pad does not display any systems on the list BEFORE YOU START: Ask user: 1. In case of remote work - check if connected properly to the Air Liquide network through Ivanti. 2. Whether restarted PC already If the SAP Logon Pad does not start after the update, try the following steps: 1. Advise the user to run SAP Business Client 7.70 (it's an alternative User interface) once 2. Close it and run SAP Logon Pad that should starts without any issue The users should have the following 2 element installed (Except for South-Africa because they should use 760.):g_01380_sap_sappad-uni-7.70p8_en_16 g_01562_sap_sap-logon-pad-config-1.1_en_48 STEPS: In case user is calling about both cases and the issue persists: 1. Uninstall existing SAP GUI installation on Users PC 2. Install package c_00199_gio_sap-7.6p10-settings_en_16 3. Install SAP GUI 7.70 g_01380_sap_sappad-uni-7.70p8_en_16 (Please do not use SAP LogonPad automatic installation request in MyITCorner for this case) 4.- As additional workaround open Windows Settings > Apps & Features > Click in SAP GUI for Windows > click in modify and enter your Admin credentials. 5. If it will not help, please redirect incident to respective IT Field Service Team LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Managed Apps SAP Configuration item: Hostname Category: Application Subcategory: Bug / Defect Resolution Notes: User was able to open logon pad. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
HP - How to Open Tickets to Assign HP Support (EMEA)
English
bariskutay.ovun@eu.corp.airliquide.com
20
NaN
Uncategorized
Published
2025-10-08 11:59:40
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
0
2025-10-08 11:41:23
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:EU ENTITY: ALL (except for E&C German and Switzerland) SYMPTOMS: Onsite agent needs to involve HP support regarding an Hardware case. POSSIBLE CAUSES: In Warranty (IW): For the cases that the device is still under warranty by HP. Dead on Arrival (DOA): For machines not working within 30 days of opening, log the case using standard methods (ITSM or phone support).Customer-Induced Damage (CID): For issues like liquid spills or dropping a machine. Pictures may be requested.Wrong Product (WGP): Wrong Product means that the customer gets something different from what he/she actually ordered, not that what he/she for some reason ordered and then received accordingly is not was he expected it to be. Missing Product (MSG): Customer to provide the missing serial number. In case of missing noticed at delivery, a note has to be added by the receiver/ customer on the POD. BEFORE YOU START: 1) Make sure CI has HP device in the ticket. 2) Please check if the country you are operating has Direct or Indirect Hardware support. HP Region Country RTMHW support 'In Warranty' HW support 'Out of Warranty' HP Region Country RTMHW support 'In Warranty' HW support 'Out of Warranty' EMEAFranceDirectDirectDirectEMEASlovakiaDirectDirectDirectEMEAGermanyDirectDirectDirectEMEABotswanaIndirectIndirect - Thru ASP Indirect - Thru ASP EMEAItalyDirectDirectDirectEMEACongoIndirectIndirect - Thru ASP Indirect - Thru ASP EMEASpainDirectDirectDirectEMEAEgyptIndirectIndirect - Thru ASP Indirect - Thru ASP EMEABelgiumDirectDirectDirectEMEAIvory CoastIndirectIndirect - Thru ASP Indirect - Thru ASP EMEAPortugalDirectDirectIndirect - Thru ASP EMEAKazakhstanIndirectIndirect - Thru ASP Indirect - Thru ASP EMEAPolandDirectDirectDirect
REGION:AME ENTITY:BIS AME SYMPTOMS: External monitor isn't working - Issue happens especially to users with new laptops External monitor is not being recognized POSSIBLE CAUSES: The proper Monitor Driver is not installed on user´s computer There is a damage on the cables There is a damage on the computer ports There is a damage on the monitor itself. BEFORE YOU START: Get the computer name and serial number: Get it from the service tagOr by looking for the computer name in ServiceNow (MMS) KB0017683 Windows OS - Finding a computer in MMS (GLOBAL) STEPS: Validate cables and accessories status. 1.- Ask proving questions to confirm if all cables are properly plugged in. 2.- Confirm if cables work properly by validating if there is any physical damage or using a different cable which works properly. 3.- If determined that there is any issue with cables or docking station, ask user to submit a request for accessories or Docking station through myITcorner. Reinstall the video driver to fix it 1. From the user's computer, go to https://www.dell.com/support 2. Search for the computer's Serial Number to get to the Drivers 3. Filter for Video to make this easier 4.- Shut down the computer and turn it on after 10 seconds 5. If issue persists make sure if there could be any damage on the cables or ports of the computer by asking proving questions of the physical state of ports and cables. 6.- Make sure that the power cable of the computer is properly plugged in and ask user to confirm if there are any lights blinking in the monitor. 7.- Ask user to change the cables 8.- Only if determined that monitor, computer or cables need to be verified PHYSICALY, route ticket as per logging categorization below. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Category: Devices Subcategory: Hardware Assignment group: On site support as per location. Resolution Notes: Monitor is working properly after troubleshooting performed. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Oracle AMEI- Create New or Update to AME/Change position hierarchy or approval Limit
English
bariskutay.ovun@eu.corp.airliquide.com
64
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-29 14:07:45
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
15
2025-06-11 10:29:15
#########
NaN
BAP-COE-ORA-L2
COUNTRY/REGION: India ENTITY: BIS APAC SYMPTOMS: User called to add approvers or limit for AME, AOR and GL workflow, Create new rule Or Change position hierarchy or approval Limit BEFORE YOU START: Please make sure that request is the same as above. STEPS: Create ticket and assign to application team LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS - AMEI - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-ALIN-APP-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
Work from Home/Out Of Office - (Secure Remote Access / Okta)
English
bariskutay.ovun@eu.corp.airliquide.com
282
Chrystele GUEFFIER
OKTA / Mobile Enrollment
Published
2025-07-29 20:56:30
8
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
162
2025-06-25 8:17:02
#########
NaN
GIO-EUS-SD-EUROPE-L1
Work from Home/Out Of Office - (Secure Remote Access / Okta) To work remotely & Connect Safely within Air Liquide environments: This article concerns employees or subcontractors with an Air Liquide computer (Laptop, Chromebook) or a mobile device. Table of Contents Case 1: I want to work on GoogleCase 2: I want to use other apps Case 1: I want to work on Pulse: 1. Activate the 2-step verification: User guide 2. Visit the page: https://pulse.airliquide.com/ Case 2: I want to use other apps I require access to Ivanti Secure and have set up my Okta account. I am still in the Office: I Ask Access to Ivanti Secure: Secure Remote access in Carm.I am out of the Office: I have to ask my manager who's in the Network or have already access to Carm or Ivanti Secure to do it for me. Once you have set up your Okta account and have access to Ivanti Secure, learn how to use: Important: you must only use Ivanti Secure only if you already have set up Okta Verify! Okta Verify Ivanti Secure: Remote Access Okta procedures: - Once you have logged in for the first time, set up Okta Verify on your device. (example of Apps: Concur, My It Corner, Power BI, Osmose, Salesforce...etc) Ivanti Secure procedures (workstation): - Install it on Windows or Chromebook (example of apps: Oracle, SAP, ALTO.....etc) Secure Remote Access for Mobile (Mobile Business Only): - Request a Business-only role for android or Business-only role for IOS and access all internal applications from your corporate mobile device IMPORTANT: Video consumes a lot of bandwidth! Please close your Ivanti Secure connection during video meetings Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
2 step, able, acces, access, airliquide, ask, bariskutay, chrystele, com, corp, english, get, gueffier, have, home, how, how to get secure remote acces, office, okta, ooo, out, ovun@eu, prerequisites, prerequisites to have for working out of the office, pulse, pulse secure, remote, secure, software, sra, step, vpn, what, what i need to be able to work from home, work, working
NaN
KB0028490
DELL - user confirms PC received, onsite configuration needed
English
bariskutay.ovun@eu.corp.airliquide.com
87
Bassam ZINE
Uncategorized
Published
2025-07-01 10:03:34
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
40
2025-07-01 10:03:16
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: In case a PC order was made (onsite does not have PC in stock) via myITCorner to Dell, the user confirms that they received the PC and configuration of the PC is required. BEFORE YOU START: PLEASE CHECK IF THE USER HAS AN OPEN PC ORDER REQUEST AND DO NOT OPEN AN ADHOC TICKET, IF YES! Check if user has PC order request open in MMS ticket history: STEPS: 1. Open the RITM ticket and click on Catalog Tasks to see the CATTASK level.2. Open the CATTASK and check which assignment group it is assigned to.If GIO-EUS-USER DEVICES PARTNER DELL: Contact Dell responsible who has access to close this CATTASK. Once this CATTASK is closed, a new CATTASK will automatically open and will be automatically routed to the relevant onsite team to configure the PC. You can open that CATTASK and leave an update in the notes that the user chased and leave their availability in the worknotes. If ONSITE Team: Update the CATTASK with the fact that the user chased, and leave their availability in the worknotes. LOGGING CATEGORISATION: If there is an existing ticket, please update the already existing ticket! Business service: GIO - EUS - UWP - Windows OS Configuration item: PC hostname Category: Devices Subcategory: Operating System Assignment group (if not L1): L1.5 TICKET TYPE: Inc ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is experiencing a Certificate Issue with Cisco Jabber STEPS: Below are the steps on how to manually import the certificate for Cisco Jabber. Password: (Please reach out to an SME.) LOGGING CATEGORISATION: Ticket template to be used: CISCO JABBER - Telephony - issue Business service: GIO-NET-Office Telephony Situation: Bug/Defect [Incident] Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: The following article describes the process for requesting a site ID creation, deletion or modification in MMS CMDB and CARM. BEFORE YOU START: Applicability: All Air Liquide users Before requesting a site ID creation, have user check in Google Sheets if the Site ID has already been created [US, Canada and CCAM Site ID list] If the site has already been created, user may just need to submit the CARM creation, if not active yet. Follow instructions for Create a site in MMS and CARM and select the option "Create only a location in CARM". Always verify if user is able to access GIO Catalog request, if unable to do so, have user contact his local IT Approval or Budget Approval or POC. If unsure, you can submit the request on behalf of the user but inform that they will need to provide all the details as we have no information at all regarding this request. STEPS: Open Snowand search on left side ALL -> Catalogs (IT for IT/End User) To create a site search for Create a site in MMS and CARM To delete a site search for Close site in MMS and CARM To edit a site details search for Modify a site in MMS and CARM LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT. Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Assistance with raising the request In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITCorner Assistance request submitted.
address, airliquide, azerrad, bariskutay, carm, catalog, com, corp, creation, deletion, edit, editing, english, gio, id, infrastructure, laurence, location, manage, mms, mms manage my service service now servicenow carm site id creation siteid site id creation infrastructure gio catalog request site creation / modification / deletion site address edit modificaton update editing office address location site modification update, modification, modificaton, my, now, office, ovun@eu, request, service, servicenow, site, siteid, software, update
NaN
KB0010220
Password Reset Authentication Process
English
bariskutay.ovun@eu.corp.airliquide.com
1978
Pierre-Olivier MARTIN
Uncategorized
Published
2025-09-05 11:19:28
5
GIO Service Desk
NaN
#########
5.00
GIO - SEC - OKTA
NaN
NaN
NaN
203
2025-09-05 11:16:48
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Guidelines for authenticating users of Air Liquide IT services prior to having any password reset or account unlock by the Service Desk. BEFORE YOU START: PLEASE NOTE: YOU DO NOT HAVE TO AUTHENTICATE THE USER BEFORE UNLOCKING USER`S WINDOWS ACCOUNT!. This procedure aims to explain how the Service Desk must validate the identity of an end user whom is contacting in a context of: Windows/CARM/Google Account password resetApplications password resetBitlocker (encryption backup code request to be able to start a device) General Principles To allow end users who have been granted access and must have their identity validated prior to having any password reset or account unlock.Only the individual end user is authorized to have his/her password reset or account unlocked.End User Authentication must be done through phone from a call initiate by the Service desk (Call back).Global Service Desk will utilize provided MMS tools to cross-reference and validate end user identification. CARM manager and end user will automatically receive a confirmation email from the password reset. STEPS: Authentication procedure for identity validation End-user contacts the SD to request a password reset (Windows/Applications password/CARM/Google/ Bitlocker recovery key) Validate the phone numbers registered in MMS: a) User's phone number is available in MMS, and confirms that he/she is reachable on one of the numbers - Call back the user on the confirmed phone number, reset the password/communicate the recovery key/unlock the account. b) No phone number available in MMS or the user provides another one - Ask the phone number on which we can call back the user and logged in the ticket - Ask for the CARM manager's name (multiple names can be provided) - If user provides the correct name, call back the user and proceed with the required action Incorrect CARM manager provided by user Do not terminate call but provide the following information: We apologize for the missing information and the inconvenience this may cause you. I will need to place this call on hold and contact the CARM approver listed under your profile for identity validationContact CARM manager and and ask for the authentication of the user If the CARM Approver rejects or refuses. Inform the end user and ask him to get in touch with his CARM approver (close the ticket with relevant note).If the CARM Approver can not be reached, send an approval request by email and follow up by following the 3 strike process. If able to authenticate, renew on-hold call with the user, call back the user and proceed with the required action Password reset requirements: If the the user does not pick up the phone or there is a technical issue: Cancel the ticket. ALWAYS use the Password generator tool to define the new password.For Windows Password: New password will be setup in Active DirectoryPassword must be given to the user by phone and can only be a temporary password (change at next logon) except if the user is not present in the AL office.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: How to handle a webticket where you do not have enough information to categorize the ticket and you are unable to reach the end-user on the phone to be able to categorize it before creating the incident. DO NOT ATTACH THIS ARTICLE TO TICKETS! POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Make sure that you call the user back on their indicated phone number to check for missing information! STEPS: If the user is not reachable and you don't have enough information to categorize the intake ticket,1. Copy the mentioned information on the clipboard, 2. Then apply the Missing information Webticket template. Do not forget to paste back the information that was already in the ticket (as the template will delete everything in the description!) 3. After that, fill out the template: Make sure that you have the information from the original intake, and make sure to translate it to English! 4. Make sure the priority is not higher than P3. In case the user prioritized the ticket with high urgency and user impact, kindly check it out with an SME and request them to provide an explanation in the "Additional comments (Customer visible)" field why the ticket is not prioritized higher than P3. When the user provides the necessary information, then, the priority can be raised to P2 again in case the issue really qualifies for it. 5. Once you have more information from the user regarding the issueRecategorize the ticket and add the template relevant to the actual issue! How to add different templateTo add the relevant template, open a new intake, add the template to the new intake, and copy it in your ticket's description/title field! Important: If we do not have a relevant template for the issue, still delete the "Missing information webticket" template parts that are not relevant to the issue, and change the Short description of the incident! How to recategorize the ticket:1. Click on Default routing 2. Choose "Override assignment" from the dropdown list: 3. Update the situation according to the issue, then click Next. Your incident should be properly categorized now. LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Bug / Defect TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
BTS - My IT Corner - Standard application installation request
English
bariskutay.ovun@eu.corp.airliquide.com
4011
Laurence AZERRAD
Uncategorized
Published
2025-09-29 14:51:58
6
GIO Service Desk
NaN
#########
3.00
GIO - EUS - Service Desk
NaN
NaN
NaN
4072
2025-06-16 7:31:28
#########
NaN
GIO-EUS-GOPS-Apps-Deploy
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to install a standard Windows application on his/her PC. BEFORE YOU START: Please note that for each installation a separate REQUEST must be raised by the user! FOR E&C user, follow: KB0021689 STEPS: Open My IT Corner on the user's computer (Link here)Select 'Order Something'Go to the search bar and type the name or the applicationOR go to the 'Windows Applications' Category and search for the software from the listAsk the user to fill out the request with the required information, then click on 'Order Now'NOTE! In case the user cannot find the related PC in the list, ask the user to raise the request of 'Transfer a device'IF THE USER CANNOT FIND THE APPLICATION BY THE NAME > FOLLOW THE KB KB0012053 , AND ASSIST HIM/HER TO RAISE THE REQUEST FOR NON-STANDARD SOFTWAREUser will see his/her request under the tab of 'My Requests' where he/she can check who needs to approve it After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Standard software request submitted.
airliquide, application, azerrad, bariskutay, bts, com, corner, corp, english, install, installation, it, laurence, my, ovun@eu, request, software, standard, standard application, standard software, windows, windows application request
NaN
KB0051325
XWC - Printer name not found on Client XWC
English
bariskutay.ovun@eu.corp.airliquide.com
711
Sebastien PLAUD
Printing / Devices
Published
2025-09-29 13:49:17
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - MPS
NaN
NaN
NaN
102
2025-07-14 1:13:59
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: The user is calling because he cannot find a printing on XWC client BEFORE YOU START: Direct printing is no longer permitted for MPS printers. But if a user requires a specific printer to be configured for direct printing, they must contact their Key Device Contact (KDC) to submit a Demand request for approval, which must include security team approval through DTAP, justifying the need for direct printing. (Check if the printer is MPS KB0051313) STEPS: 1. Secure Printing Only: -Users must use the Follow-Print-PCL6-Xerox on their laptops for secure printing. This queue enables printing to any printer on site. -Users must scan their badge at the printer to release their print jobs. 2. Direct Printing Requests: -If the printer is not found in the XWC client search, it indicates that the printer is not configured for direct printing due to security restrictions. -To request direct printing, the user must contact the KDC to raise a Demand request for the specific printer. Important:Direct printing is not allowed under any circumstances unless explicitly authorized via the Demand request process. Demand Request Link: https://airliquide.service-now.com/now/nav/ui/classic/params/target/dmn_demand.do%3Fsys_id%3D-1%26sysparm_stack%3Ddmn_demand_list.do LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Printer name Category: Devices Subcategory: Printers Resolution Notes: assisted the user install the print TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:FRANCE ENTITY:ALL SYMPTOMS: User is contacting the Service Desk because their PIN code is blocked, and they need the PUK code to access their mobile device. BEFORE YOU START: Information to collect from the user: NamePhone number (affected line) Scope: FRANCE ONLY! STEPS: 1. Connect to MMS and open the Mobile Inventory. Link: https://airliquide.service-now.com/nav_to.do?uri=%2Fu_mobile_inventory_list.do%3Fsysparm_userpref_module%3D9c9b58654f82f200eaa6ab6ba110c7c1%26sysparm_clear_stack%3Dtrue2. Search for the Line number (important: Number is an ID number, not the phone number! Line number is based on the international phone number format for instance Local format :06xxxxxxx / International format: 336xxxxxxxxxx)! Make sure the Line number is selected when you search! .3. Select the line number by clicking on the number.3. Check if the name of the user is attributed to this given phone number. Provider should be OBS, and the PUK ID can be found under "Other information".Scenario 1: Phone number is under the caller's name.- Check the PUK code and send an email to the caller's Air Liquide email address with the PUK code with his/her Manager in CC from the ticket. Never share the PUK on call/ Never send the PUK to an email address that doesn't belong to the AIR LIQUIDE's domain (@Airliquide.com/..@VITALAIRE.com/...)! It is forbidden to send a PUK code to any personal email address! Template: https://docs.google.com/document/d/1VKldMfJENOOrHRgomgvQLtweuARSRrXlDOx2QitY_2k Scenario 2: Phone number is under someone else's name.- Check the PUK code and send an email to the caller's Air Liquide email address with the PUK code with his/her Manager in CC from the ticket.IMPORTANT: If caller cannot be found in MMS (for example, a new joiner who does not have their account prepared yet), log the ticket under their manager's name after confirmation and send the PUK code to the manager's email adress. Never share the PUK on call/ Never send the PUK to an email address that doesn't belong to the AIR LIQUIDE's domain (@Airliquide.com/..@VITALAIRE.com/...)! It is forbidden to send a PUK code to any personal email address! Template: https://docs.google.com/document/d/1VKldMfJENOOrHRgomgvQLtweuARSRrXlDOx2QitY_2kScenario 3: PUK code field is empty/PUK code gets blocked/The phone number cannot be found in the system. - Redirect user to contact Fleet manager via MyITCorner as per KB0025591 - Mobile device - PUK code cannot be found in the system [FRANCE only]. User will need to fill out the form and submit it in order to get in contact with the fleet manager. -IMPORTANT: the request may not be available. In all likelihood this means that the entity is not managed by GIO and consequently the PUK code is not up-to-date. In this case the requester has to contact his local fleet manager. Example: In this example, the provider is SFR which is not under our scope, so the user should be redirected to MyITCorner! Further concerns: - Multiple types of devices can require PUK code, this is not relevant in terms of handling the situation (it can be a mobile phone, a PDA, or a tablet with a SIM card)- Whether or not the phone is enrolled with Intelligent Hub is not relevant, as this has nothing to do with the SIM card.- In case user with the provider SFR calls to request PUK code, user should be always redirected to use the Fleet manager form in MyITCorner, as this is not under Helpdesk scope. LOGGING CATEGORISATION: Ticket template to be used: 0_EU[FRANCE] PUK CODE Business service: GIO-NET-Fixed & Mobile Communications Category: Devices Subcategory: Support / Assistance Resolution Notes: Provided user the PUK code. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: Vitalaire Germany Lox driver wants to enroll his tablet or tablet has to be reenrolled BEFORE YOU START: Make sure that the user is from Vitalaire Germany, user is a Lox driver and its about the tablet STEPS: For first enrollment: Business only account has to be requested via carm User should NOT use the automatically sent QR code he receive after account is generated. User will receive a different QR code from Vitalaire IT to enroll his phone For reenrollment or wrong enrolled device: Remove device from the Business only part in workspace To receive a new qr code send the ticket further to the resolver team LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT For first enrollment: Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted. For reenrollment or wrong enrolled device: Request to be used: Mobile device enrolment assistance Request details: Enrollment type: Business onlyOS Type: accordingly In case of blank ESS submitted by the User: Business service: BHC - VADE - Telephony Configuration item: VADE - Telephony - PROD Category: Devices Subcategory: Enrolment Resolution Notes: Mobile Device enrolment assistance form submitted.
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: Medical application is corrupted/buggy, reinstallation is needed. BEFORE YOU START: Make sure that the application is already installed on the user's PC. STEPS: Resintall the medical application as per KB0012860 LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Support / Assistance Resolution Notes: Reinstalled the medical application with Admin credentials. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:GLOBAL ENTITY:ALL SYMPTOMS: A POC user contacts you to install Zsclaer 4.6 or Netskope. POSSIBLE CAUSES: The user is in the POC List. BEFORE YOU START: Please verify that the user is part of the list before proceeding. The full list can be found here. Original documentation can be found here. STEPS: Uninstall the Zscaler Prod version 4.4 agent in the corporate workstation ( PW found in KeePass)Push the agent from Marimba : Zscaler version 4.6 ? Windows OS: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01712_zscaler_z-app-4.6.0.216_en_32 -install Or "C:\Program Files (x86)\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01712_zscaler_z-app-4.6.0.216_en_32 -install Netskope ? Windows OS: Ensure you restart the machine before installing Netskope with the command below: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01711_netskope_netskope-client-126.0.0.2387_ml_32 -install If the package is not installed, please enter this command: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01711_netskope_netskope-client-126.0.0.2387_ml_32 -repair 3. For ZSCALER agent installation: enter the email address in the zscaler step bar: And select Zscloud: For Netskope, we need to enter the email address:Activate the service: TBC NOTE: In case of any issue or upon a request from the user, roll back to Zscaler 4.4 LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Internet Access Configuration item: Secure Internet Access - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The following article describes the process for resetting the Windows Account Password through Active Directory (AD). User is not able to log in to his\hers windows account due to incorrect password, getting the error: The user name or password is incorrectWindows password not syncing after resetting in CARMUnable to access SSO Applications using SSO: Windows NT login, SmartSolve, Ace On-Line, ALEMIS, Maximo 7, LiveLink, TMS/LMS (My Talent, Constellation), MetricStream, Workday, Tableau Unable to access Network Shared Drives/Folder already mappedUnable to change passwords in CARM BEFORE YOU START: Users must always be connected to the Air Liquide network (LAN, Wi-Fi or VPN) in order to perform a password reset, otherwise: Password reset will not replicateAccount will get locked ALWAYS AUTHENTICATE USERS FOR ANY PASSWORD RESET Password Reset Authentication Process (GLOBAL) NOTE: Authentication and password can only be provided to the account owner based on the Air Liquide Password Security Policies! Always verify: a) If user can access their Air Liquide computer and it is connected to the Air Liquide network: guide user towards the Self Service Password Reset option on CARM: CARM - End-User Guide - How to change my accounts passwords ? (article can be shared with users) b) If the user cannot access their Air Liquide computer but the computer is on Air Liquide corporate network and the user has their Mobile phone enrolled to Intelligent HUB + Okta is configured: Ask the End-user to try to perform Self-service password reset (article can be shared with users) If the account is expired, see KB0041513 - Windows Account - Expired If the account is locked, see KB0011364 - Windows Account - unlock account If the computer is "out of domain" or giving "trust relationship" error, see KB0041516 - Windows - The security database on the server does not have a computer account for this workstation If the user is working remotely without access to their session and no VPN connection is active on the PC, see KB0023599 - Windows Account - out of office password reset STEPS: 1. Find the user in Service Now 2. Check the error message (The user name or password is incorrect.) 3. Check the username (Change user) 4. Identify the issue Check in AD if the account is locked or expired if NOT locked and not expired = reset NT password 5. Open the template in Service Now according to the issue. 6. Authenticate the end user following Authentication process 7. Generate a password with Password generator: https://passwordsgenerator.net/ as per SD Procedure - Password Security Policy (Global) See Password generator- Windows password reset (Internal Helpdesk) 8. Close the Active Directory User properties window 9. In AD right click on user and select reset password 10. Type the password in the "New password" field and repeat it in the "Confirm password" field. Tick "User must change the password at next logon" (only if the user is in the office)Tick "Unlock users account"Click OK and Close the Window. 10. Tell the new temporary password to the user by phone 11. Inform the user that he cant change the password twice a day for himself/herself. NOTE: One of the issues that could have provoked the password confusion in the first place is the keyboard (QWERTY/AZERTY). Therefore it would be best to give the user a password NOT containing "Q", "W", "A" or "Z". General rules for creating password: At least 8 charactersAt least 1 alphabetic letterAt least 1 numberAt least one symbol (e.g.: !*&/$?+ )Different from the last 24 passwordsOwn name or Air Liquide MUST NOT be used If the temporary password is not working, its possible to take remote control of the PC and check it. Windows password reset can also be done through IBM/Tivoli CARM - How to Reset Passwords in IBM/Tivoli (Global) See Windows Account - Windows Password Reset Process (Global) for the different scenarios 13. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORIZATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password reset Request details: Phone number to provide the password: number confirmed by the userWhich password: WindowsReason: Provide the reason for the reset In case of blank ESS Incident submitted for the user: Business service: GIO - SEC - OKTA Category: Application Subcategory: Account and Password Configuration item: OKTA - Prod Cancellation Notes: Submitted request via Password Reset MMS Catalog form
CONCUR TRAVEL/ E-EXPENSE- USER ADMINISTRATION TOOL for the SD
English
bariskutay.ovun@eu.corp.airliquide.com
111
Sandrine STERVINOU
Uncategorized
Published
2025-09-26 10:34:33
11
GIO Service Desk
NaN
#########
5.00
Travel expense management
NaN
NaN
NaN
108
2024-08-14 9:50:36
#########
NaN
BCF-GLOBAL APPLICATIONS-WEB APPS
COUNTRY/REGION: EU ENTITY: ALL SYMPTOMS: This KB describes an internal SD process. User`s call that something is not working in the application CONCUR. STEPS: Link to Concur: https://www.concursolutions.com Username: sdeurope@airliquide.com OBT Concur profile FORM: https://docs.google.com/forms/d/e/1FAIpQLSf1up1MfgIWWUL65Ax-hXUsf8b_mO_NYquAfvt-gOBxcw56kg/viewform ARTICLE TYPE: Process TEAM: L1
admin, administration, airliquide, approve, approve a request, approver, approver can`t approve the expense, bariskutay, book, book a travel, can, com, concur, concur admin, concur admin tool, concur credentials, concur helpdesk, corp, credentials, e-expense-, english, expence, expense, helpdesk, ovun@eu, profil, request, roles, roles in concur, sandrine, sd, software, stervinou, tool, travel, user profil`s issue., validate, validate an expense
NaN
KB0045055
NAVISION - Modify a user profile in Navision (user CANNOT provide a clone ID)
English
bariskutay.ovun@eu.corp.airliquide.com
209
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:33
6
GIO Service Desk
NaN
#########
NaN
BAMEI - Navision - Application
NaN
NaN
NaN
65
2025-06-09 13:24:41
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User needs assistance to modify his Navision profile E.g. -Job change / required for your job -Access to different parts of Navision -No access to Nav or Sales (but he has an existing Navision account) POSSIBLE CAUSES: -User would like to access a new function within Navision what he never had before (update/modify profile needed) BEFORE YOU START: if user can provide a clone ID for the Navision account modification, please follow KB0020117. STEPS: A request (Modify a user profile in Navision) should be raised in My IT Corner by the end user where he can specify his need. LOGGING CATEGORISATION: Business service: Depending on the department (ask user!) - - BAMEI - Navision - Procurement - BAMEI - Navision - Sales - BAMEI - Navision - Logistic and Supply Chain - BAMEI - Navision - Production - BAMEI - Navision - Health Care Category: Application Subcategory: Bug / Defect Resolution Notes: User opened the request on CARM. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
Workday - Create, update or terminate the CARM Account of an employee managed by Workday
English
bariskutay.ovun@eu.corp.airliquide.com
337
Guillaume CHIROL
Uncategorized
Published
2025-09-29 14:55:31
7
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
74
2025-01-30 15:05:35
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Internal process: HR Team is requesting to apply an urgent change (Termination) of an Air Liquide employee's profile. BEFORE YOU START: Make sure that HR person raised the request Open the related Catalog Task assigned to GIO-EUS-SD-ACCOUNT-MNGT for all user/account details. STEPS: 1. Sign into CARM https://carm.apps.airliquide.com/ 2. In the homepage, search for user`s name 3. Select the users Name to edit his/her CARM profile 4. Click on Notify departure / transfer / manager change of selected persons And click on Departure from Air Liquide Corporation (with accounts deletion request) 5. Fill the mandatory fields marked by a red star Workflow start date (date of departure)Replacement (must be the CARM approver of the user) --> Please note: if the CARM approver of the affected user is not in CARM anymore, select the person who raised the cattask as replacement Justification: Put the REQ reference number 6. Click on Submit to launch the departure request As a result, concerned users accounts are disabled immediately for a retention period of 14days before final deletion. 7. There is no need to keep the cattask pending status -> kindly take a screenshot from CARM that you performed the deletion like this one: 8. "Closed complete" the CATTASK attach this screenshot to the cattask and close itif user is not present in CARM anymore -> cancel the cattask saying he/she is not existing in CARM anymore Termination: if the CARM approver of the affected user is not in CARM anymore, pls select the person who raised the CATTASK as replacement. We have 60 mins to manage those CATTASK CATTASK about account modification to be CANCELLED as it must be done in Workday -> note in closer notes that HR must done this action in WorkdayCANCEL the CATTASK if the account has been already created/deleted in CARM, no action needed from SDNo need the user (requester, HR employe)`s confirmation after performing the required action, pls CLOSE the ticket by adding a screenshot from CARMPut the CATTASK to "Planned with user" state if any issue occurs during the creation / important checks need to be done / we need to contact the requester for informationLeave the CATTASK OPEN in the unassigned queue if the SD cannot contact the request opener due to the time difference, the proper SD will chase the user -> note that in the worknotes After the creation of the user profile in CARM, "closed complete" the Catalog Task. ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Agents receiving a call from a VIP user. BEFORE YOU START: Make sure you gather all the needed information regarding the case and pay attention to the detail and follow the process correctly. STEPS: Gather information and provide the correct troubleshooting to the user's issue. If the issue cannot be resolved during the call, assign the case immediately to the L1.5 agents so they can dispatch it to the correct onsite team and inform the team in direct manner. ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION:Germany ENTITY:All(except Vitalaire - E&C - DE-AL GMS and DE-AL GMS GmbH) SYMPTOMS: The user likes to request for MyGas tracking settings & changes for one of the German companies. BEFORE YOU START: myGAS Tracking is a web application based on Servitrax for internal cylinder tracking at the customer's premises and enables the Servitrax Online service offering. It can be accessed via https://www.mygastracking.com/ myGAS Tracking offers seamless inventory management and identification of all delivered containers per consumption point on the customer's premises. The requester can use the below mentioned request so that we can e.g. add new or modify existing users in the tool. STEPS: Provide this link to the user or Go to myitcorner then click Order Something. Under Categories click on Applications and then on the CE Local IT tile (Central Europe Local IT). Select "Mobile device support" in the drop down menu This link is not accessible for the ServiceDesk LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Standard software request submitted. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
airliquide, bariskutay, ce, ce it, central, central europe local it, changes, com, corp, english, europe, germany, julia, local, local it, mygas, mygas tracking, myitcorner, ovun@eu, request, settings, sperling, tracking
NaN
KB0011447
Printer - Coloured printing not possible
English
bariskutay.ovun@eu.corp.airliquide.com
186
Jerome BACHELERIE
Printing / Devices
Published
2025-09-29 13:49:06
6
GIO Service Desk
NaN
#########
4.00
GIO - EUS - MPS
NaN
NaN
NaN
266
2025-07-14 1:08:03
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is not able to print in colour with coloured xerox printer or the tab for setting the colour is missing in printer properties STEPS: Remote user`s pc and: Option A 1.Go to 'Printers and Scanners' 2. Select impacted printer and click on 'Manage' 3. Select printer properties > Advanced tab > select another driver from the list > click on 'OK' 4. In the printer's preferences go to the Image options tab and check if unticking the Xerox B&W option is possible 5. Ask user to print out something in colour. Option B Go to 'Printers and Scanners'Remove the Xerox printerChoose Print server properties on the right sideChoose the 'Drivers' tabFind the driver of the Xerox printer and select itClick on remove button > choose Remove driver and driver package > click OK Add the xerox printer > check if the driver is again visible in the listCheck if the extra tab in printer properties for setting the colour is visible and can be modified > untick the box for coloured printingAsk user to print out something in colour. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Hostname of printer Category: Devices Subcategory: Printers Resolution Notes: After modifying the settings in printer properties, the user was able to print in color. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
Local printer - Scan folder not visible on user's PC
English
bariskutay.ovun@eu.corp.airliquide.com
34
Boldizsar TOTH-SC
Printing / Devices
Published
2025-07-14 0:45:08
5
GIO Service Desk
NaN
#########
NaN
BAMEI-Local printers
NaN
NaN
NaN
0
2025-07-14 0:41:11
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:CAMEROON ENTITY:BIS CAMEROON SYMPTOMS: Scan folder not visible on Cameroon user's PC. BEFORE YOU START: For scanning on the network printers, the Scan-to-Folder method is used. This means that whenever a user scans a document on one of the printers, the scanned document is sent to the user's dedicated folder on a shared drive. If a user doesn't have the shared drive mapped in their File Explorer, the folder can be added manually. STEPS: 1. Open File Explorer and click on 'This PC/Ce PC' 2. Click on the 'Computer' tab and select 'Map Network Drive' 3. Add the bellow path making sure that you put the user's actual first and last name in the last section \\172.30.107.8\scan\ 4. (Optional): If you cannot map the drive with the user's name at the end, try to simply map the folder as \\172.30.107.8\scan and then look for the user's folder manually OR you can also consult the scan folder path on the printer's Portal within the 'Address Book' option: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user: Business service: BAMEI-Local printers Configuration item: printer name if exists Category: Devices Subcategory: Printers Resolution Notes: Remote to user PC and install related driver TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:BIS EU, BIS E&C SYMPTOMS: User is calling about the Click-to-call option. STEPS: If the number is not recognized by Chrome (phone number in an email): use Webex Calling Chrome extension and place a call by selecting the phone number and right-click If the number is recognized by Chrome, (Google contacts) use the Windows Default App by clicking on the number LOGGING CATEGORISATION: Business service: GIO-NET-Fixed & Mobile Communications Configuration item: Webex Calling Category: Application Subcategory: Installation / Deployment Resolution Notes: Assisted the user to solve Webex issue. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AMEI ENTITY:ALL (except for India, Egypt and South Africa) SYMPTOMS: User needs to request a new accessory (network cable, HDMI,VGA, charger, mouse, docking, battery). BEFORE YOU START: - If user is from South Africa please follow KB0044991. - If user is from India please follow KB0044990. - If user is from Egypt please follow KB0044986. STEPS: - Redirect user to open a request in My IT Corner. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineReason: User needs to request a new accessory.
COUNTRY/REGION: EU ENTITY: BIS EUROPE SYMPTOMS: User calls asking for SCADA, PI Processbook or PI Datalink re-installation on pc (if user needs new installation, request needs to be raised in MyItCorner). BEFORE YOU START: For PI Datalink, make sure that Excel is installed on the user's computer, otherwise the installation will keep failing. As this is an Excel add-in, user needs to request the installation of Excel before the installation of Datalink! STEPS: When you have a request for SCADA / PI Processbook installation, the following packages: l_00016 , l_00017 , l_00020 should be installed on the PC (in this same order): https://marimba.apps.airliquide.com:5282/BIS_ALS/Components/l_00016_osisoft_pi-processbook-3.7.1.249_en_16 https://marimba.apps.airliquide.com:5282/BIS_ALS/Components/l_00017_osisoft_pi-datalink-5.5.2.0_en_16 https://marimba.apps.airliquide.com:5282/BIS_ALS/Components/l_00020_osisoft_pi-af-client-2.10.10.2539_en_16 After PI Datalink installation reboot of pc is required. If you try to launch PI Datalink and you receive the error "Program has stopped working" this is because you have not restarted pc after the installation Please make sure to restart pc once after the install has been done N.B. PI Username is always sc_user Depending of the users country (physical location), the default server may change: For the Asian area: Network name of the default PI Server: sg-s-asia-hist1 For the German area: Network name of the default PI Server: de-s-duss-hist1 For the European (except Germany) area: Network name of the default PI Server: id3ser-pi001 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Standard software request submitted.
MyITcorner - What application is published for whom
English
bariskutay.ovun@eu.corp.airliquide.com
55
Petra JUNKER
Uncategorized
Published
2025-07-30 12:29:01
8
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
2
2024-07-17 8:29:52
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: This document will show how Service Desk are able to check which Windows applications are published for whom in the myITcorner Windows App Store. BEFORE YOU START: Please note: Installation of Excel, Powerpoint, Word and Access are now available for BIS APAC. STEPS: 1. Open the URL for MarimbaApps and you will get the view below. 2. Here it is shown, how it can be searched for requested software 3. Fill the name field like in this example shown with “*Royal” . All information about “Royal” will be shown. If it does not exist, there will be no result. Following the example “Royal”, the result is that an application “Royal TS” was published.In this column you find the most relevant information: Groups: for which BIS is the application published Language: in which language is the application published Licence type: - Free: no licence needed and can be also installed by Marimba Tool - Volume/Key: Manager and Budget Approval needed → only allowed to install by Marimba tool, if request was approved Marimba ID: is the same ID which can be used in Marimba Tool for installation. Version: published application version TICKET TYPE: Adhoc ARTICLE TYPE: Process TEAM: L1
airliquide, app, application, available, bariskutay, bis, com, corner, corp, english, entity, for, it, junker, my, my it corner, myitcorner, ovun@eu, petra, published, software, what, which, whom, windows
NaN
KB0012053
BTS - My IT Corner - request Non-Standard Software installation
English
bariskutay.ovun@eu.corp.airliquide.com
5186
Luc MELEN
Uncategorized
Published
2025-09-29 14:51:56
6
GIO Service Desk
NaN
#########
4.00
GIO - EUS - Service Desk
NaN
NaN
NaN
8604
2025-07-24 10:39:41
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:EU, APAC ENTITY:ALL SYMPTOMS: User is required to have an unreferenced/non-standard program installed. Request has not yet been created. BEFORE YOU START: Before sharing the non-standard software request with user, look for the specific request in MyITCorner and if it is findable, share the link with user (DO NOT SUBMIT IT ON THEIR BEHALF). You can also guide user to look for it by name in the same site MyITCorner If the requested software or application was not found in MyITCorner, please follow steps below. For Americas, follow KB0051653 - MyITCorner - Requests for Application Installation in the Americas STEPS: Guide user to trigger the request by myAssistant chatbot. Demonstration: Please note: After submitting the request, user`s CARM approver as well as the IT manager need to approve it! SD to approach APPROVER to obtain install source of the software (if needed). After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: My IT corner request submitted.
airliquide, app, appl, application, assistance, bariskutay, bts, com, corner, corp, created, english, install, installation, luc, melen, my, my it corner, no, no request created yet, non-standard, nonstandard, nonstandard application, nonstandard software, not, not standard app, ovun@eu, program, programme, request, software, stand, standard, unreferenced, unreferenced application, user assistance with no stand appl install in my it corner user need to install unreferenced application, yet
NaN
KB0020942
Software / application - installation request on CUW / AL device
English
bariskutay.ovun@eu.corp.airliquide.com
303
Dennis ROSENKRANZ
Uncategorized
Published
2025-09-29 14:32:26
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
199
2025-04-22 14:10:31
#########
NaN
BHC-VADE-IT
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - VITALAIRE entity requesting new application installation on CUW (AL) desktop/tablet/notebook/laptop/toughbook/toughpad BEFORE YOU START: NOTE: DE - VITALAIRE users DO NOT HAVE NON-STANDARD APPLICATION request option in MY IT Corner. ( only " normal automatic windows application software " STEPS: !!!ONLY can be used for DE-VITALAIRE users!!! User need a new software installation or software update on a CUW / AL device: WorkstationNotebook + Tablet (laptop and Surface)Toughbook + Toughpad 1. Take over user's pc, guide Enduser to check if software proper version available in: MY IT Corner and request for the automatic installation: Home End User Catalog Windows applications https://airliquide.service-now.com/myitcorner?id=al_sc_category&sys_id=ec3457ec1b30609013524150f54bcb7b If NOT available follow point 2. 2. We are allowed to install Free Software without request for now.If Requested software requires license: Budget approver has to be contacted by the user. After written approval we can install the software aswell.If in doubt ticket can be sent to BHC-VADE-IT LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Application Subcategory: Installation / Deployment Assignment group: BHC-VADE-IT TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
SmartPlant P&ID on Citrix - How to Make a Request for Access
English
bariskutay.ovun@eu.corp.airliquide.com
45
Pawel TYBURSKI-SC
Uncategorized
Published
2025-07-29 20:16:27
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
1
2024-07-16 11:53:33
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User is calling or opening a ticket to Service Desk for accessing SmartPlant P&ID Citrix Desktop. BEFORE YOU START: There are 3 options to deliver such a desktop, based on user language. Citrix SmartPlant P&ID (Chinese Language) (E&C)Citrix SmartPlant P&ID (English Language) (E&C)Citrix SmartPlant P&ID (Russian Language) (E&C) STEPS: Redirect user to open a specific request for access in My IT Corner. Path: myITCorner Catalog > Applications > Engineering & Construction > Sort A-Z -> Choose the request based on user needs LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Users are calling for UBIQUITY Control center Manager web client to add to their browser. BEFORE YOU START: Since Ubiquity v14 Control Center is no longer the main client to access and manage your Ubiquity context . The web client is now the standard way, it allows the management of the domain resources and registered devices Ubiquity runtimes (Lexa Gateway, HMIs), allows to connect to a specific device, to instantiate a VPN, to manage remote serial ports, and to use interactive tools as remote desktop, file exchange, etc. STEPS: 1) To log into Ubiquity server use your Chrome browser and go this url: https://cmt-prod-acs.apps.airliquide.com:10445/login *NB: You may be asked to accept the private connection you can avoid that next time by installing this certificate ca.crt You can either choose to log in with your email address if validated or with your username and your domain Air Liquide.Then enter your password. NB: Password can be retrieved via Cant Access ? button (if email is validated). 2) Ubiquity web client - Access Once logged in you will land on a similar web interface depending on your context and profile. 3) Ubiquity web client - runtime remote access Mandatory To use VPN and Interactive access you will have to install UbiquityTool and configure Connection Settings, both will require admin privileges on your workstation. 4) Ubiquity web client - UbiquityTool UbiquityTool has to be downloaded and install directly from the web client. 5) Ubiquity web client - Connection Settings Once UbiquityTool properly installed go to Connection settings and accept applet opening then configure port as indicated. Get CA certificate from this link and import it, admin privileges will be needed.Leave Proxy to None and Apply. You are now ready to launch VPN or Interactive access depending on your profile. LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: Connected Maintenance Assignment group (if not L1): ALZ-EU-GCS-Remote Assets-L2, ALZ-AP-GCS-Remote Assets-L2, ALZ-AME-GCS-Remote Assets-L2 TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1.5
airliquide, alizent, alz, bariskutay, center, client, com, configuration, connected, connected maintenance run information, control, corp, english, global, information, installation, loic, maintenance, manager, miram, ovun@eu, run, ubiquity, web
NaN
KB0055868
Care Orchestrator - Database Initialization Failure
English
bariskutay.ovun@eu.corp.airliquide.com
202
NaN
Uncategorized
Published
2025-05-30 16:31:58
5
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
68
2025-05-30 16:30:53
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:GLOBAL ENTITY:BIS HOMEHEALTHCARE SYMPTOMS: User is calling regarding installation of the medical application: Care Orchestrator Essence. Error may occur during launch: The application will shutdown because of database initialization failure. POSSIBLE CAUSES: The application or DBDefense is outdated, reinstallation is needed. BEFORE YOU START: Care Orchestrator Essence Download: 📎 Link: Google Drive - Installer Files Recommended version: 4.6.1 Minimum version: 4.5.1 Official documentation: https://docs.google.com/document/d/1sqM6NNHuE7f4CEOsRK6claDW4l5H5aJgP-JDMmX2yh0/edit?tab=t.0 STEPS: Uninstall DBDefense If present, uninstall DBDefense first.This is required to remove or reinstall Care Orchestrator properly. 2. Uninstall Care Orchestrator (if reinstalling) Go to "Add or Remove Programs"Uninstall Care Orchestrator Essence Select the option:Uninstall Care Orchestrator Essence and remove all associated data. 3. Manually uninstall MS SQL Server 2017 (only if installation already failed) Open Add or Remove ProgramsUninstall Microsoft SQL Server 2017 During uninstall, select only:Database Engine Services 4. Delete residual folders (only if reinstalling) Navigate to:C:\Users\Public\Philips\Delete the following folders:Care Orchestrator EssenceCOESQLServiceStartTask ?? Make sure DBDefense is uninstalled before doing this. 5. Install Care Orchestrator Disconnect the PC from the AL network.Use a hotspot or external network.Download the installer from Google Drive as minimum version 4.5.1 or 4.6.1 on 24H2 machines (https://drive.google.com/drive/folders/1tSOvV8h-9r_ekFjTdlDQXinWywnI0Dhc?usp=drive_link ).Run the installer with Administrator rights.Follow the steps from the vendor manual (also in Google Drive). If installation is still failed, kindly assign to the relevant field service group. LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Functional / Technical Issue Resolution Notes: Assisted the user to install the medical application : Care Orchestrator Essence TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
4.5.1, 4.6.1, airliquide, bariskutay, care, care orchestrator, com, corp, database, english, error, failure, initialization, installation, issue, orchestrator, ovun@eu, reinstallation, update, version
NaN
KB0054257
BTS Windows - Password Reset
English
bariskutay.ovun@eu.corp.airliquide.com
231
NaN
Windows - Storage / Performance
Published
2025-09-29 12:51:54
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
145
2025-04-21 14:25:45
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: The following article describes the process for resetting the Windows Account Password through Active Directory (AD). User is not able to log in to his\her windows account due to incorrect password, getting the error: The user name or password is incorrectWindows password not syncing after resetting in CARMUnable to access SSO Applications using SSO: Windows NT login, SmartSolve, Ace On-Line, ALEMIS, Maximo 7, LiveLink, TMS/LMS (My Talent, Constellation), MetricStream, Workday, Tableau Unable to access Network Shared Drives/Folder already mappedUnable to change passwords in CARM POSSIBLE CAUSES: User didn't update the password before it expired. User was on long term leave. etc BEFORE YOU START: Please check if user able to perform Self-Service Password Reset. OKTA - Self-Service password reset - KB0055288 STEPS: Users must always be connected to the Air Liquide network (LAN, Wi-Fi or VPN) in order to perform a password reset, otherwise: Password reset will not replicateAccount will get lockCan cause computer to get out of domain ALWAYS AUTHENTICATE USERS FOR ANY PASSWORD RESET Password Reset Authentication Process (GLOBAL) NOTE: Authentication and password can only be provided to the account owner based on the Air Liquide Password Security Policies! Always verify if user can access computer and is connected to the Air Liquide network, if so, guide user towards the Self Service Password Reset Tools CARM - End-User Guide - How to change my accounts passwords ? or Windows Password Reset Tool (articles can be shared with the users) If the user is Working remotely and is: Unable to connect to the Air Liquide networkUnable to change the passwords through the SSPRTUnable to access the computer Users must always be connected to the Air Liquide network (LAN, Wi-Fi or VPN) in order to perform a password reset If the account is expired, see KB0041513 - Windows Account - Expired If the account is locked, see KB0011364 - Windows Account - unlock account If the computer is "out of domain" or giving "trust relationship" error, see Windows - Cannot log in to the PC, PC Out Of Domain (Global) STEPS: 1. Find the user in Service Now 2. Check the error message (The user name or password is incorrect.) 3. Check the username (Change user) 4. Identify the issue Check in AD if the account is locked or expired if NOT locked and not expired = reset NT password 5. Authenticate the end user following Authentication process 6. Generate a password with Password generator: https://passwordsgenerator.net/ as per SD Procedure - Password Security Policy (Global)See Password generator- Windows password reset (Internal Helpdesk) 7. Close the Active Directory User properties window 8. In AD right click on user and select reset password 9. Type the password in the "New password" field and repeat it in the "Confirm password" field. Tick "User must change the password at next logon" (only if the user is in the office)Tick "Unlock users account"Click OK and Close the Window. 10. Tell the new temporary password to the user by phone 11. Inform the user that he/she cant change the password twice a day for himself/herself. 12. Raise the request for the user https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=9c0ee6dcc3dc66545af01485e001314f&searchTerm=sdr 13. Close the Cattask generated by the Request 14. Send security email from Cattask to the user and to the CARM approver and close the Cattask with resolution note in user's language. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password Reset Request details: Which Password: WindowsReason: User is not able to log in to his\her windows account -o-Resolution Notes for Cattask: Reset user's Windows password in AD.
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: In case you need to check the residual value of a PC as per process. STEPS: In your ticket, add the PC as configuration item, then look for the assigned computer .Click on the "i" button for more information, once it's open NOTE: in case of you can't find the pc in CI, you can check it here too: https://airliquide.service-now.com/u_cmdb_ci_workstation_list.do?sysparm_userpref_module=8205ca882bc9820031584e2119da15393. The PC's record will open. In this page, look for Asset, and again, click on the 'i' button. 4. This will take you to the Asset record, scroll down and you will find the Residual value. If the residual value is 0,00 , do not ask for a quotation but- Raise the Break&Fix request + then send it to L1.5 to assign the ticket to onsite - If the PC doesn't have Financing information (it's empty) and the residual value is 0, then the PC is probably brand new and the data is not yet synchronized. In this case, always contact the Dell responsible! ARTICLE TYPE: Process TEAM: L1
airliquide, asset, bariskutay, check, check residual value, com, corp, dell, device, device value, english, hardware, how, how to, morival, nathalie, ovun@eu, pc, price, residual, residual value, value
NaN
KB0057084
HP - How to Open Tickets to Assign HP Support (AME)
English
bariskutay.ovun@eu.corp.airliquide.com
5
NaN
Uncategorized
Published
2025-09-28 22:59:44
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
0
2025-09-28 22:48:49
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:AME ENTITY: ALL SYMPTOMS: Onsite agent needs to involve HP support regarding an Hardware case. POSSIBLE CAUSES: DOA (Dead on Arrival) Cases: For machines not working within 30 days of opening, log the case using standard methods (ITSM or phone support) and indicate "DOA" in the subject/description.Customer-Induced Damage (CID): For issues like liquid spills or dropping a machine, indicate "CID" in the short description. Pictures may be requested. BEFORE YOU START: 1) Please check if the country you are operating has Direct or Indirect Hardware support. HP Region Country RTMHW support 'In Warranty' HW support 'Out of Warranty' NAUnited StatesDirectDirectDirectNACanadaDirectDirectDirectLATAMBrazilDirectDirectIndirect - Thru LAR partners listLATAMArgentinaDirectDirectIndirect - Thru LAR partners listLATAMChileIndirectDirectIndirect - Thru LAR partners listLATAMColombiaIndirectDirectIndirect - Thru LAR partners listLATAMDominican RepublicIndirectIndirect - Thru LAR partners listIndirect - Thru LAR partners listLATAMMexicoIndirectDirectIndirect - Thru ASP LATAMParaguayIndirectIndirect - Thru LAR partners listIndirect - Thru LAR partners listLATAMUruguayIndirectIndirect - Thru LAR partners listIndirect - Thru LAR partners list If it's covered under Indirect - Thru ASP, please use the phone option to proceed with involving HP support. Please check the attached PDF file for the HP Priority Services Helpline Numbers for countries with DIRECT (!) support for Break & Fix. 2) Active Approval: For onsite visits, the impacted end user will receive an email or SMS to validate the visit date. Active approval is required in certain countries STEPS: 1) Phone Support Indirect - Thru ASP If user's country listed as indirect - Thru ASP, need to reach partner local company for support. Please follow this Service Locator link: https://support.hp.com/us-en/help/service-center (Example look is down below. Ê) Choose the most convenient partner to reach out. Direct When you try to reach HP support via phone, you HAVE to use the PIN to have priority on the case. Air Liquide NA MGT: 73614 Air Liquide LATAM MGT: 73613 2) ITSM Support (Reminder: Do not log cases through ITSM for indirect countries as it will result in redirection to an ASP.) - Priority PIN is already embedded in ITSM, so you don't need to worry about it. Please follow the categorization in below example. - After you logged the ticket, make sure first it's assigned to the queue/resolver team you belong. After that, you are allowed to assign HP queue. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of the device Category: Devices Subcategory: Hardware Assignment group (if not L1): After assigning to your own group, it's GIO-EUS-USER DEVICES PARTNER HP ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: User calling to declare a hardware issue. POSSIBLE CAUSES: Out of warranty or accidental damage . BEFORE YOU START: - Warranty status needs to be checked through the DELL website before proceeding : https://www.dell.com/support/home - Please note that the accidental damage is considered always as an out of warranty process . - Specific process for docking station and battery KB0011513 - In any case of an out of warranty issue, residual value of the pc needs to be checked in KB0025453 - Please note: we always need to request a DELL Technician except one case when the HDD needs to be replaced!! Provisionally we must send emails to request a quotation to lamia_khaldi@dell.com, wwgio-assets@airliquide.com as well as to airliquide.support.fr@dell.com! STEPS: - Open an Incident - An email should be sent within the incident itself to lamia_khaldi@dell.com, wwgio-assets@airliquide.com and airliquide.support.fr@dell.com asking for a quotation ( delete the user from the 'To' field,keep the subject how it is filled automatically) - email template to be used : https://docs.google.com/document/d/1NWW99kKr0d8-20L9hE9FkaRC-VKT1ifA-JKWC-gKB4c/edit - PO numbers for each country : - Customer numbers and PO numbers for each country : Customer numberPO Number (2024)AustriaAT26895305111027246BelgiumBE34618365111027242DenmarkDK29639265111027233FinlandFI23137315111027236FranceFR56684755111279442GermanyDE71166415111027239ItalyIT35830245111027230NetherlandsNL44714465111027244NorwayNO30015445111027250PolandPL40999505111026172PortugalPT11232225111027231SpainES37040215111027245SwedenSE32966075111027232United KingdomGB153776005111027238 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Resolution Notes: N/A TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRYCanada ENTITY:Vitalaire SYMPTOMS: This article explains the process for providing support to the Healthcare Canada Application Microsoft D365 Finance and Operations - ERP At present 3 subsidiaries have gone live RTS - Respiratory Therapy SpecialistISM - Inspiration MedicsPOX - Prairie Oxygen BEFORE YOU START: Users may use different terminologies when describing the application they are having trouble with: For Microsoft D365 or Dynamics 365 they may use Aria ERPAria MicrosoftAria D365Vitalaire ERP - if this is used the question will have to be asked is this the AS400 or Microsoft D365ERP - please ask what subsidiary they are calling from, see above.Warehouse Emulator Access This application is cloud based and uses SSO to access OKTA and Air Liquide network is required Microsoft D365 production URL: https://alhc-ca-prod.operations.dynamics.com/ - If user is requesting access or credentials for Emulator you can create the ticket and assign it to D365 group. STEPS: Out of scope of the Service Desk, use Configuration Item and Business Service to determine the default routing rules to assign the tickets to the appropriate team. LOGGING CATEGORISATION: Business service: BAM - ALHC - D365 Configuration item: Air Liquide Healthcare - Microsoft D365 - Canada - PROD Category: Application Subcategory: Depending on issue reported Assignment group: BAM-APP-L2-ALHC-D365 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: Apps
365, air, airliquide, america, americas, application, applications, aria, bariskutay, ca, canada, cannot create certain pr for capex\n air liquide healthcare health care canada applications application software user america americas ca rhs vitalaire\n microsoft d365 finance and operations erp dynamics 365 dynamics365 aria vitalaire d 365 wharehouse emulator, capex, care, certain, com, concerns, corp, create, d365, dynamics, dynamics365, emulator, english, erp, finance, health, healthcare, liquide, mary, microsoft, operations, ovun@eu, pr, rhs, sherman, software, vitalaire, wharehouse
NaN
KB0027710
MIR INC0971466 - Appstream- Unable to get into appstream (June 30th, 2022)
English
ben.lai@as.corp.airliquide.com
10
Tim GIDDEY-SC
Uncategorized
Published
2022-09-02 11:26:51
15
Major Incident Reports
NaN
#########
NaN
BAP - AUHC - Managed Applications
NaN
NaN
NaN
0
2022-07-01 16:32:30
#########
INC0971466
GIO-NET-APAC-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Appstream- Unable to get into appstream INC0971466 - June 30th, 2022 Timezone : GMT +10 Total outage duration : 15 Hours 09 Minutes Executive Summary Classification : Major business apps outage On June 30th, 2022 at 11:04 am GMT+10 (Australia Melbourne local time), multiple Australian users reported an incident, affecting the application Appstream, Dynamics GP. They get stuck in a connecting loop when trying to enter GIO AD credentials on the application login screen. The INC0970702 (P2 priority) was created. At first we thought the root cause was on a Firewall (tunnel down), and the N&T team activated the second tunnel dedicated to this application; this operation seemed to have resolved the issue following customers feedback at 11:04 am GMT+10 (Australia Melbourne local time). On July 1st, 2022 at 01:22 GMT+10 (Australia Melbourne local time), Australian users called back and reported the application was still unavailable. The incident INC0971466 was created (P1 priority as 250 people were affected). A troubleshooting session with PSS & ADAS experts identified we needed to rollback operations implemented during incident INC0970702; which was proceeded. The application was still unavailable. Eventually, the AWS Appstream servers were rebooted, which resumed the service; the application was then fully available. On July 1st, 2022 at 16:32 GMT, the service was restored, leading to a service disruption of 15 Hours 17 Minutes. Probably the root cause was on AWS servers or application side. On July 1st, 2022 at 16:32 GMT+10, the incident is resolved, leading to a service disruption of 15 Hours 17 Minutes Major steps leading to incident resolution1 June 30th, 2022 01 :22 GMT +10: P2 Issue reported and ticket is opened because mulltiple users were not able to connect to appstream 01:25 GMT +10 : Preliminary checks seemed to show issue with AD service 01:59 GMT +10 : Ticket escalated to P1 as more users were reported to be affected. Investigations ongoing 05:29 GMT +10 : Domain Controller reported to be available 05:33 GMT +10 : Engineer reported that AD service account TEISAN\svc_bap_appstream has not been changed (password or rights) no authentication failures related to this account. Investigations continue 07:36 GMT +10 : Engineers declared AWS subnet 10.232.1.128/25 to AD Site Singapore instead of Australian 07:54 GMT +10: Engineers rollbacked AWS subnet 10.232.1.128/25 to AD Site Australian 08:28 GMT +10 : Engineer requested a network trace from a server of this subnet 10.232.1.128/25 during domain join 14:24 GMT +10: The debugging session continued with different teams. ADAS team provided its full support on this. As a result the issue did not seem to be linked to Active Directory. 15:11 GMT +10 : As the issue is confirmed to not come from AD, the ticket is transfered to the APAC Network team 16:32 GMT +10: Issue is resolved after first turning off the second tunnel interface on AUS AWS firewall, user tried access appstream still failed. Then AWS apps stream server restarted and users were able to access apps stream Initial root cause 16:32 GMT +10 : AWS AUS servers was not able to complete TCP connection to AUS AD Server due to asymmetric route when both ipsec tunnel interface to AWS AUS were up Actions plan N/A External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043529.
MIR INC0897228 - Great Plains - There are Currently No Logon Servers Available to Service the Logon
English
ben.lai@as.corp.airliquide.com
2
Franco HEE
Uncategorized
Published
2022-09-02 10:17:35
8
Major Incident Reports
NaN
#########
NaN
BAP - AUHC - Managed Applications - Dynamics Great Plains
NaN
NaN
NaN
0
2022-02-24 14:36:46
#########
INC0897228
GIO-NET-APAC-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Great Plains - There are Currently No Logon Servers Available to Service the Logon Request INC0897228 - February 24th, 2022 Timezone : SGT Total outage duration : 46 minutes Executive Summary Classification : Major connectivity outage On February 24th, 2022 at 20:50 pm SGT, a user reported an incident affecting the connection to AWS, users unable to logon to a server which was hosted in AWS. As such, users are unable to launch the Dynamics Great Plains (CDA L2 app) application. The a priori root cause was due to the routing advertising not functioning after site migration to SDWAN. On Feb 24th, 2022 at 21.36pm SGT, the incident was resolved, leading to a service disruption of 46 minutes. Major steps leading to incident resolution1 February 24, 2022 20:50 : User raised INC0897228 reporting they are unable to logon to a server which was hosted in AWS. As such, users are unable to launch the Dynamics Great Plains (CDA L2 app) application. 20:55 : Network Team is checking on the connectivity in the site. 21:05 : Network Team found the routing advertising is not working as expected after the SDWAN migration which just completed. 21:20 : Network Team engaged vendors (AT&T and NCR) to diagnose the routing issue 21:30 : Vendors are performing diagnostic and validation on the device. 21:36 : Incident was resolved after the routing issue was rectified. Initial root cause The advertised routing is not working as expected, as such it brings impact to the users Actions plan Work closely with vendors to identify the device’s configuration end to end. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043167.
MIR INC1054631 - No access / slow access to Internet for all China sites | Zscaler 03749201 | INC000
English
ben.lai@as.corp.airliquide.com
1
Ben LAI
Uncategorized
Published
2024-02-07 17:54:17
11
Major Incident Reports
NaN
#########
NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
0
2022-11-11 12:18:22
#########
INC1054631
GIO-NET-APAC-L3
NaN
03749201, access, address, airliquide, all, apac, ben, ben lai, bis, bis apac\n make sure all zscaler traffic in china toward hongkong firewall use only ip address of hongkong internet router, china, com, corp, english, firewall, hongkong, inc000, inc1054631, internet, ip, lai, lai@as, make, mir, no, only, router, sites, slow, sure, toward, traffic, use, zscaler
NaN
KB0055687
External Storage - How to get Read&Write Access
English
benyamin.bensalah@eu.corp.airliquide.com
1473
NaN
Uncategorized
Published
2025-06-09 17:59:53
4
GIO Service Desk
NaN
#########
3.50
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
396
2025-06-09 17:56:39
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article describes the steps to follow in case an end-user is reporting that they are unable to write to or format their external hard drive/USB key/SD card/DVD. POSSIBLE CAUSES: To keep information and data more secure, Air Liquide is introducing a new restriction dedicated to USB keys, DVDs, and SD cards usage. This update is designed to reduce the risk of losing important data or having it accessed by unauthorized individuals. BEFORE YOU START: The restriction on the external storage usage came to effect on the 30th of April 2025. What's changing? Users will only be able to read files on these devices. Users will not be able to save or download new files onto them. What's not changing? This policy does not apply to USB devices used for authentication (like smart card readers). It also does not apply to other accessories like headsets. STEPS: If an end-user is reporting that they need to have the ability to write to or format their external storage device, guide the user as per below steps: 1. Guide user to open CARM 2. Go to 'My Access' and search for 'Device Access' 3. Select the 'USB Mass Storage authorization' option, then tick in 'Write authorization' 4. Ask user to provide a justification and have them submit the form. When the request is fully processed, the user should be able to write on external drives. Verifying if user has the write auhotization If the user has the access as per CARM but still cannot write to external drives, veryfi the following: 1. Go to AD and check if user has the following group added to their account (visible on 'Member of' tab): CARM_SG_MobileDeviceAccess_USBWrite_P 2. If the AD group is there, connect to the user's PC, open cmd as the user and run the following command to look for applied group policies on the PC: gpresult /h c:\temp\gpreport_user.html /scope:user 3. A file called gpreport_user.html will be generated on the C:\temp folder. When you open the file, check if the following policy comes up in the list of applied policies: ManagedDevices_AN_MassStorageRestriction-exceptions_P 4. If the policy does not appear in the file, open CMD as admin and run GPUPDATE /FORCE. 5. When the command has finished running, reboot for good measure and check if the policy is applied by either testing with the user or running the command from step 2. again (change the filename slightly in the command, example:gpreport_user1.html) 6. If the user still does not have write access on their drive, ask them to sign out from Windows and sign back in with their Windows Password instead of using any biometric option (facial recognition/fingerprint/PIN). If the GPO is still not applied on the PC:If you see in the html report that the GPO was not appliedORRun whoamI /groups command to find the related CARM Access Follow these actions with the user: log in as a user, by using windows password (no Pin)run the following commands in CMD opened as user (no admin)gpupdate /forcewhoamI /groupscheck if you can see in the result of WhoamI if you can see there the relevant carm grouplog user off and in again and test USB access Formatting requires Admin rights: In case a user faces issues where the Read and Write access has been applied but the format option still requires admin credentials with an external device / storage, please perform the actions above again which should resolve the issue as most possibly the GPO did not apply correctly. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access/Rights Resolution Notes: Show where to go request submitted. In case access is present on CARM but not synced with PC yet: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Devices Subcategory: Support / Assistance Resolution notes: Assisted to synchronize access with computer
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Printer not printing or showing offlineWindows does not recognize the connected USB printerIncorrect or generic printer driver installedPrint jobs stuck in the queue or printing gibberish POSSIBLE CAUSES: Outdated or incompatible printer driversWindows defaulting to incorrect port or driverRemnants of old printer installations causing conflictsImproper USB connection during driver installation BEFORE YOU START: Make sure that the printer has no hardware issues or errors displayed as such case falls out of scope and the user should contact their producer support. STEPS: Step 1: Remove Old Printer Installations Open Windows Settings > Devices > Printers & scannersRemove any existing entries for the problematic printer.Open an elevated CMD and type printmanagement.msc, and press Enter.Under Print Servers > Drivers, remove all entries related to the printer brand (e.g., HP, Brother).Right-click > Remove Driver PackageIf asked, choose to remove driver and driver packageIf multiple USB ports were used previously, remove all ghost printer instancesReboot the computer after uninstalling drivers to fully clear residual files. Step 2: Download the Correct Driver Go to the official support website for the printer brand:HP: https://support.hp.comBrother: https://support.brother.comSearch by printer model and download the Windows 11-compatible full driver package (avoid universal or generic drivers if possible). Step 3: Install the Printer Reconnect the printer via USB.Go to Settings > Devices > Printers & scanners > Add deviceIf Windows detects the printer and installs the correct driver, test printing.If not detected or wrong driver is used:Click The printer that I want isnt listedChoose Add a local printer or network printer with manual settingsSelect USB001 (Virtual printer port for USB) or similar where the device model is indicatedClick Have Disk > Browse to the driver folder you downloaded Step 4: Verify Driver and Port Open Control Panel > Devices and PrintersRight-click your printer > Printer PropertiesOn the Ports tab:Ensure the selected port matches the USB port used (e.g., USB001)On the Advanced tab:Confirm the correct driver is listed (should match printer model) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN ITIN CASE THE INSTALLATION FAILED, KINDLY PREPARE AN INCIDENT TICKET FOR L1.5 WITH THE RELATED DETAILS AND SCREENSHOTS Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user: Business service to be selected as per BIS: BIS - AMERICA: BAM - LOCAL PRINTERSBIS - AMEI: BAMEI - LOCAL PRINTERSBIS - APAC: BAP - LOCAL PRINTERSBIS - CF: BCF - LOCAL PRINTERSBIS - E&C: BEC - LOCAL PRINTERSBIS - EUROPE : BEU - LOCAL PRINTERSBIS - GM&T: BGMT - LOCAL PRINTERSBIS - HOME HEALTHCARE: BHC - LOCAL PRINTERS Configuration item: Hostname of user's PC Category: Devices Subcategory: Printers Resolution Notes: Assisted user with the installation of the printer driver. Afterwards, the user was able to print.
airliquide, bensalah@eu, benyamin, brother, com, corp, driver, driver installation, english, hardware, home, home printer, hp, installation, personal, personal printer, print, printer, scan, usb
NaN
KB0020503
ArcGIS Desktop - Installation
English
benyamin.bensalah@eu.corp.airliquide.com
51
Chiheb YAHIAOUI-SC
Uncategorized
Published
2025-07-30 11:08:50
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
34
2025-07-09 9:23:51
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User contacted to install ArcGIS Desktop Large Industry application. BEFORE YOU START: STEPS: Part 1 Installation Download the installer and ODBC driver from Google Drive .Create a folder on D:\ or C:\ e.g., D:\ArcGIS Desktop install.Extract the installation files into this folder.Run ArcGIS_Desktop_1082_180378.exe.Click Next, accept the agreement, and choose Complete installation.Install path: D:\Program Files (x86)\ArcGIS\Desktop10.8\ (change drive if needed).Click Install and wait ~20 minutes.Click Finish after installation completes.Install the ODBC Driver 17 for SQL Server run the installer and accept all defaults. For more details please follow this Guide. Part 2 License Authorization Open ArcGIS Administrator.Under Desktop, select Basic (ArcView) Single Use.Click Authorize Now.Choose I have installed my software and need to authorize it ? Next.Select Authorize with Esri using the Internet ? Next.Enter user info and organization/industry ? Next.Enter the license code: ESU282416823 ( No spaces after the key!) ? Next.Select I do not want to authorize any extensions ? Next twice.Wait for the authorization to complete ? click Finish.In ArcGIS Administrator, check Availability tab to verify license status (should show Yes).Launch ArcMap to confirm activation works.Restart the computer. For more details please follow this Guide. If there is any complication during the installation or application, please guide user to contact the application responsible contact: roger.clavero-sc@airliquide.com Tel: +32 478 99 03 34 ARTICLE TYPE: FCR TEAM: L1.5
Network - Wifi - unable to connect to AirLiquide-Corporate with AL PC (1 user)
English
benyamin.bensalah@eu.corp.airliquide.com
2504
Maik GERHARDS
Network / Connectivity
Published
2025-07-30 11:44:35
5
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1846
2025-06-03 11:08:45
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Cannot connect to AirLiquide-Corporate, it is not available, cannot see AirLiquide-Corporate on Airliquide laptop (Windows OS) BEFORE YOU START: If the user is not able to connect with cable from the office, please follow: KB0013547 1. If pc is new or has been remastered for windows 10 please ask the user to connect the pc with LAN cable and wait for 24 hours. 2. Check if the switch / wifi key combination or button is turned on. 3. IF YOU CANNOT CONNECT TO THE USERS PC RIGHT NOW FOLLOW STEP 9. 4. CHECK IF COMPUTER IS "IN USE" or "RETIRED" [see ticket INC1642392 for reference] IN CASE MULTIPLE OR ALL USERS ARE AFFECTED ON SITE: Follow KB0043047 STEPS: 1. Verify if SSID Airliquide-Corporate is present in the connection list a) Open "Control Panel" > "Network and Sharing Center" b) Click on "Manage Wireless network" 2. Verify that the PC is in the Wifi groups (GG?WW?PKI?WORKSTATION) Open Active Directory, search for the name of the computer and check the "Member of" tab and search for the Wifi group a) If it is a new PC: a PC is added only if it is in BBCA. Once the PC is recognized by BBCA/Marimba, the PC will be automatically member of the AD group. Let the PC to be connected on the LAN during the time BBCA recognizes it takes hours. 3. If it is not a new PC, but KO, do a gpupdate /force and try it again 4. If KO after gpupdate /force, do the following: a) Open CMD as Administrator on the user's PC b) Type the command: GPRESULT /R /SCOPE COMPUTER /user DOMAIN\firstname.lastname DOMAIN: EU / AMEI : "eu.corp.airliquide.com" Americas: "am.corp.airliquide.com" South America: "SA.corp.airliquide.com" APAC: "as.corp.airliquide.com" For example: GPRESULT /R /SCOPE COMPUTER /user as.corp.airliquide.com\firstname.lastname c) Verify if there is the GPO ManagedDevices_CN_Wifi-AL_P" d) Attach the gpresult to the ticket 5. Check if WIFI Certificate is existing on concerning machine a) Open MMC.exe as admin b) Click on 'File' and 'Add Snapin Certificate' c) Select 'Certificates' and click on 'Add' d) Choose 'Computer account', Then Finish and OK e) Click on Certificates f) then select Personal, and Certificates g) here you can see the expiration date f) If Certificate is expired please guide user to connect via Ethernet Cable and perform a hard reboot (pushing turn on button until restart).If the issue still persists for any reason please refer to Article : KB0056048 and send the ticket to the corresponding L1.5 team 6. Wifi card driver update Retrieve the last version of the driver (32 or 64 bits) from the DELL website and update the driver https://www.dell.com/support/incidents-online/fr/fr/frdhs1/contactus/dynamic Type service tag ==> go to Drivers and Downloads For more details, refer to KB0012275 - Windows - No connection on Non-Airliquide Wifi If the Wifi adapter is still not visible after the driver update proceed to the next step 7. Check if the BIOS is up to date Open System information and check the bios version and compare it with the version on the dell support page. if the version installed is older, download the new one from dell and update the BIOS. refer to KB0011847 BIOS - update 8. Check if the DNS is set to automatic on the concerned adapter Go to advanced adapter settings -> right click on the wifi adapter and click properties and check that: IPv6 should be disabled (not ticked) Select IPv4 and click on properties make sure that all settings are on automatic ( both IP and DNS) as shown bellow 9. Ask the user to open CMD and use the following commands (one at a time and press Enter after each of them) ipconfig /releaseipconfig /flushdnsipconfig /renew netsh int ip resetnetsh winsock reset Please ask the user if they have network. If not, restart the computer and ask again. LOGGING CATEGORISATION: Business Service: GIO - EUS - UWP - Windows OS Configuration Item: hostname Category: Network Subcategory: No Internet / Intranet Access Resolution Notes: After wifi troubleshooting, the user was able to connect to the AirLiquide-Corporate wifi network again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Application Visible on Taskbar But Not on Screen (Ghost Screen Issue)
English
benyamin.bensalah@eu.corp.airliquide.com
11
NaN
Uncategorized
Published
2025-07-01 11:11:52
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
0
2025-07-01 11:11:45
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: A user opens an application, and it appears on the taskbar, but the window is not visible on screen. POSSIBLE CAUSES: The application opens off-screen (ghost window) A multi-monitor setup was recently changed (e.g., monitor disconnected) The app was last positioned on a now-unavailable display BEFORE YOU START: Make sure that the application has no error message and present on the taskbar and it is not related to software functional issues. STEPS: 1. Hold Shift and right-click the applications icon on the taskbar. A classic window menu will appear with the following options: Restore Resets the window to its previous size and location. Minimize Sends the window to the taskbar. Maximize Forces the window to fill the screen. Move Lets you manually move the window using the arrow keys. 2. Choose Move, then use the arrow keys (usually ? or ?) to begin moving the window. 3. Once movement starts, move your mouse (without clicking) the hidden window will snap to your cursor. 4. Click once to place the window. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname of the machine Category: Application Subcategory: Functional / Technical issue Resolution Notes: Application window has been restored. ARTICLE TYPE: FCR TEAM: L1
airliquide, application, application not opening, bar, bensalah@eu, benyamin, but, com, corp, english, external, external screen, ghost, ghost screen, guest, not, opening, screen, software, task, task bar, taskbar, visible
NaN
KB0056973
WINDOWS - Cellular Network APN modification for SIM / E-SIM
English
benyamin.bensalah@eu.corp.airliquide.com
118
NaN
Windows - Storage / Performance
Published
2025-09-22 10:00:48
7
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
18
2025-09-11 11:59:17
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:France ENTITY:Healthcare SYMPTOMS: SIM Card option is available (Settings > Network & Internet > Cellular ) and SIM is detected, but the SIM could not connect. POSSIBLE CAUSES: The latest APN parameters of Orange have not been applied. BEFORE YOU START: Make sure that the issue is related to the network connection and there is no SIM detection issue or SIM activation issue in which cases consult KB0050695 / KB0012421. STEPS: Procedure for SIM placed in the machine: Make sure that the SIM is unlocked by activating the cellular connection and using the ping to unlock the SIM. Open APN SettingsOpen CMD and run the following command:start ms-settings:network-cellularsettingsOr navigate manually:Start ? Settings ? Network & Internet ? Cellular ? Operator settings.Add a New APNClick on Ajouter un nom du point daccès (APN) (Add an APN).Fill in the fields with the following values:Name: Orange EntreprisesAPN: orange-mibUser name: orangePassword: orangeRefrenceSave the Profile and set Orange Entreprises as DefaultDisconnect and reconnect to the cellular network for the new APN to take effect. Procedure for E-SIM: Make sure that the user has activated the E-SIM for which the activation email needs to be opened, the sign-up must be followed and the 3 steps activation process will provide the profile link to be added in the Settings > Cellular > E-SIM profile (requires admin rights). After the steps have been performed, return to the normal procedure to add the APN to finalize the process. In case of issues with the activation of SIM or E-SIM, please guide user to MyITCorner to contact the Fleet Manager. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Devices Subcategory: Connectivity Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 Resolution Notes: APN settings have been modified on Windows. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User contacted the Service Desk with the issue that Wordpad disappeared and needs a reinstallation of a similar solution. POSSIBLE CAUSES: WordPad has been discontinued and removed from all editions of Windows starting with Windows 11, version 24H2 and Windows Server 2025, so it is no longer included by default. Microsoft recommends using Microsoft Word for rich text editing and Notepad for plain text files. STEPS: Inform user about the removal of Wordpad and offer a solution to request it through My IT Corner according to KB0019309.One of the workaround solution that provides similar or better features is Notepad++.Marimba package: g_01588_don-ho_notepadpp-8.6.7_ml_48 LOGGING CATEGORISATION: Resolution Notes: Guided user to request the installation of another solution instead of Wordpad.
Windows - Airliquide Corporate Wifi - Certificate Expired
English
benyamin.bensalah@eu.corp.airliquide.com
61
NaN
Windows - Storage / Performance
Published
2025-09-29 12:51:56
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
9
2025-06-03 12:29:28
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot connect to Airliquide Wifi receiving one of the following error messages: "Cannot connect to this network" - "User name and password required" POSSIBLE CAUSES: 1. Incorrect or missing Active Directory (AD) registration: The device is not present in AD or placed in the wrong Organizational Unit (OU).The AD object contains flags such as to be returned or to be deleted, which prevent policy and certificate assignment. 2. Expired or corrupted WiFi certificate: The existing machine certificate used for WiFi authentication is outdated, invalid, or missing. 3. User attempting WiFi connection before machine is domain-authenticated: A fresh or reimaged machine may not yet have the necessary credentials or certificates until initial setup completes. 4. OU does not match the users entity: Policies and certificates are distributed based on location or business unit. A mismatch can block WiFi provisioning. BEFORE YOU START: Verify that the user's device is correctly registered in Active Directory (AD) - Find computers > Properties > Member Of and Object. The machine must be present and located in the appropriate Organizational Unit (OU) that corresponds to the user's entity or business unit. Additionally, ensure that the object entry does not contain any flags such as to be returned, to be deleted, or similar terms indicating decommissioning or removal. These flags can prevent the system from receiving necessary group policies and certificates. If the machine is missing from AD or placed in an incorrect OU and SD has no access to move it, escalate the issue to the local onsite support team for correction. STEPS: Scenario 1: Forcing the Newest Certificate via VPN (using certutil -pulse) 1. Connect to Public/Free/Hotspot WiFi & Launch Ivanti VPN 2. Delete Any Old WiFi Machine Certificate: Run mmc as an AdministratorGo to File > Add/Remove Snap-in Select Certificates, click Add, choose Computer account, then Local computer.Navigate to Certificates (Local Computer) > Personal > Certificates.Identify and delete any certificate that has expired or does not match the current date or naming convention for corporate WiFi. 3. Force Certificate Enrollment with certutil Run the following command to pulse certificate autoenrollment in Elevated Command Prompt:certutil -pulseNewest certificate should upload in a short while of couple of minutes 4. Verify New Certificate & Reconnect to WiFi Scenario 2: Correcting the OU by Moving the Machine to the Proper Entity (per CARM and MMS) 1. Confirm the Desired OU Based on CARM/MMS Data Example FR-Orkyn, correct object group is eu.corp.airliquide.com/[BIS-HHC]/[FR-ORKYN]/Resources/Workstations/... Laptops or Desktop (not to be deleted or another entity) 2. Try to move the machine to the correct OU 3. If the machine has been moved, please perform a hard reboot on Airliquide Ethernet cable to make sure the change applied 4. If KO > Escalate to OSS Scenario 3: OU Cannot Be Moved or Machine Not Present in AD (OSS Escalation Required) 1. Ensure that the object entry does not contain any flags such as to be returned, to be deleted, or similar terms indicating decommissioning or removal. These flags can prevent the system from receiving necessary group policies and certificates. If the machine is missing from AD or placed in an incorrect OU and SD has no access to move it, escalate the issue to the local onsite support team for correction. LOGGING CATEGORISATION: Business Service: GIO - EUS - UWP - Windows OS Configuration Item: hostname Category: Network Subcategory: No Internet / Intranet Access Assignment group (if not L1.5): OSS Resolution Notes: Certificate has been synchronized. ARTICLE TYPE: FCR / Assignment TEAM: L1.5
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User can not access to Confluence application Error message : 404 BEFORE YOU START: This application doesn't require AL Pc nor AL connection! Link for Conluence: https://confluencehhc.airliquide.com/ STEPS: For any problem about Jira/Confluence, user has to open a ticket in Jira application interface under the "SATLAS" project by explaining object of the incident. LOGGING CATEGORISATION: Business service: BHC - Other applications Configuration item: (if applicable) Situation: Bug/Defect TICKET TYPE: Incident ARTICLE TYPE: Incident TEAM: FCR
Office Applications - This App Has Been Blocked by Your System Administrator Error
English
benyamin.bensalah@eu.corp.airliquide.com
1295
NaN
Uncategorized
Published
2025-10-02 12:13:43
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
259
2025-10-02 12:12:59
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article provides steps to follow whenever an end-user is reporting that they are unable to open one/several of their Office applications.Upon opening the app in question or trying to open a file associated with the app, the following message comes up on the screen: POSSIBLE CAUSES: This error is expected in most cases as Air Liquide is deactivating Office licenses on computers belonging to users who are not allowed to keep their license. A full list of users to lose and to keep licenses can be found here: MS Office Efficiency - Deactivation For ALABS-NAM Argentina (BSC) please check the list of users who are allowed to use Excel 2021: RTR Airgas team - Excel users BEFORE YOU START: Whenever a user is reporting the issue, ALWAYS check the MS Office Efficiency - Deactivation file before proceeding with anything else. If you see that the user is in the 'USER TO BE DEACTIVATED' tab of the file, explain to the user that they have a multitude of options available to them to work with the Google Suite instead of the Office app they want to use, and provide information found about their options in KB0055243 - MS Office Deactivation If the user is on the 'USER NOT TO BE DEACTIVATED' tab and/or if they have a fully approved License Reactivation request and they are experiencing the issue, proceed with the below steps. The following only applies for FOR ALABS-NAM Argentina:For ALABS-NAM users always check the RTR Airgas team - Excel users list instead of the global list above. If the user is in the list, they can have Excel 2021 installed (check KB0051601 for package info), if they are getting the blocking message when opening Excel, submit the 'License Reactivation request' for the user and follow the steps of this article outlined below (disregard step 0. for these users). STEPS: 0. Confirm that the user is on the 'USER NOT TO BE DEACTIVATED' list and/or they have a fully processed request for license reactivation. 1. Go to AD, search for the user and check the 'Member of' tab of their account. The AD groups that are blocking individual apps are the following: Group blocking Access: ManagedDevices_SGD_block-MSAccess_PGroup blocking Excel: ManagedDevices_SGD_block-MSExcel_PGroup blocking Powerpoint: ManagedDevices_SGD_block-MSPowerPoint_PGroup blocking Word: Managed_SGD_block-MSWord_P 2. Make sure that the blocking group corresponding to the app the user needs is not present in their AD account, proceed with the next steps of this article. 3. Make sure that the PC of the user is connected to the Air Liquide network either in an office or via Ivanti. User on office network: Have the user SIGN OUT of their Windows session and ask them to sign back in using their WINDOWS PASSWORD (not with Windows Hello PIN!)Open CMD as the user (not with your ADM), and run the following command: gpupdate /forceWait until you see a message stating that the policy update was successfully completed, then have the user SIGN OUT and sign in againopen CMD as the user again and run the following command: whoami /groupsCheck if the blocking group of the app in question from step 1. of this article appears in the results or notIf the blocking group does not appear in the list, the issue is solved, open the app in question to see if the error is gone User is on Ivanti connection: Have the user LOCK (Windows+L button) their Windows session and ask them to sign back in using their WINDOWS PASSWORD (not with Windows Hello PIN!)Open CMD as the user (not with your ADM), and run the following command: gpupdate /forceWait until you see a message stating that the policy update was successfully completed, then have the user SIGN OUT and sign in againopen CMD as the user again and run the following command: whoami /groupsCheck if the blocking group of the app in question from step 1. of this article appears in the results or notIf the group still appears in the list, have the user perform a full reboot of the computerIf the group still appears after the reboot, perform the same cycle of steps one more timeIf the blocking group does not appear in the list, the issue is solved, open the app in question to see if the error is goneIf the message is still displayed at this point, ask the user to wait 5-10 minutes, the app will be unlocked on its own in that time *In case that above steps not solving the issue, please try to delete gpo cache located here: C:\WINDOWS\System32\GroupPolicy\User manually by access to the folder inside and delete all the subfolders. Or perform below steps: - Launch CMD via Admin credentials - run the following command to delete the GroupPolicy folder : RD /S /Q "%WinDir%\System32\GroupPolicy" - run the following command to delete the GroupPolicyUsers folder and its contents : RD /S /Q "%WinDir%\System32\GroupPolicyUsers" - After deleting the cached folders, run gpupdate /force, reboot the PC once complete. - After reboot, run whoami /groups in cmd, and confirmed ManagedDevices_SGD_block-MSExcel_P is not in the list anymore. - Launch Excel and confirmed that it is now working. Potential Issues: If the user already has an approved REACTIVATION Request for an application but the AD group blocking access to the app is still present in their AD account, an Incident needs to be sent to the resolver team mentionned in the Logging Categorization. Please make sure to mention the RITM number of the approved REACTIVATION Request in your incident.Please note that reassignment to this team is only justified in this exact scenario! LOGGING CATEGORISATION:Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Availability and Performance Issue Assignment group (In case manual AD group removal is needed): GIO-EUS-SD-EUROPE-L1.5 > GIO-EUS-GOPS-MGMT-INFRA-L3 Resolution Notes: Office app block removed. ARTICLE TYPE: FCR TEAM: L1
access, access blocked, administrator, airliquide, app, applications, apps, been, bensalah@eu, benyamin, blocked, com, corp, deactivation, english, excel, excel blocked, has, office, office app, office apps, office blocked, office reactivation office deactivation, powerpoint, powerpoint blocked, reactivation, software, system, this app has been blocked by your system administrator, this app has been blocked by your system administrator office, word, word blocked, your
NaN
KB0056852
MPS - XWC - Job release not working (red cross icon)
English
benyamin.bensalah@eu.corp.airliquide.com
97
NaN
Uncategorized
Published
2025-08-21 11:59:39
3
GIO Service Desk
NaN
#########
2.00
GIO - EUS - MPS
NaN
NaN
NaN
22
2025-08-21 11:59:10
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot print through XWC client due to red cross error message on the printer next to the printing queue after a successful authentication. POSSIBLE CAUSES: Incorrect user log in to the XWC client or a duplicated DNS. BEFORE YOU START: Check laptop DNS resolution with NSLOOKUP hostname command (if laptop is having two IP addresses for resolution please check with GIO-SEC-AD-AUTHENTICATION SERVICES-L2) STEPS: 1. Sign out / Disconnect from XWC client Click "^" at the bottom-right (hidden icons) ? right-click XWC.Choose Discconnect 2. Sign in / Connect back to XWC client Click "^" at the bottom-right (hidden icons) ? right-click XWC.Choose ConnectAt the connection page make sure that Okta does not skip the authentication and the user could manually type the email address (critical step) Note: If the email address is automatically recognized and the log in passed without correct Okta authentication, please repeat the process from Step 1 until it provides to type the email address. 3. Test the printing with the user Send out a test print Relevant document: https://docs.google.com/presentation/d/1GBxTB9iwvWioJ6979SVZS6jCcoaNvK3QjJ2EzDYk8JI/edit?slide=id.g3745ddbdacf_0_0#slide=id.g3745ddbdacf_0_0 In case of KO, route to GIO-EUS-SD-EUROPE-L1.5. -----In case to assign L1.5 do the following attachments:- Error message is related to application issue- Hostname of the machine and the printer - attached nslookup hostname command and ping results on the printer- Printed out printer configuration pages LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Configuration item: Printer name (if possible) Category: Devices Subcategory: Printers Resolution Notes: User was able to register to XWC. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: SIM Card option is available (Settings > Network & Internet > Cellular ) and SIM is detected, but there is no connection. STEPS: Change between SIM1 / SIM2 and test that the correct socket is selected.In case of APN connectivity issue, please refer to KB0056973If the issue still persist, proceed with KB0050695 LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - [WINDOWS] Driver install/upgrade Business service: GIO - EUS - UWP - Windows OS Situation: OS - peripheral malfunctioning TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User reports login or functional issue within application NEHOMES (used on PDAs) NEHOMES Operations for Mobile efficient systems, the tool to acquire data on field (Maintenance, Pickup, Delivery...) NOTE: FROM JUNE 2024 the users have been switch to NEHOMES you can shared the GUIDE Users within Air Liquide use Homes : FR-ALHIST FR-ALEHOS DEVELOPMENT FR-PHARMADOM-ORKYN FR-VITALAIRE FR-ADAIR POSSIBLE CAUSES: the user uses the old homes app user not moved from HOMES to NEHOMES (done by Manager/ champion ) BEFORE YOU START: First time login into Nehomes: KB0048277 You can check the guide, also can be shared with users : https://docs.google.com/presentation/d/1pM-F1QcdTTEZs7pC4j3TUPprXGYu6pkOn2uHzJ5T57o/edit#slide=id.g2c082fc4f83_3_0 STEPS: Login issues 1. First connection error 1/3; you are not authorized to access this source NOTE: should have moved the user from HOMES to NeHOMES 2. Make sure the Orange world is selected - KB0033761 3. forgot password: user needs to reply to the security question Functional issues within neHomes:, MISSION Server connection issue : make sure the network is on In case of any other functional issue take a screenshot with mention of the error message and type of action did please route your ticket to BHC-SUPPORT-L1 LOGGING CATEGORISATION: Business service: BHC - FO - NéHomes France Configuration item: NéHomes - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BHC-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: In order to keep our fleet of Windows devices supported, all Windows 10 devices have to be upgraded to build 23H2 - Windows 11. This article aims to describe what users need to do in order to upgrade their computer and will help you answer any questions the users may have regarding the upgrade process. POSSIBLE CAUSES: For troubleshooting and issues please follow: KB0043636 BEFORE YOU START: Prerequisites: Make sure that the PC has 42 GB or greater available disk spaceMake sure that the PC is connected to InternetMake sure that the PC is conneted via Charging Cable (more than 50% battery health is needed)Make sure that all components are present in BBCA and in C:\_INSTALL\CUP11_2023For more information: https://learn.microsoft.com/en-us/windows/whats-new/windows-11-requirementsThe deployment of CUP packages is currently suspended for Latitude 5430 models until further notice. Users with such PCs will not get all the packages until the outstanding issues with this model are addressed by Dell/Microsoft. Please share the following End User FAQ with the user: https://airliquide.service-now.com/myitcorner?id=kb_article&table=kb_knowledge&sysparm_article=KB0050064 CUP 11 supported machines (table is subject to change) Latitude 5410 Latitude 5540 Latitude 7424 Rugged Extreme Precision 3460 Precision 7750 Latitude 5411 Latitude 7200 2-in-1 Latitude 9420 Precision 3480 Precision 7760 Latitude 5414 Latitude 7210 2-in-1 Latitude 9430 Precision 3640 Tower Precision 7770 Latitude 5420 Latitude 7220 Rugged Extreme Tablet OptiPlex 3060 Precision 3660 Precision 7780 Latitude 5421 Latitude 7300 OptiPlex 3070 Precision 5540 Surface Go 3 Latitude 5430 Latitude 7310 OptiPlex 3080 Precision 5550 Latitude 5431 Latitude 7320 OptiPlex 3090 Precision 5560 Latitude 5440 Latitude 7320 Detachable OptiPlex 5000 Precision 5570 Latitude 5491 Latitude 7330 OptiPlex 5060 Precision 5770 Latitude 5500 Latitude 7330 Rugged Extreme OptiPlex 5070 Precision 7540 Latitude 5510 Latitude 7340 OptiPlex 5080 Precision 7550 Latitude 5520 Latitude 7390 OptiPlex 5090 Precision 7560 Latitude 5530 Latitude 7400 2-in-1 Precision 3450 Precision 7670 STEPS: NOTE: If Enduser calls that he has not received the below upgrade POP UP yet: Answer: The Advertised Mass deployment is happening in waves until the end of June, so some user might receive it before others. L1 team need advise user to wait, as it can take days, weeks to have all the upgrade packages loaded completely on the PC, will appear progressively on all PC-s: - Enduser need to wait for the ADVERTISED Upgrade POP UP. What will appear on the user's screen ? During the pilot and massive wave we will offer the users to choose the best available time slot for the upgrade for themselves by presenting the following Advertisement Screen:NOTE: Please advise user to start the upgrade at the end of his working day. This information Will be displayed in the language of the system (if there is no translation available it will fall back to english)Will be displayed every day at 11:45 AM local time + 3 PM local time as long as the user does not start the upgrade processWill not disappear by itself when the user does nothingWill be displayed during 2 month (in CUP 2024 case from 29th May until June)Will be deleted in case the user does initiate the upgrade Starting April 8th, you will see a pop-up (see image below) appear on your screen that invites you to restart your computer and initiate the upgrade to Windows 11. You will only have 7 days to proceed with the restart, after that, it will be enforced automatically. The upgrade process will take up to two hours to complete. During this time, you will not be able to use your computer.A few days after the upgrade, actions will be taken to remove the Bitlocker Pin Code. Dont worry, your computer will be as secure as before. Bitlocker Bitlocker is automatically suspended and reactivated after the upgrade (applies also to the Dell Data Protection Agent Service)Bitlocker PIN is keptBitlocker is NOT a requirement to successfully upgrade to the next Windows 10 build Applications and Settings Applications and settings remain the same unless the upgrade will introduce a new feature which is not managed yetCore features such as printing, internet access, Kite access have been tested prior to rolling out the new Windows build How long does an upgrade take to complete ? It depends only on the performance of the machine, here are some references: Dell Latitude 5410 - SSD / 8GB > approx 1.30h Dell Latitude 5430 - SSD / 16 GB > approx 1:00H Please note that in the Advertisement Screen that is coming up for the users, it is stated that the upgrade can take up to 4 hours, if the user inquiries on how accurate that estimate is, you can reinforce what the message says and state that it can indeed last several hours and it is best performed at the end of their business hours After the first user login in Windows 11 Users may or may not click OK, the final tasks will run either way. Users may continue to work After the final tasks are completed, the following popup will appear. Clicking OK will initiate a REBOOT LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CUP 11 - Request Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Application Subcategory: Installation /deployment Assignment group: For EU/AMEI: GIO-EUS-SD-EUROPE-L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:Global ENTITY:All SYMPTOMS: This article describes the steps to perform in case an end-user reports that they cannot find Ivanti on their PC anymore for a seemingly longer period of time as a result of the current deployment of version 22.8 of Ivanti. POSSIBLE CAUSES: Version 22.8 of Ivanti is currently being deployed on Air Liquide computers globally. The expectation is that the old version is removed by Marimba and the new version is supposed to be installed within the next 1-2 hours. The update only starts when Ivanti is not in use (user is not connected with it). STEPS: 1. Connect to the end-user's computer via VNC Cloud 2. Run the SoftwareUpdateTool on the user's PC from the Start Menu Air Liquide folder 3. If Ivanti is not appearing on the PC in the following few minutes, open CMD as administrator (only possible to use GIOLAC credentials). 4. Run the following command: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01671_ivanti_vpn-access-client-22.8.31437_en_48 -install 5. If the command is running well, CMD will look like this: At this point, you just need to wait a few minutes until a new line appears expecting a new command to be input, when that happens, it means that the installation is done, you can look for the Ivanti app and test it with the end-user. If the cmd window does not look like the above after running the command but instead, it is immediately showing a new line awaiting a new command, it means that the command did not run successfully, in this case, proceed with step 6. 6. If the command did not run successfully, it can mean that according to Marimba, the app is supposed to be installed already. After double-checking whether the app is there or not, you can try to uninstall and then to unsubscribe the Ivanti package, so that later we can attempt to install it back. The commands are the following: To Uninstall: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01671_ivanti_vpn-access-client-22.8.31437_en_48 -remove To Unsubscribe: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\tuner.exe" -remove https://marimba.apps.airliquide.com:5282/GIO/Components/g_01671_ivanti_vpn-access-client-22.8.31437_en_48 To Repair: C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01671_ivanti_vpn-access-client-22.8.31437_en_48 -repair Each command will run for a few minutes, the 'Uninstall' command will produce the same two lines similar to the screenshot at step 5., the 'Unsubscribe' command will likely be done very fast and no additional lines will appear. 7. After running the 'Uninstall' and 'Unsubscribe' commands, run the 'Subscribe and Install' command from step 5 again, if it runs as per the screenshot included at that step, the installation is ongoing and Ivanti is expected to be installed in the next few minutes. 8. Test the installed app with the user. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category : Application Subcategory : Installation / Deployment Configuration item: Hostname Assignment group: GIO-EUS-GOPS-USER-DEVICES-L3 Resolution Notes: New version of Ivanti successfully installed. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
22, airliquide, bensalah@eu, benyamin, com, corp, deployed, deployment, english, fails, gerhards, installation, installation fails, installed, ivanti, ivanti missing, ivanti not installed, late, maik, missing, new, new ivanti, not, update, v 22.7, version, version 22.7
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KB0056321
Ubiquity - installation
English
benyamin.bensalah@eu.corp.airliquide.com
17
NaN
Uncategorized
Published
2025-07-01 11:51:25
3
GIO Service Desk
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ALZ - Remote Asset
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NaN
NaN
5
2025-07-01 11:51:15
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ALZ-EU-GCS-Remote Assets-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Users are calling for UBIQUITY Control center Manager installation. BEFORE YOU START: Make sure that there is an approved installation request from My IT Corner. Find the detailed guide here. STEPS: 1. Download Required FilesControl Center Setup link Public Certificate link 2. Launch IvantiIvanti must be running before proceeding. 3.1 Install and launch Ubiquity Control Center 3.2 Configure Network settings (see below) 3.3 Install the public certificate 4. Relaunch Control Center Manager5. Configure Sign-In SettingsRefer to Sign-In Configuration link Network Configuration Environment: Prod Address: cmt-prod-acs.apps.airliquide.com Import CA: [Certificate link] Type: none Server: Private Port: 5935 Configure these in Settings > Network. Sign-In ProcedureMethod 1 (Username format)Domain: Air Liquide Username: firstname.surname Password: Your current password Method 2 (Email format)Domain: Air Liquide Email: firstname.lastname@airliquide.com Password: Your current password Notes:Always launch Ivanti first before opening Control Center Manager. For assistance or password recovery, contact your local Key User or Alizent Customer Service. LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: Connected Maintenance Assignment group (if not L1): ALZ-EU-GCS-Remote Assets-L2, ALZ-AP-GCS-Remote Assets-L2, ALZ-AME-GCS-Remote Assets-L2 TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1.5
airliquide, bensalah@eu, benyamin, center, com, control, control center manage, corp, english, installation, manage, ubiquity, ubiquity installation
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KB0056955
Microsoft 365 / 2024 - Pilot phase license issue
English
benyamin.bensalah@eu.corp.airliquide.com
38
NaN
Uncategorized
Published
2025-09-09 12:19:54
4
GIO Service Desk
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NaN
GIO - EUS - UWP - Windows OS
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NaN
NaN
5
2025-09-09 12:19:48
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GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is experiencing deactivated license on an MS 365 / 2024 product. POSSIBLE CAUSES: The Pilot users of Office 365 had removed licenses due to Airliquide project and a rollback to the recent 2016 version will be needed. BEFORE YOU START: Make sure that the user is facing license issue on Office 2024 Products in the Programs settings and in BBCA. STEPS: Uninstall all Microsoft 365 / 2024 packages from BBCA Tuner Administrator.Make sure that all elements are removed from the machine that can interfere with the versionSubscribe and install the relevant MS 2016 packages on the machine LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Assignment group (if not L1): L1.5 Resolution Notes: Office MS 365 has been rolled back to MS 2016 due to Airliquide project. ARTICLE TYPE: FCR TEAM: L1.5
BTS - Chrome - Updating Chrome Browser to the latest version
English
benyamin.bensalah@eu.corp.airliquide.com
433
NaN
Uncategorized
Published
2025-08-13 16:34:35
4
GIO Service Desk
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NaN
GIO - EUS - UWP - Windows OS
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NaN
NaN
28
2025-08-13 16:33:18
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GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Users may experience malfunctions in Google Suite and other features that require the latest Chrome update. These issues may include, but are not limited to: Inability to set a background in Google MeetProblems with screen sharing in web applicationsCertain web features not functioning as expectedErrors or compatibility issues with Google Workspace applicationsSecurity warnings due to outdated browser versions POSSIBLE CAUSES: The browser is not updating automatically due to Airliquide policy settings. BEFORE YOU START: The article is for L1.5 troubleshooting, please consult troubleshooting steps or assign the issue forward. STEPS: Close chrome browser Open the Registry Editor as admin Press Win + R, type regedit, and run as admin or type regedit.msc in an elevated Command Prompt. Navigate to the Update Policy Key: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Google\Update Modify Update Installation Keys: Locate the Update DWORD values and change their data from 0 to 1: Go to About Google Chrome (or refresh the page if already opened) to apply changes. Note: There is no need to revert these changes. Chromes default settings will automatically correct the update policy after the next system policy update. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Bug/Defect Configuration item: Hostname Assigning group: GIO-EUS-SD-EUROPE-L1.5 Resolution Notes: Chrome browser was updated. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
airliquide, bensalah@eu, benyamin, browser, bts, chrome, com, corp, english, group, group policy, latest, latest update, policy, regedit, update, updating, version
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KB0056994
PDT - consignment delivery unable to select or download
English
betsy.john@as.corp.airliquide.com
8
NaN
Uncategorized
Published
2025-09-17 13:08:03
6
GIO Service Desk
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NaN
BAP - HUB - GTS
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NaN
NaN
0
2025-09-16 13:56:00
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BAP-COE-GTS-L2
1. If we receive a ticket/issue from PDT regarding the inability to select or download a consignment/trip: 2. First, run the query below to verify whether the user is logged in with the correct INVENTORY_LOCATION: Select INVENTORY_LOCATION_CODE from SVX.INVENTORY_LOCATION IL JOIN DEPOT D ON IL.CUST_NO=D.CUST_NO JOIN PRIMEMOVER P ON D.DEPOT_ID=P.DEPOT_ID JOIN CONSIGN C ON C.PRIMEMOVER_NO=P.PRIMEMOVER_NO where CONSIGN_NO=' ' 3. If the user is logged in with the correct inventory location, check the mobile device settings: Go to Settings ? Apps ? GTS ? Permissions ? Location ? Turn ON. If the device is using a launcher, exit the launcher before changing the settings. 4. After making the changes, log in to the GTS application and download the consignment.
**Issue identified and Symptoms The log backup job fails to run successfully on the server **Configuration Item All PaaS Servers and SQL AWS EC2 servers **Key Word or an Issue category Log backup Job Failure **Pre-requisites 1. Ensure SQL Server Agent is running and has proper permissions.2. Confirm sufficient disk space, memory, and CPU resources are available.3. Check SQL Server Logs for any errors or warnings related to the job failure.4. Verify that the log backup job is properly scheduled and not overlapping with other jobs that might be causing conflicts. **Resolution steps 1. check for the next scheduled run of the log backup job. If next schedule run also failed follow the below steps. 2. Check the error logs in Autosys, if it showing SSL certificate is expired, Renew the certificate as per the below document. https://docs.google.com/document/d/1IZLy645z4U6ghxc7xaR2GSsOYzGTOjIxhQslHkuWVJA/edit?tab=t.0 3. If the issue is not related to SSL certificate open SSMS and review the Job History for the log backup job and Identify any errors or failure messages in the history and fix it. 4. After applying fixes, manually run the job from SSMS/Autosys to ensure it completes successfully. **Contributing factors and priori cause Insufficient resources/SQL Server agent issue/SSL certificate expiry/Job scheduling conflicts/Network issues **Post resolution steps Monitor the next job run to ensure it runs successfully. **Referential document(s) NA **Referential team(s) DB SQL L2 Team **Referential ticket(s) INC1658266 **BIS or Owner Details NA **Vendor Details NA **Learnings NA
GIO-CS-EUR | All Env.| FreeStorageSpace Issues in AWS RDS MSSQL Instance
English
bhagyasree.maykal@eu.corp.airliquide.com
2
NaN
Windows - Storage / Performance
Published
2025-04-05 13:53:55
3
IT Knowledge
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NaN
NaN
NaN
NaN
0
2025-04-05 13:53:36
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GIO-CS-SD-DATABASE SQL-L2
**Issue identified and Symptoms SPLUNK/AWS Mode 2 Alert on AWS/RDS - FreeStorageSpace for DBInstanceIdentifier **Configuration Item All PROD and PPRD AWS RDS Accounts. **Key Word or an Issue category FreeStorageSpace breach threshold. **Pre-requisites 1. Login to AWS Console. Go to RDS-->Monitoring Console-->Check for free storage for the last 24 hours. 2. Review the available storage and identify when the storage started decreasing. 3. From AWS Console open Performance Insights. Analyze the DB Load graph to identify potential causes of storage consumption. **Resolution steps 1. Navigate to the Performance Insights for the affected RDS instance. Analyze top SQL queries, top users, and disk-related performance metrics. Check Wait events related to disk I/O performance. Wait Events for Free Storage Space are IO_COMPLETION, WRITELOG, PAGEIOLATCH_*, LOGBUFFER. 2. Connect to the RDS instance in SSMS. Run SQL queries to check database sizes, space allocation, and available space in database files. 3. If feasible, perform a shrink activity on database files to release unused storage space. 4. If file shrinking does not resolve the issue, optimize indexes and rebuild statistics to improve storage efficiency with BIS agreement. 5. If storage issues persist, raise a request with the AWS L2 team to extend storage. As per the Process we need to add at least 10% of the total size of the database. 6. After applying the changes, use Performance Insights to monitor the storage levels and ensure that the performance has improved. **Contributing factors and priori cause The increase in database file sizes resulted in reduced available free space, causing the FreeStorageSpace threshold to breach. **Post resolution steps 1. Check free storage space on console.2. Check the Application performance. **Referential document(s) https://docs.google.com/document/d/1o3oHCcYKHwyXj-Kl4aNO1YuVLDG4au8V/edit **Referential team(s) Database L2 Team **Referential ticket(s) INC1217590 **BIS or Owner Details NA **Vendor Details NA **Learnings NA
MIR INC0694606 - Airgas SAP PE1 and GRC experiencing performance issues (February 10th, 2021)
English
bharat.dabaria@am.corp.airliquide.com
8
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:18:05
18
Major Incident Reports
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GIO-CS-AMER-Operations
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NaN
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4
2021-02-10 20:26:12
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GIO-CS-AMER-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SAP PE1 and GRC are experiencing performance issues INC0694606 - February 10th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 3 Hours 19 Minutes Executive Summary Classification: Major business apps outage On February 10th, 2021 at 10:53 EST, The Airgas helpdesk reported an incident, affecting US region and impacting 8000+ users. The symptoms of the incident report are the Airgas SAP PE1 and GRC applications were experiencing performance issues. Airgas SAP Users were unable able to connect to SAP PE1 and the SAP application was freezing up for users already in SAP. GRC was also unresponsive for Airgas SAP Service Desk team. The primary root cause was a bad SFP module in Core Storage Switch leading to the application outage. The resolution of the incident consisted in replacing the bad SFP, enabling the ports and rebooting the servers. On February 10th, 2021 at 13:58 EST, the incident is resolved, leading to a service disruption of 3 Hours 19 Minutes. Major steps leading to incident resolution1 February 10th, 2021 10:53 Airgas problem ticket created ARGP400001374 and bridge details shared 11:01 TCS Onsite SDM Anthony Crudele joined the bridge call 11:02 TCS MIM team joined the bridge call 11:03 Jon STEVENS shared the working document link https://docs.google.com/document/d/12_vrMvUN1gftgTjLzO_JQ3we8XwFws9s6gvEZ7yiKeA/edit 11:08 TCS AIX team Pradip joined the bridge call 11:12 Michael FECSKO shared the MMS incident number INC0694606 11:13 Pradip can’t get argsapprdcecc from the console. Loren is having the application team shutdown the applications on the app servers (argsapprdappxx). 11:17 Pradip will shut down cluster. 11:22 Mehmet joined. 11:24 Tony approved to disable to cluster before reboot. 11:27 Mehmet working in the background to have storage team replace the bad SFP. 11:27 DJ confirmed that Webmethods and Hybris also affected as they all use PE1 (argsapprdcecc). 11:28 Christian TONY: there are multiple storage paths. one path sounds to be flapping. TCS may be downing that path to stop flapping? Rootvg disks have two paths to storage. 11:36 Pradip confirmed that he is not able to stop the cluster. Cluster is in hung status 11:36 Pradip proposed to reboot then shutdown SECC and then reboot PECC 11:40 Need 20 minutes for the storage team, need 30 minutes for server reboot, need 30 minutes for application start 11:43 Loren proposed for a hard reboot of both the servers. Tony wants to wait until we hear from Mehmet 11:43 Mehmet going to get the Storage team to block the path, then we will reboot argsapprdcecc. 11:45 Proposed to shut down SECC [do not power back on until Tony give OK] and then reboot PECC 11:54 Storage team shared the below details with AIX team Argsapprdpecc- WWPNC050760AECE80044C050760AECE800B4C050760AECE800B6C050760AECE8007C Argsapprdsecc- WWPN21000024FF79B62821000024FF79B62921000024FF7794E421000024FF7794E5 11:56 Mehmet says they have identified the port 2/21 and will replace the SFP. 20 minutes from now we will be able to reboot the argsapprdcecc server. 12:00 Need 20 minutes for the storage team, need 30 minutes for server reboot, need 30 minutes for application start 12:00 Tony asked the AIX team to shut down SECC [do not power back on until Tony gives OK] 12:01 Akshay joined the bridge to check if the multipath is enabled or not. 12:06 argsapprdcecc is down 12:15 Testing the SFP for errors, block the port, replace the SFP, enable the port and validate.In the meantime, issue is also escalated and being looked at from the VMAX vendor side. 12:20 Need 30 minutes for the storage team, need 30 minutes for server reboot, need 30 minutes for application start -- 2:00pm business service restored? 12:23 Mehmet says max of 30 mins that we would be ready 12:27 Mehmet says test is complete 12:28 Need 10 minutes for the storage team, need 30 minutes for server reboot, need 30 minutes for application start -- [HARD LIMIT] 2:00pm business service restored. 12:30 Windows team confirmed that Multipath is enabled on both the servers. 12:30 revised timeline -- 12:28 PM - need 10 minutes for the storage team, need 30 minutes for server reboot, need 30 minutes for application start -- 2:00pm business service restored? 12:32 Replacement SFP found, running link tests and ports disabled. Should be back up 15-20 mins. 12:41 2 SFPs also reported errors during offline testing. 12:46 SFP replaced and port enabled, 1-2 minutes needed for testing. 12:50 Rootvg disk errors should now stop 12:53 Mehmet says no errors, all is clean. Pradip says powermt shows clean now on another server. OK to reboot the argsapprdcecc server. 12:55 Reboot PECC in progress 13:01 Both argsapprdcecc and argsapprdsecc are up. Verifying multi pathing is enabled and error counts are zero. Also enabling the Cluster. 13:08 Cluster started and bringing up the file systems. 13:13 Cluster is back online. Final checks are going on. 13:18 Cluster is up, and applications are mounted successfully. 13:25 PECC is totally online. Vertex being restarted. 13:26 Yanping WANG Tony, I can logon to Bw server, but all SAP applications are downI'll bring up SAP 13:36 Yanping WANG Tony, can you check all the mounted file system on PB1, they are not mounted from ECC any more 13:51 DJ is removing the airgas.com maintenance page. 13:53 Michelle confirmed that business outside of airgas.com is working fine. Cross checking with the users. 13:57 Michelle confirmed that Receiving inbound orders and everything seems to be working fine. 13:58 DJ confirmed airgas.com is fully up. Michelle confirmed that webMethods is fully up. 14:02 PRB0042387 created. 14:09 PM - Call concluded. Initial root cause The primary root cause was a bad SFP module in Core Storage Switch leading to application performance issues. The resolution of the incident consisted in replacing the bad SFP, enabling the ports and rebooting the server Actions plan Why was the SFP at core storage switch (not fabric switch) not proactively replaced? - TCS Need clean / quick process guide for taking SFP ports / storage paths out virtually if HW is not failed but erroring. Need defined steps and times for each scenario. Chasing tails confirming and deciding how to handle because options all have pros and cons time wise. This was supposed to be a transparent type of issue. Expected target 10 minutes – TCS Storage TCS storage team to provide scripted procedure documents to be followed when replacing ports and SFP and interaction to servers with estimated action times. Expected target 10 minutes – TCS Storage and DC TCS Storage and Data Center teams to keep inventory of known good ports and replacement SFP - TCS Data Center - 1wks TCS support team not using password vault, passwords stored in clear text file - TCS - 1wks Health Check - Firmware & Software upgrades for Servers, Storage, Storage Fabric and Storage Core switches, including SFP devices - TCS - 1wks (in progress 6 of 16 completed) Soft error process and people need to know- TCS Storage and OS Evaluate multipath function -TCS Evaluate AIX and EMC matrix, run EMCGRAB on all servers - TCS - 1wks Provide history of storage errors from 2/6 onwards. Related issue reports go back that far (1:00 AM Eastern on 2/6) . - TCS -1wks Confirm TCS AIX tower is monitoring the errpt / error logs and taking corrective actions. Provide to AL/AG documented processes and procedures. - TCS - 1wks Proactively replace older SFPs - TCS is investigating a list of SFPs to identify to replace. - TCS - 1wks TCS storage and OS team to validate separate paths for clusters - boot/rootvg and data paths for Cluster servers (7) for boot/rootvg volumes. TCS AIX/Storage - Identified servers and paths to migrate. - TCS - 1wks Create an implementation plan to migrate Storage Paths for Secondary Cluster Servers to different Paths than Primary Cluster servers to present to GIO. - TCS - 2wks External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042387.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Generic account users are trying to access application which requires okta authentication, and if Trust certificate is missing, they will not able to access those websites / applications BEFORE YOU START: Okta Trust Certificate is present in User's Personal Store STEPS: install Okta Trust Certificate in User's Personal StoreConfirm that the Okta trust certificate is installed in the user's personal certificate store.=> Open the Run dialog box (Windows Key + R).=> Type certmgr.msc and press Enter.Navigate to Personal > Certificates and check if the Okta trust certificate is present.If the certificate is not present, enroll it manually.Run the following PowerShell command: without administrator rights:get-certificate -Template AL_OKTA_Device_Trust_Users -Url ldap: -CertStoreLocation cert:\CurrentUser\My LOGGING CATEGORISATION: Ticket template to be used: n\a Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: We have installed the required certificate, thus you are able to access the applications with Generic account TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Europe ENTITY:ALL SYMPTOMS: User's computer having hardware issues. In this case FAN (Loud noise, not spinning ) BEFORE YOU START: Make sure the computer in question is a GIO Rental device. Purchased devices are not under DELL guarantee. STEPS: Perform the following troubleshooting steps to gather information that will be helpful for Dell Team to understand and act on the problem of user's computer. DiagnosticsResultsIs there any physical damage? Driver updates (BIOS and thermal firmware) Can you provide the result code and validation code from the EPSA diagnostic (F12)? Is the noise from the fans also audible during the EPSA test? Have you reset the BIOS settings to default? Have you tested with Dell Power Manager set to 'Optimized'? Customer information and availabilitiesResultsIntervention address Two reachable phone numbers (including a mobile number) Your availability Professional email address After troubling shooting is done, if you are opening a DELL ticket, please copy past this template into their ticket. (How to Run Epsa Diagnostic F12 guideline) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: User reports a paper jam, printer not turning on or any other physical (hardware) issue STEPS: User has to contact the Local Procurement/IT Support. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to Local Procurement/IT Support In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Category: Devices Subcategory: Printers Resolution Notes: Show where to go request submitted.
1) Out of policy 1.1) Derogation when out of policy 1.1.1) Domestic Flight Traveler submits desired time & date OBT will search the best price following the below criteria: Time window of +/- 2H search of flights between 6:00 am and 10 am Direct flights ( when available) OBT flags in green the best price The rest of the flights will be flagged as « OUT » of policy and submitted to an authorization workflow 1.1.2) Intercontinental Flights when Economy Premium class not available Traveler submits desired time & date OBT will search the best price following the below criteria: Time window of +/- 6H search of flights between 5:00 and 17:00 Direct flights ( when available) OBT flags in green the best price The rest of the flights will be flagged as « OUT » of policy and submitted to an authorization workflow 1.1.3) Intercontinental Flights when Economy Premium is available: Traveler submits desired time & date OBT will search the best Economy Premium price following the below criteria: Time window of +/- 6H search of flights between 5:00 and 17:00 Direct flights (when available) OBT flags in green the best Economy Premium offer The rest of the flights will be flagged as « OUT » of policy and submitted to an authorization workflow 1.2) Approval Notification The approver receives an email Click on the link in the email, you will be re routed in Concur 1.3) Request Validation After 1.2 Step is complete Click on the pending validation request Approve or refuse the request _________________________________________________________________________________________________________________________________________________________ 2) Security Process (France Only) A trip to a country rated at high risk will generate a specific approval workflow To understand the security process: Click here to have more details 2.1) Request Validation The approver will have to validate the classic security documents (TRF) The approver will then have to connect in Concur In Concur the approver will have to tick the TRF box and approve the request This approval is mandatory to issue the ticket ??Important: The validation process is also possible in the Concur mobile app __________________________________________________________________________________________________________________________________________________________________________________ 3) Holidays 3.1) Delegation approval rights during holidays Click on PROFILE on the top right in Concur. Click on Profile Settings. Click on Request delegates. Add a person and give the appropriate rights. Save. Step 1) Step 2) Step 3) _________________________________________________________________________________________________________________________________________________________________________________ “Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant” Info: If you have trouble viewing this document please click here
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User contacted us due to being unable to print using XWC, as they receive an error notification stating "Document [document's name] could not be printed" OR the user may report that print job is on the printer but nothing goes out from the printer. POSSIBLE CAUSES: Likely an account issue. STEPS: Check user's XWC application among the hidden icons. There are two options: 1. It might show the user is already logged in, like below: 2. It might show the user is not logged at all. In that case, instead of Logout, the first option will be Access. If the user is not logged at all, just click on Access to do so. OKTA authentication will ensue, and the user will be able to print properly. If the user is already logged in, simply click on Logout, and then Access. If this will not help - restart laptop. In case of KO, route to GIO-EUS-SD-EUROPE-L1.5. -----In case to assign L1.5 do the following:- Error message is related to application issue- Normally driver follow 6 xerox is missing that's why user cannot print- Check on the printers settings is drivers Follow 6 is present and put it as default.- If driver is missing please re-install application via Marimba or BBCAthe application pack is g_1579_xerox_workplace_client 5.9.6 LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Configuration item: Printer name (if possible) Category: Devices Subcategory: Printers Resolution Notes: User was able to register to XWC. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Germany/Italy/Netherlands/Portugal/Spain/Sweden/Belgium ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User has a functional issue with CX-Platform (SALESFORCE). BEFORE YOU START: for CX-Platform (SALESFORCE) FR HOMECARE: KB0023254 - CX-Platform (SALESFORCE) - Access / Installation / any functional issue (HOMECARE FRANCE) for CX-Platform (SALESFORCE) SA VITALAIRE: KB0034648 - CX-Platform (SALESFORCE) - Access / Installation / any functional issue (SA-VITALAIRE) for Salesforce EU: KB0011505 - Salesforce - SSO, key users, resolver groups, categorisations (EU) STEPS: If there is an issue on feature : verify Chrome version 1. Ask to the end user who is exactly impacted (name, role, profile) 2. Get screenshots of the full record impacted from the url link to the error message displayed 3. Get the steps used by the end user to proceed before being faced with the error they have 4. assign the incident to resolver team LOGGING CATEGORISATION: Business service: Functionnal Incidents Configuration item: Salesforce (CX) - PROD Category: Application Subcategory: Bug / Defect Assignment group: According to the site affected DE-VITALAIRE: HCDIT - CX - L2 IT-ITALY VITALAIRE: HCDIT - IT - VA - CX- L1 NL-VITALAIRE: HCDIT - NL - VA - CX - L1 ES-GASMEDI: HCDIT - ES - VA - CX- L1 PT-VITALAIRE PORTUGAL: HCDIT - PT - VA - CX Karin - L1 ES-VITALAIRE: HCDIT - ES - VA - CX- L1 SE-NordicInfu Care Sweden: HCDIT - CX - L2 BE-AL HOMECARE SRL: HCDIT - CX - L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Sweden ENTITY:BIS HOME HEALTHCARE SYMPTOMS: The user is from SE-NordicInfu Care Sweden and has an issue with Telavox. STEPS: Please open an incident and send it to the resolver team. LOGGING CATEGORISATION: Business service: BHC - NIC IT - Telavox Configuration item: Telavox - PROD Category: Application Subcategory: Bug / Defect Assignment group: BHC-NIC IT-Support-L1 ARTICLE TYPE: Assignment TEAM: OSS
airliquide, bianka, care, com, corp, english, healtcare, home, home healtcare, kremer@eu, prod, se-nordicinfu, se-nordicinfu care sweden, sweden, telavox, telavox - prod
NaN
KB0014947
Place2Share - functional issue
English
bianka.kremer@eu.corp.airliquide.com
141
Zied JEDIDI-SC
Uncategorized
Published
2025-09-29 13:56:27
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - PLACE2SHARE
NaN
NaN
NaN
87
2025-06-04 15:58:27
#########
NaN
GIO-EUS-DWP-L4
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling regarding any kind of functional issue in Place2Share. STEPS: Please collect all details and assign the incident to GIO-EUS-DWP-L4. LOGGING CATEGORIZATION: Business service: GIO - EUS - DWP - PLACE2SHARE Category: Application Subcategory: Bug / Defect Configuration item: PLACE2SHARE - PROD Assignment group: GIO-EUS-DWP-L4 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L4
COUNTRY/REGION:Sweden ENTITY:BIS HOME HEALTHCARE SYMPTOMS: The user is from SE-NordicInfu Care Sweden and has an issue with Microsoft Navision 2015. STEPS: Please open an incident and send it to the resolver team. LOGGING CATEGORISATION: Business service: BHC - NIC IT - Microsoft Navision 2015 Configuration item: Microsoft Navision 2015 - PROD Category: Application Subcategory: Bug / Defect Assignment group: BHC-NIC IT-Support-L1 ARTICLE TYPE: Assignment TEAM: OSS
2015, airliquide, bianka, care, com, corp, english, healtcare, home, home healtcare, kremer@eu, microsoft, microsoft navision 2015, navision, se-nordicinfu, se-nordicinfu care sweden, sweden
NaN
KB0055799
Pagero - issue in Sweden
English
bianka.kremer@eu.corp.airliquide.com
5
NaN
Uncategorized
Published
2025-05-07 15:11:57
4
GIO Service Desk
NaN
#########
NaN
BHC - NIC IT - Pagero
NaN
NaN
NaN
0
2025-05-07 15:11:40
#########
NaN
BHC-NIC IT-Support-L1
COUNTRY/REGION:Sweden ENTITY:BIS HOME HEALTHCARE SYMPTOMS: The user is from SE-NordicInfu Care Sweden and has an issue with Pagero. STEPS: Please open an incident and send it to the resolver team. LOGGING CATEGORISATION: Business service: BHC - NIC IT - Pagero Configuration item: Pagero - PROD Category: Application Subcategory: Bug / Defect Assignment group: BHC-NIC IT-Support-L1 ARTICLE TYPE: Assignment TEAM: OSS
airliquide, bianka, care, com, corp, english, healtcare, home, home healtcare, kremer@eu, pagero, se-nordicinfu, se-nordicinfu care sweden, sweden
NaN
KB0021614
Standalone machine - SIOC Video wall screen issue
English
bianka.kremer@eu.corp.airliquide.com
7
Zied JEDIDI-SC
Uncategorized
Published
2025-05-15 10:22:34
8
GIO Service Desk
NaN
#########
NaN
BAMEI - EUS - UWP - Business only - Windows OS
NaN
NaN
NaN
0
2024-05-08 17:04:17
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION: AMEI ENTITY: ALL SYMPTOMS: user calling to inform about a SIOC Video wall screen issue . STEPS: This cannot be supported remotely , therefore an incident should be created and assigned to BAMEI-UAE-L2 . LOGGING CATEGORISATION: Business service: BAMEI - EUS - UWP - Business only - Windows OS Situation: Performance [Incident] Assignment group (if not L1): BAMEI-UAE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: The user likes to use and install Anaconda. BEFORE YOU START: The "Anaconda" software is a Python development tool and it is no longer permitted for use. STEPS: If a request is received or the installation request is approved, the software is blacklisted, so please do not install it! Please inform the user and close the incident. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Support/Assistance Resolution Notes: We informed the user about Anaconda. ARTICLE TYPE: FCR TEAM: L1
DELL- how to follow up DELL incidents when Dell TechDirect portal ticket was opened by L1
English
bianka.kremer@eu.corp.airliquide.com
259
Dieter HEMING
Uncategorized
Published
2025-07-31 12:46:02
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
160
2025-07-31 12:45:15
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: How to follow up DELL incidents after opening a service request via the DELL TechDirect (opened by L1) portal for a under-warranty or non-under warranty hardware issue. STEPS: 1. Check if there is any status update about the related service request on the DELL TechDirect portal. Technical Support HistorySearch for the given service request reference number If you can see any new update, put a comment about it in the work notes of the related incident. DELL TechDirect portal: https://www.dell.com/support/incidents-online/en-us/srsearch 2. Check whether an appointment has been made for an intervention on the Service Requests portal. Search by Service request refence numberprovide affected user`s AL email address If there is any update, put comment about it in the work notes of the concerning incident and extend the pending date until the next day after the intervention is planned. Service Requests portal: https://www.dell.com/support/incidents-online/en-uk/srsearch 3. Close the incident in MMS ONLY after the issue is marked resolved by Dell on the DELL TechDirect portal and after you confirm it with the user. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Resolution Notes: Issue was solved after Dell intervention. TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
DELL - How to check if a computer is Purchased or GIO Rental
English
bianka.kremer@eu.corp.airliquide.com
141
Christian DICHTL
Uncategorized
Published
2025-09-16 9:59:41
5
GIO Service Desk
NaN
#########
NaN
BEC - Windows Device
NaN
NaN
NaN
10
2025-09-16 9:57:06
#########
NaN
BEC-EIT-SNow-AppMgmt
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Analyst needs to check if a computer is Purchased or GIO Rental BEFORE YOU START: Purchase: PC managed by the onsite team (all AMEI PCs are purchased) Rental: PC managed by Service Desk STEPS: 1. In your ticket, add the PC as configuration item. 2. Click on the "i" button for more information, once it's open, click on Open record. Scroll down and check for the Tab Contracts. If there you do not see anything it means that the method of acquisition is through a third part. 3. Then open the 'Order' tab and see the field Acquisition method Rental devices are either 'Rental GIO' or old ones can also be just 'Rental' For purchased devices the Acquisition method is 'Purchase'. ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION: Poland ENTITY: PL-AL POLAND/PL-ALKAT SYMPTOMS: User is calling for assistance for electronic signature renewal regarding ProCentrum SmartSign application. STEPS: 1. Start the renewal process Go on website https://status.certum.pl/odnowienia/auth 1. If you use the service:n Classic e-signature (physical card and reader) --> place the cryptographic card in the cardreader.n Mobile e-signature (cloud service) --> launch the SimplySign Desktop application and login to the service.2. Check whether you have or install the Sun Java Runtime Environment application in the currentlyavailable version. The latest version can be downloaded from: https://www.java.com/en/3. Download the Certum Application (Pobierz aplikacj? Certum button) required to renew yourcertificate.4. Run the downloaded file: application_Certum.jnlp .5. Wait for the Certum application to start automatically.6. Select the qualified certificate you want to renew and press OK - “Certificate serial number”and “Card number” fields will be automatically completed.7. Complete the remaining required fields: "Date of birth", "Place of birth", "Text from picture" andpress Next. Starting Certum application - message. 1. A message appears asking if you want to continue working. Select Continue button: 2. When a similar window pops up, select Run button. How to choose a certificate? After a moment a window will appear with a choice of certificate. Choose the one you want to useand press OK. If the window does not appear, refresh the page with the F5 key. Selecting the certificate will complete the grey fields in the completed form. Fill out the remainingfields as specified in the contract. If the certificate selection window is empty, make sure that proCertum Card Manager is in thecurrent version. The cryptographic card can be removed from the reader and wiped with anti-staticmaterial, e.g. a silk tissue handkerchief. In case if you have a SimplySign (cloud based certificate) please make sure that you are connected toSimplySign Desktop app. Login to the panel After completing the fields, go to rewriting the code from the picture. Read the information andselect the button at the bottom Next. 2. Activation Code At this stage, enter the activation code and click Dalej (Next): 3. Generating a new key pair 1. When the "Generate new key pair" window appears, go to the Wygeneruj now? par? kluczy (Generate a new key pair) option. 2. Do not remove the card from the reader and patiently wait up to 90 seconds for a new pair of keys to be generated. At this stage, the system will ask you for the PIN. Remember that this is the PIN code for the secure profile. 3. Wait a moment until the keys are generated. 4. If the PIN code was entered correctly, the application will go to the key pair generation process.If the page does not move you automatically, press Dalej (Next). 4. Data in the certificate Personal details visible in the certificate and additional identification data are marked as below: 5. Signing the annex to the agreement 1. In the next step You will have Annex to the agreement. 2. Data regarding the identity document: Serial number, type of the document, Organisation thatissued the document 3. To sign the annex click on Przejd? do podpisania aneksu (Go to sign the annex). Select your certificate and press OK. 4. Next step: 5. The application process is completed with information: 6. An e-mail with information about issuing the certificate will contain a link to instructions on how to upload the certificate to the card - this is the last, third stage.The certificate saved on the card enables its use. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Hostname of Pc Situation: Information request [Ad Hoc Request] TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
myHR, our Group HR Solution, is live for APAC, LATAM, Airgas, NAM, Europe and 8 countries of AMEI. As an employee, you can: manage your own personal information, update your contact details access to the new internal mobility portal and many more ! As a manager, you can: manage your team, manage your team compensation and rewards as well as employee movements, use HR data to make decisions, contribute to the recruitment process approve requests ?and many more ! You can access directly the MyHR support with the following link : https://wd3.myworkday.com/wday/authgwy/airliquidehr/login.htmld
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: The quote arrived in email from DELL and it should be approved. BEFORE YOU START: You need to have access to the DELL Premier Portal. STEPS: Login to DELL Premier Portal: https://www.dell.com/premier/home/fr/en/rc1272758Choose the correct location (with the correct currency) and click on Quotes. Copy the Quote number from the email and paste it in the search field.Open it. Change your name, phone number and email address to the users order contact. Always check if the Billing Address is correct. It always should be: AIR LIQUIDE IT -GIO DEPT GIO ARCHIBALD SCANDOCS CENTER 0715 CS 80010 81700 BLAN FRANCE Change the Shipping Address if needed.Check if the Summary is correct (screen, keyboard, motherboard, etc )Choose "No" and "Office". We do not export outside of the countries. Click on Save.Put in the PO number: 5111279442. Click on continue.Check one more time if everything is correct and click on Submit.After you are done with the order, please leave a note in the ticket for the agents. ARTICLE TYPE: Process
airliquide, approval, bianka, com, corp, dell, english, eu, europe, hardware, kremer@eu, out, out of warranty, portal, premier, premier portal, quotation, quote
NaN
KB0011932
My IT Corner - Shared folder access request
English
bianka.kremer@eu.corp.airliquide.com
456
David LUCAS
Uncategorized
Published
2025-09-29 14:51:56
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
329
2025-05-16 16:44:38
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User would like to request access to a shared folder that is not managed by CARM. BEFORE YOU START: Make sure that the user has checked in CARM, and the folder is not visible there. STEPS: Redirect user to My IT Corner > ApplicationsGroup Essentials > Google Workplace > Manage access to a secured shared directory https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=08f7e5854f979e403d9524fe0310c714&sysparm_category=a5a23c754f8b82003d9524fe0310c73c LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assitance In case of blank ESS: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Situation: Service Question / Assistance [Incident] Resolution Notes: Service desk will guide the user to submit a request via myIT corner TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, access folder., airliquide, bianka, carm, com, corner, corp, david, drive, english, folder, folders, kremer@eu, lucas, managed, my, my it corner, network, network drive, network drive folder access, not, repertoire, request, server, server not managed by carm, shared, shared folder access not managed by carm, shared folders, wifi
NaN
KB0055798
ExFlow - issue in Sweden
English
bianka.kremer@eu.corp.airliquide.com
1
NaN
Uncategorized
Published
2025-05-07 15:05:31
3
GIO Service Desk
NaN
#########
NaN
BHC - NIC IT - ExFlow
NaN
NaN
NaN
0
2025-05-07 15:05:23
#########
NaN
BHC-NIC IT-Support-L1
COUNTRY/REGION:Sweden ENTITY:BIS HOME HEALTHCARE SYMPTOMS: The user is from SE-NordicInfu Care Sweden and has an issue with ExFlow. STEPS: Please open an incident and send it to the resolver team. LOGGING CATEGORISATION: Business service: BHC - NIC IT - ExFlow Configuration item: ExFlow - PROD Category: Application Subcategory: Bug / Defect Assignment group: BHC-NIC IT-Support-L1 ARTICLE TYPE: Assignment TEAM: OSS
airliquide, bianka, care, com, corp, english, exflow, exflow - prod, healtcare, home, home healtcare, kremer@eu, prod, se-nordicinfu, se-nordicinfu care sweden, sweden
NaN
KB0054994
HP - peripheral device driver update
English
bianka.kremer@eu.corp.airliquide.com
946
NaN
Uncategorized
Published
2025-06-11 11:35:37
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
204
2025-06-11 11:33:40
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls that he/she cannot hear anything / sound not working / camera is not working / Wi-Fi connection not working / keyboard not working properly / touchpad is not working, etc. BEFORE YOU START: Gather the following system information, as it is required on the HP portal to find compatible drivers: Check the Serial Number of the HP Machine: You can use elevated Powershell with the following command: Get-WmiObject Win32_BIOS | Select-Object SerialNumber Or you can try to check the MMS and ask the user about the sticker on the computer. Check the Operating System Version: Open Command Prompt (Press Win + R, type cmd, and press Enter).Type the following command and press Enter:winverThe Operation system version will be displayed on the pop up. (Default OS Version for the latest CUW11 devices is 24H2) STEPS: Go to the HP Support website: https://support.hp.com/us-en/driversSelect the product type ex.: LaptopEnter the Serial Number collected earlier.Select the Operation System version ex.: Windows 11 and the driver OS version ex.: Windows 11 24H2Download the latest version of the necessary driver available for the peripheral ex.: Audio > Realtek Audio driverPlease note that the driver FILE needs to be downloaded instead of the support assistant:Install the driver on the end user's machine and confirm the resolution after a reboot if needed. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Devices Subcategory: Peripheral device Resolution Notes: Updated the necessary driver on user's computer. Afterwards, the peripheral device worked again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: E&C Germany/Poland ENTITY: ALL SYMPTOMS: RMS application is not available for the user. BEFORE YOU START: This article is applicable for E&C users only! STEPS: Assign incident to BEC-RMS-L3 Please note: this assignment group applies to E&C users only! LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - RMS Configuration item: RMS - PROD Situation: Availability [Incident] Assignment group (if not L1): BEC-RMS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to enroll to Intelligent Hub with Business Only usage for iOS. BEFORE YOU START: User must have access to Business Only usage in CARM. Follow KB0014449 make sure for the user has the OKTA GROUP : GOOGLE-WaitingForEnrollment KB0042982 NOTE: If the missing, please ask the user to remove the current access and request it again, then the group will be added (for 2 weeks) STEPS: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile device enrolment assistance Request details: Enrollment type: Business onlyOS Type: IOS In case of blank ESS submitted by the User: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Enrollment Configuration item: Workspace One - PROD Resolution Notes: User has been assisted with Intelligent Hub enrollment. TICKET TYPE: Cattask ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:*FRANCE* ENTITY:*BIS HOMEHEALTHCARE * SYMPTOMS: User calls about NEOCASE application data or function issue BEFORE YOU START: THIS IS APPLICABLE ONLY FOR FRENCH BIS HOME HEALTHCARE USERS! STEPS: If an issue on the application please make sure to describe if the issues are related and to collect the following informations : This informations are mandatory! - the precise action performed and the data on which it is performed- the expected result of this action- the result obtained from this action- a screen image of the entire screen showing the error message if applicable. LOGGING CATEGORISATION: Business service: BHC - FO - Neocase Configuration item: NEOCASE - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1):BHC-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bazonnard, bhc, bianka, care, com, corp, english, functional, health, health care, healthcare, hhc, issues, kremer@eu, marie-cecile, neo, neocase
NaN
KB0021555
RMS - Bug/Defect
English
bianka.kremer@eu.corp.airliquide.com
37
Mateusz DREHER
Uncategorized
Published
2025-09-29 14:33:30
8
GIO Service Desk
NaN
#########
NaN
BEC - RMS
NaN
NaN
NaN
2
2024-06-24 13:47:36
#########
NaN
BEC-PRIMAVERA-L3
COUNTRY/REGION: E&C Germany/Poland ENTITY: ALL SYMPTOMS: User reports bug or defects in application behavior or data. BEFORE YOU START: This article is applicable for E&C users only! STEPS: Assign incident to BEC-RMS-L3 Please note: this assignment group applies to E&C users only! STEPS: LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - RMS Configuration item: RMS - PROD Situation: Bug/Defect [Incident] Assignment group (if not L1): BEC-RMS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GERMANY / POLAND ENTITY: BIS E&C SYMPTOMS: E&C user is calling from Germany or Poland, about PISA functional issue. STEPS: Incident must be assigned to BEC-PISA-L2. LOGGING CATEGORISATION: Business service: BEC - Other Global Applications Configuration item: (if applicable) Situation: Availability and performance issue Assignment group: BEC-PISA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:EU ENTITY:GLOBAL SYMPTOMS: User is calling to report an issue concerning his/her Docking Station. BEFORE YOU START: - Ask user to remove/disconnect the pc from the docking station and check whether the issue persists. - If not, it means the symptom the user experiences is caused by the Docking Station that is malfunctioning. STEPS: 1. Crosscheck the issue with reconnecting the peripheral devices and the re-plug the power supply cord 2. Update the necessary Driver and Firmware of the Docking Station Drivers/Firmware Please make sure the docking station is connected to the PC while updating a driver or the firmware. Before installing the Dock firmware, make sure the user has the most current BIOS version on the PC! 3. If the Issue persists, please redirect the user to the Local Procurement team to order a new docking station. ADEP and ARAIR users -> redirect user to WISE to make the order there! LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Resolution Notes: Docking station working correctly. / The user has been guided to engage the local process to replace the docking station. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to activate OKTA Verify application on a PC. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Okta Verify PC is an authentication login method that allows users to sign into their Okta environment without the use of a password.This feature is available on Windows managed or unmanaged devices, and on any location or network, whether corporate or private.. Users with an Air Liquide PC will not be prompted for a username or password when trying to log into their apps. On unmanaged devices, there might be an additional prompt to enter the Windows password as well. Table of Contents USERS WITH AIR LIQUIDE MANAGED DEVICESUSERS WITH UNMANAGED (EXTERNAL) DEVICES STEPS: USERS WITH AIR LIQUIDE MANAGED DEVICES 1. On https://login.airliquide.com, there is a login option "Sign in with an Air Liquide device". NOTE: If the Okta Verify application is not yet installed on user`s laptop, please guide the user to force the installation via Marimba using: Menu -> Air Liquide -> SoftwareUpdateTool This will force the marimba policy. 2. The Okta Verify PC application will open. When the user logs in for the first time to Okta, he/she will be prompted by the Okta Verify PC application to set up Windows Hello. Follow: KB0027490 NOTE : If the user already has Windows Hello set up, he/she will be asked to enter the Windows Hello PIN. 3. Users can also enable their devices` biometrical authenticator (digital fingerprint on compatible devices, Windows Hello PIN on Windows and Touch ID on macOS) on Okta Verify PC to have a supplementary layer of security when logging in. IMPORTANT NOTE : Users' biometrics (fingerprints, facial features) are stored locally on their devices and are not accessible by Okta Verify. The application only verifies that they match their device's configured biometrics. USERS WITH UNMANAGED (EXTERNAL) DEVICES (Business Partners, some -SC users)1. On https://login.airliquide.com, there is a login option "Sign in with an Air Liquide device". 2. Download the application on "Download here". Install the application (as it's an external PC, if user needs admin rights for the installation, they need to contact their local desk for help with the installation in case of Business partners). 3. Once installed, open the OKTA verify desktop application and click on Get started, then Next. 4. Enter the URL connection (login.airliquide.com) then click Next.5. This will redirect you to the OKTA sign-in page, enter the AL email address and click on Next. 6. Enter the Air Liquide Windows password then click on Verify. 7. In the browser, you will see 'Your identity is verified'8. The application will reopen, asking whether you would like to configure Windows Hello, click on 'Not now' (or if the user's PC allows, it can be enabled, but it has to be activated in the Settings on the device first!) 8. The PC is now added. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment Assistance Request details: Device Type: Windows DeviceReason: New Device (first enrollment) In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / AssistanceResolution Notes: Okta Enrollment Assistance form submitted .
COUNTRY/REGION: GERMANY / POLAND ENTITY: BIS E&C SYMPTOMS: E&C user is calling from Germany or Poland, about PISA database or infra related issue. STEPS: Incident must be assigned to BEC-INFRA-FRANKFURT. LOGGING CATEGORISATION: Business service: BEC - Other Global Applications Configuration item: (if applicable) Situation: Availability and performance issue Assignment group: BEC-INFRA-FRANKFURT TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: French / Healthcare user has received a new Orange SIM card that needs to be activated. STEPS: The newly received SIM should be done on the following site: https://sim-activation.apps.airliquide.com If user needs further assistance on the website, please guide him/her to the Manager. In case the website does not work, please guide user to contact the relevant support team via email: wwgio-nt-mobile@airliquide.com Please pay attention that this process is applicable only in France for the following entities: MMS EntitiesCompany NamesFR-EC-CPYAIR LIQUIDE GLOBALFR-EC-CPYAIR LIQUIDE GLOBAL E&C AIR LIQUIDE S.AWW-CORPORATEAIR LIQUIDE SERVICES CENTRAUXFR-ALSPAIR LIQUIDE SERVICES PARTAGESFR-ALSA FR-ALHISTALHISTEU-BIS EUROPE FR-ADAIR FR-ADEP FR-ALEHOS DEVELOPMENT FR-ALEHOS SERVICES FR-ALFI EL FR-ALFI GR FR-ALFI H2E FR-ALFI IM FR-ALFI LI FR-ALIZENT FR-ALIZENT FR-CDM E-HEALTH FR-DINNO SANTE FR-GDO FR-GIO FR-PHARMADOM-ORKYN FR-VITALAIRE WW-ALIT GIO WW-ALIT GDO FR-ALIT HO WW-GIO FR-SEPIPRODSEPIPRODFR-BIOTECHBIOTECHMARINEFR-SEPPICSEPPIC S.AFR-SERDEXSERDEXFR-AIR LIQUIDE MARITIME SAS EU-EMS FR-ARAIR ASSISTANCE LOGGING CATEGORISATION: Business service: GIO-NET - Office Telephony - Webex Calling Category: Devices Subcategory: Support / Assistance Resolution Notes: User was informed about the procedure to activate a new SIM card TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Sweden ENTITY:BIS HOME HEALTHCARE SYMPTOMS: The user is from SE-NordicInfu Care Sweden and has an issue with CaneaOne. STEPS: Please open an incident and send it to the resolver team. LOGGING CATEGORISATION: Business service: BHC - NIC IT - CaneaOne Configuration item: CaneaOne - PROD Category: Application Subcategory: Bug / Defect Assignment group: BHC-NIC IT-Support-L1 ARTICLE TYPE: Assignment TEAM: OSS
airliquide, bianka, caneaone, caneaone - prod, care, com, corp, english, healtcare, home, home healtcare, kremer@eu, prod, se-nordicinfu, se-nordicinfu care sweden, sweden
NaN
KB0049557
Webex- Corrupted desktop application
English
bianka.kremer@eu.corp.airliquide.com
688
Francois RENAULT
Uncategorized
Published
2025-10-08 12:42:47
5
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
254
2025-10-08 12:42:33
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: Webex app is corrupted , update is required POSSIBLE CAUSES: Out-dated app STEPS: 1.Uninstall Webex in Control Panel 2.Download 64bits version from webex site https://www.webex.com/downloads.html 3.Install the webex, no need for reboot , it will login in automatically to the user's session after the installation. LOGGING CATEGORISATION: Business service: GIO-NET - Office Telephony - Webex Calling Configuration item: Webex Calling Category: Application Subcategory: Installation / Deployment Resolution Notes: Assisted the user to solve Webex issue. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Spain ENTITY:BIS EUROPE SYMPTOMS: User contacted us due to error regarding the responsiveness of IMStAL. STEPS: Create an Incident. Assign the Incident to EU-IBERIA-TRANSVERSAL-L2. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: IMSTAL - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): EU-IBERIA-TRANSVERSAL-L2 TICKET TYPE: Incident. ARTICLE TYPE: Assignment TEAM: OSS
MIR INC0559579 - GLOBAL - no SAP OPA connection (March 6th, 2020)
English
biswaranjan.mohanty@eu.corp.airliquide.c
8
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:05
34
Major Incident Reports
NaN
#########
NaN
Cylinder ordering
NaN
NaN
NaN
6
2020-03-06 12:44:17
#########
NaN
GIO-CS-SD-SAP APPS-L2
MAJOR INCIDENT REPORT Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report GLOBAL - no SAP OPA connection INC0559579 - March 6th, 2020 Timezone : GMT+1 Total outage duration : 1 Hour 25 Minutes Executive Summary Classification : Major business application outage On March 6th, 2020 at 09:01 GMT+1, Multiple users reported that opera application is down. The issue impacted multiple users in 10 countries of Europe region. The symptoms of the incident was SAP OPERA application unavailability, as the related database was stopped. The application is used for Accounting Purchasing, Supply Chain Management and Invoicing. The priori root cause was excessive load on the system which caused the database being down. The resolution of the incident consisted of manual start of the database followed by restart of all application servers. On March 6th, 2020 at 11:41 GMT+1, the incident was resolved, leading to a service disruption of 1 Hour 25 Minutes A priori root cause The application - SAP OPERA wasn't available because its associated DB was down. An excessive load on database system caused OS resources were completely used and OS were not able to provide any new ressource to database server. For this reason database server crashed. Online daily backup of OPERA was in progress which is not a normal situation at this time. Major steps leading to incident resolution1 March 6th, 2020 09:30 : L2 SAP team received a P1 incident on SAP OPERA – PROD and L2 SAP team is investigating further. 09:40 : Multiple user reported that Opera application is down. 09:47 : L2 SAP team found that Opera Database is down. They found a online backup is in progress but that is not the cause for DB went down. 09:55 : L2 Storage team also checked from storage side no issue found. Also no issue found from OS side. 10:00 : L2 SAP team trying to bring the Database up by changing the backup mode. 10:10 : L2 SAP team brought up the OPA database and they have also restarted all the related applicative servers and further validation is ongoing. 10:30 : L2 scheduling team had stopped the scheduling due to the occurrence of the issue. 10:47 : L2 Scheduling team resumed the scheduled jobs and L2 scheduling team is relaunching the failed autosys jobs and few jobs are success already. 11:02 : L2 SAP team received another P1 incident INC0559659 regarding MyGas Partner is not available. L2 SAP team checked and found that the application is up and running fine. 11:40 : With confirmation from BIS, L2 SAP team has resolved the incident and further root cause analysis will be done through the problem ticket. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041854. Version: V1.0 Date: Mar. 11th 2020 Author(s): Biswaranjan Mohanty Service Manager validation2 Date: Mar. 20th 2020 Approver(s): Laurent HENRY Service Director validation3 Date: December 14th 2020 Approver(s): Quentin VERGUCHT Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
2020, 6th, airliquide, bis, biswaranjan, connection, corp, english, europe, global, inc0559579, jean, leroy, march, mir, mohanty@eu, no, opa, opera, sap, sap opera\n bis europe, software, wifi
NaN
KB0019346
MIR INC0671256 - SPLUNK/Unix: Process Status is stopped for dw.sap on EU-OPACI-PROD (December 18th,
English
biswaranjan.mohanty@eu.corp.airliquide.c
0
Jean LEROY
Uncategorized
Published
2022-03-28 15:40:52
7
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2020-12-19 1:25:09
#########
NaN
GIO-CS-SD-SAP APPS-L2
NaN
11bfcqt7jyquamyakuphohzi6xsgnytcsuoyyjaqecu4, 18th, airliquide, biswaranjan, com, corp, december, docs, document, dw, edit, english, eu-opaci-prod, google, https, inc0671256, jean, leroy, link, mir, mohanty@eu, process, process status is stopped for dw.sap on eu-opaci-prod\n \n google docs link :\n https://docs.google.com/document/d/11bfcqt7jyquamyakuphohzi6xsgnytcsuoyyjaqecu4/edit#, sap, software, splunk, status, stopped, unix
NaN
KB0016457
MIR INC0570591 - Unable to connect to OPA system (April 3rd, 2020)
English
biswaranjan.mohanty@eu.corp.airliquide.c
1
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:06
11
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2020-04-03 10:22:57
#########
NaN
GIO-CS-SD-SAP APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Unable to connect to OPA system INC0570591 - April 3rd, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 6 Hours 45 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1vjqmvvbu92wtn, 2020, 3rd, airliquide, april, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1vjqmvvbu92wtn_uehcqbp3aqlepfy--zspophjykooy/edit#heading=h.gjdgxs, biswaranjan, com, connect, corp, docs, document, edit, english, europe, gjdgxs, google, heading, https, inc0570591, jean, leroy, link, mir, mohanty@eu, opa, system, uehcqbp3aqlepfy--zspophjykooy, unable
NaN
KB0015176
MIR INC0505727 - AME - Server ergsapprdcsr - problem (October 15th, 2019)
English
Bob.Moore-c@am.corp.airliquide.com
1
Michael FECSKO
Uncategorized
Published
2022-11-29 21:48:03
21
Major Incident Reports
NaN
#########
NaN
GIO - SEC - Secure Server
NaN
NaN
NaN
0
2019-10-16 14:48:28
#########
NaN
GIO-CS-AMER-UNIX-L2
Date : December 2nd, 2019 Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AME - Server ergsapprdcsr - Problem INC0505727 - October 15th, 2019 Timezone : EDT Total outage duration : 44 Minutes Executive Summary The SAP Router and the CardConnect system are down. This affects the ability to process credit cards from the Airgas ERP system. Classification : SAP Minor Business Application Outage On October 15th, 2019 at 16:56:55 EDT, Monitoring reported an incident, affecting SAP server, ARGSAPPRDCSR (SAP Router). The symptoms of the incident were : The SAP Router application server was not reachable. The applications remained functional, but the operating system management was impacted. The a priori root cause was that the server had restarted due to a loss of connection to the system disk drive. The resolution of the incident consisted in the enabling of redundant storage to the system. On October 15th, 2019 at 17:40 EDT, the issue is resolved, leading to a service disruption of 44 Minutes A priori root cause The server lost connection to the System drive on the EMC SAN on the primary connection and intermittent loss of connection on secondary. Major steps leading to incident resolution October 15th, 2019 16:56 : AIX Team Started to investigate, the server had rebooted due to loss of SAN 17:00 : The system log shows the server initiated a reboot at 4:52 PM and 4:55 PM. 17:10 : IBM PMR TS002867420 is opened to check the hardware 17:30 : The server was rebooted cleanly and produced no error log files for IBM to analyze 17:40 : Further investigation showed the two paths the server uses for connection to the system partition was restored. The Primary connection was active and the secondary in Stand-By. The server was available and service stable External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041613. Version: V1.0 Date: 12/11/2019 Author(s): Bob MOORE-SC Service Manager validation Date: 12/9/2019 Approver(s): Jeffrey Davis Service Director validation Date: 12/9/2019 Approver(s): Anthony Lopresti
15th, 2019, airliquide, ame, americas, bis, bis americas, bob, com, corp, english, ergsapprdcsr, fecsko, inc0505727, michael, mir, moore-c@am, october, server
NaN
KB0015178
MIR INC0504569 - AME - Server argsapapp08 - performance and disk issues on aix server (October 12
English
Bob.Moore-c@am.corp.airliquide.com
2
Amelie BOUCHER PIMPARE
Windows - Storage / Performance
Published
2022-12-12 10:35:40
10
Major Incident Reports
NaN
#########
NaN
GIO - SEC - Secure Server
NaN
NaN
NaN
1
2020-01-27 12:43:04
#########
NaN
GIO-CS-AMER-UNIX-L2
Date : October 16th, 2019 Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AME - Server argsapapp08 - performance and disk issues on aix server INC0504569 - October 12th, 2019 Timezone : EDT Total outage duration : 17 Hours 30 Minutes Executive Summary Not able to run a backup on two SAP Servers Classification : Major connectivity outage On October 12th, 2019 at 04:30 EDT, Monitoring reported an incident, affecting SAP ECC Application servers. The symptoms of the incident were : The backup server lost connectivity to the two SAP ECC Application servers. The a priori root cause was that the servers were inaccessible due to a loss of connection to the system disk drive. The resolution of the incident consisted in the enabling of redundant storage to the system. On October 12th, 2019 at 22:00 EDT, the incident is resolved, leading to a service disruption of 17 Hours 30 Minutes A priori root cause The server lost connection to the System drive on the EMC SAN on the primary connection and intermittent loss of connection on the secondary. Major steps leading to incident resolution October 12th, 2019 04:40 : The Backup team reported an issue that they were unable to take a backup of argsapapp08a and argsapapp20. 04:45 : The AIX Team checked on the server side and found argsapapp08a and argsapapp20 were not accessible 04:55 : Reported issue details to SAN Team and they started investigation from storage side, where no issues were found. 05:30 : AIX team suggested to take a reboot for argsapapp08a and argsapapp20, awaiting client confirmation. 07:00 : Post client approval, both the servers rebooted with system dump and shared with IBM for analysis. 08:00 : One storage path was still having an issue, escalated to IBM and EMC for further analysis and troubleshooting, hourly updates were sent to client till closure. 22:00 : Raven server was rebooted post client confirmation. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041615. Version: V1.0 Date: 12/11/2019 Author(s): Bob MOORE-SC Service Manager validation Date: 12/12/19 Approver(s): Jeffrey Davis Service Director validation Date:12/16/19 Approver(s):Anthony Lopresti
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AME - Network - ping, slowness INC0554512 - February 21st and 22nd, 2020 Timezone : EST Total impact duration : 34 Minutes Executive Summary Network slowness issue between AWS US600 and DC US000 Classification : Major connectivity outage On February 21st, 2020 at 22:40 EST, monitoring reported an incident, affecting network slowness issue between AWS US600 (US-East-1) and DC US000 (Ashburn, VA) . The symptoms of the incident were Airgas Citrix Users would be experiencing slower logon times and slower application access than desired. The Citrix Admins reported the issue. No end user escalations were reported. Incident was then raised to P1 On February 22nd, 2020 at 9:21 EST. The root cause was that the Bigfix server was sending large amount of data to many workstations. The resolution of the incident consisted in identifying the source of the network slowness between Ashburn and AWS then shutting down the server impacting the network utilization. On February 22nd, 2020 at 9:55 EST, the incident is resolved, leading to a service impact of 34 Minutes. Root Cause The high network utilization was due to a large amount of data being transmitted by Bigfix to Airgas workstations during the scheduled deployment window. Bigfix network traffic should be between to/from the relay servers. Endpoints are to connect to local site and BSC relays, not top level relays. Major steps leading to incident resolution1 February 21st and 22nd, 2020 2/21 22:40: The high network utilization alerted SFR the evening of Friday, Feb 21, 2020. 2/22 09:21 : The high network utilization threshold was sustained until GIO CS raised as a P1 issue with GIO N&T the morning of Saturday, Feb 22, 2020. 2/22 09:21 : GIO N&T investigated the high network utilization during the call. 2/22 09:45 : GIO N&T found a large amount of data being transmitted by Bigfix. 2/22 09:51 : The Bigfix server was shut down to stop the data being transmitted. 2/22 09:55 : Network utilization returned to normal ranges. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041832. Action Plan GIO N&T AMER to implement monitoring and alerting thresholds at Ashburn, VA datacenter. GIO CS AMER to implement monitoring and alerting thresholds on all Bigfix Relays Version: V1.0 Date: Author(s): Bob MOORE-SC Service Manager validation2 Date: 2020-03-02 Approver(s): Christian MCCOMAS Service Director validation3 Date: Mar 5th 2020 Approver(s): Anthony LOPRESTI Hub Director validation (opt) Date: Approver(s): Scott COHN 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0504442 - AME - Server argsapapp08 - performance and disk issues on aix server (October 11
English
Bob.Moore-c@am.corp.airliquide.com
1
Michael FECSKO
Windows - Storage / Performance
Published
2020-07-17 17:27:59
23
Major Incident Reports
NaN
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NaN
GIO - SEC - Secure Server
NaN
NaN
NaN
0
2019-10-16 15:02:50
#########
NaN
GIO-CS-AMER-UNIX-L2
Date : December 2nd 2019 Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. AME - Server argsapapp08 - performance and disk issues on aix server Major Incident Report INC0504442 - October 11th, 2019 Timezone : EDT Total outage duration : 8 Hours 18 Minutes Executive Summary The SAP server (argsapapp08) is experiencing performance issues. Classification : SAP Major business apps outage On October 11th, 2019 at 10:42 EDT, Multiple users reported an incident, impacting business by reducing their productivity and disrupting their operations. The symptoms of the incident were : The users were reporting extreme slowness in the SAP application while using the RF hand held devices. The a priori root cause was a hardware failure. (On the VMAX storage array, the Service Processor port SFP went bad). The resolution of the incident consisted of a physical hardware swap of the bad hardware component (SFP) with a replacement one. After the replacement the errors went away. ( SFP replaced on FA 2D4 ) On October 11th, 2019 at 19:00 EDT, the incident is resolved, leading to a service disruption of 8 Hours 18 Minutes A priori root cause Physical failure of hardware component. (FA port on VMAX, #2D4.) Major steps leading to incident resolution October 11th, 2019 10:42 : SAP application users faced performance issue on app servers 11:00 : AIX Team checked on server’s side and found multiple servers impacted due to SAN path. 11:15 : Reported issue details to SAN Team and they started investigation from storage side 11:30 Server was in hung state, however application was still working. 11:30 : Command execution was taking a longer time than usual. Fscsi0 Link error reported on boot disks. 11:40 : AIX team suggested to take a reboot for app08a, app20 & raven), but users were connected to applications .So, waited for customer approval for reboot. 12:10 : SFP replaced. 12:35 : Servers (argsapapp06a, argsapapp08, argsapapp21 & Raven) were back to normal 14:15 : Application hosted on argsapapp20 server was stopped and started on another server, application was up and running fine 15:00 : After client approval, argsapapp20 server rebooted 18:15 : Application hosted on argsapapp08a server was stopped and started on another server, application was up and running fine 19:00 : After client approval, argsapapp08a server rebooted and all applications were up and running fine External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041614. Version: V1.0 Date: 12/11/2019 Author(s): Bob MOORE-SC Service Manager validation Date: 12/12/2019 Approver(s): Jeffrey Davis Service Director validation Date: 12/16/2019 Approver(s): Anthony Lopresti
MIR INC0508909 - Airgas RF Slowness Issue in Germantown and Hamilton DC (October 23rd, 2019)
English
Bob.Moore-c@am.corp.airliquide.com
1
Michael FECSKO
Uncategorized
Published
2020-07-17 17:30:50
12
Major Incident Reports
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AG - AIRGAS - IT Support Mgt - Business Service
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NaN
NaN
0
2019-10-24 14:42:04
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GIO-CS-AMER-L3
Date : November 25th 2019 Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas RF Slowness Issue in Germantown and Hamilton DC INC0508909 - October 23rd, 2019 Timezone : GMT Total outage duration : 20 Hours 53 Minutes Executive Summary Classification : SAP Major business apps outage On October 23rd, 2019 at 11:33 AM GMT-5, Multiple users reported an incident, impacting business (Hamilton and Germantown DC) by reducing their productivity and disrupting their operations. The symptoms of the incident were an intermittent slowness of hand held device transactions (10-15 sec delay in a transaction). 70-75% users of both distribution centers were impacted from 9:30 AM ET) and impacting all hand held users in the distribution centers. The a priori root cause was that applications were operating on the same storage port on the storage area network as other conflicting servers. This caused unnecessary network traffic which caused the the SAP ERP server to have severely poor performance. The resolution of the incident consisted of removing the ESXi servers from this FA Port. On October 27th, 2019 at 22:30 GMT-5, the incident is resolved, leading to a service disruption of 106 Hours 57 Minutes. A priori root cause ESXi hosts were on the same FA port on VMAX as this AIX server. This caused extremely high IO times on the storage. Major steps leading to incident resolution October 23rd, 2019 11:33 : Call opened up as report that RF Gun slowness 11:55 : Call opened with IBM and escalated to the highest level. October 27th, 2019 21:30 : Remove all ESXi servers from the two FA ports and move the commVault Media agent. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041636. Version: V1.0 Date: Author(s): Bob MOORE-SC Service Manager validation Date: 12/18/19 Approver(s): Service Director validation Date: 11/13/19 Approver(s): Anthony Lopresti
MIR INC0528944 - Network Connectivity - ALL SITE - Ethernet does not Have a valid IP configuration -
English
Bob.Moore-c@am.corp.airliquide.com
11
Amelie BOUCHER PIMPARE
Network / Connectivity
Published
2022-02-14 14:56:02
9
Major Incident Reports
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GIO-NET-Site Connectivity
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NaN
NaN
6
2020-01-28 17:35:39
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GIO-CS-AMER-WINDOWS-L2
MAJOR INCIDENT REPORT Date : 16 Dec 2019 Document Owner : Cyprien GRASSIN D'ALPHONSE-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Network Connectivity - ALL SITE - Ethernet does not Have a valid IP configuration - AMG-HOUSTON - US150 INC0528944 - December 15th, 2019 Timezone : EST Total outage duration : 5 Hours 14 Minutes Executive Summary Classification : Major connectivity outage On December 15th 2019 at 10:26 GMT-6, SFR Network Engineer reported an incident affecting North America (Air Liquide and Airgas) approx 100 users that were connected on Sunday. The symptoms of the incident were an inability of user workstations to acquire IP address when their current lease expired or were newly connected to the network. The a priori root cause was an improper restart of the patched system which left a process unavailable. After rebooting the server a second time, all services came up normally and service was restored. On December 15th, 2019 at 15:29 GMT-6, the incident is resolved, leading to a service disruption of 5 Hours 14 Minutes. A priori root cause December Microsoft Patches were pushed to the Air Liquide and Airgas DHCP server on Sunday morning as scheduled. The patch process required a reboot of the servers. When the reboot took place on both server, windows did not complete the normal start up process. This left the DHCP and Remote Desktop processes in a Stopped state. When the patch team was informed of the issue the server was once again restarted and the server then came up normally. Ip addresses were then handed out to all systems requesting one. Major steps leading to incident resolution 1 December 15th, 2019 04:26 : User at West Little York Facility reported loss of network connectivity 04:40 : Service Desk troubleshoots connectivity with user 04:44 : Ticket transferred to Network engineering to assist 05:18 : Raised to L2 Network team to identify the issue 06:27 : Incident raised to P1 troubleshooting shows a DHCP issue at the site 06:59 : Incident transferred to L3 Network Team 08:00 : Confirmed issue with DHCP server for Air Liquide transferred Incident to Windows Team 09:15 : Air Liquide DHCP server rebooted and verified that it was active 09:30 : Confirmed users are getting IP addresses and Issue placed in Resolved 11:30 : Airgas DHCP server patched and rebooted 12:15 : Airgas users report not getting IP addresses and ticket reopened 14:00 : Airgas DHCP server restarted and requesting user to confirm 15:53 : User is off shift, network team is confirming users getting IP addresses 17:51 : User confirms that he is back on shift and working fine External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041770. Action Plan Dhcp services are now set to AutoStart and monitoring on the service enabled. Version: V1.0 Date:16 Dec 2019 Author(s): Abhishek BHALERAO-SC Service Manager validation2 Date:20 Dec 2019 Bob Moore Service Director validation3 Date: 3 Jan 2020 Christian McComas Hub Director validation (opt) Date:27 Jan 2020 Approver(s):Scott Cohn 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0553871 - RF Connectivity issues at Multiple DC's (February 20th, 2020)
English
Bob.Moore-c@am.corp.airliquide.com
2
Michael FECSKO
Uncategorized
Published
2020-07-22 13:31:06
17
Major Incident Reports
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NaN
NaN
NaN
NaN
0
2020-02-20 15:57:54
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NaN
GIO-CS-AMER-L3
MAJOR INCIDENT REPORT Date : 2/21/2020 Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report RF Connectivity issues at Multiple DC's INC0553871 ( ARGP400001182 ) - February 20th, 2020 Timezone : EST Total outage duration : 1 Hour 11 Minutes Executive Summary Classification: Major business apps outage On February 20th, 2020 at 07:37 EST, Multiple Airgas distribution centers (Levittown, Hamilton, Duluth and Coppell) reported their Radio Frequency (RF) Guns were not able to connect properly impacting all distribution center hand held workers. The RF guns were able to connect to the RF server (WaveLink) used for communication with the SAP ERP system (ARGSAPPRDCECC). The RF server was not able to resolve the address of the SAP ERP system. This caused the RF Guns to not function. It was found that the servers were using the Route 53 configuration in AWS and could not resolve machines in the airgas.com DNS zone. The local host file on the servers were modified to point ARGSAPPRDCECC to its valid IP address as a workaround and the RF guns were able to connect and process shipments. On February 20th, 2020 at 08:48 EST, the incident was confirmed resolved by the users, leading to a service disruption of 1 Hours 11 Minutes Root cause The root cause of this issue was a domain name resolution failure for systems relying on the AWS DNS Forwarder. The servers were setup to use the AL standard configuration and point to the AWS Route53 for DNS resolution. This configuration did not include the Airgas.com DNS Zone. The RF guns had two affected servers, and an additional 7 servers for Robotics Process Automation were identified as impacted and corrected as well. These servers were updated during maintenance on weekend of 2/08/2020 under change record (CHG0096950 - AWS Prisma Alert Cleanup Activities on Prod AWS accounts) via AWS SSM, with a larger pool of servers, but the update appears to have not triggered an impact for these until an overnight AWS SSM check for updates was done and loaded them fully. These servers needed to be able to resolve the airgas.com domain, and lost that ability once the configuration was updated. Major steps leading to incident resolution February 20th, 2020 07:37 : Users reported that RF Guns at multiple locations could not connect and process shipments 07:37 : Administrators reported that the RPA processes were failing 08:07 : P1 raised in Service Now 08:07 : Servers in AWS verified up and running, they are able to do DNS communication to the domain controllers 08:40 : Issue isolated to DNS issue to certain Unix server in the Airgas.com DNS Zone 08:43 : Workaround implemented, entry in the host file to allow for the resolution of the airgas.com servers 08:47 : Users confirm work around allow connection to the systems and applications now functioning 08:48 Airgas moves the incident to resolved status. Connection issues in the Airgas domain are resolved. 09:05 Team confirmed all specifically affected servers have been updated and verified. Additional servers were also checked and updated within the RPA server pool, but were not in use. 09:21 : GIO AWS team working on corrective action solution for the Route 53 DNS solution in AWS 09:51 : Further action will be documented in Problem Ticket Action items These items are being taken under PRB0041831, and will be verified and then completed through an approved change request. Fix and test the Route 53 configuration ensuring that it includes Airgas.com. Deploy this configuration in a change window to each AWS account. Reset the DNS configuration on each server in the account to use the default route 53 configuration During the window, verify the DNS configuration in the IP Stack and that airgas.com resolves on each of the affected AWS servers. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041831. Version: V1.0 Date: Feb 20, 2020 Author(s): Bob MOORE-SC Service Manager validation2 Date: Feb 20, 2020 Approver(s):Christian McComas Service Director validation3 Date: Feb 20, 2020 Approver(s): Anthony Lopresti Hub Director validation (opt) Date: Approver(s): Scott Cohn 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0931455 - Users unable to print from Citrix Desktop (April 26th, 2022)
English
Bob.Moore-c@am.corp.airliquide.com
2
Edward DONAHUE
Printing / Devices
Published
2023-04-05 15:03:00
21
Major Incident Reports
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1
2022-04-26 15:58:50
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INC0931455
GIO-CS-AMER-CITRIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Users unable to print from Citrix Desktop INC0931455 - April 26th, 2022 Timezone : GMT Total outage duration : 16 Minutes Executive Summary Classification : Major business apps outage On April 26th, 2022 at 13:55 GMT, Users reported an incident, affecting Airgas Citrix Printing impacting 57 users. The symptoms of the incident were Airgas Citrix Users received printing error message. The a priori root cause was that the Print Servers stop accepting print jobs. The resolution of the incident consisted in rebooting the Print Servers. On April 26th, 2022 at 13:58 GMT, the incident is resolved, leading to a service disruption of 16 Minutes Major steps leading to incident resolution1 April 26th, 2022 Tue, Apr 26, 8:26 AM EST - ARGP400001580 -Emergency Priority Problem has been Created 09:22 Citrix case 81169070 was opened. 09:26 Print server SCAG-PRTP-06 was rebooted. [This server is used by South Division]. 09:29 SDIV confirmed no more issues for them. 09:33 Print server SCAG-PRTP-05 was rebooted. [This server is used by North and Central Divisions]. 09:47 NDIV confirmed no more issues for them. CS Citrix team continues to be engaged with Airgas CHD/SAP helpdesks to troubleshoot with users reporting having an issue and capture logs to be submitted to the vendor Citrix to help identify the issue. April 27th, 2022 CS Citrix team continues to be engaged with Airgas CHD/SAP helpdesks to troubleshoot with users reporting having an issue and capture logs to be submitted to the vendor Citrix to help identify the issue. CS Citrix team opened another SEV1 support case with vendor Citrix to identify issues. Initial root cause Printing issues are due to applying the Citrix Cumulative Update (CU4) during a planned change (CHG0147260) to remain on a supported application version. This issue was not encountered during the functional and acceptance testing in non production. Actions plan CS Citrix team to engage with SEV1 support case opened with vendor Citrix to identify issues. CS Citrix team to implement temporary workaround. CS Citrix team to implement permanent fix. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043358.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: There is no data transfer from Servitrax (either computer or PDA) to SAP. STEPS: - Create an incident with screenshot and detailed description. - Assign it according to the customer/entity. LOGGING CATEGORISATION: Business service: Cylinder Tracking Configuration item: SERVITRAX EUROPE - PROD Category: Application Subcategory: Data issue Assignment group (if not L1): Based on the customer/entity DE-ALD (AL GMBH): DE-ALD-SERVITRAX-L2 DE-ALM GMBH: DE-ALD-SERVITRAX-L2 CH-CARBAGAS: BEU-CYL-SUPPLY CHAIN SVX ES-AL SPAIN: EU-IBERIA-SERVITRAX-L2 ES-ESPANA MED: EU-IBERIA-SERVITRAX-L2 ES-GASMEDI: EU-IBERIA-SERVITRAX-L2 ES-VITALAIRE: EU-IBERIA-SERVITRAX-L2 FR-ALFI IM: FR-ALFI-DSSI-L2 FR-ALSF: FR-ALSF-SERVITRAX-L2 FR-ALSS: FR-ALSS-INDUSTRIAL OPERATIONS-L2 EU-EMS: EU-EPS-SCM-PG IT-ITALY SANITA SERVICE: IT-ITALY SANITA SERVICE-SERVITRAX-L2 IT-ITALY INDUS: IT-ITALY INDUS-SERVITRAX-L2 BE-AL BELGE: BE-SERVITRAX-L2 BE-AL MEDICAL HP: BE-SERVITRAX-L2 NL-ALBV: NL-SERVITRAX-L2 NL-SCOTT: NL-SERVITRAX-L2 PT-AL PORTUGAL (SPAL): EU-IBERIA-SERVITRAX-L2 PT-PT MED: EU-IBERIA-SERVITRAX-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
access, airliquide, boldizsar, chong, com, corp, data, english, homes, homes access, no, no data transfer, pda, rocio, servitrax, servitrax issue, servitrax pda, symbol, symbol pda, terminal, toth@am, transfer
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KB0045060
BTS - Air Liquide Canada - Shared Drive Support Model
English
boldizsar.toth@am.corp.airliquide.com
500
Max ANSHILEVICH
Uncategorized
Published
2025-06-03 20:46:42
4
GIO Service Desk
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GIO - EUS - UWP - Windows OS
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NaN
NaN
83
2025-06-03 20:46:13
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NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: Air Liquide Canada support model for local infrastructure. BEFORE YOU START: Air Liquide Canada Inc. is one of the local entities in Canada, also known as ALC. M.E.G.S. Specialty Gases Inc. is part of Air Liquide Canada Inc. Vitalaire Canada Inc. (Air Liquide Healthcare) is an entity in Canada. Alizent Canada Inc. is one of the local entities in Canada, part of Alizent Global. RHS is a newly acquired company part of Vitalaire Canada Inc. Make sure the user is requesting non-standard Air Liquide support, for Air Liquide standard support follow the standard support model. STEPS: Non-standard infrastructure: Windows Shared Folders: Canada CA-ALC (Provide access via Network Drive Access - (GLOBAL) \\NA-MTL-PI01\\na-mtl-hr01\\am-ca-fp01\\am-ca-fp03\\na-mtl-fin01\\am-fsk-fp01\Maganement - (Requires management permission from Terry Fung)\\na-mtl-fin02\invoice copies\\am-ca-fp01\shared\\COR-FS-02\DATA\COR_PURCHASING Canada Vitalaire (Provide access via by adding user's AD account to CAVA-DomainUsers) N Drive - National Shared: \\srv-v-filesrv\NationalShared S Drive - \\srv-v-filesrv\SharedFor further Shared/Network Drive information see Network Drive Access - (GLOBAL) RHS Canada: RHS Server (10.207.27.10) - (Assign to support group after manager approval) Account Management: Alizent: KEOPS account follow Alizent Account Management in KEOPS Domain (Global) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Category: Cloud infrastructure Subcategory: Access / Availability Assignment Group: GIO-EUS-FS-CANADA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
10, 207, 27, air, air liquide canada inc. m.e.g.s. specialty gases inc. vitalaire canada inc. alizent canada inc. rhs healthcare\n canada support model rhs vitalaire vital aire megs alizent rhs server 10.207.27.10 openemr quickbooks tims ftp servers gio-eus-fs-canada-l2 cisco any connect canada alizent alizent canada, aire, airliquide, alizent, anshilevich, any, boldizsar, bts, canada, cisco, com, connect, corp, drive, english, ftp, gases, gio-eus-fs-canada-l2, healthcare, inc, liquide, max, megs, model, openemr, quickbooks, rhs, server, servers, shared, specialty, support, tims, toth@am, vital, vitalaire
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KB0024686
Service Desk IT Outage Communication Process for Americas
English
boldizsar.toth@am.corp.airliquide.com
360
Martin GAITE
Uncategorized
Published
2025-07-30 12:28:59
5
GIO Service Desk
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BAM - Cylinder asset tracking
NaN
NaN
NaN
26
2025-07-22 19:07:13
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GIO-EUS-SD-GLOBAL-SDA
REGION:AMER ENTITY:BIS AMER SYMPTOMS: This article describes the process for the Americas Service Desk on how to proceed with an IT outage communication request to End Users in the Americas. BEFORE YOU START: Make sure the End User is requesting a communication related to an IT outage only, affecting any IT services within the America region. An IT outage communication can be requested only by one of the following individuals: Major Incident Manager (MIM).Manager On Duties (MOD).Americas Local Process Manager (LPM).GIO End User Service Manager.GIO End User Support Lead.Service Delivery Manager of the impacted service. Ask the End User to send the IT Outage communication request following How to request an IT outage communication in Americas If the End User contacts the Service Desk after sending the email with all needed information, make sure the communication is sent out during the contact. STEPS: 1.- Always send the communication using AMERICAS IT Service Desk delegated mailbox, you can follow the article How to send an email using a delegated mailbox in Kite 2.- Communication: Translation is not required: send the communication as requested.Translation is required and templates fit with the communication: fill in the templates with the information provided by the End Users and proceed to send the communication.Translation is required and templates dont fit with the communication: request translation as per End User request and proceed to send the communication once its translated. 3.- Always BCC the IT outage communication recipients as following: Recipients requested by the End Users.Requester.GIO End User Support Lead: Juan Pablo de Lungaro. 4.- Communication recipients, unless the End User is requesting to send a communication to a different Distribution List, always use the standard ones according to End User needs: Canada: use AMER English & French Canada Distribution List. United States: use AMER English USA Distribution List.Latam: use AMER Spanish LATAM Distribution List.Brazil: $BR-ALB Distribution List. 5.- If requested by the End User, explain him or her that following Distribution Lists are no longer valid: Canada Users: Ww-NASD-Canada-sitesUnited States: Ww-NASD-US-SitesCCAM Users: Ww-nasd-CCAM-sites LOGGING CATEGORISATION:Process
airliquide, americas, boldizsar, com, comm, communication, communications, corp, delegated, desk, emergency, end, enduser, english, environmental, gaite, google, group, kite, mailbox, maintenance, major, martin, outage, outages, planned, procedure, process, sd, sd procedure end user enduser communications process comm major outages planned maintenance emergency kite google group delegated mailbox service desk environmental, service, toth@am
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KB0012783
Windows - Wrong Time
English
boldizsar.toth@am.corp.airliquide.com
188
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:34:24
5
GIO Service Desk
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4.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
271
2025-05-12 19:15:09
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GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is not able to connect to the internet due to incorrect time settings. Error message: Your clock is ahead / behind. STEPS: Option 1 - Setting Time Manually in Control Panel You can set the system clock to show the correct time via the Date and Time section from the Control Panel. 1: Click on 'Search (magnifier)' on the task bar and type 'date and time settings' 2: Select the option "Additional date, time & regional settings" 3: Select "Set the time and date" 4. Click on 'Change date and time' 5.: Set the correct time, then click "OK" Upon reopening / refreshing a webpage, the error message will be gone. Option 2 - CMD Windows Time Synch Open CMD with admin rights.Enter the following commands one by one in this order:net stop w32timew32tm /unregisterw32tm /registernet start w32timew32tm /resync Option 3 - Setting Time Manually with CMD: Open CMD with admin rights.Enter the following commands one by one in this order to set the Time and Date with the accure time:date mm-dd-yytime 00:00:00Example:date 03-03-2024time 09:48:00 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: *Time has been correctly set on the PC.* TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, boldizsar, clock, com, connection, corp, correctly, date, english, gerhards, internet, internet connection, maik, not, set, settings, software, time, time not set correctly, time settings, time zone, toth@am, wifi, windows, wrong, zone
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KB0030342
CUP - Windows - Error pop-up appears regularly
English
boldizsar.toth@am.corp.airliquide.com
72
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:35:23
6
GIO Service Desk
NaN
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NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
19
2025-05-06 21:16:51
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GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: After CUP upgrade, user gets a similar error message as per below that an update couldn't be installed/script file cannot be found: BEFORE YOU START: Check Windows version of the PC and add it to the ticket description:How to check?1. Type winver in the search bar.2. Open it.Check in BBCA if the update in question is installed and remove it. If it's not found in BBCA, follow below steps! STEPS: 1. Remote to the user's computer. 2. Open Task Scheduler as admin (important: if the user has local admin rights, make sure that you open it as different user and open it with YOUR admin crendentials, because otherwise it will not work!)3. Go to Active tasks and look for CUPInfoScreenReRun4. Double click on the CUPInfoScreenReRun, then again from the list above select CUPinfoscreenrerun and right click on it, the select Delete.This should solve the issue. LOGGING CATEGORISATION: Business service:GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Assignment group (if not L1): if KO, assign to L1.5 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
SAP - Can not edit an IBAN in a vendor master record
English
boldizsar.toth@am.corp.airliquide.com
92
Laurence AZERRAD
Uncategorized
Published
2025-09-29 13:00:48
5
GIO Service Desk
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2.00
SAP Authorization
NaN
NaN
NaN
41
2025-05-12 19:02:04
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NaN
BEU-FICO-IM-EL-MEDGAS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User can not edit an IBAN in a vendor master record of a vendor in SAP STEPS: Ask for transaction number and iban number and assign to team CGI-FINANCE ACCOUNTING-L3 with screenshots. LOGGING CATEGORISATION: Business service: SAP Authorization Configuration item: SAP OPERA - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): CGI-FINANCE ACCOUNTING-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: This article describes steps to follow whenever the Citrix Workspace application is not associated with .ica files needed to open apps/desktops with Citrix. The following errors can indicate such an issue: BEFORE YOU START: Always check whether Citrix Workspace is installed on the computer or not. If the application is not installed, install it via Marimba (it is NOT allowed to install it from the official Citrix website). Current Marimba packages as they appear in: Marimba Tool: Wx_64bit_Citrix_Workspace_App_24.2.1003.3_ML Marimba Online: g_01645_citrix_workspace-app-24.2.1003.3_ml_48 STEPS: 0. Verify whether Citrix Workspace is installed, if not, install it based on the above instructions. 1. If the application appears correctly installed, verify whether .ica files are associated with the app: Use the Windows Search Field to search for 'Default apps' Search for the .ica file extension and check which application comes up as the associated app 2. If it is not the 'Citrix Connection Manager' that is selected by default, you need to associate it with the .ica files. Click on the field where the currently selected default application, in the window that pops up, select the 'Choose an app on your PC' 3. In the new window that comes up, browse to the following path C:\Program Files (x86)\Citrix\ICA Client\ and then select the 'wfcrun32.exe' file and then click on 'Open'. 5. Now the Citrix Workspace app is associated with the .ica files that are needed to open apps/desktops in Citrix, have the user test their app/desktop. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Citrix Workspace app configured. ARTICLE TYPE: FCR TEAM: L1
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: User is reporting that the Servitrax app is missing from the handheld they are supposed to open it on. BEFORE YOU START: Air Liquide Canada: Metal Fabrication - Logistics and Sales Office Aerohive is used for handheld devices to connect into the Air Liquide Network to access the Servitrax application. Aerohive access points are exterior wall mounted wireless access points. The Service Desk, or specifically the Network Engineering Air Liquide group, only supports the access point for wireless connectivity issues. STEPS: All handheld devices come with Servitrax pre-installed, if it is missing, raise a ticket based on the below categorization and send it to the indicated Assignment Group. LOGGING CATEGORISATION: Ticket template to be used: AME - Servitrax - Issue Business service: ALZ - Remote Asset Configuration item: ServiTrax (Canada) - NAM - PROD Category: Application Subcategory: Installation / Deployment Assignment group: GIO-EUS-FS-CANADA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:global ENTITY:all except Airgas BEFORE YOU START: INTELEX is the solution to report IMS concerns in Air Liquide. Intelex is a software platform designed to help Air Liquide manage and improve their Environmental, Health, Safety, Quality (EHSQ) and Sustainability programs. It offers solutions for compliance tracking, incident reporting, risk management, auditing and Training and Qualification, helping businesses streamline operations, enhance safety and reduce risks. Air Liquide has implemented the 5 Intelex following products: Training and Qualification owned by HRSafety Management Global Solution owned by SISMaster Data Management (Sites & Facilities) owned by SISQuality owned by WBL ElectronicsIndustrial Report and Sustanaibility owned by GID Please note that for Americas, the following article needs to be followed: KB0056742 - INTELEX Americas - Quality Management STEPS: Users management: guide how to get access: https://docs.google.com/presentation/d/1j2wxW8j00MwXA1LZaKcAOK8I1xT421L_NliTtrICFV4/edit?slide=id.g10eb1757d46_394_132#slide=id.g10eb1757d46_394_132access request: https://script.google.com/a/macros/airliquide.com/s/AKfycbyXDXizN402Ben-3rtaU1IMv0SdZk22mNdGD73DtmwLiuCxxmUUHB_iQ_zQaTUWmsW8/exe For other topics guide the user to contact key contacts: Nora AT KHEN or Jacques LAMOTTE LOGGING CATEGORISATION: Business service: BCF LI INDUSTRIAL REPORTING Category: Application Subcategory: Support/Assistance Configuration item: Group Intelex Platform - PROD Assignment group (if not L1): GIP-SUPPORT ARTICLE TYPE: incident TEAM: Apps
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to report a functional issue regarding SCADA application. BEFORE YOU START: There are 5 sites in total where PL-AL POLAND/PL-ALKAT users are using SCADA: DABROWA GORNICZA - PL004GLOGOW - PL015KRAKOW - PL001KRAKOW - PL019PULAWY - PL013 Please note: for DABROWA GORNICZA - PL004 we must use the SCADA - Katowice - PROD configuration item! STEPS: Create an incident and assign it to ALZ-EU-GCS-Production Asset L2 LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: According to the location:SCADA - Glogow - PRODSCADA - Krakow - PROD SCADA - Pulawy - PROD SCADA - Katowice - PROD (for Dabrowa Gornicza) Category: Application Subcategory: According to the case Assignment group: ALZ-EU-GCS-Production Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User can not find Hibernate option in start menu POSSIBLE CAUSES: Some Users may want to use hibernation in their PC but its not available in the Windows start menu. BEFORE YOU START: Please check if User does not have the Hibernate option in the Windows start menu. STEPS: Go to Control panel -> Power Options On the left side of the window click on Choose what the power buttons do Click on Change settings that are currently unavailable and authorize with your ADM account Then you will be able to tick checkbox Hibernate, then click on Save changes Alternative solution:1. Open Command Prompt as Administrator and run the following command:powercfg /hibernate on LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: (if applicable): Hostname of PC Category: Devices Subcategory: Operating System TICKET TYPE: Incident ARTICLE TYPE: TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Wise Catalogue is not displayed through SAP. Suppliers codes from SAP are not automatically replicated in WISE. STEPS: If Wise (B@li) Catalogue is not displayed through SAP create a ticket LOGGING CATEGORISATION: Business service: Procure to Receipt Configuration item: WISE PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): CGI-PROCUREMENT-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L3
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KB0053884
CMS Contentful - Any Request or Issue
English
boldizsar.toth@am.corp.airliquide.com
14
Lili-Jane PREVETT
Uncategorized
Published
2025-08-11 20:25:40
4
GIO Service Desk
NaN
#########
NaN
BAM - Customer Experience
NaN
NaN
NaN
0
2025-08-11 20:24:44
#########
NaN
BAM-APP-L2-Customer Experience
COUNTRY:Canada ENTITY:CA-ALC SYMPTOMS: This KB describes the steps to follow in case an end-user requires assistance with CMS Contentful used in Canada. BEFORE YOU START: CMS Contentful is the CMS Layer to the airliquide.ca e-commerce website (Be-Connected).It is provided by Contentful. IMPORTANT: Please note that many end-users are submitting webtickets about CMS Contentful based on categorization instructions that they have requested internally. They might be referencing ORACLE in their tickets as the application is built in an Oracle environment. Whenever you encounter a web-ticket about CMS Contentful, even if it references Oracle, make sure that the categorization is as per THIS KB and if so, let the ticket get assigned to the default resolver team appearing on Intake level! STEPS: If an end-user needs any assistance with CMS Contentful, create a ticket based on the below categorization and send it to the indicated resolver team. LOGGING CATEGORISATION: Business service: BAM - Customer Experience Configuration item: CMS Contentful - Be Connected - Canada - NAM Category: Application Subcategory: Support / Assistance Assignment group: BAM-APP-L2-Customer Experience TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user would like to be able to record meetings in Google Meet (Google Hangouts Meet) BEFORE YOU START: Access to Google Meet's record feature must be requested prior to the meeting Access to the feature is delivered within the next 5 business days when the request is received by GIO - EUS - DWP. It is the requestor's responsibility to anticipate his request enough time before needs. Access Duration: 12 months. An extension can be requested afterwards. STEPS: 1. Advise the user to request access in My IT Corner: Digital Workplace > Kite - Account > Access to the RECORD feature of Google Hangouts Meet 2. Provide the Hangouts Meet guidelines to the user, they will also find this link in the request After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: According to the case Resolution Notes: MyITCorner Assistance request submitted.
COUNTRY/REGION: EU ENTITY: BIS HOME HEALTHCARE SYMPTOMS: User has installed Nvision recently and cannot log in at the following screen: STEPS: Guide user to fill out with the following credentials: User Name: firstname.lastname Company Name: Airliquide Key Code: 1189-15156-144160-160505 If issue persists, guide user to his/her manager. LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1 Resolution Notes: Advice user to contact Manager TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The following article describes the process for guiding a user to CARM to reset the password for Windows and/or Windows Admin. BEFORE YOU START: Instructions can be shared with the user: https://docs.google.com/document/d/1dSDYOe1ENDK2wC981WOFn0hscT5nmIuu2vp2kHlqw9M/edit Articles can be shared with user: CARM - End-User Guide - How to change my accounts passwords ?If user's Air Liquide computer on Air Liquide corporate network and Mobile phone enrolled to Intelligent HUB + Okta is configured on the phone (added as authenticator). End-user may try to perform Self-service password reset (article can be shared with the users) For Windows password reset If the user is Working remotely and is: Unable to connect to the Air Liquide networkUnable to change the passwords through the SSPRTUnable to access the computer See Windows Account - Windows Password Reset Process (Global) - Do not restart or shut down the computer. Users must always be connected to the Air Liquide network (LAN, Wi-Fi or VPN) in order to perform a password reset STEPS: Resetting Password in CARM 1. Ask user to login to CARM with SSO (if it is the first login, user needs to write the CARM credential) 2. Ask user to click on "Change Passwords" 4. Select the accounts to modify the password Standard: Windows, CARM, KiteHigh Privileges: Windows ADM Note: if the user changes her/his Windows password, the synchronisation can take up to 24 hours 5. Type a new password and click on "Submit" For Windows: For Windows Admin: 6. The synchronization takes maximum 10 minutes. Ask user to test the new password. If any issues with the password reset, see each article depending on the password required Windows password can be reset in AD Windows Account - How to Reset Windows Password in AD (GLOBAL) See Windows Account - Windows Password Reset Process (Global) for the different scenarios ADM account should be done directly by the user through his own CARM account as per this article, you may also see Windows ADM account -Reset/Unlock Windows Admin password / account creation / extension (GLOBAL) for further information 7. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Self-Service Password Reset on CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Acces / Rights Resolution Notes: Redirected user to CARM to sync a new password for their Windows account.
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COUNTRYCanada ENTITY:Vitalaire, RTS SYMPTOMS: This article explains the process for providing support to the Healthcare Canada Application Techcare - SalesForce Global platform to manage healthcare At present 3 subsidiaries have gone live; RTS - Respiratory Therapy SpecialistISM - Inspiration MedicsPOX - Prairie Oxygen BEFORE YOU START: THIS KB APPLIES FOR VITALAIRE AND RTS USERS, FOR ALC USERS, CHECK KB0010171Users may use different terminologies when describing the application they are having trouble with: For Salesforce or Techcare they may use: Aria SFAria TechcareTechcareHealthcare SalesforceAria CRMVitalaire CRM - if this is used please confirm if referring to Salesforce instance of CRM new with Aria project orThe Microsoft instance of CRM (legacy) Access This application is cloud based and uses SSO to access OKTA and Air Liquide network is required Salesforce or Techcare production URL: https://airliquidehhc-amer.lightning.force.com/lightning/page/home or https://login.salesforce.com/ STEPS: Out of scope of the Service Desk, use Configuration Item and Business Service to determine the default routing rules to assign the tickets to the appropriate team. Field Service Application Users may report issues or query for the Field Service app Verify user is from Vitalaire Healthcare Gather all information regarding the issue/query ScreenshotsError messagesComplete details of the requirements Use Configuration Item and Business Service to determine the default routing rules to assign the tickets to the appropriate team. LOGGING CATEGORISATION: Business service: BAM - ALHC - SF Configuration item: Airliquide Healthcare Canada - Salesforce - PROD Category: Application Subcategory: Access / Rights Assignment group: BAM-APP-L2-ALHC-SF TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
air, air liquide healthcare health care canada applications application software user america americas ca rhs vitalaire sales force\n finance and operations erp techcare salesforce global platform to manage healthcare salesforce sf crm sales force field service field services app application sales force salesforce vitalaire salesforce mobility sales force, airliquide, america, americas, app, application, applications, boldizsar, ca, canada, care, com, concerns, corp, crm, english, erp, field, finance, force, global, health, healthcare, liquide, manage, mobility, operations, platform, rhs, rts, sales, salesforce, service, services, sf, software, techcare, toth-sc, toth@am, vitalaire
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KB0049897
FabNet - Password Reset
English
boldizsar.toth@am.corp.airliquide.com
26
Kirk BROWN
Uncategorized
Published
2025-07-23 18:04:58
4
GIO Service Desk
NaN
#########
NaN
Customers portals & ecommerce
NaN
NaN
NaN
4
2025-07-23 18:01:08
#########
NaN
BEU-CSM-DIGITAL-PRODUCTS
REGION:AME ENTITY:BIS AME SYMPTOMS: This article describes how to proceed in case an end-user contacts the Service Desk regarding password reset for FabNet. BEFORE YOU START: *Internal employees will use AL Portal>WebApps>FabNet to access ( http://adc-al-lnx80:7777/fabnet3/#/login ) *External customer will access FabNet via URL: fabnet.airliquide.com , request for access need to be forwarded to Fabnet@airliquide.com. *The user must have an account and password to be authenticated in order to access FabNet content. If FabNet users send email to Fabnet@airliquide.com as indicated on FabNet main page, then the Service Desk will be bypassed and FabNet system administrator will receive the email and respond accordingly. NAM Service Desk doesnt support any concerns regarding the issue. User must be referred to the correct support contact STEPS: If user sends email directly to Fabnet@airliquide.com for assistance, there will be no HD involvement. If a call is made to Service Desk requesting FabNet password reset, please follow below procedure: 1. Ask the user if they had used the 'Forgot Password' link on the FabNet Login page. When used properly, the link will send an email to the user with a new password where they can use to get into Fabnet and update to a new password. 2. If the user has tried the 'Forgot Password' link and still cannot get the password correctly, log an INCIDENT based on the below categorization and route it to the correct team. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request details: Reset password for an application How many users are involved? - Only YouApplication: Fabnet 3 - AMER - PRODShort Description: Description: PROD/DEV/INT R12 NAM Password ResetJustification: If Cattask needs to be reassigned, explain the reason. In case reassignment is needed or blank ESS Incident submitted by the user: Business service: Customers portals & eCommerce Situation: Account issues [Incident] Assignment group: BAM-APP-L2-Supply ChainResolution Notes: Password reset form submitted.
adc, adc-al, airliquide, apps, boldizsar, brown, com, corp, english, fab, fabnet, fabnet fab net webapps web apps tcs adc adc-al password, kirk, net, password, reset, tcs, toth@am, web, webapps
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KB0014922
Ivanti - Europe zone connection failed / Gateway issue
English
boldizsar.toth@am.corp.airliquide.com
320
Hamza MOKHTARI
Uncategorized
Published
2025-05-26 21:08:13
4
GIO Service Desk
NaN
#########
3.00
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
199
2025-05-26 21:06:49
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she is unable to establish connection via the zone "Europe". Symptoms and the error message the user might face are the following: - The connection is running longer than usual, then the error message has no code - The EM is: No connection to Ivanti EM: Your credentials are not valid. Try again BEFORE YOU START: Check the followings: user doesn`t have an activated OKTA accountuser has no SRA account role If all the checks are done it is necessary to see with the GIO-SEC-PSS-RUN-L2_L3 team which manages the SRA tagged in BS Ivanti. (GIO-SEC-AD-AUTHENTICATION SERVICES-L2 manages Okta) STEPS: 1. Try to connect to another zone closest Zone (Gateway) such as (Americas) Please note: connecting via another Gateway might result in restricted/incomplete resource access. If the user cannot use a different gateway due to the incompatibility of the apps they need to use and the selected gateway, proceed with next steps. 2. If still not working, please send to the L1.5 to completely uninstall and reinstall Ivanti. 3. Solution: Remasterization --> Follow KB0043818 LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Category : Application Subcategory : Availability and Performance Issue Configuration item: Hostname of pc Resolution Notes: After reinstallation of the Ivanti client, user could establish VPN connection via the Europe gateway. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Google Gmail - how to handle SPAM in delegated mailboxes (GLOBAL)
English
boldizsar.toth@am.corp.airliquide.com
104
Changhou LOW-SC
Uncategorized
Published
2025-07-30 6:09:57
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
21
2025-06-09 19:43:08
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: The messages are delivered but marked as SPAM in a delegated mailbox. BEFORE YOU START: Spam filters can't be disabled for security reasons. In some cases when the message is considered highly dangerous (because of attachment, hyperlinks or others elements), the message could be either rejected or delivered in the inbox with a warning banner or directly in the spam folder. Google Help Center Article:Prevent mail to Gmail users from being blocked or sent to spam https://support.google.com/mail/answer/81126?hl=en STEPS: 1. It is the responsibility of the delegate to check the Spam folder and mark incorrectly classified messages as not spam to train the SPAM filters. Gmail uses machine learning to better understand the users` preferences, and to recognize spam. When they manually mark a message as not spam, Gmail learns how to manage messages addressed to them. 2. Delegated members can add trusted senders to delegated mailbox contacts list from Google Contacts (available from the user contact section - not directly from the delegated mailbox) contacts.google.com on section delegated contacts. When an external address is added to the account contacts list, Gmail will not mark messages from the external address as spam. Users can make their own SPAM whitelist by uploading a Contacts CSV to delegated mailbox shared contacts at contacts.google.com with all the senders they trust. 3. In case the system keeps marking as SPAM senders that have been marked as safe and added to contacts list, then, and only then a filter can be configured. The filter will work for all delegated members! Common Gmail filters - Google Workspace Learning Center Create rules to filter your emails - Gmail Help 4. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance with SPAM In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Unable to print, verifying network connection issues. POSSIBLE CAUSES: Printer Network Disconnection Printer IP issues Network Issues BEFORE YOU START: Verifying network connection issues after having gone through the first troubleshooting steps from Bis Americas - Printer Troubleshooting Printer Troubleshooting - Printer Driver - (Global) STEPS: Verify Network connection Obtain Name, Port Name and Server Name Control Panel > Devices & Printers > Right click on the printer > Printer Properties > Select Port tab Open a Command Prompt in the users computer and run the command Ping If there is no reply from the printer, ping the printer from the Command Prompt in the service desks Remote Desktop If you received a reply from both CDM Control Panel > Devices & Printers > Right click on the printer > Select Printer Properties > Select Ports tab > check that the port selected matches with the printers IP If the IP matches: Copy and Paste the printers IP into the search bar of Internet Explorer Check the printers status and look for any error message If the IP does not match: Control Panel > Devices & Printers > Right click on the printer > Select Printer Properties > Select Ports tab > Add a Port > Select Standard TCP/IP Port and click on New Port > Next Enter the IP address provided by the userIf the IP is detected successfully, finish the processIf not detected, escalate to the network team to assign the correct IP address to the printer If the printer replies on the service desk CMD but not on the users computer It means the printers virtual port got stuck on the users computer. Restart the computer and try to print again If there is no reply at all in any of the CMDs and user has physical access to the printer Ask the user to check the Ethernet connections and restart the printer manually If the printer is online but didnt reply in any of the CMDs The printer has an issue with the physical ports LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Category: Devices Subcategory: Printers Resolution Notes: Printer connectivity issue resolved. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS Google Kite - Google Kite requests available on My IT Corner and GIO Catalog
English
boldizsar.toth@am.corp.airliquide.com
271
NaN
Uncategorized
Published
2025-07-08 20:21:09
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
47
2025-07-08 20:20:53
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for information on a Google Kite related request. STEPS: Redirect user to My IT Corner or IT users to the GIO IT Catalog as per the below lists! FOR ENDUSERS available: Google Kite related requests on My IT Corner: My Email : - Restore my deleted email (Not in Gmail trash anymore - last 20 days recovery) Kite - Account : - Access to the RECORD feature of Google Hangouts Meet - Employee leave - Google account termination options - Currents - Transfer ownership of a Community Kite - Enrolled device : - Enroll your mobile in Kite - Block my device (lost or stolen) Google Drive : - Shared Drive : Promote a new manager - Restore my deleted documents (Not in Google Drive trash anymore - last 20 days recovery) Google Calendar : https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=f1f285664fbdf3009864ca1f0310c7d6 - Create a new Calendar Resource - Delete a Calendar Resource - Request to add managers of a Calendar resource - Update a Calendar Resource Google Groups : - Add external members in kite Group - Bulk addition to Kite Group - Grant $Group posting rights - Manage alias for Kite Group - Create a Google Groups (Kite) => CARM portal - Request Google Groups access (Kite) => CARM portal - Transfer Google Groups ownership (Kite) => CARM portal - Delete a Google Groups (Kite) => CARM portal Google Spaces: - Google Spaces : Promote a new manager Delegated mailbox : - Delete a delegated mailbox - Manage a Delegated Mailbox members - Update a Delegated Mailbox settings Shared folder : - AODocs - Create a library - Create a shared folder - Give or remove access to a Secured Shared Directory - Request of documents in Livelink Pleiades archive - Request access to an existing shared folder => CARM portal - Transfer a shared folder ownership => CARM portal Appsheet: - Deploy a Google Appsheet application Google Development: - Google development basic consulting (for Google APIs specificity / Appsheet workflow, configuration / Appscript Google library usage / Application publication best practices) Google Kite related requests on GIO IT Catalog: Google Admin and Development Tools : - Google - Generate Log Reports - Create a Google Admin Account Kite Advanced Account : - Conversion of a google group to delegated mailbox - Creation of a delegated mailbox - Google Service Account - Add / remove an alias Kite My Google Suite : - Access to Hangout On Air - Messaging - Add a new anti-spam rule - Access to an additional Google service
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to install non managed local printer driver, but they have "installation error" error. POSSIBLE CAUSES: The driver might not be compatible with user's PC. BEFORE YOU START: Please follow KB0012149. STEPS: Send an incident to L1.5 for further investigation. LOGGING CATEGORISATION: Business service: For AME: GIO - EUS - Local Support - AMEFor AMEI: GIO - EUS - Local Support - AMEIFor APAC: GIO - EUS - Local Support - APACFor EU: GIO - EUS - Local Support - EUR Category: Devices Subcategory: Printers Configuration item: Hostname of user's PC TICKET TYPE: Assignment ARTICLE TYPE: Incident TEAM: L1.5
COUNTRY:Ivory Coast ENTITY:BIS AMEI SYMPTOMS: This KB aims to provide information on the printers and their configuration used in Ivory Coast. BEFORE YOU START: There is no MPS solution in place, there are several network printers and USB printers as well, the WCA Printer Fleet File can be found HERE. STEPS: Adding a printer (Please note that the options will appear in French) Network printers are KYOCERA printers. STEP1: Open Control Panel and go to Devices and Printers and click on 'Add a printer' STEP2: Select 'The printer that I want isn't listed' STEP3: Select 'Add a printer using a TCP/IP address or hostname STEP4: Type in the IP address of the needed printer (illustration) STEP5: In case the driver is not yet available on the computer, download it from the WCA Printer Fleet File STEP6: Click on 'Do not Share' STEP7: Give a name to the printer that the user will recognize STEP8: Test printing After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal printerModel/brand of the target printer: Printer hostname In case of blank ESS Incident submitted by the user: Business service: BAMEI-Local printers Configuration item: Hostname Category: Devices Subcategory: PrintersResolution Notes: Printer assistance and configuration request submitted.
COUNTRY/REGION:BENELUX ENTITY:ALL SYMPTOMS: This document describes how to enroll a mobile device (tablet or smartphone) owned by Air Liquide to access corporate applications such as Kite (as to have access to your emails, your calendars and your contacts on your mobile phone). All apps will be synchronized after the enrollment. BEFORE YOU START: The first step consists of resetting the device, meaning that if you have downloaded files on this device (photos, documents, etc), you must back up it on your Google Drive before resetting the device, otherwise you will lose your files. STEPS: 1 On the mobile device owned by Air Liquide, go to the Settings 2 Click on General management then on Reset 3 Click on Factory Reset Data 4 Press Reset 5 If prompted, enter your current PIN and press Continue 6 Click on Delete all. The device will turn off and reset everything. This action can last a few minutes. 7 When the device turns on, select your language and press Start 8 Choose a WIFI other than AL-Corporate: AL-Guest/AL-Public/4G/own hotspot and press Next 9 Press Agree to all then Next 10 Click on Ignore 11 You arrive on the home screen of the device. (Press accept or next until you arrive here). 12 Scroll down from the top screen and click on settings (top right corner). Go to Accounts and backup and choose Users 13 Click then on add user. 14 Click on continue 15 Enter your Google credentials and please enter the 2-step 16 Download intelligent Hub from the Play Store 17 Click on QR CODE 18 Click on Allow 19 If prompted, Again click on Allow. A QR code scanner appears automatically on your device. 20 With your computer, access the QR codes given to your site (you should have received a Googlesheet). Note that each code can only be used once only!!! 21 Scan one QR CODE from the list that is unchecked (Check the box immediately once scanned to avoid confusion later.) 22 Read Terms and Conditions, then press Accept and Next 23 Click I understand, then I agree 25 Check that the eround, eworkpermit and elogbook applications are installed. 27 Remove your Google account 27 Now go back to step 11 to enroll the next user. 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile Device Enrollment Assistance Request details: Enrollment type: mixed usageOS Type: AndroidReason: Fleet Service Tablet Enrollment In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrolment Resolution Notes: Mobile Device Enrollment Assistance form submitted.
RMS - missions can not sync after chrome profile reset
English
boldizsar.toth@am.corp.airliquide.com
159
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-07-29 18:10:18
5
GIO Service Desk
NaN
#########
NaN
BHC - OPS - RMS Optitime
NaN
NaN
NaN
51
2025-05-12 19:36:44
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: RMS missions are not uploaded in Google Calendar even after re-creating user's Chrome profile. BEFORE YOU START: New joiners will receive an email, which request them to accept the sync between RMS and Google STEPS: - Check the mail , if has been accepted Troubleshooting: https://docs.google.com/document/d/1WAJjNVuZ-DuXz666s3vA90rSRD-qcpiYsec9c9fWBSU/edit NOTE: after accepting the sync , then it can take up to 24 hours Create an incident and assign it to BHC-SUPPORT-L1 LOGGING CATEGORISATION: Business service: BHC - OPS - RMS Optitime Configuration item: RMS (Ressource Management Suite) - PROD Category: Application Subcategory: Bug / Defect Assignment group if issue persist : BHC-SUPPORT-L1 TICKET TYPE Incident ARTICLE TYPE: Assignment TEAM: OSS
after, airliquide, bazonnard, bhc, boldizsar, calendar, can, can not sync, care, chrome, com, corp, english, google, health, health care, healthcare, hhc, homecare, homes, issue, management, marie-cecile, missions, not, opti, opti time, opti-time, optitime, profile, recreate, recreated, reset, resource, resource management system, rms, rms - optitime, rms opti, sync, synchronization, system, time, toth@am
NaN
KB0011916
Windows ADM account - unlock account
English
boldizsar.toth@am.corp.airliquide.com
214
Vincent CAO
Windows - Storage / Performance
Published
2025-07-30 11:34:23
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
886
2025-05-13 20:31:31
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is not able to log in with his windows admin account. POSSIBLE CAUSES: Account has been locked due to too many failed login attempts. STEPS: Ask user to synch a new password for their ADM Windows account in CARM as per KB0012350. Synchronizing a new password unlocks the account simultaneously. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User need assistance to revoke or reset token STEPS: Each device must be assigned to at least one user Navigate to Devices> select Lifecycle > Enrollment StatusSelect the target device or userClick More ActionsSelect "Revoke Token"Then select "Reset Token" After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile Device Enrollment Assistance Request details: Enrollment type: Based on user accessOS Type: Based on device usedReason: Token revocation In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrolment Resolution Notes: Mobile Device Enrollment Assistance form submitted.
Video Conferencing/AV Issues for the United States
English
boldizsar.toth@am.corp.airliquide.com
109
Harold OUSSET
Uncategorized
Published
2025-07-30 10:11:06
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
89
2025-07-22 20:04:52
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY:USA ENTITY:BIS AMER SYMPTOMS: This article describes how to proceed in case a US end-user is reporting an issue in a conference room. STEPS: If Service Desk receives a call from a user located in AL Center stating that he is having Video or AV issues at the moment in a Conference Room and needs assistance as soon as possible, please follow the next guidelines: Create an INC and document it.Get location of meeting. (Conf Room number)Customer Name as primary contactBrief, very brief, overview of issue. Ex: Projector issue. Sound issue. etc.If no answer or some other issue with getting someone on the phone immediately, use Google Hangouts to reach one of the below Team Members, in this sequence: AL Center Houston Ted Elsner Jair Velazquez Dallas Poom Chitrathorn Marland Battle Newark (Innovation Center) Robert Fitch Note: For emergencies or high escalation incidents, please call 713-499-6094 The goal is to contact an Onsite Support person as quickly as possible to begin remediation / fix of the room so the meeting can begin. This would mean quickly asking the noted questions and asking the customer to hold while it escalated. Once FS is contacted, the SD Analyst can complete filling out the ticket and then transfer to FS. LOGGING CATEGORISATION: Business service: GIO - EUS - CWS - HardwareforMeeting Category: Devices Subcategory: Hardware Assignment group: GIO-EUS-FS-ALCenter TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Mobile Devices - Issues with Calls or Other Services
English
boldizsar.toth@am.corp.airliquide.com
1167
Sherri MURRAY-SC
Uncategorized
Published
2025-09-09 19:08:55
4
GIO Service Desk
NaN
#########
4.00
GIO-EUS-Mobile Fleet Management
NaN
NaN
NaN
1196
2025-09-09 19:08:44
#########
NaN
GIO-NET-TEM
COUNTRY/REGION: AME ENTITY: BIS AMERICAS SYMPTOMS: The following article describes steps to perform if a user is reporting an issue with calls or other services on their mobile device. BEFORE YOU START: Air Liquide users can be provided with a company cell phone or tablet to be used in their day-to-day activities. Users can also bring their personal or third-party devices, for which we can assist them to enroll them in AirWatch, but direct support for those devices is not provided by Air Liquide. Apply the following steps in case the user reports an issue with any of the following services: CallsVoice Services (Voicemail)International roamingPhone hotspotMobile DataAircard For Lost or Stolen Mobile phones: Refer to KB0013220 Device - Report Lost/Stolen (AME) STEPS: General steps: STEP1: Place the phone on airplane mode STEP2: Turn offthe device STEP3: Remove the SIM Card STEP4: Start the phone STEP5: Place the SIM Card again STEP6: Take the phone off the Airplane mode STEP7: Test the service again STEP8: If above steps fail, assign to the assignment group indicated below, based on the user's country. iOS specific steps: STEP1: Check Signal and SIM Card Ensure user has network coverage (check the signal bars). If users using a physical SIM, remove and reinsert it. If users using an eSIM, check its activation in Settings > Cellular. STEP2: Turn Airplane Mode On and Off Go to Settings > Airplane Mode, turn it on for a few seconds, then turn it off and try making a call. STEP3: Check Restrictions and Network Settings Go to Settings > Cellular > Cellular Data Options and ensure everything is properly set. If the issue persists, reset network settings:Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. STEP4: Check Carrier Settings Go to Settings > General > About and check if theres a Carrier Settings Update available. If the iPhone is new, confirm that its not carrier-locked. STEP5: Disable VoLTE or Switch Between 3G/4G/5G Go to Settings > Cellular > Cellular Data Options > Voice & Data and switch between 4G, 3G, or 5G to see if it helps. STEP6: Ask user to Contact their Carrier If the issue persists, ask user to reach out to the mobile carrier to check if the line is activated properly or if a new SIM is needed. Locating the SIM Card Slot on iPhone 14 1. Check if the iPhone 14 has a SIM card slot: If you're in the United States, the iPhone 14 only supports eSIM and does not have a physical SIM slot.(iPhone models with eSim in USAiPhone XR, XS and XS Max iPhone 11, 11 Pro and 11 Pro Max iPhone SE (2.ª generación) and later models iPhone 12, 12 mini, 12 Pro and 12 Pro Max iPhone 13, 13 mini, 13 Pro and 13 Pro Max iPhone 14, 14 Plus, 14 Pro and 14 Pro Max iPhone 15, 15 Plus, 15 Pro and 15 Pro Max iPhone 16, 16 Plus, 16 Pro and 16 Pro Max iPhone 16e) If users are in another country, the iPhone 14 may have a physical SIM tray. 2. Find the SIM card tray: The SIM tray is located on the left side of the iPhone 14 (when facing the screen). Look for a small pinhole on a thin rectangular slot. 3. Insert or remove the SIM card: Use the SIM ejector tool (or a small paperclip). Gently insert it into the pinhole and press firmly until the tray pops out. Place the nano-SIM card in the tray, aligning it with the shape. Carefully slide the tray back into the iPhone until it clicks into place. 4. Restart and check activation: Turn on the iPhone and go to Settings > Cellular to confirm the SIM is recognized. If the SIM is not detected, restart the phone and try again. If the device does not have a SIM tray, you need to activate an eSIM through your carrier Regarding the carrier 1. Check if the carrier supports eSIM: Most major U.S. carriers (AT&T, T-Mobile, Verizon) support eSIM. If switching from another iPhone, you can transfer your existing eSIM. 2. Activate eSIM on a New iPhone 14: Automatic Transfer: If youre switching from an older iPhone with an eSIM, your carrier may prompt you to transfer it during setup. Carrier QR Code: Some providers give a QR code to scan in Settings > Cellular > Add eSIM. Carrier App Activation: Open your carriers app (Verizon, AT&T, etc.) and follow the steps to activate your number. 3. Check Your eSIM Activation: Go to Settings > Cellular and ensure your phone number is displayed. If it says "No SIM" or "No Service," contact your carrier for activation. LOGGING CATEGORISATION: Business service: GIO-EUS-Mobile Fleet Management Category: Devices Subcategory: Hardware Assignment Group (If not L1): GIO-NET-LEGACY-CELL US / GIO-EUS-FS-CANADA-CELLPHONE-L2 Resolution Notes: Service desk will guide the user to troubleshoot the sim card issue TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY:USA ENTITY:BIS E&C SYMPTOMS: This article explains the process for installing ProSim Simulis for US E&C entity users BEFORE YOU START: The following instructions apply only to US E&C entity users, do not install software from this instructions if the user is Not US E&C entity STEPS: 1. Prosim is a packaged software you can use the install.bat file in this zip folder to install it It is a silent installation you will see a command window appear and close once it finishes installationThis software also requires Excel to function, make sure the user already has Excel installed 2. Once the installation completes open the Prosim license manager 3. Click the dropdown for administration on the left side of the window and select change the local configuration 4. Enter your ADM credentials on the UAC popup Make sure that you are using the us-airliquide\adm_account to log in on E&C machines 5. Under remote servers add saec-licep02.eu.corp.airliquide.com to the host name columb 6. Click the product code drop down and select simulis thermodynamics license 7. Click test next to the new server info and you should see the following popup 8. Close all of the open license manager windows 9. Open computer management go to local users and groups>groups and then open the administrators group 10. Add the user to the administrator group 11. Open system properties and then click on advanced system settings 12. Have the user login to the user account control popup 13. Once advanced system settings opens click on environment variables 14. Check the user variables for LSHOST with the value of SAHO-LICEP01.EU.CORP.AIRLIQUIDE.COM 15. If the value does not exist click new and create it 16. Once you have verified or created the environment variable go back to computer management and remove the user from the admin group LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Installation / Deployment Resolution Notes: Installed the required application. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
airliquide, alp, ame, americas, archer-sc, boldizsar, com, corp, ec, enc, english, installation, mark, pro, prosim, prosim simulis prosim pro sim prosimulis e&c enc ec e c alp us-alp & us-ec usho us united states americas ame installation, prosimulis, sim, simulis, software, states, toth@am, united, us, us-alp, us-ec, usho
NaN
KB0042708
Epinal - password reset
English
boldizsar.toth@am.corp.airliquide.com
464
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:32
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
89
2025-05-01 18:04:39
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: User is not able to log in to SAP Epinal. BEFORE YOU START: Kindly attempt to unlock user's Epinal account first as per KB0011417. STEPS: 1. Log in to SAP OPERA > 2. Use transaction /cockpit/wum 3. Next to workflow processor click on the white square > 4. click on 3rd icon and look for the user > 5. If you can not find user with name, ask user to provide the user ID for epinal, enter the user ID into the workflow processor field (1.), click on the icon of glasses (2.) to check if the user ID belong to the user who is calling (3.) 6. If user does not know the user ID, search the user in CARM > Go to his Accesses and check the Opera account's ID. 7. In case the user is still unable to login after unlocking the account, follow click on the Wizard icon. This will generate a password and send to user the new pw via email. User should wait 2-3 minutes to receive the automatic email. NOTE: If you can not find user in epinal, account was deleted or does not exists, user can request new account creation for epinal via MyITCorner, for steps see Epinal production account creation request. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password reset Request details: Phone number to provide the password: number confirmed by the userWhich password: SAP - OPERA S4 - OPAReason: Forgotten password In case of blank ESS Incident submitted for the user: Business service: Invoice dematerialization Configuration item: EPINAL - AWS PROD Category: Application Subcategory: Account and Password Resolution Notes: Reset user's Epinal password. Afterwards, the user was able to login to their Epinal account.
COUNTRY/REGION:Tunisia ENTITY:BIS AMEI SYMPTOMS: User calls saying that they need to get the printer installed on their PC. BEFORE YOU START: Make sure user is connected to the Air Liquide network. STEPS: Network printers with IP addresses: IMPORTANT NOTE: NOT MPS Printers ( NO Uniflow, NO Cirrato! ) used in North Africa Regions! Location (City)Nameip address CHARGUIA RICOH IMC 3000172.30.16.36RICOH IMC 3010172.30.16.94RICOH Aficio MP 201172.30.16.19RICOH Aficio 3055172.30.16.37RICOH Aficio 3055172.30.16.20RICOH Aficio IM 350172.30.16.115 BORJ CEDRIA RICOH Aficio IM 370172.30.18.86RICOH Aficio IMC 3000172.30.18.85 BEN AROUS RICOH Aficio IM C300172.30.17.6RICOH Aficio MP 201172.30.17.9RICOH Aficio IM 370172.30.17.101RICOH Africio P 502172.30.17.10RICOH Aficio MP 201172.30.17.76 MGHIRA RICOH Aficio MP 201172.30.17.152RICOH Aficio MP 201172.30.17.140 SOUSSE RICOH Aficio MP 201172.30.18.132RICOH Aficio MP 201172.30.18.133RICOH Aficio MP 201172.30.18.155 SFAX RICOH Aficio MP 201172.30.18.207RICOH Aficio IMC 300172.30.18.201RICOH Aficio MP 201172.30.18.202RICOH Aficio MP 201172.30.18.204 Depending on user location, check the above table for the IP addresses: It is best to download the latest version from the RICOH website : http://support.ricoh.com/bb/html/dr_ut_e/apc/model/mp201/mp201.htm?lang=fr Select Add a printer using a TCP/IP address or hostname , then select Next.Select TCP/IP Device in the Device type list. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal PrinterModel/brand of the target printer: According to the case In case of blank ESS Incident submitted by the user: Business service: BAMEI-Local printers Configuration item: Printer name Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to request a Windows ADM account. STEPS: 1. Ask user to create a request in CARM 2. User needs to select the desired role: With CARM request a Basic account will be created meaning that after the creation is an empty account. To have rights the user needs to request is in My It Corner for DelegationGroup membership as per KB0020313 Delegation models examples: BO - Group Operator GM- Group manager, HM - High level manager, HO - Helpdesk Operator, CM - Computer Management GE - Group Editor You can check the user`s ADM account and the Delegation Models in AD: User admin account is in AD: user`s entity/administration/Administrator/ Delegation model is in AD: user`s entity/administration/DelegationGroups/ After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
REGION:AMER ENTITY:BIS AMER SYMPTOMS: User requests Application/Software Installation for a server or Application/Software update for a server BEFORE YOU START: All Application Installation Requests for servers must be referred to myITcorner Exceptions that can be installed right away: Peripheral drivers (mouse, keyboards, printers, docking stations, screens)Plug-ins for already installed softwareSoftware updates, where a new software installer is not required to update STEPS: Guide the user to order the software from myITcorner. 1. Go to myITcorner > Search > Desktop Software Requests 2. Select the appropriate category: Microsoft software Other Software (only if unable to choose any of the other categories) Quote for Computer Software Trial/Free Computer Software Installation Reinstallation or Transfer of Licensed Software that was purchased by ITAM (must include myITcorner/ServiceNow Ticket #) Previously Purchased Software Installation NOT purchased by ITAM (PROOF OF PURCHASE REQUIRED - must contain ALL of the following: Payment Type, Quantity Purchased, License Key and Item Purchased.) Software License Maintenance Renewal 4. Complete the required fields(*) 5. Click Order Now and Checkout 6. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Installation / Deployment Resolution Notes: MyITCorner Assistance request submitted.
GOOGLE DOCS/SHEETS/SLIDES - Instantly sync, update data from Sheets to Docs or Slides
English
boldizsar.toth@am.corp.airliquide.com
55
Harold OUSSET
Uncategorized
Published
2025-07-30 6:11:55
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
22
2025-07-29 17:13:06
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: How to Instantly sync, update data from Sheets to Docs or Slides STEPS: Google made it easier to programatically update charts in Docs and Slides. Now, Google is making it simple to keep tables updated, too. Just copy and paste data from Sheets to Docs or Slides and tap the update button to sync your data. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: Doc / Sheet / SlideContext: Syncing Google Suite files In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, boldizsar, com, corp, data, docs, english, google, google sheet, harold, instantly, instantly sync data from sheets to docs or slides, ousset, sheet, sheets, slides, sync, toth@am, update
NaN
KB0017404
BLAC - Trip Data is missing in DMS
English
boldizsar.toth@am.corp.airliquide.com
54
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:37
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
40
2025-07-22 21:15:39
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Trip Data is missing in DMS. POSSIBLE CAUSES: 1. The interface services is not running. 2. Either the whitelisted IP address is no longer valid or not whitelisted. BEFORE YOU START: 1. To access to the server, you need to have the ADM account 2. You must first remote login to jump server then remote login to the application server STEPS: 1. Check if the DMS interface service is running. - Remote login to the jump server using your ADM account. - Remote login to application server (server name: AS-ASC-GIDAPPS2). - Go to Administrative Tools > Services or you can also type in "services.msc" from the Run command. - Look for a service called BLAC-DMS Data Interface and check whether or not it was started (running). 2. Check if the whitelisting of IP is still valid as the IP may get changed at SGDC (Singapore Data Center). 3. Re-run the interface if the service is down LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:AMER ENTITY:BIS AMER SYMPTOMS: The user is stating that they are unable to access Oracle R12 NAM as the password they are entering is not accepted. BEFORE YOU START: Oracle is one of the Air Liquide ERP. NAM (North America) instance is in use in entities from the following countries: Argentina.Canada.Colombia.Dominican Republic.Mexico.United States. The Service Desk does not have any administrator account that could be used to reset Oracle R12 passwords for users, however, users can be guided through a self-service password reset procedure, this KB aims to describe the steps on how to assist users using this self-service option. IMPORTANT: Please note that this procedure works for ORACLE R12 NAM PROD environment only! If the user is in need of a password reset for Oracle R12 NAM INT or DEV, an INCIDENT needs to be assigned to the BAM-APP-L2-Finance & ERP - NAM Team! IF THE USER TRIES WITH AN INCORRECT PASSWORD FOR MORE THAN 5 TIMES, THEIR ACCOUNT GETS LOCKED AND THE PASSWORD RESET EMAIL WON'T ARRIVE TO THEIR MAILBOX, IN THESE CASES AN INCIDENT NEEDS TO BE ASSIGNED TO THE ORACLE TEAM. Before you proceed with the below steps ALWAYS authenticate the user! STEPS: STEP1: Connect to the user's computer and/or guide the user to open Google Chrome INCOGNITO MODE (in MS Edge the steps might not work). STEP2: Navigate to Oracle Login page: https://oracleprod.am.corp.airliquide.com/ STEP3: Click on the 'Login Assistance' button located under the 'Password' fieldSTEP4: Have the user type in their Oracle username (typically firstname.lastname)STEP5: Click on 'Forgot Password' STEP6: An email will be sent to the user's Kite mailbox with instructions on how to reset your password. Please note that it might take a few minutes for the email to arrive. Make sure to check the 'Spam' folder in the user's mailbox as well. STEP7: When you are done assisting the user, you will need to open a request described in the LOGGING CATEGORISATION section of this article, and then close it. IF THE ISSUE IS NOT RESOLVED DURING THE CALL AND NEEDS TO BE ROUTED TO THE ORACLE TEAM, PLEASE OPEN AN INCIDENT AS PER THE BELOW LOGGING CATEGORIZATION Possible issues: If you get the following error while trying to reset the password, make sure the link from this KB is used and if needed, clear Chrome browser cache and cookies: In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then cancel the ticket as well. If the self-service option is not working (option doesn't load/email does not arrive / user needs a new password in the INT or DEV instance of R12), an INCIDENT needs to be assigned to BAM-APP-L2-Finance & ERP - NAM LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Reset password for an application Request details: Reset password for an application How many users are involved? - Only YouApplication: Oracle EBS R12 - AMER - PRODShort Description: PROD R12 NAM Password ResetDescription: PROD R12 NAM Password ResetJustification: If Cattask needs to be reassigned, explain the reason. In case of blank ESS Incident submitted for the user OR if the password reset email does not arrive: Business service: BAM - Finance & ERP - Oracle NAM Configuration item: Oracle EBS R12 - AMER - PROD Category: Application Subcategory: According to the issue reported Assignment group: BAM-APP-L2-Finance & ERP - NAM
Windows - Time and date not synchronized in windows
English
boldizsar.toth@am.corp.airliquide.com
94
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:35:28
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
29
2025-06-16 20:10:07
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to have the date and time synchronized in Windows BEFORE YOU START: Please check if PC runs with Windows 10 OS. Windows 7 is not supported anymore STEPS: 1 - Open Windows Settings. 2 - Select Time and Language. 3 - In "Date & Time" click on "Sync now". LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: Time and date were correctly sync TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
10, airliquide, boldizsar, change, com, corp, date, english, gerhards, hour, maik, not, settings, software, sync, synchronize, synchronized, time, time zone, toth@am, update, windows, windows 10, windows settings, wrong, zone
NaN
KB0013881
Kite Apple ID Setup (AME)
English
boldizsar.toth@am.corp.airliquide.com
21
Sherri MURRAY-SC
Uncategorized
Published
2025-10-06 20:38:30
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
8
2025-10-06 20:37:08
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:AME ENTITY:BIS AMER SYMPTOMS: User is on an iPhone and needs to create an Apple ID. Air Liquide users with a new corporate iPhone. Apple ID for downloading apps on an iPhone. BEFORE YOU START: **If the user is not able to create the account. Remote in using VNC Viewer and create the Apple ID with her/him.** STEPS: 1. Guide user towards: https://appleid.apple.com/#!&page=signin This will take you to this site: 2. Click on Create Your Apple I 3. Fill out the form, remember to use the Air Liquide email for the Apple ID. 4. Once form is completed, go to the Air Liquide email to get the verification code and input it here: The user now has an Apple ID. LOGGING CATEGORISATION: Business service: GIO-NET-Fixed & Mobile Communications Category: Application Subcategory: Account and Password Resolution Notes: User was able to create and Apple ID and agreed with ticket's closure. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, ame, americas, americas\n apple_id; apple id; apple id; apple id; apple id, apple, bis, bis_americas, boldizsar, com, corp, english, id, kite, murray-sc, setup, sherri, toth@am
NaN
KB0042246
Zscaler - Enable service with Okta authenticator
English
boldizsar.toth@am.corp.airliquide.com
2451
Martin GAITE
OKTA / Mobile Enrollment
Published
2025-09-29 14:45:41
5
GIO Service Desk
NaN
#########
4.50
GIO - SEC - On-site Firewall
NaN
NaN
NaN
1336
2025-09-09 19:14:41
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is trying to enable Zscaler service for the first time POSSIBLE CAUSES: User has a new computer or is a new employee STEPS: 1.- Cancel Zscaler Process 2.- Close Zscaler and Open Chrome Note: it's not actually necessary to close Zscaler to get the Okta website to load (login.airliquide.com), this can be fixed by simply using a different browser after setting up Edge or Chrome (depending on which browser is not loading) as the default browser at the "Default apps" menu and then starting the Zscaler login process again. 3.- Go to login.airliquide.com 4.- Sign in to Okta 5.- Once you see this screen 6.- Launch Zscaler again from the Windows Start menu 7.- Click on Open Zscaler Client Connector. 8.- Confirm that service was enabled and test access to websites. 9.- As additional workaround open this link Zscaler 4.2 and download locally the latest Zscaler agent. 10.- Install (Over the existing Zscaler) the new Zscaler Agent with admin credentials. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Secure Internet Access - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Zscaler service enabled successfully TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Argentina, Chile, Uruguay ENTITY:All SYMPTOMS: This article provides information on how to proceed if an end-user from Argentina, Chile or Uruguay contact the SD with access issue to reports, boards, cubes or dashboards or are reporting issues with them.This article applies only to the following Power BI applications: - 90366-STI-ALASA Reports- 90370-Chile Shared Reports- 90373-ALU-Reports STEPS: 1. Identify whether the user's issue is with the above listed applications of PowerBI.2. Gather as much details from the user as possible with screenshots, create and assign a ticket to the resolver team as per the categorization below. LOGGING CATEGORISATION: Business service: BAM - Data & BI Configuration item: Power BI - PROD Category: Application Subcategory: According to the case Assignment group: BAM-APP-L2-AmericasDataPlatform ARTICLE TYPE: Assignment TEAM: Apps
90366, 90366-sti-alasa, 90366-sti-alasa reports, 90370, 90370-chile, 90370-chile shared reports, 90373, 90373-alu-reports, airliquide, americas, argentina, bi, board, boldizsar, chile, com, corp, dashboard, english, latam, power, power bi, power bi americas, power bi argentina, power bi chile, power bi latam, power bi uruguay, powerbi, powerbi americas, powerbi argentina, powerbi board, powerbi chile, powerbi dashboard, powerbi latam, powerbi uruguay, report, reports, shared, support, toth@am, uruguay
NaN
KB0053459
Amazon - PTV - Assistance with Password Issues and Functional Issues
English
boldizsar.toth@am.corp.airliquide.com
68
Edgardo AYALA
Uncategorized
Published
2025-06-09 21:40:36
4
GIO Service Desk
NaN
#########
NaN
BAM - Finance & ERP - Oracle SAM
NaN
NaN
NaN
17
2025-06-09 21:38:37
#########
NaN
BAM-APP-L2-Finance & ERP - SAM
COUNTRY:Argentina, Chile and Mexico ENTITY:*AMER SYMPTOMS: This article aims to describe how to proceed whenever an end-user from Argentina, Chile or Mexico needs assistance with their Amazon PTV credentials or would like to report a functional issue with the application. BEFORE YOU START: PTV is an application used in Argentina, Chile and Mexico. For application installation and initial configuration, please check KB0053451 - Amazon - PTV - Application Installation For issues with HDR/Remitos or Interface with Oracle, please check KB0053461 - Amazon - PTV - Interface or HDR/Remitos Issues For password issues, users need to be redirected to Key Users. For functional issues within the app, users should be redirected to the external PTV support. Information about Key Users and PTV Support can be found HERE Typical errors for Functional Issues: Message upon opening the app: STEPS: 1. Verify that the user's issue is with their password or it is a functional issue within the app. 2. Provide the following document to the user: https://docs.google.com/presentation/d/1GU0aEuHwPd_jsMu1rzyWiOh-cfwDMoBOYuqmGpyWW6A/edit#slide=id.g22446990640_0_4 3. Ask user to contact the appropriate person (Key User for Passwords, PTV Support for functional issues) 4. Close the ticket as informative. 5. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to User guide / Key User In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
ORACLE R12 NAM - Password Reset for INT or DEV Environment
English
boldizsar.toth@am.corp.airliquide.com
147
NaN
Uncategorized
Published
2025-06-30 19:11:54
4
GIO Service Desk
NaN
#########
NaN
BAM - Finance & ERP - Oracle NAM
NaN
NaN
NaN
21
2025-06-30 19:11:43
#########
NaN
BAM-APP-L2-Finance & ERP - NAM
COUNTRY/REGION:AME ENTITY:ALL SYMPTOMS: This article describes how to create tickets for Oracle R12 NAM INT or DEV environment password reset needs. Oracle is one of the Air Liquide ERPs. NAM (North America) instance is in use in entities from the following countries: Argentina.Canada.Colombia.Dominican Republic.Mexico.United States. BEFORE YOU START: There is no self-service option available for resetting Oracle R12 NAM INT or DEV environment passwords. Incident tickets need to be created. STEPS: Create an Incident ticket with the below LOGGING CATEGORISATION and send it to the indicated team. LOGGING CATEGORISATION: Business service: BAM - Finance & ERP - Oracle NAM Configuration item: Oracle EBS R12 - AMER - INT or Oracle EBS R12 - AMER - DEV Category: Application Subcategory: Account and Password Assignment group: BAM-APP-L2-Finance & ERP - NAM ARTICLE TYPE: Assignment TEAM: Apps
account, account creation, airliquide, boldizsar, com, corp, creation, dev, dev password, dev password reset, english, environment, int, int password, int password reset, nam, nam dev, nam int, oracle, oracle r12 nam, oracle r12 nam dev, oracle r12 nam int, password, r12, r12 nam dev, r12 nam int, r12 password, r12 password reset, reset, toth@am
NaN
KB0019888
EPIC - Tag CAPEX project to an approval group
English
boldizsar.toth@am.corp.airliquide.com
70
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-29 19:06:34
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
56
2025-07-29 19:05:52
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS Request to tag a CAPEX project to an approval group in EPIC STEPS: Guide user to send a request using below form: [Add or Update project approval groups] https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=e1200946dbdb9cd0b35b949adb9619bc&sysparm_category=d1fef092dbdd1c50d07cf90532961948 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITCorner Assistance request submitted.
REGION:AME ENTITY:BIS AMER SYMPTOMS: User experiences Print Issues with LIMS. BEFORE YOU START: 1. Determine the LIMS Instance: Ask the Requester where they are calling from Air Liquide Electronics (ALE) LIMSAir Liquide Advanced Materials (ALAM) LIMSBalazs LIMS 2. Main issues that will be addressed in this document are: Printing misaligned on documentLack of output (nothing happens) with error messageLack of output (nothing happens) without error message STEPS: Printing misaligned on document Service Desk to perform basic L1 printing troubleshooting steps: Verify printer power is turn-on, sleep mode or offline Ask the user to perform a reboot of the printer (power off - power on). Does the printer have enough paper on trays? Ask the user to add paper and verify all trays closed properly What errors are being reported by the printer (paper jam, bad login, etc)? Ask the user to remove the paper Jam and all trays closed properlyAsk the user to verify proper login name and password Ask the user when the issue started and when was the last time they changed the media/printing cartridge. If the issue appeared recently, ask them to remove and put back the media. Ask the user to perform a media calibration. The procedure depends on the printer model and should be accessible through the buttons on the printer.Ask if there is an alternate printer. If yes, try that other printer, if no, continue with the KBA.If none of the above works, open a ticket and assign it to GIO. Collect the following information in the ticket: Need to know users physical location (Facility name)The name of the printer (usually a sticker that IDs the printer, either IP address or the printer name)Name of the document they are trying to print (CoA, WMS Label, etc.)When was the last time it worked properly Lack of output with an error message Ask what the error message says. If the error message is explicit, confirm with the user that he/she tried to follow the instructions.If this does not fix the issue, open a ticket. Collect the following information in the ticket: Need to know users physical location (Facility name)The name of the printer (usually a sticker that IDs the printer, either IP address or the printer name)Name of the document they are trying to print (CoA, WMS Label, etc.)When was the last time it worked properly If the error message displays in LIMS, assign the ticket to Durga/Brian. If the error message displays on the printer itself, assign the incident to the network team. Lack of output without an error message Connect to the server and restart the Bartender Service (common issue, tends to be stuck about once per week)If restarting the service does not fix the issue, proceed to open a ticket and assign it to Durga/Brian: Need to know users physical location (Facility name)The name of the printer (usually a sticker that IDs the printer, either IP address or the printer name)Name of the document they are trying to print (CoA, WMS Label, etc.)When was the last time it worked properly LOGGING CATEGORISATION: Business service: BAM - ATLAS - LIMS Configuration item: ATLAS - AMER - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAM-APP-L2-Quality Resolution Notes: Assisted with LIMS printing issue TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Canada, USA ENTITY:All except Airgas SYMPTOMS: This article provides information on how to process tickets related to Intelex - Safety Management in the United States and Canada. BEFORE YOU START: INTELEX is the solution to report IMS concerns in Air Liquide. Intelex is a software platform designed to help Air Liquide manage and improve their Environmental, Health, Safety, Quality (EHSQ) and Sustainability programs. It offers solutions for compliance tracking, incident reporting, risk management, auditing and Training and Qualification, helping businesses streamline operations, enhance safety and reduce risks. Air Liquide has implemented the 5 Intelex following products: Training and Qualification owned by HRSafety Management Global Solution owned by WBL ElectronicsMaster Data Management (Sites & Facilities) owned by SISQuality owned by WBL ElectronicsIndustrial Report and Sustanaibility owned by GID Please note that this process only applies for the Americas (United States and Canada). STEPS: In case an end-user requires assistance with Intelex - Safety Management, create a ticket based on the below categorization and send it to the indicated assignment group. LOGGING CATEGORISATION: Business service: GIP - Safety Management Category: Application Subcategory: Support / Assistnace Assignment group: BAM-APPS-Intelex-Global ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User call to report a Power BI access issue. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: Ask the user if he already asked for a PowerBI licence in CARM, if no, please follow KB0013695. STEPS: Check if the user has a Power BI Licence : 1) Go to CARM and enter the name of the user in the research bar on the top right 2) Click on Access for the user you have searched 3) Check if the user has a BI for Operations OR a BI Corporate access OR a BI for Operations AMEI OR a BI for Operations Europe (i.e. if one of the below tile is visible) If one of the tiles is visible, click on it and check if the BI report Creator option is selected: If the BI report creator option isnt selected, ask the user if he needs to create or modify reports in PowerBI Desktop and publish them in PowerBI Service, if he needs to, please follow KB0013695 and keep in mind that he needs a creator licence. If the user has one of the accesses, with the right licence, please follow KB0056483. 4) As no tile is visible, ask the user if he did the request for himself, or if some one else did it for him If the user did the request for himself, it should appear in his requests. Tell him to go to CARM, click on My requests in the top navigation bar, and check if there is a request for BI Ops OR BI Corporate OR BI for operations AMEI OR BI for operations Europe. If you cant see anything for one of these options, it means something went wrong when the user did the request, he will have to do it again. Please follow KB0013695. If the request is still running, it means that he asked for a Creator (paid) licence and has to be approved by his manager. Tell the user to contact the manager directly and close this ticket with the logging categorization below. After the managers approval, it can take up to one day until the licence is really active in PowerBI. If someone did the request for the user, the request wont appear in the My requests menu, but the user will have to sign the terms of use. To do so, tell him to go to CARM, and to go to the My Tasks menu, and to accept the terms of use there. If the user cant see anything in My Tasks and the user says he didnt accept them yet, it means something went wrong and the request wasnt done correctly, he will have to do it again by himself. Please follow KB0013695. Once the user accepts the terms of use, you can close this ticket with the logging categorization below. If he asked for a creator (paid) licence, his manager will now have to approve the request. After the managers approval, it can take up to one day until the licence is really active in PowerBI. If none of this solves the problem, please follow KB0043357. If these steps solved the issue, after assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. Attach this knowledge article to the incident. 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
Encore Anywhere / Care Orchestrator - Respironics Data Card update Issue
English
boldizsar.toth@am.corp.airliquide.com
991
Max ANSHILEVICH
Uncategorized
Published
2025-08-25 16:05:19
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
365
2025-08-25 16:04:22
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: Canada & Colombia ENTITY:Vitalaire SYMPTOMS: Care Orchestator site is asking for Data Card Update, but it doesn't allow the correct installation BEFORE YOU START: Alias: Encore Anywhere https://www.encoreanywhere.com Must open in EDGE to IE Mode For password reset: Click on 'Forgot your password' or have the user contact Encore Anywhere support to get the password reset if that doesn't work. Always check WMIC related issues based on KB0056438 - Care Orchestrator - Unable to Read Card Data on Win11 24H2 STEPS: Uninstall Data Card Server from Control Panel> Programs and Features> search for Phillips Data Card Server> Right Click> Uninstall. Open Care Orchestator and ask to user to login on the site. Click on the download data arrow.Download the Data Card Server and install manually with adm credentials After installation close the site an dopen it again.Ask user to login and plug again the Data Card in the computer, user should be able to download data from the Data Card. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: Data Card reader was updated successfully and now is working properly. TICKET TYPE: INCIDENT ARTICLE TYPE: FCR TEAM: L1
airliquide, ame, anshilevich, anywhere, boldizsar, canada, card, care, care orchestator issue, colombia, com, corp, data, data card issue, data card update, encore, english, max, orchestator, orchestrator, philips, respironics, toth@am, update, utilities, vitalaire, vitalaire care orchestrator encore anywhere respironics data card utilities philips respironics ame canada\n vitalaire care orchestrator encore anywhere respironics data card utilities philips respironics ame canada update colombia
NaN
KB0025638
Intelligent HUB - setting up Android Business only devices
English
boldizsar.toth@am.corp.airliquide.com
444
Dennis ROSENKRANZ
Uncategorized
Published
2025-07-30 6:16:38
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
159
2025-05-05 18:55:33
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: German Vitalaire user would like to enroll his/her business only Android phone. BEFORE YOU START: Prerequisites: A mobile device. Mobile device access in CARM. Google kite account. Activated 2 steps verification. Activated OKTA. (1 Time Pass until 15th November, 2022) Internet connection. Opened outlook on another device. STEPS: 1. After restart of the device click on Start on the Welcome screen, than choose Deutsch (Deutschland) and click on "Weiter". 2. Mark the checkbox for all options, then click on "Weiter". 3. Choose internet connection. Do not choose WIFI@AL2 and WIFI@MyDevice! After the user clicked on "Weiter" he/she will see the following screen: It can take a couple of minutes. 4. On the Google Kite login use the following code:afw#hub 5. On the next screen choose "Nicht kopieren". 6.On the next screen please install the Intelligent Hub. The user will see the following screens: 7. Click on "akzeptieren&weiter" 8. Click on "Weiter". 9. Click on "Ok" to confirm. 10. Click on "Akzeptieren". 11. User need to click on QR-code when he/she see the IH login screen. 12. Confirm that Hub can access to photos and videos by clicking to "Nutzung der App". 13. Ask the user to check his/her mails on another device. She/he should receive an email from Intelligent Hub with the QR code. The first 2 steps of the mail can be ignored. Scan the QR code: 14. User need to accept the Terms of use and confirm the data protection 15. Login to Kite with Vitalaire email address. 16. Choose an option for 2 steps verification. 17. Click on "Passcode erstellen". 18.For screen lock type please ask the user to choose Pin. If the device is asking for "Gerätekennwort", it is asking for the pin to unlock the phone, not the SIM card. 19. Type a Pin and confirm it on the next screen 20. Setup the notifications. 21. If you see this, click on "Alles Klar" 22. If something wrong click on "Erneut versuchen". 23. When everything ready restart the device, after that the launcher will start and the apps will be started to download automatically. 24. Boxer, app for mails and calendar will be also installed automatically. If during the login to Boxer application and the user get the below screen, type mail.vitalaire.de to the Server field and click on Weiter. Please note that after the device is enrolled in Business Only, Google Playstore will be blocked for the user. If the user needs to install any further app, it can be added from HUB. Please do not redirect users who get the error message "Dein Administrator hat dir keinen Zugriff auf diesen Artikel gewährt" in Playstore to the IT manager, as this is normal behavior! 25. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile Device Enrollment Assistance Request details: Enrollment type: Business OnlyOS Type: AndroidReason: In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrolment Resolution Notes: Mobile Device Enrollment Assistance form submitted.
Desk Phone - Canada and US Phone System Configuration
English
boldizsar.toth@am.corp.airliquide.com
117
Max ANSHILEVICH
Uncategorized
Published
2025-09-29 14:56:55
6
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
39
2025-06-16 20:01:50
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY:Canada, USA ENTITY:BIS AMER SYMPTOMS: Canadian or US User would like to have their desk phone configured for the first time. STEPS: Create a ticket based on the categorization below including the following details and send it to the indicated Assignment Group. MAC Address - (Cisco phones > Settings > Network Configuration > The 3rd listing should be the MAC Address)Model Number LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Category: Devices Subcategory: Peripheral device Assignment group: GIO-NET-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: APPS
airliquide, anshilevich, boldizsar, ca, canada, canada ca deskphone telephone phone tele phone desk phone tele officephone office phone officephone telephony issues request\n desk phone - phone system for canada, com, configuration, corp, desk, deskphone, english, issues, max, office, officephone, phone, request, software, system, tele, telephone, telephony, toth@am, us
NaN
KB0013376
T-Mobile (Formerly Sprint) - Traveling Tips
English
boldizsar.toth@am.corp.airliquide.com
58
Sherri MURRAY-SC
Printing / Devices
Published
2025-09-29 14:56:49
8
GIO Service Desk
NaN
#########
NaN
GIO-EUS-Mobile Fleet Management
NaN
NaN
NaN
9
2024-05-22 17:59:40
#########
NaN
GIO-NET-TEM
COUNTRY: USA ENTITY: BIS AMER SYMPTOMS: This article describes how to advise users planning a trip abroad and inquiring about their phone coverage. Users may need to take additional steps to access all of the features available to them outside of the United States. BEFORE YOU START: Sprint sold out to T-Mobile in April 2020. MyITCorner still says Sprint, but it should be updated to T-Mobile. The T-Mobile included international plan for Simple Global is as follows. Features included with the plan: Unlimited minutes and messaging-Domestic (0.20 cents per minute when abroad) Unlimited 4G device data (5G where available) Unlimited domestic data roaming 10 GB Smartphone Mobile Hotspot Unlimited 3G speed Smartphone Mobile Hotspot after 10 GB is used (up to 600 kbps) Stateside International Unlimited Texting Simple Global (up to 128 kbps) – free texting and data roaming when traveling abroad (210+ countries) Mobile Without Borders – Canada & Mexico coverage Gogo in-flight 1 hour (unlimited flights/sessions) iOS 1. Verify service available for the destination(s): User can check coverage on https://www.t-mobile.com/support/coverage or contact T-Mobile chat on https://www.t-mobile.com/contact-us 2. Verify International Roaming Settings: Settings > Cellular > Roaming > Voice Roaming (green) > Data Roaming (green) > International (green) Android 1. Verify service available for the destination(s): User can check coverage on https://www.t-mobile.com/support/coverage or contact T-Mobile chat on https://www.t-mobile.com/contact-us 2. Verify International Roaming Settings: Settings > Connections > Mobile networks > Network mode > Automatic > Mobile networks > Data roaming > International Roaming > Voice and text roaming ON > Data roaming ON STEPS: iPhone - Calling: • Make Local Calls: Use the same procedure to dial locally from your phone as you would from a landline phone in your destination. • Make International calls: To place an international call, dial the international access code, country code, and the number. Plus code dialing simplifies international dialing, simply dial “+” in place of the international access code. Example: Calling back to the U.S., dial “+”, then “1”, then the 10 digit phone number. • Receiving Calls: Callers do not need to dial anything different and they will not pay extra to reach you, simply ensure your device is powered on to receive calls. - Texting: Sending a text while traveling is completed the same as sending a text from home. Texts can only be sent to and received from international carriers supported by T-Mobile. For a list of supported carriers check https://www.t-mobile.com/support/coverage • To send a text to a U.S.-based number simply enter the 10-digit number • To send a text to an international number, enter “+” or “011”, then the country code and number - Accessing Data Service: Data services must have been utilized on the T-Mobile network with the device prior to departure for service to work while roaming. - Resolving Issues If you happen to experience trouble connecting to services while traveling, follow steps below. 1. Verify the device is not in “Airplane Mode”. Then, power the device off and back on. This will force your device to re-register with the roaming partner. 2. Ensure the device is set to allow roaming: Settings > Cellular > Roaming > Voice Roaming (green) > Data Roaming (green) > International (green) 3. Power device off and back on to force the device to re-register with the partner network. 4. If the issue is not resolved, please contact T-Mobile on https://www.t-mobile.com/contact-us. The following information may be needed to complete further troubleshooting: City, country you are traveling in Contact number (hotel, etc.) Error messages displayed on device or heard while calling ___________________ Samsung - Calling: • Make calls: To place an international call, dial the international access code, country code, and the number. Plus code dialing simplifies international dialing, simply dial “+” in place of the international access code. Example: Calling back to the U.S., dial “+”, then “1”, then the 10 digit phone number. • Receiving Calls: Callers do not need to dial anything different and they will not pay extra to reach you, simply ensure your device is powered on to receive calls. - Texting Sending a text while traveling is completed the same as sending a text from home. Texts can only be sent to and received from international carriers supported by T-Mobile. For a list of supported carriers check https://www.t-mobile.com/support/coverage • To send a text to a U.S.-based number simply enter the 10-digit number • To send a text to an international number, enter “+” or “011”, then the country code and number - Accessing Data Service Data services must have been utilized on the T-Mobile network with the device prior to departure for service to work while roaming. - Resolving Issues If you happen to experience trouble connecting to services while traveling, follow steps below. 1. Verify the device is not in “Airplane Mode”. Then, power the device off and back on. This will force your device to re-register with the roaming partner. 2. Ensure the device is set to allow roaming: Settings > Connections > Mobile networks > Network mode > Automatic > Mobile networks > Data roaming > International Roaming > Voice and text roaming ON > Data roaming ON 3. If the issue is not resolved, please contact T-Mobile on https://www.t-mobile.com/support/coverage. The following information may be needed to complete further troubleshooting: Your wireless phone number City, country you are traveling in Contact number (hotel, etc.) Time available for troubleshooting Duration you will be in the area where trouble is occurring Error messages displayed on device or heard while calling If the issue is related to calling or texting, are you able to access data? If the issue is related to data, are you able to make calls or send texts? LOGGING CATEGORISATION: Business service: GIO-NET-Fixed & Mobile Communications Situation: How-To/Question [Ad Hoc Request] Resolution Notes: Assisted user with questions surrounding international coverage. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
SAP GUI - Miscellaneous Failure Error - Actual server name differs from requested one
English
boldizsar.toth@am.corp.airliquide.com
92
Gino POLIDO
Uncategorized
Published
2025-09-29 13:00:52
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
17
2025-05-12 20:48:41
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: When a user opens a SAP system in SAP GUI, they can come across the below error:"Actual server name differs from requested one" POSSIBLE CAUSES: SAP Secure Login Client is not correctly configured, most common occurrence is after fresh installation of SAP GUI. STEPS: The issue is due to a setting not correctly set in the SAP Secure Login Client component of the SAP GUI package; the issue can be solved by performing the below steps. STEP 1: Locate the SAP Secure Client's icon in the system tray STEP 2: Do a right click on the STEP 3: In the app, the middle option will be a Kerberos Token with the user's username, do a right click on it and check in the option that says 'Use Profile for SAP Applications. STEP 4: Then go to File > Options.. at the top left side. STEP 5: Go to SNC tab and select Legacy Compatibility Mode if not selected, then Apply. STEP 6: Test if user can now access the SAP system they wanted to use. NOTE: if Kerberos token is missing reinstall SAP LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only Windows Configuration item: Hostname Category: Application Subcategory: Bug / Defect Assignment group (if not L1): For EU: GIO-EUS-SD-EUROPE-L1.5 For AMEI: GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
7.70, 70, actual, actual server name differs from requested one, airliquide, boldizsar, client, com, corp, differs, english, failure, gino, gui, login, miscellaneous, miscellaneous failure, name, one, polido, requested, sap, sap 7, sap gui, sap secure login client, secure, secure login client, server, software, toth@am
NaN
KB0012700
Google Drive - not opening
English
boldizsar.toth@am.corp.airliquide.com
99
Olivier PIRZ
Uncategorized
Published
2025-07-30 6:11:55
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
150
2025-07-29 17:38:28
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to open Google Drive, but Google Kite is working properly. STEPS: 1. Check if other G-suite service is working fine (Gmail, Calendar, Groups...) 2. Delete the browsing history (by pressing Ctrl+Shift+Delete) and reopen Google Chrome 3. Try to access through http://drive.google.com/a/airliquide.com. 4. Check the version of Google Chrome, update it if necessary To check version on PC, go to menu un upper right corner > Help > About Google Chrome The newest version of Google Chrome for AL users is 80 If it's not updated install the following package: g_01144_google_chrome-80.0.3987.132_ml_30 5. Update the Google Chrome profile Close Google Chrome and go to Task Manager > Processes > verify Chrome.exe is not there anymore (if yes delete it)} and then go to C/: users> username> AppData> Local> Google> Chrome> Userdata and rename the 'default' folder as backup. Then cut it and put it up one level into the Chrome (so that you will have two folders in Chrome, Userdata and Backup). 6. Try to open Google Drive in incognito window and in another browser (IE, Firefox) If still KO take a screenshot and assign the ticket to GIO-EUS-GOPS-DWP-L2 and mention every troubleshooting steps you did. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Drive Category: Application Subcategory: Availability and Performance Issue Assignment group: GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Canada Printers - How to Scan with Non-MPS Printers
English
boldizsar.toth@am.corp.airliquide.com
8
NaN
Printing / Devices
Published
2025-08-13 17:12:53
3
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Local Support - AME
NaN
NaN
NaN
1
2025-08-13 17:12:48
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Canada ENTITY:ALL SYMPTOMS: This article describes steps to follow in case an end-user needs to set up scanning (Scan-to-mail) on non-MPS printers. POSSIBLE CAUSES: Network printers not used with Uniflow can still have scanning enabled on them. The 'Scan-to-Mail' feature will allow users to scan documents with the printer in question and have the scanned document sent to their email address. If an end-user's email address is not registered in the settings of the given printer, they can be manually added on the admin website of the printer. BEFORE YOU START: Printer lists with information to the admin website to each Non-MPS printer in Canada: ALC: AL Canon Printers Vitalaire/RTS: VA_Printers STEPS: 1. Gather the hostname or IP address of the printer from the end-user.2. Open the corresponding printer list file from the 'BEFORE YOU START' section of this article based on the entity of the user and search for the printer's admin credentials within the file. 3. Open a browser on the user's PC and put the printer's IP address in the URL field, once on the printer's website, enter with the admin credentials found in the printer list file.4. Add the end-user's email address to the list of registered users on the printer.5. Ask the user to test the scan-to-mail feature on the printer. 6. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal printerModel/brand of the target printer: corresponding model, hostname/IP In case reassignment is needed or blank ESS Incident submitted by the user: Business service: GIO - EUS - Local Support - AME Configuration item: Printer name / n/a Category: Devices Subcategory: PrintersAssignment group (if not L1): GIO-EUS-FS-CANADA-L2Resolution notes: 'Printer assistance and configuration' form submitted
airliquide, alc, alc scan, alc scanning, boldizsar, canada, canada print, canada printer, canada scan, canada scanning, com, corp, email, english, how, mail, mps, no, no mps, non, non mps, non-mps, print, printer, printers, scan, scan to email, scan to mail, scan-to-email, scan-to-mail, scanning, toth@am, vitalaire, vitalaire scan, vitalaire scanning
NaN
KB0053384
Rapid AP Issues
English
boldizsar.toth@am.corp.airliquide.com
17
Xinying CHENG-SC
Uncategorized
Published
2025-06-09 21:37:05
4
GIO Service Desk
NaN
#########
NaN
BAP - AUHC - Managed Applications
NaN
NaN
NaN
3
2025-06-09 21:36:47
#########
NaN
BAP-ALAHC-APP-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User facing issue with Rapid AP applications STEPS: Create an incident ticket with all related information and assign to ALHC Application team. LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications Configuration item: Dynamics Great Plains - PROD Category: Application Subcategory: Depending on the case Assignment group (if not L1): BAP-ALAHC-APP-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-ALAHC-APP-L1
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: User contacted us because he/she is having a hardware issue (including accidental damage). STEPS: PCs are locally managed: - Create an incident. - Assign the incident to L1.5>onsite. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: DevicesSubcategory: Hardware Assignment group (if not L1): L1.5>Onsite South Africa: GIO-EUS-FS-SOUTHAFRICA-L2North Africa: BAMEI-TUNISIA-L2, BAMEI-MOROCCO-L2BAMEI-UAE-L2BAMEI-QATAR-L2BAMEI-EGYPT-L2 BAMEI-ALAR-L2SA Vitalaire : BAMEI-VITALAIRE-L2India: BEC-EUS-FS-DEL-L2Nigeria : BAMEI-NIGERIA-L2Ghana: BAMEI-GHANA-L2India: BAMEI-INDIA-L2BAMEI-BENIN-L2BAMEI-BURKINAFASO-L2BAMEI-CAMEROON-L2BAMEI-CONGO-L2BAMEI-IVORYCOAST-L2BAMEI-GABON-L2 BAMEI-MALI-L2 BAMEI-SENEGAL-L2BAMEI-TOGO-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: This article describes how to assist end-users reporting issues with the ALScan application. BEFORE YOU START: Mobile application that allows third party depots/distributors and AL Sales teams to record gas orders they place for AL customers. It allows scanning of cylinder barcodes to order, replenish, perform cylinder stock audits, see live inventory and search order history.Application is externally hosted (Oracle Cloud), and externally supported. STEPS: 1. Create Interaction Ticket 2. Capture customer information in the description 3. Log ticket according to below categorization 4. Assign the ticket to BAM-APP-L2-Customer-Experience who will perform initial triage/troubleshooting. LOGGING CATEGORISATION: Business service: BAM - Customer Experience Category: Application Subcategory: According to the case Configuration Item: ALScan - Canada - NAM - PROD Assignment Group: BAM-APP-L2-Customer-Experience TICKET TYPE: INCIDENT ARTICLE TYPE: Assignment TEAM: Apps
air, airliquide, alscan, audits, barcodes, boldizsar, caalc, canada, cloud, com, corp, cylinder, depots, distributors, ecommerce, english, etienne, history, inventory, lefebvre, liquide, marketing, mobile, occ, oracle, order, party, perform, portal, replenish, sales, scanning, smartdepot, smartdepot mobile third party depots air liquide caalc occ sales team scanning cylinder barcodes order replenish perform stock audits inventory history distributors portal ecommerce canada marketing oracle cloud, stock, support, third, toth@am
NaN
KB0011711
My IT Corner - Change employee name in corporate account
English
boldizsar.toth@am.corp.airliquide.com
622
Laurence AZERRAD
Uncategorized
Published
2025-09-29 14:51:56
5
GIO Service Desk
NaN
#########
3.20
GIO - EUS - Service Desk
NaN
NaN
NaN
541
2025-04-28 18:47:10
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that his/her name has been changed due to marriage/adoption/legal name change or it has been initially wrongly created. STEPS: Guide user to raise the following My IT Corner request: Home > My team & I > Change employee name in CARM As shown on the image above, for internal employees this request must be raised by HR Team only. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: For internal employees: My HRFor Subcontractors: IT Manager or related line Explanation: Guidance to MyHR / MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Account and Password Resolution Notes: Show where to go request submitted.
COUNTRY:Canada, USA ENTITY:BIS AMER SYMPTOMS: Canadian or US user is reporting issues with their office telephony system ( outage, system down, Phone Line issue, Can't call out Can't receive calls) STEPS: Gather as much information from the user as possible, create a ticket based on below categorization and assign it to the indicated Assignment Group. LOGGING CATEGORISATION: Ticket template to be used: AME - Desk Phone - Issue Business service: GIO-NET-Office Telephony Category: Devices Subcategory: Accessories Assignment group: GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
airliquide, anshilevich, boldizsar, ca, call, calls, can, canada, canada ca us usa deskphone voicemail issue outage down phone line can't call out can't receive calls telephone phone tele phone desk phone tele officephone office phone officephone telephony issues request\n desk phone - phone system for canada, com, corp, desk, deskphone, down, english, issues, line, max, office, officephone, out, outage, phone, receive, request, software, system, tele, telephone, telephony, toth@am, us, usa, voicemail
NaN
KB0044133
MS Paint/Notepad - Display language issue
English
boldizsar.toth@am.corp.airliquide.com
49
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-07-23 18:24:16
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
6
2025-07-23 18:23:37
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:BIS-APAC ENTITY:APAC SYMPTOMS: User already changed the display language to native language but MS Paint/Notepad display language is not not change. BEFORE YOU START: Make sure that "Display Language" and the first "Preffered Language" has been set to the native language. STEPS: If the PC is using Windows 10, follow below steps. 1. Open command prompt as admin and run below command. For MS Paint: DISM /Online /Remove-Capability /CapabilityName:Microsoft.Windows.MSPaint~~~~0.0.1.0 For Notepad: DISM /Online /Remove-Capability /CapabilityName:Microsoft.Windows.Notepad~~~~0.0.1.0 2. Wait until you see a message to restart the PC and proceed with restart the PC. 3. Open command prompt as admin and run below command. For MS Paint: DISM /Online /Add-Capability /CapabilityName:Microsoft.Windows.MSPaint~~~~0.0.1.0 For Notepad: DISM /Online /Add-Capability /CapabilityName:Microsoft.Windows.Notepad~~~~0.0.1.0 4. Wait until installation finished and try to open the application again. If the PC is using Windows 11, follow below steps. 1. Open computer setting > App > Installed apps > Search for "Paint" > Click on 3 dot icon > Select "Advance option" > Uninstall 2. Access to this link and search for "Paint" 3. Download and install the "Paint" app *Note: If you receive any error during the installation, try to reboot the PC and try again from step 2. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Assignment group (if not L1): OSS Resolution Notes: Re-install the application TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
GIDEONS - How to check the update records of user's access groups
English
boldizsar.toth@am.corp.airliquide.com
38
Julia RAMLAN-SC
Uncategorized
Published
2025-07-30 5:52:41
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
7
2025-07-28 20:52:56
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: The user reports some functions of applications are removed in a module. POSSIBLE CAUSES: 1. User has no access before. 2. System bug BEFORE YOU START: Please make sure to include module, functions, user ID, and screenshot to the ticket before assigning to L1.5 STEPS: 1. Check if theres any update on the users groups recently. SELECT A.COUNTRY_GROUP_ID,B.COUNTRY_GROUP_NAME,A.LOGIN_ID,C.USERID, A.ACTION, A.ACTION_DATE AS GROUP_USER_ACTION_DATE, A.LAST_UPDATED_USERID AS GROUP_USER_LAST_UPDATED_USERID, B.LAST_UPDATED_DATE AS GROUP_LAST_UPDATED_DATE, B.LAST_UPDATED_USERID AS GROUP_LAST_UPDATED_USERID FROM AL_SECURITY.APPSECURITY.COUNTRY_GROUP_USER_CONTROL A INNER JOIN AL_SECURITY.APPSECURITY.COUNTRY_GROUP B ON A.COUNTRY_GROUP_ID=B.COUNTRY_GROUP_ID INNER JOIN AL_SECURITY.APPSECURITY.USER_LOGIN C ON A.LOGIN_ID=C.LOGIN_ID WHERE USERID='Yiming.MA' ORDER BY A.COUNTRY_GROUP_ID,ACTION_DATE DESC 2. If its deleted by anyone, check with who deleted it for more information. 3. If theres no delete record recently or GROUP_USER_ACTION_DATE and GROUP_LAST_UPDATED_DATE are both earlier than the time the user reports it, then suggest the user to raise an access/permission ticket to request related access. 4. If the user can provide any proof to prove the access was existing, like the user's creation records or Catalog TASK No., then attach the proofs and escalate it to L2 for further investigation. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: EUROPE & AMEI ENTITY:LI entities SYMPTOMS: GEODE support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) Truck loading solution - 27 sites WW (Europe and AMEI) providing several industrial gases. The solution tracks gas quality, driver/vehicle authorizations, orders and quotas. Depending on the site architecture, all sites are equipped with a driver's cabinet industrial PC (GEO01) - alternatively known as the weighbridge PC - and a control room industrial PC (GEO02). Occasionally they can also be equipped with a gatekeeper's PC (GEO03) - see diagram below. Customers can also access two Web platforms, both named Geode Web : one for EU (https://id3ser-geo001/naftis/login/login.php?url=/naftis/) one for AMEI (https://geodeweb_amei/naftis/login/login.php?url=/naftis/). User request access: Users can address their access needs to Geode platforms to ALZ L2 team. We need the name of one of their colleagues who already has credentials to those platforms : this information helps us assign them the access rights they need. STEPS: 1. Create an Interaction ticket 2. Document as much information from the user regarding the concern: Who (1 user or several others or all of them) Where (one site or several or all) When (date/hour) What actions lead to the issue (name of the screens, buttons used when operating) Is there any known conditions/operations (i.e. ongoing works on network)? Full error message if displayed one or several clear full-screen pictures 3. If the intake is an INC, Assess the priority: (can they work anyway ? Is there a degraded mode/ known workaround at their end ?) 4. Assign the ticket to the hub support group ALZ-EU-GCS-Production Asset L2 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: GEODE - COUNTRY- CITY- PROD -> example: GEODE - BE - Antwerpen - PROD Category: Application Subcategory: Based on the issue reported Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
REGION: AME ENTITY: BIS AMER SYMPTOMS: User is reporting issues with CPQ Salesforce BEFORE YOU START: Link to the CPQ Saleforce Production Environment https://login.salesforce.com Link to the CPQ Admins ONLY environment: https://airliquide.bigmachines.com STEPS: If the user is reporting any of the below issues, assign the ticket to the Assignment group below: Issue related to customers or items missing from Salesforce to CPQ Issue related to cases being created or not created in Saleforce.com from CPQ Issue related to these data moving to & from Oracle EBS through SOA to CPQ Issue related to data moving to & from Oracle EBS through SOA to CPQ Issue related to data moving to & from Oracle EBS through SOA to CPQ Issue related to the CPQ tool itself such as : Information not being displayed correctly Missing information Not functioning Speed of page loads Response time LOGGING CATEGORISATION: Ticket template to be used: Global - Salesforce Business service: BAM - Salesforce Configuration item: SALESFORCE IM - AMER - PROD Situation: Bug/Defect [Incident] Assignment group: BAM-APP-L1-CPQ TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
airliquide, application, bam-app-l1-cpq, boldizsar, carole, cases, com, corp, cpq, cpq salesforce issues escalations missing information not functioning speed page loads response time bam-app-l1-cpq data moving product environment cases soa oracle ebs, data, ebs, english, environment, escalations, functioning, information, issues, loads, missing, moving, not, oracle, page, plateau, product, response, salesforce, soa, software, speed, time, toth@am
NaN
KB0048511
RingCentral - Software Installation
English
boldizsar.toth@am.corp.airliquide.com
401
Kelly SOMMERFELD
Uncategorized
Published
2025-09-29 14:56:54
6
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
84
2025-05-12 19:24:59
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: The user needs to have the RingCentral application installed on their computer. BEFORE YOU START: RingCentral is an application used in Canada by Canada Metal Fab & Canada VitalAire Access Links RC InContact Directhttps://ringcentral.incontact.com/inContact/Login.aspx?ReturnUrl=%2f RC InContact SSO PRODhttps://auth.apps.airliquide.com/samlv2/SSOIDPInit/RING01P?spEntityID=https://api.incontact.com/5e52554b-fcd2-4729-81ca-7014abb36de9&NameIDFormat=transient SFDChttps://login.salesforce.com/index.jsp?ec=20037&eco=1 In case user request to have RingCentral contact information, you may provide it along with their business unit (depending on their location), Phone 1-925-301-8209 Web https://support.ringcentral.com/s/new-case?language=en_US Business Unit 4597868 - Air Liquide4597729 - Vital Aire (Mississauga)9999999 - Vital Aire (Moncton) Always verify the RingCentral system status https://status.ringcentral.com/ For issues reported within RingCentral You may also provide the link to the user STEPS: Software Installation For RingCentral software installation, guide user towards Ring Central Phone request and run the SoftwareUpdateTool afterwards from the user's computer. If the installation fails, attempt manual software installation https://app.ringcentral.com/download/RingCentral.exe After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Installation / Deployment Resolution Notes: Show where to go request submitted.
aire, airliquide, ame, application, boldizsar, call, canada, center, central, com, contact, corp, direct, english, fab, fabrication, incontact, installation, kelly, metal, rc, reporting, request, ring, ringcentral, ringcentral ring central rc r c application software issue request ame canada vital aire vitalaire vitalaire metal fab fabrication incontact direct contact center reporting call, software, sommerfeld, toth@am, vital, vitalaire
NaN
KB0025684
Air Liquide Dominicana S.A.S. - Local Infrastructure
English
boldizsar.toth@am.corp.airliquide.com
105
Maximo HERNANDEZ
Uncategorized
Published
2025-07-07 20:08:16
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Local Support - AME
NaN
NaN
NaN
62
2025-07-07 20:07:51
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY:Dominican Republic ENTITY:BIS AMER SYMPTOMS: Air Liquide Dominicana S.A.S.user is reporting an issue with local infrastructure. BEFORE YOU START: Air Liquide Dominicana S.A.S. is the local entity in the Dominican Republic, also known as ALD. Make sure the user is requesting non-standard Air Liquide support, for Air Liquide standard support follows the standard support model. STEPS: If the user is requesting or reporting an issue with the following Non-Standard infrastructure, route the ticket to the assignment group based on the below categorization. Mobile phones.Telephony system (PBX).Local printers.Windows Shared Drives: ALDO-CL3S513-D LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AME Category: Devices Subcategory: Support / Assistance Assignment group: GIO-EUS-FS-DOMINICAN REPUBLIC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
air, air liquide dominicana s.a.s. support model telephony system (pbx) power times zteck dynamics sl asterik-issabel altice systrack data online gio-eus-fs-dominican republic-l2 ame americas central south america sa dr-ald dr ald dominican republic caribbean dominican republic dr, airliquide, ald, altice, ame, america, americas, asterik-issabel, boldizsar, caribbean, central, com, corp, data, dominican, dominicana, dr, dr-ald, dynamics, english, gio-eus-fs-dominican, hernandez, infrastructure, liquide, local, maximo, model, online, pbx, power, republic, republic-l2, sa, sl, south, support, system, systrack, telephony, times, toth@am, zteck
NaN
KB0011498
Windows - Changing USB Port Usage
English
boldizsar.toth@am.corp.airliquide.com
134
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:34:21
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
63
2025-07-22 20:34:37
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to change port usage of a USB device from (example) COM1 to COM5. Change of port usage of USB device in device manager with admin rights. STEPS: Open device manager with admin rights > ports > find the right USB device under ports and right click on it > properties > port settings > advanced > COM port number > choose the one user needs > click ok > in next window click ok. Open device manager with admin rights: In device manager find ports > find the right USB device under ports and right click on it > properties > port settings tab> advanced > COM port number > choose the one user needs > click ok > in next window click ok. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows Assistance Request details: For Which Topic: Assistance with peripheral devices/accessories In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Category: Devices Subcategory: Support / Assistance Resolution Notes: Bitlocker recovery code request submitted.
airliquide, boldizsar, change, change com port, change port, changing, com, com port, comouter, comouter management, comp, corp, device, english, from, gerhards, hardware, maik, management, port, port com, software, toth@am, usage, usage of usb device, usb, windows
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KB0026401
Sap - account creation when SAP Account creation is not yet implemented into CARM Connectors
English
boldizsar.toth@am.corp.airliquide.com
115
Thomas PRESSL-SC
Uncategorized
Published
2025-07-30 12:29:00
5
GIO Service Desk
NaN
#########
NaN
BHC - VADE - ERP SAP
NaN
NaN
NaN
54
2025-07-07 19:58:19
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Germany ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire has no SAP account in carm yet BEFORE YOU START: Make sure user is from German Vitalaire STEPS: The SAP Account creation is not yet implemented into CARM Connectors (will be done later). For now, the creation of a SAP Account and the granting of roles / permissions within SAP is handled by BHC-VADE-SAP support group. LOGGING CATEGORISATION: Business service: BHC - VADE - ERP SAP Category: Application Subcategory: Access / Rights Assignment group (if not L1): BHC-VADE-SAP TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRYCanada ENTITY:Vitalaire SYMPTOMS: Service desk process for supporting Inspiration Medic users (part of Vitalaire) BEFORE YOU START: AirLiquide has integrated Inspiration Medic into the Air Liquide network. Inspiration Medic users can be identified by location: CA221 or CA222 Anything not mentioned in this article, should follow standard processes STEPS: Remote Desktop They primarily use the Remote Desktop to connect to their CRM. RDP account: inspirationmed\firstname.lastname RDP server: 174.115.216.239:50050 If they are having issues connecting to the above ip or forgot their password for Remote Desktop, please have the users contact: lwang@alt-consulting.ca Software issues or requests All applications installed inside the Remote Desktop are not supported by Air Liquide. If they can't log onto these apps, they have to go back to the 3rd party vendor. Applications we support are installed locally on their machine. Some of these applications are: ApnealinkNight ShiftNVisionPDF-XChange EditorPhilips System OneRescan_5.9 The software packages for installation are located at the following: Network Share: \\172.25.25.75\Utilities 2012\Inspiration Medic SoftwareLocally on the machine: C:\install\Inspiration Medic Software Some packages will have a text file with the license information, copy and paste the text from there Troubleshooting: for some they plug a USB adapter => basic troubleshooting, unplug/plug back in LOGGING CATEGORISATION: Ticket template to be used: AME - CRM Business service: BAM - ALHC - Apps Configuration item: CRM VITALAIRE (MS Dynamics) - NAM - CANADA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User received assistance based on his/her request. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRYArgentina ENTITY:BIS AMER SYMPTOMS: User is requesting for access to COLLAB telephony system. User forgot password and needs to access. BEFORE YOU START: Collab is the telephony system used by the ALASA call center Access link to COLLAB https://system.insideone.net/portal ID profiles: Standard: 1st letter of the name + lastname Supervisor: agentname_sup STEPS: 1.- Make sure that user has the correct access link to COLLAB 2.- Once user is in the portal enter the TENANT: airliquide 3.- Enter ID and password for login. USER FORGOT PASSWORD Only supervisor performs password resets 1.- Create an AdHoc and kindly inform user that to get a password reset, it is necessary to contact his/her supervisor directly and request for it. 2.- Close your ticket as informative In case a supervisor is calling stating they need assistance with a password reset, send a ticket to GIO-EUS-FS-ARGENTINA-L2 ACCESS REQUEST After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to manager In case of blank ESS Incident submitted by user: Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Account and Password Resolution Notes: User was informed about how to request for a password reset for COLLAB
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling because he would like to extend image to second screen. STEPS: Press Win + P Keyboard Shortcut. 1. Close all open programs. 2. Hold down the Windows logo key and press the P key on your keyboard. 3. Select one of the following options: PC screen only: This setting will show the screen image only on your laptop monitor. Duplicate: This setting will duplicate your laptop screen image on both monitors based on the monitor with the lower resolution. Extend: This setting allows you to move a window from one monitor to the other by clicking the Title Bar of the window and dragging the window to a new location. Second screen only: This setting is typically chosen when your laptop is used as a desktop computer, so you can enjoy the higher resolution of a large external monitor. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will assist the user to set up the second monitor TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
COUNTRY:USA ENTITY:E&C SYMPTOMS: This article describes the Air Liquide Global E&C Solutions support model for local applications and infrastructure in the USA. BEFORE YOU START: Air Liquide Global E&C Solutions US Inc. is a local entity in the US part of the Engineering and Construction division or Turbo Division, also known as E&C, US-EC-HOU, US-ALP. Air Liquide Global E&C Solutions Canada LP is a local entity in Canada part of the Engineering and Construction division, also known as E&C, CA-EC-CAL, CA-EC, CAMO-EU, CA-EC CACG-EU. For E&C Software installation see E&C Software - US E&C Users (AME) Make sure the user is requesting non-standard Air Liquide support, for Air Liquide standard support follows the standard support model. AspenTech Support Note: Registering for support from the AspenTech support website, opening tickets may be faster than an email or chat session with the E&C Support tech Thomas LANZENDORF located in Germany. The AspenTech support website has a large knowledge base and support portal solution included in the Air Liquide Contract. Registration typically requires 1 day to process, so it is recommended to pre-register anyone that may support the AspenTech products. https://esupport.aspentech.com/s_login STEPS: If the user is requesting or reporting an issue with the following Non-Standard, refer user towards corresponding support contact. Non-standard infrastructure: Local printers - California only: Santa Ana: Travis Samaranayake (E&C Support) Shared Folders: Are all CARM managed - Users should submit the access via CARM. E&C Specific Applications: Application Technical Support (TS) ANSYS Roy.Krisanto@airliquide.com AspenONE Engineering Suite thomas.lanzendorf@airliquide.com https://esupport.aspentech.com/s_login AUTOCAD Angel.Salinas@airliquide.com AXCENT travis.samaranayake-sc@airliquide.com BLUEBEAM thomas.lanzendorf@airliquide.com COMPAL travis.samaranayake-sc@airliquide.com COMPRESS mateusz.dreher-sc@airliquide.com CONVAL mateusz.dreher-sc@airliquide.com DocuSign mateusz.dreher-sc@airliquide.com ETAP mateusz.dreher-sc@airliquide.com FEA Tools mateusz.dreher-sc@airliquide.com FINE / TURBO travis.samaranayake-sc@airliquide.com FLOWMASTER mateusz.dreher-sc@airliquide.com FRNC-5PC michael.wilken@airliquide.com HAAS mateusz.dreher-sc@airliquide.com HEXAGON or Intergraph or SmartPlant (Suite) mike.owens@airliquide.com HTRI thomas.lanzendorf@airliquide.com IntelliJ mateusz.dreher-sc@airliquide.com LABVIEW travis.samaranayake-sc@airliquide.com Lagrangian / Multiphysics travis.samaranayake-sc@airliquide.com MATLAB mateusz.dreher-sc@airliquide.com ME'SCOPE VES travis.samaranayake-sc@airliquide.com NAVISWORKS SIMULATE mateusz.dreher-sc@airliquide.com NozzlePRO mateusz.dreher-sc@airliquide.com PED travis.samaranayake-sc@airliquide.com PHA PRO thomas.lanzendorf@airliquide.com PHAST thomas.lanzendorf@airliquide.com PISA mateusz.dreher-sc@airliquide.com Primavera P6 (EPPM) mateusz.dreher-sc@airliquide.com PROBAD mateusz.dreher-sc@airliquide.com PRODUCT CENTER Roy.Krisanto@airliquide.com PROMAX thomas.lanzendorf@airliquide.com PROSEC thomas.lanzendorf@airliquide.com PROSIM PLUS thomas.lanzendorf@airliquide.com PROSIM REACTION (CO-PROSEC) thomas.lanzendorf@airliquide.com PROTREAT michael.wilken@airliquide.com Reform-3PC michael.wilken@airliquide.com REFPROP travis.samaranayake-sc@airliquide.com SIMULIS THERMODYNAMICS
English
boldizsar.toth@am.corp.airliquide.com
66
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:34
5
GIO Service Desk
NaN
#########
NaN
BAMEI - Navision - Application
NaN
NaN
NaN
9
2025-06-16 19:15:32
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: User receives "Microsoft Dynamics NAV application has not been mounted" error in Navision weblink: BEFORE YOU START: prerequisite: Navision access in CARM password: is the Windows Password and Navision never asks password to Login through weblink STEPS: 1. Ask Enduser to reconnect>> Close the Browser, ask user logoff and logon again to Navision weblink. 2. If KO: Issue can be related to the NAVISION application, open an incident and assign to BAMEI-HUB-NAVISION-L2 group. LOGGING CATEGORISATION: Business service: Depending on the department (ask user!) - BAMEI - Navision - Account and Finance - BAMEI - Navision - Procurement - BAMEI - Navision - Sales - BAMEI - Navision - Logistic and Supply Chain - BAMEI - Navision - Production - BAMEI - Navision - Health Care Configuration item: Navision 2016 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAMEI-HUB-NAVISION-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, application, been, boldizsar, can, can not login, com, corp, dynamics, english, error message, has, helmi, login, message, microsoft, microsoft dynamics nav application has not been mounted, mili, mounted, nav, navision, navison, not, software, toth@am, via, via web, web
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KB0012296
Business Partner - Admin Account Expired or Disabled
English
boldizsar.toth@am.corp.airliquide.com
49
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:26
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
34
2025-07-29 18:16:02
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Business Partner's ADM account got expired or disabled BEFORE YOU START: Check in AD and ADM account expired or disabled. (The down arrow sign is the indicator of disabled account. See on screenshot.) Business Partners can do password reset for themselves since 25/02/2021 from CARM. If they can't, it has to be done by Business Partners CARM approver.Remember that BS are familiar with CARM yet. Assist them on how to reach CARM via Citrix. Share the url.https://carm.apps.airliquide.com/Carm/CarmInit.do STEPS: 1. Ask user to login to CARM with SSO. 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
External Websites - How To Verify If a Site is Not Supported by IT
English
boldizsar.toth@am.corp.airliquide.com
11
NaN
Uncategorized
Published
2025-08-19 21:57:32
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
1
2025-08-19 21:57:24
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: This article describes steps to follow to assess whether a seemingly unknown external website is supported by Air Liquide or not, and how to advise users who are contacting the Desk having queries/issues with these external websites. BEFORE YOU START: Air Liquide is working with a multitude of external providers and it is not always evident which websites are supported within the company, this article will attempt to list all relevant checks that should be performed before turning users who report issues with such websites away. Always check the URL of the site, if the URL is not ending in the domains of Air Liquide (.airliquide.com or .airgas.com), the site in question is an external website, but THIS IN ITSELF DOES NOT MEAN that the site is not supported! When in doubt, always perform the steps listed below. STEPS: 1. Check the site URL and try to select a word that can be used as a search term to look for an individual KB about the site. Ask your user to describe what the site is used for and attempt to come up with search terms based on that.2. If no individual KB is found, try to look for older tickets about it in SOW using the same search terms you tried in step '1.'. Use the upper right Search Field in SOW to perform this search. 3. If you still have not found anything, ask a senior member of your team so that they can also verify and potentially ask the Client about the site.4. If it is confirmed that the given site does not seem to fall under the area of responsability of any team or key user within Air Liquide, assist the user in finding the support contacts that the site itself offers for the public and advise the user to get in contact with the provider of the site. 5. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to external provider In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Installation / Deployment Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls that they need to add a new printer to SAP applications. STEPS: Raising the request "Add a printer in SAP applications" in My IT Corner. 1. Go to My IT Corner 2. Go to End-User Catalog > Applications > Business Application 3. Click Add a printer in SAP applications 4. Fill out the form and submit the request Link of the request: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=0d3ca6b64f3292409864ca1f0310c749&sysparm_category=4e84a2064f07c2009864ca1f0310c79c ATTENTION: Printer has to be a network printer not a local printer! After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Printers Resolution Notes: MyITCorner Assistance request submitted.
add, airliquide, applications, boldizsar, com, corner, corp, david, english, lucas, my, my it corner, printer, request, sap, software, toth@am
NaN
KB0018548
Google Meet - Livestream a Meeting
English
boldizsar.toth@am.corp.airliquide.com
48
Changhou LOW-SC
Uncategorized
Published
2025-10-06 19:01:27
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
12
2025-10-06 18:59:50
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: How to livestream meetings in Google Meet (Google Hangouts Meet) - Create a live stream event - Create an additional event for view-only guests BEFORE YOU START: Only guests within your organization can view a live stream from your organization. Full participants within your organization can stop and start the stream during the meeting, and record the event. Guests who join to view-only cannot participate in the meeting or control streaming and recording. Supported browsers: Chrome Browser, Microsoft® Edge®, Mozilla® Firefox®, Opera®, Apple® Safari®. STEPS: Create a live stream event 1. Open Google Calendar. 2. Click Create and then More options. 3. Add the event details, such as date, time and description. 4. Add the guests that can fully participate in the video meeting. You can add up to 250 participants. All guests added to this event can be seen, heard and present their screen. 5. Select Add conferencingGoogle Meet to add the video meeting. 6. Next to Join with Google Meet, click the Down arrowAdd live stream. 7. To invite view-only guests, select an option: Click Copy and share the live stream URL in an email or chat message. Continue to Part 2: Create an additional event for view-only guests. 8. Click Save. 9. During the meeting, select MoreStart streaming. Streaming does not automatically start. Create an additional event for view-only guests To invite specific people to the view-only live stream, create a view-only event. The event is added to their Calendar and includes the link for view-only guests. You can add up to 100,000 view-only guests. People invited to this event are not seen or heard in the meeting, and cannot present, record or control streaming. 1. Open Google Calendar. 2. Single-click the live stream event you previously created and click Edit . 3. At the top, click More actions Create view-only event. 4. Add guests or rooms for view-only access, and other details such as a description. 5. Click Save. 6. Click Send. 7. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: MeetContext: Assistance with Livestream In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, boldizsar, changhou, com, corp, english, google, google meet, live, live stream, livestream, low-sc, meet, meeting, stream, toth@am
NaN
KB0021400
Loop - How to connect to Loop
English
boldizsar.toth@am.corp.airliquide.com
110
Arnaud HENRI-SC
Uncategorized
Published
2025-07-28 21:42:38
4
GIO Service Desk
NaN
#########
NaN
GIO - LOOP
NaN
NaN
NaN
32
2025-07-28 21:41:02
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User would like to know how to connect to Loop. BEFORE YOU START: What is loop? : Loop is a Office Space Management tool available already in some AL offices. Please check if the user`s site is implemented into LOOP: NOTE: more and more sites added to the tool. STEPS: Quick user guide: Share with End-user: https://docs.google.com/presentation/d/150AyCXJtYH6pBmpt-I9KpNifw-a7H_T1BDSHm8_EAhg/edit#slide=id.gb2b548b66b_0_20 1. Access the application on your Computer a) direct link to LOOP: https://loop.airliquide.com/ b) From Kite Homepage (https://site.airliquide.com/kite) Go to My Tools
English
boldizsar.toth@am.corp.airliquide.com
216
Jerome BACHELERIE
Network / Connectivity
Published
2025-05-19 19:27:28
4
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
35
2025-05-19 19:24:16
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User unable to open Keepass. Error "The feature you are trying to use is on a network resource that is unavailable" appeared and user unable to proceed after clicking "OK". POSSIBLE CAUSES: Some updates for Keepass are causing the application to unable to load the saved data. STEPS: 1.Uninstall dominik-reichl_keepass-2.56_ml_48 from Control Panel or from the Marimba Console. If any version is still present after uninstallation from BBCA, open the Control Panel and manually uninstall the current version of Keepass that is preventing the user from opening the application. 2. After Keepass has been uninstalled, install g_01680_dominik-reichl_keepass-2.58_ml_48 via Marimba. 3. After reinstallation, you will need to install the configuration file (dominik-reichl_keepass-config-1.2_ml_48). Follow the instructions below to complete the installation. 4. Open CMD as Administrator, then enter the command: "cd C:\_INSTALL\g_01481_dominik-reichl_keepass-config-1.2_ml_48 " 5. Enter the command install.vbs. Note: No immediate response will appear after running this command. Please instruct the user to wait at least 2 minutes. 6. Try reopening the newly installed Keepass application. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC hostname Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 Resolution Notes: Uninstalled Keepass 2.56/2.57 and reinstalled 2.58 version with its configuration. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: The order of the stops is wrong.The number of sub-trips in the stop, NO., Is strange.The fare calculation flag is not setThe sub-trip distance is significantly greater than the distance within the trip *Example 1: Subtrip.No shows 0 or shows 1 only. The correct number should be No1,2,3 . *Example 2: Below trip distance shows 0km. Or, when the total distance of sub-trips is larger than the operating distance BEFORE YOU START: If you insert a dummy stop, the paid highway charge and extra charge will be removed on the cost screen, so it is also necessary to restore it. It's easy to expand the Google blank document and take screenshot.Change the trip status to ?????????/Actual Data Consolidation Complete STEPS: Take screenshot of the trip Click on Cost button at top right if the trip screen and take the screenshot. Take screenshot of Cost screen. The important points are the toll highway (middle), the surcharge (bottom), and the expense summary (middle on the right). Double click on Toll highway and take a screenshot Sometimes there is a cost here. (However, since it is charged ¥ 0, the amount does not matter) Create dummy stop Start to create Dummy stop by changing the trip status to ?????????/Actual Data Consolidation Complete. Next, Right click on stop screen and select ?????????/Add Supplier Stop Supplier Stop screen will appear as below. First, click the magnifying glass mark on the supplier code. ? A list of suppliers will appear. ?Because it is primary, use something that is easy to understand. For example, [Prohibited] Clio Air. ? Click the select button Then, you will see numbers like this. Please edit below information Arrival date and timeDate and time of departureOdometer on arrivalWeighing after filling *Arrival time Check the end date and time of the trip on the back screen. (Example) 2020/12/25 18:38 This is the end time of the tripThe last time of the stop 2020/12/25 16:41In short, I'm trying to put a dummy between the last stop and the end time of the trip.When there is no difference between the last stop and the trip, (for example) Osaka in Central Japan Marues is on the Amagasaki site, so the last time of the trip is almost the same as the last purchase in Amagasaki. .. In that case, set the time before that. In this case, the introductory date and time is 17:00 / the end date and time is 17:10 (since it is only data, you can make a difference)On arrival, enter the last ODO number for the ODO. In this case, XX oxyton is the last, and ODO at the time of arrival is 1077017.0, so enter it.After filling, add 1 by weighing. When you press save, the following window will appear, so press OK Then the following window will appear again, so press OK Next, the following window will appear, so press OK. As a result, [Prohibited] Clio Air is included at the very end Pull out the dummy stop This time, pull out (cancel) the dummy stop you just put in. Click on the last Clio Air to open the following Display the menu of the cancel flag in the middle. Then select Cancel ? Save This will open a window. Briefly write the reason for canceling. For example, sequence adjustment ITM, etc. ITM means that the IT management department did it. Press add If you press save, the following will appear. Click on OK button Next, the following window will appear and press the OK button. Next, the following window will appear and press the OK button.
REGION:AME ENTITY:BIS AMER SYMPTOMS: An end-user is reporting an issue with access to the COR-FS-02 file server on or after the weekend of 11-12 May 2024. POSSIBLE CAUSES: There is maintenance activity conducted on the server between Saturday, 5/11/2024 from 10:00pm to Sunday, May 12, 2024 6:00am CST. Access to the server is expected not to be possible during this timeframe. BEFORE YOU START: If the user is calling during the indicated timeframe of the maintenance, kindly advise the user to wait until the scheduled end of the server maintenance, log a ticket based on below categorization and close the ticket as informative. STEPS: If any issue is reported with access to the server following the scheduled maintenance time, log a ticket based on the below categorization and assign it to the indicated assignment group. LOGGING CATEGORISATION: Business service: GIO-CS-AMER-AWS Managed Account Category: Cloud Infrastructure Subcategory: Access / Availability Assignment group (if not L1): GIO-CS-AMER-AWS-L2 Resolution Notes (if called during maintenance time): Advised user to wait until the maintenance is over. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:Argentina ENTITY:All SYMPTOMS: Macrosoft is an application used in Argentina. This article describes the steps to configure it on end-user PCs. STEPS: 1. Copy this Drive Link to the user's browser and download the 'Macrosoft_ALU' folder.2. The file is in the .alu format, it wont have a normal folder icon when downloaded, even so, you can unzip it into a regular folder with 7-zip.3. Once extracted into the folder, copy the whole folder to a safe location (recommended user's Desktop or C:\temp)4. When you open the folder in it's new location, scroll down to the bottom of the list of files until you find the one named 'Oxigeno.exe' 5. Right click on the file, select 'Send to...->Desktop Icon'. This way your user will be able to easily access the app from their Desktop.6. According to the user's preference, you can rename the Shortcut to 'Macrosoft'.7. Test if the app opens, please note that in most cases it can take more than a minute for it to open.8. If the app opens fine, tell your user that the configuration is complete, ask the user not to move the folder or the desktop icon in order to avoid problems with opening it. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: Macrosoft app installed. ARTICLE TYPE: FCR TEAM: L1
Chrome OS Device - enroll a Chrome device before the first use
English
boldizsar.toth@am.corp.airliquide.com
74
Matthew WIDELL
OKTA / Mobile Enrollment
Published
2025-07-29 19:49:49
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Chrome OS
NaN
NaN
NaN
14
2025-03-27 20:46:41
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to register / enroll a Chrome device before the first use. STEPS: 1. Plug in the power adapter to charge the battery 2. Use the bundled USB Ethernet adapter to connect the Chromebook to wired Ethernet then turn it on 3. If 'Managed by airliquide.com' appears on the first sign-in page, just sign in with Google email address, Google password and with the 2-step verification code OTHERWISE 3. On first boot ChromeOS will load the setup wizard. Select display language then click on 'Continue' 4. On the Welcome page of the setup wizard, click on the network selection box and click on Proxy settings . 5. The proxy settings dialog window should be titled Network proxy for Ethernet. 6. Select Automatic proxy configuration and mark the checkbox for Use an autoconfiguration URL 7. In the box enter the following URL :http://pac.zscaler.net/airliquide.com/EMEA.pac 8. Click Continue to move the setup wizard to the next page. 9. At the Terms agreement, unmark the checkbox for Optional: Help make Chrome OS better .Click Accept and continue 10. Click on the status area at the bottom-right corner of the screen to access the settings menu, and click on the date 11. Change the system time if needed so that it is correct, then click done 12. If Chrome OS can successfully contact Google it will next prompt with a user sign in screen: At this point press CTRL+ALT+E simultaneously on the keyboard to begin Enterprise Enrollment mode. 11. Enter your Air Liquide mail address and your Kite password, then click 'Next' 12. Enter the code received on your smartphone then click on 'Verify' LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - ChromeOS Device - Issue Business service: GIO - EUS - UWP - Chrome OS Situation: Configuration [Incident] Configuration item: Serial number of Chrome device Resolution Notes: Assisted user with enrolling his/her Chrome OS device. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Mobile Device Management- Changing mobile phone SCREEN LOCK PIN code
English
boldizsar.toth@am.corp.airliquide.com
885
Alexandre BONNAIRE
Uncategorized
Published
2025-09-29 14:56:48
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
390
2025-06-11 17:48:07
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling because he/she needs to change his/her mobile phone screen lock PIN code. BEFORE YOU START: Please always identify if the user needs assistance for device screen lock PIN/Passcode or Workspace app Passcode (only for Android) or device SIM PIN. If it`s SIM PIN, it's out of scope for the Service Desk (redirect the user to contact his/her IT representative or for FRANCE: KB0025389)Mobile phone issues (PIN code, PUK code, OS/hardware and service provider issues) are usually in the scope of the IT manager outside of France.AL Germany (except E&C, Vitalaire and DE-AL-GMS) does not want the users to contact IT managers directly. Please do not redirect AL Germany users to IT manager, and do not give the users the IT manager's name even if they are asking for it! Instead of asking the user to turn to the IT manager, assign these types of mobile phone issues to the following team: DE-ALD-LOCALIT-SERVICE-SUPPORT-L1) Users must have the lock out passcode feature enabled on their devices. If it is not enabled, the first time the Intelligent Hub app is launched, users are asked to create a passcode. This passcode is entered whenever users access the Intelligent Hub from their device. Where the passcode is set depends on the platform. For Android devices, the passcode is set at the app level (please refer to KB0012021). For Window desktop devices and for iOS devices, the passcode is set at the device level. Please note that you will be prompted to change this passcode as it expires every 180 days! STEPS: Change/Reset Passcode if the user can open his device: For Android: KB0015370 How to reset your passcode on your enrolled mobile device - Android For IOS: KB0015372 How to reset your passcode on your enrolled mobile device - iOS Reset device lock PIN or Passcode if the user is unable to open his device: If the device is enrolled in Intelligent HUB, attempt to clear the passcode from the Airwatch admin console. If reset from the console did not work (Android): Guide user to perform a Hard Reboot on the phone (depending on the device, the buttons to press and hold might differ, in case of doubt, look up the model-specific steps on the internet) Have the user connect the phone to a PC via USB cablePress and hold the Power Button and the Volume Down button on the right side of the phone until the screen goes blackOnce the screen is black, release the buttonsThe phone will automatically turn back on, now test with your user to see if the device unlock code/PIN is working If the Hard Reboot did not work (Android): Guide user to perform a Factory Reset on the phone (depending on the device, the buttons to press and hold might differ, in case of doubt, look up the model-specific steps on the internet) Explain to the user that Factory Reset would wipe all data from the device including locally stored images, videos and contacts not saved on the SIM of the phone or associated with the Google account of the userHave the user connect the phone to a PC via USB cablePress and hold the Power Button and the Volume Down button on the right side of the phone until the screen goes blackOnce the screen is black, keep pressing the power button and switch from Volume Down to Volume Up until you see the Recovery Menu (it will be in English)Ask the user to look for and execute the 'Device Wipe/Factory Reset' optionAfter the reset, you will land in the same menu, ask the user to use the first option: Reboot DeviceThe phone will reboot, now assist the user to set up and enroll the phone again (if applies) Recovery for iOS devices: Follow the information available on the official Apple Support website: https://support.apple.com/en-us/118430?iphone-authentication-type=iphone-with-face-id LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One - PROD Category: Devices Subcategory: Support / Assistance Resolution Notes: Service desk will guide the user to unlock his/her PIN code TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is requesting to set up Canon Plotter BEFORE YOU START: Please check if below details are correct. IPS/PRINTER IP Address: 172.17.104.228 Gateway 172.17.104.1 Subnet Mask 255.255.255.0 SCANNER IP Address: 172.17.104.229 STEPS: Make sure the driver file is inside the users computer.Model: Canon Plotter LPF771mGo to Printers & Scanners Choose TCP/IP address Printers Choose TCP/IP Device and put in the IP address, then click Next Then add the driver drive by choosing Have Disk Click Browse and choose the driver file that had copied into the computer Then choose the correct model and Next Name the printer and complete the printer installation. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal PrinterModel/brand of the target printer: Canon Plotter In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Hostname Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Ivanti not connecting due to Cortex Service not running. User is unable to sign into Ivanti due to error message, "Your computer's security is unsatisfactory". BEFORE YOU START: Guide the user verbally since remoting will not be possible. Before troubleshooting begins, advice the User to save his work as a reboot will take place. Please also check the followings: user doesn`t have an activated OKTA accountuser has no SRA account role => CARM the user does not have an SRA role (to be added from CARM) If all the checks are done it is necessary to see with the GIO-SEC-PSS-RUN-L2_L3 team which manages the SRA tagged in BS Ivanti. (GIO-SEC-AD-AUTHENTICATION SERVICES-L2 manages OKTA) STEPS: 1. Open services as Administrator. 2. Verify that Cortex XDR services are running. if not start them please. 3. Ask the user to try again. If the steps above do not resolve the issue, take a screenshot, and assign accordingly. Disclaimer: If the user has Cortex Disabled error message, kindly assign the ticket to GIO-EUS-SD-EUROPE-L1.5 according to KB0034491 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Host name Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
ORACLE R12 NAM - Account Creation for INT or DEV Environment
English
boldizsar.toth@am.corp.airliquide.com
41
NaN
Uncategorized
Published
2025-06-30 18:59:28
4
GIO Service Desk
NaN
#########
NaN
BAM - Finance & ERP - Oracle NAM
NaN
NaN
NaN
8
2025-06-30 18:59:17
#########
NaN
BAM-APP-L2-Finance & ERP - NAM
COUNTRY/REGION:AME ENTITY:ALL SYMPTOMS: This article describes how to process tickets about account creation needs for Oracle R12 NAM INT or DEV environments. Oracle is one of the Air Liquide ERPs. NAM (North America) instance is in use in entities from the following countries: Argentina.Canada.Colombia.Dominican Republic.Mexico.United States. BEFORE YOU START: Account creation for Oracle R12 NAM INT or DEV environments does not go through the AMS form, Incident type tickets need to be raised instead. STEPS: Open an Incident type ticket based on the below LOGGING CATEGORISATION and send it to the indicated team. LOGGING CATEGORISATION: Business service: BAM - Finance & ERP - Oracle NAM Configuration item: Oracle EBS R12 - AMER - INT or Oracle EBS R12 - AMER - DEV Category: Application Subcategory: Account and Password Assignment group: BAM-APP-L2-Finance & ERP - NAM ARTICLE TYPE: Assignment TEAM: Apps
account, account creation, airliquide, boldizsar, com, corp, creation, dev, dev account, dev account creation, english, environment, int, int account, int account creation, nam, nam dev, nam int, oracle, oracle r12 nam, oracle r12 nam dev, oracle r12 nam int, r12, r12 account creation, r12 nam dev, r12 nam int, toth@am
NaN
KB0018887
KeePass - information request
English
boldizsar.toth@am.corp.airliquide.com
155
Maik GERHARDS
Uncategorized
Published
2025-07-30 5:56:45
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
15
2025-06-09 20:00:40
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs information about KeePass application STEPS: Assist user based on the following guide. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Provide user with the information about KeePass TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User has issue with his/her CTWALK account. STEPS: Assign an incident to BEC-CTWALK-L3. LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - CTWALK Configuration item: CTWALK - PROD Category: ApplicationSubcategory: Account and Password Assignment group (if not L1): BEC-CTWALK-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Users need assistance on how to print on canon uniflow BEFORE YOU START: Verify the icon uniFLow Smart Client: Connected! is visible in the Windows system tray.Verify the printer is also mapped and set as default STEPS: Note: After initiating a Print Job, retrieve the print job from the printer before powering off or moving the PC to a different location. If not done, the print job will appear on the printer but will fail to print when attempting to release the print job (this includes moving the PC from a hardwired network connection to WiFi or vice versa). Open the print dialog box ( File > Print or the Print icon )Ensure Uniflow Online is listed as the printer or printer destination. If not listed, select Change and select it from the list of printers.On a shared Canon Printer, scan your badge Select Secure Print Choose Select All or select the files you would like to print and select Print + Delete After the print job is complete, press Log Out to exit How to make copies On a shared printer, Scan your badgeSelect CopySet copy preference, place the document on the machine and press Start. Continue with the next step or return to the main menu by pressing Main Menu After the copy job is complete, press Log Out to exit After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: MPS - CanonModel/brand of the target printer: Printer hostname In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Printer name or hostname Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted
airliquide, boldizsar, canon, com, corp, english, global, how, how to, matutina-sc, print, printer, rose, toth@am, uniflow
NaN
KB0048744
Desk Phone - Canada and USA Phone System - How to Log In
English
boldizsar.toth@am.corp.airliquide.com
121
Max ANSHILEVICH
Uncategorized
Published
2025-09-29 14:56:55
6
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
10
2025-06-04 20:41:06
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY:Canada, USA ENTITY:BIS AMER SYMPTOMS: This article describes steps to perform to assist Canadian or US users to log into their desk phone. BEFORE YOU START: The PIN to log into the phone itself should not be confused with the voicemail PIN, these two PINs are not related! To reset the voicemail PIN, follow this KB: KB0048743 -Desk Phone - Canada and USA Phone System VoiceMail Support STEPS: STEP1: Have user create a ticket in My It Corner Go to My IT Corner > Order Something > Devices > Devices & Telephony > Office PhoneClick on Office Telephony request, or provide the link directly to the user, https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=f00098004ff03280eaa6ab6ba110c740&sysparm_category=c990c3ae0f481a40e7d03e7ce1050e2a Have user select the "Change user extension" option from the dropdown menu of the form under "User extension need" Fill in the "Comments" section the PIN required to be reset Make sure the user has filled in the "User extension" field with the extension needing the assistance Once the form is fulfil, click on "Order Now", it will create a request number for the telephony team who will contact the end user for further assistance on the PIN reset After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Accessories Resolution Notes: Show where to go request submitted.
airliquide, anshilevich, boldizsar, ca, canada, canada ca deskphone issue pin to log into the phone itself telephone phone tele phone desk phone tele officephone office phone officephone telephony request\n desk phone - phone system for canada, com, corp, desk, deskphone, english, how, into, itself, log, max, office, officephone, phone, pin, request, software, system, tele, telephone, telephony, toth@am, usa
NaN
KB0030314
Gabon - How to print
English
boldizsar.toth@am.corp.airliquide.com
24
Boldizsar TOTH-SC
Printing / Devices
Published
2025-10-06 17:35:09
4
GIO Service Desk
NaN
#########
NaN
BAMEI-Local printers
NaN
NaN
NaN
3
2025-10-06 17:32:53
#########
NaN
GIO-EUS-SD-AMEI-L1
REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User needs to know how to print and set up printers used in Gabon. BEFORE YOU START: here is no MPS solution in place, there are several network printers and USB printers as well, the WCA Printer Fleet File can be found HERE. STEPS: SCENARIO 1: Adding a printer (Please note that the options will appear in French) Network printers are Konica Minolta and Canon printers. STEP1: Open Control Panel and go to Devices and Printers and click on 'Add a printer' STEP2: Select 'The printer that I want isn't listed' STEP3: Select 'Add a printer using a TCP/IP address or hostname STEP4: Type in the IP address of the needed printer (illustration) STEP5: In case the driver is not yet available on the computer, download it from the WCA Printer Fleet File STEP6: Click on 'Do not Share' STEP7: Give a name to the printer that the user will recognize STEP8: When the printer is added, the printing method needs to be set in the Printing Preferences. Click on the 'De base' tab and make sure that the printing method is set to 'ID&Imprimer' Click on the authentication settings and set the user's account: SCENARIO 2: User creation and maintenance In order to be able to use the available network printers, the users need to have an account created on the individual printer's portal. IMPORTANT: Account creation and maintenance is performed by the Local IT Team, for the Service Desk the portals are used for consultation purposes only. A) Konica Minolta: STEP1: Login is required to enter the printer's portal STEP2: User accounts are created under 'Authentication Utility' in 'User registration' SCENARIO 3: Scan folder not visible on user's PC For scanning on the network printers, the Scan-to-Folder method is used. This means that whenever a user scans a document on one of the printers, the scanned document is sent to the user's dedicated folder on a shared drive. If a user doesn't have the shared drive mapped in their File Explorer, the folder can be added manually. STEP1: Open File Explorer and click on 'This PC/Ce PC' STEP2: Click on the 'Computer' tab and select 'Map Network Drive' STEP3: Add the bellow path making sure that you put the user's name in the last section \\172.30.52.11\ If you cannot map the drive, you can also consult the scan folder path on the printer's Portal within the 'Save Destination' and 'Address Book' option: SCENARIO4: Hardware issues In case of potential hardware issues, assign the ticket to GIO-EUS-SD-AMEI-L1.5 There is a Dymo Labelwriter 450 label printer in place as well, in case of issues with it, send the ticket to the same team. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal printerModel/brand of the target printer: Printer hostname In case of blank ESS Incident submitted by the user: Business service: BAMEI-Local printers Configuration item: printer name Category: Devices Subcategory: Printers Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 Resolution Notes: Printer assistance form submitted.
COUNTRY/REGION:Brazil, Argentina ENTITY:All SYMPTOMS: This article describes the steps to follow in order to assist end-users from Argentina and Brazil to download and use an application needed to download files from the Itau Bank. BEFORE YOU START: No installation request form needs to be submitted for this application, you can proceed with the below steps even if the user did not submit any request. STEPS: 1. Copy the following DRIVE LINK to the user's browser and download its content. 2. Once downloaded, extract the zipped folder onto a regular folder on the user's Desktop. 3. Explain to the user that the file they need to run in order to download the needed files from the bank is the 'ibm.exe' file. No installation is needed, the user can execute the file without admin credentials whenever they need to download files from the bank. 4. Upon downloading files from the bank for the first time, a new folder will be generated within the folder where the app is located, the new folder will be called 'Airliquido', the files will be found in newly generated subfolders within the 'Airliquido' folder. In case of issues: If the user is testing if the app is working but runs into issues, do the following: 1. Have the user navigate to the following link in their browser: https://portaln2n.itau-unibanco.com.br/mft/imb.html2. Look for the 'Connectivity test' button and run the test3. After running the test, click on the 'Import Key' option4. Have the user test again. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Installation / Deployment Resolution Notes: Itau app configured. ARTICLE TYPE: FCR TEAM: L1
airliquide, app, application, argentina, banco, banco itau, banco itaú, bank, boldizsar, brazil, com, corp, english, installation, itau, itau app, itau bank, itau bank app, itaú, itaú app, itaú bank, itaú bank app, software, toth@am
NaN
KB0010168
Concur CWT Travelers Assistant - How To Book a Flight
English
boldizsar.toth@am.corp.airliquide.com
407
Lee Anne CHUMLEY
Uncategorized
Published
2025-07-07 20:13:36
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Remote Assitance Tool
NaN
NaN
NaN
86
2025-07-07 20:13:28
#########
NaN
BCF-GLOBAL APPLICATIONS-WEB APPS
REGION:AMER ENTITY:BIS AMER SYMPTOMS: User is requesting for assistance to access to Concur CWT Traveler´s Assistant (CTA) BEFORE YOU START: CWT Travelers Assistant (CTA), an easy-to-use, intuitive on-line booking tool is available for the End-user to make reservations on-line.Canada users book through AmEx agency; not CWT Online Booking: AMEX Website: https://www.concursolutions.com/default.asp?localize=1&host=www.americanexpress.comPhone numbers: 1-866-299-7374 (American Express Business Travel) Login = AL Email Address, Password = NT STEPS: USA Users: Online Booking: Website: https://www.mycwt.com/ Phone numbers: 1-800-693-6624 (Air Liquide Travel open during business hours only)1-800-253-0140 (CWT Emergency Number) 2.- If any issues reported, guide user to contact the correspondent support: 1-800-333-4740 (CWT Technical Support) 3.- Create an Interaction and submit the form appearing in the LOGGING CATEGORIZATION Canada Users: Online Booking: AMEX Website: https://www.concursolutions.com/default.asp?localize=1&host=www.americanexpress.comPhone numbers: 1-866-299-7374 (American Express Business Travel) 2.- If any issues reported, guide users to contact: Lee Anne Chumley (LeeAnne.Chumley@Airliquide.com) 3.- Create an Interaction and submit the form appearing in the LOGGING CATEGORIZATION LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to support contact. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
REGION:AMER ENTITY:BIS AMER SYMPTOMS: This article describes the Oracle NAM Support Model. Oracle is one of the Air Liquide ERP. NAM (North America) instance is in use in entities from the following countries: Argentina.Canada.Colombia.Dominican Republic.Mexico.United States. BEFORE YOU START: Make sure End User is contacting for issues or requests related to Oracle NAM instance, including password resets and account creation requests. End Users from the BSC (ALABS) use both NAM and SAM instances, always confirm which instance is the End User contacting for. (If user is not sure if the account is NAM or SAM, kindly request for the URL that is using to login to the account to determine weather the instance is NAM https://oracleprod.am.corp.airliquide.com or SAM http://alprd12ap.sa.corp.airliquide.com:8003/ For Java issues follow KB0042482 For CMS Contentful, please follow: KB0053884 - CMS Contentful - Any Request or Issue STEPS: Out of scope of the Service Desk, use Configuration Item and Business Service to determine the default routing rules to assign the tickets to the appropriate team. LOGGING CATEGORISATION: Business service: BAM - Finance & ERP - Oracle NAM Configuration item: Oracle EBS R12 - AMER - PROD Category: Application Subcategory: According to the issue reported Assignment group: BAM-APP-L2-Finance & ERP - NAM TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
11i, access, accounts, airliquide, ap, application, ar, article, assignment, boldizsar, cash, cloud, cms, cms contentful, com, commerce, commercial, concerns, contenful, contentful, corp, dba, discoverer, distribution, dl, down, drill, elena, english, expense, fa, financial, financials, flow, general, guide, iexpense, iprocurement, java, kb, knowledge, ledger, list, manufacuring, master, mfg, model, nam, occ, oracle, oracle r12 master kb knowledge article oracler12 procurement iprocurement expense iexpense financials financial application fa accounts payable ap manufacuring mfg commercial/order to cash otc ar accounts receivable commercial order to cash dba access termination role assignment password reset self service password reset sspr self-service tool user guide 11i discoverer soa oracle commerce cloud occ sunset application general ledger drill down oracle printer printing worklflow work flow java other concerns\n distribution list update for oracle dba report dl, oracler12, order, otc, other, password, payable, printer, printing, procurement, r12, receivable, report, reset, role, self, self-service, service, soa, software, sspr, sunset, support, termination, tool, tortorici, toth@am, update, work, worklflow
NaN
KB0019849
Printer How to install Printer driver to user's PC
English
boldizsar.toth@am.corp.airliquide.com
605
Mariacecelia FERNANDEZ-SC
Printing / Devices
Published
2025-07-29 18:12:23
5
GIO Service Desk
NaN
#########
4.50
GIO - EUS - Local Support - APAC
NaN
NaN
NaN
1515
2025-07-14 17:24:21
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User request to install Multi-Function Printer (MFP) on new PC / User move to a new location and request to install MFP for current location. ***For security card (user might say as printer card) related inquiries, please inform user to check with their Manager on within their department. Do not give out Kanai Yuko san's name. BEFORE YOU START: Installation requires admin account access. Make sure user is connected to Office network or with Ivanti. Remote into users PC using VNC. STEPS: Download the Printer driver from below link and send the file via VNC Viewer using remote session to install in the user's PC. https://drive.google.com/drive/folders/1puFy2X53-Sqw_hCKjktEOW6Jbmj-8l-N Japan printer detail list as per below (For reference). https://docs.google.com/spreadsheets/d/1bLUw0SJ2DzpT1OnYC-Uxt2Dp05Srj_XzbBJsV90NR5Y/edit?usp=sharing If you are not able to setup the printer, then check to see if the Print Spooler Service is stopped. (See Note 1 below) If the service is not running and the PC is a recently / newly delivered one, then it is likely to be a known issue with CUW 21H2. In that case, Download and install a Windows patch KB5007253 below, and then reboot Windows. After a reboot, check if the Print Spooler service is up and running.KB5007253: http://download.windowsupdate.com/d/msdownload/update/software/updt/2021/11/windows10.0-kb5007253-x64_56eae3ea4ddb22105db274b6d903cd73dfaea5ed.msuIf the patch KB5007253 ends up with a message like "this update is NOT applicable to this PC," (????????????????????????????? ) then JUST REBOOT the Windows at this point. (Most likely the fix has already been installed background and the Windows is in "pending reboot" status at that time) After the reboot, check if the Print Spooler service is running. (Note 1) You can tell if the Print Spooler Service is running or stopped by either of the two below. Open "Control Printers" screen and if all the icons in "?????" section are greyed out, the Print Spooler Service is not working. Or, open Services.msc and see what's in "??" column for "Print Spooler". If it's blank, then the service is currently stopped. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal PrinterModel/brand of the target printer: According to the case In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Hostname Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.
GIO-CS-AMER-Application and Desktop Virtualization
NaN
NaN
NaN
43
2025-06-09 16:25:01
#########
NaN
GIO-CS-AMER-CITRIX-L2
REGION:AMER ENTITY:BIS AMER SYMPTOMS: User would like to gain access to a Citrix application BEFORE YOU START: For new joiners in the AR-ALABS NAM entity, please follow KB0051601 - New Joiners - Assisting New Joiners of AR-ALABS-NAM Access to Citrix apps in the Americas is granted via AD groups. AD group access should be requested through the 'Add / remove Active Directory Groups Members' GIO request form. Please note that this form cannot be submitted by regular end-users, it is the end-user's IT Manager who needs to submit the form on the user's behalf. IT Managers per clusters within the Americas: Canada: Max Anshilevich LATAM: Diego Silva USA: Cliff Lee STEPS: STEP1: Check if the application is in any of the lists below: For Airgas Citrix applications, click HERE For any other entity in the Americas, click HERE STEP2: If the application is found, note down the exact name of the application as it appears in the file and also take note of the AD group needed for the access. STEP3: Provide the exact application name and AD group information to the user and ask them to contact their corresponding IT manager in order to have the request submitted. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User need assistance to register his/her Badge BEFORE YOU START: Verify the icon uniFLow Smart Client: Connected! is visible in the Windows system tray.Verify the printer is also mapped and set as default If the client icon isn't there, or the printer isn't showing in the Devices & Printers window, refer to: Uniflow Printer - Printer Installation - (AME) STEPS: On a shared printer, scan your badgeEnter your username in the following format, firstname.lastname@am.corp.airliquide.com (or firstname.lastname@eu.corp.airliquide.com)Your badge is now registered to print, copy, fax and scan on any shared printer at the Air Liquide Center Houston location. The time for the change to replicate is right away - live connection to Active Directory There can only be 1 active badge per user After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: MPS - CanonModel/brand of the target printer: Canon Uniflow In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Printer name Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.
airliquide, badge, boldizsar, canon, com, corp, english, global, how, how to, matutina-sc, printer, printer-, register, rose, toth@am, uniflow
NaN
KB0050124
E&C Canada - Hardware Support
English
boldizsar.toth@am.corp.airliquide.com
16
Mike OWENS
Uncategorized
Published
2025-10-06 16:54:40
4
GIO Service Desk
NaN
#########
NaN
BEC - Windows Device
NaN
NaN
NaN
2
2025-10-06 16:54:22
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY:Canada ENTITY:BIS E&C SYMPTOMS: Air Liquide E&C Canada process for supporting hardware issues. STEPS: If an E&C Canada user calls in to report an issue with his hardware (laptop, laptop accessories), attempt to troubleshoot, if unable to resolve or perform any troubleshoot, create an INCIDENT ticket and assigned it to the FS Center team located in Texas. LOGGING CATEGORISATION: Business service: BEC - Windows Device Configuration item: hostname Category: Devices Subcategory: Hardware Assignment group: GIO-EUS-FS-ALCenter TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Canda, USA ENTITY:All except Airgas SYMPTOMS: This article describes how to process tickets related to INTELEX - Site & Facilities MdM in the United States and Canada. BEFORE YOU START: INTELEX is the solution to report IMS concerns in Air Liquide. Intelex is a software platform designed to help Air Liquide manage and improve their Environmental, Health, Safety, Quality (EHSQ) and Sustainability programs. It offers solutions for compliance tracking, incident reporting, risk management, auditing and Training and Qualification, helping businesses streamline operations, enhance safety and reduce risks. Air Liquide has implemented the 5 Intelex following products: Training and Qualification owned by HRSafety Management Global Solution owned by WBL ElectronicsMaster Data Management (Sites & Facilities) owned by SISQuality owned by WBL ElectronicsIndustrial Report and Sustanaibility owned by GID For access related queries, redirect user to the following documentation: Request for access: https://script.google.com/a/macros/airliquide.com/s/AKfycbyXDXizN402Ben-3rtaU1IMv0SdZk22mNdGD73DtmwLiuCxxmUUHB_iQ_zQaTUWmsW8/execAccess guide: https://docs.google.com/presentation/d/1j2wxW8j00MwXA1LZaKcAOK8I1xT421L_NliTtrICFV4/edit?slide=id.g10eb1757d46_394_132#slide=id.g10eb1757d46_394_132 Please note that this article only applies for the Americas (United States and Canada). STEPS: 1. Refer the end-user to this document about the Facility Modification Process: https://docs.google.com/presentation/d/1SlR9RbDg8pcg-UqF3bFIZQx_NhRiVM-ZSMgr9GEG3pQ/edit?usp=sharing 2. If the end-user requires further assistance, please redirect the user to the Solution Owner (Choon Meng Lim).3. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to solution owner / documentation. In case of blank ESS Incident submitted by the user: Business service: GIP - MDM Sites & Facilities Category: Application Subcategory: Support / Assistance Resolution notes: End-user redirected to existing documentation / Solution Owner
airliquide, ame, americas, boldizsar, canada, com, corp, english, facilities, intelex, intelex americas, intelex site & facilities mdm americas, intelex site & facilities mdm canada, intelexsite, intelexsite & facilities mdm ame, intelexsite & facilities mdm usa, mdm, site, site & facilities mdm, toth@am, usa
NaN
KB0018066
Gmail - Missing Smart Features
English
boldizsar.toth@am.corp.airliquide.com
6
Daniela PJETRI-SC
Uncategorized
Published
2025-10-06 18:58:25
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
2
2025-10-06 18:57:56
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Missing some smart features in Gmail such as the RSVP buttons on Calendar invitations on Gmail. POSSIBLE CAUSES: Gmail smart features update may have restored default settings. User may have accidentally skipped opting in. BEFORE YOU START: This is an expected behavior, users will need to go to Gmail settings. STEPS: You can find the Smart Features in the General Settings section. Enable Smart Features and accept the Terms and conditions. 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance with Smart Features In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot save document into PDF. STEPS: Choose print to PDF Creator function instead of save as PDF. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: computer name Category: Application Subcategory: Service / Assistance Resolution Notes: We saved the document as PDF. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, boldizsar, chrome, com, corp, creator, document, e-mail, english, gerhards, google, html, maik, pdf, pdf creator, print, print e-mail, save, save as pdf, to pdf, toth@am
NaN
KB0043184
Oracle R12 SAM Support Model
English
boldizsar.toth@am.corp.airliquide.com
4773
Elena TORTORICI
Uncategorized
Published
2025-09-29 14:07:45
5
GIO Service Desk
NaN
#########
NaN
BAM - Finance & ERP - Oracle SAM
NaN
NaN
NaN
4090
2025-07-07 18:11:20
#########
NaN
BAM-APP-L2-ORACLE-R12-SOA
REGION:AMER ENTITY:BIS AMER SYMPTOMS: This article describes the Oracle SAM Support Model. Oracle is one of the Air Liquide ERP. SAM (South America) instance is in use in entities from the following countries: ChileUruguayArgentina BEFORE YOU START: Make sure End User is contacting for issues or requests related to Oracle SAM instance. End Users from the BSC (ALABS) use both NAM and SAM instances, always confirm which instance is the End User contacting for. (If user is not sure if the account is NAM or SAM, kindly request for the URL that is using to login to the account to determine weather the instance is NAM https://oracleprod.am.corp.airliquide.com or SAM http://alprd12ap.sa.corp.airliquide.com:8003/ Link to open R12 SAM in Spanish: http://alprd12ap.sa.corp.airliquide.com:8003/OA_HTML/RF.jsp?function_id=29765&resp_id=-1&resp_appl_id=-1&security_group_id=0&lang_code=ESA For Java issues follow KB0043164 If an end-user states that the site is opening in English instead of Spanish, ask them to log out of Oracle and set the language according to their preference on the logon page of the site. Oracle SAM related topics: APEX Vitalaire Mobile.Invoice Intake or AP Intake or Interface EDM.Awarenet Interface: make sure the End User is reporting issues with the Interface, in case the End User is reporting issues with Awarenet Application follow KB0039972.Alto Interface: make sure the End User is reporting issues with the Interface, in case the End User is reporting issues with Alto follow KB0010147.High Radius Interface: make sure the End User is reporting issues with the Interface, in case the End User is reporting issues with High Radius follow KB0015179.ABM de precios.Mercado Pago.Bancarizacion.Interface Citi or Citi Pago a Proveedores.Pantalla 360.Interface Bomi.Solicitud Alta de Proveedores. STEPS: Out of scope of the Service Desk, use Configuration Item and Business Service to determine the default routing rules to assign the tickets to the appropriate team. LOGGING CATEGORISATION: Ticket template to be used: AME - Oracle R12 SAM Business service: BAM - Finance & ERP - Oracle SAM Configuration item: Oracle R12.2.4 South America - LATAM - PROD Category: Applications Subcategory: According to issue reported Assignment group: BAM-APP-L2-Finance & ERP - SAM TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
360, abm, access, airliquide, alta, alto, america, ap, apex, apex issues or requests must be routed to bam-app-l2-finance & erp - sam \n vitalaire mobile.\n invoice intake or ap intake or interface edm.\n awarenet interface: make sure the end user is reporting issues with the interface, application, argentina, awarenet, bam-app-l2-finance, bancarizacion, boldizsar, bomi, case, change, chile, citi, com, corp, de, edm, elena, end, english, erp, follow, high, in case the end user is reporting issues with alto follow kb0010147.\n high radius interface: make sure the end user is reporting issues with the interface, in case the end user is reporting issues with awarenet application follow kb0039972.\n alto interface: make sure the end user is reporting issues with the interface, in case the end user is reporting issues with high radius follow kb0015179.\n abm de precios.\n mercado pago.\n bancarizacion.\n interface citi or citi pago a proveedores.\n pantalla 360.\n interface bomi.\n solicitud alta de proveedores.\n r12 spanish, intake, interface, invoice, issue, issues, kb0010147, kb0015179, kb0039972, language, make, mercado, mobile, model, must, oracle, oracle language, oracle sam, oracle spanish\n change language, oracler12, pago, pantalla, password, precios, proveedores, r12, r12 language, radius, reporting, request, requests, routed, sam, sam language, software, solicitud, south, southamerica, spanish, support, sure, tortorici, toth@am, uruguay, vitalaire
NaN
KB0053725
Citrix Director - How To Assist AME Users
English
boldizsar.toth@am.corp.airliquide.com
379
Alfonso BIUSS
Uncategorized
Published
2025-07-29 17:51:46
4
GIO Service Desk
NaN
#########
5.00
GIO-CS-AMER-Application and Desktop Virtualization
NaN
NaN
NaN
55
2025-07-29 17:49:27
#########
NaN
GIO-CS-AMER-CITRIX-L2
REGION:Americas ENTITY:BIS AMER SYMPTOMS: This article aims to describe how to log into and use the Citrix Director tool to assist end-users in the Americas with Citrix issues. BEFORE YOU START: The the AME Partners Citrix environment there are two instances available for the Citrix Director portal, one for Airgas users and one for all other entities. You can access the two instances using the below icons: Alternatively, you can reach the Citrix Director instance you need by pasting one of the below links into your browser within Citrix: For Airgas: https://argdirector.am.corp.airliquide.com For Air Liquide: http://sina-ctxdir/Director Upon opening the portal you need, you need to sign in with your ADM account. The domain should be set to US-AIRLIQUIDE STEPS: I. Monitoring user sessions: 1. Use the Search bar to find a user by user ID. 2. Review session details. If a user does not have a session open, you will see the below message: If a user has an active session, you will see that their status is 'Connected' and you will see a list of the applications they currently have open in Citrix. 3. You can check resource usage and latency by clicking on the 'Details' option on the top right, this can be useful if the user is reporting slowness within their Citrix apps. Latency should be below 200 ms, if it is higher, the user will notice certain slowness. High latency typically indicates issues with the user's connection. It is worthwhile to perform a speedtest on the user's network to see if it has to do with their local connection and perform basic network connectivity troubeshooting on the PCThe value for ICA RTT is always going to be higher than the latency as it is also adding the Citrix server's response time to the user's latency. If the ICA RTT value is significantly higher than the value of the ICA Latency, it can indicate issues with the server and in such cases, it is likely that a ticket needs to be raised to the Citrix Team. In such cases, always take the appropriate screenshot like the one below and also highlight the server information in the ticket (seen at the top left section of the below screenshot). II. Troubleshooting scenarios: 1. A single application is slow/freezing/unresponsive: Search for the user within Citrix Director and open the 'Details' section at the top rightGo to the 'Activity Manager' panel on the left and select the 'Applications' tabSelect the application in question and click on 'End Application'This will force-close the application on the user's end and the user can then try to open it again 2. A single user cannot log in/cannot open any of their apps: Search for the user within Citrix Director to see if they have any stuck sessionsIf they do, click on 'Log Off' and ask the user to try againIf the issue persists, click on 'Reset Profile' and ask the suer to try againIf the issue persists, reinstall Citrix Workspace on the user's PC - use g_01645_citrix_workspace-app-24.2.1003.3_ml_48Command to use if you want to install via cmd: "C:\Program Files (x86)\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/ OR"C:\Program Files (x86)\bmc software\bbca\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/ 3. Multiple users cannot log in/cannot open any of their apps: Escalate the ticket as per below categorization using the indicated Assignment Group 4. Apps randomly closing: If a user is reporting performance issues/slowness with Citrix apps, in particular with SAP, or if the user is reporting that the given app suddenly closes sporadically, check the following: 1. Verify the computer model by asking for the computer´s Hostname and checking the Service Tag on dell.com a) If the model is Dell Latitude 5x50 (most common model is 5450), update the display driver of the PC from the Intel website following this link: https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html? b) If the model is not from the 5x50 series, update the display driver of the PC from dell.com under Drivers & Downloads 2. If after the update the user states that even though performance improved, the app keeps closing itself, explain to the user that the issue is most likely due to issues with the network they are using. Citrix apps are prone to disconnect if the user has momentary interruptions on their network that they might otherwise not even notice. Steps to follow: In any case, check Latency of user on Citrix Director and look out for spikes in latency. Document findings in your ticket with screenshot(s)Check version of Citrix Workspace. Version should be 24.x If version is lower, download and install latest available version from https://www.citrix.com/downloads/workspace-app/3. Ask the user to do the following checks: Check if they can use a different zone in Ivanti (South to North or North to South)Ask user to use a network cableAsk user to take the router as far away as possible from other electronic devices in the houseAsk user to check with their Internet Service Provider (ISP) and report microcuts LOGGING CATEGORISATION: Business service: GIO-CS-AMER-Application and Desktop Virtualization Configuration item: For Airgas Citrix:Citrix XenApp - AIRGAS - PRODFor AL AME Citrix:Citrix XenApp AL - AMER - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-CS-AMER-CITRIX-L2 Resolution Notes: User Citrix session reset / Citrix application closed and reopened. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
LMS / TMS / My Learning - Training materials are not opening, Flash player issue
English
boldizsar.toth@am.corp.airliquide.com
405
Maik GERHARDS
Uncategorized
Published
2025-09-29 14:32:12
6
GIO Service Desk
NaN
#########
3.33
GIO - PCI - myHR Help & Request
NaN
NaN
NaN
518
2025-05-05 19:15:47
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is not able to open presentations, training materials, PDF, that require Adobe Flash Player in Chrome and in IE in LMS/ TMS /E-learning system / My Talent System / Learning management. BEFORE YOU START Adobe flash is not supported and not working anymore in Chrome since the 6th of January 2021. Not working in Chrome Browser or ChromeOS starting in version 88 (eta. January 2021) Official information here : https://support.google.com/chrome/answer/6258784?hl=en STEPS: Redirect user to the owner of the training module to acquire information on the technical prerequisites for being able to launch it. LOGGING CATEGORISATION: Business Service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Bug / Defect Resolution notes: Service desk will guide the user to contact the owner of the training module for assistance TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: An end user would like to request an extension number for Bell BTC Soft Phone or they need a new password for the application. BEFORE YOU START: Bell BTC is a softphone application that users will use to make phone calls. This application replaces physical phones at their desks. Users log into the application via a username and password: Example: STEPS: If the user needs an Extension number assigned to them or they cant remember the password for logging in, log a ticket based on the below categorization and send it to the indicated assignment group. LOGGING CATEGORISATION: Ticket template to be used: AME - Bell BTC - Issue/Request Business service: GIO - NET - Office Telephony Configuration item: Other Category: Application Subcategory: Access / Right Assignment group: GIO-NET-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot hear any sound from a specific browser. POSSIBLE CAUSES: The browser sound is disabled or the computer had an update. BEFORE YOU START: Open a site where you can play a sound from google chrome and edge, if user is able to hear from one of both, you can follow next steps for troubleshooting. STEPS: 1. Search for sound mixer options from windows searchbar. 2. Search for browser and set the volume to 100. 3. Try to play a sound again from browser to verify if sound is working properly after troubleshooting. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - [WINDOWS] Sound/speaker issue Business service: GIO - EUS - UWP - Windows OS Configuration item: HOSTNAME Category: Application Subcategory: Support / Assistance Resolution Notes: User was able to hear from Edge/Chrome browser after troubleshooting. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
able, airliquide, boldizsar, browser, com, corp, disabled, english, gerhards, hear, maik, mixer, no, not, not able to hear, software, sound, sound disabled, sound mixer, speakers, toth@am, volume, windows, windows no sound from browser
NaN
KB0043225
Google Calendar - set up reminders
English
boldizsar.toth@am.corp.airliquide.com
20
Harold OUSSET
Uncategorized
Published
2025-07-30 6:10:01
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
6
2025-06-09 21:35:39
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to set up reminders in Google Calendar before their meetings. STEPS: Click on the gear icon on the top of calendar.google.com and click "Settings" from the pulldown.On the left side find "Settings for my calendars" and click on the calendar you want to modify.Once you're in that calendar's settings, find "event notifications."From there you can change the timing of the notifications or add a second, third, or even fourth reminder. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: CalendarContext: Assistance with reminders In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, boldizsar, calendar, com, corp, english, google, harold, notification, ousset, reminder, reminders, set, setup, toth@am, up
NaN
KB0053461
Amazon - PTV - Interface or HDR/Remitos Issues
English
boldizsar.toth@am.corp.airliquide.com
8
Edgardo AYALA
Uncategorized
Published
2025-10-01 17:22:32
4
GIO Service Desk
NaN
#########
NaN
BAM - Finance & ERP - Oracle SAM
NaN
NaN
NaN
2
2025-10-01 17:22:22
#########
NaN
BAM-APP-L2-Finance & ERP - SAM
COUNTRY:Argentina, Chile, Mexico ENTITY:AMER SYMPTOMS: This article describes the steps to follow in case an end-user reports an Interface or HRD/Remitos issue with the Amazon PTV application. BEFORE YOU START: PTV is an application used in Argentina, Chile and Mexico. For application installation and initial configuration, please check KB0053451 - Amazon - PTV - Application Installation For password issues or functional issues within the app, please check KB0053459 - Amazon - PTV - Assistance with Password Issues and Functional Issues STEPS: If an end user reports an Interface or HDR/Remitos issue with PTV, log an incident based on the below categorization and assign accordingly. LOGGING CATEGORISATION: Business service: For Argentina and Chile: BAM - Finance & ERP - Oracle SAMFor Mexico: BAM - Finance & ERP - Oracle NAM Configuration item: Oracle R12.2.4 South America - LATAM - PROD Situation: Performance issues [Incident] Assignment group: For Argentina and Chile: BAM - Finance & ERP - Oracle SAM For Mexico: BAM - Finance & ERP - Oracle NAM TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: New Layout options Split Screen, depending on number of meeting participants. Ability to change the layout of the Google Hangout Meet. BEFORE YOU START: Google Meet is an improved version of our current Hangouts. Use Google Meet to hold video meetings with people inside your organization. You can join from a computer or mobile device, or from a conference room. STEPS: Layout options Auto Allow Meet to choose the layout for you.Tiled When there is no presentation, this layout shows up to 4 equal-sized images of meeting participants. When there is a presentation, the presentation is shown in a larger format with up to three speakers shown alongside it.Spotlight Full-screen layout with the option to display the presentation, active speaker, or participant you pin. When you pin a participant or presentation, theyre always visible. Sidebar One main image of a participant or the presentation. The images of other meeting participants are on the side. How to change the layout: 1. Click the three dots in the bottom of the right corner 2. Choose "Change layout" option 3. Click the preferred layout option https://support.google.com/meet/answer/9292748?hl=en https://support.google.com/meethardware/answer/9295022?hl=en 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: MeetContext: Assistance with layout In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, anywhere, auto, boldizsar, calendar, captions, celebrate, chantge, code, collaborate, com, computer, conference, conferencing, connect, corp, device, dots, english, enter, everyone, full, global, google, google hangouts meet hangouts split screen layout options presenation meeting participation speakers images auto tiled spotlight sidebar computer join device mobile conference room organization hold video people microphone speaker visible kite three dots 3 global secure conferencing everyone connect collaborate celebrate anywhere new enter a code nickname calendar chantge layout whiteboard settings full screen turn captions problem, hangouts, hardware, harold, hold, images, join, kite, layout, meet, meeting, microphone, mobile, new, nickname, options, organization, ousset, participation, people, presenation, room, screen, secure, settings, sidebar, speaker, speakers, split, spotlight, three, tiled, toth@am, turn, video, visible, whiteboard
NaN
KB0024427
WINDOWS - We can't sign you with this credential because your domain isn't available
English
boldizsar.toth@am.corp.airliquide.com
1488
Maik GERHARDS
Windows - Storage / Performance
Published
2025-08-27 16:07:37
4
GIO Service Desk
NaN
#########
4.00
GIO - EUS - Service Desk
NaN
NaN
NaN
777
2025-08-27 16:05:00
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to log in to their Windows account due to error message indicating 'We cant sign you with this credential because your domain isnt available'. POSSIBLE CAUSES: Synchronisation issue of the credentials. BEFORE YOU START: Check if the user is connected to Air Liquide network, and ask what type of connection they use (whether user is in the office using LAN/Wifi) or if they are only connected to external network. STEPS: ALWAYS MAKE SURE THAT USER IS CONNECTED TO THE AL NETWORK, YOU CAN TROUBLESHOOT LAN CABLE,In all cases, ask for the hostname of the PC and check in Active Directory whether the PC in question is on the domain or ask L1.5 to check! How to check if PC is on the domain:1) Go to Active Directory and make sure to tick Advanced Features in View option.2. Search for the hostname.3. Double click on the hostname OR right click/Properties.4. On the Object tab, check Canonical name of object. If it says 'ToBeDeleted' or seems to be different than the user's entity, we can assume that the PC is not on the correct domain. In this case, proceed as per KB0011365!! If the PC is on the correct domain, proceed as per the following: 1. Check if the user is really connected to network. (Ask the user to check cable, crosscheck with another cable, on login screen check the network icon, ping the PC in CMD as per relevant network troubleshooting KBs)2. Try to switch connection method if possible (example, if user says they are connected via Wifi, ask them to connect with a cable).3. After the PC is correctly connected to the Air Liquide network user should be able to access Windows with their credentials.4. If even after the connection checks the user is unable to sign in, try to assist the user as if they were working remotely based on KB0023599 - Windows Account - out of office password reset LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: Hostname Category: Network Subcategory: Access issue Resolution Notes: User was able to access Windows with his credentials after the PC was connected to the Air Liquide network TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, available, because, boldizsar, can, check, check domain, com, connection, corp, credential, domain, english, gerhards, isn, log, log in, login, maik, network, not, not available, out, out of domain, password, sign, software, toth@am, we, wifi, windows, you, your
NaN
KB0011557
Checkpoint Endpoint Security VPN - authentication setup of VPN Client
English
boldizsar.toth@am.corp.airliquide.com
71
Kelly SOMMERFELD
Uncategorized
Published
2025-09-29 14:32:11
5
GIO Service Desk
NaN
#########
5.00
GIO - SEC - Secure Remote Access For Partners
NaN
NaN
NaN
131
2025-07-29 20:15:00
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: User from industrial department can lot log in to Checkpoint VPN client, getting error with authentication. BEFORE YOU START: Crosscheck on PC of user the correct setup of authentication of Checkpoint VPN Client. If setup is correct on the PC, no issue with 1TimePass access code generation, user should send an email to : WwGIO-IT-CS-IaaS If application issue, reinstall Checkpoint via BBCA, if does not solve check article Checkpoint Endpoint Security VPN application basic info and support contact info STEPS: Right click on the Endpoint CheckPoint icon Select VPN Options Select vpn.alidaho.com and click on Propreties Select tab "settings" In the authentication dropbox method, chose the following method:- Username and Password For information: with the 1TimePass solution, no PIN code is required anymore at the Check Point EndpointSecurity level. 1TimePass will generate the access code, only the access code has to be used, not pin+code. If setup is correct on the PC, no issue with 1TimePass access code generation, the user should send an email to : wwgio-perimeter-sec-services-l3@airliquide.com If application issue, reinstall Checkpoint From BBCA , if does not solve check article Checkpoint Endpoint Security VPN application basic info and support contact info LOGGING CATEGORISATION: Business Service: GIO - SEC - Secure Remote Access Category: Application Subcategory: Support / Assistance Resolution Notes: Redirected user to write an email to wwgio-perimeter-sec-services-l3@airliquide.com. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: The following article describes the process for providing support for issues reported about the Bell BTC Softphone application BEFORE YOU START: MONTREAL HEAD OFFICE PHONE LINES ARE NOT AVAILABLE ANYMORE AND ALL USERS WERE INFORMED ABOUT THE CHANGE. IF A USER FROM MONTREAL HO CONTACTS REPORTING PHONE LINES ISSUES, KINDLY INFORM ABOUT THIS AND RESOLVE THE TICKET AS INFORMATIVE Bell BTC is a softphone application that users will use to make phone calls. This application replaces physical phones at their desks. Users log into the application via a username and password: Example: The application will already be installed on the user's machine via these packages: n_00029_bell_total-connect-22.7.13.399_fr_16 (French) N_00027_bell_total-connect-22.7.13_en_16 (English) STEPS: In case of functional issues within the app, open an incident based on the below categorization. LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-NET-SUPPORT-L1 Resolution Notes: Reinstalled Bell BTC application. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
airliquide, ame, bell, bell btc soft phone - ame office telephony desk phone telephone deskphone softwphone gio-net-legacy-tele-nam net legacy tele nam bell btc bell total connect software softphone bell total connect bell btc soft phone, boldizsar, btc, com, connect, corp, desk, deskphone, english, functional, gio-net-legacy-tele-nam, issues, khalid, khan, legacy, nam, net, office, phone, soft, softphone, software, softwphone, tele, telephone, telephony, total, toth@am
NaN
KB0015924
Chrome OS Device - Hardware / Software issue diagnostic by CROSH
English
boldizsar.toth@am.corp.airliquide.com
60
Maik GERHARDS
Uncategorized
Published
2025-07-29 19:49:52
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Chrome OS
NaN
NaN
NaN
35
2025-07-22 19:55:04
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is experiencing and probable hardware or software related issue on a Chrome OS Device (Chromebook/Chromebox) POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: KB directed to L1.5 / L2. Press the Ctrl + Alt + t keys to launch CROSH on user`s Chrome OS Device. Please note: CROSH commands are case sensitive. For example, if you type help_Advanced, it will bring up an error message. But if you type help_advanced, CROSH show you the output. STEPS: Help Commands Command Purpose exit Exit Crosh Shell help Display this help. help_advanced Display the help for more advanced commands, mainly used for debugging. ping [-c count] [-i interval] [-n] [-s packetsize] [-W waittime] < destination > Send ICMP ECHO_REQUEST packets to a network host. If < destination > is "gw" then the next hop gateway for the default route is used. It works just like the ping command on other operating systems. Press Ctrl+C to stop the ping process or halt any other command in Crosh. ssh [optional args...] Starts the ssh subsystem if invoked without any arguments. "ssh < user > < host >", "ssh < user > < host > < port >", "ssh < user >@< host >". or "ssh < user >@< host > < port >" connect without entering the subsystem. ssh_forget_host Remove a host from the list of known ssh hosts. This command displays a menu of known hosts and prompts for the host to forget. top Sets the chapsd logging level. No arguments will start verbose logging. Help_Advanced Commands Command Purpose battery_test [< test length >] Tests battery discharge rate for given number of seconds. No argument will default to 300s test. bt_console [< agent capability >] Enters a Bluetooth debugging console. Optional argument specifies the capability of a pairing agent the console will provide; see the Bluetooth Core specification for valid options. chaps_debug [start | stop | < log_level >] Sets the chapsd logging level. No arguments will start verbose logging. connectivity Shows connectivity status. experimental_storage < status | enable | disable > Enable or disable experimental storage features. ff_debug [< tag_expr >] [--help] [--list_valid_tags] [--reset] Add and remove flimflam debugging tags. memory_test Performs extensive memory testing on the available free memory. modem < command > [args...] Interact with the 3G modem. Run "modem help" for detailed help. modem_set_carrier carrier-name Configures the modem for the specified carrier. network_diag [--date] [--link] [--show-macs] [--wifi] [--help] [--wifi-mon] < host > A function that performs a suite of network diagnostics. Saves a copy of the output to your download directory. network_logging < wifi | cellular | ethernet > A function that enables a predefined set of tags useful for debugging the specified device. p2p_update [enable | disable] Enables or disables the peer-to-peer (P2P) sharing of updates over the local network. This will both, attempt to get updates from other peers in the network and share the downloaded updates with them. Run this command without arguments to see the current state. rlz < status | enable | disable > Enable or disable RLZ. rollback Attempt to rollback to the previous update cached on your system. Only available on non-stable channels and non-enterprise enrolled devices. Please note that this will powerwash your device. route [-n] [-6] Display the routing tables. set_apn [-n < network-id >] [-u < username >] [-p < password >] < apn > Set the APN to use when connecting to the network specified by < network-id >. If < network-id > is not specified, use the network-id of the currently registered network. set_apn - c Clear the APN to be used, so that the default APN will be used instead. set_arpgw < true | false > Turn on extra network state checking to make sure the default gateway is reachable. set_cellular_ppp [-u < username >] [-p < password >] Set the PPP username and/or password for an existing cellular connection. If neither -u nor -p is provided, show the existing PPP username for the cellular connection. set_cellular_ppp -c Clear any existing PPP username and PPP password for an existing cellular connection. sound < command > < argument > Low level sound configuration. Can be used to play/record audio samples and enable beam forming on Pixel. "sound beamforming < on | off >" will enable/disable the feature. "sound record [duration]" will start recording. "sound play < filename >" will play the recorded audio samples. storage_status Reads storage device SMART health status, vendor attributes and error log. storage_test_1 Performs a short offline SMART test. storage_test_2 Performs an extensive readability test. syslog < message > Logs a message to syslog. tpcontrol {status | taptoclick [on|off] sensitivity [1-5] | set < property > } tpcontrol {syntp [on|off]} Manually adjust advanced touchpad settings. tracepath [-n] < destination >[/port] Trace the path/route to a network host. update_over_cellular [enable|disable] Enables or disables the auto updates over cellular networks. Run without arguments to see the current state. upload crashes Uploads available crash reports to the crash server. wpa_debug [< debug_level >] [--help] [--list_valid_level] [--reset] Set wpa_supplicant debugging level. xset m [acc_mult[/acc_div] [thr]] xset m default Tweak the mouse acceleration rate. xset r rate [delay [rate]] Tweak autorepeat rates. The delay is the number of milliseconds before autorepeat starts. The rate is the number of repeats per second. xset r [keycode] < on|off > Turn autorepeat on/off. If keycode is specified, it affects only that key. If not specified, it affects global behavior. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Configuration item: Serial number of the Chrome Device Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AME-L1.5 / GIO-EUS-SD-APAC-L1.5 / GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Intelligent HUB - Applications available in KITE/APP store
English
boldizsar.toth@am.corp.airliquide.com
70
Alexandre BONNAIRE
Uncategorized
Published
2025-07-30 6:16:35
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
47
2025-07-23 18:36:06
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Applications available in KITE/APPstore STEPS: Identify the target device, as per KB0013839 and guide the installation via the console of Intelligent Hub. Please verify if the app is part on the store : https://airliquide.service-now.com/myitcorner?id=emp_taxonomy_topic&topic_id=3720702987d4791492b5646e8bbb3589 *NOTE: There are some applications that are not included in this list as the following ones. Those applications requests license and need to be installed remotely by the local IT. These users needs Comex access. Most of them are based in Paris Quai D'Orsay. - Nebo - Notability LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Application Subcategory: Installation / Deployment Assignment group: GIO-EUS-SD-EUROPE-L1 / or GIO-EUS-SD-EUROPE-L1.5 for Notes and Notability apps Resolution Notes: Application was successfully installed on the user`s device. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1, L1.5
My IT Corner -Upgrade your device with hardware modification (get more RAM)
English
boldizsar.toth@am.corp.airliquide.com
126
Laurence AZERRAD
Uncategorized
Published
2025-09-29 14:51:56
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
109
2025-06-09 19:50:56
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User needs to upgrade his/her RAM or Hard Drive. BEFORE YOU START: The Service is limited to installation only. User must purchase parts BEFORE submitting this request. User can contact Local Procurement or IT Approval or Budget Approval for the purchase of items. STEPS: Have user go to to My IT Corner: select: Home - End User Catalog - Devices & Telephony - Windows Desktop - Upgrade your hardwareFill the form and click on Order Now After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Hardware Resolution Notes: Show where to go request submitted.
-upgrade, airliquide, azerrad, boldizsar, com, corner, corp, device, english, get, get more ram, hardware, laurence, modification, more, my, my it corner, myitcorner, ram, toth@am, upgrade, upgrade your device, your
NaN
KB0043060
Gideons - barcode assignment issue
English
boldizsar.toth@am.corp.airliquide.com
61
Krzysztof LOPATA
Uncategorized
Published
2025-07-30 5:54:18
5
GIO Service Desk
NaN
#########
NaN
EE Cylinder Tracking
NaN
NaN
NaN
10
2025-07-28 20:32:06
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION:TURKEY, ROMANIA, BULGARIA ENTITY:ALL SYMPTOMS: User reports barcode assignment issue in Gideons Europe application. STEPS: Collect all the necessary information and dispatch an incident to GIO-EUS-SD-GIDEONS-L1.5. LOGGING CATEGORISATION: Business service: EE Cylinder Tracking Configuration item: GIDEONS - Europe - PROD Category: Application Subcategory: Bug / Defect Assignment group: GIO-EUS-SD-GIDEONS-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1,5
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: This is an article to describe how to log in to the computer's local administrator session (GIOLac) in certain cases for troubleshooting reasons. This only applies for Windows 11 machines. For Windows 10 please use KB0014745. Among others, the following situations can happen when this connection is required: at the Windows login page the user can only see a profile called "GIOLac" without the possibility to change user. This can come up after a migration or remasterisation of a PC. The user receives an error message on the login screen that states that the PC is out of the domain, although the PC is in the right Organizational Unit (OU) in Active Directory.Windows profile of the user is corrupted Out of office password reset STEPS: Username: .\giolac Password: By default, the password is: Please contact with Floorwalker (After the domain join, this password will be automatically reset, and we can check it in AD) HOW TO CHECK PASSWORD ON WINDOWS 11? 1. METHOD: Active Directory After the domain join, the default password will be automatically reset (some exceptions!).You can check the actual password in the Active Directory. Open the computer object and navigate to the tab LAPS. The Password for the GIOLac account can either be shown in clear text by clicking on Show password or copied to the clipboard by clicking on Copy Password If no password is shown, use the default password. 2. METHOD: PowerShell command In a powershell prompt (ADM account!), run the following command : Get-LapsADPassword -Identity -AsPlainText Example : Please note that the LAPS-UI is no longer supported by Microsoft and can not be used to view the PW on Windows-LAPS computers 3. METHOD: Checking the Attribute Editor tab in AD The Attribute Editor tab is not visible if you just search for the PC name in Active Directory. How to make the Attribute Editor tab visible: Make sure Advancced Features is enabled in AD's View menu Look for the PC, go to the OBJECT tab and note down the OU path of the PC Close the small search window and look for the PC through the left hand panel of AD following the OU path Open the PC's Properties from the list of the computers appearing in the OULook for the "msLAPS-Password" option, it contains the password. Doubleclick the option and in the small window check the last portion of the text, the password will be between the last pair of quotation marks as highlighted below: If the value of "msLAPS-Password" is "not set", use the default GIOLAC password. 4. METHOD: Look for the password in the LAPS UI tool The expectation on Windows 11 is that the GIOLAC password should be found on AD. Only use this method for Windows 11 PCs if you do not find any password in AD, the password found in the LAPS UI tool might be outdated already. 5. METHOD: Accessing Windows LAPS via Nested Citrix Session with Admin Credentials (Budapest SD Only)Note: Eventually all the citrix Servers will be updated to a supported OS version. Then RSAT tools can be used directly within the first citrix session. Use this method when you log in to the Citrix environment using a standard (non-admin) AD account, and need to perform LAPS operations using administrative credentials inside a second Citrix session within. Steps: Log in to the clientless Citrix environment, using your standard AD user account credentials.Launch a second Citrix session with administrative access within the first Citrix sessionFrom Admin Citrix session, open Active Directory Users and Computers LAPS applicationRetrieve LAPS password Windows LAPS Support Matrix:Note: Old version of LAPS UI or RSAT may not correctly detect or support newer LAPS features. Windows 10 OS VersionLAPS SupportMin. OS Build? 1803? NO1809?? UPDATE17763.42521903? NO1909? NO2004? NO20H2?? UPDATE19042.284621H1? NO21H2?? UPDATE19044.284622H2? YES19045.2846 Windows 11 OS VersionLAPS SupportMin. OS Build21H2?? UPDATE22000.181722H2?? UPDATE22621.155523H2? YES24H2? YES Windows Server OS VersionLAPS SupportMin. OS Build? 2016? NO2019?? UPDATE17763.42522022?? UPDATE20348.166823H2? YES2025 (future)? YES HOW TO CONNECT? 1. We need to try to connect to the PC by using GIOLac credentials in the VNC (instead of adm account). 2. If the connection doesn't work, we need to ask the user to access the GIOLac account. For this, we have to communicate the username and the password to the user (after completing, click the expire now button to trigger a password change). Write in the resolution notes that you used GIOLac to solve the issue. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
Intelligent Hub - How to switch from Mixed usage to Business only
English
boldizsar.toth@am.corp.airliquide.com
106
Alexandre BONNAIRE
Uncategorized
Published
2025-07-30 6:16:37
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
78
2025-07-29 17:15:51
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is not willing to use his/her corporate smartphone/tablet for private purposes and would like to enrol the device with "Business Only" usage. BEFORE YOU START: Please note that the enrolment with "Business only" profile is available for Android ONLY. STEPS: 1. Go to CARM 2. Click My access >Mobile Device Access 3. Uncheck the box Mixed Usage and select Business Only 4. Choose how many devices you wish to enroll 5. Enter a justification press Submit 6. Once the request is approved, unenroll from Mixed Usage and enroll with Business Only profile. PLEASE NOTE, this action requires to reset the mobile device to factory settings. Make sure the users saved all their important data on Google Drive beforehand. 7. Unenroll from Mixed Usage - Follow KB0013851 8. Implement Factory Reset on the device 9. Enroll to Intelligent Hub with Business Only usage - Android: KB0014618 / iOS: KB0027618 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile Device Enrollment Assistance Request details: Enrollment type: According to the caseOS Type: According to the caseReason: According to the case In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrolment Resolution Notes: Mobile Device Enrollment Assistance form submitted.
airliquide, alexandre, android, boldizsar, bonnaire, business, com, corp, english, how, how to switch from mixed usage to business only, hub, intelligent, mixed, only, switch, to, toth@am, usage
NaN
KB0041207
Canon UniFlow ONLINE Printer - Register a badge or token
English
boldizsar.toth@am.corp.airliquide.com
2180
Dafne FRANCO-SC
Printing / Devices
Published
2025-07-30 11:49:44
5
GIO Service Desk
NaN
#########
3.00
GIO - EUS - MPS
NaN
NaN
NaN
756
2025-07-14 18:14:42
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY:GLOBAL ENTITY:ALL SYMPTOMS: User needs to link Badge or token to their UniFlow Online account. User tries to print on the new UniFlow Online printer but it is asking for PIN or Badge. BEFORE YOU START: This troubleshooting is to be done only once and does not need to be redone at each printing. These actions will allow to print from laptop/desktop to Canon printers with badge or token. Users must have created UniFLOW Online account. If not consult these tutorials, depending on the device: Learn to install Canon uniFLOW Online on your Laptop/Desktop UniFLOW Online PIN code was received via email when user was registered with uniFLOW Online Ask user to have Badge handy.The new Canon printers must have been delivered, the printer on which users will record their badge or token must be equipped with a card reader Always gather next information: Printer name (if ip was provided you can run an nslookup in the AL environment for the printer name)Printer IP address (if printer name was provided you can run an nslookup in the AL environment for the ip address)Serial NumberPrinter Make and ModelComputer name & IP addressUser's actual location (should had been verified at the beginning of the call)Documentation of where was driver downloaded from and actual driver name installedCorrespondent ticket documentation, what was done, what was attempted. STEPS: 1.- Get your uniFLOW Online Pin code by one of the following methods: Recovery via e-mails received You can find the codes in the emails you received when you enrolled in uniFLOW Online. The email we are interested in is titled "uniFLOW Online PIN". Recovery via uniFLOW Online dashboard If you can't find this email, you can connect to this link to find your codes: https://fr3218238.eu.uniflowonline.com Please select "Air Liquide KITE Account". To show your PIN code, please click on the three small dots in the PIN sub-section and select "Show PIN code". 2.- Go to your new Canon printer and place badge or token on the card reader. 3.- A message that will ask you to enter a code should appear. Please enter your PIN code then select "Login". 4.- You have successfully registered your card or token. You can log out by clicking "Log Out" or by placing your card back in the car reader. 5.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: MPS - CanonModel/brand of the target printer: Uniflow In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Printer name Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.
account, airliquide, america, badge, boldizsar, canada, canada printer uniflow uniflow online printer badge token pin print printing unable to print new printer canada site, canon, com, corp, dafne, english, franco-sc, link, link badge or token to their uniflow online account, new, online, pin, print, printer, printing, register, site, their, token, toth@am, unable, uniflow, uniflow canada, uniflow online, uniflow online america
NaN
KB0013849
Intelligent HUB - Sync device in the WorkSpace Admin Console
English
boldizsar.toth@am.corp.airliquide.com
114
Robert BOLTON
Windows - Storage / Performance
Published
2025-07-30 6:16:36
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
54
2025-07-29 18:37:31
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Synchronize the selected device with the AirWatch Console, aligning its Last Seen status. It will not sync user data, no profile updates and no apps will be installed. STEPS: Sync device Identify the target deviceGo to Detail View, click More ActionsClick Sync device Nothing happens on the phone to identify that a sync takes place.No apps will be install or uninstall. First of all you need to identify the target device as per : KB0013839 then You will now see the Detail View of target device. Click on More Actions at the right upper corner Click on Sync device A warning message will appear to ensure that you really want to sync device, --> click OK In few moments you will get the message that action was saved successfully. Nothing else happens on phone. Nothing visible to identify, that a sync takes place. Please note: No sync of data, No profile updates. No apps will be un- or install. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile Device Enrollment Assistance Request details: Enrollment type: According to the caseOS Type: According to the caseReason: Assistance with syncing mobile device. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrolment Resolution Notes: Mobile Device Enrollment Assistance form submitted.
Delegated Mailbox - rename, add/remove alternate address, modify display name
English
boldizsar.toth@am.corp.airliquide.com
197
Harold OUSSET
Uncategorized
Published
2025-07-30 11:08:51
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
40
2025-07-07 20:30:10
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling regarding a Delegated Mailbox/Shared Mailbox that it should be renamed or an alternate email address should be added/removed or the display name should be modified. BEFORE YOU START: Make sure the user calling has access to the concerning Delegated Mailbox/Shared Mailbox. STEPS: Redirect user to My IT Corner to raise the request "Update a Delegated Mailbox settings". Path of the request: Home > Applications > Group Essentials > Google Workspace > Set up a delegated mailbox URL of the request: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=33b75c2437b87f40e1a4cea954990ea6&sysparm_category=ee946e464f6a9a009864ca1f0310c712 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: According to the case Resolution Notes: MyITCorner Assistance request submitted.
ADP - Connecting to the Americas Data Platform from PowerBI Desktop
English
boldizsar.toth@am.corp.airliquide.com
139
Golbou SHARIATMADAR
Uncategorized
Published
2025-09-29 14:32:24
5
GIO Service Desk
NaN
#########
NaN
BAM - ATLAS - Finance
NaN
NaN
NaN
35
2025-06-04 16:36:41
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:AME ENTITY:BIS AMER SYMPTOMS: A business user needs to connect to the Americas Data Platform How does a user access their data on Power BI POSSIBLE CAUSES: User/account is not connected to the Production environment and access data within the ADP on Power BI BEFORE YOU START: This section is to guide the user to connect to the Production environment and access data within the ADP. This only applies to Power BI Desktop. Please note that the Azure Analysis Services models will be available for use between 8 am ET to 7 pm ET daily (Monday to Sunday). Please note that the data in the ADP Production environment on a given day (N) will reflect the data from the previous day (N-1). All tickets under this scenario are to be handled by Service Desk L1, do not route. STEPS: 1. Open Power BI Desktop and select Get Data from the list of options presented upon opening 2. Click on Azure Analysis Services database 3. Copy and paste the following URL into the field labeled Server URL: asazure://aspaaseastus2.asazure.windows.net/aleaus2bigprodaasabic01 4. Sign in by selecting your am.corp.airliquide(may very upon region, eu.corp). 5. Click Save 6. A Navigator box will appear with the list of the data modules which you have access to from CARM 7. Select the data module which you would like to access, and it will open in Power BI with the relevant fields 8. Please note that when connecting to the data, you will only be able to access and visualize those according to the CARM privileges granted to you. To connect to the Excel cubes see ADP / ATLAS - Connecting to the new Hyperion from Excel ("GL Month Closing cube") (AME) If unable to get user connected and need to escalate ticket, gather required information specify in ADP - Necessary Information to Open a Ticket for Americas Data BI Team before routing ticket LOGGING CATEGORISATION: Ticket template to be used: AME - Americas Data Platform Business service: BAM - ATLAS -... see list of business services when creating the ticket, according to affected module (You may consult with the user the appropriate module to be selected) BAM - ATLAS - FinanceBAM - ATLAS - InventoryBAM - ATLAS - Miscellaneous (Costing & Manufacturing)BAM - ATLAS - ProcurementBAM - ATLAS - ProjectsBAM - ATLAS - Sales Configuration item: ATLAS - AMER - PROD Situation: How-To/Question [Ad Hoc Request]Data Access Issue [Ad Hoc Request] Resolution Notes: Assisted user to connect to Americas Data Platform (ADP) on Power BI. TICKET TYPE: ADHOC ARTICLE TYPE: FCR TEAM: L1
access, adp, airliquide, ame, ame adp, americas, americas data platform, atlas, azure, bi, boldizsar, com, connecting, connection, convergence, convergence program, corp, cubes, data, desktop, english, environment, excel, get, get data server, golbou, instance, login, platform, power, power bi, powerbi, powerbi cubes, production, production instance, program, server, shariatmadar, software, toth@am, user atlas power bi adp, wifi
NaN
KB0049956
Field Service / Salesforce - Log into the Mobile Application
English
boldizsar.toth@am.corp.airliquide.com
940
Boldizsar TOTH-SC
Uncategorized
Published
2025-09-29 13:40:18
5
GIO Service Desk
NaN
#########
4.50
BAM - ALHC - SF
NaN
NaN
NaN
148
2025-06-17 17:24:43
#########
NaN
BAM-APP-L2-Customer Experience
COUNTRY/REGION:Canada ENTITY:BIS AMER SYMPTOMS: User needs Assistance to login on mobile Field Service / Salesforce mobile application. The Field Service application is relevant for Vitalaire Canada users. The Salesforce application is relevant for Canada ALC users. POSSIBLE CAUSES: Is the fisrt time using the mobile app or server has been deleted from the app. BEFORE YOU START: Verify that the user has Okta Verify installed and enrolled on their mobile device before continue, if it is not installed or enrolled yet, follow the next KB OKTA - set up Okta Verify on mobile phone.For Vitalaire/RHS, ask user to download the Field Service application. For ALC, ask user to download the Salesforce application. STEPS: Once installed, click on it to open it.Only your first time: click on the 3 dots to change the server: To connect to Production: Select Change ServerSelect Add ConnectionFOR VITALAIRE/RHS enter a name (for instance AL) and the server address (URL): https://airliquidehhc-amer.my.salesforce.com/ FOR ALC enter a name (for instance AL) and the server address (URL): https://alca.my.salesforce.com/ If youd like to connect to UAT(test) server for training - use the below URL Vitalaire/RHS: https://airliquidehhc-amer--uat.my.salesforce.com Ask user to close the app and open it again, if the server has been correctly added user will see the OKTA authentication window when open the application.Ask user to authenticate with OKTA typing his/her AirLiquide email and authenticate with Push, code or windows password. If user is not able to access, ask user to enroll his mobile phone with Intelligent Hub.If unable to access after Intelligent Hub enrollment, gather all the information and: For Vitalaire/RHS: Send the ticket to BAM-APP-L2-ALHC-SF Vitalaire/RHS ask user to contact the AL Salesforce Support on caim-salesforce-support-canada@airliquide.com or AL CPQ Support on caalc-im-adm-cpq@airliquide.com LOGGING CATEGORISATION:For Vitalaire/RHS: Business service: BAM - ALHC - SF Configuration item: Airliquide Healthcare Canada - Salesforce - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BAM-APP-L2-ALHC-SF Resolution Notes: User was able to login in Field Service/Salesfroce app.For ALC: Business service: BAM - Salesforce Configuration item: SALESFORCE IM - AMER - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group: Redirect to above contacts Resolution Notes: Assisted end-user with their SalesForce related neeed. TICKET TYPE: Incident, ARTICLE TYPE: FCR TEAM: L1
airliquide, application, ask, ask user to download the field service / salesforce application., assistance, boldizsar, com, corp, download, english, field, field service / salesforce - log into the application, into, log, login, mobile, needs, salesforce, service, software, toth-sc, toth@am, user needs assistance to login on mobile field service / salesforce application
NaN
KB0049627
Air Liquide Dominicana S.A.S. - Local Applications
English
boldizsar.toth@am.corp.airliquide.com
41
Juan Pablo DE LUNGARO
Uncategorized
Published
2025-08-06 15:18:44
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Local Support - AME
NaN
NaN
NaN
3
2025-08-06 15:18:26
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY:Dominican Republic ENTITY:BIS AMER SYMPTOMS: Air Liquide Dominicana S.A.S.user is reporting an issue with listed local applications. BEFORE YOU START: Air Liquide Dominicana S.A.S. is the local entity in the Dominican Republic, also known as ALD. Make sure the user is requesting non-standard Air Liquide support, for Air Liquide standard support follows the standard support model. STEPS: If the user is requesting or reporting an issue with the following Non-Standard applications, route the ticket to the assignment group based on the below categorization. Power times: Absence.Zteck: Access Control.Dynamics SL: ERPAsterik-Issabel.Systrack: Fleet Management.Data Online: Tank Telemetry.Altice: Mobile phone subscription management Please refer to Altice Business One - Minute Transfer (AME-DR) LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Support / Assistance Assignment group: GIO-EUS-FS-DOMINICAN REPUBLIC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
air, air liquide dominicana s.a.s. support model power times zteck dynamics sl asterik-issabel altice systrack data online gio-eus-fs-dominican republic-l2 ame americas central south america sa dr-ald dr ald dominican republic caribbean dominican republic dr, airliquide, ald, altice, ame, america, americas, applications, asterik-issabel, boldizsar, caribbean, central, com, corp, data, de, dominican, dominicana, dr, dr-ald, dynamics, english, gio-eus-fs-dominican, juan, liquide, local, lungaro, model, online, pablo, power, republic, republic-l2, sa, sl, south, support, systrack, times, toth@am, zteck
NaN
KB0030339
AODOCS- Functional issue
English
boldizsar.toth@am.corp.airliquide.com
212
Hamza ELHADJALI
Uncategorized
Published
2025-07-30 10:11:07
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
37
2025-07-28 21:30:05
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: WCAA user calling reporting a functional issue with Aodocs. BEFORE YOU START: If user wants to report a library or expenses report issue with Aodocs, please follow KB0049145. STEPS: When dealing with Aodocs issue, always make sure to gather all the needed information and attach it to the ticket: error message, screenshot ... - If the user is facing a functional issue with the platform: Assign the incident to BAMEI-HUB-INFRA-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Aodocs - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BAMEI-HUB-INFRA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Non MPS Printers - How to download and install drivers BEFORE YOU START: Non MPS printers are printers not managed by GIO/End users/MPS teams (MPS : managed printer service) Only CANON and XEROX printers with a global contract are managed by the MPS team This article describes how to install drivers for such non-mps printers. NOTE: When the user is downloading the driver (vbs file) the file will be blocked by Cortex < simply DO NOT execute from DOWNLOADS, instead from TEMP, or documents, etc ... STEPS: Go on MyITcorner and select Applications, Windows Applications, IT tools then select Download Printers Drivers or click on the link : https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=27a348981bb0e9d0510c7db4464bcb2a&sysparm_category=937f52f11bf4201413524150f54bcbe2 STEP 1. If you already know the printer name then you can enter his name directly in printer name case and click STEP 2. Now you should be able to click on the button for download the driver and you should have the vbs file downloaded on your laptop as below Here we have enter FRBELF-LQ01 as printer name and we have some information appears and and orangious button Click Here to Download the printer driver STEP 3 Now you should be able to click on for install the driver on your computerYou should have differents windows who open and close automatically, please do not close by yourself STEP 4 At the end a message appears to inform you that the printer is well installed on your computer, you can click on OK button. STEP 5 You should have the printer in the list of your printers now and you can select it for print your documents on STEP 6 If you dont know the printer name then you select No in case Do you know what is the printer name? Then you need to select your region, your country and your location and in printer case you should be able to select the printer that you want to install. Once you have select one of them you should have the click here to download button who appears. then go to STEP 2 for download and install it on your computer. 3 Printer name not found If your site is not available or there is no match with your printers name, please request the creation of the printer in the dedicated portal : https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=f024feb84f0b96403d9524fe0310c76b LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT In case of ESS INC ticket: Business service:BIS - AMERICA: BAM - LOCAL PRINTERSBIS - AMEI: BAMEI-Local printersBIS - APAC: BAP - LOCAL PRINTERSBIS - CF: BCF - LOCAL PRINTERSBIS - E&C: BEC - LOCAL PRINTERSBIS - EUROPE : BEU - LOCAL PRINTERSBIS - GM&T: BGMT - LOCAL PRINTERSBIS - HOME HEALTHCARE: BHC - LOCAL PRINTERS Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User needs to have access to a Windows Shared Folder which is managed on Carm. BEFORE YOU START: For AME Attempt to provide Network Drive Access manually Network Drive Access - (GLOBAL) If unable to, assign to correspondent On Site Support For EU follow My IT Corner - Shared folder access request (EU) STEPS: A) Guide user to raise a request to access to an existing shared folder: 1. Ask user to login to CARM. 2. Click on "My access" and "Request access to an existing folder" 4. User should select the target file server, the requested access type, the target folder and write the justification and click on "Submit" 5. Inform user that the request has to be approved by the CARM approver B) If the user already has access: Map the network drive in the Computer Managed Missing Server If the server is not listed on CARM, verify if the server is managed by CARM CARM - List of file servers managed by CARM (Global) If server managed by CARM: Create an Incident ticket with description the of the symptoms and specify the server name to be added to CARM profile of the user in the description field as well in this form: Assign the Incident ticket to GIO-SEC-CARM-L2. If Server is not found on the list or If CARM returns the ticket or notifies the Service Desk that Shared Drive does not belong to CARM After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM for Shared Drive access. In case of blank ESS Incident submitted by the user or if you need to escalate: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Service / Assistance or Bug / Defect Assignment group (if not L1): GIO-SEC-CARM-L2 Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User calls about M3H/M3 issue about data (or program, function) BEFORE YOU START: If connected with Ivanti, make sure to select Europe zone, HHC applications only works with Europe zone! STEPS: 1. BHC - OPS - M3 Business management (issue about customer or order)-Take customer number or order number- Note program concerned- Do a screenshot of message error- Ask user what kind of action cause this message errorAll these elements must appear in the ticket 2. BHC - OPS - M3 Billing and Prescriptions (issue about billing or prescriptions)-Take invoice number, or order number and prescription number- Note program concerned- Do a screenshot of message error- Ask user what kind of action cause this message errorAll these elements must appear in the ticket 3. BHC - OPS - M3 Logistics and Stocks (issue about interventions, distribution order or purchase order, etc...)-Take intervention number, distribution order number or purchase order number, etc...- Note program concerned- Do a screenshot of message error- Ask user what kind of action cause this message errorAll these elements must appear in the ticket 4. BHC - OPS - M3 Workplace (issue about "Annuaire" or "Catalogue")-Take data reference- Note page and item concerned- Do a screenshot of message error- Ask user what kind of action cause message errorAll these elements must appear in the ticket 5. BHC - OPS - M3 Scan Android Transfer (issue about SAT or ESAT)-Take data reference- Note program concerned- Do a screenshot of message error if possible- Ask user what kind of action cause this message errorAll these elements must appear in the ticket 6. BHC - OPS - M3 Maintenance and Patient follow-ups (issue about follow up intervention or medical device maintenance)-Take intervention number or medical device number- Note program concerned- Do a screenshot of message error- Ask user what kind of action cause this message errorAll these elements must appear in the ticket 7. BHC - OPS - M3 E-health (issue about medical device assignation/desassignation, medical device data (telemetry), or alerts)-Take device number, serial number, order number, customer number, etc...- Note program concerned- Do a screenshot of message error- Ask user what kind of action cause this message errorAll these elements must appear in the ticket 8. BHC - OPS - M3 Finance accounting (issue about finance or accounting)-Take invoice number, order number, etc..- Note program concerned- Do a screenshot of message error- Ask user what kind of action cause this message errorAll these elements must appear in the ticket 9. If Business service is BHC - OPS - M3 Technical (issue about performance, printing, account)-Take printer's name if printing issue- Do a screenshot of message error if existing- Ask user what kind of action cause this message errorAll these elements must appear in the ticket LOGGING CATEGORISATION: Business Service: choose relevant BS Configuration item: M3 - PROD Category: Application Subcategory: Bug / Defect Assignment group: BHC-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Trip not found in consign unlock screen in GTS application. POSSIBLE CAUSES: 1. Trip does not have the consign status < 40 in CONSIGN table. 2. Inventory location is not valid for the trip. STEPS: Check if the trip is having consign status is < 40 in CONSIGN table, SELECT CONSIGN_STATUS FROM CONSIGN WHERE CONSIGN_STATUS < 40 2. Check the inventory location is valid for the trip. - Launch GTS Rich Client - Go to Delivery tab - Select Proof of Delivery - Ensure that Inventory location selected is valid for the docket you are searching. LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BAP-COE-GTS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: This article provides information about Canadian entities and ticket logging instructions for the installation of the Profox application. BEFORE YOU START: Air Liquide Canada Inc. is one of the local entities in Canada, also known as ALC. M.E.G.S. Specialty Gases Inc. is part of Air Liquide Canada Inc. Vitalaire Canada Inc. (Air Liquide Healthcare) is an entity in Canada. Alizent Canada Inc. is one of the local entities in Canada, part of Alizent Global. RHS is a newly acquired company part of Vitalaire Canada Inc. STEPS:In case you receive a contact from a Canadian user asking to install the Profox application, create a ticket with the below categorization and assign it to the indicated assignment group. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Situation: Application missing / installation failed [Incident] Assignment group: GIO-EUS-FS-CANADA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
air, air liquide canada inc. m.e.g.s. specialty gases inc. vitalaire canada inc. alizent canada inc. rhs healthcare\n canada support model rhs vitalaire vital aire megs alizent profox issue request gio-eus-fs-canada-l2 canada alizent alizent canada profox, aire, airliquide, alizent, anshilevich, boldizsar, canada, com, corp, english, gases, gio-eus-fs-canada-l2, healthcare, inc, liquide, max, megs, model, profox, request, rhs, specialty, support, toth@am, vital, vitalaire
NaN
KB0044910
BTS - NAVISION - dysfunction
English
boldizsar.toth@am.corp.airliquide.com
1713
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:33
5
GIO Service Desk
NaN
#########
NaN
BAMEI - Navision - Application
NaN
NaN
NaN
1444
2025-06-18 17:35:32
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User reports that the Navision application dysfunctions and cannot perform his/her work properly. BEFORE YOU START: FAQ questions -> User knowledge bases in My IT Corner: My IT Corner: https://airliquide.service-now.com/myitcorner?id=al_search&t=al_kb&q=navision STEPS: !!Always make sure that the ticket contains all the necessary information for resolution!! (E.g. Order number and/or client id and/or PO number and/or transaction code) how many users affecteddo basic troubleshooting (restart Navision)restart computerin case of web application: do basic web troubleshooting Also make sure that the ticket contains a full screenshot of the Error Message when possible! LOGGING CATEGORISATION: Business service: Depending on the department (ask user!) - BAMEI - Navision - Account and Finance - BAMEI - Navision - Procurement - BAMEI - Navision - Sales - BAMEI - Navision - Logistic and Supply Chain - BAMEI - Navision - Production - BAMEI - Navision - Health Care - BAMEI - Navision - Human Resource Configuration item: Navision 2016 - MEA - PROD Category: Application Subcategory: Bug / Defect Assignment group: BAMEI-HUB-NAVISION-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: An IT user is calling that he/she needs account creation for Marimba STEPS: Use this request to ask for the creation of a Marimba account: Create / Delete / Modify Marimba Account Please specify the desired user role and which scope (BIS) and guide user to do the request via the following link user roles Marimba roles deployment manager Report_Administrator, Policy_Administrator field service L1 Tuner_Operator_Wks field service L2 Tuner_Administrator_Wks helpdesk L1 Tuner_Operator_Wks helpdesk L2 Tuner_Administrator_Wks patch manager srv Report_Administrator, Tuner_Administrator_Srv, Patch_Administrator_Srv patch manager wks Report_Administrator, Tuner_Administrator_Wks, Patch_Administrator_Wks report manager Report_Administrator report reader Report_Operator zone admin Report_Administrator, Tuner_Administrator_Srv, Tuner_Administrator_Wks, Patch_Administrator_Srv, Policy_Administrator Explaination Marimba roles Marimba roles description Infra_Operator operator for "Tuner Administration" member of this group can access application "Infrastructure / Tuner Administration", being able to connect to tuner on workstations of the BIS Infra_Administrator administrator for "Tuner Administration" member of this group can access application "Infrastructure / Tuner Administration", being able to connect to single tuner on workstations of the BIS, and to see advanced BBCA options Report_Operator operator for "Report Center" member of this groups can access application "Report Center", and can create and run their own reports/collections, but not store it Report_Administrator administrator for "Report Center" member of this groups can access application "Report Center", and can create, run and store their own reports/collections; collections are used to define targets for massive deployments Patch_Administrator administrator for "Patch Manager" (operator is not applicable) members of this group can access application "Patch Manager"; for workstations, only one global team (global process) Policy_Administrator administrator for "Policy Manager" (operator is not applicable) members of this group can access application "Policy Manager", being able to launch massive deployments 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: MyITCorner Assistance request submitted.
access, account, airliquide, based, bbca, boldizsar, com, corp, creation, credentials, end, english, gerhards, maik, marimba, marimba bbca account creation access request tool web based credentials for end users\n marimba bbca, request, software, tool, toth@am, users, web
NaN
KB0013406
SAP EPINAL - impossible to assign tasks
English
boldizsar.toth@am.corp.airliquide.com
83
Sandrine STERVINOU
Uncategorized
Published
2025-09-29 13:00:48
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
19
2025-07-07 19:05:27
#########
NaN
GIO-PCI-ITSM-Global Process Manager
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to assign tasks in SAP Epinal. POSSIBLE CAUSES: Missing rights STEPS: Guide the user to raise a request in My IT Corner for modification Go to Order Something > Application > SAP Based applications > Select Sap account management (under what do you want to do?) > Choose EPINAL > NEXT > Fulfill the request clicking on "Options" https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item_guide&sys_id=a124f0234f0fda403d9524fe0310c7d9 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: According to the case Resolution Notes: MyITCorner Assistance request submitted.
airliquide, assign, boldizsar, bpm, can, can no assign task, com, corp, english, epinal, epinal - scanning ocr vendor invoice bpm - prod, impossible, invoice, no, ocr, prod, sandrine, sap, sap epinal, scanning, software, stervinou, task, tasks, toth@am, vendor
NaN
KB0048519
RingCentral - Requests
English
boldizsar.toth@am.corp.airliquide.com
532
Kelly SOMMERFELD
Uncategorized
Published
2025-09-29 14:56:55
6
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
203
2025-04-23 20:45:14
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: This article describes the handling of requests regarding RingCentral BEFORE YOU START: RingCentral is an application used in Canada by Canada Metal Fab & Canada VitalAire Access Links RC InContact Directhttps://ringcentral.incontact.com/inContact/Login.aspx?ReturnUrl=%2f RC InContact SSO PRODhttps://auth.apps.airliquide.com/samlv2/SSOIDPInit/RING01P?spEntityID=https://api.incontact.com/5e52554b-fcd2-4729-81ca-7014abb36de9&NameIDFormat=transient SFDChttps://login.salesforce.com/index.jsp?ec=20037&eco=1 In case user requests to have RingCentral contact information, you may provide it along with their business unit (depending on their location), Phone 1-925-301-8209 Web https://support.ringcentral.com/s/new-case?language=en_US Business Unit 4597868 - Air Liquide4597729 - Vital Aire (Mississauga)9999999 - Vital Aire (Moncton) STEPS: If the user is asking about any of the following topics, advise user to submit a Various Office Telephony needs request from My It Corner here:https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=4accbad41baf34d4510c7db4464bcb2f&searchTerm=%20Various%20Office%20Telephony%20related%20needs Contact Center ReportingCall RecordingContact Center flow or queue modificationContact center agent queue assignmentAgent training For the below two queries ask user to open a demand with GIO or to contact Manager or Application Point of Contact for how to open a Demand Request Allow RingCentral in a new location Porting additional phone numbers into RingCentral After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
access, account, additional, agent, aire, airliquide, ame, application, assignment, audio, bad, boldizsar, call, calls, canada, center, central, code, com, connection, contact, corp, creation, direct, dropped, english, fab, fabrication, flow, gio-net-legacy-tele-nam, gl, headset, incontact, installation, kelly, lag, legacy, location, metal, modification, nam, new, not, numbers, ordering, password, phone, porting, queue, rc, recording, reporting, request, requests, reset, ring, ringcentral, ringcentral ring central rc r c application software request ame canada vital aire vitalaire vitalaire metal fab fabrication incontact direct contact center reporting call recording flow or queue modification agent queue assignment training installation access account creation password reset sso headset ordering not working - audio issue dropped calls call lag bad connection new location porting additional phone numbers gio-net-legacy-tele-nam tele legacy nam gl code, software, sommerfeld, sso, tele, toth@am, training, vital, vitalaire, wifi, working
NaN
KB0010150
Servitrax - Handheld Hardware Issues
English
boldizsar.toth@am.corp.airliquide.com
222
Pierre RZEKIECKI
Uncategorized
Published
2025-07-30 11:51:25
5
GIO Service Desk
NaN
#########
5.00
BAM - Cylinder asset tracking
NaN
NaN
NaN
108
2025-06-09 19:57:29
#########
NaN
BAM-APP-L1-SERVITRAX
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: Handheld device used with Servitrax is physically damaged or not working. BEFORE YOU START: Air Liquide Canada: Metal Fabrication - Logistics and Sales Office Aerohive is used for handheld devices to connect into the Air Liquide Network to access the Servitrax application. Aerohive access points are exterior wall mounted wireless access points. The Service Desk, or specifically the Network Engineering Air Liquide group, only supports the access point for wireless connectivity issues. For Self-Service password reset on handheld, see KB0014010 Servitrax - Account Concerns (AME) STEPS: If a hardware issue is reported for any of the Servitrax Handhelds, log a ticket based on the below categorization and route the ticket to the indicated assignment group. Information to include in the ticket: Handheld issue description.User Information including: Shipping Address,Phone numberAttention name if other than requester .IMEI# and the Model# - Please see below to get this information:Alternative to IMEI: Serial Number Press then swipe upward Click on the Mobicontrol The IMEI will be displayed Or get the IMEI# by opening the back of the battery LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: ServiTrax (Canada) - NAM - PROD Category: Devices Subcategory: Hardware Assignment group: GIO-EUS-FS-CANADA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls because an authentication is required when opening kite homepage or any other web page in web browser. BEFORE YOU START: Fist be sure user can login with KITE password - if KO follow KITE password procedure. STEPS: User needs a new windows password for his Chromebook, thus the windows password must be changed in Active Directory. 1. Search user in Service Now 2. Search the user in AD, check the account (right click on user's name, properties, account tab) and check if the account is locked or if it has expired. 3. If the account is not locked and not expired: no need to authenticate the end user BUT mandatory to connect remotely to checked the logged in profile. 4. Reset the NT PW, give the new pw to user. 5. Ask user to test it. 6. Close the ticket LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Configuration item: Hostname of Chromebook Category: Devices Subcategory: Support / Assistance Resolution Notes: Assisted user with resetting his/her Windows password in order to eliminate the authentication pop-up window prompted by Chrome browser. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, any, authentication, authentication required popup window when trying to open any page in web browser of chrome device chromebook, boldizsar, browser, change, chrome, chromebase, chromebit, chromebook, chromebook - cannot open pages with credentials, chromebook nt pw change, chromebook pw, chromebox, com, corp, credentials, device, english, hardware, in chromebook when opening browser authentication is required, matthew, not, nt, nt pw chromebook, open, opening, os, page, pages, password, popup, pw, required, software, toth@am, trying, use, user's nt credentials are not working to open pages, web, when, widell, window, windows, windows password to use in authentication required popup in chromebox, working
NaN
KB0012881
Local Printer - OKI 5790
English
boldizsar.toth@am.corp.airliquide.com
20
Olivier PEJOINE-SC
Printing / Devices
Published
2025-09-29 13:49:06
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
11
2025-07-14 16:18:19
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Turkey ENTITY:ALL SYMPTOMS: Some Turkish users need a specific printer (OKI 5790) for waybills. STEPS: 1- Ask user if they have the source. (If not, you can find it here http://www.oki.com/sg/printing/support/drivers-and-utilities/?id=46238001FZ05&tab=drivers-and-utilities&productCategory=dotmatrix&sku=44210108 ) 2- Start installation with your admin rights. 3- Choose LPT1 port when asked. 4- Print a test page. IF: The printer doesn't print and you see another failed printer installation on Printer section, run troubleshooter for that printer. That one will fix and work. It will appear as OKI ML 5790 (Turkish) copy 1 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal PrinterModel/brand of the target printer: OKI 5790 In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Hostname Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.
COUNTRY/REGION:Europe ENTITY:ALL SYMPTOMS: User is calling that the connection must be set up / configured for Cisco Jabber STEPS: 1. The proper functioning of Jabber is conditioned by: PC connection on the LAN or VPN, classic manipulation may be used to ensure that the networks is working good 2. the right setting of the application: - Open jabber application - Go to Option/Accounts/Server settings - Ensure that net parameters are good: Also make sure of the followings: - Check that Jabber start automatically with windows session: Go to : Option/General - during the first connexion to Jabber it may request to allow certificate Click on Allow/accepter - Allow notifications for all incoming calls and mute all sounds when on a call Option/Notifications: In case it is still not working after the right configuration, assign the incident to GIO-NET-SUPPORT L1. LOGGING CATEGORISATION: Ticket template to be used: 0_EU[CISCO JABBER] Telephony assistance or CISCO JABBER - Telephony - issue Business service: Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-NET-SUPPORT L1 Resolution Notes: *remove if article is not an FCR* TICKET TYPE: Temp field to be used until drop down is created for Incident, Adhoc, Request *Only choose one* ARTICLE TYPE: Temp field to be used until drop down is created for Process, FCR, Assignment *Only choose one* TEAM: Temp field to be used until drop down is created for L1, L1.5, L1.5 Apps, OSS *Only choose one*
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Need to add DVSR accessGTS - DVSR notification mail not sending/generatingUnable to download the attachment of DVSR from GTSState in the detailed page for DVSR is blankGTS Device/PDT getting error: DVSR List. An unexpected error has occurredWrong data / information displayed in the DVSR report generatedGetting Error: No AccessRemarks is not displayed in the notification mail for DVSR STEPS: *For first time access/no access yet, refer to KB0019046: Gideons Account/Permission Access 1. Gather all necessary details (error message, screenshot) 2. Log an incident ticket and assign to the support team LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Depending on the case Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to login to CARM. It's not the first connection. STEPS: 1. Open the URL: https://carm.eu.corp.airliquide.com/Carm/ 2. Ask user to click on "Log in automatically with Single Sign On authentication" (NOTE: option works if user first time logged in with the username and password of carm, after that SSO link works if user works on own windows profile.) 3.User need to authenticate the login using Okta Verify. 4. If the user gets an error message requiring her/him to login with the credentials, follow KB0011504. 5. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to login to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
airliquide, authentication, automatically, boldizsar, can, cannot, cao, carm, com, connect, corp, english, in, log, login, not, on, sign, single, sso, toth@am, unable, vincent
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KB0054608
Adobe Acrobat - License product request and installation
English
boldizsar.toth@am.corp.airliquide.com
125
NaN
Uncategorized
Published
2025-06-09 21:35:12
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
12
2025-06-09 21:34:54
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: User is requesting for installation of Adobe Acrobat license product. BEFORE YOU START: *Users will not be able to install older versions of Adobe products (eg. CD-ROM installer) on Windows 11 due to compatibility issues. They will need to request a cloud account if they havent request any before. STEPS: - For the request of installation/ request for cloud account, user can request via MyIT Corner (Download and install non-standard software). If user do not have the cloud account before or not sure where to find the installer, SD will create another INC ticket and assign to OSS. **If user are unable to access the cloud page to download the installer with the link from email, guide them to raise a blocked website access request. 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Installation / Deployment Resolution Notes: Show where to go request submitted.
Windows - How to copy files and data from one user to another
English
boldizsar.toth@am.corp.airliquide.com
76
Martin GAITE
Windows - Storage / Performance
Published
2025-07-30 11:35:29
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
32
2025-06-16 20:07:20
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
REGION:Global ENTITY:ALL SYMPTOMS: User needs to copy files and data from one user to another. Previous login to PC is needed. POSSIBLE CAUSES: User has a new Windows account but is using the same PC or Laptop. BEFORE YOU START: Google Chrome bookmarks need to be ALWAYS exported prior to loose access to old account. STEPS: 1.- Remoted to user´s computer open Disk C: 2.- Click in the folder: Users 3.- Look for the user´s name folder from where files and data will be extracted. 4.- Select: Desktop, favorites, documents and downloads, give a right click and select "Copy" 5.- Return to Users folder and look for the user´s name folder where files and data will be imported. 6.- Validate if user has all his/her files on the new Windows Account. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Support / Assistance Resolution Notes: Files and data transferred successfully TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Qatar / Saudi Arabia ENTITY:ALL SYMPTOMS: Provide a description of the problem the user is experiencing BEFORE YOU START: Make sure to follow the steps on KB0022562. STEPS: Is the steps on KB0022562 do not solve the issue, create an incident and assign it to L1.5>onsite. LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AMEI Configuration item: name of the printer or na Category: Devices Subcategory: Printers Assignment group (if not L1): GIO-EUS-SD-EUROPE-L.5> Onsite TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 > OSS
REGION:AMER ENTITY:BIS AMER SYMPTOMS: User is experiencing issues when trying to open responsibilities in Oracle R12 due to Java issue BEFORE YOU START: Air Liquide is only allowed to use one specific version of Java, version 8u202. All Air Liquide PCs in the Americas will have all other Java versions removed from them via Marimba and the correct Java version will be pushed along with a Corretto package. When the process is complete, the users will be prompted to reboot the PC. If the user is reporting that they are unable to open their Responsabilities in Oracle right after the update, ask them if they rebooted when they were prompted to do so. If the user did not reboot their PC, ask them to reboot and test R12 before proceeding with further troubleshooting. Please check the newly added 'Step 0' of this article to make sure that the Java-specific TLS settings are set correctly. If the Oracle site cannot be reached by the user, check KB0056825 - R12 NAM - Can't Connect Securely to This Page If a user is reporting that the issue was recently solved on their PC but they are facing issues again, jump to step 7. POSSIBLE CAUSES: Pop-ups and redirects blocked in Edge. Deployment of Corretto and Java 8u202 STEPS:0. Check the TLS settings in the Java Control Panel: Open the Control Panel and open the Java optionClick on the 'Advanced' tab and scroll down to the TLS and SSL options, make sure they are set as per the below: SSL 2.0 uncheckedTLS 1.0, 1.1, 1.2 checked 1. Check if the following packages are installed on the computer: Amazon Corretto 8 (x64) - Version 1.8.0.422Amazon Corretto 8 (x86) - Version 1.8.0.422GIO Java 8 for Web - Version 8.0.2020.8 2. If the icon of the Java app comes up like this in Control Panel, please perform a repair for the Java package using CMD as administrator: For PCs on Windows 10 and PCs migrated to Win11: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01554_oracle_java-jre-8-for-web-8u202_ml_48 -repair For PCs that were imaged with Win11: "C:\Program Files (x86)\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01554_oracle_java-jre-8-for-web-8u202_ml_48 -repair To find out if a PC is migrated to Win11 or imaged with Win11, check the location of the 'Tuner' folder on the PC. Migrated PCs: C:\Program Files (x86)\BMC Software\BBCA Imaged with Win11: C:\Program Files (x86) WHEN THE REPAIR IS DONE, YOU WILL SEE A PROMPT COMING FROM MARIMBA ASKING FOR A REBOOT OF THE PC. PLEASE PERFORM THE REBOOT AND TEST ORACLE! 3. If either of the packages is missing completely, run one of the following commands in CMD as administrator: On Windows10: For Java: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01554_oracle_java-jre-8-for-web-8u202_ml_48 -install For the Corretto packages: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01612_amazon_corretto-1.8.0.422_ml_48 -install On Windows 11: First try with the above commands, if you get an error stating that 'The path specified does not exist', run the following commands For Java: "C:\Program Files (x86)\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01554_oracle_java-jre-8-for-web-8u202_ml_48 -install For the Corretto packages: "C:\Program Files (x86)\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01612_amazon_corretto-1.8.0.422_ml_48 -install REBOOT PC WHEN PROMPTED! 4. If the desired app does not appear when the command finished running, the reason can be that on the Marimba Server the app in question is already in 'Installed' state. This is how you can run a command that would ask Marimba to turn the state of the app to 'Uninstalled' on the server: On Windows 10: For Java: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01554_oracle_java-jre-8-for-web-8u202_ml_48 -remove For the Corretto packages: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01554_oracle_java-jre-8-for-web-8u202_ml_48 -remove On Windows 11: First try with the above commands, if you get an error stating that 'The path specified does not exist', run the following commands For Java: "C:\Program Files (x86)\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01554_oracle_java-jre-8-for-web-8u202_ml_48 -remove For the Corretto packages: "C:\Program Files (x86)\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01554_oracle_java-jre-8-for-web-8u202_ml_48 -remove REBOOT PC IF PROMPTED! After the removal, proceed with installation steps from step 3. 5. Verify if Pop-ups and redirects are blocked in Edge. Open Edge and go to settings> Cookies and site permissions> Pop-ups and redirects> switch off the "blocked" option. Close all the Edge windows, open again Oracle and ask user to login and try to open responsabilities again. 6. Open CMD on users computer and run next runchannel command: If issue persists, try next steps: Close any open Microsoft Edge windowIn File Explorer open %LOCALAPPDATA%\..\LocalLow\Sun\Java\DeploymentDelete the following files and folders: deployment.properties(All folders EXCEPT security) Open the security folderDelete the following files and folders: (All files EXCEPT exception.sites) Open Microsoft Edge and access again to Oracle, test responsibilities opening properly. 7. If a user is reporting that the issue reoccurred even though it was solved previously, verify the following: Go to the Marimba Console and search for the computerOnce you reach the PC on the console, look for the following package: g_01643_gio_java-compliance-sequence-1.0_ml_48Notice about the compliance package: This is the actual package that the L3 team is pushing to all PCs. The package is a script that uninstalls any unsupported Java version, installs Amazon Corretto, installs Java 8u202 and repairs it. If one of these steps fail (typically the Java installation), the script runs in a loop constantly uninstalling the various components that are needed for the configuration.If the g_01643_gio_java-compliance-sequence-1.0_ml_48 (from now on referred to as Compliance Package) is in an error state, connect to the user's computer via VNCOnce remoted perform the following: Close all browsers, then go to C:\Users\\AppData\Local\Temp and remove the contents of the folder (Not the folder itself!)Empty Java caches as per step 6. of this KBGo to C:\program files (x86), look for the 'Java for Web' folder and delete it (it will ask for ADM credentials) Go to the Marimba Console again, right-click 'Install' on the Compliance PackageA reboot prompt will arrive on the PC, reboot itAfter the reboot check if the issue is solved (you can also make sure by connecting to the Marimba Console again and check if the Compliance Package comes up as 'Installed' 8. If all other relevant steps have been performed but the issue still persists, perform browser troubleshooting in Microsoft Edge: Click on the Ellipsis icon at the top right Click on the Settings option Click on Privacy, Search and Services. Go to the 'Delete browsing data' section and click on 'Choose what to clear' In the small window that appears, check in the first 4 options and select 'Last 7 days' in the dropdown, then click on 'Clear Now' Now go to the 'Clear browsing data for Internet Explorer' section and click on 'Choose what to clear' In the small window that appears, deselect the first and the last option, make sure that all 5 options in the middle are selected, then click on 'Clear Close the browser and try to access Oracle again. If still KO, you can go back to the Edge Setting and click on 'Reset settings' Now click on 'Restore settings to their default values', then click 'Reset' in the upcoming popup. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Java Issue/Request Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Bug / Defect Configuration Item: Hostname Resolution Notes: User confirm Oracle responsibilities are opening and running properly. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
able, access, airliquide, amazon, boldizsar, com, coretto, corp, edge, end, end month, english, issue, java, matthew, month, not, not able to open oracle, open, oracle, oracle issue, oracle java, oracle r12, oracle responsabilities, oracle responsabilities issue, oracle window, pop-ups, pop-ups edge, r12, responsabilities, responsibilities, toth@am, unable, unable to open, widell, window, workaround
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KB0049996
Meridian Explorer - Installation
English
boldizsar.toth@am.corp.airliquide.com
119
Paul VON BURG
Uncategorized
Published
2025-07-28 19:46:42
4
GIO Service Desk
NaN
#########
NaN
BAM - Primary Production
NaN
NaN
NaN
5
2025-07-28 19:44:21
#########
NaN
BEU-LI AP-MERIDIAN
REGION:AME ENTITY:BIS AMER SYMPTOMS: The following article describes how to assist with the installation of the Meridian Explorer application. BEFORE YOU START: Meridian Explorer is a web-based application which is divided into three user interfaces: Meridian ExplorerBrowse, search and redline drawings (DWG and compound (DWG/TIF) type files). Official registered users have access. Bookmark this link. Meridian PowerView and edit project documents in a workflow. Assigned Power-users can view redlines and comments and have the option to edit particular document(s) depending on their role within the system. This module is accessible for registered subject matter experts, design authorities, project managers, plant managers, plant engineers, project engineers and zone engineers. Bookmark this link. Meridian Portal - (Only for project managers and contractors)This module is used for document distribution to/from external users. It is open to project managers, project engineers, zone engineers and contractors who have been given access. Bookmark this link. The application is accessed through the links above User needs to have been added to the appropriate AD groupUser needs to be on the Air Liquide VPNUser needs to have all prerequisite software (application drivers) installed on their machine STEPS: Meridian Application Integration and Meridian Application Integration (x64) (prerequisite) software is required to ensure all the functionalities in Meridian, which is LI NAM-US' Engineering Document Management System (EDMS). When it is installed you will find the two names in your hidden icons and each time you start your machine it will pop up as a background application. Meridian Explorer application requires two software to be installed Meridian Application Integration version 9.32.6Meridian Application Integration x64 Must install the latest 2021 versions, both come in a bundle Users can request the application for an automatic silent installation through myITcorner Request The installation can also be pushed through Marimba Tool or Marimba Web Based Package: n_00026_accruent_meridian-2021r3_en_16 URL: https://marimba.apps.airliquide.com:5282/Development/BIS_Americas/Components/n_00026_accruent_meridian-2021r3_en_16/v1/n_00026_accruent_meridian-2021r3_en_16 If it all fails, perform a manual installation https://drive.google.com/file/d/1dRmbYfO7ht3pRIRy7UVv4TiZhgEt8JOS/view Client64setup_b6114.zip For the installation files you will need to run these three: Meridian Enterprise (x64).msiSSCERuntime_x86-ENU.msiSSCERuntime_x64-ENU.msi VERIFY THE FOLLOWING: Same as below: When the Meridian Application Integration and Meridian Application Integration (x64) (prerequisite) software is installed, please verify that the Site Cache (see above) in the Local Workspace Options is set to: https://sana-edmsap03.am.corp.airliquide.com/bcsitecache After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Installation / Deployment Resolution Notes: MyITCorner Assistance request submitted.
airliquide, ame, americas, application, aspx, bcenterprise, boldizsar, burg, com, corp, driver, english, explorer, home, http, installation, integration, meridian, meridian explorer - support model ame americas meridian explorer power portal meridian us prod application software driver integration installation ame\n sana sana-edmsdp02 sana-sana-edmsap03\n http://sana-edmsdp02/bcenterprise/home.aspx\n http://sana-edmsap03/meridian/start, model, paul, portal, power, prod, sana, sana-edmsap03, sana-edmsdp02, sana-sana-edmsap03, software, start, support, toth@am, us, von
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KB0016956
Chrome OS Device How to connect Chromecast with Chromebook
English
boldizsar.toth@am.corp.airliquide.com
32
Matthew WIDELL
Uncategorized
Published
2025-07-29 19:49:52
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Chrome OS
NaN
NaN
NaN
8
2025-07-28 20:51:03
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for assistance on how to connect the Chromecast streaming device with Chromebook BEFORE YOU START: User needs to have the followings: a Chromecast, the latest version of Chrome OS and a screen/TV with HDMI input STEPS: 1. Turn on your TV. 2. Plug in Chromecast 3. Using the Input or Source button on your TV remote, change the input on the TV until user sees the Chromecast home screen 4. On the Chromebook, sign in to user`s account 5. Open Chrome browser 6. At the top right hand corner click 7. Select Cast 8. Select the Chromecast device To stop sharing, select Stop. Troubleshoot for No Cast Destination found: https://support.google.com/chromecast/answer/3249268?hl=en LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Category: Devices Subcategory: Support / Assistance Resolution notes: Assisted with Chromecast setup. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY:Canada ENTITY:CA-ALC SYMPTOMS: This KB describes the steps to follow in case an end-user requires assistance with the Be-Connected portal. BEFORE YOU START: The Product Information Management (PIM) is a system between the ERP (Oracle - EBS) and the Canada e-commerce website platform (Oracle Commerce Cloud/Be-Connected) to simplify and optimize the product creation process. IMPORTANT: Please note that many end-users are submitting webtickets about the PIM AKENEO system based on categorization instructions that they have requested internally. They are often referencing ORACLE in their tickets as the system is used with Oracle and the Canada e-Commerce portal. Whenever you encounter a web-ticket about PIM AKENEO, even if it references Oracle, make sure that the categorization is as per THIS KB and if so, let the ticket get assigned to the default resolver team appearing on Intake level! STEPS: If an end-user needs any assistance with the Be-Connected portal, create a ticket based on the below categorization and send it to the indicated resolver team. LOGGING CATEGORISATION: Business service: BAM - Customer Experience Configuration item: PIM AKENEO - NAM - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAM-APP-L2-Customer Experience TICKET TYPE: Incident or Adhoc ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User's keyboard is reacting slowly, or not responding STEPS: 0. Ask user to restart pc, if KO follow the below steps Go to setting > Ease of accessSelect KeyboardMake sure the 'Filter Keys' are OFF LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC hostname Category: Devices Subcategory: Operating System Resolution Notes: The users keyboard is working again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Google Drive - How to restore an old version of a file
English
boldizsar.toth@am.corp.airliquide.com
29
Harold OUSSET
Uncategorized
Published
2025-07-30 6:10:01
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
9
2025-07-28 20:20:55
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to restore a past version of a file (from a specific day and time in the past) in Google Drive. POSSIBLE CAUSES: The file has been wrongly edited and needs to be restored to the state it was in a specific moment. BEFORE YOU START: User needs to be the Owner or has to have "Can edit" access to see the revision history. STEPS: 1- In Google Drive, open your file. 2. From Docs, Sheets, or Slides, select File > Version history > See revision history. 3 - Click on the little arrow pointing down ("Expand detailed versions"). 4 - Click a timestamp to see a previous version of the file. Below the timestamp, youll see: Names of people who edited the document.A color next to each persons name.The edits they made appear in that color. 5 - Click on the 3 dots on the right of the version you wish to restore and then click on "Restore this version". 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: Google DriveContext File restoration In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article describes steps to follow in case an end-user is reporting an issue with Edge where the browser cannot be closed. POSSIBLE CAUSES: Version 136 de Edge currently installed on Air Liquide PCs has a bug where it won't let the user close the app. The currently described steps to resolve the issue are considered a workaround until further versions of Edge are massively deployed on Air Liquide PCs. STEPS: 1. Close MS Edge from the Task Manager2. Go to the following website: https://www.microsoft.com/en-us/edge/business/download?form=MA13FJ 3. Download and install the WINDOWS 64-BIT version of the latest available version from the page LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Application Subcategory: Bug / Defect Resolution Notes: Edge updated. ARTICLE TYPE: FCR TEAM: L1
136, airliquide, boldizsar, browser, can, can't close edge, cannot close edge, close, close edge, close ms edge, com, corp, edge, edge 136, edge won't close, english, microsoft, microsoft edge, ms, ms edge, toth@am, won
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KB0042769
RMS - Calendar sync issue
English
boldizsar.toth@am.corp.airliquide.com
260
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-07-29 18:10:19
5
GIO Service Desk
NaN
#########
NaN
BHC - OPS - RMS Optitime
NaN
NaN
NaN
122
2025-05-12 19:27:41
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User reports sync issue between RMS and Google Calendar, missions are not uploaded. User does not receive the missions on google calendar. BEFORE YOU START: Link to RMS : https://alair.apps.airliquide.com/rms/ This is applicable only for French BIS Healthcare users If the user has no access to RMS please follow : KB0018648 STEPS: 1. Check if issue persist by opening the page in google private navigation 2. If the issue persists, please send the issue to BHC-Support team https://docs.google.com/document/d/1WAJjNVuZ-DuXz666s3vA90rSRD-qcpiYsec9c9fWBSU/edit It may be that user deleted the email of consent. LOGGING CATEGORISATION: Business service: BHC - OPS - RMS Optitime Configuration item: RMS (Ressource Management Suite) - PROD Category: Application Subcategory: Data issue Assignment group if issue persist : BHC-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bazonnard, bhc, boldizsar, calendar, care, com, corp, english, google, health, health care, healthcare, hhc, homecare, homes, management, marie-cecile, missions, opti, opti time, opti-time, optitime, resource, resource management system, rms, rms - optitime, rms opti, sync, synchronization, system, time, toth@am
NaN
KB0054008
Filezilla - Configuration in Argentina ALASA
English
boldizsar.toth@am.corp.airliquide.com
58
Federico KAMITZ
Uncategorized
Published
2025-10-06 17:26:22
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Local Support - AME
NaN
NaN
NaN
4
2025-10-06 17:25:48
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY:Argentina ENTITY:ALASA SYMPTOMS: This article describes the steps to follow when an end-user from Argentina ALASA would like to have Filezilla installed and configured on their computer. BEFORE YOU START: If the end-user does not have the application installed yet, ask them to submit a request on MyITCorner following this LINK The rest of the steps are to be followed when the user already has the app installed. STEPS: 1. Open Filezilla and click on 'Archivo -> Gestor de Sitios' 2. In the window that appears, click on 'Nuevo sitio' 3. The new site will appear on the left hand panel, name it like this: FTP - Interface ORACLE R12 PROD 4. On the right hand panel, fill in the following details: Servidor: 172.24.1.63Usuario: ftp_i12iContraseña: ftp$r12 To save the changes, click on ´Aceptar´ (Do not use ´Conectar´at this point as it will connect but won´t save the details you filled in) 5. When you click on 'Aceptar', the below popup will appear, make sure the 'Guardar contraseñas option is selected, then hit 'Aceptar'. 6. To connect to the server, the user needs to click on the button highlighted at the top left corner of the screen and select the newly configured server instance. In the popup that appears the user needs to select 'Aceptar'. 7. If the connection to the server is successful, folders will appear at the right hand panel of the window. At this point the configuration is complete. LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Support / Assistance Resolution Notes: Filezilla configured TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Task Scheduler - Giving rights to user to schedule tasks
English
boldizsar.toth@am.corp.airliquide.com
60
Maik GERHARDS
Uncategorized
Published
2025-07-30 11:34:24
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
11
2025-07-22 21:34:02
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user needs to schedule tasks on her/his PC, but receives the message that she/he doesn't have enough privileges to open a session as a task. STEPS: To be able to create tasks, the user account has to be allowed to "log on as a batch job" without having admin rights This policy is accessible by opening the Control Panel -> Administrative Tools -> Local Security Policy (Stratégie de sécurité locale) (right click /run as admin ). In the Local Security Policy window, click Local Policy(Stratégies locales) , User Rights Assignment (Attribution des droits utilisateur) , and then Logon as batch job (Ouvrir une session en tant que service). (or directly gpedit.msc as admin) Then add user to this group and restart the computer. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows Assistance Request details: For Which Topic: Windows feature In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Category: Devices Subcategory: Support / Assistance Resolution Notes: Bitlocker recovery code request submitted.
admin, admin rights, airliquide, batch, boldizsar, com, corp, des, en, english, gerhards, giving, gpedit, gpedit.msc, job, local, local security policy, log, log on as a batch job, maik, msc, open, open a session as a task, ouvrir, ouvrir une session en tant que tache, planificateur, planificateur des taches, policy, que, rights, schedulded, schedulded task, schedule, schedule task, scheduler, security, session, tache, taches, tant, task, task scheduler, tasks, toth@am, une
NaN
KB0030324
DEMC server access request
English
boldizsar.toth@am.corp.airliquide.com
18
Changhou LOW-SC
Uncategorized
Published
2025-07-30 11:08:54
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
7
2025-06-09 21:30:25
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: In case user cannot login to server. Kindly advise user try login with correct domain which is TEISAN\username instead of AS-SG-PULSEJUMP\username. Example of correct login username: TEISAN\hontuck.kwan if user receiving below error, please reset password in AD and advise user to try again. STEPS: Kindly advise user request using below link. URL- https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D860b41c74f3692409864ca1f0310c793%26sysparm_link_parent%3D4cd46502375cb780e1a4cea954990e0d%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dcatalogs_default If user is not able to access the form (as it is a GIO form), ask user to get in touch with their IT Manager. 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:Global ENTITY:Alizent SYMPTOMS: Dalia device support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) Dalia is a device used by IOT4BOS solution => KB0042836 This device is deployed on AL customer plants to monitor gaz consumption. For any Incident or request, please open an intake and use the CI Telemetry devices - PROD If a customer is requesting access to SpeachMe (the telemetry unit training platform), please open a ticket and use the CI Telemetry devices - PROD For any Break and fix (called RMA (Return Merchandise Authorization) at Alizent) for a faulty device, please request the user to open a catalog Request on MyITCorner: Home => myITCorner Catalog => Devices => RMA Dalia process STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern; Who (1 user or several others or all of them) Where (one site or several or all) When (date/hour) What actions lead to the issue (name of the screens, buttons used when operating) Is there any known conditions/operations (i.e. ongoing works on network)? Full error message if displayed one or several clear full-screen pictures 3. If the intake is an INC, Assess the priority using below matrix: (can they work anyway ? Is there a degraded mode/ known workaround at their end ?) 4. Assign the ticket to the ALZ hub support group 5. Only in case of P1 incidents kindly inform to the appropriate support team by region: AME: +1-514-876-2855 or +1 800 707 0135Option 4 SupportOption 2 for TelemetryAPAC & EU: +33 1 40 88 95 69 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Remote Asset Configuration item: Telemetry devices - PROD Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): Europe& AMEI: ALZ-EU-GCS-Remote Assets-L2 APAC: ALZ-AP-GCS-Remote Assets-L2 Americas: ALZ-AME-GCS-Remote Assets-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:*GLOBAL* ENTITY:*ALL* SYMPTOMS: User cannot access to Gmail only. User can access to Pulse homepage and to drive homepage. POSSIBLE CAUSES: Either because it was not assigned upon user creation (known issue with CARM tool) or because the account was inactive for long time and the license was downgraded. BEFORE YOU START Make sure that user is well connected. User may have this error message when trying to connect to Gmail. STEPS: Attach Screensot of error to caseRoute the Case to GIO-EUS-GOPS-DWP-L2 LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Google - Issue Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: GLOBAL ENTITY:ALL SYMPTOMS: CARM user profile information update STEPS: AL employee: update in Workday Subcontractors: update in CARM After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARM / My HRExplanation: Guidance to CARM / Guidance to My HR In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning / GIO - PCI - myHR Help & Request Configuration item: CARM IGI - PROD / myHR Help-Request - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user already has Okta Verify activated on one of their computers, but they need to set it up on a second computer as well. BEFORE YOU START: A prerequisite for this scenario is that the user should have their already activated PC with them. If the user has no activated device with them at the time of the call, user can be offered to have their authenticators reset as per KB0028488 - OKTA - How to activate Okta Verify on PC (GLOBAL) If the authenticators are reset and the user's current PC is activated with Okta, it is highly recommened to activate Okta on the user's mobile phone as well, as it is needed for the activation of the other PC. STEPS: Activating a second PC with OKTA is only possible if the user also has it activated on their mobile phone already. If the user does not have their phone activated yet, but they have the computer that is already activated with them, you need to go through the below steps with the user: 1. Ask the user to download the Okta Verify app on their mobile phone 2. Ask the user to log in to their already activated PC, open Google Chrome, go to login.airliquide.com and have the user sign in 3. Click on the user's name at the top right corner and select 'Settings' 4. Within the 'Security Methods' panel on the right, select the 'Set up another' button next to the 'Okta Verify' option 5. This will ask for the user's Windows password and they will get a prompt from the Okta Verify App from the PC that they need to accept. 6. They will then have the option to click on 'Set Up' under the 'Okta Verify' option 7. This will generate a QR code that they need to scan with the freshly downloaded Okta Verify app on their phone 8. At this point the user has successfully added their mobile phone as a second authenticator for their Okta account 9. Now the user can open the Okta Verify app on their PC that is not activated yet and they can click on 'Get Started' 10. If the field asking for the URL of the environment is empty, have the user type the following URL: https://login.airliquide.com 11. They will be redirected to Google Chrome where the Okta website will ask them to put in their Windows password and after that they can select 'Sign in with mobile: push notification' which will trigger a popup on their phone that they need to accept 12. After authenticating as per the above step, Okta Verify will be activated on the user's second PC. 13. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment Assistance Request details: Device Type: Windows DeviceReason: Secondary Device In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Okta Enrollment Assistance form submitted
activate, airliquide, another, another computer, another pc, authenticator, boldizsar, com, computer, corp, english, gasmi, hardware, how, mehdi, methods, okta, okta verify, pc, second, second computer, second pc, security, security methods, toth@am, verify
NaN
KB0028515
Brazil - Support Model
English
boldizsar.toth@am.corp.airliquide.com
358
Diego SILVA
Uncategorized
Published
2025-09-09 18:57:45
4
GIO Service Desk
NaN
#########
3.40
GIO - EUS - Local Support - AME
NaN
NaN
NaN
206
2025-09-09 18:57:35
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY:Brazil ENTITY:BIS AMER SYMPTOMS: User from Air Liquide Brazil requests assistance with local applications and infrastructure. BEFORE YOU START: Air Liquide Brasil LTDA. is the local entity in Brazil, also known as BR-AL or ALB. The local Service Desk is responsible for delivering IT support to Air Liquide Brazil End Users. STEPS: Step 1: Provide the local Service Desk phone number to the user: 0800 771 2030. Step 2: If the End User is requesting immediate support or reporting a critical issue, provide assistance without redirecting the user to the local Service Desk. If the end user is requesting or reporting an issue with the following Non-Standard, route the ticket to the assignment group. Non-standard infrastructure: Mobile phones.Telephony systems.Local printers.Windows Shared Folders. SA-BR-DOC.sa.corp.airliquide.com Security System (CCTV).SAP Contact Center. Non-standard applications or websites: DeltaLog -also used in Argentina, same assignment appliesDelta - also used in Argentina, same assignment appliesVitaCallWebProntoRastreabilidade LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AME Category: Application or Devices Subcategory: Support / Assistance or According to device type Assignment group (if not L1):GIO-EUS-SD-BRAZIL-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
air, air liquide brazil ltda support model br-al alb sa-br-doc.sa.corp.airliquide.com security system (cctv) sap contact center one contact center one center - br083 deltalog delta vitacall webpronto rastreabilidade br brazil sam south america al airliquide brazil, airliquide, al, alb, america, boldizsar, br, br-al, br083, brazil, cctv, center, com, contact, corp, delta, deltalog, diego, english, liquide, ltda, model, one, rastreabilidade, sa, sa-br-doc, sam, sap, security, silva, software, south, support, system, toth@am, vitacall, webpronto
NaN
KB0013073
Google Gmail - how to create signature
English
boldizsar.toth@am.corp.airliquide.com
74
Harold OUSSET
Uncategorized
Published
2025-07-30 6:11:56
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
71
2025-07-29 17:21:52
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User does not know how to set his/her signature in Gmail/kite STEPS: click on settings>settings. General Tab > Signature and set the signature. Save changes at the end of the page User has to go the General Tab and click on Signature and set the signature. User can click on insert this signature if she wishes to see her signatures on her reply emails After setting the signature,User has to click on Save changes at the end of the page After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance with creating signature In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, boldizsar, com, corp, create, creation, english, gmail, google, harold, how, kite, ousset, signature, toth@am, unable, unable to create signature in kite/gmail\n creation of signature in kite/gmail\n gmail/kite signature
NaN
KB0012930
RMT- site not opening/error
English
boldizsar.toth@am.corp.airliquide.com
228
Sandrine STERVINOU
Uncategorized
Published
2025-09-29 14:32:13
5
GIO Service Desk
NaN
#########
2.86
Referential management
NaN
NaN
NaN
232
2025-05-12 19:37:21
#########
NaN
BEU-CROSS DOMAIN
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: RMT website (referential management) : https://rmt-prod.eu.corp.airliquide.com/rmtv3/home.htm or https://rmt.eu.corp.airliquide.com/rmtv3/home.htm not opening, error on website. STEPS: RMT has been migrated since the 14th of April 2023 with a new url. https://rmt-prod.eu.corp.airliquide.com/rmtv3/home.htm url is no longer working. If issue is on https://rmt-prod.eu.corp.airliquide.com/rmtv3/home.htm then communicate to the user the new url : https://rmt.eu.corp.airliquide.com/rmtv3/home.htm?useSSO=true&_new_session=true If issue is on https://rmt.eu.corp.airliquide.com/rmtv3/home.htm?useSSO=true&_new_session=true or https://rmt.eu.corp.airliquide.com/rmtv3/home.htm, then assign to CGI-CROSS DOMAIN-L3, they will solve the issue. LOGGING CATEGORISATION: Configuration item: RMT AWS - PROD Business service: Referential Management Category: Application Subcategory: Bug / Defect Assignment group: CGI-CROSS DOMAIN-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
BTS - Android Mobile - Activate your phone as hotspot
English
boldizsar.toth@am.corp.airliquide.com
208
Chrystele GUEFFIER
Uncategorized
Published
2025-09-29 14:56:52
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
95
2025-08-04 19:06:59
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User need to have internet connection. User need assistance how to activate phone as hotspot. BEFORE YOU START: User need to have activated the mobile data. STEPS: 1. Go to settings, and after connexions. 2. After select the Mobile acces Pont and Modem 3. You can change the name of connection and password provided. 4. Don't forget to activate the Hotspot option. 5. THe Wifi name will appear on the list. English version: How to set up Mobile Hotspot on Samsung Galazy A22 Slide upwards on the screen, then select the Settings app, then go to 'Connections'Now select the menu point called 'Hotspot and modem'Select the 'Hotspot' optionNote down or change the name and the password that is displayedTo finish activating the modem function: activate the 'Hotspot' option Partage de la connexion internet sur son Samsung Galaxy A22 Faites glisser lécran vers le haut, puis sélectionnez licône paramètres, puis le menu connexions.Ensuite, sélectionnez le menu point daccès mobile et modem.Pour configurer, sélectionnez dabord le menu point daccès mobile.Notez ou modifiez le nom du réseau et mot de passe indiqué.Enfin pour activer le fonction modem : activez le bouton point daccès mobile. LOGGING CATEGORISATION: Business service: GIO-NET-Fixed & Mobile Communications Configuration item: HUBNOSERIAL Category: Devices Subcategory: Support / Assistance Resolution Notes: User could activate his mobile phone as hotspot TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Users is unable to export ECOA with DO. STEPS: 1. Check if the customer Special Price or Price List Price or Rental Price available from 1. The user should use the latest batch number to create COA. 2. If there are additional batches uploaded after the COA creation, it should be achieved. 3. Upload Date is a key field to identify which is the latest batch in the system. 4. Upload Date highlighted on screen can be referred to in DB Column. Table Name.Column Name -> SUPPLIER_COA_STAGING.LAST_UPDATED_DATE LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to add a new language or change the language of the keyboard. STEPS: 1. Go to the search field and type 'Region' > Open Region & language settings 2. Click on 'Add language' > Search the desired language > click on it > it will be added to the list of languages. 3. The user can remove it or set it as default as well. In the bottom right corner the user can change the language whenever it is necessary. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user's pc Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with changing the keyboard layout language. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
additional, additional language layout, airliquide, boldizsar, changing, com, corp, english, extra, gerhards, keyboard, language, layout, maik, region, region and language setting, set, set extra language, setting, software, toth@am, windows
NaN
KB0012020
KOFAX / EPINAL (READSOFT) - how to access from web
English
boldizsar.toth@am.corp.airliquide.com
226
Daniela PJETRI-SC
Uncategorized
Published
2025-07-22 21:17:26
4
GIO Service Desk
NaN
#########
4.00
Invoice dematerialization
NaN
NaN
NaN
62
2025-07-22 21:17:05
#########
NaN
BEU-CROSS DOMAIN
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: User calls because he wants to access READSOFT READSOFT is the same as EPINAL STEPS: User can access READSOFT / EPINAL from the following link, using his SAP OPERA credentials. Username for SAP OPERA can be found in CARM and SAP OPERA password can be reset in CARM by the user which will synchronize with EPINAL. Otherwise : Username and password are the EPINAL credentials To reset EPINAL password please refer to: KB0011417 http://saeu-epiwp01.eu.corp.airliquide.com:8080/pdweb-app/init.do The link above is not anymore in use. Please follow the links SAP Opera WebCycle : http://workcycle:8080/pdweb-app SAP UK WebCycle : http://workcycle:8081/pdweb-app/init.do?sapsystem=P49 SAP Ialadin WebCycle : http://workcycle:8081/pdweb-app/init.do?sapsystem=MPA Username and password are the EPINAL credentials To reset EPINAL password please refer to: KB0011417To EPINAL account creation please refer to: KB0011423 LOGGING CATEGORISATION: Business service: Invoice dematerialization Category: Application Subcategory: Support / Assistance Resolution Notes: User can access Epinal. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
Gideons - Orders that have NOT been transformed from GIDEONS to PTV Tables
English
boldizsar.toth@am.corp.airliquide.com
347
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:01
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
305
2025-04-19 2:37:00
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Users reporting that orders have not been transformed from Gideons to PVT tables STEPS: There are 2 options to do this: 1) Open and save the Order and wait for the next Job run. 2) Filters to check that could have filtered the Order. The following are the valid Conditions for Order to be sent to PTV: a) DO_HEADER.RECORD_STAT <> 'C' DO_HEADER.LOCATION_ID NOT IN ('9G', '9U', '9X') Filter out locations - [9G, 9U, 9X] (for Head Office) while sending to PTV. b) Is not linked to another Trip that was created by PTV DO_HEADER. DOC_TYPE <> The following are the List of Delivery Types to be sent to PTV: - Standard Order - Exclude Min Del - Consignment Note - Suspect Cyl Exchange - Special Gas - CDO - Agents Delivery - Primary Docket c) If the Order is linked to WIP then check if: (WIP_HEADER.STATUS IN ('F','S') OR WIP_HEADER.STATUS IS NULL) d) If Order is linked to a Trip i.e. not created by PTV, then to check if ISNULL(CONSIGN.CONSIGN_STATUS, 0) < 30 DO_HEADER.AUTH_STATUS <> 'I' LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:Canda, USA ENTITY:All except Airgas SYMPTOMS: This article describes how to process tickets related to INTELEX - Industrial Reporting & Sustainability in the United States and Canada. BEFORE YOU START: INTELEX is the solution to report IMS concerns in Air Liquide. Intelex is a software platform designed to help Air Liquide manage and improve their Environmental, Health, Safety, Quality (EHSQ) and Sustainability programs. It offers solutions for compliance tracking, incident reporting, risk management, auditing and Training and Qualification, helping businesses streamline operations, enhance safety and reduce risks. Air Liquide has implemented the 5 Intelex following products: Training and Qualification owned by HRSafety Management Global Solution owned by WBL ElectronicsMaster Data Management (Sites & Facilities) owned by SISQuality owned by WBL ElectronicsIndustrial Report and Sustanaibility owned by GID Please note that this article only applies for the Americas (United States and Canada). STEPS: 1. If the end-user requires further assistance, please redirect the user to the Solution Owner3. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to solution owner / documentation. In case of blank ESS Incident submitted by the user: Business service: GIP - Industrial reporting & Sustainability Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIP-SUPPORT Resolution Notes: Guided user to Solution Owner ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY:Argentina ENTITY:AMER SYMPTOMS: This article describes the steps to follow in case an end-user from Argentina is asking for assistance regarding the SportClub GYM benefit. BEFORE YOU START: SportClub is GYM benefit, some users from Argentina are contacting IT about it, however, it is a topic for HR. STEPS: 1. If a user is asking about SportClub, guide the user to MyHR portal : https://airliquide.service-now.com/esc?id=kb_view2 2. Click on Open HR inquiry and assist the user to fulfill the HR request After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: MyHRExplanation: Guidance to MyHR In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR - PROD Category: Application Subcategory: Support / Assistance
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to handle the error Batch failed due to Invalid Account Code? POSSIBLE CAUSES: The expenditure COA has invalid old account code which is not active in oracle. STEPS: 1. Login to Expense application. 2. Click Admin and then COA menu. 3. List of expenditure item will be displayed 4. Search the expenditure item needs to be corrected. 5. Enter the valid Account Code and clickbutton. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:All ENTITY:Global SYMPTOMS: User can not open ivanti. When opening the app, the icon appears on the task bar but the window does not open on the screen. When the cursor is hovered over the ivanti ikon on the taskbar, user can see the window pup up, however the screen does not open. POSSIBLE CAUSES: User is using multiple screen. Screens are not correctly connected. BEFORE YOU START: Ask the user if he is using multiple screen or if he had recently changed display setup. Ask if same issue happens with different apps. STEPS: Take control of user pc. Ask user to disconnect all screen and reopen ivanti to see is if the issue reoccur. If the window opens correctly when using one screen ask user to plug the screens back. If issue come back when connected to multiple screen, check if the display settings are set up correctly. If issue still persist check with different cable/screen. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Bug / Defect Resolution Notes: Screen display has been set up correctly, ivanti window can now open on multiple screens. TICKET TYPE: Temp field to be used until drop down is created for Adhoc ARTICLE TYPE: Temp field to be used until drop down is created for Process TEAM: Temp field to be used until drop down is created for L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling because he would like to know how to blur the background while in a Google Meet call. BEFORE YOU START: This feature will appear only for eligible devices that meet the technical requirements: Chrome version should be at least 90/91 and only 64 bit version is goodChrome Hardware acceleration must be enabledBrowsers must support WebGL 2.0. STEPS: In a meeting: On the bottom right, click More Click Turn on background blur . Before a meeting: Go to meet.google.com select the meeting.On the bottom right of your self view, click Turn on background blur .Click Join Now. Blurring the background may slow down the device. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: Google MeetContext: Enabling Blur Background In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted
COUNTRY:USA ENTITY:BIS AME SYMPTOMS: This article aims to describe the process on how to proceed with TalentLink application concerns. concerns BEFORE YOU START: TalentLink is critical for managers who need to create a job posting and review job applicants; critical for US critical for internal employees who want to apply for Air Liquide job postings Applicability: Air Liquide US population only. Environment: Web-based Software as a Service (Saas) Category: Human Resources Vendor: Lumesse Former processes: Hiring Managers would log into ADP VirtualEdge to create a new requisition (job posting). Recruiters process job applicants in VirtualEdge and send them to hiring managers for review and hiring decisions. Internal jobseekers would also apply for positions through VirtualEdge. Current processes: Hiring Managers will now log into Workday to create their requisitions (job postings). Data is pushed from Workday into TalentLink through an integration. Recruiters process job applicants in TalentLink and send them to hiring managers for review and hiring decisions. Internal jobseekers now apply for positions through TalentLink. Related KB(s) KB0021293 - myHR/ Workday - Workday Sign in Error KB0013542 - MyTalent - SSO access issue STEPS: Full User Guides and Job Aids have been developed for each segment of the user population in the US. Help is also available on the HR Jobs page within PortAL. The TalentLink and Workday apps are already listed in PortAL on the WebApps page. US Hiring Managers (Full Guide | Job Aid)US Recruiters (Full Guide | Job Aid)Internal Jobseekers (Full Guide | Job Aid) Hiring Mangers and Recruiters will need access to Workday and TalentLink. How to Navigate Workday (LINK) | TalentLink (LINK). Internal Jobseekers will need access to the TalentLink Internal Career Center (LINK). User ID: Single Sign On - SSO For Password Reset see Windows Account - Windows Password Reset Process (Global) For support, including issues logging in, all users should contact the Talent Acquisition Recruiting mailbox at Recruiting.US@airliquide.com. TalentLink issues US Talent AcquisitionRecruiting.US@airliquide.com Local issues (Browser/Java/Flash Player) first troubleshoot * GIO-EUS-SD-AME-L1 Escalation process US HRIS Team Primary Brad GOERTZE: brad.goertz@airliquide.comW: +1 713-624-8033 Yessenia MurrayE: yessenia.murray@airliquide.comW: +1 713-624-8686 Cindi CainE: cindi.cain@airliquide.comW: +1 713-624-8696 Secondary Jeffrey UrryE: jeffrey.urry@airliquide.comW: +1 713-624-8020 US Talent Acquisition Primary Steven TuE: steven.tu@airliquide.comW: +1 713-402-2177 Paul TanselliE: paul.tanselli@airliquide.comW: +1 832-760-0429 Secondary Melissa DebowskiE: melissa.debowski@airliquide.comW: +1 346-971-3040 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to TalentLink Contact In case of blank ESS Incident submitted by the user: Business service: BAM - Employee Experience Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article aims to describe how to identify and route tickets related to Industrial Network Site Connectivity issues reported by one of the below listed industrial sites. BEFORE YOU START: Always verify the application that has the issue as well as the site that the users may be reporting, it may not always be the site in which his profile appears. You can ask for the site ID or the address. For Industrial Monitoring Issues check: KB0050225 For Industrial Paging Systems Issues check: KB0050226 For Industrial Network Security Issues check: KB0050224 For Industrial Virtual Server Issues check: KB0050228 ALWAYS CHECK SITE CONNECTIVITY BY ASKING THE END-USER TO CONFIRM IF EMAIL OR WEB BROWSING IS WORKING. Industrial site list: Site IDLocationCountryBusiness UnitAR008CampanaArgentinaArgentinaAR011DAK EastmanArgentinaArgentinaAR013LlavallolArgentinaArgentinaAR015Bahia BlancaArgentinaArgentinaAR016EnsenadaArgentinaArgentinaAR018SaltaArgentinaArgentinaAR020SiderarArgentinaArgentinaAR025AcindarArgentinaArgentinaAR029HuinculArgentinaArgentinaAR034Ternium CanningArgentinaArgentinaBR001TelefonicaBrazilBrazilBR004Belford RoxoBrazilBrazilBR006CandeiasBrazilBrazilBR011Santa CruzBrazilBrazilBR021JundiaiBrazilBrazilBR026MauaBrazilBrazilBR027Paulinia ASUBrazilBrazilBR032Paulinia SMRBrazilBrazilBR035San JoseBrazilBrazilBR040SuzanoBrazilBrazilBR060ImperatrizBrazilBrazilBR061ItabiritoBrazilBrazilBR074OrtigueiraBrazilBrazilBR083Brazil-DCBrazilBrazilCA015ContrecoeurCanadaCanadaCA016BecancourCanadaCanadaCA019VarennesCanadaCanadaCA020Varennes DCCanadaCanadaCA037Hamilton ACanadaCanadaCA052Medicine HatCanadaCanadaCA057ScotfordCanadaCanadaCA061StrathmoorCanadaCanadaCA196Dawson CreekCanadaCanadaCA198Ultramar ASUCanadaCanadaCA199BalmertownCanadaCanadaCA233HintonCanadaCanadaCA241Port Mellon, BCCanadaCanadaCA252Prescott CO2CanadaCanadaCA273AylmerCanadaCanadaCA372Ultramar VSACanadaCanadaCA380CanforCanadaCanadaCA383Irving VSACanadaCanadaCA399QuesnelCanadaCanadaCL006AntofagastaChileChileCL009Los PinosChileChileCO003TocancipaColumbiaColumbiaKR014AMCKKoreaALAMKR025SJK (Sejong), KoreaKoreaALAMMX002Monclova 6MexicoMexicoMX002Monclova 5MexicoMexicoMX002Monclova SMRMexicoMexicoMX005Pesqueria - TerniumMexicoMexicoMX029TulaMexicoMexicoSG007SingaporeSingaporeALAMUS006BlythevilleUSALIUS011TucsonUSAAirgasUS012El SegundoUSALIUS013EtiwandaUSAAirgasUS014Fremont, CA - ALAMUSAALAMUS014Fremont, CA - BALAZSUSAElectronicsUS017MaderaUSAAirgasUS021RodeoUSALIUS026WilmingtonUSAAirgasUS027DenverUSAAirgasUS032NewportUSAALaSUS034Merritt IslandUSALIUS035OrlandoUSAAirgasUS038Covington, GAUSAAirgasUS044BartonvilleUSAAirgasUS045Chicago HeightsUSAAirgasUS050RoxanaUSAAirgasUS053North VernonUSAAirgasUS055RockportUSAAirgasUS058GhentUSALIUS059Ghent NASUSALIUS060HopkinsvilleUSAAirgasUS065Essex JunctionUSAElectronicsUS066Geismar LCGSUSALIUS068Geismar ASU and CogenUSALIUS069TaftUSALIUS070NorcoUSALIUS071PlaquemineUSALIUS080PevelyUSAAirgasUS085WilsonUSAAirgasUS095MaltaUSAElectronicsUS102Oklahoma CityUSAAirgasUS107McMinnvilleUSAAirgasUS111CoatesvilleUSAAirgasUS114EmporiumUSAAirgasUS115MorrisvilleUSAESGUS116ReadingUSAAirgasUS117RidgwayUSAAirgasUS119CatawbaUSAAirgasUS120DarlingtonUSALIUS122BerkeleyUSALIUS133BloomingtonUSALIUS135ChannelviewUSALIUS136CleburneUSAAirgasUS137Corpus ChristiUSALIUS139Dallas-TIUSAElectronicsUS141Freeport ASUUSALIUS142Freeport HPUUSALIUS143Freeport HyCOUSALIUS145Longview 4 & POXUSALIUS151InglesideUSALIUS152Bayport, TXUSALIUS153La Porte ASU & SMRUSALIUS156Longview 2&3USALIUS159NederlandUSALIUS161Port NechesUSALIUS162Dallas-QorvoUSAElectronicsUS163Dallas-RFABUSAElectronicsUS165ShermanUSAElectronicsUS170Salt Lake CityUSAAirgasUS172CovingtonUSAAirgasUS174ManassasUSAElectronicsUS175RichmondUSAAirgasUS176WaynesboroUSAAirgasUS178AnacortesUSALIUS179KalamaUSAAirgasUS181KentUSAAirgasUS183SaukvilleUSAAirgasUS191Columbus VSAUSAAirgasUS195AddisUSALIUS197BishopUSALIUS200PixleyUSAAirgasUS202SpindletopUSALIUS218VandenbergUSAAirgasUS221AnchorageUSAAirgasUS229Moses LakeUSAElectronicsUS230Live OakUSAALATUSUS238BagdadUSALIUS242OglethorpeUSAAirgasUS243TiogaUSAAirgasUS244LehiUSAElectronicsUS251SandiaUSAElectronicsUS257BranchburgUSAALAMUS272High Springs, FLUSAALAMUS298UMBUSAALAMUS307El PasoUSAAirgasUS312Polykon (Sandston)USAPolykonUS318Littleton, MAUSAAirgasUS322Beaumont LMAUSALIUS331Walnut, MSUSAALATUSUS332PA2USAALAMUS339OakdaleUSAALATUSUS340CyrusOne AustinUSALIUS343HoriconUSAALATUSUS345St. JamesUSALIUS346Bay CityUSALIUS402North Las VegasUSALIUS405Port ArthurUSALI
CONCUR EXPENSE - Approver can not approve the expense
English
boldizsar.toth@am.corp.airliquide.com
242
Linda CAPITAIN-SC
Uncategorized
Published
2025-07-24 2:45:15
4
GIO Service Desk
NaN
#########
NaN
Travel expense management
NaN
NaN
NaN
43
2025-07-24 2:44:54
#########
NaN
BCF-GLOBAL APPLICATIONS-WEB APPS
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: EXPENSE VALIDATION ISSUE (approver can't approve the expense). POSSIBLE CAUSES: User`s approver does not have approval rights on the user entity or his/her approval limit is less than the to-be-submitted expense. STEPS: If User is facing issue in getting his expense validated, the following controls have to be realized UPDATE: Concur profiles are visible in CARM from Helpdesk side! Control n°1 : Ckeck if the user have an expense approver => If "no", a request via CARM has to be done by the user to add an expense approver to his Profile To check, you have to go in the Concur User profile, to click on "Approvers" ; if a name appears in the window opening, it means that the user has one approver affected to his profile (In our example, Chiara.dechecchi is the approver of Linda Capitain) Control n°2 : If the user has an approver affected to his profile, you have to check if the approver of the user (here Chiara De Checchi) has an approver expense role, and the authorized approval limit on the company of the user + check if the "Expense approver" field is ticked In our example, Linda has to ask to her manager to check :- if she has an "authorized approval limit" on his company which is 2220 company Code - if on her Concur profile "Expense approver" is ticked- if she has an "approver" expense role => See below screenshot of the approver profile for applying those controls. Approval entities and Approval Limits assigned to the Approvers can be checked in user's CARM (not possible from SD CARM) 1. Take over the user's pc 2. Open CARM 3. Search for the approver in the Search for field 4. Check the approver's Concur account (entities, and limits are visible there) NOTE: The approver must have enough "Authorized approver limits" on the company code of the user to be able to validate the expense. If no, the approver has to raise a request to add an "Authorized Approval Limits" on the company code, he is supposed to validate the expense. If every prerequisites are correct but the user is unable to find expense approver please try to look for the expense approver manager with a star "*" at first. In case modification needs to be done, proceed as per the below ticket logging categorisation. If everything is set up correctly, follow KB0043063 LOGGING CATEGORISATION: Business service: Travel expense management Configuration item: E-Expense Concur SaaS - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Informed user that the approver rights for the given entity and/or the approval limit change must be requested. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to know what the capabilities are based on the different access rights in Shared drive. STEPS: https://support.google.com/a/answer/7337554?hl=en 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: Google DriveContext: Types of Access Rights In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has an error message that certificates are missing when try to connect to VPN. POSSIBLE CAUSES: Ivanti application does not recognize certificates of security. BEFORE YOU START: Make sure that user has OKTA activated and user has already a stable internet connection. STEPS: 1.- Search for certification authority on the user PC 2. Select Intermediate Certification Authorities and click on certificates3. Right click > All task > Import5. Browse the DigiCertCA.crt file which is attached to this mail. If cannot find the certificate on the user's PC, please copy and paste this certificate from https://drive.google.com/file/d/1XaJ171fQOCIczJYOQ4MmZhmkXhyRINDG/view In case the issue still persists, please navigate to https://eu.vpn.airliquide.com/all and launch the Pulse Secure application launcher as follows to install the certificate. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - SRA - IVANTI (PULSE) - ISSUE Business service: GIO - SEC - Secure Remote Access Category: Application Subcategory: Support / Assistance Resolution Notes: Security certificate installed successfully. TICKET TYPE: incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Paraguay ENTITY:Americas SYMPTOMS: This article describes the steps to follow in case an end-user requires support for the Bancard application. BEFORE YOU START: Bancard is an application used in Paraguay in relation with the TOTVS application. STEPS: If an end-user requires support for the Bancard application, advise the user to get in contact with Macarena Villalba. After redirecting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to key user of Bancard application. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
COUNTRY:Canada ENTITY:CA-ALC SYMPTOMS: This KB describes the steps to follow in case an end-user requires assistance with the Be-Connected portal. BEFORE YOU START: Be-Connected is an Airliquide.ca website & e-commerce portal for purchasing AL products and account reviewBuilt on the Oracle Commerce Cloud platform for online e-commerce, includes the custom application in the AL internal side. IMPORTANT: Please note that many end-users are submitting webtickets about the Be-Connected portal based on categorization instructions that they have requested internally. They are often referencing ORACLE in their tickets as the application is built in an Oracle environment (Oracle Commerce Cloud). Whenever you encounter a web-ticket about Be-Connected, even if it references Oracle, make sure that the categorization is as per THIS KB and if so, let the ticket get assigned to the default resolver team appearing on Intake level! STEPS: If an end-user needs any assistance with the Be-Connected portal, create a ticket based on the below categorization and send it to the indicated resolver team. LOGGING CATEGORISATION: Business service: BAM - Customer Experience Configuration item: Be-Connected (Oracle Commerce Cloud OCC) - NAM - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAM-APP-L2-Customer Experience TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
NAS Server/Shared drive/Network drive Access request /Issues
English
boldizsar.toth@am.corp.airliquide.com
456
J'Rose MATUTINA-SC
Network / Connectivity
Published
2025-07-30 12:28:58
5
GIO Service Desk
NaN
#########
1.00
GIO - EUS - Service Desk
NaN
NaN
NaN
186
2025-04-21 20:35:59
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NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User need assistance to have NAS Server/Shared /Network drive access STEPS: Guide user to submit the NAS Server/Shared drive/Network drive access request via MyIT Corner for a new request. If it is related to an issue (able to access previously), then SD can support with Incident ticket. Grant NAS server shared folder access https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=156067c60f9dcb00aca9c9cce1050e9c NAS Server list for APAC (including admin account information for Service Desk reference) https://docs.google.com/spreadsheets/d/12QIB_vTDElPnL9Gl--mqV4DyLJ_OCB5xO4-4TvgYamw/edit#gid=1696826872 Type Country IP Address Admin Portal Netapp China 172.17.143.26 Refer to Spreadsheet NAS Hong Kong 172.17.156.8 https://172.17.156.8:5001/ NAS Hong Kong 172.17.156.26 https://172.17.156.26:5001/ NAS Hong Kong 192.168.10.10 https://192.168.10.10:5001/ NAS Hong Kong 172.17.156.6 https://172.17.156.6:5001/ NAS Taiwan 172.17.32.83 http://172.16.151.12:8080/cgi-bin/ NAS Korea 172.17.32.83 http://172.17.32.83:5000/ NAS Singapore 172.17.93.118 https://172.17.93.118:5001/ NAS Philippines 172.17.162.11 http://172.17.162.11:5000/ NAS Indonesia 172.17.25.2 http://172.17.25.2:5000/ NAS Vietnam 172.17.172.22 https://172.17.172.22:5001/ NAS Thailand 172.17.26.2 http://172.17.26.2:5000/ PC Thailand 172.17.27.9 RDP , VNC access NAS Malaysia 10.235.86.24 http://10.235.86.24:5000/
English
boldizsar.toth@am.corp.airliquide.com
93
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:34
5
GIO Service Desk
NaN
#########
NaN
BAMEI - Navision - Application
NaN
NaN
NaN
22
2025-07-28 20:08:56
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User is unable to login to Navision via Citrix due to "an error has occurred" error. POSSIBLE CAUSES: User does not have a Navision profile or the proper Navision profile STEPS: Follow the articles: Navision account creation - KB0020123 or Navision modify profile (AMEI) - KB0020117 LOGGING CATEGORISATION: As per referenced KBs
REGION:AMER ENTITY:BIS AMER SYMPTOMS: User needs assistance regarding MyFinance site. BEFORE YOU START: Always perform any basic troubleshooting for the browser and network connectivity. If user is contacting us because a PO is not showing in MyFinance, kindly inform user that there is a syncronization period of time between MyFinance and Oracle, in this case user needs to wait until the synchronization occurs; in such cases create and close an informative ticket. If a user is asking about access to the platform, provide the following link, it should not ask for any special account: https://airliquide.service-now.com/myfinance If the user states that the access they have is insufficient, ask them to contact their line manager as this is out of scope for IT. STEPS: 1.- Create an INC and document as much information as possible such as Purchase Order (PO) number, consider adding screenshots and error messages. 2.- Route the ticket as per logging categorization below. LOGGING CATEGORISATION: Business service: GIO - PCI - Data & Dashboard Category: Application Subcategory: Depending on the case Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance Team TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: The following article describes the process on how to advise users to get access to the NWA Server. BEFORE YOU START: Verify with the user the issue or request is for NWA server in the Americas Citrix STEPS: For access to the NWA server, user must have the submit the "Active Directory Groups Members Management" request Requesting to add a member to the us-airliquide\BIS-Americas_SG_AWS_NWASPC AD group Must submit 1 request per user MMS > GIO Services > Business Apps Foundations > Identity & Access Management > Active Directory > Add / remove Active Directory Groups Members The request is located in the GIO Catalog, most users don't have access to this form, if the user is unable to open the form, redirect the user to contact their corresponding IT Manager based on KB0051165 - GIO Requests - How to Assist Users in the Americas After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: MyITCorner Assistance request submitted.
COUNTRY/REGION:Canada, USA ENTITY:All except Airgas SYMPTOMS: Provide a description of the problem the user is experiencing BEFORE YOU START: INTELEX is the solution to report IMS concerns in Air Liquide. Intelex is a software platform designed to help Air Liquide manage and improve their Environmental, Health, Safety, Quality (EHSQ) and Sustainability programs. It offers solutions for compliance tracking, incident reporting, risk management, auditing and Training and Qualification, helping businesses streamline operations, enhance safety and reduce risks. Air Liquide has implemented the 5 Intelex following products: Training and Qualification owned by HRSafety Management Global Solution owned by WBL ElectronicsMaster Data Management (Sites & Facilities) owned by SISQuality owned by WBL ElectronicsIndustrial Report and Sustanaibility owned by GID Please note that this article only applies for the Americas (United States and Canada). STEPS: 1. Redirect the end-user to submit their query on this Training & Qualification - Intelex form.2. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: MyHRExplanation: Guidance to MyHR In case of blank ESS Incident submitted by the user: Business service: GIP - Training & Qualification Category: Application Subcategory: Support / Assistnace Resolution notes: User guided to the corresponding MyHR form.
airliquide, ame, americas, boldizsar, canada, com, corp, english, intelex, intelex americas, intelex training management ame, intelex training management americas, intelex training management canada, intelex training management usa, management, toth@am, training, training management, usa
NaN
KB0049122
PISA - installation
English
boldizsar.toth@am.corp.airliquide.com
33
Laurence AZERRAD
Uncategorized
Published
2025-07-29 18:10:14
5
GIO Service Desk
NaN
#########
NaN
BEC - Other Global Applications
NaN
NaN
NaN
2
2025-07-23 18:17:51
#########
NaN
BEC-GLOBAL-APPS-L3
COUNTRY/REGION:GERMANY / POLAND ENTITY:BIS E&C SYMPTOMS: E&C user is calling from Germany or Poland, because they want to install PISA. STEPS: User needs to raise the Software installation request in MyItCorner: 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Installation / Deployment Resolution Notes: MyITCorner Assistance request submitted.
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article aims to describe how to identify and route tickets related to Industrial Paging Systems issues reported by one of the below listed industrial sites. BEFORE YOU START: Always verify the application that has the issue as well as the site that the users may be reporting, it may not always be the site in which his profile appears. You can ask for the site ID or the address. For Industrial Monitoring Issues check: KB0050225 For Industrial Network Security Issues check: KB0050224 For Industrial Site Connectivity Issues check: KB0050227 For Industrial Virtual Server Issues check: KB0050228 ALWAYS CHECK SITE CONNECTIVITY BY ASKING THE END-USER TO CONFIRM IF EMAIL OR WEB BROWSING IS WORKING. Industrial site list: Site IDLocationCountryBusiness UnitAR008CampanaArgentinaArgentinaAR011DAK EastmanArgentinaArgentinaAR013LlavallolArgentinaArgentinaAR015Bahia BlancaArgentinaArgentinaAR016EnsenadaArgentinaArgentinaAR018SaltaArgentinaArgentinaAR020SiderarArgentinaArgentinaAR025AcindarArgentinaArgentinaAR029HuinculArgentinaArgentinaAR034Ternium CanningArgentinaArgentinaBR001TelefonicaBrazilBrazilBR004Belford RoxoBrazilBrazilBR006CandeiasBrazilBrazilBR011Santa CruzBrazilBrazilBR021JundiaiBrazilBrazilBR026MauaBrazilBrazilBR027Paulinia ASUBrazilBrazilBR032Paulinia SMRBrazilBrazilBR035San JoseBrazilBrazilBR040SuzanoBrazilBrazilBR060ImperatrizBrazilBrazilBR061ItabiritoBrazilBrazilBR074OrtigueiraBrazilBrazilBR083Brazil-DCBrazilBrazilCA015ContrecoeurCanadaCanadaCA016BecancourCanadaCanadaCA019VarennesCanadaCanadaCA020Varennes DCCanadaCanadaCA037Hamilton ACanadaCanadaCA052Medicine HatCanadaCanadaCA057ScotfordCanadaCanadaCA061StrathmoorCanadaCanadaCA196Dawson CreekCanadaCanadaCA198Ultramar ASUCanadaCanadaCA199BalmertownCanadaCanadaCA233HintonCanadaCanadaCA241Port Mellon, BCCanadaCanadaCA252Prescott CO2CanadaCanadaCA273AylmerCanadaCanadaCA372Ultramar VSACanadaCanadaCA380CanforCanadaCanadaCA383Irving VSACanadaCanadaCA399QuesnelCanadaCanadaCL006AntofagastaChileChileCL009Los PinosChileChileCO003TocancipaColumbiaColumbiaKR014AMCKKoreaALAMKR025SJK (Sejong), KoreaKoreaALAMMX002Monclova 6MexicoMexicoMX002Monclova 5MexicoMexicoMX002Monclova SMRMexicoMexicoMX005Pesqueria - TerniumMexicoMexicoMX029TulaMexicoMexicoSG007SingaporeSingaporeALAMUS006BlythevilleUSALIUS011TucsonUSAAirgasUS012El SegundoUSALIUS013EtiwandaUSAAirgasUS014Fremont, CA - ALAMUSAALAMUS014Fremont, CA - BALAZSUSAElectronicsUS017MaderaUSAAirgasUS021RodeoUSALIUS026WilmingtonUSAAirgasUS027DenverUSAAirgasUS032NewportUSAALaSUS034Merritt IslandUSALIUS035OrlandoUSAAirgasUS038Covington, GAUSAAirgasUS044BartonvilleUSAAirgasUS045Chicago HeightsUSAAirgasUS050RoxanaUSAAirgasUS053North VernonUSAAirgasUS055RockportUSAAirgasUS058GhentUSALIUS059Ghent NASUSALIUS060HopkinsvilleUSAAirgasUS065Essex JunctionUSAElectronicsUS066Geismar LCGSUSALIUS068Geismar ASU and CogenUSALIUS069TaftUSALIUS070NorcoUSALIUS071PlaquemineUSALIUS080PevelyUSAAirgasUS085WilsonUSAAirgasUS095MaltaUSAElectronicsUS102Oklahoma CityUSAAirgasUS107McMinnvilleUSAAirgasUS111CoatesvilleUSAAirgasUS114EmporiumUSAAirgasUS115MorrisvilleUSAESGUS116ReadingUSAAirgasUS117RidgwayUSAAirgasUS119CatawbaUSAAirgasUS120DarlingtonUSALIUS122BerkeleyUSALIUS133BloomingtonUSALIUS135ChannelviewUSALIUS136CleburneUSAAirgasUS137Corpus ChristiUSALIUS139Dallas-TIUSAElectronicsUS141Freeport ASUUSALIUS142Freeport HPUUSALIUS143Freeport HyCOUSALIUS145Longview 4 & POXUSALIUS151InglesideUSALIUS152Bayport, TXUSALIUS153La Porte ASU & SMRUSALIUS156Longview 2&3USALIUS159NederlandUSALIUS161Port NechesUSALIUS162Dallas-QorvoUSAElectronicsUS163Dallas-RFABUSAElectronicsUS165ShermanUSAElectronicsUS170Salt Lake CityUSAAirgasUS172CovingtonUSAAirgasUS174ManassasUSAElectronicsUS175RichmondUSAAirgasUS176WaynesboroUSAAirgasUS178AnacortesUSALIUS179KalamaUSAAirgasUS181KentUSAAirgasUS183SaukvilleUSAAirgasUS191Columbus VSAUSAAirgasUS195AddisUSALIUS197BishopUSALIUS200PixleyUSAAirgasUS202SpindletopUSALIUS218VandenbergUSAAirgasUS221AnchorageUSAAirgasUS229Moses LakeUSAElectronicsUS230Live OakUSAALATUSUS238BagdadUSALIUS242OglethorpeUSAAirgasUS243TiogaUSAAirgasUS244LehiUSAElectronicsUS251SandiaUSAElectronicsUS257BranchburgUSAALAMUS272High Springs, FLUSAALAMUS298UMBUSAALAMUS307El PasoUSAAirgasUS312Polykon (Sandston)USAPolykonUS318Littleton, MAUSAAirgasUS322Beaumont LMAUSALIUS331Walnut, MSUSAALATUSUS332PA2USAALAMUS339OakdaleUSAALATUSUS340CyrusOne AustinUSALIUS343HoriconUSAALATUSUS345St. JamesUSALIUS346Bay CityUSALIUS402North Las VegasUSALIUS405Port ArthurUSALI
Windows - Configuration of Migrated Windows Account
English
boldizsar.toth@am.corp.airliquide.com
277
Martin GAITE
Windows - Storage / Performance
Published
2025-07-30 11:35:28
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
77
2025-05-13 19:35:42
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRYArgentina ENTITY:Bis Amer SYMPTOMS: User is reporting issues with logging in to their PC, the error message on the Windows Logon screen states that their account has been 'Disabled'. POSSIBLE CAUSES: HR in Argentina is migrating existing End-User accounts within AR-ALABS-NAM from the SA domain to the US-AIRLIQUIDE domain. This is for internal reasons of the entity. The users are typically not advised about the change in advance so it comes to them as a surprise. BEFORE YOU START: The KB will cover how to: Assist to sign in to Windows with the new accountRe-configure OKTA DesktopRecover files and folders from old User Windows ProfileRecover Bookmarks for Chrome The user might be needing assistance with further points based on their position, these are ad hoc things that you will need to take care of following the logic of the above mentionned main steps. Whenever it comes to using Desktop applications, the user won't need to request for new installations, the apps should be findable using the Start Menu Search Field to look for them. STEPS: I. Signing in to Windows 1. AUTHENTICATE THE USER 2. Verify whether the user's PC is on Air Liquide network or not a) If on AL network, ask user to click on 'OTHER USER' at the bottom left corner of the Windows Logon screen and type their username following the below template: US-AIRLIQUIDE\firstname.lastname b) If NOT on AL network, assist the user to sign into the GIOLAC session ( KB0014745 - WINDOWS - How to check GIOLac password ) Once in the GIOLAC session, assist the user to connect to Ivanti (might need a new password for the US-AIRLIQUIDE account and might need to assist with activation of mobile phone with OKTA)Once on Ivanti, synchronize the account credentials for the US-AIRLIQUIDE account ( KB0024426 - WINDOWS - How to test/synchronise Windows password after reset )IMPORTANT: when syncing the account, the user's username should follow this template: US-AIRLIQUIDE\firstname.lastnameSign out of/Lock the GIOLAC session and enter the user's US-AIRLIQUIDE session II. Reconfiguring OKTA Desktop Many of the migrated users have OKTA Desktop activated as authenticator. After the account migration, the computer will still come up as an authenticator but as it was configured in the old user profile, it will no longer work. Go to the OKTA Admin Console, look for the user and if you see the user's computername set as an authenticator, remove it2. Open the OKTA Desktop app on the user's Windows session and activate it again (you might still need to hit 'Remove Account' within the app when opening it for the first time) III. Recovering files and folders from old user profile When the new user profile is loaded, a new User folder will be created under C:\UsersThe folder containing the files for the new account will appear as 'Firstname.Lastname.US-AIRLIQUIDE', the old user folder will be simply appearing like 'Firstname.Lastname' 1. Open the user's old user profile folder by going to C:\Users\firstname.lastname and authenticate with your ADM when the admin prompt arrives 2. It is recommended at this point to open a second File Explorer window and open the new user profile folder by going to C:\users\firstname.lastname.US_AIRLIQUIDE3. The 3 main folders where we typically recover content from are: Desktop, Documents, Downloads (when it comes to 'Downloads' agree on a sensible date from which the data should be recovered, it is typically not needed to copy years' worth of downloads).4. Copy the contents of each of the 3 folders to their corresponding folder under the new profile.5. Look for any other custom folders on the main layer of the old user profile folder to see if the user had any other important information stored outside of the above 3 folders IV. Recovering Chrome Favorites 1. Follow KB0012883 - Chrome - Bookmark recovery in the context of the old user profile folder ( C:\users\firstname.lastname) and copy the recovered file to the corresponding folder in the new user profile folder (C:\users\firstname.lastname.US-AIRLIQUIDE )2. If the user had Google Sync turned on, you won't find the 'Default' folder in the old profile, in such cases, just turn on Sync on the Chrome profile of the new windows profile LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Devices Subcategory: Operating System Configuration item: Hostname Resolution Notes: User logged in to their new Windows account successfully and recovered all accesses. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
EE Customer & Distributor Data Management and Invoicing
NaN
NaN
NaN
28
2025-07-28 20:13:34
#########
NaN
BEU-CYL-CADEX-L2/L3
COUNTRY/REGION:Turkey, Poland ENTITY:ALL SYMPTOMS: user has any functional issue in iAladin Oracle: not able to print to pdf, getting error when trying to print to printer, not able to open invoice, ecc. STEPS: Create an incident ticket and send it to BEU-EE-IALADIN CC-L2/L3. LOGGING CATEGORISATION: Business service: EE Customer & Distributor Data Management and Invoicing Configuration item: IALADIN ORACLE 12C - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEU-EE-IALADIN CC-L2/L3 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
airliquide, based, boldizsar, com, corp, corrupted, english, ialadi, ialadin, ialadin oracle, krzysztof, lopata, oracle, toth@am, web, web based ialadi
NaN
KB0020807
QUEST Trip status is "Trip completed by driver" and unable to change the status
English
boldizsar.toth@am.corp.airliquide.com
142
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-07-29 18:12:19
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
285
2025-04-19 2:56:03
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: The trip status is Consolidation success, Nippo number also appears but when the user unable to change the trip status to Confirmed by shipping company. DT data is missing from the consolidation screen. When try to create new DT data, below error appear STEPS: Access to HUBIT site and search for target tripCheck status code of Bravo Trip Control Flag. If the status shows code 15, create an incident and escalate to HUBIT team to change the code to 18 After the status code changed, check with the shipping company again. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:Canada ENTITY:Vitalaire/RTS SYMPTOMS: User reporting issues when they try to complete the installation of Mini CPAP by Somnetics, the icons still grayed out. The application icons looks grayed out as bellow image. POSSIBLE CAUSES: USB controllers and the certificates are not properly installed BEFORE YOU START: Make sure of the specific device that the user connects via USB, because all the drivers are so specific. STEPS: 1. When the USB device its already connected we can proceed to install the proper drivers from Desktop Software - Transcend CPAP Posible devices and models are: Transcend Micro / Transcend 3 or Transcend 365 / Transcend Auto or EZEX 2. Click on " Drivers download link" to download the needed driver files 3. Extract the folder with 7-zip and when the folder its open, start to install the certificates (.CER) and the drivers (.INF) necessary to the proper function of the USB device. Installation is done by simply doing a right click on the files and selecting 'Install' from the list of options. Files to install are highlighted on the below image. 4. Open the App with the USB connected if the Icons still grayed out, reboot the PC If the process is completed successfully, the MINI CPAP icons are going to change the color as the bellow image. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: Drivers installed completely, and the MINI CPAP is working properly. TICKET TYPE: INCIDENT ARTICLE TYPE: FCR TEAM: L1
365, airliquide, auto, boldizsar, canada, com, controller, corp, cpap, driver, drivers, english, ezex, guide, installation, micro, mini, mini cpap, somnetics, toth@am, transcend, transcend 3 or transcend 365, transcend auto or ezex, transcend micro, usb, vitalaire
NaN
KB0020524
ADP - Access to BI Group platform for the Americas
English
boldizsar.toth@am.corp.airliquide.com
60
Jefferson SILVA-SC
Uncategorized
Published
2025-09-29 14:32:24
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
36
2025-07-28 20:54:48
#########
NaN
GDO-BI-SUPPORT-L3
REGION:AME ENTITY:BIS AMER SYMPTOMS: A business user needs access to the BI Group platform. BEFORE YOU START: This section is to guide the user to request access to the BI Group platform, per Group standards. The BIG solutions are separated into three categories: BI Corporate, BI for Operations, and Self-BI. Access to any of the BI categories are managed through CARM and are detailed in a step-by-step tutorial on the BIG Group site. Role Function BI Corporate Refers to Group standard dashboards, fed by Corporate data sources containing affiliate information. BI for Operations Hubs, Clusters, Affiliates can leverage the BIG platform and data mine their own local systems or data. Self BI Operations Controllers, Analysts, Data Scientists can use BIG to build their own dashboards and perform advanced or ad hoc analysis. Reference KB0018336 for additional information if there are issues with the access STEPS: Questions to first ask the users: Do you have a Power BI account?If yes, ask this question: Are you trying to access a BI Product? (= ATLAS) Depending on the answer, either start at PART 1: New user, or PART 2: Existing user accessing BI Product. PART 1: New user If the user is new to Power BI, and has never accessed the Power BI platform, (assumes they have a Power BI account), they should request the following on CARM first: Open CARM, and select My Access,Click the + button to add a new request, A second window will open and select BI Corporate, and then select Self BI group, Then, they will need to request BI for Operations, and then Self BI,Once the user has requested the two roles, it may take up to 1 business day for the accounts to be created in Power BI. PART 2: Existing user accessing BI Product Guide the user to get access to ATLAS: Open CARM, and select Request New Access, From the dropdown list, select BI for Operations, Within BI for Operations, select AL Americas BI, and a list of security groups will populate, Note that per each data module available in the ADP (Sales, Inventory, Finance, etc.) there are three security groups: Business Line, Country, and Country Cluster Search for the appropriate CARM security group dependent on the dashboard or report you are trying to access within the ATLAS Report Directory, Request the corresponding security group, and thenThe CARM validator will review the access request, and within 24 hours the user will be able to access the data. 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
Desk Phone - USA Phone System - Add, Move, Change, or Delete user extension
English
boldizsar.toth@am.corp.airliquide.com
135
Andrea DANIEL
Uncategorized
Published
2025-09-29 14:56:49
6
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
749
2025-07-29 18:10:05
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY:USA ENTITY:BIS AMER SYMPTOMS: This article describes steps to perform in case a US user needs to Add, Move, Change, or Delete a desk phone extension BEFORE YOU START: For other Telephony needs, check below KBs: KB0048742 - Desk Phone - Canada and US Phone System Configuration KB0048743 - Desk Phone - Canada and USA Phone System VoiceMail Support KB0048744 - Desk Phone - Canada and USA Phone System - How to Log In KB0048745 - Desk Phone - Canada and USA Phone System Issues STEPS: Guide the user to MyITCorner and search for the Manage an Office Telephony Profile form and have the user fill it out according to the action they need to have done. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Accessories Resolution Notes: MyITCorner Assistance request submitted.
add, airliquide, andrea, boldizsar, change, com, corp, daniel, delete, desk, deskphone, english, extension, line, move, office, officephone, phone, request, software, states, system, tele, telephone, telephony, toth@am, united, united states us deskphone extension phone line telephone phone tele phone desk phone deskphone tele officephone office phone telephony request \n desk phone - phone system for us, us, usa
NaN
KB0054044
Google Meets - cannot apply visual effects
English
boldizsar.toth@am.corp.airliquide.com
98
Guillaume CHIROL
Uncategorized
Published
2025-05-05 15:44:52
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
30
2025-05-05 15:38:00
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When trying to apply visual effects in Google Meets, user sees error message: "Configure your browser for visual effects: To use visual effects, turn on hardware acceleration in your browser settings." POSSIBLE CAUSES: Hardware/Graphics acceleration is turned off in Chrome Google Chrome is not updated STEPS: 1 - Update google chrome as per KB0012265 2 - Recreate Chrome profile as per KB0039791 3 - Turn on the "Hardware/Graphics acceleration" in Google Chrome> Settings > System 4 - Click on "Apply visual effects" and choose the visual effect. 5- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: MeetContext: Assistance with enabling Visual Effects in Meet In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, apply, boldizsar, browser, chirol, com, configure, configure your browser for visual effects, corp, effects, english, error, google, google meets, guillaume, meets, settings, toth@am, visual, visual effects, your
NaN
KB0018064
Network - Handling Network Requests
English
boldizsar.toth@am.corp.airliquide.com
338
Christopher VOROUS
Network / Connectivity
Published
2025-09-29 14:48:07
5
GIO Service Desk
NaN
#########
NaN
GIO-EUS-Mobile Fleet Management
NaN
NaN
NaN
96
2025-08-18 21:26:40
#########
NaN
GIO-NET-TEM
COUNTRY/REGION:AME ENTITY:AMER BIS SYMPTOMS: User contacts the service desk with a network request BEFORE YOU START: Ticket Type: Request (DO NOT LOG AN INCIDENT) Make sure to check where the request is listed in order to determine what to do STEPS: Network requests which involve a demand or change: Site Bandwidth IncreaseComplex Router Configuration ChangeOffice Telephony service Deployment/CancellationSite MoveSite WiFi AP deployment (Wireless Access Point = WAP)Site WiFi Service Deployment & RemediationSwitch deployment or upgrade (e.g. Business Switch)WAN Line upgrade/downgradeWiFi SSID Office Addition/Removal Step 1: Advise the user to email wwgio-csm-ame@airliquide.com and copy Christopher Vorus (christopher.vorous@airliquide.com) You can provide the user the contact information Step 2: Confirm end user understands whom to contact Step 3: Close ticket as informational Network requests which involve a GIO Catalog request: DHCP Static Binding = IP reservationSite CreationSite ModificationManage industrial WiFi (Authentication to WiFi@IND_DRTC) Step 1: Advise the user to contact his IT Approval or Budget Approver, for them to make the request in the GIO CatalogStep 2: Confirm end user understands Step 3: Close ticket as informational Switch Port configuration and other network requests: Step 1: Create an Icident ticket Step 2: Gather as much information about the request as possible Step 3: Route to the Network team LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO-NET-Site Connectivity Category: Network Subcategory: Bug / Defect Resolution notes: User guided to appropriate contact.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance with how to watch a livestream meeting in Google Meet BEFORE YOU START: Only guests within your organization can view a live stream from your organization. Full participants within your organization can stop and start the stream during the meeting, and record the event. Guests who join to view-only cannot participate in the meeting or control streaming and recording. People using the live-stream link cannot interact with the meeting participants or others watching the live stream. Supported browsers: Chrome Browser, Microsoft® Edge®, Mozilla® Firefox®, Opera®, Apple® Safari®. STEPS: Watch a live-stream event To watch a live-stream event, guests can: Click the live-stream link in the Calendar event or an email.Watch from a meeting room that is added to the event and set up with Chromebox or Chromebase for meetings. When you watch a live-stream event, you can: Stop and start the live playback.Adjust the playback speed and video quality.Play the video on a TV.Switch to full-screen mode. Note: To watch the event later, ask the meeting organizer if a recording is available. The live-stream can only be viewed while being broadcast live. Start and stop a live stream You can start or stop the live stream if you are in the same organization as the meeting organizer and joined as a full participant. Guests who join to view-only cannot control the live stream. 1. Open Google Calendar and join the video meeting. 2. Select More and then Start streaming. 3. Confirm that you want to start streaming.When streaming is on, at the top left, youll see Live. View-only guests can now watch the meeting using the stream URL. 4. Select More and then Stop streaming to stop streaming. 5. Confirm that you want to stop streaming. 7. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: MeetContext: Assistance with Livestream In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User cannot enroll his/her IOS device. Enrollment failed. User receives error message during the enrollment. Device is stuck during the enrollment process. BEFORE YOU START: User has access to Intelligent HUB (in CARM - My accesses - Mobile Device Access) - If no access, follow: KB0014449 User's device has at least iOS 15 (Intelligent HUB is not compatible with lower versions) Guide user to Settings > General > About STEPS: Sometimes a device can be stuck during the enrollment process. The enrollment has to be restarted from the beginning, on iOS the only way to do so is to uninstall and reinstall the app. Uninstall the Intelligent HUB application. (on iOS devices that's the only way to start the enrollment from the beginning) Tap-and-hold the icon of Intelligent Hub until a "X" appears on it, click on the "X" and "delete" 2. Generate NEW code for the user as per KB0013840 (replace existing token) 3. Enroll the phone again with the new QR code as per KB0014388 (it contains re-installation of the application) IF KO possible issues: Your account is not allowed to enroll. Please contact your system administrator. Restart the device Error: "Enrollment Blocked" during Workspace ONE enrollment Restart the device Enrollment blocked: This device is registered to another user. Contact your administrator" This issue occurs on Corporate-Owned devices where the device is still registered to the previous user. You must delete and re-register the device with the new user. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Intelligent Hub - Issue Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrolment Resolution Notes: Service desk will assist the user to un-enroll and re-enroll the device TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: PDF docket not found in GTS application. POSSIBLE CAUSES: 1. Docket is not processed in GTS. 2. There is no such docket created in PDA_DO_HARDCOPY table STEPS: 1. Check data exists in PDA_DO_HARDCOPY table for that docket. SELECT * FROM PDA_DO_HARDCOPY WHERE DOC_NO = 'XXX' 2. Check is this docket is processed with GTS. SELECT * FROM DO_HEADER WHERE SVX_STATUS > 30 AND DOC_NO = 'XXX' LOGGING CATEGORISATION: Business service: BAP - HUB GTS Configuration item: GIDEONS - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BAP-COE-GTS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, boldizsar, com, corp, deepak, delivery, do, docket, english, found, gts, hasani-sc, not, order, pdf, pdf delivery order, pdf do, pdf docket, toth@am
NaN
KB0012484
NEOCASE - No access
English
boldizsar.toth@am.corp.airliquide.com
672
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-04-24 17:40:23
4
GIO Service Desk
NaN
#########
5.00
BHC - FO - Neocase
NaN
NaN
NaN
794
2025-04-24 17:36:24
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User cannot access Neocase. User is prompted to write his/her NT credentials or a white page indicating Error" is displayed. BEFORE YOU START: User should have a Neocase account (account creation for Neocase by BHC-SUPPORT-L1 ). request raised in MyITcorner: If user connected with VPN, make sure that he/she is connected to Europe Zone!!! Multi-channel Demand Management software for call centers. User guide (YOU CAN SHARE with user): https://docs.google.com/document/d/1_3ZfoF1n72UmFhxiisG5IjJxbRhckFyVB71vNmDvdrc/edit People within Air Liquide that use this Application today: FR-ALHISTFR-ALEHOS DEVELOPMENTFR-ALEHOS SERVICESFR-PHARMADOM-ORKYNFR-VITALAIREFR-ADAIR login: ORKYN : http://neo-or.eu.corp.airliquide.com/intervention/i_home.asp VITALAIRE : http://neo-va.eu.corp.airliquide.com/intervention/i_home.asp ADAIR : http://neo-ad.eu.corp.airliquide.com/intervention/i_home.asp ALEHOS SERVICE : http://neo-al.eu.corp.airliquide.com/intervention/i_home.asp If connected with Ivanti, make sure to select Europe zone, HHC applications only works with Europe zone! STEPS: If user is prompted to write his/her NT credentials, user has to type Windows credentials, (name.lastname and Windows password) NOT EMAIL ADDRESS. In case this does not solve the issue, then the user needs to change the Windows password in CARM. If this has not solved the problem and if user gets a blank page indicating "Error" as below: Use only Edge with Internet explorer mode navigator LOGGING CATEGORISATION: Business service: BHC - FO - Neocase Configuration item: NEOCASE - PROD Category: Application Subcategory: Account and password Resolution Notes: Guided user to connect to Neocase application. In case password reset is needed: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM for Password reset.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is trying to access a website but is getting the following error message: POSSIBLE CAUSES: Blocking error following a bad character written, URL Unauthorized or bad file type uploaded. STEPS: Try re-launching the web-browser, if KO: 1. Try deleting cache, cookies and history in Edge and try to access again, if KO: 2. OPTIONAL: If user is working from home, advice to connect using a different connection, if KO: 3. Ask user to get in contact with their IT Manager/Budget Approver to submit the Unlock support ID generate by the Web Filter Application form. While the user awaits for the resolution of the correspondent RITM, you can verify if they're able to access using an Incognito window in Chrome or an InPrivate window in Edge. LOGGING CATEGORISATION: In case of Browser troubleshooting/blank webticket submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Bug / Defect Resolution Notes: Troubleshot the Security Filtering issue deleting cache, cookies and history in Edge In case of redirection to IT Manager: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to IT Manager.
airliquide, been, block, blockage, blocked, boldizsar, browser, browsing, com, corp, english, external, filtering, gregoire, guest, has, html, http, https, id, message, page, penet, reach, reasons, security, security filtering the web page has been blocked for security reasons support id security filtering issue error message block blockage page unreachable unable to reach site external web site browser browsing url html http https, site, support, toth@am, unable, unreachable, url, web
NaN
KB0048509
Windows - Cannot Delete a File from PC
English
boldizsar.toth@am.corp.airliquide.com
145
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:35:31
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
38
2025-05-13 19:06:58
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: The user is unable to Delete, Remove or rename given file located mainly on the desktop ( or anywhere else ), due too, for example, the file path being too long. POSSIBLE CAUSES: The issue might be due to the name of the file being too long. (Windows does not allow file paths to exceed 256 characters.) BEFORE YOU START: Remote to the user's PC. STEPS: 1 - Try renaming and deleting the file: 1.1 - Open file explorer then navigate to the file`s location. 1.2 - Try rename the file to a shorter name. 1.3 - Delete file normally. 2 - If KO renaming or deleting the file: 2.1 - Download Fileassassin software to user`s PC. If prompt by Google Drive, click on "Download Anyway". Link. 2.2 - Install software using admin credentials. 2.3 - The application will open automatically, close the application and then open it again. 2.4 - Select "Use normal 'delete function' " 2.5 - Either drag the file to be deleted to the application or click on the 3 dots, search for the file and select it. 2.6 - Click on "Execute" Delete file via CMDStep 1: - Copy the file's path by pressing shift + right click and then selecting "Copy as path".Step 2:- Open a Command Prompt as admin and type in del \\?\, then paste the file path right next to it. Step 3:- The file should be deleted. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Application Subcategory: Support / Assistance Resolution Notes: The file was deleted from the user's computer. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, boldizsar, com, corp, corrupted, corrupted file, delete, delete files, english, file, file name too long, file path too long, files, gerhards, hardware, long, maik, name, path, pc, software, too, toth@am, unable, unable to delete, windows
NaN
KB0048516
RingCentral - Password Reset
English
boldizsar.toth@am.corp.airliquide.com
153
Kelly SOMMERFELD
Uncategorized
Published
2025-09-29 14:56:55
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
21
2025-06-16 20:12:17
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: User cannot enter to RingCentral due to a password issue POSSIBLE CAUSES: Password is expired/not synced BEFORE YOU START: RingCentral uses Okta to sign in. If the user is struggling to sign in, perform SSO troubleshooting as per below referenced KBs. KB0024426 - WINDOWS - How to test/synchronise Windows password after reset (GLOBAL) KB0011363 - Windows Account - password reset STEPS: STEP1: Perform password sync checks based on above listed KB articles. STEP2: If you determine that it is not a SSO issue after testing other SSO applications, and it seems that the issue is only related to RingCentral Access, assign to the support group. LOGGING CATEGORISATION: In case it was an SSO Issue: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password reset Request details: Phone number to provide the password: number confirmed by the userWhich password: Windows passwordReason: SSO/Password sync issue In case it is an issue only with RingCentral: Ticket template to be used: AME - RingCentral Business service: GIO-NET-Office Telephony Category: Application Subcategory: Account and Password Assignment group: GIO-NET-SUPPORT L1
access, account, additional, aire, airliquide, ame, application, boldizsar, canada, center, central, com, contact, corp, creation, direct, english, fab, fabrication, gio-net-legacy-tele-nam, incontact, kelly, legacy, metal, nam, numbers, password, phone, rc, reporting, reset, ring, ringcentral, ringcentral ring central rc r c application software ame canada vital aire vitalaire vitalaire metal fab fabrication incontact direct contact center reporting access account creation additional phone numbers gio-net-legacy-tele-nam tele legacy nam, software, sommerfeld, tele, toth@am, vital, vitalaire
NaN
KB0011717
BTS IVANTI - Connection list is not displayed
English
boldizsar.toth@am.corp.airliquide.com
1456
Mehdi GASMI
Uncategorized
Published
2025-07-08 20:12:19
4
GIO Service Desk
NaN
#########
5.00
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
676
2025-07-08 19:44:36
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: List of connections is empty in Ivanti, connections are missing after Ivanti reinstallation. BEFORE YOU START: Make sure that user has SRA access in CARM and Active Directory Ask user to close the Ivanti application and wait until the installation is completed. Run the the software update tool. Steps to add the configuration file with all gateways follow these steps: 1. Download the configuration file DefaultV3.pulsepreconfig and save it in Temp folder. 2. Open CMD as admin and copy paste the following: cd C:\Program Files (x86)\Common Files\Pulse Secure\JamUI 3. Then copy paste the command : jamCommand -importfile C:\temp\DefaultV3.pulsepreconfig 4. After you ran the command all gateway list should be present in Ivanti. In case that the configuration file does not work Add connections manually: 1.Click on the plus sign next to Connections. 2.Choose "UAC on SSL-VPN" in the dropdown list. 3.Type in the name field: Europe / APAC / South Africa / Americas - North / Americas - South / APAC - Australia / APAC - China / Middle East and Africa Type in the server URL field: see below the regions: for Europe: eu.vpn.airliquide.com Then click on Connect. Click the +Put the gateway depending on which user wants to connect to For "type" you might also see the correct option as it is shown below: For the rest of the zones, the procedure is the same, the given names and links are: South Africa za.vpn.airliquide.com Americas - North am.vpn.airliquide.com Americas - South sa.vpn.airliquide.com APAC - Australia au.vpn.airliquide.com APAC - China cn.vpn.airliquidechina.com APAC as.vpn.airliquide.com Europe Middle East and Africa Europe 2 eu.vpn.airliquide.com eu-irl.vpn.airliquide.com Repairing the package with command line: If the above steps fail, attempt to repair the Ivanti app. 1. Open CMD as administrator2. Run one of the following commands:PC on Windows 10 or migrated to Windows 11:"C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01671_ivanti_vpn-access-client-22.8.31437_en_48 -repairPC imaged with Windows 11:"C:\Program Files (x86)\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01671_ivanti_vpn-access-client-22.8.31437_en_48 -repair3. If the above commands do nothing, you can attempt to run them with the -remove, and then the -install triggers. If all else fails, repair/reinstall the app through the Marimba Console. LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration Item: Secure Remote Access - PROD Category: Application Subcategory: Functional / Technical Issue Resolution Notes: Service desk will assist the user on how to troubleshoot the Ivanti issues TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, boldizsar, bts, can, can not see the connection zones in pulse, com, connection, connection list, connection zones pulse, connections, connexions, corp, displayed, empty, empty list, english, gasmi, ivanti, list, mehdi, missing, missing connections, not, not displayed, pulse, pulse sans connexions, sans, toth@am, wifi, zones
NaN
KB0025677
Air Liquide Chile S.A. - Support Model
English
boldizsar.toth@am.corp.airliquide.com
651
Rodrigo MUNOZ
Uncategorized
Published
2025-07-01 20:00:34
4
GIO Service Desk
NaN
#########
2.50
GIO - EUS - Local Support - AME
NaN
NaN
NaN
431
2025-05-14 18:56:54
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY/REGION:AMER ENTITY:BIS AMER SYMPTOMS: Air Liquide Chile S.A. support model for local applications and infrastructure. BEFORE YOU START: Air Liquide Chile S.A. is the local entity in Chile, also known as Locsa. Make sure the user is requesting non-standard Air Liquide support, for Air Liquide standard support follows the standard support model. STEPS: If the user is reporting an issue with the following Non-Standard, route the ticket to the assignment group. Non-standard infrastructure: Mobile phones.Desktop and Laptop.Telephony system (PBX).Local printers. Non-standard applications or websites: Jtrac (Workflow)GetDTE: Electronic InvoiceGetOne: Electronic Invoice LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AME Configuration item: Other Situation: Incident: Service Question / Assistance [Incident] Assignment group (if not L1): GIO-EUS-FS-CHILE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
air, air liquide chile s.a. support model telephony system jtrac workflow sa-cl-filesvrgetdte getone electronic invoice (pbx) gio-eus-fs-chile-l2 ame americas south america sa cl-al cl chl chile, airliquide, ame, america, americas, boldizsar, chile, chl, cl, cl-al, com, corp, electronic, english, getone, gio-eus-fs-chile-l2, invoice, jtrac, liquide, model, munoz, pbx, rodrigo, sa, sa-cl-filesvrgetdte, south, support, system, telephony, toth@am, workflow
NaN
KB0021345
Google Calendar - Manage room settings
English
boldizsar.toth@am.corp.airliquide.com
32
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:54
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
17
2025-07-28 20:23:14
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calling requesting information on how to modify a room settings in Google Calendar . STEPS: Inform user that as the manager of the room they have the option of making it private temporarily : To do this, all they have to do is go to the settings of their diary and then: => Go down to the bottom of the page and to the left1- select the room concerned2- uncheck the box "Make available for AL"3- only people with whom the room is shared in this section will be able to see / book it As a reminder how to access the settings of their diary , provide this link to the user : https://support.google.com/calendar/answer/6084644?co=GENIE.Platform%3DDesktop&hl=fr After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: CalendarContext: Assistance with room settings management In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, boldizsar, calendar, com, corp, english, google, google calendar, harold, manage, ousset, private, room, room settings, settings, toth@am
NaN
KB0056314
ORACLE R12 SAM - Password Reset for INT or DEV Environment
English
boldizsar.toth@am.corp.airliquide.com
59
NaN
Uncategorized
Published
2025-06-30 19:13:53
3
GIO Service Desk
NaN
#########
NaN
BAM - Finance & ERP - Oracle SAM
NaN
NaN
NaN
7
2025-06-30 19:13:48
#########
NaN
BAM-APP-L2-Finance & ERP - SAM
COUNTRY/REGION:AME ENTITY:ALL SYMPTOMS: This article describes how to process tickets about password reset needs for Oracle R12 SAM INT or DEV environments. Oracle is one of the Air Liquide ERPs. SAM (South America) instance is in use in entities from the following countries: ChileUruguayArgentina BEFORE YOU START: There is no self-service option available for resetting Oracle R12 SAM INT or DEV environment passwords. Incident tickets need to be created. STEPS: Create an Incident ticket with the below LOGGING CATEGORISATION and send it to the indicated team. LOGGING CATEGORISATION: Business service: BAM - Finance & ERP - Oracle SAM Configuration item: Oracle R12.2.4 South America - LATAM Category: Applications Subcategory: Account and Password Assignment group: BAM-APP-L2-Finance & ERP - SAM ARTICLE TYPE: Assignment TEAM: Apps
account, account creation, airliquide, boldizsar, com, corp, creation, dev, dev password, dev password reset, english, environment, int, int password, int password reset, oracle, oracle r12 sam, oracle r12 sam dev, oracle r12 sam int, password, r12, r12 password, r12 password reset, r12 sam dev, r12 sam int, reset, sam, sam dev, sam int, toth@am
NaN
KB0021405
Loop - Assistance
English
boldizsar.toth@am.corp.airliquide.com
84
Arnaud HENRI-SC
Uncategorized
Published
2025-06-02 20:40:57
4
GIO Service Desk
NaN
#########
NaN
GIO - LOOP
NaN
NaN
NaN
19
2025-06-02 20:35:32
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for assistance of Loop application. BEFORE YOU START: What is loop?: Loop is a Office Space Management tool available already in some AL offices. Follow KB0021400 to know how to connect to Loop. STEPS: Quick user guide: Share with End-user: https://docs.google.com/presentation/d/150AyCXJtYH6pBmpt-I9KpNifw-a7H_T1BDSHm8_EAhg/edit#slide=id.gb2b548b66b_0_20 Redirect user to the following My IT Corner`s knowledge article:Loop - How to book a desk Loop - How to release a deskLoop - How to book a meeting roomLoop - How to release a meeting roomLoop - How to find my route After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/Provided user guide In case of blank ESS Incident submitted by the user: Business service: BCF - LOOP Configuration item: Loop - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
airliquide, arnaud, assistance, boldizsar, book, book a desk, book a meeting room, com, corp, desk, english, henri-sc, loop, meeting, meeting room, my, my route, release, release a desk, release a meeting room, room, route, toth@am
NaN
KB0027607
Android - Factory reset
English
boldizsar.toth@am.corp.airliquide.com
744
Alexandre BONNAIRE
Uncategorized
Published
2025-09-29 14:56:52
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
334
2025-08-13 17:16:12
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User needs to perform a factory reset on his/her Android device due to the failed enrollment or any bug/defect of Intelligent HUB. BEFORE YOU START: User needs to back up the data. Redirect user to: https://www.androidauthority.com/factory-reset-android-1119937/ STEPS: If passcode is known: 1. Ensure the device is plugged in or has enough battery to go through the reset process. 2. Open the Settings app. 3. Select System. 4. Go into Reset options. 5. Hit Erase all data (factory reset). 6. Tap on Erase all data. 7. Enter your PIN if prompted. 8. Select Erase all data and let the phone do its thing. If passcode is not known:Please note that the following steps can vary based on the brand and model of the device, but are generally working with most devices. If the steps don't work out for a particular model, it is recommended to search information about it on the internet, recommended search term: factory reset without passcode/password 1. Have the user connect the phone to a computer via USB cable. 2. Have the user press and hold the POWER and the VOLUME DOWN buttons at the same time until the screen goes black and the phone might buzz 3. When the screen is off, ask the user to keep pressing the POWER button and quickly switch from volume down to VOLUME UP until they see the Android recovery menu 4. Ask the user to navigate to the 'Wipe data/factory reset' option and confirm the action 5. The wipe will be done fast and the user will see the same menu, the first option should be to 'reboot device'. Have the user select this option and the phone will start up as if it was brand new, the initial configuration of the phone can begin now. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): L1 Resolution notes: Service desk will guide the user on how to do factory reset TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY:Argentina ENTITY:AR-ALABS-NAM SYMPTOMS: This article describes steps to assist new joiners of the AR-ALABS-NAM entity in Argentina. Such users might call about receiving help requesting Excel, Oracle access, Citrix Workspace, SAP access, . BEFORE YOU START: AR-ALABS-NAM is part of Argentina BSC, it is a new entity in Argentina that works with Airgas. Users belonging to this entity have their AD accounts on the US-Airliquide (NAM) domain. If user is requesting to port their private phone line to Air Liquide, follow this KB: KB0051602 - Telephony - BYOD - Bring Your Own Device Program in Argentina ALABS For questions/issues related to SAP, check KB0054531 - SAP - Common Issues Reported by AR-ALABS NAM Users STEPS: 1. Excel Many users in AR-ALABS-NAM are now using Excel 2021. It is important to always check the Excel version of your user, when it comes to Excel 2021, the following Marimba packages are relevant:Prerequisite package (no need to repair/reinstall as part of troubleshooting): n_00062_microsoft_office-2021-sources_en_48 Actual Excel package: n_00063_microsoft_excel-2021-kms-airgas_en_48 The procedure on how to assist users to submit the request for the installation of this version of Excel is described in KB0056906 - Excel 2021 - How to Request Installation If an end-user requests macros or any AIRGAS project related access, they should validate it with their supervisor or with the Project Team: main contact Carolina Camaño 2. Oracle access Ask user to request access through the AMS form like any other user: http://ams.am.corp.airliquide.com/ams/ In the AMS form, user needs to select Argentina BSC option on the first step 3. Installation of Citrix Workspace Ask user to request for the installation through MyITCorner: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=9b19ef78dbb9ad54f1ad4662159619efLink to use to access the dedicated Citrix environment they need to use: https://argcitrix.am.corp.airliquide.com/Citrix/ARGStoreWeb/Please note that most of the new users don't have access to any applications within Citrix for now so when they enter, it will be COMPLETELY EMPTY. Users need to contact their supervisor in order to gain access to apps within the Citrix environment 4. Citrix Application Access Citrix access for AR-ALABS-NAM users is handled differently from other entities. Users from this entity need to contact their line manager/supervisor in case they require access to apps within their Citrix environment, the access will be handled internally. After informing the user about this, close the ticket as informative.If you are getting a contact from a manager stating they do not know how to go about requesting access for their team members, ask the manager to get in contact with Alejo Cordera. To verify whether a user should already have access to the apps, check the 'Member Of' tab of their AD account and check if they have the ARGCitrix_FSx_AMI group added. If the group is not there, they need to ask for access as per the above. 5. SAPCheck KB0054531 - SAP - Common Issues Reported by AR-ALABS NAM Users 6. Access to Sourcelink Airgas application Ask the user to contact Paula Sotelo and close the ticket as informative. 7. Access to Airgas shared drive within Citrix The path is \\aiwlmfile03\shared and in order to be able to map it/ access it, the SD must submit the following form on behalf of the user: (https://airliquide.service-now.com/com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id=c1940acd93661214cddef0718bba1036&sysparm_link_parent=e728f1523798f780e1a4cea954990ee4&sysparm_catalog=4a1e666b4f062f009864ca1f0310c7be&sysparm_catalog_view=catalog_GIO_Services&sysparm_view=text_search).- Requested for: The name of the user- What type of request do you have?: Citrix- Short description: Access to AG local drive for BSC associates- Description: Please grant this access in Citrix A CATTASK will be automatically generated and assigned to the GIO-CS-AMER-CITRIX-L2 team. LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with requesting for their tools. If the user submit a ticket and requesting Airgas alias (xxx@airgas), please assign to GIO-SEC-CARM-L2 Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: FCR; Assignment TEAM: L1
access, airgas, airgas citrix, airgas sap, airliquide, ame, americas, application, ar-alabs-nam, argentina, argentina bsc, argentina sap, assistance, assitance, boldizsar, bsc, citrix, citrix access, citrix application access, com, corp, de, english, excel, juan, lungaro, oracle, pablo, sap, software, toth@am, user assitance
NaN
KB0013567
Scan via printer - the email doesn't arrive with the scan
English
boldizsar.toth@am.corp.airliquide.com
286
Baris Kutay OVUN-SC
Printing / Devices
Published
2025-09-29 13:49:07
6
GIO Service Desk
NaN
#########
2.00
GIO - EUS - DWP - SMTP - Gateway
NaN
NaN
NaN
229
2025-05-12 21:20:17
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User cannot get the scans in his/her email. STEPS: Follow the chart Scan to Mail Troubleshooting : https://drive.google.com/file/d/13TMo7JvU6MYvLEFW0RK_ARSaVEpfRtNa/view?usp=sharing First, check if there is no global issue ( with SMTP or GMAIL or PRINTER). Mandatory to ask the following questions: If user cannot provide the information you have to write it in the ticket: User couldn't give the information. If it's an end-user: - Was it working before YES/NO If no, please create a request on Manage My Service (need GIO access) GIO Services/End-User Workplace/G Suite & Messaging /Create SMTP access for an application or a printer -Do you have the same issue with another Printer YES/NO If Yes, test other printing Services (follow Me Print) ( if Printing is also KO , Change Business Service Name and follow Printing Diag Workflow) -Ask user to provide the IP Address and Name of the impacted Printer (visible on the Printer itself) Ticket must be checked with an SME before sending it to the team!! Assign the ticket to: GIO-EUS-DWP-SMTP-GW-L1 2. If it's an IT user: - Ask him if he previously requested an access to the SMTP solution to your printer. If NO, ask him to create it.- Ask him to provide the following info: SMTP address set up in printer, IP and Name of the printer, a local contact who has access to the printer LOGGING CATEGORISATION: Ticket template to be used: 0_EU[SMTP] - scan to mail delivery issue Business service: GIO - EUS - DWP - SMTP - Gateway Configuration item: SMTP Gateway - PROD Category: Clout Infrastructure Subcategory: Performance issue Assignment group (if not L1): GIO-EUS-DWP-SMTP-GW-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, arrive, baris, boldizsar, com, corp, doesn, email, english, kutay, mail, ovun-sc, printer, scan, scan to mail, smtp, toth@am, via
NaN
KB0013542
MyTalent - SSO access issue
English
boldizsar.toth@am.corp.airliquide.com
119
Odile LEROY
Uncategorized
Published
2025-07-29 19:32:03
4
GIO Service Desk
NaN
#########
NaN
BCF - Talent Management System (TMS)
NaN
NaN
NaN
128
2025-07-29 19:23:39
#########
NaN
BCF-HUMAN RESOURCE APPLICATIONS-L3
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User in unable to access MyTalent. BEFORE YOU START: Users can access MyTalent form homepage of Airliquide https://pulse.airliquide.com/ > my tools:Group HR and then by clicking on My HR tools > My profile > My Performance & My Learning. STEPS: 1. Delete cookies and history of navigation. (ctr+shift +delete) 2. Check access in Private Navigation (ctrl+shift+N) If the issue persists, redirect user to raise a new ticket via BSC myHR Help https://airliquide.service-now.com/esc or https://airliquide.service-now.com/esc?id=sc_cat_item&sys_id=2fc2560b1b010dd0463b5205604bcb99&sysparm_category=d4c119291b854950463b5205604bcb37 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: MyHRExplanation: Guidance to MyHR In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR - PROD Category: Application Subcategory: Support / Assistance
access, airliquide, boldizsar, com, corp, english, eu, europe, functional, issue, leroy, my, mytalent, odile, on, sign, single, sso, talent, toth@am
NaN
KB0048510
RingCentral - Add/Remove/Change User
English
boldizsar.toth@am.corp.airliquide.com
303
Kelly SOMMERFELD
Uncategorized
Published
2025-09-29 14:56:54
6
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
61
2025-05-12 19:23:49
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:AME ENTITY:BIS AMER SYMPTOMS: User would like to have their RingCentral account created/removed or changed. BEFORE YOU START: RingCentral is an application used in Canada by Canada Metal Fab & Canada VitalAire Access Links RC InContact Directhttps://ringcentral.incontact.com/inContact/Login.aspx?ReturnUrl=%2f RC InContact SSO PRODhttps://auth.apps.airliquide.com/samlv2/SSOIDPInit/RING01P?spEntityID=https://api.incontact.com/5e52554b-fcd2-4729-81ca-7014abb36de9&NameIDFormat=transient SFDChttps://login.salesforce.com/index.jsp?ec=20037&eco=1 In case user request to have RingCentral contact information, you may provide it along with their business unit (depending on their location), Phone 1-925-301-8209 Web https://support.ringcentral.com/s/new-case?language=en_US Business Unit 4597868 - Air Liquide4597729 - Vital Aire (Mississauga)9999999 - Vital Aire (Moncton) Always verify the RingCentral system status https://status.ringcentral.com/ For issues reported within RingCentral You may also provide the link to the user STEPS: To Add/Remove/Change a user Guide user towards myITcorner request Manage a RingCentral user account After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Account and Password Resolution Notes: Show where to go request submitted.
access, account, add, additional, aire, airliquide, ame, application, boldizsar, canada, center, central, change, code, com, contact, corp, creation, direct, english, fab, fabrication, gio-net-legacy-tele-nam, gl, incontact, kelly, legacy, metal, nam, numbers, phone, rc, remove, reporting, request, ring, ringcentral, ringcentral ring central rc r c application software request ame canada vital aire vitalaire vitalaire metal fab fabrication incontact direct contact center reporting access account creation additional phone numbers gio-net-legacy-tele-nam tele legacy nam gl code, software, sommerfeld, tele, toth@am, vital, vitalaire
NaN
KB0042905
Service Desk - Ghost call / No sound
English
boldizsar.toth@am.corp.airliquide.com
1791
Martin GAITE
Uncategorized
Published
2025-09-29 14:56:54
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Remote Support - AME
NaN
NaN
NaN
1571
2025-05-20 19:15:18
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY/REGION:AMER ENTITY:BIS AMER SYMPTOMS: Incoming call to the service desk with no sound or strange noise which prevents successful communication with end user. POSSIBLE CAUSES: Telephony issue on user´s end. BEFORE YOU START: ALWAYS GATHER THE PHONE OF THE INCOMING CALL; USE TELEPHONY TOOLS CONTACTPRO OR AVAYA STEPS: 1.- Once you have answered the call, try to establish contact with user to gather his/her name. 2.- If there is still no noise, (in case he/she does hear you) kindly advise the user to call back to the service desk since there is a problem with the call you can also advise to open a chat or a Web ticket. 3.- Make a callback to the phone number that you have gathered from your telephony tools. 4.- a) If unable to contact user, the process ends here. Submit an Interaction ticket under your own name, then abandon the Interaction by selecting the 'Abandon' option in the dropdown menu of the 'Complete' button at the top right corner. 4.- b)- If you were able to contact the user, gather all contact information and complete the assistance depending on his/her reported issue. LOGGING CATEGORISATION: TICKET TYPE: Interaction ARTICLE TYPE: Process TEAM: n/a
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: This article describes the support model for the DimoMaint application for Canadian users. BEFORE YOU START: DIMO Maint is a CMMS (Computerized Maintenance Management System) software deployed as a SaaS in the cylinder filling plants in Canada. Also known as DimoMaint, DIMO, CMMS, CMMS for cylinder filling plants / CylOps / Metal Fab or DMA (DimoMaint App). Users can access DIMO Maint application using: Citrix receiver, on an AL computer.Mobile app, on an android AL tablet or mobile phone. Android tablets have to be enrolled in AL WorkspaceONE and connected to WiFi@IND_CMMS Wi-Fi network. DIMO Maint application is supported by DIMO with a key user (Karine Saint-Cyr, National Maintenance Manager) as a single point of contact. STEPS: Account Management (access request, password reset or account unlocks) and issues support: Make sure Citrix Receiver and / or DIMO Maint mobile app is installed.Ask the user to contact the DIMO key user. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to key user. In case of blank ESS Incident submitted by the user: Business service: BAM - Supply Chain Category: Application Subcategory: According to the case Resolution Notes: Show where to go request submitted.
access, account, airliquide, app, application, boldizsar, canada, citrix, cmms, com, computer, computerized, connectivity, corp, cylinder, cylops, deployed, dimo, dimomaint, dimomaint dimo maint dimo maint dimomaint dimomaint dimo cmms dma computerized maintenance management system for cylinder filling plants / cylops / metal fab dimomaint app software application canada new user tablet citrix receiver computer access request password reset or account unlock issue deployed as a saas in the cylinder filling plants in canada workspaceone wifi connectivity wifi@ind_cmms\n karine saint-cyr, dma, english, fab, filling, hardware, karine, maint, maintenance, management, metal, model, new, password, plants, receiver, request, reset, saas, saint-cyr, software, support, system, tablet, toth@am, unlock, wifi, wifi@ind, workspaceone
NaN
KB0055091
Tipificador - Installation Guide
English
boldizsar.toth@am.corp.airliquide.com
7
NaN
Uncategorized
Published
2025-03-20 14:31:28
3
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Local Support - AME
NaN
NaN
NaN
0
2025-03-20 14:31:21
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY:Colombia ENTITY:AME SYMPTOMS: This article describes the steps to configure Tipificador on the computer of a Colombian user STEPS: 1. Access the configuration files on Google Drive on THIS link. 2. Download the whole folder named OK 2025 3. Extract the downloaded zipped folder and access the 'OK 2025' folder. 4. Inside the 'OK 2025' folder, you will find another zipped folder named 'drive-download-20250226T210252Z-001' 5. Extract the contents of this folder as well. 6. Copy the file named 'TIPI ALCO 2.6.exe' to the main layer of the C: drive - C:\ (it will require admin credentials to copy the file to this location). 7. When the file is copied to C:\, do a right click on the file and select 'Pin to Start/Anclar al inicio'. This way your user will be able to access the app easily. 8. When it comes to application usage, the user should inquire within their team internally. LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AME Configuration item: Hostname Situation: Service Question / Assistance [Incident] Resolution Notes: Tipificador configured. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user called regarding care orchestrator issues If user requires credentials to download the Care Orchestrator This process includes AME users STEPS: Please remote into users machine and install the Philips Care Orchestrator using your ADM credentials For other issues, please advise user to contact Kyle Smart via email address: kyle.smart@philips.com LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications Configuration item: Care Orchestrator - ALHC - AMER - PROD (Please convert the ticket from TKT format to INC format first, then you may add the CI afterward manually) Category: Application Subcategory: Installation / Deployment Resolution Notes: Service Desk will remote to user PC and run the software , for other issues SD will guide user to email the contact person TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article describes the steps to perform in case an end-user is reporting a functional issue with the FabNet application. BEFORE YOU START: *Internal employees will use AL Portal>WebApps>FabNet to access ( http://adc-al-lnx80:7777/fabnet3/#/login ) *External customer will access FabNet via URL: fabnet.airliquide.com , request for access need to be forwarded to Fabnet@airliquide.com. *The user must have an account and password to be authenticated in order to access FabNet content. If FabNet users send email to Fabnet@airliquide.com as indicated on FabNet main page, then the Service Desk will be bypassed and FabNet system administrator will receive the email and respond accordingly. NAM Service Desk doesnt support any concerns regarding the issue. User must be referred to the correct support contact STEPS: If a user is reporting an issue with FabNet, log a ticket based on the below categorization and send it to the indicated resolver group. LOGGING CATEGORISATION: Business service: Customers portals & eCommerce Category: Application Subcategory: Functional / Technical Issue Assignment group: BAM-APP-L2-Supply Chain TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
adc, adc-al, airliquide, apps, boldizsar, brown, com, corp, english, fab, fabnet, fabnet fab net webapps web apps tcs adc adc-al functional issue, functional, issues, kirk, net, tcs, toth@am, web, webapps
NaN
KB0055168
BHC application - Care Orchestrator Essence
English
boldizsar.toth@am.corp.airliquide.com
480
NaN
Uncategorized
Published
2025-07-24 2:40:49
4
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
290
2025-07-24 2:40:24
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling regarding installation of : Care Orchestrator Essence BEFORE YOU START: No request is needed, it is just optional. STEPS: Download the application from Google Drive and install it with Admin credentials. Link : https://drive.google.com/drive/folders/1tSOvV8h-9r_ekFjTdlDQXinWywnI0Dhc Launch the installation only if the PC is not connected to AL network Installation works only out of AL network (hotspot) LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Installation / Deployment Resolution Notes: Assisted the user to install the medical application : Care Orchestrator Essence TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, bhc, boldizsar, care, com, corp, english, essence, health, health care, hhc, medical, orchestrator, software, toth@am
NaN
KB0019787
QUEST How to change Nippo Start End Date and Time
English
boldizsar.toth@am.corp.airliquide.com
25
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-29 18:12:24
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
61
2025-07-28 21:28:37
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Nippo date or time is different with actual date or time. POSSIBLE CAUSES: Consolidation error or human error during data input. BEFORE YOU START: Make sure that the Nippo number already appear. STEPS: Click on Quest > Modify Nippo Start End Date Time Click on Search icon Select Date range, search condition, and required information. After that click on Search button. Select Nippo number that you want to modify and click on Select button. Modify the date and time and click on Save icon. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Data issue Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, boldizsar, change, change nippo date, change nippo time, com, corp, date, end, english, how, japan, matutina-sc, nippo, nippo date, nippo time, quest, quest japan, rose, start, time, toth@am
NaN
KB0011752
Google - Password reset
English
boldizsar.toth@am.corp.airliquide.com
614
Harold OUSSET
Uncategorized
Published
2025-07-30 6:11:53
5
GIO Service Desk
NaN
#########
3.46
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
11725
2025-05-01 19:21:03
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The following article describes the process for resetting the Google Kite password FOR CHROMEBOOK USER through the GAST Bot for whenever the user: Cannot access Google accountCannot access GMAILDoesn't know the Kite passwordCannot access CARM for password resetUser is out of office and cannot connect to Ivanti BEFORE YOU START: PLEASE NOTE THAT GOOGLE ACCOUNT PASSWORD RESET IS APPLICABLE TO CHROMEBOOK USERS ONLY!!! NON-CHROMEBOOK USERS CAN ACCESS THEIR GOOGLE ACCOUNT BY OKTA AUTHENTICATION. ALWAYS AUTHENTICATE USERS FOR ANY PASSWORD RESET Password Reset Authentication Process (GLOBAL) US-DRTC employees refer to Robert Fitch and Christina Dinneen for Kite password reset. Always verify if user can access computer and is connected to the Air Liquide network, if so, guide user towards the Self Service Password Reset Tools (articles can be shared with the users) CARM - End-User Guide - I need a new password for CARM, Google Kite, SAP, Windows, Windows AdminCARM - End-User Guide - How to change my accounts passwords ? STEPS: 1. Go to GAST BOT and Authenticate yourself! You will have access to proceed sensitive actions for 1 hour! 2. Write to the Bot "Who is username" (E.g.: Who is Adrienn Kiss) or simply the email address 3. Provide a backup code to proceed strong authentication -> click on MORE INFORMATION Follow the instruction (provide one of your backup code) 4. Click on 'Reset Password', provide the MMS ticket number Please note: Instead of 'message has been silenced' you will see the new pw for the user! 5. Provide the password by phone (don't forget to AUTHENTICATE THE USER before: KB0010220 )6. After resetting the password (https://passwordsgenerator.net/), send an email based on the authentication case using the "Google Kite Password reset" email template. ( DO NOT send the password only information that the pw has been reset) 7. On the ticket, click on compose an email Fulfil the email template 8. Check who the user's CARM approver in the information preview of the user in the ticket 9. Close the ticket if the user confirmed that she/he could login to Google by Okta authentication. For Chromebook users: If the user requires a back up code or to activate two step verification see Google - Backup Code Generation & 2-Step Verification Activation (GLOBAL) Google Kite passwords can also be reset through IBM/Tivoli CARM - How To Reset Passwords In IBM/Tivoli (Global) 10. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password reset Request details: Phone number to provide the password: number confirmed by the userWhich password: GoogleReason: Need to reset Google password In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Password Reset form submitted.
2step, airliquide, boldizsar, com, corp, de, english, gast, google, google kite, harold, ibm, kite, kite password, kite pw, mot, mot de passe, number, office, ousset, out, out of office, passe, password, phone, phone number, pw, reset, software, tivoli, toth@am
NaN
KB0039748
Printer - Installation - Canada ALC
English
boldizsar.toth@am.corp.airliquide.com
416
Dafne FRANCO-SC
Printing / Devices
Published
2025-09-29 13:49:13
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
159
2025-08-13 16:51:17
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: The following article explains the steps manual installing of printers for Canada ALC users. BEFORE YOU START: Installation can be performed through the control panel using the list of printers by location: https://docs.google.com/spreadsheets/d/1U3NyPB_tTicXf-_QCaBrm6Dfso1ecSFxkQSl9h6MV0o/edit#gid=0 or by mapping \\na-ca-ps01 For scanning configuration, check KB0056781 STEPS: To install through the control panel: 1.- Open the control panel 2.- Select the option "Devices and printers" 3.- Click in add a printer 4.- Select the option: The printer that I want isn´t listed> IP address option >next 5.- Gather the IP address of the printer from user or find it in the List of printers by location https://docs.google.com/spreadsheets/d/1U3NyPB_tTicXf-_QCaBrm6Dfso1ecSFxkQSl9h6MV0o/edit#gid=0 6.- Complete the setup for the installation. To install mapping the print server in question: Known servers: \\na-ca-ps01\\SINA-CAPSP01\\adc-al-ps01 1.- Map the path to the server on the user's PC as the following example using the Start Menu Search field: \\na-ca-ps01You can also map it with the name of the printer e.g. \\na-ca-ps01\CA-ON-SMF-01-01 2.- Once path is mapped look for the printer by NAME, e.g. CA-ON-SMF-01-01 3.- Connect the printer by giving right click and hit in connect. To complete both process is important to test that printer works properly. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal printerModel/brand of the target printer: Printer hostname In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Local Support - AME Configuration item: Printer name Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.
diAL - diAL and Accelerator KMS (formerly PA) Support
English
boldizsar.toth@am.corp.airliquide.com
211
Michel ATALLA
Uncategorized
Published
2025-09-29 14:32:19
5
GIO Service Desk
NaN
#########
5.00
ALZ - WW - Production Asset
NaN
NaN
NaN
136
2025-05-07 19:32:38
#########
NaN
ALZ-AME-GCS-Production Assets-L2
REGION:AMER ENTITY:BIS AMER SYMPTOMS: diAL (digitally integrated AL) and Accelerator KMS (Knowledge Management System) formerly PA (Procedure Accelerator) Operational Support Unable to Log into diAL or KMSNo connectivity to mobile carriers networkApplication Error BEFORE YOU START: KMS is a document control library. It houses critical work instructions used by plant technicians and faculty rep to safely guide them through the steps of performing key tasks on the equipment they support. diAL is a companion application. It has two interfaces: a portal site and an Android App. The Android app runs on the Alizent ECOM Tablets. The diAL app is used by Electronic (ALEUS) and Large Industry (ALLIUS) maintenance crews / operators / technicians. All assets in EL and LI facilities are tagged with either RFID chips or labelled with barcodes. This will differ from plant-to-plant. When maintenance or work orders need to be done, the technicians can scan the Barcode or NFC Tag of a given Installation ( meaning asset ). This will allow them to pull up the WI (Work Instruction) or WO (Work Order) for that installation / asset. They will be presented with step-by-step instructions for completing the needed task. Common Name Referencing diAL by the Business Units WIT (Work Instructions Type),WI (Work Instructions),WO (Work Order) Library,NFC Tag Scanner,Barcode Reader,Wifi@Maximo is the the only wifi SSID authorized for use by diAL,SPRINT APN/MPLS - some facilities only have mobile connectivity as an option,AT&T APN/PSTN - some facilities only have mobile connectivity as an option,TI Texas Instruments - one of many ALEUS customers,KMS is a Document Library management systemHHC (Handheld computer),Samsung eCOM Tablets - this the official HHC / tablet offered by Alizent Used by Group: Electronic (ALEUS) and Large Industry (ALLIUS) Hosted / PaaS [Platform as a service]: PROD, PrePROD, DEV are all hosted in AWS Google Site: https://sites.google.com/alizent.com/dial/ Supported Network connection Browser - AL Intranet / Internal / VPNHHC / Tablet - Wifi SSID - wifi@maximoHHC / Tablet - Mobile network Sprint over MPLSHHC / Tablet - Mobile network AT&T over PSTN 1. For tablets hardware and kiosk startup page, see KB0015209 One Maximo - Tablet Support - Ecom TAB2 (AME, US Alizent) Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues.(ALIZENT IT members can be identified by their email domain @alizent.com) STEPS: 1. Ask the user whether or not they contacted their power business key user 2. Verify user is accessing the correct link Active URL(s) KMS (formerly PA) PROD - https://pa-PRD.am.corp.airliquide.com/Login PrePROD - https://pa-PP.am.corp.airliquide.com/Login DEV - https://pa-DEV.am.corp.airliquide.com/Login diAL PROD - https://diAL-PRD.am.corp.airliquide.com/Login PrePROD - https://diAL-PP.am.corp.airliquide.com/Login DEV - https://diAL-DEV.am.corp.airliquide.com/Login Obsolete URL(s) Original PROD hosted by Innovatia Cloud servers - PaaS Do NOT use: https://airliquide.procedureaccelerator.com/Login 3. Conduct the below stated troubleshooting activities APK - Android APP / Software Troubleshooting Common Software Issues that may be encountered : Force App to stop from Android Settings >> AppRestart the tablet by pressing for a long time the upper right button.Restart the tabletLogin in againNo connectivity to mobile carriers network - Make sure they are connected to WiFi@MAXIMO when in the office and/or 4G while walking around the plant 4. Information to gather from Requester: A good callback number for requester:Is this a request or an incident?User Impact:User Urgency:Short Description Format as : ALZ - Tablet - Issue:Assign CI (Configuration Item): diAL - DEVdiAL - PrePRODdiAL - PROD Location Address: _POC (Point of Contact):Plant / Office Phn and mobile Phn #: 5. Route the incident as per below categorization. LOGGING CATEGORISATION: Ticket template to be used: AME - DiAL/PA - Issue Business service: ALZ - AME - Production Asset Configuration item: DiAL - AMER - PROD/ DiAL - AMER - PPRD / DiAL - AMER - DEV / KMS/PA US - PROD Category: Application Subcategory: Bug / Defect Assignment group: ALZ-AME-GCS-Production Assets-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
Air Liquide Advanced Materials Inc. - Support Model
English
boldizsar.toth@am.corp.airliquide.com
2849
David DE JESUS
Uncategorized
Published
2025-07-30 12:28:51
5
GIO Service Desk
NaN
#########
3.72
BAM - Plant Maintenance Management
NaN
NaN
NaN
4760
2025-04-18 20:58:19
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: AMER ENTITY: BIS AMERICAS SYMPTOMS: Air Liquide Advanced Materials Inc. support model for local applications and infrastructure. BEFORE YOU START: Air Liquide Advanced Materials Inc. is an entity in the US, also known as ALAM or VOLTAIX. Make sure the user is requesting non-standard Air Liquide support, for Air Liquide standard support follows the standard support model. STEPS: If the user is requesting or reporting an issue with the following Non-Standard, route the ticket to the assignment group. Non-standard infrastructure: Local Printers.Telephony system (PBX).Windows Shared Drives: P-Drive: \\alam-nj-fs02.am.corp.airliquide.com\plantdocsFremont Data drive: \\alam-ca-fs01.am.corp.airliquide.com\dataQ-Drive: \\alam-nj-fs02.am.corp.airliquide.com\qcdatafiles Non-Standard Applications or Websites: use the following matrix to determine the assignment group: Application Name Assignment Group ACD/Labs Chemsketch BAM-INFRA-L2-ALAM Acsis AssetTrak BAM-APP-L2-ALAM Adobe Captivate BAM-APP-L2-ALAM Advanced Reporting BAM-INFRA-L2-ALAM ALAIR Document Control BAM-APP-L2-ALAM ALAM Approval Departure Notice BAM-INFRA-L2-ALAM ALAM Canister Configuration Database Request BAM-INFRA-L2-ALAM ALAM Capital Appropriations Request BAM-INFRA-L2-ALAM ALAM Chemical Request BAM-INFRA-L2-ALAM ALAM Engineering Project Request BAM-INFRA-L2-ALAM ALAM Fill limit Workflow BAM-INFRA-L2-ALAM Alam Global Engineering Capital Estimates BAM-INFRA-L2-ALAM ALAM Inventory Adjustment Request BAM-INFRA-L2-ALAM ALAM IT Project Charter BAM-APP-L2-ALAM ALAM Korea Maintenance Request BAM-APP-L2-ALAM ALAM Korea Time Off Request BAM-APP-L2-ALAM ALAM Plant Floor BAM-APP-L2-ALAM ALAM Plant Management BAM-APP-L2-ALAM ALAM Safety Data Sheets BAM-APP-L2-ALAM ALAM Shipping Request BAM-INFRA-L2-ALAM ALAM Spare Parts Request BAM-APP-L2-ALAM ALAM User Management BAM-APP-L2-ALAM ALAM Visitor Form BAM-APP-L2-ALAM ALAM Training BAM-APP-L2-ALAM Analysis.mdb BAM-APP-L2-ALAM AoDocs BAM-APP-L2-ALAM Articulate 360 BAM-INFRA-L2-ALAM Aspen Plus BAM-INFRA-L2-ALAM AutoCad BAM-INFRA-L2-ALAM Avetta
English
boldizsar.toth@am.corp.airliquide.com
146
Vamsi CHINNAPUVVALA
Uncategorized
Published
2025-09-29 14:33:46
5
GIO Service Desk
NaN
#########
3.00
BAM - ATLAS - Finance
NaN
NaN
NaN
40
2025-07-07 20:16:31
#########
NaN
BAM-APP-L2-AmericasDataPlatform
REGION:AME ENTITY:BIS AMER SYMPTOMS: User needs help with connecting to the new Hyperion cube replacement (GL Month Closing cube) Similarly to the legacy system Hyperion Essbase, the user must connect to the new Hyperion cube, built in Azure Analysis Services and hosted on the Americas Data Platform, through Smart View. BEFORE YOU START: Power BI application and Excel 2016 or above is required URL to connect to the GL Month Closing Cube PROD environment: asazure://aspaaseastus2.asazure.windows.net/aleaus2bigprodaasbic401 STEPS: 1. Open Excel, 2. Navigate to the Data tab, then From Other Sources, then click on From Analysis Services 3. A pop up will appear called Data Connection Wizard, and you will be prompted to connect to the server : a. Under Server, input the following URL : PROD: asazure://aspaaseastus2.asazure.windows.net/aleaus2bigprodaasbic401 b. Under Log on credentials, select Use the following User Name and Password, but DO NOT input any details (leave these two fields blank), then click Next 4. Another pop up will appear prompting you to sign in to your Microsoft account, a. Note that your login account will be firstname.lastname@am.corp.airliquide.com 5. Another pop up will appear to Select Database and Table : a. Select the databases that contain the data you want, and connect to GL Month Closing 6. At this point, another pop up will appear called Save Data Connection File and Finish, and click Finish 7. You are now connected to the GL Month Closing cube and can Import Data as necessary. 8. All the fields included in the GL Month Closing cube will appear in a panel on the right To connect from Power BI see ADP - Connecting to the Americas Data Platform from PowerBI Desktop - (AME) LOGGING CATEGORISATION: Ticket template to be used: AME - Americas Data Platform Business service: BAM - ATLAS -... see list of business services when creating the ticket, according to affected module BAM - ATLAS - FinanceBAM - ATLAS - InventoryBAM - ATLAS - Miscellaneous (Costing & Manufacturing)BAM - ATLAS - ProcurementBAM - ATLAS - ProjectsBAM - ATLAS - Sales Configuration item: ATLAS - AMER - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAM-APP-L2-AmericasDataPlatform Resolution Notes: Assisted user with connecting to Hperyion cube. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
access, ad, adp, adp / atlas - connecting to the new hyperion cube replacement ("gl month closing cube") cube cubes power bi excel azure ad connection access login get data server environment azure production instance americas data platform convergence program ame adp adp power bi powerbi cubes excel user atlas power bi adp excel, airliquide, ame, americas, atlas, azure, bi, boldizsar, chinnapuvvala, closing, com, connecting, connection, convergence, corp, cube, cubes, data, english, environment, excel, get, gl, hyperion, instance, login, month, new, platform, power, powerbi, production, program, replacement, server, software, toth@am, vamsi, wifi
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KB0050222
Canada Telephony - Voicemail Assistance
English
boldizsar.toth@am.corp.airliquide.com
43
Max ANSHILEVICH
Uncategorized
Published
2025-08-19 11:01:15
5
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
6
2025-08-06 16:47:49
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: This article describes the steps to take in case a Canadian end-user is requesting assistance with their deskphone voicemail. BEFORE YOU START: For Bell BTC, check the following KBs: KB0049578 - Bell BTC Soft Phone - Requests KB0030293 - Bell BTC Soft Phone - Functional Issues STEPS: If a Canadian end-user is requesting for assistance with their deskphone voicemail, open a ticket based on the below categorization and send it to the indicated Assignment Group. LOGGING CATEGORISATION: Business service:GIO-NET-Office Telephony Category: Devices Subcategory; Accessories Assignment group: GIO-NET-LEGACY-TELE-NAM TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:Argentina ENTITY:All SYMPTOMS: This article describes steps to perform whenever an End-User in Argentina needs to install the LocalServiceComponents add-in in order to be able to check security camera footage on the HIKVISION website. STEPS: 1. Have the user sign in to the HIKVISION website 2. Click on the 'Descargar complement' option to download the 'LocalServiceComponents' installer. 3. Run the downloaded file as admin and follow the Install Wizard prompts. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: User called to report that a code is not set up in SAP UK application. STEPS: Assign an incident to GB-AL UK-TECHNOLOGY-L2. LOGGING CATEGORISATION: Business service: Cylinder ordering Configuration item: SAP UK - PROD Category: Application Subcategory: Support / Assistance Assignment group: GB-AL UK-TECHNOLOGY-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User generated barcode from GIDEONS and want to print it via MS Access. The printout was not showing Barcode properly. Example: POSSIBLE CAUSES: This issue occurred after Excel and Access software was automatically uninstalled (because Office 2010) and was installed to new Office 2010. As a result, the ActiveX control (MSBCODE) for barcodes used in Access was also uninstalled. BEFORE YOU START: Please check if below Barcode fonts is installed in PC Fonts folder(C:\Windows\Fonts). KsBarCodeCode39.ttf SBARC39.TTF SBARNW7.TTF If above fonts is not installed, copy the files from [\\jp-fstk2\it-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONSSetup\Fonts] And paste it to the local font folder C:\Windows\Fonts If the above steps did not solve the issue, install the related Active Control setup files as below steps. STEPS: Open below shared folder link \\jp-fstk2\it-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONSSetup\Batch\AccRunTime Double click MSBCODE9_Setup_For_Office2016 from this folder and if confirmation message appears, click Yes, and installation will be completed after around 30 seconds. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Category: Application Subcategory: Bug / Defect Resolution Notes: Service Desk will guide the user to set up barcode printing issue TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Windows - Shared drive folder access request for Argentina users
English
boldizsar.toth@am.corp.airliquide.com
425
Juan Pablo DE LUNGARO
Windows - Storage / Performance
Published
2025-09-02 20:33:08
4
GIO Service Desk
NaN
#########
NaN
GIO-CS-AMER-AWS Managed Account
NaN
NaN
NaN
95
2025-09-02 20:27:03
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY:Argentina ENTITY:BIS AMER SYMPTOMS: User is requesting for access to a specific shared drive folder.BEFORE YOU START:The servers mentionned in this article are soon going to be migrated to the new AWS environment, the steps described in the article are temporary and until further notice. STEPS: 1.-Get the complete path of the network drive/folder and the server name 2.- Ask user the type of access or permission that he will need to have (read only, write permissions, full access, etc.) 3.- Confirm if user has the approval from the Shared drive folder owner by mail, If not, check the Before You Start section of this article 4.- Consult the list of Shared drive folders, owners and security groups: \\SA-AR-NEF01\Cierres Contables\ Owner: Monica Trencone AD groups: Cierres Contables Shared in SA-AR-NEF01 RW (Reading and Writing) Cierres Contables Shared in SA-AR-NEF01 RO (Reading only) \\SA-AR-NEF01\Dpto_Impuestos\ Owner: Adriana Campos AD groups: Dpto_Impuestos Shared in SA-AR-NEF01 RW Path: \\SA-AR-NEF01\Financiero\ Owner: Monica Trencone AD groups: Financiero Shared in SA-AR-NEF01 RWFinanciero Shared in SA-AR-NEF01 RO \\SA-AR-NEF01\Gestion_BI\ Owner: Matias Sanchez AD groups: Gestion_BI Shared in SA-AR-NEF01 RW \\SA-AR-ws002\CGESTION\ Owner: Matias Sanchez AD groups: CGestion Shared in SA-AR-WS002 RW CGestion Shared in SA-AR-WS002 RO 5.- After gathering the information about the folder access that the end-user needs and getting the confirmation of the owner in written form, assign the ticket as per the below categorization. Mapping drives when access is already granted: 1.- When the user already has the necessary access, you may need to map the drive for the user, make a remote connection to user´s computer and map the requested shared drive folder. Open the File ExplorerGo to This PC and right click on itSelect Map network driveORFrom the Start Menu, search for This PCOn the top menu, click on Map network drive The following window will appear: Choose the drive letter to which you would like the drive to be mapped.Enter the network drive path as provided by the user, following the "Example"If you would like to have this drive mapped on every login, simply choose the 'Reconnect at login' checkbox.Click Finish. (If successful, it will take you directly to the folder, otherwise it will give you an error message.)Ask user to wait 24 hours for the access to replicate. LOGGING CATEGORISATION: Business service: GIO-CS-AMER-AWS Managed Account Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-CS-AMER-Argentina-L2 Resolution Notes (for mapping): Needed drive mapped.
COUNTRY:Republic of Congo ENTITY:BIS AMEI SYMPTOMS: This KB aims to provide information on the printers and their configuration used in the Republic of Congo. BEFORE YOU START: There is no MPS solution in place, there are several network printers and USB printers as well, the WCA Printer Fleet File can be found HERE. STEPS: STEP1: Open Control Panel and go to Devices and Printers and click on 'Add a printer' STEP2: Select 'The printer that I want isn't listed' STEP3: Select 'Add a printer using a TCP/IP address or hostname STEP4: Type in the IP address of the needed printer (illustration) STEP5: In case the driver is not yet available on the computer, download it from the WCA Printer Fleet File STEP6: Click on 'Do not Share' STEP7: Give a name to the printer that the user will recognize STEP8: When the printer is added, the secure printing options should be set: Go to Printer Properties and Select the Configuration tab, then scroll down to the Accounting section and click on 'Configuration' Type in the user's ID (can be verified on the printer's portal): Click on the Administration tab and activate secure printing as per the below: After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal printerModel/brand of the target printer: Printer hostname In case of blank ESS Incident submitted by the user: Business service: BAMEI-Local printers Configuration item: Hostname Category: Devices Subcategory: PrintersResolution Notes: Printer assistance and configuration request submitted.
GIO-CS-AMER-Application and Desktop Virtualization
NaN
NaN
NaN
0
2025-06-23 18:32:23
#########
NaN
GIO-CS-AMER-CITRIX-L2
COUNTRY/REGION:Americas ENTITY:All SYMPTOMS: This article describes how to proceed whenever an end user would like to submit a 'request' type ticket to be handled by the AME Citrix Team. Request-type scenarios: Whenever a end-user wants to have something new added to the environment (new application/new feature/new functionality). STEPS: Whenever an end-user is requesting something new to be added to the Citrix environment that they are using, provide the user the following link to the Generic Cloud Services Request After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to Request In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: According to the case Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance with login with Yubikey. BEFORE YOU START: Make sure the Yubikey of user is set up already. KB0048652 - OKTA - setting up Yubikey for new joinerKB0048659 - OKTA - setting up Yubikey for user who already has OKTAKB0048663 - OKTA - IT sets up Yubikey on behalf of the user STEPS: 1. Type the email address 2. Ask user to insert the Yubikey into the USB port 3. Enter the PIN and click OK 4. Ask user to touch the center of the Yubikey stick to finish the authentication After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment Assistance Request details: Device Type: YubikeyReason: New Device In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Okta Enrollment Assistance form submitted.
COUNTRY/REGION:Europe ENTITY:BIS EUROPE SYMPTOMS: User is facing a functional issue with SAP MK3, can not validate orders STEPS: Create and incident and assign it to CGI-PGAS-SUPPLY CHAIN SAP-L3 LOGGING CATEGORISATION: Business service: SAP Authorization Configuration item: SAP ALPES - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): CGI-PGAS-SUPPLY CHAIN SAP-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: The following article describes de quota limit for sending emails with Google account. BEFORE YOU START: The sending email quota limit for a normal GMAIL Google account as well as for Mergo is 2,000 emails. Mergo help center: https://help.mergo.app/ Please note: The daily quota is 2000 emails/day.These limits are independent of Mergo: they are enforced directly by Google!If the user account has been suspended because exceeding this sending limits: The user can what 24 hours for the account to be auto restored or submit an Incident to GIO-EUS-GOPS-DWP-L2 with the details. ** Sending limits can change without notice. Limits per day are applied over a rolling 24-hour period, not a set time of day. To confirm the actual limits, consult the official documentation at: https://support.google.com/a/answer/166852 STEPS: The sending email quota limit has been established by the Google team and it is not possible increase the google daily limit as per Air Liquide policy. If the user insists in increasing the quota limit, create a ticket with the user's details and needs and assign it to the Google team for them to contact and work with the user or provide other options. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: L2
000, 000 1, 1500, 2000, 500, account, airliquide, boldizsar, com, corp, day, email, emails, english, gmail, gmail - send email quota sending quot limit per day for a google account is 2000 emails mergo is 1500 2, google, harold, kite, limit, mergo, ousset, per, quot, quota, send, sending, toth@am
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KB0018168
Printer - Troubleshooting Hardware Issues
English
boldizsar.toth@am.corp.airliquide.com
674
Matthew WIDELL
Printing / Devices
Published
2025-09-29 13:49:08
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
282
2025-07-14 17:44:42
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Unable to print, possible hardware issues BEFORE YOU START: Verifying network connection issues after having gone through the first troubleshooting steps from Local Printer - unable to print Printer - Troubleshooting Driver Issues Printer - Troubleshooting Network Issues POSSIBLE CAUSES: Out of paper or toner Paper jam Cable connection issues Error that required physical attendance STEPS: Hardware Issue Printer tray, toner, paper jams and other hardware issues Check the printer queue Go to Control Panel > Devices and PrintersRight click on the printer icon and select See whats printingNote any status error messages indicating hardware issues Open the printers web interface Copy & paste the printers IP address into the address bar in IECheck the printers status there for any error messagesNote any status error messages indicating hardware issues Physical access to the printer Ask the user to check if the printer has enough paper or toner, usually printers display an errorIs the printer showing any error messages on the display?Verify printer is on, or connected to a power supply and Ethernet cableCheck if the printer is Online or Offline Service Desk needs to determine if it is a Local issue before sending over to FS team Toner issues.Printer not responding or frozen screen.PC not properly configured.Paper jam.Cable disconnected/malfunctionDocument is sent to printer and it is shown in printer screen but does not print.Scanner is having issues (error messages).or error messages regarding Google Secure Print "NAM offline" If it is a hardware issue - escalate to the corresponding Field Services group LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Category: Devices Subcategory: Printers Resolution Notes: Service Desk will assist the user to troubleshoot by following the above steps TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user is contacting us to report an issue regarding the assignment of HR cases. BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. STEPS: Create an incident ticket and assign it to GIO-ITSM DXC Third Party Maintenance HR. LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance HR TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User receives phishing emails, unknown popups, or malicious files... STEPS:Scanning individual files: Custom ScanYou can initiate file scanning on demand on your Windows endpoints and get an immediate verdict from Wildfire (an external library to detect malware), before the file is ever executed on the endpoint. To initiate a custom scan on the endpoint: 1. Right-click a file or folder and select Scan with Cortex XDR. 2. The Cortex XDR agent console opens, and you can see the custom scan in progress and eventually the scan verdict for the file. When a malicious file is detected during the custom scan, the event is reported to the Cortex XDR admin console directly and will be visible in the Alerts table as Detected (Scanned). However, it will not appear in the Cortex XDR agent. If the file is unknown to Wildfire, the agent applies Local Analysis. Scanning entire hard drive: 1. Open the File Explorer on the PC, then click on My PC2. Right click on the C: drive and select the 'Scan with Cortex XDR option'3. Wait for the scan to finish LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY:Canada ENTITY:CA-ALC SYMPTOMS: This KB describes the steps to follow in case an end-user requires assistance with the Ariba Supplier Portal. BEFORE YOU START: The Ariba Supplier Portal is used by Liquide Canada IM to transact with customers (receive and acknowledge POs/ASN, post invoices). IMPORTANT: When submitting web-tickets, end users might use the categorization for the Ariba Supplier Portal but they might refer to related portals like Coupa, Tungsten, or OpenInvoice Whenever you encounter a web-ticket about the Ariba Supplier Portal, make sure that the categorization is as per THIS KB and if so, let the ticket get assigned to the default resolver team appearing on Intake level! STEPS: If an end-user needs any assistance with the Ariba Supplier Portal (or related customer portals like Coupa, Tungsten, or OpenInvoice), create a ticket based on the below categorization and send it to the indicated resolver team. LOGGING CATEGORISATION: Business service: BAM - Customer Experience Configuration item: Ariba Supplier Portal - Canada - NAM - PROD Category: Application Subcategory: Depending on the case Assignment group: BAM-APP-L2-Customer Experience TICKET TYPE: Incident or Adhoc ARTICLE TYPE: Assignment TEAM: Apps
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article describes how to proceed if an end-user is reporting an issue with the LiveLink application. BEFORE YOU START: Once a LiveLink account is created, it uses the same login credentials as the Windows NT (AD) account. For requests about the application, please refer to this article: KB0010155 - LiveLink - Requests STEPS: Gather as much information from the user and route a ticket according to the categorization and routing below. LOGGING CATEGORISATION: Business service: Customers portals & ecommerce Category: Application Subcategory: According to the case Assignment group: BAM-APP-L2-WebApps TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
airliquide, application, bam-app-l2-webapps, boldizsar, com, corp, elena, english, functional, issues, link, live, livelink, livelink live link webapps web application bam-app-l2-webapps, software, tortorici, toth@am, web, webapps
NaN
KB0024595
Accessories - request a new peripheral device
English
boldizsar.toth@am.corp.airliquide.com
407
Lukasz KACZMARCZYK
Uncategorized
Published
2025-07-29 18:11:25
5
GIO Service Desk
NaN
#########
NaN
Local Business Solution
NaN
NaN
NaN
442
2025-04-28 18:28:59
#########
NaN
BEU-CROSS DOMAIN
COUNTRY/REGION:POLAND ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to request an accessory to his/her computer BEFORE YOU START: Please note: PL-AL POLAND/PL-ALKAT users do not have any accessories related catalog item available in My IT Corner. STEPS: Open an Incident ticket and assign it to the Local SD, PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Category: Devices Subcategory: Hardware Assignment group: PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:CAMEROON ENTITY:BIS CAMEROON SYMPTOMS: User from Cameroon wants to install a printer. BEFORE YOU START: There is no MPS solution in place, there are several network printers and USB printers as well, the WCA Printer Fleet File can be found HERE. Please note that the options will appear in French in the troubleshooting. STEPS: 1. Open Control Panel and go to Devices and Printers and click on 'Add a printer' 2. Select 'The printer that I want isn't listed' 3. Select 'Add a printer using a TCP/IP address or hostname 4. Type in the IP address of the needed printer (illustration) 5. In case the driver is not yet available on the computer, download it from the WCA Printer Fleet File 6. Click on 'Do not Share' 7. Give a name to the printer that the user will recognize 8. Test printing After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal PrinterModel/brand of the target printer: According to the case In case of blank ESS Incident submitted by the user: Business service: BAMEI - Local printers Configuration item: Hostname Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User called to report that the camera is not found in Google Meet POSSIBLE CAUSES: Outdated Driver version, Camera Cover Slide is hiding the camera itself. BEFORE YOU START: For Argentina: Many users in Argentina are using the Dell Latitude 5450 standard laptop, this model has a factory defect: the camera is not working due to a wiring issue. Please always ask for the device model and if it is confirmed that the device is a Latitude 5450, you can send the ticke to the corresponding FS team without attempting to update drivers/BIOS. Make sure first that the Camera Cover Slide is not covering the camera eye. STEPS: 1. Go to the site of Dell Support http://www.dell.com/support/ 2. Download and install the latest version of Graphic Card 3. Download and install the Bios (Follow KB0011847) 4. If still KO, create a new google profile as per KB0039791 5. Restart the pc 6. Confirm the resolution If the issue persists, follow KB0041687 Additional troubleshoot: In Device Manager, go to "View" and click "Show hidden devices". You will see the camera greyed out (as if it is disconnected). 2. Go to Properties, Driver, and uninstall the device, then have the user reboot the PC. The integrated camera is a plug and play device, so if it is connected it is automatically reinstalled on reboot. 3. Check if the camera is enabled in BIOS (have the user enter the BIOS menu and check the Integrated Devices section to see if the Camera is enabled) ? If KO, and the setting, it is very likely that the camera is broken and needs replacing. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s PC Category: Devices Subcategory: Hardware Resolution Notes: Updated the Graphic Card and the BIOS on user's computer. Afterwards, the Camera worked again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Canada, USA ENTITY:All except Airgas SYMPTOMS: This article provides information on how to process tickets related to Intelex - Quality management in the United States and Canada. BEFORE YOU START: INTELEX is the solution to report IMS concerns in Air Liquide. Intelex is a software platform designed to help Air Liquide manage and improve their Environmental, Health, Safety, Quality (EHSQ) and Sustainability programs. It offers solutions for compliance tracking, incident reporting, risk management, auditing and Training and Qualification, helping businesses streamline operations, enhance safety and reduce risks. Air Liquide has implemented the 5 Intelex following products: Training and Qualification owned by HRSafety Management Global Solution owned by WBL ElectronicsMaster Data Management (Sites & Facilities) owned by SISQuality owned by WBL ElectronicsIndustrial Report and Sustanaibility owned by GID Please note that this process only applies for the Americas (United States and Canada). STEPS: In case an end-user requires assistance with Intelex - Quality Management, create a ticket based on the below categorization and send it to the indicated assignment group. LOGGING CATEGORISATION: Business service: GIP - Quality Management Category: Application Subcategory: Support Assignment group: BAM-APPS-Intelex-Global ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:Americas ENTITY:All SYMPTOMS: This article describes the steps to follow whenever an end-user from the Americas is requesting for access to Docusign. BEFORE YOU START: Docusign is a web based application that requires an account creation.Follow steps of this article to assist the user, and if needed provide the below additional information: Information about Envelopes Full User Guide on how to submit the request for Docusign STEPS: 1. Ask the user to go to MyITCorner and search for the 'Trial/Free Software' request form2. Have the user fill out the following details: Software Name: Docusign Quantity of Licenses: 1 Computername System Type: 64-bit Business casse: according to the user's need URL: docusign.com 3. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Account and password Resolution Notes: MyITCorner Assistance request submitted.
Gmail - how to gather, full Original Message / Message Headers
English
boldizsar.toth@am.corp.airliquide.com
160
Harold OUSSET
Uncategorized
Published
2025-07-30 10:11:06
5
GIO Service Desk
NaN
#########
3.67
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
113
2025-07-29 17:23:54
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:*ALL SYMPTOMS: Sent emails via Kite are not being received by other end STEPS: 1- Open the message you'd like to view headers for. 2- Click the 3 vertical dots next to Reply, at the top of the message pane. 3- Select Show Original. 4- A summary of the headers will appear in a new window. To get the full headers, click Download Original. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Google - Issue Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group: GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, being, boldizsar, com, corp, e-mail, e-mail gmail email header, email, emails, end, english, full, gather, get, gmail, google, harold, header, headers, how, kite, message, not, obtain, original, other, ousset, received, sent, sent emails via kite are not being received by other end, to, toth@am, via
NaN
KB0041214
Hardware Request and Replacement for LATAM users
English
boldizsar.toth@am.corp.airliquide.com
2113
Dafne FRANCO-SC
Uncategorized
Published
2025-09-11 16:45:33
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
940
2025-09-11 16:44:15
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY:LATAM ENTITY:BIS AMER SYMPTOMS: Air Liquide Service Desk procedure for assisting user with Hardware requests or replacements New Hardware Request/ReplacementAccessory Request/ Replacement BEFORE YOU START: NEVER SUBMIT ANY REQUEST ON BEHALF OF USER, INSTEAD GUIDE USERS THROUGH MY IT CORNER OR SHARE THE DIRECT LINK WITH THEM LOANER EQUIPMENT NEEDS TO BE REQUESTED THROUGH myITcorner, SD SHOULD NEVER ASSIGN ADHOCS TO FS TEAMS REQUESTING FOR LONER EQUIPMENT. WHEN IT COMES TO REQUESTS FOR COMPUTERS, ALWAYS CHECK THE END OF LIFE DATE OF THE COMPUTER IN MMS. Request and replacements of accessories must be submitted by My IT Corner. Consider that all orders need management approval and depend on available stock.GL code to be used is 00 STEPS: Computers: Standard desktop Configuration : Dell Advanced Optiplex 5000 Micro Processor: 12th Generation Intel® Core i5-12400T Hard Drive: 500 GB, 7200 RPM, 2.5-inch, SATA, HDD, 16 MB cache Memory : 8GB Link to Order Note: Special Order. Requires prior supplier quote. Executive Windows Laptop Configuration: Dell Latitude 7330 Processor: Intel Core i7-1185G7 Hard Drive: 256 GB, M.2, PCIe NVMe, SSD, Class 35 Memory: 16GB Weight: 2.48 lbs. Link to Order Note : Special Order. Requires prior supplier quote. Standard laptop or Loaner computer Configuration : Dell Latitude 5430 Processor : Intel® Core i5-10310U Hard Drive: 256 GB, M.2, PCIe NVMe, SSD, Class 35 Memory : 16GB Link to order 1. Check the End of Life date of the given computer: 2.- If End of Life is expired, ALWAYS guide user to submit a request though My IT Corner for replacement. After this, open an Interaction, then open and close a request based on the below LOGGING CATEGORIZATION. NEVER SUBMIT ANY REQUEST ON BEHALF OF USER, INSTEAD GUIDE USERS THROUGH MY IT CORNER. 3.- If End of Life is NOT expired proceed to follow basic troubleshooting to determine if the computer needs to be verified physically Always make sure that the power cable is properly plugged in to the computer and to the power source. Ask user to identify if the power cable has any visible damage.Ask user to verify if the PC or Laptop has any visible damage.Ask user to verify if the DATA cables have any visible damage (HDMI, DP, VGA, DVI, USB) Ask user if the ports of the computer have any physical damage.Ask user to verify if there is any light blinking on the computer.When a computer is freezed or is not shutting down: Hold power button for 10 to 30 seconds until in turns off, wait 30 seconds and turn on computer again.As a workaround reboot the computer and at the black screen, tap F12 repeatedly until it says "preparing one time boot" and select the diagnostics option. As a workaround shut down completely the computer and wait 10 seconds to turn it on again. If basic troubleshooting does not resolve the issue, assign an Incident ticket based on the below categorization to the corresponding Field Services team. Accessories: Guide user to order their devices through My IT Corner Monitor 27: Configuration : Dell 27in Monitor or similar Description : 1920 x 1080 at 60 Hz ** HDMI Cable to be ordered separately ** Link to order Non standard Accessories Monitor Cable Configuration : HDMI to HDMI Cable 1 mt Link to order Standard Laptop Accessories Note: In Stock Backpack Keyboard and Mouse - wireless Configuration: Logitech K270 Wireless Keyboard Link to Order Non standard Computer Accessories Backpack or loaner accessories Configuration: Urban Backpack-15 or similar Link to Order Standard Laptop Accessories Docking Station - WD19 Configuration : WD-19 DescriptionPorts: 1 -USB-C, 2 - USB-A 3.1, 1 - Combo Audio/Headset, 1 - Audio Out, 2 - DisplayPorts, 1 - HDMI, 1 - Gigabit Ethernet RJ45 Link to Order Standard Laptop Accessories Note: Out of Stock Headset Headset with USB Cable Link to Order Standard Laptop Accessories Charger / Power cableIF A PC IS NOT CHARGING, BUT IT IS STILL UNDER WARRANTY, PLEASE RAISE AN INCIDENT AND SEND IT TO THE CORRESPONDING FS TEAM, THE PROVIDER MIGHT BE ABLE TO REPLACE THE FAULTY PART OF THE PC OR THE CHARGER WITHIN WARRANTY. Link to Order Standard Laptop Accessories Cell phone Configuration: Brand: Samsung Model: According to Claro stockLink to Order Hardware or service mobile phone request. Return of equipment Description: Dell laptop delivered with chargerDell 1920 x 1080 monitor with power cord Dell Wireless Keyboard and MouseLaptop backpackCorporate cell phone with Claro lineHDMI or docking cable Link to Order Please clarify user´s name After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: For Accessories and PCs that reached their End of Life: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user (for Accessories and PCs that reached EOL): Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner For hardware issues with PCs that have not reached End of Life: Business service: GIO - EUS - UWP - Hardware service Configuration item: Computer name Category: Devices Subcategory: Hardware Assignment Group: Corresponding FS Team TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1
accessories, airliquide, america, argentina, argentina. chair, boldizsar, cable, cell, cellphone, chair, charger, chile, colombia, com, computer, corp, dafne, docking, docking station, english, franco-sc, hardware, hardware request and replacement for latam users, hdmi, laptop, latam, latin, latin america, loaner, mobile, mobile phone cellphone cell phone phone, monitor, new, new laptop, non, non standard, paraguay, phone, power, power cable, replacement, request, standard, standard accessories, station, toth@am, users
NaN
KB0020243
Desk Phone - Clear Voicemail Mailbox Quota Warning for USA
English
boldizsar.toth@am.corp.airliquide.com
13
Andrea DANIEL
Uncategorized
Published
2025-10-06 16:23:01
4
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
5
2025-10-06 16:22:47
#########
NaN
GIO-NET-SUPPORT L1
COUNTRY:USA ENTITY:BIS AMER SYMPTOMS: This articles describes how to assist a user who is getting a warning for voicemail mailbox quota. BEFORE YOU START: Make sure the user knows his Voicemail IDExample: If my office line is 713-624-8916, my ID is 8916 STEPS: Guide the user through the following steps: Call your desk phone and when your voicemail comes on, press *You will hear "Enter your ID followed by #" Enter your extension followed by # Enter your pin followed by #Follow the instructions from there.... Press 3 during the message you are listening to in order to delete it. LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Category: Devices Subcategory: Accessories Resolution Notes: Assisted user with clearing their Voicemail Mailbox Quota Warning. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User is calling that he/she needs access to Dalie. STEPS: Raising the request for Dalie access in My It Corner according to user`s entity. URL: https://airliquide.service-now.com/myitcorner?id=sc_cat_item_guide&table=sc_cat_item&sys_id=898674234ffed2403d9524fe0310c7a7 Please choose: DALIE-STOCK-ADMINISTRATIVE - ALBI or DALIE-STOCK-ADMINISTRATIVE - ALFI After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: According to the case Resolution Notes: MyITCorner Assistance request submitted.
account, airliquide, boldizsar, com, corner, corp, creation, dalie, english, my, my it corner, request, toth@am, veto-sc, violetta
NaN
KB0011715
CARM - Delegate The Approver's Validations in CARM
English
boldizsar.toth@am.corp.airliquide.com
321
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:26
5
GIO Service Desk
NaN
#########
5.00
GIO - SEC - End-User Account Provisioning in CARM
NaN
NaN
NaN
102
2025-07-08 22:14:29
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User who is a CARM approver needs to delegate his/her validations in CARM before going to holiday If user also has validation rights in My IT Corner and needs to delegate validation rights in My IT Corner too, follow article KB0011753. STEPS: This process must be done from the CARM account of the manager/approver who needs to delegate the validations. 1- Select "My Delegations" on the ribbon menu on the top 2 - Click on Add delegation 3 - Enter the name of the delegate to find the delegate, you need to enter at least 2 characters. 4 - Indicate the start and the end date time of the delegation then click on "Validate" button If the manager/approver is already on Holidays or Leave Change the approver of the user (s) to the new manager CARM - Departure, Transfer, Manager Change of a CARM User (GLOBAL)CARM - Update Existing Account (GLOBAL) 2. If the manager cannot be changed or requires approval from the manager who is on leave, assign the INC to GIO-SEC-CARM-L2 LOGGING CATEGORISATION: In case you guided user to raise the request in CARM: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to Delegate The Approver's Validations in CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted. In case of issues where the ticket needs to be assigned: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM - PROD Category: Application Subcategory: Access / Rights Assignment group: GIO-SEC-CARM-L2
airliquide, approver, approver going on holiday, boldizsar, cao, carm, com, corp, delegate, delegate the approver's validations in carm, english, going, holiday, toth@am, validations, vincent
NaN
KB0012944
WINDOWS - Admin Rights asked for tasks that do not require approval or request
English
boldizsar.toth@am.corp.airliquide.com
1306
Maik GERHARDS
Windows - Storage / Performance
Published
2025-08-25 20:50:49
4
GIO Service Desk
NaN
#########
4.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1077
2025-08-25 20:50:38
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs admin privileges to perform an action which doesn't require a request or approval. E.g.:- deleting a file from C drive- initiating license file from C drive- removing a not needed program- install any accessories, etc. STEPS: Use your admin rights to perform the task. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows Assistance Request details: For Which Topic: Assistance with peripheral devices/accessories / file removal In case of blank ESS submitted by the end-user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: Admin rights used to perform the task. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
action, adm, admin, admin rights, admin rights needed, airliquide, approval, asked, asks, asks for adm rights, authorization, boldizsar, com, corp, credential, credentials, do, english, gerhards, hardware, install, installation, maik, needed, no, no permission to perform this action, not, pc, perform, permission, priviledge, privilege, program, request, require, rights, software, task, tasks, toth@am, uninstall, windows
NaN
KB0018063
LIMS - Access, Connectivity, Troubleshooting
English
boldizsar.toth@am.corp.airliquide.com
231
James CATO
Uncategorized
Published
2025-09-29 14:32:18
6
GIO Service Desk
NaN
#########
NaN
BAM - Laboratory Management System
NaN
NaN
NaN
150
2025-04-22 14:24:24
#########
NaN
BAM-APP-L2-LIMS
COUNTRY/REGION:AMER ENTITY:BIS AMER SYMPTOMS: Users experience an issue that is NOT covered in the other KBAs. BEFORE YOU START: 1. Determine the LIMS Instance: Ask the Requester where they are calling from Air Liquide Electronics (ALE) LIMSAir Liquide Advanced Materials (ALAM) LIMSBalazs LIMS STEPS: LIMS is opened through Citrix, make sure the user has the latest Citrix Workspace version installed If user is working remotely make sure that VPN connection is stablished and that IPV6 is disable Pulse Secure Unstable Connection and IPv6 AME North Gather information of the error Step Description Action 1Identify LIMS issues: Basic connectivity troubleshooting by the SD Connectivity to AL network non Citrix or Computer (follow connectivity KBs)Connectivity to AL via computer hardware (follow SD computer KBs)Connectivity to AL via Citrix Non- LIMS (follow citrix connectivity KBs) 2 LIMS Citrix Environment Only Capture information for items non-related to LIMS Citrix that could not be solved by other KBAs, to be forwarded to the System Experts: LIMS CITRIX Issues > GIO-CS-AMER-CITRIX-L2Printer Issues - See KB0016644 Network Issues > See networking KBsSoftware and coding > Brian, Durga, Business Support Center (BSC) Group BAM-APP-L2-LIMS 3 Gather information Document information about the error and any relevant information. LOGGING CATEGORISATION: Template: AME - LIMS Business service: BAM - Laboratory Management System Category: Application Subcategory: Functional / Technical Issue Configuration item: Other Assignment group: BAM-APP-L2-Quality TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: This article provides instructions to follow in case an end-user is asking to install a non-packaged add-in to one of their applications. BEFORE YOU START: If the user wants an add-in installed/configured that is a packaged or otherwise a commonly used add-in and/or it has its own dedicated KB, you can proceed to install the add-in or proceed as per the relevant dedicated KB. STEPS: If a user wants to install/configure an unknown add-in for one of their apps, ask your user to submit a request for it through MyITCorner. Europe and APAC: Use the 'Download & install non-standard softwares' form Americas: Use the 'Desktop Software Requests' form For E&C: Use the 'Install a new software' form For SEPPIC: Use the 'Ask for SOFTWARE installation' form After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Installation / Deployment Resolution Notes: Show where to go request submitted. In case you installed a common add-in: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: Add-in installed
Service Now - My IT Corner Request is stuck in Pending Approval
English
boldizsar.toth@am.corp.airliquide.com
200
Laurence AZERRAD
Uncategorized
Published
2025-07-30 11:08:57
5
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
50
2025-05-05 19:42:35
#########
NaN
GIO-PCI-ITSM-Global Process Manager
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: My IT Corner Request has been approved but isnt moving forward, stuck at Pending Approval. Approver no longer in Air LiquideApprover didn't receive the approval request email. POSSIBLE CAUSES: Approver is no longer working in Air Liquide, therefore is unable to approve.Email sent to the approver has been lost or is missing. BEFORE YOU START: Depending on the issue, affected tickets (e.g. My IT Corner requests) may have to be re-submitted to be completed. STEPS: Assign to the Service Now team so they can assist.Make sure to report the issue to your leadership. Create a web ticket Go to My IT Corner - Get Service Desk Assistance - Open a ticketWho has an issue - Keep it as it is (Your user name).Phone number: N/AWhat is your issue about: I dont knowYour urgency: 3 - Low impact on work environmentAdd a brief description of the issue on both fields below "Briefly describe your issue" and "You can add more details here" Click on SubmitOnce the page finishes loading, copy the intake number (TKT) Open it in ServiceNowProcess the intake into a ticket as follows Remember to apply the corresponding templateInsert on the Description for REQ stuck at Pending Approval: If the Approver is no longer in Air Liquide: request to cancel the REQ, advise user to re-submit If you were given the correct approver, check with your SD2 or TL before requesting to change the old approver to the new one If the Approver didn't receive the approval request email: request to resend the approval request as per KB0017275. Use Assignment override to prevent misroutingClick on Next The requested action will have been completed once the ticket is closed. LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Bug / Defect Assignment group: GIO-ITSM DXC Third Party Maintenance Team TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:AMEI ENTITY:All SYMPTOMS: User is calling for printing issue in Navision BEFORE YOU START: Only Finance can print POs directly from NAV : All POs are saved in NAV for view or PDF download STEPS: 1.Define problem with Navision application or Printer : do a cross check by trying to print out of Navision (a PDF or Excel document) If the problem is regarding the printer, please follow the printer troubleshooting process according to the printer type and the user's location. If the issue is in Navision : Create an Incident and assign it to BAMEI-HUB-NAVISION-L2 Important : Before sending to Navision support , you need to gather the following information : -Printer name -Printer ip address -Number of impacted user -Error message (on Printer or PC or both) -Since when the issue started LOGGING CATEGORISATION: Business service: BAMEI - Navision - Application Configuration item: NAVISION 2016 Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BAMEI-HUB-NAVISION-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EU, CANADA ENTITY:*insert entity here* SYMPTOMS: Servitrax support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) Servitrax EU is a solution to track Air Liquide cylinders and others assets like baskets or rangers. In addition the application has several features related to the specific PG supply chain. This application is daily used in 14 countries by more than 6K users : Europe & Canada, Industrial & HealthCare affiliates . More than 9 500 000 assets are tracked and about 3 500 000 assets events per week are created in this application. In Europe, this application is a CDA1. It is an Interconnected Solution with a lot of systems like SAP OPERA / Oracle R12 / MyGasPartner / Distributor Interface / PowerBI / IoT Platform / Carquefous Robots / Gelleps WMS / STELIO / SANTRANS / MELPUCE / ALEX It can be considered as complex due to : Management of various delivery note types, products and asset types Business processes differences between countries Connection to several external systems Main benefits : Reducing the numbers of stolen or lost assets Improve customer billing, bill the right customer for the right duration Able to do batch recall for Healthcare affiliate Track & Control asset mouvements Each cylinder is equipped with a unique barcode to allow the cylinder identification. By reading the barcode thank to a mobile device, the cylinder can be tracked all along his life cycle (filling, delivery, return ). All the data are collected into the ERP that treats the information automatically. User access: It is managed directly in Servitrax application, there is no link with Carm or Active Directory. In consequence it is a local application authentication. Access administration is performed through Servitrax Rich Client: for EURPOPE pls follow: KB0014779 - Servitrax - Account Management (EU) for CANADA pls follow: KB0041041 - Servitrax - Account creation reques and KB0014010 - Servitrax - How to create an account (L1.5 scope) Server Architecture Servitrax is hosted on AWS Managed Account Application links The Rich Client is normally deployed by BBCA and managed by SupportHelpDesk Android application is installed during the smart integration performed by Alizent Support team or Zebra in case of RMA Android Application upgrade is managed by the application itself STEPS: for EUROPE redirect users to the KEY USER and follow: KB0012597 - Servitrax - Data transfer / Functional issue (EU) and send the ticket to the dedicated team for CANADA follow the steps below: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, Assess the priority 4. Assign the ticket to the hub support group: ALZ-AME-GCS-Returnable Assets-L2 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Returnable Asset Configuration item: SERVITRAX EUROPE - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): EU/AMEI: ALZ-EU-GCS-Returnable Asset L2 Canada: ALZ-AME-GCS-Returnable Assets-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Windows laptop - screen goes black after 5 minutes with closed lid on docking station
English
boldizsar.toth@am.corp.airliquide.com
183
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:34:23
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
121
2025-05-05 20:01:23
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: If laptop on docking station and lid of laptop is closed, screen goes black after 5 minutes. STEPS: Change the power settings. Open Start menu > Control Panel > Power options Click "change plan settings" Change the settings of display > Click save changes LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: Assisted user with changing the power settings so that the computer does not go sleep that quickly. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
after, airliquide, black, black screen, boldizsar, boot, booting, closed, com, corp, display, display go black, docking, english, gerhards, go, goes, hardware, laptop, laptop screen, lid, lid closed, maik, minutes, off, power, power off, screen, screen goes black, screen off, screen turn off after 5 minutes, screen turns of, software, station, toth@am, turn, turns, windows
NaN
KB0025676
Google Services - access request to additional authorized Google Services
English
boldizsar.toth@am.corp.airliquide.com
155
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:56
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
45
2025-05-05 16:02:14
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is requesting access to an additional Google service authorized by Air Liquide. Google AdsGoogle Ads SenseGoogle Search ConsoleGoogle My BusinessGoogle Merchant Center BEFORE YOU START: The request must be raised via GIO Catalog. In case the user does not have access to the GIO Catalog he/she must approach the manager or IT Approval or Budget Approval to raise the request on behalf. STEPS: Redirect user to Home: Catalogue> End-User Workplace > G Suite & Messaging > Access to an additional Google service If the user is still unable to see the additional Google Service after raised the request. Please be advise this is not an incident but an expected behavior. Google My Business App is no longer available. Regarding this issue, and as https://support.google.com/business/answer/11402083? refers, the Google My Business app is no longer available. To keep your Business Profile updated and reach your customers where they are, you can use the Google Maps app and Google Search, from your computer or your mobile phone.In order to find your profile, you can do the following (Important: To find your profile, you must sign in to the Google Account associated with it):- On Google Search, search for my business.- or, On Google Search or Maps, search for your business's name and city.- In the Google Maps app Maps, at the bottom right, tap Business.- Tip: If you have more than one business, at the top, click the Down arrow. Then, select the business you want. Related articles Manage your Business Profile directly on Google: https://support.google.com/business/answer/7039811?How to find your business on Google: https://support.google.com/business/answer/145585? After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: There is a failed installation of a software which was pushed via Marimba BBCA User may get the following Window with the software name that failed or a Black Window what constantly pops up BEFORE YOU START: You can connect to the user's C:\ drive even if you are not connected to the computer via VNC. From the remote desktop's Start Menu, type to search: \\hostname\c$\\IP address\c$ may also be used, but there is a risk of getting the wrong computer; first try with the computer name Note: For seeing when new lines are added to a logfile as updates are being made, on each machine there is a live log file viewer ( Trace32.exe ) in c: \_install STEPS: 1. Remove Policy from Marimba Tool Open Marimba Tool from Citrix and log with your account.Search for computer with HOSTNAME and select "check".Go to "Remove policy to install software and check for packages to remove.Select the package and click on "remove".Run "software update tool" application on user's computer.If needed, reboot computer. Describe the series of tasks that the user must do to solve the problem Check in the Marimba tuner admin if you notice any channel in failed state Check the concerning Marimba history log files on the PC Please add the log files to the ticket (softwarename.log and history.log) , steps to get them below: 2. history.log Search for the impacted package and the ch.xx folder by mapping the following into the user's computer On Windows 10 or PC migrated to Windows 11:C:\program files\BMC Software\BBCA\Tuner\.marimba\BBCA_ClientWorkstation\map.txtorC:\Program Files (x86)\BMC Software\BBCA\Tuner\.marimba\BBCA_ClientWorkstation\map.txtOn PCs imaged with Windows 11:C:\program files\Tuner\.marimba\BBCA_ClientWorkstation\map.txtorC:\Program Files (x86)\Tuner\.marimba\BBCA_ClientWorkstation\map.txtYou can find software names and ch.numbers in each row in this .txt file.Go into the ch.xx folder and check the history log filesMore detailed information will be found there 3. 'softwarename'.log Find the .log file in folder C:\Windows\Temp\package name (one example: g_01395_ivanti_vpn-access-client-22.2r1_en_16.log)And analyze the situation as shown above, locate the error and possible programs that could be blocking the installation For Microsoft Office Fail Installation Some users have more than one office package requested and/or another one already installed (e.g. Office 2013 and Office 2016), if they are different bits (one is 32 bits, the other is 64 bits) it will not allow the installation of the other one SOLUTION: Install with matching bits OR Uninstall conflicting software and reinstall with matching bits Some users have the full Office 2016 suite installed (e.g. MS Office Standard 2016) but one of the programs in the suite fails to install (e.g. Excel), so we have to completely remove it and then reinstall SOLUTION: Uninstall corrupt version and reinstall Note: Solution for this example -replace project 64 bit by project 32 bit (uninstall by using program and features)-uninstall Microsoft Office 32-bit Components 2016 -uninstall Microsoft Access database engine 2010 (English)-Install Project 2016 via marimba For Ivanti Fail Installation KB0024661 - Ivanti - CMD/Black Window Pop Up Error For Other Software Consult with your SD2 for next steps to be taken LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Apps packaging service Configuration item: Hostname Category: Application Subcategory: Bug /defect Assignment group (if not L1): GIO-EUS-GOPS-USER-DEVICES-L3 (for Marimba client issues) for EU: GIO-EUS-SD-EUROPE-L1.5 Note, for Marimba server issues: GIO-EUS-MANAGED DEVICES-?MARIMBA-L?3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 or OSS
ALTO MOBILE - software on tablets - connectivity issue
English
boldizsar.toth@am.corp.airliquide.com
60
Laurence AZERRAD
Uncategorized
Published
2025-07-10 22:34:35
4
GIO Service Desk
NaN
#########
NaN
Bulk Supply Chain & Mobility
NaN
NaN
NaN
33
2025-07-10 22:34:12
#########
NaN
BEU-BOSM-SUPPLY CHAIN
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS ALTO MOBILE - software on tablets - connectivity issue STEPS: If there is the logon issue after ALTO password change and new password does not work for the user (usualy a driver) in ALTO MOBILE, ask user to try to update the referencial on the device of the user: To update referential : - If a shift is loaded you can click on Download referential option in left menu - Otherwise you can : - At the bottom of the screen, click on "Terminal Parameter" - Enter code "1234" - Set "Force Synchronisation" to true - Log out and in so that referential can be updated If still not solved, send ticket to BEU-BOSM-SUPPLY CHAIN LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: AME: ALTO MOBILE AM - PROD EU: ALTO Mobile AWS Europe - PROD AMEI: ALTO MOBILE AMEI - PROD APAC: ALTO Mobile AWS APAC - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): AME: ALZ-AME-GCS-Remote Asset L2 EU & AMEI: ALZ-EU-GCS-Remote Asset L2 APAC: ALZ-AP-GCS-Remote Asset L2 TICKET TYPE: Temp field to be used until drop down is created for Incident ARTICLE TYPE: Temp field to be used until drop down is created for Assignment TEAM: Temp field to be used until drop down is created for Apps
COUNTRY/REGION:USA, Canada ENTITY:ALL SYMPTOMS: This article is describing the various mobile device related requests at the disposal of US and Canada user in MyITCorner. BEFORE YOU START: Air Liquide users can be provided with a company cell phone or tablet to be used in their day-to-day activities. Users can also bring their personal or third-party devices, for which we provide assistance with enrollment to Workspace One, but direct support for those devices is not provided by Air Liquide. STEPS: The following requests are available for users in MyITCorner: For a new mobile phone with SIM CARD Canada: Order a mobile deviceUS: Order a mobile device For Mobile Services request Modify a mobile line For enrollment related questions/concerns, check KB articles related to Intelligent Hub. For Lost or Stolen Mobile phones: Refer to KB0013220 Device - Report Lost/Stolen (AME) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Canada: Order a mobile deviceUS: Order a mobile device Modify a mobile line Request details: GL Code: 0Is this for NEW or EXISTING service?: Replacement: Existing / First time request: NewChoose a Provider: As per user´s request select between Rogers and Bell
airliquide, ame, boldizsar, bts, canada, card, com, corp, devices, english, form, forms, international, line, mobile, request, sim, toth@am, traveler, us, us canada mobile devices request form ame sim card without sim mobile line international traveler, without
NaN
KB0021676
Printer- How to fix USB device not recognized CANON LBP
English
boldizsar.toth@am.corp.airliquide.com
28
Ay SHAH-SC
Printing / Devices
Published
2025-09-29 13:49:09
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Managed printing services
NaN
NaN
NaN
4
2025-07-14 17:34:25
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Installed canon printer driver by choosing USB connection but error happened. BEFORE YOU START: Please make sure that you download the correct driver for the printer. STEPS: Run the set-up file Click Yes Choose USB connection Click Next Click Yes You will get this error: Go to Device Manager by open CMD with your admin account and type devmgmt.msc. Then locate Universal Serial Bus controllers USB Printing Support then right click on it and choose uninstall USB printing Support. Then click on the icon scan on hardware changes. Then click on Retry to run USB connect again. Then wait for it to run completely and ask user to test. LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - APAC Category: Devices Subcategory: Printers Resolution Notes: Service desk will assist the user to install driver to users PC TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article describes the process for stopping an email that has been sent BEFORE YOU START: Kite team CANNOT delete emails without validation from the CSIRT team This type of action is very sensitive and can only be done only in case of security breach. STEPS: If Malicious emails, Phishing or President Fraud direct to Security - Spam, Phishing and President Fraud (GLOBAL) Gather the following information: Sender (email)Name of the user.Emails that it was sent to.If personal information in email, what is the type of the information?Body mail attachment "Header" (mandatory) Procedure for this information below (See How to get the Header of the email for Gmail/Kite users). Obtain a sample header from the SPAM emails. Alternatively, the user can send the Spam email as attachment which can be added to the ticket. This element is mandatory for CSIRT analysis and must be attached to the Service now ticket. On user's email Open the message you'd like to view headers for. Click the 3 dots next to Reply, at the top of the message pane. Select Show Original The full headers will appear in a new window Copy everything and save it in text format and attach it to the ticket (doc or text). Route ticket to GIO-SEC-CSIRT Advise user that CSIRT has been informed and they will be analyzing the situation to determine weather if the email can be deleted In case of communication to CSIRT team, please contact them at csirt@airliquide.com LOGGING CATEGORISATION: Business service: GIO - SEC - Security Incidents Configuration item: Google Suite - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group: GIO-SEC-CSIRT TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Intelligent Hub - How to switch from Business only to Mixed usage
English
boldizsar.toth@am.corp.airliquide.com
169
Alexandre BONNAIRE
Uncategorized
Published
2025-07-30 6:16:40
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
45
2025-06-11 18:40:27
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to change his Mobile Access from Business only to Mixed usage POSSIBLE CAUSES: User has requested the wrong Mobile Access modality in CARM or had a Business Only Mobile Access before and now needs to have a personal area in the device. BEFORE YOU START: Confirm that user has the Business Only Mobile Access in CARM, if user does not have it and wishes to enroll his device to Mixed usage follow KB0014449 STEPS: 1. Go to CARM 2. Click My access >Mobile Device Access 3. Uncheck the box Business Only and select Mixed Usage. 4. Choose how many devices you wish to enroll 5. Enter a justification press Submit 6. Inform the user that once the request is approved, it will be necessary to unenroll (KB0013851) from Business Only and enroll with Mixed Usage (Android: KB0014387/ iOS: KB0041078 ) profile. PLEASE NOTE, this action will force the device to reset to factory settings. Make sure the users saved all their important data on Google Drive beforehand. 7. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Devices Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
access, airliquide, alexandre, android, approval, boldizsar, bonnaire, business, business only, carm, change, com, corp, device, email, english, gmail, hardware, how, how to switch from business only to mixed usage, hub, intelligent, mixed, mixed usage, mobile, mobile access, mobile device, only, request, reset, switch, to, toth@am, usage
NaN
KB0012883
Chrome - Bookmark recovery
English
boldizsar.toth@am.corp.airliquide.com
872
Maik GERHARDS
Uncategorized
Published
2025-04-28 22:24:15
4
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
414
2025-04-28 22:21:15
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User lost or deleted by coincidence bookmarks in Chrome browser. BEFORE YOU START: If the loss of bookmarks occurred after a Chrome profile update or any other updates, please check if the sync feature is turned back on. If it is not, please enable it. This will allow the bookmarks to be recovered, provided that sync was previously enabled STEPS: Chromes bookmark manager doesnt have an Undo option. If your finger slips, you could delete an entire folder full of bookmarks with no obvious way to recover them. If youve made a backup with the export option, you could import the backup but the backup may already be out of date. 1. First things first: Dont close and reopen Chrome. If Chrome is already closed, leave it closed. Chrome saves a single backup of your bookmarks file, and it overwrites the backup each time you launch Chrome. Launch Windows Explorer and plug the following location into its address bar, replacing NAME with the name of user's Windows user account: C:\Users\NAME\AppData\Local\Google\Chrome\User Data\Default 2. The folder contains two bookmark files Bookmarks and Bookmarks.bak. Bookmarks.bak is the most recent backup, taken when you last opened your browser. If you dont see the .bak file extension and just see two files named Bookmarks, click the Organize menu and select Folder and search options.In the Folder Options window, click over to the View tab and uncheck the Hide extensions for known file types option. Youll now see the previously hidden .bak extension. 3. To restore the backup, close all open Chrome browser windows. With Chrome closed, rename the Bookmarks file to Bookmarks.old and rename Bookmarks.bak to Bookmarks. (You should probably make a copy of both Bookmarks files and put them into another folder before you do any renaming). 4. Youll see your deleted bookmarks when you relaunch Chrome. Any bookmarks youve created since you last launched Chrome will be lost. 5. In case the .bak file is corrupted and it is not loading any bookmarks when renamed, try to use the following tool to recover contents: Upload the file here: https://rongjiecomputer.github.io/chrome/bookmark-recovery/#windowsDownload the file again and import it into Chrome as .html (In a new Chrome Profile - Ellipsis icon (3dots) - Bookmarks - Open Bookmarks Manager - Ellipsis icon (3dots) - Import Bookmarks) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Cloud infrastructure Subcategory: Data issue Resolution Notes: Assisted user with restoring their bookmarks in Chrome browser. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AMER ENTITY:BIS AMER SYMPTOMS: User needs an Oracle Account for the first time or needs to add additional responsabilities to his/her account. BEFORE YOU START: Oracle is one of the Air Liquide ERP. NAM (North America) instance is in use in entities from the following countries: Argentina.Canada.Colombia.Dominican Republic.Mexico.United States. Oracle is one of the Air Liquide ERP applications. SAM (South America) instance is in use in entities from the following countries: ChileUruguayArgentina STEPS: Share with user AMS FORMAsk user to select New request and select his/her country. User needs to select the option that corresponds to his/her resquest and fill the form, if he/she needs assistance with informormation to fill this form user needs to contact his/her manager: User will receive an email with their credentials after the account creation. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: Oracle PortalExplanation: Guidance to AMS portal to submit Oracle access request. In case of blank ESS Incident submitted by the user: Business service: BAM - Finance & ERP - Oracle NAM / BAM - Finance & ERP - Oracle SAM Configuration item: BAM - Finance & ERP - Oracle NAM / BAM - Finance & ERP - Oracle SAM Category: Application Subcategory: Access / Rights Assignment group (if not L1): BAM-APP-L2-Finance & ERP - NAM Resolution Notes: AMS form shared with user.
account, add, additional, airliquide, boldizsar, com, corp, elena, english, first, nam, needs, oracle, oracle - account request, oracle responsabilities, oracle sam, request, responsabilities, sam, time, tortorici, toth@am, user needs an oracle account for the first time or needs to add additional responsabilities. oracle nam
NaN
KB0035056
8 digit character pin code setup
English
boldizsar.toth@am.corp.airliquide.com
261
Maik GERHARDS
Uncategorized
Published
2025-05-05 20:11:54
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
65
2025-05-05 20:11:25
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GERMANY ENTITY:DE-VITALAIRE SYMPTOMS: User needs assistance to set up Windows Hello PIN (8 digital PIN). ONLY APPLIES FOR DE-VITALAIRE STEPS: Process Problem Hello Pin Setup 1. Error: "This PIN doesn't work with resources in your organization. Tap or click here to fix the problem. Ask user to use Windows Hello with their account click OK Select their account with the @eu.corp.airliquide.com address An Okta verification window will appear. Select Sign in with an Air Liquide device and ask user to type their current 6-digit Hello PIN Click YES Ask user to enter their current 6-digit Hello PIN Click on NEXT For additional security, their Microsoft account requires a phone number that will be used if the password is lost.If they don't have a company cell phone, they can enter your private number (only an SMS will be sent to confirm their identity)If they don't want this, they can receive a call to their landline number where this confirmation code will be read out to them. Ask user to enter the code they received via SMS or phone call Confirm the linking process with Done Now they can change their Windows Hello PIN: LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Devices Application: Operating System Situation: How-To/Question [Ad Hoc Request] TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Air Liquide Mexico S. de R.L. de C.V. - Support Model
English
boldizsar.toth@am.corp.airliquide.com
239
Cristobal SANDOVAL
Uncategorized
Published
2025-06-09 21:23:41
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Local Support - AME
NaN
NaN
NaN
148
2025-06-09 21:23:24
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY:Mexico ENTITY:BIS AMER SYMPTOMS: Air Liquide Mexico S. de R.L. de C.V. user calls about local applications and infrastructure. BEFORE YOU START: Air Liquide México S. de R.L. de C.V. is the local entity in Mexico. Make sure the user is requesting non-standard Air Liquide support, for Air Liquide standard support follows the standard support model. If you are struggling to help a user install or update an application, check whether the user has SOTI MobiControl installed on the PC. If so, the ticket needs to be assigned to Mexico FS as this MDM solution will not allow to make changes to the computer the conventional way. STEPS: If the user is requesting or reporting an issue with the following Non-Standard support, route the ticket to the assignment group. Non-Standard Infrastructure: Mobile phones.Telephony system (PBX).Local printers. Non-Standard Applications: AODOCS (Jose Quirino) LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AME Category: Depending on the case Subcategory: Depending on the case Assignment group: GIO-EUS-FS-MEXICO-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
air, airliquide, america, americas, boldizsar, com, corp, cristobal, de, english, gio-eus-fs-mexico-l2, intelexion, liquide, mexico, mobicontrol, model, mx, mx-alm, north, north america, pbx, s. de r.l. de c.v., sandoval, soti, soti mobicontrol, support, support model, system, telephony, telephony system (pbx), toth@am
NaN
KB0014300
CONCUR TRAVEL - Local Travel Agency contacts
English
boldizsar.toth@am.corp.airliquide.com
560
Ingrid PROSZONICS-SC
Uncategorized
Published
2025-05-26 20:08:51
4
GIO Service Desk
NaN
#########
NaN
Travel expense management
NaN
NaN
NaN
177
2025-05-26 20:07:39
#########
NaN
BCF-GLOBAL APPLICATIONS-WEB APPS
COUNTRY/REGION:EU ENTITY:ALL (except E&C) SYMPTOMS: User needs help with ticket reservation in Concur Travel. STEPS: - Direct user to the local Travel Agency, see the contact details in linked document. - If the user does not manage to book tickets online, user should call or email the local Travel Agency. If the user needs to modify or cancel an existing booking, user can open a chat with a travel agent from the Amex GBT mobile application if it is installed on his phone. Booking a trip in the mobile application is not possible. The Amex GBT mobile application is available on Hub on the enrolled phones (KB0034171) https://docs.google.com/spreadsheets/d/15EWOgIb87bSwiRLiyVp0Y36XCcpM0Hyr65iD3EYSzwk/edit?usp=sharing) OBT Links - Travel Agencies Contacts Info: If you have trouble viewing this document please click here !! British Airways (BA) has recently updated its time-of-ticketing policy which has an impact on our ability to manage approval processes for BA flights booked at short notice. The new ticketing timelines are: Bookings made more than three (3)days before departure must be ticketed within three days of booking.Bookings made within three (3)days of departure must be ticketed the same day.Bookings made within 24 hours of departure necessitate instant ticketing. I wish to remind you that the Group Travel Policy (GP05) on advance booking: to the maximum extent possible, travelers must book their tickets as early as possible in order to benefit from the cheapest fares and to ensure seat availability. Flight tickets should be booked at least 14 days prior to departure. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: Guidance to Travel Agencies Contacts For which Topic: IT manager or related line Explanation: Guidance to Travel Agencies Contacts In case of blank ESS Incident submitted by the user: Business service: Travel expense management Configuration item: E-Expense Concur SaaS - PROD Category: Application Subcategory: Support /Assistance Resolution Notes: User was directed to contact the local Travel Agency to get assistance.
agency, airliquide, amex, boldizsar, com, concur, concur travel, contacts, corp, english, ingrid, local, needs, obt, proszonics-sc, reservation, ticket, toth@am, travel, user needs help with ticket reservation in concur travel obt
NaN
KB0012771
Gmail - create autoreply Out of Office email
English
boldizsar.toth@am.corp.airliquide.com
91
Harold OUSSET
Uncategorized
Published
2025-07-30 6:11:56
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
24
2025-06-09 16:39:08
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL Summary: create automated out of office mail in Gmail SYMPTOMS: create automated out of office mail in Gmail for a group, DL or individual Google account SOLUTION: 1. Click on settings 2. Scroll down in the general tab to the end of list. The last option of the settings is the vacation responder. Here you can add the time frame, and set an out of office message. Fill it out, click on save changes. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance with setting up autoreply In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
CARM - Reactivate an account in CARM when user has no authority
English
boldizsar.toth@am.corp.airliquide.com
526
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:28
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
576
2025-04-24 21:22:00
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls that he/she is unable to submit a request for account reactivation in CARM as faces "You do not have the authority to perform this operation" error STEPS: In this case please redirect user to his/her CARM approver to perform the following steps: 1. Connect to CARM 2. On the search field please insert user name 3. Click on personal accounts near to the place with the 3 dots 6. Click on "Edit or re-activation of selected accounts" *Note: If CARM approver does not have rights please send the ticket to GIO-SEC-CARM-L2 LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Acces / Rights Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
account, airliquide, authority, boldizsar, cao, carm, com, corp, english, has, no, reactivate, reactivate an account, reactivation, request, toth@am, vincent, when
NaN
KB0056780
Hardware - Hard Drive Needs to be Pulled from a PC
English
boldizsar.toth@am.corp.airliquide.com
7
NaN
Uncategorized
Published
2025-08-13 16:47:16
3
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
0
2025-08-13 16:47:11
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Canada, USA ENTITY:All SYMPTOMS: This article describes how to proceed if an end-user requests to have the hard drive of another employee pulled. POSSIBLE CAUSES: This need typically arises when data recovery is required from the computer of a former employee. STEPS: Create a ticket based on the below categorization and assign it to the responsible assignment group. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Assignment group: Corresponding Field Services (FS) team. ARTICLE TYPE: Assignment TEAM: OSS
airliquide, boldizsar, com, corp, data, data recovery, drive, english, hard, hard drive, hard drive pulled, hardware, needs, pc, pull, pulled, recover, recover data, recover data from drive, recover data from hard drive, recovery, toth@am
NaN
KB0018467
CARM - How to Submit a Mass Update for Users Information
English
boldizsar.toth@am.corp.airliquide.com
17
Daniela PJETRI-SC
Uncategorized
Published
2025-09-29 14:55:29
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
4
2025-08-06 17:03:15
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to submit a mass update for users' information (updating several users at the same time). BEFORE YOU START: If the user is unable to get to the Catalog request, it will need to be submitted by the user's IT Approval or Budget Approval. STEPS: 1. Direct user to the GIO Catalog request: GIO Services > IT Security > CARM > CARM - Mass users information update 2. Fill out the below form by addressing the following information: Prepare and share a Google spreadsheet with CARM Users information.Enter the link of your document (URL)Describe the information to be updated in the comments field.Click on Order Now followed by Checkout.CARM support team will implement the upload. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Account and Password Resolution Notes: MyITCorner Assistance request submitted.
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: User needs to get installed Profox application on their computer. BEFORE YOU START: Please note that the installation and assignment of licenses of Profox must be performed by the AME L1.5 team, as it involves contacting the provider and can take a longer time to complete. Please send the ticket to GIO-EUS-SD-AME-L1.5 so that they can handle the case. STEPS: 1. Connect to the user's computer and access the installation files from the following shared folder: \\10.208.14.154\Utilities 2012\Old Util folder\CPAP -\ST2020-2800 Vitalaire airliquide OEMIf you are unable to reach the 'ST2020-2800 Vitalaire airliquide OEM' folder by inserting the whole path to the main Windows Search Field, try only with \\10.208.14.154\Utilities 2012 and then manually go to the folder. Copy the whole 'ST2020-2800 Vitalaire airliquide OEM' folder to C:\temp. 2. Run the 'Setup.exe' file from the local folder you just created and go through the installation windows accepting all the default values, then hit 'Finish'.3. After installing the application, you will need to give 'Modify' access to the end-user to the following 2 folders: C:\program files (x86)\profox oximetryC:\programdata\profox oximetry (please note that the Programdata folder is hidden, you will need to make Hidden Folders visible in the File Explorer View settings) To add 'modify' rights for your user to these folders, open File Explorer and navigate to the given folder, right-click on it, then select the 'Security tab'.Now hit the 'Edit' button, this will ask for your ADM credentials, after writing them, click on the 'Add...' button Now add the user with their AD username or email address. They will have Read access by default, make sure that you add the 'Modify' access as well and then hit OK. 4. Now open the freshly installed application, it will state that it is unlicensed as per the below image, click on 'Yes' to attempt to contact the server. 5. The connection will fail and the app will ask if you would like to try again to contact the server. Click on 'No' to move to the next prompt. 6. Now the app will ask if you would like to call a representative of the provider, click on 'YES' in order to proceed to the next step.7. Now the application will generate the following details that the provider will need in order to provide the license activation key: System IDClient Code 8. Inform your user that now you need to email the provider in order to get the Activation code. Send an email to Martin.Ress@hlsmedical.com and cc max.anshilevich@airliquide.com. Email Template: Subject: Profox license activation on Body: Dear Martin, Please provide a Profox license activation code for the computer with the following details:System ID: Client Code: Hostname: Best regards, 9. Wait for the reply from the provider (it usually takes just a few minutes during Business Hours). When you have the code, contact your user again and input the code within the app. 10. Now the user will need to fill out their location details within the app.11. Now the application installation is complete, you will now need to install the necessary driver for the device that the user will use with the app. The devices have a serial cable, so the users are using a serial-to-USB adapter to connect them to their PCs. The common drivers can be found within the 'ST2020-2800 Vitalaire airliquide OEM' folder. The driver installations will require ADM authentication. After the installations, have the user reboot the PC (even though the installers don't explicitly state it is needed). 12. After the reboot, ask the user to test the app. The connected device should be automatically assigned a COM port in the computer's settings, you can review this later in Device Manager.If the device is not recognized, ask the user about the brand and model of the serial-to-USB adapter they are using and if it does not seem to correspond with the drivers you have installed, search for a viable driver online. LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Installation / Deployment Assignment group: GIO-EUS-SD-AME-L1.5 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article describes how to request Site bandwidth to be increased in the Americas STEPS: Step 1: Advise end user to contact: Scott Holman Air Liquide - GIO - Network & TelecomNetwork & Telecom Service Delivery - Americas Christopher Vorus christopher.vorous@airliquide.com Step 2: Confirm end user understands whom to contact Step 3: Close ticket LOGGING CATEGORISATION: Business service: GIO-NET-Site Connectivity Category: Network Subcategory: Service Degradation Resolution Notes: Redirected user to the responsible contacts TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
OKTA - Activating on mobile device - User has ONLY phone
English
boldizsar.toth@am.corp.airliquide.com
789
Mehdi GASMI
OKTA / Mobile Enrollment
Published
2025-09-29 14:45:39
5
GIO Service Desk
NaN
#########
1.00
GIO - SEC - OKTA
NaN
NaN
NaN
347
2025-08-06 15:39:55
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
REGION:GLOBAL ENTITY:ALL SYMPTOMS: The end-user would like to activate OKTA on a mobile device, but does not have a PC where they can scan the QR code. STEPS:Make sure that the user has the OKTA Verify application installed on their mobile device! 1. On the phone's browser (Google Chrome), please open login.airliquide.com.2. User needs to enter their email address and their password.3. If they don't have any devices added, they will see the same thing as from a computer, select OKTA Verify and tap the Set up button.4. Instead of the QR code and if the user has access to the mails , then the user will see "Email me a set up link" and "Text me a set up link". Choose text me a set up link, this willl send an SMS to the user with the activation link. VS 5. Once the user received the SMS, they will be redirected to the OKTA Verify application, where after a prompt "Enable the biometrics?", the account will be added.6. User can access the OKTA end user dashboard from the browser or via the application itself. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment Assistance Request details: Device Type: Mobile deviceReason: New Device (first enrollment) In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Okta Enrollment Assistance form submitted.
activating, activation, airliquide, application, boldizsar, code, com, corp, device, english, enroll, enrollment, gasmi, hardware, has, ipad, link, login, mehdi, mobil, mobile, no, no pc, no qr, okta, only, pc, pc okta, phone, qr, qr code, set, sms, software, tablet, tablette, text, toth@am, up
NaN
KB0044967
CONCUR - concur user ID did not synchronize with AD and CARM email
English
boldizsar.toth@am.corp.airliquide.com
382
Pierre GAC
Uncategorized
Published
2025-06-04 20:22:23
4
GIO Service Desk
NaN
#########
NaN
Travel expense management
NaN
NaN
NaN
61
2025-06-02 21:18:18
#########
NaN
BEU-FICO-IM-EL-MEDGAS
COUNTRY/REGION:EU ENTITY:ALL (except E&C) SYMPTOMS: CONCUR user ID is not the same as the email found in AD and in CARM. POSSIBLE CAUSES: NOTE: Concur user ID should be the same email address of the user as we found in AD. If the helpdesk finds the user in AD and his email > assign to GIO-SEC-AUTHORIZATION-MS to check the Concur user account existence and if the same email address is (provide in the description) in Concur as we found in the Active directory. NOTE: If the email address of user changed anyhow since the concur account was created, the concur user ID (original email address added to Concur) will not synchronize with Active Directory or CARM change, the change has to be done in Concur manually by the GIO-AUTHORIZATION-MS. Also this team can make password reset if via the page user do not receive the new password to his email - most possibly because the email address is not same in Concur and in AD. STEPS: - Create an incident. - Add the user`s email found in CARM and AD to the ticket description. - Assign it to GIO-SEC-AUTHORIZATION-MS to check if the email is the same and for manual synchronization. LOGGING CATEGORISATION: Ticket template to be used: 0_EU [CONCUR E-EXPENSE - Login with SSO Business service: Travel expense management Configuration item: E-Expense Concur SaaS - PROD Situation: Account issues [Incident] Assignment group (if not L1): GIO-SEC-AUTHORIZATION-MS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
account, ad, airliquide, authorization, boldizsar, carm, com, concur, concur account creation in my it corner, concur account issue, concur login, concur login issue, connection, corner, corp, correct, creation, did, email, english, gac, id, login, my, no, no concur account, not, not correct concur account, pierre, sso, sso connection issue of concur, sso issue, sync, synchronization, synchronize, toth@am, wifi
NaN
KB0018824
BTS Bitlocker - asking for recovery key
English
boldizsar.toth@am.corp.airliquide.com
6079
Maik GERHARDS
Uncategorized
Published
2025-04-28 17:52:57
4
GIO Service Desk
NaN
#########
4.04
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
11836
2025-04-28 17:52:29
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User's Bitlocker PIN is not accepted by the computer and is asking user to provide Bitlocker recovery key. POSSIBLE CAUSES: Hardware or location change detected may cause Bitlocker to enforce additional protection, or Bitlocker PIN has been mistyped or forgotten BEFORE YOU START: 1. ALWAYS AUTHENTICATE USERS FOR Bitlocker Recovery Key! Refer to KB0010220 - Password Reset Authentication Process (GLOBAL) IMPORTANT: After authentication, please check if the caller is the owner of the impacted device. If the caller is not the owner, send the security email to the owner only to inform him/her about the action that has been performed. Email templates: https://docs.google.com/document/d/1YVQ26JTBJJIWwIy2AirBKlUeB6WnzojBGKJePU-97LM/edit To check the current owner of the pc (in case he/she is not the one calling): Search for the affected computer`s hostname in the Configuration item field by the "search icon" In the Search field click on "Filter icon" Define the condition: "Name" "is" and paste the hostname then click on "Run"In the condition set: select "user" "is" and paste the user's name you will see the owned device(s) Should be the owner someone who left the company already, raise the request "Transfer a device" on behalf of the user as per KB0020103! 2. Please always ask first the user to restart the pc, in some cases it can solve the issue, and the PIN will e accepted after a reboot! The DELL DATA Console is no longer available. Mandatory usage of the Bitlocker UI Helpdesk Login: ADM credentials STEPS: There are 2 option retrieve bitlocker recovery Option 1 - Retrieve "Bitlocker Recovery" from AD (NOTE: it is not available in Citrix (due to outdated version ) 1. Launch "Active Directory" as Admin 2. Click "Find object in Active Directory Domain Services". 3. On "Find" field, chose "Computers", and set to "Entire Directory" 4. Insert the computer name 5. Double click > then, go to "BitLocker Recovery" tab (you may also right click > properties) Optional: Save Package in order to provide the key file to third party data recovery company in case of physical hard drive failure.10. TEST: RESTART THE PC to test the new PIN! Option 2 - Retrieve "Bitlocker Recovery" from Bitlocker UI Tools Look for the Bitlocker UI application in your Citrix environment (or on Airliquide laptop) to open it, and you will see the following box. Enter the hostname. (With this process, it is no longer necessary to add the fully qualified domain name, just the hostname as per the below screenshot is enough) Now click on Submit. As you can see, when you click on Submit, it not only finds the computer but it will also display the Recovery ID. Additionally, it is no longer necessary to select the Volume because the most recent one is shown under Date. Click on the result that appears, and it will instantly generate the Recovery Key: As for the Recovery ID we only need the first 8 digits. Enter them and click on Submit. It will display the same Computer Name and Date information: Select that result, and just like before, it will instantly generate the Recovery Key: Send security email from MMS to the user and to the CARM approver. For the several possible scenarios, follow KB0010220! OR in case the owner is not the user that is calling for the PIN reset, send email to the owner only! Email templates: https://docs.google.com/document/d/1YVQ26JTBJJIWwIy2AirBKlUeB6WnzojBGKJePU-97LM/edit IN CASE OF WINDOWS 10 1. Once user logged into Windows, ask him to search 'bitlocker' then click on 'Manage Bitlocker' (APPLICABLE FOR WINDOWS 10 only) 2. Select "Change PIN" > select 'Reset a forgotten PIN' (adm credentials are asked) 3. User has to type a new PIN and then click Reset PIN It must contain only 6-20 numbers. 4. If PIN has been changed successfully, send an email using the email template "Bitlocker PIN Reset" following the authentication procedure 5. IF PIN cannot be reset due to one of the error messages in template, follow relevant KBs 6. If recovery key cannot be found in DDP please follow KB0024804 7. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Bitlocker recovery code Request details: Encrypted device: Service Tag of PCReason: Tried to log in to Windows with wrong password too many times / Hardware component change In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Category: Devices Subcategory: Support / Assistance Resolution Notes: Bitlocker recovery code request submitted. Special Customer Communication Rules For AME only: Refer to Air Liquide: NAM Site Locations and its Corresponding Desktop Assignment Groups for contact list
Alehos Support - who to call (ALEHOS, ORKYN, DinnoSanté, Vitalaire, Adair)
English
boldizsar.toth@am.corp.airliquide.com
414
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-07-29 18:13:13
5
GIO Service Desk
NaN
#########
NaN
HCDIT-Local IT Support
NaN
NaN
NaN
2833
2025-06-18 18:50:39
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION: Europe ENTITY: BIS Home and Healthcare SYMPTOMS: User is calling regarding an application what is not supported by the Service Desk STEPS: ALEHOS user support concerns special applications and some of the devices, too. Info: If you have trouble viewing this document please click here Support Applicatif ALHIST: ticket to BHC-SUPPORT-L1 for M3/M3H, NéHomes, SAT, Salesforce (CX, Field service, KM Portal), Business Objects, Power BI, Neocase, Odigo, CRM, RMS, TuoTempoAutres Applications : - Installation Logiciels des Dispositifs Médicaux (Accès aux logiciels) : HelpDesk GIO +33 (0)1 86 99 56 08- Logiciels RH (Workday, ChronoGestor, CCMX) : Ouvrir un ticket dans MyHR (Requête problème accès/mdp Chronogestor)- Logiciels Finance, contact ALSD : Applications Finance for M3/M3H, NéHomes, SAT, Salesforce (CX, Field service, KM Portal), Business Objects, Power BI, Neocase, Odigo, CRM, RMS, TuoTempoOther Applications : - Medical Device Application Installation (Access to Applications) : HelpDesk GIO +33 (0)1 86 99 56 08- HR Applications (Workday, ChronoGestor, CCMX) : Open a ticket in MyHR (Request Chronogestor Access/Password Issue)- Finance Applications, contact ALSD : Finance Applications LOGGING CATEGORISATION:Business service: BHC - OPS - M3 Business management Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
adair, airliquide, alehos, alehos support, alehos support applicatif, applicatif, aux, bazonnard, bo, bo alehos, boldizsar, business, business objects, call, chronogestor, com, commerciaux, corp, crm, dinnosante, english, et, homes, infrastructure, infrastructure et materiel, marie-cecile, materiel, movex, neocase, objects, odigo, orkyn, sap, sap bo, sap business objects, software, support, support aux utilisateurs, tablette, tablette commerciaux, toth@am, utilisateurs, vdoc, vitalaire, who, who to call for sap bo
NaN
KB0026476
Yourway - Request Additional roles
English
boldizsar.toth@am.corp.airliquide.com
80
Maik GERHARDS
Uncategorized
Published
2025-07-30 10:08:27
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Yourway
NaN
NaN
NaN
29
2025-06-09 19:44:32
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:EU ENTITY:BIS HOME HEALTHCARE SYMPTOMS: A user from the entity BIS Home Healthcare needs admin rigths on their computer to be able to install/run certain applications. BEFORE YOU START: If further assistance is needed, consult the KB0012202 - Yourway - How to use the application STEPS: 0. Yourway default access rights and Cyberark client should be automatically deployed and provisioned to the user after the request is raised in My IT corner.1. If user did not make the request yet, please follow KB0048531 for requesting the installation of the CyberArk EPM Agent.Additional roles (to be requested in CARM): - For users who need to install non-whitelisted applications (eg. nurses, technicians): Privileged Access - For developers (ALHIST): Developer Access After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:Germany ENTITY:Bis Home Healthcare SYMPTOMS: User needs cockpit access for SAP. STEPS: Please take a screenshot about the error message, and send the ticket to BHC - VADE - SAP. LOGGING CATEGORISATION: Business service: BHC - VADE - ERP SAP Category: Application Subcategory: Access / Rights Assignment group: BHC - VADE - SAP TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Americas ENTITY:All SYMPTOMS: This article describes the steps to follow in case an end-user is reporting the following error when trying to access Oracle R12 NAM: Can't Connect Securely to This Page POSSIBLE CAUSES: The issue is due to a recent migration of Oracle R12 NAM. Following this migration, there is a specific set of TLS and SSL settings that need to apply on the computers that need to reach R12 NAM. BEFORE YOU START: In case your user is facing Java issues after the migration of R12 NAM, please check the newly updated steps of KB0042482 STEPS: 1. Search for 'Internet Options' from the main Windows Search field. 2. Click on the 'Advanced' tab, scroll down to the TLS and SSL options and set the options exactly as per the below:Turn off 'Use SSL 3.0'Turn on 'Use TLS 1.2' and turn off the rest of the TLS options3. Have the user test LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Computername Category: Application Subcategory: Support / Assistance Resolution Notes: Internet Options adjusted. ARTICLE TYPE: FCR TEAM: L1
airliquide, boldizsar, can, can't connect securely to this page, cannot open, cant, cant connect securely to this page, com, connect, corp, english, nam, open, oracle, oracle tls, page, r12, r12 can't connect, r12 can't connect securely to this page, r12 cant connect, r12 cant connect securely to this page, r12 nam, r12 ssl, r12 tls, securely, ssl, tls, toth@am
NaN
KB0013547
Network - cannot connect to internet (1 user only)
English
boldizsar.toth@am.corp.airliquide.com
3489
Maik GERHARDS
Network / Connectivity
Published
2025-09-29 14:48:04
5
GIO Service Desk
NaN
#########
4.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
3071
2025-04-28 17:27:54
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: A user has no network connection in the office or via Ivanti/VPN. The cable is plugged in but PC is not pingable. STEPS: 1. Please check first the Zscaler status Zscaler Make sure user is login to Zscaler Zscaler App - website is not accessible due to permission error (GLOBAL) KB0018978 ZSCALER - ZScaler requires OKTA login to connect (GLOBAL) KB0034487 Verify Zscaler Services and Policy settings Ivanti - No Internet when Ivanti Connected Succesfully (GLOBAL) KB0020392 2. Please check Cortex status If Cortex is not installed / enabled, follow KB0039388 - CORTEX - protection is disabled (GLOBAL) 3. Verify it is not a DNS issue If the issue is on Private Network, please proceed with following KB0012275 4. Reach out to L1.5 If the issue cannot be triangled, please open an incident ticket with all the circumstancial information, troubleshooting steps and contact GIO-EUS-SD-EUROPE-L1.5. LOGGING CATEGORISATION: Template to be used: GLOBAL - Network connection- 1 user Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Network Subcategory: No Internet / Intranet Access Resolution Notes: Checked Zscaler and released and renewed user's IP address. Afterwards, the use was able to access the network again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
1 user has no internet connection, access, airliquide, boldizsar, cable, cable issue, com, connect, connection, corp, desktop, does, english, gerhards, has, internet, issues, maik, network, network cable does not work, network issue issues, no, no internet on desktop, no network, no network for singe user only, not, one, one user pas d'access internet, only, only 1 user, pas, singe, toth@am, wifi, work
NaN
KB0015441
Chrome OS Device - Install a local printer
English
boldizsar.toth@am.corp.airliquide.com
58
Matthew WIDELL
Printing / Devices
Published
2025-07-29 19:49:51
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Chrome OS
NaN
NaN
NaN
16
2025-07-14 17:28:09
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to install a local printer on Chrome OS STEPS: We can add printers by IP address manually the following way: 1. Click on the bottom right icon with the network symbol and the clock. Click on the gear (Settings) 2. Scroll down to the bottom of the page and extend Advanced Settings 3. Inside the Advanced settings, open Printers. 4. Click on the button Add printer. 5. Fill in the popup window. 6. Fill in the next popup as well. Printer is now installed on the Chrome OS. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal PrinterModel/brand of the target printer: According to the case In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Chrome OS Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.
airliquide, boldizsar, chrome, chromebook, chromebox, com, corp, device, english, hardware, install, local, local printer, local printer on chrome os, localprinter, matthew, os, printer, toth@am, widell
NaN
KB0022698
GIDEONS - Unable to access Smart HT with Employee Number
English
boldizsar.toth@am.corp.airliquide.com
19
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-07-30 5:52:45
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
7
2025-07-28 21:36:03
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User is trying to use the Smart HT for the first time and needed to insert Employee number (6 digits number) but cannot go further as below. User already have the sufficient access in GIDEONS POSSIBLE CAUSES: User Employee number is not registered in WIP_HT_PERMISSION master database BEFORE YOU START: Please check if user have the valid Employee ID and access to GIDEONS. STEPS: Download/Duplicate below spreadsheet file WIP_HT_PERMISSION_new_record 2. Please change the B column of the WIP_HT_PERMISSION sheet to the requester's employee number You can click CTRL+H to use the Find and Replace function. Make sure to select Search: This Sheet just to change the value for the sheet you are working on. Click Replace all to change all the cells in B column 3. request to add data to the GIDEONS WIP_HT_PERMISSION table by GIDEONS catalog request. Attach the request ticket with the spreadsheet file https://docs.google.com/document/d/1GMKuhXxz8z6sjYZXJVn1C1m0Mzt2S4pwFvOuiyyMCFk/edit?usp=sharing LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: Service desk will assist the user to update the WIP HT employee TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User doesn't see work related applications or he doesn't know how to use iOS device after enrollment. POSSIBLE CAUSES: After enrollment there is no big change on the iOS devices. User can use the normal applications just has to switch account. This is not an issue but a normal behavior. STEPS: NOTE: after well enrolling the phone: no separated Work folder, no new apps installed!BUT: User can open the normal Google applications (e.g.: DRIVE) and switch account --> After enrollment he/she will be able to select the AL account! For example: TO USE THE DRIVE: Open the application Tap on to the personal account Switch to the AL account TO INSTALL NEW APPS: There is no new Appstore! User needs to open the Intelligent HUB Application and go to Mobile Apps > > 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile Device Enrollment Assistance Request details: Enrollment type: Mixed UsageOS Type: iOSReason: Enrollment In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrolment Resolution Notes: Mobile Device Enrollment Assistance form submitted.
admin, admin console, air, airliquide, airwatch, apps, bachelerie, boldizsar, cannot enroll, com, console, corp, doesn, english, enroll, enrollment, enrollment failure, enrolment, failed, failed to enroll, failure, hub, intelligent, intelligent hub, ios, jerome, liquide, mdm, mobile, mobile phone, mobile shield, no, no workprofile on ios, one, phone, profile, shield, smart, smart phone, the air liquide apps, toth@am, user doesn't see the work profile, using, work, workprofile, workspace, workspace one
NaN
KB0039563
Isabel - banking software installation
English
boldizsar.toth@am.corp.airliquide.com
19
Maik GERHARDS
Uncategorized
Published
2025-07-28 21:35:14
4
GIO Service Desk
NaN
#########
NaN
Local Business Solution
NaN
NaN
NaN
2
2025-07-28 21:34:56
#########
INC1182687
BEU-CROSS DOMAIN
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is calling because he needs assistance to install Isabel - banking software. BEFORE YOU START: User must have received a smartcard reader, and card from Isabel. User must have followed every step as described by the letter they received. (changing of pincode for the card etc) STEPS: 1. Search for 'Computer Management' from the Start Menu in your Citrix as different user and use your ADM account to open the app 2. On the left hand panel, right click on the 'Computer Management' option and choose "connect to another PC" and enter hostname of target device. 3. select groups> administrators, and add user account. (The user now has local admin rights. This will be removed by group policy in some time.) (Alternatively, you can connect to the user's computer and you can add the user in the 'administrators' group on the computer itself, no need to do it through Citrix). 4. Let the user connect to a Non- AL network (They can use hotspot via phone) Please note: this is necessary, because the network addresses needed for activating the card are blocked by the AL network. User can check this by running the connectivity test, via the Isabel configuration screen. this part is installed as part of the security components 5. Connect via VNC Cloud to the device as described in KB0022243 6. Install Isabel Security components via https://www.isabel.eu/en/multibanking/support/downloadzone.html/ 7. Install Isabel Chrome extension when requested. 8. Test with user is they can login in Isabel. If you run into issues where user gets the error: Certificate not able to install, or communication error: Check if the card is activated via http://www.isabel.eu/startpin 9. Finish up with removing the local administrator rights via MMC. If you run into issues, follow KB0049551. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Hostname of pc Category: Application Subcategory: Installation / Deployment Resolution Notes: Isabel - banking software was installed. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: Users need assistance changing their location or role on their Servitrax account. BEFORE YOU START: For all steps and processes below, first log in Servitrax using the helpdesk shared account and open User Administration: Left hand side panel: search parameters to locate users by login name, first or last name. First and last name fields are case-sensitive. User accounts are usually setup with first letter capitalized in first name and last name. The * wildcard character is allowed. Press Search to execute the search. The matching records appear on the right hand side. Double click on a result to display the details, used in the rest of the steps. Details screen (has Details, Authentication and Roles tabs): STEPS: Change User Location Find it in the Details TabClick on the Plant search buttonUse any field to searchFor partial values use * or %Double click on the result to fill the Plant field Change User Role User must submit a request through the Application Approval Management (AMS) form specifying the new role Once the AMS Form was received as approved, Level 1.5 / Access Management will make the changes LOGGING CATEGORISATION: Ticket template to be used: AME - Servitrax - Account Creation Business service: ALZ - Remote Asset Configuration item: ServiTrax (Canada) - Production Category: Application Subcategory: Account and Password Assignment group: BAM-APP-L1-SERVITRAX Resolution Notes: Changed user´s location on Servitrax. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1 Escalation Process/On Call Listing Servitrax (ALC) - L1 team Assignment Group: BAM-APP-L1-SERVITRAX Pierre Rzekiecki Ph: 514-846-7783 Pierre.Rzekiecki@airliquide.com Alizent Team L2, L3 team Assignment Group: ALZ-AME-GCS-Returnable Assets-L2 L2 Team am-alizent-support-servitrax@airliquide.com L3 Team: wwalizent-servitrax-product-team@airliquide.com Julian Regy julian.regy@alizent.com Ph: 514-833-0863
Gideons Crystal Report Error occurred when launching Crystal Report
English
boldizsar.toth@am.corp.airliquide.com
443
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-30 5:52:42
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
294
2025-04-23 20:05:31
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User is reporting issue on the report server Error Message: English: Error occurred when connecting to report server. Japanese: ?????????????????? BEFORE YOU START: Check in Control Panel if both SAP for 32-bit and 64-bit are installed. SAP Crystal Reports runtime engine for .NET Flamework (32-bit) SAP Crystal Reports runtime engine for .NET Flamework (64-bit) Both are needed to be able to launch Crystal Report. Refer KB0020587 for how to install. STEPS: Download ALReports.WinUI.exe.config file here. Copy the downloaded file and replace the file in C:\ReportClient_oracle folder. Try again. If other error appear, proceed to the next steps. If still getting error, follow below step. Run below file. \\jp-fstk2\IT-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONS??????\CrystalReport_setup.bat *Select Remove All if there are any selection windows showing. Delete ReportClient_oracle folder under C drive.Run below files \\jp-fstk2\IT-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONS??????\ForKitSp\Choice\03_ReportClient_oracle2.2.0.0-setup\\jp-fstk2\IT-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONS??????\ForKitSp\Choice\04_Oracle_Report_SrcChgDownload ALReports.WinUI.exe.config file here. Copy the downloaded file and replace the file in C:\ReportClient_oracle folder. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Google Group - How to request the deletion of the Google Group in Carm
English
boldizsar.toth@am.corp.airliquide.com
184
Vincent CAO
Uncategorized
Published
2025-07-30 6:11:54
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
91
2025-05-01 19:33:22
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User calls she/he would like to delete Google Group. STEPS: 1. Redirect user to CARM 2. Click My Kite Groups and Folders 3. Click My Kite Groups 4. Select the related group and click "Request deletion of selected Kite groups" 5. Submit 6. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM - Google Groups In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
airliquide, boldizsar, cao, carm, com, corp, delete, deletion, english, google, group, how, how to delete google group, kite, request, request of the deletion of kite group, toth@am, vincent
NaN
KB0010155
LiveLink - Requests
English
boldizsar.toth@am.corp.airliquide.com
21
Elena TORTORICI
Uncategorized
Published
2025-07-29 18:13:13
6
GIO Service Desk
NaN
#########
NaN
Customers portals & ecommerce
NaN
NaN
NaN
3
2025-02-18 20:10:01
#########
NaN
BEU-CSM-DIGITAL-PRODUCTS
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article describes how to proceed if an end-user would like to request access or the creation of a Shared Environment within the LiveLink application. BEFORE YOU START: Once a LiveLink account is created, it uses the same login credentials as the Windows NT (AD) account. For functional issues with the application, please refer to this article: KB0049860 - LiveLink - Functional Issues STEPS: Account creation/New User request: Advise user to go to http://km.eu.corp.airliquide.com/inscription/ Shared environment creation request: Inform user to fill out the form: http://km.eu.corp.airliquide.com:81/livelink/?func=ll.login&username=Anonymous&password=anonymous&nextURL=/livelink/?func=doc.Fetch%26nodeid=1459871 LOGGING CATEGORISATION: Business service: Customers portals & ecommerce Situation: Account issues [Incident] Resolution Notes: Guided user to the needed request. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling regarding a Google Meet related issue/bug. BEFORE YOU START: This article is intended for Help Desk L1 or to skilled end users, it includes the basic troubleshooting steps and the information to collect to correctly categorize most Google Meet issues. The majority of cases will be resolved before reaching the STEP 3, if the issue is not resolved by then, STEP 4 provides instructions to obtain logs and meaningful troubleshooting information to identify the root cause. Recommendations before gathering the troubleshooting information: For faster resolution time, please provide accurate answers, files, URLs and screenshots. Please remember: 1. Make sure the OS and Browser are fully updated. 2. Check the CPU utilization - in case it is high, it affects the network utilization too 3. All troubleshooting information MUST be collected from an Incognito window. 4. Screenshots and screencasts should be full screen, so we can check OS, date, time and environment. 5. For easier communication with the support team, it is suggested to change the interface to English https://support.google.com/accounts/answer/32047 before collecting the troubleshooting information. STEPS: 1. Describe the Issue Provide a description of the issue, such as echo, poor video quality, connection issue etc. Gather screenshots of related settings and troubleshooting information as described below I am dropped (disconnected) from a meeting.Users can be dropped from meetings due to: An unstable network that caused the connection to be dropped. For help, see Wi-Fi best practices. https://support.google.com/a/answer/1279090#WifiSomeone removed the participant from the meeting. The removed participant will see the message Someone has removed you from the meeting. To add them back, see Add or remove people from a Google Meet video meeting https://support.google.com/meet/answer/7290043#during I have no audio Make sure that the microphone or speaker is not muted. If the Audio buble next to the person's profile image is not moving, Meet is not receiving audio from that user. If a user is muted, you'll see Mute on "" next to their profile image.Make sure the microphone or speaker is not muted on their device, such as in the system settings or through a mute button.Check that the correct microphone and speaker are selected in the Meet settings. If a wireless headset is selected as a peripheral but is not used during a meeting, it can give the impression that audio is not working.Check that the speaker volume is not muted. Do you hear anything when More "" next to the participant's image is moving?On computers using Apple macOS Mojave version 10.14 or later, you must allow Chrome Browser and Mozilla Firefox to access your computer's microphone using the new privacy settings. Otherwise, Meet will not include audio from your device. I have poor video quality Poor video quality can be due to network issues or insufficient lighting in the room. To identify the problem: Make sure that the sender and receiver devices have enough CPU power and memory.Narrow down the issue as much as possible, such as to a location or network segment.Identify if the issue is on the sender or receiver side. For example, if all viewers are receiving poor video quality from the same participant, it's likely to be a sender-side issue. Reduce bandwidth usage by setting a lower quality default for video. I can't use the blur/background feature This feature is available for devices that meet the minimum technical requirements. In case you cant see the background or blur option in Google Meet, you may not meet the following requirements: A browser version that supports Change background:Chrome version M97 or above on Windows, Mac or Linux. Learn how to check your browser version. https://support.google.com/chrome/answer/95414 Chrome with Hardware acceleration turned on.A Browser that supports WebGL 2.0. A 64-bit operating system. You can find more details about on this article of Google Support Center https://support.google.com/meet/answer/10058482 2. Isolate the issue a) Note the email addresses of the affected participants. b) Call ID (Meet Url) of the affected call c) Check details about operating system and browser version: Please access here https://toolbox.googleapps.com/apps/browserinfo/ and attach screenshots of the upper and lower section of Browser info tool. Make sure is using supported and updated browser https://support.google.com/meet/answer/7317473#meet_browsers Google recommends using the current version of Chrome Browser. Mozilla Firefox. Microsoft Edge or Apple Safari. If the browser is not running the latest version https://chromereleases.googleblog.com/ it must be updated by Help Desk before continuing troubleshooting. Make sure Google hosts are resolving at https://toolbox.googleapps.com/apps/browserinfo/ if not this has to be resolved by the network administrator. The minimum network requirements for best experience when using Google Meet are explained at. https://support.google.com/a/answer/1279090 3. Check if it is a known issue with Google meet at https://support.google.com/meet/answer/7290456 4. Submit feedback and Collect Logs and Screencast a) Gather screencast and HAR file while reproducing the issue on a Chrome incognito window. Open a new Chrome incognito Window and make sure you are logged only with your work account.Reproduce the issueGather screencasts https://toolbox.googleapps.com/apps/screen_recorder/ while reproducing the issue. Please Full screen must be recorded, so we can check OS, date, time and context.Record HAR file while reproducing: Chrome - How to create .har file (GLOBAL) KB0012284 ** If the issue doesnt reproduce in incognito, then cleaning cache and cookies and checking for conflicting extensions might help. https://support.google.com/chrome_webstore/answer/6029416 b) Access and save client logs 1. Restart Chrome Browser and reproduce the issue. 2. Retrieve the Chrome native logs: Open a new Chrome Browser tab.In the address bar, enter chrome://webrtc-logs. 3. Download the logs that match the date and time of the problematic call. Tip: To download the logs, right-click the link and click save link as, or open link in a new tab. c) Submit a feedback to Google after reproducing the issue as explained at https://support.google.com/meet/answer/7291340 This will submit system logs to Google, that user will be able to gather after as follows. Allow 10 minutes for the feedback to propagate and then visit the following url from the same user that sent the feedback. https://www.google.com/tools/feedback/reports?hl=en collect all related info including logs files if any and attach it to the Ticket. When theres an issue, ask users to submit feedback while theyre still in the video meeting. Tell them to use the button at the lower left of the Meet hardware screen. If theyve left the meeting, ask users to submit feedback from the Meet hardware Home screen. Related Google Help Center Articles: Fix live stream issues https://support.google.com/meet/answer/7380413How to troubleshoot Meet: Before contacting support https://support.google.com/a/answer/7322168 Troubleshoot Meet Hardware https://support.google.com/a/answer/7322579 ** Developer tools (needed to record har files) are whitelisted for all users. If you get an error when installing the extension or opening Developer tools. Pending whitelisting confirmation for Windows Groups Policies. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group: GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User send print job but is immediately deleted from local spooler User can see print job at local spooler but not on Canon Device Secure Print InterfaceUser can select print job(s) on the secure print list, but nothing is being printed out BEFORE YOU START: Please check whether you have the correct configurationOn users PC, open Printer Queue Make sure that User Printer Offline is uncheck, as user wont be able to print if this enable STEPS: Solution 1: 1.Please check that your Smart client connected to the correct group and Username is accurate. If username is your machine name, then it is incorrect [Search Uniflow > About] 2.Click Re-register and do a test printing again If KO, please continue with below additional steps: Restart printer spooler 3. Open CMD as Admin > type command "net stop spooler", then type command "net start spooler" 4. Go to Windows setting > Printers & Scanners > Chose "uniFLOW Online" > chose "Run the troubleshooter" Do another test print to check the result. Solution 2: Please check that you are connected to only ONE network source; either LAN or WIFI to the corporate network Note: Connection to both LAN and WIFI will cause user not able to print documents Solution 3: Make sure the Smart Client is started Check if DNS resolution of users machine or server is working properly using nslookup command Solution 4: Remote in to user pc and perform this: ipconfig /flushdns and then ipconfig /registerdns "in Admin mode of CMD console Solution 5: Open Services via Admin console, stop/restart printer spooler Note: Make sure that Cortex is enabled. After thorough checks were made but the issue persists. Please do the following steps: Assist user to do a ping test to all the three uniflow servers ping as-sg-ufmgt1 -t ping as-sg-ufmgt2 -t ping as-sg-ufmgt3 -t Let it run for a good 20 seconds and capture a screenshot of the ping result A good connection will reflect continuous ping, but a bad connection will reflect request timed out in between of the ping result. Just take note carefully of that If nothing else works and you would like to send the ticket to the MPS team, please gather the Diagnostic File from the Uniflow SmartClient: Double click on the icon in the task barClick on Diagnostic buttonAttach the zip file to the ticket LOGGING CATEGORISATION: Template to be used: GLOBAL - MPS Printer - Configuration/Issue Business service: GIO - EUS - MPS Configuration item: printer name Category: Devices Subcategory: Printers Assignment group (if not L1): GIO-EUS-GOPS-CWS-MPS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL except Airgas BEFORE YOU START: INTELEX is the solution to report IMS concerns in Air Liquide. Intelex is a software platform designed to help Air Liquide manage and improve their Environmental, Health, Safety, Quality (EHSQ) and Sustainability programs. It offers solutions for compliance tracking, incident reporting, risk management, auditing and Training and Qualification, helping businesses streamline operations, enhance safety and reduce risks. Air Liquide has implemented the 5 Intelex following products: Training and Qualification owned by HRSafety Management Global Solution owned by SISMaster Data Management (Sites & Facilities) owned by SISQuality owned by WBL ElectronicsIndustrial Report and Sustanaibility owned by GID Please note that for the Americas the following article needs to be followed: KB0056744 - INTELEX Americas - Training Management STEPS: Global steps:if user has a question/problem regarding Intelex training & qualification, kindly redirect user to MyHR to make a specific request: https://airliquide.service-now.com/esc?id=al_sc_cat_item&sys_id=b1609c581b98c29496c763d3b24bcbf7 AME steps: Please create an Incident and assign it as per the LOGGING CATEGORIZATION of this article. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: MyHRExplanation: guided user to MyHR to open a request In case of AME ticket or blank ESS Incident submitted by the user: Business service: GIP - Training & Qualification Category: Application Subcategory: Support/Assistance Configuration item: Group Intelex Platform - PROD Assignment group (if not L1): GIP-SUPPORT
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: MVS / SCADA.control support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. SCADA.Control application has been developed by ALIZENT to give operators the ability to send remote commands to the plants, by using SCADA infrastructure already in place Remote control is performed by operators connecting to SCADA.Control web page. The command is then sent through a MVS (Manipulated Value by Scada) A MVS can be: analog: to send a setpoint to the DCSboolean: to send, for example, a start/stop command to the DCS Remote commands transit through the SCADA infrastructure and are sent to the DCS through OPC protocol Several levels of security have been setup on the entire chain (IT security and industrial security) Applicability: LI SIO Center in EU, AMEI, AME & APAC Website link: EU : https://scadaportal.eu.corp.airliquide.com/control/#!/ APAC : https://scadaportal-asia.as.corp.airliquide.com/control/#!/ In order to have access to MVS, the users have to create an ADHOC and request access to certain regions/countries. Then, ALZ L2 support will add permissions to their SCADA Web account through the SCADA.Toolbox STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, Assess the priority using below matrix 4. Assign the ticket to the hub support group: EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AME-GCS-Production Asset L2 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: MVS is a feature of SCADA, all the tickets must be log using SCADA Local CI. SCADA - Country - Plant Name - PROD Examples: SCADA - FR - Feyzin - PROD SCADA - SG - LI Soxal J9 - PROD SCADA - CN- IM Lianyungang - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AME-GCS-Production Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Bitlocker - Error when encrypting a drive in Windows 11
English
boldizsar.toth@am.corp.airliquide.com
56
Maik GERHARDS
Windows - Storage / Performance
Published
2025-09-29 12:51:51
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
5
2025-08-06 15:22:05
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The below error is coming up when trying to encrypt hard drive in Windows 11 POSSIBLE CAUSES: Using Windows 11, It is no longer possible to encrypt a device while not being connected to the domain. This is done to ensure the recovery information is correctly uploaded. STEPS: Connect the PC to the company network either using VPN or LAN/WIFI in the office and retry the encryption process. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user's pc Category: Security Subcategory: Bug/Defect Resolution Notes: Advised user to connect the computer to the Air Liquide network, assisted with starting the encryption of the drive. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL (except Germany) SYMPTOMS: If user called regarding GEMINI issue or request for access. BEFORE YOU START: Germany users do not have access to Gemini until the 10th of June 2025. (Except E&C users). Even on the 10th of June, if the access is not granted yet, they need to wait, as the deployment of Gemini does not happen from one day to the other, it might take a couple of days.Please inform them and close the ticket with the below logging categorization. Some Germany-located users have already received an email about Gemini usage, but it is still not active, so ask them to wait until the 10th of June. Chinese, Taiwan, Hong Kong users cannot access Gemini even if the service is allowed as per Country limitation: Use Singapore VPN IP. Please inform them and close the ticket with the below logging categorization. COE IT team is not allowed to access to Gemini either. External contractor users (-SC) need to submit a MyItCorner request EXCEPTION: Subcontractor users from Canada and USA are still not allowed to access Gemini until further notice. VIE users (internal but without Workday ID) need to contact HR about the Gemini licenses due to the expected lack of access to the request in MY IT Corner. This means do not escalate cases for VIE users who cannot open the request link as expected. In order to check if the user is VIE, you need to look at the user profile in contacts.google.com. The VIE name will appear in brackets next to the user's job title. GEMINI's full capability only working in ENGLISH, for other languages Gemini's help is more limited. Ref https://support.google.com/a/answer/14700766 . Gemini is only used for End-User accounts and not for delegated accounts. For technical questions not related to access, you can provide the link to the following forum so that the user can post their question there:https://pulse.airliquide.com/sites/the-digital-workplace-community/SitePageModern/149048/the-digital-workplace-community?channelId=151029 The trainings themselves are in HR scope. In case the user did not receive the email about it, you can guide the user to MyHR to submit a ticket there. STEPS:In order for internal users of Air Liquide to access Gemini, they need to complete a 30-minute mandatory training, the link to the training is available in an email that was sent out to end-users, you can assist the user to look for this email in their inbox by using the search term ´Gemini. The subject of the email will likely contain the following: Your access to Gemini for Workspace In case of assignment to google team, always attach the proof if training is completed The screenshot must contain the username as shown in the example below; otherwise, the L2 team will reject the ticket! Request for subcontractors: Inform the user that GEMINI is now available through a request in myITcorner, follow this link NOTE: user needs to watch the vide and acknowledge the conditions In case you assign the ticket to GIO-EUS-GOPS-DWP-L2, screenshots are mandatory. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assitance In case of issue, where reassignment needed: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Availability and Performance Issue Assignment Group: L1 or GIO-EUS-GOPS-DWP-L2
SAP - Add jobs to SAP account in CARM or My IT Corner
English
boldizsar.toth@am.corp.airliquide.com
230
Vincent CAO
Uncategorized
Published
2025-07-30 11:08:46
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
369
2025-05-12 19:41:04
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to get the jobs added to a certain SAP account. STEPS: Guide user to go to CARM. Under the label of My access choose the needed account by clicking on its name After clicking on the account you're going to get the details about the account: Under Manage SAP Jobs click "Add a new job" and you can add new jobs by searching with a code or part of code (28*) You can add the selected job by clicking on it, thus it is going to raise a request automatically.It takes a few days (about 5) to get the approval.It is going to be presented in the list.There is a maximum of 10 jobs to add in CARM. To add jobs, user has to raise a request using MY IT CORNER by searching for the item "SAP based applications" to request the needed jobs and assign request to Authoristaion Team. *NOTE: not to all SAP accounts is possible to add job via CARM, in that case you have to direct user to My IT Corner SAP account modification request After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related line or CARMExplanation: Guidance to MyITCorner or CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk or GIO - SEC - CARM Application Provisioning Configuration item: MyITCorner - PROD or CARM IGI - PROD Category: Application Subcategory: Installation / Deployment Resolution Notes: Show where to go request submitted.
Philips Respironics - App installation in Argentina
English
boldizsar.toth@am.corp.airliquide.com
3
NaN
Uncategorized
Published
2025-08-28 19:43:13
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
0
2025-08-28 19:42:47
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NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Argentina ENTITY:All SYMPTOMS: This article describes the steps needed to install applications by Philips Respironics (CPAP etc.) in Argentina. BEFORE YOU START: Philips Respironics is a division of Philips spezializing in respiratory care. AL users might need applications from Philips Respironics installed on their computer in order to use them with the respiratory equipment provided by Philips. IT does not have the sources for the installation of the Philips Respironics applications, the user needs to have it ready before we can proceed with the installation. If the user does not have the installation files, ask them to gather the files from a colleague who has it installed already or ask their supervisor about the files. The installation of the apps requires the SD to grant admin rights to the user on their PC (process described in the steps). Please note that the admin rights will be automatically revoked by the computer after the installation, there is no need to remove them manually after installing the app. No installation request needs to be submitted for this application. STEPS: How to grant local admin rights to the user: The installation of Philips Respironics apps requires the user to be set as administrator on the computer, here are the steps to set the user as administrator: 1. Connect to the user's PC and open the main Search Field in Windows, then type: compmgmt.msc 2. Run Computer Management as administrator 3. Select the 'Local Users and Groups (Usuarios y grupos locales)' option. 4. Select the 'Groups (Grupos)' and then 'Administrators (Administradores)' 5. Search for the user by their username or email address, then hit 'Ok (Aceptar)'. 6. Hit 'OK (Aceptar)'. Now the user is set as administrator. 7. Now have the user sign out of their session and sign back in. How to install the application: 1. Now that the user has admin rights in the session, ask the user to execute the installer of the application as administrator. This time they will not need to enter with their credentials in the admin prompt, they will only need to click on 'Yes'. 2. Click 'Next' in the installation wizard windows until you reach the last window, here click on 'Finish'. 3. Ask the user to test the application in question. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: Monnal application installed. ARTICLE TYPE: FCR TEAM: L1
TCS Cloud Services - AWS (Amazon Web Services) Support
English
boldizsar.toth@am.corp.airliquide.com
285
Bob MOORE-SC
Uncategorized
Published
2025-05-26 20:50:12
4
GIO Service Desk
NaN
#########
5.00
GIO-CS-AMER-AWS Managed Account
NaN
NaN
NaN
114
2025-05-26 20:50:03
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NaN
GIO-CS-SD-CLOUDAWS-L2
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article describes how to proceed if an end-user requires support for servers in AWS (Amazon Web Services) environment. BEFORE YOU START: Other KBs. STEPS: If an end-user requires support for servers in AWS (Amazon Web Services) environment, create a ticket based on below categorization and send it to the indicated Assignment Group. LOGGING CATEGORISATION: Business service: GIO-CS-AWS Managed Category: Network Subcategory: Bug / Defect Assignment group: GIO-CS-SD-CLOUDAWS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
access, airliquide, amazon, amer, app, application, aws, bob, boldizsar, center, cloud, com, command, corp, cs, database, db, english, gio, issues, moore-sc, request, security, server, services, software, sql, sqldb, support, svcs, tcs, tcs cloud server svcs support app application command center amer gio cs amer amazon aws web services security database db sql sqldb tcs cloud services cloud support server access issues request, toth@am, web
NaN
KB0042822
Levin portal - Access request
English
boldizsar.toth@am.corp.airliquide.com
28
Juan Pablo DE LUNGARO
Uncategorized
Published
2025-10-06 20:43:41
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Local Support - AME
NaN
NaN
NaN
6
2025-10-06 20:42:05
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NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY:Argentina ENTITY:BIS AMER SYMPTOMS: User needs to get access to Levin Portal BEFORE YOU START: Levin is considered a Local Business Application Link to access: http://sa-ar-intranet/LevinAssets/Login.aspx?ReturnUrl=%2fLEVINASSETS%2f Levin can only be opened in Microsoft Edge with IExplorer mode. STEPS: 1.- Advise user that they must contact their manager to request for access, which is provided through the same application. 2.- In case user is reporting any issue with the application, advise to contact their support team by email: soporteonline@levinglobal.com 3.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to manager/application support In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: User calling for that he needs new/update functionalities in Navision STEPS: send an Incident to Navision team LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAMEI - Navision - Account and Finance Configuration item: Navision 2016 - MEA - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAMEI-HUB-NAVISION-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY:Argentina ENTITY:BIS AMERICAS SYMPTOMS: User is reporting that the site Collab is not loading ONLY SPECIFIC ISSUE AS SHOWN IN SCREENSHOT BELOW BEFORE YOU START: This KB applies to individual user issues only, if many/all users are reporting the same issue, follow: KB0051899 - Collab - Handling Outages STEPS: 1.- Kindly inform user that this particular issue gets solved by resetting his/her session by accessing to the admin console of Collab and click in the 'reset' option. This can be done by the supervisor of the user 2.- It is not necessary to submit a ticket with the provider. 3.- Close your ticket as informative 4.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to supervisor. In case of blank ESS Incident submitted by the user: Business service: GIO-NET-Office Telephony Category: Application Subcategory: Bug / Defect Resolution Notes: Show where to go form submitted
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: This articles describes what to do if an end-user from Canada has general questions on how to use their desk phone. STEPS: STEP1: Log all relevant details, include Location and Phone Model STEP2: Check Quick User Guide if users concern is listed For Montreal, Boucherville and Anjou - Polycom VVX 500 Business Media Phone: Quick User Guide For Vanier - Polycom VVX 400 and VVX 410 Business Media Phone, - User Quick Reference Guide: EnglishFrench - Quick User Guide EnglishFrench STEP3: If the user's location is one of the above ones, send the documentation to the user and close the ticket, in case the site is not listed above, assign the ticket to the below Assignment Group. LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): GIO-NET-LEGACY-TELE-NAM Resolution Notes: Provided needed guide to the user. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
BEFORE YOU START: This KB aims to describe how to pair Chromebooks with Android phones. STEPS: Android phones can be paired with Chromebooks which gives users quick controls, notification forwarding, access to recent activities, and synchronization with the Chromebook phone SMS messaging app. The Phone Hub appears as a new icon next to the status tray. Connect your Android phone to your Chromebook Send and receive SMS messages on your Chromebook * Smart Lock using your Android phone is currently not supported on Air Liquide Chromebooks. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only - Chrome OS Configuration item: Hostname of the Chrome OS Device Situation: How-To/Question [Ad Hoc Request]
XEROX - Xerox Technician Calls for Assistance [EU]
English
boldizsar.toth@eu.corp.airliquide.com
0
Boldizsar TOTH-SC
Uncategorized
Published
2025-07-29 2:02:53
9
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
2
2021-03-01 17:39:12
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GIO-EUS-GOPS-CWS-MPS-L3
SYMPTOMS: Xerox technician calls the Helpdesk asking for assistance with printer configuration after they have reconfigured/reset a printer on an Air Liquide site. Most frequent questions: What is the admin password for the printer Cirrato Follow Print option is missing from printer menu, who needs to configure it STEPS: Advise the technician IN ALL CASES to get in contact with Xerox Support as Xerox is responsible for the configuration of the printers.Sidenote: Xerox uses subcontractors for their field services, the technician that is dispatched on a site is not always up-to-date on how to proceed with the configuration. LOGGING CATEGORISATION: Business service: GIO - EUS - MANAGED PRINTING SERVICES Configuration item: Printer name Situation: Bug/Defect User Impact: 3-One user User Urgency: 3-Low impact on work environment Assignment group: GIO-EUS-SD-EUROPE-L1
BEFORE YOU START: This KB aims to describes new features that have been made available within Chrome OS version 90 (some of them are already available since version 89) Search Open Tabs: Users can use the new button in the tab row to search for specific tabs open in any window. Scanner support Chrome OS now provides a new tool for scanning documents which will automatically detect compatible USB and network scanners. The Scanner app can be found in the Launcher. QR code scanning The Chrome OS Camera app can now read QR codes. Enhanced screen capture The screen capture tool has been made easier to use. Users can now start a screen capture using a button in the status tray Quick Settings menu in addition to using the key-combination (Shift + Ctrl + Show windows). Screen captures of areas can be adjusted multiple times before saving the image. The screen capture tool also can now record video! Chromebook - Take a screenshot or record your screen Virtual desk improvements Managing desks is now easier. Chrome browser and app windows will now be restored to their original desks after a reboot. Additionally, users can right-click on an app’s titlebar to quickly assign a window to another or even multiple desks. Chromebook - Set up and manage multiple desktops with desks Global media controls When a website or app is playing media the playback controls will appear in the status tray Quick Settings menu. The controls can be pinned to the shelf to allow you quick access. Clicking on the media icon will switch you back to the app that is playing the media. Recent files “Tote” A new shelf icon next to the status tray can be clicked to show a workspace that lists the users’ important files, screenshots, and downloads. Users can also pin files to the list using the Files app. For those wanting a less cluttered screen, users can right-click on the Tote icon to turn off previews. Clipboard history Pressing the Search+V keys will display a list of the user’s five most recently copied text, images, and files. Users can select an item from the list to paste it, or hover over an item and click the ?? button to delete it from their clipboard history. Sensitive information such as financial IDs and passwords should not be saved in the clipboard history. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only - Chrome OS Configuration item: Hostname of the Chrome OS Device Situation: How-To/Question [Ad Hoc Request]
Account Management for Airview, Encore Anywhere, Prismacloud and Sefam Connect
English
boldizsar.toth@eu.corp.airliquide.com
1
Boldizsar TOTH-SC
Uncategorized
Published
2025-07-28 16:45:58
6
IT Knowledge
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2021-04-13 8:23:49
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GIO-EUS-GOPS-USER-DEVICES-L3
SYMPTOMS: A user contacts the Helpdesk asking help with laccessing one of the following applications: - Airview - Encore Anywhere - Prismacloud - Sefam Connect Users might want to have their dedicated account unlocked or their dedicated password reset, in case of Airview they might have questions about getting the necessary license for the application. STEPS: User should be redirected to contact their 'RTR' person who is responsible for the management of their account. If the user does not know who their 'RTR' is, they need to contact either Eric Miani or Eric Marguerettaz who will be able to assist the user. LOGGING CATEGORIZATION: Use the template: 0_EU[HOMECARE] Medical Apps
BEFORE YOU START: This KB aims to describe how to manage the different desktop notifications on Chrome OS. STEPS: Notifications for some Google services have been enabled by default. Users will now automatically get a notification when they receive a Gmail or Chat message, have a calendar event, or when a Drive document task is assigned to them The different notifications can be managed based on the following guides: Gmail - Change email notifications Google Chat - Turn notifications on or off Google Calendar - Modify notifications Google Drive - Get notifications LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only - Chrome OS Configuration item: Hostname of the Chrome OS Device Situation: How-To/Question [Ad Hoc Request]
MIR INC0805673 - APAC - Gideons seems to be down for ANZ- all users are impacted (September 9th, 202
English
brian.ng@as.corp.airliquide.com
0
Navin GNANARATNAM
Uncategorized
Published
2023-04-05 12:13:59
11
Major Incident Reports
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BAP - HUB - GIDEONS
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2021-09-10 8:18:15
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GIO-CS-APAC-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Gideon is not available in all APAC sites INC0805673 - 10 September 2021 Timezone : SGT Total outage duration : 5 Hours 46 Minutes Executive Summary Classification : Major business apps outage On September 10th, 2021 at 06:34 am SGT users from New Zealand reported an incident, affecting Gideon related application and module users. The incident was later identified to have impacted all APAC users. Users were not able to login into any of the Gideon applications and it was identified by the GIO team that the network adapter was not working in the Gideons database server. Impacted applications were Gideons, GTS, MyGas Internal, MyGas External, Blac and OBC. Impacted modules were CMS ,CSS, ARS, SYS, WIP, LTCBS, OSS, Gideons Reports, Gideons Interfaces to other Application, Project AL, BLAC, GTS, OBC, Healthcare, AL security, MyGas Internal, MyGas External, BAR+ and CIS At 11.00 am SGT GIO team brought engineers to the data center to have the associated hardware replaced and restarted the server. The application team consisting of AL SME and COE then verified all the related databases and applications are up and running. On September 10th, 2021 at 12.40 pm SGT the incident is resolved, leading to a service disruption of 5 Hours 46 Minutes Major steps leading to incident resolution1 Service desk September 10th, 2021 03:56 : First ticket logged via self service from NZ, TKT1614370,TKT1614392(04:27), TKT1614401(04:46) was logged as single user impact, low impact to work environment 06:34 : TKT1614427 opened for New Zealand users not able to access Gideons. 06:54 : TKT1614427 qualified into INC0805673 (P3) 07:12 : Priority raised to P2 and assigned to BAP-COE-GID-L2 08: 39: Incident priority raised to P1 upon COE’s advice COE September 10th, 2021 07:12 : COE team received the P2 incident 07:35 : COE team started looking into the issue. 07:40 : The team tried connecting to AS-ASC-GIDDB and the DB server was not accessible due to which applications were also down. We had an internal discussion and informed the GIO team. 08:22 :We routed the ticket to the Infra team, they restarted the AS-ASC-GIDDB server and they found the network card was not being detected. 12:35 : COE team verified all the applications were up and running. Infrastructure team September 10th, 2021 07:41 : Received feedback that Gideons Application having issues connecting to Gideons DB. 07:45 : Engineer checked and noted that the Gideons DB server was unreachable due to missing network adapters. 08:00 : Engineer tried rebooting the server and rescanning the hardware but network adapters failed to be detected by Windows OS. 08:30 : Logged a P1 ticket to hardware vendor for further investigation 09:15 : Engineer arrived at SGDC center and noted that the physical cable is working and submitted the server hardware diagnosis log to vendor for further analysis 09:45 : Hardware vendor informed that the issue might be due to a faulty CPU and will arrange for a replacement. 11:30 : Hardware vendor arrived at SGDC and began to replace the faulty CPU 12:30 :Issue was resolved after replacing the faulty CPU. Initial root cause Cause of the incident was due to a faulty CPU that prevented the OS from detecting the network adapter. After the CPU was replaced, the issue was resolved.
Solving SCADA web server related issues (e.g : website unreachable)
English
brice.tikiabane@eu.corp.airliquide.com
375
Brice TIKI ABANE
Uncategorized
Published
2025-07-29 0:36:43
20
IT Knowledge
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ALZ-AME-GCS-Production Assets-L2
System or Product - Issue summary Incident analysis Last Update: 19/02 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Many Web-based SCADA applications (e.g : SCADA.control, SCADA.energy, SCADA.daemon,...) not reachable. The error message below can occur : Links of the various Web applications : - SCADA.monitoring (monitoring tool only used internally by ALZ, not the end-users) - SCADA.control EMEI / SCADA.control APAC - SCADA.daemon EMEI / SCADA.daemon APAC : - SCADA.tagbuilder EMEI : / SCADA.tagbuilder - SCADA.energy BEFORE YOU START: Try to reproduce the issue by accessing one of the applications (ensure you are connected to a VPN in case you are working from home) STEPS: Connect to the web server associated (EUA-PR-SCAIIS1 : 10.154.99.49 for EMEI, SG-S-ASIW-WEB01 : 10.225.75.53 for APAC) 3 ways to have the web applications work again, to try out in this order : I. From Windows Internet Information Services (IIS) Manager : Open Internet Information Services (IIS) Manager as an admin from Windows search bar Navigate to the navigation pools (as shown in screenshot below) Recycle scada_core_35 in case SCADA.control and SCADA.monitoring are impacted, scada_core_40 in case SCADA.daemon and SCADA.tagbuilder are impacted, scada_energy_core in case SCADA.energy is impacted. In case you are not sure which scadacore it is, restart all 3. II. From command prompt : Open a command prompt as admin Reset IIS services by typing iisreset III. Restart the whole Web server Since many applications are hosted on that server, please use that workaround as a last resort. Ensure that all SCADA web applications (not only the ones initially impacted) are reachable and up-and-running afterwards POSSIBLE CAUSES: Broken connection to SQL DB which possibly was briefly unavailable (error message shown in the screenshot below, which can be find in the log file of the scadacore restarted) During such a disconnection, not all SCADA web essential components reconnect automatically and some might unsuccessfully keep trying to reconnect. NB. The logs associated to scadacore35, scadacore40 and scadaenergycore are respectively located in : D:\SCADA\scadacore35\scadacore.log, D:\SCADA\scadacore40\scadacore.log and D:\SCADA\scadaenergycore\core.log. They will be updated upon the restart of one of them. Please give them a look or share it to ALZ L3 team for further investigation if needed LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset / ALZ - Remote Asset / ALZ - Returnable Asset Configuration item: SCADA - EAMEI - PI Webservice - PROD Situation: Application not accessible Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2 / ALZ-AP-GCS-Production Assets-L2 / ALZ-AME-GCS-Production Assets-L2 ALZ-EU-GCS-Remote Assets-L2 / ALZ-AP-GCS-Remote Assets-L2 / ALZ-AME-GCS-Remote Assets-L2 ALZ-EU-GCS-Returnable Assets-L2 / ALZ-AP-GCS-Returnable Assets-L2 / ALZ-AME-GCS-Returnable Assets-L2
Pilote Google template link : one Page Note and project Note
English
Brigitte.Cochon@eu.corp.airliquide.com
1
NaN
Uncategorized
Published
2016-07-26 10:38:50
6
99.1 Project Management Office
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2015-12-18 10:00:16
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?Dear all, As suggested by most of you we have prepared new templates for one Page Note (gate 1) and Project Note (gate 2) . From now could you click on following links , make a copy in the appropriate google folder and work together: One Page Note Project Note Risk assessment and canonical appendix are still in Excel sheet (template is available in SNOW) but migration is planned for beginning of 2016 Do remind them that we are in the pilot phase and hiccups could be encountered. If you like it promote the links
airliquide, app, articles, articles translated, com, corp, does, english, ferdinand, how, languages, mobile, myitcorner, now, now mobile app, rochas-sc, software, tangapregassam@eu, translated, translation, within, work
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KB0056278
MIR INC1764122 - [WAN] Probleme Webex Odigo - URGENT (June 24th, 2025)
0 - Request a windows account (refer to procedure 0014 Request the creation of a Bot account) The windows account will serve as Bot account. 1 - Bot account creation and activation + license and role assignment in control room Prerequisites: To create an account you need to have Admin Rights on the Control Room. To create the credentials for the Bot account you need to have a bot runner license. Log in to the respective control room and go to Administration>Users and click on “create user”. Choose the active directory (ALFRGIS for Europe, TEISAN for Apac) from the drop down menu and enter the bot account name in the field “user name” Click on “Check domain” Enter the mail address ww-gdo-rpa@airliquide.com to the field “Email”. (e-mail required to activate the account) Enter the Device Login Credentials. Make sure to write the Domain ALFRGIS (or TEISAN for Apac) before the user name. Scroll down and allocate the respective roles, including: AAE_Basic BotRunner WLM_Participants the use case specific role, which gives access to the respective credential locker. Refer to 8 - Create a Locker. Scroll down and an affect an unattended Bot Runner license to the user. Scroll up and click on “create user”. Check your mail box of ww-gdo-rpa@airliquide.com for a mail with an activation link and click on the link. Your Bot account has been created and is activated now. If a Bot user account has already been created and you only need to allocate a role or a license, go to administration>users and click on the three points on the right side of the user to edit the user. 2 - Connect your Device Connect to the AABOT server via Citrix. Open the control room in a Chrome tab. Connect to the control room with the Bot account. Verify that your device is connected. 3 - Initiate first connection with Google API for access to Gmail and GDrive If you use a Technical Kite account : Refer to procedure 0009 If you only use a Service Account, skip this paragraph. 4 - Share the input file with the technical API account Go to the sharing options of the input file and share it with the technical account and give editor rights. 5 - Import the latest package version from DEV to PPRD/ from PPRD to PROD refer to the procedure 003 How to import/export a script 6 - Create a Role for the scenario (Refer to AA documentation for more details) Every Use case should have a specific role. The role should carry the name of the use case. This role will be assigned to a credential locker. Users with this role will have access to the credential locker. Exemple : Prerequisites: This task is performed by the Enterprise Control Room administrator. You must have the necessary rights and permissions to complete this task. Ensure you are logged in to the Enterprise Control Room as the administrator. Assign specific permissions to each user. You cannot select users, if these users are deactivated by the Enterprise Control Room administrator. Procedure: Navigate to Administration > Roles. Click Create role. Enter the Name. Select the feature permissions.For more information about the available feature permissions by product, see Feature permissions for a role. But for a usual use case : View my In progress activity > Manage my In progress activity View my scheduled bots > All except View and manage ALL scheduled activity View my bots > Run my bots Select the Bot files In the Bots section check Run and schedule and View content in front of the corresponding bot folder Click Create role. 7 - Create credentials and add the required attributes (Refer to AA documentation for more details) Prerequisites: This task is performed by the Automation Anywhere Enterprise Control Room administrator( role AAE_Admin) You must have the necessary rights and permissions to complete this task. Ensure you are logged in to the Enterprise Control Room as the administrator. Go to administration>Users and view your own account to verify that you have the role AAE_Admin. Assign the credential when adding the credential details. If no locker was created, create a locker and then assign the credential. Add up to 50 attributes to a credential. Procedure: Log in to the Enterprise Control Room as the administrator. Navigate to Bots > Credentials. Click “create credentials”. Enter the Credential name and a Description for the configured credential. Refer to page 13 of the RPA Developpement Guidelines for the credential naming convention. Enter the Attribute name and supply the description for the attribute. Select Standard input Select Masked if you don’t want the value to be visible in the Credential Vault and enter the value of the attribute in the field Click Create credential. 8 - Create a Locker (Refer to AA documentation for more details) The locker contains the before created credentials. A role is assigned to the locker. Users with this role have access to the locker. Prerequisites: You must either have the AAE_Locker Admin role or Manage my credentials and lockers permission. RBAC for Credential Vault credentials management One locker can hold up to ten credentials. A credential can only belong to one locker. See Create credential. Credentials are further divided in logical groups called lockers. Procedure: Navigate to Bots > Credentials > Lockers. Click “Create locker”. Enter the Name. Select Credentials to add to the locker. Click “Next”. Add the Owners. A locker must have at least one owner. The locker owner can edit, view, and delete a locker and also add or remove other owners. Add all members of the group RPA team as owners and the service account of the control room Click “Next”. Optional: Add the Managers and click Next. The locker manager can view, edit and delete the locker, and add participants but cannot add owners or managers to the locker. Optional: Add the Participants and click Next. A locker participant has access to view a locker and add their own credentials to a locker. Note: A locker participant does not have access to or visibility of credentials created by other users. Add the Consumers. Ie: the role created previously Click “Create locker”. If the email notification setting is enabled, users receive an email confirming the locker name and their permissions to that locker. 9 - Setup a device pool (refer to AA documentation for more details) Create a device pool with a unique name and add Unattended Bot Runners to the device pool. Prerequisites: This task is performed by the Enterprise Control Room administrator. You must have the necessary rights and permissions to complete this task. Ensure you are logged in to the Enterprise Control Room as the administrator. You can add only those Unattended Bot Runners that are not part of any other pool and are not associated with any role.Restriction: Unattended Bot Runners that are a part of other device pools are disabled for selection. If the device associated with the Unattended Bot Runner is added to the device pool, you can only use the Run bot with queue option to run bots on that device. You cannot create a device pool consisting of Attended Bot Runners. You can add Enterprise Control Room user roles as consumers. Only users with these roles can use the pool for any automation. You can select only those devices with the Bot Runner installed at the system level. Procedure: Go to DEVICES>my device pools and click “create device pool”. Enter the Name. Optional: Enter a description. Select the Unattended Bot Runners. Click “Next”. Select the Device Pool Owners. Select user(s) from the Available users list.Tip: Search the list of users based on their Username, First name, or Last name. Add all members of the group RPA team as owners! Click “Next”. Optional: Select the Device Pool Consumers.Complete this step to enable device pool consumers to view the device pool when they run the automation for the bot with a queue by following the next set of steps. Optional: Select a Role from the list of Available roles. Click “Create device pool”. The device pools for which you have consumer privileges are listed in the My Device Pools page. 10 - Create Queues (Refer to AA documentation for more details) Create queues that hold specific sets of data your bot is expecting for automation. To create queues, an Enterprise Control Room administrator assigns the AAE_Queue Admin role with View and manage my queues, Create queues, Administer all queues, and View my in progress activity permissions. Prerequisites This task is performed by the Enterprise Control Room administrator. You must have the necessary rights and permissions to complete this task. Ensure you are logged in to the Enterprise Control Room as the administrator. A queue is processed until all work items are completed. When new work items are added to the queue, the Reactivation Threshold value specifies the minimum number of new work items required to resume queue processing. Work items are those items with a Ready to Run status. Create a queue by providing details such as the queue name, queue owners, participants, consumers, and work item structure. Note: You can choose to Create draft of queue and add the remaining information later. Procedure Navigate to Workload > Queues. Click Create queue. Enter the Name. Optional: Enter a description. Set the Reactivation Threshold to resume queue processing.Default threshold is 1 (one). Optional: Select the average Time required for a person to complete one work item: seconds minutes hours days Click Next. 11 - Enter Bot Credentials into KeePass As a final step enter all credentials into the KeePass database. KeePass is a shared database for secure password management. You can access KeePass by following the instructions of procedure 0016 Access Keepass on Citrix. To add a new entry, click on the button “Add Entry” Enter the title, User-name and password and click “OK”.
To browse through the DIG application, you need to request access to PowerBI services in CARM. (1) Click on "My Access" (2) Choose "BI for Operations" (3) In the tree, develop "Group Level", then "BI for Digital & IT" and tick the box "DIG Dashboard" (4) Provide a quick comment and click on "Submit" After following the above steps and once you have been granted access: >> Click Here << to access DIG.
access, airliquide, bertrand, bertrand@eu, bi, cedric, com, corp, d&it, data, dataset, dig, digital, digital & it data, english, how, power, power bi, powerbi
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KB0049875
0008 - Communicate outage of platform to users & developers
English
cedric.bertrand@eu.corp.airliquide.com
1
Romain FASSI
Uncategorized
Published
2025-07-28 23:08:07
8
IT Knowledge
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2024-05-06 22:07:09
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BAP-COE-RPA-L2
Steps Identify who should be contacted Outage of DEV PPRD PROD Who is impacted ? Developers Developers Business Owners performing UATs Developers for use cases in hyper-care mode Business Owners Extract list of business owners & developers Open our follow-up spreadsheet Select the list of people who need to be aware : If the outage is on PROD, filter on “To be contacted if PROD outage as bcc” with values equal to 1 If the outage is on PPRD, filter on “To be contacted if PPRD outage as bcc” with values equal to 1 and you will need to add the emails of Business owners performing UAT (list of use cases in UAT can be find in “Master pipeline tab”) If the outage is on DEV, filter on “To be contacted if DEV outage as bcc” with values equal to 1 Copy column of emails and paste it in your email as “bcc” Put ww-gdo-rpa@airliquide.com in cc Copy the body template in below section and keep only the relevant environment (DEV/PPRD/PROD) Template of the mail Object [RPA] DEV PPRD PROD Platform outage from mmm. dd [hh:mm] until mmm. dd [hh:mm] Body Dear all,Please note that our DEV PPRD PROD RPA platform will be unavailable from mmm. dd [hh:mm] until mmm. dd [hh:mm]. Please adapt your operations accordingly.Best regards,Group RPA Product team If outage on several platforms are observed or anticipated, send only one email with all the information
Overview This procedure is to show how to download and access the scripts in AA 2019. Connect to control room directly on your PC from any browser with your windows account: surname.lastname Click on 1) Bots > My Bots then 2) chose the file path in Folders Chose a script you want to look on
Overview This procedure is to show how to download and access the scripts in AA V11. Connect to the respective server (DEV, PPRD, PROD) via citrix with your admin account adm_fistname.lastname Click on AA Enterprise Client on the server Desktop and login with your admin account adm_surname.lastname Click on Tools > Repository Choose file path in Server Repository, select files in the right table and click on download. Choose file path in My tasks. Right click on respective script file and choose edit You will see the script.
Overview This procedure is to show how we use the google api to access Gmail and the Gdrive spreadsheet. The Authentication which we called Oauth2 protocol is a security protocol which can secure the connection between google and your environment Step by step Connect to the remote server ervice accounts created by kite team can use google api for ex: svc_gdo_rpa-basic-test@airliquide.com These accounts can use google api. So these accounts have the right to call the API If we need this service account to access a google spreadsheet, we need to ask the business team to share the access with thisese services accounts Google api is not free, thereis is a cost associated with the usage., yYou need a token to use the api, it gives you the access right , and the cost of usage of using this api is affected to this project Add the link to google cloud console In the credentials part, client ID and secret ID can generate the authentification When we share the client ID and secret ID to someone, then he can use this google api, and the cost will be in our project We can extract these two ids with the Json file, so download the json file Access token To have an access token, we need a client id, secret ID and the refresh token. The refresh token is created once during the first communication with google. For ex:if you want to use one app, the system will ask you if you authorize the access to this application (drawio) Choose the service account that you want to use, then allow, gives it permission to access the application. tThis step you only need to do once needs to be done only once. In the security/Third party access part, you can check that you have autorisez authorized the draw.io to access your google account After clicking on authorize, the refresh token is generated by your script after this first running The result is here. The path is always the same for all the use cases: Documents/.credentials If you don't remove the authorization, the refresh token always exists and is the same. Then with this refresh token, secret ID and client ID, it can generate the access token which you can use to call all the api (drive, gmail and spreadsheet) The access token expires in one hour, it can be automatically refreshed by the refresh token
0005 - Migrate learning instance from Preproduction to Production
English
cedric.bertrand@eu.corp.airliquide.com
18
Romain FASSI
Uncategorized
Published
2025-07-28 23:08:07
26
IT Knowledge
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2024-05-06 22:01:00
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BAP-COE-RPA-L2
Certificates Management Procedure RPA Central Platform - Automation Anywhere Version: A360.23 This procedure details the process to follow to update the RPA Platform internal Certificates every year We currently have to secure the following https URL: rpacr.apps.airliquide.com rpaiq.apps.airliquide.com rpahbc.apps.airliquide.com The application uses one internal certificate by A2019 platform to secure the connection: Certificates are hosted by the AWS ELB component (Load Balancer) And they have to be renewed by using a GIO catalog request - They are valid for 3 years. When created they will have to be updated on AWS by the AWS Team You have One certificate per environment (dev, pprd and prod). Introduction Related document: Automation Anywhere - AWS Infrastructure Platform Configuration - V11 / A2019 Bot Agent - Certificate Import Process Internal PKI - Standard SSL/TLS Certificate Request - User Guide Please read carefully the PKI User Guide that details the procedure. The application uses 1 internal certificate which is valid for 3 years. It requires to configure “alternate names” (cf. below). Certificates are hosted by the AWS ELB component which supports only rsa-2048 cer format and The certificate must be an SSL/TLS X.509 version 3 certificate (contact AWS team for more details). Certificates are created thanks to a GIO request - they are valid for 1 year. You have to create a GIO request file for each certificate (dev, pprd and prod). => When the certificate is generated, the “.cer” file must be sent with the “.key” private key file to AWS L2 team to update the ELB, and they must be also updated on CR and IQ servers. Caution: you will have to update IQ Bot Certificates, CF IQ Bot installation Certificates Management Cer file generation using openssl Go on DEV aabot1 Connect cmd cd C:\Program Files\OpenSSL-Win64\bin Run these commands, after changing dates: openssl req -sha256 -nodes -newkey rsa:4096 -keyout "C:\Scripts\certificates\Dev\rpa_dev_202310.key" -out "C:\Scripts\certificates\Dev\rpa_dev_202310.req" -config "C:\Scripts\certificates\Dev\rpacr-dev_new.cnf" openssl req -sha256 -nodes -newkey rsa:4096 -keyout "C:\Scripts\certificates\PreProd\rpa_pprd_20231025.key" -out "C:\Scripts\certificates\PreProd\rpa_pprd_20231025.req" -config "C:\Scripts\certificates\PreProd\rpacr-pprd_new.cnf" openssl req -sha256 -nodes -newkey rsa:4096 -keyout "C:\Scripts\certificates\Prod\rpa_prod_202310.key" -out "C:\Scripts\certificates\Prod\rpa_prod_202310.req" -config "C:\Scripts\certificates\Prod\rpacr-prod_new.cnf" Save both files in GDrive. Create a request to renew RPA internal certificate And use Service Now to generate the new certificate using “Renew an existing internal certificate”. Only req file We need to do for dev and pprd separately Add to cart Import Certificate in AWS Load Balancer & IQ Bot Create a Request in ServiceNow for AWS L2 team to update the certificates: add the .cer + .pkey files as attachment One for each environment : example dev RITM1012192 Note: the aws team may request you AL Root certificate but they must have it ….. Import the certificates in IQBot - cf Installation procedure. Detailed Explanation on Openssl & Configuration file To generate the Request File (cer extension) you can use openssl (windows or Linux) or the tools proposed by the User guide. The information to provide are: ST = IDF L = PARIS O = Air Liquide OU = IT emailAddress = ww-gdo-rpa@airliquide.com CN = rpacr-pprd.apps.airliquide.com [alt_names] DNS.0 = rpacr-pprd.apps.airliquide.com DNS.1 = rpaiq-pprd.apps.airliquide.co DNS.2 = *.771625538448.eu.aws.airliquide.com Note: replace the value according to the environment Ex: For the CN, replace rpacr-pprd by the environment name (rpacr-dev, rpacr-pprd, rpacr) To include more server names in the certificate, we use the alternate names: that’s why you have to fulfil the DNS.x Thanks to that we manage all names in one single certificate. Updating AA server certificates BOT Agent In old A2019 versions bot agent required installing the certificates on Bot Servers. Please follow the instructions provided by Automation Anywhere Bot Agent part: Bot Agent - Certificate Import Process Requete MMS (Change pour AWS): englobe DEV/PPROD/PROD Après le risk assessment: Planifier preprod avant dev (dans les dates des sous taches CATA*) Puis prod séparément. Requete pour AWS: Avec fichier .cer reçu de GIO par la requete précedente et la clef .key en attachment générée sur le serveur. D’abord PPRD et DEV, puis PROD IQBOT Server Il faut ensuite installer les mêmes certificats dans IQ BOT CF IQBot Installation procedure 0041 - IQ Bot Installation - v1.01 End Of Procedure
0005 - Migrate learning instance from Preproduction to Production
English
cedric.bertrand@eu.corp.airliquide.com
1
Romain FASSI
Uncategorized
Published
2025-07-28 23:08:07
35
IT Knowledge
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0
2024-05-06 22:00:10
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BAP-COE-RPA-L2
Overview This procedure is to show the procedure to migrate the learning instance Step by step Connect to the remote server IQbot, and run IQ bot You have two parts, learning instance and domains Go to domains, choose the purchase order and export Go to administration/migration/choose purchase orders/export Rename it The export file is located in IQbot output Copy the two export files(domain file and LI) to the prod server Connect to IQbot prod Go to Domains/import. Verify if there is already a domain file (the german language file). Put the learning instance in IQbot output folder Go to Administration/migration/import Confirm and overwrite You can find the new file in learning instance Note Dominik: use normal account
Be careful: we have 2 environments Note: RDS databases are started by default every 7 days by AWS Depending on the scheduling applied on the environment on DEV and PPRD, servers may be stopped during WE or even during nights. You can always stop or reboot a server with your ADM Account (directly) on the server) BUT you can’t start it! Requirements An ADM account to connect servers (for test purpose) You may connect the Bot servers to verify who may be connected You need to get an access to AWS account and you can access them: AWS List your environment: EC2 (Servers) Note to see all servers remove this filter V11: RPAPlatform A2019: RPAPlatformA2019 Identify RDS instance name We have 2 Databases per environment, one for V11 and 1 for A2019. Exception : on V11 dev we have 2 Databases - a mistake. To see them: go on RDS Menu and clic on Instances: Database instance have awful names: Too identify the correct database go to “Route 53” and clic on the hosted zone Then you have to find the database in the list of DNS Record For v11, names are: rpa-db-xxx (dev, ppr and prod) For a2019, names are aa-db-xxx (dev, ppr, prod) Stopping the platform Stopping Bots Go on the EC2 Dashboard Select the server Click on Menu Instance state / Stop instance => DO NOT USE “Terminate Instance”! Stopping IQ and CR Servers Same procedure as Bots Stopping Database Go on Route 53 to identify your database ID Example: rpa-db-dev => arftsxbw8vx2ze. aa-db-dev => rpa-dev / ar1dg514xtulzi2 Switch to RDS menu If you have stopped all the servers you will see that there are no connections: Clic on Action / Stop Caution: it takes time ! Starting the platform Note that ON PROD SERVER you need to Stop the scheduling ! Start the RDS Database Wait for the RDS instance to start : takes at least 10 mn! Start CR and IQ Bot Servers RPA websites won’t be available immediately : need for the Web server to load the java modules Start Bots server Note on V11 you have to reconnect the bots to the CR
Overview This procedure is to ensure that the Automation Owners are able to launch their scripts manually Give access to DEV VM of CR Connect to the control room DEV portal Go to Bots/My bots/ AME/NAM/DepotCommissions folder/ Choose the first main task box, and click on the three points Click on schedule bot You have the possibility to run once or run repeatedly After setting up the start date and end date information. You need to choose the dedicated connected bot from left side to right side. Please pay attention to choose the right bot and the bot needs to be connected. If the bot is not connected, we need to log to the server and start the AA client with the bot account. Click on Next and then Schedule the bot.
0012 - Restart AA services and reconnect devices after a server restart
English
cedric.bertrand@eu.corp.airliquide.com
6
Romain FASSI
Uncategorized
Published
2025-07-28 23:08:08
21
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
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0
2024-05-06 22:13:03
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BAP-COE-RPA-L2
Overview After a server restart the following actions need to be taken: The AutomationAnywhere services need to be restarted. This procedure shows how to restart the services and how to verify if all necessary Services are running afterwards. If this is not the case they need to be restarted manually. All devices (bot accounts) need to be reconnected. Restart Services Connect to the respective control room server via Citrix with your admin account adm_name.lastname In D:\Scripts run the script StopAutomationAnywhere-CRBIHBC as administrator. Then execute the script StartAutomationAnywhere-CRBIHBC as administrator. It might happen (wrong script used) that not all necessary services were automatically restarted after the server restart. To verify, open the Service app. Make sure to have opened the extended Services window. Verify that all AutomationAnywhere services are running. In case that Status is not Running, right click on the respective Service Name and click Start. B) Reconnect Devices After a server restart each bot account (find a complete list in useful links) needs to be reconnected to the Bot Agent Server. Login with the Bot account name and password to the Bot Agent Server. Open the AA Enterprise Client In Tools > Options check the following options Disconnect from the Bot Agent Server. Repeat the steps in the section reconnect devices for each bot account listed in useful links.
0014 - ADHOC for the creation of a Bot account (outdated)
English
cedric.bertrand@eu.corp.airliquide.com
4
Romain FASSI
Uncategorized
Published
2025-07-28 23:08:08
9
IT Knowledge
NaN
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NaN
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2024-05-06 22:24:01
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BAP-COE-RPA-L2
Objective This procedure is to explain how to get a Windows account from GIO team. Steps 1 - Fulfill the account list Open RPA accounts naming convention spreadsheet. Add a new line and fulfill the yellow cells: SAP ID (if a SAP account has already been created for this Bot account) SAP system (if a SAP account has already been created for this Bot account) Title Department First Name Last Name RPA Manager 2 - create an AD HOC Request On My IT Corner open a ticket with following information : Issue type Other Urgency Low impact Short Description Robot Account Creation - Adhoc request for GIO-SEC-CARM-L4 Full description of your issue with details: Could you create an ADHOC request with below details ? - Type of account : Process Assistant - details of the Process Assistant account provided in this template https://docs.google.com/spreadsheets/d/1w7AX-FKtDtjiU83uVfPy7QivDA4xlWzmGZ_K1NMATm0/ - ADHOC request to be assigned to group name for implementation : GIO-SEC-CARM-L4 - Find in attachment approval from both requestor's manager and GDO team (ww-gdo-rpa@airliquide.com) 3 - Finalize Put the adhoc number from your ticket created in MyItCorner in RPA accounts naming convention file (column A) and inform Vincent Cao (vincent.cao@airliquide.com) that you have created an ADHOC (with the number) to create a new Bot Account.
0007 - RPA ADM - Creating user account for HBC assistant and Login to HBC Assistant
English
cedric.bertrand@eu.corp.airliquide.com
0
Romain FASSI
Uncategorized
Published
2025-07-28 23:08:07
20
IT Knowledge
NaN
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NaN
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0
2024-05-06 22:05:46
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BAP-COE-RPA-L2
Overview This procedure is to ensure to have the proper process to create HBC user Installation of HBC on an end user's laptop and managing it. Here is an example of bot agent prod. The procedure is the same for pprd and dev. Create user account in VM of bot agent Connect to the remote server prod Open HBC Designer in the desktop Put Server URL, login and password Click on Administration/new user You need to fill all the fields regarding the roles that you would like to create Save Installation of HBC assistant in user’s pc Download HBC installation package Ask helpdesk to install HBC Clients, only the assistant part. Install Login to HBC Assistant from desktop Enter https://hbc.apps.airliquide.com/ to the server field. Enter your name. Caution: username is typically of type name.lastname@airliquide.com
Overview This procedure is to show you how to import/export a script. Deploy from dev to prod V11 version Connect to the control room dev Go to my bots, then export bots In the left folder part, choose the folder of your script. Here we took the example of APAC use case”Delivery order” Choose the first task, and put to the right Then next Then next and export Check your personal account’s mailbox and click on the download link you received. You an find a download package Go to connect to Control room of PPRD Go to import In browse, find the download file Overwrite the file and import If validated in UAT, we do the same process to import to PROD For A2019 version: a)Connect to control room dev b)click on export bot c)if we take cube designer use case as an example Choose all the task d)next e)export f) Then you will receive one mail in your mailbox g)download the package h)connect to prodCR i)import j)overwrite and import
Written agreement between a service provider (DSI) and a client, which documents service levels agreed. These levels are expressed in particular in terms of availability, continuity, costs and capacity. SLAs are not necessarily contracts, SLAs are configuration items (CMDB CIs)
In Google Chrome 1 To export your bookmarks, open Chrome browser and click on 3 vertical bars in the upper right corner of the browser. 2 Click on Bookmarks then Bookmark manager (or CTRL + SHIFT + O) 3 Click on 3 vertical bars on the top right, and select Export bookmarks 4 Select the folder where you wish to save your bookmarks: If you have a Chromebook : you will be able to save it directly in your Google Drive session, as HTML file If you have a Windows PC : you will be able to save it directly in your PC (see the picture below). To save it in Kite, you can upload or drag and drop this HTML file in your Google Drive session. 5 To import all of your favorites : If you have a Chromebook : open Chrome browser, go to Bookmark manager, click on Import and choose the file from your google drive session If you have a Windows PC : open Chrome browser, go to Bookmark manager, click on Import, and choose the file from your PC
GideonsWeb - CDO type order is not allow SV products while creating Delivery Order.
English
chaitanyasai.maddili@as.corp.airliquide.
66
NaN
Uncategorized
Published
2025-07-02 4:47:46
4
GIO Service Desk
NaN
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BAP - HUB - GIDEONS
NaN
NaN
NaN
2
2025-02-24 8:29:42
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BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Unable to add Delivery Charge under CDO Order Type at DO level STEPS: A CDO should not have a service product. Create standard order with CY products quantity in returns and add the SV product. (instead of CDO) POSSIBLE CAUSES: CDO type order will not allow SV products white creating order as per the current system design. If the above steps did not solve the issue, please raise an incident with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-GID-L2 ARTICLE TYPE: Assignment TEAM: L2
airliquide, allow, cdo, cdo type order will not allow sv products, chaitanyasai, corp, creating, delivery, english, gideonsweb, maddili@as, not, order, products, sv, type, while, will
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KB0034051
MIR INC1063367 - No connectivity (November 23rd, 2022)
Requests related to INTERNAL public key infrastructure (PKI)
English
chiewgeok.ng@as.corp.airliquide.com
16
NaN
Uncategorized
Published
2025-08-20 15:46:43
7
myITcorner
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2025-08-19 4:27:01
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GIO-EUS-SD-APAC-L1
SYMPTOMS: This article provide reference to the user guide to raise the following catalogue requests from MMS: Generate a new internal certificateRenew an existing internal certificate STEPS: Please refer to the user guide for filling in the above catalogues related to INTERNAL PKI requests published: Internal PKI - Standard SSL/TLS Certificate Request - User Guide
COUNTRY/REGION:APAC ENTITY: APAC SYMPTOMS: User get error when click company under Additional Stores POSSIBLE CAUSES: N/A BEFORE YOU START: Have access to EPIC > Setup > Company Setup > User STEPS: 1. Search for user by email or full name: 2. Click "Act as this user" icon under Actions You can see at the top of the screen shows as below: 3. Click requested company to test the viewing: 4. If no error, advise user to try again 5. If shows error, escalate the ticket to BAP-COE-EPIC-L2 for further action. LOGGING CATEGORISATION: Business service: BAP - HUB - EPICCategory: Application Situation: Bug/Defect Assignment group (if not L1): BAP-COE-EPIC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-EPIC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC Please find the definition of each Customer Type below: TYPE DEFINITION Direct Customer gets to order first and billed later or pay upon delivery. If order value exceeds available credit limit, order-taker could save the order but the order cannot be printed or scheduled. Credit limit is a value entered by Finance to indicate the maximum available amount that AL can deliver the order without customer first paying and/or clearing outstanding invoices. Cash Sales Customer certainly has no credit. He has to pay for the gas charge at the point of order and place a refundable cylinder deposit. System also ensures order is supported with receipt otherwise order cannot be created. System assumes DO Type is Customer Pickup, order-taker may change otherwise to Cash and Delivery. Order-taker must careful not to select Standard Order as driver is not able to recognise to collect payment upon delivery. Nevertheless, Cash sales customer receives rental invoice at the EOM and he is expected to pay as soon as possible. Agent Agent Customer Dealer Dealer Customer They are Distributor and Distributors customer If Customer Type is Agent Customer, specify the Agent No. who sells to this Agent customer. Difference between Agent and Dealer Agent receives a base stock and is billed on consignment sales while Dealer buys to sell. Agent and Dealer may order on credit i.e. having credit limit. Depot Branch i.e. Depot with sales activity Depot / Branch are internal customers, there is no need to bill. DO is created to transfer cylinder. ( DO Type - Primary Docket exclusively for Depot & Branch) If internal customer is an AL affiliate that should be charged, the Customer Type should be Direct to enable billing. Please note : If Delivery Point no. would be later used to create Depot code, the permitted Customer Type is only Depot. Supplier Customer No is created to facilitate sub-transaction of DO: Picking up purchase or returning purchase. Supplier is never charged for any order. Prospect Customer This type of customer is not charged when he orders. LOGGING CATEGORISATION: ARTICLE TYPE: Process
Oracle - Enabled or disabled account combination (COA)
English
chiyuan.kuah@as.corp.airliquide.com
105
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:42
6
GIO Service Desk
NaN
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NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
84
2025-08-11 5:01:03
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GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY: BIS APAC SYMPTOMS: User request to enable or disable account combination (COA). POSSIBLE CAUSES: User unable to proceed for Journal (JV) posting caused by disable account combination. BEFORE YOU START: Should have access to XX General Ledger Manager > Setup > Account > Combination STEPS: Search the given account combination (COA) View > Query By Example > Enter Paste the given account combination (COA) in provided field: View > Query By Example > Run The COA will appear and shows the status either Enabled or not If requested to enable the COA, tick under Enabled and remove tick if otherwise. Save after the update. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update the COA status TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:CHINA ENTITY:CHINA SYMPTOMS: Users raise ESS or call in to follow up ticket CATTASK for computer replacement. POSSIBLE CAUSES: SD found that the ticket is in Onsite/ Resolver team's queue but has been pending for a long time (few months) and no updates. BEFORE YOU START: Computer replacement CATTASK for China The computer supplier changed from DELL to HP. Thus, it may need sometime to purchase the new computer and take turn to deliver the device to user based on the amount of stock in each site.SD inform that User will receive an notification email from Onsite to inform the delivery date of the device.Other incident tickets- Based on situation- Please inform TL and POC regarding the issue if SD did not get any reply from the resolver team. STEPS: SD could ping the Onsite/Resolver team via google chat to check the ticket progression. Call back or follow up with user via Google chat. 3. Please inform TL and POC regarding the issue if SD did not get any reply from the resolver team. LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Device Subcategory: Support /Assistance ARTICLE TYPE: FCR TEAM: L1/Resolver team
airliquide, chiyuan, com, corp, english, follow, follow up ticket \n no update ticket\n ticket progression, kuah@as, no, processing, progression, ticket, ticketing, up, update
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KB0040243
COA : Create Local Account (LA)
English
chiyuan.kuah@as.corp.airliquide.com
72
Srichandra R-SC
Uncategorized
Published
2025-09-22 5:02:05
4
GIO Service Desk
NaN
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NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
48
2025-08-11 6:02:02
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GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS-APAC STEPS: 1. Create Local Account (LA) Navigator：General Ledger Manager / Payable Admin a) Setup-> Flexfields->Key->Values->Open b) Local Account (LA) : Tick Value Set fieldFind AL_AFF_LOCAL_ACCOUNTClick Find c) Press Add for create new Local Account(LA) d) Input Local Account value / Local Account description and tick enabled '' e) Select TAB Value,Hierarchy Allow Budgeting =Yes Allow Posting = Yes Account Type = Verify with user which account Type needed selected Click OK and Save LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 and BAP-COE-ORA-L2 TICKET TYPE: Inciddent ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5 and BAP-COE-ORA-L2
Gideons - Report Modification/Replication & View-Smart List ID Creation for Gideons
English
chiyuan.kuah@as.corp.airliquide.com
129
Julia RAMLAN-SC
Uncategorized
Published
2025-08-11 5:19:32
5
GIO Service Desk
NaN
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NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
43
2025-08-11 5:19:14
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GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User request for report modification/replication, or View-Smart List ID Creation/replication in Gideons POSSIBLE CAUSES: Report alignment issue, wrong report data source, need to replicate report/smart-list from other countries STEPS: Advise user to raise request: Report Modification & View-Smart List ID Creation for Gideonhttps://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=760b3cdc1b47ac10510c7db4464bcb59&searchTerm=Gideons LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Guided user to submit request via MyIT corner
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User request to update, add or remove/delete inventory item POSSIBLE CAUSES: Manual update, add or remove inventory item require BEFORE YOU START: Update: If L1.5 unable to update the inventory item or involve bulk request Add: L1.5 have no authority to add new inventory item Remove/delete: L1.5 have no authority to remove/delete any inventory item STEPS: Advise user to request from the following catalog:MyIT Corner > End User Catalog > Applications > Business Application > ORACLE ERP > Create or Update for Item Masterhttps://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=ded807d5db1818d032b792b8f49619e8&sysparm_category=3c3b174a4fcf3e40eaa6ab6ba110c725 LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Guided user to submit request via MyIT corner.
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User requested for Oracle APAC and Oracle Japan Users Listing POSSIBLE CAUSES: N/A BEFORE YOU START: Have access to Oracle SQL Developer STEPS: 1. Check for the Business Group (BG) select *from APPS.per_business_groupsorder by business_group_id 2. Assign the Business Group (BG) based on requested BG or Country. Update at "and pap.business_group_id in ()" --alter session set current_schema=apps; SELECT DISTINCT a.application_name, user_name, pap.full_name, pap.employee_number, responsibility_name, ur.start_date start_date, ur.end_date end_date, u.start_date user_account_start_date, u.end_date user_account_end_date, to_char(u.last_logon_date,'DD-MON-RRRR HH24:MI:SS') last_login_date, pap.email_address, pap.person_id, (SELECT hapf.NAME FROM apps.hr_all_positions_f hapf ,apps.per_all_assignments_f asg WHERE asg.position_id = hapf.position_id(+) AND pap.person_id = asg.person_id(+) --AND hapf.business_group_id = :P_BG_ID AND SYSDATE BETWEEN asg.effective_start_date AND asg.effective_end_date AND SYSDATE BETWEEN hapf.effective_start_date AND hapf.effective_end_date AND rownum = 1 ) Position, (SELECT PJT.NAME FROM apps.PER_JOBS_VL PJT,apps.per_all_assignments_f asg WHERE asg.JOB_ID = PJT.JOB_ID(+) AND pap.person_id = asg.person_id(+) AND SYSDATE BETWEEN asg.effective_start_date AND asg.effective_end_date AND rownum = 1) JOB_NAME,(SELECT name FROM APPS.per_business_groups WHERE business_group_id = pap.business_group_id ) BG_NAME FROM apps.fnd_user u, apps.fnd_user_resp_groups_all ur, apps.fnd_responsibility_vl r, apps.fnd_application_vl a, apps.fnd_security_groups_vl s, apps.per_all_people_f papWHERE a.application_id = r.application_idAND u.user_id = ur.user_idAND r.application_id = ur.responsibility_application_idAND r.responsibility_id = ur.responsibility_idAND u.employee_id = pap.person_id--AND ( (:P_BG_ID in (18)--and pap.business_group_id in (702,703,1067,1068,700,698,81,185,86,88,2307,2308,2778,2313,1809,1811,1812,1623,1235,1359,1362,2132)and pap.business_group_id in ( )--or (:P_BG_ID not in (1811,1809,1812)--and pap.business_group_id =:P_BG_ID))--AND pap.business_group_id = 2132AND ur.start_date <= decode('All' ,'All',ur.start_date,sysdate )AND nvl(ur.end_date, sysdate + 1) >= decode('All' ,'All',nvl(ur.end_date, sysdate + 1), sysdate )AND u.start_date <= decode('All' ,'All',u.start_date,sysdate )AND nvl(u.end_date, sysdate + 1) >= decode('All' ,'All',nvl(u.end_date, sysdate + 1), sysdate )AND ur.security_group_id = s.security_group_idAND r.version in ('4','W','M')--AND NVL(u.end_date, sysdate+1) >= SYSDATE--AND u.user_name NOT IN ('20220049','ATANU.ROY','CNV.VIPUL','CNV.ANIL', --'SUNDEEP.KAKARLA','CNV.AVINASH','CNV.SUMIT','CNV.CHANDRA','CNV.SRIHARI', --'CNV.VISHAL','CNV.PRASHANTH','R.BISSOONAUTH','POLARIS.RAHUL')ORDER BY 2 ,5 LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Extract as mentioned above TICKET TYPE: Temp field to be used until drop down is created for Adhoc ARTICLE TYPE: Temp field to be used until drop down is created for FCR TEAM: Temp field to be used until drop down is created for L1.5
This article will help and support you in creating a new Air Liquide account Create a new Air Liquide account Log in to your own CARM account and choose from the main window the option "Onboarding" Choose Entity (if new starter will not have same entity as you) then the Attached Site choose from the drop down list Choose the type of person from the drop down list. If you want to create a new Air Liquide account with contract type "subcontractor" or "business partner" choose External user, if you want to create a new Air Liquide account with contract type "AL employee", "temporary employee", "trainee" or "Apprentice" choose AL employee in the type of person. If you want to know the difference between a Sub contractor and a Business Partner, please click here. If you need to create a Subcontractor or Business Partner Account, click here. ATTENTION!!!: you have to have HR type of CARM account to create AL employee type of person. With a regular CARM account you can create only external type of person. After you choose the contract type, fill in the Job title, department, cost center, phone numbers, ect. then click on next. If there is any special case regarding the account creation requirements, write a comment. If no comment needed because everything is regular, leave comment field empty. After you click on submit, account creation request will have to be approved by your CARM approver, once approved, team can start to work on the fulfillment of the request. NOTE: Usually it takes in most of the cases 24 hours to create and synchronize all accounts. NOTE2: By requesting the user account via CARM there will be created for the user: a CARM account, a Windows account and a Kite account. All the other accounts (for example SAP, Ialadin oracle, Magnitude, ect) and access rights (shared folder access, google group access, ect.) you need to request for the user in a separate request via CARM or via My IT Corner or the user has to do those requests.
RMA Dalia - Request explanation Catalog request SYMPTOMS: When a user is facing an issue on his Dalia, they have to open a Request in MyITCorner using this form RMA Dalia Process BEFORE YOU START: Get access to MMS on Carm Check the My Groups tasks in Request menu inside MMS Operator workspace Make sure you are inside Alizent L2 support group ALZ-EU-GCS-Remote Assets-L2 Read & apply Knowledge Article KB0038915 RMA - Dalia RMA get ready Get access to Cofidur follow up file REQUEST TASKS: As RMA Dalia is a standard process with always the same actions, ALZ is using a Catalog request process. When a user opens an RMA, a list of successive tasks (CATASKXXX) will be opened and assigned to the responsible team until the end of the process. Below is a representation of the Request workflow
myInstallations Global (CWP) is a myInstallation (formerly CWP) is a web portal designed to help streamline the customer experience, improve transparency, and facilitate efficient interactions between Air Liquide and their customers. It can help businesses manage their gas requirements more effectively, ensuring a steady and reliable supply of gases critical to their operations To be noted : Front Office PROD - https://myInstallations.airliquide.com/[SUBSIDIARY]/For medical countries, use myInstallations-medical.airliquide.com LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: myInstallations Global (CWP) - PROD Assignment group (if not L1): ALZ-EU-GCS-Remote Assets-L2, ALZ-AP-GCS-Remote Assets-L2, ALZ-AME-GCS-Remote Assets-L2 depending on the customer's location
2022-03-29 11:30:29 - Chloe MASPIMBY Additional comments Solicitado paraPilar DELRIODescripciónDELRIO, PilarMar 28, 2022, 4:57 PM (18 hours ago)to CustomerHello,Please could you review the DALIA with serial number: CBIB21110100260?There is not any variables in the tab "Configured variables" all of them there are in the "Diagnostic Variables"2022-03-29_11h29_24.pngThese are the variables configured in the device:2022-03-29_11h29_59.pngRegards,Pilar del Río MartínSWE Cluster BOS Telemetry & Control ExpertMember of European CoP Telemetry ExpertsSan Norberto, 2328021 MadridTel:+34 915029336 connect to the server EUD3-PR-IFRSQL4 and go to SQL Server Management Studio 2012 2.select the SQL server for the dalia connector : EUD3-PR-SYNSQL1,1433 (connection informations are available in Telemetry Prod file) 3. look for the device ID in the 'device' table and then look at the variables in the 'VariablePerDeviceID' tab in this example, the configured variables (LT, COM,VBATT) also have the diagnostic variables field at '1' but it should be at '0', you have to modify the 'IsDiagnostic' field in order to verify that the changes have been made you must connect to the dalia connector and see if the variables have been added in the configured variable tab
airliquide, chloe, com, configured, corp, data, english, maspimby, maspimby@eu, no, no data in tab "configured variables", tab, variables
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KB0038821
IOT4BOS/AWS - Tracking Alarm Notifications
English
chloe.maspimby@eu.corp.airliquide.com
72
Chloe MASPIMBY
Uncategorized
Published
2025-07-28 20:10:25
8
IT Knowledge
IoT4BOS
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NaN
NaN
NaN
NaN
NaN
13
2024-03-05 17:23:39
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ALZ-AME-GCS-Remote Assets-L2
IOT4BOS/AWS - Tracking Alarm Notifications Forewarning: AWS Smses and mails dispatching logic will be moved from the Kercom interface to the main IOT4BOS interface during the year. This procedure may be obsolete or need to be reviewed after the change. PURPOSE: To be able to verify the IOT4BOS escalation protocols To be able to track the notification sent in case of an event (via mail and sms) CONTEXT: A request or an incident has been received asking if, how or when an escalation protocol has been triggered and if the notifications have been sent. Example: INC1128455 STEPS: (Step 1 and 2 can be realized in no particular order depending on the issue.) Verify the escalation protocol setup on IOT4BOS Alarm flow is as follow: Device > Device Event > Topic > Escalation Protocol > Calendar > Team planning Gather relevant info (mail addresses or phone number used for the alert) 2. Check for notification processing in AWS First, Log into AWS and select the Kercom Interface account (ALZ-infra-Support-L3 - IOT4BOS - Interface Prod L3) Go to the CloudWatch service > LogInsights feature Depending on what you are searching for, one AWS lambda is managing the sms dispatch to the mobile operator network, the other one manages mail sending: interface-prod-interface-sms-LambdaSqsQueueSms-RW423N1RR60P interface-prod-interface-email-LambdaSqsQueueEmail-1T5TA3BX47V3M (Not usable anymore: See below) The AWS logs fields should contain the information you will need to confirm whether or not the alarm has been triggered/is working properly. ex: @message {"_aws": {"Timestamp": 1685832678995, "CloudWatchMetrics": [{"Namespace": "IOT4BOS/Interface/interface-prod-interface-sms", "Dimensions": [["PhoneNumber"]], "Metrics": [{"Name": "NumberOfMessagesSent", "Unit": "Count"}]}]}, "NumberOfMessagesSent": 1, "PhoneNumber": "+33625042864"}@timestamp 1685832678995_aws.CloudWatchMetrics.0.Dimensions.0.0 PhoneNumber_aws.CloudWatchMetrics.0.Metrics.0.Name NumberOfMessagesSent_aws.CloudWatchMetrics.0.Metrics.0.Unit Count_aws.CloudWatchMetrics.0.Namespace IOT4BOS/Interface/interface-prod-interface-sms_aws.Timestamp 1685832678995NumberOfMessagesSent 1PhoneNumber +33625042864 In addition, you can also use AWS Metrics with the lambda to have a visual timeline of the messages sent. Example using IOT4BOS/Interface/interface-prod-interface-sms: Go to CloudWatch > Metrics Go to All Metrics > and input your metric and dimension (in this case IOT4BOS/Interface/interface-prod-interface-sms, dimension PhoneNumber) Set your time frame CTRL+F on your navigator to search for the numbers that you want to see Tick the checkbox(es) of the numbers to visualize the smses sent Email Tracking: The interface-prod-interface-email-LambdaSqsQueueEmail-1T5TA3BX47V3M AWS Lambda has been retired from the IOT4BOS interface account. The replacement lambda in the main IOT4BOS interface is not usable by L2 for diagnostic, as it's log info is not enabled. Escalation to L3 is required if there is a need to check if mails have been sent to their intended recipients. (via their GraphQL restricted access)
How to change the time zone used in spreadsheet export file in IOT4BOS site contacts
English
chloe.maspimby@eu.corp.airliquide.com
11
Chloe MASPIMBY
Uncategorized
Published
2025-07-28 20:10:22
11
IT Knowledge
IoT4BOS
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NaN
NaN
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2024-07-05 17:31:46
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ALZ-AME-GCS-Remote Assets-L2
How to change the time zone used in spreadsheet export file in IOT4BOS site contacts KB Documentation Doc ID KB0040926 Version: 2.1.4 Status: INTERNAL Published date: July 20 2023 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Entitled Customer Details: Spreadsheet export file in IOT4BOS site contacts is generated using UTC+0 reported by a Singapore user for the site as attached. The user wants the spreadsheet export file to be generated using UTC+8 local time. How To do Something: To update the time zone used in spreadsheet export file, please click edit site. Enter 'City Name' in the city field. Click Save and the local time zone will be used based on the city. Brief Explanation of the reason: The time zone for the spreadsheet export file depends on the value for the city field in site contact. For example, if the field value is Singapore, then the time zone used is UTC+8 as attached. KnowledgeBase Article/Documentation: Happy reading and hopes it help for similar issue like ADHOC0904237 in the future. Thank you. Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
airliquide, change, chloe, com, contacts, corp, english, export, file, how, how to change the time zone used in spreadsheet export file in iot4bos site contacts, iot4bos, maspimby, maspimby@eu, site, spreadsheet, time, used, zone
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KB0038891
Data not received in ALTO
English
chloe.maspimby@eu.corp.airliquide.com
16
Chloe MASPIMBY
Uncategorized
Published
2025-07-28 16:58:40
9
IT Knowledge
ALTO, IoT4BOS
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2024-03-11 11:58:46
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ALZ-AME-GCS-Remote Assets-L2
Data not received in ALTO Incident analysis Last Update: 24/03/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Device is calling IOT4BOS, but no data received in ALTO BEFORE YOU START: STEPS: First diagnostic : search fo the device name and see the Site attached Observation : the Asset and the Device are not linked (not on the same line) POSSIBLE CAUSES: Explanation : The data is actually sent to ALTO, but the value in the LEVEL variable is not refreshed (not calculated from the device variable which is up to date) Solution : Configure de LEVEL variable LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service:ALZ - Remote Asset Configuration item: (if applicable) Situation: Assignment group (if not L1):
RMA Policy and Process for Lexa Gateway KB Documentation Doc ID KB0042526 Version: 2.1.4 Status: INTERNAL Published date: November 01 2023 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Entitled Customer Author: Pidiaen PUAH - pidiaen.puah@alizent.com Details: Advantech Europe RMA SERVICE POLICY Updated: 2021-05-19 PURPOSE ADVANTECH has established the following guidelines to provide Customers the best support and shortest turn-around time possible. Short glossary of acronyms used in policy AE Application EngineerAGS Advantech Global ServiceAPSC Advantech Service Center located in Poland, Warsaw. RMA service for area of EuropeBoard an electronic circuit board like: interface card or motherboardBTOS Build to Order ServiceCTOS Configure to Order ServiceDOA Dead On ArrivalEOL End Of LifeESD Electrostatic DischargeETA Estimated Time of ArrivalNPF No Problem FoundTAT Turn Around Time (time between receive and ship back by Service Center, working days)RMA Return Merchandise AuthorizationSLA Service Level AgreementSystem computer system containing key components like motherboard, power supply, interface boards, LCD screen etc 1. SERVICE FOR PRODUCT UNDER WARRANTY 1.1 Warranty Period 1. Standard Advantech branded off-the-shelf products and 3rd party off-the-shelf products used to assemble Advantech Configure to Order Service (CTOS) products are entitled to have 2 years complete and prompt global warranty service from the date of shipment. 2.All customized products by default carry a 15 months regional warranty service. The actual product warranty terms and conditions may vary based on sales contract. 3.All 3rd party products like HDD, RAM, CPU, LCD etc purchased separately will be covered by the original manufacturer's warranty and time period, and shall not exceed one year of coverage through Advantech. 4.All Advantech battery products by default carry a 12 months standard warranty. Advantech does not offer the extended warranty service for battery product. 1.2 DOA CASE If malfunction occurred during the first 30 days (45 days for Premier, Gold and Platinium Channel Partners), Advantech covers all transportation costs and makes repairs in the highest priority or organizes replacement. 1. Cross-Shipment Cross shipment is available under written SLA. DOA Cross-Shipment process excludes any customized and/or build-to-order CTOS/BTOS, T-PART products. Cross-Shipment is possible under following rules: a) the return in original box cannot be damaged, altered or marked, b) all parts and accessories must be included as originally shipped; Any returns that do not meet mentioned requirements above, or any wrong user settings/configurations will be denied, or subjected to additional handling/service charges. 2. Transport damages, box damages during transport All goods are shipped and delivered based on agreed Incoterms® 2010 rules in the purchase order and following the transfer of risks and responsibilities. 3. Mechanical damages In case when box was in good condition but mechanical damages was found (broken or bent chassis inside of cartoon) it need to be reported to RMA center immediately but no longer than within 14 working days after ship date from AESC. 1.3 Cost of transport (in warranty) DOA Advantech covers all costs of transport, before and after repair using UPS ExpressIn warranty but after DOA period: Advantech covers costs of transport after repair UPS SGS (standard ground service) 1.4 Repair Time (in warranty) For most cases repair time is up to 10 working days. In cases when Spare Parts are not available on stock repair time may be is increased up to 30 working days. In such situation RMA administration contacts with Customer and mutually aligns correct way how to solve issue. 1.5 Exclusions from Warranty Warranty has been voided by removal or alternation of product or part identification labels.Serial numbers are not readableThe product has been misused, abused, or subjected to unauthorized disassembly or modification;The product has been placed in an unsuitable physical or operating environment; improperly maintained by the customer; or failure was caused which ADVANTECH is not responsible for both by accident and other cause. Such conditions will be determined by ADVANTECH at its sole unfettered discretion.The product is damaged beyond repair due to a natural disaster such as a lighting strike, flood, earthquake, etc. 1.6 Authorization to disassembly or modification (in warranty) Any Customers modifications are possible only after written approval by Advantech Service Center 1.7 Warranty after repair (in warranty) Products after warranty repair or replacement keep an original warranty period. 1.8 NPF case (in warranty) NPF cost is 35EUR in all cases 2. SERVICE FOR PRODUCT OUT OF WARRANTY 2.1 Out of warranty service All Advantech products can be repaired after warranty period. Typical possible service period is up to 5 years after products EOL. Out of warranty process seems as follows: Customer issue RMA case in eRMA systemService Center issue quotation and send to Customer for approvalRepair starts after quotation approval. 2.2 Quotations Repairs of boards and modules: flat price depending on the price listRepairs of Systems: Labor 100EUR + Cost of materialNPF: 35EUR (regardless of the warranty type)Handling and troubleshooting costs in case of Quotation disagree 35EURService on demand: 1,5EUR/ minute + cost of spare partsCustomers with terms of payments PPD need pay under Proforma invoice. 2.3 Quotations preparation Boards and modules quotations are prepared automatically after receive stage in eRMA system. Only after quotation approval, unit is passed for engineer for checking and testing.Systems quotation is prepared by the engineer who checked and tested the product. The repair is started only after receive customers quotation approval. Each quotation decision has to be confirmed by CAPTCHA. Without such confirmation, quotation decision is no valid. For customers with PPD payment terms, after quotation approval, Proforma invoice is prepared. Repair process is started after the payment. 2.4 Quotation change Due to fact that during repair process some additional problems can be found quotation may change or repair may become impossible. We inform Customers about such cases in separate e-mail sent during repair process 2.5 Quotation disagree In case of DISAGREE on quotation on customers request we scrap units locally or we send back goods using our forwarder. For Customer individual request, we can use Customers forwarder account. 2.6 Cost of transport (out of warranty) Customer covers cost of transport both ways. 2.7 Repair Time (out of warranty) Typical repair time is 14 working days + time needed for quotation approval on Customer side. 2.8 Warranty after repair (out of warranty) If a product has been repaired by ADVANTECH, and within three months after such a repair the product requires another repair for the same problem, ADVANTECH will do this repair free of charge. However, such free repairs do not apply to products, which have been misused, abused, or subjected to unauthorized disassembly/modification; placed in an unsuitable physical or operating environment; improperly maintained by the customer; or failure was caused which ADVANTECH is not responsible for both by accident and other cause. 2.9 No possibility to repair case (out of warranty) In case when repair of out warranty product is impossible unit can be send back on Customer cost or be scrapped by service center locally. Scrap process is not available for Customers located outside of European Community and in such case goods must be sent back due to Custom law regulations on Customer cost. 2.10 NPF case (out of warranty) In case of DISAGREE on quotation we send back goods on Customer costs. For Customer individual request, we can use Customers forwarder account. 2.11 Custody of Products Submitted for Repair (out of warranty) ADVANTECH will retain custody of a product submitted for repair for one month while it is waiting for quotation approval. If the customer fails to respond within such period, ADVANTECH has right to close case and ship back on Customer cost. ADVANTECH will take reasonable measures to stay in proper contact with the customer during this one-month period. 2.12 Replaced components To protect our Natural Environment and to lower transportation costs we do not send back replaced components after repair. All components we scrap locally using authorized recycling company. Anyhow, if you are Customer located inside of European Community and due to some reasons you request to have all replaced components back please inform as by send e-mail to: recycling@advantech.com.pl. This notification must be done the same time (the same date) when quotation is being approved. If notification will be done later, it is possible that replaced components will be scrapped already. This components back procedure may be not available for Customers located outside of European Community due to Custom law regulations. 3. Repair process 3.1 Obtaining an RMA Number All returns from customers must be authorized with an ADVANTECH RMA (Return Merchandise Authorization) number. Any returns of defective units or parts without valid RMA numbers will not be accepted; they can be returned to the customer at the customers cost without prior notice. An RMA number is only an authorization for returning a product; it is not an approval for repair or replacement. When requesting an RMA number, please access ADVANTECHs RMA web site: https://erma.ADVANTECH.com.tw with an authorized user ID and password. Basic product and customer information describe the problems encountered in detail in Problem Description. Vague entries such as does not work and failure are not acceptable. If you are uncertain about the cause of the problem, please contact ADVANTECHs Application Engineers (AE). They may be able to find a solution that does not require sending the product for repair. The serial number of the whole set is required if only a key defective part is returned for repair. Otherwise, the case will be regarded as out-of-warranty. 3.2. Status of the repair Customers receive an automatic update about the repair process when following stages are completed: Receive Stage, Repair Stage and Ship Stage. An actual status of the repair can be checked on ADVANTECHs RMA web site: https://erma.ADVANTECH.com.tw through a particular RMA number. In case of any doubts or questions customer may contact Customer Service Specialist directly via email RMA.EUROPE@advantech.eu or via phone +48 (0) 22 315-11-00. Possible repair statuses Processing Repair process was started by our technicianReplacement A new unit is provided to customerPass to Factory Unit is passed to factory for further repair or analysisPending Customer Reply Service department waits for details and clarification form customer regarding failure of unitNo Problem Found (NPF) Reported problem was not duplicated by the technician and service department waits for details and clarification form customer regarding failure of unitPending Quotation Approval Service department waits for decision from customer regarding quotation (agreement or disagreement), payment (in case of customers with PPD payment terms), or customers PO number.Pending Parts Service department waits for parts which are needed to finish repairRework Service department performs rework of unit 3.3 Unit configuration during repair After repair units can be configured according to the latest manufacture/assembling documentation and BIOS can be updated to the latest one on Customer request. 3.4 Repair Report ADVANTECH returns each product with a standard eRma Repair Report which shows the result of the repair. 3.5 Special tests and special reports Special tests and special reports can be delivered and provided by special Customer request. Service center can charge Customer for non standard tests and documentation 3.6 Data keeping Advantech keeps files data according to individual repair case in the period of 3 years after repair finish. 3.7 Repair reclamation process Typical 2nd RMA rate is less then 0,5% monthly but in case of no proper repair please follow by rules 2nd RMA during 30 days is called RMA DOA. If problem occurs directly after repair which means within 5 working days after delivery to Customer site, APSC will cover cost of transport for 2nd repair both ways 4. Shipping 4.1 Preparing the packing RMA receipt must be printed and attached to the outside side of the box. Lack of RMA receipt may cause rejecting the package and sending it back without any further notice. We strongly recommend using original boxes if You cannot please pack Your goods very carefully. All products must be returned in properly packed safe ESD material or anti-static bags. We strongly recommend always add Packing List to all shipments also. Goods should be sent without accessories (manuals, cables, etc.). Remove any unnecessary components from the box such as CPU, DRAM, etc. please. If you send all these parts back (for example because this is DOA or just you believe they may be part of the problem), please note clearly that they are included in our database in the time when you request RMA number. ADVANTECH is not responsible for any items not listed. Please make sure the "Problem Description" is enclosed and enough comprehensive. Short information like: Not working mostly is not enough and increase time of troubleshooting. Please send Your goods to the following address: Advantech Poland Sp. z o.o.ul. Dzia?kowa 121B02-234 WarsawPOLAND 4.2 Clearance information (only for Customers located outside of European Community) We would like to ask European Customers located outside European Community to use UPS as forwarding company. Please prepare right invoice using following guidelines (suggest documents you can download from our website): Give a low value to the product on the invoice,Add information Invoice for custom purposes only with no commercial value, goods for repairAdd information about serial numbers warranty status and RMA numbersAdd information about Country of origin of goods Above information is important to decrease time of goods clearance. In addition, please attach an invoice with RMA number to the carton, then write the RMA number on the outside of the carton and attach the packing slip to save handling time. Please also address the parts directly to the Service Department and mark the package "Attn. RMA Service Department". 4.3 Ship back after Repair ADVANTECH obviously ships goods after repair by UPS Standard. Per customer requirement, other express services can be adopted, such as DHL, FedEx and etc. If this is a case Customer must bear the costs of such alternative shipment. If you require any special arrangements, please indicate this when you fill request form at erma.advantech.com.tw database. For out-of-warranty cases, customers must take care and cover the cost of both outward and inward. 4.4 Reclamation of shipping Customer can make reclamation in following cases: Box and goods inside are mechanically broken after repairAccessories or additional equipment (CPU, RAM, HDD etc.) were missing In case when box is damaged Customer needs to request damage protocol to UPS courier. Copy of this protocol should be send to RMA administration. Customer can place reclamation of shipping in 5 working days after receiving goods on Customers site. After that time any reclamation will not be approved in Advantech. 5. Standards and Certificates Service center has ISO 9001:2015 and ISO 13485:2016 TUV certification. Copy of certificate can be delivered upon Customer request. 6. Worldwide services For Customers who delivered goods to other region than Europe we support services in Japan, America, China and Taiwan. For more details please contact RMA administration. 7. Data security Customers are obligated to archive all data and delete all confidential and sensitive data before shipping back the goods for repair. During repair process it may happened that data will be deleted during system restoration. More information about Customer Data Protection can be found here: https://erma.advantech.com.tw/CUST/Home/ADVANTECH_RMA_SECURITY_POLICY 8. Prices of Extended Services 9. Contact window to RMA administration: Advantech Poland Sp. z o.o. Regional Service Center Europe address: ul. Dzia?kowa 121B, 02-234 Warsaw, POLAND phones: +48 (0) 22 315-11-00 eMail: RMA.EUROPE@advantech.eu Please rate this article This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. li > a { border-radius: 0; } .purpose { padding-left: 20px; margin-top: 20px; } .purpose h4 { color: red; font-size: 15px; font-weight: bold; } .titles_content h4 { margin-top: 24px; } .img-content img { text-align: left; margin: 0; padding: 0; } -->
Date : October 1st 2019 Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. This MIR is updated with the MIR Google doc The updates will be reported in each MIR every Monday morning (GMT+2) during the transition phase of the MIR migration in MMS. Last manual matching : 03/01/2020 Major Incident Report Shared Drive/Folder - Access Issue INC0500409 - October 1nd, 2019 Timezone : GMT Total outage duration : 1 Hours 55 Minutes Executive Summary Classification : Major business apps outage On October 1st, 2019 at 07:05am GMT-5, Multiple Users reported an incident, impacting all users accessing the E&C shared folders and the Tufin system located at US209 in Houston. The symptoms of the incident were : a total loss of user access to the E&C shared folders and Tufin system located at US209. The a priori root cause was that Following CHG0088962 to reboot the core switches at US209, a routing issue occurred that did not present itself until several hours after the change was completed. The routing issue prohibited all users from being able to access the network segments at US209 housing the E&C shared folders and the Tufin system. The resolution of the incident consisted in : the routing issue was corrected by a configuration change to the core switches at US209 allowing routes to be shared between the core switch and the access switch, restoring user access to these network segments. On October 1st, 2019 at 09:00 am GMT-5 local time, the incident is resolved, leading to a service disruption of 1 Hour 55 Minutes A priori root cause Following CHG0088962 to reboot the core switches at US209, a routing issue occurred that did not present itself until several hours after the change was completed. The routing issue prohibited all users from being able to access the network segments at US209 housing the E&C shared folders and the Tufin system. Major steps leading to incident resolution October 2nd, 2019 07:54 : Incident upgraded to P1 and routed to the network team. 08:18 : The incident is assigned to L3 for investigation. 09:00 : A routing issue related to CHG0088962 was identified and corrected. Access to the resources was restored. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041581. Version: V1.0 Date: November 4th 2019 Author(s): Chris VOROUS-SC Service Manager validation Date: Approver(s): Service Director validation Date: Approver(s):
MIR INC0846123 - Airgas Citrix Users Unable to launch application from PCs and Thin Clients (Nov
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christian.mccomas@am.corp.airliquide.com
6
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-07-25 13:59:26
35
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GIO-CS-AMER-CITRIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas Citrix Users Unable to launch applications from PCs and Thin Clients INC0846123 - November 22nd, 2021 Timezone : GMT Total outage duration : 11 Hours 16 Minutes Executive Summary Classification : Major business apps outage On November 22nd, 2021 at 19:32 GMT Airgas users reported that they were unable to launch the SAP application, as well as other minor applications. The symptoms of the incident were 1200 users were unable to launch needed business applications from their desktops or thin client devices. The a priori root cause was that the a change (CHG0137118) conducted over the weekend had a negative impact on user access requests, when workloads increased during business hours. The resolution of the incident consisted in replacing the underperforming system with a higher performance configuration to meet the usage needs. On November 23rd, 2021 at 06:44 GMT, the incident is resolved, leading to a service disruption of 11 Hours 16 Minutes Major steps leading to incident resolution1 November 22nd, 2021 AWS Case logged - 9240545851 (Severity - Production system impaired) GIO AWS escalation tree followed (link) Attempted to increase the existing AWS FSx system throughput capacity - Update from 64 MB/s to 128 MB/s.. AWS estimated 18 hours to complete. Created a new AWS FSx system with a higher performance /throughput capacity of 256MB/s Resynced content changes from existing to new Nov 23 1:00 AM EST - Cutover to the replacement AWS FSx system 1:45 AM - Incident marked as resolved. Scheduled Hypercare bridge for business hours from 7:30 AM to 11:30 AM. Initial root cause Amazon FSx for Windows File Server customer facing monitoring showed no issues with network or storage, AWS vendor backend monitoring showed underlying service bottlenecks on the nodes, there was a file replication issue between the primary and secondary nodes, this could have been the cause of the high latency /low performance our users experienced. AWS to provide RCA. This aligns with the change to multi-AZ FSx that occurred during the weekend maintenance but was not visible until under full traffic load. Actions plan Airgas Citrix AWS FSx system has been reset to a higher performance configuration - Completed. AWS to provide RCA for Amazon FSx for Windows File Server, expected to be provided on Monday Dec 13, 2020. Provided, but follow on meeting with AWS is planned as questions remain. AWS is working on scheduling with us. Create new cutover plan from AWS provided RCA recommendations. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042935.
MIR INC0687887 - Airgas Citrix Users unable to launch applications - ARGP400001359
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christian.mccomas@am.corp.airliquide.com
1
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:22:28
18
Major Incident Reports
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MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas Citrix Users unable to launch applications - ARGP400001359 INC0687887 - January 28th, 2021 Timezone :GMT- Total outage duration : 9 Minutes Executive Summary Classification :Major business apps outage On January 28th, 2021 at 07:30 GMT -5 Airgas Help desk reported an incident, affecting Airgas Citrix Users unable to launch applications and impacting users. The symptoms of the incident were Airgas Citrix Users unable to launch applications. Users were displayed a message that the application was not available. The root cause was that 1 of 60 in the server farm ran out of disk free space preventing new requests to launch applications. The resolution of the incident consisted of disabling logins on the affected server then powering off the server. On January 28th, 2021 at 07:40 GMT-5 the incident is resolved, leading to a service disruption of 9 Minutes Major steps leading to incident resolution1 January 28th, 2021 07:30 - Airgas Help desk begins reporting Citrix Users unable to launch applications. Begin investigating. 07:40 - Problem server (1 of 60) identified and disabled logins, removing the server from the server farm. 07:45 - Problem server sent power off and force power off commands to release sessions hung by this server 07:55 - Problem server finally powers off. 08:00 - Help desk confirms Citrix Users are now able to launch applications. 08:00 .. 10:00 - Citrix team manually check the free space across all 180 Airgas Citrix XenApp servers. 5 were found with 1GB of free space.. Team proactively disabled logins on these 5 voiding a reoccurrence. 10:35 - Help desk reports a few of the Citrix Users (~20-30) impacted during the prior occurrence were still having an issue. 10:45 - Identified these users session profiles were locked preventing them from launch applications. 10:50 .. 12:50 - Begin closing this file lock for reported users. Then cleared all remaining locks for non reported users. 12:50 - Close. Initial root cause 07:40 - Server SCAG-XAPP-2003 had no remaining free space with no user logins, making this server the preferred/ least used in the farm to be used. This prevented Airgas Citrix Users unable to launch applications. Actions plan Expand Airgas Citrix XenApp IMAGE(S) Volume/ Disk from 60GB to 70GB (+10GB) - CS (Citrix) Team Airgas Citrix XenApp IMAGE(S) Storage Optimization from GP2 to GP3 - CS (Citrix) Team Correct SolarWinds monitoring for Low Disk Space Alerts on Airgas Citrix XenApp servers - TCS Team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042366.
MIR INC0855559 - AWS East is experiencing an outage that is impacting multiple applications. (Decemb
English
christian.mccomas@am.corp.airliquide.com
6
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-07-25 13:59:22
18
Major Incident Reports
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GIO-CS-AMER-RETIRED-AWS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AWS East is experiencing an outage that is impacting multiple applications. INC0855559 - December 7th, 2021 Timezone : GMT Total outage duration : 8 Hours 21 Minutes Executive Summary Classification : Major connectivity outage On December 7th, 2021 at 18:28 GMT Monitoring reported an incident, affecting AWS vendor in US-East-1 Region, impacting all customers. The symptoms of the incident were some Air Liquide applications dependent on AWS vendor services, including AP Invoice Intake, Nexus and Maleo, and the technical teams' access to the AWS environment were impacted. The a priori root cause was that the AWS vendor had a service outage in US-East-1 Region. The resolution of the incident consisted of AWS resolving the issue and restoring service. Some workarounds were implemented to lesson the impact during the incident. On December 8th, 2021 at 02:46 GMT, the incident is resolved, leading to a service disruption of 8 Hours 21 Minutes Major steps leading to incident resolution1 December 7th, 2021 AWS vendor communications: 08:22 AM PST We are investigating increased error rates for the AWS Management Console. 08:26 AM PST We are experiencing API and console issues in the US-EAST-1 Region. We have identified root cause and we are actively working towards recovery. This issue is affecting the global console landing page, which is also hosted in US-EAST-1. Customers may be able to access region-specific consoles going to https://console.aws.amazon.com/. So, to access the US-WEST-2 console, try https://us-west-2.console.aws.amazon.com/ 08:49 AM PST We are experiencing elevated error rates for EC2 APIs in the US-EAST-1 region. We have identified root cause and we are actively working towards recovery. 08:53 AM PST We are experiencing degraded Contact handling by agents in the US-EAST-1 Region. 08:57 AM PST We are currently investigating increased error rates with DynamoDB Control Plane APIs, including the Backup and Restore APIs in US-EAST-1 Region. 09:01 AM PST We are investigating increased error rates for the Support Center console and Support API in the US-EAST-1 Region. 09:08 AM PST We are experiencing degraded Contact handling by agents in the US-EAST-1 Region. Agents may experience issues logging in or being connected with end-customers. 09:18 AM PST We can confirm degraded Contact handling by agents in the US-EAST-1 Region. Agents may experience issues logging in or being connected with end-customers. 01:55 PM PST We continue to see increased error rates for the Support Center console and Support API in the US-EAST-1 Region. Support Cases successfully created via the console or the API may not be successfully routed to Support Engineers. We continue to work toward full resolution. 02:54 PM PST We have temporarily disabled event deliveries in the US-EAST-1 Region. Customers who have EventBridge rules that trigger from 1st party AWS events (including CloudTrail), scheduled events via CloudWatch, events from 3rd parties, and events they post themselves via the PutEvents API action will not trigger targets. These events will still be received by EventBridge and will deliver once we recover. 03:00 PM PST We have re-enabled event deliveries in the US-EAST-1 Region, but are experiencing event delivery latencies. Customers who have EventBridge rules that trigger from 1st party AWS events (including CloudTrail), scheduled events via CloudWatch, events from 3rd parties, and events they post themselves via the PutEvents API action will be delayed. 03:13 PM PST Between 7:33 AM and 2:25 PM PST, we experienced increased error rates for the Support Center console and Support API in the US-EAST-1 Region. This resulted in errors in creating support cases and delays in routing cases to Support Engineers. The issue has been resolved and our Support Engineering team is responding to cases. The service is operating normally. 03:23 PM PST We continue to see increased error rates and latencies for invokes in the US-EAST-1 region. We have identified the root cause and are working towards resolution. 03:31 PM PST Between 7:32 AM and 3:10 PM PST we experienced increased API error rates in the US-EAST-1 Region. The issue has been resolved and the service is operating normally. 03:32 PM PST ECS has recovered from the issue earlier in the day, but we are still investigating task launch failures using the Fargate launch type. Task launches using the EC2 launch type are not impacted. 03:40 PM PST Between 7:40 AM and 2:25 PM PST, we experienced increased error rates with DynamoDB Control Plane APIs, including the Backup and Restore APIs in US-EAST-1 Region. Data plane operations were not impacted. The issue has been resolved and the service is operating normally. 04:05 PM PST We continue to see increased error rates and latencies for invokes in the US-EAST-1 region. We have identified the root cause and are continuing to work towards resolution. 04:07 PM PST We have identified the root cause of increased delay in job state transitions of AWS Batch Jobs in the US-EAST-1 Region and continue to work toward resolution. 04:25 PM PST We are seeing improvements in the error rates and latencies in the AWS Management Console in the US-EAST-1 Region. We are continuing to work towards resolution 04:31 PM PST We continue to see event delivery latencies in the US-EAST-1 region. We have identified the root cause and are working toward recovery. 04:41 PM PST We have seen improvement in error rates and latencies for invokes in the US-EAST-1 region. We continue to drive towards full recovery. 04:44 PM PST ECS has recovered from the issue earlier in the day. Task launches using the EC2 launch type are fully recovered. We have identified the root cause for the increased Fargate launch failures and are working towards recovery. 04:47 PM PST We are seeing improvements to contact handling in the US-EAST-1 Region. We are continuing to work towards resolution 05:10 PM PST Between 7:25 AM PST and 4:47 PM PST we experienced degraded Contact handling, increased user login errors, and increased API error rates in the US-EAST-1 Region. During this time, end-customers may have experienced delays or errors when placing a call or starting a chat, and agents may have experienced issues logging in or being connected with end-customers. The issue has been resolved and the service is operating normally. 05:14 PM PST Between 7:32 AM to 4:56 PM PST we experienced increased error rates and latencies for the AWS Management Console in the US-EAST-1 Region. The issue has been resolved and the service is operating normally. 05:20 PM PST We have seen improvement from the delay in job state transitions of AWS Batch Jobs in the US-EAST-1 Region and continue to work toward resolution. 05:23 PM PST Between 9:02 AM and 5:01 PM PST we experienced increased error rates and latencies for invokes in the US-EAST-1 Region. The issue has been resolved and the service is operating normally. 05:31 PM PST ECS has recovered from the issue earlier in the day. Task launches using the EC2 launch type are fully recovered. We have identified the root cause for the increased Fargate launch failures and are starting to see recovery. As we work towards full recovery, customers may experience insufficient capacity errors and these are being addressed as well. 06:00 PM PST Event delivery latency for new events in the US-EAST-1 Region have returned to normal levels. We continue to process a backlog of events. 07:30 PM PST ECS has recovered from the issue earlier in the day. Task launches using the EC2 launch type are fully recovered. Fargate task launches are currently experiencing increased insufficient capacity errors. We are working on addressing this. In the interim, tasks sizes smaller than 4vCPU are less likely to see insufficient capacity errors. 08:02 PM PST Improvement from the delay in job state transitions of AWS Batch Jobs in the US-EAST-1 Region is accelerating, we continue to work towards full recovery. 08:29 PM PST Between 7:35 AM and 8:13 PM PST, we experienced increase job state transition delays of AWS Batch Jobs in the US-EAST-1 Region. The issue has been resolved and the service is now operating normally for new job submissions. Jobs that were delayed from earlier in the event will be processed in order until we clear the queue. 08:53 PM PST We are experiencing increased latencies and failures in launching CloudShell environments in the US-EAST-1 Region. 09:21 PM PST Between 7:30 AM and 8:40 PM PST we experienced elevated event delivery latency in the US-EAST-1 Region. Event delivery latencies have returned to normal levels. Some CloudTrail events for API calls between 7:35 AM and 6:05 PM PST may be delayed but will be delivered in the coming hours. 09:26 PM PST Between 7:05 PM and 9:15 PM PST we experienced increased latencies and failures launching CloudShell environments in the US-EAST-1 Region. The issue has been resolved and the service is operating normally. 11:01 PM PST ECS has recovered from the issue earlier in the day. Task launches using the EC2 launch type are fully recovered. Fargate task launches are currently experiencing increased insufficient capacity errors. We are working on addressing this and have recently seen a decrease in these errors while continuing to work towards full recovery. In the interim, tasks sizes smaller than 4vCPU are less likely to see insufficient capacity errors. Dec 8, 2:29 AM PST Between 7:31 AM PST on December 7 and 2:20 AM PST on December 8, ECS experienced increased API error rates, latencies, and task launch failures. API error rates and latencies recovered by 6:10 PM PST on December 7. After this point, ECS customers using the EC2 launch type were fully recovered. ECS customers using the Fargate launch type along with EKS customers using Fargate continued to see decreasing impact in the form of insufficient capacity errors between 4:40 PM PST on December 7 and 2:20 AM on December 8. The service is now operating normally. A small set of customers may still experience low levels of insufficient capacity errors and will be notified using the Personal Health Dashboard in that case. There was no impact to running tasks during the event although any ECS task that failed health checks would have been stopped because of that failing health check. Initial root cause AWS vendor RCA expected to be received on Monday Dec 13. - Completed Actions plan Recommend Application Owners leverage Multi-Region Active-Active Application Architecture Design Check for AWS SLA credits External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042982.
MIR INC0607951 - eCommerce (airgas.com) website and all Hybris applications are do (July 17th, 2020)
English
christian.mccomas@am.corp.airliquide.com
3
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:16:07
16
Major Incident Reports
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GIO-CS-AMER-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report eCommerce (airgas.com) website and all Hybris applications are down INC0607951 - July 17th, 2020 Timezone : EST Total outage duration : 2 Hours 16 Minutes Executive Summary Classification : Major business apps outage On July 17th, 2020 at 17:04 EST, Application monitoring indicated storage resources were offline for the Airgas eCommerce Oracle database. The symptoms of the incident were that the Oracle application was unable to access the database as the database showed as hung, and the storage as offline. The root cause was that a storage path for server node2 (saagebzprddb02) was momentarily offline, without Oracle application level redundancy enabled, and interrupted the availability of the database. The resolution of the incident consisted of enabling the services through node2 (saagebzprddb02) and later enabling them on node1 (saagebzprddb01). Additionally, the Oracle application is now configured to leverage the existing storage infrastructure redundancy by enabling multiple paths into the storage system. On July 17th, 2020 at 19:20 EST, the incident is resolved, leading to a service disruption of 2 Hours 16 Minutes Major steps leading to incident resolution1 July 17th, 2020 2:55 PM - Checking through the server logs, we see storage errors from the database servers. 3:03 PM - App Team receives a message from Oracle RAC monitoring script indicating that ASM Data Group resources are offline on node 1 and sends messages to SDM via Google Hangouts that saagebzprddb01 is down but that Oracle is running on saagebzprddb02. Message sent to Leena, Biren and DJ as well 3:10pm - SDM checks with Linux Team and App Team checks messages in the alert log that indicate the problem is with the storage system. Alert log messages are being sent to SDM - message attached . 3:20pm - SDM schedules a Google meeting with App Team and Linux Team . App Team indicates that the storage team has to be involved in problem resolution. Oracle runs on the second node and Hybris application is operational, but load is not balanced and problem has to fixed quickly 3:40pm - App Team finds messages in the database alert log indicating problems with ASM DATA groups with details and send messages to SDM - see attached message. 4:00pm - App Team wants to schedule database and archived log backups from the second node, since there is no ETA when the first node will be available. App Team asks SDM to mount the oracle backup directory /oraback on the second node . 4:50pm - App Team scheduling Archived log backup from the second node. During Archived logs backup access to the data group that holds the archived logs is being accessed, but appears to be inaccessible. The Database hangs. App Team informs SDM about the problem. 5:04pm - Rackspace alert that airgas.com is unavailable 5:18pm - Airgas iSupport P1 opened -- Date/Time Created: 7/17/2020 5:18 PM EST 5:40pm - TCS rebooting saagebzprddb01 5:57pm - Science Logic Event: [Device not responding to critical ping] for [saagebzprddb01.airgas.com] [Class Linux] in [AirLiquide Ashburn] -- Fri, Jul 17, 2020 at 5:57 PM 6:00pm - Node 1 responding to ping 6:05pm - App Team checking Node 1 to see what is up 6:08pm - Node 1 is up, but Oracle ASM is not starting. TCS Oracle DBA is checking 6:10pm - Mehmet asked to check for raw disk locks 6:15pm - ADMIN - sees multi path messages, shows online 6:22pm - Linux Team says there are 127 disks allocated to the Node 1 6:25pm - SDM is seeking TCS Oracle SME’s to assist App Team 6:27pm - TCS DBA Team is on the bridge and is saying there is IO communication to the disk 6:32pm - Linux Team has created an userid for TCS DBA Team on node 2 6:39pm - TCS DBA Team showing that the database on saagebzprddb02 is stuck. 6:40pm - TCS DBA Team on with App Team telling her what to do. 6:49pm - TCS DBA Team is suggesting on node 2 to change the archive log to a different disk 6:50pm - Checked if Oracle (vendor) has joined call, - NOT Joined 6:54pm - TCS DBA Team is saying FRA diskgroup is missing disks. Disk 4 is missing from group number 4. Error occurred during the startup of the database on saagebzprddb02. Changed the pfile parameter for the archive log destination to ARGP_DATA 6:58pm - Checking for disk issues. 6:59pm - Hybris database started pointing to a new archive log destination disk and is in the Cluster. New Archive dest is 500GB, 182GB free. 7:00pm - TCS with the help of the vendor (Hitachi) identified one port on the Core Fabric B switch throwing Low Light Errors. 7:02pm - FRA disk group is not visible 7:06pm - wM connection to Oracle db is working 7:15pm - Hybris connected. Team taking down the maintenance page. Discussing potential issues when the other node is back and confirming archive log. The App Team confirmed she has backups to local working 7:20pm - Site is up and maintenance page down.; Manual processes needed for archive/backups until the issue is resolved. TCS is offering to do the manual processes 8:45pm - SFP on one port of the Core Fabric B switch was replaced 10:00pm - App Team stops the CRS services on the second node - saagebzprddb02 10:10pm - Node2 (saagebzprddb02) was rebooted to enable Multipathing. 10:30pm - App Team starts the CRS services and Oracle instance on the second node. Oracle RAC is working on both nodes Initial root cause 14:55 : Storage Fabric “blip” occurred momentarily disrupting connectivity to the ORACLE RAC/ASM diskgroup storage resources which caused the unavailability of node1 (saagebzprddb01). This did not cause an application outage as the service was available on node2 (saagebzprddb02). 17:04 : Storage Fabric “blip” occurred momentarily disrupting connectivity to the ORACLE RAC/ASM diskgroup storage resources which caused the unavailability of node2 (saagebzprddb02). This caused an application outage as the service was unavailable on both node1 (saagebzprddb01) and node2 (saagebzprddb02). Investigation found both servers received storage errors and it was later confirmed that Oracle RAC/ASM application was not configured to utilize storage multipathing. Oracle RAC/ASM not configured to utilize storage multipathing was the root cause of the database service outage. Actions plan Detailed RCA from the Vendor, TCS, EMC, Hitachi, Oracle, Red Hat Validate and confirm monitoring is in place for leveraged storage devices (end to end), TCS Explore host based options to monitor multipath events/failures, TCS Explore host based options to monitor any hardware failures, TCS Explore host based options to validate multipathing is fully functional from OS and ORACLE RAC/ASM, TCS, App Team Perform host based options to test Multpathing at the OS and ORACLE RAC/ASM levels, TCS, App Team, TCS, App Team Schedule quarterly ORACLE RAC/ASM drills to validate the redundancy above at application and infrastructure levels, TCS, App Team As part of eCommerce stabilization on the existing infrastructure, include the required redundancy joint review/audit for the database, TCS, App Team Fully document end to end points from server to storage and network, TCS Hold training sessions with the MIM team to give them a better understanding of the application/environment, TCS Provide document to customer (GIO, Airgas) the procedures for raising an identified problem, TCS, GIO, Airgas External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042036.
MIR INC0724816 - Airgas SAP PE1 DB server was temporarily unresponsive
English
christian.mccomas@am.corp.airliquide.com
4
Michael FECSKO
Uncategorized
Published
2022-02-03 15:32:28
3
Major Incident Reports
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0
2021-04-15 4:09:31
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GIO-CS-AMER-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas SAP PE1 DB server was temporarily unresponsive. INC0724816 - April 13, 2021 Timezone : GMT Total outage duration : 0 Hours 8 Minutes Executive Summary Classification : Major business application outage On April 13, 2021 at 2:52pm GMT (10:52am EST), the Airgas helpdesk reported an incident, affecting Airgas applications and users of SAP PE1 DB server. The symptoms of the incident were Airgas applications dependent on Airgas SAP PE1 DB experienced timeouts and slow performance. The a priori root cause was later identified on 4/14 as caused when the backup server ran out of available temporary storage free space to collect the running backup data causing the server to become unresponsive until the storage was expanded at 10:59am. The resolution of the incident was to take no action, the Application owners confirmed the system was responsive when the teams joined the call. Support teams then started analysis to identify the root cause. On April 13, 2021 at 3:00pm GMT (11:00am EST), the incident was resolved, leading to a service disruption of 0 Hours 8 Minutes. Major steps leading to incident resolution1 April 13, 2021 (EST) 11:00 - 11:45am - TCS Towers checked Host, Storage, Network, and Backup, no issues were found. 11:00 AM - Loren reports all seems to be fine as well. 11:05 AM - Kevin reported that the DCs now are reporting things are fine. 11:05 AM - DJ reported www.airgas.com was slow through the WAF prior to 11:00am. 11:10 AM - Loren reported seeing a CLbackup process as the top process consuming CPU. The CommVault Services were stopped, which killed the running backup. 11:15 AM - Pierre joined to check WAF for increased traffic during this time. 11:28 AM - did see 2ms to 13ms logfile sync times (not 100’s ms) but should have been non impactful 11:30 AM - Provided MAC addresses to TCS network tower 11:35 AM - Loren showed through Galileo that a bunch of powerdisk had high Disk service times. 11:42 AM - Network team reports no issues and no errors 11:45am - Bridge ended, TCS Towers were to gather a listing of all activity between 10:00 and 11:00am to help identify possible causes. April 14, 2021 (EST) 11:00 - 11:45am - TCS Towers analysis concluded that a related issue was identified and fixed during this period, the backup server ran out of available temporary storage free space to collect the running backup data causing the Airgas SAP PE1 DB server to become unresponsive until the storage was expanded at 10:59am. Backup team also found the backup templates (what is being backed up) were not the same on both primary and secondary cluster nodes. The secondary node was missing exclude data file systems. This is now corrected. Initial root cause A long running backup job may have used too much system resources prior to completing. A related issue was later identified and fixed during this period, the backup server ran out of available temporary storage free space to collect the running backup data causing the SAP PE1 DB server to become unresponsive until the storage was expanded at 10:59am. Actions plan Backup team to automate the notification of any backups running longer than 12 hours. -TCS Backup team to check with Tower teams to validate the backup templates (what is being backed up). -TCS Backup team to check with Tower teams to validate the backup templates for Cluster server to make sure primary and secondary nodes are configured the same. -TCS Incorporate the Galileo DISK thresholds into SolarWinds. -Airgas w/ TCS Request Airgas to Add CS/TCS to Galileo DISK thresholds email alerts. -CS Check that the argsapprdsdb1 backup is running with a new template. -TCS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042504.
MIR INC0628427 - AME - Servitrax App - Unable to Access PROD Servers from Internet (September 11th,
English
christian.mccomas@am.corp.airliquide.com
16
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:18:25
16
Major Incident Reports
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GIO-CS-AMER-IaaS Windows VM Public Managed
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NaN
NaN
1
2020-09-11 18:48:29
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GIO-CS-AMER-RETIRED-AWS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AME - Servitrax App - Unable to Access PROD Servers from Internet INC0628427 - September 11th, 2020 Timezone : EST Total outage duration : 45 Minutes Executive Summary Classification: Major business apps outage On September 11th, 2020 around 11:43 EST, users reported an incident affecting the Servitrax application. Handheld device users were unable to access the application from the Internet. This affected all locations in Canada and impacted up to 150 users. The symptoms of the incident were Servitrax handhelds failed to connect to the Servitrax application server from the internet. The primary root cause was that a required security group that allowed web access from the AWS Virginia availability zone was removed as part of a scheduled security group remediation activity under approved change #CHG0108856, which was approved August 28th as a normal change. This change allowed for security groups to be cleaned up as needed during the required security remediation. This rule was flagged for removal as non-compliant due to allowing port 80 access and not secure port 443 access. This was the 61st change of the 100 planned within that change request. This change was not expected to impact users. The resolution of the incident consisted in adding back the removed security group to the instance, allowing the handhelds to access the application again.On September 11th, 2020 at 12:28 EST, the incident is resolved, leading to a service disruption of 45 Minutes Major steps leading to incident resolution1 September 11th, 2020 11:27 EST : End user opened TKT via the My IT Corner portal 11:56 EST : AL Service desk opens INC0628415 as a P3 and assigns to GIO-NET-SUPPORT L1 11:57 EST : AL Service desk reassigns back to AL service desk queue 12:03 EST : Raises to a P1 and assigns back to GIO-NET-SUPPORT L1 (there was no escalation to the MIM) 12:11 EST : MIM sees P1 email and sends MIR3 notification to engage GIO resources to join Major Incident Google hangout 12:11 EST : While still in GIO-NET-SUPPORT L1 queue AL servicedesk lowers to a P2 12:15 EST : Identified that access to the web site was blocked from reaching the web server 12:20 EST : Identified that the load balancer was not passing traffic to the web server as it saw it as not active. 12:25 EST: Determined that the security group setting did not allow the traffic, and that this related to a rule removed as part of the security group clean up, as rule was believed to be obsolete. 12:28 EST : The rule was reinstated, allowing traffic to the web server Initial root cause 12:28: Removal of security access settings that were still needed for hand held access to Servitrax, done under a planned security group remediation activity, caused the service outage. Actions plan A stoppage of the remaining production security group clean up under CHG0108856 was initiated.-PTASK0010718 Confirmation of approval to proceed under the existing change will be requested and obtained, or a new change will be submitted. The balancing of time to complete the required cleanup, versus production maintenance window usage will again be discussed during the change board meeting, and a scheduled emergency change type will be used if required.-PTASK0010719 Obtain clarification of the policy for firewall and security group change types.-PTASK0010720 Create Standard change template for Security Group Changes Document if an exception for port 80 traffic can remain for the hand held device access, and if not remove the rule again in coordination with the application team ensuring secure port 443 access is used.-PTASK0010721 Clarify the security rule exception process and that it is incorporated in the security compliance findings process. Review AL service desk handling of incident Work with MMS process owners to correct issues with CS business service. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042120.
MIR INC0817511 - Airgas eBusiness Admin node is not able to connect to Hybris (September 30th, 2021)
English
christian.mccomas@am.corp.airliquide.com
2
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:22:27
24
Major Incident Reports
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GIO - SEC - Datacenter Firewall
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NaN
NaN
0
2021-09-30 17:03:10
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GIO-CS-AMER-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas eBusiness Admin node is not able to connect to Hybris database server INC0817511 - September 30th, 2021 Timezone : GMT Total outage duration : 27 Minutes Executive Summary Classification : Major business apps outage On September 30th, 2021 at 14:20 GMT, application team reported the Airgas eBusiness Admin server was not able to connect to Hybris database server, affecting Airgas Service Teams. The were not able to service any customer support requests; setup/change new customers, reset passwords, etc. during the issue. The symptoms of the incident were the Airgas eBusiness Admin server was not able to resolve the name of the Hybris database server using DNS. The primary root cause was that system DNS configuration was missing on the Airgas eBusiness Admin server. The resolution of the incident consisted in restoring DNS configuration on the Airgas eBusiness Admin server. On September 30th, 2021 at 14:47 GMT, the incident is resolved, leading to a service disruption of 27 Minutes. Major steps leading to incident resolution1 September 30th, 2021 -- GMT 02:26 PM : ARGP400001495 -Emergency Priority Problem was created 02:30 PM : DNS issue was identified via NSLookup, so Linux team checked /etc/resolv.conf file and found that entries were missing. 02:37 PM : Linux team restored the/etc/resolv.conf file and DNS is now working on argebzhss01 server. 02:47 PM : App teams confirmed that Airgas.com is up and running without any issues. 02:49 PM : Shiva confirmed that they can login and edit the data field now successfully. 02:53 PM : App teams confirmed that the issue is resolved, and all works as expected. Call concluded. Initial root cause The primary root cause was that system file (resolv.conf) used for DNS resolution was missing the data. Actions plan Modify network manager configuration to prevent resolv.conf changes on all Linux servers - TCS Linux Team Enable persistent shell history for root user on all Linux servers - TCS Linux Team Log collection and review of all the user logons, syslogs, service stops and starts, etc.. during the outage window, to see if source of change could be confirmed. - TCS Linux Team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042839.
Elasticsearch - How to populate Windows 10 Monitoring Tool
English
christian.sanchez@eu.corp.airliquide.com
40
Marc CONSTANS
Windows - Storage / Performance
Published
2025-07-29 1:52:43
32
IT Knowledge
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BSE-OPS-ManageApps
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NaN
NaN
13
2019-07-22 15:20:31
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BSE-SD Group
Windows 10 Migration Monitor Index Needs - Requirements Solution Proposed Procedure Control Appendix Need - Requirements We need to have a near to real time overview of our workstations deployed in particular regarding the Operating System running on the machines. In order to proceed, we have today 4 sources of data from which we need to extract the exact state of each workstation. Moreover, as the sources of data are distinct, the status of each workstation may differ. The objective is to be able to have follow up dashboards of Windows 10 deployment through the 4 sources and also be able to identify the incoherences between sources of data in order to initiate corrective actions. Final goal is to have the more coherent listings across the 4 repositories in order to identify the good workstations from the bad ones. The 4 sources are the following: Service Now Based on the "Workstation View", a CSV extract of every workstation https://airliquide.service-now.com/nav_to.do?uri=/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1 Criteria : Customer (Entity) contains "SEPPIC" or "FR-BIOTECH" or "FR-SERDEX" or "US-POLYKON" It is mandatory to respect the following columns list and specific Order "name", "model_id", "chassis_type", "assigned_to", "os_domain", "os", "asset.install_status", "sys_class_name", "vendor", "serial_number", "u_last_user", "u_last_connected_user", "location", "department" Active Directory Based on a Seppic's Powershell script generating a CSV from Active Directory Criteria : Every Workstation which belongs to the AD group "BIS-SEPPIC" Symantec Enterprise Portal (SEP) Based on a CSV extract provided by SEP and stored in the Google Drive. Usually the most recent ZIP within the folder https://drive.google.com/drive/folders/1zpqDdIgVq4rshffWAaGhQtHAGgQlIqt6 Example of file : Extract_INV_SEP_PROD_20191507.zip Criteria : Every Workstation of Air Liquide Self Inventory of Seppic workstations Based on script deployed by GPO on every machine of the BIS-SEPPIC Domain. Every time the script is executed, results are stored in a central MySQL database, including Workstations and Softwares deployed. Criteria : Every Workstation of BIS-SEPPIC Domain. Solution Proposed The main idea of the solution is to : Collect and store each data from each source in a common repository Be able to search, identify, isolate every "Non Coherent" data Ex: A workstation is declared as inactive in AD, but declared "In Use" in Service Now) Be able to proceed to visual analysis on each source of data Ex: Display graphic evolution of workstations over time Be able to "Fusion" every data from every source, in order to establish a full list of workstations and identify the ones which are not present or are different between sources of data. The proposed solution uses an Elasticsearch solution to index and analyse data. The process is mainly divided in the following steps Extract CSV data from Service Now Web Application Download CSV data from SEP export stored in the Drive Generate CSV data from AD with dedicated script Rename the 3 CSV files according to their type and the current date Launch script to Prepare the Elasticsearch index to receive data for the current day Launch script to Ingest the CSV data and wait until the script is finished to stop it Launch script to Ingest the MySQL data Launch script to mix All the data together Launch Kibana to view the indexed data and proceed to your analysis Procedure Get the Service Now CSV file on your computer Connect to Service Now Open the Workstations view https://airliquide.service-now.com/nav_to.do?uri=/home_splash.do%3Fsysparm_direct%3Dtrue Select the view with the following criteria, or edit the standard one with the following filters: Customer (Entity) contains "SEPPIC" or "FR-BIOTECH" or "FR-SERDEX" or "US-POLYKON" Execute the Query Right Click on one of the columns and export as CSV Download the CSV in your "Downloads" folder. Rename the file to with the following convention by adding the suffix based on the current day: u_cmdb_ci_workstation.csv --> u_cmdb_ci_workstation-2019-07-15.csv Get the Symantec Enterprise Portal CSV file on your computer Open your browser on the Google Drive Get to the drive folder : https://drive.google.com/drive/folders/1zpqDdIgVq4rshffWAaGhQtHAGgQlIqt6 Download the latest ZIP file containing the latest CSV file from SEP Uncompress the ZIP file to get a file that must be renamed : Extract_INV_SEP_PROD_.csv --> Extract_INV_SEP_PROD_-2019-07-15.csv Copy every CSV File to the central repository Note : It is assumed that the user knows how to copy files from his/her personal computer to a remote computer of the DC. There is a central repository which contains all the history of csv files. It is kept as is in case we need to reindex the whole history of extracts through time The central repository is on PARISNT78. The folder is located at C:\W10_Monitor\data\original Copy each file from your computer to the central repository : on PARISNT78 u_cmdb_ci_workstation-2019-07-15.csv Extract_INV_SEP_PROD_-2019-07-15.csv Connect to PARISNT78 Connect to PARISNT78 with your adm_account Launch Powershell with Admin rights (Right click on Powershell, then select 'Start as an administrator') From the Powershell prompt, goto C:\W10_Monitor folder cd \W10_Monitor Refresh all the data Go to the folder containing the Powershell scripts of the procedure and execute the specific script to get the list of workstations from AD cd PS .\W10_Refresh_All.ps1 Control the indices creation Open a Chrome navigator window Fill the following url http://parisnt76:9200/cat/indices/w10*-2019_07_16?v The URL calls a REST API of Elasticsearch on host PARISNT76 on port 9200 It calls the _cat API on the indices list It filters on the indices starting with w10_ whatever name and finishing with suffix -2019_07_15 The http parameter ?v means we expect a verbose output containing the columns names The list of indices for current date should be present http://PARISNT76:9200/w10_workstation_inv_current/_search?pretty http://PARISNT76:9200/w10_workstation_ad_current/_search?pretty http://PARISNT76:9200/w10_workstation_snw_current/_search?pretty http://PARISNT76:9200/w10_workstation_sep_current/_search?pretty http://PARISNT76:9200/w10_workstation_all_current/_search?pretty
airliquide, change, chevereau, chevereau@eu, christophe, corp, english, is, management, process, responsible, roles, who
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KB0014045
Accessing the IT to IT Catalogs
English
Christophe.CHEVEREAU@eu.corp.airliquide.
481
Christophe CHEVEREAU
Uncategorized
Published
2025-07-28 23:06:22
9
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
3
2024-03-14 12:30:41
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GIO-PCI-ITSM-Global Process Manager
This articles describes how to access the IT to IT catalogs directly from the back-office of ManageMyService Step 1 : How to find the Catalogs In ManageMyService (MMS) : Step 2 : Browse the catalogs Step 3 : Browsing categories and using the search bar
accessing, airliquide, bis, bis catalog, catalog, catalogs, chevereau, chevereau@eu, christophe, corp, demand, english, gio, gio catalog, it to it, open, open demand, request
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KB0016581
Create a CAB definition
English
Christophe.CHEVEREAU@eu.corp.airliquide.
1
Christophe CHEVEREAU
Uncategorized
Published
2025-07-28 16:06:36
9
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-03-14 12:31:27
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GIO-PCI-ITSM-Global Process Manager
A Change Advisory Board (CAB) definition is similar to a recurring meeting invitation. When you define a CAB definition, it determines the attributes that are associated with all CAB meetings generated from that definition. Before you begin Role required: sn_change_cab.cab_manager About this task Procedure Navigate to Change > Change Advisory Board > My CAB Definitions. Click New. On the CAB Definition form, fill in the fields. CAB Definition form Field Description Name Name for the CAB definition. CAB Manager Name of the user who manages the CAB meetings. Delegates Delegate CAB members who can substitute as the CAB manager during the meeting. Board Members Board members who are expected to attend the CAB meeting, selected from the list of users. Board Groups Board groups who are expected to attend the CAB meeting, selected from the list of user groups. Rolling Meeting Window Number of days for which you want to create CAB meetings. Note: The CAB schedule and related schedules, if any, determine the number of CAB meetings that are created. For example, if you have a CAB schedule of once every week and you enter 28 days in the Rolling Meeting Window field, then three CAB meetings are created. CAB Type Type of CAB meeting this definition is used for. Field Description Time zone Time zone for the CAB meeting. Locations One or more locations for your CAB meetings. For example, meeting rooms in different offices. Active Check box that specifies whether the CAB definition is active. Clear the check box to deactivate the CAB definition. Conference Details Information such as meeting links, passwords, and phone numbers. Agenda Management Use filter criteria to drive Change Request date range If selected, helps to choose a time range for the planned start and end date from Change Request additional condition instead of selecting specific dates based on meeting schedule. Note: The same field is selected for all CAB meetings in the CAB definition unless individually overridden. Notification lead time Number of days prior to which change requesters are notified that their changes are coming up for discussion on the CAB agenda. Auto Add Agenda Decisions Check box for capturing agenda decisions automatically on the meeting widget. The agenda decision is captured in the following format: (CAB Automation) - - - -
KB0014769
Implementation tasks workflow
English
Christophe.CHEVEREAU@eu.corp.airliquide.
1
Christophe CHEVEREAU
Uncategorized
Published
2025-07-28 16:08:14
9
IT Knowledge
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
0
2024-03-14 12:25:53
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GIO-PCI-ITSM-Global Process Manager
There is a workflow for implementation tasks which help you manage several implementation tasks seemlessly. You can even run parallell tasks if you give them the same order. It works as follow :
CAB meeting using the CAB workbench As an itil user, you can attend a Change Advisory Board (CAB) meeting, view the agenda items and the change schedule. If you are an approver, you can approve a change request. You can view the details of a CAB meeting and its agenda by navigating to Change > Change Advisory Board > CAB Workbench. From the calendar, you can view the CAB meeting schedule for a day, week, or month. To view details of a meeting, click the meeting and then click Open in the pop-up window. CAB Workbench The following components describe the different activities that you can perform in the interface: CAB workbench Level Description 1 You can view the timer that displays the total elapsed time, the meeting name, and the scheduled date and time of the meeting. The timer count starts from zero. The color code in the timer changes based on the overall percentage elapsed from the total duration of the meeting: 0% - 50%: Green 50% - 70%: Yellow 75% - 100%: Orange > 100%: Red Level Description The text below the meeting name displays the total time allotted for the meeting. 2 You can view the current agenda item. The timer displays the amount of time spent discussing the current meeting agenda item. The form area displays the details of the current agenda item that you have selected. When the current agenda item changes, the details on the form and the calendar change accordingly. If you select an agenda item that is not the current agenda item, the form area displays the details of the selected agenda item. The form area does not display details of the current agenda item even when the current agenda item is changed to the next agenda item. Note: If you are one of the approvers for the agenda item, the Approve and Reject buttons appear below the timer. You can click Approve or Reject as appropriate, enter your comments in the Confirmation pop-up window, and click Approve or Reject. 3 You can filter the agenda items that you want to view and click Notify me to receive a notification before the agenda item starts. Click the Pending Agenda Items list, and select the All Agenda Items, My Agenda Items, or Approved Agenda Items option. The list of agenda items appears under the filter condition list, in the order that the items appear in the agenda. 4 Meeting Notes: Displays the document note entered by the host of the meeting. Attendees: Displays the list of attendees to search and also indicates whether the attendees are currently connected to the meeting via the green Presence icon. Conference Information: Displays any content that was stored in the Conference Information field from the related CAB meeting record. 5 You can view the details of a current change in the form view or in the calendar view. Level Description Show form: Click the show form icon to display change details in the form view. The Change, Planning, and Schedule tab provide information about the change request meeting, planning, and scheduling. Show calendar: Click the show calendar icon to display change details on the calendar form. You can select the day or the month that you want to view details of a change for. In a day view, you can click the settings icon and then click the configuration icon to set relevant filter conditions. If you turn on any of the configuration filter conditions, the related change records are displayed. The change records appear in the timeslot of the day that the current change implementation is planned for. In the configuration settings, you can view other potential conflicts. The conflicts can be other change requests that are scheduled for implementation by the same assignee, assignment group, or for the same configuration item. The day and month view of the calendar displays the Blackout Schedule time, Maintenance Window, and the agenda item that is in progress. In the day view, the specific timeslot of the planned blackout and maintenance window is highlighted. In the calendar view, the entire day is highlighted. CAB meeting management using the CAB workbench As a Change Advisory Board (CAB) manager, you can view and manage details of a CAB meeting and its agenda items through the CAB workbench. You can view the details of a CAB meeting and its agenda by navigating to Change > Change Advisory Board > CAB Workbench. The calendar offers a view of your CAB meeting schedules for the day, week, or month. To view your meeting details, click the meeting and then click Open in the pop-up calendar. If you want to start a meeting, click Start meeting. Note: If you click the first agenda item for the first time, a Confirmation window appears. If you want to start the meeting, click Yes, otherwise, click No. Watch this six-minute video to learn more about CAB meeting management. Start CAB meeting The details of the change request meeting appear. CAB workbench The following table describes the CAB workbench components: CAB workbench Level Description 1 You can view the timer that displays the total elapsed time, the meeting name, and the scheduled date and time of the meeting. The timer count starts from zero. The color code in the timer changes based on the overall percentage elapsed from the total duration of the meeting: 0% - 50%: Green 50% - 70%: Yellow 75% - 100%: Orange < 100%: Red The text below the meeting name displays the total time allotted for the meeting.
Depending on your requirements, you can create an individual Change Advisory Board (CAB) meeting occurrence. Before you begin Role required: sn_change_cab.cab_manager Procedure Navigate to Change > Change Advisory Board > My CAB Meetings. Click New. On the CAB Meeting form, fill in the fields. CAB Meeting form Field Description Name Name of the CAB meeting. CAB manager Name of the user who manages the CAB meeting. The default is the user that is currently logged in. Delegates Delegate CAB members who can substitute as the CAB manager during the meeting. Board groups Board members Field Description State Pending: Indicates that the meeting is yet to begin. It is the default state of the meeting. In progress: Indicates that the meeting has begun and is in progress. Complete: Indicates that the meeting has occurred and is finished. Canceled: Indicates that the meeting has been canceled. Note: The system automatically updates the State field when the meeting starts and ends from within the CAB workbench. There is no need to manually change this field, unless, for example, the CAB manager wants to cancel a future meeting. If the CAB workbench closes unexpectedly, the CAB manager must manually update the State field. Meeting start time Start date and time for the meeting. Note: When you add an agenda item to a CAB meeting, the CAB date field in the change request is automatically updated with this date. Meeting end time End date and time for the meeting. Meeting Notes Enter notes for the meeting, if any. Field Description Locations One or more locations for your CAB meetings. For example, meeting rooms in different offices. Conference Information Conference details Information such as meeting links, passwords, and phone numbers. Agenda Management Use filter criteria to drive Change Request date range If selected, helps to choose a time range for the planned start and end date from Change Request additional condition instead of selecting specific dates based on meeting schedule. Note: If you select the Use filter criteria to drive Change Request date range field in a cab meeting, the Change Requests starting after field and the Change Requests starting on or before field is disabled for the meeting, and therefore ignored. The change request additional conditions drive the date range. Change Requests starting after Change requests that starts after this date and time should be added to the CAB meeting. Change Requests starting on or before Change requests that starts on or before this date and time should be added to the CAB meeting. Complete Pre-approved Changes Check box to mark each pre-approved change request as Complete in the CAB meeting agenda. Field Description Note: Pre-approved changes are automatically marked as complete so that approvers do not have to review them. The pre-approved changes are visible in the CAB Workbench, and can be discussed if necessary. Time per Agenda Item The time, in minutes and seconds, allotted to discuss each change request on the agenda. The allotted time can be adjusted for agenda items before or during the meeting. Notification lead time Number of days prior to which change requesters are notified that their changes are coming up for discussion on the CAB agenda. Auto Add Agenda Decisions Check box to capture agenda decisions automatically on the meeting widget. The agenda decision is captured in the following format: (CAB Automation) - - - -
airliquide, cab, chevereau, chevereau@eu, christophe, corp, create, create a single cab meeting occurrence, english, meeting, occurrence, single
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KB0016640
View CAB meeting details
English
Christophe.CHEVEREAU@eu.corp.airliquide.
0
Christophe CHEVEREAU
Uncategorized
Published
2025-07-28 16:06:37
8
IT Knowledge
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2024-03-14 12:35:43
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GIO-PCI-ITSM-Global Process Manager
You can view the details of any past, scheduled, or in-progress CAB meeting. Before you begin Role required: itil, sn_change_cab.cab_manager, or admin Procedure Use one of the following ways to navigate to the CAB meeting: Option Description CAB meeting Navigate to Change > Change Advisory Board > All CAB Meetings and open the specific CAB meeting to view. Click the Go to this meeting in CAB workbench related link. CAB workbench Navigate to Change > Change Advisory Board > CAB Workbench. Click the meeting details you want to view from your calendar. Click Open in the window that appears for the meeting. Note: You can only click Open if the meeting has an agenda. The following information is available: CAB meeting Field Description Time Total time scheduled for the CAB meeting Time covered until present for a CAB meeting in progress Time spent discussing current agenda item Field Description Time assigned to each agenda item Agenda items List of agenda items for the CAB meeting. You can view all agenda items by clicking on the previous page, first page, and next page navigation options. You can also filter the list for current, pending, and completed agenda items. Calendar The blackout and maintenance windows are displayed on the change calendar. You can also view when the current agenda item is scheduled. You can view the calendar in a daily and weekly format. Meeting Notes Meeting notes, if any, for a past CAB meeting. If you are the CAB manager, you can take notes during the meeting. Attendees Details of attendees for the specific CAB meeting including the CAB board and delegates. Conference Information Conference details of the CAB meeting. If you are the CAB manager, or one of the CAB delegates who has chosen to host a specific CAB meeting, you can perform the following tasks: Task Steps Edit the change request Click the edit icon beside the Change, Planning, and Schedule tabs. Start the meeting Click Start meeting. End the meeting Click End meeting. Task Steps Pause the timer on the current agenda item Click Pause on the Current Agenda Item widget. Move to the next agenda item Click Next after a decision is taken on the current agenda item. Host the meeting Click Attendees > Host to become the host. You can host the meeting when you are a CAB manager or delegate. Promote an agenda item Click Promote under a change request name and title to promote it as the next agenda item for discussion. Take meeting notes Click Meeting Notes to take notes during the meeting. These notes can be shared with CAB attendees.
Configuration of ServiceNow Agent application (iOS)
English
Christophe.CHEVEREAU@eu.corp.airliquide.
0
Christophe CHEVEREAU
Uncategorized
Published
2025-07-28 20:07:16
5
IT Knowledge
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NaN
NaN
NaN
NaN
0
2023-01-20 10:14:31
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GIO-EUS-SD-EUROPE-L1
ServiceNow Agent application for iOS shall be installed from IntelligentHub. Once installed on your iOS device, follow the following steps: - Launch the app by clicking on the icon - Click on the preconfigured instance airliquide.service-now.com - Click on use external login - enter your AirLiquide email adress and click on Submit - you are redirected to Okta to approuve the connection request, once approuved you will get the following screen: - click on Allow - you are connected to the App!
MIR INC1015113 - Network connectivity issue/outage across Canada (September 13th, 2022)
English
christopher.vorous@am.corp.airliquide.co
3
Rummel NIETO-SC
Network / Connectivity
Published
2022-12-12 10:37:34
33
Major Incident Reports
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GIO-NET-Site Connectivity
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0
2022-09-15 16:54:25
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INC1015113
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Network connectivity issue/outage across Canada INC1015113 - September 13th, 2022 Timezone :12:47 GMT-4 Total outage duration : 3 hours 53 minutes Executive Summary Classification : Major connectivity outage On September 13th, 2022 at 12:47 GMT-4 A connectivity issue was reported impacting Internet services at the datacenter in Montreal, Canada. An Internet circuit overload was identified, causing intermittent access to datacenter resources for sites sourcing their Internet through the datacenter, including the Montreal HQ. As a workaround, the datacenter internet services were failed over to the backup connection. This restored services for the Montreal HQ, but a remote site configuration issue caused around 50 sites to be isolated from all network resources. The overload on the primary Internet circuit subsided and services were switched back to the primary, restoring services for the impacted sites. On September 13th, 2022 at 4:40 GMT-4; the incident is resolved, leading to a service disruption of 3 hours 53 minutes Major steps leading to incident resolution1 September 13th, 2022 12:07 incident received by SFR 12:14 Ticket opened with ISP and ongoing call with GIO ISO and SFR for troubleshooting : 3:40 : A remote site configuration issue after failover from the primary to the backup DMVPN Hub. and sites were restored 15:35 Bandwidth overload provided by ISP Initial root cause Issue was related with Roger Services Provider, affecting two circuits. Packet loss on both circuits Actions plan Correct the ACL for the two remaining sites: CA125 & CA324. - SFR Identify the cause of the remote site configuration issue - SFR Enable netflow data on the Internet circuits at CA000. - SFR Propose migrating CA001 to SD-WAN for Internet services - Operations Deep analysis on failover configuration in Canada - SFR External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043703.
1. SMART.Clearing 1.1. Functional concept SMART.Clearing is a module developed in order to automatically clear false alarms. Alarms can be triggered in two ways: - the OMR, Overall model residual, which results in the overall deviation of the project from the "normal" behaviour specified in the training datasets, has exceeded the warning or alert threshold, respectively 7 and 12%. - Value or deviation of a project point. If the current value of a point or the deviation between the current value of the point and the value predicted by the model/project has exceeded the threshold value defined by either the template or the user in his project, an alarm is raised. The SMART Clearing script analyses only the project which have : RuntimeState clear OMR current value is below the warning and alarm threshold All project points are clear RuntimeState clear logo AlarmState is “New alarm” or “New warning”. Logo below : New alarm logo New warning logo 1.1.1 Region parameters For each region (EMEA, APAC, NAM), the script has these parameters: lastDays: the number of days in the past where we will perform the analysis (by default : 10) URL of the PRiSM web API Credentials to connect the PRiSM database If you want to change the lastDays parameter, do not hesitate to contact us at customer.service@alizent.com. 1.1.2 Outputs SMART Clearing will analyse each project (the ones which are in New Alarm or New Warning state AND with RunTimeState clear as said in previous part). For each project , the script has 4 outputs : RunTimeState : what is the current RunTimeState ? AlarmState : what is the current AlarmState ? daysInAlarm : The number of days in alarms in the last lastDays (parameter specified for the region) days. daysSinceEndOfAlarm : The number of days since the end of the alarm. 1.1.3 Level of Clearing Depending on these outputs, we have 3 types of clearing : T1 : clear alarms with RunTimeState = clear and AlarmState = New Warning T2 : clear alarms with RunTimeState = clear and AlarmState = New Alarm and daysInAlarm <= 1 day T3 : clear alarms with RunTimeState = clear and AlarmState = New Alarm and daysSinceEndOfAlarm >= 9 The script will automatically clear the alarms through the PRiSM web API and a message will be added to the case management with the specific level of clearing that has been applied on to clear the alarm. 1.1.4. Schedule The script is scheduled to be run every day at 5 AM in each time zone. Reference time zones for each region are : Europe & Middle East : Paris time zone (UTC + 2) APAC : Kuala Lumpur time zone (UTC + 8) America : Houston time zone (UTC - 5) 1.2. Registration To allow you to register progressively to this new functionality and to discover the management of the alarms which results from it, we chose to place at your disposal this google sheet gathering 6 sheets. In this part, we will focus on the first 3 sheets which are : APAC: containing the list of assets (folders in PRiSM) for the APAC area AME : containing the list of assets (folders in PRiSM) for the America zone EMEA: containing the list of assets ( folders in PRiSM) for the Europe and Middle East area Each of these sheets contains a table with 4 columns: AssetID: the ID of the asset in the database that will be used for the script Path : the path of the asset in the hierarchy of PRiSM elements NumberOfProjectsDeployed : the number of projects deployed in this asset (folder) Included : in the form of a checkbox, to choose whether or not you want this asset to be taken into account in the automatic alarm cleaning script. 1.3. Results In this same google sheet, you have at your disposal 3 sheets: Log APAC: containing the list of projects that have been cleared by SMART Clearing in the APAC area Log AME : same thing for the American zone Log EMEA : same for the Europe Middle East area In each of these sheets, we have a table containing 6 columns: Name : name of the project in PRiSM RunTimeState : status of the project when the script is executed T1 : Bolean value saying if this project has been cleared by the type 1 filter T2: Bolean value telling if this project has been cleared by the type 2 filter T3: Bolean value telling if this project has been cleared by the type 3 filter Date: date when the project was cleared by the SMART Clearing run 1.4. Technical concept 1.4.1. Schema Here is a schema giving you an idea about the concepts used for SMART Clearing development. R code is run every day by executing a bat file (used to execute commands in the Windows command prompt) thanks to the Task Scheduler tool by Windows. 1.4.2. R libraries In order to develop this script, the R library that have been used are: Dplyr : manipulate and transform the data odbc, DBI : query SQL database Httr, jsonlite : query PRiSM Web API Googlesheets4 : interact with google sheets
1. Mechanism / Workflow Access to a dedicated Web Page | Central SCADA Web Server and send commands to the plant DCS through local DACQ | Separate Interface required for write purpose. Reuse SCADA.Web Solution with SCADA.Control feature. Watchdog must be alive | Heart beating mechanism to monitor the communication between SCADA and Plant. Web Service | SCADA.Control check if Watchdog value changed between now and the last 3 minutes, watchdog will be in faulty if no value change within 3 minute which disables the write operation to local plant. Remote Control Must be given by the plant | MVS Specific Request remote control from remote control central to local plant; The sent command is readback to ensure that it is successfully sent to the local Plant. Local plant gives the authorization for remote control Plant interlock shall be in remote | Plant Level 2. Configuration & Operation All tags required for MVS creation shall be created in the PI Server in advance. Tags used in SCADA.control are collected/written via a dedicated interface. This dedicated interface is not available though tagbuilder (interface not configured) Tag used to write information in the DCS must have Location3=2 2.1 - MVS | Boolean Generic Tags | For Each Plant Watchdog Tag | Read: To monitor the communication state between SCADA and Local plant and the SCADA.Control system determine the watchdog status based on the algorithm below. Algorithm:If the value of this tag is different between now and now - 3 minutes then the communication is considered as Good, else the communication is considered as bad. Additional PI Point is required which +1 watchdog value and write back to DCS. The Watchdog state will be shown on the MVS panel as below message: Remote Request Tag | Write: Request remote control To start Remote Control l: The value will be 77 for 5s(This time duration is controlled by SCADA.Control) and then back to 55. To stop Remote Control l: The value will be 66 for 5s(This time duration is controlled by SCADA.Control) and then back to 55. The Start/Stop remote control command is performed through below button on the MVS panel: Real-trend when perform Remote Request (5s pulse automatically controlled) Plant Interlock Tag | Read: Indicate plant interlock is in remote mode or local mode. The state is shown the MVS panel as below message: MVS Tags | Specific for each MVS Actual State Tag | Read: Actual state of the device. State is shown on the MVS panel: Delta Tag | Write Authorisation On | Read: Ready to Start. Start command cannot be sent out when the value of this tag is 0. Authorisation Off | Read: Ready to Stop. Stop command cannot be sent out when the value of this tag is 0. Ready to start or Ready to stop message is shown on the MVS Panel: Read Command Equipment Tag | Read: Readback the command written to DCS to ensure the write command is updated to Plant successfully. Write Command Equipment Tag | Write: Stop or Start Command to the plant. To Start l: The value will be 7 for 10s(This time duration is controlled by SCADA.Control) and then back to 5. To Stop l: The value will be 3 for 10s(This time duration is controlled by SCADA.Control) and then back to 5. Stop/Start command is performed through below button on the MVS panel(Double confirmation required): Real-trend when perform Remote Request (10s pulse automatically controlled) 2.2 - MVS | Numeric Generic Tags | For Each Plant Watchdog Tag: Same as Boolean type MVS Remote Request Tag: Same as Boolean type MVS Plant Interlock Tag: Same as Boolean type MVS MVS Tags | Specific for each MVS Interlock Tag | Read: The MVS will not accept a value written when the value of this tag is equal to 0 Local/Remote state is shown on the MVS panel: Read Tag | Read: Actual setpoint read from Plant Write Tag | Write: Setpoint to be written. This value is validated against low & high boundaries (Min Float Tag & Max Float Tag), if it is a correct value then the button(For double confirmation) is enabled. The user is able to click on this button to send the data to the DCS. Delta Tag | Write: Min Float Tag | Read: Low limit of setpoint setting defined by plant Max Float Tag | Read: High limit of setpoint setting defined by plant 3. Traceability Each user action is tracked in the HISTORY table. The following information are recorded : MVS (Primary key of ) User (Primary key of) Date Previous Value (Value before sending a new one) New Value (New value requested) Status_code Real-Trend during MVS operation 4. Example of configuration Set MVS Name Assign PI Points to Boolean Parameters (PI Points need to be pre-created) Assign PI Points to Monitoring Parameters (PI Points need to be pre-created) Operation view when the configuration is complete 5. Access control User authentication is done via Single Sign On (SSO) to ensure the user is available in the Air Liquide Active Directory. User habilitation is performed by the standard SCADA User Profile. To access to SCADA.control, user must have the “SCADA.control user” permission To configure SCADA.control, user must have the “SCADA.control manager “ permission Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
2. SMART Checking 2.1. Functional concept SMART Checking is the SMART Predict module dedicated to the check of the quality of the models, focusing essentially on the quality of the training datasets used to build the operational profile deployed. As you may know, a project in AVEVA Predictive Analytics is : A set of project points (can be PI points, calculation) A set of training datasets, without outliers and containing only the operational data of the asset A set of filters (defining what is the data to take into account, when PRiSM algorithm has to be computed) A set of operational profiles, where an operation profile is defined by the selection of project points, datasets and filters. Only one operational profile can be deployed at a time. When we say an operational profile is deployed, it means that this is the configuration of the project used to compute the deviation of the assets from the correct behavior. The goal of the SMART Checking module is to review the operational profile deployed on the platform and make sure they respect the rules given by AVEVA and check the quality of the datasets inside. The checks done by the scripts are : Number of project points in the operational profile. It should be between 5 and 25, recommended by AVEVA. Check if there is any empty datasets (can be caused by business of the PI Data Archive) Check the frequency of the data in the datasets (should be greater than 1 minute) Concatenate all the data in datasets used to create the operational profile and perform: PCA analysis Principal component analysis in order to reduce the number of dimensions of the datasets. Get only 2 dimension, X and Y Check the number of cluster in each dimension (cluster = group of similar points) If the number of clusters is equal to 1 in each dimension, the dataset is correct regarding PCA analysis, else it is not Density check For each project point in the operational profile, we check the ratio between the integral of the density and the whole density graph area. On this plot below, it represents the ratio between the blue area and the area surrounded by the red square If this ratio is > RATIO_DENSITY (one of the parameters), the ratio is considered as OK else it is considered NOK 2.1.1 Region parameters For each region (EMEA, APAC, NAM), the script has these parameters: RATIO_DENSITY: use to perform density check (part above) Credentials to connect the PRiSM database If you want to change the RATIO_DENSITY parameter, do not hesitate to contact us at customer.service@alizent.com. 2.1.2 Outputs SMART Checking will analyse each project deployed and at each run will check only the project that have been modified since the last run of the script. For each project, the script has 5 outputs : Number of project points : boolean value to say if the number of project points is within the AVEVA recommendations Empty Datasets : list of datasets in the project which contain only NULL values (due to PI communication issue) PCA result : result of the PCA analysis. It can be either : Abnormal shape of density from PCA : if the number of clusters in at least one of the dimensions is greater than 1. > 1 main cluster after PCA : if the number of clusters in all the both dimensions is 1. NA : If the PCA analysis could not been performed Density check result : list of columns which has a ratio less than the RATIO_DENSITY Frequency check : list of datasets with a too short frequency (less than a minute) 2.1.3. Schedule The script is scheduled to be run every month on the set of projects that have been modified or created since the last run (since the last month). As the script request a lot of IT resources, the script will be run : Europe and Middle East : First monday of each month APAC : Second monday of each month America : Third monday of each month 2.2. Registration To allow you to register progressively to this new functionality and to discover the checking of the project's configuration which results from it, we chose to place at your disposal this google sheet gathering 6 sheets. In this part, we will focus on the first 3 sheets which are : APAC: containing the list of assets (folders in PRiSM) for the APAC area AME : containing the list of assets (folders in PRiSM) for the America zone EMEA: containing the list of assets ( folders in PRiSM) for the Europe and Middle East area Each of these sheets contains a table with 4 columns: AssetID: the ID of the asset in the database that will be used for the script Path : the path of the asset in the hierarchy of PRiSM elements NumberOfProjectsDeployed : the number of projects deployed in this asset (folder) Included : in the form of a checkbox, to choose whether or not you want this asset to be taken into account in the checking script. 2.3. Results In this same google sheet, you have at your disposal 3 sheets: Results APAC: containing the list of projects reviewed by the script Log AME : same thing for the American zone Log EMEA : same for the Europe Middle East area In each of these sheets, we have a table containing 8 columns: ProjectID : ID of the project Name : Project name in AVEVA Predictive Analytics NumberOfProjectPointOK : boolean value with result of the project point check emptyDataset : list of empty datasets. If any, “No Dataset empty” PCAresult : result of PCA analysis frequencyTooShort : list of dataset with too short frequency TimestampAnalysis : date when the script has given this result 2.4. Technical concept 2.4.1. Schema Here is a schema giving you an idea about the concepts used for SMART Checking development. R code is run every month by executing a bat file (used to execute commands in the Windows command prompt) thanks to the Task Scheduler tool by Windows. 2.4.2. R libraries In order to develop this script, the R library that have been used are: Dplyr : manipulate and transform the data odbc, DBI : query SQL database Stats, mcga, dbscan : PCA analysis and density check Googlesheets4 : interact with google sheets
3. SMART Sorting 3.1. Functional concept SMART Sorting is the SMART Predict module dedicated to sort the alarms by importance. The goal is to create a rank evaluation of the alarm which tells us the most relevant alarms where we have the highest probability of having a real issue on the asset. The reality is today more than 90% of the alarms generated by the tool are false positives alarms. SIO Center analysts have to clear all these negative alarms manually. It can bring lassitude and loss of focus. What we want with SMART Sorting is to allow the SIO Center analysts to deal first with important alarms and be fully focused on these ones. In order to fulfill this goal, we will provide every day a table with the list of the current alarms on SIO.Predict associated with their importance rank evaluation. 3.1.1. How is the rank evaluation generated ? Thanks to the PRiSM web API and connection with PRiSM database, for each project in alarms or warning state we get the following attributes : Current state of the project (RunTimeState, AlarmState) History of all the points archived in the eDNA for the last WINDOW days (WINDOW is a parameter for each region). If your project follow the default setting, we will have the history of the last WINDOW for : actual values of all project points : current value in the datasource absolute deviations : actual value - predicted values relative deviations : (actual value - predicted value)/training range, where the training range is : max(values in training datasets) - min(values in training datasets) Filters configuration in the deployed operational profile. As a reminder, the deployed operational profile is the configuration of the project (project points, datasets, filters selected) that you chose to be run on the PRiSM computation server and which calculate the OMR and all the others deviations computed by PRiSM algorithm As we have this attributes, we are ready to compute the importance rank of the alarm that is computed as follow : RunTimeState of the project, is the alarm/warning over ? Is the alarm generated due to filters misconfigured ? Here are the misconfigurations that we trigger : All the filter threshold are equal to 0 No data is collected from the datasource for the point picked as filter Data collected from the datasource is frozen for the point picked as filter Filter threshold is too restrictive and the project is almost never computed What are the points which trigger the alarms and are they frozen in the datasource ? Thanks to the relative and absolute deviations retrieved with the PRiSM web API, we can get the main contributors of the alarm and check if the contributors are frozen in the datasource (standard deviation of the actual value is 0). What point triggered the alarm? Did the alarm trigger by OMR or another attribute such as absolute deviation or actual value ? Expert rules. Frederic VERPILLATfrom the SIO Center of Lyon, France which was a main actor of SMART Predict development has generated this google sheet where you have for some templates and metrics the different thresholds for absolute deviations. OMR shape. Thanks to machine learning algorithms, we can decompose the OMR trends into different modes and detect what is the current shape of the ORM. Is the OMR increasing or decreasing ? What is the current slope of the OMR ? For example, if the last mode of the OMR is increasing with an important slope, the alarm will have to be prioritised 3.1.2. Region parameters For each region (EMEA, APAC, NAM), the script has these parameters: WINDOW: this parameter decides how deep we go in the past to perform the analysis (default : 5 days) WINDOW_TEST_DEAD_TAG : this parameter decides how deep we go in the past to decide if a tag should be considered as frozen or not (default : 2 days) OMR_ALARM : This parameter is the threshold for triggering the OMR alarm. (default : 12, should be the same in all areas) OMR_WARNING : This parameter is the threshold for triggering the OMR warning. (default : 7, should be the same in all areas) THRESHOLD_CRITICITY_RELATDEV : This parameter is the threshold for deciding whether a point should be consider as contributor of the alarm/warning (default : 5%) Credentials to connect the PRiSM database If you want to change any of these parameters, do not hesitate to contact us at customer.service@alizent.com. 3.1.3. Outputs As you may understand, SMART Sorting will analyse every day all the projects currently in alarm or warning state and will generate the importance rank evaluation. Here are the outputs of SMART Sorting script for each project : RunTimeState of the project OMR shape : Increase, decrease or flat Slope of the OMR Rank : hexadecimal value with the rank of the alarm Alarm trigger : which point trigger the alarm/warning Focus on the Rank output with explanation of the rank value : 3.1.4. Schedule The script is scheduled to be run every day at 1 AM in each time zone. Reference time zones for each region are : Europe & Middle East : Paris time zone (UTC + 2) APAC : Kuala Lumpur time zone (UTC + 8) America : Houston time zone (UTC - 5) 3.2. Results At the end of the SMART Sorting script, results are written in this google sheet. Each zone has its results in one tab : Results EMEA : containing the list of project in alarms sort by Rank value Results APAC : same for APAC Results AME : same for America In each of these sheets, we have a table containing 8 columns: ProjectID : ID of the project Name : project name in the PRiSM database RunTimeState : Runtimestate of the project OMR : shape of the last mode of the OMR trend SlopeOMR : Absolute value of the slope of the last mode of the OMR trend Rank : hexadecimal value representing the importance score of the alarm AlarmTrigger : points which trigger the alarm URLTrend : URL to go to case management of the alarm 3.3. Technical concept 3.3.1. Schema Here is a schema giving you an idea about the concepts used for SMART Sorting development. R code is run every day by executing a bat file (used to execute commands in the Windows command prompt) thanks to the Task Scheduler tool by Windows. 3.3.2. R libraries In order to develop this script, the R library that have been used are: Dplyr : manipulate and transform the data odbc, DBI : query SQL database Httr, jsonlite : query PRiSM Web API Googlesheets4 : interact with google sheets
COUNTRY/REGION: CHINA ENTITY:BIS-APAC SYMPTOMS: User cannot connect to Ivanti as error code: 1388 as: "Too many session for this user". BEFORE YOU START: Check that user is connecting to home WIFI or mobile hotspot and which region user is connecting to. STEPS: 1. Direct user to disconnect APAC-CHINA gateway and connect to APAC-CHINA backup gateway at Ivanti VPN. 2. After OKTA authentication then user can connect to Ivanti. 3. If user connects to APAC-CHINA backup gateway but issue still persist then assign ticket to GIO-SEC-PSS-RUN-L2_L3. LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Service offering : GIO - SEC - Secure Remote Access - General Offerings Category : Application Subcategory : Availability and Performance Issue Configuration item: Secure Remote Access - PROD Assignment group (if not L1): GIO-SEC-PSS-RUN-L2_L3 Resolution Notes: Advised user to disconnect APAC-CHINA and reconnect to APAC-CHINA backup. TICKET TYPE: Incident ARTICLE TYPE: FCR/ Assignment TEAM: L1/ GIO-SEC-PSS-RUN-L2_L3
The user's screen became unresponsive and displayed overlapping transparent windows after attempting
English
cliff.ong@as.corp.airliquide.com
16
NaN
Windows - Storage / Performance
Published
2025-09-30 5:49:43
6
GIO Service Desk
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GIO - EUS - UWP - Windows OS
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NaN
NaN
1
2025-09-25 9:33:32
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NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:CHINA SYMPTOMS: The user's screen became unresponsive and displayed overlapping transparent windows after attempting to use the printer. POSSIBLE CAUSES: Printer was not updated well. BEFORE YOU START: Check user's printer is installed on user's PC or not. STEPS: 1. Search for 'Services' in the Start menu, then right-click and run it as Administrator. 2. In the 'Select an item to view its description' list, find and select 'Print Spooler'. Then click 'Restart the service' 3. Once after selecting the "Print Spooler" and click the "Restart the service". After that close the "Service" and inform user to test print again. LOGGING CATEGORISATION: Business service:GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Application Subcategory: Functional/ Technical issue ARTICLE TYPE: FCR TEAM: L1
This article will present and help you to use and understand the different Google Labels for every shared document in "My Drive" or "Share Drive". Google Drive & Labels Context Users will have to choose for every documents stored in My Drive or Shared Drive a relevant classification in a predefined list (Confident. Extern. , Intern. , Public , Confident. Intern.) and that's all. A label will have to be chosen for every new and older document and once an existing document is to be updated. Existing labels Definition Label Definition Impact for the Group in case of leakage Confident. Intern. Information business sensitive for Air Liquide. Used for a limited and controlled sharing WITHIN Air Liquide on a need-to-know basis and under a Non-Disclosure Agreement for subcontractors. Maximum level of impact in case of inappropriate disclosure = “High”. Documentation of project* Offers to clients* Entity board meetings minutes* * if the impact of an inappropriate disclosure is estimated VERY HIGH, the information should be classified as CONFIDENTIAL SECRET et therefore NOT stored in Google Public Information intended for external communication as approved by management and following Group communication policies. Annual reports Advertising literature Job offers Intern. Information involved in the day-to-day conduct of Air Liquide’s activities.Used for sharing WITHIN Air Liquide.Maximum level of impact in case of inappropriate disclosure = “Low”. Group policies Appointment announcements Publications on the intranet Confident. Extern. Information business sensitive for Air Liquide or its partners. Used for a limited and controlled sharing OUTSIDE Air Liquide on a need-to-know basis and preferably under a Non-Disclosure Agreement.Maximum level of impact in case of inappropriate disclosure = “High”. Project of contract* Air Liquide equipment plan* Customer equipment design* * if the impact of an inappropriate disclosure is estimated VERY HIGH, the information should be classified as CONFIDENTIAL SECRET et therefore NOT stored in Google
MIR INC0527192 - big performance issue since new ALTO version 2.13 (December 10th, 2019)
English
Cyril.SURCIN@eu.corp.airliquide.com
1
Jean LEROY
Uncategorized
Published
2022-10-03 10:27:50
10
Major Incident Reports
NaN
#########
NaN
Bulk Supply Chain & Mobility
NaN
NaN
NaN
0
2019-12-11 12:47:24
#########
NaN
GIO-CS-EUR-MAPPS-MIDDLEWARE-L3
NaN
10th, 13, 1djgztymzspctoewtr8ukhlw-o1uhvohsdaigbpwlhyw, 2019, airliquide, alto, big, bis, bis europe\n \n google docs link :\n https://docs.google.com/document/d/1djgztymzspctoewtr8ukhlw-o1uhvohsdaigbpwlhyw/edit, com, corp, cyril, december, docs, document, edit, english, europe, google, https, inc0527192, jean, leroy, link, mir, new, performance, since, surcin@eu, version
NaN
KB0056997
Gemini - Plugin NotebookLM needs to be added
English
dafne.franco@am.corp.airliquide.com
19
NaN
Uncategorized
Published
2025-09-16 21:02:02
3
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
2
2025-09-16 21:01:56
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is requesting to get added the plugin NotebookLM for Gemini POSSIBLE CAUSES: To analyze, summarize, and understand complex documents quickly and efficiently. BEFORE YOU START: The addition of this plugin is out of service desk scope and it must be approved before being added. STEPS: 1.- Advise the user that their AI Champion needs to be contacted and they should send an email to Guillaume Chirol Requesting for approval 1.1 The list of AI champions can be found in PULSE https://pulse.airliquide.com/sites/digital-it/SitePageModern/268961/g-dit-2-2-ai-champions 2.- Cancel incident LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Support / Assistance Resolution Notes: User was advised to contact their AI Champion and ask to contact Guillaume Chirol for approval and completion ARTICLE TYPE: Process TEAM: L1
Google Drive Approvals feature guide Request and review formal approvals on Google Docs, Sheets, and Slides Securing document approvals can be difficult when collaborating with multiple stakeholders and competing priorities. This feature makes it easy to secure those approvals and see who has approved them. Once requested, approvers can approve, reject, add comments, or edit the document in response. All of this can be done without leaving the secure environment of Google Workspace. This feature also ensures that when edits are made to a document, all reviewers are notified and the latest version of the document is re-approved. It also ensures that once all reviewers have provided their approval, the file locks and cannot be edited, securing the integrity of your document. How to request approval on Docs, Sheets and Slides? To open the sidebar, on the top, Click on File -> Approval In the sidebar click Make a request. Enter the approval request details: Approver's email address. Optional: A due date. Optional: A message. Optional: Click Allow approvers to edit this file to give edit access to the file. Optional: You can Lock files before sending approval request. Locked files can prevent anyone, even Editors, from editing or commenting on the file. Click Send Request. How to request approval from Google Drive file list? You can also ask for approvals directly from Google Drive file list and it will work with any type of file. Right-click the File -> click Approvals. In the sidebar on the right, click Make a Request. How to approve or reject a file? Once a document is sent for approval, reviewers get email, browser or Google Chat notifications, based on where they have selected in Google Drive’s web settings to receive notifications. They will then receive a link they can follow directly to the document. Approver will open the document and see the option to Approve or Reject the document. If you request approval from multiple people, the document is considered approved once all reviewers approve the file. If an edit is made during the approval process, all reviewers will need to re-approve the latest version of the file and will receive email notifications in those instances. The document approval request is rejected for all reviewers if a single reviewer rejects the file. Once all reviewers approve the document, the file will be locked. Unlocking the file cancels the current approval request. More detailed documentation about this feature is available here. Q&A Who can unlock a document? All document editors can unlock the document. Who can be approvers? Everyone (internal and external) with a google account. If the approver doesn’t have access to the document, it will be shared during the process. If changes are made after the validation, can I see the original validated document? Yes, previous approved versions of the file can be seen on the Approval sidebar. To open it, click File -> Approvals. Where can I see all my documents waiting for approval? In drive, you can filter your documents by: Documents awaiting my approval Documents with approval requested by me Where can I see the actual status of my approval requests? If you open the approval sidebar, you’ll be able to check what is the actual status of your approval request. For example, in this screenshot, he asks 2 people for approval, only one approved, the other one did not answer. Can I cancel my approval request? Yes, in the approval sidebar, open your request, then click on the 3 dots -> Cancel request Can I change the approvers of my request? Yes, in the approval sidebar, open your request, then click on the 3 dots next to the approver name -> Change approver As an approver, can I transfer my role to someone else? Yes, as an approver, you can transfer your role to someone else. To do so, in the approval sidebar, open your request, then click on the 3 dots next to your name -> Change approver. If I have a complex validation process, should I use this feature or AODocs? For a simple validation process, we recommend using this Google Approval Feature. If you have a complex validation process, we recommend using AODocs.
COUNTRY:Canada, USA ENTITY:BIS AMER SYMPTOMS: This article is describing the various mobile device related requests at the disposal of US and Canada user in MyITCorner. BEFORE YOU START: Air Liquide users can be provided with a company cell phone or tablet to be used in their day-to-day activities. Users can also bring their personal or third-party devices, for which we provide assistance with enrollment to Workspace One, but direct support for those devices is not provided by Air Liquide. STEPS: The following requests are available for users in MyITCorner: For a new mobile phone with SIM CARD Guide user towards myITcorner requestCanada: Order a mobile deviceUS: Order a mobile device For Mobile Services request Modify a mobile line For enrollment related questions/concerns, check KB articles related to Intelligent Hub. For Lost or Stolen Mobile phones: Refer to KB0013220 Device - Report Lost/Stolen (AME) LOGGING CATEGORISATION: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Canada: Order a mobile deviceUS: Order a mobile device Modify a mobile line Request details: GL Code: 0Is this for NEW or EXISTING service?: Replacement: Existing / First time request: NewChoose a Provider: As per user´s request select between Rogers and Bell
airliquide, ame, canada, card, com, corp, dafne, devices, english, form, forms, franco@am, international, line, mobile, murray-sc, request, sherri, sim, traveler, us, us canada mobile devices request form ame sim card without sim mobile line international traveler, without
NaN
KB0011847
BIOS - update
English
dafne.franco@am.corp.airliquide.com
3000
Maik GERHARDS
Uncategorized
Published
2025-07-30 11:34:22
6
GIO Service Desk
NaN
#########
4.50
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1216
2025-04-16 20:44:50
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Every now and then user has to restart his/her computer for several times as they face blue screen issue during the loading of Windows. Bitlocker PIN cannot be reset as error emerges that TPM is in time-out period. STEPS: 1. Visit http://www.dell.com/support/home/uk/en/ukdhs1/Products/ 2. Provide service tag of the pc under Product support and click on submit 3. Click on Drivers&downloads and on find it myself tab 4. Click on BIOS 5. Download the latest version available 6. Before launching the installation , Bitlocker needs to be suspended KB0013113 7. Start the installation as administrator 8. Provide password to continue (research in keepass or requestit to floorwalker) 9. After pc restarts by itself provide user Bitlocker recovery key and reset PIN in control panel (if applicable) 10. Open Start menu and run "msinfo32" to check if the BIOS is updated correctly LOGGING CATEGORISATION: Business Service: GIO - EUS - UWP - Windows OS Configuration item: hostname of user`s pc Category: Devices Subcategory: Operating System Resolution Notes: Updated BIOS on user's computer. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:*FRANCE* ENTITY:*HOMECARE* SYMPTOMS: User needs to use concur application for the first time. POSSIBLE CAUSES: User cannot access to concur or cannot submit an expense. BEFORE YOU START: Make sure that user has already received the credentials from the HR team. (service de paie) STEPS: User has to fulfill mail verification has to add the nr of the banc cart including the banc card for the reductions has to add identity card or password birthday(necessary for the train ticket) personal card banc(for hotel reservation) II. In case user need to update password he has to connect to concur and has to click on the icon After he can click on the settings as following : Once there he can choose change password : And the most important is that user has to remember his previous password communicated from the HR team(Service de paie). In case user does not remember the password, he has to click on the link of concur and choose password forgotten. That option will give to user the possibility to change the password after receiving an email. LOGGING CATEGORISATION: Business service: Travel expense management Configuration item: E-Expense Concur SaaS - Travel - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:*FRANCE* ENTITY:*HOMECARE* SYMPTOMS: Concur first connection after receiving credentials. POSSIBLE CAUSES: User cannot follow the steps how to connect to Concur. BEFORE YOU START: Make sure user has an account created. He must have received by email credentials. Account is not created in CARM. MANDATORY To have the Google Apps Authentificator installed in the phone. STEPS: Please guide user to open the website via https://www.concursolutions.com/nui/signin?lang=fr 2.After clicking on NEXT, make sure to hit the option SAP CONCUR Password. 3. After entering the password choose on the option 'Impossible d'entrer le code d'authentification'. 4. This will require you to send a confirmation mail. 5. By clicking on the link received va email you will see the QR code. 6. In the phone open the google authenticator App and scan the QR code. In case you do not see the QR code, clean cache and cookies and repeat the steps. 7. Once scanned you will have a code that you can enter after Concur application. LOGGING CATEGORISATION: Business service: Travel expense management Configuration item: E-Expense Concur SaaS - Travel - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:*GLOBAL* ENTITY:*ALL* SYMPTOMS: User has lost Intelligent HUB profile in the Iphone. POSSIBLE CAUSES: Possible update has not finished properly. Or the option for the automatic update were not activated. BEFORE YOU START: Please make sure what previous configuration user has in CARM. Please log as well in the console of Intelligent Hub and see if other devices are visible there. *Please note if user is using personal device or Airliquide one. STEPS: 1. Back up your device using iCloud or your computer. 2.Plug your device into power and connect to the internet with Wi-Fi. 3.Go to Settings > General, then tap Software Update. 4.If you see more than one software update option available, choose the one that you want to install. 5. Tap Install Now. If you see Download and Install instead, tap it to download the update, enter your passcode, then tap Install Now. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: (if applicable) Situation: Performance [Incident] Assignment group if not L1 : GIO-EUS-SD-EUROPE-L1; if the update is blocking then guide user in My IT corner to order a new phone. Resolution Notes: Guided user to update OS of the phone. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:*FRANCE* ENTITY:*HOMECARE SYMPTOMS: User cannot submit his expenses. In the end of this material is the guide for the user. https://docs.google.com/document/d/1H-xF3l711v92aN69yAcwO8rHMV4vqPnl0Zb022lrimQ/edit POSSIBLE CAUSES: Profile not correct? BEFORE YOU START: Make sure that user is following the guide below. STEPS: 1. Take a picture of the recipe 2. Once you open the mobile application you will see that the expense will be treated. You can live on the automatic selection or choose + for adding a new expense. 3. Once the expense is present in the application you can move to Concur application into the PC and start to correct it. 4. In case you still need assistance for the expenses please be in touch with fr-alsd-cdg-tncc-ndf@airliquide.com Ameur GHABI 04 42 16 92 38 François PASTORELLI 04 42 16 92 31 LOGGING CATEGORISATION: Business service: Travel expense management Configuration item: E-Expense Concur SaaS - Travel - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, concur, concur expenses for the external, corp, costa, da, daniela, english, espense, expenses, external, guest, guide, pedro, pjetri@eu, submission
NaN
KB0054611
Printing configuration - Care orchestrator
English
daniela.pjetri@eu.corp.airliquide.com
9
NaN
Printing / Devices
Published
2025-05-15 14:00:14
4
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
1
2025-02-13 10:20:05
#########
NaN
ALEHOS - INFRASTRUCTURE
COUNTRY/REGION:*FRANCE* ENTITY:*BIS HEALTHCARE* SYMPTOMS: User has an watermark design when wants to print and cannot remove it. POSSIBLE CAUSES: Configuration on the Care orchestrator application. BEFORE YOU START: Is needed to do the update on the user application. Not affected by the version of the application. STEPS: 1. Connect to user PC. 2. Open application and click on settings. 3. Click on the part Settings that can be modified 4. Choose the option Watermark 5. Register your action by clicking on register. *There is a document in French with all this steps that you can share with user. LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Support / Assistance Resolution Notes: User could remove the watermark design from the configuration application. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
How to Access myHR? Two simple ways to connect How to Access myHR via Kite (desktop/laptop) with Single Sign-On? 2 How to Enroll the Intelligent Hub to Access myHR via mobile (for Non-China entities only)? 7 Click here for IOS phones 7 Click here for Android phones 7 How to Access myHR (Workday) via Mobile (smartphone /tablet) with Single-Sign On? 8 1) Workday Mobile Access for Android 8 Tutorial video: How to Access myHR on Mobile (Android) 8 2) Workday Mobile Access for iOS 12 Tutorial video: How to Access myHR on Mobile (iOS) 12 3) Mobile App OS Requirement 18 Appendix: 19 A1. How to Activate Your Okta account? 19 1) What is Okta Verify PC? 19 2) How to activate your Okta account? 19 3) How to use the Okta Verify app? 33 Option 1 - Mobile device 34 Option 2 - Browser authentication 35 A2. How to find myHR shortcut on Kite Homepage? 36 A3. How to Access myHR (Workday) via “Personal Sign-On” for employees without an Air Liquide email address? 36 Phone number: connect to myHR 36 Email: Setup your account (forgot your password) 39 Email: Connect to your account 44 Note 1 : Okta activation is required for accessing myHR via desktop/laptop (laptop when out of office) or mobile with Single-Sign On. If you haven’t activated your Okta account on both desktop and mobile, please click here first for Okta account activation instructions. Note 2 : Please print out this document and share it with the employees who don’t have an Air Liquide computer or email account. How to Access myHR via Kite (desktop/laptop) with Single Sign-On? 1.Click on myHR via Kite Homepage to go to myHR landing page. Can’t find myHR shortcut? Go to “All my tools”>”See more”>search “myHR” and starmark it. Screenshot 2. On myHR landing page, click Single-Sign On. 3. If you are connected to the Air Liquide network (either in office or via Pulse Secure) you will be redirected to myHR, proceed to Step 6. Otherwise it will ask you to authenticate, select Sign in with an Air Liquide device or key-in your email address and click Next. 4. If you have registered/activated your mobile device/smartphone to Okta, an Authentication request will be sent to your mobile device. Tap the Authentication Request pop-up on your mobile phone to accept the request. This will take you to your Okta Verify app, identify to connect and proceed to Step 6. However, if you have only registered/activated a browser on your computer to Okta and didn’t register a mobile phone you will get the following prompt. Enter your Windows password and click Verify. We highly recommend setting up Okta Verify mobile. 5. Tick “Remember this device” and click Submit. 6. You are now logged-in to myHR! 7. You can find your organisation ID and QR code to link to your mobile device. How to Enroll the Intelligent Hub to Access myHR via mobile (for Non-China entities only)? Note: This is the recommended method to access myHR via mobile. Accessing myHR (Workday) via Mobile with Single-Sign On should only be performed if you are unable to enroll in the Intelligent Hub. Click here for IOS phones Click here for Android phones How to Access myHR (Workday) via Mobile (smartphone /tablet) with Single-Sign On? Note: A login to mobile is expected every 90 days; meaning every 90 days, you will have to perform the action (without the installation part) To Set-up the Single Sign-on: Okta - How to set up the SSO (Single Sign-on) everywhere? 1) Workday Mobile Access for Android Tutorial video: How to Access myHR on Mobile (Android) Go to Play Store, or go to android.workday.com Download Workday and install Note: For those who have a mobile phone with a separate "work space vs personal space”, please install Workday via the Play Store located inside your Workspace instead of the normal default personal space. If you already downloaded and installed in your personal space, please uninstall and re-download. Open Workday and tap on Log in 4. Key in the Organisation ID or scan the QR Code 5. When using QR code, a message will appear 6. Once done, tap on Single-Sign On and tap on WHILE USING THE APP 7. It will redirect to Okta. Select Sign in with an Air Liquide device or key in your email address (XXX.XXX@airliquide.com) then click on Next. 8. Wait for the notification to appear, pull down the notification bar and tap on Okta Verify. 9. Authorize the connection either via fingerprint or passcode 10. Once done, go back to Workday App 11. On the Workday app, tick on Remember this device and tap on Submit 12. Create a 8 digit pin (Recommended) and confirm your PIN 13. Congratulations! You have successfully configured Workday and at the Welcome Screen 2) Workday Mobile Access for iOS Tutorial video: How to Access myHR on Mobile (iOS) Once you have downloaded and installed the Workday app, please follow these steps to connect and configure Workday on your mobile device. 1. Tap Login to start configuring and connecting 2. Verify the Organization ID and URL is correct to the Workday App 3. Select and tap Single-sign on. 4. Select Sign in with an Air Liquide device or key in your email address (XXX.XXX@airliquide.com) then click on Next to authenticate your account/identity. If you registered/activated your mobile device to Okta, an Authentication request will be sent to your device. (However, if you only registered/activated a browser on your computer to Okta, go to Okta Login Using Browser on a Computer section after this step to continue your setup. ) 5. Tap the “Authentication Request” notification pop-up when it appears on top of the screen. 6. Authorize the connection either via fingerprint or passcode . 7. Once the connection is successful, go back to the Workday app. 8. At this point if you are not redirected to the Workday app, tap the “I do not receive a notification” link. 9. Tap/tick “Remember this device” and tap Submit. 10. Tap Skip when prompted to turn on Face ID (Img 11.1) and to create a PIN (img 11.2). Img 11.1 Img 11.2 11. Your Workday set-up is now complete. 3?Okta Login Using Browser on a Computer If you have only registered/activated a browser on your computer to Okta and didn’t register a mobile phone you will get the following prompt. Enter your Windows password and click Verify. We highly recommend setting up Okta Verify mobile. Tick “Remember this device” and tap Submit. Tap Skip when prompted to turn on Face ID (Img 4.1) and to create a PIN (img 4.2). Img 4.1 Img 4.2 Your Workday set-up is now complete. 3) Mobile App OS Requirement Mobile Phone OS iOS Android Version Requirement iOS 15 or higher Android 10.0 or higher Note: You may need to upgrade the OS version of your mobile phone to use myHR app. If the OS version of your mobile phone is not compatible with the above requirement, you may have to revert to using the web version of myHR. Please also note that Huawei Harmony OS is not supported. Appendix: A1. How to Activate Your Okta Account? Okta - How do I connect to Okta for the first time? 1) What is Okta Verify PC? Okta Verify PC is an authentication login method that allows users to sign into their Okta environment without the use of a password. This feature is available on Windows managed devices, and on any location or network, whether corporate or private.This passwordless method reduces the possibilities of data breaches coming from compromised credentials. 2) How to activate your Okta Account? Okta Dashboard Task 1. In a browser, get your enrollment QR code for Okta Verify mobile. Case 1. First connection to Okta Follow these steps if you never connected to Okta before:Step 1From a browser, access the Okta Dashboard at https://login.airliquide.com. Step 2Enter your professional email address and click Next Step 3 Enter your Windows password and click Verify. Step 4 Click Set up in the Okta Verify mobile section. The Okta Verify mobile enrollment QR code appears on the screen. You can proceed to Task 2. Case 2. Set up Okta Verify mobile through the Okta Dashboard Follow these steps if you already connected to Okta before: Step 1 From a browser, sign in to the Okta Dashboard at https://login.airliquide.com. If you can't sign in, please contact the service desk. Step 2 From the Okta Home page, click your name and then click Settings. Step 3 Scroll down to Security Methods and click Set up next to Okta Verify. Step 4 Verify your identity via an authentication factor as prompted. Step 5 Click Set up to confirm that you’re setting up Okta Verify mobile. The Okta Verify mobile enrollment QR code appears on the screen. You can proceed to Task 2. Task 2. Install the Okta Verify mobile app and add an account. Step 1 - If your mobile device is already enrolled on Intelligent Hub, you should already have the Okta Verify mobile app installed. - If your device is not enrolled, download "Okta Verify" on your smartphone from Google Play (Android devices) or the App Store (iPhone and iPad) and install it. Step 2 Open the Okta Verify mobile app and follow the next prompts. <...
access, access myhr, airliquide, com, corp, corso@eu, daniele, english, how, how to access myhr, myhr
account, airliquide, austria, austria - how to fill in bank details, bank, bank_account, com, compensation, corp, daria, details, election, employee, english, ess, expense, fill, goroshkova@eu, how, myhr, payment, payroll, self, self_service, service, workday
NaN
KB0042582
United Arab Emirates - How to Fill In Bank Details
English
daria.goroshkova@eu.corp.airliquide.com
43
NaN
Uncategorized
Published
2025-03-11 10:30:42
13
HR Knowledge Base
NaN
#########
NaN
NaN
NaN
KB0021992 v0.01
NaN
3
2024-05-16 13:17:54
NaN
NaN
EAMEI-HR-BSC-KB
NaN
account, airliquide, arab, bank, bank_account, com, compensation, corp, daria, details, election, emirates, employee, english, ess, expense, fill, goroshkova@eu, how, myhr, payment, payroll, self, self_service, service, united, workday
airliquide, bank, com, corp, daria, details, english, fill, goroshkova@eu, how, switzerland, switzerland - how to fill in bank details
NaN
KB0055079
Customer Satisfaction Survey in myHR Request
English
daria.goroshkova@eu.corp.airliquide.com
38
NaN
Uncategorized
Published
2025-03-23 0:06:46
9
HR Knowledge Base
NaN
#########
5.00
NaN
NaN
NaN
NaN
0
2025-03-19 12:16:06
NaN
NaN
EAMEI-HR-BSC-KB
NEW🎢 CSAT : Launch of the Customer Satisfaction Survey in myHR Request The Customer Satisfaction Survey will launch in the myHR Request tool on Friday, March 14th. This survey is designed to gather the end-users feedback on their experience with the support teams, the platform, and the overall time spent on their requests. Who will be surveyed? Everyone who has made one or more requests through myHR Request will be invited to participate in the survey. How often will the survey be conducted? The survey will be conducted at the closure of each HR Case, at a maximum of one survey every 2 weeks. Each requester will receive an email invitation with a link to click on to access the survey inside myHR Request. As an IT requester, you could have seen the same process on the myIT Corner platform . What questions will be asked? The survey will ask questions about the following: -Your overall experience with the support team -Your overall experience with the myHR Request platform -The time you spent on your request -Any feedback you have for us How will the results be used? The results of the survey will be used to improve the myHR Request tool and the support we provide. A dashboard will be available to HR BSC managers to monitor the results and follow up with extremely dissatisfied people. We will also hold close the loop meetings with HR teams and internal customers to address any underlying organizational issues identified by the survey. How do employees participate in the survey? Each requester will receive an email invitation to participate in the survey. Maximum one survey email sent every two weeks. Thank you for your participation as HR professional and as a requester! Your feedback is important to us, and we appreciate you taking the time to complete these surveys. This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
MIR INC0738857 - ALTO is down - login not possible (May 10th, 2021)
English
david.garcia@eu.corp.airliquide.com
4
Jean LEROY
Uncategorized
Published
2021-11-09 10:31:11
6
Major Incident Reports
NaN
#########
NaN
Bulk Supply Chain & Mobility
NaN
NaN
NaN
0
2021-05-10 13:13:56
#########
NaN
GIO-CS-EUR-PAAS-DB-L3
NaN
10th, 1wu3nzxj5o2mou0j8x5coyi2eoqdrmvpyymj3ix8uqtk, 2021, airliquide, alto, alto mobile\n \n google docs link :\n https://docs.google.com/document/d/1wu3nzxj5o2mou0j8x5coyi2eoqdrmvpyymj3ix8uqtk/edit, com, corp, david, docs, document, down, edit, english, garcia@eu, google, https, inc0738857, jean, leroy, link, login, may, mir, mobile, not, possible
NaN
KB0015306
GIO EUR - POWER CUT Electrical Maintenance on site - Shutdown and Reboot Server(s) & Infra Device(s)
English
david.lucas@eu.corp.airliquide.com
53
Malik MERIDJA
Uncategorized
Published
2025-07-29 21:51:23
50
myITcorner
NaN
#########
4.73
NaN
NaN
NaN
NaN
3
2019-11-18 17:25:25
#########
NaN
GIO-PCI-ITSM-Global Process Manager
If you need to plan a Power Cut on an Air Liquide site, please follow below steps: 1) Contact your Help Desk per Phone or via MyITCorner, 15 days prior to the Power Cut latest. 2) Provide the Help Desk with the following information: Site ID / location name Schedule Planned Start Date Schedule Planned End Date Local Contact that will be onsite during the operation Name Mobile Fixed Phone Email Backup of the local contact (Same information needed) Then 2 scenarios are possible: A) You have Servers, Mass Storage Devices (NAS) and/or Firerwalls managed by GIO on site: GIO will coordinate with you the shutdown/restart of all GIO managed equipments through a Change. B) You only have Network devices such as Switches, Wifi Access Points managed by GIO on site: GIO Network Teams will be informed of the operation in order to stop the Monitoring on these equipments and no coordination will be needed. In case some Network equipments don't restart properly after the maintenance, please call your Help Desk to open an incident. Note: if you have Industrial devices onsite, please contact AL Services via the following address mail: customer.service-paris@alizent.com In case of any questions, suggestions or comments, please do not hesitate to contact wwgio-it-cs-servicedelivery@airliquide.com
How to set up the ServiceNow Agent mobile app on your enrolled smartphone
English
David.RAKOTOMANGA@eu.corp.airliquide.com
2
Laurence AZERRAD
OKTA / Mobile Enrollment
Published
2025-07-28 16:49:13
24
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
3
2019-12-04 11:39:54
#########
NaN
GIO-PCI-ITSM-Global Process Manager
You can use the ServiceNow Agent mobile app to manage your approvals in ManageMyService (MMS). After downloading the ServiceNow Agent mobile app from Intelligent Hub, follow the instructions below (Pre-requisite: your smartphone must be enrolled with Intelligent Hub and activated in 1 Time Pass) 1 - Launch the ServiceNow Agent app on your smartphone and enter our MMS instance URL: airliquide.service-now.com Hit ‘Connect’ 2 - Hit ‘Continue’ when prompted 3 - A Multipass prompt appears, enter your email address and hit “Validate” 4 - Use your 1 Time Pass app to validate your authentication 5 - And you are in !
CHINA - New URLs for Application which have affected during the FengShui Decoupling project
English
dayana.bintiahmad@as.corp.airliquide.com
274
Jack Keong WONG-SC
Uncategorized
Published
2025-07-23 6:48:08
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
6
2025-07-23 6:47:54
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:CHINA ENTITY:BIS APAC SYMPTOM: W.E.F from November 2024, there is a list of application relocating with a new URL link due the Fengshui Decoupling project which meant to keep Chinas data in China Mainland. Please refer to the new URL dedicated for the application given in the table below; STEPS: Below is the list of new URL links for the affected applications Application New URL Links Gideons Web https://ac-gidpa-gcc.as.corp.airliquide.com/GideonsWeb/china/WebClient/#/md Gideons OSS https://ac-gidpa-gcc.as.corp.airliquide.com/Gideons/China/OSS/ Gideons Lite https://gideons.airliquidechina.com/China/Lite/#/login DEMC/ WIP https://ac-gidpa-gcc.as.corp.airliquide.com/gideons/china/wip/#/ CIS https://gideons.airliquidechina.com/CIS/China/Account/Login CIS Mobile APK https://drive.google.com/file/d/1qkJsakFx6IEFyzSca-fpNQ5jl64KLnu4/view GTS Web https://ac-gidpa-gcc.as.corp.airliquide.com/GTS/CHN/RC/#/mdi/delivery GTS Mobile/ Smartdrop APK https://drive.google.com/file/d/1eEDtcTNUxDf8d7UjUUq0dlc3Wx0dwKi6/view BLAC (Desktop) https://drive.google.com/file/d/1T2zJZuIV69Ncy9m3pRCdzd0Ab1wxK5xb/view BLAC WEB https://ac-gidpd-gcc.as.corp.airliquide.com/reports/report/BLACReports/China/07%20-%20Telemetry%20Reports/BLAC_Rpt_Trans_TankLevels_Listing_SiteName_Pivot OBC APK https://drive.google.com/file/d/1ix1fstyQc4e17q7iAX3iqnXYHFO5sQCx/view BAR+ https://barplus.airliquidechina.com/china/login Bar+ Mobile (Android) https://drive.google.com/file/d/1ghMeNSmVlm1pzTLu63jf6KBBhorhpvoA/view Bar+ Mobile (IOS) https://drive.google.com/drive/folders/1NlxyEqm7jRZjPdWBU2hLtj7gtIigpcTL MyGas Internal https://ac-gidpa-gcc.as.corp.airliquide.com/MyGas/ MyGas External (no change) https://mygas.airliquidechina.com/MyGas/CN/#/home IMS https://ac-eappp-gcc.as.corp.airliquide.com/IMS/#/ **REMINDER** MyGas Internal is for AL staff and MyGas External is for customer. However, some AL staff also registered as external as they manage their customer account on behalfFor Mobile applications like GTS and OBC, if user faces issue like being unable to open the application or finding it missing, SD can help them submit a ticket(including screenshot or video attachment) and assign to Onsite . For other issues, such as login problems, those should be directed to the appropriate resolver team LOGGING CATEGORISATION: Business service: respective app's business service Configuration item: (if applicable) Situation: depends respective situation Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: depends respective situation ARTICLE TYPE: Assignment TEAM: L1.5
To streamline L1.5 process related to FSSC MDM team
English
dayana.bintiahmad@as.corp.airliquide.com
15
NaN
Uncategorized
Published
2025-09-24 11:38:36
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
0
2025-09-24 11:37:46
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User raised an incident/request ticket to report issues regarding AME or e-Expense, but without the employee record created. BEFORE YOU START:1) Run this query to confirm if user have an employee record created in Oracle:selectapap.person_id,apap.business_group_id,ahou.name,apap.current_employee_flag,apap.employee_number,apap.email_address,apap.full_namefromapps.per_all_people_f apap,apps.hr_operating_units ahouwhere 1=1and apap.business_group_id=ahou.business_group_idand lower(apap.email_address)=:P_email_address 2) Run this query to confirm if user have an employee record created in e-Expense: SELECT * FROM EX_EMPLOYEE WHERE EMAIL_ADDRESS LIKE '%%' STEPS: 1) e-Expense employee account creation: We will initiate an email to the FSSC MDM team at , email is to be sent from MMSCopy (CC) the user in the email to ensure they are aware of the redirection.Then inform them that we will close the ticket since no further action is required from us.? Sample e-mail to FSSC & User (in one email): Dear FSSC MDM Team, We received an IT ticket from [Users Name]. Upon checking, we found that the employee record is not available in e-Expense for the respective country. Could you please assist in creating the employee profile in e-Expense so that the user may proceed with their IT Request? [Users Name] has been copied on this email for visibility. Once the profile has been created, the user will be able to access e-Expense. As no further action is required from our side, we will proceed with closing IT ticket [Ticket Number]. Thank you for your support. Thanks & Regards, Air Liquide GlO Service Desk Application Support 2) Oracle employee creation for AME Send two separate e-mails to user and to the FSSC MDM team, bothe e-mails to be sent from MMSInform the user that their employee record is not available in Oracle for the respective business group.Advise the user that the correct process is to contact the FSSC MDM team before submitting an IT Request (AME).Initiate an email to the FSSC MDM team to highlight the issue.Copy (CC) the user in the email to ensure they are aware of the redirection.Notify the user that, since we are unable to proceed without the employee record, the current request is no longer valid, and we will proceed to cancel the ticket.Request the user to resubmit the IT Request (AME) once the FSSC MDM team has created the employee profile for the business group. Sample e-mail to FSSC: Dear FSSC MDM Team, We received an IT Request (AME) from [Users Name]. Upon checking, we found that the employee record is not available in Oracle for the respective business group. Could you please assist in creating the employee profile in Oracle so that the user may proceed with their IT Request? [Users Name] has been copied on this email for visibility. Once the profile has been created, the user will be able to resubmit their IT Request. Thank you for your support. Thanks & Regards, Air Liquide GlO Service Desk Application Support Sample e-mail to user: Dear [Users Name],We have reviewed your request and found that your employee record is not yet available in Oracle for the respective business group.As per the correct process, the FSSC MDM team needs to create the employee profile before an IT Request can be submitted. To facilitate this, we have initiated an email to the FSSC MDM team (myalbssb-fssc-mdm@airliquide.com) and included you in copy for visibility.Since we are unable to proceed without the employee record, this request is no longer valid. Therefore, we will proceed to cancel the current ticket. Once the FSSC MDM team has created your employee profile, kindly resubmit your IT Request so we can process it accordingly.Thank you for your understanding and cooperation.Thanks & Regards, Air Liquide GlO Service Desk Application Support LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE/BAP - HUB - EAPPS - E-EXPENSE Configuration item: ORACLE/E-EXPENSE Category: Application Subcategory: Support/Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident/Request ARTICLE TYPE: FLR TEAM: L1.5
GIDEONS - Unable to view and update price on DO in CSS
English
dayana.bintiahmad@as.corp.airliquide.com
48
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-18 5:29:51
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
26
2025-08-18 5:26:22
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: One user or few users are unable to view or update the unit price on DO. Current Situation: Price details are not visible User expectation: Price details are visible POSSIBLE CAUSES: Display price isnt enabled in AL security BEFORE YOU START: Please make sure to include screenshot, user ID, display price to the ticket STEPS: 1. Check is the account enabled display price in AL security If display_price= 0 or not tick in AL security, then guide the user to raise an access/permission request to apply it through the IT corner. https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=9a60c9a50f51cb00aca9c9cce1050ec0&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 Or https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=fc02c9a7374b8700e1a4cea954990ebe&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 (For China users) LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User raised a request to have the AL Security access BEFORE YOU START:1) Please confirm if the user is an IT user who's performing IT request task, if yes, user may raise the request via the catalog: Manage Gideons Authorizations. Please note the access level should be Admin and install the AL Security application at user's PC. 2) If user IS NOT performing IT request task, please follow the steps below. STEPS: 1) Inform user that, following the latest IT policy, only IT personnel performing tasks from IT Requests should be granted AL Security Admin access. Therefore, we are unable to fulfill the request. 2) For request/issue related to access for Gideons/GTS/BLAC/BAR+/CIS/CFD/Envision/Bulk Upload, user MUST raise a catalog ticket in Manage Gideons Authorizations and Service Desk team will assist with the fulfillment. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS AL SECURITY Category: Application Subcategory: Access Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: FCR, Process, Assignment TEAM: L1, L1.5 Apps
Cross-domain AD Group Access - Non-APAC users requesting access to APAC AD groups
English
dayana.bintiahmad@as.corp.airliquide.com
22
NaN
Uncategorized
Published
2025-09-25 6:56:24
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
2
2025-09-25 6:55:00
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Non-APAC users requesting access to APAC AD groups BEFORE YOU START:1) Check if user have the TEISAN (Asia) ADM ID created in CARM. If not, guide user to raise an incident ticket to the CARM team and apply the following template for the ticket description: "Please create an Asia ADM account for [first.last name]. This person needs the additional admin account to perform the daily task as a [job title] supporting applications. One of the scope is to support Gideons application which is primarily on Asia domain hence the request. An example will be Gergely CZECHMEISTER-SC account that also supports Gideons from the EU" STEPS: 1) Once the TEISAN ADM ID is obtained, guide user to submit the request: Add / remove Active Directory Groups Members | ServiceNow Production Environment Important: If the user has no access to the above link, advise them to contact their manager/supervisor to submit the request on their behalf. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guided user to raise GIO request. In case of blank ESS Incident submitted by an end-user: Business service: GIO - EUS - Service Desk Configuration Item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted
access, ad, ad groups access, admin, airliquide, apac, asia, bintiahmad@as, com, corp, cross-domain, dayana, english, group, groups, non-apac, requesting, software, users, windows, windows admin asia
NaN
KB0019417
Gideons - How to Change Credit Note/Debit Note Approver - Process guidance for L1.5 Apps Team
English
dayana.bintiahmad@as.corp.airliquide.com
158
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-30 5:50:10
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
73
2025-07-24 10:29:37
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User request to change the Credit Note/Debit Note Approver in Gideons BEFORE YOU START: Please ensure that you have the access rights to the AL Security module. STEPS: Open the AL Security.Choose a. Application? - GIDEONS b. Country? - Select the users country. c?. Click on ?OK? to proceed Click on ?Security? > ?Security Manager.? In Security Manager module, choose the following Step a? - Click on Groups. Step b? - Search for the Credit Note/Debit Note s group name and level. As example: CN_UM WEICHI BOS-QD SHANDONG, it has 8 levels of the groups. SD should refer to the Excel/Information which is given by the user in CATTASK. Step c - Click on ?Assign Users ?once selected the group name and level. In the Assign Group Users of group selected, Step a? - search the ID/Username of ?previous approver? and untick in the Select column? (b) Step b - search the ID/Username of ?new approver? and tick in the Select column ?(b) Step c ?- Click on Save to proceed. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Resolution Notes: L1.5 Apps team has fulfill the request ARTICLE TYPE: FCR, Process TEAM: L1.5 Apps Team
EPIC - Guide on When to Advise Users to Contact the POS Team
English
dayana.bintiahmad@as.corp.airliquide.com
38
NaN
Uncategorized
Published
2025-08-13 3:38:11
8
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
2
2025-07-24 8:41:32
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User raised an incident ticket to report issues regarding Procurement/EPIC/Coupa BEFORE YOU START:1) Please confirm the issue the user is experiencing related to the following POS support type: Support for Supplier Administration: The creation/ maintenance of new suppliers' issuesSupport for Purchase Order: Change, Cancellation, Invoicing issue, Good Receipt, Payment Term Change, Payment due date changeSupport for Data extraction from Epic (PO, PR, GR or Invoice Reporting data) 2) Please confirm if the user has contacted the Procurement team via the POS Google Form link, if they have and the issue still persists, please escalate it to the EPIC COE team. 3) Issue relating to access should be handled by IT (CARM, EPIC L4). Therefore, please validate the issue (Example: Error while submitting EPIC access request in CARM, EPIC line manager update request issue, EPIC approval issue) STEPS: 1) Guide user to contact the POS team via the POS Google Form link2) Ensure it is related ONLY to the support types highlighted below: LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Support/Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User needs access to Smart List Report for Gideon STEPS: Guide user to raise a Manage Gideons Authorizations request using this link and mention the smart list report name: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=9a60c9a50f51cb00aca9c9cce1050ec0Once CATTASK is approved by the Manager, close the CATTASK for L1.5 to assist. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
Oracle - Request to update the FSSC approver for Oracle GL Journal
English
dayana.bintiahmad@as.corp.airliquide.com
94
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:08:24
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
19
2025-09-03 11:01:42
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User request to update the FSSC approver for Oracle GL Journal BEFORE YOU START:Note: Please confirm with user that this is for Oracle GL Journal, and not for FSSC Snow (BAP - HUB - APAC Servicenow). For FSSC Snow approval change, please guide user to submit the FSSC request using this catalog: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=22adf3324f13f600eaa6ab6ba110c77c&sysparm_category=51fe7b324f13f600eaa6ab6ba110c73d For L1: Advise user to raise request Create New or Update to AME (Select: To add FSSC or Affiliates for GL approval ) https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=f23c03d9db5818d032b792b8f496195e&sysparm_category=3c3b174a4fcf3e40eaa6ab6ba110c725 For L1.5 : Have access to XX Payables Admin > Lookup > Payables > Type: CUX_GL_FSSC_APPROVER_LIST STEPS: 1. Search for Type: CUX_GL_FSSC_APPROVER_LIST 2. Search by Tag, example BG_ALK 3. Replace the new approver's employee number and name 4. Save the update LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Sub-category: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update as steps given. TICKET TYPE: Request ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If the user is requesting to be added to Inventory location BEFORE YOU START: Please make sure that user submitted a CATTASK for GTS/Gideon access via myIT corner.https://airliquide.service-now.com/myitcorner > search for GTS Account/Permission Request Path: https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D8ae206310f59cb00aca9c9cce1050ebf The service desk agent must be assigned to the inventory location in the country.Please confirm with the user which location he or she should be assigned. STEPS: Once request is received, create the account in AL Security to assign the country first After giving access on AL Security, you may proceed to assign inventory locationPlease click the below relevant link for the entity you are supporting: https://docs.google.com/spreadsheets/d/1XjRhc764y1q72tbVgEiTpMXICphff5xTLs-Zpzoteco/edit#gid=703310116 Below are the steps to add it: Open the link above it depends on the entity.Click on Configuration, then Inv. Location Supervision Click refresh Icon to view all the locationDouble click the location, and it will open the option to assign it. Click assign user Search for the username Choose the username and it will be added on the list, once done. Click on Save and user will be added on the inventory location For other entities that is not available via web, you can assign inventory location using the GTS Application. > Open the GTS Apps on your PC , (the below example is for ALSG) >Choose the Country >Click Configuration, Inventory Location Management >Choose the Inventory Location Type and click search, choose Filling Station >Double click on the location, go to Users tab and look for the users name, check it, and click Save LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Access Resolution notes: Service Desk will assist the user to add them to the inventory location. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
EPIC - Re-open Closed/Soft Closed Purchase Order (PO)
English
dayana.bintiahmad@as.corp.airliquide.com
129
Julia RAMLAN-SC
Uncategorized
Published
2025-07-08 12:36:29
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
105
2025-07-08 12:36:16
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: User request to re-open the Closed/Soft Closed Purchase Order (PO) in EPIC POSSIBLE CAUSES: Require for Credit/Debit Note. BEFORE YOU START: Have access to EPIC STEPS: Check for the Purchase Order (PO) status in EPIC. If the Purchase Order (PO) status is Closed, the PO is unable to re-open. The Purchase Order (PO) is able to re-open if the status is Soft Closed. However the re-open of Soft Closed PO can be done by local procurement team. Advise user to contact local procurement team for further action. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Data issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Advise user to contact local procurement team. TICKET TYPE: Incident ARTICLE TYPE: Escalation TEAM: GIO-EUS-SD-APAC-L1.5
Gideons/GTS/BLAC/BAR+ - Mass Removal of User Access
English
dayana.bintiahmad@as.corp.airliquide.com
7
NaN
Uncategorized
Published
2025-09-25 6:51:28
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
0
2025-09-25 6:51:14
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User wants to request for Mass Access Removal in AL Security for Gideons/GTS/BLAC/BAR+ BEFORE YOU START: Check the Eligibility Criteria with user: Minimum Threshold: This request is applicable only when the removal of access involves 15 or more user accounts. Requests involving fewer than 15 accounts should be handled through individual access removal procedures. For fewer than 15 accounts, advise the individual submission via the standard Manage Gideons Authorizations request process. STEPS: 1) Guide user to submit the MyITCorner request: Mass Removal of User Access to Gideons LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
access, airliquide, bar, bintiahmad@as, blac, com, corp, dayana, english, gideons, gts, mass, removal, remove, remove access in gideons
NaN
KB0025014
CFD - functional issue
English
dayana.guerra@eu.corp.airliquide.com
16
Lukasz KACZMARCZYK
Uncategorized
Published
2025-08-29 14:56:50
5
GIO Service Desk
NaN
#########
NaN
Bar+ Customer Relationship Management
NaN
NaN
NaN
3
2025-08-29 14:53:19
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: User from PL-AL POLAND/PL-ALKAT is calling to report functional issue within the CFD application. STEPS: Create an incident and assign it to BEU-EE-IALADIN CC-L2/L3. Key user: Jedrzej Lewacki LOGGING CATEGORISATION: Business service: Bar+ Customer Relationship Management Configuration item: BAR+ - EASTERN EUROPE - PROD Category: Application Subcategory: Bug / Defect Assignment group: BEU-EE-IALADIN CC-L2/L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User needs to connect to Odigo PINK SODA but he/she forgot the password or the account is locked. BEFORE YOU START: Make sure user is connected to AL server. STEPS: Create an incident and send it BHC-SUPPORT-L1. LOGGING CATEGORISATION: Business service: BHC - CEX - Odigo Configuration item: ODIGO - PROD Category: Application Subcategory: Account and Password Assignment group: BHC-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
account, airliquide, bts, can, cannot, com, corp, daniela, dayana, english, forget, forgot, guerra@eu, in, locked, log, login, logon, not, odigo, on, password, pink, pjetri-sc, reset, soda
NaN
KB0044131
Power BI- Unable to open report visualizations
English
dayana.guerra@eu.corp.airliquide.com
85
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-29 14:34:52
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BI
NaN
NaN
NaN
50
2025-07-31 10:02:06
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is unable to open Power BI visualizations report. POSSIBLE CAUSES: Extension is not allowed yet. You should see the below the error message. BEFORE YOU START: Check if the user has access to the Power BI system, you may check via CARM.Check the error message. STEPS: In the report, go to File > Options and Settings > Options.Under Global section select Security section on the left. From the Data Extensions section, select the radio button for (Not Recommended) Allow any extension to load without validation or warningClose and re-open the report and user should be able to access itYou can refer the troubleshooting on this link: https://www.autodesk.com/support/technical/article/caas/sfdcarticles/sfdcarticles/Uncertified-Connector-error-when-connecting-Power-BI-to-Assemble.html LOGGING CATEGORISATION: Business service: BAP - HUB - BI Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will guide the user to allow the extension by following the troubleshooting steps above. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bi, bi-, com, corp, dayana, english, guerra@eu, matutina-sc, open, power, power bi, report, rose, unable, unable to, visualizations
NaN
KB0015964
BUSINESS OBJECT - Access
English
dayana.guerra@eu.corp.airliquide.com
193
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-07-29 18:13:08
7
GIO Service Desk
NaN
#########
NaN
BHC - BI - Business Objects
NaN
NaN
NaN
109
2025-05-05 9:48:25
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling to ask access to Business Object. Business Object is a reporting tool (provision of queries and report creation) and data analysis. BEFORE YOU START: Check if user has local admin rights on his PC. People within Air Liquide that use this Application today: - FR-ALHIST - FR-ALEHOS DEVELOPMENT - FR-ALEHOS SERVICES - FR-PHARMADOM-ORKYN - FR-VITALAIRE - FR-DINNO SANTE - FR-ADAIR - FR-ADEP - FR-ARAIR ASSISTANCESTEPS: BO access request - https://docs.google.com/forms/d/e/1FAIpQLSfcpbLxbh3l8oJ8w4kIsitjSqEGTY4e6KzqBKEt4T08aKC43Q/formResponse Launch BO: http://bohhc.eu.corp.airliquide.com:8080/BOE/BILaunchpad on user`s PC. What ID is used to login: windows id (SSO) LOGGING CATEGORISATION: Business service: BHC - BI - Business Objects Configuration item: BUSINESS OBJECTS - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to request for access to BUSINESS OBJECT TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, bazonnard, bo, bo access, business, business object, com, corp, dayana, english, guerra@eu, homecare, marie-cecile, object, request
NaN
KB0024760
CFD - authorization issue / error
English
dayana.guerra@eu.corp.airliquide.com
44
Lukasz KACZMARCZYK
Uncategorized
Published
2025-08-29 14:56:45
5
GIO Service Desk
NaN
#########
NaN
Bar+ Customer Relationship Management
NaN
NaN
NaN
4
2025-08-29 14:53:34
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to report that he/she is unable to log into CFD application due error 401, "You are not authorized to use this application". BEFORE YOU START: Confirm with user that he/she was able to access CFD before and/or has got already access to it. STEPS: 1. Go to your Air Liquide gmail and click on the My Account Button 2. In the Sign-in and Security section click on the Apps and account access 3. Next click on the manage Apps Button 4. Click on Bar+ Google Synchronization and click on the Remove Access Button 5. After that Click ok 6. In the CFD- application Press F12 on the keyboard and clear the cookies related to our CFD application. 7. Right Click on the http://localhost and clear the cache 8. After that, in CFD application Ctrl + F5 (Refresh the application) If the issue persists follow KB0044272. LOGGING CATEGORISATION: Business service: Bar+ Customer Relationship Management Configuration item: BAR+ - EASTERN EUROPE - PROD Category: Application Subcategory: Account and Password Resolution Notes: User was able to log into CFD application. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Aodocs extension is greyed out, cannot be used. POSSIBLE CAUSES: This can happen after an update of the computer (Chrome). BEFORE YOU START: Please note: The Smartbar extension is active only in the Drive or Gmail application. It is normal behavior to have it greyed out elsewhere. STEPS: In case it is also greyed out in those pages, it can happen after an update of the computer (Chrome). 1. Restart the system and open Chrome (make sure you accept and give rights to AODocs Smartbar when prompted) 2. If the system does not ask the user, try to refresh the Smartbar Click on the AODocs icon to open the AODocs pop-up and use the circle arrow on the bottom 3. If it still does not activate it, uninstall and reinstall the Smartbar 4. In case the issue persists, assign an incident to GIO-EUS-DWP-AODOCS-L3 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Aodocs - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-DWP-AODOCS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L3
Canada Telephony - Add, Move, Change, or Delete user extension
English
dayana.guerra@eu.corp.airliquide.com
292
Max ANSHILEVICH
Uncategorized
Published
2025-09-29 14:56:48
7
GIO Service Desk
NaN
#########
3.33
GIO-NET-Office Telephony
NaN
NaN
NaN
462
2025-05-05 9:54:29
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: This KB aims to describe how to proceed if a Canada user would like to Add, Move, Change, or Delete user extension on their DeskPhone. BEFORE YOU START: For Bell BTC, check the following KBs: KB0049578 - Bell BTC Soft Phone - Requests KB0030293 - Bell BTC Soft Phone - Functional Issues STEPS: In case a Canadian user is reaching the Service desk to Add, Move, Change, or Delete user extension on their deskphone, please redirect the user to the needed request on MyITCorner. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:France ENTITY:BIS Home Healthcare SYMPTOMS: User is facing functional issue within Carelink app even after reinstalling it. BEFORE YOU START: This is applicable only for French BIS Healthcare users Make sure that the software is properly installed on the user's PC and the user is connected to Airliquide/iVanti network. If Carelink is not installed, follow : KB0012860 STEPS: Open an incident and assign it to HCDIT - EXPLOR-L3 Screenshot is Mandatory before dispatching the ticket. LOGGING CATEGORISATION: Business service: BHC - Other applications Configuration item: Hostname Category: Application Subcategory: Bug / Defect Assignment group (if not L1): HCDIT - EXPLOR-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
accessible, airliquide, bazonnard, bhc, bug, care, carelink, com, corp, corrupted, data, dayana, english, functional, functional issue, guerra@eu, home, home care, issue, marie-cecile, not, patient
NaN
KB0048573
Mobile Devices - SIM Card Activation for US Users
English
dayana.guerra@eu.corp.airliquide.com
97
Sherri MURRAY-SC
Uncategorized
Published
2025-07-31 9:52:40
5
GIO Service Desk
NaN
#########
NaN
GIO-EUS-Mobile Fleet Management
NaN
NaN
NaN
15
2025-07-31 9:51:27
#########
NaN
GIO-NET-TEM
COUNTRY:USA ENTITY:BIS AMER SYMPTOMS: This KB article describes how to proceed if user from the USA would like to activate a SIM card. STEPS: If the user has received a SIM Card but it is still not active, gather the SIM Card number and assign the ticket to the support group as per Logging Categorization below. LOGGING CATEGORISATION: Business service: GIO-NET-Fixed & Mobile Communications Configuration item: Other Category: Application Subcategory: Support Assistance Assignment group: GIO-NET-LEGACY-CELL US TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: OSS
COUNTRY/REGION:AMEI ENTITY:All SYMPTOMS: User would like to install Caseware Application STEPS: Guide the user to MyITCORNER to request software installation as per KB0012053 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: "Guidance to MyITCorner" request submitted.
COUNTRY/REGION:LI, IM & EL entities ENTITY:Global SYMPTOMS: SCADA support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) SCADA is an application used by LI & EL plants to monitor plants activity. The goal of this application is to collect in real time a large set of data to help the operations. It is composed of a central architecture (Tier 2) where all the data are centralized, one in Paris and one in Singapore hosted on AWS (Tier 2). A hub SIOC Central SCADA (Tier 1.5) ease the data access to the SIO Center users. Every plant has a local infrastructure to collect the data locally (Tier 1). Importance: Used daily to monitor and optimize LI & EL plants production Applicability: EU, AMEI & APAC 6 control centers (Brussels, St Priest, Dubai, Kuala Lumpur, Shanghai) Website link: EU : https://scadaportal.eu.corp.airliquide.com/ APAC : https://scadaportal-asia.as.corp.airliquide.com/ In order to have access to SCADA (SCADA Tool Box, SCADA.Control, SCADA Tagbuilder, PI Vision access), the users have to create an ADHOC and request access to certain regions/countries. Then, ALZ L2 support will add permissions to their SCADA Web account through the SCADA.Toolbox Note: "ProcessView" is no longer supported by Alizent since it is an obsolete application (license can't be upgraded which created a security hazard, and can only access "Processview" display on Internet Explorer, which has been decommissioned from all Air Liquide computers). Alternatively, user should user PI Vision STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, Assess the priority 4. Assign the ticket to the hub support group: EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 LOGGING CATEGORISATION: Business service: Please follow affected user's region - ALZ - AME - Production Asset - ALZ - APAC - Production Asset - ALZ - EU/AMEI - Production Asset - ALZ - WW - Production Asset Configuration Item Local SCADA: all local CI following this structure: SCADA - Country - Plant Name - PROD Ej: SCADA - FR - Feyzin - PROD SCADA - SG - J9 - PROD Category: Application Subcategory: Bug / Defect Assignment group: EU & AMEI: ALZ-EU-GCS-Production Assets-L2 APAC: ALZ-AP-GCS-Production Assets-L2 AME: ALZ-AME-GCS-Production Assets-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS: When looking for the Bitlocker recovery key in Bitlocker Ui , it's not possible to generate the key with the hostname or the recovery ID.Error when looking for the recovery key with the hostname: Error when looking for the recovery key with the recovery ID:? BEFORE YOU START: Please check as per KB0018824When you're checking, make sure that you have the correct hostname of the computer and that it is followed by the correct domain as per the following: STEPS: 1. Check the recovery ID with the user (it should be visible on the page where the PC asks for the Bitlocker recovery key), and note it down in the ticket description!2. Check if you can generate a recovery key with the recovery ID.3. If KO, double check with the user to make sure it's correct.4. Ask for the concerned PC's service tag/hostname from the user and note it down in the ticket. 5. If still KO, check with the hostname (make sure to add the domain after the hostname as above screenshot!)If you are unable to generate the recovery key, please make sure that you note down both the recovery ID and the hostname in the ticket, and kindly assign it to Onsite For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname (get service tag if user can't get it) Category: Devices Subcategory: Security Assignment group: Onsite support For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, bitlocker, bts, com, corp, data, dayana, dell, dell data management, english, found, gerhards, guerra@eu, hardware, id, key, maik, management, not, not found, recovery, recovery id, recovery key, software, windows
NaN
KB0049537
Canon UniFlow Printer - Canon technician asking for admin password
English
dayana.guerra@eu.corp.airliquide.com
198
Sebastien PLAUD
Printing / Devices
Published
2025-07-30 11:49:45
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
41
2025-05-05 14:32:52
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
REGION:GLOBAL ENTITY:ALL SYMPTOMS: A Canon technician is installing a Uniflow Canon printer in the site and is asking for the printer admin password to set it up STEPS: Ask user or caller to contact Canon support in order to get the necessary assistance given that we don't have the admin password of the printers If the caller is unable to contact Canon support please create a ticket and assign it to the below assignment group LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Situation: Secure print Assistance [Incident] Category: Devices Subcategory: Printers Assignment group (if not L1): GIO-EUS-GOPS-CWS-L3 Resolution Notes: User was redirected to Canon support for further assistance TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: GIO-EUS-GOPS-CWS-MPS-L3
SAP Epinal account creation request via My IT Corner
English
dayana.guerra@eu.corp.airliquide.com
290
David LUCAS
Uncategorized
Published
2025-07-30 12:28:51
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
162
2025-06-18 14:25:42
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User needs to request new account for Epinal production BEFORE YOU START: Check if the user has access to SAP MPA (SAP iAladin) as Epinal can be accessed with an SAP MPA account directly. If the user has an MPA account already, there is no need to request a separate Epinal account! WISE is available mainly only for NEC entities in France. Key users for other entities: Germany - Eva WiggerBelgium and Netherlands - Alexander ArzhankinUK and Nordics - Daniele Ferrari STEPS: Help to user raise request in My IT Corner: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item_guide&sys_id=010dc2314f0b1a403d9524fe0310c7f9&sysparm_category=4e84a2064f07c2009864ca1f0310c79c 1.Help to user raise request in My IT Corner: 2.Fill out Requested For field (should be the name of user who needs the new account creation) > choose from drop down list under What do you want to do the User/Account creation > Choose Epinal - User (for WISE)> click on NEXT > 3.In Action type choose creation > ask from user a reference account ID > If user had an account, but it is now expired, they can populate the "existing account" field with their own account ID > choose the desired account type (most of the time it should be Business end user) if user needs some special permissions ask user to write it to the comment > If filled out everything click on Checkout If the user needs it, or you find it useful, you can also share this guide to Epinal: https://docs.google.com/presentation/d/1ihvFy3jCjmjNo4qAUKlqnbQO-_LsbbusNI8hYt3z4vc/edit LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Standard software request submitted.
account, airliquide, applications, com, corner, corp, creation, david, dayana, english, epinal, guerra@eu, lucas, my, my it corner, other, other applications, production, request, sap, software, via
NaN
KB0011681
CARM - Business Partner account creation
English
dayana.guerra@eu.corp.airliquide.com
217
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:25
6
GIO Service Desk
NaN
#########
5.00
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
162
2025-08-29 11:57:44
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User needs to request account for a Business Partner BEFORE YOU START: Only HR user or access management can raise an on-boarding request . STEPS: Redirect the HR role user to CARM Click on ' Onboarding'Select the Entity and site for the user, at the 'Type of person' select 'External user' > Click on NextAt the common information fill out the mandatory fields > Click 'Next'At the 'Additional information' add the 'Title', 'Department' and 'Email address' Comments can be added > Click on 'Submit'Request can be checked in 'My Request' LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
access, account, account creation for business partner, airliquide, business, can, cao, carm, collaboration, com, corp, create, creation, dayana, english, google, guerra@eu, how, how the partner can create a google account (for collaboration), partner, partners, remote, secure, secure remote access for partners account for the partner, vincent
NaN
KB0014746
Domain - How to join the domain from user PC
English
dayana.guerra@eu.corp.airliquide.com
203
Maik GERHARDS
Uncategorized
Published
2025-07-30 11:34:28
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
62
2025-05-26 16:51:14
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: KB is L2 scope case: at the Windows login page the user can only see a profile called "GIOLac" without the possibility to change user. This can come up after a migration or remasterisation of a PC. case: the user receives an error message on the login screen that states that the PC is out of the domain, although the PC is in the right Organizational Unit (OU) in Active Directory. Once we are on in the GIOLac account, this is how we can join the PC to the domain from the endpoint. STEPS: Connect to the GIOLac account on the users PC (KB0014745) via VNC and join the PC to the domain. We can do this in two ways: Using PowershellUsing the Graphical User Interface (GUI) of Windows Using Powershell 1 - Execute Powershell with admin privileges 2 - In the following Powershell prompt please type: Add-computer -DomainName eu.corp.airliquide.com without quotation marks, then hit Enter. 3 - Provide your ADM credentials in the following prompt and hit OK 4- Wait for the positive confirmation and reboot the PC. Using GUI 1 - Go into the Computer Properties (right click on My Pc and "properties") and click on "Change settings" 2 - Click on "Change" under the first tab 3 - Select: 'Domain' and type in eu.corp.airliquide.com and click OK 4 - provide ADM credentials 5 - click ok on the pop up window 6 - Close the System Properties window 7 - Click Restart in the following prompt to restart the machine IMPORTANT: Do not reboot the machine before this step LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Assignment group : For APAC: assign to Onsite for EU: GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, com, corp, dayana, domain, english, gerhards, giolac, guerra@eu, hardware, how, join, maik, out, pc, pc out of domain
NaN
KB0034616
MacOS - application install
English
dayana.guerra@eu.corp.airliquide.com
96
Ronald IVANYI-SC
Uncategorized
Published
2025-06-18 14:47:21
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mac OS
NaN
NaN
NaN
24
2025-06-18 14:44:57
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user would like to install any app on the mac STEPS: The user would like to install any app on the mac, there are several ways to do it Air liquide application (ivanti, Citrix, okta etc...): Intelligent hub non-Air liquide Applications (whatsapp, etc ) : App store ( note: apple id account required ) Any other non-standard application that is not available as per previous options, but can be downloaded/user has the source (example: Photoshop)The user can install any app from any secured website, simply they can install it as they have admin right (local account or Yourway) ISSUES: User does not have an option to install the application with Yourway(Cyberark), even though it is installed, the Mac is enrolled, and the user is getting the following error message:"XY software cannot be opened due to unidentified developper." In this case, the issue might be that the application does not have a signature, so installing it will not be possible, it will be blocked for security reasons.If the user insists, they can submit the Add app to corporate catalog GIO request to whitelist the application. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mac OS Category: Application Subcategory: Installation / Deployment Assignment group (if not L1): L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
adobe, airliquide, al, app, app install, apple, application, chrome, com, corp, dayana, english, guerra@eu, how, how to install an app, install, installation, installer, ivanti, ivanyi-sc, m1, m2, mac, macbook, macos, non, non al app, okta, pomme, ronald, safari, software
NaN
KB0026308
Aspen - License not working
English
dayana.guerra@eu.corp.airliquide.com
82
Thomas LANZENDORF
Uncategorized
Published
2025-09-29 14:33:41
6
GIO Service Desk
NaN
#########
NaN
BEC - Aspen Engineering Suite Service
NaN
NaN
NaN
15
2025-06-24 9:30:38
#########
NaN
BEC-AES-ASPEN- ENGINEERING-SUITE
COUNTRY/REGION:GERMANY / POLAND ENTITY:BIS E&C SYMPTOMS: Aspen License is not working POSSIBLE CAUSES: Possible error: error code 18/26 STEPS: 1: Open Aspen One SLM License Manager 2: Click on « Configure », you will be prompted for administrator elevation privilege. 3: Remove saec-licep03 and type server name or IP Address and then click on Add server and type saec-aslmap01: 4: Click on « Show Buckets » : Keeps all the boxes checked: 5: Click on « Apply Changes » : 6: Open an Aspen product go to Help tab, check the About and verify the licenses Ex.: HYSYS 10: Click on File and About Click on Licensing Information or same in Aspen Plus V9: LOGGING CATEGORISATION: Business service: BEC - Aspen Engineering Suite Service Configuration item: Hostname Category: Application Subcategory: Functional / Technical Issue Resolution Notes: Reconfigure Aspen license via Aspen One SLM License Manager TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to report a functional issue/bug regarding CADI application. BEFORE YOU START: Make sure user has access to CADI application. If user needs to request access please follow KB0025030 STEPS: Open an Incident and assign it to PL-AL POLAND-LCC-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: CADI - DISTRIBUTION MANAGEMENT SYSTEM (ASPX&MSSQL) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): PL-AL POLAND-LCC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Change the job title - not possible to request in CARM
English
dayana.guerra@eu.corp.airliquide.com
32
Vincent CAO
Uncategorized
Published
2025-08-29 15:08:13
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - End-User Account Provisioning in CARM
NaN
NaN
NaN
77
2025-08-29 15:06:44
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to change the job title but it is not possible to request via CARM STEPS: Create an incident ticket for changing the job title, specify name of the user, new job title, assign to CARM team. LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM - PROD Category: Application Subcategory: Functional / Technical issue Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, cao, carm, change, com, corp, dayana, english, guerra@eu, job, modify, modify job title position role, not, position, possible, request, role, sap, software, title, vincent, wrong, wrong job title
NaN
KB0052222
MPS - XWC - How to print with XWC
English
dayana.guerra@eu.corp.airliquide.com
2639
Jordan SEESAIYE-SC
Printing / Devices
Published
2025-09-29 13:49:17
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
1589
2025-07-30 11:45:47
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:*EU* ENTITY:*ALL* SYMPTOMS: User is not familiar with the process of printing via Xerox Workplace. BEFORE YOU START: Your laptop/desktop must be connected on Air Liquide Network to be able to print and not on the VPN, only in Wifi or Lan. You must have the Xerox Workplace Cloud Client installed on your workstation. User wil go via OKTA authentication after entering his email address. STEPS: 1. In Settings, Devices, printers & Scanners Select the printer Follow-Print-PCL6-Xerox as printer by default 2. Click on manage button then click on Set as default button 3. If the printer has not been set by default, when you print a document please check that the printer Follow-Print-PCL6-Xerox is well selected as below before clicking on Print button.(if the printer is not listed, click on see more... to be able to select it) 4. Then go on printer swap your badge on it then select @PrintByXerox button 5.You can see your job in the list, select it then click on Print Button 5. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: MPS - XeroxModel/brand of the target printer: Printer hostname In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Printer name Category: Devices Subcategory: PrintersResolution Notes: Printer assistance and configuration request submitted
airliquide, basic, basic troubleshooting, com, corp, dayana, english, guerra@eu, how, jordan, mps, mps - xwc - how to print with xwc, non, non standards, not, not uniflow, print, printer, printer not working, printers, seesaiye-sc, standards, troubleshooting, ts, unable, unable to print, uniflow, working, xwc
NaN
KB0048631
TCS Cloud Services - Network Connectivity/Load Balancer Issues on Systems in the TCS Data Center
English
dayana.guerra@eu.corp.airliquide.com
33
Bob MOORE-SC
Network / Connectivity
Published
2025-07-31 8:24:01
5
GIO Service Desk
NaN
#########
NaN
GIO-CS-AMER-Operations
NaN
NaN
NaN
6
2025-07-31 8:23:30
#########
NaN
GIO-CS-AMER-COMMAND_CENTER-L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: The end user is reporting network Connectivity or Load balancer Issues on Systems in the TCS Data Center BEFORE YOU START: Other KBs STEPS: If the end user is reporting network Connectivity or Load balancer Issues on Systems in the TCS Data Center, create a ticket based on the below categorization and send it to the indicated Assignment Group. LOGGING CATEGORISATION: Business service: GIO-CS-AMER-Operations Category: Application Subcategory: Bug / Defect Assignment group: GIO-CS-AMER-NETWORK-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
access, airliquide, amazon, amer, app, application, balancer, bob, center, cloud, com, command, connectivity, corp, cs, data, database, dayana, db, english, gio, guerra@eu, issues, load, logic, moore-sc, network, request, science, sciencelogic, security, server, services, software, sql, sqldb, storage, support, svcs, systems, tcs, tcs cloud server svcs support app application command center amer gio cs amer data load balancer storage science logic sciencelogic unix windows amazon security database db sql sqldb tcs cloud services cloud support server access issues request, unix, wifi, windows
NaN
KB0048275
ISADOM- still does not respond in CITRIX after troubleshooting
English
dayana.guerra@eu.corp.airliquide.com
36
Nicolas REGEASSE
Uncategorized
Published
2025-06-24 10:36:03
5
GIO Service Desk
NaN
#########
NaN
BHC - Isadom
NaN
NaN
NaN
5
2025-06-24 10:35:13
#########
NaN
BHC - ISADOM
COUNTRY/REGION:EU ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling because he gets a blank page while using/opening Isadom in CITRIX, it freezes, does not respond or says that it's already running and the issue persists after the troubleshooting as per KB0019825. BEFORE YOU START: Make sure to have followed the troubleshooting in KB0019825. STEPS: Create an incident and assign it to BHC - ISADOM. If the problem is major and concerns the overall CITRIX infrastructure, please assign the incident to the ALEHOS-INFRASTRUCTURE. LOGGING CATEGORISATION: Business service: BHC - Isadom Configuration item: ISADOM - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BHC - ISADOM TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: Germany/Poland ENTITY: BIS E&C SYMPTOMS: User from Germany or Poland is calling for assistance on how to join a meeting in Skype for Business. STEPS: 1. Click the “Skype for Business” web conference link from your invitation Join Skype Meeting or Join Skype Meeting 2. When “Skype for Business” window is opened in web browser click the link shown below 3. Let the “Skype for Business” web-plug-in to download and then click it to install the app 4. Wait for the plug-in installation 5. Then the “Skype Meetings App” will start and ask your to input your name and finally Click join to start video-conference 6. Let “Skype for Business” to access your Microphone and Camera to enable audio and video of your session Now you are at “Skype for Business” web-based video-conference ⇒ enjoy your meeting Please note: During the web-meeting to let you - the invitee - to share your screen may require the host (3rd part person) to pass you presenter rights LOGGING CATEGORISATION: Business service: BEC - Windows Device Configuration item: Hostname of user`s pc Situation: Configuration issue [Incident] Resolution Notes: User was informed on how to join Skype Meeting TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, business, com, corp, dayana, e&c, english, for, germany, guerra@eu, how, ingrid, join, meeting, poland, proszonics-sc, skype, to
NaN
KB0013565
Soko workflow - functional issue
English
dayana.guerra@eu.corp.airliquide.com
18
Adrienn KISS-SC
Uncategorized
Published
2025-09-29 14:32:14
9
GIO Service Desk
NaN
#########
NaN
Procure to Receipt
NaN
NaN
NaN
8
2024-05-07 11:26:18
#########
NaN
BEU-PROCUREMENT
COUNTRY/REGION: Austria ENTITY: BIS EUROPE SYMPTOMS: Any functional issue in Soko workflow (for example not able to create new customer) STEPS: With the detailed description of the issue and errors (+screenshots) send the ticket to the resolver team LOGGING CATEGORISATION: Use Template: 0_EU[iALADIN/BAR+] Incident Cases Business service: Procure to Receipt Configuration item: IALADIN ORACLE 12C - PROD Situation: Account issues Assignment group: ACN-EE-IALADIN ORACLE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
able, adrienn, airliquide, any, any functional issue in soko workflow (for example not able to create new customer), com, corp, create, customer, dayana, english, example, functional, guerra@eu, kiss-sc, new, not, soko, workflow
NaN
KB0012127
WINDOWS - There are no logon servers available to service error
English
dayana.guerra@eu.corp.airliquide.com
25
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:34:23
8
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
134
2024-04-25 13:58:53
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is not able to log on to the computer. Gets the error message: There are Currently No Logon Servers Available to service the logon request. Es stehen momentan keine Anmeldeserver zur Verfügung. (DE) Er zijn geen aanmeldingsservers beschikbaar om de aanmeldingsaanvraag te verwerken. (NL) Aucun serveur d'accès n'est actuellement disponible pour traiter la demande d'ouverture de session (FR) STEPS: Ask user to check LAN cable and cross test it. (try another cable) If user is using a laptop ask him/her to test in another table with a different cable/port. If it is a new employee connecting for the first time, inform the user he/she needs to connect to the pc with a cable connection, not wifi. - If unable to resolve - assign incident to L1.5 > Onsite team and select: OS - Login impossible [Incident] as situation. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of the PC Situation: How-To/Question [Ad Hoc Request] Resolution Notes: User was able to access Windows. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
airliquide, available, com, corp, dayana, english, error, gerhards, guerra@eu, logo, logon, maik, no, server, servers, service, software, there, windows
NaN
KB0011709
Network drive - Restoring A File/Folder
English
dayana.guerra@eu.corp.airliquide.com
181
Maik GERHARDS
Network / Connectivity
Published
2025-09-29 14:48:04
6
GIO Service Desk
NaN
#########
4.00
GIO-CS-EUR-Non Eligible File Storage (NEF)
NaN
NaN
NaN
143
2025-05-26 16:44:31
#########
NaN
GIO-CS-SD-STORAGE-L2
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: User needs restore of a file/folder what was/is located on a shared network folder or personal network folder because file/folder is lost or corrupted. STEPS: Create ticket, description must contain: File or folder name:small/capital letters, underscore, space in name of file all matters + specify the file extension like .docx, .ini, .pdf Full path of file or folder location:better to remote to user's pc and copy the full path of the file location in format - \\servername\Level1 folder\Level2 folder\Level3 folder\Level........\filename.extension example of full path: \\fr-f-ples1\workgroup\Carboxyque\Catalogue\CCSV\DivaPlus\Presentation.pdf File / folder last time in good state:when user used it last time and it was good? provide date in format: dd/month/yyyy or 01 of september 2016 Date of the restore:be aware that in most of times date of "file last time in good state" could be the date of the filerestore too, except if user calls right after or on same day she/he deleted the file because in that case the last backup was done just the night before. In this case date of filerestore should be from previous day. NOTE: backup is kept on network folders for the last 30 days, restore can not be done from more then 30 days back from date when user calls us. LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Non Eligible File Storage (NEF) Configuration item: Name of the server Category: Application Subcategory: Availability and performance issue Assignment group: GIO-CS-SD-WINDOWS-L2 / GIO-CS-SD-STORAGE-L2 / GIO-CS-SD-BACKUP RESTORE-L2 (depending on the server) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, back, back up. file / folder restore, com, corp, corrupted, damaged, data, data restore, dayana, drive, english, file, file folder lost from file server, folder, gerhards, guerra@eu, lost, maik, missing, missing file or folder on server, network, restore, restoring, retrieve, server, up, wifi
NaN
KB0014238
Ivanti - connect to VPN by OKTA
English
dayana.guerra@eu.corp.airliquide.com
2071
Mehdi GASMI
OKTA / Mobile Enrollment
Published
2025-07-28 8:54:23
5
GIO Service Desk
NaN
#########
4.50
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
2884
2025-07-28 8:52:57
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User call for assistance on how to connect to Ivanti by Okta authentication. BEFORE YOU START: User must be connected to an internet network, either via LAN or WiFi. Check the followings: if the user an OKTA account alreadyif user has SRA account already => redirect user to CARM the user does not have an SRA role (to be added from CARM) STEPS: 1. Locate Ivanti using Windows search and click on the Desktop app icon to run it2. Locate your continent and click Connect 3. Type Air Liquide email address and click Next 4. Authenticate either by authentication code or push notification 5. Click "Select" and either populate the generated code by the Okta Verify application or confirm the push notification by hitting "Yes, It`s me" (Example for push notification) 6. Finally, Ivanti will establish VPN connection Video of the procedure: LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: Secure Remote Access - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Assisted user with connecting to VPN via Ivanti by Okta authentication. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Checkpoint Endpoint Security VPN application basic info and support contact info
English
dayana.guerra@eu.corp.airliquide.com
61
Zied JEDIDI-SC
Uncategorized
Published
2025-08-29 15:06:08
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Secure Remote Access For Partners
NaN
NaN
NaN
86
2025-08-29 15:05:21
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User from EU industrial site calls that she/he needs assistance to log in to the Checkpoint VPN application or she/he cannot log in. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Basic information about checkpoint vpn: Check Point Endpoint Security VPN: The Remote Access VPN clients provide a simple and secure way for endpoints to connect remotely to corporate resources over the Internet, through a VPN tunnel. Checkpoint it's the VPN application used for industrial department users (it's like Ivanti for the other AL users) The user needs to be added in a Group in Active Directory. STEPS: To log in to the Checkpoint VPN application user needs to use email address as user name (firstname.lastname@airliquide.com) and with help of https://1timepass.apps.airliquide.com/ they should generate the accesscode to log in. Application can be installed from BBCA: l_00008_check-point_endpoint-security-vpn-e8062_en_30 If the setup is correct on the PC (check article setup of authentication of Checkpoint VPN Client), no issue with OKTA access code generation, the user should check the account with WwGIO-IT-CS-IaaS or user need to contact the industrial support: mail: customerservice.bps@airliquide.comphone: (+33) 2.76.11.07.04 LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: PC Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted on how to use the checkpoint Endpoint Security VPN application TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls that he/she cannot connect to a Non-Airliquide WIFI network / WIFI driver update or repair needed. POSSIBLE CAUSES: The wifi driver has become outdated on user`s pc, DNS settings not set on automatic BEFORE YOU START: Check if the user has a LAN cable that can be used while troubleshooting.You can reboot the router as a troubleshooting step.- Crosscheck with another device - If user is working from home, please check on smartphone, etc. if the Wifi works. Try to disconnect other devices and test again.- Crosscheck with another network - For example, if user cannot connect to home wifi network, please check if they can connect using their hotspot. - Check if LAN cable is connected, LAN cable needs to be disconnected so that the PC can connect though WIFI. When the LAN cable is connected the WIFI adapter is shut off. - Check in Settings, if Wifi is activated, if not, kindly activate it manually- If user is in the office, check if it is a single user or a multiple user issue. STEPS: 1) UPDATE WIFI DRIVER: 1. Go to the site of Dell Support http://www.dell.com/support/ 2. Download the latest version of wifi driver available 3. Install or repair the driver 4. Restart the pc If LAN connection is not possible either, user might need to visit the office for further troubleshooting if working from home.If user is working from the office and LAN is not connecting, try to troubleshoot the LAN connection first (depending on the situation and assign based on that if LAN connection is still not working. Home wifi: If wifi is KO on all devices, user needs to contact his internet provider. 1) CHECK DNS SETTINGS FOR WIFI: Go to Settings > Network & Internet. In the section for Advanced network settings, select the setting for Change adapter options. In the Network Connections Control Panel window, right-click the icon for the connection you want to change, such as Ethernet or Wi-Fi, and select Properties. In the Properties window, click the entry for Internet Protocol Version 4 (TCP/IP v4) and then click the Properties button.At the Properties screen, click on the Obtain DNS server address automatically option, and hit Ok >Ok.If after testing the issue persists, guide user to check if the DNS server is still remained automatically after changing network. 3) Forget Network: Select the Network icon in the lower-right corner of your screenSelect Network settingsSelect Manage Wi-Fi settingsSelect the network you want to forget from the list under Manage known networksSelect Forget. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Devices Subcategory: Operating System Resolution Notes: Wifi settings have been corrected. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls that he/she cannot hear anything / sound not working / camera is not working / Wifi connection not working / keyboard not working properly / Touchpad is not working etc... BEFORE YOU START: Check the Service Tag of the Dell Machine: Open Command Prompt (Press Win + R, type cmd, and press Enter).Type the following command and press Enter:hostnameOROpen MyPC application on the user's Desktop that will display the hostname STEPS: keyboard not working properly / Touchpad is not working: 1. Go to the site of Dell Support http://www.dell.com/support/ 2. Download the latest version of the necessary driver available BIOSetc 3. Install or repair the driver 4. Restart the pc 5. Confirm the resolution If the issue persists, follow KB0041687 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Devices Subcategory: Peripheral device Resolution Notes: Updated the necessary driver on user's computer. Afterwards, the peripheral device worked again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she has issue with access an application by SSO in Internet Explorer. BEFORE YOU START: Make sure the user has access to the given application. STEPS: 1. Check the Credential Manager and clear any stuck password 2. If the issue persists run gpupdate /force in CMD and restart the computer If the issue still persists, assign the incident to GIO-EUS-SD-EUROPE-L1.5 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Situation: IE browser [Incident] Resolution Notes: Internet Explorer is working correctly TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, corp, credential, dayana, dieter, english, explorer, guerra@eu, heming, ie, in, internet, issue, log, manager, on, password, problem, sign, single, software, sso, stuck, windows, windows. ie, wrong
NaN
KB0043125
Wise - login assistance
English
dayana.guerra@eu.corp.airliquide.com
138
Harold OUSSET
Uncategorized
Published
2025-07-30 10:26:56
5
GIO Service Desk
NaN
#########
NaN
Procure to Receipt
NaN
NaN
NaN
31
2025-05-26 16:16:48
#########
NaN
BEU-PROCUREMENT
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs the link for Wise BEFORE YOU START: Check with user if their account has been created. If they need Wise account creation, please follow KB0014070. STEPS: Share the following link with user: https://airliquide.coupahost.com/ Please note that Wise is using SSO with Okta authentication. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Share the link for Wise with user. In case of blank ESS Incident submitted by the user: Business service: Procure to Receipt Configuration item: WISE - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
ALIDAHO - account creation, modification or renewal
English
dayana.guerra@eu.corp.airliquide.com
80
Marine PEREZ
Uncategorized
Published
2025-09-29 14:34:50
6
GIO Service Desk
NaN
#########
NaN
ALZ - WW - Production Asset
NaN
NaN
NaN
12
2025-07-31 11:23:32
#########
NaN
ALZ-AME-GCS-Production Assets-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Alidaho support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) Alidaho is an industrial network previously used for all Alizent applications. Now managed by GIO, the servers on Alidaho network are progressively transferred on the network AL Indus. However this transfer will take years to be completed, meanwhile the two networks will be maintained by GIO teams. Alizent Alidaho usage: ALZ users: we need Alidaho (old ALZ industrial network, progressively replaced by AL Indus) to connect on local servers hosting ALZ applications (SCADA, Open Enterprise, Geode, Sdbox )End Users: Only Open Enterprise users need an Alidaho account. For any other applications Alidaho is not needed (SCADA Tool Box, SCADA Control, SCADA Tagbuilder, SCADA Account please refer to KB0042779). STEPS: 1. Check the user need: if not an Alizent user check if he does really need an Alidaho account which application 2. Open an Incident 3. 1. If not done, request the user to fill below form Request for Alidaho account creation, modification or renewal First Name * Family (Last) Name * Subsidiary or Company name * Air Liquide Position in company * Main email for contact * Does the user can generate tokens through 1TimePass Portal ? Yes Manager (Fisrt name, Last name, email) * Profile * Internal employee, contractor, visitor1 Creation / modification / renewal ? * Creation Need to access to ITASM? (Yes or No) no Activation Date ASAP Deactivation Date (Temporary access) NA Time Slot of Use and reasons for such needs * (Exp : 5/7 8h00 / 20h00) 24/7 Purpose of the Request * describe the roles, actions, projects and missions related to this request For Alizent users: SCADA, Open Enterprise, Equibulk, SDBox, GEODE, AMS For End user: Open Enterprise Details of the requested * remote access Network flow types and accessed equipments For Alizent users: SCADA, Open Enterprise, Equibulk, SDBox, GEODE, AMS For End user: Open Enterprise Do you have a colleague who has already the rights you are looking for ? (Yes / No If yes, precise the first name, last name and his/her mail) 3.2. Attached the form to the Incident 3. Assign the ticket to the hub support group GIO-SEC-AD-AUTHENTICATION SERVICES-L2 LOGGING CATEGORISATION: Business service:- APAC: ALZ - APAC - Production Asset- EU/AMEI: ALZ - EU/AMEI - Production Asset- AMER: ALZ - AME - Production Asset Configuration item: (if applicable) Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-SEC-AD-AUTHENTICATION SERVICES-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Intelligent hub - how to change PIN to 8 digits -IOS
English
dayana.guerra@eu.corp.airliquide.com
123
Fabrice FORGEAIT
Uncategorized
Published
2025-07-30 6:16:38
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
35
2025-06-24 9:09:50
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling for assistance with modifying his/her current IOS PIN to 8 digits to comply with the new policy. NOTE: From 13th June 2023, the user will be asked (by pop up) to change their pin from 6 digits to 8 digits You can also share the end user article with the user: KB0015372 STEPS: Scenario 1 - You have exceeded the deadline to update your PIN code Step 1 You automatically receive a notification to change your PIN code. Press Change now Step 2 Enter a new PIN code and press Continue Make sure it respects the current company policies (at least 8 digits). Step 3 Re-enter your new PIN code and press Set PIN code Scenario 2 - You have not yet exceeded the deadline to update your PIN code Step 1 On your mobile, open the Settings Step 2 Open Touch ID and code Step 3 Enter your current PIN code Step 4 Press Change passcode Step 5 Enter your old current PIN code Step 6 Enter your new PIN code Make sure it respects the current company policies (at least 8 digits). Step 7 Confirm your new PIN code LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Intelligent Hub - Request Business service: : GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Situation: Service Question / Assistance [Incident] Resolution notes: User has been guided to change the pin. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Support / Assistance Resolution Notes: User has been guided to change the pin.
Take your work anywhere with the Now Mobile Application! Are you familiar with the Now Mobile portal? Now Mobile application is a mobile application designed to help the end-user with their tasks and requests when on the go. It is an application that can be used to access company resources on mobile devices. Now is providing users with direct access to their digital workplaces, including myHR, myITcorner, and myFinance, which can be managed from their smartphones. Users can receive notifications and manage their tickets with ease, regardless of their location or circumstances. What are the key features of Now Mobile? Catalogs: Browse myFinance Catalog, myHR Requests, & myITcorner Catalog. Knowledge base: Browse all the knowledge articles. You can pin articles and leave comments. My approvals: Manage approval requests and tickets from multiple departments and integrated systems in one place. How to get started: Please note that only enrolled mobile devices in Intelligent Hub can access this service: In the Intelligent Hub application on your mobile, search and download the Now Mobile App. Open the Now mobile application once downloaded. Enter “ airliquide.service-now.com” Choose sign in with SSO. Choose the authentication method. You are ready to explore Now Mobile applicaction! ?? Only enrolled mobile devices can access this service ?? You wish to register your personal mobile device in order to gain access to this service? Follow this procedure for Android and for iOS. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, app, application, chevereau, christophe, com, corp, dayana, discover, english, guerra@eu, mobile, mobile app, now, now mobile, service, service snow, snow, software
NaN
KB0044914
BTS - NAVISION - data update
English
dayana.guerra@eu.corp.airliquide.com
117
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:33
6
GIO Service Desk
NaN
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NaN
BAMEI - Navision - Application
NaN
NaN
NaN
46
2025-04-30 15:31:20
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NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User reports that a Product Group Code or Dimensions should be updated in Navision. BEFORE YOU START: FAQ questions -> User knowledge bases in My IT Corner: My IT Corner: https://airliquide.service-now.com/myitcorner?id=al_search&t=al_kb&q=navision STEPS: Log an Incident ticket and assign it to BAMEI-HUB-NAVISION-L2. LOGGING CATEGORISATION: Business service: Depending on the department (ask user!) - BAMEI - Navision - Account and Finance - BAMEI - Navision - Procurement - BAMEI - Navision - Sales - BAMEI - Navision - Logistic and Supply Chain - BAMEI - Navision - Production - BAMEI - Navision - Health Care Configuration item: Navision 2016 - SSA - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAMEI-HUB-NAVISION-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is missing access in Healthcare applications. BEFORE YOU START: Please guide user to connect to My IT Corner and make a search by a key words in order to find the correct article request. STEPS: Please click on the option "OPEN A REQUEST" Choose your applications -M3/M3H (appelé ici M3-PROD) (y compris SAT (et e-SAT, SAT4M3) -HOMES -RMS Optitim -Business Objects (Business Objects-PROD) -PowerBI (appelé ici PowerBI HHC-PROD, puis choisir HCDIT - France - PowerBI) -CRM Next (appelé ici Microsoft Dynamics CRM-PROD) -Neocase -Odigo (Fournir impérativement des exemples de références dappels) -Salesforce HHC france (appelé ici Salesforce (CX)-PROD, puis choisir HCDIT - FRance - Salesforce (CX) ) -MDM -Wal-e Prescripteur, Wal-e Patient et Wal-e Pharmacie -ISADOM (et SMART et Is@web) 2. For M3/M3H choose the domain related to the service Les domaines M3 : M3 Facturation/Gestion Prescriptions BHC - OPS - M3 Billing and Prescriptions M3 Gestion Commerciale (Clients, commandes, tarifs, etc...) BHC - OPS - M3 Business management M3 Télésuivi BHC - OPS - M3 E-health M3 Finance/Comptabilité BHC - OPS - M3 Finance accounting M3 Logistique/Stock BHC - OPS - M3 Logistics and Stocks M3 Suivi Patient/Maintenance DM BHC - OPS - M3 Maintenance and Patient follow-ups M3 SAT (SAT, e-SAT et SAT4M3) BHC - OPS - M3 Scan Android Transfer (SAT) M3 Technique BHC - OPS - M3 Technical M3 Poste de Travail (Annuaire et Catalogue) BHC - OPS - M3 Poste de Travail 3. Choose the situation 4. Add description on the ticket. In the end you will have an intake which will be transformed in Adhoc or Incident. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: "Show where to go" request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: user calling to declare that users inside dl- Groups are missing Calendar invitations . POSSIBLE CAUSES: DL- Groups are configured to only allow internal posting (Expected that members of these Groups are not receiving Google notifications ) STEPS: When using dl- Groups to invite the users that are configured to only allow internal posting, therefore these groups The groups is configured to allow posting only to users inside Airliquide therefore the Calendar invitations are not delivered to the group members.In order to solve this problem for future notifications user have to makes sure that they are inviting Groups that allow external posting, as Calendar and Drive notifications are coming from an external domain (Google)As a Workaround you could use group calendars "@group.calendar.google.com" and each user can configure their own notification preferences for this Calendar, so they are updated for all important meetings without needing to receive the notifications sent to the group. Subscribe to calendars https://support.google.com/calendar/answer/37100Configure Notifications https://support.google.com/calendar/answer/37242 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Advised user on how to solve the sharing issue in Google Calendar. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: User reports bug or defects in application behavior or data. STEPS: Assign incident to BEC-QRA-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - QRA Configuration item: QRA - PROD Situation: Bug/Defect [Incident] Assignment group (if not L1): BEC-QRA-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Google Calendar - Resource is not visible or available for users
English
dayana.guerra@eu.corp.airliquide.com
81
Bianka KREMER-SC
Uncategorized
Published
2025-07-31 10:17:54
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
20
2025-07-31 10:13:03
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NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The users do not see the resources in Google Calendar. STEPS: To be able to book a resource user needs to be able to see all event details in the calendar.To resolve the issue Resource Manager must update resource calendar sharing rights accordingly.Try to find the manager of the Resource Calendar (Make changes and manage sharing) to fill the Incident on his name.In case an Inc is needed provide the Resource Full name. and Screenshots of errors or related info. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: CalendarContext: Assistance needed with resources in the Calendar In case of blank ESS Incident submitted by the user or in case of assignment: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted. Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: Germany/Poland ENTITY: BIS E&C SYMPTOMS: Due to Windows 2008 decommissioning and AWS migration the old PRO/II license server is no longer valid and has to be redirected to the new license server. To do so (if user already has PRO/II installed) you have to just install manually* Retrofit update package on user’s PC that you can download under this link: c_00122_simsci_retrofit-11.16_en_28 STEPS: Installation: 1. Copy the entire folder c_00122_simsci_retrofit-11.16_en_28 on user’s local drive 2. Being on the user account run install.bat as administrator which is located ..\c_00122_simsci_retrofit-11.16_en_28\package\signed\scripts\install.bat 3. That`s it! Troubleshooting in case user still can not connect to licence server: 1. Check that there’s proper system variable like below: 2. Check if there’s proper value FNP1116 value in content of the following files: C:\Users\%username%\AppData\Roaming\SIMSCI\PROII93\PROII.INI C:\Program Files (x86)\simsci\PROII93\System\PROII.INI LOGGING CATEGORISATION: Business service: BEC - WINDOWS DEVICE Configuration item: Hostname Situation: Bug/Defect Resolution Notes: User was redirected to the new license server TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: User is unable to login to Primavera P6 BEFORE YOU START: This process is NOT for installation, for installation see KB0010122 Software - Application Installation Request (AME) STEPS: Step 1: Advise the user to email Pascal BRESSON and copy Christen YATES You can provide the user with their contact information Pascal Bresson Air Liquide - Director, Project Controlspascal.bresson@airliquide.comD: +1 713-499-6899C: +1 832-916-1983 Christen Yates Air Liquide - Project Control Managerchristen.yates@airliquide.comD: +1 713-624-8173C: +1 618-980-2798 Step 2: Confirm end user understands whom to contact Step 3: Close ticket as informational LOGGING CATEGORISATION: Request to be used: Show where to goRequest details: For which Topic: IT manager of related Explanation/context: User is unable to login to Primavera P6 In case of blank ESS Incident submitted by the user: Business service: BAM - Primary Production Category: Application Subcategory: Support / Assistance Resolution Notes: Provided support contacts to the user.
access, airliquide, alp, ame, america, christen, com, concerns, corp, dayana, ec, enc, english, guerra@eu, p6, portal, pp6, prim, primavera, primavera p6 primaverap6 ame america pp6 webportal web portal enc ec e&c alp prim vera primavera, primaverap6, vera, web, webportal, yates
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KB0042099
Oracle - To check Purchase Order Good Receipt status
English
dayana.guerra@eu.corp.airliquide.com
59
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:44
6
GIO Service Desk
NaN
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NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
39
2025-06-30 8:52:26
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NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: To check good received status in Oracle POSSIBLE CAUSES: User need confirmation about the Purchase Order good received BEFORE YOU START: Have access to XX Purchasing Manager STEPS: 1. Open Purchase Orders> Purchase Order Summary: 2. View the Purchase Order > Shipment to check the Quantity Received: 3. Provide the information to user through email or Google chat. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: View the PO received quantity TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, check, com, corp, dayana, english, good, good received, guerra@eu, julia, oracle, order, purchase, purchase order, ramlan-sc, receipt, received, status
NaN
KB0021537
PRIMAVERA - Not categorized request
English
dayana.guerra@eu.corp.airliquide.com
6
Mateusz DREHER
Uncategorized
Published
2025-09-29 14:33:28
9
GIO Service Desk
NaN
#########
NaN
BEC - PRIMAVERA
NaN
NaN
NaN
0
2024-04-29 14:49:03
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NaN
BEC-PRIMAVERA-L3
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: User requested for new feature, new report or other not existing Services in PRIMAVERA. STEPS: Assign request to BEC-PRIMAVERA-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - PRIMAVERA Configuration item: PRIMAVERA - PROD Situation: Not categorized [Ad Hoc Request] Assignment group (if not L1): BEC-PRIMAVERA-L3 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Internal process: The Setup Report Log Gathering Tool is a set of scripts that will collect various logfiles on a windows 10 client system gathering them in one location. The Aim of the tool is to provide L1/L1.5 and other support teams an easy to use tool to gather all log files from a customer's windows device. What is gathered The Setup Report Tool gathers the following information: - Windows Setup Information including contents of ~Windows.~BT folder and the Windows Panther logs. - Windows Update Information including Windows Update history and Marimba history logs.- Windows servicing information including CBS logs, setupapi logs, servicing registry hives and WinSxS info. - Info on Windows files including dll and exe files and listing of files in temp folders. - Various keys from the registry including services, network info (including AD and IP address info), activation and drive info. - Dell Data Protection log files- Network and Service Information- 15 second perfmon and procmon monitor- No data files are copied, and no changes are made to the configuration of the system. POSSIBLE CAUSES: During the execution of the script a Group Policy Report is created along with the logs as well. In order to create a group policy Report a connection to the AL network (VPN) is required. If the user is only connected to the public internet when the script is executed this report will not be created. STEPS: 1. Navigate to C:\_Install\Setup_Report\bin on the user's PC (please note that the '_Install' folder is a hidden folder and might not be visible if hidden folders are not set to be visible) 2. Run the setupreport.cmd file as administrator. 3. Wait for the script to run. The script will take between 10-20 minutes depending on the user's device. Up to 3 windows might open temporarily on the desktop gathering information. Progress is displayed in the main cmd window: 4. After completion press any key to close the window 5. After completion the logs will appear in a zipped folder named SetupReport__ on the following location: C:\_INSTALL\SetupReport Copy the zipped logfiles into the ticket. ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: User would like to have access to CDN software or have any functional issue. STEPS: Create an incident ticket and assign it to PL-AL POLAND-LCC-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: CDN-XL POLAND Category: Application Subcategory: Bug / Defect Assignment group: PL-AL POLAND-LCC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Desk Phone - Canada and USA Phone System VoiceMail Support
English
dayana.guerra@eu.corp.airliquide.com
182
Max ANSHILEVICH
Uncategorized
Published
2025-09-29 14:56:55
7
GIO Service Desk
NaN
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NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
33
2025-08-01 8:51:03
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NaN
GIO-NET-TELEPHONY KB
COUNTRY:Canada, USA ENTITY:BIS AMER SYMPTOMS: This articles describes steps to perform to assist Canadian or US users with voicemail related questions (Access voicemail, delete messages, forward their phone line, change the voicemail message). BEFORE YOU START: The voicemail PIN should not be confused with the PIN to log into the phone itself, these two are not related! To reset the PIN to log into the phone itself, follow this KB: KB0048744 - Desk Phone - Canada Phone System - How to Log In STEPS: Steps to assist the user to access their voicemail: If unable to reset the PIN or access any of the Self Service Portal, please have user create a ticket in My It Corner Go to My IT Corner > Order Something > Devices > Devices & Telephony > Office PhoneClick on Office Telephony request, or provide the link directly to the user, https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=f00098004ff03280eaa6ab6ba110c740&sysparm_category=c990c3ae0f481a40e7d03e7ce1050e2a Have user select the "Change user extension" option from the dropdown menu of the form under "User extension need" Fill in the "Comments" section the PIN required to be reset Make sure the user has filled in the "User extension" field with the extension needing the assistance Once the form is fulfil, click on "Order Now", it will create a request number for the telephony team who will contact the end user for further assistance on the PIN reset LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Support / Assistance Resolution Notes: Show where to go form submitted. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
Webex - Office telephony - Test with user after account creation
English
dayana.guerra@eu.corp.airliquide.com
183
Emmanuel DELORT
Uncategorized
Published
2025-07-29 20:08:28
9
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
32
2024-04-12 14:43:56
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NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: EUROPE ENTITY: ALL SYMPTOMS: Internal Process The GIO-EUS-SD-EUROPE-L1.5 team is managing these requests: Manage an Office Telephony profile for users across Europe.These requests have 2 parts: - the request itself contains first one CATTASK with the details of the request and once this CATTASK is closed, - another CATTASK will automatically open for GIO-EUS-SD-EUROPE-L1 to contact the user to test if the account creation/modification was correctly done, and to check if everything is working correctly. POSSIBLE CAUSES: STEPS: This is how the CATTASK L1 receives will look like: 2. Please open the RITM number in a new tab 3. Look for the previous cattask (handled by L.1.5) and open it 4. Look for the closure note and you will see the created phone number, 5. Contact the user via assigned number verify if the account creation/modification was succesfully done. IF not working the line; Check if the user has received the email Check if the user could activated the account, If you request assistant regarding WebEx usage, you can share the relevant guide in this kb: KB0025729 IMPORTANT: If the user is not available or the phone number does not work yet, please reach out to the user's manager, or to the user/manager via Google Chat. 4. Result- If user confirms, that all is set up correctly now: close the CATTASK- If user has issues with the configuration: send the CATTASK back to the L1.5 team. NOTE: In case the CATTASK needs to be pending due to any reason, put the state of the request to "Planned with user". ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user contacts us that pop-up windows are being blocked by the Chrome browser. Google Chrome blocks pop-ups from automatically showing up on the screen. When a pop-up is blocked, the address bar will be marked Pop-up blocked . You can turn on and off the pop-ups. STEPS: 1. Open Chrome 2. At the right-hand top corner click 3. Click Settings 4. At the bottom, click Advanced 5. Under "Privacy and security click "Site Settings" 6. Click "Pop-ups and redirects" 7. Turn Allowed on or off LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with enabling pop-ups for Chrome browser. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Europe ENTITY:ALL SYMPTOMS: User can not log in to Ialadin Oracle. STEPS: ialadin Oracle (http://ialadin-prod:8888/):to be requested via My IT Corner path: Home > Applications > Operational Tools NOTE: the above path is visible just by users, not for service desk. NOTE: the above path is visible just by users, not for service desk. Entities for iALADIN: AT-AL AUSTRIA, BG-AL BULGARIA, GR-AL HELLAS, PL-AL POLAND, RO-AL ROMANIA, TR-AL TURKEY Once user did the request in My IT Corner, create a Service Now ticket. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with raising the appropriate request for iAladin Oracle account unlock/password reset via My IT corner.
CFD - authorization issue / error persists after troubleshooting
English
dayana.guerra@eu.corp.airliquide.com
28
Lukasz KACZMARCZYK
Uncategorized
Published
2025-08-29 14:56:44
5
GIO Service Desk
NaN
#########
NaN
Bar+ Customer Relationship Management
NaN
NaN
NaN
0
2025-08-29 14:53:38
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to report that he/she is unable to log into CFD application due error 401, "You are not authorized to use this application". BEFORE YOU START: Make sure to perform the troubleshooting explained on KB0024760. STEPS: Create incident saying all the troubleshooting that has been performed and assign it to PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Business service: Bar+ Customer Relationship Management Configuration item: BAR+ - EASTERN EUROPE - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: User wants to have access to application. New account needed. STEPS: Assign request to BEC-QRA-L2 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - QRA Configuration item: QRA - PROD Situation: Access Request [Ad Hoc Request] Assignment group (if not L1): BEC-QRA-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
CUP 11 - Unable to log in, slowness after Windows 11 Update
English
dayana.guerra@eu.corp.airliquide.com
273
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-31 8:29:46
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
68
2025-07-31 8:27:51
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NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: PC does not start or slow after the update, user is facing issues with Windows Log in. STEPS: Reboot the PC and try againElse leave it alone but turned on to allow the PC to settle the upgradeIf the issue persists after a while, please collect all information and assign the ticket to GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System Assignment group: For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5For AMER: GIO-EUS-SD-AME-L1.5For APAC: GIO-EUS-GOPS-USER-DEVICES-L3 TICKET TYPE: Incident ARTICLE TYPE: FCR / Assignment TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: How to use EPM console to reinstall/upgrade/remove Yourway EPM agent. This KB is L1.5 scope. BEFORE YOU START: Link to the EPM Console: https://eu.epm.cyberark.com/SAML/airliquideOKTA has to be activated, then you're able to reach the website with SSO. Access has to be requested: As an agent updating or reinstalling the CyberArk EPM agent requires an EPM console account with the Endpoint Manager role. Submit a request for this role in MMS (TBA): Catalogs > GIO Services > End-User Workplace > Application distribution > YourWay - Request access to the CyberArk EPM management console Point of contact wwgio-eus-gops-ud-l3@airliquide.com STEPS: ACCESS: Log in using Okta authentication:You have to have Yourway Endpoint Manager role to be able to manage removal/reinstall/upgrade. You can check your role here: Upgrade a computer agent 1. Sign into the EPM console - https://eu.epm.cyberark.com/SAML/airliquide 2. Select the PROD YourWay configuration set (if prompted) 3. In the left-side navigation panel, click the ? (downward arrow) button next to My Computers 4. Click on Upgrade or Uninstall Agents 5. In the center-left-side filter panel, in the Name text box, enter the name of the users computer, OR In the Logged in text box, enter the end-users Windows username 6. Above the filter panel, click Apply 7. Find the end-users computer from the list 8. Mark the checkbox for the end-users computer - ONLY MARK THE CHECKBOX FOR ONE COMPUTER 9. Right click on the end-users computer and select Upgrade Checked 10. Wait for the upgrade to complete - the webpage features a Refresh button on the right side of the computer list, which will update the Upgrade Progress column - this typically takes 5 to 10 minutes. Remove a computer agent 1. Sign into the EPM Console - https://eu.epm.cyberark.com/SAML/airliquide 2. Select the PROD YourWay configuration set (if prompted) 3. In the left-side navigation panel, click the ? (downward arrow) button next to My Computers 4. Click on Upgrade or Uninstall Agents 5. In the center-left-side filter panel, in the Name text box, enter the name of the users computer, OR In the Logged in text box, enter the end-users Windows username 6. Above the filter panel, click Apply 7. Find the end-users computer from the list 8. Mark the checkbox for the end-users computer - ONLY MARK THE CHECKBOX FOR ONE COMPUTER 9. Right click on the end-users computer and select Uninstall Checked 10. Wait for the uninstall to complete - the webpage features a Refresh button on the right side of the computer list, which will remove the computer from the list when the uninstall completes - this typically takes 5 to 10 minutes Reinstall a computer agent 1. Complete the steps for Remove a computer agent 2. Install agentFurther infomation How to get information on the PC itself?1. Log in and Click on My Computers 2. Look for the machine in the filter (by hostname or by logged in user):3. If you select the machine, it will prompt you to a new window, here to see details, click on ComputerIn System, you will see the exact model, OS information and other basic information on the PC.In Local Users and groups, you will find which users are assigned to this computer, which are admin, and what groups they are added to.In Hardware, you find information on the connected peripherals and hardware of the PC, similar to Device manager.Network Connections shows you the user's active network connections and IP address/MAC address.There is also a list of installed programs, that will show the version of the installed software and the installation date as well. If you select Active policies under computer,you will see information on the actions and what rights were used to run the policy.This is only visible, if the PC is on the network (status: Alive!)Here, if some action is run by DefaultAccess, that refers to Default Yourway role - if the user has a higher role in CARM but here in the console the action is run by default access, there's a problem with the rights. ARTICLE TYPE: Process TEAM: L1.5
COUNTRY/REGION:FRANCE ENTITY: BIS HOME HEALTHCARE SYMPTOMS: IT users and some special users are requests VXL (Vince XL) account creation. STEPS Create an Incident ticket and assign it to BHC-SUPPORT-L1link to VXL: https://vpm.vincesoftware.org/VXLApplication/publish.htm LOGGING CATEGORISATION: Business service: BHC - OPS - M3 Technical Configuration item: Hostname Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BHC-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
access, account, account creation, airliquide, bazonnard, bhc, com, corp, creation, dayana, english, guerra@eu, m3h, marie-cecile, no, no access, vxl
NaN
KB0012058
CARM - User does not have rights in SAP
English
dayana.guerra@eu.corp.airliquide.com
176
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:26
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
111
2025-05-05 15:54:09
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User can login to SAP, but he/she does not have the rights to use some specific transactions, she cannot make changes, modifications. POSSIBLE CAUSES: The end date of the jobs is expired. BEFORE YOU START: If it has never worked before, job role must be requested (follow KB0011814) STEPS: 1. Open "My Access" in CARM and open the information page of the affected SAP account by clicking on the SAP ID. 2. Extend the expiry date of the jobs and click on 'Submit'. The request must be approved by the CARM approver. User can check the status under the 'My requests' tab. If the end date is not expired, send an incident to the GIO-SEC-AUTHORIZATION-MS team to check the access rights with the SAP ID and the name of the SAP environment. LOGGING CATEGORISATION: In case you guided user to raise the request in CARM: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to open the request in CARM to extend the SAP expiry date. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - End-User Account Provisioning in CARM Configuration item: CARM - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted. In case of issues that SD could not solve and the ticket needs to be assigned: Business service: GIO - SEC - End-User Account Provisioning in CARM Configuration item: CARM - PROD Category: Application Subcategory: Access / Rights Assignment group: GIO-SEC-AUTHORIZATION-MS
account, airliquide, can, can not modify, cao, carm, com, corp, dayana, does, english, expired, guerra@eu, have, job, missing, modify, not, right, rights, role, sap, software, transaction, vincent
NaN
KB0049201
CARS - Sales Cube - Functional issue
English
dayana.guerra@eu.corp.airliquide.com
12
Lukasz KACZMARCZYK
Uncategorized
Published
2025-08-29 12:09:57
5
GIO Service Desk
NaN
#########
NaN
Local Business Solution
NaN
NaN
NaN
0
2025-08-29 12:07:58
#########
NaN
BEU-CROSS DOMAIN
COUNTRY/REGION:POLAND ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to report a functional issue or bug/defect related to CARS - Sales Cube. STEPS: Functional issue: Create an Incident and assign it to PL-AL POLAND-LCC-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: ALEA - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): PL-AL POLAND-LCC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Italy ENTITY:All SYMPTOMS: User needs to access MyArea F2A platform (https://auth.myareaf2a.com) but has forgotten password. BEFORE YOU START: User must know the username. Generally is the 2 first letter of the name followed by the last name. STEPS: In case of missing password user needs to access the link for password reset https://auth.myareaf2a.com/resetPassword, insert username and the email address, and will receive a link for application reset. Please check if you receive the email as spam. Functionality issues of this access are not supported by Air Liquide. If user faces a functional issue or the self- service password reset does not work, guide him, her to contact the MyAreaf2a service:https://www.f2a.biz/it/+39 02.40999.1 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to reset the password. / Guidance to contact the MyAreaf2a service. In case of blank ESS Incident submitted by the user: Business service: Local Business Solution Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: User has issue with his/her QRA account STEPS: Assign incident to BEC-QRA-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - QRA Configuration item: QRA - PROD Situation: Account issues [Incident] Assignment group (if not L1): BEC-QRA-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Mobile phone - How to ask for a new mobile phone with or without SIM card in My IT Corner
English
dayana.guerra@eu.corp.airliquide.com
823
Laurence AZERRAD
Uncategorized
Published
2025-08-01 8:50:46
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
655
2025-08-01 8:50:23
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL (For E&C Krakow and Frankfurt see below) SYMPTOMS: User calls that his/her mobile phone is broken and needs a new one. STEPS: 1. Redirect user to My IT Corner and search for "Order a mobile device only" or "Order a SIM card with a mobile device" 2. Specify in Justification whether the user would like to have the same phone number. When user receives the new sim card, ask him/her to use the old one and ask them to give the new one to their Fleet manager. Raising the request "Other specific mobile request" via My IT Corner. Path: Home > Devices > Order a new device > Mobiles and tablets > Order a mobile device https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=429e95664fc67600eaa6ab6ba110c7f4&sysparm_category=f67c99334fe742009864ca1f0310c721 Home > Devices > Order a new device > Mobiles and tablets > Order a mobile device https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=098336ee4f927e00eaa6ab6ba110c799&sysparm_category=f67c99334fe742009864ca1f0310c721 With SIM card: Order a SIM card with a mobile device Please note: should the user not be able to access the above-mentioned catalog item "you are not authorized to view this item" error message, redirect him/her to the IT Approval or Budget Approval. For E&C Krakow and Frankfurt users: End User Catalogue > Devices > Order Mobile Phone and related items (E&C) (accessible for E&C users only) After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Hardware Resolution Notes: Show where to go request submitted.
airliquide, ask, azerrad, card, com, corner, corp, dayana, english, guerra@eu, how, how to ask for a new mobile phone in my it corner / raise other specific mobile request, laurence, mobile, my, new, new phone, new phone request, new telephone, new telephone request, other, phone, phone request, raise, request, sim, specific, telephone, telephone request, without
NaN
KB0027567
ALIDAHO - Password Reset
English
dayana.guerra@eu.corp.airliquide.com
99
Marine PEREZ
Uncategorized
Published
2025-07-31 11:28:14
5
GIO Service Desk
NaN
#########
5.00
ALZ - WW - Production Asset
NaN
NaN
NaN
30
2025-07-31 11:27:31
#########
NaN
ALZ-AME-GCS-Production Assets-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User unable to log in to ALIDAHO and need password reset. BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) Alidaho is an industrial network previously used for all Alizent applications. Now managed by GIO, the servers on Alidaho network are progressively transferred on the network AL Indus. However this transfer will take years to be completed, meanwhile the two networks will be maintained by GIO teams. Alizent Alidaho usage: ALZ users: we need Alidaho (old ALZ industrial network, progressively replaced by AL Indus) to connect on local servers hosting ALZ applications (SCADA, Open Enterprise, Geode, Sdbox )End Users: Only Open Enterprise users need an Alidaho account. For any other applications Alidaho is not needed (SCADA Tool Box, SCADA Control, SCADA Tagbuilder, SCADA Account please refer to KB0042779). STEPS: 1. Create a ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. Guide user to change password using the below link: https://changepassword.apps.airliquide.com/ 4. If the issue is still happening, assign the ticket to the hub support group: GIO-SEC-AD-AUTHENTICATION SERVICES-L2 LOGGING CATEGORISATION: If solved by guiding to reset the password:THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS submitted by the user or if the case needs to be assigned:Business service: - APAC: ALZ - APAC - Production Asset- EU/AMEI: ALZ - EU/AMEI - Production Asset- AMER: ALZ - AME - Production Asset Configuration item: Hostname Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-SEC-AD-AUTHENTICATION SERVICES-L2 Resolution Notes: Guide user to change the password on the website.
COUNTRY/REGION:Global ENTITY:All BEFORE YOU START: Appsheet link : https://www.appsheet.com/KB for end-users : Application Appsheet Catalog : https://datastudio.google.com/u/0/reporting/5c82ff85-268a-412b-a614-2c250f7cfc83/page/p_yo6mfojizc By default an Appsheet application is created as a prototype and restricted to 10 people. To publish an Appsheet application, the service desk needs to use this request: Deploy a Google Appsheet application SYMPTOMS: User is calling for assistance on Google Appsheet. STEPS: In case of Appsheet related issues, the service desk needs to use this My IT Corner request: Link : Google development basic consulting 1. The relevant category has to be selected 2. The user has to provide a detailed description and the information required by the resolver team: If the user needs help with this request form, please assist her/him. Please DO NOT send Appsheet related tickets to the Kite team, as this My IT Corner request will be forwarded to them! LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to add somebody to a Distribution list. BEFORE YOU START: Note: Only the owner or manager of the DL can add a new member to the DL in CARM. STEPS: Redirect user to CARMClick on 'My Kite Groups and Folders'Click on 'My Kite Groups' and select the relevant groupClick on '+Add'Search the name of the user and click on 'Submit' LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to add a new member to a Distribution List in CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - End-User Account Provisioning in CARM Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
add, add member to dl, add new person to dl, airliquide, cao, carm, com, corp, dayana, distribution, dl, emails, english, guerra@eu, list, mailing, member, needs, new, new starter needs to receive emails sent to a mailing list, person, receive, sent, starter, vincent
NaN
KB0011361
My IT Corner - change contract type of employee
English
dayana.guerra@eu.corp.airliquide.com
1088
Janos TIMAR-SC
Uncategorized
Published
2025-09-29 14:51:56
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
556
2025-08-01 8:45:49
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to change the contract type of an employee as follow: from Sub-Contractor to Air Liquide employee (Permanent employee)from Air Liquide employee (Permanent employee) to Sub-Contractorfrom Sub-contractor to Traineefrom Air Liquide employee (Permanent employee) to Business Partnerothers BEFORE YOU START: This request can be submitted only by HR team. STEPS: In My It Corner direct user to path Home > My team & I > Change employee contract type in CARM 2. Then user will have to give some details about the new contract (New contract type, Start date and Justification). After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: "Show where to go" request submitted.
air, airliquide, business, change, change contract type of an employee, change contract type of employee, com, contract, contractor, corner, corp, dayana, employee, english, from air liquide employee (permanent employee) to business partner, from air liquide employee (permanent employee) to sub-contractor, from sub-contractor to air liquide employee (permanent employee), from sub-contractor to trainee, full, guerra@eu, it, janos, liquide, my, partner, permanent, sub-contractor, subcontractor, timar-sc, time, trainee, type, user
NaN
KB0021538
AAT - Availability issue
English
dayana.guerra@eu.corp.airliquide.com
9
Mateusz DREHER
Uncategorized
Published
2025-07-29 18:12:17
9
GIO Service Desk
NaN
#########
NaN
BEC - AAT
NaN
NaN
NaN
0
2024-04-29 12:11:26
#########
NaN
BEC-ALAIR-L3
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: AAT application is not available for the user. STEPS: Assign incident to BEC-AAT-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - AAT Configuration item: AAT - PROD Situation: Availability [Incident] Assignment group (if not L1): BEC-AAT-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with SAP Fiori or P20 STEPS: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - ERP SAP Category: Application Subcategory: Bug / Defect Routing: BHC-VADE-SAP TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: User would like to have access to CDN software or have any functional issue. STEPS: Create an incident ticket and assign it to PL-AL POLAND-LCC-L2. In case of functional issue, please follow KB0049891. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: CDN-XL POLAND Category: Application Subcategory: Support / Assistance Assignment group: PL-AL POLAND-LCC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User receives email from Carm about Windows account expiration, user does not know how to extend the expiration date. CARM sends 2 reminders emails to both beneficiary and his/her CARM approver before this expiration is reached. So please do not forget to check your emails sent by CARM. STEPS: Navigate user to CARM > My Information > Accounts expiry date > ask user to extend with maximum 1 more year > submit > user can see the status of request in My Request tab. ATTENTION: If user is a subcontractor and the subcontractor society is not filled, user will not be able to extend expiration date for herself.In that case the HR or a person with more rights in CARM can do this after the subcontractor society field was filled.SD can change the expiration date and inform user to advise the CARM approver to approve it (In certain cases, the approval might get auto-approved since SD has HR role in CARM) Related KB(s): KB0012132 CARM - Connection to CARM with SSO (login to CARM with instant connection) (GLOBAL) KB0012692 CARM - Entity is not available (GLOBAL) KB0012866 CARM - List of file servers managed by CARM (EU) KB0012871 CARM - Departure, Transfer, Manager Change of a CARM User (GLOBAL) KB0012352 HOW TO - access to shared folder/directory managed by CARM KB0011932 [HOW TO ?] Access to shared folders not managed by CARM After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Assist user to request the extension of his Windows account In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: "Show where to go" request submitted.
able, account, airliquide, cao, carm, com, corp, date, dayana, english, expiration, extend, extend expiration date of windows via carm, guerra@eu, missing, not, not able to extend expiration date for nt, nt, society, software, subcontractor, subcontractor society missing, validity, validity date, via, vincent, windows, windows validity
NaN
KB0042726
Cegid- account creation
English
dayana.guerra@eu.corp.airliquide.com
17
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-08-29 15:00:16
5
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
1
2025-08-29 14:58:43
#########
NaN
ALZ-EU-GCS-L1
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User can not login to Cegid. Link : https://partners-eu.vpn.airliquide.com/Citrix/HTML5Web/clients/HTML5Client/src/,DanaInfo=.amzelxwo4Hjz04Mox7209C3z1X1CB,SSL+SessionWindow.html?launchid=1699860228746 POSSIBLE CAUSES: User has no Cegid account STEPS: Guide the user to Cegid Support in order to create the account. Link : Cegid Support Phone number : 08 26 888 488 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: IT manager or related lineReason: User needs a Cegid account In case of blank ESS Incident submitted by the user: Business service: BHC - Other applications Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Printers cannot be installed by Xerox Workspace Client application error message. POSSIBLE CAUSES: Pre-existing drivers block the access to download the most recent ones. BEFORE YOU START: Make sure that Xerox Workspace Client is correctly installed and the PC is connected to Airliquide network without any issue. STEPS: Uninstall XWC client.Remove all Xerox printer drivers in Print management console (with admin rights) - printermanagement command in elevated CMD. Remove the folder C:\ProgramData\XeroxReinstall the XWC client & restart the computer LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Configuration item: PC Hostname Category: Devices Subcategory: Printers Resolution Notes: Xerox Workspace Client has been correctly reinstalled. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
COUNTRY/REGION:France ENTITY:BIS Home Healthcare SYMPTOMS: User can not access to Patient data as the application is corrupted. BEFORE YOU START: This is applicable only for French BIS Healthcare users Make sure that the software is properly installed on the user's PC and the user is connected to Airliquide/iVanti network. If Carelink is not installed, follow : KB0012860 STEPS: 1.Reinstall Carelink software Link : https://drive.google.com/file/d/1LbeZEQ2XNFsTfG9j6rHFbVGp7CO_x9g7/view?usp=drive_link 2. If KO follow KB0042786 LOGGING CATEGORISATION: Business service: BHC - Other applications Configuration item: Hostname Category: Application Subcategory: Functional / Technical Issue Resolution notes : After reinstalling Carelink, patient data are accessible. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bazonnard, bhc, care, carelink, com, corp, corrupted, data, dayana, english, guerra@eu, home, home care, marie-cecile, patient, reinstall, software
NaN
KB0049089
New joiner requests (permissions)
English
dayana.guerra@eu.corp.airliquide.com
44
Dennis ROSENKRANZ
Uncategorized
Published
2025-07-31 12:50:11
5
GIO Service Desk
NaN
#########
NaN
BHC - VADE - Internal IT
NaN
NaN
NaN
5
2025-07-31 12:46:18
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with New joiner requests and/or permissions Steps: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - Internal IT Category: Application Subcategory: Bug / Defect Assignment group: BHC-VADE-IT TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Smartview (essbase) - tab not visible in excel but addin is installed
English
dayana.guerra@eu.corp.airliquide.com
19
Maik GERHARDS
Uncategorized
Published
2025-09-29 14:32:12
8
GIO Service Desk
NaN
#########
NaN
BAP - HUB - HYPERION - SMARTVIEW
NaN
NaN
NaN
63
2024-04-29 16:06:04
#########
NaN
BAP-HUB-HYP-L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Smartview (essbase) tab not visible in excel. User have installed the smartview already on the computer. BEFORE YOU START: Note: If essbase - smartview is not installed yet, see KB0011736 for steps of installation. STEPS: 1. Open excel options > 2. Choose Add-ins from the left menu > 3. Choose from dropdown list - Manage: Excel Add-ins and press "Go" > 5. enable Essbase. 6. Restart excel > Smartview tab should be visible. LOGGING CATEGORISATION: Business service: According to the case: BAP - HUB - HYPERION - SMARTVIEW or BAP - HUB - HYPERION - ESSBASE ADD-IN Configuration item: Hyperion - PROD Situation: How-To/Question [Ad Hoc Request] Resolution Notes: User was guided to make the Smartview (essbase) tab visible in excel. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to convert Excel worksheets to PDF document POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Check MS Excel version. STEPS: 1. Open the Workbook 2. In 2013 and newer versions, click on File, then Save As In older versions, click on the Office button in the upper left corner of the screen, then on Save As 3. Select the location where you want to save the file. 4. In the drop-down menu, select PDF. 5. Click on Save LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to convert Excel files into PDF. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, convert, convert excel, converting, corp, dayana, english, excel, excel file to pdf, excel files to pdf, file, files, gerhards, guerra@eu, maik, pdf
NaN
KB0021863
Milenaweb - password reset
English
dayana.guerra@eu.corp.airliquide.com
111
Roberto SILVA
Uncategorized
Published
2025-09-29 14:33:33
6
GIO Service Desk
NaN
#########
5.00
Local Business Solution
NaN
NaN
NaN
82
2025-06-24 9:23:32
#########
NaN
BEU-CROSS DOMAIN
COUNTRY/REGION:EU ENTITY:SPAIN and PORTUGAL SYMPTOMS: The user is calling because of a question or issue (ex. forgotten password) with Milena/Milenaweb/Seresco. BEFORE YOU START: Milena is an HR application used mainly in Spain and Portugal and it`s not managed by Helpdesk or any MMS group. Users usually call in relation with the Milenaweb website. Username is the "HR Number", it can be found in https://carm.apps.airliquide.com/Carm/CarmInit.do > My Information > User information. STEPS: - User should try the "I forgot my password" below the login field and receive a new password via email. - User has to enter his User Number, not their email address!- If KO, redirect to local HR. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: User reset the Milenaweb password. / User was guided to HR to have assistance with Milenaweb password reset.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Lexa devices support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) Lexa is a device used by IOT4BOS solution => KB0042836 This device is deployed on AL customer plants to monitor gaz consumption. It is composed of 2 parts: the Gateway and the Connect. For any Incident or request Ad Hoc, please open an intake and use the CI Telemetry devices - PROD For any Break and fix (called RMA (Return Merchandise Authorization) at Alizent) for a faulty device, please open an Ad Hoc using the CI Telemetry devices - PROD and the information below. STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern; Who (1 user or several others or all of them) Where (one site or several or all) When (date/hour) What actions lead to the issue (name of the screens, buttons used when operating) Is there any known conditions/operations (i.e. ongoing works on network)? Full error message if displayed one or several clear full-screen pictures 3. If the intake is an INC, Assess the priority using below matrix: (can they work anyway ? Is there a degraded mode/ known workaround at their end ?) 4. Assign the ticket to the hub ALZ support group LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: Telemetry devices - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): Europe& AMEI: ALZ-EU-GCS-Remote Asset L2 APAC: ALZ-AP-GCS-Remote Asset L2 Americas: ALZ-AME-GCS-Remote Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When user checks the destination entity list, they can't see the right one. STEPS: Create a ticket and assign to Carm team so they can add the required entity. LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Gmail - Can not Access in the Office (or with Ivanti connection)
English
dayana.guerra@eu.corp.airliquide.com
473
Harold OUSSET
Uncategorized
Published
2025-04-24 19:06:42
5
GIO Service Desk
NaN
#########
4.50
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
13426
2025-04-24 19:04:45
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: User is in the office (or connected to Ivanti VPN) , trying to open gmail, but gmail asks for password. When user in the office, gmail should open with SSO (Single Sign on) and not ask for password. STEPS: If the user is connected to the AL network, please take over the machine or guide user by phone.Type or ask user to type mail.airliquide.com If it is KO, then in Chrome press Ctrl+Shift+Delete bottoms, in the "Basic" tab select "All time" and tick the 3 optionsIn the "Advanced" tab select "All time" and tick cookies and cached images and files and click clear browsing data option. 5. On the top left of the page, click on the home icon. it will take you to the homepage ( no need to reopen chrome) 6. In the homepage click on Sign in with Google 7. Finally click on the Gmail icon. if the Homepage is not available write in the address bar the following url: ? ?mail.airliquide.com Then please activate the 2 step verification in user's account, follow the steps in knowledge base article: 2 step verification If the Issue persist, remember to gather Screencast and HAR file while reproducing the issue from incognito windows. - KB0012284 - Chrome - How to create .har file (GLOBAL) OR visithttps://toolbox.googleapps.com/apps/har_analyzer/ LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
access, airliquide, ask, ask password, asks, cache, can, com, connection, cookies, corp, dayana, delete, delete cache, email, english, gmail, gmail kite google email asks for password in office, google, google ask password, google office, guerra@eu, harold, history, ivanti, kite, not, office, ousset, password, password in office, pulse, software, unable, unable to access gmail in office, wifi
NaN
KB0049244
Google Calendar - Cannot invite Google Group members to meeting
English
dayana.guerra@eu.corp.airliquide.com
27
Olivier PIRZ
Uncategorized
Published
2025-07-31 11:03:03
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
4
2025-07-31 11:00:51
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user cannot invite Google group members to a meeting. Error Message: You are not authorized to see the members of this group. If you want to add this meeting to the calendar of the group members, you need to request the rights from the owner of this group. POSSIBLE CAUSES: Expected behavior as per Google documentation: Invite groups to calendar events STEPS: To avoid this error message user needs to contact the Group owner or manager to update the Group settings to allow Group members or all organization users at: Who can view members and Who can view member email addresses https://support.google.com/groups/answer/2464975?hl=en LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: CalendarContext: Assistance needed with resources in the Calendar In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, calendar, cannot invite, com, corp, dayana, english, google, google calendar, google meet, group, group members, guerra@eu, invite, meet, meeting, members, members of this group, olivier, pirz
NaN
KB0020122
BTS - NAVISION - Cannot receive items in the system or NAVISION
English
dayana.guerra@eu.corp.airliquide.com
1514
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:31
6
GIO Service Desk
NaN
#########
4.50
BAMEI - Navision - Application
NaN
NaN
NaN
3286
2025-04-30 15:32:03
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User reports that he/she cannot receive items in the system or NAVISION. BEFORE YOU START: FAQ questions -> User knowledge bases in My IT Corner: My IT Corner: https://airliquide.service-now.com/myitcorner?id=al_search&t=al_kb&q=navision STEPS: !!Always make sure that the ticket contains all the necessary information for resolution!! (E.g. Order number and/or client id and/or PO number and/or transaction code) how many users affecteddo basic troubleshooting (restart Navision)restart computerin case of web application: do basic web troubleshooting Also make sure that the ticket contains a full screenshot of the Error Message when possible! LOGGING CATEGORISATION: Business service: Depending on the department (ask user!) - BAMEI - Navision - Account and Finance - BAMEI - Navision - Procurement - BAMEI - Navision - Sales - BAMEI - Navision - Logistic and Supply Chain - BAMEI - Navision - Production - BAMEI - Navision - Health Care Configuration item: Navision 2016 - SSA - PROD Category: Application Subcategory: Bug / Defect Assignment group: BAMEI-HUB-NAVISION-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EU ENTITY:PL-AL POLAND/PL-ALKAT SYMPTOMS: User is calling to request access to CFD application. BEFORE YOU START: CFD is a customer Feedback System in Bar +. STEPS: Open an AdHoc ticket and assign it to the Local SD, PL-AL POLAND-ONSITE-L2 URL of the application: https://crm-ee.airliquide.com/cfd/poland/Home/Index#/dashboard Adding / removing users - Joanna Szum Management - Jedrzej Lewacki LOGGING CATEGORISATION: Business service: Bar+ Customer Relationship Management Configuration item:BAR+ - EASTERN EUROPE - PROD Category: Application Subcategory: Support / Assistance Assignment group: PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: MS Office software will be progressively deactivated starting July 2025. POSSIBLE CAUSES: This deactivation project was made with clear understanding of both and technical and external constraints associated with the use of Microsoft tools. BEFORE YOU START: No immediate action is required. However, MS Office software will be progressively deactivated starting from July 2025. deactivation will happen in waves (July 2025 - September 2025), and the user should receive the deactivation date from their computer. To ensure a smooth transition, dedicated support will be available to support you through this progressive move E-learning modules will be available to help you master Google Workspace in MyHR Live Q&A sessions will be held from May to July 2025 to address specific concerns, these sessions are dedicated to your technical questions on the usage of Google Workspace applications. Need to convert critical Microsoft Office files to Google formats? Here is the Request an Excel Remediation to Sheets. STEPS: 1. Always check the global list of MS Office Efficiency - Deactivation file to see if the user in question is supposed to keep their license or not. 2. If a user is on the list, they will be able to keep their existing license. 3. Users who are scheduled to have their license deactivated should be redirected to the options listed in the BEFORE YOU START section of this article. If a user is insisting on getting their license back, submit a license reactivation request with a valid justification on behalf of the user on MyIT Corner based on KB0056357 - Office 2016 - License Reactivation The request will go through an approval process involving the associated contact for the given DDS / GDS.find below regarding the associated contact for each of the DDS / GDS: DDS / GDS Project Partner ALIZENT Nicolas LOUIS AMEI Engy MOHSEN AMERICAS Saritha Nair APAC Mei Yin LOH CF Daniel DODERO E&C Karol ZON EUROPE Pawel WANDAS GM&T Sandrine MOUTIN HHC Marc LERICH SEPPIC Guilaine PESTIE GDO Jean PENNY GIO Louis DEBRAND If the users are part of the approved list, they application will automatically installed (v. 2016) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to goRequest details: For which Topic: IT manager of related Explanation/context: as the office has been deactivated, user will use Google apps instead REACTIVATION REQUEST CATEGORIZATION: - please create Dedicated REACTIVATION request directly from INTERACTION In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Functional / Technical issue Resolution Notes: Show where to go request submitted. ARTICLE TYPE: Process TEAM: L1
2025, airliquide, blocked, com, corp, dayana, deactivation, deactivation ms office, deactive, english, excel, guerra@eu, m365, ms, ms office, ms office deactivation, o365, office, office blocked, powerpoint, removal, removal 2025, software, word
NaN
KB0044060
CUP 11 - Windows 11 update pop up remains after the update
English
dayana.guerra@eu.corp.airliquide.com
388
Maik GERHARDS
Windows - Storage / Performance
Published
2025-09-29 12:51:51
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
33
2025-07-31 9:26:46
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: In case that the cup was successful and user complains about reappearing Advertising task, this are the 2 ways for removing the task: STEPS: I) Removing Advertising via Marimba Tool: Connect to Marimba Tool and user's hostnameSubscribe the following policy to be installed Wx_64bit_W10-20h2_Remove_Advertising_Task_1.0_EN Confirm with the user after the next policy update whether the pop-up is re-appearing I) Removing Advertising via BBCA: Connect to BBCATool and user's IPSubscribe the following policy to be installed https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_006_remove_advertising-task-1.0_ml_32 Confirm with the user after the next policy update whether the pop-up is re-appearing Both will remove reappearing advertising task, in case of issues please reach out to L1.5 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System Assignment group: For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5For AMER: GIO-EUS-SD-AME-L1.5For AMER/APAC: GIO-EUS-GOPS-USER-DEVICES-L3 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Intelligent HUB - Mixed Usage Enrollment on Android
English
dayana.guerra@eu.corp.airliquide.com
6716
Alexandre BONNAIRE
OKTA / Mobile Enrollment
Published
2025-07-30 6:16:36
5
GIO Service Desk
NaN
#########
4.25
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
5687
2025-06-30 8:40:42
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to enroll his or her Android device (tablet or smartphone) to corporate applications such as Kite (as to have access to emails, calendars and contacts on mobile phone) BEFORE YOU START: Current Android OS version acceptable is 12 or higher. Personal Gmail account must be connected to the device to set up the personal profile, and additional professional Google profiles must be removed. Article for German speaking users can be found here. Article for French speaking users can be found here. Device MUST BE COMPATIBLE with Google Android Enterprise. Check this by searching for the model here: https://androidenterprisepartners.withgoogle.com/devices/#!/?device_type=phoneIf you are able to find the model in the list, this means it is compatible. (Source: KB0018306) * If you send a Business QR code to user for a mixed type device in CARM bear in mind that the enrolment will happen but user will not be able to use it in his phone. STEPS: Users can download the user guide in different languages from My IT Corner > Knowledge Base > Devices & Telephony > Intelligent Hub You need to have: Open CARM > My Access > Request new access > Device Access Access to internet: cellular connectivity (4G, LTE, etc.) - Please ensure that you have a strong and stable mobile data connection, as it's not necessary to connect to Wi-Fi during the enrollment process No need to be on an Air Liquide site.Personal Google account (no company email ) OKTA group - Google- WaitingForEnrolment -if not there please add it manually : KB0042982is it a NEW phone or used by someone else ( maybe enrolled already ) PIN of 8 digitsAndroid 12 and aboveAirwatch / Intelligent Hub Activation Mail or Device Activation MailMake sure that only personal email appears under 'Settings - Accounts & Backup - Manage accounts on this device' and there is no Work Profile under this same option either Android Enrollment Refer to My IT Corner article: How to enroll my mobile device in Intelligent Hub with Mixed Usage? https://airliquide.service-now.com/myitcorner?id=kb_article&sysparm_article=KB0027782 1. Install Install AirWatch Intelligent HubClick on InstallWhen the installation is done click OpenThe Enrollment Wizard page will openClick on QR Code If prompted, allow AirWatch Agent to: Take pictures and record video and to Make and manage phone calls On your computer, open the email you received from Intelligent Hub on your Air Liquide mailboxOn your device, scan the QR Code (you do not need to download any other application to scan the QR code) If prompted, click on Allow User will be prompted to Install Enterprise Service. Click OKUser will be prompted for Authenticate. Must use credentials specified in Activation Mail or Device Activation Mail (Usually are Windows Credentials).For "Authentication Successful", click OK (If user was unable to install Intelligent Hub, please asked to download anything else that does not belong to Air Liquide, if unable to, factory reset must be done and account setup must be set as "Personal Device") 2. Secure screen On "Grant Permissions" click ContinueUser will see a prompt Device Administrator. Click Activate 3. Configure screen Click ContinueClick Exit when you receive the final screen Configuration The user will see Install Application screen. He/she needs to click on Play Store to continue and he/she will be redirected to the corresponding app.Once there click on Install and then AcceptClick on the Back button to return to the application listFollow the configuration process with all the apps listedClick Exit when you installed all the apps. Note: AL China and Taiwan does not provide company phone for their users. Thus generally it wont having devices right in Business Only, but should be in Mixed Usage * If you send a Business QR code to user for a mixed type device in CARM bear in mind that the enrolment will happen but user will not be able to use it in his phone. In the Hub console will appear like this!!! So please send the user the correct QR code according to his profile. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile device enrolment assistance Request details: Enrollment type: Mixed - usageOS Type: Android In case of blank ESS submitted by the User: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One - Prod Category: Devices Subcategory: Enrolment Resolution Notes: Mobile Device enrolment assistance form submitted.
COUNTRY/REGION:France / Italy / Canada ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling for Care orchestrator password reset. BEFORE YOU START: Make sure that the user has already an Care Orchestrator account. Care Orchestrator Link : https://www.careorchestrator.fr Care Orchestrator support link: https://www.careorchestrator.com/proxy/clientstash/help/en/technicalsupport.htm STEPS: 1.Click on Forgot Password. 2.Type : user ID , generally it is firstname.lastname 3.User will receive an automatic mail to reset his password. 4.User change his password. 5.User can login to Care Orchestrator. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or Related lineExplanation: Guided user to Care Orchestrator self password reset. In case of blank ESS Incident submitted by an end-user: Business service: BHC - Other applications Category: Application Subcategory: Account and Password
airliquide, andre, care, care orchestrator, careorchestrator, com, corp, dayana, english, guerra@eu, laurent, link, orchestrator, password, philips, reset
NaN
KB0015066
Cisco Jabber - How to Sign In
English
dayana.guerra@eu.corp.airliquide.com
8
Francois RENAULT
Uncategorized
Published
2025-08-19 11:01:28
10
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
2
2024-04-24 16:53:29
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is calling for assistance on how to sign in to Cisco Jabber application. STEPS: 1. Type the Email Address on the first Jabber connection interface and click on "Continue" 2. On the second connection interface, use ID/password that the user uses to connect to ToIP Selfcare portal the format of the ID is firstName.LastName LOGGING CATEGORISATION: Ticket template to be used: 0_EU[CISCO JABBER] Telephony assistance Business service: GIO - NET - Office Telephony Situation: How-To/Question [Ad Hoc Request] Resolution Notes: User was assisted to access to Cisco Jabber TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
airliquide, cisco, com, corp, dayana, english, francois, guerra@eu, how, in, jabber, log, login, renault, sign, to
NaN
KB0012866
CARM - List of file servers managed by CARM
English
dayana.guerra@eu.corp.airliquide.com
435
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:27
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - End-User Account Provisioning in CARM
NaN
NaN
NaN
93
2025-05-26 16:41:40
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Help desk agent need to know if file server of user is managed or not managed by CARM BEFORE YOU START: Only Europe hosted Servers and Shared/Network Drives can be requested through CARM Please verify CARM list before disregarding this process STEPS: See the list of file servers managed by CARM. If the server is on the list = managed by CARM, follow article: CARM Managed Shared Folders/Directories - Access Request (Global) If server not managed by CARM see the following EU My IT Corner - Shared folder access request (EU)AME Network Drive Access - (GLOBAL) List managed by CARM: https://docs.google.com/spreadsheets/d/1CcmAVPABYZiWmmYn6CBWs4mQAssJQvliKkVcZCmLQrs/edit#gid=0 LOGGING CATEGORISATION: ARTICLE TYPE: Process
access, airliquide, cao, carm, com, corp, dayana, drive, english, file, folder, guerra@eu, list, managed, missing, network, not, request, server, server managed by carm file server not managed by carm shared drive network folder access request missing, servers, shared, vincent, wifi
NaN
KB0013187
WINDOWS 10 - List of Keyboard Shortcuts and Run Commands
English
dayana.guerra@eu.corp.airliquide.com
219
Maik GERHARDS
Windows - Storage / Performance
Published
2025-09-29 12:51:49
8
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
164
2024-04-09 13:39:08
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Internal process: List of Keyboard Shortcuts and Run Commands STEPS: List of Windows 10 Keyboard Shortcuts and Run Commands: FunctionCommandPower menupress Windows key + X or right-click StartWindows + TabLaunch Windows 10 Task ViewWindows + QSearch the web and Windows with Cortana (speech)Windows + SSearch the web and Windows with Cortana (keyboard input)Windows + IOpen Windows 10 settingsWindows + AOpen Windows 10 notificationsWindows + LLock your Windows 10 deviceWindows + Ctrl + DCreate new virtual desktopWindows + Ctrl + F4Close current virtual desktopWindows + Ctrl + [Left][Right]Switch between virtual desktopsWindows + [Left][Right][Up][Down]Position windows on your screenE.g. Windows + [Left] moves the current window to the left half of your screen. If you use Windows + [Up]afterward, the current window will be placed in the upper left quarter of your screen.And, whats very handy in my opinion: If you release the Windows key after positioning a window, Task View shows up on the opposite side of the positioned window to select and position another app.Windows + HShare content (if supported by current app)Windows + KConnect to wireless displays and audio devicesWindows + XOpen Start button context menuWindows key + GStarts App recordingWindows + DShow Windows desktopWindows + EOpen File ExplorerWindows + SpaceSwitch keyboard input language (if you have added at least a second one)Windows + Shift + [Left][Right]Move current Window from one monitor to another (when using a multiple monitor setup)Windows + [1][2][3][ ]Open programs that are pinned to task barE.g. if first pinned program on your taskbar is Windows Explorer (from left to right); the shortcut Windows + 1 opens Windows Explorer for youWindows + RRun a commandWindows + PProject a screenAlt + TabSwitch to previous windowAlt + SpaceRestore, move, size, minimize, maximize or close current window. Also works like a charm for Windows 10 modern apps.Alt + F4a) Close current window. b) If youre on your Windows 10 desktop, open Power dialogue to shut down or restart Windows, put your device in sleep mode, or sign out or switch the current user.CTRL + SHIFT + ESCOpen Task ManagerAlt + underlined menuOpen menu or program. Example, to open the Edit menu in WordPad, press Alt then press E on your keyboard. Repeat the same step for the menu you want to open.General Windows keyboard shortcutsFunctionCommandAccess help system in an applicationF1Activate menu barF10Close a programAlt + F4Close current window in Multiple Document interface based programsCTRL + F4Access right click menu in applicationShift + F10Launch Start menuCtrl + ESC or Windows keyCutCTRL + XCopyCTRL + CPasteCTRL + VDeleteDELUndoCTRL + ZSystem PropertiesWindows key + Pause/BreakBypass auto-play when an external storage device is connectedHold down SHIFT key while inserting storage deviceDesktop, My Computer, and File ExplorerFor selected items, you can use the following shortcuts:FunctionCommandSearchCTRL + F or F3Rename an itemF2Delete a folder or files permanentlySHIFT + DELAccess properties of a file or folderALT + ENTER or ALT + double-clickCopy a fileCTRL key while dragging fileCreate a shortcutCTRL + SHIFT while dragging fileSelect AllCTRL + ARefresh contents of windowF5View the folder one level upBackspace keyClose the selected folder and its parent foldersSHIFT key while clicking the close buttonSwitch between left and right panesF6File Explorer commandsFunctionCommandSwitch between left and right panesF6Expand all subfolders under the selected folderNUMLOCK + ASTERISK when using a numeric keyboardExpand the selected folderNUMLOCK + PLUS sign when using a numeric keyboardCollapse the selected folderNUMLOCK + MINUS sign when using a numeric keyboardExpand current selection if its collapsed, otherwise select first subfolderRight arrowCollapse current selection if its expanded, otherwise select parent folderLeft arrowProperties dialog commands FunctionCommandMove forward through optionsTab keyMove backward through optionsSHIFT + TabMove forward through tabsCTRL + TabMove backward through tabsCTRL + SHIFT + TABOpen and Save dialog commandsFunctionCommandOpen the Save In and address barCTRL + O and F4RefreshF5Open the folder one level up, if a folder is selectedBACKSPACEWindows 10 Command Prompt keyboard commands Text SelectionFunctionCommandSHIFT + LEFT ARROWMoves the cursor to the left one character, extending the selectionSHIFT + RIGHT ARROWMoves the cursor to the right one character, extending the selectionSHIFT + UP ARROWSelects text up line by line starting from the location of the insertion pointSHIFT + DOWN ARROWExtends text selection down one line, starting at the location of the insertion pointSHIFT + ENDIf cursor is in current line being edited* First time extends selection to the last character in the input line.* Second consecutive press extends selection to the right margin; or else Selects text from the insertion point to the right margin.SHIFT + HOMEIf cursor is in current line being edited* First time extends selection to the character immediately after the command prompt.* Second consecutive press extends selection to the left margin; or else Extends selection to the left margin.SHIFT + PAGE DOWNExtends selection down one screenSHIFT + PAGE UPExtends selection up one screenCTRL + SHIFT + RIGHT ARROWExtends the selection one word to the rightCTRL + SHIFT + LEFT ARROWExtends the selection one word to the leftCTRL + SHIFT + HOMEExtend selection to the beginning of the screen bufferCTRL + SHIFT + ENDExtend selection to the end of the screen bufferCTRL + AIf cursor is in current line being edited (from first typed char to last type char) and line is not empty, and any selection cursor is also within the line being edited Selects all text after the prompt (phase 1); or else Selects the entire buffer (phase 2)Edit commandsFunctionCommandCTRL + VPaste text into the command lineSHIFT + INSPaste text into the command lineCTRL + CCopy selected text to the clipboardCTRL + INSCopy selected text to the clipboardFunctionCommandCTRL + MEnter Mark Mode to move cursor within windowALTIn conjunction with one of the selection key combinations, begins selection in block modeARROW KEYSMove cursor in the direction specifiedPAGE KEYSMove cursor by one page in the direction specifiedCTRL + HOMEMove cursor to beginning of bufferCTRL + ENDMove cursor to end of bufferHistory navigation keysFunctionCommandCTRL + UP ARROWMoves up one line in the output historyCTRL + DOWN ARROWMoves down one line in the output historyCTRL + PAGE UPMoves up one page in the output historyCTRL + PAGE DOWNMoves down one page in the output historyAdditional commandsFunctionCommandCTRL + FOpens Find in console dialogALT + F4Close the console window, of course!Keyboard Run Commands Use the following to access locations such as Control Panel items, File Explorer shell folders quickly using the run command.OpensPress Windows + R and type:Open Documents FolderdocumentsOpen Videos foldervideosOpen Downloads FolderdownloadsOpen Favorites FolderfavoritesOpen Recent FolderrecentOpen Pictures FolderpicturesAdding a new DevicedevicepairingwizardAbout Windows dialogwinverAdd Hardware WizardhdwwizAdvanced User AccountsnetplwizAdvanced User Accountsazman.mscBackup and RestoresdcltBluetooth File TransferfsquirtCalculatorcalcCertificatescertmgr.mscChange Computer Performance SettingssystempropertiesperformanceChange Data Execution Prevention SettingssystempropertiesdataexecutionpreventionChange Data Execution Prevention SettingsprintuiCharacter MapcharmapClearType TunercttuneColor ManagementcolorcplCommand PromptcmdComponent Servicescomexp.mscComponent ServicesdcomcnfgComputer Managementcompmgmt.mscComputer ManagementcompmgmtlauncherConnect to a ProjectordisplayswitchControl PanelcontrolCreate A Shared Folder WizardshrpubwCreate a System Repair DiscrecdiscData Execution PreventionsystempropertiesdataexecutionpreventionDate and Timetimedate.cplDefault LocationlocationnotificationsDevice Managerdevmgmt.mscDevice Managerhdwwiz.cplDevice Pairing WizarddevicepairingwizardDiagnostics Troubleshooting WizardmsdtDigitizer Calibration TooltabcalDirectX Diagnostic TooldxdiagDisk CleanupcleanmgrDisk DefragmenterdfrguiDisk Managementdiskmgmt.mscDisplaydpiscalingDisplay Color CalibrationdccwDisplay SwitchdisplayswitchDPAPI Key Migration WizarddpapimigDriver Verifier ManagerverifierEase of Access CenterutilmanEFS WizardrekeywizEvent Viewereventvwr.mscFax Cover Page EditorfxscoverFile Signature VerificationsigverifFont ViewerfontviewGame Controllersjoy.cplIExpress WizardiexpressInternet ExploreriexploreInternet Optionsinetcpl.cpliSCSI Initiator Configuration TooliscsicplLanguage Pack InstallerlpksetupLocal Group Policy Editorgpedit.mscLocal Security Policysecpol.mscLocal Users and Groupslusrmgr.mscLocation ActivitylocationnotificationsMagnifiermagnifyMalicious Software Removal ToolmrtManage Your File Encryption CertificatesrekeywizMicrosoft Management ConsolemmcMicrosoft Support Diagnostic ToolmsdtMousemain.cplNAP Client Configurationnapclcfg.mscNarratornarratorNetwork Connectionsncpa.cplNew Scan WizardwiaacmgrNotepadnotepadODBC Data Source Administratorodbcad32ODBC Driver ConfigurationodbcconfOn-Screen KeyboardoskPaintmspaintPen and Touchtabletpc.cplPeople Near Mecollab.cplPerformance Monitorperfmon.mscPerformance OptionssystempropertiesperformancePhone and Modemtelephon.cplPhone DialerdialerPower Optionspowercfg.cplPresentation SettingspresentationsettingsPrint Managementprintmanagement.mscPrinter MigrationprintbrmuiPrinter User InterfaceprintuiPrivate Character EditoreudceditProblem Steps RecorderpsrPrograms and Featuresappwiz.cplProtected Content MigrationdpapimigRegion and Languageintl.cplRegistry EditorregeditRegistry Editor 32regedt32Remote Access PhonebookrasphoneRemote Desktop ConnectionmstscResource MonitorresmonResultant Set of Policyrsop.mscSAM Lock ToolsyskeyScreen Resolutiondesk.cplSecuring the Windows Account DatabasesyskeyServicesservices.mscSet Program Access and Computer DefaultscomputerdefaultsShare Creation WizardshrpubwShared Foldersfsmgmt.mscSignoutlogoffSnipping ToolsnippingtoolSoundmmsys.cplSound recordersoundrecorderSQL Server Client Network UtilitycliconfgSticky NotesstikynotStored User Names and PasswordscredwizSync CentermobsyncSystem ConfigurationmsconfigSystem Configuration EditorsyseditSystem Informationmsinfo32System Propertiessysdm.cplSystem Properties (Advanced Tab)systempropertiesadvancedSystem Properties (Computer Name Tab)systempropertiescomputernameSystem Properties (Hardware Tab)systempropertieshardwareSystem Properties (Remote Tab)systempropertiesremoteSystem Properties (System Protection Tab)systempropertiesprotectionSystem RestorerstruiTask ManagertaskmgrTask Schedulertaskschd.mscTrusted Platform Module (TPM) Managementtpm.mscTurn Windows features on or offoptionalfeaturesUser Account Control SettingsuseraccountcontrolsettingsUtility ManagerutilmanVolume MixersndvolWindows Action Centerwscui.cplWindows Activation ClientsluiWindows Anytime Upgrade ResultswindowsanytimeupgraderesultsWindows Disc Image Burning ToolisoburnWindows ExplorerexplorerWindows Fax and ScanwfsWindows Firewallfirewall.cplWindows Firewall with Advanced Securitywf.mscWindows JournaljournalWindows Media PlayerwmplayerWindows Memory Diagnostic SchedulermdschedWindows Mobility CentermblctrWindows Picture Acquisition WizardwiaacmgrWindows PowerShellpowershellWindows PowerShell ISEpowershell_iseWindows Remote AssistancemsraWindows Repair DiscrecdiscWindows Script HostwscriptWindows UpdatewuappWindows Update Standalone InstallerwusaVersione WindowswinverWMI Managementwmimgmt.mscWordPadwriteXPS ViewerxpsrchvwThe name and terminology used for certain commands and functions have been revised in Windows 10, along with their locations. The following table provides how you can find and access them. Original NameNew Name, Location, and FunctionsWindows ExplorerFile Explorer (Press Windows key + E to launch)Favorites Navigation Pane (Windows Explorer)Quick AccessFolder optionsOptions (Files Explorer > View tab > Options)Recent ItemsLocated in File Explorer > This PC > Recent FilesComputer or My ComputerThis PCControl PanelSettings (classic Control Panel can still be accessed Windows key + X then click Control Panel)View Available NetworksNetwork Flyout Notification or Show Available Networks (Settings > Network & Internet > Wi-Fi > Additional settingsAction Center Located in the System Tray; Manage incoming email, system, social media notifications Start menuStartTask View Create and Manage multiple desktops Aero SnapSnap Assist easily manage open windows on screenAll ProgramsAll AppsShutdown/Turn off computerPowerSwitch UsersLocated at the top of the Start represented by your account name ARTICLE TYPE: Process TEAM: L1
VNC - Server Rights For Enduser, request membership to an AD group
English
dayana.guerra@eu.corp.airliquide.com
176
David LUCAS
Uncategorized
Published
2025-07-31 9:48:24
5
GIO Service Desk
NaN
#########
4.50
GIO - EUS - Service Desk
NaN
NaN
NaN
39
2025-07-31 9:41:29
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User can't use VNC server due to Access Denied error message. STEPS: Inform user about the request that user's IT Approval or Budget Approval needs to submit. When user tries to connect other hosts via VNC Server, they need additional rights. They don't need ADM account but they need to be in the right group. It user needs to go to Manage My Service > Catalogs > GIO Services > Business Apps Foundations > Identity & Access Management > Active Directory > Add / remove Active Directory Groups Member The name of the Ad group that the user needs to be the member of security group: ManagedDevices_SGU_VNC_AppSupport_P. (For Airgas computers use the AD group: ManagedDevices_SGU_Airgas-VNC_AppSupport_P). POSSIBLE CAUSES: User is not yet member of the required AD group in order to be able to remote control computers LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Membership to an AD group requested
access, account, ad, ad group, ad group membership, additional, adm, airliquide, but, com, connect, corner, corp, david, dayana, denied, don, enduser, english, group, guerra@eu, hosts, lucas, manageddevices, membership, my, my it corner, other, request, right, rights, server, sgu, sgu_vnc, they, they need additional rights. they don't need adm account but they need to be in the right group, tries, via, vnc, vnc denied, when, when user tries to connect other hosts via vnc server
NaN
KB0012679
Citrix - cannot launch desktop, EM: group policy client service failed to logon
English
dayana.guerra@eu.corp.airliquide.com
99
Quentin VERGUCHT
Uncategorized
Published
2025-07-29 20:15:50
9
GIO Service Desk
NaN
#########
4.00
GIO-CS-EUR-PaaS Virtualization
NaN
NaN
NaN
62
2024-04-17 15:01:48
#########
NaN
GIO-CS-SD-CITRIX-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: (Newly created but can be old) user can not launch Citrix desktop. Error: the group policy client service failed to logon, access is denied, he can log in to the Citrix environment but then from Citrix he can not launch the remote desktop, same on other computers as well where his colleagues can log in to the Citrix. POSSIBLE CAUSES: User`s profile is corrupted. STEPS: Create ticket, describe all details (also that you tried on other pc where others can log in, if old user, new user, ect), attach screenshot and send to L2, they will route the ticket to the GIO-CS-SD-CITRIX-L2 after. If it is not Citrix profile issue, they will assign to other team. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CITRIX - Issue Business service: According to the entity:For BIS Europe and all except: end users you have to use GIO - OPS - PaaS VirtualizationFor E&C end users you have to use BEC - XEN InfrastructureFor BIS HHC : BHC - Other applications Configuration item: PLATFORM VIRTUALIZATION CITRIX - PROD Situation: Bug/Defect Assignment group (if not L1): Accordingly:GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AME-L1.5 / GIO-EUS-SD-APAC-L1.5 / GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 > GIO-CS-SD-CITRIX-L2
airliquide, can, can log in to citrix with the citrix password, can't launch citrix desktop, citrix, client, com, corp, dayana, desktop, em, english, failed, group, group policy client, guerra@eu, launch, log, logon, password, policy, quentin, service, vergucht
NaN
KB0049221
Google Calendar - Option to add room is not visible
English
dayana.guerra@eu.corp.airliquide.com
37
Bianka KREMER-SC
Uncategorized
Published
2025-07-31 10:17:31
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
8
2025-07-31 10:05:01
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user does not see the rooms in their Google Calendar. STEPS: -Try in incognito mode as per https://support.google.com/chrome/answer/95464-Try in Edge-Update the version of Google Chrome. -If issue does not happen in incognito mode: clean cookies and cache-If issue persists in incognito mode: provide a full screen capture of https://toolbox.googleapps.com/apps/browserinfo/, including upper and lower sections, in order to verify possible issues with version or connection LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: CalendarContext: Assistance needed with resources in the Calendar In case of blank ESS Incident submitted by the user or in case of assignment: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted. Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2
CARM - request deletion of account for leaving user
English
dayana.guerra@eu.corp.airliquide.com
404
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:26
6
GIO Service Desk
NaN
#########
5.00
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
156
2025-05-06 8:39:43
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Manager or HR person needs advice how to make a request in CARM for deleting the account of a leaving user. STEPS: 1. Redirect user in CARM to click My Team option > Search person > Type lastname in the search field > choose the user from the list with a tick in checkbox > click on notify departure/transfer/manager change... > 2. Select the relevant leaving user 3. Click the option "Notify departure / transfer / Manager change of selected persons 3. Click departure from Air Liquide 4. Ask user to fill date, write a comment why user should be deleted (for example: user left airliquide, last working day was xyz) > click submit. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to open the request in CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - End-User Account Provisioning in CARM Configuration item: CARM - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
account, advice, airliquide, business, cao, carm, com, corp, dayana, delete, delete leaver in carm, deletion, departure, departure\n business service: gio - sec - end-user account provisioning in carm, end-user, english, gio, guerra@eu, how, hr, leaver, leaving, manager, manager or hr person needs advice how to delete the account of a leaver in carm. delete user account, needs, notify, person, provisioning, request, sec, service, user, vincent
NaN
KB0044909
NAVISION - cannot work on blanket sales order
English
dayana.guerra@eu.corp.airliquide.com
81
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:32
6
GIO Service Desk
NaN
#########
NaN
BAMEI - Navision - Application
NaN
NaN
NaN
35
2025-07-31 11:09:06
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User reports that he/she cannot work on blanket sales order in Navision. BEFORE YOU START: FAQ questions -> User knowledge bases in My IT Corner: My IT Corner: https://airliquide.service-now.com/myitcorner?id=al_search&t=al_kb&q=navision STEPS: !!Always make sure that the ticket contains all the necessary information for resolution!! (E.g. Order number and/or client id and/or PO number and/or transaction code) how many users affecteddo basic troubleshooting (restart Navision)restart computerin case of web application: do basic web troubleshooting Also make sure that the ticket contains a full screenshot of the Error Message when possible! LOGGING CATEGORISATION: Business service: Depending on the department (ask user!) - BAMEI - Navision - Account and Finance - BAMEI - Navision - Procurement - BAMEI - Navision - Sales - BAMEI - Navision - Logistic and Supply Chain - BAMEI - Navision - Production - BAMEI - Navision - Health Care Configuration item: Navision 2016 - PROD Category: Application Subcategory: Bug / Defect Assignment group: BAMEI-HUB-NAVISION-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, amei, blanket, can, cannot, com, corp, dayana, english, functional, guerra@eu, helmi, issue, mili, navision, not, on, order, sale, sales, work
NaN
KB0055445
BTS Intelligent HUB - Business Only enrolment on Android
English
dayana.guerra@eu.corp.airliquide.com
491
NaN
Uncategorized
Published
2025-06-24 9:03:19
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
242
2025-06-24 9:01:51
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to enroll to Intelligent Hub with Business Only usage for Android. BEFORE YOU START: User must have access to Business Only usage in CARM. Follow KB0014449 Android version 12 or above Before the enrollment the phone must not have any account added. The phone must be either brand new or factory reset OKTA group - Google- WaitingForEnrolment -if not there please add it manually : KB0042982 (Group remaining for 2 weeks) NOTE: OKTA group enables to be authenticated with ONLY 1 factor (Windows password) SSP is and has always be set for Mixed Usage / Employee Owned devices.business only devices are not visible by end -users.if they need to perform a factory reset >> only Service Desk can do it (enterprise wipe )if they need the new QR code (if they have the correct role in CARM / Mobile Device Access) : SD Team can generate a new one (Corporate Owned / OG : Business Only / type Any) Ticket reference: INC1538989 STEPS: 1. Provide the user the enrollment guide for available for users with screenshots of each step: Please search article KB0014543 in MyIT Corner 2. If user requires it, follow the steps together. WARNING: If the user does not do factory reset (unless it is a brand new never used and never configured device, just simply installs the Intelligent Hub from the public Play Store, this will be the result: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile device enrolment assistance Request details: Enrollment type: Business onlyOS Type: AndroidReason: New device or Device - replacement In case of blank ESS submitted by the User: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One - Prod Category: Devices Subcategory: Enrolment Resolution Notes: Mobile Device enrolment assistance form submitted.
PDF24 - Free Alternative for Acrobat Pro to edit PDF file(s)
English
dayana.guerra@eu.corp.airliquide.com
381
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-07-30 11:35:34
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
111
2025-07-09 8:50:01
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY:ALL SYMPTOMS: User can use PDF24 Toolbox or PDF24 Creator to edit PDF file similar with using Adobe Acrobat Pro (Licensed/Subscribed) POSSIBLE CAUSES: Adobe Acrobat Pro may require license and subscrition fee. PDF24 is a good alternative fo this. BEFORE YOU START: Some PC are kitted with the this tool. If the PC is not installed with PDF24, please guide user to submit request from MyITCorner > Download & install non-standard softwares https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=79d1f61e4fdf7600eaa6ab6ba110c785 The software can be deployed via Marimba STEPS: Some PC are kitted with the this tool. You may find it from below method 1. From the Start > All Apps > PDF24 2. Taskbar > Show hidden icons > PDF24 Creator 3. Right click PDF file. (for win 11, click "show more options") After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog item Explanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: "MyITCorner Assistance" request submitted.
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: User reports performance decreasing and slower operations. STEPS: Assign incident to BEC-QRA-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - QRA Configuration item: QRA - PROD Situation: Performance [Incident] Assignment group (if not L1): BEC-QRA-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: User contacted us because a request is stuck in CARM in "Processing" or "Not started" status, even after approval (when approval is needed). STEPS: Remote user`s PC and obtain an screenshot of the stuck request(s). Create an incident and assign it to GIO-SEC-CARM-L2. LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User constantly gets a CMD pop up window error, "black installer window" Issue can be related to a Failed Ivanti Installation pushed through Marimba BEFORE YOU START: Verify in Marimba Web Console for the failed installation error "failed(post-install) " for Ivanti channel BBCA - Install softwares (GLOBAL) Verify in the user's PC for the history and package log files Marimba - Troubleshooting Failed Installation Errors (GLOBAL) Verify in g_01395_ivanti_vpn-access-client-22.2r1_en_16.log (asper above article) for the return code 1603 along with 1722 Nearly last line Error code 1603 Somewhere in between Error code 1722 STEPS: 1. Remove channel from Machine by using Marimba Tuner Admin MARIMBA tool v. 4.0 - how to use (internal helpdesk) If machine is not connected to AL network by using command below (no admin rights needed)DO NOT share command with end users/ customers"C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" https://marimba.apps.airliquide.com:5282/GIO/Components/g_01395_ivanti_vpn-access-client-22.2r1_en_16 -remove 2.Check if Ivanti was uninstalled 3. Reboot the machine 4. Run the Software Update Tool for getting software back installed If software is not installing after running the Software Update Tool, follow KB0020005 If Software is available but not running, attempt to run repair first as per KB0012289 LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: Hostname Situation: Secure Remote Access client issue [Incident] Category: Application Subcategory: Functional / Technical Issue Resolution Notes: Repaired Ivanti installation via Marimba Tool. Afterwards, the Ivanti application got installed on user's computer. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Business Partner - Pulse Application Launcher Error
English
dayana.guerra@eu.corp.airliquide.com
339
J'Rose MATUTINA-SC
Uncategorized
Published
2025-05-05 9:52:40
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Secure Remote Access For Partners
NaN
NaN
NaN
50
2025-05-05 9:50:32
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: VPN Pulse Application Launcher (non-Airliquide Computer) is not opening or user is getting below error message: POSSIBLE CAUSES: Pulse Application launcher needs to be reinstalled/Updated BEFORE YOU START: Check the followings:1. User has SRA account role in CARM > Business Partner - APAC 2. VPN Partners URL is correct (e.g for Business Partner - APAC, it should be partners-as.vpn.airliquide.com/okta/)Connection to Citrix via Okta:partners-eu.vpn.airliquide.com/okta/partners-am.vpn.airliquide.com/okta/airgas.vpn.airliquide.com/oktapartners-sa.vpn.airliquide.com/okta/partners-as.vpn.airliquide.com/okta/partners-za.vpn.airliquide.com/okta/User guide: https://docs.google.com/presentation/d/1v-Jjw4t9TCgzBBIoOeZf2BpuL0qRFO6zIKjulNSaLy4/edit#slide=id.g2b09cb66907_0_3See KB0012197 for reference 3. Check if password is not expired or account locked out STEPS: 1. Guide user to uninstall the Launcher and Terminal ServicesClient a. Go to Windows > Add & Remove program > uninstall both applications b. Reboot after uninstallation and relaunch the website 2. Download and Reinstall the launcher as shown below: 3. If still not working, delete ALL the Pulse app from the list (not just the two highlighted0: 4. Go back to step 2 and install the Pulse Terminal Services Client as shown below: LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: Secure Remote Access - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-SEC-PSS-RUN-L2_L3 Resolution Notes: SD assist user to download and install the new launcher software manually from the website partners-as.vpn.airliquide.com/download/ TICKET TYPE: Incident ARTICLE TYPE: Assignment, FCR TEAM: OCD-L2
airliquide, al, application, bp, business, business partner user, citrix, citrix needs to be installed for non al user, com, corp, dayana, english, guerra@eu, install, install citrix, install pulse, install vpn, installed, launcher, launching, matutina-sc, needs, non, not, partner, pulse, rose, software, vpn, vpn not launching, vpn partner
NaN
KB0012577
CARM - Find the owner of a Google Group in CARM if you are a manager
English
dayana.guerra@eu.corp.airliquide.com
111
Vincent CAO
Uncategorized
Published
2025-08-29 12:02:26
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - End-User Account Provisioning in CARM
NaN
NaN
NaN
37
2025-08-29 12:01:35
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User would like to know who is the owner of a certain Google Group and he/she is the manager of that group. STEPS: Check the owner in CARM > My Kite Group and folders > My Groups and Folders > my KITE groups and check the icon by going above it with the mouse. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
airliquide, cao, carm, check, check who is owner, com, corp, dayana, english, find, google, google group, group, guerra@eu, if, kite, kite group, manager, owner, vincent, who, you
NaN
KB0011911
BTS - My IT Corner - return computer
English
dayana.guerra@eu.corp.airliquide.com
243
Daniel DODERO
Uncategorized
Published
2025-09-29 14:51:56
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
231
2025-08-01 8:48:14
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User wants to return a computer. STEPS: Guide the user in My IT Corner to open a request: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=94ec65aa93d90610cddef0718bba10eb&searchTerm=return%20device Home > Devices > Return a device > Return a computer LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Service/Assistance Configuration item: MyITCorner - PROD Assignment group: GIO-EUS-SD-EUROPE-L1 Resolution Notes: Assisted user to open My IT Corner request [request number] to return their PC. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Egypt ENTITY:BIS AMEI SYMPTOMS: User calling for an issue with Intelex ( on tablet ) STEPS: If Intelex can't be opened from Tablets , it can be open from browser from desktop or laptop . If facing any issues , create an incident and assign it to : BAMEI-EGYPT/SENEGAL-APPLICATIONS-L1 In case of access / account creation, please follow KB0021861. LOGGING CATEGORISATION: Business service: BAMEI - GIDEONS OTHERS Configuration item: GIDEONS - AMEI - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BAMEI-EGYPT/SENEGAL-APPLICATIONS-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:POLAND ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling that he/she needs access to CARS - Sales Cube. STEPS: Account creation: create an AdHoc ticket and assign it to PL-AL POLAND-LCC-L2. LOGGING CATEGORISATION: Ticket template to be used: 0_AL _PL[Local Business App] - Request Business service: Local Business Solution Configuration item: ALEA - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): PL-AL POLAND-LCC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling to report a device as lost or stolen. STEPS: 1. Ask user to raise the request "Report a device as lost or stolen" in My IT Corner Use the search bar on the homepage to find the request "Report a device as Lost or Stolen". User Guide: KB0034389 (myITCorner article) Please note: In case the user does not have the possibility to submit the request by him/herself right away, Service Desk must proceed with raising the request on behalf of the user. 2. The request will generate an incident automatically assigned to the default Service Desk of the user. Kindly handle the case further via that incident. Go to MMS and open the "REQ" ticketOpen the the concerning "RITM" ticketUnder the "Item Variables" tab scroll down to the bottomOpen the "Service Desk Incident" You can also find the incident in user`s ticket history: 3. a) Reset user`s Windows password as per KB0054257 Please bare in mind to send an email to the user and to his/her CARM approver about the Windows password reset performed!Kindly send the security email from the incident that has been generated by the Report a device as Lost or Stolen request.Please note: in case the user can still access his/her accounts on other devices after a pc has been lost or stolen, it is still obligatory to reset the Windows password. It is considered as a security breach if we do not do so. 3. b) No user reset is requested In this case there is no need to reset the Windows password! --> Inc description will be updatedExample: they just want to keep CMDB up to date and IT manager opens the lost&stolen request 4. Perform "Enterprise Wipe" and delete the device's record from WorkspaceOne Console (in case the stolen device was a mobile/tablet and was enrolled to Intelligent HUB) 5. Request a new device: For Mobile/Tablet (provided by Air Liquide): Redirect non E&C users to My IT Corner as per KB0012277. After, close the incident. (In case the user cannot access the catalog item, kindly redirect him/her to their manager to raise the request on their behalf.)E&C users must submit the following request: "Order Mobile Phone and related items (E&C)" For Laptop: EU/AMEI: For GIO Rental Laptop: Raise a break and fix request as per KB0011745. Afterwards, assign the incident to GIO-EUS-SD-EUROPE-L1.5.For Locally purchased laptop (E&C/AL POLAND/Bulgaria/Romania/Turkey): Dispatch the incident to GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 AME/APAC: Redirect user to My IT Corner to raise the request "Order a Windows device" as per KB0011850 and close the incident. In case the user does not have any temporary computer, ask him/her to approach his/her manager to raise the request on their behalf. 6. Assign or close the incident depending on the type of device Mobile/Tablet (provided by Air Liquide): Close the incident. For Laptop: Assign the incident to the Onsite support, if the user still works with AL. If the user left AL, the ticket can be closed by SD. For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 Please note: Before assigning the incident, decrease the priority of the incident to P3. Please note: there is no need anymore to attach the theft report and the police declaration to the incident! LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of the stolen device Category: Device Subcategory: Support / Assistance Assignment group: Onsite For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5, OSS
CARM - how to extend expiration date for an account (SAP, NT) of a colleague or employee
English
dayana.guerra@eu.corp.airliquide.com
183
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:26
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - End-User Account Provisioning in CARM
NaN
NaN
NaN
223
2025-05-06 8:21:42
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User needs to extend the account (SAP, Window- account is not yet expired) of her/his colleague. STEPS: Guide user to his/her CARM homepageSearch for the colleague either in the search bar on the top or by clicking on 'Search & request for' and typing the colleague's name G 3. For windows account: click on the colleague's name > in the Account's expiry date field, select another date (maximum 1 year) > Click on submit 4. For SAP account: Click on the Access icon > select the SAP account for which the prolongation is needed > select another date from the calendar > click on submit LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to open the request to extend the expiration date for an account of a colleague or employee. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - End-User Account Provisioning in CARM Configuration item: CARM - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
account, airliquide, cao, carm, colleague, com, corp, date, dayana, employee, english, expiration, expiry, expiry date of nt account, expiry date of sap, extend, guerra@eu, how, how to extend expiration date for an account (sap, nt, sap, software, vincent, windows, windows) of a colleague or employee in carm
NaN
KB0021546
QRA - Information
English
dayana.guerra@eu.corp.airliquide.com
6
Mateusz DREHER
Uncategorized
Published
2025-09-29 14:33:29
9
GIO Service Desk
NaN
#########
NaN
BEC - Pelican-QRA & Risk management
NaN
NaN
NaN
0
2024-04-26 17:44:17
#########
NaN
BEC-QRA-L3
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: Users wants to have some information about application or data (info about backups, development date, backlog, pending tickets) STEPS: Assign request to BEC-QRA-L3. LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - Pelican-QRA & Risk management Configuration item: Pelican-QRA & Risk management - PROD Situation: Information request [Ad Hoc Request] Assignment group (if not L1): BEC-QRA-L3 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
Cirrato - Not possible to print due to wrong page format
English
dayana.guerra@eu.corp.airliquide.com
16
Jerome BACHELERIE
Printing / Devices
Published
2025-09-29 13:49:15
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
2
2025-06-18 14:39:38
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User whishes to print such a page format that the printer is not compatible with (Standard paper format should be set to A4 or A3) STEPS: 1. Open Microsoft Word and click Print 2. Open printer properties 3. Next to "Paper" click the "arrow down" > Other Size > Fit to New Paper Size > Select A4 or A3 LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Configuration item: Hostname of printer Category: Devices Subcategory: Printers Resolution Notes: After modifying the settings in printer properties, the user was able to print in color. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Intelligent hub - Pulse application/ website not able to access
English
dayana.guerra@eu.corp.airliquide.com
64
NaN
Uncategorized
Published
2025-07-24 15:45:43
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
14
2025-07-24 15:45:08
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User facing issue when accessing Pulse homepage application/website on their mobile (intelligent hub enrolled). Error : HTTP Error 400. The size of the request headers is too long. BEFORE YOU START: Check in Workspace admin console, if user enroll his device to intelligent hub. STEPS: Go to workspace admin console, search for user device, remove and install again Pulse application. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One - PROD Category: Application Subcategory: Bug/Defect Resolution Notes: Reinstall Pulse application in workspace one admin console. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: SAP functional issue (user can login, but a function is not working). Examples: - error when generating POD (Proof of Delivering) - problem with invoice monitoring - cannot open an invoice - the interface seems differently - report issue - jobs error - wrong purchase order has to be deleted - A product code is not maintained in a plant STEPS: 1. Take screenshots! 2. Write the following info in the ticket: - SAP System (Opera, Chorus ?) - SAP user ID - Transaction code: How to check the transaction code: - Functional area in SAP (procurement, finance, sale..?) Check it in the SAP transaction code matrix! - When did the problem occur? - How critical is it? Write detailed description 3. Assign the ticket to the right resolver team by categorizing the ticket as properly as possible Select the applicable SAP environment in the CI fieldClick the magnifier icon to see the list of Business Services associated with the selected SAP Configuration ItemAsk user which department he/she working at in order to in order to define the correct Business Service LOGGING CATEGORISATION: Business service: Choose the Business Service by searching for the name of the application. Configuration item: Select the CI by clicking on the magnifier and searching for the name of the application. Category: Application Subcategory: Bug / Defect Assignment group: if you categorize correctly, it should be calculated TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
a function is not working, airliquide, bts, com, corp, dayana, english, function, functional, guerra@eu, not, sap, sap functional issue, schopen, software, ute, working
NaN
KB0012871
CARM - Departure, Transfer, Manager Change of a Subcontractor User
English
dayana.guerra@eu.corp.airliquide.com
337
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:28
6
GIO Service Desk
NaN
#########
5.00
GIO - SEC - End-User Account Provisioning in CARM
NaN
NaN
NaN
709
2025-05-05 16:16:34
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS: User needs to submit a request for the departure, transfer in AL or for the change of manager of a Subcontractor or Business Partner user. BEFORE YOU START: This Account Migration will require manager approval (verify user knows his/her manager) Only close this ticket once the update request has been completed and the user has been informed. STEPS: 1. Ask user to click on my information. 2. Select: Notify departure / transfer / manager change 3. Select the correct case and fill the form with the necessary information. Submit it. If user does it for a colleague: 1 - User needs to click on Search in the upper right corner. 2 - Find the person who needs the request. Click on the name. 3 - Click "Notify departure / transfer / manager change of selected persons" 4 - Choose related option from next menu and fill the required spaces. 5 - Submit the form. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to open the request (Departure, Transfer or Manager Change of a Subcontractor User) in CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - End-User Account Provisioning in CARM Configuration item: CARM - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user calls regarding a case when he/she has a CARM Request that is closed but it is not completed yet. STEPS: Open an incident, categorize it to CARM application provisioning and send to GIO-SEC-CARM-L2 team. Please make sure to add all the previous information and to attach the reference number of the request ticket that has been closed. LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group: GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, but, cao, carm, carm request not completed, closed, com, completed, corp, dayana, english, guerra@eu, myitcorner, myitcorner request closed but not completed, not, request, vincent
NaN
KB0020180
BTS - Navision - "Operation could not been terminated" with Citrix - if PROD KILL is missing
English
dayana.guerra@eu.corp.airliquide.com
364
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:32
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
408
2025-04-24 18:49:13
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User has "Microsoft Dynamics NAV " Operation could not been terminated. No connection available to the server, Close and reopen the application." in Citrix when they are trying to use Navision, and Navision 2016 PROD KILL is missing. POSSIBLE CAUSES: Sometimes when they run a lot of processes, the application is hanging and issue is related to Citrix profile BEFORE YOU START: Please follow KB0050342. STEPS: Open an incident and assign to GIO-CS-EUR-PAAS-VIRTU-L3 team who will restart Citrix profile for user. LOGGING CATEGORISATION: Business service: relevant Navision module Configuration item: Navision 2016 MEA - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-CS-EUR-PAAS-VIRTU-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User not able to perform windows password reset in self service reset tool because does not remember the answers set for security questions in CARM or did not set the challenges and responses at all. STEPS: 1. Ask user to log in to CARM 2. Ask user to click on 'Review security questions' 3. Ask user to write a Shared question, then answer it. 4. After choose 5 security questions > Respond to the questions > validate LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
airliquide, answers, cao, carm, carm questions for windows self service reset tool to fill, carm security question, challenges, com, corp, dayana, english, fill, guerra@eu, question, questions, reset, responses, security, self, service, set, software, tool, vincent, windows
NaN
KB0030278
EPR - corrupted
English
dayana.guerra@eu.corp.airliquide.com
16
Abdulhaleem KHAN-BP
Uncategorized
Published
2025-09-29 14:33:45
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
4
2025-07-17 11:05:28
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:AMEI ENTITY:SA-VITALAIRE SYMPTOMS: User is calling regarding EPR STEPS: managed by Partner, tickets opened by them redirect user to Partner: service desk email address: helpdesk@thimar.comremote desktop with their vpn (managed by Partner)applications will be shared LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Redirecting to Partner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Support / Assistance Resolution Notes: Redirected user to contact Partner: helpdesk@thimar.com
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: User is calling regarding AODocs application. BEFORE YOU START: Please confirm the impacted application is related with AODocs. Kindly refer below to more details: Business side: Library General settingsConfigure document classesConfigure categoriesConfigure roles (permission issue)Configure and manage WorkflowsConfigure viewsAudit LogCustom ScriptsBookmarklets tool (export reports, batch action)You can refer to Knowledge Base for more information Applications and Owners ALFE ISO system - Grace HsuALFE eBora eCDS system - IM/HC - Rachel LinALFE eBora system - EL - Karen KaoChina Guarantee approval flow - Meng-Elaine ZhangHR Service Request - Lili WangPUR AODocs - Rose Yang STEPS: For other IT Issues beside above list, SD assist user create a ticket and assign to relevant team for further assist. (Provide attachment with screenshot of error message) LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Aodocs - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-DWP-AODOCS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to request access to CADI application. BEFORE YOU START: If user already has access to CADI application and is facing a functional issue please follow KB0044270. STEPS: Create an AdHoc ticket and assign it to PL-AL POLAND-LCC-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: CADI - DISTRIBUTION MANAGEMENT SYSTEM (ASPX&MSSQL) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): PL-AL POLAND-LCC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is calling that he/she is experiencing audio issue with the headset used for Cisco Jabber. STEPS: To Troubleshoot Jabber audio issues with USB Headsets: 1. Try plugging the headset into a different USB port on your computer 2. Check the Jabber Audio settings to verify that the headset is selected for Input and Output Go to : Option/Audio By default, Cisco Jabber uses the microphone and speakers of the computer. If you are connecting a USB headset for your communications, you must configure Cisco Jabber to use it: 3. Verify the headset is recognized by the computer and enabled in the Operating System's sound settings. 4. Test headset in other sound and/or microphone enabled applications or in the computer Operating System's sound settings. 5. Reboot the computer. In case of interference of several sound: Verify that Jabber mute all sounds when on a call Go to : Option/Notifications Advised Headsets models are the usb wired headsets: For users using the Sennheiser WD Pro 1 headset, it is necessary in some cases to check the hardware configuration: LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Category: Application Subcategory: Support / Assistance Resolution Notes: USB headset working correctly in Cisco Jabber TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: User requested for new feature, new report or other not existing Services in QRA. STEPS: Assign request to BEC-QRA-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - QRA Configuration item: QRA - PROD Situation: Not categorized [Ad Hoc Request] Assignment group (if not L1): BEC-QRA-L3 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
CFD - The user receive error message: "You are Not Authorized to use this Application"
English
dayana.guerra@eu.corp.airliquide.com
18
Vijaya MOHAN
Uncategorized
Published
2025-09-29 14:36:13
6
GIO Service Desk
NaN
#########
NaN
EE Customer & Distributor Data Management and Invoicing
NaN
NaN
NaN
0
2025-08-29 14:53:24
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:BG, ROU, TUR ENTITY:All SYMPTOMS: After login to CFD the user receive error message: "You are Not Authorized to use this Application" POSSIBLE CAUSES: Chrome browser issue STEPS: Send the user this Step-by-step Manual to solve issue: CFD - Authorization Issue STep-by-step Guide If the user needs, connect via RealVNC to the user's PC to guide the user through the manual.. LOGGING CATEGORISATION: Business service: EE Customer & Distributor Data Management and Invoicing Category: Application Subcategory: Access Assignment group (if not L1): GIO-EUS-SD-GIDEONS-L1.5 Resolution Notes: Step-by-step manual TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: PISA SALES, PISA PLUGIN, Pisa Reports application is not available for the user. STEPS: Assign incident to BEC-PISA-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - PISA Configuration item: PISA SALES, PISA PLUGIN, Pisa Reports - PROD Situation: Availability [Incident] Assignment group (if not L1): BEC-PISA-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Create a new Navision account. BEFORE YOU START: Before submitting for a Navision account, the user must have a CARM account (CARM + Windows + KITE), if not contact your HR. STEPS: Account creation is done in CARM! ask a clone ID from the user that you could copy the profile If the user cannot provide a clone ID -> my it corner request to be raised by the end user where he can specify his need ( called: NAVISION - ACCOUNT CREATION) LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access/Rights Resolution Notes: Show where to go request submitted.
account, airliquide, amei, com, corp, create, create a new navision account, creation, dayana, english, guerra@eu, helmi, mili, navision, new
NaN
KB0013277
Change font size by default in Gmail
English
dayana.guerra@eu.corp.airliquide.com
27
Laurence AZERRAD
Uncategorized
Published
2025-08-29 15:04:37
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
23
2025-08-29 15:01:16
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When composing an e-mail in Gmail, the font size is too small, or not normal. STEPS: Open the Gmail website.Press the settings icon in the top-right.In Quick Settings, press See all settings.In the General tab, scroll down to the Default text style section.Use the formatting options to change your font, text size, or color, or remove all existing formatting.Scroll down and press Save Changes to apply them to your account. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance Request details: Google app: GmailContext: Change font size by default in Gmail In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: PC hostname (if remotely connected) / Google Suite - PROD (if explained by phone) Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, azerrad, change, com, corp, dayana, default, english, font, gmail, gmail font size default text style, guerra@eu, laurence, size, style, text
NaN
KB0019825
ISADOM- does not respond in CITRIX
English
dayana.guerra@eu.corp.airliquide.com
89
Nicolas REGEASSE
Uncategorized
Published
2025-06-24 10:35:08
5
GIO Service Desk
NaN
#########
5.00
BHC - Isadom
NaN
NaN
NaN
219
2025-06-24 10:33:41
#########
NaN
BHC - ISADOM
COUNTRY/REGION:EU ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling because he gets a blank page while using/opening Isadom in CITRIX, it freezes, does not respond or says that it's already running. BEFORE YOU START: Open Task Manager as Admin and end all Citrix Receiver tasks that will close already open Citrix Receiver sessions on the PC. STEPS: 1. In the beginning please verify that bouton SOS is present in Citrix. 2. Please click on SOS - Wait until the session to be closed - restart ISADOM. if this steps does not resolve issue: That means that user has always a connected session on 1 or the 3 servers of Citrix.FR-S-ALSD-MTS51FR-S-ALSD-MTS52FR-S-ALSD-MTS53 Option n'2: 1) Close Citrix by the gear of settings 2) Restart ISADOM 3. If issue persists, reset Chrome profile as per KB0039791 4.If issue persist please restart PC, retest, and if KO use the option SOS. If the steps do not solve the issue, follow KB0048275.If the problem is major and concerns the overall CITRIX infrastructure, please assign the incident to the ALEHOS-INFRASTRUCTURE. LOGGING CATEGORISATION: Business service: BHC - Isadom Configuration item: ISADOM - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: ISADOM is working correctly after the troubleshooting. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Calling on behalf - User can not rise/approve request
English
dayana.guerra@eu.corp.airliquide.com
13
NaN
Uncategorized
Published
2025-08-29 11:51:58
5
GIO Service Desk
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GIO - PCI - myHR Help & Request
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0
2025-08-29 11:51:16
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GIO-PCI-ITSM-Global Tool Administrators-HR
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: A user or a manager is calling on behalf of another user who is on a sick leave/not ability to approve or rise any request, but he is not a leaver. The manager is calling for example to have access of Google Groups or anything work related, but the impacted user can not rise the request due to sickness or hospitalization or any X reason, but not a leaver. In this very rare an particular case, we only guide the manager to MyHR request. STEPS: 1.Guide the manager to MyHR portal : https://airliquide.service-now.com/esc?id=kb_view2 2. Click on Open HR inquiry and assist the user to fulfill the HR request LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: My HRExplanation: Guidance to MyHR. In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go form submitted
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User mistyped the Windows password more than 5 times. In that case user will receive a notification: and if the user continues to type in the incorrect password, then the PC will restart it will ask for BitLocker Recovery Key. BEFORE YOU START: 1. ALWAYS AUTHENTICATE USERS FOR Bitlocker Recovery Key! Refer to KB0010220 - Password Reset Authentication Process (GLOBAL IMPORTANT: After authentication, please check if the caller is the owner of the impacted device. If the caller is not the owner, send the security email to the owner only to inform him/her about the action that has been performed. Email templates: https://docs.google.com/document/d/1HHY_1MGwkouvhqkSOsIp6wa0UPhe9JLtQBwpdEpApCA/edit?tab=t.0#heading=h.7f0ev95k1iyq STEPS: 1. The PC, after restart, will show the error message: You are locked out, and user is prompted to enter the Bitlocker recovery key: 2. Provide the recovery key to the user (KB0018824) 3. User's PC will start again as usual (ask for pin, then login into Windows), if needed, assist user to sign in to Windows. 4. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Bitlocker recovery code Request details: Encrypted device: Service Tag of PCReason: Tried to log in to Windows with wrong password too many times. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Category: Devices Subcategory: Operating System Resolution Notes: Bitlocker recovery code request submitted.
airliquide, bitlocker, bitlocker - recovery key, bts, cannot login, com, corp, credentials, dayana, english, forget, forget password, guerra@eu, incorrect, key, locked, locked out, login, out, password, re, receovery, receovery key, recovery, reset, software, unable, unable to login, win, windows, windows password, you, you are locked out, you're locked out
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KB0018950
MIR INC0649932 - SPLUNK/Server: Ping Status is KO for SAEU-CRYOP11 (November 2nd, 2020)
English
deblina.sarkar@eu.corp.airliquide.com
0
Jean LEROY
Uncategorized
Published
2022-04-25 13:40:18
11
Major Incident Reports
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NaN
1
2020-11-02 10:55:40
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GIO-CS-SD-WINDOWS-L2
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1eajgqdofflszf6gkm8tkfn9ugxnxhh2oszoq0zswz7o, 2020, 2nd, airliquide, com, corp, deblina, docs, document, edit, english, google, https, inc0649932, jean, ko, leroy, link, mir, november, ping, saeu-cryop11, saeu-cryop11\n \n google docs link :\n link to the mir : https://docs.google.com/document/d/1eajgqdofflszf6gkm8tkfn9ugxnxhh2oszoq0zswz7o/edit#, sarkar@eu, server, splunk, status
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KB0044682
Chatbot - End User Journey: Non-standard software request
English
derick.anjos@sa.corp.airliquide.com
38
Chrystele GUEFFIER
Uncategorized
Published
2025-07-28 21:35:29
15
IT Knowledge
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KB0044680 v1.0
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5
2024-02-28 20:11:27
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GIO-PCI-ITSM-Global Process Manager
This Knowledge Article aims to map the Non-standard software request End User journey through myAssistant, with the following topics: Goal Description Trigger evaluation User criteria KPIs Related KBs & Requests Improvement points Non-standard software request Goal Guide the End User in the process of Air Liquide non-standard software request. Description In this User Journey, myAssistant first detect the End User's intention of request/install a software, and them, it checks the name of the software in the End User message consulting it's own database of entities related to the App Catalog (entity path: applications > airliquide > service_catalog > windows_app). If there's no match, the User Journey starts. Demonstration Trigger evaluation The trigger process of this User Journey is made in two steps: The intent "Request access to an application" is triggered, confirming the End User intention of request a software. You can perform an evaluation test it in the link; myAssistant check for a entity match between the End User message and the database of entities from the App Catalog. You can perform an evaluation test it in the link. Note: Every test can be done directly through myAssistant on myITcorner, simulating an End User interaction. User criteria The User Journey follows each particular request user criteria, since there's no process in the chatbot side to filter End Users access. KPIs User Journey usage count (since release date): 1.439 User Journey usage count (2024): 442 Related KBs & Requests Request: Download & Install non-standard software Sys_id (Europe): ecfce1eb4fa5f740858210ee0310c7cf Sys_id (APAC): 79d1f61e4fdf7600eaa6ab6ba110c785 Sys_id (AMEI): 9c9b86424f0f96409864ca1f0310c796 Improvement points Integrate Yourway procedure as an option, following the user criteria (STRY0131868). If you have any question/suggestion regarding this request or concerned by myAssistant, please contact the chatbot administrators: derick.anjos-sc@airliquide.com or luigi.gandolpho-sc@airliquide.com
airliquide, anjos@sa, chatbot, chrystele, com, corp, derick, end, english, gueffier, journey, non, non standard software request, non-standard, request, software, standard
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KB0044680
Chatbot - End User Journey: Software request
English
derick.anjos@sa.corp.airliquide.com
16
Chrystele GUEFFIER
Uncategorized
Published
2025-07-28 21:35:29
12
IT Knowledge
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1
2024-02-28 20:09:29
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GIO-PCI-ITSM-Global Process Manager
This Knowledge Article aims to map the Software request End User journey through myAssistant, with the following topics: Goal Description Trigger evaluation User criteria KPIs Related KBs & Requests Improvement points Note that this User Journey is a parent Journey of KB0044683 (Standard software request) and KB0044682 (Non-standard software request). Software request Goal Guide the End User in the process of Air Liquide software request. Description In this User Journey, myAssistant first detect the End User's intention of request/install a software, and them, it checks the name of the software in the End User message consulting it's own database of entities related to the App Catalog (entity path: applications > airliquide > service_catalog > windows_app). If there's a match, the User Journey "Standard software request" (KB0044683) starts, otherwise, the User Journey "Non-standard software request" (KB0044682) is triggered. Demonstration E.g. Standard software: Trigger evaluation The trigger process of this User Journey is made in one step: The intent "Request access to an application" is triggered, confirming the End User intention of request a software. You can perform an evaluation test it in the link. Note: Every test can be done directly through myAssistant on myITcorner, simulating an End User interaction. User criteria The User Journey follows each particular request user criteria, since there's no process in the chatbot side to filter End Users access. KPIs User Journey usage count (since release date): 1.439 User Journey usage count (2024): 442 Related KBs & Requests Requests Standard software: App Catalog (myITcorner) Non-standard software: Sys_id (Europe): ecfce1eb4fa5f740858210ee0310c7cf Sys_id (APAC): 79d1f61e4fdf7600eaa6ab6ba110c785 Sys_id (AMEI): 9c9b86424f0f96409864ca1f0310c796 Improvement points Integrate Yourway procedure as an option, following the user criteria (STRY0131868). If you have any question/suggestion regarding this request or concerned by myAssistant, please contact the chatbot administrators: derick.anjos-sc@airliquide.com or luigi.gandolpho-sc@airliquide.com
The usage time for devices (laptop/desktop) is 4.5 years. For the replacement of these devices, there are two different processes: Rental mode & Purchase mode. Rental mode In rental mode, GIO is managing the replacement with a replacement wave each month. This means that in this mode, you only have to wait on the notification by email that your device will be replaced. If your device is damaged before its End of Life, you should open a ticket to the Service Desk team using myAssistant. The replacement process is: In the end of the year GIO set a Scheduled Retirement date to all devices to be replaced in the following year Total number of devices per country for the year is divided by 12 to have each month same number of devices to replace On the 1st of each month a group of End Users gets notification that his device has to be replaced Standard is that the device will be replaced with the same kind of device You will have 14 calendar days to open the Request “Order a Windows/Chromebook device” to select another kind of device On the 15th of each month all replacement request will be generated automatically and send to DELL Devices will be shipped with pre-installed software directly to your location The device will be configured for you, so you will be able to connect directly to the device with your credentials Only special applications which are not installed through Marimba have to be installed After the device has arrived Field Service team will contact you to: Check that everything is installed correctly Inform you where to give back your old device Purchase mode In purchase mode the replacement has to be managed locally by the Field Service team. For this, you should open this request that will require your manager's approval: order a new device. NOTE: For Smartphones and Tablets there are no automatic replacements. The process of acquiring new Smartphone and Tablets is managed by the local GIO team. To return the device to the IT team, use the requests below: For Rental devices: Return a computer For Purchased devices: Decommission a device Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant.
airliquide, anjos@sa, com, corp, derick, device, devices, dieter, english, hardware, heming, learn, old, process, replace, replacement, replacement old devices process
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KB0044683
Chatbot - End User Journey: Standard software request
English
derick.anjos@sa.corp.airliquide.com
17
Chrystele GUEFFIER
Uncategorized
Published
2025-07-28 21:35:29
29
IT Knowledge
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KB0044680 v1.0
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0
2024-02-28 20:47:29
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NaN
GIO-PCI-ITSM-Global Process Manager
This Knowledge Article aims to map the Standard software request End User journey through myAssistant, with the following topics: Goal Description Trigger evaluation User criteria KPIs Related KBs & Requests Improvement points Standard software request Goal Guide the End User in the process of Air Liquide standard software request. Description In this User Journey, myAssistant first detect the End User's intention of request/install a software, and them, it checks the name of the software in the End User message consulting it's own database of entities related to the App Catalog (entity path: applications > airliquide > service_catalog > windows_app). If there's a match, the User Journey starts, otherwise, a User Journey of non-standard software requests is triggered (KB0044682). Note: This User Journey is only related to software managed through Marimba, that you can also check in the myITcorner (Applications > Apps Catalog). Demonstration Demonstration of non-Microsoft software request: Demonstration of Microsoft software request: Trigger evaluation The trigger process of this User Journey is made in two steps: The intent "Request access to an application" is triggered, confirming the End User intention of request a software. You can perform an evaluation test it in the link; myAssistant check for a entity match between the End User message and the database of entities from the App Catalog. You can perform an evaluation test it in the link. Note: Every test can be done directly through myAssistant on myITcorner, simulating an End User interaction. User criteria The User Journey follows each particular request user criteria, since there's no process in the chatbot side to filter End Users access. KPIs User Journey usage count (since release date): 1.439 User Journey usage count (2024): 442 Related KBs & Requests Requests: myITcorner Apps Catalog Improvement points The following requests are not working through myAssistant after the DWP implementation in MS software requests (CS-1956): Install Microsoft Excel Install Microsoft Excel x64 Install Microsoft Word Install Microsoft Word x64 If you have any question/suggestion regarding this request or concerned by myAssistant, please contact the chatbot administrators: derick.anjos-sc@airliquide.com or luigi.gandolpho-sc@airliquide.com
MIR INC0670889 - SPLUNK/Unix: Process Status is stopped for pmon on EU-BULKDB-PROD (December 18th, 2
English
dhiraj.singh@eu.corp.airliquide.com
5
Jean LEROY
Uncategorized
Published
2021-08-24 11:44:24
10
Major Incident Reports
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2020-12-18 14:42:18
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GIO-CS-SD-DATABASE ORACLE-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Unix: Process Status is stopped for pmon on EU-BULKDB-PROD INC0670889 - December 18th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 2 Hours 41 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
18th, 1fiyptegvlfmsefjydvoyb8a5rpy52qiyfoslhdeo-js, 2\n link to the mir : https://docs.google.com/document/d/1fiyptegvlfmsefjydvoyb8a5rpy52qiyfoslhdeo-js/edit#heading=h.gjdgxs, airliquide, com, corp, december, dhiraj, docs, document, edit, english, eu-bulkdb-prod, gjdgxs, google, heading, https, inc0670889, jean, leroy, link, mir, mir inc0670889 - splunk/unix: process status is stopped for pmon on eu-bulkdb-prod (december 18th, pmon, process, singh@eu, splunk, status, stopped, unix
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KB0048993
[C2P] Material Quantity in C2P is capped at 600 ETC/Month/Ship-to
English
diana.huiu@eu.corp.airliquide.com
11
Diana HUIU
Uncategorized
Published
2025-07-29 21:41:39
27
myITcorner
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1
2024-04-04 16:52:39
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INC1383991
BEC-DBI
The material quantity in C2P is capped at 600 ETC/Month/Ship-to following business decision. The reason is that, in the few cases with very high ETC, the C2P was abnormal. The capping is providing a solution to these cases, without being a perfect solution.
[Wave] Download / Export in summarised data format
English
diana.huiu@eu.corp.airliquide.com
22
Diana HUIU
Uncategorized
Published
2025-07-29 21:42:01
10
myITcorner
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0
2024-04-30 17:16:07
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INC1267646
BEC-DBI
DescriptionIn the 4020-WAVE Sales & Customer Care app I receive the following error when I try to download/export the report in Summarized Data Format : ,,FILE COULDN'T BE CREATED : Exportdoes not support visuals with measures created on a live connected dataset". Solution You need to change the file format to be used for the export, as shown in the screenshot below.
Quantity measures available in the Revenues Wave BI report (quantity supply, invoice, C0)
English
diana.huiu@eu.corp.airliquide.com
1
Diana HUIU
Uncategorized
Published
2025-07-28 22:55:16
7
IT Knowledge
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0
2024-03-13 11:15:32
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INC1363425
BAP-HUB-BI-L4
In order to have an accurate view of sold quantities, it is better to add the unit columns associated to each quantity. - qtysupply -> unit supply code- qtyinvoice ->unit document code - qtyC0 -> unit C0 Otherwise you will might different quntities and could not understand the difference. These figures are taken as such from SAP, no transformation is done in the BI.
[Wave] [C2P] Bulk Transport Cost equal to zero due to Default Source Distance equal to zero
English
diana.huiu@eu.corp.airliquide.com
3
Diana HUIU
Uncategorized
Published
2025-07-28 22:55:16
9
IT Knowledge
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NaN
NaN
NaN
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4
2024-06-05 12:17:46
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INC1198059
BAP-HUB-BI-L4
Additional comments DescriptionIn Wave C2P 4020 when looking at ShipTo Code 0012278418 / Site 0012275596 - Fayard A/S, Material = I110RG, Bulk Transport Cost = 0 despite volume delivered. Looking further at Log data, it seems that "Default Source Distance" is 0. > How to correct the distance? > Could we please run a report for all site with 0 Default Source distance? Resolution notes:> The distance needs to be corrected in Alto / LED.> You can personalize the existing report by putting a filter on the Default Source Distance equal to zero (or null, if significant for you), and then export the report for further analysis. You can also rank by Default Source Distance.See alsoDocument links for screeshot. ________________________________________ 2023-06-20 Configuration itemWAVE IMM - Sales BI - PRODBusiness ServiceBI for Sales IM, EL & Medgas
Incident DescriptionHi, When looking at report 4020/Archive/Wave c2p with data from 2022 and filtering on a certain Ship-to or Customer Site, there is no data, whereas we sold for some m€ of I2100RG - ARGON Liquid (std) in 2022. Incident Resolution notes:The C2P is not calculated because the customer settings related to the market are not filled in SAP and engender its exclusion from the report. Configuration itemWAVE IMM - Sales BI - PRODBusiness ServiceBI for Sales IM, EL & Medgas
IOT4Bos - How to request access to the IOT4Bos Platform through CARM
English
diego.orlando@am.corp.airliquide.com
32
Diego ORLANDO
Uncategorized
Published
2025-07-28 20:10:24
46
IT Knowledge
IoT4BOS
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11
2022-08-18 0:46:53
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ALZ-AME-GCS-Remote Assets-L2
Doc ID KB0028996 Version: 2.4.x Status: INTERNAL Published date: August 17 2022 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Entitled Customer Author: Diego Orlando - diego.orlando@alizent.com Details: Customer environment details: Customer site / Any site in IOT4Bos Platform release/version: 2.4.x and above Procedure: How to request access to the IOT4Bos Platform through CARM Brief Explanation of the reason: Adding a new user to the IoT4BOS platform can now only be done via CARM. New users must first go to the CARM website and request access to the entity or entities within IoT4BOS that they require access to. Their manager will then receive a request by mail and either accept or refuse access. Once the manager has authorized access, the key users of the entities involved will then receive a similar request. If the key users approve the request, the account is created in IoT4BOS within the authorized entities. The newly created user accounts can then be associated with Business Profiles within those entities. (managed by the Key user of the affiliate) Detailed Step ByStep Procedure: 1. Go to the Carm website Here and log on with your user account 2. Go to “My Access” And then look for the light blue sign + 3. Look for the IOT4BOS (At this point you will need to know the environment that you are requesting access for… Dev, PreProd or Prod. It will be Prod for most users (which will be the one identified only as IOT4OS… with no suffix)) 4. Now select the entity that the new user need access to 5. You will receive a notification about the approver´s decision 6. At this poínt, the requester is or is not allowed to access the platform. If you are an Approver in CARM, you will receive an email like this one when someone requests access to one of the entities that you are responsible for. See bellow: 7. Go to Carm, Click on “My Tasks” 8. Open the task that you have received as bellow 9. Proceed according to the user requests by approving or rejecting it 10. Once the request is approved, the Key user needs to assign the user to a business profile 11. Select the desired Business Profile 12. Look for the user 13. Add the selected user 14. Done KnowledgeBase Article/Documentation: For any other documentation on this, please review the User guide Here or the Help menu in the bottom of the IOT4Bos webpage Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
access, affiliates, air, airliquide, all, any, authorized, business, carm, certain, com, confidential, consent, contain, contained, corp, course, destroy, diego, disclosure, document, employees, employment, english, exclusively, express, furthermore, group, have, herein, how, if, immediately, information, internal, iot4bos, its, liquide, may, message, mistake, notify, one, original, orlando, orlando@am, part, parties, platform, please immediately notify the sender and destroy the original message., prohibited, property, provided, received, representative, reproduction, request, sender, technical, their, third, this document and the information contained herein is l'air liquide s.a. or one of its affiliates' property. the document is confidential business information and may furthermore contain confidential technical information. it is provided to certain employees of the air liquide group for their internal use exclusively in the course of their employment. any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the air liquide group. if you have received this document by mistake, through, use, within, without, written, you
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KB0027528
Splunk Alert T60_C30 - APN Issue on IOT4BOS/Connectors/KERCOM/Keriot - CountOfMessagesSent
English
diego.orlando@am.corp.airliquide.com
3
Vincent GUILLON
Uncategorized
Published
2025-07-28 20:10:24
22
IT Knowledge
IoT4BOS
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1
2022-06-20 18:07:36
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ALZ-AME-GCS-Remote Assets-L2
IOT4Bos - Splunk Alert T60_C30 - APN Issue on IOT4BOS/Connectors/KERCOM/Keriot - CountOfMessagesSent Incident analysis Doc ID KB0027528 Version: 2.1.4 Status: INTERNAL Published date: May 03 2022 Categories: Remote Assets - IOT4BOS - Break/Fix Available To: Alizent Internal/Entitled Customer Author: Vincent GUILLON - vincent.guillon@alizent.com Details: Customer environment details : KERCOM (IP & PSTN) Connector Platform release/version : All IoT4BOS versions and all connectors versions Device version/model : All device type involved Problem identification Problem Clarification You may detect this issue by 2 ways: A new alert incident is received with the following description: SPLUNK/AWS - ALIZENT T60_C30 Alert on IOT4BOS/Connectors/KERCOM/Keriot - CountOfMessagesSent for ConnectorId=[KERXXX] ? IOT4BOS/Connectors/KERCOM/Keriot - CountOfMessagesSent has breached threshold on on ConnectorId=[KERXXX] Below are latest metrics for CountOfMessagesSent ? IOT4BOS/Connectors/KERCOM/Keriot Threshold ID : 141 CountOfMessagesSent metric threshold critical of 0 has been breached 11 times Description: No messages sent by the KERCOM to IoT4BOS. Linked dashboard : https://splunk4u.apps.airliquide.com/fr-FR/app/Alizent/iot4bos_ker_global (then connect to the dashboard of the appropriate connector) Procedures : - L1 : https://docs.google.com/document/d/1_rEWifMNed9yNN0wfTDpFmQN7qnFvn4MsOlEFeHk_2A/edit ? Generated by SPLUNK> @ 04/29/22 08:30:00 PM ? Link: https://splunk.apps.airliquide.com/en-US/app/alert_manager/incident_posture?form.s_incident_id=3bd20bbc-6694-4dca-8b12-8981460a3394 ? Urgency: critical Screenshot as an example This metric counts the number of messages sent to IoT4BOS (json messages with timeseries and events). Therefore, this incident highlights the fact that the connector is not sending data to IoT4BOS anymore. Or CountOfMessages metric analysis The SPLUNK dashboard corresponding to the appropriate connector will ease your understanding of this behavior and allows you to compare it to an usual behaviour. The countOfMessagesSent metric can be observed via the Keriot custom metrics graphs. Here is an example for the KER013 breakdown : Cause: We can identify several root causes for this issue depending on the connector type. KERCOM IP : APN or user network issue Windows services (kercom/scaffold) issue Internal code issue KERCOM PSTN : GTIS BOX or PSTN network issue Windows services (kercom/scaffold) issue Internal code issue Workaround/Solution: In case of services issue, internal code issue you can follow this procedure : https://docs.google.com/document/d/1_rEWifMNed9yNN0wfTDpFmQN7qnFvn4MsOlEFeHk_2A/edit. If this procedure does not solve this issue : contact L3 for network tests. KnowledgeBase Article/Documentation: All related data to the environment that can help to understand where is the issue occurring : https://splunk4u.apps.airliquide.com/ https://docs.google.com/document/d/1frGD7OggWWQzBtC-pb2DCLV4epdx881H7pP774uGT-k/edit#heading=h.8vvovjek2q3b Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
IOT4Bos - Excessive amount of SMS being sent from the I4B platform
English
diego.orlando@am.corp.airliquide.com
5
Diego ORLANDO
Uncategorized
Published
2025-07-28 20:10:24
22
IT Knowledge
IoT4BOS
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2022-08-17 21:17:57
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ALZ-AME-GCS-Remote Assets-L2
Doc ID: KB0028994 Version: 2.4.x Status: INTERNAL Published date: August 17th 2022 Categories: Remote Assets - IOT4BOS - Break/Fix Available To: Alizent Internal/Entitled Customer Author: Diego Orlando Details: Customer environment details : KERCOM (IP & PSTN) Connector Platform release/version : All IoT4BOS versions and all connectors versions Device version/model : Lexa - Dalia - BRIO - All Problem Clarification An excessive amount of SMSs were being sent from the IoT4BOS platform and the provider (Orange) asked us to fix the situation urgently. Cause: We have identified one topic in particular (LUZON_APSA_ALARMS) that was responsible for the majority of the SMS being sent. We noticed that a large majority of the events being sent were tagged as "minor" so in order to quickly reduce the number of messages sent, we removed the “Minor” events from that topic Workaround/Solution: It does seem like the device causing a lot of the events is PH_LTI_T4... So perhaps a better idea would be to put that device in "stand by" status and then re-adding the minor events to the LUZON_APSA_ALARMS topic and then adding the "running" device status as a filter. Then fixing whatever is causing that device to generate so many events. See bellow Here is the topic that was causing the SMS notification. With the “EVENT SEVERITY: Minor” active, any event generated by the device, would be notified, causing the sms flooding How to determine that this topic is causing the flooding? Please escalate to the Level 3 Product Expert since they need to find out first the SMS originating country and then to find out the causing topic. KnowledgeBase Article/Documentation: As an important document guide, you can follow the On Call Management (OCM) guide Here Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
affiliates, air, airliquide, amount, being, business, certain, com, confidential, contain, contained, corp, diego, document, employees, english, excessive, furthermore, herein, i4b, information, iot4bos, its, liquide, may, one, orlando, orlando@am, platform, property, provided, sent, sms, technical, this document and the information contained herein is l'air liquide s.a. or one of its affiliates' property. the document is confidential business information and may furthermore contain confidential technical information. it is provided to certain employees of the air
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KB0044228
KB - IOT4BOS - How to update a user account with -SC to a permanent account by using Postman
English
diego.orlando@am.corp.airliquide.com
5
Peng-Vince HUANG
Uncategorized
Published
2025-07-28 20:10:26
17
IT Knowledge
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0
2024-02-08 22:05:01
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ALZ-AME-GCS-Remote Assets-L2
KB - IOT4BOS - How to update a user account with -SC to a permanent account by using Postman KB Documentation Version: 3.2.x Status: INTERNAL Published date: February 8th 2024 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Remote Assets L3 Author: Vincent Guillon and Diego Orlando Details: Customer environment details: CARM - IOT4BOS - Postman Platform release/version: 3.2.x and above Procedure: How to update a -SC to a permanent account by using Postman Brief Explanation of the reason: It's A common practice to have a contractor employee who needs access to the IOT platform. When the user is correctly onboarded with its account (name.lastname-SC@airliquide.com) this person will be able to work as a regular employee. But what happens after a period of time that the person becomes an Air Liquide employee. Immediately after that, the existing -SC user email address is being replaced by the name.lastname@airliquide.com domain. At this point, the access to the IoT4Bos platform is closed. In this procedure you will see how to modify the email address only in the IOT4BOS account without losing the IoT4Bos access, business profiles, favorite views, etc IMPORTANT: This procedure needs to be validated by a Remote Asset Product Expert Detailed Step ByStep Procedure: First of all, you will need to have installed Postman and already created the 2 APIs, one for IOT4BOS and the other for CARM. For more information on how to configure this, please contact a Remote Asset Product Expert Identify the User ID because you will need it in the future. Look for the affected user in IoT4BOS in Users See above in the address bar as follow Open Postman and go to the IoT4BOS API Go to the V1 directory Go to the Users directory and expand it Expand {user id} and click in GET User (This option will not change/modify any value) as follows Paste the user id in the GET link in the top and click SEND to obtain the requested information regarding the affected user as follows With this information you will see that the get user is the correct and the user that needs to be corrected Look for the affected user in the CARM API (Remember to change also the context to CARM) Expand Get User Look for the user ID Copy all the result message Now the result needs to be added to the PUT (Update user) command within also the CARM context (Caution here because this command will modify the existing element after sending the change) Paste in the Body the copied information Correct the information that was wrong. In this case just replacing the bad email address without the -SC part Once you have corrected all the needed information, you can SEND the change. After sending the change, the result will appear below in the same screen, as follows Then you can validate in IOT4BOS that the user now is corrected
-sc, account, affiliates, air, airliquide, all, any, article, authorized, business, certain, com, confidential, consent, contain, contained, corp, course, destroy, diego, disclosure, document, employees, employment, english, exclusively, express, furthermore, group, have, herein, how, huang, if, immediately, information, internal, iot4bos, its, kb, liquide, may, message, mistake, notify, one, original, orlando@am, part, parties, peng-vince, permanent, please immediately notify the sender and destroy the original message., please rate this article\n \n this document is internal\n \n this document and the information contained herein is l'air liquide s.a. or one of its affiliates' property. the document is confidential business information and may furthermore contain confidential technical information. it is provided to certain employees of the air liquide group for their internal use exclusively in the course of their employment. any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the air liquide group. if you have received this document by mistake, postman, prohibited, property, provided, rate, received, representative, reproduction, sender, technical, their, third, update, use, using, within, without, written, you
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KB0027492
KB - Iot4Bos - How to replace the Device ID in I4B after the dual feeding enabled
English
diego.orlando@am.corp.airliquide.com
5
Diego ORLANDO
Uncategorized
Published
2025-07-28 20:10:24
32
IT Knowledge
IoT4BOS
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NaN
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7
2022-06-18 22:07:28
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ALZ-AME-GCS-Remote Assets-L2
IOT4BOS - How to replace the Device ID in I4B after the dual feeding enabled KB Documentation Doc ID KB0027492 Version: 2.1.4 Status: INTERNAL Published date: 2022-06-18 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Entitled Customer Author: Diego ORLANDO - diego.orlando@alizent.com Details: Customer environment details: Italy HealthCare - ITH - But it applies to all XFLOW IP devices running in I4B Platform release/version Iot4Bos 2.1.0 and above Device version/model XFLOW IP Brief Explanation of the reason: How To replace Device ID when Device is already created in IOT4Bos after dual feeding enabled. When you enable the dual feeding in Xflow IP devices, you are creating new call routes to the IOT platform. When the device communicates to the platform, it is using the connector KER0xx and sending the device ID on it. Sometimes, this device ID is created with a new device name separately and you will see 2 devices with the same name in IOT4Bos but one of them in the Stock site Overall Procedure: Look for the device ID in the Kercom-Prod DynamoDB Table. Look for the device in GTIS DB and replace the Device ID by the correct one Delete the incorrect device ID in the Connector file -> filename (RDP access) if exist Delete the not correct device in IOT. It could be sometimes the one in the stock site or the one already created in the customer site. It depends on which is the latest available version and the one that you want to keep Detailed Step ByStep Procedure: 1. Look for the device name in the Kercom-Prod DynamoDB Table. Once you have found the device name, you will have the device ID attached on it, so this will be used later in the GTIS DB query. In this case, the correct device ID is “B5B7r_WydEqzN8c8gdrv6g” 2. Connect to the EUD3-PR-GHCKER1.alidaho.com SQL server (We used this because the device was in Healthcare but can be Main1, Canada, etc) with your Alidaho credentials and open the SQL instance EUD3-PR-GHCSQL1\INGTISHCEU,1433. Then expand the kerwinDB in Tables and look for table named “I4B_deviceID” as displayed in the below image Then you will need to query by the device name. I put this sentence as an example And then, you will need to run this SET command to update the new device ID (coming from the AWS DynamoDB Table) on this Device 3. Delete the incorrect device ID in the Connector file -> filename (RDP access) if exist. Most of the time it is not there anymore, but you can check it on the KerCom server. In this case we used the KER004 (RDP connection throughout the jump server 10.151.108.99) and from there to the Ker0xx server Open a Windows Explorer and try to look for the reference to the old device ID that you already found on SQL before doing the SET command. If it exists, just remove it from this directory and that's all. If it does not exist you can ignore this step 4. Delete the not correct device in IOT. It could be sometimes the one in the stock site or the one already created in the customer site. It depends on which is the latest available version and the one that you want to keep To remove the device from IOT, please follow the user guide steps detailed here KnowledgeBase Article/Documentation: IoT4Bos User Guides https://sites.google.com/alizent.com/iot4bos-users-community/trainings-documents/user-guides Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
Doc ID KB0028995 Version: 2.1.4 Status: INTERNAL Published date: August 17 2022 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Entitled Customer Author: Diego Orlando - diego.orlando@alizent.com Details: Customer environment details: Customer site / Any site in IOT4Bos Platform release/version: 2.4.x Device version/model: ALL Asset specification: ALL Procedure: How to Delete an Asset in IOT4Bos Brief Explanation of the reason: Sometimes the user needs to delete an Asset because it is not used anymore, or for any other reason. Or just the asset was created by mistake or with the wrong data. Here you will need to remove it from the site and re-add it if needed Detailed Step ByStep Procedure: 1. Go to the site where you have the asset to be deleted 2. Select the desired asset and go to Asset Variables 3. Select all the asset variables from the top option in the left and then select the 3 dots on the right to delete them 4. Open the asset information Tab in order to Edit the status to decommissioned 5. Change the Asset status to decommissioned and click in “update” 6. Now you will have the option to delete the asset 7. Confirm and Done 8. Asset deleted KnowledgeBase Article/Documentation: For any other documentation on this, please review the User guide Here or the Help menu in the bottom of the page Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
affiliates, air, airliquide, all, any, asset, authorized, business, certain, com, confidential, consent, contain, contained, corp, course, delete, destroy, diego, disclosure, document, employees, employment, english, exclusively, express, furthermore, group, have, herein, how, if, immediately, information, internal, iot4bos, its, liquide, may, message, mistake, notify, one, original, orlando, orlando@am, part, parties, please immediately notify the sender and destroy the original message., prohibited, property, provided, received, representative, reproduction, sender, technical, their, third, this document and the information contained herein is l'air liquide s.a. or one of its affiliates' property. the document is confidential business information and may furthermore contain confidential technical information. it is provided to certain employees of the air liquide group for their internal use exclusively in the course of their employment. any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the air liquide group. if you have received this document by mistake, use, within, without, written, you
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KB0056431
[APT]SAP application does not open
English
Dirk.WILLEMS@eu.corp.airliquide.com
1
NaN
Uncategorized
Published
2025-08-25 7:37:19
5
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
0
2025-07-17 10:12:03
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INC1783865
GIO-EUS-SD-EUROPE-L1
2025-07-17 10:12:02 - Dirk WILLEMS-SC Additional comments Resolution notes:cleared SAP by renaming folders in appdata/ roaming and appdata /local to SAPold and reboot after . sap is working now for user 2025-07-16 15:57:46 - Dirk WILLEMS-SC Additional comments APT 17/07 PM 2025-07-16 15:33:21 - Dirk WILLEMS-SC Additional comments asked user for his availability 2025-07-16 11:31:07 - Raid BEN SALAH-SC Additional comments Cher Lale ULUSOY,Je vous contacte de la part du Service Desk au sujet du INC1783865 - SAP application does not open. J'ai essayé de vous contacter par téléphone sur le +32 477 89 57 05 à 11:30 CET.Nous allons faire deux tentatives supplémentaires pour vous contacter par e-mail au cours des prochaines 48 heures, après quoi votre ticket passera au statut fermé.Nous vous remercions de votre coopération et de votre compréhension,Raid Ben Salah Service Desk Global Air Liquide 2025-07-16 10:47:20 - Anna KLEIN-SC Additional comments Mme Ulusoy vient de nous appeler.
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: User is having functional issue regarding the the SMS (Standards Management System) application STEPS: User must open a ticket for him/herself via the ALAIR Support Portal. Follow KB0013757 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - ALAIR Configuration item: ALAIR - PROD Situation: Non cataloged request [Ad Hoc Request] TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
TETA ME - unable to login with SSO - if not solved by L1
English
dorottya.kriston@eu.corp.airliquide.com
3
Bartosz BURY
Uncategorized
Published
2025-05-15 10:15:15
5
GIO Service Desk
NaN
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NaN
BEC - Local Business Applications
NaN
NaN
NaN
1
2024-05-21 15:35:13
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NaN
BEC-GLOBAL-APPS-L3
COUNTRY/REGION: POLAND ENTITY: BIS E&C SYMPTOMS: E&C Krakow user is calling with no access to the Teta ME application. Teta ME is a web portal to the HR system in Kraków. (Users, employees use it to request holidays, other kinds of absence or get a report, pay slip, tax declaration etc.) BEFORE YOU START: Please follow KB0050142. STEPS: Create and incident, and assign it to to BEC-EUS-FS-KRA-L2 LOGGING CATEGORISATION: Ticket template to be used:0_E&C[Business Application] problem Business service: BEC - Local Business Applications Configuration item: Teta HR - PROD Situation: Availability and performance issue [Incident] Assignment group (if not L1): BEC-EUS-FS-KRA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:ITALY ENTITY:BIS ITALY SYMPTOMS: User calls because when they click on their settings in Tvox, nothing happens. BEFORE YOU START: Open Tvox in Chrome, Chrome incognito in order to make sure that the problem is a Tvox issue, and not related to user's browser. STEPS: Redirect user to Tvox support: Tel. +39 045 2224600 Fax. +39 045 6104307 info@teleniasoftware.it LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Situation: How-To/Question Resolution Notes: Redirected user to Tvox support. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
airliquide, available, com, corp, dorottya, english, gerhards, issue, kriston@eu, maik, not, not working, settings, tvox, working
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KB0021553
RMS - Information
English
dorottya.kriston@eu.corp.airliquide.com
22
Mateusz DREHER
Uncategorized
Published
2025-09-29 14:33:30
7
GIO Service Desk
NaN
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NaN
BEC - RMS
NaN
NaN
NaN
0
2024-03-27 14:08:32
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NaN
BEC-PRIMAVERA-L3
COUNTRY/REGION: E&C Germany/Poland ENTITY: ALL SYMPTOMS: Users wants to have some information about application or data (info about backups, development date, backlog, pending tickets) BEFORE YOU START: This article is applicable for E&C users only! For BHC FRANCE HOMECARE users, follow the article KB0020719! STEPS: Assign request to BEC-RMS-L3 Please note: this assignment group applies to E&C users only! LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - RMS Configuration item: RMS - PROD Situation: Information request [Ad Hoc Request] Assignment group (if not L1): BEC-RMS-L3 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
Discover this new feature that lets us quickly preview videos in Drive in List mode. Google is now introducing a new feature that lets you quickly preview videos in Drive in List mode by simply hovering your mouse over their thumbnail. Upon hovering, the video will start to play automatically and clicking on the video will open it in full-screen. While the video is in preview mode, you can turn captions and the sound on or off using the icons in the top right corner. How to do it? On your computer, go to Google Drive Click on Settings On the side menu, select "General". Scroll to “File preview card.” Uncheck the box next to “Show details card when hovering on a file icon.”
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: User wants to have access to application. New account needed. STEPS: Assign an adhoc ticket to BEC-PRIMAVERA-L2 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - PRIMAVERA Configuration item: PRIMAVERA - PROD Situation: Access Request [Ad Hoc Request] Assignment group (if not L1): BEC-PRIMAVERA-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: User has issue with his/her PRIMAVERA account STEPS: Assign incident to BEC-PRIMAVERA-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - PRIMAVERA Configuration item: PRIMAVERA - PROD Situation: Account issues [Incident] Assignment group (if not L1): BEC-PRIMAVERA-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Discover new ways to quickly format and organize data with tables in Sheets
English
dorottya.kriston@eu.corp.airliquide.com
30
Eugenie DUCREUX-SC
Uncategorized
Published
2025-07-29 16:02:54
18
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
0
2024-08-13 10:32:21
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NaN
GIO-EUS-GOPS-DWP-L2
Discover this new feature in Google Sheets ! Google know that it can be time consuming to perform repetitive tasks like updating data in a spreadsheet. In addition, maintaining the structure and format of the data can be difficult when there are multiple people updating the document.To help solve for this, we’re excited to announce tables in Google Sheets. With tables, you can simplify and accelerate spreadsheet building by bringing format and structure to unorganized ranges. How to do it? By selecting your data range and going to Format > Convert to table. ?? Tables will transform the way teams organize their data, simplify data creation, and reduce the repetitive tasks needed to format, input, and update data. Here’s how using tables reduces the time you would usually spend manually formatting data: Auto-applied formatting: When you convert your data to a table, Sheets automatically applies formatting to polish your data so that all inputs are properly aligned, reducing the need for manual changes. You can further customize your table by changing colours, readjusting the row height, and more. Column types: For each column, you can set the appropriate column type (e.g., date, currency, dropdown), and your table will make sure all entered data has the right formatting based on the column type. Data entered that does not align with a set column type will result in a warning. Unified menu: Above the table, you will see a menu option to manage table-level settings (e.g., adjust table range) and take action (e.g., create a filter view for your table). Table references: Table references are a special way to refer to a table or parts of a table in a formula. When you convert your data to a table, Sheets provides a name for the table and each column header. When you reference table elements by name, the references update whenever you add or remove data from the table. For example: Instead of explicit cell references: =COUNTIF(B2:B10, “P0”), you can use table references: =COUNTIF(Task_tracker[Priority], “P0”).
Learn to request an access to a Kite group in Carm
English
dorottya.kriston@eu.corp.airliquide.com
762
Vincent CAO
Uncategorized
Published
2025-07-29 20:38:31
28
myITcorner
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0.00
NaN
NaN
NaN
NaN
21
2024-01-09 17:04:11
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GIO-SEC-CARM-L2
Important : CARM only manages two type of Kite Group (Google Group) : - Standard for communication purpose - Shared mailbox group shared with team members for instance. To be added as member of a kite group (google group) managed by CARM, please follow below steps : 1 - Connect to CARM 2 - Click on My Access 3 - Click on Request New Kite Membership link 4 - Search for the target Kite group then select it 5 - Enter a justification then submit your request 6 - The owner of the Kite group will receive a task to approve your request. After approval, your Kite account will be member of the selected Kite group. Note: If you don't find a Group but you know it exists, Groups without Active Owner dot not appear on the Search. Please Contact the CARM team (wwgio-iam-carm-l4@airliquide.com) for more information.
access, airliquide, ask, cao, carm, com, corp, dorottya, english, for, group, group without owner, kite, kriston@eu, learn, lost, lost group, owner, request, vincent, without
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KB0050142
TETA ME - unable to login with SSO - if solved by L1
English
dorottya.kriston@eu.corp.airliquide.com
3
Bartosz BURY
Uncategorized
Published
2025-05-15 10:15:06
5
GIO Service Desk
NaN
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NaN
BEC - Local Business Applications
NaN
NaN
NaN
0
2024-05-21 15:39:13
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NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION: POLAND ENTITY: BIS E&C SYMPTOMS: E&C Krakow user is calling with no access to the Teta ME application. Teta ME is a web portal to the HR system in Kraków. (Users, employees use it to request holidays, other kinds of absence or get a report, pay slip, tax declaration etc.) BEFORE YOU START: Please follow KB0050135. STEPS: 1. Restart User's PC 2. if still does not work, run CMD and run command ipconfig /flushdns LOGGING CATEGORISATION: Ticket template to be used:0_E&C[Business Application] problem Business service: BEC - Local Business Applications Configuration item: Teta HR - PROD Situation: Availability and performance issue [Incident] TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: PRIMAVERA application is not available for the user. STEPS: Assign incident to BEC-PRIMAVERA-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - PRIMAVERA Configuration item: PRIMAVERA - PROD Situation: Availability [Incident] Assignment group (if not L1): BEC-PRIMAVERA-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: Users wants to have some information about application or data (info about backups, development date, backlog, pending tickets) STEPS: Assign an adhoc to BEC-PRIMAVERA-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - PRIMAVERA Configuration item: PRIMAVERA - PROD Situation: Information request [Ad Hoc Request] Assignment group (if not L1): BEC-PRIMAVERA-L3 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
PISA SALES, PISA PLUGIN, Pisa Reports - Not categorized request
English
dorottya.kriston@eu.corp.airliquide.com
12
Mateusz DREHER
Uncategorized
Published
2025-09-29 14:33:26
9
GIO Service Desk
NaN
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NaN
BEC - PISA
NaN
NaN
NaN
1
2024-05-07 9:06:10
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NaN
BEC-ALAIR-L3
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: User requested for new feature, new report or other not existing Services in PISA SALES, PISA PLUGIN, Pisa Reports. STEPS: Assign an adhoc ticket to BEC-PISA-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - PISA Configuration item: PISA SALES, PISA PLUGIN, Pisa Reports - PROD Situation: Not categorized [Ad Hoc Request] Assignment group (if not L1): BEC-PISA-L3 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
Step 1 Once finished, select the concerned meeting room from the My meetings section on the left panel then click your meeting to release it. The meeting room automatically will turn green. When you leave the meeting room early, remember to release it on Loop. This will let your colleagues know that the room is available again.
COUNTRY/REGION:*EU* ENTITY:*Air Liquide* SYMPTOMS: Unable to take overt the computer - access denied. We can't take over the machine, the SD gets access denied. POSSIBLE CAUSES: Computer is in not the correct OU / AD group. BEFORE YOU START: Add screenshot about the error. Not the hostname of the PC. STEPS: Send the ticket to the L1,5 then they will send it to the local IT team / onsite to configure the PC. LOGGING CATEGORISATION: Ticket template to be used: - Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname, if possible Situation: Availability [Incident] Assignment group L1,5 TICKET TYPE: Incident ARTICLE TYPE: Assignment L1,5 TEAM: L1.5
access, access denied, airliquide, com, computer, corp, denied, dorottya, english, gerhards, hardware, kriston@eu, maik, over, overt, pc, take, unable, unable to take over the pc, unbale, unbale to take overt the computer
NaN
KB0027677
[WC] WIFI@AL2 - Windows couldn't connect
English
dustin.wilson@am.corp.airliquide.com
0
Dustin WILSON
Windows - Storage / Performance
Published
2025-07-29 1:52:45
6
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
10
2022-06-30 18:38:31
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INC0956382
GIO-EUS-GOPS-USER-DEVICES-L3
2022-06-30 12:38:31 - Dustin WILSON Additional comments Resolution notes:reset network settings on iPhone and was able to then reconnect. Bad network settings carried over from old phone during data transfer. 2022-06-29 12:28:49 - Karen SANSONE Additional comments Received new phone and transferred all data/apps to it from old phone. Computer access to personal hotspot is still not working. Contacted ALAM IT to request local support. 2022-06-29 12:26:54 - Sharon GARCIA-SC Additional comments Contacted the user and she will receive the new device on July 1si, she request to keep this ticket open until she receive the new equipment ticket will remain as pending 2022-06-20 16:09:16 - Sharon GARCIA-SC Additional comments User will provide RITM number to new mobile device, she is requesting to keep this ticket open until she received the new quipment 2022-06-20 09:16:38 - Sharon GARCIA-SC Additional comments Waiting for user to provide the ticket number for new device request 2022-06-17 17:32:24 - Sharon GARCIA-SC Additional comments User is requesting to keep this ticket as pending, she has request a new phone and want to make sure that with new device issue is not persisting 2022-06-16 16:18:24 - Sharon GARCIA-SC Additional comments Awaiting customer 2022-06-13 16:13:30 - Sharon GARCIA-SC Additional comments [CH2] [CH1] Contacted the user at +1 908 892 9766Answer: NoVoicemail: NaSend user a message via google chat and emailWill try to contact again 2022-06-08 17:59:51 - Sharon GARCIA-SC Additional comments [CH1] Contacted the user at +1 908 892 9766Answer: No Voicemail: NaSend user a message via google chat and email Will try to contact again 2022-06-06 11:56:14 - Sharon GARCIA-SC Additional comments Users affected has changed 2022-06-06 11:55:51 - Sharon GARCIA-SC Additional comments Requested forKaren SANSONECall back number+1 908 892 9766SourceSelf-serviceConfiguration itemALUS-KNW4722-TBusiness ServiceUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionHostname: out in the configuration itemUser is calling to report an issue regarding Wifi@AL2 on his/her Windows computer. (ONLY 1 user is affected)Cannot connect to Mobile Phone Hot Spot from Laptop ComputerBoth devices are Air Liquide assets. Hotspot shows up in list of available networks on computer but cannot secure a connection.
airliquide, apples, com, configurations, connect, copied, corp, corrupted, couldn, dustin, english, incorrect, integrated, necessitation, network, new, over, phone, phones, procedure, resetting, settings, software, update, updated, user updated to new phone via apples integrated update procedure. wireless configurations were copied over as well and were incorrect/corrupted necessitation resetting of phones network settings., via, wc, well, were, wifi, wifi@al2, wilson, wilson@am, windows, wireless
NaN
KB0055177
BHC application - Rescan
English
eddine.sayari@eu.corp.airliquide.com
55
NaN
Uncategorized
Published
2025-03-26 17:20:00
3
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
7
2025-03-26 17:19:56
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling regarding installation of : Rescan BEFORE YOU START: No request is needed, it is just optional. STEPS: Download the application from Google Drive and install it with Admin credentials. Link : https://drive.google.com/drive/folders/1NHhJ0ZP4kBINXv2TQuA9R3M2LyzdRhMy LOGGING CATEGORISATION: Business service: BHC - Other applications Situation: Bug/Defect [Incident] Resolution Notes: Assisted the user to install the medical application : Rescan TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, bhc, care, com, corp, eddine, english, health, health care, hhc, medical, rescan, sayari@eu, software
NaN
KB0055175
BHC application - Nvision
English
eddine.sayari@eu.corp.airliquide.com
165
NaN
Uncategorized
Published
2025-06-18 10:01:58
5
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
39
2025-03-27 9:02:55
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling regarding installation of : Nvision BEFORE YOU START: No request is needed, it is just optional. STEPS: Download the application from Google Drive and install it with Admin credentials. Link : https://drive.google.com/drive/folders/1-VQL2sJ77REbv4Hndtl2l6l9XrikiPWX Serial number : 1189-07065-121334-129588 LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Installation / Deployment Resolution Notes: Assisted the user to install the medical application : Nvision TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, bhc, care, com, corp, eddine, english, health, health care, hhc, medical, nvision, sayari@eu, software
NaN
KB0052139
A meeting onsite? Use companion mode to check-in to a Google Meet conference room
English
eddine.sayari@eu.corp.airliquide.com
20
Ysaure SOCHARD-SC
Uncategorized
Published
2025-07-29 16:16:09
23
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-09-17 9:57:25
#########
NaN
GIO-EUS-GOPS-DWP-L2
With this feature, help your colleagues to easily identify who is in a meeting room. If you’re joining a meeting from a meeting room, you can use companion mode on your device to check in to that specific room. ?? You are prompted to check into a room after joining companion mode on your personal device ?? ?? Checked-in participants will appear under the conference room ?? ?? Checked-in participants will be grouped under the conference room in the people panel ?? Helps boost individual representation, making meetings more equitable, inclusive, and collaborative. Rather than being represented in a meeting just by the conference room you’re in, room check-in helps ensure everyone in the meeting can see your name and be aware of your presence. If you turn on your personal video tile in companion mode, it along with the conference room name, will be shown while you’re presenting. How to access this feature? From meet.google.com, or by using g.co/companion.Check-in by selecting the Google Meet hardware device on the call. ?? Reminder ?? Meeting rooms can only be cancelled in the following cases: A person has booked a room but has not shown up after 10 minutes (only applies if the sensor in the room has not detected any presence). Someone has deleted the event and/or meeting room in Loop or Calendar.
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling regarding installation of : MyDiabby BEFORE YOU START: No request is needed, it is just optional. STEPS: Download the application from Google Drive and install it with Admin credentials. Link : https://drive.google.com/drive/folders/1wlMd2MxefBqq0BkN96gq_K3qUXYEkr1Y LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Situation: Installation / Deployment Configuration item: PC hostname Resolution Notes: Assisted the user to install the medical application : MyDiabby TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, bhc, bts, care, com, corp, eddine, english, health, health care, hhc, medical, mydiabby, sayari@eu, software
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KB0049492
Intelligent Hub - enrollment flowchart
English
eddine.sayari@eu.corp.airliquide.com
39
Eddine SAYARI-SC
OKTA / Mobile Enrollment
Published
2025-05-15 10:05:40
6
GIO Service Desk
NaN
#########
4.00
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
0
2024-04-25 13:57:02
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: Flowchart used internally about the intelligent HUB enrollment process.
COUNTRY/REGION:AMERICAS / EUROPE ENTITY:ALL SYMPTOMS: User submitted the "Manage an Office Telephony profile" request for softphone profile creation via My IT Corner. BEFORE YOU START: In this request, user will provide the Service Desk with the following information: Site of attachmentRequested for " The name of the person who needs the Webex account), his manager, phone number, email, location and entityType of order: he will select " create a softphone profile"Air Liquide Cost Center or GL Code( For U.S): if the Air Liquide Cost center is not available in CARM, he will ask his financial controllerThe calling plan he wantsSpecific number ( if he/she wants a specific one)In comment/further information " if there is any information he wants to add to his request) STEPS: 1. Open the related RITM/CATTASK ticket in the Unassigned queue or via user`s ticket history 2. Open the task and go to Item variables In these variables, you will find all the information you will need to create the softphone profile. You have to check : The locationThe name and the address mail of the customer who needs the accounttype of order ( it should be Create a softphone profile)The calling plan: Domestic 3 hours ( by default ) Specific number ( Optional) :If the customer wants a specific number, he should indicate it in the request. In this case no specific number is requested.Check if the customer adds something about his request 3. Go to Webex control Hub: Webex Control Hub To sign in , you will need to enter your email address; and click on "Sign in 4. Once you are signed in, you will see the Webex Control Hub Overview. Then, go to Users Check if there is any account with the customer`s email address: CASE 1: When you search with the users email address, you find that the user has already an active Webex account with the same information provided in the request (see an example in the screenshot below): 1. Go to calling and take the users webex number: 2. Inform the customer that he already has a webex account with the number XXXXXXXXXXXX,+496216507114 for example if we take the user we have in this screenshot. 3. Cancel the CATTASK CASE 2: when you search with the users email address, you find that the users account is not verified 1. In this case, click on action ? resend invitation: 2. Inform the user that he will receive an activation email to activate his webex account 3. "Closed complete" the CATTASK CASE 3: When you search with the users email address, you dont find any Webex account associated ? You create a new account for him. 1. Go to "Manage users" 2. Choose "Manually add users: 3. In basic information, choose Names and email address and complete them with First name, last name and the email address of the customer. and then click on the + button and then Next: 4. Click on Next: 5. Click "Add Users" 6. You will see that the users account has been created. Then, Click "Finish" Do not tick the "Send activation emails..." at this stage. 7. Go back to users and search with the email address of the customer and then click on the account to modify its parameters: 8. You have to change the Preferred Email Language if its not the good one by default (based on user`s preferred language set in MMS) and go to Licenses ? Edit licenses: 9. Click "Edit Licenses" 10. Remove Basic messaging: 11. Click "Calling" and select Webex calling. Afterwards, click "Save" 12. You will be redirected to provide: - The location: search with site ID ( for example: UK045). In this file you can find further information about the German sites. - The phone number if the user did not request a specific number to assign to his account, choose a number from the list of available numbers. Preferably, do not use numbers that end with 0000.If the user wants a specific number and this number is available in the list, choose it.If the user wants a specific number and this number is not available, inform him that the number he wants is not available. a) If he accepts that you assign another number to him, choose another number. b) If he does not accept to have another number, inform him to use Various Office Telephony needs request and cancel the request - The extension (The last 4 digits of the phone number) After, click "Save" 13. Click "Close" 14. To get the number assigned to the customer account, go to customers Webex account and calling 15. To send the activation email to the customer, go to action and click on resend invitation: 16. (optional) If you find in the request that the user wants another calling plan than the default one, follow KB0034574 (Change the calling plan section) 17. Once the line is working, close the request, go back to the task in MMS: change the state from open to: closed completeassign the task to youadd a closure information: Example: Webex account created, Monas number is : +441216190036. An activation email has been sent to her. NOTE: In case the CATTASK needs to be pended due to any reason, put the state of the request to "Planned with user". LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Manage an Office Telephony profile Request details: Please indicate the site of attachmentrequested for:phone number Resolution Notes: Webex account created, the number is : +000000000000. An activation email has been sent to the user.In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - ITSMaaS Category: Application Subcategory: Support / AssistanceConfiguration Item: MyITCorner - PROD Resolution Notes: Manage an Office Telephony profile request submitted. TICKET TYPE: Request ARTICLE TYPE: Process TEAM: L1, L1.5
BTS - Medical application - Port COM not recognized
English
eddine.sayari@eu.corp.airliquide.com
135
Jerome BACHELERIE
Uncategorized
Published
2025-09-30 9:04:45
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
24
2025-09-30 9:03:56
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:SPAIN, PORTUGAL, ITALY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is unable to select the port COM for the usage of the medical application. eg: ResScan, Tandem device, Nvision, Vstat, Nellcor and etc. POSSIBLE CAUSES: Drivers for the USB Serial converter device are missing. BEFORE YOU START: Check and make sure the device type and manufacturer before downloading the driver. Drivers available are : Virtual COM port (VCP) - VCP Drivers FTDI devices - D2XX Direct Drivers FTDI Chip USB3.0 SuperSpeed devices. - D3XX Direct Drivers STEPS: 1. Open devmgmt.msc as Admin. 2. Locate the device that needs the driver then Click > Properties Check device type and manufacturer. 3. Go to https://ftdichip.com/wp-content/uploads/2025/03/CDM2123620_Setup.zip download it. 4. Extract the file and install it. 5. Check in devmgmt.msc if the port COM is not appearing. 6. Ask the user to test the medical application. In case these drivers do not work please check in the manufacture website for the correct drivers. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling regarding installation of : Liberview BEFORE YOU START: No request is needed, it is just optional. STEPS: Download the application from Google Drive and install it with Admin credentials. Link : https://drive.google.com/file/d/1p3RNTCPZEm7b1RsjxOGwkQQwWMT7bA5Q/view?usp=sharing LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Installation / Deployment Configuration item: PC hostname Resolution Notes: Assisted the user to install the medical application : Liberview TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, bhc, bts, care, com, corp, eddine, english, health, health care, hhc, liberview, medical, sayari@eu, software
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KB0050629
Introducing adaptive audio in Meet
English
eddine.sayari@eu.corp.airliquide.com
50
Eugenie DUCREUX-SC
Uncategorized
Published
2025-07-29 16:02:53
25
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2024-08-20 12:01:56
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NaN
GIO-EUS-GOPS-DWP-L2
Google is told by customers that finding a video conferencing room to join a meeting is often difficult. With “adaptive audio,” we can join Google Meet using multiple laptops in close proximity without echos and audio feedback experience. This is a great benefit for the time when all meeting rooms are busy. ?? Adaptive audio in Meet will automatically detect the presence of multiple laptops in the room and synchronize the microphones and speakers for a seamless audio experience. This allows us to create ad-hoc meeting spaces anywhere with just their laptops where everyone can be heard clearly, without the inconvenience of crowding around a single laptop. The microphone and speakers of each participant are used to ensure everyone can hear and be heard well. When multiple participants are joining a meeting from the same room, “adaptive audio” is automatically activated. Google Meet notes audio is merged and participants are grouped together in the people panel. This feature will be ON by default and can be turned off by the user by going to Settings and by unchecking the “Adaptive audio” in the “Audio” category.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: ONE user unable to print with XEROX Printer BEFORE YOU START: Please check that user laptop is well connected to the AL Corporate WIFI.?Please check that user laptop is not connected to the VPN.? STEPS: 1.1 Stop and restart Printer spooler (KB0018165): 1.1.A) Open CMD.exe as admin > write: "Net stop spooler" and press enter > write "net start spooler" and press enter. or: 1.1.B) Go to start Menu > Search: Services > Run as admin Stop and restart "Printer spooler" 1.2 Delete pending print jobs from printer queue: 1. Open Printers & Scanners 2. Select the effected printer and select 'Open queue' 3. Right click and delete outstanding prints 1.3 A. Reinstall printer via XWC or DIRECTPRINT PORTAL 1.3 B. ONLY for BIS Home Healthcare Users map FROM WINDOWS EXPLORER 1. Open This Pc on the user's pc 2. Search for the printer on the Network Tab 3. Click "Install" 1.3 C .If user prints without using the printing tag the Xerox printer can be installed using its IP address. Follow KB0043511 If issue persists, please follow KB0056165 incident should be assigned to L1.5 after printing the configuration page report from the impacted printer. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : MPS - XeroxModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Printer name Category: Devices Subcategory: Printers Resolution Notes: Printer working normally after the procedures.
able, address, airliquide, cannot print, com, corp, eddine, english, install, install printer with ip address, ip, not, not able to print, olivier, pejoine-sc, print, printer, printing, printing issue, sayari@eu, spooler, unable, xerox
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling regarding installation of : Prisma TS BEFORE YOU START: No request is needed, it is just optional. STEPS: Download the application from Google Drive and install it with Admin credentials. Link : https://drive.google.com/drive/folders/1cTlK-MivCpP2abPG8be9UMvYcc60NzH1 LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Installation / Deployment Resolution Notes: Assisted the user to install the medical application : Prisma TS TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, bhc, care, com, corp, eddine, english, health, health care, hhc, medical, prisma, prisma ts, sayari@eu, software, ts
NaN
KB0055990
Google Chrome- restarting every 5 minutes
English
eddine.sayari@eu.corp.airliquide.com
10
NaN
Uncategorized
Published
2025-05-28 11:30:24
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
1
2025-05-28 11:30:07
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User reports that Google Chrome is restarting automatically every 5 minutes. STEPS: 1.gpupdate /force in cmd as admin 2.create new google chome profile as per KB094848 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Hostname Category: Application Subcategory: Bug/Defect Resolution Notes: Gpupdate /force and creation of new profile solved the Google Chrome issue. ARTICLE TYPE: FCR TEAM: L1
Loop - Request and manage your roles You can now request and manage your Loop roles directly in CARM. Below list of roles you can request : User (default role) Incident backlog viewer : To visualize the backlog of facility incidents logged on the site Incident backlog manager : To modify, assign and manage all facility incidents logged on the site Collaborators presence : To have access to the list of people registered on the site Visitors presence : To have access to the list of visitors registered on the site Corpoworking : To manage (accept or reject) corpoworking requests on the site Note : Requests are subject to validation from the admin of the Loop site. Prerequisites (if needed) Have access to CARM Step 1 Log in to CARM Step 2 Go to My Access Step 3 Click on Loop. If Loop does not appears, click on the + button. Step 4 Select the roles you want to be assigned then click on Submit. A notification has been sent to the Admin of the site to approve or reject the request. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Configuration report is needed for sending the ticket to Printing team STEPS: Guide the user verbally to extract the configuration report from the impacted printer. or a video tutorial which you can share with the user : https://www.youtube.com/watch?v=UakHki5J7Tk After that the user extract the report , please ask him to scan it (or take a HD fully visible photo) and attach it to the ticket. Do not attach a blurry version , all details of the pages of the configuration report should be visible and readable for L1.5 and Printing resolver team. LOGGING CATEGORISATION: Request to be used : Printer assistance and configuration Resolution Notes: Assisted the user to print the configuration page from the impacted printer TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
able, address, airliquide, cannot print, com, configuration, configuration page, corp, eddine, english, how, install, install printer with ip address, ip, not, not able to print, page, print, printer, printing, printing issue, report, sayari@eu, spooler, xerox, xerox-
NaN
KB0054707
Google Meet - How to send video invitation
English
eddine.sayari@eu.corp.airliquide.com
42
NaN
Uncategorized
Published
2025-02-21 10:40:57
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
7
2025-02-21 10:38:51
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User would like to start a Google meet with another user. BEFORE YOU START: This is a new feature of google chat in 2025 Inform the user that it is not possible to revoke design and fundamental changes implemented by Google. STEPS: The video meeting link changed position from the task bar of the user's chat , to a new location , on the top right of the individual/group conversation of the user. Demonstration : LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Kite/Google - assistance Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Situation: How-To/Question [Ad Hoc Request] Resolution Notes: Assisted the user to send Video Meeting invitation TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
airliquide, call, chat, com, corp, eddine, english, google, google chat, google meet, how, invitation, meet, sayari@eu, send, video
NaN
KB0049113
PDA SAT - Broken/Stolen device
English
eddine.sayari@eu.corp.airliquide.com
102
Jaime MARTIN LUENGO
Uncategorized
Published
2025-09-29 14:58:19
7
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
8
2025-03-27 9:52:11
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:*FRANCE* ENTITY:*BIS HOME HEALTHCARE* SYMPTOMS: FR HOME HEALTHCARE`s user is calling to report a broken or a lost device for SAT Only STEPS: Guide the user to fulfill and submit the following myITcorner request, include the request number in STARS. NB: If the device is not under warranty, this request cannot be applied and will be cancelled. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - My It Corner - Request Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Situation: Assistance using MyITcorner portal [Incident] Resolution Notes: Guided the user to submit request via myIT corner TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Update applications on mobile devices This article helps you to force installation of applications updates on mobile devices. Prerequisites - Have your mobile device enrolled to Intelligent Hub Android iOS How to update an Android app Open the Google Play Store app At the top right, tap the profile icon. Tap Manage apps & device. Apps with an update available are labeled "Update available." Tap Update. How to manually update apps on your iPhone or iPad Open the App Store. Tap your profile icon at the top of the screen. Scroll to see pending updates and release notes. Tap Update next to an app to update only that app, or tap Update All. Link to Android procedure Link to iOS procedure
1) Foreground 1.1) Why should you need a Digital Guard Access Because confidential secret information should never be managed as is on google tools You need to have access or collaborate on confidential secret information On an existing project or launch a new project and need to share some conf secret data You need to collaborate with third parties or partners on dedicated confidential projects Access request is now simplified and is done directly by the requester using CARM -> Access (no more BATK) 1.2) Roles avaiable Workspace Manage: responsible of a workspace where you can define as many projects as you are creating sub directories. For each project, for each files, you can define who can do what. Workspace member: As a simple user, you are granted access by the workspace manager to directories or files and relevant credentials (read only, edit….). The Digital Guard Access will still imply a licence for Virtru. 2) Process Sumary 3) What do I need to request? 4) Requesting a Digital Guard Workspace member access 4.1) First phase 1) Go to Carm > request new access > Digital Guard2) Select Workspace member role3) Give light details on type/category of confidential information you will have to deal with.4) Give the workspace administrator email (person in charge of the workspace where files will be stored). If you don’t know, you need to check list here5) Fill in justification6) Click on submit 4.2 ) After submited1) This request goes to DG support for processing2) Support send an invitation to follow eTraining and pass Quizz3) Once this is done request is validated4) Support send an invitation to log in cc Workspace administrator5) Workspace administrator must give relevant credentials 5) Requesting a Digital Guard Workspace administrator access 5.1) First phase 1) Go to Carm > request new access > Digital Guard2) Select Workspace administrator role3) Give light details on type/category of confidential information you will have to deal with.4) Fill in justification5) Click on submit 5.2) After submited1) This request goes first to DG support for validation 2) Once validated : Support send an invitation to follow eTraining and pass Quizz3) Once this is done request is validated4) User receives an invitation to log in DG and can manage his workspace and assign credentials to Workspace members 6) Requesting a Digital Guard Workspace member access for External people 1)The workspace manager emails to the Support (wwbis-ho-digital-guard@airliquide.com) with the following information : external people emails + Business Mobile phone number 2) No training step is needed. The Support team directly creates the contact in Digital Guard 3) Finally, the Support sends an “invitation to connect” email (copy workspace manager) to the user with connection details and the training (user guide) document in PDF format. 7) Transfer your Workspace to another person In case of changing position, there could be a need to transfer workspace from an administrator to another one. 1) The procedure is to send an email to Support (wwbis-ho-digital-guard@airliquide.com) requesting the transfer of your workspace to another person.2) If this person has no Digital guard access:Support will create a workspace administrator access for this person and then transfer the workspace to him/her. Please note that e-training and quiz must be done,3) If this person has already a Digital guard (member or administrator) access:The person will temporary loose his/her access and will then get a new workspace administrator access type where support will transfer workspace environment 8) How to request an access on behalf of The access can be requested directly by the future user but it can also be requested by someone else.In this case go to Carm and enter the name of the employee you need to request the access for.Then go to Access and follow the same process (as described in topic 6 and 7) 9) Links Digital Guard (SSO): https://digitalguard2.airliquide.com/auth/ws/airliquide/?service=share E-Training: https://docs.google.com/presentation/d/1ekhou3YPImoIBFtol_RMyJRWs39xlwCyJ3zyzWjV57o/edit Quizz to be done at the end of Training :https://docs.google.com/forms/d/e/1FAIpQLSdJz1LBex-vAuj-n7w4_qV_mQ8pcM3deOuLFBVoZyAiGGn5Vg/viewform?usp=sf_link Digital Guard Training Docs: #0, #1 , #2, #3, #4, #5 In case of problem, send an email to: wwbis-ho-digital-guard@airliquide.com Presentation: https://docs.google.com/presentation/d/1FOIcVxX3tN0w5GJquLEialPvIdMTUfD4FAC-Eg1WgJk/edit#slide=id.g255e1faf657_0_29 ____________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: Can not activate Fingerprint STEPS: 1.Open gpedit.msc as admin 2.Expand Computer Configuration > Administrative Templates > Windows Components > Biometrics and activate all policies. 3.Restart the PC , fingerprint will be activated. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Devices Subcategory: Operating System Configuration item: Hostname Resolution Notes: Activated Biometric in Group Policy settings, Fingerprint setting is enabled and can be setup. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
1) Update profile 1.1) Update your Time Zone, Date Format or Language On the concur page, select: Profile > System Settings You can change the system and regional settings (number, currently, date, time format) On the System Settings page, update the information, and click on save button. 1.2) Update your Personal Information On the concur page, select: Profile > Personal Information On the My Profile page, update the information, and click on save button. 1.3) Update your Expense profile 1.3.1) Add a Delegate On the concur page, select: Personal Information > Expense Settings > Expense delegates In the Search by employee name, email, address or logon id field, type the last name of the delegate you wish to add. Click the name of the delegate form the list Click add ??Important: The delegate can only perform the task you select A delegate needs to be an approver to approve reports You can see if other have added you as their delegate by clicking the Delegate for tab 1.3.2) Select Expense Preferences On the concur page, select: Personal Information > Expense Settings > Expense Preferences In the Send email when section, select the checkboxes that you need. In the Prompt section, select the checkboxes that you need. In the Display section, select checkboxes that you need. Click Save. 1.3.3) Review Expense approvers On the concur page, select: Personal Information > Expense Settings > Expense Approvers Review your Expense Approvers ??Important: Air Liquide doesn’t allow you to select your Approver, this information is integrated with CARM. If this information is not correct, it will be necessary to open a ticket. 1.4) Register a Personal Car On the concur page, select: Personal Information > Expense Settings > Personal Car Click New Car.. Type the car id and vehicle type. ??Important: A maximum of two cars is tolerated. 1.5) Add Favorite Attendees On the concur page, select: Personal Information > Expense settings > Add Favorite Attendees Click New Attendee. Select the Attendee Type from the list. Enter the Last Name of the attendee. Enter the First Name of the attendee. Enter the Attendee Title. Enter the attendee’s Company. Click Save. If you need to add more than one attendee, click Save & Add another. Your favorite attendees list is also updated based on attendees you add to your expense reports. __________________________________________________________________________________________________________________________________________________________________________________ 2) Create New Expense Report 2.1) Create a new report Click on Concur Logo, select: Expense > Manage Expenses > Create a New Expense Claim Complete all required fields (those with the red bar at the left edge of the field) and the optional fields as directed by your company. Click next. Don’t forget the next blue button on the bottom right. The expense report page appears 2.2) Add a Company Card Transaction Click on Concur Logo, select: Expense > Manage Expenses > Expense Report On the Expense Report page, from the Import menu, select the adequate expenses on the right. The Smart Expenses panel appears on the left. A Smart Expenses combines: cash expenses, corporate card data, and e-receipt data. In the Corporate Card Changes section, select each transaction that you want to assign to the current expense report. You can also add Corporate Card Changes to an expense report by dragging and dropping into the Expenses area for the page. The expense appears on the left side of the page, with all applicable icons, such as company card or exceptions. ??Important: Company card transactions are automatically imported into Expense for you – ready to be added to an expense report. Your company determines how frequently new card transactions appear. 2.3) Suppression of Credit Card transactions Click on Concur Logo, select: Expense > Manage Expenses > Available Expenses Tick the box at the beginning of the line and click on the delete button. ??Important: If you receive a outstanding credit card transactions message, means that any transaction exceeding one month card are considered “outstanding” 2.4) Add an Out-of-Pocket Expense Click on Concur Logo, select: Expense > Manage Expenses > New Expense On the New Expense tab, select the appropriate expense type. Complete all required fields (those with the red bar at the left edge on the field) Click save. ??Important: For different types of expenses, such as hotel or car mileage, or for expenses incurred in a currency other than your reimbursement currency, refer to Using Special Features in this guide. For dynamic fields, such as City or Cost center, by default the search is on the records starting by the search string. To be able to expand the search to the records containing the search string, you should use a truncation sign. NB: both * and % are recognized as truncation signs Example : the search for “orly”, the city field will not return any results, but if the search if “*orly” then “Paris Orly Airport” is displayed correctly. _________________________________________________________________________________________________________________________________________________________ 3) Review the expense report 3.1) Review the Report Information Click on Concur logo, select: Expense > Manage Expenses > Expenses Report From the Details menu, select Report Header. Make the appropriate changes, and then click Save. If information is missing the system asks for them. 3.2) Review the Report Information: Click on Concur logo, select: Expense > Manage Expenses > Expenses Report On the Expense Report page, click Show Exceptions. The Exceptions page opens, which displays all exceptions for the expense report. Make the appropriate changes, and then click save. 3.3) Edit Multiple Expenses Click on Concur logo, select: Expense > Manage Expenses > Expenses In the Expenses area, select the checkbox for the expenses that you want to update. Select the action you would like to perform for the expenses. The multiple expense options appear. When you select more than one expense, you will have the ability to delete, allocate, or edit the expenses at the same time. ________________________________________________________________________________________________________________________________________________________ 4) Use Special Feature 4.1) Create a Meal Expense Click on Concur logo, select: Expense > Manage Expenses > New Expense Click New Expense tab Select the meal expense type Complete the required fields on the page as usual Click Itemize to save 4.2) Itemize a Meal Expense Click on Concur logo, select: Expense > Manage Expenses The tab Itemization Ventilation Repas, implies detailing the meal between the items without different VAT rate Personal Meal field: enter the amount of the expenses in restaurants Meals (food of restaurant): enter the amount of food expenses not occurring in restaurants. Meals (alcoholic): enter the amount of alcoholic beverage expenses not occurring in restaurants. Click Save Itemizations ??Important: Don’t tick the box personal expenses; it’’s only if theses expenses don’t concern your professional activity 4.3) Add attendees Click on Concur logo, select: Expense > Manage Expenses > New Expense Click New Expense. Select Entertainment, Business Meals, or Group Meals. Complete all required fields except the attendee information. Click Favorites. On the Favorites tab in the Search Attendees window, select the attendees for this expense, and then click Add to Expense. Click Save. 4.4) Convert Foreign Currency Transactions Click on Concur logo, select: Expense > Manage Expenses > New Expense Click New Expense. Complete all required fields as usual except Amount. In the Amount field, enter the foreign currency Amount. Select the “spend” currency from the list to the right of the Amount field. ??Important: Because the currency conversion rate is based on the Transaction Date, be sure to select the exact Transaction Date If you select a City that has a different currency, Expense automatically selects the spend currency for you. 4.5) Link a personal car to your profile On the concur page, select: Profile > Personal Information > Personal Car Click the new button to add a new car in your profile. Initial Distance field: enter the total amount of kilometers already reimburse in the previous system Vehicle ID: License plate. In the dropdown list, pick the appropriate type or horsepower. 4.6) Work with Mileage Click on Concur logo, select: Expense > Manage Expenses > New Expense Click New Expense. Select Mileage. Transaction Date field: type date or use calendar. From Location field: starting location of your trip. To Location field: ending location of your trip. Click the Mileage Calculator. Mileage Calculator: Determine mileage between locations. Click Add Mileage to Expense Click Save. 4.7) Copy an Expense Click on Concur logo, select: Expense > Manage Expenses On the Expense Report page, select the checkbox next to the expense you wish to copy. Click copy. __________________________________________________________________________________________________________________________________________________________________________________ 5) Review and Approve Expense Reports (Manager) 5.1) Review and approve All reports awaiting your review and approval appear in the Approval Queue section of My Concur. Click the report name to open the report. When ready to approve, click Approve. 5.2) Review and Approve an Expense Report All reports awaiting your review and approval appear in the Approval Queue section of My Concur. Click the report name to open the report. Click Send Back to Employee. Enter a comment for the employee. Click OK. _________________________________________________________________________________________________________________________________________________________ This procedure is global, that will explain how to create a report, how to delegate a report and much more Please note that this procedure will be updated shortly, with the implementation of the new version Click here to access the procedure and here to know how to select another approver
Discover the mute/unmute option in Google Chat to assist you in prioritizing and managing your messages. This is the latest feature within the recently announced enhanced Chat experience that helps us increase concentration, eliminate distractions and ultimately focus on the most important conversations. Muted conversations will not send push notifications, will not appear in home, and will also be visually deprioritized by being moved to the bottom of each conversation section.Notification badges will still apply to muted conversations when there are new @ mentions for you or everyone in the conversation. ?? This update is particularly useful for those who feel overwhelmed by a high number, highly active conversations as they now have an option to tune out the extra noise, protect their time for focus time and focus. How to do? To mute a notification: Click on the three dot menu in the left hand panel of any conversation Select mute option Alternatively open the notification setting of any conversation and check the mute option To unmute a conversation: Click on the three dot menu in the left hand panel of any conversation Select unmute option Alternatively open the notification setting of any conversation and uncheck the mute option
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Error: "Enrollment Blocked" during Workspace ONE enrollment BEFORE YOU START: 1. Ask the user to let you know EVERY DETAIL that appears on the device screen to prevent issues with the setup 2. Obtain model and version of the OS (Android, iOS, etc) If the user doesnt know how to find the OS version, guide the user: Android: Settings > AboutiPhone: Settings > General > About (or Information) 3. Check the prerequisites for enrollment Android: KB0044843iPhone: KB0044846 STEPS: If the user tried to make the enrollment for the device and then shows that is blocked we need to follow these steps: NOTE: You can't manage or reset a device PIN or PASSCODE through Airwatch when you have a Work Profile in Mixed-Use. Verify in CARM and Airwatch that one of the following, MIXED USAGE or Business Only, depending on the user's request is reflected in bothUser needs to verify with their manager or CARM approver for pending request (we need to check what is the access mixed or business, also verify on Airwatch that shows the same ) if a previous request is pending on users CARM: assigned to CARM-L2 to verify the account and check if the access/request needs to be removed from CARM so the user can request again.If CARM is not able to make the process, then assign to Workspace ONE-L3 to verify the situation about the enrollment and the security group If CARM matches AirWatch you will not see a Blocked Enrollment. The only other time you will see a Blocked Enrollment is when a device is registered to another user or organization (= reusing device or enrollment human error). In this case follow KB0044848. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Application Subcategory: Availability and Performance Issues Assignment group: GIO-SEC-CARM-L2 or GIO-EUS-GOPS-WORKSPACEONE-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
AppStream - How to request for access In this article you will learn about how to submit a request for access to the AppStream application. Step 1 Login to CARM by automatic connection Step 2 Click ‘Request New Access’ in your CARM profile Step 3 Once the ‘Access’ tab is opened, click at the ‘+’ sign to open the request catalog Step 4 Look for ‘GIO-EUS-AppStream’ Step 5 Choose the role according to your site and provide some justification to the request and click ‘Submit’ Step 6 Once submitted, you will receive an email on your request whether it is approved or not. Step 7 Once approved, you will be able to access AppStream via the URL below using your Windows username and password. Appstream URL for each country: Please use the below URL based on the access you requested. Site Image/Stack Name Australia HC Appstream Australia Indonesia Appstream Indonesia New Zealand (AU NZ) Appstream NewZealand Malaysia Appstream Malaysia Philippines Appstream Philippines Singapore Appstream Singapore Developer Appstream 144970827735 Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
How do you add a new user in Telavox? Admins can do this via the admin portal. Here are the steps to add a new user: Go to the tab Users. Click New user (in the upper left corner). Fill in the name, e-mail address & Department. Email is optional and can be added later on through Account and login. With an onboarding mail, the user can set their own password. Choose a User licence.Free = Users who can take calls from the PBX to their private mobile numbersFixed = Users who have their own landline number and can make outgoing calls (through softphone/mobile app), as well as choose which number that should show up when making an outgoing call (a private mobile number can also be connected to the user). Mobile = Users who have both a landline and a mobile number with a SIM card from Telavox. Mobile users can use mobile data, as well as a dual SIM as an additional service. Choose Telephone numbers. Purchase a number = Select a new number from Telavox's number bank. Choose an existing number = Select a number which is already owned by NordicInfu Care, or has been used before. Choose Additional services (Flatrate Calls to EU is free and should always be checked. 5GBs is also our standard for new users). Then you just have to Check and confirm the order! When a mobile user is created, an order for a SIM card is automatically placed to be sent to the countries standard delivery address.Do we already have a SIM card which is not in use?You can activate the SIM card through SIM card and hardware.When you activate a SIM card manually, it stops the automatic order. In case you get stuck or have further questions, contact Telavox!
add, add telavox user, admin, airliquide, com, corp, delort, elliot, emmanuel, english, how, how to add a new user, how to add a new user in telavox, how to setup new user, how to setup new user in telavox, how to setup new user telavox, jareman@eu, new, new user in telavox, new user telavox, setup, telavox, telavox admin, telavox help, telavox setup, telavox user, telavox user setup
NaN
KB0018956
Devices & Telephony/Cell Phone - How to switch from 4G to 3G on iPhone if having network problems
English
elliot.jareman@eu.corp.airliquide.com
2
Stefan HJELM
Network / Connectivity
Published
2025-07-29 19:32:19
14
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
3
2020-11-02 14:55:23
#########
NaN
GIO-EUS-SD-EUROPE-L1
How to switch from 4G to 3G on iPhone if having network problems If you are having network problems on your iPhone, this guide could help you get a more stable connection. Start with taping the Settings app: Followed by “Mobile networks”: Then “Mobile data options”: And then “Voice and data”: And lastly tap the “3G” option here: This should make your connection more stable. Check if this is the cause for bad connection. Otherwise please try the second option below. - If the previous steps in the guide did not fix the problem, please try these follow-up steps: Open the Settings app again and go to “General”: Followed by “Reset”: And then “Reset network”. O.B.S. it is very important that you do not press any of the other options here as they could reset your entire phone. So please take caution. This option will also reset your entire Wi-Fi list, so you will have to logon your Wi-Fi network again:
3g, 4g, airliquide, bad, bad connection, cell, com, connection, corp, devices, elliot, english, having, hjelm, how, how to switch from 4g to 3g on iphone if having network problems, if, iphone, jareman@eu, network, network problems, nic, phone, problems, stefan, switch, telavox, telephony, volte, wifi
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KB0015314
DOPAL - How to Access Iron Mountain
English
elzbieta.vig@eu.corp.airliquide.com
54
Patrick SCHNEIDER
Uncategorized
Published
2025-09-29 14:32:16
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
17
2025-08-20 11:22:35
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: User does not know from where to connect to Iron Mountain. BEFORE YOU START: For account creation, please guide user according to KB0013440. STEPS: Guide user to access through the correct link: https://www3.digitalrecordcenter-cm.ca/share1/page?customer=airliquide.com If the issue persists, assign the ticket to FR-ALSF-FULLWEB ESP-L2. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Support / Assistance Assignment group (if not L1): FR-ALSF-FULLWEB ESP-L2 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, com, corp, dopal, elzbieta, english, how, how to, iron, iron mountain, issue, link, mountain, patrick, schneider, url, vig@eu
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KB0025716
RPS Tool/KDPrevent - access request
English
elzbieta.vig@eu.corp.airliquide.com
84
Anthony DURAND
Uncategorized
Published
2025-09-29 14:33:41
6
GIO Service Desk
NaN
#########
NaN
BCF - RPS
NaN
NaN
NaN
18
2025-07-18 14:30:31
#########
NaN
BCF-FINANCE
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she wants to request access to the RPS Tool / KDPrevent tool. STEPS: The user must fill out and submit the following Google form: RPS Tool Access Request LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: BCF - RPS Category: Application Subcategory : Access / Rights Resolution Notes: MyITCorner Assistance request has been submitted.
M2M devices cannot access corporate applications, or MDM solution
English
elzbieta.vig@eu.corp.airliquide.com
37
Zhi Da LOH
Uncategorized
Published
2025-07-29 18:13:07
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
19
2025-07-25 14:18:42
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
M2M is a mobile device connecting to wireless 3G/4G mobile network, AL applications used depends on the requirements per country. SYMPTOMS: While using the mobile devices, applications installed for tracking, login and others are not working or unresponsive page. STEPS: 1.Verify if the unit is getting any signal from the nearest cell site tower. (This may vary based on the geographical location of the user whereby telecom coverage might be limited) 2.Check and make sure that the SIM card is detected in the M2M device. 3. If both steps 1 and 2 are fine, contact the service provided if there are any maintenance going on or termination of the service. (click the link or access the URL for the service provider's email and contact details.) LSP CONTACT INFORMATION https://docs.google.com/spreadsheets/d/1hg-IRjfP-7HGemFC3lJ-uqpn2fokSJOI-Y-l-GxFSbU/edit?usp=sharing LOGGING CATEGORISATION: Business service: GIO - NET - Site Connectivity Configuration item: (if applicable) Category: Devices Subcategory: Connectivity Service Subscription: GIO - NET - SC - Bronze offering Short description: M2M devices cannot access corporate application/s. Assignment group: GIO-NET-SUPPORT APAC Location: Reported affected site. Description: How many users are affected?Can user/s mobile device receive any signal from cell site tower?Can user/s mobile device detect the sim card?What is the status upon checking with the local service provider?Are all applications not working? if not, please specify.Attach ping and trace result to the destination application IP.
Google Drive - Restore deleted file that is not in trash anymore
English
elzbieta.vig@eu.corp.airliquide.com
242
Olivier PIRZ
Uncategorized
Published
2025-07-30 6:11:53
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
115
2025-07-11 14:51:08
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls because he does not find one or more documents in his Google Shared Drive. POSSIBLE CAUSES: The document or file has been deleted by mistake. BEFORE YOU START: Always double check with user for the name of the folder or file, date of missing and that is lost in Google shared drive and not in a Shared drive ! STEPS: User can request the restoration of files deleted from Drive's Trash on My It Corner: End User Catalogue > Digital Workplace > Google Drive > Restore my deleted documents (Not in Google Drive trash anymore - last 20 days recovery) User needs to provide a date range to restore data from up to 20 days. All files within the date range will be restored. *Note: If you have provided others with access to any restored item, you have to re-enable the access, because the access rights cannot be restore. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog item Explanation: restoration of files deleted from Drive's Trash In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITcorner Assistance request submitted.
COUNTRY/REGION:Europe ENTITY:All (except E&C) SYMPTOMS: Concur Travel approver BEFORE YOU START: Travelers must request travel approval from their manager before logging on to Concur and once the request is approved, they can book their tickets in Concur. The booking is self-approved if it is in line with the travel policy. Since the restrictions imposed by the group since the Covid crisis, all travel is considered outside the travel policy and each trip is subject to approval by the branch managers. At present, the restrictions are valid until 1 July 2021, travelers can consult le site sécurité du groupe for more information. STEPS: 1. Non-travel policy requests should be sent to the people on this list and the procedure for finding them in Concur and therefore finalizing the travel is here.It is important to ensure that the person to whom the approval is sent is able to validate it, as it is impossible to transfer it to someone else. 2. If user can't see the approver's name in the request - SOLUTION: put * in the field, the names appear, select an approver and submit the request If there is a problem with a travel file, travelers must contact AMEX. https://docs.google.com/spreadsheets/d/15EWOgIb87bSwiRLiyVp0Y36XCcpM0Hyr65iD3EYSzwk/edit The agency's number can be found on the homepage, it may be necessary to click on Read more to access the number. 3. In case user need the travel to be arranged by a Travel arranger, he should delegate to that person another role : Request delegates. To finalize the trips in Request, the Travel Arrangers need to be assigned as Request delegates in the travelers profiles. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related line Explanation: Guidance to Amex support In case of blank ESS Incident submitted by the user: Business service: Travel expense management Configuration item: CONCUR TRAVEL (OBT) - PPRD Category: Application Subcategory: Support / Assistance Resolution Notes: We informed the user about the Travel approver process.
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User cannot print from SAP CHORUS. STEPS: Test if printing is working from Windows: 1. If tested from windows is KO - please follow the relevant printing issue KB. 2. If printing from Windows is OK collect the following information: - Environment: - Printer name : - How many users were affected: - Tested from Windows - OK / KO - User SAP ID: - Spool file number: - Reproduce the issue and provide the step by step screenshot - Try to log in to sap from another pc and print from there (to see if problem with pc or printer or profile OK/KO After collecting the above information assign the incident to GIO-CS-EUR-OXYA-L1 3. In case printing from Windows and Chorus is OK but the content of the printed document is incorrect, please follow KB0014733 LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Configuration item: SAP CHORUS - PROD Category: Application Subcategory: Printing issue Assignment group (if not L1): GIO-CS-EUR-OXYA-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
SAMBA - Create, Modify or Delete access to shared folder
English
elzbieta.vig@eu.corp.airliquide.com
23
Changhou LOW-SC
Uncategorized
Published
2025-07-30 11:08:47
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
12
2025-05-23 8:50:08
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: User calls that he/she needs to request access, or to modify access or to close access into SAMBA shared folder. STEPS: GIO Request that does not cross via My IT Corner. *NOTE Request need to be created in the system via the IT Approval or Budget Approval that have the rights to user GIO services. Please send to user the following link to communicate with IT Approval or Budget Approval. https://airliquide.service-now.com/nav_to.do?uri=/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3Dd5ba033c4f3592003d9524fe0310c7cd%26sysparm_link_parent%3Da4dfaeab4f062f009864ca1f0310c701%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dtext_search 1. Go to GIO Services>Business Apps Foundations>Hybrid Cloud >IaaS VM>Create, Modify or Delete a SAMBA share LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related line or CARMExplanation: Guidance to MyITCorner or CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution notes: SD will guide user to apply the access TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Computer stops only when the battery stops. He can see the message "shutdown in progress" but the computer does not shut down. PC stops only when the battery stops.He does not use a docking station. POSSIBLE CAUSES: App running in the background. BEFORE YOU START: Stop DellMgmAgent in Services (as admin) and pause Bitlocker before launching BIOS update. STEPS: Run Diagnostic Delete the content of %TEMP% Run software update tool, sfc /scannow and gpupdate if possible. If not, run them after BIOS update. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname of the PC Category: Devices Subcategory: Operating System
airliquide, arret, arret en cours, arrêt en cours, battery, com, computer, corp, cours, down, elzbieta, en, english, gerhards, hardware, maik, only, pc, pc remains stuck on shutdown process, pc stops only when the battery stops, process, remains, shutdown, shutting, shutting down, stops, stuck, vig@eu, when
NaN
KB0049127
ALEHOS SAT Maas device - issue summary
English
elzbieta.vig@eu.corp.airliquide.com
16
Jaime MARTIN LUENGO
Uncategorized
Published
2025-10-07 11:15:58
5
GIO Service Desk
NaN
#########
NaN
ALZ - Returnable Asset
NaN
NaN
NaN
3
2025-10-07 11:13:36
#########
NaN
ALZ-EU-GCS-Returnable Assets-L2
ALEHOS SAT Maas device - issue summary COUNTRY/REGION:EU ENTITY:HOMECARE SYMPTOMS: SAT devices support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) ALEHOS SAT handheld is a device used by SAT solution. The device used currently is Zebra TC52x For any Incident or request, please open an intake and use the CI HOMES - MOVEX - PROD For any Break and fix (called RMA (Return Merchandise Authorization) at Alizent) for a faulty device , please open an Ad Hoc using the CI HOMES - MOVEX - PROD and the information below. STEPS: Create an Intake ticket and check the request is well on a ALEHOS SAT devicesDocument as much information from the user regarding the concern; Who (1 user or several others or all of them)Where (one site or several or all)When (date/hour)What actions lead to the issue (name of the screens, buttons used when operating)Is there any known conditions/operations (i.e. ongoing works on network)?Full error message if displayed one or several clear full-screen pictures If the intake is an INC, Assess the priority using below matrix: (can they work anyway ? Is there a degraded mode/ known workaround at their end ?)Assign the ticket to the hub ALZ support group (ALZ-EU-GCS-Returnable Asset L2) LOGGING CATEGORISATION: Business service: ALZ - Returnable Asset Configuration item: HOMES - MOVEX - PROD Category: Devices Subcategory: accordingly Assignment group (if not L1): ALZ-EU-GCS-Returnable Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to report ZSMOPL account issues. BEFORE YOU START: ZSMOPL is an interface between iAladain/CDN and Pharma governmental authorities. STEPS: Create an incident, and assign it to L1.5. They will route it to the local SD, PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Category: Application Subcategory: Account and Password Assignment group: L1.5 --> PL-AL POLAND-ONSITE-L2
CMMS - cannot access CMMS via citrix and had the access before
English
elzbieta.vig@eu.corp.airliquide.com
24
Hassen HOUAIDI
Uncategorized
Published
2025-08-08 11:49:09
5
GIO Service Desk
NaN
#########
NaN
BAMEI-South Africa-Local Business Applications
NaN
NaN
NaN
0
2025-08-08 11:47:22
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User calling unable to access CMMS via citrix and had the access before BEFORE YOU START: If user did not have the access before and need to request access follow KB0020554 . STEPS: If he had access before: Make sure Citrix is reachable and pingable. If it is a Citrix issue assign an incident to: South Africa Cluster (GIO-EUS-FS-SOUTHAFRICA-L2), North Africa Cluster (BAMEI-TUNISIA-L2, BAMEI-MOROCCO-L2). LOGGING CATEGORISATION: Business service: BAMEI-South Africa-Local Business Applications / BAMEI-Tunisia-Local Business Applications Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): Based on location:South Africa Cluster:GIO-EUS-FS-SOUTHAFRICA-L2North Africa Cluster:BAMEI-TUNISIA-L2BAMEI-MOROCCO-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Chrome Browser is updating to version 86 The changes will become available starting on November 6th. STEPS: Detailed impacts: 1. Secure web pages that do not download files from secure servers may create a warning or block the file. In Chrome 86 archives files (.ZIP, .ISO, etc) will be blocked, and document files (.PDF, .DOCX, etc) will create a warning. Websites that warn or block downloads should be reported to the Service Desk. 2. Chrome will display a warning tip if a lookalike website URL is used. Lookalike website URLs use similar looking text to trick people into visiting a different website. These websites often host malware or phishing attempts. 3. Secure web pages that use insecure forms will display a warning message. Websites that warn or block insecure forms should be reported to the Service Desk. 4. Changes have been made to reduce the level of information sent to websites when requesting a webpage. Websites that abuse this information for tracking may work differently or generate an error. 5. The address bar may show only the domain name of a website to help clearly identify where you are connecting to. The full webpage URL can still be seen by clicking on the address bar. 6. The update notification now displays more information when a browser update can be installed, instead of using only an icon. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Chrome browser was updated.
86, airliquide, chrome, chrome update, chrome upgrade, chrome version 86, chrystele, com, corp, device, elzbieta, english, gueffier, hardware, software, update, updating, upgrade, version, version 86, vig@eu, windows
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KB0049137
Webex - vocal issue (Migrated site)
English
elzbieta.vig@eu.corp.airliquide.com
200
Francois RENAULT
Uncategorized
Published
2025-08-19 11:02:29
6
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
61
2025-05-19 8:42:20
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User calling experiencing issues with Webex calling (VocAL ) in a migrated site BEFORE YOU START: How to check if the site was migrated or not yet : List of migrated sites If the site is not migrated , follow this KB0049138 STEPS: Information to be checked for Webex calling issues : in case the users do not find the email with their credentials, you can help them to find it by checking the sending email address which should be webex_comm@webex.comin order to determine if a user should have a hard phone or a softphone, you can check the "User Provisioning Template " tab, column G "User type". The users are supposed to be aware of this, as the choice has been made by local contacts but it may be useful if somebody forgot this and is expecting a hard phone that will not be deployed ( for DE169&DE101 ) General Mandatory Information : -User name-Email address and phone number registered with the user account-Site ID Cloud Voice -Incident Form : Were you working from home or onsite?Were you connected to the VPN (Ivanti)?Could you please provide me with the following information : Calling numberCalled NumberDate/time of Call How many times has this issue happened to you?When did it start?Description About the problem LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Configuration item: Webex Calling - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group: GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to run gpupdate /force in CMD, but there is "The processing of Group Policy failed." error as below: BEFORE YOU START: User needs to have adm rights on the PC. STEPS: 1. Connect to user's PC, open CMD as admin with your credentials, run gpupdate /force again. 2. Run GPRESULT /H GPReport.html in CMD, add the result to the ticket. 3. Send the ticket to L1.5. They will forward it to the onsite. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Assignment group (if not L1): L1.5 --> onsite TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User calling facing issues with Loop. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Always check with Loop Local Admin if the end user may be missing an access for Loop, depending on the user's issue. Loop facility administrator contacts STEPS: Area Sub-area Incident description Incident resolution Description Assign to First-Launch Web User can't login to Loop - Check if user have an airliquide account (Kite)- Check if user has accepted Loop permissions- Clear cache & cookies- Log out / Log GIO-EUS-GOPS-CWS-LOOP-L3 First-Launch Mobile User can't login to Loop - Check if user have an airliquide account (Kite)- Check if user has accepted Loop permissions- Ensure mobile devices in enrolled to Intelligent Hub (Mixed Usage & Business only)- Clear cache & cookies- Log out / Log- Uninstall/Reinstall the application GIO-EUS-GOPS-CWS-LOOP-L3 Administration Web Local admin is not authorized in Admin section - Check user permissions list here (Lock the file and refresh users in Loop) GIO-EUS-GOPS-CWS-LOOP-L3 First-Launch Web Site inaccessibleLabel on desk or meeting rooms are not displayed - Check availability of Loop (multiple users impacted?)- Verify internet connection- Reload Chrome browser (CTRL+R)- Clear cache & cookies GIO-EUS-GOPS-CWS-LOOP-L3 First-Launch Mobile Site not available or inaccessibleLabel on desk or meeting rooms are not displayed - Check availability of Loop (multiple users impacted?)- Verify internet connection- Clear cache- Uninstall/Reinstall the application GIO-EUS-GOPS-CWS-LOOP-L3 Maps Mobile Scan a QR code not able to go to the selected desk. Stop at the mainmap. - Check availability of Loop (multiple users impacted?)- Clear cache- Uninstall/Reinstall the application GIO-EUS-GOPS-CWS-LOOP-L3 Maps Mobile Loading the map crash the application - Check availability of Loop (multiple users impacted?)- Clear cache- Uninstall/Reinstall the application GIO-EUS-GOPS-CWS-LOOP-L3 First-Launch Mobile (iOS) Error 403 Authentication error - Ensure Chrome is the default browser and try to login again (Safari is not supported by Loop) GIO-EUS-GOPS-CWS-LOOP-L3 Users Web Users not available nor not assigned to a desk - Ensure the file is locked and refreshed in Loop- Verify users appears in the Users file - Verify users file is not broken (very sensitive!!!)- No fixed value must be entered below the black line in the users file- Ensure the file is shared with novaapps-service-account@al-bco-novaapp.iam.gserviceaccount.com and novatest@nova-server-172012.iam.gserviceaccount.com GIO-EUS-GOPS-CWS-LOOP-L3 Users Web Users can't access to visitor's management - Ensure the file is locked and refreshed in Loop- Ensure the user is not assigned to another site GIO-EUS-GOPS-CWS-LOOP-L3 Meeting rooms Web Meeting room not available in Loop - Ensure the file is locked and refreshed in Loop- Check meeting rooms appears in the Rooms file- Ensure the file is shared with novaapps-service-account@al-bco-novaapp.iam.gserviceaccount.com and novatest@nova-server-172012.iam.gserviceaccount.com- Check if the meeting room is created in Google Calendar GIO-EUS-GOPS-CWS-LOOP-L3 News Web Currents news not updated - Ensure the file is locked and refreshed in Loop- Check currents news appears in the News file- Script need to be triggered by local admin of the site- Check if Currents community are listed in the News script (If it concerns some communities)- Ensure the file is shared with novaapps-service-account@al-bco-novaapp.iam.gserviceaccount.com and novatest@nova-server-172012.iam.gserviceaccount.com GIO-EUS-GOPS-CWS-LOOP-L3 On-site employees Web User don't appears as on-site employees - Ensure the user click on "I'm on site" button- Ensure the user has been added in the employees config files- Refresh users list in Loop admin section GIO-EUS-GOPS-CWS-LOOP-L3 Sensors CSM User book a desk but Sensor don't turn red - Check Sensor availability in CSM- Check Sensor battery in CSM- Check antenna range GIO-EUS-GOPS-CWS-LOOP-L3 Sensors CSM Sensor down - Check Sensor availability in CSM- Check Sensor battery in CSM- Check antenna range GIO-EUS-GOPS-CWS-LOOP-L3
English
elzbieta.vig@eu.corp.airliquide.com
35
Olivier PIRZ
Uncategorized
Published
2025-07-30 6:11:03
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
8
2025-05-23 10:36:20
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls because they can found some emails only in "All Emails" instead of "Inbox" BEFORE YOU START: Please check if the affected emails are only in All Emails, not considered as spam, promotions etc. STEPS: Delete browsing history. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution notes: Deleted cookies and browsing history. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Digital Back Bone (DBB) - Unassign device from patient in DBB
English
elzbieta.vig@eu.corp.airliquide.com
27
Rui CORREIA-SC
Uncategorized
Published
2025-09-29 14:34:49
6
GIO Service Desk
NaN
#########
NaN
HCDIT-Activation of telemonitoring of the patient-Assignment-DBB
NaN
NaN
NaN
12
2025-08-20 11:06:04
#########
NaN
HCDIT - Therapy- L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to have a device unassigned from a patient in DBB STEPS: Assign ticket to HCDIT - SAP Chorus - L2 LOGGING CATEGORISATION: Business service: HCDIT-Digital Back Bone Configuration item: Digital Back Bone - EU - Prod Category: Application Subcategory: Support / Assistance Assignment group (if not L1): HCDIT - SAP Chorus - L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User reports a functional issue or bug/defect regarding the CTWALK application. STEPS: Assign an incident to BEC-CTWALK-L3 LOGGING CATEGORISATION: Business service: BEC - CTWALK Configuration item: CTWALK - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BEC-CTWALK-L3
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: ISADOM doesn't start in CITRIX interface probably caused to an installation issue. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. STEPS: first possibility : Install Citrix Receiver with BBCA/MyItcorner https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=f25222fd1b78201413524150f54bcbb8&sysparm_category=53e161a11bffac10463b5205604bcb1 second possibility : use a specific script installation for ARAIR ASSISTANCE and ADEP ASSISTANCE Script Installation CITRIX is in a shorcut for all users - BAO > _IT_ > !! If you can't find the shortcut, the script is in this directory : \\fr-s-alsd-file1\4A\ARAIR\BAO !! 1) Start the script CITRIX and wait 2) Indicate the structure of user (ARAIR indicate 1 - ADEP indicate 2) - PRESS ENTER 3) Ask the actual user localization/city - For example 0 For TOURS, 1 For OLIVET -- Press Enter 4) After that a Clean Script start to uninstall properly all component of CITRIX -- Just WAIT or click OK to continue 5) Clean Up success and Installation in Progress -- Just WAIT If it did not solved the issue try to install CITRIX RECEIVER CLIENT from Prod. LOGGING CATEGORISATION: Business service: BHC - Isadom Category: Application Subcategory: Installation / Deployment Assignment group if not (L1): BHC-ISADOM
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: E&C users needs access to AutoPipe Vessel in Citrix. STEPS: Redirect user to My IT Corner to raise the request "Citrix AutoPIPE Vessel for KRK (E&C)" or "Citrix AutoPIPE Advance for KRK (E&C)" Path: myITCorner Catalog > Applications > Engineering & Construction > Sort A-Z -> "Citrix AutoPIPE Vessel for KRK (E&C)" or "Citrix AutoPIPE Advance for KRK (E&C)" LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: My IT corner request submitted.
COUNTRY/REGION:EUROPE ENTITY:AL-UK SYMPTOMS: User is calling to report an issue related to invoices or orders in AS400 application. STEPS: Create an incident that describes the user's needs, attach a full screenshot and assign it to the resolution team LOGGING CATEGORISATION: Business service: EU - NW Cluster - R&A ERP Configuration item: SCOTT AS400 - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group: GB-AL UK-AS400 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
CARM Approver has to be changed by CARM team - carm approver left AL
English
elzbieta.vig@eu.corp.airliquide.com
834
Vincent CAO
Uncategorized
Published
2025-07-30 11:08:46
6
GIO Service Desk
NaN
#########
3.75
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
520
2025-04-17 14:58:08
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs a request to be approved in CARM but his/her approver does not work at the AL anymore or she is on maternity leave. New approver has to been added to user's CARM. New approver has to been added to user's CARM. Since the previous CARM Approver can not approve the change in CARM anymore, the request for 'notify transfer/departure/manager change' can not be raised because nobody will approve it. STEPS: Ticket has to be opened and assigned to CARM team with the name of the user, the previous approver and the new approver. FOR APAC User, this can be done by Service Desk L1 in CARM LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access/ Rights Assignment group: GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment APAC: FCR TEAM: L2
able, airliquide, al, approve, approver, cao, carm, carm approver left, changed, com, corp, elzbieta, english, has, left, new, new carm approver, not, not able to approve request via carm, request, via, vig@eu, vincent
NaN
KB0045010
Citrix - how to install Vitalaire Citrix Workspace
English
elzbieta.vig@eu.corp.airliquide.com
49
Dennis ROSENKRANZ
Windows - Storage / Performance
Published
2025-08-07 11:07:13
5
GIO Service Desk
NaN
#########
NaN
BHC - VADE - Internal IT
NaN
NaN
NaN
0
2025-08-07 11:06:43
#########
NaN
BHC-VADE-IT
COUNTRY/REGION:Germany ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User needs assistance with installing Vitalaire Citrix Receiver. BEFORE YOU START: If user needs assistance with setting up the Vitalaire Citrix please follow KB0021180. STEPS: In your Citrix go to \\svmdcap01\workgroup\OLteam\Vitalaire. Copy the bat or exe file to the PC of the user(open the start menu in your own citrix and type \\hostname\c$ The hostname is the hostname of the PC of the user, you can use IP address instead of it) and launch it. You can also install the package \g_01338_citrix_workspace-app-hhc-19.12.6000.9_ml_16 from Prod. ARTICLE TYPE: Process TEAM: L1
Decontamination Station - No communication, no switch port light
English
elzbieta.vig@eu.corp.airliquide.com
44
Niklas PAULSSON-SC
Uncategorized
Published
2025-08-14 7:36:26
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Decontamination Station
NaN
NaN
NaN
10
2025-08-14 7:35:27
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The DS does not communicate with the network (no switch port light). When the DS is correctly connected to the network the switch port light on the back of the DS should be blinking fast. The LED is shown on the right side of the RJ45 port in the picture below. Also, the light could be blinking slowly or be steady instead which also indicates an issue or if completely off. BEFORE YOU START: The DS should have been registered. This can be checked in the CMDB: https://airliquide.service-now.com/nav_to.do?uri=%2Fu_cmdb_ci_decontamination_station_list.do%3Fsysparm_nostack%3Dtrue%26sysparm_userpref_module%3D1f305f511bf9e010b11487bde54bcb27 When selecting the hostname of the affected DS in the configuration item field, please double-check the MAC address of the device as well. Example: Also, the DS should be connected using the adapter supplied by the vendor and connected to a network switch as indicated in the CMDB. Check if the DS is well powered on. STEPS: 1. Check that the DS is well connected at one end of the DS using the RJ45 port on the back of the device and the other end to the switch using the correct network cable from the vendor. 2. Check that the network cable is connected to the right port on the switch. The switch name and port is indicated in the CMDB. 3. Turn off the device for 2 minutes using the power button on the back of the DS and then turn it back on 4. In case issue persists, assign the incident to GIO-SEC-PSS-RUN-L2_L3 LOGGING CATEGORISATION: Business service: GIO - SEC - Decontamination Station Configuration item: Hostname of DS (eg. JP108-DST-PROD-001) Category: Devices Subcategory : Connectivity Assignment group: GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Germany/Poland ENTITY:BIS E&C SYMPTOMS: User from E&C Germany/Poland reports a network outage affecting multiple users. BEFORE YOU START: Please ask how many users are affected. If only 1 user is affected, please follow KB0013526. STEPS: Create incident and assign it to =>LAN Issue: GIO-NET-SUPPORT L1 WAN issue: GIO-NET-SUPPORT L1 LOGGING CATEGORISATION: Business service: GIO-NET-Site Connectivity Category: Network Subcategory: No Internet /Intranet Access Assignment group: GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
affected, airliquide, com, corp, down, e&c germany/poland: network outage no network, elzbieta, english, germany, incident, maciej, major, more, more than 1 user, multiple, multiple users, network, no, opened, outage, poland, site, site cannot be opened major incident, site is down, than, users, vig@eu, wifi, wisniak
NaN
KB0015078
Cisco Jabber- How to reset password
English
elzbieta.vig@eu.corp.airliquide.com
7
Ingrid PROSZONICS-SC
Uncategorized
Published
2025-10-07 8:32:24
5
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
4
2025-10-07 8:31:05
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:EUROPE ENTITY:BIS EU SYMPTOMS: User is calling to reset his/her password for Cisco Jabber. STEPS: Go to : SelfCare Type the user ID (firstname.Lastname) and press "Forgotten password?" (Mot de Passe oublié) LOGGING CATEGORISATION: Business service: GIO - NET - Office Telephony Configuration item: (if applicable) Category: Application Subcategory: Account and Password Resolution Notes: We guided the user to reset their password.
DELL - No Power (After LED Activity) Troubleshooting
English
elzbieta.vig@eu.corp.airliquide.com
35
Christian DICHTL
Uncategorized
Published
2025-08-14 14:54:23
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
4
2025-08-14 14:52:24
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:Europe ENTITY:ALL SYMPTOMS: User's computer having hardware issues. In this case No Power. (System does not start after led activity) BEFORE YOU START: Make sure the computer in question is a GIO Rental device. Purchased devices are not under DELL guarantee. STEPS: Perform the following troubleshooting steps to gather information that will be helpful for Dell Team to understand and act on the problem of user's computer. DiagnosticsResultsIs there any led activity (e.g., an LED lighting up on the laptop)? If yes, please specify the color and blink frequency? Could you test external screen display ? Hard Reset (discharging capacitors) M-Bist test (Color + blink frequency) Have you tested with another charger? Does the LED stay on when the charger is plugged in? Is there any physical damage? Customer information and availabilitiesResultsIntervention address Two reachable phone numbers (including a mobile number) Your availability Professional email address After troubling shooting is done, if you are opening a DELL ticket, please copy past this template into their ticket. Indications M-BIST: Motherboard - Built-In Self-Test (M-BIST) is the diagnostic tool that improves the diagnostic accuracy of motherboard Embedded Controller (EC) failures. 1. Press and hold both the M key on the keyboard and the power button to initiate M-BIST.2. With both the M key and the power button held down, the battery indicator LED may exhibit two statesOFF: No fault detected with the system boardAMBER: Indicates a problem with the system board3. If there is a failure with the system board, the battery status LED will flash one of the following error codes for 30 seconds: Check the technical documentation to identify the error code (section troubleshooting / Built-in self-test / M-BIST) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
HHC France applications links - M3H-M3, NEOCASE, RMS, BO, CRM
English
elzbieta.vig@eu.corp.airliquide.com
332
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-07-11 14:48:09
5
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
975
2025-07-11 14:47:02
#########
NaN
ALEHOS - INFRASTRUCTURE
COUNTRY/REGION: FRANCE ENTITY:BIS HOME HEALTCARE SYMPTOMS: The user needs to open HHC apps which require only a link. We need to create desktop shortcuts for them so they can open them as the usually do on Alehos computers. STEPS: NEOCASE links: for Vitalaire: http://neo-va.eu.corp.airliquide.com for Orkyn: http://neo-or.eu.corp.airliquide.com for Aix (FR386) Alehos Services: http://neo-al.eu.corp.airliquide.com M3H-M3 (Movex) link: https://hhc-m3.eu.corp.airliquide.com/infor/ ODIGO link: https://air-liquide-hc-france.odigo.cx/aih01/ui/service/statisticsSearch?objectTypeId=1 RMS link : http://fr-s-alsd-otrms/ Business Objects link: http://bohhc.eu.corp.airliquide.com:8080/BOE/BILaunchpad Microsoft dynamics CRM link : https://hhc-fr.crm12.dynamics.com/main.aspx?forceUCI=1&pagetype=apps Salesforce (CX): https://airliquidehhc-fr.my.salesforce.com/ LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Application Subcategory: Support / Assistance Resolution Notes: We created the shortcut for the user. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:*FR/Antilles/Ile de la Reunion* ENTITY:*BIS HEALTHCARE* SYMPTOMS: Users from Reunion, Antilles will call related to issues with Allamanda web application. ALLAMANDA - PROD (ERP IM/MEDGas is known as well for Microsoft Dynamics NAVISION. POSSIBLE CAUSES: User cannot access to the application. User needs to modify his rights on the application. BEFORE YOU START: Make sure that user is belongs to FR-Reunion. STEPS: Describe the series of tasks that the user must do to solve the problem LOGGING CATEGORISATION: Business service: HCDIT - DROM - RUN - NAV Configuration item: ALLAMANDA-PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1) : HCDIT-EXSYN-L1 >>> HCDIT-ALR-TBS-L2 (Talent Business Partners)
COUNTRY/REGION:*GLOBAL* ENTITY:*ALL* SYMPTOMS: Place2share users receive several warning mails to inform their account will be automatically deleted after a period of inactivity POSSIBLE CAUSES: Place 2 share account is about to expire. Place2share Accounts are automatically deleted after a period of inactivity. STEPS: -Please log to into Place2share. User will automatically reset the account timestamp and he won't receive warning mail (until the next expiration date) if ever the account has been deleted due to inactivity, the Air Liquide user has just to log into Place2share to automatically re-create the account. Note for external accounts (non @airliquide.com) : if the account is deleted, the impact user has to get in touch with his Air Liquide contact who will share the document again or will create the account in their personal Place2share Folder LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - PLACE2SHARE Configuration item: PLACE2SHARE - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: remove if article is not an FCR
COUNTRY/REGION:Switzerland ENTITY:Carbagas SYMPTOMS: The user calls from Carbagas with DELL hardware issue. STEPS: As per info from Stefan Deutch the hardware process for Switzerland = Carbagas users is very special: Markus Bonino from Field Support makes about every 6 months a mass order of devices (laptops, desktops), they keep it in local stock. Once an end user needs to have a new computer or a replacement computer, user has to do a request via My IT Corner (End User Catalog > Devices & Telephony > Windows Laptop > Transfer a device) what has to be assigned to GIO-EUS-FS-Switzerland /never any task to the asset team, it will be managed from national local computer stock in Guemligen. For the stolen/lost laptop the process for Switzerland is: 1. Create a new intake > incident2. Reset users password.3. Send an email to the user with the theft report (using the Theft report hotkey email template), ask user to complete the theft report, send it back to us with the Police declaration.4. Put the ticket on pending awaiting customer for 3 business days.5. End user must raise the request "Manage My Device" in My IT Corner to Report a device as Lost or Stolen (that will be assigned to ITAM L3) Once you have received the email with Police declaration and Theft Report, please attach it to the ticket, then assign it to Asset team, so the database can be updated.6. Please inform the user that his/her manager has to order new PC via WISE. For Carbagas = Request MyITCorner to assign to GIO-EUS-FS-Switzerland LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: My IT corner request submitted.
CISCO WEBEX - new user needs login credentials to the Telephony system
English
elzbieta.vig@eu.corp.airliquide.com
167
Terrence MALULEKE-SC
Uncategorized
Published
2025-08-07 9:56:39
5
GIO Service Desk
NaN
#########
NaN
BAMEI-ONENET-SSA
NaN
NaN
NaN
24
2025-08-07 9:54:18
#########
NaN
BAMEI-SOUTHAFRICA-L2
COUNTRY/REGION:South Africa ENTITY:BIS AMEI SYMPTOMS: New users require login credentials to the Telephony system. BEFORE YOU START: If user already has the account and needs the application to be installed:- For Desktop Application installation, please follow KB0048674.- For Mobile Application installation, please follow KB0048673. STEPS: - Create an adhoc ticket and assign it to onsite. LOGGING CATEGORISATION: Business service: BAMEI-ONENET-SSA Configuration item: Vodacom OneNet Business - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 > GIO-EUS-FS-SOUTHAFRICA-L2 TICKET TYPE: Assignment ARTICLE TYPE: Assignment TEAM: L1.5>OSS
Conference room - Audio/Video Equipment/Cabling stopped working
English
elzbieta.vig@eu.corp.airliquide.com
210
Maciej WISNIAK
Uncategorized
Published
2025-07-29 18:13:09
6
GIO Service Desk
NaN
#########
NaN
BEC - Windows Device
NaN
NaN
NaN
109
2025-05-06 14:33:28
#########
NaN
BEC-EIT-SNow-AppMgmt
COUNTRY/REGION:Germany/Poland ENTITY:BIS E&C SYMPTOMS: In the conference room Audio/Video Equipment or Cabling stopped working. STEPS: Users can report any issue about Audio-Video equipment or cabling to our Service Desk (tel. 4444). The Service Desk will open a support ticket on your behalf and send it respective On Site Support team for checking and solving the issue. 1. Please do basic troubleshooting with the monitors, cables, Chromebox. the monitor or projector is switched ONthe input is selected correctly (e.g. HDMI 1)the HDMI cable is completely connected to your computer (in case of sharing the screen)and the computer is sending its screen to the monitor or projector (Fn + F8)The Chromebox for Meeting is switched ON (in case of Hangouts Video-Conference) If still KO: assign incident to relevant onsite group Germany: GIO-EUS-FS-GERMANY-L2 Poland: BEC-EUS-FS-KRA-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - CWS - HardwareforMeeting Configuration item: Google Suite - PROD Category: Devices Subcategory: Hardware or Operating System Assignment group (if not L1): L1.5 According to the country:BEC-EUS-FS-KRA-L2 (Krakow user)GIO-EUS-FS-GERMANY-L2 (Frankfurt user) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:BIS AMEI ENTITY:SOUTH AFRICA SYMPTOMS: The user is calling reporting a functional issue in SAP. STEPS: 1. Collect all related information and screenshot: sap ID detailed description screenshot 2. Assign the incident to BAMEI-SOUTHAFRICA-SAP-L2 LOGGING CATEGORISATION: Business service: BAMEI-South Africa-Local Business Applications Configuration item: SAP - SSA - ALZA - PROD Category: Application Subcategory: Functional / Technical issue Assignment group: BAMEI-SOUTHAFRICA-SAP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User requests a new feature, new report or other not existing services in CTWALK. STEPS: Assign an AdHoc to BEC-CTWALK-L3 LOGGING CATEGORISATION: Business service: BEC - CTWALK Configuration item: CTWALK - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEC-CTWALK-L3
COUNTRY/REGION:Europe ENTITY:ALL SYMPTOMS: User's computer having hardware issues. In this case No video (no display, horizontal/vertical lines ) BEFORE YOU START: Make sure the computer in question is a GIO Rental device. Purchased devices are not under DELL guarantee. STEPS: Perform the following troubleshooting steps to gather information that will be helpful for Dell Team to understand and act on the problem of user's computer. DiagnosticsResultsIs there any physical damage? Do you have display on the external screen? Result of the LCD-BIST for the LCD screen? (Follow the below instructions) Does manipulating the LCD screen have any impact on the video issue? Driver updates (BIOS and video). Sending a picture following the below VL instructions Customer information and availabilitiesResultsIntervention address Two reachable phone numbers (including a mobile number) Your availability Professional email address After troubling shooting is done, if you are opening a DELL ticket, please copy past this template into their ticket. LCD-BIST test: 1. To run the LCD BIST, first turn off the computer.2. Next, while holding down the 'D' key on the keyboard, press the power button, then release both keys simultaneously.This will initiate a test pattern that displays a white screen, followed by red, blue, green, and then black.Inspect each screen for any distortion and/or other abnormalities.Please confirm if the issue persists even during the test.https://www.dell.com/support/kbdoc/en-us/000134936/how-to-run-the-lcd-built-in-self-test-on-a-dell-laptop?lang=en VL (Visual Listening) : Please share a picture of your screen via WhatsApp using the following number: +919741655960, following the steps below:- Save the number as a contact in your phone.- Open the WhatsApp application. Click on the search icon. Type the name of the contact you saved for the provided number (this may take up to 30 seconds or 1 minute for the contact to appear).- Type 'Hello'.- Among the options provided by WhatsApp, select 'Display / LCD related'.- Please enter the requested Service Tag label.- Then share the image(s) of the screen.PS: If you prefer not to use WhatsApp, kindly attach the photo as a separate email attachment to the address: Picture@dell.com with the subject 'LCD issue '. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, christian, com, corp, dell, dichtl, elzbieta, english, gio, gio rental, hardware, no, no power, power, rental, troubleshooting, video, vig@eu
NaN
KB0044059
CUP 11 - Critical Issue after Windows 11 Update (Recovery needed)
English
elzbieta.vig@eu.corp.airliquide.com
240
Maik GERHARDS
Windows - Storage / Performance
Published
2025-08-08 15:25:15
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
51
2025-08-08 15:23:48
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: In case of significant and unsolvable issues, Windows 10 offers for IT to revert the PC back to the previous build in 10 days after CUP 11 Update. These issues include application incompatibility and other application functionalities that mainly supported by the application support; however, as a workaround the Update can be reverted back to Windows 10 in 10 days. STEPS: The process described below requires a high privilege account: IMPORTANT: Reverting to the previous build MUST be initiated within the session of the user under which the upgrade was triggered. This option is valid for 10 DAYS after the upgrade to Windows 11 has been completed Example: If John.Doe did start the upgrade to Windows 11, then reverting to the Windows 10 is only feasible if John.Doe is logged in. Of course the rollback will prompt for elevation (use ADM account for this) Press the Windows button and open the Settings menu PS: No need to take care about Bitlocker suspension, the process will handle this by itself Locate the System / Recovery section (opening might takes some moments) Hit Go back Provide your ADM account Select the appropriate answer and click Next Click No, thanks FYI: no access to Windows update feasible anyway Acknowledge the following information by clicking Next Click Next No change in account handling Click Go back to Windows 10 The computer will restart immediately and apply the previous build The process is finished as soon as the user does again see a login prompt How long does it take to revert to the previous build ? It depends only on the performance of the machine, here are some references:Dell Latitude 5410 - SSD / 8GB > approx 0.20 h Can the PC be reverted even after 2 weeks or more ? No, exactly 10 days after the PC has been upgraded to its current build, the revert feature will not work anymore How do I know when the 10 days are over ? Check the registry as shown in the screenshotCheck whether the Windows.old folder is or is not present on c: drive LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System Assignment group: For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5For AMER: GIO-EUS-SD-AME-L1.5For APAC: GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User is not able to log in to SAP Epinal. STEPS: 1. Log in to SAP OPERA Hana 2. Use transaction /cockpit/wum 3. Next to workflow processor click on the white square > 4. click on 3rd icon and look for the user > 5. If you can not find user with name, ask user to provide the user ID for epinal, enter the user ID into the workflow processor field (1.), click on the icon of glasses (2.) to check if the user ID belong to the user who is calling (3.) 6. If user does not know the user ID, search the user in CARM > Go to his Accesses and check the Opera account's ID. 7. Once the user is found, click on the unlock icon to unlock the account. Then, ask user to attempt to login by his/her current password. In case the user is still unable to login after unlocking the account, follow KB0042708. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password reset Request details: Phone number to provide the password: number confirmed by the userWhich password: SAP OPERA Reason: Provide the reason for the reset In case of blank ESS Incident submitted for the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and Password Resolution Notes: Unlocked user's Epinal account. Afterwards, the user was able to login with their current password. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
Website - unable to access blocked website while being member of the exception AD group
English
elzbieta.vig@eu.corp.airliquide.com
264
Mehdi GASMI
Uncategorized
Published
2025-07-30 5:56:47
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
69
2025-05-19 9:10:46
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to access blocked website while being member of the exception AD group, "DG-IACS-Communication-Profile". BEFORE YOU START: Double-check if the user is really not member of the "DG-IACS-Communication-Profile" AD group as per KB0041488. STEPS: Open an incident and assign it to GIO-SEC-AD-AUTHENTICATION SERVICES-L2. LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Internet Access Configuration item: Secure Internet Access - PROD Category: Network Subcategory: Bug /Defect Assignment group: GIO-SEC-AD-AUTHENTICATION SERVICES-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: IT users and some special users are requests VXL (Vince XL) for password reset STEPS: Create a ticket and assign it to BHC-SUPPORT-L1 LOGGING CATEGORISATION: Business service: BHC - OPS - M3 Technical Configuration item: Hostname Category: Application Subcategory: Account and Password Assignment group (if not L1): BHC-SUPPORT-L1
COUNTRY/REGION:Germany ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User needs assistance with setting up the Vitalaire Citrix. BEFORE YOU START: If user needs assistance with installing Vitalaire Citrix Receiver follow KB0045010. STEPS: Server URL:https://mycitrix.apps.airliquide.com/citrix/mySSO/pnagent/config.xml https://mycitrix-pprd.apps.airliquide.com/citrix/mySSO/pnagent/config.xml 1. Open Citrix receiver 2. Enter the first server address from the above, then the second (pre-prod) one if needed 3. Enter the username as ALFRGIS\firstname.lastname and the users Windows password 4. Add the apps that the user needs in Citrix by clicking on the + on the left side LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows Assistance Request details: For which Topic: Windows featureExplanation: User needs assistance with setting up the Vitalaire Citrix. In case of blank ESS Incident submitted by the user: Business service: GIO-CS-EUR-PaaS Virtualization Category: Devices Subcategory: Support/Assistance Resolution Notes: Vitalaire Citrix was set up correctly.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to update their PC from Windows 10 to Windows 11. POSSIBLE CAUSES: The update process may fail due to existing BBCA Tuner Administrator packages. BEFORE YOU START: In case you receive an inquiry regarding about the update, please make sure that the PC is NOT involved in the Target List - KB0054578. STEPS: Remove all existing packages on the machine through BBCA Tuner Administrator and install the following packages on the machine in order: A. https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_001_inplace-sources-23h2-1.1_ml_32 B. https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_002_inplace-scripts-23h2-1.0_ml_32 C. https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_003_latest-mskb-23h2-1.0_ml_32 D. https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_008_remove-bitlocker-pin-1.0_32 E. At least one of the language pack packages listed here. F. Driver pack for the related Latitude model. G. https://marimba.apps.airliquide.com:5282/CUP11_2023/Upgrade-to-Windows11-v1.1 (Be careful with the last package as it will force the upgrade after the installation directly.) 2. If the Windows Upgrade fails or does not start, possible CUW 11 will be needed by Onsite. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System Assignment group: For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5For AME: GIO-EUS-SD-AME-L1.5
COUNTRY/REGION:BIS AMEI / SOUTH AFRICA ENTITY:ALL SYMPTOMS: User is requesting SAP account creation STEPS: Manage user - Southern Africa request on my it corner to be raised https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=37f5e3bc4faad3009864ca1f0310c768&sysparm_category=4e84a2064f07c2009864ca1f0310c79c + user needs to request SAP app installation LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: BAMEI - SAP- APPLICATION Configuration item: SAP - SSA - ALZA - PROD Category: Application Subcategory: Support / Assistance Assignment group: L1 Resolution Notes: Assisted user with submitting the request for the proper SAP Access. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User calling unable to access CMMS via citrix and needs to request access BEFORE YOU START: In case of issue, please follow KB0049912. STEPS: Access request: The onsite application manager handle it, Currently request managed via email ( to Johannes Venter ) Service Desk assign the ticket to onsite, and they will contact the concerned person via e-mail. LOGGING CATEGORISATION: Business service: BAMEI-South Africa-Local Business Applications / BAMEI-Tunisia-Local Business Applications Category: Application Subcategory: Account and Password Assignment group (if not L1): Based on location:South Africa Cluster:GIO-EUS-FS-SOUTHAFRICA-L2North Africa Cluster:BAMEI-TUNISIA-L2BAMEI-MOROCCO-L2
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User need to connect to cluster request tool or named differently 'Outils Requete' in French, as an intranet site. Connection requires email address and password. STEPS: User can connect via the following link https://impact.plan.io/login or Kite or https://impact.plan.io/login?back_url=https%3A%2F%2Fimpact.plan.io%2F Redirect user to the BIS: - https://site.airliquide.com/gio/bis-europe-space - https://site.airliquide.com/gio/homehealthcare-space - https://site.airliquide.com/gio/bis-cfgb-space - https://site.airliquide.com/gio/bis-e-c-space - If user does not have account should request it via My IT corner. If is account request via My IT corner please use template: GlOBAL-My IT Corner - Request - If user has no password, he should request it via the application link by clicking "forgot password". User will receive a link to change password. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to connect to CLUSTER IMPACT
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User having a functional issue in Customer Cockpit. POSSIBLE CAUSES: User interface problems, account problems... STEPS: First, make sure the issue is not related to a Chrome bug (delete cookies and history, try in incognito mode, etc.)If issue persist, create incident and assign it to CAL-SALES-CCOCKPIT-L3. LOGGING CATEGORISATION: Business service: Customer relationship Management Configuration item: CUSTOMER COCKPIT - PROD Category: Application Subcategory: Bug/Defect Assignment group: CAL-SALES-CCOCKPIT-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to log in to Citrix, needs password reset for AL windows account, can not do pw reset for him/herself as has no AL computer and has no self service password reset tool for windows. POSSIBLE CAUSES: User forgot his/her Windows password. BEFORE YOU START: Please always check if the user is using Air Liquide Citrix (in the link there should be the name "airliquide.com" e.g. https://partners-eu.vpn.airliquide.com/dana/home/index.cgi or http://xen.eu.corp.airliquide.com/ or https://fr-s-alsd-infra.eu.corp.airliquide.com) We support only the AL Citrix! STEPS: 0. Authenticate the user as per KB0010220 1. Find the user in Service Now 2. Check the error message (for example: The user name or password is incorrect.) 3. Check the username (Change user) 4. Identify the issue:Check in AD if the account is locked or expired if NOT locked and not expired = reset NT password 6. Ask user to provide a phone number where he can be reached right now 7. Tell the user that as per process you have to call him/her back for security reasons and then you can continue with the password reset process 8. Close the Active Directory User properties window 9. Call back user 10. In AD right reset user's password as per KB0011363 11. Type the password in the "New password" field and repeat it in the "Confirm password" field. Tick "User must change the password at next logon" (only if the user is in the office)Tick "Unlock users account"Click OK and Close the Window. 12. Tell the new temporary password to the user by phone 13. Inform the user that he cant change the password twice a day for himself/herself. 14. Send security email from MMS to the user and to the CARM approver. Templates available here: https://docs.google.com/document/d/1HHY_1MGwkouvhqkSOsIp6wa0UPhe9JLtQBwpdEpApCA/edit NOTE: One of the issues that could have provoked the password confusion in the first place is the keyboard (QWERTY/AZERTY). Therefore it would be best to give the user a password NOT containing "Q", "W", "A" or "Z". General rules for creating password: At least 8 charactersAt least 1 alphabetic letterAt least 1 numberAt least one symbol (e.g.: !*&/$?+ )Different from the last 24 passwordsOwn name or Air Liquide MUST NOT be used If the temporary password is not working, its possible to take remote control of the PC and check it. 15. Send email according to Authentication process Windows password reset can also be done through IBM/Tivoli CARM - How to Reset Passwords in IBM/Tivoli (Global) See Windows Account - Windows Password Reset Process (Global) for the different scenarios LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password reset Request details: Phone number to provide the password: number confirmed by the userWhich password: WindowsReason: Provide the reason for the reset In case of blank ESS Incident submitted for the user: Business service: GIO - SEC - OKTA Category: Application Subcategory: Account and Password Configuration item: OKTA - PROD TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:POLAND ENTITY:BIS E&C SYMPTOMS: E&C Krakow needs assistance with login to TETA ME. Teta ME is a web portal to the HR system in Kraków. (Users, employees use it to request holidays, other kinds of absence or get a report, pay slip, tax declaration etc.) BEFORE YOU START: URL: https://plkr-tetame.eu.corp.airliquide.com/ It is a pure web app, no client side components needed except the browser. It works fine on both Chrome and Edge browsers. It is an intranet only site. On computers it is accessible in the office LAN or outside through Ivanti VPN. It does not work on mobile devices. The Teta ME app is used by users in E&C Kraków only, but may be used also by managers in other E&C centers, if they have subordinates in Kraków. STEPS: 1. Check whether she or he uses proper URL https://plkr-tetame.eu.corp.airliquide.com/ 2. Verify the user location. If out of AL LAN, Ivanti VPN is required. 3. TETA ME does not require login and password. It uses SSO through Okta (so Okta needs to be configured) LOGGING CATEGORISATION: Business service: BEC - Local Business Applications Configuration item: Teta HR - PROD Category: Application Subcategory: Support / Assistance
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User experiences slowness in SAP (f.ex.: Opera, Albis...) STEPS: Create a P3 ticket and send to the group GIO-CS-SD-SAP APPS-L2 if the issue is reported from only one location Important: If the issue is reported from more locations/countries please confirm with a SME for a P2 ticket. First ticket (parent) is P2, the child tickets should be P4! LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Managed Apps SAP Configuration item: According to the SAP environment (SAP OPERA - PROD or SAP ALBIS - PROD...) Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-CS-SD-SAP APPS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-CS-SD-SAP APPS-L2
airliquide, albis, com, corp, elzbieta, english, mukherjee-sc, opa, opera, opera slowness, sap, sap albis, sap opa, sap slowness, sayani, slowness, software, vig@eu
NaN
KB0018244
DELL 2 in 1 - How to change from tablet mode
English
elzbieta.vig@eu.corp.airliquide.com
15
Maik GERHARDS
Uncategorized
Published
2025-08-14 15:11:13
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
8
2025-08-14 15:06:06
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user's PC is in tablet mode (can't see the Start menu and the Taskbar). STEPS: To switch from tablet mode back to desktop mode, tap or click the Action Center icon in the taskbar to bring up a list of quick settings for your system. Then tap or click the Tablet mode setting to toggle between tablet and desktop mode. On a tablet or a system with a touch-panel display, you can also access the Action Center settings by performing a quick swipe from the right edge of the screen. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows AssistanceFor which topic: Windows Feature In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Support / Assistance Resolution notes: Assisted with switching back from tablet mode to desktop mode
CUP 11 - Windows 11 File Explorer Slowness (Renaming and Deletion) After Update
English
elzbieta.vig@eu.corp.airliquide.com
56
Maik GERHARDS
Windows - Storage / Performance
Published
2025-09-29 12:51:53
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
10
2025-08-14 7:23:25
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Users may experience significant delays or slowness when renaming or deleting files after a recent Windows 11 update. This may be due to system file corruption, disk errors, or configuration issues triggered by the update. POSSIBLE CAUSES: System File Corruption: Updates can sometimes disrupt or corrupt system files, leading to slow file operations.File Explorer Cache Issues: Cache files from File Explorer may become outdated or corrupt, affecting performance.Background Processes and Services: Some background services, re-enabled by updates, can interfere with file actions.Drive Errors: Errors on the drive can slow file operations, especially following system changes.Visual Effects and Performance Settings: Enhanced visual effects in Windows 11 can impact performance if set to prioritize appearance. STEPS: I) Resolve Using Command Line Repairs: Run System File Check and DISM Health Commands Open Command Prompt as Administrator.Enter the following commands one by one, allowing each to complete: sfc /scannowDISM /Online /Cleanup-Image /ScanHealthDISM /Online /Cleanup-image /RestoreHealth This will identify and repair any system file integrity issues caused by the update. Perform Disk Check In Command Prompt (Admin), run chkdsk.exe /f /r to check and repair any disk issues that could be slowing down file operations. II) Adjust File Explorer Cache and Performance Settings: Clear File Explorer Cache Go to File Explorer Options > General tab.Click on Clear next to "Clear File Explorer history" to remove any outdated cache that might be causing delays. Optimize System Performance Access System Properties by running SYSDM.cpl.Navigate to Advanced > Settings > Select Adjust for best performance.Confirm changes to disable visual effects that may impact speed after updates. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System Assignment group: For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5For AMER: GIO-EUS-SD-AME-L1.5For AMER/APAC: GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: CUP 11 Windows Update starts correctly, but the installation rolls back. STEPS: CUP 11 incidents where the upgrade to Windows 11 fails or rolls back AND the user can work properly under Windows 10 can be closed on the Service Desk's queue without further action based on the below details informing the user that they can continue to use Windows10 until further notice. Resolve Code: Other - Please provide detail in Resolution note Cause Code: Defect/Configuration Resolution Notes: This incident will be resolved because: We are collecting the error data of each failed Windows 11 upgrade. Once this is done we come up with a remediation and a relevant communication. There is NO NEED to upgrade the device to Windows 11 this summer. Please ignore the message and use your PC under Windows 10 as usual. Thanks for your understanding and patience LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
ADP - E-Time - asking for the username and password
English
elzbieta.vig@eu.corp.airliquide.com
137
Salman AHMED
Uncategorized
Published
2025-09-29 14:34:55
6
GIO Service Desk
NaN
#########
NaN
BAMEI - ADP - E-Time
NaN
NaN
NaN
16
2025-05-23 10:50:46
#########
NaN
BAMEI-HUB-ADP-L2
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: Application ADP - E-Time is asking for the username and password BEFORE YOU START: In case of any other request or issue, please follow KB0038416. STEPS: if asking for username + pw -> meaning that user is not using the right link of the application -> provide the sso link -> https://login.airliquide.com/home/air-liquide_adpamei_1/0oa864k0mafGDBiPV417/aln864pbwpXFNMC4S417 -> or go to login.airliquide.com and add the adp amei app -> user can also bookmark the link. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related line Explanation: Guidance to IT Manager In case of blank ESS Incident submitted by the user: Business service: BAMEI - ADP - E-Time Configuration item: ADP AMEI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was guided to access the application. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
REGION: Global ENTITY:All SYMPTOMS: Error mapping network drive due to SMB1 / SMB2 Network drive requires SMB1 Network drive requires SMB2 or Higher System requires SMB2 or Higher error on Windows 10 BEFORE YOU START: This process can also be used to enable SMB1 if needed for a network drive, it will be in the same location. STEPS: Steps to Enable SMB1 Protocol / CIFS File Sharing Support Open "Turn Windows features on or off" Scroll down to SMB 1.0/CIFS File Sharing Support and check that top box. Click OK. Windows 10 will download any required files and ask you to reboot. SMB1 is now enabled NOTE: Continue with drive mapping as normal. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Devices Subcategory: Connectivity Resolution Notes: Enabled SMB1/SMB2 in Windows Features. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: User need assistance on how to unzip file with 7zip application POSSIBLE CAUSES: User has a zipped file on their laptop and would like to open the files BEFORE YOU START: Make sure that the user has the software to unzip the file. E.g. 7zipIf 7-zip application is not installed, kindly push install the apps via BBCA (no request require since this is a standard software) STEPS: Guide user to right click on the zipped fileChose Open withChose 7-Zip File Manager Once done, 7-Zip File Manager will ask the path to save the unzip file from your laptop. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: SD guide user to unzip the file using 7-Zip apps accordingly TICKET TYPE: Incident ARTICLE TYPE: FCR; Process TEAM: L1
Intelligent HUB - Basic features and differences of Mixed Usage and Business Only
English
elzbieta.vig@eu.corp.airliquide.com
53
Changhou LOW-SC
Uncategorized
Published
2025-07-30 6:16:37
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
13
2025-07-18 13:45:14
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Summary: Intelligent HUB - Intelligent HUB - Basic features and differences of Mixed Usage and Business Only STEPS: Intelligent HUB - Basic features and differences of Mixed Usage and Business Only Mixed Usage: Business Only: Basic differences: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile device enrolment assistance Request details: Enrollment type: Mixed - usage or Business OnlyOS Type: Android or IOS In case of blank ESS submitted by the User: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One - Prod Category: Devices Subcategory: Enrolment Resolution Notes: Mobile Device enrolment assistance form submitted. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for information about the Appsheet application. BEFORE YOU START: Appsheet provides a no-code development platform for application software create mobile, tablet, and web applications using data sources like Google Drive, DropBox, Office 365, and other cloud-based spreadsheet and database platforms. STEPS: In case the user has more detailed questions about the functionality of Appsheet, open an INCIDENT and assign the ticket to GIO-EUS-GOPS-DWP-L2. LOGGING CATEGORISATION: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: SheetContext: Assistance with Appsheet In case of blank ESS Incident submitted by the user or assignment: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Assignment group: GIO-EUS-GOPS-DWP-L2 Resolution Notes: Google Workspace Assistance form submitted. ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Germany ENTITY:All (except Vitalaire - E&C - DE-AL GMS and DE-AL GMS GmbH) SYMPTOMS: This request can be used to add a user to an existing Cloudfax solution or to change their name (e.g. if they get married). The requirement must be stated in prose in the comment field. STEPS: Provide this link to the user or Go to myitcorner then click Order Something. Under Categories click on Applications and then on the CE Local IT tile (Central Europe Local IT). Select "Mobile device support" in the drop down menu This link is not accessible for the ServiceDesk LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: My IT corner request submitted.
access, airliquide, ce, ce it, central, central europe local it, cloudfax, com, corp, elzbieta, english, europe, germany, julia, local, local it, myitcorner, settings, sperling, vig@eu
NaN
KB0049194
PRINTER - Issues
English
elzbieta.vig@eu.corp.airliquide.com
314
Mourad ASSELLALOU
Printing / Devices
Published
2025-09-29 13:49:15
6
GIO Service Desk
NaN
#########
NaN
BAMEI-Local printers
NaN
NaN
NaN
22
2025-05-23 12:20:45
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:Morocco ENTITY:BIS AMEI SYMPTOMS: -User calls saying that they are no longer able to print BEFORE YOU START: For installation, please follow KB0020354. IMPORTANT NOTE: NOT MPS Printers ( NO Uniflow, NO Cirrato! ) used in North Africa Regions! STEPS: Network printers : In case of issues login to MYQ server to check below steps: Available printers on the server MyQ : 172.30.8.20 Log in to this page : Click here for credentials Once you login to this page you'll see : To consult printer : To consult the users, you must click on the Users button to have: For each code or group modification, right click: through this server you'll be able to : - How to check whether the printer is functional GREEN or RED : GREEN means OK, RED means offline: probably it's a network issue, the local IT will contact the network supplier. RED printer: incident to be assigned to BAMEI-MOROCCO-L2 - How to manage users : add user to certain quota ( the amount of prints the user will be allowed to do per month ) , add users to the black and white print option or colours one , create users and manage their badge and their pin for printing ( we can reset the pin password in case they forgot about it ) - Colour Printing request: My IT Corner Request to be raised to be able to print in colours: For now onsite will manage the Cattask for Colour printing. Troubleshooting ( network printers ) : 1.1 Stop and restart Printer spooler: 1.1.A) Open CMD.exe as admin > write: "Net stop spooler" and press enter > write "net start spooler" and press enter. or: 1.1.B) Go to start Menu > Search: Services > Run as admin Stop and restart "Printer spooler" 1.2 Delete pending print jobs from printer queue: 1. Open Printers & Scanners 2. Select the effected printer and select 'Open queue' 3. Right click and delete outstanding prints Local printers : - Matrix Printers: This type of printer is installed at 5 sites to print Epson model LQ-590 BLs.Installation is standard at the link: https://drive.google.com/drive/u/0/folders/1OkGShDZXUFgsz7JpIcnqgEbSDqvRw9IH -Label printer: This printer to print batches of oxygen for hospitals according to the recommendations of the law the driver on the link: https://drive.google.com/drive/u/0/folders/1q72-7YXAz089DZXr7-GJminWuQbv32R- To use it you have to install impulsoft to edit the labels. -Billing scanner: To facilitate the management of administrative documents, one of our service providers has put a scanner at the document manager, the driver exists on the link: https://drive.google.com/drive/u/0/folders/19bo94jKPGakaUpXPaaraMbXTDLrgRKFH If KO assign to BAMEI-MOROCCO-L2 LOGGING CATEGORISATION: Business service: BAMEI-Local printers Category: Devices Subcategory: Printers Assignment group (if not L1): L1.5 > BAMEI-MOROCCO-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 > OSS
SMTP transition to AWS - Not possible to send email from application
English
elzbieta.vig@eu.corp.airliquide.com
252
Jerome BACHELERIE
Uncategorized
Published
2025-05-23 14:07:37
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - SMTP - Gateway
NaN
NaN
NaN
27
2025-05-23 14:03:41
#########
NaN
GIO-EUS-DWP-SMTP-GW-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: What is SMTP: Simple Mail Transfer Protocol. It is a communication protocol used for sending and receiving email messages (Like Gmail or Scan to mail on mps printers) The SMTP transition to AWS has a go-live on June 15th to ensure that all communications are still allowed from on Prem Printers / Servers and from AWS Accounts (GIO Managed and Essentials Accounts) NOTE: only IP addresses that were previously approved on current SMTP solution are allowed on the new one. In case user call and says that he cannot send anymore emails via applications, he cannot send emails via scan mail please note that is a transition ongoing from SMTP to AWS has a go-live on June 15th to ensure that all communications are allowed from our different AWS Essential Accounts. Possible causes: Potential delay in SMTP Messages processing during the update of the DNSThe risk of disturbance will be for Business Apps or printers using an intermediate firewall before GIO firewall STEPS: 2 Type of users may contact us: User (who is using the service) Account owner (who is owning the application and related server) In case of USER contact us: ask the following: Affected application What is Error, attach a screenshot (most likely when email can not be sent or received, and error message appear ) Ask the user if it worked before, or after migration the issue has been started Sender mail : NOTE: if didn't worked before, Product or application owner, should raise the request Create SMTP access for an application or a printer : Sender mail Recipient email Normally the product \ application owner should have raised the request, if not working, depending on the application, we need to send for the application support team (if available in MMS, if not user should reach out the product owner) If Account\application owner contact us: please collect the following: Application nameWhat is the issue If possible collect the server name, and ip address ( ask the owner to run IPCONFIG on the serversender?Recipient? error message - attach a screenshotDid it worked before? and open an INC, then send a ticket to it to l1.5 Business service: GIO - SEC - On-site Firewall Configuration item: Platform - Firewalls - PROD Category: Network Subcategory: Bug/Defect Assignment: GIO-EUS-SD-EUROPE-L1.5 Following is for L1.5 We need to check SMTP configuration and guide user on the server side. Ask the user to perform the following on the server: 1. (smtp.apps.airliquide.com on port 25 or 587): Open a CMD command prompt and launch:Telnet smtp.apps.airliquide.com 25 (or 587 depending on the test) SCENARIO 1.A If the flows are blocked, telnet will return an error message / connection Failed / Time outIn this case, send to GIO SEC PSS OCD L2 for possible firewall issue. Provide Source IP address (server ) - user needs to run IPCONFIG - or Printer Config page B. For AWS Accounts (Air Liquide AWS) :the Accounts Owners must ensure AWS Security Groups are properly Set : DefaultWindows, DefaultLinux , DefaultWindows-NA (only AMER), DefaultLinux-NA (only AMER) If not then the action should be done by the team. For AWS Europe, AMEI, APAC GIO Managed Accounts : Business Service : GIO-CS-EUR-AWS ManagedAssignement Group : GIO-CS-SD-CLOUDAWS-L2 For AWS Americas GIO Managed Accounts : Business Service : GIO-CS-AMER-AWS Managed AccountAssignment Group : GIO-CS-AMER-AWS-L2 *NB : For AWS Essential Accounts : GIO does not manage. It has to be managed locally. Reference / Based MMS Extract CMDB - Compte AWS - Google Sheets SCENARIO 2:If command return code is 554 : IP is not authorized, SMTP authorization request in GIO Catalog needed : Create SMTP access for an application or a printer | ServiceNow Production Environment (service-now.com) - expected behavior -Request TicketSCENARIO 3: If the command runs without error : If return code is 220 : IP is authorized. No issue. The Sender IP is well allowed on SMTP. If the messages are still not sent properly, send incident to GIO-EUS-DWP-SMTP-GW-L1.Business service: GIO - EUS - DWP - SMTP GatewayIn case you will need to dispatch ticket this information is required : - Server name (if possible) - Source Server IP Address (Mandatory) - Sender mail : NB : must be @airliquide.com or another Airliquide messaging domain (@airgas.com, @vitalaire.fr, etc ) no-reply@airliquide.com , whatever@airliquide.com Recipient : - SMTP Server Configuration : default is smtp.apps.airliquide.com on port 25/587 But can be DNS Alias (see list in EUS-REQ - GIO Catalogue - DWP Service - Request of SMTP access creation for an apps or a printer - Google Slides *outlook is excluded from this migration and as well the SAAS applications like Salesforce. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - SMTP - Gateway Configuration item: SMTP Gateway - PROD Category: Network Subcategory: Bug/Defect Assignment group (if not L1):GIO-EUS-DWP-SMTP-GW-L1 Business service: GIO - SEC - On-site Firewall Configuration item: Platform - Firewalls - PROD Category: Network Subcategory: Bug/Defect Assignement group (if not L1) :GIO SEC PSS OCD L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, application, aws, bachelerie, change, com, corp, dns, elzbieta, email, email not sent from the application, english, jerome, migration, not, port, possible, scanmail, send, sent, slowness, smtp, software, telnet, transition, vig@eu
NaN
KB0050218
Transfer emails - Automatically forward Gmail emails to another account
English
elzbieta.vig@eu.corp.airliquide.com
126
Olivier PIRZ
Uncategorized
Published
2025-07-30 6:11:03
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
19
2025-05-19 8:34:11
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:EU ENTITY:GLOBAL SYMPTOMS: A user needs to access to another users new emails because of sickness e.g. BEFORE YOU START: Please inform the user that auto forward features is disabled at Air Liquide as per global security policy. But they can set up Delegate and collaborate on email. STEPS: Please find the steps to follow here: https://support.google.com/mail/answer/138350#zippy=%2Cadd-a-delegate LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory : Support / Assistance Resolution Notes: User has been informed. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling to report an issue with sending a fax via email. STEPS: 1. To check on MMS the site subscription : Service Offering: GIO-NET - Office Telephony - WebEx Calling - Generic offer 2. a) If yes, collect the Cloudfax phone number and open an incident and assign it to GIO-NET-WORLDWIDE-Telephony-Support. 2. b) If no, ask the user to contact the IT Approval or Budget Approval LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Category: Application Subcategory: Bug/Defect Assignment group: GIO-NET-WORLDWIDE-Telephony-Support
COUNTRY/REGION:Europe ENTITY:ALL SYMPTOMS: User's computer having hardware issues. In this case Blue Screen BEFORE YOU START: Make sure the computer in question is a GIO Rental device. Purchased devices are not under DELL guarantee. STEPS: Perform the following troubleshooting steps to gather information that will be helpful for Dell Team to understand and act on the problem of user's computer. DiagnosticsResultsIs there any physical damage? Can you provide the result code and validation code from the EPSA diagnostic (F12)? Driver updates via DCU (Dell Command Update). Can you share with me the MiniDump file created following the BSOD error message? Here is the path to find it: C:\Windows\Minidump. Have you reset the BIOS settings to default? Customer information and availabilitiesResultsIntervention address Two reachable phone numbers (including a mobile number) Your availability Professional email address After troubling shooting is done, if you are opening a DELL ticket, please copy past this template into their ticket. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Support Guide for SIO Optim OneOptim issues OneOptim Application Availability - Access to the application via web page. Application Web PageCheck availability of Oneoptim - PI Vision Dashboard Unable to Login (using Kite - Google Sign in) to ApplicationAuto Scenarios are not updated upto date in PI.Unhandled application error BEFORE YOU START: SIO Optim/Oneptim is a combination of web application and a Optimizer engine based on [AIMMS] Core Engine used by US LI OCC and engineers to optimize the Gulf Coast and Mississippi River Pipeline. Importance: Used daily to optimize the pipeline data based on history and current conditions and provide the data to the OCCs controllers. Applicability: The application is used mainly by OCC, engineers and analysts over the globe. OCC engineers and supporting analysts have access to this application. Role based access. Authentication is done via Google Kite Javascript API (OAuth2): Corporate Google Kite Authentication Servers/Components: All server are hosted in AWS (east) UI Application Server: oneoptim.am.corp.airliquide.com [10.198.172.138]AIMMS Server: oneoptim-opt.am.corp.airliquide.com [10.198.173.134]Oracle Database Server: sana-liodp01 [10.198.172.139/1521/efsopt]Oracle Database Schema: oneoptimPI Vision Server: https://am-s-thub-vis1.am.corp.airliquide.com/pivision/ All issues will be assigned to the SIO.OPTIM Support team initially. They will decide where it needs to be routed, no troubleshooting steps needed. STEPS: 1. Create an Incident ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) The main functionalities and their impact in terms of business are defined below: OneOptim application Major Request for Information Minor Request for Change Minor The main functionalities and their impact in terms of business are defined below: Auto Scenario Data is not upto date Major OneOptim Web application Medium Request for Information Minor Request for Change Minor Incident Error Type of Error Application Types Support Escalation Data Availability Old Data Values No Data Access OneOptim ALZ-AME-GCS-Production Assets-L2 Web Applications No Application Access OneOptim ALZ-AME-GCS-Production Assets-L2 Web Applications PI Vision not working PI Vision ALZ-AME-GCS-Production Assets-L2 LOGGING CATEGORISATION: Business services : ALZ - EU/AMEI - Production Asset ALZ - AME - Production Asset ALZ - APAC - Production Asset ALZ - WW - Production Asset Configuration item: SIO.Optim ALZ - PROD Category: Application Subcategory : Availability and Performance issue Assignment group (if not L1): EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AME-GCS-Production Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
1optim, access, airliquide, alz, alz-ame-gcs-production, alz-sio-optim-oneoptim, application, asset, assets-l2, availability, com, corp, data, elzbieta, engineers, english, eriangela, lugo, model, no, not, oauth2, occ, old, one, oneoptim, oneoptim one optim 1 optim 1optim occ engineers oauth2 sio pi vision availability sio optim/oneoptim alz-ame-gcs-production assets-l2 old data values no data access no application access pi vision not working alz-sio-optim-oneoptim alz - production asset, optim, pi, production, sio, software, support, values, vig@eu, vision, working
NaN
KB0042494
DELL - DE-VITALAIRE new joiner pc configuration
English
elzbieta.vig@eu.corp.airliquide.com
14
Maik GERHARDS
Uncategorized
Published
2025-08-14 14:44:16
5
GIO Service Desk
NaN
#########
NaN
BHC - VADE - Internal IT
NaN
NaN
NaN
2
2025-08-14 14:42:52
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: DE-VITALAIRE new joiner user already received the equipment but there is no related cattask found in the system. STEPS: Assign an incident to the L1.5 team. Write phone number + hostname + detailed description. LOGGING CATEGORISATION: Business service: BHC - VADE - Internal IT Configuration item: Hostname Category: Devices Subcategory: Support /Assistance Assignment group: GIO-EUS-SD-EUROPE-L1.5
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling to report any issue related to Chronogestor (heavy version, for light version pls follow: KB0011631) STEPS: Guide the user to MyHR ,and ask the user to raise a specific request : problème accès/mdp Chronogestor voici le chemin : Home All Catalogs HR Time Tracking - Absence Management Time-off and vacation Inquiry After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: MyHRExplanation: Guidance to MyHR about Chronogestor issue/query. In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR - PROD Category: Application Subcategory: Support / Assistnace Resolution Notes: Show where to go form submitted
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she needs to be the owner of a specific shared folder located on Workgroup in order to be able to manage the list of users who may get access to it. STEPS: Raising the request "Transfer ownership" via CARM 1. Go to CARM 2. Click My Kite Groups & Folders 3. Click Transfer ownership 4. Click Next (current owner does not need to be filled out) 5. Click Add next to Folder and browse the concerning folder 6. Specify the reason of the necessity of transferring the ownership and click Transfer LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access /Rights Resolution Notes: We assisted the user to transfer the ownership. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: KB is L1.5 scope. User is experiencing camera issues with PC DELL Latitude 5495 especially after a BIOS update. BEFORE YOU START: Check the BIOS version.How to check BIOS version?- Open Start menu and run "msinfo32", see BIOS version.OR- As per KB0021942 - Hardware - How to check machine model and BIOS version (GLOBAL) STEPS: If the BIOS version is 1.6, you have to downgrade the BIOS so that the system recognizes the camera again. To downgrade the BIOS, install this version: https://drive.google.com/file/d/1-3dJhqifRaxaRruaS6xHebq4aR69LRNt/view Once installed, check if the camera is recognized again and update the BIOS to version N-1. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname of user`s pc Category: Devices Subcategory: Operating System TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling because he/she cannot login to the Chrome OS device, the Kite password is not accepted. BEFORE YOU START: Please don't forget! For accessing the Chrome OS device the user needs to use the Kite credentials and Okta Verify must be activated! STEPS: 1. Reset user's Google Kite password as per KB0011752 2. Provide the password by following the Authentication process 3. After resetting the password, send an email to the user and her/his CARM approver using the "Google Kite Password reset" email template. 4. Close the ticket if the user confirmed that she/he could login to the Chrome OS device. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Category: Application Subcategory: Support / Assistance Configuration item: Serial number of Chrome device Resolution Notes: Reset user's Google Kite password via GAST Bot. Afterwards, the user was able to login to his/her Chromebook.
COUNTRY/REGION:South Africa ENTITY:BIS AMEI SYMPTOMS: User is calling because he/she is facing an issue to login in Webex. BEFORE YOU START: - Last year IT embarked on upgrading our VoIP telephony system from Shoretel to the Vodacom One Net Business application. Vodacom have advised that the One Net Application has now reached its end of life and will be replaced by Cisco WebEx for all Air Liquide users. For now One Net Application is still available, user can still use it until further information. For OneNet Business requests please follow KB0048323. For OneNet Business issues please follow KB0020193. - Kindly note that the same One Net Username and Password credentials will be used for WebEx. Also please note for new users who require login credentials to the Telephony system -> please follow KB0048672 STEPS: 1 - First, follow the steps to install the application:- For Desktop Application installation, please follow KB0048674.- For Mobile Application installation, please follow KB0048673. 2 - If user still cannot access Cisco Webex, create an incident ticket and assign it to onsite. LOGGING CATEGORISATION: Business service: BAMEI-ONENET-SSA Configuration item: Vodacom OneNet Business - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 > GIO-EUS-FS-SOUTHAFRICA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5>OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for assistance on how to manage bookmarks on his/her Chrome OS Device STEPS: Export Bookmarks Click on Organize then select Export bookmarks to HTML file -> Please save the HTML file to your Drive Import Bookmarks To import all of your favorites, go to Bookmark manager, click on Organize then on Import bookmarks from HTML file. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Configuration item: Hostname of the Chrome OS Device Category: Application Subcategory: Support / Assistance
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User calling experiencing issues with Webex calling (VocAL ) in a non migrated site BEFORE YOU START: How to check if the site was migrated or not yet : List of migrated sites If it is migrated , follow this KB0049137 STEPS: Information to be checked for Webex calling issues : in case the users do not find the email with their credentials, you can help them to find it by checking the sending email address which should be webex_comm@webex.comin order to determine if a user should have a hard phone or a softphone, you can check the "User Provisioning Template " tab, column G "User type". The users are supposed to be aware of this, as the choice has been made by local contacts but it may be useful if somebody forgot this and is expecting a hard phone that will not be deployed ( for DE169&DE101 ) General Mandatory Information : -User name-Email address and phone number registered with the user account-Site ID Cloud Voice -Incident Form : Were you working from home or onsite?Were you connected to the VPN (Ivanti)?Could you please provide me with the following information : Calling numberCalled NumberDate/time of Call How many times has this issue happened to you?When did it start?Description About the problem LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Category: Application Subcategory: Functional / Technical Issue Assignment group: GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, any, bug, calling, com, corp, defect, down, elzbieta, english, francois, function, functional, issue, migrated, migrated non site, migration, non, non migrated, non migration, office, renault, service, site, software, telephony, unavailable, vig@eu, vocal, webex
NaN
KB0026561
DELL - check order status of a computer
English
elzbieta.vig@eu.corp.airliquide.com
34
Dieter HEMING
Uncategorized
Published
2025-08-14 14:24:44
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
13
2025-08-14 14:20:18
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User wishes to know when the requested new computer will be delivered. BEFORE YOU START: Ask user to provide the REQ/RITM ticket number or look it up in the ticket history of the user after searching for his/her name in MMS. STEPS: 1. Open the related RITM ticket 2. Under "Details" and "Variables" check the "Dell Order Number" 3. Visit the "DELL Order Support" portal: https://www.dell.com/support/order-status/en-uk/order-support?lwp=rt 4. Paste the DELL Order Number and hit "Find my Order" 5. Check the "Estimated delivery date" LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Information about an existing request Explanation: User wishes to know when the requested new computer will be delivered. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support/Assistance Configuration item: MyITCorner - PROD Resolution Notes: User was informed when the requested new computer will be delivered.
DELL Latitude 5495 - No wifi after network cable disconnected or sleep mode
English
elzbieta.vig@eu.corp.airliquide.com
16
Maik GERHARDS
Network / Connectivity
Published
2025-08-14 15:15:40
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
15
2025-08-14 15:13:44
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: DELL Latitude 5495 does not connect to wifi after disconnecting the network cable or waking the pc from sleep mode. After rebooting the computer, the laptop connects to wifi again. BEFORE YOU START: Reboot the computer and check if the issue persists after connecting and disconnecting the network cable. POSSIBLE CAUSES: Recently, there are several known generic hardware related issue of the DELL Latitude 5495 laptops. STEPS: Update the wifi driver: https://www.dell.com/support/home/en-ie/drivers/driversdetails?driverid=8875n&oscode=wt64a&productcode=latitude-14-5495-laptop LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Devices Subcategory: Hardware TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: User contacts helpdesk because the DataProd application is not working correctly, it is slow or unavailable. STEPS: Log an incident and assign it to BEU-EE-DataProd-L2/L3 LOGGING CATEGORISATION: Business service: Cylinder DataProd Configuration item: DATAPROD AWS - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): BEU-EE-DataProd-L2/L3 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: OSS
access, airliquide, application, bank, cannot access, cannot login, com, corp, correctly, data, data bank, database, dataprod, drewniak, elzbieta, english, functional, functional issue, grzegorz, issue, login, not, not working, prod, software, vig@eu, working
Secure Industrial Remote access SIRA tutorial:SIRA user guide is accessible HERE Prerequisites Requesting access rights Connection to the service Connection with a Windows PC Connection with the mobile app Additional features Invitation of a guest to an ongoing session Chat Live annotations Changing graphic settings File Transfer
access, airliquide, baron@eu, carm, carm access, cohen, com, corp, emmanuel, english, guide, how, how to use, sira, use, yohan
NaN
KB0034028
Decontamination Station L0 support
English
Emmanuel.Baron@eu.corp.airliquide.com
0
Yohan COHEN
Uncategorized
Published
2025-07-29 14:48:34
11
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2022-11-22 17:43:50
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
Decontamination station L0 support This guide is for troubleshooting the DS in Test&Plug mode at the plant level (L0) before contacting the support teams. The most basic issues could be found here in the guide as well as information on contacting the L1 support team if needed. What is the DS? Overview of the DS Initial troubleshooting Advanced troubleshooting Contact support References
airliquide, authusb, baron@eu, cohen, com, corp, de, decontamination, ds, emmanuel, english, l0, safedoor, station, station de décontamination, support, yohan
NaN
KB0016533
SIRA How to get support?
English
Emmanuel.Baron@eu.corp.airliquide.com
0
Yohan COHEN
Uncategorized
Published
2025-07-29 9:45:00
40
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
10
2020-04-07 18:53:59
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
If you need some help on SIRA (Secured Industrial Remote Access) please contact the GIO Service Desk by opening a ticket in MyITCorner: Open a ticket - myITCorner ? They could also be reached on the following phone numbers and opening hours: IT Service Desk Contacts (phone numbers, support hours)
airliquide, baron@eu, business, business hour, cohen, com, corp, desk, emmanuel, english, get, gio, gio service desk, hour, how, l1, l1 support, l2, l2 support, service, sira, support, support team, yohan
NaN
KB0021729
How to display OT assets list with Service Now ?
English
Emmanuel.Baron@eu.corp.airliquide.com
0
Yohan COHEN
Uncategorized
Published
2025-07-29 19:59:34
16
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2021-07-08 18:26:16
#########
NaN
GIO-PCI-ITSM-Global Process Manager
Context: Service Now has been chosen by the group to manage a lot of IT process like incidents, Changes, Catalogs demand... Service Now also allows to manage the assets by discovering periodically assets onto different site in the world. Objective: This note explains how proceed to display a list of asset on selected plant Prerequisite: OT box must be installed on a plant. See Power BI report with the information "Deploy OT Box on site". Service now/asset discovery must be deployed by the OT project team MMS license. Request it through CARM My access + and select MMS IT role by chosing ITSM with the role Basic ITSM User must be included in the MMS group BEU-OT-Cluster CE-L1 or BEU-OT-Cluster NEC-L1 or BEU-OT-Cluster SWE-L1 . If not you can request as explained Here How to proceed: Click on OT asset list per site 1) Modify the filter by entering your site name and 2) click on Run Click on the asset to have detailed information
Webex Desktop Application overview This article provides a high level overview of the screens in the Webex Desktop Application. Step 1 1. Contacts: This option will be empty until you have created some contacts 2. Calling: This option is the default landing screen. To the right-hand side you can see a list of all calls you have made or filter it just to see missed calls 3. Keypad: Click here to get a traditional phone keypad 4. Voicemail: Click here to see your voicemails 5. Help: Click here to get application specific help. 6. Call Settings: Click here to access call settings including call forward 7. Call Pickup: If configured at your site, click here to use the call pickup feature 8. E911 settings: A green checkbox here means your E911 settings are setup. A Red X means that E911 needs to be setup and you may receive a pop-up box to set it up. See later slides for details (US & Canada only as of this writing) 9. Search, meet, and call: From here you can search for contacts or dial a phone number without having to use the keypad screen Step 2 Contacts Screen By selecting the Contacts Tab, you will see a list of your top contacts, which are your favorites as well as a list of “Other contacts”. On this screen, you can right click and choose to either create a new contact or a new group. A group is a set of contacts that have a common meaning to you. Right click and Add a contact or Create a group depending on your requirements. Step 3 Contacts Screen - Adding a contact In the Add a contact screen you will be provided with two options. The first option is to search the directory to add contacts. This option only searches existing Webex Calling users, not the entire corporate directory, so it may not find users that you know work for the Group. If you do not find who you are looking for, click the Create a custom contact button and fill out the appropriate details for the contact, generally their name and phone number(s), then click save: Step 4 Calling Screen There are 3 items of note on the Calling Screen: 1. Click “All” to see a list of all of your calls made or received 2. Click “Missed” to see a list of just your missed calls 3. Click the “Pull Call” icon to move a call from your Webex mobile application. If you are talking on the Webex app on your mobile phone, you can transfer the call to your softphone on your laptop Step 5 Keypad Screen The keypad screen is simply a keypad. In the search box you can manually type in a phone number to call, search for a contact to call, or you can use your mouse to click on the numbers you wish to dial. Once you have finished dialing, click to start your call Step 6 Voicemail Screen The voice mail screen displays all of the voice mails in your inbox. You can click Inbox to see all messages or click Unread to see a list of only your unread messages. If you hover your mouse over a message you will see a play and an information icon: Click to listen to the message. Click to have the message pop out into a larger window. If you right-click on the message you will get the following menu: Click Play voice message to have the message play over your speakers. Audio call will call back the contact that left the message. Delete will delete the message and Mark as read will save the message but mark it as read. Step 7 Voicemail Screen - Message Information If you clicked the icon next to a message, the screen to the left will pop out. On this screen you will find expanded details. This includes: The caller name, if known Their call back number The date and time of their call The option to play the message The option to delete the message Clicking More will provide the option to mark the message as read A transcription of the message if it is available: Transcriptions may not always be available based on items like poor audio quality, a lot of background noise, or mumbling. If you click Delete from any screen, you will be prompted to confirm that you would like to delete the message Step 8 Help Screen Clicking Help will show a pop-out menu with the following options: Check for updates: Updates are controlled at an organizational level and should be pushed to your application automatically. You may be directed to check for updates during a support session. This option checks for the latest validated version of the Webex app, not the latest version published on the Web. Keyboard shortcuts: A list of all keyboard shortcuts that can be used in the application Help Center: This will open the support site. As of this document’s writing, this feature is enabled, but the site is under construction What’s new: A list of the new features in the current version of the Webex application Step 9 Call Settings The Call Settings menu has two options: Call Forward: Click into the drop-down list to forward your calls to another number. You can choose to forward your calls to voicemail, or a number that you have pre-programmed using the call preferences menu. Call Preferences: Click here to open an expanded menu including setting up additional numbers for call forwarding Step 10 Call Settings - Call Preferences When click the Call Preferences option, the main menu for the application will be presented. The menu will automatically move to the Calling options. In this window, there are 6 options: Multi Call: Click the checkbox next to this option to open the multi-call window which is a smaller pop-out window of the softphone which includes support for multi-lines. As of the writing of this document, Webex Calling does not support multi-line, so this feature is not needed. The feature is in development and is expected in late 2022/early 2023 Call Forward: From this drop-down list you can select a number to forward your calls to or disable call forwarding. If your desired call forwarding number is not in the drop-down list, click the + sign to add a number to the call forwarding list. Manage My Numbers: This option allows you to add numbers for Single Number Reach. If you want to have another phone number ring when someone calls your phone, you can add those numbers here. This option is also used for the Call Back feature, but that option is only used with the mobile application. Click the + button to add a number. If a number already exists, you can click the checkbox next to the number to enable or disable it Call Window Settings: Use these options to control how you want the application to act when you are on a call Additional Call Settings: Links are provided to access two portals. Note that despite their names, both portals have access to the same thing, the difference is that one is in application (advanced call settings) and via a web page (user portal). For most users, there is no need to touch these settings and it is recommended to leave these alone unless otherwise instructed: Advanced Call Settings: Additional call settings /User Portal: Opens https://settings.webex.com E911 Service: Currently this is only in use in the US and Canada. This option allows you to update your emergency services address. This is only possible if you have manually set your emergency services address. If you did not manually set your emergency services address, the system will appear to allow you to update the address, but when you save your changes, they will not apply. This is normal as the system administrators manage the addresses for Group sites in the US and Canada. Step 11 Call E911 Settings Currently this is only in use in the US and Canada. This option allows you to update your emergency services address. This is only possible if you have manually set your emergency services address. If you did not manually set your emergency services address, the system will appear to allow you to update the address, but when you save your changes, they will not apply. This is normal as the system administrators manage the addresses for Group sites in the US and Canada. Clicking on this item will bring up the window where you can enter your address information. As noted elsewhere in this document, if you login from an unknown location and have a phone number assigned to a US or Canadian location, you will be prompted to enter the address of the location you are in so that if you call 911, it is routed to the correct Public Safety Answering Point (PSAP or essentially the local 911 office). If you do not have a valid E911 configuration, you will see the icon with a red X at the bottom of the screen Step 12 Search, Meet, & Call In the Search, Meet, & Call bar, you can place calls without having to go to a different screen. You can search by name, which will search the Webex Calling directory as well as your own saved contacts. You can also type in a phone number and click either or the call button to place a call Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Standard model - Cisco 7841 For most end-users Black and white screen User guide: EN/FR/DE DECT Base station 210 To provide DECT (wireless) coverage Executive model - Cisco 8861 For VIP - assistants - heavy phone usage Color screen / Bluetooth & wireless/ Extension capabilities User Guide: EN/FR/DE DECT handset - Cisco 6825 To be used only with DECT base station 210 User Guide: EN/FR/DE Expansion module for Cisco 8861 model To increase the buttons number or attendants position
[Office Telephony] - Webex - How to login to the Webex desktop application
English
Emmanuel.DELORT@eu.corp.airliquide.com
79
Emmanuel DELORT
Uncategorized
Published
2025-08-19 11:03:01
11
myITcorner
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GIO - EUS - DWP - LEGACY-Webex
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2
2024-01-08 15:38:01
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GIO-NET-TELEPHONY KB
How to login to the Webex desktop application This article describes how to login to the Webex desktop application. Step 1 After launching the application for the first time, click the Sign In Button Step 2 Enter your email address and click Next Step 3 You will be redirected to a Google Sign in screen where you will type in your email address again Step 4 On the next screen, you will be need to have to enter a text verification code. Enter what you see on the screen and click Next. Step 5 Enter your password. This is the password for your computer and corporate Google account. Step 6 Your final step is to validate your login using 2-step verification. You will be prompted to either validation the login on your Gmail application on your mobile phone or via a text message. Step 7 If the location you are logging in from is not noted in the E911 database - likely because you are mobile, be it at a non-Webex Calling Group location or your home, you will need to add your E911 information or risk causing a delay during an emergency. If you see the screen below, click Add address. Please note: If you add an address, it should be saved for the future, so the next time you are at that location, unless something has changed with the Internet access there, you should not have to enter the information again. Step 8 Currently this is only in use in the US and Canada. This option allows you to update your emergency services address. This is only possible if you have manually set your emergency services address. If you did not manually set your emergency services address, the system will appear to allow you to update the address, but when you save your changes, they will not apply. This is normal as the system administrators manage the addresses for Group sites in the US and Canada. Clicking on this item will bring up the window on the left where you can enter your address information. As noted elsewhere in this document, if you login from an unknown location and have a phone number assigned to a US or Canadian location, you will be prompted to enter the address of the location you are in so that if you call 911, it is routed to the correct Public Safety Answering Point (PSAP or essentially the local 911 office). If you do not have a valid E911 configuration, you will see the icon with a red X at the bottom of the screen Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
OPC UA Interface - Troubleshooting PI Connector Relay Issue
English
eriangela.lugo@am.corp.airliquide.com
8
Eriangela LUGO
Uncategorized
Published
2025-01-08 14:55:40
6
IT Knowledge
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2024-12-11 1:42:37
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ALZ-AME-GCS-Production Assets-L2
OPC UA Interface - Troubleshooting PI Connector Relay Issue Incident analysis Last Update: 10/12/2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: OPC UA Interface is not able to read data despite Data Source connection is running and well established. BEFORE YOU START: Access to all SCADA DACQ servers via US-AIRLIQUIDE\ADM accountConnected to Ivanti Access to SCADA monitoringBasic knowledge of SCADA infrastructure STEPS: To solve the problem we need to unlink the Relay and Destination from the Connector: Stop ConnectorStop RelaySelect Relay Component and Edit configuration 4. Uncheck Relay and Destination component. 5. Save Configuration, selecting Save Only 6. Wait 10 minutes 7. Edit again the Relay Configuration, checking the Relay and Destination checkboxes. 8. Save and start all components: POSSIBLE CAUSES: PI Connector Relay connection is corrupted. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: OPC UA [Site | Interface_name] Interface is not getting data. Assignment group: ALZ-AME-GCS-Production Assets-L2
airliquide, com, connector, corp, english, eriangela, interface, lugo, lugo@am, opc, opc ua, pi, pi connector relay, relay, troubleshooting, ua
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KB0039230
How to add new tags to an OPC UA - PI Interface
English
eriangela.lugo@am.corp.airliquide.com
148
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-29 0:36:41
6
IT Knowledge
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5.00
NaN
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39
2025-07-24 16:45:18
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ALZ-AME-GCS-Production Assets-L2
How to add new tags to an OPC UA - PI Interface Last Update: 24-Jul-2025 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: New Tags need to be added to the OPC UA Interface BEFORE YOU START: The new requested tags must have been created in PI Database. Please verify your access to the DACQ Server with ADM Account. STEPS: 1. Login in the Dacq Server with ADM Account 2. Access to PI Data Collection Manager 3. Once there, verify AF Server Address, clicking on Destination: PI Server 4. Click on Data Sources and then download the current file.cvs 5. Make a copy of the .cvs file downloaded and save the one downloaded as backup. 6. Add the new tags to be read in the TagsOnly.cvs file. 7. Browse and upload the new .cvs file with the new tags added, please follow the next steps EditBrowseSelect the .csv file from the directory in which it is located.Save 8. Click on Connectors and go to the Data section, there you will be able to see the Timestamp of the Last discovered. 9. Click on the Button Discover Data Source Contents it will appear a dialog message, click again on Discover Data Source Contents That action will take some minutes: 10. Click on Connectors and then click on Select Data button: Here we will be able to see the tags loaded which match the Tag Naming Worksheet After click Next button, we wil be able to check the missing Custom Names that need to declared, clicking on Check Tagnames button. 11. We need to Click on Export button to obtain the current Tag Naming Worksheet, the cross reference file. 12. Make a copy of the downloaded file and edit the copied file, adding the missing PI Tag Names. 13. Select the the new file edited to be imported with new references included, clicking on Import button. 14. Then click on Check Tag Names and then in Save. 15. Some minutes later verify the new tags on PI System. POSSIBLE CAUSES: New Instruments added to the Plant that need to be monitored from PI System. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: New Tags need to be added to an OPC UA Interface Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2
add, airliquide, arbonville, com, corp, creation, english, eriangela, how, interface, jeremy, lugo@am, new, new tags, opc, opc ua, pi, tag, tag creation, tags, ua
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KB0043090
User Guide to store, manage, archive documents manually on SAP/HANA
English
Eric.FLAMENT@eu.corp.airliquide.com
67
Eric FLAMENT
Uncategorized
Published
2025-07-28 23:11:28
8
IT Knowledge
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14
2023-12-05 10:44:22
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BEU-BOSM-MAINTENANCE
User Guide to store, manage, archive documents manually on SAP/HANA 1. Archived data accessibility 1.1. Standard business transaction For most of the SAP objects (invoices, contracts, deliveries, etc.) used daily by the business members, SAP either adapted business transactions to access both live and archived data, or they created transactions dedicated to display archived data with the same display than for the live data. Below are the transactions (when available) for the various archiving objects used : Archiving object Description Transaction Comment MM_MATBEL Materials management MB03 On the selection-screen, in the block « Data source », select « Reread short docs in archive ». Then use the search help function on the field « Archive Infostruct » and select any of the proposed Infostruct. RV_LIKP Deliveries VL03N SD_VBRK Billing Documents VF07 SD_VBAK Sales Documents Same transactions than for live data (ex: VA03, VA43, etc.) FI_DOCUMNT Financial Accounting Documents FB03 - FBL1n, FBL3n EC_PCA_ITM Profit Center Acctg: Actual and Plan Line Items KE5Z and KE5Y In the menu « Extras », use the function « Data source… », check the archive option, then validate and select « Archive Information System » CO_ITEM CO Line Items CJI3 In the menu « Extras », use the function « Data source… », check the archive option, then validate and select « Archive Information System » COPA1_AL01 Costing-based CO-PA, operating concern AL01 KE24, KE25, and KE30 In the menu « Extras », use the function « Data source… », check the archive option, then validate and select « Archive Information System » 1.2. Universal archived data display transaction « SARE » The transaction « SARE » allows to access to any archived SAP object. The first step is to define the wanted archived data type. In the field « Archiving object », you have to fill the field with the archiving object related to the wanted data, By example, to display an archived contract, the archiving object to fill is SD_VBAK. The list of archiving objects and the related data is defined in the previous point above. In the field « Archive infostructure », you have to fill the index (collection of fields) used to perform your selection into the archived data. 2. Local document archiving (in the SAP database) In most transactions allowing a SAP object (invoice, contract, delivery note, etc.) management, the GOS function allow to save attachments in the SAP database. NB : This function use must be prevented in AirLiquide’s SAP environments, as it’s increase the load on the database without being usable for most of archived documents related functions. The function is available in the GOS function or in the attachment list of an object. Once the function is selected, the user can select a document on his/her computer to upload it in SAP as a local attachment. From then, the new attachment will appear in the attachment list with the following information: - Title/File name: name of the uploaded file - Creator name: user having uploaded the file - Created on/Created at: date and time of the upload This attachment can be deleted later without much effort. Due to legal requirements, it must not be used for documents as invoices’ copies as the attachment can be deleted without a trace. 3. External document archiving Store business document In most transactions allowing a SAP object (invoice, contract, delivery note, etc.) management, the GOS function allow to save attachments in the external archiving server. The function is available in the GOS function : Store business document 4. Other archiving related transactions 4.1. OAER – Business Document Navigator This transaction allows, in this context, to check the existing attachment of a SAP object and create new attachments. Hierarchy of the attachment existing on the searched SAP object(s). For each document type, there is a repository containing one entry per attachment of this type linked to the SAP object. 4.2. OAWD – Store documents The transaction OAWD allow a user to create new attachments on the external archiving server. It allows, among other things, to create manual attachments on several SAP objects without having to open the transaction displaying those SAP objects. 4.4. OAAD – ArchiveLink Administration The main use of this transaction for business users is to search globally for attachments links (attachments saved in the external archiving server). This is done by using the “Technical Search function”: - Business object: object type of the searched attachment (VBRK for invoice attachments, VBAK for SD documents, LIKP for delivery notes, etc.) - SAP object ID: number of the searched SAP object (ex: invoice number) - Archive: content repository (location on the archiving server where the attachment is saved) - Document ID: ID of the document on the archiving server - Document type: archiving document type used to save the attachment - Document class: format of the attachment (TIF, PDF, FAX, etc.)
airliquide, archive, archive documents manually on sap/hana, com, corp, documents, english, eric, flament, flament@eu, guide, hana, manage, manually, sap, software, store, user guide to store
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KB0043767
Gtilab access for an external developer
English
Eric.MENU@eu.corp.airliquide.com
49
Eric MENU
Uncategorized
Published
2025-07-28 19:45:25
6
IT Knowledge
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2024-01-10 11:22:16
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GIO-CS-EUR-MAPPS-MIDDLEWARE-L3
Here are the actions to do to give access to Gitlab for an external developer, from his own workstation, from internet : The global principe is describe here : https://tech-guides.apps.airliquide.com/docs/cs/aws-lab-essential/architecture-and-concepts/partners/ And here are the steps to do : 1) creation of Airliquide account in CARM : can be SC or BP -> should be BP (Business Partner) ! As SC (Subcontractor) are for people with an AL workstation 2) grant access to this account to Airliquide network through Okta "Secure Remote Access" (SRA) -> there you should give the "Secure Remote Access" role → “Business Partners - Europe” role indeed in CARM (in "My Access/Secure Remote Access/Business Partner Europe" I think) And send this PDF guide which explains how to connect to Airliquide network through Okta SRA portal "login.airliquide.com" (forget about the Citrix part of this doc, not used here for your case) : https://docs.google.com/presentation/d/1QeJxsqle4Q6e80hAVnUGf0QwHjk1-0zCmCUBcjdlhHY/edit#slide=id.g166aea4b6ee_0_0 3) Grant access to this account to Airliquide applications you want him to access (ex : Gitlab here) For Gitlab access application, you first need to whitelist the IP address of the external user via this MMS Request : https://tech-guides.apps.airliquide.com/docs/cs/sf/gitlab/internet/#internet-access-via-ip-whitelisting Then you have to check some boxes in the CARM account, here for Gitlab in "My Access/Software Factory" Check that "Gitlab profile" is well checked : 4) Finally in Gitlab, you have to add the account in the Git repositories you want the user to have access to, with the right permission (developer, maintainer, owner...etc) See here : https://tech-guides.apps.airliquide.com/docs/cs/sf/gitlab/user-access/#authorizations-in-gitlab
Please note that the file must be present on your computer to be attached ADD DURING THE CREATION OF THE TICKET : To add an attachment during the creation of a ticket, click on the paperclip symbol on the bottom of the ticket form : Then select your file via the file explorer windows that appeared and click "Open". ADD ON AN EXISTING TICKED : To add an attachment to an existing ticket, navigate to your ticket in My IT Corner (top right menus) then, on the selected ticket, click on the paperclip symbol on the right then select your file via the file explorer windows that appeared and select "Open". You can also drag and drop the file in the box on the right of your ticket.
Prerequisites:-ADM account with rights to remote into the destination (depends on Site)-VNC Viewer installed on your computer-Target computer IP address (How to find it) Open VNC Viewer Type the target's IP address (port number 4900) Prompt will ask for your ADM account credentials wait for the user to accept the remote connexion.
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by ALIZENT. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 14/01/2019 Marie-Astrid GERBIER 23/01/2019 François RENAULT 16/01/2019 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 OBJET 4 2 CHAMP D’ APPLICATION 4 3 DEFINITIONS 4 4 DOCUMENTS DE REFERENCES 4 5 COMPETENCES ET RESPONSABILITES 4 6 PRE-REQUIS 5 7 ACTIONS A EFFECTUER EN AVANCE DE PHASE. 6 7.1 Sur la base Oracle Archiving 6 7.2 Sur la base Oracle Servitrax 8 7.3 Sur le serveur du produit ODI 10 7.4 Sur la base Oracle Referentiel 10 8 EXECUTION DE L’ARCHIVING 12 8.1 Sur la base Oracle Servitrax 12 8.1.1 Désactivation de la crontab. 12 8.1.2 Vérification de la synchronisation entre la primaire et la standby. 12 8.1.3 Dernière sauvegarde TSM d’archive. 12 8.1.4 Arret du redo apply. 13 8.1.5 Arrêt de la base primaire puis de la standby. 13 8.1.6 Copie des redologs, des standby_rdo et controlfile de la primaire. 13 8.1.7 Backup à froid de la base primaire sur disque. 13 8.1.8 Execution des scripts ZEN Conseil. 14 8.1.9 Verrouiller les comptes applicatifs commençant par SVX%. 14 8.1.10 Mettre le parametre JOB_QUEUE_PROCESSES à 0. 15 8.1.11 Passer la base en NOARCHIVELOG. 15 8.1.12 Passer au status defered la destination des archivelogs pour la standby. 15 8.1.13 Supprimer le mode force logging. 15 8.1.13 Ne conserver qu’un fichier par groupe de redolog. 15 8.2 Sur la base Oracle Archiving 16 8.3 Lancement du scénario de purge 16 9 OPERATION POST PURGE 19 9.1 Executer le scenario ARC_EXEC_CLEANUP 19 9.2 Sur la base Oracle Servitrax 20 9.2.1 Execution des scripts ZEN Conseil. 20 9.2.2 Mettre le parametre JOB_QUEUE_PROCESSES à 1. 20 9.2.3 Passer la base en ARCHIVELOG. 20 9.2.4 Positionner le mode force logging. 20 9.2.5 Supprimer le tablespace temporaire dédié à la purge. 21 9.2.6 Retailler le tablespace ODI_WORK_STG_DATA. 21 9.2.7 Retailler le tablespace ODI_WORK_STG_INDEX. 21 9.2.8 Remettre 2 fichiers par groupe de redologs. 21 9.2.9 Déverrouiller les comptes applicatifs commençant par SVX%. 22 9.2.10 Backup database sur disque pour reconstruction du dataguard. 22 9.2.11 Transfert des fichiers backup vers le serveur dataguard. 22 9.2.12 Reconstruction de la base standby. 23 9.2.13 Passer au status VALID la destination des archivelogs pour la standby. 24 9.2.14 Recréation des redologs et des standby redologs. 24 9.2.15 Mise en place du mode READ ONLY with APPLY. 25 9.2.16 Réactivation du job de monitoring. 26 9.2.17 Maintenance RMAN sur la standby. 26 9.2.18 Suppression des backups TSM de la DTG. 26 9.2.19 Effectuer un backup full TSM de la DTG. 26 9.2.20 Réactivation de la sauvegarde et de la surveillance. 26 9.2.21 Réactivation des scripts de maintenance de la crontab. 26 9.3 Sur la base Oracle Archiving 27 10 REPRISE DE L’ARCHIVING SUR INCIDENT 28 11 RETOUR ARRIÈRE EN CAS D'ÉCHEC DE L’ARCHIVING 31 11.1 Restoration de la base Servitrax 31 11.1.1 Mount de la base avec le pfile. 31 11.1.2 Restore du backup cold. 31 11.1.3 Arreter la base. 31 11.1.4 Restoration des controlfiles et redologs d’avant backup. 31 11.1.5 Démarrer la base primaire. 32 11.1.6 Démarrer la base standby. 32 11.1.7 Remettre les tablespaces à l’état originel. 33 11.1.8 Effectuer un backup TSM de la base primaire. 33 11.2 Restoration de la base Archiving 33 11.2.1 Supprimer les schémas applicatifs. 33 11.2.1 Restorer le datapump préalablement effectué. 34 12 DUREE DES DIFFERENTES ETAPES 35 11 ANNEX 0 – REVISION TABLE 37 12 ANNEX 1 – ALIZENT USERS 37 1 OBJET La présente documentation décrit la procédure de purge de la base SERVITRAX de production pour l’année 2018 (exécution en janvier 2019). 2 CHAMP D’ APPLICATION Cette procédure est destinée à tous les administrateurs bases de données susceptibles de procéder à une purge des bases SERVITRAX de production. 3 DEFINITIONS Base de données : Système de stockage de données structuré et organisé de façon à optimiser la redondance des données et leur accès. Oracle Database : Système de gestion de base de données relationnelle édité par Oracle Corporation. Net Services (ou Oracle Net) : Couche de communication réseau d’Oracle. Listener : Processus d'écoute d'une base de données. Il reçoit les demandes de connexion des clients et autorise les connexions à la base. RMAN : Recovery Manager, édité par Oracle Corporation, est un outil de sauvegarde et de restauration de base de données. Il permet également de restaurer un fichier de base de données (datafile, spfile, controlfile). TSM : outil de backup. 4 DOCUMENTS DE REFERENCES N/A 5 COMPETENCES ET RESPONSABILITES Actors Responsability Administrateur DBA (rédacteur) Réaliser le document d’installation dans son domaine de compétence. Responsable du suivi et des mises à jour. 6 PRE-REQUIS Pour une bonne compréhension des différentes étapes, il est indispensable de prendre connaissance du document : Database.PMO.H.DI.SERVITRAX.KPI Exploitation vx où sont décrits les architectures de production et de pré-production des bases SERVITRAX. Pour rappel les bases de production et de pré-production SERVITRAX sont en architecture Dataguard. La base de test SERVITRAX est en architecture Standalone. Dans ce document, l’environnement technique est le suivant : · nom de la machine hébergeant la base MAIN de production SERVITRAX : EUD3-PR-SVXMAIN · nom de la base base MAIN de production SERVITRAX : SVXMAIPR · nom de la machine hébergeant la base Standby de production SERVITRAX : EUR3-PR-SVXADTG · nom de la base base MAIN de production SERVITRAX : SVXMAIPR · nom de la machine hébergeant la base d’archivage de production SERVITRAX : EUD3-PR-SVXARC1 · nom de la base base de production d’archivage SERVITRAX : SVXARCPR · nom de la machine hébergeant l’ODI Studio de production : EUD2-PR-SVXODI1 · nom de la machine de développement utilisée par ZEN CONSEIL : EUR2-PP-SVXODI1 · nom de la machine qui nous servira de passerelle pour copier des fichiers : EUR3-PR-CONADM1 L’objectif est de préparer les environnements de production, puis de lancer la purge avec l’outil ODI. 7 ACTIONS A EFFECTUER EN AVANCE DE PHASE. Les actions suivantes peuvent être faites la veille de la mise en production dans un souci de productivité et de gain de temps. Elles concernent les environnements suivants : Base Oracle Archiving Base Oracle SERVITRAX primaire Serveur du produit ODI 7.1 Sur la base Oracle Archiving Rappel de l'environnement : Serveur = EUD3-PR-SVXARC1 Database = SVXARCPR Compte de connexion au serveur : ServOraDba Agrandir les tablespaces suivants conformément aux instructions prévisionnelles de ZEN Conseil : Tablespace SVX_ARC_DATA minimum à 56 Go : reel 60 Go 2 datafiles autoextensible à 20 Go soit 80 Go potentiellement. alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_ARC_DATA06.DBF' resize 10G; alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_ARC_DATA01.DBF' autoextend on maxsize 20G; alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_ARC_DATA02.DBF' autoextend on maxsize 20G; Tablespace SVX_ARC_INDEX minimum 56 Go : reel 60 Go 2 datafiles autoextensible à 20 Go soit 80 Go potentiellement. alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_ARC_INDEX06.DBF' resize 10G; alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_ARC_INDEX01.DBF' autoextend on maxsize 20G; alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_ARC_INDEX02.DBF' autoextend on maxsize 20G; Tablespace SVX_CH_DATA minimum 176 Go : reel 180 Go 3 datafiles autoextensible à 20 soit 210 Go potentiellement alter tablespace SVX_CH_DATA add datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_DATA_17.DBF' size 10G; alter tablespace SVX_CH_DATA add datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_DATA_18.DBF' size 10G; alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_DATA_01.DBF' autoextend on maxsize 20G; alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_DATA_02.DBF' autoextend on maxsize 20G alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_DATA_03.DBF' autoextend on maxsize 20G; Tablespace SVX_CH_DATA_BIG minimum 160 : réel 160 Go 3 datafiles autoextensible à 20 soit 190 Go potentiellement alter tablespace SVX_CH_DATA_BIG add datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_DATA_BIG_14.DBF' size 10G; alter tablespace SVX_CH_DATA_BIG add datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_DATA_BIG_15.DBF' size 10G; alter tablespace SVX_CH_DATA_BIG add datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_DATA_BIG_16.DBF' size 10G; alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_DATA_BIG_01.DBF' autoextend on maxsize 20G; alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_DATA_BIG_02.DBF' autoextend on maxsize 20G; alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_DATA_BIG_03.DBF' autoextend on maxsize 20G; Tablespace SVX_CH_INDEX minimum 32 Go : reel 40 Go 1 datafiles autoextensible à 20 soit 50 Go potentiellement alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_INDEX_04.DBF' resize 10G; alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_INDEX_01.DBF' autoextend on maxsize 20G; Tablespace SVX_CH_INDEX_BIG minimum 24 Go : réel 30 Go 1 datafiles autoextensible à 20 soit 40 Go potentiellement alter database datafile 'E:\ORACLE\DATA\SVXARCPR\DBF\SVX_CH_INDEX_BIG_01.DBF' autoextend on maxsize 20G; S’assurer qu’il y a suffisamment d’espace disponible sur les tablespaces suivants de la base SVXARCPR : · Au moins 40 Go de libre sur le tbs SVX_CH_DATA. · Au moins 10 Go de libre sur le tbs SVX_CH_INDEX · Au moins 30 Go de libre sur le tbs SVX_CH_DATA_BIG · Au moins 15 Go de libre sur le tbs SVX_CH_INDEX_BIG Vous pouvez le vérifier via la requête suivante : set ORACLE_SID=SVXARCPR sqlplus sys/as sysdba SET PAGESIZE 200 SET LINESIZE 200 COL TABLESPACE_NAME FORMAT A35 COL "FILE SIZE" FORMAT A10 COL "SIZE USED" FORMAT A10 COL "SIZE FREE" FORMAT A10 SELECT A.TABLESPACE_NAME, SYS.DBMS_RCVMAN.NUM2DISPLAYSIZE(A.BYTES) "FILE SIZE", SYS.DBMS_RCVMAN.NUM2DISPLAYSIZE(A.BYTES - B.BYTES) "SIZE USED", SYS.DBMS_RCVMAN.NUM2DISPLAYSIZE(B.BYTES) "SIZE FREE", ROUND(((A.BYTES-B.BYTES)/A.BYTES)*100) PERCENT_USED, 100 - ROUND(((A.BYTES-B.BYTES)/A.BYTES)*100) PERCENT_FREE FROM (SELECT TABLESPACE_NAME, SUM(BYTES) BYTES FROM DBA_DATA_FILES GROUP BY TABLESPACE_NAME) A, (SELECT TABLESPACE_NAME, SUM(BYTES) BYTES, MAX(BYTES) LARGEST FROM DBA_FREE_SPACE GROUP BY TABLESPACE_NAME) B WHERE A.TABLESPACE_NAME=B.TABLESPACE_NAME AND A.TABLESPACE_NAME IN ('SVX_CH_DATA','SVX_CH_INDEX','SVX_CH_DATA_BIG','SVX_CH_INDEX_BIG') UNION SELECT A.TABLESPACE_NAME || ' (TEMPORAIRE)', SYS.DBMS_RCVMAN.NUM2DISPLAYSIZE(A.BYTES) "FILE SIZE", SYS.DBMS_RCVMAN.NUM2DISPLAYSIZE(A.BYTES - B.BYTES) "SIZE USED", SYS.DBMS_RCVMAN.NUM2DISPLAYSIZE(B.BYTES) "SIZE FREE", ROUND(((A.BYTES-B.BYTES)/A.BYTES)*100) PERCENT_USED, 100 - ROUND(((A.BYTES-B.BYTES)/A.BYTES)*100) PERCENT_FREE FROM (SELECT TABLESPACE_NAME, SUM(BYTES) BYTES FROM DBA_TEMP_FILES GROUP BY TABLESPACE_NAME) A, &nbs...
Circuit de validation Version Rédigé par Date Vérifié par Date Approuvé par Date 1 Cyrille Cogneville François Renault 13/11/2017 François Renault 13/11/2017 2 3 Table des versions Annexe 0 MOTS CLES Linux, Red Hat 6, Oracle 11g, Refresh, RMAN, Purge, ODI 1. Objet 3 2. CHAMP D’APPLICATION 3 3. DOCUMENTS DE REFERENCE 3 4. QUELQUES DEFINITIONS 3 5. COMPETENCE ET RESPONSABILITES 4 6. Methologie 5 7. PRE-REQUIS 6 8. Rafraîchissement de la base SERVITRAX de pré-production avec les données de la production 7 9. Rafraîchissement de la base d’archivage de pré-production avec les données de la production 7 9.1. Export datapump de la base d’archive de production 7 9.2. Transférez le fichier dump d’export sur EUR3-PP-SVXARC1 8 9.3. Drop des schémas applicatifs sur la base de pré-production 8 9.4. Import datapump dans la base de pré-production 9 9.5. Changer les password des schémas de la base de pré-production 9 9.6. Vérifier l’espace disponible sur les tablespaces 9 10. Rafraîchissement de la base de test SERVITRAX avec les données de la PRE-production 10 11. Appliquer les scripts de pré-purge 11 11.1. Copie des scripts sur la pré-production SERVITRAX 11 11.2. Copie des scripts sur la pré-production d’archivage SERVITRAX 12 11.3. Copie des scripts sur la pré-production du client ODI 13 11.4. Excécution des scripts sur la pré-production SERVITRAX 13 11.5. Exécution des scripts sur la pré-production d’archivage SERVITRAX 14 11.6. Importation des scénarios de purge sur la pré-production du client ODI 15 12. Préparation de la base de pré-production SERVITRAX 16 12.1. Arrêter le dataguard 16 12.2. Mettre le paramètre job_queue_processes à 0 17 12.3. Mettre la base MAIN de pré-production en NOARCHIVELOG 17 12.4. Mettre au status deferred la destination des archivelogs pour la standby 18 12.5. Supprimer le mode force_logging 18 12.6. Créer un tablespace temporaire dédié au compte ODI_WORK 18 12.7. Augmenter la taille du tablespace ODI_WORK_STG_DATA 19 12.8. Augmenter la taille du tablespace ODI_WORK_STG_INDEX 20 12.9. Ne conserver qu’un fichier par groupe de redolog 20 12.10. Verrouiller les comptes applicatifs en SVX% 20 13. lancement du scénario d’initialisation des variables 21 14. lancement du scénario de purge 22 15. operation post purge de la base de pré-production SERVITRAX 24 15.1. Lancer le script de mesure de la purge 24 15.2. Mettre le paramètre job_queue_processes à 1 25 15.3. Mettre la base MAIN de pré-production en ARCHIVELOG 25 15.4. Positionner le mode force_logging 25 15.5. Supprimez le tablespace temporaire dédié à la purge 26 15.6. Retailler la taille du tablespace ODI_WORK_STG_DATA 26 15.7. Retailler le tablespace ODI_WORK_STG_INDEX 26 15.8. Remettre 2 fichiers par group de redolog 26 15.9. Déverrouiller les comptes applicatifs en SVX% 27 15.10. Retailler les fichiers 27 15.11. Recréer le dataguard 29 15.12. Mettre au status VALID la destination des archivelogs pour la standby 29 ANNEXE 0 – Table des versions 30 ANNEXE 1 – ACTEURS ISIS CONCERNES 30 Objet La présente documentation décrit la procédure de purge de la base SERVITRAX de pré-production. Elle s’exerce notamment tous les ans lors des préproductions de la purge ODI de la base SERVITRAX de production. CHAMP D’APPLICATION Cette procédure est destinée à tous les administrateurs bases de données suceptibles de procéder à une purge des bases SERVITRAX de production ou de pré-production. DOCUMENTS DE REFERENCE N/A QUELQUES DEFINITIONS ALS : Air Liquide Services Base de données : Système de stockage de données structuré et organisé de façon à optimiser la redondance des données et leur accès. Oracle Database : Système de gestion de base de données relationnelle édité par Oracle Corporation. Net Services (ou Oracle Net) : Couche de communication réseau d’Oracle. Listener : Processus d'écoute d'une base de données. Il reçoit les demandes de connexion des clients et autorise les connexions à la base. RMAN : Recovery Manager, édité par Oracle Corporation, est un outil de sauvegarde et de restauration de base de données. Il permet également de restaurer un fichier de base de données (datafile, spfile, controlfile). TSM : outil de backup. COMPETENCE ET RESPONSABILITES Acteurs Responsabilités Administrateur DBA (rédacteur) Réaliser le document d’installation dans son domaine de compétence. Responsable du suivi et des mises à jour. Responsable projet & Expert DBA Vérifier le contenu du document et remonter d’éventuels disfonctionnements ou modifications. Vérifier que le contenu du document est en adéquation avec son projet. Intégrateur (prestataire possible) Une interaction forte doit se créer entre le responsable de ce document et l’intégrateur afin d’arriver à obtenir un document d’installation sans coquille. Responsable de la conformité du document. Methologie La méthode utlisée pour la purge ODI de la base de pré-production SERVITRAX est la suivante : Rafraîchissement de la base SERVITRAX de pré-production avec les données de la production. Rafraîchissement de la base d’archivage SERVITRAX de pré-production avec les données de la production. Rafraîchissement de la base de test SERVITRAX de pré-production avec les données de la pré-production SERVITRAX. Lancement des scripts de pré-purge livrés par la société ZEN CONSEIL. Configuration de l’ODI avec le nouveau scénario de purge. Lancement de la purge ODI. PRE-REQUIS Pour une bonne compréhension des différentes étapes, il est indispensable de prendre connaissance du document : Database.PMO.H.DI.ORACLE.ODI_Exploitation_Manuel_operateur.docx où sont décrits les architectures de production et de pré-production des bases SERVITRAX. Pour rappel les bases de production et de pré-production SERVITRAX sont en architecture Dataguard. La base de test SERVITRAX est en architecture Standalone. Les scénarios et pré-requis de la purge ODI sont livrés par la société ZEN CONSEIL, dont voici le contact principal : Gael Schefson (gschefson@zen-conseil.com) Tél : 06 22 14 29 61 Dans ce document, l’environnement technique est le suivant : nom de la machine hébergeant la base MAIN de production SERVITRAX : EUD3-PR-SVXMAIN nom de la base base MAIN de production SERVITRAX : SVXMAIPR nom de la machine hébergeant la base Standby de production SERVITRAX : EUR3-PR-SVXADTG nom de la base base MAIN de production SERVITRAX : SVXMAIPR nom de la machine hébergeant la base MAIN de pré-production SERVITRAX : EUR3-PP-SVXMAIN nom de la base base MAIN de production SERVITRAX : SVXMAIPP nom de la machine hébergeant la base Standby de pré-production SERVITRAX : EUD3-PP-SVXADTG nom de la base base MAIN de production SERVITRAX : SVXMAIPP nom de la machine hébergeant la base de test SERVITRAX : EUR3-IT-SVXORA2 nom de la base base de test SERVITRAX : SVXMAITM nom de la machine hébergeant la base d’archivage de pré-production SERVITRAX : EUR3-PP-SVXARC1 nom de la base base de pré-production d’archivage SERVITRAX : SVXARCPP nom de la machine hébergeant l’ODI Studio de pré-production : EUR2-PP-SVXODI1 nom de la machine de développement utilisée par ZEN CONSEIL : A définir nom de la machine qui nous servira de passerelle pour copier des fichiers : EUR3-PR-CONADM1 L’objectif est de mettre en place les environnements de pré-production et de test en phase avec celui de production, puis de lancer la purge avec l’outil ODI. Rafraîchissement de la base SERVITRAX de pré-production avec les données de la production Il s’agit de restaurer la base de pré-production SVXMAIPP sur EUR3-PP-SVXMAIN à partir de la base de production : SVXMAIPR sur EUD3-PR-SVXMAIN Cette étape se fait via une restore RMAN avec TSM. La procédure est détaillée dans le document : Database.PMO.H.DI.ORACLE.Exploitation Refresh Servitrax 11g avecTSM v2 Remarque : une fois rafraîchie, il est inutile de reconstruire la base DATAGUARD SERVITRAX de pré-production. En effet, avant la purge, la base MAIN de pré-production sera mise en mode NOARCHIVELOG. Il faudra donc reconstruire sa base STANDBY. Rafraîchissement de la base d’archivage de pré-production avec les données de la production Il s’agit de restaurer la base de pré-production SVXARCPP sur EUR3-PP-SVXARC1 à partir de la base de production : SVXARCPR sur EUD3-PR-SVXARC1 Cette étape se fait via un export/import datapump. Export datapump de la base d’archive de production Aller sur la machine EUD3-PR-SVXARC1 (machine Windows). Ouvrir une interface de commande windows. Positionnez l’environnement pour pointer sur la base Oracle SVXARCPP : set ORACLE_SID=SVXARCPP Se positionner dans le répertoire : Z: cd c:\oracle\backup\SVXARCPR\dpdump Lancer le script : exp_full_SVXARCPR.cmd Pour information, le fichier fichier de configuration du datapump contient les options suivantes : directory=EXPDP dumpfile=SVXARCPR_FULL_20160610.DMP logfile=exp_SVXARCPR_FULL_20160610.LOG EXCLUDE=SCHEMA:"IN ('DBSNMP','SYSMAN','WMSYS','OUTLN','SYS','SYSTEM','TSMSYS','DIP','ORACLE_OCM')" EXCLUDE=STATISTICS content=all full=Y flashback_time="to_timestamp(to_char(sysdate,'DD/MM/YYYY HH24:MI:SS'), 'DD/MM/YYYY HH24:MI:SS')" with value /orasoft/oracle La directory EXPDP pointe sur le répertoire : Z:\oracle\backup\SVXARCPR\dpdump Vous y retrouverez donc le fichier log de l’export Full de la base. Transférez le fichier dump d’export sur EUR3-PP-SVXARC1 Il s’agit de transférer le fichier d’export de la base d’archive de production sur la machine de pré-production afin d’importer les données de production dans la base de pré-production. Se connecter sur le serveur Windows EUD3-PR-CONADM1 qui va nous servir de passerelle entre les serveurs EUD3-PR-SVXARC1 (où le datapump a été généré) et le serveur EUR3-PP-SVXARC1 (où l’on doit copier le fichier dump). Ouvrir une fenêtre de commande DOS. Y lancer la commande suivante en spécifiat le nom du fichier d’export généré précédemment: copy \\Eud3-pr-svxarc1\Z$\oracle\backup\SVXARCPR\dpdump\SVXARCPR_FULL_.DMP \\Eur3-pp-svxarc1\z$\oracle\backup\SVXARCPP\dpdump\SVXARCPR_FULL_.DMP Le transfert dure environ 30 minutes. Drop des schémas applicatifs sur la base de pré-production Se connecter sur le server EUR3-PP-SVXARC1 (serveur Windows). Ouvrir une fenêtre de commande DOS. Connectez vous à la base SVXARCPP : set ORACLE_SID=SVXARCPP sqlplus /nolog connect sys/ as sysdba Déterminer les comptes applicatifs à supprimer : select username from dba_users where username not in ('ANONYMOUS','APEX_030200','APEX_PUBLIC_USER','APPQOSSYS','AWR_STAGE','CSMIG','CTXSYS','DBSNMP','DIP','DMSYS','DSSYS','EXFSYS','FLOWS_FILES','LBACSYS','MDSYS','MGMT_VIEW','ORACLE_OCM','ORDPLUGINS','ORDDATA','ORDSYS','OUTLN','PERFSTAT','PRECISE','SI_INFORMTN_SCHEMA','SYS','SYSMAN','SYSTEM','TSMSYS','TRACESVR','WMSYS','XDB','XS$NULL'); USERNAME --------------- ODI_WORK SVX_ARC_02 SVX_ARC conn Dropper les comptes applicatifs drop user ODI_WORK cascade; drop user SVX_ARC_02 cascade; drop user SVX_ARC cascade; drop user SVX_CH cascade; Import datapump dans la base de pré-production Se connecter sur le server EUR3-PP-SVXARC1 (serveur Windows). Editez le fichier : Z:\oracle\backup\SVXARCPP\dpdump\imp_full_SVXARCPP.par Modifier le nom du fichier dump à importer ainsi que le nom du fichier log. directory=EXPDP dumpfile=SVXARCPR_FULL_20160610.DMP logfile=imp_SVXARCPP_FULL_20160610.LOG schemas=(ODI_WORK,SVX_ARC,SVX_ARC_02,SVX_CH) Ouvrez une fenêtre de commande DOS. Se déplacer sur le répertoire : Z:\oracle\backup\SVXARCPP\dpdump Z: cd Z:\oracle\backup\SVXARCPP\dpdump Exécutez le fichier : imp_full_SVXARCPP.cmd Au prompt, saisissez le mot de passe du compte oracle SYSTEM de la base. L’import est lancé. Il dure environ : 01h30. Changer les password des schémas de la base de pré-production Se connecter sur le server EUR3-PP-SVXARC1 (serveur Windows). Après l’import au point précédent, les schémas importés : ODI_WORK, SVX_ARC, SVX_ARC_02, SVX_CH ont récupéré les password de la base d’archive de production. Afin de réinitialiser les mots de passe de ces comptes, lancer le script sql suivant : set ORACLE_SID=SVXARCPP sqlplus /nolog connect sys/ as sysdba @Z:\oracle\backup\SVXARCPP\dpdump\update_user_password_SVXARCPP.sql exit Mettre le mot de passe du compte SVX_CH dans le fichier de password général et dans le fichier update_user_password_SVXARCPP.sql Vérifier l’espace disponible sur les tablespaces S’assurer qu’il y a suffisamment d’espace disponible sur les tablespaces suivants de la base SVXARCPP : Au moins 40 Go de libre sur le tbs SVX_CH_DATA. Au moins 10 Go de libre sur le tbs SVX_CH_INDEX Au moins 30 Go de libre sur le tbs SVX_CH_DATA_BIG Au moins 15 Go de libre sur le tbs SVX_CH_INDEX_BIG Vous pouvez verifier via la requête suivante : set ORACLE_SID=SVXARCPP sqlplus sys/as sysdba SET PAGESIZE 200 SET LINESIZE 200 COL TABLESPACE_NAME FORMAT A35 COL "FILE SIZE" FORMAT A10 COL "SIZE USED" FORMAT A10 COL "SIZE FREE" FORMAT A10 SELECT A.TABLESPACE_NAME, SYS.DBMS_RCVMAN.NU...
ALIZENT ORACLE.12C For Linux Installation and Migration v1
English
eric.vagao@eu.corp.airliquide.com
20
Eric VAGAO
Uncategorized
Published
2025-07-28 22:52:15
8
IT Knowledge
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GIO-CS-EUR-ALZI-DATABASE-L3
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by'ALIZENT International. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Circuit de validation Version Rédigé par Date Vérifié par Date Approuvé par Date 1 HALAL Noureddine 24/09/2019 ANNIBAL Julien Marie Astrid Gerbier 24/09/2019 24/09/2019 François RENAULT 24/09/2019 2 3 Metadatas Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 2 2 FIELDS OF APPLICATIONS 2 3 DÉFINITIONS 2 4 REFERENCES AND ASSOCIATED DOCUMENTS 2 5 COMPETENCY REQUIREMENTS 2 6 PREREQUISITES 2 7 ORACLE 12CR2 ENGINE INSTALLATION FOR LINUX 3 7.1 Download Oracle engine source 3 7.2 Install Oracle 12CR2 engine 3 8 UPGRADE DATABASE (TO NON-CDB) 9 8.1 RMAN Backup. 9 8.2 Pre-upgrade database. 10 8.3 Upgrade database. 16 9 CREATE A MULTI TENANT DATABASE IN ORACLE 12 C 24 10 MIGRATE A NON-CONTAINER DATABASE TO A PLUGGABLE DATABASE (PDB) 26 8.1 RMAN Backup 26 8.2 Plug non-CDB database to CDB database 28 10 MIGRATION ROLLBACK 30 10 ANNEXE 0 – REVISION TABLE 31 11 ANNEXE 1 – ALIZENT USERS 31 1 PURPOSE This document describes the main operating processes to migrate an Oracle Database in 11GR2 version to 12CR2 version in Linux environment. The main topics described here are : Engine installation Linux environment. Upgrade Oracle database in 11GR2 version to 12CR2 version Linux environment. 2 FIELDS OF APPLICATIONS This procedure is intended for any ALIZENT DBA who will make the Oracle upgrade in Linux environment. 3 DÉFINITIONS Oracle Database : Relational database edited by Oracle Corporation. RMAN : Recovery Manager edited by Oracle Corporation. It is a backup/restoration tool used only for Oracle databases. 4 REFERENCES AND ASSOCIATED DOCUMENTS Oracle official engine installation Linux: https://docs.oracle.com/en/database/oracle/oracle-database/12.2/ladbi/index.html Oracle official database upgrade : https://docs.oracle.com/en/database/oracle/oracle-database/12.2/upgrd/index.html 5 COMPETENCY REQUIREMENTS Only DBA operator. 6 PREREQUISITES An upgrade Oracle version must be planified by a validated change. 7 ORACLE 12CR2 ENGINE INSTALLATION FOR LINUX 7.1 Download Oracle engine source The latest version of Oracle is 12.2.0.1. You can download the Oracle source on Oracle site : https://www.oracle.com/technetwork/database/enterprise-edition/downloads/oracle12c-linux-12201-3608234.html It is necessary to have an Oracle account to download the source. The source was already downloaded (linuxx64_12201_database.zip) and you can find it on this shared Alizent storage : \\172.31.103.16\Services\DTE\Database\ORACLE\OPERATION-CHANGE\Upgrade_moteur\Oracle 12.2 7.2 Install Oracle 12CR2 engine Install prerequisites Check the recommended specifications/prerequisites system packages, kernel parameters and system security limits, for Oracle database 12c Release Unzip the software All actions are done on the target server Linux. Connect to the server with ssh, create a directory where we can copy the zip file, choose a disk to unzip source linuxx64_12201_database.zip with a minimum of 10 Go free. For example, in directory /orabackup we have 207 Go available space, we create a directory Scr12C: cd /orabackup mkdir Src12C cd Src12C Copy the ZIP file with an ftl client in Src12C and execute the command unzip A new directory database is created. Install Software To use the graphical mode click on the link below and follow the procedure https://aodocs.altirnao.com/?locale=fr_FR&aodocs-domain=airliquide.com#Menu_viewDoc/LibraryId_PeIxvD5y8HLi0RYZPK/ViewId_PjO16X80000002kXmT/DocumentId_R6XLS1L7bBrRZNzdMi/Filter_%7B%22PoInDBwAfq69pHG25S%22:%22PjNxhAiwMUOkFcU5NC.PoIlT8uvlhOkcfNX8M.PpL1MxR7PZYJwSD8FL.QYshJqj1OkgouLwVA9%22%7D Fews seconds later, Oracle menu is launched, follow the steps below to install engine 12CR2 : Step 1 : installation option -Remove option to receive security updates, click on Next button and confirm by Yes Step 2 : database install option -Choose Install database software only and click next For Install type : - Choose Single instance database installation and click Next Step 3 : Database Edition - Choose Standard Edition or Enterprise Edition according with your database edition and click Next For information, in Paris Alizent, Oracle databases on LinuxOS are in Standard Edition. Step 4 : Installation Location Oracle base : choose your Oracle Base Software location : choose your software location and click Next For information, in Paris Alizent, for Oracle databases on OS Server, we have : Oracle base : /orasoft/oracle Software location : /orasoft/oracle/product/12.2.0.1/dbhome Be careful to create this directory before. Step 6 : Summary Verify prerequisites and summary if errors correct its. Click Install Step 7 : Finish Verify that installation is successful 8 UPGRADE DATABASE (TO NON-CDB) 8.1 RMAN Backup. Backup the database with rman (cold backup) before starting the upgrade process. In the event of a failure, you will need this backup to allow you to recreate your starting point RMAN cold backup example : Step 1 : set your environment Command . oraenv Step 2 : mount the database on the instance To take a cold backup , the database must be on mode mount Commands: sqlplus / as sysdba shutdown immediate; startup mount; EOF Step 3 : make a cold backup Remark: In Oracle Standard Edition, parallelism can not be used. Commands: rman target / run { allocate channel c1 device type disk; allocate channel c2 device type disk; allocate channel c3 device type disk; allocate channel c4 device type disk; backup as compressed backupset FORMAT '/orabackup/SCAMIG/rman/SCAMAIG_RMAN_BACKUP_FULL_%t_set%s_piece%p_dbid%I' tag 'COLD_BCK_FULL' database ; backup current controlfile format '/orabackup/SCAMIG/rman/SCAMIG_RMAN_BACKUP_CTL_%t_S_%s_P_%p'; release channel c1; release channel c2; release channel c3; release channel c4; } alter database open; 8.2 Pre-upgrade database. Apply this method below, step by step : Step 1 : set env target database 11G and create a pfile. Commands: sqlplus / as sysdba create pfile='\database\init.ora' from spfile; set ORACLE_HOME=/orasoft/oracle/product/11.2.0.4/rdbms set PATH=%ORACLE_HOME%\bin;%PATH%set ORACLE_SID=SCAMIG Step 2 : Execute dpupdiag.sql This script must be run in SQL*Plus both before the upgrade on the source database and after the upgrade on the upgraded database connected as SYS user. This will help to determine the status of the database before and after upgrade.Note 556610.1The script dpupgdiag.sql is stored in \\172.31.103.16\Services\DTE\ORACLE\OPERATION-CHANGE\Upgrade_moteur\Oracle 12.2\\Migration One-Tenant Create a migration directory for the log. Commands: sqlplus / as sysdba @disk:\dpupdiag.sql put migration directory Check the log output in migration directory. If any errors, correct it. Step 3 : preupgrade 12c Preupgrade tool is available under new $ORACLE_HOME/rdbms/admin Commands: cd ORACLE_HOME_12C\rdbms\admin java -jar preupgrade.jar FILE TEXT DIR FILE TEXT DIR ⇒ directory log Example java -jar preupgrade.jar FILE DIR /home/oracle/Migration_12cCheck DIRECTORY_LOG/preupgrade.log and resolve problems if necessary. In our example we need to : run preupgrade_fixups.sql execute some actions (see from step 4 to step X) Step 4 : Purge the recyclebin Commands: sqlplus / as sysdba purge DBA_RECYCLEBIN; Step 5 : remove Enterprise Manager, even if it is not existing Copy the $ORACLE_HOME/rdbms/admin/emremove.sql script from the target 12.2.0.1.0 ORACLE_HOME into the source 11.2.0.4.0 ORACLE_HOME. Step 1: If database control is configured, stop EM Database Control, using the following command $> emctl stop dbconsole Step 2: Connect to the database using the SYS account AS SYSDBA Commands: SQLPLUS / AS SYSDBA SET ECHO ON; SET SERVEROUTPUT ON; @ORACLE_HOME_12C\rdbms\admin\emremove.sql. Verify this operation successfulness. Step 6 : Switch off Exclusive Mode prior to the upgrade If you have user accounts that have only the case-insensitive 10G password version, then you must choose between 2 solutions : upgrade password OR expire Exclusive Mode. We choose to upgrade password. For more information see below. SQL*Plus>SELECT USERNAME FROM DBA_USERS WHERE ( PASSWORD_VERSIONS = '10G ' OR PASSWORD_VERSIONS = '10G HTTP ') AND USERNAME <> 'ANONYMOUS'; USERNAME -------------------- HP_DBSPI SQL*Plus>alter user HP_DBSPI identified by Kssi0P; User altered. SQL*Plus>alter user HP_DBSPI password expire; User altered. SQL*Plus>exit $ sqlplus HP_DBSPI/Kssi0P SQL*Plus: Release 11.2.0.4.0 Production on Wed Sep 11 14:26:44 2019 Copyright (c) 1982, 2013, Oracle. All rights reserved. ERROR: ORA-28001: the password has expired Changing password for HP_DBSPI New password: Retype new password: Password changed Step 7 : execute dictionary gather stat Commands: sqlplus / as sysdba exec DBMS_STATS.GATHER_DICTIONARY_STATS; Step 8 : Verify and recompile invalid objects Commands: sqlplus / as sysdba sqlplus / as sysdba set pages 500 lines 180col owner for a30col object_name for a60col object_type for a30select owner,object_name,object_type from dba_invalid_objects; @?/rdbms/admin/utlrp SET SERVEROUTPUT ON; EXECUTE DBMS_PREUP.INVALID_OBJECTS; If we have the invalid objects,see with team applicatif. Step 9 : Remove OLAP Catalog Starting with Oracle Database 12c, the OLAP Catalog (OLAP AMD) is desupported and will be automatically marked as OPTION OFF during the database upgrade if present. Oracle recommends removing OLAP Catalog (OLAP AMD) before database upgrade. Commands: sqlplus / as sysdba @?/olap/admin/catnoamd.sql Step 10 : Verify Archive log dest size Commands: sqlplus / as sysdba archive log list ! df -h /orafra/oracle/SCAMIG/fast_recovery_area Step 11 : Re-execute Preupgrade_fixups.sql sqlplus / as sysdba @DIRECTORY_LOG\preupgrade_fixups.sql Resolve problem if necessary. For information apex_upgrade_msg is Oracle Application Express and not really important JVM_MITIGATION_PATCH If you plan on cont...
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'Air Liquide Services. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 29/11/2017 Marie-Astrid GERBIER Gladys RENAULT 27/03/2018 27/03/2018 François RENAULT 09/03/2018 2 Cyrille COGNEVILLE 07/02/2019 Marie-Astrid GERBIER 26/02/2019 François RENAULT 12/02/2019 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 3 2 FIELDS OF APPLICATION 3 3 DEFINITIONS 3 4 REFERENCES AND ASSOCIATED DOCUMENTS 3 5 COMPETENCY REQUIREMENTS 3 6 ORACLE DATABASE ARCHITECTURE 4 6.1 General Server Cartography 4 6.2 Oracle engine binaries storage 4 6.3 Database storage 4 6.4 Archivelog storage 5 6.5 Backup storage 5 6.6 Exploitation storage 5 6.7 Options and packages Oracle 5 7 BACKUP PROCESSES 7 7.1 Full Backups 7 7.2 Archivelog Backups 7 7.3 Delete obsolete backups 7 7.4 RMAN Configuration 8 8 MONITORING PROCESSES 9 9 SERVITUDES PROCESSES 12 9.1 Gather dictionary statistics 12 9.2 Alerting FRA 12 9.3 Oracle rotation 12 9.4 Oracle ADRCI purge 13 9.5 Log backup purge 13 9.6 Recyclebin purge 13 9.7 Backup verification 13 9.8 Tablespaces verification 14 9.9 RMAN/EXPORT scripts 14 9.10 Stop/Start/Switch scripts 14 9.11 Force FRA purge scripts 15 9.12 Duplicate scripts 15 9.13 SQL facilities 15 10 ANNEX 0 – REVISION TABLE 17 11 ANNEX 1 – AL SERVICES USERS 17 1 PURPOSE This document describes the main operating processes for ALIZENT Oracle production databases on Linux system. The main topics described here are : Oracle database architecture Backup processes Monitoring processes Servitudes processes Others scripts 2 FIELDS OF APPLICATION This procedure is intended for any ALIZENT DBA or support operator who may work on any Oracle production database servers. It is also considered as a template for any new Oracle database implementation on Linux. 3 DEFINITIONS Oracle Database : Relational database edited by Oracle Corporation. RMAN : Recovery Manager edited by Oracle Corporation. It is a backup/restoration tool used only for Oracle databases. TSM : backup tools edited by IBM. 4 REFERENCES AND ASSOCIATED DOCUMENTS None 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for monitoring and updating the document Support Operator Check the contents of the document and trace any malfunctions or modifications. Integrator Responsible for document compliance. 6 ORACLE DATABASE ARCHITECTURE 6.1 General Server Cartography Disks Volume Group / Logical Volume Size Mount Point Type Internal Volume used for Oracle and application scripts vg_oraexploit-lv_oraexploit 50 Go /oraexploit ext4 LUN (SAN) Volume used for Oracle data files vg_orabase-lv_orabase xxxGo /orabase ext4 Internal Volume used for Oracle engine binaries vg_system-lv_root 50Go /orasoft/oracle/product//rdbms ext4 Internal Volume used for database backups (RMAN or datapump) vg_orabackup-lv_orabackup xxx Go /orabackup ext4 LUN (SAN) Volume used for Oracle archivelogs vg_orafra-lv_orafra xxx Go /orafra ext4 6.2 Oracle engine binaries storage The Oracle engine is located in the root fs in this directory : /orasoft/oracle/product//rdbms Example of Oracle version: 11.2.0.4 or 12.2.0.1 6.3 Database storage Applications data and index tablespaces , SYSTEM and SYSAUX tablespaces are set in the directory : /orabase/oracle//oradata/dbf UNDO tablespace is set in the directory : /orabase/oracle//oradata/und Temp tablespaces are set in the directory : /orabase/oracle//oradata/tpf Controlfiles are set in the directory (2 controlfiles): /orabase/oracle//oradata/ctl Redologs are set in the directory (3 groups of 2 members) : /orabase/oracle//oradata/rdo Standby redologs are set in the directory (4 members) : /orabase/oracle//oradata/stb_rdo 6.4 Archivelog storage ALIZENT politic for Oracle databases in archivelog mode is to use the FRA (Fast Recovery Area) proposed by the editor. The FRA storage directory is /orafra/oracle//fast_recovery_area. When the Oracle instance parameter DB_RECOVERY_FILE_DEST is configured to : DB_RECOVERY_FILE_DEST=/orafra/oracle//fast_recovery_area a subdirectory /archivelog is then created. Everyday, a new subdirectory (AAAA_MM_DD) is automatically created to host the archivelogs of that day. 6.5 Backup storage All RMAN backups or datapump on disks are stored in the directory /orabackup. Be careful, this directory is only used for occasional backups. It must not be used for the standard and daily backup process. 6.6 Exploitation storage The database and application exploitation scripts are set in the directory : /oraexploit/oracle Database exploitation scripts are set in the main directory /oraexploit/oracle/adm. Subdirectories log, scripts, sql hosts exploitations database tools. Applications scripts (for changes or other operations) are set in directory /oraexploit/oracle/. 6.7 Options and packages Oracle According to environment, it is important to activate/deactivate Oracle options and packages to keep our licensing compliance. To check packages and options in used, apply metalink note ID 1317265.1 execute script sql : options_packs_usage_statistics.sql Package Diagnostic + Tunning pack Parameters possibilities : NONE – Diagnostic and Tuning Packs are disabled. DIAGNOSTIC – Diagnostic Pack is enabled. DIAGNOSTIC + TUNING – Diagnostic and Tuning Pack are enabled. This is the default parameter. To check : show parameter control_management_pack_access; To modify with one value : alter system set control_management_pack_access=VALUE; 2 solutions to deactivate options : Solution 1 : --------------------- Since 11.2 version use CHOPT utility. CHOPT can disable some options but not all. For the other option use Solution 2. Shutdown all databases using the ORACLE_HOME. Oracle Data Mining ===> dmDatabase Vault ===> dv Oracle OLAP ===> olapOracle Label Security ===> lbacOracle Partitioning ===> partitioningReal Application Testing ===> ratAdvanced Analytics ===> oaaDatabase Extensions for .NET 1.x ===> ode_netDatabase Extensions for .NET 2.0 ===> ode_net_2 Solution 2 : --------------------- Relink command OS. Disadvantage : you must shutdown all databases, listener, Oracle components running from Oracle Database Home. Shutdown all database instance(s)/service(s) running from the Oracle Database Home.cd $ORACLE_HOME/rdbms/lib make -f ins_rdbms.mk option ioracle Database_Option ON - OFF Data Mining : dm_on - dm_off Data Mining Scoring Engine: dmse_on - dmse_off Database Vault : dv_on - dv_off Label Security : lbac_on - lbac_off Partitioning : part_on - part_off Real Application Clusters : rac_on - rac_off Spatial : sdo_on - sdo_off Real Application Testing : rat_on - rat_off OLAP : olap_on - olap_off Auto Storage Management : asm_on - asm_off Context Management Text :- ctx_on - ctx_off Solution 1 : ------------------- chopt
KB0025211
ALIZENT Purge_ODI_Servitrax_Preprod_11g_2016
English
eric.vagao@eu.corp.airliquide.com
4
Eric VAGAO
Uncategorized
Published
2025-07-28 19:12:51
7
IT Knowledge
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Circuit de validation Version Rédigé par Date Vérifié par Date Approuvé par Date 1 François Renault 11/08/2016 Cyrille Cogneville Céline PARIS jj/mm/aaaa ??? jj/mm/aaaa 2 3 Table des versions Annexe 0 MOTS CLES Linux, Red Hat 6, Oracle 11g, Refresh, RMAN, Purge, ODI 1. Objet 3 2. CHAMP D’APPLICATION 3 3. DOCUMENTS DE REFERENCE 3 4. QUELQUES DEFINITIONS 3 5. COMPETENCE ET RESPONSABILITES 4 6. Methologie 5 7. PRE-REQUIS 6 8. Rafraîchissement de la base SERVITRAX de pré-production avec les données de la production 7 9. Rafraîchissement de la base d’archivage de pré-production avec les données de la production 7 9.1. Export datapump de la base d’archive de production 7 9.2. Transférez le fichier dump d’export sur EUR3-PP-SVXARC1 8 9.3. Drop des schemas applicatifs sur la base de pré-production 8 9.4. Import datapump dans la base de pré-production 9 9.5. Changer les password des schémas de la base de pré-production 9 10. Rafraîchissement de la base de test SERVITRAX avec les données de la PRE-production 9 11. Appliquer les scripts de pré-purge 10 11.1. Copie des scripts sur la pré-production SERVITRAX 10 11.2. Copie des scripts sur la pré-production d’archivage SERVITRAX 11 11.3. Copie des scripts sur la pré-production du client ODI 12 11.4. Excécution des scripts sur la pré-production SERVITRAX 12 11.5. Exécution des scripts sur la pré-production d’archivage SERVITRAX 13 11.6. Importation des scénarios de purge sur la pré-production du client ODI 14 12. Préparation de la base de pré-production SERVITRAX 15 12.1. Arrêter le dataguard 15 12.2. Mettre le paramètre job_queue_processes à 0 16 12.3. Mettre la base MAIN de pré-production en NOARCHIVELOG 16 12.4. Mettre au status deferred la destination des archivelogs pour la standby 17 12.5. Supprimer le mode force_logging 17 12.6. Créer un tablespace temporaire dédié au compte ODI_WORK 17 12.7. Augmenter la taille du tablespace ODI_WORK_STG_DATA 18 12.8. Augmenter la taille du tablespace ODI_WORK_STG_INDEX 18 12.9. Ne conserver qu’un fichier par group de redolog 19 12.10. Créer 3 groupes de gros redolog pour limiter les checkpoints 19 12.11. Verrouiller les comptes applicatifs en SVX% 20 13. lancement du scénario d’initialisation des variables 20 14. lancement du scénario de purge 21 15. operation post purge de la base de pré-production SERVITRAX 22 15.1. Lancer le script de mesure de la purge 22 15.2. Mettre le paramètre job_queue_processes à 1 23 15.3. Mettre la base MAIN de pré-production en ARCHIVELOG 23 15.4. Mettre au status VALID la destination des archivelogs pour la standby 24 15.5. Positionner le mode force_logging 24 15.6. Supprimez le tablespace temporaraire dédié à la purge 24 15.7. Retailler la taille du tablespace ODI_WORK_STG_DATA 25 15.8. Retailler le tablespace ODI_WORK_STG_INDEX 25 15.9. Remettre 2 fichiers par group de redolog 25 15.10. Supprimez les 3 groupes de gros redolog creés pour limiter les checkpoints 25 15.11. Déverrouiller les comptes applicatifs en SVX% 26 15.12. Recréer le dataguard 26 ANNEXE 0 – Table des versions 27 ANNEXE 1 – ACTEURS ISIS CONCERNES 27 Objet La présente documentation décrit la procédure de purge de la base SERVITRAX de pré-production. Elle s’exerce notamment tous les ans lors des préproductions de la purge ODI de la base SERVITRAX de production. CHAMP D’APPLICATION Cette procédure est destinée à tous les administrateurs bases de données suceptibles de procéder à une purge des bases SERVITRAX de production ou de pré-production. DOCUMENTS DE REFERENCE N/A QUELQUES DEFINITIONS ALS : Air Liquide Services Base de données : Système de stockage de données structuré et organisé de façon à optimiser la redondance des données et leur accès. Oracle Database : Système de gestion de base de données relationnelle édité par Oracle Corporation. Net Services (ou Oracle Net) : Couche de communication réseau d’Oracle. Listener : Processus d'écoute d'une base de données. Il reçoit les demandes de connexion des clients et autorise les connexions à la base. RMAN : Recovery Manager, édité par Oracle Corporation, est un outil de sauvegarde et de restauration de base de données. Il permet également de restaurer un fichier de base de données (datafile, spfile, controlfile). TSM : outil de backup. COMPETENCE ET RESPONSABILITES Acteurs Responsabilités Administrateur DBA (rédacteur) Réaliser le document d’installation dans son domaine de compétence. Responsable du suivi et des mises à jour. Responsable projet & Expert DBA Vérifier le contenu du document et remonter d’éventuels disfonctionnements ou modifications. Vérifier que le contenu du document est en adéquation avec son projet. Intégrateur (prestataire possible) Une interaction forte doit se créer entre le responsable de ce document et l’intégrateur afin d’arriver à obtenir un document d’installation sans coquille. Responsable de la conformité du document. Methologie La méthode utlisée pour la purge ODI de la base de pré-production SERVITRAX est la suivante : Rafraîchissement de la base SERVITRAX de pré-production avec les données de la production. Rafraîchissement de la base d’archivage SERVITRAX de pré-production avec les données de la production. Rafraîchissement de la base de test SERVITRAX de pré-production avec les données de la pré-production SERVITRAX. Lancement des scripts de pré-purge livrés par la société ZEN CONSEIL. Configuration de l’ODI avec le nouveau scénario de purge. Lancement de la purge ODI. PRE-REQUIS Pour une bonne compréhension des différentes étapes, il est indispensable de prendre connaissance du document : ODI.Exploitation_Manuel_operateur.docx où sont décrits les architectures de production et de pré-production des bases SERVITRAX. Pour rappel les bases de production et de pré-production SERVITRAX sont en architecture Dataguard. La base de test SERVITRAX est en architecture Standalone. Les scénarios et pré-requis de la purge ODI sont livrés par la société ZEN CONSEIL, dont voici le contact principal : Gael Schefson (gschefson@zen-conseil.com) Tél : 06 22 14 29 61 Dans ce document, l’environnement technique est le suivant : nom de la machine hébergeant la base MAIN de production SERVITRAX : EUD3-PR-SVXMAIN nom de la base base MAIN de production SERVITRAX : SVXMAIPR nom de la machine hébergeant la base Standby de production SERVITRAX : EUR3-PR-SVXADTG nom de la base base MAIN de production SERVITRAX : SVXMAIPR nom de la machine hébergeant la base MAIN de pré-production SERVITRAX : EUR3-PP-SVXMAIN nom de la base base MAIN de production SERVITRAX : SVXMAIPP nom de la machine hébergeant la base Standby de pré-production SERVITRAX : EUD3-PP-SVXADTG nom de la base base MAIN de production SERVITRAX : SVXMAIPP nom de la machine hébergeant la base de test SERVITRAX : EUR3-TS-SVXORA1 nom de la base base de test SERVITRAX : SVXMAITM nom de la machine hébergeant la base d’archivage de pré-production SERVITRAX : EUR3-PP-SVXARC1 nom de la base base de pré-production d’archivage SERVITRAX : SVXARCPP nom de la machine hébergeant l’ODI Studio de pré-production : EUR2-PP-SVXODI1 nom de la machine de développement utilisée par ZEN CONSEIL : A définir nom de la machine qui nous servira de passerelle pour copier des fichiers : EUR3-PR-CONADM1 L’objectif est de mettre en place les environnements de pré-production et de test en phase avec celui de production, puis de lancer la purge avec l’outil ODI. Rafraîchissement de la base SERVITRAX de pré-production avec les données de la production Il s’agit de restaurer la base de pré-production SVXMAIPP sur EUR3-PP-SVXMAIN à partir de la base de production : SVXMAIPR sur EUD3-PR-SVXMAIN Cette étape se fait via une restore RMAN avec TSM. La procédure est détaillée dans le document : BaseDeDonnées.Exploitation_Refresh_Servitrax_11g _avecTSM.docx Remarque : une fois rafraîchie, il est inutile de reconstruire la base DATAGUARD SERVITRAX de pré-production. En effet, avant la purge, la base MAIN de pré-production sera mise en mode NOARCHIVELOG. Il faudra donc reconstruire sa base STANDBY. Rafraîchissement de la base d’archivage de pré-production avec les données de la production Il s’agit de restaurer la base de pré-production SVXARCPP sur EUR3-PP-SVXARC1 à partir de la base de production : SVXARCPR sur EUD3-PR-SVXARC1 Cette étape se fait via un export/import datapump. Export datapump de la base d’archive de production Aller sur la machine EUD3-PR-SVXARC1 (machine Windows). Ouvrir une interface de commande windows. Positionnez l’environnement pour pointer sur la base Oracle SVXARCPP : set ORACLE_SID=SVXARCPP Se positionner dans le répertoire : Z: cd c:\oracle\backup\SVXARCPR\dpdump Lancer le script : exp_full_SVXARCPR.cmd Pour information, le fichier fichier de configuration du datapump contient les options suivantes : directory=EXPDP dumpfile=SVXARCPR_FULL_20160610.DMP logfile=exp_SVXARCPR_FULL_20160610.LOG EXCLUDE=SCHEMA:"IN ('DBSNMP','SYSMAN','WMSYS','OUTLN','SYS','SYSTEM','TSMSYS','DIP','ORACLE_OCM')" EXCLUDE=STATISTICS content=all full=Y flashback_time="to_timestamp(to_char(sysdate,'DD/MM/YYYY HH24:MI:SS'), 'DD/MM/YYYY HH24:MI:SS')" with value /orasoft/oracle La directory EXPDP pointe sur le répertoire : Z:\oracle\backup\SVXARCPR\dpdump Vous y retrouverez donc le fichier log de l’export Full de la base. Transférez le fichier dump d’export sur EUR3-PP-SVXARC1 Il s’agit de transférer le fichier d’export de la base d’archive de production sur la machine de pré-production afin d’importer les données de production dans la base de pré-production. Se connecter sur le serveur Windows EUD3-PR-CONADM1 qui va nous servir de passerelle entre les serveurs EUD3-PR-SVXARC1 (où le datapump a été généré) et le serveur EUR3-PP-SVXARC1 (où l’on doit copier le fichier dump). Ouvrir une fenêtre de commande DOS. Y lancer la commande suivante en spécifiat le nom du fichier d’export généré précédemment: copy \\Eud3-pr-svxarc1\Z$\oracle\backup\SVXARCPR\dpdump\SVXARCPR_FULL_.DMP \\Eur3-pp-svxarc1\z$\oracle\backup\SVXARCPP\dpdump\SVXARCPR_FULL_.DMP Le transfert dure environ 30 minutes. Drop des schemas applicatifs sur la base de pré-production Se connecter sur le server EUR3-PP-SVXARC1 (serveur Windows). Ouvrir une fenêtre de commande DOS. Connectez vous à la base SVXARCPP : set ORACLE_SID=SVXARCPP sqlplus /nolog connect sys/ as sysdba Déterminer les comptes applicatifs à supprimer : select username from dba_users where username not in ('ANONYMOUS','APEX_030200','APEX_PUBLIC_USER','APPQOSSYS','AWR_STAGE','CSMIG','CTXSYS','DBSNMP','DIP','DMSYS','DSSYS','EXFSYS','FLOWS_FILES','LBACSYS','MDSYS','MGMT_VIEW','ORACLE_OCM','ORDPLUGINS','ORDDATA','ORDSYS','OUTLN','PERFSTAT','PRECISE','SI_INFORMTN_SCHEMA','SYS','SYSMAN','SYSTEM','TSMSYS','TRACESVR','WMSYS','XDB','XS$NULL'); USERNAME --------------- ODI_WORK SVX_ARC_02 SVX_ARC conn Dropper les comptes applicatifs drop user ODI_WORK cascade; drop user SVX_ARC_02 cascade; drop user SVX_ARC cascade; drop user SVX_CH cascade; Import datapump dans la base de pré-production Se connecter sur le server EUR3-PP-SVXARC1 (serveur Windows). Editez le fichier : Z:\oracle\backup\SVXARCPP\dpdump\imp_full_SVXARCPP.par Modifier le nom du fichier dump à importer ainsi que le nom du fichier log. directory=EXPDP dumpfile=SVXARCPR_FULL_20160610.DMP logfile=imp_SVXARCPP_FULL_20160610.LOG schemas=(ODI_WORK,SVX_ARC,SVX_ARC_02,SVX_CH) Ouvrez une fenêtre de commande DOS. Se déplacer sur le répertoire : Z:\oracle\backup\SVXARCPP\dpdump Z: cd Z:\oracle\backup\SVXARCPP\dpdump Exécutez le fichier : imp_full_SVXARCPP.cmd Au prompt, saisissez le mot de passe du compte oracle SYSTEM de la base. L’import est lancé. Il dure environ : 01h30. Changer les password des schémas de la base de pré-production Se connecter sur le server EUR3-PP-SVXARC1 (serveur Windows). Après l’import au point précédent, les schémas importés : ODI_WORK, SVX_ARC, SVX_ARC_02, SVX_CH ont récupéré les password de la base d’archive de production. Afin de réinitialiser les mots de passe de ces comptes, lancer le script sql suivant : set ORACLE_SID=SVXARCPP sqlplus /nolog connect / as sysdba @Z:\oracle\backup\SVXARCPP\dpdump\update_user_password_SVXARCPP.sql exit Mettre le mot de passe du compte SVX_CH dans le fichier de password général et dans le fichier update_user_password_SVXARCPP.sql Rafraîchissement de la base de test SERVITRAX avec les données de la PRE-production Il s’agit de restaurer la base de test SVXMAITM sur EUR3-TS-SVXORA1 à partir de la base de pré-production : SVXMAIPP sur EUR3-PP-SVXMAIN Cette étape se fait via un DUPLICATE RMAN FROM ACTIVE DATABASE. La procédure est détaillée dans le document : BaseDeDonnées.Exploitation_Refresh_Servitrax_Base_Test_11g _avecDuplicate.docx Appliquer les scripts de pré-purge La société ZEN CONSEIL, qui développe les scénarios de purge de la base SERVITRAX via l’ODI, fourni un ensemble de scripts (sql, export/import, scénarios ODI) de préparation à appliquer sur : La base SERVITRAX (SVXMAIPP sur EUR3-PP-SVXMAIN) La base d’archivage SERVITRAX (SVXARCPP sur EUR3-P...
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by ALIZENT International. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 20/08/2018 Marie-Astrid GERBIER 15/10/2018 François RENAULT 09/10/2018 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 2 2 FIELDS OF APPLICATION 2 3 DEFINITIONS 2 4 REFERENCES AND ASSOCIATED DOCUMENTS 2 5 COMPETENCY REQUIREMENTS 3 6 DATABASE MIGRATION METHOD WITH NATIVE BACKUP/RESTORE SQLSERVER COMMANDS 4 6.1 Limitations with native backup/restore method 4 6.2 On Premise SQLServer: get information from source database 4 6.3 On AWS: create the new target RDS instance 4 6.4 On Premise Application server: shutdown application 5 6.5 On Premise SQLServer : make a backup 5 6.6 Transfer backup from On-Premise SQLServer to a shared device 5 6.7 Transfer backup from shared device to AWS S3 Bucket 5 6.8 Restore the downloaded backup on the AWS RDS instance 5 6.9 Get On-Premise logins to create on the new AWS RDS instance 6 6.10 Get On-Premise users habilitations/mappage and apply them to the new AWS RDS instance 9 6.11 On Premise Sql server : stop source database 13 7 ANNEX 0 – REVISION TABLE 14 8 ANNEX 1 – AL SERVICES USERS 14 1 PURPOSE This document describes how to migrate an SQLServer instance from an on-premise architecture to an RDS service AWS. The AWS documentation: https://docs.aws.amazon.com/AmazonRDS/latest/UserGuide/SQLServer.Procedural.Importing.html provides 2 solutions : Native backup restore SQLServer with .bak files : to use when on-premise database server is not visible from AWS interface. AWS Database Migration Service (AWS DMS) : to use when on premise database is visible from AWS interface. On Alizent environments, it is not possible for on premise server to reach an internet platform. For that reason, this document explores only the native backup restore solution. For information, advantages and inconvenients of both solutions : Advantages Inconvenients Native backup restore Classic procedure known by any DBA. Application and database must be closed during operation. AWS DMS Continue flow until cut over. Heavy manipulation particularly with network. To apply this document, it is necessary (mandatory) to have knowledge of this Alizent internal document : Database.PMO.H.DI.AWS.RDS.MSSQL.General.Exploitation 2 FIELDS OF APPLICATION This procedure is intended for any ALIZENT DBA.. 3 DEFINITIONS SQL Server Database : Relational database edited by Microsoft Corporation. SSMS : SQL Server Management Studio, graphic client for SQL Server Database.. AWS RDS : Amazon Relational Database Service (Amazon RDS) is a web service that makes it easier to set up, operate, and scale a relational database in the cloud. 4 REFERENCES AND ASSOCIATED DOCUMENTS Database.PMO.H.DI.AWS.RDS.MSSQL.General.Exploitation 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for executing and updating the document 6 DATABASE MIGRATION METHOD WITH NATIVE BACKUP/RESTORE SQLSERVER COMMANDS The following diagram shows the supported scenario : 6.1 Limitations with native backup/restore method Before applying this method, it is necessary to check for these restrictions: You can't back up to, or restore from, an Amazon S3 bucket hosted in a different AWS Region than your Amazon RDS DB instance. It is recommended that you don't restore a backup file from one time zone to a different time zone. You can't restore databases larger than 4 TB in size. 6.2 On Premise SQLServer: get information from source database Connect to your on-premise instance and target database. Identify relevant information about the database : Time zone Collection set Version Size of filegroup and logfile These informations are needed to create the new target AWS RDS instance. 6.3 On AWS: create the new target RDS instance Connect to AWS, choose RDS service and create an instance Sql server with the previous relevant information from the on-premise source database. Choose a version egal or higher to the source database one. Mandatory : you need to add an option group including the option SQLSERVER_BACKUP_RESTORE for the current version. When all criteria are met, create the RDS instance. 6.4 On Premise Application server: shutdown application Ask the application team to close application customers access. 6.5 On Premise SQLServer : make a backup Connect to the on-premise instance and target database. Set target database on the restricted mode : ALTER DATABASE [target_db] SET RESTRICTED_USER Make a backup : BACKUP DATABASE [target_db] TO DISK =N'Drive:\target_db_AAAAA_MM_DD.bck' WITH COPY_ONLY 6.6 Transfer backup from On-Premise SQLServer to a shared device Connect to on premise MSQL server . Open share location from explorer : \\alidaho\partages\Services\DTE\Backup Transfer backup from server to share location. 6.7 Transfer backup from shared device to AWS S3 Bucket From your laptop, open an explorer and connect to the share location backup : \\172.31.103.16\Services\DTE\Backup Connect to AWS (with your account), choose S3 service and select a bucket dedicated for it (actually bucket globalsqlinfra). Upload backup file on the bucket with upload and drag and drop command : Always select Next until the upload starting (upload time depending of the backup size). 6.8 Restore the downloaded backup on the AWS RDS instance Connect to ALIDAHO jump server (EUD2-PR-CLOUDJMP1) dedicated for AWS and open SSMS. On SSMS connect to instance with the RDS endpoint and the sql account/password defined in 6.3 chapter. Open New Query and restore database with backup file in the S3 bucket : exec msdb.dbo.rds_restore_database@restore_db_name='basename',@s3_arn_to_restore_from='arn:aws:s3:::bucketname/backup_name.bck'; Exemple : exec msdb.dbo.rds_restore_database@restore_db_name=’Leelou’,@s3_arn_to_restore_from='arn:aws:s3:::globalsqlinfra/Leelou_20180816.bck'; For memory to consult task : exec msdb.dbo.rds_task_status @db_name='database_name' or exec msdb.dbo.rds_task_status 6.9 Get On-Premise logins to create on the new AWS RDS instance It is necessary to create SQL logins only on AWS RDS instance. Connect to Premise SQLServer and execute on master this query : USE master GO IF OBJECT_ID ('sp_hexadecimal') IS NOT NULL DROP PROCEDURE sp_hexadecimal GO CREATE PROCEDURE sp_hexadecimal @binvalue varbinary(256), @hexvalue varchar (514) OUTPUT AS DECLARE @charvalue varchar (514) DECLARE @i int DECLARE @length int DECLARE @hexstring char(16) SELECT @charvalue = '0x' SELECT @i = 1 SELECT @length = DATALENGTH (@binvalue) SELECT @hexstring = '0123456789ABCDEF' WHILE (@i <= @length) BEGIN DECLARE @tempint int DECLARE @firstint int DECLARE @secondint int SELECT @tempint = CONVERT(int, SUBSTRING(@binvalue,@i,1)) SELECT @firstint = FLOOR(@tempint/16) SELECT @secondint = @tempint - (@firstint*16) SELECT @charvalue = @charvalue + SUBSTRING(@hexstring, @firstint+1, 1) + SUBSTRING(@hexstring, @secondint+1, 1) SELECT @i = @i + 1 END SELECT @hexvalue = @charvalue GO IF OBJECT_ID ('sp_help_revlogin') IS NOT NULL DROP PROCEDURE sp_help_revlogin GO CREATE PROCEDURE sp_help_revlogin @login_name sysname = NULL AS DECLARE @name sysname DECLARE @type varchar (1) DECLARE @hasaccess int DECLARE @denylogin int DECLARE @is_disabled int DECLARE @PWD_varbinary varbinary (256) DECLARE @PWD_string varchar (514) DECLARE @SID_varbinary varbinary (85) DECLARE @SID_string varchar (514) DECLARE @tmpstr varchar (1024) DECLARE @is_policy_checked varchar (3) DECLARE @is_expiration_checked varchar (3) DECLARE @defaultdb sysname DECLARE @defaultlg sysname IF (@login_name IS NULL) DECLARE login_curs CURSOR FOR SELECT p.sid, p.name, p.type, p.is_disabled, p.default_database_name, l.language, l.hasaccess, l.denylogin FROM sys.server_principals p LEFT JOIN sys.syslogins l ON ( l.name = p.name ) WHERE p.type ='S' AND p.name <> 'sa' and p.is_disabled=0 ELSE DECLARE login_curs CURSOR FOR SELECT p.sid, p.name, p.type, p.is_disabled, p.default_database_name, l.language, l.hasaccess, l.denylogin FROM sys.server_principals p LEFT JOIN sys.syslogins l ON ( l.name = p.name ) WHERE p.type IN ( 'S', 'G', 'U' ) AND p.name = @login_name OPEN login_curs FETCH NEXT FROM login_curs INTO @SID_varbinary, @name, @type, @is_disabled, @defaultdb, @defaultlg, @hasaccess, @denylogin IF (@@fetch_status = -1) BEGIN PRINT 'No login(s) found.' CLOSE login_curs DEALLOCATE login_curs RETURN -1 END SET @tmpstr = '/* sp_help_revlogin script ' PRINT @tmpstr SET @tmpstr = '** Generated ' + CONVERT (varchar, GETDATE()) + ' on ' + @@SERVERNAME + ' */' PRINT @tmpstr PRINT '' WHILE (@@fetch_status <> -1) BEGIN IF (@@fetch_status <> -2) BEGIN PRINT '' SET @tmpstr = '-- Login: ' + @name PRINT @tmpstr IF (@type IN ( 'G', 'U')) BEGIN -- NT authenticated account/group SET @tmpstr = 'CREATE LOGIN ' + QUOTENAME( @name ) + ' FROM WINDOWS WITH DEFAULT_DATABASE = [' + @defaultdb + '], DEFAULT_LANGUAGE = [' + @defaultlg + ']' END ELSE BEGIN -- SQL Server authentication -- obtain password and sid SET @PWD_varbinary = CAST( LOGINPROPERTY( @name, 'PasswordHash' ) AS varbinary (256) ) EXEC sp_hexadecimal @PWD_varbinary, @PWD_string OUT EXEC sp_hexadecimal @SID_varbinary,@SID_string OUT -- obtain password policy state SELECT @is_policy_checked = CASE is_policy_checked WHEN 1 THEN 'ON' WHEN 0 THEN 'OFF' ELSE NULL END FROM sys.sql_logins WHERE name = @name SELECT @is_expiration_checked = CASE is_expiration_checked WHEN 1 THEN 'ON' WHEN 0 THEN 'OFF' ELSE NULL END FROM sys.sql_logins WHERE name = @name SET @tmpstr = 'CREATE LOGIN ' + QUOTENAME( @name ) + ' WITH PASSWORD = ' + @PWD_string + ' HASHED, SID = ' + @SID_string + ', DEFAULT_DATABASE = [' + @defaultdb + '], DEFAULT_LANGUAGE = [' + @defaultlg + ']' IF ( @is_policy_checked IS NOT NULL ) BEGIN SET @tmpstr = @tmpstr + ', CHECK_POLICY = ' + @is_policy_checked END IF ( @is_expiration_checked IS NOT NULL ) BEGIN SET @tmpstr = @tmpstr + ', CHECK_EXPIRATION = ' + @is_expiration_checked END END IF (@denylogin = 1) BEGIN -- login is denied access SET @tmpstr = @tmpstr + '; DENY CONNECT SQL TO ' + QUOTENAME( @name ) END ELSE IF (@hasaccess = 0) BEGIN -- login exists but does not have access SET @tmpstr = @tmpstr + '; REVOKE CONNECT SQL TO ' + QUOTENAME( @name ) END IF (@is_disabled = 1) BEGIN -- login is disabled SET @tmpstr = @tmpstr + '; ALTER LOGIN ' + QUOTENAME( @name ) + ' DISABLE' END PRINT @tmpstr END FETCH NEXT FROM login_curs INTO @SID_varbinary, @name, @type, @is_disabled, @defaultdb, @defaultlg, @hasaccess, @denylogin END CLOSE login_curs DEALLOCATE login_curs RETURN 0 GO -- execution exec sp_help_revlogin -- suppression des procedure IF OBJECT_ID ('sp_hexadecimal') IS NOT NULL DROP PROCEDURE sp_hexadecimal GO IF OBJECT_ID ('sp_help_revlogin') IS NOT NULL DROP PROCEDURE sp_help_revlogin GO Copy the result in your buffer. Connect to the AWS RDS instance and execute the result (past your buffer). Exemple : /* sp_help_revlogin script ** Generated Aug 23 2018 2:09PM on EUR3-PP-OPESQL1\INOPERATING */ -- Login: LeelouUser CREATE LOGIN [LeelouUser] WITH PASSWORD = 0x0200F7C1C406436AD7E31799FED026EFF7725036EF0617EC92B676E671BA12D0CF7BD3BE52A13030AFCD0B76B8F811D0A4A5EC37814DBC9CF6A2C9402A5D74F4882EAB49907F HASHED, SID = 0x8BB0AAED1D60C44CA0A6BCA8B9F56F46, DEFAULT_DATABASE = [Leelou], DEFAULT_LANGUAGE = [us_english], CHECK_POLICY = OFF, CHECK_EXPIRATION = OFF -- Login: LeelouReport CREATE LOGIN [LeelouReport] WITH PASSWORD = 0x0200BB969439EF06093C04D881574FEEC18F34A5D3D6A6A5FBBDE75D5DA968380F8AC15E932D4019841CB395EC43A89F367AE9962A26856B99956618DD4E2E5394BD1C9CF194 HASHED, SID = 0xD20D0D77B1717F4CA41E20EECDE53889, DEFAULT_DATABASE = [Leelou], DEFAULT_LANGUAGE = [us_english], CHECK_POLICY = OFF, CHECK_EXPIRATION = OFF -- Login: LeelouMonitor CREATE LOGIN [LeelouMonitor] WITH PASSWORD = 0x0200EE0FC0BEE00366400B6047D1F19EB63746553D4F1627873A937ECABFE33526C18C7D99F2633858959179BB28F9465EDAD0F87A4A428E59901F28098EA24C10628B1B9C9C HASHED, SID = 0x146BEBF2C2F92B47A3897DD79A3773C4, DEFAULT_DATABASE = [Leelou], DEFAULT_LANGUAGE = [us_english], CHECK_POLICY = OFF, CHECK_EXPIRATION = OFF -- Login: CrystalAdmin CREATE LOGIN [CrystalAdmin] WITH PASSWORD = 0x020070F4521209DED06984D612A7FAF9307195A63E814D37658EDD261388189EB0A11C384232B7F1782BDC230ABCF485FCEBD2D46FF01D256ECADF690438A977D6368EC0195F HASHED, SID = 0x3EC63CBB5C46BC4F98DDD9CAC10ABFFF, DEFAULT_DATABASE = [CMS_Crystal2008DB], DEFAULT_LANGUAGE = [us_english], CHECK_POLICY = OFF, CHECK_EXPIRATION = OFF -- Login: GestCIUser CREATE LOGIN [GestCIUser] WITH PASSWORD = 0x0200F8638304AE5F6E3A7A66F735E1C36C7A4C1966402A8386386315740FA950DEC85F3A74F6E204207EB36AFDF6876991B39D4DA1333203E0B41684605F9ECC0EB91C0212F6 HASHED, SID = 0x062D2D8A2E95454FAEEC3CC30E499F6B, DEFAULT_DATABASE = [Leelou], DEFAULT_LANGUAGE = [us_english], CHECK_POLICY = OFF, CHECK_EXPIRATION = OFF -- Login: HVRUser CREATE LOGIN [HVRUser] WITH PASSWORD = 0x02008F883179C07B0A88D65186E2D0FA71E0FAE737552A98584438A86C5A744E437484C24C45B2F45059B8679579BD1A82B4BD2E296D60D1DE765C7BA6F7A17CEE88C7AA7BCF HASHED, SID = 0x99AD63B78BE7664CBF63587940FF1704, DEFAULT_DATABASE = [master], DEFAULT_LANGUAGE = [us_english], CHECK_POLICY = OFF, CHECK_EXPIRATION = OFF -- Login: HPBAClogin CREATE LOGIN [HPBAClogin] WITH PASSWORD = 0x0200BA326165447EE38403EDE36BE695E7C1C0944E1A4C1018861AAFEB5E757BA5CAC4F2B70CBCC213C21AAC8373666075D65EDDC24245DF66C2460C5B0DF1D66CD45E991B41 HASHED, SID = 0xD5D56F3C5AB0A946BACEAA22315FE593, DEFAULT_DATABASE = [master], DEFAULT_LANGUAGE = [us_english], CHECK_POLICY = OFF, CHECK_EXPIRATION = OFF 6.10 Get On-Premise users habilitations/mappage and apply them to the new AWS RDS instance It is necessary to map MSQL users with login and grant them the habilitations on the AWS RDS instance. Connect to Premise SQLServer and execute on source database this query : DECLARE @sql VARCHAR(2048) ,@sort INT DECLARE tmp CURSOR FOR /*********************************************/ /********* DB CONTEXT STATEMENT *********/ /*********************************************/ SELECT '-- [-- DB CONTEXT --] --' AS [-- SQL STATEMENTS --], 1 AS [-- RESULT ORDER HOLDER --] UNION ALL SELECT 'USE' + SPACE(1) + QUOTENAME(DB_NAME()) AS [-- SQL STATEMENTS --], 1 AS [-- RESULT ORDER HOLDER --] UNION ALL SELECT '' AS [-- SQL STATEMENTS --], 2 AS [-- RESULT ORDER HOLDER --] UNION ALL /*****************...
ALIZENT SERVITAX ODI Architecture And Exploitation v1
English
eric.vagao@eu.corp.airliquide.com
11
Eric VAGAO
Uncategorized
Published
2025-07-28 19:11:13
7
IT Knowledge
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GIO-CS-EUR-ALZI-DATABASE-L3
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by ALIZENT. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 04/09/2018 Marie-Astrid Gerbier 15/10/2018 François RENAULT 09/10/2018 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 2 2 FIELDS OF APPLICATION 3 3 DEFINITIONS 3 4 REFERENCES AND ASSOCIATED DOCUMENTS 3 5 COMPETENCY REQUIREMENTS 3 6 PRESENTATION 4 6.1 ODI Product 4 6.2 ODI Version 4 6.3 Application currently using ODI software solution 4 6.4 Production architecture 5 6.5 Preproduction architecture 6 7 ODI STUDIO 7 7.1 ODI Studio overview 7 7.2 First connexion at a referential with ODI Studio 7 7.3 Scheduling a scenario for monthly KPI loads 11 7.4 Checking of the execution of monthly loading scenarios KPI 16 8 ODI AGENT 20 8.1 ODI Agent presentation 20 8.2 Checking the ODI Agent for KPI 20 8.3 Checking the ODI Agent log 20 8.4 Starting the ODI Agent 20 8.5 Stopping the ODI Agent 21 8.6 Changing the work repository for an ODI agent 21 9 ODI TOPOLOGY MODIFICATION 23 9.1 Source or target database modification 23 9.2 Referential work modification 25 10 ESTABLISHING ODI HABILITATIONS FOR USERS 27 11 ANNEX 0 – REVISION TABLE 29 12 ANNEX 1 – ALIZENT USERS 29 1 PURPOSE This documentation describes the set of operating procedures for managing the Oracle Data Integrator (ODI) tool for SERVITAX application. The main topics described here are : Scenario scheduling. Checking scenario executions. Modification of the ODI topology. Change the configuration of an ODI agent. Establishment of authorizations for users. 2 FIELDS OF APPLICATION This procedure is intended for any ALIZENT DBA or anyone working on ODI product. 3 DEFINITIONS Oracle Database: Relational database edited by Oracle Corporation. AWS Cloud: Amazon Web Services (AWS) is a comprehensive, evolving cloud computing platform provided by Amazon. It provides a mix of infrastructure as a service (IaaS), platform as a service (PaaS) and packaged software as a service (SaaS) offerings. Oracle Data Integrator (ODI): Data integration platform based on an ETL architecture, published by Oracle Corporation. ODI repository: ODI repositories are databases / schemas stored in relational database management systems. The repositories store all the data necessary for the operation of ODI. They consist of a master repository and one or more work repositories. ODI Agent: The ODI agent is the component responsible for performing the data integration processes. It extracts the code stored in a repository and sends it to the data servers to execute it. ODI Studio: ODI Studio is the user interface used to access ODI repositories. This interface allows you to perform configuration, development and production operations. ODI Scenarios: A scenario is an ODI object containing a fixed copy of the code generated by the development. ODI scenarios represent the form in which the objects developed with ODI are made available to the production and the form in which the treatments are to be launched. 4 REFERENCES AND ASSOCIATED DOCUMENTS None 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for executing and updating the document 6 PRESENTATION 6.1 ODI Product Oracle Data Integrator (ODI) is a software developed in Java to perform ETL / EAI type tasks. Developments are centralized in a repository stored in a database. The repository also stores all the metadata allowing a global vision of the information system as well as feed flows developed in ODI. ODI provides a graphical environment for building, managing and maintaining data integration processes in business intelligence systems: ODI Studio. 6.2 ODI Version The ODI version actually used is 11.1.1.6. 6.3 Application currently using ODI software solution ODI is used in PRODUCTION for data load requirements below: SERVITRAX KPI: Monthly loading of data from the SVXMAIPR database (DTG) to the SVXKPIPR database. SERVITRAX ARCHIVING: On-demand download of data from the SVXMAIPR (MAIN) database to the SVXARCPR database. 6.4 Production architecture This architecture includes: The EUD3-PR-SVXMAIN Linux server containing: Oracle Servitrax Production Database "SVXMAIPR", data source for Servitrax Archiving shipments. The Oracle database "REFMAIPR" in which the ODI repository diagrams are hosted. The EUR3-PR-SVXADTG Linux server containing: the Oracle Dataguard Production Servitrax database "SVXMAIPR", data source for Servitrax KPI loads. The Windows EUD3-PR-SVXARC1 server containing: The Oracle Servitrax data archiving database "SVXARCPR" ODI processing agent implemented with ODI for Servitrax Archiving The Windows server EUR3-PR-SVXKPI1 containing: The Oracle KPI database Servitrax data "SVXKPIPR" The ODI processing agent implemented with ODI for Servitrax KPI. The Windows EUD3-PR-SVXODI1 virtual server on which the ODI Studio user interface is installed. 6.5 Preproduction architecture This architecture includes: The EUR3-PP-SVXMAIN Linux server containing: Oracle Servitrax Preproduction Database "SVXMAIPP", data source for Servitrax Archiving shipments. The Oracle "REFMAIPP" database where the ODI repository schemas are hosted for the KPI project. The EUD3-PP-SVXADTG Linux server containing: The Oracle Dataguard Preproduction Servitrax database "SVXMAIPP", data source for Servitrax KPI loads. The Windows server EUR3-PP-SVXARC1 containing: Servitrax Oracle data archiving database "SVXARCPP" The Oracle "ODAREFPP" database where the ODI repository schemas are hosted for the ARCHIVING project. ODI processing agent implemented with ODI for Servitrax Archiving The Windows EUD3-PP-SVXKPI1 server containing: The Oracle KPI database Servitrax data "SVXKPIPP" The ODI processing agent implemented with ODI for Servitrax KPI. The Windows virtual server EUR3-PP-SVXODI1 on which the ODI Studio user interface is installed. 7 ODI STUDIO 7.1 ODI Studio overview ODI Studio is the user interface allowing access to ODI repository differentials. Using this interface, it is possible to develop scenarios, configure work environments and manage their executions on pre-production and production environments. 7.2 First connexion at a referential with ODI Studio ODI Studio is installed on the following servers: Server EUD2-PR-SVXODI1 for the production environment. Server EUR2-PP-SVXODI1 for the pre-production environment. The connection and the authentication to these servers is done with a nominative account on the ALIDAHO domain (personal account). Once connected to the server, you must launch the ODI Studio utility: When ODI Studio is launched, click on the "Connect to the repository" button: The window below opens: Add a new referential connexion to click on button The window below opens: Add the connection information to the ODI repository you want to access (see tables below): For Production environment : Master referential KPI master referential ARCHIVING master referential Oracle Data Integrator connexion Connexion name : ODI_MASTER_REPOSITORY KPI_WORK_REPOSITORY ARCHIVING_WORK_REPOSITORY Username: SUPERVISOR SUPERVISOR SUPERVISOR Database (master referential) connexion Username : odimaster odimaster odimaster Pilote list: Oracle JDBC Driver Oracle JDBC Driver Oracle JDBC Driver Pilote name : oracle.jdbc.OracleDriver oracle.jdbc.OracleDriver oracle.jdbc.OracleDriver URL : jbdc:oracle:thin:@EUD3-PR-SVXMAIN:1521:REFMAIPR jbdc:oracle:thin:@EUD3-PR-SVXMAIN:1521:REFMAIPR jbdc:oracle:thin:@EUD3-PR-SVXMAIN:1521:REFMAIPR Referential work Only master referential WORKREP referential ARC_WORKREP referential For KPI Preproduction environment : KPI master referential KPI referential work Oracle Data Integrator connexion Connexion name : KPI_MASTER_REPOSITORY KPI_WORK_REPOSITORY Username : SUPERVISOR SUPERVISOR Database (master referential) connexion Username: odimaster odimaster Pilote List: Oracle JDBC Driver Oracle JDBC Driver Pilote name: oracle.jdbc.OracleDriver oracle.jdbc.OracleDriver URL : jbdc:oracle:thin:@EUD3-PP-SVXKPI1:1521:SVXKPIPP jbdc:oracle:thin:@EUD3-PP-SVXKPI1:1521:SVXKPIPP Referential work Only master referential WORKREP referential For Archiving Preproduction environment : ARCHIVING master referential ARCHIVING referential work Oracle Data Integrator connexion Connexion name : ARCHIVINGI_MASTER_REPOSITORY ARCHIVING_WORK_REPOSITORY Username : SUPERVISOR SUPERVISOR Database (master referential) connexion Username: odimaster odimaster Pilote List: Oracle JDBC Driver Oracle JDBC Driver Pilote name: oracle.jdbc.OracleDriver oracle.jdbc.OracleDriver URL : jbdc:oracle:thin:@EUR3-PP-SVXARC1:1521:ODAREFPP jbdc:oracle:thin:@EUR3-PP-SVXARC1:1521:ODAREFPP Referential work Only master referential WORKREP1 referential Once the connection parameters have been completed, click on "OK" to validate the information. The login window appears, choose the repository where you want to connect and click "OK". The connexion to the referential is done. 7.3 Scheduling a scenario for monthly KPI loads Connect to referential work KPI_WORK_REPOSITORY In the "Operator" tab and under the category "Load Plans and Scenarios", select the scenario to schedule PKG_LOAD_FACTS_AND_COMPUTE_AGG Expand the tree of this scenario and select "Plannification"
Discover how to lock a files in Google Drive Google add the option to lock Drive files by right-clicking the file, selecting “File information”, and clicking “Lock”. Locking a file makes sure reviewers can’t change a file. Edits, comments and suggestions can't be added to locked documents. How to do it? In order to lock a Drive file, you must have edit-access to the Drive file. When hovering over a file in Drive, right-click into the context menu and choose “File information” > “Lock”> confirm that you actually want to lock the document by selecting “Lock”. Warning: Once locked, no one can make edits to the Doc until it is unlocked.You can unlock a file through the context menu as well.
View speaker notes while presenting Slides during a meeting
English
eugenie.ducreux@eu.corp.airliquide.com
4
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:38:31
28
myITcorner
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2024-10-23 16:37:45
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GIO-EUS-GOPS-DWP-L2
You can now view your speaker notes while presenting a slides presentation within Google Meet. Since October 2022 it is possible to present Google Slides directly in Google Meet. To build upon this, you can now view your speaker notes within Google Meet. Simply click the new speaker notes button in the Slides controls bar in Meet to display your speaker notes within the call. 💡 This feature will helps by presenting with greater confidence and engaging more with your audience without having to switch between your notes and your slides. How to display speaker notes during a meeting? During a meeting, select "Present a Tab" in MeetChoose a Google Slide presentationPut your slides in slideshowAnd click the speaker notes button in the controls at the bottom corner of the presentation.(click on the 3 dots)
Negotiate time directly in Gmail to schedule meetings faster
English
eugenie.ducreux@eu.corp.airliquide.com
3
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:19:27
8
myITcorner
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2024-09-18 15:31:20
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This feature helps us find convenient 1:1 meeting slots much quicker. This feature is especially useful when scheduling time with customers, partners, or colleagues whose Google Calendars aren't visible. While composing an email, you will see a new Calendar icon with all Calendar related actions consolidated and easy to find. You can: Offer times when you are free: This option opens your calendar on the right. You can select and insert suggested meeting times directly from your calendar into the email without leaving Gmail. The recipient can then view the suggested times and select one directly from the email to automatically receive a calendar invite email. Create an event: This is a quick way to schedule a meeting and share the event information in the email. To do this, you need to open a calendar event on the right with the recipients and title pre-populated from the email. A summary of the event is automatically inserted into the body of the email. Additional information: Offer times when you are free: Time suggestions can only be made for your primary calendar at this time and will only work for 1:1 meetings. If there are multiple people on the recipient list, only the first person to book an appointment will be automatically added to the appointment. Create an event: If you create events from Gmail, you can create them in others calendars that you have administrative access to. ?? These features are ON by default. How do you add suggested meeting times to an email? In the menu bar, click on "Set a time" and select "Offer free times". Follow the instructions in the right pane to add available times and other meeting details. How can you accept a meeting time? Click on a time in the email Confirm your name and email address. How can you create a new event? Start composing or replying to an email Click on "Set a time" in the menu bar, select "Create an event" and follow the instructions in the right side panel.
airliquide, com, corp, directly, ducreux@eu, english, eugenie, faster, gmail, mayangha, meeting, meetings, myriam, negotiate, schedule, slot, time, time slot
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KB0052847
Improving table placements in Google Docs
English
eugenie.ducreux@eu.corp.airliquide.com
5
Myriam MAYANGHA
Uncategorized
Published
2025-01-08 12:31:45
6
myITcorner
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0
2024-10-08 10:55:55
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GIO-EUS-GOPS-DWP-L2
Google improve table positioning options for documents set in pages format. These features add more flexibility and control over the layout of text with tables in Docs, allowing you to: Drag tables in a document and place them directly where you wantWrap content around a table on a page. The wrap direction (left, right, both sides) and margin from the surrounding text can be specifiedSet a fixed position for a table on a pageProvide quick layouts to instantly move a table to a preset position on a page 💡 Additionally, Google improve the import/export of Microsoft Word documents with tables so your documents remain consistent.
Adding flexibility to email collection in Google Forms
English
eugenie.ducreux@eu.corp.airliquide.com
7
Myriam MAYANGHA
Uncategorized
Published
2025-01-08 12:31:45
6
myITcorner
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2024-10-08 10:35:19
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You can now choose between more email collection options. Previously, when creating or modifying a Google Form and editing the Responses section, form creators only had the option to toggle the "Collect email addresses" option on or off. If enabled, this meant when users filled out the form, their email was automatically collected with their form submission. To add flexibility, weve introduced the ability to choose between the following email collection options: Verified email collection (previously known as automatic email collection)Responder input (previously known as manual email collection)Do not collect The verified collection option will now require a user to click a checkbox to confirm which email address is being collected upon submission.
Learn to manage drivers on non GIO managed printers
English
eugenie.ducreux@eu.corp.airliquide.com
333
Sebastien PLAUD
Printing / Devices
Published
2025-07-29 20:52:02
14
myITcorner
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12
2023-12-27 14:35:02
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GIO-EUS-GOPS-CWS-L3
Non MPS Printers - How to download and install drivers Table of Contents 1 - Non MPS printer? 2 - Download and install drivers on your computer 3 - Printer name not found 1 - Non MPS printer? Non MPS printers is printers not managed by GIO\End users\MPS teams (MPS : managed printer service). Only printer CANON and XEROX with a global contract are managed by the MPS team. For this kind of printers other solution exists, please follow the KB0014428 for Xerox or KB0024791 for Canon printers. This document explains how to request and install a driver on his computer for the other kinds of printers like HP, EPSON, Lexmark, sticker printer, etc… 2 - Download and install drivers on your computer Go on MyITcorner and select Applications, Windows Applications, IT tools then select Download Printers Drivers, or click on the link: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=27a348981bb0e9d0510c7db4464bcb2a&sysparm_category=937f52f11bf4201413524150f54bcbe2 STEP 1 If you already know the printer name then you can enter his name directly in printer name case and click For this example, the hostname chosen is FRBELF-LQ01. The data related to this device and the orange button "Click Here to Download the printer Driver" appear automatically. STEP 2 Now you should be able to click on the button for download the driver. and you should have the vbs file downloaded on your laptop as below. STEP 3 Copy script to Download folder in an other folder, like Documents, (if not you risk to have a message from Cortex when you want to execute it) Now, you should be able to click on for install the driver on your computer You should have differents windows who open and close automatically, please do not close by yourself STEP 4 At the end a message appears to inform you that the printer is well installed on your computer, you can click on OK button. STEP 5 You should have the printer in the list of your printers now and you can select it for print your documents on. STEP 6 If you don’t know the printer name then you select No in case “Do you know what is the printer name?” Then you need to select your region, your country and your location and in printer case you should be able to select the printer that you want to install. Once you have select one of them you should have the click here to download button who appears. then go to STEP 2 for download and install it on your computer. 3 - Printer name not found If your site is not available or there is no match with your printer’s name, please request the creation of the printer in the dedicated portal : https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=f024feb84f0b96403d9524fe0310c76b
Live streaming video meeting hosts can now enable the Q&A and poll features 🎉 Q&A in Meet offers an easy way to better engage audiences and help them get their questions answered. We can use Q&A to make meetings more inclusive, giving everyone the opportunity to ask questions. Participants can submit and upvote their favorite questions without disrupting the planning of the meeting. 💡 Previously, Q&A and poll features were limited to traditional Meet meetings. By expanding their availability to live-streamed meetings, will enhance collaboration, engagement, and interactivity! Polls are a great way to quickly gauge the pulse of an audience.You can use polls to identify topics that need more discussion or test understanding of the meeting content.
Add a bulk conversion for place chips in Google Sheets
English
eugenie.ducreux@eu.corp.airliquide.com
30
Eugenie DUCREUX-SC
Uncategorized
Published
2025-07-29 16:19:26
15
myITcorner
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2024-09-18 14:56:03
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Discover how to convert links to place chips in bulk from the insert menu or cell menu. Earlier this year, we introduced a smart canvas feature that enables you to open a location directly in Google Maps and see a preview of the location or find directions when a Google Maps place chip is added to your Sheet. Now, you are also able to convert links to place chips in bulk from the insert menu or cell menu. ?? This time-saving update is especially helpful when formatting data in bulk for event schedules, vendor lists, trip itineraries, etc.
Simplify workflows in Google Docs with variable chips
English
eugenie.ducreux@eu.corp.airliquide.com
3
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:19:27
7
myITcorner
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Discover the variable chips in Google Docs. Earlier this year, Google shared innovations in smart canvas that help us simplify workflows and complete common tasks with easy-to-use prompts in Docs.Google is introducing variable chips, a new feature that makes document creation for things like invoices, contracts, or broader communications easier. Simply pre-define and insert placeholders such as: a client name, a contract number, an address... And then update it throughout an entire document by editing the value in one place. ?? Using variables as dynamic placeholders makes template creation more straightforward, whether that is through custom building blocks or using the document as a template. How to insert a smart chips? Open a Google Docs, In the "Insert" section, in "Smart chips" click on "Variables". Type "@" and select "Variable".
Find files quicker with search chips in Google Drive
English
eugenie.ducreux@eu.corp.airliquide.com
13
Myriam MAYANGHA
Uncategorized
Published
2025-01-08 12:31:46
20
myITcorner
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2024-10-08 14:34:52
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Search chips in Drive that enable you to filter by criteria like file type, owner, and last modified date. Last month, Google pre-announced several features that offer new experiences in smart canvas, including enhancing Google Drive to help you complete your most frequent tasks more quickly. Now, Google introducing search chips in Drive. These search chips will enable us to filter by criteria like file type, owner, and last modified date. Filtering by these criteria helps us narrow down and find relevant files faster in any view throughout Drive.
Stay on top of shared drive files with automatic digest emails
English
eugenie.ducreux@eu.corp.airliquide.com
8
Eugenie DUCREUX-SC
Uncategorized
Published
2025-07-29 16:19:26
27
myITcorner
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2024-09-18 11:48:32
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Google has a feature that helps us keep track of our shared Drive files through a new email digest. If you haven’t been active on Drive for 7 days and have multiple shared files that are unviewed, we’ll send you a reminder email that summarizes the files. This is particularly useful if you’re having a busy week or if you just got back to work after having time off. The digest email will include information about the unviewed files that were shared with you and a link to “See more activity” on the Drive Activity page. This feature will be ON by default and you will automatically receive emails if you haven’t been active on Drive for 7 days and have multiple shared files that are unviewed. How to manage this feature? To adjust your settings for the email digest: go to your digest email scroll to the footer and click on “unsubscribe here”. You can also do this by going: to drive.google.com "Settings" and scroll to "Notifications" click on “Get summaries about recent files shared with you via the Drive digest".
airliquide, automatic, com, corp, digest, drive, ducreux-sc, ducreux@eu, email, emails, english, eugenie, file, file shared, files, off, shared, stay, summary, time, time off, top
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KB0053357
Create custom emojis in Google Chat
English
eugenie.ducreux@eu.corp.airliquide.com
0
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:38:39
7
myITcorner
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2024-10-30 16:04:56
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GIO-EUS-GOPS-DWP-L2
Emojis are a creative way to express ourselves. Did you know that we can now create our own emojis in Chat? To make emojis even more expressive and personalized Google decided to allow us to create custom emojis in Google Chat. ??WARNING?? Custom emojis you create can be viewed and used by everyone within Air Liquide. How to create custom emojis? You can create custom emojis in the web versions of Chat or Gmail by navigating to the Create button within the emoji picker. There, you can upload an image of your choice and give it a descriptive name.To use custom emojis, navigate to the Custom Emojis tab within the emoji picker in messages and reactions. ?? Based on the Air Liquide Code of conduct for Digital Protection, never create an emoji which breaks the following rules: Violation of privacy (subjects relative to, among other things, political, philosophical or religious opinions, ethnic origins, sexual orientation, or health);Acts of written or verbal violence or acts contrary to ethical rules (example: slander and abuse; inciting crime and offences and inciting suicide, inciting discrimination, hate - particularly racial -, or violence; pornographic content).It is strictly forbidden to use a real person's photo in an emoji Example of allowed and non allowed custom emojis Allowed Not allowed If any of these principles are not respected, the emoji created will be deleted by the administrator without further notice.
Add emoji reactions to existing comments in Google Docs
English
eugenie.ducreux@eu.corp.airliquide.com
11
Myriam MAYANGHA
Uncategorized
Published
2025-01-08 12:31:45
27
myITcorner
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2024-10-08 11:24:57
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It is now possible to add emoji reactions to existing comments in Google Docs. Last year, Google introduces the emoji reaction feature that provides a less formal alternative to comments in Google Docs. It will be now possible to add emoji reactions to existing comments in Docs. 💡Giving and receiving feedback is a key collaborative workflow in Google Docs. The emoji reactions feature provides a less formal alternative to comments to express your opinions about document content. How to add emoji reactions to a comment? On your computer, open a Google Doc.Hover over the comment you want to react to.Click Add emoji reaction Select an option: Choose the emoji you want to add. You can also enter search terms for an emoji.
This new add-on allows you to automatically translate text content in Google Slide. With this add-on you will be able to translate all your slides in several languages 🎉 What are the supporter languages? Arabic, Chinese, English, French, German, Hindi, Japanese, Portuguese and Spanish. How to install Type & Translate? Open a Google Slides presentationIn the menu, naviguate in the "Extensions" and select "Get Add-ons"Search for "Type and translate", select the add-on and click on "Install"Click on "continue", select your Air Liquide account to allow the add-on How to translate with Type & Translate? Open a presentationGo in the slide of your choice In the menu, naviguate in "Extentions", in "Slide T&T" select "Open Translate"Select the text to translate.In the T&T menu, select the language of your choice and click on "Translate". No need to switch tabs to do a translation anymore ! All this is available directly in your toolbar with Type & Translate 🎉
Discover these updates about the Spaces creation. Preventing duplicate space names To prevent duplicate space names in Google Chat, we are no longer able to create a space within the Air Liquide domain if the space name already exists. The experience is similar in Gmail and Google Groups, if a space name already exists, an error message will appear. The same will happen if a user tries to edit the name of a space to another name that already exists. New method to configure spaces for specific use cases We can also see an updated interface when creating a new space in Chat. In addition to easily determining access settings, we can now designate the space for: Collaboration (useful for discussing a topic, team project or to give support) Announcements (helpful for facilitating one-way controlled communication such as official Group updates). After creating the space, an updated welcome page will appear with contextual options that provide the next steps depending on the space type selected. For a Collaboration space, we will get the options to add members, share files, assign tasks and create a welcome message that appears when a new member joins the space. We will also have the ability to activate “History on” and will see contextual suggestions for eligible apps (based on popular apps in your domain). For an Announcement space, we will get the option to add groups, manage space permissions and add guidelines on how to use the space. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, com, corp, creation, ducreux@eu, english, eugenie, google, google space, improved, mayangha, myriam, space
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KB0052864
Save time with suggested work locations in Calendar
English
eugenie.ducreux@eu.corp.airliquide.com
9
Myriam MAYANGHA
Uncategorized
Published
2025-01-08 12:31:46
26
myITcorner
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2024-10-08 15:58:08
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A new amelioration that enables better planning around in-person collaboration and meeting coordination on-site. Since announcing the ability to share where youre working from directly on Google Calendar, Google have introduced several features that enable better planning around in-person collaboration and meeting coordination, especially in a hybrid work environment.A few include: Office Building support for Working Locations Encouraging Working Location Google is now adding an update that helps us to easily define our work location much quicker with suggested working locations based on recent locations.
airliquide, calendar, com, corp, ducreux@eu, english, eugenie, location, locations, mayangha, myriam, office, save, site, software, suggested, time, work, work location
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KB0052857
Co-present Google Slides in Google Meet
English
eugenie.ducreux@eu.corp.airliquide.com
23
Myriam MAYANGHA
Uncategorized
Published
2025-01-08 12:31:45
15
myITcorner
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2024-10-08 14:17:56
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Co animate a meeting with several member of your team with Google Meet! Building upon last years announcement of presenting Google Slides directly in Google Meet and the latest ability to view your speaker notes within Meet, were adding a new feature that allows multiple people to present together in Meet. As the primary presenter, you can assign participants to co-present Slides with you. As a co-presenter, you can: See the audience, presentation, and Slides controls in one window Navigate the presentationStart and stop media within the presentation 💡 This eliminates the need to ask a colleague to move to the next slide in a presentation, leading to smoother transitions and minimal distractions. In addition, this feature further bridges the gap between people working from different locations. ??This feature requires a computer with a Google Chrome browser.
External labels will be available in Google Meet. A label will be displayed in the top-left corner of the meeting screen indicating that participants who are external to the meeting hosts domain have joined the meeting. In the people panel, external participants will be denoted with the same icon. 💡 No action is needed. The warning labels for external participants be displayed automaticaly.
Review a document using annotations in Google Meet
English
eugenie.ducreux@eu.corp.airliquide.com
7
Eugenie DUCREUX-SC
Uncategorized
Published
2025-07-29 16:09:56
27
myITcorner
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2024-08-21 15:44:42
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Discover a new feature that allows us to use new tools to highlight content or make other notations over presented content. Google is now introducing annotation tools in Google Meet.Presenters and their appointed co-annotators can use these tools to highlight content or make other notations over presented content.Annotations will be on by default when we begin presenting. We will be able to open the annotations menu to access various tools such as a pen, disappearing ink, sticker, text box, and more. And the annotated content will be visible by all during a meeting. Selecting various annotation tools Using the pen tool to highlight a specific section of presented content ?? Annotation tools can help you better showcase content and engage with your audience while presenting content in Google Meet. They can be useful in a variety of situations, including: Guiding large groups of users through content, such as a new software training Capturing information in real time, like jotting down brainstorming ideas How to assign a co-annotator? To assign a co-annotator, from the people panel or by hovering over a user’s video tile, select more options (three-dot icon) and select “add as co-annotator”.
Use the Okta Login Page to connect to all your applications
English
eugenie.ducreux@eu.corp.airliquide.com
26
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 21:33:04
15
myITcorner
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2024-04-03 16:01:47
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Air Liquide is using Okta as a way to authenticate and connect to more than 200 Air Liquide-approved applications. To help you easily find all the applications you use daily, you can connect to the Okta login page, and then access all your applications using Okta authentication with just one click! 1. The My Apps home page On the My Apps home page, you can find some applications already added by our IT Team based on your access rights. You can remove one if you are not using it by clicking on the 3 dots and then on Remove. 2. Add other applications If you want to add more applications to My Apps page, you can: On the left side click on “Add apps” In the search bar, type the application name Click on Add Once you are done, go back to the My Apps page and see all the newly added applications. Please comment if you don't find what you're looking for! If you don't have an answer, please contact the Service Desk or chat with myAssistant.
airliquide, all, applications, chirol, com, connect, corp, dashboard, ducreux@eu, english, eugenie, guillaume, login, okta, page, use, your
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KB0052859
New collaboration and flexibility features for Google Sites
English
eugenie.ducreux@eu.corp.airliquide.com
8
Myriam MAYANGHA
Uncategorized
Published
2025-01-08 12:31:46
10
myITcorner
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2024-10-08 14:29:58
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More enhancements that improve upon collaboration within Sites and give you even more control over the layout of your Sites content. Google announcing even more enhancements that improve upon collaboration within Sites and give you even more control over the layout of your Sites content. New collaborators cursors will appear when Site editors are typing within a text tile. This will help us and others know who is working on what while in edit mode of a Site. Display your content with more flexibility by adding page frames and adjusting your Site width for desktop viewing within custom themes. Page frame colors are customizable and width options include: Normal (Default): Designed for more spread out Sites with less content. Full: Designed for dense, content-heavy Sites.Wide: Designed for Sites that fall between normal and full. Lastly, Google adding alignment options to buttons, allowing you to align buttons left, center, or right within a group. Aligned buttons shrink to fit their text, allowing a button to be narrower than the group containing it. How to use theses feautures? Collaborators cursors will appear automatically in Site edit mode. To adjust the width of a Site or add a page frame, navigate to Themes > Custom > Edit > Spacing > Width > and/or Show page frame. To align a button, navigate to the Insert menu and insert a button.Drag and drop a button to the appropriate section in the Site and choose the alignment option that best works for your Site.
airliquide, collaboration, com, corp, ducreux@eu, english, eugenie, features, flexibility, google, google site, layout, mayangha, myriam, new, site, site layout, sites
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KB0052393
Add line numbers to Google Docs
English
eugenie.ducreux@eu.corp.airliquide.com
14
Eugenie DUCREUX-SC
Uncategorized
Published
2025-07-29 16:19:26
17
myITcorner
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2024-09-18 15:01:02
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GIO-EUS-GOPS-DWP-L2
Display line numbers within Docs that are set to paged mode. In addition to previous updates that give us more control over formatting in Google Docs, such as viewing non-printing characters and enhancements to content organization, Google introduces the option to display line numbers within Docs that are set to paged mode. The numbers are automatically calculated next to each line in the document, and can be configurable for the entire document, a page, or a specific section. Additionally, these numbers are preserved when printing. This feature makes it easier for you to reference specific content positions in documents, particularly when collaborating with others on long or complex content. How to use it? After adding content in a Google Doc, select Tools and Line numbers. Click on “Show line numbers.” From there you can modify the line numbering mode and determine what portion of the Doc you want numbers applied to.
Discover the new page setup in Google Docs called pageless
English
eugenie.ducreux@eu.corp.airliquide.com
8
Eugenie DUCREUX-SC
Uncategorized
Published
2025-07-29 16:09:56
11
myITcorner
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2024-08-21 16:33:07
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GIO-EUS-GOPS-DWP-L2
Switch more easily between pageless and pages mode in Google Docs. Google is introducing a new item in the menu, within the Format option that enables us to easily switch between pageless and pages mode in Google Docs. On each document, you can change your page setup. What are the benefits of a pageless view? Set up your Google Doc so that it continuously scrolls without page breaks. In this setting, images will adjust to your screen size, and you can create wide tables and view them by scrolling left and right. Line breaks for text will also adjust to your screen size, and as you zoom in and out. How to change a document as pages as pageless? Open a document in Google Docs. Go to File, naviguate to "Page setup". At the top of the dialog window, select "Pages" or "Pageless". Click OK to confirm.
A FAQ is also available on BIG Intranet and feel free to ask any question regarding BI on our Currents Community. How to install Power BI desktop, Dax Studio, OLE DB Provider, Bravo, Tabular Editor,...? All is now available in MyITCorner --> End user guide available here Why my reports’ scheduled refresh is disabled? If it was scheduled for refresh and the refresh failed 4 times then Power BI Service disables scheduled refresh of the report. This can be manually activated again. How do I refresh my report which takes data from GSheet? If you use the Google Sheet connector, you need to refresh on your desktop and then publish again. Otherwise, if your report belongs to a BI for Operation initiative, you can ask your BIS to set up for you a PushToBlob Why my report loading is so slow? Your dataset should be too heavy or your data model need to be reviewed. Are you sure you deleted all unused columns, measures and tables? Is your datamodel following the star schema? You can improve your knowledge on data modeling with this online course : data modeling Can I use Power BI in my native language? In Power BI Desktop, go to Advanced download options under Power BI Desktop and select the language. This loads the setup file in the selected language. My data is in native language(chinese, japanese, etc) and it does not appear correctly in Power BI ? In this example, we are trying to import data.csv but on the screen, no data shows. Go to Open As and select Text File. Now you get something like that, it appears but not in the good format. Click on the little star. Now click on file origin and select the value according to your data, 65001-Unicode (UTF8) is usually is a good choice.
Looking for a desk or meeting room to book? Nothing easier, Loop, the Air Liquide office management solution allows you to be assigned to a desk, book a meeting room quickly and much more... Discover Loop! What is Loop? Loop is the Air Liquide digital solution for dynamic workspace management, that allows to simplify the user experience when accessing any kind of resources and services available in Air Liquide offices. What can I do? ?? Display an office through an interactive 3D map (compatible with mobile devices) ?? Meeting rooms reservation (synchronized with Google Calendar) ?? Book a desk (Sites where flex office is allowed) ?? Office space management (create facility-related incidents ex: broken chair, missing cable, etc...) ?? Get informed on the site (Transportations to access the site, Security rules, Currents news, contribute to the site's life. Need more information? Watch now the Loop video on Youtube: https://www.youtube.com/watch?v=qAhDvE_qioM&embeds_referring_euri=https%3A%2F%2Fsite.airliquide.com%2F&source_ve_path=OTY3MTQ
Access more features available for Google Meet on the web Discover a new quick action to access popular features in Google Meet! By hovering the mouse on top of your own video feed, you can access video effects such as immersive backgrounds or fun filters to bring more fun to your meetings and a reframing option to improve your visibility You can also turn off the video feed from other participants using the quick action on their video. 💡 This can be helpful when you want to focus your meeting view to just the presenter or hide participants with distracting video feeds.
Collaborate on Google Calendar invites in Google Docs
English
eugenie.ducreux@eu.corp.airliquide.com
8
Myriam MAYANGHA
Uncategorized
Published
2025-01-08 12:31:45
6
myITcorner
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2024-10-08 11:17:22
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GIO-EUS-GOPS-DWP-L2
Google is adding a building block that lets you collaborate with others to draft calendar invites. Following Google recent innovations in smart canvas with custom building blocks and collapsible headings in Google Docs. Google is adding a building block that lets you collaborate with others to draft calendar invites. 💡 This can be useful when several stakeholders have inputs for dates, times, attendees, event descriptions and more. How to draft calendar invites? ?? You must have edit access to a Google Doc to use this feature. Open a document.Type "@" and Calendar event draft and hit enter. You can also go to the "Insert" section. Select "Building block" and click on "Calendar event draft". Tips: Similar to the email draft template, once the invitation is complete, simply click the Calendar icon to pull the details into Google Calendar when youre ready to send.
airliquide, calendar, collaborate, com, corp, docs, ducreux@eu, english, eugenie, google, google docs, invitation, invite, invites, mayangha, meeting, meeting invitation, myriam
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KB0014783
Learn to set up your VPN on Windows Laptop/Desktop
English
eugenie.ducreux@eu.corp.airliquide.com
1461
Khievhen TEA
Windows - Storage / Performance
Published
2025-07-29 21:50:43
11
myITcorner
NaN
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2.60
GIO - SEC - Multipass
NaN
NaN
NaN
36
2024-01-04 14:30:42
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GIO-EUS-SD-EUROPE-L1
Reminder When working remotely, and exceptionally during this period, please do not use Ivanti Secure to connect to Kite (mail, calendar, Drive, Google Docs etc...) as well as to Concur, Wise (Coupa), TMS/LMS, Salesforce or My IT Corner. The use of Ivanti Secure is reserved for applications that require it and during the time of use of the application (SAP, etc). Moreover, and in accordance with the group's security rules, please use only a private Wifi connection. Case 1 In an Air Liquide site, you can access your applications from your Corporate computer with a simple Internet connection (by WiFi or with an Ethernet cable). Case 2 When traveling or teleworking*, access to all your Air Liquide applications remotely, as if you were at your office, thanks to the Secure Access Remote Service named also Ivanti Secure *For collaborators who have an agreement with their entity. Prerequisite Caution: You need to have an Air Liquide Corporate Device in a way to use this Software Before Using Secure Remote Access, you need to ask for a Secure Remote Access Account & Okta account Step 1 I connect my PC to Internet Step 2 I start Ivanti Secure on my corporate PC by double clicking on Ivanti Secure icon : Step 3 I select my zone on the list and click on Connect. I enter my email address and authenticate to Okta: You will be able to authenticate with a push notification from the Okta Verify mobile application: Alternatively, you can authenticate with your Windows Hello PIN: Step 4 I'm connected to the Air Liquide network ! Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Collaborate more easily with the shared section in Spaces.
English
eugenie.ducreux@eu.corp.airliquide.com
5
Eugenie DUCREUX-SC
Windows - Storage / Performance
Published
2025-07-29 16:09:56
8
myITcorner
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2024-08-21 15:50:31
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GIO-EUS-GOPS-DWP-L2
Discover this new section to access shared files and media within Google Spaces Google is enhancing the Files tab in Google Chat spaces to improve upon the file management experience and create a central place to manage all conversation-related artifacts. This new tab will now be called Shared ?? In addition to the new tab name, you will also notice a refreshed interface and features like a sort drop-down menu, support for shared links and media files, and more. This update reflects our continued effort to make Google Chat the central hub for project and team collaboration in Google Workspace. The new Shared tab improves team collaboration by providing a centralised and visible method to access shared content within a space. How to access the media? At the top of a space in Google Chat, you will see the following tabs: Chat, Shared and Tasks.Upon clicking Shared, you will see three sections: Files, Links and Media.
Discover a simplified controls for meeting access in Google Meet
English
eugenie.ducreux@eu.corp.airliquide.com
13
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:31:16
19
myITcorner
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2024-10-07 17:25:54
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GIO-EUS-GOPS-DWP-L2
Simplified controls for meeting access. These will replace the existing Quick access meeting settings and the admin setting to turn Quick access on or off by default will be removed. This update will begin rolling out on July 17, 2023. From a Google Calendar invite or Google Meet itself, meeting organizers will now be able to pick from the following three levels of access: Why? To help ensure your meetings run as smoothly as possible, we made the decision to replace the Quick access settings with a more intuitive and explicit set of controls for meeting organizers and hosts. Open: ?? Anyone with a meeting link will be able to join your meetings.?? No one will have to ask to join.?? Anyone can dial in. Trusted: ?? Anyone within the meeting hosts organization will be able to join without having to ask to join (AKA knocking).?? Anyone outside the organization but invited via a Google Calendar event, or anyone invited from within the meeting, will also be able to join without having to ask to join.?? Anyone can dial in.?? Everybody else will have to ask to join. Restricted: ?? Only someone who is invited via a Google Calendar event or someone invited from within the meeting by a host will be able to join.?? Everyone else will have to ask to join, including participants inside a hosts organization who arent included on the invite, and those dialing in. Additionally, meeting hosts can configure whether guests can join the meeting before hosts. How the new behavior will be applied to new and existing meetings? Existing Meetings with Quick Access OFF: Meetings will default to RESTRICTED and your guests wont be able to join your meetings until you join. Existing Meetings with Quick Access ON: Meetings will default to TRUSTED and your guests will be able to join before you.
Share securely by setting expiring access when sharing files in Drive
English
eugenie.ducreux@eu.corp.airliquide.com
10
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:38:39
27
myITcorner
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2024-10-30 16:09:49
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GIO-EUS-GOPS-DWP-L2
Improved flow for expiring access controls in Drive. This new feature improves the existing expiring access capabilities by allowing you to add an expiration when sharing, as opposed to after a person already has access to the file. It will be soon possible to add expiring access for editors, as opposed to just for viewers and commenters. How to do it? When sharing a file: Enter the name of the collaborator you want to share your file with.Below the type of access ("Viewer", "Commenter" and "Editor"), click on "Add expiration".Select a date and click on "Done" and "Send". This update makes sharing across Google tools more secure by making it easier to specify when a given collaborator should lose access to a specific file.💡 This is useful in cases where a file creator or editor knows their collaboration with another person is time-bound.💡 With this security feature, you dont have to clean up a files access control list after collaboration has ended.
Create more immersive presentations in Google Slides
English
eugenie.ducreux@eu.corp.airliquide.com
23
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:11:56
23
myITcorner
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2024-09-19 14:55:03
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GIO-EUS-GOPS-DWP-L2
Discover a new feature that allows presenters to insert their video feed directly into their Slides content. With speaker spotlight, we can deliver messages with greater impact by embedding our Meet video feed directly into your Slides presentations. ?? This feature helps us to keep our audience focused on us and can help make our content more innovative. We can insert a variety of speaker spotlight shapes directly into our slides and then format the way we want. Once in slideshow mode, the camera feed will appear in that shape so you we deliver a captivating presentation. How to insert the speaker spotlight shape a presentation? 1. In Google Slides, go to Insert 2. And select “speaker spotlight” or click the speaker spotlight button in the toolbar.
Pin chat messages in a conversation during a Google Meet
English
eugenie.ducreux@eu.corp.airliquide.com
5
Eugenie DUCREUX-SC
Uncategorized
Published
2025-07-29 16:09:56
29
myITcorner
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2024-08-21 16:21:07
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GIO-EUS-GOPS-DWP-L2
We can now pin messages to the top of the meeting chat. Pinned messages will appear for all members, even if they join the meeting after the message was initially sent. This makes it easy to ensure that important messages - like links to presentations - are displayed at the top and easily accessible by the participants. Meeting participants can pin and unpin their own messages. Meeting hosts can unpin anyone’s message. How to pin a chat? We can pin a message by hovering over it in the chat window and selecting the pin icon.
Organizational communication with announcements in Google Spaces
English
eugenie.ducreux@eu.corp.airliquide.com
2
Myriam MAYANGHA
Windows - Storage / Performance
Published
2025-01-08 12:31:45
6
myITcorner
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2024-10-08 14:23:20
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GIO-EUS-GOPS-DWP-L2
New capabilities for Space Managers to ensure effective conversations within Google Spaces. To build upon those features, were also giving Space Managers the ability to configure spaces for sharing organizational announcements. Using the new announcement-only configuration, message posting and other capabilities are limited to designated Space Managers, who can: ?? Create a space with restricted post setting ?? Post ?? Reply in thread ?? Add files ?? Designate another member as a Space Manager?? Modify the space settings A space must be configured as announcement-only during initial set-up by clicking only Space Managers can post.However, at any time, an existing Space Manager can assign the role of Space Manager to another space member, allowing them to post messages and perform other tasks as noted. 💡 Announcements facilitate one-way controlled communication in Google Chat. This can be important in a variety of scenarios, such as using a space for bulletin board-like updates rather than a resource for conversation. ?? The Allow people outside of your organization to join is moving to the Advanced section of the space creation settings. How to use these features? Upon creating a space, navigate to the Advanced settings and select the Only Space managers can post option. You cannot modify the setting to restrict posting to Space Managers after a space is created. If you are not a Space Manager, the following will appear in the Chat text bar: Posting is limited to Space Managers For newly created announcement spaces, the in-line reply feature is the default for all members. In existing announcement spaces, the in-line reply feature is the default for space managers only. How to do it? To enable or disable this setting: Space managers can go to the space menuSelect space settingsIn permissions, select Reply to messages and select All members or Space managers only.
Record Meet: Include captions within a Meet video recording
English
eugenie.ducreux@eu.corp.airliquide.com
298
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:38:38
7
myITcorner
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2024-10-30 15:50:42
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GIO-EUS-GOPS-DWP-L2
10, 11, airliquide, com, corp, ducreux@eu, english, eugenie, faq, gerhards, maik, software, upgrade, windows, windows 10, windows 11
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KB0015370
Intelligent Hub - How to reset your PIN code on your enrolled mobile device - Android
English
eugenie.ducreux@eu.corp.airliquide.com
408
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-07-29 19:22:02
9
myITcorner
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2.94
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41
2024-09-09 17:34:42
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GIO-EUS-SD-EUROPE-L1
Change your PIN code on your enrolled Android mobile device If you have enrolled your mobile device in Intelligent Hub to access Air Liquide applications (Gmail, Google Agenda, OKTA, etc), then you must have defined a PIN code that allows you to safely open your work profile and access these applications. Please note that you will be prompted to change this PIN code as it expires every 180 days. See how to change it below. Be careful, depending on the mobile phone used, what appears on the screen may differ. Scenario 1 - You have exceeded the deadline to update your PIN code Step 1 On your mobile, activate the “Work Mode” Step 2 You have just received a notification from Intelligent Hub: open it. Another window appears, press “Review” Step 3 Press “Device Settings” Step 3 Enter your current PIN code and press “Next” then press PIN to define a new PIN code Make sure it respects the current company policies (at least 8 digits). Scenario 2 - You have not yet exceeded the deadline to update your PIN code Step 1 On your mobile, open the Settings Step 2 Press “Lock Screen” then press “Screen lock type” Step 3 Enter your current PIN code and press Next then press PIN to define a new PIN codeMake sure it respects the current company policies (at least 8 digits). Step 3 Define a new PIN code and press “Continue” Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
What is Air Liquide Data Leak Prevention Tool (AL-DLPT)?
English
eugenie.ducreux@eu.corp.airliquide.com
415
Guillaume CHIROL
Uncategorized
Published
2025-07-29 9:38:57
10
myITcorner
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3.67
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2
2024-08-02 18:03:41
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GIO-AIOPS-OPERATIONS
What is Air Liquide Data Leak Prevention Tool (AL-DLPT)? Introduction Nowadays, data leakages are the preferred soft attacks and the cybersecurity threats are continuously increasing. To protect our data localized on our Drives, it has been decided to implement a Data Leak Prevention Tool (AL-DLPT), developed internally by ALIT Data scientists. AL-DLPT analyzes the flow of files and documents in real time and 24/7 on the Drives. In case of any unusual activities detected like: sharing, downloading, renaming, printing or copying a lot of documents, … alerts will be raised. The Alerts There are several levels of alerts depending on the level of criticality of the actions detected. The alerts will be sent on a daily basis at 6:00 am, Paris time, for all the unusual activities detected within the last 24 hours. This alerts will be sent by email and received by: The person raising the alert Their manager The IPC of their entity You can see here the expected workflow when an alert is received: What is expected from you if you receive an alert? The manager and the IPC will receive in the email alert a form to either: ?Close If it is a false alert, you can close the alert immediately. ??Whitelist You can whitelist the user if the action performed is normal and then close the alert ??Investigate If the action is indeed unusual, you need to look deeper into the alert to prevent a data leak NB: when a user is whitelisted, no more alerts will be sent for this user for a maximum period of 6 months but the alerts will still be noted by AL-DLPT in case of a new alert raised by this user. When you are receiving email alerts (as a manager or an IPC), the alerts can concern one user for several actions performed but also alerts on different users. ??Remember?? AL-DLPT will not have access to the document’s content. The alerts will be based on the metadata (title, owner,...) to estimate the confidentiality of the document. AL-DLPT will not block the user and will not stop the actions performed. Data from the alerts will be stored and then anonymized after 6 months. Important notice: Air Liquide Data Leak Prevention Tool is not implemented for the following entities: AL Electronics GmbH, AL Deutschland GmbH, AL Global Mngmt Services GmbH, AL Medical GmbH, AL Forschung&Entwicklung GmbH, IC Home 24 GmbH, AL Global E&C Solutions Germany, SEPPIC Gmbh, VitalAire GmbH, Nord Service Projects GmbH, Licher MT GmbH, OMT GmbH & Co. KG Optimal Medical Therapies, Fabig-Peters Medizintechnik GmbH & Co KG, Zuther & Hautmann GmbH, ZSL - Zentrales Schlaflabor - Dienstleistungs GmbH, AL Advanced Technologies GmbH, AL CO2 Europe GmbH, AL Industrigase GmbH. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
air, airliquide, al-dlpt, chirol, com, corp, data, data leakage, data protection, dlpt, drive, ducreux@eu, english, eugenie, guillaume, leak, leakage, liquide, monitoring, prevention, protection, software, tool, what
As a meeting host or co-host, we can now pin up to three specific tiles for all meeting participants. By doing so, we are able to help ensure the meeting is focused on key presentations and speakers. This feature can be useful when several hosts are sharing their screen. When screen sharing is stopped, we tend to lose the main screen share.With this feature, we can help pin the shared screen for all participants. ?? This is especially helpful for large meeting scenarios like webinars where hosts need to focus everyone on particular content. ?? All participants can unpin these tiles on their screen if they wish.
New Smart Canvas features in Google Sheets and Google Docs
English
eugenie.ducreux@eu.corp.airliquide.com
41
Myriam MAYANGHA
Uncategorized
Published
2025-01-08 12:31:46
24
myITcorner
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2024-10-08 14:43:30
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GIO-EUS-GOPS-DWP-L2
Google is revamping Workspace with the addition of new features and a refreshed look to deliver a simpler user experience. Google have introduced more smart chips and a new way to display dates across Google Sheets that will make it easier for you to quickly preview and interact with dates, locations, and financial information. Additionally, were adding a stopwatch chip to Google Docs that can track how long it takes to complete an activity, helping you stay on task and on time. Place chips When a Google Maps place chip is added to your Sheet, you can open the location directly in Google Maps, and see a preview of the location or find directions. Expanded date capabilities Include dates in your Sheet more easily using the @ entry point with shortcuts like @today, @yesterday, @tomorrow, and @date. Clicking on the date will display a date picker that allows you to update dates as needed. Finance chips Add Google Finance entities, such as stocks, mutual funds, and currencies into a Sheet. Hover over the chip to preview information depending on entity type. For example, for stocks, you can see company name, listing Index, stock price, and market cap. Clicking the chip will take you to the entitys dedicated Finance page. You can insert a finance or map chip in a Sheets cell by following this method:- Type @ followed by a Place or Finance entity. Stopwatch Chips When a stopwatch chip is inserted, you can start, stop, and reset the timer as needed. You can insert a stopwatch chip in Docs by following one or all of the following methods: - Type @ followed by Stopwatch - Navigate to Insert > Smart chips.
airliquide, canvas, chips, com, corp, docs, ducreux@eu, english, eugenie, features, google, google docs, google sheet, mayangha, myriam, new, sheet, sheets, smart, smart canvas, smart chips, tag
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KB0016461
WISE - How do I suggest a translation?
English
Evelyne.Alis@eu.corp.airliquide.com
2
Evelyne ALIS
Uncategorized
Published
2025-07-29 22:09:55
32
myITcorner
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2020-04-03 11:35:02
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EU-PROC-WISE-L2
Some of the expressions used in the menus in Wise are specific to Air Liquide and can be modified. Click on the language at the bottom of the Home page and Suggest translation. 6 - How do I suggest a translation?
airliquide, alis, alis@eu, com, corp, do, english, evelyne, how, language, suggest, titi, translation, translation language english titi, wise
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KB0018744
WISE - How to buy from a free form?
English
Evelyne.Alis@eu.corp.airliquide.com
10
Evelyne ALIS
Uncategorized
Published
2025-07-29 22:09:57
31
myITcorner
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2020-09-29 14:59:28
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EU-PROC-WISE-L2
When an item is not available in a catalogue, punchout or market place, you can create a free form. Cautious: check that the supplier is available in WISE. If not request its creation in your ERP. Requesters Spot Buyer & Requisitioner Local Competency Center From the Wise homepage, click on Write a request. Define your items: Description, Supplier, Commodity, Unit price, Quantity, Unit of measure, Need by date. Attach the Quotation. Click on Submit for Approval. WISE - Requesters presentation - General
WISE - How do I check that a supplier has acknowledged my purchase order
English
Evelyne.Alis@eu.corp.airliquide.com
4
Evelyne ALIS
Uncategorized
Published
2025-07-29 22:09:55
66
myITcorner
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2020-04-01 17:57:57
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EU-PROC-WISE-L2
To make sure that your supplier has received a purchase order and agrees with its terms, ask him to acknowledge it. AL Requester AL Requisitionner AL LCC Click on Activity / Order. Search for your Purchase Order. Open it and check the Acknowledge field. 2- How do I check that a supplier has acknowledged my purchase order?
Before being transformed into a Purchase Order, a Purchase Request may need to go through validation steps of different types. Requester Spot Buyer & Requisitioner Manager Sourcer Spot buyers & Requisitioners validation triggered by free form and Market places Purchase Requests. Business or Procurement specific validation triggered by a field or a combination of fields values (e.g. open order). Manager(s) validation based on the amount of the Purchase Request, the self-validation amount of the Requester and the validation authorization of the Managers. Budget validation, activated when an account is followed by a Budget Owner. What is a validation chain
WISE - How can I save my Search criteria in a view?
English
Evelyne.Alis@eu.corp.airliquide.com
0
Evelyne ALIS
Uncategorized
Published
2025-07-29 22:09:56
34
myITcorner
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2020-04-08 16:33:29
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EU-PROC-WISE-L2
If you are regularly using the same search criteria, you can save them in a View and reuse them whenever you want. ALL Go in the menu where you want to make a search (Orders / Purchase orders, Orders / Purchase order lines, Requests / Requisitions....). Click on Create View at the bottom of the View drop-down list. Define a name, search conditions, columns to be displayed. Click on Save. 7 - How can I save my Search criteria in a view?
WISE - How can I check if the supplier has opened my Purchase Order?
English
Evelyne.Alis@eu.corp.airliquide.com
1
Evelyne ALIS
Uncategorized
Published
2025-07-29 22:09:55
36
myITcorner
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2020-04-07 15:21:26
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EU-PROC-WISE-L2
The strongest guarantee that your supplier agrees with your Purchase Order is for him to acknowledge it. But sometimes, you simply want to see if he/she has opened the Purchase Order… Requester Requisitioner Local Competency Center Click on Activity / Order. Search for your Purchase Order. Open it and check the Acknowledge field. 15 - How can I check the supplier has opened my Purchase Order?
Catalogs are articles negociated by Air Liquide with a specific supplier. Before creating a Purchase Request, check if the article you need to buy is available in a catalog Requester Spot Buyer & Requisitioner Local Competency Center Use the Search bar at the top of the home page to find your article. Select the item you want to buy. Change the quantity and click on Add to cart. Add the Need By date and save the item line. Click on Submit for approval. WISE - Requesters presentation - General
WISE - How can I use the Search feature more efficiently?
English
Evelyne.Alis@eu.corp.airliquide.com
0
Evelyne ALIS
Uncategorized
Published
2025-07-29 22:09:55
32
myITcorner
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2020-04-07 17:26:34
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EU-PROC-WISE-L2
You have the possibility to make searches that combine several groups of conditions. ALL Go in the menu where you want to make a search (Orders / Purchase orders, Orders / Purchase order lines, Requests / Requisitions....) Click on the Advanced button. Select your first criteria and click on the Add group of conditions button. Select your other search criteria. Use the Match conditions drop-down list to use either the OR or AND operators. 8 - How can I use the Search feature more efficiently?
A market place is a multi_vendors platform accessible from Additional Stores in Wise. Requesters Spot Buyer & Requisitioner Local Competency Center Select your market plce from the Additional stores in the right part of the Home page. Select the item you want to buy either from the Search bar or from the items menu. Change the quantity,click on Add to cart and Checkout. Add the Need By date and save the item line. Click on Submit for approval WISE - Requesters presentation - General
WISE - How do I display information on the home page?
English
Evelyne.Alis@eu.corp.airliquide.com
2
Evelyne ALIS
Uncategorized
Published
2025-07-29 22:09:55
40
myITcorner
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0
2020-04-03 10:20:27
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EU-PROC-WISE-L2
You can use Announcements to communicate directly with your users and share information like: Posting date closure New catalogs Tricks & tips... Click on Setup / Announcement. 4 - How do I display information on the home page?
WISE - How do I check that my Purchase Order has been received by a supplier?
English
Evelyne.Alis@eu.corp.airliquide.com
5
Evelyne ALIS
Uncategorized
Published
2025-07-29 22:09:53
30
myITcorner
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Procure to Receipt
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NaN
2
2019-10-28 11:21:45
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EU-PROC-WISE-L2
In a nutshell: Click on Setup / Outbound email / Search for PO number / Check the status See how it works: Video If you want to know more: Trick & Tips
Good Receipts have to be done as soon as goods or service are physically received. If not it may trigger an Epinal process. You can make a full or partial good receipt. To cancel a Good Receipt, contact your Spot Buyer & Requisitioner. Requesters Spot Buyer & Requisitioner Local Competency Center Central Receiver Click on your first name and Activity. Select the Purchase Requisition that needs to be received. Click on the Truck at the end of the line. Click on Quick receipts for a full reception or enter the quantity received in each line. Enter the Delivery Note Number. Click on Save. WISE - Requesters presentation - General
airliquide, alis, alis@eu, com, corp, english, evelyne, good, gr, gr good receipt english requester, how, make, receipt, requester, wise
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KB0016909
WISE - How to buy from a punchout?
English
Evelyne.Alis@eu.corp.airliquide.com
7
Evelyne ALIS
Uncategorized
Published
2025-07-29 22:09:56
38
myITcorner
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NaN
0
2020-05-04 13:49:04
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EU-PROC-WISE-L2
A punchout is a catalogue managed by the supplier on his own website and accessible directly from WISE. Requesters Spot Buyer & Requisitioner Local Competency Center Select your punchout from the Additional stores in the right part of the Home page. Select the item you want to buy either from the Search bar or from the items menu. Change the quantity,click on Add to cart and Checkout. Add the Need By date and save the item line. Click on Submit for approval. WISE - Requesters presentation - General
SeeQ requires individual AF Databases to be manually enabled to save resources and keep the hierachy as simple as possible - for this reason every new AF Database you'd like to be visible from SeeQ requires a manual procedure to be done in SeeQ servers. You can request this by opening a ticket to SIO L3 Production Assets team indicating the AF Database name.
af, airliquide, colombo, colombo@am, com, corp, database, databases, english, ezequiel, new, new database, pi, seeq
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KB0019767
Intelligent Hub - Enroll a macOS device (macbook, iMac)
English
fabrice.forgeait@eu.corp.airliquide.com
393
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-07-29 19:22:03
12
myITcorner
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28
2024-10-25 10:45:17
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GIO-EUS-GOPS-WORKSPACEONE-L3
Intelligent Hub - Enroll a macOS device (macbook, iMac) This article describes the procedure how to enroll macOS devices in Intelligent Hub. Enroll your device in Intelligent Hub allows the following features : Access to Kite environmentAccess to all Air Liquide corporate resources (internal & SaaS over WiFi Corporate, wired or VPN)Access to a personalized App storeKeep device fully secure from modern attackUnique provider identified to deliver in compliance with Air Liquide requirements (SSO)Yourway 2.0 security service (Privileges management) Prerequisites The device needs to be on Apple Business Management (DEP) to be enrolled in a corporate environment (If not you need to ask for registration from your reseller and provide AL instance n° 1497490)An Okta AccountMobile device access for macOS devices (Follow the procedure here)Do not use WiFi Corporate corporate Wi-Fi during staging phase (To be authorized on WiFi Corporate you need to request a business mobile device access via CARM) (Follow the procedure herePower plugged on the device IMPORTANT : Make sure that you have a current backup of your important files. Learn how to back up your Mac. Step 1 You need a registration token from myCarm. This will serve to complete the following steps. You will receive it by email. Step 2 If your device run Big Sur version, press simultaneously on Option command and r at Mac power on. Otherwise your macOS will need to be recovered over the Internet and install the latest macOS version on your mac. When the Mac is stated click erase data on recovery assistant on top left of the screenSelect Erase this Mac and validate the warnings. The Mac will restart. See known issues Step 3 At earth icon prompt select a WiFi network (Don't use the corporate Wi-Fi!)Take care when for the password the keyboard should be blocked on QWERTY mode ! Step 4 Wait for the mac activation message and go to the recovery tool section. Select reinstall macOS and click continue twiceAccept the EULA then select the Hard Drive to install the OS and continueWait for download and install completed. May vary depending on Wi-Fi connectivity. Step 5 Connect to a WiFi network at prompt (Don't use the corporate Wi-Fi!) Step 6 Reach the remote management screen Remote management: Air Liquide America Corporation.If you dont see this, reboot or contact GIO Support team for adding the laptop on DEP Mode.Follow this link to know how to order a preconfigured DEP macOS device from an authorized reseller. Step 7 Enter the token received in step 1 Step 8 Create your own password. Be careful, You wont receive a verification step. Step 9 Your Firstname / Lastname user session has been automatically created. Set your Password set in step 8 Step 10 Enable Filevault feature Step 11 Enable Locations Services : Step 12 Wait a few minutes and click continue after backing up the recovery key and let the process end. Step 13 Follow installation process steps. You can set your fingerprint and other features. Step 14 For onboarding status click on Intelligent Hub icon and wait for installation completion. You can authorize intelligent Hub notifications at pop-up and following notifications. Step 15 An Okta prompt appears. Enter your corporate email address then use your Okta authentication process then click on Validate. Step 16 Synchronised your Active Directory Account you need to be on a corporate network. Pulse Secure should be activated and connected for this manipulation. You can also be on WiFi Corporate then click on the Key icon on the top right corner then click Sign In. If you are not connected on a corporate network you will get this window : Remember : To be able to use the corporate network the step 15 should be complete. Step 17 Enter your firstname.lastname then Password : Active Directory password (same as Windows) Step 18 Enter your Active Directory password in your new Mac session. It will be synchronized with your domain account and will be the new password. Step 19 Authentication should be confirmed with password validity : Step 20 Password can also be changed if needed and when expired. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Intelligent Hub - What does it mean to "enroll" a mobile device?
English
fabrice.forgeait@eu.corp.airliquide.com
1188
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-08-20 15:51:29
31
myITcorner
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5.00
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4
2024-08-30 16:56:08
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GIO-EUS-GOPS-WORKSPACEONE-L3
What does it mean to "enroll" a mobile device? You want to access corporate apps (such as your professional mailbox Gmail) on your mobile device? Then you must install Security Policies defined by the Group on this mobile device. Thus, enrolling a device consists of installing Security Policies on it. Before enrolling your mobile device, choose between these 2 profiles : Business only Mixed Usage To access this service, you have to : 1. Request Mobile Device Access permissions through CARM. 2. Please follow the procedure depending of your device and chosen profile. Android iOS Business Only Mixed Usage Business Only Mixed Usage Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Learn to enroll multiple devices in Intelligent Hub
English
fabrice.forgeait@eu.corp.airliquide.com
1504
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-07-29 19:21:59
30
myITcorner
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1.00
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49
2024-06-11 14:22:31
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GIO-EUS-GOPS-WORKSPACEONE-L3
Enroll multiple devices in Intelligent Hub This article describe the procedure to enroll multiple devices on Intelligent Hub to access Air Liquide's apps. For example your mobile and your tablet. Step 1 On your computer, go to CARM. Step 2 Click on My access Step 3 Expand and select Mobile Device Access Step 4 Click on Mixed Usage or Business Only depending on the desired profile then choose how many devices you wish to enroll Step 5 Enter a justification Step 6 Press Submit (a notification will be sent to your Carm approver) Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Through CARM, you can update some personal information on your own and which also displays on your Kite Contact, such as phone numbers, office place, CARM language. For some others you can only raise request to change like your CARM approver/Hierarchical Manager/Location. How to update some information on my own? Click on Menu "My Information" You can Only Modify Fields in white You're an AL employee, greyed ones are managed by HR only (you need to contact your HR to ask them to modify them is needed) for AL employee. You're a subcontractor, greyed ones are updated by your CARM validator Note: On the phone number fields (office, other, mobile and fax) you must enter a phone number following the international format (+country code). If your name and email address is wrong and need to be renamed, you have to raise a Request in MyITCorner. (the email is formatted by your Name and First Name, that's why you need to modify all those settings and make this Request).
Learn to transfer a subordinate from a location to another in Carm
English
fanny.croixmarie@eu.corp.airliquide.com
300
Vincent CAO
Uncategorized
Published
2025-07-29 20:38:35
28
myITcorner
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NaN
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NaN
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13
2024-03-01 17:30:58
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GIO-SEC-CARM-L2
Both subcontractor and Internal Air Liquide employee transfer can be done inter-entities (from one entity to another) and intra-entity (from one location to another inside the same entity). Transfer a subordinate location 1 - Connect into CARM https://carm.apps.airliquide.com/ 2 - In the homepage, click on My Team image. 3 - Select the external user’s Name to edit his/her CARM profile 4 - Click on Notify a departure/Transfer... 5 - Click on the accurate Move option 6 - Select the destination Entity and Site Fill the mandatory fields marked by a red star By default the transfer date is the day when you submit the request, choose a later date if you want to schedule in advance the transfer on field “Validation process start date”. Select the button to keep user’s current AD access (best practice : user should not keep his access from source entity). We also recommend to communicate a replacement who could be user’s manager or another person to transfer the ownership of google groups and shared folders and also user’s validation scope (e.g subordinates). 7 - Click on Submit to launch your transfer request As a result, the destination HR team will receive an update action and approve the transfer. FOR APAC - Service Desk will approve the request via CARM once user submit request for Transfer Steps as below : 1. Click on My Task 2. Confirm the username and request time and click on this icon 3. Input "Approval comment" and click on "Approve" button
airliquide, another, cao, carm, com, corp, croixmarie@eu, english, fanny, learn, location, other, other location, subordinate, transfer, vincent
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KB0043160
Learn to create a compliant Knowledge article in myITcorner
English
fanny.croixmarie@eu.corp.airliquide.com
11
Guillaume CHIROL
Uncategorized
Published
2025-07-28 21:35:28
13
IT Knowledge
NaN
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0
2023-12-11 13:43:23
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GIO-PCI-ITSM-Global Process Manager
This article will help you creating a knowledge article compliant to myITcorner Golden Rules As a reminder, all newly created knowledge articles must be compliant to golden rules in order to ease, standardize and personalize the user experience through all Digital & IT interfaces and simplify the access to all services. Title A good title for end users is a title integrating a clear action and the topic : : ?“Learn to create a new Air Liquide account for new comer in CARM” is easy to understand. X“CARM - End-User Guide - How to create a new Air Liquide account for a newcomer?” is NOT easy to understand Here is a list of verbs to use and their alternatives for a restricted number of words. Verbs to use Learn Understand This may not work for informational content : news or FAQ should reflect their content in a simple sentence Short Description Short description must describe how the article will help the users: ?“This article will help you in creating a new internal employee account in Carm” is easy to understand. X“To order your Windows application” is NOT easy to understand Icons A standardized icon must be uploaded for articles. Air Liquide display it’s own media library which has recently been completed with pictograms useful for all IT content : https://medialibrary.airliquide.com/media/?viewType=grid User Criteria User criteria (Can Read and Cannot Read fields) must be used and set to define the visibility of each article to the right group of employee : Bis Americas's users don't use Gideons related tools Nordic InfuCare have its own device purchase process Bis Seppic have its own Service Desk IT users have visibility on more content than non IT users If you have no knowledge about which user criteria to set, please contact the service owner of the topic Translation : All translated version must be requested, depending on the User Criteria If you don't find what you are looking for, please start a chat with myAssistant, Call the Service Desk or create a Ticket !
CARM - HR Guide - How to use the new request for creation, update or termination
English
fanny.croixmarie@eu.corp.airliquide.com
209
Guillaume CHIROL
Uncategorized
Published
2025-07-29 20:40:09
27
myITcorner
NaN
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NaN
NaN
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NaN
NaN
3
2024-03-01 18:21:02
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GIO-SEC-CARM-L2
In order to proceed with urgent request for creation update or termination of an employee managed by Workday in CARM, you can raise a request available here: The request is very easy to use: Make sure to put the name of the HR requester in the Requested For value Select the action you need: creation, update or termination Complete the field required. During the cutover of CARM (23th of March until 6th of April), the request will be performed during the next 24 hours maximum. Between the 6th of April until the 4th of May, the request will be performed during the next 12 hours. After May 4th, the request will be performed during the next 4 hours.
Perimeter : Shared folders stored in NAS servers and managed by CARM. Steps to be followed : 1 - Log in CARM 2 - Click on "My Access" 3 - Click on "Request access to an existing folder" 4 - Select the server and concerned folder(s) If you want to have access to a folder which is not displaying in the CARM list, you need to request for access to its parent folder. 5 - Select the type of permission 6 - Enter a justification/explanation of your need in order to help the folder's managers taking the accurate decision. 7 - Submit your request As a result : Your request will require folder’s managers approval. You will be informed by email of the approval or deny. Once your request in CARM ends successfully, you will need to restart your windows session (Start Menu / Close Session) then browse with your windows explorer to open the concerned folder
This article will help you creating a Request compliant to myITcorner Golden Rules As a reminder, all newly created request must be compliant to golden rules in order to ease, standardize and personalize the user experience through all Digital & IT interfaces and simplify the access to all services. Title A good title for end users is a title integrating a clear action and the topic : ?“Install Excel” is easy to understand. X“Excel” is NOT easy to understand Here is a list of verbs to use and their alternatives for a restricted number of words. Verbs to use Alternative verbs Install, Download Implement, Save, Import, Deploy, Launch Update Renew, Refresh, Upgrade, Modify, Add, Change Set-up, Enroll Activate, Configure, Manage, Connect, Access, Login, Register, Add Short Description Short description must describe how the request will help the users: ?“Request an access to RECORD feature of Google Meet” is easy to understand. X“To order your Windows application” is NOT easy to understand Icons A standardized icon must be uploaded for request. Air Liquide display it’s own media library which has recently been completed with pictograms useful for all IT content : https://medialibrary.airliquide.com/media/?viewType=grid User Criteria User criteria (Available for & Not available for) must be used and set to define the visibility of each article to the right group of employee, taking into account the different constraints : Bis Americas's users don't use Gideons related tools Nordic InfuCare have its own device purchase process Bis Seppic have its own Service Desk IT users have visibility on more content than non IT users If you have no knowledge about which user criteria to set, please contact the service owner of the topic Translation : All translated version must be requested, depending on the User Criteria If you don't find what you are looking for, please start a chat with myAssistant, Call the Service Desk or create a Ticket !
Air Liquide Account LifeCycle - (CARM, Kite, Windows) Air Liquide account, also known as CARM account, includes CARM, Kite and Windows accounts, which are all managed from CARM. The following article will describe the Life Cycle of the Air Liquide account from its creation to its deletion. Account creation An Air Liquide account is necessary for employees to be able to access their work tools, such as the email, computer and much more. Whether a direct employee or subcontractor, an account must always be requested for all newcomers. If you are located in the list below, the Air Liquide employee’s account should have been created by your HR department. Please search in CARM for the employee’s account. If the account is still not present, please contact your HR department for further assistance. APAC: all entities except E&C China or ALAM. Americas: all entities from USA and Canada, except Air Gas. If not on the list or the new account is for a Subcontractors (SC) or Business Partner (BP), the account creation request must be submitted via CARM by the manager of the employee. Please see How to Create an Air Liquide (CARM) Account Account Edition (Update) Account updates can happen when an employee has changed job positions, moved to a different location or entity, or transferred from one manager to another. If you are located in the list below and need to update an Air Liquide employee’s account, contact your HR department, remember to verify in CARM in case the user's account has already been updated. APAC: all entities except E&C China or ALAM. Americas: all entities from USA and Canada (except Air Gas). If not on the list, or needing to update a subcontractor or business partner’s account, visit CARM . You can update Job Title. Department. Entity. Location. CARM Approver. Hierarchical Manager. Assistant. Account Expiration Date. Please see How to Update an Air Liquide (CARM) Account for further details. To change an employee’s contract to subcontractor, or a subcontractor to a permanent employee see Change employee contract type. This request can be submitted only by HR. In case of a name change for legal or other reasons see Change employee name in corporate account. You can also update a phone number, to either an employee, Subcontractor (SC) or Business Partner (BP), using CARM. For other details please contact your HR Department. Account Termination Account termination happens when an employee has left the company, either permanently or temporarily, in either case the account must be put on hold for security reasons. If you are located in the list below and need to terminate an employee, contact your HR department. APAC: all entities except E&C China or ALAM. Americas: all entities from USA and Canada (except Air Gas). If not on the list or need to terminate a Subcontractor (SC) or Business Partner (BP) Air Liquide account see CARM - How to Terminate an Air Liquide (CARM) Account Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Learn to request accesses in Carm on behalf of another user
English
fanny.croixmarie@eu.corp.airliquide.com
696
Vincent CAO
Uncategorized
Published
2025-07-29 20:38:31
29
myITcorner
NaN
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5.00
NaN
NaN
NaN
NaN
16
2024-03-01 17:46:44
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GIO-SEC-CARM-L2
You can request new access (folders, Kite groups, other applications managed by CARM) on behalf of any other user (coworker, sub-contractor, Business partner). 1 - Enter the name of the user in Search field. 2 - Click on this icon to edit user's current access: 3 - Select the accurate access request (e.g : Request access to existing folder) then follow the instructions: 4 - Click on Submit (an approval notification will be sent to the accurate validator for action). 5 - After approval your access will be granted.
access, accesses, airliquide, another, another user, ask, behalf, cao, carm, com, corp, croixmarie@eu, english, fanny, for, learn, request, vincent
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KB0042815
Implement golden rules when creating IT content for end users
English
fanny.croixmarie@eu.corp.airliquide.com
17
Guillaume CHIROL
Uncategorized
Published
2025-07-28 21:35:28
16
IT Knowledge
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NaN
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NaN
NaN
1
2023-11-15 17:02:21
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GIO-PCI-ITSM-Global Process Manager
What is IT content for end-users and where to find it ? All IT content dedicated to internal and external end users of the Group and displayed through the following channels: MyITcorner IT news Requests Knowledge articles KiteCorner Lumapps Articles Push mails Digital Signage Posters etc.. Why implement rules ? To ease, standardize and personalize the user experience through all Digital & IT interfaces and simplify the access to all services. Golden rules Ease end-users journey when looking for IT information, relies on five pilars: Title : The titles must follow the same rules Short Description : Short description must indicate the purpose of the provided service Icons or associated Logo : A standardized icon must be uploaded for all contents Visibility / User criteria : User criteria must be used and set to define the visibility of each Article/Request Translation : A translated version must be requested, depending on the visibility. For more detail about knowledge creation golden rules and requests creation golden rules, please check dedicated KB
Learn to synchronize your Windows workstation with a managed Cirrato printer
English
fanny.croixmarie@eu.corp.airliquide.com
45
Sebastien PLAUD
Windows - Storage / Performance
Published
2025-07-29 13:41:52
13
myITcorner
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17
2024-04-11 11:48:50
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GIO-EUS-GOPS-CWS-MPS-L3
In order to use the Cirrato Managed Print Services every user will need to have Cirrato application installed on their workstation. This only needs to done once. Prerequisites This document is suitable for you if you: Work on an Air Liquide Windows device Use a Xerox printer located in Europe Have Cirrato installed on your workstation (Request here) Register your badge on the printer (Procedure here) Step 1 On the down right corner (located on the windows taskbar), click on the little arrow Step 2 Double click on the Cirrato icon. Step 3 The following window will now open. Step 4 Type “cirrato” in the first line, and click on “Search” Two lines will appear: The first one Cirrato Follow Print: this is the one that is already installed (in blue here). this is the one you have to install The second one: Cirrato Follow Print, comments “PCL6 Driver” ⇒ Double click on this second line. The installation of the printer driver begins. The line will become green and in the column Installed you can see a Yes in front of Cirrato Follow Print. Step 5 On Windows 10, click the Start button, Settings then click on Devices and click on Printers & Scanners You can now see both “Cirrato Follow Print” and “Cirrato Follow Print_PCL6” Step 6 Click on Cirrato Follow Print_PCL6, and then on Manage Step 7 Click on Set as Default. The printer status is now Default. When you will print, the printing will now be launched on Cirrato PCL6 by default.
Learn to test your Windows password after it has been reset in Carm
English
fanny.croixmarie@eu.corp.airliquide.com
78
Martin GAITE
Windows - Storage / Performance
Published
2025-07-29 20:40:07
10
myITcorner
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22
2024-03-01 18:16:06
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GIO-SEC-CARM-L2
How to Test/Synchronize Windows Password After I Has Been Reset Once the windows password has been changed through CARM, make sure to synchronize the new password with the device. This is important especially in cases where you are working remotely, connected to the Air Liquide network via Pulse Secure. If you still have not changed your password, see How to change my accounts passwords ? How To Synchronize The Password 1) On your computer’s Search Bar, search for CMD and right click on the result, Command prompt. 2) Select "Run as different user" or in case there is no such option, select "Open file location".3) If you select "Open file location", it will open the file location, where you need to press and hold the Shift button + Right click on CMD again, and select "Run as different user"4) A pop-up will open, enter your Windows credentials with the new password.5) If the correct password is inputted, the Command prompt window should open. If that happens, the password should be correctly synced. 6) You can test the synchronization by pressing "Ctrl+Alt+Delete", locking your screen and login back in with the new password. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
account, active, ad, after, airliquide, been, carm, carm windows network nt account password reset ad active directory synchronize synchronization test lock pulse secure vpn remote remotely windows password reset account syncronization, com, corp, croixmarie@eu, directory, english, fanny, gaite, has, learn, lock, martin, network, nt, password, pulse, remote, remotely, reset, secure, software, synchronization, synchronize, syncronization, test, vpn, wifi, windows, your
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KB0014352
Learn to transfer a computer from a user to a new one
English
fanny.croixmarie@eu.corp.airliquide.com
227
Maik GERHARDS
Uncategorized
Published
2025-07-29 22:05:57
23
myITcorner
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
87
2024-01-15 15:05:05
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GIO-EUS-GOPS-USER-DEVICES-L3
Raise a request "transfer a device" in myITcorner so in the IT systems all the administration of the asset is correct and up to date. When the Air Liquide helpdesk is checking your contact details and device details, they might find incorrect and not up to date date of a device if a user is using a device listed officially under someone else's name. Steps how to create the transfer device request: Click on "Devices" Choose "Set up my devices" or "return a device" Click on "transfer a device" Fill out the request with the mandatory data, choose the pc name from the list Be Carefull !!! If you can not find the pc name in the drop down list, it means the pc is not under your name registered as asset. In this case please contact your local IT or the service desk and ask them to create the request in your name.
airliquide, asset, collegue, collegue's pc, com, computer, configuring, configuring for other person, corp, croixmarie@eu, desktop, desktop of my collegue is now mine, device, english, fanny, gerhards, got, hardware, i got a pc of my collegue who left, i inherited a pc, inherited, laptop, learn, left, maik, mine, my, new, new device owner, now, one, other, owner, pc, person, reconfigure, reconfigure asset, reconfigure laptop, request, transfer, transfer device request, who
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KB0016231
Learn to onboard a new Internal employee in CARM
English
fanny.croixmarie@eu.corp.airliquide.com
649
Vincent CAO
Uncategorized
Published
2025-07-29 20:38:33
31
myITcorner
NaN
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5.00
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43
2024-03-01 17:27:51
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NaN
GIO-SEC-CARM-L2
1 - Connect into CARM https://carm.apps.airliquide.com/ 2 - On the homepage, under quick links, click on Onboarding. Then you have to follow 5 steps, click on Next to browse in between 3 - Select attachment Entity and site, type of person to register user. Then click on Next button Focus on type of person : AL employee = permanent employee Temporary employee (Expiry date is required) Apprentice (Expiry date is required) Trainee (Expiry date is required) For next steps, fill-in at least the mandatory fields marked with red star and HR Number or Workday Id . We also recommend to fill below fields : Title and Department. Choose the appropriate language 4 - When you reach step5 click on Submit button to register your request 5 - You can follow-up the status of your request by clicking on My Requests at the top menu bar Notes : if this message « Existing Preferred UID proposed by the requestor… » displays under information column, it means that: Either the person you are trying to create has an Homonym in the company. Either this person already exists (Windows account and/or email). You will be contacted by CARM support team. 6 - Result of your request, some accounts will be created (e.g. corporate Windows account, a Kite account and an emailbox) and their login/password will be sent to the manager of the collaborator (expect around 30min for the completion of your request)
airliquide, cao, carm, com, corp, croixmarie@eu, employee, english, fanny, internal, learn, new, new user, onboard, onboarding, vincent
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KB0043996
Learn to use E-expense and its features
English
fanny.croixmarie@eu.corp.airliquide.com
144
Luigi GANDOLPHO-SC
Uncategorized
Published
2025-07-29 15:03:23
28
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
6
2024-02-07 12:01:34
#########
NaN
BAP-COE-EAPP-L2
1) E-mail notification access New Onboard employee will received the email notification from FSSC Master Data Team to check the profile information & Bank Details. 2) Login/Logut 2.1) Login To log in to the E-expense plataform, click here.Users have two options to login:1. By Doamin - No password is required 2. By Employee No - Enter the employee no and password ??Important: Users’ who are created by Administrators/System must change their password at their very first login attempt. 2.2) Logout Step 1: Click to exit. Step 2: 2. On success logout, system will redirect back to Login Page. 3) My Profile User are only allow to change the following 1. General Account information 2. Additional Bank Account / Payment information 3. Approval Information ??Important: An approver can set a proxy approver for approve/reject submitted claims behalf of him/her till it meets the proxy expiry date. 4) Dashboard 4.1) Information avaiable Contains summary of your claims. Eg: Pending for approvals/Approved and waiting for payment/Last 12 months expenses/Top 5 expense item/Expense History. Consists of all of your expense request. Eg: (Draft, In progress, Approved, Rejected, Checked, Scheduled, Paid). Click to view/update your profile information. 4.2) MY DASHBOARD Overview Fields available on my dashboard, and what each one means. 5) Expenses Consists of all of your expense request. Eg: (Draft, In progress, Approved, Rejected, Checked, Scheduled, Paid) 5.1) Expenses Summary 5.2) Types of expense There are four main Expenses types: 5.3) How to create a Request Step 1: Click Add New Expenses Step 2: Select correct Expense Type Step 3: Select the Channel Type: Local - For local trips Foreign - For oversea trips Step 4: Indicate the nature of expenses claims (ie: purpose of trips with date, etc) Step 5: Click Save Step 6: Click Add Line Item Step 7: Select your expenses categories accordingly Step 8: Fill in the fields as below: Trnasaction date: Bill/Receipt Date Summary: Short description with receipt number Bill Amount: Claim amount as per receipt Currency Code: Currency on receipt Exchange rate: Applicable only for reifn currency expenses Step 9: Once all done, click 'X' to close the dialog box 5.4) Edit or Delete expenses lines Added Expenses Lines are editable/delete before claims submit to approvers 5.5) Cash Advance Request Applicable only to the countries which allowed Cash Advance Request Below field is used for Cash Advance Liquidation Step 1: Step 2: Step 3: Step 4: _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
Resolution for Error message: "Mode of delivery is not valid for item number"
English
fawwaz.rizvi@am.corp.airliquide.com
9
Fawwaz RIZVI
Uncategorized
Published
2025-07-29 2:01:49
6
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2022-06-08 17:50:07
#########
INC0956387
BAP-COE-GID-L2
2022-06-08 17:50:06 - Fawwaz RIZVI Additional comments Resolution notes:Customer's address did not populate on Sales Order, since it was missing at customer level. Address likely did not transfer over from SF, as customer's city Clarence-Rockland did not exist in D365 as a list of available cities. City was added to address Database, and customer delivery address was manually added at the customer level. Item OXM5AL can now be added with no error. User notified and was able to continue sales order. 2022-06-06 18:12:47 - Sharon GARCIA-SC Additional comments Requested forAudrey LAVERGNECall back number+1 613-741-0200SourceSelf-serviceConfiguration itemAirliquide Healthcare Canada - Microsoft D365- PRODBusiness ServiceBAM - Customer Relationship ManagementUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionWhen we try to put OXM5AL on a sales order we got the message 'mode of delivery is not valid for item number OXM5AL'S100198718 : ANTONIO FLOCCO (empty sales order as we cannot save anything)ACC-00426807
Prerequisites Be registered into Okta service. Learn to connect to Okta for the first timeIf Okta authentication screen don't show up, subscribe to the chromebook role to know your Google password in CARM (Mobile Device Access > Chromebook / Non-Windows User) Recommended hardware are listed below : Use this guide to help you order the right configuration given by the type of your meeting room. _________________________________________________________________________________________________________________________________________________________ Step 1 Turn on your device. Step 2 (Optional) Connect a USB keyboard to the device.You can enroll a device without using a USB keyboard, but the virtual keyboard will not appear on the touchscreen. Step 3 Complete the on-screen setup to select your language, keyboard layout, time zone, and network. Disable the Wi-Fi before continue. The device must be always connected to internal network through ethernet cable ! Step 4 Read and accept the Chrome OS Terms of Service. Step 5 Sign in with your Air Liquide own credentials using OKTA authentication at the prompt pop-up OR use your Google password (see prerequisites) if Okta screen don't show up.Please do not use any other accounts than your own one to enroll Google Meet hardware. Step 6 When enrollment is complete, click Done. In case of wrong timezone, please contact our service desk. they come back to you soon to modify the configuration in a proper way. Step 7 When the Google Meet hardware screen appears, follow the on-screen instructions to test your camera, microphone, and speaker. Tip: If you cant see video or hear audio during the test, make sure your camera, microphone, and any speakers are connected. It might help to unplug the cables and plug them in again. Note for Logitech and Poly devices For Logitech and Polycom devices, please open a ticket to the service desk by mentionning the serial number of the device and the pairing code. To properly update these devices and get the latest updates, some network flows will need to be opened as listed below : Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Meridian- How to Log In to the Meridian Mobile Application on Windows
English
ferdinand.rochas@eu.corp.airliquide.com
86
Magalie MIJOLA
Windows - Storage / Performance
Published
2025-07-29 22:06:09
7
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
2
2025-06-19 15:04:26
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NaN
BEU-LI AP-MERIDIAN
(A French version is available at the bottom.) How to Log In to the Meridian Mobile Application on Windows To access your Meridian mobile application on a Windows device, please follow these steps carefully: 1. Server Address: Begin by entering the server address: meridian.apps.airliquide.com in the application's server field. 2. Email ID: For the username or email field, use the portion of your Air Liquide email before the "@". For example, if your email is aditi.tiwari@airliquide.com, then just enter aditi.tiwari. 3. Password: In the password field, ensure that you do not use the pin which was created post installing Okta. Instead, use your Windows login password which you created at CARM. If you encounter any issues logging in, it's recommended to reset your password through the CARM system and attempt to log in again with the new password. ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- (Une version anglaise est disponible en haut.) Comment se connecter à l'application mobile Meridian sur Windows Pour accéder à votre application mobile Meridian sur un appareil Windows, veuillez suivre attentivement ces étapes : 1. Adresse du serveur : Commencez par entrer l'adresse du serveur : meridian.apps.airliquide.com dans le champ du serveur de l'application. 2. Identifiant de messagerie : Pour le champ du nom d'utilisateur ou de l'e-mail, utilisez la partie de votre e-mail Air Liquide avant le "@". Par exemple, si votre email est aditi.tiwari@airliquide.com, alors entrez uniquement aditi.tiwari. 3. Mot de passe : Dans le champ du mot de passe, assurez-vous de ne pas utiliser le pin qui a été créé après l'installation d'Okta. Au lieu de cela, utilisez votre mot de passe de connexion Windows. Si vous rencontrez des problèmes pour vous connecter, il est recommandé de réinitialiser votre mot de passe via le système CARM et d'essayer de vous connecter à nouveau avec le nouveau mot de passe.For any further questions users can contact : meridian-communication@airliquide.com
account, airliquide, application, com, corp, english, ferdinand, how, log, login, magalie, meridian, meridian account, meridian login, meridian mobile application, meridian-, mijola, mobile, rochas@eu, software, windows
NaN
KB0017480
Training Power BI - BIG Catalog
English
ferdinand.rochas@eu.corp.airliquide.com
201
Florence DE MARESCHAL
Uncategorized
Published
2025-07-29 21:41:28
7
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-07-15 15:48:21
#########
NaN
GDO-BI-SUPPORT-L3
All information regarding BI Trainings are on our Intranet page : https://sites.google.com/airliquide.com/bi-group/bi-group-trainings?authuser=0
airliquide, bi, big, catalog, com, corp, course, de, english, ferdinand, florence, learn, mareschal, power, powerbi, rochas@eu, training
NaN
KB0049998
Meridian Explorer - Application Issues
English
ferdinand.rochas@eu.corp.airliquide.com
202
Paul VON BURG
Uncategorized
Published
2025-06-19 15:02:57
4
GIO Service Desk
NaN
#########
NaN
BAM - Primary Production
NaN
NaN
NaN
49
2025-06-19 15:02:51
#########
NaN
BEU-LI AP-MERIDIAN
REGION:AME ENTITY:BIS AMER SYMPTOMS: The following article describes how to address issues with the Meridian Explorer application. BEFORE YOU START: Meridian Explorer is a web-based application which is divided into three user interfaces: Meridian ExplorerBrowse, search and redline drawings (DWG and compound (DWG/TIF) type files). Official registered users have access. Bookmark this link.Meridian PowerView and edit project documents in a workflow. Assigned Power-users can view redlines and comments and have the option to edit particular document(s) depending on their role within the system. This module is accessible for registered subject matter experts, design authorities, project managers, plant managers, plant engineers, project engineers and zone engineers. Bookmark this link.Meridian Portal - (Only for project managers and contractors)This module is used for document distribution to/from external users. It is open to project managers, project engineers, zone engineers and contractors who have been given access. Bookmark this link. The application is accessed through the links above User needs to have been added to the appropriate AD groupUser needs to be on the Air Liquide VPNUser needs to have all prerequisite software (application drivers) installed on their machine STEPS: General Issues: For any general issues or request within Meridian Applications Have the user contact the application administrators listed below: Application Administrators: Paul Von Burg - paul.vonburg@airliquide.com Mamta Kanade - mamta.kanade@airliquide.com Server Issues: For any server issues, create an incident and send it to the Assignment Group indicated below. LOGGING CATEGORISATION: For server issues and blank ESS opened by the user: Business service: BAM - Primary Production Configuration item: Meridian EDMS - AMER - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-CS-AMER-WINDOWS-L2 Resolution Notes: Guided user to application administrators. When redirecting to key user: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to key user
airliquide, ame, americas, application, aspx, bcenterprise, burg, com, corp, driver, english, explorer, ferdinand, home, http, integration, issues, meridian, meridian explorer - support model ame americas meridian explorer power portal meridian us prod application software driver integration server issue problem\n sana sana-edmsdp02 sana-sana-edmsap03\n http://sana-edmsdp02/bcenterprise/home.aspx\n http://sana-edmsap03/meridian/start, model, paul, portal, power, prod, rochas@eu, sana, sana-edmsap03, sana-edmsdp02, sana-sana-edmsap03, server, software, start, support, us, von
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KB0039960
Learn to use the Chatbot MyAssistant
English
ferdinand.rochas@eu.corp.airliquide.com
676
Guillaume CHIROL
Uncategorized
Published
2025-07-29 20:01:28
9
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
9
2025-06-16 10:01:37
#########
NaN
GIO-EUS-MyItCorner-L2
Learn to use the Chatbot MyAssistant myAssistant Chatbot - Guide & tips This article aims to detail the uses and tips of the myAssistant chatbot. Its aim is to help users regarding IT. You can have access to the chatbot on myITcorner and via Google Chat. Note : myAssistant is solely for IT issues or requests. Prerequisite For an optimized experience and have access to all the chatbot features, please connect the myAssistant chatbot to ServiceNow. To do so, click on "Log in with Okta". Note: Prior to logging in with ServiceNow, you must have activated Okta Verify. Then, click on "Allow". Chatbot Usages In order for the chatbot to better understand what you need help with, please ask only one question or formulate one idea at a time. I need help with I want to create a request regarding I want to install The chatbot can help you regarding different IT subjects: All the knowledge articles available on MyITcorner can be displayed directly within the chatbot. The chatbot can give you the meaning of IT acronyms & give you the description of applications. The chatbot can guide you through some procedures.The chatbot can help you get in touch with the Service Desk by phone or live chat. The chatbot can help you create / update a ticket : add comments, attachments, ... Create a ticketUpdate a ticket The chatbot can help you create a request to: Install an application, Manage your device (transfer your device, order a new device...)Manage delegated mailbox members The chatbot can show you your list of devices.The chatbot can help you reset your passwords. Disclaimer: The chatbot is frequently updated with new features (every 2 weeks), so if the feature you are looking for is not yet included, be patient! It will be taken into consideration for further improvements. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
airliquide, chatbot, chirol, com, corp, desk, english, ferdinand, guillaume, it chatbot, konverso, learn, myassistant, myassistant chatbot, myitassistant, myitassistant chatbot, rochas@eu, service, service desk, use
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KB0043735
Create and publish articles on myITcorner knowledge base
English
ferdinand.rochas@eu.corp.airliquide.com
16
Manar ABIDA
Uncategorized
Published
2025-07-28 21:35:28
10
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
0
2025-05-26 9:13:15
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NaN
GIO-PCI-ITSM-Global Process Manager
This article explains how to create content on myITcorner knowledge base. Once your request to join the Contributors Group of myITcorner is approved, you can start creating and publishing content on the knowledge base. For that, here is the procedure to follow: In MMS, go to the Knowledge Module and click on Create New Various fields are then displayed and need to be filled in. Here's how to fill them in: Keep in mind that the Short Description must consist of an action verb (Install, Configure, Access etc ) followed by a subject with the App. Once you have completed all these steps, you can submit your article to review. Your draft version will be then sent to reviewers to either approve it or reject it. Your article might be rejected for the following reasons: The Content of your Article is a Duplicate of an Existing Article.You have Picked the Wrong Category.The Content does not display useful IT information to the end-user.The article is accessible to users in Canada and France, but is not available in both English and French. Once approved, your article changes its state to Published and a new version is created which you must keep up to date. A reminder is sent to you 15 days before the expiry date of your article so that you can review it, make updates if necessary and extend the expiry date. If you need any help or assistance, dont hesitate to contact the KM team or your LPM.
Which Roles to require in CARM BIS Europe Partner Team member for MMS uses
English
ferdinand.rochas@eu.corp.airliquide.com
20
Valerie RAMANANTSOA
Uncategorized
Published
2025-08-11 14:52:44
7
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
3
2025-08-11 12:42:34
#########
NaN
BEU-APIX-Local process managers
Roles (access) for MMS are managed via CARM as per the knowledge article here. Here below mapping of Jobs of BIS Europe Partner Users. Remarks: All users having Air Liquide email address defined in CARM will have access automatically to MyIT Corner for his end-user usage.All users having MMS roles have the right to create his own report and run available reportsIf you are handling an incident, the Basic ITSM activities is requiredIf end-user can raise get your support, the Access as Helpdesk Agent is required Job CARM Role Description MMS Role* Global Provision manager or "Account" manager N/A Service manager Incident Coordinator Give accesses to Intake, Incident and Services as Service Desk Manager SERVICE_DESK_MANAGER_ROLE Support Expert Basic ITSM activities Read, create, update records for Incident, Problem, Change, Request and Intake - Read records for CMDB and Asset SUPPORT _GROUP_ROLE Change pre-study delivery Change Coordinator Manage change coordination data (eg. Schedule date) CHANGE_COORDINATOR_ROLE Demand Expert Demand Manager Create, read and update demands - Screen, assess and ask for next stages and close - Create and update templates DEMAND_COORDINATOR_IT_ROLE
When there is new information about IT Applications, Infrastructures, New Updates or Services, this Knowledge must be delivered to 3 populations: End-Users, IT Users and Service Desk. Each population has its own Knowledge Base: MyITCorner (End-Users): the articles will serve as User Guides and can be separated into Use Cases. It needs to be thought in a User-friendly way: the titles must be User Oriented and Metadatas must include keywords to facilitate the search.IT Knowledge (IT Users): the articles are meant to capitalize on IT Processes and document Incident Resolutions in order to centralize all IT Worldwide Applications.GIO Services Support (Service Desk): it centralizes information from both aforementioned sources, to provide self resolution steps for End-Users and be able to use Back office knowledge to solve Users' issues. Knowledge Bases are COLLABORATIVE spaces offering everyone the ability to share their knowledge, good practices and processes! The Process to Publish article is described below: To be able to publish a Knowledge Article, Users from each population need to be added to the group associated to their Knowledge Base, except for IT Knowledge Base that is accessible for all IT People. To be added to a Group, you can contact the Knowledge Management Team at the following address gio-knowledge-management@airliquide.com. MMS Admins can also add you to a group in Backup. If you have questions regarding this process, please comment on this article.
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Meridian Mobile must be installed on users pc after an approved request for Non-Standards software installation. BEFORE YOU START: User must have raised a request for Non-Standard Software installation and it must be already approved. STEPS: 1. Download appx bundle to c:\temp 2. Open Powershell as admin and change directory to C:\temp 3. execute the following command: powershell -Command Add-AppxProvisionedPackage -Online -PackagePath .\Meridian.UWP_4.1.0.0.appx -SkipLicense if KO: DISM.EXE /Online /add-ProvisionedAppxPackage -PackagePath:packagepath /SkipLicenseFor packagepath : shift+right click on the downloaded Meridian package and select Copy as path, copy that instead of packagepath 4. To verify the installation, click on the Windows logo at the bottom left and check if the Meridian app appears in the list of apps (won't show up when you search for it in the search field) If still KO, try to run it directly by double clicking on it. The installation will most likely fail, let it fail, then repeat the above steps. LOGGING CATEGORISATION: Manage and close the relevant CATTASK Resolution Notes: Installed Meridian Mobile on user's computer. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1.5
Steps :- 1. Login to Oracle E-Business Suite for ALPROD (https://alprod.as.corp.airliquide.com:443). Open Projects admin Responsibility. e.g. : 88888PA_ALCGroup_Project_Administrator 2. Go to Setup. 3.Click on Expenditures and select Expenditure types. 4. Expenditure type form will open as shown below . 5. Fill the Name, Expenditure category, Revenue category, UOM and Expenditure type class. Add Effective start and end date. And save. Data for mapping new expenditure type will be provided in Gsheet. e.g. https://docs.google.com/spreadsheets/d/1woDP4kQfwwjhZp2iPQlKBytrAga-z2AUmfGzyfRNbxU/edit#gid=0 Please select expenditure category for China as below. For OPEX: 'Expenditure Category' - ALC_OPEX and Revenue Category - CHNAL_NON_CAPEX. For Capex : 'Expenditure Category' - ALC_CAPEX and Revenue Category - CHNAL_CAPEX and for PAG entities select ALC_PAG_CAPEX Select 'Supplier Invoice' in the expenditure type class. 6. In next step we will map accounts for newly added expenditure types. Go to setup. click on Autoaccounting and select lookup set. 7. a] For Business Group China After adding expenditure type, below lookup sets needs to be updated. ALC_BUSINESS_LINE Intermediate Value: Expenditure type name Segment value : Business line ALC_PRODUCT_LINE Intermediate Value: Expenditure type name Segment value : Product line ALC_LOCAL_ACCOUNT Intermediate Value: Expenditure type name Segment value : Local Account ALC_GROUP_ACCOUNT Intermediate Value: Expenditure type name Segment value : Group Account 7. b] For BG SOXAL Update below lookup sets. SOXAL LOCAL ACCOUNT SOXAL GROUP ACCOUNT
accounts, airliquide, com, corp, english, expenditure, ferdinand, k-sc, map, mapping, mapping new expenditure type and accounts, new, rochas@eu, shivani, type
NaN
KB0025454
How To Flag a Knowledge Article and create a Task
English
ferdinand.rochas@eu.corp.airliquide.com
2
Arnaud GOUTAGNEUX
Uncategorized
Published
2025-07-28 20:38:33
5
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2025-05-27 16:06:01
#########
NaN
GIO-PCI-ITSM-Global Process Manager
Table of content: IntroductionDefine the Process or PurposePrerequisitesProcess step by step Introduction In ServiceNow, Knowledge Feedback Tasks (KFTs) are a crucial part of the Knowledge Management process, designed to improve the quality and accuracy of knowledge articles based on user input. Define the Process or Purpose When IT users flag knowledge articles, ServiceNow is configured to automatically generate a "feedback task." This task serves as a structured work item for knowledge article owners to review the flagging and take appropriate action. KFTs are triggered by the following user action: Flagging: Users flag an article to notify the owner that the article may be inaccurate, outdated, or require updates. While ServiceNow may record other user interactions with knowledge articles, such as rating them, marking them as "not helpful" or leaving comments, these actions do not generate KFTs. These interactions provide additional data for the Knowledge team to understand user feedback, but they do not create tasks. The assigned group receives a notification via email about the new feedback task. The task is resolved once the flagging has been addressed. This document provides IT users with clear instructions on how to flag knowledge articles in MMS, and how assigned group can review a feedback task. Prerequisites To be an It-User. Process step by step Step 1 Open the article and click on Flag Article. Step 2 Then, add a comment and click on Submit to send the feedback task to the assigned group. Step 3 - Manage the Knowledge Feedback Task Follow the steps indicated in Knowledge Feedback Task_ step-by-step_ Contact: If the information you require is not available in this article, please let us know your needs by leaving a comment below.
airliquide, arnaud, article, call, call center, center, com, corp, create, english, ferdinand, flag, goutagneux, how, knowledge, modification, rochas@eu, sd, task
NaN
KB0011035
Which Roles to require in CARM for an Entity user of BIS EUROPE using MMS?
English
ferdinand.rochas@eu.corp.airliquide.com
41
Valerie RAMANANTSOA
Uncategorized
Published
2025-08-11 14:51:36
7
IT Knowledge
NaN
#########
4.67
NaN
NaN
NaN
NaN
16
2025-08-11 12:43:25
#########
NaN
BEU-APIX-Local process managers
Roles (access) for MMS are managed via CARM as per the knowledge article published here. Below are mapping of Users jobs from Entities. Remarks: All users having Air Liquide email address defined in CARM will have access automatically to MyIT Corner for his end-user usage.All users having MMS roles pay licence and have the right to create his own report and run available reportsIf you are handling an incident, the Basic ITSM activities is requiredIf end-user can get your support, the Access as Helpdesk Agent is requiredSpecific rule for ALFI user: Only ALFI IT staff must have an MMS account. In case of upgrade needs, ALFI employees can contact ALFI IT (DSI) Entity JobsCARM RoleDescriptionMMS Role*ISCM or acting asIncident CoordinatorGive accesses to Intake, Incident and Services as Service Desk ManagerSERVICE_DESK_MANAGER_ROLEDemand Requestor Create, read and update demands Qualify demand (budget approval) DEMAND_COORDINATOR_ROLEManagers of an LCC/KU teamOr acting asIncident CoordinatorGive accesses to Intake, Incident and Services as Service Desk ManagerSERVICE_DESK_MANAGER_ROLEService DeskAccess Incidents, Requests, Change and ServicesSUPPORT _GROUP_MANAGER_ROLEDemand RequestorCreate, read and update demandDEMAND_COORDINATOR_ROLE LCC/KU Or acting asService DeskCreate Intake and Incident recordsSERVICE_DESK_TECHNICIAN_ROLEBasic ITSM activitiesRead, create, update records for Incident, Problem, Change, Request and Intake - Read records for CMDB and AssetSUPPORT _GROUP_ROLEDemand RequestorCreate, read and update demandsDEMAND_COORDINATOR_ROLE
airliquide, bis, carm, carm role\n mms role\n entity user job\n bis europe, com, corp, english, entity, europe, ferdinand, job, mms, ramanantsoa, require, rochas@eu, role, roles, using, valerie, which
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KB0043014
Unable to work, the Meridian tool asks for a login and password
English
ferdinand.rochas@eu.corp.airliquide.com
34
Nouhaila RAIS
Uncategorized
Published
2025-07-29 19:55:28
7
myITcorner
NaN
#########
5.00
NaN
NaN
NaN
NaN
4
2025-06-19 15:03:35
#########
NaN
BEU-LI AP-MERIDIAN
Unable to work, the Meridian tool asks for a login and password You need to enter your Windows login and password (which may have changed recently).The automatic reconnection will work again. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, asks, com, corp, english, ferdinand, login, login and password meridian, meridian, modal, nouhaila, password, pop-up, rais, rochas@eu, software, tool, unable, unable to work, work
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KB0042691
Solve Performance Issues in SQL Server caused by a High number of Changes in AF Elements
English
ferdinand.rochas@eu.corp.airliquide.com
51
Gonzalo SANCHEZ
Uncategorized
Published
2025-07-29 2:01:52
5
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-01-29 10:56:25
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NaN
ALZ-NAM-SCADA/EH-L3
Solve Performance Issues in SQL Server caused by a High number of Changes in AF Elements Incident analysis Last Update: 2023-11-10 Owner: Alizent International Department: This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: PI Vision Server and PI AF Servers are working very slowlyCPU in SQL Server where the AF Database is hosted is close to 100% for a long time STEPS: A. Find out if a High Number of Changes in AF is the Cause In the SQL Server, open Microsoft SQL Server Management StudioRight click on the server name and New QueryPaste this query and click in Excecute USE PIFDSELECT COUNT('*') as numberOfObjects, fdidentity as AFobjectFROM FindChanges_ATGROUP BY fdidentity Check the numberOfObjects. If it's higuer than about 100k or if it's increasing, this is possible the cause of the poor performance B. Clear the FindChanges_AT Table (Temporal Workaround) In the AF Server, run CMD as admin, then CD /D %pihome64%/AFAFDiag /ClearChangeTables C. Find the Root Cause of the High Number of Changes in the FindChanges_AT Table FindChanges_AT table-related performance issues can be triggered by any high-volume or high-frequency changes to AF objects. It's very important that the root cause for the high number of changes be understood, or it could become a recurring issue.¹ One of the most recurrent causes are analysis that write a lot of event frames ². You can narrow down this by looking at the number of event frames in each AF Database. You do this looking at the counters of each AF DB. Another common cause of this issue is the edition of the security of any AF DB that contains a large number of Event Frames. To minimize this, when editting the security of AF Databases that contain more than 100k EF, edit (or add or remove) one identity at a time, click in apply, and edit the next one, and so on.In case of need, you can edit on identity, clear the FindChanges_AT Table following pont B above, and edit the next one. Sources: ¹ KB01398 https://customers.osisoft.com/s/knowledgearticle?knowledgeArticleUrl=KB01398Case 01130874: https://customers.osisoft.com/s/casedetail?listViewType=Home&id=5008W00001EBorOQAT² INC1277495: https://airliquide.service-now.com/nav_to.do?uri=incident.do?sys_id=e36f26fc1b8e79d4f7daa934604bcb9chttps://customers.osisoft.com/s/knowledgearticle?knowledgeArticleUrl=HowdoyoucleartheFindChangestableinAF
This article will help you to create a Meridian account. Create a Meridian account To create a Meridian account, you need to contact the business owners before following the procedure. (Cyrille MARCHAL for ALFI , Martijn SCHUIT for ALBI). You need to request for an Meridian account creation through myITcorner, please follow this link : Meridian - Account Options PS : Please precise the site you need to access and your roleSites:Roles for ALBI:Roles for ALFI: By following this link you will find the procedure how to create, modify or delete a Meridian account : How to create, modify or delete a Meridian account FYI : To use the Meridian application integration, it is only necessary for the following Power user profile type ([Document Controller, Validator, Designer, Admin, Meridian Documents Manager]).NOTE : In case of new email address assignment. A new request for account creation must be created.
account, accout, airliquide, com, corp, create, create meridian accout, delete, delete meridian account, english, ferdinand, magalie, meridian, meridian account, mijola, modify, modify meridian account, rochas@eu
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KB0041891
Meridian - What is Meridian ?
English
ferdinand.rochas@eu.corp.airliquide.com
37
Magalie MIJOLA
Uncategorized
Published
2025-07-29 19:55:28
8
myITcorner
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5.00
NaN
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NaN
NaN
2
2025-06-19 15:03:00
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BEU-LI AP-MERIDIAN
Meridian's definition MERIDIAN is a secured Electronic Documents Management tool aiming at filing and maintaining technical documents related to assets and industrial processes. Meridian is used by ALFI, ALBI & ALD For any further questions users can contact : meridian-communication@airliquide.com
airliquide, com, corp, definition, english, ferdinand, magalie, meridian, mijola, rochas@eu, what, what is meridian
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KB0055967
Knowledge Management - Metadatas Good Practices in Knowledge Articles
English
ferdinand.rochas@eu.corp.airliquide.com
0
NaN
Uncategorized
Published
2025-05-27 16:14:40
3
IT Knowledge
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NaN
NaN
NaN
NaN
NaN
0
2025-05-27 16:14:35
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NaN
GIO-PCI-ITSM-Global Process Manager
Table of content: IntroductionPrerequisitesProcess step by step Introduction Metadatas are used to improve the search result on all the Knowledge Searchs of the tool: in Tickets, in myITcorner, in the Global Search or via the Knowledge Homepage/Portal. The Metadatas are essential to the improvement of the User Experience, there are few good Practices that you can follow. And of course, get inspiration from other Knowledge Articles within the Tool! Define the Process or Purpose All words included in the Title and the Article Body are already referenced on the search bar. The goal is also here to focus on key words, do not retape all the words of your article. Process step by step Let's take here an example about How to get the Wifi: - Include spaces and taping mistakes: wi fi, wifi, wfii, wi-fi -Use Synonyms & key words: wifi, internet, connection, connect - Use old Names of Application or Similar Applications in the Air Liquide Environment: wifi@AL2, wifiguest - Use life events related to this use case: new hire, client, host Contact: If the information you require is not available in this article, please let us know your needs by leaving a comment below.
Knowledge Management - Translate articles on myITcorner knowledge base
English
ferdinand.rochas@eu.corp.airliquide.com
11
Manar ABIDA
Uncategorized
Published
2025-08-25 9:51:44
9
IT Knowledge
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NaN
NaN
NaN
NaN
1
2025-08-25 9:36:41
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GIO-PCI-ITSM-Global Process Manager
Table of content: IntroductionDefine the Process or PurposePrerequisitesProcess step by step Introduction This article is intended for content creators on the myITcorner portal. It should be used when you need to translate an existing Knowledge Base article into one or more different languages to make it accessible to a wider audience. Define the Process or Purpose After creating and publishing a Knowledge Base article in its primary language (the "parent article"), you can create translated versions called "child articles". This process allows knowledge to be shared effectively across different regions and user groups. You can translate articles into 28 different languages. The choice of languages should depend on your target audiences. For example, if an article is intended for users in both Canada and France, translated versions in English and French are mandatory. Prerequisites Before you begin, ensure you have a fully completed and published article in the parent language (typically English). The translation process creates a new child article linked to this existing parent article. To be able to "Request a Translation", you need to have specific MMS rights. Please ask the GPM KM if you need them. Process step by step Follow this procedure to create a translated version of your article. Step 1: Create a new translated version Navigate to the list of published article and select the article(s) you want to translate. Click on "Request a Translation". Step 2: Set the target language A new, blank article form will open. The first step is to select your target language from the Language dropdown menu. After selecting the language, you can proceed to fill in the other fields. By clicking on "Submit", a new article is created in state "Draft" and the content automatically translated into the needed language. Step 3: Publish the article Once you have filled in all the fields and translated the content, click the Publish button. The new child article will be linked to the parent article, and users on the myITcorner portal will be able to select their preferred language from a dropdown menu, as shown in the image below. Contact: If the information you require is not available in this article, or for any additional information, please contact the KM team or let us know your needs by leaving a comment below.
--===== SEARCH BY FIELDS =====-- DECLARE @CUSTOMER_CODE CHAR(8)= ''; --SEARCH WITH CUSTOMER_CODE IF REQUIRED DECLARE @HERMES_CODE VARCHAR(15)= '';--SEARCH WITH HERMES_CODE IF REQUIRED --===== SELECT QUERY =====-- SELECT * FROM CATEGORY_HERMESCODE_MAPPING_INTERCO AS MH LEFT JOIN ORA.CUX_INTERCO_EXPITEM_COA_MAPP_V AS ORA ON LTRIM(RTRIM(ORA.CATEGORY)) =LTRIM(RTRIM(MH.CATEGORY)) AND MH.HERMES_CODE=ORA.HERMES_CODE AND MH.CUSTOMER_CODE = ORA.CUSTOMER WHERE ( (ISNULL(@CUSTOMER_CODE,'') = '' OR CUSTOMER_CODE = @CUSTOMER_CODE) AND (ISNULL(@HERMES_CODE,'') = '' OR MH.HERMES_CODE = @HERMES_CODE) )
airliquide, auto, auto interco, auto interco matrix, auto interco matrix extract, com, corp, english, extract, ferdinand, interco, matrix, nishad, rochas@eu, sudhakaran-sc
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KB0043876
Citrix HDX client installation procedure
English
ferdinand.rochas@eu.corp.airliquide.com
426
Ferdinand ROCHAS-SC
Uncategorized
Published
2025-07-29 13:49:17
11
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
4
2024-02-27 11:17:30
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GIO-CS-SD-CITRIX-L2
1. Install the HDX client (Citrix Workspace app) and then Reboot your PC* A windows PC with local admin rights Download and install Citrix Workspace App (Receiver) Version links:Airgas Computacenter During the Citrix Workspace installation, you may be asked for “App Protection”, leave the box unchecked. When the installation is complete, just click on “Finish”, no need to Add Account. 2. Browse to your local Air Liquide Secure Remote Access URL Please use “Incognito” mode with your browser. Europe users: https://partners-eu.vpn.airliquide.com Americas users: https://partners-amv.vpn.airliquide.com Click on the “HDX Mode” bookmark to open access the Citrix interface On Windows, you will be prompted for Citrix Receiver detection. Move to Step 3 in next page. 3. Receiver detection Click "Detect Receiver". This message usually appears on the first connection Click "Open" on the Citrix Workspace browser pop-up. If you do not have the pop-up, it’s OK, just click on “Already installed” Click on "Already installed" Log in with your AirLiquide credentials 4. Install Pulse application launcher 4A - Launch an application Click on a Citrix published app. A pop-up may appear, ignore it 4B - A new screen will appear You should get screen with a counter running, either wait or click “Download” to begin the download process to allow you to install the Pulse application component. 4C - Mark “always allow…” and Click “Open” on the Pulse Secure browser pop-up 4D - Agree on Pulse Secure pop-ups Two windows from Pulse Secure Application Launcher may appear For certificate, tick “Save settings” then click “Yes” For warning, click on “Always” 4E - Agree on “Pulse Setup Client” installation You may be prompted to install the following applications, click “Yes” PulseSecureAppLauncher.msi 4F - Launch Citrix application normally If application does not launch please reboot your PC and then reconnect to the your local Secure Partner site: EU: https://partners-eu.vpn.airliquide.com Americas: https://partners-eup.vpn.airliquide.com 5. If the Citrix is not correct: 1) Right-Click Citrix Workspace app (next to the time on the bottom-right corner) and press Advanced Preferences 2) Click on High DPI 3) Select Let the operating system scale the resolution 4) Close all Citrix applications, wait 10 seconds and try again. In case you need assistance, please contact the IT Service Desk using the numbers in next slides. https://docs.google.com/presentation/d/1v-Jjw4t9TCgzBBIoOeZf2BpuL0qRFO6zIKjulNSaLy4/edit#slide=id.g2b09cb66907_0_1777 Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Resolve DeltaV UA Server Browsing/Discovery Issues: Unsupported Datatypes
English
ferdinand.rochas@eu.corp.airliquide.com
12
Gonzalo SANCHEZ
Uncategorized
Published
2025-07-29 0:36:43
6
IT Knowledge
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NaN
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NaN
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1
2025-01-29 16:19:08
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ALZ-NAM-SCADA/EH-L3
Resolve DeltaV UA Server Browsing/Discovery Issues: Unsupported Datatypes Last Update: Apr 09, 2024 Owner: Alizent International Department: Alizent Americas Production Asset This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Scope This document applies to PI OPC UA Connectors connected to Deltav UA Servers Symptoms Upon updating the PI connector tag list and during the data discovery step: PI UA Connector shows several messages saying: [{dataSourceName}] Point {pointName} [{nodeId}] is of unsupported data type ''. Only a small proportion of the tags expected are found It's not possible to browse any tags using UA Expert. But it's possible to create a connection fine. Also, if manually adding a tag in UA expert, it may or may not add the tag and if shown, the attribute details shows a similar message, or not all the expected fields: Restarting the DeltaV UA Service on the app station, and rebooting does not resolve the issue Solution Download the UA server from the ProPlus. That immediately resolves the issue without doing anything on the App station. If the issue persists, you can try to change "Read Block Size" in the UA Connector: PI Data Collection Manager -> Select the data source -> Additional Settings > Read Block SizeReduce Read Block size to about 50 Source: https://customers.osisoft.com/s/knowledgearticle?knowledgeArticleUrl=000037161 Sources https://customers.osisoft.com/s/knowledgearticle?knowledgeArticleUrl=000037161INC1381760
Meridian Explorer E-Learning Training Accessing Training Programs: Guide Welcome to your guide on how to access and navigate our Meridian Explorer Program training courses. The Meridian Explorer Program is available in several languages to cater to our diverse audience. Below, you will find details on how to start your training, progress through the modules, and access additional resources. Available Programs We offer the Meridian Explorer Program in the following languages and respective links: - English: EU-IDD-EN-INT-MERIDIAN EXPLORER PROGRAM ENGLISH - German: EU-IDD-DE-MERIDIAN EXPLORER PROGRAM GERMAN - Dutch: EU-IDD-NL-INT-MERIDIAN EXPLORER PROGRAM DUTCH - French: EU-IDD-FR-MERIDIAN EXPLORER PROGRAM FRENCH Completing Training Modules To successfully complete the Meridian Explorer Program and earn your completion certificate, it is required to complete each training module sequentially. This structured progression ensures that you build on your knowledge effectively, understanding each aspect of the program before moving on to the next. 1. Sequential Completion: You must start with the first module and progress through each subsequent module in order. Only upon completion of a module will the next one become accessible. 2. Completion Certificate: The completion certificate is awarded only when all modules in the program are completed. This certificate is a recognition of your dedication and understanding of the course material. Accessing Individual Videos For users interested in exploring specific topics or revisiting certain subjects, individual videos from the training modules can be accessed through MyHR trainings. This flexibility allows you to tailor your learning experience to your needs. You can search Meridian on MyHR and filter according to the language to access to the videos. - Independent Learning: Search for the desired module in MyHR trainings and select the video you wish to watch. - Note on Certification: Watching videos individually, even if all the modules are covered, will not qualify you for the completion certificate. The certificate is awarded only when modules are completed sequentially through the program interface. For any further questions users can contact : meridian-communication@airliquide.com
airliquide, com, corp, e-learning, e-learning training, english, explorer, ferdinand, magalie, meridian, meridian e-learning, mijola, rochas@eu, training
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KB0041895
Meridian - How to report a bug in myITcorner?
English
ferdinand.rochas@eu.corp.airliquide.com
83
Magalie MIJOLA
Uncategorized
Published
2025-07-29 19:55:28
8
myITcorner
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3.00
NaN
NaN
NaN
NaN
2
2025-06-19 15:03:56
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NaN
BEU-LI AP-MERIDIAN
(English version is given below) Ouvrir un ticket sur MyITcorner 1. Pour commencer, allez sur IT corner website 2. Cliquez sur [Ouvrir un ticket] 3. Maintenant, vous pouvez commencer à compléter le formulaire: Sélectionnez Mes Applications 4. Cherchez Meridian et sélectionnez [Meridian - PROD] comme application impactée. 5. Ensuite vous pouvez choisir parmis les 4 situations: 6. Renseignez une brève description de votre problème, puis une description complète avec plus de détails. Pour clarifier votre demande, ajoutez des captures décran en cliquant sur [Ajouter des pièces jointes]. Mieux un problème est décrit, plus il peut être résolu efficacement. 7. Enfin, soumettez votre demande. Vous recevrez un courriel de confirmation comprenant un numéro de billet. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- How to report a Bug in MyITcorner 1. To get started, go to IT corner website 2. Click on [Open a Ticket] 3. Now you can start filling out the form: Select My applications 4. Search for Meridian and choose [Meridian - PROD] as impacted application 5. Then, you can choose from the four situations options: 6. Provide a short description of your issue and then a full description with more details. To clarify your request, include screenshots by clicking on [Add attachments]. The better an issue is described, the more effective it can be resolved. 7. Finally, submit your request. You will receive a confirmation email including a ticket number. For any further questions users can contact : meridian-communication@airliquide.com
airliquide, bug, com, corp, english, ferdinand, how, magalie, meridian, meridian bug, meridian report a bug, mijola, myitcorner, report, report a bug, rochas@eu
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KB0016576
How to access to Alizent network?
English
ferdinand.rochas@eu.corp.airliquide.com
2
Yohan COHEN
Network / Connectivity
Published
2025-07-29 21:50:45
8
myITcorner
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NaN
NaN
NaN
NaN
1
2024-06-20 17:27:33
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GIO-EUS-SD-EUROPE-L1
Alizent network access is allowed with VPN Checkpoint. Please ask this access or reniew your existing VPN account thanks to this form
Steps :- Project Creation 1. Login to Oracle E-Business Suite for ALPROD (https://alprod.as.corp.airliquide.com:443) Open Projects admin Responsibility. e.g. : 88888PA_ALCGroup_Project_Administrator For PAG Entities : 99999PA_ALC_PAG_Group_Project_Administrator 2. Click on Projects. Projects form will appear as shown below. 3. Select 'Template' in Search For field. Also select Operating Unit in Organization field. After selecting these parameters click on 'Find'. 4. Select The template according to contract sum category. For Transit : Select template 'Transit' and click on 'Copy To'. For PIPP and Non-PIPP : Select template 'Equip.&Installation' and click on 'Copy To' Note : If template 'Transit' is not available for any entity in that case 'Equip.&Installation' can be selected. 5. Fill all the field in below form and click on OK. Note : 1.Project name and project number should be unique. 2. Duplicate name should not be used by changing case. e.g. Project 1 = ABC123YZ , Project 2 = abc123yz. 6.Once project is created, open the project. Below screen will appear. If Project currency is USD then below setup is required. If Currency is RMB You can move to next step. For USD Currency : Click on 'Currency' as shown in below image. Enable Multi Currency Billing Should be enabled. If not then please check the box in front of Enable Multi Currency Billing.Enter Rate type as 'User' and Exchnage rate in Rate Field for highlighted fields. (Please refer below image).Save and close the page. For RMB Currency, setup is not required. Please move to next step. 7. Click on 'Budgetary Control' as shown below. Check if budgetary control is already setup according to requirement. If it is not according to requirement plese update it as shown in below image. Budget type : Revised Cost Budget Control Flag : Checked Project : Absolute Task : None Resource Group : None Resources : None Budget Creation 1. Click on Budget. Budget Form will appear as below. 2. Enter The project number and budget type in below form and click on 'Details'. Budget Type : Revised Cost Budget. 3. Enter Cost Budget in 'Raw Cost' Coloumn, and press Tab. Close the form. 4. Click on Submit and then baseline the budget. Once budget is baselined status will change to 'Working'. Agreement Creation Check the project type before creating agreement. If Project Type class is Contarct : Go to Step 1A Indirect : Go to Step 1B 1A. To Create Agreement go to Billing and click on Agreement. Agreement form will open as below. Enter below details. Customer Number : 3000 (foe PAG entity 1000) Agreement Number : Enter Project Number Operating Unit Type : Customer Purchase Order Currency : Select Currency for the project. If Currency is USD then enter USD amount in Amount field. Then click on 'Funding'. Enter project number in project number column and enter sales amount in Funding amount column. Save and close the form. Go To Billing and click on Funding inquiry. Enter project Number and click on find. Then Click on 'Baseline Fund'. 1B. Search the project in projects form and Open The project. Click on DFF above the chnage status button. Enter the sales amount in 'Original Contract Sum (LC)' field. Note that comma(,) should not be included while entering amount and save. Project, Project Budget and Agreement are created. Next step is to approve the project. Click on 'Change Status' button to approve the project. Project is now created and will interface to EPIC within an hour.
You found an issue on BI Corporate (Finance, HR, SIS or another domain) ? You are managing a BI for Operations initiative and you want to report an incident? Click on BIG Platform - End User Guide NB : If your initiative is not declared, you will not be able to report your incident. To declare or update your initiatives, please go into the Data Portal
airliquide, bi, bi for ops, bic, big, com, corp, de, english, ferdinand, florence, how, incident, incidents, initiative, issue, mareschal, mms, myitcorner, now, ops, power, power bi, report, rochas@eu, service, service now, your
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KB0019139
SMTP Gateway - connection issue to server
English
fernanda.alvarez@am.corp.airliquide.com
166
Jerome BACHELERIE
Uncategorized
Published
2025-09-29 14:48:07
5
GIO Service Desk
NaN
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2.00
GIO - EUS - DWP - SMTP - Gateway
NaN
NaN
NaN
61
2025-04-18 18:21:07
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GIO-EUS-DWP-SMTP-GW-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has issue with connecting an application to the SMTP gateway/server. STEPS: Open an incident and route it to GIO-EUS-DWP-SMTP-GW-L1. Refer to the following document below: LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - SMTP - Gateway Configuration item: SMTP Gateway - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-DWP-SMTP-GW-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: Argentina, Canada ENTITY:BIS AMER SYMPTOMS: Salesforce IM scope and process for Argentina Access RequestPassword reset & account unlockApplication issuesApplication Improvement suggestions BEFORE YOU START: This article applies only to Salesforce Industrial Merchant (IM) If a CANADA user calls requesting for assistance on this application, ask them to send an email to: AL Salesforce Support caim-salesforce-support-canada@airliquide.com AL CPQ Support caalc-im-adm-cpq@airliquide.com For Vitalaire Salesforce see Techcare/SalesForce - Application concerns KB0042529 Access Air Liquide IM (Canada , Argentina) https://alca.my.salesforce.com/ Application reference APP0001112 OKTA SSO connection is required. STEPS: Access request & account creation This should be requested through the AMS form (ams.am.corp.airliquide.com/ams). If the user has already requested the account and request is already closed, raise a ticket, and assign it to the resolver group based on the below categorizacion. Password reset & account unlock Users may sign in with the Single Sign On feature from Salesforce if Okta is activated. Must troubleshoot Air Liquide network & Okta before proceeding. If unable to connect with Okta, troubleshoot the user's issue following the basic Windows password reset procedure - KB0011363 - Windows Account - password reset User may encounter the browser authenticator prompt when trying to access the salesforce site User may sign in with their windows credentials If unable to sign in make sure that user is connected to the AL network and attempt to sync the password based on KB0024426 - WINDOWS - How to test/synchronise Windows password after reset If still unable to sign in, must verify windows account as it may be locked or password could have expired: Windows Account - Windows Password Reset Process (Global) CARM - Self Service Password Reset Tools (Global) Application Issues: For any other issues within the application of Salesforce, please create the appropriate Incident type ticket and send it to the resolver group indicated below. Improvement Suggestions: For any scenarios where the end-user is proposing any improvements to the application, log an ADHOC type ticket based on the below categorization and assign it to the resolver group indicated below. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT In case user was redirected to CANADA Support:Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Issue/Request reported with Salesforce IM Canada. In case of blank ESS Incident submitted by the user: Business service: BAM - Salesforce Configuration item: SALESFORCE IM - AMER - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if unable to solve on L1): BAM-APP-L2-Salesforce (DO NOT USE FOR CANADA ALC, CHECK BEFORE YOU START) Resolution Notes: Assisted end-user with their SalesForce related need. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
account, airliquide, alvarez@am, americas, argentina, bis, bis americas bis americas bis americas salesforce salesforce sfdc sales force sales force resolver group categorisation salesforce account creation salesforce account request new salesforce account sales new user password reset account creation account unlock process process non login issues single sign on sign in okta, canada, categorisation, com, corp, creation, english, etienne, fernanda, force, group, im, industrial, industrial merchant, issues, lefebvre, login, merchant, new, non, okta, password, process, request, reset, resolver, sales, salesforce, salesforceargentina, sfdc, sign, single, unlock
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KB0054687
Zoiper - How to Install
English
fernanda.alvarez@am.corp.airliquide.com
76
NaN
Uncategorized
Published
2025-08-13 16:22:37
5
GIO Service Desk
NaN
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NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
6
2025-08-13 16:20:21
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GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY:Colombia ENTITY:BIS AMER SYMPTOMS: This article describes the steps to follow to install the Zoiper application for Colombian users. BEFORE YOU START: ZOIPER INSTALLATION CAN ONLY BE HANDLED BY L1.5 AGENTS SHOULD ONLY ADVISE THE USER HOW TO SUBMIT THE REQUEST IN MY IT CORNER OR TO WAIT UNTIL INSTALLATIONS TEAMS CONTACT THEM. STEPS: Advise user on how to submit a request for software installation via myITcorner with request Trial/Free Software or in case there is already an approved request (RITM or CATTASK) advise the user to wait until the installations team contact them. Always advise floorwalker or TL if you receive a contact related to this request. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Assistance with software request In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Installation / Deployment Resolution Notes: Show where to go request submitted.
Windows browser - Clearing browsing history for browsers (Chrome. Edge)
English
fernanda.alvarez@am.corp.airliquide.com
685
Mohdasnawi MAKMON-SC
Windows - Storage / Performance
Published
2025-07-30 11:35:29
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
376
2025-04-18 17:45:47
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NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS: Browser malfunctional, slowness, bugs on website interface POSSIBLE CAUSES: Saved Cookies and Caches can help your browser load pages faster and remember your preferences. However, cache and cookies can also cause some problems, such as slowing down your browser, taking up storage space, and compromising your privacy. That's why it's important to clear your browser cache and cookies regularly. BEFORE YOU START: PLEASE ASK PERMISSION BEFORE PERFORM THE TROUBLESHOOT AND INFORM THE END-USER TO SAVE THEIR WORK ON BROWSER, DUE TO BROWSING HISTORY MIGHT BE DELETED Save files/close any site that might be affected with the browser issue before performing the process STEPS: PLEASE REMIND & INFORM THE END-USER AGAIN ABOUT THIS TROUBLESHOOT STEPS. End-user's recent open tabs from the browser will be deleted and cannot be restored after the troubleshoot. Get the user's acknowledge and permission, then add to the ticket's log for the record. Chrome1. Have Chrome open and selected.2. Press the CTRL-Shift-Delete (Windows) / Or Click ... > Settings > Privacy and Security > Clear browsing data3. Clear Browsing Data section will appears 4. In Basic tab;i. Time Range: All Timeii. select: - Browsing History - Cookies and other site and plugin data - Cached images and files 5. In Advanced tab, select:i. Time Range: All Timeii. select: - Browsing History - Download History - Cookies and other site and plugin data - Cached images and files 6. Click on "Clear Data"7. Close the Chrome browser6. Wait for 30 seconds and restart the Chrome browser again. Microsoft Edge 1. Open MS Edge browser 2. Press the CTRL-Shift-Delete (Windows) / Or Click ... > Settings > Privacy Search and services > Clear browsing data now > Choose what to clear3. Clear Browsing Data section will appears4.Select as belowi. Time Range: All Timeii. select: - Browsing History - Download History - Cookies and other site data - Cached images and files 5. To clear the browsing data for Internet Explorer mode, click on the linki. Time Range: All Timeii. select: - Preserve Favorites website data - Temporary Internet Files - Cookies - History 6. Click on "Delete"7. Close the Edge browser6. Wait for 30 seconds and restart the Edge browser again. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Availability and Performance Issue TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS - Acrobat reader - "Installing required font package.." pop up when opening PDF files
English
fernanda.alvarez@am.corp.airliquide.com
278
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-07-30 11:35:34
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
88
2025-07-25 21:17:26
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Acrobat reader - "Installing required font package.." pop up when opening PDF files Sometimes, unable to add Signature to the PDF document POSSIBLE CAUSES: Unable to read Eastern language documents after Windows 11 OS upgrade, new PC setup, software reinstallation, non-JP version of Adobe Reader BEFORE YOU START: Usually after open the file, keep the Adobe Reader open for sometimes until the Update complete pop-up message appears. But after restart the Adobe Reader several times not solving the issue, you can try to download 32-bit font pack and spelling dictionary pack for Acrobat Reader Before that, find the current product version by going to Help > About Adobe Acrobat Reader. STEPS: Go to below link to download and install 64-bit Font Pack and Spelling Dictionary Pack for Acrobat Reader on Windows https://helpx.adobe.com/acrobat/kb/font-pack-spelling-dictionary-64-bit-windows.html Adobe Document Cloud Font Pack and Spelling Dictionary enable you to display and interact with documents authored in languages other than those supported in your native Acrobat Reader. It is needed to correctly display a document when an author does not embed the appropriate font into the document. It is also needed when the author does embed the font, but the document reader wishes to interact with the content somehow, for example, by collaborating, commenting, or filling out forms. RequirementsWindows 10 64-bitAcrobat Reader (continuous) 64-bit LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Support / Assistance Configuration item: Hostname Resolution Notes: Service Desk will guide the user to install 32-bit Font Pack and Spelling Dictionary Pack for Acrobat Reader on Windows TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
SAP - Common Issues Reported by AR-ALABS NAM Users
English
fernanda.alvarez@am.corp.airliquide.com
573
NaN
Uncategorized
Published
2025-09-29 13:00:52
5
GIO Service Desk
NaN
#########
NaN
GIO-CS-AMER-Application and Desktop Virtualization
NaN
NaN
NaN
120
2025-04-18 18:01:21
#########
NaN
GIO-CS-AMER-CITRIX-L2
COUNTRY:Argentina ENTITY:AR-ALABS NAM SYMPTOMS: This article describes steps to answer access related questions and to diagnose and resolve issues about SAP used within Citrix by users belonging to the AR-ALABS NAM entity. BEFORE YOU START: AR-ALABS-NAM is part of Argentina BSC, it is a new entity in Argentina that works with Airgas. Users belonging to this entity have their AD accounts on the US-Airliquide (NAM) domain. These users have access to their own Citrix environment on the following link: https://argcitrix.am.corp.airliquide.com/Citrix/ARGStoreWeb/ The most prominent app used within Citrix is SAP, an ERP application used by a big number of users. STEPS: Access: AR-ALABS-NAM users need to contact their line manager/supervisor in case they require access to SAP within their Citrix environment, the access will be handled internally. After informing the user about this, close the ticket as informative.If you are getting a contact from a manager stating they do not know how to go about requesting access for their team members, ask the manager to get in contact with Alejo Cordera. To verify whether a user should already have access to the apps, check the 'Member Of' tab of their AD account and check if they have the ARGCitrix_FSx_AMI group added. If the group is not there, they need to ask for access as per the above. Issues: I. SAP constantly closes itself/freezes The most common reason for frequent disconnections is that Marimba is trying to install various versions of Citrix Workspace on the user's computer because multiple requests were submitted for the installation. The server is in a constant loop to install and fail with the concurring version installations.1. Go to Marimba Tool in Citrix (Desktop version), and search for the computer 2. Check in the field 'Remove Policy to Install Software' to see if there is any ongoing Citrix Workspace installation that the server is attempting. If you find any entry for the app, select it, then hit 'Remove' 3. Ask user to test SAP throughout the day and confirm if the disconnection issues are solved. II. Performance issues/extreme slowness only affecting SAP If a user is reporting performance issues/slowness with Citrix apps, in particular with SAP, check the following: 1. Verify the computer model by asking for the computer´s Hostname and checking the Service Tag on dell.com A) If the computer has an available Video Driver update on dell.com with a release date of December 2024 or later, update the Video Driver downloaded from Dell.com B) If the only available Video Driver update on dell.com is from the spring of 2024, download the following driver and install it: https://www.intel.com/content/www/us/en/download/785597/intel-arc-iris-xe-graphics-windows.html? 2. In any case, check Latency of user on Citrix Director and look out for spikes in latency. Document findings in your ticket with screenshot(s) 3. Check version of Citrix Workspace. Version should be 24.2.1003.3 If version is lower, user need to request it through MyITcorner Citrix Workspace 4. Ask the user to do the following checks: Check if they can use a different zone in Ivanti (South to North or North to South)Ask user to use a network cableAsk user to take the router as far away as possible from other electronic devices in the houseAsk user to check with their Internet Service Provider (ISP) and report microcuts III. SAP functional issues: In case of issues reported with the SAP application cannot be solved by following the above troubleshooting steps (data issues, features not working as expected), redirect user to contact the Airgas SAP support team on the following adress: sap.service.desk@airgas.com LOGGING CATEGORISATION: Business service: GIO-CS-AMER-Application and Desktop Virtualization Configuration item: Citrix XenApp - AIRGAS - PROD Category: Application Subcategory: Availability and Performance Issue Resolution Notes: Assisted user with SAP related question/issue. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airgas, airliquide, alabs, alvarez@am, ame, ar, ar alabs, ar-alabs, ar-alabs nam, argentina, citrix, citrix ame, citrix argentina, com, common, corp, disconnect, disconnection, english, fernanda, freeze, issues, nam, reported, sap, sap argentina, sap disconnect, sap disconnection, sap slowness, sap support, slowness, software, support, users
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KB0042627
CARM Account Reactivation - AD account and CARM account are still present
English
fernanda.alvarez@am.corp.airliquide.com
1881
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-29 14:55:32
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
886
2025-08-18 17:00:37
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: CARM account reactivation requests for Subcontractors (-SC) Manager asking for reactivation of a terminated user account Other users asking for reactivation of a terminated user account For AL Subcontractor CARM Accounts that were terminated but AD account and CARM account are still present BEFORE YOU START: CARM (Centralized Access Rights Management) is an ALSEIS application which allows users to manage access rights to shared folders, membership to distribution lists and opening/closing of Windows accounts. US Employees: Reactivation of accounts that are under litigation hold should be approved by the following regardless of if it was requested by the CARM approver or another user: Legal Cheryl Lero HR Katina Cole ZISO Susan Klein (temporary) Litigation hold list: https://docs.google.com/spreadsheets/d/1kA0LlxH9TVuORVI2CqwdOZie8jZXrCokSJtHv1DOTYA/edit?ts=57b72e5d&pli=1#gid=0 If you do not have access to the litigation hold list, seek assistance from any members of the IAM team. STEPS: If the CARM Approver called and/or requested for the reactivation, guide them to login to CARM > My Team > Select user> Personal Information > Change the Expiration Date to the desired date > Click Submit. In the CARM Homepage, under "My Team", click on SubordinatesClick on user's accountChange the Expiration Date to the desired date 4. Click on "Submit" If other than the CARM Approver requested for the reactivation provide the steps for the manager to do it - advise the user his manager will need to do it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: CARM RequestReason: Guided manager on how to reactivate a subcontractor's account in CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted. ARTICLE TYPE: FCR TEAM: L1
Canon Uniflow Online Printer - Uniflow Online Queue not installed
English
fernanda.alvarez@am.corp.airliquide.com
242
Sebastien PLAUD
Printing / Devices
Published
2025-07-30 11:49:45
5
GIO Service Desk
NaN
#########
3.00
GIO - EUS - MPS
NaN
NaN
NaN
31
2025-05-28 17:45:21
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
REGION:Global ENTITY:All SYMPTOMS: After a fresh installation of the Uniflow Online client, it doesnt show the Uniflow Online queue. POSSIBLE CAUSES: The driver might not be installed correctly or it is used by the Uniflow Online client is already in use by another, manually installed printer queue. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: OPTION 1 STEP 1: Open CMD as administrator and run the command: "C:\Program Files (x86)\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01423_canon_uniflow-online-2022.4_ml_16 -repair If the previous command doesn't work, use the following: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01423_canon_uniflow-online-2022.4_ml_16 -repair STEP 2: Restart the computer and verify if the queue is installed. Send a test page. OPTION 2: STEP1: Click on the 'Diagnostic' button within the client and check in the zip file in the momsmartclntlogs folder what is wrong in the log files : STEP2: Open the Print Management tool and check if other printers (other than Uniflow Online) use the driver Uniflow Universal PclXL driver and uninstall it. STEP3: Uninstall Uniflow Online and reinstall it with Marimba or by command line. STEP4: If nothing else works and you would like to send the ticket to the MPS team, please gather the Diagnostic File from the Uniflow SmartClient: Double click on the icon in the task barClick on Diagnostic buttonAttach the zip file to the ticket LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Category: Devices Subcategory: Printers Configuration item: UNIFLOW ONLINE - PROD Resolution Notes: UniFlow Online printer connected and setup successfully. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Encore Anywhere / Care Orchestrator - Respironics Data Card plug-in installation
English
fernanda.alvarez@am.corp.airliquide.com
628
Max ANSHILEVICH
Uncategorized
Published
2025-07-29 18:13:07
5
GIO Service Desk
NaN
#########
3.00
BAM - Customers portals & eCommerce
NaN
NaN
NaN
386
2025-06-26 14:41:32
#########
NaN
BAM-DIT-ITSM Support
COUNTRYCanada Vitalaire ENTITY:BIS AMER SYMPTOMS: 1. Data Card Server error, Could not initialize Respironics Data Card plug-in 2. Unhandled Exception 3. Encore Anywhere stuck at loading 4. Care Orchestrator site is asking to install the Respironics Data Card to download data. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Alias: Encore Anywhere https://www.encoreanywhere.com Must open in EDGE to IE Mode For password reset: Click on 'Forgot your password' or have the user contact Encore Anywhere support to get the password reset if that doesn't work. STEPS: Installation - and fix for Data Card Server Error Must install the Respironics Data Card Utilities from My IT Corner Request, for an automatic installation and run the SoftwareUpdateTool afterwards from the user's computer. If it fails, run the installation from Marimba Tool MARIMBA tool v. 5.0 - how to use (internal helpdesk) and run the SoftwareUpdateTool afterwards from the user's computer. Once the installation is complete, close the Encore window and open it again, if still not working run a gpupdate, restart and attempt again. Re-installation - and fix for Unhandled Exception / Encore Anywhere stuck at loading Must first uninstall and then reinstall the plugin Remote to the users computer and open the following drive in a browser (IE or Chrome) \\srv-v-filesrv\Utilities 2012\CUW10\Install\Go to CPAP > Encore Anywhere > Download EADataCardServerSetup.exeRun the file with admin rightsWhen going through the installation choose remove software. After the software is removed, run the installation for Respironics Data Card Utilities from My IT Corner or Marimba Tool Once the installation is complete, close the Encore window and open it again, if still not working run a gpupdate, restart and attempt again. If issue persists remove Data-card from the machine and then download it from the website again. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: Data Card reader was installed successfully is working properly TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, alvarez@am, ame, anshilevich, anywhere, canada, card, care, com, corp, data, encore, english, fernanda, install, installation, max, orchestrator, philips, plug-in, request, respironics, utilities, vitalaire, vitalaire care orchestrator encore anywhere respironics data card utilities philips respironics ame canada\n vitalaire care orchestrator encore anywhere respironics data card utilities philips respironics ame canada installation install request
NaN
KB0056405
Mitel - Application concerns
English
fernanda.alvarez@am.corp.airliquide.com
25
NaN
Uncategorized
Published
2025-07-14 20:47:51
3
GIO Service Desk
NaN
#########
NaN
BAM - Customers portals & eCommerce
NaN
NaN
NaN
9
2025-07-14 20:47:46
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:CANADA ENTITY:VITALAIRE SYMPTOMS: Air Liquide VitalAire apps, environment, server issues and request User is calling because has an issue with the Mitel app or is requesting the installation. BEFORE YOU START: Applicability: Air Liquide VitalAire users If end-user is calling requesting the installation, please verify if the installation has been requested via My IT Corner with a CATTASK number. Is user requests the installation please guide user to fill the form: DESKTOP SOFTWARE REQUEST STEPS: Out of scope of the Service Desk, use Configuration Item and Business Service to determine the default routing rules to assign the tickets to the appropriate team. Gather all the information needed as error message, number of users affected and screenshots if possible. LOGGING CATEGORISATION: IF THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Assistance with software request In case of INCIDENT or blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Bug/Defect Assignment group (if not L1): BAM-APP-L2-ALHC-Apps ARTICLE TYPE: Assignment TEAM: OSS
Intelligent HUB - Clear Work passcode for Mixed Usage
English
fernanda.alvarez@am.corp.airliquide.com
49
NaN
Uncategorized
Published
2025-10-01 20:35:43
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
15
2025-10-01 20:34:56
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
SYMPTOMS: The device is asking the end user to enter a PIN when the end user try open any application in corporate side POSSIBLE CAUSES: The end user register a Work passcode during the enrollment process in Mixed Usage operation. BEFORE YOU START: 1° - For Mixed Usage Android Devices , devices are with Work Profile. / Ownership : Employee-Owned. This issue doesn't happens for iOS devices. STEPS: 1. Go to WorkSpaceONE console: https://console-workspace.apps.airliquide.com/AirWatch Android: - search for the device > More actions > "Clear Passcode" -> "Clear Work Passcode" If the issue persist, ask the end user to enter in Settings -> Security and privacy -> More Security Settings -> Work Profile Security and enable the option "Use one lock" LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Support / Assistance Configuration item: Workspace One - PROD Resolution Notes: As requested by the end user, was removed the Work Passcode. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Erro na importacao de extratos bancários para o Delta
English
Flavio.SILVEIRA-SC@sa.corp.airliquide.co
3
Flavio SILVEIRA-SC
Uncategorized
Published
2025-07-28 19:12:59
5
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2023-07-19 18:57:05
#########
INC1217403
GIO-EUS-GOPS-DWP-L2
2023-07-19 13:57:05 - Flavio.SILVEIRA-SC@sa.corp.airliquide.co Additional comments Resolution notes:Normalmente, a instituição financeira demora para enviar os arquivos/extratos ou não envia. É preciso entrar em contato com a instituição.---Normally, the financial institution takes time to send the files/statements or does not send them at all. It is necessary to contact the institution. 2023-07-19 12:20:02 - grazielle.pokorski@sa.corp.airliquide.co Additional comments Fiz contato com o banco que confirmou o envio as 5 da manha. Coincidentemente os extratos foram disponibilizados as 12:04hs. 2023-07-19 11:47:28 - Flavio.SILVEIRA-SC@sa.corp.airliquide.co Additional comments Conforme historico de importação dos extratos (https://airliquidebrazil.apps.airliquide.com/delta#/cobranca/extratos), não recebemos informações obre essa agencia/conta. os arquivos ficam disponiveis na rede (\\sa-br-doc\edi\ExtratosConciliacaoProcessados\Itaú) assim que o banco nos envia. Analisei e o processo está ocorrendo normalmente do nosso lado, peço entrar em contato com a instituição financeira. 2023-07-19 11:19:58 - grazielle.pokorski@sa.corp.airliquide.co Additional comments Envio tela do Delta onde consta a informacao de que nao ha movimentos para a conta e o extrato da mesma extraido do homebanking. 2023-07-19 11:12:11 - Flavio.SILVEIRA-SC@sa.corp.airliquide.co Additional comments Por favor, anexar evidências do erro.---Please, attach evidence of the error. 2023-07-19 09:23:06 - Rodrigo MARQUEZ-SC Additional comments Requested forGrazielle POKORSKICall back number+54 11 2183-1691SourceSelf-serviceConfiguration itemBusiness ServiceUser Impact2 - Multiple users on a siteUser Urgency3 - Low impact on work environmentDescriptionBom dia! Novamente os extratos do banco Itau (Caxias do Sul, Maringá, Palhoca, Pelotas, Porto Alegre, Santa Maria, Vitoria, Bauru, Cuiaba, Imperatriz e Sorocaba) nao estao disponiveis no Delta e no Totvs.Por favor precisamos que os extratos estejam disponiveis para que possamos realizar nossas tarefas dentro do prazo esperado.No aguardo de um breve retorno.
#banco #extrato #edi #brasil #itau, airliquide, bancarios, banco, brasil, co, corp, de, delta, edi, english, erro, extrato, extratos, flavio, importacao, itau, na, para, silveira-sc, silveira-sc@sa
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KB0017752
Azure Infrastructure Request - Step by Step Guide
English
florence.demareschal@eu.corp.airliquide.
0
Sinene BEN ARAB-SC
Uncategorized
Published
2025-07-28 22:55:15
12
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2020-06-11 18:09:29
#########
NaN
BAP-HUB-BI-L4
Step by step guide to get your Azure Infrastructure for your need / project Step 1 (mandatory for new projects) : Follow the CIO Office process Step 2 : URL to declare your initiative Step 3 : Request for Azure BI Architecture Step 4 : Check with your CARM manager that the demand has been reviewed and validated by him/her GDO & CIO office architects review Infrastructure is deployed Note: If you only need a online storage, jump to step 2, and then request for Azure Storage (Online files container for Self-BI / BI for Ops).
Vodafone Account Management Request Steps : Vodafone account management requests are now ordered via the new GIO service catalog request in the following LINK 1. Fill in the required fields of the service catalog request and the need for the account (Create, Modify, Delete, Unblock) 1.a Regarding account creation: The user has 48 hours to activate the account once it has been created. User Role: "Customer Operations Limited" is the minimum access level for a user creation. Service Profile: A service profile has to be attributed to the user after creation. A list Service Profiles can be found in below references based on the requestor subsidiary. Service Profiles can be modified after creation Other References: EN_08 Vodafone Starter Kit EN_08 Operations on Vodafone Web Portal- Team Training IoT connectivity - reference document for DALIA/XFLOW https://iotportal.vodafone.com/IOTPORTAL/PRJ-help/en-gb/Content/Topics/Getting_Started/getting-started.htm
SIM Decommissioning Process Steps : Decommissioning request are now ordered via the new GIO service catalog request in the following LINK All invidivual MMS requests (ADHOCs) are collected once per month by the Remote L2 Team to be grouped using the above catalog request on the 25th of the month or the next working day. 1. Fill in the required fields of the service catalog request (Requested For, IoT Provider, number of simcards, URL of the completed template) 2. Fill the relevant simcard information using the template. (Link to the template is provided inside the service catalog request.) 3. As the template file will be created in your own drive, move the document in the ALIZENT Remote Asset shared drive > Simcard Decommissioning shared folder. 4. Share the completed template with ww-gio-nt-iotconnectivity@airliquide.com as required by the mandatory fields of the service catalog request. Related source: [Alizent x GIO] - SCOPE & RACI V2
Create Device Log in to Work Space ONE Link Click on Accounts and search for the user Click on the number at General Info. In user detail on ADD DEVICE (upper right side of the user detail) The following fields are always mandatory Organization Group: LOX (it always needs to be LOX, no other group) Device Owndership Type: Corporate - Dedicated (it always needs to be Corporate - Dedicated) Platform: Android (it always needs to be Android) If ordered, please change E-Mail address. Click SAVE
Add SAP Logon Pad Vitalaire to Citrix Workspace Klick the plus button and choose PRODUKTIV -> SAP Logon Pad - Vitalaire Change Language Press the three Bars button in the left corner, choose Options... Click SAP Logon Pad Options, General and change language to DE Change Theme Press the three Bars button in the left corner, choose Options... Click Visual Design, Theme Settings, change to SAP Signature Theme Add Vitalaire SAP Systeme to favorites Click Verbindungen on SAP Logon Pad Search for Vitalaire click right on the system, add to favorites Start without SSO Click right on the system you want to log on, chose Logon without Single Sign-On
SYMPTOMS: The following article describes the process for software installation requests Preapproved software Free software Licensed software Other software BEFORE YOU START: 1. Determine what kind of software is being requested (driver, plugin, addon, mail carrier software, or others) 2. Always verify user's entity and location before deciding on next steps. 3. If user requires to have have higher privilege rights for installing or running software by them self, guide user towards Yourway/Cyberark request YourWay - User Guide (Use, Request, Updates) ****** Malware/Adware/Spyware removal software are not allowed for installation unless requested by FS. If user is requesting to have it installed because their computer is infected, assign the ticket to FS to clean the machine. ****** For Servers: KB0017340 - Software - Application Request for Servers (AME) NOTE: Please use \\sana-entp01\IT_Asset_Management\Software or \\sana-entp01\desktop admins as the PDC drive is no longer available STEPS: Approved Applications (pre-approved) Other software Specific Entity Processes For pre-approved software for DRTC users located in Newark, DE (US031) and Medal (US032) assign the ADHOC to GIO-EUS-FS-EAST-L2 for Robert FITCH-SC Software that can be installed right away: Peripheral drivers (mouse, keyboards, printers, docking stations, screens) Plug-ins for already installed software Software updates, where a new software installer is not required to update Any Mail carrier software (USPS/UPS/FedEx/CanadaPostEST) found on the vendor's website for package labeling/hardware Applications that are downloadable from the Air Liquide website Kite Add-in, add-on software: Kite Appstore Pre-approved software (see applications list below) Must be requested in My IT Corner: Anything not listed as pre-approved Any pre-approved software that requires a license Guide the user to order the software from My IT Corner. Verify user's entity and location before deciding on next steps. 1. Look for the software in the list 2. Check License Type Requires a license (licensed, enterprise, subscription) - user request in My IT Corner. Doesn't require a license (free, AMS system, empty) - go ahead and install. Info: If you have trouble viewing this document please click here 1. Go to My IT Corner > Order Something > Applications > Business Applications > Download & installation of Softwares 2. Business Applications > Select Download & installation of softwares > Desktop Software Requests 3. Select the appropriate category: Microsoft software Other Software (only if unable to choose any of the other categories) Quote for Computer Software Trial/Free Computer Software Installation Reinstallation or Transfer of Licensed Software that was purchased by ITAM (must include My IT Corner/ServiceNow Ticket #) Previously Purchased Software Installation NOT purchased by ITAM (PROOF OF PURCHASE REQUIRED - must contain ALL of the following: Payment Type, Quantity Purchased, License Key and Item Purchased.) Software License Maintenance Renewal 4. Complete the required fields(*) 5. Click Order Now and Checkout For VitalAire users, check if it's a business application in Bis Americas - VitalAire Apps, if it is, create an ADHOC and install it right away For Heritage AL employees using AL machines, warm transfer to Airgas Central Service Desk: KB0013706 For Alizent & E&C users, have the user go to My IT Corner > Order Something > Applications > Other applications If request not available, have user submit the general software request form If the user is unable to access any of the request, submit form on behalf of the user. LOGGING CATEGORISATION: For Pre-approved Software installation: Ticket template to be used: AME - Application Install - Request Business service: Manual Installation: GIO - EUS - UWP - Install non managed apps When pushed from Marimba tool: GIO - EUS - UWP - Install non managed apps Situation: How-To/Question [Ad Hoc Request] LOGGING CATEGORISATION: For My IT Corner: Ticket template to be used: GLOBAL - My It Corner - Request (specify name of application requested in ticket description) Business service: GIO - PCI - ITSMaaS Situation: How-To/Question [Ad Hoc Request] If software not available in the drive or if any doubt please contact SD2 team for guidance.
MIR INC0887300 - APAC Datacenter not reachable (February 8th, 2022)
English
franco.hee@as.corp.airliquide.com
7
Navin GNANARATNAM
Uncategorized
Published
2022-11-14 8:30:17
10
Major Incident Reports
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ALZ - WW - Production Asset
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2022-02-08 8:42:13
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INC0887300
GIO-NET-APAC-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report APAC Datacenter not reachable INC0887300 - February 8th, 2022 Timezone : SGT Total outage duration : 6 Hours 7 Minutes Executive Summary Classification : Major connectivity outage On February 8th, 2022 at 09:07 am SGT a user from Alizent raised an incident affecting Scada and vSphere services that was impacting Apac users. It was reported that the Singapore datacenter was not reachable from any Scada and vSphere platform. Industrial key users were not able to access real time data and gas pipeline monitoring across APAC sites. Following this a user from Singapore also reported Oracle data loading into Shift has halted at 11.17 am SGT on the same day. Power BI & Cube services were indirectly impacted for all Apac users due to the data flow interruption from Oracle to Shift. The a priori root cause was due to a faulty network switch (Hostname G17-SW01) in SG Datacenter. The switch was not operating in a normal state. The switch was connected to below servers and equipments : AS-PBI-ETLV2552(FAS2552D) - Alizent StorageAS-SG-COMMEDIA HP Backup Server (AS-SG-BKMGT01)HP Tape LibrarySG-S-SING-ESX1 (HP DL380P Gen8)SG-S-SING-ESX2 (HP DL380 Gen8)SG-SINGAP-LIB1 (Liberator S)SG-SINGAO-MOX1 (Nport 5610) SG-SINGAP-AMS1 (CXR-AMS16) SG-SINGAP-FW12 (FG100D)SG-SINGAP-FW11 (FG100D) The incident was resolved by replacing the faulty switch with the spare switch. All the cabling from the previous switch moved into the spare switch and re-configured. On Feb 08th, 2022 at 15:15 pm SGT, the incident was resolved, leading to a service disruption of 6 Hours 7 minutes. Major steps leading to incident resolution1 February 8, 2022 09:07 :Alizent user raised INC0887300 reporting that Singapore Datacenter is not reachable from any SCADA application or from vSphere platform . 09:18 : IT security team responded to the incident to check the firewall. 09:30 : Network Team is checking the connectivity in SGDC 09:40 :Network Team detected a network switch ( Hostname G17-SW01) is not responding, from the core switch unable to ping the specified switch. 09:50 : Assign network engineer to attend onsite in SGDC for switch’s checking and diagnostic. 10:25 : Network engineer reached the SGDC and perform physical check for network Switch ( Hostname G17-SW01), he found the switch is not working as usual (all LED Indicator lights is ON), tried rebooted twice and change the power outlet but status remain the same. 11:10 : Network engineer tried power on the backup switch (mounted below of the malfunctioning switch) but unable to power on even changed the power outlet. 11:40 : Network engineer managed to get the spare switch, setting up the console access to the switch with USB converter, laptop unable to detect the USB converter due to driver issue, searched online and updated the correct driver. 12:40 : Able to install the correct driver for the USB converter, Network engineer managed access the switch and start the switch configuration (setup management IP and trunk) 13:17 : A user from Singapore reported that Shift services data was not loading in INC0887355 13:20 : Spare switch is up, able to ping and establish a connection with Core Switch. 13:25 : Network engineer configures each port with relevant Vlan and description, and connects the cable by cable back to the spare switch. While doing this, Network Team also cross checked with ROCC users about the SCADA connection. 14:45 : All cablings are connected to the spare switch, and ROCC users confirm all services and applications are back to normal. Cloud Services Team also confirms all servers connection is restored as well. 15.15 : Incident was resolved after confirmation from Scada users and the Shift application team. Initial root cause Network switch (Hostname G17-SW01) faulty in SGDC, the switch didn’t operate in normal state. The servers and equipment in rack G17 (Industrial IT Equipment) are connected to a single network switch, the setup is without redundancy and failover measurement, hence this is a single point of failure. Actions plan Identify Solution Owner for the Scada and plan mitigation action - Franco HEE External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043113.
MIR INC0995973 - Very urgent: Qingdao office network is down, Qingdao is one of the key offices of A
English
franco.hee@as.corp.airliquide.com
0
Franco HEE
Network / Connectivity
Published
2022-09-22 14:54:15
9
Major Incident Reports
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GIO-NET-Site Connectivity
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2022-08-12 4:53:52
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INC0995973
GIO-NET-APAC-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report China Qingdao (CN025) office network is down INC0995973 - August 12, 2022 Time zone : CST Total outage duration : 1 Hour 44 Minutes Executive Summary Classification : Major connectivity outage On August 12th, 2022 at 09:09 AM CST, users from Qingdao (CN025) reported connectivity issues; the network connection was disrupted and they were unable to use the applications and services as usual. The a priori root was due to the core switch 172.17.158.129 hanging due to Power Supply Unit (PSU) is experienced issue. This core switch is under site accountability. The incident was resolved after the reboot of the core switch On Aug 12th, 2022 at 10:53 AM CST, the incident was resolved, leading to a service disruption of 1 Hours 44 minutes. Major steps leading to incident resolution1 August 12, 2022 09:09 : User from CN025 reported the network connection is not working, and the application and services are not functioning as well. 09:15 : Join call with SFR to verify the equipment (VCE) and circuit status, SFR confirmed unable to reach the VCE. 09:45 : Work with Zhuo Sheng to engage local user for the hardware checking at site. 10:05 : Zhuo Sheng guides local user to validate the network status in the office. 10:10 : Local user confirms unable to ping the gateway.. 10:25 : Zhuo Sheng guides the user to check the switch status in the rack. 10:45 : Local user informs the core switch core switch ( 172.17.158.129 ) status is abnormal and not responding, he also found the switch’s PSU (Power supply unit) is showing alert light. 10:50 : Zhuo Sheng guided local user to reboot the switch 10:53 : Core switch is back to normal, local user confirms the network connection is up and running. Initial root cause The core switch PSU is having issue Action plan (to prevent recurrence, to prevent delay in resolution...) n° Action Priority Type Owner Deadline 1 Local user need to ensure the switch’s power supply unit is functioning normal all the time High Preventive 2 3 External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043628.
MIR INC0891224 - The site is down | INC000022452778 (February 15th, 2022)
English
franco.hee@as.corp.airliquide.com
4
Franco HEE
Uncategorized
Published
2022-09-02 13:27:07
9
Major Incident Reports
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0
2022-02-15 13:56:28
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INC0891224
GIO-NET-APAC-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down | INC000022452778 INC0891224 - February 15th, 2022 Timezone : SGT Total outage duration : 6 Hours 49 Minutes Executive Summary Classification : Major connectivity outage On February 15th, 2022 at 14:07 PM SGT, users from multiple sites (SG015, SG024, SG029 and AU024) reported connectivity issues; the network connection was disrupted and they were unable to use the applications and services as usual. The a priori root was due to connectivity issues happening in Internet Service Provider (Singtel), due to a configuration issue. The incident was resolved after Singtel rectified the configuration at their end. On Feb 15th, 2022 at 20:56 pm SGT, the incident was resolved, leading to a service disruption of 6 Hours 49 minutes. Major steps leading to incident resolution1 February 15, 2022 14:07 : User from AU024 reported the Internet connection is not working, and the application and services are not functioning as well. 15:10 : Checking with Singtel on the network circuits status for the affected sites. 15:40 : Network Team is checking with users on the local network connection. 16:35 : Coordinate with Singtel Service Manager and Account Manager, suspected the link outage is due to the cease order. 17:10 : In the meantime, the Network team is diagnose the issues, all affected sites is within the legacy DMVPN cloud. 18:30 : Singtel confirmed the outage is caused by the cease order, Network Team urge Singtel to reinstate the service. 19:40 : In the meantime, the Network team is diagnose the issues, all affected sites is within the legacy DMVPN cloud. 20:45 : Singtel confirmed all service are reinstated, Network Team confirmed the links are all restored. Initial root cause The issue is caused by Singtel’s cease order, the links are down due to service becoming unavailable. Actions plan Work with Singtel to identify the links' cross-connection to avoid similar incidents happening again. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043138.
Set up corporate wifi connection on your Chromebook
English
francois.hausherr@eu.corp.airliquide.com
414
Evens NICOLAS
Network / Connectivity
Published
2025-07-29 22:04:53
36
myITcorner
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2021-10-26 18:06:28
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GIO-NET-SUPPORT L1
This article will help you to set up your connection with Chromebook Set up corporate wifi connection on your Chromebook The Wi-Fi network (SSID) AirLiquide-Corporate is the corporate access for Air Liquide collaborators using enrolled devices. It provides connectivity to Air Liquide intranet and internet. This service replaces the previous WiFi@AL2. Prerequisites Prior to using AirLiquide-Corporate Wi-Fi, you need to be connected to Air Liquide network using your Ethernet adapter and ask for a Chromebook user role following this link. From here, it may take some hours (up to 1 hours) before you are allowed to get a new certificate following the instructions below. Prerequisite: Get access to Chromebook services from CARM Use the bundled USB Ethernet adapter to connect the Chromebook to wired EthernetPlug into a Wired Network for a Reliable Connection Enter CARM into your browser, then into My accesses tab Click on New access Select IT Services > Devices Access in the drop-down list (or in Request New Access or on your Board if you have already some access on those Categories) Check the box Chromebook / Non-Windows User role Add a justification to this request Then click on Submit my request Connect to the Wi-Fi network AirLiquide-Corporate Use the bundled USB Ethernet adapter to connect the Chromebook to wired EthernetPlug into a Wired Network for a Reliable Connection Click on lower-right corner and find AirLiquide-Corporate into Wi-Fi network list then click on it A pop-up appears, click on Get new certificate Certificate enrollment page appears, fill : your Air Liquide credentials (firstname.lastname) your password then click Enroll. For any assistance, please go to the MyITcorner note or contact your Helpdesk
There are 3 Wi-Fi networks (or SSID) set up by default on the Air Liquide offices. AirLiquide-Corporate Provides connectivity to Air Liquide intranet and internet for Air Liquide users with an enrolled device. This service replaces the previous WiFi@AL2. AirLiquide-Guest Provides a high quality internet connectivity to unenrolled devices (guests, subcontractors or Air Liquide personal devices). No access to the Air Liquide intranet application is allowed with this network. An approval by an Air Liquide employee (or a subcontractor with a Google Kite Account) is mandatory. This service replaces the previous WiFi@MyDevice and WiFi@Guest. AirLiquide-Public Provides an internet connectivity for a short usage to non-secure devices (eg. customer for retails sites, visitors, ...). No access to the Air Liquide intranet application is allowed with this network and bandwidth will be limited. The “visitor” can request access to the internet through a web portal (Click&Go page), For further information, read the detailed User Guides AirLiquide-Corporate (for Windows, for Chromebook) AirLiquide-Guest AirLiquide-Public
Small Meeting room - Cisco 7841 For 2-3 seats Medium Meeting room - Cisco 7832 Up to 20 m² Large Meeting room - Cisco 8832 Up to 75 m² - Possible to add remote microphones
Connection to the Wi-Fi hotspot in Air Liquide (AirLiquide-Public)
English
francois.hausherr@eu.corp.airliquide.com
343
Evens NICOLAS
Uncategorized
Published
2025-07-29 22:04:53
23
myITcorner
NaN
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1.00
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NaN
NaN
4
2021-10-27 12:07:01
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GIO-NET-SUPPORT L1
The Wi-Fi network (SSID) AirLiquide-Public provides an internet connectivity for a short usage to non-secure devices (eg. customer for retails sites, visitors, ...). No access to the Air Liquide intranet application is allowed with this network and bandwidth will be limited. Connection to AirLiquide-Public The user selects on his device the AirLiquide-Public network The user opens a web browser (Chrome, Safari, Microsoft Edge, …). He is redirected to the Wi-Fi Welcome page. Click on the “Accept” button. The connection is automatically done. Note A new connection process must be performed every 24h. Chromebook and Mac owners can use the AirLiquide-Public network to update passwords and set up corporate Wi-Fi configuration and enrollment.
Learn to connect a device on AirLiquide-Guest WIFI
English
francois.hausherr@eu.corp.airliquide.com
2550
Evens NICOLAS
Network / Connectivity
Published
2025-07-29 22:04:53
57
myITcorner
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2.21
NaN
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NaN
23
2021-10-27 11:38:27
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NaN
GIO-NET-SUPPORT L1
This article will help you to connect a device on AirLiquide-Guest WIFI Connect a device on AirLiquide-Guest WIFI The Wi-Fi network (SSID) AirLiquide-Guest provides a high quality internet connectivity to unenrolled devices (guests, subcontractors or Air Liquide personal devices). No access to the Air Liquide intranet application is allowed with this network. An approval by an Air Liquide employee (or a subcontractor with a Google Kite Account) is mandatory. This service replaces the previous WiFi@MyDevice and WiFi@Guest. Create an AirLiquide-Guest account 1. The user selects on his device the AirLiquide-Guest network 2. The user opens a web browser (Chrome, Safari, Microsoft Edge, …). He is redirected to the Wi-Fi Guest form. 3. The user clicks on “Request an access as a Guest” button 4. The user fulfills the form with his personal info (last name, name, email address) and provides the email address of his Air Liquide contact (he must be an Air Liquide employee or a subcontractor with a Google Kite Account). If you want to connect your personal device, you can be your own validator. 5. The user must agree to the Terms and Conditions and click on the “Register” button. 5. An e-email is sent to the Air Liquide contact for account approval 6. Account creation is over once the Air Liquide contact approves it. 7. The user must accept the Acceptable Use Policy. 8. On the Welcome page, the user must click on the “Continue” button 9.The connection to AirLiquide-Guest is automatic. 10. An email has been sent to the user with his credentials for the further connection. 11. For any further connection, the user must log with his credentials on the on Wi-Fi Guest portal. Note: The approver must be an Air Liquide employee or a subcontractor with a Google Kite Account. In case of his personal device, an AL employee can be the approver. By default, the count duration is 7 days. This value can be modified. Manage an AirLiquide-Guest account Connect on the Wi-Fi Portal with your Air Liquide Windows account in the following URLs depending on your Zone : Europe/AMEI :https://wifi-sponsor-eu.apps.airliquide.com Americas :https://wifi-sponsor-am.apps.airliquide.com APAC :https://wifi-sponsor-as.apps.airliquide.com login: name.surname / Password: CARM Password On the Wi-Fi portal, the user can manage his own created accounts The user can extend or reduce the account duration (1 to 180 days)
Each profile does have a calling plan, that works with a shared pool approach, allowing cost optimization.Calling plans: On-net traffic between two Air Liquide sites equipped with the solution is free of charge (using WAN)For Off-net traffic (to Air Liquide sites not equipped or external sites), different calling plans can be chosen: Pay per use : usage billed per usage/minuteDomestic 3 hours : 3 hours to land and mobile lines within the country & pay per minute for other voice usage (special numbers, international ) ? default option to be recommendedDomestic Unlimited : Unlimited to land and mobile lines & pay per minute for other voice usageFrequent international callers : unlimited domestic calls to land and mobile lines as well as to land and mobile lines in the European Union + UK + NAM (USA and Canada) & pay per minute for other voice usage Price per minute is available (see with GIO teams) Notes: IMPORTANT : The calling plan does not define the outgoing call permissions, meaning that it is possible to allow or forbid a user implemented with a domestic 3 hours to place international calls (configuration done by an admin and also available through My IT Corner requests)Bundle approach means that a pool of minutes is shared between end-users. For instance, if we have 10 users subscribing to domestic 3 hours calling plans, they will share a pool of 30 hours. As long as there is less than 30 hours used by these 10 users, no extra-charge will be billed. In case the communication for this group of 10 users is going over 30 hours, extra-charge will be considered for each user, on a pay per use basis. This will be invoiced to the site.
This document details how to configure a call forwarding from either the softphone or remotely, using the webportal. Configure a call forwarding through the Cisco Webex softphone Open the Cisco Webex softphone by clicking on the icon Use your login/password to connect and click on the top left corner: A new menu is opening, click on “Settings” and then on Calling: Add the phone number you would like to forward your calls to: Then choose in the scrolling menu this number: For more options on call forwarding (Always/unconditional, when busy, when not answering…), please refer to the next section Configure a call forwarding remotely using the webportal Once configured, you can easily access to this feature by pressing “Call settings” on the bottom left corner Configure a call forwarding remotely using the webportal Go to https://settings.webex.com/login and use your login/password to connect. Click on Webex Calling: A new tab will appear, click on Call settings: Activate Call Forwarding, Add the phone number you would like to forward your calls to and choose among the different options available (Always = unconditional forwarding, When busy to forward calls only if you are already having a call, When answer to forward calls only if you don’t answer):
This document details how to change the language used for hardphone menus and voicemail using the webportal Note : Language used by the softphone depends on the Windows language Go to https://settings.webex.com/login and use your login/password to connect Click on Webex Calling : Click on the top right corner near your name and go in the Select language Menu to choose your language : Update is done automatically in the webportal, hardphone may need to be rebooted for this new setting to apply
Wi-Fi - Set up your connection with Windows (AirLiquide-Coprorate)
English
francois.hausherr@eu.corp.airliquide.com
993
Evens NICOLAS
Windows - Storage / Performance
Published
2025-07-29 22:05:58
40
myITcorner
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2.20
NaN
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1
2021-10-26 18:03:55
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NaN
GIO-NET-SUPPORT L1
The Wi-Fi network (SSID) AirLiquide-Corporate is the corporate access for Air Liquide collaborators using enrolled devices. It provides connectivity to Air Liquide intranet and internet. This service replaces the previous WiFi@AL2. Where a Wi-Fi service is available, Windows corporate computers are automatically connected to the AirLiquide-Corporate network when you unplug the network ethernet cable. If you want to connect to the Wi-Fi with a Chromebook, follow this Guide. If you are unable to connect on the AirLiquide-Corporate, contact your Helpdesk.
System.PMO.H.DI.Add Account in Alidaho.com AD Procedure_v1
English
francois.renault@eu.corp.airliquide.com
24
Francois RENAULT
Uncategorized
Published
2025-07-28 19:11:08
8
IT Knowledge
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27
2021-10-28 14:51:14
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GIO-EUS-GOPS-DWP-L2
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by ALIZENT. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 CHAOUI Asma 05/09/2019 COUSTILLAS Alani GERBIER Marie-Astrid 24/09/2019 24/09/2019 RENAULT François 24/09/2019 2 3 Keywords Active directory, Adding user account, CSV File, scripting, alidaho.com. TABLE OF CONTENTS 1 PURPOSE 2 2 FIELD OF APPLICATION 2 3 DEFINITION 2 4 REFERENCES AND ASSOCIATED DOCUMENTS 3 5 COMPETENCY REQUIREMENTS 3 6 PRE-REQUISITES 3 7 CONTENT 3 7.1 Script Description 3 7.2 How to run the script 4 7.3 Add user manually 9 7.4 Add users from CSV File 11 7.5 Understanding exceptions 12 7.6 Logging 14 8 ANNEX 0 – REVISION TABLE 16 9 ANNEX 1 – ALIZENT USERS 16 1 PURPOSE This document describes the methodology to create alidaho.com accounts using a powershell script. This script allows us to create : many AD accounts at a time : using a CSV File only one account : manually In some cases, exceptions will be generated. Below we will explain how to : Specify the script inputs Get and analyse the script output Generate the CSV file Add many accounts from CSV File Add a new user manually Understand exceptions Logging 2 FIELD OF APPLICATION This procedure is intended for ALIZENT IT Team only. 3 DEFINITION PowerShell is an automated task framework from Microsoft, with a command line shell and a scripting language integrated into the .NET framework, which can be embedded within other applications. It automates batch processing and creates system management tools. Active Directory (AD) is a directory service developed by Microsoft for Windows domain networks. It is included in most Windows Server operating systems as a set of processes and services. Initially, Active Directory was only in charge of centralized domain management. Starting with Windows Server 2008, however, Active Directory became an umbrella title for a broad range of directory-based identity-related services. An organizational unit (OU) is a subdivision within an Active Directory into which you can place users, groups, computers, and other organizational units. You can create organizational units to mirror your organization's functional or business structure. Each domain can implement its own organizational unit hierarchy. If your organization contains several domains, you can create organizational unit structures in each domain that are independent of the structures in the other domains. The Windows PowerShell Integrated Scripting Environment (ISE) is a host application for Windows PowerShell. In the ISE, you can run commands and write, test, and debug scripts in a single Windows-based graphic user interface. The ISE provides multiline editing, tab completion, syntax coloring, selective execution, context-sensitive help, and support for right-to-left languages. Menu items and keyboard shortcuts are mapped to many of the same tasks that you would do in the Windows PowerShell console. For example, when you debug a script in the ISE, you can right-click on a line of code in the edit pane to set a breakpoint. 4 REFERENCES AND ASSOCIATED DOCUMENTS Organization Unit : https://kb.iu.edu/d/atvu Active directory: https://en.wikipedia.org/wiki/Active_Directory 5 COMPETENCY REQUIREMENTS Actors Responsability Support Team Support Team : customer.service-paris@alizent.com 6 PRE-REQUISITES Windows Powershell ISE installed : To run the script using a user interface and to enter inputs we will use Windows Powershell ISE User’s email : In order to communicate account information, login and password, an email will be sent automatically to user. So we need the user’s email address. 7 CONTENT 7.1 Script Description The script is based on three main methods : Get-Password : allow us to create a new password. It will generate a new password and respect the GPO complexity rule (length, with number and special character …). Send_email : it will send login, password and password to user. Also we can find on this email the Alizent URL to reset password. Add_user : The most important method. It is developed to create a new AD Account. 7.2 How to run the script To execute the script, you have to open Powershell ISE, import the powershell script and execute it from ISE Interface. Also you can run it using Windows Powershell. In this case, you have to check the log files to treat exceptions. On Powershell ISE click on File → open → select the script location → Open The script is ADUSERCREATE.ps1 We will send you this script by email. The script is imported. To run it we have to click on button. However, on first run we will get an error message: To solve this issue you have to select the first line “Set-ExecutionPolicy RemoteSigned” then click on “Run selection” button or F8. New window “Execution Policy Change” will be opened to confirm the Policy execution → click on Yes Actually, we can run the script. You can use the script to create multiple users using a CSV File or one user manually. In both cases, the email address is required to send the password to user. Click on the button to run all the script. The first step is to specify the option you want to use : 1 : will allow you to enter inputs, login firstname, lastname and email, manually 2 : will allow you to create many accounts using a CSV file Let’s see how to use these options to create one user or many users. 7.3 Add user manually In this case you choose the first option. So enter “1” Next step is to enter Login, Firstname, Lastname and email address. Please respect the account rules : Login : is composed with the first character of the Firstname concatenated to Lastname. For example if the Firstname is Asma and the Lastname is CHAOUI the login will be achaoui Email address : will be used to send login/password and the URL to change the password. So, you have to use the user address or his manager’s address. Below another example : In this case, I used achaoui11 as login, Asma as firstname, Chaoui11 as lastname, so the login must be achaoui11, and asma.chaoui-sc@alizent.com as email address. After entering the needed information, the script will generate a complicated password, create the AD account then it will send the summary email. As an output, the script will show us the current status: First step - Creating AD Account : means that the script is generating a password, opening a session with AD and creating the AD Account Second step - Congratulation ! User was created : means that the account was created successfully and we can find the account on alidaho.com forest. Also it will show us the password. Please note the password or get a screenshot, It will be very useful in case the customer wants to validate the password. You can find all outputs in the log file too. Third step - Sending email : the script is developing the email’s body, creating the header and sending the email to destination. So please be sure that you enter the right information specially the email address. Firth step - Congratulations ! Email was sent : Email was successfully sent. Let’s see the email’s structure. As I said, I used my email address for a test. So I received this email from customer.service-paris@alizent.com : You can also find all information (user name, login, password and email ) in the logging file C:\log.txt Bellow a screenshot of the output TXT File (for more details please see the last part of this procedure “LOGGING”) 7.4 Add users from CSV File Now let’s see how to use a CSV File to add multiple users on AD. To deal with it we have to respect the CSV Format : First of all, columns are separated by “;” If you forget to add this character an error message will be generated. And the script will be exited. The first column is “Username” it’s the Login. Please see the previous part 7.3 to understand how the login have to be generated. The second column is “Name” it is the lastname concatenated to “.” then to firstname. For example, if the firstname is Asma and the lastname is CHAOUI the name will be chaoui.asma The third and last column is the email address After modifying the CSV File, let’s save it and note the parent repository. As an example, I saved the CSV as C:\Exploit\scripts\script_add_user_ad\user.csv Now you can use user.csv in the script to create users. In this case, you have to choose the second option in the script, as shown in the below screenshot. Next step, you have to enter the file’s location. We get the same outputs Creating AD Account, Congratulation, Sending email and email was sent. As you can see in the screenshot, some lines will be shown too. Those are the CSV lines. The script will read the CSV file line by line. Then it will treat them, generate password and create AD Account. This output will allow you to check if all lines were read and all accounts are created. For example, if the CSV File format isn’t respected you will be able to specify the specific line. We will talk about it in part 7.5 7.5 Understanding exceptions Now we will understand how exceptions are generated. The error message “User exist ! nothing to do” will be shown if the user account exist in Active Directory. As an output we will get “Creating AD Account” then the error message. In this case the script will be automatically stopped (for security reasons) The same error message is used in both options (using CSV File or manually creation ) In order to understand more, please see screenshots below. Creating an AD Account manually: Creating many accounts using CSV File : Now if the file format isn’t correct we will get an error message “You cannot call a method on a null-valued expression” For example, I used this CSV file where i deleted the “;” character I get as an output With exceptions, you can understand which line is wrong and what to do in order to correct it. If you get an other exception please read the error message, it’s always a significant message. It will help you to understand the error source. If you can’t deal with it please send an email and attach the CSV file and an error screenshot to : DL-FrAdvancedIT-Services-System@airliquide.com or IT-system@alizent.com. 7.6 Logging The log file’s location is : C:\log.txt The log contains the current date, Login, firstname, last name, password and email. Also it contains some information like email sending and errors Bellow an example : 8 ANNEX 0 – REVISION TABLE Revision history Revis° Indicate the modified sections and provide a short description of the change 1 Creation 2 3 9 ANNEX 1 – ALIZENT USERS At the application date, the list of ALIZENT users is : Level 1 Support Team Jean-Marc VIEILLEVIGNE, Samy DJEFFEL, Ismael SY, Lamine BENYEZZAR, AmineELKASSIMI System Team Alain Coustillas, Asma CHAOUI;Karim BENROUAIN; Samluel KAMPSEU, Karim BENROUAIN, Tidiane TANDJIGORAN
SYSTEM.PMO.H.DI.Web Portal for Change Password of ALIDAHO Account
English
francois.renault@eu.corp.airliquide.com
10
Francois RENAULT
Uncategorized
Published
2025-07-28 19:11:09
8
IT Knowledge
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GIO-EUS-GOPS-DWP-L2
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'Air Liquide Services. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 ROBIN Pierre 20/06/2017 Alain COUSTILLAS Laurent BORDES Karim BENROUAIN Marie-Astrid GERBIER 05/07/2017 05/07/2017 29/06/2017 10/08/2017 Laurent VICAIRE 05/07/2017 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS PURPOSE 2 FIELD OF APPLICATION 2 DEFINITIONS 2 REFERENCES AND ASSOCIATED DOCUMENTS 2 COMPETENCY REQUIREMENTS 2 PRE-REQUISITES 2 CASES 3 First Logon - After your account has been created 3 When your account is currently locked out 4 When your account is expired or disabled 5 ANNEX 0 – REVISION TABLE 6 ANNEX 1 – ALIZENT USERS 6 PURPOSE This document is a reference document about how to change your password account of ALIDAHO.COM Domain via Web Portal HTTPS accessible from Intranet Air Liquide. The objectives to change your password account of ALIDAHO.COM Domain is to avoid calling or contacting the Alizent System Team to perform the operation and permitting all the users with a ALIDAHO.COM account to change their password themselves. FIELD OF APPLICATION The web site application is accessible from intranet with the following url : https://changepassword.apps.airliquide.com DEFINITIONS URL = Uniform Resource Locator: a protocol for specifying addresses on the Internet. HTTPS = HTTPS consists of communication over Hypertext Transfer Protocol (HTTP) within a connection encrypted by Transport Layer Security, or its predecessor, Secure Sockets Layer. The main motivation for HTTPS is authentication of the visited website and protection of the privacy and integrity of the exchanged data. LOGIN = a username and password that allow a person to log in to a computer system, network, mobile device, or user account. DOMAIN = A group of computers and devices on a network that are administered as a unit with common rules and procedures. INTRANET = An intranet is a private network, belonging to an organization, usually a corporation, accessible only by the organization's members, employees, or others with authorization REFERENCES AND ASSOCIATED DOCUMENTS N/A COMPETENCY REQUIREMENTS N/A PRE-REQUISITES Know your ALIDAHO account login and current password CASES First Logon - After your account has been created When the user receives his login and password for the first time, he must change his password for security requirements. To change his password, the user needs to reach the following URL : https://changepassword.apps.airliquide.com Enter your login and current password then your new password Click on Submit when you have entered all the information like in the images below : 3. You can exit the window and try your login on the remote server When your account is currently locked out Did you change your password account recently?The issue can occur if you have mistyped the password several times, the system will then block the account for logging on after 5 bad mistyped. You should have the following error message on your screen : “The referenced account is currently locked out and may not be logged on to” : Your account should be unlocked after 10 minutes without bad typing. But if during this time you type again a bad password the remaining time restart from 0 until waiting 10 minutes. In case your account is still locked out, open a case/request to the following email address : : customerservice.bps@airliquide.com In the email, explain that your have tried to login on the server with your alidaho account / password but you are rejected and that you have waited 10 minutes but nothing happenned. When your account is expired or disabled In case you have the following message after the logon on the server : “The user’s account has expired” Other than expired. Your account can be disabled and you can have the following message after you enter your login/password account : “The user account is currently disabled and cannot be used…” Please, open a case/request to following email address : customerservice.bps@airliquide.com to explain that your account is currently expired/disabled with your manager in copy of the email. ANNEX 0 – REVISION TABLE Revision history Revis° Indicate the modified sections and provide a short description of the change 1 Initialisation of document 2 3 ANNEX 1 – ALIZENT USERS At the application date, the list of ALIZENT users is : Alizent Internal All ALIZENT Internal Users, contractors included(IT Team, Project Team, Applicative Team, Support Team…) Factory Paris Kamel EL KABABRI Global Infrastructure Laurent VICAIRE, customerservice.bps@airliquide.com,
[AdminPass] PVWA - The number of concurrent sessions for user XXX has reached its limit (10)
English
Frederic.LAMBIN@eu.corp.airliquide.com
0
Guillaume LARDEUX
Uncategorized
Published
2025-07-28 16:51:03
9
IT Knowledge
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0
2019-07-02 17:02:53
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GIO-SEC-AD-AUTHENTICATION SERVICES-L2
SYMPTOM: When connecting through PSM, you receive the following error: ITATS962E The number of concurrent sessions for user XXX has reached its limit (10) PROBLEM: This error is a result of the multiple attempts that ended with a timeout error. Each attempt is using a token which is released upon connection, while the limit which is hard coded is 10 tokens, and each token has a life span of 90 seconds. SOLUTION: Due to multiple failed attempts this limitation was reached, however just waiting a few seconds will start de-activating old tokens and by closing the PVWA session, it will terminate all of them. Note: If the user tried to connect and clicked *cancel* on the Remote Desktop Connection the session token will be released only when the user logs off from the PVWA. When connecting through PSM, you receive the following error: ITATS962E The number of concurrent sessions for user XXX has reached its limit (10) PROBLEM: This error is a result of the multiple attempts that ended with a timeout error. Each attempt is using a token which is released upon connection, while the limit which is hard coded is 10 tokens, and each token has a life span of 90 seconds. SOLUTION: Due to multiple failed attempts this limitation was reached, however just waiting a few seconds will start de-activating old tokens and by closing the PVWA session, it will terminate all of them. Note: If the user tried to connect and clicked *cancel* on the Remote Desktop Connection the session token will be released only when the user logs off from the PVWA.
MIR INC0567154 -Pulse Secure - Unable to connect after update (March 24th, 2020)
English
ganeche.radjou@eu.corp.airliquide.com
6
Zineb MELAIKIA-SC
Uncategorized
Published
2023-02-08 15:15:03
15
Major Incident Reports
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GIO - SEC - Secure Server
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2020-03-24 15:15:31
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GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report GLOBAL - Pulse Secure - Unable to connect after update INC0567154 - March 24th, 2020 Timezone : CST Total outage duration : 28 Minutes Executive Summary Classification :Major business apps outage On March 24th, 2020 at 07:52 CST Multiple users reported an incident, affecting all users connecting to Pulse Secure - North America and impacting approximately 3000 users. The symptoms of the incident were once connected to the new Pulse Secure AWS gateway in North America, users were prompted to update their software. If installed, this update did not allow them to connect to Pulse Secure as the gateway was not configured to allow that version. The a priori root cause was that automatic updates from the gateway was accidentally left on in the new system. The resolution of the incident consisted in disabling the automatic update, and allowing both the old and new version to connect. On March 24th, 2020 at 08:20 CST, the incident is resolved, leading to a service disruption of 28 Minutes A priori root cause The a priori root cause was that automatic updates from the gateway was accidentally left on in the new system. Major steps leading to incident resolution1 March 24th, 2020 08:15 Disabled automatic update and allowed new and old versions to connect External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041873. 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0948686 - Several NEOS / MyGAS web sites are unreachable (May 24th, 2022)
English
ganeche.radjou@eu.corp.airliquide.com
1
Gregoire PENET
Uncategorized
Published
2022-11-28 11:14:34
10
Major Incident Reports
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GIO-CS-Cloud Managed
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NaN
1
2022-05-25 12:09:25
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INC0948686
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Several NEOS / MyGAS web sites are unreachable INC0948686 - May 24th, 2022 Timezone : GMT+2 Total outage duration : 1 Day 2 Hours 13 Minutes Executive Summary Classification :
2022, 24th, airliquide, com, corp, english, ganeche, gregoire, inc0948686, may, mir, mygas, neos, penet, radjou@eu, several, sites, tbd, unreachable, web
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KB0049410
MIR INC1397172 - MMS application unavailable (April 22nd, 2024)
MIR INC0960761 - All DP ENV are down (DEV, PPRD, PROD), user can not connect (June 14th, 2022)
English
ganeche.radjou@eu.corp.airliquide.com
1
Gregoire PENET
Uncategorized
Published
2022-12-20 14:55:24
13
Major Incident Reports
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Customers portals & ecommerce
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0
2022-06-14 10:58:30
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INC0960761
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report All DP ENV are down (DEV, PPRD, PROD), user can not connect INC0960761 - June 14th, 2022 Timezone : GMT+2 Total outage duration : 3 Hours 35 Minutes Executive Summary Classification : Major business apps outage On June 14th, 2022 at 07:25 GMT+2, Many users reported an incident, affecting users trying to reach Air Liquide Extranet Web services in Europe. The symptoms of the incident were the unreachability of European Air Liquide Extranet Web services. The a priori root cause was a human error during execution of change CHG0150786/CTASK5246283 (patching to corect CVE-2022-1388) and lack of test after that. The resolution of the incident consisted in rollback of change CHG0150786. On June 14th, 2022 at 10:58 GMT+2, the incident is resolved, leading to a service disruption of 3 Hours 35 Minutes Major steps leading to incident resolution June 14th, 2022 05:28 : end of change CHG0150786 for WAF upgrade. 07:40 : Incident ticket is created. 09:40 : Other incident tickets are created and assigned to PSS-L2. PSS-L3 is escalated. Analysis started. Change CHG0150786 is suspected. 10:00 : Failover to the second WAF 10:10 : Incident INC0960761 is assigned to PSS-L2 10:15 : Rollback to previous version is decided 10:25 : Rollback is over 10:30 : Issue is solved Initial root cause 09:40 : Execution of Change CHG0150786 is suspected. Actions plan Remind the process to PSS people who implements this kind of change, PSS Add explicit test task(s) on the change , PSS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043486.
MIR INC1206294 - Gideons, GTS, BLAC is not working since 1 hour for all India users (July 2nd, 2023)
English
ganeche.radjou@eu.corp.airliquide.com
10
Zineb MELAIKIA-SC
Uncategorized
Published
2023-08-01 15:17:12
8
Major Incident Reports
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BAP - HUB - GIDEONS
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2
2023-07-03 4:45:19
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GIO-SEC-PSS-RUN-L2_L3
Date : 6th July 2023 Document Owner : Khievhen TEA Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Gideons, GTS, BLAC is not working since 1 hour for all India users INC1206294 - July 2nd, 2023 Timezone :
MIR INC0586972 - Certificates problem Servitrax Canada (May 21st, 2020)
English
ganeche.radjou@eu.corp.airliquide.com
2
Imane EZZRARY
Uncategorized
Published
2023-02-08 15:16:07
19
Major Incident Reports
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NaN
NaN
NaN
NaN
0
2020-05-21 20:10:48
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GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Certificates problem Servitrax Canada INC0586972 - May 21st, 2020 Timezone : CST Total outage duration : 1 Hour 25 Minutes Executive Summary Classification : Major business apps outage On May 21st, 2020 at 11:09 CST The Canada Servitrax team reported an incident, affecting handheld connectivity for Servitrax for Canada. (1 country affected) and impacting hundreds of users. The symptoms of the incident were handhelds used to process deliveries/shipments were unable to connect to the application servers when not on WiFi. This delayed deliveries from being processed in many plants. The a priori root cause was that the WAF SSL certificate was replaced per normal procedure, however the Servitrax application uses the same certificate end to end and this broke external/cellular communication. The resolution of the incident consisted in replacing the previous SSL certificate. On May 21st, 2020 at 12:34 CST, the incident is resolved, leading to a service disruption of 1 Hour 25 Minutes Major steps leading to incident resolution May 21st, 2020 11:09 : Servitrax teams alerted GIO that there was a certificate issue 12:07 : GIO Security alerted to issue with WAF certificate after investigation 12:34 : Old certificate is replaced on WAF and connectivity is confirmed working Initial root cause 12:34 : Expiring certificate was replaced as per standard operating procedure, however the Servitrax application was not configured in a standard way and this broke communication Actions plan Work with Servitrax team to understand the application configuration (should use separate public and internal certificates for a web facing application, this should not have caused an issue) and verify and replace plain text communication for Servitrax application - BIS Americas Servitrax Team Document special cases with WAF implementations where replacement by GIO without notice could adversely affect the application. GIO SEC L3 Document and agree to a process to replace the certs in coordination with application owners in a way that does not negatively affect communications or availability. - GIO PSS L3 Add steps to new extranet survey to ensure new extranets that meet these special criteria are noted and added to the process. Implement this new process and add to all run books External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041970.
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Ban IP INC1012069 - September 8th, 2022 Timezone : GMT+2 Total outage duration : 1 Hour 37 Minutes 53 Seconds Executive Summary Classification : Major business apps outage On September 8th, 2022 at 11:16 GMT+2, BIS Europe team reported suspicious activity from 2 public IP addresses affecting MyGas website. The symptoms of the incident were the high session requests from these 2 public IP addresses. The a priori root cause is suspicious activity from 2 public IP addresses. The resolution of the incident consisted in blackilisting the 2 suspicious IP addresses. On September 8th, 2022 at 12:14 GMT+2, the incident is resolved, leading to a service disruption of 1 Hour 37 Minutes 53 Seconds The a priori root cause is still under analysis. Major steps leading to incident resolution1 September 8th, 2022 11:16 : Incident is created asking for blacklisting 2 public IP addresses suspicted to have unusual behaviour. 11:20 : Incident is escalated to PSS-L3 and troubleshoot call is immediately made. 11:30 : CSIRT team is contacted 12:00 : One of BIS Europe manager join the call and confirm to Blacklist the 2 IP addresses 12:11: Blacklisting the 2 IP addresses is made, incident resolved. Initial root cause 11:16 : Incident is created asking for blacklisting 2 public IP addresses suspicted to have unusual behaviour. Actions plan No action as it is linked to a security issue External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043687.
Different types of task boards work for different kinds of task management. However, all board types share the same overall structure. Task board Types Board type Description Freeform boards Display all types of task records, including personal tasks. Members of freeform boards can add and remove task cards and lanes. Flexible boards Display tasks that match a filter against a particular table. Members of flexible boards can add task cards. Cards are removed automatically when the tasks no longer match the filter conditions. Members can define custom lanes, similar to a freeform board. Guided boards Similar to flexible boards except that guided board lanes correspond to field values and cannot be edited in most cases. You can identify the task board type by the icon beside the board name. The freeform board icon: ( Flexible board icon: ( Guided boards: ( Sample Visual Task Board dashboard All boards have these elements. The color of the left boundary of a card represents the color you choose in the color palette for that board. Task board elements Element Description Quick panel Displays labels and users associated with the board. Board members can use the quick panel to quickly label or assign tasks. Members can also configure what appears in the quick panel. Lanes Organize cards on a board into vertical groups. These groups often represent the status of the task, such as To Do, Doing, and Done. When using a guided board, each lane represents a possible field value. For example, a board on the Incident table can display one lane for each State value such as New, Active, or Resolved. Users can move cards from one lane to another to update the task that card represents. Cards Represent individual tasks that you can assign to users. You can add comments, attachments, and labels to cards. Each card is tied to a task record; updating one immediately updates the other. For freeform boards, each card represents a personal task. For flexible and guided boards, each card represents a record from the list that board was created from. For more Element Description information, see Create Flexible and Guided boards topic Task board tools Displays board information, board members, the board activity stream, and board labels. Board header Displays the board name in the title bar. You can rename the board by double- clicking on the board name. Filter the tasks in the board by: Entering the title or number of the task card Selecting any one of the options in the Due By drop-down Swimlanes Organize cards on a board into horizontal lanes. These lanes often represent the user assigned to a task. You can add any number of wwimlanes to the board, and move cards from one user to another easily. Sample Visual Task Board elements
Any board member can change the names and add new lanes to accommodate the task workflow you want to track. When you create a freeform or flexible task board, it includes the default lanes To Do, Doing, and Done. Before you begin Role required: none About this task Unlike guided boards, the lanes on a freeform or flexible task board do not match possible field values. Note: You cannot remove lanes from guided boards. Procedure Open a task board. Perform any of the following actions. Option Description Create a new lane Scroll past the last lane and click Add Lane. Enter a title for the lane, then press the Enter key. The Add Lane option is always available for freeform and flexible boards. It is available for guided boards only if the lanes are based on a reference field, such as Assigned to. Rearrange lanes Click a lane header and drag the lane to the desired drop zone. To cancel the move, press the Escape key while you drag the lane. You can also change the lane order from the board configuration menu. Hide a lane Click the lane menu () in a lane header. Select Hide Lane. You can restore hidden lanes from the board configuration menu. Delete a lane Click the lane menu in a lane header. Select Delete Lane. In the confirmation dialog box, click Delete. When you delete a lane on a freeform or flexible board, all the cards in the deleted lane are archived. Option Description The Delete Lane option is always available for freeform and flexible boards. It is available for guided boards only if the lanes are based on a reference field, and only for lanes that contain no cards.
These FREE trainings are only available for registered Docusing users and/or administrators; you MUST have a license. For administrators : Get started with eSignature Admin For users : Send Envelopes with Guided Forms Send Envelopes with Templates Create a template More free trainings HERE.
You can delete any task board you own. Before you begin Role required: none About this task Deleting a board does not impact the underlying task records. However, you cannot recover a board after you delete it. Procedure Navigate to Self-Service > Visual Task Boards. Under Boards you own, point to a board and click the delete icon (X). In the confirmation dialog, click Delete.
Add boards you access frequently to the application navigator using the favorite option. Procedure Navigate to Self Service > Visual Task Boards. From the board you want to favorite, select the information icon from the board tools. Then select the star. Remove the board as a favorite by clearing the star icon.
add, add a board as a favorite, airliquide, azerrad, board, castillo@eu, com, corp, english, favorite, gautier, laurence
NaN
KB0016517
Configure WIP Lane Limit
English
gautier.castillo@eu.corp.airliquide.com
6
Laurence AZERRAD
Uncategorized
Published
2025-07-29 20:00:36
29
myITcorner
NaN
#########
5.00
NaN
NaN
NaN
NaN
0
2020-04-06 15:32:47
#########
NaN
GIO-PCI-ITSM-Global Process Manager
You can set a limit to the number of cards added to a lane. If the limit is not set, any number of cards can be added to a lane by default. Configure WIP Lane Limit Procedure Open the Visual Task Board. Click on the lane header. Select Set Lane Limit. Set Lane Limit for window appears. Enter the number you want to set for the specific lane. Leave blank, if you want set no limit to the lane. Click Save. Result The number appears on the lane header. If the number of cards exceeds the set limit, the Red symbol appears on the lane header for all the board members If a card is moved to a lane with exceeded WIP lane limit, the error message appears on the top of the page. The member who moves a card to the lane with exceeded limit can view the error message.
This article will help you to understand the Visual Task Board checklists Understand Visual Task Board checklists Checklists help you track the progress of tasks on your Visual Task Board. Checklists are available as a tab in the card details. Sample checklist You can add, remove, or rearrange checklist items. You can also save a checklist as a template for future use on other cards. Any user can create or edit a checklist. When the compact card view is disabled, the task card displays a progress bar to show how many items are complete. Task card with checklist progress bar You can also use checklists with task records in the standard interface. For more information, see Checklists. You can create a unique checklist for each Visual Task Board card or create a task from a checklist item. Before you begin Role required: none Procedure Open the card details for a task. Click the checklist tab () Click Add Item. Enter text for the checklist item. Press the Enter key to add the checklist item. Create as many additional checklist items as desired. To delete a checklist item, click the minus (-) icon. To reorder checklist items, click the drag icon () and drag a checklist item to a different position in the list To create a task from a checklist item: Point to a checklist item and click the create task icon (). Select the type of task you want to create. An administrator can configure which task types are available. The new task record appears in a pop-up window. The short description is automatically populated with the checklist item text. Fill in the form with additional detail as necessary. Click Update. A template saves time by creating checklist items automatically. You can add, edit, or remove checklist items without impacting the template. Procedure Open the card details for a task. Click the checklist tab (). Add items to the checklist that you want to save as part of the template. Click the more icon (). The more icon does not display unless you have added an item to the checklist, or if you have a pre-existing checklist template. Select Save as Template. In the dialog box, enter a descriptive template name to identify the checklist. When a user creates a checklist from a template, all templates are listed in alphabetical order and there is no way to filter which templates appear. To provide a better user experience, consider implementing a naming system for checklist templates. For example, include the name of the table or another identifier to clarify how the checklist should be used.
You can move a card from one lane to another. When you move a card to a different lane on a guided board, the field on which the lanes are based is updated to reflect the new lane value. Procedure Open a Visual Task Board. Select a card and drag it to a different lane. To cancel the move, press the Escape key while you drag the card. Note: All mandatory fields on a record must be filled in to move the associated card to a new lane. For example, assume you have a guided board based on the Incident [incident] table, with a lane for each State. The Close code and Close notes fields become mandatory when the State changes to Closed. If you attempt to move an incident card from the New lane to the Closed lane, a pop-up view of the form appears and prompts you to fill in the mandatory fields.
airliquide, azerrad, card, castillo@eu, com, corp, different, english, gautier, lane, laurence, move, move a card to a different lane
NaN
KB0014761
Change Management Community and Ambassadors
English
gautier.castillo@eu.corp.airliquide.com
0
Christophe CHEVEREAU
Uncategorized
Published
2025-07-28 16:08:13
16
IT Knowledge
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NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
0
2019-07-23 9:26:25
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GIO-PCI-ITSM-Global Process Manager
NaN
accountable, airliquide, ambassadors, castillo@eu, change, chevereau, christophe, com, community, corp, english, gautier, is, management, who
NaN
KB0014760
Change Management 2.0
English
gautier.castillo@eu.corp.airliquide.com
0
Christophe CHEVEREAU
Uncategorized
Published
2025-07-28 16:08:13
18
IT Knowledge
NaN
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GIO - PCI - ITSMaaS
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NaN
NaN
0
2019-07-23 9:25:22
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GIO-PCI-ITSM-Global Process Manager
Info: If you have trouble viewing this document please click here
You can add cards directly to a freeform board lane. These cards are called personal tasks and represent records on the Private Task [vtb_task] table. Before you begin Role required: none Procedure In a lane header, click the lane menu () and select Add Task. Alternatively, click Add Task at the bottom of a lane. A new task card appears in the lane. Enter a short description for the new task card. To save the card, click another area of the board or press Enter.
You can configure several options in the Visual Task Boards to customize the look and feel of the board. Procedure From the task board tools, click the menu icon (). Click Advanced Settings. In the Theme section, select a color from the palette. The selected theme is applied to the background of the board, lane header, add card button, quick filter, tab header, quick panel, and board header. It also appears as the color for the board on the My Task Boards page. This setting applies only to the boards of the user. Visual Task Board color palette In the Quick Panel section, toggle the options to customize the quick panel. Note: Unless otherwise noted, these settings apply to the current user only. Quick panel options Option Description Show Panel Option for making visible on the board. Option Description User Names User names that appear next to user avatars in the quick panel. Show Labels Labels that appear on cards and in the quick panel. Note: The setting applies to all users. Label Names Label name that appears beside the colored icon for that label in the quick panel. Note: This setting is available only when you enable Show Labels. When all the options are enabled, a quick panel looks like the following illustration. In the Configure Cards section, toggle the options to customize the appearance and information of cards. Changes to the cards apply to the current user only. View options Option Description Compact Cards Decreases the lane width and card information. Thumbnail images do not appear on the card. Show Card Info Displays card information on each card. Card information typically includes details like the task state, date opened, and last user to update it. Option Description This setting is available only when Compact Cards is disabled. Show Card Attachment Cards display the first image attached to that card as a thumbnail. This setting is available only when Compact Cards is disabled. Show SLAs SLA status indicators appear on cards and alerts appear when one or more card has a breached SLA. SLA status indicators are hidden when Compact Cards is enabled. This setting is available only when SLAs are associated with the tasks on the board. Under Advanced Settings, in the Lane Configuration section, show or hide lanes by selecting or clearing the check box for each lane. This setting is a user preference.. Procedure Perform one of the following actions. Option Description Archive one card from the lane view Point to a card and click the X icon that appears in the corner. In the confirmation dialog, click Archive. Archive one card from the card details Click a card and view the Details tab. Under Tools, click Archive. In the confirmation dialog, click Confirm. Archive all the cards in a lane In the lane header, click the more options icon (). Select Archive All Tasks. In the confirmation dialog, click Archive. What to do next To see all archived cards for the current board, from the board navigation panel, open the board information menu () and click View Archived Tasks. To restore an archived card, point to it and click Restore.
Visual Task Board task cards can represent a personal task or a record on a table. You can add task cards, edit task card details, add labels to cards, and access the underlying task record the card represents, depending on the board type. Note: Each board can display up to 2,000 cards by default. When the number of tasks exceeds the maximum, a warning appears and the system determines which cards to show by most recent update time. Administrators can configure a different maximum card limit task boards.
What is the eIDAS Regulation? Regulation (EU) No 910/2014 (the eIDAS Regulation) went into force on 1 July, 2016 having ‘direct effect’—in other words, being mandatory and wholly adopted in all EU member states, with precedent over any conflicting national laws. It replaces the eSignature Directive (1999/93/EC) and establishes an EU-wide legal framework for electronic signatures and a range of newly defined electronic “trust services”. The eIDAS Regulation’s intent is to enable convenient and secure electronic transactions across EU borders for citizens, businesses, and public sector institutions. Frequently asked questions about eIDAS Electronic signature definitions in the EU The eIDAS Regulation defines three types of electronic signature – electronic signature as a type of signature, and advanced and qualified electronic signatures: Electronic signature, as defined under eIDAS, covers the broad category of all electronic signatures’ including “any data in electronic form which is attached to or logically associated with other data in electronic form and which is used by the signatory to sign.” In other words, it is an electronic form of signature that a signer can apply to a document as evidence of their acceptance or approval. This could include a scanned signature image or the click of an “I accept” button on a website or a DocuSign electronic signature. An advanced electronic signature is a type of electronic signature that must meet specific requirements providing a higher level of signer ID verification, security, and tamper-sealing. The Regulation requires that it is: Uniquely linked to the signer Capable of identifying the signer Created using signature creation data that the signer can use under their sole control Linked to the signed data in such a way that any subsequent change in the data is detectable Finally, a qualified electronic signature is the only electronic signature type to have special legal status in EU member states, being the legal equivalent of a written signature. It is a specific type of electronic signature that must meet advanced electronic signature requirements and be backed by a qualified certificate, meaning a certificate issued by a trust service provider that is on the EU Trusted List (ETL) and certified by an EU member state. The trust service provider must verify the identity of the signer and vouch for the authenticity of the resulting signature. Stringent signer identification and signer certificate requirements can make qualified electronic signatures impractical for many business transactions. The eIDAS Regulation also regulates the creation and verification of electronic seals. These may only be issued to and used by legal persons (e.g. corporations). Admissibility and legal effect of electronic signatures under eIDAS eIDAS ensures that each form of electronic signature is admissible as evidence in EU courts and shall not be denied legal effect solely because it is in electronic form. The enforceability of a transaction concluded using electronic signatures will depend on a variety of factors, including the type of signature used and the evidence embedded in it. As an example, a typed name at the bottom of an email is more likely to be successfully challenged than a qualified electronic signature meeting multiple EU technical standards, including being backed by a Trust Service Provider (TSP), regulated by an EU member state, and containing significant embedded signer information. The eIDAS Regulation does not dictate when a signature is actually needed for a transaction or what type of signature is necessary. This means that each EU member state must specify in its laws when a particular transaction (i) cannot be signed electronically or (ii) needs a higher form of electronic signature such as an advanced or qualified electronic signature. A qualified electronic signature has the equivalent legal effect of a handwritten signature and enjoys mutual recognition in every EU member state. But, in fact, it is uncommon that a member state (or its courts) will use a qualified electronic signature to authenticate a transaction. Legal restrictions requiring other specific types of signature or preventing the use of electronic signature are equally uncommon. Here’s the good news: no specific type of electronic signature is legally required for the overwhelming majority of corporate, commercial, consumer, HR, and financial transactions under EU law. An exemplary list of transaction types that require Qualified or Advanced electronic signatures, along with electronic signature exclusions is available in DocuSign’s eSignature Legality Guide. eIDAS and European electronic signature technology standards Like its predecessor, the eIDAS Regulation is technology neutral. However, trust service providers certified against European Commission-recommended technical standards for electronic signature are ‘presumed compliant’ with eIDAS. In practice, the majority, if not all member states, require their qualified trust service providers to meet these technical standards before inclusion on the EU Trusted List. These technical standards provide the foundation for regulating and certifying EU trust service providers, including standards for: Specifications for the different eIDAS-defined electronic signature types, including Advanced and Qualified Electronic Signatures Specifications for the certification and management of Trust Service Providers, as well as the EU Trusted Lists Technical specifications for electronic ID and their assurance levels eIDAS and European electronic signature technology standards DocuSign’s standards-based signatures portfolio offers a range of methods to verify signer identities of signatories and is independently certified against European Commission-recommended technology standards. It provides a one-stop shop for all types of electronic signatures defined under eIDAS, including advanced and qualified electronic signatures.
Assignees represent ownership of task cards and the associated records. Each task card can have one primary assignee and multiple additional assignees. You can filter the visible tasks on a board to show only tasks assigned to a certain user. Assignees appear on cards as avatars. Task card assignees When a card changes lanes, all the assignees receive an email notification. For flexible and guided boards, the primary assignee corresponds to the underlying task's Assigned to field. For example, on a board created from the Incident table, if you add Joe Employee as the primary assignee for a card, the associated incident is assigned to Joe. Note that assignment rules on the associated table may restrict who you can make the primary assignee of a card. If you attempt to assign a task card to a user in a way that violates an assignment rule, a notification appears and the assignment does not take place. Note: Assignees are not automatically granted access to the board. Only members can access the board. Procedure Do one of the following actions: Option Description Add an assignee from the quick panel Drag a user's avatar from the quick panel directly to the task card. Drop the avatar in the Primary or Additional drop zone. Add an assignee from the card details Open the card details for a task. Click the assignees tab ( ). Click Add Primary Assignee or Add Additional Assignee. The Add Primary Assignee option is not available if there is already a primary assignee. Select a user. Close the card detail pop-up window. The system sends an email notification to inform the new assignee of the change.
airliquide, assign, assign a task card to a user, azerrad, card, castillo@eu, com, corp, english, gautier, laurence, task
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KB0017564
Docusign - Overview
English
Gautier.castillo@eu.corp.airliquide.com
1
Gautier CASTILLO
Uncategorized
Published
2025-07-29 14:59:27
29
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
1
2020-06-04 17:34:51
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NaN
GIO-EUS-GOPS-USER-DEVICES-L3
NaN
airliquide, capabilities, castillo, castillo@eu, com, corp, docusign, docusing, english, gautier, overview, what, what is docusign
NaN
KB0016503
Create a freeform board
English
gautier.castillo@eu.corp.airliquide.com
5
Laurence AZERRAD
Uncategorized
Published
2025-07-29 20:00:34
33
myITcorner
NaN
#########
5.00
NaN
NaN
NaN
NaN
0
2020-04-06 15:00:20
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NaN
GIO-PCI-ITSM-Global Process Manager
You can create freeform Visual Task Boards (VTBs) for tracking any kind of task or project. Before you begin Role required: none Procedure Navigate to Visual Task Board. Next to My Task Boards, click New, or if you have never created a task board before click Create New Visual Task Board. From the Create New Board window, click Freeform. A new task board opens with the default freeform lanes, To Do, Doing, and Done. Click the board name and enter a new name. What to do next After the board is created, board members can: Add and modify lanes Create and modify task cards Add and remove members Configure the look and feel
You can add and remove task board members using the members tab of the activity stream. You can also promote assignees to board members. Only members of a task board can access the board. Any board member can add or remove other members. Add or remove a task board member Procedure On a Visual Task Board, open the task board tools. Click the members tab. Perform one of the following actions. Option Description Add a member In the Users section, click Add Members. Enter a user's name or select a user from the drop-down menu. Remove a member a. In the Members section, point to a user. Option Description b. Click the remove icon ( ). Promote an assignee to a member In the Assignees section, point to a user. Click the upward arrow icon. Promote all assignees to members In the Assignees section, click Promote All.
add, add or remove a task board member, airliquide, azerrad, board, castillo@eu, com, corp, english, gautier, laurence, member, remove, task
NaN
KB0016512
Task board tools
English
gautier.castillo@eu.corp.airliquide.com
16
Laurence AZERRAD
Uncategorized
Published
2025-07-29 20:00:35
40
myITcorner
NaN
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3.00
NaN
NaN
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NaN
0
2020-04-06 15:21:57
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GIO-PCI-ITSM-Global Process Manager
The task board tools area in a Visual Task Board contains several tabs, each represented by an icon. Click an icon to open the tab. Click the same icon again to hide the tab. The tabs you see for each conversation depend on the conversation type and other conditions. Tab icon Tab name Description Info Contains the following information about the task board: Board Name Board type Board Owner Tab icon Tab name Description Number of members Number of assignees Number of lanes Number of tasks Table name Filter conditions (visible on data driven boards only) Lane field (visible to the board owner, on data driven boards only) Swimlane field - To change Swimlane field for the board Due Date field - To change the Due Date field for the board. URL Members Lists all members and assignees of the board. You can add or remove board members, promote assignees to be members, and filter the board by member or assignee. Labels Use labels to visually distinguish tasks on the task board. Filter board contents by toggling the label. You need to enable labels before being able to use this tab. Tab icon Tab name Description Activity Displays all of the activity for cards on the board. Configuration Configure the settings for the task board. This setting is only available for the board owner. For more information, see Configure a task board
airliquide, castillo, castillo@eu, com, corp, docusign, english, envelop, gautier, how, how to, send, send envelop, send for signature, signature
NaN
KB0016508
Edit Visual Task Board card details
English
gautier.castillo@eu.corp.airliquide.com
2
Laurence AZERRAD
Uncategorized
Published
2025-07-29 20:00:35
36
myITcorner
NaN
#########
5.00
NaN
NaN
NaN
NaN
1
2020-04-06 15:11:59
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GIO-PCI-ITSM-Global Process Manager
Before you begin Role required: none About this task You can edit various the card details. Updating these values also updates the underlying task record. Sample Visual Task Board card Procedure Open the Visual Task Board from the My Task Boards dashboard. Click a card on the board. The details for the card appear in a pop-up window. From the card details pop-window, you can: Rename the card by clicking the card title and providing the new name. Modify the short description. Add comments or work notes in the activity stream. Edit the users assigne to tasks. Add a label to the card by clicking one or more of the available labels. Add or edit the Due Date. If the completion of a task exceeds the due date, the date appears in red. Add or remove file attachments. Create a checklist. Archive the card (freeform boards only). Move the card to a different board (freeform boards only).
Labels help categorize tasks and visually distinguish them on the task board. You can disable or rename labels using the labels tab of the activity stream. Every board has seven labels by default. Any board member can edit the labels on a board. All the labels are visible on the Quick Panel under Labels Procedure From the task board tools, click the Labels tab. Turn on the Show Labels button if it is turned off. You can see seven default labels. To add labels, click Add Labels . Newly added label remains in off state by default. You can assign any color or no color to the label. To rename the label, click the label text and enter new value. To change the color of the label, click the Select color icon beside the label. Select the color of your choice from the color picker and click Save To disable or enable a specific label, toggle the button next to the label. To turn on or turn off a specific label, toggle the button next to the label. Only turned on labels show up in the quick filter and can be applied to a card Board owner can delete the label by clicking Delete Label icon. next to the label. To filter the cards by labels, type the Label name in the Search bar or click Add to Filter icon against the label. Once you filter by the label, you can only see cards with that label. Labels on Card Details Page When user clicks the card, the card opens with the details of the card. It contains all the applied labels under Details tab. Under the Labels tab, the toggle button for applied labels is On and Off for the labels that are not applied
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: This document has the list of all the issues which can be encountered while business user executes Month End Closing process in Gideons Web for a certain entity/country. This KB be used by the SD team to set correct priority. STEPS: 1. Gideons MEC period starts from 27th of current month to 4th of following month on monthly basis. Please refer the Gideons MEC schedule and MEC Key User for the respective month and year. 2. These users expected to raise INC based on the MEC issues description table. (Note: Other users may also raise based on below issues description table) 3. Any issue which the user has reported during the MEC period, below checklist needs to be verified and accordingly priority needs to be set in the incident. (User will utilize the same table information from myITCorner article - KB0055827) 4. Please refer to "MEC Issue Description" in the above checklist and if this matches with user requirement, a ticket with defined priority mentioned in "Priority" column should be raised. 5. Certain MEC step mentioned in "MEC Issue Description" column is specific to few countries. Please refer "Entities" column mentioned in above checklist. 6. "Sample ticket description" and "Reference ticket" can be referred to when a similar incident needs to be raised during the MEC period. #MEC Issue DescriptionEntitiesNo: of User AffectedNo: of entities AffectedPrioritySample Ticket DescriptionReference TicketWorkaround solution by L2 team1MEC - Invalid Balance Unpaid Smartlist VerificationAny countryNA1P2To perform MEC AU, there is an internal server issue on balance unpaid invalidINC1103748 2MEC - Disabling application module from SYS > MaintenanceAny countryNA1P2 Disable application can be done from backend update script3MEC - Database backup from SYS > ToolsAny countryNA1P2Gideons - [ALVAJAPAN]I get an error when I run a database backup from the SYS application.INC1167258Database backup can be taken from backend4MEC - Process failed in Daily invoice stepAny countryAll1P1Gideons - MEC-Unable to run daily process-all componentsINC1428821 5MEC - Process failed in Cut-off invoicing stepVietnam, ChinaAll1P1 6MEC - Process failed in Consolidated invoicing stepVietnamAll1P1 7MEC - Process failed in Month End Step (Phase1 or Phase2 wherever applicable with respect to entity)Any countryAll1P1ALSING MEC has failed at Phase 1INC1382089 8MEC - Process not completed status display in Month end Check screenAny countryAll1P1 9MEC - Dates not updated correctly after month end in SYS > Maintenance > System Details screenAny countryNA1P2 10MEC - Process failed in ATB Update/ ATB Update 360Any countryNA1P3 11MEC - Process failed in BOM Facility Charge Invoice generation stepMalaysia, Singapore, Philippines, BrunoxNA1P2 12MEC - Unable to create schedule for estatement from SYS > Tools screenMalaysia, Singapore, BrunoxNA1P2 13MEC - Unable to create schedule for einvoice from SYS > Tools screenMalaysia, Singapore, BrunoxNA1P2 14MEC - Unable to Disable the job Gideons End of Day Process (AUSTRALIA/New Zealand)_with_INTMAustralia, NewZealandNA1P2 Can be done from backend if user unable to do it from screen15MEC - Unable to Disable the job ALA ComputerShare - Extract Daily Invoices into text fileAustraliaNA1P2 Can be done from backend if user unable to do it from screen16MEC - Unable to Start the jobEOM DAY - Gideons End of Day Process (AUSTRALIA/New Zealand)_with_INTMAustralia, NewZealandNA1P2 Can be done from backend if user unable to do it from screen17MEC - Job EOM DAY - Gideons End of Day Process (AUSTRALIA/New Zealand)_with_INTM failedAustralia, NewZealandAll1P1 18MEC - Unable to Start the Job ALA/ALNZ Monthly Invoice Extract (Manual Only)Australia, NewZealandNA1P2 Can be done from backend if user unable to do it from screen19MEC - Job ALA/ALNZ Monthly Invoice Extract (Manual Only) failedAustralia, NewZealand NA 1P2 20MEC - Sidelined Invoices Report verificationAustralia, NewZealandNA1P2 Data can be extracted from backend if report does not work21MEC - View EOM Invoice extraction verificationAustralia, NewZealandNA1P2 Data can be extracted from backend if report does not work22MEC - If the amount not tally in the data extracted from the above smartlist - View EOM Invoice extraction verification, then start job ALA/ALNZ Monthly Invoice Extract (Manual Only)Australia, NewZealandAll1P1 Can be done from backend if user unable to do it from screen23MEC - Unable to Start the job ComputerShare - Extract Daily Invoices into text fileComputerShare - Extract Renewal Invoice into text file (Manual)ComputerShare - Extract Rental Invoice into Text file (Manual)Australia, NewZealandNA1P2Mec Phase 2 : Alacomputershare rental invoices re-runINC1324887Can be done from backend if user unable to do it from screen24MEC - Unable to Enable the JobALA ComputerShare - Extract Daily Invoices into text fileAustralia, NewZealandNA1P2 Can be done from backend if user unable to do it from screen25MEC - Unable to Enable the JobGideons End of Day Process (AUSTRALIA/New Zealand)_with_INTMUnable to Disable the JobEOM DAY - Gideons End of Day Process (AUSTRALIA/New Zealand)_with_INTMAustralia, NewZealandNA1P2 Can be done from backend if user unable to do it from screen26MEC - Unable to Start the JobALA/ALNZ - Monthly Statement Email generation (Manual Only) once completed disable the JOBAustralia, NewZealandNA1, the incident is resolved, leading to a service disruption of 7 Hours 31 Minutes Major steps leading to incident resolution1 From the Firewall side we didn't perform any action to fix the issue. Initial root cause 05/05/2020 at 19:27 we mistakenly restart the “Sens application” production Firewall Actions plan Item, owner Item, owner External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041949.
Manage to send back your old device to old location
English
Guilaine.Pestie@eu.corp.airliquide.com
38
Guilaine PESTIE
Uncategorized
Published
2025-07-29 14:52:03
22
myITcorner
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GIO - PCI - ITSMaaS -Software Asset Management
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2
2019-10-22 11:29:46
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BSE-Service Desk
This article will help you to move a device in stock Manage to send back your old device to old location During a job transfer, often the employee keeps his/her workstation to work for old entity installed with the old accesses.It is important for the Support that the assignment corresponds to reality. This page tells you how to update this information when you send back your old workstation. This must be done with the real sending. To obtain the name of your new computer - Click on the loop on the bottom left corner of the screen - Type in this command without the dots " cmd /k hostname " then push enter - A black screen appears with the hostname on first line ... You can now perform the catalog request " Move a device in stock " using the hostname
Table des matières - Table of ContentsIntroduction- Paramètres - Settings- Paramétrages du système - System Settings- Recherches - Searches- Personnalisations - Customizing- Favoris - Favorites- Partages - Shares- Gestion des tickets - Tickets management- Vos tickets MMS - Your MMS tickets- Fonctions communes - Shared functions- Tâche du catalogue de services - Services catalog task- Tâche de demande non-standardisée - Non-standard request task- Tâche d’incident - Incident task- Base de connaissances - Knowledge Base- Recherches - Searches- Saisie - Entry- Consultation - View Info: If you have trouble viewing this document please click here
Salesforce MFA QUESTIONS / ANSWERS I lost my phone, what step should I do ? I changed my phone, what step should I do ? I changed my phone number, what step should I do ? I don’t have internet on my phone, what step should I do ? I have lost my laptop or it was stolen, what should i do? How many times i will have to approve the connexion ? Remote or on site, is there any modification on the process of login ? I’m using Salesforce on different laptop, will i have to install several time the MFA ? During the configuration of the MFA, I was not able to complete it : there was a screen asking me to “log out” : what should I do now ? I’m not able to find the application on my store : how can i download and install it ? I’m not able to install the Salesforce Authenticator App through Google Play store : What can i do ? After the initial configuration (step 6 ) i end up with an error on my computer (Insufficient privileges) what should i do? My Salesforce add on for Google Chrome is not working anymore. How can i make it work? You are trying to connect but got the message “you’ve exceed the allowed number of attempts”? How to process, see details
CATALOG ITEM CREATOR GUIDE TABLE OF CONTENT Document Versions 4Glossary 5Prerequisite 7Development Cycle 8Creation of the change/ Update set 9Build (Development) 11Administration of My items 12Create a catalog item 13Create a change catalog 16Create a content Item 17Modify an existing record 18Variables and Variable Sets 19Variables set 19Use Existing variable Set/Remove 19Create a Variable Set 21Variables 22Lookup (Catalog Item only) 23Workflow 23Approval Lookup 23Task 25Availability of the catalog item 26UI Policy 27Translating an item 29Testing 30Production 30Create a request from scratch 31Appendix 34Display Update set picker on the dev environment 34Naming Convention 34Workflow 2.0 35Tips and Tricks 36Frequently Asked Question (F.A.Q) 37 For more details
First of all, the CPLEX dlls are automatically installed during AIMMS installation. There is no additional action to be done to download the new solver version. Can you make sure you all have the same AIMMS version in the AIMMS launcher ? Then, once you have launched the same AIMMS version, is it possible to review the solver configuration? To do so, you can go to Settings > Solver Configuration Once you are here you have the possibility to add new solvers by clicking the Add button. A solver configuration appears where you can click on browse button as described in the screenshot below : The cplex 12.10 version dll is named libcpx1210.dll (The file is located in C:\Users\\AppData\Local\AIMMS\IFA\Aimms\\Solvers folder but you will be automatically routed here). You can select it and click on ok to add the solver. I encourage you then to delete all the previous solvers from your environment and keep only the 12.10 version. Finally, even if users use the same CPLEX version then they might get different optimal solutions if the number of threads used by CPLEX is different, as controlled by the CPLEX option 'Global Thread Limit'. At its default value of 0, CPLEX will use as many threads as possible, that is, equal to the number of cores on the machine. If the number of cores is different then CPLEX might find a different optimal solution.
On AIMMS VM : To use the updated license you should start up the AIMMS License Manager and perform the following actions: Menu: Maintenance > Maintenance mode Menu: Maintenance > License > License Configuration Select your license and choose Update
How to access SCADA.Web or SCADA.Monitoring Oracle DB
English
guillaume.faure@eu.corp.airliquide.com
14
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-29 0:36:40
18
IT Knowledge
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2022-08-18 14:04:48
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ALZ-AME-GCS-Production Assets-L2
For SCADA.Monitoring DB: Access EUD3-PR-SCAMON1 / EUR3-PP-SCAMON1 Launch sqldeveloper (C:\ScadaMonitoring.Setup\Oracle\sqldeveloper) sqledeveloper.exe Password available in keepass For SCADA.web DB: Two options: Access via SCADA.toolbox Access via Oracle client Access via SCADA.toolbox Launch SCADA.Toolbox (if not installed: https://scadaportal.eu.corp.airliquide.com/clickonce/toolbox/) Go to Toolbox>Database Management > SQL Query Warning: Output limited to 1k rows Access to the Oracle Client (raw) Procedure valuable to reach : EUD3-PR-MUTMAIN.alidaho.com EUR3-PP-MUTMAIN.alidaho.com Connect to SCADA Web Server EUD3-PR-SCAIIS1.alidaho.com EUR2-PP-SCAIIS2.alidaho.com Go to C:\sqldeveloper Launch sqldeveloper.exe as administrator (password in team keepass)
[AdminPass] PSM - Connection error name or password incorrect
English
guillaume.lardeux@eu.corp.airliquide.com
0
Mustapha EL HACHIMI
Uncategorized
Published
2025-07-28 16:51:02
7
IT Knowledge
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NaN
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2019-06-04 11:45:50
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GIO-SEC-AD-AUTHENTICATION SERVICES-L2
SYMPTOM When connection to a Windows server through AdminPass a message indicate en error about user and/or password. PROBLEM: The account name and password stored in AdminPass did not match the account on the server. SOLUTION: This issue can have different root cause. You should verify: 1. The account name used in AdminPass exists on the target device. 2. You should try to reconcile the account to set the password on the device to be the same as in AdminPass. 3. If that did not work you should verify the GPO application on your target server and in particular the reconcile account in local administrator group. 4. Reset the password locally on the target system and update this password in AdminPass. For more information on terms you can refer to : Abbreviations and Terminology in Cyberark
AdminPass is the named for GIO CyberArk PAS Solution. (Privileged Access Security) This solution is used to secure, manage (change password) and use account from a virtual safe. You will find some information about terms and feature here under. You can use the KB to find know solution to some issue related to AdminPass in SNOW. Actions possible on a managed account are : Verify refer to the action of account credential verification on the target system for the concerned account. Change refer to the action of changing password credential on the target system for the concerned account. Reconcile refer to the action of resetting password credential on the target system for the concerned account and update the password in AdminPass. AdminPass Components PVWA : Is the web servers used to managed account in AdminPass CPM : Is the components used to modify account on the target system. PSM : Is the components used to connect on assets through RDP. PSMP : Is the server used to connect on assets through SSH. Vault : Is hosting all secured accounts
SYMPTOM The CPM is set to disable because of too many consecutive Verify Failure. The error message in Verify could like this Depending the ont WinRC error code the issue could be different. PROBLEM: Verify action for password control is not occurring properly. Thus after many failure the CPM is automatically disable. The account is reported in Red as it is no longer managed by the CPM. On windows Local account platform, exclusive access is configure. If CPM is not working properly account could be lock for ever. Only ADM user can unlock these account. Workaround Even if the account is not managed by CPM it could still be used. If not you could perform a Reconcile action to reset the password. SOLUTION: Verify no working can have different root cause. You should verify the detail message to identify the WinRC error code. 1. For WinRC=1326, it should be related to a NTLM incompatibility between AdminPass and the target server. The target server must be able to use NTLMv2. GPO or local configuration should be change to allow NTLMv2 Set the "Network security: LAN Manager authentication" to allow NTLMv2 on the target system. 2. For WinRC=53, it should be related to network firewall issue. You should control network firewall on the path between AdminPass server and your system. It could be physical firewall and/or software firewall. For more information on terms you can refer to : Abbreviations and Terminology in Cyberark
SYMPTOM When connecting to AdminPass web site https://adminpass.apps.airliquide.com, i enter my 1TP code but access is refuse with this error message. PROBLEM: The account exists in Active Directory and the user has a correct 1TP code but no AdminPass safe role has been configured. SOLUTION: You should review your access on CARM and request the AdminPass safe role required. If you have a role assigned then create a ticket to AdminPass Team for help. For more information on terms you can refer to : Abbreviations and Terminology in Cyberark
[AdminPass] PVWA - The Verify button in the account details screen is missing or disable
English
guillaume.lardeux@eu.corp.airliquide.com
0
Mehdi GASMI
Uncategorized
Published
2025-07-28 16:51:02
14
IT Knowledge
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0
2019-04-16 16:05:27
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GIO-SEC-AD-AUTHENTICATION SERVICES-L2
SYMPTOM The Verify button in grey in AdminPass for the account. PROBLEM: It might be because of incorrect configuration or that the password object is pending on a task (verify, change or reconcile). SOLUTION: Make sure the automatic management by CPM is not disabled for this password object. Click on the 'Change' button the Save and Cancel the task (this will reset the pending task properties on the password object). This should bring the Verify button back if the previously mentioned parameters are set correctly. For more information on terms you can refer to : Abbreviations and Terminology in Cyberark
[AdminPass] CPM Failed to change this password (prereconcilepass)
English
guillaume.lardeux@eu.corp.airliquide.com
0
Guillaume LARDEUX
Uncategorized
Published
2025-07-28 16:51:02
8
IT Knowledge
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NaN
NaN
NaN
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NaN
0
2019-06-04 10:33:27
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GIO-SEC-AD-AUTHENTICATION SERVICES-L2
SYMPTOM In AdminPass, an account has the following error message: CPM Failed to change this password with a detail info about prereconcilepass. PROBLEM: Reconcile account are used to change password on many platform, this error indicate an issue related to the reconcile account on the target system. SOLUTION: Error with PreReconcilePass could be related to : For Windows Platform, AdminPass GPO did not update the reconcile account in the administrator group of the target server. Verify on the target server that the ALX\SVC_PAS_Reconcile_P account is a member of the Administrators group. If not open a ticket to AdminPass Team for help. For Other Platform, open a ticket to AdminPass Team for help. For more information on terms you can refer to : Abbreviations and Terminology in Cyberark
SYMPTOM When using RDP connection on a Windows Platform a Windows Security PopUp request "Enter your credentials". After a few seconds, a "Server Busy" popup show and propose to "Switch To","Retry" or "Cancel" and the connection is freeze. PROBLEM: This issue occur on system configure with "Always prompt for password upon connection". This settings is usually set at GPO level. SOLUTION: Modify the GPO on the target device in "Computer Configuration / Administrative Templates / Windows Components / Remote Desktop Services / Remote Desktop Session Host / Security". Update the "Always prompt for password upon connection" entry to "Disable" and refresh your GPO with gpupdate /force. It should fix the issue. For more information on terms you can refer to : Abbreviations and Terminology in Cyberark
2023-11-10 16:49:17 - Guy ROINEL Commentaires additionnels Resolution notes:Connect on RDP to the LEXA to remove the "set time automatically"+ check TimeZone configured on the front Kercom (it was ok on New York)+ check the local databse Kercom, was not ok because no more synchronize with the front Kercom--> resynchrononize the local database from scratchNow it's ok 2023-11-10 16:43:33 - Guy ROINEL Commentaires additionnels Jackie TRAN, 55 minIt is a new Apsa data is not important nowVous, 53 minwhat is the settings for NewYork Time Zone ? UTC-5 Eastern Time (US & Canada) ?Jackie TRAN, 53 minYesVous, 53 minokcan you do a Test Call RTU --> I4B now ?Jackie TRAN, 52 minOk give a few minsVous, 48 minhum... time is 07:53 am, but I gues should be 09:53pm for NYJackie TRAN, 47 minyesit should 9:53 amVous, 47 min, Modifiéyes am or course, not pmJackie TRAN, 46 minit reverted back to America/Denver time againVous, 46 minbut i have 2 hours late !Jackie TRAN, 46 minDenver is 7:55am right nowVous, 45 mini just changed manually th etimeJackie TRAN, 44 mindo u want me to send another test alarm into IOt4bosVous, 44 minyes pleaseVous, 41 minI think there is a pbm on the database, i have to check the TZ defined !Vous, 40 min, Modifiégive me 5 minJackie TRAN, 40 minNo problemVous, 39 minneed the token first.... i have to find it on I4BJackie TRAN, 38 minds6D0ShkEkKBrVTmVfV-5AVous, 38 minyes i just got itarf !!!!le local database is on Denver "Id": 680, "Name": "A_ALCON_GA", "Identifier": "ds6D0ShkEkKBrVTmVfV-5A", "Endpoint": "10.194.100.216", "Support": "IP", "Model": "ARK-1124", "Family": "XFLOW", "Firmware": "4.1.2", "ModbusAddress": 10, "MacAddress": "", "TimezoneId": "America/Denver", "Login": "admin", "Pass": "may2018!", "FileList": [ {Jackie TRAN, 35 minit is configured as America/New York in IOT4bosor KercomVous, 35 minyes but base not very well synchronized !!Jackie TRAN, 33 mincan u fix itVous, 33 minShould be better now"Id": 824, "Name": "A_ALCON_GA", "Identifier": "ds6D0ShkEkKBrVTmVfV-5A", "Endpoint": "10.194.100.216", "Support": "IP", "Model": "ARK-1124", "Family": "XFLOW", "Firmware": "4.1.2", "ModbusAddress": 10, "MacAddress": null, "TimezoneId": "America/New_York", "Login": "admin", "Pass": "may2018!", "FileList": [Jackie TRAN, 32 minshould i send another test alamVous, 32 minof course !Jackie TRAN, 32 min??Vous, 32 minyesyou're on time nowVous, 30 min, Modifiéit's better than bring back the RTU at officeJackie TRAN, 30 minit is correct nowVous, 30 minyeswhat was the ticket number ? I need to put time on it !Jackie TRAN, 29 mini guess this is another thing we have to test on new LEXA before shipping it out in the filedINC1293139Vous, 28 minwell the not synchronization of the base is not from the LEXA partok, i will put my time on itand close ticketJackie TRAN, 28 minOk thank you so much Guygive yourself a double timeVous, 27 min, Modifié2 more things for the future- open 3389 on all your Digi with a LEXA- and for the password of "admin" login, you have to include a upper case...Jackie TRAN, 26 minokthank you and have a nice weekend 2023-11-10 09:48:27 - Pidiaen PUAH Commentaires additionnels Hello Jackie,Could you please provide the device name, ICCID, and IP address?Thank you.Regards,Pidiaen PUAH 2023-11-10 09:34:28 - Pidiaen PUAH Commentaires additionnels -
airliquide, chloe, com, corp, english, guy, lexa, maspimby, roinel@eu, time, time timezone, timezone, unit
NaN
KB0034280
MIR INC1078147 - site down-INC1898829 [NCR] - INCV00693526 (December 15th, 2022)
MIR INC0520698 - Major outage in Argentina -251876 [E1] (November 22nd, 2019)
English
hajar.essahibi@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2023-02-07 10:38:12
26
Major Incident Reports
NaN
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NaN
NaN
NaN
NaN
NaN
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2019-11-22 10:23:21
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GIO-NET-SUPPORT L1
Date : Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. This MIR has no Google doc equivalent The updates will be reported in each MIR every Monday morning (GMT+2) during the transition phase of the MIR migration in MMS. Last manual matching : 03/01/2020 Major Incident Report Major outage in Argentina -251876 [E1] INC0520698 - November 22nd, 2019 Timezone : GMT Total outage duration : 3 Hours 18 Minutes Executive Summary Classification : Major connectivity outage On November 22nd, 2019 at 04:04 GMT-3 local time Monitoring tools reported an incident, affecting 27 sites in Argentina including AR001. No incident has been reported by end users due to the issue occurring out of business hours. The symptoms of the incident were a loss of connectivity for the primary Claro MPLS circuit at site AR001 resulting in a partial loss of connectivity for AR001 and 26 remote sites. Secondary connectivity remained functional. Due to the number of sites impacted by this partial outage, the incident was entered as a P1. The a priori root cause was that Claro was performing out of hours network maintenance on equipment in their Olleros DC. The resolution of the incident consisted in waiting for the maintenance to be completed. On November 22nd, 2019 at 07:23 GMT-3 local time, the incident is resolved, leading to a service disruption of 3 Hours 18 Minutes. A priori root cause The a priori root cause was that Claro was performing network maintenance on equipment in their Olleros DC. Major steps leading to incident resolution November 22nd, 2019 04:20 : service desk contacted to begin Major Incident process. 04:30 : Ticket created with Claro. 05:42 : Ticket Update from Claro confirming this is due to network maintenance to be completed by 7:00. 06:55 : All connectivity restored. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041664. Version: V1.0 Date: Author(s): Hajar ESSAHIBI-SC Service Manager validation Date: Approver(s): Service Director validation Date: Approver(s):
MIR INC0892459 - The site is down - INC1417770 / Vodafone: INCV00566881 (February 16th, 2022)
English
hamid.rafiki@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2022-10-17 12:00:14
21
Major Incident Reports
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NaN
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NaN
NaN
0
2022-02-18 12:54:42
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INC0892459
GIO-NET-OPERATIONS
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down - INC1417770 / Vodafone: INCV00566881 INC0892459 - February 16th, 2022 Timezone : GMT+1 Total outage duration : 1 Day 17 Hours 37 Minutes Executive Summary Classification : "Major connectivity outage" On February 16th, 2022 at 17:35 GMT+1 local time Monitoring reported an incident, affecting all users of the BREMEN - DE144 site The symptoms of the incident was a total loss of service. The issue was due to a provider change on their local network: DE144 fibers were pulled out without any reasons. The resolution of the incident consisted in Vodafone getting the primary line restored. The second line was restored a few days later. On February 18th, 2022 at 11:13 GMT+1 local time, the incident is resolved, leading to a service disruption of 1 Day 17 Hours 37 Minutes Initial root cause Issue was due to a provider change on their local network: DE144 fibers were pulled out without any reasons. Action Plan Documentation update on provider side was requested by GIO. Confirmation by Vodafone that any new changes will be done without clear information. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043157. Vodafone: INCV00566881 NCR : INC1417770
MIR INC0924013 - the system crashed new WLC in Ashburn - 693404509 (April 12th, 2022)
English
hamid.rafiki@am.corp.airliquide.com
1
Lisa MATULA-SC
Uncategorized
Published
2022-10-03 14:57:23
10
Major Incident Reports
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GIO-NET-Wifi
NaN
NaN
NaN
1
2022-04-12 19:51:39
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INC0924013
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Global Wireless issue in America's HUB - INC0924013 - April 12th, 2022 Timezone : GMT-5 Total outage duration : 30 Minutes Executive Summary The New Central Wireless Lan Controller in Ashburn DC crashed, causing all WIND migrated sites to lose wifi. Classification : "Major connectivity outage" On April 12th, 2022 at 10:38 GMT-5 The new central wireless controllers hosted in Ashhburn DC crashed, causing a wifi connectivity outage of 30 minutes. The symptoms were that approximately 200 sites in the Americas, that had been migrated by the WIND project, lost wireless connectivity for around 30 minutes. The a priori root cause was that the central controllers crashed (bug) causing a reboot of the devices. The incident was resolved after the reboot of the whole infrastructure. On April 12th, 2022 at 11:08 GMT-5 the incident is resolved, leading to a service disruption of 30 Minutes Major steps leading to incident resolution1 April 12th, 2022 10:38 - The system crashed and caused a reboot. 11:08 - The device finished rebooting and service was restored Initial root cause The WLC system crashed causing a reboot. Actions plan SFR engaged CISCO to identify the root cause of the incident. CISCO was unable to determine it due to the lack of logs. New traces has been implemented in case a new crash occurs. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043302.
MIR INC0996609 - Airgas major outage 312528395 pin 125315 (August 12th, 2022)
English
hamid.rafiki@am.corp.airliquide.com
0
Christopher VOROUS
Uncategorized
Published
2022-10-05 16:31:23
29
Major Incident Reports
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NaN
NaN
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2022-08-13 4:03:32
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INC0996609
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas major outage 312528395 pin 125315 INC0996609 - August 12th, 2022 Timezone : GMT-5 Total outage duration : 2 Hours 38 Minutes Executive Summary Classification : Major connectivity outage On August 12th, 2022 at 18:25 GMT-5 Monitoring reported the loss of network connectivity to 44 Airgas sites in the Central and Eastern parts of the United States. A provider routing issue caused the sites to briefly lose connectivity to the US data centers, and when the routing issue corrected itself an issue with the automatic failover configuration on the router prolonged the outage. The resolution of the incident consisted of manually correcting the configuration issue. On August 13th, 2022 at 21:03 GMT-5 the incident is resolved, leading to a service disruption of 2 Hours 38 Minutes Major steps leading to incident resolution1 [FR:To be completed] August 12th, 2022 18:25 : Monitoring tools reported alarms for about 53 Airgas sites. 18:54 : Ticket opened with ATT 312528395 19:02 : Escalation requested for ATT and agent confirmed that their Gateway is working fine and no issue detected on their side 19:57 : Incident escalated to L3 team and investigations showed that all impacted sites are using CDD-CDB architecture (1 router with two internet lines), the failover from primary to secondary line and failback from secondary to primary is based on some IP SLA/Track toward public IPs (Google DNS IPs) using a script triggered based on the status change of the IP SLA/Track, the sites went down because the failback script hasn't been executed automatically and we had to force it manually 21:03 : all sites became UP after forcing them manually to failback to the primary line Initial root cause 21:03 : Script used to perform the failback from secondary to primary line hasn't been executed automatically. Actions plan Review and reinforce the P1 / MOD process with SFR - SD (Service Desk) was not engaged for the MOD process. Review and correct the configuration template for this topology. Deploy the new configuration template to all devices with this topology. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043630.
MIR INC0773849 - Major outage in Canada locations (July 9th, 2021)
English
hamid.rafiki@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:18:06
19
Major Incident Reports
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NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
1
2021-07-09 18:37:38
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NaN
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major outage in Canada locations INC0773849 - July 9th, 2021 Timezone : GMT-6 Total outage duration : 31 Minutes Executive Summary: The user contacted us to say that they cannot reach any AL apps or Sites, they can access internet such as Gmail and other sites; The AL intranet is not reachable. Classification : Major Connectivity Issue On July 9th, 2021 at 14:39 GMT-6 = 9:39; 12 users reported an incident, affecting Vitalaire sites in Canada and impacting multiple Vitalaire sites. The symptoms of the incident were that the WAN interface for Vitalaire remote sites were reachable but not the LAN segments were not. No routing issues or errors were identified on the connecting routers at MISSISSAUGA or MONTREAL. The tunnels connecting to the remote sites were up and running, but no traffic was passing to the remote site LAN segments, which caused the intranet traffic to be impacted. With no issues identified on the network and the traffic not passing the tunnels, we decided to reboot the DMVPN HUB Tunnels in MISSISSAUGA just in case they were hung up. The tunnels were reset, they connectivity was established within a few minutes, but the issue still remained. Around 15 minutes later the service restored without any additional action from the network team. Pings from our monitoring tools were down for all Viataliare remote sites during the outage. The pings stopped at the DMVPN HUB in MISSISSAUGA. The circuits at MISSISSAUGA and MONTREAL were checked and were functioning normally. The tunnels between the two locations were verified. Remote sites were accessed through their WAN interface and they were able to reach MISSISSAUGA. No errors or logs to indicate what caused the outage were identified. The syslog servers were also checked to see if any traps related to the outage were captured, but no logs were found related to this outage. Situation resolved on its own. No resolution at this time as we have not been able to identify the root cause. No Fault Found On July 9th, 2021 at 10:10 am GMT-6 , the incident is resolved, leading to a service disruption of 31 Minutes Major steps leading to incident resolution1 July 9th, 2021 09:39 AM: The issue was identified and a P1 bridge was opened. 09:53 AM: DMVPN tunnels were bounced but the sites remained unreachable by LAN IP. 10:10 AM: The issue resolved on it's own and services were restored Initial root cause Unknown Actions plan The Vitalaire DMVPN bubble is currently being migrated to the Montreal DMVPN bubble. This should be complete in the next few months. After it is complete this traffic will flow directly through Montreal. In the event the issue occurs again, additional checks can be performed. Verify that the correct routes are being leaned in MISSISSAUGA and MONTREAL. Run traceroutes to the remote sites from both MISSISSAUGA and MONTREAL. Run traceroutes from a remote site to MISSISSAUGA, MONTREAL and ASHBURN. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042660.
MIR INC0582887 - Many routers down in AR001(main:268833 /backup:268834) (May 11th, 2020)
English
hamza.elghanaoui@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:07
15
Major Incident Reports
NaN
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NaN
NaN
NaN
NaN
NaN
0
2020-05-11 13:05:19
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NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Many routers down in AR001(main:268833 /backup:268834) INC0582887 - May 11th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 2 Hours 5 Minutes Executive Summary Classification : "Major connectivity outage" On May 11th, 2020 at 08:59 GMT Monitoring reported an incident, affecting many sites in Argentina The symptoms of the incident were loss of service for many sites in Argentina. The outage was caused by a line issue at ISP level (Claro) and it was resolved with Claro fixing the line issue. Most likely a defective hardware in Claro backend. On May 11th, 2020 at 11:05 GMT, the incident is resolved, leading to a service disruption of 2 Hours 5 Minutes Major steps leading to incident resolution1 May 11th, 2020 09:06 : Applying the P1 process (Calling the helpdesk, SDM...). 09:20 : The lines went up for 5 min and went Down Again. Calling the site's contact for primary checks 09:40 : engaging the ISP (Claro) 09:41 : The lines are UP 10:00 : Informing the ISP the the issue is resolved and asking for an RFO 13:56 : Claro can't get an RFO Initial root cause Claro (ISP) line issue impacting multiple sites in Argentina. The outage was caused by a line issue and and was resolved by Claro fixing the line issue (most likely hardware) in their backend. Actions plan Escalating to vendor to find a true root cause. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041955.
11th, 2020, 268833, 268834, airliquide, americas, ar001, backup, bis, bis americas, com, corp, down, elghanaoui@am, english, giddey-sc, hamza, inc0582887, main, many, may, mir, routers, tim
MIR INC0637867 - AME - Application Name - Servitrax (October 5th, 2020)
English
hatem.elleissy@eu.corp.airliquide.com
2
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:16:08
18
Major Incident Reports
NaN
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NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
0
2020-10-05 19:19:12
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NaN
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AME - Application Name - Servitrax INC0637867 - October 5th, 2020 Timezone : GMT+2 Total outage duration : 53 Minutes Classification : Major business apps outage On October 5th at 05:41 PM GMT+2, Servitrax Application team reported an incident affecting the Servitrax extranet in North America, impacting several users. The symptoms of the incident were that users didn't get the right public certificate when they reached the application, preventing them from connecting. The root cause was a human error made while implementing a change intending to fix a security issue related to the connection protocol used by the application. Access has been restored after the right configuration was applied by the engineer. On October 5th at 06:34 PM GMT+2, the incident was resolved, leading to a service disruption of 53 Minutes.(INC0637867) Major steps leading to incident resolution1 October 5th, 2020 17:40 - Failover from US-AWAF-AWS-01 to US-AWAF-AWS-02 The issue occurred on the extranet servitraxca.apps.airliquide.com 18:10 - PSS team takes in charge the issue and starts the analysis. After analysis, the VS configuration has not been replicated on the secondary member. Only SSL Profile, Policy, Pool and Member are replicated. 18:30 - The modification is applied on the secondary member of US AWAF. The SSL Profile related to the certificate is added on the VS. 18:34 - Tests have been done in order to check if the issue is solved after this change 18:36 - The requester confirms that the issue is solved Initial root cause The CFE (feature used by F5 to perform the failover in the AWS environment) has encountered an issue related to a computer bug known by F5 networks, the solution's vendor. According to the analysis of the F5 support this system issue is at the origin of the failover from member 1 to member 2. Actions plan The F5 research and development team is working on a new version of CFE which will correct this issue. The PSS team will Install the new version of the CFE when it is released. F5 can't provide us a release date thus we have to wait for. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042152.
2023-11-07 11:10:44 - Henley TOLAN Additional comments Resolution notes:Issue was that in Volume Mixer, Chrome volume had been reduced to inaudible levels. This software allows users to balance volume levels between applications. Sometimes these volume levels will detach from the machine's over all volume setting due to user error which may have happened in this case. The clue which can indicate this is that all other programs, and system audio was working fine. Only chrome based applications were affected. To open volume mixer, go to the toolbar, right click on the volume icon, and select volume mixer (second option.) 2023-11-03 12:59:35 - Max ANSHILEVICH Additional comments User was unavailable to work on issue this week. Booked time with user for the 7th of Nov at 10am 2023-11-03 09:24:29 - Henley TOLAN Additional comments User was unavailable to work on issue this week. Booked time with user for the 7th of Nov at 10am 2023-11-01 09:43:27 - Henley TOLAN Additional comments Messaged user to work on issue. 2023-10-30 11:57:28 - Sarai FRAUSTO-SC Additional comments KB0011671 : Google Meet - Microphone is not working 2023-10-27 11:23:12 - Sarai FRAUSTO-SC Additional comments Awaiting user confirmation through chat to let us know when will be available to receive the assistance. 2023-10-27 10:34:07 - Sarai FRAUSTO-SC Additional comments Requested forSandra HIGGINSONCall back number+1 705-325-3540SourceSelf-serviceConfiguration itemBusiness ServiceUser Impact3 - One userUser Urgency2 - High impact on work environmentDescriptionNO SOUNDS ON MY COMPUTER
IOT4BOS to SCADA KB Documentation Doc ID KB0033357 Version: 2.1.4 Status: INTERNAL Published date: 2022-10-10 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Entitled Customer Author: Henri PETERS- henri.peters@alizent.com The interface IOT4BOS to SCADA is using PI RDBMS, AWS Athena and other AWS account to bridge data. All the technical documentation and readme can be found here : "https://git.apps.airliquide.com/ALIZENT/production-assets/supervisoryandcontrol/iot4bostoscada" Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
PI DataLink or PI Builder does not appear in the Ribbon in Excel
English
henri.peters@eu.corp.airliquide.com
127
Henri PETERS
Uncategorized
Published
2025-07-29 0:36:42
8
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
32
2023-09-18 9:30:12
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NaN
ALZ-AME-GCS-Production Assets-L2
Issue After installing PI DataLink or PI Builder, its corresponding tab (shown below) is not shown in Excel's Ribbon. Solution (KB00265) Office apps such as Excel do not log the reason why an add-in cannot be loaded, and there are many possible reasons why an add-in might fail to load. However, we have some proven troubleshooting steps to consistently narrow down and fix these issues: Follow How to Resolve Common PI DataLink or PI Builder Ribbon Issues via PowerShell to programmatically check and fix common registry issues Manually check if the add-in is soft-disabled (under Inactive Application Add-ins header) or hard-disabled (under Disabled Application Add-ins header) in File | Options | Add-ins If it is soft-disabled, re-enable it following Microsoft's documentation If it is hard-disabled, re-enable it following Microsoft's documentation Verify the VSTO runtime is installed; if not, download it from Microsoft or reinstall PI DataLink/AF Client, whose installation kits include it Close all instances of Excel. Check Task Manager > Details to see if there are any rogue Excel processes that are still running and end them. Reopen Excel and see if the add-in appears. Use the VSTO_SUPPRESSDISPLAYALERTS environment variable to see more verbose error messages Use Process Monitor to manually troubleshoot registry-related Ribbon issues. For details, see How to Generate a Log With Process Monitor and Analyzing File and Registry Activity using ProcMon. Verify Excel bitness matches installed PI DataLink bitnesses, referencing PI DataLink does not appear in 32-bit Excel ribbon when install customized to install 64-bit PI DataLink only. Most of the issues at Air Liquide can be solved by : illustrating HKLM + HKCU LoadBehavior effects on whether PI DataLink and PI Builder load
32-bit, 64-bit, activity, add-in, add-ins, af, after, air, airliquide, all, analyzing, and there are many possible reasons why an add-in might fail to load. however, any, appear, appears, application, apps, below, bitness, bitnesses, builder, can, check, client, close, com, common, consistently, corp, corresponding, customized, datalink, details, disabled, do, documentation, does, down, download, download it from microsoft or reinstall pi datalink/af client, effects, end, english, environment, excel, fail, file, fix, follow, following, generate, hard-disabled, have, header, henri, hkcu, hklm, how, however, if, illustrating, inactive, include, install, installation, installed, installing, instances, issue\n after installing pi datalink or pi builder, issues, its, its corresponding tab (shown below) is not shown in excel's ribbon.\n \n \n \n solution (kb00265)\n office apps such as excel do not log the reason why an add-in cannot be loaded, kb00265, kits, liquide, load, loadbehavior, loaded, log, manager, manually, many, matches, messages, microsoft, might, monitor, more, most, narrow, not, office, only, options, peters, peters@eu, pi, possible, powershell, process, processes, procmon, programmatically, proven, re-enable, re-enable it following microsoft's documentation\n if it is hard-disabled, re-enable it following microsoft's documentation\n verify the vsto runtime is installed; if not, reason, reasons, referencing, referencing pi datalink does not appear in 32-bit excel ribbon when install customized to install 64-bit pi datalink only.\n most of the issues at air liquide can be solved by : \n \n illustrating hklm + hkcu loadbehavior effects on whether pi datalink and pi builder load, registry, registry-related, reinstall, reopen, resolve, ribbon, rogue, running, runtime, see how to generate a log with process monitor and analyzing file and registry activity using procmon.\n verify excel bitness matches installed pi datalink bitnesses, shown, soft-disabled, software, solution, solved, some, steps, still, such, suppressdisplayalerts, tab, task, them, there, these, troubleshoot, troubleshooting, under, use, using, variable, verbose, verify, via, vsto, we, we have some proven troubleshooting steps to consistently narrow down and fix these issues:\n \n \n \n follow how to resolve common pi datalink or pi builder ribbon issues via powershell to programmatically check and fix common registry issues\n manually check if the add-in is soft-disabled (under inactive application add-ins header) or hard-disabled (under disabled application add-ins header) in file | options | add-ins\n if it is soft-disabled, when, whether, whose, whose installation kits include it\n close all instances of excel. check task manager > details to see if there are any rogue excel processes that are still running and end them. reopen excel and see if the add-in appears.\n use the vsto_suppressdisplayalerts environment variable to see more verbose error messages\n use process monitor to manually troubleshoot registry-related ribbon issues. for details, why
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KB0042762
TSMC UFL
English
henri.peters@eu.corp.airliquide.com
22
Henri PETERS
Uncategorized
Published
2025-07-29 0:36:42
5
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
2
2023-11-14 11:03:51
#########
NaN
ALZ-AME-GCS-Production Assets-L2
### Overview of PI UFL Principles and Script Functionality for TSMC #### 1. *Purpose of PI UFL:* The PI Interface for Universal File and Stream Loading (PI UFL) serves as a pivotal connector between disparate external systems and the OSIsoft PI System. Its primary role is to facilitate the seamless ingestion of diverse data sources into the PI System for storage, analysis, and visualization. #### 2. *Data Integration Flexibility:* PI UFL accommodates various data formats, including CSV, log files, XML, JSON, and industrial protocols. It excels in handling these diverse formats, making it adaptable to industries dealing with multifaceted data. #### 3. *Data Parsing and Transformation:* When interfacing with external data sources, PI UFL parses incoming data, extracting pertinent information, and transforms it into a format compatible with the PI System's data structure. This process involves mapping data fields to PI tags or attributes for cohesive integration. #### 4. *Loading Data into the PI System:* Once data is parsed and transformed, PI UFL efficiently loads it into the OSIsoft PI System. This crucial step ensures that the data becomes readily available for analysis, visualization, and reporting within the PI System environment. #### 5. *Configuration and Monitoring Capabilities:* PI UFL offers configuration flexibility, empowering users to define ingestion rules, exception handling, data validation, and other parameters to suit specific operational requirements. Additionally, it includes monitoring features to track data ingestion status and identify potential issues. #### 6. *Script Functionality for PI UFL:* To complement PI UFL's functionality, consider the following PowerShell script. This script automates the retrieval of data from designated folders on an SFTP server, which can serve as a part of the data acquisition process for PI UFL: powershell # Load WinSCP module Import-Module WinSCP # Set path for credential file $credentialPath = "C:\Program Files (x86)\PIPC\Interfaces\PI_UFL\TSMC\Script\credential.txt" $folders = "F15","F15B","F18B","F14B","F18","F14","F12" # Read credential file $username, $password = Get-Content $credentialPath # Specify tracking file path $trackingFilePath = "C:\Program Files (x86)\PIPC\Interfaces\PI_UFL\TSMC\tracking.txt" # Check if tracking file exists, create if not if (-not (Test-Path $trackingFilePath)) { New-Item -ItemType File -Path $trackingFilePath -Force } # Read tracked files $trackedFiles = Get-Content -Path $trackingFilePath # Define SFTP server details $serverName = "ftp02.tsmc.com" $securePassword = ConvertTo-SecureString -AsPlainText -Force $password $credential = New-Object -TypeName "System.Management.Automation.PSCredential" -ArgumentList $username, $securePassword # Set local file path $localPath = "C:\Program Files (x86)\PIPC\Interfaces\PI_UFL\TSMC\Toclean" # Establish SFTP connection $sftpSession = New-SFTPSession -ComputerName $serverName -Credential $credential -AcceptKey # Define a script block for the job $jobScript = { param ($sftpPath, $folder, $localPath, $trackedFiles, $sftpSession) # List directory files into variable $files = Get-SFTPChildItem -sessionID $sftpSession.SessionID -path $sftpPath # Process each file in the directory foreach ($file in $files) { # Ignore current and parent directories if ($file.name -eq "." -Or $file.name -eq "..") { Write-Host "Ignoring directories!" } else { # Extract folder name from SFTP path $folderName = $sftpPath -split '/' | Select-Object -Last 2 # Get file name $newFileName = $file.Name # Build new name with prefix $newFileNameWithPrefix = "$folderName`_$newFileName" # Check if the file with the new name already exists if ($trackedFiles -notcontains $newFileNameWithPrefix) { Write-Host $file Get-SFTPItem -SessionId $sftpSession.SessionID -Path $file.FullName -Destination $localPath -Force # Check if the file with the new name already exists locally $newFilePath = Join-Path $localPath $newFileNameWithPrefix if (Test-Path $newFilePath) { # Remove the existing file with the future name Remove-Item $newFilePath -Force } # Rename the file in $localPath (forcing renaming) Rename-Item -Path (Join-Path $localPath $newFileName) -NewName $newFileNameWithPrefix -Force } } } } # Create a job for each folder foreach ($folder in $folders) { $sftpPath = "/output/$folder/" Start-Job -ScriptBlock $jobScript -ArgumentList $sftpPath, $folder, $localPath, $trackedFiles, $sftpSession } # Wait for all jobs to finish Get-Job | Wait-Job # Receive results from jobs (optional) $results = Receive-Job -AutoRemoveJob -Wait # Terminate the SFTP session on the server Remove-SFTPSession -SessionId $sftpSession.SessionID #### 7. *Integration with PI UFL Workflow:* This script, utilizing PowerShell and WinSCP, establishes an SFTP connection, retrieves files from specific folders, renames them, and transfers them to a local directory. These actions prepare the files for ingestion by the PI UFL interface. #### 8. *Enhancing PI UFL Functionality:* Leveraging this script alongside PI UFL enhances the functionality of the data acquisition process. The retrieved files, post-renaming and transfer, seamlessly integrate with PI UFL, contributing to the ongoing data integration into the PI System. Understanding how this script aligns with PI UFL's objectives enables users to effectively integrate external data sources, optimizing the utilization of the OSIsoft PI System for data-driven decision-making.
In order to have a server with a running backup, you need to configure two type of backup. First a full backup to be up to date and then an incremental backup to follow. Full Backup Launch a full backup to copy all the archive in the Backup directory (usually E:\backup) Open SMT and do the following steps. Then verify the Successful state of the Backup Incremental Backup Open Computer Management from the Desktop In the Task Scheduler\Task Scheduler Library, click on Import Task Then select the file C:\OT.setup\OTB 1.3\Historian\Configuration file\Scheduled Task\Local\PI Server Backup.xml In the General tab uncheck the box Run with highest privileges, Select Configure for Windows Server 2019 and click OK Go to the Actions tab. In the case where the archives are not stored on drive letter E:\, add the backups to E:\, otherwise pick the second largest drive. Do the following instructions: Change the drive letter (E:\Backup\PI), then click OK. Then Launch the task and check the successful state of the Backup
airliquide, backup, backup pi scada, com, corp, english, henri, how, peters, peters@eu, pi, scada, server
NaN
KB0033318
External PI to PI with Total Energy
English
henri.peters@eu.corp.airliquide.com
6
Henri PETERS
Uncategorized
Published
2025-07-29 0:36:40
9
IT Knowledge
NaN
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5.00
NaN
NaN
NaN
NaN
0
2022-10-06 14:50:04
#########
NaN
ALZ-AME-GCS-Production Assets-L2
Air Liquide and Total Energy have found an agreement to collect gonfreville data until 2024. Total will push their data from their PI with a PI to PI to the PI server of atlantique : eur2-pr-scapi1 and the point source : P_TE_AL. Total is using an AD account : alidaho\svcdguser. PI tags are built with those parameters : Exdesc : STAG=PITAGTOTAL Example : STAG=37PV7512 Location1 : 1 Location2 : 0 Location3 : 0 Location4 : 1 Location5 : 0 With tag structure GONF@SMR@SMR@PITAGTOTAL Example : GONF@SMR@SMR@37PV7512 If there is any issue related to data acquisition please contact : rc.pi-tma-bp@totalenergies.com
airliquide, com, corp, energy, english, external, external pi to pi with total energy scada, guest, henri, peters, peters@eu, pi, scada, total
NaN
KB0054184
MIR INC1597879 - Oracle no funciona // Oracle is not working (December 23rd, 2024)
English
Hernan.ORSI@sa.corp.airliquide.com
15
NaN
Uncategorized
Published
2025-01-09 15:21:14
5
Major Incident Reports
NaN
#########
NaN
BAM - Finance & ERP - Oracle SAM
NaN
NaN
NaN
0
2024-12-24 0:43:31
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INC1597879
GIO-CS-AMER-CITRIX-L2
NaN
2024, 23rd, airliquide, com, corp, december, english, funciona, hernan, inc1597879, mir, no, not, oracle, orsi@sa, working
NaN
KB0041268
Change request cancellation process
English
hezharjoyo.kaluny@as.corp.airliquide.com
21
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-09-02 9:52:41
4
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
12
2025-09-02 9:50:26
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is requesting to cancel the existing change request. STEPS: Get the change number and details from the user and escalate the ticket LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Configuration item: ManageMyService - PROD Category: Application Subcategory: Data Issue Assignment group (if not L1): GIO-PCI-ITSM-Global Tool Administrators ARTICLE TYPE: Assignment TEAM: Tool Admin
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User experiences functional issue or bug/defect in WISE EXTENSION application. STEPS: 1.- Delete browsing history 2.- If issue persists, obtain as much information possible (error message, screenshot of error etc.) and assign an incident directly to CGI-PROCUREMENT-L3 LOGGING CATEGORISATION: Business service: Procure to Receipt Configuration item: WISE - PROD Category: Application Subcategory: Support / Assistance Assignment group: CGI-PROCUREMENT-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
OBC Tablet Unsigned delivery crash during print preview screen
English
hezharjoyo.kaluny@as.corp.airliquide.com
6
Muhammad Faiz BIN AZIZOL-SC
Printing / Devices
Published
2025-09-01 10:20:48
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
1
2025-09-01 10:20:06
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Crash when opening print preview screen from unsigned delivery(????? ) POSSIBLE CAUSES: ????????????????????????? Probable cause: １）?????????????????????????????????????? Unsigned delivery printing is performed the first time after tablet replacement or new tablet added ２）OBC??????????????????????????????????? If you perform unsigned delivery printing immediately after updating the OBC app program BEFORE YOU START: ?????????????????????????????????????????????????????????????????????????????????????????????????????? This only happen the first time accessing unsigned delivery after login. After entering the trip screen, you can avoid the problem by performing from the unsigned delivery at the top of the screen. In addition, if you do it once, after login, the unsigned delivery immediately will work normally from the next time. STEPS: ????～?????????????????????? steps 1~4 below shows the SYMPTOM ? ??????????????????????? ? ???????????????????? ? ???????????????? ? ??????????????? (brought back to application page when trying to print ) HOW TO SOLVE: ???????????????????????????????????????????????? Press the trip icon to resolve. Then tap the Unsigned Shipment icon to print. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Devices Subcategory: Printer Resolution Notes: Service Desk will assist to print unsigned shipment TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is not able to log in to his device /mobile phone because he/she forgot the Workspace passcode / PIN . POSSIBLE CAUSES: The end user changed your passcode recently and forget your passcode or after a long period without using your mobile device the end user forgot your passcode among others... BEFORE YOU START: 1° - For Mixed Usage Android Devices , devices are with Work Profile. / Ownership : Employee-Owned. The option Clear device passcode doesn't work to devices enrolled in Mixed Usage, using Work Profile. PIN (Screen Lock PIN) Code is possible to clear from WS1 console! - Ticket reference: INC1774180 If above steps didn't work, please proceed with below troubleshoot steps >> For alternate workaround is, instruct the end user to do a FACTORY RESET / HARD RESET and start again a setup from scratch with Personal GMAIL.COM Android - Factory Reset How To: KB0034816 2° - For Business only Android Devices , devices are with Work Managed. / Ownership : Corporate-Owned.PIN (Screen Lock PIN) Code is possible to clear from WS1 console! STEPS: 1. Go to WorkSpaceONE console: https://console-workspace.apps.airliquide.com/AirWatch Android: - search for the device > More actions > "Clear Passcode" -> "Device" Disable the option Allow PIN at Startup and click in Clear iOS: - search for the device > More actions > "Clear Passcode" -> "Device" If the option is not available or if its not working, verify if the device is enroll in Airwatch LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: Mobile fleet managerExplanation: User was informed that a factory reset is needed / User was able to clear their passcode. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One - PROD Category: Devices Subcategory: Support / Assistance Resolution Notes: User was informed that a factory reset is needed / User was able to clear their passcode. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Normally, when user insert a digitacho card, the data will be sent to computer and the Nippo number will be displayed but even after user insert digitacho card, the data not sent to computer and Nippo number not appear. POSSIBLE CAUSES: The space of the C drive might be full or too many files in the folder. Reducing the space of C drive tends to improve the reading of digitacho cards. STEPS: Remote to user PCCheck the free space of C drive and D drive Rename the old Processed folder in C\Dataimporter folder. (Add Org etc.) Create a new folder name Processed in C\Dataimporter folder. Dont get the name wrong!If the DT card is successfully read, the data will enter the folder. Create a destination folder in D drive. (DT data etc.) Create a destination folder below it and move the old data to D drive. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: Service Desk will assist the user to create a destination folder TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: PO upload button not available POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Orders & Deliveries to see the order details. 5. In the Place an Order tab, enter the purchase order. Note: Make sure the PO_REQUIRED flag is set to R or C, by using Gideons Parent Customer master data. Once the flag is updated, master data will interface to myGAS next day in EOD job. Use the following query to check the DO lines select * from cp.Do_lines where doc_no=#DOCNO# Use the following query to check the purchase order and customer number select * from cp.parent_customer where cust_no=#CUSTNO# and PO_REQUIRED in (R,C) LOGGING CATEGORISATION: Business service: BAP - HUB - myGas Configuration item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, available, com, corp, deepak, eapps, english, hasani-sc, hezharjoyo, kaluny@as, mygas, not, not available, option, po, po upload, upload, why
NaN
KB0012732
React - Access request
English
hezharjoyo.kaluny@as.corp.airliquide.com
11
Vincent CAO
Uncategorized
Published
2025-09-29 14:32:13
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
60
2025-04-02 3:39:28
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User calls that he/she needs to request REACT Access. STEPS: 1. Go to CARM > My Access 2. Click Request new access 3. Select Maximo 4. Click Profiles > REACT and select the kind of access the user needs 5. Ask user to provide a justification and click Submit LOGGING CATEGORISATION: Use Template: GLOBAL - CARM - Request Configuration item : CARM IGI - PROD Business Service : GIO - SEC - CARM Application Provisioning Situation : CARM - Target Application Access Request [Incident] Resolution Notes: Assisted user with raising the proper request for REACT access in CARM. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, cao, carm, com, corp, english, hezharjoyo, how, kaluny@as, maximo, profile, react, request, to, vincent
NaN
KB0020354
PRINTER Morocco - Installation
English
hezharjoyo.kaluny@as.corp.airliquide.com
207
Mourad ASSELLALOU
Printing / Devices
Published
2025-09-29 13:49:08
5
GIO Service Desk
NaN
#########
NaN
BAMEI-Local printers
NaN
NaN
NaN
45
2025-09-03 3:26:52
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:Morocco ENTITY:BIS AMEI SYMPTOMS: -User calls saying that they need to get the printer installed on their PC. BEFORE YOU START: IMPORTANT NOTE: NOT MPS Printers ( NO Uniflow, NO Cirrato! ) used in North Africa Regions! STEPS: Network printers : Additional list : 1. Installation : The driver is available on the link: https://drive.google.com/drive/u/0/folders/1i8phGFQ7BxAAbiWdfOoX_omNofnqi2EK -Using the Start Menu search (Magnifying glass icon - lower left taskbar) type "Control Panel". -In the Control Panel window select Devices and Printers. -In the Devices and Printers window click on Add a printer. -Select "The printer that I want isn't listed" -Choose "Add a local printer or network printer with manual settings", then click Next. -Select Create a new port and choose Standard TCP/IP Port, then click Next. -Under Hostname or IP address: Type in the IP address of the printer you intend to connect to. In case of issue, please follow KB0049194. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal PrinterModel/brand of the target printer: According to the case In case of blank ESS Incident submitted by the user: Business service: BAMEI-Local printers Configuration item: Hosntame Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Japan Month End Closing Reports are normally requesting by Japan's users after Month End Closing completed. BEFORE YOU START: The report extraction require access to: a) Oracle SQL Developer to JPPROD b) MEC Report folder to place the extracted MEC reports https://drive.google.com/drive/folders/0AIhijrT3s_8mUk9PVA STEPS: Please refer to the following link for sql query's reference: https://drive.google.com/drive/folders/1fUDr74gYHMHjxKMhjPSpgs7HisYey0vg For GL, Item Master, PC and Teagta refer to the following sql queries: For AP and Good Receipt Notification, please refer the following: Before start each query need to run:ALTER SESSION SET nls_language ='AMERICAN'; For each query need to select by company except for Teagta: GL ? JP01110 or JP01230AP ? Need to change inv_line.company_code = JP01110 or JP01230 (line 648)Item Master ? ALJ or ALKGPC Closing ? JP01110 or JP01230Teagta ? No need to select by company code After extract the report, export the report in .xlsx format in any folder that you have choose: Before transfer to MEC Report folder, make sure each file has been renamed according to the format, please refer to each folder for reference. All files need to save in .xlsx format and for GL - ALJ file need to compress in .7z format. Rename the file LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Category: Application Subcategory: Reporting issue Assignment group (if not L1): GIO-EUS-APP-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user need assistance to install Tally Dascom Printer STEPS: Remote in to users PC, get the IP address of the printer from the userOpen Printers & ScannersClick Add a Printer or scannerClick the printer that I wasn't listedChoose Add a printer using an IP address or hostnameDevice Type: TCP/IP Device Put the IP address , then Click next Standard should be Generic Network Card >Choose the Tally Dascom 2610 on the list >Tick the below option >Then set the printer name as Tally Dascom 2610 Then ask user to try to print To check the Settings on how to print. Please follow the below settings. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user or in case reassignment is needed: Business service: For APAC: GIO - EUS - Local Support - APAC Configuration item: Hostname of user's PC Category: Devices Subcategory: Printers
2610, airliquide, apac, com, corp, dascom, english, hezharjoyo, kaluny@as, matutina-sc, printer, rose, set, set up, tally, up
NaN
KB0019875
3CX softphone Issues or configuration request
English
hezharjoyo.kaluny@as.corp.airliquide.com
117
J'Rose MATUTINA-SC
Uncategorized
Published
2025-08-25 3:52:15
4
GIO Service Desk
NaN
#########
3.00
BAP - HUB - IGA
NaN
NaN
NaN
103
2025-08-25 3:51:54
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: MALAYSIA ENTITY: BIS APAC SYMPTOMS: Any issues or configuration requests concerning 3CX softphone. STEPS: Create a ticketEscalate it to the onsite team LOGGING CATEGORISATION: Business service: BAP - HUB - IGA Configuration item: APAC IGA - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-FS-MALAYSIA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Chrome Browser - How to save file automatically to download folder
English
hezharjoyo.kaluny@as.corp.airliquide.com
6
NaN
Uncategorized
Published
2025-07-09 5:01:11
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
2
2025-07-09 5:00:51
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User unable to save file automatically to download folder, require to choose destination before saving. STEPS: 1. Open Chrome browser setting, navigate to "Downloads" and turn off ''Ask where to save each file before downloading". User can also change the default downloads location from the same page. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Google Chrome - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Guide user to turn off ''Ask where to save each file before downloading". ARTICLE TYPE: FCR TEAM: L1
airliquide, auto, auto save, automatically, browser, chrome, chrome browser, com, corp, download, downloads, english, file, folder, hezharjoyo, how, kaluny@as, save
NaN
KB0025737
YourWay / CyberArk EPM - client malfunction
English
hezharjoyo.kaluny@as.corp.airliquide.com
217
Jerome BACHELERIE
Uncategorized
Published
2025-07-31 15:50:02
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Yourway
NaN
NaN
NaN
73
2025-05-05 8:56:05
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has functional issue with the YourWay / CyberArk EPM client. STEPS: Install a computer agent First, verify that the CyberArk EPM agent is not already installed on the computer, then follow one of the following options: Option A - using the Marimba Tool Use the Marimba tool to assign the package to the end-users computer:https://marimba.apps.airliquide.com:5282/GIO/Components/g_01502_cyberark_epm-yourway-23.8.0.1415_ml_48 Option B - using the command line (Marimba) - Remote connect to the end-user's computer and open Command Prompt / CMD as admin - Run the command as below: 1. cd C:\Program Files (x86)\BMC Software\BBCA\Tuner2. runchannel.exe -update https://marimba.apps.airliquide.com:5282/GIO/Components/g_01502_cyberark_epm-yourway-23.8.0.1415_ml_48 -install Remove a computer agent 1. Sign into the EPM Console - https://eu.epm.cyberark.com/SAML/airliquide 2. Select the PROD YourWay configuration set (if prompted) 3. In the left-side navigation panel, click the ? (downward arrow) button next to My Computers 4. Click on Upgrade or Uninstall Agents 5. In the center-left-side filter panel, in the Name text box, enter the name of the users computer, OR In the Logged in text box, enter the end-users Windows username 6. Above the filter panel, click Apply 7. Find the end-users computer from the list 8. Mark the checkbox for the end-users computer - ONLY MARK THE CHECKBOX FOR ONE COMPUTER 9. Right click on the end-users computer and select Uninstall Checked 10. Wait for the uninstall to complete - the webpage features a Refresh button on the right side of the computer list, which will remove the computer from the list when the uninstall completes - this typically takes 5 to 10 minutes Reinstall a computer agent 1. Complete the steps for Remove a computer agent 2. Complete the steps for Install a computer agentFurther notes (access to EPM console): As an agent updating or reinstalling the CyberArk EPM agent requires an EPM console account with the Endpoint Manager role. Submit a request for this role in MMS (TBA): Catalogs > GIO Services > End-User Workplace > Application distribution > YourWay - Request access to the CyberArk EPM management console Point of contact wwgio-eus-gops-ud-l3@airliquide.com> LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Yourway Configuration item: Hostname of PC Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with reinstalling the CyberArk EPM client on the PC. Afterwards, user could use their Yourway account properly. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:SPAIN ENTITY:BIS EUROPE SYMPTOMS: User contacted us in need of installing IvNeos BEFORE YOU START: Make sure the request was properly made and approved. Gather the installation file: https://drive.google.com/drive/folders/1kDQqLpRkzn6vmGb0mP4NWDXeJT26MBuX?usp=drive_link STEPS: 1. Initiate the installation with ADM rights, as usual. 2. If you are asked for a CLAVE (KEY) or CIF, it is not necessary to fill it in. Leave it blank and proceed. 3. After the installation is over, it will ask for a an activation code, which is 9914B8AD-E94D-47B5-9BB0-BD2DB6D0B598 4. The username follows the name.surname format, while the password is always Abc123 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Installation Resolution Notes: Application was properly installed ARTICLE TYPE: FCR, Process TEAM: L1
airliquide, com, corp, english, gerhards, hezharjoyo, installation, installation instructions, instructions, iv, iv neos, ivneos, kaluny@as, maik, neos, spain, spanish
NaN
KB0052283
BLAC/OBC - Register OBC usage on new device
English
hezharjoyo.kaluny@as.corp.airliquide.com
45
J'Rose MATUTINA-SC
Uncategorized
Published
2025-08-15 10:28:30
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
17
2025-08-15 10:26:42
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Register OBC usage on new device Sample: ADHOC1130333 STEPS: 1. Get the Device name 2. Create an Incident ticket and assign to relevant team LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Device Subcategory: Enrolment Assignment group (if not L1): BAP-COE-BLAC-L2 ARTICLE TYPE: Assignment TEAM: BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Users want to order OBC printer roll sheet. STEPS: Guide user to send email to aya.masuda@airliquide.com LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to email the point of contact TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Servitrax - Install fonts to read Servitrax barcodes
English
hezharjoyo.kaluny@as.corp.airliquide.com
26
Rocio CHONG
Uncategorized
Published
2025-07-30 11:51:26
5
GIO Service Desk
NaN
#########
NaN
Cylinder Tracking
NaN
NaN
NaN
27
2025-02-10 5:10:54
#########
NaN
ALZ-EU-GCS-Returnable Assets-L2
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Install fonts to read Servitrax barcodes STEPS: Font to read barcodes needs to be installed on user's pc Correct fonts are: (please see files attached) IDAutomationC128XLCode39_25 To install font follow KB0011948 LOGGING CATEGORISATION: Business service: Cylinder Tracking Configuration item: Hostname Situation: Information request [Ad Hoc Request] Resolution Notes: Font to read barcodes installed on user's pc TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
BLAC - Cannot generate do/add trip from blac system in grey area
English
hezharjoyo.kaluny@as.corp.airliquide.com
250
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-09-12 5:35:37
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
601
2025-09-12 5:35:13
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is unable to generate do/add trip from BLAC system in grey area POSSIBLE CAUSES: The trailer availability is not set up correctly. Guide user to set up the trailer availability STEPS: Go to Maintenance - Availability - Resource Type: TRAILER. Add template accordingly and save. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to launch the SAP Logon Pad 770 application via Citrix as only a black blank screen appears. STEPS: 1. Right click on the Citrix client in the taskbar 2. Click Advanced preferences 3. Select High DPI 4. Check if the settings is YES (Set session to high resolution?) 5. If it's not YES please set it to YES and test again LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CITRIX - Issue Business service: For BIS Europe and all except: end users you have to use GIO-CS-EUR-PaaS VirtualizationFor E&C end users you have to use BEC - XEN InfrastructureFor BIS HHC : BHC - Other applications Configuration item: Hostname Situation: Bug/Defect [Incident] Assignment group: L1 Resolution Notes: DPI option has been correctly reset for Citrix. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Windows- How to find the IP Address of a Windows 10 PC
English
hezharjoyo.kaluny@as.corp.airliquide.com
60
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:35:24
6
GIO Service Desk
NaN
#########
NaN
Technical Assistance
NaN
NaN
NaN
14
2024-12-30 3:55:41
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: How to find IP Address of a Windows Device BEFORE YOU START: Make sure that the IP address to connect via VNC or be managed other way with any resolver group needs to be provided while connected to Airliquide Network. STEPS: 1) Find an IP Address using WINDOWS Settings There are few ways you can find your IP address on a Windows 10 computer. Lets start with the easiest method. Go to Settings > Network & Internet. Then select either Wi-Fi or Ethernet (depending on how the device connects). In this example, Im connected to Ethernet. Then select the Ethernet Connected icon. Scroll down to the Properties section and youll see your IPV4 address information. Finding your Wi-Fi IP address is a bit different. You still go to Settings > Network & Internet, but then select Advanced options. Then scroll down to the Properties section to see the IP address of the device. 2) Find an IP Address using Command Prompt To open the Command Prompt: Right-click the Start button or hit Windows Key+X to bring up the hidden quick access menu and select Command Prompt. Or Click the magnifying glass icon next to start menu and type: cmd in the search field, then open Command Prompt from the search results Now type: ipconfig then press the Enter key. Look for IPv4 Address. 3) Find an IP Address using VNC Server Click on the flash at the right of the taskbar or hit Windows Key+B to bring up the hidden icons and select VNC Server where you can find the IP Address under the Other ways to connect option LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Situation: How-To/Question [Ad Hoc Request] Resolution notes: Service desk will guide the user to check the IP address. TICKET TYPE Adhoc ARTICLE TYPE: FCR TEAM: L1
10, address, airliquide, cmd, com, command, command prompt, connect, corp, english, find, gerhards, hardware, hezharjoyo, how, how to, how to find ip, how to find ip address, ip, ip address, ipconfig, kaluny@as, maik, other, other ways to connect, pc, prompt, settings, software, vnc, ways, windows, windows settings, windows-
NaN
KB0051137
iAnalyze (Zycus) - issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
137
Ay SHAH-SC
Uncategorized
Published
2025-07-07 6:07:30
4
GIO Service Desk
NaN
#########
NaN
BCF-DPS SPEND
NaN
NaN
NaN
51
2025-07-07 6:04:44
#########
NaN
BCF-DPS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User unable to select cube or see data in iAnalyze BEFORE YOU START: Please make sure that the user has DPS access role in CARM first For APAC user, we can try to assign the ticket to the DPS-APAC-L1 team first for them to analyze and assign the ticket to the correct resolver team if the user is having issue with Zycus. Ticket reference: INC1768099 STEPS: Create INC ticket and assign to DPS-GSO-L2-SPEND LOGGING CATEGORISATION: Business service: BCF-DPS SPEND Configuration item: DPS - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): DPS-GSO-L2-SPEND TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: DPS-GSO-L2-SPEND
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User unable to find the PA Period (Project Period) Refer to INC1086694. Example error: BEFORE YOU START: Need check the system showing period or not STEPS: Log in to application with Project AdminFinancials> Project Manager> Other> PA period > Open The navigation path is : 3. Click find the period 4. Advise user or email user : Clicked on "Copy from GL periods" button available at the bottom of the form.PA Periods are available 5. After get confirmation. Once confirmed, close the ticket. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-APP-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, com, corp, english, find, hezharjoyo, kaluny@as, no, oracle, pa, period, r-sc, srichandra, the no pa period, unable
NaN
KB0020434
OBC How to extract receipt (EDN) from trip number
English
hezharjoyo.kaluny@as.corp.airliquide.com
8
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-08-25 4:06:26
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
3
2025-08-25 4:05:49
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Users need assistance to extract receipt from trip number STEPS: Go to this link and search for the trip number. You can check the OBC hostname as per below. Go to SOTI and remote to target OBC using Remote Control (HTML) Double click on tablet hostname Click on this folder path sdcard/OBC_DATA/DYNAMIC_DATA/OBC_RESOURCESYou will see target trip number below the folder. Copy the folder to your PC Reference: https://docs.google.com/document/d/18_YFZQhGY8qzW8I-IcDtUx51h0PovdzembHYuTQUSko/edit?ts=6052e886#heading=h.8ykwrys9s706 LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to extract the receipt ARTICLE TYPE: Assignment TEAM: L1
GIDEONS - WIP - Results of COA does not fetch the right data
English
hezharjoyo.kaluny@as.corp.airliquide.com
138
Julia RAMLAN-SC
Uncategorized
Published
2025-08-25 4:21:23
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
143
2025-08-25 4:21:15
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User reported that results obtained from supplier COA is showing different value. System is fetching the wrong data. POSSIBLE CAUSES: 1) The supplier CSV data contains duplicate component id. Need to advise user to remove the duplicate component and upload the CSV again.2) Recipe lab component name and supplier component is not matched and hence analysed result is showing as 999999. Need to advise user to check the CSV and upload the CSV again if necessary. STEPS: 1) Use this query to check the component at supplier COA table: SELECT PARAMETER_COMPONENT, ACTUAL_VALUE_COMP, * FROM [dbo].[SUPPLIER_COA_RAWDATA]WHERE BATCH_NUMBER LIKE 'xxxx' AND PARAMETER_COMPONENT = 'xxxx' 2) Use this query to check WIP data SELECT * FROM WIP_LABDATA_SOURCE WHERE BATCH_NUMBER = 'xxxx' LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user called reporting an incident, requires assistance/how or to submit a request. Please make sure to convert the ticket correctly by following the below categorization. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: CATALOG REQUEST, if user need assistance for: Data ModificationData Update (Oracle/Gideons)Deletion of DataRequirement for a filterAdding of DataSoftware InstallationOnboardingAccess request (If not 1st time access) INCIDENT, if user reported: Bug/DefectAvailability issueAccess issue For Windows / PC related inquiries, GIO - EUS - UWP - Windows OS will be used as a Business Service. Be careful on which Situation you choose. Bug/Defect [Incident] and How-To/Question [Ad Hoc Request] is commonly used, but there are other selections as well, so make sure you choose the relevant one that is available. You can refer to below table for reference. https://docs.google.com/spreadsheets/d/18Z7GNuBCllyB8FoRzhzWYPYu2OehO7FZoq94Xl__fjE/edit#gid=0 Situation Incident or Adhoc ? Detailed Description Application - License issue INC User does not own a license: Share information that he/she has to turn to procurement to request it Application - License issue (Inc) INC License issue error message, user does owe a license Application (Middleware) corrupted INC relates to CUW core elements: Java / Visual C++ / .Net Framework... Application functional issue (Office) INC MS Office malfunctioning, Crash, Error message... Application missing INC User is missing an application (not clear if it is a technical issue or lack of request) Application missing / installation failed (Inc) INC Technical issue ( Marimba / MyStore) Chrome browser INC Any issue related to Chrome browser and its functionality: Crash, Missing update, Extension error, Audio / Microphone error, notifications, Synch, etc NOT to be used in case of general GSuite service outtakes CUW - Masterization issue INC PC cannot be installed with most recent CUW 10 Master Encryption - lost PIN INC User forgot his Bitlocker PIN Encryption Infra issue INC Encryption Management Infra cannot be reached, access KO (today MBAM, tomorrow Dell Data Protection Enterprise) Encryption malfunctioning INC TPM chip not present or activated in the BIOS, Client agent not installed or malfunctioning (today MBAM, tomorrow Dell Data Protection Enterprise) How-To/Question INC Keepass INC local printer installation INC Assist in local printer (driver) installation Marimba Infra
Ivanti - No Internet when Ivanti Connected Succesfully
English
hezharjoyo.kaluny@as.corp.airliquide.com
751
Gregoire PENET
Uncategorized
Published
2025-07-16 4:28:54
4
GIO Service Desk
NaN
#########
4.80
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
454
2025-07-16 4:27:22
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GOBAL ENTITY:ALL SYMPTOMS: User has no internet connection after connecting to Ivanti. BEFORE YOU START: Please check the followings: user must have an activated OKTA account, is not guide user to activate OKTA on the PC (KB0028488 ) or mobile device (KB0027817)user must have a SRA account role, is user does not have it, guide him to raise the request as per KB0011600Ivanti should be installed on user`s PC, if it is not installed on user`s PC, guide user to raise the request for standard software installation as per KB0019506 STEPS: 1. End User Logs to Ivanti successfully 2. No network connectivity, no internet; user is disconnected right away 3. Shutdown the Ivanti and in the Zscaler App select: Update PolicyRestart Service 4. If not working, reinstall Zscaler: Please follow the Zscaler reinstallation KB KB0039436 5. If still not working, completely uninstall and then reinstall Ivanti User will need to go to the office for this Note: If the user is connected using WIFI and the above troubleshooting didn't work, please advise the user to user LAN cable and try again to connect to the Ivanti LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: Secure Remote Access - PROD Category: Application Subcategory: Functional / Technical issue Resolution Notes: User was able to access the Air Liquide network through IVANTI TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Upload Invoices into Milton Graham Portal through Computershare
English
hezharjoyo.kaluny@as.corp.airliquide.com
28
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-08-11 9:04:41
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
6
2025-08-11 9:03:20
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Upload Invoices into Milton Graham Portal through Computershare BEFORE YOU START: The SOP is similar to task : Send Direct Reminder letter to Computershare https://airliquide.service-now.com/kb_view.do?sys_kb_id=5e13e8f91b50a410688aa97ce54bcbc2 Ensure the excel file has below headers/fields. Account NumberInvoice NumberParent Number Sample of insufficient data (missing Parent Customer Number). Sample of sufficient data STEPS: 1. Rename the file name with naming convention 'AirLiquidePDFs_YYYYMMDD_XX' where YYYYMMDD e.g. 20170622 and the XX is the initial of the credit team members e.g. SP for Steve Powell - AirLiquidePDFs_20170906_SP.csv'. 2. Send the attachment file to '\\as-au-hogpsql\jobsoutput\InvoicesPDF\' folder. Open Run > Enter the folder name > Click 'OK' 3. Create a new folder follows the naming convention : [YYYYMM - DNB] (Eg : 202209 - DNB). Note : If the existing folders are suffice, please skip this step). 4. Log into 'AS-AU-XENAPPS' server & FTP it to Computershare site (same server & method of existing invoices sent to computershare). 5. When Computershare has completed the extract & the zip file with the same name will be available in the same FTP site 'Out' folder. 6. Once the zip file has been processed, an email notification will be sent to "alacompshare@test.airliquide.com". Level 1 to check for that email. 7. Download the file from Computershare to '\\as-au-hogpsql\jobsoutput\InvoicesPDF\' folder & the connect to DNB FTP site & transfer the zip file to their 'For_DNB' folder. 8. Inform ticket requestor & close the ticket. Any issue with Computershare, their contact detail as below Evander Johnson , !AU CCS MEL Air Liquide , Andrew Wilks More important notes: https://docs.google.com/document/d/1pAvH_cFb2658yatfMOWI10d5DSAqJJIjlNr03StaC2c/edit# LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5
BTS Google Suite - transfer ownership of google data of employee left within 30 days
English
hezharjoyo.kaluny@as.corp.airliquide.com
1508
Harold OUSSET
Uncategorized
Published
2025-07-30 6:11:54
5
GIO Service Desk
NaN
#########
3.38
GIO - EUS - Service Desk
NaN
NaN
NaN
1176
2025-07-23 8:55:43
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that they need to transfer the Ownership transfer of all Drive data, or Apply a temporary Google mail forwarding or Extract Google mail to someone else as the current owner is leaving the organization soon. BEFORE YOU START: This request only to be used within the 30 days the user left the company (account suspended in CARM) After the request was created in My it corner they have to create also a request in carm for leaver's account termination (KB0011807) - if this is not done, the kite team usually closes the request with a note that first user's carm account has to be inactive. Please note, in order to be able to raise this request the current owner of the shared folder should be still in SERVICE NOW! From the departure of the user and before the freeze period, there is a 30 days period where it is possible to request a: Transfer of ownership of all Drive dataTemporary email forward (for 30 days)Google mail data extraction (Mbox file) STEPS: For EU/AMEI/APAC: Raising the request "Employee leave - Google account termination options" in My IT Corner. link of the request: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=94d0109c377a4300e1a4cea954990ee6&sysparm_category=4aefd2614f9616009864ca1f0310c7c0 Path: My IT Corner > End User Catalog >Digital Workplace> Kite - Account Transfer the Ownership transfer of all Drive data, or Apply a temporary Google mail forwarding or Extract Google mail to someone else 1. Go to My IT Corner and search by "Employee leave - Google account termination options" or follow the above-mentioned path. 2. Fill out the request accordingly 3. Submit For AME : For both mail forwarding and Drive Ownership Transfer, use the following form: Forward a Gmail and Drive account Reminders: The task will get routed directly to the L4 team (SD will no longer needed to look for the IPC/HR approval). https://docs.google.com/spreadsheets/d/18Cn-Xf5PW4TZoUi8ETK9kDK-CFVpCpN5GQW-NsWALQ4/edit#gid=737126385 Note:AME Process does not allow email extraction, only the email forward option is available. Once request has been completed see Google Kite - How to Access Gmail and Shared Drives Data Transfered (GLOBAL) for how to access the GMAIL emails forwarded and/or the GDrive data transferred. For all regions: After guiding the user to fill out the needed request, open and Interaction, then open and close a request from the Interaction as per the below LOGGING CATEGORIZATION. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Redirected user to My IT Corner to raise the request "Employee leave - Google account termination options". ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Frankfurt/Poland ENTITY:BIS E&C SYMPTOMS: The user has issue with any kind of E&C specific business application STEPS: Nomenclature of Business service is BEC « Software and Applications » Applications belonging to Business Services are following :- BEC - AAT ? BS is related to this list of application/s: AAT E&C - PROD BEC - Agora ? BS is related to this list of application/s: AGORA - PROD BEC - ALAIR ? BS is related to this list of application/s: ALAIR - PROD BEC - ALPIN ? BS is related to this list of application/s: ALPIN - PROD BEC - Application maintenance - Agora ? BS is related to this list of application/s: AGORA - PROD BEC - Application maintenance - SAP Echo ? BS is related to this list of application/s: SAP ECHO - PROD BEC - ARPAL ? BS is related to this list of application/s: ARPAL - PROD BEC - ASP ? BS is related to this list of application/s: ASP - PROD BEC - Aspen Engineering Suite Service ? BS is related to this list of application/s: ASPEN Cost Estimation - PROD Aspen Engineering Suite - PROD ASPEN HYSYS - PROD BEC - Bluebeam ? BS is related to this list of application/s: BlueBeam - PROD BEC - CAPITAL-CRYO ? BS is related to this list of application/s: CAPITAL CRYO - PROD BEC - CPY-SPIRAL ? BS is related to this list of application/s: SPIRAL - PROD BEC - CTWALK ? BS is related to this list of application/s: CTWalk - PROD BEC - DATA & BI Service ? BS is related to this list of application/s: BEC - DBI - Ariba Toolkit - PROD BEC - DBI - Capital Cryo - PROD BEC - DBI - CopyToDrive - PROD BEC - DBI - JobsETL - PROD BEC - DBI - Pleasant Password Server - PROD BODS42 - PROD Data Integration Flow (E&C) - PROD Power BI E&C - PROD BEC - EER ? BS is related to this list of application/s: EER - PROD BEC - EIT-CMS ? BS is related to this list of application/s: EIT-CMS - PROD BEC - eNCR ? BS is related to this list of application/s: eNCR - PROD BEC - Engineering Tools ? BS is related to this list of application/s: Autodesk E&C suite - PROD Bentley AutoPIPE - PROD Bentley AutoPIPE Vessel - PROD Bentley Microstation - PROD Bentley Staad Pro - PROD DIMY - PROD E-KALKX - PROD ETAP - PROD Fluent - PROD LPILE - PROD MathCAD - PROD Matlab - PROD NavisWorks - PROD Nozzle Pro KRA - PROD PROBAD - PROD BEC - EOSAL ? BS is related to this list of application/s: EOSAL - PROD BEC - EPSR ? BS is related to this list of application/s: ePSR - PROD BEC - FRNC5-or-REFORM3 ? BS is related to this list of application/s: PFR FRNC-5PC - PROD PFR REFORM -3PC - PROD BEC - Global Engineering Suite ? BS is related to this list of application/s: CADWorx - PROD Caesar - PROD OptiPlant E&C - PROD PVElite - PROD TANK - PROD Tekla - PROD BEC - HTRI ? BS is related to this list of application/s: HTRI Xchanger - PROD BEC - Local Business Applications ? BS is related to this list of application/s: 1C Accounting -E&C - PROD AUTOCAD - FFM - PROD (Frankfurt - Location) AUTOCAD - KRA - PROD Backup Service FFM - PROD Backup Service KRA - PROD CONVAL - KRA - PROD Data Center Monitoring FFM - PROD Digital Signature Token - PROD File Share Service FFM - PROD File Share Service KRA - PROD FSConverter - PROD Lantek Expert - PROD Lotus Notes E&C KRA - PROD Network Management FFM - PROD Network Management KRA - PROD Platnik E&C - PROD Scheduler Service E&C - PROD Symfonia - PROD Teta HR - PROD UPS Management KRA - PROD VMWare ESX FFM - PROD VMWare ESX KRA - PROD Zeta-HR - PROD BEC - Other Global Applications ? BS is related to this list of application/s: AEB - PROD ANSYS - PROD Concur E&C - PROD Deltek Acumen Fuse - PROD DHCP E&C - PROD IT Infra Monitoring E&C - PROD Project Mining E&C - PROD SAP BPC - PROD Shair - PROD Valoptia - PROD WSUS E&C - PROD BEC - Pelican-QRA & Risk management ? BS is related to this list of application/s: Pelican-QRA & Risk management - PROD BEC - PHA-PRO-or-PHAST ? BS is related to this list of application/s: PHA Pro - PROD Phast - PROD BEC - PISA ? BS is related to this list of application/s: PISA Plugin - PROD PISA Reports - PROD PISA Sales CRM - PROD BEC - PPSD ? BS is related to this list of application/s: KED PPSD - PROD BEC - PRIMAVERA ? BS is related to this list of application/s: Primavera - PROD BEC - ProMax or ProTreat ? BS is related to this list of application/s: PROMAX - PROD ProTreat - PROD BEC - PROSIM ? BS is related to this list of application/s: PROSEC - PROD PROSIM - PROD BEC - REFPROP ? BS is related to this list of application/s: REFPROP - PROD BEC - RMS ? BS is related to this list of application/s: RMS - PROD BEC - SCADA-or-PIPROCESSBOOK ? BS is related to this list of application/s: PIPROCESSBOOK - PROD SCADA E&C - PROD BEC - SiTech ? BS is related to this list of application/s: SiTech - PROD BEC - SmartPlant Suite ? BS is related to this list of application/s: Information Management 2019 V10 - PROD Intergraph Smart Licensing (ISL) - PROD Smart Materials v10.2 - PROD Smart Reference Data v10.2 - PROD Smart Sketch - PROD SmartPlant 3D 2019 - PROD SmartPlant 3D Interop Services SmartPlant Instrumentation V13 - PROD SmartPlant JetStream Services SmartPlant P&ID V11 - PROD SmartPlant SDx V10 - PROD SmartPlant Spoolgen V 9.2 - PROD BEC - SMR1D ? BS is related to this list of application/s: SMR1D E&C - PROD BEC - Standard Management System ? BS is related to this list of application/s: Standards Management System - PROD BEC - SULCOL-or-KGTOWER-or-WINSORP ? BS is related to this list of application/s: KG -Tower - PROD SULCOL E&C - PROD Winsorp - PROD LOGGING CATEGORISATION: Configuration item: Must contain the environment of the Application concerned as mentioned above against all the Business Service Situation: Incident Category: Application Subcategory: depending on issue Assignment group : according to Routing Rule TICKET TYPE: Temp field to be used until drop down is created for Incident ARTICLE TYPE: Assignment TEAM: Default route
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to extract data from the crystal reports. POSSIBLE CAUSES: After modifying the reports from the backend sometimes the user might not be able to see the data in Crystal reports. STEPS: The following steps help users to extract the reports when the data is not reflecting in Crystal reports. Step 1: Open BLAC application and click on Report Manager. Step 2: Click on Crystal reports refresh tool option. Step 3: Click on Start. Step 4: After all the reports are loaded as shown below click on Stop. STEP 5: Also, please make sure you have selected the relevant Operator such as Equal or Greater than etc. while filtering the Reports. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
BTS Oracle - Trial Balance (TB) of all CONSO4 entities period YYYY.MM-YYYY.MM
English
hezharjoyo.kaluny@as.corp.airliquide.com
49
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:33
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
31
2025-08-25 4:38:02
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: China user requesting for Trial Balance (TB) of all CONSO4 entities period YYYY.MM-YYYY.MM Refer to ADHOC065334 POSSIBLE CAUSES: Request for financial analysis and audit purposes. BEFORE YOU START: Require access to Oracle SQL Query ALPROD STEPS: Run query as follows: select 'YYYY-MM' ????, 'YYYY-MM ' ????, (case when V1.segment1 is null then V2.segment1 else V1.segment1 end) ??, (case when V1.segment5 is null then V2.segment5 else V1.segment5 end) ??, (case when V1.DESCRIPTION is null then V2.description else V1.description end) ????, (case when V1.acc_type is null then V2.acc_type else V1.acc_type end) ????, nvl(V1.YBQC,0) ????, nvl(V1.BBQC,0) ????, nvl(V2.YBJFFS,0) ??????, nvl(v2.bbjffs,0) ??????, nvl(V2.YBDFFS,0) ??????, nvl(V2.BBDFFS,0) ??????, nvl(V1.YBQC,0)+nvl(V2.YBJFFS,0)-nvl(V2.YBDFFS,0) ????, nvl(V1.BBQC,0)+nvl(V2.BBJFFS,0)-nvl(V2.BBDFFS,0) ???? from ( select gb.Period_year||gb.period_num, gcc.segment1, gcc.segment5, ffvv.DESCRIPTION, SUBSTR(ffvv.compiled_value_attributes,5,1) acc_type, gb.actual_flag, gcc.account_type, sum(gb.begin_balance_dr)-sum(gb.begin_balance_cr) YBQC, sum(gb.begin_balance_dr_beq-gb.begin_balance_cr_beq) BBQC from apps.gl_balances gb left join APPS.gl_code_combinations gcc on gb.code_combination_id=gcc.code_combination_id left join apps.fnd_flex_values_vl ffvv on gcc.segment5=ffvv.FLEX_VALUE where gb.Period_year='YYYY' and gb.period_num='MM' --to end month and gb.template_id is null and gcc.segment1 like 'CN%' group by gb.Period_year||gb.period_num, gcc.segment1, gcc.segment5, ffvv.DESCRIPTION, SUBSTR(ffvv.compiled_value_attributes,5,1) , gb.actual_flag, gcc.account_type) V1 full join ( select gcc.segment1, gcc.segment5, ffvv.DESCRIPTION, SUBSTR(ffvv.compiled_value_attributes,5,1) acc_type, gb.actual_flag, gcc.account_type, sum(case when gb.CURRENCY_CODE = 'RMB' then gb.period_net_dr_beq else gb.period_net_dr end) YBJFFS, sum(case when gb.CURRENCY_CODE = 'RMB' then gb.p...
Gideons - SIMX Data has not moved to the affiliate's country database
English
hezharjoyo.kaluny@as.corp.airliquide.com
7
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 9:35:16
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
5
2025-08-08 9:33:49
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: SIMX Data has not moved to the affiliate's country database. POSSIBLE CAUSES: 1. The AL Security Location country code is not a mandatory field. 2. But, the country code is mandatory to move the SIMX data to the affiliate's countries. STEPS: Follow the steps below to check if the SIMX data not moved to the affiliate's countries: 1. Open the AL Security application and select the country ALGEM. 2. Select the Regions menu and Location tab. 3. Select the supplier PO customer location, then check the Country textbox. 4. If it does not have a country code, please enter the country code,then click the "Save" icon. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability [Incident] Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
affiliate, airliquide, coa, coa raw data, com, corp, country, data, database, deepak, english, gideons, has, hasani-sc, hezharjoyo, kaluny@as, moved, not, not moved, raw, simx, supplier, supplier data
NaN
KB0013429
Non-standard software - installation
English
hezharjoyo.kaluny@as.corp.airliquide.com
2089
Guillaume CHIROL
Uncategorized
Published
2025-09-29 14:32:14
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
1290
2025-07-04 9:25:50
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls to install a non-standard application after getting request approved. BEFORE YOU START: BEFORE INSTALLING THE APPLICATION, CONFIRM IF USER ALREADY HAS A REQUEST FOR IT APPROVED. If Request was not approved: User must contact approver. If no Request done: Follow: KB0012053 If no installation source: User must download it from the internet or contact application support/owner. Please note: If the user does not provide the source for 3 work days, the Service Desk must cancel the ticket with the note for the user to contact us again once they possess the source. STEPS: 1 Connect to user's PC. 2. run .exe file as adm - input your admin credentials and assist user through the installation. 3. reboot if necessary In case the CATTASK needs to be pending, set the state of the request to "Planned with user" LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Non-Standard software request submitted.
airliquide, app, application, chirol, com, corp, english, guillaume, hezharjoyo, install, installation, kaluny@as, non, non-standard, software, standard
NaN
KB0021521
EPSR - Not categorized request
English
hezharjoyo.kaluny@as.corp.airliquide.com
6
Mateusz DREHER
Uncategorized
Published
2025-05-26 3:19:40
4
GIO Service Desk
NaN
#########
NaN
BEC - EPSR
NaN
NaN
NaN
0
2025-05-26 3:19:11
#########
NaN
BEC-ALAIR-L3
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User requested for new feature, new report or other not existing Services in EPSR. STEPS: Assign request to BEC-EPSR-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - EPSR Configuration item: EPSR - PROD Category: Application Subcategory: Support / Assistance Assignment group: BEC-EPSR-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
SCADA - unable to connect to ne-s-roze-hist1 server
English
hezharjoyo.kaluny@as.corp.airliquide.com
41
Marine PEREZ
Uncategorized
Published
2025-07-31 15:53:42
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
17
2025-02-18 6:59:42
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is calling that he/she is unable to connect to the SCADA server "ne-s-roze-hist1" STEPS: Ask user to contact the SCADA support. During business hours :- Email : customer.service@alizent.com- Ticketing : Leelou - phone : (+33) 5 67 31 69 29 During outside business hours :- Phone number: (+33) 5 67 31 69 28 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Situation: How-To/Question [Ad Hoc Request] Resolution Notes: User was directed to contact the SCADA support. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
CONCUR EXPENSE - approver cannot approve while having the needed rights and limit
English
hezharjoyo.kaluny@as.corp.airliquide.com
230
Linda CAPITAIN-SC
Uncategorized
Published
2025-06-26 10:59:14
4
GIO Service Desk
NaN
#########
3.00
Travel expense management
NaN
NaN
NaN
57
2025-06-26 10:58:57
#########
NaN
BCF-GLOBAL APPLICATIONS-WEB APPS
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: Approver can't approve the expense even though he/she has the approver rights on the user's entity as well as the proper approver limit. BEFORE YOU START: Double-check whether the approval limit and approver rights are correctly set up as per KB0012591 STEPS: Open an incident and assign it to CGI-FINANCE NONSAP-L3. LOGGING CATEGORISATION: Business Service: Travel expense management Configuration item: E-Expense Concur SaaS - PROD Category: Application Subcategory: Bug / Defect Assignment group: CGI-FINANCE NONSAP-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
EAPPS - E-EXPENSE - Employee cannot see HR approver from another affiliate
English
hezharjoyo.kaluny@as.corp.airliquide.com
48
Julia RAMLAN-SC
Uncategorized
Published
2025-07-30 5:31:05
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS
NaN
NaN
NaN
30
2025-06-06 5:16:38
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Employee cannot see HR approver from another affiliate. POSSIBLE CAUSES: 1) Employee is not set as approver yet 2) Employee is not set as external approver in other affiliate yet 3) Employee is already an HR approver in other affiliate BEFORE YOU START: 1) Ensure the approver is active and HR approval is activated STEPS: 1) Please check if the employee is also HR approver in other affiliate 2) If employee is also an HR approver in other affiliate, the same employee cannot be HR approver in another affiliate 3) Employee can only be general external approver for multiple affiliates. ** DO NOT UPDATE THE EMPLOYEE MASTERFILE, ALWAYS ADVISE USER TO REACH OPUT TO THE FSSC MDM TEAM ** LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: E-APPLICATION - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
affiliate, airliquide, another, apac, approver, com, corp, e-expense, e-expense - employee cannot see hr approver from another affiliate (apac), eapps, employee, english, hezharjoyo, hr, julia, kaluny@as, ramlan-sc
NaN
KB0012951
BTS CHROMEBOX FOR MEETING - how to start an instant meeting
English
hezharjoyo.kaluny@as.corp.airliquide.com
124
Matthew WIDELL
Uncategorized
Published
2025-07-23 8:37:24
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - CWS - HardwareforMeeting
NaN
NaN
NaN
42
2025-07-23 8:35:48
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User needs to start using a Chromebox for meeting (instant meeting or add the room linked to a Chromebox for meeting) Note: Chromebox for meetings is a video conferencing device connected to a TV/Screen, that enables you to meet and collaborate with colleagues, no matter where they are through Hangouts. STEPS: 1. Add a Chromebox to your meeting calendar invitations: Allow a video call in your new calendar eventSelect a room in which Chromebox for meetings is available 2. Start a meeting on Chromebox You can select your meeting name from the calendar available in the Chromebox If you know your Hangouts name, you can directly enter it using the remote control To create a new meeting from scratch, select "Start or join Hangout" and enter a meeting name you can later on share with your invitees LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related lineExplanation: Service desk will guide the user to set up the chromebox meeting by remoting to users PC. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution notes: Service desk will guide the user to set up the chromebox meeting by remoting to users PC. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
airliquide, bts, calendar, chromebox, chromebox for meeting, chromebox meeting, com, corp, english, enrollment, firts, firts usage, google, google calendar, google hangout, hangout, hezharjoyo, how, how to, instant, kaluny@as, matthew, meeting, start, usage, widell
NaN
KB0020435
Quest Dispatch Tool manual
English
hezharjoyo.kaluny@as.corp.airliquide.com
21
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-09-03 3:18:49
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - QUEST
NaN
NaN
NaN
13
2025-09-03 3:18:39
#########
NaN
BAP-HUB-QUEST-L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC Please refer to below document. https://docs.google.com/document/d/1hYFBlCJCcyNFbjeuZNegrja8khJW3fjYlDLSIL9PXHU/edit LOGGING CATEGORISATION: Business service: BAP - HUB - QUEST ARTICLE TYPE: Process
GIDEONS - Invoices not displayed on the Transaction Matching screen or unable to match
English
hezharjoyo.kaluny@as.corp.airliquide.com
28
Siti Noor WAHAB-SC
Uncategorized
Published
2025-09-12 5:09:49
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
18
2025-09-12 5:09:12
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: While the user is matching transactions, some invoices are not displayed. POSSIBLE CAUSES: Selected Invoice was transaction matched fully or RECORD_SATUS is T. BEFORE YOU START: Please make sure to include invoice No and screenshot to the ticket before assigning to L1.5 STEPS: 1. Check the balance unpaid and record_status of the invoice No. For example: SELECT BALANCE_UNPAID, RECORD_SATUS, * FROM INVOICE_HEAD WHERE INVOICE_NO in ('M14760','M12962') 2. If the BALANCE_UNPAID is 0, no balance is allowed to match. So balance_unpaid must be more than 0. For this case, explain it to the user. If RECORD_SATUS = T, the invoice is unable to be matched until its updated to U from the backend. For this case, escalate it to L2 to check further. Note: RECORD STATUS Record Status Description U Ready for matching (Considered for ATB and Reports) T Matching In progress (Considered for ATB and Reports) Z Waiting for Approval (Not Considered for ATB and Reports) Other Failed During Invoice Process LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Weekly Working Sheet unable to login POSSIBLE CAUSES: User forgot password BEFORE YOU START: ALFE homepage -> Function -> Project and Technical Division -> PEG -> Links (weekly working sheet) Forgot the password and can't login the "E&I weekly working sheet" system. URL: http://tw-alfe-intra1.as.corp.airliquide.com/workrecords/login.asp STEPS: Check with user do user know the password or forgot the password. If user forgot the password ask user provide ID. Example ID: 2812. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration Item: PC hostname Category: Application Subcategory: Account and Password Assignment group (if not L1):BAP-HUB-AODOC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-HUB-AODOC-L2
airliquide, bts, changhou, com, corp, e&i, english, hezharjoyo, kaluny@as, login, low-sc, sheet, unable, weekly, weekly working sheet, working
NaN
KB0044986
PC hardware - new device request
English
hezharjoyo.kaluny@as.corp.airliquide.com
215
Hassen HOUAIDI
Uncategorized
Published
2025-07-23 8:43:53
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
22
2025-07-23 8:43:17
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:Egypt ENTITY:ALL SYMPTOMS: User is calling because he/she needs assistance in requesting a new device (like Cartridge/Toner, battery, laptop, desktop or any hardware asset). STEPS: - Guide users to open a request and provide the link for "Need need device" like Cartridge/Toner, battery, laptop, desktop or any hardware asset. Request form: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=a86ada4c4ff2df00eaa6ab6ba110c779 - If user is having an issue with a hardware follow KB0044981. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user still receives authentication Pop-up window asking for credentials even after Windows password reset and basic network troubleshooting. STEPS: 1. Check the SEP group: Open Symantec -> go to HELP -> click on troubleshooting -> take a screenshot of the window and attach it to the ticket. 2. Do a resolution on the URL and check if it is a public IP or private IP. Run "nslookup" command on the given website in (example: CMD C:\Windows\System32>nslookup google.com) 3. Check if it is an external or internal URL: If the IP address starts with 172 or 10, it means it is an internal URLIf the IP starts with anything else than 172 or 10, it is an external URL 4. Before assignment, put the whole nslookup result into the description of the incident! In case it is an internal URL, the incident needs to be assigned to the GIO-SEC-AD-AUTHENTICATION SERVICES-L2. For an external URL, incident must be routed to GIO-SEC-PSS-RUN-L2_L3. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: GIO - SEC - Secure Internet Access Configuration item: Hostname of user`s pc Category: network Subcategory: Bug Assignment group: GIO-SEC-AD-AUTHENTICATION SERVICES-L2 or GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to use keepass password manager tool. STEPS: Share with user the following document: Starting with Keepass password manager Important note: one cannot recover the passwords in Keepass if the master pw is lost/forgotten. There is no 'reset my master pw' option. Info: If you have trouble viewing this document please click here LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Situation: Service Question / Assistance [Incident] Resolution Notes: SD provide user with the document on how to use Keepass TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to have access to application. New account needed. STEPS: Open a 'Show where to go' request foe 'IT Manager or related line' topic and assign request to BEC-eNCR-L2 LOGGING CATEGORISATION: Business service: BEC - eNCR Configuration item: eNCR - PROD Category: Application Subcategory: Access / Rights Assignment group: BEC-eNCR-L2 TICKET TYPE: Request ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User calls that he/she needs access; or to modify her profile to WILIE MOC STEPS Redirecting user to CARM to raise the request "WILIE MOC access"; Willie moc Modification or Willy moc delete. https://docs.google.com/presentation/d/13bLcWPSqms9Je9J-b3DCYaRdER8aBscoWCxpAj7NPWo/edit#slide=id.g6d11bac467_4_1 Go to CARM > My Accesses > Application> choose Willie Moc and add Willie MOC profiles 1. 2. 3. 4. LOGGING CATEGORISATION: Use template: GLOBAL - CARM - Request Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Situation: CARM - Target Application Access Request [Incident] Resolution Notes: Assisted user with submitting the request for WILIE MOC account creation in CARM. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, carm, com, corp, daniela, english, hezharjoyo, kaluny@as, moc, modification, pjetri-sc, wilie, wilie moc, wilie moc access, wilie moc carm, willie, willie moc, willie moc access, willie moc modification
NaN
KB0048361
Asset missing in MMS/CMDB - no machine is found
English
hezharjoyo.kaluny@as.corp.airliquide.com
50
Maik GERHARDS
Uncategorized
Published
2025-06-18 5:02:06
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
5
2025-06-18 5:01:23
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling regarding an issue but his/her desktop/laptop can be found neither in MMS/CMDB nor in Marimba Tool. STEPS: 1. Log in to Marimba Web console: http://marimba-ops.eu.corp.airliquide.com:8888/shell/info/getting_started.do 2. Click Reporting > Report Center 3. Fill out the search criterias as below: 4. If no machine is found, Marimba needs to be checked on the computer. If the machine exists in marimba, please follow KB0038956. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Assignment group: Onsite support For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: Users need access his/her concur account on smartphone. STEPS: 1 In Concur on your Computer: ? Set PIN for the Access on the Mobile Phone 2 On your Mobile Phone: ? Download the Concur App in Playstore ? Start the Concur App with your personal Access data LOGGING CATEGORISATION: Business service: BCF - Concur Travel Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will guide the user on how to access concur on their smartphone. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: The user reported he cant access Gideons DO Override or can't view the data BEFORE YOU START: Make sure that access has been given via AL Security User already submitted a CATTASK for Gideons Account/Permission Request via myIT corner. STEPS: Follow the below procedure to assign rights in Gideon Application: 1. Click the AL Security shortcut to launch the application. 2. AL Security Login screen is displayed. 3. Choose Gideons Application. 4. Select the Country of the user. 5. Click Security > Security Manager > Users 6. Search for the user ID 7. Click to highlight the user ID and hit EDIT 8. Go to User Groups tab and tick the FIN-CC: DO OVERRIDE 9. Go to Authorization tab and add ALL currencies to user's account. Make the limit as maximum. 10. Click Save. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: SD gives access and user able to view data ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is unable to print the delivery order STEPS: Login to GideonsWeb. On the main menu, navigate to Reporting > Configure Custom Report 2. Select the Report Template under the respective Report Number. 3. Once finish, click the Save button. 4. Re-print the DO again. LOGGING CATEGORISATION: Business service BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Printing issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
GIDEONS - WIP - Cylinder Content weight shown incorrectly on COA print
English
hezharjoyo.kaluny@as.corp.airliquide.com
27
Siti Noor WAHAB-SC
Printing / Devices
Published
2025-08-25 4:24:08
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
20
2025-08-25 4:23:37
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported Cylinder Content weight shown incorrectly on COA print when Cylinder Content has been updated correctly in recipe screen. POSSIBLE CAUSES: Cylinder content in COA-COC screen is not updated correctly. Advise user to update the cylinder content at COA-COC screen accordingly. Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: 1) Use the following query to check the NET_WEIGHT from COA_COC table SELECT C.NET_WEIGHT, * FROM dbo.SUPPLIER_COA_STAGING A INNER JOIN DBO.COA_COC C ON A.BATCH_NO = C.WIP_NO AND A.AL_PROD_NO = C.PROD_NO WHERE COA_COC_CERT_NO = 'A441440' AND C.PROD_NO = 'S00173' LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:Qatar / Saudi Arabia ENTITY:ALL SYMPTOMS: This KB aims to describe steps to manually configure Canon printers in Qatar and Saudi Arabia in case of urgent printing needs in case Uniflow is down. Generic printer driver available HERE STEPS: 1. Download the Driver folder and extract it to C:\Temp from the following link: Canon Generic Driver a) For QATAR - check the needed printer from the below list: SI Location Item Name Brand Model Serial IP Address Office 1. HO Printer Canon C5540 XVD02715 172.30.102.7 Right wing(Near Admin dept) 2. HO Printer Canon C5540 XVD02908 172.30.102.14 Left wing(Near CEO office) 3. HO Printer Canon C256 2FL03917 172.30.102.5 CFO(using without card access) 4. HO Printer Canon C256 2FL02857 172.30.102.6 HR 5. MIC Printer Canon C5540 XVD02907 172.30.104.14 1stFloor COMMON 6. MIC Printer Canon C256 2FL02864 172.30.104.15 RECEPTION 7. MIC Printer Canon C256 2FL03919 172.30.104.17 WAREHOUSE 8. RLIC/YANGO Printer Canon C5540 XVD02722 172.30.103.110 Maintenance engineer room 9. RLIC/QSTEC Printer Canon C5540 XVD02720 172.30.103.12 Control Room 10. RLIC/W8 Printer Canon C5540 XVD02718 172.30.103.14 Office 11. HO Printer Canon C256 2MT22549 172.30.102.220 Finance department 2. b) For Saudi Arabia check the below printer list: Model Number Serial No. IP Address Mac Address Uniflow Installed Site Model NumberSerial No.IP AddressMac AddressUniflow Installed?SiteIR-ADV C3525XTV16524172.30.60.684-BA-3B-16-DD-B7yesSA007IR-ADV C3525XTV16523172.30.23.5F4-A9-97-D5-B5-06yesSA008IR-ADV C3525XTV14649172.30.62.13584-BA-3B-13-43-ADyesSA009IR-ADV C3525XTV15270172.30.80.7784-BA-3B-16-D8-C8yesSA004IR-ADVC5550XVC03758172.30.80.7500-BB-C1-CC-B3-47yesSA004IR-ADVC5550XVC03579172.30.80.76F4-A9-97-AE-07-FCyesSA004IR-ADV C3525XTV16539172.30.49.1184-BA-3B-16-DD-EAyesSA006IR-ADV C3525XTV16549172.30.49.1284-BA-3B-18-78-78yesSA006 3. Go to Control Panel->Devices and Printers and click on Add Printer 4. Select The printer that I want isn't listed 5. Select Add a printer using a TCP/IP address or hostname 6. Type in the IP of the printer and hit Next 7. You will now have to select the correct driver, if you don't have the Canon Generic Plus PCL6 driver in the list, click on the Have disk option and navigate to C:\Temp and select the only file that will be available there and hit Open 8. Now select Canon Generic Plus PCL6 and hit Next to proceed with the configuration of the printer. 10. When the installation is finished print out a test page, if successful, ask the user to print out a document from their end as well. In case of issue, please follow KB0049096. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user or in case reassignment is needed: Business service: For AMEI: GIO - EUS - Local Support - AMEI Configuration item: name of the printer or na Category: Devices Subcategory: Printers
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User is using Microsoft Edge browser (IE mode) to access Oracle. However, after log in to Oracle Japan and access to homepage, there is no respond when user click any menu on the left side. The mouse cursor shows loading icon, but nothing appears when user wait for some time. POSSIBLE CAUSES: User forgot the password for E-apps BEFORE YOU START: 1. Make sure user is using IE mode to access Oracle 2. Make sure Edge browser pop up blocker is disable https://support.microsoft.com/en-us/microsoft-edge/block-pop-ups-in-microsoft-edge-1d8ba4f8-f385-9a0b-e944-aa47339b6bb5 STEPS: 1. Open Microsoft Edge, go to 3 dot > Setting 2. Search for "Internet" key word 3. Enable "Internet Explorer Mode Button" 4. Restart laptop for reflection and check again LOGGING CATEGORISATION: Business service: BAP - HUB ORACLE Configuration Item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will guide the user to enable internet explore mode for them to access oracle. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Medi Switch (EDI) - The submission is Stuck - EDI release
English
hezharjoyo.kaluny@as.corp.airliquide.com
28
Graeme WHITE
Uncategorized
Published
2025-09-03 3:26:36
4
GIO Service Desk
NaN
#########
NaN
BAMEI-South Africa-Local Business Applications
NaN
NaN
NaN
5
2025-09-03 3:26:04
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:South Africa ENTITY:BIS AMEI SYMPTOMS: The user is reaching out to the service desk reporting that EDI Submission is Stuck or not going through. STEPS: The release can be done by restarting Medi Switch application through the remote desktop connection. 1- Open remote desktop Manager under accessories menu: 2-Login with the following credentials : Click here 3- Finally, restart Medi Switch application: Please note that only one session can be launched at a time. If Ko, We need to double check the sent Item in the inbox are under 500 Mails. Steps: 1- Click on "Archive" 2- decrease the number of mails until you see less than (500) sent Items. If KO, assign incident to L1.5>>GIO-EUS-FS-SOUTHAFRICA-L2 LOGGING CATEGORISATION: Business service: BAMEI-South Africa-Local Business Applications Configuration item: Medi Switch - SSA - VAZA - PROD Category: Application Subcategory: Bug Resolution Notes: User was assisted to get the EDI Submission released TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, corp, edi, edi relese, english, graeme, hezharjoyo, kaluny@as, medi, medi switch, release, relese, stuck, submission, switch, white
NaN
KB0034564
Servitrax - desktop application does not start
English
hezharjoyo.kaluny@as.corp.airliquide.com
162
Marine PEREZ
Uncategorized
Published
2025-07-30 11:51:26
5
GIO Service Desk
NaN
#########
5.00
ALZ - Returnable Asset
NaN
NaN
NaN
38
2025-07-18 6:11:40
#########
NaN
ALZ-EU-GCS-Returnable Assets-L2
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: Application Servitrax is corrupted - User unable to start Servitrax due to error. Error: The source could not be found, although some or all of the event logs could not be searched. To create the source, you need permission to read all event logs to make sure the new source name is unique. Inaccessible Records: Security, State. STEPS: 1 - Uninstall the previous version of Servitrax from the Control Panel 2 - Reinstall Servitrax on user's PC a - Guide user to open a request on MyITcorner for Servitrax installation OR b - Install current Servitrax version from BBCA EU package inside BIS_EU: e_01012_alizent_servitrax-3.0.727_ml_48 AME package inside BIS_Americas: n_00035_alizent_servitrax-3.0.674_en_16 3 - Open the application from the Start Menu LOGGING CATEGORISATION: Business service: ALZ - Returnable Asset Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: We reinstalled Servitrax on the computer. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
ORACLE EBS R12 - Invoice approved in EPIC not interface into Oracle because of Payment Term
English
hezharjoyo.kaluny@as.corp.airliquide.com
181
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-20 7:09:04
4
GIO Service Desk
NaN
#########
4.00
BAP - HUB - ORACLE
NaN
NaN
NaN
190
2025-08-20 7:08:48
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User reported that invoice has been approved in EPIC but cannot be found in Oracle because of Payment Term error POSSIBLE CAUSES: 1) The Payment Term is not yet created in Oracle2) The Payment Term has been end dated in Oracle therefore is inactive STEPS: 1) Check the error of the invoice using COUPA Interface Reporting - EPIC Oracle Invoice Interface Report2) Error shows Payment Term Does not Exist3) Check the Payment Term used in the invoice in EPIC4) Ensure the Payment Term is created in Oracle based on the information in EPIC LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: ORACLE - PROD Category: Application Subcategory: Data issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Payment Term is created and active in Oracle based on the information in EPIC TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, approved, because, com, corp, ebs, english, epic, hezharjoyo, interface, into, invoice, kaluny@as, noor, not, oracle, oracle r12 - invoice approved in epic not interface into oracle because of payment term, payment, r12, siti, term, wahab-sc
NaN
KB0040052
BTS - Gideons- ECOA Extended functions
English
hezharjoyo.kaluny@as.corp.airliquide.com
23
Siti Noor WAHAB-SC
Uncategorized
Published
2025-09-29 14:34:43
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
5
2025-08-20 6:35:29
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User need assistance to set up ECOA STEPS: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User reported that cannot confirm and create DOs for few customers due to credit limit error but haven't exceeded credit limit in Gideons. POSSIBLE CAUSES: Credit Limit amount is compared with BLAC DO amount +Outstanding amount that's why the CL_Exceeds Column is Y. And BLAC do is sum of Qty PT actual of all the Do of that customer. STEPS: Check the credit limit using this script to compare BLAC and GIDEONS DO: SELECT BLAC_DO_AMOUNT,GID_DO_AMOUNT, * FROM [GDL].[ACCOUNT_AVAILABLE_CREDITLIMIT] LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user calls for access request on FSSC SNOW & Oracle ERP Access. BEFORE YOU START: Kindly ask the user what is the exact access role that they need. STEPS: Please guide the user to go to CARM and apply for the access role from CARM Advice user to refer with Manager or Colleague to confirm the specific access role that they would like to apply from CARM, if the user do not have any information about this LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory :Access / Rights Resolution Notes: Guide user to go to CARM to apply the access role accordingly. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: Standalone machine / PC - any functional or hardware issue For example : in United Arab Emirates attendance machine is not connecting In UAE attendance machine is used for creation of cards.. BEFORE YOU START: A standalone device is any mechanism or system that performs its function without the need of another device computer, or connection. they are dedicated for specific tasks/systems ( example for Kobelco system) - for sharing company news, screen plasma-s... For example : in United Arab Emirates attendance machine is not connecting. STEPS: 1. Guide user with basic troubleshooting: reboot, check cables etc. 2. For what the standalone machine is used for ( system name) : 3. Description of the issue 4. Error message: 5. All issues handled by the relevant Onsite teams together with the Supplier. 6. Assign incident to GIO-EUS-SD-AMEI-L1.5 LOGGING CATEGORISATION: Business service: According to the location: BAMEI- ( Country name ) Local infrastructure Example: UAE: BAMEI-United Arab Emirates-Local infrastructure, Tunisia: BAMEI-Tunisia-Local infrastructure Configuration item: PC Hostname Category: Devices Subcategory: According to the issue Availability and performance issue [Incident] Configuration issue [Incident] Connectivity [Incident] Hardware [Incident] Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 >>Onsite or BAMEI-EGYPT-NET&OT-L1(For Egypt) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
TPM locked- TPM is defending against dictionary attacks
English
hezharjoyo.kaluny@as.corp.airliquide.com
55
Maik GERHARDS
Uncategorized
Published
2025-07-29 17:19:20
6
GIO Service Desk
NaN
#########
4.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
17
2024-10-29 2:38:02
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This KB is L1.5 scope. User gets the following EM when he tries to Reset the PIN code. STEPS: You can check the status of the TPM using get-tpm from powershell ( in this case you can see that TPM is not ready) Solution: Upgrade TPM if its v1.2 Clear TPM. If not possible from tpm.msc do it from BIOS.Open Powershell as admin and disable the tpm: Disable-TpmAutoProvisioningInstall TPM 2.0 . ( the source file can be found in the workgroup drive or here ) it will require the bios PW: alPaSS2016 after that the computer will be restarted automaticallyAfter the restart make sure to open Powershell as admin again and enable the tpm: Enable-TpmAutoProvisioning (TPM ready should be True now) Proceed to reset the PIN code from control panel. Detailed steps can be found here LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Bitlocker - Recovery Key Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Situation: OS - Performance [Incident] Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Windows - looping - welcome page gets stuck - non hardware related
English
hezharjoyo.kaluny@as.corp.airliquide.com
35
Maik GERHARDS
Windows - Storage / Performance
Published
2025-05-22 4:43:55
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
43
2025-05-22 4:43:34
#########
NaN
GIO-EUS-ITAM-EUR-L3
? COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: Welcome page gets stuck while booting the PC. BEFORE YOU START: Please launch launch the Dell diagnostics: KB0011963 If an error is detected, check the warranty status of the PC, and based on it, follow the under- (KB0018850), or the out of warranty (KB0022715) process. STEPS: Open an incident, and send it to GIO-EUS-SD-EUROPE-L1.5 (to be assigned to field service). It is up to them to decide if remasterization is needed or issue can be solved by e.g. motherboard replacement etc. LOGGING CATEGORISATION: Ticket template to be used: 0_EU[DELL - break&fix] Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of the pc Category: Devices Subcategory: Operating System Assignment group: GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If SD received a call/chat from user related to one of the below issue Bot is not uploading / failed to upload / stop running / encounter an errorBot failed to remove Supplier NameBot unable to find the internal gsheetBot cannot download/run/close the GID reportBot for KL DO override failed to executeBot failed to update FX rateRPA has stopped producing ATB Output ReportRPA DO Override error / not workingRequest to update VAT data for [ENTITY, eg: ALMY, ALVN, ALSG] SOA RPA STEPS: Gather all the information from the user (error message, screenshot, number of users affected, report name, entity or country affected)Raise incident ticket and assign to the support team. LOGGING CATEGORISATION: Business service: BAP - HUB RPA Configuration item: RPA APAC - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-RPA-L2 ARTICLE TYPE: Assignment TEAM: BAP-COE-RPA-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Poor printer battery life Swollen printer battery POSSIBLE CAUSES: Battery life. Battery replacement or equipment replacement. BEFORE YOU START: Confirm the asset number/Printer name (i.e. ALJOBCPRNxxxx) STEPS: Request for replacement is needed. Assign to L2 LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Devices Subcategory: Printer Assignment group (if not L1): GIO-EUS-FS-JAPAN-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Healthcare Home Care - Unable to create Technician profile
English
hezharjoyo.kaluny@as.corp.airliquide.com
20
Gunalan BALAN-SC
Uncategorized
Published
2025-09-29 14:34:43
5
GIO Service Desk
NaN
#########
5.00
BAP - HUB - Healthcare
NaN
NaN
NaN
2
2025-08-20 6:23:15
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to search for the user's name from the list. POSSIBLE CAUSES: User is not assigned to the relevant group. STEPS: 1. Add assignment group "Technician" to the user's account in AL Security. 2. Navigate to HHC portal > Technician\ 3. Click Add New Record. 4. On the User ID field, search for the Technician's name. 5. Enter all details. 6. Click Save. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Printer - Unable to print using Bartender Client Machine
English
hezharjoyo.kaluny@as.corp.airliquide.com
73
J'Rose MATUTINA-SC
Printing / Devices
Published
2025-09-29 13:49:10
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
35
2025-07-08 10:05:37
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User unable to print using BarTender with the below error: BarTender: Error Message #0348 STEPS: Open up the services management console. Win + R to get the Run Command Type Services.msc 2.Search for the BarTender Licensing Service and check if it is running. If not, then select the service and click Start. Or right click on Service and then select start. Bartender Server Issue BarTender: Error Message #1402 1. Connect to the server referred to in the error (in this example ALSG-G102031-D) via VNC. 2. Open up the services management console. Win + R to get the Run Command Type Services.msc 3. Search for the Bartender Licensing Service If not, then select the service and click Start. Or right click on Service and then select start. LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - APAC Configuration item: Hostname Category: Devices Subcategory: Printer Assignment group (if not L1): L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, apac, bartender, client, com, corp, english, fix, hardware, hezharjoyo, how, how to, issues, kaluny@as, machine, machine issues, matutina-sc, print, printer, rose, unable, using
NaN
KB0018181
eApps - Invalid vendor and Interface failed
English
hezharjoyo.kaluny@as.corp.airliquide.com
69
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:31:01
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
57
2025-07-18 8:40:50
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Invalid vendor. Interface failed. POSSIBLE CAUSES: The employee supplier number from Oracle is not updated in the expense employee profile. STEPS: 1. Login to Expense application. 2. Click Admin and then EMPLOYEE menu. 3. Enter the valid Supplier No. 4. Click. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: eApplication - PROD Category: Application Subcategory: Bug Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to login to by his/her Alidaho account or the account is not in the right group/domain. STEPS: Open an incident and assign it to GIO-SEC-AD-AUTHENTICATION SERVICES-L2. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-SEC-AD-AUTHENTICATION SERVICES-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User called that he/she is unable to access Attendance module in Loop STEPS: 1. Clear Chrome browser cache 2. Logout/Login back to Loop If the problem persists means user is not authorized on the site (as not primary site) Contact facility manager of the site (KB0022408)User must be assigned to a team in Attendance LOGGING CATEGORISATION: Business service: BCF - LOOP Configuration item: Loop - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): L2 Field Support/OSS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article describes the steps to perform whenever an end-user is reporting that upon signing into Oracle R12 NAM or SAM, they are greeted by a message asking them to update their Java version. POSSIBLE CAUSES: In most cases the user does not require a Java update, the reason why they are getting this prompt is that the Oracle instance is not loaded by the browser in Internet Explorer Mode. BEFORE YOU START: If the users is experiencing other Java issues with Oracle/issues with opening responsabilities, please check steps in KB0042482 - Oracle R12 - Access issue Java Workaround STEPS: STEP1: Open MS Edge and click on the Ellipsis Menu (3 dots) at the top right corner, then select the 'Settings' option STEP2: On the left hand panel, select the 'Default Browser' option, then click on 'Add' next to the 'Internet Explorer mode pages' option STEP3: If the Oracle link that the user needs to use is missing, add it manually. Oracle NAM link: https://oracleprod.am.corp.airliquide.com Oracle SAM link: http://alprd12ap.sa.corp.airliquide.com:8003/ STEP4: After adding the needed link, go back to the tab of the Oracle page and refresh the page, it will open correctly LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Computer name Category: Application Subcategory: Support / Assistance Resolution Notes: Oracle link added to list of IE Mode sites in MS Edge. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Gideons - What can be done if a user is unable to save data in CMS?
English
hezharjoyo.kaluny@as.corp.airliquide.com
23
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:03
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
12
2025-05-07 8:18:50
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: What can be done if a user is unable to save data in CMS? STEPS: 1. Navigate to error log at the following URL - {server}/{country}/cms/api/elmah.axd2. Find the line that corresponds to the time at which the error occurred and the person who was doing the change3. Check to see where the error occurred. LOGGING CATEGORISATION: If the above steps did not solved the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
OBC Tablet - How to update system as administrator
English
hezharjoyo.kaluny@as.corp.airliquide.com
17
Muhammad Faiz BIN AZIZOL-SC
Uncategorized
Published
2025-09-01 10:30:21
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
5
2025-09-01 10:29:35
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User find a fatal security hole and need to update your system BEFORE YOU START: Make sure the tablet have internet connection. General flow: Change access point from OBC to Application > Update system > After the system update is complete, change the access point back to OBC STEPS: Tap on setting on Tablet screen. 2. Tap Network & Internet, then tap Mobile Networks. 3. Tap "Access Point Name". 4. Change from OBC to application by tapping application. IF the option OBC does not appear , please refer step 8~11 later to change back to OBC. 5. After changing to Application(application need to be selected) , proceed with to updating the system . On the left of the tablet select system > system update 6. We will continue to update until it is up to date.It will not be completed in one update, so perform it multiple times. a) If the update requires a restart, tap "Restart Now". b) If the download is paused, please check if there is a problem with the WiFi connection. c) If "Your system is up to date" is displayed, the update is complete. 7. Just in case, at "Settings" ? "Tablet information" ? "Build number", A101LV_S000155_220906_Q6350_JP Make sure it is set to: (Latest version as of 2022/10/13) 8. Change back application to OBC on Access Point Name(APN). If OBC option does not appear , tap on the + symbol at top right corner. 9. Change the values in these 4 places as follows. [name] > OBC [APNs] > sb1.osk-net3.ultina [username] > See list of Radius IDs. Click link below for Tab6. https://docs.google.com/spreadsheets/d/1tEZv4Z42Za25uCEyJXp12UIjFrSLs2IF0akQ2be787Q/edit#gid=0 For example: OBCSIM488@sb1.osk-net3.ultina [password] > OBC_ALJ5963 10. Tap ... at the top right of the screen, then tap Save. 11. You will able to see OBC option added once you saved. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Devices Subcategory: Operating System Resolution notes: Service Desk will guide the user on how to update system as administrator ARTICLE TYPE: FCR TEAM: L1
SAP - SSA - ALZA - request access to a transaction
English
hezharjoyo.kaluny@as.corp.airliquide.com
82
Debbie SMITH
Uncategorized
Published
2025-09-29 13:00:50
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
17
2025-08-04 8:18:35
#########
NaN
GIO-PCI-ITSM-Global Process Manager
COUNTRY/REGION:South Africa ENTITY:BIS AMEI SYMPTOMS: User needs to request access to a specific transaction for the SAP - SSA - ALZA application. STEPS: GRANT ACCESS TO A TRANSACTION CODE: transaction = single roles -> adhoc ticket (modify profile) -> My IT Corner catalogue request Manage user - Southern Africa request After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: MyITCorner Assistance request submitted.
Oracle : all the Account status whether is active or not active, enabled or disabled.
English
hezharjoyo.kaluny@as.corp.airliquide.com
21
Srichandra R-SC
Uncategorized
Published
2025-09-29 14:08:22
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
6
2025-09-01 9:36:15
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY: BIS APAC SYMPTOMS: COA account status whether is active or not active, enabled or disabled. For example, account AU01010.01.0199000000.A213010.213010.A00.A9X1.0.0, status is active and enabled For example : ADHOC1029948 POSSIBLE CAUSES: User will requested extract date or report. All the Account status whether is active or not active, enabled or disabled. BEFORE YOU START: Require access to Oracle SQL Please collect an information with user which entity STEPS: 1. please run query: select * from apps.gl_code_combinations_kfv where concatenated_segments like '%COA CODE%'select * from apps.gl_code_combinations_kfv where concatenated_segments like 'AU01010.01.0199000000.A213010.213010.A00.A9X1.0.0%' Enabled_flag if its Y then active else inactive LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Situation: Bug/Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Require to run query as follows select * from apps.gl_code_combinations_kfv where segment1 like<'%entity%'> TICKET TYPE: Incident ARTICLE TYPE: Process; Assignment TEAM: L1.5 Apps Team
account, account status .active or not active, active, airliquide, all, com, corp, disabled, enabled, enabled or disabled., english, hezharjoyo, kaluny@as, not, oracle, r-sc, srichandra, status, whether
NaN
KB0034286
Zscaler App - password to switch off
English
hezharjoyo.kaluny@as.corp.airliquide.com
467
Hamza MOKHTARI
Uncategorized
Published
2025-07-30 5:56:45
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
40
2024-11-18 2:30:10
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Zscaler must be deactivated in order to be able to troubleshoot anything further that is currently blocked by Zscaler. BEFORE YOU START: The categorization should follow the KB Applicable to the given issue. STEPS: Exit ZScaler and confirm ZSCALER - Logout/Disable Logout: Please contact with Floorwalker Disable: Please contact with Floorwalker ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Due to some unexpected behaviour of the Dell Data Protection it happened that external drives were automatically encrypted when theyre connected to an Air Liquide PC. STEPS: Decrypt the external device Get recovery key from the Dell Data Protection ConsoleUnlock external driveStop DellMgMTAgent ServiceStart and finish decryptionStart DellMgMTAgent Service Make sure that the PC receives the new GPO to avoid that it happens again: connect to the AL networkstart the Dell Data Security Console Minimize the Dell Data Security Console In the Icon Tray right click on the Dell Data Security Icon and check for policy updates POSSIBLE CAUSES: The behavior was stopped by rolling back to the previous Dell Data Security Encryption Policy on February 10th., 04:45 p.m. thus the issue shouldnt appear on PCs that were connected to the Air Liquide Network since then. LOGGING CATEGORISATION: Ticket template to be used: NA Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Devices Subcategory: Operating System TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: GIO-EUS-SD-APAC-L1
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to access Workday due to "Workday Sign in Error" BEFORE YOU START: Access is done via SSO, with OKTA authentication. Kindly follow KB0028505 If the user wants to access myHR via the phone app, user must have had mobile device registered in OKTA as well. If the issue persist, you can follow the below steps. With any functional issue: The concerned user has to raise a ticket via BSC myHR Help or Workday form and if HR teams need to escalate finally to IT, they will use the HRCASE! STEPS: 1. To access the MyHR system users should have an active internal CARM account. Please do not create a ticket for subcontractors employees. Click HERE to check if the user has an active internal CARM account. 2. The WorkdayID field in CARM is mandatory for all internal employees who are in the scope of Workday. Click HERE to check if the user has the correct workdayID information on the CARM profile. 3. Then check the email address in CARM and in MyHR. They must be the same address and MyHR profile must be aligned with CARM profile for email address field. 4. The concerned user has to raise a ticket via BSC myHR Help or Workday form and if HR teams need to escalate finally to IT, they will use the HRCASE. LOGGING CATEGORISATION: Business service: BCF-MYHR-SUPPORT Configuration item: myHR Help-Request - PROD (apply "Other" under "What is your issue about") Situation: Access [Incident] Resolution Notes: User was redirected to submit a ticket via BSC myHR Help TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: Unable to Generate report showing error message: Error Occurred when loading the report POSSIBLE CAUSES: Crystal report software not installed BEFORE YOU START: Check if its only affecting single/multiple users.If multiple users: Major incident process to be followedIf single user: follow steps to perform basic troubleshooting STEPS: Proceed to package path \\as-cn-fs01\public\software\AppSoft\Gideons9\Gideons?????_????\ALC Gideons Installation For IT\??????(Packages for Crystal Reports)Please follow path sequence file to install 1,5,2,3,4Just click next until finish. Once done install , require to install GTS report add-on path : \\as-cn-fs01\public\Software\AppSoft\GTS\GTS_Report_addin_tools LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: AL Security (Gideon) China - PROD Category: Application Subcategory: Installation / Deployment Resolution notes: Service Desk will guide the user to install the crystal report TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COA : Create Product Line[PL] assign Business Line[BL]
English
hezharjoyo.kaluny@as.corp.airliquide.com
26
Srichandra R-SC
Uncategorized
Published
2025-07-29 18:10:22
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
11
2025-07-22 5:54:14
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to create Product line in Oracle POSSIBLE CAUSES: Create Product Line[PL] assign Business Line[BL] STEPS: 1. Create Product Line[PL] assign Business Line[BL] Navigator : General Ledger Manager / Payable Admin a) Setup-> Flexfields->Key->Values->Open b) Product Line: Tick Value Set fieldFind AL_AFF_PRODUCT_LINEAdd PL, you need to add under the BL.Click Find c) Press Add for create new Product Line(PL) d) Create: Input PL value /PL description and tick enabled '' e) Select ; Allow Budgeting =Yes Allow Posting = Yes Click Save LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Slowness when printing with OBC Printer POSSIBLE CAUSES: ?????Bluetooth??????????? 2021?1??????????（????：ALJOBCPRN0501～）?????????????Bluetooth??????????????????? ??????????????????????????????????????? BEFORE YOU START: Check if the printer was purchased after Jan 2021. STEPS: Check when the device was purchased. Usually the device was purchased after Jan 2021 (asset number ALJOBCPRN0501～) , the Bluetooth transmitter inside the printer should have been updated. Use until broken. For printer broken issue, assign to OSS for further support. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Devices Subcategory: Printer Assignment group (if not L1): GIO-EUS-FS-JAPAN-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user calls regarding issues on connecting to Cube/Shift via excel due to obsolete libraries. STEPS: Install the below packages via marimba online ODBC 32bit https://marimba.apps.airliquide.com:5282/BIS_EU/Components/e_00736_mysql_connector-odbc-3.51_en_2_3 or 64bit https://marimba.apps.airliquide.com:5282/BIS_EU/Components/e_00736_mysql_connector-odbc-3.51_en_4_4 OLEDB https://marimba.apps.airliquide.com:5282/BIS_GHO/Components/o_00027_microsoft_sql-as-oledb-15.0.600.141_fr_30 SQL Server Management 32bit https://marimba.apps.airliquide.com:5282/BIS_EU/Components/e_00751_microsoft_sql-server-mgmt-studio-2008r2_en_2_2 or 64bit https://marimba.apps.airliquide.com:5282/BIS_EU/Components/e_00751_microsoft_sql-server-mgmt-studio-2008r2_en_4_4 If you are unable to see the SQL Server Management in Marimba online, please download and install using this link- https://drive.google.com/file/d/1WXgPiUkab5Ocrf0REmtzXeYXdY-ml2fu/view?usp=sharing Remote into users PCRun as ADMIN, restart users PC and ask to try again You may refer to below link for the download packages in case unable to push installation from Marimba. https://docs.microsoft.com/en-us/analysis-services/client-libraries?view=asallproducts-allversions LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Funtional / Technical Issue Assignment group (if not L1): BAP-COE-BI-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User is calling to set a default program to open a file or change the association which was used before. STEPS: Option A 1. Right click on the file. 2. Choose Open with. 3. Click on 'Choose another app' 4. Choose the application which one you would use. 5. Tick the option "Always use the selected program to open this kind of file" Option B 1. Open Default Programs by clicking on the magnifier and typing default, then selecting ' Default app settings' 2. Scroll down and select 'Choose default applications by file type' 3. Search for the file type, click on the program currently association with it, then from the list select desired program. If no other programs are installed that are able to open the file type or protocol, your choices will be limited.) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows AssistanceFor which topic: Windows Feature -o-Resolution Notes for Cattask: Submitted request via Windows Assistance MMS Catalogue In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Support / Assistance Resolution notes: SD set the default program accordingly ARTICLE TYPE: FCR TEAM: L1
airliquide, app, change, change default app to open file, com, corp, default, default program, english, file, file opening, gerhards, hezharjoyo, kaluny@as, maik, open, open a file, opening, program, select, select program, set, set a program, set default program, software, windows
NaN
KB0041730
Comeen Play - access the platform
English
hezharjoyo.kaluny@as.corp.airliquide.com
81
Arnaud HENRI-SC
Uncategorized
Published
2025-08-27 4:09:12
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - CWS - Digital Signage
NaN
NaN
NaN
16
2025-08-27 4:08:49
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance with access the platform of Comeen Play. BEFORE YOU START: User must have a Comeen Play account already. If it not yet the case, redirect user to the site admin as per KB0041728. STEPS: 1. Once user's is created, they will receive an email with the access link to the platform and their login details. 2. Connect to https://login.new.play.comeen.com/ and Click on Sign-in with Google. 3. Once the user logged in to Comeen Play, he/she will be taken to the personalized homepage. LOGGING CATEGORISATION: Business service: GIO - EUS - CWS - Digital Signage Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user how access the platform of Comeen Play. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: SYMPTOMS and STEPS: 1. How to input dot . There are 2 types of keyboard ?QWERTY????? ???????? 1. ???????????????????????????? ??????????????? ????????????????? 2. ?????????????????????????.???????????? ??????????????????????? ? QWERTY????? ? ??????? ????????????????????????????????（?１）?????????????? （?１） ????????????????? ?????OK? ?????? ? ???（.） ?????? ? ???（,） ?????? ? ??????（*） 3. ?.?????????????? 2. How to change keyboard type 3. How to change input 4. How to change keyboard size 5. How to change input ??????? １． ????????????????????????? ２． ??????????????? ３． ?????????????? ???????????????????????????????????? ４． ??????????????????? [?????QWERTY???????] [??????????????] ５． ???????????????????????????? ??????????????１???????? ????????????????????????????????????????????????????QWERTY????????????????? 6. How to input capital later ???????????? １． ??????????????????????????? ２． ??????????? ?A?a???????????????????????????????? ???????????????１??????????? ?QWERTY??????? １． ????????????????? ? ?１?????? ２． ? ???????????????????????????????????? ? ???????１?????????????????????????????? ? ??????１???????１?????????????????? LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC
airliquide, al, al security, alc, china, com, corp, deepak, english, gcc, gideons, groups, hasani-sc, hezharjoyo, kaluny@as, locations, matrix, module, security, user groups and locations matrix
NaN
KB0042836
IOT4BOS - Issue Summary
English
hezharjoyo.kaluny@as.corp.airliquide.com
440
Marine PEREZ
Uncategorized
Published
2025-05-27 6:20:03
4
GIO Service Desk
NaN
#########
NaN
ALZ - Remote Asset
NaN
NaN
NaN
191
2025-05-27 6:19:47
#########
NaN
ALZ-AME-GCS-Remote Assets-L2
COUNTRY/REGION:GLOBAL ENTITY:IM entities SYMPTOMS: IOT4BOS support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) IOT4BOS an Industrial IoT platform based on the latest Cloud technologies (AWS) that will be fit to connect any IM industrial asset (tank, trailer, bundle, cylinders...), with scalability up to 100,000s of assets or even millions if needed. Importance: Used daily to monitor IM & HC tanks Vendor Info: ALIZENT Applicability: Users AL worldwide User access: Users must request IOT4BOS credentials via CARM only. They need to select IOT-4BOS in the New access menu and tick the right hub accesses they need (see screenshot below). No access query is expected via MMS. For any request on GTIS Box please use this KB0042792 For any request on Kercom please use this KB0042793 For any request on Telemetry device use Dalia (KB0042803) or Lexa(KB0042805) STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, Assess the priority 4. Assign the ticket to the hub support group: EU/AMEI ALZ-EU-GCS-Remote Asset L2 APAC: ALZ-AP-GCS-Remote Asset L2 AME: ALZ-AME-GCS-Remote Asset L2 5.- Only in case of P1 incidents kindly inform to the appropriate support team by region: AME: +1-514-876-2855 or +1 800 707 0135Option 4 SupportOption 2 for TelemetryAPAC & EU: +33 1 40 88 95 69 LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: IoT4BOS - PROD Category: Application Subcategory: Accordingly Assignment group (if not L1): EU/AMEI: ALZ-EU-GCS-Remote Assets-L2 APAC: ALZ-AP-GCS-Remote Assets-L2 AME: ALZ-AME-GCS-Remote Assets-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Alizent Team
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to be able to connect to Air Liquide network outside of the office (needs to have Okta account and VPN account to get into the right Active directory group). First time to access Ivanti/VPN. STEPS: Check in Active Directory if user is member of the VPN groups: If not a member, ask user to request the Secure remote access account in CARM. It includes VPN and Okta account creation. 1.Ask user to request the Secure remote access account in CARM. It includes VPN creation. Login to CARM. 2.Direct user to click in Automatic Login, My Access tab> choose "Request new access" and select from the Tab the option Secure Remote access. 3.Choose role > fill justification > click submit my request Inform user they can check status of the request in "My Request" tab, if request is pending on approval, they can find info who should approve it (user can chase this person to approve the request). NOTE: If user is a member (SRA_SG_STDUSER-EU_P new name of vpn group, UG-VPNSSL-STDUSER old name of vpn group), most possible has the SRA account already requested, follow the OKTA troubleshooting or Ivanti (Pulse) troubleshooting. 3. Raise a request for the user https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=77f3ae6393f8a610cddef0718bba10da&searchTerm=sdr 4. Close the Cattask generated by the Request LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: CARM RequestReason: User needs access to Secure Remote / VPN / Ivanti In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User called regarding Winshuttle Studio installation for SAP side-by-side usage. BEFORE YOU START: This is a non-standard application that requires an approved My IT Corner installation request in order to perform. STEPS: System requirements:https://winshuttle-help.s3.amazonaws.com/studio/en/connect-sap/help/12/system-requirements.htmWinshuttle Studio installation Download the latest version of Winshuttle Studio to the user's PC form here version 24.0 Download all files to your local PC and move them to "C:\Windows\SysWOW64", replace the existing files You SAP connection wont work if you dont replace the files (Studio will close without any message Open Winshuttle Studio, choose "Foundation" and click "OK" Copy http://wshuttle-prod.eu.corp.airliquide.com/ for PROD or http://wshuttle-pprd.eu.corp.airliquide.com/ for PPRD to the field "Foundation website Address" and keep "Default Windows credentials" LOGGING CATEGORISATION: Applicable to L1 analysts: Update the concerning CATTASK with a note that the user chased his/her request. L1.5: close the related Cattask Resolution Notes: Installed the requested non-standard software. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1 / L1.5
Learn to install Canon uniFLOW Online on your Laptop/Desktop
English
hezharjoyo.kaluny@as.corp.airliquide.com
4926
Sebastien PLAUD
Uncategorized
Published
2025-09-29 12:54:17
7
GIO Service Desk
NaN
#########
3.67
GIO - EUS - MPS
NaN
NaN
NaN
83
2025-01-10 8:31:44
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
This article will help you to install Canon uniFLOW Online on your Laptop/Desktop Install Canon uniFLOW Online on an Air Liquide Laptop/Desktop The purpose of this tutorial is to explain the steps that must be followed to be able to enroll in uniFLOW Online for the fist time after automatic installation on your laptop or desktop.These action will allow you to print from your laptop/desktop to new Canon printers using your badge.Video of the tutorial: Prerequisite Have a laptop/desktop on the Air Liquide network or connected to a VPNHave marimba client installed (installed by default)Have an open session and connect to Google Kite on your laptop/desktop (you can open mail for example) Step 1 When the marimba "Restart Required" pops up, select "Reboot the machine" and "Right Now". Then press "Ok". Step 2 When the computer restarts, the Set up uniFLOW Online pop up will appear. Select "Continue with Air Liquide KITE Account". Step 3 A window showing the redirection to the external browser will appear to complete the connection process: Step 4 A window will automatically open on your browser. Click on your Kite account: Step 5 Setup is complete. Do not press Enter on your keyboard . Please click on "Start" with your mouse button. Step 6 You can check that the installation is completed by expanding the hidden icons in the menu bar. You should see the uniFLOW SmartClient icon as below. Step 7: Receiving login details and badge registration on new printers (please follow the tutorial How to link your badge to your uniFLOW Online account with the new Canon printers after the printers come to your site). When you have completed all the steps above, you should receive two emails. The uniFLOW Online PIN must be kept carefully hidden. 1st email: 2nd email: The UniFLOW Online PIN is a 4-digit code that allows you to: Link a badge to your uniFLOW Online Account the first time you use Canon printers.The device is equipped with a card reader to, register an unknown card.Log in to the printer if you don't have a badge or if you forgot/lost it. The Card Registration Code should not be used. To register your badge with the new printer (once they have been delivered to your site), please follow the tutorial How to link your badge to your uniFLOW Online account with the new Canon printers Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Office Viewer No longer available/provided since 2018
English
hezharjoyo.kaluny@as.corp.airliquide.com
21
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-08-25 3:44:16
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
4
2025-08-25 3:42:56
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Office Viewer No longer available/provided since 2018 STEPS: If you receive enquiry from user requesting to install Office Viewer to view MS Office document, explain to user that it is no longer available/provided since 2018. · Instead, ask user to use https://chrome.google.com/webstore/detail/office-editing-for-docs-s/gbkeegbaiigmenfmjfclcdgdpimamgkj/related. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution note: Service desk will guide the user to install office editor from google webstore ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling with the problem that he cannot see the environments in SAP (like Opera, Chorus, Hana, Align...etc) in SAP 760 and 770. POSSIBLE CAUSES: SAP Logon Pad has been manually installed or BBCA installation is corruptedMissing SAP Config installation from BBCAIncorrect "sorting view" setting on SAP Logon Pad BEFORE YOU START: Do not RE-install SAP when the environment is missing. reinstallation has nothing to do with the issue. In case the user is still using a version lower than 770 of the SAP Logon Pad, kindly redirect him/her to My IT Corner to raise the request for the SAP Logon Pad 770 installation as per KB0019506. (Except for South-Africa because they should use 760.) The users should have the following 2 element installed (Except for South-Africa because they should use 760.):g_01380_sap_sappad-uni-7.70p8_en_16 g_01562_sap_sap-logon-pad-config-1.1_en_48 In case the user has the version 770, continue with the steps below. STEPS: 0. Please make sure that SAP Logon Pad - 770 g_01380_sap_sappad-uni-7.70p8_en_16 is correctly installed via BBCA - KB0013143 1. Install from BBCA: g_01570_gio_sap-reg-landscapeformatenabled-1.0_en_48 OR push via marimba : g_01570_gio_sap-reg-landscapeformatenabled-1.0 OR Open Regedit as Admin and go to this path: [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\SAP\SAPLogon] double click on "LandscapeFormatEnabled" and set the value to "1". The file "saplogontree.xml" will be generated in the "Common" folder. 2. Check/clean up the folder : C:\Users\luc.melen\AppData\Roaming\SAP\Common to only keep SAPGUILandscapeGlobal.xml [size must be (60KB)]. 3. Run gpupdate /force if the file is not containing the right list of sap environments. 4. Start Sap Logon pad LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Managed Apps SAP Configuration item: Hostname Category: Application Subcategory: Availability and Performance Issue Resolution Notes: SAP has been correctly installed and configured. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Protreat - licence server change - unable to connect
English
hezharjoyo.kaluny@as.corp.airliquide.com
19
Dariusz SLOWIK
Uncategorized
Published
2025-09-29 14:32:17
5
GIO Service Desk
NaN
#########
NaN
BEC - Windows Device
NaN
NaN
NaN
3
2025-08-11 8:39:16
#########
NaN
BEC-EIT-SNow-AppMgmt
COUNTRY/REGION:Germany/Poland ENTITY:BIS E&C SYMPTOMS: Protreat - unable to connect due to licence server change. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: 1. On User's PC install HASPUserSetup.exe:HaspUserSetup.exe(open in new tab) 2. Go to internet browser and put http://localhost:1947 in 3. Go to Configuration > Access to Remote License Managers 4. Type "SAEC-ECLMAP01" in the text field 5. Press "Submit" LOGGING CATEGORISATION: Business service: BEC - WINDOWS DEVICE Configuration item: pc name, license client Category: Application Subcategory: Availability Resolution Notes: User was assisted to connect to Protreat TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS KB describes an internal process. User is calling but you cannot find his name in MMS, if he is calling from Switzerland, she/he is most probably a part of a depot. User is calling from Switzerland and need to use a general SAP account. STEPS You can search for depot names in AD following the Authentication procedure: (SD agent will contact CARM manager (Markus Bonino) and Temporarily Validate Requested For identify), once you verified that the user is part of a depot, you can open a ticket on the name of Markus BONINO. These tickets must be handled as other ones. Examples in AD and SAP for a depo user: If issue related to Windows password please assist user with windows password reset: KB0011363. If issue related to SAP password reset please assist user with SAP password reset: KB0011744. ARTICLE TYPE: Process TEAM: L1
ad, airliquide, but, carbagas, carbagas depo, carm, com, coming, corp, depo, depo in ad but not in carm and snow, depots, english, hezharjoyo, how, kaluny@as, log, luc, melen, mms, not, sap, sap depo username, snow, software, swiss, tickets, user is not in mms (snow), username, users
NaN
KB0020467
E-Travel Service Desk Guideline
English
hezharjoyo.kaluny@as.corp.airliquide.com
13
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-11 12:58:31
4
GIO Service Desk
NaN
#########
NaN
Travel expense management
NaN
NaN
NaN
1
2025-09-11 12:56:58
#########
NaN
BEU-FICO-IM-EL-MEDGAS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user called regarding e-travel, inquiry, account creation and other concerns. Please note: The above is for all regions in APAC except for China/Taiwan STEPS: Please inform the user to contact their local HR for further assistance as this is out of scope. Reminder: Kindly use the below template and send it to the user before cancelling the ticket. Thank you for contacting the Service Desk, regarding your query on e-travel the team that manages them are the local FSSC team. Please kindly contact your HR who will assess and direct your request/query to the FSSC team. Thank you LOGGING CATEGORISATION: Business service: Travel expense management Configuration item: TRAVEL REPORTING - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will advise user to contact local HR for assistance. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: After user quits chrome and open it again all cache and cookies are cleared automatically.. user looses history, OTP activation. STEPS: 1.Scroll down and click Privacy and security > Cookies and other site data 2.Click the More icon > Settings 3.Turn off the setting Clear cookies and site data when you quit Chrome LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will guide the user clear the browsing history TICKET TYPE Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, browser, cache, chrome, clear, com, cookies, corp, data, english, harold, hezharjoyo, history, kaluny@as, ousset, quiting, site, site data, when
NaN
KB0050698
Windows - SIM card option is not available - if not solved by L1
English
hezharjoyo.kaluny@as.corp.airliquide.com
29
Maik GERHARDS
Windows - Storage / Performance
Published
2025-09-29 12:51:52
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
8
2025-05-22 4:57:27
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: SIM Card option is not available (Settings > Network & Internet > Cellular ). BEFORE YOU START: Please follow KB0050695. STEPS: Create an incident, and assign it to L1.5. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - [WINDOWS] Driver install/upgrade Business service: GIO - EUS - UWP - Windows OS Category: Devices Subcategory: Operating System Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
VNC Connect / Real VNC Cloud - Possible error messages
English
hezharjoyo.kaluny@as.corp.airliquide.com
420
Alexandre CAMPOS-SC
Uncategorized
Published
2025-07-30 11:46:00
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
67
2024-10-15 3:32:13
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
REGION:AMER ENTITY:BIS AMER SYMPTOMS: Trying to make a remote connection to user´s computer and getting an error message. BEFORE YOU START: The desktop application must be installed on the agent´s computer, and agent must be logged in to his/her account. In order to activate your RealVNC Cloud account please follow THIS guide. Once the RealVNC Cloud account is setup you find detailed steps in THIS usage guide.To make a remote connection it is NECESSARY that the end user´s computer is connected to the Air Liquide Network or any other public or personal network. To find the computer and get access to it you must select "Air_Liquide_IT" group on the left list. Do not copy and paste the computer name on the search bar, instead type it and once it appears on the drop down list, select it with 1 click . STEPS: Error messageScreenshotSolutionHosted- Peer- to- peer error: Connectivity could not be established 1.- Zscaler service is not enabled, therefore is necessary to guide user to enable the service.2.- Another solution is to make the remote connection with Giolac credentials, in this case it is necessary to have user to disconnect from AL network and get connected to any public internet service (Hotspot can work) VNC Server is not listening connections from the cloud 1.-User is not connected to AL network nor public network, to establish connection user´s computer must be connected to any network by Wi-Fi or LAN cable No such host found with this name 1.- Computer name must be re-validated from the Windows Start Menu>Settings>system>about. 2.-Do not copy and paste the name of the computer, type it and once it appears on the drop down list, select it from there. 3.-As a work around, you can close VNC Cloud connect, and re open it. You can also test using the VNC signature When connection is successful, you will see a window like next: Which credentials to use? It depends on the network connectivity from the user. 1.- If user is connected to the Air Liquide network - Use admin credentials for remote connection 2.- If user is connected to any public or personal network - Use Giolac Credentials for remote connection ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to know who changed a file and when in Google Docs, Sheets or Slides. BEFORE YOU START: User needs to be the Owner or has to have "Can edit" access to see the revision history. STEPS: 1. In Google Drive, open your file. 2. From Docs, Sheets, or Slides, select File > Version history > See revision history. 3. Each alteration done to the file will be shown. It will contain Names of people who edited the document.A color next to each persons name.The edits they made appear in that color. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Google - assistance Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Situation: Service Question / Assistance [Incident] Resolution Notes: Assisted user with how to check the version history of the edited file on Google Drive. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: DT data do not appear after manual consolidate. BEFORE YOU START: Open Quest > Consolidate STEPS: In consolidate interface, click on Create new Digitaco button Click on OK button when below alert message appears Select Depot, Driver ID, Start/End date and time and click on save button Click OK when below message appears Try to search again to check the data successfully created or not LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: Service Desk will assist the user to create new digitacho TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
airliquide, com, corp, create, create new digitacho data, create new dt data, data, digitacho, dt, english, fernandez-sc, hezharjoyo, how, japan, kaluny@as, mariacecelia, new, quest, quest japan
NaN
KB0056376
Oracle Edit / Modify Description Error
English
hezharjoyo.kaluny@as.corp.airliquide.com
17
NaN
Uncategorized
Published
2025-07-09 11:37:34
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
6
2025-07-09 11:32:19
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User needs to edit or modify description in Oracle. BEFORE YOU START: Check in CARM if user got active Oracle access.Ensure that user can login to Oracle application. STEPS: For Oracle description error which needs to be edited or modified, please assign the ticket to L1.5. Sample Oracle Description Error: If Function (fn) key is enabled, Press f11 to get into the query mode. Then press Ctrl+f11.If Function (fn) key is not enabled, Press fn+f11 to get into the query mode. Then press Ctrl+fn+f11.To enable Function (fn) key, Press shift+fn LOGGING CATEGORISATION: Business service: BAP - HUB ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
GIDEONS - WIP - At eCOA report, the shelf life printed wrong value
English
hezharjoyo.kaluny@as.corp.airliquide.com
67
Siti Noor WAHAB-SC
Printing / Devices
Published
2025-08-20 7:55:52
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
57
2025-08-20 7:55:27
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported that at eCOA report, the shelf life printed wrong value. It's not supposed to be 0 as product shelf life setting has values. POSSIBLE CAUSES: The recipe's shelf life is not updated. STEPS: . Check the recipe shelf life. The report is fetching the shelf life value from recipe instead of from product: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: User is calling, because there is an issue with a rack in the OT Box. Below there is an image of the OT Box and all of its components: Rack: (Number 4 on the picture) the rack itself is the enclosure where all of the elements above are contained. The rack will provide some physical security with the door and lock and power through its internal power units to feed electricity to all of the OT Box components. PS: the power itself is provided by the site, and not by GIO. STEPS: Open an incident ticket and assign to GIO-CS-SD-WINDOWS-L2. LOGGING CATEGORISATION: Business service: GIO - CS - OT.Box Configuration item: server name Situation: Bug/Defect [Incident] Assignment group: GIO-CS-SD-WINDOWS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
EE Customer & Distributor Data Management and Invoicing
NaN
NaN
NaN
3
2025-07-28 8:00:44
#########
NaN
BEU-CYL-CADEX-L2/L3
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is calling the he/she is receiving the following error message for the iAladin Oracle error message: Failed to validate certificate BEFORE YOU START: Before updating Java (as it implies financial consequences) please download and install Amazon Corretto: https://docs.aws.amazon.com/corretto/latest/corretto-21-ug/downloads-list.html STEPS: At the moment the only possible workaround solution (confirmed and suggested directly by Oracle Inc.) is to disable "Certificate revocation checks" in Java Control Panel.Documentation on how to do that: LOGGING CATEGORISATION: Ticket template to be used: 0_EU[iALADIN/BAR+] Incident Cases Business service: EE Customer & Distributor Data Management and Invoicing Configuration item: IALADIN ORACLE - PROD Situation: Bug/Defect [Incident] Resolution Notes: "Certificate revocation checks" was disabled in Java Control Panel. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Business Partner - Citrix installation on a NON Air Liquide computer
English
hezharjoyo.kaluny@as.corp.airliquide.com
929
Daniela PJETRI-SC
Uncategorized
Published
2025-07-29 20:16:24
5
GIO Service Desk
NaN
#########
NaN
GIO-CS-EUR-PaaS Virtualization
NaN
NaN
NaN
273
2025-06-24 8:59:24
#########
NaN
GIO-CS-SD-CITRIX-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article describes the steps to perform in case a Business Partner (BP) user contacts the Service Desk asking for assistance to set up Citrix on their computer. These BP users typically don't have Air Liquide computers, so the SD has limited scope to assist the users as we cannot remote into the end-users' PCs. Our scope is to verify user accesses and provide assistance by guiding the user to perform the needed actions described below. BEFORE YOU START: Please always check if the user is using Air Liquide Citrix (in the link there should be the name "airliquide.com" e.g. https://partners-eu.vpn.airliquide.com/dana/home/index.cgi We support only the AL Citrix! The Pulse Application Launcher is not affected by the Pulse rebranding to Ivanti, the process described here still applies! Connection to Citrix via Okta: partners-eu.vpn.airliquide.com/okta/partners-am.vpn.airliquide.com/okta/airgas.vpn.airliquide.com/oktapartners-sa.vpn.airliquide.com/okta/partners-as.vpn.airliquide.com/okta/partners-za.vpn.airliquide.com/okta/https://argcitrix.am.corp.airliquide.com/Citrix/ARGStoreWeb/ If the Business Partner does not have administrator rights on their PC or if the Pulse Application Launcher is not whitelisted within their company, the user will need assistance from their own external local IT team to install it. A prerequisite to use Citrix is to install Citrix Workspace from https://www.citrix.com/downloads/workspace-app/ Another very important component that the user has to install is the Puls Application Launcher. Below is a guide on how it needs to be configured, this can be shared with the end-user: https://docs.google.com/presentation/d/1v-Jjw4t9TCgzBBIoOeZf2BpuL0qRFO6zIKjulNSaLy4/edit#slide=id.g2b09cb66907_0_3 . You can also share the user guide: Make sure the user has Citrix partner access in CARM: my access - Secure remote access - Business Partner - Select your location Other articles regarding Business Partners: KB0011681 CARM - Business Partner account creation (EU) KB0012197 Business Partner - Citrix installation on a non AL computer (GLOBAL) KB0012196 Citrix - Cannot log in - password reset for citrix account (EU) KB0011678 AL accounts -Difference between subcontractor and business partner account (GLOBAL) KB0011931 Citrix - Install Citrix Receiver/ Online plug-in (EU) STEPS: First Time Connection: 1. The user needs to open the Citrix environment that they need to use (example: partners-eu.vpn.airliquide.com ) in Google Chrome or in Edge 2. Authenticate with OKTA and then the user will arrive to a similar looking page (here they will need to select the option that they need). 3. Now the user will need to sign in with their AL AD credentials (typically firstname.lastname and their AD password - you can refer to it as the password they also use for OKTA) 4. Now the user will see a message asking them to download a new component for their session to work, the component will be called Pulse Application Launcher. They should download the app and click on it to install it (if it is requiring admin rights but the user does not have the rights, they should contact their external IT team to get assistance with the installation). 5. When this is installed, they should follow the instructions on the Citrix page asking them to click on the HERE option to continue (might look slightly differently). 6. After clicking on this option they will see the below popup stating that the Pulse App Launcher wants to open, hit open and wait for other Pulse components to be updated to the needed version and then the Citrix Desktop will finally open. Issues after an update to the Pulse Application Launcher: It can happen tha the user is calling because they are getting the below error when trying to open their Citrix applications: This error means that their Pulse Application Launcher is not working anymore. Here are steps to follow in this case: 1. Ask user to open the Control Panel on their PC and go to Programs and Features. 2. Ask user to go down in the list of apps and locate the Pulse Application Launcher in the list, then uninstall it.3. After this the user needs to remove ALL OTHER Pulse components, depending on the computer, they will have 2-4 more components to remove. 4. After this, the user can log back into Citrix and connect again, upon opening the app/virtual desktop they need to use, they will need to redownload and install Pulse Application Launcher and the rest of the components as described in the 'First Time Connection' section of this KB. LOGGING CATEGORISATION: Business service: For BIS Europe : GIO-CS-EUR-PaaS VirtualizationFor E&C end users : BEC - XEN InfrastructureFor BIS HHC : BHC - Other applicationsFor Americas: GIO-CS-AMER-Application and Desktop Virtualization Configuration item: Citrix Workspace - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: SD provide user further assistance as per above troubleshoot steps TICKET TYPE: Incident TEAM: L1
air, airliquide, al, bp, business, business partner user, citrix, citrix needs to be installed for non al user, com, computer, corp, daniela, english, hardware, hezharjoyo, installation, installed, kaluny@as, liquide, needs, non, partner, pjetri-sc
NaN
KB0044902
OT Box - switch issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
63
Adriano PINAFFO
Uncategorized
Published
2025-09-29 14:48:15
5
GIO Service Desk
NaN
#########
NaN
GIO - CS - OT.Box
NaN
NaN
NaN
8
2025-02-05 7:05:04
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: User is calling, because there is an issue with a switch in the OT Box. Below there is an image of the OT Box and all of its components: Switches: (Number 2 on the picture) Switches are usually the 2 components that are below the firewalls and they are placed one on top of the other. In some rare instances the rack may have no switch, or have switches that are not managed by GIO (eg. CE cluster sites) STEPS: Open an incident ticket and assign to GIO-NET-SUPPORT L1. LOGGING CATEGORISATION: Business service: GIO - CS - OT.Box Configuration item: server name Situation: Bug/Defect [Incident] Assignment group: GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
BTS Quest How to consolidate when trip status is "Trip completed by driver/Planned Delivery"
English
hezharjoyo.kaluny@as.corp.airliquide.com
50
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-09-12 5:12:06
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
67
2025-09-12 5:11:31
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: The trip already consolidated and Nippo number has appeared but trip status shows Trip completed by driver. BEFORE YOU START: Please get below information from user: Trip numberTrip dateDriver ID STEPS: Open Consolidation screen and search for above information Double click on target driver as per above screenshotDouble click on target trip as per below When trip screen appears, click on Save icon as per below screenshot. Next, Click on Exit button as per screenshot below. At below screen, click on Exit icon Below message will appear and click NO Click on Save button as per below LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC Configuration Item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support and assistance Resolution Notes: SD will open the Consolidation screen by using Trip number, Trip date and Driver ID. TICKET TYPE: Incident ARTICLE TYPE: Process, FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to maintain eDN Contact email STEPS: 1. Launch the BLAC Portal. 2. Navigate to Main Menu > Maintenance > Installation 3. Search for the Child Customer Number 4. Click on the "Add Contacts" button 5. Under the Contact Type, select EDN from the dropdown menu. 5. Enter the email address. 6. Once done, click on the "Add" button. You can refer to the video recording below. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Availability Assignment group (if not L1): L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
BTS - EPIC - Vendor/Supplier unable to register login to Coupa
English
hezharjoyo.kaluny@as.corp.airliquide.com
39
NaN
Uncategorized
Published
2025-08-20 8:58:10
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
9
2025-08-20 8:56:15
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Vendor/Supplier unable to register to login Coupa Supplier Portal (CSP) STEPS: Get confirmation: If before the supplier/vendor able to login Coupa Supplier Portal (CSP) before, please refer to KB0041084.If this first time the supplier/vendor try to register login to Coupa Supplier Portal (CSP), escalate the ticket to EPIC team. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Access / Rights Configuration item: EPIC - PROD Assignment group (if not L1): BAP-HUB-EPIC-L4 ARTICLE TYPE: Assignment TEAM: BAP-HUB-EPIC-L4
Gideon - How to Request for Collection Management Note Bulk Data Upload in Gideons
English
hezharjoyo.kaluny@as.corp.airliquide.com
51
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-09-11 13:15:13
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
9
2025-09-11 13:14:14
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User would like to request for Collection Management Note Bulk Data upload in Gideons BEFORE YOU START: Advice / inform end-user that the request could be done by self-service. STEPS: Provide user with the article guidance from MyIT Corner of Collection Management Note Bulk Data upload in Gideons. URL: https://airliquide.service-now.com/myitcorner?id=kb_article&table=kb_knowledge&sysparm_article=KB0050900 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Availability Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
airliquide, bulk, bulk data upload, collection, com, corp, data, english, gideon, gideons, hezhar, hezharjoyo, how, how to request for collection management note bulk data upload in gideons, joyo, kaluny-sc, kaluny@as, management, management note bulk data, note, request, upload
NaN
KB0026395
GIDEONS - Receipt was created in Gideon, however it didn't appear under 'Banking Slip'
English
hezharjoyo.kaluny@as.corp.airliquide.com
95
Julia RAMLAN-SC
Uncategorized
Published
2025-08-25 4:11:01
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
69
2025-08-25 4:10:41
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported receipt was created in Gideon, however, it didn't appear under 'Banking Slip' which has caused the receipt status can not be changed to 'Banked' and does not flow to Gideon POSSIBLE CAUSES: If the receipt has been fully matched (MATCHED = Y, BALANCE UNPAID = 0.00), this receipt won't appear under 'Banking Slip' since none of the condition above is met. STEPS: 1) Check the receipt status by using this query: SELECT MATCHED,BALANCE_UNPAID, DUE_DATE, * FROM [GID].[Gvw_Receipt_Search] WHERE RECEIPT_NO = 'XXXXXX' Banking Slip only shows receipts with the following status: 1) Not Banked - MATCHED = 'N' 2) Banked - MATCHED = 'B' 3) Unmatched Banking - MATCHED = 'Y' and BALANCE_UNPAID >= 0.01 4) Post Dated Cheques - MATCHED = 'N' AND DUE_DATE > TODAY'S DATE LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, appear, banking, banking slip, com, corp, created, didn, english, gideon, gideons, hezharjoyo, however, julia, kaluny@as, not, not shown, ramlan-sc, receipt, receipt didn't appear, shown, slip, under
NaN
KB0052755
BAR PLUS Business supporter not found
English
hezharjoyo.kaluny@as.corp.airliquide.com
8
Srichandra R-SC
Uncategorized
Published
2025-09-02 11:30:23
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BAR+
NaN
NaN
NaN
1
2025-09-02 11:29:06
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User unable find Bar Plus Business supporter drop down list Refer to : INC1514277 STEPS: 1. Please get detail user name or email address unable find in drop down list 2. Check to ALS[Dong] select access level = Business Development and click save 3. For L1.5 can check query 4. Email user to test again and confirm LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - BAR Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Bug Assignment group (if not L1):L1 or L1.5 Resolution Notes: Business supporter not found TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1/L1.5
airliquide, bar, bar plus business supporter not found \n business supporter, business, com, corp, english, found, hezharjoyo, kaluny@as, not, plus, r-sc, srichandra, supporter
NaN
KB0022529
Oracle - Transfer of Purchase Requisition ownership
English
hezharjoyo.kaluny@as.corp.airliquide.com
33
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:31
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
13
2025-08-20 11:41:34
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: The user who is responsible to the Purchase requisition is no longer with Air Liquide and need to transfer the Purchase Requisition to a new person. BEFORE YOU START: Require access to Purchasing Manager role This process only can be executed if user request the transfer and confirmed the listing of Purchase requisition are correct. POSSIBLE CAUSES: New person who is supposed to be responsible of handling the Purchase requisition is unable to view and require the transfer of ownership. STEPS: 1. Identify the old persons and new persons employee information Example: Request to transfer from: Old person: 20227761, ?? LIU Xiao New person: 20228412, ?? wen xin 2. Search the list of Purchase Requisition under old person: 3. Get confirmation from user before do the Purchase Requisition transfer. 4. To transfer, access to Purchasing > Requests > Mass Update of Requisitions 5. To confirm, you may check the new changes in Purchase requisition: 6. Email user to inform about the changes and close the ticket after user has confirmed that he able to view the Purchase requisition. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC _ SYMPTOMS: Drivers are having issues with the Mobi App. Mobi Enrolment Procedure (see attached PDF file) STEPS: This happens when there are issues in the tablet itself. In the Mobi App Dashboard click on the Diagnostics button and it will send the current tablet data as json to the server. Use the following query to run and get the data json. SELECT * FROM MOBI_ERRORS WHERE CONSIGN_NO = @ConsignNo NOTE: MOBI application has permanently been shut down for AU Healthcare (AUHC). For hospitals under NSW Health, we are looking for a workaround. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug/Defect [Incident] Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
CUP 11 - Windows 11 Upgrade desktop shortcut is missing
English
hezharjoyo.kaluny@as.corp.airliquide.com
1174
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:35:32
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
334
2025-05-28 9:42:09
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: CUP 11 Windows Update end in the following error after started by Advertisement Pop Up or Windows11upgrade shortcut from desktop POSSIBLE CAUSES: Windows 11 upgrade desktop icon is part of the CUP 11 Marimba package, so a missing file might be caused by the the failed or pending installation on BBCA. BEFORE YOU START: Prerequisites: Make sure that the PC has 42 GB or greater available disk space Make sure that the PC is connected to Internet (NOTE: If Zscaler or Cortex isnt correctly configured on the PC that can cause internet access issues)Make sure that the PC is conneted via Charging CableMake sure that all components are present in BBCA and in C:\_INSTALL\CUP11_2023 (~12Gb)Make sure that PC has not reached the END OF LIFE or will be in 2024, THOSE pc are excluded from the update For more information: https://learn.microsoft.com/en-us/windows/whats-new/windows-11-requirementsThe deployment of CUP packages is currently suspended for Latitude 5430 models until further notice. Users with such PCs will not get all the packages until the outstanding issues with this model are addressed by Dell/Microsoft. STEPS: In case the shortcut is missing from the desktop, please go to BBCA and verify if the update packages are installed: SCENARIO 1 - No CUP 11 Marimba package is subscribed: please ask the user to wait for the updateSCENARIO 2 - CUP 11 Marimba package installations are in progress: please check the status in BBCASCENARIO 3 - CUP 11 Marimba package is installed, but desktop icon is missing from the list: please install the missing desktop icon via BBCA https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_007_desktop-icon-1.0_ml_32 All compatible devices are part of automate Windows 11 upgrade. If the upgrade is not completed by the end of this month, we will suggest opening a ticket with onsite support to re-image the device LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Windows - peripheral device still not working after driver update
English
hezharjoyo.kaluny@as.corp.airliquide.com
1138
Maik GERHARDS
Windows - Storage / Performance
Published
2025-08-22 11:42:15
4
GIO Service Desk
NaN
#########
4.50
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
281
2025-08-22 11:41:56
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls that he/she cannot hear anything / sound not working / camera is not working / Wifi connection not working / keyboard not working properly / Touchpad is not working after driver update. STEPS: Log an incident and assign it to Onsite support. For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 For AME: ticket must be assigned to the corresponding Field Services team LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Devices Subcategory: Peripheral device Assignment group: Onsite For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Global ENTITY:all (except SEPPIC) SYMPTOMS: The user contacts with any issue, or question related to the One2Team R&D business app. BEFORE YOU START: One2Team R&D is not the same as ONE2TEAM used by Seppic users. This KB is not for Seppic users. STEPS: Please always check first https://docs.google.com/spreadsheets/d/1LXIHz8G7nWwxxH1z7ixHL0CVsWlB2mEZfqxs6b430lQ/edit#gid=348460910 You can send the guide to the user. If the answer cannot be found in the guide or there is any issue, any bug in the application, open an incident ticket and reassign it to BGMT-R&D-BUSAPP-Support LOGGING CATEGORISATION: Business service: BGMT - R&D - Business App Configuration item: One2Team R&D - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BGMT-R&D-BUSAPP-Support (if you just provided guidance and no further support is needed, close the Incident) Resolution Notes: The user guide has been provided to the end user. TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1, Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to set up OBC Sales Measurements ? STEPS: 1.DO a query the data table group data and filter by category CG SELECT DISPLAY_FLAG, * FROM GROUP_DATA WHERE GROUP_CATEGORY = 'CG' 2. Set the DISPLAY_FLAG field to 1 for the requested sales measurements available in the country Example of list of sales measurements: Weighbridge in Customer site Weighbridge in Source Gauge-Conversion Table (Trycock) Gauge-Flowmeter Weigh station Gauge - Simple Manual Volume Calculation 3. Advise user to log off/on the OBC device after completing pending transaction, to see the changes taking effect LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-BLAC-L2
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance with their Workday mobile application. BEFORE YOU START: Workday is a cloud-based system that allows employees to work anywhere and anytime provided they are logged into the Air Liquide network. Workday allows you access to your work-related actions at work and on the go! You can download the Workday app to your Android or Apple smart device and access the business processes you use most right at your fingertips. For Workday concerns refer to KB0021293 The Mobile OS version is important when connecting to Workday from phones and needs to be checked. iPad and iPhone devices running iOS 16 or higher. Android mobile running on Android 12.0 or higher. Please note: sometimes the user must enter an "Organization ID" (AirLiquideHR) in order to get the option to login with SSO. STEPS: Access the Workday Mobile Application with Okta Step 1: Authenticate Your Device with Okta You must authenticate your personal device through the Okta/Multi Pass service to use Workday for Air Liquide on your personal smart device. From your web browser go to the Okta dashboard https://login.airliquide.com/ Step 1 Access the Okta Dashboard from a browser at https://login.airliquide.com. Step 2 Enter your professional email address and click Next Step 3 Enter your Windows password and click Verify. Step 4 Click on Okta Authenticate Mobile section in Settings The Okta Verified Mobile Enrollment QR code appears on the screen. You can continue to task 2. Step 2: Download Workday app from Google Play or Apple App Store To install and sign in to Workday on your Android device: Open Google Play Store. Tap Search. Enter Workday. Tap Install and accept the application permissions. Tap Open to launch the Workday app. Complete initial set-up steps, including agreeing to license agreements and entering company settings. Enter Tenant as: airliquide Tap the Get Started! button. Tap Sign In. The Okta app will come up and ask you to confirm if it's you who tried to log in. Confirm it is you and the Workday app will come up. If not, simply minimize the Okta screen and go back to the Workday application by a Click on the back button. Workday will prompt you to create a PIN for Workday. Follow the prompt and sign in with your new PIN. Laptop or Computer You can access Workday from your personal laptop or computer using Okta. Copy the Workday link to your browser (Chrome or Explorer) and confirm on Okta prompt that it's you who's trying to access. Workday Single Sign-On (SSO) Link: https://wd3.myworkday.com/wday/authgwy/airliquidehr/login.htmld Trouble to login? Try the following Note 1: A common reason why Okta is not working is there is an extra space _ created by the device at the end of your username / email (e.g.: first.name@airliquide.com_). Delete the space at the end of your email address before submitting. Note 2: If Okta authentication is not working for the Workday app for first time users, try using the Okta on your pc to authenticate. To install and sign in to Workday on your iPhone or iPad: Navigate to the App Store.Enter Workday in the search field and select Workday from the search results.Tap Get > Install.Tap Open once the app has downloaded.Tap the Settings icon and enter your companys Tenant: airliquideEnter Web Address as https://wd3.myworkday.com and tap Save.The Okta app will come up and ask you to confirm it is you.The Workday app will come up (if not, simply minimize the Okta screen and go back to the Workday app.) Workday will prompt you to create a PIN for Workday. Follow the prompt and sign in with your new PIN. (Tap OK to enable push notifications) For how-to inquiries, users can access to https://site.airliquide.com/air-liquide-taiwan/how-to-set-up-myhr-on-mobile-en where they download or view user guide, watch tutorial videos and view references guides and Job Aids. They can also contact the workday champions listed from the link below: https://site.airliquide.com/airgas/myhr LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User confirms that Workday mobile application is working properly TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, android, app, application, browser, cellphone, chirol, com, corp, day, down, downtime, english, guillaume, hezharjoyo, hr, install, ios, iphone, issues, kaluny@as, login, mobile, nam, password, payroll, phone, request, reset, sign, signin, smartphone, software, sso, technical, telephone, time, troubleshooting, unable, work, workday, workday work day hr hr password reset login down downtime app access sso payroll time login issues request technical payroll and time nam access signin smartphone cellphone install unable sign browser sign in android iphone phone telephone mobile application android ios
NaN
KB0041731
BTS Power BI Project - no data in sales module
English
hezharjoyo.kaluny@as.corp.airliquide.com
197
Nezha GRADA
Uncategorized
Published
2025-09-29 13:55:37
5
GIO Service Desk
NaN
#########
NaN
GDO-BI-Self BI
NaN
NaN
NaN
107
2025-08-27 4:09:23
#########
NaN
BAP-COE-BI-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to see any data in Sales modules in Power BI. STEPS: Open an incident and assign it to GDO-BI-SUPPORT-L3 LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: Bug / Defect Assignment group: GDO-BI-SUPPORT-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GDO-BI-SUPPORT-L3
airliquide, bi, bts, bug, cannot, com, controlling, corp, data, defect, english, finance, finance & controlling, functional, grada, hezharjoyo, im, issue, kaluny@as, led, missing, module, nezha, no, power, power bi, project, sale, sales, see
NaN
KB0018252
BLAC - Enable/Disable Trip Cost, Trip Break Time, Trip User Feedback
English
hezharjoyo.kaluny@as.corp.airliquide.com
5
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:43
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
7
2025-06-17 5:15:30
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Enable/Disable Trip Cost, Trip Break Time, Trip User Feedback STEPS: 1. For Trip Cost, search data table obc parameter for TRIP COST parameter 2. Set the parameter value to true SELECT * FROM OBC.PARAMETER WHERE PARAMETER_DESCR = 'TRIP_COST_REQUIRED' 3. For break time, search data table for obc parameter BREAK TIME parameter4. set the parameter value to true SELECT * FROM OBC.PARAMETER WHERE PARAMETER_DESCR = 'BREAK_TIME_REQUIRED' 5. For feedback, search data table for obc parameter SERVICE_EVALUATION_REQUIRED parameter6. set the parameter value to true SELECT * FROM OBC.PARAMETER WHERE PARAMETER_DESCR = 'SERVICE_EVALUATION_REQUIRED ' If the above steps did not solved the issue, raise an incident with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-BLAC-L2
airliquide, blac, break, break time, com, corp, cost, deepak, disable, enable, english, feedback, hasani-sc, hezharjoyo, kaluny@as, obc, time, trip, trip cost, user feedback
NaN
KB0021822
GIDEONS - Account/access creation
English
hezharjoyo.kaluny@as.corp.airliquide.com
283
Peter RIZKALLA
Uncategorized
Published
2025-07-30 5:52:44
5
GIO Service Desk
NaN
#########
NaN
BAMEI - GIDEONS APPLICATION
NaN
NaN
NaN
90
2025-06-17 9:38:44
#########
NaN
BAMEI-EGYPT-GIDEONS-L1
COUNTRY/REGION: AMEI-EGYPT ENTITY: BIS EUROPE SYMPTOMS: User calling to request GIDEONS access or account creation. STEPS: Guide user to create a request through : Home > myITCorner Catalog > IT Applications > Business Application > GIDEONS- User requests LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
e-Expense - How to create new employee in E-expense
English
hezharjoyo.kaluny@as.corp.airliquide.com
511
Julia RAMLAN-SC
Uncategorized
Published
2025-06-02 11:10:42
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - EAPPS
NaN
NaN
NaN
66
2025-06-02 11:10:09
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC / Taiwan ENTITY:ALES/EASIA SYMPTOMS: User unable to login to E-expense portal. POSSIBLE CAUSES: User account is yet to be created in e-Expense portal. BEFORE YOU START : a) Ensure that the user is ALES/EASIA employees (check from Google Contacts https://contacts.google.com/ or CARM (https://carm.apps.airliquide.com/Carm/CarmInit.do) b) Request the new employee details below : 1) COMPANY : 2) COST CENTER : 3) PRODUCT LINE (IF ANY) : 4) APPROVER NAME/EMAIL ADDRESS : 5) SUPPLIER/EMPLOYEE NUMBER : 6) DIVISION : 7) DEPARTMENT : STEPS : 1. Login to E-Expense portal (URL : http://as-asc-eapps.as.corp.airliquide.com/expense/#/settings/employee/en-us)2. Navigate to Admin > Employee 3. Click on the New Employee button on the top right corner of the screen. 4. On Domain User ID field, click on the Search icon. 5. Select Country and enter the user ID in the text box. Click on the Search icon. 6. Select the employee name by click on the hand icon. 7. Once the employee name selected, the Domain User ID and email address will auto-populated. 8. Fill in the rest of the details. 9. Click on the Save button. If the user/ticket requestor does not provide the employee's number, you can check in CARM portal. STEPS TO CHECK EMPLOYEE DETAILS IN CARM 1. Login to CARM : https://carm.apps.airliquide.com/Carm/CarmInit.do) 2. On the search box, type in the Employee Name. Click Enter. 3. Click on the Employee Name. 4.Find the Workday ID. NOTE: Kindly take note that this account creation is strictly for ALES/EASIA employees only. For China employees, please refer to KB0024773. For India employees, please refer to KB0030331. For ALFE and employees from other entities, please refer to KB0020120. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: eApplication - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Account successfully created in e-Expense portal. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Passwords and PIN Codes: The Digital Keys to Our Security
English
hezharjoyo.kaluny@as.corp.airliquide.com
74
Eugenie DUCREUX-SC
Uncategorized
Published
2025-09-04 5:54:29
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
0
2025-09-04 5:54:11
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
In our digital era, passwords and PIN codes (Personal Identification Numbers) are essential methods to protect our personal information, secure transactions, and ensure access to our online accounts. In this article, we will explore the history, usage, management, and storage of these two security mechanisms, as well as their evolution over time. The Origin of Passwords and PIN Codes: Passwords originated in the 1960s to fulfill the need to secure access to any confidential data. Similarly, PIN codes were introduced in the 1960s with the advent of electronic payment cards, providing a simple method to verify the cardholder's identity during transactions. The Importance of Passwords and PIN Codes Today: Passwords and PIN codes play a crucial role in our digital lives. Passwords are used to protect access to a multitude of online accounts, while PIN codes secure our debit and credit cards, mobile phones, ATMs, and various other devices. These security mechanisms are essential to prevent cyberattacks and ensure the confidentiality of our information. Management of Passwords and PIN Codes: Proper management of passwords and PIN codes is crucial to maintaining the security of our accounts. It is recommended to use strong passwords and PIN codes, consisting of a combination of uppercase and lowercase letters, numbers, and special characters, making it harder for hackers to guess. Additionally, it is essential never to disclose this information to third parties and to change them regularly. Secure Storage of Passwords and PIN Codes: To ensure secure storage of passwords and PIN codes, it is highly recommended to use encryption methods. Online services and password management applications often offer encryption options to protect this sensitive information. However, it is important to choose reputable and reliable providers and take additional measures to protect access to these services, such as using multi-factor authentication (MFA). Alternatives to Passwords and PIN Codes: In response to the challenges associated with password and PIN code management, new authentication methods are emerging. Biometrics, such as facial recognition or fingerprints, offer compelling alternatives. Multi-factor authentication (MFA) and passwordless authentication technologies are also gaining popularity, combining different forms of identification to enhance security. Conclusion: Passwords and PIN codes are fundamental elements of our digital lives, ensuring the protection of our information and transactions. By choosing strong passwords and PIN codes, managing them securely, and remaining vigilant, we can strengthen our security. As new technologies emerge, it is important to stay informed about security developments and adopt best practices to protect our accounts and sensitive information. Understand the differences between a password and a PIN code:
COUNTRY/REGION:EGYPT ENTITY:BIS EGYPT SYMPTOMS: user calling to unlock for their HITS account . BEFORE YOU START: The HITS account creation is done by the HR . STEPS: Ask user to raise request through : Home > All Catalogs > IT > Applications > Business Application > HITS LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
Windows - Windows Hello Login PIN cannot be set up
English
hezharjoyo.kaluny@as.corp.airliquide.com
54
Matthew WIDELL
Windows - Storage / Performance
Published
2025-09-29 12:51:50
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
4
2025-07-11 6:21:51
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Windows Hello login PIN cannot be set up. BEFORE YOU START: A Windows Hello PIN Code is an easy way to remember secret login code. It is a minimum of 8 digits. The PIN only works on one computer. Windows Hello is fully secured with using a dedicated component on the device. (If user has multiple devices, Windows Hello needs to be set up separately, as it is specific to the device.)BEFORE TROUBLESHOOTING: always clarify with the user whether they have an issue with Windows Hello setup itself or Windows Hello as an authenticator in OKTA! STEPS: Open an incident and assign it to Onsite support. For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Assignment group: corresponding Onsite support For EU/AMEI GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Next day schedule does not appear at shipping company dispatch tool. STEPS: Go to link and check if there is any irregular data at Trip Status ID and Check Flag for the shipping companyGo to this link to check the status in BLAC Take screenshot of all the info and escalate to Hub IT team. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, appear, com, corp, day, does, english, hezharjoyo, japan, kaluny@as, muhdnursafwan, next, next day schedule, not, quest, quest japan, questjapan, salehudin-sc, schedule, schedule not appear
NaN
KB0045053
How to connect a bluetooth device in windows
English
hezharjoyo.kaluny@as.corp.airliquide.com
61
Luigi GANDOLPHO-SC
Windows - Storage / Performance
Published
2025-07-29 22:06:09
28
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
5
2024-09-24 10:40:24
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
1) How to connect a bluetooth device in windows PREREQUISTES -Windows user -Bluetooth Device BEFORE YOU START:Please make sure the end-user has enable / activate the Bluetooth feature from their device before pairing with the computer _________________________________________________________________________________________________________________________________________________________________________________ Step 1: Open windows seetings Step 2: Select "Devices" option Step 3: In "Bluetooth & other devices" turn on the bluetooth Step 4: Click "Add bluetooth or orther device" Select "Bluetooth" Wait until the device is available. Step 5: Select the device from the list that you want to connect Wait until it is paired.Click done. _________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, bluetooth, bluetooth paired, com, connect, connect bluetooth, corp, device, english, gandolpho-sc, hardware, hezharjoyo, how, kaluny@as, luigi, paired, software, windows
NaN
KB0041286
Oracle- APP-PO-14376. Please enter a GL date within an open Purchasing Period.
English
hezharjoyo.kaluny@as.corp.airliquide.com
22
Srichandra R-SC
Uncategorized
Published
2025-09-01 4:49:48
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
5
2025-09-01 4:49:04
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: 1. User unable to proceed purchase order or receiving in Oracle Occur error: APP-PO-14376. Please enter a GL date within an open Purchasing Period. OR APP-PO-14230 GL date is not in an open mode. 2. Refer to INC0821777 & INC1032997,INC1105478 Example : POSSIBLE CAUSES: APP-PO-14376. Please enter a GL date within an open Purchasing Period. STEPS: Ensure the Receipt Date falls into a GL Period that has Status=Open Log in to application with Purchasing Admin The navigation path is : Financials> Accounting> Control Purchasing period 3. Ensure the Purchasing Period is Open. If close advised user contact oracle procurement team for open the period ( Warning don't update the period) Never opened: advise user to changed to Open 4. Next the navigation path is : Financials> Accounting> Open and close periods 5. Click find the period 6. Ensure the Purchasing Period is Open. If close advised user contact oracle procurement team for open the period . ( Warning don't update the period) Never opened: advise user to changed to Open 7. Email user with user with above screenshot requested open the period and inform to user contact oracle procurement team for open the period. 8. After get confirmation. Once confirmed, close the ticket LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, app-po-14376, com, corp, date, english, enter, gl, hezharjoyo, kaluny@as, open, oracle-, period, purchasing, purchasing period \n app-po-14376. please enter a gl date within an open purchasing period., r-sc, srichandra, within
NaN
KB0020778
Google Gmail - Deleted Label
English
hezharjoyo.kaluny@as.corp.airliquide.com
31
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:53
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
10
2025-03-31 4:30:53
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calling to retrieve an accidentally deleted label in google Gmail . BEFORE YOU START: When we delete a Gmail Label messages are not deleted but unlabeled. Therefore the messages are not deleted but in the All Messages section. Note: Labels are different from folders. If you delete a message, it will be erased from every label that it's attached to and your entire inbox.More information about labels can be found at https://support.google.com/mail/answer/118708 STEPS: Inform user that deleted labels can´t be restored, they can create a new label with the same name and use Gmail advanced search to find the now unorganized messages and assign the label you want to them. https://support.google.com/mail/answer/7190?hl=enAs per your request, in order to find messages just with no labels, so they can reorganize them you can use the following search <-has:userlabels -in:sent -in:chat -in:draft -in:inbox> LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Kite/Google - assistance Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Situation: Service Question / Assistance [Incident] Resolution Notes: We informed the user that deleted labels can´t be restored. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
EPIC - Request to setup EPIC account or get EPIC access
English
hezharjoyo.kaluny@as.corp.airliquide.com
638
Julia RAMLAN-SC
Uncategorized
Published
2025-09-22 4:57:06
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
631
2025-09-22 4:55:42
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User request for EPIC access POSSIBLE CAUSES: User need for EPIC access BEFORE YOU START: Able to view user's access list in CARM and EPIC > User STEPS: 1. Check user's access list in CARM an in the following URL: https://carm.apps.airliquide.com/Carm/CarmInit.do 2. Search by user's name or email. 3. Identify if user already has access to EPIC or not. 4. In the same time, check user's availability in EPIC > User: 5. If no user's record in EPIC, advise user to raise request for EPIC access in CARM. 6. User can refer to the following reference as guideline: https://docs.google.com/document/d/13ISbBUICDwEYGgWzQUxEc71GNNm6G6f5t8mx6Luns0Q/edit LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Account and password Assignment group: GIO-EUS-SD-APAC-L1.5 Resolution Notes: Advise user to raise request in CARM > EPIC TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1.5
Google Contacts - information to collect in case of issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
50
Daniela PJETRI-SC
Uncategorized
Published
2025-07-30 6:11:04
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
7
2025-07-02 4:16:54
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User calling about an issue/incident regarding Google Contacts. BEFORE YOU START: Before routing the incident to the GIO-EUS-GOPS-DWP-L2 team, follow the steps below and please gather the troubleshooting information. Whole screen screenshots or screencasts with reproduction steps and errors are mandatory in all cases! STEPS All issues Clear description of the issue, including information about the affected contact, first time the issue was noticed, screenshots in case the issue is visible or screen recording if it helps better understand the issue. You can use this authorized tool https://toolbox.googleapps.com/apps/screen_recorder/ .KB0025289 LOGGING CATEGORISATION: Ticket template to be used: (GLOBAL - Kite/Google - Issue) Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 ARTICLE TYPE: Process TEAM: L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is asking for assistance to log into ALAIR application. STEPS: HOW TO GET STARTED open application on Kite home page: http://alair.apps.airliquide.com/alair/edms-client/Alair plugin must be installed (see top-right corner: Click here to install the new plugin for Chrome) If still not working please advise user: "Dear user, we are sorry but currently we are not able to solve your call. In order to proceed we kindly invite you to:...." ALAIR and Standards Management System --> place your ticket over ALAIR Support Portal: asp.apps.airliquide.com 1. Please go to asp.apps.airliquide.com 2. Then you can choose to open a Ticket or look at the existing tickets KEY USERS Dariusz KwiecienMateusz DREHER PLEASE NOTE: DO NOT assign any incident ticket to BEC-ALAIR-FFM-L2, BEC-ALAIR-KRA-L2 or BEC-ALAIR-L3! LOGGING CATEGORISATION: Business service: BEC - ALAIR Configuration item: ALAIR - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: SD provide user further assistance as the troubleshoot steps above TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC SYMPTOMS: If user would like to request for a new mobile device STEPS: This is issue is not handled by OSS.Please email Cailin Pawluck [cailyn.pawluck@airliquide.com] and Abdul Khaliq [abdul.khaliq@airliquide.com] for assistancePlease screenshot users information and attach in the email After sending the email, we can close the ticket on our end LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications Configuration item: Mobile device Serial number (if applicable) Category: Devices Subcategory: Hardware Resolution Notes: Service Desk will guide the user contact the PIC via email. ARTICLE TYPE: FCR TEAM: L1
REGION: ENTITY:BIS AMER SYMPTOMS: User getting a Gateway error on FedEX Ship Manager Server Ports automatically Blocked by the systemGateway Time Out error BEFORE YOU START: Alias: FSMS Applicability: Air Liquide Production and Air Liquide Electronics US LP Is a hardware and software solution for high-volume shippers, giving customers the speed and convenience of a dedicated shipping solution for FedEx. While shipment transactions are processed locally on the server using FedEx Ship Manager Server, an internet connection is required to transmit shipment data to FedEx. FedEx Ship Manager Server will run on a variety of hardware configurations and several different versions of Microsoft Windows. Please refer to the Technical System Requirements for more information. STEPS: When the user is calling regarding his not able to track the shipments you need to explained the user the following process: First the user is going to provide you with this link: cafegip.ts.dmz.fedex.com:443Usually the problem comes with the following error: Gateway time Out Server error - server 199.81.216.140 is unreachable at this moment. Please retry the request or contact your administrator. The user gets this error because for security purposes the system blocks the ports to the connection with this link cafegip.ts.dmz.fedex.com:443Other problem related with the FedEx applications could be when they use the following link: https://ws.fedex.com:443/web-services/ they get the following error message: Host Not Found DNS error (the host name of the page you are looking for does not exist) or Server did not accept the connection. Please check that the host name has been spelled correctly. Specify on the ticket that a Bypass port is needed to establish a connection with the FedEx Ship Manager Server LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Internet Access Configuration item: Hostname of user`s pc Category: Network Subcategory: Access issue Assignment group: GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
airliquide, com, connectivity, corp, elsner-sc, english, ex, fed, fedex, fedex server port connectivity field services ship manager server ship manager server fed ex fx, field, fx, hezharjoyo, kaluny@as, manager, port, server, services, ship, ted
NaN
KB0051378
E-APPLICATION - Production Environment
English
hezharjoyo.kaluny@as.corp.airliquide.com
118
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-07-30 5:31:06
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
20
2025-07-03 4:13:17
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION:APAC ENTITY:BIS - APAC SYMPTOMS: End user required assistance or modification related with E-Application. POSSIBLE CAUSES: Modification or changes is needed (Activate function, Grant Access, Remove permission), Request for Complex Data Update, Mass Data Extract, etc BEFORE YOU START: Kindly make sure that the user is accessing the E-application that we support. Please refer to below list: AOWhttp://as-asc-eapps/aow/E-EXPENSEhttp://as-asc-eapps.as.corp.airliquide.com/expense/#/loginCIMShttps://as-asc-eapps.as.corp.airliquide.com/IMS/#/RESOURCE RESERVATIONhttp://as-asc-eapps/reservation/Main.aspx?portal=NEAPPSecurityhttp://as-asc-eapps/jwf/E-LogBookhttps://elogbook.airliquide.com/myGAS | External Portalhttps://myportal.airliquide.com/MyGas/myGAS | Internal portalhttp://as-gidps-all/MyGas/myGAS | Webstore (Japan)https://myportal.airliquide.com/Webstore/jp/#/home STEPS: Kindly guide the user to raise request from MyIT Corner, regarding E-Application's modification. URL: https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_category_view.do%3Fv%3D1%26sysparm_parent%3D146f5b8a4fcf3e40eaa6ab6ba110c7c7%26sysparm_no_checkout%3Dfalse%26sysparm_ck%3D31ca2718973b46dc87793db6f053afb2488fadc3ec5dfced7c0b9b2239fe54eaed10a43a%26sysparm_catalog%3D8ffee0394f8b82003d9524fe0310c7ed%26sysparm_catalog_view%3Dcatalog_myITCorner_Catalog LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
Ivanti - 1308 Error Code, Authentication rejected by server
English
hezharjoyo.kaluny@as.corp.airliquide.com
466
Gregoire PENET
Uncategorized
Published
2025-09-03 3:17:40
4
GIO Service Desk
NaN
#########
3.00
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
494
2025-09-03 3:17:20
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Error Message: 1308 Authentication rejected by server. BEFORE YOU START: Ivanti is only used to connect from outside the AL network, check where the user is connecting from, and perform test connection on a private network Please also check the followings: user has no SRA account role in CARM => CARM the user does not have an SRA role (to be added from CARM)user has no SRA account role in Active Directory (AD under "member Of") => if the access is freshly created, advise the user to waiting half an hour, otherwise Incident should be opened to GIO-SEC-PSS-RUN-L2_L3 STEPS: 1. Ask user to restart the PC and try again. If user has done this already than please ask user to write Ivanti in the search field of Windows and to start Repair Ivanti. 2. If KO: Ivanti is rejecting the Ivanti client because it is not allowed in the access list. This means the Ivanti installation is KO and/or Cortex is not up to date. Check if the Ivanti version is the newest one available at Air Liquide. In the windows search field please type appwiz.cpl, and check the version of Ivanti on the list.Check if the Symantec version is the newest one available at Air Liquide and received the security patches Reinstall Ivanti. In Programs and Features, delete all the Ivanti related installations. Launch the installation with BBCA or BBCA package (if you have to copy the installation files). LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Category: Application Subcategory: Bug / Defect Configuration item: Hostname of computer Resolution Notes: Reinstalled Ivanti on user's computer. Afterwards, user could connect to VPN by Ivanti. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC SYMPTOMS: If user calls for any Oracle issues/request (refer to below) STEPS: >Click Responsibility To get the OU Group refer the below responsibility screenshot. Project Number In Chinese In English AP Invoice / Account payable invoice number Chinese invoice number English invoice number Operating unit /OU in Chinese Purchase Order Number /PO number Purchase Requisition Number / PR Number LOGGING CATEGORISATION: Business service: BAP - HUB ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
ProCentrum SmartSign - installing the certificate on the cryptographic card
English
hezharjoyo.kaluny@as.corp.airliquide.com
11
Lukasz KACZMARCZYK
Uncategorized
Published
2025-07-02 5:06:43
4
GIO Service Desk
NaN
#########
NaN
Local Business Solution
NaN
NaN
NaN
3
2025-07-02 5:04:37
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling for assistance on installing the certificate on the cryptographic card for ProCentrum SmartSign. BEFORE YOU START: A qualified certificate is issued by Certum after receiving a set of correctly completed documents. The following instructions contain the next steps in the process of installing the qualified certificate to a cryptographic card. In the process of installing the certificate, use the buttons that appear on the screen, e.g. "Next", not the navigation arrows in the browser. STEPS: Automatic certificate installation 1. After logging in to your account, go to the Dashboard tab visible in the menu on the left side of the screen 2. On the list of certificates you can see a list of your certificates. Certificates that have not yet been installed are displayed in white frames, while certificates that have already been installed are displayed in blue. 3. In the list in the new certificate you want to install, select the Install option 4. In the next step you will be asked to install Certum CardService software, if your operating system is Windows, select Download application for Windows. If you have a different operating system, click Download version for other systems and select your operating system from the drop-down list. After downloading the app, launch it and move on. 5. Following this, you will be asked to accept the certificate. 6. If you notice erroneous data in the certificate, use the Report en error option. In the error description field, type a description of the error you noticed, the maximum number of characters in the description is 180. After selecting the Find out more option, you will find out which reports are subject to complaint. 7. If all the data is correct, select I accept the certificate. 8. In a new window you will be asked to accept the certificate. Acceptance of the certificate is equivalent to confirming the data in the certificate. You will not be able to return to this step. If you accept the certificate select Yes, I accept the certificate. If you have a new cryptographic card, you will be asked to provide a PUK and PIN code for the service. Your code must be at least 6 characters longIf you have already been assigned a PIN and PUK code, you will be asked to enter the PIN. 9. After entering the codes, click Next. Then pressing the Finish button will end the process. Manual installation of the certificate 1. After logging in to the panel.certum.pl account, go to the Dashboard tab visible in the menu on the left side of the screen. 2. On the list of certificates you can see a list of your certificates. Certificates that have not yet been installed are displayed in white frames, while certificates that have already been installed are displayed in blue. 3. In the list in the new certificate you want to install, select the Manual Installation option. 4. Following this, you will be asked to accept the certificate. If you notice erroneous data in the certificate, use the Report an error option. In the error description field, type a description of the error you noticed, the maximum number of characters in the description is 180. After selecting the Find out more option, you will find out which reports are subject to complaint. If all the data is correct, select I accept the certificate. 5. In a new window you will be asked to accept the certificate. Acceptance of the certificate is equivalent to confirming the data in the certificate. You will not be able to return to this step. 6. If you accept the certificate select Yes, I accept the certificate. In the next step it is possible to: Download the default PUK code for the cardDownload the certificate fileDownload the proCertum CardManager aplication Upload the downloaded certificate file to the card Make sure that the reader with the cryptographic card is connected to the computer. To upload the downloaded file to the card, follow the instructions below: 1. After saving the certificate, run the proCertum CardManager software. Use the latest version of the software available at https://www.certum.eu 2. In order to launch the application from the Start menu, select the folder Certum and then the proCertum CardManager. The proCertum CardManager software main window will be displayed. 3. To read the card, press the Read card button. The information on the card will appear. 4. When you run the proCertum CardManager software with a new card for the first time, you must assign a new PIN to the card. 5. In the next step, in the proCertum CardManager application, go to the Secure profile. A window will appear with information about the possibility of advanced certificate installation - click on the I choose the advanced certificate installation button. 6. In order to create a new PIN code, press the Reset PIN button. 7. The application will ask for the PUK code (how to obtain it is described on page 8 of this manual) and for setting a new PIN code. To confirm the entered PIN code, press the Ok button. Pressing the Cancel button will cancel the new PIN code. The proCertum CardManager software will confirm the correctness of the changes made. 8. To save the qualified certificate on the cryptographic card, press the Import certificate button in the Secure profile tab. A window for saving the certificate to the Secure profile will appear. 9. Click on the Browse button: Indicate the .cer file with the appropriate certificate (how to obtain the file is described on page 8 of this manual), and then enter the correct PIN code. Pressing the OK button will install the certificate to the cryptographic card. 10. After a while, the certificate will be uploaded to the card and will appear on the list. In order to register the certificate on the computer, click on the button Register certificates. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Hostname of Pc Category: Application Subcategory: Support / Assistance Resolution Notes: The certificated was installed successfully TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Hardware/PC return address STEPS: For PC return, please guide user to return the PC at below address: For Dell Laptop (all models) / Small Desktop PC (Optiplex 5060 & 5090) and network equipment (?) (The model name is generally written on the back of the PC itself) the return address will be the Tamachi Office ??：?108-8509 ??????? 3-4-1 ?????????32F ????????????? ?????????????? (EN) IT Department, Granpark Tower, 3 Chome-4-1 Shibaura, Minato City, Tokyo 108-8509, Japan Tel: +81 3-6414-6700 For PCs other than those listed above (large Dell Optiplex 7010, HP products, etc.) and other IT equipment (IP phones, etc.), the return address will be Morimoto Warehouse ???? 651-0083 ?????????1??5? ???????? ?????????? ?? ????????????? ???? 078-231-6521 (EN) 651-0083 Morimoto Warehouse Co., Ltd. Fukiai Sales Office Ikutagawa Warehouse Care Japan Air Liquide G.K. TEL: 078-231-6521 Note: Info from Japan IT Intrasite: https://sites.google.com/airliquide.com/jp-it-intranet/top_page IMPORTANT Please guide user to refer the documentation (with link to the google form of return request) in below: [IT?????????? ] https://docs.google.com/presentation/d/1yEKglhFlUhOu7hG3zZ_qLyektsFNQeulj5hXzEKpzk8/edit#slide=id.gfe94079c93_0_39 There is no Cash on Delivery (???) option for the shipment. PC to be send out from Office, so it should be under office responsibilities for the shipment fee. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Situation: Service Question / Assistance [Incident] Resolution Notes: Service Desk will assist the user on how return the PC/hardware. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User request to change printer IP address due to network change at site. POSSIBLE CAUSES: Network configuration changed. BEFORE YOU START: Confirm the printer IP address that need to be set. FYI: Tokyo Tamachi Printer new IP address: Unit 001: 172.16.71.22 Unit 005: 172.16.71.17 Hiroshima Operation Center(CMMJ0001): 172.16.58.130 CKAS0001: 172.16.132.10 STEPS: Open Control PanelClick on View devices and printers Right click on target printer and select Printer properties In General tab, click on Change Properties. Admin credential is required to open the properties. Click on Ports tab and click on Add Port Select Standard TCP/IP Port and click on New Port Click on Next button Input the printer IP address and click Next Confirm the information and click on Finish button. Check the new IP address and click on Apply LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user or in case reassignment is needed: Business service: GIO - EUS - MPS Configuration item: Hostname of user's PC Category: Devices Subcategory: Printers
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for assistance on how to set up Okta Verify. BEFORE YOU START: User must install the Okta Verify application! If user`s mobile device is already enrolled on Intelligent Hub, they should already have Okta Verify installed.If user`s device is not enrolled, download "Okta Verify" on your smartphone from Google Play (Android devices) or the App Store (iPhone and iPad) and install it. STEPS: Task 1. In a browser, get your enrollment QR code for Okta Verify Case 1. First connection to Okta (Follow these steps if user never connected to Okta before) Please note: Make sure Okta Verify is downloaded on the phone! 1. From a browser, access the Okta Dashboard at https://login.airliquide.com. 2. Enter user`s Air Liquide email address and click Next 3. Enter Windows password and click Verify. 4. To Set up an authentication method, go to Settings > Set up authenticator. 5. Click Set up in the Okta Verify section. The Okta Verify enrollment QR code appears on the screen. You can proceed to Task 2. Please note: If the QR code expired, refresh the page to get a new QR code. Case 2. Set up Okta Verify through the Okta Dashboard (Follow these steps if user already connected to Okta before) 1. From a browser, sign in to the Okta Dashboard at https://login.airliquide.com. If user is unable to sign in due to "Unable to sign in" error it might be due to following reasons: User entered wrong username/password (ask user to login by Air Liquide email address and Windows password)User`s account is locked out (follow: KB0011364) 2. From the Okta Home page, click user`s name and then click Settings. 3. Scroll down to Security Methods and click Set up next to Okta Verify. 4. Verify user`s identity via an authentication factor as prompted. 5. Click Set up to confirm that the user is setting up Okta Verify. The Okta Verify enrollment QR code appears on the screen. User can proceed to Task 2. Please note: If the QR code expired, refresh the page, that should generate a new QR code. Task 2. Add an account on the mobile phone. 1. Open Okta Verify and follow the next prompts. 2. Choose the type of account to add. Tap Organization. 3. Choose account setup method. Ensure the QR code is shown on another device such as a laptop or desktop. Tap Yes, ready to scan, and ask user to point the camera at the QR code displayed in the browser on the other device.If user doesnt know how to obtain the QR code, tap Where do I get my QR code? instead. 4. If prompted, allow push notifications on user`s device so that the user can approve future sign-in notifications without opening the Okta Verify app. 5. If prompted, enable biometrics. Tap Enable. IMPORTANT NOTE: User`s biometrics (fingerprints, facial features) are stored locally on the device and are not accessible to Okta Verify. The application only verifies that they match the devices configured biometrics of the user. 6. Tap Done to complete the account enrollment. 7. User`s new account is now available in the Okta Verify app. User can start using Okta Verify to sign in to the Air Liquide applications. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment assistance Request details: Device type: Mobile deviceReason: New Device (first enrollment) or Secondary Device In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support Resolution notes: Service Desk will guide to set up Okta verify on mobile phone ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User need assistance to check the trip status. STEPS: Trip Status Code List: Data Status: http://as-jp-wptk8/JAG/GDB_TRIP/TripStatus_All.html What is BLAC / MIRAI? The system created by the BRAVO Project is BRAVO, and in other countries (other than Japan) BLAC. The table is BLAC.TRIP etc. The system created by the MIRAI Project is QUEST. One Module of BRAVO. The table is MIRAI.TRIP_STOP etc. The newly added table related to QUEST is MIRAI. ~. BLAC Stop - Tank wise data - which stored Entity_ID is DP vessel ID ? For each tank Mirai Stop - Customer wise data - which stored MIRAI.STOP Entity_ID is DP_ID ? For each customer. Normal "shipping company confirmed" status To cancel, set STATUS ID and CONTROL FLAG to 99 What to cancel? Pay attention to Trip (BLAC TRIP): The entire trip is cancelled.Stop: If you want to cancel any one of the stops ? Which code (1. BLAC.TRIP_STOP, 2. MIRAI STOP)What do you want to change to 99? (1. STATUS ID 2. CONTROL FLAG) For example, trip 1167899 (Operated on February 26, 2021) This trip has already completed the fare calculation. Stop status in Quest: View from HUB IT report page: 1st Stop for Hamamatsu Hoto 1-6N, two tanks, NO.5 and NO.2, are filled out of a total of six tanks at the customer's site. 5th Stop for Hamamatsu Hoto 1-6N also fills two tanks, NO.5 and NO.2, out of a total of six tanks at the customer's site. TRIP STOP (= tank) details Oshima-san's site information pasted into a spreadsheet: The blue highlighted cells have a STATUS ID of 20 and a CONTROL FLAG of 23, which appears in QUEST. Stop IDs are also assigned to unfilled tanks, and status IDs and control flag codes are assigned to each. Same view at HUB IT Report page: LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will provide trip status to user TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: The user contacted us due to them not having a badge at all or due to their Xerox printer having no badge reader, and as a result, Would need a pin to access their account STEPS: User must go to xwc.services.xerox.com and enter using their AL email On the top right, user must click on their email address The user's PIN will then be visible. Inform the user that the "@" is part of their PIN. On the printer screen, user must click on Log In on the top left. Afterwards, the Keyboard icon on the top right. User will now be prompted to type in their PIN. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: MPS - XeroxModel/brand of the target printer: Xerox In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Xerox Workplace Cloud - PROD Category: Devices Subcategory: Printers Resolution Notes: User was able to use their XWC PIN to access the printer. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, badge, card, com, corp, english, hezharjoyo, jordan, kaluny@as, log, missing, missing card reader, mps, no, no badge, no badge reader, no card reader, pin, printer, reader, seesaiye-sc, xerox, xwc, xwc pin
NaN
KB0022471
GIDEONS - Cylinder Scheduler - Cannot find truck
English
hezharjoyo.kaluny@as.corp.airliquide.com
59
Julia RAMLAN-SC
Uncategorized
Published
2025-07-30 5:52:44
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
52
2025-06-02 12:05:40
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User cannot find truck when querying from Cylinder Scheduler create trip screen. POSSIBLE CAUSES: 1) Prime mover is in inactive status 2) Depot attached to the prime mover is in Out of Action status 3) DO location is not same as Prime Mover location STEPS: 1) Please ensure the truck is active status 2) Please ensure the depot attached to the prime mover above is in action status: 3) Please ensure the prime mover location is as per DO location LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user is calling for IDS anyview report issues. STEPS: Please gather all the details like screenshots or videos and assign to the support team LOGGING CATEGORISATION: Business service: BAP - HUB - BI Configuration item: (if applicable) Anyview IDS - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-BI-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:Egypt ENTITY:BIS AMEI SYMPTOMS: Any issue that concerns slowness of network as a whole or the lack there of connection : Network connection issuesPerformance / slownessUser cannot open any internet/intranet sitesCannot connect to network drives and printers BEFORE YOU START: Identify how many users are affected. If the user is not certain, have him try with another computer. If there are no other computers to try on then treat it as single user affected, as it could be a computer issue onlyIf the user proactively states that the issue has high business impact, then use High Severity and follow proper On Call procedure STEPS: Always run the IACS script and attach the results to the ticket (if you can connect to the PC at all) and assign to BAMEI-EGYPT-NET&OT-L1 . Network issues - extra questions to ask: 1. Slowness Phone number: Hostname:IP address: - Result of an ipconfig /all:- When is the network considered slow by the user? (Morning, afternoon, etc ) - Are the slowness's observed for one particular application? Several applications? - Do you know if others sites have the same issue with this application? - Are the slowness's observed for local applications or remote applications? - IACS file run on the user's PC and attached: OK/KO 2. Connectivity Issue: Error Message:Affected connection: Intranet/Internet/Both Verified location is the same location in service now's user info: Yes/NoLocation if different from user information: NetworkSite name: All number of employees on site:Number of users affected: Switch IP Address if known: Time started: Site hours/availability: Alternate Contact and Number: Trouble shooting done:IACS file run : Yes/No (If No. Why?) (cf. attachment)Computers IP address: LOGGING CATEGORISATION: Business service: BAMEI-Egypt-Local infrastructure Configuration item: Hostname Category: Network Subcategory: No Internet / Intranet Access Assignment group (if not L1): BAMEI-EGYPT-NET&OT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, bandwidth, com, corp, down, english, general, general slowness, hezharjoyo, kaluny@as, modem, network, performance, peter, rizkalla, router, slowness, switch, wifi
NaN
KB0051441
KissFlow - China system
English
hezharjoyo.kaluny@as.corp.airliquide.com
37
Jack Keong WONG-SC
Uncategorized
Published
2025-09-29 14:36:11
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS
NaN
NaN
NaN
2
2025-07-09 5:58:48
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION:CHINA ENTITY:BIS APAC SYMPTOMS: All issues/inquiries related about Kissflow URL: https://airliquide.kissflow.com/view/login STEPS: If user have any questions, SD guide user to contact Grace GU(grace.gu@airliquide.com). SD proceed to close the ticket upon user's confirmation LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Configuration item: eApplication - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will guide the user contact Grace GU(grace.gu@airliquide.com) for assist TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Updating Driver's email address in Mobi application. STEPS: Run the following script with the relevant Driver No and Email address: UPDATE DRIVER SET EMAIL_ADDRESS=@email where DRIVER_NO = @driverNo NOTE : MOBI application has permanently been shut down for AU Healthcare (AUHC). For hospitals under NSW Health, we are looking for a workaround. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug/Defect [Incident] Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Windows - The security database on the server does not have a computer account for this workstation
English
hezharjoyo.kaluny@as.corp.airliquide.com
363
Mehdi GASMI
Windows - Storage / Performance
Published
2025-08-11 9:07:05
4
GIO Service Desk
NaN
#########
3.00
GIO - SEC - Security Incidents
NaN
NaN
NaN
88
2025-08-11 9:06:37
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User can not log in to the pc due to "The security database on the server does not have a computer account for this workstation trust relationship" error message. POSSIBLE CAUSES: User might say that it was not used for long time (pc gets out of domain automatically if not used for 3 months) BEFORE YOU START: First have the user perform a soft reset on the computer (press and hold the power button for 8 seconds to reboot). If the issue is still ongoing after this, continue with the steps below. Obtain the computer name: you will need the user to provide you the Service Tag to find the computer name in ServiceNow: follow KB0017683 User must be connected to the Air Liquide network in order to be able to put the computer back on domain Double check in CARM if the Windows account is active STEPS: Check in Active Directory if the PC is out of domain: In Computers - Computer name field type between ** the asset number of the PC and press enter Double click on the PC name in search results Go to Object tab. If the name of object contains Unused Computers, this shows PC is out of Domain NOTE: If you can not see the Object tab, check in article Object tab not visible in Active Directory how to set it up (you can open article in new window). Or Double click on the computer or right click and select Properties When the computer is out of domain you will see the previous location path written in the Description Copy the text from the Description in order to have the location path available e.g. "Disabled on 12/13/2018 14:15:08 (am.corp.airliquide.com/[BIS-Americas]/[US-ALC]/Resources/Workstations/Laptops/ALUS-1000F12-L)" 4. Check if the PC is enabled or disabled in AD (right click on the PC name in search results) If disable, enable the computer Right click on the computer and select Enable Account Put the computer back into domain as per KB0015895 Once computer is back on domain: Guide the user to do a soft reset - do this at least twice to allow for enough time to replicateAsk the user to press and hold the power button for 10 seconds until his computer rebootsAsk him to try to login again If after two soft resets he's still unable to login: Inform the user it could take up to 24 hours to synchronize / replicatePlace your ticket on pending status for 24 hoursContact the user after the 24 hours have passed, and ask to try again If the user cannot log in to the PC even after 24 hours, assign ticket to Onsite and ask them to put the PC back to the domain manually. If you cannot find the hostname in Active Directory anymore, proceed as per KB0018473 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Category: Devices Subcategory: Connectivity Resolution Notes: Put the computer back into the right domain. Afterwards, the user was able to login to Windows. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AME ENTITY:GM&T SYMPTOMS: The following article describes the process on how to install FileMaker Pro 16 on a user workstation. The below process applies for users calling from BIS GM&T from one of these locations: Newport, Newark, or Woburn BEFORE YOU START: This installation will require access to installation package File available HERE Filemaker 16.zip will need to be copied to the computer desktop. The user's entity might come up as US-MDL, this entity is part of GM&T, it is OK to install the applications for users belonging to the above mentionned sites and this entity. STEPS: 1. Right click File Maker 16 zip folder and click Extract Here This will extract 3 items onto the Desktop ( Filemaker Pro 16, Filemaker Pro 16.0.3 Updated, Filemaker 16 text file) 2. Open the Filemaker 16 text file and move to the side. This is the license information for the application 3. Open the Filemaker Pro 16 Folder and run run Setup.exe as an Administrator 3. Follow defaults (English Language, Fill in the information using the text file previously opened Accept the terms of the license agreement, then click Next. Setup Type: Choose Complete Uncheck Boxes and shown Select Install, then finish when complete. Register later. This will allow the customer to register it at their convenience. After the 1st part of the install is finished, Bonjour will need to install: Install Part 2: Open Filemaker Pro 16.0.3 Updater Folder and run Setup.exe as an Administrator: After install completed, open Filemaker Pro from the Start Menu. Put the check mark in Dont Tell me about new version again and select Cancel Select File, Open Remote, click on the + at the bottom left and add Favorite using information in the Filemaker 16 Text File. Hosts Internet Address: 172.20.240.41 Favorite Hosts Name: MDL-FMK-01 Close the program and have the customer test. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: Application installed. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS User reported unable to view order under certain customer/account in myGas portal. POBSSIBLE CAUSES User has not been assigned to the customer's location. TROUBLESHOOTING STEPS 1. Run this query to check location of this customer/account. USE ALCHINA SELECT LOCATION_ID, * FROM [AS-ASC-EAPPSDB\EAPPS_ENG].[CP_ALCHINA].[CP].[CUSTOMER] WHERE CUST_NO like '' SELECT LOCATION_ID, ACTIVE_STATUS, * FROM PARENT_CUSTOMER WHERE ACCOUNT_NO LIKE ' ' Example USE ALCHINA SELECT LOCATION_ID, * FROM [AS-ASC-EAPPSDB\EAPPS_ENG].[CP_ALCHINA].[CP].[CUSTOMER] WHERE CUST_NO like 'SRC828%' SELECT LOCATION_ID, ACTIVE_STATUS, * FROM PARENT_CUSTOMER WHERE ACCOUNT_NO LIKE 'SOC10085' 2. Assign user to the location ID in AL Security. LOGGING CATEGORISATION: Business service: BAP - HUB - myGas Configuration item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Access / Rights Assignment group: BAP-COE-EAPP-L2 TICKET TYPE: Incident TEAM: BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Not able to download document. POSSIBLE CAUSES: Document link is not correct. STEPS: Check API urlCreate ticket and assign to the support team LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - eAline Configuration item: eApplication - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
able, airliquide, aline, com, corp, deepak, document, dowload, download, eapps, english, hasani-sc, hezharjoyo, kaluny@as, not, not able to dowload document
NaN
KB0049394
Windows - Generic Account Password Unlock - if account is visible in CARM
English
hezharjoyo.kaluny@as.corp.airliquide.com
89
Vincent CAO
Windows - Storage / Performance
Published
2025-07-30 11:35:31
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
20
2025-03-27 2:27:44
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that a generic Windows account must be unlocked BEFORE YOU START: Check if the account is visible on CARM. STEPS: Capture the name of the generic Windows accountAssign the ticket to GIO-SEC-CARM-L2 LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: Hostname of the pc Situation: OKTA - Generic account [Incident] Assignment group: GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:BIS E&C ENTITY:GLOBAL SYMPTOMS: User inquiry regarding access or issue of AL netting site. BEFORE YOU START: https://login.airliquide.com/app/air-liquide_alnet_1/exk6r8nzwlSw42fPb417/sso/saml STEPS: Guide user to contact below netting center team. LOGGING CATEGORISATION: Business service: BEC - ALAIR Configuration item: ALAIR - PROD Category: Application Subcategory: Support/Assistance Situation: Access [Incident] Resolution Notes: Guide user to contact relevant team ARTICLE TYPE: FCR TEAM: L1
My IT Corner - Cannot Submit Request for Application Installation
English
hezharjoyo.kaluny@as.corp.airliquide.com
130
Francois GERVAN
Uncategorized
Published
2025-09-29 14:51:59
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Entreprise Apps Store
NaN
NaN
NaN
17
2025-07-11 6:26:01
#########
NaN
GIO-EUS-GOPS-Apps-Deploy
COUNTRY/REGION:EU ENTITY:ALL except E&C SYMPTOMS: User is unable to submit a request for standard Windows application because of a bug or an error in My IT Corner BEFORE YOU START: FOR E&C user, follow: KB0021689 STEPS: 1) Check on Service Now if the device has Windows 10 or Windows 11 operations system. Devices only with Win10 and W11 are visible on My IT Corner.End User Devices List If yes skip to step 2. If device is not W10 or W11, please check on Marimba what OS is visible for the device. If still not W10 or W11 run a full scan via command: For devices on old path: C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" https://marimba.apps.airliquide.com:5282/Marimba/Current/InventoryService -fullscan For devices on new path: C:\Program Files (x86)\Tuner\runchannel.exe" https://marimba.apps.airliquide.com:5282/Marimba/Current/InventoryService -fullscanCheck later in Marimba report center if all data are well after running a fullscan.if notAnd add log files of your scan from inventory and assign ticket to: GIO-EUS-GOPS-USER-DEVICES-L3 2) Open an incident with the below mentioned categorization and assign it to LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Configuration item: ManageMyService - PROD Category: Application Subcategory: Support / Assistance Assignment group: GIO-ITSM DXC Third Party Maintenance Team TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to request access to the platform of Comeen Play. STEPS: User must contact the admin of the site to get an account created for Comeen Play. LOGGING CATEGORISATION: REQUEST: Show where to go -> IT Manager or related line IN CASE OF ESS: Business service: GIO - EUS - CWS - Digital Signage Category: Application Subcategory: Access \ Rights Resolution Notes: Redirect user to the site admin to request the creation of an account for Comeen Play. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS User need assistance to install Gaaiho PDF Suite STEPS: Escalate to local onsite team since it is a licensed software. *For reference, below is the installer: \\jp-fstk2\it-support\S-PBLC\GaaihoPDFSuite LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - APAC Configuration item: Hostname Category: Application Subcategory: Installation Assignment group (if not L1): GIO-EUS-FS-JAPAN-L2 ARTICLE TYPE: Assignment TEAM: OSS
YourWay / CyberArk EPM - Collect system information
English
hezharjoyo.kaluny@as.corp.airliquide.com
102
Matthew WIDELL
Uncategorized
Published
2025-07-31 15:50:02
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Yourway
NaN
NaN
NaN
19
2025-02-19 4:46:35
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Steps how to collect system information of YourWay/ CyberArk EPM STEPS: Run YourWay Diagnostics tool 1. Open the YourWay Control Panel from the desktop icon, OR Right click on the CyberArk EPM status icon > Open CyberArk EPM Control Panel - Run the YourWay Diagnostics tool from the icon list - Wait up to 30 seconds for the diagnostics to complete and display the result window - Screen capture or press Ctrl-C to copy the diagnostic results, then attach to the ticket Get agent information 1. Right click on the CyberArk EPM status icon > Get Support Info 2. Keep the default options, then click Continue 3. Enter the ticket ID and notes (or leave blank), then click Done4. Wait for collection to complete 5. Click Show In Folder, then copy the VfSupInfo.zip file and attach to the ticket Get application details When a specific application is not running with the expected YourWay policies, please get the CyberArk EPM application details. If the application file is located in the Start Menu: - Find the application icon in the Start Menu - Right click on the icon > More > Open file location - An Explorer folder window will open - continue with the remaining steps - Find the application file/shortcut on the desktop or in an Explorer folder window - Right click > Properties - Select the CyberArk EPM tab (leave the inner details on the File tab): - Take a screenshot of the CyberArk EPM tab and attach it to the ticket LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Yourway - Issue Business service: GIO - EUS - UWP - Yourway Configuration item: Hostname Situation: Bug/Defect [Incident] Assignment group: GIO-EUS-MANAGED DEVICES-YOURWAY-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User needs to activate the license for the Autocad application. BEFORE YOU START: Onsite is deactivating the user and if needed onsite team will activate the user`s account 5 licenses for all users -> token to be used in any computers STEPS: Open an Incident ticket and assign it to Local OSS including: for how many days user needs it & email id LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: [Computer/Host Name] Category: Application Subcategory: Access / Rights Assignment group: Local OSS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User wants to have Wise account STEPS: If user calls regarding WISE account creation, create a ticket for EU-EMS-BIS-WISE-L3 team LOGGING CATEGORISATION: Business service: Procure to Receipt Configuration item: WISE - PROD Category: Application Subcategory: Access / Rights Assignment group: EU-EMS-BIS-WISE-L3 Resolution Notes: Redirected user to the LCC to open the request on his behalf. TICKET TYPE: Inc ARTICLE TYPE: Assign TEAM: L2
BTS Signature in Words Disappear when Open the File with Google Docs
English
hezharjoyo.kaluny@as.corp.airliquide.com
14
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-09-05 3:44:32
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
1
2025-09-05 3:44:13
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: Signature in Microsoft Words will disappear when open the file with Google Docs POSSIBLE CAUSES: Compatibility issue in Ms Words, where cause the signature image is not showing in Google Docs STEPS: Inform end-user that it is no longer possible to import Word document with Signature as in 2023. Ms Words is not compatible with Google Workspace environment. Advice user to use PDF version of those type of document with signature. Since it will prevent possible compatibility issue. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance Request details: Google app: DocsContext: Inform end-user that it is no longer possible to import Word document with Signature as in 2023. Ms Words is not compatible with Google Workspace environment. Advice user to use PDF version of those type of document with signature. Since it will prevent possible compatibility issue. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace assistance request submitted ARTICLE TYPE: FCR TEAM: L1
airliquide, bts, com, corp, disappear, docs, english, file, google, hezhar, hezharjoyo, joyo, kaluny-sc, kaluny@as, missing, open, signature, signature disappear, signature disappear from words, signature in words disappear when open the file with google docs, signature missing, signature missing from words, when, words, words signature
NaN
KB0014946
PLACE2SHARE - How to collaborate with 3rd parties in Place2Share
English
hezharjoyo.kaluny@as.corp.airliquide.com
129
Isabelle LAM
Uncategorized
Published
2025-09-29 13:56:27
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - PLACE2SHARE
NaN
NaN
NaN
54
2025-04-01 6:20:11
#########
NaN
GIO-EUS-DWP-L4
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: How to collaborate with 3rd parties in Place2Share (non Google users) User is calling for assistance on how to share/send large files to 3rd parties (external users) via Place2Share. BEFORE YOU START: Users can share all types of files (Microsoft documents, photos, videos, pdf) with both Air Liquide collaborators and external collaborators (non Google users) on this platform. A few examples of files that can be shared through the platform: - Contracts - Financial statements - Offer letters with compensation information - Press release drafts - Product roadmaps Please note: It is strictly forbidden to share confidential secret data, defense data and patient data on the platform! For whom the platform is recommended: Employees from Legal, sales, purchasing, and finance departments, are the ones for whom this platform is recommended since they are more likely to share contracts, financial statements, etc. STEPS: 1. Manage versioning: If users share a Microsoft document with a collaborator, he/she can download it (see section Shared Folders - roles), edit it and send it back in a new version through the secure platform. 2. Comment files: Users can add comment to files to communicate information to users working on the same project. Users with access to the folder can view and respond to comments. 3. Create and edit tasks: Users can create and assign file-related tasks to folder members. For example, they can create a task requesting that a folder member review and edit a file by a specific date. When they assign tasks to folder members, they receive email notifications describing their task assignments, along with secure links for accessing the associated files in Place2Share. The other party also receives copies of the email notifications. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - PLACE2SHARE- Request:Assistance Business service: GIO - EUS - DWP - PLACE2SHARE Configuration item: PLACE2SHARE - PROD Situation: Service Question / Assistance [Incident] Resolution Notes: User was instructed on how to collaborate with 3rd parties in Place2Share TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
2, 3rd, airliquide, collaborate, com, corp, english, file, google, hezharjoyo, how, isabelle, kaluny@as, lam, large, large file transfer, non, parties, party, place, place2share, share, third, to, transfer, user, with
NaN
KB0012931
RMT V3 - Account request
English
hezharjoyo.kaluny@as.corp.airliquide.com
66
Ute SCHOPEN
Uncategorized
Published
2025-03-19 3:53:23
4
GIO Service Desk
NaN
#########
NaN
Referential management
NaN
NaN
NaN
26
2025-03-19 3:53:08
#########
NaN
BEU-CROSS DOMAIN
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User calls to ask for a new RMT account for website: https://rmt-prod.eu.corp.airliquide.com/rmtv3/home.htm STEPS: User can request RMT account here: https://docs.google.com/forms/d/e/1FAIpQLSe3RSHVMTgVgU5sW4oGwOh_kQGCWJloQvXdjhrAZQj_X7DBlw/viewform LOGGING CATEGORISATION: Business service: Referential management Configuration item: RMT - PROD Situation: Information request [Ad Hoc Request] TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: End-user unable to see preview pane for PDF Files POSSIBLE CAUSES: PDF thumbnail previews in Windows is disabled STEPS: Open Adobe > go to Edit > go to General > Enable PDF thumbnail previews in Windows. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Enable PDF thumbnail previews in Windows TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bts, can, can't see preview, cant, cant see preview, com, corp, english, hezhar, hezharjoyo, joyo, kaluny-sc, kaluny@as, pane, pdf, pdf preview, pdf preview pane setting, pdf preview setting, pdf setting, preview, setting, unable, unable to see pdf preview
NaN
KB0020433
OBC How to extract receipt (EDN)
English
hezharjoyo.kaluny@as.corp.airliquide.com
4
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-08-25 4:05:03
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
0
2025-08-25 4:04:10
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User need assistance to how to extract receipt BEFORE YOU START: The data has been uploaded from OBC to QUEST (the Sales Volume is displayed in QUEST). STEPS: In-vehicle computer> Receipt (EDN) management Click on Search icon Enter some number in the search option in the WINDOW that appears. The following is a pattern with a trip number. It can be a DO number, but I think the trip number is highly accurate. Results that came out after searching on a trip. This time, I wanted the EDN of Coca-Cola Akashi 10T on the second line, so double-click it. This is the result that came out. Now press "View" and the EDN will come out. If there is data, the link is displayed as shown below. [Caution] Never press "Generate". A strange form is generated on the next page. Below is the data that came out. Save this in a convenient location on your local PC and name it appropriately Reference: https://docs.google.com/document/d/1rFJtqTKSgPBlqlKp-qosNqVBFZR3m3Uf_eH66gJdK9w/edit# LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to extract receipt ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Service Desk new joiner requires a Test MMS account to be created. BEFORE YOU START: Make sure that the NT account of the new joiner is ready. This KB is meant to Service Desk internal reference. STEPS: Send incident to GIO-ITSM DXC Third Party Maintenance to create test account with the following roles:SUPPORT_GROUP_ROLE, SERVICE_DESK_TECHNICIAN_ROLE, GIO-EUS-SD-EUROPE-L1Specify that the agent needs access to Agent Workspace and MMS Test environment as well with the same roles. LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Configuration item: ManageMyService - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
account, airliquide, azerrad, bts, com, corp, creation, desk, english, europe, helpdesk, hezharjoyo, internal, kaluny@as, laurence, mms, now, service, service desk, service now, test, test account, test mms
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KB0056116
Gideons Availability & Performance Issue - Analyzing HAR File to Diagnose Issue by L1.5 Apps Team
English
hezharjoyo.kaluny@as.corp.airliquide.com
151
NaN
Uncategorized
Published
2025-07-02 6:22:23
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
23
2025-07-02 6:20:35
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: Examining .HAR file contents to identify the root cause of the Gideons Web-Application (Gideons Web, OSS, BAR+, GTS) issues by L1.5 Apps Teams. This is a continuation of process KB0055186 STEPS: 1. Use HAR Analysis Tools: Upload the .HAR file to online analysis tools like Google HAR Analyzer to visualize the data in a more comprehensible format. 2. Identify Slow Resources: Look for resources with high "wait" or "receive" times. These may indicate network delays or server-side issues. 3. Check HTTP Status Codes: Filter for 4xx and 5xx status codes to identify client-side or server-side errors, respectively. 4. Examine Request and Response Headers: Review headers for issues like missing or incorrect content types, authorization tokens, or cache directives. 5.Assess Resource Sizes: Large file sizes for images, scripts, or stylesheets can impact page load times 6. Analyze Redirects: Multiple redirects can increase load times and should be minimized. Code Range Type Meaning Likely Cause 1xx Informational Request received, continuing process Rarely seen in HAR files 2xx Success Request was successfully received and processed ? No error 3xx Redirection Further action needed to complete request May indicate misconfiguration if excessive 4xx Client Error Problem with the request Application error (e.g., bad input, unauthorized) 5xx Server Error Problem with the server Application error (e.g., crash, overload) 0 or missing No response Likely a network error DNS failure, timeout, CORS, etc. Common Status Codes and What They Mean ? Success (2xx) 200 OK: Everything worked as expected. 201 Created: Resource was created (e.g., after a POST). 204 No Content: Success, but no body returned. 🔁 Redirection (3xx) 301/302: Permanent/Temporary redirect. 304 Not Modified: Cached version used. Issues: Too many redirects (loop) can indicate a misconfigured server. ? Client Errors (4xx) 400 Bad Request: Malformed request (e.g., invalid JSON). 401 Unauthorized: Missing or invalid authentication. 403 Forbidden: Authenticated but not allowed. 404 Not Found: Resource doesn't exist. 408 Request Timeout: Client took too long to send request. 429 Too Many Requests: Rate limiting. These are application-level errors the server is reachable, but its rejecting the request. 💥 Server Errors (5xx) 500 Internal Server Error: Generic server crash. 502 Bad Gateway: Server received an invalid response from upstream. 503 Service Unavailable: Server is overloaded or down. 504 Gateway Timeout: Upstream server didnt respond in time. These are application/server-side issues the server is failing to process valid requests. 🌐 Network Errors (Status Code 0 or missing) These usually indicate that the request never reached the server or the response was blocked: DNS resolution failed Connection refused SSL handshake failed CORS policy blocked the request Client-side timeout Offline or no internet In a .har file, these often appear with: No status code No response body Error messages in the error or timings fields The L1.5 Apps Team will analyze the HAR file to determine if the issue is related to the web-applications performance or due to another factor. L1.5 Apps Team will then be assigning the ticket to L2 team for further investigation. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): Gideons L2, if error related to Web Application's performanceGIO-NET-SUPPORT L1, if error related to network ARTICLE TYPE: Process, Assignment TEAM: L1.5 Apps, L2, GIO-NET-SUPPORT L1
airliquide, analyzing, apps, availability, com, corp, diagnose, english, file, gideons, gideons availability & performance issue - analyzing har file to diagnose issue by l1.5 apps team, har, hezharjoyo, kaluny@as, l1, performance
NaN
KB0017695
Gideons - Interface issue with Oracle
English
hezharjoyo.kaluny@as.corp.airliquide.com
209
Deepak HASANI-SC
Uncategorized
Published
2025-09-08 5:33:08
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
298
2025-09-08 5:32:21
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is reporting Interface issue with Oracle STEPS: 1. Run the following query with the help of Local IT. This should return data SELECT * FROM dbo.Gvw_Rpt_Journal_DTToOracle GR WHERE GR.Period=<> SELECT * FROM dbo.Gvw_Rpt_Receipt_DTToOracle GR WHERE GR.Period=<> --ALL COUNTRIES OTHER THAN JAPAN SELECT * FROM dbo.Gvw_Rpt_Oracle_SumSalesDetails OSSD WHERE GR.Period=<> --FOR JAPAN SELECT * FROM Gvw_Rpt_Oracle_SalesDtl_Daily T WHERE T.Period=<> --Daily SELECT * FROM Gvw_SalesDtl_EOM_DTToOracle T WHERE T.Period=<> --Monthly 2. If this returns data, the issue is at the Oracle side. Contact Oracle team to check 3. If it did not return the data, raise ticket to HubIT to run the following SP and inform HubIT to check why the SP was not run on EOD or EOM EXEC dbo.Gsp_Populate_Interface @MonthRef = <> 4. If EOM or EOD failed, check the root cause and fix it LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: GIO End User Services (EUS) Assignment group list (GLOBAL) STEPS: *Before any escalation to these groups, make sure the affected PC's hostname is included in the ticket. Needed for Assignment group Working on AppStore GIO-EUROPE-EUS-Catalog Managers For creating/modifying/disabling RequestsPublishing Apps in my IT cornerCreate/modify/remove catalog Request GIO-EUROPE-EUS-Item Catalog Designers Creation windows packages GIO-EUS-GOPS-PACKAGING SERVICE-L3 Managing Deployments GIO-EUS-GOPS-PACKAGE DEPLOYMENT-L3 Managing Infra which belongs to User device team, like Marimba, DML etc, decommission of packages GIO-EUS-GOPS-MGMT-INFRA-L3 Managing workstation/workstation issues/failed installations GIO-EUS-GOPS-USER-DEVICES-L3 Managing Marimba Infrastructure (Server) (Fusion) GIO-EUS-GOPS-MARIMBA-L4 Managing yourway Infra/settings GIO-EUS-MANAGED DEVICES-YOURWAY-L3 LOGGING CATEGORISATION: For internal helpdesk reference only TICKET TYPE: Based on the issue ARTICLE TYPE: Process TEAM: L1
airliquide, appstore, assignment, chirol, com, corner, corp, deployments, end, english, eus, gio, gio end user services, gio eus, global, group, guillaume, hezharjoyo, kaluny@as, list, marimba, my, my it corner, services, yourway
NaN
KB0013146
BTS Firewall - Open flow block on server or firewall flows blocked
English
hezharjoyo.kaluny@as.corp.airliquide.com
571
Gregoire PENET
Uncategorized
Published
2025-08-15 10:42:18
4
GIO Service Desk
NaN
#########
4.00
GIO - EUS - Service Desk
NaN
NaN
NaN
376
2025-08-15 10:37:09
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to open flow block on server. STEPS: 1. User's IT Approval or Budget Approval has to make a request in Home > All Catalogs > IT Security > Firewall 2. Create or modify Datacenter firewall rules, depending on location URL: https://airliquide.service-now.com/now/sow/record/sc_cat_item/-1_uid_1 If the IT Approval or Budget Approval does not know how to fill in the Flow Matrix required in order to make the request (indicated in here above), the IT Approval or Budget Approval can contact the SSO support directly at the following email address: ext-wwgio-sso@airliquide.com. Important: If the user has no access to the above link, advise them to contact their manager/supervisor to submit the request on their behalf. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which topic: IT Manager or related lineReason: User need to raise GIO request to open the firewall -o-Resolution Notes for Cattask: Guided user to raise GIO firewall request *(((If the flow is open and the issue persists, assign ticket to GIO-SEC-PSS-RUN-L2_L3 , See incident INC0231336 as reference. Business service: Business service: GIO - SEC - On-site Firewall Situation: Network Subcategory: Access issue Assignment group: GIO-SEC-PSS-RUN-L2_L3
airliquide, block, blocked, bts, com, corp, datacenter, de, english, firewall, flow, flows, flux, gregoire, hezharjoyo, kaluny@as, les, modify, onsite, open, ouverture, ouvrir, ouvrir les flux flux flow block on server flow firewall rules datacenter server flux open flux ouverture de flux\n modify firewall datacenter firewall onsite firewall flows blocked open flows, penet, rules, server
NaN
KB0019631
Application Contact Point HUB
English
hezharjoyo.kaluny@as.corp.airliquide.com
618
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-09-29 14:32:22
5
GIO Service Desk
NaN
#########
2.50
BAP - HUB - GIDEONS
NaN
NaN
NaN
919
2025-09-12 5:07:19
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS If the user calls about issue that you should be assigned to support team, kindly check this list before assigning BEFORE YOU START: Please verify the attached document for correct assignment group details STEPS: You may access this link- https://docs.google.com/spreadsheets/d/14E75YXwEhYvS1V8fdgjB7KjL3WFZgVSksvrqzVlvGUw/edit?ts=5fc483be#gid=1430722637 LOGGING CATEGORISATION: Choose Business Service based on the users reported issue TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is contacting us, cause a folder has been shared with him but he does not have access in some files. POSSIBLE CAUSES: No access in several files, despite the fact that folders are shared with user. BEFORE YOU START: Please make sure what is the name of the folder that is shared with user. The person that shared the folder. STEPS: 1. Advise user to contact the folder share owner to share as well the file access. Sharing folders in mass does not include all the content share. https://support.google.com/drive/answer/2494822 2.To avoid such issues, is advised to check the folder authorization via Google groups and to not add or remove user on the folders. https://support.google.com/a/answer/167101 3. If user cannot manage the share like this, than he can user Share drivers options like : Team google drive, Aodocs. https://docs.google.com/presentation/d/1i8Gq4LYKj1-sGOgh3uxvmFLxOW68f4vyy2gK-MB8ASI/edit#slide=id.g3c097ba0d0_0_45 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: DriveContext: provide user with details information regarding folder content share permission In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User unable to populate the quotation field POSSIBLE CAUSES: Parent customer is not "Active". BEFORE YOU START: Ensure that the parent customer is not in "Inactive" or "Dormant" state. STEPS: 1) Check the Active Status of the Parent customer in Gideons Web page or from SQL query. SQL Query : USE ALA_GIDEONS SELECT ACTIVE_STATUS, * FROM PARENT_CUSTOMER WHERE CUST_NO LIKE 'CUST_NO' Example : USE ALA_GIDEONS SELECT ACTIVE_STATUS, * FROM PARENT_CUSTOMER WHERE CUST_NO LIKE '%DUS985%' 2. If the user would like to create the Quotation for this Parent Customer, kindly ask user to raise a new ticket to activate the Parent in Gideons Web. 3. Else, kindly ask user to choose only "Active" parent customer to auto-populate the values. LOGGING CATEGORISATION: Ticket template to be used: NONE Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:Germany/Poland ENTITY:BIS E&C SYMPTOMS: User from Frankfurt or from Krakow needs to change the license server for ProTreat STEPS: Please forward tickets concerning that change / application to the onsite. If you feel comfortable you can also do the modification on your own by following the guide: https://docs.google.com/document/d/146Y7UU4NUMT3M1UUOLkjQ7e0mCxA2g073TJGZ0KoL6s/edit LOGGING CATEGORISATION: Business service: BEC - Local Business Applications Configuration item: Hostname Category: Application Subcategory: Support / Assistance Assignment group: GIO-EUS-FS-GER-L2 (for Frankfurt users) or BEC-EUS-FS-KRA-L2 (for Krakow users) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User needs a BT conferencing account . STEPS: Ask user to send e-mail to asia.conferencing@bt.com . �Close the ticket. Update: For the list of user who will receive webex account- https://docs.google.com/spreadsheets/d/1s_W06M0KjDTVlrgmydW0d9GwuGn4v4BGo30sutrYV_o/edit#gid=0 Steps on how to set up Webex Meeting https://docs.google.com/document/d/1hi1ZIDqREglpchpy7rfJrYwqAD7PXWPe6jPlFHj1zr4/edit LOGGING CATEGORISATION: Business service: BAP - HUB - Telephony Configuration item: Category: Application Subcategory: Support / Assistance Resolution Notes: Guided user to send e-mail to asia.conferencing@bt.com . ARTICLE TYPE: FCR TEAM: L1
Remove User's Visibility Temporarily from Google Space / Google Contact
English
hezharjoyo.kaluny@as.corp.airliquide.com
12
Hezhar Joyo KALUNY-SC
Windows - Storage / Performance
Published
2025-07-28 19:43:24
7
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-05-08 8:24:21
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: *GLOBAL* ENTITY: *ALL* SYMPTOMS: HR or CARM Manager request to hide non-onboarded employee's visibility from Google Space / Google Contact. E.g The user will be joining AL in June 3rd 2024, but the account has been already created in Workday. For some confidentiality reasons, the identity need to be hidden. STEPS: Kindly change the specific status together with date validity in CARM (see the red highlighted area on the image attached below) LOGGING CATEGORISATION: Ticket template to be used: CARM - Request Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Situation: How-To/Question [Ad Hoc Request] Assignment group (if not L1): L1 Resolution Notes: Change the specific status together with date validity in CARM TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article describes the steps to perform in case an end-user requires their Office 2016 license(s) reactivated. POSSIBLE CAUSES: As the end of support for Office 2016 applications is coming in October 2025, Air Liquide is in the process of moving away from these apps and towards newer versions of them. As part of this project, the Office 2016 application licenses will be removed from end-user computers based on the following timeline: BEFORE YOU START: The forms indicated in this article are ONLY TO BE USED IN CASE OF AN EMERGENCY, if the user does not state a specific reason why they need their license back immediately, provide information about the Google Workspace transition elements described in KB0055243 Submission of the form(s) does not guarantee that the user will get their license back, each request will go through an approval phase involving the designated entity approver. STEPS: 1. Open an Interaction, then open a Request from your Interaction 2. Search for 'reactivate Microsoft' in the main search field of MyITCorner 3. Choose the form corresponding to the application they need the license for: In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Reactivate Microsoft xx Request details: - In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: According to the case Resolution Notes: Reactivate Microsoft xx request submitted.
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Can't find the CTS in the menu. POSSIBLE CAUSES: Functions not updated. STEPS: 1. Check permissions in customer portal If the above steps did not solved the issue please raise an incident with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: The end-user is encountering an issue related to NAVISION BEFORE YOU START: Kindly collect all necessary information, including the error message, screenshot, relevant URL, etc., and attach them to the ticket STEPS: Please create an Incident ticket and select the appropriate Business Services from the list below based on the issue reported by the user for any ticket that will be handled by the GCC NAV l1 Team. BAP - GCC - NAVISION - HHTAPP BAP - GCC - NAVISION - HRM BAP - GCC - NAVISION - INTERFACE BAP - GCC - NAVISION - Kodak OCR BAP - GCC - NAVISION - LOGISTICS BAP - GCC - NAVISION - Oxygen Plant Operation Tool BAP - GCC - NAVISION - SALESFORCE BAP - GCC - NAVISION - SALESNMKT BAP - GCC - NAVISION - TeleTREK RAW BAP - GCC - NAVISION - WAREHOUSEAPP LOGGING CATEGORISATION: Business service: Chose relevant Business Service based on the issue Configuration item: NAVISION APAC - PROD or if applicable Category: Based on the issue Subcategory: Based on the issue Assignment group (if not L1): BAP-GCC-NAV-L1 ARTICLE TYPE: Process, Assignment TEAM: BAP-GCC-NAV-L1
B+ Plus - Any inquiry from users regarding B+ Plus
English
hezharjoyo.kaluny@as.corp.airliquide.com
44
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-09-29 14:33:45
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Local Support - APAC
NaN
NaN
NaN
18
2025-05-27 6:31:22
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: Japan ENTITY: BIS-APAC SYMPTOMS: User is asking any issue or information regarding B+ Plus STEPS: Guide user to refer to this link for any inquiry about B+ LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - APAC Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Guide user to refer to this link. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If the ticket is routed to SD due incorrect assignment. POSSIBLE CAUSES: Ticket assigned to incorrect team BEFORE YOU START: Check first the work notes if previous team provided information regarding the issue STEPS: SD should make sure to check configuration item for the application that is being reported as per below link. https://docs.google.com/spreadsheets/d/14xQFi8t-PKzkf9vYO2Y8kjsG0VLBUv5_x7wwLOoK8AE/edit#gid=119896102 Key points for rerouting SLA is calculated for every minute against a business service and cannot be change once calculatedIt is KEY to update the business service whenever rerouting tickets between different support groups Click on Configuration Item Preview this record Click on Open Record Scroll down and find Requires - Cloud Services Account Click on AWS Account Required to reroute from application team to Cloud service account support group: Cloud services account Every cloud services account has a different support group, business service and service offering Support group To route incident to correct support group Business service To calculate the correct SLA Support group - copy Support group name Business service - scroll down and click on Service offering TAB a. Click on Service Offering Copy Business service group name Click on Routing / Situation 1.Reroute incident from application team to cloud services account support Add business services that was copied earlier.Select correct situation from drop down menu.Insert Cloud service account name as configuration item.Insert group copied from cloud service account. ARTICLE TYPE: Process TEAM: L2
airliquide, application, com, corp, correctly, english, fernandez-sc, hezharjoyo, how, how to, kaluny@as, mariacecelia, reroute, software, ticket
NaN
KB0021590
CTWALK - Information request
English
hezharjoyo.kaluny@as.corp.airliquide.com
6
Mateusz DREHER
Uncategorized
Published
2025-06-02 5:40:48
4
GIO Service Desk
NaN
#########
NaN
BEC - CTWALK
NaN
NaN
NaN
0
2025-06-02 5:39:34
#########
NaN
BEC-ALAIR-L3
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: Users wants to have some information about the application CTWALK or data (info about backups, development date, backlog, pending tickets) STEPS: Assign an Incident to BEC-CTWALK-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - CTWALK Configuration item: CTWALK - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEC-CTWALK-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
BTS - Website - "Your connection to this site is not secure"
English
hezharjoyo.kaluny@as.corp.airliquide.com
194
Miranti NINGRUM-SC
Uncategorized
Published
2025-08-14 8:57:35
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - On-site Firewall
NaN
NaN
NaN
58
2025-08-14 8:57:14
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user is experiencing issues while accessing internet/intranet URLs (it was accessible before but after the machine is rebooted, all URLs are showing "not secure" or "Your connection to this site is not secure"). POSSIBLE CAUSES: Check if a site's connection is secure STEPS: 1. Make sure Cortex is enabled and update the Zscaler Policy.2. In the Command Prompt, run the followings: - gpupdate /force- ipconfig /release- ipconfig /flushdns- ipconfig /renew- netsh int ip reset- netsh winsock reset 3. Restart the computer to complete this action. LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Internet Access Configuration item: Hostname Category: Network Subcategory: No Internet / Intranet Access Resolution notes: After performing the basic troubleshooting steps, all URLs are accessible now. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bts, com, connection, corp, english, hezharjoyo, is, kaluny@as, miranti, ningrum-sc, not, secure, site, this, to, website, wifi, your
NaN
KB0019598
Bar+ - unable to login to BAR+ China
English
hezharjoyo.kaluny@as.corp.airliquide.com
131
Jack Keong WONG-SC
Uncategorized
Published
2025-09-08 5:44:21
4
GIO Service Desk
NaN
#########
4.60
BAP - HUB - BAR+
NaN
NaN
NaN
90
2025-09-08 5:43:47
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: China ENTITY: BIS APAC SYMPTOMS: User fail to login to BAR+ showing Error: User have to be register! Please contact Admin POSSIBLE CAUSES: Optional content: Default sales rep was not tick STEPS: Open the AL SecurityThe application chooses GideonsCountry Select the Users country, then press Ok AL Common Security Manager will show upGo to Security tab then choose Security ManagerA new window will prompt out, For the entities, choose on the UsersFind the username then click on Edit button on the ribbon Modify the access to sales rep or sales manager (depend on what user request)Make sure the User status is active and the account expired Date was not expired Go to the User group tab, Find the Group BAR PLUS SALES REP(SR) (if user apply for the sales rep) or BAR PLUS SALES MANAGER(SM) (if user apply for the Sales Manager) and tick on it Go to the Sales Reps. Tab, make sure have a Default sales rep is tick for the user. (user need to provide the default sales rep ID when they raise the ticket. Click on save, advise user to try login after 30 minutes LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): L1 Resolution Notes: Service desk will guide the user to provide access via AL Security ARTICLE TYPE: FCR TEAM: L1
access, airliquide, al, al security, alsercurity, bar, bar +, bar+ grant access, china, com, corp, english, grant, hezharjoyo, jack, kaluny@as, keong, login, security, unable, wong-sc
NaN
KB0012353
Concur - expense notification modification
English
hezharjoyo.kaluny@as.corp.airliquide.com
748
Pierre GAC
Uncategorized
Published
2025-06-17 5:00:10
4
GIO Service Desk
NaN
#########
NaN
Travel expense management
NaN
NaN
NaN
299
2025-06-17 4:59:54
#########
NaN
BCF-GLOBAL APPLICATIONS-WEB APPS
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is calling for assistance on how to submit expense report to manager. Notification is going to another manager. Amex and Concur are currently working on a bug regarding the automatic sending of notifications for out of policy trips to the wrong manager. They do not know when this issue will be solved but please bear in mind that it is possible to check who will be the recipient of the notification and that it is possible to edit the approval workflow. Here are the steps how to modify the report manually. BEFORE YOU START: PREREQUISITES: 1. The manager has to be defined as an approver in his own (manager's) Concur profile ("expense approver" needs to be ticked).2. The approver should have an approval limit defined on entity of the user. 3. The approver needs to have "expense approver" role in his own profile. 4. In the concur profile of the user the right person (manager) has to be assigned as default expense approver. If all 4 prerequisites are fulfilled - user should be able to submit his expense report. STEPS: 1. Before submitting, click on "Request details": 2. In request timeline, check the approver and click on edit if necessary : 3. Click in field "Name", select the approver in the dropdown list and submit the request: For more details on this subject see article: KB0012591 - CONCUR EXPENSE - Cannot find expense approver or see the tab "authorized approval limit" in google sheets attached to this article LOGGING CATEGORISATION: Business service: Travel expense management Configuration item: E-Expense Concur SaaS - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted on modifying the expense notification. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS WORKSPACE ONE - Unable to perform a password reset
English
hezharjoyo.kaluny@as.corp.airliquide.com
200
Alexandre BONNAIRE
Windows - Storage / Performance
Published
2025-09-18 11:04:55
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
34
2025-09-18 11:04:37
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: Administrators (Service Desk, Fleet Admins, etc..) is unable to perform a password reset for Workspace One: STEPS: Submit the Workspace One - Administrator Account Management GIO request for yourself.In the form, Select Action: Reset Existing Account LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Redirected user to appropriate support contact.
COUNTRY/REGION:FRANCE ENTITY:HHC SYMPTOMS: Philips Respironics has updated the server. User cannot see the data logging correctly from the SD CARD. POSSIBLE CAUSES: User cannot have the correct data logged from the Encore pro. BEFORE YOU START: Following the update of the Philips website called Encore-Anywhere on 14/10/2022, the upload of data from SD cards will no longer work. All the HHC France entity are impacted, except Vitalaire and Orkyn because they do not use Data Card Utilities. STEPS: 1. Log onto Encore Pro Anywhere (web version) https://www.encoreanywhere.com/ 2. Click 3. A white window appears for 40 seconds, then this text is displayed:You must have the Data Card Server (DCS) application to access data cards from Philips Respironics. 4.Download DCS by clicking on the hyperlink. 5. Uninstall the current version of DCS from the PC. 7. Unzip folder or DCS and extract the contents. 8. Run the .bat file as administrator. Click here for a version of steps in french. LOGGING CATEGORISATION: Business service: BHC - Other applications Configuration item: (if applicable) Category: Application Subcategory: Bug /Defect Resolution Notes: Data Card server installed correctly
airliquide, anywhere, bazonnard, card, com, corp, data, encore, encore pro anywhere installation, english, hezharjoyo, installation, kaluny@as, marie-cecile, pro, sd, sd data card, server-
NaN
KB0010299
Server Access
English
hezharjoyo.kaluny@as.corp.airliquide.com
365
Bob MOORE-SC
Uncategorized
Published
2025-09-29 14:48:03
5
GIO Service Desk
NaN
#########
NaN
GIO-CS-AMER-Operations
NaN
NaN
NaN
326
2025-08-27 4:14:00
#########
NaN
GIO-CS-AMER-COMMAND_CENTER-L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: User requesting access to AL server User needs to be added to local admin or RDP group for a server BEFORE YOU START: Helpdesk NAM doesnt have the capability to provide server access. Ticket must be created and assign to the correspondent support contact depending on the server. CISO and Security teams have the capability of providing server access. Contact information of the support group should NOT be provided to the user. STEPS: Create an Incident ticket with the server details Server name and/or ip addressAccess typeAny other relevant information from user Find the server in order to determine the correspondent group for the server requested Search for the server in CMDB Go to https://airliquide.service-now.com/cmdb_ci_server_list.doMake sure the search criteria is set by "Name"Input the server name and click enterOnce server is located, clic on the "i" next to it to display the server informationSearch for "Support Group" for the applicable supporting group of that specific serverYou can also click on the server name to display the information in another pageThe "Support Group" will also be the same Assign the incident to the correspondent support group as per the server information If it is not there, check the list of server names If located in this list, assign the incident to GIO-CS-AMER-COMMAND CENTER-L1 If unable to locate the server in the lists and but it starts with GIO-CS-AMER Assign the incidentto GIO-CS-AMER-COMMAND CENTER-L1, You can also check KB0014095 TCS - CLOUD-SVCS (AME) for other TCS server groups If unable to locate the server and it does not start with GIO-CS-AMER Verify with your SD2 or TL for assistance locating the right group LOGGING CATEGORISATION: Ticket template to be used: AME - Server - Issue / Request Business service: GIO-CS-AMER-Operations Category: Application Subcategory: Access / Rights Assignment group: GIO-CS-AMER-COMMAND CENTER-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User reports that he/she cannot cannot receive the transit order in Navision. BEFORE YOU START: FAQ questions -> User knowledge bases in My IT Corner: My IT Corner: https://airliquide.service-now.com/myitcorner?id=al_search&t=al_kb&q=navision STEPS: !!Always make sure that the ticket contains all the necessary information for resolution!! (E.g. Order number and/or client id and/or PO number and/or transaction code) how many users affecteddo basic troubleshooting (restart Navision)restart computerin case of web application: do basic web troubleshooting Also make sure that the ticket contains a full screenshot of the Error Message when possible! LOGGING CATEGORISATION: Ticket template to be used: AMEI - NAVISION - Functional issue Business service: Depending on the department (ask user!) - BAMEI - Navision - Account and Finance - BAMEI - Navision - Procurement - BAMEI - Navision - Sales - BAMEI - Navision - Logistic and Supply Chain - BAMEI - Navision - Production - BAMEI - Navision - Health Care Configuration item: Navision 2016 - PROD Situation: Bug/Defect [Incident] Assignment group: BAMEI-HUB-NAVISION-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: in PDA the user can't use voice typing option when the user tries to dictate, it will shows error; your admin restricted this function STEPS: In Launcher click on settings button select enter admin mode and type in code (alit01) don't tell to the user look for Security click on Back icon select General management select keyboard list and default disable and reenable the samsung voice input Then Voice input will work Update since 09.11.2022 if the voice message notification is not working in this case user need to call ORANGE, number 706 (Pour des problèmes liés à la messagerie vocale utilisateur doit appeler Orange, ext 706) In case of any issue create an incident (Bug/Defect [Incident]) and assign it to GIO-EUS-SD-EUROPE-L1.5 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Support / Assistance Resolution Notes: Then Voice input is working correctly ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:FR/ILE DE LA REUNION ENTITY:SEPRODOM SYMPTOMS: FR Seprodom user needs any kind of assistance which is not related to their accesses (computer replacement request, hardware issue, application functional issue). BEFORE YOU START: It is mandatory to check the user actual location and the entity. This KB cover functional application issues, hardware issues and request access. STEPS: Please guide user according to the following communication or click on the underlined word. LOGGING CATEGORISATION: Business service: BHC - Other applications Situation: How-To/Question [Ad Hoc Request] TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
CARM - user not able to do anything in CARM, sees only 1 tab
English
hezharjoyo.kaluny@as.corp.airliquide.com
140
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:28
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
43
2025-08-27 9:10:09
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is not able to do anything in CARM. He/she can see only 1 tab. POSSIBLE CAUSES: User is a newcomer and has never logged in CARM before. STEPS: Ask user to fill out the challenges/responses. Explain that CARM is set in this way to force them to fill out the answers. Until they do not fill it out, they will not be able to manage their accesses in CARM. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to fill the form in CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - End-User Account Provisioning in CARM Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
able, airliquide, anything, can, cao, carm, challenges, com, corp, do, english, hezharjoyo, kaluny@as, not, one, one tab in carm, only, responses, sees, sees only 1 tab, tab, user not able to do anything in carm, vincent
NaN
KB0024827
MacOS - Local account login
English
hezharjoyo.kaluny@as.corp.airliquide.com
81
Fabrice FORGEAIT
Uncategorized
Published
2025-07-30 10:32:08
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mac OS
NaN
NaN
NaN
42
2024-11-20 3:39:57
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: The user when power on the MAC, needs to login into local account (not related to Air liquide account), as during enrolment the user had to set up a login password to the local account. BEFORE YOU START: Make sure the user is stuck in the login page as per following (only password required) NOTE! The user doesnt need to be on AL network Common Issues: The user forgot the password for local account:They need to unblock their session with recovery key STEPS: ON MAC: If the user is unable to login: User needs to launch MacOs recovery mode: depending on the processor INTEL OR M chip by apple (M1,M2,M3) : Intel mac: restarting the mac, and push for longtime command+R, User will see see his/her username and under the question in blue color: vous avez oublié le mots de passe? It will ask for :Saisissez votre clé de secours pour déverrouiller le volume <> M1,M2,M3 Mac: need to turn of the mac, Press and hold the power button on your Mac until you see Loading startup options, then select OPTIONS , and need to type in the RECOVERY KEY1. 2. 3. Now look for the recovery key in Workspace console: 1. OPEN : https://console-workspace.apps.airliquide.com 2. Username: Your admin account's username (you can check it in CARM) and password 3. Chose Business Only 4. Look for the users name or you can search with the macs serial number 5. Select the device 6. After selecting the device, go to security tab, then look for View Recovery key 7. Share the Recovery key with the user: 8. Then the user can set a new password, finally the user will able to login 9. After successful login the user can synch the password ( Mac password and AD password ) by clicking on the key sign (KB0024854) LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - MAC - Request Business service: GIO - EUS - UWP - Mac OS Situation: OS - Login impossible [Incident] TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: A Subcontractor (-SC) user, cannot access Google services such as Gmail, Calendar, chat. POSSIBLE CAUSES: BEFORE YOU START: A change has been made for NEW subcontractor creation, by default these users will have Google light licences. Here is the description of the different licence we got on Air Liquide. PS: Existing -SC account are not impacted (Except if the google account has not be use in the last 3 month ) STEPS: After the account creation, manager can request a full Google Workspace licence. It can take 24 hours for the license to be granted. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
access, airliquide, com, corp, digital, digital workspace, english, google, google licence, google license, hezharjoyo, kaluny@as, licence, license, subcontactor, workspace
NaN
KB0041719
Comeen Play - enroll a chromebox
English
hezharjoyo.kaluny@as.corp.airliquide.com
178
Arnaud HENRI-SC
OKTA / Mobile Enrollment
Published
2025-08-25 4:39:58
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - CWS - Digital Signage
NaN
NaN
NaN
20
2025-08-25 4:39:27
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User call for assistance on how to enroll a Chromebox to Comeen Play. BEFORE YOU START: Users must have an Air Liquide computer or their smartphone (enrolled in Mixed usage or Business Only profile) next to them Verify to have the Chromebox up to date with the latest ChromeOS version Users must have access to Authenticator Portal to generate backup codes by themselves. In case of issues, please create an ad hoc request as per KB0041739 STEPS: 1. Connect all cables first and then connect to a power outlet. 2. Once the Chromebox is on, it will ask the user to set up the parameters related to language, keyboard, timezone, and finally the network. Choose the correct parameters according to their country then click OK 3. Connect the Chromebox to a network. 4. Untick the optional checkbox that allows sending usage statistics to Google. Accept the Chrome OS terms & conditions to be able to continue with the Chromebox setup. 5. DO NOT SIGN IN! Press CTRL + ALT + E simultaneously on the keyboard to begin Enterprise Enrollment mode. 6. Enter the username comeen.play@airliquide.com and password EnrollComeenPlay23! Please don't use your smartphone to generate the code or your user's own Kite account! Use it only to enroll a chromebox for the Digital Signage service. 7. Go to Authenticator Portal then click on Account Service in gray to generate a backup code. A code is automatically created every 30 seconds. 8. Enter the backup code. If the user is not identified as person able to enroll the chromebox, please create an adhoc request to request access to the Digital Signage authenticator portal as per... 9. When user gets a confirmation message that the device is successfully enrolled, click Next then Reboot the device. 10. At restart, the Chromebox is ready to be configured in ComeenPlay and a code should normally be displayed at the screen. If Comeen page doesn't display, it means the user may forgot to enroll the device properly (step 5) so they need to wipe the device first. Refers to this procedure. LOGGING CATEGORISATION: Business service: GIO - EUS - CWS - Digital Signage Configuration item: Hostname of Chromebox Category: Devices Subcategory: Support / Assistance Resolution Notes: Assisted user with enrolling the Chromebox to Comeen Play. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AMER ENTITY:BIS AMER SYMPTOMS: High Radius Request/Issues LoginBusiness AdministratorsLogin issue Data not moving from Oracle to High RadiusData not moving from High Radius to Air Liquide - Cash Applicationd BEFORE YOU START: High Radius is the accounts receivable collection tool being used by Air Liquide Americas. There are 2 main modules: CollectionsCash Applications Login Login is controlled by SSO based on the users network account. PROD SSO Link: https://login.airliquide.com/home/air-liquide_highradiussaascanada_1/0oa78jwi7fkG6uhju417/aln78k1g55Tj22rLG417 User's accounts are requested via CARM. Business Administrators Air Liquide Canada Approver: Barbara Van Oye Air Liquide US Approver: Barbara Van Oye Vitalaire Approver: Veronique Serra Backup: Amanjit Gill Mexico, Dominican, Colombia, Argentina, Chile and Uruguay Approver: Alfonso Ferreyra Dillon For CARM Access Go to CARM https://carm.apps.airliquide.com Click on My Access on the top Menu Or the Center option Then click on "Request new access" from the left hand side or the "Plus" sign Search for High Radius access request STEPS: 1- Login issue The user must be logged into the AL network (at the office or via VPN). Check user is connected correctly to AL NetworkThe user must have a High Radius account created either by the business administrators or through CARMVerify the user has a High Radius Account Assign ticket to BAM-APP-L2-Finance & ERP - NAM High Radius Support If required, the Business Admin will open a ticket with High Radius Support - https://customersuccess.highradius.com/s/ 2- Data not moving from Oracle to High Radius Assign ticket to BAM-APP-L2-Finance & ERP - NAM Members of BAM-APP-L2-Finance & ERP - NAM will troubleshoot and escalate to the DBA Team if required. Verify the jobs are completing correctly in OracleVerify that the files are being moved by SFTP LNX72 to LNX52 from OracleVerify that the files are being moved by SFTP LNX52 to High Radius SFTP 3- Data not moving from High Radius to Air Liquide - Cash Application Assign ticket to BAM-APP-L2-Finance & ERP - NAM Members ofBAM-APP-L2-Finance & ERP - NAM will troubleshoot and escalate to the DBA Team if required. Confirm file(s) are available on High Radius SFTPConfirm file(s) are being moved from High Radius by SFTP LNX52Confirm file(s) are being moved from SFTP LNX52 to Oracle by SFTP LNX72Confirm Oracle are consuming the file(s) 4- For any other issues Redirect user to Gaston Puga. LOGGING CATEGORISATION: In case of blank webticket or data issue: Business service: BAM - Finance & ERP - Oracle NAM Category: Application Subcategory: Data issue Assignment group: BAM-APP-L2-Finance & ERP - NAM In case of redirection to key user or CARM: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARM or IT Manager or related lin Explanation: Guidance to CARM/key user
GIDEONS - Invoices are not included in PVT_SalesDetails report and how to check record stat
English
hezharjoyo.kaluny@as.corp.airliquide.com
35
Siti Noor WAHAB-SC
Uncategorized
Published
2025-09-12 4:55:36
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
48
2025-09-12 4:55:14
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Users cant find some invoices in PVT_SalesDetails report. POSSIBLE CAUSES: Invoicing before delivery is enabled for the parent customer. If user wishes to update the logic of report, please raise a demand. BEFORE YOU START: 1. Please make sure to include Invoice No, report name, screenshot to the ticket before assigning to Service Desk L1.5 2. Ensure you have the access to the report location (\\as-gidpa-gcc\gideons reports\Taiwan) STEPS: 1. Find the report and script in this location: \\As-gidpa-gcc\gideons reports\Taiwan 2. Find the invoice No first if the users provide the Government Invoice ID. For example: SELECT INVOICE_NO,* FROM INVOICE_REF WHERE GOVN_INV_REF IN ('HU75731853','HK55518816','HK55518810') 3. Check the record_status of DO If DO is invoiced, then it will be moved to DO_HEADER_HISTORY table, otherwise it will be kept in DO_HEADER table.If RECORD_STAT = T (trip) with invoice No, this means the parent customer is enabled for invoicing before delivery, however, the delivery order is still in the DO_HEADER table. The PVT_SalesDetails report is derived from DO_HEADER_HISTORY table, not DO_HEADER table, therefore it will not be captured in the report as it is excluded for the case of invoicing before delivery. DO Status List: From Gideons From BLAC C-confirmed 0-Active H-Cancelled 10-Committed I-Invoiced 15-Printed R-Sidelined DO 20-Confirmed Blank-Outstanding 99-Cancelled T- Trip LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:GLOBAL ENTITY:ALL except CHINA/BIS APAC SYMPTOMS: First time Enrollment or Re-enrollment IN CASE OF UNEROLLMENT: if you need to remove the IOS device from WS1 console : NEVER USE WIPE DATA, ONLY DELETE DEVICE Most users has okta on mobile, so if not enrolled to HUB , they will receive the following message: BEFORE YOU START: Requirements: 1. Mobile Device Access in CARM 2. QR code via mail Please promote to the users the Self Service Portal (https://console-workspace.apps.airliquide.com/MyDevice) 3. iOS mobile device must be iOS 15 or higher (iPhone or iPad) If lower please ask for update, otherwise user will need to request a new device in My IT Corner 4. Open the email you received from Intelligent Hub on your computer 5. OKTA group - Google- WaitingForEnrolment -if not there please add it manually : KB0042982 5. Access to internet: cellular connectivity (4G, LTE, etc.) - DO NOT connect to wifi during enrollmentNo need to be on an Air Liquide site. 6. Apple ID in order to install HUB from App store 7. After user scan the QR code and chose "Download profile", the user may encounter pop up "Security Delay Required to Change Stolen Device Protection" and an 1 hour timer. User needs to go to Setting > Face ID & Passcode (key in iPhone passcode) > Stolen Device Protection > Switch off. After that, user needs to wait for 1 hour and re-enroll. STEPS: 1. Verify in CARM and Airwatch that MIXED USAGE is reflected in both 2. Assist the user to set up Intelligent Hub: Refer to My IT Corner article: Learn to enroll your mixed-usage iOS mobile device in Intelligent Hub You can provide the link to the user. 3. Add Gmail account On IOS there is a difference, as enrollment steps doesn't contain the Gmail setup, As result after successful enrollment, user needs to go to Gmail app, and add the professional email account NOTE; user maybe has a personal email already, in this case click on the profile (top right corner) then select - Add new account. On your iPhone or iPad, open the Gmail app .At the top right, tap your profile picture.Tap Add another account. Set up email , select - Google Add the professional email and authanticate with okta 4. Make Manage OKTA by HUB (only if okta was activated on mobile before HUB enrollment) NOTE; IF they cancel it, the user needs to reinstall the OKTA from HUB, then question will be pop up again. 3. If unable to enroll, see KB0018306 Intelligent Hub - Enrollment issues on Mixed Usage (GLOBAL, Mixed) 4.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile Device Enrollment Assistance Request details: Enrollment type: Mixed - usageOS Type: iOSReason: New device or Device - replacement In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrollment Resolution Notes: Mobile Device Enrollment Assistance form submitted.
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling, because they have issues with Zuther+Hautmann SAP. STEPS: Please open an incident and send to BHC-VADE-SAP. LOGGING CATEGORISATION: Business service: BHC - VADE - ERP Zuther+Hautmann Category: Application Subcategory: Support / Assistance Assignment group: BHC-VADE-SAP TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User unable to access Oracle or other access issues for systems managed in CARM. Grey colored icon indicates expired rights/access. STEPS: Open CARM https://carm.apps.airliquide.com/ Click on "My Access"At the expired access icon, click on the 3 dots icon and click "restore".Type the justification to restore the access and submit it.After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM - How to restore access In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
MDM (Master Data Management) / EBX - Access or Installation
English
hezharjoyo.kaluny@as.corp.airliquide.com
65
Brice RATAJCZAK
Uncategorized
Published
2025-07-29 18:11:26
5
GIO Service Desk
NaN
#########
NaN
HCDIT-FR-MDM
NaN
NaN
NaN
14
2025-07-03 5:59:01
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOMEHEALTHCARE SYMPTOMS: User is calling for access or installation regarding MDA / EBX application BEFORE YOU START: Description : Master Data Management about heath professionals People within HHC France that use this Application today : - FR-ALHIST - FR-ALEHOS SERVICES (One day will be renamed to ALSD France) STEPS: 1. Access: Attributed by team MDM (ask by email, "see your manager") username : email address password : personnel If problem access, check assign to BHC-SUPPORT-L1 2. Installation: Launch http://hc-mdm-prod.eu.corp.airliquide.com/ebx-ui/ui on user's PC. In case of any issue follow KB0049888 LOGGING CATEGORISATION: Business service: HCDIT-FR-MDM Configuration item: MDM - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted with MDM (Master Data Management) / EBX application TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Setup schedule run report Refer to ADHOC1026138. POSSIBLE CAUSES: Set Schedule run program daily or monthly BEFORE YOU START: User need provide report name and entity STEPS: Advise user to raise catalog request to Schedule run program daily or monthly into oracle system : This is Link user need apply : https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=8797d5eddb0b1418b35b949adb9619e0 Requests from this catalog are required in order to get approval from the manager before IT proceeds the start setup process LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: Assignment, FCR TEAM: L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Location not found when accessing BLAC. POSSIBLE CAUSES: User is not assigned to the preferred location. STEPS: 1. Open AL Security Application 2. Find menu Assign location and check if the user is assigned to any location that s/he was given the access to. 3. If the user is not assigned to the preferred locations, select the location and save. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC - OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
accessing, airliquide, blac, com, corp, deepak, english, found, hasani-sc, hezharjoyo, kaluny@as, location, location not found, not, when
NaN
KB0013389
Windows 10 - delete a shortcut/folder/icon/ect from desktop - user has no admin rights
English
hezharjoyo.kaluny@as.corp.airliquide.com
141
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:34:27
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
226
2025-05-26 10:39:33
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User needs to delete a shortcut/folder/ect from desktop - user has no admin rights to perform this action. STEPS: Remote to pc, delete the shortcut/folder from desktop with your admin rights. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution notes: Service desk will remote into users PC and assist to delete the folder using ADM access. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
10, adm, admin, airliquide, asking, com, corp, delete, delete a shortcut/folder/ect from desktop - user has no admin rights, delete smtg from desktop asking for adm right, delete something from desktop, deleting, desktop, ect, english, folder, gerhards, has, hezharjoyo, icon, kaluny@as, maik, no, no admin rights for deleting shortcut from desktop, remove, remove icon from desktop, right, rights, shortcut, smtg, software, something, windows
NaN
KB0020746
Bravo - Wrong data is automatically consolidated on every trip
English
hezharjoyo.kaluny@as.corp.airliquide.com
11
Gunalan BALAN-SC
Uncategorized
Published
2025-07-29 18:12:19
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
12
2025-07-02 3:51:16
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: When shipping company tries to consolidate the trip made by driver, every time 1177296 is automatically consolidated. And it always disturbs the consolidation with new trips. The user always makes new digi-tacho data manually. POSSIBLE CAUSES: Driver selected wrong date in OBC. STEPS: Get the screenshot and escalate to HUBIT to perform below troubleshooting from backend. MIRAI.SYNC_HT_NIPPO_HISTORY Column=[END_DATE_TIME] 2022-04-02 14:07:00 => 2021-04-01 16:20:00 Trips 1178284 are automatically consolidated every day. Ref MIRAI.SYNC_HT_NIPPO_HISTORY Column=[END_DATE_TIME] 2022-04-02 14:07:00 => 2021-04-01 16:20:00 SQL /****** SSMS ? SelectTopNRows ?????????? ******/ SELECT TOP (1000) [MAIN_SEQUENCE] ,[SUB_SEQUENCE] ,[START_DATE_TIME] ,[END_DATE_TIME] ,[TRAILER_BARCODE] ,[PRIMEMOVER_BARCODE] ,[END_DEPOT_CODE] ,[DRIVER_BARCODE] ,[ROW_VERSION] FROM [ALJAPAN].[MIRAI].[SYNC_HT_NIPPO_HISTORY] WHERE DRIVER_BARCODE = '00500021' AND MAIN_SEQUENCE = '10781131' ORDER BY END_DATE_TIME DESC LOGGING CATEGORISATION: Business service: BAP HUB BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has any functional issue, bug or report a misrouted CATTASK in My IT Corner or Service Now (SNOW, manage my service) Blank Approver in CATTASK/RITM Ticket Survey IssueNot able to add attachmentTo check - REQ for approver detailsMisrouted ticketMissing categoryFaulty 3-strike rules automation STEPS: 1-Create an incident with a detailed description and screenshots 2-Assign ticket to GIO-ITSM DXC Third Party Maintenance. LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Configuration item: MyITCorner - PROD or ManageMyService - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance Team TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-ITSM DXC Third Party Maintenance Team
3-strike, able, add, airliquide, approver, attachment, automation, azerrad, blank, blank approver in cattask/ritm, bug, category, cattask, com, corner, corp, defect, details, english, ess, faulty, faulty 3-strike rules automation, functional, functional issue, hezharjoyo, itsm, kaluny@as, laurence, manage, manage my service, managemyservice, misrouted, misrouted ticket, missing, missing category, mms, my, myit, myit corner, not, not able to add attachment, not working, now, req, req approver details, ritm, rules, service, service now, snow, sow, survey, ticket, ticket survey issue, web, web ticket, working
NaN
KB0022132
Fixed Telephony India - line issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
34
Najeeb KELOTH
Uncategorized
Published
2025-09-29 14:56:51
5
GIO Service Desk
NaN
#########
NaN
BAMEI - Fix and Mobile Phones
NaN
NaN
NaN
11
2025-09-03 3:35:16
#########
NaN
BAMEI-AREA-MGR
COUNTRY/REGION: INDIA ENTITY: BIS AMEI SYMPTOMS: User is located in India, reporting a Fixed telephony line issue POSSIBLE CAUSES: DO upload is not done in OBCMobile connection was lost in OBC STEPS: Create an incident and assign in to the Onsite Support. Assign ticket to GIO-EUS-SD-AMEI-L1.5 LOGGING CATEGORISATION: Business service: BAMEI - Fix and Mobile Phones Configuration item: Mobile device hostname Category: Devices Subcategory: Connectivity Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Intelligent Hub - Contact list is empty (iOS) / How to set up
English
hezharjoyo.kaluny@as.corp.airliquide.com
22
Daniela PJETRI-SC
Uncategorized
Published
2025-07-30 6:16:39
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
4
2025-06-17 4:24:41
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot see the calendar or the contact list is empty. BEFORE YOU START: Check if user has already configured the phone in Intelligent hub. STEPS: Access to calendar and contact should be done vi a Google authentication : and set contact and calendar after Google Kite authentication : * Reminder 'Mail' is blocked by Google policy and only allowed via Gmail App LOGGING CATEGORISATION: Use Template: GLOBAL - Intelligent HUB - Request Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Application Subcategory: Availability and Performance Issues Resolution Notes: The user can see the calendar and the contact list. ARTICLE TYPE: FCR TEAM: L1
EPIC Error Billing accounts must all belong to the same Chart of Accounts
English
hezharjoyo.kaluny@as.corp.airliquide.com
44
Julia RAMLAN-SC
Uncategorized
Published
2025-09-02 12:48:17
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
23
2025-09-02 12:46:27
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC Short description: EPIC/COUPA Error: Billing accounts must all belong to the same Chart of Accounts (APAC) [L1.5 Scope] SYMPTOMS: User unable to process Requisitions and get Error: Billing accounts must all belong to the same Chart of Accounts. EPIC/COUPA Error: Billing accounts must all belong to the same Chart of Accounts (APAC) [L1.5 Scope] BEFORE YOU START: Need access to EPIC/COUPA STEPS: 1. Identify what are the Chart of Accounts that user use in the transactions. 2. For this error, normally there are more than one Chart of Accounts input in one Requisitions. 3. Advise user to split request by each Chart of Account for example: SG-SOXAL-OPEX and SG-SOXAL-Project 4. Close ticket after user has confirmed that the Requisitions is able to process as usual. POSSIBLE CAUSES: There is more than one Chart of Accounts input in one Requisitions. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Bug Assignment group: GIO-EUS-SD-APAC-APP-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
accounts, airliquide, all, belong, billing, billing accounts must all belong to the same chart of accounts, chart, com, corp, coupa, english, epic, hezharjoyo, julia, kaluny@as, must, ramlan-sc, same
NaN
KB0017415
eLogBook - Create new Organization
English
hezharjoyo.kaluny@as.corp.airliquide.com
32
Deepak HASANI-SC
Uncategorized
Published
2025-08-27 4:12:40
4
GIO Service Desk
NaN
#########
NaN
LI Plants Operations
NaN
NaN
NaN
1
2025-08-27 4:12:06
#########
NaN
BAP-COE-eLogbook-L2
COUNTRY/REGION: *GLOBAL* ENTITY: *ALL* SYMPTOMS: How to create new Organization in eLogBook. POSSIBLE CAUSES: The task will have to be done by the support team. STEPS: Please raise a ticket with the details shown under Logging Categorization. LOGGING CATEGORISATION: Business service: BAP - HUB - eLogbook Configuration item: Digital Plants - eLogbook - PROD Category: Application Subcategory: Availability Assignment group (if not L1): BEU-LI AP-ELOGBOOK ARTICLE TYPE: Assignment TEAM: BEU-LI AP-ELOGBOOK
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User cannot access the Servitrax page. User gets an error message: Server Error in '/AlizentReportingServer' Application. STEPS: 1 - In Google Chrome, clean cookies and cache. 2 - Reset Google Chrome and try accessing Servitrax Webpage again. 3 - If KO, recreate google profile as per KB0039791. LOGGING CATEGORISATION: Business service: Cylinder Tracking Configuration item: SERVITRAX EUROPE - PROD Situation: Bug/Defect Resolution Notes: User could access Servitrax webpage. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User requesting to have an email address blocked or/and only allowed for certain specific users. BEFORE YOU START: This request requires CSIRT approval before routing ticket to resolver group. STEPS: When receiving a request for an email address to be blocked and/or only allowed for certain specific users: Create an ticket with the request details.Assign the ticket to GIO-SEC-CSIRT requesting approval for the request Request for CSIRT team to either route the ticket to the Kite team or back to the SD queue once request has been approved. If ticket returns with approval, route ticket to the Kite L2 team.If request is denied, informed user that the security team did not approve the request and closed the ticket. In case of communication to CSIRT team, please use this email address : csirt@airliquide.com LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-SEC-CSIRT ARTICLE TYPE: Assignment TEAM: L2
address, air, airliquide, al, block, block blocked email address gmail kite air liquide al email address csirt security group mail restrain secure, blocked, com, corp, csirt, email, english, gmail, group, hezharjoyo, kaluny@as, kite, liquide, mail, mike, restrain, secure, security, villarreal
NaN
KB0040092
PDA NEHOMES device - Photo application issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
58
Hakim BEN EL KHEZNADJI
Uncategorized
Published
2025-07-29 18:10:23
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
14
2025-06-11 11:19:02
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: Users are trying to use the default photo application, however in the launcher app the default phot app is disabled, as result the user can't use due to error message: the administrator has restricted access STEPS: User needs to use OPEN CAMERA - can be downloaded from HUB Also you can also install the app for the user via console LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Support/Assistance Configuration item: Workspace One Assignment group: L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
a50, a52, access, admin, administrateur, administrator, airliquide, alehos, application, ben, camera, com, corp, device, drive, el, english, google, google drive, hakim, hardware, has, hezharjoyo, homes, homescare, hub, kaluny@as, kheznadji, mobile, nehomes, open, open camera, orange, pda, pda camera, pda open, pda open camera, photo, restricted, samsung, software, take, take a photo, the administrator has restricted access
NaN
KB0049546
Gideons- Database SQL Server Access Request
English
hezharjoyo.kaluny@as.corp.airliquide.com
122
Gunalan BALAN-SC
Uncategorized
Published
2025-07-30 5:54:19
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
18
2025-06-02 6:57:16
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user need access to the Gideons Database SQL Server Server : AS-GIDPD-SEA Affected DB Countries : ALINDO , ALPHILIP & ALVIETNAM The access is only allowed to these countries: ALAU,ALNZ,KR and SG. For any other countries users contacting means then inform them that direct access to DB is not allowed and if they still insist then get them to reach out to their respective account managers. STEPS: Guide user to fill out the below information: 1- Purpose of using the Dbreader id 2- Frequency of usage. 3- Server name ,Database name, Table name , SP and view 4- Who else using the ID from his team 5- List of Script / T SQL statements to extract the data Once user provided the details, create ADHOC ticket and assign it to the Gideons team. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BAP-HUB-GID-DBACCESS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-HUB-GID-DBACCESS
COUNTRY/REGION:Germany/Italy/Netherlands/Portugal/Spain ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User would like to get CX-Platform (SALESFORCE) installed on his/her computer. BEFORE YOU START: User must raise a request for non-standard software installation as per KB0012053 for CX-Platform (SALESFORCE) FR VITALAIRE: KB0023254 - CX-Platform (SALESFORCE) - Access / Installation / any functional issue (HOMECARE FRANCE) for CX-Platform (SALESFORCE) SA VITALAIRE: KB0034648 - CX-Platform (SALESFORCE) - Access / Installation / any functional issue (SA-VITALAIRE) for Salesforce EU: KB0011505 - Salesforce - SSO, key users, resolver groups, categorisations (EU) STEPS: Launch https://airliquidehhc-fr.my.salesforce.com/ on user's PC. LOGGING CATEGORISATION: Manage the relevant CATTASK Resolution Notes: Installed CX-Platform (SALESFORCE) on user's computer. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC _ SYMPTOMS: Request for change of month refs configuration in Nucleus Change in Nucleus Environment Configuration Issue/Request related to retrieving data from Nucleus Enable flag/s in Nucleus production BEFORE YOU START: Please ensure the issues align with the symptoms described above. Get all the necessary details (Error message, Screenshot) - If the user encounters an interface issue (e.g., an invoice from Gideons not interfacing properly with Gideons - INC1789280), kindly assign the ticket to the L1.5 Apps Team first. STEPS: For Change in Nucleus Environment Configuration request: Catalog form: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=3fb1818493328a50cddef0718bba1023&table=sc_cat_item&searchTerm=nucleus For other issue/request, assign the ticket to BAP-COE-NUCLEUS-L2. LOGGING CATEGORISATION: Request to be used: MyITcorner Assistance For which topic: Finding a catalog item For Incident: Business service: BAP - HUB - NUCLEUS Configuration item: NUCLEUS - PROD Category: Application Subcategory: (choose the relevant) Assignment group (if not L1): BAP-COE-NUCLEUS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is not familiar with google meet and specially he has some issues when he creates a meeting with many people in meet. POSSIBLE CAUSES: User need to know how many people can invite to a meeting and how many of them can participate actively. User cannot hear the person that he has invited in Google meet, cause the invitation contains more then 500 people. STEPS: 1. Ask user how many participants they want and explain to them that a meet can have 1000 participants but only the 500 participants will have active participation. The other 500 will have only viewer only access. 2. https://support.google.com/google-workspace-individual/answer/7317473?hl=en#zippy=%2Cparticipant-limits-%2Cparticipant-limits LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assitance Printer assistance and configuration Request details: Google app: MeetContext: Google Meet's participant capacity In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / AssistanceResolution Notes: Google workspace asssitance request submitted.
airliquide, benjumeda-sc, com, corp, english, general, google, google meet, hezharjoyo, information, israel, kaluny@as, meet, meeting, participants
NaN
KB0018248
eApps - Cannot Create CTS
English
hezharjoyo.kaluny@as.corp.airliquide.com
3
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:31:02
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
2
2025-06-17 9:42:07
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Can't Create CTS. POSSIBLE CAUSES: Location not matching. STEPS: 1. Check agent location in Gideons table dbo.CUSTOMER SELECT * FROM dbo.CUSTOMER WHERE CUST_NO=#AGENT_NO# 2. Check Agent location in CP(CP.PARENT_CUSTOMER) SELECT * FROM CP.PARENT_CUSOMER WHERE CUST_NO=#AGENT_NO# 3. Check Agent location in dbo.STOCK SELECT * FROM dbo.STOCK WHERE AGENT_NO = #AGENT_NO# If the above steps did not solved the issue please raise an incident with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: eApplication - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Process, Assignment TEAM: L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Agent is not available. POSSIBLE CAUSES: Agent portal flag changed. STEPS: 1. Check in Gideons agent PORTAL flag is "Y" in dbo.PARENT_CUSTOMER 2. Check in Staging DB dbo.AGENT table SELECT * FROM dbo.AGENT WHERE AGENT_NO = #AGENT_NO# 3. Check the EOD Job JOB_STAGING_TO_ALNET_ALA last execution time SELECT * FROM STAGING.dbo.AGEAGENTNT_CUSTOMER WHERE AGENT_NO = #AGENT_NO# If the above steps did not solved the issue please raise an incident with the following details: LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:EUROPE ENTITY:FRANCE-HOMECARE SYMPTOMS: User has an PDA SAT mobile device, and would like to exit from the launcher BEFORE YOU START: there are 2 ways to do that: I. from console II. from the device STEPS: I. From the console: 1. Login to the console: OPEN IN CC PC: https://console-workspace.apps.airliquide.com Username: Your admin account's username (you can check it in CARM) 2. Chose Business Only 3. Navigate to Accounts List view and look for the user's name : 4. Select devices, then select the PDA device 5. Go to more action, then select exit launcher Return to the home screen: 1. Look for Launcher application on the device 2. Select it , and Launcher app will running again II. From the device: 1. on the phone's settings ( "Paramètres" ), and select "Entrer en mode administrateur" b, PDA SAT Type in the password: SAT then click on "Quitter launcher" button LOGGING CATEGORISATION: Ticket template to be used: 0_EU[FRANCE] PDA HOMES Issue Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: (if applicable) Situation: Bug/Defect [Incident] Assignment group (if not L1): - Resolution Notes: TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1, L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: When assisting user on any application installation(eg. PDview), Error states that MS Access Database Engine is required to proceed with installation. (Issue same as INC1481931) *Before proceed to assists on the installation, please guide user to request via MyIT corner. POSSIBLE CAUSES: MS Access Database Engine is not installed in user computer. STEPS: *If users didn't request for MS Access Database Engine installation, please guide user to request via MyIT corner. https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=79d1f61e4fdf7600eaa6ab6ba110c785 1. Install the latest 32bit version from here: https://www.microsoft.com/en-us/download/details.aspx?id=54920&irgwc=1 *MS Access Database Engine is not a paid MS Office product, it's a free redistributable component that's required for some application to work. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITCorner Assistance request submitted. ARTICLE TYPE: FCR TEAM: L1
WINDOWS - How to test/synchronise Windows password after reset
English
hezharjoyo.kaluny@as.corp.airliquide.com
490
Maik GERHARDS
Windows - Storage / Performance
Published
2025-08-08 3:42:00
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
208
2025-08-08 3:38:40
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has changed their Windows password. BEFORE YOU START: Make sure that when the password is reset, the user is connected to Air Liquide network. During the synchronization, also make sure that the user is connected to the Air Liquide network. STEPS: Once the user changed their password in CARM, make sure to synchronize the password.This is important especially in cases where to user is connected to the Air Liquide network via Ivanti.1) On the user's computer, search for CMD and right click on Command prompt.2) Select "Run as different user" or in case there is no such option, select "Open file location".3) If you select "Open file location", it will open the file location, where you need to Shift + Right click on CMD again, and select "Run as different user"4) A pop-up will open, ask user to enter their Windows credentials (the new password).5) If the user gives the correct password, the Command prompt window should open. If that happens, the password should be correctly synced. Possible errors: 1. Ask user to type their new password again.2. If KO, check the user's username in AD, as it can sometimes be different than firstname.lastname:3. If all KO, check whether the password reset in CARM was successful.Ask user to go in CARM / My requests, and check whether the password reset request was successfully completed. If KO, try again. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows AssistanceFor which topic: Windows Feature -o-Resolution Notes for Cattask: Submitted request via Windows Assistance MMS Catalogue In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Security Subcategory: Password issue Resolution notes: Windows password synchronized. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user called regarding infra or application issue, please use below generic template. STEPS: User Availability: Phone / Alternate number (put into the Phone number field): Location (Name/Site ID/Entity): Machine or Hostname (if applicable): Description of the issue: Error Message (provide screenshot of error message): Translation required? Y/N Business Application / Infra impacted (type the name): Environment impacted (Production/UAT)? What is your business impact and is there any potential risk? Do you have a workaround? Y/N How many users are impacted? How are you accessing the application (provide URL or screenshot of URL)? Since when the issue exists: Put troubleshooting steps into the work notes. TICKET TYPE: Process
eApps - Unable to login and showing a message "User does not have permission" in myGas
English
hezharjoyo.kaluny@as.corp.airliquide.com
26
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:30:57
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - myGas
NaN
NaN
NaN
9
2025-05-26 3:38:33
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to login and showing a message "User does not have permission" in myGas. STEPS: 1. Air Liquide User need to login to MyGas internal site 2. Edit the customer details and go to the permissions tab, assign groups to a user. 3. Inform customer to login again. Query: select * from [CPS].[COUNTRY_GROUP_USER] where login_id in (select login_id cps.user_login where userid='USERID') POSSIBLE CAUSES: 1. AL User did not assign the permission to the customer. 2. System operation issue If the above steps did not solved the issue please raise an incident with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS - CUSTOMER PORTAL Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Intelligent HUB - Prerequisites for iOS enrollment
English
hezharjoyo.kaluny@as.corp.airliquide.com
128
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-07-30 6:16:40
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
6
2025-02-05 7:11:03
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Internal process: Check if an Android device has all the prerequisites to be enrolled to Intelligent Hub. BEFORE YOU START: Do not attach this KB to the ticket. STEPS: 1. Mobile Device Access in CARM Verify in CARM and Airwatch that MIXED USAGE or BUSINESS ONLY is reflected in both 2. iOS mobile device must be iOS 15 or higher (iPhone or iPad) 3. If lower, user will need to request a new device in My IT Corner Open the email you received from Intelligent Hub on your computer 4. Your Google Kite account and password ( [firstname].[lastname]@airliquide.com for example ) 5. a0 For non-Chromebook users:make sure Okta Verify is activated - Set up Okta Verify on mobile phone - KB0027817 - Activate Okta Verify on PC - KB0028488 5. b) For Chromebook users: Have the 2-Step authentication activated for Kite- 6. Access to internet: cellular connectivity (4G, LTE, etc.) - DO NOT connect to wifi during enrollmentNo need to be on an Air Liquide site. DONT USE ADD DEVICE to send the QR Code, ALWAYS USE RESEND MESSAGE This prevents us from blocking the account and other errors, by requesting for too many devices CHECK MIXED USAGE MATCHES in CARM, WorkspaceONE and the Enrollment request email received by the user (as NON-EXPIRED) ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION:AMEI ENTITY:BIS-EGYPT SYMPTOMS: User calling to report an issue within COT application . BEFORE YOU START: Windows credentials are used as a login for the COT application . STEPS: For any kind of issues in relation to COT , gather the needed information , make screenshots and assign the incident to : BAMEI-EGYPT-LOCAL-APPS-L1 LOGGING CATEGORISATION: Business service: BAMEI - COT Configuration item: COT - Egypt - PROD Category: Application Subcategory: Availability Assignment group: BAMEI-EGYPT-LOCAL-APPS-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User need access to a dashboard. POSSIBLE CAUSES: The owner of the dashboard has changed position or left the company. STEPS: Create an Incident and assign it to the support team. LOGGING CATEGORISATION: Business service: GIO - PCI - Data & Dashboard Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance Team TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Quest - Dummy Stop Error when adding Surcharge Expenses in cost screen
English
hezharjoyo.kaluny@as.corp.airliquide.com
15
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-09-01 9:22:38
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
4
2025-09-01 9:21:38
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: Quest Dummy Stop Error when adding Surcharge Expenses in cost screen (Japan) Error message: Entered Start and End Date/Time must be between subtrip, Start and End Date/Time STEPS: This is due to the Start / END of the SubTrip and the Start / END of the Surcharge Expenses time do not match. The start and end time of the SubTrip cannot be amended. Try to change the Surcharge Expenses time within the time range for the SubTrip. Note: This Surcharge Expenses time does not generate any money in the system. It remains in the specifications, but in the worst case, you can remove the line by releasing it. However, the shipping company may need to keep some data, so it is fine if the Surcharge Expenses time will be shortening. For example, decreases from 1 Hour to 30 Min. It is necessary to properly reflect highway charges. Surcharge Expenses is not necessarily important. LOGGING CATEGORISATION: Business service: BAP HUB BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group: GIO-EUS-SD-APAC-L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
GIDEONS - OSS - Cannot find invoice/DO/Product from Enquiry screen
English
hezharjoyo.kaluny@as.corp.airliquide.com
101
Siti Noor WAHAB-SC
Uncategorized
Published
2025-07-30 5:52:43
5
GIO Service Desk
NaN
#########
3.00
BAP - HUB - GIDEONS - OSS
NaN
NaN
NaN
92
2025-05-21 5:55:29
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Cannot find invoice/DO/Product from Enquiry screen. POSSIBLE CAUSES: User might not have the access to any of below. Assign the same location, company and sales rep to user in AL Security. BEFORE YOU START: 1) Ensure user have the proper access to OSS. Kindly check the access in AL Security. 2) Proceed to next step if OSS access has been granted. STEPS: 1) User mentions cannot find a certain invoice number or DO number from Enquiry screen as per following 2) Check the customer for the invoice. Please use this script to check: SELECT CUST_NO, * FROM INVOICE_HEAD WHERE INVOICE_NO = 'XXXXXX' 3) Check the customer, location and the sales rep of the customer. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Windows ADM account - no access to reset password in Tivoli
English
hezharjoyo.kaluny@as.corp.airliquide.com
334
Mehdi GASMI
Windows - Storage / Performance
Published
2025-07-30 11:35:27
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
105
2025-06-02 12:14:55
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When user resets their own ADM Windows password in CARM it does not take affect, furthermore, the Service Desk does not have the rights to reset the ADM Windows password in Tivoli POSSIBLE CAUSES: No access rights on user's entity BEFORE YOU START: Make sure the user tried to reset their ADM Windows password in CARM already as per KB0012350 STEPS: Assign the ticket to GIO-SEC-CARM-L2 LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Assignment group: GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
INTELLIGENT HUB - Enrollment does not begin on Android
English
hezharjoyo.kaluny@as.corp.airliquide.com
1042
Alexandre BONNAIRE
OKTA / Mobile Enrollment
Published
2025-07-30 6:16:41
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
223
2025-06-24 8:48:06
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to start the Intelligent HUB enrollment, because, when accessing Playstore and Installing or Activating the Intelligent HUB application, they are given an error message stating "Intelligent HUB is already managing the work profile on this device", as though the user already had a work profile on the phone. On Workspace, however, there cannot be found an enrollment for the mobile in question; and neither can a Work Environment be found in the user's actual device. Uninstalling and reinstalling Intelligent HUB results in the same error message. POSSIBLE CAUSES: On SAMSUNG devices: A likely reason for the problem is that the user's Gmail has been linked to a Samsung Account. The Samsung Account creates a backup that pulls in a chunk of the Work Profile which is both (1) invisible in Workspace but (2) enough to completely block a new enrollment, even after a Factory Reset. Samsung Account set up options must be skipped during the initial boot up of the phone, after a factory reset. STEPS: 1. On PlayStore, have the user search for Intelligent HUB; 2. User must select Install or Activate; 3. Right afterwards, user will get the following error message: "Intelligent HUB is already managing the work profile on this device". They cannot open Intelligent HUB at all; 4. Perform a Factory Reset; 5. During the initial boot up of the phone, the user will eventually arrive at a Samsung Account set up screen. They will see three big options (Access with Gmail, access with another device, access with QR code), but the option that must be chosen is small and grey-out, right below: "I do not have a password or the account is not available"; 6. On the following screen, select the very last option: "Set up later in Settings"; 7. Perform the rest of the initial boot up of the phone; 8. Once the initial boot up is done, have the user install Intelligent HUB once again, from Playstore. The error message shall not appear any longer. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One - PROD Category: Application Subcategory: Access / Rights Resolution Notes: User can now properly enroll their mobile in Intelligent HUB. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
account, airliquide, alexandre, already, android, begin, bonnaire, cannot enroll, com, corp, could, could not enroll, device, does, english, enroll, enrollment, hardware, hezharjoyo, hub, intelligent, intelligent hub, intelligent hub is already managing the work profile on this device, kaluny@as, managing, not, profile, samsung, samsung account, work
NaN
KB0018236
BLAC - COC/COA cannot be seen from Delivery Order Or Fast Trip Confirmation (FTC) screen
English
hezharjoyo.kaluny@as.corp.airliquide.com
103
Saumya NAIK-SC
Uncategorized
Published
2025-07-29 18:26:42
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
44
2025-06-17 9:47:07
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: COC/COA cannot be seen from Delivery Order Or Fast Trip Confirmation (FTC) screen POSSIBLE CAUSES: There is a possibility that COC/COA not generated or available in OBC in the first place. STEPS: Follow the steps below to check if the COC/COA was generated and available in OBC: 1. Check if COC/COA is generated in OBC. By clicking on generate EDN, we will get Print COA and COC options. On clicking Print COC, the user will see the below screen from where he can print the COC On clicking Print COA, the user will see the below screen from where he can print the COA. Users can see the COA/COC document on the FTC screen and the Delivery Order Enquiry screen in the BLAC application. 2. Check if the COC/COA is properly generated in OBC and copied to BLAC. 3. If there is no COC/COA then it is not available in DO or FTC screen. 4. If there is a COC/COA but FTC or DO screen is not reflecting it, report it for investigation. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC - OBC Configuration Item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, blac, coa, coc, coc/coa not generated, coc/coa not visible, com, confirmation, corp, delivery, delivery order, do, do screen, english, fast, fast trip confirmation, ftc, generated, hezharjoyo, kaluny@as, naik-sc, not, obc, order, saumya, screen, seen, trip, visible
NaN
KB0032997
COA : Oracle Setup & Assign Security Rule -Company:
English
hezharjoyo.kaluny@as.corp.airliquide.com
16
Srichandra R-SC
Uncategorized
Published
2025-09-29 14:07:35
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
4
2025-09-02 9:30:33
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: COA : Oracle Setup & Assign Security Rule -Company POSSIBLE CAUSES: Security rules Company setup STEPS: 1. Setup & Assign Security Rule-Product Line Navigator：Navigator：88888GL_ALCGroup_COA_Maintenance Setup->Financials->Key Flexfield->Security->Define Setup & Assign Security Rule -Company: a) Product Line: tick Value Set field Name: AL_AFF_COMPANY> Find Input security rules LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-APP-L1.5
COUNTRY/REGION:Europe ENTITY:BIS HOME HEALTHCARE SYMPTOMS: After successfully logged into Tvox, user is experiencing a functional issue with it. BEFORE YOU START: Make sure that the issue is related to the Tvox application itself. Open Tvox in Chrome, Chrome incognito. If there is audio issue, please proceed with KB0011671. STEPS: Redirect user to Tvox support: Tel. +39 045 2224600 Fax. +39 045 6104307 info@teleniasoftware.it LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Redirected user to Tvox support. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, app, call, com, corp, corrupted, english, error, gerhards, hezharjoyo, issue, italy, kaluny@as, maik, not, not working, software, tvox, working
NaN
KB0032357
Outlook - Outlook.exe can not be found (within Citrix)
English
hezharjoyo.kaluny@as.corp.airliquide.com
44
Vincent CAO
Uncategorized
Published
2025-07-29 20:16:28
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
13
2025-07-03 4:41:33
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:Germany ENTITY:BIS HOME HEALTHCARE SYMPTOMS: When the user tries to open Outlook or any other Office application from Citrix, he/she receives error messages about "outlook.exe can not be found", "the apps are currently not available", sometimes the error message refers to the old Schülke environment POSSIBLE CAUSES: The user doesn't have the role for accessing Office apps within Citrix STEPS: The user needs to request the access to Microsoft Office 2016 for Citrix in CARM. It can be found in the following path: My access > Request new access > My Remote Apps > Microsoft Office 2016 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
airliquide, be, can, cao, citrix, com, corp, english, exe, found, hezharjoyo, kaluny@as, not, outlook, outlook.exe, software, vincent, vitalaire, within
NaN
KB0049754
Oracle - email not received to approve
English
hezharjoyo.kaluny@as.corp.airliquide.com
63
Siti Noor WAHAB-SC
Uncategorized
Published
2025-09-29 14:08:22
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
34
2025-05-15 6:13:56
#########
NaN
BAP-COE-ORA-L2
COUNTRY/REGION:APAC ENTITY:ALL SYMPTOMS: User does not receive any email notification regarding requests to approve in Oracle. STEPS: Asked user to check their Spam folder. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Advice user to check spam folder to find the particular email TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: HT data waiting for mapping or HT data is missing. BEFORE YOU START: Open Quest > Actual Data Confirmation > Consolidation STEPS: Add existing trip [Consolidation screen] There are unjointed DT data and corresponding unjointed HT data = HT / data waiting for mapping. Confirm that, and double-click the DT data you want to consolidate in the DT / HT / Data / Mapping fields. [Digital tacho consolidate screen] Click "Add existing trip". [Trip search screen] Search for HT data and select the data you want to combine. *If the time is different between the two, an error message will be displayed. Click OK. *[Modify trip screen] Refer to the modify trip procedure manual, modify trips and stops, and save. In the case of manual consolidation, the odometer value will not be entered, so make sure to enter it. Click on Save icon. The manual join is complete. Add New Trip [Digital tacho consolidation screen] Click "Add new trip". [Trip screen] Enter the content on the blank trip screen. Refer to the modify trip procedure manual. Outgoing base / returning base: Open the base search screen from the magnifying glass mark and search by base code or base name.Product type / Product name: Select from the list.Trailer, tractor: When you open the search screen, a list of vehicles available depending on the base / product you entered can be seen, so select a vehicle.After completing the "Trip information" field, press the save button on the upper left. Attention: If the following error message appears, the same driver / vehicle trip already exists at the same date and time. Most likely, due to a failed HT terminal upload, the original trip plan remains in the re-planning tool and is duplicated with the newly created daily report of the same content. If this message appears when uploading fails and you create a new one, cancel the corresponding plan from the plan change tool and try creating a new daily report again. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug/Defect [Incident] Resolution notes: Service desk will assist to add new trip. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User get error: You are not setup as buyer when try to do transaction in Purchasing. POSSIBLE CAUSES: Buyer not assign correctly BEFORE YOU START: Have access to Purchasing Manager> Setup > Buyer STEPS: 1. XX Purchasing Admin > Setup > Buyer 2. Add/Update the Buyer accordingly and Save: 3. Once completed, email user and get confirmation. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
BTS - BAR+ - Sales Access Issue - $ sign is missing/Envision Module is not accessible
English
hezharjoyo.kaluny@as.corp.airliquide.com
30
Srichandra R-SC
Uncategorized
Published
2025-09-15 5:48:24
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
11
2025-09-15 5:47:31
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: 1) User reported the $ sign Icon for uploading supply agreements for customers is missing from Bar+. 2) User reported the Envision module is visible on the main menu but the page is unresponsive. POSSIBLE CAUSES: The $ sign icon is missing because user does not have the access/authority for the Envision module in Bar+. STEPS: 1) Open the AL Security Manager and search for the user account. 2) Assign user to the user group >>> ENVISION USER 3) Click Save. 4) Once the Envision access has been granted, user should be able to view this "Envision" module on their screen ($ dollar icon). LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
GIDEONS - Cross Domain User Creation Apart from BIS-APAC
English
hezharjoyo.kaluny@as.corp.airliquide.com
34
NaN
Uncategorized
Published
2025-08-21 11:36:10
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
0
2025-08-21 11:35:39
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: The user is requesting to create a Gideons account for a Cross Domain, apart from BIS-APAC BEFORE YOU START: User to submit "Manage Gideons authorizations" request in MyITCorner - https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=9a60c9a50f51cb00aca9c9cce1050ec0 STEPS: Once the CATTASK ticket raised, it can be assigned either to the L1.5 Apps Team first or to the BAP-COE-GID-L2 Team directly. The COE Team is responsible to create user, group access, location and company permission copied from a shared user via backend script. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR, Assignment TEAM: L1, L1.5 Apps Team, L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If CARM Manager calls for assistance STEPS: On January 28, you will receive an email from carm-recertification@airliquide.com to review your collaborators. The review is a 2-steps process where you will first approve or revoke a collaborator, then you will confirm by signing-off your review campaign. Review Collaborators - Approve or revoke, then sign-off You can follow this guide to complete your actions or contact the Service Desk if you have any questions. https://docs.google.com/document/d/1IU0T7jDWUMerlbybiFoIoEI4E_VNdSUgJyHk78G-q7Y/edit?pli=1#heading=h.oysocp3pqm3l LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will guide the user using the review guide TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to access Windows file shares (shared drives) on their Chromebook BEFORE YOU START: In most cases, users will only need to access files saved on Google Drive. However, Chrome OS also supports connecting to Windows file shares from your Chromebook. This KB aims to describe the steps on how to open documents saved on remote servers directly, and copy files to and from a Chromebook. STEPS: 1. The Chromebook needs to be connected to AL network either in the office via LAN cable or wifi, or connected with Ivanti. 2. a) Method one: - Open Settings - Go to (Advanced) Files > Network file shares - Click on 'Add file share' b) Method two: - Open the 'Files' app - Go to Menu>Services>SMB file share 3. With the Add File Share dialog open, fill out the connection details: - File share URL : \\servername\sharename (if known, fully qualified domain name can be used e.g. servername.eu.corp.airliquide.com) - Display name (optional): this field is set automatically but can be changed according to user's preference - Authentication method: should be set to 'Standard' - Username: User's NT username in the following format: domain\username - Password: User's NT password 4. Click on the 'Add' button to finish the setup LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Configuration item: Hostname of Chromebook Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with connecting to a Windows Shared Drive in Chromebook. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to create port for local printer. STEPS: Refer to the following to access the control panel. For Windows 10: Hold down the [Windows] key on the keyboard and press the [R] key. ...Click [Devices and Printers].Right-click the printer you wish to use, and then click [Printer properties].Click the [Ports] tab.Click [Add Port]. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user or in case reassignment is needed: Business service: For AME: GIO - EUS - Local Support - AMEFor AMEI: GIO - EUS - Local Support - AMEIFor APAC: GIO - EUS - Local Support - APACFor EU: GIO - EUS - Local Support - EUR Configuration item: Hostname of user's PC Category: Devices Subcategory: Printers
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User manual to update Sales rep from Gideon web Gideon web -> Configuration -> Sales Rep List -> Add STEPS: 1) Addition of sales rep id (less than 10) Step 1: Open Gideon Web Application. Step 2: Navigate to 'Configurations' menu Step 3: Choose 'sales-rep-list' option Step 4: Need to select a unique sales rep id for creating new and fill the details. Please note: It should be of 2 alphanumeric characters. ________________________________________________________________________________________________________________________________________________________ 2) Modification of sales rep id Step 1: Access Gideon web -> Configuration -> Sales Rep List -> Search & Select the rep id -> Edit ____________________________________________________________________________________________________________________________________________________ 3) Bulk upload for sale rep id creation. If Sales rep need to be created in bulk (more than 10). Step 1: Access Gideon web -> Configuration -> Sales Rep Update Step 2: Upload the template for the required data click on validate then click on save. Sample Template link: https://docs.google.com/spreadsheets/d/18mwG6OmuKw7gZi_jmhcKiexa0km5yrrb/edit?usp=drive_link&ouid=106698266013204103258&rtpof=true&sd=true If parent toggle is ON while uploading data in the account tab then Account & Parent level sale rep id will be updated simultaneously. If the parent toggle is OFF while uploading data in the account tab then only the Account sale rep id will be updated. Alternatively, user can raise catalog requests by using the SNOW link for Complex data Update for L2 Gideons Team. _________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, com, configurations, corp, english, gideon, gideons, gupta-sc, hezharjoyo, kaluny@as, list, modifications, pallavi, rep, sale, sale rep modifications, sales, sales rep, sales rep list., update, update sales rep from gideon web, web
NaN
KB0041306
Dell / HP Hardware issue (out of warranty)
English
hezharjoyo.kaluny@as.corp.airliquide.com
94
Xinying CHENG-SC
Uncategorized
Published
2025-07-30 11:08:56
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
14
2025-07-02 4:32:50
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:China, Taiwan ENTITY:BIS APAC SYMPTOMS: User calls because he/she is having a hardware issue with their laptop (Motherboard, HDD/SDD, keyboard, display issue, etc ) BEFORE YOU START: Check warranty status in HP or Dell website with PC serial number: Dell: https://www.dell.com/support/home/zh-cn?app=warrantyHP: https://support.hp.com/cn-zh/checkwarranty STEPS: If the device is out of warranty, but the issue is one of the scenarios as below, please guide user to submit "order new PC (laptop/desktop)" via My IT Corner directly. o Water in PC, unable to start. o After static discharged, PC still unable to start. o Hardware broken, unable to use. If the device is under warranty, please refer to KB0021451. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
airliquide, cheng-sc, china, com, corp, dell, english, hardware, hardware issue, hezharjoyo, hp, kaluny@as, out, out of warranty, xinying
NaN
KB0010158
MAXIMO - issue summary
English
hezharjoyo.kaluny@as.corp.airliquide.com
1195
Marine PEREZ
Uncategorized
Published
2025-08-25 9:11:35
4
GIO Service Desk
NaN
#########
3.75
ALZ - WW - Production Asset
NaN
NaN
NaN
1707
2025-08-25 9:08:28
#########
NaN
ALZ-AME-GCS-Production Assets-L2
COUNTRY/REGION:GLOBAL ENTITY:LI Entities SYMPTOMS: One Maximo support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) ALWAYS AUTHENTICATE USERS FOR WINDOWS/KITE/BITLOCKER PASSWORD RESET OR UNLOCK. URL: https://maximo.apps.airliquide.com/maximo/ui/login Access Request (New User) - KB0013076 For access to the Maximo, guide user towards CARM to submit Maximo Account request Go to CARM ( https://carm.apps.airliquide.com ) > My Access > Access (tab) > Request new access or "+" > Maximo User must fill in Maximo Account request information, select Site & Profile required OneMaximo CARM Access Request Walkthrough STEPS: 1. Create an interaction ticket 2. Document as much information from the user regarding the concern; Who (1 user or several others or all of them)Where (one site or several or all)When (date/hour)What actions lead to the issue (name of the screens, buttons used when operating)Is there any known conditions/operations (i.e. ongoing works on network)?Full error message if displayedone or several clear full-screen pictures 3. If the interaction is an INC, Assess the priority: (can they work anyway? Is there a degraded mode / known workaround at their end?) 4. Assign the ticket to the hub support group: EU & AMEI: ALZ-EU-GCS-Production Assets-L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AME-GCS-Production Assets-L2 LOGGING CATEGORISATION: Business service: ALZ - WW - Production Asset EU & AMEI: ALZ - EU/AMEI - Production Asset APAC: ALZ - APAC - Production Asset AME: ALZ - AME - Production Asset Configuration item: One maximo - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2 EU & AMEI: ALZ-EU-GCS-Production Assets-L2 APAC: ALZ-AP-GCS-Production Assets-L2 AME: ALZ-AME-GCS-Production Assets-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: Global ENTITY: ALL SYMPTOMS: User is calling that he/she does not have access to My IT Corner and/or My Store as receives "Logout successful" message. STEPS: Raising request in CARM for Basic ITSM access. 1.Go to CARM https://carm.apps.airliquide.com 2. Click "Access" tab and "Request new access" 3. Select "ManageMyService IT Roles"(MMS IT roles) in the drop-down list 4. Tick "Basic ITSM", provide justification and click on Submit 5.The request needs to get validated by CARM Validator. In case the above mentioned request does not solve the issue, assign an incident to GIO-SEC-CARM-L2. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CARM - Request Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM - PROD Category: Application Subcategory: Support / Assistance Resolution notes: SD guide user to apply access in carm TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, changhou, com, corner, corp, english, hezharjoyo, issue, kaluny@as, logout, logout succesful, low-sc, message, mms, mms redirected to successful logout error message, my, my it corner, my store, redirected, request, store, succesful, successful
NaN
KB0022468
BLAC - How to check sales volume when user mention sales volume is wrong
English
hezharjoyo.kaluny@as.corp.airliquide.com
26
Julia RAMLAN-SC
Uncategorized
Published
2025-09-02 11:21:03
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
22
2025-09-02 11:20:46
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to check sales volume when user mention sales volume is wrong POSSIBLE CAUSES: As per example above, if the sales volume is wrong this needs data fix. BEFORE YOU START: 1) Ensure the trip is not in Cancelled status. SELECT TRIP_STATUS_ID, * FROM BLAC.TRIP WHERE TRIP_STATUS_ID = '99' 2) Proceed to next step if trip is not in Cancelled status. STEPS: 1) Check sales measurement used for the customer SELECT DP.CUST_NO, DP.CUST_UOM_ID, DPA.SALES_UOM_ID, DPA.SALES_CONVERSION_FACTOR, DPA.SALES_MEASURE, * FROM [BLAC].[DELIVERYPOINT] DP INNER JOIN [BLAC].[DELIVERYPOINT_ATTRIBUTE] DPA ON DP.DP_ID = DPA.DP_ID WHERE CUST_NO IN ( 'XXXXXXX' ) SELECT DISPLAY_FLAG, * FROM GROUP_DATA WHERE GROUP_CATEGORY = 'CG' SALES_MEASURE: 14 (Gauge-Flowmeter) SALES_MEASURE: 1 (Weighbridge On-site) 2) Check the sales volume here: SELECT DOM.ARRANGEMENT_NO , DL.FLOW_METER_VALUE,DL.DELIVERY_VOLUME, DL.QTY_CUST_ACTUAL, DL.CUST_UOM_ID,DL.PT_UOM_ID,DL.CUST_PT_UOM_CON_FACTOR, TS.TOT_QTY_PT_ACTUAL, TS.TOT_WEIGHBRIDGE_BEFORE, TS.TOT_WEIGHBRIDGE_AFTER, * FROM [BLAC].[DELIVERY_ORDER_LINE] DL INNER JOIN [BLAC].[TRIP_STOP] TS ON DL.DO_ID = TS.DO_ID INNER JOIN [BLAC].[DELIVERY_ORDER_MAPPING] DOM ON DOM.DO_ID = DL.DO_ID WHERE DOM.ARRANGEMENT_NO in ( 'XXXXX' ) Example: - FLOW_METER_VALUE: 7026.4569 KG - TOT_WEIGHBRIDGE_BEFORE: 38880.0000 KG - TOT_WEIGHBRIDGE_AFTER: 24660.0000 KG - WEIGHBRIDGE DIFFERENCE: 14220.0000 KG 3) Check the UOM conversion: SELECT * FROM [dbo].[UOM_CONVERSION] Example: - UOM conversion KG TO M3: 0.001237 - UOM conversion M3 TO L: 0.001000 Formula if trip is using sales measurement Gauge-Flowmeter and CUST_UOM_ID = L : = TOT_QTY_PT_ACTUAL (Convert KG to M3) : FLOWMETER VALUE: 7026.4569 KG X 0.001237 = 8.6961 M3 = SALES VOLUME (Convert M3 to L) : 8.6961 M3 / 0.001000 = 8696.11 L Formula if trip is using sales measurement Weighbridge On-site and CUST_UOM_ID = TON: = TOT_QTY_PT_ACTUAL (Convert KG to M3) : WB DIFFERENCE: 14220 KG X 0.001237 = 17.59014M3 = SALES VOLUME (Convert M3 to TON) : TOT_QTY_PT_ACTUAL: 17.59014M3 / 1.237000 = 14.22 TON LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, apac, blac, check, com, corp, english, hezharjoyo, how, how to check sales volume when user mention sales volume is wrong [apac], julia, kaluny@as, mention, ramlan-sc, sales, volume, when, wrong
NaN
KB0052768
BTS Set Expiration in Shared Drives from Google Drive
English
hezharjoyo.kaluny@as.corp.airliquide.com
9
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-09-05 3:43:27
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
0
2025-09-05 3:43:06
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: End user would like to set expiration date of period when grant access in Shared Drives from Google Drive. POSSIBLE CAUSES: End-user unable to see the set expiration when try to grant access. STEPS: Inform end-user that set expiration feature is only available in My Drive not in Shared Drives from Google Drive. This is an expected behavior. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance Request details: Google app: DriveContext: Inform end-user that set expiration feature is only available in My Drive not in Shared Drives from Google Drive. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace assistance request submitted ARTICLE TYPE: FCR TEAM: L1
airliquide, bts, com, corp, drive, drives, english, expiration, google, hezhar, hezharjoyo, joyo, kaluny-sc, kaluny@as, set, set expiration, set expiration in shared drives, set expiration in shared drives from google drive, shared, shared drives
NaN
KB0019364
OBC Newly registered driver cannot login to OBC tablet
English
hezharjoyo.kaluny@as.corp.airliquide.com
35
Deepak HASANI-SC
Uncategorized
Published
2025-08-14 10:04:50
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
24
2025-08-14 10:04:12
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: New driver cannot login to OBC tablet. Error message showing password incorrect. STEPS: There is a possibility that the check for OBC Account was not marked during driver registration. Advise the user to check following below steps: ? From BLAC, navigate to "Maintenance" and open "Driver" ? On the "Details" tab, click on "Edit" button and search for the driver details using driver no. ? Open the "OBC" tab and check if the OBC Account checkbox is marked. ? If not marked, mark the check box and click on "Save". LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC - OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is facing a functional issue with Cegid application STEPS: Redirect user to Service Paie ALEHOS Services. https://docs.google.com/drawings/d/1FFhLwYjHgX2Gp7G0WcEGEQT69fBGYIZIEyJFG5xPTDU/edit To contact : fralehos-hr-pole-production-paye@airliquide.com After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to ALEHOS Support In case of blank ESS Incident submitted by the user: Business service: BHC - Other applications Category: Application Subcategory: Functional / Technical Issue Resolution Notes: Redirected to ALEHOS Support.
Engineering Tools on Citrix - how to make a request for access
English
hezharjoyo.kaluny@as.corp.airliquide.com
20
Pawel TYBURSKI-SC
Uncategorized
Published
2025-07-29 20:16:27
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
0
2025-06-23 4:10:21
#########
NaN
BEC-INFRA-EUDC-L3
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User is calling or opening a ticket to Service Desk for accessing Engineering Tools Citrix Desktop or to get access to the following apps: CaesarPVEliteSpoolgenCadworxSmartPlant / SmartPlant Materials STEPS: Redirect user to open a specific request for access in My IT Corner Path: myITCorner Catalog > Applications > Engineering & Construction > Sort A-Z -> Choose Citrix Engineering Tools (E&C) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user:Business service: GIO - EUS - Service DeskConfiguration item: MyITCorner - PRODCategory: DevicesSubcategory: AccessoriesResolution Notes: Guided user to submit request via MyIT corner
Oracle - Unable to select employee for manager role in Project assignment
English
hezharjoyo.kaluny@as.corp.airliquide.com
32
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:33
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
21
2025-08-25 4:32:12
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to select employee for manager role in Project assignment POSSIBLE CAUSES: The issue happened as position and job not updated in user's Oracle employee BEFORE YOU START: Require access to: 1. Oracle User Maintenance (by Country) 2. Oracle SQL Query ALPROD STEPS: 1. User unable to select employee as manager role in Project assignment. Check user employee status: select* from apps.per_all_people_f where email_address='nishakar.p@airliquide.com' 2. To verify job and position: select wr.orig_system_id,wr.orig_system,pf.* from apps.per_all_people_f pf, apps.per_all_assignments_f ps, apps.wf_roles wr where pf.person_id = wr.orig_system_id and sysdate between pf.effective_start_date and pf.effective_end_date and sysdate between ps.effective_start_date and ps.effective_end_date and ps.person_id = pf.person_id --and pf.email_address like 'mingkwan.lai@airliquide.com'; --and wr.orig_system = 'PER' and orig_system_id = 20372; 3. Update user's position and job in Oracle User Maintenance > Enter employee: LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
GIDEONS - ERP/VA VitalAire/HEALTHCARE - Unable to Access in Chrome - Server Error/404 Error
English
hezharjoyo.kaluny@as.corp.airliquide.com
101
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-20 6:20:30
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
103
2025-08-20 6:19:10
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: KOREA, JAPAN, TAIWAN ENTITY: BIS APAC SYMPTOMS: Users reported they cannot access ERP/VA/HOMECARE link with error message as per below screenshot: Description: An error occurred during the processing of a configuration file required to service this request. Please review the specific error details below and modify your configuration file appropriately. Parser Error Message: It is an error to use a section registered as allowDefinition='MachineToApplication' beyond application level. This error can be caused by a virtual directory not being configured as an application in IIS. Source Error: An application error occurred on the server. The current custom error settings for this application prevent the details of the application error from being viewed remotely (for security reasons). It could, however, be viewed by browsers running on the local server machine. POSSIBLE CAUSES: 1) Always use HTTPS setting is enabled at Chrome's security 2) At site setting, the insecure content is set to default - Blocked From the receipt audit, the matched status was only updated on the next month after the MEC is completed. Therefore, during the MEC process this receipt was identified as N (Unbanked) and was carried forward to 202205. STEPS: 1) Go to Chrome's security setting chrome://settings/security 2) Go to Advanced: Always use secure connections. Please ensure this is disabled. 3. Close the browser and reopen a new windows 4. Try access the link again If the above steps do not resolve the issue, please proceed to perform the following steps: 1. Access to the site from the index page 2. At first attempt, the error still show. 3. Go to Site Settings > Unsecured contents: change from Blocked to Allowed （to open the site settings, click the padlock icon on the left side of the page URL > select Site Settings ） JP:????????????? 4. Open the page in a new tab. 5. Edit the URL in the bookmark if needed LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution notes: Service desk will assist the user to check the google chrome settings and troubleshoot the issue. TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1, L1.5 Apps
404, 404 error, access, airliquide, chrome, com, corp, english, erp, erp/va/homecare - unable to access in chrome - server error, gideons, healthcare, hezharjoyo, homecare, kaluny@as, noor, server, server error, siti, unable, va, vitalaire, wahab-sc
NaN
KB0019309
BTS Software - Application Installation Request
English
hezharjoyo.kaluny@as.corp.airliquide.com
2263
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-30 12:28:57
5
GIO Service Desk
NaN
#########
3.83
GIO - EUS - Service Desk
NaN
NaN
NaN
2421
2025-07-04 9:35:15
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Application/Software Installation request Application/Software update requestMS Office request (Excel, Word, PowerPoint,) BEFORE YOU START: All Application Installation / Software Requests must be referred to My It Corner Standard and Non-Standard software: My IT Corner> Software request must be raised via My IT Corner STEPS: MY IT CORNER NON STANDARD REQUEST Go to My IT Corner > Order Something > Applications Select Download & install non-standard softwaresSelect the appropriate categoryComplete the required fields (*)Click Order Now and Checkout MY IT CORNER MS OFFICE REQUEST URL- MS WordURL- MS ExcelURL- MS PowerpointURL- MS AccessURL- Adobe Acrobat Reader Reminder: If user submitted a NON-STANDARD request for an MS Office installation , please cancel the CATTASK and guide the user to submit using the correct form. INSTALLATION GUIDELINES in order MARIMBA TOOL (offline tool)MARIMBA WEB CONSOLE (online)APAC LOCAL COUNTRY SERVERSGOOGLE SHARED DRIVE for some countries (if not licenced software) for some software get source from the Cluster Manager ( install with ADM of SD) (Licensed - Check with Cluster Manager for the source of the software and provide the license key)SOURCE defined by CLUSTER manager / ZSO APAC (ZSO for APAC is (Daniel.Wong@airliquide.com) Freeware: Check with ZSO (APAC) is approved to proceed to install For user that would like to update their installed software, please advise them to search & click on "softwareupdatetool" in order to receive the next policy update. Note: For TAIWAN software installation, if user has no access of local share folder, please help user to add below AD group via AD TW-ALFE-USERS Reminder: After software is installed successfully, either from marimba online/offline. Attach the screenshot on the CATTASK and close it. No need for confirmation from the user. Create Incident ticket and assign it to the ONSITE TEAM- if installation failedPlease reference the CATTASK number to the Incident ticket and vice versa. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Accessories Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
access, acrobat, acrobat reader, adobe, airliquide, application, bts, com, corp, english, excel, hezharjoyo, install, installation, kaluny@as, matutina-sc, ms, ms access, non, non standard, non-standard, powerpoint, reader, request, rose, software, softwareupdatetool, standard, word
NaN
KB0020824
Caseware Application - access request
English
hezharjoyo.kaluny@as.corp.airliquide.com
18
Retha SMIT
Uncategorized
Published
2025-09-03 3:30:40
4
GIO Service Desk
NaN
#########
NaN
BAMEI-South Africa-Local Business Applications
NaN
NaN
NaN
5
2025-09-03 3:30:17
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:AMEI ENTITY:All SYMPTOMS: User would like to access to Caseware application. BEFORE YOU START: Caseware is a Finance tool, used mainly during the mid-term or the yearly closures. It is a local application which requires also license. Caseware application does not compile with AL network, thus need to use external network to be able to connect. STEPS: User needs to contact the provider or his Finance Manager. LOGGING CATEGORISATION: Business service: BAMEI-South Africa-Local Business Applications Category: Application Subcategory: Availability and Performance issue Resolution Notes: Asked the user to contact his Finance manager in order to get CaseWare access. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
MyITcorner Catalog:Add new values(CC, LA, Location), enable or disable values, enable or disable COA
English
hezharjoyo.kaluny@as.corp.airliquide.com
38
Srichandra R-SC
Uncategorized
Published
2025-09-01 4:36:23
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
6
2025-09-01 4:35:53
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Missing Catalog ticket in MyITcorner :Add new values (CC, LA, Location), enable or disable values, enable or disable full combinations, COA POSSIBLE CAUSES: Unable find in myitcorner : Add new values (CC, LA, Location), enable or disable values, enable or disable full combinations, COA BEFORE YOU START: Please check myitcorner STEPS: Catalog>IT>Applications>Business Application>ORACLE ERP>Master Data Maintenance Create/Update : Chart of Accounts (COA) values Add new values (CC, LA, Location), enable or disable values, enable or disable full combinations, COA URL : https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3Dac0a47d1db5818d032b792b8f4961944%26sysparm_link_parent%3D3c3b174a4fcf3e40eaa6ab6ba110c725%26sysparm_catalog%3D8ffee0394f8b82003d9524fe0310c7ed%26sysparm_catalog_view%3Dcatalog_myITCorner_Catalog Advise user raise catalog ticket and provide above link. Close the ticket once confirmed from user. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - ORACLE Configuration item: ORACLE - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Provide the information for confirmation TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5
:add new values (cc, add, airliquide, catalog, cc, center, coa, com, combinations, corp, cost, cost center), disable, enable, enable or disable full combinations, enable or disable values, english, full, ga, ga location, hezharjoyo, kaluny@as, la, location, myitcorner, new, r-sc, srichandra, values
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: HR case transfer is being redirected to Service Desk to report that an user is unable to receive expense reimbursements even if the payment election information is correct. STEPS: Users may sometimes find it confusing to follow up on their MyHR tickets with us. Advise user to contact BSC HR or connect via the Live Agent Chat using this link : https://airliquide.service-now.com/esc LOGGING CATEGORISATION: Business service: BCF-MYHR-SUPPORT Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Bug/defect Resolution note: Advise user to contact BSC HR or connect via the Live Agent Chat using this link : https://airliquide.service-now.com/esc TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: List of Software that end user can request Standard / Default Software List: Autodesk DWG2019 Viewer MPC-HC Gideons DO Imaging GTS Access Runtime Viewer Visio Viewer PowerPoint viewer Excel Viewer Project Viewer Smart Client Ivanti Seagate Report ActiveX Viewer PDF Creator Adobe Acrobat Reader OLE DB Provider - For China & Taiwan users SQL Server Native Client - For China & Taiwan users C3Viewer - For China & Taiwan users Essbase client (excel add-ins for Hyperion) - For China & Taiwan users Smart Viewer (excel add-ins for Hyperion) - For China & Taiwan users Power BI (can be download from google) please refer to Power BI Application Issues (APAC) KB0019553 Java Application Non-Standard Software List: MS Excel MS Words MS PowerPoint MS Project MS Visio MS Access Adobe Acrobat Standard X Nuance PDF Professional Government Affairs Software Security, taxation, customs, social security, banking, etc. ZWCAD (Zhongwang CAD) For China Mainland users AutoCAD For Taiwan users AutoDesk PI SmartView SHIFT Any language input like Sougou input Dictionary like Youdao ???? Please note: After submitting the request, user`s CARM approver as well as the IT manager need to approve it! LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: If user is reporting that he/she cannot login to Okta application POSSIBLE CAUSES: Account is deactivated/suspended in Okta admin console. BEFORE YOU START:Check users account in Okta admin consoleCheck if password is not expired or account is lockTo check/validate the account status in CARM (as it might be suspended/expired) in which reactivation of account is required)) To check/validate the account status in AD (if account is locked; and sometimes we won't be able to validate the password expiry in CMD) For example: C:\Windows\System32>net user /do thupakula.babuThe request will be processed at a domain controller for domain as.corp.airliquide.com.The user name could not be found.More help is available by typing NET HELPMSG 2221. Ticket reference: INC1534539 STEPS: Attach the screenshot to the ticketGet the service logs from Admin console and attach it to the ticketAssign to GIO-SEC-AD-AUTHENTICATION SERVICES-L2 team LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): GIO-SEC-AD-AUTHENTICATION SERVICES-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User has a hardware issue with his/her DELL computer and a Dell diagnostic report is necessary to perform the troubleshooting. STEPS: Restart the computer.As the computer boots, press < F12 > when the Dell Splash Screen appears.On the boot menu screen, select the Diagnostics option and press EnterClick the arrow on the lower-right corner to go to the page listing. The detected items are listedIf the Diagnostics Produces an Error, user should make a note of the error and tell it when you contact the Technical Support for further assistance. See also here how to run the Diagnostic: https://www.dell.com/support/kbdoc/en-uk/000181163/how-to-enter-the-built-in-diagnostics-32-bit-diagnostics-supportassist-epsa-epsa-and-psa?lang=en ARTICLE TYPE: Process TEAM: L1
GIDEONS - Receipt matched status, what is the effect on transaction matching and ATB
English
hezharjoyo.kaluny@as.corp.airliquide.com
26
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-25 4:22:48
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
9
2025-08-25 4:22:39
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Receipt has been created but cannot be found at the transaction matching screen. POSSIBLE CAUSES: Receipt is in Unbanked/Banked status. Advise user to check the banking update and banking process are done for the receipt. STEPS: 1) Use this query to check the receipt match status: SELECT MATCHED, * FROM DBO.RECEIPT WHERE RECEIPT_NO = 'XXXXXX' 2) The relation between receipt status with transaction matching and ATB is detailed here: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: APAC user requested a standard change on a managed router: LAN interface IP addressVLAN interface IP addressDHCP IP helperInterface speed/duplexStatic routeNAT ruleUpdate bandwidth STEPS: 1. Advise user to submit a GIO catalog ticket that can be accessed from below link: Path: Home > All Catalogs > GIO Services > Site Infrastructure > Site Connectivity > Request a standard router configuration change (APAC) Important: If user has no access to above link or unsure of the information to fill in, have them contact their manager/supervisor to submit the request on their behalf. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Network Subcategory: Access issue Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to set up/configuration an IP or Stationary phone. STEPS: Create an AdHoc ticket and assign it to the Local SD: PL-AL POLAND-ONSITE-L2 LOGGING CATEGORISATION: Ticket template to be used: 0_AL _PL[IP phone/Stationary phone] - Request Business service: Local Business Solution Situation: Information request [Ad Hoc Request] Assignment group (if not L1): PL-AL POLAND-ONSITE-L2 TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: OSS
GIDEONS - How to setup a tier price in customer special price list
English
hezharjoyo.kaluny@as.corp.airliquide.com
18
Siti Noor WAHAB-SC
Uncategorized
Published
2025-09-12 9:16:39
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
12
2025-09-12 9:15:57
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: It shows a warning message while creating a tier price. Picture 1 Picture 2 POSSIBLE CAUSES: 1. User add tier price under national price 2. The block of selected range ID in the special price is more than it in price list BEFORE YOU START: Please make sure to include customer No, Product No., error message and screenshot to the ticket before assigning to L1.5 STEPS: 1. As per the logic of the system, in the special price maintenance list, its unable to maintain a tier price under national price, only available to maintain it under price list. Thats why it shows the error message as picture 1. For this case, advise the user to switch it to pricelist. But before that, the product has to be added in the pricelist. SELECT PRICE_LIST_ID,* FROM PARENT_CUSTOMER WHERE CUST_NO='GUC944' SELECT * FROM PRICE_LIST_PRICE WHERE PRICE_LIST_ID='LABGA' AND PROD_NO='XC2081' 2. When creating a tier price, the range ID in the special price should match with the blocks of the selected price list, or less blocks than the price list. If selected range ID in special price more than the blocks of price list, then it will show error message as picture 2. (Theres only 1 block for A000 in pricelist, so its not supported to select AFDM which has 3 blocks in special price.) For this case, advise the user to update range ID in the price list or update the price list of the customer to another one first. . SELECT RANGE_ID,* FROM PRICE_LIST_PRICE WHERE PRICE_LIST_ID='PLRMB' AND PROD_NO='9C2081' SELECT * FROM RANGE WHERE RANGE_ID='A000' LOGGING CATEGORISATION: Ticket template to be used: NONE Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: APAC users request to create new account in e-Expense BEFORE YOU START: 1) For China employees, the system has been replaced with My Expense, therefore please refer to KB00247732) If it's stated ALES in user's profile (as per example below), please escalate to GIO-EUS-SD-APAC-L1.5 team members, and to GIO-EUS-SD-APAC-L1.5 team, please refer to KB0030307 for the guide on how to create the account in e-Expense 3) For Japan employees, can also refer to this manual - https://docs.google.com/presentation/d/1Ndpa9Y41-lddgXhkYo43FZBYZxjuJI3OfOXC08FBWOY/edit#slide=id.p 4) For other APAC employees (except China employees and Taiwan ALES/EASIA) please follow below process. Please be informed that for Taiwan ALFE, they must go through FSSC application process like other APAC users How to check which company the employee currently belongs to: 1) Check user's current company in 2) If it's stated ALES in user's profile (as per example below), please escalate to GIO-EUS-SD-APAC-L1.5 team members, and to GIO-EUS-SD-APAC-L1.5 team, please refer to KB0030307 for the guide on how to create the account in e-Expense STEPS: 1 1) Advise user to contact HR/FSSC for new employee account creation in E-Expense. FSSC - or user can email them at 2) IT is not an authorized party for employee data maintenance in e-Expense (except for Taiwan ALES/EASIA employees). Therefore, any requests related to employee data maintenance MUST go through FSSC to maintain compliance. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: My HRExplanation: Service desk will guide the user to contact FSSC MDM
Windows Hello Pin or other Windows Hello options cannot be reset or changed
English
hezharjoyo.kaluny@as.corp.airliquide.com
634
Maik GERHARDS
Windows - Storage / Performance
Published
2025-08-04 8:14:35
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
291
2025-08-04 8:14:10
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Windows Hello PIN remove option is greyed outWindows Hello PIN cannot be changedother Windows Hello options cannot be modified BEFORE YOU START: Please note that Windows HELLO will be reset, any authenticator has to be added again by the user STEPS: Steps to fix the issue: remote to the PC open an elevated command prompt (with admin rights)execute the following command: takeown /f %windir%\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC /r Confirm with "y" the execution (depending the language of the system, you will need to type another letter) execute another command: icacls %windir%\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC /grant administrators:F /t The command should complete with "Failed processing 0 files", the amount of "processed files" may vary Open the Windows File Explorer and navigate to: C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc You will be prompted to proivde and administrative account > please use the same account as used to open the eleveted command promptNow delete every file and folder under the NGC folder Now Windows Hello has been reset and the user can add new Authenticators as PIN, Fingerprint, etc LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will assist the user to set up windows hello. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
COUNTRY/REGION:FRANCE ENTITY:ALLExcept E&C SYMPTOMS: New option present for the traveling purposes. POSSIBLE CAUSES: User need to call Amex for a duplicate of the facture, for travel purpose for more than 10 people, need to cancel ticket, needs to update the profile on the tool. BEFORE YOU START: Recap correctly user demand and issue. If is an issue that exist in his pc please make sure that this is not a repetitive issue and that user has a correct profile. STEPS: With this new option user can book easily a travel via plane, train, hotel and know the location of his vehicle. The option is available for France for the moment. Soon will be available for other EU countries. In case of an account issue, please follow KB0049919. LOGGING CATEGORISATION: Business service: Travel expense management Configuration item: CONCUR SaaS - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User doubts regarding the new feature was addressed. ARTICLE TYPE: FCR TEAM: L1
Canon Uniflow - Keyfob Deletion and Re-Registration
English
hezharjoyo.kaluny@as.corp.airliquide.com
425
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-30 11:49:43
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - MPS
NaN
NaN
NaN
244
2025-07-25 11:56:18
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Canon keyfob deletion and/or re-registration needed STEPS: User need to raise GIO request for Canon keyfob deletion - re-registration GIO Link: https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D374096e6db353d14f1ad466215961923%26sysparm_link_parent%3D3d2280884f5a6f009864ca1f0310c7a0%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dtext_search Important: If the user has no access to the above link, advise them to contact their manager/supervisor to submit the request on their behalf. LOGGING CATEGORISATION: Request: Show where to go -IT Manager or related line Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Advised the user to submit a GIO Request TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Invoice lines are missing in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: 1. Make sure invoice generated correctly and Invoice in Gideons is correct. Check if there is issue in interfacing invoice lines. Follow the steps below to see if the invoices are updated correctly: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Invoices. The list of invoices are displayed in the My Invoices screen. 5. Click View to see the details of the respective invoice. The View Invoice Details pop-up window appears. Use the following query to check the invoice lines: SELECT * FROM CP.INVOICE_LINE WHERE INVOICE_NO='#INV_NO#' LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Configuration item: E-expense APAC - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user calls/create ticket requesting to assign IP Address (server, switch & etc) or would like to get IP address using Simple Network Mail Transmission Protocol (SMNTP STEPS: Path-https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D709116924fdf7600eaa6ab6ba110c7c9%26sysparm_link_parent%3D712280884f5a6f009864ca1f0310c77e%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dcatalogs_default GIO ServicesSite InfrastructureSite Connectivity Physical IP assignation (APAC) Manage Attachments Manage Attachments If user is unable to open this link, please advise user to refer to his manager. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - My It Corner - Request Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Situation: Assistance using MyITcorner portal [Incident] Resolution Notes: Service Desk will guide the user to submit request via myIT corner TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
address, airliquide, apac, com, corp, device, dhcp, english, hardware, hezharjoyo, how, how to, ip, ip address, kaluny@as, matutina-sc, non-dhcp, reserve, rose, server, switch
NaN
KB0041241
Windows 10 - Volume goes down by itself at a comunication
English
hezharjoyo.kaluny@as.corp.airliquide.com
22
Aldo RAMOS-SC
Windows - Storage / Performance
Published
2025-09-29 12:51:50
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
5
2025-07-17 3:31:33
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The volume goes down by itself when user is receiving any kind of communication, as calls through Ring Central, meetings, teams, etc. POSSIBLE CAUSES: Communication settings are configured to decrease volume. STEPS: 1.- Open windows settings 2.- Go to System 3.- Select the option Sound 4.- Select the option Sound control panel 5.- In the window that opens click in the Communications tab 6.- Select the option do nothing. LOGGING CATEGORISATION: Ticket template to be used: WINDOWS - Sound/Speaker issue Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: Communications settings have been updated. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
10, airliquide, aldo, any, as calls through ring central, calls, central, com, communication, comunication, configured, corp, decrease, down, english, etc, etc. communication settings are configured to decrease volume., goes, hezharjoyo, itself, kaluny@as, kind, meetings, ramos-sc, receiving, ring, settings, software, teams, through, volume, when, windows, windows 10 - volume goes down by itself at a comunication the volume goes down by itself when user is receiving any kind of communication
NaN
KB0030331
E-EXPENSE - account creation
English
hezharjoyo.kaluny@as.corp.airliquide.com
71
Avinash KUMAR
Uncategorized
Published
2025-06-04 6:09:28
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
3
2025-06-04 6:07:07
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION:INDIA ENTITY:BIS INDIA SYMPTOMS: User request to create account for E-expense STEPS: Advise user to contact HR for account creation E-expense LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item:E-expense APAC - PROD Category: Application Subcategory: Access / Rights Resolution notes: SD advice user to contact HR for account creation TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: User is contacting the Service Desk asking to back up and/or restore data on any data center, AWS, TCS, and Open Stack. BEFORE YOU START: Other KBs STEPS: For any issues/requests route the ticket as per below categorization. LOGGING CATEGORISATION: Business service: GIO-CS-AMER-Backup Service Situation: Availability [Incident] Assignment group: GIO-CS-AMER-BACKUP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
access, airliquide, amer, app, application, aws, backup, bob, center, cloud, com, command, corp, cs, english, gio, hezharjoyo, issues, kaluny@as, moore-sc, request, restore, server, services, software, stack, support, svcs, tcs, tcs cloud server svcs support app application command center amer gio cs amer backup restore aws stack tcs cloud services cloud support server access issues request
NaN
KB0028641
Mobile Application - Good Catch registration/access
English
hezharjoyo.kaluny@as.corp.airliquide.com
14
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-29 14:33:45
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
8
2025-07-03 4:43:44
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Good Catch is a smartphone application that is being used to submit good catches (good findings that will help improve team's processes), as part of user's KPI.User is getting an error when accessing Good Catch Application from their smartphone. STEPS: User should contact their Manager/Supervisor and have him/her contact the Corporate Administrator, who will then create/check end user's account for Good Catch access. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Inform Manager / Supervisor to contact the Corporate Administrator, ,who will then create / check end-user's account for Good Catch access In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Mobile Serial Number (if applicable) Category: Application Subcategory: Access Resolution Notes: Show where to go request submitted. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: No shared drive on new computer POSSIBLE CAUSES: New computer, shared drive missing BEFORE YOU START: If first time access, must provide access to the shared drive/folder by email to manager, Obtain the complete network/folder path from the user, if the user does not have it, have the user ask his/her manager or colleagues. STEPS: Once access has been provided: You need to either:Open the File ExplorerGo to This PC and right click on itSelect Map network drive OR From the Start Menu, search for This PCOn the top menu, click on Map network drive 3. Choose the drive letter to which you would like the drive to be mapped. 4.Enter the network drive path as provided by the user, following the "Example" If you would like to have this drive mapped on every login, simply choose the 'Reconnect at login' checkbox. 5. Click Finish. 6. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows Assistance Request details: For Which Topic: Windows Feature In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Category: Application Subcategory: Support / Assistance Resolution Notes: SD configure the Shared Drive on user's pc accordingly
airliquide, cervantes-sc, com, corp, drive, english, hardware, have, hezharjoyo, i want to have my shared drive on my new pc, israel, kaluny@as, my, new, pc, shared, want
NaN
KB0048443
Google Chat - Enable notifications
English
hezharjoyo.kaluny@as.corp.airliquide.com
39
Harold OUSSET
Uncategorized
Published
2025-07-30 6:10:02
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
12
2025-07-23 8:27:09
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user does not receive the Google Chat notifications STEPS: 1. Go to Chat.google.com 2. Open the chat settings (settings Gear on top right) 3. Enable both Allow Chat Notifications, Open pop-ups for new messages and select a notification sound. 4. Make sure you also have notification enabled for the rooms you are interested in. As the sounds are managed by the windows notifications, please check the following if the steps above didnt fix the issue:: 1. That Windows allows Google Chrome to show popup notifications. Copy and paste this in the chrome address bar ms-settings:notifications 2. Make sure that Chrome allows notifications, sounds and popups for the needed tools Gmail and Chat - Copy and paste this in the chrome address bar. chrome://settings/content/notifications 3. If Gmail and Video Chat tool are not in the allow list please click on add and add the following URLs https://calendar.google.com:443 https://chat.google.com https://mail.google.com:443 and https://meet.google.com ?Help Center Article https://support.google.com/chat/answer/7655718 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance with interface In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, chat, chat notifications, com, corp, enable, english, google, google chat notifications, google notifications, harold, hezharjoyo, kaluny@as, notifications, ousset
NaN
KB0027474
Windows - Unable to open PNG. file
English
hezharjoyo.kaluny@as.corp.airliquide.com
83
Chrystele GUEFFIER
Windows - Storage / Performance
Published
2025-07-30 11:35:22
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
26
2025-05-19 5:08:34
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User unable to open PNG.file on Air Liquide PC, error message is : Your administrator blocked this program. For the details, please contact with your administrator. BEFORE YOU START: Please remote to make sure user's PC OS version: - If OS version is 1903, please suggest user to reinstall OS version, ticket can be assigned to OSS team for installation. - If OS version is not 1903, please follow the steps as below. STEPS: Go to search bar and find out Photos app, choose App settings. 2.In Microsoft Photos setting, find out Reset, and click it. Note: In case user doesn't want to reinstall OS: Scenario 1 File format must be PNG., the workaround is ask the screenshot provider to do screenshot with Snipping Tool, do not use Snip & Sketch. Scenario 2 If no requirement of the file format, SD guide user to save file as JPEG or JPG to open. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: User was able to open PNG.file after the procedures TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, chrystele, com, corp, english, file, gueffier, hezharjoyo, kaluny@as, open, photo, png, software, unable, unable to open, windows
NaN
KB0020103
My IT Corner - unable to select hostname
English
hezharjoyo.kaluny@as.corp.airliquide.com
2297
Dieter HEMING
Uncategorized
Published
2025-09-29 14:51:58
5
GIO Service Desk
NaN
#########
3.86
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
2153
2025-09-22 5:31:38
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she is unable to raise one of the My IT Corner requests listed below as the affected CI does not appear in the list of devices: My It Corner software installation requestUpgrade your hardwareTransfer a deviceReturn a computerDecommission a device POSSIBLE CAUSES: The transfer a computer request has not been raised by the previous owner. BEFORE YOU START: This is valid for all My IT Corner requests where the user has to select a device : Look in MMS if the device could be found if yes, the device is not linked to the user and we have to open the "Transfer a computer" request on behalf of the user! If no, we needs to check weather the device is in Marimba If no, inform user that device is not scanned by Marimba yet and user should keep his device online and check next day again If yes, a incident can be opened to GIO-EUS-ITAM-EUR-L3 as per KB0041529 STEPS: Raise the "Transfer a computer " request on behalf of the user under "Manage my device"! Go to Request Link Raise the request on behalf of the user (override the name of "Request for" to the user`s name) Search for the Hostname of the affected device (as you are raising the request on behalf, you will be able to find any device) At the New assign to enter UserID (New Owner of the Devices) Select if required a reconfiguration LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: 'Transfer a computer'. Request details: Device reference: Hostname/Service Tag of PCNew assigned to: The new user who will be using the PCWould you like to ask for a new set up of this device? No In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - ITSMaaS Configuration item: MyITCorner - PROD Category: Devices Subcategory: Hardware Resolution Notes: Transfer a Device form submitted.
Report an incident Loop allows you to report different types of incidents on site and which most generally involve Facility services. Ex: Broken chairBroken screenMissing cable It is possible to report any incident that may occur at a desk, in a meeting room but also in common areas (break room, toilets, etc.) You can also report any office incident which can occur in the common areas or others point of interests (Toilets,..) Tips: With the mobile version, it is possible to take a photo / video directly with your phone when creating the incident
COUNTRY/REGION:APAC ENTITY: BIS APAC SYMPTOMS: User request to update/add Project Classification Category's Code Description Refer to INC1206835 POSSIBLE CAUSES: The Project Classification Category's Code Description is incorrect and need to update accordingly BEFORE YOU START: Have access to XX Projects Manager > Setup > Projects > Classifications STEPS: 1. Search for require Class Category and update the class code accordingly 2. Search again the Category Code in Project Template to confirm LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update the Class Category TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5
Alair - report functional issue through Alair Support Portal
English
hezharjoyo.kaluny@as.corp.airliquide.com
514
Dariusz KWIECIEN
Uncategorized
Published
2025-09-29 14:32:15
5
GIO Service Desk
NaN
#########
NaN
BEC - ALAIR
NaN
NaN
NaN
225
2025-05-22 4:56:19
#########
NaN
BEC-ALAIR-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has an issue in Alair application BEFORE YOU START: If user has an issue in Alair application, he/she can open a Ticket him/herself. STEPS: On top of standard formula in style "Dear user, we are sorry but currently we are not able to solve your call. In order to proceed we kindly invite you to:...." ALAIR and Standards Management System --> place your ticket over ALAIR Support Portal: https://asp.apps.airliquide.com/alair-cms/#support 1. Please go to asp.apps.airliquide.com 2. Then you can choose to open a Ticket or look at the existing tickets KEY USERS Dariusz KwiecienAnna Rybak-Videira PLEASE NOTE: DO NOT assign any incident ticket to BEC-ALAIR-FFM-L2, BEC-ALAIR-KRA-L2 or BEC-ALAIR-L3! . After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guided to ALAIR Support Portal. In case of blank ESS Incident submitted by the user: Business service: BEC - ALAIR Configuration item: ALAIR - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was instructed to open a ticket through ALAIR Support Portal
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Users calling for assistance regarding NWA installation. BEFORE YOU START: NWA installs will need manual installation. Please be advise, this will only be temporary solution as the software access will be moved to Citrix platform starting January 2026. Kindly ask the user to submit a Non-Standard software installation request in MyITCorner before proceeding with the manual installation. STEPS: Please refer to the document below for the complete NWA Setup Guide for your reference. https://docs.google.com/document/d/1ivIzc1ZQ37AirKnRmyLmczIYEmNSOPKtgjwNl6sXoJg/edit?tab=t.0 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation Resolution Notes: SD assist user with NWA Installation ARTICLE TYPE: FCR TEAM: L1
Blue Screen "Your Device ran into a problem and needs to restart"
English
hezharjoyo.kaluny@as.corp.airliquide.com
226
NaN
Uncategorized
Published
2025-05-06 5:56:56
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
77
2025-05-06 5:56:06
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: After opening an application, example Google Meet, the internet connection gets automatically disconnected and laptop will be on blue screen with error, Your Device ran into a problem and needs to restart. We are collecting some error info and you can restart. STEPS: Update BIOS via DELL Link: https://www.dell.com/support/home/en-sg?app=driversIf BIOS password is needed, please coordinate with Local OSS.Open CMD and Run as AdministratorType sfc /scannowWait until 100% completedRun dism /online /cleanup-image /scanhealthOnce done, dism /online /cleanup-image /checkhealthAnd lastly, dism /online /cleanup-image /restorehealth LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Host name Category: Devices Subcategory: Operating System Assignment group (if not L1): Onsite TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: OSS
airliquide, blue, blue screen, com, computer, computer restart, corp, device, dism, english, hardware, hezharjoyo, into, kaluny@as, needs, ran, restart, screen, sfc, your, your device ran into a problem and needs to restart
NaN
KB0018145
BLAC - eCOC is not available in BLAC causing eCOC did not interface to myGAS
English
hezharjoyo.kaluny@as.corp.airliquide.com
10
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:41
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
10
2025-06-04 10:28:23
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: eCOC is not available in BLAC causing eCOC did not interface to myGAS STEPS: 1.Check if the DO has been completed by Driver with OBC or manually 2. If Driver finished DO manually without OBC, there will be no eCOC. 3. If Driver finished with OBC, check if the eCOC is available (COC link will be available) in BLAC through DO Enquiry screen, if missing in BLAC, check the OBC that delivered the DO. 4. If step 3 is true, Copy the log and eCOC from OBC and sync OBC with BLAC. 5. Check BLAC-DO Enquiry if eCOC is available after Syncing OBC and let the interface to take it's trun to copy eCOC to MyGas 6. If OBC fails to sync, copy the eCOC from OBC and upload directly through Database, there is no UI in BLAC to upload eCOC. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Process - How to dispatch Germany Vitalaire tickets to GIO Teams
English
hezharjoyo.kaluny@as.corp.airliquide.com
27
Dennis ROSENKRANZ
Uncategorized
Published
2025-07-30 11:08:55
5
GIO Service Desk
NaN
#########
5.00
BHC - VADE - Internal IT
NaN
NaN
NaN
5
2025-03-31 4:30:30
#########
NaN
BHC-VADE-IT
COUNTRY/REGION:GIO Service Desk ENTITY:GIO Service Desk SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue which is out of scope for the VADE teams. PROCESS: Please clarify with the user whether is it acceptable for them if they will contacted in English. If yes: forward the ticket to the responsible GIO Team (like network team, citrix team, etc...). If no: please send the ticket to GIO-EUS-SD-EUROPE-L1.5 and they will forward the ticket to Onsite. LOGGING CATEGORISATION: Business service: based on the issue Configuration item: based on the issue Situation:based on the issue Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 or the responsible GIO Team TICKET TYPE: Incident / Adhoc ARTICLE TYPE: Process TEAM: L1 LOGGING CATEGORISATION: Business service: based on the issue Situations: based on the issue Routing: GIO-EUS-SD-EUROPE-L1.5 or the responsible GIO Team
GIO Service Desk knowledge article - Content Standard
English
hezharjoyo.kaluny@as.corp.airliquide.com
173
Guillaume CHIROL
Uncategorized
Published
2025-07-30 12:29:02
7
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
8
2024-12-20 3:38:18
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS: CONTENT STANDARD FOR KNOWLEDGE ARTICLES The content standard describes the knowledge article structure to ensure that theres a level of consistency for the knowledge worker that will ultimately result in a more-easily-findable and useable knowledge article. The content standard sets the knowledge article quality guideline by documenting the structure of each field (in the article), quality criteria (what is a good article) and the state (lifecycle) of the knowledge article. This document explains how to write a Knowledge Article and the standards that should be followed. BEFORE YOU START: BEFORE CREATING A NEW ARTICLE Following the UFFA process, it is best practice to check there is no duplicate article or articles in the Knowledgebase before you are about to create a Knowledge Article. To create a new article please follow the training pack/slides provided during the KCS/Tool Training. Note: If you have not received any training around creating articles, please reach out to your Operational Excellence Analyst. STEPS: GUIDELINES FOR SERVICE DESK/SELF SERVICE ARTICLES A. Short Description: This field should contain concise and meaningful content, which will form the main part of the search criteria for those using the Knowledge Base. Create a title for the article using the Product Description of Issue format (e.g., Active Directory Password Reset). * For Self Service you will need to take on customer recommendations as an example the customer may want Description of Issue first then the Product as the title of the article. B. Article Body (Knowledge Article Details): This field uses a WYSIWYG (what you see is what you get) HTML editor feature. The KCS Template has a series of headings that govern the structure and style format of the article content.Issue Heading - Description of the problem the user is experiencing. Cause Heading - Description of the causes to better understand why the problem occurredResolution Heading - It is where all information pertinent to the solution is organized and displayed. This field usually contains any introductory information, routing ticket information/requirements, images and special information, such as notes and warnings. If a field is not required within the knowledge article details when creating an article, it can be removed or not used. The recommended font and size for the headings is Verdana 10 (bold) and Verdana 10 for the text. For defining the applicable region and entity, kindly refer to the below list: EntityApplicable RegionBIS APACAPACBIS EUROPEEUBIS HOME HEALTHCAREEUBIS AMERICASAMERBIS AMEIAMEIBIS E&CGLOBALBIS CFEUGIOGLOBALBIS GM&TEUALIZENTGLOBALGDOEUBIS SEPPICGLOBAL Note: KCS recommends one article for one issue (nuggets of information not a novel). *Screenshots should not be pixelized and do consider the end users may be using the mobile portal to search/view knowledge so avoid making the article too lengthy. C. Meta Field: The Meta field should be used to capture appropriate keywords that can be found in the title or content of the article (This is a Mandatory field) Keywords are used to locate articles when searching in the Portal. Words added to the Metadata Field should be separated by commas and spaces and be specific to the solution, without the inclusion of common words and articles such as the, or, and and (Stop Words). It is also suggested that you use the entire title name of any software mentioned. *End User terminology should be added to the Meta Field. D. Knowledge Base Selection: In this field you will select which Knowledgebase the article is relevant for. Your Role will be affiliated to the Knowledge Base you have access to as a contributor i.e. Service Desk or Self Service. (This is a Mandatory field) E. Category: In this field you will need to select the Product/Group the article should be assigned to. They are used to define/categorise articles according to the product/application of the article being created. The categories should already be setup as multiple tiers as per the examples below: Hardware > Laptop > Dell Applications > Active Directory > Password Reset F. Valid to Date: This determines the expiration date for your article, automatically it will be set as 1 year but this can be amended based on when the article should be reviewed *For Self Service we recommend the date to be set to be reviewed every 6 months G. Statuses: When the article is created it will go into a draft state once saved, which represents the article is still work in progress There are four statuses for Knowledge Articles: Draft > The default status for all new articles that are still work in progress.Review > Articles that are ready to be published will be reviewed by the SMEs.Published > The solution has been reviewed and published.Retired > Allows content to become hidden from all users without the need to delete the article. These are articles that are no longer required or have not been used in 13 months and are deemed irrelevant to current audience. Archived articles should be able to be republished by Admins if required. Note: For Service Desk Knowledgebase, articles will be available to be searched in Draft, Review & Published. For the Self-Service Knowledgebase, articles will only be available in the Portal once thoroughly reviewed and in a Published status H. Version: Versions of your articles will automatically be saved as you edit articles. This allows you to view past versions and revert to older versions if needed. If an article is edited it is automatically saved as a new version. The version control contributes to collaborative editing so many people can work together to create and refine a knowledge base entry. STYLE GUIDE: The font and size for the headings is Verdana 10 (bold, underlined and all caps) and Verdana 10 for the text. OTHER USEFUL INFORMATION: Hyperlinks: You can add numerous types of links into your articles. This allows users to open or download forms, documents or multimedia from websites or network drives. *Hyperlink should be tested to ensure the intended audience will have access to view, in some instances the audience may not have access to view the links or the page may differ due to different user setup/permissions/region. Images: You can embed jpg, gif, png and bmp (this may vary depending on tool) images into solutions. When to use images: For icons For step-by-step solutions When the images are needed to explain the steps For Self-Service articles Videos: Often the best medium for showing a solution since it can more clearly illustrate a workflow, product or other material related to the conversation. All you need is to provide the answer to an issue, so you don't need to create long-winded videos. For the most part, you want to create videos that are 2-3 minutes long, and sometimes even as short as 30 seconds. Screencast videos: This is a common type of video you'll want to produce for support, where you're showing something to the user on-screen and you want to capture your cursor movements. Motion videos: Another common type of video for support, a motion video films a procedure such as how to change paper in a printer. Note: File size can vary depending on tool but its usually can be anywhere from 50MB to 1GB. Default supported files are: mp4 or webm (These may vary depending on the tool) Toggle Template Bar: This is located at the bottom of the knowledge record and will hold the knowledge templates that are available for the users. Note: This feature is only available in ServiceNow
COUNTRY/REGION: Japan ENTITY: BIS-APAC SYMPTOMS: Japan user called and request support or raise inquiry regarding ?? Cube application. BEFORE YOU START: The icon shows in desktop as per below. STEPS: Take details of the issue and escalate ticket to Japan Onsite team LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - APAC Configuration Item: PC hostname Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-FS-JAPAN-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-FS-JAPAN-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User try to change measurement method of delivery from "??CE????＿????" to "????" according to the instruction from the scheduler. However, if you change the weighing method and enter the "Weightbridge in", the Sales Volume will be 0 and cannot be saved. BEFORE YOU START: Please get below information from user Delivery WeightSales Volume STEPS: Change the Weight Method to "????"Input Weightbridge in value. Weightbridge out can be set to 0Click on Manual Input Reason as per below screenshot Then, a window will appear where you can enter the reason, so save it with an appropriate reason such as "It does not reflect well due to the change in the weighing method".The background color of the Sales Volume will change to white and you will be able to enter it, so enter the number. LOGGING CATEGORISATION: Business service: BAP HUB BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to change the weightbridge value TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:HOMECARE SYMPTOMS: IOT4HC support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) Overview IoT4HC is a platform that connects healthcare devices to the cloud. IoT4HC can provision devices with a unique certificate per device so they can communicate securely at scale. Messages received go through a data pipeline so as to be processed and be ready to be consumed or stored by other data platforms. Data can be pushed on the flow or made available through an API. IoT4HC uses a serverless microservice architecture hosted on a HDS - Hébergement des données de santé - AWS cloud environment HDS managed by Euris. Today, two device models are connected : Nowapi and Vendom. Nowapi data is pushed to DBB and Vendom data is distributed to SRETT and DBB. DBB - Digital BackBone - is an healthcare data aggregation platform managed by ALHIST (CHS). SImple architecture of the app User access: No user access (Backoffice tool Only) Appli links: No Application link (Backoffice tool Only) STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, Assess the priority 4. Assign the ticket to the hub support group: EU/AMEI: ALZ-EU-GCS-Returnable Asset L2 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Returnable Asset Configuration item: IOT4HC - PROD Situation: Accordingly Assignment group (if not L1): EU/AMEI: ALZ-EU-GCS-Returnable Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
REGION:AME ENTITY:BIS AMER SYMPTOMS: User is reporting an issue with ScienceLogic BEFORE YOU START: Other KBs STEPS: If a user is reporting an issues with ScienceLogic, open a ticket based on below categorization and assign to the indicated Assignment Group. LOGGING CATEGORISATION: Business service: GIO-CS-AMER-Operations Situation: Bug/Defect [Incident] Assignment group: GIO-CS-AMER-TOOLS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
access, airliquide, amer, app, application, bob, center, cloud, com, command, corp, cs, english, gio, hezharjoyo, issues, kaluny@as, logic, moore-sc, request, science, sciencelogic, server, services, software, support, svcs, tcs, tcs cloud server svcs support app application command center amer gio cs amer science logic sciencelogic tcs cloud services cloud support server access issues request
NaN
KB0042652
Loop - Unable to access loop modules
English
hezharjoyo.kaluny@as.corp.airliquide.com
54
Arnaud HENRI-SC
Uncategorized
Published
2025-07-02 4:44:07
4
GIO Service Desk
NaN
#########
5.00
GIO - LOOP
NaN
NaN
NaN
9
2025-07-02 4:43:29
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User called that he/she is unable to all access Loop modules. STEPS: 1. Clear Chrome browser cache 2. Logout/Login back to Loop If the problem persists means user is not authorized on the site (as not primary site) Contact facility manager of the site (KB0022408)User must be invited to the siteRequest for corpoworking (only available on sites that enabled the feature)Check Loop roles from CARM (KB0043348)Check Loop access from CARM (KB0043351) LOGGING CATEGORISATION: Business service: BCF - LOOP Configuration item: Loop - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User assisted to access Loop modules. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
GIO Requests - How to Assist Users in the Americas
English
hezharjoyo.kaluny@as.corp.airliquide.com
154
Juan Pablo DE LUNGARO
Uncategorized
Published
2025-07-30 12:30:09
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
17
2025-06-17 9:38:14
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
REGION:AME ENTITY:BIS AME SYMPTOMS: This article describes the steps to follow in case the Service Desk is contacted by an end-user from the Americas about a topic that requires the submission of a GIO Catalog Request BEFORE YOU START: GIO Catalog Requests are requests in MMS that cannot be submitted by regular end-users, they need to be created by IT personnel. Typical examples are: Allow an application - Digital Workplace and Mobile request - to whitelist Google add-ons, Chrome extensions, mobile & web apps within the organizationGIO Security Firewall - Create or update NAM standard matrix firewall rules request - to modify firewall rules within the Americas STEPS: Whenever we identify that what the end-user needs, requires the submission of a GIO Catalog Request, redirect the end-user to contact the corresponding IT Manager based on their country. List of IT Managers within the Americas: Canada: Max AnshilevichLATAM: Diego SilvaUS: Cliff Lee 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: According to the case Subcategory: According to the case Resolution Notes: Show where to go request submitted.
airliquide, ame, americas, assist, com, corp, de, english, flow, gio, gio request, hezharjoyo, how, it request, juan, kaluny@as, lungaro, open, open flow, pablo, request, requests, users
NaN
KB0012387
Agile - Application Concerns
English
hezharjoyo.kaluny@as.corp.airliquide.com
56
Anand MANDILWAR-SC
Uncategorized
Published
2025-09-29 14:32:12
6
GIO Service Desk
NaN
#########
NaN
GIO-CS-AMER-Operations
NaN
NaN
NaN
35
2024-12-02 6:56:17
#########
NaN
GIO-CS-AMER-COMMAND_CENTER-L1
REGION:AMER ENTITY:BIS AMER SYMPTOMS: User is requesting for information on how to log in and navigate on Agile. BEFORE YOU START: Alias: Oracle Agile For issues refer the user to the Local Administrators: Create an Incident ticketRefer the user to the local admin by provide the contact information (see point of contact section)Put the ticket in Resolved status after contact information has been provided For other concerns, see below. STEPS: Network Information: Production Oracle Agile Application/Web Server in Xerox Datacenter Name: adc-al-lnx46 IP Address: 172.21.63.55 Production Oracle Agile Oracle Database Server in Xerox Datacenter Name: adc-al-lnx47 IP Address: 172.21.63.56 -------------------------------- Development Oracle Agile Application/Web Server in Xerox Datacenter Name: adc-al-lnx146 IP Address: 172.21.74.62 Development Oracle Database Server in Xerox Datacenter Name: adc-al-lnx147 IP Address: 172.21.74.61 --------------------------------- File Attachment server located on-site in Chanhassen, MN Name: CED-FS-01 IP Address: 172.20.73.55 STEP1: How to log in: User ID: They need a user name and password assigned by an Agile administrator (see below). This will be a different password from the normal network login. STEP2: How to navigate: Production Application Server Name and IP Address: adc-al-lnx46 172.21.63.55 Development server name and IP Address adc-al-lnx146 172.21.74.62 NOTE: In order to access the administration console, your workstation must have 32-bit Java 7 version 21 installed available for download at http://www.oracle.com/technetwork/java/javase/downloads/java-archive-downloads-javase7-521261.html#jre-7u21-oth-JPR The following information pertains to the Development environment. Agile Web Client: https://airliquide1.plmhost.com/AgileAgile Java Client (only for people doing Agile administration, and a nice additional option for Doc Control staff): http://adc-al-lnx146:7001/JavaClient/start.html In case the user's question/issue is not resolvabel on L1, redirect to following contacts: Brian Ziemniak Primary Onsite Admin for Oracle Agile Air Liquide US Purchasing Sr. Planning Specialist (952) 917-5140 brian.ziemniak@airliquide.com LOGGING CATEGORISATION: Business service: BAM - Supply Chain Configuration item: Agile - AMER - PROD Situation: Request - Other [Ad Hoc Request] Resolution Notes: Assisted user to log in to Agile / Asked user to contact local administrator. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS APAC _ SYMPTOMS:- Black screen- Frequent disconnection - Low storage space in the server STEPS:Gather screenshots of issue from the user (including the server name/IP address) and assign the ticket to GIO-CS-SD-CLOUDAWS-L2 for validation. LOGGING CATEGORISATION: Business service: GIO-CS-Cloud Managed Configuration item: AP-P-10-BAP-COE-PROD Category: Cloud Infrastructure Subcategory: Availability and Performance Issue Assignment group: GIO-CS-SD-CLOUD-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
eApps - Why the last reading taken is not correct in myGas
English
hezharjoyo.kaluny@as.corp.airliquide.com
24
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:30:59
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
6
2025-05-28 5:44:25
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Last reading taken is not correct in myGas POSSIBLE CAUSES: 1. Operations/Data issue. BEFORE YOU START: Make sure BLAC DB is updated with the correct last reading taken from BRIO. Once BLAC is updated with last reading value, in one hour time it will interface to myGAS. STEPS: Follow the steps below to check the last reading of the bulk level: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Bulk Levels to see the bulk level details. Use the following query to check the vessel tank level: SELECT * FROM [CP].[VESSEL_TANK_LEVEL] WHERE DP_VESSEL_ID='#VESSEL_ID#' SELECT * FROM CP.VESSEL WHERE CUST_NO=#CUST_NO# AND DP_VESSEL_ID=#DP_VESSEL_ID# LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Configuration item: E-expense APAC - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, bulk, com, corp, correct, deepak, eapps, english, hasani-sc, hezharjoyo, kaluny@as, last, last reading, levels, my, my bulk levels, mygas, not, not correct, reading, taken, why
NaN
KB0018133
BLAC - How to Add or Modify or Remove Inspections
English
hezharjoyo.kaluny@as.corp.airliquide.com
9
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:40
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
8
2025-06-04 6:09:34
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: What is the procedure to install the OBC application to the tablet ? STEPS: Follow the below procedure to install OBC in a tablet: 1. Launch the OBC application. 2. Login with the provided User ID and Password. 3. Click Inspections to maintain inspections. 4. Select Inspection Type and Category. 5. Enter Description. 6. Set Enabled check box. 7. Click Add button to add to the inspections list. 8. Click. Note: Modify Inspection: In the Inspection grid select inspection and edit directly on grid row. Remove Inspection: In Inspections screen, Inspections cannot be removed permanently instead inspection can be disabled by unchecking the Enable check box. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
eApps - Why order is not converted to DO with new delivery address in myGas
English
hezharjoyo.kaluny@as.corp.airliquide.com
19
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:30:59
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
13
2025-06-04 10:30:09
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Order with new delivery address is not converted to DO in myGas, Customers have requested to deliver the order in the new delivery address. However, the order will not convert to DO automatically. Customer Service Unit (CSU) need to validate the order in myGAS internal site to convert order into DO by creating new Delivery Point in Gideons and assigning it to Order. STEPS: 1. Login to myGas internal site. 2. Click Orders. The Manage Order screen appears. 3. Under the Pending Orders tab, check the orders listed below. 4. In the Next Action column, click New Delivery Address. The View Order Validations dialog box opens. 5. Click to add the customer number. 6. Click Update to update the address. The update confirmation message appears. Use the following query to check the delivery order with new address: select * from cp.order_header where order_ref_no=#REFNO# POSSIBLE CAUSES: 1. Operations/Data issue. If the above steps did not solved the issue, raise an incident with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-EAPP-L2 ARTICLE TYPE: Assignment TEAM: L2
address, airliquide, com, converted, corp, deepak, delivery, do, eapps, english, hasani-sc, hezharjoyo, kaluny@as, manage, manage delivery, mygas, new, new delivery address, not, order, order not converted, why
NaN
KB0013531
Lotus Notes - password and/or functional issues
English
hezharjoyo.kaluny@as.corp.airliquide.com
22
Karol ZON
Uncategorized
Published
2025-05-30 6:00:46
4
GIO Service Desk
NaN
#########
4.00
BEC - Local Business Applications
NaN
NaN
NaN
24
2025-05-30 6:00:21
#########
NaN
BEC-GLOBAL-APPS-L3
COUNTRY/REGION:Germany/Poland ENTITY:BIS E&C SYMPTOMS: User calls for Lotus Notes password and/or functional issues. STEPS: Software installation requires a request. Issues and password reset must be assigned to ONSITE LOGGING CATEGORISATION: Business service: BEC - Local Business Applications Configuration item: Lotus Notes E&C - PROD Category: Application Subcategory: Support / Assistance Assignment group: BEC-EUS-FS-KRA-L2/ GIO-EUS-FS-GERMANY-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:South Africa ENTITY:ALL SYMPTOMS: User from South Africa needs to request a new accessory (network cable, HDMI,VGA, charger, mouse, docking, battery). STEPS: Guide users to request for IT hardware (mouse, keyboard, headsets, desktops, laptops etc ). Link for request: AMEI - Request Management workflow. LOGGING CATEGORISATION: Ticket template to be used: (if exists): GLOBAL - My It Corner - Request Business service: GIO - EUS - Service Desk Situation: Existing Assistance using MyITcorner portal [Incident] Resolution Notes: User opened request on MyITCorner. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Poland ENTITY:BIS E&C SYMPTOMS: KRAKOW user asks for conversion of a Google group to a shared mailbox. STEPS: Ticket needs to be opened and assigned to BEC-EUS-FS-KRA-L2. They will raise a specific GIO request for the user. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Gmail Situation: Non cataloged request [Ad Hoc Request] Assignment group (if not L1): BEC-EUS-FS-KRA-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has slowness/connectivity issues with Google Apps in Google Chrome browser BEFORE YOU START: It is a Chrome extension that tests a computer's network connection for common issues, port blocking, and network latency by establishing connections to network and Internet services via UDP, TCP, HTTP and HTTPS. The diagnostic tests include: Local network connection availabilityWifi network signal strength Default gateway is reachable DNS server availability and latencyDNS cache poisoning/spoofing Internet traffic blocks by a HTTP captive portal or firewalls Network performance and latency to Google websitesGoogle Meet service availability STEPS: How to install the extension: ** Chrome Connectivity Diagnostics extension is whitelisted for all users and you can install it from https://site.airliquide.com/kite-corner/appstore-chrome. It's only for Chromebooks. How to use the extension: 1. Once installed, go back to the application page and click on Launch app. 2. When the analysis is done you will have something like this, if all is green and ok, and the message of Your network connection appears to be operating correctly, gather a screenshot and attach it to the case. 3. If any red box with an error is shown, then click on the error, expand the result, copy the full error logs and paste it on the case. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Kite/Google - Issue Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Situation: GoogleSuite-Not working [Incident] Assignment group: GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: This article describes the process on how to proceed in case an end-user would like to request access to Iron Mountain or needs a new password for the application. BEFORE YOU START: The application can be accessed using the link below: https://www3.digitalrecordcenter-cm.ca/share1/page/ Web Based Java required applications are now working with EDGE to IE Mode Make sure user is using Edge to IE Mode and has Java installed IE 11 Desktop app Decomissioning / End of Life / Edge IE Mode Edge - force specific URL to be opened with Edge IE mode instead of Chrome (GLOBAL) STEPS: If an end-user needs access to Iron Mountain for the first time, or they need to have their password for the application reset, create a ticket based on the below categorization and send it to the indicated assignment group. LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Account and Password Assignment group: GIO-EUS-FS-CANADA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS: User calls because ALTO desktop application has been frozen multiple times in a short period of time, they needed to relaunch it. There is no error message. BEFORE YOU START: Kindly connect to user's PC, and check if the application has been correctly installed, and confirm with user if it was working before. STEPS: 1. Open Windows Settings, go to Apps & features, select ALTO, and uninstall it. 2. Reinstall ALTO via Preprod: http://SAEU-ALTAV05/Alto OR (confirm with user - Production: ALTO AWS 3. Ask user to call us back in case they still have any freezes. Keep your ticket in pending for minimum two hours after reinstallation, and if user doesn't report any issue, close it as resolved, otherwise collect information regarding user's availability and if they speak English, and assign the ticket to GIO-EUS-SD-EUROPE-L1.5 LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: ALTO EUROPE - IAAS Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 Resolution Notes: Reinstalled ALTO via network drive TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User unable to request Oracle access for his colleague due to no submit button POSSIBLE CAUSES: This is because he is new joiner and never log into his account BEFORE YOU START: Check if user could submit other requests normally STEPS: 1. The error is as below 2. This is because the affected user never log on to his account, he need to log in to his windows first then he or his colleague will be able to request Oracle access. 3. After the step above and user still unable to see the submit button, please assign to Carm team LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, ay, button, carm, com, corp, english, hezharjoyo, kaluny@as, no, oracle, oralce, request, shah-sc, submit, submit button, when
NaN
KB0042312
Windows - Unable to access downloads folder
English
hezharjoyo.kaluny@as.corp.airliquide.com
61
Mariacecelia FERNANDEZ-SC
Windows - Storage / Performance
Published
2025-09-24 10:44:35
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
21
2025-09-24 10:38:54
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: GIO ENTITY: GLOBAL SYMPTOMS: If user reported that their download folder is not responding POSSIBLE CAUSES: Corrupted system files that my cause hard drives, folders, or files inaccessible STEPS: Remote into users PCRight click on the Downloads folderGo to PropertiesClick Location tab, click Restore Default Click Apply, and then OKRestart users PC This will resolve the issue. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Functional / Technical Issue Resolution Notes: Restore default location in the download folder TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:GLOBAL SYMPTOMS: User needs assistance with synchronizing their Google account in Google chrome STEPS: 1. Guide user to click on their profile in Google Chrome: 2. Guide user to turn on synchronization as below: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Assisted user with turning on synchronization in Google Chrome In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted. TICKET TYPE: Inc ARTICLE TYPE: FCR TEAM: L1
account, airliquide, chrome, com, corp, dorottya, english, google, google account, google chrome, hezharjoyo, how, kaluny@as, kriston-sc, synchronization, turn
NaN
KB0055851
GIDEONS - How to create a new supplier in Gideon system?
English
hezharjoyo.kaluny@as.corp.airliquide.com
35
NaN
Uncategorized
Published
2025-05-15 13:05:05
5
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-05-15 4:35:37
#########
NaN
GIO-EUS-SD-APAC-L1
How to create a new create a supplier code for a new supplier in the Gideon system? BEFORE YOU START: Please ensure you have the access to Add/Modify Supplier. Check your access in Gideons Web by navigating to Configurations > Supplier2) If you find that you don't have the access to the page, kindly raise an access/permission request in My IT Corner here STEPS: 1) Log in to Gideons Web2) Go to Configurations menu 3) Select Supplier and click button search to get the last supplier code entered in the system 4) In this case, the latest record is SCY58, so user can create the next code as SCY59 5) Click Add to add new supplier 6) Please ensure you have enabled the Active Status toggle. For HT Download Flag - to define whether suppliers are available for HT operation or not 7) Enter the details of the supplier as per following and click save. For supplier barcode, you may skip this field as system will generate a new code automatically after user save the record. 8) New supplier record is available now. Please proceed to enquiry to check and confirm the data.
airliquide, com, corp, create, english, gideon, gideon supplier, gideons, hezharjoyo, how, how to create, how to create a new supplier in gideon system, kaluny@as, new, new supplier, new supplier in gideon, supplier, system
NaN
KB0041438
Oracle - APP-FND-01238:cannot set value for field LINES.CODE_COMBINATION_ID
English
hezharjoyo.kaluny@as.corp.airliquide.com
16
Srichandra R-SC
Uncategorized
Published
2025-08-05 3:13:09
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
4
2025-08-05 3:12:56
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User unable to proceed journal error : APP-FND-01238:cannot set value for field LINES.CODE_COMBINATION_ID Review your error message (Help->Diagnostics->Display Database Error..) to see the cause of the error Refer to this screen POSSIBLE CAUSES: Category = Need change BEFORE YOU START: Go to journal entry and get an information from user entity detail STEPS: Check the journal category advise user to change the correct category LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, app-fnd-01238, app-fnd-01238:cannot set value for field lines.code_combination_id, code, com, combination, corp, english, field, hezharjoyo, id, kaluny@as, lines, oracle, r-sc, set, srichandra, value
NaN
KB0021884
EPINAL - cannot access EPINAL V6 via Citrix
English
hezharjoyo.kaluny@as.corp.airliquide.com
72
Laurent DUVEAU
Uncategorized
Published
2025-07-29 20:16:26
5
GIO Service Desk
NaN
#########
NaN
Invoice dematerialization
NaN
NaN
NaN
22
2025-07-03 4:07:58
#########
NaN
BEU-FICO-IM-EL-MEDGAS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she is unable to access the EPINAL V6 Verify, Optimize or Manager module. STEPS: Following implementation of New Version EPINAL V6, the link has been changed. The URL http://saeu-epiwp01.eu.corp.airliquide.com:8080/ has been decommissioned. The users must use the new link: https://mycitrix.apps.airliquide.com/Citrix/MyStoreWeb/ Please note: use only PROD icons to access to EPINAL V6 Verify, Optimize or Manager module. Also recommend user: All the previous shortcuts, URL favorites, links stored on Kite Workspace and Windows Desktop should be deleted and replaced by the one above. LOGGING CATEGORISATION: Business service: Invoice dematerialization Configuration item: EPINAL - SCANNING OCR VENDOR INVOICE BPM - PROD Category: Application Subcategory: Access / Rights Resolution Notes: SD provide user with the correct URL to access the application TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: AUSTRALIA - HEALTHCARE ENTITY: BIS APAC SYMPTOMS: User is reporting unable to access Genesys CloudUnable to receive incoming/outgoing calls. BEFORE YOU START: Ask user if he/she has access to the Genesys cloudIf not please include in the ticket STEPS: Get the information from the user (screenshots of the error, last access)Assign ticket to OSS. LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications Category: Application Subcategory: Bug/defect Assignment group (if not L1): BAP-ALAHC-APP-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User reports that he cannot access Nexus or has a functional issue in it. STEPS: Please collect all the information, open an Incident and assign to the resolver team: GIO-CS-EUR-CLOUDAWS LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Software Factory Configuration item: NEXUS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-CS-EUR-CLOUDAWS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user gets a popup blocking a specific app. NOTE: this KB not applicable for VBS files , as same error appear, but the solution to launch it from elsewhere than DOWNLOADS POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: To gather by L1 before routing: -Hostname and IP -Screenshot of Cortex XDR Agent console (Status ) -Screenshot of Cortex XDR Agent console (Events) -Screenshot if the user has a pop-up ( make sure to click on details information) -Open CMD as admin and type: cd c:\Program Files\Palo Alto Networks\Traps then exécute the following commands: cytool info cytool info query -Location when an issue occurs (one of the below options): Internal network - Office Internal network - Ivanti pulse - Precise which one (Europe :/ APAC / ..) External network - Home office / public wifi -Logs file (Generate Support file + attached to the inc) KB0034468 -Collect the versions of Cortex, Zscaler, and Ivanti. Note: If the app is blocked But the user doesn't get any popup, the ticket should be routed to the application resolver group In case the user is completely blocked log and urgent P3 (Urgent P3's (GLOBAL)). example sap blocked during Month end closing. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Devices Subcategory: Security Configuration item: Hostname of user`s pc Assignment group: GIO-SEC-PSS-RUN-L2_L3 for EU/ AMEI please route to: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5, OSS
Connect to Okta for the first time This article is for users who connect to Okta for the first time, whether with an Air Liquide computer or not (applicable for Air Liquide employees, subcontractors (SC) and Business Partners (BP)) Table of Contents Case 1 - I'm using an Air Liquide computer Case 2 - I'm not using an Air Liquide computer Case 1 - I'm using an Air Liquide computer Step 1 From a browser, access the Okta login page at https://login.airliquide.com . Step 2 Click on the button "Sign in with an Air Liquide device". The Okta Verify PC application (installed by default on your Air Liquide computer) should now open. Step 3 When logging for the first time to Okta, you will be prompted by the Okta Verify PC application to set up Windows Hello / Touch ID, if you haven't already.NOTE : If you already have configured Windows Hello, you will only be asked to enter your Windows Hello PIN. Step 4 You can also enable your device's biometrical authenticator (digital fingerprint on compatible devices, Windows Hello PIN on Windows, Touch ID on macOS) on Okta Verify PC, in order to have 2 authentication methods configured. You can now use the Okta Verify PC application to log into Okta ! IMPORTANT NOTE : Your biometrics (fingerprints, facial features) are stored locally on your device and are not accessible by Okta Verify. The application only verifies that they match your device's configured biometrics. Case 2 - I'm not using an Air Liquide computer Step 1 From a browser, access the Okta Dashboard at https://login.airliquide.com. Step 2 Enter your professional email address and click Next. Step 3 Enter your Windows password and click Verify. Step 4 Click Set up for the first authentication method that you want to set up: Okta Verify mobile or Windows Hello / Touch ID /Yubikey. We recommend starting with Okta Verify mobile. Step 5 If you chose Okta Verify mobile, the enrollment QR code should appear on the screen. Please refer to the article How do I set up Okta Verify? from Task 2 onwards for the rest of the setup. If you chose Windows Hello, you first need to configure Windows Hello on your computer. Please refer to the related article How do I set up a Windows Hello PIN? for details. Once done, click Set up, and finalize the setup by typing in your Windows Hello PIN. Step 6 You can now sign in to the Air Liquide applications through Okta. In your browser, you can now set up another authentication method, or click Set up later to access the Okta Dashboard. We highly recommend setting up both Okta Verify mobile and Windows Hello / Touch ID / Yubikey in case of a damaged or lost device. Please refer to Step 5 again in order to do so. Please comment if you don't find what you're looking for! If you don't have an answer, please contact the Service Desk.
WINDOWS - Application is present on the taskbar, but not on the actual screen
English
hezharjoyo.kaluny@as.corp.airliquide.com
90
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:35:31
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
30
2025-06-02 6:48:37
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: An application that should have automatically opened seems to be stuck. If the mouse is hovered over the application's icon on the taskbar, the user can see a miniature of the application window, as if it had already opened. Clicking on it, however, does nothing. POSSIBLE CAUSES: This problems has to do with the user's previous screen configuration. If the user was previously working at the office, with two screens, and has since then gone home, where they only have one screen (or two screens, but with a different layout), the PC might be attempting to open the application on a screen which is no longer present. STEPS 1: 1.Go to display settings 2. Switch the screen mode to only 1 Screen IF still not working: STEPS 2: 1. Hover the mouse over the application icon in the task bar. 2. Select the miniature of the affected application affected. 3. Press Winkey + Shift + Left/Right Arrow on the keyboard. 4. The application window will appear. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service:GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: The user can now properly work on the application TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L.1
actual, airliquide, application, application not opening, application stuck, bar, but, com, corp, english, folder, gerhards, hezharjoyo, ivanti, kaluny@as, maik, not, not opening, okta, opening, present, screen, software, stuck, task, task bar, taskbar, window, window stuck, windows, windows not opening
NaN
KB0011700
CARM - request new SAP account
English
hezharjoyo.kaluny@as.corp.airliquide.com
970
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:25
5
GIO Service Desk
NaN
#########
2.50
GIO - SEC - End-User Account Provisioning in CARM
NaN
NaN
NaN
1647
2025-08-04 8:18:04
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User needs a new SAP account. Except the users from ALFI-Li that they need to do the request directly to their team using the email alfi.informatique@airliquide.com POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: 1. User can do for him/herself in CARM a request for SAP account creation in My access > Request new access 2. Then she/he needs to click on "+" button 3. Ask user to choose the right SAP account he/she needs to request 4. Ask user to fill the mandatory fields (title, company - click on magnifying glass to be able to search) then ask user to click "add a new job" - this defines the rights and permissions of user in SAP. User has to know himself the names of the job that he needs (we can check only by existing user in such SAP environments where we do have support accounts). If all fields filled out ask user to click on "submit". 5. User will get note about the successful request creation. Inform user that he can check the status of her/his request in My Requests tab (Completed-Success status means that the request has been fulfilled). Normally the requests have to be approved first by the CARM Approver but in case of SAP account creation request each SAP job needs to be approved by it`s owner. Once CARM request completed, user will get an email and she/he can find the new SAP account in his CARM. 6. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
account, airliquide, cao, carm, com, corp, creation, english, hezharjoyo, kaluny@as, new, new account request via carm, new account via carm, new sap account creation request, request, request sap via carm, sap, sap request via carm, sap via carm, software, via, vincent
NaN
KB0056725
Kyriba - Login issue or inquiry [APAC]
English
hezharjoyo.kaluny@as.corp.airliquide.com
42
NaN
Uncategorized
Published
2025-08-20 7:37:50
4
GIO Service Desk
NaN
#########
NaN
Bank Account Management
NaN
NaN
NaN
10
2025-08-20 7:24:29
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC BEFORE YOU START: KYRIBA URL: https://ruby.treasury-factory.com/user/login SYMPTOMS: Login Errors: You do not have permission to perform the requested actionWe cannot find an account matching those credentials Unable to reset passwordPassword Recovery option is not workingAccess request (Please refer to KB0049474 ) STEPS: If user already have an existing access, they must have a username (different from AirLiquide username) and Customer CodeAfter entering these details, login verification will be through OKTA.If user encounter any login issue, check their Windows and Okta Account.If issue still persist, advise them to contact KYRIBA Support by email: support@kyriba.com or by Phone AMERICASUS (English)+120296486078AM-8PM (EST)US (Spanish)+120856828608AM-8PM (EST)ASIASingapore (English)+65315709608AM-6PM (SGT)China Mainland (Chinese)+8640084279888AM-6PM (BJT)Japan (Japanese)+813456740629AM-5:30PM (JST)EUROPEFrance (French)+331828846028:30AM - 5:30PM (CET)UK (English)+4420397135879AM - 6PM (BST)Germany (English)+497118926478410AM - 7PM (CET) If the user still not receive further assistance after send email query to the above team, please create a ticket as below LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: Bank Account Management Configuration item: KYRIBA - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): KYR-L0-IS_TRESO TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: KYR-L0-IS_TRESO
BLAC - Customer cannot receive an ETA notification
English
hezharjoyo.kaluny@as.corp.airliquide.com
32
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:38
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
16
2025-06-11 8:27:19
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Customer cannot receive an ETA notification. POSSIBLE CAUSES: 1. Customer email address is invalid 2. ETA Email is not set up in BLAC STEPS: 1. Check if the Customer master has a contact email under Customer Contacts SELECT CT.EMAIL_ADDRESS FROM DBO.CONTACT CT WHERE CUST_NO = 'XXXXXX' AND CONTACT_TYPE = '5' -- Replace xxxx with customer number 2. If customer doesn't have one for ETA, please add one, in BLAC at the master screen: INSTALLATION->CUSTOMER->CONTACT, so that customer can receive the next notification 3. In case customer has one, check if the email address is valid 4. Check the ETA Email Log table if there is an entry of the delivery order and take the email id reference SELECT * FROM OBC.DELIVERY_NOTIFICATION_LOG WHERE CUST_NO = 'XXXXX' AND DELIVERY_DATE ='YYYY' -- REPLACE XXXX WITH CUSTOMER NUMBER AND YYYY WITH DELIVERY DATE 5. Query the email log with the email id reference and obtain the To, CC details of the email SELECT * FROM MSDB.DBO.SYSMAIL_ALLITEMS WHERE MAILITEM_ID = xxxx -- Replace xxx with the mailitem id 6. Check if the customer email is in the TO / CC list 7. Also check whether the email was sent to customer successfully by looking at the send_status, it shall be true (1) 8. In the event all of the above steps are right, we shall ask customer to check their email box or resend the notification and request customer to check the mailbox. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, blac, com, corp, customer, deepak, english, eta, eta notification, hasani-sc, hezharjoyo, kaluny@as, notification, receive
NaN
KB0027490
Windows - Windows Hello Login PIN setup
English
hezharjoyo.kaluny@as.corp.airliquide.com
1055
Matthew WIDELL
Windows - Storage / Performance
Published
2025-09-03 4:48:20
4
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1357
2025-09-03 4:46:57
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance to set up Windows Hello PIN. BEFORE YOU START: A Windows Hello PIN Code is an easy way to remember secret login code. It is a minimum of 8 digits. The PIN only works on one computer. Windows Hello is fully secured with using a dedicated component on the device. (If user has multiple devices, Windows Hello needs to be set up separately, as it is specific to the device.)If the user would like to set up Windows Hello as an OKTA authenticator, please follow this KB to activate Windows Hello, then proceed as per KB0028507 - OKTA - How to set up Windows Hello for Okta authentication (GLOBAL) STEPS: 1. On the user's PC, click on the Start menu and open Settings.2. Go to Accounts. 3. Select Sign-in options.4. Set up at least an 8-digit PIN code. 5. If the user needs to create a code pin that contain letters as well he will need to check option 'Include letters and symbols' Please note: If the user loses the PIN Code, they can still login with the Windows password! LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows AssistanceFor which topic: Windows Hello Setup -o-Resolution Notes for Cattask: Submitted request via Windows Assistance MMS Catalogue In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Device Subcategory: Operating System Resolution notes: Assisted user with setting up a Windows Hello login PIN. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User locked his/her SAP account. POSSIBLE CAUSES: User mistyped his password and locked his SAP account. BEFORE YOU START: Redirect user to CARM to synch a new password for his/her SAP account as per KB0041058 and try to log in again. If the issue persists, follow the steps below. STEPS: 1. Enter to the relevant SAP account in your SAP Logon Pad. 2. Choose User Maintenance or if you don't have it in the list (e.g. UK P49) search for su01. 3. Then you can insert the User ID (ask the user or check it in CARM), or search for the user by clicking on the icon next to the User field 4. You can check the details under the 'glasses' iconChoose Logon Data to see if the account is active or not User Group for Authorization Check:Unlicensed= INACTIVE => DO NOT UNLOCK THE ACCOUNT Anything else (eg.:IT ALI, Vitalaire etc) = ACTIVE =>YOU CAN UNLOCK THE ACCOUNT 5. If you find everything ok, you can go back by clicking on the yellow circle with the up spotting arrow and click on the padlock to unlock user's account 6. After unlocking the account ask user to try it again. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password Reset Request details: For which password: Chose relevant SAP EnvironmentReason: Account lockedExplanation: Unlocked user's SAP account via SAP Logon Pad In case of blank ESS Incident submitted by the user: Business service: GIO-CS-EUR-Managed Apps SAP Configuration item: The affected SAP environment Category: Application Subcategory: Account and password Resolution Notes: Unlocked user's SAP account via SAP Logon Pad. Afterwards, the user could login to SAP. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article describes where to guide an IT user to submit the access request for LiveNX monitoring platform. BEFORE YOU START: Live NX is the tool replacing PRTG for Network Monitoring. Around 95% of the circuits have been migrated to Live NX platform. It is accessible outside of GIO but user must have an ADM account. STEPS: If a user is requesting access to the Live NX tool or network monitoring platform, provide the following link for the user to submit on his own. [Metrology] Access to Metrology tool https://airliquide.service-now.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D75ecef9d4fa126003d9524fe0310c76c If unable to access, have user contact his manager or network point of contact LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Assisted user with submitting the proper request for LiveNX access via My IT Corner. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: China/Taiwan ENTITY: BIS APAC SYMPTOMS: User calls because he/she is having a hardware issue with their laptop (Motherboard, HDD/SDD, keyboard, display issue, etc ) BEFORE YOU START: Check warranty status in HP or Dell website with PC serial number: Dell: https://www.dell.com/support/home/zh-cn?app=warrantyHP: https://support.hp.com/cn-zh/checkwarranty STEPS: If the device is under warranty, please guide user to contact Dell/HP for the hardware issues. - In case user needs a PC for working for a short time, SD please suggest user to submit "Lend of device for a short period" via My IT Corner. China Dell support: 800-858-0950（desk phone） / 400-881-1852 (mobile phone)800-858-0615 （desk phone）/ 400-886-8615 (mobile phone) *Updated HP support: 800-810-6966 (desk phone） / 400-610-6966 (mobile phone)PIN: 2580 Taiwan Dell Support 0080-1861-011 HP Support 02-2396-2280PIN: 230 If the device is out of warranty, and the issue is one of the scenarios as below, please refer to KB0041306. o Water in PC, unable to start. o After static discharged, PC still unable to start. o Hardware broken, unable to use. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Resolution Notes: Guide user to contact Dell/HP support. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: 1) User invoice already paid but system still show unpaid 2) User reported that DO has been invoiced but they cannot view the invoice at Viewpoint POSSIBLE CAUSES: Reasons why an invoice is sidelined. If the total invoice greater than the Invoice total amount threshold configured in the system.If the Invoice is first invoice to the customerNational customer level, Invoice hold is enabled.If customer is having any duplicated credit notes for the current month STEPS: 1) Use this query to check if the record is being sidelined. If record_status = T, then the invoice is being sidelined SELECT RECORD_STATUS, * FROM INVOICE_HEAD_AUDIT WHERE INVOICE_NO = 'FR6277' ORDER BY ID DESC SELECT *FROM [dbo].[Gvw_SmartList_SidelinedInvoices] WHERE INVOICE_NO = 'FR6277' 2) Overriding the sidelined invoices : The screen can be accessible from Finance >Invoices >Invoice Override 1. Select one or multiple invoices in the grid 2. Click Update under Actions pane 3. On successful update, message will be displayed as successfully updated. 4. The list of invoices will be refreshed. Note: After the invoices are approved, next time when the ATB process has been completed, these invoices will update the customer ATB. Please note it might take couple of days to view the invoices in Viewpoint once the invoice has been updated. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user called/chat or submit ESS regarding request which is available via myIT corner STEPS: Kindly follow the template based on your supported language, click the below link for translated version: https://drive.google.com/drive/folders/1LuPXheohsOAdrldx4R5xaMT0TngKvXZYThis should be updated under the work notes and resolution notes.Please refer to the below example After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Depending on the case Subcategory: Depending on the case Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
airliquide, apac, com, corner, corp, english, fernandez-sc, hezharjoyo, how, how to, kaluny@as, mariacecelia, myit, myit corner, myitcorner, redirect, user
NaN
KB0020429
BRAVO - Vehicle Dispatch screen (GUI) explanation
English
hezharjoyo.kaluny@as.corp.airliquide.com
11
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-08-25 3:58:10
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
7
2025-08-25 3:57:48
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC user must do to solve the problem LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC ARTICLE TYPE: Process
COUNTRY/REGION:*France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User wants to have an account for Vdoc < guide to the MyITcorner and raise the request called: Gérer le compte applicatif d'un employé URL:http://fr-s-alsd-vdp/vdoc/portal/template/Home (login with windows credentials) STEPS: For VDoc - document management access, please ask the user to contact the Quality department of the user's entity. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported they cannot create DO in B:AC due to error PO Qty Exceeds POSSIBLE CAUSES: There is other DO attached to the PO used and the total of all these DO quantity has exceed the PO Quantity balance. STEPS: Use these Query to check the PO Qty, the balance and also the Qty Fulfilled: SELECT Po_Qty,Qty_Fullfilled, DOC_NO,* FROM Gvw_Rpt_PurchaseOrder_GetDetailsForReport SELECT QTY_CUST_ACTUAL,* FROM BLAC.Bvw_GetAllDeliveryOrders A INNER JOIN BLAC.DELIVERY_ORDER_LINE B ON A.DO_ID = B.DO_ID WHERE PO_NO = '' LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: GIDEONS PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has software issues with Chrome OS STEPS: If the user contacts the Service Desk about software issues; Service Desk needs to verify the following information: Has the user started using any new peripherals? Yes Disconnect the peripherals and test again If still occur; User needs to replace peripherals with different ones No Has the user installed any new add-ons or applications?Press CTRL + ALT + T to launch croSH Enter command storage_test_2Did the test report any errors or bad blocks? Yes Escalate to Field Services If the device has any physical or liquid damage Is the device under warranty? Yes - User needs to file a warranty claim through device manufacturerNo - User will need to order a new device No Run the command memory_test - allow test to complete, it may take 15 minutesDid the test report any errors? Yes Escalate to Field Services No - Is the device under warranty? Yes - User needs to file a warranty claim through device manufacturerNo - User will need to order a new device For other issues, please refer to the following website: https://support.google.com/chromebook/answer/6309225?hl=en If you need further information about the process: Contact your SD2 or TL LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - ChromeOS Device - Issue Business service: GIO - EUS - UWP - Chrome OS Situation: choose accordingly to the issue Assignment group: Field Service TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User has issue with his/her Aspen software. STEPS: In case of a license problem please check the license settings: To change the Aspen license server settings admin rights are required! In case the start of the application is still not possible: Assign incident to BEC-AES-ASPEN-ENGINEERING-SUITE LOGGING CATEGORISATION: Business service: BEC - Aspen Engineering Suite Service Configuration item: Aspen Engineering Suite - PROD, ASPEN Cost Estimation - Prod, ASPEN HYSYS - PROD Category: Application Subcategory : Support / Assistance Assignment group (if not L1): BEC-AES-ASPEN-ENGINEERING-SUITE TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BEC-AES-ASPEN-ENGINEERING-SUITE
admin, airliquide, aspen, bec, bec - aspen engineering suite service; license issue, but, change, com, corp, engineering, english, hezharjoyo, kaluny@as, lanzendorf, license, no, rights, service, suite, thomas, user need to change the license but no admin rights
NaN
KB0021291
myHR Help & Request- How to Chat with Live Agent for myHR Assistance
English
hezharjoyo.kaluny@as.corp.airliquide.com
810
Goksu ISBIR
Uncategorized
Published
2025-09-29 14:53:03
5
GIO Service Desk
NaN
#########
NaN
BCF-MYHR-SUPPORT
NaN
NaN
NaN
317
2025-06-30 3:59:38
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: User needs assistance on how they can contact MyHR Agent for assistance. BEFORE YOU START: Do not create or assign any tickets to the BCF-GHR-MYHR-GROUP-IT team. If the user calls regarding ticket reference with format HRCxxxxxxx, advice them to contact MyHR Agent accordingly. STEPS: Guide the user to follow the steps on the below link: https://airliquide.service-now.com/esc Click on Live Chat Agent at the bottom right of the screen. (Please note: This is a chat with the myHR team not the Service Desk) For both steps above you can use the next script: "Dear [employee name], Kindly note this request is HR's scope, so please create a ticket in myHR Request for further assistance following these steps: 1) Access myHR Request 2) Select "myHR and other Applications Support" category 3) Select "myHR Application Support (Workday)" service 4) Complete the form and click Submit. The HR team will shortly reply back to you." After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: MyHRExplanation: Guidance to MyHR In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go form submitted
REGION:AME ENTITY:ALIZENT SYMPTOMS: Alizent USA Inc user is reporting an issue with a local application or local infrastructure. BEFORE YOU START: Alizent USA Inc is one of the local entities in the US, part of Alizent Global, also known as ALIZENT or US-ALIZENT. Make sure the user is requesting non-standard Air Liquide support, for Air Liquide standard support follow the standard support model. STEPS: If the user is reporting an issue with the following Non-Standard apps or infrastructure, redirect user to contact their Alizent Local Manager. Non-standard infrastructure: N/A Non-standard applications or websites: Microsoft Dynamic ERP After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to Alizent Local Manager In case of blank ESS Incident submitted by the user: Business service: ALZ - AME - Production Asset ALZ - AME - Remote Asset ALZ - AME - Returnable Asset Category: Application Subcategory: Support / Assistance Resolution Notes: Redirected user to Alizent Local Manager
accelerator, airliquide, alizent, alizent usa inc local support model microsoft dynamic erp issue request alizent us-alizent usa canada ame nam north america alizent functional issues application software app concern issue request one maximo tablet support ecom tab2 dial and accelerator kms teleflo telemetry remote telemetry units alto nam us alizent issues requests, alto, ame, america, app, application, canada, com, concern, corp, dial, dynamic, ecom, english, erp, functional, hezharjoyo, inc, infrastructure, issues, kaluny@as, kms, local, maximo, microsoft, model, nam, north, one, ramamurthy, remote, request, requests, software, support, tab2, tablet, teleflo, telemetry, units, us, us-alizent, usa, yoganand
NaN
KB0044040
Printer - Unable to print due to Applet version
English
hezharjoyo.kaluny@as.corp.airliquide.com
19
J'Rose MATUTINA-SC
Printing / Devices
Published
2025-09-29 13:49:14
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
1
2025-07-02 11:18:13
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is unable to print due to applet version, they will receive the below error message. STEPS: Guide user to restart the printer and try again, if issue persist do the next stepsGet all the printer information from the user like printer serial number, printer name and printer IP address.Attach error message when printing.Create ticket and assign it to the L3 team. LOGGING CATEGORISATION: Business service: GIO - EUS - Managed printing services Configuration item: Hostname Category: Device Subcategory: Printer Assignment group (if not L1): GIO-EUS-GOPS-CWS-MPS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L3
Intelligent HUB - Find mobile device in Workspace One for Mixed Usage
English
hezharjoyo.kaluny@as.corp.airliquide.com
76
Robert BOLTON
Windows - Storage / Performance
Published
2025-07-30 6:16:35
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
13
2025-07-02 5:14:33
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: You need to find a mobile device in the Workspace One Console (Mixed Usage) Find a device by username or serial number BEFORE YOU START: This process is for mobile devices on Mixed-Usage Only, as there could be devices enrolled for users within Business Only, Projects, Shared or other service offerings. STEPS: There are two ways to find the target device in the console: By the user's name under whose name it enrolled (Accounts > List view > Put user's name in the search field) At List View, you can identify the target user and click on it. At Summary, you may see the number of devices registered. If there is more than 1, click in the number in Devices tab. You will see a Device pop-up. At the end of the Friendly Name only the last 4 digits of the serial number are shown. By the serial number of the device (Devices > List view > put serial number in the search field) Navigate to Devices > select List ViewSearch the Serial Number of the target device LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Intelligent Hub - Request Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Application Subcategory: Support / Assistance Resolution Notes: We found the mobile device in the Workspace One Console. TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
Marimba - software is not installing / basic checks for L1
English
hezharjoyo.kaluny@as.corp.airliquide.com
1055
Petra JUNKER
Uncategorized
Published
2025-08-14 4:22:56
4
GIO Service Desk
NaN
#########
4.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
397
2025-08-14 4:21:18
#########
NaN
GIO-EUS-GOPS-PACKAGING SERVICE-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: A requested and already approved software is not getting installed on user`s pc. STEPS: 1. Check if client workstation and/or Marimba tuner service is running: On users PC go to services.msc and run it as administratorCheck if the "BBCA_ClientWorkstation" / "Tuner" service is startedIf the service is not started, right click "BBCA_ClientWorkstation" / "Tuner" and start itIn case the "BBCA_ClientWorkstation" / "Tuner" service cannot be started, continue with Step 3 and 4 and assign the incident to Onsite Support (For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5/GIO-EUS-SD-AMEI-L1.5) 2. Start the SoftwareUpdateTool in Start Menu -> Air Liquide After starting the "BBCA_ClientWorkstation" / "Tuner" service and the SoftwareUpdateTool ask user to wait for another 24 hours. In case, the software is still not installed, continue collecting the necessary information by following the below steps and assign the incident to GIO-EUS-SD-EUROPE-L1.5 . 3. Check the Services in the map.txt file: Find the "map.txt" file in folder C:\Program Files (x86)\BMC Software\BBCA\Tuner\.marimba\BBCA_ClientWorkstation (or) C:\Program Files (x86)\Tuner\.marimba\workspace\ The below services must be present:Patch Service: https://marimba.apps.airliquide.com:5282/Marimba/Current/PatchServicePolicy Service: https://marimba.apps.airliquide.com:5282/Marimba/Current/SubscriptionServiceInfrastructure Service: https://marimba.apps.airliquide.com:5282/Marimba/Current/InfrastructureServiceScanner Service: https://marimba.apps.airliquide.com:5282/Marimba/Current/InventoryService 4. Collect logs as per the guide "How to find and read log files" 5. Assign the incident to Onsite Support For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5/GIO-EUS-SD-AMEI-L1.5) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Assignment group: Onsite Support for EU: GIO-EUS-SD-EUROPE-L1.5for AMEI: GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5, OSS
REGION:GLOBAL ENTITY:ALL SYMPTOMS: When user is attempting to connect ZPA, he/she is required to authenticate by Okta Verify POSSIBLE CAUSES: User's device is not enrolled to Intelligent HUB and/or not set up as an Okta Verify authenticator. BEFORE YOU START: Verify with user whether his/her device is enrolled to Intelligent HUB and it is set up as an Okta Verify authenticator. STEPS: 1. Ask user to enroll his/her device to Intelligent HUB as per. If it is the case already, proceed with step 2. Mixed Usage : KB0018234 Intelligent Hub - Enrollment for Mixed Usage (GLOBAL) Business only : Enrollment: KB0014618 Intelligent HUB - Business Only Enrolment - Android (GLOBAL)Enrollment: KB0017358-Intelligent Hub - How to enroll my corporate mobile device with Business Only - iOS 2. Ask user to set up his/her device as an Okta authenticator KB0027817 - OKTA - How to set up Okta Verify on mobile (GLOBAL) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile Device enrolment assistance Request details: In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted. Informed user that their device must be enrolled with Intelligent HUB as well as must be set up as an Okta Verify authenticator. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: User is requesting for the future Calendar events created by a former Airliquide employee to be deleted/removed. POSSIBLE CAUSES: Current owner has left the organization and no one has access to the calendar event. BEFORE YOU START: This request can only to be used if user has left the company within 30 days (account suspended in CARM). If employee left the company more that 30 days ago, refer to this KB0042722 STEPS: 1. Guide user to submit MyIT corner request "Cancel future Calendar events" through this link: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=94d0109c377a4300e1a4cea954990ee6 For additional details, here is the Link to user departure process LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance Request details: For which Topic: CalendarExplanation: Guide user to raise related request via MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category:Application Subcategory: Access / Rights Resolution Notes: Guided user to submit MyIT corner request TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, calendar, com, corp, delete, delete calendar, english, event, events, future, gmail, google, google calendar, hezharjoyo, kaluny@as, kite, matutina-sc, remove, remove calendar, rose
NaN
KB0032957
Clear cache and history for JAPAN user
English
hezharjoyo.kaluny@as.corp.airliquide.com
10
Srichandra R-SC
Uncategorized
Published
2025-08-20 10:07:48
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
2
2025-08-20 10:06:54
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: JAPAN ENTITY: BIS-APAC SYMPTOMS: POSSIBLE CAUSES: Clear history / Clear Cache BEFORE YOU START: Refer to: INC1001665 STEPS: Step : 1 Step: 2 Step: 3 Step: 4 Step: 5 Step: 6 Step 7 After clear cache close all the browser Then try login into oracle LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug/Defect [Incident] Assignment group: GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
SmartPlant Instrumentation on Citrix - how to make a request for access
English
hezharjoyo.kaluny@as.corp.airliquide.com
45
Pawel TYBURSKI-SC
Uncategorized
Published
2025-07-29 20:16:27
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
9
2025-06-23 4:27:05
#########
NaN
BEC-INFRA-EUDC-L3
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: User is calling or opening a ticket to ServiceDesk for accessing SmartPlant SPI/SPI 2016 Citrix Desktop. BEFORE YOU START: Please be informed that there are currently 2 different access groups for SPI, depending on the project: 1. Citrix Smartplant Inst. (Version 2016) (E&C) - general group for most of the calling users. 2. Citrix SmartPlant Inst. (Version 2016) B-Project (E&C) - a specific version of the SPI. User should be aware that he needs this version. STEPS: Instruct the user to open a specific request for access in My IT Corner. Path: myITCorner Catalog > Applications > Engineering & Construction > Sort A-Z -> Choose Citrix SmartPlant Inst. (Version 2016) B-Project (E&C) or Citrix Smartplant Inst. (Version 2016) (E&C) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY:Paraguay ENTITY:BIS AMER SYMPTOMS: Tesaka is a local government application in Paraguay for tax documents. STEPS: 1) Download Tesaka latest version, according to the operative system. 2) Extract and run installer, selecting default options. 3) Open Tesaka and set it up with the following information: 4) Proxy configuration: click on Internet Access 5) Enter proxy information: LOGGING CATEGORISATION: Business service: BAM - Finance & ERP Situation: Incident - Bug/defect [Incident] Assignment group (if not L1): GIO-EUS-FS-PARAGUAY-L2 Resolution Notes: Installed the Tesaka application. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, cardozo, com, corp, documents, english, government, hezharjoyo, installation, jaime, kaluny@as, la, local, oxigena, paraguay, paraguaya, process, sam, software, tax, tesaka, tesaka paraguay la oxigena paraguaya s.a. sam software installation local government application tax documents
NaN
KB0021872
GIDEONS - Cannot see certain customers in OSS
English
hezharjoyo.kaluny@as.corp.airliquide.com
98
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-07-30 5:52:44
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
60
2025-06-23 4:21:30
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Cannot see certain customers in OSS. POSSIBLE CAUSES: 1) User is not assigned to customer LOCATION_ID 2) Customer search is not done properly BEFORE YOU START: Use this script in Gideons database to check LOCATION_ID SELECT * FROM ACCOUNT WHERE ACCOUNT_NO = '' STEPS: 1) Check from AL SECURITY if the user has been assigned to customer's LOCATION_ID 2) Ensure that users are entering Search Criteria value correctly by based on Search On and Search by selection. Example, if user has selected Search On as "Account" and Search by as "Number", then the correct Account Number should be entered in Search Criteria. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
CARM - create a new user account for a new starter
English
hezharjoyo.kaluny@as.corp.airliquide.com
402
Mourad MELLOUK
Uncategorized
Published
2025-09-29 14:55:27
5
GIO Service Desk
NaN
#########
5.00
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
303
2025-09-22 4:30:02
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:EUROPE ENTITY:ALL, EXCEPT DE-VITALAIRE BEFORE YOU START: This KB is not applicable for DE-Vitalaire! SYMPTOMS: HR needs assistance on how to create request via carm for a new AL employee or subcontractor to have Air Liquide accounts STEPS: Navigate user to CARM > "Onboarding" tab 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
account, airliquide, carm, com, corp, create, creation, english, hezharjoyo, kaluny@as, mellouk, mourad, new, new carm account for new starter, new user creation request in carm, new user request via carm, request, starter, via
NaN
KB0018274
OBC - EDN is not getting posted to particular Customer
English
hezharjoyo.kaluny@as.corp.airliquide.com
24
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:12:27
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
7
2025-06-02 12:15:23
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: EDN is not getting posted to particular customers. POSSIBLE CAUSES: 1. Email option may not be checked. 2. Incorrect email. STEPS: . Go to Installation screen. 2. Click Delivery Point. 3. Check whether Email option is checked for Delivery Order Management section. 4. Verify valid email contact is entered Contact Details screen as shown below:. Note: If still same issue exists, contact the HubIT to investigate further. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC - OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Missing sub inventory org codes STEPS: 1. Run the following query with the help of IT Approval or Budget Approval in Gideons and check if the query returns the inventory org code. --ALL COUNTRIES OTHER THAN JAPAN SELECT * FROM OPENQUERY(ORAPROD, 'SELECT * FROM APPS.CUX_AL_ITEM_ORG_V') --FOR JAPAN SELECT * FROM OPENQUERY(ORAPRODJPN, 'SELECT * FROM APPS.CUX_AL_ITEM_ORG_V') 3. If it returns but still the Gideons side failed, then raise a ticket to HubIT Gideons 4. If it does not return the inventory org code, that you are looking for, then it is missing in the Oracle side. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug/Defect [Incident] Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, codes, com, corp, deepak, english, gideons, hasani-sc, hezharjoyo, inventory, kaluny@as, missing, missing sub inventory org codes, org, sub
NaN
KB0020737
ADP / ATLAS - Troubleshooting connection errors to a workspace, credentials, data model
English
hezharjoyo.kaluny@as.corp.airliquide.com
78
Golbou SHARIATMADAR
Windows - Storage / Performance
Published
2025-09-29 14:32:25
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BI
NaN
NaN
NaN
33
2024-12-02 7:40:59
#########
NaN
BAP-HUB-BI-L4
BEFORE YOU START: This section is to guide the business user in the event an error message is prompted for the following: Connection error due to credentialsConnection error in a workspaceUnable to connect to a data model STEPS: Connection error due to credentials Follow the troubleshooting steps below if prompted with error message when opening a report in Power BI Desktop which reads Unable to connect. The given credential couldnt be refreshed. To resolve this issue, reset your: Open Power BI Desktop, Click on Transform Data, and then Data Source Settings,A Data Source Settings box will appear, where you will be prompted with options to Clear Permissions: Clear Permissions for both Data Sources in Current File, Clear Permissions for Global Permissions, When permissions are cleared, refresh Power BI and try to connect again to the report. Connection error in a workspace The Atlas Workspace houses all of the reports created as a result of BI Convergence Phase 2. If you are unable to access the workspace, follow the steps below. To resolve this issue: Ensure that you have access to the Atlas Workspace (BI Convergence Phase 2),Click on Apps within Power BI Web, and then Get Apps,Search within the list for the app name Atlas, and you will now have access to the Workspace. (Note that if the user does not have appropriate CARM security groups, they will not be able to view their reports.) Please note that if the workspace you are trying to access is not specific to Atlas, contact the Workspace owner and find the location path. You will need to contact the owner of the workspace to request access. Unable to connect to a Data Model To ensure alignment with data security, you will only have access to those data modules according to the security groups granted to you in CARM. If you do not have the appropriate access granted in CARM for a given report, when attempting to access the report, you will be prompted with an error message which reads Unable to connect to the data model. To resolve this issue, request the correct security group in CARM: Open CARM, and select Request New Access, From the dropdown list, select BI for Operations, Within BI for Operations, select AL Americas BI, and a list of security groups will populate,Note that per each data module available in the ADP (Sales, Inventory, Finance, etc.) there are three security groups: Business Line, Country, and Country ClusterSearch for the appropriate CARM security group dependent on the dashboard or report you are trying to gain access to within the ATLAS Report Directory,Request the corresponding security group, and thenThe CARM validator will review the access request, and within 24 hours the user will be able to access the data. If you still need to open a ticket for Americas Data BI Team, gather required information specify in ADP - Necessary Information to Open a Ticket for Americas Data BI Team before routing ticket
Supported internet browsers in Air Liquide computers
English
hezharjoyo.kaluny@as.corp.airliquide.com
58
Martin GAITE
Uncategorized
Published
2025-07-29 18:10:18
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
19
2024-11-12 2:39:11
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is requesting for the installation of an internet browser different from: Google Chrome or Microsoft Edge POSSIBLE CAUSES: For security reasons the only browsers supported for Air Liquide computers are: Google Chrome and Microsoft Edge. BEFORE YOU START: Always validate and document the reason why user is requesting for a browser different than: Google Chrome and Microsoft Edge Consider that the installation of any other internet browsers are not allowed. E.G. Mozilla Firefox SafariOpera/Opera GXBraveMaxthon STEPS: 1.- Open a ticket 2.- Inform user that: For Security reasons the only supported browsers that can be installed in Air Liquide computers are Google Chrome or Microsoft Edge and the installation of any other browser is not allowed. 3.- It is not necessary to guide user to submit a request through MyITcorner, since it will be rejected. 4.- Close your ticket as informative LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Situation: Service Question / Assistance [Incident] Resolution Notes: User received the information of the only supported browsers for AL computers. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AUSTRALIA ENTITY:BIS APAC SYMPTOMS: Failure to login to CorePlus at https://go.coreplus.com.au/ with an error "incorrect password". POSSIBLE CAUSES: Password might have expired. BEFORE YOU START: The CorePlus credentials are provided via email upon successful account activation. STEPS: 1. Open https://go.coreplus.com.au/ and "You have been successfully logged out" will be prompted; advise the user to click "Forgot your password? Reset it now" 2. The user will received an email from CorePlus for the password reset. 3. The new password will be sent via email and the user might retry to login. LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications Configuration item: If Applicable Category: Application Subcategory: Access [Incident] Assignment group (if not L1): GIO-EUS-FS-AUSTRALIA HEALTHCARE-L2 Resolution Notes: Advised the user to reset the forgotten password via https://go.coreplus.com.au/ TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS-APAC STEPS: 1. Create Business Line Navigator：General Ledger Manager / Payable Admin a) Setup-> Flexfields->Key->Values->Open b) Business Line : Tick Value Set fieldFind AL_AFF_BUSINESS_LINEClick Find c) Press Add for create new Business Line d) Input BL value / BL description and tick enabled '' e) Select ; Allow Budgeting =Yes Allow Posting = Yes Click OK and Save LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 and BAP-COE-ORA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5 and BAP-COE-ORA-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User is calling and inquiring information about how to have access or having issues with DocuSign STEPS: Docusign is a software for managing electronic signatures. If you receive any inquiries regarding Docusign from a user in Japan, please inform them that it is outside the support scope of the Service Desk. Kindly advise them to contact the legal department for assistance. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Situation: Application (middleware) corrupted [Incident] Resolution Notes: Service desk will guide the user to contact Legal department for assistance. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Oracle - Unable to find PO pending payment order in E-Finance system
English
hezharjoyo.kaluny@as.corp.airliquide.com
111
Siti Noor WAHAB-SC
Uncategorized
Published
2025-09-29 14:07:41
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
197
2025-08-20 6:49:07
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported that they cannot find PO pending payment in the system STEPS: 1. Run this query select * from CUX.CUX_PO_SNOW_DATA_INTER where po_number='NW08000578241' 2. Check the PO in COupa. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-ORA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to reactivate the Kite account in CARM as it is inactive /greyed out. POSSIBLE CAUSES: Account might be expired. STEPS: Guide user to access CARM> My accesses > Click in the account > click on "Restore" via 3 dot menu. If user does not have authority to perform the reactivation, please follow KB0013435. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CARM - Request Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: User was assisted to open the request to reactivate the SAP account in CARM. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Shown error messages while running price escalation. POSSIBLE CAUSES: 1) CALCULATE_CUMULATIVE of index is not N. 2) Index value for INIT_INDEX_DATE or Next_Month_Ref is not updated. BEFORE YOU START: Please make sure to include Contract No., Product No., error message to the ticket before assigning to L1.5 STEPS: 1. Check FORMULA and INIT_INDEX_DATE for the contract. SELECT RANGE1_FORMULA_NO, INIT_INDEX_DATE,* FROM DBO.CONTRACT_PRICE WHERE CONT_NO='104374'AND PROD_NO='1B0SPV' 2. Check FORMULA_VALUE and find the index code. SELECT FORMULA_VALUE,* FROM DBO.SPECIAL_FORMULA WHERE FORMULA_NO='I502' 3. Check CALCULATE_CUMULATIVE, it should be N. If not N, update to N by the user before running price escalation again. SELECT CALCULATE_CUMULATIVE,* FROM DBO.INDEX_CODE WHERE INDEX_CODE IN ('CPU','PWQ','LBU','FUI') 4. Check is there value for INIT_INDEX_DATE and Next_Month_Ref for all indexes. SELECT * FROM DBO.INDEXATION WHERE INDEX_CODE IN ('CPU','PWQ','LBU','FUI') AND REF_DATE in ('201501','202102') 5. Ask the user to update index values which are missing and then run the price escalation. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User request for IP address to use SMTP (Simple Network Mail Transmission Protocol). STEPS: Guide user to submit below IT for IT Catalog via MMS (Manage My Service).*User can check with their manager or IT Approval or Budget Approval if they cannot access to this catalog. Create SMTP access for an application or a printer Request the creation of a SMTP access for an application or a printer (inside in AL network) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
address, airliquide, azerrad, catalog, com, corp, english, gio, global, hezharjoyo, ip, ip address, ip address reserve, it for it catalog, kaluny@as, laurence, mail, mms, network, protocol, reserve, simple, simple network mail transmission protocol, smntp, smtp, transmission, wifi
NaN
KB0032933
OKTA - Logout Successful / Redirection issue on MMS/MyTimeSheet/MyITCorner
English
hezharjoyo.kaluny@as.corp.airliquide.com
95
Mehdi GASMI
OKTA / Mobile Enrollment
Published
2025-09-29 14:45:38
5
GIO Service Desk
NaN
#########
4.00
GIO - SEC - OKTA
NaN
NaN
NaN
50
2025-08-25 4:35:19
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When user tries to access Service Now based applications such as Manage My Service, MyTimeSheet or MyITCorner, receives the following error: BEFORE YOU START: Please note that this troubleshooting only applies when the user already has the application redirected to authenticate with OKTA. STEPS: 1. Guide user to MyITCorner, then ask the user to enter their email address, then click on Submit. 2. It will redirect the user to authenticate with OKTA. Once user authenticates with OKTA, they will be connected to MyITCorner. For MMS and MyTimeSheet, ask the user to connect to the application with the direct links. It should be working now.MMS Prod: airliquide.service-now.comMMS Dev: airliquidedev.service-now.comMMS Test: airliquidetest.service-now.comMyTimeSheet: airliquide.service-now.com/mytimesheetMyITCorner: airliquide.service-now.com/myitcorner LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: SD Agent assist user by troubleshoot the Okta login issue TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls that Endpoint is not visible in the SIRA console or cannot login to the SIRA console. POSSIBLE CAUSES: The software "BeyondTrust PRA" is used for remote access to plant computer systems. This is a critical application since it is used to operate plants remotely after hours. For Application installation (First time access), follow KB0011954For Application issues, refer to KB0014244 Industrial - Applications/Sites (AME) BEFORE YOU START: Philippines (APAC) roles are only visible for users based in BIS-APAC. If the user is not based in BIS-APAC (e.g., BIS-ALS), he/she will not be able to see Philippines roles. Ticket reference: INC1824146 STEPS: 1. Can the user log in to the SIRA access console? https://sira.apps.airliquide.com/login/login - YES: Go to step 2 - NO: Verify that the user has network access (either corporate or internet) by having them open a website in their browser. If they cannot, this is a local network issue.Verify that the user has registered with OktaVerify that the user has not made a typo in their email address (username). For login to SIRA, refer users to the guide: [SIRA] User Guide This covers CARM role approval and Okta authentication. 2. Is the endpoint the user wishes to access online? Online endpoints show up with a BLUE icon in the access console. If the icon is GREY, the endpoint is offline and cannot be accessed. - YES: If they cannot connect to an endpoint that shows as online (BLUE) more in-depth troubleshooting is necessary. Open an incident and assign it to GIO-SEC-PSS-RUN-L2_L3 - NO: If the endpoint is offline (GREY) and there are other endpoints at the same location that are online (BLUE) then there is an issue with that particular endpoint and more in-depth troubleshooting is necessary. Please open a ticket and assign it to: GIO-SEC-PSS-RUN-L2_L3If all endpoints at the same location are offline (GREY), then the network circuit for the location may be down. 3. Before assigning the incident to GIO-SEC-PSS-RUN-L2_L3, kindly collect the information below: What is the site ID or site name of the person (s) impacted? When did you detect this problem? (day, time ...) Does the issue occur regularly? (Is there a frequency?) How many users are impacted? One, several, all? Have the issue been observed when the user or the users are connected in cable? Wireless ? Both ? Has there recently been a change that may explain the issue encountered (adding servers, printers, more users ...)? Check incidents for the endpoints location to see if there is already an outage. If there is, inform the user of site network outage and link the incident as a child one to the incident of the outage. FOR APAC Tickets. The below key contacts can call for P1 Major Incident. Also, if possible when tickets are raised for SIRA in APAC, please include @KOPTYAKOV, Alexander in the Watch List so that he can follow-up. LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Industrial Remote Access Configuration item: SIRA - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-SEC-PSS-RUN-L2_L3 Resolution Notes: User was able to login to SIRA TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: - To check the location of site (address, site code, etc) - Sometimes there will be inquiry for Onboarding request in MyITCorner where user want to know how to search for the respective site in the onboarding request - To check the location for the shipping company POSSIBLE CAUSES: User cannot find their correct location name in My IT Corner profile. BEFORE YOU START: https://docs.google.com/spreadsheets/d/1CIMFsdzZXYJpVv22gZq8ovMLvEwhXen-JZlBlSaa9fo/edit?copiedFromTrash#gid=0 (backup link) *File contain is in Japanese STEPS: Access to the location list link: https://docs.google.com/spreadsheets/d/1c5eLSd4BZU7eXF_AkF_gNFsHpP8qSJUJ/edit#gid=1143444989 For example, if user want to search the location for ICT site in My IT Corner request, but cannot find it; Search ICT in location list, confirm the address with user Scroll to the left and lookup for the code (i.e. JP248) If we want to search for the location in MyITCorner request, add * in front of the keyword as a wildcard and it will appear as below example. LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to submit request via myIT corner TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User forgot their Windows Hello login PIN. BEFORE YOU START: Please note: If the user loses the PIN Code, they can still login with the Windows password! A Windows Hello PIN Code is an easy way to remember secret login code. It is a minimum of 8 digits. The PIN only works on one computer. Windows Hello is fully secured with using a dedicated component on the device. (If user has multiple devices, Windows Hello needs to be set up separately, as it is specific to the device.) STEPS: 1. On the user's PC, click on the Start menu and open Settings.2. Go to Accounts. 3. Select Sign-in options. 4. Click on Remove option. 5. Set up a new PIN (If the user need to create a code pin that contain letters as well he will need to check option 'Include letters and symbols'): 6. After setting the new PIN, make sure to test the Okta Desktop application with the user, the app might need to be synchronized with the new PIN or in some cases the device might need to be removed from, then re-added to the user's authenticators. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Support / Assistance Resolution Notes: Assisted user with resetting their Windows Hello login PIN. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: Bluetooth can not be enabled - icon/option missing after update STEPS: 1. Install Bluetooth driver From dell page (https://www.dell.com/support/home/au/en/aubsd1/products/) 2.Install Bios update as per KB0011847 3.After driver's update and PC's reboot, Bluetooth option is enabled. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - [WINDOWS] Driver install/upgrade Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: Bluetooth is functional after the driver update. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
able, airliquide, available, bluetooth, bluetooth option not available, can, com, corp, disabled, enable, enabled, english, gerhards, hezharjoyo, kaluny@as, lost, lost bluetooth, maik, not, not able to enable bluetooth, option
NaN
KB0027534
Website - prompting for password when accessing internal applications
English
hezharjoyo.kaluny@as.corp.airliquide.com
49
Ay SHAH-SC
Uncategorized
Published
2025-07-31 15:50:02
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
28
2025-07-03 6:41:58
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Windows prompting up asking for credential when user try to access internal applications. BEFORE YOU START: Check if users windows password is still valid. Check if user connects to Pulse Secure if they work from home. STEPS: Error showing as below. In this case, user can lock his computer by using Ctr+Alt+DeleteChoose to change password.User can log in again with his username and new password.Issue fixed. LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Account and Password Resolution Notes: SD to guide user to change password by locking the pc. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Oracle - Create New or Update to AME/Change position hierarchy or approval Limit
English
hezharjoyo.kaluny@as.corp.airliquide.com
100
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-29 14:07:30
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
42
2025-09-01 9:33:26
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User called to add approvers or limit for AME, AOR and GL workflow, Create new rule Or Change position hierarchy or approval Limit BEFORE YOU START: Please make sure that request is the same as above. STEPS: Please guide the user to submit a request via myIT corner using the below link Create New or Update to AME - https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=f23c03d9db5818d032b792b8f496195e&sysparm_category=3c3b174a4fcf3e40eaa6ab6ba110c725 Change position hierarchy or approval Limit - https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=eadbd5a1db8b1418b35b949adb96199a&sysparm_category=3c3b174a4fcf3e40eaa6ab6ba110c725 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Availability Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR, Assignment TEAM: L1, L1.5 Apps Team
eApps - Why product is not found in price list in myGas
English
hezharjoyo.kaluny@as.corp.airliquide.com
20
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:30:58
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
8
2025-05-28 5:40:30
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Product is not available in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: Follow the steps below to view the product prices: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click MyPricing to see the product prices. Use the following query to check the product price: Select * from cp.PRICE_CUST_GAS_PRICE where prod_no=#PRODNO# Select * from cp.PRODUCT where prod_no=#PRODNO# LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-EAPP-L2 ARTICLE TYPE: Assignment TEAM: L2
Intelligent HUB - Zscaler Configuration on a Business Only mobile device
English
hezharjoyo.kaluny@as.corp.airliquide.com
70
Jerome BACHELERIE
Uncategorized
Published
2025-07-30 6:16:37
5
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
95
2025-06-02 7:12:45
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls that he/she whishes to configure the Zscaler application on his/her mobile device enrolled with Business Only Usage in order to be able to connect by VPN to the Air Liquide network. BEFORE YOU START: Prerequisites: The user must have Business Only usage access in CARMThe user must have the mobile device already enrolled with Intelligent HUB Business Only usageThe user must have his/her Windows password up-to-dateThe user must be connected to the internet by 4G or any other public network (please note: connecting to the WIFI@AL2 network in the office is not a requirement!) Please also implement the primary checks listed below: STEPS: 1. Open the "Zscaler" application 2. Type @airliquide.com email address and then Login 3. When/if prompted select Zscaler as the Cloud you want to connect 4. When Multipass authentication is prompted , enter your 1timepass account information, usually your email address 5. Enter the username and password (Windows credentials) Please note: When Secure remote access for mobile is active, don't forget that you are on Air Liquide network. Internal application like CARM, might request your credentials. They will be expecting Windows credentials LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Intelligent Hub - Request Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrollment Resolution Notes: Assisted user with configuring Zscaler on their Business Only enrolled device. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: The OBC electronic receipt is output as a blank sheet and sent to the customer. The customer's electronic slip was printed on a blank sheet, and the following file that arrived at EDN UKEKO was also blank and the electronic slip was sent to the customer. POSSIBLE CAUSES: Receipt generation failure due to application error in OBC tablet STEPS: Remotely access the OBC tablet where the problem occurred to check the cause. After accessing * ?, check the inside of the following folder at the root of the tablet. ? OBC RESOURCE SIGNATURE Customer / crew signature storage file ? OBC RESOURCES The information at the time of delivery and the PDF with the extension html file, which is an intermediate file, and the signature are stored. Check the image file of the signatures of the customer and crew of the delivery. There is an image file of the signature and an intermediate file html, but the pdf file of the slip is a blank one. At that time, since the confirmed intermediate file and the signatures of the customer and driver were also present, the html file of the intermediate file and the signature image are manually combined and reissued. Reference: https://docs.google.com/presentation/d/1yeiYCYl1BebUU1Nr1BRT2ZegznOidvdGEVbbjOCHiEg/edit#slide=id.g3e8a7012b8_0_10 LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Resolution notes: SD Agent performed the troubleshoot steps as above to resolved the OBC receipt issue TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Server (NAS) Name Changes -issue in mapping drivers
English
hezharjoyo.kaluny@as.corp.airliquide.com
34
Cyrille EECKMAN
Uncategorized
Published
2025-07-30 12:30:07
5
GIO Service Desk
NaN
#########
NaN
GIO-CS-EUR-Non Eligible File Storage (NEF)
NaN
NaN
NaN
5
2025-04-07 4:49:45
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Germany ENTITY:ALL SYMPTOMS: User called that some servers are not accessible anymore. STEPS: In case of any issue in mapping the driver following the steps in KB0038464, assign incident to L1.5> GIO-EUS-FS-GERMANY-L2. LOGGING CATEGORISATION: Ticket template to be used: 0_EU[Windows] Map network drive Business service: GIO - EUS - UWP - Windows OS Situation: OS - network drive mapping issue[Incident] Assignment group: L1.5> GIO-EUS-FS-GERMANY-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 > OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User request to delete unnecessary/duplicated Google profiles POSSIBLE CAUSES: User accidently created different/duplicated profile when trying to login Google BEFORE YOU START: Make sure the PC is connected to internet. Connection to AL network is not required. STEPS: 1.Click/Double click Google icon on the desktop 2.The "Who's using chrome" popup should appear. Click the small 3 dots on the profile that you want to delete. 3.Select "delete" 4.If the "Who's using chrome" does not appear when you clicked Chrome icon on the desktop, just open chrome as usual. On the top right of your browser, click your account icon and select "other profiles" with the gear icon.The "Who's using chrome" will show up and you can proceed step 1,2 and 3. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related lineExplanation: Assistance with interface In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
account, airliquide, azizol-sc, bin, chrome, com, corp, delete, english, faiz, google, google account, google setting, hezharjoyo, how, how to, kaluny@as, kite, muhammad, profile, setting
NaN
KB0051999
How to Free Up Drive Space/Storage in Windows
English
hezharjoyo.kaluny@as.corp.airliquide.com
331
Luigi GANDOLPHO-SC
Windows - Storage / Performance
Published
2025-07-29 22:08:58
9
myITcorner
NaN
#########
3.00
NaN
NaN
NaN
NaN
7
2024-12-19 2:49:34
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
Windows 10 Option 1: Delete files with Storage Sense 1) Open the Start menu and select Settings > System > Storage.Open Storage settings 2) Select Configure Storage Sense or run it now, and under Temporary Files, select when you want each type of files deleted.Note: To delete unnecessary files manually instead, scroll down and under Free up space now, select Clean now. Option 2: Delete files from temp folder 1) Click Windows Key + R on your keyboard.2) Type %temp% and click OK. 3) Select all files in the Temp folder, and click Delete. Option 3: Move files to Google Drive (most recommended) 1) Open File Explorer from the taskbar and find the files you want to move (from Desktop, Downloads, Documents, Pictures, Music & Video folders). . 2) Open Google Drive3) Click on My Drive. 4) At the top left, click New > File Upload or Folder Upload. 5) Choose the file/folder that you want to upload, then click the Open button. _________________________________________________________________________________________________________________________________________________________________________________ Windows 11 Option 1: Delete files with Storage Sense 1) Select Start > Settings > System > Storage. 2) Turn on Storage Sense to have Windows delete unnecessary files automatically. Option 2: Delete files from temp folder 1) Click Windows Key + R on your keyboard.2) Type %temp% and click OK. 3) Select all files in the Temp folder, and click Delete. Option 3: Move files to Google Drive (most recommended) 1) Open File Explorer from the taskbar and find the files you want to move (from Desktop, Downloads, Documents, Pictures, Music & Video folders). . 2) Open Google Drive3) Click on My Drive. 4) At the top left, click New > File Upload or Folder Upload. 5) Choose the file/folder that you want to upload, then click the Open button. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: Due to X reason or change of ID (entity or name or site or email) , the user needs to delete the Webex account and request new one. STEPS: We guide the user to make MyIT Corner request 1.Type the user site code 2.Choose Delete a profile in Type of Order 3.Type the current webex number 4.Type a justification (change of site , or whatever reason for removing webex account) 5.Check well the request (if data are correct , approval manager is correct ....) 6.Click on Order now After the request is made, the profile will be deleted by us after the approval. In case the user want to open a new Webex after the removal of his current webex , please refer the user to this KB KB0049001 Link: request removal of Webex account LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
QUEST - Air Liquide PIC did not receive trip information even though trip in confirmed status
English
hezharjoyo.kaluny@as.corp.airliquide.com
4
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-09-01 9:24:29
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
2
2025-09-01 9:23:37
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: Received call directly from Air Liquide PIC (??????) or transport company saying that trip data is not received by Air Liquide system even though the transport company already confirmed the trip. POSSIBLE CAUSES: System error. Stop status should be changed to confirm automatically after transport company confirm the trip. BEFORE YOU START: Please open the trip mentioned by caller in BLAC. Check the trip details. If trip is actually not confirmed (???????), please ask transport company to confirm the trip. If the trip already confirmed but Stop status is not showing confirm status like below screenshot, please perform step in this KB. Example: STEPS: Click on the stop details, change the status to confirm (???????). Save the changes and exit. If there are more than 1 stop having this issue, please perform step 1 for all the remaining stop. After all Stop status become confirm (???????), save the trip and exit. Ask caller to check again after giving some time to reflect in the system LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: This is the 1st time user login to CIS system https://gideons.airliquide.com/CIS/ BEFORE YOU START: Ensure user is never login CIS before and the account is active in ALSecurity.Sample template that require user to provide : https://docs.google.com/spreadsheets/d/1poFGoLLwWKG2NXx1n9sygcASDs7WltmjKyNhrfiKuJM/edit#gid=0Information needed from user ROLE (MM, SV, EN, TE)BranchDepartmentBusiness Line（EL,IM）SUPERVISOR_ID/Name STEPS: Guide user to MYITCORNER for raise new cattask for request the CIS access > Select the CIS access : CIS Techinican / CIS Supervisor URL : https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=9a60c9a50f51cb00aca9c9cce1050ec0&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 Once REQ approved, SD proceed to add CIS permission to user in ALSecurity to accordingly for the Cattask. Once completed the adding in ALSecurity, SD login in to the CIS website the create account for user, URL : https://gideons.airliquide.com/CIS/Choose User Click on the button CreateFill in the information that have * If user is Technician Role, require assigning the Supervisor. For Supervisor and Manager role do not require a Supervisor to assign. User need to provide the User Group, Department and Branch data to tick it in CIS system.CIS Guide : https://drive.google.com/file/d/1pjihHoL2yLaX85er7Spe0ovzMMN-DM7f/view LOGIN SSO - Must click on multipass for login LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalogueExplanation: Service Desk will guide the user to submit request via myIT corner and will create CIS account In case of blank ESS Incident submitted by the user: Business service: BAP - HUB - CIS Configuration item: CIS & CIS Mobile APAC - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITCorner assistance request submitted ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: M3H is not opening or site is crushing frequently Error message ?????? POSSIBLE CAUSES: User has no access to M3H (new joiner) or cache and chrome cache related bug. BEFORE YOU START: Make sure that the user has already access to M3H , if No , guide the user as per KB0018648 M3H link : https://hhc-m3.eu.corp.airliquide.com/infor/ Make sure that user did not closed application by the X. User must disconnect normally from the application. STEPS: Clean cache and cookies. Close the browser and check if application is opening. If KO , take a screenshot and assign it to BHC-SUPPORT-L1 , including that google profile has been recreated (cache is emptied) LOGGING CATEGORISATION: Business Service: BHC - OPS - M3 Business management Configuration item: M3 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BHC-SUPPORT L1 Resolution Notes: After re-creating google chrome profile, user can access to M3H. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bazonnard, bhc, bug, care, com, corp, crush, crushing, english, freeze, frequently, hezharjoyo, home, home care, kaluny@as, m3, m3 issue, m3h, m3h issue, marie-cecile, site
NaN
KB0048382
CANON Uniflow Printer - How to fax
English
hezharjoyo.kaluny@as.corp.airliquide.com
85
J'Rose MATUTINA-SC
Printing / Devices
Published
2025-07-30 11:49:45
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
32
2025-07-15 8:44:02
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Users need assistance on how to fax using canon uniflow BEFORE YOU START: Verify the icon uniFLow Smart Client: Connected! is visible in the Windows system tray.Verify the printer is also mapped and set as default. STEPS: On a shared printer, scan your badge. Select Scan and Send From the Scan and Send menu, select New Destination Select Fax when the selections to choose from Enter the phone number of the destination you would like to send your fax to.Once complete, select OK Once you have confirmed the phone number of the fax being sent, and selected your printing preferences, select Start located on the physical printer to scan your document and fax to recipient. All users in AL Center Houston have been emailed a document with instructions: How to Print, Copy and Scan at AL Center Houston, the steps have been simplified in this KB article. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Canon UniflowModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user or in case reassignment is needed: Business service: GIO - EUS - MPS Configuration item: Hostname of user's PC or Printer model Category: Devices Subcategory: Printers
airliquide, canon, com, corp, english, fax, global, hezharjoyo, how, how to, kaluny@as, matutina-sc, printer, rose, uniflow
NaN
KB0051413
GTS - Cylinders event list Issue/Request
English
hezharjoyo.kaluny@as.corp.airliquide.com
124
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-30 6:13:54
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GTS
NaN
NaN
NaN
60
2025-07-07 4:38:08
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:BIS APAC ENTITY:APAC SYMPTOMS: Previous gas change due to wrong Pcode was initialUpdate Scode in the cylinder event listUpdate cylinder event tableWrong code use for initializationCylinder missing from cylinder event screen Cylinder history missing/not updatedAll back order cylinders didn't go to virtual site but hanging as "in transit"Virtual site cylinder issue STEPS: Gather all necessary information (eg. Supplier code, cylinders event list, report name, table name) and attach screenshot Assign ticket to relevant team LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Canon UniFLow Online Printer - Unable to print or scan through USB
English
hezharjoyo.kaluny@as.corp.airliquide.com
128
Kevin PLESSIS-FRAISSARD-SC
Printing / Devices
Published
2025-07-30 11:49:44
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
28
2025-07-15 8:11:03
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
REGION:Global ENTITY:All SYMPTOMS: User contacts us to report that is unable to print or Scan through USB on printers migrated to UniFLow STEPS: 1.- Create an Incident 2.- Kindly inform the user that scannings and printings through USB are not allowed due to security reasons (AL print group policy). Users can only print from their computers and scan to their mails. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - MPS Printer - Configuration/Issue Business service: GIO - EUS - MPS Category: Devices Subcategory: Printer Resolution Notes: User was informed that printings and scanning through USB are not allowed for security reasons. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Oracle - Unable to do item receipt in iProcurement
English
hezharjoyo.kaluny@as.corp.airliquide.com
10
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:39
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
5
2025-09-01 9:38:55
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: All APAC ENTITY: BIS APAC SYMPTOMS: Unable to do item receipt in iProcurement Refer to INC1156627 POSSIBLE CAUSES: Receiving Control > Receipt Routing appear as Standard Receipt BEFORE YOU START: Have access to XXX Purchasing Manager STEPS: 1.Search for the Purchase Order: 2. Click Open 3. Select Shipment 4. Click Receiving Controls and check Receipt Routing. Make sure the Receipt Routing = Direct Delivery and Save. 5. Email user and get confirmation. Once confirmed, close the ticket accordingly. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 App Team
Canon UniFlow ONLINE Printer - Error message: select a printer to print
English
hezharjoyo.kaluny@as.corp.airliquide.com
377
Dafne FRANCO-SC
Printing / Devices
Published
2025-07-30 11:49:44
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
116
2025-07-14 5:56:32
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
REGION:AMER ENTITY:BIS AMER SYMPTOMS: SmartClient icon stays in grey and when the user wants to print, a popup appears and suggests to select a printer to print with. POSSIBLE CAUSES: Occurs when the computer changes IP during the day or when there is an interruption of the network. It can happen when the user does not reboot his laptop at the end of the day or if his IP changes during the day when switching from Lan to WiFi or from WiFi to Lan. BEFORE YOU START: Confirm that Smartclient is grey which means that it cant reach the URL: https://fr3218238.eu.uniflowonline.com Always gather next information: Printer name (if ip was provided you can run an nslookup in the AL environment for the printer name)Printer IP address (if printer name was provided you can run an nslookup in the AL environment for the ip address)Serial NumberPrinter Make and ModelComputer name & IP addressUser's actual location (should had been verified at the beginning of the call)Documentation of where was driver downloaded from and actual driver name installedCorrespondent ticket documentation, what was done, what was attempted. STEPS: 1.- Right click on its SmartClient icon on the task bar and select Exit. 2.- Relaunch the Uniflow SmartClient by searching SmartClient in the windows menu and click on it 3.- Test and confirm if it works properly 4. - You can also try the Re-register button after opening the Smartclient from the System Tray icon (up arrow at bottom right) 5. - You can also try to reinstall the client 6. - If nothing else works and you would like to send the ticket to the MPS team, please gather the Diagnostic File from the Uniflow SmartClient: Double click on the icon in the task barClick on Diagnostic buttonAttach the zip file to the ticket LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Configuration item: Printername Category: Devices Subcategory: Printers Assignment group: GIO-EUS-GOPS-CWS-MPS-L3 Resolution Notes: User was able to print after relaunching the SmartClient application. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:South Africa ENTITY:ALL SYMPTOMS: User is contact to report a situation (issue or request) related to Fix phone/ Landline STEPS: For South Africa: Everything is locally managed/handled. Onsite will contact the provider if needed. They use OneNet Business for Landline/fix phone. All the tickets to be assigned to onsite GIO-EUS-FS-SOUTHAFRICA-L2 Follow: OneNet Business - requests or issues (AMEI - South-Africa) KB0020193 LOGGING CATEGORISATION: Business service: BAMEI-ONENET-SSA Configuration item: Vodacom OneNet Business - PROD Situation: [Adhoc] or [Incident] depending on the request or issue Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 >>> GIO-EUS-FS-SOUTHAFRICA-L2 TICKET TYPE: Incident or Adhoc ARTICLE TYPE: Assignment TEAM: OSS
OBC Tablet/Printing - Bluetooth Pairing Issue /Printer not detected
English
hezharjoyo.kaluny@as.corp.airliquide.com
38
Mohdasnawi MAKMON-SC
Printing / Devices
Published
2025-07-29 18:11:17
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
15
2025-07-15 8:12:33
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: "????????? " - Cannot pairing with the printer "?????????????????????? " - Printer asset number (i.e. ALJOBCPRNxxxx) is not showing when trying to print ==== Unable to print via OBC Printer When pressing [Print] to print the invoices, the OBC Printer apps will appears as below. Normally in the pull down menu at the red box below will show the Printer name (i.e. ALJOBCPRNxxxx) If it's appears blank as below, the printout cannot be done. POSSIBLE CAUSES: Printer connection via Bluetooth issues BEFORE YOU START: Make sure user knows the printer ID they intended to connect STEPS: 1. At the bottom of the tablet screen, tap O button to return home and leave OBC apps for a while. 2. At the home screen, open the Settings (the gear icon) 3. Select "Connected Devices" ? "Connection Settings" ? "Bluetooth" [Checkpoint 1] Check if "Bluetooth" is turned off. If it is turned off as shown on the right, tap the red frame on the right to turn it on. [Checkpoint 2] Please see below with "Bluetooth" ON. Check what kind of icon is displayed at the beginning of the printer name. (next page) (When connecting to the printer for the first time, printer name is displayed). (Once printing is performed, the printer name will be displayed in the area shown above.) It is OK if a printer-shaped icon is displayed as shown in a) on the right. Return to the OBC slip screen and try printing. (If the printer name is still not displayed on the OBC printer app, tap the [CLOSE] button on the OBC printer app to close the screen and try printing again.) a) the correct state If the icon indicating Bluetooth is displayed as shown in b) on the right, printing cannot be performed. In this case, try the following operations in order until the icon changes to a printer shape like a). ? Try moving the printer closer to the tablet. ?Turn Bluetooth off and on again. ? Restart the printer. ? If the same printer is paired with another tablet, turn off the tablet. When the icon changes to look like his printer, go back to the OBC document screen and try printing. b) Unrecognized state 4. If the paired printer name is displayed in the red frame as below, printing is possible. Tap "PRINT" to print. *For Reference - 1 "Bluetooth" may be "OFF" without realization. (There is a possibility of unintentionally touching Bluetooth when turning ON/OFF the data connection as a countermeasure for "I can't log in" later) *For Reference -2 Even if pairing is completed, the tablet may not be able to recognize the other printer correctly depending on the positional relationship between the printer and tablet at that time, the environment, etc. If you fall into this state, printing will not go well. [Checkpoint 2] in 3 above is a procedure for identifying and dealing with such cases. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): OSS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC Short description: Oracle Transfer Purchase order ownership (APAC) [L1.5 Scope] SYMPTOMS: Old person who responsible to the Purchase order no longer with Air Liquide and need to transfer the Purchase order to the new person. Oracle Transfer Purchase order ownership (APAC) [L1.5 Scope] BEFORE YOU START: Require access to Purchasing Manager role. This process only can be executed if user request the transfer and confirmed the listing of Purchase order are correct. STEPS: 1. Identify the old persons and new persons employee information Example: Request to transfer from: Old person: 20227761, ?? LIU Xiao New person: 20228412, ?? wen xin 2. Search the list of Purchase order under old person: 3. Get confirmation from user before do the Purchase order transfer. 4. To transfer, access to Purchasing > Requests > Mass Update of Purchasing Documents 5. To confirm, you may check the new changes in Purchase order: 6. Email user to inform about the changes and close the ticket after user has confirmed that he able to view the Purchase order. POSSIBLE CAUSES: New person who supposed to be responsible handling the Purchase order unable to view and require the transfer of ownership. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group: GIO-EUS-SD-APAC-APP-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Air Liquide Healthcare - Application Support for Canada
English
hezharjoyo.kaluny@as.corp.airliquide.com
497
Fab FRANZ
Uncategorized
Published
2025-09-29 14:36:12
5
GIO Service Desk
NaN
#########
NaN
BAM - ALHC - Apps
NaN
NaN
NaN
178
2025-07-28 8:06:46
#########
NaN
BAM-APP-L2-ALHC-Apps
COUNTRY:Canada ENTITY:AL Healthcare (formerly RHS, IRS, Vitalaire) SYMPTOMS: This article describes the steps to perform whenever a Canadian end-user belonging to Air Liquide Healthcare (formerly RHS, IRS and Vitalaire) is reporting an issue or requesting something about the following applications: CerberusOpenEMRQuickbooksTIMSSolexISEnsodata STEPS: Whenever an end user is reporting an issue with any of the above applications, create a ticket based on the below categorization, capturing all relevant information and including screenshots if possible and send it to the indicated Assignment Group. LOGGING CATEGORISATION: Business service: BAM - ALHC - Apps Configuration item: For Cerberus: n/aFor OpenEMR: RHS open EMR - NAM - ProdFor Quickbooks: n/aFor TIMS: RHS TIMS 6 - NAM - PRODFor Solexis: n/a Category: Application Subcategory: Functional / Technical Issue Assignment group: BAM-APP-L2-ALHC-Apps TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling regarding Iris application. STEPS: Access Request: Access is requested in CARM. You can provide the IRIS website to the user, they will find user guides for using IRIS and requesting access For any issues advise user to submit a ticket/request: Here LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARM / IT Manager or related lineExplanation: Guidance to CARM / IRIS website. In case of blank ESS Incident submitted by the user: Business service: BCF - IRIS MAGNITUDE Category: Application Subcategory: Support / Assistance Configuration item: IRIS MAGNITUDE - PROD Resolution Notes: Redirected user to the IRIS Support (https://sites.google.com/airliquide.com/iris-project/home) TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: Singapore ENTITY: BIS APAC SYMPTOMS: Month End report IS incorrect for VAS (VitalAire Singapore). STEPS: Check the goods purchases in CYLINDER table for the month. SELECT * FROM CYLINDER WHERE PROD_NO = 'PROD123' 2. Check the good sold in DO_LINE and DO_LINE_HISTORY for the month. SELECT * FROM DO_LINE WHERE MONTH_REF = 'YYYYMM' SELECT * FROM DO_LINE_HISTORY WHERE MONTH_REF = 'YYYYMM' Check if the unit price, quantity for equipments are correct. LOGGING CATEGORISATION: Business service: AP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability [Incident] Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Google Groups - information to collect in case of issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
120
Daniela PJETRI-SC
Uncategorized
Published
2025-07-30 6:11:04
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
31
2025-06-11 11:16:58
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: User calling about an issue/incident regarding Google Groups. BEFORE YOU START: Before routing the incident to the GIO-EUS-GOPS-DWP-L2 team, follow the steps below and please gather the troubleshooting information. Whole screen screenshots or screencasts with reproduction steps and errors are mandatory in all cases! STEPS: Any issues with the user interface (UI): For issues such as slowness, missing buttons, buttons that dont work as they should, any error messages visible in the application, or any other error that happens when interacting with the page ? Follow KB0012701 Delivery issues Clear description of the issue. Collect Basic data. At 1 point retrieve the message from the sent message in the senders Sent folder or from any member of the group that has received the message. How to gather a message header: KB0012671Group or members modification Kite L2 doesnt handle this as incidents. CARM is in charge of managing users and member roles and its the groups manager responsibility to address this from CARM. Gather:Basic data Gather the message header in .txt or .eml file format. How to gather a message header: KB0012671In case it is not possible to obtain a message header, gather the sender's email address, recipients email address, email subject, date and time of the affected message.Full screen screenshot in case the user receives a Non-Delivery Report (NDR) bounce error message. Add the error transcription in English in a work note after attaching the screenshot, especially if the screenshot its not in English. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 Resolution Notes: *remove if article is not an FCR* TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1, GIO-EUS-GOPS-DWP-L2
REGION:AME ENTITY:BIS AMER SYMPTOMS: The user is contacting the Service Desk regarding an issue with the following Middleware: TomcatWebSphereWeblogicIIS BEFORE YOU START: Other KBs STEPS: If the user is reporting an issue about any of the about middleware, raise a ticket as per below categorization and assign it to the indicated Assignment Group. LOGGING CATEGORISATION: Business service: GIO-CS-AMER-Middleware Management Situation: Bug/Defect [Incident] Assignment group: GIO-CS-AMER-MIDDLEWARE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
access, airliquide, amer, app, application, bob, center, cloud, com, command, corp, cs, english, gio, hezharjoyo, iss, issues, kaluny@as, logic, middleware, moore-sc, request, sciencelogic, server, services, software, support, svcs, tcs, tcs cloud server svcs support app application command center amer gio cs amer tomcat websphere weblogic iss middleware logic sciencelogic tcs cloud services cloud support server access issues request, tomcat, weblogic, websphere
NaN
KB0042745
OKTA - Sign-in with individual account to access individual Google Workspace on shared PCs
English
hezharjoyo.kaluny@as.corp.airliquide.com
84
J'Rose MATUTINA-SC
OKTA / Mobile Enrollment
Published
2025-09-01 10:08:50
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
10
2025-09-01 10:05:43
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Users are unable to sign-in to Google Workspace with their personal Google Account while using a shared PC logged in with Generic Account type (-GA).As Generic Account type is restricted from accessing Google Workspace applications such as Google Drive, Google Sheets, Google Docs, Google Slides, etc as per Air Liquide policy, when user tries to sign-in to Google Workspace with their personal Google Account, they will always be redirected to the Generic Account login, with the following error message: BEFORE YOU START: This will apply for the below login credentials. Shift members of ROCC using Shared PCs logged in with Generic Account (-GA)Operators using Shared PCs in plant/site logged in using Generic Account (-GA) STEPS: To allow individual user to sign-in using their personal account to access Google Workspace applications while logging on to a Shared PC logged in with a Generic Account (-GA): Launch a new Chrome window in Incognito modeType URL https://login.airliquide.com/login/signoutType user personal email on the OKTA dashboard login page then provide credential requestedIf user successfully signed in to the personal account in the OKTA login page, use the Google drive link on the OKTA dashboard or type your own Google URL LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment Assistance Request details: Device Type: Windows DeviceReason: New Device (first enrollment) or Secondary Device In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / AssistanceResolution Notes: Okta Enrollment Assistance form submitted ARTICLE TYPE: FCR TEAM: L1
DE-Vitalaire user cannot launch applications in Citrix
English
hezharjoyo.kaluny@as.corp.airliquide.com
144
Dennis ROSENKRANZ
Uncategorized
Published
2025-07-29 20:16:28
5
GIO Service Desk
NaN
#########
4.33
BHC - Other applications
NaN
NaN
NaN
87
2025-07-28 8:10:55
#########
NaN
ALEHOS - INFRASTRUCTURE
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: DE Vitalaire user receives error message like the below one, when tries to launch an application, such as Outlook in Citrix: STEPS: 1. Search for Citrix Workspace in the system tray. 2. Right click and choose connection center. 3. Note the server name (like IP-0A97C459 on the screenshot below) and click on log off (Abmelden). If it is not working a, Log off the user with Citrix Admin Console (KB0027732) in case there is a server listed in the connection list. b, Open task manager on the local PC of the user and close Citrix Workplace related apps. 4. Ask the user to login to Citrix again and check whether it's possible to launch the applications in Citrix. LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Bug / Defect In case of reassignment: GIO-CS-SD-CITRIX-L2 Resolution Notes: Assisted user with logging into Citrix. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is moving to another entity within Air Liquide and would like to be sure that she/he will not loose her/his emails and data in the Google Drive after the transfer. STEPS: Please inform the user: Changing entity does not mean automatic account deletion. The user does not need to do anything just they (the HR) have to make sure that the account won't be deleted and recreated but RENAMED. Although all email and Drive data will remain untouched and available, the user needs to be aware of some expected impacts and the way to solve it by reading this Google help article: https://support.google.com/a/answer/2622985 This link can be provided to the user. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: informed user that changing entity won't affect the Gmail account profile In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted. ARTICLE TYPE: FCR TEAM: L1
OKTA - How to enable biometrics for Okta authentication
English
hezharjoyo.kaluny@as.corp.airliquide.com
187
Mehdi GASMI
OKTA / Mobile Enrollment
Published
2025-09-29 14:45:37
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
177
2025-06-17 9:54:29
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: User is calling for assistance on enabling biometrics for the Okta Verify application. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: On Okta, users will be prompted to set up another authentication factor. This user guide is to demonstrate how to configure their biometrics (i.e. your fingerprint) on their devices, and enable them on Okta. It is strongly recommended to enable biometrics in Okta Verify to get a better user experience. NOTE : if users are enrolled to Intelligent HUB on their personal devices, please note that the fingerprint registered for their personal profile will not be registered for their work profile and won't be used to authenticate in Okta. They need to set up another fingerprint for their work profile as well! STEPS: Task 1 - Enable biometrics in the Okta Verify application By default, when adding and account in the Okta Verify app, users will be prompted to enable their biometrics. If they have not, please follow the instructions below. 1. Click the email address within the Okta Verify application 2. Go into the Account details menu. In the Options sections, click on Use biometrics. The fingerprint is now ready to be used for authentication in the Okta Verify application! Task 2 - Set up your biometrics on your device Android smartphones NOTE : the screenshots for the Android devices have been taken on a Samsung phone. The user interface may be different depending on the brand of their devices, but the procedure is the same for all Android smartphones. On Android devices, the default biometric used by Okta is the fingerprint. Facial recognition is currently NOT supported. Case 1 - Personal profile (phone NOT enrolled to Intelligent Hub) User is using his/her personal profile with Okta Verify. 1. Go to the Settings menu and go into the Biometrics and security menu. 2. Under the Fingerprints section, if the user already set up one or more fingerprints, he/she should see them in the list of registered fingerprints. If that's the case, you can now skip to the Okta Verify app step.If not, go into the Fingerprints section. 3. Click on Add a fingerprint. 4. Follow the instructions to scan fingerprint. 5. Once the registration is complete, click on "Done". 6. User should now see the fingerprint as registered. Case 2 - Professional profile (phone enrolled to Intelligent Hub) User is using professional account (Intelligent HUB) with Okta Verify. Please note: User needs to set up a fingerprint separately for the work profile as well! 1. Go into the Settings menu and navigate to the Work profile section. 2. In the Work profile menu, click on the Fingerprints section to add user`s fingerprint to the work profile. 3. The procedure to set up a fingerprint is the same as for the personal profile (refer to further steps listed within "Case 1" section) iPhones The default biometric for Okta Verify is the fingerprint. Facial recognition is currently not supported, so the default biometric is Touch ID. Make sure Touch ID is supported on user`s iPhone model. iPhones with Touch ID: iPhone SE (2022)iPhone SE (2020)iPhone SE (2016)iPhone 8 PlusiPhone 8iPhone 7 PlusiPhone 7iPhone 6s PlusiPhone 6siPhone 6 PlusiPhone 6iPhone 5s 1. Go to the settings menu of your iPhone and navigate to the Touch ID & Passcode of the iPhone. 2. Under the Fingerprints section, if you have already registered one or more fingerprints, you should see them as already configured. You can now skip to the Okta Verify app part of this user guide. If you haven't, click on Add a fingerprint. 3. Follow the instructions to register fingerprint. 4. Once it's done, click on Continue. 5. User should now see the fingerprint in the list of registered fingerprints. Windows devices On Windows devices, users can set their biometrics with Windows Hello. By default, Air Liquide's devices are not equipped with a fingerprint reader. The default solution is to set a PIN Code. Follow KB0027490 to instruct users with setting up Windows Hello. Mac On Mac devices, users can set their biometrics (i.e. fingerprint) with Touch ID. Depending on the Macbook model, the location of the Touch ID button may differ. 1. On the Mac device, choose the Apple menu, go to System Preferences and navigate to the Touch ID section. 2. Click on "Add a fingerprint" and follow the instructions. User will be prompted to enter his/her device password to register a fingerprint. 3. In the Touch ID menu, user should now see the fingerprint as registered. User can configure which Touch ID can unlock. It is highly recommend to allow "Unlocking your Mac". LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted the user to set up Biometrics for OKTA TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BAR+ - Sales Rep ID is not found with the associated sales rep list in ALSecurity Application (EE)
English
hezharjoyo.kaluny@as.corp.airliquide.com
22
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:13:07
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BAR+
NaN
NaN
NaN
19
2025-05-19 5:01:57
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: Europe ENTITY: BIS Europe SYMPTOMS: Sales Rep ID is not found in associated sales rep list in AL Security Application (Eastern Europe). STEPS: 1. Launch BAR+ web application (Admin Module). 2. Select the Language. 3. Select the Country. 4. Click Sign in with Google button. 5. The home screen appears. 6. Click Company, the below screen appears. 7. Click search button in the sales rep field. 8. Click button. 9. Enter the required details and click. 10. Check the created Sales Rep in AL security application as below: POSSIBLE CAUSES: Sales Rep may not be created. If the above steps did not solved the issue, raise an incident with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC SYMPTOMS: User calls because they would like to use outlook to access their Air Liquide email STEPS: Kindly advise the user to use GMAIL to access their Air Liquide email as its against the security Policy to install Outlook on Air Liquide device. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GMAILContext: Service Desk will inform that we are not using outlook for email , educate user to use gmail. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
WINDOWS - How to change power settings for laptop / desktop
English
hezharjoyo.kaluny@as.corp.airliquide.com
45
Maik GERHARDS
Windows - Storage / Performance
Published
2025-09-03 4:58:39
4
GIO Service Desk
NaN
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NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
47
2025-09-03 4:58:01
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NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls that his/her laptop/desktop switches off by itself if they leave the computer behind for a while. Then they need to power the pc and sign on again. STEPS: Changing/modifying power settings in Control Panel, Power Options: 1. Go to Control Panel 2. Click Power Options 3. Tick Power saver and click "Change plan settings" next to it 4. Modify settings under "Put the computer to sleep" according to the preferences of user 5. Click "Save changes" LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname of user`s pc Category: Devices Subcategory: Operating System Resolution Notes: SD guide the user to change the window's power setting TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Chrome OS Device - network issue while user is in the office
English
hezharjoyo.kaluny@as.corp.airliquide.com
11
Matthew WIDELL
Network / Connectivity
Published
2025-07-29 19:49:52
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Chrome OS
NaN
NaN
NaN
2
2025-03-03 3:33:52
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NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling regarding network issue on a Chrome device while he/she is in the office. STEPS: LOGGING CATEGORISATION: Template: GLOBAL - ChromeOS Device - Issue Business service: GIO - EUS - UWP - Chrome OS Configuration item: Hostname of the Chrome Device Situation: How-To/Question [Ad Hoc Request] or Bug/Defect [Incident] (when assignment is necessary to the field service) Assignment group: L1> L1.5/L2 > the corresponding Onsite group TICKET TYPE: Adhoc/Incident - based on the issue ARTICLE TYPE: FCR or Assignment - based on the issue TEAM: L1, L1.5
COUNTRY/REGION:AME ENTITY:BIS AMER SYMPTOMS: Support Model for My ALSAS (Air Liquide Supply Allocation System). BEFORE YOU START: My ALSAS (Air Liquide Supply Allocation System) is an LI (Large Industries) application for supply management. My ALSAS is also known as Nexus URL: https://nexus-app.am.corp.airliquide.com/SBI/#sbilist STEPS: Collect all the information ScreenshotsErrorsProject number/name, etc. Open an Incident, depending on the situation Assign the ticket to the resolver group LOGGING CATEGORISATION: Business service: BAM - Primary Production Configuration item: Nexus - AMER - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAM-APP-L2-Primary Production TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: L1
air, air liquide, airliquide, allocation, alsas, ame, americas, app, application, applications, apps, com, corp, english, hezharjoyo, industries, kaluny@as, large, large industries, li, liquide, manfredi, model, my, my alsas, nexu, nexus, software, supply, supply allocation system, support, support model, system, virginia
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KB0022415
GIDEONS - Report Manager : Error Occurred when loading report
English
hezharjoyo.kaluny@as.corp.airliquide.com
187
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-11 8:58:03
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
134
2025-08-11 8:57:40
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NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Users are receiving generic error when loading any report in CSS/CMS windows Application STEPS: 1) Go to CSS Windows Application. 2) Select Report Manager 3) Crystal reports refresh tool 4) Start 5) Try to generate report again from the report list. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
REGION:AME ENTITY:BIS AMER SYMPTOMS: Unable to login to Workday on a mobile phone. BEFORE YOU START: Make sure you can access Google Play Store, and have Internet connection. STEPS: To install and sign in to Workday on your Android device: Open Google Play Store.Tap Search. Enter Workday. Tap Install and accept the application permissions.Tap Open to launch the Workday app.Complete initial set-up steps, including agreeing to license agreements and entering company settings. Enter Tenant as: airliquideHRTap the Get Started! button. Tap Sign In. The Okta/Multi Pass app will come up and ask you to confirm if it's you who tried to log in.Confirm it is you and the Workday app will come up. If not, simply minimize the Okta (Multi Pass) screen and go back to the Workday application by a Click on the back button. Workday will prompt you to create a PIN for Workday. Follow the prompt and sign in with your new PIN. LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user to install & login to Workday on their mobile phone. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:Global ENTITY:All SYMPTOMS: User is requesting access to a Delegated Mailbox. BEFORE YOU START: Check with the user if they have already requested access through myITcorner or not. If they haven't, assist them in requesting it. STEPS: Raising the request "Manage a Delegated Mailbox Members " in My IT Corner. https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=301ae21537430700e1a4cea954990e59 1. Guide user to go to myITcorner > Home > Applications > Group Essentials > Google Workspace> Manage a Delegated Mailbox members 2. Fill out the form and chose "Add/remove member" under "Choose the action type" 3. Add to Cart and Checkout and submit the request 4. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS: User calls that she/he needs Alto installed. BEFORE YOU START: User must have already raised a non-standard software installation request via My IT Corner. If the user has not raised the request yet, kindly assist him/her as per KB0012053. STEPS: Downloading Alto from https://sites.google.com/a/airliquide.com/cp-ww-alto/download and installing it by admin rights: 1. Take over user`s pc and go to https://sites.google.com/a/airliquide.com/cp-ww-alto/download 2. Click on PROD 3. Launch by admin rights LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: hostname of user`s pc Category: Application Subcategory: Support / Assistance Resolution Notes: Successfully installed the Alto client on user's PC. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is having a functional issue related to a Google Web-application within the Chrome browser. In this case ".HAR" file must be created by reproducing the steps" and attached to the incident. BEFORE YOU START: Please note: Recording a video of the screen while generating a .HAR file is mandatory! Follow: KB0025289Please obtain the user's permission to initiate a proper remote session, so we can assist them in generating the .HAR file to facilitate efficient issue resolutionIf a remote session to the user's computer cannot be established, please provide them with detailed instruction on how to generate the .HAR file on their own STEPS: 1. Open Chrome > More tools > Developer tools 2. Select the Network tab then click Clear to delete any unnecessary log file not related to the issue 3. Click Record button and ask user to reproduce the issue (The record button will become red) 4. After reproducing the issue click Record button to stop recording. Click on the drop down arrow of Export HAR (sanitized) to download the .HAR report 5. Dispatch the created .HAR file to GIO-EUS-GOPS-DWP-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, application, bug, chrome, com, corp, create, defect, english, file, functional, gmail, google, har, harold, hezharjoyo, how, how to create .har file for google gmail kite issues, issue, issues, kaluny@as, kite, ousset, software, to
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KB0056557
Gideons - How to Change Credit Note/Debit Note Approver
English
hezharjoyo.kaluny@as.corp.airliquide.com
8
NaN
Uncategorized
Published
2025-07-28 10:55:42
3
GIO Service Desk
NaN
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NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
0
2025-07-28 10:55:37
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NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: User request to change the Credit Note/Debit Note Approver in Gideons STEPS: Please ensure user has submitted a request through the catalogue: Manage Gideons Authorizations in MyIT Corner Once done, L1.5 to fulfil process the workflow approval modification as per KB0019417 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AME - US ENTITY:BIS AMER SYMPTOMS: Air Liquide USA support model for local applications and infrastructure. BEFORE YOU START: Air Liquide USA LLC, Air Liquide Advanced Technologies US LLC and Air Liquide Electronics US, are local entities in the US, also known as US-DRTC, US-ALT, US-ALC, US-MDL, US-ALL, US-TEK, US-ALA or US-ALE. Alizent USA Inc. is one of the local entities in the US, part of Alizent Global, also known as ALIZENT or US-ALIZENT. For support follow Alizent USA Inc - Support Model (AME). Air Liquide Advanced Materials Inc. is one of the local entities in the US, also known as ALAM or VOLTAIX. For support follow Air Liquide Advanced Materials Inc. - Support Model (AME). Air Liquide Global E&C Solutions US Inc. is a local entity in the US part of the Engineering and Construction division or Turbo Division, also known as E&C, US-EC-HOU, US-ALP. For support follow Air Liquide Global E&C Solutions - Support Model (AME). Airgas USA LLC is one of the local entities in the USA, also known as AGS or US-AG USA. For support follow Airgas USA LLC - Support Model (AME). Make sure the user is requesting non-standard Air Liquide support, for Air Liquide standard support follow the standard support model. STEPS: If the user is requesting or reporting an issue with the following Non-Standard, route the ticket to the assignment group. Non-standard infrastructure: Local printers. Non-standard applications or websites: N/A LOGGING CATEGORISATION: Business service: To be determined according to issue. Configuration item: Other Category: To be determined according to issue. Subcategory: To be determined according to issue. Assignment group (if not L1): Determined by the user's location, or assigned FS group. GIO-EUS-FS-ALCenterGIO-EUS-FS-CENTRAL-L2GIO-EUS-FS-EAST-L2GIO-EUS-FS-GULF COAST-L2GIO-EUS-FS-PIM-L2GIO-EUS-FS-US DEPOT-L2GIO-EUS-FS-AME-Premium Support TICKET TYPE: Temp field to be used until drop down is created for Incident, Request *Only choose one* ARTICLE TYPE: FCR (for informative tickets) Assignment (for infrastructure & non standard apps) TEAM: OSS
advanced, air, air liquide usa llc air liquide advanced technologies us llc air liquide electronics us us-drtc us-alt us-alc us-mdl us-all us-tek us-ala us-ale support model issue request local printers windows shared folders gio-eus-fs-alcenter gio-eus-fs-central-l2 gio-eus-fs-east-l2 gio-eus-fs-gulf coast-l2 gio-eus-fs-pim-l2 gio-eus-fs-us depot-l2 gio-eus-fs-ame-premium support united states field services support model usa fs support model, airliquide, cliff, coast-l2, com, corp, depot-l2, electronics, english, field, folders, fs, gio-eus-fs-alcenter, gio-eus-fs-ame-premium, gio-eus-fs-central-l2, gio-eus-fs-east-l2, gio-eus-fs-gulf, gio-eus-fs-pim-l2, gio-eus-fs-us, hezharjoyo, kaluny@as, lee, liquide, llc, local, model, printers, request, services, shared, software, states, support, technologies, united, us, us-ala, us-alc, us-ale, us-all, us-alt, us-drtc, us-mdl, us-tek, usa, windows
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KB0013965
Sticky Notes - How To Recover
English
hezharjoyo.kaluny@as.corp.airliquide.com
33
Daniela PJETRI-SC
Uncategorized
Published
2025-07-30 11:34:28
5
GIO Service Desk
NaN
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NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
17
2025-06-30 3:40:02
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NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has deleted a sticky note by mistake and has to be recovered STEPS: 1) Find the sticky notes' location in Windows 10 by navigating to C:\Users\\AppData\Roaming\Microsoft\Sticky Notes. 2) Find and right-click on "StickyNotes. snt file". 3) Select "Restore Previous Versions". This may replace your current version of the sticky notes file, and nothing can be undone again. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: SD assist user by perform above troubleshoot the resolve the issue TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User would like to request access for Oxytrack BEFORE YOU START: Check with the user request has been submitted STEPS: Guide the user to submit via myIT cornerOnce CARM manager approved it , user will be able to access it LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: My IT Corner Request isnt moving forward. The RITM has no CATTASK(s): Theres nothing in the RITM to work with, no CATTASK was generated after the REQ was approved. POSSIBLE CAUSES: Possible issue with Service Nows automated workflow. BEFORE YOU START: Depending on the issue, affected tickets (e.g. My IT Corner requests) may have to be re-submitted to be completed. - Please note that some RITM tickets are still have detail of the approver under the REQ ticket format. Before raising an incident with the GIO-ITSM DXC Third Party Maintenance team, kindly check the REQ ticket format to verify whether the approver is listed and has properly actioned the ticket. - If the end user is unable to see "My Approval" in the MyIT Corner, please advice them to log out, clear cache and log in again.If the issue persists, kindly assign the ticket to the GIO-ITSM DXC Third Party Maintenance team. STEPS: Assign to the Service Now team so they can assist.Make sure to report the issue to your leadership. Create a web ticket Go to My IT Corner - Get Service Desk Assistance - Open a ticketWho has an issue - Keep it as it is (Your user name).Phone number: N/AWhat is your issue about: I dont knowYour urgency: 3 - Low impact on work environmentAdd a brief description of the issue on both fields below "Briefly describe your issue" and "You can add more details here" Click on SubmitOnce the page finishes loading, copy the intake number (TKT) Open it in ServiceNowProcess the intake into a ticket as follows Remember to apply the corresponding templateInsert on the Description: RITM has no CATTASK(s): request to cancel the RITM, advise user to re-submit Use Assignment override to prevent misroutingClick on Next The requested action will have been completed once the ticket is closed. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: GIO - PCI - ITSMaaS Configuration item: ManageMyService - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance Team TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-ITSM DXC Third Party Maintenance Team
Gideons - Missing Invoice / Customer not received invoice
English
hezharjoyo.kaluny@as.corp.airliquide.com
87
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-08-20 6:13:37
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
55
2025-08-20 6:12:18
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NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Customer FL900007 not received invoice. POSSIBLE CAUSES: Job Scheduler is not running. BEFORE YOU START: Run this query to check if the email sending from scheduler's task Query: USE XXXX SELECT * FROM EXPORT_AND_EMAIL_REPORTS_AUDIT WHERE ACCOUNT_NO = 'XXX' AND MONTH_REF = 'XXX' Example : USE ALMALAY SELECT * FROM EXPORT_AND_EMAIL_REPORTS_AUDIT WHERE ACCOUNT_NO = 'FL900007' AND MONTH_REF = '202309' STEPS: Check if the email is sent or not from the above query. 2. If none, escalate to BAP-COE-GID-L2 with below escalation note : [E-INVOICE JOB SCHEDULE ISSUE] Hi team,Please assist with this issue. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - GIDEONS Configuration Item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:Qatar, Saudi - Arabia ENTITY:BIS AMEI SYMPTOMS: Qualipro XL - error module, any related issue BEFORE YOU START: Application used by Quality and Environment, Health and Safety department . STEPS: Qatar: functional or login issue: redirect user to jeff.felicidario@gasal.com.qa, account is created for all new joiners For Saudi Arabia SA -ALAR only functional or login issue: redirect user to mohsen.al-saffar@airliquide.com / eman.alzaki@airliquide.com LOGGING CATEGORISATION: Business service: BAMEI-Qatar-Local Business Applications or BAMEI-Saudi Arabia-Local Business Applications Configuration item: Qualipro XL - NAF - ALTN - PROD Situation: select proper incident type Resolution Notes: User was redirected to local key user to get assistance. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User has the NéHomes application activated in PDA but cannot use GPS. User can't launch the gps in Néhomes and only works in google maps STEPS: Please install the 'GESTION DES APPELS on the user 's pda LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile Device Enrollment Assistance In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrollment Resolution Notes: Mobile Device Enrollment Assistance form submitted. ARTICLE TYPE: FCR TEAM: L1
PO / RECEIPT (GR) / INVOICE Not Interfaced from EPIC & PO Interface to ServiceNow
English
hezharjoyo.kaluny@as.corp.airliquide.com
300
NaN
Uncategorized
Published
2025-08-01 8:25:07
5
GIO Service Desk
NaN
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NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
77
2025-08-01 6:03:23
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NaN
BAP-COE-ORA-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC PURPOSE This document has all the SQLs needed to debug a PO or its Receipt(s) or its Invoice(s) that is not successfully interfaced from EPIC to Oracle TARGET AUDIENCE Service Desk (L1 and L1.5 Teams) ACRONYMS ACRONYMSDESCRIPTIONSDService DeskMECMonth End ClosingFMFinance ManagementPOPurchase OrderGRGoods Receipt PO NOT INTERFACED Execute the below SQL to collect all needed details for the debug steps given below the SQL. SELECT coupa_po_number, h.unique_id, h.org_id, h.status, h.record_status, l.line_account_type, l.inventory_item, l.line_uom, UPPER(TRIM(SUBSTR(l.line_commodity, 0, INSTR(l.line_commodity, '-')-1))) line_commodity, h.supplier_name, l.vendor_site_name, l.line_segment_1 company, line_segment_2 project_or_warehouse, ( SELECT upper(TRIM(tag)) FROM apps.fnd_lookup_values WHERE lookup_type = 'CUX_COUPA_EXP_ORG' AND language = 'US' AND enabled_flag = 'Y' AND upper(TRIM(lookup_code)) = ( SELECT ou.name FROM apps.po_system_parameters_all ps, apps.gl_code_combinations cc, apps.hr_operating_units ou WHERE cc.code_combination_id = ps.accrued_code_combination_id AND ps.org_id = ou.organization_id AND ps.org_id != 1625 AND segment1 = nvl(( SELECT segment_1 FROM cux.cux_coupa_po_dist_stg WHERE order_header_id = h.order_header_id AND unique_id = h.unique_id AND segment_1 IS NOT NULL AND ROWNUM = 1 ),( SELECT line_segment_1 FROM cux.cux_coupa_po_line_stg WHERE order_header_id = h.order_header_id AND unique_id = h.unique_id AND line_segment_1 IS NOT NULL AND ROWNUM = 1 )) ) ) exp_warehouse, ( SELECT project_type_class_code FROM apps.pa_project_types_all pt, apps.pa_projects_all pp WHERE pp.project_type = pt.project_type AND pp.segment1 = l.line_segment_2 AND pp.org_id = pt.org_id ) project_class, ( SELECT allow_cross_charge_flag FROM apps.pa_projects_all WHERE segment1 = l.line_segment_2 ) cross_ou_allowed, ( SELECT start_date || '-' || completion_date FROM apps.pa_projects_all WHERE segment1 = l.line_segment_2 ) project_validity, ( SELECT y.start_date || '-' || y.completion_date FROM apps.pa_projects_all x, apps.pa_tasks y WHERE x.project_id = y.project_id AND x.segment1 = l.line_segment_2 AND y.task_number = l.line_segment_3 ) task_validity, line_segment_3 task_or_subinv, line_segment_4 expenditure_type, l.expenditure_org_id, l.expenditure_item_date, h.error_message header_error, l.error_message line_errorFROM cux.cux_coupa_po_hdr_stg h, cux.cux_coupa_po_line_stg lWHERE h.unique_id = l.unique_id AND h.order_header_id = l.order_header_id AND h.coupa_po_number = 'SGLAM002742712'; a) If Line account type is Inventory, make sure INVENTORY_ITEM is assigned to "PROJECT_OR_WAREHOUSE" and "EXP_WAREHOUSE" b) If Line account type is OPEX or PROJECT, make sure LINE_COMMODITY is assigned to "EXP_WAREHOUSE" c) If Line account type is PROJECT, make sure PROJECT , TASK and Transaction control dates are active for today d) If Line account type is PROJECT, make sure EXPENDITURE TYPE is allowed in TRANSACTION CONTROL of the project e) If user chose a site in EPIC for the PO, make sure it is available in Oracle and active and "Send to COUPA" flag is set to yes f) If user did not choose a site in EPIC, make sure a DEFAULT_SITE exists for the vendor in the entity. If China, run copy sites job to create the missing site g) If the PO / Invoice is of foreign currency, make sure Corporate rate is defined in Oracle h) Make sure the LINE UOM is same as Primary UOM of the item or a conversion exists between LINE UOM and Primary UOM of the item This needs to be setup from Inventory Super User responsibility of the concerned entity and the conversion factor should be given by the business/user GR NOT INTERFACED Execute the below SQL to collect all needed details for the debug steps given below the SQL. with xx_poas(select distinct h.coupa_po_number po_number,l.order_line_id coupa_po_line_id, order_line_num line_num, (select organization_code from apps.mtl_parameters where organization_id=l.ship_to_organization_id ) orgfrom cux.cux_coupa_po_hdr_stg h, cux.cux_coupa_po_line_stg lwhere h.unique_id = l.unique_idand h.order_header_id = l.order_header_id)select r.unique_id,p.po_number,p.line_num, org, r.coupa_receipt_num, r.quantity, r.created_by_email,r.creation_Date, r.receipt_date, r.to_warehouse_name, to_warehouse_aisle, to_warehouse_level, r.status, r.record_Status, r.error_messagefrom cux.cux_coupa_po_receipts r, xx_po pwhere r.coupa_po_line_id = p.coupa_po_line_idand p.po_number='PO_NUMBER'and org is not null; a) Make sure that the PO has reached Oracle and present in CUX_COUPA_PO_HDR_STG.COUPA_PO_NUMBER= b) Make sure that the PO has been processed in Oracle CUX_COUPA_PO_HDR_STG.RECORD_STATUS='P' for the PO concerned c) Make sure that INVENTORY PERIOD, PURCHASING_PERIOD and GL_PERIOD are open either for the RECEIPT_DATE or current month d) If error is "Error: PO Shipment (NUMBER = 1) is not open.", if the PO is fully received, a void request might be stuck for this PO in Oracle or duplicate e) If error is "Quantity tolerance exceeded", check if the PO line is already received, a void request might be stuck in Oracle or is a duplicate receipt f) If error is "PO status is not open", PO might be "Finally Closed" or closed due by 2 way matching. In such case, it will be auto-fixed next day morning else investigate if PO line to be re-opened if due quantity matches g) If error is "Future Dated Transaction. No Action Needed", check with user if RECEIPT_DATE can be changed to SYSDATE or user has to wait till RECEIPT_DATE h) If error is "Error: Please enter a valid locator.", contact user to provide correct locator for this receipt i) If error is "Receipt number must be unique", COE to check and fix j) If error is "Error: Destination Subinventory is invalid.", contact user to provide correct subinventory for this receipt INVOICE NOT INTERFACED Execute the below SQL to collect all needed details for the debug steps given below the SQL. select DISTINCT o.name operating_unit, invoice_number,order_header_num, h.unique_id, h.org_id, h.status, h.record_status, pp.segment1 project_number, pp.start_date prj_start, pp.completion_date prj_end, h.error_message header_error, l.error_message line_error, api.status interface_error, api.group_id, api.request_id, (select concatenated_segments from apps.gl_code_combinations_kfv where code_combination_id=pd.code_combination_id) po_dist_coafrom cux.cux_coupa_inv_header h, cux.cux_coupa_inv_line l, apps.hr_operating_units o, apps.po_distributions_all pd , apps.pa_projects_all pp, apps.pa_project_types_all pt, apps.ap_invoices_interface apiwhere h.unique_id = l.unique_idand h.id = l.idand h.org_id = o.organization_idand l.project_id = pp.project_id (+)and h.org_id = pp.org_id (+)and pp.project_type = pt.project_type (+)and pp.org_id = pt.org_id (+)and h.invoice_number=api.invoice_num(+)and h.org_id = api.org_id (+)and l.po_distribution_id=pd.po_distribution_id(+)and h.invoice_number='INVOICE_NUMBER' --if to check for specific invoiceand l.order_header_num=='PO_NUMBER'; --if to check all invoices of a PO ...
airliquide, com, corp, english, epic, gr, gr not interfaced to oracle, hezharjoyo, interface, interfaced, invoice, invoice not interfaced to oracle, kaluny@as, not, oracle, po, po not interfaced to oracle, receipt, servicenow
NaN
KB0051602
Telephony - BYOD - Bring Your Own Device Program in Argentina ALABS
English
hezharjoyo.kaluny@as.corp.airliquide.com
91
Juan Pablo DE LUNGARO
Uncategorized
Published
2025-09-29 14:56:58
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
19
2025-07-18 6:09:01
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY:Argentina ENTITY:AR-ALABS and AR-ALABS-NAM SYMPTOMS: This KB describes the steps to follow to assist users from AR-ALABS or AR-ALABS-NAM entity in Argentina to port their private mobile phone number to a corporate account. STEPS: 1. If the line is already from Claro, guide the user to place the order from MyITCorner: HERE 2. If the particular line is not with Claro, the user must port their number to Claro first on their own from here. After the first month of being with Claro, with an invoice and proof of payment, the user must go to MyITCorner as per Point 1. of this KB and place the order. 3. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Device Subcategory: Accessories Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
airliquide, alabs, ar-alabs, ar-alabs-nam, argentina, bring, bring your own device, byod, claro, com, corp, de, device, english, hardware, hezharjoyo, juan, kaluny@as, line, lungaro, mobile, mobile line, myitcorner, own, pablo, port, program, request, software, telephony, transfer, your
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KB0051401
SEPPIC - Hardware request
English
hezharjoyo.kaluny@as.corp.airliquide.com
36
Hong Linh NGUYEN-SC
Uncategorized
Published
2025-07-30 12:30:09
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
3
2025-07-03 5:17:50
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:BIS SEPPIC SYMPTOMS: User contacted to request hardware STEPS: Advise user to raise a hardware request in myITcorner https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=b8eef594dbcb4050459b890b0696192f LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
eApps - Why Tank level is not same as actual level in myGas
English
hezharjoyo.kaluny@as.corp.airliquide.com
17
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:30:59
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
5
2025-05-29 3:42:30
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Tank level is not same as actual level in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. BEFORE YOU START: Make sure BLAC DB is updated with the correct last reading taken from BRIO. Once BLAC is updated with last reading value, in one hour time it will interface to myGAS. STEPS: Follow the steps below to check the bulk level details: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Bulk Levels to see the tank level details. Use the following query to check tank level: SELECT * FROM [CP].[VESSEL_TANK_LEVEL] WHERE DP_VESSEL_ID='#VESSEL_ID#' SELECT * FROM CP.VESSEL WHERE CUST_NO=#CUST_NO# AND DP_VESSEL_ID=#DP_VESSEL_ID# LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
actual, actual level, airliquide, com, corp, deepak, eapps, english, hasani-sc, hezharjoyo, kaluny@as, level, mygas, not, not same, same, tank, tank level, why
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KB0025807
BTS - Meridian Explorer - Access
English
hezharjoyo.kaluny@as.corp.airliquide.com
193
Paul VON BURG
Uncategorized
Published
2025-08-04 8:22:33
4
GIO Service Desk
NaN
#########
NaN
BAM - Primary Production
NaN
NaN
NaN
55
2025-08-04 8:22:13
#########
NaN
BEU-LI AP-MERIDIAN
REGION:AME ENTITY:BIS AMER SYMPTOMS: The following article describes how to get access to the Meridian Explorer Application in the Americas. BEFORE YOU START: Meridian Explorer is a web-based application which is divided into three user interfaces: Meridian ExplorerBrowse, search and redline drawings (DWG and compound (DWG/TIF) type files). Official registered users have access. Bookmark this link.Meridian PowerView and edit project documents in a workflow. Assigned Power-users can view redlines and comments and have the option to edit particular document(s) depending on their role within the system. This module is accessible for registered subject matter experts, design authorities, project managers, plant managers, plant engineers, project engineers and zone engineers. Bookmark this link.Meridian Portal - (Only for project managers and contractors)This module is used for document distribution to/from external users. It is open to project managers, project engineers, zone engineers and contractors who have been given access. Bookmark this link. The application is accessed through the links above User needs to have been added to the appropriate AD groupUser needs to be on the Air Liquide VPNUser needs to have all prerequisite software (application drivers) installed on their machine -> Meridian LI NAM Meridian PrerequisiteA different option to connect to Meridian is to go to the KITE website and search for the links Meridian NAM: STEPS: Users who need access will need to send a request to Mamta Kanade who will add the user to the AD Group per the title of the user within the organization. BIS-AMERICAS_SGU_MERIDIAN TitleEXPVWR_PPVWR_PPM_PDRFT_PSME_PADM_PITADM_PALLEX X O O ALLEX Engineer X CI-Am - Project Manager X* Compliance/Risk Manager X Control Systems Engineer X Corporate TechnologyExpert Manager X X Drafter X X E&C - Project Manager X* Efficiency Manager X Electrical Engineer X O O O HV Technician X IT Personnel XMaintenance Planner X OCC/LEAD Center X Plant Engineer X X X Plant Manager X X X Process Engineer X Production Tech X Project Engineer X X X Project Manager X X X Reliability Engineer X SIO Manager X SME/DA Specialist X O O X Specifically requestedMeridian Champions X X X X X X Zone Engineer X X X X = Required O = Optional (specific approval from ADM) *Only E&C and CI-Am members who have special approval from the Meridian Administrator (Paul von Burg) are allowed access. E&C is on domain ALFRGIS If unable to access or requires additional rights, have the user contact the application administrators listed below: Meridian Administrators Paul von Burg - paul.vonburg@airliquide.com Mamta Kanade - mamta.kanade@airliquide.com USER TO COMPLETE AFTER REQUESTING ACCESS: Complete Meridian CBTs in LMSFollow Meridian work instruction 2-LI-QUA-0004-W for specific instructionsOther Document Control / Drafting Procedures 2-LI-QUA-0001-P, 0002-S, 0002-F, 0003-P, 0005-P, 0006-W, 0007-PIn case of additional questions or comments: GForm: Meridian support request LOGGING CATEGORISATION: Business service: BAM - Primary Production Configuration item: Meridian EDMS - AMER - PROD Category: Application Subcategory: Account and Password Resolution Notes: Assisted user to get access to Meridian TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, ame, americas, application, aspx, bcenterprise, bts, burg, com, corp, driver, english, explorer, hezharjoyo, home, http, integration, kaluny@as, meridian, meridian explorer - support model ame americas meridian explorer power portal meridian us prod application software driver integration access\n sana sana-edmsdp02 sana-sana-edmsap03\n http://sana-edmsdp02/bcenterprise/home.aspx\n http://sana-edmsap03/meridian/start, model, paul, portal, power, prod, sana, sana-edmsap03, sana-edmsdp02, sana-sana-edmsap03, software, start, support, us, von
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KB0016697
Network - unstable connection to Ivanti - IPV6 Adapters
English
hezharjoyo.kaluny@as.corp.airliquide.com
382
Ryan STAMPER
Network / Connectivity
Published
2025-07-02 9:06:57
4
GIO Service Desk
NaN
#########
4.00
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
61
2025-07-02 9:04:39
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User reports that they have an unstable connection on Ivanti Secure Their performance is extremely poor but their internet connectivity when disconnecting from Ivanti Secure is normal POSSIBLE CAUSES: IPv6 has been shown to cause disconnects and very poor performance when connected to the North American gateways. BEFORE YOU START: Verify if "IPv6 enabled" is checked. This would affect Ivanti Secure performance for North America. You will need the user to disconnect from Ivanti Secure during troubleshooting. Make sure to let them know and be ready to guide them where needed. STEPS: First have the user connect to Ivanti Secure and remote into the computer Open the Control Panel Select Network and Sharing Center Click Change adapter settings Right-click on the applicable connection (most will be WiFi, but maybe they have a home LAN, just check the active connection) and select PropertiesThis will ask for admin rights Uncheck the box for Internet Protocol Version 6 (TCP/IPv6) and have the user disconnect from Ivanti Secure without doing anything else Once disconnected, ask the user to click OK but Do Not Close the change adapter settings window. Ask the user to connect to Ivanti Secure - North Americas.Remote back into the user's computer.A new network adapter will show up called Ivanti Secure. Right-click on this adapter and select PropertiesThis will ask for admin rightsUncheck the box for Internet Protocol Version 6 (TCP/IPv6) and have the user disconnect from Ivanti Secure without doing anything else Once disconnected, ask the user to click OK and close all windows.The user should now have fast, stable connectivity LOGGING CATEGORISATION: Use template: GLOBAL - SRA (PULSE) - ISSUE Business service: GIO - SEC - Secure Remote Access Category: Network Subcategory: Service Degradation Resolution Notes: Assisted user improving the speed of his connection via IVANTI TICKET TYPE: Incident ARTICLE TYPE: FCR > If unable to resolve, assign to the appropriate local support
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user is calling, they are unable to access due outdated version. BEFORE YOU START: Please check with the user on what version they are using before installing the new update. STEPS: Remote into users machine, install the new version using your ADM account. Below is the link to get the updated version. For BLAC, please refer to this link- https://drive.google.com/drive/folders/17Pok3Ba20r4jSzxLu02zExYHitLihEju In case of the installation failed, please assign the ticket to the GIO-EUS-SD-APAC-L1.5 Team LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Installation / Deployment Resolution notes: Service Desk will remote into users PC and install the latest update. TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User has a functional/account issue regarding Smartour application. Information required for incidents are: User: Taskfield: Trip planning ID: Delivery date: Citrix server: Description of the issue: STEPS: Create an incident and assign it to the support team. LOGGING CATEGORISATION: Business service: Cylinder Transport Optimisation Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BEU-CYL-SUPPLY CHAIN CROSS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2 [CROSS/SMT - Issues] - Incident creation
NTT portal - how to create account for Service Desk [Service Desk internal]
English
hezharjoyo.kaluny@as.corp.airliquide.com
20
Emmanuel DELORT
Uncategorized
Published
2025-01-09 17:39:09
5
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
0
2025-01-06 3:47:50
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:EUROPE ENTITY:GIO SYMPTOMS: Service Desk agent needs access to manage telephony plans for office telephony on the NTT portal. BEFORE YOU START: You need to have full admin rights to be able to create new users. STEPS: 1. Go to https://portal.global.ntt/l/home/common2. Click on the Menu icon, the look for User management - Access Management and click on it. 3. In the Access Management menu, go to Users.4. Click on Add user. 5. Fill out the details according to the screenshot. Very important to select Invite to AAD!6. Click on Add user. 7. Go back to Access Management - Users menu and look for the analyst. Go to their Profile and scroll to Edit users groups. 8. In Edit users groups, add the groups Full Access and Service Desk - EMEA, then click on Update groups. ARTICLE TYPE: Process TEAM: L1
REGION:AMER ENTITY:BIS AMER SYMPTOMS: User is reporting issues with faxes, unable to send or receive. BEFORE YOU START: Fax issues are out of service desk scope, and incidents must be assigned to the support team described below, however all tickets must be properly documented and with all the information that the support team needs. STEPS: 1.- Create an incident and give a detailed description of the issue that user is presenting. 2.- Gather always next information: Fax numberWhen did it stop working?Were there any changes made? (moved your physical fax to another area, etc)Is it a physical fax machine or virtaul fax (RingCentral, etc)Can user receive faxes?When you dial this fax number, what answer you get?Who is the site contact if a tech to be sent out?What are the office hours? 3.- Assign the ticket as per logging categorization below. LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Category: Network Subcategory: Service Degradation Assignment group: GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Downloaded CSV files from reports generated in Oracle becoming garbled fonts. POSSIBLE CAUSES: Due to encoding issue of the contents of the CSV file that might use East Asia language (i.e Japanese/Korean/etc.) BEFORE YOU START: Download the file to the local PC STEPS: Right click the csv file and select open with> Select Notepad As the file opened in Notepad, go to File > Save As..in the Save As window, change the encoding from UTF-8 to ANSIChange file type from Text file to All. Make sure the file name will have .csv suffix (can rename to another csv file to distinguish with the original file with issue_ Open the file again from Excel and confirm it is working now. Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS APAC Category: Application Subcategory: Support / Assistance Assignment group (if not L1):GIO-EUS-SD-APAC-L1.5 Resolution Notes: Guide user to open the csv file in notepad, select Save As, change encoding from UTF8 to ANSI and save to csv before trying to open the new file in Excel. TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1/L1.5
REGION:AME ENTITY:BIS AMER SYMPTOMS: User is contacting us in regards to the Titan application BEFORE YOU START: Application is found in the Air Liquide website and Kite Corner. URL can be found in the WebApps by searching for Titan: http://172.20.152.18/fmi/webd/Titan If the link is changed, this is where we would find the new link STEPS: Any related issues or requests: Assist with basic troubleshooting or with locating the applicationIf not resolved, provide the support contact information to the user. For issues with the link, see KB0019746 Close the ticket as informational Support Contact: Pam CONNOR pam.connor@airliquide.com LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Redirected user to support contact TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
KB003419 COUNTRY/REGION:AME ENTITY:BIS AMER SYMPTOMS: The following article describes de Prisma AWS Configuration Alerts support model. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Prisma is an open-source ORM for Node. js and TypeScript. It is used as an alternative to writing plain SQL or ORMs. Prisma is for AWS configuration alerts. STEPS: If a user is reporting any issues with AWS incidents related to configuration or Prisma configuration alerts Create an INC Gather as much information as possible Route the ticket to GIO-CS-AMER-COMMAND_CENTER-L1 LOGGING CATEGORISATION: Ticket template to be used: AME - Server - Issue / Request Business service: GIO-CS-AMER-Operations Configuration item: Server Name Situation: Performance issue [Incident] Assignment group (if not L1): GIO-CS-AMER-COMMAND_CENTER-L1 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: Apss
Gideons - Direct soft reminder not showing a customer
English
hezharjoyo.kaluny@as.corp.airliquide.com
7
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 8:47:35
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
5
2025-08-11 8:46:46
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Direct soft reminder not showing a customer. STEPS: 1) Check if the (OS_TOTAL - OS_CURRENT) > 0 for the given customer, if not, the data will not show in screen to send reminder letter SELECT * FROM ATB_BALANCE WHERE ACCOUNT_NO = 'ACC123' AND OS_TOTAL - OS_CURRENT) > 0 2) Check the COLLECTION_LETTER table when was the last reminder letter sent. There should be 14 days gap between soft reminder and direct reminder. 3) Check what type of reminder letter was last sent in COLLECTION_LETTER table, you cannot repeat same type of reminder letter again until the customer pays back. For example, if DS (Direct Soft) is sent you cannot send Direct Soft again so the screen will not show the data under Direct Soft category until the customer pays back and reset SELECT * FROM COLLECTION_LETTER WHERE ACCOUNT_NO = 'ACC123' LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug/Defect [Incident] Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User is facing a Broadcasting issue in Comeen Application Application link : https://accounts.comeen.io/login?redirect_to=https://my.comeen.io/ STEPS: Create an incident and assign it to GIO-EUS-GOPS-CWS-DS-L3 Screenshot is mandatory. LOGGING CATEGORISATION: Business service: GIO - EUS - CWS - Digital Signage Configuration item: COMEEN - PROD Category: Application Subcategory: Data issue Assignment group (if not L1): GIO-EUS-GOPS-CWS-DS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Application related issues/requests inside the server/devbox
English
hezharjoyo.kaluny@as.corp.airliquide.com
73
NaN
Uncategorized
Published
2025-08-05 9:17:22
4
GIO Service Desk
NaN
#########
NaN
GIO-CS-Cloud Managed
NaN
NaN
NaN
13
2025-08-05 9:11:40
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: The user is having issues related to application (ticket INC1668531) or user requests to install a certain software in devbox (ticket INC1692758) STEPS: - Advise the users to liaise with their Air Liquide manager/team members/local IT internally for further assistance as the AWS Server Team (CLOUDAWS-L2) is not managing any issues/requests for software installation/license renewal in the Devbox environment/virtual machines/remote desktop connection (RDP).- The ticket should be cancelled. LOGGING CATEGORISATION: Business service: GIO-CS-Cloud Managed Configuration item: AP-P-10-BAP-COE-PROD Category: Cloud Infrastructure Subcategory: Support/Assistance Resolution Notes: Advise user to liaise with Air Liquide manager/team members/local IT internally TICKET TYPE:Incident ARTICLE TYPE:FCR TEAM:L1
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: Users wants to have some information about application or data (info about backups, development date, backlog, pending tickets) STEPS: Assign request to BEC-eNCR-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - eNCR Configuration item: eNCR - PROD Category: Application Subcategory: Support / Assistance Assignment group: BEC-eNCR-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: In CARM previously users have more than one oracle access refer screenshot below. This user has multi oracle accesses base on entity and refer screenshot below. POSSIBLE CAUSES: Users need one more oracle access need added in CARM STEPS: 1. Check at CARM users have more than oracle access or not. If users have more than one access and collect information which entity needs to create oracle access. For example, for one more Oracle access: The Oracle APAC account "ALPHI_JOHNNY.YEO" 2. Please attached CARM screenshot send to GIO-SEC-CARM-L2 LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-SEC-CARM-L2
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: User report that Laptop wifi will auto disconnect. User is using HP EliteBook 840 G3 Notebook POSSIBLE CAUSES: Due to system update cause the driver conflict. STEPS: - Go to \\as-cn-fs01\public\software\appsoft\Pc drive for HP - File name: HP840 G3 HotKey.exe - Copy the file to user PC and assist to install LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only Windows Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: Service desk will guide the user install the hotkey to users PC TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Oracle Gideons Journal does not interface to Payable Invoice
English
hezharjoyo.kaluny@as.corp.airliquide.com
195
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:31
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
207
2025-08-20 10:42:38
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Journal has been raised and interfaced from Gideons to Oracle but Account Payables team unable to search/view in Oracle Payables Invoice. For example Journal K65207 has been created and interfaced from Gideons: Oracle Gideons Journal does not interface to Payable Invoice (APAC) [L1.5 Scope] POSSIBLE CAUSES: The root cause for Journal not interfaced to Oracle because the supplier does not exist in Oracle. BEFORE YOU START: Require access to Oracle SQL developer and Oracle Payables Invoice. STEPS: 1. Search the mentioned Gideons Journal number in Oracle Payables Invoice for confirmation. 2. As the Invoice not available in Oracle Payables Invoice, run query in Oracle SQL developer for the interface record: 3. From the result shows that: Invoice error description: |Invalid Supplier or Supplier Site for Supplier Number Supplier site error description: -- No supplier with supplier name ORA-01403: no data found Supplier no: EMW00006 Supplier name: EMPIRE WELDING SERVICES PTY LTD ==> not found in Oracle 4. Advise user to raise request to create the mentioned supplier and site creation under Supplier Life Management (SLM) application, normally only procurement or finance team can submit the request. The ticket can close after that. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Gideons - Order (Standard, Suspect) the option to Confirm the DO doesn't appear for a Customer
English
hezharjoyo.kaluny@as.corp.airliquide.com
34
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:02
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
17
2025-07-02 8:31:58
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: For Order (Standard, Suspect) the option to Confirm the DO doesn't appear for a Customer in Gideons Lite. STEPS: 1. Check whether the Entity (Company) associated with the Customer has been marked as "SMARTDROP_ENABLED" as "Y" Run following Query in Lite DB: SELECT * FROM GDL.SMARTDROP_ENABLED_ENTITY If SMARTDROP_ENABLED = 'Y' then only the Lite application behavior will support SMARTDROP 2. If not, then raise a ticket for Hub IT to configure SMARTDROP_ENABLED as YES ("Y") for the Entity LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
BTS QUEST/BRAVO - Consolidation screen not showing any data for a certain date
English
hezharjoyo.kaluny@as.corp.airliquide.com
44
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-09-29 14:33:36
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
32
2025-09-23 6:03:37
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Consolidation screen not showing any data for a certain date Example: For below Shipping company, Kanto Marues - HIMEJI (Depot code 003) is not showing data for 2021/10/21 at the consolidation window. In the trip search (left) window , we can see the trips on the date compared to the consolidation window (right). POSSIBLE CAUSES: Bug by the Bravo/Quest system BEFORE YOU START: Check if you can search trips on other dates. STEPS: Solution: In Consolidation screen, search by the driver's code , instead of the Depot Code Example: LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration Item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: Service Desk will guide the user to update certificate TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
MyInstallation Global - Functional Issue for ALCH and Japan Region
English
hezharjoyo.kaluny@as.corp.airliquide.com
60
NaN
Uncategorized
Published
2025-05-27 5:10:25
3
GIO Service Desk
NaN
#########
NaN
ALZ - Remote Asset
NaN
NaN
NaN
2
2025-05-27 5:10:01
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: ALCH & Japan ENTITY: BIS - APAC SYMPTOMS: MyInstallation Global or formerly CWP is a web portal designed to help streamline the customer experience, improve transparency, and facilitate efficient interactions between Air Liquide and their customer. It can help business manage their gas requirements more effectively, ensuring a steady and reliable supply of gases critical to their operations. MyInstallation Global will be go-live on June 9, 2025, for the ALCH and Japan regions. MyInstallation URLs: Japan: https://myinstallations.airliquide.com/japan/ ALCH: https://myInstallations.airliquide.com/china/ POSSIBLE CAUSES: Users from both the ALCH and Japan regions are experiencing issues with the MyInstallation web application. Such as: functionality problem, feature-related issues, password reset issue and other concerns. BEFORE YOU START: Since MyInstallation web application is used for user to check data, there is no impact to key process like invoice, delivery and others. Therefore, the highest priority for this issue is P3. STEPS: Please collect all relevant information regarding the issues currently faced by the user and assign the ticket to ALZ-AP-GCS-Remote Assets-L2 LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: myInstallations Global (CWP) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): ALZ-AP-GCS-Remote Assets-L2 ARTICLE TYPE: Assignment TEAM: ALZ-AP-GCS-Remote Assets-L2
airliquide, alch, china, com, corp, english, functional, global, hezharjoyo, japan, kaluny@as, myinstallation, myinstallation alch, myinstallation china, myinstallation functional issue, myinstallation global, myinstallation global - functional issue for alch and japan region, myinstallation japan, region
NaN
KB0039571
Gideons - Unable to save cylinder data error
English
hezharjoyo.kaluny@as.corp.airliquide.com
49
Xinying CHENG-SC
Uncategorized
Published
2025-07-30 5:52:49
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
36
2025-07-02 9:07:44
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is getting an error when trying to modify and save cylinder data : "Operation Failed. Please contact the administrator." BEFORE YOU START: Check on the Last Valve test date and next valve test date. The data type of date is set as small date time which ranges from 1900-01-01 to 2079-06-06. STEPS: 1. If Last Valve test date and next valve test date are not dates in between 1900-01-01 to 2079-06-06 , modified it to date in between <1900-01-01 to 2079-06-06 >. By correcting these , the cylinder can be saved successfully. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability Resolution Notes: Guide user to modify Last Valve test date and next valve test date. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
GIDEONS - Cannot create Online Single Invoice in Gideons web
English
hezharjoyo.kaluny@as.corp.airliquide.com
326
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-09-08 5:46:26
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
891
2025-09-08 5:46:00
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Cannot create Online Single Invoice in Gideons web. The Online Single Invoice button is greyed off. POSSIBLE CAUSES: 1) Customer invoice frequency is not Daily. Advised customer that Online Singe Invoicing can only be done for Daily customers. For weekly or monthly frequency, the customer has to wait for the weekly or monthly invoice processing. 2) Invoice was generated before month end closed. Month Ref is still in previous month and invoice delivery date in current month. Advise user to wait until month end is closed and month_ref is updated as current month. STEPS: Ensure the customer invoice frequency setting = Daily 1) Check parent customer invoice frequency setting by SQL: SELECT INV_FREQ, * FROM PARENT_CUSTOMER WHERE CUST_NO = 'ZIC158' 2) Check parent customer invoice frequency setting by front screen: 3) Check the delivery date and month_ref for the invoice. MONTH_REF => DEL_DATE. In this case, for this DO the MONTHREF is 202108 and the DEL_DATE is in 202109. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
ahmad, airliquide, binti, cannot create online single invoice in gideons web, com, corp, create, create invoice, dayana, english, generate, generate invoice, gideon, gideons, hezharjoyo, invoice, kaluny@as, online, rawi-sc, single, web
NaN
KB0018964
SD Procedure - Handling ticket creation requests for IT Peer Groups
English
hezharjoyo.kaluny@as.corp.airliquide.com
38
Jeff SCOTT
Uncategorized
Published
2025-07-30 12:28:56
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
45
2024-12-02 4:53:01
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Tickets submitted via myITCorner or by contacting the Service Desk requesting to create and/or route on behalf to another peer team Web tickets with phrases similar to "John already knows about this" or "please assign to this queue" BEFORE YOU START: SCOPE OF PROCEDURE: Assign to other groupsAssign to their queuesAct as liaison communicator to update their tickets NOTE: Any discrepancies that may contradict this procedure must be escalated to Service Desk Manager, Operations Manager, Service Delivery Manager or Team Lead 1. Identify requestor In self-service tickets: Check who it was Opened ByIn calls or chats: Check who is contacting you (Requested by) 2. Identify if the requestor is part of an IT Peer Group: Search for them in ServiceNowClick on their Username to see the detailsScroll to the Groups tab, and see what groups they are part of 3. If they are part of an Assignment Group, this process applies to them Most assignment groups start with GIO or BAM, check with your SD2 or TL if in doubt 4. Check if the user has the Service Desk role, it will also be in the Groups tab as: SERVICE_DESK_TECHNICIAN_ROLE If they already have the role: Offer assistance to guide the user in opening their own ticket or routingIf they don't have the role: First time do it for the user, advise you won't do it next time and provide the training communication so they can request the role If the IT Peer has already been provided this information but insists on having you create or route his ticket on his behalf, check with your SD2 or TL - and keep the user on the line if this is via phone. If the End User is the one contacting, instead of the IT Peer; offer assistance, if the end user insist in having the ticket routed, note in the ticket and route accordingly. If the end user opens a ticket indicating it was already resolved/completed by another team, kindly informed the user that the IT technicians can open their own tickets and that the ticket will be closed. If user insist, asked them to have the IT technician contact the Service Desk for training or clarification. STEPS: 1. Notify Requestor via email with the following text: With reference to ticket [number] to create an adhoc or incident ticket on behalf of your attention. This request will be closed as training communication. We recommend End User to request and submit Service Desk Role through CARM in order to allow to create ADHOC or INC tickets. Here is the training material being provided for your convenience: 1.- Open your browser and go to: homepage in Agent Workspace 2.- Select Create New Intake 3.- Click Templates 4. Look for GLOBAL - Other Requests - (ADHOC) 5. - Type Requested by and for information - Type Short Description - Add Description - Select your Business Service NOTE: BAM Groups must select BAM Business Services GIO Groups must select GIO Business Services - Select Situation [Adhoc] or [Incident] - Select Next (your ticket will now be an Adhoc or Incident) - Assign to your group assignment - Assign ticket to yourself or peer - Save LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Other Requests - (ADHOC) --> in case the user is not from IT and requests to route the ticket to a specific resolver teamGLOBAL - CARM - Request --> in case the user is from an IT group and needs to be able to open AdHocs and Incidents directly to other resolver teams Business service: Depending on situation Situation: depending on the reported issue Resolution Notes: Redirect user to CARM to request "Service Desk" role in order to be able to directly open AdHoc or Incident tickets for resolver groups. TICKET TYPE: Adhoc or Incident ARTICLE TYPE: Process TEAM: L1
Service Now - Unable to set a fields value in a ticket
English
hezharjoyo.kaluny@as.corp.airliquide.com
109
Laurence AZERRAD
Uncategorized
Published
2025-07-30 11:08:57
5
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
33
2025-02-03 3:31:23
#########
NaN
GIO-PCI-ITSM-Global Process Manager
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to modify or progress a ticket. The field is empty and greyed out in an incident or adhoc: cant be modified; field required for saving the ticket or progressing to the next stage of the workflow e.g. unable to set any Assignment group. POSSIBLE CAUSES: Field is empty and greyed out: Field may not have been populated previously due to an issue with the automated workflow and/or issue with Service Now role permissions. BEFORE YOU START: Depending on the issue, affected tickets (e.g. My IT Corner requests) may have to be re-submitted to be completed. STEPS: Assign to the Service Now team so they can assist.Make sure to report the issue to your leadership. Create a web ticket Go to My IT Corner - Get Service Desk Assistance - Open a ticketWho has an issue - Keep it as it is (Your user name).Phone number: N/AWhat is your issue about: I dont knowYour urgency: 3 - Low impact on work environmentAdd a brief description of the issue on both fields below "Briefly describe your issue" and "You can add more details here" Click on SubmitOnce the page finishes loading, copy the intake number (TKT) Open it in ServiceNowProcess the intake into a ticket as follows Remember to apply the corresponding templateInsert on the Description: Empty field can't be modified: incident ticket to report the issue Use Assignment override to prevent misroutingClick on Next The requested action will have been completed once the ticket is closed. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - MMS - Issue Business service: GIO - PCI - ITSMaaS Situation: Bug/Defect [Incident] Assignment group: GIO-ITSM DXC Third Party Maintenance Team TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, azerrad, com, corp, empty, english, field, field empty and greyed out, field greyed out, flow, greyed, greyed out, hezharjoyo, kaluny@as, laurence, now, out, service, service now workflow issue, servicenow, set, snow, stuck, ticket, ticket flow, ticket workflow issue, unable, value, workflow
NaN
KB0020646
SAGE - Software Installation
English
hezharjoyo.kaluny@as.corp.airliquide.com
19
Hamza ELHADJALI
Uncategorized
Published
2025-06-18 4:37:36
4
GIO Service Desk
NaN
#########
NaN
BAMEI-Morocco-Local Business Applications
NaN
NaN
NaN
3
2025-06-18 4:37:22
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:Tunisia/Morocco ENTITY:BIS AMEI SYMPTOMS: User reaching out for SAGE installation over the PC . BEFORE YOU START: User needs to raise 2 request: 1. MY IT Corner request for account creation: Local Applications (Morocco Apps) 2. MY IT Corner request : Non standard software installation request - KB0012053 STEPS: - remote control over the user's PC , link to be opened and software needs to be downloaded via this link , and launched as administrator https://drive.google.com/drive/u/0/folders/1sQLNmDOIXHrTIDgcqK3W4YMxN-g15zqP After opening this page, choose SAGE domain Once done open the administration console : Right click on it To create the client station for the user Here you need to type in the SQL base login and password Choose the path to run the application and complete the operation On a user machine, you must run as administrator: You'll receive once doing so : Create a folder in drive C with the name Sage ligne1000 to install client station : After click on install > After this operation you have to go to the create folder to make a shortcut to desktop: Once done , double click on the shortcut : AL domain needs to be chosen : If it is a Treasury user, it must be kept or a reconciliation user must be changed to ALM / Rappro: In case of an issue during the installation, follow KB0049756. LOGGING CATEGORISATION: Business service: BAMEI-Morocco-Local Business Applications or BAMEI-Tunisia-Local Business Applications Configuration item: SAGE TRESORERIE - PROD or SAGE PAIE Morocco - PROD Situation: Non cataloged request [Ad Hoc Request] Resolution Notes: SAGE application was installed TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
Interactive Services Dialog Detection Pop Up Window
English
hezharjoyo.kaluny@as.corp.airliquide.com
7
Maik GERHARDS
Uncategorized
Published
2025-07-30 11:34:27
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
2
2025-02-10 5:06:24
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User keeps getting Interactive Services Dialog Detection pop up window. ERROR MESSAGE: SOLUTION: Disable the service. DETAILS: 1. Open Control Panel 2. Double click Administrative Services Or 'Administrative Tools' 3. Double-click Services 4. Right click - Interactive Services 5. Select Stop or 'Start' 6. Right click - select Properties 7. In Startup type select Disable or 'Automatic' to stop or start the service permanently. 8. Click OK For Windows 8 or Windows 10 you will first need to edit a registry setting before starting this service. Set this key in the registry to zero. HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Windows\NoInteractiveServices = 0 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Situation: OS - Performance [Incident] TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
MAXIMO - Request a new access or additional rights
English
hezharjoyo.kaluny@as.corp.airliquide.com
191
Vincent CAO
Uncategorized
Published
2025-09-03 4:06:13
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
162
2025-09-03 4:05:22
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User calls that he/she needs access to Maximo or request additional rights in MAXIMO: MOC, CREDIT, REACT, PRELI, SHIFT, AMELIE STEPS: 1. 2. 3. 4. 5. 6. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
access, additional, airliquide, amelie, cao, com, corner, corp, credit, english, hezharjoyo, kaluny@as, maximo, moc, my, my it corner, new, preli, react, request, rights, shift, vincent
NaN
KB0018292
BLAC - Enable/Disable OBC Trip/Stop Creation
English
hezharjoyo.kaluny@as.corp.airliquide.com
11
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:43
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
5
2025-06-17 9:50:54
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Enable/Disable OBC Trip/Stop Creation STEPS: Follow the steps below to enable/Disable OBC Trip / Stop Creation: 1. For Trip Creation, search data table obc parameter for CREATE TRIP parameter 2. Set the parameter value to true SELECT * FROM OBC.PARAMETER WHERE PARAMETER_DESCR = 'CREATE_TRIP_REQUIRED' 3. For Stop creation, search data table for obc parameter CREATE STOP parameter 4. set the parameter value to true. SELECT * FROM OBC.PARAMETER WHERE PARAMETER_DESCR = 'TRIP_STOP_CANCEL_REQUIRED' LOGGING CATEGORISATION: Business service: BAP - HUB BLAC - OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Google Chrome issue - Sound for this tab is turned off
English
hezharjoyo.kaluny@as.corp.airliquide.com
45
Olivier PIRZ
Uncategorized
Published
2025-07-30 6:11:04
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
5
2025-06-11 10:56:08
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Sound for google tabs is turned off / Le son de cet onglet est désactivé STEPS: Change the default sound permissions on your computer:Open Chrome.At the top right, click More. Settings.Click Privacy & Security Site Settings, then choose Sound.Choose the option you want to use as default. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Kite/Google - assistance Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user to turn on sound for videos. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, assistance, cet, chrome, com, corp, de, desactive, english, est, google, google assistance, google video sound, hezharjoyo, kaluny@as, le, le son de cet onglet est désactivé, off, olivier, onglet, pirz, son, sound, sound for this tab is turned off, tab, turned, video
NaN
KB0041720
Comeen Play - associate a new screen
English
hezharjoyo.kaluny@as.corp.airliquide.com
35
Arnaud HENRI-SC
Uncategorized
Published
2025-09-29 14:34:45
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - CWS - Digital Signage
NaN
NaN
NaN
6
2025-08-25 4:40:06
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance on how to activate a new screen for Comeen Play. BEFORE YOU START: The Chromebox needs to be enrolled to airliquide.com domain before be associated to ComeenPlay as per KB0041719Have permissions to associate a new screen from the "Digital Signage - Order a license" request as per KB0020616 STEPS: 1. In order to associate a new screen, connect the player with the Comeen Play application (Chromebox). If the network is well configured, user will see this screen: 2. Go to the Displays page of your space (via the menu on the left) then Click on the "Associate a Player" button 3. Now enter the code that appears on the player screen: 4. Input screen details: 5. The screen is now associated with this player and it is ready to broadcast user's playlists LOGGING CATEGORISATION: Business service: GIO - EUS - CWS - Digital Signage Configuration item: Hostname of Chromebox Category: Devices Subcategory: Support / Assistance Resolution Notes: Assisted user with associating a new screen to Comeen Play.
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: HT data waiting for mapping or HT data is missing BEFORE YOU START: Open Quest > Actual Data Confirmation > Consolidation STEPS: Add existing trip [Consolidation screen] There are unjointed DT data and corresponding unjointed HT data = HT / data waiting for mapping. Confirm that, and double-click the DT data you want to consolidate in the DT / HT / Data / Mapping fields. [Digital tacho consolidate screen] Click "Add existing trip". [Trip search screen] Search for HT data and select the data you want to combine. *If the time is different between the two, an error message will be displayed. Click OK. *[Modify trip screen] Refer to the modify trip procedure manual, modify trips and stops, and save. In the case of manual consolidation, the odometer value will not be entered, so make sure to enter it. Click on Save icon. The manual join is complete. Add New Trip [Digital tacho consolidation screen] Click "Add new trip". [Trip screen] Enter the content on the blank trip screen. Refer to the modify trip procedure manual. Outgoing base / returning base: Open the base search screen from the magnifying glass mark and search by base code or base name.Product type / Product name: Select from the list.Trailer, tractor: When you open the search screen, a list of vehicles available depending on the base / product you entered can be seen, so select a vehicle.After completing the "Trip information" field, press the save button on the upper left. Attention: If the following error message appears, the same driver / vehicle trip already exists at the same date and time. Most likely, due to a failed HT terminal upload, the original trip plan remains in the re-planning tool and is duplicated with the newly created daily report of the same content. If this message appears when uploading fails and you create a new one, cancel the corresponding plan from the plan change tool and try creating a new daily report again. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to do manual consolidation. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Can't find Customer in unmapping. POSSIBLE CAUSES: Customer not available in dbo.AGENT_CUSTOMERS table or dbo.CUSTOMER table. STEPS: 1. Check Agent customer in dbo.AGENT_CUSTOMERS SELECT * FROM dbo.AGENT_CUSTOMERS WHERE AGENT_NO =#AGENT_NO# AND CUST_NO = #CUST_NO# 2. Check customer in dbo.CUSTOMER SELECT * FROM dbo.CUSTOMER WHERE CUST_NO = #CUST_NO# LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Configuration item: eApplication - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Logitech Room Booking (previously known as Meetio)
English
hezharjoyo.kaluny@as.corp.airliquide.com
75
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-07-29 14:57:03
10
myITcorner
NaN
#########
NaN
Meeting Room Mgt
NaN
NaN
NaN
0
2024-11-27 10:14:17
#########
NaN
GIO-EUS-GOPS-DWP-L2
About: Logitech Room Booking (previously known as Meetio) is a streamline meeting room management and helps employees book rooms with Logitechs easy-to-use room booking solution, designed for Tap Scheduler (the display tablet). It connects to your room calendars and all information is synchronized between the Google Calendar and the Logitech tablet. How it looks like: There are 3 screen colors that will appear and it indicates: Green - AvailableThe room is free - go ahead and make your reservation. Yellow Soon to be occupiedThe room will soon be occupied. If its your reservation you can check-in your meeting. Red Ongoing meetingThe room is busy - meeting in progress! How to book: Directly from the tablet Just click the Book room action button and the room is yours and no longer available for others to book From Loop Go to https://loop.airliquide.com/ and go to Meeting Rooms Select the available room and duration that you want to book and the booking made will be synchronized with the resource calendar From Google Calendar This is only feasible for those who have direct access to the room itself (eg: Room manager, on site support, etc..) Select the room, choose the timing and the booking made will be synchronized with the resource calendar How to manage: Booked room (red)The ongoing meeting can be either extended or ended, or you can schedule a meeting for later. If the meeting ends before its scheduled ending, you can free up the room for your colleagues by hitting End now. If you need more time in a meeting, choose one of the two extension options. The meeting time is extended both on the tablet and in the room resource calendar. Check in upcoming meeting: Soon to be occupied room (yellow)If you made a reservation from your own Google calendar / Loop, you will need to click check in to confirm that you actually use the room for the meeting. This way any bookings where the meeting for some reason does not occur are removed and the room is freed up for someone else to use. In the beginning of your meeting, just press Check in and confirm that you are the meeting organizer/participants. _____________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
airliquide, book, booking, booking meeting room, com, corp, english, hezhar, hezharjoyo, how, how to book a meeting room, how to room booking, joyo, kaluny-sc, kaluny@as, known, logitech, logitech room booking, meeting, meetio, previously, room, room booking
NaN
KB0051772
GideonsWeb - User unable to login to GideonsWeb - 2.
English
hezharjoyo.kaluny@as.corp.airliquide.com
55
Pawel WANDAS
Uncategorized
Published
2025-08-20 9:22:43
4
GIO Service Desk
NaN
#########
NaN
EE Customer & Distributor Data Management and Invoicing
NaN
NaN
NaN
20
2025-08-20 9:22:26
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:BG, RO, TUR ENTITY:ALL SYMPTOMS: User is unable to login to Gideons with SSO. STEPS: Ask the user to change Windows password. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: EE Customer & Distributor Data Management and Invoicing Configuration item: GIDEONS - Europe - PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-EUS-SD-GIDEONS-L1.5 Resolution Notes: change Windows password TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
OBC - EDN is not getting posted to Customers in General
English
hezharjoyo.kaluny@as.corp.airliquide.com
82
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:12:27
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
15
2025-06-02 12:04:19
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: EDN is not getting posted to Customers in General. POSSIBLE CAUSES: 1. Email option may not be checked. 2. Incorrect email. STEPS: 1. Go to Installation screen. 2. Click Delivery Point. 3. Check whether Email option is checked for Delivery Order Management section. 4. Verify valid email contact is entered Contact Details screen as shown below:. 5. For L1.5 team member, please check the email log using the following query,Select * from OBC.Email_log where DOC_NO='XXX' Note: If still same issue exists, contact the HubIT to investigate further. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC - OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: User is facing a functional issue within R12 Oracle application in EU STEPS: Create an incident and assign it to CGI-FICO LI Screenshot is mandatory. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: GIO-CS-EUR-Managed Apps Oracle Configuration item: PLATFORM ADMIN SERVERS Cloud Service MAPP Middleware - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): CGI-FICO LI TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: CGI-FICO LI
Gideons MyGAS - Order received mail is not sent to the customer's email address
English
hezharjoyo.kaluny@as.corp.airliquide.com
84
Vijaya MOHAN
Uncategorized
Published
2025-08-07 12:24:20
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
24
2025-08-07 12:24:01
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:BG, TUR, RO ENTITY:All SYMPTOMS: After placing the order from MyGas, the notification that the order has been received is not sent to the user(s)'s e-mail addresses. STEPS: Ask the user to check the spam folder.If the email is not in the Spam folder ask the user to provide the order reference numberAssign the ticket to BAP-COE-EAPP-L2 with the required information LOGGING CATEGORISATION: Business service: BAP-HUB-GIDEONS Configuration item: BAP - HUB - GIDEONS Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:GLOBAL ENTITY:GLOBAL SYMPTOMS: The icons on desktop are disappeared/ not showing. POSSIBLE CAUSES: Show desktop icons view setting off. STEPS: 1. Right click on desktop and hover mouse to view. 2. Click Show desktop icons option. Icons should be showing out after clicking it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows AssistanceFor which topic: Windows Feature -o-Resolution Notes for Cattask: Submitted request via Windows Assistance MMS Catalogue In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Device Subcategory: Operating System Resolution notes: Select ''show desktop icons'' of view settings. ARTICLE TYPE: FCR TEAM: L1
Google Chat - general information / features / access
English
hezharjoyo.kaluny@as.corp.airliquide.com
60
Luc MELEN
Uncategorized
Published
2025-07-30 6:12:00
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
63
2025-07-23 8:30:13
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for assistance on the usage of Google Chat STEPS: 1. Features: The NEW Google Chat is a text messaging app built for teams. Just like in Google Hangouts, it allows private and group messages but also: - Rooms with threaded discussions - Files sharing - Advanced search - Notifications control - Introduction of Bots Upload files from Drive or Computer: Start instant meeting directly from discussion: 2. Access: - Access the NEW Google Chat application from Desktop/Laptop: URL: https://chat.google.com/ - Access the NEW Google Chat application from mobile device: Download the application on Intelligent HUB LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance with interface In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assistance on the usage of Google Chat TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
access, airliquide, chat, chats, com, corp, english, features, genaral, general, google, guide, hezharjoyo, how, information, kaluny@as, luc, manual, melen, to, usage, use
NaN
KB0051335
Google Chrome - Set theme do Dark Mode or Light Mode
English
hezharjoyo.kaluny@as.corp.airliquide.com
13
Harold OUSSET
Uncategorized
Published
2025-07-30 6:11:05
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
2
2025-06-27 9:24:06
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User contacted us requesting assistance to change the theme in Google Chrome do Dark Mode or to Light Mode. STEPS: 1 - Open a new tab in Google Chrome. 2 - At the bottom right of a New Tab page, select Customize Chrome. 3 - Under Appearance, select either: Option 1 - Light : Chrome will be in a light theme. Option 2 - Dark : Chrome will be in a dark theme. Option 3 - Device: Chrome will follow your devices theme. 4 - Click on Change theme and choose a theme (it can be Default Chrome if no color or specific personalization is needed) LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to personalize his Google Chrome browser. TICKET TYPE: Inc ARTICLE TYPE: FCR TEAM: L1
SD Procedures User Not Compliant / Out Of Time - CHAT Only
English
hezharjoyo.kaluny@as.corp.airliquide.com
253
Guillaume CHIROL
Uncategorized
Published
2025-07-30 12:29:00
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
449
2025-07-22 5:41:34
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Air Liquide user contact the service desk via chat and is not able to provide the enough information to qualify a ticket for resolution or escalation due to the following reasons: User does not have enough time to provide the required details of the issue to report IMPORTANT: The above describes unique cases when the next procedure can be used, any other aside from those, need to be consulted with L2, or TL. SCENARIO: User does not have enough time to provide the required details of the issue to report. Example: User is in a rush at the moment of the interaction, is running late for a meeting, or is just short on time to answer all the probing questions that the SD need to have to qualify the issue: Kindly explain to the end user that the information that you require is necessary to provide the better assistance possible, either at your level or other team. If the user needs to go, please kindly inform the user to contact the Service desk at his earliest convenience and log and resolve an incident ticket. Resolution Note: Following our recent contact, we are unfortunately unable to progress your issue as additional information is required. Kindly contact the service desk for further assistance. We look forward to hearing from you. Important If the user is in a rush use specific probing questions. This will allow you to get the correct information to qualify your ticket in a timely manner.Always approach to L2, or TL if you are not sure to handle the situationLog all the details on the ticket, even if you are closing it. Always ensure to use the template above.Put the whole chat conversation into the work notesClose the Incident ticket LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Situation: Service Desk not available by chat [Incident] Resolution Notes: Following our recent contact, we are unfortunately unable to progress your issue as additional information is required. Kindly contact the service desk for further assistance. We look forward to hearing from you. TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
adhoc, airliquide, chat, chat disconnected, chirol, com, compliant, corp, desk, disconnected, dropped, dropped chat, english, guillaume, hezharjoyo, kaluny@as, not, only, out, procedures, sd, sd procedures user not compliant / out of time - chat only service desk chat support adhoc, service, support, time
NaN
KB0039731
GTS - After doing GTS goods issue, cylinder status become "At Customer" instead of "On Site"
English
hezharjoyo.kaluny@as.corp.airliquide.com
63
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-20 6:52:02
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GTS
NaN
NaN
NaN
50
2025-08-20 6:50:49
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: KOREA, JAPAN, TAIWAN ENTITY: BIS APAC SYMPTOMS: User reported after doing GTS goods issue, cylinder status become "At Customer instead of "On Site" POSSIBLE CAUSES: The customer is not registered as inventory location. Therefore, good received made to this customer will be regarded as On Site but other than that will be At Customer. STEPS: Check if the customer is already registered as inventory location. You may use this query to check: SELECT A.CUST_NO, B.CUST_NAME, INVENTORY_LOCATION_CODE,G.DESCR AS 'INVENTORY_LOCATION_TYPE' FROM [SVX].[INVENTORY_LOCATION] A INNER JOIN CUSTOMER B ON A.CUST_NO = B.CUST_NO LEFT OUTER JOIN GROUP_DATA G ON SUBSTRING(G.GROUP_CODE,2,5) = A.INVENTORY_LOCATION_TYPE AND G.GROUP_CATEGORY = 'X8' WHERE CUST_NO = 'XXXXXXXX' LOGGING CATEGORISATION: Business service: BAP - HUB GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Bug Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
after, after doing gts goods issue, airliquide, become, com, corp, customer, cylinder, cylinder status become "at customer" instead of "on site", doing, english, goods, gts, hezharjoyo, instead, kaluny@as, noor, site, siti, status, wahab-sc
NaN
KB0025104
Loop - How to Declare Attendance
English
hezharjoyo.kaluny@as.corp.airliquide.com
3
Arnaud HENRI-SC
Uncategorized
Published
2025-07-29 19:49:59
6
myITcorner
NaN
#########
NaN
GIO - LOOP
NaN
NaN
NaN
3
2025-01-10 5:30:06
#########
NaN
GIO-EUS-MyItCorner-L2
Loop - How to Declare Attendance Attendance is a module to make sure to have an office available in the coming week, and not to exceed the reception capacity of the premises. Each employee can plan its working days on site in full coordination with its team or colleagues from other departments. I can make my planning for the 4 coming weeks and make sure that Im in the office during my team day or any brainstorm session with my project team.I see how many available places are in my department or the department near.Im aware of all teams presenting at this day in my site. You still always indicate your position for your colleagues so they could easily find you. Do it from the interactive 3D Map or using QR codes. Step 1 Select the week you intend to come on site Step 2 To declare attendance, check the boxes on the days of the week you intend to work from the office. Once booked, the number of seats left in the neighborhood will update. Days with a blue background are your Team Days. Tips: Declaring Attendance lets your colleagues know how many desks are left in the neighborhood. It also lets you know who will attend the office and which days they plan. To change your attendance, check the box on the days of the week that you had intended to work from the office and it will release the reservation. Once released, the number of seats left in the neighborhood will update. Tips: Releasing Attendance lets your colleagues know there are desks available in their neighborhood. By clicking on the team you belong you can see your colleagues intend to come the same day. You can also see available seats in other zones. Seat availability count is displayed in grey when your attendance is declared in another zone than the one currently picked in the zone drop down list. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
COUNTRYUS ENTITY:BIS AMER SYMPTOMS: User is requesting assistance to install PDM (PDM Software ALaS) application BEFORE YOU START: PDM is used primarily by the GM&T Organization. Users belonging to this organization are at Newport, Woburn or ICD STEPS: 1 - Guide user to submit a request through MyITCorner using the 'Desktop Software Request' form 2- Open and close an incident ticket about the interaction based on the below categorization. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: User guided to MyITcorner ARTICLE TYPE: FCR TEAM: L1
Google Gmail - cannot reply to external sender email that is different than group email
English
hezharjoyo.kaluny@as.corp.airliquide.com
51
Harold OUSSET
Uncategorized
Published
2025-08-18 8:16:00
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
11
2025-08-18 8:15:38
#########
INC1013603
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User reports that the external sender`s email shows a different address than the group email address which they replied on behalf of. Therefore, he or she is unable to reply directly to that sender. BEFORE YOU START: Inform user this is an expected behavior. There is no way to affect this behavior when a message is sent from an external sender with a strict DMARC policy. User can reply to the sender but not directly. He/she will need to copy and paste the sender address in the to field. STEPS: 1. In order to reply to this address, user should copy and paste the external sender`s email address manually into the "To" field.2. Kindly advise the user to add that email address to his/her Contacts, so it will be recommended to the user when he/she starts to type the given email address. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance needed with using Gmail In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User needs assistance to request IRIS access STEPS: 1 - Guide user to CARM (https://carm.apps.airliquide.com/Carm/welcome) 2.Direct user to click in Automatic Login, My Access tab> choose "Request new access" and select from the Tab the option IRIS 3.Fill up the request according to user needs. User can provide a colleague name so that the specificities of the request can be checked. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CARM - Request Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with submitting the request for Iris Access in CARM. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:CHINA ENTITY:BIS APAC SYMPTOMS: User is requesting to create China local application account access. BEFORE YOU START: FIN-MIS, SEIF-INQUIRY, TIME-SHEET,OPCS and E-CODE of CN & TWAll of these is belongs to Local ApplicationRequest needs to be raised in MyItCorner STEPS: Advice user raise request via myIT corner Path: Order something>Applications>In-house GCH Application>GCH Local Applications Data Change Request *URL: https://airliquide.service-now.com/now/nav/ui/classic/params/target/myitcorner%3Fid%3Dal_index LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to find a user in CARM who has a Workday account already. POSSIBLE CAUSES: There is probably a problem with the Workday/CARM integration. STEPS: -The concerned user has to raise a ticket via BSC myHR Help or Workday form and if HR teams need to escalate finally to IT, they will use the HRCASE. -If the ticket is already an HRCASE: Create an incident and route it to CARM team. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: My HRExplanation: Guidance to MyHR. In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go form submitted LOGGING CATEGORISATION if ticket is already a HRCASE: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Here are some common issues users encounter when connecting SHIFT cubes to reports. If you receive tickets regarding these problems, please propose the solutions outlined below to the users and avoid assigning these tickets to the BAP-COE-BI group. Example :- INC1499667 Scenario 1: Error message ----------- Solution for the above problem. Reinstall SQL Service Native Client Scenario 2: Error message -------------------------------- Solution for the above problem. Install OLE DB Driver 19 Scenario 3: Error message Solution Go to Excel/Options/Trust Center/Trust Center Settings/Enable Macros Scenario 4: Error message Root Cause: No Database Connector to Azure SQL Server in Excel 2016 Solutions: Step 1: Installing the Client Tools Connectivity from SSMS Installer. (Download Here), install OLEDB for OLAP, ODBC, ADOMD, and ADOMD+. Step 2: For non Office 365 or older versions of Excel, the MSOLAP.7 provider needs to be installed. Download the latest version for MSOLAP as highlighted in Yellow. Result: Now Excel can connect to SQL Server Cube. LOGGING CATEGORISATION: Business service: BAP - HUB - BI Configuration item: SHIFT - APAC Financial Reporting - PROD Category: Application Subcategory: Functional / Technical Issue Resolution Notes: SD perform the troubleshoot given based on the error message that user facing. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-BI-L2
Google Chrome/Gmail - grey screen after sending an email
English
hezharjoyo.kaluny@as.corp.airliquide.com
10
Maik GERHARDS
Uncategorized
Published
2025-07-30 6:10:00
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
3
2025-06-24 8:53:56
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls because after sending emails, Google Chrome becomes grey. STEPS: 1. Connect to user's PC, test in Chrome incognito tab. 2. If it works in incognito, delete cookies and browsing history in Google Chrome. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Hostname of PC Category: Application Subcategory: Support / Assistance Resolution note: Deleted cookies and browsing history in Google Chrome. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Cloud AWS - What type of EBS volume is used for data transfer to S3 bucket
English
hezharjoyo.kaluny@as.corp.airliquide.com
21
Ay SHAH-SC
Uncategorized
Published
2025-08-22 11:47:17
4
GIO Service Desk
NaN
#########
NaN
GIO-CS-Cloud Managed
NaN
NaN
NaN
1
2025-08-22 11:45:16
#########
NaN
GIO-CS-SD-CLOUDAWS-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User asking question about Infrastructure changes for AWS Managed account STEPS: User is raising enquiry for Infrastructure changes for AWS Managed account We can suggest user to raise request Infrastructure changes for resources in AWS Managed accounts - GIO AMERICAS, APAC or EUROPE, via: https://airliquide.service-now.com/com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id=031f242fdb511890459b890b06961915&sysparm_link_parent=68dfaeab4f062f009864ca1f0310c724&sysparm_catalog=4a1e666b4f062f009864ca1f0310c7be&sysparm_catalog_view=catalog_GIO_Services&sysparm_view=catalogs_default Depends on the nature of their request, user can select the options listed in the link above Reference ticket: ADHOC1132524 Important: If the user has no access to the above link, advise them to contact their manager/supervisor to submit the request on their behalf. LOGGING CATEGORISATION: Request: Show where to go -IT Manager or related line Business service: GIO-CS-EUR-AWS Managed Configuration item: AP-P-10-BAP-COE-PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Advised the user to submit a GIO Request TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Process is L1.5 scope. The user submitted a request with type of order Manage an Office Telephony profile in My IT Corner to change the calling plan for his/her softphone profile. STEPS: If the user wants to change the calling plan associated with his/her Webex account, he will create a Manage an office telephony profile request with the type of order modify a softphone profile and provide you with these information: Site of attachmentRequested for (The name of the person to which the profile to be modified is assigned to), his/her manager, phone number, email, location and entity.the current phone number assigned to the Webex profile to be modified.The new calling plan he wants to assign to the Webex profile. 1. Open the related RITM/CATTASK ticket in the Unassigned queue or via user`s ticket history 2. Open the task and go to Item variables 3. Modify the calling plan on the NTT Portal. To do this: go to NTT Web Portal Sign in to your account (microsoftonline.com) , you will have this window: 4. Enter your email address and click on Next: 5. You will receive an email with the code that you will enter in this page to sign in: 6. Once you enter this code, you will have access to the NTT portal: 7. Go to Could Communication: 8. Go to Services ? Cloud Voice Services ? Numbers: 9. Click "Users numbers" ? Enter the Users number (The number youve assigned to user`s account on Webex control hub) in search in table: 10. Click on the Edit icon ? Calling plan: 11. Choose the calling plan the user wants and click on "Save": 12. Go back to MMS to close the request: change the state from open to: closed completeassign the task to youadd a closure information: example: Users Webex calling plan has been changed. NOTE: In case the CATTASK needs to be pended due to any reason, put the state of the request to "Planned with user". Handle the CATTASK generated by the "Manage an Office Telephony profile" request. ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to add new member to a google group what is not managed via CARM (google group with prefix SMB) STEPS: 1. Only the manager is able to add new person to the group directly from the group by clicking on manage 2. Invite members or direct add member: 3. Search for the person to be added, click on Add. 4. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app:Context In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
add, add nem member to google group not managed in carm, airliquide, carm, com, corp, english, google, group, harold, hezharjoyo, kaluny@as, kite, mailbox, managed, member, nem, new, not, ousset, smb, smb google group, smb kite group, smb kite mailbox, via
NaN
KB0042903
BAR+ : Team Members not listed under Sales Manager
English
hezharjoyo.kaluny@as.corp.airliquide.com
21
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-08-07 11:38:35
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - BAR+
NaN
NaN
NaN
2
2025-08-07 11:37:35
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Sales Manager unable to see the team members in Bar+. STEPS: 1) We need to Ensure that Rep.ID has been associated to the Sales Manager in AL Security. 2) Navigate to Sales Reps menu. 3) Search for the Rep. ID. 4) Click Assign Users. 5) Search for the Team Members name and check the checkbox on the "Select" column. 6) Repeat step 5 if there is more Team Members to be assign to the Sales Manager. 7) Once done, click on the "Save" button. LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
ahmad, airliquide, bar, bar+, binti, com, corp, dayana, english, hezharjoyo, kaluny@as, listed, manager, members, not, rawi-sc, reps, sales, sales manager, sales reps, team members, under
NaN
KB0025303
HOMES - Italy issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
34
Marco BARRACO
Uncategorized
Published
2025-09-29 14:33:40
5
GIO Service Desk
NaN
#########
NaN
ALZ - Returnable Asset
NaN
NaN
NaN
11
2025-08-25 4:08:04
#########
NaN
ALZ-EU-Homes-L3
COUNTRY/REGION:Italy ENTITY:BIS EUROPE SYMPTOMS: User from IT-ITALY VITALAIRE entity is calling to report any issue with HOMES application. STEPS: In case of access, bug, etc: Open a ticket and redirect user to write an email to Gaia Manara Extraction request, system information, advanced user support: Open a ticket and redirect user to write an email to customer.service@alizent.com (in English) After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to HOMES point of contact In case of blank ESS Incident submitted by the user: Business service: ALZ - Returnable Asset Configuration item: ALZ Homes - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Redirected to point of contact
How to request access for ESM eBusiness applications
English
hezharjoyo.kaluny@as.corp.airliquide.com
8
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-31 15:50:03
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
3
2025-07-28 6:07:23
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:GLOBAL SYMPTOMS: If user would like to for access on e-business applications User can submit multiple roles, you may refer here: List of eBusiness application roles-KB0041418 STEPS: Go to CARMSearch for "ebusiness." Choose desired roles. Put the justification and submit your request Q: What happens after I submit the access request? A: Your manager will be notified of your request and will approve it within the CARM system. Q: How will I know when my access request is approved? A: Once approved, you'll receive confirmation along with instructions on how to access the eBusiness applications. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: BAP - HUB - eBusiness EL Configuration item - eBusiness EL - PROD & AP-S-E0-BSC-EBUSINESS-PROD Category: Application Subcategory: Access Resolution Notes: Show where to go request submitted.
access, airliquide, applications, carm, com, corp, e-business, ebusiness, english, esm, fernandez-sc, hezharjoyo, how, how to, kaluny@as, mariacecelia, request
NaN
KB0048592
Sciforma (ex. One2Team) - issue summary
English
hezharjoyo.kaluny@as.corp.airliquide.com
38
Guilaine PESTIE
Uncategorized
Published
2025-09-29 14:34:56
5
GIO Service Desk
NaN
#########
NaN
BSE-Project Management - SCIFORMA
NaN
NaN
NaN
5
2025-02-19 4:09:39
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:APAC & US ENTITY:BIS SEPPIC SYMPTOMS: End user would like to have access or have functional issue with Sciforma (ex. One2Team) BEFORE YOU START: One2Team is a global solution to manage Seppic R&D projects portfolio for faster and more productive delivery. It is mainly used by research and development teams. The login is done by SSO. Access: The request has to be made through MyITcorner. They are in the the category "Applications" in the sub-category "Operation tools > Healthcare". The request can also be find in the search bar with the name of the application -> https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=f6900923db634490459b890b069619c2 URL: https://seppic.one2team.com/ (picture) User guides: https://docs.google.com/spreadsheets/d/1DGBu0de1mMz2RjE0fyWh9Ht8OUn84ft2a_bqcwOPNAU/edit#gid=166717101 Key users: https://drive.google.com/drive/folders/0AP_ICHgj4qiyUk9PVA?start=0&iq=false STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, be careful if it is un access request (It is not an incident when a user says : I can't see ..., I no longer have access to ..., I could do before ..., etc...) create a ticket with the catalog request of the concerned application, copy the text in the comment, close the incident with the number of the request in the closing note and this comment "Access request is not an incident". If you don't be able to create the catalog request in the closure note put the link of the catalog request to use. 4. Assign the ticket to the group corresponding with the Business service. LOGGING CATEGORISATION: Business service: BSE-Project Management - ONE2TEAM Configuration item: ONE2TEAM - PROD Situation: accordingly Assignment group (if not L1): BSE-ONE2TEAM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
MMS - add /remove user to MMS (Service now) groups
English
hezharjoyo.kaluny@as.corp.airliquide.com
489
David LUCAS
Uncategorized
Published
2025-09-22 5:21:22
4
GIO Service Desk
NaN
#########
3.00
GIO - EUS - Service Desk
NaN
NaN
NaN
143
2025-09-22 5:20:47
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to be the member of the MMS groups BEFORE YOU START: For HR related MMS groups, the following form can be used by the Budget Approver: Add / Remove a user from a HR group In APAC & Americas: Service Desk Agent can submit each form on behalf of the user in question, no need to go through IT Manager/Budget Approver! STEPS: User's budget approver has to raise the request Add / Remove user from a Manage My Service group(s) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: "Show where to go" request submitted.
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC SYMPTOMS: Unable to switch users outside AL network Error on screen will be: We can't sign you in with this credential because your domain isn't available. Make sure your device is connected to your organization's network and try again. If you previously signed in on this device with another credential, you can sign in with that credential. Or Trust Relationship is not available. BEFORE YOU START: ALH computers have a local user created at the time of setup for offline use STEPS: Describe the series of tasks that the user must do to solve the problem Log into the current user account. If not possible , use GioLac account. a.For Australia Healthcare - If not possible (due to GioLac credentials not updated) , use .\user and Password111. Connect to Ivanti If Ivanti does not exist, ask user to download via link here Load user profile using this cmd - runas /env /profile /user:\ cmd.exeEnter users windows passwordSwitch userLog in the pc as other user Test Pc (Temp) - ALAU-HN01AA2-D LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Assignment group (if not L1): GIO-EUS-FS-AUSTRALIA HEALTHCARE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:POLAND ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling for assistance of the installation of ProCentrum SmartSign application. STEPS: 1. Visit https://www.support.certum.eu/en/cert-offer-smart-sign/ 2. Download a file with the .msi extension 3. After starting the Installation Wizard, follow its prompts (you just need to type your administrator login and password) 4. Two shortcuts should appear on the user desktop. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Hostname Situation: Information request [Ad Hoc Request] Resolution Notes: ProCentrum SmartSign application installed TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: KB is L2 scope. It was observed that some Windows clients have the print spooler service stopping randomly which prevents the user from printing. It appears that the spooler stops every time the printer is accessed. Removing and reinstalling the printer did not solve the problem. Restarting the printer spooler did not solve the problem as well. See information and sample errors below: Application Error* when attempting to print. * This applies to all applications (not only Acrobat Reader). Event Errors for Print Spooler Service continuously stopping: Print Preview and Printer connection errors: Printers are greyed out and unavailable: STEPS: Please apply the steps below one after the other to see whether one of those solves the problem. 1.Cleaning Windows Printer Spool 1.1.Delete printer spool In order to delete the spool execute the following command in cmd using an adm account: net stop spoolerdel %systemroot%\System32\spool\printers\* /F /Snet start spooler Verify the issue has been resolved. 2.Removing faulty drivers The printer spool might stop due to a faulty printer driver. In order to remove any faulty drivers do the following 2.1.Remove Printer Open the application Print Management using an adm account and remove the printer under the section All Printers 2.2.Removing driver After the printer has been removed navigate to the section All Drivers and remove the corresponding driver. 2.3.Reinstall Printer Install the printer and verify that the issue has been resolved. 3.Removing faulty drivers If the drivers could not be removed or it did not solve the issue remove any unneccesary print providers in the registry. Open regedit using an adm account and follow the steps below. 3.1.Remove Print Driver Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environments\Windows x64\Drivers and delete the registry key (folder) corresponding to the printer found in the subfolder Version-3 and Version-4. Do not delete the following entries: Version-3\Microsoft enhanced Point and Print compatibility driverVersion-3\Microsoft Shared Fax DriverVersion-3\PDF24Version-3\VNC Printer (PS)Version-3\VNC Printer (UD)Version-4\Microsoft Print To PDFVersion-4\Microsoft Software Printer DriverVersion-4\Microsoft XPS Document Writer v4 3.2.Remove print processors Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Environments\Windows x64\Print Processors and delete every registry keys (folder) except WinPrint 3.3.Remove print providers Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Providers and delete every registry keys (folder) except Internet Print Provider and LanMan Print Services 3.4.Remove printer Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Print\Printers and delete the printer. Do not delete de following entries: FaxMicrosoft Print to PDFMicrosoft XPS Document WriterPDF24 3.5.Install Printer Reboot the machine and install the printerNEW PC:In case there is nothing to delete as the PC is new or recently remastered, please install Windows KB update:http://download.windowsupdate.com/d/msdownload/update/software/updt/2021/11/windows10.0-kb5007253-x64_56eae3ea4ddb22105db274b6d903cd73dfaea5ed.msu1. Download update on user's computer and launch it.2. It will take several minutes. Once it is completed, it will prompt for a restart. Restart the computer and test again.If still KO, advise user that the PC possibly has to be remastered and send the ticket to onsite. Please add the case to the Spooler issue tracker found here: https://docs.google.com/spreadsheets/d/1usa0kXh2_9l84yeGOCMGyQxUQub8o40G3-ODR1FZE9I/ LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: GIO - EUS - MPS Configuration item: Printer name Category: Devices Subcategory: Printers Situation: Printer configuration [Incident] Resolution Notes: Fixed the print spooler issue. Afterwards, the user was able to print again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
GIO-CS-AMER-Application and Desktop Virtualization
NaN
NaN
NaN
62
2024-12-02 9:16:07
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
REGION:AME ENTITY:BIS AMER SYMPTOMS: This KB contains common Citrix error codes and steps to resolve the issues. STEPS: Citrix Receiver Error 2320 - FIXError 1046: The Virtual Driver is not loaded - FIXCitrix Receiver Error: "This version of Citrix Receiver does not support selected encryption. Please contact your administrator. - FIXError: "SSL Error 61: You have not chosen to trust 'Certificate Authority'..." for Receiver Users - FIX LOGGING CATEGORISATION: Ticket template to be used: AME - Citrix App - Issue Business service: GIO-CS-AMER-Application and Desktop Virtualization Situation: Bug/Defect [Incident] CI: For Airgas: Citrix XenApp - AIRGAS - PROD For AL AME Citrix: Citrix XenApp AL - AMER - PROD Assignment group (if not L1): GIO-CS-AMER-CITRIX-L2 Resolution Notes: Assisted user with Citrix issue. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
1046, 2320, 61, administrator, airliquide, alfonso, ame, ame citrix error codes and fix fixes\n citrix receiver error 2320 \n error 1046: the virtual driver is not loaded \n citrix receiver error: "this version of citrix receiver does not support selected encryption. please contact your administrator. \n error: "ssl error 61: you have not chosen to trust 'certificate authority'..." for receiver users \n gio-cs-amer-citrix-l2, authority, biuss, certificate, chosen, citrix, codes, com, contact, corp, does, driver, encryption, english, fix, fixes, gio-cs-amer-citrix-l2, have, hezharjoyo, kaluny@as, loaded, not, receiver, selected, ssl, support, trust, users, version, virtual, you, your
NaN
KB0028683
OKTA - Windows Password Expired
English
hezharjoyo.kaluny@as.corp.airliquide.com
282
Mehdi GASMI
OKTA / Mobile Enrollment
Published
2025-07-30 11:35:23
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
136
2025-07-03 4:15:46
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user is working from home, and tries to authenticate with OKTA but when they enter their password, they get a message stating that the password is expired and they need to change it. You can also check when the password has been changed: KB0040036 POSSIBLE CAUSES: User's Windows password has expired because the user did not change it in time. STEPS: OKTA will allow the user change their expired Windows password on the OKTA authentication screen. After the password change the user needs to perform the below steps to make sure the Windows password is well synchronized with the computer. 1. Let the user go ahead with the password change through OKTA, then authenticate with OKTA and connect with the VPN. 2. (Optional): After successfully connected to the VPN, the user can go to CARM and change all of their passwords in order to have a unique one across all of their accounts. (This is the preferred way of proceeding but the user can choose not to do this step, STEP3 however is crucial to synchronise the new Windows password with the PC even if the user prefers to skip STEP2). 3. Open an application (e.g. the Command Prompt) as 'different user' Go to the Start Menu and type 'cmd' then click on 'Open file location' In the window that opens, do a RIGHT CLICK on the Command prompt icon while holding down SHIFT on the keyboard, this way the 'Run as different user' option will become visible. Select this option In the small window that opens, ask user to type in their Windows username and the newly created password and then click on 'OK' If the Command Prompt opens, it means that the password has been synchronised correctly with the PC and the user will be able to use it the next time they want to log in to Windows. LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: Hostname of pc Category: Devices Subcategory: Support / Assistance Resolution Notes: User`s windows password was updated. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:INDIA ENTITY:ALL SYMPTOMS: User face issue with login issue within E-EXPENSE STEPS: URL for the web application: https://airliquidesg.service-now.com/nav_to.do?uri=%2Fhome.do (login: with domain -> automagical login or with user name (employee ID example: ALI1314 -> check badge or HR) troubleshoot win credential, change if needed if KO -> assign incident to BAP-ALIN-APP-L1 LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: eApplication - PROD Category: Application Subcategory: Access Assignment group (if not L1): BAP-ALIN-APP-L1 --> BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Require access to AWS LAB Account Reference ticket: ADHOC1040349 STEPS: 1. Advise the user to submit a request to Create / Modify / Delete an AWS account via https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3Df8fbbdff1bb5bd9096c763d3b24bcb75 2. If the above link is inaccessible, please click: https://airliquide.service-now.com/now/workspace/agent/catalog Under Catalogs dropdown, choose: Home All Catalogs GIO Services Business Apps Foundations Advanced Cloud Services Create / Modify / Delete an AWS account Important: If the user has no access to the above link, advise them to contact their manager/supervisor to submit the request on their behalf. LOGGING CATEGORISATION: Request: Show where to go -IT Manager or related line Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Advised the user to submit a GIO Request TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:SOUTH AFRICA ENTITY:BIS AMEI SYMPTOMS: User is calling with any issue within OCR Readsoft application BEFORE YOU START: This is a character recognition (scanning) application that interprets Navision invoices deploying this in South Africa (Tunisia later, then GCC countries) STEPS: Create an incident and assign it to BAMEI-HUB-OCR-L2 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: Services : BAMEI - OCR Navision Configuration item: OCR Readsoft - AMEI Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAMEI-HUB-OCR-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Local printer - information request about monthly quota
English
hezharjoyo.kaluny@as.corp.airliquide.com
5
Boldizsar TOTH-SC
Printing / Devices
Published
2025-05-21 5:39:16
4
GIO Service Desk
NaN
#########
NaN
BAMEI-Local printers
NaN
NaN
NaN
0
2025-05-21 5:38:55
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:CAMEROON ENTITY:BIS CAMEROON SYMPTOMS: Provide a description of the problem the user is experiencing POSSIBLE CAUSES: Cameroon user has questions/concerns about their monthly printing quota. STEPS: According to the contract with the provider of the printers, there is a monthly limit on how many pages can be printed per printer. In order not to surpass the limit, each user has a monthly quota set on their account. In case the user has any questions or concerns regarding their quota, please assign a ticket to GIO-EUS-SD-AMEI-L1.5 with the user details and the exact question/demand of the user. LOGGING CATEGORISATION: Business service: BAMEI-Local printers Configuration item: printer name of exists Category: Devices Subcategory: Printers Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Oralcle- Unable login into oracle system and user maintenance screen showing blank "person"
English
hezharjoyo.kaluny@as.corp.airliquide.com
75
Srichandra R-SC
Uncategorized
Published
2025-09-29 14:07:34
5
GIO Service Desk
NaN
#########
5.00
BAP - HUB - ORACLE
NaN
NaN
NaN
71
2025-08-20 10:08:14
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User unable login to oracle system and user maintenance screen showing blank "person. BEFORE YOU START: Require access to Admin role into oracle system checking username and run SQL Developer Before create AME need verify employee data has been created or not into SQL Developer STEPS: Verify employee Master file. 1. Need check into employee profile in SQL Developer and need verify which entity belong to. -->Run this query into SQL Developer select apap.person_id, apap.business_group_id, ahou.name, apap.current_employee_flag, apap.employee_number, apap.email_address, apap.full_name from apps.per_all_people_f apap, apps.hr_operating_units ahou where 1=1 and apap.business_group_id=ahou.business_group_id and lower(apap.email_address)=:P_email_address 2. Check the employee id is belong to which entity. - This screen showing SQL employee master has been created and belong to which entity 3. Check into oracle system at screen employees profile --> Purchasing admin user>setup> personnel>employees> View>Query by Example> Enter 4 . Input email --> Input email > View>Query by Example> Enter 5. In oracle system showing employee detail as per below screen 6. If run SQL Developer it is showing blank or no data that is means the employee id/ person not created into oracle system. We need email to myalbssb-fssc-mdm@airliquide.com ==> What need attached into email a. Google contact person (screen shot & attached email) b. Access into oracle system go to user maintenance. --->Attached the screenshot user maintenance screen c. Attached SQL developer showing no data in employee profile d. Email to MDM team myalbssb-fssc-mdm@airliquide.com e. After get response's from MDM team need match employee profile with user maintenance screen LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration Item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE:
SYMPTOMS : 1. Unable to login to myGas portal with error message below: "Please check the following - Incorrect username or password." 2. Unable to login to myGas portal with error message below: "You are not authorized to access this page." POSSIBLE CAUSES : User account does not exist in myGas portal. User account is created in myGas portal but the details are incorrect (ie: email address, user ID, etc) STEPS : 1. Enter URL http://as-asc-gidapps2/MyGas/. 2. Select Country 3. Click Enter 4. Select Users from the main menu. Click on "Create AL User". 5. Enter all the required info under "My Profile" tab. Ensure select the status = "Active". Once done, click on the "Save Profile". 6. Navigate to "User Permissions" tab and assign user to "Administrator" role. Click Save. 7. Navigate to "User Locations" tab and assign the locations accordingly. Click Save. In the event that user account has already been created but user still unable to login, please follow the steps below. 1. Search for the user's account and check the User ID and email address. 2. Check with the user on the latest email address and update accordingly. Click "Save Profile". LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Configuration item: eApplication - PROD Category:Application Subcategory:Availability and Performance Issue Assignment group: GIO-EUS-SD-APAC-L1.5 If the above steps does not solved the issue, escalate to : Assignment group: BAP - HUB - EAPPS - L2
Local Printer CNAK0001 (AL ????) requires special settings
English
hezharjoyo.kaluny@as.corp.airliquide.com
7
Muhdnursafwan SALEHUDIN-SC
Printing / Devices
Published
2025-09-29 13:49:14
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
0
2025-06-11 11:19:24
#########
ADHOC0926349
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: You installed the printer driver for this particular MFP. Printer name: CNAK0001 (Located in AL ????) IP Address : 172.16.42.140 Make and Model: CANON iR ADV C5235F After successful installation of the driver, you try test-printing and find it not working. You can see on the PC that a print job is certainly queued and then exits the queue, but no printing starts on the Printer side. STEPS: Unlike all the other printers in Japan, this Printer requires some additional settings below. After installation, right click on the printer, and then "??????????" (printer property) and then "???" (ports) and then "??????" (port configuration) and set the values below. 1) ?????????LPR???? 2) ?LPR????????????lp???? LOGGING CATEGORISATION: Business service: GIO - EUS - Managed printing services Category: Devices Subcategory: Printer Resolution Notes: Service desk will guide the user to change the TCP/IP settings. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Aspen Engineering Application - Functional issue on the application
English
hezharjoyo.kaluny@as.corp.airliquide.com
64
Thomas LANZENDORF
Uncategorized
Published
2025-09-29 14:36:12
5
GIO Service Desk
NaN
#########
NaN
BEC - Aspen Engineering Suite Service
NaN
NaN
NaN
16
2025-07-15 4:49:51
#########
NaN
BEC-AES-ASPEN- ENGINEERING-SUITE
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User cannot work on the application. User reports bug or defects in application behavior or data. POSSIBLE CAUSES: NA BEFORE YOU START: Make sure that issue is present only on this application. STEPS: 1. Collect all the information about the bug or defect reported by the User and include it in the ticket. 2. Assign incident to BEC-AES-ASPEN-ENGINEERING-SUITE LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - Aspen Engineering Suite Service Configuration item: Aspen Engineering Suite - PROD, ASPEN Cost Estimation - Prod, ASPEN HYSYS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEC-AES-ASPEN-ENGINEERING-SUITE TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1; Application team
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User reports a server issue STEPS: -Ping the server> If ok> map it with the IP address if KO: - Assign the ticket to the support team of the server LOGGING CATEGORISATION: Business service: GIO-CS-EUR-IaaS VM Managed Configuration item: server name Situation: Availability [Incident] Assignment group (if not L1): Check Support Group in the CI Info tab Assign the ticket to the Support Group TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, com, corp, english, hezharjoyo, issues, jedidi-sc, kaluny@as, server, server issue, zied
NaN
KB0041615
Staci.com -"Page not found" error
English
hezharjoyo.kaluny@as.corp.airliquide.com
19
Dorottya KRISTON-SC
Uncategorized
Published
2025-08-18 8:20:39
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
2
2025-08-18 8:20:20
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:ALL ENTITY:ALL SYMPTOMS: User calls with "Page not found" error with Staci website: https://webcat.staci.com/ STEPS: 1. Ask user to use the following link: http://alfi.staci.com/ IF KO: 2. Connect to user's PC, ested with Chrome, Chrome incognito, and Edge, and delete browsing history, and try again. Check Zscaler and Cortex. 3. If the issue is not related to the browser, Zscaler, or Cortex, please redirect user to Staci support: https://uk.staci.com/get-in-touch/ LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Internet Access Configuration item: Hostname of the PC Category: Application Subcategory: Availability and Performance Issue Resolution Notes: Shared correct link with user. / Redirected user to Staci support. TICKET TYPE: Incident ARTICLE TYPE: FCR - if the issue is not related to browser, Zscaler, or Cortex TEAM: L1 - if the issue is not related to browser, Zscaler, or Cortex
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: End-user as the owner of the Shared Drive file would like to restrict for some content inside the Shared Drive. (e.g. Google Sheet) BEFORE YOU START: Only user with the Manager access role to the Shared Drive, able to do any modifications. Such as grant access or remove access. Except, restrict access or to see content in a spreadsheet. STEPS: Inform user that member of a Shared Drive cant be restricted to see some content of the Shared Drive. Especially in a spreadsheet file. Advice the user as the owner of the spreadsheet to use hide feature of the sheet. So, it wont visible. For detailed information, refer: https://support.google.com/docs/answer/1218656 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: DriveContext: Assistance about shared drive In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
Windows - cannot log on because the logon method you are using is not allowed on this computer
English
hezharjoyo.kaluny@as.corp.airliquide.com
211
Maik GERHARDS
Windows - Storage / Performance
Published
2025-08-11 9:07:48
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
116
2025-08-11 9:07:23
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User can not log in to the pc due to "You cannot log on because the logon method you are using is not allowed on this computer. Please see your administrator for more information." error message. POSSIBLE CAUSES: User might say that it was not used for long time (pc gets out of domain automatically if not used for 3 months) BEFORE YOU START: First have the user perform a soft reset on the computer (press and hold the power button for 8 seconds to reboot). If the issue is still ongoing after this, continue with the steps below. Obtain the computer name: you will need the user to provide you the Service Tag to find the computer name in ServiceNow: follow KB0017683 User must be connected to the Air Liquide network in order to be able to put the computer back on domain Double check in CARM if the Windows account is active STEPS: Check in Active Directory if the PC is out of domain: In Computers - Computer name field type between ** the asset number of the PC and press enter Double click on the PC name in search results Go to Object tab. If the name of object contains Unused Computers, this shows PC is out of Domain NOTE: If you can not see the Object tab, check in article Object tab not visible in Active Directory how to set it up (you can open article in new window). Or Double click on the computer or right click and select Properties When the computer is out of domain you will see the previous location path written in the Description Copy the text from the Description in order to have the location path available e.g. "Disabled on 12/13/2018 14:15:08 (am.corp.airliquide.com/[BIS-Americas]/[US-ALC]/Resources/Workstations/Laptops/ALUS-1000F12-L)" 4. Check if the PC is enabled or disabled in AD (right click on the PC name in search results) If disable, enable the computer Right click on the computer and select Enable Account Put the computer back into domain as per KB0015895 Once computer is back on domain: Guide the user to do a soft reset - do this at least twice to allow for enough time to replicateAsk the user to press and hold the power button for 10 seconds until his computer rebootsAsk him to try to login again If after two soft resets he's still unable to login: Inform the user it could take up to 24 hours to synchronize / replicatePlace your ticket on pending status for 24 hoursContact the user after the 24 hours have passed, and ask to try again If the user cannot log in to the PC even after 24 hours, assign ticket to Onsite and ask them to put the PC back to the domain manually. If you cannot find the hostname in Active Directory anymore, proceed as per KB0018473 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Category: Devices Subcategory: Connectivity Resolution Notes: Put the computer back into the right domain. Afterwards, the user was able to login to Windows. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: An end-user is reporting issues woth TapRoot. STEPS: Users might report login issues or certificate issues with TapRoot. Make sure that the user is connected to the Air Liquide network while trying to use the application. If the issue is not solved after connecting to the internal network, share the below contacts with the user: Taproot support team taproot.usit@airliquide.com LOGGING CATEGORISATION: Business service: BAM - Quality Configuration item: TapRooT - AMER - PROD Situation: Request - General Question/Training [Ad Hoc Request] Resolution Notes: Guided user to TapRoot Support TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
This article is intended to help users resolve CFD login issues caused by third-party browser access
English
hezharjoyo.kaluny@as.corp.airliquide.com
87
NaN
Uncategorized
Published
2025-08-14 21:52:44
6
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-08-14 11:14:32
#########
NaN
GIO-EUS-SD-APAC-L1
If you are experiencing login issues with CFD (401 unauthorized error) despite having the required access, please refer to the screenshot of the error below and follow the steps outlined. Below are the links for the countries utilizing CFD standalone applications. APAC: Australia NewZealand EE: Bulgaria Romania Poland Turkey 1) Check for Third-Party Access: Step 1: Visit: https://myaccount.google.com/permissions Step 2: Review the list of third-party apps with access to your Google account. Step 3: Remove Bar+ google synchronization access & Air Liquide Google sign in access if exists. Step 4: After removing third party access. Open the CFD link in incognito mode of the browser. 2) Google sign in Step 1: Follow okta sign in: Click on next and sign in to okta Step 2: For Google Sign-In, please click on your account. Step 3: Click on the button Continue. Step 4: Click on the button Allow. Step 5: Upon completion, users will be automatically redirected to the CFD application page. 3) Clear browsing data If CFD link cannot be accessed in normal browser mode. Please follow the steps added below: Step 1: Go to your browser settings. Step 2: Clear cached data and cookies from Basic & Advanced tab. Step 3: Restart the browser. 4) Still facing the error Contact IT support with a screenshot of the error if the problem persists.
COUNTRY/REGION:EU ENTITY:BIS E&C SYMPTOMS: E&C User's computer has a hardware issue. BEFORE YOU START: The Service Desk must assist E&C Frankfurt/Krakow users with non-hardware related cases such as pc slowness and driver updates! Only in case of hardware issues and failed troubleshooting we may route the incident via our L1.5 Team (GIO-EUS-SD-EUROPE-L1.5) to the Onsite Support. If the user has issue with a peripheral device (mouse, external keyboard etc.), redirect user to My IT Corner to raise the request "Order Workstation Accessories (E&C)" (KB0022360). Please note that a docking station is not regarded as a peripheral device! Please note: E&C Frankfurt GIO Rental devices with out-of-warranty/accidental hardware failures must be managed by the Service Desk following the procedure of KB0022715 E&C France users belong to the standard European DELL Hardware procedure! STEPS: For E&C Frankfurt users we must identify first if the pc was purchased locally or belongs to GIO Rental mode! --> Follow: KB0032652 E&C Krakow users use purchased device only! E&C Frankfurt and Krakow Purchased computers 1. Run DELL diagnostics (press F12, while booting the system) 2.a) If there is an error and validation code delivered, assign the Incident to GIO-EUS-SD-EUROPE-L1.5 > Onsite 2.b) If there is no error message, please do basic troubleshooting and crosschecks/update drivers. Blue/black screen; booting - KB0013486BIOS update in case of bitlocker and/or blue screen issues - KB0011847Windows looping - KB0013486Sound/Audio issue - KB0012802 / KB0012344Battery issues (run DELL command power manager) - KB0011513 3. In case the issue persists, assign the Incident to GIO-EUS-SD-EUROPE-L1.5 (they will route the ticket further to the corresponding Onsite support) Please note: Write phone number + hostname + detailed description field of the ticket as well. E&C Frankfurt GIO Rental computers Under Warranty 1. Run DELL diagnostics (press F12, while booting the system) 2.a) If there is an error and validation code delivered, assign the Incident to GIO-EUS-SD-EUROPE-L1.5 > Onsite 2.b) If there is no error message, please do basic troubleshooting and crosschecks/update drivers. Blue/black screen; booting - KB0013486BIOS update in case of bitlocker and/or blue screen issues - KB0011847Windows looping - KB0013486Sound/Audio issue - KB0012802 / KB0012344Battery issues (run DELL command power manager) - KB0011513 3. In case the issue persists, assign the Incident to GIO-EUS-SD-EUROPE-L1.5 (they will route the ticket further to the corresponding Onsite support) Please note: Write phone number + hostname + detailed description field of the ticket as well. Out of Warranty The Service Desk is responsible for the GIO Rental out-of-warranty hardware management! We must follow the Standard EU DELL quotation procedure as per KB0022715 In case of Break&Fix: Developer Laptop -> request a Developer LaptopUltralight Laptop -> request a Ultralight LaptopStandard or Advanced Laptop -> request an ADVANCED Laptop Under no circumstances request a Standard Laptop for an E&C Frankfurt user! LOGGING CATEGORISATION: Business service: BEC - Windows Device Configuration item: hostname Category: Devices Subcategory: Hardware Assignment group: GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Gideons- Unable to see pcode for rental and delivery
English
hezharjoyo.kaluny@as.corp.airliquide.com
73
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-20 6:24:46
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
43
2025-08-20 6:24:31
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Added the product but the system shows stated "Product already exists". STEPS: Check the "Show Contract Price" toggle button.Ensure that the toggle button is turned ON.Search for the product code again.You should be able to see the product codes under its own category > Rental/Gas/Delivery/etc.. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Citrix, application missing, resource, authorization, smartour, access to applications This is what the user will see when he doesn't have any available resource: Ask for a reference Id/account ( citrix account), who is using that app and it is working. STEPS: Guide user to submit request via myIT corner , go to Manage My Service > Catalogs > GIO Services > Business Apps Foundations > Identity & Access Management > Active Directory > Add / remove Active Directory Groups Member To know which AD group he needs, just check the reference person in AD --> check Member of tab. Important: If the user has no access to the above link, advise them to contact their manager/supervisor to submit the request on their behalf. LOGGING CATEGORISATION: Request: Show where to go -IT Manager or related line Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Advised the user to submit a GIO Request TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS-APAC SYMPTOMS: Users want to know how to rotate or lock screen STEPS: LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Operating System Resolution notes: Service Desk will assist the user on how to rotate it ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: User is calling regarding ADP - E-Time.User might be in need of any assistance or is facing an issue. BEFORE YOU START: If user is being asked for the username + pw, please follow KB0048281. STEPS: Collect all information: - Error message or - Description of the issue -In case of any issue or request, redirect user to HR and close the adhoc and a) HTTP Status 500 - Internal Server Error -> ask user to check with HR if the ADP ID is updated in google sheet. (adhoc and close the ticket) LOGGING CATEGORISATION: Ticket template to be used: AMEI - ADP Intake Business service: BAMEI - ADP - E-Time Configuration item: ADP AMEI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was guided to access the application. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
GIDEONS - Company name has been amended but it is not reflecting in invoice
English
hezharjoyo.kaluny@as.corp.airliquide.com
10
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-20 7:04:11
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
7
2025-08-20 7:03:33
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User reporting company name has been amended but it is not reflecting in invoice POSSIBLE CAUSES: 1) Mail name is not updated at Customer Contact screen2) Customer name is not updated at Address Maintenance screen STEPS: 1) Check the Mail name at the Customer Contact details at Parent Customer: 1) Check the Customer Name at the Address Maintenance at Parent Customer: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
address, airliquide, amended, been, but, com, company, company name, company name has been amended but it is not reflecting in invoice, contact, corp, customer, customer address, customer name, details, english, gideons, has, hezharjoyo, invoice, kaluny@as, mail, mail name, name, noor, not, parent, parent customer, reflecting, siti, supplier, supplier name, wahab-sc
NaN
KB0039632
GIDEONS - Not able to key value in column delivered and returned in standard DO screen
English
hezharjoyo.kaluny@as.corp.airliquide.com
23
Julia RAMLAN-SC
Uncategorized
Published
2025-07-30 5:54:17
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
5
2025-07-02 3:49:26
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User reported not able to key value in column delivered and returned in standard DO screen. The field is greyed off. Only Quantity value is allowed. POSSIBLE CAUSES: 1) Product type is EQ (Saleable Equipment) therefore system allows only Quantity column and therefore the fields Ordered/Return fields are greyed off. 2) Delivery Calc. By is Quantity therefore system ask to provide the Quantity value STEPS: 1) Check the Product Type of the product used 2) Check the Delivery Calc. By setting for the product LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: AVAILABILITY Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
able, airliquide, column, com, corp, delivered, delivery, delivery order, do, do screen, english, gideons, hezharjoyo, julia, kaluny@as, key, not, not able to key value in column delivered and returned in standard do screen, order, product, product quantity, quantity, ramlan-sc, returned, returned delivery, returned do, screen, standard, value
NaN
KB0017968
eApps - Why CSU email is incorrect in myGas
English
hezharjoyo.kaluny@as.corp.airliquide.com
8
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:30:57
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
4
2025-05-28 5:45:59
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: CSU email is incorrect in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: Follow the steps below to update the Customer Service Unit (CSU) email: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click Customer Service to see the CSU email details. 5. Update the email address.Note: Update the CSU email at region level or service contacts. Use the following query to check the CSU email: SELECT * FROM CPS.REGION WHERE COUNTRY_ID=#COUNTRY_ID# SELECT * FROM CP.SERVICE_CONTACT WHERE CONTACT_CODE=#LOCATION_ID# If the above steps did not solved the issue, raise an incident with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-EAPP-L2 ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:Tunisia and Morocco ENTITY:BIS AMEI SYMPTOMS: User calling facing issues with either scan to mail or scan to folder option . POSSIBLE CAUSES: scan to mail: heavy file ( file bigger than 25 megabytes ) network and server issues STEPS: 1. Any scan issues can be related to network issues : First do basic troubleshooting: - check AL network on the pc: OK/KO - check if printer is connected to the network: OK / KO ( ping printer) - any error message on the printer Scan to mail : User calling to request a new scan to mail code: It is handled by onsite team who provide a new scan to mail code. Scan to folder: - printer basic troubleshooting: Related mainly to network or server issues, - check if the printer is correctly installed over the user's PC : OK / KO - One or more user impacted If KO assign to BAMEI-TUNISIA-L2 or BAMEI-MOROCCO-L2 LOGGING CATEGORISATION: Business service: BAMEI-Local printers Configuration item: printer name Category: Devices Subcategory: Printers Assignment group (if not L1): L1.5 > Onsite team ( BAMEI-TUNISIA-L2, BAMEI-MOROCCO-L2 ) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User unable to access BLAC UAT applications. POSSIBLE CAUSES: User account does not exists in AL Security (UAT). User is not assigned to BLAC user groups. STEPS: Download the latest ALSecurity UAT application from the below link. https://sites.google.com/airliquide.com/zoneappssetupfiles/gideons/uat/al-security-uat 1. Launch AL Security Manager, Choose relevant country and Application = BLAC. 2. Navigate to Users menu. Search for the userID. Click Edit. 3. Assign user to the relevant BLAC user groups as highlighted below and click Save. The user can be granted the access for different user groups as per their requirements. 4. The User should be granted access to the locations as per their requirement by checking the checkbox against the respective Location Id and then Save. 5. The User should be granted access to the Company in which they are working by selecting the company name and then Save. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) UAT Situation: Access [Incident] Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User cannot access old BAR+ URL POSSIBLE CAUSES: User is not using the respective country link. STEPS: Kindly guide the to access the correct link below. COUNTRY URL CHINA https://barplus.airliquide.com/china/login TAIWAN https://barplus.airliquide.com/taiwan/login AUSTRALIA https://barplus.airliquide.com/australia/login NEW ZEALAND https://barplus.airliquide.com/newzealand/login SINGAPORE https://barplus.airliquide.com/singapore/login MALAYSIA https://barplus.airliquide.com/malaysia/login THAILAND https://barplus.airliquide.com/thailand/login INDONESIA https://barplus.airliquide.com/indonesia/login VIETNAM https://barplus.airliquide.com/vietnam/login PHILIPPINES https://barplus.airliquide.com/philippines/login JAPAN https://barplus.airliquide.com/japan/login LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Access Resolution notes: Service desk will guide the user to access the correct bar+ link TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:SINGAPORE ENTITY:BIS APAC SYMPTOMS: Trial rental invoice was not generated for VAS (VitalAire Singapore). STEPS: 1. Check the end date of the trial agreement in Customer - Trial tab Navigate to Customer Master screen >>Trial unit 2. Check whether the equipment has been returned and returned date is same or less than the trial end --To find the customer's trial End Date select * from [hc].TRIAL_ORDER_HEADER where cust_no='' --Find the customer order number, and equipment return date select cyl_serial_no,del_date from do_header dh inner join do_cyl_movement dc on dc.doc_no=dh.doc_no where dh.cust_no=left(dc.cust_no,6) and dc.return_do<>'' 3. Check if the trial order has been created and confirmed ( check from order enquiry screen) Navigate to Order taking >> Order enquiry LOGGING CATEGORISATION: If the above steps did not solved the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug Assignment group: GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:Korea ENTITY:BIS APAC SYMPTOMS: POC invoice is not generated for VAK (VitalAire Korea). STEPS: 1. Check the customer service. It should be LTOT and product family must be Portable Oxygen Concentrator. 2. Customer should use one of these products LTO078,LTO118,LTO120,LTO134. 3. Check the rentals and returns and for the customer. There should be more rentals than returns Navigate to Order taking >> Order enquiry 4. Check the data for customer in dbo.dbo.PRO_RATA_PROCESSDATA table. There should be a record for the customer before the invoice process to generate invoice. 5. Check the equipment holding has value greater than 0 for the customer (dbo.AGREE_DETL table for the rental category and customer no) 6. Check the product rental prices. They should be greater than 0. 7. Check the return date of equipment. It should greater than invoice month start date SQL Query to use: DECLARE @custNo VARCHAR(6) ='', @rentCat VARCHAR(6), @prodNo VARCHAR(6)SELECT @rentCat = RENT_CAT_ID FROM dbo.AGREE_DETL WHERE CUST_NO = @custNoSELECT @prodNo=PROD_NO FROM dbo.PRODUCT WHERE RENT_CAT_ID = @rentCatSELECT SERVICE_TYPE_ID from dbo.PARENT_CUSTOMER where cust_no= @custNoSELECT * FROM dbo.PRO_RATA_SETTINGS WHERE PROD_NO = @prodNoSELECT * FROM dbo.PRO_RATA_PROCESS_DATA WHERE CUST_NO = @custNoSELECT MONTH_CYL_HOLD,* FROM dbo.AGREE_DETL WHERE CUST_NO = @custNo AND RENT_CAT_ID = @rentCatSELECT ADL.MONTH_CYL_HOLD,PRPD.SERVICE_TYPE_ID,adl.RENT_CAT_ID FROM dbo.AGREE_DETL ADL INNER JOIN dbo.PARENT_CUSTOMER P ON P.CUST_NO = @custNoINNER JOIN dbo.PRODUCT P ON P.PROD_NO = @prodNoINNER JOIN dbo.PRO_RATA_SETTINGS PRS ON PRS.PROD_NO = @prodNoINNER JOIN dbo.PRO_RATA_PROCESS_DATA PRPD ON PRPD.CUST_NO = @custNoWHERE ADL.RENT_CAT_ID = @rentCat LOGGING CATEGORISATION: If the above steps did not solved the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug Assignment group: BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User reports that he/she is unable to approve a request in My IT Corner due to a bug. BEFORE YOU START: - Please note that some RITM tickets are still have detail of the approver under the REQ ticket format. Before raising an incident with the GIO-ITSM DXC Third Party Maintenance team, kindly check the REQ ticket format to verify whether the approver is listed and has properly actioned the ticket. - If the end user is unable to see "My Approval" in the MyIT Corner, please advice them to log out, clear cache and log in again.If the issue persists, kindly assign the ticket to the GIO-ITSM DXC Third Party Maintenance team. STEPS: Open an incident and assign it to GIO-ITSM DXC Third Party Maintenance. LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Configuration item: ManageMyService - PROD Category: Application Subcategory: Bug/defect Assignment group: GIO-ITSM DXC Third Party Maintenance Team TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-ITSM DXC Third Party Maintenance Team
airliquide, approval, approved, approver, azerrad, be, bts, bug, button, cannot, com, corner, corp, defect, does, english, hezharjoyo, kaluny@as, laurence, my, my approval, my it corner, myit, myit corner, not, request, work
NaN
KB0056429
Resmed Cloud Connect - Installation Error
English
hezharjoyo.kaluny@as.corp.airliquide.com
269
NaN
Uncategorized
Published
2025-08-01 4:24:42
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
108
2025-08-01 3:52:25
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: This article provides steps to follow in case you encounter the below error when you want to install/update the Resmed Cloud Connect component needed for Resmed Airview. STEPS: 1. Go to Control Panel and make sure that the previous version of Resmed Cloud Connect is uninstalled 2. Reboot the computer 3. Install the newly downloaded version from the Airview website. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: Resmed Cloud Connect installed TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user is unable to authenticate on Okta or an application using OKTA. Error message: "Unable to sign in" POSSIBLE CAUSES: User tries to authenticate with either incorrect username or password. BEFORE YOU START: In order to check the cause of the authentication failure, you will need to access the Okta Admin Console on the following LINK. (https://air-liquide-admin.okta.com/admin/dashboard) STEPS: As the user will not see a detailed error message, you will need to For security reasons, the user will see a basic error message such as "Unable to sign in" or similar. To find out what the reason behind the authentication failure is, please follow the steps below to check the logs, where you will find a more detailed error message. 1. Open the Okta Admin Console, click on Directory -> People and search for the user 2. On the user's profile click on 'View Logs' 3. If you see any logs about as per the below image, the user has been trying with the wrong password, in this case they might need a password reset.Please note, that OKTA account is linked to AD and thus the Windows account, and OKTA is using the Windows password. So in order to unlock/reset password, kindly follow the standard procedures as per: KB0011363 - Windows Account - How To Reset Windows Password In AD (GLOBAL)KB0011364 - Windows Account - How to Unlock Windows Account in AD (GLOBAL) 4. If you dont see any of the previous logs, then the user might have entered a wrong username. To check this, go to Reports ->System Logs 5. You can either:a) Search for the user using the search bar b) Or you can locate the logs from the list of entries if you have the exact timestamp of the last login attempt by the user 6. If you see such a verification error, the user was not using the correct username, you can search for the user in 'Directory -> People' and inform the user about the correct username to use.If the error message is different/there's no error, and it looks like something went wrong with the authenticator or during the registration of device in OKTA, follow this article:KB0028471 - OKTA - Reset authenticators (GLOBAL) LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / AssistanceResolution Notes: Checked the root cause of verification error in Okta Admin Console and assist user with the correct way of authentication in Okta Verify. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
admin, airliquide, authenticate, authentication, bts, cannot authenticate, com, connect, console, corp, english, error, gasmi, hezharjoyo, in, kaluny@as, log, logs, mehdi, octa, okta, password, reset, sign, to, unable, unable to sign in, username, verify, view
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KB0051383
SEPPIC - Software Installation Request
English
hezharjoyo.kaluny@as.corp.airliquide.com
55
Xinying CHENG-SC
Uncategorized
Published
2025-07-30 12:30:09
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
7
2025-07-03 3:55:20
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:BIS SEPPIC SYMPTOMS: User request for standard or non-standard software installation (MS Office- Word, Excel, Power Point, and etc.) BEFORE YOU START: Check from MMS if user entity is BIS SEPPIC. STEPS: When user request for standard or non-standard software installation. Please guide user to request via below link in myIT Corner. https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=666bfe6fdbba8810d07cf90532961992 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article describes how to proceed in case an end-user contacts the Service Desk regarding FabNet Account Set-up. BEFORE YOU START: *Internal employees will use AL Portal>WebApps>FabNet to access ( http://adc-al-lnx80:7777/fabnet3/#/login ) *External customer will access FabNet via URL: fabnet.airliquide.com , request for access need to be forwarded to Fabnet@airliquide.com. STEPS: If a call is made to Service Desk regarding FabNet account setup, create a ticket in Snow and assign to the group indicated below. LOGGING CATEGORISATION: Business service: Customers portals & eCommerce Situation: Information request [Ad Hoc Request] Assignment group: BAM-APP-L2-Supply Chain TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: Apps
account, adc, adc-al, airliquide, apps, brown, com, corp, english, fab, fabnet, fabnet fab net webapps web apps tcs adc adc-al, hezharjoyo, kaluny@as, kirk, net, set-up, tcs, web, webapps
NaN
KB0024998
ProCentrum SmartSign - activating the electronic signature and seal
English
hezharjoyo.kaluny@as.corp.airliquide.com
13
Lukasz KACZMARCZYK
Uncategorized
Published
2025-01-17 4:21:22
4
GIO Service Desk
NaN
#########
NaN
Local Business Solution
NaN
NaN
NaN
1
2025-01-17 4:21:05
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling for assistance on how to activate the electronic signature and seal for ProCentrum SmartSign. BEFORE YOU START: The qualified certificate activation path consists of completing the certificate application in the Certum panel, confirming the identity, and providing Certum with the required documents. The following instructions describe the individual steps on how to get through the activation correctly. STEPS: Creating an account in the customer panel 1. The Certum panel is available at: https://panel.certum.plThe user logs in with their e-mail address and password.On the login screen you can choose the language version of the panel (Polish or English). 2. If you do not have an account in the Certum panel, use the Register option. In the next step you will be asked for your e-mail address and password for your new account. After providing the required data, select Register. 3.A verification link will be sent to your e-mail address, which you should click on to confirm youraccount. Activation of the certificate 1. First, log in to your account in the Certum panel, 2. After logging in to your account, select the option Fill out the application (Dashboard tab). 3. In the first step of registration, in the Certificate Data window, a product variant should be specified, where in the field Method of application processing we select the option Activation code / cryptographic card number. 4. If you purchased a set with a cryptographic card, enter its number in the field Cryptographic card number. 5. If you purchased the SimplySign mobile signature option, enter the code of the purchased service in the Activation code field. 6. For the SimplySign service, the last step in this window is entering the eSignature Label (e.g. Name and surname). 7. Select the start date of the certificate's validity: Certificate valid immediately after issueCertificate valid from the indicated date (start date cannot be later than 60 days from the date of filing the application) 8. If you choose the option Certificate valid from the indicated date you will be asked to enter or select a suggested date from the calendar. 9. After entering all the data, click Next, clicking Cancel will clear the entered data and take you to the main page of the panel. 10. In the next step you will be asked to fill in the data in the application. Applicant's data for a personal and company certificate 1. When filling in the application for a personal or company certificate, the following form will be displayed: Section Applicant: First name, Last name Section Identity document: Type of identity document, Country of issue, Series and number,Date of expiry of the document Section Identification of the applicant: PESEL number, Country of issue (if you don't have an assigned number, select the checkbox: I dont have a PESEL number, then these fields will be optional)Date of birth, Place of birth 2. Required fields: Section Applicant's correspondence address: Addressee's name, Street, House number, ZIP code, Locality, Country, State or province nameCommon nameSection Contact details: E-mail, Repeat the applicant's e-mail address, Prefix and Phone number 3. Additional fields when activating a company certificate: Required fields: Section Entity details: Name of the entity, Abbreviated name of the entity, Country of the registration authority, Details of the registration authority, VAT Identification Number , E- mail, Person or persons authorized to represent Section Registered office address of the entity: Street, House number, Postal code, Locality, Country, State or province name 4. The last part when filling in an application for a personal or company certificate will be to accept the information clause: Applicant's data for an electronic seal When filling in the application for an electronic seal, the following form will be displayed: Required fields: Section Applicant: First name, Surname Section Identity Card: Type of identity document, Country of issue, Series and number, Expiry date of the document Section Identification of the applicant: PESEL number, Country of issue (if you don't have an assigned number, select the checkbox: I dont have a PESEL number, then these fields will be optional)Date of birth, Place of birth Section Applicant's correspondence address: Addressee's name, Street, House number, ZIP code, Locality, Country, State or province name Section Entity details: Name of the entity, Abbreviated name of the entity, Country of the registration authority, Details of the registration authority, VAT Identification Number , E- mail, Person or persons authorized to represent Section Registered office address of the entity: Street, House number, Postal code, Locality, Country, State or province nameSection Contact details: E-mail, Repeat the applicant's e-mail address, Prefix and Phone number The last part when filling in an application for an electronic seal will be to accept the information clause. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Hostname of Pc Situation: Information request [Ad Hoc Request] Resolution Notes: The electronic signature was activated. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
Servicenow - Unable to find Purchase Order in SNOW
English
hezharjoyo.kaluny@as.corp.airliquide.com
344
Srichandra R-SC
Uncategorized
Published
2025-09-01 4:47:08
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - APAC Servicenow
NaN
NaN
NaN
269
2025-09-01 4:46:35
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Purchase Order can't be found in SNOW Sometime users see different amount in two interfaces. Reference ticket number: ADHOC0799876 BEFORE YOU START: Check the KB0034439 If user said Purchase Order unable to find in SNOW follow below steps STEPS: 1. Do not input PO number directly in the PO number field. 2. Click on the search icon which is available on the PO field. Please refer to the below screen shot 3. One window will appear after clicking on the search icon 4. Please click Search 5. Please input PO number in PO Number field then click enter. 6. You can find the PO number in the PO field and Please refer to the below screenshot 7. The PO will appear without error example LOGGING CATEGORISATION: Business service: BAP - HUB - APAC Servicenow Configuration item: FSSC ServiceNow - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, com, corp, english, find, hezharjoyo, in, kaluny@as, order, po, purchase, r-sc, servicenow, snow, srichandra, to, unable
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KB0048629
TCS Cloud Services - Field Server Issues
English
hezharjoyo.kaluny@as.corp.airliquide.com
28
Bob MOORE-SC
Uncategorized
Published
2025-02-19 4:02:26
4
GIO Service Desk
NaN
#########
NaN
GIO-CS-AMER-Operations
NaN
NaN
NaN
0
2025-02-19 4:02:12
#########
NaN
GIO-CS-AMER-COMMAND_CENTER-L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: User is reporting an issue with field servers. BEFORE YOU START: Other kbs STEPS: Capture as much information as possible from the user and assign the ticket as per below categorization. LOGGING CATEGORISATION: Business service: GIO-CS-AMER-Operations Situation: Bug/Defect [Incident] Assignment group: GIO-CS-AMER-FIELDSERVER-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
access, airliquide, amer, app, application, bob, center, cloud, com, command, corp, cs, english, field, gio, hezharjoyo, issues, kaluny@as, moore-sc, request, server, services, software, support, svcs, tcs, tcs cloud server svcs support app application command center amer gio cs amer field server tomcat tcs cloud services cloud support server access issues request, tomcat
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KB0048706
How to transfer files without remoting to user pc
English
hezharjoyo.kaluny@as.corp.airliquide.com
59
Jen Yip NG-SC
Uncategorized
Published
2025-02-21 3:23:45
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
9
2025-02-21 3:22:33
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: Global ENTITY: ALL SYMPTOMS: The following article describes the process to transfer files/applications without remoting to user pc BEFORE YOU START: Please make sure both user and SD are connected with AL network. STEPS: 1. Type Windows + R, and a pop up window should appear. 2. Type in \\10.235.84.98\c$ 2. Enter your ADM crednetials 3. After entering you will be lead to user file explorer, proceed to copy files/application that you wish. Please make sure user will able to locate it in the file explorer . LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Situation: Adhoc TICKET TYPE: Adhoc ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL _ SYMPTOMS: Functional issue with Medallia interface. Medallia is an app used for customer's feedback. STEPS: Create an incident and assign it to CGI-SALES CRM-L3 LOGGING CATEGORISATION: Business service: Customer relationship Management Category: Application Subcategory: Bug Assignment group (if not L1): CGI-SALES CRM-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L3
COUNTRY/REGION: Global ENTITY: GIO SYMPTOMS: The following article describes the chase process for each of the 3 strikes and the pending codes, which only used by L1.5 Application Team This process applies to: INCIDENTSCATTASKS BEFORE YOU START: L1.5 Application Team only using Google Chat and/or Google Meet to communicate with the end-users. L1.5 Application Team will be updating the tickets every day and striking users who are unable to reach on daily basis. Proceed with ticket closure after 3 consecutive strikes during business days. And have the rights to close the tickets in case the end-users are out of office for longer than 2 weeks. L1.5 Application Team will only communicate in ENGLISH with the end-users. STEPS: Please use below templates for your perusal. 1.1. Template Strike 1 Hello, Good Day! This is the Service Desk Application Support team contacting you about your open request. We sent you an email/chat message on [DATE], regarding the resolution of this issue. Please review the communication we sent at your earliest convenience. Please note that we might contact you again. You can reply to this email or ping me [YOUR NAME] at Google Hangout. We will make an additional attempt in the next 24 hours, or you may call our Service Desk number and reference your work order number for one of our agents to assist you. Please follow us on myITcorner also together with you request latest updates athttps://airliquide.service-now.com/myitcorner?id=al_tickets Through CARM, you can update some of the personal information on your own and which also displays on your Kite Contact, for example; phone numbers Please refer the guide below for more information: https://airliquide.service-now.com/myitcorner?id=kb_article&sys_id=81c45c5cdb8f3b4403b5a0ae85961928 Thank you, Air Liquide GlO Service Desk Application L1.5 Support Strike 2 Hello, Good Day! This is the Service Desk Application Support team contacting you about your open request. We sent you an email/chat message on [DATE], regarding the resolution of this issue. Please review the communication we sent at your earliest convenience. Please note that we might contact you again. You can reply to this email or ping me [YOUR NAME] at Google Hangout. We will make an additional attempt in the next 24 hours, or you may call our Service Desk number and reference your work order number for one of our agents to assist you. Please follow us on myITcorner also together with you request latest updates athttps://airliquide.service-now.com/myitcorner?id=al_tickets Through CARM, you can update some of the personal information on your own and which also displays on your Kite Contact, for example; phone numbers Please refer the guide below for more information: https://airliquide.service-now.com/myitcorner?id=kb_article&sys_id=81c45c5cdb8f3b4403b5a0ae85961928 Thank you, Air Liquide GlO Service Desk Application L1.5 Support Strike 3 Hello, Good Day! This is the Service Desk Application Support team contacting you about your open request. We sent you an email/chat message on [DATE], regarding the resolution of this issue. Please review the communication we sent at your earliest convenience. This is our 3rd and final attempt to reach you. Please contact us over the next 24 hours to prevent your ticket from auto-closing, or you may call our Service Desk number and reference your work order number for one of our agents to assist you. Please follow us on myITcorner also together with your request latest updates athttps://airliquide.service-now.com/myitcorner?id=al_tickets Through CARM, you can update some of the personal information on your own and which also displays on your Kite Contact, for example; phone numbers Please refer the guide below for more information: https://airliquide.service-now.com/myitcorner?id=kb_article&sys_id=81c45c5cdb8f3b4403b5a0ae85961928 Thank you, Air Liquide GlO Service Desk Application L1.5 Support Cancellation Template Dear Customer, This message is to inform you that after several unsuccessful contact attempts, your ticket request [XXXX] has been resolved/closed. However. if you feel that your issue hasn't been fully addressed, you may submit a new request via: 1. MyITCorner 2. Air Liquide Call Center3. Chat Assistance Please find below the link: https://airliquide.service-now.com/myitcorner?id=al_get_assistance We sincerely apologise for any inconvenience this may cause and look forward to resolving your case. Thank you, Air Liquide GlO Service Desk Application Support 1.2. MTTN Guidance Please follow the below MTTN set up as this is aligned with the ticket management process 1.2.1. User is out of office Use the code [UOO] (User Out Of Office) and his date of return as the pending until date. ARTICLE TYPE: Process TEAM: L1.5 Apps
airliquide, application, apps, chase, chase procedure, com, corp, english, hezhar, hezharjoyo, joyo, kaluny-sc, kaluny@as, l1, l1.5 application team chase procedure, l1.5 application team chase procedures, l1.5 apps teams chase procedure, l1.5 chase, l1.5 chase procedure, procedure, procedures, software, teams
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KB0022176
myIT corner- How to submit request for Sales Force Email Forwarding
English
hezharjoyo.kaluny@as.corp.airliquide.com
131
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-30 11:08:52
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
3
2025-06-23 4:17:57
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user called to request to forward email from case.salesforce.com to their email address or specific email address BEFORE YOU START: The recipient must be a salesforce address.With this form, only the email address being requested for forwarding will be processed (each alias must be requested with a new service request). STEPS: Please advise the user to submit request by following the below path Via Service Now https://airliquide.service-now.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3Dcd9560801ba9fc50463b5205604bcba8%26sysparm_link_parent%3Dccdf6eab4f062f009864ca1f0310c754%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dcatalogs_default GIO Services End-User WorkplaceG Suite & Messaging Salesforce email forwarding Kindly inform the user that email forwarding is granted for 12 months.If the request is for an email forward other than Salesforce, user should raise an open demand with security validation. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling to report a functional or availability issue with the MAXIMO /AMELIE (One Maximo) application. STEPS: Create an incident and assign the ticket to: ALZ-AME-GCS-Production Assets-L2APAC: ALZ-AP-GCS-Production Asset L2EU & AMEI: ALZ-EU-GCS-Production Asset L2 LOGGING CATEGORISATION: Business service: ALZ - WW - Production Asset AMER: ALZ - AME - Production AssetAPAC: ALZ - APAC - Production AssetEU & AMEI: ALZ - EU/AMEI - Production Asset Configuration item: One Maximo - PROD / One Maximo AMELIE - PROD Category: Application Subcategory: as per the issue Assignment group: AMER: ALZ-AME-GCS-Production Assets-L2APAC: ALZ-AP-GCS-Production Assets-L2EU & AMEI: ALZ-EU-GCS-Production Assets-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, alizent, amelie, availability, bug, com, corp, defect, english, functional, hezharjoyo, kaluny@as, marine, maximo, maximo one functional availability issue bug defect alizent support amelie, one, perez, support
NaN
KB0052951
BTS Windows - Unable to access folder on a different PC remotely , "No permission" error
English
hezharjoyo.kaluny@as.corp.airliquide.com
52
Muhammad Faiz BIN AZIZOL-SC
Windows - Storage / Performance
Published
2025-09-29 12:51:53
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
13
2025-09-15 5:49:26
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:JAPAN ENTITY:BIS-APAC SYMPTOMS: User trying to access folder on another PC but "You do not have permission to edit folder" error appeared. POSSIBLE CAUSES: User probably using Generic Account to access multiple desktop for work. BEFORE YOU START: Make sure both PC is within the reach of user because SD might need to remote to both PC and user will need to accept the remote session request. STEPS: 1.Remote to the origin PC of the folder(PC that have the folder in hardrive) 2.Select the folder , right click and select properties 3.Click Sharing > advance sharing > Input ADM credentials. 4.Tick/Check "Share this folder" and click "permission" at the bottom. 5.Tick/Check all 3 options(Full control,Change,Read) and click apply.Guide user to try access folder from his PC again. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Devices Subcategory: Support / Assistance Resolution Notes: Reconfigured folder sharing option TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: New roles must be added to an active account of Servitrax. BEFORE YOU START: Open Servitrax and look for the account that needs to be assigned with the new roles. On the User Role tab you can select roles from available roles depending on the user level. Click HERE to view role reference. STEPS: How to "Assign Roles Method 1: Double click on an individual role on the Available roles tab.Continue to add all the required using the previous stepOnce Required roles have been added Click Update button to update the user information Method 2:Click on individual role on the Available roles tab .Click on the button to Add the selected role.Continue to add all the required roles using previous steps.Once required roles have been added, click on the Update button to update the user information If there are any issues, please check with your SD2 or TL LOGGING CATEGORISATION: Ticket template to be used: AME - Servitrax - Account Creation Business service: ALZ - Returnable Asset Configuration item: ServiTrax (Canada) - NAM - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Roles were assigned to user´s Servitrax account. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Bravo How to install BRAVO if the application is missing
English
hezharjoyo.kaluny@as.corp.airliquide.com
24
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-09-02 11:03:23
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
15
2025-09-02 11:03:06
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: BRAVO application is missing from user PC. BEFORE YOU START: Access to below link and select the application name and country that you want to download the installer. BLAC -https://drive.google.com/drive/folders/17Pok3Ba20r4jSzxLu02zExYHitLihEju STEPS: Copy/download the installer to user PC.Run the installerChecked whether the application has been installed to below path or not C:\ASCApps\Country\LIVE\BRAVO LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to download the installer ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC Short description: EPIC/COUPA Error: No access to billing (APAC) [L1.5 Scope] SYMPTOMS: User unable to enter request and get error: No access to billing (for example è Error: No access to ALM Billing) EPIC/COUPA Error: No access to billing (APAC) [L1.5 Scope] POSSIBLE CAUSES: User do not have access to the company in EPIC/COUPA. BEFORE YOU START: Require access to EPIC > Company Setup > Users and CARM in order to verify user access. STEPS: 1. Based on the example giving, user unable to access ALM billing therefore need to check in CARM to confirm users current access. User currently has access to OU_MY_SIG only. 2. Advise user to request access to Company = ALM in CARM. 3. Once approved in CARM, the company access will appear in CARM and EPIC: 4. User to raise the request in EPIC again and close the ticket after user has confirmed the issue resolved. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Access Assignment group: GIO-EUS-SD-APAC-APP-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: EU ENTITY: BIS EUROPE SYMPTOMS: User is calling with no access to his/her Servitrax account. The old password does not work anymore and the account is locked. BEFORE YOU START: Ask user to try initiating password reset via the iAladin Login window as per KB0043343 STEPS: For Servitrax password reset please ask user to raise the request "SERVITRAX - End User Password Reset" via My IT Corner. Please note: This kind of request is visible in user`s My IT Corner account only. In case it cannot be found in user`s My IT Corner either, create an incident and dispatch it to the Servitrax team related to the user`s location. After the request validation in the system, user will receive an email with credentials to log in. After assisting the user by redirecting to the form, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS APAC user contacted SD regarding CWT issues. STEPS: Guide user to email CWT Communication contact (corepr@mycwt.com) as shown in below picture. User may also refer to this link: https://www.mycwt.com/content/dam/vision/pdf/my-cwt/myCWT-FAQ.pdf LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Situation: Application (middleware) corrupted [Incident] Resolution Notes: Service Desk will guide the user to contact the CWT support TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Gideons- Can login to Project AL but projects are not loading
English
hezharjoyo.kaluny@as.corp.airliquide.com
30
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 10:23:56
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
13
2025-08-08 10:22:19
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Can login to Project AL but projects are not loading. STEPS: 1. Check the user has assigned the PROJECTAL USER group 2. Check the user default region is selected 3. The default region is mandatory to select POSSIBLE CAUSES: 1. User is not assigned to the PROJECTAL USER group 2. User is not assign to the default Region LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability [Incident] Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Chrome OS Device - cannot print from Cirrato following Cirrato server migration
English
hezharjoyo.kaluny@as.corp.airliquide.com
41
Maik GERHARDS
Printing / Devices
Published
2025-07-29 19:49:54
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Chrome OS
NaN
NaN
NaN
4
2025-03-19 3:44:39
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot print on Chromebook from Cirrato following Cirrato server migration BEFORE YOU START: If the user needs to setup the Cirrato first time please follow: KB0012979 STEPS: 1. On the top right corner, click on the Xerox Mobile Print Portal application 2. Click on the Logout button 3. The user email address will be already present, click the Next button. 4. Click Add Printers 5. Type "cirrato" and click the "Search" button. 6. Select the Check Box of the Cirrato Follow Print and then click the Done button. 7. Cirrato Follow Print will be added to the Chromebook and the window can be closed. 8. To send a print job, select Cirrato Follow Print from the destination drop-down menu, make any adjustments for the job, such as Coulour/b&W, paper sizer, or others as needed, and finally, click on the Print button. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - ChromeOS Device - Issue Business service: GIO - EUS - UWP - Chrome OS Configuration item: Hostname of related Chrome OS Device Situation: Printing malfunctioning[Incident] Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Edge - force specific URL to be opened with Edge IE mode instead of Chrome
English
hezharjoyo.kaluny@as.corp.airliquide.com
94
Maik GERHARDS
Uncategorized
Published
2025-07-30 11:08:54
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
23
2025-06-26 4:07:29
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User would like to have a specific website (URL) to be opened by Edge Internet Explorer mode by default. STEPS: Home> All Catalogs >End-User Workplace >Device management >Windows device management >Open URL in Edge IE mode and Chrome redirection Redirect user to GIO Catalog to raise the request "To force specific URL to be opened with Edge IE mode instead of Google Chrome (for Compatibility)". or give the link for the request by clicking here. Please note: In case the user does not have access to the GIO Catalog, they must contact their manager or IT Approval or Budget Approval to raise the request on their behalf. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
airliquide, be, chrome, com, corp, edge, english, explorer, force, forced, function, gerhards, google, hezharjoyo, ie, instead, internet, kaluny@as, maik, mode, open, opened, page, site, specific, to, url, web
NaN
KB0044297
EPIC coupa Billing " Type - Expenditure Type" can't select
English
hezharjoyo.kaluny@as.corp.airliquide.com
93
Srichandra R-SC
Uncategorized
Published
2025-09-01 4:44:09
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
108
2025-09-01 4:40:37
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY: SYMPTOMS: User get error when try to submit purchase order. Refer to INC1337116. POSSIBLE CAUSES: EPIC system's date doesn't align with the Oracle transaction duration date BEFORE YOU START: Access require: 1. EPIC to view related purchase order. 2. Oracle to view related project. STEPS: EPIC Purchase Order Start Date Entry: Users need to input the start date of the purchase order into the EPIC system. Checking Oracle Project Status and Transaction Duration Date: Determine the duration date for transactions within the Oracle system. Transaction Duration Date Comparison: Ensure that the EPIC system follows the transaction duration date set in Oracle.If the Epic purchase order date is before the Oracle transaction duration date, adjustments are needed. Example and Solution: If, for instance, the Epic purchase order date is 22/01/24 and the Oracle transaction duration date is 29/01/24The solution would be to ensure that the EPIC system's date aligns with or follows the Oracle transaction duration date (i.e., it should be on or after 29/01/24).If the EPIC system's date doesn't align with the Oracle transaction duration date, adjustments are required either in the Oracle transaction duration date. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: purchase order start dates into the EPIC system, synchronize transaction duration dates with Oracle, and ensure consistency between the two systems to avoid discrepancies ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: How check the actual version of OS Windows 10. BEFORE YOU START: Please note that if you find during your support a Windows 10 machine which is not 22H2 version - the machine must be remastered due to security reasons. STEPS: 1. Remote to the user's PC. 2. Type winver in the search bar on the taskbar, then click on the first result to run the command. 3. You should see the version as per below: LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only Windows Configuration item: Hostname Category: Device Subcategory: OS Resolution Notes: Service desk will remote and assist the user to check and check the version. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS Data correction or update required. Request to clear the Dunning Letter entries from system so that BSC Finance Request update for Bar+ CFD access for delegated (group) email Add user as recipient of E-DO BLAC (OBC) Access to Gideons GTS to view, modify and create DVSRs (provided that user already have access to Gideons in AL Security) STEPS: 1. Guide user to create a Data Update request via MyIT corner. Complex Data UpdateTo update data with complex formula and conditions involving multiple places and information. For example: price revision exercise with certain conditionsURL: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=80bfac8edb411410459b890b0696196b&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 Simple Data UpdateThis simple data update (updating 1 or 2 fields) is used only when the service is not available in Mass Data Upload Tool.URL: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=c0bff497db055450459b890b0696194f&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 2. Create ADHOC ticket and close LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY:USA, Brazil, Argentina ENTITY:BIS AMER SYMPTOMS: The following article describes the support model for Cisco WebEx in the USA and Brazil. Account Profile RequestDevice RequestSoftware RequestDECT (Dematerialized Fax)Various BEFORE YOU START: Cisco WebEx is a telephony (voice only) service that is being deployed across Air Liquide sites. For AME, currently the function has only been deployed in the United States and Brazil. Access For the hard phone, the user will receive credentials via email, once the request has been approved and fulfilled. For the softphone, the user will need to connect with Kite credentials for the first-time login, once connected it will work via SSO with Kite credentials. To Create/Modify/Delete an Office Telephony profile for end-users Manage an Office Telephony profile Request Name: Manage an Office Telephony profile To Order a physical device: hardphone, expansion module and DECT Order an Office Telephony device Request Name: Ordder an Office Telephony device To Request to ask for Various Office Telephony related needs (Webex account related requests, RingCentral related requests) Various Office Telephony needs Request Name: Various Office Telephony needs To Install Cisco WebEx Softphone Cisco WebEx Softphone Request Name: Request access to Cisco WebEx Softphone DECT Fax Usage Mail2fax service, users will receive faxes via email and will also fax via email using the following format: FAXNUMBER@fax.server Pre-requisite: Ensure that the users email address has been allowed to use the Cloud Fax service.Use the E164 format phone number: [+] [country code] [subscriber number including area code] with a maximum of fifteen digits. Add @fax.server at the end.Example: +33157978066@fax.server Relevant Telephony articles: RingCentral - Application Support (AME) Bell BTC Soft Phone - Support Model (AME) Desk Phone - Phone System for US (AME) Desk Phone - Phone System for Canada (AME) STEPS: 1. In case of issues reported with Webex, check if the site is already supposed to be migrated to Webex or not. 2. Assign the ticket accordingly based on the below categorization. LOGGING CATEGORISATION: For incidents: Business service: GIO-NET-Office Telephony Category: Application Subcategory: Support / Assistance Assignment group: GIO-NET-SUPPORT L1 When redirecting to MyITCorner LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
AIMMS - Unable to access AIMMS after the account was created
English
hezharjoyo.kaluny@as.corp.airliquide.com
107
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-29 17:19:21
5
GIO Service Desk
NaN
#########
NaN
LI Plants Operations
NaN
NaN
NaN
33
2025-05-26 3:46:26
#########
NaN
BEU-LI AP-OTHER-PP
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User calls that he/she is unable to access AIMMS after the account was created https://sio-optim.apps.airliquide.com/login.html STEPS: please collect all the information and screenshot and assign to BEU-LI AP-AIMMS LOGGING CATEGORISATION: Business service: LI Plants Operations Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEU-LI AP-AIMMS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BEU-LI AP-AIMMS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to find the product. POSSIBLE CAUSES: Product not available for the location. STEPS: 1. Check if the product exists in Gideons table dbo.PRODUCT · SELECT * FROM dbo.PRODUCT_AVAILABILITY WHERE PROD_NO= #PROD_NO# AND LOCATION_ID =#AGENT_LOCATION_ID# 2. If Yes, check product availability for agent location in dbo.PRODUCT_AVAILABILITY · SELECT * FROM dbo.PRODUCT WHERE PROD_NO= #PROD_NO# LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
GIDEONS - AL security - Unable to access specific function
English
hezharjoyo.kaluny@as.corp.airliquide.com
73
Siti Noor WAHAB-SC
Uncategorized
Published
2025-07-30 5:52:40
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
37
2025-07-02 9:14:32
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is unable to raise credit note POSSIBLE CAUSES: User has no access to the specific function. BEFORE YOU START: Please make sure to include Function or menu the user need to access, User ID to the ticket before assigning to L1.5 STEPS: 1. Check if the user has access to the specific function Select COUNTRY_NAME As CountryName, Country_Group_Name As GroupName, Userid As UserID, [AL_SECURITY].[APPSECURITY].[USER_LOGIN].CREATED_DATE As CreateDate, AL_SECURITY.APPSECURITY.APPLICATION_MODULE.APPLICATION_MODULE_DESCR As Module, ParentFunction.DESCR As MainFunction, AL_SECURITY.APPSECURITY.APPLICATION_MODULE_FUNCTION.Descr As SubFunction From AL_SECURITY.APPSECURITY.COUNTRY_GROUP_USER Inner Join AL_SECURITY.APPSECURITY.COUNTRY_GROUP On AL_SECURITY.APPSECURITY.COUNTRY_GROUP_USER.COUNTRY_GROUP_ID = AL_SECURITY.APPSECURITY.COUNTRY_GROUP.COUNTRY_GROUP_ID Inner Join AL_SECURITY.APPSECURITY.COUNTRY On AL_SECURITY.APPSECURITY.COUNTRY_GROUP.COUNTRY_ID = AL_SECURITY.APPSECURITY.COUNTRY.COUNTRY_ID Inner Join AL_SECURITY.APPSECURITY.USER_LOGIN On AL_SECURITY.APPSECURITY.COUNTRY_GROUP_USER.LOGIN_ID = AL_SECURITY.APPSECURITY.USER_LOGIN.LOGIN_ID Left Join AL_SECURITY.APPSECURITY.LOCATION_USER_LOGIN On AL_SECURITY.APPSECURITY.COUNTRY_GROUP_USER.LOGIN_ID = AL_SECURITY.APPSECURITY.LOCATION_USER_LOGIN.LOGIN_ID Left Join AL_SECURITY.APPSECURITY.Location On AL_SECURITY.APPSECURITY.LOCATION_USER_LOGIN.LOCATION_ID = AL_SECURITY.APPSECURITY.Location.LOCATION_ID And AL_SECURITY.APPSECURITY.LOCATION_USER_LOGIN.Region_ID = AL_SECURITY.APPSECURITY.Location.Region_ID Left Join AL_SECURITY.APPSECURITY.Group_Module_Function On AL_SECURITY.APPSECURITY.COUNTRY_GROUP.COUNTRY_GROUP_ID = AL_SECURITY.APPSECURITY.Group_Module_Function.COUNTRY_GROUP_ID Left Join AL_SECURITY.APPSECURITY.APPLICATION_MODULE_FUNCTION On AL_SECURITY.APPSECURITY.Group_Module_Function.APPLICATION_MODULE_FUNCTION_ID = AL_SECURITY.APPSECURITY.APPLICATION_MODULE_FUNCTION.APPLICATION_MODULE_FUNCTION_ID Left Join AL_SECURITY.APPSECURITY.APPLICATION_MODULE_FUNCTION ParentFunction On AL_SECURITY.APPSECURITY.APPLICATION_MODULE_FUNCTION.PARENT_APPLICATION_MODULE_FUNCTION_ID = ParentFunction.APPLICATION_MODULE_FUNCTION_ID Left Join AL_SECURITY.APPSECURITY.APPLICATION_MODULE On ParentFunction.APPLICATION_MODULE_ID = AL_SECURITY.APPSECURITY.APPLICATION_MODULE.APPLICATION_MODULE_ID Where UserID in ('Saori.NOZAKI','yoshiyuki.yamane') --AND COUNTRY_NAME = 'JAPAN' AND AL_SECURITY.APPSECURITY.APPLICATION_MODULE.APPLICATION_MODULE_DESCR in( 'GBS') -- AND Country_Group_Name IN ( 'E_QUOTATION','SALES') AND ParentFunction.DESCR IN ('Credit Note Request') Group By COUNTRY_NAME, Country_Group_Name, UserID, [AL_SECURITY].[APPSECURITY].[USER_LOGIN].CREATED_DATE, AL_SECURITY.APPSECURITY.APPLICATION_MODULE.APPLICATION_MODULE_DESCR, ParentFunction.DESCR, AL_SECURITY.APPSECURITY.APPLICATION_MODULE_FUNCTION.Descr Order By UserID,Country_Group_Name The user Saori.NOZAKI has no access to credit note request, suggest the user to apply the group_10 - CREDIT NOTE CREATOR* which yoshiyuki.yamane is assigned. 2. Guide the user to raise an access/permission request ticket to apply it through the IT corner. https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=9a60c9a50f51cb00aca9c9cce1050ec0&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 Or https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=fc02c9a7374b8700e1a4cea954990ebe&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 (For China users) LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability Assignment group: GIO-EUS-APP-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:South Africa ENTITY:ALL SYMPTOMS: User calls saying that they need to be connected to the OKI printer BEFORE YOU START: If it is not the first time setup, is there any error message?Please consult the below file to find printer names and associated Host Computers: https://docs.google.com/spreadsheets/d/1ULx9vDQniz64zEdhs7EObB_Duoq7GXTXTKW15Kqyklw/edit?ts=604f3278#gid=0 STEPS: First Time Connection Connect to the end-users PC and enter the name of the Host Computer of the printer in the start menu like on the picture below: In this example we are installing OKI printer OKI ML5521-SG installed on Host Computer alza-1v6yy03-d 2. When the connection to the Host Computer is established, you will see the OKI printer installed on it, do a right click on the printer click on Connect The driver will be automatically installed along with the printer, no need to select it manually during this process. 3. When the configuration is done, ask the user to test printing from the newly installed printer. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: MPS - XeroxModel/brand of the target printer: Printer hostname In case of blank ESS Incident submitted by the user: Business service: BAMEI-Local printers Configuration item: Printer name Category: Devices Subcategory: PrintersResolution Notes: Printer assistance and configuration request submitted. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
airliquide, com, configuration, corp, english, hezharjoyo, kaluny@as, local, maluleke-sc, oki, oki local printers, printer, printers, set, set up, setup, terrence, up
NaN
KB0012049
GIO Catalog - Create a Google Admin Account
English
hezharjoyo.kaluny@as.corp.airliquide.com
59
Laurence AZERRAD
Uncategorized
Published
2025-09-24 10:28:58
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
15
2025-09-24 10:26:08
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to have a Google Admin Account. BEFORE YOU START: Note: User must have access to Google Drive STEPS: Guide user to open a request via: https://airliquide.service-now.com/swp?id=sc_cat_item&sys_id=022839044f3b96c02d8224fe0310c75a&sysparm_category=ccdf6eab4f062f009864ca1f0310c754&catalog_id=4a1e666b4f062f009864ca1f0310c7be The request cannot be submitted until you attach both of the required Admin Charters signed: GSuite Admin Charter LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related lineExplanation: Assist user to raise the MMS Catalogue request for Google Admin Account creation In case of blank ESS Incident submitted by the user: Business service: GLOBAL - My It Corner - Request Business service: GIO - EUS - Service Desk Category: Application Subcategory: Access Resolution Notes: Show where to go request submitted.
Oracle - AME Approval shows error caused by invalid assigned Business Group
English
hezharjoyo.kaluny@as.corp.airliquide.com
84
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:33
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
70
2025-08-25 4:34:33
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: AME Approval shows error: Refer to INC0888287, INC0928314 POSSIBLE CAUSES: Incorrect employee details assigned to the business group BEFORE YOU START: Require access to: 1. Oracle User Maintenance (by Country) 2. Oracle SQL Query ALPROD STEPS: 1. From the person ID shows in error, check the status: select a.end_date,a.employee_id,a.*from apps.fnd_user awhere employee_id=17380 2. Check in Person field in Oracle User Maintenance: For this issue, the AME Approval workflow issue is for OU_AU_ALA but shows that "Person" was assigned to employee details with BG_ALNZ. 3. Update "Person" with correct employee details and business group. 4. If correct employee details and business group not available, request from myalbssb-fssc-mdm@airliquide.com (for non-China Entities). For China, the employee details should sync automatically from HR system. 5. Advise user to re-initiate the workflow. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
OBC - Downloaded Trip Disappear (missing) from tablet
English
hezharjoyo.kaluny@as.corp.airliquide.com
2
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:12:27
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
7
2025-06-17 9:49:47
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Downloaded Trip Disappear (missing) from tablet POSSIBLE CAUSES: 1. Trip stops cancelled. 2. Trip stops moved to another trip. STEPS: 1. Trip A is loaded in OBC. 2. Trip A is missing from OBC. 3. Query database for Trip A. 4. Check if the trip has been confirmed. 5. Check if the trip has been cancelled. 6. Check if the trip has been transferred to another Driver. Note: If one of the steps 4, 5 and 6 is true, it is alright for Trip A to disappear from OBC If the above steps did not solve the issue, raise an incident with the following details LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-BLAC-L2
Okta - Issue with Version 5.1.3.0 - Desktop App Does Not Open
English
hezharjoyo.kaluny@as.corp.airliquide.com
627
Maik GERHARDS
OKTA / Mobile Enrollment
Published
2025-09-29 14:45:45
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
203
2025-07-01 6:01:24
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article describes the steps to follow in case an end-user is reporting an issue with opening OKTA version 5.1.3.0 POSSIBLE CAUSES: Application installation on the PC is corrupted. STEPS: 1. Connect to the end-user's computer 2. Open CMD as administrator and run the following command: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01601_okta_okta-verify-prod_5.1.3.0-4b0cd42_ml_48 -install If PC was initially configured with Windows11 (CUW11) and not migrated from Windows10, use the below command instead: "C:\Program Files (x86)\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01601_okta_okta-verify-prod_5.1.3.0-4b0cd42_ml_48 -install 3. If the command is running well, CMD will look like this: At this point, you just need to wait a few minutes until a new line appears expecting a new command to be input, when that happens, it means that the installation is done, you can look for the OKTA app and test it with the end-user. If the cmd window does not look like the above after running the command but instead, it is immediately showing a new line awaiting a new command, it means that the command did not run successfully, in this case, proceed with step 4. 4. If the command did not run successfully, it can mean that according to Marimba, the app is supposed to be installed already. After double-checking whether the app is there or not, you can try to uninstall and then to unsubcribe the OKTA package, so that later we can attempt to install it back. The commands are the following: To Uninstall: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01601_okta_okta-verify-prod_5.1.3.0-4b0cd42_ml_48 -remove To Unsubscribe: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\tuner.exe" -remove https://marimba.apps.airliquide.com:5282/GIO/Components/g_01601_okta_okta-verify-prod_5.1.3.0-4b0cd42_ml_48 If PC was initially configured with Windows11 (CUW11) and not migrated from Windows10, use the below command instead: To Uninstall: "C:\Program Files (x86)\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01601_okta_okta-verify-prod_5.1.3.0-4b0cd42_ml_48 -remove To Unsubscribe: "C:\Program Files (x86)\Tuner\tuner.exe" -remove https://marimba.apps.airliquide.com:5282/GIO/Components/g_01601_okta_okta-verify-prod_5.1.3.0-4b0cd42_ml_48 Each command will run for a few minutes, the 'Uninstall' command will produce the same two lines similar to the screenshot at step 5., the 'Unsubscribe' command will likely be done very fast and no additional lines will appear. 5. After running the 'Uninstall' and 'Unsubscribe' commands, run the 'Subcribe and Install' command from step 3 again, if it runs as per the screenshot included at that step, the installation is ongoing and OKTA is expected to be installed in the next few minutes. 6. Test the installed app with the user, as it is a fresh installation, the computer needs to be removed from the user's list of OKTA authenticators on the OKTA Admin Console and then it can be re-activated. LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: Okta Category: Application Subcategory: Functional / Technical issue Resolution Notes: Current version of OKTA successfully installed. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User unable to access BAR+/CFD and get this security error: BEFORE YOU START: Try to login using Google Incognito to reconfirm the issue. STEPS: 1. Click Manage your Google Account 2. Select Security 3. View Your connections to third-party apps & services: 4. Select Delete the connections you have with BAR+ Google Synchronization? and confirm to delete: 5. Advise user to try again login using current Windows password LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - BAR+ Configuration item: GIDEONS (APAC) - PROD or Bar+ (APAC) - PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: As mentioned above ARTICLE TYPE: FCR, Assignment TEAM: L1, L1.5 Apps Team
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: CARM user profile information update BEFORE YOU START: CARM (Centralized Access Rights Management) is an ALSEIS application which allows users to manage access rights to shared folders, membership to distribution lists and opening/closing of Windows accounts. STEPS: AL employee: update in Workday Subcontractors: update in CARM LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CARM - Request Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Assisted user on how to update user information in CARM. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: User unable to login to CIS portal. Error message : Invalid UserID or Password. POSSIBLE CAUSES: User CIS account is not yet created, or inactive in CIS Refer to KB0020452 to check user's CIS access STEPS: 1. Login to CIS portal. 2. Enter user's name. 3. Check user's status. Make sure it's showing "Active" LOGGING CATEGORISATION: Business service: BAP - HUB - CIS Configuration item: CIS - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, cis, cis login, cis portal, com, corp, customer, customer installation, english, hezharjoyo, installation, julia, kaluny@as, login, portal, ramlan-sc, unable, user unable to login to cis portal
NaN
KB0041416
How to access the ESM eBusiness applications
English
hezharjoyo.kaluny@as.corp.airliquide.com
28
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-09-29 14:34:44
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - eBusiness EL
NaN
NaN
NaN
12
2025-08-04 8:20:20
#########
NaN
BAP-COE-DIGITAL-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User need assistance to access eBusiness application. BEFORE YOU START: Please check if the user already has access. if user does not have access, guide user to submit request via CARM here: How to request access for ESM eBusiness-KB0041308 STEPS: Q: What steps do I take to access the approved eBusiness applications? A: Use the URL provided to log in to the eBusiness applications. Q: How can I identify the actions I need to perform within the application? A: There are two main ways to identify your actions within the application: Notification Bell: Click on the notification bell icon. It will show a list of notifications. Expand these notifications to reveal the specific actions you need to perform.Orange Items: Keep an eye out for items highlighted in orange throughout the application. This color indicates pending actions. You'll find these on various pages like the home page, RFQ request pages, or catalog. These highlighted items signify tasks that require your attention and action. Q: I requested new roles, but I still don't have the ability to perform the actions. What should I do? A: If you've requested new roles and haven't gained the ability to perform actions, follow these steps: Wait for Role Propagation: Once your new roles are approved, it may take approximately an hour for the changes to take effect across the system.Logout and Login: After the waiting period, log out of the application and then log back in. This will refresh your access and allow you to perform actions based on your newly authorized roles. Q: What distinguishes Pending Action, My Request, and All Request? A: These terms have distinct meanings in the context of RFQ requests: Pending Action: This refers to a list of RFQs that require your specific action. These are requests that you need to address or respond to.My Request: This is a list of RFQ requests that you initiated. It includes requests that you have submitted for consideration.All Request: This list encompasses all RFQ requests with the same entity. It includes requests from various individuals related to the same entity, giving you a broader overview of all ongoing requests. Q: How can I find out the current steps and their expected dates for my RFQ request? A: To track the progress and expected timeline of your RFQ request, follow these steps: Go to the "Timeline" section. Here, you'll find a clear view of the current steps your request is undergoing and the anticipated dates for upcoming steps in the process. Q: How can I view the details within the RFQ/Catalog table? A: To access details within the RFQ/Catalog table, you have two options: Hover Action: Hover your cursor over the table, and an action button will appear. Click this button to view more details.Click Table Row: Alternatively, clicking on a specific row within the table will redirect you to the detailed page for that particular item. This provides a comprehensive view of the information you need. Q: How can I create an RFQ (Request for Quotation)? A: There are three methods to initiate an RFQ request: Home Page: Create an RFQ from the home page.RFQ Request Page: Generate a blank RFQ or modify an existing RFQ form.Molecule Catalog Page: Hover over items to find the "Launch RFQ" button, which takes you to a pre-filled RFQ form. These options provide flexibility for initiating an RFQ based on your needs. Q: Where can I locate the Molecule Catalog, Logistic Catalog, and Spec Catalog? A: You can find these catalogs using the following steps: Home Page: Look for links to the Molecule and Logistic Catalogs on the home page. Catalog Page: After accessing the catalog, you'll see three tabs at the top: Logistic, Molecule, and Spec. Clicking on any tab will display the corresponding catalog data, allowing you to access the specific information. Q: The dropdown menu doesn't contain any items, and I can't proceed to submit the form. What should I do? A: If the dropdown menu is empty, follow these steps: Contact the WBL admin to update the dropdown list with the required items.Alternatively, you can raise a ticket to address the issue and ensure the necessary items are added to the dropdown menu, allowing you to proceed with form submission. LOGGING CATEGORISATION: Business service: BAP - HUB - eBusiness EL Configuration item - eBusiness EL - PROD & AP-S-E0-BSC-EBUSINESS-PROD category: application subcategory: availability and performance issue Assignment group (if not L1): BAP-COE-DIGITAL-L2 ARTICLE TYPE: FCR TEAM: L2
access, airliquide, applications, com, corp, ebusiness, english, esm, fernandez-sc, hezharjoyo, how, how to, kaluny@as, mariacecelia
NaN
KB0051399
PDF24 - Unable to use OCR function
English
hezharjoyo.kaluny@as.corp.airliquide.com
66
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-07-30 11:35:34
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
7
2025-07-03 4:26:16
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User received below error when try to use OCR function. POSSIBLE CAUSES: The function is not configured yet. STEPS: 1. Download this file and save it to C:\Program Files\PDF24\tesseract 2. Download osd.traineddata file and the required language traineddata from this link and save it to C:\Program Files\PDF24\tesseract\tessdata LOGGING CATEGORISATION: Ticket template to be used: NA Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Download the required file to target folder TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
myGAS - automated email is sending email to wrong distirbution list
English
hezharjoyo.kaluny@as.corp.airliquide.com
36
Siti Noor WAHAB-SC
Uncategorized
Published
2025-09-29 14:53:37
5
GIO Service Desk
NaN
#########
5.00
BAP - HUB - EAPP - ECAPEX
NaN
NaN
NaN
10
2025-06-02 12:00:28
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: myGAS automated email is sent to the incorrect distribution list. STEPS: 1. Go to CMS portal http://as-gidpa-nea/gideonsweb/ALGem/cms/webclient#!/customers 2. Navigate to Customer. 3. Click on Address Maintenance. 4. Enter the Customer Number. Click on the Search button. System will display the record. Click on the Edit icon. 5. Amend the email address. LOGGING CATEGORISATION: Business service: BAP - HUB myGas Configuration Item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 App
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: When user inform that printer token has lost want to reissue another token STEPS: 1. Guide user to ask admin. 2. If admin has no spare one, please guide user to send a submit request using below form: [Request for a computer accessory (APAC)] https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=91fa0b564f13b600eaa6ab6ba110c776&sysparm_category=7bd437494fea5a003d9524fe0310c791 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
Oracle - Value xxxxx in segment Account has expired.
English
hezharjoyo.kaluny@as.corp.airliquide.com
7
Srichandra R-SC
Uncategorized
Published
2025-09-29 14:07:43
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
6
2025-08-05 3:17:04
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Value xxxxx in segment Account has expired. POSSIBLE CAUSES: Value xxxxx in segment Account has expired BEFORE YOU START: Access to view Invoice in EPIC STEPS: Navigator：General Ledger Manager / Payable Admin a) Setup-> Flexfields->Key->Values->Open b) Cost Center: Tick Value Set fieldFind AL_AFF_COST_CENTERInput cost center value Click Find c) Remove Cost Center remove end date d) Then check enable and Save Please refer below screenshot e)After the changes has been effective in Oracle, email user and get confirmation. f) Once confirmed, close the ticket. LOGGING CATEGORISATION: Ticket template to be used: NA Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Situation: Bug/Defect [Incident] Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
account, airliquide, com, corp, english, expired, has, hezharjoyo, kaluny@as, oracle, r-sc, segment, srichandra, value, value xxxxx in segment account has expired., xxxxx
NaN
KB0052218
GTS - After login to GTS web, the screen is empty
English
hezharjoyo.kaluny@as.corp.airliquide.com
47
Pawel WANDAS
Uncategorized
Published
2025-08-07 12:36:05
4
GIO Service Desk
NaN
#########
NaN
EE Cylinder Tracking
NaN
NaN
NaN
10
2025-08-07 12:31:08
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: BG, ROU, TUR ENTITY: All SYMPTOMS: GIDEONS / GTS - After login to GTS the screen is empty POSSIBLE CAUSES: The user doesn't assigned to Inventory Location in GTS. STEPS: 1. - Login to GTS 2. - Go to Configuration -> Inv.Location Supervision 3. - Search for inventory ID provided by the user 4. - double click on the result 5. - Click on 'assign user' button 6. - Search for the user 7. - double click on chosen one. 8. - Press SAVE button on the bottom right corner LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: EE Cylinder Tracking Configuration item: (if applicable) Category: Application Subcategory: Bug Assignment group (if not L1): GIO-EUS-SD-GIDEONS-L1.5 Resolution Notes: Assign user to inventory location TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
after, airliquide, anything, app, cannot, com, corp, do, empty, english, gts, hezharjoyo, issue, kaluny@as, login, nothing, on, pawel, screen, see, software, wandas, web
NaN
KB0034520
Request access to Japan eApps website http://as-asc-eapps/jwf/
English
hezharjoyo.kaluny@as.corp.airliquide.com
35
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-07-30 5:31:06
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS
NaN
NaN
NaN
18
2025-07-03 6:23:25
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User have no access in Japan eApps website [http://as-asc-eapps/jwf/ ] This site has links to Japan eApps: Workflow, Ringi, B+PLUS, eCapex, Resource Booking (?????), Salesforce, Workorder, etc. If user have no access, it will show as below. If user have the access, they can clik to the button within the page to access each apps website link. POSSIBLE CAUSES: User don't have the access to use the site. BEFORE YOU START: Japan eApps website [http://as-asc-eapps/jwf/] can only be accessed via Microsoft Edge brrowser. STEPS: To have the access to use this site, user must submit the access request via MyITcorner Home > myITCorner Catalog > E-APPLICATION > Grant Access Request link: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=1e6ee7fddb45d010459b890b069619cc&sysparm_category=146f5b8a4fcf3e40eaa6ab6ba110c7c7 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Users try to open the OBC app but the app is not responding. BEFORE YOU START: Please get below information from user Delivery WeightSales Volume STEPS: Escalate to OSS for app re-installation LOGGING CATEGORISATION: Business service: BAP HUB BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-FS-JAPAN-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EGYPT ENTITY:BIS AMEI SYMPTOMS: User calling to request access to COT : access/account creation/account modification/report access STEPS: Ask user to create a request through : Home > All Catalogs > IT > Applications > Business Application > COT User Requests LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
GIDEONS - MFC (Monthly Charge) has been zerorised but it is still appearing on invoice
English
hezharjoyo.kaluny@as.corp.airliquide.com
15
Julia RAMLAN-SC
Uncategorized
Published
2025-08-20 7:05:26
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
2
2025-08-20 7:04:51
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User reported Monthly Facility Charge has been set to 0.00 but system still charge the monthly invoice POSSIBLE CAUSES: 1) Only the price is zerorised but the monthly charge is not2) Next Invoice Month is still on the sequence and running STEPS: 1) Check the Monthly Charge setting for the said customer in the Special Price Maintenance setting. You may also use this following SQL script to check: SELECT * FROM [dbo].[CUST_MONTHLY_CHARGE] WHERE CUST_NO = 'XXXXXX' SELECT * FROM [dbo].[CUST_MONTHLYCHARGE_AUDIT] WHERE CUST_NO = 'XXXXXX' ORDER BY ID DESC 2) The price is set to 0.00 but the Monthly Charge is not. Also, the next Invoice Month is still on the sequence and running. 3) Advise user to delete the price if it's no longer necessary/required for this customer. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
airliquide, appearing, been, but, charge, com, corp, english, facility, facility charge, gideons, gideons - mfc (monthly charge) has been zerorised but it is still appearing on invoice, has, hezharjoyo, invoice, julia, kaluny@as, mfc, month, monthly, monthly charge, price, ramlan-sc, special, special price, still, zerorised
NaN
KB0022403
AUHEALTHCARE: Sleepware Issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
55
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-09-29 14:33:35
5
GIO Service Desk
NaN
#########
5.00
BAP - AUHC - Managed Applications - Dynamics Great Plains
NaN
NaN
NaN
10
2025-08-11 8:51:15
#########
NaN
BAP-ALAHC-APP-L1
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC SYMPTOMS: If user called that they cannot import/transfer patient's data as shown below. STEPS: Kindly get all the details from the user (screenshot, error message) and assign the ticket accordingly. LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications - Dynamics Great Plains Configuration item: Dynamics Great Plains - PROD Category: Application Subcategory: Availability [Incident] Assignment group (if not L1): GIO-EUS-FS-AUSTRALIA HEALTHCARE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
CUP 2024 - Windows 11 upgrade for shipping company Japan
English
hezharjoyo.kaluny@as.corp.airliquide.com
66
Muhdnursafwan SALEHUDIN-SC
Windows - Storage / Performance
Published
2025-09-01 12:13:35
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
42
2025-09-01 12:13:08
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:Japan ENTITY:BIS-APAC SYMPTOMS: User received notification to upgrade windows to Windows 11 STEPS: Guide user NOT to upgrade to windows 11 Shipping company list can be check below. http://as-jp-wptk8/JAGBLK/BasicInfo/MST_BASE_LST.aspx LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CUP 11 - Request Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: Guide user not to upgrade to windows 11 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
GIDEONS - Monthly charge for customer not issue invoice
English
hezharjoyo.kaluny@as.corp.airliquide.com
20
Julia RAMLAN-SC
Uncategorized
Published
2025-08-25 4:23:23
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
10
2025-08-25 4:22:56
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: 1) User reported Monthly charge for customer does not issue invoice when the monthly charge setting is available POSSIBLE CAUSES: 1) The monthly charge for that customer is not added for the mentioned month_ref. 2) The monthly charge is not generated is because the next_invoice_month is not correct. STEPS: 1) Use the following query to check the setting SELECT NEXT_INV_MONTH,EFFECTIVE_DATE,APPROVED_EFFECTIVE_DATE, *FROM [dbo].[CUST_MONTHLYCHARGE_AUDIT] WHERE CUST_NO = 'XXXXXX ' ORDER BY ID DESC SELECT FACILITY_CHARGE,INV_FREQ, * FROM PARENT_CUSTOMER WHERE CUST_NO = 'XXXXXX' LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Excel - No printer showing in the printer list "There is no printers installed" Error
English
hezharjoyo.kaluny@as.corp.airliquide.com
15
Mohdasnawi MAKMON-SC
Printing / Devices
Published
2025-07-15 8:02:29
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
3
2025-07-15 8:01:38
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When trying to print document in Excel (or MS Office), but there is no printer showing in the printer list, with "There is no printers installed" message in the dropdown list Not even Print to PDF menu is not showing in the list.The issue is happening recently as user was able to use this before on the same PC POSSIBLE CAUSES: PrinterSpooler services might not started The Printers in the Printer & Scanner list is not ready (Not connected/no driver) BEFORE YOU START: Check when this issue occurs, is it recent? Have user print from the same PC before? STEPS: Launch Services.msc as ADM, and restart the printer spooler. If not working, try to turn of PC using "Advanced Startup Options" method (choose from below) > when Choose an option screen appears, select "Turn off your PC".Let the PC Shut down for a while and restart to check if issue is resolved Using Settings: Open the Settings app.Go to System > Recovery.Under Recovery options, click Restart now next to Advanced startup. Using the Shift Key: Click the Start button and then the Power button.Hold down the Shift key and click Restart. Using Command Prompt: Open Command Prompt as an administrator.Type shutdown /r /o /f /t 00 and press Enter. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Assist user to configure the printer setting TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
advanced, advanced startup, airliquide, com, corp, english, excel, hezharjoyo, installed, kaluny@as, list, makmon-sc, mohdasnawi, no, no peinter, peinter, printer, printer list, printer spooler, printers, showing, spooler, startup, there, there is no printers
NaN
KB0013077
SHARED FOLDERS NOT MANAGED BY CARM - Access (HOMECARE)
English
hezharjoyo.kaluny@as.corp.airliquide.com
112
Andre LAURENT
Uncategorized
Published
2025-09-29 14:55:28
6
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
87
2024-12-25 2:27:51
#########
NaN
ALEHOS - INFRASTRUCTURE
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: Users from Bis Home Healthcare would like to have access to shared folders which are not managed by CARM as they do not have access to them. STEPS: Assign ticket to ALEHOS - INFRASTRUCTURE indicating the full path to the shared folder user would like to get access to. List of the servers: site ALHIST Bagneux: \\FR-S-ALSD-file1Dinno-Sante: \\DINNO-FILES LOGGING CATEGORISATION: Business service: BHC - Other applications Situation: Bug/Defect [Incident] Assignment group: ALEHOS - INFRASTRUCTURE TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User unable to login Unix, needs UNIX password to be reset. STEPS: Ask user to raise a request in the IT Catalog of Manage My Service Request: Reset a Unix password account. Request location: Manage My Service > Catalogs > GIO Services > Business Apps Foundations > Hybrid Cloud > IaaS VM > Reset a Unix password account https://airliquide.service-now.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D6c2387b84f3592003d9524fe0310c73e%26sysparm_link_parent%3Da4dfaeab4f062f009864ca1f0310c701%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dtext_search LOGGING CATEGORISATION: Ticket template to be used: My It Corner Request Business service: GIO - EUS - Service Desk Configuration item: MyITCorner PROD Situation: Assistance using MyITcorner portal [Incident] Resolution Notes: Service Desk will guide the user to submit request via myIT corner TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to have account to Large Industry Applications: AIMMS, ALPIMS, ORACLE LI, DALIE, Digital Plants, KEPLER, LIRIS, MAPINFO, MIKADO, MINITAB, OFELIE, ORACLE LI -ALBI Finance, ORACLE LI- ALFI, ORACLE UTILITIES, ORELIE, Production Control Database, RAM Tool-SRA STEPS: Request on My It Corner needs to be created: Home > myITCorner Catalog > Applications > Business Application > Large Industries Applications https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item_guide&sys_id=898674234ffed2403d9524fe0310c7a7&sysparm_category=4e84a2064f07c2009864ca1f0310c79c LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance with opening a file with the not default app, for example a .tpm in Excel BEFORE YOU START: Check on user's PC, if the software is installed. In case it's missing, kindly proceed with KB0019506, KB0021689, or KB0012053 STEPS: Right click on the file, and select "Open with". If the needed software is not listed, please search for it with clicking on "Choose another app". You can also set it as default app as below: LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname of PC Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Gideons Web, WIP, GTS application not responding. Reference Ticket No:- INC1631286 STEPS: 1)Open chrome browser >Go to Customize and control Google chrome >Go to History>Again go to History and click on it. 2)Click on Delete Browsing data 3)popup open as shown below ? Select Advanced> Time Range set as All Time >Select All Checkboxes > Click on Delete Data POSSIBLE CAUSES: An application might display "not responding" when it gets stuck performing a task, usually due to issues like insufficient system resources (memory or CPU), network connectivity problems, a bug in the application itself, conflicting software, outdated updates, or a corrupted data source, preventing it from properly responding to user input. LOGGING CATEGORISATION: If the above steps did not solve the issue, please raise an incident with the following details: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug Assignment group: BAP-COE-GID-L2 ARTICLE TYPE: FCR, Assignment TEAM: L1, L1.5 Apps
airliquide, browser, clear, com, corp, english, gideons, hezharjoyo, history, how, how to clear the browser history ?, kaluny@as
NaN
KB0021791
ShareX - Screen Capture and Recording tool
English
hezharjoyo.kaluny@as.corp.airliquide.com
29
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-06-24 8:52:07
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
5
2025-06-24 8:50:55
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User want to know software that can be used to record the screen (as video) with possible narration function. ShareX is a free and open source program that lets you capture or record any area of your screen and share it with a single press of a key. It also allows uploading images, text or other types of files to over 80 supported destinations you can choose from. ShareX supports many ways to capture or record your screen Details: https://www.microsoft.com/en-us/p/sharex/9nblggh4z1sp?activetab=pivot:overviewtab BEFORE YOU START: User must submit a request from MyITCorner [Download & install non-standard softwares (APAC)] https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=79d1f61e4fdf7600eaa6ab6ba110c785&sysparm_category=7ccd2a8f4f4b1a409864ca1f0310c7fb STEPS: Assign to OSS if user requested from MyITCorner LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:BIS APAC ENTITY:APAC SYMPTOMS: Need to change GST Status GST amount mismatched or not updated STEPS: 1. Guide user to create a Data Update request via myIT corner. Complex Data UpdateURL: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=80bfac8edb411410459b890b0696196b&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 Simple Data UpdateURL: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=c0bff497db055450459b890b0696194f&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 2. Create Incident ticket and close *For issue (INC), please choose the relevant "Situation" and assign to L1.5 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Ring Central - How to Resolve Security Certificate/Service Unavailable Error
English
hezharjoyo.kaluny@as.corp.airliquide.com
116
Zeshan KHALID-SC
Uncategorized
Published
2025-08-19 11:02:08
5
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
32
2025-07-17 3:35:26
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:AME ENTITY:BIS AMER SYMPTOMS: The following article explains the process for resolving the Security Certificate/Service Unavailable Error when launching the Ring Central application on the user's computer. POSSIBLE CAUSES: RingCentral phone app not updated. Computer lacking updates for a long time. BEFORE YOU START: This error only occurs on the old RingCentral Phone App, which is currently being phased out, all AL employees must upgrade to the new RingCentral Desktop App. Please follow the steps in this document to do so. STEPS: Step 1: Add or Remove Programs On the bottom left side of your screen, click the search bar, and type add. Then click add or remove programs. Alternatively you may uninstall from Control Panel>>Programs>>Programs & features>>Uninstall a program. Step 2: Uninstalling RC Phone App Search for "ring" or scroll down the list to find RingCentral Phone. Uninstall all RingCentral applications with the phone icon only (do NOT uninstall anything with the R icon) Step 3: Download RC Desktop App using this link: https://app.ringcentral.com/download/RingCentral.exe Once it's downloaded click on it to launch it and install it: Step 4: Have user sign into application Then click "Sign in" and enter your email, then press next. Then enter your password and click "Sign in". Then on the next screen click on the dialogue with the email. Now check your email for a code, you should receive it in about 5 mins. If you don't receive the code, please ask your manager if they have received it. Enter the code on this screen. Once you have signed into RingCentral, please click on review location. Next, click on the plus sign to add your location information: Click on save and you're done. LOGGING CATEGORISATION: Ticket template to be used: AME - RingCentral Business service: GIO-NET-Office Telephony Category: Application Subcategory: Availability and Performance Issue Resolution Notes: Assisted user to resolve "Security Certificate"/"Service Unavailable" error on RingCentral. TICKET TYPE: Incident (INC) ARTICLE TYPE: FCR TEAM: L1
airliquide, app, application, central, certificate, com, corp, english, hezharjoyo, how, installation, kaluny@as, khalid-sc, reinstallation, resolve, ring, ring central how to resolve security certificate service unavailable error app application software update upgrade issue installation reinstallation, security, service, software, unavailable, update, upgrade, zeshan
NaN
KB0053056
EPIC - Create New Company Addresses
English
hezharjoyo.kaluny@as.corp.airliquide.com
51
Thomas Marc Maurice FAVARO
Uncategorized
Published
2025-09-18 11:03:10
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
10
2025-09-18 11:02:30
#########
NaN
BAP-COE-EPIC-L2
EPIC Users can request to create a new company address. Can advise users to download the latest Company Address template from EPIC and fill up the template for bulk upload. Otherwise, EPIC Team should be able to provide the template for user perusal. How To Create New Company Address in EPIC: 1. From the EPIC Homepage > Admin Setup > Company Addresses 2. Create a New Company Address in EPIC. 3. Fill in the fields per template provided by the requester. 4. Input ticket details in the User Change History Comments 5. Then can proceed by clicking Save.6. Update Ticket/Task Reference Address Created / Updated - 23/09/2024 *Note: An existing address should have a location code. (ie. Japan). Search the location code and update the address with the new details. Once done, kindly notify requesters upon completion. Important Note: 1. Ensure to fill up mandatory address. 2. Kindly check if there is any existing company address created to avoid duplicate addresses. END LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: guide user apply via EPIC Homepage > Admin Setup > Company Addresses TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
EPIC - Transfer Requisitions or Purchase Order ownership
English
hezharjoyo.kaluny@as.corp.airliquide.com
165
Julia RAMLAN-SC
Uncategorized
Published
2025-09-02 12:39:25
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
157
2025-09-02 12:37:23
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User request for Requisitions or Purchase Order ownership. Refer to ADHOC0917307 POSSIBLE CAUSES: Change to the new Requester BEFORE YOU START: Have access to view the requested Requisitions or Purchase Order in EPIC STEPS: 1. Search for the Requisitions or Purchase Order in EPIC 2. Check for the Requester 3. L1.5 do not have authority to change the requester, therefore need to escalate to L2 team LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 (Analysis) BAP-COE-EPIC-L2 (Resolver) ARTICLE TYPE: Assignment TEAM: L1.5 Apps, L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling he/she is unable to authenticate Okta with Zscaler. POSSIBLE CAUSES: New PC , new user has ZScaler connection issue or shared login computers. BEFORE YOU START: User must be connected to AirLiquide Network i.e. Office Network (LAN/Office Wifi) or Secure Remote Access (Ivanti) or mobile hotspot. User must register with OKTA/Setup Okta Verify to the desktop or mobile phone KB0028488 - OKTA - How to activate Okta Verify on PC (GLOBAL) STEPS: 1. Remove Zscaler in Add/Remove programs in Control panel. Password to remove Zscaler : Please contact with Floorwalker. 2. Install Zscaler: from BBCA: g_01669_zscaler_z-app-4.4.0.395_en_48 Zscaler pop up window comes up asking for login name. Please use the users firstname.lastname@eu.corp.airliquide.com to login. There will be two options. Click on the normal Zscaler. After you will be able to login with the OKTA. If error still persists, please restart PC and try again. If user is still facing the issue. please try to connect to a mobile hotspot instead of the office network. Then user can try to login again to zscaler. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Secure Internet Access - PROD Category: Application Subcategory: Availability and Performance Issue Resolution Notes: Re-install Zscaler. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: SINGAPORE ENTITY: BIS APAC SYMPTOMS User need assistance to install PISA Software BEFORE YOU START: Make sure user has the raised the My IT Corner request - non standard request. ( or User have already previous version installed. STEPS: Take the installation source file from NAS folder. Needs licence to be added in the request by Cluster Manager. PISA Software - How To Install PISA Software (SG) How To Install PISA Software Type CMD run as administrator D:\PISA folder > Type PiSAsales.jar Click Next Click I accept the above license terms. Click Next Click Next Choose Basic installation. Click Next Click Next Click Next Now Install the PISA Software Weiter German language is Click Next Choose I accept above license. Click Next Click Next Click Next Now Click Installation Installation PISA Software Click Finish . Now PISA Software is Done On the desk got PISA Icon LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Situation: How-To/Question [Ad Hoc Request] Resolution notes: Service Desk will assist the user to submit request via myIT corner TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
Collection Management Note Bulk Data upload in Gideons
English
hezharjoyo.kaluny@as.corp.airliquide.com
95
Pallavi GUPTA-SC
Uncategorized
Published
2025-07-29 15:14:55
8
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
2
2024-08-29 3:49:52
#########
NaN
BAP-COE-GTS-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Collection Management Note Bulk Data upload STEPS: Step 1: Access Gideon web -> Finance -> Credits & Collections -> Batch Note Upload Step 2: Upload the data using template and click on upload. Sample Template link- https://drive.google.com/file/d/1NRxVnwRHLaYZQx25bq3TqYoDVc_Fff29/view?usp=drive_link Step 3: Test the uploaded data Alternatively, if a user is facing any issue while uploading data they can raise a Complex Data Update Catalog request for L2 Gideons Team. _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
AL website - information about the owner of the AL websites
English
hezharjoyo.kaluny@as.corp.airliquide.com
72
Stephane QUANTIN-SC
Uncategorized
Published
2025-09-12 5:49:03
4
GIO Service Desk
NaN
#########
NaN
BCF - Communication - Internet websites
NaN
NaN
NaN
24
2025-09-12 5:48:24
#########
NaN
BCF-Communication-GWF-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User need to know who is the owner of the web application or how to apply for a change on it. POSSIBLE CAUSES: User need to be the owner of an Airliquide Website. BEFORE YOU START: Make sure having a clear request from the user. STEPS: In case user needs to know the owner of an AL website application user need to open a request via the following categorisation. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BCF-Communication - Internet websites Configuration item: BCF - Communication - Internet websites - Generic Offering Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BCF-Communication-GWF-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
about, airliquide, al, al website - information about the owner of the al websites, com, corp, english, hezharjoyo, information, kaluny@as, owner, quantin-sc, stephane, website, websites
NaN
KB0020432
OBC EDN Blank Issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
14
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-08-25 4:03:59
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
7
2025-08-25 4:03:14
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: There was a problem that EDN (pdf) was delivered as a blank sheet from OBC. At that time, if requested by NSC / CSC, please restore EDN according to the following procedure. BEFORE YOU START: Please get below information. Date of occurrenceCustomer nameTrip numberOBC tablet number STEPS: Access to EDN search tool using this link and search using information above to confirm the trip number and OBC hostname Go to SOTI using IE and remote to target OBCCheck the remote screen of the target tablet in new window. (* Pay attention to the target tablet number in the left folder structure) Open the target trip folder ALJOBC --- LIVE /Sdcard /OBC_RESOURCES /Target trip folder * With the current folder structure of 2020/01 Sdcard\OBC_DATA\DYNAMIC_DATA\OBC_RESOURCES Copy all files in the folder to local folder * ?Open only the PDF file and confirm that the corresponding part is blank. Select an html file with the same date and time as the PDF date and time. Check with Google Chrome (Excluding images, confirm that there are no problems with numerical values, etc.) Next, open the photo folder (signature) ALJOBC --- LIVE/sdcard/OBC_RESOURCE_SIGNATURE/ Copy the corresponding image file (* customer) in the folder to the local folder in the same way. Next, copy the image files (* driver) in the same folder to the local folder in the same way. Confirmed that there are 3 files Right-click the HTML file and open using Notepad Make it easier to see by inserting line breaks etc. at the part corresponding to the link of the image (* Currently, it is a link in the tablet) Right click on the image file and copy the properties/location link Delete the storage/emulated/0/OBC_RESOURCE_SIGNATURE part and paste the part you copied earlier (local link) After saving, check if it is displayed correctly in Google Chrome again Save the file as PDF Reference: https://docs.google.com/presentation/d/1-hiMSa7SLUFFsnacp-jyQ-bZnUvKMZJK6BYUdUCh-88/edit#slide=id.g5e11ca1705_0_4 LOGGING CATEGORISATION: Business service: BAP HUB BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: Service Desk will assist the user to resolve this issue TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: User calling to declare a printer hardware issue, ink, toner, or paper change. STEPS: Collect the following info: - Any error message on the printer: - If it is a simple paper jam, try to help resolve it and above all close the right cover of the printer securely: OK / KO - restart the printer : OK / KO - ping the printer OK/KO - check the printer cables: OK/KO If KO assign to the onsite team depending on the user's location so that they can contact the local supplier. LOGGING CATEGORISATION: Business service: Functional Incidents Configuration item: printer name if exists Category: Devices Subcategory: Hardware Assignment group (if not L1): L1.5 >> BAMEI-TUNISIA-L2 / BAMEI-MOROCCO-L2 / BAMEI-EGYPT-L2 / GIO-EUS-FS-SOUTHAFRICA-L2 / BAMEI-UAE-L2 / BAMEI-OMAN-L2 / BAMEI-QATAR-L2 / BAMEI-KUWAIT-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5>OSS
Oracle - User unable to login Oracle due to inactive account
English
hezharjoyo.kaluny@as.corp.airliquide.com
329
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:37
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
184
2025-09-12 5:44:36
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User unable to login Oracle POSSIBLE CAUSES: Oracle account Inactive in CARM STEPS: 1. Check user's Oracle account in CARM 2. If the Oracle account shows grey, please advise user to restore/activate in CARM (https://carm.apps.airliquide.com/Carm/CarmInit.do) and click ... in Oracle Apac 3. Advise user to input justification and submit. 4. The request will require approval from the line manager. User may check the status in My Requests tab. 5. Once the status change to Completed (Success), advise user to login Oracle using their Windows password (for APAC user except JP users) and last self-created password created (Japan user). Note: For Oracle Password related issue, refer to KB0019322. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to goFor which topic: CARM Resolution Notes for Cattask: Guide user to request access restore via CARM. In case of blank ESS Incident submitted by the user: Business service: BAP - HUB ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Account and Password Resolution notes: Show where to go catalogue submitted. Assignment group (if not L1) if issue not resolving: GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment, FCR TEAM: L1.5
Google Sheets - limit of information import from a sheet
English
hezharjoyo.kaluny@as.corp.airliquide.com
48
Harold OUSSET
Uncategorized
Published
2025-08-04 8:52:53
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
12
2025-08-04 8:52:44
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Users cannot import information (Import Range) from a Google Sheets file. Error message: There was a problem. Error linking spreadsheets. Make sure you have access to the sheet you're trying to import from. BEFORE YOU START: Each import range counts as one user sharing added to the amount of users the file is shared with. If the sheet to be imported is being used as data source and imported in hundreds of other sheets it will produce this error message when this count reaches 500 (the actual known limit of direct sharing). STEPS: 1. How to confirm if the file has reached this limit: Ask the user to share the file with anyone, and will receive an error that the file cant be shared with anymore people. 2. If user sees this or other access/sharing errors, he/she may have exceeded Drive's limit of unique "shared" entities on a document. Each IMPORTRANGE per source/destination workbook pair counts as one share. Google does not anticipate any changes to this limit in the near future.Each import Range will count as one user, and the limit of unique shared entities is around 500 at this time. 3. The user can either remove some users and groups from the sharing to allow new connections or alternatively, intermediary sheets be used to break up the sharing count. 500 people import range from A, 500 more from B, both A and B get their data from C. Note: some sheets may already be far beyond this limit, so the user may have to repurpose one of the existing sheets that already has access to the data as an intermediary. 4. If this is not the issue or the user needs further help from Kite L2 team to reproduce, identify and fix the issue they will need that the user shares the original sheet with alias "wwgio-kite-competencies-center-lv2@airliquide.com" with edit rights that the user is trying to import. For further info about this the user can check this thread: https://support.google.com/docs/thread/2207155?msgid=7345711 LOGGING CATEGORISATION: IN CASE OF ASSISTANCE : Open an SDR request for: Google Workspace assistanceIN CASE OF ESS/INCIDENT: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Cloud infrastructure Situation: Service Question / Assistance [Incident] or GoogleSuite-Not working [Incident] (in case user claims further assistance) Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Oracle - User's SLM application on Oracle unable to view Hermes code list
English
hezharjoyo.kaluny@as.corp.airliquide.com
94
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:34
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
103
2025-08-11 9:05:00
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User's SLM application on Oracle unable to view Hermes code list: Refer to INC0988903. POSSIBLE CAUSES: The employee details not assign to the user's Oracle account. BEFORE YOU START: Require access to Oracle User Maintenance (by Country) STEPS: 1. Check user's responsibility access, user should has access to Supplier Life Management (SLM) (by Country). 2. Check in Person field in Oracle User Maintenance: 3. Update the "Person" field with correct employee details and business group. 4. Advise user to try again. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-APP-L1.5
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she is unable to add attachments for a form he/she created. STEPS: Inform the user that attachments in Google form are only available for form that they own. Attachments in Google Forms are only available for forms owned by the user. If a form is in a shared folder then it means the user does not own it (the shared drive does) After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: Google FormsContext: Question about Google Forms attachments In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: Unable to printDocuments arent coming outuniFlow SmartClient version not updatedMonitored Printers are blank in the new SmartClient POSSIBLE CAUSES: Uniflow SmartClient not updated to latest version.Incorrect printer port BEFORE YOU START: Air Liquide Service Desk procedure for Uniflow Printer troubleshooting KB0024791 Canon uniFLOW Online - First installation on an AirLiquide Laptop/Desktop KB0024849 Canon uniFLOW Online - Register a badge or token on UniFLOW Online on new Canon Printers KB0025068 Canon uniFLOW Online - How to print from your laptop with uniFLOW Online on the new Canon printers You may refer to this article for more Unflow printer troubleshooting: KB0014007 Uniflow Printer Troubleshooting (Global) STEPS: Please follow the instructions below for the printing issue with the new Canon SmartClient deployment in China: Check whether the SmartClient is updated to the new version (20221.1 SR3) If it is not the new version: Action: remove the old SmartClient and install with the new version.Installation package"SmartClient-china-ud-20221028 .msi" The ports are not NUL in printer properties. Action : change to NUL or SC_Hlocahost_XXX Monitored Printers are blank in the new SmartClient. Action: Run 3 powershell commands on the user's PC ipconfig tnc -ComputerName 10.231.6.46 -Port 8443 tnc -ComputerName 10.231.6.32 -Port 8443 LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Category: Devices Subcategory: Printers Assignment group (if not L1): AP-GCC-INF-L1, assign to Yuanxuan.ZHOU. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
How can we check Orders have successfully been transformed from GIDEONS to PTV Tables
English
hezharjoyo.kaluny@as.corp.airliquide.com
38
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 10:31:40
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
9
2025-08-08 10:31:06
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user need assistance to check orders that have successfully transformed from Gideons to PTV tables. STEPS: Run the following scripts Australia (ALA) GIDEONS Production Database: DECLARE @dateChosen dateTime; SELECT @dateChosen = '2019-07-22' --Check all Orders that are converted to PTV tables in GIDEONS: --select 'GID to PTV in GIDEONS - Pass' As Interface_Type, * SELECT DISTINCT 'GID TO PTV - PASS' AS GIDEONS, SDH.DOC_NO, L.LOCATION_ID, L.STATE_ID FROM PTV.STG_DO_HEADER SDH (NOLOCK) INNER JOIN PTV.IMPH_IMPORT_HEADER IMPH (NOLOCK) ON LEFT(IMPH.IMPH_EXTID, 6) = SDH.DOC_NO INNER JOIN PTV.DO_HEADER DH (NOLOCK) ON DH.DOC_NO = SDH.DOC_NO INNER JOIN PTV.LOCATION L (NOLOCK) ON L.LOCATION_ID = DH.LOCATION_ID WHERE SDH.CREATED_DATE > @dateChosen LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability [Incident] Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, been, can, check, com, corp, deepak, docket, docket transform to ptv, english, gideons, gideons to ptv, gideons transform to ptv, hasani-sc, have, hezharjoyo, how, kaluny@as, orders, orders transform, ptv, successfully, tables, transform, transformed, we
NaN
KB0021490
Gideons CMS - Update Sales rep id for the new cutsomer
English
hezharjoyo.kaluny@as.corp.airliquide.com
27
Ramanan JEYRATNAM
Uncategorized
Published
2025-07-30 5:52:43
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
16
2025-06-02 12:07:59
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How do you perform the Update for Sales rep id for the new customer STEPS: 7: Navigate to the customer screen in CMS Application 8.Search for the customer and edit it 7: added data will reflect in the Business unit searcher in Account customer screen LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:KOREA ENTITY:BIS APAC SYMPTOMS: Pro-rata invoice is not generated in VAK (VitalAire Korea). STEPS: 1. Check the customer service. It should be HMV Select service_type_id from parent_customer where cust_no='' 2. Check the Pro-Rata check box is checked. Navigate to Customer >> Customer Master List: select the customer from the list to view the Pro-rata check box3. Check the rentals and returns and for the customer. There should be more rentals than returns Navigate to Order taking >> Order enquiry4. Check the data for customer in dbo.dbo.PRO_RATA_PROCESSDATA table. There should be a record for the customer before the invoice process to generate invoice. 5. Check the equipment holding if it has value greater than 0 for the customer (dbo.AGREE_DETL table for the rental category and customer no) 6. Check the product rental prices. They should be greater than 0. SQL Query to use: DECLARE @custNo VARCHAR(6) ='', @rentCat VARCHAR(6), @prodNo VARCHAR(6) SELECT @rentCat = RENT_CAT_ID FROM dbo.AGREE_DETL WHERE CUST_NO = @custNo SELECT @prodNo=PROD_NO FROM dbo.PRODUCT WHERE RENT_CAT_ID = @rentCat SELECT SERVICE_TYPE_ID from dbo.PARENT_CUSTOMER where cust_no= @custNo SELECT * FROM dbo.PRO_RATA_SETTINGS WHERE PROD_NO = @prodNo SELECT * FROM dbo.PRO_RATA_PROCESS_DATA WHERE CUST_NO = @custNo SELECT MONTH_CYL_HOLD,* FROM dbo.AGREE_DETL WHERE CUST_NO = @custNo AND RENT_CAT_ID = @rentCat SELECT ADL.MONTH_CYL_HOLD,PRPD.SERVICE_TYPE_ID,adl.RENT_CAT_ID FROM dbo.AGREE_DETL ADL INNER JOIN dbo.PARENT_CUSTOMER P ON P.CUST_NO = @custNo INNER JOIN dbo.PRODUCT P ON P.PROD_NO = @prodNo INNER JOIN dbo.PRO_RATA_SETTINGS PRS ON PRS.PROD_NO = @prodNo INNER JOIN dbo.PRO_RATA_PROCESS_DATA PRPD ON PRPD.CUST_NO = @custNo WHERE ADL.RENT_CAT_ID = @rentCat If the above steps did not solved the issue, raise an incident with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: If user is calling regarding GAUS This is SDs out of scope. STEPS: If you receive any inquiry related to GAUS (JAPAN local application), please explain to user that it is out of support scope for Service Desk.Inform user to contact GAUS person in charge as per below: Name: Tetsuya KISHI Email address: tetsuya.kishi@airliquide.com Phone number: +81 70-3811-8978 Name: Eiji YUKI Email address: eiji.yuki@airliquide.com Phone number: NA **GAUS will be decommissioned by the end of 2021. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability Resolution Notes: SD will guide the user to contact the person in charge. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: *Mobi application is not able to access AWS S3 bucket Sample Error: "The AWS Access Key Id you provided does not exist in our records." *Access key has been removed or expired BEFORE YOU START: *Check first if user was able to access if before *If this is users FIRST TIME to access it, create INCIDENT and assign to GIO-CS-APAC-L3 for approval. STEPS: Get all the related details: *Error message:*Affected users:*Screenshot / Screen recording:*AWSAccount Number:*AWSRegion: *BucketName:*FileUrl: For additional assistance, please contact the owner: bis-europe-li-digitalplants@airliquide.com. New Access Request should be approve by GIO-CS-APAC-L3 NOTE : MOBI application has permanently been shut down for AU Healthcare (AUHC). For hospitals under NSW Health, we are looking for a workaround. LOGGING CATEGORISATION: Business service: BAP - HUB - eLogbook Configuration item: Digital Plants - eLogbook - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEU-LI AP-EMAINTENANCE for AWS Key ID Business service: GIO-CS-APAC-AWS Managed Configuration item: AP-P-10-BAP-COE-PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-CS-SD-CLOUDAWS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Choose the relevant support team based on the issue
COUNTRY/REGION:EU ENTITY:*ALL except BIS E&C SYMPTOMS: User reports that he/she is unable to request the modification of their Concur account in CARM. -Login ID and email address -First and last names -Cost center -Manager -Travel profile -Expense profile -Approval limits for managers STEPS: Open an incident and assign it to GIO-SEC-CARM-L2. LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Bug / Defect Assignment group: GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to run an application that requires Java. POSSIBLE CAUSES: Java needs to be updatedJava does not recognize URL BEFORE YOU START: Before updating Java (as it implies financial consequences) please download and install Amazon Corretto: https://docs.aws.amazon.com/corretto/latest/corretto-21-ug/downloads-list.html If the issue persists, continue with the troubleshooting check the current version of Java installed or if user has multiple Java versions installed. For issues with Java in Oracle R12, see Oracle R12 - Access issue Java Workaround Web Based Java required applications are now working with EDGE to IE Mode IE 11 Desktop app Decomissioning / End of Life / Edge IE Mode Edge - force specific URL to be opened with Edge IE mode instead of Chrome (GLOBAL) Alternate Java Installation needs to be requested via MyITCorner! For Java version install request other than Java 8 V202 , user need to submit Download & install non-standard softwares request via myIT corner using this link: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=ecfce1eb4fa5f740858210ee0310c7cf as it will require license. STEPS: 1. If an application that requires Java does not run, make sure that Corretto is installed2. Uninstall any Java version different from 8U202 from Control Panel before installing the correct version 3. Make sure that Java version 8u202 is installed 4. If after the installation of version 8u202, the application in question is still not working, remove Java caches as per the below: Close the application in questionFrom the Control Panel Uninstall any versions of Amazon CorrettoIn File Explorer open %LOCALAPPDATA%\..\LocalLow\Sun\Java\DeploymentDelete the following files and folders: deployment.properties(All folders EXCEPT security) Open the security folderDelete the following files and folders: (All files EXCEPT exception.sites) Open Microsoft Edge and access again to Oracle, test responsibilities opening properly. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Availability and Performance Issue Resolution Notes: After reinstalling Java, the needed application could be run. TICKET TYPE: Incident ARTICLE TYPE: FCR. TEAM: L1
COUNTRY/REGION:Spain ENTITY:All SYMPTOMS: User called because cannot access to Visual Presencia Cloud. URL: https://alairliquideespana.vpcloud.es/ STEPS: -Ask the user to click in [forgot password] option to receive the password restore link on their email if not email received or link does not work please assign the ticket to EU-IBERIA-AUTHORIZATIONS-L2 -If the user receive any error please assign the ticket to EU-IBERIA-AUTHORIZATIONS-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Situation: Application functional issue (Office) Assignment group (if not L1): EU-IBERIA-AUTHORIZATIONS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is reporting that the cost center is not yet setup. STEPS: Create Company a) Setup-> Flexfields->Key->Values->Open b) Cost Center: Tick Value Set fieldFind AL_AFF_COST_CENTERClick Find c) Press Add for create new cost center(CC) d) Create: Input CC value /CC description and tick enabled '' e) Select ; Allow Budgeting =Yes Allow Posting = Yes Click Save LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, apac, center, coa, coa company, com, company, corp, cost, cost center, costcenter, create, english, hezharjoyo, kaluny@as, oracle, r-sc, srichandra
NaN
KB0041236
Endpoints missing on MMS
English
hezharjoyo.kaluny@as.corp.airliquide.com
144
Petra JUNKER
Uncategorized
Published
2025-07-17 3:35:10
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
32
2025-07-17 3:34:48
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user opens a ticket saying that Data in MMS for endpoints are not up to date (like INC1199499 / INC1199675)This is an overview of the process for checking the issue. Due to dedicated causes, it might be that every machine needs to be handled in separate tickets POSSIBLE CAUSES: Marimba on the endpoint is broken ? Categorization Windows BS Import of Data to MMS fails ? ticket for PCI Team ? PCI categorization STEPS: Use Marimba Report Center Check if the machine exists in Report Center check if the scan date is from the last days 1. Steps in Marimba Web console open report center and choose the builder for single machines fill it like the example below press preview results if no result is shown, the machine does not exist in Marimba and Marimba needs to be checked on the endpoint if a result is shown Click on the hostname to get the information about when the Machine was last time scanned by Marimba if it is much older than today, please check Marimba on the endpoint if the scan date is up to date, the issue is not related to Marimba, the import of the data from Marimba to MMS needs to be checked by the PCI team (the PCI Team is currently the owner of the task to get data imported from Marimba to MMS) for mass machines fill it like this (This example includes 19 hostnames) To get a faster overview choose Format Results Choose the same settings as shown below and press save you will get the result and the last scan date for all machines that exist for all machines where the Scantime is very old (like in this example May 2nd) ? separate ticket needed Marimba needs to be checked for all hostnames that did not give a result in the report center, Marimba needs to be checked ? for all machines separate tickets needed 2. Compare the result of Marimba with MMS Check Marimba on Endpoint Marimba Service running and/or are the history log files existing for the last days, where the machine was online Maybe there is a need to reinstall Marimba how to start on the endpoint a full scan of Marimba in CMD"C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" https://marimba.apps.airliquide.com:5282/Marimba/Current/InventoryService -fullscan LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname (if only 1 device) Category: Application Subcategory: Functional / Technical issue Assignment group: GIO-EUS-SD-EUROPE-L1.5 Or: Business service: GIO - PCI - ITSMaaS Configuration item: Hostname Category: Application Subcategory: Functional / Technical issue Assignment group: GIO-ITSM DXC Third Party Maintenance TICKET TYPE: Incident TEAM: L1.5
airliquide, asset, bbca, bmc, center, cmdb, com, corp, desktop, endpoint, endpoints, english, hardware, hezharjoyo, in, junker, kaluny@as, laptop, machine, marimba, missing, mms, pc, pci, petra, report, report center
NaN
KB0015793
Geotab - Application Concerns
English
hezharjoyo.kaluny@as.corp.airliquide.com
169
Ali SALEH MOHAMMED ABDO
Uncategorized
Published
2025-09-29 14:32:16
5
GIO Service Desk
NaN
#########
NaN
BAM - ATLAS - Wave Canada - Geotab
NaN
NaN
NaN
40
2025-06-02 12:03:39
#########
NaN
BAM-APP-L2-AmericasDataPlatform
COUNTRY/REGION: AMER ENTITY: BIS AMERICAS SYMPTOMS: Geotab request/issue Access RequestAccount UnlockPassword ResetApplication Issue BEFORE YOU START: NEW LINK TO ACCESS: https://login.airliquide.com/app/air-liquide_geotab_1/exk72kb7ubCP9iPW8417/sso/saml Alias: Geotab Driver Application and Geotab Fleet management (Web Portal) application Geotab solution has two applications and geotab telemetry system. It is a cloud based third party system that takes care and is supported by Attrix (Geotab Reseller). Geotab Fleet management (Web Portal) application is for creating users, vehicles, setup rule set, reports, etc. We use the same login and password for those two applications Driver application - Installed at Zebre TC77 HandHelds.Geotab Fleet management (Web Portal) application - Access through webGeotab telemetry system installed at truck engine board. Server: https://my972.geotab.com/airliquide Database: airliquide STEPS: Access Request 1. If an Air Liquide user has windows credential and request for access to Geotab application, then need following steps: a) User should included in the Carm Site Geotab solution group b) Once the user in Carm site Geotab solution group, confirm to the user the setup is completed and ask the user to contact his Supervisor/Manager to complete the setup. 2. If an Air Liquide user has no windows credential and request for access to Geotab application, then ask the user to contact his Supervisor/Manager to complete the user setup manually Password Reset or Account Unlocks 1. If an Air Liquide user has windows credential then it must work with Windows credentials because Geotab is Single Sign On. Verify if the user is able to access other Single Sign On applicationsIf not, follow the Password Reset Procedure - Please follow Bis Americas - NT - Windows account ManagementIf yes, troubleshoot Single Sign On 2. If the user has no windows credential then ask the user to contact his Supervisor/Manager to reset the password or account Unlocks Application Issue If the user has any geotab application issue then the service desk can send an email to the user with the following information and then close the request; Level 1 support Satellite managers, driver managers, logistics managers, plant supervisors. Level 1 users can forward the issue to Level 2 Level 2 support Atrix phone number - Primary support 1-888-299-8555Geotab Phone number - Secondary support 1-800-459-8157Chris Chabot 514-923-3819Melanie Cadieux 514-442-8787 Level 3 support Metalfab HO employeesEl Mehdi ABDELKHALEK 418-265-9310Julien Paradis 514-846-3951BAM-APP-L2-Supply Chain LOGGING CATEGORISATION: Business service: BAM - ATLAS - Wave Canada Geotab Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAM-APP-L2-Supply Chain TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:AMEI - South Africa ENTITY:ALL SYMPTOMS: User would like to install a Tally printer on their computer. BEFORE YOU START: The Tally printers in South Africa have been migrated to the new server, due to current issues with the new server, the configuration steps described in KB0020533 are not possible at this time. This KB aims to describe steps on how to manually install a Tally printer using it's IP address. List of Tally printers and their associated IP addresses: LocationPrinter NameIP Address Alrode ZA001 - Logistics / Counter SalesT2610-CD172.30.64.244 Alrode ZA001 - HealthcareT2280-HC172.30.64.234Pretoria ZA022 - Logistics / Counter SalesT2280-PR172.30.72.136Cape Town ZA005 - Logistics / CounterT2280-CT172.30.69.139 STEPS: 1. Check with the user which printer will be needed based on their location. 2. Download the necessary driver folder based on the model HERE 3. When the download is done, unzip the downloaded folder 4. Open Control Panel and go to Devices and Printers 5. Click on 'Add Printer' at the top left and then select 'The printer that i want isn't listed' in the window that opens. 6. Select the option 'Add a printer using a TCP/IP address or hostname 7. Type in the IP address of the printer based on the printer list above. 8. In order to select the correct driver, click on 'Have disk...' and browse to the driver file. 9. Select 'Tally T2280+' or 'Tally Dascom 2610+' (based on the driver package you downloaded) 10. Name the printer according to the naming convention found in the above table. 11. Test printing with the user. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user or in case reassignment is needed: BIS - AMEI: BAMEI - LOCAL PRINTERS Configuration item: Hostname of user's PC Category: Devices Subcategory: Printers
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Delegate Approval/Receiving Users/approvers in EPIC can delegate their responsibilities for requisition approval and receiving responsibilities on a temporary basis or short term basis to another active user on EPIC. First, check if there is any existing delegation created for the delegator. Otherwise, can proceed below. STEPS: How To Delegate Authority in EPIC: A. Delegation Done by User: 1. From the EPIC Homepage > Click on the dropdown on to your name > Settings. 2. Click on Delegates to manage your delegation. 3. Select the type (Approval, Receiving, or Both). 4. Choose the delegate from your direct reports, higher-level managers, or peers with the same authority. 5. Specify start and end dates. 6. Provide a reason for the delegation. The user can then manage / edit / delete the delegation at any time from the same delegates page in EPIC. Otherwise, EPIC Admin can also enable Delegation on behalf of users that have no EPIC access during that period. Steps as follows: B. Delegation done by admin 1. From the EPIC Homepage > Setup > Manage Delegates. 2. Create a Delegation Authority rule in EPIC: 3. Select the type (Approval, Receiving, or Both). 4. Choose the delegate from your direct reports, higher-level managers, or peers with the same authority. 5. Specify start and end dates. **Provide a reason for the delegation.Sample: User X is on EL for 3 days. Routed to User B. - CATXXXXX User X is on EL for 3 days. Routed to User B Created / Updated - Julia - 23/09/2024 Important Note for EPIC users: Choose delegates wisely based on hierarchy and authority. Assigned delegates must be of an equivalent or greater management level. Delegation can be modified or revoked as needed from the Delegates page. Delegation Error In EPIC, Delegation cannot be done if the user has already left Air Liquide and the status in EPIC was CARM deleted. In this case, do User Reassignment. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Availability Assignment group (if not L1): L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: Users wants to have some information about application or data (info about backups, development date, backlog, pending tickets) STEPS: Assign request to BEC-EPSR-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - EPSR Configuration item: EPSR - PROD Category: Application Subcategory: Support / Assistance Assignment group: BEC-EPSR-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
OBC - Driver cannot see the user list hence cannot login
English
hezharjoyo.kaluny@as.corp.airliquide.com
12
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:12:27
5
GIO Service Desk
NaN
#########
5.00
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
9
2025-06-17 9:51:33
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Driver cannot see the user list hence cannot login POSSIBLE CAUSES: Mobile data may not be connected. STEPS: 1. Click the AL Security 1. Check the tablet connectivity (3G or Wifi) is working. 2. User can try to login to the OBC. Note: If still the user list is not appearing, contact the HubIT to investigate further. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, com, corp, deepak, driver, english, hasani-sc, hence, hezharjoyo, kaluny@as, list, login, obc, user list
NaN
KB0040050
BLAC- Account unable to login to the registered OBC tablet
English
hezharjoyo.kaluny@as.corp.airliquide.com
45
Julia RAMLAN-SC
Uncategorized
Published
2025-08-20 6:48:52
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
8
2025-08-20 6:48:38
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported the account SK-20228316 was unable to login to the registered device: ALCOBC325ZJG. User has tried reset the password but still showing password incorrect. STEPS: Run this query to check if the device has been registered or not. SQL Query: USE ALCHINA SELECT * FROM OBC.TAB_CONFIG WHERE TAB_NAME = 'OBC DEVICE NAME' Sample : USE ALCHINA SELECT * FROM OBC.TAB_CONFIG WHERE TAB_NAME = 'ALCOBC325ZJG' 3. Request the user account name and check in BLAC applications. 4. Reset password in AL Security. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
GIDEONS - Unable to submit credit note request - Error Occurred While Creating Credit Note
English
hezharjoyo.kaluny@as.corp.airliquide.com
92
Siti Noor WAHAB-SC
Uncategorized
Published
2025-07-30 5:52:47
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
59
2025-06-02 12:10:55
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported that they receive error - Error Occurred While Creating Credit Note POSSIBLE CAUSES: Current credit note rule is only up to 99,999,999.00 (less than a hundred million). The total of the credit note has exceeded the current limit setting (more than a hundred million) STEPS: 1) Use this query to check the limit for the workflow rule: SELECT AMOUNT_FROM,AMOUNT_TO,CURRENCY_ID, * FROM CREDITNOTE_RULE_LINE WHERE RULE_ID = '256' 2) Create a new workflow with the new limit setting for the department and user will be able to submit the CN for approval. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Citrix director console - How to use and use cases
English
hezharjoyo.kaluny@as.corp.airliquide.com
102
Thomas PRESSL-SC
Uncategorized
Published
2025-07-29 20:16:27
5
GIO Service Desk
NaN
#########
4.00
GIO-CS-EUR-PaaS Virtualization
NaN
NaN
NaN
67
2025-06-16 11:07:56
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User has a frozen application within Citrix Citrix is slow BEFORE YOU START: User has to be connected to Citrix STEPS: Application frozen 1. Go to https://ctxdir.apps.airliquide.com/ within your Citrix and login with your admin credentials 2. enter the name of the User 3. select the affected application and click end task 4. reopen affected application within users citrix and check if its working or not 5. If step 4 failed - log user off from citrix and log back in Citrix version check 1. Connect to Citrix Console and search for the user 2. click on details 3. Check users Citix version LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CITRIX Partner - assistance Business service: According to the entity:For BIS Europe and all except: end users you have to use GIO-CS-EUR-PaaS VirtualizationFor E&C end users you have to use BEC - XEN InfrastructureFor BIS HHC : BHC - Other applications Configuration item: PLATFORM VIRTUALIZATION CITRIX - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted in using Citrix TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: A user is not working for Air Liquide anymore, therefore his/ her account needs to be deleted from the ALTO Database STEPS: After creating the ticket, you will need to assign it to the following resolver group: BEU-BOSM-SUPPLY CHAIN Please also indicate the login of the user to facilitate the work of the resolver group. This group will then delete the user's account from the database. LOGGING CATEGORISATION: Business service: Bulk Supply Chain & mobility Configuration item: ALTO EUROPE - PROD Category: Application Subcategory: Access / Rights Assignment group: BEU-BOSM-SUPPLY CHAIN TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY: USA ENTITY: BIS E&C SYMPTOMS: The following article explains the process for installing software for the E&C user from US-ALP & US-EC USHO entities BEFORE YOU START: The following software are for E&C entity users only, do not install software from this instructions if user is Not US E&C entity SmartPlant / Smart SketchSAPProSim SimulisPISA Sales The following software have a process for E&C users but may apply or have a different process for other users BluebeamPrimavera P6Prism G2 STEPS: SmartPlant / SmartSketch For access concerns, have user contact - Raul Pierola - raul.pierola@airliquide.com For installation follow E&C Software SmartPlant / SmartSketch Installation - US E&C Users (AME) SAP Install following Marimba package: g_01380_sap_sappad-uni-7.70p8_en_16 Prosim Simulis For installation follow E&C Software ProSim Simulis Installation - US E&C Users (AME) Installation Procedure Package Simulis 2.0.10 - new server.docx -> new procedure PISA Sales For Installation following KB: KB0039261 - Pisa Sales - Installation and Troubleshooting Blubeam If user is EnC entity... Install following Marimba package: c_00194_bluebeam_revu-standard-nokey-20.2.20_en_16 and activate with license information below: E&C Serial Number is 9601738 and Product Key X87Q9-8AZE9B3 If user's entity is other than EnC, guide towards Non Standard Software Request through myITcorner. Primavera P6 WebPortal Application, does not required admin rights to install For access concerns please see Primavera P6 - Access Concerns (AME) Prism G2 For access concerns, have user contact Wouter BOTES wouter.botes@airliquide.com For installation follow E&C Software Prism G2 Installation - US E&C Users (AME) Note: Software gets updated every 6 to 9 months and may require reinstallation or admin rights for update, user may also provide a new installer. LOGGING CATEGORISATION: Ticket template to be used: AME - Application Install - Request Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: Assisted user with installation. ARTICLE TYPE: FCR TEAM: L1
airliquide, alp, ame, americas, beam, blue, bluebeam, com, corp, e&c enc ec e c alp us-alp & us-ec usho us united states americas ame users user software smartplant smartsketch installation smart plant smart sketch sap simulis bluebeam blue beam primaverap6 primavera p6 prismg2 prism g2, ec, enc, english, g2, hezharjoyo, installation, kaluny@as, p6, parmar, plant, primavera, primaverap6, prism, prismg2, rajeev, sap, simulis, sketch, smart, smartplant, smartsketch, software, states, united, us, us-alp, us-ec, users, usho
NaN
KB0040239
BTS COA : Create Cost Center(CC)
English
hezharjoyo.kaluny@as.corp.airliquide.com
88
Srichandra R-SC
Uncategorized
Published
2025-07-29 18:10:23
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
44
2025-06-17 8:30:30
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is requesting to create cost center POSSIBLE CAUSES: Required create Cost Center(CC) STEPS: 1. Create Cost Center(CC) Navigator：General Ledger Manager / Payable Admin a) Setup-> Flexfields->Key->Values->Open b) Cost Center: Tick Value Set fieldFind AL_AFF_COST_CENTERClick Find c) Press Add for create new cost center(CC) d) Create: Input CC value /CC description and tick enabled '' e) Select ; Allow Budgeting =Yes Allow Posting = Yes Click OK and Save F) Email user and get confirmation. Once confirmed, close the ticket LOGGING CATEGORISATION: Business service: BAP - HUB ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, bts, cc, center, coa, com, corp, cost, cost center, create, english, hezharjoyo, kaluny@as, oracle, oracle cc, r-sc, srichandra
NaN
KB0015075
Cisco Jabber - Installation
English
hezharjoyo.kaluny@as.corp.airliquide.com
3
Zied JEDIDI-SC
Uncategorized
Published
2025-08-19 11:01:29
5
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
9
2025-06-20 4:10:33
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User is calling that Cisco Jabber should be installed on his/her computer. STEPS: The user must be redirected to My IT corner. Link for the request: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=f122667d1b78201413524150f54bcbea In case of issue regarding the installation process a Ticket may be routed to GIO-NET-SUPPORT L1 . Then, apply the template "0_EU[CISCO JABBER] Telephony issue". LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling for assistance to configure the RCP controls application. BEFORE YOU START: RCP Controls is used by managers for time control/shifts. Internal app based on local server (connection done by remote desktop). STEPS: Create an AdHoc ticket and assign it to the Local Onsite Support: PL-AL POLAND-ONSITE-L2 LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Hostname of PC Situation: Information request [Ad Hoc Request] Assignment group: PL-AL POLAND-ONSITE-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
Gideons - What can be done if user is unable to login to the application, i.e. unauthorized ?
English
hezharjoyo.kaluny@as.corp.airliquide.com
5
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 10:21:45
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
7
2025-08-08 10:20:54
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: What can be done if user is unable to login to the application, i.e., unauthorized? POSSIBLE CAUSES: 1. User is not created yet. 2. User is not assigned to appropriate groups and security permissions STEPS: 1. Check to see if the user is registered in ALSecurity application. 1.1 Launch AL Security 1.2 Navigate to Security tab and select Security Manager. 1.3 Select User menu and search for the user id by entering the user id. 2. If not registered, select Create to add the user with appropriate groups and security permissions. 3. If registered, check the assigned groups and confirm if the user has access to CMS Web application. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Access Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: User said unable load Maximo page. URL: https://maximo.apps.airliquide.com/maximo/ui/maximo.jsp. POSSIBLE CAUSES: Unable load Maximo page STEPS: Ask user to raise ticket through the Maximo Champions. List for APAC: GCH Grace PENG AU Waqas AHMED SG Alfred CHAN LI-APAC (other countries) Sassinderan.S LOGGING CATEGORISATION: Business service: ALZ - APAC - Production Asset Configuration item: SCADA APAC - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will guide the user to contact the Maximo Champions for assistance. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Users are experiencing Issues on Google Sheets such as slowness, unresponsiveness, error messages, or other unexpected behaviors. BEFORE YOU START: Note that Kite Team cant provide support with the creation of formulas or with the behavior of app scripts linked to a sheet! STEPS: 1. Confirm Browser version and Connectivity At https://toolbox.googleapps.com/apps/browserinfo/. Check if all Google services are connecting properly. Please provide screenshots, showing access to all hosts in the firewall section at the bottom. If you see Hosts waiting or not resolved, then this is a connection issue probably due to a firewall or proxy. And needs to be addressed by the Network team. If Browser is updated to latest and Google Hosts are resolving timely, then please try the following: 2. Does the issue reproduce on the incognito window? 3. Does the issue reproduce on a different Browser? If the issue does not reproduce on Incognito or from a different Browser then follow the steps below: * Clear browser cache and cookies https://support.google.com/accounts/answer/32050 * If clearing Cache and Cookies doesn't help then try resetting Chrome Settings to Default https://support.google.com/chrome/answer/3296214 4. Does the issue reproduce only on specific files? Has the file exceeded the size? Creation and upload limits: https://support.google.com/a/answer/172541 Documents limits: https://support.google.com/drive/answer/37603 Spreadsheets public limits are as follows: ?Up to 10 million cells or 18,278 columns (column ZZZ) for spreadsheets that are created in or converted to Google Sheets. Up to 10 million cells or 18,278 columns for spreadsheets imported from Microsoft Excel. The limits are the same for Excel and CSV imports. If any one cell has more than 50,000 characters, that single cell will not be uploaded. Complex calculations? Google Spreadsheets also have complexity limits. Every time a cell is updated, any cell that references it, also will be recalculated. If formulas become too complex or take too long to calculate, the spreadsheet will timeout during calculation. Check En - Google Spreadsheets Limits and Complexity considerations, Tips and Tricks for further info, tips and tricks. 5. Are there hundreds of people, or hundreds of sheets accessing the same source file? Check if the file can be shared with anyone else.. See EN - Google Sheets limit of unique "shared" entities on a document 500 6. Is the sheet in a shared Drive? Check if the issues matches the following: Shared Drive managers how to edit, unlock ranges / Tabs protected on Google Sheets 7. Is copy paste in Google Sheets is not working as expected, copy only values doesnt work or similar issues with the copy paste functions on Google Sheets? Make sure Google Docs Offline Chrome extension is installed and enabled. https://chrome.google.com/webstore/detail/google-docs-offline/ghbmnnjooekpmoecnnnilnnbdlolhkhi Details: Install the Google Docs Offline extension from https://site.airliquide.com/kite-corner/appstore-chrome 2. Add it to Chrome: If it is already installed, make sure, it is enabled: On your computer, open Chrome.At the top right, click More. Extensions. Google Docs offline should be enabled:
English
hezharjoyo.kaluny@as.corp.airliquide.com
4
Norasikin SHAH-SC
Uncategorized
Published
2025-08-25 3:57:23
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - PRS: PURCHASE REQUEST SYSTEM
NaN
NaN
NaN
1
2025-08-25 3:56:54
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: Japan ENTITY: BIS-APAC SYMPTOMS: Japan user called and request support or raise inquiry regarding Pleomart system. BEFORE YOU START: Pleomart (??????) is an Electronic Procurement System that can be connected from Oracle Japan. This system is out of Service Desk support. STEPS: Guide user to contact Procurement Dept (???). The person in charge is Miyata Kanako san (Might change in the future). Phone no as per below. 06-6429 3607 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager and related lineExplanation: Guide user to contact Procurement Dept (???) In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Local Support - APAC Configuration Item: PC hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted. ARTICLE TYPE: FCR TEAM: GIO-EUS-SD-APAC-L1
Local printer - scan folder not visible on user's PC
English
hezharjoyo.kaluny@as.corp.airliquide.com
22
Boldizsar TOTH-SC
Printing / Devices
Published
2025-05-21 5:50:38
4
GIO Service Desk
NaN
#########
NaN
BAMEI-Local printers
NaN
NaN
NaN
1
2025-05-21 5:50:07
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:IVORY COAST ENTITY:BIS IVORY COAST SYMPTOMS: User from Ivory Coast calls because scan folder not visible on their PC BEFORE YOU START: For scanning on the network printers, the Scan-to-Folder method is used. This means that whenever a user scans a document on one of the printers, the scanned document is sent to the user's dedicated folder on a shared drive. If a user doesn't have the shared drive mapped in their File Explorer, the folder can be added manually. STEPS: 1. Open File Explorer and click on 'This PC/Ce PC' 2. Click on the 'Computer' tab and select 'Map Network Drive' 3. Add the bellow path making sure that you put the user's actual first and last name in the last section \\172.30.51.30\scan 4. (Optional): If you cannot map the drive, you can also consult the scan folder path on the printer's Portal within the 'Address Book' option: LOGGING CATEGORISATION: Business service: BAMEI-Local printers Configuration item: printer name if exists Category: Devices Subcategory: Printers TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User lost access to his/her Workday account. POSSIBLE CAUSES: There is probably a problem with the Workday/CARM integration. STEPS: The concerned user has to raise a ticket via BSC myHR Help or Workday form and if HR teams need to escalate finally to IT, they will use the HRCASE. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: My HRExplanation: Guidance to raise a ticket via BSC myHR Help or Workday form In case of blank ESS Incident submitted by the user: Business service: BCF-MYHR-SUPPORT Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance on how to connect an application via Okta. BEFORE YOU START: If this is the first time user is connecting through Okta Verify, check first the related article KB0028503. STEPS: 1. On the Okta login page, enter Air Liquide email address and click Next. 2. Choose a security method to identify. Depending on user`s login context, he/she might get asked to go through multiple authentication methods. For more information, please see the related end user My IT Corner article on "KB0027577 - Okta - When do I need to authenticate ?". a. Enter a code (Okta Verify): Mobile: Go to Okta Verify mobile app, and click the eye icon to see the 6-digit code. User might be prompted to identify with biometrics. Then, the code must be entered in browser and click Verify. Windows PC: Click Sign in with an Air Liquide device and enter the Windows Hello PIN. After, click Open Okta Verify on the dowser prompt. b. Get a push notification (Okta Verify): Access the mobile notifications and click Yes, its me on the Okta Verify notification. Alternatively, user can also click on the notification itself, which will lead to the app, where he/she will also be able to confirm the connection request. User might be also prompted to identify with biometrics. c. Password: Enter Windows password and click Verify. d. Windows Hello / Touch ID / Yubikey: User will be prompted to enter his/her 6-digit Windows Hello PIN. 3. User will be connected to the application once he/she has gone through enough authentication methods according to the login context. 4. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment Assistance Request details: Device Type: According to your caseReason: According to your case In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Okta Enrollment Assistance form submitted.
COUNTRY/REGION: EUROPE ENTITY:BIS EUROPE SYMPTOMS: User is calling, because there is an issue with a server in the OT Box. Below there is an image of the OT Box and all of its components: Servers: (Number 3 on the picture) the servers can be Nutanix (3 nodes) or HP (2 nodes), or in some rarer instances there can be another type of server or even no server. When they are present they are located usually at the bottom of the rack and they are positioned one on top of the other. STEPS: Open an incident ticket and assign to GIO-CS-SD-WINDOWS-L2. LOGGING CATEGORISATION: Business service: GIO - CS - OT.Box Configuration item: server name Situation: Bug/Defect [Incident] Assignment group: GIO-CS-SD-WINDOWS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Germany ENTITY:BIS HOME HEALTHCARE SYMPTOMS: We receive a call that a new user account need to be created. STEPS: Open an incident ticket with the below categorization and send it to BHC-VADE-IT. LOGGING CATEGORISATION: Business service: BHC - VADE - Internal IT Category: Application Subcategory: Access Assignment group: BHC-VADE-IT TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: If user is requesting to be added to a NAS Server/Shared drive/Network drive User already submitted request for NAS server access via myIT corner. BEFORE YOU START: Kindly make sure that user submitted the request to grant the access via myIT corner: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=156067c60f9dcb00aca9c9cce1050e9cPlease open the folder path on your end, to check the correct folder name that we can add the user. Example: \\172.17.93.118\data\SMR\Finance\ACCOUNTS STEPS: Open your AD (as admin) with your ADM credentialChange it to Entire Directory Search for the folder that user requested to have access Double click on the group, it should open another window like below: Check if the user is not added on the members list, if notClick on Add, type the username , click check names and the ok. User should be added to the folderAfter adding the user, you can remote in to users machine and copy the folder path How to add user to the Shared Folder Open the folder user would like to access, then right click and choose Map Network Drive Click Connect using different credentials It will prompt you to enter the password Refer to this file for the password: https://docs.google.com/spreadsheets/d/12QIB_vTDElPnL9Gl--mqV4DyLJ_OCB5xO4-4TvgYamw/edit#gid=1696826872Click this PC , you should see the folder and its showing Manage Right click the folder and click Properties Once youre on the Properties, go to Security and click Edit then Add Add using users Username, then click Apply and OK LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS TICKET TYPE: Process
add, airliquide, apac, com, corp, english, folder, gerhards, hezharjoyo, how, how to, kaluny@as, maik, nas, shared, windows-
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KB0051402
Remote Desktop - Changes for AWS Managed account
English
hezharjoyo.kaluny@as.corp.airliquide.com
390
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-03 5:24:16
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
47
2025-07-03 5:23:41
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: 1. Add, modify, or remove a start/stop schedule for a virtual server2. One-time start or stop of a virtual server3. Create a one-time adhoc backup of a server4. Restore an virtual server from a backup5. Decommission a server6. Provision a server7. Security Group Modification8. Network - Add or remove a datacenter connection9. Add, modify or terminate infrastructure components10.Facing slowness issue in devbox / dev server11.Server is Under-provisioned and need to be upgraded STEPS: 1. Advise the user to submit a request via GIO Services > Business Apps Foundations > Advanced Cloud Services Infrastructure changes for AWS Managed account Link: https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D031f242fdb511890459b890b06961915%26sysparm_link_parent%3D68dfaeab4f062f009864ca1f0310c724%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dcatalogs_default *if user is not sure what information to put under AWS Managed Account Name field, check with GIO-CS-SD-CLOUDAWS-L2 team 2. Create Incident ticket and close. Important: If the user has no access to the above link, advise them to contact their manager/supervisor to submit the request on their behalf. LOGGING CATEGORISATION: Request: Show where to go -IT Manager or related line Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Advised the user to submit a GIO Request TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Users need assistance to change the group approving manager. BEFORE YOU START: Please double check the request with the requestee to avoid error. STEPS: Go to AL Security and click Security Manager Choose Groups Search for the Group Name and click edit Remove the previous approving manager, replace with the new and save it Highlight on new manager, choose ASSIGN USERS, double click on Select to show the name and put check on it Additional Information: If the user requested for change of hierarchy limit, please consult Sandra Ng or Jeba Giffta. SD doesnt have access to do it. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
EAPPS - CIMS - How to export report in CSV without unidentified characters
English
hezharjoyo.kaluny@as.corp.airliquide.com
72
Julia RAMLAN-SC
Uncategorized
Published
2025-09-12 5:31:08
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - EAPPS
NaN
NaN
NaN
97
2025-09-12 5:29:51
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: How to export report in CSV without unidentified characters POSSIBLE CAUSES: User open the csv file as normal excel document BEFORE YOU START: Ensure user has enough access to export in CIMS STEPS: 1) User should open the file as .csv2) If any unidentified characters found, please guide user to open the file in Google Sheets.3) Refer video below on how to export to file in CIMS: LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Configuration item: eApplication - PROD Category: Application Subcategory: Reporting Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, apac, characters, cims, cims - how to export report in csv without unidentified characters (apac); eapps; e-apps; cims, com, corp, csv, e-apps, eapps, english, export, hezharjoyo, how, julia, kaluny@as, ramlan-sc, report, unidentified, without
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KB0020508
GIDEONS - How to check who enabled or disabled Gideons modules
English
hezharjoyo.kaluny@as.corp.airliquide.com
86
Siti Noor WAHAB-SC
Uncategorized
Published
2025-07-30 5:52:41
5
GIO Service Desk
NaN
#########
4.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
39
2025-06-02 12:11:31
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: The user reported he cant access Gideons CSS and Gideons ARS web. POSSIBLE CAUSES: 1. Its disabled by one user who has access. 2. Its disabled by the auto invoicing process. BEFORE YOU START: Please make sure to include country, disabled modules and error message to the ticket before assigning to L1.5 STEPS: 1) Use this query to check if the record is being sidelined. If record_status = T, then the 1. Check the LAST_UPDATED_USERID disabled each modules APPLICATION_MODULE_STATUS=1, its an action to enable the module. If it is 0, then the module is disabled. USE AL_SECURITY select * from APPSECURITY.APPLICATION_MODULE_CONTROL am INNER JOIN APPSECURITY.COUNTRY c ON C.COUNTRY_ID = AM.COUNTRY_ID WHERE COUNTRY_CODE = 'ALG' AND APPLICATION_MODULE_DESCR IN ('ARS WEB','CSS','CMS') ORDER BY APPLICATION_MODULE_DESCR, ACTION_DATE DESC 2. If LAST_UPDATED_USERID is from any user, then advise the user to contact the one who disabled the module to get further info. 3. If LAST_UPDATED_USERID is EOM-B4P1-XXXXXX, then the module is disabled by the auto invoicing process. And it should be enabled by EOM-AFP1-XXXXXX once the process is completed within a few hours. If not so, then escalated it to L2 for further investigation. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY:BIS APAC SYMPTOMS: User request to Update self billing for supplier in oracle Refer to : ADHOC1135457 BEFORE YOU START: Please get an information as per below Supplier Number:Supplier Name : ﾊﾞｲﾌﾞﾛｼﾞｯｸ????Supplier Site/Pay site : KWP300711000000/KWP300711 Entity : STEPS: 1. Please login in Oracle system > supplier >Purchasing>Go to self Billing Tab 2. Find site name > Add Alternate Pay site 3. Click key icon save 4. Email user to test again and confirm LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - ORACLE Configuration item: ORACLE - PROD Category: Application Subcategory: Availability Resolution Notes: Self Billing ARTICLE TYPE: FCR TEAM: L1.5
COUNTRY/REGION:*EUROPE* ENTITY:*ALL* SYMPTOMS: In any SAP environments by default the name transaction will appear for each category as per example STEPS: 1. Select EXTRAS then SETTINGS 2. Following Windows will appear: 3. Select Display Technical names, then Confirm it 4. You will now not only the names also the transactions LOGGING CATEGORISATION: Ticket template to be used :N/A Business service: GIO - EUS - UWP - Windows OS Configuration item: (if applicable) Situation: Application (middleware) corrupted Assignment group (if not L1): Resolution Notes: *remove if article is not an FCR* TICKET TYPE: Temp field to be used until drop down is created for Adhoc, ARTICLE TYPE: Temp field to be used until drop down is created for Process, FCR TEAM: Temp field to be used until drop down is created for L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User encounters Security Filtering issue when accessing application: POSSIBLE CAUSES: User is using a bookmark link from a previous session. STEPS: Kindly suggest that they try accessing it from the Index page. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Chrome OS Device - Secure printing on site equipped with Follow-me print Guide
English
hezharjoyo.kaluny@as.corp.airliquide.com
35
Matthew WIDELL
Printing / Devices
Published
2025-09-29 13:49:07
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
16
2025-06-02 5:19:31
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User called for assistance regarding setup Secure printing on Chromebook , Chrome OS in Europe on site equipped with Follow-me print / Cirrato Print STEPS: Secure printing on Chromebook / Chrome OS in Europe on site equipped with Follow-me print Table of contents: Configure your Follow Me print badge...... page 2-3 Install Xerox Mobile Print Application....... page 4 Start Xerox Mobile Print Extension........... page 5-6 Print from a Chromebook........................ page 7-9 Troubleshooting .................................... page 10 Info: If you have trouble viewing this document please click here LOGGING CATEGORISATION: Business service: GIO - EUS - MANAGED PRINTING SERVICES Category: Devices Subcategory: Operating System Resolution Notes: User was guided to setup Secure printing on Chromebook . TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, badge, chrome, chrome os, chromebook, chromebox, cirrato, cirrato printing on chrome os, com, configure, configure your follow me print badge, corp, device, english, equipped, europe, extension, follow, follow-me, guide, hardware, hezharjoyo, install, install xerox mobile print application, kaluny@as, matthew, me, mobile, os, print, print from a chromebook, printer, printing, secure, site, software, start, start xerox mobile print extension, troubleshooting, user guide: secure printing on chromebook in europe on site equipped with follow-me print, widell, xerox, your
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KB0056524
Secure Remote Access Partner Portal - "You are not allowed to sign in"
English
hezharjoyo.kaluny@as.corp.airliquide.com
31
NaN
Uncategorized
Published
2025-08-05 9:06:49
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
3
2025-08-05 9:06:10
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC _ SYMPTOMS: The user is encountered with an error when trying to connect to the SRA Partner Portal: "You are not allowed to sign in. Please contact your administrator" POSSIBLE CAUSES: The Secure Remote Access for Business Partner has yet to be requested/granted in CARM. BEFORE YOU START: 1. Login to CARM: https://carm.apps.airliquide.com/Carm/welcome 2. Search for the Firstname.Lastname@airliquide.com 3. Secure Remote Access: Business Partner STEPS: Advise the user to submit the request in CARM (otherwise, their manager/colleagues can help to submit the request on their behalf). LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. PLEASE ENSURE THAT THE 'REQUESTED FOR' FIELD CONTAINS THE END-USER'S NAME. Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In the event of a blank ESS incident submitted by the end user, please use the followings: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Assignment group: GIO-EUS-SD-APAC-L1 Resolution Notes: Advised the user to submit a request in CARM ARTICLE TYPE: FCR TEAM: L1
access, airliquide, allowed, carm, com, corp, english, hezharjoyo, kaluny@as, manager, not, partner, partner portal, portal, remote, request, secure, sign, sra, submit, you, you are not allowed to sign in
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KB0012406
SERVICE DESK - can not log in to \\saai-gdmlp01\prod\ - getting access denied error
English
hezharjoyo.kaluny@as.corp.airliquide.com
110
Cyrille EECKMAN
Uncategorized
Published
2025-07-30 12:28:53
5
GIO Service Desk
NaN
#########
NaN
GIO-CS-EUR-PaaS Virtualization
NaN
NaN
NaN
6
2025-06-30 3:39:30
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Internal Process Can not log in to \\saai-gdmlp01\prod\ - getting access denied error STEPS: You get access denied error in \\saai-gdmlp01\prod\ in Citrix when you try to open/access it. You most possibly have mapped the \\saai-gdmlp01\prod\ more times by some reason. You might have also only \\saai-gdmlp01\prod\ once but also other folder on \\saai-gdmlp01\ at the same time for example \\saai-gdmlp01\transfer$ You need to remove all above mentioned folders (\\saai-gdmlp01\prod\ , \\saai-gdmlp01\transfer$) by right clicking on them > disconnect then map \\saai-gdmlp01\prod\ again but only to have it once. HINT: You can also try to use IP instead of name of the server (172.18.0.36) Tick "reconnect at logon" and Connect using different credentials" boxes, then type your admin credentials. ARTICLE TYPE: Process TEAM: L1
access, airliquide, can, can not log in to \\saai-gdmlp01\prod\ - getting access denied error, citrix, com, corp, cyrille, denied, desk, do, eeckman, english, getting, helpdesk, hezharjoyo, kaluny@as, log, not, open, prod, prod do not open, saai-gdmlp01, service, service desk
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KB0039719
FSSC Servicenow - Invoice issue with error message: Invoice already exists for the supplier
English
hezharjoyo.kaluny@as.corp.airliquide.com
73
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-20 6:54:40
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - APAC Servicenow
NaN
NaN
NaN
42
2025-08-20 6:52:41
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported they found an issue with the invoice with error message: Invoice already exists for the supplier. POSSIBLE CAUSES: The reason of such error 'Invoice already exists for the supplier' happens when supplier has either flipped the invoice via CSP OR SAN and the invoice is left in draft status. STEPS: Kindly advise user to ask the supplier to submit the invoice in CSP or SAN for the invoice to be visible in the front end. LOGGING CATEGORISATION: Business service: BAP - HUB - APAC Servicenow Configuration item: FSSC ServiceNow - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, already, com, corp, english, exists, fssc, hezharjoyo, invoice, invoice issue with error message: invoice already exists for the supplier, kaluny@as, message, noor, servicenow, siti, supplier, wahab-sc
NaN
KB0018250
eApps - CTS cannot be deleted
English
hezharjoyo.kaluny@as.corp.airliquide.com
6
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:31:02
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - myGas
NaN
NaN
NaN
2
2025-06-17 9:55:55
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: CTS Can't be deleted. POSSIBLE CAUSES: URL is Blocking. STEPS: 1. Check if the ALNET URL is blocked by WAF with GIO team. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
To check the duplicate COA's if the COA-COC save button is disabled.
English
hezharjoyo.kaluny@as.corp.airliquide.com
73
NaN
Uncategorized
Published
2025-09-12 8:50:02
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
KB0054930 v1.0
NaN
6
2025-09-12 8:48:42
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Unable to save edited info for COA in WIP POSSIBLE CAUSES: We will not able to save the COA if there are duplicates for same WIP as per the current system design. STEPS: A COA should not have duplicates. There should be only one Certificate number for one Cyl_Serial_No for same WIP. Check the wrong COA and delete the duplicates. SQL Query to check any duplicate cylinders from backend, COC_MEMO as cylinder. SELECT COC_MEMO, * FROM COA_COC WHERE WIP_NO = 'EI1202' SELECT * FROM CYLINDER WHERE CYL_SERIAL_NO = 'H67991' If the above steps did not solve the issue, please raise an incident with the following details: LOGGING CATEGORIZATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug Assignment group: BAP-COE-GID-L2
airliquide, button, check, coa, coa-coc, com, corp, disabled, duplicate, english, hezharjoyo, if, kaluny@as, save, to check the duplicate coa's if the coa-coc save button is disabled.
NaN
KB0049001
My IT Corner - Request access to Cisco Webex Softphone
English
hezharjoyo.kaluny@as.corp.airliquide.com
519
Emmanuel DELORT
Uncategorized
Published
2025-09-29 14:51:59
6
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
133
2025-07-14 11:27:58
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: The user needs a softphone account with a landline number (for Webex, Professional Client, etc.) BEFORE YOU START: Check-in MMS if the user already has a landline phone number, if not, proceed with the request STEPS: In MyITCorner, guide user to navigate to Home > Devices > Order a new device > Desk phones to find the available requests. Request access to Cisco Webex Softphone : request access to Webex Softphone After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is requesting assistance to configure wifi on Servitrax STEPS: 1. Use the barcode to configure the wifi. Refer to the following links for the steps: https://drive.google.com/file/d/0B5zfqwEtxzRoT3pLeU9OdDhraFU/view?usp=sharing https://drive.google.com/open?id=0B5zfqwEtxzRoX1lHTG1kOXU1Qkk 2. If it is failed or not working, please contact the GIO network team. LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Network Subcategory: Bug Assignment group (if not L1): BAP-COE-GTS-L2 ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Unable to print Documents arent coming out Possible print spooler, network, hardware or software issue POSSIBLE CAUSES: Common mapping, installation or network connection issues Printer spooler issues Printer driver issues Printer network issues Printer hardware issues Printer firewall issues BEFORE YOU START: Air Liquide Service Desk procedure for Uniflow Printer troubleshooting For issues with Non MPS, Secure Print and Local printers refer to Printer Issues - Printer Troubleshooting - (Global) or for installation refer to Printer Installation - Direct Print Portal - (Global) STEPS: Common Issues Before starting be sure to obtain the following Printer IP address and Printer nameMake & ModelPrinter type (Network, local, Uniflow)Printer connection type (AL LAN, Wi-Fi, not AL LAN, Wi-Fi) Always check the most basic troubleshooting steps before attempting any other Verify the user is connected to the Air Liquide network (Network Printers only) Check if the user is connected via LAN or Wi-Fi. If so, test connectivity Verify if the printer is mapped/installed on the computer, if not please installed drivers Control Panel > Devices & PrintersUniflow Printer - Printer Installation - (AME) Check if the desired printer is selected as default Go to Control Panel > Devices and PrintersRight click on the printer and Set as default printer Run printer troubleshooter Control Panel > Devices and Printers > right click the printer > Troubleshoot > Select repair if error an available repair option Obtain Name, Port Name and Server Name Control Panel > Devices & Printers > Right click on the printer > Printer Properties > Select Port tab Printer Spooler Issues Always be sure to verify the printer spooler for any stuck jobs Printer Troubleshooting - Printer Spooler - (Global) Verify user's Badge is registered in UNIFLOW If not please follow Canon UniFlow ONLINE Printer - Register a badge or token SEP (Symantec Endpoint Protection) switched to Out of Office The user is in an office location and connected to the AL network (does not apply to remote users). The SEP Client changed to Out of Office, which blocked the release of the print job from the PC to the uniFLOW Server. If this is the case, please go to Bis Americas - Symantec Out of Office Printer Hardware Issues Verify the possible hardware issues that the printer may be experiencing, even though access is limited, you can always check some options Printer Troubleshooting - Printer Hardware Issues - (Global) If unable to fix, document every step taken, gather the following information, create an INC and sent it over to the correspondent FS team Printer name (if ip was provided you can run an nslookup in the AL environment for the printer name)Printer IP address (if printer name was provided you can run an nslookup in the AL environment for the ip address)Serial Number (For Canon printers)Printer Make and ModelComputer name & IP addressUser's actual location (should had been verified at the beginning of the call)Documentation of where was driver downloaded from and actual driver name installedCorrespondent ticket documentation, what was done, what was attempted LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Configuration item: UNIFLOW ONLINE - PROD or Printer's name (if applicable) Category: Devices Subcategory: Printers Assignment group (if not L1): GIO-EUS-GOPS-CWS-MPS-L3 FOR EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5,OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User's NT account expired. BEFORE YOU START: check expiration date in AD and in CARM Define the type of user (AL employee (has workday ID) vs sub contractor (dont have workday id)) Expiration date in AD same in CARM on the information tab (sync with Workday and CARM twice a day: 7am and 7pm) between that time CARM team needs a screenshot from Workday to prove that the user`s account has been extended in Workday (during that period Carm team can make manual update in CARM) Sub contractors: only managed though CARM , end date to be checked in AD same as in CARM If locked, follow KB0011364 For windows password reset see KB0011363 If user is not visible in MyCARM, all users accounts are deleted -> user needs to be recreated (new user) (AL users -> HR, subcontractor -> manager) STEPS: if the CARM approver is not available -> Carm team will do 1 week extension of the user`s account in CARM (inc to CARM team) LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and Password Assignment group: GIO-SEC-CARM-L2 ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: CHINA ENTITY: BIS E&C SYMPTOMS: User has issue with mobile phone or desktop phone/ fix phone. User needs password, PIN or PUK code for mobile phone. STEPS: Create a ticket and assign it to ONSITE support team. LOGGING CATEGORISATION: Business service: BEC - Fixed & Mobile Telephony Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): YNT: BEC-EUS-FS-YNT-L2; HGZ:BEC-EUS-FS-HGZ-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Monthly charge price is created before invoicing closing. After the invoicing process completed, no invoice for the monthly charge is generated. Invoice details need to be update, missing information, mismatch, incorrect. Price not reflected on the invoice. POSSIBLE CAUSES: 1) No price is maintained before invoicing process is run. 2) NEXT_INV_MONTH is not current month ref. 3) Invoicing process for the customer is not yet run for the current month. 4) Configuration of FACILITY_CHARGE is incorrect. BEFORE YOU START: Please make sure to include Customer No., Product No., month_ref to the ticket before assigning to L1.5 STEPS: 1. Check monthly charge price maintenance date and next_inv_month SELECT NEXT_INV_MONTH,* FROM CUST_MONTHLYCHARGE_AUDIT WHERE CUST_NO='QDC060' ORDER BY ID DESC NEXT_INV_MONTH should be the current month_ref when monthly charge price is maintained. Monthly charge price maintenance date(21st) should be earlier than the invoicing process date. 2. Check SET_OF_BOOKS and FACILITY_CHARGE for the parent customer. And compare the date. SELECT SET_OF_BOOKS,FACILITY_CHARGE, * FROM PARENT_CUSTOMER WHERE CUST_NO='QDC060' In this case, set_of_books is 02 which means the 20th and invoicing process will be run on every 23th. Price is maintenanced before invoicing. The user raises the ticket on 26th, which means the cut off invoicing for 23th customers has been completed. FACILITY_CHARGE is E, which means facility Charge/monthly charge will be invoicing in phase 1(27th) , separated with gas invoice. 3. The reason no invoice for monthly charge is because of the configuration of FACILITY_CHARGE. The invoice will be generated on 27th. 4. Explain it to the user and close the ticket. If the user would like the monthly charge to be invoiced with gas, then he needs to update FACILITY_CHARGE to CON. Note: Facility Charge BOM Invoicing in the BOM & Weekly EOM Invoicing in Phase 1 CON Invoicing in the cut off Set of books Invoicing on 01 25th 27th 02 20th 23th 03 31st Next 27th 04 21st 23th 05 15th 27th 06 10th(EL only) 13th LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
GIDEONS - Customer Tier pricing did not effect correctly as per contract
English
hezharjoyo.kaluny@as.corp.airliquide.com
23
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-20 7:01:53
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
9
2025-08-20 7:01:24
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User reported that customer supposed to have tier pricing on product set as per contract, but invoice prices do not have tier pricing. POSSIBLE CAUSES: 1) The price source is PO2) The PO is attached to the DO therefore, following the price hierarchy system will not take the contract price and will use PO Price instead. STEPS: 1) Check the price source of the invoice mentioned by user. You may use this query to check the recent invoices under the customer: SELECT D.DOC_NO,A.MONTH_REF [MONTH],PRICE_SOURCE,B.PROD_NO,QUANTITY,PRICE_ITEM,PO_NO,* FROM INVOICE_HEAD A INNER JOIN INVOICE_LINE_EXT B ON A.INVOICE_NO = B.INVOICE_NO INNER JOIN INVOICE_LINE C ON C.INVOICE_NO = A.INVOICE_NO AND C.PROD_NO = B.PROD_NO INNER JOIN DO_INVOICE_REF D ON D.INVOICE_NO = A.INVOICE_NO WHERE A.CUST_NO = 'XXXXXX' AND B.PROD_NO = 'XXXXXX' ORDER BY [MONTH] DESC LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
airliquide, com, contract, corp, correctly, customer, customer tier pricing did not effect correctly as per contract, did, effect, english, gideons, hezharjoyo, kaluny@as, noor, not, per, pricing, siti, tier, wahab-sc
NaN
KB0043425
Pec Organizer - support contact
English
hezharjoyo.kaluny@as.corp.airliquide.com
16
Maik GERHARDS
Uncategorized
Published
2025-06-30 3:34:50
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
9
2025-06-30 3:34:08
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Italy ENTITY:ALL SYMPTOMS: User calls because they need Pec Organizer password reset, or they are facing with a functional issue with the app. BEFORE YOU START: Make sure that the problem is related to the app itself and not to the network, user's Okta account ecc. STEPS: Redirect user to Pec Organizer support: +39 0119575060, commerciale@euroged.it , https://www.pecorganizer.it/contatti/ LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support / Assistance Resolution Notes: Redirected user to Pec Organizer support. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
EPIC - User unable to do receive but turn out the item has been fully received in EPIC and Oracle
English
hezharjoyo.kaluny@as.corp.airliquide.com
197
Julia RAMLAN-SC
Uncategorized
Published
2025-07-03 5:38:54
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
111
2025-07-03 5:38:08
#########
INC1374438
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User unable to do receive in EPIC. POSSIBLE CAUSES: 1. User do not have authority to do receive in EPIC. 2. The item has been Fully Received. BEFORE YOU START: Able to view the mentioned Purchase Order in EPIC and Oracle STEPS: Check the Purchase Order receive status in EPIC: Check the Purchase Order receive status in Oracle: Select po.segment1 "PO NUMBER",hou.name,po.Authorization_status,po.closed_code,po.cancel_flag,rsh.receipt_num,rsl.LINE_NUM, rsl.QUANTITY_SHIPPED, rsl.QUANTITY_RECEIVED,rsl.UNIT_OF_MEASURE,rsl.ITEM_DESCRIPTION,rsl.SHIPMENT_LINE_STATUS_CODE from apps.rcv_shipment_lines rsl,apps.rcv_shipment_headers rsh,apps.hr_operating_units hou,apps.po_headers_all po where 1=1and rsh.shipment_header_id=rsl.shipment_header_idand po.po_header_id=rsl.PO_HEADER_IDand po.org_id=hou.organization_id--and rsl.PO_HEADER_ID='1483903'--and rsh.receipt_num=:P_receipt_numand po.segment1=:P_PO_NUMBERorder by rsl.LINE_NUM Send the screenshot to user to get confirmation. Close the ticket once confirmed. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory :Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Provide the information for confirmation TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5
COUNTRY/REGION:Japan ENTITY:BIS-APAC SYMPTOMS: User request access to GAUS application on a new PC POSSIBLE CAUSES: User replaced old PC and unable to use GAUS on the new one. BEFORE YOU START: GAUS is an application that can only be accessed from a server. Hence , the access to server such as Citrix is required. STEPS: 1. Remote to user PC and check if Citrix already installed on the new PC. 2.If user not yet have Citrix installed, guide user to request auto-installation on IT Corner link below. https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=9b19ef78dbb9ad54f1ad4662159619ef 3.Once user have Citrix installed on the PC , guide user to try to access Gaus the same way they accessed it on the old PC. Reminder: User probably open a link in Microsoft Edge to reach Citrix login page. You can also copy the link and paste in MS Edge on the new PC. LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Configuration item: ManageMyService - PROD Category: Application Subcategory: Support / Assistance Resolution notes: Sd perform above troubleshoot the assist user access GAUS from the new PC TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS SD Procedures - Guiding Users to Self Service Request Requests
English
hezharjoyo.kaluny@as.corp.airliquide.com
215
Martin GAITE
Uncategorized
Published
2025-08-25 4:37:04
4
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
170
2025-08-25 4:36:38
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
SYMPTOMS: Guiding users to My IT Corner, CARM, GIO Catalog, AMS, Google, My Store or any other kind of request forms. BEFORE YOU START: When guiding a user towards a request form, be sure to create an informational ADHOC ticket with its correspondent categorization. SD Procedures - Real Time Ticket Handling STEPS: When receiving a contact for a request that the user must fill in My It Corner, CARM, GIO Catalog or the AMS form, be sure to wait until the user has confirmed the they are able to access such request and that they fully understand how to fill in each detail. In case the user is not able to access the request 1. Verify that the request is the correspondent request form and link, test it on your end. Some request only work in certain regions, be sure to provide the one for the user's location. 2. Verify that the request is being opened as required, otherwise troubleshoot. My It Corner requires Air Liquide connection or Okta if working remotely CARM and AMS require Air Liquide connectionGIO Catalog requires Air Liquide connection or Okta & SNOW access provided through CARM 3. If able to open request, explain the next steps to the end user and close request as resolved, make sure to let user know that an informational ticket will be closed. 4. If correspondent request and user is still not able to access it, submit the request on behalf of the user, be sure to change the details so the request goes under the user's name except for AMS and certain GIO Catalog. 5. Document in your informational ADHOC the outcome, whether if the user was able to access the request form or not, and if request was summitted on behalf of the user. If receiving a contact to follow up on a submitted request My IT Corner or GIO Catalog Search for the request ticket number in the Global Search icon (Magnifying Glass) Provide update to the end user and document on the request ticket Explain to the user how to review summited tickets UpdateClick on "My Tickets" at the top of the screenClick on the ticket you want to checkYou will see the status and relevant information on the right columnClosedClick on "My Tickets" at the top of the screenClick on the ticket you want to closeOn the left column, you will be able to leave a note requesting the ticket to be closedReopenClick on "My Tickets" at the top of the screenClick on the ticket you want to checkYou will be able to click on reopen under "Actions" in the right columnNote that incident tickets have a 7 days limit before they are permanently closed after resolved.ADHOC and Request RITM tickets cannot be reopened. My IT Corner - Navigation and How Tos (GLOBAL) CARM If the user submitted the request, have the user search for the request in his CARM account as it will only be available to the end user. You can verify the submission and status of the request through My Request tab in the top menu of CARM Once request is completed, the status will be marked as Completed otherwise it will still say Running, meaning that the request is still being worked on. Some request may have a question mark icon next to Running, user must hover over it to see the dialog and see what its pending (approval, further information, confirmation, etc.). If the user did not submitted the request, and it was submitted on its behalf, assist with verifying request details in CARM (access, account creations, suspensions, etc.). AMS After submitting the request, the user will be provide with a request number (should contain 5 digits). That request number will allow him to check the status on the same page. Have user search for the request on the AMS form, if the is not able to access the AMS form at this moment or does not have the five digit request: Search for the user's request on the AMS form, as it is accesible for everyone, ams.am.corp.airliquide.com/ams, be sure to be on the Air Liquide environment. Oracle Access Request - AMS Form (AME) After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: Depend on which request that you guideExplanation: Redirected user to submit request In case of blank ESS Incident submitted by the user: Business service: Based on which request user need to submit Configuration item: Based on which request user need to submit Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
SD Procedures - CATTASK: Backup code generation for not supported entities
English
hezharjoyo.kaluny@as.corp.airliquide.com
20
Laurence AZERRAD
Uncategorized
Published
2025-08-11 8:48:10
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
2
2025-08-11 8:47:58
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Internal Process: Backup code generation for kite users belonging to entities not supported by the GIO Service Desk via Request STEPS: Service Desk will be responsible to provide backup codes for kite users belonging to not supported entities. The reason is that their support lost access to GAST and not able to provide them backup codes. 1. Please open the CATTASK assigned to your name. Requested for is the analyst of the support who opens the request for us. 2. Please go back to "Item Variables" tab to find the user who you need to generate the backup codes: 3. in the same place you can find the user who you need to send the generated backup codes via email: 4. Close the CATTASK as per below: NOTE: In case the CATTASK needs to be pended due to any reason, put the state of the request to "Planned with user". ARTICLE TYPE: Process TEAM: L1
airliquide, azerrad, back, back up code not supported entities, backup, cattask, code, com, corp, english, entities, generation, hezharjoyo, kaluny@as, laurence, not, procedures, sd, supported, up
NaN
KB0050864
FieldService - any issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
204
Rabah BOUANANI
Uncategorized
Published
2025-09-29 14:36:10
5
GIO Service Desk
NaN
#########
NaN
Local Business Solution
NaN
NaN
NaN
36
2025-05-30 6:14:25
#########
NaN
BEU-CROSS DOMAIN
COUNTRY/REGION:SPAIN ENTITY:BIS EUROPE SYMPTOMS: User is facing an issue with FieldService application/website. E.g.: user not found, cannot open any file FieldService is an application for creating quotes related to medical gas distribution system works. STEPS: Collect all necessary information. Create an incident and assign it to L1.5>onsite (E.g.. L1.5>BHC-GASMEDI-FS-L2) LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: FIELDSERVICES - PROD Category: Application Subcategory: Bug / defect Assignment group (if not L1): L1.5>onsite (BHC-GASMEDI-FS-L2) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5>OSS
eApps - Customer did not receive email notification in Webstore
English
hezharjoyo.kaluny@as.corp.airliquide.com
14
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:31:00
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS - OTHERS
NaN
NaN
NaN
13
2025-05-30 5:57:12
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: A. Did not receive the verification email. B. Customer did not receive the order acknowledgment email. C. Could not receive delivery order email notification. POSSIBLE CAUSES: 1. System could not send the email notification due to network speed/ issue. 2. Email service failure. 3. System issues/bugs. STEPS: 1. Check whether the email notification is available in the history table. Note: Check whether the order is successfully saved to get an email notification after delivery order 2. If there is no email notification received, raise an incident ticket to resend the email notification. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): - BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
EPIC - Error when submit Purchase Order (Project expired)
English
hezharjoyo.kaluny@as.corp.airliquide.com
139
Julia RAMLAN-SC
Uncategorized
Published
2025-07-07 8:02:41
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
112
2025-07-07 8:02:22
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User get error when try to submit purchase order. Refer to INC1120811. BEFORE YOU START: Access require: 1. EPIC to view related purchase order. 2. Oracle to view related project. STEPS: 1. Check for the Oracle Project status and trans finish date: 2. Check in EPIC for project status, Setup > Lookup Values, make sure Active = Yes: 3. Later, check for Setup > Accounts and Active = Yes 4. Share with user the result and advise user to try again. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Bug/ Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
MPS - XWC - How to print with XWC on Chromebook or Mac
English
hezharjoyo.kaluny@as.corp.airliquide.com
505
Jordan SEESAIYE-SC
Printing / Devices
Published
2025-09-29 13:49:17
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
126
2025-08-13 5:03:34
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:*EU* ENTITY:*ALL* SYMPTOMS: User need guidance how to print in MAC and Chromebook. POSSIBLE CAUSES: User does not have the knowledge to print via Chromebook and MAC. BEFORE YOU START: The workstation must be connected to the Air Liquide network by Wifi and not by VPN. The Xerox mobile print extension must be installed on Chrome. How to install the Chrome extension : Go to the chrome web store and search for Xerox Mobile Print in extension. 2. Click on it and click on Add to Chrome STEPS: 1. Authenticate in Xerox Mobile Print by Clicking on the puzzle piece at the top right of the chrome window, then click on Xerox Mobile Print Portal. 2. Enter your professional email address, e.g. frirstname.lastname@airliquide.com, then click on Next. 3. Tick the I accept box then click on the I accept button 4. This page appears, you are correctly connected and you can close this window. 5. Now if you have a document to print, select print in your document or CTRL + P Unfold the Destination field and click on See more.... 6. If your printer is on XWC select Xerox Mobile Print printer icon is 8. Click on print 9. Then go on printer swipe your badge on it then select @PrintByXerox button If its the first time that you use the badge please follow the knowledge article Register a badge on XWC You can see your job in the list, select it then click on Print Button After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: MPS - XeroxModel/brand of the target printer: Printer hostname In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Printer name Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.
airliquide, assistance, basic, basic troubleshooting, chromebook, com, corp, english, hezharjoyo, how, how to, jordan, kaluny@as, mac, mps, mps - xwc - how to print with xwc on chromebook or mac, non, non standards, not, not uniflow, print, printer, printer - basic troubleshooting, printer not working, printers, seesaiye-sc, standards, troubleshooting, ts, unable, unable to print, uniflow, working, xwc
NaN
KB0050927
User forgot his TALIS number
English
hezharjoyo.kaluny@as.corp.airliquide.com
68
Maik GERHARDS
Uncategorized
Published
2025-06-11 10:58:27
4
GIO Service Desk
NaN
#########
NaN
Cylinder Planning scheduling filling
NaN
NaN
NaN
31
2025-06-11 10:58:07
#########
NaN
BEU-CYL-ALL
COUNTRY/REGION:GLOBAL ENTITY: All SYMPTOMS: User forgot his TALIS number STEPS: Send the ticket to the SAP group BEU-CYL-SUPPLY CHAIN TALIS LOGGING CATEGORISATION: Business service: Cylinder Planning scheduling filling Configuration item: TALIS ALFI - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BEU-CYL-SUPPLY CHAIN TALIS TICKET TYPE: Incident
air, airliquide, com, corp, english, forgot, gerhards, hezharjoyo, his, id, kaluny@as, liquide, maik, matrcule, matrcule air liquide talis, number, talis, talis id, talis number, user forgot his talis number
NaN
KB0018166
Printer - Troubleshooting Driver Issues
English
hezharjoyo.kaluny@as.corp.airliquide.com
194
Matthew WIDELL
Printing / Devices
Published
2025-09-29 13:49:07
5
GIO Service Desk
NaN
#########
NaN
BEC - Local printers
NaN
NaN
NaN
73
2025-07-15 8:18:34
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Unable to print, verifying driver issues POSSIBLE CAUSES: Driver could be outdated Driver could had been removed after a major system update BEFORE YOU START: Verifying the driver issues after having gone through the first troubleshooting steps from Bis Americas - Printer Troubleshooting Printer Troubleshooting - Printer Spooler - (Global) STEPS: Verify the driver Open the Device Manager Control Panel > System > Device Manager Find the printer under Printers, Other Devices or Imaging Devices Right click on the printer and open Properties General Tab, it says Device Status If you see a yellow exclamation mark or an error reported Click Update Driver Click on Update Driver LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - PRINTING - Local Printer Installation Business service: BIS - AMERICA: BAM - LOCAL PRINTERSBIS - AMEI: BAMEI - LOCAL PRINTERSBIS - APAC: BAP - LOCAL PRINTERSBIS - CF: BCF - LOCAL PRINTERSBIS - E&C: BEC - LOCAL PRINTERSBIS - EUROPE : BEU - LOCAL PRINTERSBIS - GM&T: BGMT - LOCAL PRINTERSBIS - HOME HEALTHCARE: BHC - LOCAL PRINTERS Category: Device Subcategory: Printer Resolution Notes: After troubleshooting performed, printer is working properly. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Chrome OS Device - Chromebox meetings not showing/unable to start
English
hezharjoyo.kaluny@as.corp.airliquide.com
269
Harold OUSSET
Uncategorized
Published
2025-05-30 6:15:54
4
GIO Service Desk
NaN
#########
5.00
GIO - EUS - CWS - HardwareforMeeting
NaN
NaN
NaN
120
2025-05-30 6:15:34
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The meeting doesn't appear on the Chromebox or Chromebase display BEFORE YOU START: For how to start a meeting, see KB0012951 CHROMEBOX FOR MEETING - how to start (GLOBAL) STEPS: Sometimes people schedule rooms for a meeting, but they forget to add a video meeting. If that happens, you have 2 options:1. Ask the meeting organizer to update the invitation.Ask the organizer to add a video meeting to the Calendar invitation and resend it.Wait for the meeting to show up under Calendar on the display.Point the remote at the meeting under Calendar.Press Select on the remote to start the meeting.2. Get the video meeting name or code and enter it.Ask the organizer to create a video meeting and give you the name of the meeting or the meeting code.Use the keyboard on the back of the remote to enter the information.Point the remote at Join.Press Select on the remote to start the meeting. If the issue is not with the invitations and the events are displayed in the assigned Calendar, continue with troubleshooting below.1. Make sure it is updated. See which is the latest version HERE. Update your Chromebox's operating system: Turn on your Chromebox.Connect your Chromebox to Wi-Fi or LAN.At the bottom right, select the settings tray next to the time.Select Settings .At the bottom of the left panel, select About Chrome OS.Under "Google Chrome OS," you'll find which version of the Chrome operating system your Chromebox has.Select Check for updates.If your Chromebox finds a software update, it will start to download automatically.Once the update finishes downloading, click Restart 2. If after performing the troubleshooting steps suggested the issue still reproduces please provide the following information: Device Serial Number and OS Version.Full calendar name or ID that is assigned to this Chrome box If unable to resolve, GIO-EUS-GOPS-DWP-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - CWS - HardwareforMeeting Configuration item: Google Resources / Google Hangout Category: Device Subcategory: Support / Assistance Resolution Notes: Chromebox meetings working correctly TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, calendar, chrome, chromebox, chromebox for meeting, chromebox meeting, com, corp, device, english, google, google calendar, google hangout, hangout, hardware, harold, hezharjoyo, issue, kaluny@as, meeting, meetings, not, not_showing, os, ousset, showing, start, unable, unable_to_start
NaN
KB0019896
WINDOWS How to decommission a device
English
hezharjoyo.kaluny@as.corp.airliquide.com
183
Muhdnursafwan SALEHUDIN-SC
Windows - Storage / Performance
Published
2025-08-06 10:55:15
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
96
2025-08-06 10:53:47
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Request to return unused device POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: Guide user to send a decommission request using below request catalog: [Decommission a device] https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=94ec65aa93d90610cddef0718bba10eb&searchTerm=decommission After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Hardware Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
Gideons Healthcare - Unable to access AirLiquide Homecare website
English
hezharjoyo.kaluny@as.corp.airliquide.com
122
Srichandra R-SC
Uncategorized
Published
2025-08-07 11:34:18
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - Healthcare
NaN
NaN
NaN
40
2025-08-07 11:31:09
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC _ SYMPTOMS: Unable to access AirLiquide Homecare website. The Healthcare page keeps loading non-stop. The page could not launch successfully. POSSIBLE CAUSES: User is accessing Healthcare site via link https://as-gidpa-nea.as.corp.airliquide.com/Healthcare/VAJapan/HC/WebClient/ SSL Connection error. HTTPS Secure website not working on Chrome browser. STEPS: 1. Launch applications Microsoft Edge > New inPrivate window mode from the Start menu. 2. Enter the Healthcare URL as below : http://as-gidpa-nea.as.corp.airliquide.com/Healthcare/VAJapan/HC/WebClient/ 3. It will popup the Authenticate window. 4. Authenticate yourself. ' 5. Click on the Login button. 6. The Healthcare site should be launched successfully. LOGGING CATEGORISATION: Business service: BAP - HUB - HEALTHCARE Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
access, airliquide, com, corp, english, gideons, healthcare, hezharjoyo, hhc, homecare, japan, kaluny@as, r-sc, srichandra, unable, va, va japan, website
NaN
KB0038464
Server (NAS) Name Changes - Map network drive
English
hezharjoyo.kaluny@as.corp.airliquide.com
81
Cyrille EECKMAN
Network / Connectivity
Published
2025-07-30 12:29:01
5
GIO Service Desk
NaN
#########
NaN
GIO-CS-EUR-Non Eligible File Storage (NEF)
NaN
NaN
NaN
7
2025-02-17 7:00:41
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Germany ENTITY:ALL BEFORE YOU START: "if the user is asking something about apps like PRISMA, Alaxy, Debby etc. and he is mentioning a "Preismanagement" folder, it is available on:\\FSX-EU-01\Data_DE000 (this server instead of SNDE004) SYMPTOMS: User called that some servers are not accessible anymore STEPS: check if one of the mentioned servers is affected. If yes map (KB0012298) it with the new name : - \\ SNDE086A\DATA_DE086 - \\ SNDE086A\DATA_DE084 New share: - \\Fsx-eu-01\DE-ALD (AL GMBH)\DATA_DE086 - \\Fsx-eu-01\DE-ALD (AL GMBH)\DATA_DE084 Old share: - \\SNDE010A\Data_DE010_01 - \\SNDE010A\Data_DE010_02 New share: - \\fsx-eu-01\DE-ALD (AL GMBH)\Data_DE010_01 - \\fsx-eu-01\DE-ALD (AL GMBH)\Data_DE010_02 In case of issue, please follow KB0049797. LOGGING CATEGORISATION: Ticket template to be used: 0_EU[Windows] Map network drive Business service: GIO - EUS - UWP - Windows OS Situation: Service Question / Assistance [Incident] Resolution Notes: Server mapped correctly TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: E&C user reports that he/she is unable to run any Citrix Virtual Desktop. After clicking on Virtual Desktop icon nothing happens. BEFORE YOU START: If Citrix VD does not appear it may be the problem with older version of Citrix Workspace. Please check if the user has new version: Citrix Workspace 2402. STEPS: 1. Download the Receiver Cleanup Utility here 2. Remove old version using Receiver Clean-Up Utility. Run the Receiver Clean-Up Utility with administrator privileges. 3. Click any key on your keyboard to continue 4. Wait until the cleanup utility finishes its job 5. Restart the Computer 6. Install the package c_00249_citrix_workspace-app-24.2.1000.CU1_ml_48 via BBCA as per KB0013143 Note: This is important to use proper packages instead of installers that can be downloaded directly from Citrix web page due to our customization. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Application Subcategory: Installation / Deployment Assignment group (if not L1): L2 FS/OSS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot access RPS Tool/KDPrevent due to error message: Code 500 - Internal Server error URL:https://rps.apps.airliquide.com/ POSSIBLE CAUSES: Saved Cookies and Caches can help your browser load pages faster and remember your preferences. However, cache and cookies can also cause some problems, such as slowing down your browser, taking up storage space, and compromising your privacy. That's why it's important to clear your browser cache and cookies regularly. BEFORE YOU START: Save files/close any site that might be affeced with the browser issue before performing the process STEPS: Chrome1. Have Chrome open and selected.2. Press the CTRL-Shift-Delete (Windows) / Or Click ... > Settings > Privacy and Security > Clear browsing data3. Clear Browsing Data section will appears4. In Basic tab;i. Time Range: All Timeii. select: - Browsing History - Cookies and other site and plugin data - Cached images and files 5. In Advanced tab, select:i. Time Range: All Timeii. select: - Browsing History - Download History - Cookies and other site and plugin data - Cached images and files 6. Click on "Clear Data"7. Close the Chrome browser6. Wait for 30 seconds and restart the Chrome browser again. Microsoft Edge 1. Open MS Edge browser 2. Press the CTRL-Shift-Delete (Windows) / Or Click ... > Settings > Privacy Search and services > Clear browsing data now > Choose what to clear3. Clear Browsing Data section will appears4.Select as belowi. Time Range: All Timeii. select: - Browsing History - Download History - Cookies and other site data - Cached images and files 5. To clear the browsing data for Internet Explorer mode, click on the linki. Time Range: All Timeii. select: - Preserve Favorites website data - Temporary Internet Files - Cookies - History 6. Click on "Delete"7. Close the Edge browser6. Wait for 30 seconds and restart the Edge browser again. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration Item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: User was able to access RPS Tool/KDPrevent after the procedures. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:UK ENTITY:ALL SYMPTOMS: UK user calls with a Microsoft Dynamics (D365) functional issue BEFORE YOU START: If user's entity is Vitalaire, kindly check in CARM if user has Azure Active Directory account. STEPS: 1. Test Microsoft Dynamics (D365) in Chrome, Chrome incognito, and Edge Link: Link: https://aligmt-biogas.operations.eu.dynamics.com/ 2. Take a screenshot, collect information about user's availability, and assign the ticket to BGMT-BUS-ERP-L2 LOGGING CATEGORISATION: Ticket template to be used: n/a Business service: BGMT - ERP aB&T UK (D365 FO) Configuration item: n/a Category: Application Subcategory: Bug Assignment group (if not L1): BGMT-BUS-ERP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BGMT-BUS-ERP-L2
365, airliquide, com, corp, d365, dorottya, dynamics, english, functional, hezharjoyo, kaluny@as, kriston-sc, microsoft, microsoft dynamics 365, uk
NaN
KB0052711
ICOLOGIQ - Dysfunction
English
hezharjoyo.kaluny@as.corp.airliquide.com
90
Luis GOMES
Uncategorized
Published
2025-09-03 3:56:27
4
GIO Service Desk
NaN
#########
NaN
Quality Management
NaN
NaN
NaN
43
2025-09-03 3:56:07
#########
NaN
BEU-CROSS DOMAIN
COUNTRY/REGION:SPAIN, PORTUGAL ENTITY:ALL SYMPTOMS: User contacted us to report a functional issue in ICOLOGIQ. STEPS: Gather all information, including screenshots, and route to EU-IBERIA-TRANSVERSAL-L2. LOGGING CATEGORISATION: Business service: Quality Management Category: Application Subcategory: Bug / Defect Assignment group (if not L1):EU-IBERIA-TRANSVERSAL-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Loop identifies 2 types of desk: Assigned desks: These desks are assigned to a specific person whose name is indicated on the desk. These desks are not bookable. However, a third party can declare their position there (for example a day when the assigned person is absent).Reservable desks: Concerns flex-office sites. Reservable desks are marked in white on the card and contain the desk identifier (ex: 2_D_03). Once reserved, these desks turn red and indicate the name of the person who booked. Book a desk To book a desk, you need to click on Save my location button. It allows to assign the desk to you. Once booked, the concerned desk turns red. Note : When the flex office is in place on your site, booking your desk lets your colleagues know which desks are available or not, as well as the location of your own desk.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The end-user wants to reserve a meeting room, but it is already occupied by someone else POSSIBLE CAUSES: The user wants to book the same meeting room and is interested in negotiating the schedule with the other person. Example: whether it is possible for the other party to reschedule or cancel their meeting, etc . BEFORE YOU START: The end-user needs to reach out to the host of the other event to discuss this further. STEPS: Guide user to open Google Calendar > click the meeting from the Google Calendar > The name of the meeting host should be appeared at the bottom of the information box detail. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: MeetContext: Guide user to open Google Calendar > click the meeting from the Google Calendar > The name of the meeting host should be appeared at the bottom of the information box detail. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, ay, com, corp, english, hezharjoyo, host, how, how to identify the meeting host, how to identify the meeting host's name, identify, kaluny@as, meeting, meeting host, meeting room, name, occupied, reserve, room, shah-sc
NaN
KB0053726
Gideons - How to create Credit Note in Gideons
English
hezharjoyo.kaluny@as.corp.airliquide.com
23
Julia RAMLAN-SC
Uncategorized
Published
2025-06-02 6:52:56
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
15
2025-06-02 6:52:03
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User unable to create Credit Note in Gideons POSSIBLE CAUSES: No access authority assign User need guide how to view and create Credit Note BEFORE YOU START: Check user's access authority using the following SQL: USE AL_SECURITY SELECT DISTINCT COUNTRY_NAME, COUNTRY_GROUP_NAME, G.USERID, D.APPLICATION_MODULE_DESCR AS 'MODULE', C.DESCR as 'MAIN FUNCTION' FROM [APPSECURITY].[GROUP_MODULE_FUNCTION] A INNER JOIN [APPSECURITY].[COUNTRY_GROUP] B ON A.COUNTRY_GROUP_ID=B.COUNTRY_GROUP_ID INNER JOIN [APPSECURITY].[APPLICATION_MODULE_FUNCTION] C ON A.APPLICATION_MODULE_FUNCTION_ID = C.APPLICATION_MODULE_FUNCTION_ID INNER JOIN [APPSECURITY].[APPLICATION_MODULE] D ON C.APPLICATION_MODULE_ID = C.APPLICATION_MODULE_ID INNER JOIN [APPSECURITY].[COUNTRY] E ON E.COUNTRY_ID = B.COUNTRY_ID INNER JOIN [APPSECURITY].[COUNTRY_GROUP_USER] F ON F.COUNTRY_GROUP_ID = B.COUNTRY_GROUP_ID INNER JOIN [APPSECURITY].[USER_LOGIN] G ON G.LOGIN_ID = F.LOGIN_ID WHERE DESCR LIKE '%credit%note%' AND COUNTRY_NAME LIKE '%%' AND APPLICATION_MODULE_DESCR LIKE '%Gideons%' AND G.USERID LIKE '% Customers > Select: Delivery Point > Search for requested customer number User can create/request credit note at 'Create Credit Note Request' LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: As mentioned above. TICKET TYPE: Incident ARTICLE TYPE: Process, Assignment TEAM: L1.5
Google Sheet - Unable to print horizontal/Landscape
English
hezharjoyo.kaluny@as.corp.airliquide.com
16
Irfan Amer JAMALUDDIN-SC
Printing / Devices
Published
2025-09-11 12:51:26
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
3
2025-09-11 12:49:41
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS: User choose horizontal when printing Google sheet data but the print result is in portrait. STEPS: 1.Open targeted Sheet file. Go to "File" > Print 2. At this screen select "Landscape" and press "Next" 3.On print preview page , go to "Advance Settings > Margins (??) Yohaku > change it to "Default". You can see the print preview will show the page is corrected to horizontal. 4.Click "Print" and and the page will be printed horizontally. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: SheetContext: SD to remote to user pc, change the setting of the excel sheet to horizontal, user able to print horizontally In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Canada ENTITY:BIS Americas SYMPTOMS: User is contacting us because needs to be able to access to Servitrax application. POSSIBLE CAUSES: User needs to access to Servitrax but doesn´t have a username or password. BEFORE YOU START: Verify if the account of user already exists. Check if the user is in Cust Serv Pick-Up Role (Customer Service, Satellite Manager, Supervisor, Representative, Inside Sales + Admin Agent (Depot), Administrator (Manager), Satellite Coordinator). Refer to the Canada Roles attached.*If yes, provide the default login (username and password) based on user location.*If a user insists on requesting his/her own account, proceed. STEPS: 1.- Guide user to submit the AMS Form: Application Approval Management System to request for their account. Upon approval, the Service Desk will be notified of approval through Delegated Mailbox. 2.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to AMS form In case of blank ESS Incident submitted by the user: Business service: ALZ - Returnable Asset Configuration item: ServiTrax (Canada) - NAM - PROD Category: Application Subcategory: Account and Password Resolution Notes: Redirected to AMS form.
GTS - Unable to see a specific function (E.g: Initialization, Assignment...)
English
hezharjoyo.kaluny@as.corp.airliquide.com
23
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 10:30:46
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GTS
NaN
NaN
NaN
29
2025-08-08 10:29:49
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to see a specific function (E.g: Initialization, Assignment...) in GTS application. POSSIBLE CAUSES: User is not assigned to the group that having access to the function. STEPS: Check if the user has been assigned to that particular function. 1. Click the AL Security shortcut to launch the application. 2. AL Security Login screen is displayed. 3. The default Application is set as Gideon. 4. Select the Country of the user. 5. The AL Common Security Manager window opens. 6. Click on the Security tab and click Security Manager option. 7. The Security Manager screen is displayed as shown below: 8. Search for the user and select Assign Groups tab. 9. Check if the user is assigned to the group in question or not. LOGGING CATEGORISATION: Business service: BAP - HUB GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Availability [Incident] Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: When user try to open trip in Bravo, error trip has been locked by xxxxx appear. STEPS: Open Bravo and go to Maintenance > Unlock Resources Search for the resource to unlock and put check mark in the box and click Save button LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to unlock resources ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Cannot find RO in the RO history. POSSIBLE CAUSES: RO number not match. STEPS: 1. Check RO no , Agent No, RO Status and RO Date in dbo.RO_HEADER_HISTORY SELECT * FROM dbo.RO_HEADER_HISTORY WHERE RO_NO= '#RO_NO#' If the above steps did not solved the issue please raise an incident with the following details LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is unable to export with DO in WIP. STEPS: 1. Check if user uses the latest batch number to create coa. If there are additional batches uploaded after the coa creation , it should be archived. 2. Upload Date is key field to identify which is latest batch in the system. "Upload Date" highlighted in screen can be referred in DB Column. TableName.ColunName -> SUPPLIER_COA_STAGING.LAST_UPDATED_DATE LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Availability [Incident] Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, com, corp, deepak, demc, do, english, export, gideons, hasani-sc, hezharjoyo, kaluny@as, unable, wip, with do
NaN
KB0023023
SAP - Password Reset / Account Unlock
English
hezharjoyo.kaluny@as.corp.airliquide.com
815
Debbie SMITH
Uncategorized
Published
2025-09-29 13:00:49
5
GIO Service Desk
NaN
#########
NaN
BAMEI - SAP- APPLICATION
NaN
NaN
NaN
211
2025-09-03 3:45:59
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:BIS - AMEI / SOUTH AFRICA ENTITY:ALL SYMPTOMS: User would like to unlock or reset SAP account/password. STEPS: Send Incident to BAMEI-SOUTHAFRICA-SAP-L2 Information to be collected: - user credentials, user ID LOGGING CATEGORISATION: Business service: BAMEI - SAP- APPLICATION Configuration item: SAP - SSA - ALZA - PROD Category: Application Subcategory: Account and password Assignment group: BAMEI-SOUTHAFRICA-SAP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
account, account unlock, africa, airliquide, amei, com, corp, debbie, english, hezharjoyo, kaluny@as, password, reset, sap, sap password reset, smith, software, south, south africa, ssa, ssa sap, unlock, za
NaN
KB0011528
ESSBASE - password reset
English
hezharjoyo.kaluny@as.corp.airliquide.com
19
Olivier PENOT
Uncategorized
Published
2025-07-03 3:51:20
4
GIO Service Desk
NaN
#########
NaN
BCF - R&D - Finance
NaN
NaN
NaN
25
2025-07-03 3:49:36
#########
NaN
BCF-R&D-ACCOUNTING APPLICATIONS-L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User needs Essbase password reset. STEPS: ServiceDesk creates ticket in SERVICENOW with below categorization and assign the ticket to: BCF-FINANCE-ESSBASE Provide user`s ID in the ticket! LOGGING CATEGORISATION: Business service: BCF - R&D - Finance Configuration item: ESSBASE PLATFORM - PROD Category: Application Subcategory: Access / Rights Assignment group: BCF-FINANCE-ESSBASE TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
GTS - Stock data is not showing at inventory location selected
English
hezharjoyo.kaluny@as.corp.airliquide.com
52
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-20 6:56:01
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GTS
NaN
NaN
NaN
35
2025-08-20 6:54:59
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported that stock data is not showing at inventory location selected POSSIBLE CAUSES: To list a product in the stock the reorder level must be defined for that product. No reorder levels are defined for any product for the inventory location, that's why no data is populated. STEPS: 1) Check the reorder level for the inventory location. 2) Advise user to define the reorder level. Please refer to the below sections to add reorder level: Refer section 11 for reorder level and section 4 for stock GTS web:https://docs.google.com/document/d/1ALF27mtXJJoE2sFlyJWhxXUpuYz3LkjmVfC74WyJ05U/edit?usp=sharing LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, com, corp, data, english, gts, hezharjoyo, inventory, kaluny@as, location, noor, not, selected, showing, siti, stock, stock data is not showing at inventory location selected, wahab-sc
NaN
KB0019895
BTS Windows Connection issues out of office
English
hezharjoyo.kaluny@as.corp.airliquide.com
54
J'Rose MATUTINA-SC
Windows - Storage / Performance
Published
2025-09-12 5:14:43
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
21
2025-09-12 5:14:29
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User experiencing bad WiFi connection using home network. STEPS: 1) Check if user is facing the same issues when connected to other WiFi (e.g. Wifi@AL2 or mobile hotspot) 2) If yes, proceed as per KB0012275 3) If no, advise user to reboot router. If no improvement, advise user to check with the ISP. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration Item: PC hostname Category: Devices Subcategory: Connectivity Resolution notes: Service desk will guide the user to check wifi connectivity TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bts, com, connection, corp, english, hezharjoyo, issues, kaluny@as, matutina-sc, office, out, out of office, rose, software, wifi, windows
NaN
KB0040242
COA - Create Partner
English
hezharjoyo.kaluny@as.corp.airliquide.com
5
Srichandra R-SC
Uncategorized
Published
2025-09-02 9:33:21
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
4
2025-09-02 9:32:28
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: How to Create Partner BEFORE YOU START: Ticket reference: CATTASK1062776 STEPS: 1. Create Partner Navigator：General Ledger Manager / Payable Admin a) Setup-> Flexfields->Key->Values->Open b) Partner : Tick Value Set fieldFind AL_AFF_PARTNER(IC)Click Find c) Press Add for create new Partner d) Input Partner value / Partner description and tick enabled '' e) Select ; Allow Budgeting =Yes Allow Posting = Yes Click OK and Save LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling because he cannot extend other users' accounts in Carm or do other request on behalf of other users in Carm. BEFORE YOU START: Although HR manages the users in Workday now, the HR role is still available in CARM. There are managers who need the HR role in CARM. They can create SC or BP accounts for external users. STEPS: User should contact HR. His HR colleague has to make a request in Carm for the user to add HR role for him/her. See below. See also Carm guide on the link below for further information. 1.Request done via CARM. Request 'New Access' and after click on 'CARM Roles' 2. After choose the desired role for HR 3. Request will be approved by CARM approuver. 4. Guide for HR roles: KB0016229 5. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM to modify CARM Roles. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
airliquide, behalf, cao, carm, carm hr, carm hr role, com, corp, do, do request in carm on behalf of other user, english, get, hezharjoyo, how, hr, hr role, kaluny@as, other, request, role, roles, vincent
NaN
KB0041338
Printer UniFlow ONLINE - Unable to print after deployment of SmartClient
English
hezharjoyo.kaluny@as.corp.airliquide.com
1767
Dafne FRANCO-SC
Printing / Devices
Published
2025-07-30 11:49:44
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
784
2025-07-28 8:06:00
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY:GLOBAL ENTITY:ALL SYMPTOMS: Printers have been migrated to UniFlow and users are unable to print. POSSIBLE CAUSES: Smart Client software is not installed. UniFlow queue is not visible in control panel. UniFlow Smart Client is not installed properly. BEFORE YOU START: 1.-Confirm that the printer is part of the migration to UniFlow ONLINE by gathering the IP address of the printer and look for it in the next link: https://airliquide.service-now.com/nav_to.do?uri=%2Fcmdb_ci_printer_list.do%3Fsysparm_first_row%3D1%26sysparm_query%3Du_al_descriptionLIKECanon%2BMPS%255eGOTOname%253e%253dCA-QC-CA006-01-01%26sysparm_query_encoded%3Du_al_descriptionLIKECanon%2BMPS%255eGOTOname%253e%253dCA-QC-CA006-01-01%26sysparm_view%3D 2.- ALWAYS GATHER PRINTER NAME AND IP ADDRESS Printer name (if ip was provided you can run an nslookup in the AL environment for the printer name)Printer IP address (if printer name was provided you can run an nslookup in the AL environment for the ip address)Serial NumberPrinter Make and ModelComputer name & IP addressUser's actual location (should had been verified at the beginning of the call)Documentation of where was driver downloaded from and actual driver name installedCorrespondent ticket documentation, what was done, what was attempted STEPS: 1.- Once you have confirmed that the printer is part of the migration, make a remote connection to user´s computer and confirm that Smart Client software is installed on the computer. 2.- If not try running Software Update Tool from the windows menu of user´s computer. 3.- If Smart Client is still not installed push the software through Marimba Tool MAKE SURE THAT IT IS THE VERSION CANON UNIFLOW ONLINE 2022.4. 4.- Confirm in the control panel if the Uniflow Queue is visible. 5. If you have this error message after installation when you try to open Smart Client application you need to repair the app, please follow next steps. Gather IP address of user's computher, computer must be connected to the Air Liquide Network and has to be on during the installation.Open Marimba Online in Citrix - Google Chrome and login with Marimba credentials.Search for computer with IP address: select manual entry> type IP adress> username and password> manage channels. Search for g_01423_canon_uniflow-online-2022.4_ml_16 >right click> repair.User should receive a pop up to reboot his/her computer after repair, after the reboot, user should be able to open the app and login with Kite account. 6.- If the software was not successfully installed ask user to submit the request for its installation though myITcorner(NEVER TRY MANUAL INSTALLATION) 7. - If the app is already installed and configured but not printing, try to open it from the System Tray in the bottom right corner of the screen, then click on Re-Register and Reset Location. 8. - If nothing else works and you would like to send the ticket to the MPS team, please gather the Diagnostic File from the Uniflow SmartClient: Double click on the icon in the task barClick on Diagnostic buttonAttach the zip file to the ticket Additional Troubleshooting: Please add below troubleshooting step to re-install the printer. To uninstall, use this steps 1) open CMD as admin2) run - cd C:\Program Files (x86)\BMC Software\BBCA\Tuner3) run - runchannel.exe -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01423_canon_uniflow-online-2022.4_ml_16 -remove To install, use this 1) open CMD as admin2) run - cd C:\Program Files (x86)\BMC Software\BBCA\Tuner3) run - runchannel.exe -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01423_canon_uniflow-online-2022.4_ml_16 -install LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Category: Devices Subcategory: Printers Assignment group (if not L1): GIO-EUS-GOPS-CWS-MPS-L3 Resolution Notes: User is able to print after the installation of Uniflow Smart Client Software TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: EU ENTITY: BIS EUROPE SYMPTOMS: User is calling to report functional issue regarding in SAP CHORUS RPA / CPA. STEPS: User must be redirected to the LCC. The list of LCC`s are: Spain and Portugal - Adolfo GARZAALONSO Italy - Bruno Creston and Federico Pagano Belgium - Florence Laloyaux LOGGING CATEGORISATION: Business service: HCDIT-SAP Chorus Configuration item: SAP CHORUS AWS - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was redirected to contact the LCC. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
How to set up a Windows Hello PIN for Okta? In order to be able to use Windows Hello as an authentication method for Okta, you first need to set it up on your computer. This article will guide you through this quick configuration process. IMPORTANT : Once Windows Hello PIN is setup, you will be asked to enter this PIN code to open your Windows session and NOT your Windows password like before. Entering your Windows password instead of your Windows Hello PIN may result in a temporary block of your account. Please contact the Service Desk if you encounter this problem. Step 1 On your Windows device, click on Start. (Click this link to directly access the setup of Windows Hello on your computer) Step 2 Click on Settings. Step 3 Click on Accounts. Step 4 Select Sign-in options. Step 5 Select Windows Hello PIN and click Add. Step 6 Enter your Windows password and click OK. Step 7 Set up your 8-character PIN code and click OK. Windows Hello is now set up on your PC. You can now proceed to its configuration for Okta. See the related article How do I use Windows Hello for Okta authentication? for details. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
BTS - Bar+ Team Members Assignment Showing as Duplicate
English
hezharjoyo.kaluny@as.corp.airliquide.com
17
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-08-20 6:00:25
4
GIO Service Desk
NaN
#########
4.75
BAP - HUB - BAR+
NaN
NaN
NaN
4
2025-08-20 6:00:08
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported that they see the duplicated of entries of the Team Members Assignment in Bar+. POSSIBLE CAUSES: There are 2 Reps who is using the same Rep ID as default. STEPS: 1. Uncheck the Default Rep ID from the irrelevant user. Ensure to assign Default Rep ID to the user again. If the user does not have any Rep ID, then please assign Rep ID @@ (BAR_PLUS_REP) as the Default. LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
ahmad, airliquide, assignment, bar, bar+, binti, bts, com, corp, dayana, duplicate, english, hezharjoyo, kaluny@as, members, rawi-sc, showing, team assignment
NaN
KB0017871
No access to corporate applications / internet
English
hezharjoyo.kaluny@as.corp.airliquide.com
88
Zhi Da LOH
Uncategorized
Published
2025-09-29 14:48:06
5
GIO Service Desk
NaN
#########
2.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
20
2025-06-02 5:25:06
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: User has no access to both Internet and other AL applications. May encounter error messages like "No Internet", "This webpage is not available",and 'Unable to connect to the Internet", when trying to visit either "www.google.com" or "http://gideons.apps.airliquide.com". Note:Wide Area Network(WAN) link may not be available, thus affecting access to both internet and internal AL Applications. STEPS :1.Computer Network Connectivity Confirm that this is not an isolated issue. Meaning, all users on site are experiencing the same symptoms. (If isolated problem, start with "No connectivity via LAN cable" KB)Make sure that the end device is connected in the network either through wired or wireless connection (If no LAN connection, refer to "No connectivity via LAN cable" KB) 2.Internet and MPLS Link are down Test using Users end device and test both "www.google.com" and "http://gideons.apps.airliquide.com" in the browser.The return message should either be one of the following examples:However, if the result shows:refer to "INTERNET website cannot be accessed" KB. Action: Before logging a ticket, request the user to perform a trace and ping for troubleshooting reference. Trace command in command prompt Syntax: tracert x where x is the website or ip address they wish to access Sample trace using URLas the destination (remove https:// and other extensions) using IP address as the destination. Ping command in command prompt Syntax:ping x where x is the website or ip address they wish to access using URLas the destination (remove https:// and other extensions) using IP address as the destination Please include these information to the ticket before assign the ticket to support team: How many users are affected?Can user/s connect to the LAN network successfully?Can user/s access internet?Can user/s access internal websites/applications?Attach ping and trace result for both internet and intranet destinations. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: GIO-NET-Site Connectivity Configuration item: (if applicable) Category: Network Subcategory: No Internet / Intranet Access Assignment group: GIO-NW-APAC-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-NW-APAC-L3
access, airliquide, application, applications, com, corp, corporate, da, english, hezharjoyo, internet, kaluny@as, loh, no, no corporate application access, software, zhi
NaN
KB0050727
CHINA - Material Code
English
hezharjoyo.kaluny@as.corp.airliquide.com
172
Jack Keong WONG-SC
Uncategorized
Published
2025-09-29 14:36:09
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - AODOC
NaN
NaN
NaN
76
2025-08-12 5:02:21
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION:CHINA ENTITY:BIS APAC SYMPTOMS: -Issue regarding to Material Code/ E-code system -request apply account for Material Code/ E-code system STEPS: Take a screenshot from the user and attach it to the ticket For request apply Material Code/ E-code system account or relevant issue -SD can help user create a ticket and assign to BAP-HUB-AODOC-L2, SD need chat Anil AGARWAL via Google CHAT for user requested (provide user name and ticket number) LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Configuration item: eApplication - PROD Category: Application Subcategory: Bug Assignment group (if not L1): BAP-HUB-AODOC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:APAC ENTITY:BIS APAC _ SYMPTOMS: Users are not able to query in AWS Athena via CITRIX.Users cannot access Airflow offer of UDP.Dev environment AW credentials is not working.Users are requesting for access related to Datalake. BEFORE YOU START: A data lake is a centralized repository that allows you to store all your structured and unstructured data at any scale.Common Technologies Used: AWS S3, AWS Athena, Azure Data Lake Storage, Google Cloud StorageKey Terms: AWS Db : dev_gold_gideons_prospection_apac, AWS table : dev_gold_core_contract, ap-p-e0-bap-apdp-prd, IaaS_SG_AWS-AP-DL-DATALAKE-INFRA-OPERATOR STEPS: Once the user confirms that the issue or request is related to Datalake, and a screenshot has been obtained, please assign the ticket to GDO-DATALAKE-SUPPORT-L4. Ticket reference: INC1792037 LOGGING CATEGORISATION: Business service: GIO-CS-EUR-PaaS Virtualizationn Configuration item: Citrix Workspace - PROD Category: Cloud Infrastructure Subcategory: Availability Assignment group if not L1: GDO-DATALAKE-SUPPORT-L4 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GDO-DATALAKE-SUPPORT-L4
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User needs a Servitrax account. STEPS: It needs to be requested via My IT Corner. End User Catalog> IT> Applications > Business Application > SERVITRAX - installation and End User account creation LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - My It Corner - Request Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Situation: Assistance using MyITcorner portal [Incident] Resolution Notes: User was guided to open the request on MyITCorner. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: L1 Helpdesk agent is trying to connect/remote to the user's PC, but when the agent writes the ADM credentials, the agent receives the error message: "Access denied. STEPS: -1. Ask to restart the PC. If KO please follow step 0. 0. Ping the computer name or ping the IP address If ping does not respond, ask user to check the cables and reboot the PC If ping responds, but still not able to remote, check the following: 1. Try to restart VNC in Services a) On your computer via citrix connection please open CMD as another user and from there please insert the command compmgmt.msc This will give you b) From which you can restart services. c) Click on "Action" > "Connect to another computer .." d) Write the name of the computer in the "Another computer" field and click on "OK" e) Click on "Services and Applications" f) Click on "Services" g) Search for "VNC Server Version" and click on "Restart" 2. Check in BBCA tool if VNC is correctly installed If it is not installed, install g_00823_realvnc_server-6.1.0_en_30 from BBCA online If it is installed, consult with L2. Note: if the computer is not managed by GIO, we cannot connect by VNC. 3. Go to Active Directory the check whether the pc is in the ToBeDeleted folder. After one month inactivity, the computers are automatically moved into that folder. Please kindly note that the PC cannot be in the OU xx.corp.airliquide.com/computers. Please ask L2 assistance to put the computer back either into the Laptops or Desktops folder (depending on the type of device) and after you will be able to remote the given computer via VNC. If KO, please ask the user to run gpupdate /force and try again. Note: if the computer is not managed by GIO, we cannot connect by VNC. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Functional / Technical Issue Resolution Notes: User will assist to check the computer in Active Directory by following the above steps TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
TCS Cloud Services - MS SQL issues for systems in TCS Cloud and AWS
English
hezharjoyo.kaluny@as.corp.airliquide.com
45
Bob MOORE-SC
Uncategorized
Published
2025-02-24 7:46:49
4
GIO Service Desk
NaN
#########
NaN
GIO-CS-AMER-DB SQL Management
NaN
NaN
NaN
7
2025-02-24 7:46:32
#########
NaN
GIO-CS-AMER-SQLDB-L2
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article describes how to proceed if an end-user needs support for the installation, management and access to the SQL databases in Ashburn and AWS Data Centers. BEFORE YOU START: Other KBs STEPS: If an end-user needs support for the installation, management and access to the SQL databases in Ashburn and AWS Data Centers, create a ticket based on the below categorization and send it to the indicated Assignment Group. LOGGING CATEGORISATION: Business service: GIO-CS-AMER-DB SQL Management Situation: Bug/Defect [Incident] Assignment group: GIO-CS-AMER-SQLDB-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
access, airliquide, amer, app, application, aws, bob, center, cloud, com, command, corp, cs, database, db, english, gio, hezharjoyo, issues, kaluny@as, moore-sc, ms, request, security, server, services, software, sql, sqldb, support, svcs, systems, tcs, tcs cloud server svcs support app application command center amer gio cs amer security database db sql sqldb tcs cloud services cloud support server access issues request
NaN
KB0026368
CMS - How to convert an external customer into internal customer
English
hezharjoyo.kaluny@as.corp.airliquide.com
7
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-25 4:09:22
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
0
2025-08-25 4:08:36
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: How to convert an external customer into internal customer in CMS STEPS : 1. Navigate to "Maintenance" > Modify Customer Class 2. Enter the Account No and select "Customer Class" 4. Click Save. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability Assignment group (if not L1): L1.5 ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to download invoice in myGas. POSSIBLE CAUSES: Operations/Data issue. STEPS: Follow the steps below to find the invoice details in myGAS: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Invoices to see the invoice details. 5. Click View to see the respective invoice details. The View Invoice Details dialog box appears. 6. Click the Download Invoice button on top right for downloading the invoice. Note: Make sure invoice is available in EDS. Make sure invoice scheduler is not expired in CSS. Use the following query to check the invoice download option: select * from eds.document where doc_type=20 and country_id='#COUNTRY_ID#' and doc_no='#INVOICE_NO#' LOGGING CATEGORISATION: Business service: BAP - HUB - myGas Configuration item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User reported while creating the project they are unable to add project manager at the key members for the project POSSIBLE CAUSES: 1) The project manager user is not an active Oracle based on CARM's record2) The project manager user has no employment record in Oracle3) The project manager user has no position/job details in Oracle Employee setting. BEFORE YOU START: 1) Check at CARM that the project manager user has an active account in Oracle2) Check that the project manager has an active employment record You may also check using the following query:SELECT * FROM APPS.FND_USER WHERE lower(EMAIL_ADDRESS) LIKE '%XXXXX@airliquide.com%' SELECT DISTINCTAPAP.PERSON_ID,APAP.BUSINESS_GROUP_ID,AHOU.NAME,APAP.CURRENT_EMPLOYEE_FLAG,APAP.EMPLOYEE_NUMBER,APAP.EMAIL_ADDRESS,APAP.FULL_NAMEFROM APPS.PER_ALL_PEOPLE_F APAP,APPS.HR_OPERATING_UNITS AHOUWHERE 1=1AND APAP.BUSINESS_GROUP_ID=AHOU.BUSINESS_GROUP_ID AND LOWER(APAP.EMAIL_ADDRESS)LIKE ('%XXXXX@airliquide.com%') STEPS: 1) Ensure the project manager user is active Oracle user and has an active employment record.2) Check if the position/job details is already assigned at the employee assignment screen LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: ORACLE - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
How to check Orders were converted to PTV tables in GIDEONS and yet NOT received in PTV?
English
hezharjoyo.kaluny@as.corp.airliquide.com
6
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 10:33:53
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
0
2025-08-08 10:33:19
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to check Orders were converted to PTV tables in GIDEONS and yet NOT received in PTV? STEPS: Run the following scripts Australia (ALA) GIDEONS Production Database: DECLARE @dateChosen dateTime; SELECT @dateChosen = '2019-07-22' --Check all Orders converted to PTV tables in GIDEONS and NOT received in PTV: --select 'GID to PTV in PTV Server - Fail' As Interface_Type, imph.IMPH_REFERENCE, * select distinct 'GID to PTV - Fail' As PTV_Server , LEFT(IMPH.IMPH_EXTID, 6) DOC_NO , L.LOCATION_ID, L.STATE_ID, DH.DEL_DATE, DH.CREATED_DATE, DH.CONSIGN_NO from ptv.IMPH_IMPORT_HEADER imph (NOLOCK) LEFT join PTV.Smartour_TransferDB_DBO_IMPH_IMPORT_HEADER imph2 (NOLOCK) on imph.IMPH_REFERENCE = imph2.IMPH_REFERENCE INNER JOIN PTV.DO_HEADER DH (NOLOCK) ON DH.DOC_NO = LEFT(IMPH.IMPH_EXTID, 6) INNER JOIN PTV.LOCATION L (NOLOCK) ON L.LOCATION_ID = DH.LOCATION_ID where convert(datetime, imph.IMPH_CREATION_TIME) > @dateChosen and imph2.IMPH_REFERENCE is NULL LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability [Incident] Assignment group (if not L1):BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user can not login to the windows session using the Windows Hello Pin Code Error message : The password has been changed in another device, please log in with the new password BEFORE YOU START: Users must always be connected to the Air Liquide network (LAN, Wi-Fi or VPN) in order to perform a password sync, otherwise: Password reset will not replicateAccount will get lockCan cause computer to get out of domain STEPS: 1. Ask the user to click on ''Sign in option'', it is just bellow the Confidential Code field 2. Ask the user to click on the KEY icon 3.The user should type his Windows Password that he recently created via CARM LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Category: Devices Subcategory: Operating System Configuration item: OKTA - PROD TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, account, active, ad, airliquide, can, carm, com, computer, corp, directory, english, gasmi, generator, hardware, hezharjoyo, how, incorrect, issues, kaluny@as, lock, locked, log, mehdi, name, network, not, nt, password, pc, pw, reset, reseted, software, sso, sync, unlock, unlocked, username, wifi, windows, windows nt network account username password reset windows password reset cannot log in to the pc computer the user name username or password pw is incorrect password generator windows account can not access windows password reset ad active directory password reset account lock locked unlock unlocked password reset reseted a d ad carm sso issue issues windows account - how to reset windows password in ad
NaN
KB0019409
Loop - How to find my route
English
hezharjoyo.kaluny@as.corp.airliquide.com
9
Arnaud HENRI-SC
Uncategorized
Published
2025-07-29 19:49:57
8
myITcorner
NaN
#########
5.00
GIO - LOOP
NaN
NaN
NaN
0
2025-01-10 8:14:55
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
You can use the route feature when clicking on a desk or a meeting room to locate your destination easily. A step-by-step will appear to guide you throughout the floor.
WINDOWS - System time is sped up, clock ticking too fast
English
hezharjoyo.kaluny@as.corp.airliquide.com
21
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:34:31
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
26
2025-04-01 6:06:01
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user experiences that the time in the system is ticking faster than it should be. The clock is displaying the seconds passing with 3x speed, this makes the time always incorrect. It can turn on the screen saver within minutes of idle time. POSSIBLE CAUSES: Windows time service is corrupt. STEPS: 1.open CMD with admin.2.enter the following commands one by one in this order: net stop w32timew32tm /unregisterw32tm /registernet start w32timew32tm /resync 3.restart the PC. The clock will be back to normal. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Situation: OS - PC clock issue [Incident] Resolution Notes: Windows system clock is running correctly. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
10, airliquide, clock, cmd, com, corp, english, fast, gerhards, hezharjoyo, kaluny@as, maik, service, software, sped, system, ticking, time, time service, time zone, too, too fast, up, windows, windows 10, zone
NaN
KB0017973
eApps - Unable to search invoice in myGas
English
hezharjoyo.kaluny@as.corp.airliquide.com
20
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:30:58
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
9
2025-05-28 5:43:59
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to search invoice in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: Follow the steps below to view the invoice details: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Invoices to see the invoice details. 5. Click View to see the respective invoice details. Note: Invoices that are dated in the last 12 months are visible. Use the following query to check the invoices SELECT * FROM CP.INVOICE_HEADER WHERE GOVN_INV_REF='#GOVN_INV_REF#' AND DATE_PRINTED
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Oracle Payable period closing issue. Example: INC0784532, INC0801379 STEPS: As per Oracle Payable closing process. Run Invoice Validation 1st.Then check any incomplete payment you need to complete.Then Run Create accounting- Final posted to GL.Then you need to check if any unaccounted transactions are still there in Payable.After that you can run Subledger Period close exception (This is the last step). LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-APP-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
BTS Canon Printer - Scan and Send function Missing
English
hezharjoyo.kaluny@as.corp.airliquide.com
250
J'Rose MATUTINA-SC
Printing / Devices
Published
2025-09-29 13:49:14
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
133
2025-06-17 5:07:37
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: User reported that scan and send is missing on the printer menu STEPS: 1. Get the Printer's IP Address and/or Serial Number 2. Log an Incident ticket, so they can push the function back to the printer. LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Configuration item: UNIFLOW ONLINE - PROD Category: Devices Subcategory: Printers Assignment group (if not L1): GIO-EUS-GOPS-CWS-MPS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Trip End Upload Fail. STEPS: 1. Check if the device has mobile connection. 2. If there is a connection, check if the OBC server is up and running. 3. If OBC server is up and running check the OBC log and look for error code. 4. Share the error code with support and report for investigation. POSSIBLE CAUSES: 1. Mobile data may not be connected. 2. Server may not be running. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident TEAM: BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC Short description: Oracle Interface error from ServiceNow (APAC) [L1.5 Scope] SYMPTOMS: Error: Oracle interface error:280.2-CUX: Failed to Derive Employee Supplier info for Employee: Oracle Interface error from ServiceNow (APAC) [L1.5 Scope] POSSIBLE CAUSES: In Oracle employee, the users email field blank. BEFORE YOU START: Require access to Oracle > User Maintenance > Users and Oracle > User Maintenance > Employee STEPS: 1. From the given email, check users Oracle employee and shows email address is blank. 2. Update email address and save: 3. Check the Supplier employee status in Oracle Payables > Suppliers: 4. Advise user to re-interface and close the ticket once the interface successful. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug Assignment group: GIO-EUS-SD-APAC-APP-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, com, corp, derive, employee, english, failed, failed to derive employee supplier info for employee, hezharjoyo, info, interface, julia, kaluny@as, oracle, ramlan-sc, servicenow, supplier
NaN
KB0018256
eApps - Customer is not available
English
hezharjoyo.kaluny@as.corp.airliquide.com
8
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:31:03
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS
NaN
NaN
NaN
1
2025-06-17 6:00:50
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Customer not able to search. POSSIBLE CAUSES: Customer not available in agent customer table. STEPS: 1. Check Customer in dbo.AGENT_CUSTOMER table. SELECT * FROM dbo.AGENT_CUSTOMER WHERE AGENT_NO = #AGENT_NO# AND CUST_NO = CUST_NO 2. Check in Customer in dbo.AGENT_CUSTOMER Staging DB table. SELECT * FROM STAGING.dbo.AGENT_CUSTOMER WHERE AGENT_NO = #AGENT_NO# AND CUST_NO = CUST_NO 3. Check the EOD Job JOB_STAGING_TO_ALNET_ALA last execution time. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Configuration item: eApplication - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, alnet, available, com, corp, customer, customer is not available in alnet, deepak, eapps, english, hasani-sc, hezharjoyo, kaluny@as, not
NaN
KB0044458
Appstream: User Guide
English
hezharjoyo.kaluny@as.corp.airliquide.com
359
Gunalan BALAN-SC
Uncategorized
Published
2025-09-29 14:34:53
5
GIO Service Desk
NaN
#########
3.14
GIO - EUS - AppStream
NaN
NaN
NaN
555
2025-08-25 4:40:27
#########
NaN
GIO-EUS-APAC-L3
COUNTRY/REGION: APAC ENTITY: BIS APAC What is Appstream? Appstream is an application virtualization service that provides a fully managed application streaming to users presented thru a web browser with Okta verify (1 Time Pass until 15th November, 2022) authentication requirement. It can be accessible via personal laptop. Table of Contents How to Login and Access Application in AppstreamPerformance IssueInside Appstream EnvironmentHow to print in AppstreamHow to access files in AppstreamHow to Transfer files to your Temporary Files folder Password reset Common Issues: User need assistance to submit access request.User is unable to access the application.User screen is showing 'Connecting' / freezeUser is receiving error code 1787, 1907, etc.. Reminder: Please make sure to check the below details >Windows Password - if its expired or not >Okta verify - is the user is getting error when authenticating? >What's the link that they are accessing , because some user will say Dynamics Great Plains but they are actually accessing Appstream BEFORE YOU START: Make sure the user is accessing the correct link and has access to it. Site Image/Stack Name Australia HC Appstream Australia Indonesia Appstream Indonesia New Zealand (AU NZ) Appstream NewZealand Malaysia Appstream Malaysia Philippines Appstream Philippines Singapore Appstream Singapore Developer Appstream 144970827735 STEPS: 1. How to Login and Access Application in Appstream Appstream can be access from both Airliquide network and internet. To access it from the internet you need to have an Okta account and it will be using Okta authentication to login. Go to your Okta dashboard and your Appstream icon will be present if you are having the access Or, you can use below URL to access Appstream directly Site Image/Stack Name Australia HC Appstream Australia Indonesia Appstream Indonesia New Zealand (AU NZ) Appstream NewZealand Malaysia Appstream Malaysia Philippines Appstream Philippines Singapore Appstream Singapore Developer Appstream 144970827735 If you are connected to Airliquide network, skip this step and proceed to Step 5. Otherwise, you will be prompted for OKTA authentication (multipass authentication until 15th of November. Key-in your email address and click OK.) An authentication request will be sent to your registered mobile device for you to accept this connection or key-in your PIN and tap ACCEPT. Select the role and click Sign in. If you have access to more than one role or account, select the correct role or account you want to access from the list and sign in. If you cannot sign-in, contact helpdesk for assistance. You might not have been given access to Appstream. Be sure to sign in within 2 minutes after the page is loaded, otherwise you need to relaunch the session from the link again.Once signed in you will see the streamed desktop applications. Open the application you need to access by double clicking the below icon. Appstream will prepare your streaming application which takes at least 2 minutes depending on the network condition.Make sure that user is accessing the below link for Appstream screen. Authenticate using the Okta verify, if user has access to the application it should authenticate immediately with Okta verify. Click Allow when prompted. This enables you to copy and paste text and image outside of Appstream environment to Appstream environment. Now you can use your application. 2. Performance Issue (Connecting/Freeze) Usually will caused the screen to be blank/black or user is unable to click anything on the screenCheck the resource of the streamed instance by clicking the function (Fn) icon and press the Ctrl, ...
airliquide, appstream, balan-sc, com, corp, english, guide, gunalan, hezharjoyo, how, how to, kaluny@as, user guide
NaN
KB0018543
Windows - Modify Hosts File
English
hezharjoyo.kaluny@as.corp.airliquide.com
27
Maik GERHARDS
Windows - Storage / Performance
Published
2025-08-04 8:07:28
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
12
2025-08-04 8:06:48
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: A user is requesting to modify the hosts file How to add an entry to the hosts file POSSIBLE CAUSES: A program needs an entry to be added in order to work, e.g. Oracle or PI Process Book / PI Data Link BEFORE YOU START: The user must have the information he needs to add to the hosts file and a justification for why he needs to do so STEPS: 1. Navigate to C:\Windows\System32\drivers\etc\ 2. Copy the hosts file to the Downloads folder 3. Open with Notepad to dit 4. Add the information to the file in a new line, starting with the IP address 5. Save the file 6. Copy the file to the original folder C:\Windows\System32\drivers\etc\ And select to replace it 7. Use admin rights when requested for making the change LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to change host files TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY:Canada ENTITY:Alizent SYMPTOMS: This article describes how to proceed if Alizent End Users are reporting that their KEOPS password has expired. BEFORE YOU START: Alizent End User must be connected to the Alizent (Air Liquide) network or IVANTI VPN. Accounts will automatically unlock after 3 minutes. Ask the user wait for that time before trying again, if they just mistyped their password . In case the user has KEOPS forgotten their password, check: Alizent Account Management in KEOPS Domain (Global) STEPS: Option 1: connecting to a remote server. If the End User is connected the Alizent network, ask them to connect with the remote desktop to ts.keops.com with keops credential: Keops\firstname.lastname or firstname.lastname@keops.com Make sure End User is using a KEOPS account. If password is expired they will have to reset it. Option 2: using Password Reset Utility Click on the link that the user received in an Expiry Notice email or provide the link to the End User. Click on Advanced, when you get to the Google Chrome "Your connection is not private" Click on Proceed to tsg.keops.com Domain\user name: KEOPS\Firstname.Lastname Once password is reset, make sure End User follow the Drive Mapping procedure, or they will not be able to use their drives getting an "access denied" error locking account once again. Drive Mapping Procedure Disconnect each drive drive individually Run Script in C:\Alizent\Script can be located at on Google Drive at: Alizent Montreal > IT > Alizent-Login-ScriptOr you can ask Second Level to provide scriptHave the user enter his KEOPS credentials LOGGING CATEGORISATION: Business service: ALZ - Legacy Infra Asset - Generic Configuration item: KEOPS - Legacy Finance - Alizent - PROD Situation: Password/Access Management [Ad Hoc Request] Resolution Notes: Assisted user with KEOPS password issue. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: In accordance with provisions of delegation of Authority, a user/approver in EPIC can delegate his/her responsibilities for requisition approval and receiving responsibilities on a temporary basis to another active user on EPIC Key criteria to keep in mind when delegating authority : 1. The delegated authority should be the direct report of the user 2. The delegated authority should be a higher level manager / project manager 3. The delegated authority should be a peer with the same approval authority and limit Example's 1. Approvals of PRs / PO Changes?Which means delegator can approve the existing PRs/POs/invoices needed to change or new raise PR/PO in delegate period. 2. Receiving and Invoice Requester Access? Person B cant view or edit/AOR person As historical PRs/PRs in the delegation period. 3. A PR/PO only can be edited (any actions) by person A (person whos the requester of this PR/PO) which means no second one can edit. Watcher and the person who has been commented with attention can only view the PR/PO. POSSIBLE CAUSES: Delegate approval/Receiving. STEPS: Step 1: Url: https://airliquide.service-now.com/myitcorner?id=al_index Step3: myIT corner> Catalog >EPIC Step: 4 1. Once the request is completed, it will be routed for your line manager's approval 2. Once approved. The ticket will flow to the Service Desk assignment validation 3. It will then be assigned to the EPIC system Admin for action After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
COUNTRY: Canada ENTITY:AME Vitalaire SYMPTOMS: The following article explains the steps for installing standalone Canon and RICOH printers for Vitalaire Canada users. BEFORE YOU START: For Canada CA-ALC please see list here and install through control panel https://docs.google.com/spreadsheets/d/1U3NyPB_tTicXf-_QCaBrm6Dfso1ecSFxkQSl9h6MV0o/edit#gid=0 Remoted into the Vitalaire environment so that you may be able to remote to the user's computer Canon Image Runner ADV400 models are not migrated to Uniflow because they are not compliant and will be replaced eventually. STEPS: Open the following driver in the user's computer \\am-va-printers Ask the user for the printer name, if unable to provide see list here and locate printer upon user's location For Canon see Canon TABFor RICOH see Konica TAB at the bottom of the page https://docs.google.com/spreadsheets/d/1OlyL6SDyYejaEn-Lm5ECZXyS230iNHdwqMwIj1qH4q8/edit#gid=1637668212 Once printer name is obtained, locate it on \\am-va-printers from the user's computer Click on connect and the drivers will be install on the user's computer Test the printer close ADHOC If unable to install, document every step taken, gather the following information, create an ADHOC and sent it over to FS team Printer name (if ip was provided you can run an nslookup in the AL environment for the printer name)Printer IP address (if printer name was provided you can run an nslookup in the AL environment for the ip address)Printer Make and ModelComputer name & IP addressUser's actual location (should had been verified at the beginning of the call)Documentation of where was driver downloaded from and actual driver name installedCorrespondent ticket documentation, what was done, what was attempted LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user or in case reassignment is needed: Business service: For AME: GIO - EUS - Local Support - AME Configuration item: Hostname of user's PC Category: Devices Subcategory: Printers Assignment group (if not L1): GIO-EUS-FS-CANADA-L2 Resolution Notes: Assisted with local printer configuration.
Windows Hello - set up fingerprint as authentication method
English
hezharjoyo.kaluny@as.corp.airliquide.com
220
Matthew WIDELL
Windows - Storage / Performance
Published
2025-09-03 5:05:33
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
97
2025-09-03 5:03:26
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user wants to set up fingerprint as authentication method for logging in to Windows STEPS: 1. On the user's PC, click on the Start menu and open Settings.2. Go to Accounts.3. Select Sign-in options.4. Select Windows Hello Fingerprint. 5. The computer will ask to scan the users fingerprint, which takes place in several steps. Guide the user to scan his/her finger with the app, until Windows Hello accepts it. 6. After setting up the fingerprint, the system will ask to set up the Windows Hello PIN as well. Please follow KB0027490 to set it up. 7. After the setup is complete, lock the users screen. Windows should now ask for the fingerprint as login method instead of a password or PIN. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows AssistanceFor which topic: Windows Feature -o-Resolution Notes for Cattask: Submitted request via Windows Assistance MMS Catalogue In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Device Subcategory: Operating System Resolution notes: Assisted user with setting up fingerprint ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user is requesting for any related data update to BLAC STEPS: Please guide the user to submit request via myIT corner: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=116588e9dbdd9050d07cf90532961945&sysparm_category=99406f8a4fcf3e40eaa6ab6ba110c778 Please do not assign to L1.5Once user is guided, close the ticket LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Availability Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1 LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Situation: How-To/Question [Ad Hoc Request] Resolution Notes: Service Desk will assist user to submit request via myIT corner TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:SPAIN ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User cannot access the application tuOtempO due to "wrong password" error message. POSSIBLE CAUSES: User is inserting the wrong password and/or needs to change the password. BEFORE YOU START: tuOtempO is a medical management online software. User should have been able to access the tuOtempO platform before. In case the user has no TuoTempo account , please refer to KB0018648 STEPS: 1 - Ask user to access the tuOtempO website. Link. 2 - Guide user to click on "forgotten your password" on tuOtempO webpage. 3 - Ask user to insert the email or mobile phone number and click on "Request" 4 - User will receive the new password on the email or on the mobile phone number inserted. If user does not receive any email to reset the password, please follow KB0044206. LOGGING CATEGORISATION: Business service: BHC - Other applications Configuration item: Hostname Category: Application Subcategory: Access / Rights Resolution Notes: User could access tuOtempO. TICKET TYPE: Inc ARTICLE TYPE: FCR TEAM: L1
Citrix Workspace / Application Launcher Issue for VAJ BP Users
English
hezharjoyo.kaluny@as.corp.airliquide.com
6
NaN
Windows - Storage / Performance
Published
2025-05-06 6:07:44
4
GIO Service Desk
NaN
#########
NaN
GIO-CS-EUR-PaaS Virtualization
NaN
NaN
NaN
0
2025-05-06 6:07:31
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: VAJ BP users having issue to connect citrix workspace. STEPS: 1. From PC setting -> Installed apps ???????? , Uninstall Pulse Application Launcher. 2. From file explorer, ?C:\Users\username\AppData\Roaming?or ?C:\Users\username.{user PC hostname}\AppData\Roaming?, delete folder name [Pulse Secure]. 3. Login Citrix via BP portal, from application list click any application. 4. Click [download] button, download ?PulseSecureAppLauncher.msi? 5. After that, click again any application from citrix. 6. When there are pop up showing, click All time ???? 7. Wait until the application launch.If below error showing when trying to login to Citrix via BP portal, follow below steps. 1. Go to citrix application's advanced preferences. (right click citrix workspace icon) 2. Click on Reset Citrix Workspace. *When performing this, user's citrix environment ( Document, download folder's files) will be reset to default state, please inform user before performing it. 3. After reset, please try if citrix login page will show correctly. Below document shared by JP OSS. https://docs.google.com/document/d/1wL_RmV3uB5Hp7ydAjW7mClAz24YqAREJrZpdOXXC15Y/edit?tab=t.0 LOGGING CATEGORISATION: Business service: GIO-CS-EUR-PaaS Virtualization Configuration item: CITRIX - PROD Category: Application Subcategory: Bug/Defect Resolution Notes: Assists user to reinstall pulse launcher and reset citrix workspace. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User can not print from SAP systems eg. invoices, delivery notes, but he/she can print from Windows eg. Word files. BEFORE YOU START: If the printer is not yet present in the system (i.e. a new printer, no one has even been able to print from SAP with this specific printer), please follow KB0011978. STEPS: If it was working before either for the user or for his/her colleagues, the spool of the SAP Printer must be restarted by the GIO-CS-SD-SAP APPS-L2 team. 1. Make sure the printer does work if you try to print from Windows. You can test it by printing out a page in MS Word. Make sure you mention the name of the printer and the name of the SAP Application in the ticket. Also mention these in the ticket: HINT: If the team restarted the spooler and the issue still persists, check the website of the printer. Make a nslookup with the name of the printer (eg 'nslookup CHRUPP-LJ02') to get the IP address and type in the IP address into the URL field of Internet Explorer. Check the settings of the paper types and sizes with the help of the user. If the settings are not correct, the printer might does not work. How to get the Spool file number: Run SAP transaction SP01, enter the date range of when the spool was created, click on the execute (F8) button. You will see similar screen to this: Select the spool desired, then click on the eyeglasses icon, Display Contents (F6). From this screen above, follow the menu highlighted about to save the spool as a local file. 2. If the printer is not yet present in the system (i.e. no one can print from SAP with this specific printer), the user has to raise the request "Add a Printer to SAP applications" as per KB0011978. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: GIO - EUS - MPS Configuration item: Name of the affected printer Category: Application Subcategory: Printing issue Assignment group (if not L1): GIO-CS-SD-SAP APPS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-CS-SD-SAP APPS-L2
Uniflow - Error "Job is too large to be sent" appeared when trying to print with uniflow
English
hezharjoyo.kaluny@as.corp.airliquide.com
232
Muhammad Faiz BIN AZIZOL-SC
Printing / Devices
Published
2025-08-12 4:45:20
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
106
2025-08-12 4:45:09
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: User select Uniflow Online on print setup page but error "Job is too large to be sent" appeared with a Yellow background. POSSIBLE CAUSES: Bug/Defect on Uniflow client in user's PC BEFORE YOU START: Usually user is in the office. Make sure user connected to AL network. STEPS: 1. Check Zscaler status. Make sure the status is "ON"2. Check uniflow connection status. Make sure the status is "Connected". If not, try to "Re-register" or "Reset Location". If failed, proceed to next step3. Right click on Uniflow icon > Exit4. Run momsmartclnt.exe from below folderC:\Program Files\uniFLOW SmartClient5. Check uniflow status againIf the issue is still persist, please follow below steps: 1. Follow KB0019100 for initial troubleshooting. If issue persist , please proceed with uninstall/reinstall of uniflow below. 2. Remote to user PC and check whether "Canon Uniflow smartclient 2022.4" exist in C:\_INSTALL" folder. If user do not have the installation folder, you need to install via Marimba system. 3. If user have the installation folder, run CMD as admin and run UNINSTALL command below. PC will automatically restart after you run the command (install and uninstall) so please inform user to save work documents first. cd C:\Program Files (x86)\BMC Software\BBCA\Tuner *) If an error occurs with the message 'cannot find the path specified', please run the following command instead and continue with the next step to remove. cd C:\Program Files (x86)\Tuner runchannel.exe -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01423_canon_uniflow-online-2022.4_ml_16 -remove 4. Remote to user PC again after reboot and run INSTALL commands below. cd C:\Program Files (x86)\BMC Software\BBCA\Tuner *) If an error occurs with the message 'cannot find the path specified', please run the following command instead and continue with the next step to install. cd C:\Program Files (x86)\Tuner runchannel.exe -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01423_canon_uniflow-online-2022.4_ml_16 -install 5. Check printer list. Uniflow Online should be in the printer list 6. Go to this folder C:\Program Files\uniFLOW SmartClient and run momsmartclnt.exe LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - MPS Printer - Configuration/Issue Business service: GIO - EUS - MPS Category: Devices Subcategory: Printers CI configuration: UNIFLOW ONLINE - PROD Assignment group (if not L1): GIO-EUS-GOPS-CWS-MPS-L3 Resolution Notes: Reinstalled Uniflow TICKET TYPE: Incident ARTICLE TYPE: FCR; Assignment TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User reports that he/she cannot validate any multi factor authentication (MFA) among: - Okta Verify on desktop (Windows & MacOS), - Okta Verify on mobile (Android & iOS), - Windows Hello, Apple Touch ID, Security keys - Yubikey POSSIBLE CAUSES: Because it is/was either: - stolen - malfunctioning - lost - compromised STEPS: The authenticators must be reset. You can select one or more authenticators to reset. If the user is already connected to some sessions in OKTA, you can also click on Clear user sessions that will revoke the mobile tokens and log the user out of their OKTA session. After this, please guide the user to add their device back if required to OKTA as per:KB0055449 - BTS OKTA - set up Okta Verify on mobile phoneKB0027826 - OKTA - How to set up Okta Verify on an additional mobile deviceKB0028519 - OKTA - How to enable biometrics for Okta authenticationKB0028488 - OKTA - activate Okta Verify on PCKB0048652 - OKTA - setting up Yubikey for new joinerKB0048659 - OKTA - setting up Yubikey for user who already has OKTAKB0048663 - OKTA - IT sets up Yubikey on behalf of the user LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / AssistanceResolution Notes: Assisted user with resetting their Okta authenticators for their Okta Verify account.
Oracle - Invoice from EPIC is suspended in Oracle with hold reason: CUX PO QTY ORD
English
hezharjoyo.kaluny@as.corp.airliquide.com
105
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-20 6:57:00
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
255
2025-08-20 6:56:19
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User reported that an invoice from EPIC is suspended in Oracle with hold reason: CUX PO QTY ORD but they didn't overbill the invoice. POSSIBLE CAUSES: The quantity received exceeds the quantity billed. System hold because of the assumption that you cannot receive more than you billed. However, user still allowed to manually release this hold which means if user feels that the PO variance is acceptable, they can proceed to validate and pay the invoice. STEPS: 1) Check if there's quantity mismatched in the PO Line Qty and Invoice Qty. You can check at Invoice Line or at PO Shipment Line. 2) Advise user to manually release this hold from invoice to proceed with validation. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: ORACLE - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with ScanServer STEPS: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - ERP SAP Category: Application Subcategory: Bug/Defect Assignment group: BHC-VADE-SAP TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
ZEBRA (MC67) scanner - SIM card configuration or connectivity issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
89
Lukasz KACZMARCZYK
Uncategorized
Published
2025-07-29 18:11:25
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
30
2025-07-03 6:12:44
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Poland ENTITY:PL-AL POLAND/PL-ALKAT SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to ask for assistance with SIM card configuration for a ZEBRA (MC67) scanner or there are problems with connectivity. STEPS: For old models Zebra (MC67): open an Incident ticket and assign it to PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Business service: BEU - Local printers Category: Device Subcategory: Printer Assignment group: PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Azure AD - Accessing Third Party Microsoft Environments (Sharepoint, Teams, Power BI)
English
hezharjoyo.kaluny@as.corp.airliquide.com
916
Jeremy GIBBONS
Uncategorized
Published
2025-08-25 4:29:57
4
GIO Service Desk
NaN
#########
4.00
ALZ - WW - Production Asset
NaN
NaN
NaN
284
2025-08-25 4:29:28
#########
NaN
GIO-CS-EUR-CLOUDAZURE-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: As we are in the holiday period in case the user request is blocked due to a missing validation in one of our tools: CARM or MMS because the manager or approver have forgotten to set up delegation. BEFORE YOU START: Important note: Air Liquide does not generally allow or support the use of Microsoft collaboration technologies such as Office 365, Sharepoint or Teams for internal use. The official Air Liquide platform to cover those needs is KITE. The following article applies only to users needing to access to third-party/customer Sharepoint or Teams environments. The use of Microsoft Teams or Sharepoint, does not require purchasing any Microsoft licenses. The user is supported by the third party's own licenses, which explicitly allow guest use. Teams functionality accessible to Guest Users is more limited than for standard users. In particular, a guest cannot host a meeting. If the Air Liquide user is expecting to host a meeting, he or she should use Google Meet for this purpose. This should not cause major issues as Google Meet no longer requires third party guests to have a Google account, and no longer requires plugins in modern browsers. If a third party such as a partner, customer or regulatory body wants you to connect to portal or other system based on Microsoft technologies, they may ask you to provide your Azure Active Directory (also known as Azure Identifier, Azure AD or AAD) login to setup your account in their system. In this case, do not provide the KITE email address as this will not work. STEPS: When requested for a Azure Identifier, Azure AD or AAD Provide the USER ID located in user information "i" from SNOW or in CARM user information, USER ID starts with firstname.lastname followed by @am.corp.airliquide.com (For Americas)@sa.corp.airliquide.com (For South America)@eu.corp.airliquide.com (For Europe)@as.corp.airliquide.com (For Asia-Pacific) Always verify USER ID in SNOW or Azure AD account access in CARM If user does not have Azure AD account, request in CARM as per below instructions 1. Create an Azure Active Directory Account in CARM If you do not already have an Azure Active Directory account, you may request one in CARM. you typically already have one if you have access to either PowerBI or Dynamics 365. Go to the "My Access" page and check if you already see a box for Business Applications. If you do, then simply click on the Business Application box. If you do not, select "Request New Access" and select Business Application in the window below. Choose "Azure Active Directory Account" in the new window: Provide a reason and submit. Your CARM request should be completed in a few minutes, but you may need to wait up to 45 minutes for your new Azure account to be fully usable. 2. Provide your Azure identifier to the third party You may now provide your Azure identifier to the third party. It is usually of the form firstname.lastname@xx.corp.airliquide.com, where xx is eu, as, am or sa depending on your region, however this may vary for various reasons, especially if you have a long name. To confirm your Azure identifier, go to https://myaccount.microsoft.com/ once your account has been created. For Teams specifically, your third-party contact must explicitly invite you as a guest into their Teams environment, per the guidance in the Microsoft documentation here. You may use the Teams web interface and you may need to select the third party user's organization at the upper right of the window, as shown below: You should now be able to participate in the Teams team discussions you have been invited to, collaborate on files, etc. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
@am, @as, @eu, @sa, aad, accessing, account, active, ad, airliquide, am, azure, azure ad active directory cloud based accessing third party microsoft environments sharepoint teams power bi shared point sharedpoint share point powerbi microsoft teams team microsoftteams power b i user id i d @am.corp.airliquide.com @eu.corp.airliquide.com @as.corp.airliquide.com @sa.corp.airliquide.com sa.corp.airliquide.com am.corp.airliquide.com eu.corp.airliquide.com as.corp.airliquide.com corporate id azure identifier identificator firstname.lastname firstname lastname first name last name azure ad aad account carm request, based, bi, carm, cloud, com, corp, corporate, directory, english, environments, eu, first, firstname, gibbons, hezharjoyo, id, identificator, identifier, jeremy, kaluny@as, last, lastname, microsoft, microsoftteams, name, party, point, power, powerbi, request, sa, share, shared, sharedpoint, sharepoint, software, teams, third
NaN
KB0052795
EPIC User Reassignment
English
hezharjoyo.kaluny@as.corp.airliquide.com
174
Thomas Marc Maurice FAVARO
Uncategorized
Published
2025-09-08 6:32:14
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
49
2025-09-08 6:31:50
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User Reassignments Almost similar to the Delegation function, users in EPIC can delegate their responsibilities for requisition approval and receiving responsibilities to another user on EPIC. Reference link: Delegate Approval/Receiving However, User Reassignment usually will be done after User A has left AL where the delegation will be on a permanent / long term basis. Hence this will allow new user A to receive and manage any outstanding issue from user B.Open Tasks include: Approvals in PRs/PO Changes/Invoices, Member in Approval Groups, Receiving Tasks, Content Groups. STEPS: How To Do a User Reassignment in EPIC: 1. From the EPIC Homepage Click your name dropdown. Navigate to Setup > User Reassignment. Check if user reassignment has been done. 2. Create User Reassignment in EPIC. Select From User A & To assign To User B based on the users indicated in the ticket. 3. Select changes to make - Choose necessary assignments 4. Click Apply to save changes. Important Note for EPIC users: 1. User Reassignment cannot be undone or edited. 2. Therefore please confirm with the requester especially if to proceed bulk reassignment of PR PO from User A to User B. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Data issue Assignment group (if not L1): L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: User request to grant access to share drive BEFORE YOU START: User need fill up the Form and get approval1 form is use by 1 userCheck the pdf file have user manager signature or not. STEPS: Login to Active Directory with admin credentialRight click the domain and choose FindFind username and double click it.Go to Member of tab, click Add Find for the ACL, ( It can find from here ) and key-in at the Group Sample: Path: \\as-cn-fs01\alch\ALCH_FIN - Region\BSC GL_LIGroup: DGLocal-CN-FIN-Region-Controllers Click on check name and press okAdvise user to restart the PC to get effective. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution notes: Service desk will add user to the AD membership. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Windows Account New account request for new Onboarding Transport Company Office User
English
hezharjoyo.kaluny@as.corp.airliquide.com
129
Muhdnursafwan SALEHUDIN-SC
Windows - Storage / Performance
Published
2025-08-25 3:49:01
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
22
2025-08-25 3:48:42
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Users need assistance to request for new onboarding transport company office user BEFORE YOU START: Be careful: This request is to onboard new users (Generic account) in common PCs, it has nothing to do with the OBC application account. STEPS: For Generic account/common shared user accounts, we are adopting this existing procedure. To facilitate this process, see the steps below. Step1: Please provide the following details so APAC ISO Daniel can validate it. Generic Account Email: xxx.xxx-ga@airliquide.comEntity Name:Department Name:Account Manager (Designated owner to manage this generic account):Workstation/PC hostname:Justification: Step 2: Once this request is approved by ISO, requestor to raise an incident request under: a. Business service = GIO - SEC - End-User Account Provisioning in CARM b. Override the assignment to default group, and assign to assignment group = GIO-SEC-CARM-L2 LOGGING CATEGORISATION: Ticket template to be used : GLOBAL - CARM - Request Business service: GIO - SEC - End-User Account Provisioning in CARM Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
account, active, active directory, ad, airliquide, carm, com, common, common shared user account, company, corp, directory, english, generic, generic account, hezharjoyo, japan, kaluny@as, muhdnursafwan, new, office, onboarding, quest, request, salehudin-sc, shared, software, transport, transport company, windows, windows account
NaN
KB0043089
SIO Perform - issue summary
English
hezharjoyo.kaluny@as.corp.airliquide.com
49
Marine PEREZ
Uncategorized
Published
2025-09-29 14:34:49
5
GIO Service Desk
NaN
#########
NaN
ALZ - WW - Production Asset
NaN
NaN
NaN
13
2025-06-02 6:46:57
#########
NaN
ALZ-AME-GCS-Production Assets-L2
COUNTRY/REGION:GLOBAL ENTITY:LI Entities SYMPTOMS: SIO.Perform support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) SIO.Perform is a solution for Large Industrie (LI) to monitor LI production unit efficiency, by comparing the production cost to the best historically operated production costs in similar conditions. Importance: Used daily to monitor and optimize LI plants production Applicability: EU, AMEI & APAC SIO.Perform links: (TIBCO Spotfire web site) https://sio-perform.apps.airliquide.com/spotfire/ui/ How to get a user account: The request has to be made through CARM Step 1: Request a New access Step 2: Look for Business Applications Step 3: Choose the type of account you need (either Consumer or Analyst) and add you justification Finally, the request will be sent to the right team in Alizent to check if a license has been purchased or transferred to the requester. Once validated, youll be automatically added to the right group and you will be able to access the TIBCO Spotfire link. STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, Assess the priority using below matrix 4. Assign the ticket to the hub support groupe EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AME-GCS-Production Asset L2 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: SIO.Perform ALZ - PROD Category: Application Subcategory: Support / Assistance Assignment group: EU & AMEI: ALZ-EU-GCS-Production Assets L2APAC: ALZ-AP-GCS-Production Assets L2AME: ALZ-AME-GCS-Production Assets L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:INDIA ENTITY:BIS AMEI SYMPTOMS: User needs the installation of the Autocad application BEFORE YOU START: installation + account (token) creation is managed by the onsite team. STEPS: Open an Incident ticket and assign it to BAMEI-INDIA-L2. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation Assignment group: BAMEI-INDIA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY:Republic of Congo ENTITY:BIS AMEI SYMPTOMS: This KB aims to provide information on the scanners and their configuration used in the Republic of Congo. BEFORE YOU START: There is no MPS solution in place, there are several network printers and USB printers as well, the WCA Printer Fleet File can be found HERE. STEPS: For scanning on the network printers, the Scan-to-Folder method is used. This means that whenever a user scans a document on one of the printers, the scanned document is sent to the user's dedicated folder on a shared drive. If a user doesn't have the shared drive mapped in their File Explorer, the folder can be added manually. STEP1: Open File Explorer and click on 'This PC/Ce PC' STEP2: Click on the 'Computer' tab and select 'Map Network Drive' STEP3: Add the bellow path making sure that you put the user's actual first and last name in the last section \\172.30.107.216\scan\ STEP4 (Optional): If you cannot map the drive with the user's name at the end, try to simply map the folder as \\172.30.107.8\scan and then look for the user's folder manually OR you can also consult the scan folder path on the printer's Portal within the 'Address Book' option: LOGGING CATEGORISATION: Business service: BAMEI-Local printers Category: Devices Subcategory: Printers Resolution Notes: Configured the needed scanner for the user. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User getting ads notifications through Google Chrome POSSIBLE CAUSES: User may have allowed notifications when visiting websites STEPS: Identify the site causing the popups, it will be listed on the popup Click on the 3 dots to pull up the chrome menu Click settings Scroll down and click on site settings Scroll down and click on notifications Scroll down to the allow section and look for the site that is causing the popups and click the 3 dots next to it Click block Check the allow list for any other sites that you do not recognize or want notifications from and block them as well LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC hostname Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted on how not receive ads notifications through Google Chrome. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: User would like to check his/her Windows/ADM password expiry date STEPS: Open CMD using ADM credentialsType net user /do "username" and hit ENTER. It should look like below: LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Devices Subcategory: Operating System Resolution Notes: Service desk will check the expiration date via CMD TICKET TYPE: Process ARTICLE TYPE: FCR TEAM: L1
adm, adm password, airliquide, check, com, corp, date, english, expiry, hezharjoyo, how, how to, kaluny@as, matutina-sc, password, rose, software, windows
NaN
KB0055186
Gideons Availability & Performance Issue - How to Generate a HAR File to Diagnose Issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
214
NaN
Uncategorized
Published
2025-07-02 6:22:54
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
16
2025-07-02 6:19:48
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: The user is experiencing network delays, server errors, timeout, performance issues, slowness with the Gideons Web-application (Gideons Web, OSS, BAR+, GTS) in the Chrome browser. In this situation, a ".HAR" file should be generated by reproducing the issue and attached to the incident. BEFORE YOU START: Please obtain the user's permission to initiate a proper remote session, so we can assist them in generating the .HAR file to facilitate efficient issue resolution If a remote session to the user's computer cannot be established, please provide them with detailed instruction on how to generate the .HAR file on their own STEPS: 1.Open Chrome > More tools > Developer tools 2. Select the Network tab then click Clear to delete any unnecessary log file not related to the issue and select Preserve Log and Disable Cache options. 2.1 Ensure the "Preserve Log" checkbox is checked, this setting retains network activity across the page reloads. 2.2 Check "Disable Cache" to prevent the browser from loading resources from cache, ensuring all requests are captured. 3. Click Record button and ask user to reproduce the issue (The record button will become red) 4. After reproducing the issue click the Record button to stop recording. Click on the drop down arrow of Export HAR (sanitized) to download the .HAR report 5. Dispatch the created .HAR file to GIO-EUS-SD-APAC-L1.5 L1.5 Apps Team will analyze the HAR file as per KB0056116 LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): L1.5 TICKET TYPE: Incident ARTICLE TYPE: Process, Assignment TEAM: L1.5 Apps
airliquide, analyze, application, availability, chrome, com, corp, diagnose, english, file, generate, generate and analyze a har file in chrome to diagnose application and network issues, gideons, har, hezharjoyo, how, issues, kaluny@as, network, performance, software, wifi
NaN
KB0027696
Google Gmail - How to add the logo in your Gmail signature
English
hezharjoyo.kaluny@as.corp.airliquide.com
95
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:57
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
28
2025-05-30 6:05:11
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling to ask for assistance for adding a logo/picture to his/her Google Gmail signature. BEFORE YOU START: Gmail does not support SVG at this time. The solution is simple, the user will need to find a company logo in JPG or PNG version. STEPS: 1. In Gmail, click on Settings > See all settings 2. Scroll down until you see the email Signature section 3. Please select the requested font, size and color of signature text: 4. Insert a logo below user`s name: Then indicate this URL address to insert the picture: https://www.airliquide.com/sites/all/themes/custom/airliquide/images/air-liquide.png This logo will appear in your signature In case the user has issue with displaying the logo, then, try the following: -Open a Google document https://docs.google.com/-Create the entire signature in the document, inserting the logo image as a jpg.-Then copy the whole signature and paste it into the Gmail settings. This way brings the native Google format and you should have no problems displaying the logo. 5. After the logo, add your contact information (email, address, phone numbers, etc. ) in bold 6. Do not forget to add the Confidentiality information, that should be also in Sans Serif font, Small size and Grey color. You can copy and paste this paragraph below: CONFIDENTIALITÉ - CONFIDENTIALITY Ce courriel est destiné exclusivement au(x) destinataire(s) mentionné(s) ci-dessus et peut contenir de l'information confidentielle. Si ce message ne vous est pas destiné, veuillez le mentionner immédiatement à l'expéditeur et effacer ce courriel sans en faire de copie. This e-mail message is intended only for the above named recipient(s) and may contain confidential information. If this message is not for you, please immediately notify the sender and delete this email message without making a copy 7. Scroll down and click on Save Changes LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance needed with adding the logo in Gmail signature In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
OBC - How to install the OBC application to the tablet
English
hezharjoyo.kaluny@as.corp.airliquide.com
39
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-09-01 10:34:06
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
23
2025-09-01 10:33:42
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User need assistance to install OBC application to the tablet. STEPS: Searching for a Tablet "Search" is convenient for finding the desired tablet. (For some reason, the tablets may not be in the given group) On the terminal screen, at the bottom left of the screen Enter the tablet name in the box labeled "Search device name ...". If you enter the tablet name halfway, the corresponding candidates will be automatically displayed below it. From this, click the desired tablet name to select it. Then, the tablet is selected in the list in the center pane. (Scroll down the center pane to find it) Relationship between OBC apps, packages, and profiles SOTI distributes / installs the app on the device as follows App installer file (.apk file --multiple specifications allowed) ? Build as a SOTI "package" ? Created as a SOTI "profile" ? Apply "Profile" to SOTI groups or individual tablets Reinstalling the OBC app To reinstall OBC app using SOTI, Move the tablet to a group (*1) to which no profile is applied. (Drag and drop the tablet). The OBC app will be uninstalled immediately. Wait for 1-2 minutes, then move the tablet to the group to which the desired profile is applied.Wait for about 15 minutes and then check the installation result (*2). (*1) "Group to which no profile is applied" = Orange box below You must move somewhere in this (*2) Refer to below KB for the procedure for checking the installation result. KB0020309 OBC - How to check the version of the OBC app via SOTI (Japan) ? What to do if "installation fails": Repeat the above steps again, or expand the profile, right-click the package name, and click "Forced reinstallation of package". LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution notes: Service desk will guide the user to install it. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Gideons Barcode - Unable to find specific Customer Code
English
hezharjoyo.kaluny@as.corp.airliquide.com
95
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-07-30 5:52:42
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
40
2025-07-03 6:26:16
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS Gideons Barcode - Unable to find specific Customer Code (Japan) STEPS: Gideons Barcode cannot be created unless the checkbox for cluster of the corresponding customer (child) is tick as Yes. Below is the step to check. 1) Open Gideons Web version (http://as-gidpa-nea/GideonsWeb/Japan/Index) and select CMS 2) From home, go to "Customer" and select "Customer List". 3)Click Parent tab, insert customer code and click search button. Once the customer list appear, click on edit button. 4) When edit screen appear, click on Delivery Point tab at top right corner. Scroll down the page and you can find the Cluster menu. User must submit request for Customer Master Data registration/changes to make these changes. Gideons Data Update https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=c0bff497db055450459b890b0696194f&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 Once the request is completed, user will be able to download it from the barcode printing tool screen. * The master data for barcodes is updated only once a day from 12:00 to 13:00 JST. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to install the desktop application on an Air Liquide PC. BEFORE YOU START: Please note that the installation of OKTA for some user were deployed to the PC automatically. In case you need to install it, or reinstall it because of a bug/issue, please follow this KB. STEPS: 1. Guide user to raise request on myITcorner:https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=eeb6e0391b425d14510c7db4464bcb04 2. Once completed, the software will be installed on the user's PC with the next policy update (in 24 hours). After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: "Show where to go" request submitted.
COUNTRY/REGION:AMEI ENTITY:South Africa , WCAA except Ghana and Nigeria SYMPTOMS: User is calling for Navision installation. BEFORE YOU START: 1. User must have a Navision account requested in CARM NAVISION - account creation (AMEI) - KB0020123 2. User must raise the request for installation: If user is missing the request for software installation, guide user to raise MY IT Corner Installation request: Home > Applications > Apps Catalog > Windows Apps > MS Navision 2016 ML In case there above item not listed for the user, or not installed automatically: User needs to raise the "Download & install non-standard softwares" request from MY IT Corner as per KB0012053. STEPS: 1. Without approved CATTASK, Service Desk is not allowed to install Navision heavy client source files: NAS server: \\172.30. 65.74\software\users Install Navision with your admin rights. 2. In case of issue assign to L1.5 >> Onsite . 3. FOR L2: Server address for NAV for ZA - mynavisionssa.apps.airliquide.com:7046/DynamicsNAV90 LOGGING CATEGORISATION: Update the Catalogue Task NOTE: In case the CATTASK needs to be pended due to any reason, put the state of the request to "Planned with user".
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User requested to remove users under "External Approvers". STEPS: 1. Login to E-expense. 2. Navigate to Approvers > External Approvers 3. Select the approver's name and click on Remove button. 4. Unable to remove approver because this approver still has pending tasks (pending expense to approve/reject). 5. Run this query below to check the pending tasks under the approver's name. SQL Query : select REF_NO, d.GROUP_DESCR AS STATUS,E.USER_NAME,EMP_ID,EMP_NO,F.AFFILIATE_NAME, Q.CREATED_DATE,Q.CREATED_BY,Q.PROXY_APPROVER from [dbo].[EX_TASK_QUEUE] Q inner join [dbo].[EX_EMPLOYEE] E on Q.USERID = E.EMP_ID inner join [dbo].[EP_AFFILIATES] F ON E.AFFILIATE_CODE = F.AFFILIATE_CODE inner join [dbo].[EX_REQUEST_HEADER] REQ ON REQ.CURR_TASK_ID =Q.TASK_ID INNER JOIN EP_GROUP_DATA d ON REQ.EXP_STATUS = d.GROUP_CODE AND d.GROUP_CATEGORY='1213' AND d.CULTURE_ID=1 WHERE E.USER_NAME = '' AND d.GROUP_DESCR = 'OPEN' ORDER BY QUEUE_ID ASC Example : select REF_NO, d.GROUP_DESCR AS STATUS,E.USER_NAME,EMP_ID,EMP_NO,F.AFFILIATE_NAME, Q.CREATED_DATE,Q.CREATED_BY,Q.PROXY_APPROVER from [dbo].[EX_TASK_QUEUE] Q inner join [dbo].[EX_EMPLOYEE] E on Q.USERID = E.EMP_ID inner join [dbo].[EP_AFFILIATES] F ON E.AFFILIATE_CODE = F.AFFILIATE_CODE inner join [dbo].[EX_REQUEST_HEADER] REQ ON REQ.CURR_TASK_ID =Q.TASK_ID INNER JOIN EP_GROUP_DATA d ON REQ.EXP_STATUS = d.GROUP_CODE AND d.GROUP_CATEGORY='1213' AND d.CULTURE_ID=1 WHERE E.USER_NAME = 'Isabelle Lenfant' AND d.GROUP_DESCR = 'OPEN' ORDER BY QUEUE_ID ASC 6. Inform the user/ticket requestor to advise the approver to either approve/reject the open/pending tasks under their name. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: eApplication - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Registering a badge on a printer connected to Xerox Workplace Cloud (XWC)
English
hezharjoyo.kaluny@as.corp.airliquide.com
546
Jordan SEESAIYE-SC
Printing / Devices
Published
2025-08-13 5:03:16
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
105
2025-08-13 5:02:43
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: End user guide MPS For: Windows Devices - Europe POSSIBLE CAUSES: User need a guidance how to register the badge. BEFORE YOU START: Make sure user has the application installed in the PC. STEPS: 1. Go to the printer and swipe your badge or Keyfob through the printer's badge reader. 2. The printer will ask you to enter an email address, please enter your enterprise email adress like firstname.lastname@airliquide.com 3. The printer will tell you that an e-mail has been sent to the e-mail address you entered earlier 4. Once you received the email Click on the link Register Access Card After an authentication Okta this page will be open, click on YES 5.Click on OK button. 6. You can now return to the printer and pass your badge over the badge reader. Your email will appear in the top left-hand corner and the icons will be unlocked. 7. To access your printing order click on the @PrintByXerox icon. 8. Select the document to be printed, then click on the Print button. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: MPS - XeroxModel/brand of the target printer: Printer hostname In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Printer name Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.
airliquide, badge, badge registration, basic, basic troubleshooting, cloud, com, connected, corp, english, hezharjoyo, jordan, kaluny@as, non, non standards, not, not uniflow, print, printer, printer - basic troubleshooting, printer not working, printers, registering, registering a badge on a printer connected to xerox workplace cloud (xwc), registration, seesaiye-sc, standards, troubleshooting, ts, unable, unable to print, uniflow, working, workplace, xerox, xwc
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KB0019876
GIDEONS Desktop application installer
English
hezharjoyo.kaluny@as.corp.airliquide.com
62
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-09-12 5:12:32
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
38
2025-09-12 5:12:16
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Below error occurred when opening Gideons applicationOther issues that require reinstallation to troubleshoot. STEPS: The installer for Gideons Japan can be found here:https://drive.google.com/file/d/16Jt4u6d1PmRtdMSggbFXcNiST0R5YSCR/view?usp=sharing VAJ Gideons can be downloaded from here: https://drive.google.com/drive/search?q=GideonsNet-All%20Clients_VAJ_LIVE Installation can be done as follows:1- User can run the installer without admin rights; or2- Remote into users PC and run the installer. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration Item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance issue Resolution Notes: Service desk will guide the user to run the installer TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:GLOBAL ENTITYALL SYMPTOMS: User is experiencing issues with non standard printers (not UniFlow). POSSIBLE CAUSES: Common mapping, installation or network connection issues Printer spooler issues Printer driver issues Printer network issues Printer hardware issues Printer firewall issues BEFORE YOU START: ALWAYS GATHER SCREENSHOTS AND ADD THEM TO YOUR TICKETS TO DOCUMENT TS PERFORMED Make sure user is connected to the Air Liquide network or directly to the printer by cable. Be sure to obtain the following Printer IP address and Printer nameMake & ModelPrinter type (Network, local, Uniflow)Printer connection type (AL LAN, Wi-Fi, not AL LAN, Wi-Fi) Printer ping result STEPS: Always check the most basic troubleshooting steps before attempting any other Verify the user is connected to the Air Liquide network (Network Printers only) Check if the user is connected via LAN or Wi-Fi. If so, test connectivity Verify if the printer is mapped/installed on the computer, if not please installed drivers Control Panel > Devices & PrintersNon MPS Printers - How to download driversUniflow Printer - Printer Installation - (AME)Secure Print - Konica Minolta - (AME) Check if the desired printer is selected as default Go to Control Panel > Devices and PrintersRight click on the printer and Set as default printer Run printer troubleshooter Control Panel > Devices and Printers > right click the printer > Troubleshoot > Select repair if error an available repair option Obtain Name, Port Name and Server Name Control Panel > Devices & Printers > Right click on the printer > Printer Properties > Select Port tab If issues perisist, test the next specific troubleshootings: 1.- Printer Spooler Issues Always be sure to verify the printer spooler for any stuck jobs Printer Troubleshooting - Printer Spooler - (Global) 2.- Printer Network Issues Always verify the network settings of the printer for any mismatch of the ip's Printer Troubleshooting - Printer Network Issues - (Global) 3.- Printer Hardware Issues Verify the possible hardware issues that the printer may be experiencing, even though access is limited, you can always check some options Printer Troubleshooting - Printer Hardware Issues - (Global) 4.-Firewall Issue Normally, all flows must be opened before the printer (and Uniflow) is deployed onsite 5.- Printer Driver Be sure to always check the printer drivers for any outdated version that may be causing this malfunction First, follow troubleshooting steps mentioned above If unable to resolve and the ticket is escalated, the resolver group will initiate a request for opening flows (to Demand Flow Matrix) if required If unable to fix, document every step taken, gather the following information, create an INC and sent it over to the correspondent FS team Printer name (if ip was provided you can run an nslookup in the AL environment for the printer name)Printer IP address (if printer name was provided you can run an nslookup in the AL environment for the ip address)Serial Number (For Canon printers)Printer Make and ModelComputer name & IP addressUser's actual location (should had been verified at the beginning of the call)Documentation of where was driver downloaded from and actual driver name installedCorrespondent ticket documentation, what was done, what was attempted LOGGING CATEGORISATION: Business service: BIS - AMERICA: BAM - LOCAL PRINTERSBIS - AMEI: BAMEI-Local printersBIS - APAC: BAP - LOCAL PRINTERSBIS - CF: BCF - LOCAL PRINTERSBIS - E&C: BEC - LOCAL PRINTERSBIS - EUROPE : BEU - LOCAL PRINTERSBIS - GM&T: BGMT - LOCAL PRINTERSBIS - HOME HEALTHCARE: BHC - LOCAL PRINTERS Configuration item: Hostname Category: Devices Subcategory: Printers Resolution Notes: After troubleshooting performed, printer is working properly. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, basic, basic troubleshooting, com, corp, driver, english, general, hardware, hezharjoyo, issues, job, kaluny@as, local, matthew, network, non, non standards, not, not uniflow, print, printer, printer - basic troubleshooting, printer not working, printer troubleshooting basic general issues error spooler driver uniflow network job stuck hardware, printers, spooler, standards, stuck, troubleshooting, ts, unable, unable to print, uniflow, widell, wifi, working
NaN
KB0021612
Server - mapping
English
hezharjoyo.kaluny@as.corp.airliquide.com
92
Salman AHMED
Uncategorized
Published
2025-07-30 5:56:45
5
GIO Service Desk
NaN
#########
NaN
BAMEI-Saudi Arabia-Local infrastructure
NaN
NaN
NaN
16
2025-07-01 6:00:16
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: User from AMEI needs assistance to map a server. BEFORE YOU START: If user from AMEI needs to request access to a server, please follow KB0049231. If user from AMEI needs to report an issue with a server, please follow KB0049232. STEPS: Server mapping : Remote control over the user's PC : path of the server \\172.30.105.11\Finance ( map it as network drive KB0012298). LOGGING CATEGORISATION: Business service: BAMEI-"country name"-Local infrastructure Configuration item: Hostname of user`s pc Category: Application Subcategory: Availability and performance issue Resolution Notes: Server mapped on user`s PC. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Loop - Scan a QR code to book a desk or meeting room
English
hezharjoyo.kaluny@as.corp.airliquide.com
16
Arnaud HENRI-SC
OKTA / Mobile Enrollment
Published
2025-07-29 19:49:57
8
myITcorner
NaN
#########
NaN
GIO - LOOP
NaN
NaN
NaN
2
2025-01-10 8:16:08
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
Scan a QR code to book a desk or meeting room This article describes how to scan a desk or meeting room directly from your smartphone. Prerequisites Have a smartphone/tablet enrolled in Intelligent HubDownload and install Loop on the corporate profile - Android - iOSFor Android devices, download and install Google Lens (to scan a QR code)For iOS devices, please use the camera app provided by default Step 1 Scan the QR code to book either a desk or a meeting room. On Android devices, Open Google Lens to scan the QR codeOn iOS devices, use the by default camera application It will automatically open Loop and focus on the desired desk or room. Step 2 For a desk reservation , click on Save my locationFor a meeting room, indicate the timeslot of the reservation, add collaborators then click on Reserve room. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Missing Trips and Stops POSSIBLE CAUSES: Trip upload failure causing the trip status set to 101. STEPS: 1. Get the timestamp of trip/stop-the LAST UPDATED DATE TIME select date_time_last_updated, * from BLAC.Trip_stop where TRIP_ID = 'xxx' 2. Check the trip/stop and the timestamp in DMS.TRIP_INTERFACE_LOG select * from DMS.TRIP_INTERFACE_LOG where TRIP_ID = 'xxx' 3. If the entry is in the log table that means the trip has been pushed to DMS system otherwise check the interface service is running 4. Despite having an entry, the trip is missing in DMS system means that the trip file is not copied to SFTP, check the log of DMS Interface service. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC - OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-BLAC-L2
COUNTRY/REGION:Korea ENTITY:BIS APAC SYMPTOMS: Timeout error in applicaiton (VAK). STEPS: Check the following using sp_who command: 1. Any long running reports are used by users2. Any Oracle processes are running You may want to kill those processes after talking to the users. LOGGING CATEGORISATION: If the above steps did not solved the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability [Incident] Assignment group: BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Below contact point request to terminate user's access immediately HR Team EUS HUB Manager - Revin ImasalamService Desk Service Delivery Manager - Sivakami VelandyGIO Security Hub Manager - Chiew Geok NG BEFORE YOU START: Verify the affected user's status in both CARM and Active Directory STEPS: The requester must first forward or redirect the request to the EUS HUB Manager, Revin Imasalam.The EUS HUB Manager will provide the MyITCorner link for CARM Account Creation/Termination. - https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=f78754d91b1da91096c763d3b24bcbad&table=sc_cat_item&searchTerm=terminationThe requester should use this link to submit the deactivation request.Once the CATTASK is raised and approved, it will appear in the GIO-EUS-SD-ACCOUNT-MNGT queue.Please be advise that some requester may specify a particular timing for the deactivation process (e.g., date and time may vary). Kindly adhere to the requested timing and avoid deactivating the affected user before the specified time. The Service Desk Agent should then follow the steps outlined below to complete the deactivation process. Find the End-user from Active Directory > right click > Disable Account Reset the password of the End-User from Active DirectoryReset all the Oktas Authenticators method of the End-User from Okta Dashboard (https://air-liquide-admin.okta.com/admin/dashboard)Remove the Mobile Device Record of the End-User to terminate the access of Intelligent HUB application from Intelligent HUBs Admin Console; https://console-workspace.apps.airliquide.com/AirWatch/Login?ReturnUrl=%2FAirWatch%2F (if any)Create ticket ticket with using the HR's representative details as the "Requested by" and proceed to close the ticket accordingly (GIO End User Services APAC Hub Manager will provide the information about the HR's detail). REMINDER: DO NOT INPUT any details of the End-user who will get terminated to the ticket (short description, description, watch list, & etc) Shall you receive any call from the End-user and ask why they cant login or access the computer; Please DO NOT re-enable to account from Active Directory. Instead, please advise them to revert with HR Team for further assistance. Create another ticket ticket, with using End-user's details and proceed to close the ticket accordingly. LOGGING CATEGORIZATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: IT Manager or related line In case of blank ESS Incident submitted for the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - Prod Category: Application Subcategory: Account and Password
account, airliquide, com, corp, deactivate, deactivation, deactivation process, disabled, emergency, english, hezhar, hezharjoyo, how, how to deactivate, how to disabled, joyo, kaluny-sc, kaluny@as, process, request, request to deactivate
NaN
KB0019558
QUEST What to do if you lose your password in Riyousha software
English
hezharjoyo.kaluny@as.corp.airliquide.com
5
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-09-01 9:18:09
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
7
2025-09-01 9:17:39
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User unable to login to Riyousha software. ???????????????? The administrator password of Riyousha software is managed by the shipping company, but depending on the shipping company, the password may be forgotten. BEFORE YOU START: Close Riyousha software STEPS: Open the Riyousha software folder in C drive and rename the file "Logon" to "Logon_org" etc. Start Riyousha software and enter with the password "analysis" and click on OK buttonSelect the register administrator from Riyousha software menu.Enter "jp-trans.xxxd" (where xxxd is the base number) in the administrator name, and request shipping company to set the password.Press the add button, press save button, press the end button, and press the logoff button. Start the Riyousha software and enter the specified administrator name and password to use it. *If you do not delete the DATA folder, you can continue to use the data. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to run the software TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to report a functional/account issues. BEFORE YOU START: PLATNIK AL POLAND is a social security solution. In case of account issues, confirm with user if he/she has already got access to P?atnik ZUS. In case user needs to request access follow KB0044267. STEPS: Open an incident ticket and assign it to the local SD, PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Ticket template to be used: 0_AL _PL[Local Business App] - Issue Business service: Local Business Solution Configuration item: PLATNIK AL POLAND - PROD Situation: Bug/Defect [Incident] / Account issues [Incident] Assignment group (if not L1): PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Network - data network notes of infrastructures needs
English
hezharjoyo.kaluny@as.corp.airliquide.com
49
Peter RIZKALLA
Network / Connectivity
Published
2025-09-29 14:48:11
5
GIO Service Desk
NaN
#########
NaN
BAMEI-Egypt-Local infrastructure
NaN
NaN
NaN
7
2025-07-22 5:44:44
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:EGYPT ENTITY:BIS AMEI SYMPTOMS: Any request regarding network infrastructure including routers, switches, hubs, repeaters, gateways, bridges, and modems, IP phones STEPS: Collect information and send it to BAMEI-EGYPT-NET&OT-L1 LOGGING CATEGORISATION: Business service: BAMEI-Egypt-Local infrastructure Category: Device Subcategory: hardware Assignment group (if not L1):BAMEI-EGYPT-NET&OT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Oracle - Unable to login Oracle because the account is locked
English
hezharjoyo.kaluny@as.corp.airliquide.com
127
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:08:21
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
45
2025-07-02 5:49:47
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User unable to login Oracle and in CARM shows the Oracle account is Active POSSIBLE CAUSES: Oracle account access has been locked caused by multiple tries of incorrect password. BEFORE YOU START: Has access to Oracle > XX User Maintenance Check Active Directory if Windows account is locked out: KB0011364: Windows Account - unlock account Guide user to reset Password in CARM: KB0012350: CARM - Self password Reset for Windows Ask user to clear cache and delete browsing history: KB0043467: Windows browser - Clearing browsing history for browsers STEPS: Search for the user's account using email Status shows as Locked Input temporary password and Save. Input the same password for verification and Save Once shows as following notification, that is means the password has been updated accordingly. Email user and inform about the password reset and advise user to login using their current Windows password. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Reset the password and advise to login using current Windows password TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:FRANCE ENTITY:ALSF SYMPTOMS: User would like to access FieldService.Quote application and needs to have an account created. FieldService.Quote is an application for creating quotes related to medical gas distribution system works.Link: https://fsquote.apps.airliquide.com/ STEPS: After collecting the below information, please create an INCIDENT ticket to the group FR-ALSF-TRN who will create the account for the end-user. Information to be shared on the ticket:- the role of the person (Chargé d'affaires , Responsable de Vente, Assistant cellule ADP)- if possible, the name of a copy user LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: FIELDSERVICES - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): FR-ALSF-TRN TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Windows - Generic Account Password Reset - account is visible on CARM
English
hezharjoyo.kaluny@as.corp.airliquide.com
425
Vincent CAO
Windows - Storage / Performance
Published
2025-07-30 11:34:32
5
GIO Service Desk
NaN
#########
4.00
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
287
2025-05-28 6:02:50
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that a generic Windows account the password needs to be reset, and the account is visible in CARM. BEFORE YOU START: Please kindly check whether the affected generic Windows account is present in CARM or not. STEPS: Account present in CARM: If the user needs to reset the password of his generic Windows account: Inform user of the followings steps the CARM approver must do to reset the password of the generic Windows account: 1- Connect to MY CARM Application. 2- Click on "My Subordinates". 3- Click on the generic account. 4- Click on Manage user password. 5- Enter a new password 6- Submit the request. 7- Result: The Generic Windows account password is reset. LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and Password TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is requesting information or reporting an issue with the AL Virtual Campus - Information - How to Access - SSO Issues - Connection keeps freezing during the webinar - Other issues BEFORE YOU START: URL: https://sites.google.com/airliquide.com/aluvirtualcampus2020/ A hotline will be available via Hangouts meet here, one hour before the start of each session. Perform basic troubleshooting before referring the user to the support contact or routing. STEPS: Information about AL Virtual Campus You can provide this link to the user for frequently asked questions. How to Access 1. Refer the user to this document on how to access the LMS using 1 Time Pass (until 15th November, 2022) 2. Check OKTA (1 Time Pass until 15th November, 2022) and assist the user on a separate ticket if needed 3. You can provide this myITcorner guide link to the user. SSO Issues Advise the user to contact university.HO@airliquide.com Connection keeps freezing during the webinar If multiple cameras are used during a Hangouts session, you can change the settings to low bandwidth settings. Use this document to see how Other technical Issues Advise the user to contact university.HO@airliquide.com LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will assist the user to use Okta verify to sign-in or contact the university for assistance. ARTICLE TYPE: FCR TEAM: L1
access, airliquide, al, basic, campus, com, connection, contact, corp, english, freezing, global, hangout, harold, hezharjoyo, how, information, issues, kaluny@as, kite, kite al virtual campus global information how to access sso issues connection freezing webminar other basic troubleshooting contact routing contact link lms 1 time pass ticket single sign on error hangout session, link, lms, okta, other, ousset, pass, routing, session, sign, single, sso, ticket, time, troubleshooting, virtual, webminar, wifi
NaN
KB0027380
Network drives Map or issues - paths used by end user
English
hezharjoyo.kaluny@as.corp.airliquide.com
229
Changhou LOW-SC
Network / Connectivity
Published
2025-07-30 10:27:11
6
GIO Service Desk
NaN
#########
NaN
BEC - Network Drive File Sharing
NaN
NaN
NaN
30
2024-10-11 4:14:39
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: China ENTITY: BIS E&C SYMPTOMS: User would like to map E&C network drive or facing issues with reaching/mapping network drive or permissions loss, user does not know how to request permission to an existing network folders or how to request creation of a new one. BEFORE YOU START: Before assigning any ticket to the resolver group, please execute the following steps: - Make sure the user is connected to the AL network (either in the office or via VPN) - Make sure the user has access/permission to the related Shared Folder on the concerning Network Drive - Connect to user's computer via VNC and attempt to map the affected drive by the UNC listed below: In case of any error message, please take a screenshot of the exact errorIf it works, please also document it. - Implement "gpupdate /force" in CMD to refresh the policy - Restart the computer STEPS: Names / Paths of E&C network drives as follows; For Yantai: X: \\cn-s-hz-nas\dataxhg T: \\cn-s-hz-dsm\China_Temp O: \\cn-s-hz-nas\Archive Y: \\cn-s-hz-dsm\username$ In case of issues about Yantai shared folders / file server / network drives: Please assign such incident to the following support groups: - In case of PC connection issue (UNC path doesn't work on particular computer): For YNT:BEC-EUS-FS-YNT-L2;For HGZ/SHA:BEC-EUS-FS-HGZ-L2 - In case of drive mapping Issue (folder accessible through UNC but not mapped): For YNT:BEC-EUS-FS-YNT-L2 (next escalation level BEC-INFRA-HGZ-YNT-L3 )For HGZ/SHA:BEC-EUS-FS-HGZ-L2 (next escalation level BEC-INFRA-HGZ-L3) - In case of File Server / NAS issue issue (UNC path doesn't work on all computers): For YNT:BEC-INFRA-HGZ-YNT-L3For HGZ/SHA:BEC-INFRA-HGZ-L3 - In case of lost access (user had permissions but has not): For YNT: BEC-EUS-FS-YNT-L2 (next escalation level BEC-INFRA-HGZ-YNT-L3)For HGZ/SHA:BEC-EUS-FS-HGZ-L2 (next escalation level BEC-INFRA-HGZ-L3) - In case of permission request: MyITCorner https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=c91a35934f86eb009864ca1f0310c7ac&sysparm_category=a5a23c754f8b82003d9524fe0310c73c - In case of new folder request (new project, offer, department): MyITcorner https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=dec1683f4f3923009864ca1f0310c725&sysparm_category=a5a23c754f8b82003d9524fe0310c73c ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION:AME & EU ENTITY:ALL SYMPTOMS: User would like to raise a request for Office Telephony profile creation, update or deletion or to modify the calling plan. STEPS: Redirect user to My IT Corner to submit the request "Manage an Office Telephony profile". Path: Home - myITCorner Catalog > Devices > Devices & Telephony > Office Telephony phone The customer has to submit this request for a softphone profile via My IT Corner. In the request, he/she has to provide the following information: site of attachmentRequested for " The name of the person who needs the Webex account), his manager, phone number, email, location and entity.Type of order: he will select " create a softphone profile"Air Liquide Cost Center or GL Code( For U.S): if the Air Liquide Cost center is not available in CARM, he will ask his financial controllerThe calling plan he/she wantsSpecific number ( if he/she wants a specific one).In comment/further information " if there is any information he wants to add to his request). After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
Windows - This site can't be reached error persists
English
hezharjoyo.kaluny@as.corp.airliquide.com
571
Mourad MELLOUK
Windows - Storage / Performance
Published
2025-08-04 8:24:27
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - On-site Firewall
NaN
NaN
NaN
109
2025-08-04 8:24:07
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The error message of 'This site can't be reached' persists even after Windows password reset and basic network troubleshooting. STEPS: 1. Check the SEP group: Open Symantec -> go to HELP -> click on troubleshooting -> take a screenshot of the window and attach it to the ticket. 2. Do a resolution on the URL and check if it is a public IP or private IP. Run "nslookup" command on the given website in (example: CMD C:\Windows\System32>nslookup google.com) 3. Check if it is an external or internal URL: If the IP address starts with 172 or 10, it means it is an internal URLIf the IP starts with anything else than 172 or 10, it is an external URL 4. Before assignment, put the whole nslookup result into the description of the incident! In case it is an internal URL, the incident needs to be assigned to the GIO-SEC-AD-AUTHENTICATION SERVICES-L2. For an external URL, incident must be routed to GIO-SEC-PSS-RUN-L2_L3. LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Internet Access Configuration item: Hostname of user`s pc Category :Security Subcategory: Access issue Assignment group: GIO-SEC-AD-AUTHENTICATION SERVICES-L2 or GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User needs to reset their Secova password and they have not received the self service password reset email. BEFORE YOU START: Please check if user has the correct link for Secova: https://airliquide.secova.de/module/login/ Then, ask user to check spams and promotions. STEPS: Open an incident, and assign it to DE-ALD-LOCALIT-SERVICE-SUPPORT-L1 LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Secova - PROD Situation: Account issues Assignment group (if not L1): DE-ALD-LOCALIT-SERVICE-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User contacted us because he needs to have a request cancelled in CARM. Please check if SSO connection is successful. STEPS: Attach an screenshot of the request(s) to be cancelled in CARM. Create an incident and assign it to GIO-SEC-CARM-L2. LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
BLAC - eDN is not available in BLAC causing eDN did not interface to myGAS
English
hezharjoyo.kaluny@as.corp.airliquide.com
56
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:39
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
48
2025-06-04 6:05:44
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: eDN is not available in BLAC causing eDN did not interface to myGAS. STEPS: 1. Check if the DO has been completed by Driver with OBC or manually 2. If Driver finished DO manually without OBC, there will be no EDN 3. If Driver finished with OBC, check if the EDN is available in BLAC, if missing in BLAC, check the OBC that delivered the DO. 3.1. You may find EDN of DO in BLAC DO Enquiry screen. Open BLAC , click at Enquiry menu and choose DO Enquiry, key in DO number and appears a link on "DO - Customer Copy" to open EDN 4. If step 3 is true, Copy the log and EDN from OBC and sync OBC with BLAC. 4.1. Log and EDN files are under OBC_DATA folder in OBC's local storage, you may look for obc_data/dynamic_data/ and look for a folder with the name of Trip. 5. Check BLAC if EDN is available after Syncing OBC and let the interface to take it's trun to copy EDN to MyGas 6. If OBC fails to sync, copy the EDN from OBC and upload through EDN Manager in BLAC. Share the log for Diagnosis. 6.1. EDN Manager screen is available in BLAC under OBC menu. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, available, blac, causing, com, corp, deepak, did, edn, english, hasani-sc, hezharjoyo, interface, interface to mygas, kaluny@as, mygas, not
NaN
KB0010506
Google Groups - request creation of new Kite Group
English
hezharjoyo.kaluny@as.corp.airliquide.com
507
Vincent CAO
Uncategorized
Published
2025-07-30 6:11:53
5
GIO Service Desk
NaN
#########
4.00
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
856
2025-07-22 5:55:32
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance with requesting the creation of a new Google Group / Shared Mailbox. STEPS: Note: All users in CARM can request the creation of a new Kite group. Only Air Liquide employee people can be an owner. 1. Go to CARM 2. Click "Kite Groups & Shared Folders" 3. Click "Add K.I.T.E Group". 4. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM - Google Groups In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: if you are not sure if the user's password expired, we will show you how you can check in AD when the user has changed the password NOTE: Password needed be to updated every 90 days BEFORE YOU START: Make sure in AD the advanced view under view is checked STEPS: Open the tree: NOTE: Please don't look for the user directly (you won't have the attribute editor Navigate to the user entity - EU.CORP.AIRLIQUIDE.COM / Customer / Resources / Users NOTE: you can check the user to which customer belongs select the user then click on Attribute Editor - filterLook with the following word: When, and you will see WhenChanged LOGGING CATEGORISATION: Ticket template to be used: Business service: GIO - SEC - OKTA Configuration item: hostname Category: Application Subcategory: Support / Assistance TICKET TYPE:Incident ARTICLE TYPE:Process TEAM: L1
active, active directory, ad, airliquide, attribute, attribute editor, change, com, corp, date, de, directory, editor, english, expired, gasmi, hezharjoyo, issue, kaluny@as, login, mdp, mehdi, mot, mot de passe, okta, pass, passe, password, pw, pwd, reset
NaN
KB0026365
Gideons - How to amend Coeff Conversion
English
hezharjoyo.kaluny@as.corp.airliquide.com
9
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-08-11 9:03:10
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
3
2025-08-11 9:02:21
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: How to amend Coeff Conversion STEPS: Below are the steps on how to amend the Coeff Conversion 1) Navigate to Pricing > National Price List 2) Select Gas3) Enter Product Number (example : SJPHE0). Click Search button. 4) Select the price5) Click on "Edit National Price" 6) Go to "Conversion Factor" tab7) Amend the "Coeff. Conv(std)" 8) Click "Save" LOGGING CATEGORISATION: Ticket template to be used: NA Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
eApps - Why invoice details are not found for the DO in myGas
English
hezharjoyo.kaluny@as.corp.airliquide.com
15
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:30:58
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
3
2025-05-28 5:42:02
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Invoice details are not found for the DO in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: Follow the steps below to check if the invoices are updated in DO: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Orders & Deliveries to see the orders. 5. In the My Orders screen, click DELIVERIES tab. Use the following query to check the invoice details: select invoice_no from cp.Do_header where doc_no=#DOCNO# LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-EAPP-L2 ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: Fail to access to Scada showing runtime error STEPS: Open EDGE then put URL https://onescada.apps.airliquide.com/Add scada URL site in JAVA LOGGING CATEGORISATION: Business service: ALZ - APAC - Production Asset Configuration item: SCADA APAC - PROD Category: Application Subcategory: Functional / Technical issue Resolution Notes: Service desk will guide the user add the URL to exception list in java console TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: When upload the consumption in LTCBS, the following error message was encountered "Error occurred while uploading the excel file; Input string was not in a correct format". POSSIBLE CAUSES: One of the values in the Excel upload file was not given in the correct format, i.e. contains negative sign, value is formatted with text format, etc. STEPS: 1. Open the Excel upload source file 2. Look for the values in the Excel file that are not in the correct format. For example: Tiering volume is having a negative sign. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-APP-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
OBC Tablet - Notice/Warning: Message asking if you are trying to log in to Google
English
hezharjoyo.kaluny@as.corp.airliquide.com
4
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-09-01 10:29:09
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
0
2025-09-01 10:28:30
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Message asking if you are trying to log in to Google/Prompt Expired (English ver) Google?????????????????????? (Japan version) POSSIBLE CAUSES: There is a possibility that it will be displayed on the tablet during operation when setting up a new tablet. Clear from the ? button or task at the bottom of the screen OK (ignore) It is necessary to confirm whether it is displayed while using OBC or using the camera (22.10.05 It would be nice if only notifications were made during use.) BEFORE YOU START: Please check if below Barcode fonts is installed in PC Fonts folder(C:\Windows\Fonts). KsBarCodeCode39.ttf SBARC39.TTF SBARNW7.TTF If above fonts is not installed, copy the files from [\\jp-fstk2\it-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONSSetup\Fonts] And paste it to the local font folder C:\Windows\Fonts If the above steps did not solve the issue, install the related Active Control setup files as below steps. STEPS: Just swipe out the notification to ignore LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist to access it TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
EAPPS - E-EXPENSE - 404 - File or directory not found error
English
hezharjoyo.kaluny@as.corp.airliquide.com
146
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-20 7:57:32
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
389
2025-08-20 7:56:16
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Users reported they cannot access E-EXPENSE link with error message as per below screenshot: POSSIBLE CAUSES: 1) Always use HTTPS setting is enabled at Chrome's security 2) At site setting, the insecure content is set to default - Blocked STEPS: 1) Go to Chrome's security setting chrome://settings/security 2) Go to Advanced: Always use secure connections. Please ensure this is disabled. 3. Close the browser and reopen a new windows 4. Try access the link again If the above method does not resolve the issue, please proceed to perform the following steps: 1. Access to the site : 2. At first attempt, the error still show. 3. Go to Site Settings > Unsecured contents: change from Blocked to Allowed （to open the site settings, click the padlock icon on the left side of the page URL > select Site Settings ） JP:????????????? 4. Open [http://as-asc-eapps.as.corp.airliquide.com/expense/#/login] in a new tab. 5. Edit the URL in the bookmark for e-Expense as [ http://as-asc-eapps.as.corp.airliquide.com/expense/#/login] if needed LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: E-expense APAC - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: Service desk will remote in to users PC and troubleshoot the issue TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
404, airliquide, com, corp, directory, e-expense, e-expense - 404 - file or directory not found eorr, eapps, english, eorr, file, found, hezharjoyo, kaluny@as, noor, not, siti, wahab-sc
COUNTRY/REGION: AMEI-EGYPT ENTITY: BIS EUROPE SYMPTOMS: User calling to request access to E-Expense: access/account creation/account modification/report access. STEPS: Ask user to raise request through : Home > All Catalogs > IT> Applications> Business Application > E-Expense - User Requests LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Japan Month End Closing Reports are normally requesting by Japan's users after Month End Closing completed. BEFORE YOU START: The report extraction require access to: a) Oracle SQL Developer to JPPROD b) MEC Report folder to place the extracted MEC reports https://drive.google.com/drive/folders/0AIhijrT3s_8mUk9PVA STEPS: Please refer to the following link for sql query's reference: https://drive.google.com/drive/folders/1fUDr74gYHMHjxKMhjPSpgs7HisYey0vg For GL, Item Master, PC and Teagta refer to the following sql queries: For AP and Good Receipt Notification, please refer the following: Before start each query need to run:ALTER SESSION SET nls_language ='AMERICAN'; For each query need to select by company except for Teagta: GL ? JP01110 or JP01230AP ? Need to change inv_line.company_code = JP01110 or JP01230 (line 648)Item Master ? ALJ or ALKGPC Closing ? JP01110 or JP01230Teagta ? No need to select by company code After extract the report, export the report in .xlsx format in any folder that you have choose: Before transfer to MEC Report folder, make sure each file has been rename according to the format, please refer to each folder for reference. All files need to save in .xlsx format and for GL - ALJ file need to compressed in .7z format. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-APP-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User received login error when try to connect to Crystal report. BEFORE YOU START: 1. Go to "Control Panel" and check if Crystal Report 10 is installed or not. 2. Check if below folder exist or not. If the folder not exist, Oracle Crystal Report is not install yet. C:\app\client\user_profile\product\12.1.0\client_1 *user_profile is user ID firstname.lastname STEPS: 1. If Crystal Report 10 not exist in Control Panel, download the installer here and install the application. 2. If Oracle Report application is not installed yet, download the installer here and proceed with the next step. If Oracle Report application already installed on computer, please scroll down to How to uninstall Oracle Crystal Report. 3. Unzip the downloaded installer and open the folder. 4. Unzip winnt_12102_client32.zip file. 5. Open client32 folder and run setup.exe as admin 6. Select Administrator Installation 7. Choose "Use Windows Built-in Account" 8. If you see below screen, make sure to change the setting to the user_profile(firstname.lastname). 9. After installation, try to access to below folder one by one to make sure that no admin credential is required to access the folder. C:\app\client\user_profile\product\12.1.0\client_1\network\admin 10. Copy and paste the TNSNAME.ora from installer folder to above folder. How to uninstall Oracle Crystal Report 1. Check Oracle home path in Environment Variables > Path. You might need to double click on it to make sure that there is only one path or more. 2. Open the Oracle home location and find "deinstall" folder. Make sure that "deinstall.bat" file exist in the folder. 3. Open cmd as admin and change the directory to the "deinstall" folder. cd "deinstall folder location" 4. Input below command and press Enter. deinstall.bat 5. If you see below message, press ENTER. 6. If you see this message, input "y" and press ENTER. 7. Go to oracle crytal report home location and make sure that the user_profile has been deleted. If the oracle crystal report home location is "C:\app\client", make sure that the folder is empty. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle R12 NAM Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to uninstall/install crystal report TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Network drives - user needs more space on network / shared drive
English
hezharjoyo.kaluny@as.corp.airliquide.com
76
Changhou LOW-SC
Windows - Storage / Performance
Published
2025-09-29 14:48:11
5
GIO Service Desk
NaN
#########
NaN
BEC - Network Drive File Sharing
NaN
NaN
NaN
9
2025-06-02 5:27:33
#########
NaN
BEC-INFRA-EUDC-L3
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: E&C Yantai, User needs more space on network drive (for example: for a project) STEPS: Create the Incident request with the following information and assign to Onsite Team, according to End user location: - Name of the network drive Name of the user who requests more space on network driveName of the network driveWhole path of the folderincluding how many GB user needs LOGGING CATEGORISATION: Business service: BEC - Network Drive File Sharing Category: Devices Subcategory: Operating System Assignment group (if not L1): YNT : BEC-EUS-FS-YNT-L2 HGZ : BEC-EUS-FS-HGZ-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY:Canada ENTITY:BIS E&C SYMPTOMS: Air Liquide E&C Canada process for shared drive access. STEPS: If an E&C user from Canada calls to request access to a shared drive, we need to check the following with the user: 1. Ask the user to go to CARM and guide them to the correct request following the steps from KB0012352 - Windows Shared Drives - CARM Managed Access 2. If the given server does not appear in CARM, redirect user to MyITCorner and search for the Secured Shared Folder Access Request. The direct link to the form is HERE After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
Oracle - Change Purchase Order/Purchase Requisition status to Finally Closed
English
hezharjoyo.kaluny@as.corp.airliquide.com
344
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:31
5
GIO Service Desk
NaN
#########
5.00
BAP - HUB - ORACLE
NaN
NaN
NaN
207
2025-08-20 10:43:50
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User request to change Purchase Order/Purchase Requisition status to Finally Closed User request to cancel Purchase Order/Purchase Requisition POSSIBLE CAUSES: Most of the request make by user during month end closing. BEFORE YOU START: 1. Make sure the Purchase Order has been Closed in EPIC before proceed to Finally Closed in Oracle Require access to Purchasing > Manager role to have authority to Tools > Control. 2. To check if there's any pending invoice for the PO. Please run this query to check: SELECT h.org_id, h.vendor_id, o.name operating_unit, invoice_number invoice#, order_header_num po#, h.status, h.record_status, h.error_message header_error, l.error_message line_errorFROM cux.cux_coupa_inv_header h, cux.cux_coupa_inv_line l, apps.hr_operating_units oWHERE h.unique_id = l.unique_id AND h.id = l.id AND h.org_id = o.organization_id AND l.order_header_num = :po_number --If One PO --Comment this line If more than one PO to be checked --AND l.order_header_num IN ('PO1','PO2','PO3') --Uncomment this line If more than one PO to be checked AND NOT EXISTS ( SELECT 1 FROM apps.ap_invoices_all WHERE invoice_num = h.invoice_number AND org_id = h.org_id AND vendor_id = h.vendor_id ); If the SQL returns data, we should not Finally Close PO. The requester of the ticket should be informed along with the reason to check if the Invoice should be processed. If yes, the ticket should be routed to L2 Ora team and the invoice should be processed before Finally Closing the PO(s) STEPS: 1. Select Purchase Order > Tools > Control 2. Control document box will appear, select Finally Close and input the Reason: 3. A reminder will appear to confirm to proceed, select OK: 4. A notification will appear and inform that the process has been complete successfully: 5. To confirm, check the Purchase Order status has been changed to Finally Closed: 6. Email user to inform and close the ticket once user has confirmed. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User try to search report in ID0038 report in Oracle report, but the report results not appear. Only blank report can be seen. POSSIBLE CAUSES: Report not properly uploaded in the system. BEFORE YOU START: Remote to user PC to confirm the search condition that user use. STEPS: Try to search the report using the same condition that user useIf failed, try to change Operator for BATCH_NAME to Like and try to search again If the result still failed, need to check the report status in OracleOpen Common Upload Tool in Oracle as below Go to Transaction History tab and search the report. Below is an example Check the report status like below. If the status shows error or Validated the report is not properly uploaded yet. Proceed to next step. Check the checkbox and click on Revalidate and Process. Wait for about 1 minutes and check the status again. If the status is Processed user should be able to view the report in Oracle report. LOGGING CATEGORISATION: Business service: BAP HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will remote in to change the operator for batch name TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
GIDEONS MyGas - the customer cannot choose the new address
English
hezharjoyo.kaluny@as.corp.airliquide.com
59
Pawel WANDAS
Uncategorized
Published
2025-08-07 12:25:30
4
GIO Service Desk
NaN
#########
NaN
EE Customer & Distributor Data Management and Invoicing
NaN
NaN
NaN
15
2025-08-07 12:25:10
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:BG, RO, TUR ENTITY:All SYMPTOMS: A new delivery address has been defined for the customer, but the customer cannot choose the new address when creating an order. POSSIBLE CAUSES: It can be a data synchronization issue. STEPS: Ask screenshot(s) from the user about the issue. Assign the ticket to BAP-COE-GID-L2 team LOGGING CATEGORISATION: Business service: EE Customer & Distributor Data Management and Invoicing Configuration item: GIDEONS - Europe - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Lotus Notes installation and configuration. STEPS: Installation source on PROD: \\saai-gdmlp01\prod\e_00948_ibm_lotus-notes-6.5.5_en_6\source\e_00124-Lotus_Notes-Client-6.5.5-en\source Link to the full installation guide: https://drive.google.com/drive/folders/1TZhJff8_KdglItx0prDKDNLBBILEzV7H?usp=sharing Run setup.exe by admin rightsCreate folder "notes" and subfolder "data" on C: drive and install in C:\notes and C:\notes\dataBe sure to remove check from "Make Notes my default email program" before clicking InstallWhen the installation has been finished replace the C:\notes\data folder with the one backed up on user`s pc and also replace the C:notes\notes.iniLaunch Lotus Notes and test LOGGING CATEGORISATION: The related CATTASK must be managed TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1 or L1.5
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she would like to request for Windows Service account. BEFORE YOU START: The GIO request "Windows SVC High Privilege Account Management" must be raised in Service Now. Link of the request: https://airliquide.service-now.com/com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id=ad9885874f3692409864ca1f0310c727 Please note this is a GIO IT request. In case the user is not authorized to access the Catalogs, he/she needs to contact his/her manager or IT Approval or Budget Approval to raise the request on behalf of them. STEPS: 1. Go to Service Now: https://airliquide.service-now.com/navpage.do 2. Click Catalogs 3. Click GIO Services 4. Then click Business Apps Foundations > Identity & Access Management > CARM > Create, Delete, Extend, Modify a Windows SVC account 5.Ask user to fill out the form and submit it LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guided user to raise GIO request. In case of blank ESS Incident submitted by an end-user: Business service: GIO - EUS - Service Desk Configuration Item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted ARTICLE TYPE: FCR TEAM: L1
account, airliquide, bts, catalogs, com, corp, english, fernandez-sc, global, hezharjoyo, it for it catalogs, kaluny@as, mariacecelia, mms, now, request, service, service now, software, svc, windows, windows service, windows svc
NaN
KB0018613
Gmail - alias to be modified
English
hezharjoyo.kaluny@as.corp.airliquide.com
50
Harold OUSSET
Uncategorized
Published
2025-08-07 3:34:35
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
19
2025-08-07 3:34:17
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that an existing alias of a Gmail address should be modified due to wrong spelling STEPS: Create and incident ticket and assign the ticket to GIO-EUS-GOPS-DWP-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Account and Password Assignment group: GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, alias, be, com, corp, english, gmail, google, group, groups, harold, hezharjoyo, kaluny@as, modified, modify, ousset, spelling, to, wrong
NaN
KB0041058
CARM - Self password reset for SAP
English
hezharjoyo.kaluny@as.corp.airliquide.com
1451
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:31
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
1169
2025-07-07 4:41:27
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The following article describes the process for guiding a user to CARM to reset the password for SAP. BEFORE YOU START: Instructions can be shared with the user: https://docs.google.com/document/d/1dSDYOe1ENDK2wC981WOFn0hscT5nmIuu2vp2kHlqw9M/edit Articles can be shared with user: CARM - End-User Guide - How to change my accounts passwords ?CARM - End-User Guide - I need a new password for CARM, Google Kite, SAP, Windows, Windows Admin For other Self Service Password Reset Tools, see CARM - Self Service Password Reset Tools (Global) Users must always be connected to the Air Liquide network (LAN, Wi-Fi or VPN) in order to perform a password reset STEPS: Resetting Password in CARM 1. Ask user to login to CARM with SSO (if it is the first login, user needs to write the CARM credential) 2. Ask user to click on "Change Passwords" 4. Select the accounts to modify the password Applications: SAP Note: if the user changes her/his Windows password, the synchronisation can take up to 24 hours 5. Type a new password and click on "Submit" 6. The synchronization takes maximum 10 minutes. Ask user to test the new password. If any issues with the password reset, follow SAP Logon Password reset - If not working in CARM PLEASE NOTE!: Rule: Do not include weak words, meaning not include blacklisted words from the "Air Liquide world" Examples: Entities names (alehos), AL product (hydrogen), gas, Airliquide, simple combinaison (azerty, password, user name), etc. Here is the list of the blacklisted words : https://docs.google.com/spreadsheets/d/1trmE1KiSTfIbbNLIm35f1199QmyyiHccprOfmWD7tcg/edit#gid=0 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article provides information on how to proceed whenever an end-user would like to request accesses for their direct reports via CARM. BEFORE YOU START: Note, that requesting accesses for employees in CARM by their line managers is possible even before the starting day of the given employees, the prerequisites are an existing AD and CARM account. STEPS: 1.Guide the user who would like to request for accesses for their direct reports to https://carm.apps.airliquide.com 2.Ask the user to click on the 'My Team' tile on the CARM home page 3.Have the user select the employee for whom they would like to request for accesses 4.Have the user submit the request that they want LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Guided user to CARM and assisted with submitting the required request. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
access, airliquide, behalf, cao, carm, carm access, com, corp, direct, direct report, english, hezharjoyo, kaluny@as, manager, on behalf, report, reports, request, requesting, subordinate, vincent
NaN
KB0022467
GIDEONS - The meaning of DO record_stat
English
hezharjoyo.kaluny@as.corp.airliquide.com
14
Julia RAMLAN-SC
Uncategorized
Published
2025-07-30 5:52:44
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
3
2025-05-26 3:19:47
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: The meaning of DO record_stat BEFORE YOU START: Use this script SELECT RECORD_STAT, * FROM DO_HEADER_HISTORY WHERE DOC_NO = 'XXXXXX' SELECT RECORD_STAT, * FROM DO_HEADER WHERE DOC_NO = 'XXXXXX' STEPS: Please refer the following stages: RECORD_STATDescriptionsCConfirmed OrderDOrder has been printedHOrder on HoldEmpty / NULLOutstanding Orders LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
airliquide, com, corp, css, do, do record_stat, english, gideons, hezharjoyo, julia, kaluny@as, meaning, ramlan-sc, record, stat
NaN
KB0032964
Oracle- Change inventory organization periods
English
hezharjoyo.kaluny@as.corp.airliquide.com
37
Srichandra R-SC
Uncategorized
Published
2025-08-20 10:39:41
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
33
2025-08-20 10:38:07
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to change the inventory organization periods STEPS: Make sure whether the user had already access - if yes, guide user to reset the Use the following steps to check on pending transactions before the close of an inventory period: 1. Login into the Oracle application. 2. Navigate to find the pending transactions, Inventory Super User. 3. Select the Functions tab. 4. Expand Accounting Close Cycle. 5. Select Inventory Accounting Periods. 6. Select the inventory organization, for example: Code: AG1 and Name: IO_KR_AG1, for which the accounting periods are to be closed, on the Organizations screen. 7. Select Open in the Status column, on the Inventory Accounting Periods (AG1). 8. If want choose the difference inventory organization, Select Change Organization 9. Change the inventory organization, for example: Code: ALG and Name: IO_KR_ALG. ==> Next Click OK 10. Select Inventory Accounting Periods. 11. Select Open in the Status column, on the Inventory Accounting Periods (ALG). LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
DO NOT ATTACH THIS KNOWLEDGE ARTICLE TO TICKETS! OVERVIEW: What is myHR? Is a portal for user to manage payroll, leave, working time, etc. New User account creation and termination process Subcontractor/Business Partner account creation 1. Onboarding- Onboarding Process (APAC) KB0024084 2. Account creation: myHR (Workday) Account creation for employees without a kite account (APAC) - KB0025692 3. Offboarding - Offboarding Process (APAC) KB0024086 Full-Time Air Liquide employee account creation and termination process: 1. Account creation: CARM - How to onboard a new Internal employee in CARM (GLOBAL) - KB0038481 2. Account termination: CARM - How to request a departure (offboarding) of an internal user (GLOBAL) - KB0038482 myHR Services Browser embedded service, user can access it via browserSmartphone application available on public mobile app stores. Applicability: Internal users: Air Liquide employees To access myHR via Kite (desktop/laptop)? How to access myHR via Kite (desktop/laptop) with Single Sign-On? (GLOBAL) KB0021286How to Access myHR (Workday) via Mobile? How to Access myHR (Workday) via Mobile (smartphone /tablet) with Single-Sign On? (GLOBAL) KB0021287Access to myHR pages linking to personal Gmail account myHR (Workday) Access link to personal Gmail account (GLOBAL) KB0021321 Got an HR enquiry? Issue related to Payroll, leave, working time, etc How to call BSC HR (APAC) KB0021289 How to Chat with Live Agent for myHR Assistance (GLOBAL) KB0021291 Got a question on system log-in, connectivity and access issues? This is handle by L1 Service Desk, do not advise user to contact local HR. myHR system log-in, connectivity and access Issues (GLOBAL) KB0021293 Please follow the procedure below. If the condition is not there, do not create the user & cancel the task with the missing elements for the requester: For SG ALAM and KR-ALEKO, please create as normal as they are not yet on Work day until further notice All subcontractors (-SC) or (-BP) are not concerned by this procedure. SD should create account in CARM for this employees Reminder: When users state that the user's workday account is all completed but the CARM account is not created then it can be assigned to the CARM L2 queue. Typically the requesters will be from the Talent Acquisition team (recruitment). If user will request to assign ticket to AMS team, please assign to BCF-GHR-MYHR-GROUP-IT Please use below template under resolution notes if you advising users to contact HR BSC ---------------------------------------------------------------------------------------------------------------------------------------------------------------- Hi, This issue is managed by HR BSC. You may refer to below link to log a ticket with HR BSC or Chat with them via 'Live Agent Chat'. https://airliquide.service-now.com/esc?id=esc_al_knowledge_home --------------------------------------------------------------------------------------------------------------------------------------------------
PISA SALES, PISA PLUGIN, Pisa Reports - Information
English
hezharjoyo.kaluny@as.corp.airliquide.com
7
Mateusz DREHER
Uncategorized
Published
2025-09-29 14:33:26
5
GIO Service Desk
NaN
#########
NaN
BEC - PISA
NaN
NaN
NaN
0
2025-05-26 3:28:54
#########
NaN
BEC-ALAIR-L3
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: Users wants to have some information about application or data (info about backups, development date, backlog, pending tickets) STEPS: Assign request to BEC-PISA-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - PISA Configuration item: PISA SALES, PISA PLUGIN, Pisa Reports - PROD Category: Application Subcategory: Support / Assistance Assignment group: BEC-PISA-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is reporting that product not available.\ STEPS: 1. Check stock in dbo.STOCK table SELECT * FROM dbo.STOCK WHERE AGENT_NO = #AGENT_NO# 2. Check product in dbo.PRODUCT table SELECT * FROM dbo.PRODUCT WHERE PROD_NO= #PROD_NO# 3. Check product in dbo.PRODUCT_AVAILABILITY table SELECT * FROM dbo.PRODUCT_AVAILABILITY WHERE LOCATION_ID= #AGENT_LOCATION_ID# AND PROD_NO = #PROD_NO# LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, alnet, available, com, corp, deepak, eapps, english, hasani-sc, hezharjoyo, kaluny@as, not, product, product not available
NaN
KB0020226
BTS Telemetry Issues or requests
English
hezharjoyo.kaluny@as.corp.airliquide.com
35
Marine PEREZ
Uncategorized
Published
2025-09-29 14:32:24
5
GIO Service Desk
NaN
#########
NaN
ALZ - Remote Asset
NaN
NaN
NaN
10
2025-09-12 5:17:24
#########
NaN
ALZ-AME-GCS-Remote Assets-L2
COUNTRY/REGION:AUSTRALIA ENTITY:BIS APAC SYMPTOMS: Any issues or requests related to Telemetry for Australia. STEPS: Anything Telemetry related for Australia will be Akhil's domain (Akhil.Atur@airliquide.com). Guide user to directly contact Akhil Atur. Telemetry on call number, please use +33 1 40 88 95 69 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Redirected user to directly contact Akhil Atur In case of blank ESS Incident submitted by an end-user: Business service: ALZ - Remote Asset Configuration Item: Telemetry devices - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User's external drive was encrypted automatically USB asking for a Bitlocker recovery key POSSIBLE CAUSES: Unexpected behavior of the Dell Data Protection automatically encrypted external drives when they were connected to an Air Liquide PC. BEFORE YOU START: You will need to remote into the user's computer for the following. To start and stop any services, open services.msc as admin. STEPS: 1. Decrypt the external device: - Get recovery key from the Dell Data Protection Console - Unlock external drive - Stop DellMgMTAgent Service - Start and finish decryption - Start DellMgMTAgent Service 2. Make sure that the PC receives the new GPO to avoid that it happens again: - connect to the AL network - start the Dell Data Security Console - minimize the Dell Data Security Console - in the Icon Tray right click on the Dell Data Security Icon and check for policy updates LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of the PC Category: Devices Subcategory: Security Resolution Notes: User was assisted to access the External Drive. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Gideons - Email notification is not working in Debit/Credit Note workflow
English
hezharjoyo.kaluny@as.corp.airliquide.com
49
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:07
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
43
2025-07-14 5:07:50
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Email notification is not working in Debit/Credit Note workflow. STEPS: 1. Check if the email address is set in AL Security for the approver and requester 2. Launch SYS module and navigate to Approval Rule 3. Check if the email send functionality is enabled. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Google Docs/Sheets - Printing issues/Issues with print preview
English
hezharjoyo.kaluny@as.corp.airliquide.com
62
Noemi SZUCS-SC
Printing / Devices
Published
2025-08-01 4:27:15
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
25
2025-08-01 4:25:33
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is reporting missing content when printing some tables from Google docs and/or Spreadsheet. Issues with print preview in Google Chrome. BEFORE YOU START: On L1: Troubleshoot the printing issue generally (does the printer work, is it a multiple user issue, does the printing work from other applications, test page, and other basic troubleshooting steps as per printing KBs). Please assign to L1.5 if KO. STEPS: L1.5 SCOPE!1. Update Google Chrome to the latest version.Check Google Chrome version in chrome://settings/help and if required, update it to the latest version as per KB0015894 - Google Chrome - Chrome is not updating automatically/Manual update (EU) [L1.5 SCOPE] Most recent version is Chrome 97 that will start to be pushed on devices in the end of January 2022.2. Make sure OS and printer/related drivers are updated.3. Force group policy update on user's PC. Open cmd with admin rights and type gpupdate /force then press enter. Wait until the update is finished. Restart the PC.4. If needed, Cleartype troubleshooting. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Bug Assignment group (if not L1): L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Windows - How to maximize the size of an application window
English
hezharjoyo.kaluny@as.corp.airliquide.com
20
Maik GERHARDS
Windows - Storage / Performance
Published
2025-09-29 12:51:51
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
5
2025-07-02 5:09:49
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: How to maximize the size of an application window POSSIBLE CAUSES: User does not know how to change the size of an application window STEPS: User will be able to change the size of the application window with the small square icon in the upper right corner of the window. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: User has been guided how to change the size of the browser window. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is unable to deploy upgrades on Gitlab /GitLab Runners / Sonarqube / Nexus or experiencing any other kind of bug/defect within the application. STEPS: Assign incident to GIO-CS-EUR-SOFTWAREFACTORY-L3. LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Software Factory Category: Application Subcategory: Availability and Performance Issue Configuration item: GITLAB - PROD Assignment group (if not L1): GIO-CS-EUR-SOFTWAREFACTORY-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
EPIC - Error shows "the billing account or segment(s) are inactive or invalid"
English
hezharjoyo.kaluny@as.corp.airliquide.com
219
Julia RAMLAN-SC
Uncategorized
Published
2025-07-07 11:21:36
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
173
2025-07-07 11:21:00
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Error shows "the billing account or segment(s) are inactive or invalid" when submit requisition/purchase order in EPIC. POSSIBLE CAUSES: The project assigned to the COA combination is Inactive. Refer INC1314932. BEFORE YOU START: Have access to Oracle Project and EPIC STEPS: In EPIC > Setup > Check the COA combination status, if Inactive please check the project status. However if Active, advise user to resubmit the request again. EPIC > Setup > Lookup Value to search for the project number status. If the status is Active, escalate to BAP-COE-EPIC-L2. However, if not Active please check the project status in Oracle. Normally if the project Inactive in EPIC caused by project expiry date. Advise user to contact FSSC team to extend the date. Once the date has been extended in Oracle, please check again project and COA combination status in EPIC. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update the project expiry date TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5
account, airliquide, billing, coa, coa combination, com, combination, corp, english, epic, hezharjoyo, inactive, invalid, julia, kaluny@as, oracle, project, ramlan-sc, segment, shows, the billing account or segment(s) are inactive or invalid
NaN
KB0020313
MyITcorner - Request membership in an AD group
English
hezharjoyo.kaluny@as.corp.airliquide.com
484
Laurence AZERRAD
Uncategorized
Published
2025-07-30 12:28:58
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
158
2025-06-11 8:31:48
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has access to a server, network drive, AL network through VPN, or an application etc. The access is active but cannot use his access. Most possibly user is not in the right AD group. STEPS: A GIO request has to be raised via Catalogs to be added to the required AD group. (note that GIO request can only be raised by IT Approval or Budget Approval, Helpdesk agents and other people with special IT rights.) Home > All Catalogs > GIO Services > Business Apps Foundations > Identity & Access Management > Active Directory > Add / remove Active Directory Groups Members LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Situation: Support / Assistance Resolution Notes: Request opened in MyITcorner and sent for approval. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
access, active, active directory, ad, add, add / remove, airliquide, aws, azerrad, catalog, com, corp, directory, english, gio, group, groups, hezharjoyo, kaluny@as, laurence, members, membership, myitcorner, remove, request, security, security group, security group access, server, server ad
NaN
KB0039634
GTS - Barcode Already Exist but Not Found in GTS
English
hezharjoyo.kaluny@as.corp.airliquide.com
139
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-20 7:03:10
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GTS
NaN
NaN
NaN
96
2025-08-20 7:02:08
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported that they want to perform initialization but received error 'Barcode Already Exist' but they cannot find it in GTS POSSIBLE CAUSES: 1. The barcode has been updated to another barcode. System has the old barcode recorded in cylinder event table when change barcode is performed. 2. When user try to initialize barcode, system has condition to check in backend whether the barcode exists in cylinder/ cylinder event table. 3. According business validations, we cant use the same barcode again STEPS: Check the cylinder event data for the barcode using the following query: SELECT * FROM [SVX].[CYLINDER_EVENT] WHERE BARCODE_NO = 'UC3ETDL' ORDER BY EVENT_DATE DESC LOGGING CATEGORISATION: Business service: BAP - HUB GTS Configuration Item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, already, barcode, barcode already exist but not found in gts, but, com, corp, english, exist, found, gts, hezharjoyo, kaluny@as, noor, not, siti, wahab-sc
NaN
KB0022688
Password generator- Windows password reset
English
hezharjoyo.kaluny@as.corp.airliquide.com
266
Guillaume CHIROL
Windows - Storage / Performance
Published
2025-07-30 11:34:33
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
100
2025-03-27 7:45:58
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS: SD needs to generate password for password resets for end users. BEFORE YOU START: 0. If user is at home, follow Windows Account - Windows Password Reset Process (Global) 1. In Active Directory check if the account of user is locker or expired - if NOT locked and NOT expired - reset NT password of the user. Follow the NT password reset by following the Authentication process by creating ticket in Service Now. NOTE: User can call for a password reset only on behalf of his/herself based on the security policies! User must be in the Air Liquide office, must be connected with network cable to the Air Liquide network to synchronize correctly when you do the NT password reset! If account expired, go to article KB0041513 - Windows Account - Expired If account locked, go to article KB0011364 - Windows Account - Can Not Access - NT (windows) account locked (GLOBAL) If account not locked, not expired but NT password reset does not solve the problem, check article PC out of domain If none of cases is solving the issue, check the cable if plugged correctly, ask user to re-plug, check if yellow and green is flashing and lighting - if yellow red it meant user has no network connection with that cable. User should be connected to the AL network by cable to synchronise successfully!!! STEPS: 1. Generate a password with Password generator: https://passwordsgenerator.net/ Click again on Generate password if it doesn`t give you a known special character. 2. Reset the user`s password in AD with the generated password. ARTICLE TYPE: Process TEAM: L1
BTS eApps - Why order is not converted to DO in myGas
English
hezharjoyo.kaluny@as.corp.airliquide.com
20
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:30:59
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
19
2025-05-28 5:50:13
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Order with Special delivery date not converted to DO in myGas. Customer requested date is not in the working schedule and will be treated as a special delivery date. Order will not convert to DO automatically. Customer Service Unit (CSU) needs to validate the order in the myGAS internal site to convert order into DO. POSSIBLE CAUSES: Operations/Data issue. STEPS: Follow the steps below to check the orders with special delivery date: 1. Login to myGas internal site. 1. Click Orders. The Manage Order screen appears. 3. Under the Pending Orders tab, check the orders listed below. 4. In the Next Action column, click Special Delivery Date. The View Order Validations dialog box opens. 5. Click to add the customer number. 6. Click Update to update the address. The update confirmation message appears. Use the following query to check the working schedule dates: select * from cp.working_schedule where Location_id=LOCATION and Map_ref=#REF LOGGING CATEGORISATION: Business service: BAP - HUB - myGas Configuration Item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, bts, com, converted, corp, date, deepak, delivery, do, eapps, english, hasani-sc, hezharjoyo, kaluny@as, mygas, not, order, order not converted to do, special, special delivery date, why
NaN
KB0052849
Service Desk - Call Script
English
hezharjoyo.kaluny@as.corp.airliquide.com
32
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-07-02 4:24:04
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
2
2025-07-02 4:19:02
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: GIO SYMPTOMS: The following article describes the call script for APACs SD BEFORE YOU START: To achieve the best call quality, please follow the standard call script from the below hyperlink. It is Mandatory to identify the user's detail upon receiving the call: End-users full name End-user's location End-user's contact number STEPS: Kindly please use the standardize call script by languages. LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Follow standardize call script by languages ARTICLE TYPE: Process TEAM: L1
GTS PDT device connection with pair printers with steps
English
hezharjoyo.kaluny@as.corp.airliquide.com
19
NaN
Printing / Devices
Published
2025-05-15 13:04:31
5
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-05-15 4:32:40
#########
NaN
GIO-EUS-SD-APAC-L1
GTS PDT device connection with pair printer User has facing the printer is not able to connect with the GTS application, then service desk team guide to below steps then the user can able to undershoot.The COE team, who had the printer, was only able to do this process. 1. 15 or 20 second Long press to the printer(MP-B30) power button, then only printer name showing to the PDT or mobile phone 2. PDT device or mobile device Bluetooth must be On 3. Pair to the Devices 4. Login to the GTS application and home screen right side corner setting button to select 5. Setting > Connections > 6. Connections> Printer > no paired the printers 7. Connections > Printer > Paired Devices... > 8. Connections > Printer > Paired Devices... > Select the printer model 9. Connections> Bluetooth Barcode Scanner > Select 10. Connections>Bluetooth Barcode Scanner > Paired Devices...>MP-B30 to select 11. Finally the Bluetooth paired to the printer MP-B30 12. GTS menu > Distribution > Delivery > Download consignment > Select Consignment > Start Of Consignment > Load Adjustment > Customers > Customer Delivery > Delivery Note Details > (Delivery or Return Barcodes scanning) > Delivery Summary > Signature > Printer pageThe orders cylinders delivered to the customers to get the printer after signature page1st one save to the order and 2nd is printer to the delivery to the orders with print 13. If the issue is occurring again, please un-pair and pair again
airliquide, com, connect, connection, corp, device, english, gts, gts device connect to printers, gts device pair to printers, gts pdt device connection with pair printers with steps, hardware, hezharjoyo, how, how to connect pdt device with printer, how to pair pdt device to printer, kaluny@as, pair, pdt, pdt device connect to printers, pdt device pair to printers, printer, printers, steps, wifi
NaN
KB0041445
IBM/TIVOLI - Access Request
English
hezharjoyo.kaluny@as.corp.airliquide.com
49
J'Rose MATUTINA-SC
Uncategorized
Published
2025-08-06 4:43:48
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
11
2025-08-06 4:42:21
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC _ SYMPTOMS: Request to have access to TIVOLI/IBM https://carm.apps.airliquide.com/itim/console/jsp/logon/Login.jsp to reset CARM credentials for end-users STEPS: 1. Login to CARM. 2. Go to My Access tab > choose "Request new access" and select from the Tab the option CARM Roles. 3. Choose role > put justification > click submit my request Note: You can check status of the request in "My Request" tab, if request is pending for approval, you can find info who should approve it (you can chase this person to approve the request). LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling because the SAP account's validity date has expired STEPS: 1. Guide the user to CARM > My Access 2. Choose the (relevant) SAP account and click on the three dots, then on 'Edit' to see the details. 3. Click on the 'End Date' and ask the user to select another date using the calendar. ATTENTION: Make sure that the SAP Job(s) expiration date is also updated if it is available in CARM! 4. After choosing the new date, please type a justification, then click on 'Submit' to finish the procedure and raise the request. 5. User can check their request under My Request to get information about the requests' state. Please note: This procedure can be used in case if the account is still active (it takes a bit of time for the system to change its state), in case of an inactive account guide the user to raise a request for reactivation : KB0011698 6.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access/ Rights Resolution Notes: Show where to go request submitted.
account, airliquide, albis, albis account, cao, carm, chorus, com, corp, cpa, date, english, expired, extend, extended, extension, hezharjoyo, kaluny@as, opa, opera, opera account, p49, p49 validity date expired, sap, sap account, sap account expired, sap expired, software, uk, validity, vincent
NaN
KB0026371
PDA - Any issue or request (ITALY BIS HOME HEALTHCARE)
English
hezharjoyo.kaluny@as.corp.airliquide.com
30
Marco BARRACO
Uncategorized
Published
2025-08-25 4:09:56
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
4
2025-08-25 4:09:34
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION: *EU ENTITY: BIS HOME HEALTHCARE SYMPTOM An Italian Bis Home Healthcare user calls for any PDA issue or request (enrollment, hardware issue, application issue, etc). STEPS: Redirect the user to Gaia Manara, she will handle the issue/request. Open and close a ticket as per the below categorization. 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to point of contact. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: How to Update Data Warehouse (DWH) Cost Calculation BEFORE YOU START: This Data warehouse job is only for Japan. POSSIBLE CAUSES: Trip upload failure causing the trip status set to 101. STEPS: 1. At SQL Server, go to Jobs and search for DWH Job 2. Right-Click at DWH Job and choose Start Job at Step ... 3. Wait for Job to finish and inform users of Job completion LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to order new PC (laptop/desktop) via My IT Corner for a new joiner or replacement in case if the user wants to have a different type of pc than he had previously. BEFORE YOU START: In case user is requesting for any "special" laptop specification requirement, please get them to submit the request accordingly and remind users to notate the reason and justification in the request which they are about to raise. Failure to do so will result in the Request to be rejected. STEPS: Guide user to My IT Corner (User raises the request on his pc, we only guide him!) Direct link : https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=ab6cf5dfdb9f5054b35b949adb9619c6&sysparm_category=d06c99334fe742009864ca1f0310c7c5 For APAC: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=18eb9ddedb1ef590f1ad466215961996 For APAC End-user, please also share this article regarding "DIT-APAC- End User PC Allocation Policy". The purpose of this policy is to establish guidelines for the allocation of PC assets to end users within the APAC organization. The policy aims to ensure efficient allocation of resources based on job roles and requirements. Only IT Managers can order shared devices and secondary devices in MyItCorner! Normal users do not have these options: End users can only raise the "Newcomer" request in MyItCorner! See the steps below: 2. Ask user to click on "Devices" and "Laptop" 3. After click on "Order a new computer". 4. Guide the user to fill out the request and choose "New comer" from Drop down list: "Target function of the computer". 5. At the end click on "Order Now". 6. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via MyITCorner ARTICLE TYPE: FCR TEAM: L1
airliquide, com, computer, corner, corp, desktop, dieter, english, hardware, heming, hezharjoyo, kaluny@as, laptop, learn, my, my it corner, myit, myit corner, new, new pc, oder, order, order a new pc, ordering, pc, replace, request
NaN
KB0018544
Chrome - Remove Chrome Notification Ads
English
hezharjoyo.kaluny@as.corp.airliquide.com
14
Guillaume CHIROL
Uncategorized
Published
2025-08-04 8:10:14
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
8
2025-08-04 8:08:25
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user wants to remove notification ads in the Chrome browser How to remove popups POSSIBLE CAUSES: User may have accidentally allowed the notifications when accessing a site. STEPS: 1. Identify the site causing the popups, it will be listed on the popup 2. Click on the 3 dots to pull up the chrome menu and go to the Settings menu 3. Scroll down and click on Site Settings 4. Scroll down and click on Notifications 5. Scroll down to the Allow section and look for the site that is causing the popups and click the 3 dots next to it 6. Click Block 7. Check the Allow list for any other sites that you do not recognize or want notifications from and block them as well LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: SD performed above troubleshoot steps to resolve the issue TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance to set up Windows Hello as authenticator for Okta Verify. BEFORE YOU START: It is highly recommended setting up Windows Hello as an authentication method for Okta, in addition to the Okta Verify mobile app. Make sure Windows Hello is already set up on user`s computer. Check the related article KB0027490 for details. STEPS: 1. From a browser, user must sign in to the Okta Dashboard at https://login.airliquide.com. If user is unable to sign in due to "Unable to sign in" error it might be due to following reasons: User entered wrong username/password (ask user to login by Air Liquide email address and Windows password)User`s account is locked out (follow: KB0028602) 2. From the Okta Home page, click user`s name and then click Settings. 3. Scroll down to Security Methods and click Set up next to Security Key or Biometric. (The user will be prompted to authenticate in case he/she has enrolled anything else than password) 4. Follow the prompts by clicking Set up. 5. To finalize the setup user must enter the Windows Hello PIN. 6. Now the user can use the Windows Hello PIN for Okta authentication. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment Assistance Request details: Device Type: Windows deviceReason: According to your case In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Okta Enrollment Assistance form submitted.
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: After installing the update KB5021233, some Windows devices might start up to an error (0xc000021a) with a blue screen. This error can be caused by windows expecting the driver hidparse.sys in a different folder. In order to copy the driver to the correct folder follow the steps below. STEPS: Before you performed any troubleshoot steps below, please advice user to reboot the computer first. 1. Open a command prompt in recovery mode 1.1 Enter Recovery Mode If not done so automatically enter the windows recovery mode. 1.2. Enter Troubleshooting On the menu click on Troubleshoot 1.3 Open Command Prompt Under Advanced Option click on Command Prompt to open a cmd window 2. Copy hidparse.sys 2.1 Copy hidparse.sys to System32 Folder In the command prompt enter the following command: xcopy C:\windows\system32\drivers\hidparse.sys C:\windows\system32\hidparse.sys 2.2 Exit the command prompt Type in the following command to exit the command prompt: exit 3. Reboot Click on Continue to reboot the system LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Host name Category: Devices Subcategory: Operating System Assignment group (if not L1): Onsite TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User wants to have access to the CTWALK application. New account is needed. STEPS: Assign an Incident to BEC-CTWALK-L2. LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - CTWALK Configuration item: CTWALK - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BEC-CTWALK-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User request to update Inventory Item Organization (Example: INC1086647) POSSIBLE CAUSES: The Inventory Organization was not assigned to the requested Inventory Item. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: Check the inventory item status in Oracle: 1. Should be Available and Active 2. If the requested Inventory Item Organization has not been assigned to the inventory item, check/select the Inventory Item Organization. STEPS: 1. Login EPIC 2. Select Setup > Supplier > Items 3. Search by Item Number and click icon 'Pencil' under Action: 4. Update the Organization at Inventory Org and Save: 5. Get user confirmation and close once confirmed available for Purchase Requisition. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update the inventory organization TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
GIDEONS - Unable to create an approved CN request in Gideons Web
English
hezharjoyo.kaluny@as.corp.airliquide.com
77
Siti Noor WAHAB-SC
Uncategorized
Published
2025-07-30 5:52:50
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
56
2025-07-02 8:46:12
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User reported that after CN is approved, the create Credit Note button is greyed off and user is unable to create. POSSIBLE CAUSES: The credit note has been generated for this CN request and that's why the create credit note button is greyed off. STEPS: 1) Using this query, please check the status of the CREDITNOTE_REQUEST_STATUS. SELECT INVOICE_NO,CREDITNOTE_REQUEST_STATUS,* FROM CREDITNOTE_APPLICATION_HEAD WHERE APPLICATION_ID = 'XXXXX' CREDITNOTE_REQUEST_STATUS = G (Generated)CREDITNOTE_REQUEST_STATUS = N (New)2) Using the same query above, please check the invoice_no if the value is not null. LOGGING CATEGORISATION: Ticket template to be used: NONE Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: AVAILABILITY Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
airliquide, approved, cn, com, corp, create, credit, credit note, english, gideons, hezharjoyo, kaluny@as, noor, note, request, siti, unable, unable to create an approved cn request in gideons web, wahab-sc, web
NaN
KB0022243
VNC Cloud - How to remote a PC that is not connected to AL network
English
hezharjoyo.kaluny@as.corp.airliquide.com
663
Guillaume CHIROL
Network / Connectivity
Published
2025-08-04 8:03:59
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
79
2025-08-04 8:02:24
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
REGION:GLOBAL ENTITY:ALL SYMPTOMS: A remote connection is needed for troubleshooting, however user is not connected to the AL network nor VPN (Ivanti) POSSIBLE CAUSES: User is working remotely BEFORE YOU START: 1.- Take in consideration next prerequisites: Access to realvncTOTP (Temporal one time pass) app (authy, google authenticator, etc)Access to ServiceNow RealVNC Cloud account In order to activate your RealVNC Cloud account please follow THIS guide. NOTE: The account setup requires 2 step verification which can be done by any authentication app like google authenticator... To use the authenticator chrome extension click here To use Authy windows application click here Once the RealVNC Cloud account is setup you find detailed steps in THIS usage guide. 2.- USER MUST BE CONNECTED TO ANY OTHER NETWORK THROUGH CABLE OR WIFI STEPS: 1. Login to VNC with your VNC Cloud credentials: You can either use an authentication apps/extension or the backup code file for the 2step verification 2. After this you are ready to remote PCs using the hostname only. IMPORTANT: As shown in screenshot below, to find the computer and get access to it you must select "Air_Liquide_IT" group on the left list. You need to authenticate using the local admin account Giolac, see WINDOWS - How to check GIOLac password (GLOBAL) Username: .\giolac PW: needs to be recovered from the LAPS UI console. Open LAPS console as a different user (ADM credentials)put the hostname in the CompuetrName filed and hit search If the PW has already expired you can extend the date from "New expiration time" For Healthcare users the PW is: Please contact with Floorwalker. ARTICLE TYPE: Process TEAM: L1
air, airliquide, al, chirol, cloud, com, connected, connection, console, corp, english, giolac, guillaume, hardware, hezharjoyo, how, kaluny@as, laps, liquide, network, no, not, password, pc, remote, ui, username, vnc, vnc cloud giolac password username laps ui console ui vnc cloud remote no vpn connection no air liquide network, vpn, wifi
NaN
KB0033424
Bar+ - Unable access to Bar+ portal
English
hezharjoyo.kaluny@as.corp.airliquide.com
166
Srichandra R-SC
Uncategorized
Published
2025-09-18 10:54:39
4
GIO Service Desk
NaN
#########
4.25
BAP - HUB - BAR+
NaN
NaN
NaN
102
2025-09-18 10:53:41
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: a) User reported unable to access to Bar+ b) User stuck at the login page with error message - "User has to be registered! Please contact admin." c) User able to login but unable to create prospect due to Rep Name does not listed under Owner. POSSIBLE CAUSES: 1. Sales rep has not been assigned to their own default rep ID in AL Security Manager. 2. The email address in not updated with the latest email address in AL Security Manager. BEFORE YOU START: Make sure to check the account in AL Security is still valid. (Usually, the default year when creating the account is 2070). STEPS: 1. Login to AL Security Manager. 2. Choose Application > Gideons and select Country 3. On the main menu, select Users > Search for the user ID. 4. Select the User ID > click Edit. 5. Navigate to Sales Reps. tab. 6. Search for the Sales Rep. Name or Rep ID. 7. Select the checkbox under "Select" and "Default". 8. Click the Save button on the top corner of the window. User login details saved successfully. Other possible cause is the email address recorded in AL Security is no longer in use. 1. Open user's setting in AL Security Manager and check the Email field. 2. You can check the correct/updated email address in CARM portal or can directly ask the user. 3. Update the email accordingly and save. LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: File explorer crash after it has been started. STEPS: 1.Go to Control Panel -> choose File Explorer Options 2. Click on the Clear button on the General tab, than click on OK. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Devices Subcategory: Operating System Resolution Notes: SD resolve the issue by perform above troubleshoot TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, changhou, com, corp, crash, crashing, does, does not open, english, explorer, file, file explorer, hezharjoyo, kaluny@as, keeps, keeps loading, loading, low-sc, not, not responding, open, responding, software, windows, windows explorer
NaN
KB0016599
Windows - Client Patching
English
hezharjoyo.kaluny@as.corp.airliquide.com
30
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:34:29
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
6
2025-02-18 6:57:30
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User received a prompt "Reboot required by Air Liquide IT. Air Liquide IT has applied a critical update to your computer. Would you like to reboot now?" POSSIBLE CAUSES: The attempt to patch computers will run every two hours. In case Air Liquide internal network is discovered (VPN established), nothing will happen. In case Air Liquide internal network is NOT discovered (VPN disconnected), dedicated and AL defined patches relevant for the Windows 10 Version/build will be downloaded through any available internet connection (not through VPN) from Microsoft servers to the client and installed. STEPS: Once the patch installation is finished, the below notification is displayed. Pressing "No" will suppress the reboot (reminder every 2 hours)Pressing "Yes" will initiate the reboot, thus be sure the End User saved his work. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Situation: OS - Update (patch or CUP) [Ad Hoc Request] Resolution Notes: User was assisted to deal with the client patching TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AMEI ENTITY:BIS APAC SYMPTOMS: User needs access to eTrans SolutionGetting Password Error when logging in to eTransWebsite/Application is not runningError when loading the pageGetting EM: Error communicating with backendUnable to access eTrans Portal Website URL: https://v7.etranssolutions.com/S06 STEPS: Login Access request / Issue: User has to contact eTrans Support via https://etranssolutions.com/contact/Create an Incident and close. If user is having an issue accessing the website (EM: Site can't be reached, EM: Error communicating with backend), Log the ticket as INC and troubleshoot following the Internet access/connectivity KB. Check Zscaler if enabledClear cache and delete browsing historyRun CMD:ipconfig/alltracert [website/ip address]ping [website/ip address]When was the last successful access:Connected to LAN/WIFI:Connected through External or AL network:How many users are affected: LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Service Desk will guide user on how to contact eTrans Support TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Google Groups - not receiving messages from any Group
English
hezharjoyo.kaluny@as.corp.airliquide.com
70
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:59
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
13
2025-07-11 6:23:08
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Group member is not receiving messages from any Group POSSIBLE CAUSES: Google Groups user is in bounce state BEFORE YOU START: Prerequisite: User is in bounce state at group members list on Groups Interface. https://groups.google.com/a/airliquide.com/g/group/members (Orange triangle with Exclamation mark ! next to the user. ) STEPS: User needs to go here https://groups.google.com/my-groups?pli=1&global-settings=1 OR Directly from the Groups settings: LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will guide the user to change the settings TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, any, bounce, com, corp, english, google, google group, group, group bounce, group messages, group not receiving messages, groups, harold, hezharjoyo, kaluny@as, messages, not, ousset, receiving
NaN
KB0017941
eApps - Unable to login and showing a message "Incorrect username or password" in myGas
English
hezharjoyo.kaluny@as.corp.airliquide.com
22
Deepak HASANI-SC
Uncategorized
Published
2025-08-12 5:07:36
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
10
2025-08-12 5:07:26
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to login and showing a message "Incorrect username or password" in myGas POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: 1. AL User needs to login to an internal site. 2. Make sure the customer is active. Use the following query to check if user is active or not: select Active_status from cps.user_login where userid='USERID'): 3. Make sure user id and password do not have leading or trailing spaces. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User calls that he/she is facing an issue with CoStar. E.g.: Cannot access. Errors inside the application STEPS: Advise user to fill up the Google Docs to get connected with support team for account creation. (Please chose: Costar (Glad) for the concerned system. Can send user details https://docs.google.com/presentation/d/1jlceBAgF_LQvmkO4dNLtmClAXjaPtUE_hBq7IDb2PH0/edit#slide=id.g497f358f36_0_594 7.- After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Redirecting to 3rd party support In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Installation / Deployment Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When receiving a call from an Air Liquide user STEPS: Call Opening Verbatim: Thank you for calling the Air Liquide Service Desk,State your name "This is [Agent Name]""My name is [Agent Name]" Remember: Air Liquide is pronounced as Air Li Keed 1. Verify account "May I have your first and last name please?""May I have your callback number?""May I have your email address please, Air Liquide or Airgas?""May I have the City you are located in? ""Are you calling from the office or remote?""Thank you! How can I help you today?" 2. Get and Acknowledge the concern Thank you [End-users Name (EU)] for this information, how may I help you?How many users are affected? if applicable (Identify if the impact is multiple or all users on a site)Can you still work on some of your task or you cant work at all? Paraphrase the issue when appropriate "Have you called about this before?" 3. Obtain existing ticket number if available 4. Offer Assistance Make the user know and feel confident that they will be helped. Ill be more than happy to help you with that.You called the right person.Lets solve your issue together. 5. Set Expectations - Remember to provide your plan in resolving the EU concern including the steps that youre taking and expected time of completion. [EU], here are the things that were going to do and it may take us [expected time of completion]. Lets go ahead and fix your concern. 6. Troubleshoot Provide easy to follow steps and as much as possible, avoid jargons. Make sure to involve the user when troubleshooting for them to feel that this is a team effort. 7. Summarize Now that we have resolved the issue, to sum it up, you called us about [state issue], right? And here are the steps that weve done to fix it [summarize the resolution]. Call closing Mandatory: Here is your ticket number as reference for this issue, [ticket number].Can I set this ticket to [work status] status? Thank you [EU].Offer further assistance Is there anything else I can help you with? Offer Survey "You will receive a survey about this assistance. Please take a moment and provide your feedback. Thank You "Verbatim: Thank you for calling the Air Liquide Service Desk.Greetings "Have a good day!""Have a great day!""Have a wonderful day!""Have an astonishing day!" LOGGING CATEGORISATION: None involved, process guide ARTICLE TYPE: Process
account, adhoc, agent, agent name, airliquide, back, call, call back, call flow, callback, chat, chirol, closing, com, corp, desk, end, end user, english, first, flow, guillaume, help desk, hezharjoyo, incident, intake, kaluny@as, last, logging, name, outage, problem, procedure, process, reference, sd, service, service desk, telephone, thank you, verify, you
NaN
KB0044523
SAP Logon - unable to change black theme
English
hezharjoyo.kaluny@as.corp.airliquide.com
16
Maik GERHARDS
Uncategorized
Published
2025-09-29 13:00:51
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
3
2025-01-27 9:40:21
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: SAP Logon is black, but when changing theme as per KB0025784, nothing happens. STEPS: Repair app in Apps & features settings by clicking on "Modify". LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname of user's PC Situation: Application (middleware) corrupted TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, black, change, com, corp, english, gerhards, gui, hezharjoyo, kaluny@as, logon, maik, modify, not, not working, repair, sap, sap gui, sap logon, settings, software, theme, unable, visual, working
NaN
KB0041889
Windows - cannot connect to multiple networks at the same time
English
hezharjoyo.kaluny@as.corp.airliquide.com
59
Maik GERHARDS
Windows - Storage / Performance
Published
2025-09-08 6:25:40
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
4
2025-09-08 6:24:54
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User reports that he/she is unable to connect to a domain as well as to a non-domain network at the same time. POSSIBLE CAUSES: As per request of the Security Team In 2022, a policy was implemented that prevents computers to connect to non-domain networks while being connected to domain authenticated network. STEPS: Inform the user accordingly and close the ticket. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Connectivity Resolution Notes: Informed user that as per the policy connection to non-domain networks while being connected to domain authenticated network is not possible. ARTICLE TYPE: FCR TEAM: L1
airliquide, at, can, cannot, com, connect, connections, corp, domain, english, gerhards, hezharjoyo, kaluny@as, lan, maik, multiple, network, networks, non, non-domain, not, same, several, simultaneously, software, time, two, wifi, windows
NaN
KB0051286
CUP 11 - Windows 11 Upgrade - Finalization pop-up
English
hezharjoyo.kaluny@as.corp.airliquide.com
393
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:35:34
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
90
2025-06-24 8:52:42
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: In case that the cup 11 was successful and user complains about reappearing Windows 11 Upgrade - Finalization pop-up that says: Just a moment ... Windows is preparing the last configuration steps for the configuration steps for the upgrade to Windows 11. After setup, a final reboot is required. You will receive another pop-up window to confirm the restart! STEPS: 1.Open Task Scheduler as administrator. 2. Click in the Task Scheduler Library, search for CUP2023FinalPopups and Delete it. 3. Click YES, then ask the user to restart the PC. After you delete the task the Final Pop-up won't appear anymore. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System Assignment group: For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5For AMER: GIO-EUS-SD-AME-L1.5For AMER/APAC: GIO-EUS-GOPS-USER-DEVICES-L3 TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Oracle is down and APAC end-users unable to access POSSIBLE CAUSES: The connection reset is happening due to the memory leak issues in OA Core managed serversThere was Heap Memory issue in oa_core2 serviceNone of the recommended connection leak patches are applied (RCA) in our Oracle currently. It is now recommended to apply the 11 patches mentioned below. Patch 27055912:R12.OAM.C Patch 26965182:R12.FND.C -CONNECTION LEAKS AT _PAGES.__GWY._JSPSERVICE Patch 26709462:R12.FWK.C - TST1227:CONN LEAK @ ORACLE.APPS.FND.OAM.SDK.COMMON.OAMHANDLER.GETLOOKANDFEELPRO Patch 25232083:R12.BNE.C Patch 26724120:R12.OWF.C - 1OFF:12.2.6:CONNECTION LEAKS WHILE EXECUTING SERVICES FROM TEST CLIENT Patch 26724104:R12.OWF.C - 1OFF:12.2.6:CONNECTION LEAK@ORACLE.APPS.FND.WF.APPS.WORKFLOWCONTEXT. WorkflowContext.class Patch 26926617:R12.FWK.C - EXTRA JDBC CONNECTION CAUSING A LEAK WITH GETWFJDBCCONNECTION() Patch 27508480:R12.WSH.C - CONNECTION LEAKS FROM WSH.SERVLET.REQUESTRATES : Patch 28831943:R12.FND.C - RESOLVES CONNECTION LEAKS FOUND IN OAERRORPAGE.JSP AND WEBREQUESTUTIL Patch 26516349:R12.PER.C - CONNECTION LEAK IN PERSON IMAGE SERVLET : Patch 23752065:R12.OTA.C - INT:ORACLE LEARNING MANAGEMENT RUNNING OUT OF DATA SOURCE CONNECTIONS This is a known bug in the product; missing bug fix patches. BEFORE YOU START: Please see INC1452769 for ticket reference STEPS: Kindly follow the steps from this Major Incident Report for further troubleshooting LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-ORA-L2 TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L2
airliquide, apac, apac oracle, com, corp, down, english, hezhar, hezharjoyo, incident, joyo, kaluny-sc, kaluny@as, major, major incident report - oracle system down, major incident report - oracle system down apac, oracle, oracle down, oracle system down, report, system
NaN
KB0020001
Bar+ - How to assign the SalesRep ID to SalesManager
English
hezharjoyo.kaluny@as.corp.airliquide.com
24
Changhou LOW-SC
Uncategorized
Published
2025-09-02 11:28:44
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BAR+
NaN
NaN
NaN
2
2025-09-02 11:28:15
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: China ENTITY: BIS APAC SYMPTOMS: User report that he\she unable to view other sales rep STEPS: Login to AL SecurityChoose the Application to Gideons and the country Security > security Manager > UserFind the username then click on Edit Go to Sales Reps Tab and tick the Rep ID as request by user (User need to provide the sales Rep ID, if user no provide, please contact back to user) Click on Save once done Note : "Default" no need tick if assign the sales rep ID to a sales Manager LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: BAP - HUB - BAR+ Category: Application Subcategory: Access Resolution Notes: Modify the access of user in AL security. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User's ADM Windows account got expired. STEPS: Guide user to CARM to change the expiry date. CARM --> My accesses--> click on the Windows ADM account of the user --> Change the expiry date--> Click on submit Will required manager approval, status can be verified in My Requests Note: -for external users 6 months -for internal Al employee 12 months After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
EAPPS - CIMS - User has been registered but cannot login
English
hezharjoyo.kaluny@as.corp.airliquide.com
170
Julia RAMLAN-SC
Uncategorized
Published
2025-09-12 5:38:54
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - CIMS \ eIMS
NaN
NaN
NaN
144
2025-09-12 5:38:33
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: 1) User reported received the following error when try to access CIMS 'You've already registered' POSSIBLE CAUSES: 1) User's registration has not been approved by the Facility Manager. STEPS: 1) Use this script to check user's default facility ID entered during registration USE SECURITY SELECT * FROM [ES2].[USERS] WHERE EMAIL_ADDRESS = 'XXXXXXX' SELECT DEFAULT_FACILITY_ID, * FROM [ES2].[USER_REGISTRATION] WHERE EMAIL_ADDRESS = 'XXXXXXXX' 2) Check who is the facility manager of the facility. Go to Facility Management: 3. Advise user to contact the Facility Manager to approve their registration: 4. Guide facility manager to approve user's registration. Please check at User Management > New registration screen. Find the user and click Approve: LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - CIMS \ eIMS Configuration item: eApplication - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Intelligent Hub (Airwatch) - Access for the Agents
English
hezharjoyo.kaluny@as.corp.airliquide.com
133
Baris Kutay OVUN-SC
Uncategorized
Published
2025-07-30 6:16:38
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
106
2025-06-23 4:11:16
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: A new joiner requires access to Workspace One Admin Console. BEFORE YOU START: This KB is describes an internal process and it is meant for Service Desk reference only. Agents NT Admin account needs to be created already and working properly. Once the Workspace One Admin Console account is created, it can be activated as per KB0021410. Shall you need help to reset the password of the Admin Console, please refer to KB0053070 STEPS: The WS1 admin account can be requested via CATALOG request: GIO Services > End-User Workplace > Device managementWorkspace One - Administrator Account Management ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Request to add Enable Withholding tax POSSIBLE CAUSES: Allow Withholding Tax should be enable in supplier header level. BEFORE YOU START: Have access to Oracle access : Need have supplier information : Supplier number STEPS: 1.Navigate to Purchasing Admin user->Supplier Base->Supplier 2. Then go to supplier page > Find the supplier> click Go 3.Go to Tax Details link > Allow Withholding Tax should be enable in supplier header level and scroll down 4. In supplier site level also need to be enable Allow Withholding Tax check box and click save 5. System prompt message as per below its means system already save. ' Confirmation Changes to Tax Details have been saved'. 6. Inform to user withholding tax is enable. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: How to find the IP address using VNC server on the user's pc. STEPS: Describe the series of tasks that the user must do to solve the problem VNC (always use this instead of CMD) 1. Ask the user to click on the little arrow next the clock/time on bottom right of the screen 2. Double click on the VNC 'V2 blue icon' and below connectivity the user will see the correct IP. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Device Subcategory: Support / Assistance Resolution Notes: Guide user to check in VNC Service TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
10, address, airliquide, com, corp, english, find, gerhards, hezharjoyo, how, how to find ip, ip, ip address, ip address on windows 10, kaluny@as, maik, software, vnc, windows
NaN
KB0021570
ASP - Functional issue, Bug/Defect
English
hezharjoyo.kaluny@as.corp.airliquide.com
3
Mateusz DREHER
Uncategorized
Published
2025-06-02 5:31:10
4
GIO Service Desk
NaN
#########
NaN
BEC - ASP
NaN
NaN
NaN
0
2025-06-02 5:30:24
#########
NaN
BEC-ALAIR-L3
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User reports a functional issue or bug/defect regarding the ASP application. STEPS: Assign an incident to BEC-ASP-L3. LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - ASP Configuration item: ASP - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEC-ASP-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
PDA NEHOMES device - missing voice mail notifications
English
hezharjoyo.kaluny@as.corp.airliquide.com
28
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-07-29 18:11:15
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
13
2024-12-20 3:16:20
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: The user not receiving voice mail notifications on the pda. STEPS: Ask the user to contact with ORANGE (the number is 706) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Situation: How-To/Question [Ad Hoc Request] Resolution Notes: Redirected user to ORANGE support. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User requests a new feature, new report or other not existing services in AITS. STEPS: Assign an Incident to BEC-AITS-L3. LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - AITS Configuration item: AITS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEC-AITS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
GIDEONS - CIS - How to add department and branch for user's account
English
hezharjoyo.kaluny@as.corp.airliquide.com
71
Siti Noor WAHAB-SC
Uncategorized
Published
2025-07-30 5:52:47
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - CIS
NaN
NaN
NaN
33
2025-06-02 12:14:16
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: 1) User is not assigned to the correct depot 2) You receive error when opening user's CIS account because you are not assigned to the same depot as user POSSIBLE CAUSES: 1) User request to add the department and branch at their CIS account 2) Or user reported they cannot access the department/branch in CIS STEPS: 1) Confirm with user are they belong to IM or EL depot then check user's depot setting and assign accordingly. Please be informed in CIS, only ONE depot is allowed to be assigned at a time. If we assign 2 depot (CIS-IM and CIS-EL) together, system will prompt an error and you have to raise an incident for HUB IT for data fix 2) If you received this error when opening the user's account, this means that you are assigned to a different depot than user's depot. You have to update your depot first to match to user's depot. Then only you can open the user's account. Please refer to this video on how to resolve it. 3) Then you can assign the Branch and Department user requested. You can scroll to find the department or use Find function (click Ctrl +F). You can assign multiple branch and departments to user. The department and branch list is different for each depot. Therefore kindly make sure you have assigned user the correct depot. BRANCH DEPARTMENT LOGGING CATEGORISATION: Business service: BAP - HUB CIS Configuration item: CIS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
account, add, airliquide, branch, cis, cis - how to add deparment and branch for user's account, com, corp, deparment, department, english, gideons, hezharjoyo, how, kaluny@as, noor, siti, wahab-sc
NaN
KB0013626
Google Meet - Link of the Meeting Is not Visible ?n the Invitation
English
hezharjoyo.kaluny@as.corp.airliquide.com
31
Harold OUSSET
Uncategorized
Published
2025-09-22 4:34:23
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
15
2025-09-22 4:30:56
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When user creates a new invitation and never used meet before then the url of the meeting does not appear in the invitation to join the meeting as it was in the hangout. STEPS: The person who created the invitation has to go to the details of the invitation and in the add Google Meet video conferencing option add "google meet" manually. After this was added the url of the meeting will appear in the invitation and both people will be able to join the Google meet conf call, and in the next meeting invitations this option will be there automatically. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: MeetContext: SD assist user by troubleshoot the Google Meet invitation In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, com, corp, english, google, google meet hangout no url for joining the meeting from invitation, hangout, harold, hezharjoyo, invitation, joining, kaluny@as, kite, kite meet hangout, link, meet, meeting, no, not, ousset, url, visible
NaN
KB0020472
BRAVO How to check list of valid driver expiration dates
English
hezharjoyo.kaluny@as.corp.airliquide.com
3
Norasikin SHAH-SC
Uncategorized
Published
2025-08-25 4:07:40
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
3
2025-08-25 4:06:58
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC STEPS: Access to below link http://as-jp-wptk8/JAGBLK/DirectShareReports/SQL_RUN.aspx?ID=1000000620 If ID and password is required, input windows credential. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD ARTICLE TYPE: Process TEAM: L1
SYMPTOMS: User request to extend project date BEFORE YOU START: Have access to Project Manager and the project is enable to update. STEPS: 1. Search for the project number, click Find and Open. 2. Update the Trans Duration end date to the requested date and Save: 3. Get user confirmation and close once confirmed. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user need assistance on what is the roles in CARM they need to choose when submitting the access request. STEPS: Please guide the use following the below roles.User can have multiple roles. Name Description Access Rights RFQ Requester This role will be assigned to user affiliates product managers.He can browse catalogs, raise RFQ Will be able to access all internal DB field, as well as any information related to RFQs that were raised by his entity RFQ Validator This role will be assigned to Product Directors at the WBL level, Theyre in charge of approving or rejecting RFQ and defining molecule strategy levels. Will be able to access all internal and restricted DB fields, and all RFQs. Molecule Catalog Input This user will be the product manager or sourcing manager of a Source Affiliate or WBL. Their role is to add new molecules to the catalog. Will be able to access all internal and restricted DB fields related to his list of Affiliates molecules Molecule SPEC Input This will be the Product Manager or Quality Specialist of the Source Affiliate in charge of managing product specifications Will be able to access all internal and restricted DB fields related to his list of Affiliates molecules Molecule SPEC validator This will be the Product Manager or Quality Manager of the Source Affiliate in charge of approving product specifications Will be able to access all internal and restricted DB fields related to his list of Affiliates molecules Molecule APP input This person, will be able to define what is the actual purchase price of a molecule Will be able to access all internal and restricted DB fields related to his list of Affiliates molecules Molecule ATP input This person, will be able to define what is the actual transfer price of a molecule Will be able to access all internal and restricted DB fields related to his list of Affiliates molecules Molecule Catalog Validator This user will be Product & Sourcing Director or Quality Director or Sourcing Affiliate management and in charge of validating new catalog items Will be able to access all internal and restricted DB fields related to his list of Affiliates molecules Molecule Quotation Provider This role will be assigned to Source Affiliate Product Manager in charge of making offers in response to RFQ. Will be able to access all internal and restricted DB fields related to his list of Affiliates molecules and all RFQs assigned to matching Source Affiliates. Molecule Quotation Validator Product & Sourcing Director and Quality Director at the WBL level or Sourcing Affiliate management will be in charge of validating molecule quotations. Will be able to access all internal and restricted DB fields related to his list of Affiliates molecules all RFQs assigned to matching Source Affiliates. Logistic Catalog Input This role will be assigned to Source Affiliate / ALGEM / User Affiliate in charge of supply chain. Enter the affiliates logistic service offer to the catalog. Will be able to access all internal and restricted DB fields related to his list of Affiliates logistic services. Logistic Catalog Validator This role will be assigned to Source Affiliate Management / ALGEM Management / User Affiliate Management in charge of supply chain. Enter the affiliates logistic service offer to the catalog. Will be able to access all internal and restricted DB fields related to his list of Affiliates logistic services. Logistic Quotation Provider This role will be assigned to Source Affiliate / ALGEM / User Affiliate in charge of supply chain. Enter the right logistic service offer to an RFQs. Will be able to access all internal and restricted DB fields related to his list of Affiliates logistic services and all RFQs assigned to matching Source Affiliates. Logistic Quotation Validator ALGEM and all affiliates, management in charge of validating Logistic services quotations. Will be able to access all internal and restricted DB fields related to his list of Affiliates logistic services and all RFQs assigned to matching Source Affiliates. Risk Assessor This role will be assigned to Source Affiliate Will be able to input comment on risk LOGGING CATEGORISATION: Open an SDR request : Show where to go ---> CARM IN CASE OF ESS: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: SD will guide user on which roles they need to submit ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION: China ENTITY: BIS E&C SYMPTOMS: Lists of Software that end user can request Standard / Default Software List: MS Excel Autodesk DWG2018 Viewer DWG viewer 2017 Ivanti (formerly Pulse Secure) PDF Creator Adobe Acrobat Reader Power BI (can be download from google) Java Application PDFill PDF Tools 9.0 PDF Exchange Editor Classic shell Bentley view v8i Dell data security console Greenshot Snipping tool Sougou input Ciba dictionary Citrix workspace SAP Logon pad 7-Zip Ghostscript Google chrome MOOS Project viewer RealVNC Symantec Endpoint Protection Symantec DLO desktop agent Filezilla ftp client Smartsketch viewer Keepass Kernel outlook pst viewer Non-Standard Software List: MS Word MS Project MS Visio MS Access Nuance PDF Professional Nuance PDF creator Power BI Government Affairs Software Security, taxation, customs, social security, banking, etc. EIT tools: Global applications: Caesar II, HYSYS, PDS, Pvelite, Smartplant 3D, Smartplant Foundation, Smartplant INS, Smartplant Material, Smartplant PID, Smartsketch, Tekla, Aspen Basic Engineering，PFR FRNC, PFR Reformer-3, KED, HTRI Local application: Autocad, Navisworks Manage, Conval, ETAP, Microstation, Nozzle pro, PHAST, RAM, StaadPro, SW6, Oracle, Phast, Solidworks，Zhongwang CAD. Note: For standard softwares, users can call SD support directly, no request is needed. For non-standard softwares, Carm manager is the 1st approval; 2nd approval is budget approval BEC-SOFT-GYNT-APPROVAL(IT applications to Ma Min-ming.ma@airliquide.com, EIT applications to Fu guodong-guo-dong.fu@airliquide.com) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported that they see wrong facility at their CIMS homepage STEPS: Advise user to provide the correct facility or check at CARM for the facility assigned to userUpdate user' facility. Go to User Management > Search for the user > Add the correct facility and set it as default LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - CIMS \ eIMS Configuration item: eApplication - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Salesforce - Access on tablet, mobile phone or personal device with Okta
English
hezharjoyo.kaluny@as.corp.airliquide.com
232
Margherita MANZELLA
OKTA / Mobile Enrollment
Published
2025-09-29 13:40:16
5
GIO Service Desk
NaN
#########
NaN
Customer relationship Management
NaN
NaN
NaN
125
2025-06-23 4:30:15
#########
NaN
BEU-CRM
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User needs to access to Salesforce on tablet, mobile phone or personal computer (NOT on a business device which is connected to AL network) STEPS: 1. User needs to open the following website in Google Chrome (on tablet/mobile phone/personal computer) https://airliquide-eu-im.my.salesforce.com 2. User will be redirected to OKTA fist - Ask user to write her/his email address to authenticate her/himself as per KB0028505 LOGGING CATEGORISATION: Business service: Customer relationship Management Configuration item: SALESFORCE IM EUROPE - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to access salesforce in a mobile device using OKTA. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
1 time pass, access, airliquide, com, computer, corp, device, english, hardware, hezharjoyo, kaluny@as, manzella, margherita, mobile, okta, pass, personal, personal computer, phone, salesforce, tablet, time
NaN
KB0051900
BitLocker - Add/Remove PIN in Windows11
English
hezharjoyo.kaluny@as.corp.airliquide.com
118
Maik GERHARDS
Windows - Storage / Performance
Published
2025-08-01 3:39:11
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
13
2025-08-01 3:37:16
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article describes how a BitLocker PIN can be added or removed under Windows 11. BEFORE YOU START: With the migration to Windows 11, the Dell Data Protection Agent will be removed and by default, PCs do not have a BitLocker pre-boot PIN. The PIN is optional and can be manually added or removed using the Control Panel. STEPS: How to add a BitLocker PIN: 1. To add BitLocker PIN open the Windows control panel open the applet Bitlocker Drive Encryption in the Control Panel. 2. Click on Change how drive is unlocked at startup 3. Click on Enter a PIN 4. Enter a PIN between 8-20 digits long. Characters are not allowed How to remove a BitLocker PIN: 1. To remove BitLocker PIN open the Windows control panel open the applet Bitlocker Drive Encryption in the Control Panel. 2. Click on Change how drive is unlocked at startup 3. Click on Let Bitlocker automatically unlock my drive. This will remove the Bitlocker PIN and will use the TPM chip to secure the drive. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: Assisted Windows 11 user to add/remove BitLocker PIN ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: After Windows 11 Upgrade, the user is receiving error messages at startup that a driver could not be loaded. POSSIBLE CAUSES: The communication between the operating system and a device collapses when the driver is missing or undetected. Driver update, Memory integrity, etc., are the main reasons the driver cannot load on a PC. STEPS: Open CMD as Administrator on the user's PC and Run the following commands (TIP: Each command might take around 2-5 minutes, so it is advised to open an elevated window for each command to gain time, running them simoultanously)Sfc /ScanNowDISM /Online /Cleanup-Image /ScanHealthDism /Online /Cleanup-image /RestoreHealth You can test if the issue is resolved via a reboot. Specific driver issues: Below steps are applicable in case the driver in question is: ftdibus.sys Driver has been taken from > https://ftdichip.com/drivers/vcp-drivers/ 1. Click here to download > 2.12.36.4U CDM-v2.12.36.4.U-WHQL-Certified.zip 2. Unzip the content to a new Folder. 3. Open devmgmt.msc as admin. 4. Locate the device that needs the driver then Click > Properties > Driver > Update Driver > Browse my computer for drivers > Let me pick from a list of available drivers on my computer. 5. Click Have disk... then browse and select folder that contain the drivers. 6. Select UMFT4222PROG , then next to install. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory : Operating System Assignment group: L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
11, a driver can't load on this device, airliquide, can, com, corp, cup, cup 11, device, driver, english, error, ftdibus, ftdibus.sys, gerhards, hardware, hezharjoyo, issue, kaluny@as, load, maik, pop, pop up, software, sys, up, win, windows
NaN
KB0020739
NAVISION - weblinks and servers
English
hezharjoyo.kaluny@as.corp.airliquide.com
193
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:32
5
GIO Service Desk
NaN
#########
NaN
BAMEI - Navision - Application
NaN
NaN
NaN
92
2025-06-18 4:36:23
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: NAV APP Server is used for connection to Navision through Citrix. NAV WEB Server is used for the web application. NAV SQL Server is for the hard client ( Navision application installed on the computer). STEPS: Hereby a list of Weblinks and servers for Navision: PreProddbmasterserver.751797520593.eu.aws.airliquide.com10.154.40.40NAV SQL ServerSSMS via NAV PPRD APP SERVERUP 24/7SQL Instance : MSSQLSERVERTCP 1433Prodnavision-app-prd-1.987811361105.eu.aws.airliquide.com10.154.40.163NAV APP Server 1RDP from SIME-JUMPP02UP 24/7Prodnavision-app-prd-2.987811361105.eu.aws.airliquide.com10.154.40.222NAV APP Server 2RDP from SIME-JUMPP02UP 24/7Prodnavision-web-prd-4.987811361105.eu.aws.airliquide.com10.154.40.184NAV WEB Server 4RDP from SIME-JUMPP02Down from 7 PM to 7 AMProdnavision-web-prd-1.987811361105.eu.aws.airliquide.com10.154.40.151NAV WEB Server 1RDP from SIME-JUMPP02UP 24/7Prodnavision-web-prd-2.987811361105.eu.aws.airliquide.com10.154.40.198NAV WEB Server 2RDP from SIME-JUMPP02UP 24/7Prodnavision-web-prd-3.987811361105.eu.aws.airliquide.com10.154.40.175NAV WEB Server 3RDP from SIME-JUMPP02Down from 7 PM to 7 AMProddbmasterserver.987811361105.eu.aws.airliquide.com10.154.40.137NAV SQL Server 1SSMS via NAV PROD APP SERVERUP 24/7SQL Instance : MSSQLSERVERTCP 1433Proddbfailoverserver.987811361105.eu.aws.airliquide.com10.154.40.205NAV SQL Server 2SSMS via NAV PROD APP SERVER UP 24/7SQL Instance : MSSQLSERVERTCP 1433 Congo localhost:7046/DynamicsNAV90 https://amei-navision.eu.corp.airliquide.com/DynamicsNAV90 ALMENA localhost:9346/ALMENA https://amei-navision.eu.corp.airliquide.com/ALMENA GASAL localhost:9046/GASAL https://amei-navision.eu.corp.airliquide.com/GASAL/WebClient/?company=Gasal%20Q.S.C MAROC localhost:7056/ALM https://amei-navision.eu.corp.airliquide.com/ALM/ CAMEROUN localhost:7146/ALCAM https://amei-navision.eu.corp.airliquide.com/ALCAM Tunisie localhost:7446/ALt https://mynavision.apps.airliquide.com/ALT/WebClient/Default.aspx?company=ALTN-ALTS South Africa https://mynavisionssa.apps.airliquide.com:7046/DynamicsNAV90 ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: The Helpdesk agent needs to copy files (e.g installation source) on the user's machine and the Citrix connection is slow/the files are too large. STEPS: The PROD server can be opened on the user's machine with the ADM credentials. Go to the computer, click on map a new network drive, map the prod: \\saai-gdmlp01\prod untick the 'Reconnect at logon' possibility, and tick the 'Connect using different credentials' Once the copy of the files is done, close the PROD server by right clicking on it in Windows Explorer and click Disconnect. In CMD: net use P: \\saai-gdmlp01\prod adminpassword /user:alfrgis\adminusername /persistent:yes ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS User would like to cancel PO in Coupa STEPS: Get the PO number and attach in the ticket LOGGING CATEGORISATION: Business service: BAP - HUB - EPICConfiguration Item: EPIC - PROD Category: ApplicationSubcategory: Data issue Assignment group: GIO-EUS-APP-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Remote Desktop Connection/Gateway (RDC/RDG) - Getting access right to the servers
English
hezharjoyo.kaluny@as.corp.airliquide.com
70
NaN
Uncategorized
Published
2025-08-05 9:29:39
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
6
2025-08-05 9:28:46
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC _ SYMPTOMS: The user is experiencing issues while trying to connect to the servers for the first time. POSSIBLE CAUSES: The user has yet to be added into the correct AD group to be able to access the servers. BEFORE YOU START: 1. The user will be required to make a request to add his/her ADM account into the correct AD group. 2. The user may refer to his/her CARM Manager regarding the AD Group name for specific server access. Once they've added into the correct AD group, they should be able to get access to the remote service via RDG and/or Pulse Jump. 3. The user doesn't require to request access to RDG and/or Pulse Jump separately, because the access to the RDG and/or Pulse Jump is assigned when the server access AD group is created by the manager. STEPS: 1. Advise the user to submit a request via myITcorner: https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D860b41c74f3692409864ca1f0310c793%26sysparm_link_parent%3D1708f9123798f780e1a4cea954990ed8%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dtext_search 2. Fill out the necessary details with: - Specify the request type: Add a member to an AD group - Specify Windows account: ADM_firstname.lastname - Specify your AD group name: Please refer to the AD group name here: https://docs.google.com/spreadsheets/d/1aw6S3eTXDTl0wkhTMlGgNf70iDh0jD7xZqYQJMGXZH8/edit?gid=551885489#gid=551885489 3. Justification: Provide a business justification, and Submit. Important: If the user doesn't have access to the above link, please advise the user to contact their manager to submit the request on their behalf or SD can help to submit with the necessary details provided by the user. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. PLEASE ENSURE THAT THE 'REQUESTED FOR' FIELD CONTAINS THE END-USER'S NAME. Request to be used: MyITCorner Assistance Request details: For which Topic: Find a catalog itemExplanation: Guidance to MyITCorner In the event of a blank ESS incident submitted by the end user, please use the followings: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Situation: Support / Assistance Resolution Notes: Advised the user to submit a request via MyITCorner to be added into the correct AD group. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS APAC _ SYMPTOMS: User is having issue with contract price BEFORE YOU START: Check if the customer has any Contract Price https://as-gidpa-gcc.as.corp.airliquide.com/GideonsWeb/China/WebClient/#/mdi/contract/contracts SQL Queries : USE ALCHINA SELECT * FROM [dbo].[CONTRACT_PRICE] WHERE CONT_NO = '111267' AND PROD_NO = 'FB0059' SELECT INV_PRICE_1, * FROM [dbo].[CONTRACT_PRICE_AUDIT] WHERE CONT_NO = '111267' AND PROD_NO = 'FB0059' ORDER BY ID DESC STEPS: SQL Queries : USE ALCHINA SELECT QUANTITY, PRICE_ITEM, TOTAL_LINE, TOT_SALES_TAX, * FROM INVOICE_LINE WHERE INVOICE_NO = 'X25403' SELECT TAX_PERC, TAX_SALES_VALUE,* FROM Gvw_Rpt_Invoice_GetDetailsForChecking WHERE INVOICE_NO = 'X25403' SELECT * FROM INVOICE_HEAD WHERE INVOICE_NO = 'X25403' Calculations : Total Line = Contract Price = 10,000 Total Sales Tax = Tax Percentage x Total Line = 13.00% x 10,000 = 1,300 Total Invoice = Total Line + Total Sales Tax = 10,000 + 1,300 = 11,300 LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
GIDEONS - SYS - How to remove approval level from workflow setting
English
hezharjoyo.kaluny@as.corp.airliquide.com
25
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-20 6:15:10
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
9
2025-08-20 6:14:16
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC _ SYMPTOMS: How to remove approval level from workflow setting in GIDEONS SYS? BEFORE YOU START: Use this script to check the details of the workflow e.g the department, the rule name, the user ID, the group name STEPS: 1) Open SYS application 2) Go to Maintenance > Approval Rule > Modify 3) Based on the details found in the query above, please proceed to find the rule name of the requested rule which user would like to modify 4) Click on the level which need to be removed and click the (-) button 5) Update the No of Level (from 2 to 1 in this case) 6) Click save 7) The approval will now become 1 level approval only instead on 2. 8) Run the above query again to confirm the changes has been saved accordingly. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, approval, approval level, approval rule, com, corp, department, english, gideons, group, group name, hezharjoyo, how, how to remove approval level from workflow setting in sys?, kaluny@as, level, name, noor, remove, rule, rule name, setting, siti, sys, wahab-sc, workflow
NaN
KB0028554
CARM- How to deactivate Permanent Employee's account
English
hezharjoyo.kaluny@as.corp.airliquide.com
53
Miranti NINGRUM-SC
Uncategorized
Published
2025-07-31 15:50:03
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
12
2025-06-23 4:14:57
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If the HR is contacting SD to deactivate permanent employees account STEPS: Inform HR to do it in CARM Go to My CARM Search for the user. Click on the user profile. In 'Specific status' tab click on (Leave of absence with deactivation) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted. ARTICLE TYPE: FCR TEAM: L1
GIO-CS-AMER-Application and Desktop Virtualization
NaN
NaN
NaN
2
2025-08-26 11:57:42
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NaN
GIO-CS-AMER-CITRIX-L2
REGION:AME ENTITY:Airgas SYMPTOMS: This article provides information on how to handle issues with the Calgaz Sage application. STEPS: During Business Hours Support (Monday to Friday from 7AM - 9PM ET): Users should be redirected to CHD (Airgas HD please refer to KB0013706) Emergency Out of business Hours Support: In case of issues with AWS SAGE Infrastructure, users will contact Air Liquide Americas Service Desk requesting for a P1 ticket and asking for MOD (Manager On Duty KB0044309) It is important that whenever you receive such a contact, the P1 needs to be created immediately based on the below categorization and the MOD needs to be engaged as per the above referenced KB! LOGGING CATEGORISATION: Business service: GIO-CS-AMER-Application and Desktop Virtualization Category: Application Subcategory: Availability and Performance Issue Assignment group: GIO-CS-AMER-AWS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY:Republic of the Congo ENTITY:BIS AMEI SYMPTOMS: This article aims to describe processes related to printer management in the Republic of the Congo that belong to the Local Team of the country. BEFORE YOU START: There is no MPS solution in place, there are several network printers and USB printers as well, the WCA Printer Fleet File can be found HERE. STEPS: User creation and maintenance In order to be able to use the available network printers, the users need to have an account created on the individual printer's portal. IMPORTANT: Account creation and maintenance is performed by the Local IT Team, for the Service Desk the portals are used for consultation purposes only. STEP1: Each portal is accessible by typing the individual printer's IP address into a web browser, login is required to access the portal: STEP2: After logging in, you can check whether the user is maintained already using the 'Authorisations' option. If user is not available yet, assign the ticket to GIO-EUS-SD-AMEI-L1.5 Questions/concerns about monthly printing quota According to the contract with the provider of the printers, there is a monthly limit on how many pages can be printed per printer. In order not to surpass the limit, each user has a monthly quota set on their account. In case the user has any questions or concerns regarding their quota, please assign an Adhoc to GIO-EUS-SD-AMEI-L1.5 with the user details and the exact question/demand of the user. Hardware issues In case of potential hardware issues, assign the ticket to GIO-EUS-SD-AMEI-L1.5 LOGGING CATEGORISATION: Business service: BAMEI-Local printers Category: Devices Subcategory: Printers Assignment group: GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Gideons Account/Permission Access for APAC and India
English
hezharjoyo.kaluny@as.corp.airliquide.com
708
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-30 5:50:10
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
595
2025-06-19 10:44:59
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: APAC, India ENTITY: BIS APAC, BIS AMEI SYMPTOMS: Gideons Account/Permission AccessModify or update Gideons (ARS, Bar+ CMS, CSS, ProjectAL, SVX) accessGetting Error: No Access STEPS: Users submit request via IT Corner - https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=9a60c9a50f51cb00aca9c9cce1050ec0 My IT Corner Path [For INDIA User, in case the URL above is not exist]: Home >> myITCorner Catalog >> Applications >> Business Application >> GIDEONS >> Gideons Account/Permission Request After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
access, account, airliquide, apac, com, corp, creation, english, gideon, gideon india, gideons, hezharjoyo, india, india user gideon account creation, kaluny@as, matutina-sc, permission, rose
NaN
KB0034471
Oracle - Update Cost Center in Project
English
hezharjoyo.kaluny@as.corp.airliquide.com
102
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:36
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
87
2025-09-12 5:43:15
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User request to change Cost Center in Project (refer ADHOC0837853) BEFORE YOU START: Able to access the requested project with manager responsibility. POSSIBLE CAUSES: Require changes. STEPS: 1. Open Projects, input project number and Find: 2. Open the project, select Classifications and double click or click Details to view: 3. Update the requested Cost Center: 4. Email user and update about the changes. Get user's confirmation before close the ticket. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, center, com, corp, cost, cost center, costcenter, english, hezharjoyo, julia, kaluny@as, oracle, project, ramlan-sc, update, update project cost center
NaN
KB0020533
TALLY Printers - First configuration / setup
English
hezharjoyo.kaluny@as.corp.airliquide.com
29
Amanda KWAN
Printing / Devices
Published
2025-09-29 13:49:09
5
GIO Service Desk
NaN
#########
NaN
BAMEI-Local printers
NaN
NaN
NaN
18
2025-07-08 8:38:53
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:SOUTH AFRICA ENTITY:BIS AMEI SYMPTOMS: User would like to configure TALLY network Printers POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: If it is not the first time setup, is there any error message?Please consult the below file to find printer names and IP-s. Look for Tally printers based on location: https://docs.google.com/spreadsheets/d/1ULx9vDQniz64zEdhs7EObB_Duoq7GXTXTKW15Kqyklw/edit?ts=604f3278#gid=0 STEPS: I. First Time Connection: 0. Connect to Enduser computer. 1. Go to the Start Menu and type the appropriate path in order to start the printer installation: \\IP-0A9C0624\T2280-CS --> Alrode Logistics / Counter Sales\\IP-0A9C0624\T2280-HC --> Alrode Healthcare\\IP-0A9C0624\T2280-PR -> Pretoria Logistics / Counter Sales\\IP-0A9C0624\T2280-CT -> Cape Town Logistics / Counter 2. Press Enter 3. This screen may pop up, choose Install Driver. (please note that this might not pop up, if you dont see this, please check the next step) 4. When this screen pops up, your printer is installed. Alternatively, you can also check your Printers and Scanners to see if it has been installed there. NOTE: The driver will be automatically installed along with the printer, no need to select it manually during this process. In case of any issue, please follow KB0049190. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user or in case reassignment is needed: BIS - AMEI: BAMEI - LOCAL PRINTERS Configuration item: Hostname of user's PC Category: Devices Subcategory: Printers Resolution Notes: Assisted user with the installation of the printer driver. Afterwards, the user was able to print.
COUNTRY/REGION:Poland ENTITY:BIS Europe SYMPTOMS: User from DABROWA GORNICZA - PL004 is calling she or he is requesting to install a network printer on their computer. Printers are available on a network resource: \\pl-s-kr-mf2. STEPS: 0. Connect to end user's computer. 1. Go to the start menu and type \\pl-s-kr-mf2 and hit enter. ( all users have access to this network source) 3. Double click on the printer the user wants to install and provide admin credentials when prompted. 4. When installation is finished print out a test page to check if the installation was successful. In case of any issue, please create an incident and assign it to SD L1 > SD L1.5 troubleshooting > onsite PL-AL POLAND-ONSITE-L2 (in case of technical issue) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of Device: Model/brand of the target printer (if MPS use the hostname of the print) In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Local Support - EUR Configuration item: name of the printer or N/A Category: Device Subcategory: Printer Resolution Notes: Printer assistance and configuration request submitted. ARTICLE TYPE: FCR TEAM: L1
GIO Service Desk knowledge base - update an article
English
hezharjoyo.kaluny@as.corp.airliquide.com
17
Guillaume CHIROL
Uncategorized
Published
2025-07-30 11:08:57
7
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
3
2024-12-23 11:08:05
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: A GIO Service Desk Knowledge article must be updated. BEFORE YOU START: Please note: in case a thorough update is necessary (e.g.: process change, modification of troubleshooting steps etc.), kindly FLAG the article. Afterwards, an SME will validate the flag comment and will perform the update of the article accordingly. STEPS: 1. Open the Knowledge Article in full view 2. Cick "Edit" 3. In order to be able to make changes in any of the fields (except "Valid to" date), click "Checkout". This will create a new version of the article in "Draft" state. Example: When the current version of the knowledge article is 1.0 and you click "Checkout" to update the article, it will create a 1.01 version that means it is in draft state. 4. You can now update the article and save the changes in the meantime. 5. Once you finish the update of the article, click "Publish" Example: When you publish the new version of the article (the draft version 1.01 will become 2.0), the previous version (1.0) will go into "Outdated" state to make sure it is not findable in the Knowledge Base anymore. PLEASE NOTE: Always get the "Permalink" in case you would like to refer to another article. This will ensure that the hyperlink will always redirect to the latest version of the article. Look for the article in Agent Workspace > Click the 3-dot-icon > Click "Copy Link" (this will make sure that the hyperlink will always redirect to the latest version of the article) ARTICLE TYPE: Process TEAM: L1, L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User do not have access to Bar+360. BEFORE YOU START: User have to submit Catalog Task from My IT Corner to provide this access. https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=9a60c9a50f51cb00aca9c9cce1050ec0&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 Open ALSecurity, select Gideons and select County that user has access. STEPS: Click on Security > Security Manager > Users Search for the user name > Select user > Click "Edit" Make sure that user access level is either Sales Manager or Sales Rep and "User Name" must be alphabet. Click on "User Group" tab. For Sales Manager, both BAR PLUS SALES MANAGER (SM) and BAR PLUS SALES REP (SR) box has to be checked. For Sales Rep, only BAR PLUS SALES REP (SR) box has to be checked. Check box OSS ALL too. This is needed for both Sales Manager or Sales Rep.Click on Sales Reps tab. For Sales Manager, confirm with user who is their Sales Rep, and make sure that Select and Default is checked at their Sales Rep user name. If you cannot find the user name, you can check BAR_PLUS_REP as a default. For Sales Rep, no need for further checking, you can check BAR_PLUS_REP as a default.. LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Service Desk will check the access and guide user to submit request for those who do not have access yet TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
360, access, airliquide, apac, bar, bar+, bar+ access, barplus, barplus access, check, com, corp, english, hezharjoyo, how, kaluny@as, matutina-sc, rose
NaN
KB0018174
BLAC - Downloaded Trips were fully wiped off
English
hezharjoyo.kaluny@as.corp.airliquide.com
9
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:41
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
2
2025-06-04 5:37:44
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Downloaded trips were fully wiped off POSSIBLE CAUSES: Trip Enquiry screen shows no stopsStops are cancelled or confirmedStops are moved from this trip to another trip STEPS: Follow the steps below to check the trip enquiry details in BLAC: 1. Open BLAC. 2. Click Enquiries menu and then click Trip Enquiry submenu. The Trip Enquiry screen opens. 3. Click . The Trip Searcher dialog box opens. 4. Click Search to display all the trips. 5. Click the required trip from the list and click Select. The details of the trip is displayed in the Trip Enquiry screen. 6. Scroll down to the bottom of the screen to view the trip sequence. a. Check if the trip shows no stops b. Check if the stops are cancelled or confirmed. Note: If the stops are cancelled or confirmed, then the stops are also removed from OBC trip list. c. Check if the stops are moved from that trip to another trip Note: If all of the above checks are true, then OBC will not show any stops. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:UK ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from UK-HOMECARE entity is calling to report a functional / hardware issue regarding a Wyse terminal device. STEPS: User must be redirected to the Local Service Desk. Tel.: 0330 678 1116 Email.: ukhomecare-itsmoperations@airliquide.com LOGGING CATEGORISATION: Business service: HCDIT-Local IT Support Situation: Non cataloged request [Ad Hoc Request] Resolution Notes: User was redirected to the Local Service Desk TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
Software - it does not work and reinstallation/repair is needed
English
hezharjoyo.kaluny@as.corp.airliquide.com
112
Janos TIMAR-SC
Uncategorized
Published
2025-07-29 18:13:11
6
GIO Service Desk
NaN
#########
NaN
BEC - Local Business Applications
NaN
NaN
NaN
85
2025-01-02 3:28:44
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NaN
BEC-GLOBAL-APPS-L3
COUNTRY/REGION:Germany/Poland ENTITY:BIS E&C SYMPTOMS: A software does not work, it's freezing, a function is not working. STEPS: 1.If the Software is available in Marimba Tool/ BBCA, follow KB0013104. 2. If the Software is not available in Marimba Tool/ BBCA please assign the ticket to ONSITE for the reparation or re-installation of the software LOGGING CATEGORISATION: Business service: BEC - Local Business Applications Configuration item: Hostname Situation: Bug/Defect Assignment group (if not L1): GIO-EUS-FS-GERMANY-L2 (for Frankfurt users) or BEC-EUS-FS-KRA-L2 (for Krakow users) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, application, com, corp, does, e&c germany/poland: software does not work / reinstallation/repair is needed, english, germany, hezharjoyo, janos, kaluny@as, needed, not, poland, reinstallation, repair, software, timar-sc, work
NaN
KB0041471
Windows Hello PIN - is not working for your organization's resources
English
hezharjoyo.kaluny@as.corp.airliquide.com
215
Dieter SCHMITZ-SC
Windows - Storage / Performance
Published
2025-08-07 3:39:04
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
60
2025-08-07 3:38:28
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User receives "Sorry, this PIN isn't working for your organization's resources" error when trying to change their Windows Hello PIN. POSSIBLE CAUSES: The user's device is registered in Azure AD but the Windows Hello PIN is not yet linked to his/her Azure AD Account. STEPS: 1. The user needs to click on "Sorry, this PIN isn't working for your organization's resources. Tap or click here to fix it". 2. The following window opens. 3. User is asked to confirm Windows Hello will be linked to azure AD account. Click "OK". 4. The user might need to select/enter their e-mail address 5. To finalize, the user needs to click on "OK" 6. Now the user is able to change their PIN as usual as per KB0041113 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user's PC Category: Devices Subcategory: Operating System Resolution Notes: Assisted user with linking their Windows Hello PIN to their Azure AD account. Afterwards, the user was able to modify the PIN as usual. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, corp, dieter, does, english, for, hello, hezharjoyo, in, is, isn, isn't, kaluny@as, log, login, logon, not, on, organisation, organization, pin, resource, resources, schmitz-sc, software, windows, work, working, your
NaN
KB0018621
Samba Share - SFTP Files not being sent
English
hezharjoyo.kaluny@as.corp.airliquide.com
12
Laurence AZERRAD
Uncategorized
Published
2025-09-03 3:24:14
4
GIO Service Desk
NaN
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NaN
GIO-CS-EUR-IaaS VM Unix Solaris
NaN
NaN
NaN
1
2025-09-03 3:23:33
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NaN
GIO-CS-SD-UNIX-L2
COUNTRY/REGION:UK ENTITY:BIS UK SYMPTOMS: SFTP Files are not being sent to customers from Samba share sever. STEPS: Assign incident to GB-AL UK-TECHNOLOGY-L2 LOGGING CATEGORISATION: Business service: GIO-CS-EUR-IaaS VM Unix Solaris Configuration item: co-samba-prod Category: Application Subcategory: Bug / Defect Assignment group: GB-AL UK-TECHNOLOGY-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
User cannot see his SR's opportunities on approval list
English
hezharjoyo.kaluny@as.corp.airliquide.com
8
Pawel WANDAS
Uncategorized
Published
2025-08-20 10:10:04
4
GIO Service Desk
NaN
#########
NaN
Bar+ Customer Relationship Management
NaN
NaN
NaN
2
2025-08-20 10:08:58
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:BG, ROU, TUR, POL ENTITY:All Ref: INC1226126 SYMPTOMS: User cannot see his SR's opportunities on approval list Ref: INC1226126 POSSIBLE CAUSES: The user's account in ALS is not configured correctly (the missing SR's are not assigned to the user's account in ALS). STEPS: Login to BAR+ AL Security Go to Users and search for the user Click on the user and after that on Edit Check the user's details under General info, User Groups and Locations tab to be sure the account is active andconfigured properlyGo to Sales Reps tab Search the requested SRs name Tick the box under Select column next to the user Check if a Default SR is set (Its not always the BAR Plus User) LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: Bar+ Customer Relationship Management Configuration item: (if applicable) Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-GIDEONS-L1.5 Resolution Notes: Update user rights in ALS TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
COUNTRY/REGION:CHINA ENTITY:BIS E&C SYMPTOMS: The user has issue with any kind of EIT specific business application STEPS: Global applications: Caesar II, HYSYS, PDS, Pvelite, Smartplant 3D, Smartplant Foundation, Smartplant INS, Smartplant Material, Smartplant PID, Smartsketch, Tekla, Aspen Basic Engineering，PFR FRNC, PFR Reformer-3, KED, HTRI Local application: Autocad, Navisworks Manage, Conval, ETAP, Microstation, Nozzle pro, PHAST, RAM, StaadPro, SW6, Oracle, Phast, Solidworks, Zhongwang CAD. Any Engineering IT Applications issue or functional issue, please contact key user For the Smartplant suite applications issue, key user will open the Incident ticket within dedicated tool: https://alair.apps.airliquide.com/eit-cms/ LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Situation: Service Question / Assistance [Incident] Resolution notes: Redirected user to key user. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL STEPS: If users call you to share feedback about the Service Desk Please listen to them and tell them that you note what they sayOpen a ticket and note what they said, then close the ticket LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support / Assistance Resolution Notes: Captured user's feedback. It will be reviewed by the responsible team. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User from E&C is calling to request access to an application hosted on Citrix. STEPS: Create an Incident ticket and assign it to BEC-INFRA-EUDC-L3. LOGGING CATEGORISATION: Business service: BEC - XEN Infrastructure Category: Application Subcategory: Availability Assignment group: BEC-INFRA-EUDC-L3 ARTICLE TYPE: Assignment TEAM: BEC-INFRA-EUDC-L3
access, account, airliquide, application, citrix, com, corp, e&c, english, france, frankfurt, hezharjoyo, kaluny@as, krakow, request, schaeffer, software, thomas
NaN
KB0034490
Oracle - Request to change Project Manager in Project
English
hezharjoyo.kaluny@as.corp.airliquide.com
29
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:36
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
17
2025-09-01 9:42:58
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User request to replace current Project Manager to the new Project Manager (refer ADHOC0837827) POSSIBLE CAUSES: As requested by user BEFORE YOU START: Have access to XXX Projects Manager responsibility STEPS: 1. Search for the mentioned project number in Projects > Find Project and click Find 2. Click Open to view the project details 3. Select Key Members and click Details 4. Ended date current Project Manager and assign the new Project Manager's employee name LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Assign the project manager accordingly ARTICLE TYPE: Assignment TEAM: L1.5 App
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: -New Joiner requesting for a new PC\Laptop POSSIBLE CAUSES: As Joint Venture do not follow ALC process, they follow their specific company policy of PC procurement.Joint Venture has independent finance management rules; thus things concerns fixed asset are split STEPS: Check the new joiner is from which entity.Users HR and Line Managers should be aware for it, if user not sure about that, direct the ticket to OSSBelow table is the PC procurement personnel that require user to contact to request a new PC Entity New user PC request through myITcorner PC replacement request through myITcorner PC return request in myITcorner request SW installation request and licensing Account Creation GIO - EUS - WINDOWS DEVICE PC procurement personnel 1 Air Liquide YongLi(Tianjin) Co.,Ltd Out of Scope Out of Scope Out of Scope In scope In scope Yanmin; Hongxin 2 ALTPCC Out of Scope Out of Scope Out of Scope In scope In scope limei.wu; fang.li 3 ALMPCC Out of Scope Out of Scope Out of Scope In scope In scope yajun.zhao 4 ALBYPC Out of Scope Out of Scope Out of Scope In scope In scope yongjuan.zhao 5 ALHP Out of Scope Out of Scope Out of Scope In scope In scope Ye.Hua@airliquide.com LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance ARTICLE TYPE: Process TEAM: L1
airliquide, com, corp, english, hardware, hezharjoyo, joint, kaluny@as, laptop, muhdnursafwan, new, pc, pc procurement, procurement, request, request for a new laptop, request for a new pc, salehudin-sc, venture
NaN
KB0052338
BTS - Access to GIO Managed Application Server
English
hezharjoyo.kaluny@as.corp.airliquide.com
307
Mariapaula VERIDIANO-SC
Uncategorized
Published
2025-09-29 14:36:13
5
GIO Service Desk
NaN
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NaN
GIO-CS-Cloud Managed
NaN
NaN
NaN
99
2025-08-19 5:35:00
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NaN
GIO-CS-SD-CLOUDAWS-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: COE was not able to use or log-in to Remote Desktop using Air Liquide Laptop. Sample: AS-GIDPA-SEA POSSIBLE CAUSES: User is trying to access server application via Remote Desktop Connection using Air Liquide laptop with error: "The connection was denied because the user account is not authorized for remote log-in" BEFORE YOU START: Please refer to KB0032586 for Server Access pre-requisites. Check CARM Access if still validCheck ADM Account and Password Expiry DateCheck if user is connected to Air Liquide Network or IvantiCheck if user is a member of GIDC-APP_RW_P in AD STEPS: Verify if the user is a COECheck KB0032586 for access prerequisite (Account and Password Expiry, CARM Access, AD group membership)Advised user to use their ADM user name and password (NOT the Windows username and password) to log-in to the App Server inside the Remote Desktop.If KO, route to GIO-CS-SD-CLOUDAWS-L2 LOGGING CATEGORISATION: Business service: GIO-CS-APAC-AWS Managed Category: Cloud Infrastructure Subcategory: Access / Availability Configuration item: AP-P-10-BAP-COE-PROD Resolution Notes: Service Desk will guide user on how to properly log-in to Remote Desktop. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EGYPT ENTITY:BIS AMEI SYMPTOMS: User calling to report an issue with E-Expense : Cannot access or any sort of functional issues. BEFORE YOU START: Windows credentials are used as a login for the E-Expense application . STEPS: For any kind of issues in relation to E-Expense , gather the needed information , make screenshots and assign the incident to : BAMEI-EGYPT-LOCAL-APPS-L1 LOGGING CATEGORISATION: Business service: BAMEI - E-Expense Configuration item: E-Expense - Egypt - PROD Category: Application Subcategory: Availability Assignment group: BAMEI-EGYPT-LOCAL-APPS-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Morocco, Tunisia ENTITY:BIS AMEI SYMPTOMS: User lost password for SIO application BEFORE YOU START: SIO is service for Alizent, fully managed by Alizent , installed on the Tablet STEPS: Users login to Tablet with Gmail password -> reset kite password following KB0011752. For SIO -> assign to onsite (who they will send an email to customer.service-paris@alizent.com) LOGGING CATEGORISATION: Business service: According to location:BAMEI-Morocco-Local Business Applications BAMEI-Tunisia-Local Business Applications Situation: Password/Access Management [Ad Hoc Request] Assignment group (if not L1):According to location:BAMEI-MOROCCO-L2BAMEI-TUNISIA-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is a new joiner at the company. User calls for assistance to set up her/his new CARM account. STEPS: Guide user to open the CARM login page: https://carm.apps.airliquide.com/Carm/CarmInit.do At the first connection, the Welcome page is displayed. Users have to login the 'instant connection' (Single Sign on authentication) In case of any issue and the End User is supposed to put his/her credentials kindly reset CARM password in IBM/Tivoli CARM - How to Reset Passwords in IBM/Tivoli (Global) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to access CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
access, airliquide, assistance, carm, carm credentials, carm-, com, corp, credentials, day, employee, english, first, first access, first carm login, first day, first logon to carm, hezharjoyo, joiner, kaluny@as, login, logon, new, new employee, new joiner first steps, new starter, new worker, starter, steps, veto-sc, violetta, worker
NaN
KB0052111
Gideons - new driver account creation
English
hezharjoyo.kaluny@as.corp.airliquide.com
110
Vijaya MOHAN
Uncategorized
Published
2025-08-07 12:27:11
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
13
2025-08-07 12:26:40
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: Gideons - new driver account creation POSSIBLE CAUSES: User requested to create a new account for a driver in Gideons BEFORE YOU START: Please confirm with the end-user, whether they are request to create access for PDT Device or GTS Web For PDT Device account creation, please follow the steps given below and follow KB0025947 STEPS: 1. - Account creation 1a. GIO-EUS-SD-GIDEONS-L1.5 creates the user in AL Security 1b. After the user is created and saved, edit it again and update the password 2. - Setup in GTS 2a. Login to GTS 2b. Go to Configuration -> Inv.Location Supervision 2c. Search for inventory ID provided in the ticket: 2d. double click on the result 2e. Click on 'assign user' button: 2f. Search for the driver: 2g. double click on chosen one. 2h. Press SAVE button on the bottom right corner: LOGGING CATEGORISATION: Ticket template to be use: (if exists) Business service: BAP - HUB - GIDEONS Configuration item: APAC: GIDEONS (APAC) - PROD China: GIDEONS (CHINA) - PROD Europe: GIDEONS - Europe - PROD AMEI: GIDEONS - AMEI - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): GIO-EUS-SD-GIDEONS-L1.5 Resolution Notes: Create new account for driver in Gideons TICKET TYPE: Incident, Process ARTICLE TYPE: FCR, Assignment TEAM: L1, L1.5
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: CYL stock is not found in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: Follow the steps below to check if the stock updated correctly for the current month: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Cylinder Stocks to check the cylinder stocks. Use the following query to check the cylinder stocks SELECT * FROM CP.CYL_HOLDINGS WHERE MONTH_REF='#MONTH_REF#' AND CUST_NO=#CUST_NO# If the above steps did not solved the issue, raise an incident with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-EAPP-L2 ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is required to have a standard or non-standard software installed. Request has not yet been created. User belongs to E&C. STEPS: For standard software installation, redirect user to: Home > Applications > Apps Catalogs > Windows Apps Path to E&C dedicated ticket in MyITCorner non-standard software installation for E&C Kraków and Frankfurt Centers: Home > Applications Or search for install a new software. Please always open the requests on the E&C users computer, as Service Desk, we don't have access to E&C requests.Example: Screenshot that shows Excel on the list that Users should choose to request for MS Excel installation Please note: After submitting the request, user`s CARM approver as well as the IT manager need to approve it! RAW list of software available on dropdown list for E&C Kraków and Frankfurt is here: https://docs.google.com/spreadsheets/d/1W2JJP1bRGd0pJgbFrAo3fNpfNht3vBPk6qsx11eTPyk/edit#gid=0 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
CUP 11 - Language Pack issue after Windows 11 Update
English
hezharjoyo.kaluny@as.corp.airliquide.com
663
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:35:29
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
145
2025-06-17 4:30:33
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NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Language pack not installed or not correct language is installed after Windows 11 Update - incorrect language is installed or some options / features are in a different language. STEPS: 1. Navigate to Windows Language Settings Click on the Start Menu and select Settings. Navigate to Time & language on the left panel. Click on Language & region. 2. If the desired language is not on the list, click on Add language 3.Install All Language Features Ensure the following options are checked before clicking Install: Set as my Windows display language (optional)Language packBasic typingHandwriting (if available)Speech (if available) Click Install and wait for the process to start. 4. Follow Up After Half a Day After a couple of hours the installation should be complete (put the ticket on pending): Go to Settings > Time & language > Language & region. Select the installed language (if already selected reboot the PC) and verify if all features show Installed. If any features are missing attach the error message and send the ticket to L1.5 to retry the installation manually. Manual Language Package installation (L1.5) Steps: Install the correct language pack from BBCAReboot the machine and make sure all the features are installedIn case of issues, the language pack can be installed through elevated CMD: lpksetup command and navigating to _Install\CUP11_2023\POST\LP\ *.cab file to install it manually Language packs available in BBCA: Language / FoD / LXP CUP process Marimba package b g - B G https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_011_microsoft_windows-11-bg-bg_32 d a - D K https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_012_microsoft_windows-11-da-dk_32 d e - D E https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_013_microsoft_windows-11-de-de_32 e n - U S https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_014_microsoft_windows-11-en-us_32 e s - E S https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_015_microsoft_windows-11-es-es_32 f i - F I https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_016_microsoft_windows-11-fi-fi_32 f r - F R https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_017_microsoft_windows-11-fr-fr_32 i t - I T https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_018_microsoft_windows-11-it-it_32 j a - J P https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_019_microsoft_windows-11-ja-jp_32 k o - K R https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_020_microsoft_windows-11-ko-kr_32 n b - N O https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_021_microsoft_windows-11-nb-no_32 n l - N L https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_022_microsoft_windows-11-nl-nl_32 p l - P L https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_023_microsoft_windows-11-pl-pl_32 p t - B R https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_024_microsoft_windows-11-pt-br_32 p t - P T https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_025_microsoft_windows-11-pt-pt_32 r o - R O https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_026_microsoft_windows-11-ro-ro_32 r u - R U https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_027_microsoft_windows-11-ru-ru_32 s v - S E https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_028_microsoft_windows-11-sv-se_32 t h - T H https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_029_microsoft_windows-11-th-th_32 t r - T R https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_030_microsoft_windows-11-tr-tr_32 u k - U A https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_031_microsoft_windows-11-uk-ua_32 z h - C N https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_032_microsoft_windows-11-zh-cn_32 z h - T W https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_033_microsoft_windows-11-zh-tw_32 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System Assignment group: For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5For AMER: GIO-EUS-SD-AME-L1.5For APAC: GIO-EUS-GOPS-USER-DEVICES-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
11, after, airliquide, com, corp, cup, cup11, english, gerhards, hezharjoyo, installed, issue, kaluny@as, language, language pack, maik, not, not installed, pack, software, update, windows, wrong, wrong language
NaN
KB0045067
Printer - Issue with Local Printer Configuration
English
hezharjoyo.kaluny@as.corp.airliquide.com
359
Federico FONTANA
Printing / Devices
Published
2025-09-29 13:49:15
5
GIO Service Desk
NaN
#########
NaN
BAMEI-Local printers
NaN
NaN
NaN
40
2025-07-15 8:40:23
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:Egypt ENTITY:BIS AMEI SYMPTOMS: AMEI-EGYPT user has an issue with Local printer configuration. BEFORE YOU START: In the Egypt sites there are different local printers set up. The device brands and models vary, this KB aims to help with the configuration of these printers. Make sure to try the installation as per KB0022664. STEPS: Create an incident and assign it to L1.5 > Onsite. LOGGING CATEGORISATION: Business service: BAMEI-Local printers Configuration item: name of the printer (if possible) Category: Device Subcategory: Printer Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:ITALY ENTITY:BIS ITALY SYMPTOMS: User calls with a Zucchetti functional issue. BEFORE YOU START: Please make sure that user can login, and the issue is related to the app: open it from Chrome, Chrome incognito and Edge. STEPS: Redirect user to Zuccetti support: https://www.zucchetti.it/it/cms/service/supporto-tecnico.html LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Redirected user to Zucchetti support. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: AMEI ENTITY: ALL SYMPTOMS: Product is not available in dashboard. POSSIBLE CAUSES: Product not available in stock STEPS: 1. Check Product available in dbo.STOCK table. SELECT * FROM dbo.STOCK WHERE AGENT_NO = #AGENT_NO# 2. Check Product availability in dbo.PRODUCT_AVAILABILITY for agent location. SELECT * FROM dbo.PRODUCT_AVAILABILITY WHERE LOCATION_ID= #AGENT_LOCATION_ID# AND PRODUCT_NO = #PRODUCT_NO# If the above steps did not solve the issue, please raise an incident with the following details LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAMEI - GIDEONS ALNET Configuration item: GIDEONS - AMEI - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-EAPP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User reports that the network is slow on their site. User experience longer time than usual to load the web page for either internet, or corporate applications, or both. POSSIBLE CAUSES: There are numerous reasons causing an intermittent or slow connection. For users connected through wireless network, they must meet the required signal strength for uninterrupted connection. WAN link utilization will contribute to this issue where there's not enough bandwidth to cater the overall traffic. Additionally, application server's slow response is another factor. Lastly, potentially caused by the connectivity problem with domain controller specifically for applications that requires user login credentials. BEFORE YOU START: When the slowness or the lack of connection is connected to a specific application, PC, server or intranet/internet page, kindly follow KB0017878. STEPS: Always run the IACS script and attach the results to the incident (if you can connect to the PC at all) and assign to GIO-NET-SUPPORT L1. 1.Computer Connection via Local Area Network(if NA proceed to step 2) Confirm that the user is connected in the LAN environment 2.Computer Connection via Local Area Network(if NA refer to step 1) Confirm that the user is close enough in the Wireless Access Point(AP) showing at least 3 bars of signal on its network internet status located at the lower right of the desktop display. 3.Internet Connectivity Checks Perform a health check by observing the response time of internet bound traffic.Request the user to open a browser and input "www.google.com" as an example to observe response time.If the response is fast, there is no issue with the internet link. Otherwise, it is either congested or having problem with local service provider(LSP). 4.Corporate application Checks Perform a health check by observing the response time of intranet(AL internal) bound traffic.Request the user to open a browser and input "http://gideons.apps.airliquide.com" as an example to see how fast or slow it respond.If the response is fast, there is no issue with the MPLS or intranet link. Otherwise, it can be the following reasons: Link is congested.Having problem with local service provider(LSP).MPLS link is down and the traffic is using the backup link where the bandwidth is shared with internet bound traffics. 5.Routing If step 3 and 4 results are fine, request user to open a browser and input "https://carm.apps.airliquide.com" as an example to see how fast or slow it respond.This website requires authentication and if the response time is slow, there is a connectivity issue with the domain controller. Thus routing issue. Action: Before logging a ticket, request the user to perform a trace and ping for troubleshooting reference. Trace command in command prompt Syntax: tracert x where x is the website or ip address they wish to access Sample trace using URLas the destination (remove https:// and other extensions) using IP address as the destination. Ping command in command prompt Syntax:ping x where x is the website or ip address they wish to access using URLas the destination (remove https:// and other extensions) using IP address as the destination Questions to ask: Phone number: Hostname:IP address: - Result of an ipconfig /all:- When is the network considered slow by the user? (Morning, afternoon, etc ) - Are the slowness's observed for one particular application? Several applications? - Do you know if others sites have the same issue with this application? - Are the slowness's observed for local applications or remote applications? - IACS file run on the user's PC and attached: OK/KO Describe the series of tasks that the user must do to solve the problem LOGGING CATEGORISATION: Business service: GIO-NET-Site Connectivity Category: Network Subcategory: Service Degradation Assignment group: GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-NET-SUPPORT L1
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC SYMPTOMS: If user calls and reported that they cannot send/receive emails for and @healthysleep.net.au and @sleepsolutions.com.au because of storage limit (250MB) STEPS: Please consult POCs for assistance LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications Category: Application Subcategory: Support / Assistance Resolution Notes: POC has access to increase storage limit for email ARTICLE TYPE: FCR TEAM: L1
airliquide, apac, auhealthcare, australia, com, corp, email, email out of storage, english, fernandez-sc, hezharjoyo, kaluny@as, mariacecelia, out, storage
NaN
KB0056364
Windows settings - Nearby sharing cannot be turned on
English
hezharjoyo.kaluny@as.corp.airliquide.com
1
NaN
Windows - Storage / Performance
Published
2025-07-08 12:11:49
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
0
2025-07-08 12:11:12
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User need to enable 'Nearby Sharing' function in windows settings but not able to. POSSIBLE CAUSES: The settings is managed by AL organization and cannot be changed. STEPS: 1. Advise user that the settings is currently blocked by the organization due to the security purpose. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Device Subcategory: Operating System Resolution Notes: SD will advise user that the settings cannot be changed due to security reason ARTICLE TYPE: FCR TEAM: L1
Google Meets - cannot see the auto-translated Captions
English
hezharjoyo.kaluny@as.corp.airliquide.com
23
Isabelle LAM
Uncategorized
Published
2025-08-15 10:30:02
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
4
2025-08-15 10:28:44
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: User cannot see the auto-translated Captions in Google Meets STEPS: Guide user to turn on the auto-translated Captions in Google Meets: 1 - Guide user to click on Settings > Captions > Turn on "Captions" 2 - User should first select the "Language of the meeting" 3 - After that user should Turn on "Translated Captions". 4 - Guide user to select the language he wished to translated the captions to on the dropdown menu. If user does not see the "Translated Captions" option: 1 - Update google chrome as per KB0012265 2 - Recreate Chrome profile as per KB0039791 3 - Follow the steps to turn on the auto-translated Captions in Google Meets again LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Functional / Technical Issue Resolution Notes: User activated the auto-translated Captions in Google Meets TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
What to do if Order received in PTV and not processed successfully by PTV Import function?
English
hezharjoyo.kaluny@as.corp.airliquide.com
6
Deepak HASANI-SC
Uncategorized
Published
2025-09-29 14:32:17
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
0
2025-08-08 10:34:23
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: What to do if Order received in PTV and not processed successfully by PTV Import function? STEPS: Update Status IMPH_PROCESS_CODE = -30 for those Orders in PTV Servers Transfer DB. 2. Wait for the PTV Import function to run next. 3. Check the Orders in PTV now. 4. If this does not work, please check with PTV Team. Script for Step #1 above: --#### SCRIPT TO UPDATE THE -30 RECORDS IN PTV SERVER (AS-AU-PTV) #### --begin tran --update imph --set imph.IMPH_PROCESS_CODE = 20 --from dbo.IMPH_IMPORT_HEADER imph --where IMPH_PROCESS_CODE = -30 --and convert(datetime, IMPH_CREATION_TIME) >= '2019-07-25' --commit Note: Please uncomment script as needed before running. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability [Incident] Assignment group (if not L1):BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, com, corp, deepak, do, docket, docket received in ptv, english, function, gideons, hasani-sc, hezharjoyo, if, import, kaluny@as, not, order, order received in ptv, processed, ptv, ptv import, ptv import not processed, received, successfully, what
NaN
KB0039786
OKTA - Sign-in url is not secure
English
hezharjoyo.kaluny@as.corp.airliquide.com
565
Mehdi GASMI
OKTA / Mobile Enrollment
Published
2025-09-29 14:45:40
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
258
2025-05-21 5:54:36
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user is experiencing the following error, when trying to activate OKTA desktop application on the PC: THE SIGN-IN URL IS NOT SECURE. The error message caused by Zscaler, as it is deactivated (greyed out), other symptoms of the same issue also can be that the user is unable to access any websites. BEFORE YOU START: Check if:- OKTA (up-to-date version) desktop application is installed on the computer, if not or old version, reinstall it- Check Zscaler 4.2 version is installed on the PC, if not, install newer version Zscaler installer- If possible, active OKTA on the user's phone (at least temporarily) STEPS: Exit from Zscaler KB00342862. Activate OKTA desktop application: KB00284883 Activate Zscaler KB0034487 In case it's not working, please do the following: Activate OKTA on the mobile (KB0027817) or on alternative computer (KB0028488)Activate Zscaler With OKTA KB0034487Now you can activate OKTA desktop application on the PC. LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User has successfully enrolled the device in Okta verify. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Win11 - Unable to preview PDF files in Windows Explorer
English
hezharjoyo.kaluny@as.corp.airliquide.com
158
Mohdasnawi MAKMON-SC
Windows - Storage / Performance
Published
2025-08-11 9:12:35
4
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
45
2025-08-11 9:12:17
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When user try to view PDF files from Preview Pane in the Windows Explorer windows, "Transport Window: Acrobat.exe - Application Error" error translation: POSSIBLE CAUSES: The option to enable PDF Thumbnail preview in the Windows Explorer in the Adobe Acrobat preference is not selected BEFORE YOU START: Check if the preview issue happening to other type of application or not. If only PDF file, follow below steps. STEPS: Open Adobe Acrobat softwareClick the Menu > Preference (or Ctrl+K)In the Preference screen, select GeneralIn General, go select " enable PDF Thumbnail preview in the Windows Explorer" Scroll down the preference window and click Save Close and re-open Windows explorer. Open the Preview pane and check if issue persist. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Bug / Defect Resolution Notes: SD perform troubleshoot to "enable PDF Thumbnail preview in Windows Explorer" TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
acrobat, adobe, adobe reader, airliquide, com, corp, english, explorer, files, hezharjoyo, kaluny@as, makmon-sc, mohdasnawi, pdf, pdf preview, preview, reader, software, standard, unable, win11, windows, windows explorer
NaN
KB0021415
BRAVO ETC overlapping charge issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
4
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-09-02 11:04:20
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
18
2025-09-02 11:04:08
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: ETC charges overlapping as per below. STEPS: Change amount of duplicate ETC to 0 and input the correction reason as per below. LOGGING CATEGORISATION: Business service: BAP HUB BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to change the ETC ratio TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Germany ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User calls to request folder creation of Y: Drive either local or within Citrix. BEFORE YOU START: GIO is hosting the NAS and is managing the global operations around group policies and should map automatically. Mapping issues mostly apply after a name change or an entity change of the employee, as the Entity code is changed, but the personal folder still remains under the old entity and is not properly moved. STEPS: 1. GPO maps the Y-Drive based on the users entity directly to their Windows Explorer. Please check in the local Windows Explorer to route to \\fsx-shared-hc-01.eu.corp.airliquide.com\ and the HOME folder including the correct entity code of the user. If the folder Dokumente does not exist in the Home folder of the users entity, the folder was not created. Route ticket to GIO-CS-EUR-CLOUD-L3 for the creation of the Home driveIf the folder Dokumente does exist, but is not mapped as Y-Drive, a GPO is missing. You can manually map the network drive as Y-Drive and check the box to automatically map the drive on reboot. For manual mapping please follow the steps below: 2. For Manual mapping check users Company first. Vitalaire Drive: \\fsx-shared-hc-01.eu.corp.airliquide.com\Home_E0222\%username% IChome Drive: \\fsx-shared-hc-01.eu.corp.airliquide.com\Home_E0680\%username% LicherMt Drive: \\fsx-shared-hc-01.eu.corp.airliquide.com\Home_E0638\%username% Nord service project (NSP) Drive: \\fsx-shared-hc-01.eu.corp.airliquide.com\Home_E0601\%username% OMT med Drive: \\fsx-shared-hc-01.eu.corp.airliquide.com\Home_E0681\%username% 3. Map the concerning Drive as per KB0012298 In case of issue please follow KB0049224. LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Non Eligible File Storage (NEF) Category: Cloud Infrastructure Subcategory: Access Resolution Notes: Y: Drive mapped successfully ARTICLE TYPE: FCR TEAM: L1
EPIC Error Unable to locate user record with SSO ID
English
hezharjoyo.kaluny@as.corp.airliquide.com
58
Julia RAMLAN-SC
Uncategorized
Published
2025-09-02 12:50:33
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
55
2025-09-02 12:48:37
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC Short description: EPIC/COUPA Error: Unable to locate user record with SSO ID (APAC) [L1.5 Scope] SYMPTOMS: User unable to login EPIC/COUPA and get error: Unable to locate user record with SSO ID. EPIC/COUPA Error: Unable to locate user record with SSO ID (APAC) [L1.5 Scope] POSSIBLE CAUSES: The application request to access EPIC/COUPA incomplete. BEFORE YOU START: Require access to CARM and EPIC/COUPA > Setup > Company Setups > Users in order to check and verify user information. STEPS: 1. Check and verify users EPIC/COUPA account and filter using users email: 2. As no users information in EPIC/COUPA therefore require checking in users information in CARM: 3. From CARM > EPIC shows users request access to EPIC/COUPA incomplete: 4. Advise user to complete the access request and guide user to complete the access request application. 5. Once user has confirmed that he has completed the request and approved by the line manager. Please check and verify the users account in EPIC/COUPA again. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Availability Assignment group: GIO-EUS-SD-APAC-APP-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, com, corp, coupa, english, epic, hezharjoyo, id, julia, kaluny@as, locate, ramlan-sc, record, sso, unable, unable to locate user record with sso id
NaN
KB0017763
Gideons - User unable to login to CIS web application
English
hezharjoyo.kaluny@as.corp.airliquide.com
39
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 8:45:55
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
25
2025-08-11 8:45:24
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User unable to login to CIS web application. STEPS: 1.If it is a new user check AL Security created time (Sync Duration - 24 Hours), Check for user in ALsecurity 2.Configured a wrong depot / branch / department, Check for that 3.User is in AL security but not configured In user module LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User unable to comment on the case that she is requested by. POSSIBLE CAUSES: There is a rule that allows users in fields "Requested for", "Requested by" and "Opened by" to read the ticket.There is also a rule that only allows users in "Requested for", "Opened by" and "Watch list" to comment in the ticket, so we have to add user into "Watch list" so now user can comment on that ticket. Or else, users can add themselves to the watch list of the tickets. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: User unable to comment as below picture. The solution for this issue is that we can add user into watch list. On the right hand side, next to watch list, click on plus sign and add user name User will be able to insert comment in the ticket LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Situation: Availability Resolution Notes: Service Desk will guide users to add their name on the watch list to activate the comment section. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
SAP VRG HR - technical/functional issue (E&C Germany)
English
hezharjoyo.kaluny@as.corp.airliquide.com
60
Janos TIMAR-SC
Uncategorized
Published
2025-09-12 4:03:07
4
GIO Service Desk
NaN
#########
NaN
BEC - Local Business Applications
NaN
NaN
NaN
9
2025-09-12 4:00:26
#########
NaN
BEC-GLOBAL-APPS-L3
COUNTRY/REGION:Europe ENTITY:E&C Germany BEFORE YOU START: VRG (company) is payroll service provider for E&C Frankfurt and for this service VRG is providing selected E&C Frankfurt user to VRGs owned and managed SAP systemVRG SAP is hosted outside AIr Liquide networkit is connected via a VPN line managed by the BIS E&C Infra team. The VPN line (over the Internet) is terminated to E&C Frankfurt (DE101) siteBIS E&C IT support is limited to: - keep the VPN line to VRG running - make sure SAP VRG entry is available in SAP GUI (SAP client) on a user PC User is calling that he/she is experiencing a technical/functional issue regarding the SAP VRG HR application. STEPS: 1. Check if the user has network connection and if he or she work in AL office = AL LAN or is connected to VPN if OK 2. Check if a user is able to connect (via SAP Gui) to the VRG SAP logon window if NOK => it seems to be AL ? VRG network connection issue=> please open an incident ticket about: connectivity issue from AL network to VRG=> please forward an incident to: BEC-INFRA-EUDC-L3 3. In case of a.\ VRG SAP user / passwordorb.\ VRG SAP applications issues? redirect the user to the E&C Frankfurt HR team and close the ticket. LOGGING CATEGORISATION: Business service: BEC - Local Business Applications Configuration item: (If applicable) Category: Application Subcategory: Functional / Technical issue Assignment group (if not L1): BEC-INFRA-EUDC-L3 ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: The user needs assistance or has any issue with Virtru STEPS: Service Desk procedure for handling Virtru: Gmail protection and encryption. Controls are embedded directly into Gmail application. Applicability/scope: Cyber-sensitive Users (member of Digital Guard Group) or users (any user) who have requested the Virtru only role in MyITCorner ISSUE / PROCESS LIST / KB AGENDA: Work instructionRequest accessInstallationActivationFeaturesSelf ServiceTroubleshooting 1. WORK INSTRUCTION: User Guide : Virtru User Guide 1. Gmail user ticks on the Virtru encryption button 2. Now the email is encrypted 3. The Gmail user sends her/his email via Google Cloud infrastructure and it transits via Internet to Infra email solution of her/his customer. 4. The customer receives the encrypted email and, via link, activated the decryption 5. Now the customer can read the email 2. REQUEST ACCESS: 2 cases : Digital Guard Users vs. Virtru Only users Users Digital Guard: Provisioning process 1. IPC (Information Protection Coordinator) needs to be contacted by email 2. IPC will approve/refuse the use of Virtru and requests the role in CARM for the user 3. Digital Guard Team will approve the request in CARM 4. The team adds Gmail user in a provisioning group to authorize the usage of encryption 5. The user received a notification with the document explaining the installation on Chrome IPC contacts: https://docs.google.com/spreadsheets/d/18Cn-Xf5PW4TZoUi8ETK9kDK-CFVpCpN5GQW-NsWALQ4/preview#gid=37186001https://site.airliquide.com/al-digital-security/ Users Virtru Only MyITCorner : https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=6b3e5f431b53c118463b5205604bcbfe 1. User submit the request in MyITCorner 2. Approval from Manager 3. User Gmail Account automatically added to Virtru Provisioning Group 4. User has to follow the user guide (available in Description of MyITCorner request) to install the Chrome extension and use Virtru. 3. INSTALLATION / ACTIVATION: Follow User Guide Page 5 and 6 to install the Chrome Extension and activate Virtru: Virtru User Guide 4. FEATURES: Follow User Guide Page 9 to display message options: Virtru User Guide Disable Forwarding If you are unauthorized to view an email, you will need to contact the sender who can authorized you. Disable Forwarding only applies to emails forwarded after this policy was selected for a particular email. PDF Watermarking Add to any PDF that the user attach to the email send using Virtru. If the watermark is enable, the recipients will not have the option to download the attachment. Setting expiration dates - If the user set an expiration date, after that time the email will not be available. Revoking access Allows the user to revoke or reauthorize the access to an email that it has been send. Deprovisioning Process Departure of Air Liquide resources The email continue to be encrypted even if the license of Virtru has been removed (via removal of provisioning groups) If the user left the company, the current process is to delete the account base of the Air Liquide rules If the Gmail/Google account is deleted, all email are deleted and the google account is remove automatically of the provisioning groups and the volume of license decrease. Legal Archiving, VFE The email continue to be encrypted even if the license of Virtru has been removed (via removal of provisioning groups) In case of user left the company, the Gmail/Google account is stored in specific OU VFE in our Google console. All emails are kept, and DWP L4 team must remove the account of the provisioning groups (Manual Process). 5. SELF SERVICE: Follow User Guide for self service troubleshoot: Virtru User Guide Users must not contact Virtru directly. Point of contact : Air Liquide Service Desk 7. TROUBLESHOOTING: ALWAYS GET SCREENSHOTS OF THE ERROR MESSAGES First check Is the user a virtru user? ask GAST Bot "who is emailaddressoftheuser" You should see a line stating "virtru is activated" otherwise the user is not authorized to use virtru and need to request access to through MyITCorner request . (Virtru Group is synchronized once a day between Google Gmail Group and Virtru) Questions to ask Date and time when the impacted email was sentEmail addresses of the sender and recipientHow many users are impacted by this issue?For any errors or unexpected behavior, the steps to reproduce and screenshots If you notice that theres a Virtru outage, first the helpdesk needs to check the Virtru Platform. Error: Unable to see the virtual bar to manage the add on 1. Browser issue after you delete cookies and cache Check the Virtru Chrome extension is installedRefresh the pageActivate the Virtrus plugin Settings > Advanced > Content Settings 2. Error sending the email or unknown error
account, account manager, airliquide, apac, apac's account managers, business, business partner key contact point, com, contact, contact point, corp, english, hezharjoyo, it service manager, it service managers and business partners key contact point, kaluny@as, key, key contact point, manager, managers, partner, partners, point, service
NaN
KB0021851
Oracle - Any issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
271
Peter RIZKALLA
Uncategorized
Published
2025-09-29 14:07:30
5
GIO Service Desk
NaN
#########
2.00
BAMEI - ORACLE ACCOUNT PAYABLE
NaN
NaN
NaN
204
2025-07-03 3:53:17
#########
NaN
BAMEI-EGYPT-ORACLE-L1
COUNTRY/REGION:EGYPT ENTITY:ALL SYMPTOMS: User calling experiencing issues with Oracle. BEFORE YOU START: Make sure that we select the correct business service : -BAMEI - ORACLE ACCOUNT PAYABLE : invoices-BAMEI - ORACLE CASH MANAGEMENT-BAMEI - ORACLE GENERAL LEDGER-BAMEI - ORACLE INVENTORY-BAMEI - ORACLE IPROCUREMENT : PI's and PO's-BAMEI - ORACLE OTHERS-BAMEI - ORACLE PROJECT COSTING-BAMEI - ORACLE PURCHASING-BAMEI - ORACLE REPORT MANAGER : mainly reports issue If ever get stuck and unable to identify the correct business service , we can choose in such cases : BAMEI - ORACLE OTHERS STEPS: For any problem or functional issue when it comes to Oracle , assign Incident to BAMEI-EGYPT-ORACLE-L1 , they'll handle it , investigate it and then escalate it the appropriate resolver group if needed . LOGGING CATEGORISATION: Business service: selection based on the user's issue Configuration item: Oracle EBS - AMEI - PROD Category: Application Subcategory: (depending on issue) Assignment group (if not L1): BAMEI-EGYPT-ORACLE-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
E-Capex - Error shows "Owner is inactive in Oracle master table and active in Employee master table"
English
hezharjoyo.kaluny@as.corp.airliquide.com
72
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:33
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPP - ECAPEX
NaN
NaN
NaN
48
2025-08-25 4:30:17
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User unable to access E-Capex and prompt error "Owner is inactive in Oracle master table and active in Employee master table" POSSIBLE CAUSES: The issue happened as position and job not updated in user's Oracle employee BEFORE YOU START: Require access to: 1. Oracle User Maintenance (by Country) 2. Oracle SQL Query ALPROD STEPS: 1. Check user record in e-Capex 2. Check user employee record in Oracle select* from apps.per_all_people_f where email_address='selena.kao@airliquide.com' 3. Check job and position status for the employee select wr.orig_system_id,wr.orig_system,pf.* from apps.per_all_people_f pf, apps.per_all_assignments_f ps, apps.wf_roles wr where pf.person_id = wr.orig_system_id and sysdate between pf.effective_start_date and pf.effective_end_date and sysdate between ps.effective_start_date and ps.effective_end_date and ps.person_id = pf.person_id --and pf.email_address like 'mingkwan.lai@airliquide.com'; --and wr.orig_system = 'PER' and orig_system_id = 28433 4. Update the position and job in User Maintenance > Enter Employee: LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - EAPP - ECAPEX Configuration item: eCapex Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:UK ENTITY:ALL SYMPTOMS: User needs to request Lotus Notes account creation, user maybe already has the application installed but needs the ID file to set up the Lotus Notes app with the account. STEPS: Create an incident with the below categorization and assign to CGI-CROSS DOMAIN-L3 LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: LOTUS UK - CUSTOMER QUERY - PROD Category: Application Subcategory: Access / Rights Assignment group: CGI-CROSS DOMAIN-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Salesforce - How to log into Salesforce via Gmail extension
English
hezharjoyo.kaluny@as.corp.airliquide.com
212
Margherita MANZELLA
Uncategorized
Published
2025-09-29 13:40:17
5
GIO Service Desk
NaN
#########
3.50
Customer relationship Management
NaN
NaN
NaN
73
2025-05-22 4:48:34
#########
NaN
BEU-CRM
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User calls for assistance on how to login to Salesforce via the Salesforce Gmail extension. BEFORE YOU START: Make sure the user has the Salesforce extension added to his/her Chrome browser. Salesforce (Gmail extension): https://chromewebstore.google.com/detail/salesforce/jjghhkepijgakdammjldcbnjehfkfmha STEPS: 1. User has to login via Custom domain (for IM: airliquide-eu-im.) and not with Username. 2. Also make sure to add the URL of Salesforce In case the user still cannot login assign the incident as per KB0011505 LOGGING CATEGORISATION: Business service: Customer relationship Management Configuration item: SALESFORCE IM EUROPE - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with logging into the Salesforce Chrome extension. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
add, add-on, airliquide, can, cannot, chrome, com, corp, english, extension, gmail, hezharjoyo, how, in, into, kaluny@as, log, login, manzella, margherita, not, on, salesforce, to, via
NaN
KB0051899
Collab - Handling Outages
English
hezharjoyo.kaluny@as.corp.airliquide.com
187
Juan Pablo DE LUNGARO
Uncategorized
Published
2025-09-29 14:56:58
6
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
44
2025-08-01 3:39:29
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY:Argentina ENTITY:BIS AMERICAS SYMPTOMS: This article describes the steps to perform in case an end-user from Argentina reports an issue with the Collab telephony system affecting multiple users both during regular office hours and out of office hours. BEFORE YOU START: Collab is a telephony system in Argentina that many Air Liquide users use to support their customers and clients. Whenever the Collab system is down for multiple users DURING OFFICE HOURS, the ticket needs to be raised as a P2 as it is a critical application. In addition to sending the ticket to the below indicated resolver team, please also contact Federico Kamitz or Diego Silva so that they can engage the provider in a timely manner. Office hours: Mon-Fri 8:00 AM - 18:00 PM ARGENTINA time Out of office hours: Mon-Fri 18:00 PM - 8:00 AM ARGENTINA time, Sat-Sun - the whole day STEPS: Office Hours: 1. Capture information about the issue asking the user to describe the issue as accurately as possible. If possible, connect to an end-user computer and take a screenshot of any error message or status indicator that might help the resolver team to identify the issue. 2. Ask the user when the issue started and roughly how many users are affected. 3. Create the ticket with High priority based on the below categorization and send it to the indicated Assignment Group. 4. Contact Federico Kamitz or Diego Silva with the ticket number indicating that Collab is down. Out of Office Hours: During out of office hours, a select number of on-duty users are instructed to contact the provider, InsideOne directly. 1. If an end-user happens to call the Service Desk about a Collab issue out of office hours, and they don't know whom to contact, provide the user the following contact details to reach InsideOne On-Duty Support: +54 (011) 5352-6868 2. Open a ticket with P3 priority based on the below categorization and assign it to the indicated Assignment Group stating that the user was informed that they need to call InsideOne directly. LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Category: Application Subcategory: Functional / Technical Issue Assignment group: GIO-EUS-FS-ARGENTINA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
Google Calendar/Drive/Sites - information to collect in case of issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
403
Harold OUSSET
Uncategorized
Published
2025-08-04 7:56:17
4
GIO Service Desk
NaN
#########
5.00
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
164
2025-08-04 7:54:36
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User calling about an issue/incident regarding the Google Calendar/Drive/Sites. BEFORE YOU START: Before routing the incident to the GIO-EUS-GOPS-DWP-L2 team, follow the steps below and please gather the troubleshooting information. Whole screen screenshots or screencasts with reproduction steps and errors are mandatory in all cases! STEPS: Any issues with the user interface (UI): For issues such as slowness, missing buttons, buttons that dont work as they should, any error messages visible in the application, or any other error that happens when interacting with the page ? Follow KB0012701 Google Calendar: CALENDAR TROUBLESHOOTER Useful information about Calendar For all Google Calendar issues, gather a clear description of the issue, including affected users, calendar name, event name, date, time, full screen screenshots of the affected calendar showing the errors or missing content and the information requested under each type of issue. Calendar sharing issues Screenshot of the affected calendar sharing settings Event issues Clear description of the issue. Who created the event and who cannot see it?Screenshot of the affected event details. Ask the owner of the event to double click on it to see the event details.Screenshot of the affected calendar sharing settings.Search the event by its name using the search bar inside Google Calendar and provide a screenshot of the results.Provide the name of the affected calendar and email addresses of the affected user or users.Confirm with the customer if she/he is syncing the calendar with any apps or devices, such as Outlook, mobile phones, tablets or any other app. Provide as much information as possible. Notification issues Identify the kind of notification missed (email or desktop notification)Screenshot of the calendar notifications settings. Google Drive: Sharing issues Type of document, such as Google Docs, Sheets, or Slides, that the issue occurs inURL of the documentUsername of the owner of the documentList of users that the document is shared with and the sharing setting for each user (Editor, Commenter, or Viewer)Number of users on the sharing list experiencing the issue Missing Documents Confirm that the document is not in users Drive TrashUsername of the owner of the documentTitle of the documentURL of the document Offline issues Is the Google Docs Offline Chrome extension installed?Is the offline function enabled on Google Drive?Try to trigger resync by disabling and re enabling offline mode 404, 500, and Service Disabled errors Does the issue occur when you access Drive through http://drive.google.com/a/adomain.com?Record and provide the relevant HTTP Archive (HAR) file and Screencast (Video) while reproducing the issue on an Incognito Window. For the recording instructions for your browser, go to the HAR Analyzer page. Document doesn't load Does the issue continue after you clear the browser's cache and cookies?Provide the documents URL.Record and provide the relevant HTTP Archive (HAR) file and Screencast (Video) while reproducing the issue on an Incognito Window. For the recording instructions for your browser, go to the HAR Analyzer page. Google Sites: General issues URL of the affected site.Function or aspect of the page thats not working.Does clearing the browsers cookies and cache and restarting the browser fix the issue?Full screen screenshotsPrivate (Google Drive editor) url. Page content, gadgets, and sharing Affected content inserted into the site along with how it was added to the site (for example, document by URL or the gadget name).Name of the gadget.Screenshot of current sharing settings. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Oracle Performance - Requests Running Long - Technical Check
English
hezharjoyo.kaluny@as.corp.airliquide.com
9
NaN
Uncategorized
Published
2025-09-12 8:44:32
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
0
2025-09-12 8:42:22
#########
NaN
BAP-COE-ORA-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC PURPOSE The purpose of this document is to find the average run time of the job to decide it if is correct or abnormal. INTENDED AUDIENCE Service Desk ASSUMPTION User to provide following information: 1) Job name (or) Concurrent Program Name 2) Request ID 3) Country ** If Request ID is provided or a screenshot of request ID provided, Job name and entity is not necessary STEPS 1) If job name or concurrent program name is given along with country, run the below SQL from the related database (ALPROD / JPPROD). The ones highlighted in blue color need to be replaced with the one user provided. SELECT round(AVG((nvl(actual_completion_date, sysdate) - actual_start_date) * 24 * 60), 2) average_runtime_minutesFROM apps.fnd_concurrent_requests cr, apps.fnd_concurrent_programs_tl cp, apps.fnd_responsibility_tl frWHERE cr.concurrent_program_id = cp.concurrent_program_id AND cr.responsibility_id = fr.responsibility_id AND cp.user_concurrent_program_name = 'Payables Open Interface Import' AND UPPER(fr.responsibility_name) LIKE '%CHINA%'; 2) If request ID is given, run the below SQL from the related database (ALPROD / JPPROD). The ones highlighted in blue color need to be replaced with the one user provided. SELECT round(AVG((nvl(actual_completion_date, sysdate) - actual_start_date) * 24 * 60), 2) average_runtime_minutesFROM apps.fnd_concurrent_requests cr, apps.fnd_concurrent_programs_tl cp, apps.fnd_responsibility_tl frWHERE cr.concurrent_program_id = cp.concurrent_program_id AND cr.responsibility_id = fr.responsibility_id AND EXISTS ( SELECT 1 FROM apps.fnd_concurrent_requests cr1, apps.fnd_concurrent_programs_tl cp1, apps.fnd_responsibility_tl fr1 WHERE cr1.concurrent_program_id = cp1.concurrent_program_id AND cr1.responsibility_id = fr1.responsibility_id AND cr1.request_id = 159090384 AND cp1.user_concurrent_program_name = cp.user_concurrent_program_name AND fr1.responsibility_name = fr.responsibility_name ); MEC PRIORITY GUIDELINE Please follow below guidelines to decide the priority during MEC 1) Number of users impacted is 1 and no MEC impact, it must be P4 2) Number of users impacted is 1 and has MEC impact, it must be P3 3) Number of users impacted is more than 1 and has MEC impact, it must be P2 4) Multiple users from multiple locations is impacted should be P1 REFERENCE(S) MEC Schedule LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: ApplicationSubcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Process, Assignment TEAM: GIO-EUS-SD-APAC-L1.5
Table of content: IntroductionDefine the Process or PurposePrerequisitesProcess step by step Introduction As a Service Line or Project Owner, you may need to send an IT-related communication to end-users in the APAC region. This article explains the process for engaging the APAC Service Desk to handle the translation and broadcasting of these communications. Define the Process or Purpose The purpose of this document is to outline the centralized communication service offered by the APAC Service Desk. This service ensures that communications for Major Incidents, Change Management, and End-User Information are professionally translated (if required) and broadcast to the correct audiences in a timely and consistent manner. Prerequisites The initial communication content must be drafted by the Service Line or Project Owner.For non-Major Incident communications, the correct template must be used (links provided below).The target audience (countries, specific user groups) must be clearly defined in the request. Process step by step Service Availability and Responsibilities The APAC Service Desk operates from Monday to Friday, 7:00 AM to 7:00 PM (MY/SG local time). All non-major incident communications will be broadcast during these hours. Service Line / Owners: Responsible for drafting the initial communication content.APAC Service Desk: Responsible for translation (if required) and broadcasting the communication. Communication Types, Lead Times, and Templates The table below outlines the requirements for each type of communication. Please adhere to the lead times to ensure smooth and timely delivery. Communication Type & Template Lead Time for Translation Broadcast Availability Major Incident Comms No lead time required 24/7 Change Management Comms Template 1 week Business Hours End-User Information Comms Template 1 week Business Hours Note: The drafting and template for Major Incident communications are managed by the Major Incident Coordination (MIC) team. How to Submit a Communication Request Service Lines and Owners should draft their communications using the appropriate template from the table above and send the request to the designated Service Desk email address: apacit-service-desk@airliquide.com Urgent After-Hours Communication Process For any URGENT Change communication outside of business hours (after 5:00 PM SGT) or on weekends, you must contact the Service Desk by phone at least 1 hour before the change begins. Please be aware that urgent communications sent after hours will only be broadcast in English. Contact: If the information you require is not available in this article, please let us know your needs by leaving a comment below.
airliquide, apac, com, communication, corp, desk, end, end user communication, english, hezharjoyo, kaluny@as, service, service desk it communication service for apac
NaN
KB0017983
eApps - Why DO is not found in deliveries
English
hezharjoyo.kaluny@as.corp.airliquide.com
11
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:30:59
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
3
2025-05-28 5:46:17
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: DO is not found in deliveries Orders are viewable in the My Orders & Deliveries screen. Make sure the DO onfirmed date is in the last 12 months. The myGAS will show deliveries only in the last 12 months. Make sure the order is not there as pending orders waiting for CSU validation. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: Follow the steps below to view the orders in myGAS: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Orders & Deliveries to see the orders. 5. Click DELIVERIES tab to see the delivery orders. Use the following query to check the DO select * from cp.Do_header where doc_no=#DOCNO# If the above steps did not solved the issue, raise an incident with the following details LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-EAPP-L2 ARTICLE TYPE: Assignment TEAM: L2
airliquide, com, corp, deepak, deliveries, deliveriies, do, do not found, eapps, english, found, hasani-sc, hezharjoyo, kaluny@as, mygas, not, why
NaN
KB0042615
Gideons- Web page is inaccessible
English
hezharjoyo.kaluny@as.corp.airliquide.com
27
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-08-07 11:49:43
9
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
49
2025-03-03 2:48:51
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC _ SYMPTOMS: There is a credentials box prompted. Examples as below: STEPS: Guide user to login using his username and windows password Check if password is not expired, if it is proceed with password reset Check if user have account in AL Security. If the account exists in AL Security and all the relevant access has been granted, please advise user as below : 1. Proceed to enter your user ID and password on the login credentials page.Username : xxxx (follow user ID in AL Security. Example : ariel.wei)Password:
REGION:AME ENTITY:BIS AMER SYMPTOMS: Information request regarding Large Industries website or related homepages BEFORE YOU START: LI Americas Hub consists of the NAM & LATAM clusters. This site is a centralized location where information and knowledge can be shared, stored, and distributed quickly and broadly to the entire Americas Hub. All links are included in: Large Industries Americas homepage STEPS: You can provide the user with the requested link(s), as follows: LEAP KNOE READI TCL SIO Operations WIKI LI-WIM Alexandria IMS Technical Standards GT Compliance & Risk Management LI US website LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Situation: Service Question / Assistance [Incident] Resolution Notes: Guided user to the required site. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:Canada & USA ENTITY:BIS AMER SYMPTOMS: User is reporting that is having an issue with the computer, it is not starting, it is freezing, it is not powering on or off, etc. BEFORE YOU START: Whenever a user is presenting a hardware issue, avoid routing the ticket directly to the Field Service Team without any troubleshooting. Always verify if computer has reached its End of Life date on MMS or not yet. When a computer is presenting slowness follow the next KB article: WINDOWS - computer slowness Please note this process is applicable for Canada and the USA only! For LATAM users, even if the computer is out of warranty, an Incident needs to be sent to the corresponding FS team as per KB0041214 STEPS: 1.- Check the End of Life date of the computer in MMS: 2.- If End of Life is expired, ALWAYS guide user to submit a request though My IT Corner for replacement. After this, open an Interaction, then open and close a request based on the below LOGGING CATEGORIZATION. NEVER SUBMIT ANY REQUEST ON BEHALF OF USER, INSTEAD GUIDE USERS THROUGH MY IT CORNER. 3.- If End of Life is NOT expired proceed to follow basic troubleshooting to determine if the computer needs to be verified physically Always make sure that the power cable is properly plugged in to the computer and to the power source. Ask user to identify if the power cable has any visible damage.Ask user to verify if the PC or Laptop has any visible damage.Ask user to verify if the DATA cables have any visible damage (HDMI, DP, VGA, DVI, USB) Ask user if the ports of the computer have any physical damage.Ask user to verify if there is any light blinking on the computer.When a computer is freezed or is not shutting down: Hold power button for 10 to 30 seconds until in turns off, wait 30 seconds and turn on computer again.As a workaround reboot the computer and at the black screen, tap F12 repeatedly until it says "preparing one time boot" and select the diagnostics option. As a workaround shut down completely the computer and wait 10 seconds to turn it on again. If basic troubleshooting does not resolve the issue, assign an Incident ticket based on the below categorization to the corresponding Field Services team. LOGGING CATEGORISATION: PC did not End of Life: Ticket template to be used: AME - Hardware Issue Business service: GIO - EUS - UWP - Hardware service Configuration item: Computer name Category: Devices Subcategory: Hardware Assignment Group (if not L1): Corresponding FS Team Resolution Notes: After basic troubleshooting user confirms that computer is working fine again. PC reached End of Life: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which topic: IT manager or related line (Until further notice)Explanation: Hardware issue on out of warranty PC TICKET TYPE: Incident or Request ARTICLE TYPE: FCR TEAM: L1
airliquide, cable, com, computer, computer damaged, corp, damaged, down, english, freezed, gaite, hardware, hezharjoyo, issues, kaluny@as, laptop, laptop issue, martin, not, not power down., not power on, off, pc, pc issue, power, power cable, slowness, turn, unable, unable to turn off
NaN
KB0021509
eNCR - Availability
English
hezharjoyo.kaluny@as.corp.airliquide.com
13
Mateusz DREHER
Uncategorized
Published
2025-09-29 14:32:26
5
GIO Service Desk
NaN
#########
NaN
BEC - eNCR
NaN
NaN
NaN
9
2025-05-26 3:36:05
#########
NaN
BEC-ENCR-L3
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: eNCR application is not available for the user. STEPS: Assign incident to BEC-eNCR-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - eNCR Configuration item: eNCR - PROD Category: Application Subcategory: Support / Assistance Assignment group: BEC-eNCR-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
SLM; Creating new Supplier Lifecycle Management(SLM) requests.
English
hezharjoyo.kaluny@as.corp.airliquide.com
107
Srichandra R-SC
Uncategorized
Published
2025-09-02 12:54:57
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
71
2025-09-02 12:52:36
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User requested creating new supplier Refer to CATTASK1178005 POSSIBLE CAUSES: Creating new supplier BEFORE YOU START: Check the supplier have in the oracle and epic system STEPS: Any update on suppliers should be done via creating Supplier Lifecycle Management(SLM) requests. Hence, Kindly reach to user procurement team for create SLM LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 /BAP-COE-ORA-L2 ARTICLE TYPE: Process, Assignment TEAM: L1.5 Apps
airliquide, any, any update on suppliers should be done via creating supplier lifecycle management(slm) requests.\n creating new supplier, com, corp, creating, done, english, hezharjoyo, kaluny@as, lifecycle, management, new, r-sc, requests, should, slm, srichandra, supplier, suppliers, update, via
NaN
KB0034573
Office Telephony - Change the current Email
English
hezharjoyo.kaluny@as.corp.airliquide.com
54
El Bakkal KAMAL-SC
Uncategorized
Published
2025-09-29 14:56:53
7
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
10
2024-11-26 2:29:41
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Process is L1.5 scope. The user submitted a request with type of order Manage an Office Telephony profile in My IT Corner to change his/her current email address for the softphone profile. STEPS: To change the current email of a users webex account, he will create the request and provide you with these information: Site of attachmentRequested for ( The name of the person to which the profile to be modified is assigned to), his/her manager, phone number, email, location and entity.the current phone number assigned to the Webex profile to be modified.The new email address he wants to assign to the Webex p 1. Open the related RITM/CATTASK ticket in the Unassigned queue or via user`s ticket history 2. Open the ticket and go to Variables 3. Copy the email address of the user (Requested for) 4. Go to Webex Control Hub ? Users ? Search with users email address: 5. In users account, delete the current email address in primary Email: 6. Enter the new email address provided by the user in the request and click on Save. 7. Go back to MMS to close the request: change the state from open to: closed completeassign the task to youadd a closure information: example: Users Webex email address has been changed. NOTE: In case the CATTASK needs to be pended due to any reason, put the state of the request to "Planned with user". Handle the CATTASK generated by the "Manage an Office Telephony profile" request. ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION:Germany/Italy/Netherlands/Portugal/Spain ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User needs access to CX-Platform (SALESFORCE). BEFORE YOU START: for CX-Platform (SALESFORCE) FR VITALAIRE: KB0023254 - CX-Platform (SALESFORCE) - Access / Installation / any functional issue (HOMECARE FRANCE) for CX-Platform (SALESFORCE) SA VITALAIRE: KB0034648 - CX-Platform (SALESFORCE) - Access / Installation / any functional issue (SA-VITALAIRE) for Salesforce EU: KB0011505 - Salesforce - SSO, key users, resolver groups, categorisations (EU) STEPS: Request account in CARMnotification email is sent to the end user -> informing him/her to create a password (link is expires in 24 hours) what if the link expires? -> Incident ticket to resolver team reset password -> notification within the tool -> done in Salesforce tool What ID is used to login (see CARM): - personnel username (check in CARM) - personnel password creation at first connexion With Ivanti/ OKTA no username either password needed LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Assisted user with submitting a request in CARM for access to CX-Platform. ARTICLE TYPE: FCR TEAM: L1
OBC Tablet/Printing - Crash when printing or uploading 4
English
hezharjoyo.kaluny@as.corp.airliquide.com
22
Mohdasnawi MAKMON-SC
Printing / Devices
Published
2025-09-01 10:15:29
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
5
2025-09-01 10:15:18
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User is reporting that printer is not working POSSIBLE CAUSES: When generating the EDN, webview is used to display the HTML page, while the width and height of that webview was deetermine to generate the EDN, the EDN generation fails before the webview has fully loaded the page. It can start, which causes an error that width and height must be greater than 0, and crashes. (for version 5.18.38.10) EDN???????HTML???????????Webview???????Webview??????????EDN??????????Webview??????????????EDN???????????????????????0???????????????????????????????（?????5.18.38.10???） BEFORE YOU START: Check the version of the OBC STEPS: Start OBC again and have them try printing/uploading. Occurs when EDN generation takes a long time, but will be resolved from the OBC version released in 2023. ??OBC??????????????????????? EDN??????????????????2023????????OBC???????????? LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Devices Subcategory: Printer Resolution notes: Service Desk will assist the user to fix the printer TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Oracle - This Combination Has Expired In GL Accounts
English
hezharjoyo.kaluny@as.corp.airliquide.com
21
Srichandra R-SC
Uncategorized
Published
2025-08-05 3:15:04
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
7
2025-08-05 3:14:54
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: This Combination has expired and unable proceed journal POSSIBLE CAUSES: Required Remove end date Combination BEFORE YOU START: Request from user which entity involve this COA(COMBINATION) STEPS: 1. Find the COA account Navigator : General Ledger Manager / Payable Admin Setup-> Flexfields->Combinations-> Open b) Combination (COA): View > Query By Example> Enter Input Combination account Example : AU01010.02.9900000000.A46009999.460020.A00.A9X2.0.0 View > Query By Example> Run Gets Error because this combination has expiredRemove "Effective to " date for the Account combination.\ Save changes. C) Email user and get confirmation. Once confirmed, close the ticket LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
accounts, airliquide, com, combination, corp, date, end, english, expired, gl, has, hezharjoyo, kaluny@as, oracle, r-sc, remove, srichandra, this combination has expired\n remove end date combination
NaN
KB0041120
Windows - Banner / Pop up Announcement
English
hezharjoyo.kaluny@as.corp.airliquide.com
62
J'Rose MATUTINA-SC
Windows - Storage / Performance
Published
2025-07-30 11:35:25
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
18
2025-07-14 5:17:41
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User is requesting for a Windows Banner, Pop up Announcement or Notification BEFORE YOU START: > A MMS demand has to be created in advance in the English language. For creation you may contact: jean-christophe.bouchez@airliquide.com cecile.ildis@airliquide.com > Demand has to be issued at least 8 weeks prior to go live of the notification. STEPS: 1. Create an Incident ticket. 2. Provide this guide to the user and close the ticket: https://docs.google.com/document/d/12Pvkocaba78TsLdrQjbyKk_vRglTiG6V7ruVCbMQBCA/edit#heading=h.8sivif1oepq4 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Raise MMS demand to create Windows pop-up banner for announcement or notification In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Device Subcategory: Operating system Resolution Notes: Show where to go request submitted.
advertisement, airliquide, announcement, banner, com, corp, english, hezharjoyo, kaluny@as, matutina-sc, notification, pop, pop up notification, popup, rose, software, up, window, window pop up, window popup, windows, windows pop up, windows popup
NaN
KB0028585
Tekla on Citrix - how to make a request for access
English
hezharjoyo.kaluny@as.corp.airliquide.com
11
Pawel TYBURSKI-SC
Uncategorized
Published
2025-07-29 20:16:28
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
2
2025-06-23 4:13:15
#########
NaN
BEC-INFRA-EUDC-L3
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User is calling or opening a ticket to Service Desk for accessing Tekla Citrix Desktop. Citrix TEKLA (E&C) - TEKLA Structure (All Modules) for E&C STEPS: Redirect user to open a specific request for access in My IT Corner Path: myITCorner Catalog > Applications > Engineering & Construction > Sort A-Z -> Choose Citrix Tekla LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user:Business service: GIO - EUS - Service DeskConfiguration item: MyITCorner - PRODCategory: DevicesSubcategory: AccessoriesResolution Notes: Guided user to submit request via MyIT corner
IVANTI - Unable to connect IVANTI via Softbank Pocket WiFi
English
hezharjoyo.kaluny@as.corp.airliquide.com
120
Taeko FUKUSHIMA-SC
Network / Connectivity
Published
2025-06-02 12:00:08
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
128
2025-06-02 11:59:55
#########
INC1138896
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: JAPAN ENTITY: APAC SYMPTOMS: With the conditions below, user's attempts to connect IVANTI fail. Japan user They use "Softbank" Pocket WiFi provided by the company (Note: Not "AU" Pocket WiFi)They use Okta Verify app that is installed on their PC (Note: Not on their mobile device) STEPS: Guide use to register with Okta verifyIf user already registered cant still access , get error message and create ticket LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - SRA - IVANTI (PULSE) ISSUE Business service: GIO - SEC - Secure Remote Access Category: Application Sub Category: Availability / Performance Issue Assignment group (if not L1): GIO-EUS-FS-JAPAN-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS: The following article describes the chase process for each of the 3 strikes and the pending codes. This process applies to: INCIDENTSCATTASKSINCTSKs BEFORE YOU START: Service Desk must always try to contact the user by PHONE first.Please set status message to Google CHAT: ** PLEASE DO NOT REPLY TO THIS CHAT AS IT IS NOT MONITORED.** + No entry sign to How to guide is attached to this email. It should look like this, If you struggle, please contact your TL. IMPORTANT!!! DO NOT go into conversation with the User via the chat. The message serves only to inform and redirect the user to the official channels!!! If user attempts to contact you through Google Chat for a different issue, politely ask the user to contact us through Phone/Chat/Web Ticket: "Thank you for contacting the Air Liquide Service Desk. Please call us according to your location - here is the contact list, you can also open a Chat or submit a ticket through My IT Corner so that we can properly address this issue and give you the support you deserve. No AUX codes can be used, you should do this as part of your regular backlog handling!Please note: The Service Desk may not pend tickets for longer than 2 weeks. If a user is on annual/sick leave for longer than that, please resolve the ticket as not resolved once information confirming the leave period is obtained and added to the ticket in the Work Notes. HIGH LEVEL PROCESS: STEPS: Only use provided chat and email Chase TemplatesDocument actions taken in ticket work notes and reason for pending in Additional comments 1.1. 1st Strike Provide the reason for follow up and any required information (detail clarification, resolution confirmation, etc.) 1st failed attempt - Use code in the short description: [CH1] Call the customer via phone. Leave a message if taken to VoicemailCopy and paste the appropriate 1st strike Google chat script from the Chase TemplatesCopy and paste 1st strike email as per the Chase TemplatesSet to Pending 'Awaiting Customer', Pending Until next business day, taking user availability into consideration. Add reason for pending in "Additional Comments" fieldDocument actions taken in ticket work notes 1.2. 2nd Strike 2nd failed attempt - Use code in the short description: [CH2] Copy and paste 2nd chase email as per the Chase TemplatesSet to Pending 'Awaiting Customer', Pending Until next business day, taking user availability into consideration. Add reason for pending in "Additional Comments" fieldDocument actions taken in ticket work notes 1.3. 3rd Strike 3rd failed Attempt- Use code in the short description: [CH3] Copy and paste 3rd chase email as per the Chase TemplatesSet to Pending 'Awaiting Customer', Pending Until next business day, taking user availability into consideration. Add reason for pending in "Additional Comments" fieldDocument actions taken in ticket work notesWatchlist: Add the user's approving manager to the watchlist Set to Pending 'Awaiting Customer', Pending Until next business day, taking user availability into consideration. Add reason for pending in "Additional Comments" fieldDocument actions taken in ticket work notes 1.4. When 3rd chase fails Select the "Resolve incident" button Go to the "Resolution" tab, then ticket the "Not Resolved" check box This Box must be used when we are applying the 3 strikes rules and we did not have an answer from the user It will automatically fulfill: Resolved code/cause code/resolution notes. Please overwrite the Resolution notes with the Incident Resolution Script in the Chase Templates, in the user's native language. 2.1. MTTN Guidance 2.1.1 Code usage Please follow the below MTTN set up as this is aligned with the ticket management process 2.1.2 User is out of office Use the code [UOO] (User Out of Office) and his date of return as the pending until date 2.1.3 Bank Holidays For Bank Holidays, please use the below codes: ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: DVSR not getting posted to User in General POSSIBLE CAUSES: 1. Wrong contact selected. 2. Mobile data connection may be OFF. 3. The OBC server may be slow or down. STEPS: Follow the steps below to generate the eDN (electronic Delivery Note) and upload after 1. Open DVSR Contacts in department. 2. Check DVSR departments assigned to the DVSR created. 3. Check whether correct DVSR contacts have been selected (checked) in DVSR Contacts in Departments screen. 4. Check selected contact has valid email addresses. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, blac, com, corp, deepak, dvsr, english, general, getting, hasani-sc, hezharjoyo, kaluny@as, not, obc, posted, user
NaN
KB0048379
CANON Uniflow Printer - How to make a copy
English
hezharjoyo.kaluny@as.corp.airliquide.com
12
J'Rose MATUTINA-SC
Printing / Devices
Published
2025-07-30 11:49:45
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
1
2025-07-15 8:41:48
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Users need assistance on how to make a copies on canon uniflow BEFORE YOU START: Verify the icon uniFLow Smart Client: Connected! is visible in the Windows system tray.Verify the printer is also mapped and set as default. STEPS: On a shared printer, Scan your badgeSelect CopySet copy preference, place the document on the machine and press Start. Continue with the next step or return to the main menu by pressing Main Menu After the copy job is complete, press Log Out to exit LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Canon UniflowModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user or in case reassignment is needed: Business service: GIO - EUS - MPS Configuration item: Hostname of user's PC or Printer model Category: Devices Subcategory: Printers
airliquide, canon, com, copy, corp, english, global, hezharjoyo, how, how to, kaluny@as, make, matutina-sc, printer, rose, uniflow
NaN
KB0018225
BLAC - EDN cannot be seen from Delivery Order Or FTC screen
English
hezharjoyo.kaluny@as.corp.airliquide.com
48
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:42
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
35
2025-06-17 5:05:37
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: EDN (Electronic Delivery Note) cannot be seen from Delivery Order Or Fast Trip Confirmation (FTC) screen STEPS: Follow the steps below to check if the eDN is available in EDN Manager screen: 1. Open BLAC. 2. Click OBC menu and then click eDN Manager submenu. The EDN Manager screen opens. 3. Click in the Batch No. field. The Order Searcher dialog box opens. 4. In the Order Searcher dialog box, click Search to display all the delivery orders (DOs). 5. Click the required DO from the list and click Select. The details of the DO is displayed in the EDN Manager screen. 6. Click View. The eDN (Electronic Delivery Note) of the delivery order is displayed in PDF format in a separate window.Note: If there is no eDN, then it is obvious that it is not available on FTC screen. 7. Report it for investigation, if the eDN is available but not displaying on FTC screen. POSSIBLE CAUSES: EDN is not available and hence not reflected on FTC screen. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC - OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident TEAM: BAP-COE-BLAC-L2
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: The following article describes the process for requesting a site ID closure or deletion in MMS. BEFORE YOU START: Wherever a requirement exists to close a site in MMS, a DMND needs to be raised via the regional cluster Business Partner for in order the Demand Coordinator to place an order in MMS Catalog accordingly. Depending on the Sites configuration, it may include the following items1. Close a site in CARM (GIO Security) 2. Close site connectivity (GIO Site Infrastructure) 3. End User Devices (GIO User Workspace - Asset Management) 4. Printers (GIO User Workspace - MPS) STEPS: Please guide the user to raise one of these MMS Catalogue as per below links, depending on the Site's configuration. Main Catalog: Site closure main catalog Sub Task of catalog: Site closure for printers , Site closure of end user devices If there is any requests regarding the site closure itself or further clarification is needed, please contact the GIO Demand Coordinator accordingly Important: If the user has no access to the above link, advise them to contact their manager/supervisor to submit the request on their behalf. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT. Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guided user to raise GIO request. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Advised the user to submit a GIO Request.
airliquide, carm, catalog, close, close site, close site connectivity, close site in carm, closure, com, connectivity, corp, deletion, devices, end, english, hezharjoyo, kaluny@as, main, mms, printers, site, site closure, site closure / deletion in mms, site closure for printers, site closure main catalog, site closure of end user devices, site deletion
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KB0014573
iAladin - Assistance regarding iAladin Apps
English
hezharjoyo.kaluny@as.corp.airliquide.com
397
Krzysztof LOPATA
Uncategorized
Published
2025-09-29 14:32:16
5
GIO Service Desk
NaN
#########
NaN
EE Customer & Distributor Data Management and Invoicing
NaN
NaN
NaN
257
2025-09-12 3:59:14
#########
NaN
BEU-CYL-CADEX-L2/L3
COUNTRY/REGION:Europe ENTITY:ALL BEFORE YOU START: the request needs to be raised in CARM: SYMPTOMS: User is in need of assistance regarding an iAladin Apps. E.g.: - USD check book modification - Transaction cannot be deleted - Add driver - Change the report - Does not receive email - Email address modification - Incorrect date - Sales report modification - Licence renewal - List of active customers - Missing transaction - Order cannot be closed - Order status change request - Request assistance - Problem exporting files - Problem with customer - Product code modification request - Report creation request The applications include:- IALADIN WORKFLOW (PROD & PPRD)- IALADIN ORACLE (PROD & PPRD)- IALADIN PARTNER (PROD & PPRD) - SERVITRAX IALADIN (PROD & PPRD) BEFORE YOU START: If the user is calling regarding Account Modification, Account to be unlocked or Password reset, the user must be redirected to My IT Corner to raise the relevant request. Refer to the article KB0014575. 1.Access - SAP iAladin - Production https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=c34fed671b6228509542ec22604bcbfe 2.Access - SAP iAladin - Non Production https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=109daebb1b6260109542ec22604bcb2b If user`s problem is related to Workflow error / Unable to edit CIR / Transaction not delivered to SAP please follow KB0014574. STEPS: Create an Incident and assign it to BEU-CYL-CADEX-L2/L3. LOGGING CATEGORISATION: Business service: EE Customer & Distributor Data Management and Invoicing Configuration item: IALADIN ORACLE 12C - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEU-CYL-CADEX-L2/L3 TICKET TYPE: INCIDENT ARTICLE TYPE: Assignment TEAM: OSS
active, ad, add, add driver, address, airliquide, apps, assistance, bank, book, change, change the report, check, closed, code, com, corp, creation, customer, customers, date, deleted, does, does not receive email, driver, email, email address modification, english, exporting, files, hezharjoyo, hoc, ialadin, import, import bank statement, incorrect, incorrect date, kaluny@as, krzysztof, licence, licence renewal, list, list of active customers, lopata, missing, missing order in sap, missing transaction, modification, not, oracle, order, order cannot be closed, order status change request, partner, po, po not visible, problem exporting files, problem with customer, product, product code modification request, receive, regarding, renewal, report, report creation request, request, request assistance, sales, sales report modification, sap, sap ialadin, servitrax, software, statement, status, supplier, supplier creation, transaction, transaction cannot be deleted, usd, usd check book modification, visible, workflow
NaN
KB0055037
UniFlow Online - Request for PIN
English
hezharjoyo.kaluny@as.corp.airliquide.com
173
NaN
Uncategorized
Published
2025-09-29 12:54:17
5
GIO Service Desk
NaN
#########
3.00
GIO - EUS - MPS
NaN
NaN
NaN
49
2025-05-15 7:50:07
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY:GLOBAL ENTITY:ALL SYMPTOMS: User needs to link to UniFlow Online Dashboard to retrieve their PIN. User tries to print using UniFlow Online printer but it is asking for PIN. User did not received an email (subject: uniFLOW Online PIN) after UniFlow Online registration. No PIN displayed in UniFlow Online Dashboard. BEFORE YOU START: 1. Check user's inbox/spam/junk folder for the UniFlow Online registration email with subject: uniFLOW Online PIN 2. Ensure that Uniflow SmartClient is installed and connected on the computer STEPS: 1. Ask user to check inbox/spam/junk folder for the UniFlow Online registration email with subject: uniFLOW Online PIN 2. If no email found, ask user to access UniFlow Online Dashboard: https://fr3218238.eu.uniflowonline.com 2a. Select "Continue with Air Liquide KITE Account". 2b. To show your PIN code, please click on the three small dots in the PIN sub-section and select "Show PIN code". 3. If no PIN displayed (as above), try to uninstall/reinstall Uniflow SmartClient (see KB0041338), restart PC and set up uniflow again. 4. If still no email received and/or PIN still not displayed in UniFlow Online Dashboard, gather all necessary details and assign incident to support team to configure user profile. LOGGING CATEGORISATION: Template to be used: GLOBAL - MPS Printer - Configuration/Issue Business service: GIO - EUS - MPS Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-GOPS-CWS-L3 Resolution Notes: Guided user to retrieve UniFlow PIN TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC, India ENTITY: BIS APAC, BIS AMEI SYMPTOMS: Users fail access to Gideons (either APAC user and/or India user) POSSIBLE CAUSES: Window password have expired. Gideons Maintenance times: every Friday 3pm to 4 pm BEFORE YOU START: Please make sure user have connect to the internet and able to access to intranet Check if user has enrolled any device to Okta. If yes, guide user to login with SSOGuide user to login using username and windows passwordCheck whether the password has been expired or not, if it is proceed with password reset Check if user have account in AL Security. If the account exists in AL Security and all the relevant access has been granted, please advise user as below : Proceed to enter your user ID and password on the login credentials page.Username : xxxx (follow user ID in AL Security. Example : ariel.wei)Password:
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Below error appear when user try to modify trip. Error: Some problem occurs while processing your request. Please contact the administrator. POSSIBLE CAUSES:- Details related to Trailer_Id, Product_Type and Grade_Id were missing due to which the user couldn't modify the trip. BEFORE YOU START: Please get below information from user. Trip numberTrip dateDriver IDPrime mover IDTrailer IDConfirm with user whether the combination of Prime mover ID and trailer ID is correct or not. STEPS: Get all the informationEscalate to support team to input the information from backend. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: User accidentally input wrong driver or trailer number. POSSIBLE CAUSES: Human error during data input. BEFORE YOU START: Check trip status. Make sure that the status is not I/F completed(I/F??) STEPS: Driver or truck number cannot be edited. Please cancel the trip and create new trip manually. Change the trip status from Confirmed by shipping company to Consolidation complete and click on Save icon Change the trip status to cancel and click on Save button Create new trip manually. Refer to KB0019625 and KB0019626. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug/Defect Assignment group: GIO-EUS-SD-APAC-L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
myIT Corner - List of New Catalog Request for GDO APAC
English
hezharjoyo.kaluny@as.corp.airliquide.com
74
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-30 11:08:56
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
19
2025-06-30 3:36:22
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY:BIS APAC SYMPTOMS: New Catalog requests in MyIT Corner for GDO Applications BEFORE YOU START: For all the below requests, an approval from the solution owner is mandatory. SFTP Account Password Update - This request will be used to change TSMC's SFTP Account Password update in NucleusThe SLA would be 2 days Dashboard Manual Refresh - This request will be used for ad hoc refresh needed for reportsThe SLA would be 2 days Identity Image Update - This request will be used for any image update in any dashboardThe SLA would be 6 days Request New Configuration to be added into SHIFT - This is to add new Configuration related to Entity, Mapping and Partner ConfigurationThe SLA would be 2 days Request to Add FX RF/TGT into SHIFT - This is to add FX Related data for RF and TGT ScenarioThe SLA would be 1 day STEPS: To raise Catalog Requests, please guide the user to submit using this path: Home Applications Group Essentials Power BI select the catalog request, provide information, and submit. Direct link: https://airliquide.service-now.com/myitcorner?id=al_sc_category&sys_id=1e129dc24f3e5740eaa6ab6ba110c7c1&catalog_id=8ffee0394f8b82003d9524fe0310c7ed LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
SAP - account is unlicensed /inactive in MyItCorner
English
hezharjoyo.kaluny@as.corp.airliquide.com
256
Vincent CAO
Uncategorized
Published
2025-09-29 13:00:46
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
1140
2025-08-08 3:34:11
#########
NaN
GIO-CS-SD-SAP APPS-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is unable to login to SAP because it's unlicensed / inactive. SAP is not managed by CARM. POSSIBLE CAUSES: The expiry date of the account has been reached or the user has not used the account in a while. STEPS: Guide the user to submit request via myIT corner: Home > All Catalogs > myITCorner Catalog > IT > Applications > Applications > SAP based Applications https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item_guide&sys_id=a124f0234f0fda403d9524fe0310c7d9&sysparm_category=0d62bc394f8b82003d9524fe0310c728 Once manager approved the request via myIT corner user will be able to access SAP LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Standard software request submitted.
account, airliquide, cao, carm, com, corner, corp, english, expired, hezharjoyo, inactive, kaluny@as, my, my it corner, myitcorner, reactivation, request, restore, sap, software, unlicensed, vincent
NaN
KB0022730
Google Groups - member disappeared and unsubscribed
English
hezharjoyo.kaluny@as.corp.airliquide.com
44
Harold OUSSET
Uncategorized
Published
2025-09-03 3:45:28
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
9
2025-09-03 3:44:57
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to know how a member has unsubscribed from group, why he/she is not member of it anymore. STEPS: Concluding the member unsubscribe from group by clicking on the "unsubscribe button" directly or via clicking on "report spam" in Gmail. During this procedure Gmail will show a pop-up in which the user can select to unsubscribe from the group.To confirm this user's action user can search his Gmail inbox with the following keywords:'from:me unsubscribe'. If they find sent messages to address googlegroups-manage+groupnumber+unsubscribe@googlegroups.com that means that the member clicked on the unsubscribe button. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user on how to check and confirm that the affected user unsubscribed from the Google Group. ARTICLE TYPE: FCR TEAM: L1
EPIC - Cannot search the employee in EPIC (for delegation)
English
hezharjoyo.kaluny@as.corp.airliquide.com
47
Julia RAMLAN-SC
Uncategorized
Published
2025-08-20 9:50:48
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
23
2025-08-20 9:49:07
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: New employees is not appeared in EPIC employee search for delegation. Refer to INC1208530. POSSIBLE CAUSES: The employee do not have EPIC access. BEFORE YOU START:. Have access to CARM and EPIC to check the employee's EPIC access status. STEPS: 1. Check for employee's EPIC access in CARM. 2. If no EPIC access assign to the employee, advise the employee to raise request for EPIC access in CARM. Refer to KB0040176. 3. Once the employee has raised the request and approved, check the status in EPIC for confirmation LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment, Process TEAM: L1.5 Apps
EPIC - Request to Close or Cancel Purchase Requisition or Purchase Order in EPIC
English
hezharjoyo.kaluny@as.corp.airliquide.com
518
Julia RAMLAN-SC
Uncategorized
Published
2025-05-05 4:48:02
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
472
2025-05-05 4:47:27
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: -User needs assistance to close/cancel Purchase Requisition/Purchase Order in EPIC. -Unable to open PO/PR due to force closed previously STEPS: Open an INC ticket and assign to Support team Support team will advise the user to contact local procurement in order to close/cancel the requested Purchase Requisition/Purchase Order in EPIC. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Advise to contact local procurement. TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5
SAP - Password reset for SAP not possible in CARM by user as account not visible (inactive)
English
hezharjoyo.kaluny@as.corp.airliquide.com
1095
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:25
5
GIO Service Desk
NaN
#########
4.67
GIO - SEC - End-User Account Provisioning in CARM
NaN
NaN
NaN
1061
2025-09-22 4:24:19
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION: EU ENTITY: BIS EUROPE SYMPTOMS: User needs password reset for SAP account (for example: Opera maintenance - OEA 100) but in CARM > My Passwords > manage my passwords the SAP account is not visible, user not able to make password reset in CARM. STEPS: Open a request ticket in MMS. Raise "Show where to go" request. Proceed with CATTASK further. Check in CARM > My Accesses > My personal accounts - if account is visible as inactive. - If account visible as inactive > tick the account > click on "Restore" via 3 dot menu. - Please note: The account might be inactive already even though it is still displayed with blue colour among user's accesses. Therefore, please always make sure to click on it and check the expiry date! If it turns out to be expired, prolong the expiry date by 1 year and submit the request. User has to wait until the request was completed and the account is visible again in the My Passwords > Manage My Passwords list to be able to make the password reset for the SAP account in CARM again. - If not visible at all even in this list, SAP account was most possibly deleted and user have to request a new SAP account in CARM (KB0011700). LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Assistance needed with SAP account. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Acces / Rights Resolution Notes: Redirected user to CARM to sync a new password for their Windows account.
account, airliquide, appear, can, can not make sap password reset, cao, carm, com, corp, does, does not appear in the password list, english, grey, greyed, greyed out, hezharjoyo, inactive, kaluny@as, list, make, need sap password reset, not, out, password, password reset, possible, reactivate, reset, sap, software, vincent, visible
NaN
KB0025947
GTS - Create New Account for PDA/PDT/HHC Access
English
hezharjoyo.kaluny@as.corp.airliquide.com
312
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-09-12 5:34:32
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GTS
NaN
NaN
NaN
77
2025-09-12 5:34:04
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: If user is unable to access their PDT devices due to incorrect password This is only for GTS handheld device users (example: drivers) POSSIBLE CAUSES: 1. User is not added in AL Security. 2. User ID is incorrect. 3. Incorrect password/not enough length. BEFORE YOU START: Authenticate the user by confirming their CARM approver's name If first time access, user must submit catalog request (KB0054558) Form Link: https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D8ae206310f59cb00aca9c9cce1050ebf STEPS: Check if the users access is assigned & reset the password using the AL Security and check with the user whether it works or not. 1. Go to Users menu. 2. Search for the user and change the password to any 6 digits number. 3. Assign the Inventory Location to the user. 3a. Check the inventory location to assign from the mirror account by run the script below : SELECT USERID,A.INVENTORY_LOCATION_ID,INVENTORY_LOCATION_CODE,* FROM [SVX].[USER_INVENTORY_LOCATION] A INNER JOIN [SVX].[INVENTORY_LOCATION] B ON A.INVENTORY_LOCATION_ID=B.INVENTORY_LOCATION_ID WHERE USERID like '%elangovan.vijiyan%' 3b. Open GTS application and assign user to the inventory locations accordingly. 4. After assign the inventory locations, run the script again to confirm. SELECT USERID,A.INVENTORY_LOCATION_ID,INVENTORY_LOCATION_CODE,* FROM [SVX].[USER_INVENTORY_LOCATION] A INNER JOIN [SVX].[INVENTORY_LOCATION] B ON A.INVENTORY_LOCATION_ID=B.INVENTORY_LOCATION_ID WHERE USERID like '%Saravanan.GOVINDAN%' LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration Item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Gideons- Unable to create Debit Note under Project No
English
hezharjoyo.kaluny@as.corp.airliquide.com
84
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-08-07 11:39:28
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
52
2025-08-07 11:38:48
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC _ SYMPTOMS: User unable to save Debit Note under project. User unable to click on Save button on the Debit Note Creation screen. POSSIBLE CAUSES: Project has ended/expired. If this is the case, kindly redirect user to raise ad-hoc ticket to extend the validity of the project in Oracle. STEPS: From Gideons : Check the validity of the Project by run this query. SQL Query: USE ALCHINA SELECT * FROM PROJECTS WHERE PROJECT_NO = 'ProjectNo' Example : USE ALCHINA SELECT * FROM PROJECTS WHERE PROJECT_NO = '11042022P196N0000' From Oracle : Launch the Oracle SQL Developer and run this query below : select pa.project_id, pa.segment1, pa.name, ou.name "ORGANIZATION NAME", pa.project_status_code, pa.start_date "PROJECT START DATE", pa.completion_date "PROJECT COMPLETION DATE", pt.task_number, pt.start_date "TASK START DATE", pt.completion_date "TASK COMPLETION DATE"from apps.pa_projects_all pa,apps.pa_tasks pt,apps.hr_operating_units ou--apps.pa_expenditure_items_all eia where 1=1and pa.org_id=ou.organization_idand pa.project_id=pt.project_id--and pa.project_id=eia.project_idand segment1=:P_segment1 LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
ahmad, airliquide, binti, com, corp, create, dayana, debit, english, expired, gideons, gideons-, hezharjoyo, inc1300560, kaluny@as, no, note, project, project expired, project no, raise, rawi-sc, unable, unable raise or create debit note, under
NaN
KB0014941
PLACE2SHARE - How to send a file in Place2Share
English
hezharjoyo.kaluny@as.corp.airliquide.com
98
Changhou LOW-SC
Uncategorized
Published
2025-09-29 13:56:26
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - PLACE2SHARE
NaN
NaN
NaN
52
2025-06-04 9:52:15
#########
NaN
GIO-EUS-DWP-L4
COUNTRY/REGION: Global ENTITY: ALL SYMPTOMS: User is calling to ask for assistance with sending a file in Place2Share. STEPS: Write an email like in Gmail, add your file(s), choose your delivery options, and click on Send. Users can securely send files to external users from your Place2Share folders and your desktop. Instead of attaching the files to your message, the files are uploaded to their Place2Share server and links to download the files are sent to file recipients. When the download links expire, the files are no longer accessible. Write an email like in Gmail, add your file(s), choose your delivery options, and click on Send. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - PLACE2SHARE Category: Application Subcategory: Support / Assistance Configuration item: PLACE2SHARE - PROD Resolution Notes: Guide user on how to send email with using Place2Share feature accordingly Related KB(s): [HOW TO ?] GLOBAL - How to collaborate with 3rd parties in Place2Share (non Google users) - KB0014946
COUNTRY/REGION: AMEI-EGYPT ENTITY: ALL SYMPTOMS: User calling facing issues within Oracle, getting an error regarding the Java installed version. BEFORE YOU START: 1. Users needs to use Amazon Corretto 2. In case of not working : users can have JAVA 8H202 version (NO OTHER VERSION ALLOWED) 3. NONE OF THE 2 OPTION works, user can request different version of Java via Non standard Software request STEPS: If a user is calling regarding an Oracle issue, receiving an error regarding Java , a specific version needs to be installed over the PC Proceed to configure java as the screenshots bellow: 1. on the java tab go to security and add the the site to the secure list: https://ambeapp.eu.corp.airliquide.com:4443/ 2. Go to advance ab and select the same options as bellow 3. Open Oracle from this link: https://ambeapp.eu.corp.airliquide.com:4443/ Once opening any form that needs Java, a file called frmservlet.jnlp will be downloaded > Open it & save settings as trusted and never show message again. Forms of Java will open normally after that. LOGGING CATEGORISATION: Business service: BAMEI - ORACLE INVENTORY Configuration item: Oracle EBS - AMEI - PROD Category: Application Subcategory: Depends on the issue Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance with signing in with a Google Kite Account on Chromebox configured to Comeen Play in order to use Google Drive library and deliver G Workspace content. BEFORE YOU START: Make sure the Chromebox is enrolled to Comeen Play as per KB0041719 STEPS: 1, Go to environment settings, then click on Integrations : 2. Click on "Connect Account" button: 3. Select Google Workspace auth provider 4. Add a name of this account (usually user's email address, it will help the user find it later) then click Connect : 5. After the redirection, choose the account the user wants to use: 6. Click on "Allow": 7. Define access rights. It defines who will be able to use this account to add images or videos on the screens: LOGGING CATEGORISATION: Business service: GIO - EUS - CWS - Digital Signage Configuration item: Hostname of Chromebox Category: Devices Subcategory: Support /Assistance Resolution Notes: Assisted user with setting up a new Google Account for Comeen Play.
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: A. Unable to create an account. B. How long it will take to create customer account in Gideons after the first order. POSSIBLE CAUSES: 1. Couldnt save the data due to network speed/ issue. 2. System issues/bugs. STEPS: A. Account creation failed: 1. Check whether the user id is already added in the register table. Note: - If the user id exists in the table, check step 2. - If not, ask the user to retry again. 2. Check whether the email notification is available in the history table. 3. If there is no email notification received, raise an incident ticket to resend the email notification. 4. Click on the email activation link for activating the account. B. Time required to create account after first order: It will take atleast one day for account & customer creation in Gideons and interface back to Webstore. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Oracle - Open PO - Force Close List (EPIC and IPROC PO listing for ALSG and SOXEG)
English
hezharjoyo.kaluny@as.corp.airliquide.com
277
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:32
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
417
2025-08-20 10:41:48
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User request for extraction for Open PO - Force Close List (EPIC and IPROC PO listing for ALSG and SOXEG). Example: ADHOC0733199, ADHOC0733202 POSSIBLE CAUSES: Normally request by user during end of the month for month end closing. BEFORE YOU START: There are 2 separate requests raise by user: a) Request to extract MMYY open EPIC PO listing for ALSG and SOXEG for project expired or are expiring up to DD-MMM- YYYY ==> ADHOC0733199 b) Request to extract MMYY open IProc PO listing for ALSG and SOXEG for project expired or are expiring up to DD-MMM- YYYY ==> ADHOC0733202 STEPS: 1. Request to extract MMYY open EPIC PO listing for ALSG and SOXEG for project expired or are expiring up to DD-MMM- YYYY a) Before run the query, please change ppa.COMPLETION_DATE (DD-MMM-YYYY) as requested by user: select hr.name Entity,DECODE(pct.LINE_TYPE,'R','REQUISITION','P','PURCHASE ORDER') type,pct.CMT_NUMBER PO_OR_PR,pct.DESCRIPTION PO_ITEM_DESCRIPTION,pct.CMT_REQUESTOR_NAME NAME_OF_PO_REQUESTOR ,pct.QUANTITY_ORDERED PO_QTY,pct.AMOUNT_ORDERED PO_AMT,pct.QUANTITY_DELIVERED SRV_QTY_PERFORMED , pct.QUANTITY_INVOICED INVOICE_QTY_REC_FROM_SUPPLIER,pct.AMOUNT_INVOICED INVOICE_AMT_REC_FROM_SUPPLIER,ppa.segment1 project#,(select decode(class_code,'01','LI','02','IM','03','EL','04','HC','99','Others') from apps.PA_PROJECT_CLASSES ppcwhere 1=1and ppa.project_id = ppc.project_idand CLASS_CATEGORY = 'AL Business Line')project_BL,TO_CHAR(ppa.completion_date,'DD-MON-RRRR') PROJECT_END_DATE ,(select max(pap.full_name) from apps.per_all_people_f pap, apps.pa_project_players ppp where pap.person_id = ppp.person_id and ppp.project_role_type = 'PROJECT MANAGER' and ppa.project_id = ppp.project_id group by ppa.project_id ) PROJECT_MANAGER,pct.CMT_LINE_NUMBER PO_LINE , TOT_CMT_QUANTITY COMMITMENT , pct.VENDOR_NAME SUPPLIER_NAME, pct.CMT_BUYER_NAME PROCUREMENT/*, TRANSACTION_SOURCE,pct.EXPENDITURE_ITEM_DATE,pct.PA_PERIOD,pct.GL_PERIOD,pct.CMT_CREATION_DATE,pct.CMT_APPROVED_DATE,pct.CMT_APPROVED_FLAG,(select name from apps.hr_all_organization_units hrwhere 1=1and hr.organization_id = pct.ORGANIZATION_ID) Expenditure_org,pct.EXPENDITURE_TYPE,pct.EXPENDITURE_CATEGORY,pct.UNIT_OF_MEASURE,pct.ORIGINAL_QUANTITY_ORDERED,pct.QUANTITY_OUTSTANDING_INVOICE,pct.AMOUNT_OUTSTANDING_INVOICE*/from apps.PA_COMMITMENT_TXNS pct, apps.pa_projects_all ppa, apps.hr_operating_units hrwhere 1=1and ppa.project_id = pct.project_id and ppa.org_id = hr.organization_idAND hr.name in ('OU_SG_SOXEG','OU_SG_SOXAL')AND TRUNC(ppa.COMPLETION_DATE) <= '31-DEC-2022'AND TRANSACTION_SOURCE = 'ORACLE_PURCHASING'AND pct.CMT_BUYER_NAME like 'EPIC%'--AND pct.CMT_NUMBER LIKE 'E%' --exclude EPIC POsorder by hr.name, TRANSACTION_SOURCE, CMT_NUMBER b) After the extraction, export and save the file in .xlsx format. c) Email to user and close after user has verified and confirmed. 2. Request to extract MMYY open IProc PO listing for ALSG and SOXEG for project expired or are expiring up to DD-MMM- YYYY a) Before run the query, please change ppa.COMPLETION_DATE (DD-MMM-YYYY) as requested by user: select hr.name Entity,DECODE(pct.LINE_TYPE,'R','REQUISITION','P','PURCHASE ORDER') type,pct.CMT_NUMBER PO_OR_PR,pct.DESCRIPTION PO_ITEM_DESCRIPTION,pct.CMT_REQUESTOR_NAME NAME_OF_PO_REQUESTOR ,pct.QUANTITY_ORDERED PO_QTY,pct.AMOUNT_ORDERED PO_AMT,pct.QUANTITY_DELIVERED SRV_QTY_PERFORMED , pct.QUANTITY_INVOICED INVOICE_QTY_REC_FROM_SUPPLIER,pct.AMOUNT_INVOICED INVOICE_AMT_REC_FROM_SUPPLIER,ppa.segment1 project#,(select decode(class_code,'01','LI','02','IM','03','EL','04','HC','99','Others') from apps.PA_PROJECT_CLASSES ppcwhere 1=1and ppa.project_id = ppc.project_idand CLASS_CATEGORY = 'AL Business Line')project_BL,TO_CHAR(ppa.completion_date,'DD-MON-RRRR') PROJECT_END_DATE ,(select max(pap.full_name) from apps.per_all_people_f pap, apps.pa_project_players ppp where pap.person_id = ppp.person_id and ppp.project_role_type = 'PROJECT MANAGER' and ppa.project_id = ppp.project_id group by ppa.project_id ) PROJECT_MANAGER,pct.CMT_LINE_NUMBER PO_LINE , TOT_CMT_QUANTITY COMMITMENT , pct.VENDOR_NAME SUPPLIER_NAME, pct.CMT_BUYER_NAME PROCUREMENT/*, TRANSACTION_SOURCE,pct.EXPENDITURE_ITEM_DATE,pct.PA_PERIOD,pct.GL_PERIOD,pct.CMT_CREATION_DATE,pct.CMT_APPROVED_DATE,pct.CMT_APPROVED_FLAG,(select name from apps.hr_all_organization_units hrwhere 1=1and hr.organization_id = pct.ORGANIZATION_ID) Expenditure_org,pct.EXPENDITURE_TYPE,pct.EXPENDITURE_CATEGORY,pct.UNIT_OF_MEASURE,pct.ORIGINAL_QUANTITY_ORDERED,pct.QUANTITY_OUTSTANDING_INVOICE,pct.AMOUNT_OUTSTANDING_INVOICE*/from apps.PA_COMMITMENT_TXNS pct, apps.pa_projects_all ppa, apps.hr_operating_units hrwhere 1=1and ppa.project_id = pct.project_id and ppa.org_id = hr.organization_idAND hr.name in ('OU_SG_SOXEG','OU_SG_SOXAL')AND TRUNC(ppa.COMPLETION_DATE) <= '31-OCT-2022'AND TRANSACTION_SOURCE = 'ORACLE_PURCHASING'AND pct.CMT_NUMBER NOT LIKE 'S%' --exclude EPIC POsorder by hr.name, TRANSACTION_SOURCE, CMT_NUMBER b) After the extraction, export and save the file in .xlsx format. c) Email to user and close after user has verified and confirmed. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Extract the report accordingly TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
airliquide, alsg, close, com, corp, english, epic, epic po listing for alsg and soxeg, force, force close list, hezharjoyo, iproc, iproc po listing for alsg and soxeg, julia, kaluny@as, list, listing, open, oracle, po, ramlan-sc, soxeg
NaN
KB0055103
Oracle Performance - Requests Running Long - Technical Check
English
hezharjoyo.kaluny@as.corp.airliquide.com
57
NaN
Uncategorized
Published
2025-09-29 14:08:25
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
1
2025-09-12 8:44:58
#########
NaN
BAP-COE-ORA-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC PURPOSE The purpose of this document is to find the average run time of the job to decide it if is correct or abnormal. INTENDED AUDIENCE Service Desk ASSUMPTION User to provide following information: 1) Job name (or) Concurrent Program Name 2) Request ID 3) Country ** If Request ID is provided or a screenshot of request ID provided, Job name and entity is not necessary STEPS 1) If job name or concurrent program name is given along with country, run the below SQL from the related database (ALPROD / JPPROD). The ones highlighted in blue color need to be replaced with the one user provided. SELECT round(AVG((nvl(actual_completion_date, sysdate) - actual_start_date) * 24 * 60), 2) average_runtime_minutesFROM apps.fnd_concurrent_requests cr, apps.fnd_concurrent_programs_tl cp, apps.fnd_responsibility_tl frWHERE cr.concurrent_program_id = cp.concurrent_program_id AND cr.responsibility_id = fr.responsibility_id AND cp.user_concurrent_program_name = 'Payables Open Interface Import' AND UPPER(fr.responsibility_name) LIKE '%CHINA%'; 2) If request ID is given, run the below SQL from the related database (ALPROD / JPPROD). The ones highlighted in blue color need to be replaced with the one user provided. SELECT round(AVG((nvl(actual_completion_date, sysdate) - actual_start_date) * 24 * 60), 2) average_runtime_minutesFROM apps.fnd_concurrent_requests cr, apps.fnd_concurrent_programs_tl cp, apps.fnd_responsibility_tl frWHERE cr.concurrent_program_id = cp.concurrent_program_id AND cr.responsibility_id = fr.responsibility_id AND EXISTS ( SELECT 1 FROM apps.fnd_concurrent_requests cr1, apps.fnd_concurrent_programs_tl cp1, apps.fnd_responsibility_tl fr1 WHERE cr1.concurrent_program_id = cp1.concurrent_program_id AND cr1.responsibility_id = fr1.responsibility_id AND cr1.request_id = 159090384 AND cp1.user_concurrent_program_name = cp.user_concurrent_program_name AND fr1.responsibility_name = fr.responsibility_name ); MEC PRIORITY GUIDELINE Please follow below guidelines to decide the priority during MEC REFERENCE(S) MEC Schedule LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: ApplicationSubcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Process, Assignment TEAM: GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Request access to approved invoice. The Invoice Approval History shows Action as Future as follows: POSSIBLE CAUSES: Future status shows caused by 2 reasons:a) No person assigned to the next approver's positionb) More than 1 approver assign to the next approver's position BEFORE YOU START: Require access to the XX Payables Manager and XX Purchasing Manager STEPS: 1. Check the Invoice Approval History Payables Invoice from Tools > Invoice Approval History 2. Future status shows caused by 2 reasons which need to be corrected:a) No person assigned to the next approver's positionb) More than 1 approver assign to the next approver's position 3. Related to 2 a), it is required to update a new person to assign to the blank position. If no person is reassigned to the position, transfer the approvers child to another approver/position. 4. Related to 2 b), make sure 1 position for 1 approver. If 1 position is shared by multiple approvers, please create a unique position for each approver. 5. Once completed the update, advise user to stop and re-initiate the AME workflow for the invoice. 4. Once the user has confirmed the re-initiate has been successful, you may close the ticket. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update require as mentioned in step 3 and 4 TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5
COUNTRY/REGION: Europe ENTITY: E&C SYMPTOMS: SAP password reset / unlock / functional issues BEFORE YOU START: ENVIRONMENTS: P34, also called SAP ECHO - prod environment For K34 please ask user to send an email to SM-DE-DEFR-SAP_UHD@AIRLIQUIDE.COM with the details. STEPS: PASSWORD RESET / ACCOUNT UNLOCK: Guide user to reset password SAP P34 in CARM ( to keep the password synchronized user should reset SAP P34 for the same password as Windows password or reset all password for the same ) Take over pc and help/guide user if needed. In case user still cannot login to SAP P34: End user should send an email in English to SM-DE-DEFR-SAP_UHD@AIRLIQUIDE.COM including Name, Last name & SAP user ID. Incident needs to be closed by the Service Desk. FUNCTIONAL ISSUES, REQUESTS & EVOLUTION, USER ACCESS REQUESTS: End user should contact the Key user based on the department where they are working. (Link with List of the Key users can be found under the "Details Section") SAP Account creation can not be done via CARM. SAP Account is created automatically after the HR department updates employee data in the HR minimaster. After its done the user needs to request a SAP key user for the assignment of a Job Profile through MANTIS (SAP ticketing system) or ask for LCC assistance. Please share with user the guideline regarding [Guideline] BCS - Mantis Guidelines: Please also note that NOT all users will have access to the MANTIS system. Mantis administrator Mateusz STANKIEWICZ or Wojciech CHUMIKOWSKI can help with setting up a MANTIS account. Here you will find all the knowledge user might needs: https://docs.google.com/presentation/d/1aZPCb9tr-bmfXWy9Bx_uFsiSA782w9or7g6yCDn5xgU/edit#slide=id.g6c6b38c8e7_1_711 It contains also documentations and link to Mantis: https://mantis-ec.eu.corp.airliquide.com/my_view_page.php WORKSTATION RELATED ISSUES (installation, missing environments etc.): ticket must be assigned to Field Services (Onsite Support) (note: old USER IDs start with: M0F####: external users / M0xyz: Olof-Palme users / M2xyz: Gwinnerstrasse users / MAXYZ: Polish users ; new user IDs start with 0006 (German) or PL01 (Polish)) How to find the contact to the SAP key user: Instruct the end user to contact the "Key User" from the below list: https://sites.google.com/a/airliquide.com/cp-wwec-sap-echo-cc/sap-support/sap-key-users LOGGING CATEGORISATION: Business service: Based on reported issue Configuration item: Based on reported issue Category: Based on reported issue Subcategory: Based on reported issue TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
account, airliquide, chumikowski, com, corp, e&c germany/poland: sap p34, echo, english, france, functional, functional issue, germany, hezharjoyo, kaluny@as, new, new account, p34, password, password reset, poland, requests, reset, sap, sap echo, software, unlock, user account, wojciech
NaN
KB0041223
Outlook - issue
English
hezharjoyo.kaluny@as.corp.airliquide.com
103
Djamel CHAID-SC
Uncategorized
Published
2025-09-29 14:34:44
5
GIO Service Desk
NaN
#########
NaN
Local Business Solution
NaN
NaN
NaN
20
2025-07-16 4:23:38
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NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:United Kingdom ENTITY:GB-Energas SYMPTOMS: The user has an issue with Outlook. BEFORE YOU START: For Outlook, the users will be logging in to the webmail version (www.outlook.com), there is no client software. STEPS: Describe the problem in detail, take a full screenshot, and send it to the resolver team. LOGGING CATEGORISATION: Business service: Local Business Solution Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GB-AL UK-TECHNOLOGY-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: China/Taiwan ENTITY: BIS APAC SYMPTOMS: User called in to inquiry how to order a new device / check device warrantyRequest a Standard Windows Laptop/Desktop (APAC)https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=18eb9ddedb1ef590f1ad466215961996 BEFORE YOU START: Check warranty status in HP or Dell website with PC serial number: Dell: https://www.dell.com/support/home/zh-cn?app=warrantyHP: Link in Chinese: https://support.hp.com/cn-zh/checkwarrantyLink in English: https://support.hp.com/gb-en/check-warrantyLink in French: https://support.hp.com/fr-fr/check-warrantyLink in German: http://support.hp.com/de-de/check-warranty STEPS: SD need to assist user to check the start date of the device BEFORE providing user the url to apply Request a Standard Windows Laptop/Desktop (APAC). SHIP DATE OF DEVICE + 5 YEARS = DATE that user entitle to apply to change a Windows Laptop/DesktopEND DATE = Device end of Dell/HP warranty (still supported by Onsite team) Dell: https://www.dell.com/support/home/zh-cn?app=warranty HP: https://support.hp.com/cn-zh/checkwarranty example hostname：ALCN-9119DX5-Lserial number：5CG9119DX5 ****For device that under warranty: user can decide to contact Dell/HP KB0021451 (for those site that did not have local IT) or create an INC ticket to Onsite team for break & fix(if needed).****For device that out of warranty: create an INC ticket to Onsite team for break & fix (if needed).****For device that more than 5 YEARS: Request a Standard Windows Laptop/Desktop (APAC)https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=18eb9ddedb1ef590f1ad466215961996 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Support / Assistance Resolution Notes: FCR TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to install the local printer / home printer driver, user has no admin rights to make the installation. NOTE: the users now can print with IP installed local printers while being on IVANTI BEFORE YOU START: If only the printer driver needs to be installed, the user DOES NOT NEED to submit a 'Download & Install Non-Standard Software' request through MyITCorner. If installing the local printer requires additional software to run the driver, please guide user to submit 'Download & install non-standard software' via MyIT Corner. STEPS: Remote to the pc: 1. Run the source file with admin rights. 2. if giving error, according to the error you can try or to log in to pc as admin and run the source file with admin rights - If user doesn't have the source or it is not compatible, please assign ticket to L1,5 , then will be routed to onsite support who will try to help remotely. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user or in case reassignment is needed: Business service to be selected as per BIS: BIS - AMERICA: BAM - LOCAL PRINTERSBIS - AMEI: BAMEI - LOCAL PRINTERSBIS - APAC: BAP - LOCAL PRINTERSBIS - CF: BCF - LOCAL PRINTERSBIS - E&C: BEC - LOCAL PRINTERSBIS - EUROPE : BEU - LOCAL PRINTERSBIS - GM&T: BGMT - LOCAL PRINTERSBIS - HOME HEALTHCARE: BHC - LOCAL PRINTERS Configuration item: Hostname of user's PC Category: Devices Subcategory: Printers Resolution Notes: Assisted user with the installation of the printer driver. Afterwards, the user was able to print.
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User cannot access to Diabolocom BEFORE YOU START: Please ask the user, if she/he has already an account, if not (or if the user does not know it), please redirect the user to alfinformatique. If the user does not know how to contact alfinformatique, she/he should ask her/his manager. BCF-CTI-L2 ONLY SUPPORTS WW-CORPORATE ALFI users are supported by alfi.informatique@airliquide.com Others: Diabolocom`s own support STEPS: If user is prompted to write his/her credentials, user has to type the first letter of the firstname and the lastname and can ask for a new password with the password reset option. He/she will receive an email with the new password. If KO: delete cookies and browsing history and try it again. LOGGING CATEGORISATION: WW-CORPORATE Business service: BCF - CTI Diabolocom Configuration item: CTI Solution for Shareholders Department- PROD Situation: Bug/Defect [Incident] Assignment group (if not L1): BCF-CTI-L2 ALFI Business service: BCF - CTI Diabolocom Configuration item: CTI Solution for Shareholders Department- PROD Situation: Bug/Defect [Incident] Assignment group (if not L1): ALFI users are supported by alfi.informatique@airliquide.com TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Japan user unable to login Oracle. POSSIBLE CAUSES: User not login to Oracle more than 60 days and the account has been deactivated by program scheduler. BEFORE YOU START: Make sure user is access to correct Oracle URL link: STEPS: 1. Check if users Oracle account is still active in CARM. 2.Verify the Oracle account status in Oracle > User maintenance > Users. 3. For Japans Oracle, the password is not synchronized to windows account. As per above example, users Oracle account is inactive in Oracle but shows active in CARM. 4. Reset the password in Oracle with temporary password. 5. Advise user to login Oracle using temporary password and create users own password. 6. Test Oracle access with user. Close the ticket if the login is successful. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
BLAC - Re-generate and upload EDN after volume modification
English
hezharjoyo.kaluny@as.corp.airliquide.com
35
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:43
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
19
2025-06-02 5:28:13
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Re-generate and upload EDN (Electronic Delivery Note) after volume modification STEPS: Follow the steps below to generate the eDN (electronic Delivery Note) and upload after volume modification: 1. Open BLAC. 2. Click OBC menu and then click eDN Manager submenu. The EDN Manager screen opens. 3. Click in the Batch No. field. The Order Searcher dialog box opens. 4. Click Search to display all the delivery orders (DOs). 5. Click the required DO from the list and click Select. The details of the DO is displayed in the EDN Manager screen. 6. Click Generate in the EDN Manager screen. 7. Save the generated eDN pdf file. 8. View the generated eDN and cross check if the volume update has reflected correctly 9. In case volume update is not reflecting in the regenerated eDN, report it for investigation. 10. Click Upload in the EDN Manager screen. 11. Select the generated eDN pdf file and upload it. 12. Click View to cross check if the uploaded eDN is right. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: JAPAN, TAIWAN ENTITY: BIS APAC _ SYMPTOMS Unable to search for the Product Code in Healthcare system. POSSIBLE CAUSES: UOM ID not updated/not match between 2 tables below : PRODUCTNATIONAL_PRICE_LIST BEFORE YOU START: Run this query below : USE ALVATAIWAN SELECT DEL_UOM_ID, INVOICE_UOM_ID, * FROM PRODUCT WHERE PROD_NO = 'VAS174' USE ALVATAIWAN SELECT DEL_UOM_ID, INVOICE_UOM_ID, * FROM NATIONAL_PRICE_LIST WHERE PROD_NO = 'VAS174' STEPS: If the UOM ID in NATIONAL_PRICE_LIST does not match with the UOM ID in the PRODUCT table, please advise user to raise a catalog for Simple Data Update. Link as below : https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=c0bff497db055450459b890b0696194f&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: If Applicable Category: Application Subcategory: Bug Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:IVORY COAST ENTITY:BIS IVORY COAST SYMPTOMS: User from Ivory Coast calls with a printer hardware issue. STEPS: Please create an incident, and assign it to GIO-EUS-SD-AMEI-L1.5. LOGGING CATEGORISATION: Business service: BAMEI-Local printers Configuration item: printer name if exists Category: Devices Subcategory: Printers Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: APAC ENTITY: ALSG SYMPTOMS: Unable to print barcodes on barcode printers BEFORE YOU START: Make sure to do basic troubleshooting steps. (reboot etc) STEPS: If KO ask user to contact the vendor.Close the ticket. Vendor details louis_leong@dsquared.com.sg john_liew@dsquared.com.sg, brendan_tan@dsquared.com.sg LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - Local printers Configuration item: Hostname Category: Device Subcategory: Printer Resolution Notes: Advice user to contact the printers vendor TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with Saperion Steps: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - Pharma ERP Situations: Situation: Bug/Defect [Incident] Routing: BHC-VADE-Pharma TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
OBC Tablet - Notice/Warning: Notifications from +Message were displayed
English
hezharjoyo.kaluny@as.corp.airliquide.com
7
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-09-01 10:27:08
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
1
2025-09-01 10:26:07
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: OBC Tablet - Notice/Warning: Notifications from +Message were displayed. ?????????????????????800MB????????? ?????????OBC??????????????? Notification when mobile network packet communication exceeds 800 MB within the month It is necessary to check whether it is displayed when the access point is OBC. POSSIBLE CAUSES: Notification when mobile network packet communication exceeds 800 MB within the month STEPS: It's OK to ignore the message, or to OFF the notification for this message ???OK????Off??????????Off????????OK [Turning off the Apps notification] Select Settings Select 'Apps and Notification' Select +Message Select 'Notification' Turn Off the notification. The ribbon bar colour will change from Blue to Black Refer below: ??? ＞ https://docs.google.com/document/d/14pPNSsRObSq8WXzyU1kj0Ydp4c1qC7u0fbUYUrYasZo/edit#bookmark=id.fmb1c2i0b4fw ??Off?? ＞ https://docs.google.com/document/d/14pPNSsRObSq8WXzyU1kj0Ydp4c1qC7u0fbUYUrYasZo/edit#bookmark=id.lnq77i42ac8l LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Devices Subcategory: Support / Assistance Resolution Notes: Service desk will assist user to turn off the notification TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: History CTS can't be printed. POSSIBLE CAUSES: Duplicate product in stock table. STEPS: 1. Check duplicate products of agent in dbo.STOCK SELECT * FROM dbo.STOCK WHERE PROD_NO= #PROD_NO# AND AGENT_NO=#AGENT_NO# 2.Check Report Stored procedure EBSP_DOCKETS_GetDocketsDetails If the above steps did not solved the issue please raise an incident with the following details: LOGGING CATEGORISATION Business service: BAP - HUB - EAPPS Configuration item: eApplication - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
BLAC - EDN (Electronic Delivery Note) cannot be seen from BLAC EDN Manager
English
hezharjoyo.kaluny@as.corp.airliquide.com
75
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:43
5
GIO Service Desk
NaN
#########
4.00
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
56
2025-06-04 6:01:46
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: EDN (Electronic Delivery Note) cannot be seen from BLAC EDN Manager POSSIBLE CAUSES: DO upload is not done in OBCMobile connection was lost in OBC STEPS: Follow the steps below to check if EDN is uploaded and available in OBC: 1. Check if the DO at OBC has been uploaded successfully. 2. If the DO is not uploaded in OBC, icon on the top-right corner of the DO stop indicates that the DO is pending for upload. 3. If step 2 is true, let the driver upload the EDN by completing the subsequent stop or the trip 4. Once driver has done processing the trip or stop, the EDN is to be checked in the EDN Manager of BLAC. a. Click View in EDN Manager screen to see the EDN as shown below. 6. If EDN is not found in step 4, then check again if the EDN at the OBC data folder is available. 7. Check if the OBC has mobile connection and again upload the data. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, blac, com, connection, corp, deepak, delivery, do, do not uploaded in obc, edn, edn not found in edn manager, electronic, english, found, hasani-sc, hezharjoyo, kaluny@as, manager, mobile, mobile connection, not, note, obc, pending, seen, upload, upload pending, uploaded, wifi
NaN
KB0019298
Network Connectivity Issues
English
hezharjoyo.kaluny@as.corp.airliquide.com
999
J'Rose MATUTINA-SC
Network / Connectivity
Published
2025-09-29 14:48:08
5
GIO Service Desk
NaN
#########
4.33
GIO-NET-Site Connectivity
NaN
NaN
NaN
1172
2025-08-25 5:30:47
#########
NaN
GIO-NET-SUPPORT L1
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Network connection issuesPerformance / slownessUser cannot open any internet/intranet sitesCannot connect to network drives and printersRed cross on the network icon on the taskbarCannot send emails or instant messagesSeveral users experience the same issueUnable to open databases BEFORE YOU START: Identify how many users are affected. If the user is not certain, have him try with another computer. If there are no other computers to try on then treat it as single user affected, as it could be a computer issue onlyIf the user proactively states that the issue has high business impact, then use High Severity and follow proper On Call procedure STEPS: SINGLE USER AFFECTED: Guide the user if unable to remote in Have the user restart the computerGet the IP address If IP address is valid, check if the IE is under Zscaler settings. If not, see Zscaler Knowledge BaseIf IE is under Zscaler, try resetting IE settings. Crosscheck with another cable on the same PC.If it does not work with the other cable either, plug the cable to another port.If it still does not work, renew the IP address by following these steps in CMD: ipconfig /releaseipconfig /renewWait for a while, the DHCP server will assign a new IP address for computer. If after troubleshooting, it still doesn't work, assign to the appropriate local support team Network Slowness Issue User(s) experience network slownessOpen template: GLOBAL - Network Connectivity Issue and fill it with necessary informationHostname and IP addressRun ipconfig/allRespond to questionsRun IACS file and attach it to the ticketAssign to GIO-NET-SUPPORT L1 after SME approval! MULTIPLE USERS AFFECTED No network for many users/whole siteNo troubleshooting required, gather all the information and open major incident with SME approvalTemplate: GLOBAL - Network Connectivity Issue Business service: GIO - NET - Site Connectivity Support team: GIO-NET-SUPPORT L1Fill the template with information SERVER UNREACHABLE Ping the server> If ok> map it with the IP addressGLOBAL - Major incident (App/Server) if its critical and need to open P2 or P1Business Services: Iaas VM ManagedConfiguration item: server nameSituation: Availability [Incident]Group: GIO-OPS-SD-MONITORING-L1 BUT! Check server info in MMS for the support group! FOR CHINA users: If support team re-assigns the ticket back to SD, please assign the ticket to BAP-GCC-INF-L1 for assistance. LOGGING CATEGORISATION: 1 user issue: Business Service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Network Subcategory: No Internet/ Intranet Access Assignment group (if not L1): Local OSS Multiple users: Business service: GIO - NET - Site Connectivity Configuration item: Hostname Category: Network Subcategory: No Internet/ Intranet Access Assignment group (if not L1): GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-NET-SUPPORT-L1
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs Citrix Workspace installed on their Chrome OS Device. BEFORE YOU START: To run Windows applications on a Chromebook, users need an extension called Citrix Workspace. To use it, they need to be authorized. To get this authorization: 1. For Europe, go and log into CARM from your Chromebook, you will be automatically authorized a few hours later. 2. For other users, make a request to their IT department STEPS: Install Citrix Receiver: 1. Guide the user to open the Kite Corner from their Home page and then click on Appstore OR use this direct link: https://site.airliquide.com/kite-corner/appstore-off 2. Search for Citrix Workspace on the page: 3. Use the option to install this application. 4. Once installed, a Citrix Workspace icon appears in the application launcher Access to basic Desktop (Windows): 1. Open the Citrix link within the Chrome browser, link to the environment used by AL employees: https://mycitrix.apps.airliquide.com/? 2. Enter firstname.lastname in the 1st field and Windows password in the secondone. Domain should be set based on where the user's account is located (ALFRIGS/US-Airliquide/SA/TEISAN) 3. Click on DESKTOP tab, if the virtual desktop doesn't start automatically click on My GIO Desktop icon. 4. Access to Desktop will be established LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - ChromeOS Device - Issue Business service: GIO - EUS - UWP - Chrome OS Configuration item: Serial number of the Chrome device Category: Application Subcategory: Support / Assistance Resolution Notes: Configured Citrix on the ChromeOS device. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
GIDEONS GTS - app does not transmit data from scanners
English
hezharjoyo.kaluny@as.corp.airliquide.com
29
Vijaya MOHAN
Uncategorized
Published
2025-08-20 9:24:29
4
GIO Service Desk
NaN
#########
NaN
EE Cylinder Tracking
NaN
NaN
NaN
3
2025-08-20 9:24:18
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:BG, RO, TUR ENTITY:All SYMPTOMS: TS app from TC57 scanners does not transmit data. We can login, scan barcodes, see all the information but when we try to transmit any data an error message appears. Also the drivers can't close their trips. STEPS: Ask from the user screenshot(s) about the issue.Send the ticket to BAP-COE-GTS-L2 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: EE Cylinder Tracking Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Bug Assignment group (if not L1): BAP-COE-GTS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs has a technical question regarding Nuance. BEFORE YOU START: If user needs to install Nuance, kindly guide they as per KB0019506. STEPS: Please share Nuance support's contact with user: LOGGING CATEGORISATION: Ticket template to be used: n/a Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Shared Nuance support's contact with user. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User inquiry about Google AI Studio access/ issues STEPS: Guide user to raise questions or concerns within the Developers Community at https://mail.google.com/mail/u/0/?tab=rm&ogbl#chat/space/AAAAUnDps3Q For more information about Dev account on kite test platform please check the following doc: https://docs.google.com/presentation/d/1DSIrb4JArq6i5AN1vnnUIx6jETrbiLq7IUryKcKqSpk/edit#slide=id.g62f4b9483b_0_10 Refer to INC1716194. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to Go In case of blank ESS Incident submitted by the user:Business service: GIO - EUS - DWP - MyGoogleSuiteConfiguration item: Google SuiteCategory: ApplicationSubcategory: Support/AssitanceResolution Notes: Show where to go raised.
access, ai, airliquide, com, corp, developer, english, google, google ai studio, google developer tool, hezharjoyo, issues, kaluny@as, software, studio, tool
NaN
KB0016131
Outlook emailing - corrupted
English
hezharjoyo.kaluny@as.corp.airliquide.com
50
Paul COLE-SC
Uncategorized
Published
2025-09-29 14:32:17
5
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
23
2025-02-18 7:04:38
#########
NaN
ALEHOS - INFRASTRUCTURE
COUNTRY/REGION:Ireland & UK ENTITY:HHC SYMPTOMS: User experiences a functional issue with outlook emailing / outlook not working on smartphone STEPS: Outlook for Irish HHC users and few UK HHC user is hosted in UK email server. If irish or UK outlook user has issues in outlook (for example: outlook asking for password in virtual citrix desktop or in physical computer of the user, or outlook no more working on smartphone) user has to contact first the administrator for (all) Irish and the (few) UK outlook users: Ian Parkin +44 1905 823 395 or +44 7973 616 508 If the administrators can not solve the simple issues like password reset for the Irish outlook users, they will navigate user to the next support level. LOGGING CATEGORISATION: Business service: BHC - Other applications Configuration item: hostname Situation: How-To/Question [Ad Hoc Request] TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
BLAC - Facing problem while downloading the FTC screen
English
hezharjoyo.kaluny@as.corp.airliquide.com
19
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:38
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
17
2025-06-11 8:30:43
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Facing problem while downloading the FTC screen. This issue is common to Trip and Stop. This issue happened, when dispatcher/scheduler wants to load the trips for given criteria and clocks on the "Load Trips" button. The system will be stuck and error screen popup "Some problem occurred while processing your request. Please contact the administrator" STEPS: 1. No trips can be seen on the screen. 2. In your SQL, filter the committed trips (Trip Status = 10) for the selected date range and product where Cancel Reason Id greater than zero SELECT TRIP_NO FROM BLAC.TRIP T INNER JOIN BLAC.TRIP_STOP TS ON T.TRIP_ID = TS.TRIP_ID WHERE TS.STATUS_ID= 10 AND TS.CANCEL_REASON_ID>0 3. If trips can be found for above condition the Cancel Reason ID to be updated to zero (CANCEL_REASON_ID = 0) UPDATE TS SET CANCEL_REASON_ID = 0 FROM BLAC.TRIP T INNER JOIN BLAC.TRIP_STOP TS ON T.TRIP_ID = TS.TRIP_ID WHERE TS.STATUS_ID= 10 AND TS.CANCEL_REASON_ID>0 LOGGING CATEGORISATION: Business service: BAP - HUB BLAC - OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
OBC Tablet - Notice/Warning: Data usage warning displayed
English
hezharjoyo.kaluny@as.corp.airliquide.com
8
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-09-01 10:27:57
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
1
2025-09-01 10:27:30
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: OBC Tablet - Notice/Warning: Data usage warning displayed (JAPAN) STEPS: Basically it is OK to ignore it (Warning was set at 4GB during kitting), but since the monthly data communication usage is contracted at 5GB, be careful if the warning appears before the 25th of the month . Tell them that if they exceed 5GB, the communication speed will drop to about 1/5. If the warning is set to 2GB, it is OK to change it to 5GB because of kitting omission. The reset is also done on the 1st at the time of kitting, but if it is not, you can change it. ???????OK（????????4GB???????????）???1????????????5GB???????????????25????????????? 5GB?????????????1/5????????????????????2GB???????????????????????5GB??????????OK??????1????????????????????????????????OK? ????????? ??） ???????（?????????????）???? ?????????????????? ? ???????????????????????????????????? LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to fix the OBC tablet TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is requesting to cancel the duplicate PR in Oracle STEPS: Use the following steps to access into oracle system 1. Login into the Oracle application. 2. Select Purchasing Enquiry responsibility >Requisitions> Requisitions Summary 3. Input Requisition Number....> Click on Find 4. Go to Tool> control 5. Choose 'Cancel Requisition' ==> Reason : Input the incident ticket / Adhoc ticket ==>Click OK LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 App
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: User called that he/she is unable to access corpoworking module in the Loop application. Message is : "your entity does not allow you to do corpoworking" BEFORE YOU START: Make sure that the user has access to Corpoworking module in Loop For access request follow : KB0044016 STEPS: 1. Clear Chrome browser cache 2. Logout/Login back to Loop LOGGING CATEGORISATION: Business service: GIO - LOOP Configuration item: Loop - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Cleared Chrome browser Cash, user can access corpoworking module in the Loop application TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, allow, arnaud, browser, cannot, cash, clear, clear cash, com, corp, corpoworking, do, does, english, entity, henri-sc, hezharjoyo, issue, kaluny@as, loop, module, not, problem, unable, unable to access corpoworking, wrong, you, your, your entity does not allow you to do corpoworking
NaN
KB0048819
QuickStep - routing
English
hezharjoyo.kaluny@as.corp.airliquide.com
13
Dennis ROSENKRANZ
Uncategorized
Published
2025-07-30 12:29:03
5
GIO Service Desk
NaN
#########
NaN
BHC - VADE - Pharma ERP
NaN
NaN
NaN
0
2025-02-26 8:40:04
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with QuickStep STEPS: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - Pharma ERP Situations: Situation: Bug/Defect [Incident] Routing: BHC-VADE-Pharma TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY:Canada ENTITY:Vitalaire SYMPTOMS: This article describes how to proceed if an end-user requires access to AS400 used by Vitalaire in Canada. STEPS: If a VitalAire user is contacting the Service Desk about AS400 access request, create a ticket based on the below categorization and send it to the indicated Assignment Group. LOGGING CATEGORISATION: Business service: BAM - ALHC - Apps Category: Application Subcategory: Account and Password Assignment group: BAM-APP-L2-ALHC-Apps TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
400, access, aire, airliquide, ame, ame canada ca vitalaire ca-vitalaire as400 asw vital aire request app application as-400 software server mainframe main frame as 400 as400 request issues requests as400 support model, anshilevich, app, application, as-400, as400, asw, ca, ca-vitalaire, canada, com, corp, english, frame, hezharjoyo, issues, kaluny@as, main, mainframe, max, model, request, requests, server, software, support, vital, vitalaire
NaN
KB0052247
VNC Server - License Expired
English
hezharjoyo.kaluny@as.corp.airliquide.com
266
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-08-14 8:58:52
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
67
2025-08-14 8:57:49
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: SD not able to remove to end-users PC. And the end-users VNC Server showing subscription has expired error message. POSSIBLE CAUSES: VNC Server application required update STEPS: Go to Start > then go to Regedit (no admin credentials required)Go to the path: HKEY_LOCAL_MACHINE\Software\Policies\RealVNC\licenses\vncserver Double click on vnc.lic file > on Value data field, go to the very last of the data (at the very end of the right side) > take a screenshot of the Value data and attach to the ticket Assign the ticket to GIO-EUS-GOPS-USER-DEVICES-L3 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-GOPS-USER-DEVICES-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-GOPS-USER-DEVICES-L3
CoUNTRY/REGION: Poland/Kraków ENTITY: E&C SYMPTOMS: User from E&C Kraków is reporting AutoCAD 2018 not starting because of no license or license server unavailability. STEPS: 1. After running the app for the first time after license server migration, this will pop-up on the screen: Please select "Specify the license Server System" and press "Next". 2. Next to appear is a window to input new license server name: Type: "SAEC-ECLMAP04" and press "Next". If the window for step 1 will appear back again just select "Specify the license Server System" again, click Next and type "SAEC-ECLMAP04" 3. When those activities are finished, the software should find the new license and start. This will pop-up: Press "Finish". 4. In case, the user doesnt see the window from step 1, please go to C:\ProgramData\Autodesk\CLM\LGS\ProductKey_ProductVersion.0.0.F\LGS.data and delete file LGS.data. 5. After deleting the file, restart the application. 6. This should pop-up on the screen:Select Use a Network License. 7. Put the license server name from step 2 of this instruction. 8. In case it still does not work a reinstall of the application might be required.Please assign Incident to BEC-EUS-FS-KRA-L2 assignment group LOGGING CATEGORISATION: Business service: BEC - Local Business Applications Configuration item: AUTOCAD KRA - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BEC-EUS-FS-KRA-L2 Resolution Notes: Problem z licencj? oprogramowania rozwi?zany. TICKET TYPE: Incident ARTICLE TYPE: FCR or Assignment TEAM: L1 or OSS
Secure Remote Access Partner Portal - Errors when connecting to Partner Portal
English
hezharjoyo.kaluny@as.corp.airliquide.com
68
NaN
Uncategorized
Published
2025-08-05 9:31:46
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
14
2025-08-05 9:31:07
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC _ SYMPTOMS: ? The requested URL was rejected. Please consult with your administrator. ? Failed to contact the server. Please check your network connection and try again. ? Detected an internal error. Please retry. If the issue persists, contact your administrator. BEFORE YOU START: 1. Validate the validity of the ADM account/password in CMD/CARM (CMD command prompt: net user /do adm_firstname.lastname). 2. Validate the users Secure Remote Access in CARM. STEPS: 1. Clear cache and browsing history from the browser. 2. Switch the internet connection from home Wifi to personal hotspot AND vice versa. 3. Restart the home Wifi connection (as well as to restart the modem/router). 4. Restart the computer and try again connecting to the Secure Remote Access Partner Portal: https://partners-as.vpn.airliquide.com/dana/home/index.cgi LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: Secure Remote Access - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1, L2
access, account, adm, adm account, adm password, airliquide, carm, cmd, com, connecting, contact, corp, detected, detected an internal error, english, errors, failed, failed to contact server, hezharjoyo, internal, kaluny@as, partner, password, portal, rejected, remote, requested, secure, server, sra, the requested url was rejected, url, when
NaN
KB0030320
Windows - Sleep option disappeared from the Start menu
English
hezharjoyo.kaluny@as.corp.airliquide.com
34
Changhou LOW-SC
Windows - Storage / Performance
Published
2025-07-30 11:35:23
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
37
2025-03-31 4:34:55
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: In the Start menu, Sleep option disappeared, only Restart and Shut down is present. STEPS: If these steps do not work, kindly inform the user that this is related to recent security policy updates enforced by Air Liquide, and sleep mode has been disabled due to security risk. If the sleep mode cannot be restored, it is working as designed. Kindly inform the user and close the ticket. In the Control Panel, go to System and Security > Power Options.Click on Choose what the power buttons do in the right pane.Next, click on Change settings that are currently unavailable. (Admin rights are needed)Under Shutdown settings, locate and check the Sleep option. Click Save changes to add the sleep option to Power Menu.Close the Control Panel and open the Power menu. You should now see the Sleep option with other power modes. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Situation: Service Question / Assistance [Incident] Assignment group (if not L1): TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
GIDEONS - How to check is department correct for credit limit exceed DO request
English
hezharjoyo.kaluny@as.corp.airliquide.com
29
Siti Noor WAHAB-SC
Uncategorized
Published
2025-07-30 5:52:40
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
9
2025-07-28 8:19:59
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: The department of credit limit exceed DO is overdue 31-180 days, not 0-30 days as it displays in OSS. POSSIBLE CAUSES: The data came from different tables, and the logic of them are different. BEFORE YOU START: Please make sure to include request no, screenshot to the ticket before assigning to L1.5. STEPS: Credit limit exceed DO workflow will be generated automatically while the user creates one DO without an available credit limit in Gideons LITE. The user doesnt select the department while creating DO. The process will pick up the department depending on the values in [dbo].[ATB_BALANCE_360] & [dbo].[ATB_BALANCE] table. 1. Find out account_no of the customer SELECT ACCOUNT_NO, * FROM PARENT_CUSTOMER WHERE CUST_NO= 'BFC569'--Remove the last two characters from DP customer No 2. Check [dbo].[ATB_BALANCE_360] & [dbo].[ATB_BALANCE] table for the customer SELECT * FROM ATB_BALANCE_360 WHERE ACCOUNT_NO='BEC10996'AND MONTH_REF='202103' SELECT * FROM ATB_BALANCE WHERE ACCOUNT_NO='BEC10996'AND MONTH_REF='202103' Theres value in the column OS_60_DAYS, as per the design, it will pick up overdue 31-180 as the department. So theres no issue for the department of credit limit exceed DO request. If the user wants to update the logic, need to contact his BPO to raise demand. If the department doesnt match the below rules in note, then escalate the ticket to L2 for further investigation. 3. For the value in OSS screen, it displays the value from different table SELECT * FROM ATB_Overdue WHERE ACCOUNT_NO='BEC10996'AND MONTH_REF='202103' NOTErules of department: SELECT @Department = CASE -- CASE 1: > 360 DAYS WHEN AB.[OS_390_DAYS] > 0 THEN CONCAT('D5', '_', A.[LOCATION_ID]) -- CASE 2: 181 - 360 DAYS WHEN AB.[OS_360_DAYS] > 0 THEN CONCAT('D4', '_', A.[LOCATION_ID]) WHEN AB.[OS_330_DAYS] > 0 THEN CONCAT('D4', '_', A.[LOCATION_ID]) WHEN AB.[OS_300_DAYS] > 0 THEN CONCAT('D4', '_', A.[LOCATION_ID]) WHEN AB.[OS_270_DAYS] > 0 THEN CONCAT('D4', '_', A.[LOCATION_ID]) WHEN AB.[OS_240_DAYS] > 0 THEN CONCAT('D4', '_', A.[LOCATION_ID]) WHEN AB.[OS_210_DAYS] > 0 THEN CONCAT('D4', '_', A.[LOCATION_ID]) -- CASE 3: 31 - 180 DAYS WHEN AB.[OS_180_DAYS] > 0 THEN CONCAT('D3', '_', A.[LOCATION_ID]) WHEN AB.[OS_150_DAYS] > 0 THEN CONCAT('D3', '_', A.[LOCATION_ID]) WHEN ATB.[OS_120_DAYS] > 0 THEN CONCAT('D3', '_', A.[LOCATION_ID]) WHEN AB.[OS_120_DAYS] > 0 THEN CONCAT('D3', '_', A.[LOCATION_ID]) WHEN ATB.[OS_90_DAYS] > 0 THEN CONCAT('D3', '_', A.[LOCATION_ID]) WHEN AB.[OS_90_DAYS] > 0 THEN CONCAT('D3', '_', A.[LOCATION_ID]) WHEN ATB.[OS_60_DAYS] > 0 THEN CONCAT('D3', '_', A.[LOCATION_ID]) WHEN AB.[OS_60_DAYS] > 0 THEN CONCAT('D3', '_', A.[LOCATION_ID]) -- CASE 4: 0 - 30 DAYS WHEN ATB.[OS_30_DAYS] > 0 THEN CONCAT('D2', '_', A.[LOCATION_ID]) WHEN AB.[OS_30_DAYS] > 0 THEN CONCAT('D2', '_', A.[LOCATION_ID]) WHEN ATB.[OS_CURRENT] > 0 THEN CONCAT('D2', '_', A.[LOCATION_ID]) WHEN AB.[OS_CURRENT] > 0 THEN CONCAT('D2', '_', A.[LOCATION_ID]) -- CASE 5: NO OVERDUE ELSE CONCAT('D1', '_', A.[LOCATION_ID]) END
English
hezharjoyo.kaluny@as.corp.airliquide.com
5
Taeko FUKUSHIMA-SC
Uncategorized
Published
2025-09-12 9:22:04
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
1
2025-09-12 9:21:23
#########
INC1137841
BAP-COE-GID-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User is trying to do "HT??" (HT communication) in GIDEONS with their CASIO's Handy Terminal connected to the PC. But it ends up with the following error message. (Title) Customer Service System There are no files in the folder: C:\ASCApps\Japan\LIVE\GIDEONS\Receive\ STEPS: 1 Perform "full update" of Gideons by running the batch file below. (Double click the .bat file) Path: \\jp-fstk2\it-support\S-PBLC\Kitting\Resource\51.Program_Setup\15.GIDEONS_Setup\Production File: Gideons_Latest_version_up.bat LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, casio, com, corp, english, files, folder, fukushima-sc, gideons, handy, hezharjoyo, ht, japan, kaluny@as, no, taeko, there
NaN
KB0018306
Intelligent Hub - Android Work profile is not showing after enrollment
English
hezharjoyo.kaluny@as.corp.airliquide.com
417
Robert BOLTON
OKTA / Mobile Enrollment
Published
2025-07-30 6:16:38
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
794
2025-07-18 8:40:18
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Android Work profile is not showing after Intelligent HUB was set up (enrollment or re-enrollment) BEFORE YOU START: 1. Ask the user to let you know EVERY DETAIL that appears on the device screen to prevent issues with the setup 2. Obtain model and version of the OS (Android, iOS, etc) If the user doesnt know how to find the OS version, guide the user: Android: Settings > AboutiPhone: Settings > General > About (or Information) Requirements for Android 1. Device MUST BE COMPATIBLE with Google Android Enterprise. Check this by searching for the model here: https://androidenterprisepartners.withgoogle.com/devices/#!/?device_type=phone If you are able to find the model in the list, this means it is compatible. If its not compatible and it is an AirLiquide device, user will need to request a new device in My IT Corner (ticket closed as informational)If it is a Personal device, advise user to ask his manager if the request for an AirLiquide device is necessary (ticket close as informational) 2. Mobile Device Access in CARM Verify in CARM and Airwatch that MIXED USAGE is reflected in both 3. Smartphone must be Android 11 or higher , IOS 14 or higher If lower, user will need to request a new device in My IT Corner 4. Open the email you received from Intelligent Hub on your computer 5. OKTA group - Google- WaitingForEnrolment -if not there please add it manually : KB0042982 (valid for 2 weeks) 6. OKTA setup in general - Set up Okta Verify on mobile phone - KB0027817 - Activate Okta Verify on PC - KB0028488 7. Access to internet: cellular connectivity (4G, LTE, etc.) - DO NOT connect to wifi during enrollmentNo need to be on an Air Liquide site. 8. From 25.10.2021: Block for new enrollment for Android 9 and 10. This change will block new enrollment of device with OS android 9 and 10 and lower. Device needs to have Android 11 or Higher. DONT USE ADD DEVICE to send the QR Code, ALWAYS USE RESEND MESSAGE This prevents us from blocking the account and other errors, by requesting for too many devices CHECK MIXED USAGE MATCHES in CARM, WorkspaceONE and the Enrollment request email received by the user (as NON-EXPIRED) STEPS: 1. Verify there is a Work Profile in Workspace One. Device > Details View > Summary : Enterprise Version as Work ProfileDevice > Details View > Profiles : Configuration Type as Work 2. Verify with the user whether he has the Work Profile or not Settings > Accounts > Work profile settings: Tap the Work profile switch to turn it On or Off. 3. If the user doesn't have the Work Profile, proceed with re-enrollment below LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Application Subcategory: Bug Resolution Notes: Assisted user with reenrolling their device for Intelligent HUB. Afterwards, the work profile appeared. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
OBC - How to continue the operation offline during an OBC upgrade
English
hezharjoyo.kaluny@as.corp.airliquide.com
2
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:12:27
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
1
2025-06-17 6:03:59
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to continue the operation offline during an OBC upgrade STEPS: 1. The representative must be prepared for paper DO on the day of upgrade. 2. The representative ensures drivers finishes the trips/orders prior to the upgrade. 3. The representative checks if there are any cross-over trip through the upgrade period and plan paper DO in advance. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC - OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-BLAC-L2
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC SYMPTOMS: If user called regarding Infosmart with download/login issues STEPS: Remote into users PC, download and install InfoUSB with ADM credentialIf user cant still access it, send an email to Samara OCONNOR samara.oconnor@airliquide.com and Mary Mason mary.mason@airliquide.com for assistancePlease include all the details on the email so they can assist the user and close the ticket on our end LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will remote and download the software, if it doesn't work SD will guide the user contact the PIC via email. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION APAC ENTITY: BIS APAC SYMPTOMS: Normally request by user for ALSG and SOXEG after the month end closing. BEFORE YOU START: Require access to Oracle DBA access STEPS: 1. Run the following query: select hr.name Entity, DECODE(pct.LINE_TYPE,'R','REQUISITION','P','PURCHASE ORDER') type, pct.CMT_NUMBER PO_OR_PR, pct.DESCRIPTION PO_ITEM_DESCRIPTION, pct.CMT_REQUESTOR_NAME NAME_OF_PO_REQUESTOR , pct.QUANTITY_ORDERED PO_QTY, pct.AMOUNT_ORDERED PO_AMT, pct.QUANTITY_DELIVERED SRV_QTY_PERFORMED , pct.QUANTITY_INVOICED INVOICE_QTY_REC_FROM_SUPPLIER, pct.AMOUNT_INVOICED INVOICE_AMT_REC_FROM_SUPPLIER, ppa.segment1 project#, (select decode(class_code,'01','LI','02','IM','03','EL','04','HC','99','Others') from apps.PA_PROJECT_CLASSES ppc where 1=1 and ppa.project_id = ppc.project_id and CLASS_CATEGORY = 'AL Business Line')project_BL, TO_CHAR(ppa.completion_date,'DD-MON-RRRR') PROJECT_END_DATE , (select max(pap.full_name) from apps.per_all_people_f pap, apps.pa_project_players ppp where pap.person_id = ppp.person_id and ppp.project_role_type = 'PROJECT MANAGER' and ppa.project_id = ppp.project_id group by ppa.project_id ) PROJECT_MANAGER, pct.CMT_LINE_NUMBER PO_LINE , TOT_CMT_QUANTITY COMMITMENT , pct.VENDOR_NAME SUPPLIER_NAME, pct.CMT_BUYER_NAME PROCUREMENT /*, TRANSACTION_SOURCE, pct.EXPENDITURE_ITEM_DATE, pct.PA_PERIOD, pct.GL_PERIOD, pct.CMT_CREATION_DATE, pct.CMT_APPROVED_DATE, pct.CMT_APPROVED_FLAG, (select name from apps.hr_all_organization_units hr where 1=1 and hr.organization_id = pct.ORGANIZATION_ID) Expenditure_org, pct.EXPENDITURE_TYPE, pct.EXPENDITURE_CATEGORY, pct.UNIT_OF_MEASURE, pct.ORIGINAL_QUANTITY_ORDERED, pct.QUANTITY_OUTSTANDING_INVOICE, pct.AMOUNT_OUTSTANDING_INVOICE*/ from apps.PA_COMMITMENT_TXNS pct, apps.pa_projects_all ppa, apps.hr_operating_units hr where 1=1 and ppa.project_id = pct.project_id and ppa.org_id = hr.organization_id AND hr.name in ('OU_SG_SOXEG','OU_SG_SOXAL') AND TRUNC(ppa.COMPLETION_DATE) <= '30-APR-2021' AND TRANSACTION_SOURCE = 'ORACLE_PURCHASING' AND pct.CMT_NUMBER NOT LIKE 'S%' --exclude EPIC POs order by hr.name, TRANSACTION_SOURCE, CMT_NUMBER 2. To run this query, need to change accordingly the Organization unit (hr.name) and completion.date 3. Once get the result, export the extract report into XLSX format. 4. Attached the extract report in email to user and close the ticket once confirmed by user. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Reporting issue Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: End-user would like to move file or folders that they are not own to a Shared Drives. STEPS:Kindly guide user to install Folgo for Google Drive. Folgo is a Drive Addon, the tool that enables you to perform operations directly within Google Drive. Folgo offers an advanced solution for Google Drive, providing additional features such as: Audit content & accessTransfer / Request Folder OwnershipCopy folderData extraction (Beta)Rename files. Folgo is very useful when end-user request to move file or folder that they dont own (KB0053057), to Shared Drives. As this addon will asking permission to the owner of the items. You can find more details and instruction about the addon at https://www.folgo.app/help-center and https://docs.google.com/presentation/d/1nxCLgUie7_cQYDhdJTa6Nu4ywwgH31OPpIapzuLF-po/edit#slide=id.g128c2155f87_0_49 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: Google DriveContext: Assistance to get Folgo for Google Drive In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, com, corp, drive, english, folgo, folgo for google drive, google, google drive ownership, hezhar, hezharjoyo, joyo, kaluny-sc, kaluny@as, ownership, transfer, transfer google drive, transfer google drive ownership, transfer ownership, what, what is folgo
NaN
KB0022536
EPIC Unable to find supplier which has been created in Oracle
English
hezharjoyo.kaluny@as.corp.airliquide.com
175
Julia RAMLAN-SC
Uncategorized
Published
2025-09-02 12:42:45
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
181
2025-09-02 12:40:47
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC Short description: EPIC/COUPA Unable to find supplier which has been created in Oracle (APAC) [L1.5 Scope] SYMPTOMS: The supplier has been created in Oracle but user unable to search the same supplier in EPIC/COUPA EPIC/COUPA Unable to find supplier which has been created in Oracle in EPIC/COUPA POSSIBLE CAUSES: The setting Send to Coupa = No in Oracle Payables > Suppliers. BEFORE YOU START: Require access to Oracle Payables > Suppliers to verify the supplier status in Oracle STEPS: 1. Search the supplier in Oracle Payables > Suppliers, for example: Supplier number 145813. 2. Identify setting Send to Coupa, require setting as Yes in order synchronize the information to EPIC/COUPA. For this example, shows Send to Coupa is No. 3. Advise user to update the setting for Send to Coupa to Yes. 4. User may update through Supplier Life Management (SLM) or raise through catalog: MyIT Corner > End User Catalog > Applications > Business Application > ORACLE ERP > Create/Update for Supplier Master https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=1f5995e5db4b1418b35b949adb961993&sysparm_category=3c3b174a4fcf3e40eaa6ab6ba110c725 5. Once the setting has been change accordingly in Oracle, user can search again the supplier in EPIC/COUPA. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Bug Assignment group: GIO-EUS-SD-APAC-APP-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
AUHEALTHCARE: HOW TO CREATE HEALTHY SLEEP EMAIL ACCOUNT
English
hezharjoyo.kaluny@as.corp.airliquide.com
7
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-08-01 3:21:38
4
GIO Service Desk
NaN
#########
NaN
BAP - AUHC - Managed Applications
NaN
NaN
NaN
2
2025-08-01 3:07:40
#########
NaN
BAP-ALAHC-APP-L1
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC SYMPTOMS: If user calls requesting to create new email account for @healthysleep.net.au STEPS: Please consult POCs for assistance LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will consult the POC to create an email account ARTICLE TYPE: FCR TEAM: L1
SAP P34, K34 (Echo) - Server does not trust my certificate path error
English
hezharjoyo.kaluny@as.corp.airliquide.com
220
Zoltan Gergo MICHLE-SC
Uncategorized
Published
2025-09-29 13:00:50
5
GIO Service Desk
NaN
#########
NaN
BEC - SAP Echo
NaN
NaN
NaN
28
2025-08-06 4:53:21
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: SAP Echo not connecting to the server, following error message appears: POSSIBLE CAUSES: One or more files got corrupted STEPS: Change passwords in CARM and ask the user to login to the Windows after it.Install the certificates from the document: https://docs.google.com/document/d/1cWdteBWBDeKvCA9QCzilnwYWXVInJYtMNy6gLxhPUjM/edit#heading=h.uqdowlgno0r Reinstall g_01380_sap_sappad-uni-7.70p8_en_16 from Marimba LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[SAP P34, K34, ECHO] Business service: BEC - Windows Device Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Certificates were installed successfully. Passwords were changed in CARM. User can log in again to SAP. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, certificate, com, corp, does, echo, english, gergo, hezharjoyo, k34, kaluny@as, michle-sc, my, not, p34, path, sap, sap certificate, sap echo, sap k34, sap p34, sap p34 (echo), sap p34 echo, server, software, trust, zoltan
NaN
KB0011851
BTS Windows asking for credentials - Cannot access network drive
English
hezharjoyo.kaluny@as.corp.airliquide.com
151
Maik GERHARDS
Windows - Storage / Performance
Published
2025-09-12 3:55:57
4
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
129
2025-09-12 3:54:36
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Network drive asks for credentials despite of user has access to it and could access it before STEPS: 1. Ask user to change his/her Windows password via CARM. 2. Click Start -> Lock (while being connected to Ivanti when user is at home) and log in with new password to let it update cached password 3. Reboot pc if necessary. After that user will be able to access the network drive again without any credential prompt. Guide user to change Windows password via CARM as per CARM - Self Service Password Reset for Windows, CARM, Google, SAP (GLOBAL) LOGGING CATEGORISATION: Business service: [According to entity] GIO - EUS - UWP - Windows OS or BEC - WINDOWS DEVICE (in case of E&C user) Configuration item: PC Hostname Category: Application Subcategory: Account and Password Resolution Notes: User could access the network drive after the troubleshooting. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
OBC Tablet/Printing - The delivery details of different customers are printed
English
hezharjoyo.kaluny@as.corp.airliquide.com
17
Mohdasnawi MAKMON-SC
Printing / Devices
Published
2025-07-29 18:11:17
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
6
2025-07-02 4:40:03
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: The delivery details of different customers are printed (the last delivery details are printed) ????????????????(??????????????） POSSIBLE CAUSES: There is a high possibility that the OBCPrinter application that is started when printing forms is not terminated correctly. Please pay attention to the OBCPrinter application termination procedure until the correction patch is released. See Reference for details. ???????????OBCPrinter?????????????????????????????????????OBCPrinter??????????????????Reference???? BEFORE YOU START: Confirm the asset number/Printer name (i.e. ALJOBCPRNxxxx) Confirm the Bluetooth Printer is connected Check the Printer selection screen when printing STEPS: Reference link: https://docs.google.com/presentation/d/11vd53RTrmXNYQ3qJIqGCXQY_GkwHWfQgCzX5l7-pmB4/edit#slide=id.g149a52a2db8_0_6 [About printing a delivery note using OBC] Please be aware of the fact that a delivery note different from the actual delivery address is printed. ?OBC?????????????? ????????????????????????????? We have confirmed that the content of the OBC delivery note (liquefied gas receipt and delivery note) is different from the actual delivery destination. This happens if you do not properly exit his printer selection screen shown below just before printing before proceeding with the next delivery process or other printing. There is no problem if you tap "PRINT" to start printing on the printer selection screen or tap "CLOSE" to cancel printing. If you tap ? or ? at the bottom of the screen to cancel printing, the problem occurs. If you want to cancel printing, such as "I pressed print by mistake" or "No need to print after all", please tap "CLOSE" without tapping ? or ?. OBC???（???????????）??????????????????????????? ????????????????? ???????? ??????????????????????????????????? ????????????????????PRINT???????????????????????CLOSE?????????????????? ?????????????????? ? ? ? ??????????????????? ??????????????????????????????????? ? ? ? ????????CLOSE???????????????? LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug/Defect Resolution Notes: Service Desk will guide the user to fix the obc printer TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: In Chrome when opening mail in new windows and need to print the email the print pop up is block. Error message appears shows unable to print POSSIBLE CAUSES: Popup is block in Chrome Site Settings STEPS: Click on the setting icon on the left up corner of the chrome Windows. Click on the Site Settings. Go and find for pop-ups and redirects setting. Change the setting from Block(default) to Allow. After change, close the settings and try again. It should resolved the issue. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: SD will remote to user computer and change the settings TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Oracle Payables AME Workflow shows error as follows and Approval status = Initiated: POSSIBLE CAUSES: Normally the error caused by inactive Oracle user or the employee profile has been assigned to inactive Oracle account. BEFORE YOU START: Require access to Oracle Payables > Invoice, Oracle > Users Maintenance > Users, Oracle > Employee > Users STEPS: 1. From the error, identify person_id/employee_id = 1772 from the following query: 2. From the result, take the email and search in Oracle > Users: 3. Result shows users Oracle account has been deactivated. 4. Advise user to restore Oracle account in CARM and later Oracle account will be activated automatically (the ended date will be removed). 5. After the Oracle account confirmed activated, advise user to re-initiate the Payables Invoice AME workflow. 6. Once confirmed the Invoice has been Approved, close the ticket. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1):GIO-EUS-SD-APAC-L1.5 Resolution Notes: Advise user to restore/activate the Oracle account in CARM TICKET TYPE: Incident ARTICLE TYPE: Assignment, Process TEAM: L1.5
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: As a Service Line or Project Owner, he/she may need to send an IT-related communication to end-users in the APAC region. This article explains the process for engaging the APAC Service Desk to handle the translation and broadcasting of these communications. Define the Process or Purpose The purpose of this document is to outline the centralized communication service offered by the APAC Service Desk. This service ensures that communications for Major Incidents, Change Management, and End-User Information are professionally translated (if required) and broadcast to the correct audiences in a timely and consistent manner. BEFORE YOU START: Prerequisites The initial communication content must be drafted by the Service Line or Project Owner.For non-Major Incident communications, the correct template must be used (links provided below).The target audience (countries, specific user groups) must be clearly defined in the request. Service Availability and Responsibilities The APAC Service Desk operates from Monday to Friday, 7:00 AM to 7:00 PM (MY/SG local time). All non-major incident communications will be broadcast during these hours. Service Line / Owners: Responsible for drafting the initial communication content.APAC Service Desk: Responsible for translation (if required) and broadcasting the communication. Communication Types, Lead Times, and Templates The table below outlines the requirements for each type of communication. Please adhere to the lead times to ensure smooth and timely delivery. Communication Type & Template Lead Time for Translation Broadcast Availability Major Incident Comms No lead time required 24/7 Change Management Comms Template 1 week Business Hours End-User Information Comms Template 1 week Business Hours Note: The drafting and template for Major Incident communications are managed by the Major Incident Coordination (MIC) team. STEPS: How to Submit Communications Service Lines and Owners should draft their initial communications using the above template and send them to the designated Service Desk email address: apacit-service-desk@airliquide.com Urgent After-Hours Communication Process For any URGENT Change communication outside of business hours (after 5:00 PM SGT) or on weekends, requestors must contact the Service Desk by phone at least 1 hour before the change begins. Please be aware that urgent communications sent after hours will only be broadcast in English. MyITCorner Article: Service Desk IT Communication Service for APAC - KB0056327 (the article can be shared with end-users) ARTICLE TYPE: Process TEAM: L1
airliquide, apac, com, communication, corp, desk, end, end user communication, english, hezharjoyo, kaluny@as, service, service desk it communication service for apac
NaN
KB0055511
BTS Canon MPS Uniflow Online Smartclient - first time install
English
hezharjoyo.kaluny@as.corp.airliquide.com
157
NaN
Uncategorized
Published
2025-09-29 12:54:17
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
38
2025-07-07 5:37:51
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User need to first time install a Canon MPS- Uniflow Online Smartclient. User is from: AME (CA,MX,CL,CO), APAC, AMEI (India, UAE, Qatar, BHR, Kuwait, Saudi Arabia) BEFORE YOU START: Canon MPS- Uniflow Online Smartclient currently implemented in the United Arab Emirates, Qatar, Kuwait and Saudi Arabia. The solution is currently being implemented in India as well. This Uniflow online solution will come soon to all AMEI countries, and to other regions in 2022. The Marimba package used for the insatllation of the new Uniflow Online Smartclient is the following: g_01423_canon_uniflow-online-2022.4_ml_16 Please note that this package has been pushed to all user PCs already and ideally the initial configuration was done by the user already but this KB will describe the steps to do in order to set it up on a new computer. Install the g_01423_canon_uniflow-online-2022.4_ml_16 from MARIMBA on user's PC. Uniflow Online queue will need to be configured after installation. Printer list for Saudi Arabia can be found HERE STEPS: Prerequisites : Have a Laptop/desktop on AirLiquide network or on VPNHave the Marimba Client installed (installed by default normally)Have a session open with google Kite open on the laptop/desktop, mail for example. Process to follow the first time: 1. Reboot the Laptop/Desktop when a popup appears from Marimba, stating that a restart is needed, this indicates that the Uniflow Online package has been installed. 2. After the reboot the following window will be displayed, click on Air Liquide Kite Account button : 3. From this Step, do not use the Enter key on the keyboard, click with the mouse button on "Next". Enter Air Liquide email address. Do not press Enter on the keyboard. Select "Next" with your mouse button. 4. Please authenticate with OKTA 5. Wait a few seconds... 6. The Setup is complete. Do not press Enter on the keyboard. Click on "Start" with the mouse button. Wait a few seconds for the client to be launched ... Installation validation: To validate the installation, click on the arrow to open the System Tray, expand the hidden icons and normally you can see the Uniflow icon like below If you double click on this icon you should have this below : with the name of the queue that the user needs to select for print on the printers. How to print: The printer name to select when the user wants to print is uniFLOW Online : Job is not showing on the printer Re-register uniflowSteps:1. Queue jobs, all the existing queue to be deleted2. Open Uniflow icon > Re-register3. Print again > Job is paused - restarting (status) > that is the good status in the printing queue NOTE: NEVER use the drag and drop option from the web portal. it is only allowed to print from the print queue. as that option is not secure. png and jpg files not printing with uniflow-> how to -> right click and print on the png/jpg In case of further issue assign the incident to L1.5. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: MPS - CanonModel/brand of the target printer: Hostname or IP of printer
Webex calling - End-users authentication : Google SSO
English
hezharjoyo.kaluny@as.corp.airliquide.com
87
Emmanuel DELORT
Uncategorized
Published
2025-08-19 11:02:31
5
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
25
2025-06-18 4:57:10
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User calls requesting information about the Webex Calling authentication - Using Google SSO BEFORE YOU START: If the issue is related to the user's kite password then use KB0011752 STEPS: Authentication procedure Launch the Webex softphone : Enter your Air Liquide email address and click Next: In the Google Sign-In window, type in your Air Liquide email address and click Next : Enter the captcha code and click Next : Enter your Google password and click Next : You should see one of the two screens below which will automatically go away and sign you in once you accept the sign-in request on your smartphone: If you receive this screen, then you will need to click I have responded from my phone once you do so : Authentication issue with scripts validation : While testing the process, a validation script page appeared twice during the authentication process : Clicking on Yes twice allowed to authenticate and use the solution but the user experience was not good at all. Investigations have been done and a solution was found by modifying the Internet options as described below : Ensure that Include all sites that bypass the proxy server is not selected This has been fixed for all users through a GPO change done with EUS teams and therefore should not happen again but in case this is needed, user can do it by himself as no specific rights are required. LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Configuration item: Webex Calling - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
AUHEALTHCARE: Access to send SMS to the Clicksend Domain
English
hezharjoyo.kaluny@as.corp.airliquide.com
17
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-30 11:08:52
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
2
2025-07-28 7:51:16
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC SYMPTOMS: If user would like to send SMS to the clicksend.com domain from alhsleepstudy@airliquide.com STEPS: User must have access to the delegated mailbox (alhsleepstudy@airliquide.com )to send SMS by using this link: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=301ae21537430700e1a4cea954990e59Choose Add memberPut the delegated mailbox and users email address If access is granted, they can send SMS to click send domainSome users can send SMS directly from their inbox tooYou can close the ADHOC ticket after guiding the user LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to report ZSMOPL functional issues BEFORE YOU START: ZSMOPL is an interface between iAladain/CDN and Pharma governmental authorities. STEPS: Open an incident and the ticket to L1.5, they will forward it to the local SD, PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Use Template: 0_AL _PL[Local Business App] - Issue Business service: Local Business Solution Situation: Bug/Defect [Incident] Assignment group: L1.5 --> PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling for the installation/configuration of WINCC application. BEFORE YOU START: WINCC is also called as WEBNAVIGATOR among PL-AL POLAND/PL-ALKAT users. Please note it is the same application! Please also note that WINCC works with Internet Explorer only! STEPS: 1. Open Internet Explorer and go to website : http://192.168.47.222 USERNAME : WEBUSERPASSWORD : WEBUSER 2. CLINK ON BUTTON ON THIS PAGE "CLICK HERE TO INSTAL 3. CLICK ON BUTTON "RUN" AND NEXT IT WILL RUNNING ANOTHER INSTALLATION WINDOW. USE YOUR ADM LOGIN ACCOUNT TO RUN THIS INSTALLATION. 4.CLICK ON BUTTON "NEXT" 5. CLICK ON BUTTON "FINISH" 6. INSTALLATION WILL START. CILICK ON "NEXT" 7. MARK "LICENSE AGREEMENT" AND CLICK ON "NEXT" 8. YOU CAN SET DEFAULT SETTINGS "TYPICAL" AND CLINET LOCATION "C:\Program Files..." AND CLICK "NEXT" 9. SELECT ONLY "ENGLISH" AND CLICK ON "NEXT" 10. CLICK ON BUTTON "INSTALL". INSTALLATION WILL START. 11. CLICK ON "FINISH" 12. ON BROWSER "INTERNET EXPLORER" REFRESH THE PAGE http://192.168.47.222 13. INSTALL ALL THE OTHER COMPONENTS. TO INSTALL COMPONENTS CLICK ON "VERSION INSTALL". YOU WILL SEE ANOTHER WINDOW AND CLICK "RUN". USE YOUR ADM LOGIN ACCOUNT TO RUN COMPONENT INSTALLATION. 14. AFTER INSTALLING ALL OTHER COMPONENTS WebNavigator SHOULD WORKING. 15. REFRESH THE PAGE http://192.168.47.222USERNAME : WEBUSERPASSWORD : WEBUSER 16. IF IT IS WORKING YOU SHOULD SEE PAGE LIKE THAT 17. IF YOU SEE ON PAGE CONTENTS "Low integrity level not supported..". GO TO INTERNET OPTIONS > SECURITY AND DISABLE PROTECTED MODE. APPY AND REFRESH PAGE. 18. ADD A SHORTCUT TO DESKTOP. GO TO PROGRAM LOCATION - DEFAULT :C:\Program Files (x86)\Siemens\WinCC\Webnavigator\Client\binCLICK RIGHT MOUSE BUTTON ON "WinCCVieverRT.exe" AND SEND TO DESKTOP. 19. GO TO DESKTOP AND OPEN THIS SHORTCUT. ENTER Adress : http://192.168.47.222USERNAME : WEBUSERPASSWORD : WEBUSER CLICK ON "OK" AND PROGRAM WILL RUN. 20. PROGRAM WORKING CORRECTLY: 21. IF YOU MAKE A MISTAKE OPEN SHORTCUT AGAIN AND PRESS CTR+ALT+P AND ENTER CORRECT DATA LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Hostname of PC Situation: Information request [Ad Hoc Request] Resolution Notes: WINCC installed and configurated correctly. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
BTS Oracle - Unable to proceed transaction for the inventory item
English
hezharjoyo.kaluny@as.corp.airliquide.com
79
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:36
5
GIO Service Desk
NaN
#########
4.00
BAP - HUB - ORACLE
NaN
NaN
NaN
54
2025-08-25 4:38:36
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to proceed transaction for the inventory item in Oracle. Inventory item discrepancy BEFORE YOU START: Able to access to Item > Master Item and Item > Organization Items, from Purchasing Admin responsibility or Inventory responsibility. POSSIBLE CAUSES: The Inventory Item does not assign to the correct Organization or set as Inactive. STEPS: 1. Check the inventory item status and availability in Oracle for the requested Inventory Organization (Items > Master Items > Organization Assignment). Select/check the requested Inventory Organization if yet to assign. 2. Search for the requested inventory item in Item > Organization Items and click Find: 3. Check the Item Status, select Active if appear as Inactive and Save. 4. Get user confirmation and close once confirmed. 5. If user still unable to view the inventory item, escalate the ticket to BAP-COE-ORA-L2 for further action. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration Item: Oracle EBS R12 - PROD Category: Application Situation: Bug/Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Autohotkey-install and use Autohotkey email templates and password quick keys(internal service desk)
English
hezharjoyo.kaluny@as.corp.airliquide.com
60
Boldizsar TOTH-SC
Uncategorized
Published
2025-07-30 12:28:52
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
15
2024-08-12 8:20:42
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: You as service desk agent need to send email from SNOW to user and use the email templates BEFORE YOU START: Install and set up the Autohotkey as per steps in the steps To reach the email templates click on „CTRL” + „mouse wheel button” Other options: F1: it writes your admin credentialsF2: it opens VNC and connects to the selected IP or hostname F3: it writes your BBCA credentialsF4: it opens BBCA and connect to the selected IP or hostnameF11: it pings the selected IP or hostnameF12: it writes the local admin credentialsGoogle: search for the selected phrase in GooglePing, tracert, nslookup: executes the selected command on the selected hostname/IPUser/Computer tracelog: search for the selected username/hostname in tracelog STEPS: How we install? 1. Open SM7 (it Is important because the Citrix S: drive is available only after opening SM7)2. Download the attached “START.txt” file and save it in the Startup folder of Citrix(S:\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup)3. Rename the “START.txt” file to “START.bat”Note: if you cannot see the extension, please untick “Hide extensions for known file types” under the Folder and search options4. Delete all the other files from the Startup folder5. Download the attached “Autohotkey by Sanyi” and the Excel files (laptop theft report) and save them in the “Documents” folder of Citrix 6. Open the “Documents” folder, right click on the “Autohotkey by Sanyi” file and edit7. Click on “CTRL” + “H” button and write “firstname.lastname” in the “find” field and write your username in the “replace” field. 8. Click on “CTRL” + “H” button and write “bbcapassword” in the “find” field and write your BBCA password in the “replace” field (please, use square brackets { } for the special characters)9. Click on “CTRL” + “H” button and write “admpassword” in the “find” field and write your admin password in the “replace” field (please, use square brackets { } for the special characters)10. Save the file and close the notepad(If you make a modification on the file in the future, every time you should reload the script. You can reload it by right clicking on the “H” icon in the notification area.)11. Restart your Citrix (Log off). So when you will open Citrix again, it will set up automatically Google Chrome as default browser and it will start your autohotkey. Please, do not click anywhere until Google Chrome is not totally opened. Conditions to use the command:1. The last tab in Google Chrome has to be the Service Now ticket from which you would like to send the mail Parts of the command 1. Menu can be reached by clicking on „CTRL” + „mouse wheel button” 2. Options: F1: it writes your admin credentialsF2: it opens VNC and connects to the selected IP or hostname F3: it writes your BBCA credentialsF4: it opens BBCA and connect to the selected IP or hostnameF11: it pings the selected IP or hostnameF12: it writes the local admin credentialsGoogle: search for the selected phrase in GooglePing, tracert, nslookup: executes the selected command on the selected hostname/IPUser/Computer tracelog: search for the selected username/hostname in tracelog How we use the mail template 1. The last tab in Google Chrome has to be the Service Now ticket from which you would like to send the mail2. Click on „CTRL” + „mouse wheel button” 3. Choose the language and the template you want4. Wait until it automatically copies your Google signature(then it will go to the last tab of Google Chrome, to your ticket)5. Our next click should be on the mail button6. Wait until it automatically fill the selected template and your signature7. Fill out the missing information8. Send your e-mail How we use the PC theft mail template 1. The last tab in Google Chrome has to be the Service Now ticket from which you would like to send the mail2. Click on „CTRL” + „mouse wheel button” 3. Choose the language and the template you want4. Wait until it automatically copies your Google signature(then it will go to the last tab of Google Chrome, to your ticket)5. Our next click should be on the mail button6. Wait until it automatically fill the selected template and your signature7. Wait until the pop up window opens8. Out next click should be on „Documents”9. Wait until it attach the correct theft report document and goes back to our mail10. Fill out the missing information11. Send your e-mail You can find the files for autohotkey install also here or attached to this article: https://drive.google.com/drive/folders/0B65tJdPITxu-fldoV2hsc2VkdktYMEEtemp6cjhDR29MY21nMGRsdWhpMTlfSDNpRTZHcDA ARTICLE TYPE: Process TEAM: L1
airliquide, auto, auto hot key, autohotkey, autohotkey-install, boldizsar, com, corp, desk, email, english, hezharjoyo, hot, hot key, hot-key, hotkey, internal, kaluny@as, key, keys, map, map hot-key, password, quick, quick keys, service, templates, toth-sc, use
NaN
KB0039768
Ctrip - Access and functional issues
English
hezharjoyo.kaluny@as.corp.airliquide.com
117
Changhou LOW-SC
Uncategorized
Published
2025-09-29 14:34:42
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
41
2025-05-19 5:10:38
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: User calling reporting issues or inquire about Ctrip Online Travel Booking Tool BEFORE YOU START: Ctrip is the Online Booking Tool for Air Liquide. URL: http://ct.ctrip.com/corptravel STEPS: Basic browser troubleshooting: 1. Clear browser cookies and cache 2. Close/restart browser and try again In case of issue persist, refer user to contact the Ctrip customer support with below contact information: Ctrip Corporate 24/7 Customer Support（7*24 hours service center） China Mainland : 10106116 + Enterprise code 6668 Hong Kong China : 800-90-6666 Overseas : +86-21-5260-4658 Additional information: Travel Booking Guideline LOGGING CATEGORISATION: Business service BCF - Concur Travel Category: Application Subcategory: Support / Assistance Resolution notes: Refer user to contact the Ctrip customer support TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: User contacted us because he/she needs assistance request for loan laptop POSSIBLE CAUSES: User needs to request for loan laptop to use for NAV training. STEPS: PCs are locally managed: - Create an adhoc. - Assign the adhoc to L1.5>onsite. LOGGING CATEGORISATION: Business service: BAMEI - EUS - UWP - Hardware service Configuration item: Hostname Situation: Non cataloged request [Ad Hoc Request] Assignment group (if not L1): L1.5>Onsite South Africa: GIO-EUS-FS-SOUTHAFRICA-L2North Africa: BAMEI-TUNISIA-L2, BAMEI-MOROCCO-L2BAMEI-UAE-L2BAMEI-QATAR-L2BAMEI-EGYPT-L2 BAMEI-ALAR-L2SA Vitalaire : BAMEI-VITALAIRE-L2India: BEC-EUS-FS-DEL-L2Nigeria : BAMEI-NIGERIA-L2Ghana: BAMEI-GHANA-L2India: BAMEI-INDIA-L2BAMEI-BENIN-L2BAMEI-BURKINAFASO-L2BAMEI-CAMEROON-L2BAMEI-CONGO-L2BAMEI-IVORYCOAST-L2BAMEI-GABON-L2 BAMEI-MALI-L2 BAMEI-SENEGAL-L2BAMEI-TOGO-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
MS Office - DE-Vitalaire License issue with Office applications
English
hezharjoyo.kaluny@as.corp.airliquide.com
424
Dennis ROSENKRANZ
Uncategorized
Published
2025-09-29 14:32:25
5
GIO Service Desk
NaN
#########
5.00
BHC - VADE - Internal IT
NaN
NaN
NaN
362
2025-09-22 8:45:40
#########
NaN
BHC-VADE-IT
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: DE Vitalaire user inform us that he/she cannot use the MS Office application. Possible error messages: Nicht lizenziertes Produkt (on a red ribbon, see below); Konto konnte nicht überprüft werden, die meisten Funktionen werden am XX deaktiviert (on yellow ribbon) OR an Office login window pops upon opening an Office application The issue can appear both in Citrix and locally installed Office applications, the troubleshooting is the same for both (just make sure to check which does the user use before you start to troubleshoot). STEPS: 1. Close all Office applications and open Outlook (if it is not open already). The following window will open: If it is not opening, please go to File > Office Account. By the account it will often give the option "Meine Anmeldung reparieren", if you see that, click on it. If it is not there, click on "sign out" and log the user in again. Then the Office login window should open. 2. Click on "Anmelden". 3. Give the username in the following form: firstname.lastname@eu.corp.airliquide.com If the pop up window appears in Outlook, please use the following login credentials: Username: VADE\firstname.lastnamePassword: VADE Password After that the account should work! This new pop up Window may also appear at the beginning: Click on "Login or create an account". Please type in the login data: firstname.lastname@eu.corp.airliquide.com or firstname.lastname@vitalaire.de Then click on "Next". After this please authenticate the user with OKTA and login with the same VADE account as above. LOGGING CATEGORISATION: Business service: BHC - VADE - Internal IT Category: Application Subcategory: Bug/Defect Resolution Notes: After Office account troubleshooting, the license issue got solved. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: User need to install driver for wireless accessories (Accessories, webcam, mouse, keyboard, headset...) BEFORE YOU START: Make sure that the user has the source file in order to install the wireless driver. STEPS: Installed the driver using Admin credentials. LOGGING CATEGORISATION: Template to be used: N/A Business Service: GIO - EUS - UWP - Windows OS Configuration item: Computer hostname Category: Devices Subcategory: Peripheral device Resolution Notes: Assisted the user to install the wireless driver TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AMER ENTITY:BIS AMER SYMPTOMS: User tries to connect UniFlow ONLINE printer and gets the error message on the UniFlow site: Connection Failed POSSIBLE CAUSES: Proxy issues. BEFORE YOU START: Users must create their accounts on the UniFlow site before trying to connect their computer to the printer. STEPS: 1.- Confirm with users that the error message is Connection Failed by gathering the next screenshot. 2. You need to close Google and Microsoft Edge completely (if you don't, this will not work) 3. Go to Control Panel > Internet Options > Advanced 4. You need to UNCHECK Use SSL 3.0 and UNCHECK Use TLS 1.0 5. You need to CHECK Use TLS 1.2. then Click Apply and OK. 6. No reboot is needed, test again within the app. If the issue persists, kindly follow KB0041397 LOGGING CATEGORIZATION: Ticket template to be used: GLOBAL - MPS Printer - Configuration/Issue Business service: GIO - EUS - MPS Category: Devices Subcategory: Printers Resolution Notes: Enabled "Use TLS 1.2" in Control Panel > Internet Options. Afterwards, the user was able to print. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported unable to view the "Opportunity" on Prospect screen. "Opportunity" is showing zero/null/empty. Unable to create Opportunity due to no data found under "Opportunity Owner" list. STEPS: 1. Check the Owner for the Prospect. In this case, the Owner is Rep ID = TE. 2. Open the user's setting in AL Security Manager. Go to "Sales Reps." tab. 3. Assign user to Sales Rep "TE". 4. Once done, click Save button. User login details saved successfully. In the event that user's Rep Name does not listed under the "Opportunity Owner" list: Confirm the access level by running this SQL script below. USE AL_SECURITY SELECT USERID, C.EMAIL_ADDRESS, C.ACCESS_LEVEL, A.LOGIN_ID, A.REP_ID, A.IS_DEFAULT FROM [APPSECURITY].[USER_SALESREP] A INNER JOIN [ALCHINA].[DBO].[SALES_REP] B ON A.REP_ID = B.REP_ID INNER JOIN [APPSECURITY].[USER_LOGIN] C ON A.LOGIN_ID = C.LOGIN_ID WHERE IS_DEFAULT = '1' and A.REP_ID IN ('70') AND A.COUNTRY_ID = '3' USE AL_SECURITY SELECT * FROM [APPSECURITY].[USER_ACCESS_LEVEL] User is a sales rep and must have a valid rep id set as default. LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group: GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
00, ahmad, airliquide, bar, bar+ - opportunity is showing 00, binti, com, corp, dayana, empty, english, hezharjoyo, kaluny@as, null, opportunity, rawi-sc, showing, zero
NaN
KB0034353
OBC Tablet/Printing - Printing quality is faint/not clear/faded
English
hezharjoyo.kaluny@as.corp.airliquide.com
20
Mohdasnawi MAKMON-SC
Printing / Devices
Published
2025-09-29 13:49:13
5
GIO Service Desk
NaN
#########
NaN
BAP - Local printers
NaN
NaN
NaN
7
2025-07-03 6:28:25
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Printing quality is faint/not clear/faded. POSSIBLE CAUSES: hardware issue BEFORE YOU START: Confirm the asset number/Printer name (i.e., ALJOBCPRNxxxx) STEPS: As there is highly possibly of hardware issue, please assign to support team for replacement. LOGGING CATEGORISATION: Business service: BAP - LOCAL PRINTERS Configuration item: Printer name (if applicable) Category: Device Subcategory: Printer Assignment group (if not L1): OSS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: Global ENTITY: BIS E&C SYMPTOMS: User is in need of Pisa Sales on his/her computer or has it but has issues. STEPS: Current version of the software used by AL E&C is Pisa Sales 6.4 To install Pisa Sales properly please install following Marimba packages: c_00099_pisa_sales-client-6.4.1194_en_28 (main Pisa software package) c_00234_pisa_sales-config-2.1_en_48 (configuration package) At the end please make sure that after running Pisa configuration looks as below: Host: 10.152.149.218 Port: 28000 Protocol: PiSA cubes User name: firstname.lastname or $USER Leave password empty In case configuration looks different than above: Please add/replace the existing PiSA configfile: C:\Program Files (x86)\PiSA\Client\psa\pisaprod_config.psc with the following one: pisaprod_config.psc In case the connection still does not work execute the following file as administrator (save file locally and change the file extension from *.txt to *.cmd): setcfgkeyPiSA.txt In case of any further issues with executing the above procedure please contact: Joachim WEICHT - Global IT Infrastructure Karol ZON - IT Service Delivery Manager, EuS Frances MURTON - Pisa application Business Owner Mateusz DREHER-SC - IT Project Lead LOGGING CATEGORISATION: Business service: BEC - PISA Configuration item: PISA Sales CRM - PROD Category: Application Subcategory: Depends on the issue Assignment group (if not L1): L1.5 of the region. ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to Login to AL Security Application. STEPS: 1. Ensure User, Group and Menu items are migrated. - Launch AL Security and login to BLAC application and select the country. 2. Check the AL Security Server Side, database connection string (user and password) 3. Ensure you can connect the AL Security database using same user and pwd from SSMS If the above steps did not solved the issue, raise an incident with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB BLAC - OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User called regarding laptop hardware related issue that is not functioning. BEFORE YOU START:If you know the user's PC hostname, you can see on MMS which model it is. For some of the hardware issue, for example, Laptop charger provided is wrong. You can check below to see the visual guides of the device. Dell's support homepage has visual guides on their laptops. For the case ,Latitude 5490: https://www.dell.com/support/kbdoc/en-us/000123941/latitude-5490-visual-guide-to-your-computer STEPS: Confirm with user the laptop hostname and serial number. After that, please confirm which hardware that is having an issue and escalate to local OSS for further assistance. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Assignment group (if not L1): Local OSS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User is complaining that fonts in google chrome are too big or too small POSSIBLE CAUSES: User accidentally zoomed in or out. STEPS: Click on the 3 dots on the top right of the browser and click on + or - next to "Zoom" depending on your user's need LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance needed adjusting zoom In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, big, big fonts, chrome, com, corp, english, fonts, gerhards, hezharjoyo, how, kaluny@as, maik, out, small, small fonts, zoom, zoom in, zoom out
NaN
KB0039606
ORACLE EBS R12 - Invoice not interface in Oracle with INVALID SUPPLIER SITE error
English
hezharjoyo.kaluny@as.corp.airliquide.com
260
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-09-29 14:07:41
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
320
2025-08-20 7:06:38
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User reported invoice has been approved in EPIC but cannot be found in Oracle POSSIBLE CAUSES: 1) The supplier site has been end dated for the Operating Unit2) The supplier site is not yet created for the Operating UnitAdvise user to contact the procurement team if the site should be active for status/end date modification or if it's should be available for new creation in SLM. BEFORE YOU START: 1) Check the error of the invoice using COUPA Interface Reporting - EPIC Oracle Invoice Interface Report2) Error shows INVALID SUPPLIER SITE STEPS: 1) Check the supplier site used in EPIC for the Invoice, ensure the company (operating unit) used as well2) Check if there's any value at the Inactive Date field at the supplier site in Oracle for the Operating Unit. You may use the following query as well: SELECT INACTIVE_DATE,* FROM APPS.AP_SUPPLIER_SITES_ALL WHERE VENDOR_SITE_CODE = 'XXXXXXXX' AND ORG_ID = 'XX' LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
ahmad, airliquide, binti, com, corp, dayana, ebs, english, hezharjoyo, interface, invalid, invoice, invoice not interface in oracle with supplier site error issue, kaluny@as, not, oracle, r12, rawi-sc, site, supplier
NaN
KB0022961
Citrix, Office, tconnect, tandem device and basic software installation
English
hezharjoyo.kaluny@as.corp.airliquide.com
97
Dennis ROSENKRANZ
Uncategorized
Published
2025-09-12 5:32:00
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
64
2025-09-12 5:31:41
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Germany ENTITY:BIS HOME HEALTHCARE SYMPTOMS: German Vitalaire user needs one of the following: Citrix, Office, tconnect, tandem device STEPS: In you Citrix go to https://die-clevere-insulinpumpe.de/ Copy the bat or exe file to the PC of the user(open the start menu in your own citrix and type \\hostname\c$ The hostname is the hostname of the PC of the user, you can use IP address instead of it) and launch it. 02_Laptop-Tablet_VA_defaults._Wx_64.bat contains basic softwares like ms_bg-info, irfan-view, videolan-vlc To see the complete list right click on the file, choose Edit, than click on Run. A notepad file will open, scroll down until you see the marimba channels with the software names. Please note: The most updated version of Tandem Device Updater can be downloaded from the official website. Most of the time the users already did that and call the Service Desk for admin rights. ARTICLE TYPE: Process TEAM: L1
Chromebox of Meeting - stuck on the loading page when start or restart the machine
English
hezharjoyo.kaluny@as.corp.airliquide.com
43
Changhou LOW-SC
Uncategorized
Published
2025-07-30 11:08:54
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - CWS - HardwareforMeeting
NaN
NaN
NaN
11
2025-07-22 5:49:38
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Chromebox of meeting stuck on the loading page when user start or restart the machine. STEPS: 1. Collect the users information 2. Gather the meeting room information (Floor, meeting room name) 3. Assign the ticket to OSS group. LOGGING CATEGORISATION: Business service: GIO - EUS - CWS HardwareforMeeting Configuration item: Serial Number Category: Devices Subcategory: Hardware Assignment group (if not L1): Local OSS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to access Workday due to "Workday Sign in Error" BEFORE YOU START: Access is done via SSO, with OKTA authentication. Kindly follow KB0028505 If the user wants to access myHR via the phone app, user must have had mobile device registered in OKTA as well. If the issue persist, you can follow the below steps. With any functional issue: The concerned user has to raise a ticket via BSC myHR Help or Workday form and if HR teams need to escalate finally to IT, they will use the HRCASE! STEPS: 1. To access the MyHR system users should have an active internal CARM account. Please do not create a ticket for subcontractors employees. Click HERE to check if the user has an active internal CARM account. 2. The WorkdayID field in CARM is mandatory for all internal employees who are in the scope of Workday. Click HERE to check if the user has the correct workdayID information on the CARM profile. 3. Then check the email address in CARM and in MyHR. They must be the same address and MyHR profile must be aligned with CARM profile for email address field. 4. The concerned user has to raise a ticket via BSC myHR Help or Workday form and if HR teams need to escalate finally to IT, they will use the HRCASE. 5. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: MyHRExplanation: Guidance to MyHR In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR - PROD Category: Application Subcategory: Support / Assistnace Resolution Notes: Show where to go form submitted
COUNTRY/REGION:Germany ENTITY:BIS HOME HEALTHCARE SYMPTOMS: Citrix Receiver needs to be reset, Citrix can't open STEPS: Search for the icon of Citrix on the right side of the taskbar. Right-click on it and select "Advanced properties". A window will pop up, please select "Reset receiver". On the next window, please confirm that the receiver needs to be reset. When the receiver has been reset, an authentication window will pop up. Insert the following server address: Prod: https://mycitrix.apps.airliquide.com/citrix/mySSO/pnagent/config.xml After this a login window will pop up asking for the users username and password. Enter the username as ALFRGIS\firstname.lastname and the users AL Windows password. Once the user enters the credentials, the setup is complete and Citrix Receiver should open.If Citrix would be empty, you can add the apps by clicking on the "+" on the left side and selecting the applications from the list. LOGGING CATEGORISATION: Business service: GIO-CS-EUR-PaaS Virtualization Category: Application Subcategory: Availability and Performance Issue Resolution Notes: Citrix Receiver opening normally. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to cancel a COA. POSSIBLE CAUSES: The possible cause is the access rights are not given to the user to cancel COA and can be enabled in AL Security module. STEPS: This can be because authorization rights are not assigned to you. Follow the steps below to enable the access rights in AL security: 1. Login to AL Security with the UserID and Country name. 2. The AL Common Security Manager window opens. 3. Click the Security menu and click Security Manager submenu. 4. The Security Manager screen is displayed as shown below: 5. Click Groups, then select the required group from the list. 6. Click the Assign Rights tab.The Assign Rights/Reports screen appears. 7. In the Functions tab, select WIP from the Module drop-down list. 8. In the CoaCoc folder, select the Cancel COA checkbox to enable authorization rights for cancelling COA. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Windows Shared Drives - Restoring a File or Folder
English
hezharjoyo.kaluny@as.corp.airliquide.com
124
Christian MCCOMAS
Windows - Storage / Performance
Published
2025-09-29 12:51:49
6
GIO Service Desk
NaN
#########
NaN
GIO-CS-AMER-Non Eligible File Storage Service
NaN
NaN
NaN
24
2024-12-02 9:15:16
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article describes how to proceed in case an end-user needs restore a file or folder that was located on a Windows Shared Drive because it's lost or corrupted. BEFORE YOU START: For files stored locally on the user's computer, try to restore a previous version from file 'Properties' For restoring documents on Google Drive, see KB0012156 Google Drive - Restore missing documents (GLOBAL) The following process is ONLY for files on a Windows Shared Drive. STEPS: If the file is corrupted or not opening, first try to restore a previous version from file 'Properties'. If unable to recover the file, create an incident ticket, description must contain: - File or folder name: specify the file extension like .docx, .ini, .pdf - Full path of file or folder location: get the full path (\\servername\Level1 folder\Level2 folder\.......\filename.extension). Example of full path: \\fr-f-ples1\workgroup\Carboxyque\Catalogue\CCSV\DivaPlus\Presentation.pdf. - Date of the restore: provide date in format dd/month/yyyy or 01 of september 2016. Last time it worked or time range from when we could try to restore the file. If user calls right after or on same day the file was lost, the date of file restore should be from previous day. LOGGING CATEGORISATION: Business service: GIO-CS-AMER-Non Eligible File Storage Service Situation: Availability [Incident] Assignment group: GIO-CS-AMER-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: User is calling for access to BAR+ 360 (part of GIDEON) STEPS: Redirect user to My IT Corner- Link for the catalogue item: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=9a60c9a50f51cb00aca9c9cce1050ec0&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - My It Corner - Request Business service: GIO - EUS - Service Desk Configuration item: MyITCorner PROD Category: Application Subcategory: Access / Rights Resolution Notes: Service desk will guide the user to submit request via myIT corner TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
360, account, airliquide, avinash, bar, bar+, bar+ 360, bar+ india, com, corp, creation, english, gideons, gideons india, hezharjoyo, india, kaluny@as, kumar, login, sso
NaN
KB0014948
Place2share - Unable to connect
English
hezharjoyo.kaluny@as.corp.airliquide.com
329
Isabelle LAM
Uncategorized
Published
2025-09-29 13:56:27
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - PLACE2SHARE
NaN
NaN
NaN
170
2025-07-10 10:51:10
#########
NaN
GIO-EUS-DWP-L4
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot connect to Place2Share. BEFORE YOU START: If the user is working from home , The VPN connection leads to a time-out ---- Usage of Place2Share is allowed without VPN Connection (non-confidential-secret data).Remember : only use the automatic connection link on logon page - (without VPN, you will be asked to authenticate with Multipass/1timepass) STEPS: In case the user is calling being unable to login to Place2Share, we need to proceed with the following steps: 1. If the website "https://place2share.airliquide.com/" is available: - For internal (AL or -SC) users the connection works automatically by SSO. Please note: if ever AL users don't read the user guide how to log on (in the KB in MyITCorner) and lock their account, they will have to wait only 10 minutes to have the account automatically unlocked. - External users (who are not present in MMS) can login by their e-mail address. 2. If the website "https://place2share.airliquide.com/" is not available: - Ask how many users are affected and double-check if the website is reachable from Service Desk Browser. - If Yes, it is a network issue --> Assign an incident to GIO-NET-SUPPORT L1 - If still KO --> assign the incident to GIO-EUS-DWP-L4 Diagnostic Tree: LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - PLACE2SHARE - Issue Business service: GIO - EUS - DWP - PLACE2SHARE Configuration item: PLACE2SHARE - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-DWP-L4 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Google - How to check and adjust calendar guest permission
English
hezharjoyo.kaluny@as.corp.airliquide.com
10
Olivier PIRZ
Uncategorized
Published
2025-09-11 12:54:29
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
1
2025-09-11 12:53:38
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User said that her team unable to see guest list, invite others or modify event. STEPS: Go to user Gmail Google Calendar In Google Calendar go to Setting Under General Tab Language and region go to Event Setting In Default guest permission user can grant permission for guest like modify event, invite others, see guest list LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: CalendarContext: Service Desk will guide user on how to amend the guest list /modify event. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted. ARTICLE TYPE: FCR TEAM: L1
adjust, airliquide, calendar, check, com, corp, english, google, guest, hezharjoyo, how, kaluny@as, kite, modify, olivier, permission, pirz, to
NaN
KB0027672
ResMed Airview - Install Certificate
English
hezharjoyo.kaluny@as.corp.airliquide.com
531
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-29 14:33:43
5
GIO Service Desk
NaN
#########
NaN
BAP - AUHC - Managed Applications
NaN
NaN
NaN
185
2025-05-29 3:49:07
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC SYMPTOMS: User called in to request assistance on certificate installation for ResMed Airview. URL: https://login.airview.resmed.com STEPS: Download the Java certificate At the bottom-left corner of your browser, or go to the folder where the downloaded certificate is located, click server.crt Click Open Click Install Certificate. In the Store Location section, select Local Machine.Click Next. Select Place all certificates in the following store.Click Browse. Select Trusted Root Certificate Authorities. Click OK. Click Next. Click Finish. Ask user to test the page again. LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to install certificate.
air, air view, airliquide, airview, certificate, com, corp, english, hezharjoyo, install, kaluny@as, matutina-sc, med, res, res med, resmed, rose, view
NaN
KB0022976
SCADA: Unable to find data tag in al-sas-big-prod-sql-ali-01.database.windows.net
English
hezharjoyo.kaluny@as.corp.airliquide.com
62
Hezhar Joyo KALUNY-SC
Windows - Storage / Performance
Published
2025-07-30 11:34:33
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BI
NaN
NaN
NaN
15
2025-07-02 9:02:32
#########
NaN
BAP-COE-BI-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: If user calls regarding Scada issue on database: al-sas-big-prod-sql-ali-01.database.windows.net STEPS: Get the details from the user (ex. LabelName, google drive link, screenshot, error codes)Assign the ticket to the support team LOGGING CATEGORISATION: Business service BAP - HUB - BI Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BI-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: User is unable to log in to ShAIR (s1-eu.ariba.com), or has any functional issue with ShAIR STEPS: The support team for ShAIR is only available in e-mail, so user has to write an e-mail to the following address: wwec-shairsupport@airliquide.com After advising the user to contact the team in e-mail, close the adhoc ticket. LOGGING CATEGORISATION: Business service: Local Business Solution Situation: Information request [Ad Hoc Request] Resolution Notes: We guided the user to the ShAIR support. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
Webex Control Hub - How to request Service Desk account [Service Desk internal]
English
hezharjoyo.kaluny@as.corp.airliquide.com
20
Emmanuel DELORT
Uncategorized
Published
2025-01-09 17:39:09
5
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
1
2025-01-06 3:48:20
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:EUROPE ENTITY:GIO SYMPTOMS: Service Desk analyst needs access to create telephony accounts on the Webex Control Hub. BEFORE YOU START: To be able to have access to onboard a new SD agent to the Webex Control Hub, you need to have full admin access to the console. STEPS: 1. Connect to https://admin.webex.com/2. Go to Management - Users3. Search for the analyst with their email address. Normally no account will be found, you will have to create the account. If there's an account already, skip to step 9. 4. Click on Manage Users, then Add users manually.5. Enter First name, last name and email address, then click on the + icon to add. Then click Next.6. On the next page, don't modify anything, just click on Next.7. On the next page, don't modify anything, just click on Add users.8. Click on Finish.9. You will be redirected to the user management page, refresh the page, then search the email address of the analyst again!10. Click on the name, this will take you to the account settings. On the Profile tab, scroll to Administrator roles, where by default you will see "None". Click on it to be able to edit the role.11. Select "User and device admin" then Save. ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC SYMPTOMS: If user called regarding any core plus login issue/ unable to see patients file STEPS: This is a third-party application. Please advise user to contact Iain MARTIN for assistance. LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications Configuration item: If Applicable Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will advise user to contact Ian Martin ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: How to get system error log STEPS: Via VNC remote session Connect to users machine using VNC remote tools.In users machine, open File Explorer, access to C:\ASCApps\Japan\LIVE\BRAVO\SYSTEM_ERROR. *Depending on users office, the folder might be saved in D drive. *Log file that is not 0KB has error log saved in it. *Sample log file: Via Backend check Open File Explorer, access to users C Drive with below path. \\ALJP-XXXXXX-X\C$ *For example, if users machine hostname is ALJP-1600083-D, the path would be \\ALJP-1600083-D\C$ *Depending on users office, the folder might be saved in D drive. You will get prompted for ID and password, enter your admin account to proceed.Access to C:\ASCApps\Japan\LIVE\BRAVO\SYSTEM_ERROR. *Log file that is not 0KB has error log saved in it. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: Service desk will remote into users PC and get the system error log. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:CHINA ENTITY:ALL SYMPTOMS: User request assistance to enroll Intelligent Hub on IOS mobile device STEPS: 1. Request access to Intelligent Hub via CARM PLEASE NOTE: Even though users have the option to enroll up to 3 devices to Intelligent HUB, the Service Desk is supposed to encourage users to request the number of enrollments they truly need as there is a cost associated with each enrollment. On your computer, go to CARM: Click on My accessClick on Mobile Device AccessSelect between Mixed Usage (Personal mobile) or Business Only(Company mobile)Choose how many devices you wish to enrollEnter a justification, press Submit (a notification will be sent to your Carm approver). 2. Secure Remote Access request Access CarmClick on Secure Remote AccessSelect Mobile Users - ChinaEnter a justification, press Submit (a notification will be sent to your Carm approver). Steps to enroll your device Step 1 With your mobile, open your Apple Store. Type Intelligent Hub in the search box on the top right corner, then click on Install The app will open automatically, if not press OPEN. Step 2 Then Click on the QR code. You do not need to fill in your email address.Press OK. This action will automatically open the QR code flash system on your mobile and does not require any other action Step 3 Open the email you got from Intelligent Hub on your computer. It's from intelligent-hub-noreply@airliquide.com. You'll find it in your Air Liquide mailbox. Scan the QR CODE which is on the mail you opened. Step 4 - Click on Continue Step 5 Tap to Download Profile Set the notifications based on your preferences whether to allow or not allow. Step 6 - Click on Allow and then Close. Step 7 - Click on the option below as per screenshot when the download is complete. Step 8 - Next , Tap on Install Profile option, it will direct you to Open the Settings app Step 9 Go to General - Look for VPN and Device Management - Tap to Install the Workspace Services Step 10 Enter your device, unlock Passcode and press on Install. Step 11 - Press Trust to allow profile installation, and tap on Done. Step 12 - Click on (Take me to Hub) and skip the options. Step 13 - Press I understand, then I Agree. Enrollment is done !! When this appears on your screen, it means you have successfully enrolled your mobile in Intelligent Hub. The device must be connected to Ivanti (VPN) authenticated with OKTA to access GSuite applications from the device. If the Gmail application was not installed on your device, you can tap on the Apps option from the HUB Home screen , And search for Gmail to install it. Setup Ivanti (VPN) Before setting up Ivanti , please ensure you have completed Okta Verify. If not , please refer to the link 1. With your mobile, open your Apple Store. Type Ivanti Secure Access Client in the search box on the top right corner, then click on Install 2. Tap to Open the Secure Access App 3. Enter the url https://cn.vpn.airliquidechina.com/mobile , Tap on Connect
'User Management' Step 2: Search for the user by his name, surname, or his email(in USER field). - Under 'Client' select: 'Electronics' Then you will need to select the correct 'Organization', depending on the user location. If the user is not in the list, change the 'Organization' option for another location. Once user is found, it should have an orange color meaning that the user is locked or password has expired STEP 3: Click on the 3 dots under 'Actions' on the right and select 'Change Password': STEP 4: Create a temp password for the user and send it by email. After his first login, the system will ask the user to update the password. Notes: Tablets can have PreProd or Prod Environments apps installed at the same time. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: diAL Prod - diAL PreProd Situation: User can’t login into diAL App from the Tablet. Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2
MAXIMO PROD & MAXIMO PREPROD - PM’s Extended Date Incident analysis Last Update: 2024-02-29 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The user is unable to modify more than 1 time the field ‘Extended Date’ from the PM’s. BEFORE YOU START: You will need AL Network connection or being connected to the VPN. Access to Maximo Prod or Maximo PreProd Portal as Administrator. STEPS: STEP 1: Login to Maximo PreProd for testing purposes. STEP 2: From the left panel: Administration → Organizations STEP 3: If you know the name of the Site that you want to apply this changes, you can search it from the Organization field → If not, you can press enter and it will show you all the Sites in Maximo, and then search one by one. Example: STEP 4: Once you have selected the correct Site, you will need to select from the left panel ‘More Actions’ → Calibration Options → Work Order - Other Organization Settings STEP 5: The first option is related to ‘Preventive Maintenance’ with the text: ‘Default Amount Allocated to Extended Date in PM Application’ From there you can input the number wanted. It can go from 1 to 1,000,000… STEP 6: After applying the changes, you need to send an email to the user advising about the changes and asking to test it. If it is working fine, then you can make the same changes in Maximo Prod POSSIBLE CAUSES: User is unable to modify more than 1 time the ‘Extended Date’ option from the ‘Frequency’ Tab for the PM’s. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: Maximo Prod & Maximo PreProd Situation: Modify the amount of times user is able to change the ‘Extended Date’ from a PM. Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2
Dial App / Tablet - Installing Dial App Prod or PreProd (AME) Incident analysis Last Update: 3/4/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: This document is valid for new installation, and also for swapping from PreProd to Prod Environment. BEFORE YOU START: You will need to have an Administrator account for WorkSpace Portal. Link: https://console-workspace.apps.airliquide.com/AirWatch/ The tablet in which you will install Dial App must be connected to Wifi (it can be a public SSID) for remote connection purposes. STEPS: STEP 1: Login with your admin account in the WorkSpace Portal. Dashboard view will load. STEP 2: In order to install Dial App, first you need to search for the Device. For that, ask the user for the last 4 digits of the SN of the Tablet. Serial Number should be on the top of the Launcher instance. Select ‘List View’ and then with the SN of the tablet, search for the device. View of the searched device: 1- Apps: Option to check which apps are installed on the tablet. 2 - Remote Assist: Option to remotely connect to the tablet. 3 - More Actions: Option to check the Organization Group and the ‘Manage Tags’. STEP 3: In order to install Dial App, the device must be assigned to ALEUS under ‘Organization Group’. Click on ‘More Actions’ and select ‘Change Organization Group’ under ‘Admin’ option Search for ALEUS and then click on ‘Save’. STEP 4: Click on ‘More Actions’ and select ‘Manage Tags’. STEP 5.1: From the list of the available tags that the system offers, select between ‘diAL PrePROD’ or ‘diAL PROD’ depending on what the user has requested and click in ‘Save’. Note: if you want to have diAL PROD & diAL PreProd installed at the same time, you will need to select the TAG that includes diAL PROD + diAL PrePRODYou can also select (diAL PROD + diAL PrePROD + J5) or (diAL PreProd + J5) STEP 5.2 (for Dial PROD app): OPTION A: After selecting tag, the app or apps will be installed automatically. But you still will need to grant Permissions from Android O.S. to diAL App. - Exit Launcher STEP 5.3: Go to the Settings option of the Tablet. STEP 5.4: Select Application.STEP 5.5: Allow all permissions to the app from Settings → Apps → DiAL → Permissions: Before: After: Note: This view can be different depending on the O.S Version. After this, Execute Launcher again and the applications will be ready to use OPTION B (if option A didn’t work): STEP 1: Go to Apps and search for DIAL You will see that Dial App is listed, but not installed, so select the Dial App and click on Install. This will push the installation on the Tablet. After app is installed, perform STEP 5.5 for granting permissions to the app. POSSIBLE CAUSES: User asked for a new installation, or diAL App is not working. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: DiAL Prod - DiAL PreProd Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
One-Maximo - Change or modify location from an Asset
English
ignacio.coppini@am.corp.airliquide.com
27
Ignacio COPPINI
Uncategorized
Published
2025-07-28 20:47:56
6
IT Knowledge
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ALZ-AME-GCS-Production Assets-L2
One-Maximo - Change or modify location from an Asset Incident analysis Last Update: 2023-10-05 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Preventive Maintenance (PM) is not creating Work Orders because the Location of the Asset added in that PM is not correct. Most probably is a SITE instead of a Location (Plant, PU, etc). BEFORE YOU START: Make sure that all the correct information was added in the Ticket (Service Now). Site where the PM is located Preventive Maintenance Number New Location to be added STEPS: STEP 1: Login to Maximo Prod and from the left panel select “Preventive Maintenance → Preventive Maintenance” STEP 2: Search for the PM and click on it. STEP 3: Once you are inside the PM, under ‘Details’, you need to click on the arrow next to Asset → Go to Assets Note: an Asset number should be there already. STEP 4: Once you are inside the Asset Page, from the left panel you need to select the option “Move / Modify Assets” STEP 5: Copy and paste the Location Number provided by the user in the ticket into “To Location: ” and click on “Apply”. You can see that before clicking on the “Apply” button, the location assigned is ALB-UPSJ (a Site), and after clicking in the “Apply” button, that location will change to the new location. After clicking on the Apply button: POSSIBLE CAUSES: Location of the asset is incorrect. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: One-Maximo Situation: Work Orders not being generated automatically Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2 or ALZ-EU-GCS-Production Assets-L2
Create new user in diAL PROD and PreProd Environment
English
ignacio.coppini@am.corp.airliquide.com
13
Ignacio COPPINI
Uncategorized
Published
2025-07-29 2:01:50
11
IT Knowledge
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ALZ-AME-GCS-Production Assets-L2
Create new user in diAL PROD and PreProd Environment Situation: New request for New User Creation coming from the Customer. BEFORE YOU START: DIAL USER CREATION SHOULD BE DONE BY A CHAMPION ASSIGNED TO THE SITE. WE ONLY CREATE NEW USERS IN DIAL AS AN EXCEPTION, WITH THE APPROVAL OF THE MANAGER OF THE SITE. (you will need to attach that proof in the ticket Request) Steps: Step 1: - Login to diAL App with your credentials (admin rights). PreProd Link: https://dial-pp.am.corp.airliquide.com/web/#/SAU Production Link: https://dial-prd.am.corp.airliquide.com/web/#/login Step 2: Go to the top left and click on the 3 lines and then: 'System Administration' --> 'User Management' Step 3: Click on the + button Step 4: Then, fill the mandatary fields: 1 - Identifier: user’s email address 2 - User: user’s email address 3- Security Profile: ADM: should be only be assigned to Support team. L2, L3, etc. Web: if the user will be using the Portal option only. Mobile: if the user will be using the Tablet in the field. 4 - Password and Confirm new Password: create a random password for the user 5 - Email: user’s email address 6 - NFC: this is optional. Should be added in the ticket as information. 7 - Name: User’s name 8 - Surname: User’s surname 9 - Roles: This information should be added in the ticket. 10 - Client: option to select the LOCATION of the user. Always select: ELECTRONICS, and then the Organization. 11 - Site: after selecting the Client, you should select the Site, which will depend on the Organization selected before. In this case, if Texas Instruments TGCM was selected, this options will appear: Click on the blue arrow to select the correct one. 12 - Language: Canadian English 13 - Execution Roles: this information should be available in the ticket. Step 5: Send an email to the user as per: in the title of the email you should include the ticket number Hi there, Good afternoon, I'm contacting you regarding your access to diAL Prod environment, please navigate to https://dial-prd.am.corp.airliquide.com/web/#/login use name.surname@airliquide.com as your username and XXX as your temporary password. I'd ask you if you could please change it at your first login and confirm please that you are able to do so. I'll be waiting for your response before closing the ticket. Thank you! -------------------------------- ---------------- ---------------- ---------------- ---------------- ---------------- ---------------- ---------------- LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: diAL Prod or diAL PreProd Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2
KMS DataBase Backup - Hexagon request to have a copy of the DB
English
ignacio.coppini@am.corp.airliquide.com
13
Ignacio COPPINI
Uncategorized
Published
2025-07-28 20:33:27
8
IT Knowledge
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ALZ-AME-GCS-Production Assets-L2
KMS DataBase Backup - Hexagon request to have a copy of the DB Incident analysis Last Update: 2023-08-18 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: A ticket to Hexagon was created and they need to have a copy of the PA DB BEFORE YOU START: Create a ticket in Hexagon Support Portal: Link: https://smartcommunity.hexagonppm.com/s/login/?language=en_US&ec=302&startURL=%2Fs%2F They can ask for PreProd PA or for PROD PA DataBase. You need to have FILEZILLA Application installed on your computer. STEPS: STEP 1: Pathname + filename will be created during running the database command on SSMS. Also, Pathname will be different for each environment: Dev, PreProd and Prod. On the other hand, the FileName can be editable by the user who is performing this task. A good example could be: PA_AL_ticketNumber_CurrentDate.bak L3 team needs to send an email to ww-na-aws-tcs@airliquide.com (Ww-na-aws-tcs) asking to provide a download link for the database backup file. Information needed: AWS Account #: 000368359906 STEP 2: Once the AWS team shares the URL link to download the Backup Database, you have to download it to your local PC. (it is normal that the link is only available for 12hs). STEP 3: Open FileZilla Application and connect to the FTP Server provided by Hexagon. Details: Here is the link to access the Article from the PAKMS Support Web Portal with the needed information to connect to the FTP Server. (User account to access this Portal) Link: https://support.procedureaccelerator.com/support/solutions/articles/44002246349-ftp-file-exchange STEP 4: From FileZilla Application, you will need to configure the following: File → Site Manager… A new pop-up window will appear: STEP 5: Host: secureftp.innovatia.net Port: 21 Protocol: FTP - File Transfer Protocol Encryption: Require explicit FTP over TLS Logon type: Ask for password User: AirLiquide Password: inside PA AcceleratorKMS Support WebPortal. (Link) STEP 6: Once you are connected to the FTP Server, you need to search the .BAK from your Local Drive --> Local Site and Drag & Drop to the Remote Site: Local Site View: Remote View: STEP 7: Once the file is fnished transfer to the Remote Site, you need to send an email to the Hexagon Team, letting them know that the transfering was completed. POSSIBLE CAUSES: Hexagon Support Teams needs a PA BackUp Database to perform their own tests. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: KMS/PA US - PROD or KMS/PA US - PRE PROD Situation: Tests need to be performed by Hexagon Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2
SOLR PROD & PREPROD REBUILD INDEXES Incident analysis Last Update: 2023-11-01 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Copy of the KMS Prod DB to the KMS PreProd DB or the KMS PreProd to the KMS Prod DB. BEFORE YOU START: You will need to have access to the SOLR Server: SOLR PreProd IP: 10.199.73.137 SOLR Prod IP: 10.198.22.11 STEPS: STEP 1: Login to the SOLR Server that you want to run the querys. For example: If you made a copy of the PROD DB and imported into the PreProd DB, you will need to access to the PreProd SOLR Server. STEP 2: Make sure that you have access to the SOLR web Portal: Open the IE App and go to: http://localhost:8983/solr/ If you are able to see SOLR Dashboard, it means that you are able to access the SOLR DB. STEP 3: In order to re build de indexes, you have to run 2 queries: Note: Always send an email to the business before doing this, so they are aware of this process. By doing this, KMS Portal will not be available. If you are doing this in KMS PROD environment, in the email sent to the Business, you will need to wait for their approval. 1- If altering the Akms_Content index, execute this in a browser: http://localhost:8983/solr/Akms_Content/update?stream.body=*:*&commit=true 2- If altering the Akms_Statements index, execute this in a browser: http://localhost:8983/solr/Akms_Statements/update?stream.body=*:*&commit=true STEP 4: Run the deploy.bat file from the PA Server, which is located: For PreProd Environment: D:\KMS310-SOFTWARE-INSTALLATION\AKMS_3.10.1_Installation\AcceleratorKMS - 3.10.1.1 For PROD Environment: D:\ProcedureAccelerator_3.4.0.20 STEP 5: Before and after running the scripts and the deploy.bat, the status of the Service can be checked by this URL: https://localhost:8983/Health STEP 6: If the service is not restableshed after running the 3 steps, you need to check the following information: From the web.config file: POSSIBLE CAUSES: After importing a fresh copy from a DataBase to another DataBase, indexes must be rebuilded. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: KMS/PA US - PROD or KMS/PA US - PRE PROD Situation: rebuild indexes from SOLR Server. Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2
One - Maximo - User creation or update site and roles (GLOBAL)
English
ignacio.coppini@am.corp.airliquide.com
118
Ignacio COPPINI
Uncategorized
Published
2025-07-28 20:47:56
6
IT Knowledge
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ALZ-AME-GCS-Production Assets-L2
One - Maximo - User creation or update site and roles (GLOBAL) Incident analysis Last Update: 04/19/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: User creates a ticket because he/she is not able to access due to an error in Maximo Prod Environment. BEFORE YOU START:s User needs to have access to CARM. User needs to be connected to VPN or have an Alizent LAN connection (from the office). Activate User: STEPS: STEP 1: (in the subject of the email include the number of the ticket.) Send an email to the user with the following template information: Hello xxx, In order to activate your One- Maximo Prod account again, please visit this PPT file and on the last slide (number 8) you will find the correct information to do so. If after performing that step, you are still not able to access Maximo, please let me know so I can continue treating this ticket in order to solve your issue. Link to the PPT. Best regards, POSSIBLE CAUSES: User creates a ticket requesting a new Maximo User. User creates a ticket for updating Maximo information. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: One-Maximo PROD Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2 or ALZ-AME-GCS-Production Assets-L2
DIAL - User information corrected from diAL SQL Incident analysis Last Update: 2023-10-09 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: MMS Ticket requesting a new user creation for diAL App. BEFORE YOU START: You have to be connected to Ivanti VPN or been connected to AL Corporate Network at the office. If the ticket is created by the same user who is requesting yo update any of his information, you need to send an email to his or her Manager asking for the approval and attach that email in the MMS Ticket. STEPS: STEP 1: Connect using Windows DRP to the Server: sina-jmpbp01 and login using your admin Account. STEP 2: Execute and login to SQL Connection DataBase: Dev: az-wb-dev.cot4v6jw1zu1.us-east-2.rds.amazonaws.com PreProd: az-wb-pp.ccy7rslh6p5r.us-east-2.rds.amazonaws.com Prod: az-wb-prd.cygdcvgr1ye9.us-east-1.rds.amazonaws.com STEP 3: Run a simple query to search the user in the DB to confirm that the information is actually wrong as the ticket suggest. STEP 4: Run a query to update the information from the DB. Note: DON’T USE EXACTLY THIS QUERY, ADAPT IT TO THE TICKET REQUEST. User modified by query in SQL: update [USER] set BIZ_ID = 'ALEX.TORRES1-SC@AIRLIQUIDE.COM', LOGIN = 'ALEX.TORRES1-SC@AIRLIQUIDE.COM', MODIFICATION_USER = 231, MODIFICATION_USER field should be completed with the user ID who is running the query. STEP 5: Send an email to the user advising that the update was successful performed. POSSIBLE CAUSES: User can’t access diAL Portal because of the wrong information. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: diAL Dev - diAL PreProd - diAL Prod Situation: User can’t access diAL PORTAL. Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2
Maximo - User email is wrong in CARM Incident analysis Last Update: 2023-12-20 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: User creates a ticket because she/he can’t access Maximo even though the user has requested the access through CARM. BEFORE YOU START: You need access to IVANTI vpn (if working from home) and access to Maximo Portal Link to Prod Environment STEPS: STEP 1: You will first need to check if the email of the user in Maximo is updated. Login to Maximo From the left panel, go to Security → Users Search by the user’s name. Check emails from ‘User Name’ and from ‘Primary email’. Also check if the Status is mark as ‘ACTIVE’. STEP 2: If it is necessary, update the emails in Maximo for the new email account. STEP 3: Go to the CARM Portal, login with your account, and search for the user. Go to ‘Access’ . Look for the Portlet with the MAXIMO text and click in the 3 dots → edit The email from the user should not be updated to the latest email account. STEP 4: Send an email to wwgio-iam-carm-l2@airliquide.com (WwGIO-IAM-CARM-L2) with the following text: Hello Carm team, This user is working again for Air Liquide, but her email has changed from booike.dejong-sc@airliquide.com to booike.dejong@airliquide.com Note: this is an example, don’t use this same email. STEP 5: After CARM team answers saying that the modifications were made, send an email to the user letting him or she know to try again to access to Maximo Prod. Always add as CC: eu-one-maximo-support@alizent.com (EUROPE) or ww-one-maximo-global-l2@alizent.com (AMERICAS) POSSIBLE CAUSES: User used to work for AL in the past, and it was reinstated, or email account was modified. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: One-Maximo Prod Situation: User can’t login into Maximo Prod Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2 or ALZ-EU-GCS-Production Assets-L2
One-MAximo - Data Modifications (PM,Locations, Assets...) (GLOBAL) Incident analysis Last Update: 2023-06-07 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: User needs to update mass information from One-Maximo BEFORE YOU START: The person responsible has to be connected to Ivanti VPN or been working at the office (LAN connection). The user that has created the ticket needs to provide the correct information of what information he needs to update.Ticket example: ADHOC0909419 Perform all these steps in the PreProduction Environment before making any changes in Prod. STEPS: STEP 1: Open an Excel Spreadsheet in order to create a .CSV file with the following information: In the ticket example the information that it was needed is: - SITEID: name of the site - PMNUM: the PM number - SUPERVISOR: the name of the new Supervisor. STEP 2: Save the Excel file as .CSV STEP 3: Login with your admin Maximo credentials following this link. STEP 4: Go to: Integration → External Systems STEP 5: Select FLATCSV under ‘System’ STEP 6: Go to ‘Enterprise Services’ STEP 7: From that view you should filter by the Enterprise System that the user requested. In the example of the ticket is a PM, so I should filter by ‘PM’ and hit ‘enter’ STEP 8: Click on ‘Data Import’ STEP 9: Select ‘Flat File’ (it will automatically load the Delimiter and Text Qualifier). For the first time, it is recommended to select ‘¿Import Preview?’ because by selecting this option Maximo will return a message without making any modifications. It could be a successful message or a message with errors. In that case you should analyze the message and correct the CSV file. From ‘Select File’ you search for the .CSV file saved in your local PC. STEP 10: If the message of the Import Preview was successful, you can now run this action again without checking that option and Maximo will start making the corrections as per the .CSV file. Possible errors when trying to import CSV File: 1- This means that the CSV file doesn't have the correct delimiter. Maximo is waiting for a ';' delimiter. File opened with NotePad ++ Application. Correct way to save the CSV File: 2- The column 'ADDCHANGE' shouldn't be in Capital Letters. Correct:AddChange STEP 11: Before advising the user that the corrections were made, you can check it manually to confirm that everything was done correctly, and after that you can let the user know that the request was completed. POSSIBLE CAUSES: User needs to modify a large amount of records. LOGGING CATEGORISATION: Ticket template to be used: ADHOC0909419 Business service: ALZ - Production Asset Configuration item: One-Maximo Prod Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2 or ALZ-AME-GCS-Production Assets-L2
One-MAximo - User can't add or create a new WO (US)
English
ignacio.coppini@sa.corp.airliquide.com
12
Ignacio COPPINI
Uncategorized
Published
2025-07-28 20:47:56
10
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
6
2023-06-28 21:03:35
#########
NaN
ALZ-AME-GCS-Production Assets-L2
One-MAximo - User can’t add or create a new WO (US) Incident analysis Last Update: 2023-06-28 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: User can’t add a new WO from Work Order Tracking. Error message: BMXAA0024E BEFORE YOU START: It is recommened to have a meeting with the user and verify that all setups and configurations are correct. I.E.: Maximo access link, User with roles and sites in CARM, etc. STEPS: STEP 1: If the user didn’t attach an image in the ticket with the error that he receives when he or she tries to add a new WO, schedule a meeting with the user and perform the step by step in order to view the Pop-UP Message error, and take a printScreen of it. Example: Or: STEP 2: When ever you receive a ticket with this specifications, you will need to contact the Champion of that Site or Organization. For LI Sites: Contact: Jason Barron Distribution email address: usli-maximosupport@airliquide.com For EL Sites: Contact: Scott Schroder (send an email directly to him) POSSIBLE CAUSES: User had his default site wrong assigned. LOGGING CATEGORISATION: Ticket template to be used: INC1202670 Business service: ALZ - Production Asset Configuration item: One-Maximo Prod Situation: Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2
add, airliquide, can, com, coppini, coppini@sa, corp, create, english, ignacio, new, one-maximo, open, open wo, us, wo
NaN
KB0041008
diAL app crashes - diAL Prod or PreProd app is not working on the tablet
English
ignacio.coppini@sa.corp.airliquide.com
5
Ignacio COPPINI
Uncategorized
Published
2025-07-29 2:01:50
13
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
2
2023-07-28 20:12:29
#########
NaN
ALZ-AME-GCS-Production Assets-L2
diAL app crashes - diAL Prod or PreProd app is not working on the tablet Incident analysis Last Update: 2023-07-28 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: User can’t execute diAL App from the tablet, and a pop-up error message appears. BEFORE YOU START: Be sure that the tablet is connected to the internet, it can be LTE Connection, WiFi or a Mobile HotSpot. It is not necessary to be connected to APN or Wifi@maximo SSID. STEPS: STEP 1: Login with your admin account in the WorkSpace Portal. Dashboard view will load. STEP 2: In order to fix Dial App, first you need to search for the Device. For that, ask the user for the last 4 digits of the SN of the Tablet. Serial Number should be on the top of the Launcher instance. Select ‘List View’ and then with the SN of the tablet, search for the device. View of the searched device: STEP 3: Click on Remote Assist and select Share Screen in order to have Remote access to the tablet. Once, you have remote control of the device, you need to exit Launcher. STEP 4: Exit Launcher, option 1: Click on the Cog Wheel → ENTER ADMIN MODE → write the admin password → EXIT LAUNCHER Exit Launcher, option 2: From AirWatch console: Click on MORE ACTIONS → Under Workspace ONE Launcher click on Exit Launcher STEP 5: From Android UI: Settings → Apps → search for DiAL → Permissions → and allow the 4 permissions that are as options. STEP 6: After finishing granted those permissions, click on the Home button of the tablet in order to execute Launcher App STEP 7: DiAL App should be working, try by executing the application and let the user know. POSSIBLE CAUSES: Permissions not granted for diAL App. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: KMS/PA US - PrePROD - KMS/PA US - PROD Situation: DiAL is not working. Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2
One - Maximo - User creation or update site and roles
English
ignacio.coppini@sa.corp.airliquide.com
39
Ignacio COPPINI
Uncategorized
Published
2025-07-28 20:47:56
6
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
21
2023-05-05 15:55:39
#########
NaN
ALZ-AME-GCS-Production Assets-L2
One-Maximo Incident analysis Last Update: 04/19/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: User requests a new user account in Maximo Prod Environment. User requests to update Roles or Site Location. BEFORE YOU START: User needs to have access to CARM. User needs to be connected to VPN or have an Alizent LAN connection (from the office). NEW USER CREATION STEPS: STEP 1: Go to CARM Portal and select ‘My Access’ STEP 2: Click on ‘Request New Access’ from the left panel. STEP 3: From the search option, look for ‘maximo’ and select the Maximo App. STEP 4: Fill the fields with the correct information. (*) The fields that have that symbol, are mandatory. If you change this option you can modify it directly in Maximo using the default information. STEP 5: For Sites: You will have access to all sites and they will be grouped by Entity. Once the Site is checked, it will authorize the profiles to have access to the site. STEP 6: Profile Selection: You will have the possibilities to choose the roles needed for the user profiles. For the application REACT,PRELI,SHIFT and AMELIE (EU option) only one case needs to be checked. A message will be displayed to prevent the user to check only one case with the message: “You have to check only one case for the REACT application”. Example of REACT: Viewer,Author, Editor or Administrator For the application WILLIE MOC and CREDIT , you will have the possibilities to choose MOC ALBI or MOC ALFI and CREDIT ALBI or CREDIT ALFI + all profiles needed. STEP 7: After completing all the steps, the system will ask the user to write a justification for all the new roles and sites requested. This message will be displayed to his or her Manager. To complete the request, click on SUBMIT. The user can follow the approval process from My Request. ROLE OR SITE UPDATE: STEP 1: Repeat steps 1,2 and 3 And modify the corresponding information Only Entity and Profiles will be possible to modify. All modifications will need approval. Continue with STEP 7. POSSIBLE CAUSES: User creates a ticket requesting a new Maximo User. User creates a ticket for updating Maximo information. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
MIR INC0522452 - The site is down - 1911S66230 (November 26th, 2019)
English
imene.chahid@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2021-11-09 10:12:07
11
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2019-11-26 20:45:04
#########
NaN
GIO-NET-SUPPORT L1
Date : Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down - 1911S66230 INC0522452 - November 26th, 2019 Timezone : GMT Total outage duration : 27 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification : "Major connectivity outage" On november 25th, 2019 at 03:04 GMT+1 local time, monitoring tools reported an incident, affecting Gelsenkirchen site in Germany. No incident has been reported by end users because the issue occurred out of business hours. The symptoms of the incident were a total loss of connectivity as both of the site’s circuits were impacted. The root cause is unknown as before being able to obtain the first feedback from the local contact, the network connectivity for the circuits was restored. On november 25th, 2019 at 03:25 GMT+1 local time, the incident is resolved, leading to a service disruption of 20 Minutes. A priori root cause Unknown. Major steps leading to incident resolution Nothing has been done by GIO. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041672. Version: V1.0 Date: Novembre 25th 2019 Author(s): Imene CHAHID-SC Service Manager validation Date: Approver(s): Service Director validation Date: Approver(s):
1911s66230, 2019, 26th, airliquide, bis, bis europe, chahid@am, com, corp, down, english, europe, giddey-sc, imene, inc0522452, mir, november, site, tim
NaN
KB0015291
MIR INC0517296 - The site is down - SR191114-907685 (November 13th, 2019)
English
imene.chahid@am.corp.airliquide.com
2
Tim GIDDEY-SC
Uncategorized
Published
2023-02-07 10:38:12
25
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2019-11-13 23:59:58
#########
NaN
GIO-NET-SUPPORT L1
Date : Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. This MIR has no Google doc equivalent The updates will be reported in each MIR every Monday morning (GMT+2) during the transition phase of the MIR migration in MMS. Last manual matching : 02/12/2019 Major Incident Report The site is down - SR191114-907685 INC0517296 - November 13th, 2019 Timezone : GMT Total outage duration : 33 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification : Major connectivity outage On November 13th at 10:26 PM GMT+2, network monitoring platform reported an incident, affecting Midrand site (South Africa). No incident has been reported by end users because the issue occurred out of business hours. The symptoms of the incident were a total loss of connectivity as the primary circuit and the backup lines were impacted.The root cause is unknown as before being able to obtain a first feedback from the local contact, the network connectivity for both circuits was restored. On November 13th at 10:59 GMT+2, the incident was resolved, leading to a service disruption of 33 Minutes. A priori root cause Unknown as before being able to obtain a first feedback from the local contact, the network connectivity for both circuits was restored. Major steps leading to incident resolution Nothing has been done by GIO. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041658. Version: V1.0 Date: Author(s): Imene CHAHID-SC Service Manager validation Date: Approver(s): Service Director validation Date: Approver(s):
13th, 2019, airliquide, amei, bis, bis amei, chahid@am, com, corp, down, english, giddey-sc, imene, inc0517296, mir, november, site, sr191114-907685, tim
NaN
KB0052892
Oracle - Re-open Closed Purchase Order (PO)
English
irfanamer.jamaluddin@as.corp.airliquide.
47
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:08:24
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
16
2025-08-11 4:55:24
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User request to re-open the Closed Purchase Order (PO) in Oracle POSSIBLE CAUSES: The Purchase Order (PO) in Closed status BEFORE YOU START: Make sure the Purchase Order's Buyer is not 'EPIC, BUYER' (which PO was synced from EPIC/COUPA) You have access to XXX Purchasing Manager responsibility. STEPS: 1. Search for the requested Purchase Order number 2. Check the Purchase Order (PO)'s closure status. Make sure the status is Closed. Unable to re-open PO with Cancelled or Finally Closed status. 3. Select Tools > Control You may choose any of the these options based on request. If not stated, please select 'Open'. Mention the request/ticket number in Reason field and click Ok. 4. The closure status will change as 'Open'. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: As provided in steps TICKET TYPE: Temp field to be used until drop down is created for request ARTICLE TYPE: Temp field to be used until drop down is created for FCR TEAM: Temp field to be used until drop down is created for L1.5
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: User request for Cost Center Report/Data Extraction BEFORE YOU START: Have access to XXX General Ledger Manager > FlexFields > Key > Value STEPS: Search for Name: AL_AFF_COST_CENTER Put the cursor at Value column. Select File > Export. Save as Excel file and email to user. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Extract the file as requested TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, center, corp, cost, cost center, costcentre, data, english, extraction, irfanamer, jamaluddin@as, julia, ledger, oracle, ramlan-sc, report
NaN
KB0043248
Oracle - Unable to do receiving
English
irfanamer.jamaluddin@as.corp.airliquide.
58
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:08:21
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
32
2025-08-12 4:13:26
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User unable to do receiving and shows error: Invalid value for field PO_NUM Refer to INC1315018. POSSIBLE CAUSES: There are 2 possibilities: 1. Selected incorrect inventory organization. 2. Inventory item has been fully received. BEFORE YOU START: Have access to XXX Purchasing Order STEPS: 1. Check the inventory item status in purchase order: 2. Check the inventory organization: 3. As from screenshot given from user shows that selected inventory organization is OU_MY_SIG, therefore advise user to change organization and select correct inventory organization. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: ApplicationSubcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Advise user to change organization and select correct inventory organization. TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5
COUNTRY/REGION:GLOBAL ENTITY:BIS APAC SYMPTOMS: User are seeking guidance on obtaining the necessary permissions to create a project within GCP(Google Cloud Platform) POSSIBLE CAUSES: User required to create a project in Google Cloud but do not have the information on the necessary permissions. BEFORE YOU START: 1.CGP platform is not open for end users, but user can use the Test platform for that.2.In order to do so user should request a Google dev account in the Test platform using the form linked below. https://docs.google.com/forms/d/e/1FAIpQLSecSRIQUGkG2H7oS7JYns1N0rzgiHVDgKgolNKdiUY9mRvNcA/viewform3.Additionally in order to get support or help user can join of the community below COP - Google DEVelopers :https://mail.google.com/chat/u/0/#chat/space/AAAAUnDps3Q STEPS: 1. Once user have deployed and tested their application or development on the test environment If they want to create a GCP in the production platform, user should raise an open demand:GIO Demand management process - BIS Presentationhttps://docs.google.com/presentation/d/1UNM5srsTkbmV7euihCXK7bBPMZKVYo4Ggk990k4SWT4/edit#slide=id.gef8cd8417_0_213Memento for BIS requestor:https://docs.google.com/presentation/d/1IlVOz4TWMF2qogGKCqFOUuMj7HKu2MtgrG6ml4pP9Yc/edit#slide=id.g130895d2c8_0_0-----------------------------------------------------------------------------------------------------------------------------------------------------------------------If user want to create a Google Maps project, please use the request below:"Google Maps API(s) access"Request to create a Google Maps API(s) credentialshttps://airliquide.service-now.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D346b4b0d1baf8598463b5205604bcb88%26sysparm_link_parent%3Dccdf6eab4f062f009864ca1f0310c754%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dcatalogs_default LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related lineExplanation: IT manager to raise and open demand request In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Guided user on the necessary permission and to contact IT manager to raise an open demand request.
access, airliquide, cloud, cloud platform, corp, developers, english, environment, gcp, google, google cloud, google cloud platform, google developers, irfanamer, jamaluddin@as, platform, request, test, test environment
NaN
KB0043203
e-Capex - Add new company/operating unit to e-Capex.
English
irfanamer.jamaluddin@as.corp.airliquide.
56
Julia RAMLAN-SC
Uncategorized
Published
2025-08-12 4:15:33
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPP - ECAPEX
NaN
NaN
NaN
26
2025-08-12 4:15:18
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Request to add new company/operating unit to e-Capex. Refer to INC1312970 POSSIBLE CAUSES: The new company/operating unit is require to be use in e-Capex BEFORE YOU START: Have access to e-Capex: https://d28158jemf4lj1.cloudfront.net/ STEPS: Search for Organization Add New Input the require information (you may refer to previous company/operating unit has been added) Once completed, Save the record. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPP - ECAPEX Configuration item: eCapex Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Add the record as requested TICKET TYPE: Inc ARTICLE TYPE: Assignment TEAM: L1.5
add, add new company, airliquide, company, corp, e-capex, english, irfanamer, jamaluddin@as, julia, new, operating, operating unit, ramlan-sc, unit
NaN
KB0042259
Oracle - Error: Please enter an Email Address that has the correct format (xx@yy.zz).
English
irfanamer.jamaluddin@as.corp.airliquide.
11
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:44
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
3
2025-08-12 4:30:04
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Error shows as follows: Please enter an Email Address that has the correct format (xx@yy.zz).\\n If you wish to enter multiple email addresses, separate them with comma (,) or semicolon (;). POSSIBLE CAUSES: Multiple email added with space between the email and comma (,) or semicolon (;) for supplier's site. BEFORE YOU START: Have access to Coupa Interface - Purchasing > Supply Base > Suppliers STEPS: Search for the affected supplier Select Address Book and Click Manage Sites for the affected Supplier Site Click Communication tab and check the email. As shows below, there is space between the email and semicolon (;) or comma (,). Remove the space and click Apply Try to check by opening the Descriptive Flexfields The error not suppose to be appear again: LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Remove the space between the email and semicolon (;) or comma (,). TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Oracle - Ticket submitted in SNOW but not interfaced to Oracle Project
English
irfanamer.jamaluddin@as.corp.airliquide.
88
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:45
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
65
2025-08-12 4:15:54
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User had submit ticket in SNOW but unable to interface to Oracle Project. Refer to INC1309982. POSSIBLE CAUSES: Interface error. BEFORE YOU START: Have access to Oracle Project to check status. STEPS: 1. Check the project status in Oracle using the following query: select pa.project_id, pa.segment1, pa.name, ou.name "ORGANIZATION NAME", pa.project_status_code, pa.start_date "PROJECT START DATE", pa.completion_date "PROJECT COMPLETION DATE", pt.task_number, pt.start_date "TASK START DATE", pt.completion_date "TASK COMPLETION DATE" from apps.pa_projects_all pa,apps.pa_tasks pt,apps.hr_operating_units ou--apps.pa_expenditure_items_all eia where 1=1and pa.org_id=ou.organization_idand pa.project_id=pt.project_id--and pa.project_id=eia.project_idand segment1=:P_segment1 2. If the project is available in Oracle, login Oracle and screenshot the project detail before email to user for confirmation. 3. However, if the project is not available in Oracle, escalate the ticket to BAP-COE-ORA-L2 for further action. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 BAP-COE-ORA-L2 Resolution Notes: Check the project status. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User request to update/modify report POSSIBLE CAUSES: Incorrect setting or new modification require for e-expense report BEFORE YOU START: N/A STEPS: Advise user to raise request: MyITCorner Catalog > Applications > Business Application > E-APPLICATION > Report Modificationhttps://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=4accd11c1b4fac10510c7db4464bcb69&searchTerm=eapps LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: eApplication - PROD Situation: How-To/Question [Ad Hoc Request] Assignment group (if not L1): BAP-COE-EAPP-L2 Resolution Notes: N/A TICKET TYPE: Temp field to be used until drop down is created for Request ARTICLE TYPE: Temp field to be used until drop down is created for Assignment TEAM: Temp field to be used until drop down is created for L2
EPIC - Unable to login EPIC and shows sign in error
English
irfanamer.jamaluddin@as.corp.airliquide.
82
Julia RAMLAN-SC
Uncategorized
Published
2025-08-12 4:29:06
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
42
2025-08-12 4:28:52
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User unable to login EPIC and shows sign in error POSSIBLE CAUSES: N/A BEFORE YOU START: Have access to CARM and EPIC User STEPS: Check for user's EPIC account status in CARM and EPIC If both shows as Active, advise user to clear cache for the browser and restart the pc before try to login again. Make sure user is accessing the correct URL: https://airliquideasia.coupahost.com/ LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Access / Rights Assignment group: GIO-EUS-SD-APAC-L1.5 Resolution Notes: Clear cache and restart the pc before login again TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, corp, english, epic, irfanamer, jamaluddin@as, julia, login, ramlan-sc, shows, sign, sign in error, unable, unable to login epic
NaN
KB0041650
E-CAPEX - Request to update role
English
irfanamer.jamaluddin@as.corp.airliquide.
42
Julia RAMLAN-SC
Uncategorized
Published
2025-08-12 4:32:09
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPP - ECAPEX
NaN
NaN
NaN
29
2025-08-12 4:31:56
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:ALL SYMPTOMS: User request to change role in E-Capex POSSIBLE CAUSES: New role require for the user BEFORE YOU START: Have access to E-Capex: https://d28158jemf4lj1.cloudfront.net/ STEPS: 1. Select Employee and search using user's email: 2. Click Edit to update 3. Search for requested Role 4. Save the update LOGGING CATEGORISATION: Business service: BAP - HUB - EAPP - ECAPEX Configuration item: eCapex Category:Application Subcategory:Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update the role as requested TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1.5
Oracle - Request to assign inventory item to all Inventory Organization by Business Group
English
irfanamer.jamaluddin@as.corp.airliquide.
66
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:08:22
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
36
2025-08-11 8:45:09
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Request to assign inventory item/material code to all Organization Unit by Business Group. Refer to INC1366561. POSSIBLE CAUSES: The inventory item has been created but not assign to require organization unit. BEFORE YOU START: Have access to COUPA Interface - Purchasing > Inventory STEPS: Select any related organization under require business group: For example, for ALC related the name will started with "IO_CN_XX". Search for the requested inventory item: Once appear, select Organization Assignment: Click Assign All and Save. Get confirmation from user before close the ticket. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update Assign All TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, all, assign, business, business group, code, corp, english, group, inventory, inventory item, irfanamer, item, jamaluddin@as, julia, material, material code, oracle, organization, organization unit, ramlan-sc, request, unit
NaN
KB0043115
Gideons - Unable to move up/down the sidebar on the Gideons web screen.
English
irfanamer.jamaluddin@as.corp.airliquide.
18
Julia RAMLAN-SC
Uncategorized
Published
2025-08-12 4:17:05
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
6
2025-08-12 4:16:48
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User unable to move sidebar on the Gideons web screen. Refer to INC1298405. POSSIBLE CAUSES: Google Chrome version is outdated. BEFORE YOU START: 1. Request user to check in other PC or with other colleagues, to confirm either the issue only happen for specific PC or not. 2. If the screen is working fine in other PC, ask user to clear cache and cookies (Guide: https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop) 3. Try accessing using incognito mode 4. Check Google Chrome version if updated. 5. Remote to user's PC through VNC STEPS: Uninstall current Google Chrome browser and reinstall latest Google Chrome from the following URL: https://www.google.com/intl/en_sg/chrome/ LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Reinstall latest Google Chrome TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User request to correct Commodity Category Code assigned to the inventory item POSSIBLE CAUSES: Incorrect Commodity Category Code assigned to the inventory item BEFORE YOU START: Have authority to update EPIC > Setup > Items STEPS: 1. Search for the requested inventory item code 2. Select Action > Edit 3. At Commodity, search for the requested Commodity Category Code 4. Once selected, save the update. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update as requested TICKET TYPE: Temp field to be used until drop down is created for Incident, Adhoc ARTICLE TYPE: Temp field to be used until drop down is created for Assignment TEAM: Temp field to be used until drop down is created for L1.5
Oracle - Rejection in Oracle for E-expense claims shows error related to project
English
irfanamer.jamaluddin@as.corp.airliquide.
142
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:08:21
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
83
2025-08-11 8:52:58
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Rejection in Oracle for E-expense claims shows error related to project. Example error: ************************ Invoices Failed in Custom Validation ************************ Batch: 28611.G-28DEC23OU Name: OU_SG_ALIS Invoice Number: SIN-202309-0005-01 Error : | Project 0699DMYIFKM000000 or Task e-EXPENSE CLAIMS is Not defined Invoice Number: SIN-202309-0016-01 Error : | Project 0699DMYIFKM000000 or Task e-EXPENSE CLAIMS is Not defined Refer to INC1321657 POSSIBLE CAUSES: The project has been inactive as has been passed the end date. BEFORE YOU START: Have access to Oracle XX Project Manager. STEPS: As in the error mentioned about project, check the status of the project: select pa.project_id, pa.segment1, pa.name, ou.name "ORGANIZATION NAME", pa.project_status_code, pa.start_date "PROJECT START DATE", pa.completion_date "PROJECT COMPLETION DATE", pt.task_number, pt.start_date "TASK START DATE", pt.completion_date "TASK COMPLETION DATE" from apps.pa_projects_all pa,apps.pa_tasks pt,apps.hr_operating_units ou--apps.pa_expenditure_items_all eiawhere 1=1and pa.org_id=ou.organization_idand pa.project_id=pt.project_id--and pa.project_id=eia.project_idand segment1=:P_segment1 As the project completion date has been passed current date, therefore advise user to contact FSSC team to extend the date and process the interface again. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Advise user to extend the project completion/end date. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User request to change GL affiliate approver POSSIBLE CAUSES: There are new changes for GL affiliate approver BEFORE YOU START: For L1: Advise user to raise request Create New or Update to AME (Select: To add FSSC or Affiliates for GL approval) https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=f23c03d9db5818d032b792b8f496195e&sysparm_category=3c3b174a4fcf3e40eaa6ab6ba110c725 For L1.5 : Have access to XX Payables Admin > Lookup > Payables > Type: CUX_GL_AFFILIATE_APPROVER_LIST STEPS: 1. Search for Type: CUX_GL_AFFILIATE_APPROVER_LIST 2. Search by Tag, example BG_ALK 3. Replace the new approver's employee number and name 4. Save the update LOGGING CATEGORISATION: If request was opened: Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Assistance with software request In any other case: Business service: BAP - HUB - ORACLE Category: Application Subcategory: Service/Assistance Configuration item: Oracle EBS R12 - PROD Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update as steps given. TICKET TYPE: Temp field to be used until drop down is created for Request ARTICLE TYPE: Temp field to be used until drop down is created for Assignment TEAM: Temp field to be used until drop down is created for L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User request to change role in E-Capex. POSSIBLE CAUSES: Current role is incorrect or require for new role assign to the user. Refer to ADHOC0963409. BEFORE YOU START: Have access to E-Capex https://d28158jemf4lj1.cloudfront.net/ STEPS: 1. Select Employee and search using user's email: 2. Click Edit 3. Search for the requested new role to assign 4. Once assigned, Save the update. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPP - ECAPEX Configuration item: E-CAPEX - PROD Category: Application Subcategory: Access/Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update the requested role accordingly ARTICLE TYPE: Assignment TEAM: L1.5 App
airliquide, change, controller, corp, country, country controller, e-capex, english, entity, entity controller, irfanamer, jamaluddin@as, julia, ramlan-sc, request, role
NaN
KB0041989
Oracle - Gideons Journal interfaced to Oracle Journal but not appear in Cux Account Analysis Report
English
irfanamer.jamaluddin@as.corp.airliquide.
243
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:43
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
192
2025-08-12 4:30:55
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Gideons GL Journal in interface into Oracle GL Journal and not appear in Cux Account Analysis Report. Refer to INC1267635. POSSIBLE CAUSES: 1. The interface from Gideons to Oracle failed. 2. The journal has been interfaced to Oracle but not posted. BEFORE YOU START: Have access to Oracle XX General Ledger Manager in order to search for the requested Journal STEPS: 1. Search for the mentioned Gideons Journal number: 2. If there is no related journal number appear, escalate the ticket to BAP-COE-ORA-L2 for further action. 3. However, if related journal number appear please check the Journal status: 4. As status shows as Unposted, kindly advise user to post the Journal to ensure the update appear in Cux Account Analysis Report (L1.5 do not have authority to post the journal in Oracle). LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Advise user to post the Journal to ensure the update appear in Cux Account Analysis Report. TICKET TYPE: Incident ARTICLE TYPE: Process L1.5
Oracle/EPIC - Inventory Receiving (previuosly done in Oracle) can be done in EPIC
English
irfanamer.jamaluddin@as.corp.airliquide.
504
Julia RAMLAN-SC
Uncategorized
Published
2025-08-11 8:48:01
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
577
2025-08-11 8:47:40
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User unable to do inventory receiving in Oracle POSSIBLE CAUSES: User need to do inventory receiving in EPIC from 23 Jan 2024 STEPS: Currently the migration of Inventory Purchase Order (PO) from Oracle to EPIC only limit for the Requester of the respective PR to perform the receiving by themselves. The inventory management PIC who is not PO issuer will now need to communicate the receipt to the Inventory PO Issuer - to perform in EPIC. The subsequent management of inventory stock in and out, input of landed costs, management of the inventory items, re-association of accounts as well as report extraction can still be done in Oracle. No extra function/ role need to be applied / raise in MYIT Corner at the moment to accommodate the receiving function of Inventory in EPIC. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Advise user to do inventory receiving in EPIC TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5
airliquide, can, corp, do, done, english, epic, expense, inventory, irfanamer, jamaluddin@as, julia, oracle, po, previuosly, ramlan-sc, receive, receiving, you, you cannot receive epic expense/inventory po from oracle. please do it from epic
NaN
KB0056248
Google script - Enquiries/request
English
irfanamer.jamaluddin@as.corp.airliquide.
35
NaN
Uncategorized
Published
2025-06-23 3:29:42
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
7
2025-06-23 3:29:01
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User need a request associated with google scripts or any of below enquiries : Google APIs specificityAppsheet workflow, configurationAppscript Google library usageApplication publication best practices BEFORE YOU START: There isn't an official add-ons who is able to convert VBA ( macro ) into Appscript for docs. what support team can offer is troubleshoot a Appscript once already developed. Support team do not support creation of script from Scratch. STEPS: Raise the following request through My It Corner: Request for a basic consulting on Google development Path: myITCorner> Catalog>IT>Digital Workplace>Google Advanced Request for a basic consulting on Google development URL: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=baf028fd1b636c10463b5205604bcbb8&table=sc_cat_item&searchTerm=%20Google%20development After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then cancel the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Information about and existing requestExplanation: Guidance to submit request in MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: "MyITcorner Assistance" request submitted.
airliquide, api, appscript, appsheet, appsheet workflow, corp, docs, english, enquiries, google, google api, google docs, google library usage, google workspace, irfanamer, jamaluddin@as, library, request, script, usage, workflow, workspace
NaN
KB0051475
Learn to easily convert data to dropdown chips in Google Sheets
English
irfanamer.jamaluddin@as.corp.airliquide.
7
Eugenie DUCREUX-SC
Uncategorized
Published
2025-07-29 16:02:54
24
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-08-12 6:14:50
#########
NaN
GIO-EUS-GOPS-DWP-L2
Google is adding a new feature that helps us to quickly convert ranges of data into dropdown chips in bulk. Google previously introduced the ability to insert preset dropdown chips that are configured for common use cases like priority or review statuses in Google Sheets. Today, Google is adding a new feature that helps us to quickly convert ranges of data into dropdown chips in bulk.?? If you have a column of data that includes a variety of data values (e.g., different project statuses like on track, paused, completed), Sheets will show a “Convert to dropdown chips” suggestion when you click into your data range. ?? By hovering over that indicator, we can preview the suggestion and then convert to dropdown chips in one click. How to do it? To insert dropdown chips on your own, type “@” followed by “dropdown”. To turn off this feature, go to Tools Suggestion controls and (deselect) "Enable dropdown chip suggestions".
EPIC - Requisition shows error: Deriving COA - validate combination
English
irfanamer.jamaluddin@as.corp.airliquide.
305
Julia RAMLAN-SC
Uncategorized
Published
2025-08-12 4:31:38
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
191
2025-08-12 4:31:27
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:ALL SYMPTOMS: User raise requisition in EPIC and appear error related to Deriving COA - validate combination xxxx For example refer to Requisition no 851917: POSSIBLE CAUSES: The cause shows in the error such as the combination invalid caused by flexfield segment PROJECT does not exist in the value set AL_AFF_PROJECT. BEFORE YOU START: Value set AL_AFF_PROJECT is available in Oracle, therefore access to Oracle flexfield for the related entity is needed. STEPS: 1. From the Requisition in EPIC, identify the affected entity/company 2. Login to Oracle and access to the related entity/company General Ledger Flexfield 3. Create the needed project number or enable if the status is disabled. 4. Check for the account code combination and created if not available: 5. Let the update to sync from Oracle to EPIC for about 45 to 60 minutes. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: ApplicationSubcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: The issue related to interface data from Oracle to EPIC. Therefore the update need to done in Oracle before sync to EPIC. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
EPIC/Oracle - Invoice not interface from EPIC to Oracle
English
irfanamer.jamaluddin@as.corp.airliquide.
882
Julia RAMLAN-SC
Uncategorized
Published
2025-08-12 4:29:44
5
GIO Service Desk
NaN
#########
4.00
BAP - HUB - ORACLE
NaN
NaN
NaN
844
2025-08-12 4:29:30
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: The invoice is available and Approved in EPIC but not found in Oracle POSSIBLE CAUSES: There is error during interface process from EPIC to Oracle BEFORE YOU START: Have access to COUPA Interface Reporting > EPIC Oracle Invoice Interface Report STEPS: 1. Open EPIC Oracle Invoice Interface Report and select the Business Group: 2. For example for Singapore (except for ALIS and ALGEM) related companies please select BG_SOXAL and choose Error for Report Status. Click Go: 3. You can see multiple invoices which have have error during interface from EPIC to Oracle: 4. To check specific invoice number, put the invoice number at blank field and click Go: 5. The invoice will be shows as follows: 6. Drag the bar to the right to view the error: 7. Record the error in the ticket and escalate the ticket to BAP-COE-ORA-L2 8. However, if the invoice not found in COUPA Interface Reporting, please check in Payables > Invoice to re-confirm the invoice availability in Oracle. If the Invoice available in Oracle, provide the screenshot to user for evident and get confirmation (refer to INC1366936). Close the ticket once confirmed. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group : BAP-COE-ORA-L2, GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Normally user will raise ticket on behalf supplier about any issue related to Coupa Supplier Portal (CSP) POSSIBLE CAUSES: Issue within Coupa Supplier Portal (CSP) BEFORE YOU START: Get confirmation about the URL. We are supporting for EPIC/COUPA with URL: https://airliquideasia.coupahost.com/ However, for Coupa Supplier Portal (CSP) which is out of scope with URL: https://supplier.coupahost.com/sessions/new STEPS: Get confirmation if user is referring to the Coupa Supplier Portal URL: https://supplier.coupahost.com/sessions/new If yes, advice them to contact COUPA support team through "Chat with Coupa Support" at the right bottom of the webpage. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category:Application Subcategory:Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Advice user to contact COUPA support team directly. TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5
Easily share Google Drive files to Google Calendar meeting attendees
English
irfanamer.jamaluddin@as.corp.airliquide.
15
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:11:56
27
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-09-11 1:45:56
#########
NaN
GIO-EUS-GOPS-DWP-L2
Discover the option to share any file with all meeting participants on a Google Calendar invite via the sharing dialog within a file. With this new feature, we can easily share files with meeting attendees before a meeting, ensuring everyone is prepared and able to collaborate on the same file. How to do it? Go to the Share button in a file Type in the title of a calendar event Select the event and confirm the correct list of meeting attendees are added Select the users access level and click Send. ?? To share a file to a calendar event, you must be the file owner or editor and be a participant on the meeting that you’re sharing to on your calendar. If you’d like to link the file to the calendar invite, you can select “Attach to calendar event” before clicking Send.
airliquide, attendees, calendar, corp, drive, easily, english, files, google, google calendar, google drive, irfanamer, jamaluddin@as, mayangha, meeting, myriam, share
NaN
KB0044526
e-Capex - Revise approver in e-Capex
English
irfanamer.jamaluddin@as.corp.airliquide.
103
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:34:53
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPP - ECAPEX
NaN
NaN
NaN
50
2025-08-11 8:45:55
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User request to revise or change approver in e-Capex POSSIBLE CAUSES: There are changes of the approver. BEFORE YOU START: Have access to eCapex: https://d28158jemf4lj1.cloudfront.net/projects STEPS: Select icon engine and select Approvers: Input the original approver's name and click magnifying glass icon to search: The list of approval assigned to the approver will appear. Click Edit to update the end date: Drag the bar at the bottom to the right to check the end date: Once update, drag back the bar to the left to Save: Do the same to the new approver. Advise user to reinitiate the workflow and try again. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPP - ECAPEX Configuration item: eCapex Category:Application Subcategory:Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update the end date TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: L1.5
When we are presenting in Google Meet, you can now scroll and zoom in or out on your content directly from Meet. This eliminates the need to switch between tabs, helping us to focus more on delivering our presentation. ??This allow us to scroll and zoom on the tab that we are parenting directly in Google Meet.
MIR INC0668338 - Google Is Down (December 14th, 2020)
English
israel.benjumeda@eu.corp.airliquide.com
3
Jerome BACHELERIE
Uncategorized
Published
2025-02-13 14:55:10
13
Major Incident Reports
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
2
2020-12-14 14:34:36
#########
NaN
GIO-EUS-GOPS-DWP-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Google Services not accessible INC0668338 - December 14th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 42 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification : Major connectivity outage On December 14th, 2020 at 11:46 GMT+1, all Google users had lost access to Google Services (Google Workspace and Cloud platform). Through the Service Desk, Air Liquide users had reported an incident, affecting all zones and impacted all users using a Kite account. The symptoms of the incident were lost access to all Google services as Gmail, Drive, Meet, Chat and no possibility to log in again during the period of impact (50 min). The a priori root cause was an issue of management capacity of Google's central idendity management system, causing it to return errors globally. As a result, Google couldn't verify that user requests were authenticated and served errors to all Google users (including Kite users). The resolution of the incident consisted for Google in apply a new quota to better manage the capacity the tool in charge of authentication. On December 14th, 2020 at 12:34 GMT+1, the incident is resolved by Google, leading to a service disruption of 47 min. The difference of time to resolved in Service now is linked to the fact we had confirmed all zone had no issue anymore. Major steps leading to incident resolution1 December 14th, 2020 11:46 : Starting of global Google issue11:54 : P1 ticket creation and internal communication by other tools like SMS, phone call.12:34 : Mitigation by Google engineer to fix the issue (Ticket Google : 26208013)13:31 : Closing of AL ticket after check all zone had no issue anymore of authentication Initial root cause December 18th, 2020 has published an RCA to confirm the issue was a quota issue of capacity management of the Google Identity tool management. Actions plan Better management of quota and database related to Google identity management tools by, improving monitoring and alerting to better manage the prevention of this type of issue.More technical details in the official communication by Google : https://status.cloud.google.com/incident/zall/20013 External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042308.
14th, 2020, airliquide, amei, apac, bachelerie, benjumeda@eu, bis, bis amei, bis apac, com, corp, december, down, english, google, inc0668338, israel, jerome, mir
NaN
KB0010292
Windows Shared Drive Access-Network Drive Mapping
English
israel.cervantes@am.corp.airliquide.com
1528
Ted ELSNER-SC
Windows - Storage / Performance
Published
2025-07-30 11:34:21
5
GIO Service Desk
NaN
#########
3.50
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1751
2025-04-18 2:19:09
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: AMER ENTITY: BIS AMERICAS SYMPTOMS This article describes the Service Desk procedure for users requesting access or reporting issues with network drives (also known as shared drives). First time access to network driveNetwork drive mappingIssues accessing a shared driveMultiple users affected BEFORE YOU START: Always verify the list of servers managed by CARM, if applicable, have user request the access through CARM CARM - List of file servers managed by CARM (Global) CARM managed network drive access: Redirect user to CARM to request access as per KB0012352. How to check if user has access to the Field Server In Active Directory go to Member Of tab and check if the user is added to the security group In case you need to get the name of the security group, follow the below steps: From the file explorer, in the Air Liquide environment Access the network/shared driveRight click on the folder desired and click PropertiesGo to Security tab to show the Group Name Verify in the user's AD account, in the Member Of tab, if the same group is already added.If the user is added to this group, he should have access to that folder or server. Automatic mapping is done by GPO, therefore kindly clear the cache as per the followings: Delete folder Machine and User in this folder: %windir%\system32\GroupPolicy Delete Everything in this Folder: C:\ProgramData\Microsoft\Group Policy\History Restart the computer to re-apply the group policiesRemove the driveApply the GPO by gpupdate /force in CMD STEPS: If first time access, must provide access to the shared drive/folder, see above. Obtain the complete network/folder path from the user, if the user does not have it, have the user ask his/her manager or colleagues. Once access has been provided: You need to either: Open the File ExplorerGo to This PC and right click on itSelect Map network drive ORFrom the Start Menu, search for This PCOn the top menu, click on Map network drive 2. The following window will appear: 3. Choose the drive letter to which you would like the drive to be mapped. 4.Enter the network drive path as provided by the user, following the "Example" If you would like to have this drive mapped on every login, simply choose the 'Reconnect at login' checkbox. 5. Click Finish. If successful, it will take you directly to the folder, otherwise it will give you an error message. Mapping of Drive for Vitalaire Canada shared folders: If the user has the access added on his AD account, map the network drive. Open File ExplorerGo to This PC and right click on itSelect Map Network DriveFor N Drive Map: \\srv-v-filesrv\NationalSharedIf this did not work, try \\172.25.25.75\NationalShared Last option use this \\192.168.250.75\NationalShared (this one is only accessible if the user is in the Head Office) For S Drive Map: \\172.25.25.75\SharedOr \\srv-v-filesrv\Shared If unable to map: Verify the user has access to the drive, see abovePing the server to ensure that it is accessible On the user's computer open CMDType ping (leave a space) type the IP address or shared drive namePress EnterAttach the results to your ticket If user has been provided access or had access before but still cannot access the shared drive/folder Open an Incident ticketGet the error when the user is trying to access the pathAsk the user if he/she is the only one having issue.Assign the ticket to the Share Folder supporting group, most of the time is FS, but must verify the correspondent group before assigning. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Category: Application Subcategory: Access / rights Resolution Notes: Service Desk will remote in to users PC and map the network drive TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, access-network, ad, add, airliquide, alam, ame, apac, ca, canada, cervantes@am, cloud, com, connect, corp, deleted, disappeared, disconnected, drive, drives, elsner-sc, english, eu, folder, folders, full, global, global network shared share folder drive access request security group member ad full path shared drives folder share folders network drives network drive sharedfolder shareddrive\n map mapped mapping connect shared folder disconnected disappeared deleted open add windows drive server cloud service services team group\n ame apac eu us canada ca alam vitalaire global, group, israel, map, mapped, mapping, member, network, open, path, request, security, server, service, services, share, shared, shareddrive, sharedfolder, software, ted, us, vitalaire, wifi, windows
NaN
KB0023647
RingCentral - Connectivity Issues
English
israel.cervantes@am.corp.airliquide.com
971
Kelly SOMMERFELD
Uncategorized
Published
2025-08-19 11:02:12
5
GIO Service Desk
NaN
#########
4.50
GIO-NET-Office Telephony
NaN
NaN
NaN
906
2025-04-17 6:43:20
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: This KB Article describes steps to perform in case an end-user is facing connectivity issues, issues with dropped calls within RingCentral. BEFORE YOU START: RingCentral is an application used in Canada by Canada Metal Fab & Canada VitalAire Access Links RC InContact Directhttps://ringcentral.incontact.com/inContact/Login.aspx?ReturnUrl=%2fRC InContact SSO PRODhttps://auth.apps.airliquide.com/samlv2/SSOIDPInit/RING01P?spEntityID=https://api.incontact.com/5e52554b-fcd2-4729-81ca-7014abb36de9&NameIDFormat=transientSFDChttps://login.salesforce.com/index.jsp?ec=20037&eco=1 In case user request to have RingCentral contact information, you may provide it along with their business unit (depending on their location), Phone 1-925-301-8209 Web https://support.ringcentral.com/s/new-case?language=en_US Business Unit 4597868 - Air Liquide4597729 - Vital Aire (Mississauga)9999999 - Vital Aire (Moncton) Always verify the RingCentral system status https://status.ringcentral.com/ For issues reported within RingCentral You may also provide the link to the user Relevant KBs Secure Remote Access - VPN slowness, regular disconnection (GLOBAL) No network connection - 1 user only (GLOBAL) For Security Certificate/Service Unavailable Error: Ring Central - How to Resolve Security Certificate/Service Unavailable Error (AME) IMPORTANT: If users report that multiple users/sites are affected by RingCentral issues, the ticket should be raised as a P1 (even when intake prioritization only gives a p2 as a result) and MIM/MOD needs to be contacted as per KB0044309 - Major incident management In addition to engaging the MIM/MOD, engage (send an email) to Lili-Jane PREVETT & Etienne Lefebvre to make them aware about the current situation STEPS: STEP1User must be on the Air Liquide network (LAN, Wi-Fi, VPN), verify if user is on the AL network. STEP2 Perform network troubleshooting as per above KBs making sure to check below steps in particular: Disconnect and reconnectIf on VPN, verify VPN is working by accessing other AL network sitesRestart computer and retry STEP3 If only one user is having the issue, perform the following troubleshooting Erase cache and cookies from browserDelete Temp filesRun a gpupdate /force commandRun a ipconfig /flushdns commandRestart computer STEP4 If Some users use a docking station to connect in the office, verify if the case and troubleshoot the docking station Have user disconnect and reconnect to docking station Disconnect computer from docking stationTurn docking station off and back onReconnect computer to docking station Update docking station drivers from maker's page If still not working Ask the user to disconnect from the computer from the docking station and either Use a LAN cable to connect directly to the computerOrHave user connect to the corporate Wi-Fi Docking Station may be faulty, raised an INC to the correspondent FS team to fix or replaced the docking station STEP5: If user is working from home, troubleshoot VPN connection Disconnect and reconnectVerify VPN is working by accessing other AL network sitesRestart computer and retryTry a different region STEP 6: If above steps fail, escalate the ticket to the below assignment group. LOGGING CATEGORISATION: Business service: For Vitalaire: BAM - ALHC - AppsFor IM: BAM - Customer ExperienceFor networking issues affecting multiple users: GIO-NET-Site Connectivity Category: Application Subcategory: According to Scenario Assignment group (if not L1): GIO-NET-SUPPORT L1 Configuration item: For Vitalaire: RingCentral Telephony - Vitalaire - CA - NAM - PRODFor IM: RingCentral Telephony - NAM - IM Canada - PROD - BAM Resolution Notes (if can be resolved on L1): Assisted with RingCentral connectivity issue. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
access, account, additional, agent, aire, airliquide, ame, application, assignment, audio, bad, call, calls, canada, center, central, cervantes@am, code, com, connection, connectivity, contact, corp, creation, direct, dropped, english, fab, fabrication, flow, gio-net-legacy-tele-nam, gl, headset, incontact, installation, israel, issues, kelly, lag, legacy, location, metal, modification, nam, new, not, numbers, ordering, password, phone, porting, queue, rc, recording, reporting, request, reset, ring, ringcentral, ringcentral ring central rc r c application software issue request ame canada vital aire vitalaire vitalaire metal fab fabrication incontact direct contact center reporting call recording flow or queue modification agent queue assignment training installation access account creation password reset sso headset ordering not working - audio issue dropped calls call lag bad connection new location porting additional phone numbers gio-net-legacy-tele-nam tele legacy nam gl code, software, sommerfeld, sso, tele, training, vital, vitalaire, wifi, working
NaN
KB0028703
MIR INC0993332 - Major outage in EMEA - SDWAN sites with MPLS lines are down - NCR incident : INC170
English
issam.ouajjane@am.corp.airliquide.com
5
Tim GIDDEY-SC
Uncategorized
Published
2022-10-05 23:50:24
27
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2022-08-08 21:13:56
#########
INC0993332
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major outage in EMEA - SDWAN sites with MPLS lines are down INC0993332 - August 8th, 2022 Timezone : CET Total outage duration : 8 Hours 36 Minutes Executive Summary Classification : Major connectivity outage On August 8th, 2022 at 12:32 CET, Monitoring reported an incident, affecting multiple sites in France and impacting EMEA - SDWAN sites with MPLS lines. The symptoms of the incident were total loss of connectivity on EMEA - SDWAN sites with MPLS lines. (21 sites) The root cause was a change performed by SDWAN Provider without prior communication to GIO. The change was an update of SDWAN gateways which brought down MPLS lines as the new Gateway IPs weren't allowed on Security Firewalls. The resolution of the incident consisted in allowing the new gateway IPs through a change REQ0671848 performed by Security team. On August 8th, 2022 at 21:04 CET, the incident was resolved, leading to a service disruption of 8 Hours 36 Minutes Major steps leading to incident resolution1 August 8th, 2022 12:32 CET : Monitoring reported P2 incident on FR821 due to a Node down 12:42 CET : It was reported that multiple sites are impacted 12:46 CET : It was confirmed by our SFR Network team that multiple Edge are down in France 12:51 CET : OCD L3 team confirmed that VMware were migrating quiesced gateways. Affected sites were the ones that had MPLS only. It was confirmed that 21 sites were impacted as listed below : AIR_FR_Mions_FR469AIR_FR_Saint-Aunès_FR378AIR_FR_Saint-Priest_FR135AIR_FR_Gennevilliers_FR329AIR_FR_Meyzieu_FR311AIR_FR_Sainte-Luce-sur-Loire_FR358AIR_FR_Saint-Jean_FR413AIR_FR_Jouy-en-Josas_FR819AIR_FR_Saint-Priest_FR821AIR_FR_Voreppe_FR168AIR_FR_Hinx_FR395AIR_FR_Bobigny_FR208AIR_FR_Toulouse_FR077AIR_FR_Durtal_FR356AIR_FR_Saint-Laurent-Blangy_FR079AIR_FR_La-Mézière_FR945AIR_FR_Lyon_FR328AIR_FR_Basse-Goulaine_FR091AIR_FR_Vendin-le-Vieil_FR792AIR_FR_Le-Poiré-sur-Vie_FR340AIR_FR_Saint-Xandre_FR349 13:23 CET : The incident was affected to Network L3 team 13:37 CET : SFR L3 engineer requested OCD team to open flows through a request REQ0671848 as Vmware Gateways were updated during the change performed by VmWare 13:55 CET : Escalation by L3 network team to AT&T to ask : 1. why no notification was sent for the change performed? 2. Why there was no incident logged for this major outage in AT&T portal? 13:56 CET : OCD confirmed that they were analyzing the flow opening request 14:41 CET : Call was set up with GIO, SFR, VmWare, AT&T team to review roll back and action plan 15:00 CET : During the call AT&T shared that a roll back would be difficult because the isolated sites with dual MPLS would not receive the notification. AT&T shared they will double check and confirm 15:22 CET : SFR L3 engineer requested AT&T to confirm the list of subnets that will not change in the future. 15:25 CET : Roll back request to VMWare by AT&T 15:44 CET : OCD team injected the configuration but to avoid impacting all Airliquide Sites the compilation of the changes was confirmed for 8pm Paris time. 16:05 CET : The VMware SR ticket number communicated 22352605308 16:12 CET : New conference call done with VmWare, SFR L3, NCR 16:13 CET : Meeting done with Vmware, rollback is not possible so we will need to wait for the execution of the change by OCD teamVmware confirmed that all subnets that are used are the following:#IPv464.186.24.0/21,103.48.252.0/22,104.193.28.0/22,136.144.96.0/19,152.65.192.0/18,159.100.160.0/20,192.40.64.0/24,199.247.160.0/20,207.66.112.0/21,216.221.24.0/21#IPv62605:ac70::/32Those subnets should not change or at least not change a lot, so SFR L3 will request from OCD to update the rules on the firewall with those subnets. In the meanwhile escalations were ongoing NCR to check if possible to roll back the changes 16:15 CET :AT&T team confirmed a rollback to the previous gateways would be very difficult to perform because if a rollback was performed the isolated sites with dual MPLS would not receive the notification. The only solution was to update the Air Liquide Firewalls with the list of new subnets. 21:03 CET : After OCD executed the change request REQ0671848 21:00 CET. All the MPLS lines became UP. Except the line GE4 of the site FR091. Separate ticket is opened for FR091 Initial root cause The major outage was due to a change performed by SDWAN Provider (AT&T) not communicated to GIO. Actions plan Reinforce a communication process between SD-WAN provider (AT&T) and GIO. Allow SD-WAN subnets in the central firewall instead of allowing specific IPs (RITM0733141) External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043618.
E&C Software SmartPlant / SmartSketch Installation - US E&C Users
English
j-e.wagner@eu.corp.airliquide.com
106
Mark ARCHER-SC
Uncategorized
Published
2025-09-29 14:33:37
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
13
2025-07-25 9:44:56
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY:USA ENTITY:BIS E&C SYMPTOMS: This article explains the process for installing SmartPlant / SmartSketch for US E&C entity users BEFORE YOU START: The following instructions apply only to US E&C entity users, do not install software from this instructions if the user is Not US E&C entity STEPS: 1. Download the install files to the target computer from the google drive link below https://drive.google.com/file/d/10FZGx6GPXnz8p9FL1JEGLKdmbKNHCKj_/view?usp=sharing 2. Unzip the files 3. Navigate to the 1 SPLM 14.01.13.0134 folder and run Smart Licensing Client Setup.exe as administrator 4.Click start setup 5. Enter Air Liquide in the user name and Company name fields 6. Click the ... button next to Device Configuration Connection Info and navigate to \1 SPLM 14.01.13.0134\New_CCI_File_2020_05_29\ then select the 00522567.cci file 7. Click next 8. Click the check box to agree to the terms and conditions and then click next 9. Click next 10. Click i accept the terms of the license agreement then click next 11. Click finish 12. Click next 13. Click i accept the terms of the license agreement then click next 14. Click next 15. Click install 16. Click finish 17. Click finish 18. Close the license client after it opens 19. Return to the install files and open 2 SSK_2016_SP0_HF00_09.00.00.0081 and run setup.exe as administrator 20. Click Start Setup 21. Enter Air Liquide in the Username and Company Fields and 00115958401731 in the Serial number field then click Next THIS IS E&Cs LICENSE DO NOT USE THIS SERIAL NUMBER FOR NON E&C EMPLOYEES WITHOUT APPROVAL 22. Click the checkbox next to I agree to the license agreement and conditions then click install 23. Once it finishes installing click finish 24. Click yes to reboot the computer 25. Once the computer reboots return to the install files and run 3 SSK2016Hotfix50.exe as administrator 26. Click Start Setup 27. Click finish Have the user test to make sure the software opens LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OSCategory: Application Subcategory: Installation / Deployment Resolution Notes: Installed SmartPlant / SmartSketch TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
airliquide, alp, ame, americas, archer-sc, com, corp, e&c enc ec e c alp us-alp & us-ec usho us united states americas ame smartplant smartsketch installation smart plant smart sketch, ec, enc, english, installation, j-e, mark, plant, sketch, smart, smartplant, smartsketch, software, states, united, us, us-alp, us-ec, users, usho, wagner@eu
NaN
KB0020750
Google Meet - present video with audio
English
j-e.wagner@eu.corp.airliquide.com
40
Harold OUSSET
Uncategorized
Published
2025-08-07 8:24:46
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
20
2025-08-07 8:24:00
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for information on how to present a video with audio in Google Meet. His/Her colleagues cannot listen to it during the meeting. STEPS: The high-quality video and audio playback only works when user presents an individual tab feature in Chrome (see below). It does not work if user is presenting a full window or the whole screen. For more information, visit https://knowledge.workspace.google.com/kb/how-to-share-audio-and-video-in-google-meet-sessions-000008918. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user to share video on Google Meet. TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling to report that he/she is unable to access an application by OKTA authentication due to "User is not assigned to this application" error: OR User is unable to see the application on the Dashboard:If not present in my apps: Search here if the application can be added. If not found, proceed as per the KB. POSSIBLE CAUSES: User has no access to the application yet/no account created for the user. STEPS: Redirect user to CARM/Service Now to request access to the given application. Should the user be out of office with no access to Ivanti, kindly ask him/her to contact their manager (CARM approver) to raise the request on behalf of them for the application access in CARM or MyITCorner. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Guided user to CARM and assisted with submitting the required request. TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
access, airliquide, app, application, assigned, authorization, authorized, com, corp, dashboard, english, gasmi, j-e, mehdi, no, not, okta, right, software, user is not assigned to this application, verification, verify, wagner@eu
NaN
KB0055140
HP - Keyboard Issue
English
j-e.wagner@eu.corp.airliquide.com
19
NaN
Uncategorized
Published
2025-08-18 9:39:50
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
2
2025-08-18 9:39:31
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION: Europe ENTITY:All SYMPTOMS: Some keys does not respond, all keys are not responding, popped keys. STEPS: 1- Perform hard reset 2- Test with another external keyboard 3- Test the keyboard in Bios or safe mode 4- Test the keyboard using UEFI Diagnostic tool 5- update Bios, Chipset , touchpad and hotkeys driver Please check all the steps and if it is still not working send to HP group. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of the pc Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-USER DEVICES PARTNER HP TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: OSS
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: The computer does not start: LED lights do not glow, display is black, no beeping sounds, no fan or the hard drive spinning noise. STEPS: 1 -Remove all external devices connected to the unit 2- Test with another AC Adapter/charged battery from other unit 3 -Test with docking station and try to power button of the dock 4 - Test with minimal configuration if possible Please check all the steps and if it is still not working send to L1,5. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of the pc Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: OSS
airliquide, beeping, black, com, corp, drive, english, fan, hard, hard drive, hardware, hp, hp hardware, j-e, led, led lights, lights, no, noise, power, spinning, spinning noise, wagner@eu
NaN
KB0039559
Cortex - Network blocked or slow
English
j-e.wagner@eu.corp.airliquide.com
198
Faten ZARROUK-SC
Network / Connectivity
Published
2025-07-30 5:56:46
6
GIO Service Desk
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GIO - SEC - Secure Remote Access for Mobile
NaN
NaN
NaN
29
2025-05-22 12:42:43
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NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Network blocked/slow because of cortex. STEPS: To gather by L1 before routing: -Hostname and IP -Screenshot of Cortex XDR Agent console (Status ) -Screenshot of Cortex XDR Agent console (Events) -Screenshot if the user has a popup ( make sure to click on details information) -Open CMD as admin on the user's machine and type: cd c:\Program Files\Palo Alto Networks\Traps then exécute the following commands: cytool info cytool info query -Location when issue occurs (one of below option): Internal network - Office Internal network - Ivanti pulse - Precise which one (Europe :/ APAC / ..) External network - Home office / public wifi -Logs file (Generate Support file + attached to the inc) follow KB0034468 -Collect the version of Cortex, Zscaler, Ivanti. Case1: Network is blocked with a popup: was is it working before. when did it stop working? gather all the information Case2: Endpoint slowness: follow PC slowness troubleshooting steps if issue persists assign to L1.5 Case3: Site network slowness (multiple users) ticket to be sent to network team LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CORTEX Issue Business service: GIO - SEC - Modern End Point - Internal Service Configuration item: Hostname Category: Application Subcategory: Functional / Technical issue Assignment group (if not L1): GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Some Users Cannot Open Windows Okta Verify after Installing Okta Verify for Windows Version 5.0.1.0 or Later POSSIBLE CAUSES: User has a new brand PC but OKTA cannot be activated in the PC. User has installed the latest version of OKTA. BEFORE YOU START: Install the new version of OKTA. Activate the Windows Pin Hello. Based on the Okta Verify teams initial assessment, there are 2 contributing issues. Windows Okta Verify data is improperly being created in the location C:\Users\Default\AppData\Local\Okta\OktaVerify when the Okta Verify installer is run in the System context Windows Okta Verify is failing to properly cleanup data on un-install STEPS: Option 1: Target a specific affected user (recommended) There are 2 components to this approach Stop Okta Verify and remove the Okta Verify database for the affected userRemove the Okta Verify database from the Default user profile The following PowerShell script stops Okta Verify for all users and removes the Okta Verify database file from the profile of the context in which the script is running. To properly remove the database file for an affected user, this script must be run in the pc of the affected user. - Install OKTA from the tool of login.airliquide.com (if OKTA desktop app cannot be launched, a reinstall from BBCA might be needed) - Start Power shell as normal user without admin rights! as the file that needs to be removed is on user's profile. (If KO try running Power Shell as Admin) - Stop Okta Verify for ALL users with the following command Stop-Process -Name "OktaVerify" -Force -ErrorAction SilentlyContinue - Remove the database file from the current context with the following command remove-item "$env:localappdata\Okta\OktaVerify\datastore.db" -verbose -Force -ErrorAction SilentlyContinue- Relaunch OKA Try to activate okta LOGGING CATEGORISATION: Business Service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: SD assist user to setup Okta Verify TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
activated, airliquide, can, can not open, can't open, com, corp, daniela, english, hardware, j-e, not, not opening, okta, okta verify, open, opening, pc, pjetri-sc, verify, wagner@eu
NaN
KB0017700
Gideons - Unable to create credit note in credit note workflow even if approval has been done
English
j-e.wagner@eu.corp.airliquide.com
60
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:06
6
GIO Service Desk
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BAP - HUB - GIDEONS
NaN
NaN
NaN
55
2025-04-30 13:36:05
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NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to create credit note in credit note workflow even if approval has been done STEPS: 1. Check if the Customer is marked as Inactive or Dormant after approving 2. Check in AL Security any groups are deleted LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY:USA ENTITY:BIS AMER SYMPTOMS: The following article describes the process for handling issues and request for tablet support for the Maximo Alizent team Tablet Not Powering ON or not holding a chargeUnable to Log into DeviceNo connectivity to mobile carriers networkApplication ErrorOS (Android) IssuesResource Space/ Memory BEFORE YOU START: Alias: Maximo, One Maximo, Maximo Anywhere, TAB-EX, ECOM Hazard Tablet, SOTI, MDM, Kiosk, Tags, AirWatch, HHC (Handheld Computer), MaaS (Mobile as a Service) Used by Groups : ALLIUS, ALEUS, Trinidad & Tobago, Mexico ALIZENT is offering Technical Support for the Alizent Mobile Devices ( ECOM Tablet ) under the moniker of MaaS used by personnel from various Air Liquide BU within the Americas hub. For this service offering, Alizent is ONLY supporting the hardware and Android OS of the tablet / HHC (NOT NETWORK, NOT APP SPECIFIC). The functionality of any installed application on the tablet is the responsibility of that particular application owner. This application could be considered as critical if the end-user does not have a spare tablet and is the only operator on shift. Otherwise, submit a ticket and tell the operator that the first available technician will address their issue during normal business hours. Make sure to gather as much information as possible and follow the process below. Tablets are used by the maintenance crew / operator. All assets in LI plant are tagged with an RFID chip (around . Per plant). When maintenance needs to be done, the operator can scan the TAG, an ID is stored and in Maximo the maintenance procedure is visible on the tablet Reference https://www.ecom-ex.com/products/mobile-computing/tablets-android/tab-ex-02-dz2/ Alizent is only supporting the Hardware and MDM Software. The MDM is the launch pad for the operator and also make connections back into the AL network. This application could be critical if the end-user does not have another tablet and is the only operator on shift. Otherwise, submit a ticket and tell the operator that the first available technician will address their issue during normal business hours. Make sure to gather as much information as possible and follow the process below. Supported Network connection Browser - AL Intranet / Internal / VPNHHC / Tablet - Wifi SSID - wifi@maximoHHC / Tablet - Mobile network Sprint over MPLSHHC / Tablet - Mobile network AT&T over PSTN Primary Applications used on Tablet SotiWorkspace One / AirwatchdiALMaximo Anywhere Common Issues Unable to Log into the target application No connectivity to mobile carriers networkApplication Error or does not exist OS (Android) Issues (Assigned to Alizent MaaS)Resource Space/ Memory (Assigned to Alizent MaaS)Tablet / HHC not starting Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues.(ALIZENT IT members can be identified by their email domain @alizent.com) If the user is having problems with an application, refer to the corresponding knowledge article for that application Connectivity / network issues: GIO-NET-SUPPORT L1 diAL application issue: KB0018738 diAL - diAL and PA Support (AME, US Alizent) Maximo Anywhere application issue: BAM-APP-L1-USMAXIMOANYWHERE Maximo application issue: KB0010158 Maximo 7 - Application Concerns (AME) ; ALZ-AME-GCS-Production Assets-L2 STEPS: 1. Ask the user whether or not he/she contacted his/her power business key user 2. Conduct the below stated troubleshooting activities APK - Software Troubleshooting Common Software Issues that may be encountered : Restart the tablet by pressing for a long time the upper right button.Restart the tablet Login in again No connectivity to mobile carriers network - Make sure they are connected to WiFi@MAXIMO when in the office and/or 4G while walking around the plant Hardware Troubleshooting Common Hardware Issues that may be encountered : Restart the tablet by pressing for a long time the upper right button.Restart the tablet Login in again 3. Gather Information from Requester: A good callback number for requestor:Is this a request or an incident?User Impact:User Urgency:Short Description Format as : ALZ - Tablet - Issue:Detail Description:Assign CI (Configuration Item) NOTE: The Following information is ONLY needed to start the RMA process / Replacement Tablet Location Address: POC (Point of Contact): Plant / Office Phn and mobile Phn #: 4. Route the incident accordingly LOGGING CATEGORISATION: Business service: ALZ - Production Asset Category: Application Subcategory: Functional / Technical Issue Assignment group: ALZ-AME-GCS-Production Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
HCDIT-Activation of telemonitoring of the patient-Assignment-DBB
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8
2025-06-19 10:22:22
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HCDIT - Therapy- L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to have patients migrated to DBB. STEPS: Assign ticket to HCDIT - SAP Chorus - L2 LOGGING CATEGORISATION: Business service: HCDIT-Digital Back Bone Configuration item: Digital Back Bone - EU - Prod Category: Application Subcategory: Data issue Assignment group (if not L1): HCDIT - SAP Chorus - L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, back, bone, com, corp, correia-sc, dbb, digital, digital back bone, english, j-e, migrate, migration, patient, patients, rui, wagner@eu
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KB0020779
Google Meet - people left out of repetitive meetings
English
j-e.wagner@eu.corp.airliquide.com
11
Harold OUSSET
Uncategorized
Published
2025-08-07 8:23:00
5
GIO Service Desk
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GIO - EUS - DWP - MyGoogleSuite
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NaN
NaN
1
2025-08-07 8:22:18
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GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User organized a repeating event in Google Calendar but on the sessions some people are left out. POSSIBLE CAUSES: Users were invited only to the first instance of the event. STEPS: Check whether the affected users are invited to the other instances of the given repetitive event. Note: When user changes an event that is part of a series, the user is requested during the saving process if he/she wants to update the given instance only, the whole series or the given instance and the next ones. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Calendar Category: Application Subcategory: Support / Assistance TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to change the default browser in Windows 10 BEFORE YOU START: Check if Google Chrome is installed on the PC. STEPS: Type "default" into the search bar of Windows 10. Open that settings and choose Google Chrome instead of Microsoft Edge (or vice versa). Confirm your choice. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows Assistance IN CASE OF ESS: Business service: GIO - EUS - UWP - Windows OS Configuration item: End User Device Category: DevicesSubcategory: Support / Assistance TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User need to setup a special paper size for printing STEPS: 1. Go to Printers & Scanners setting and select printing preferences of Uniflow Online printer. 2. Select Custom as paper size. 3. Insert Name and paper size user wish to add. 4. Click ok to save LOGGING CATEGORISATION: REQUEST: Printer assistance and configuration IN CASE OF ESS: Business service: GIO - EUS - MPS Configuration item: PC Hostname Category: Devices Situation: Printers Resolution Notes: Guide user to setup custom paper size. TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User wants to follow who accepted or declined the meeting invite sent by him/her. STEPS: In order to solve this incident, please follow steps below: Go to your Calendar settings (you calendar, not general settings) at: https://calendar.google.com/calendar/u/0/r/settings Under Event Notifications make sure you have configured email notifications. Under Other notifications configure them as needed, ones selected as Email will trigger an email notification. ? If Calendar notifications are all set and you are still not receiving some notifications please check the following: 1. That Windows allows Google Chrome to show popup notifications. Copy and paste this in the chrome address bar ms-settings:notifications 2. Make sure that Chrome allows notifications and popups for the needed tools, Calendar would be calendar.google.com Copy and paste this in the chrome address bar. chrome://settings/content/notifications 3. If calendar.google.com not in the allow list please click on add and add the following URL https://calendar.google.com 4. Make sure Notifications, Pop-ups, sounds, mic and needed services are enabled for Calendar You can find further details about Calendar notifications at Google Help Center Article https://support.google.com/calendar/answer/37242 Turn notification on: 1) For all events Important: You must open Google Calendar in an internet browser, like Google Chrome or Safari, to change notification settings. You might be asked to let calendar.google.com show notifications. You can change notification preferences for all your events on Google Calendar. On your computer, open Google Calendar.In the top right, click Settings Settings.On the left, under General, click Notification settings.Under Notification settings, you can: Turn notifications on or off: Click the Notifications drop-down and select how you want to receive notifications.Adjust the timing of snoozed notifications: Turn on Desktop notifications, then click Show snoozed notifications and customize your timing. Important: Snoozed notifications only appear in a Google Chrome browser. If you have multiple notification alert times for the same event, Snooze will only appear on the last notification. 2) For single events Open Google Calendar. Click the event Edit event .Next to Notifications : To edit your notifications: Choose if you want to receive a notification or an email. You can change how often you want to get alerts in advance.To add another type of notification: Click Add notification.To remove a notification: Click Remove . At the top of the page, click Save. Tip: You can choose to be notified by email, desktop alert, or both. Changes you make don't affect anyone else who's invited to the event. 3) For specific calendars You can change notification preferences for specific calendars you own. Open Google Calendar. In the top right, click Settings Settings.On the left, under "Settings for my calendars," click the calendar you want to change Calendar settings.Under "Event notifications" and "All-day event notifications: To edit your notifications: Choose if you want to receive a notification or an email. You can change how often you want to get alerts in advance.To add another type of notification: Click Add notification.To remove a notification: Click Remove notification . Note: In case the user has set the Calendar notifications correctly in Calendar settings and still do not receive the notifications either, Windows is blocking Chrome to show notifications or Chrome is blocking Calendar for showing notifications. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Functional / Technical issue Resolution Notes: Service desk guided the user edit the settings on Google calendar. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
agenda, agenda., airliquide, calendar, com, corp, english, google, google calendar, harold, j-e, notification, ousset, settings, wagner@eu
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KB0043061
Gideons Europe - order issue
English
j-e.wagner@eu.corp.airliquide.com
72
Krzysztof LOPATA
Uncategorized
Published
2025-07-30 5:54:18
6
GIO Service Desk
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EE Cylinder Tracking
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NaN
NaN
20
2025-04-30 13:45:41
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BAP-COE-GID-L2
COUNTRY/REGION:TURKEY, ROMANIA, BULGARIA ENTITY:ALL SYMPTOMS: User report issue with cylinder order in Gideons Europe application. STEPS: Collect all the necessary information and dispatch an incident to GIO-EUS-SD-GIDEONS-L1.5. LOGGING CATEGORISATION: Business service: EE Cylinder Tracking Configuration item: GIDEONS - Europe - PROD Category: Application Subcategory: Bug/Defect Assignment group: GIO-EUS-SD-GIDEONS-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1,5
COUNTRY/REGION:FRANCE / CHAMPIGNY ENTITY:BIS E&C SYMPTOMS: E&C user is calling from Champigny, France regarding a Concur issue. STEPS: When an E&C user has any problem with concur, he/she needs to contact the local support (specific person for each E&C center). if the end user from E&C calls our AL helpdesk - it means they called the wrong helpdesk - they should contact the local support and they should know who are the people responsible for each of their locations. INTERNAL INFO FOR SERVICE DESK ONLY: This local support creates a MANTIS ticket (this is an internal ticketing tool) and then Nisheeta Raina handles the ticket (level 2 support). The project to deploy Service Now is under preparation. In the future Service Now will replace MANTIS, then it will be easy to root the incident to L2 support of concur via SNOW. LOGGING CATEGORISATION: Business service: BEC - Other Global Applications Configuration item: Concur E&C - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: INC ARTICLE TYPE: FRC TEAM: L1
airliquide, champigny, com, concur, concur champigny, concur-, corp, corrupted, e&c, english, entity, expense, gac, issue, j-e, management, not, not working, pierre, travel, travel expense management e and c entity, wagner@eu, working
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KB0054215
Windows - How to view hidden files/folders?
English
j-e.wagner@eu.corp.airliquide.com
17
Miranti NINGRUM-SC
Windows - Storage / Performance
Published
2025-06-19 10:43:18
5
GIO Service Desk
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NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1
2025-06-19 10:42:09
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NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: The user is experiencing issues and is unable to view his/her own files/folders. POSSIBLE CAUSES: The files/folders might be marked as "hidden". STEPS: Open File Explorer from the taskbar.Select View > Show > Hidden items, then Untick it and click Apply. Additionally, if the user would like to to view hidden subfolders, please continue with the following steps: Right-click the user's folder (e.g: firsname.lastname) > Properties > User Properties.The Attributes will typically show as "Read-Only" and "Hidden".Untick the second attribute: "Hidden", and select Apply the changes to all subfolders. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Support / Assistance Resolution Notes: Assisted the user in disabling the "hidden" features for files/folders. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, corp, english, files, folders, hidden, how, how to, j-e, miranti, ningrum-sc, software, view, wagner@eu, windows
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KB0020758
GOOGLE SHEET - Imports a range of cells from a specified spreadsheet
English
j-e.wagner@eu.corp.airliquide.com
17
Harold OUSSET
Uncategorized
Published
2025-08-08 10:52:55
5
GIO Service Desk
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NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
5
2025-08-08 10:51:48
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GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to link files to other files on Google Sheet. STEPS: To solve the error by using the formula construction assistant, and removing the last part after the edit part of the original file URL.You will be able to find more details and examples in the official Google article for the Importrange formula.IMPORTRANGE - Imports a range of cells from a specified spreadsheet.https://support.google.com/docs/answer/3093340?hl=enNote: make sure there is enough room in the sheet to insert the range LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance IN CASE OF ESS: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that an existing alias of a Google Group's address should be modified due to wrong spelling STEPS: Create an Incident and assign the ticket to GIO-EUS-GOPS-DWP-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Situation: Service Question / Assistance [Incident] Assignment group: GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, alias, be, com, corp, english, gmail, google, group, groups, harold, j-e, modified, modify, ousset, spelling, to, wagner@eu, wrong
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KB0055127
HP - Display Issue
English
j-e.wagner@eu.corp.airliquide.com
103
NaN
Uncategorized
Published
2025-08-18 9:37:56
5
GIO Service Desk
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NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
8
2025-08-18 9:37:40
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GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: Display flickering, vertical line on the top of screen, pink display before and/after windows loading. STEPS: 1- Check if device is damaged. 2- Perform hard reset 3- Test with an external monitor (switch FN+F4) 4- Test the internal monitor under Bios 5- Check with UEFI tool (HP PC Hardware Diagnostics) 6 - update Bios, Chipset , Intel ME and video drivers Please check all the steps and if it is still not working send to HP group. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of the pc Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-USER DEVICES PARTNER HP TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: OSS
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: The user needs to order an office telephony device STEPS: In MyITCorner, navigate to Home > Devices > Order a new device > Desk phones to find the available requests. Order an office telephony device : order an end-user physical device (hardphone, DECT, expansion module) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Accessories Resolution Notes: Show where to go request submitted. TEAM: L1
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: HDD makes mechanical noise, not detected under Bios, HDD is not detected and show an error. Example: Boot device not found, etc STEPS: 1- Perform hard reset 2- Test HDD using the UEFI Tool (HP PC Hardware Diagnostics) and provide the error code 3- Update the Bios Please check all the steps and if it is still not working send to L1,5. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of the pc Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling to report that he/she cannot open a file by Google Sheet as it keeps crashing BEFORE YOU START: Check if the user tries to open file with xlsx. extension. Note: XLSX files are not compatible with Google Sheet POSSIBLE CAUSES: User is trying to open a file with xlsx. extension. STEPS: 1. Advise user to download and open file with MS Excel. 2. Edit the file 3. Save and upload it back to the same folder on Google Drive (if user keeps the file name, no duplicated file will be created but a new version of the same XLSX file will be uploaded in Drive) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance IN CASE OF ESS: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calling to ask about Track attendance in Google Meet . STEPS: Please note that as per the feature relevant help CenterTrack attendance in Google Meethttps://support.google.com/meet/answer/10090454?hl=enIn order to receive the meet report after the call the organizer needs to make sure that this call has this setting enabled.If the user turns these features off in recurring meetings or meetings that use the same meeting code, the setting will be saved for the next scheduled meeting . If the user turns these features off in a one-time, nicknamed, or instant meeting, the feature will return to on, after the meeting ends. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL (except for E&C German and Switzerland) SYMPTOMS: User is having a hardware issue and a SME instructed that a Dell ticket should be opened. BEFORE YOU START: If user is from E&C German follow KB0013745. If user is from Switzerland follow KB0013229. STEPS: Before submitting the request (web ticket): check warranty of the pc (in the DellTech portal) URL of portal: https://techdirect.dell.com/Portal/ (this also can be opened on CC computer) Login: Air Liquide email address / password (if you forgot your password, click on forgot password and fill out your AL email address) Go to technical support check warranty status, populate service tagCheck warranty end date 1. When computer is under warranty Go to technical supportCreate new service request (web ticket)Click CreatePopulate service tag and click nextIf known which part is broken, choose the relevant Incident typeSelect Severity level (high no ability to use pc) or medium (there is an issue but computer still can be used)Operating system (windows only), Version: 10Reference/PO#: MMS Incident numberPreferred Repair Type: Onsite Tech (only in case of HDD, it must be "Parts Only"!)Provide user contact information / Notes for onsite technician: fill out only if the user has special requests, otherwise put "N/A"Fill out Problem detailsAdd attachment if applicableProvide user contact information (overwrite your own information)Ask user if he/she would like to be contacted by Phone or EmailFulfill information about user`s location: Data Center (select No), Saved Address (leave it empty), Address Identifier (leave it empty), Select Country / Region, State / Province, Address 1 (street, number, floor, Building number), City, Postal CodeReview all information before submittingProvide the reference number to the user and record it in the ticket (external reference)Close the incident in MMS only after the issue is marked resolved by Dell on the DELL TechDirect portal and after you confirm it with the user. !!! Preferred Repair Type: Onsite Tech except when HDD needs to be replaced. In this case you do not need a Dell Technician. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Resolution Notes: User confirmed the issue was solved after Dell intervention. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, break, com, corp, dell, dell portal, dell ticket, dieter, english, fix, hardware, heming, how, how to open dell portal ticket, j-e, open, opening, portal, tech, ticket, wagner@eu
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KB0015276
How to map co-samba-prod / Enable SMB 1 protocol
English
j-e.wagner@eu.corp.airliquide.com
10
Domonkos ROZSA-SC
Uncategorized
Published
2025-09-29 14:48:05
6
GIO Service Desk
NaN
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NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
2
2025-08-18 8:53:15
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NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: inability to map co-samba-prod network Drive, it is pingable and it throws an error message: "This Share requires the obsolete SMB 1 protocol." STEPS: Solution is to enable SMB 1 protocol from: Powershell or"Turn Windows features on or off" menu (GUI). Error Message: POWERSHELL Powershell with admin > Enable-WindowsOptionalFeature -Online -FeatureName smb1protocol GUI 1- Go to windows Icon on the bottom left of the screen and type APPWIZ.CPL, then hit ENTER. 2-Click on "Turn Windows features on or off". 3- scroll down and select "SMB 1.0/CIFS File Sharing Support", then OK. 4- The PC will reboot, then try mapping the Network drive as usual. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: HostnameCategory: DevicesSubcategory: Support / Assistance Resolution Notes: Guide user to enable SMB 1 protocol. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling to ask for assistance on how to create and start a Google Meet STEPS: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Hangouts Category: Application Subcategory: Support / Assistance TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
airliquide, benjumeda-sc, com, corp, create, create a new meet, english, google, israel, j-e, meet, new, schedule, scheduling, wagner@eu
NaN
KB0055352
Green/Purple Video Corruption In Google Chrome
English
j-e.wagner@eu.corp.airliquide.com
28
NaN
Uncategorized
Published
2025-08-08 10:57:26
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
3
2025-08-08 10:56:33
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User called to report camera malfunction in Google Meet . The camera displays green/purple effects . Or: User called to report video corruption in Google Chrome. POSSIBLE CAUSES: Google Chrome issue, (or) Outdated Driver version STEPS: Remote user`s PCCheck if the issue appears on camera application ( Windows search< Camera)Check if the issue appears in incognito mode or with an other Google account If the issue only appears in Chrome on user`s corporate account : Delete cookies and cashe from the browserLog in Gmail account again and open Google MeetDelete cookies from View site information option Cookies and site data < delete all cookiesReload the site If the issue persists : Open a new tab in Google Chrome and write : about:flags 2. Open search ( Ctrl+F) and type: accelerated video 3. You will receive the result. Among the result choose hardware- accelerated video decode ( it will be probably enabled) and disable it : 4. Click on Relaunch now at the bottom of the side. 5. Close Chrome and reopen it. Afterwards the issue should be solved. If the issue still persists : Update Google Chrome browserUpdate the graphic driverUpdate BIOS LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): L1.5 Resolution Notes:After troubleshooting the graphical effect has been stabilized in Google Chrome. TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
airliquide, chrome, com, corp, corruption, english, google, google chrome, google meet, green, j-e, meet, purple, screen, video, wagner@eu
NaN
KB0055122
HP - display is blank / No POST
English
j-e.wagner@eu.corp.airliquide.com
10
NaN
Uncategorized
Published
2025-08-18 9:37:09
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
1
2025-08-18 9:36:16
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: Device Display is Blank: no video and PC does not start. STEPS: 1- Remove all devices connected to the unit 2 - Perform hard reset 3 - Test without Battery 4 - Test with minimum configuration Please check all the steps and if it is still not working send to L1,5. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of the pc Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: OSS
airliquide, blank, booting, com, corp, display, does, does not start, english, hardware, hp, j-e, no, no post, not, pc, post, screen, start, video, wagner@eu
NaN
KB0013762
sFTP-Setting up an Account
English
j-e.wagner@eu.corp.airliquide.com
54
Thomas SCHAEFFER
Uncategorized
Published
2025-06-18 10:54:03
5
GIO Service Desk
NaN
#########
NaN
BEC - Other Global Applications
NaN
NaN
NaN
12
2025-06-18 10:51:50
#########
NaN
BEC-GLOBAL-APPS-L3
COUNTRY/REGION:Germany/Poland ENTITY:BIS E&C SYMPTOMS: In case user doesn't have a sFTP account, a request has to be created by the IT Approval or Budget Approval. A Manual how to set up a sFTP account for Internal/External employees: Manual for Setting up a sFTP Account! STEPS: · Network: Server internal IP: 10.96.1.22 (LAN) Server external IP: 195.212.79.22 (Internet) · Password change (optional): https://10.96.1.22 (for internal usage only) · Recommended FTP tool for data exchange (already installed on AL hardware): http://portableapps.com/apps/internet/filezilla_portable For Optimization please edit the following FileZilla Settings: LOGGING CATEGORISATION: Business service: BEC - Other Global Applications Category: Application Subcategory: Access \ Rights Assignment group: GIO-EUS-SD-EUROPE-L1.5 -> BEC-INFRA-FFM-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to use Google Meet via his mobile STEPS: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
airliquide, com, corp, device, english, google, google meet. use on mobile, hardware, harold, j-e, meet, mobile, mobile device, ousset, use, using, wagner@eu
NaN
KB0042812
Homes Maas device - issue summary
English
j-e.wagner@eu.corp.airliquide.com
14
Marine PEREZ
Uncategorized
Published
2025-09-29 14:34:48
6
GIO Service Desk
NaN
#########
NaN
ALZ - Returnable Asset
NaN
NaN
NaN
5
2025-08-18 8:44:43
#########
NaN
ALZ-EU-GCS-Returnable Assets-L2
COUNTRY/REGION:EU ENTITY:HOMECARE SYMPTOMS: Homes devices support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) Homes handheld is a device used by Homes solution For any Incident or request Ad Hoc, please open an intake and use the CI ALZ Homes - PROD For any Break and fix (called RMA (Return Merchandise Authorization) at Alizent) for a faulty device , please open an Ad Hoc using the CI ALZ Homes - PROD and the information below. STEPS: 1. Create an Intake ticket and check the request is well on a Homes devices 2. Document as much information from the user regarding the concern; Who (1 user or several others or all of them) Where (one site or several or all) When (date/hour) What actions lead to the issue (name of the screens, buttons used when operating) Is there any known conditions/operations (i.e. ongoing works on network)? Full error message if displayed one or several clear full-screen pictures 3. If the intake is an INC, Assess the priority using below matrix: (can they work anyway ? Is there a degraded mode/ known workaround at their end ?) 4. Assign the ticket to the hub ALZ support group LOGGING CATEGORISATION: Business service: ALZ - Returnable Asset Configuration item: ALZ Homes - PROD Category: DevicesSubcategory: Support / Assistance Assignment group (if not L1): ALZ-EU-GCS-Returnable Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot enroll his/her Android device. User receives error message during the enrollment: "Certificate issue" BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: 1 - If the device is connected over mobile network, connect it to a public WIFI and retry. 2 - If the certificate do not install instantaneously ask the user to keep the device connected to the network and wait a few minutes. 3 - If KO, ask the user to backup the device then assist her/him to do a factory reset as per KB0027607.https://www.techsolutions.support.com/how-to/how-to-factory-reset-an-android-phone-or-tablet-10321 4 - Guide user to enroll the device as per KB0014387. --> If still KO, contact an SME assign incident to GIO-EUS-GOPS-WORKSPACEONE-L3 with detailed description and screenshot of error message, only after contacting SME LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Access connector - PROD Category: Devices Subcategory: Enrollment Resolution Notes: User re-enrolled the device on Intelligent Hub. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling because he cannot access https://igi.apps.airliquide.com or he has a functional issue. BEFORE YOU START: What is it? Identity Governance and Intelligence (=IGI) is used to facilitate ADM account reviews, this module helps managers, business owner or application owner to review efficiently and easily access rightsMake sure that the user is connected to AL network, otherwise 'This site cannot be reached' error will be visible.Connection with SSO STEPS: In case the user has an access issue or has a functional issue (cannot approve/revoke etc) please describe the issue and assign to GIO-SEC-CARM-L4. IGI guide: https://docs.google.com/document/d/1JPuBDFSksjFR9hb-P0yiuz2KTyWfjqWDcYi_Bw1Y0To/edit# LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CARM - Issue Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Availability and Performance issue Assignment group: GIO-SEC-CARM-L4 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Process for locking a device from Airwatch STEPS: Identify the target deviceGo to Detail View, click LockA request pop-up will appear. Click OkConfirm Ok The device will be locked after 2-3 seconds. If the user is using an app at the moment the lock will be performed. The user has to enter the Security PIN to log in again in the device LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Support / Assistance Assignment group : L1 Resolution Notes: SD resolved the issue with troubleshooting according to kb. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is calling and inquiring information about how to have access DocuSign. STEPS: Docusign is a software for managing electronic signatures. Please inform the user that this is not yet an available service and please redirect the user to the IT Approval or Budget Approvale. For E&C Krakow - in case of issues with signing in, contact person is Mateusz Dreher. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related line In case of blank ESS Incident submitted by the user: Ticket template to be used: GLOBAL - My IT Corner - Request Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go form submitted. TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: Touchpad not responding, button not responding or not functioning as expected. STEPS: 1- Perform hard reset 2- Test in Bios or safe mode 3- Test using UEFI Diagnostic tool 4- update Bios, Chipset , touchpad and hotkeys driver Please check all the steps and if it is still not working send to HP group. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of the pc Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-USER DEVICES PARTNER HP TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: OSS
COUNTRY/REGION:SPAIN, PORTUGAL ENTITY:ALL SYMPTOMS: User can not login to Icologiq: http://icologiq.eu.corp.airliquide.com/ Receives error like: THE SEARCH QUERY COULD NOT BE EXECUTED. STEPS: - Create an incident. - Assign a ticket to EU-IBERIA-TRANSVERSAL-L2. LOGGING CATEGORISATION: Business service: Quality Management Category: Application Subcategory: Account and Password Assignment group (if not L1): EU-IBERIA-TRANSVERSAL-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Network drives - user needs more space on network /shared drive
English
j-e.wagner@eu.corp.airliquide.com
49
Bartosz BURY
Windows - Storage / Performance
Published
2025-07-29 18:13:09
7
GIO Service Desk
NaN
#########
NaN
BEC - Network Drive File Sharing
NaN
NaN
NaN
25
2025-06-18 10:18:12
#########
NaN
BEC-INFRA-EUDC-L3
COUNTRY/REGION:Germany/Poland ENTITY:BIS E&C SYMPTOMS: User from Germany/Poland E&C needs more space on network drive ( for example: for a project ) STEPS: Create the Adhoc request with the following information and assign to Onsite Team, according to Enduser location: - Name of the network drive Name of the user who requests more space on network driveName of the network driveWhole path of the folderincluding how many GB user needs LOGGING CATEGORISATION: REQUEST: Show where to go - IT Manager or related line IN CASE OF ESS: Business service: BEC - Network Drive File Sharing Category: Cloud Infrastructure Subcategory: Capacity \ Space Assignment group: BEC-INFRA-KRA-L3 (Krakow or Frankfurt user) TICKET TYPE: REQ ARTICLE TYPE: Assignment TEAM: L1
COUNTRY/REGION:Egypt / South Africa ENTITY:BIS AMEI SYMPTOMS: The user has a question regarding an HR site or HR tool. BEFORE YOU START: If the issue is related to an issue, please follow KB0025314. STEPS: The user can try to contact HR locally or contact Maximilien Nguyen. In case the user reports an issue regarding ADP web application => Redirect user to contact the HRBP: Thelma MOLOKWANE and Sibusiso SELEPE LOGGING CATEGORISATION:Show where to go request ---> MyHR IN CASE OF ESS: Business service: According to the countryBAMEI-Egypt-Local Business Applications BAMEI - South Africa - Local Business Applications Category: ApplicationSubcategory: Bug / Defect Resolution Notes: Redirected user to the local HRBP. TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
adp, africa, airliquide, amei, amei hr, app, application, business, com, corp, debbie, egypt, english, functional, functional issue, hr, hr portal, hr tool, issue, j-e, local, portal, questions, related, smith, software, south, south africa, south africa hr, tool, wagner@eu, web
NaN
KB0055114
Holivia - access management
English
j-e.wagner@eu.corp.airliquide.com
12
NaN
Uncategorized
Published
2025-08-18 8:38:01
5
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
0
2025-08-08 11:07:57
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:France ENTITY:All SYMPTOMS: User would like to access to Holivia POSSIBLE CAUSES: No account activated. BEFORE YOU START: Holivia is a prevention tool that enables you to assess your mental health and develop protective factors in your daily life. Link : https://app.holivia.fr/ STEPS: 1.go to https://app.holivia.fr/ 2.Click on create an account : 3.Enter your Airliquide professional address 4.The user will receive the instructions to complete the account creation ONLY IF ELIGIBLE NB : When you log on for the first time, you'll need to create an account with your business address. Thereafter, you can link the account to your personal address. LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Access / Rights TICKET TYPE: INC TEAM: L1
IVANTI - User is not assigned to this application (Old error code:1329)
English
j-e.wagner@eu.corp.airliquide.com
910
Gregoire PENET
Uncategorized
Published
2025-04-16 12:48:14
5
GIO Service Desk
NaN
#########
3.67
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
865
2025-04-16 12:44:46
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user wants to connect to AL network from home. They type in their credentials to the Ivanti login window and click on connect. They receive the error message below: User is not assigned to this application. (Historically: Connection error : you are not allowed to sign in (error:1329) Contact your network administrator.) New Okta error: Historical error, might still come up before the Okta popup: POSSIBLE CAUSES: This error code means that the user is not in the correct AD Group. BEFORE YOU START: Please check the followings: user must have an activated OKTA account, is not guide user to activate OKTA on the PC (KB0028488 ) or mobile device (KB0027817)user must have a SRA account role, is user does not have it, guide him to raise the request as per KB0011600Ivanti should be installed on user`s PC, if it is not installed on user`s PC, guide user to raise the request for standard software installation as per KB0019506 If all the checks are done it is necessary to see with the GIO-SEC-PSS-RUN-L2_L3 team which manages the SRA tagged in BS Ivanti (Pulse). (GIO-SEC-AD-AUTHENTICATION SERVICES-L2 manages 1time pass) STEPS: Check if the user is member of any "SRA SG" group in Active Directory: FOR EUROPE: SRA_SG_STDUSER-EU_P (if user is standard user)SRA_SG_Partners-EUDC-EU_P (if user is connecting with CITRIX in Air Liquide)PLEASE NOTE: SRA_SG_Partners-EUDC-EU_P is for CITRIX, if user uses IVANTI (PULSE), he needs to be member of the standard group! FOR AMERICAS: SRA_SG_STDUSER-AM_P or UG-VPNSSL-STDUSER For APAC: SRA_SG_STDUSER-AS_P If user is NOT a member of any SRA group: User should make a request in CARM for SRA Account, for step follow article: KB0011600 - Secure Remote Access - account request. If user IS a member of a SRA group: Assign the ticket to GIO-SEC-PSS-RUN-L2_L3 LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: Secure Remote Access - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
1329, ad, airliquide, allowed, application, assigned, code, com, connection, corp, correct, english, error, gregoire, group, ivanti, j-e, not, okta, old, penet, pulse, pulse connection error: you are not allowed to sign in sra, pulse secure error code:1329, secure, sign, software, sra, user is not assigned to this application, user is not in the correct ad group, wagner@eu, wifi, you
NaN
KB0055143
HP - Blue screen issue
English
j-e.wagner@eu.corp.airliquide.com
82
NaN
Uncategorized
Published
2025-06-19 10:46:58
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
15
2025-06-19 10:45:23
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: Blue screen appears when loading windows, there is no access to windows, Blue screen randomly when using windows. STEPS: 1- Perform a hard reset 2- test in safe mode 3- Test using UEFI tool 4- Update BIOS Please check all the steps and if it is still not working send to L1.5. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of the pc Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: OSS
airliquide, blue, blue screen, com, corp, english, hardware, hp, j-e, screen, software, wagner@eu, windows
NaN
KB0020000
Bar+ - How to change user access level China
English
j-e.wagner@eu.corp.airliquide.com
36
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-08 5:45:47
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BAR+
NaN
NaN
NaN
11
2025-06-19 10:47:39
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: User need raise request to change the BAR+ access level. BEFORE YOU START: User should have already submitted a Manage Gideons Authorizons request on MyITCorner. STEPS: Login to AL SecurityChoose the Application to Gideons and the country. Security > security Manager > UserFind the username then click on Edit Change the access level according the request. Note: If user change the access level to Sales Manager, the group need to have a tick in Bar Plus Sales Manager(SM), same with the sales Rep, if user change to Sales Rep, need to have a tick in Bar Plus Sales Rep(SR)" LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Service desk will check the users access in AL security TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Remote Desktop - Cloud RDP Connectivity for Alizent users
English
j-e.wagner@eu.corp.airliquide.com
189
Mario MATTAR
Uncategorized
Published
2025-07-31 15:50:01
6
GIO Service Desk
NaN
#########
NaN
ALZ - Legacy Infra Asset - Generic
NaN
NaN
NaN
59
2025-05-16 13:51:03
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION: CANADA ENTITY: BIS AMERICAS SYMPTOMS: Alizent users are unable to access Cloud Services when connected to Air Liquide Network All outgoing RDP communication is blocked by default when on the Air Liquide Network Unable to reach cloud services when outside the Keops network (amazon services, Google Cloud Platform, Microsoft Azure, etc...) BEFORE YOU START: Applicability: Air Liquide Alizent users Using the terminal server (which has been opened to the Air Liquide Network) you can RDP into that terminal server and from there RDP to the Web Resources. STEPS: Configure your RDP to use TGS.keops.com directly from your AL workstation Open RPD (Remote Desktop Connection) Click on Show Options Click Advanced Click Settings Select Used these RD Gateway server settings Under server name input tsg.keops.com Uncheck Bypass RD Gateway server for local addresses Click OK Click Connect The first login screen will be for your legacy Keops credentials on the TSG, the second will be to access your resources NOTE: Keep in mind, this setting will save your remote desktop configuration, this means that the next time you connect to any service, you will be routing through the Keops network If there are any issues with "Keops" credentials please refer to Keops - Account Issues (Alizent Canada) LOGGING CATEGORISATION: Business service: ALZ - Legacy Infra Asset - Generic Category: Cloud infrastructure Subcategory: Technical / functional issue Resolution notes: Service desk will guide the user to configure the RDP settings. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to manage members and permissions in Shared Drive. STEPS: Note: To manage and change member permissions in Shared drive , user needs to have FULL access to the Shared drive . 1. Click on the Shared drive 2. At the top, next to the Team Drive name, click the down arrow, then Manage Member 3. Next to the member's name, click the down arrow and select new access type 4. You can also click Remove member to remove the user from the Shared drive 5. Click Done LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was instructed on how to manage permissions in Google Drive TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, add, add member, airliquide, com, corp, drive, english, give, give access, give access rights, google, google drive, harold, j-e, manage, manage permissions, management, member, ousset, permissions, rights, shared, team drive, wagner@eu
NaN
KB0021861
Intelex on tablets - access / account creation
English
j-e.wagner@eu.corp.airliquide.com
300
Peter RIZKALLA
Uncategorized
Published
2025-09-29 14:33:33
6
GIO Service Desk
NaN
#########
NaN
BAMEI-Egypt-Local Business Applications
NaN
NaN
NaN
17
2025-05-23 9:51:41
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:Egypt ENTITY:BIS AMEI SYMPTOMS: User calling for assistance with access or account creation to Intelex ( on tablet ). STEPS: If Intelex can't be opened from Tablets , it can be open from browser from desktop or laptop . For access / account creation , create an ADHOC and assign it to : BAMEI-EGYPT-LOCAL-APPS-L1 In case of any issue please follow KB0049683. LOGGING CATEGORISATION: Business service: BAMEI - GIDEONS OTHERS Category: Application Subcategory: Access / Rights Assignment group (if not L1): BAMEI-EGYPT-LOCAL-APPS-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE BEFORE YOU START: Application application is used by French users on their PDA SYMPTOMS: User is reporting an issue/bug regarding Appsheet application. STEPS: 1.Reinstall Appsheet from Workspace under Apps tab. 2.Login to Appsheet application using the Google Account Airliquide (Appsheet is not linked with Okta !) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Mobile device serial number Category: Application Situation: Availability and Performance Resolution Notes: Reinstalled Appsheet application and assisted the user to login to Appsheet using his Airliquide Google account. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Microsoft Office - Forced Uninstallation of Office 2013 Products
English
j-e.wagner@eu.corp.airliquide.com
101
Frances KERR
Uncategorized
Published
2025-07-30 11:08:58
6
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
14
2025-06-23 12:12:12
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article describes the process to follow in case an end-user is reporting that an Office 2013 application was uninstalled from their computer. POSSIBLE CAUSES: The support for Microsoft Office 2013 Products has ended and there will be no extension or extended security updates. In order to avoid exposure to security risks, Air Liquide has decided to uninstall Office 2013 products from end-user workstations. STEPS: 1. When an end-user is reporting that their Microsoft Office 2013 applications have been uninstalled from their computer, inform the user that the removal of the applications was due to a deliberate decision by the company for security reasons as the Office 2013 Products are no longer supported by Microsoft and thus are no longer safe to use. 2. If the user has a valid justification for having the 2016 version of Microsoft Office products, guide the user to MyITCorner to submit requests for individual Office applications. The easiest way to guide the user is to have them open MyITCorner and look for the needed application by name. LOGGING CATEGORISATION: MyITCorner Assistance IN CASE OF ESS: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Informed the end-user about the reason for the application removal. Guided user to MyITCorner to submit the appropriate request. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to use Breakout rooms in Google Meet BEFORE YOU START: Breakout rooms' are available to users added to a group of early adopters and not yet available to other users, so it might be expected that you have not access this feature at this moment. If the feature is not available in your account you might need to join the Early adopters group in the following link https://sites.google.com/a/airliquide.com/kite-competencies-center/homepage/early-adopters STEPS: The moderator is the user who schedules the meeting or, if not scheduled, the first user to join the meeting.Please take into account the following:- Only moderators can use the option 'Breakout rooms'- The moderator is the user who schedules the meeting- For unscheduled meetings, the first user to join the meeting will be the moderator- There can only be one moderator per meeting.- If you transfer or schedule a meeting on someone else's calendar, the other person might become the moderator.Please find more information at https://support.google.com/meet/answer/10099500 Workaround to perform in case of issue: 1. Create calendar event2. Add participants.3. Configure breakout rooms.4. Join breakout room.When joining the breakout room I can see that these are not configured, also i have tried to access with a different participant and he accessed the main call by default. However after doing some testing I was able to see that if the organizer opens the rooms before the participants join, these will get assigned to the respective breakout rooms, so with this in mind can you try the following:1. After creating the event and configuring the breakout rooms, join the meeting.2. Go to Activities > Breakout rooms > Edit Rooms3. Select Open Rooms LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Hangouts Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with how to use breakout rooms in Google Meet. TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is whishing to request to add external members (non-AL user) in a Kite Group. STEPS: Air Liquide security policies prevent the direct add of external member to Kite groups. In order to add an external user, the user needs to raise the request "Add external members in kite Group" in My IT Corner. Please note: Only the manager(s) of the group can raise this request! LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: *Redirected user to My IT Corner request.* TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
Network - Wifi - Airliquide-Corporate for Chromebook - connection issue
English
j-e.wagner@eu.corp.airliquide.com
181
Matthew WIDELL
Network / Connectivity
Published
2025-07-29 19:49:53
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Chrome OS
NaN
NaN
NaN
46
2025-05-22 12:53:34
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user calls, because the connection with the AirLiquide-Corporate is not working on the Chromebook. POSSIBLE CAUSES: WiFi@AL2 became AirLiquide-Corporate. All corporate devices connected in Wi-Fi will be automatically migrated with no user action required. BEFORE YOU START: The user needs access in CARM KB0049075 and they already connected with the network before KB0049076 STEPS: 1. An alternative way of enrolling the certificate again is by opening the the below extension from Chrome: Note: If enrolled this way, ethernet cable is not necessary, it can be performed while connected to the Air Liquide Public wifi as well. 2. This will bring up the certificate enrollment window, Windows credentials will be needed to authenticate within: LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Configuration item: Serial number of Chrome OS device Category: Devices Subcategory: Connectivity Resolution Notes: The user could connect to the AirLiquide-Corporate. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User called that "SSL Handshake failed" error message pops up when using IG Desk application. STEPS: Redirect user to IG Desk support. https://www.intesigroup.com/en/contacts/technical-support/ LOGGING CATEGORISATION: Request to be used: Show where to goRequest details: For which Topic: IT manager of related IN CASE OF ESS: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Support / Assistance Resolution Notes: Guided user to contact IG Desk support TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is being redirected to a Google Doc stating that their ZSCALER version is incorrect, even if their version is the latest. POSSIBLE CAUSES: Either the version is really incorrect, thus needing a reinstallation, or the version is not being properly recognized. STEPS: Step 1 Reinstall ZSCALER as per KB0039436. Step 2 If the error persists, gather screenshots of (1) the ZSCALER version and (2) the CORTEX version, and route to GIO-SEC-PSS-RUN-L2_L3 . LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Internet Access Configuration item: ZSCALER - PROD Category: Application Situation: Bug \ Defect Assignment group: GIO-EUS-SD-EUROPE-L1.5 -> GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
SAP CHORUS - System unavailability issue for ALL users
English
j-e.wagner@eu.corp.airliquide.com
67
Janos TIMAR-SC
Uncategorized
Published
2025-09-29 13:39:19
6
GIO Service Desk
NaN
#########
3.00
Chorus - Finance
NaN
NaN
NaN
19
2025-07-22 9:32:27
#########
NaN
HCDIT - SAP Chorus - L2
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is calling to report that SAP CHORUS Production system is unavailable for ALL users STEPS: In case the user is calling to report that SAP CHORUS Production system is unavailable for ALL users a major incident must be opened and sent to GIO-CS-EUR-OXYA-L1. LOGGING CATEGORISATION: Ticket template to be used: 0_EU[Major incident] Business service: Chorus - Finance Configuration item: SAP CHORUS - PROD Category: Application Situation: Functional / technical issue Assignment group (if not L1): GIO-CS-EUR-OXYA-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, all, chorus, com, corp, english, j-e, janos, major, not, not working, sap, sap chorus, software, system, timar-sc, unavailability, users, wagner@eu, working
NaN
KB0020565
Google Shared Drives - Manage View Activity / History
English
j-e.wagner@eu.corp.airliquide.com
27
Harold OUSSET
Uncategorized
Published
2025-08-08 10:48:13
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
4
2025-08-08 10:46:35
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for information how to manage/modify the activity view for Google Drive POSSIBLE CAUSES: BEFORE YOU START: Activity dashboard in Google Docs, Sheets and Slides is a feature that allows users with edit access to see who has viewed the file and when it was accessed. User`s View history information will only be activated after he/she has received an initial notification and has selected the relevant privacy settings. Each user can manage his/her Privacy Settings for all documents (Account setting) or for the document currently opened (Document setting): Either choosing to deactivate the view history or make information accessible to the documents editors. Users will see this notification (left picture) before view history activation and have the possibility to disable it (right picture) either for all documents or the current document. STEPS: 1. Open a file in Google Docs, Sheets or Slides that the user can edit 2. At the top, click the Activity dashboard icon Available features in Drive Activity Dashboard: Viewers: Documents viewers list with the time of the last access (if allowed by the viewer)Viewer trend: Number of views per day / unique viewerComment trend: Number of comments per day / resolved / unresolvedSharing history: Follow-up of sharing (add / remove / access level update) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance IN CASE OF ESS: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PRODCategory: Application Subcategory: Support / Assistance Resolution Notes: Assisted user to manage activity and history on Google Drive. TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User is calling for information about the Cisco Jabber - Application interface. STEPS: Guide user with the following Cisco Jabber - Application interface guide: LOGGING CATEGORISATION: Business service: GIO - NET - Office TelephonyCategory: Application Situation: Bug/Defect Resolution Notes: *Guided user with Cisco Jabber Interface information.* TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1 Related KB(s): Cisco Jabber - Display Mode (EU) - KB0015073
Google Sheet - Screenshot images pasted were disappeared
English
j-e.wagner@eu.corp.airliquide.com
66
Harold OUSSET
Uncategorized
Published
2025-08-08 10:54:31
5
GIO Service Desk
NaN
#########
NaN
Chrome device Mgt
NaN
NaN
NaN
28
2025-08-08 10:53:51
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling that all inserted screenshot images disappear after a while from google sheet files (as seen below). 1. before 2. after POSSIBLE CAUSES: Issue may have been related to a general bug in 2019. https://www.smh.com.au/technology/youtube-gmail-hit-with-problems-20190603-p51ttd.html BEFORE YOU START: Always check if you can remote user's PC. STEPS: - Please check if the issue is present in Incognito Mode. On your computer, open Chrome.At the top right, click More New Incognito Window.A new window appears. In the top corner, check for the Incognito icon . You can also use a keyboard shortcut to open an Incognito window: Windows, Linux, or Chrome OS: Press Ctrl + Shift + n.Mac: Press ? + Shift + n. - If no, please Remove history of navigation If KO please Please recreate user`s Chrome profile (do not forget to export bookmark before to HTML file as it needs to be reimported after troubleshooting). To recreate Chrome profile (Win 10): -Close Google Chrome browser - In the Start menu search for This PC - Select (C:) Drive - Go to the folder C:\Users - Select the affected user - Check if hidden items are enabled (simply use the View tab at the very top and tick the option - Click on AppData then select Local then Google then Chrome -In the User data folder find Default folder and rename it (eg. to Default1 or Default2) Reopen Google Chrome (do not forget to import bookmarks from HTML file) Ask user to test if issue is resolved (all disappeared images should return after the troubleshooting) If KO please contact a L2 colleague before dispatching this ticket (With troubleshooting steps, screenshots, HAR file attached) LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - Kite-MyGoogleSuitConfiguration item: RTO ASU - PROD Category: Application Subcategory: Functional \ Technical issue Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, com, corp, disappeared, english, google, google sheet, harold, images, images google sheet, inserted, j-e, ousset, pasted, screenshot, screenshot inserted in google sheet, screenshots, sheet, wagner@eu, were
NaN
KB0020474
Printer is Tunisia - issues
English
j-e.wagner@eu.corp.airliquide.com
199
Hamza ELHADJALI
Printing / Devices
Published
2025-09-29 13:49:08
6
GIO Service Desk
NaN
#########
NaN
BAMEI-Local printers
NaN
NaN
NaN
119
2025-05-16 13:41:22
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:Tunisia ENTITY:BIS AMEI SYMPTOMS: User calls saying that they are no longer able to print. BEFORE YOU START: Make sure user is connected to the Air Liquide network. STEPS: Possible issues and troubleshooting : Printing a large document, or launching a remote print (vpn connection) can block printing. in this case we must identify the user who launched the printing: Then you have to access from the PC of the user concerned and cancel the work: If user has Hardware issues please collect the following information: - Any error message on the printer: - If it is a simple paper jam, try to help resolve it and above all close the right cover of the printer securely: OK / KO - restart the printer : OK / KO - ping the printer OK/KO - check the printer cables: OK/KO If KO assign to to BAMEI-TUNISIA-L2 so that they can contact the local supplier. Local printers: The most used models of matrix printers: Epson LQ 350: Usually used in depositories Epson LQ 2090:Used in Showrooms for invoicing Epson FX 2190 Only one printer at the benarous showroom = Generally, the requests related to this kind of printer are simpler. Always check the wiring first (printer properly connected to the PC) and check the work in progress if there is one blocking printing (sometimes reinstalling the printer and changing the USB port are necessary) and if a physical problem has arisen Onsite must contact the supplier to repair it. ( assign incident to BAMEI-TUNISIA-L2) Laser printers: Usually, 95% of laser printer complaints are requests for new cartridges, which are handled directly with the supplier.It is very rare to have a print blockage already the use is not so intense. Label machines: They use two ZEBRA labeling machines on our industrial site borj cedria. they are generally managed at the supplier level (installation, configuration, ribbon) It sometimes happens that they help them out by giving them access to install a new driver or to change the printer port, but no more. LOGGING CATEGORISATION: Business service: BAMEI-Local printers Category: Devices Subcategory: Printers Assignment group: L1 >> L2 >> BAMEI - Tunisia - L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: Battery cannot charge at all, when removing ac adapter unit shutdown. STEPS: 1- Test Battery using HP support Assistant or UEFI Diagnostic tool to provide the failure code 2- Perform hard reset 3- Test with another good ac adapter 4- update BIOS 5 - Calibrate Battery: https://youtu.be/wgsLomzvr5E Please check all the steps and if it is still not working send to HP group. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of PC Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-USER DEVICES PARTNER HP TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: OSS
COUNTRY/REGION:E&C ENTITY:ALL SYMPTOMS: Citrix desktop app is corrupted, reinstallation is necessary. STEPS: 1. Connect to the PC of the user. 2. Remove the currently installed version of Citrix receiver/citrix workspace. 3. Copy the source folder from the package g_01069_citrix_workspace-app-eu-19.4.1.41_ml_30 from \\saai-gdmlp01\prod to the PC of the user. 4. Run as admin g_01069_citrix_workspace-app-eu-19.4.1.41_ml_30\BBCA\signed\scripts\Install.EXE. It will run unattended installation - please wait few minutes. 5. Check if it's installed successfully and ask User to check connection to Citrix Virtual Desk that he/she uses. In case of any issue the ticket need to be forwarded to the responsible onsite support. Please do not forget to overwrite the assignment group. LOGGING CATEGORISATION: Business service: BEC - XEN InfrastructureCategory: Application Subcategory: Functional / Technical issue Resolution Notes: Reinstalled Citrix via prod. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:ITALY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: Italian user cannot login to ERP Medicasa application, user is facing a functional issue STEPS: If the user is calling from Italy, user should call the ERP support (ONLY FOR ITALY). ERP support number in Italy: ??00390523603303 LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Bug / Defect Resolution Notes: Redirected user to the ERP support. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Navision - "This program could not create a connection to the server" in Citrix
English
j-e.wagner@eu.corp.airliquide.com
47
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:34
6
GIO Service Desk
NaN
#########
NaN
BAMEI - Navision - Application
NaN
NaN
NaN
12
2025-06-23 12:17:23
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User is unable to login to Navision via Citrix due to "This program could not create a connection to the server. Do you want to try again? " error. POSSIBLE CAUSES: Citrix workspace is installed on the Pc already. BEFORE YOU START: Check if Citrix Workspace is installed. If not, ask user to install it from My IT Corner. -> my it assistance >> Citrix Workspace ( EU)Check if the user is using the correct link :https://mycitrix.apps.airliquide.com/Citrix/MyStoreWeb/Check if the user is member of the correct AD group ( in active directory under "member of" windows). TunisiaMoroccoPreprod 2016BIS-AMEI_SGG_NAV16_Citrix_DBIS-AMEI_SGG_NAV16MA_Citrix_DProd 2016BIS-AMEI_SGG_NAV16_Citrix_PBIS-AMEI_SGG_NAV16MA_Citrix_PPreprod 2009BIS-AMEI_SGG_NAVTN_Citrix_DBIS-AMEI_SGG_NAVMA_Citrix_DProd 2009BIS-AMEI_SGG_NAVTN_Citrix_PBIS-AMEI_SGG_NAVMA_Citrix_P STEPS: Open an incident and assign to BAMEI-HUB-NAVISION-L2. LOGGING CATEGORISATION: Business service: Depending on the department (ask user!) - BAMEI - Navision - Account and Finance - BAMEI - Navision - Procurement - BAMEI - Navision - Sales - BAMEI - Navision - Logistic and Supply Chain - BAMEI - Navision - Production - BAMEI - Navision - Health Care- BAMEI - Navision - Human Resource Configuration item: Navision 2016 - MEA - PROD Category: Application Subcategory: Bug / Defect Assignment group: BAMEI-HUB-NAVISION-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:BIS SEPPIC ENTITY:APAC & US SYMPTOMS: End user would like to have access or have functional issue with SEPPIC SALESFORCE BEFORE YOU START: Salesforce is the customer relationship management software. Users can login automatically by using the automatic login button. (SSO with Okta) All questions regarding the usage of the application are answered by the Key users List of the Key users Access: The request has to be made through MyITcorner. They are in the the category "Applications" in the sub-category "Operation tools > Healthcare". The request can also be find in the search bar with the name of the application. Example : SALESFORCE -> https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=6505a00a4f9c5700eaa6ab6ba110c7f7 other requests on MyITcorner: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=f560a5841be2bc90510c7db4464bcb2d URL: https://seppic.my.salesforce.com/ picture STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, be careful if it is un access request (It is not an incident when a user says : I can't see ..., I no longer have access to ..., I could do before ..., etc...) create a ticket with the catalog request of the concerned application, copy the text in the comment, close the incident with the number of the request in the closing note and this comment "Access request is not an incident". If you don't be able to create the catalog request in the closure note put the link of the catalog request to use. 4. Assign the ticket to the group corresponding with the Business service LOGGING CATEGORISATION:IN CASE OF REQ:MyITCorner Assistant IN CASE OF ISSUE/ESS: Business service: BSE-Customer & Sales Management-SALESFORCE Configuration item: SALESFORCE SEPPIC - PROD Category: ApplicationSubcategory: Bug \ Defect Assignment group (if not for REQ): BSE-SALESFORCE-L2 TICKET TYPE: REQ / Incident ARTICLE TYPE: FCR / Assignment TEAM: L1 / OSS
REGION:GLOBAL ENTITY:ALL SYMPTOMS: Adobe Acrobat is freezing or crashing BEFORE YOU START: Check the software version in Apps & Features, e.g. 'Adobe Acrobat Pro 11' This is for the full version of Adobe Acrobat, not for the Reader STEPS: 1. Close Adobe Acrobat Verify it is completely closed in the Task Manager. 2. Clean the temporary files: %temp% Skip anything needing admin rights, skip files in use 3. Open Adobe Acrobat long enough for it to start the update; from two to five minutes. If it isn't starting any updates, click on "Check for updates" 4. After the update, Adobe Acrobat should run as normal. 5.- If unable to find the "check for updates" option, follow next process: Windows Settings> Applications> Adobe> Modify > Repair > OK This process does not require a reboot. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC hostname Category: Application Subcategory: Functional / Technical Issue Resolution Notes: Application repaired successfully TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: You need to use the diagnostics tool for troubleshooting. STEPS: UEFI: The UEFI-based tool is a comprehensive set of tests for identifying, isolating and diagnosing hardware issues. The tool executes outside of the operating system allowing hardware failures to be isolated from issues that could be caused by the operating system. Before you start the diagnostic you need to download the tool: https://support.hp.com/us-en/help/hp-pc-hardware-diagnostics To run the UEFI-based tool, turn on the computer and quickly press the F2 key. How to do it properly: 1- Hold the power button for at least five seconds to turn off the computer. 2- Turn on the computer and immediately press esc repeatedly, about once every second. When the menu is displayed, press the f2 key. 3- On the main menu, click Component Tests. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of the pc Category: Devices Subcategory: Hardware Situation: depending if the pc is under or not under warranty TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: Unit Overheating, poor performance, fan turning fast all the time. STEPS: 1- Remove all devices connected to the unit 2- Perform hard reset 3- Update BIOS Please check all the steps and if it is still not working send to HP group. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of the pc Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-USER DEVICES PARTNER HP TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: OSS
Cirrato / Direct Print - Connection server DHCP impossible error
English
j-e.wagner@eu.corp.airliquide.com
52
Olivier PEJOINE-SC
Printing / Devices
Published
2025-10-06 8:46:14
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
7
2025-10-06 8:43:34
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Users are unable to print by Cirrato / Direct Print printer due to "Connection server DHCP impossible" error POSSIBLE CAUSES: The IP address of the printer is not allowed on the SMTP server. STEPS: User must raise the request "Create SMTP access for an application or a printer" in GIO IT Catalog. If the user does not have access to the request form, she/he should contact the IT Approval or Budget Approval. Link: https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3Dbd392b7ddbeb6998f1ad46621596195e%26sysparm_link_parent%3Dccdf6eab4f062f009864ca1f0310c754%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dcatalogs_default Path of the request: GIO Services -> End-User Workplace -> G Suite & Messaging ->Create SMTP access for an application or a printer LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Assistance with software request In case of blank ESS Incident submitted by the user: Ticket template to be used: GLOBAL - My IT Corner - Request Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITCorner Assistance form submitted. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Agenda not found in calendar. POSSIBLE CAUSES: Agenda is not created STEPS: Check agenda in CA_AGENDA table with selected date. SELECT * FROM dbo.CA_AGENDA WHERE PRESENTATION_DATE = #CALENDAR DATE# LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - eAline Category: Application Subcategory : Bug/Defect Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
agenda, agenda not created, agenda not found, airliquide, aline, calendar, com, corp, created, deepak, eapps, english, found, hasani-sc, j-e, not, wagner@eu
NaN
KB0021659
Hardware issues with Datalogic Handscanners
English
j-e.wagner@eu.corp.airliquide.com
30
Dennis ROSENKRANZ
Uncategorized
Published
2025-08-08 11:02:49
5
GIO Service Desk
NaN
#########
NaN
BHC - VADE - Internal IT
NaN
NaN
NaN
2
2025-08-08 11:02:02
#########
NaN
BHC-VADE-IT
COUNTRY/REGION:Germany ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User report a hardware issue with Datalogic Handscanner. STEPS: Please inform the user that hardware issues are not supported by us and the user need to contact the keyuser/owner of the device. LOGGING CATEGORISATION: Business service: BHC - VADE - Internal IT Category: DevicesSubcategory: Support \ Assistance Resolution Notes: User was informed that he needs to contact the key user/owner of the device. TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
Intelligent HUB - Android Device: account is not allowed to enroll
English
j-e.wagner@eu.corp.airliquide.com
117
Alexandre BONNAIRE
OKTA / Mobile Enrollment
Published
2025-09-11 11:49:07
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
10
2025-09-11 11:48:05
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot enroll his/her Android device. User receives error message during the enrollment: "Your account is not allowed to enroll. Please contact your system administrator" STEPS: 1 - Restart device and try again. 2 - If KO, Check prerequisites as per KB0044843 3 - If prerequisites are correct, proceed with reenrollment as per KB0042500. --> If still KO, contact an SME assign incident to GIO-EUS-GOPS-WORKSPACEONE-L3 with detailed description and screenshot of error message, only after contacting SME LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrollment Resolution Notes: User re-enrolled the device on Intelligent Hub. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
account, admin, administrator, airliquide, airwatch, alexandre, allowed, android, bonnaire, cannot enroll, com, console, contact, contact administrator, corp, device, english, enroll, enrollment, enrolment, failed, failed to enroll, failure, hardware, hub, id, intelligent, intelligent hub, j-e, mdm, mobile, mobile phone, not, one, organisation, phone, shield, smart, smart phone, wagner@eu, workspace, wrong, wrong organisation, your, your account is not allowed to enroll
NaN
KB0050324
HITS - account issues
English
j-e.wagner@eu.corp.airliquide.com
6
Peter RIZKALLA
Uncategorized
Published
2025-09-29 14:36:09
6
GIO Service Desk
NaN
#########
NaN
BAMEI - HITS - Human Resources
NaN
NaN
NaN
1
2025-08-08 11:04:51
#########
NaN
BAMEI-EGYPT-LOCAL-APPS-L1
COUNTRY/REGION:EGYPT ENTITY:BIS EGYPT SYMPTOMS: User is unable to login to HITS, and the dedicated My IT Corner request is not available for them. BEFORE YOU START: Please follow KB0021823 STEPS: Create an INC, and assign it to BAMEI-EGYPT-LOCAL-APPS-L1 LOGGING CATEGORISATION: Business service: BAMEI - HITS - Human Resources Configuration item : HITS - Egypt - PRODCategory: Application Subcategory: Account and Password Assignment group : BAMEI-EGYPT-LOCAL-APPS-L1 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
Gideons ARS - Unable create DO with manual price products
English
j-e.wagner@eu.corp.airliquide.com
16
Srichandra R-SC
Uncategorized
Published
2025-07-29 18:11:14
6
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
6
2025-06-18 10:23:10
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User encounters error message below upon creating a DO for customer and adding product. "This product is manually priced product, you are not eligible to enter this product." STEPS: Run this query below to check the Price_Act of the Product SELECT * FROM PRODUCT WHERE PROD_NO LIKE '%CCZZZ1%' ---> PRICE_ACT = M (MANUAL) Enable the "Display Price" Setting of the user in AL Security. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:SPAIN ENTITY:BIS HOME HEALTHCARE SYMPTOMS: A GASMEDI user is calling because of an issue with a HOMES PDA. BEFORE YOU START: Make sure that the user is using a SERVITRAX PDA. If not, kindly follow KB0012597 STEPS: Redirect the user to the Key user, Jorge SANCHO. His contact is +34667129753. Do not assign it to BHC-SUPPORT-L1. LOGGING CATEGORISATION:Request: "Show where to go" ---> IT Manager or related lineIN CASE OF ESS: Business service: BHC - Other applications Category: DevicesSubcategory: Support Assistance Resolution Notes: Redirect user to the Key user. TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
BLAC - Check trip No of cancelled BLAC DO and who cancels it
English
j-e.wagner@eu.corp.airliquide.com
37
Siti Noor WAHAB-SC
Uncategorized
Published
2025-07-29 18:26:44
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
36
2025-07-25 9:48:05
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User needs to know the previous trip No of cancelled BLAC DO and who has cancelled it BEFORE YOU START: Please make sure to include DO No. to the ticket before assigning to L1.5 STEPS: 1. Check DO_ID SELECT DO_ID,* FROM BLAC.DELIVERY_ORDER_MAPPING WHERE ARRANGEMENT_NO='TW9721' 2. Check Trip_ID and who cancels it SELECT TRIP_ID,USERID_LAST_UPDATED,STATUS_ID,* FROM BLAC.TRIP_STOP_CONTROL WHERE DO_ID='2094763' -----99=CANCELLED Note: DO_STATUS_ID DO_STATUS_CODE DO_STATUS_DESCR 0 A Active 10 T Committed 15 P Printed 16 D Delivered 20 C Confirmed 99 Z Cancelled (SELECT * FROM BLAC.DELIVERY_ORDER_STATUS) 3. Check Trip No SELECT TRIP_NO,* FROM BLAC.TRIP WHERE TRIP_ID='716677' LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Category: ApplicationSubcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, blac, blac do, canceler, cancelled, cancelled do, cancels, check, com, corp, do, english, j-e, no, noor, siti, trip, trip no, wagner@eu, wahab-sc, who
NaN
KB0012589
Chrome OS Device - how to Sign-in
English
j-e.wagner@eu.corp.airliquide.com
65
Maik GERHARDS
Uncategorized
Published
2025-07-29 19:49:49
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Chrome OS
NaN
NaN
NaN
15
2025-06-23 11:53:31
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to sign in to Chrome device. STEPS: 1. Enter the Air Liquide Google mail address. 2. Enter the Google password 3. Enter the 2-step verification code you received on smartphone, then click on "Verify" 4. Choose an image for your profile 5. If the enrollment is successful a message is displayed LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Configuration item: hostname Category: Devices Subcategory: Support / Assistance Resolution Notes: SD guide the user on how to sign in to Chrome Device TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, chrome, chrome os, chromebook, chromebox, com, corp, device, english, first, first sign-in to chrome device, gerhards, hardware, how, j-e, log, log in to chromebook, login, login to chromebook, login to chromebook or chromebox, maik, os, sign, sign in to chromebox, sign-in, sign-in to chromebook, wagner@eu
NaN
KB0055125
HP - Memory Issue
English
j-e.wagner@eu.corp.airliquide.com
21
NaN
Uncategorized
Published
2025-08-18 9:40:43
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
0
2025-08-18 9:40:24
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: Example: computer does not turn on, blue screen, error during use or during boot. STEPS: 1- Check beep status and Num/Lock led 2- Perform hard reset 3- Test Memory using the UEFI Tool (HP PC Hardware Diagnostics) and provide the error code Please check all the steps and if it is still not working send to HP group. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of the pc Category: Devices Subcategory: Hardware Situation: depending if the pc is under or not under warranty Assignment group (if not L1): GIO-EUS-USER DEVICES PARTNER HP TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: OSS
airliquide, blue, blue screen, booting, com, computer, computer does not start, corp, does, english, hardware, hp, j-e, memory, memory issue, not, screen, start, wagner@eu
NaN
KB0020771
Google -unable to access to a generic account
English
j-e.wagner@eu.corp.airliquide.com
285
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:53
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
284
2025-06-19 10:29:34
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User cannot acces to a Generic Google account. It is asking for password authentication. POSSIBLE CAUSES: The same lumapps login redirect (Kit bug) as KB0011772 BEFORE YOU START: As a generic account it is not configured to be accessed using password but from an Air Liquide station on Air Liquide network, being the station login the only needed to access the Google account.In order to solve this incident make sure user logged in the windows account with the generic account user. DO NOT even try to reset password for generic Google account with the GAST Bot, because it does not work. Generic accounts are not authorized to access Google Drive as per security policy. STEPS: If the user is connected to the AL network, please take over the machine or guide user by phone.Type or ask user to type mail.airliquide.com If it is KO, then in Chrome press Ctrl+Shift+Delete bottoms, in the "Basic" tab select "All time" and tick the 3 optionsIn the "Advanced" tab select "All time" and tick browsing history, download history, cookies, cached images and files (first 4 options in clear browsing data) and click clear browsing data option. Close then re-open Google Chrome. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Access \ Rights Resolution Notes: Assisted user accessing his generic account. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling for assistance regarding Gmail notifications. STEPS: Provide link to the user: https://support.google.com/mail/answer/1075549/modifier-le-param%C3%A8tre-de-notification-par-e-mail-ordinateur?hl=fr LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will provide the user the link to set up notifications. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Desk phone system upgrade ( CN004 Shanghai Phoenix )
English
j-e.wagner@eu.corp.airliquide.com
36
Jen Yip NG-SC
Uncategorized
Published
2025-06-18 11:19:47
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - Telephony
NaN
NaN
NaN
3
2025-06-18 11:18:19
#########
NaN
BAP-ALVN-SD-L1
COUNTRY/REGION: CN004 ENTITY: APAC SYMPTOMS: Desk phone on CN004 site (Shanghai Phoenix) have upgraded recently, POSSIBLE CAUSES: The user may be experiencing issues with outbound calls to external lines, and/or reconfiguration of the new desk phone is required. BEFORE YOU START: Please confirm if the users located at the CN004 site are experiencing any issues. STEPS: Gather user information, log a ticket, and assign it to the China OSS team. Inform the user that the device will be sent back to the OSS team for reconfiguration or replacement (if necessary) once the OSS team receives the incident ticket. LOGGING CATEGORISATION: Business service: BAP-HUB-Telephony Category: Devices Subcategory: Support \ Assistance Assignment group (if not L1): GIO-EUS-FS-CHINA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User enrolled his/her phone to Intelligent HUB, they see the files on the Drive, but can't edit them, they appear as "view only", although on PC the same files are editable. STEPS: Ask user to install the relevant application (Sheets, Docs, Slides etc.) to be able to edit the files.If already installed, but has option to update, then "update" it. 1. Navigate to the Workspace folder > PlayStore > select the app > Install or Update > > > or If still KO:1. Unenroll (as per KB0013851) and re-enroll the device (as per KB0013840)2. Install or update the relevant application (as above) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Support / Assistance Resolution Notes: Guide user on reenrollment of device. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bolton, can, com, corp, device, drive, edit, english, files, hardware, hub, intelligent, ipad, iphone, j-e, mobile, not, only, phone, robert, smart, tablet, tablett, unable, user can't can not cannot unable to edit files on the drive on mobile device smart phone tablet tablett mobile phone iphone ipad view only, view, wagner@eu
NaN
KB0042899
IBM/Tivoli - Cannot reset CARM password
English
j-e.wagner@eu.corp.airliquide.com
159
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:32
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
48
2025-09-11 11:29:42
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to have his CARM password reset to be able to access CARM but when the agent tries to change the it in IBM/TIVOLI there is an error message. BEFORE YOU START: Confirm that the user has an active CARM account. STEPS: 1 - Confirm that the user has an active CARM account. If user does not have an active CARM account follow KB0013435 2 - User should have received his credentials to access CARM via email. Check with user his Air Liquide Gmail inbox to see if he received an email from CARM containing his credentials. If he has received it follow KB0012376 3 - If user has an active CARM account and has not received the credentials via email or the credentials received do not work, collect the information and screenshots and assign the incident to GIO-SEC-CARM-L2. The CARM team will send the user his credentials by email. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - CARM - Issue Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: User from PL-AL POLAND/PL-ALKAT would like to have access to IntelliCad software. STEPS: Intellicad is a similar to AutoCad app. It needs admin right to installation and key activation. Licence managed by Local SD (to be activated only once) - PL-AL POLAND-ONSITE-L2 LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Hostname of PC Category: Application Subcategory: Support / Assistance Assignment group: PL-AL POLAND-ONSITE-L2 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EU ENTITY:HOMECARE SYMPTOMS: User needs an Isadom account STEPS: Access concerns 2 types of users: The ISADOM account creation goes via the following link:https://docs.google.com/forms/d/e/1FAIpQLSd-E29hLQnO2fwcXBCRxsep6JlSmh9bSBpDXeRUrkONW2ONqg/viewformIf any other question is raised regarding the account creation or isadom documentation, please refer to KB0013659. LOGGING CATEGORISATION:Show where to go ---> IT Manager or related line IN CASE OF ESS: Business service: BHC - Isadom Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted on creating the ISADOM account TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
account, account creation, airliquide, ask, ask for account, citrix, com, corp, creation, english, isadom, isaom, isaom used in citrix, j-e, new, new account, nicolas, regeasse, used, wagner@eu
NaN
KB0018587
LIMS - Account Creation Request
English
j-e.wagner@eu.corp.airliquide.com
109
James CATO
Uncategorized
Published
2025-07-30 5:56:44
6
GIO Service Desk
NaN
#########
NaN
BAM - Laboratory Management System
NaN
NaN
NaN
28
2025-06-23 10:47:45
#########
NaN
BAM-APP-L2-AmericasDataPlatform
REGION:AME ENTITY:BIS AMER SYMPTOMS: The following article describes the process for creating a LIMS account for a new user BEFORE YOU START: PENDING ON SERVIDE DESK ACCOUNT TO BE AVAILABLE OR INFORMATION UPDATE - FOR NOW GATHER INFORMATION AND ROUTE TICKET ACCORDINGLY Service Desk Citrix (open in AL environment): https://sina-ctxprd.am.corp.airliquide.com/Citrix/InternalWeb 1. Determine the LIMS Instance: Ask the Requester where they are calling from Air Liquide Electronics (ALE) LIMSAir Liquide Advanced Materials (ALAM) LIMSBalazs LIMS STEPS: IF ALE LIMS Ask for the name of the requesting manager (caller should be the requesting manager).Verify that the requesting manager is on the approved list: Approved list: Michael Sloane, Lisa Gamza, Phillip Berry, Brian Nordberg.If the manager is not listed in step 2A, inform the user that the account cannot be created and that they must contact Brian Nordberg. Connect to the ALE LIMS V7 Prod through Citrix StorefrontOpen Table Manager in ALE LIMS in the second panel of the toolbox.Open the Users table using the second icon from the left (Open Table)You are now in the User Table. Ask for the full LIMS user ID (ex. s.smith, or 102653) of an equivalent user in the Requestors team. Use the third icon from the left (Open Record) to query it.You are now in the screen to view the profile of an existing user. Use the sixth icon from the left (Save Entry As) to duplicate the profile. You will be prompted to answer a username for the new user. Guideline is to use the first letter of the First name and the full Last name as username (e.g. BNORDBERG for Brian Nordberg). If the username is already taken, a variant such as including a . or a - is acceptable.Please follow the steps of LDAP Configuration. Contact Brian Nordberg for more information.Click on the Configure button. In the window that opens, enters a temporary password in the . Recommended value is firstname123 (e.g brian123). Passwords are case sensitive.Press OK to close the window and use the fifth icon from the left to Save the record.Inform the user of the username, password and inform them that they should change their password upon login (the system will not force them to do it).Send an email to the Requestor confirming the account creation, copying the approving manager from step 2 of this procedure and mentioning the username from which the account was copied. LOGGING CATEGORISATION: Show where to go --> IT Manager or related line IN CASE OF ESS: Business service: BAM - ATLAS - LIMS Configuration item: ATLAS - AMER - PRODCategory: Application Subcategory: Access \ Rights Assignment group (if not L1): BAM-APP-L2-LIMS TICKET TYPE: REQ ARTICLE TYPE: Assignment TEAM: Apps
Intelligent Hub - Business only - Multiple users need External Applications
English
j-e.wagner@eu.corp.airliquide.com
30
Dennis ROSENKRANZ
Uncategorized
Published
2025-09-11 11:57:29
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
2
2025-09-11 11:55:53
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Germany ENTITY:BIS HOME HEALTHCARE SYMPTOMS: Vitalaire user wants an application not available on Business only Play Store account BEFORE YOU START: If only one user is affected, please follow KB0048349. STEPS: If multiple users require the app: user has to send a mail to to the vitalaire IT (VA.it@vitalaire.de) to get the App whitelisted LOGGING CATEGORISATION: Request to be used: Show where to goRequest details: For which Topic: IT manager of related IN CASE OF ESS: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: MDM Airwatch Category: Devices Subcategory: Support / assistance Resolution Notes: User was guided to send a mail to to the vitalaire IT to get the App whitelisted. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
Intelligent Hub - Business only - Only one user needs External Applications
English
j-e.wagner@eu.corp.airliquide.com
42
Dennis ROSENKRANZ
Uncategorized
Published
2025-09-11 11:58:59
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
2
2025-09-11 11:58:31
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Germany ENTITY:BIS HOME HEALTHCARE SYMPTOMS: Vitalaire user wants an application not available on Business only Play Store account BEFORE YOU START: If multiple users are affected, please follow KB0025779 . STEPS: If only one user requires the Application or one user requires multiple applications advice user to request a mixed usage account via Carm. Please follow KB0014449. LOGGING CATEGORISATION: Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Intelligent HUB Access Request In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to create a Shared drive Note: Shared drive is a new section within Google Drive. Team Drive are shared collaborative spaces with a focus on teams. STEPS: 1. Open Google Drive 2. To the left, click Shared drive 3. Click New and enter a name for the Team Drive 4. Click Add members 5. Enter the email addresses of the members youd like to add to the Shared drive. Note: These can be Google Groups or Distribution Lists also, but only Air Liquide domain addresses! 6. Click the down arrow next to Full to select the access type, then Send LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance IN CASE OF ESS: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PRODCategory: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to create a shared driver. TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: The user needs to install the app IDEA. STEPS: The user has to receive the source from Sandrine STERVINOU. The source and the installation is on a Google Sheet document, Sandrine STERVINOU can give access to it. The user has to request in My IT Corner for Download & install non-standard software as per KB0012053. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: My IT corner request submitted. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The following article describes the support model for Google Voice services/tool in case of any issue BEFORE YOU START: Google Voice is a telecommunication service that is provided by Google STEPS: For the moment Google Voice is fully supported by the Kite team If any issue: Gather all detail description of the situation error message and screenshot Create an incident ticket and assign it to the Kite team queue LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Functional \ Technical issue Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:AMEI ENTITY:ALLexcept South Africa and West and Central Africa SYMPTOMS: User is contact to report a situation (issue or request) related to Fix phone/ Landline STEPS: FOR REQUEST: Create a Show where to go request with IT Manager or related line topic and assign it to the correct team. For North Africa: Everything will be locally managed/handled. All the tickets to be assigned to onsite according to the Enduser location: BAMEI-MOROCCO-L2 or BAMEI-TUNISIA-L2 For United Arab Emirates: Everything will be locally managed/handled. All the tickets to be assigned to onsite according to the Enduser location: BAMEI-UAE-L2 For Kuwait and Oman: Everything is managed locally by the site (NOT by the onsite team). Redirect the user to the local support team. CLOSE the adhoc. For SA-Vitalaire: Everything will be locally managed/handled. All the tickets to be assigned to onsite according to the Enduser location: BAMEI-VITALAIRE-L2 For Qatar: Everything will be locally managed/handled. All the tickets to be assigned to onsite according to the Enduser location: BAMEI-QATAR-L2 LOGGING CATEGORISATION: Business service: BAMEI - Fix and Mobile Phones Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): onsite group depending on the country (except Kuwait and Oman) TICKET TYPE: Incident or Request ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to know how to check if a person leaving still is owner of any documents on google drive STEPS: Type the name of the person for whom you need to check if has any documents on drive as owner If the person has any documents where he is owner then it will look like this: If the person has NO any documents where he is owner then it will look like this: LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Drive Category: Application Subcategory: Support \ Assistance Resolution Notes: User was assisted to check if he owns the document. TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
airliquide, any, check, check if a person leaving still is owner of any documents on google drive, com, corp, data, document, documents, drive, english, google, harold, if, j-e, leaving, ousset, owner, owner of drive data, owns, person, still, wagner@eu
NaN
KB0020781
Google Groups - messages sent don't appear in inbox
English
j-e.wagner@eu.corp.airliquide.com
45
Harold OUSSET
Uncategorized
Published
2025-08-07 8:10:25
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
14
2025-08-07 8:09:38
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Messages sent to email alias or group don't appear in inbox. BEFORE YOU START: When someone sends a message to a group and she/he is a member, it won't appear in his/her inbox, but in the 'Sent' messages. More information about labels can be found at https://support.google.com/a/answer/1703601 STEPS: To prevent clutter, Gmail doesn't route messages that you send to your own alias (or to a group you belong to) to your inbox. You can find the message in Sent Mail or All Mail. If you need to see messages sent to your alias in the Inbox, you can configure the alias as an alternate "Send mail as" address for your account. More information can be found at https://support.google.com/mail/answer/22370 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Situation: Service Question / Assistance [Incident] Resolution Notes: We informed the user about the 'Sent' messages. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, appear, com, corp, doesnt, don, email, email doesnt appear in the inbox, english, google, google groups, groups, harold, inbox, j-e, message, message doesnt appear in inbox, messages, ousset, sent, wagner@eu
NaN
KB0025580
Draftsight - license update
English
j-e.wagner@eu.corp.airliquide.com
119
Jerome BACHELERIE
Uncategorized
Published
2025-07-30 11:08:53
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Entreprise Apps Store
NaN
NaN
NaN
29
2025-05-22 12:51:50
#########
NaN
GIO-EUS-GOPS-Apps-Deploy
COUNTRY/REGION:GLOBAL ENTITY:BIS EUROPE SYMPTOMS: User cannot connect to draftsight because the license has been expired. BEFORE YOU START: Check first the correct error message that shows that Draftsight license has been expired. STEPS: - Request to user the IP adress. - Connect remotely to user pc via VNC. - Remove the old version and reinstall the new one from the link below https://drive.google.com/file/d/1yPc_MFI00guF8NmgGmW7bZi5XbsMrocU/view?usp=sharing - You will see 3 option, please choose and select Licence Solidworks and use the following code : 25734@saeu-prodp07 If the steps do not work, please follow KB0049048. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Software upgrade - Assistance Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Functional / Technical issue Resolution Notes: User can connect to Draftsight. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with Outlook or Outlook exchange server Steps: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: Functionnal Incidents Category: Application Subcategory: Bug / Defect Routing: BHC-VADE-Outlook TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Intelligent HUB - Airliquide-Corporate connection issues - BUSINESS ONLY USAGE
English
j-e.wagner@eu.corp.airliquide.com
317
Alexandre BONNAIRE
Uncategorized
Published
2025-07-30 6:16:36
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
86
2025-03-26 8:40:44
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User cannot connect Wifi AL corporate / User is having certificate issues / User's rights are not correct. PLEASE NOTE THAT THESE ISSUES APPLY IN CASE OF BUSINESS USAGE ONLY!!! BEFORE YOU START: For internal apps access issue while connected to Airliquide-Corporate , ask the user: App name For internet access while connected to Airliquide-Corporate, ask the user the error message on the browser and which browser is using. 1. Check if the device has the required WiFi or VPN certificate / DEVICES > Details view > PROFILES tab Corporate Android WIFICorporate Android VPN 2. If the certificate is missing from the profiles, check under "certificates" / DEVICES > Detailed view > More > Certificate On the certificate list check the Certificate which has the status installed and the remaining days before the certificate expire 3. If no certificate installed with remaining days / Go back to: DEVICES > Details view > PROFILES tab Go to the Profile tab > Reinstall the certificate missing or expired STEPS: POSSIBLE ISSUES: 1. Airliquide-Corporate connection issue - User Principal Name (UPN) missing Check if Users principal name if filled in the console Open Airwatch console and check the user account : Navigate to Accounts > Users list view > Search the user needed > Click on the pen on the right of the user name like shown below Go to the advanced tab and check if User Principal Name is filled If it is not filled create an incident and assign it to GIO-EUS-GOPS-WORKSPACEONE-L3 If it is filled and the user still cannot connect to Wifi@AL2 create an incident and assign it to GIO-EUS-GOPS-WORKSPACEONE-L3 2. Android device - Certificate issue : Deployment failed - Force deployment thru AW console (Navigate to the device > Profiles tab > Select the requested profile > Click on install) - Try to synchronize thru AW agent on the device (Open the agent app and click on the synchronize button on the top of the screen) - If the device is connected over mobile network, connect it to a public wifi and retry to install it from the AW console - / ! \ If the certificate do not install instantly dont panic it will, ask the user to keep the device connected to the network and wait a few minutes In case the certificate still not installed on the device Assign the incident to GIO-EUS-GOPS-WORKSPACEONE-L3 3. Android device User rights issue The users device has the wifi certificate set but have an error message while trying to connect to Wifi@AL2. Take a screenshot of the error message and route the incident to GIO-EUS-GOPS-WORKSPACEONE-L3 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Connectivity Assignment group (if not L1): GIO-EUS-GOPS-WORKSPACEONE-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L3
admin, admin console, air, air liquide intranet, airliquide, airliquide-corporate, airwatch, alexandre, bonnaire, business, business only, can, can't connect, cannot connect to air liquide wifi, cannot connect to wifi@al2 with mobile, com, connect, connection, connection issue, connection issue failure, console, corp, corporate, corporate network, english, error, failure, hub, intelligent, intelligent hub, internet, intranet, ipad, issues, j-e, liquide, mdm, mdm airwatch, mobile, network, no, no internet on tablet, office, office wifi, one, only, page, page can't be reached, phone, reached, shield, smart, smart phone, software, tablet, tablete, tablett, tablette, unable, unable to connect to wifi, usage, wagner@eu, wifi, wifi@al2, workspace, workspace one
NaN
KB0042792
GTIS Box - issue summary
English
j-e.wagner@eu.corp.airliquide.com
36
Marine PEREZ
Uncategorized
Published
2025-08-08 11:01:12
5
GIO Service Desk
NaN
#########
NaN
ALZ - Remote Asset
NaN
NaN
NaN
16
2025-08-08 10:59:57
#########
NaN
ALZ-AME-GCS-Remote Assets-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: GTIS Box support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) GTIS Box allows IOT4BOS to collect data from PSTN devices User cannot have access to the GTIS Box STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, Assess the priority using below matrix 4. Assign the ticket to the hub support group: EU/AMEI ALZ-EU-GCS-Remote Asset L2 APAC: ALZ-AP-GCS-Remote Asset L2 AME: ALZ-AME-GCS-Remote Asset L2 5. Only in case of P1 incidents kindly inform to the appropriate support team by region: AME: +1-514-876-2855 or +1 800 707 0135Option 4 SupportOption 2 for TelemetryAPAC & EU: +33 1 40 88 95 69 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Remote Asset Configuration item: All GTIS Box: GTIS Box Country - PROD example: GTIS Box China - PROD GTIS BOX Datacenter EU Category: DevicesSubcategory: Support \ Assistance Assignment group (if not L1): EU/AMEI ALZ-EU-GCS-Remote Asset L2 APAC: ALZ-AP-GCS-Remote Asset L2 AME: ALZ-AME-GCS-Remote Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User requests an extract of SIRA users for a plant. BEFORE YOU START: Check whether the user is a SIRA validator as only validators have the access rights to extract user reports. STEPS: 1. After authentication, user will be redirected to SIRA Home Page 2. In the top left click on Reports 3. In this page user can view or generate comprehensive reports and also apply specific filtering to customize reported information based on clear-cut needs. The user will have two types of reports : Session Report: View all access sessions that match the criteria you specified in report filters. (Detailed report)Summary Reports : Provide an overview of session activity over time, categorized by user. (Statistics report) 4. User can apply a filter if needed, then click on Show Report. All the filtered sessions will be shown in a table. 5. User can expand the session to view or download Session Recordings and Chat Transcripts: 6. Click on details to see more details about the session For further details see [SIRA] User Guide for SIRA Site Validators LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Industrial Remote Access Configuration item: GS-P-E0-SIRA-SIRA-PROD-APACCategory: Application Subcategory: Support / Assistance Resolution Notes: Guide user to extract report for Validator from SIRA website TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Egypt ENTITY:BIS AMEI SYMPTOMS: User from Egypt is calling experiencing issues with a HR server or a shared drive . BEFORE YOU START: For shared drive related to OPS please follow KB0022244. STEPS: For any sort of issue regarding a server or a shared drive access , gather information regarding it and assign the ticket to : BAMEI-EGYPT-GIDEONS-L1 LOGGING CATEGORISATION: Business service: BAMEI - HITS - Human Resources Catgeory: Application Subcategory: Access / Rights Assignment group (if not L1): BAMEI-EGYPT-GIDEONS-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: User will like to see all participants appear on the right side of her screen when he/she shares her screen with the participants involve in the meeting STEPS: Unfortunately there is no a direct way, you can either pin the presentation and lose the visibility of the other people in the call.However there is a workaround.Duplicate the Meet TabWhile in the Google Meet, right click on the Chrome tab and choose "Duplicate." This will have you in the Meet TWICE!Use the 2nd TabOn the 2nd Tab you are not the presenter but rather just another participant. You can see the presentation AND the participants on that tab. No pinning of the presentation required. Tip: Mute your mic and turn off the camera on the 2nd tab.You can find more information about How to view people in Google Meethttps://support.google.com/meet/answer/9292748 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance In case of blank ESS Incident submitted by the user: Configuration Item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution notes: SD will guide user on this google meet presenting TICKET TYPE: REQ ARTICLE TYPE: FCR TEAM: L1
airliquide, call, changhou, com, corp, english, google, google meet, j-e, low-sc, meet, participant, people, people in the call, presenting, see participant via presenting, via, wagner@eu
NaN
KB0019090
SOTI - How to Install Android Agent
English
j-e.wagner@eu.corp.airliquide.com
11
J'Rose MATUTINA-SC
Uncategorized
Published
2025-06-19 10:21:12
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
1
2025-06-19 10:19:33
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: End user need assistance to install Android Agent BEFORE YOU START: The device agent is installed on your devices during the enrolment process. It communicates with the SOTI MobiControl deployment server to exchange information about the device and push changes down to your devices. For Android Platform, a minimum device agent version required is 13.5 STEPS: You can download the agents in Google Playstore or on the website Click HERE to download from Google Playstore Click HERE to download from SOTI Website (Refer to the next steps if you want to download from the website) SOTI - Download from SOTI Website Select Android Classic - OEM Specific Agents and PluginsFollow the instructions given on the web by selecting the device manufacturer, model and agent version Scan the QR Code generated by SOTI Note: Do not scan this QR code, this is for demonstration purposes LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Support \ Assistance Resolution Notes: Service Desk will guide the user to install SOTI app TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
agent, airliquide, android, android agent, apac, com, corp, english, how, how to install, install, j-e, matutina-sc, rose, soti, wagner@eu
NaN
KB0054650
HP - opening tickets for unsolved hardware issues
English
j-e.wagner@eu.corp.airliquide.com
83
NaN
Uncategorized
Published
2025-08-18 10:14:31
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
1
2025-08-18 10:14:14
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:EU ENTITY:ALL (except for E&C German and Switzerland) SYMPTOMS: User is having a hardware issue and a SME instructed that a HP ticket should be opened. STEPS: Please open an incident with the below categorization and send it to the team. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Assignment group: GIO-EUS-USER DEVICES PARTNER HP TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: Account issue (User has issue with his/her RMS account). Availability issue (RMS application is not available for the user） Performance issue (User reports performance decreasing and slower operations); Information issue (Users wants to have some information about application or data info about backups, development date, backlog, pending tickets); Bug issue (User reports bug or defects in application behavior or data). POSSIBLE CAUSES: User is not using the respective country link. STEPS: Get all information and assign the ticket to the support team LOGGING CATEGORISATION: Business service: BEC - RMS Category: Application Subcategory: Access / Rights Assignment group (if not L1): BEC-RMS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: YourWay user access roles are assigned in CARM, and Windows security must be aware of the role assignment before the corresponding policies will apply for the end-user. Refer to the YourWay Role Privileges sheet to verify which role is required. https://docs.google.com/spreadsheets/d/19GfUOB0d9O636aKWxvfm6yL5AFCFRDo_EzHH_Yxceqs/edit?usp=sharing BEFORE YOU START: Privileges access or higher is not available for BIS EU users in YOURWAY. If this access role is required user needs to get approval from ISO (LINK) and create an adhoc with the approval attached to it to CARM team. STEPS: How to check? Ensure that YourWay can see the expected roles by running the YourWay Diagnostics tool. 1. Open the YourWay Control Panel from the desktop icon, OR Right click on the CyberArk EPM status icon > Open CyberArk EPM Control Panel 2. Run the YourWay Diagnostics tool from the icon list 3. Wait up to 30 seconds for the diagnostics to complete and display the result window4. Review the results and proceed with the following steps. Is the required role included? Yes: - Reboot the computer. - Re-run the YourWay Diagnostics tool and repeat diagnostic steps. No: continue to Check CARM roles Check CARM roles - As the end- user, go to CARM (https://carm.apps.airliquide.com) - Click on My Access - Click on the tile labeled YourWay - If the tile is not listed, click the large + tile to search for and add YourWay Privilege Maintenance - Make sure the required role is selected Is the required role selected? Yes: continue to Sync Windows security No: - Ask the end-user to submit the request. - Direct the end-user to the YourWay User Guide KB article. https://airliquide.service-now.com/myitcorner/?id=kb_article&sysparm_article=KB0014636#mcetoc_1fpd8tr1h22 - Ask the end-user to wait for the request to be approved, and close the ticket. Is the required role not visible or user need more specific rights like installation? In this case please guide user to make request to My IT Corner. https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=c5d60a221ba10550463b5205604bcb2c - Ask the end-user to wait for the request to be approved, and close the ticket. Sync Windows security Is the computer on an AL network? Yes: continue No: - Connect to VPN - Ask the end-user to lock the computer by pressing Ctrl-Alt-Del and selecting Lock. - Ask the end-user to unlock the computer using their password. Complete reboot 1. Reboot the computer. 2. Re-run the YourWay Diagnostics tool and repeat diagnostic steps. LOGGING CATEGORISATION: IN CASE OF INC: Business service: GIO - EUS - UWP - Yourway Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: We verified the users access roles. IN CASE OF MYITCORNER REQUEST: Request to be used: Show where to go Request details: For which Topic: IT Manager or related line IN CASE OF CARM REQUEST: Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM. TICKET TYPE: Inc & Req ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Gideons/BLAC - Issues can be directly assigned to L2. POSSIBLE CAUSES: 1) System bug 2) Report related issues 3) Limited access BEFORE YOU START: Please make sure to include necessary information to the ticket before assigning. STEPS: Issue List: Ref Ticket ID Description 1 INC0672558 Revert DD to committed status due to incorrect volume confirmed 2 INC0671967 Manual Run Receipt Upload for BatchID 3 INC0669669 VAT for customer/product displays incorrect in report 4 INC0669720 Error when searching for product/material in WIP 5 INC0670154 Unable to confirm and input Gauge in DO 6 INC0670160 No Data in Gideons for BI for ALTH. 7 INC0676978 Bar+360 List of Events in Report function - Not showing previous year 8 INC0673968 Tax not generated in all invoices when it's generated in CN/DN creation LOGGING CATEGORISATION: Business service BAP - HUB GIDEONS Catgery: Application Subcategory: Bug/Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
360, airliquide, apac, assigned, assigned to l2, bar, bar+360, bi, blac, can, cn, com, corp, creation, customer, data, dd, directly, dn, do, english, events, function, gauge, gauge in do, generated, generated in cn/dn creation, gideons, incorrect, incorrect volume, invoice, issues, j-e, julia, l2, list, list of events, manual, manual run receipt upload, material, no, no data in gideons for bi, not, product, ramlan-sc, receipt, report, report function, revert, revert dd, run, search, search for product in wip, searching, searching for material in wip, tax, tax invoice, tax not generated, upload, vat, vat for customer, vat for product, volume, wagner@eu, wip
NaN
KB0022124
Google Gmail - Delivery Status Notification
English
j-e.wagner@eu.corp.airliquide.com
115
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:54
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
53
2025-05-23 9:57:06
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she is unable to send email to an external user. User receives a Delivery Status Notification (failure) message: STEPS: Inform the user that the external/Business partner user must contact the administrators of their domain to fix the issue. An error 5XX is a permanent error and you need to contact the recipient with this information. They need to fix the issue as there is nothing the Kite team can do on Air Liquide side. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Kite/Google - assistance Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Gmail Category: Application Subcategory: Support / Assistance Resolution Notes: User was instructed to contact the recipient to report the issue and request them to fix it. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
MIR INC0633316 - Can't access google suite?email, hangout,google dirve and so so? (September 25th, 2
English
j.perez-secaduras@eu.corp.airliquide.com
3
Jerome BACHELERIE
Uncategorized
Published
2025-02-13 14:54:48
13
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2020-09-25 6:21:34
#########
NaN
GIO-EUS-GOPS-DWP-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Can't access google suite?email, hangout,google dirve and so so? INC0633316 - September 25th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 38 min Executive Summary Classification : "Major business apps outage" For information, the outage is not of 3 hours but 38 min On September 25th, 2020 at 3:12 GMT+2, APAC team reported an incident, affecting acces to GMAIL on APAC Scope impacting several users in APAC. The symptoms of the incident were difficulty to access to GMAIL, or high latency. The a priori root cause was that it an issue of Google Infrastructure failover issue related to Google Front End Servers The resolution of the incident consisted in decrease the memory overload of the Google Front End Servers. On September 25th, 2020 at 04:08 GMT+2, the incident is resolved, leading to a service disruption of 38 Minutes Major steps leading to incident resolution1 September 25th, 2020 03:12 : Detection by Apac team of Kite Gmail issue 04:08 : Google informed all customers that the issue is solved Initial root cause For this incident, two service changes contained an error that resulted in a significant increase in the number of backends accessed by GFEs in this pool. The particular nature of these changes additionally meant that they would be distributed to all GFEs in this pool globally, instead of being limited to a particular region.While the global aspect was intended, the magnitude of backend increases was not. The greatly increased number of programmed backends caused GFEs to exceed their memory allocation in many locations.GFE has many internal protections which are activated when there is memory pressure, such as closing idle connections or refusing to accept new connections, allowing them to keep running despite a memory shortage. Tasks which exceeded memory limits were terminated. The combination of a reduced number of available GFEs and a reduction in accepted connections meant that traffic to services behind the impacted GFE pool dropped by 50%. Actions plan Google are adding additional protections to both in order to eliminate this class of failure. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042136. RCA provided by Google: https://status.cloud.google.com/incident/zall/20010
25th, access, airliquide, bachelerie, bis, bis e&c, can, com, corp, dirve, email, english, google, hangout, inc0633316, jerome, mir, perez-secaduras@eu, september, so, suite
NaN
KB0054253
MicroSIP Softphone Configuration Setting
English
jackkeong.wong@as.corp.airliquide.com
13
NaN
Uncategorized
Published
2025-08-11 10:31:43
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
2
2025-08-11 10:31:26
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: Vietnam ENTITY: BIS APAC SYMPTOMS: End-users request further assistance regarding modification / configuration setting of MicroSIP application (Softphone application). STEPS: Get all details information such as PC Hostname and the version of MicroSIP Software if possible. Create ticket and assign to the Vietnam OSS Team LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Assignment group (if not L1): Vietnam L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
OBC Tablet Remote connection to tablet and managing files on tablet
English
jackkeong.wong@as.corp.airliquide.com
51
Muhammad Faiz BIN AZIZOL-SC
Uncategorized
Published
2025-07-29 18:11:15
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
14
2025-07-17 9:27:24
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User ask Service desk to remote or SD would like to remote to tablet BEFORE YOU START: User need to know IMEI number in order for agent to remote.If User dont know the IMEI number ,please get the Tablet name (Eg. ALJOBCxxxLive). From the tablet name,you can find the tablet IMEI from the TAB link below: TAB6 > https://docs.google.com/spreadsheets/d/1tEZv4Z42Za25uCEyJXp12UIjFrSLs2IF0akQ2be787Q/edit#gid=0 TAB5 > https://docs.google.com/spreadsheets/d/1te_dzMWVYcoEuNFLdLi98AatxDjbEnejpswB3OI-GfE/edit#gid=0 , change the access point back to OBC STEPS: Login to WS1(Workspace console): １．???WS1????????????? https://console-workspace.apps.airliquide.com/AirWatch/Login?ReturnUrl=%2FAirWatch%2F ２．Username????Next???????? ??????????ID??????????Service Now???? ３．Password????Log In???????? ４．WS1??????????DEVICES???????List View???????? ５．?????????????????Search List??????????15??IMEI??????ENTER??????????????????????? ????????????????????????????????5????????????????????????????? ?????????????15??IMEI??（??） ?????????????15??IMEI??（??） IMEI???????????????（ALJOBCXXXLIVE）??????????? ????????????????????IMEI??????? Link: https://docs.google.com/spreadsheets/d/1tEZv4Z42Za25uCEyJXp12UIjFrSLs2IF0akQ2be787Q/ ６．???????????????????????????????????? ７．????????????????????????????????? Once logged in to WS1 , Remote to tablet(Link to TAB5 and TAB6 spreadsheet can be found on symptom above): WS1???????????DEVICES--List View?????????????????????Tablet???????????????IMEI?????????????????????????Lenovo_TAB6_?????? or Lenovo Tab5 ????????????????Mapping??????? General info?????????????????????????????? （??） ??????????????????????????? ??????????Enter??????????????? [Share Screen] ???????????????REMOTE ASSIST?????Share Screen?????? ?????????3Step???Success?????????????? ???????????????????????????????????????????????????????????????????????????? Sending Message?4????????????? ?????????????????????????? ??????????????????Assist???????????????? ?????????????????????????????? ????????????????????????????WS1????????????????????????????????????????????????????? (you can't control the tablet but you can guide the user to control) Share Screen?????????×?????????? Data Download and Upload during remote session: [Manage Files] ???????????????REMOTE ASSIST?????Manage Files?????? ?????????3Step???Success?????????????? Sending Message?4????????????? ???????????????????????????? ??????????????????Assist????????????????????????? Assist???????????????????????????????????????????????????????
English
jackkeong.wong@as.corp.airliquide.com
22
Mariacecelia FERNANDEZ-SC
Printing / Devices
Published
2025-08-11 10:48:48
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
4
2025-08-11 10:48:32
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Example issue: Error Execution has stopped due to a run time error when launching MS Access File Gideons Barcode Printing Program STEPS: Run bat file located in below drive. https://drive.google.com/drive/u/0/folders/1EYCg5OuJF-kP2CWZMlJ6cCCfrSy_QIm2 LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: SD will remote in to the users PC and run the bat file TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling because the VPN connection by Ivanti (Pulse) is getting disconnected regularly. BEFORE YOU START: Check the followings: if user has an Okta account -> check the account in OKTA dashboardif user has a SRA account role => check in CARM, if user does not have one it should be requested as per KB0011600 If all the checks are done it is necessary to see with the GIO-SEC-PSS-RUN-L2_L3 team which manages the SRA tagged in BS Ivanti (Pulse). STEPS: 1. Perform speed test without VPN connection: https://www.speedtest.net/ 2. Take screenshot of the result: including Ping / Download / Upload speed 3. Perform the same during VPN connection 4. Ask user if he/she can connect to a different network (e.g. Hotspot) 5. Try connecting with different gateway (such as North America in the morning or China in the afternoon) 6. Check whether Zscaler is installed on the PC. If not install it according to KB0039436. If the issue persists assign incident to GIO-SEC-PSS-RUN-L2_L3 team with the screenshots of the speed test results. LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: Secure Remote Access - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group: GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:CHINA ENTITY:BIS APAC SYMPTOMS: User have some question about WeCom BEFORE YOU START: P2 is the highest priority ticket we can assign for any issue related to WeCom, even though it's affecting multiple users. STEPS: (1) WeCom have 2 type of user WeCom have 2 user type, employee who join AL after 15th May 2024 require to apply access, send email to cn-wecomadmin@airliquide.com (please provide email address & user type want to apply in mail) *It will be launched on CARM later. Users can apply at CARM at that time. -User need to take approver from his/her line manager for request Licensed user via Email, after getting approved, user need to forward the approval email to cn-wecomadmin@airliquide.com (2)Basic user will not able to initial chat with anyone (include internal staff)-Only the licensed user can initiate chat with normal user -Join the Group chat create by Licensed user, to initial chat with internal staff who is in same group (3)How to join a meeting in WeCom through AL PC (1) WeCom application has been installed in your AL PCs. Please run it by searching WeCom in your computer. If WeCom has not been installed on your computer, you can request WeCom installation in myIT Corner （https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=36472f49db0e4ed0f1ad46621596190f） (2) -If you received WeCom ID through Google Calendar, Copy meeting ID and paste it in WeCom(Meeting -> Joining meeting -> Meeting ID) to join meeting -If you received invitation through WeCom, Click to join (4)How to get support on WeCom -SD can help user create a ticket and assign it to BAP-GCC-WECOM-L2 for any issue report. LOGGING CATEGORISATION: Business service: BAP-Wecom-Technical Service Configuration item: Hostname Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-GCC-WECOM-L2 Resolution Notes: Follow the tutorials in KB to guide users TICKET TYPE: Incident ARTICLE TYPE: FCR or Assignment TEAM: L1 or L2
airliquide, bts, com, corp, english, general, general info, info, information, jack, jackkeong, keong, wecom, wong-sc, wong@as
NaN
KB0019665
Kite/Gmail - How to change time zone
English
jackkeong.wong@as.corp.airliquide.com
21
J'Rose MATUTINA-SC
Uncategorized
Published
2025-08-11 9:31:20
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
14
2025-08-11 9:28:55
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: If the user calls to change the time zone on their Gmail STEPS: Go to Google MailClick the Google AppsChoose CalendarClick SettingsIn TIME ZONE, click the arrow down in the Primary Time Zone, choose the preferred time zone and it should automatically save the settings. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assitance Request details: Google app: GmailContext: Change Time Zone In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will guide user how to change the time zone TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, change, com, corp, english, global, gmail, how, jackkeong, kite, matutina-sc, rose, time, time zone, wong@as, zone
NaN
KB0039203
Finance systems: Access and functional issues
English
jackkeong.wong@as.corp.airliquide.com
116
Changhou LOW-SC
Uncategorized
Published
2025-05-28 5:18:17
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - AODOC
NaN
NaN
NaN
53
2025-05-28 5:17:49
#########
NaN
BAP-HUB-AODOC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User calling reporting issues with Finance system: FIN-MIS, Self-Inquiry, E-Code Unable to accessFunctional issues BEFORE YOU START: User must have the access right. Refer KB0020536 on how to request via MyITcorner POSSIBLE CAUSES: No access rightBrowser issue STEPS: 1. Clear browser cookies and cache 2. Close/restart browser and try again Note for ticket logging: Ensure the affected system name is documented clearly in the ticket description such as below: LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Configuration item: eApplication - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-HUB-AODOC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: SINGAPORE ENTITY: BIS-APAC SYMPTOMS: Korea Tax Certificate expired Request to install Korea Tax Certificate BEFORE YOU START: Please make sure that the MMS Entity is showing ALAM, example below. STEPS: 1. Create Incident ticket and assign to the relevant team. LOGGING CATEGORISATION: Business service: ALAM Applications Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-ALSGALAM-ALAMIT-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-ALSGALAM-ALAMIT-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Users need assistance to install crystal report software STEPS: Oracle/Crystal Report installer1. \\jp-fstk2\IT-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONS??????\ReportClient_oracle_2.2.0.0.exe 2. Download ALReports.WinUI.exe.config file here 3. Copy the downloaded file and replace the file in C:\ReportClient_oracle folder *Batch file is not working for outside Japan. Please follow below step to install oracle/crystal report. 1. Go to below folder and copy ReportClient_oracle_2.2.0.0.exe file to user desktop.\\jp-fstk2\IT-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONS?????? 2. Download ALReports.WinUI.exe.config file here 3. Copy the downloaded file and replace the file in C:\ReportClient_oracle folder *To create desktop shortcut icon, copy OracleReports shortcut icon from below folder to user desktop \\jp-fstk2\IT-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONS??????\Batch_RCO SAP Crystal Report runtime engine Run both 32-bit and 64-bit installer. For 32-bit: \\jp-fstk2\IT-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONS??????\Crystal_Report\CRRuntime_32bit_13_0_10.msi For 64-bit: \\jp-fstk2\IT-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONS??????\Crystal_Report\CRRuntime_64bit_13_0_10.msi *Run below file if user unable to find the Crystal Report desktop icon. \\jp-fstk2\IT-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONS??????\ReportClient_oracle2.2.0.0-setup.bat LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will assist the users to install crystal report. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Adding User to Service Now Group/Assigning Role for HR BSC
English
jackkeong.wong@as.corp.airliquide.com
86
Laurence AZERRAD
Uncategorized
Published
2025-07-30 12:28:59
6
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
48
2025-05-02 10:01:33
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: HR BSC for adding a user service now queue or access to the HR instance of service now. BEFORE YOU START: Please get the exact group name that user would like to be added STEPS: Create ticket and escalate it to GIO-ITSM DXC Third Party Maintenance Note: If user requires myHR assistance, please provide this link: https://airliquide.service-now.com/esc?id=esc_al_knowledge_home LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Configuration item: ManageMyService - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
CARM - where to check who has right to approve request of the user
English
jackkeong.wong@as.corp.airliquide.com
156
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:28
6
GIO Service Desk
NaN
#########
3.00
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
130
2025-05-02 9:38:27
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User does not know who is his/her CARM approver / who should approve his request submitted in CARM STEPS: The CARM approver can be checked in CARM under "My Information" tab. note: sometimes the validator person is different than the CARM approver. It can be checked in CARM > My Request tab - the request placed by user should have this info in status (hover with mouse over the "i" icon) LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to check who is the approver for his requests in CARM. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, approve, approver, cao, carm, check, com, corp, english, has, jackkeong, request, right, should, state, validator, vincent, where, who, who is carm validator, who should approve request of user in carm, wong@as
NaN
KB0017151
Gideons - User is not linked to Inventory location
English
jackkeong.wong@as.corp.airliquide.com
118
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:01
6
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
45
2025-07-02 3:31:19
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: When accessing WIP, I am getting User is not linked to Inventory location message. POSSIBLE CAUSES: User is not assigned to an inventory location. STEPS: Check if Inventory Location is assigned to that user. - Use the following SQL queries to check: Server Name: AS-GIDPD-GCC USE ....... SELECT * FROM [SVX].[USER_INVENTORY_LOCATION] WHERE USERID= 'xxxx' xxxx: the user id that you want to check 2. If inventory location is not assigned to the user, this can be done in 2 ways: a. Assign the inventory location for the user from backend. b. This can be done in GTS application. If user does not have access to GTS, please raise a service request ticket. - Within GTS application: - Go to Inventory Location Management menu. - Search for the inventory location. - Select Inventory Location that you want to assign the user to and Inventory Location Management displayed. - Go to Users tab. - Select the checkbox next to the left hand of the user name. - Click Save when it is done. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, com, corp, deepak, english, gideons, hasani-sc, inventory, inventory location, jackkeong, linked, location, not, user is not linked to inventory location in gideons, user is not linked to inventory location in wip, wip, wip user is not linked to inventory location, wong@as
NaN
KB0027814
OKTA - User has too many MFA/authentication prompts
English
jackkeong.wong@as.corp.airliquide.com
64
Changhou LOW-SC
OKTA / Mobile Enrollment
Published
2025-09-29 14:45:36
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
15
2025-07-17 9:21:15
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: User reports that they receive too many authentication request/multi factor authentication (MFA) challenges required on their Air Liquide device. STEPS: 1. If a user notices that they have too many MFA challenges or too many authentication required on their Air Liquide device, you should check the device management status 2. Managed device: If the device appear as managed, then the reason for repetitive authentication and MFA prompts is that the app they are trying to access is sensitive (e.g. Security Apps)In this case, inform the user that it is normal. Non-managed device: If the device appear as anything but managed, then this is the reason that they are more likely to be prompted for MFA and repetitive authentication. In this case, an investigation must be made onto the users device to find out why the device is not seen as registered. How to check if a device is managed?1. Go to the OKTA Dashboard and look for the affected user.2. Select the device. 3. Check the management status. OR alternatively from the logs: LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Bug / Defect route to : GIO - SEC - AD - AUTHENTICATION SERVICES L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO - SEC - AD - AUTHENTICATION SERVICES L2
How to Remove Weather and News from Windows 10's Taskbar
English
jackkeong.wong@as.corp.airliquide.com
6
Mohdasnawi MAKMON-SC
Windows - Storage / Performance
Published
2025-09-29 12:51:50
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
11
2025-08-11 9:09:23
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: With the recent Windows 10 Upgrade, one of the added functions is Weather and News taskbar that might take some space on the taskbar, according to some users. By default, when you move your mouse cursor over the Weather widget, it will pop up a panel full of news stories, sports scores, and other stuff from Microsoft News. POSSIBLE CAUSES: New added function after Windows update STEPS: Right-click the Weather icon > go to News and interests > Turn off LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will remote into users PC and assist to remove the weather icon TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User needs to convert the Google Slide to Video Format (MP4) STEPS: Kite Home Page > My Access > Kite Apps Store or click on this URLClick on the Add On, find Creator StudioClick on installOnce successful install, go to the any google slide that need to convert to video formatOn the Toolbar menu, click on the Add-on, choose Creator Studio then Choose OpenA toolbox will be open, Choose Export Format: Video File (MP4), Press GoPress on the Download button beside the Video File (Mp4) LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Install Creator Studio Addon and convert the slide to mp4 format video TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user would like to purchase an Ultra-Light Windows Laptop Ultralight laptops are designed for frequently travelers and will be automatically provided to: APAC CEODirect reports of the APAC CEO Workflow created: Requestor > Immediate Manager > Local Entity CFO/MD > Local OSS Should the CFO/MD of requestor's entity be changed, approval flow may remain pending due to no redesignated person in Service Now Should the CFO/MD be reassigned to a different entity and/or role, said assigned will reject request as unrelated BEFORE YOU START: Please check the following details: Other employees who require an ultralight laptop due to frequent travel will require additional approval when submitting a request through MyITCorner. The request will also require their immediate manager approval. The request will then be forwarded to the entity MD (Managing Director) or CFO (Chief Financial Officer) of the requestor's entity for further approval.If the user already owns any other type of PC device, his device will be substituted with an ultralight laptop. No additional asset will be provided. Similarly, if the user already has other mobility devices such as a tablet it remains the discretion of the entity's Managing Director or CFO to approve. STEPS: Guide the user to submit via myIT corner: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=e18dcf531b6a39d496c763d3b24bcb58Identify the impacted ticket and country/entity of origin of ticketReport the information to involved Cluster IT account manager and inform them to update the group members and groups via service catalog linked below (Automated process) Link: https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_category_view.do%3Fv%3D1%26sysparm_parent%3D5eca26214755f5901585b797536d433a%26sysparm_ck%3D0cd11d221b244ed010b2a822604bcbbf66b9bae148d277cab3a778babed4cece4ea91f49%26sysparm_view%3Dcatalogs_default%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services List of Cluster IT Account Managers are as below (Valid as of 22/02/2024) - AU and NZ - Anisha GUPTA - JP and KR - Zheng JIANG - SEA - Lionel FERRAND - CN and TW - Thomas Zhang Guide user to contact their IT Account Managers Workflow created:Requestor > Immediate Manager > Local Entity CFO/MD > Local OSS LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Support / Assistance Resolution Notes: MyITCorner Assistance request submitted. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, apac, com, corp, english, hardware, how, how to, jackkeong, laptop, light, matutina-sc, purchase, rose, software, ultra, ultra-light, windows, wong@as
NaN
KB0018867
Mobile Device - How to Purchase
English
jackkeong.wong@as.corp.airliquide.com
44
Changhou LOW-SC
Uncategorized
Published
2025-08-11 10:42:22
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
1
2025-08-11 10:41:45
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User would like to purchase mobile phone and iPhone (APAC) STEPS: Advise user to contact HR for purchasing. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Support / Assistance Resolution Notes: Guide user to contact HR for purchasing. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, changhou, com, corp, device, english, hardware, how, how to, how to purchase mobile phone, jackkeong, low-sc, mobile, phone, purchase, purchase mobile, purchase mobile phone, purchase phone, wong@as
NaN
KB0024774
MyExpense - China new reimbursement system
English
jackkeong.wong@as.corp.airliquide.com
76
Changhou LOW-SC
Uncategorized
Published
2025-09-29 14:33:39
6
GIO Service Desk
NaN
#########
5.00
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
46
2025-08-08 10:26:17
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reporting issues/inquiries related to MyExpense/Helios (???) STEPS: 1. User can find the answer for common questions through the feedback module in the Helios (???) App. They can also log their questions in the Q&A. Ticket FCR. 2. If user have any questions, SD guide user to contact Xiaomin.shi (xiaomin.shi@airliquide.com ) - Exclude Taiwan, T&E supervisor. Ticket FCR. NOTE : This is not applicable for Taiwan users LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Category: Application Subcategory: Support / Assistance Resolution notes: Service desk will guide the user to contact Xiaomin.shi (xiaomin.shi@airliquide.com ) for assistance TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article aims to provide information on how to proceed with PRISM application issues or concerns. BEFORE YOU START: PRISM is not the same as PRISM G2 (PRISM G2 belongs to Oracle) PRISM has a web application and a desktop application. Navigate to login: http://ampam-edna-01.am.corp.airliquide.com/PrismMain.aspx#/home User ID: Windows NT credentials Access Request: email LEAD Center team mark.jablinski@airliquide.com with user information, CC: user requested for The email must contain: Justification for their access requestUsers role and locationManager's name PRISM works with SIO (Smart and Innovative Operations) SIO platform URL: https://sites.google.com/a/airliquide.com/li-wim/li-wim/sio-overview-v2/sio-predict-v2?pli=1 STEPS: 1. Gather relevant information: Ask if user has requested access or not (new or existing user)Confirm if this is a first time login or if user was able to access beforeUsing the web application (in browser) or the desktop application (installed)? 2. Is the user able to login? If not, ping the URL: ampam-edna-01.am.corp.airliquide.com If ping not ok, document and assign the ticket to Network L1 If ping is ok, verify windows credentials If still not able to login, assign the ticket to Alizent: ALZ-AME-GCS-Production Asset L2 3. If able to login, but the user has issues inside the application, assign the ticket to Alizent: ALZ-AME-GCS-Production Asset L2 LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: Hostname Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): For network issues: GIO-NET-SUPPORT L1 For application issues: ALZ-AME-GCS-Production Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:INDIA, JAPAN ENTITY:E&C SYMPTOMS: End-user from India E&Cs (IN-EC-DEL) and Japan E&C's (JP-EC-KOB) entity facing hardware related issue or request. (Ticket reference: INC1577859, INC1568667 (Japan)) POSSIBLE CAUSES: Computer accessories (such as: mouse, keyboard, etc) malfunction. Laptop BSOD, etc. STEPS: Get the details information such as the hostname. Create ticket and assign to BEC-EUS-SD-DEL-L1For Japan, assign to BEC-EUS-FS-KOB-L2. LOGGING CATEGORISATION: Ticket template to be used: Hardware issue APAC Business service: GIO - EUS - UWP - Hardware service Configuration item: hostname (Kindly fill up all information including the hostname, before apply the template above) Category: Devices Sub-category: Support / Assistance Assignment group (if not L1): India -> BEC-EUS-SD-DEL-L1 Japan -> BEC-EUS-FS-KOB-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BEC-EUS-SD-DEL-L1, BEC-EUS-FS-KOB-L2
airliquide, com, corp, e&c, english, entity, hardware, india, jackkeong, japan, japan e&c, miranti, ningrum-sc, related, wong@as
NaN
KB0018328
eApps - Not able to search the document
English
jackkeong.wong@as.corp.airliquide.com
14
Deepak HASANI-SC
Uncategorized
Published
2025-07-17 9:33:09
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS
NaN
NaN
NaN
6
2025-07-17 9:32:25
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Not able to search the document. POSSIBLE CAUSES: Document link not saved for selected project. STEPS: 1. Check if the document is available or not 2. Check the Project Access SELECT * FROM CA_DOCUMENT_LINK WHERE REQUEST_ID='#REQUESTID#' LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - eAline Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
able, access, airliquide, aline, com, corp, deepak, document, eapps, english, hasani-sc, jackkeong, not, not able to search document, project, project access, search, wong@as
NaN
KB0020636
How to enable Trace Function in Excel
English
jackkeong.wong@as.corp.airliquide.com
11
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-08-08 10:09:01
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
2
2025-08-08 10:07:27
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: If user called reporting that trace option is disabled. Formula Auditing is greyed out. STEPS: Remote into users machine and follow the below steps. Open the excel file that the user is accessingGo to Formulas, check if the formula auditing is available. If its greyed out, you must enable it.Click File, then options Click Advanced Go to Display options for this workbook, make sure all the boxes are checked and For objects, show is set to ALL. Click OK Trace Precedents/Dependents will be enabled. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only Windows Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: SD will remote in and enable display option in the excel sheet TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, corp, enable, english, excel, fernandez-sc, function, global, how, how to, jackkeong, mariacecelia, trace, wong@as
NaN
KB0050083
WeCom - Join/ invite contacts to group chat
English
jackkeong.wong@as.corp.airliquide.com
24
Jack Keong WONG-SC
Uncategorized
Published
2025-08-01 10:11:16
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1
2025-08-01 10:10:49
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:CHINA ENTITY:BIS APAC SYMPTOMS: How to join a group chat/how to invite contacts to a group chat （Only license users can add external contacts） BEFORE YOU START: P2 is the highest priority ticket we can assign for any issue related to WeCom, even though it's affecting multiple users. STEPS: · You can join a group chat by scanning the QR code provided by a group member. You can also be invited to a group chat when a group member taps + in the chat. · Get group QR code: Tap the three dots in the upper-right corner of a group chat on your mobile or click the three dots in the upper-right corner of a group chat on your PC. It is not supported to join a group with more than 200 members by scanning the QR code. · Join a group chat created by a WeChat user:(1) When a WeChat user initiates a group chat and selects WeCom contacts, this group is a connected group and WeCom contacts can join it using the above methods;(2) When a WeChat user initiates a group chat and selects only WeChat contacts, this group is a WeChat group and WeCom contacts cannot join it. LOGGING CATEGORISATION: Business service: BAP-Wecom-Technical Service Configuration item: Hostname Situation: Service Question / Assistance [Incident] Resolution Notes: Follow the tutorials in KB to guide users TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, chat, com, contacts, corp, english, group, invite, invite contacts to group chat, jack, jackkeong, join, join group chat, keong, wecom, wong-sc, wong@as
NaN
KB0050549
Bar+CFD- Issues
English
jackkeong.wong@as.corp.airliquide.com
143
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-29 14:36:09
8
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BAR+ Customer Feedback
NaN
NaN
NaN
46
2025-05-02 9:22:27
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user is reporting issues 6008 BI report If user is reporting that they cannot access feedback on Bar+ If user is reporting CFD issue via Bar+ BEFORE YOU START: Check if the user has access to the report, if not guide the user to submit request via CARMYou can guide the user using these steps: KB0050550 - How to get access to 6008 - Digital & IT Dashboard/Report STEPS: Gather all information (screenshots, error messages) from the user.Create ticket with all the information.Assign the ticket to the application team LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Customer Feedback Business service: CFD - Customer Feedback data - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: New employee unable to login to MyExpense/Helios (???).Supplier code not created in Oracle. STEPS: Gather affected user id and AL employee id and request Oracle team create the supplier code for user. LOGGING CATEGORISATION: Business service: BAP - HUB ORACLE Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: CHINA ENTITY: BIS APAC _ SYMPTOMS: All issues/inquiries related about MyExpense/Helios (???) STEPS: 1. User can find the answer for common questions through the feedback module in the Helios (???) App. They can also log their questions in the Q&A. Ticket FCR. 2. If user have any questions, SD guide user to contact Xiaomin.shi(xiaomin.shi@airliquide.com ), T&E supervisor. Ticket FCR. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Configuration item: eApplication - PROD Category: Application Subcategory: Availability Resolution Notes: Service Desk will guide the user TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
How to get access to 6008 - Digital & IT Dashboard/Report
English
jackkeong.wong@as.corp.airliquide.com
39
J'Rose MATUTINA-SC
Uncategorized
Published
2025-08-08 10:12:44
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
1
2025-08-08 10:09:30
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC The 6008 - Digital & IT Dashboard provides visibility of our performance through the multiple contact pathways we have with the users, countries, business lines & support functions. SYMPTOMS: User is requesting for access to 6008 - Digital & IT Dashboard Bar+ Customer Feedback Dashboard (CFD) Report Access STEPS: 1. Login into CARM 2. Click on My Access & request for New Access 3. Add BI for Operations 4. Select BI report Viewer 5. Hit Submit Access will be activated once CARM Manager approved the request. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM portal to submit 6008 - Digital & IT Dashboard request. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Service Desk will guide the user to submit request via CARM TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Excel file is flickering, user might write in cells, options are useable. STEPS: Go to Options, Advanced and tick Disable Hardware Graphics Acceleration. If KO, untick then tick again essbase add. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Application Subcategory: Support / Assistance Resolution Notes: MS Excel is not flickering anymore. TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: How to change the color of SAP screen BEFORE YOU START: Go to Customising of Local Layout(Alt+F12) then select Set Color to System. If the option is not visible directly, follow steps mentioned below. STEPS: 1. Open SAP Logon Pad and click on the main menu, then select options. 2. Click on Visual Design 3. Select Theme settings Select the preferred theme and click 'OK'. Close, then re-open SAP Logon Pad, the change will be applied after re-opening it. LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Managed Apps SAP Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will guide the user to change the layout TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
airliquide, change, change sap color, color, colour, com, corp, english, henry, how, jackkeong, laurent, sap, sap color, sap colour, screen, software, wong@as
NaN
KB0053510
Jamboard - to be discontinued in 2025
English
jackkeong.wong@as.corp.airliquide.com
2
Ay SHAH-SC
Uncategorized
Published
2025-08-11 9:25:54
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
0
2025-08-11 9:25:11
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is asking question related to Jamboard function BEFORE YOU START: Jamboard is a digital whiteboard that lets you collaborate in real time using either the Jamboard device (a 55-inch digital whiteboard that works with G Suite services), web browser or mobile app. STEPS: Jamboard will be supported by GIO only until the end of 2024. In the meantime, a substitute for Jamboard is being discussed.For now, user can keep using Jamboard. Once another resource is chosen, all users will be informed. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Access / Rights Resolution Notes: guided user jamboard - is going to discontinue TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
Gideons - How to disable/unable the LTCBS Approval workflow
English
jackkeong.wong@as.corp.airliquide.com
14
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:02
6
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
9
2025-07-17 9:38:28
#########
NaN
BAP-COE-GID-L2
SYMPTOMS: How to disable/unable the LTCBS Approval workflow? STEPS: 1. Run following Query in GIDEONS DB to check whether the LTCBS Approval Workflow is enabled/disabled: SELECT APPLICATION_VALUE FROM APPLICATION_SETTINGS WHERE APPLICATION_CODE = 'LTCBS_CONSUMPTION_UPLOAD_APPROVAL_REQ' If "APPLICATION_VALUE = 'Y'" then the approval workflow is enabled, it the "APPLICATION_VALUE = 'N'" then the approval workflow is disabled. 2. Run the following query to unable approval workflow: UPDATE APPLICATION_SETTINGS SET APPLICATION_VALUE = 'Y' WHERE APPLICATION_CODE = 'LTCBS_CONSUMPTION_UPLOAD_APPROVAL_REQ' 3. Run the following query to disable approval workflow: UPDATE APPLICATION_SETTINGS SET APPLICATION_VALUE = 'N' WHERE APPLICATION_CODE = 'LTCBS_CONSUMPTION_UPLOAD_APPROVAL_REQ' LOGGING CATEGORISATION: If the above steps did not solve the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group: BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Gideons - User is not displayed in CFD open by dropdown for EE Countries
English
jackkeong.wong@as.corp.airliquide.com
17
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:08
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS - CFD
NaN
NaN
NaN
6
2025-07-02 10:30:16
#########
NaN
BAP-COE-GID-L3
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is not displayed in CFD open by dropdown for Eastern Europe Countries. STEPS: 1.For EE Region & Russia Regions check whether the user exist in the AL Security database - [BarDimm_mgmt] . 2. Check the user exist in the table - APPSECURITY.USER_LOGIN. if no - users from the EE Region & Russia exists. Then, add the user from the AL Security Application (Contact Local IT admin ). if user exists, please check the Active_status of the user. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS PROD Category: Application Sub-category: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:CHINA ENTITY:BIS APAC SYMPTOMS: How to make security settings for a meeting？ （Only license users can schedule meetings, set up hosts or co-hosts, and they make security settings for a meeting） BEFORE YOU START: P2 is the highest priority ticket we can assign for any issue related to WeCom, even though it's affecting multiple users. STEPS: I. Meeting management The host or co-hosts can lock the meeting, enable waiting room and hide meeting ID and password. The meeting host can transfer the host role for an unlimited number of times.Lock Meeting: Disabled by default. When it is enabled, new members cannot join the meeting, and the host cannot invite anyone to the meeting. Enable Waiting Room: Disabled by default. When it is enabled, new members in the meeting will be added to the waiting room and will not join the meeting until the host or co-hosts click Access in Participants -> Waiting.Hide Meeting ID and Password: Enabled by default. This option only applies to the homepage. If Hide Meeting ID and Password is enabled, the meeting ID at the top of the meeting page will be hidden. When you invite others to the meeting, the meeting ID is still visible to the invited users. II. Set permissions of participants Initiate Sharing: Enabled by default. When it is disabled, participants cannot share screen.In-meeting Chat: Enabled by default. When it is disabled, participants cannot initiate chats.Allow Members to Unmute Themselves: Enabled by default. When it is disabled, participants cannot enable the microphone. The host can click Suspend all events of participants to keep the meeting in order. When it is enabled, all participates will be muted and their cameras and shared screens LOGGING CATEGORISATION: Business service: BAP-Wecom-Technical Service Configuration item: Hostname Situation: Service Question / Assistance [Incident] Resolution Notes: Follow the tutorials in KB to guide users TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs Chrome OS Device to be remotely controlled for troubleshooting or support. STEPS: Describe the series of tasks that the user must do to solve the problem Installation: Open https://remotedesktop.google.com/support?pli=1 and within the "Share this screen" option, click on the download button 2. pop-up will appear - click on "add extension" Remote control: 1. After installing the needed add-in, the user needs to click on "Generate Code" within the "Share this screen" section User must provide the generated code (12 numbers) to service desk Agent. ! After providing generated code user will need to accept the remote access request pop-up. ! 2. Service Desk Agent needs to open the webpage on their PC and type in the Access Code received from the user in the "Remote Devices" section and then hit "Connect" 3. User needs to accept the remote access request pop-up. Service Desk now wil be able to remote control pc within the Chrome browser: LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Host name Category: Application Subcategory: Support / Assistance Resolution Notes: SD is able remote to user Chrome OS device after install "Share this screen" plugin
Microsoft Teams - Meeting & Video Conferencing China
English
jackkeong.wong@as.corp.airliquide.com
87
Changhou LOW-SC
Uncategorized
Published
2025-08-11 10:32:46
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
19
2025-08-11 10:32:15
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: Microsoft released the Teams app in 2016 as a communication tool. One of the features offered by Teams is video conferencing, which lets user connect with the colleagues. To improve collaboration, user will be able to host and participate in a meeting and video conference with MS Teams. How to authenticate with OKTA?How to install the MS Teams client on a Windows device?The different features of meetings & Conference Calls in MS TeamsHow to host a meeting in MS Teams?How to create a meeting in MS Teams from Google Calendar? BEFORE YOU START: Micorsoft Teams is only going to be deployed to 120 users in China to facilitate the Feng Shui project. User need to be enrolled in Okta to use MS Teams. User can find the How to in MyITCorner. STEPS: How to authenticate with OKTA? 1. Open the Join Microsoft Teams meeting link received in the invite in a supported browser. 2. After opening the link if click the button called Cancel, then 2 options can be selected. Clicking Join in the web instead will launch the web-based MS Teams interface. Authenticate with OKTA on Teams client or Teams online 1. Type the Air Liquide email address 2. Choose the authentication factor 3. Ready to use Teams How to install the MS Teams client on a Windows device? Administrator rights are not needed to install MS Teams Client: Login to OktaUse the following link, Select Teams for work or school and download the softwareLaunch the exe file, once installed, launch the MS Teams client Remark: This is not mandatory as MS Teams is also available through Web interface with small difference. More information here. The different features of meetings & Conference Calls in MS Teams The meeting will be launched as soon as user choose the Meet now option. Once in the meeting, user will see many features as below. User can add additional participants directly during an ongoing conference: 1. Click on the Show participants options. 2. On the right-hand side, enter the name or email address to add a participant. How to share the screen, send a message in the Chat section 1. Select Share content and choose if want to share the computer audio. 2. Select what want to be shared: Screen: show everything on the screen.PowerPoint Live: share a PowerPoint presentation.Microsoft Whiteboard and Freehand by Invision: share a whiteboard where participants can sketch together.Window: share an open window like a specific app that user has opened. Warning: to avoid any connectivity issue, ask to external account to invite user on your Windows email address (xxxx.yyyy@as.corp.airliquide.com) How to host/join a meeting in MS Teams? User can host a Teams video conference on Windows, either through the Teams application or from the browser. How to join a Microsoft Teams meeting from the browser (Web-based)? 1. Open the Join Microsoft Teams meeting link received in the invite in a supported browser. 2. After opening the link if click the button called Cancel, then 2 options can be selected. Clicking Join in the web instead will launch the web-based MS Teams interface. To conduct a conference through the Teams application, follow the steps below: 1. Click on the camera icon under the start a conversation search box. 2. Log in, and navigate to the team/channel where you want to hold a video conference. 3. Set a subject to the meeting, and click on Meet Now to launch the video conference. How to create a meeting in MS Teams from Google Calendar? 1. Pre-requisites: install the Microsoft Teams meeting add-ons in Google Calendar 2. When creating a new meeting, click on the arrow to select Microsoft Teams Meeting instead of Google Meet. The link with all information will be provided to all participants Additional Information: MS Teams Help Center LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will guide the user to set up ms teams meeting TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is going overseas and need assistance to activate roaming for a company provided mobile. BEFORE YOU START: Check if user has access to mobile device in CARM. STEPS: Get all the phone details from the user. Device Information - Make and Model: -Operating System: Get the overseas information (which country, how many days)Create ticket and assign it to the support team. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Application Subcategory: Support / Assistance Assignment group (if not L1): OSS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
activate, airliquide, apac, com, corp, english, how, how to, hub, intelligent, jackkeong, matutina-sc, roaming, rose, wong@as
NaN
KB0017487
Gideons - What can be done if CMS application is offline ?
English
jackkeong.wong@as.corp.airliquide.com
4
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:03
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
1
2025-07-02 4:09:49
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: What can be done if CMS application is offline? POSSIBLE CAUSES: Applications are offline. STEPS: 1. Open ALSecurity Application 1.1 Navigate to Application Module 2. Check to see if any of the application modules listed below are online: - GID_WEB - CMS WEB 3. If offline (the checkbox is unticked), set the status to online by ticking the checkbox. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Category: Application Subcategory: Bug / defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User display language already set to English but the Welcome Screen or Login Screen is showing local language. POSSIBLE CAUSES: Welcome screen language setting not follow current user setting STEPS: 1. Run intl.cpl 2. Click on "Administrative" tab 3. Click on "Copy settings". Admin credential is required to change the setting 4. Check the "Welcome screen and system account" and make sure that the "Welcome screen" setting is same with "Current user" setting and click on OK button. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: Change windows screen language setting TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
Intelligent HUB Failed Enrolment: "Invalid Group ID. Please try again"
English
jackkeong.wong@as.corp.airliquide.com
136
NaN
Uncategorized
Published
2025-08-11 9:22:27
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
12
2025-08-11 9:21:54
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User tried to enroll Intelligent Hub but the hand phone device is having "Invalid Group ID. Please try again". This usually happens when user have both Mixed and Business Usage access. BEFORE YOU START: Check users access in CARM. Check if there is an OKTA Verify App installed on users phone. Check if Intelligent Hub App is downloaded on users phone. Check if user is NOT using Air Liquide Email on his phone profile. Check if the Android Version is compatible to enroll Intelligent HUB STEPS: How to check users phone profile for Android? Open the Settings app, tap Accounts and backup, then Manage accounts and select your email account to view or edit its settings How to check users phone profile for iPhone? Go to Settings > Mail > Accounts, then select the specific email account you want to check and tap on "Account" to view its settings. For guidelines, please refer to KBs below: Learn to enroll your Mixed Usage Android mobile device in Intelligent Hub - KB0027782 Learn to enroll your mixed-usage iOS mobile device in Intelligent Hub - KB0014390 Learn to enroll my Business Only Android mobile device in Intelligent Hub - KB0014543 Learn to enroll my Business Only Android mobile device in Intelligent Hub - KB0014543 1. Uninstall OKTA Verify on users phone first, then reinstall and set it up again. Make sure to reset the authenticators via OKTA Console as well. 2. Go to WS1 console, select the type of usage the user would like their Intelligent Hub to enroll (Mixed or Business). 3. Send QR Code and ask the user to scan. 4. If unable to scan the Intelligent HUB's QR Code, ask the user to try the token ID instead. 5. During the process, user will be ask for a passcode, which would be their phone passcode or PIN. 6. Check on WS1 if users device is successfully enrolled. For Mixed Usage Only 7. If the above steps does not work with the same error, ask the user to go to Intelligent Hub Self Service Portal and add device from there. Link: https://device-workspace.apps.airliquide.com/MyDevice/Landing/#/MyDevice/Device/List LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Application Subcategory: Access / Rights Resolution Notes: Assisted user to rectify the error Invalid Group ID upon enrolling their device to Intelligent Hub. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Reports are not working in GTS Application. POSSIBLE CAUSES: Report URL is not configured correctly. STEPS: 1. Check reports url is correct in RC client installation folder. 2. Look for Servitrax.WinUI.exe config file and check the entry for the report as shown below. LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GIDEONS PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Assignment ARTICLE TYPE : Assignment TEAM : L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If manager/HR or user is requesting to set up new laptop or IT on-site support for new hires (onboarding) STEPS: Get the onboarding date, time and name of the new hire.Create Incident ticket. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Support / Assistance Assignment group (if not L1): Local OSS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user would like to call the BSC HR for their myHR concerns. STEPS: Please advise the user to call BSC HR Team through these following channels: - Using Live Agent Chat (bottom right corner) feature from https://airliquide.service-now.com/esc - Advice user to contact BSC HR Team by dial the hotline number. APAC Phone Number Listing - BSC HR NoCountry/Region(Country Code)Phone NumberLanguageBusiness Hours (in local time) 1Australia+61399174252English0900 - 1800 Mon-Fri 2BATAM+622180675731Bahasa Indonesia0730 - 1630 Mon-Fri 3Indonesia+622180675731Bahasa Indonesia0730 - 1630 Mon-Fri 4Korea+827047844023Korean, English0930 - 1830 Mon-Fri 5New Zealand+6498015074English1100 - 2000 Mon-Fri 6Philippines+63285401392English0830 - 1730 Mon-Fri 7Singapore+6567158466English
Lowenstein Prisma TS Installation error 2068119551 When installing Lowenstein Prisma TS you sometimes run into error: 2068119551 “Microsoft SQL server 2014 Sp2 Installer returned error code -2068119551” Solution: This error is related to a Microsoft Edge Update Download the latest version of Microsoft Edge, and install it. https://www.microsoft.com/nl-nl/edge/download?form=MA13FW Then reboot, en restart the installation of Prima TS LOGGING CATEGORISATION: What is your issue about: My devices Business service: GIO - EUS - UWP - Business only - Windows Situation: Application missing/installation failed. By installation issues: route to GIO-EUS-FS-NETHERLANDS-L2
How/to Create an unplanned outage Definition: an outage is a temporary loss of service of a Configuration Item (unavailability). It can be the result of planned maintenance or operational failure (unplanned outage) In case of planned maintenance, a change should be created and the related outage In case of unplanned unavailability, an incident is created and an outage can be attached. The availability of our applications is part of the SLA agreed with the subsidiaries. In order for the SLA to be accurate, the outage must be filled in for each unplanned unavailability. (cf. KPIs here) To create your outage: 1 - Search for your incident number NB: the outage can be added at any status of the incident ticket (open, resolve, close,...) 2 - Scroll down to the bottom of the page and click on the outage section 3 - Select “New” 4 - Add your application name in configuration item field 5 - Fill in the start date and time of the outage 6 - Fill in the end date and time of the outage and the “display until” (copy/paste the end) 7- Click on save The duration is automatically fulfilled and the KPIs updated daily
How/To Convert an Intake into an Incident using Routing Rules : - Select "Bug/Defect", "Availability" or "Account Issue" to create an Incident - Select "Information Request" to create an Ad hoc Request Then Click on NEXT to convert the intake into an incident -> The ticket will be send to the groupe set in "intake helpdesk" field
Use "Update Situation" when the ticket has been incorrectly qualified and therefore does not impact your team. By selecting the correct Service and/or Application impacted you will automatically have a suggestion of the correct group to handle the ticket.
When users on Paraguay request access to Shared Printers Access via "Run" to \\sa-py-dhcp01 and select the requested printers, then install as ADMIN if requested. Actually we have this Shared Printers: ADMINISTRACION ADMINISTRACION_2 DISTRIBUCION RECEPCION
Como tratar los casos de "Descuadre en el importe de CAJA" que aparece en la pantalla de viaje
English
jaime.martin-luengo@eu.corp.airliquide.c
5
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 18:30:30
6
IT Knowledge
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2024-06-13 10:06:15
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ALZ-EU-GCS-Returnable Assets-L2
Como tratar los casos de "Descuadre en el importe de CAJA" que aparece en la pantalla de viaje --IMPORTANTE: Si el usuario ha hecho alguna venta indicado "En Efectivo" y ha marcado la opción "No Cobrado", --este importe no se sumará al acumulado de CAJA --Esta información puede ser consultada desde la web. Informe "Informes / Distribución / Cobros pendientes" (https://web-gasflow.gasib.com/CepsaPortal/#/pending-collect) --Aun así, si queremos hacer el análisis en bbdd, realizaremos los siguientes pasos --Localizo el Viaje donde se realizaron las ventas a chequear SELECT trip.* FROM TRIP inner join LOGIN lg on TRIP.UID_LOGIN=lg.UNIQUE_ID WHERE lg.LOGIN LIKE '%rlado%' ORDER BY TRIP.UNIQUE_ID desc --Con el valor del campo UNIQUE_ID de la consulta anterior, buscamos la operacion de carga para confirmar el importe que tenía al abrir el viaje select * from WORK_ORDER_DATA WHERE WORK_ORDER_ID IN ( select UNIQUE_ID from WORK_ORDER where trip_id = 2176372 and WORK_ORDER_TYPE = 'LOAD_TRUCK') --A continuación anlizo el json grabado en el campo SOURCE de la consulta anterior, --y busco el valor del campo ""CashAmount"" En este caso fue "CashAmount":0.0 --Con el valor del campo UNIQUE_ID del TRIP que estamos analizando, buscamos las operaciones de venta y vemos la cantidad cobrada y no cobrada --Comprobamos si hay alguna venta marcada "En Efectivo" (es decir [PAY_AMOUNT = null] y como "No Cobrada" (es decir CASHED = 0) --IMPORTANTE: En caso afirmativo, el importe correspondiente no se suma a la caja select cab.CASHED, sum(pay.AMOUNT) [PAY_AMOUNT] ,sum(del.TOTAL_PRICE) [TOTAL_PRICE] from COMMERCIAL_OPERATION_CAB cab inner join COMMERCIAL_OPERATION_DEL del on del.COMMERCIAL_OPERATION_CAB_ID = cab.UNIQUE_ID left join COMMERCIAL_OPERATION_PAYMENT pay on pay.COMMERCIAL_OPERATION_CAB_ID = cab.UNIQUE_ID where WORK_ORDER_ID in (select UNIQUE_ID from WORK_ORDER where trip_id = 2176372 and WORK_ORDER_TYPE in ('COMMERCIAL_OPERATION', 'PDV_COMMERCIAL_OPERATION')) --and cab.OPERATION_DATE <= '2024-06-10 9:45:00' group by cab.CASHED
airliquide, aparece, caja, casos, cepsaportal, com, como, corp, de, descuadre, el, en, english, gasib, https, https://web-gasflow.gasib.com/cepsaportal/#/pending-collect, importe, jaime, la, los, luengo, martin, martin-luengo@eu, pantalla, pending-collect, que, tratar, viaje, web-gasflow
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KB0050344
Chequeo "pólizas asociadas a un almacén están correctamente sincronizadas con su almacen"
English
jaime.martin-luengo@eu.corp.airliquide.c
5
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 19:38:58
6
IT Knowledge
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0
2025-05-22 10:00:53
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ALZ-EU-GCS-Ext. Customers-L2
Chequeo "pólizas asociadas a un almacén están correctamente sincronizadas con su almacén" Pueden darse situaciones con ciertos almacenes en los que un cambio en su configuración provoquen la desincronización de sus pólizas Para chequearlo y corregirlo: Nos conectamos a la base de datos "CEPSADIS_GFWCENTRAL_PROD" y comprobamos si hay algún código postal con pólizas asociadas a un almacén distinto del que debieran: select pc.CODPOS, l.UNIQUE_ID, l.BIZ_ID, l.CAPTION, l.ZIP_CODE, l.PARENT_WAREHOUSE_ID, pc.LOCATION_ID from location l inner join POSTAL_CODE pc on pc.CODPOS = l.ZIP_CODE inner join LOCATION_TYPE lt on lt.UNIQUE_ID = l.UID_LOCATION_TYPE where lt.UNIQUE_ID in (23) and pc.LOCATION_ID <> l.PARENT_WAREHOUSE_ID En el caso de que la consulta anterior devolviese algún registro, habrá que ir ejecutando el siguiente procedimiento almacenado por cada código postal afectado exec [UPDATE_WAREHOUSE_IN_POLICY_SP] ''
airliquide, almacen, asociadas, chequeo, con, corp, correctamente, english, estan, jaime, luengo, martin, martin-luengo@eu, n/a, polizas, sincronizadas, su, un
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KB0048685
Start and Stop Awarenet Preprod Server
English
jaime.martin-luengo@eu.corp.airliquide.c
26
Julian REGY
Uncategorized
Published
2025-07-28 18:30:28
14
IT Knowledge
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2024-03-22 8:25:24
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ALZ-EU-GCS-Returnable Assets-L2
1. Go to jmserver SINA-JMPAP01 2. Open below site in internet explorer in JMP server http://10.198.254.12:8081/login?from=%2F 3. Login : regular windows login 4. Click OnDemandStartStop-EC2-Awnt 5. Click Build with Parameters 6. Select your action 'Start' or 'Stop' Select both servers Click 'Build' buttonexecution result will be shown in the Build history. Also email will be sent to you.
Update the asset Owner and/or the Ownership type update bos.asset set ownership_type_id = , -- client owner_organization_id = where id in (asset.id) 3 different values for ownership_type_id: For "AL" --> 1For "CLIENTS" --> 2For "SUPPLIERS" --> 3 And the owner_organization_id is the ID of the organization (From the Organization table)
Reprocesados Masivos IMPORTANTE: Este tipo de acciones deben ser solicitadas a través de un caso en Salesforce de tipo PETICIÓN O PARAMETRIZACIÓN (normalmente será solicitado por Israel, Oscar o María Jesús) Nos conectamos a la base de datos de producción de Gasib (CEPSADIS_GFWCENTRAL_PROD) Insertamos la cabecera de reprocesado masivo con el valor 99 en el STATUS para que no procese aún hasta que se agreguen las lineas de detalle: INSERT INTO COMMERCIAL_OPERATION_REPROCESS_CAB (CREATION_DATE,CREATION_USER,MODIFICATION_DATE,MODIFICATION_USER,STATUS) VALUES (GETUTCDATE(),-185,GETUTCDATE(),-185,99)GO Comporbamos que el registro se ha creado correctamente y cogemos el valor del campo UNiQUE_ID SELECT * FROM COMMERCIAL_OPERATION_REPROCESS_CAB WHERE STATUS = 99 Insertamos las líneas de detalle asociadas a este reprocesado masivo usando el valor del campo UNiQUE_ID del registro recién creado y las transacciones indicadas por el usuario de Gasib INSERT INTO COMMERCIAL_OPERATION_REPROCESS_DETAIL (COMMERCIAL_OPERATION_CAB_REPROCESS_UID,COMMERCIAL_OPERATION_CAB_UID,PROCESSING_STATUS,PROCESSED_DATE,ERROR_DESCRIPTION,ERROR_MESSAGE) select (select UNIQUE_ID from COMMERCIAL_OPERATION_REPROCESS_CAB where STATUS=99), UNIQUE_ID, 0,NULL,NULL,NULL from COMMERCIAL_OPERATION_CAB where BIZ_ID IN ('c8273934-c140-44fc-88cc-b88de0abd48e','d4a4a77b-9a40-4861-a461-883960d65d83','e629e8bd-854e-4278-b5f0-e8ba9a6b93c8','a00658b2-15de-42c3-86e9-89350e8edcfc' ) and status='P' Cambiamos el valor del STATUS de 99 a 0 para que se comience el reproceso masivo usando el UNIQUE_ID de la cabecera del reprocesado masivo: UPDATE COMMERCIAL_OPERATION_REPROCESS_CAB SET STATUS=0 where UNIQUE_ID= Verificamos que todos los registros se procesan correctamente SELECT PROCESSING_STATUS,count(*) from COMMERCIAL_OPERATION_REPROCESS_DETAIL where COMMERCIAL_OPERATION_CAB_REPROCESS_UID= group by PROCESSING_STATUS
Como Mover pólizas de un grupo de cliente a otro Nos conectamos a la BBDD de Producción de Gasib Buscamos los titulares de las pólizas a mover de grupo SELECT TITULAR_CUSTOMER_ID FROM POLICY WHERE POLICY_NUMBER IN ('2000818445', '2000836330', '2000820532') Buscamos el grupo "EN ACTIVO" (es decir IS_DELETED = 0) al cual están asociados estos titulares y confirmamos que sea el que nos piden dar de baja SELECT * FROM CUSTOMER_GROUP WHERE UNIQUE_ID IN ( SELECT CUSTOMER_GROUP_ID FROM CUSTOMER_GROUPS WHERE IS_DELETED = 0 AND CUSTOMER_ID IN (SELECT TITULAR_CUSTOMER_ID FROM POLICY WHERE POLICY_NUMBER IN ('2000818445', '2000836330', '2000820532'))) --En este caso sería el UNIQUE_ID = 793 Buscamos ahora el grupo al cual hay que asignar estos titulares y nos guardamos el UNIQUE_ID SELECT * FROM CUSTOMER_GROUP WHERE CAPTION = 'Butano regulado 100% C' --En este caso sería el UNIQUE_ID = 620 Insertamos los registros para la nueva asociación titular y grupo de cliente INSERT INTO CUSTOMER_GROUPS (BIZ_ID, CUSTOMER_GROUP_ID, CUSTOMER_ID, IS_DELETED, CREATION_DATE, MODIFICATION_DATE) SELECT NEWID(), 620, CUSTOMER_ID, 0, GETUTCDATE(), GETUTCDATE() from CUSTOMER_GROUPS WHERE CUSTOMER_GROUP_ID = 793 AND IS_DELETED = 0 AND CUSTOMER_ID IN (SELECT TITULAR_CUSTOMER_ID FROM POLICY WHERE POLICY_NUMBER IN ('2000818445', '2000836330', '2000820532')) Damos de baja la relación entre estos titulares y el grupo anterior UPDATE CUSTOMER_GROUPS SET IS_DELETED = 1, MODIFICATION_DATE = GETUTCDATE() WHERE CUSTOMER_GROUP_ID = 793 AND IS_DELETED = 0 AND CUSTOMER_ID IN (SELECT TITULAR_CUSTOMER_ID FROM POLICY WHERE POLICY_NUMBER IN ('2000818445', '2000836330', '2000820532')) Por último, confirmamos que ahora los titulares están en el grupo nuevo solicitado: SELECT * FROM CUSTOMER_GROUP WHERE UNIQUE_ID IN (SELECT CUSTOMER_GROUP_ID FROM CUSTOMER_GROUPS WHERE IS_DELETED = 0 AND CUSTOMER_ID IN (SELECT TITULAR_CUSTOMER_ID FROM POLICY WHERE POLICY_NUMBER IN ('2000818445', '2000836330', '2000820532')))
airliquide, cliente, como, corp, de, english, grupo, jaime, luengo, martin, martin-luengo@eu, mover, n/a, otro, polizas, un
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KB0051803
PowerBI - 1448 - Alizent - Homes Europe Data with errors
English
jaime.martin-luengo@eu.corp.airliquide.c
13
Jaime MARTIN LUENGO
Uncategorized
Published
2025-08-12 12:11:43
5
IT Knowledge
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3
2025-08-12 12:11:10
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ALZ-EU-GCS-Returnable Assets-L2
PowerBI - 1448 - Alizent - Homes Europe Data with errors If we received a ticket which reports errors during the upgrading of the PowerBI data Click on the line with the error and click on the "refresh" button: If the warning remains, contact to the L3 team to do a double check of the issue
SPLUNK/SERVITRAX EUROPE - PROD : Oracle database monitoring breach his threshold for dbconnect:svxma
English
jaime.martin-luengo@eu.corp.airliquide.c
9
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 16:58:41
6
IT Knowledge
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6
2025-06-05 16:10:05
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ALZ-EU-GCS-Returnable Assets-L2
1. If we receive the ticket with this description: SPLUNK/SERVITRAX EUROPE - PROD : Oracle database monitoring breach his threshold for dbconnect:svxmaipr-prd-db.914245802668.eu.aws.airliquide.com_SVXMAIPR_Block 2. Go to the database and use the following SQL to find the locked session (IMPORTANT: Use the "write" mode to access to the database) select * from v$session where blocking_session is not null;orselect * from v$lock and block = 1;If no session found, te ticket can be closed If one session found, contact to L3 team and check together the root cause of the blocking session If new tickets are created in a next days, assign the ticket to GIO-CS-SD-DATABASE ORACLE-L2 and contact to Tony Caen (SVX PDM) who will contact DBA to follow closely in the future any blocking session
Workaround - Cancel trip How to cxancel a trip which has been cencel in Navision Run the next query with the affected list of trips:UPDATE bos.shipment SET shp_status_id = (select ID from bos.shipment_status where biz_id in ('SHP_CANCELLED')), modification_date = now() where biz_id in ()
Cómo obtener un listado completo de los usuarios de Almacen y Conductores
English
jaime.martin-luengo@eu.corp.airliquide.c
2
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 19:38:59
6
IT Knowledge
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2024-07-29 15:30:12
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ALZ-EU-GCS-Ext. Customers-L2
Cómo obtener un listado completo de los usuarios de Almacén y Conductores Identificar los IDs de los perfiles de usuario solicitados (en este caso "Conductor de Distribuidor" Y "Usuario de Almacén" select * from profile 9 Conductor de Distribuidor 15 Usuario de Almacén Lanzar la siguiente consulta sobre las base de datos CEPSADIS_GFWCENTRAL_PROD SELECT ORGANIZATION.CAPTION [Distribuidor], LOCATION.CAPTION [Almacen], PROFILE.CAPTION [Perfil], CASE WHEN LOGIN LIKE 'ALMCG%' or LOGIN LIKE 'CONCG%' THEN 'Virtual' ELSE 'Real' END [Tipo Usuario (Real/Virtual)], CASE WHEN LOGIN.ACTIVE = 1 THEN 'Activo' ELSE 'Inactivo' END [Estado (Activo/Inactivo)], LOGIN [Código], FIRST_NAME [Nombre], LAST_NAME [Apellidos], DYNAMIC_PROPERTY.VALUE [DNI], (select max(CREATION_DATE) FROM WORK_ORDER WHERE LOGIN_ID = LOGIN.UNIQUE_ID AND WORK_ORDER.UNIQUE_ID IN (SELECT WORK_ORDER_ID FROM WORK_ORDER_DATA)) [Fecha Última Operacion] FROM LOGIN INNER JOIN PROFILE ON PROFILE.UNIQUE_ID = LOGIN.UID_PROFILE INNER JOIN LOGIN_LOCATION ON LOGIN_LOCATION.UID_LOGIN = LOGIN.UNIQUE_ID INNER JOIN LOCATION ON LOCATION.UNIQUE_ID = LOGIN_LOCATION.UID_LOCATION INNER JOIN LOGIN_ORGANIZATION ON LOGIN_ORGANIZATION.UID_LOGIN = LOGIN.UNIQUE_ID INNER JOIN ORGANIZATION ON ORGANIZATION.UNIQUE_ID = LOGIN_ORGANIZATION.UID_ORGANIZATION INNER JOIN DYNAMIC_PROPERTY ON DYNAMIC_PROPERTY.EUID_HASH = LOGIN.EUID_HASH AND DYNAMIC_PROPERTY.NAME = 'DNI' WHERE UID_PROFILE IN (9,15) AND LOGIN.IS_DELETED = 0 and ORGANIZATION.IS_DELETED = 0 and location.IS_DELETED = 0 ORDER BY ORGANIZATION.CAPTION, LOCATION.CAPTION, PROFILE.CAPTION, LOGIN Copiar el resultado en una hoja excel y enviar al cliente vía caso en Salesforce
airliquide, almacen, como, completo, conductores, corp, de, english, jaime, listado, los, luengo, martin, martin-luengo@eu, n/a, obtener, un, usuarios
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KB0039938
Update Location for an Organization
English
jaime.martin-luengo@eu.corp.airliquide.c
13
Alberto URBINA
Uncategorized
Published
2025-10-02 18:09:33
7
IT Knowledge
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2025-06-30 12:49:33
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ALZ-EU-GCS-Returnable Assets-L2
Update Location for Organization When we need to update the location for an organization, we may use the following script: use AWARENET_AR_BOS begin transaction update [LOCATION] set ORGANIZATION_ID = '155568', modification_date = getutcdate(), modification_user = 850 where ID = 110034 commit transaction ORGANIZATION_ID = the ID of the new OrganizationID = corresponds to the ID of the location to update
Como desbloqeuar proceso de envío de botellas a clientes
English
jaime.martin-luengo@eu.corp.airliquide.c
8
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 16:45:58
6
IT Knowledge
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0
2024-06-05 10:50:03
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ALZ-EU-GCS-Ext. Customers-L2
Como desbloqeuar proceso de envío de botellas a clientes Puede ocurrir que Amtrol por error envíe un lote del cliente DISA el cual deshabilitó el proceso de envío automático hace varios años Esto provoca que el sistema se bloquee y no pueda enviar más lotes de otros clientes Para desbloquear: Nos conectamos al servidor de Amtrol por AnyDesk Abrimos la base de datos y comprobamos el lote que bloquea el proceso select * from COMM_DEMMAND where STATUS <> 4 Confirmamos que es el que nos indica Amtrol Modificaos el valor del campo STATUS para marcarlo como procesado update COMM_DEMMAND set STATUS = 4, MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = -185 where UID_BATCH =
airliquide, botellas, clientes, como, corp, de, desbloqeuar, english, envio, jaime, luengo, martin, martin-luengo@eu, n/a, proceso
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KB0050362
Cómo revisar las comisiones aplicadas a una venta
English
jaime.martin-luengo@eu.corp.airliquide.c
10
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 19:38:59
6
IT Knowledge
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0
2024-06-03 13:06:32
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ALZ-EU-GCS-Ext. Customers-L2
Cómo revisar las comisiones aplicadas a una venta A veces nos pueden reportar que las comisiones que se deberían aplicar sobre una venta son las correctas En las ocasiones donde esto ha ocurrido el cliente no es consciente de que los ajustes que estable directamente un distribuidor sobre un cliente" no se tienen en cuenta para el cálculo de su comisión Caso ejemplo: select * from COMMERCIAL_OPERATION_CAB where DELIVERY_NOTE_NUMBER = 'ALB019A2403621' [dbo].[GET_COMMERCIAL_OPERATION_DATA_INFO_SP] '7cb74f0d-7a7b-4d73-a780-d2c47b4cac71' CLIENTE=============================================================================================Cliente: (0008002610) SANTIAGO HERNANDEZ VAZQUEZ E HIJOS ENTREGAS=============================================================================================Línea de entrega número 1 Tipo de botella: (B12.5) Inox Butano 12,5 Cantidad: 27 Ajuste distribuidor de cliente: Cliente: (0008002610) SANTIAGO HERNANDEZ VAZQUEZ E HIJOS Ajuste: -0.14€ Válido desde 18/11/2019 hasta 31/12/2029 Comisiones (AL CALCULO DE LA COMISION SE LE APLICA EL IVA): Línea de comisión número 1 Tipo de botella: Tipo de comisión: (05) Diferencial de precio Tipo de venta: (DRVPDV) Camionero -> Punto de Venta Segmento: (PV) Punto de Venta Validez desde 02/04/2024 hasta 20/05/2024 Comisión aplicada: 0.02€ Comisión de tipo geográfico: Nivel de ajuste: (GEOZONE) Zona Geográfica Zona geográfica: CP Regulado PPVV RIII Comisión: 0.14€ Como se puede ver, el distribuidor ha aplicado un ajuste de -0.14€ (IMPORTANTE: Este valor es con IVA) Por lo tanto la comisión que se aplica (que debería de ser de 0.14€) es sólo de 0.02€ porque Ajuste: 0.14€ con IVA que son 0.12€ sin IVA (0.14€ - 21% = 0.12€) Comisión: 0.14€ - 0.12€ de la parte del ajuste que no comisiona = 0.02€
Como Añadir PPVVs a un grupo de clientes IMPORTANTE: Este tipo de acciones deben ser solicitadas a través de un caso en Salesforce de tipo PETICIÓN O PARAMETRIZACIÓN (normalmente será solicitado por Israel, Oscar o María Jesús) Nos conectamos a la base de datos de producción de Gasib (CEPSADIS_GFWCENTRAL_PROD) Comprobamos los PPVVs indicados por el usuario de Gasib SELECT UNIQUE_ID FROM LOCATION WHERE BIZ_ID IN ('0008010106', '0008010130', '0008010101') Buscamos el grupo al cual hay que asignar estos titulares y nos guardamos el UNIQUE_ID SELECT * FROM CUSTOMER_GROUP WHERE CAPTION = 'PPVV EXC' -- En este caso seríe el UNIQUE_ID = 791 Insertamos los registros para la nueva asociación titular y grupo de cliente INSERT INTO CUSTOMER_GROUPS (BIZ_ID, CUSTOMER_GROUP_ID, CUSTOMER_ID, IS_DELETED, CREATION_DATE, MODIFICATION_DATE) values (NEWID(), 791, 3936144, 0, GETUTCDATE(), GETUTCDATE()) INSERT INTO CUSTOMER_GROUPS (BIZ_ID, CUSTOMER_GROUP_ID, CUSTOMER_ID, IS_DELETED, CREATION_DATE, MODIFICATION_DATE) values (NEWID(), 791, 3936143, 0, GETUTCDATE(), GETUTCDATE()) INSERT INTO CUSTOMER_GROUPS (BIZ_ID, CUSTOMER_GROUP_ID, CUSTOMER_ID, IS_DELETED, CREATION_DATE, MODIFICATION_DATE) values (NEWID(), 791, 3936197, 0, GETUTCDATE(), GETUTCDATE())
1mm7b79l77sfkfw, 2q2lhmjzounilmbjuif6sjjcil88, airliquide, botellas, com, corp, docs, document, edit, el, en, english, es, existe, google, https, https://docs.google.com/document/d/1mm7b79l77sfkfw_2q2lhmjzounilmbjuif6sjjcil88/edit, jaime, la, linea, luengo, martin, martin-luengo@eu, mensaje, mostrado, no, planta, porque, que, rechazadas
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KB0050819
Cómo extraer la información del importe cobrado y el tipo de cobro
English
jaime.martin-luengo@eu.corp.airliquide.c
2
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 19:38:59
5
IT Knowledge
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2024-06-25 16:55:03
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ALZ-EU-GCS-Ext. Customers-L2
Cómo extraer la información del importe cobrado y el tipo de cobro Solicitamos al cliente la lista de albaranes Abrimos la base de datos CEPSADIS_GFWCENTRAL_PROD y ejecutamos la siguiente sentencia select CAB.DELIVERY_NOTE_NUMBER, sum(del.TOTAL_PRICE) [Total Albarán], case when sum(pay.amount) is null THEN 'Efectivo' ELSE 'Tarjeta' END [Tipo Cobro] from COMMERCIAL_OPERATION_CAB cab inner join COMMERCIAL_OPERATION_DEL del on del.COMMERCIAL_OPERATION_CAB_ID = cab.UNIQUE_ID left join COMMERCIAL_OPERATION_PAYMENT pay on pay.COMMERCIAL_OPERATION_CAB_ID = cab.UNIQUE_ID where cab.BIZ_ID in ( ) GROUP by CAB.DELIVERY_NOTE_NUMBER ORDER BY cab.DELIVERY_NOTE_NUMBER
airliquide, cobrado, cobro, como, corp, de, del, el, english, extraer, importe, informacion, jaime, la, luengo, martin, martin-luengo@eu, n/a, tipo
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KB0049885
Como saber los ajustes de precios que han sido utilizados en una transacción
English
jaime.martin-luengo@eu.corp.airliquide.c
14
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 19:38:58
6
IT Knowledge
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2024-05-07 8:53:02
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ALZ-EU-GCS-Ext. Customers-L2
Como saber los ajustes de precios que han sido utilizados en una transacción Solicitamos al usuario la transacción efectuada Ejecutamos el procedimiento almacenado: [dbo].[GET_COMMERCIAL_OPERATION_DATA_INFO_SP] '' Ver en el resultado la información a revisar con el usuario: A continuación un ejemplo CABECERA ============================================================================================= Fecha de operación: 03/05/2024 11:38:04 Fecha de creación: 03/05/2024 11:38:04 Tipo de pago: (01) Efectivo ¿Enviar factura?: No ¿Enviar factura en papel?: No Tipo de venta: (PDVCUS) Punto de Venta -> Cliente Número de albarán: ALB05D02405682 Número de ticket: TKGF05D02402688 Fecha de vencimiento: 08/05/2024 Tipo de operación comercial: (11) Derechos de alta sin importe Estado: P (P-actual, A-anulada, R-reprocesada) Operación comercial padre: Tipo de incidencia: () Fecha de facturación: 03/05/2024 ¿Cobrado?: No A enviar a SAP: 3 (1-pendiente de enviar, 2-anulado, 3-enviado) CLIENTE ============================================================================================= Cliente: (03987c93-790f-4ff1-a183-5e0373e81eb7) MENDEZ BALLESTEROS ANGEL LUIS TERMINAL ============================================================================================= Nº Serie Terminal: MobileApp version: Fecha inicio de viaje: Fecha fin de viaje: ENTREGAS ============================================================================================= Línea de entrega número 1 Tipo de botella: (SRVBUTANO) Servicio de Alta Butano Cantidad: 2 Precio base: 24€ Precio mínimo: 0€ Precio máximo: 25€ Válido desde 09/04/2020 hasta 31/12/2030 Ajuste positivo máximo de distribuidor: € Porcentaje compartido de ajuste positivo máximo de distribuidor: % ¿Puede aplicar ajuste positivo el distribuidor?: No Ajuste negativo máximo de distribuidor: € Ajuste por segmento: Tipo de venta: (PDVCUS) Punto de Venta -> Cliente Segmento: (DO) Doméstico Ajuste: -24€ Válido desde 31/01/2020 hasta 31/12/2030 en horario de 00:00:00 a 23:59:59 Fecha creación: 04/03/2021 09:46:39, Fecha modificación: 29/11/2023 09:28:23 Nivel de ajuste: () Precio final: 0€ Impuesto: 21% Precio total: 0€ Promociones: Comisiones (AL CALCULO DE LA COMISION SE LE APLICA EL IVA): Línea de comisión número 1 Tipo de botella: Tipo de comisión: (01) Comisión de captación Tipo de venta: (PDVCUS) Punto de Venta -> Cliente Segmento: (DO) Doméstico Validez desde 31/01/2020 hasta 31/12/2030 Comisión aplicada: 0€ Comisión de tipo geográfico: Nivel de ajuste: (GEOZONE) Zona Geográfica Zona geográfica: SERVICIO DE ALTA BOLETIN GRATUITO Comisión: 0€ RECOGIDAS ============================================================================================= Completion time: 2024-05-07T08:50:54.1238258+02:00
Assetflow Argentina & Mexico (AME) - Tickets Categorization
English
jaime.martin-luengo@eu.corp.airliquide.c
473
Alberto URBINA
Uncategorized
Published
2025-07-28 18:30:27
6
IT Knowledge
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2025-02-12 9:51:41
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ALZ-EU-GCS-Returnable Assets-L2
ASSETFLOW ARGENTINA & MEXICO Applications (AME) SYMPTOMS: Shipments modifications Update assets values Problems with shipments integrations Inventory Validations Issues WAF problems Personalized reports Infrastructure: Network / Slowness, Database, HHC Software Bugs, Limitations, Unhandled application error STEPS: Create an Incident or ADHOCS ticket for issues related to the application (See below Logging categorization) Determine priority as seen above Document as much information from user regarding the concern (screenshots, error messages, etc) Route accordingly Access Request: (Only PROD environment) For Argentina & Mexico: Route the user to submit a request to Jaime.martin-luengo@alizent.com Assetflow Argentina Application Download: https://awarenet-am01.airliquide.com/web/#/login Assetflow Mexico Application Download: https://assetflow4mx-nam.alizent.com/#/login The application is installed via SOTI MOBICONTROL Password Reset: Assetflow Argentina Request to Esteban Freddi (esteban.freddi@airliquide.com)Assetflow Mexico Request to Sahirel Valdez (sahirel.valdez@airliquide.com) For Argentina and Mexico, please route the ticket to ALZ-AME-GCS-Returnable Assets-L2 LOGGING CATEGORISATION: Access Management (ADHOC) Application not accessible (INC) Data availability issue (INC) Device Issue (INC) Functional Application issue (INC) Infrastructure issue (INC) Non cataloged request (ADHOC) Performance issue (INC) Request for information or assistance (ADHOC) Assignment group: ALZ-AME-GCS-Returnable Assets-L2 Configuration Item: Assetflow Argentina: Awarenet - LATAM - PROD Assetflow Argentina Assetflow Mexico - PROD
Como sacar un listado que informe sobre el estado de actualización de una nueva versión
English
jaime.martin-luengo@eu.corp.airliquide.c
8
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 20:50:42
6
IT Knowledge
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2024-04-17 14:43:45
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ALZ-EU-GCS-Ext. Customers-L2
Como sacar un listado que informe sobre el estado de actualización de una nueva versión Para extraer la información del progreso en relación con la actualziación de una nueva versión en los terminales de MSM Nos conectamos al servidor de datos de MSM Ejecutamos la siguiente sentencia: select DJANGO_CENTRAL.DBO.WORKER.BIZ_ID [Usuario], WORKER.PASSWORD [Contraseña], WORKER_GROUP.caption [Distribuidor], HANDHELD_SESSION.APPLICATION_VERSION [Versión Actual], HANDHELD.SERIAL_NUMBER [Serial Number], convert(nvarchar(10), pp2.CREATION_DATE, 103) [Fecha Ultima Operación] from DJANGO_CENTRAL.DBO.WORKER_GROUPS inner join DJANGO_CENTRAL.DBO.WORKER_GROUP on WORKER_GROUP.UNIQUE_ID = WORKER_GROUPS.GROUP_ID inner join DJANGO_CENTRAL.DBO.FINISHED_ORDER fo on fo.WORKER_ID = WORKER_GROUPS.WORKER_ID inner join DJANGO_CENTRAL.DBO.WORKER on WORKER.UNIQUE_ID = fo.WORKER_ID inner join DJANGO_CENTRAL.DBO.HANDHELD on fo.HANDHELD_ID = HANDHELD.UNIQUE_ID INNER join DJANGO_CENTRAL.DBO.HANDHELD_SESSION ON HANDHELD_SESSION.UNIQUE_ID IN (SELECT MAX(HANDHELD_SESSION.UNIQUE_ID) FROM DJANGO_CENTRAL.DBO.HANDHELD_SESSION WHERE HANDHELD_SESSION.HANDHELD_ID = HANDHELD.UNIQUE_ID) inner join (SELECT MAX(UNIQUE_ID) [MaxId] FROM DJANGO_CENTRAL.DBO.FINISHED_ORDER WITH (NOLOCK) GROUP BY HANDHELD_ID ) as pp on pp.MaxId = fo.unique_id inner join DJANGO_CENTRAL.DBO.FINISHED_ORDER pp2 on pp2.UNIQUE_ID = pp.MaxId where group_id <> 1 and WORKER_GROUPS.DELETED = 0 and pp2.CREATION_DATE >= GETUTCDATE() - 7 UNION select MSM_BOS.dbo.[USER].LOGIN [Usuario], [USER].PASSWORD [Contraseña], MSM_BOS.dbo.USER_GROUP.caption [Distribuidor], PP2.DJANGO_APP_VERSION [Versión Actual], PP2.DEVICE_ID [Serial Number], convert(nvarchar(10), PP2.CREATION_DATE, 103) [Fecha Ultima Operación] from MSM_BOS.dbo.USER_2_USER_GROUP inner join MSM_BOS.dbo.USER_GROUP on USER_GROUP.ID = USER_2_USER_GROUP.USER_GROUP_ID inner join MSM_BOS.dbo.FINISHED_ORDER fo on fo.USER_ID = USER_2_USER_GROUP.USER_ID inner join MSM_BOS.dbo.[USER] on [USER].ID = fo.USER_ID inner join (SELECT MAX(ID) [MaxId] FROM MSM_BOS.dbo.FINISHED_ORDER WITH (NOLOCK) GROUP BY DEVICE_ID ) as pp on pp.MaxId = fo.ID inner join MSM_BOS.dbo.FINISHED_ORDER pp2 on pp2.ID = pp.MaxId where USER_GROUP.ID <> -99 and USER_2_USER_GROUP.IS_DELETED = 0 Nos copiamos el resultado y creamos un gsheet en nuestro drive con el resultado (incluyendo los nombres de las columnas) Ordenamos el resultado por número de serie y buscamos los duplicados En el caso de encontrar duplicados, eliminamos la línea que corresponda a la versión más antigua Creamos una tabla pivotante agrupando por el campo "[Versión Actual]" y sacando como resultado el "count" por "[Serial Number]" Enviamos informe a Eva Muñoz vía mail Ejemplo disponible en el campo "Meta" de este KB
1846676366, 18avfw1rvc1kdzpr68brxxgx40bog4np7xxxq05hd4y8, actualizacion, airliquide, com, como, corp, de, docs, edit, el, english, estado, gid, google, https, https://docs.google.com/spreadsheets/d/18avfw1rvc1kdzpr68brxxgx40bog4np7xxxq05hd4y8/edit#gid=1846676366, informe, jaime, listado, luengo, martin, martin-luengo@eu, nueva, que, sacar, sobre, spreadsheets, un, una, version
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KB0044098
Fallo en el sistema de Antenas Industriales Plantas de Llenado
English
jaime.martin-luengo@eu.corp.airliquide.c
10
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 19:38:56
6
IT Knowledge
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1
2025-06-30 12:47:09
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ALZ-EU-GCS-Ext. Customers-L2
Para confirmar donde está el fallo cuando nos reportar errores de lectura en las estaciones de Industrial de las plantas de llenado de Gasib, seguir los siguientes pasos: Fijar una hora y fecha con el cliente para realizar una prueba a distanciaEn dicha prueba intentar que nos contacte un operario desde la zona de industrial. Tienen un teléfono ATEX disponible en planta para estas cosas.Monitorizar el estado de conexión del lector durante la prueba: lo podrás ver en la parte inferior del Satchmo. También hay que revisar que no haya fallos de comunicación de ningún otro tipo. Hay que prestar mucha atención sobre sí cuando vayan a leer un tag: Se enciende la luzPuedes apreciar la lectura de ese tag en el SatchmoSe envía con éxito la información al PLC (ver que en el display del PLC de la báscula se muestra la información del tag leido) Los posibles escenarios en este caso son: La luz se enciende con dificultades o no lo hace. Esto indicaría que o la antena o el lector son el problema. Es lo más probable pero hay que estar 100% seguros antes de intervenir.La luz se enciende, pero no llega al Satchmo el tag. Esto indicaría posibles problemas de comunicación con el lector desde el Satchmo.La luz se enciende, se recibe correctamente en el Satchmo, pero no se transmite al PLC. Esto puede implicar que nuestra comunicación con Makeen falla, o que es el sistema del propio Makeen el que falla. En cualquiera de estos casos, la realidad es que es posible que hagamos la visita y no podamos resolver la incidencia. Esto habría que dejarlo claro. Este proceso hay que realizarlo con las dos antenas y las tres básculas. La redundancia es necesaria para poder centrar el problema en la mayor medida posible y evitar encontrarnos sorpresas.
1fyrymwqtrlyr5yr2uktwg0eoenqxndt6, 65bb7922, airliquide, antenas, com, corp, de, drive, el, en, english, fallo, file, google, https, https://drive.google.com/file/d/1fyrymwqtrlyr5yr2uktwg0eoenqxndt6/view?ts=65bb7922, industriales, jaime, llenado, luengo, martin, martin-luengo@eu, plantas, sistema, ts, view
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KB0051083
Como Forzar en envío de errores de sincronización
English
jaime.martin-luengo@eu.corp.airliquide.c
161
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 19:38:59
7
IT Knowledge
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2025-06-12 10:52:42
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ALZ-EU-GCS-Ext. Customers-L2
Como Forzar en envío de errores de sincronización Vamos a recibir incidencia en GWI enviadas por la cuenta noreply@cepsaliquidgas.net informando que hay errores en las tablas de sincronización de Gasflow. Será necesario abrir un caso en Salesforce y en MMS para reportar la tarea e imputar tiempos Dicho mail indicará el número de mensajes en error y de qué tabla (Por ejemplo: 10 errores en OUT_SYNCHRONIZATION) Caso 1. Errores del tipo "n errores en OUT_SYNCHRONIZATION" Ejecutamos la query SELECT * FROM CEPSADIS_GFWCENTRAL_PROD.dbo.OUT_SYNCHRONIZATION WHERE PROCESSING_STATUS = 2Todos los errores que contenga el texto "deadlock victim" o "Timeout Expired" pueden ser reprocesados directamente UPDATE CEPSADIS_GFWCENTRAL_PROD.dbo.OUT_SYNCHRONIZATION SET PROCESSING_STATUS = 0, ERROR_DESCRIPTION = NULL, ERROR_MESSAGE = NULL WHERE PROCESSING_STATUS = 2 AND (ERROR_MESSAGE like '%deadlock victim%' or ERROR_MESSAGE like '%Timeout Expired%') A continuación volvemos a comprobar si quedan mensajes en error SELECT * FROM CEPSADIS_GFWCENTRAL_PROD.dbo.OUT_SYNCHRONIZATION WHERE PROCESSING_STATUS = 2 En el caso de que todos los mensajes se hayan procesado correctamente, cerrar casos en Salesforce y MMSEn el caso de que aun queden registros en error, analizar uno a uno para determinar el motivo del error Caso 2. Errores del tipo "n pólizas cuyo almacén no coincide con el del cliente titular" Ejecutamos la query select p.UNIQUE_ID [Id Poliza], ti.PARENT_WAREHOUSE_ID [Almacen Correcto] from POLICY p inner join LOCATION ti on ti.UNIQUE_ID=p.TITULAR_CUSTOMER_ID where p.IS_DELETED=0 and p.POLICY_TYPE_ID=1 and p.POLICY_STATUS_ID<>5 and p.WAREHOUSE_ID<>ti.PARENT_WAREHOUSE_IDPor cada línea que aparezca en la query anterior, ejecutaremos la siguiente query update policy set WAREHOUSE_ID=[Almacen Correcto],MODIFICATION_DATE=GETUTCDATE() where UNIQUE_ID=[Id Poliza] para actualizar la póliza con el código de almacén del titular de la mismaVolvemos a ejecutar la primera query para confirmar que ya no hay ninguna póliza en error Case 3. Errores tipo "n errores en ERP_IN_SYCHRONIZATION" Ejecutamos la query SELECT * FROM CEPSADIS_GFW_ERP_INT_PROD.dbo.ERP_IN_SYNCHRONIZATION WHERE PROCESSING_STATUS = 2 para ver los registros en errorEjecutamos la query UPDATE CEPSADIS_GFW_ERP_INT_PROD.dbo.ERP_IN_SYNCHRONIZATION SET PROCESSING_STATUS = 0, ERROR_DESCRIPTION = NULL, ERROR_MESSAGE = NULL WHERE PROCESSING_STATUS = 2 A continuación volvemos a comprobar si quedan mensajes en error SELECT * FROM CEPSADIS_GFW_ERP_INT_PROD.dbo.ERP_IN_SYNCHRONIZATION WHERE PROCESSING_STATUS = 2En el caso de que todos los mensajes se hayan procesado correctamente, cerrar casos en Salesforce y MMS Caso 4. Comprobación de viajes que no han viajado a SAP Ejecutar la consulta que hay a continuación en el caso de que devuelva algún registro ejecutar el UPDATE que aparece comentado a continuación: SELECT * FROM CEPSADIS_GFWCENTRAL_PROD.dbo.OUT_SYNCHRONIZATION WHERE ENTITY = 'TRANSPORT' AND ERROR_MESSAGE LIKE '%Execution Timeout Expired%' --UPDATE CEPSADIS_GFWCENTRAL_PROD.dbo.OUT_SYNCHRONIZATION SET PROCESSING_STATUS = 0, ERROR_MESSAGE = NULL, ERROR_DESCRIPTION = NULL WHERE ENTITY = 'TRANSPORT' --AND ERROR_MESSAGE LIKE '%Execution Timeout Expired%'
Update Shipments Status It's possible to change the shipment status in the DB, as the user requested, in cases of problem, releases assets or to close it. We can use the basics queries to obtain the Shipment ID from the BIZ_ID provided by the client and the User ID who performs the update: Select * from [Shipment] where Biz_Id = NQN-0166-00027783 Select * From [User] where Biz_Id = Name.surname ******************************************* *** AWARENET (Microsoft SQL Server)**** ******************************************* Depending on the shipment status that we need to update, we have the following scripts to do that: To Update the Shipments status to Assignment in progress: We need to change the values in the variables @shpId and @userId for the ID of the shipment that we need to update and the ID of the user who performs the update. use AWARENET_AR_BOS go declare @shipmentStatusId smallint declare @shpId int = XXXX declare @userId int = XXX select @shipmentStatusId = ID from SHIPMENT_STATUS where BIZ_ID = 'SHP_ASSIGNMENT_IN_PROGRESS' begin try begin tran changeStatus In SQL Server: update shipment set SHP_STATUS_ID = @shipmentStatusId, MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = @userId where ID = @shpId insert into HIST_SHIPMENT_STATUS(SHP_ID, SHP_STATUS_ID, HAPPENED_UTC, HAPPENED_LOCAL_TIME, USER_ID, FLAG_MANUAL_CHANGE) values (@shpId, @shipmentStatusId, GETUTCDATE(), dateadd(HH, -3, GETUTCDATE()), @userId, '0') commit tran changeStatus end try begin catch if @@TRANCOUNT > 0 begin rollback tran changeStatus end select ERROR_MESSAGE() end catch In Postgres: update shipment set SHP_STATUS_ID = @shipmentStatusId,MODIFICATION_DATE = now(),MODIFICATION_USER = @userIdwhere ID = @shpId insert into bos.HIST_SHIPMENT_STATUS(SHP_ID, SHP_STATUS_ID, HAPPENED_UTC, HAPPENED_LOCAL_TIME, USER_ID, FLAG_MANUAL_CHANGE)values (@shpId , @shipmentStatusId, now() - interval '3 hour', now(), @userId , '0') To Update the Shipments status to Assignment Valid: We need to change the values in the variables @shpId and @userId for the ID of the shipment that we need to update and the ID of the user who performs the update. use AWARENET_AR_BOS go begin try declare @shipmentStatusId tinyint declare @shpId int = XXXX declare @userId int = XXX select @shipmentStatusId = ID from SHIPMENT_STATUS where BIZ_ID = 'SHP_ASSIGNMENT_VALID' begin tran updateShipment update SHIPMENT SET SHP_STATUS_ID = @shipmentStatusId, MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = @userId WHERE ID = @shpId insert into HIST_SHIPMENT_STATUS (SHP_ID, SHP_STATUS_ID, HAPPENED_UTC, HAPPENED_LOCAL_TIME, user_id,FLAG_MANUAL_CHANGE) select top 1 @shpId, @shipmentStatusId, GETUTCDATE(), dateadd(HH, -3, GETUTCDATE()), @userId,'0' from HIST_SHIPMENT_STATUS where SHP_ID = @shpId order by HAPPENED_UTC desc commit tran updateShipment -- rollback end try begin catch if @@TRANCOUNT > 0 begin rollback tran updateShipment end select ERROR_MESSAGE() end catch To Update the Shipments status to Back to Base: We need to change the values in the variables @shpId and @userId for the ID of the shipment that we need to update and the ID of the user who performs the update use AWARENET_AR_BOS go begin try declare @shipmentStatusId tinyint declare @shpId int = XXXX declare @userId int = XXX select @shipmentStatusId = ID from SHIPMENT_STATUS where BIZ_ID = 'SHP_BACK_TO_BASE' begin tran updateShipment update SHIPMENT SET SHP_STATUS_ID = @shipmentStatusId, MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = @userId WHERE ID = @shpId insert into HIST_SHIPMENT_STATUS (SHP_ID, SHP_STATUS_ID, HAPPENED_UTC, HAPPENED_LOCAL_TIME, user_id) select top 1 @shpId, @shipmentStatusId, GETUTCDATE(), dateadd(HH, -3, GETUTCDATE()), @userId from HIST_SHIPMENT_STATUS where SHP_ID = @shpId order by HAPPENED_UTC desc commit tran updateShipment -- rollback end try begin catch if @@TRANCOUNT > 0 begin rollback tran updateShipment end select ERROR_MESSAGE() end catch To Update the Shipments status to Finished: We need to change the values in the variables @shpId and @userId for the ID of the shipment that we need to update and the ID of the user who performs the update. use AWARENET_AR_BOS go declare @shipmentStatusId smallint declare @shpId int = XXXX declare @userId int = XXX select @shipmentStatusId = ID from SHIPMENT_STATUS where BIZ_ID = 'SHP_TRIP_FINISHED' begin try begin tran changeStatus update shipment set SHP_STATUS_ID = @shipmentStatusId, MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = @userId where ID = @shpId insert into HIST_SHIPMENT_STATUS(SHP_ID, SHP_STATUS_ID, HAPPENED_UTC, HAPPENED_LOCAL_TIME, USER_ID, FLAG_MANUAL_CHANGE) values (@shpId, @shipmentStatusId, GETUTCDATE(), dateadd(HH, -3, GETUTCDATE()), @userId,'0') commit tran changeStatus end try begin catch if @@TRANCOUNT > 0 begin rollback tran changeStatus end select ERROR_MESSAGE() end catch To Update the Shipments status to Started: We need to change the values in the variables @shpId and @userId for the ID of the shipment that we need to update and the ID of the user who performs the update. use AWARENET_AR_BOS go declare @shipmentStatusId smallint declare @shpId int = XXXX declare @userId int = XXX select @shipmentStatusId = ID from SHIPMENT_STATUS where BIZ_ID = 'SHP_TRIP_STARTED' begin try begin tran changeStatus update shipment set SHP_STATUS_ID = @shipmentStatusId, MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = @userId where ID = @shpId insert into HIST_SHIPMENT_STATUS(SHP_ID, SHP_STATUS_ID, HAPPENED_UTC, HAPPENED_LOCAL_TIME, USER_ID) values (@shpId, @shipmentStatusId, GETUTCDATE(), dateadd(HH, -3, GETUTCDATE()), @userId) commit tran changeStatus end try begin catch if @@TRANCOUNT > 0 begin rollback tran changeStatus end select ERROR_MESSAGE() end catch To Update the Shipments status to In Transit: We need to change the values in the variables @shpId and @userId for the ID of the shipment that we need to update and the ID of the user who performs the update. use AWARENET_AR_BOS go begin try declare @shipmentStatusId tinyint declare @shpId int = XXXX declare @userId int = XXX select @shipmentStatusId = ID from SHIPMENT_STATUS where BIZ_ID='SHP_IN_TRANSIT' begin tran updateShipment update SHIPMENT SET SHP_STATUS_ID = @shipmentStatusId, MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = @userId WHERE ID = @shpId insert into HIST_SHIPMENT_STATUS (SHP_ID, SHP_STATUS_ID, HAPPENED_UTC, HAPPENED_LOCAL_TIME, user_id) select top 1 @shpId, @shipmentStatusId, HAPPENED_UTC, HAPPENED_LOCAL_TIME, @userId from HIST_SHIPMENT_STATUS where SHP_ID = @shpId order by HAPPENED_UTC desc commit tran updateShipment end try begin catch if @@TRANCOUNT > 0 begin rollback tran updateShipment end select ERROR_MESSAGE() end catch ******************************************* *** South Africa (Postgres) **************** ***************************************** update bos.SHIPMENT SET SHP_STATUS_ID = 10, -- status of bos.shipment_status we want to update toMODIFICATION_DATE = LOCALTIMESTAMP,MODIFICATION_USER = 1WHERE ID = 618 -- id of shipment; insert into bos.HIST_SHIPMENT_STATUS (SHP_ID, SHP_STATUS_ID, HAPPENED_UTC, HAPPENED_LOCAL_TIME, user_id, flag_manual_change)select 618, 10, LOCALTIMESTAMP, LOCALTIMESTAMP + interval '2 hours', 1,false -- check difference of hours between local_time and utc on this shipment (depends on the site);
Modificacion de datos de una póliza y Proceso de Baja de Póliza
English
jaime.martin-luengo@eu.corp.airliquide.c
127
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 19:38:56
6
IT Knowledge
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2025-02-24 11:07:55
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ALZ-EU-GCS-Ext. Customers-L2
IMPORTANTE: Todas las modificaciones de pólizas deberían realizarse desde el portal web de Gasflow o recibidas directamente desde la interfaz con SAP UNICAMENTE haremos este tipo de cambios si el caso en Salesforce ha sido creado por el área de negocio de Gasib (Oscar San Vicente, Israel Gardel o Mª Jesús Morlón) o por la de DSI (Javier Zamorano) Puede que nos pidan desde Gasib que modifiquemos algún campo de una póliza, para lo cual haremos lo siguiente Nos conectamos a la BBDD de Gasib (CEPSADIS_GFWCENTRAL_PROD) Dependiendo de la información que quieran que modifiquemos tendremos uno de los siguientes casos: Caso 1: Nos piden cambiar el email del pagador de la póliza (Caso ejemplo en Salesforce 00606073) 1. Realizamos la consulta: select DISTINCT PAYMASTER_CUSTOMER_ID from CEPSADIS_GFWCENTRAL_PROD.dbo.POLICY where PAYMASTER_CUSTOMER_ID is not NULL and POLICY_NUMBER in () 2. Seleccionamos el pagador y lo buscamos en la tabla LOCATION con la siguiente consulta: SELECT * FROM LOCATION WHERE UNIQUE_ID IN (select DISTINCT PAYMASTER_CUSTOMER_ID from CEPSADIS_GFWCENTRAL_PROD.dbo.POLICY where PAYMASTER_CUSTOMER_ID is not NULL and POLICY_NUMBER in ()) 3. Por ultimo actualizamos el campo indicado con la informacion facilitada por Gasib con la siguiente linea: UPDATE LOCATION SET EMAIL = 'v.bobadilla@vacanceselect.com', MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = -185 WHERE UNIQUE_ID IN (select DISTINCT PAYMASTER_CUSTOMER_ID from CEPSADIS_GFWCENTRAL_PROD.dbo.POLICY where PAYMASTER_CUSTOMER_ID is not NULL and POLICY_NUMBER in ()) Caso 2: Nos piden cambiar datos fiscales, coger el PAYMASTER_CUSTOMER_ID Lanzamos la siguiente consulta: select TITULAR_CUSTOMER_ID, PAYMASTER_CUSTOMER_ID, * from CEPSADIS_GFWCENTRAL_PROD.dbo.POLICY where POLICY_NUMBER = ''Ejecutamos la siguiente secuencia para actualizar los datos: update CEPSADIS_GFWCENTRAL_PROD.dbo.LOCATION set CITY = '', PHONE = '', ZIP_CODE = '', ADDRESS = ' Caso 3: Nos piden actualizar los datos de telefono movil: En este caso tenemos que modificar los datos en dos tablas diferentes. La primera es LOCATION_DYNAMIC_PROPERTY. Para ello ejecutamos la siguiente sentencia: update CEPSADIS_GFWCENTRAL_PROD.dbo.LOCATION_DYNAMIC_PROPERTY set MOBILE_PHONE = 'NUMERO DE TELEFONO' where location_id = ' Caso 4: Nos piden quitar el estado "Instalacion nueva" En este caso, lo único que tenemos que hacer es ejecutar la siguiente sentencia: UPDATE CEPSADIS_GFWCENTRAL_PROD.dbo.POLICY SET IS_NEW_INSTALLATION = 0, MODIFICATION_DATE = GETUTCDATE() where POLICY_NUMBER = 'NUMERO DE POLIZA' Caso 5: Nos piden actualizar los datos del tipo de facturación de una póliza: (1 - Diaria, 2 - Decenal o 3 - Mensual) 1. Realizamos la consulta: select TITULAR_CUSTOMER_ID from CEPSADIS_GFWCENTRAL_PROD.dbo.POLICY where POLICY_NUMBER='' 2. En este caso tenemos que modificar los datos en la tabla LOCATION_EXTENDED. Para ello ejecutamos la siguiente sentencia: update CEPSADIS_GFWCENTRAL_PROD.dbo.LOCATION_EXTENDED set INVOICE_TYPE_ID = where location_id = Caso 6 : Como modificar póliza de cobro directo a facturable: update policy set LOCATION_TYPE_ID=19, MODIFICATION_DATE = GETUTCDATE () where POLICY_NUMBER = '' Caso 7: Nos piden modificar el campo razon social del pagador Para ello, ejecutamos la siguiente secuencia : update CEPSADIS_GFWCENTRAL_PROD.dbo.DYNAMIC_PROPERTY set value = 'NOMBRE DEL PAGADOR', MODIFICATION_DATE = GETUTCDATE() where name = 'NAME' and euid_hash = '' Caso 8: Nos piden dar de baja una póliza Para ello, ejecutamos la siguiente sentencia: update POLICY set IS_DELETED = 1, MODIFICATION_DATE = GETUTCDATE(), POLICY_STATUS_ID = 5 where POLICY_NUMBER = '' Caso 9: Nos piden añadir los códigos de administración pública en una póliza Para ello, ejecutamos la siguiente sentencia: update policy set IS_ADMINISTRATOR_CUSTOMER=1,ORGANO_GESTOR='',UNIDAD_TRAMITADORA='',OFICINA_CONTABLE='', MODIFICATION_DATE = GETUTCDATE () where POLICY_NUMBER = '' NOTA IMPORTANTE: SIEMPRE HAY QUE COMPROBAR QUE LOS CAMBIOS EFECTUADOS EN LA BBDD SE CORRESPONDEN CON LO QUE APARECE ACTUALMENTE EN LA WEB
airliquide, baja, casos, corp, datos, de, english, este, jaime, luengo, martin, martin-luengo@eu, modificacion, poder, poder resolver este tipo de casos, poliza, proceso, resolver, tipo, una
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KB0055423
Update Legal_Biz_Id
English
jaime.martin-luengo@eu.corp.airliquide.c
5
NaN
Uncategorized
Published
2025-04-15 8:59:34
3
IT Knowledge
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NaN
ALZ - Remote Asset
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0
2025-04-15 8:43:29
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ALZ-EU-GCS-Returnable Assets-L2
Update Legal_Biz_Id Search the affected PUDN select * from bos.PUDN_HEADER where biz_id like '' Update the legal biz id of the affected PUDN header UPDATE bos.PUDN_HEADER SET legal_pudn_biz_id = '', modification_date = now() where biz_id like ' '
SPLUNK/Windows: Memory Usage breached threshold on IP-0A9A5B99
English
jaime.martin-luengo@eu.corp.airliquide.c
22
Jaime MARTIN LUENGO
Windows - Storage / Performance
Published
2025-07-29 1:38:26
7
IT Knowledge
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NaN
ALZ - Remote Asset
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NaN
2
2024-12-03 17:43:14
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ALZ-EU-GCS-Returnable Assets-L2
SPLUNK/Windows: Memory Usage breached threshold on IP-0A9A5B99 Document Objective: Here is how in a few steps you can resolve the Optitools CPU/Over Usage problem. Document Execution: I - Access the remote server and manually restart the services 1 - Connect to the jumpserver 10.151.202.230 by RDP Using your ADM account 2 - Connect to the distant server IP-0A9A5B99 The IP address is 10.154.91.153 as you can see in the screenshot below. 3 - Go to service manager 4 - Find the service not in running mode Here that could be Optiplant, Optistock or Odral (Dev or Prod) Here for instance its Odral Dev 5 - Right click on the misbehaving application and then click on start Or click on restart if its available and the service is just not working properly 6 - Test that everything is working fine After hitting on start, running should appear next to the application in the status column. At this moment you should be able to test that its working as expected. II - Restart the instance from its AWS account. The option suits best when being rejected from a remote connection to the optitools server. Since no one can access the server and end users are probably helpless as well, its better to be radical in this situation (well unplug before plugging back the server in). 1- Connect to the proper AWS console 2 - Go to EC2 service This option can be found in the recently viewed services, or you can type EC2 in the search bar. 3- locate the culprit (misbehaving server) Go to instances in the Resources section. Then click on the server you want to restart. Click on the instance checkbox 4- Stop the instance (and wait for it to stop) Click on the Instance state button then on the subsequent dropdown press the stop instance button. ?? Warning: DO NOT click on Restart sometimes the server is at such state that it would be ineffective. You need to manually stop and when it switches from in use to stopped you can move on to the next step 5- Start the instance After the instance displayed a stopped status, we can now launch it again by pressing start in the instance state dropdown. Try to connect back to the server right after it shows in use to see if the changes were effective.
Las operaciones realizadas por los técnicos no aparecen en el AS400 de MSM
English
jaime.martin-luengo@eu.corp.airliquide.c
25
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 20:50:41
10
IT Knowledge
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0
2024-02-14 14:33:55
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ALZ-EU-GCS-Ext. Customers-L2
Si recibimos llamadas de usuarios que nos indican que las operaciones no están subiendo al AS400 Nos conectamos al servidor de MSM Abrimos la base de datos de db2 (BARRILDATW) Ejecutamos la consulta: SELECT min(CREATION_DATE) "FECHA DESDE", max(CREATION_DATE) "FECHA HASTA", count(*) "TOTAL" FROM OSYNC WHERE PROCESSING_STATUS = 0 Si el valor del campo total es alto (>1000) y en siguientes ejecuciones no decrece, informaremos a Josep Parraga (con Eva Muñoz en copia) para que reactiven el proceso de sincronización de datos En el caso contrario, contactar internamente con el resto del equipo de Customer Services para seguir con el análisis En el caso de que no haya ningún registro pendiente de sincronizar por Josep Parraga, ejecutar la siguiente consulta en DJANG_CENTRAL: select * from FINISHED_ORDER where CREATION_DATE>'2024-02-01 00:00:00' and not WORKFLOW_ID in ( 'contract-signed', 'call-center-corrective-initiated', 'call-center-incident-closed-without-visit', 'call-center-incident-type-updated', 'worksheet', 'asset-data-change' ) and BIZ_ID not in (select BIZ_ID from MSM_DJANGO_SAS.dbo.OUT_FINISHED_ORDER) order by creation_date--WORKFLOW_ID Si hay algún registro sin procesar, hablar con David González para reprocesar los datos pendientes
12tisfzkqvqhg938y2druwwvc2y9qstzi, airliquide, aparecen, as400, com, corp, de, drive, el, en, english, file, google, https, https://drive.google.com/file/d/12tisfzkqvqhg938y2druwwvc2y9qstzi/view?usp=drive_link, jaime, las, link, los, luengo, martin, martin-luengo@eu, msm, no, operaciones, por, realizadas, tecnicos, usp, view
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KB0049434
Como Comprobar Ordenes Realizadas Sobre Un Establecimiento
English
jaime.martin-luengo@eu.corp.airliquide.c
9
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 20:50:42
6
IT Knowledge
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0
2024-04-22 16:45:53
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ALZ-EU-GCS-Ext. Customers-L2
Como Comprobar Ordenes Realizadas Sobre Un Establecimiento Localizo el establecimiento: select * from site where BIZ_ID = '1286607' Busco las operaciones hechas para el establecimiento (usar SITE.UNIQUE_ID), instalación y día indicado select ins.NUMBER, ins.BIZ_ID, ASSET.SERIAL_NUMBER, wot.CAPTION, fo.* from FINISHED_ORDER fo inner join WORK_ORDER_TYPE wot on wot.ID = fo.WORK_ORDER_TYPE_ID left join FO_PREVENTIVE prev on prev.FINISHED_ORDER_ID = fo.id left join FO_COLUMN_CHANGE colc on colc.FINISHED_ORDER_ID = fo.id inner join INSTALLATION ins on (ins.BIZ_ID = prev.INSTALLATION_BIZ_ID or ins.BIZ_ID = colc.INSTALLATION_BIZ_ID) inner join INSTALLATION_2_ASSET ins_a on ins_a.INSTALLATION_ID = ins.ID AND ins_a.IS_DELETED = 0 inner join ASSET on ins_a.ASSET_ID = ASSET.ID where fo.SITE_ID = 80469 and fo.START_DATETIME >= '2024-04-11' and fo.START_DATETIME < '2024-04-12' and ins.NUMBER = 4 order by fo.ID
Gasib Factoría - Integración Ecom Sonim v1.0.0 & Lector LF externo Usa el documento incluido en el apartado Meta de este KB ante cualquier incidencia hardware en los terminales Ecom Sonim y/o lector LF externo de las plantas de llenado de las factorías
The webportal triggers an infinite loop on the back when trying to open the lines of the shipment.
English
jaime.martin-luengo@eu.corp.airliquide.c
3
Jaime MARTIN LUENGO
Uncategorized
Published
2025-01-09 17:36:54
5
IT Knowledge
NaN
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NaN
ALZ - Remote Asset
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NaN
NaN
0
2024-12-26 9:00:53
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ALZ-EU-GCS-Returnable Assets-L2
The webportal triggers an infinite loop on the back when trying to open the lines of the shipment. Document Objective: Errors in PTY related with this problem 125617 In version 3.1.9 (PTY), when we have a delivery of empty of final products, the webportal triggers an infinite loop on the back when trying to open the lines of the shipment.You can find this line in the log: There are dnlines of delivery of empty. The products are [product id's]. Get comercials productsIt is solved from version 4.1.1, and it will be set in the next deployment of PTY.But, if we have this problem again before the deployment, the way to go is to logical delete these lines in the database, and restart the web.api container. To find the lines, you can execute this query: SELECT dli.id Dn_Lines_To_Be_Removed, * FROM bos.shipment shpinner join bos.dn_header dnh on dnh.shp_id = shp.idinner join bos.dn_line dli on dli.dn_id = dnh.idinner join bos.product prd on prd.id = dli.product_idwhere shp.biz_id in ('SHIPMENT_BIZ_ID') and dli.distribution_operation_id = 1 and --"DOE"-"Delivery of Empty" prd.product_category_id = 2 -- "FP"-"Finished Product" Document Execution: To restart the web.api, you have to execute the pipeline PL_Deploy_Client, selecting Pty, Prod and (only) Web_Api To delete the "bad-configured" lines: update bos.dn_line set is_deleted = 1, modification_date = now() where id in ( SELECT dli.id FROM bos.shipment shpinner join bos.dn_header dnh on dnh.shp_id = shp.idinner join bos.dn_line dli on dli.dn_id = dnh.idinner join bos.product prd on prd.id = dli.product_idwhere shp.biz_id in ('SHIPMENT_BIZ_ID') and dli.distribution_operation_id = 1 and --"DOE"-"Delivery of Empty" prd.product_category_id = 2 -- "FP"-"Finished Product")
No llegan las ordenes de trabajo a la web para asignarlas
English
jaime.martin-luengo@eu.corp.airliquide.c
11
Javier GARCIA PASCUAL
Uncategorized
Published
2025-08-08 13:33:02
5
IT Knowledge
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NaN
NaN
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0
2025-08-08 13:32:19
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ALZ-EU-GCS-Ext. Customers-L2
Si recibimos llamadas o correos de las BOs indicando que las ordenes de trabajo no estan llegando a la web para asignarlas a los tecnicos Nos conectamos al servidor de MSMAbrimos la base de datos de db2 (BARRILDATW)Ejecutamos la consulta: SELECT min(CREATION_DATE) "FECHA DESDE", max(CREATION_DATE) "FECHA HASTA", count(*) "TOTAL" FROM ISYNC WHERE PROCESSING_STATUS = 0Si el valor del campo total es alto (>1000), revisamos la unidad F de la máquina. Si vemos que se ha quedado sin espacio, procedemos a liberar el espacio de la carpeta que se encuentra en la ruta F:\Logs\MSM.ERP.Integration, eliminando todos los logs que no sean del mes en curso.Comprobamos el espacio liberado. Al menos deberán quedar libres 20GB en la unidad FUna vez liberado espacio, reiniciamos los servicios MSM ERP Integration Service (IN) y MSM ERP Integration Service (OUT). Para ello, haremos clic derecho sobre los servicios, pulsando primero STOP y a contunuación pulsaremos STARTEjecutaremos varias veces el punto 3 para comprobar que el número de registros se va reduciendo paulatinamente
airliquide, aplica, asignarlas, corp, de, english, garcia, jaime, javier, la, las, llegan, martin-luengo@eu, no, no aplica, ordenes, para, pascual, trabajo, web
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KB0049922
Mensaje de Error "The user could not be found in the current repository"
English
jaime.martin-luengo@eu.corp.airliquide.c
19
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 16:03:20
7
IT Knowledge
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NaN
NaN
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1
2024-05-08 16:41:49
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ALZ-EU-GCS-Ext. Customers-L2
Mensaje de Error "The user could not be found in the current repository" El mensaje se muestra cuando en la base de datos local no existe información del usuario.Esto se produce cuando la descarga diferencial ha fallado y la tabla de usuarios se queda vacía.Intento contestar algunas de las preguntas de abajo, pero las que tienen algún sentido. ¿Ese mensaje es lo que devolvió Azure AD al intentar autenticar al usuario indicado y no detalla más el problema? No tiene nada que ver con la autenticación de Azure. ¿Ese mensaje lo generamos desde la propia aplicación cuando nos aparece cualquier tipo de excepción al intentar autenticar al usuario? y ¿Este mensaje también aparecería cuando el equipo está fuera de cobertura y no logra conectarse para lanzar las credenciales hacia Azure AD? En este caso aparece el mensaje Error de conexión. ¿Podría ser que el usuario se haya equivocado al teclear sus credenciales o aparece otro texto que así lo indique? En este caso el mensaje es "Login o contraseña incorrecto". En el caso de que haya que reinsertar un abastecedor dado de baja por error desde Gavplus: --Identificar el abastecedor dado de baja (deberia ser el último dado de alta) SELECT * FROM IN_PROVIDER order by id desc --Comprobar que el BIZ_ID corresponde con el afectado (UNIQUE_ID = 120): -- BIZ_ID = 0580 SELECT * FROM IN_PROVIDER where BIZ_ID = '0580' --Renombrar el BIZ_ID al nuevo registro creado up--date IN_PROVIDER set BIZ_ID = '0580b', MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = -185 where id = 120 --Insertar el abastecedor antiguo con el BIZ_ID afectado y ID el que venga en la bbdd del terminal --Descativar la asignación de ID automaticos SET IDENTITY_INSERT in_provider ON; --Realizar la inserción del abastecedor afcetado con la información que nos pasen desde Cepsa insert into IN_PROVIDER (ID,BIZ_ID, CAPTION, COMPANY_BIZID, INSTALLATION_BIZID, IS_DELETED, DEACTIVATE_DATE, DEACTIVATE_USER, CREATION_DATE, CREATION_USER, MODIFICATION_DATE, MODIFICATION_USER, LAST_USER, OFISERVER_USER, APPLICATION_PASSWORD_HASH, APPLICATION_PASSWORD_SALT, [LOGIN_TOKEN]) (select 64, '0580', CAPTION, COMPANY_BIZID, INSTALLATION_BIZID, IS_DELETED, DEACTIVATE_DATE, DEACTIVATE_USER, CREATION_DATE, CREATION_USER, MODIFICATION_DATE, MODIFICATION_USER, LAST_USER, OFISERVER_USER, APPLICATION_PASSWORD_HASH, APPLICATION_PASSWORD_SALT, [LOGIN_TOKEN] from in_provider where id = 120) --Activar de nuevo la asignación de ID automaticos SET IDENTITY_INSERT in_provider OFF; --Marcar como borrado el que se dio de alta por segunda vez: up--date IN_PROVIDER set is_deleted = 1, MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = -185 where id = 120
HOMES is a Data acquisition system targeted for the homecare market, developed for Air Liquide VitalAire in Spain, Portugal, Italy and Belgium. ? Assets tracked with unique barcode all along lifespan ? Goals: Traceability, Safety & Efficiency ? Increase efficiency & level of services ? Reduce manual administrative operations & share data with ERP ? Visibility & tracking on homecare assets ? Paperless, all document are digitized on the PDA (eDN, Checklist, safety pictures) For further documentation related to HOMES such as user guides, please refer to the HOMES Europe google site. You will be able to find User guides, Video tutorials, Releases planning, and many other things. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket with myItCorner
airliquide, caen, corp, english, europe, guide, homes, homes europe, jaime, martin-luengo@eu, tony
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KB0049337
Como Mover PPVVs de un grupo de cliente a otro
English
jaime.martin-luengo@eu.corp.airliquide.c
17
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 19:38:58
6
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
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0
2025-03-19 8:50:27
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ALZ-EU-GCS-Ext. Customers-L2
Como Mover PPVVs de un grupo de cliente a otro Nos conectamos a la base de datos de producción de GasibBuscamos los PPVVs a mover de grupoSELECT UNIQUE_ID FROM LOCATION WHERE BIZ_ID IN ('0008010106', '0008010130', '0008010101') Buscamos el grupo "EN ACTIVO" (es decir IS_DELETED = 0) al cual están asociados estos titulares y confirmamos que sea el que nos piden dar de bajaSELECT * FROM CUSTOMER_GROUP WHERE UNIQUE_ID IN (SELECT CUSTOMER_GROUP_ID FROM CUSTOMER_GROUPS WHERE IS_DELETED = 0 AND CUSTOMER_ID IN(SELECT UNIQUE_ID FROM LOCATION WHERE BIZ_ID IN ('0008010106', '0008010130', '0008010101'))) --En ese caso sería el UNIQUE_ID = 745 Buscamos el grupo al cual hay que asignar estos titulares y nos guardamos el UNIQUE_IDSELECT * FROM CUSTOMER_GROUP WHERE CAPTION = 'PPVV EXC' -- En este caso seríe el UNIQUE_ID = 791 Insertamos los registros para la nueva asociación titular y grupo de clienteINSERT INTO CUSTOMER_GROUPS (BIZ_ID, CUSTOMER_GROUP_ID, CUSTOMER_ID, IS_DELETED, CREATION_DATE, MODIFICATION_DATE) SELECT NEWID(), , CUSTOMER_ID, 0, GETUTCDATE(), GETUTCDATE() FROM CUSTOMER_GROUPS WHERE CUSTOMER_GROUP_ID = AND IS_DELETED = 0 AND CUSTOMER_ID IN(SELECT UNIQUE_ID FROM LOCATION WHERE BIZ_ID IN ('0008010106', '0008010130', '0008010101')) Damos de baja la relación entre estos titulares y el grupo anteriorUPDATE CUSTOMER_GROUPS SET IS_DELETED = 1, MODIFICATION_DATE = GETUTCDATE() WHERE CUSTOMER_GROUP_ID = AND IS_DELETED = 0 AND CUSTOMER_ID IN (SELECT UNIQUE_ID FROM LOCATION WHERE BIZ_ID IN ('0008010106', '0008010130', '0008010101')) Confirmamos que ahora los titulares están en el grupo nuevo solicitado:SELECT * FROM CUSTOMER_GROUP WHERE UNIQUE_ID IN (SELECT CUSTOMER_GROUP_ID FROM CUSTOMER_GROUPS WHERE IS_DELETED = 0 AND CUSTOMER_ID IN(SELECT UNIQUE_ID FROM LOCATION WHERE BIZ_ID IN ('0008010106', '0008010130', '0008010101')))
airliquide, cliente, como, corp, de, english, grupo, jaime, luengo, martin, martin-luengo@eu, mover, n/a, otro, ppvvs, un
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KB0050343
Como modificar el "mail para el envío de facturas" en los Puntos de Venta
English
jaime.martin-luengo@eu.corp.airliquide.c
12
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 19:38:58
5
IT Knowledge
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2025-06-30 12:48:08
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ALZ-EU-GCS-Ext. Customers-L2
Como modificar el "mail para el envío de facturas" en los Puntos de Venta Como primer punto a tener en cuenta, el caso en Salesforce debe ser recibido como "Petición o Parametrización" ya que Gasib dispone de la opción en la web de modificar este dato entrando en el Mantenimiento de Puntos de Venta Si el caso no entra como "Petición o Parametrización", informaremos al usuario que nos hizo la petición y marcaremos el caso en "Validación" solicitando que creen el caso de la forma correcta Para hacer el cambio directamente en base de datos ejecutaremos la siguiente consulta: update LOCATION_EXTENDED set EMAIL_SEND_INVOICE = '' where LOCATION_ID in ( select UNIQUE_ID from LOCATION where biz_id in ())
airliquide, como, corp, de, el, en, english, envio, facturas, jaime, los, luengo, mail, martin, martin-luengo@eu, modificar, n/a, para, puntos, venta
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KB0051676
Cerrar viaje o servicio de una TSA Android
English
jaime.martin-luengo@eu.corp.airliquide.c
16
Jaime MARTIN LUENGO
Uncategorized
Published
2025-08-06 8:14:19
6
IT Knowledge
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2024-08-21 8:24:49
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ALZ-EU-GCS-Ext. Customers-L2
Cerrar viaje o servicio de una TSA Android Nos conectamos a la base de datos de TSA Android (GAVSASPLUS en la instancia SRV02361.cepsacorp.es\sql16) Solicitamos al usuario en código de la TSA Comprobamos si esa TSA tiene algún viaje abierto: select * from OUT_SERVICE where DEVICE_PARAMETER_BIZID='' and END_DATE is null En caso afirmativo, ejecutamos la siguiente consulta de UPDATE: update OUT_SERVICE set END_DATE=getutcdate(), MODIFICATION_DATE=getutcdate(), MODIFICATION_USER=-185 where DEVICE_PARAMETER_BIZID = '' and END_DATE is null En caso negativo, contactamos con el solicitante para que nos confirme el código de TSA correcto
MIR INC0563451 - SAP CHORUS - functional issues (March 15th, 2020)
English
james.jacqueline@eu.corp.airliquide.com
12
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:06
23
Major Incident Reports
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Chorus - Finance
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2020-03-15 16:41:35
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GIO-CS-EUR-OXYA-L1
MAJOR INCIDENT REPORT Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SAP CHORUS - functional issues INC0563451 - March 15th, 2020 Timezone : GMT Total outage duration : 4 Hours 4 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
ALAIR - How to log a ticket for Alair related issues?
English
Janos.TIMAR@eu.corp.airliquide.com
100
Dariusz KWIECIEN
Uncategorized
Published
2025-07-29 22:03:29
15
myITcorner
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2023-06-12 9:29:35
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BEC-ALAIR-L3
ALAIR - How to log a ticket for Alair related issues In this article you will learn about where to log a ticket for Alair related issues. Step 1 Please go to asp.apps.airliquide.com Step 2 Then you can choose to open a Ticket or look at the existing tickets Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
(E&C) Power BI E&C PROD : Add or remove approvers in Power BI initiative
English
Janos.TIMAR@eu.corp.airliquide.com
19
Christelle FLORELLA
Uncategorized
Published
2025-08-01 13:25:49
19
myITcorner
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BEC-DBI
(E&C) Power BI E&C PROD : Add or remove approvers in Power BI initiative This article shows you how to make the request through MyITCorner to add or remove approvers on Power BI initiatives. It is only applicable to E&C. Step 1 Open a ticket () in MyITCorner and fill the template Step 2 Choose My Applications > Power BI E&C - PROD as below: Then choose the Situation Add/Remove an Approver on Power BI initiative Step 3 Indicate the modification to perform as below: Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
COUNTRY/REGION: GLOBAL ENTITY: BIS E&C SYMPTOMS: QRA application is not available for the user. STEPS: Assign incident to BEC-QRA-L3 LOGGING CATEGORISATION: Ticket template to be used: 0_E&C[Business Application] problem Business service: BEC - Pelican-QRA & Risk management CI: Pelican-QRA & Risk management - PROD Situation: Availability [Incident] Assignment group: BEC-QRA-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
[Office Telephony] - Webex - Mobile Application overview
English
Janos.TIMAR@eu.corp.airliquide.com
21
Emmanuel DELORT
Uncategorized
Published
2025-08-20 1:03:16
17
myITcorner
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2023-01-27 13:57:49
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GIO-NET-TELEPHONY KB
Webex Mobile Application overview This article provides a high level overview of the screens in the Webex Mobile Application. Step 1 Application Overview 1. Keypad: Click here to get a traditional phone keypad 2. Call Pull: If you want to take a call that is already in progress on your desk softphone, you can click this button to pull the call to the mobile application so you can take the call there. 3. Recents and Missed: Select whether you want to see all recent calls or just missed calls 4. Calling: This option is the default landing screen 5. Contacts: Your Webex Contacts 6. Voicemail: Click here to see your voicemails 7. Search: Search the directory for someone to call Step 2 Contacts Screen By selecting the Contacts Tab, you will see a list of your top contacts, which are your favorites as well as a list of “Other contacts”. On this screen, you can click the + sign in the top-right hand corner to add a new contact or a group Step 3 Keypad Screen The keypad screen is simply a keypad just like you would use on our mobile phone’s native dialer. If you need a full keyboard for any reason, you can click the keyboard in the top right corner. Step 4 Voicemail Screen The voice mail screen displays all of the voice mails in your inbox. You can click Inbox to see all messages or click Unread to see a list of only your unread messages. If you click on a message, you will see information about it including the caller ID, options to play, delete, or mark a message as read, and the transcription if available. To go back to the inbox, click the carrot in the top left corner Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
iOS - Factory reset You might need to perform a factory reset on your iOS Apple device due to the failed enrollment or bug/defect of Intelligent HUB. Prerequisite Performing an iOS factory reset will delete all your data and get the software back to its original state. This means all apps and data stored on your device will be deleted. Make sure to back up all critical files and data before proceeding. Visit https://support.apple.com/guide/iphone/back-up-iphone-iph3ecf67d29/ios to check how to back up you iOS phone. Step 1 Tap Settings > General > Transfer or Reset [Device] Step 2 If prompted, enter your passcode or Apple ID password Step 3 Wait for your device to erase (Depending on your device, it can take a few minutes to completely erase your data) Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
EE Customer & Distributor Data Management and Invoicing
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COUNTRY/REGION: Austria ENTITY: BIS EUROPE SYMPTOMS: AT-AL Austria calling related to Oracle wondering what that pop-up was related to Oracle Instant Client installation. STEPS: Inform the user that it is an automatic installation deployment that is necessary for for the planned iALADIN Oracle Database Upgrade and the change to the new Datawarehouse LOGGING CATEGORISATION: Business service: EE Customer & Distributor Data Management and Invoicing Configuration item: Hostname of user`s pc Situation: Information request [Ad Hoc Request] Resolution Notes: Informed the user that it is an automatic installation deployment that is necessary for for the planned iALADIN Oracle Database Upgrade. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is requesting for password reset for their KEOPS Domain account. BEFORE YOU START: This article describe the process to manage Alizent Active Directory accounts in KEOPS Domain. STEPS: 1.-If the End User is asking for password reset of current password redirect them to Password Reset Utility. 2.- If KO. Login into KEOPS Domain Controller. User: KEOPS\GIOKEOPS Password: ask your lead for login password 3.- Open Active Directory Users and Computers. If unable to access to KEOPS Domain Controller create an ADHOC and assign it as per Logging Categorisation below. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Windows account unlock Business service: GIO - SEC - OKTA Situation: Windows password reset [Ad Hoc Request] Assignment group: GIO-EUS-FS-CANADA-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: OSS
account, accounts, active, airliquide, alizent, alizent account management password reset active directory users and computers keops process to manage alizent active directory accounts in keops domain gio-eus-fs-canada-l2, com, computers, corp, directory, domain, english, gio-eus-fs-canada-l2, janos, keops, login, manage, management, mario, mattar, password, process, reset, timar@eu, unable, users
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KB0034560
[Office Telephony] - Webex - call settings in desktop application
English
Janos.TIMAR@eu.corp.airliquide.com
39
Ferdinand ROCHAS-SC
Uncategorized
Published
2025-07-29 13:46:38
16
myITcorner
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GIO-EUS-SD-EUROPE-L1
Call settings in Webex desktop application This article describes how to change call settings and preferences in Webex desktop Application. Step 1 Call Settings The Call Settings menu has two options: Call Forward: Click into the drop-down list to forward your calls to another number. You can choose to forward your calls to voicemail, or a number that you have pre-programmed using the call preferences menu. Call Preferences: Click here to open an expanded menu including setting up additional numbers for call forwarding Step 2 Call Settings - Call Preferences When click the Call Preferences option, the main menu for the application will be presented. The menu will automatically move to the Calling options. In this window, there are 6 options: Multi Call: Click the checkbox next to this option to open the multi-call window which is a smaller pop-out window of the softphone which includes support for multi-lines. As of the writing of this document, Webex Calling does not support multi-line, so this feature is not needed. The feature is in development and is expected in late 2022/early 2023 Call Forward: From this drop-down list you can select a number to forward your calls to or disable call forwarding. If your desired call forwarding number is not in the drop-down list, click the + sign to add a number to the call forwarding list. Manage My Numbers: This option allows you to add numbers for Single Number Reach. If you want to have another phone number ring when someone calls your phone, you can add those numbers here. This option is also used for the Call Back feature, but that option is only used with the mobile application. Click the + button to add a number. If a number already exists, you can click the checkbox next to the number to enable or disable it Call Window Settings: Use these options to control how you want the application to act when you are on a call Additional Call Settings: Links are provided to access two portals. Note that despite their names, both portals have access to the same thing, the difference is that one is in application (advanced call settings) and via a web page (user portal). For most users, there is no need to touch these settings and it is recommended to leave these alone unless otherwise instructed: Advanced Call Settings: Additional call settings /User Portal: Opens https://settings.webex.com E911 Service: Currently this is only in use in the US and Canada. This option allows you to update your emergency services address. This is only possible if you have manually set your emergency services address. If you did not manually set your emergency services address, the system will appear to allow you to update the address, but when you save your changes, they will not apply. This is normal as the system administrators manage the addresses for Group sites in the US and Canada. Step 3 Call E911 Settings Currently this is only in use in the US and Canada. This option allows you to update your emergency services address. This is only possible if you have manually set your emergency services address. If you did not manually set your emergency services address, the system will appear to allow you to update the address, but when you save your changes, they will not apply. This is normal as the system administrators manage the addresses for Group sites in the US and Canada. Clicking on this item will bring up the window where you can enter your address information. As noted elsewhere in this document, if you login from an unknown location and have a phone number assigned to a US or Canadian location, you will be prompted to enter the address of the location you are in so that if you call 911, it is routed to the correct Public Safety Answering Point (PSAP or essentially the local 911 office). If you do not have a valid E911 configuration, you will see the icon with a red X at the bottom of the screen Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
[Office Telephony] - Webex - How to login to the mobile application
English
Janos.TIMAR@eu.corp.airliquide.com
17
Emmanuel DELORT
Uncategorized
Published
2025-08-19 11:03:00
30
myITcorner
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GIO-NET-TELEPHONY KB
How to login to the Webex mobile application This article describes how to login to the Webex mobile application on your approved mobile device. Step 1 After launching the application for the first time, click the Sign In Button Step 2 Enter your email address and click Next Step 3 It is possible that you are logged in at this point because of how your phone has processed the Google login. Assuming you are not automatically logged in, you will either be presented with a screen asking you to enter your Google account email or you will be prompted to select your account as it it shown below. Step 4 Enter your password Step 5 Your final step is to validate your login using 2-step verification. You will be prompted to either validation the login on your Gmail application on your mobile phone or via a text message. Step 6 When you login, if the application has been updated recently, you may be informed of what’s new in the application. Feel free to read it or close it. Step 7 When logging in you may be provided with a notification about Emergency Calling. It is recommended to only use the native dialer of a mobile phone to call Emergency Services and not the application. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
MMS - Add L1.5/SME to watch list on ticket after they provided support
English
Janos.TIMAR@eu.corp.airliquide.com
25
Guillaume CHIROL
Uncategorized
Published
2025-07-30 11:08:53
7
GIO Service Desk
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GIO - EUS - Service Desk
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2024-04-08 13:29:32
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GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: If you require assistance with a ticket, as per process, please add the colleague who provided support for you to the watchlist or make sure to send them the ticket number so that they can add themselves. It is an SD internal process DO NOT ATTACH TO TICKET! STEPS: 1. Open the ticket in question.2. Scroll down to Notes tab:On ADHOC ticket:4. Add the name of the SME/L2 who assisted you with the ticket. You can add multiple people if multiple people assisted you with a ticket.6. Save the ticket. ARTICLE TYPE: Process TEAM: L1
add, add to watchlist, after, airliquide, chirol, com, corp, desk, english, eu, europe, europe service desk, guillaume, helpdesk, helpdesk internal, how, how to add, internal, janos, l1, list, mms, now, process, provided, service, service desk, service now, sme, snow, support, they, ticket, timar@eu, watch, watch list, watchlist
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KB0034558
[Office Telephony] - Webex - call handling in desktop application
English
Janos.TIMAR@eu.corp.airliquide.com
24
Ferdinand ROCHAS-SC
Uncategorized
Published
2025-07-29 13:46:38
9
myITcorner
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2024-04-02 11:42:19
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GIO-EUS-SD-EUROPE-L1
Call handling in the Webex desktop application This article will describe how to answer a call and the in-call experience Step 1 Receiving a Call When you receive a call, you will see a notification on your screen, often in the lower left corner. You have the option to Decline or Answer the call. After answering the call, you will be presented with a full-screen view. To mute and unmute your microphone, click the button. To end the call, click the button. If you need to enter any digits on a keypad, click the button. If you click the button, you will be presented with the following menu Step 2 Call Pickup Call pickup is a feature enabled at a site level. If you have been informed that call pickup is enabled at your location, you can click Call Pickup to answer calls ringing at another phone in your location: Click Pick up to answer the oldest call that is ringing at your site in the event that multiple phones are ringing Enter an extension and click the caret in the Directed Pickup box if you want to ensure that you are answering calls ringing on a specific phone in the event that multiple phones are ringing Step 3 Minimizing the Call Window If, while you are on a call, you minimize, or cover the Webex application with another window, you will see a smaller window appears on the screen so that you know you are on a call still You can click the caret icon in the top-right to make this window even smaller. Click the Webex icon and move your mouse around to reposition the box elsewhere on the screen Click in the middle of the screen and select Maximize to return back to the full screen view, or you can select the call screen from your taskbar. Step 4 Hold When you click the hold button, the screen will change to show pause sign next to the icon for the party you have placed on hold. From this screen you can transfer the call or you can click the Resume button to return to the call Step 5 Transfer If you click the transfer button, either from the hold menu or the main call screen, you be presented with a transfer screen. From here, just like placing a phone call, you can either search for where you want to send the call to in the directory or by dialing the number you wish to transfer to. You can transfer to both internal and external phone numbers. Once you have dialed the number or picked a contact, the icons for Consult first and Transfer now will change to green. If you want to ensure that the call is answered by a live person, it is recommended to use the Consult first button. If you click the Transfer now button, the call will be transferred and your softphone will disconnect. The other party will hear ringing just as if they had placed the call directly. Step 6 Transfer - Consult first If you choose the option to Consult first, then the other party will be placed on hold and you will see the screen to the left. If you pay attention to your desktop, you will see that there are now two call windows open. One for the call you are placing for the consultative transfer, and your original call. At any time, you can click the Complete transfer button and the call will be transferred, even if the party you are transferring to has not answered the call. If you click the icon, the attempt to transfer will be ended and you will be returned back to the original call which you will see is on hold. Click Resume to resume that call, or you can click Transfer once more to attempt a new transfer. If the party you are trying to transfer the call to has answered you will still see the Complete transfer button, but you will also have the option to select the button where you will see options to place that call on hold or merge the two calls in case you wish to conference the two parties in with you. NOTE: If you merge calls, and you disconnect from the conference, all calls will be disconnected. Only merge calls if your needs have changed from a transfer to a conference. If, during the consultative transfer, you are informed that the other party cannot take the other call or you end up in their voice mail box, you can end the call with them and revert back to the original call. Step 7 Conference The conference and transfer features are very similar. Once you click conference, you will be presented with a window to dial the number you wish to conference in. Search for the contact or enter the number and click Audio If you wish to stop the attempt to conference in another party, you can click the button at any time. Once the other party has answered the call and you can click to merge the calls. Once the calls are merged, you will be presented with a new window which includes the standard calling options as well as a list of the participants. Note that you can have up to 6 participants in a conference call. If you click the end call button from here, the call will be ended for all participants. Step 8 Conference - Removing a Participant from a call If you need to remove a participant from a conference call, hover over their phone number until you see the button. Once you do, click it and then click Remove from Conference. In the pop-up window, click OK. You call with the other participants will stay live, but the selected caller will be disconnected. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Devices - Report a device as Lost or Stolen In this article you will learn about how to report a device (Laptop, Mobile phone, Tablet, Chromebook) as Lost or Stolen Step 1 Open the Request "Report a device as Lost or Stolen" Path: myITCorner > Devices > Return a device > Report a device as Lost or Stolen Step 2 Select your device (you can search by name/service tag of the device) Click the checkbox in case you would like to report more than one device If you don’t find your device, please contact the Service Desk Step 3 Describe what happened to your device Step 4 Provide the Police Report Select "Yes" and attach the police report to the request if available. Otherwise select "No" and you will get a notification to send it later. A Police Report is mandatory in case of Theft. This report can be attached directly to the request, otherwise an email (& 2 reminder) will be sent to you which you can reply later with the attached Police Report. Step 5 Inform about the status of the device Also explain whether other storage such as external Hard Drive or USB Stick were lost Step 6 Inform about the data which was stored on the device Step 7 If you used personal passwords on the device not managed by GIO, please change them immediately! Step 8 Click "Order Now" to submit the request With checking out of the Request an Incident will be opened for Service Desk to block the device and reset password. Another incident will be opened for CSIRT to monitor the device. Step 9 If you answered the question “Do you have a police report” with “No”, you will receive this email. Please reply to this email as soon as you have the Police Report and attach it to your reply. Step 10 You will get a reminder after 1 week and a second reminder after 3 weeks. Please follow our security rules and declare a theft to the Police and provide us the Police Report as attachment directly to the request or with the reply on the email notifications. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
(E&C) Power BI or Data Integration Flow : Report an issue or a non cataloged request
English
Janos.TIMAR@eu.corp.airliquide.com
53
Christelle FLORELLA
Uncategorized
Published
2025-07-29 21:41:29
19
myITcorner
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GIO-SEC-AD-AUTHENTICATION SERVICES-L2
(E&C) Power BI or Data Integration Flow : Report an issue or a non cataloged request This article shows you: how to report an issue how to request a non cataloged Item request related to Power BI or to Data Integration Flows (Data Integration Flows = data transfer from an application to another one). It is only applicable to E&C. Step 1 Open a ticket () in MyITCorner and fill the template Step 2 Following the application concerned, choose My Applications > Power BI E&C - PROD or My Applications > Data Integration Flow (ETL BIS E&C AWS) - PROD Then choose the Situation among the list below according to : your incident : access issue or Bug/Defect or Data issue Or your request : Non cataloged request Step 3 Describe your issue or your request with all relevant details Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
(E&C) Power BI or Data Integration Flow : access, creation or modification
English
Janos.TIMAR@eu.corp.airliquide.com
31
Christelle FLORELLA
Uncategorized
Published
2025-08-01 13:27:09
19
myITcorner
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BEC-DBI
(E&C) Power BI or Data Integration Flow : access, creation or modification You can make here an introduction of your Article. This article shows you: how to request access to Power BI Dashboards how to request a creation or a modification of Power BI dashboards or Data Integration Flows (Data Integration Flows = data transfer from an application to another one). It is only applicable to E&C. Step 1 Open : myITCorner Catalog > Applications > Data & BI Step 2 Then, select the Item corresponding to your request and let you guided by the form Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User's is unable to work due to: Hardware issues (booting, broken screen etc) Windows profile with error message Windows screen: blue or black screen if a user has an other valid business reason: User's who use SAP , and they have deadline, for example: financial closure at end of month Chromebox meeting , user will have a meeting, but Chromebox not working Urgent installations, (only if the user has valid install request ) and app needs for finish a work to meet deadline Cortex issues: when blocking an essential app NOTE: If user says something else is urgent, MANDATORY TO ASK FOR A BUSINESS REASON! STEPS: if the user is unable to work, due to pc not working or the user has a valid business reason, you can use the P3 priority: Add the tag : URGENT to the short description: LOGGING CATEGORISATION: Based on the issue. TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
Modificar el campo "Gestion de cobro directo - GD" de una poliza
English
javier.garciapascual@eu.corp.airliquide.
24
Javier GARCIA PASCUAL
Uncategorized
Published
2025-07-28 19:38:57
5
IT Knowledge
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2025-07-07 13:04:58
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ALZ-EU-GCS-Ext. Customers-L2
IMPORTANTE: Todas las modificaciones de pólizas deberían realizarse desde el portal web de Gasflow o recibidas directamente desde la interfaz con SAP UNICAMENTE haremos este tipo de cambios si el caso en Salesforce ha sido creado por el área de negocio de Gasib (Israel Gardel, Mª Jesus Morlon o Lorenzo Pantoja) o por la de DSI (Javier Zamorano) Puede que desde Gasib nos pidan modificar el campo "Gestión de cobro directo" de una póliza, para lo cual haremos lo siguiente 1. Nos conectamos a la BBDD de Gasib (CEPSADIS_GFWCENTRAL_PROD) Dependiendo de la modificación que haya que realizar sobre el campo, podemos encontrarnos con dos casos: Caso 1. Poner la póliza con gestión de cobro directo. 1. Realizamos la consulta select * from policy where policy_number = '' y cogemos el valor del campo "PAYMASTER_CUSTOMER_ID" 2. Localizamos el registro asociado al pagador de la póliza (PAYMASTER_CUSTOMER_ID) en la tabla LOCATION_EXTENDED, realizando la siguiente consulta: SELECT * FROM LOCATION_EXTENDED WHERE LOCATION_ID = 3. Ejecutar la siguiente sentencia para poner la poliza como de gestion de cobro directo: update LOCATION_EXTENDED SET DIRECT_MANAGEMENT = 1 WHERE LOCATION_ID = Comprobamos en la web que la póliza aparece como "Gestión de cobro directo" = "Si" Caso 2. Quitar la póliza de gestión de cobro directo. 1. Realizamos la consulta select * from policy where policy_number = '' y cogemos el valor del campo "PAYMASTER_CUSTOMER_ID" 2. Localizamos el registro asociado al pagador de la póliza (PAYMASTER_CUSTOMER_ID) en la tabla LOCATION_EXTENDED, realizando la siguiente consulta: SELECT * FROM LOCATION_EXTENDED WHERE LOCATION_ID = 3. Ejecutar la siguiente sentencia para poner la poliza como de gestion de cobro directo: update LOCATION_EXTENDED SET DIRECT_MANAGEMENT = 0 WHERE LOCATION_ID = Comprobamos en la web que la póliza aparece como "Gestión de cobro directo" = "No"
airliquide, campo, cobro, con, corp, de, directo, el, english, este, garcia, garciapascual@eu, gd, gestion, incidencias, javier, modificar, pascual, poder, poder resolver incidencias con este problema, poliza, problema, resolver, una
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KB0043729
Como cambiar la password a un usuario y desbloquearlo
English
javier.garciapascual@eu.corp.airliquide.
53
Rodrigo FLORES CASTILLO
Uncategorized
Published
2025-09-01 13:09:10
4
IT Knowledge
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1
2025-09-01 13:09:00
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ALZ-EU-GCS-Ext. Customers-L2
Como cambiar la password a un usuario y desbloquearlo Acceder a la base de datos Abrir FortiClient https://vpn.prioenergy.com/remote/login?lang=enUsuario jaime.martin.extPassword en Keepass o preguntar a Jaime Martin-LuengoUna vez introducido el password, se debe abrir el Fortitoken, e introducir la clave dinámica que proporciona esta app. Pedir clave a Jaime Martin-Luengo. Una vez conectado pulsar sobre el link del servidor 10.10.50.172 srvathelia02 En el escritorio encontrarás una utilidad llamada Password Hash Tool. Una vez abierta, introducir la nueva password deseada y pulsar el botón Hash Esta acción generará nuevos valores en los campos Hash y Salt (ver imagen) Abrir una consulta sobre la base de datos llamada GFWCENTRAL_PRO (SQL Server Management Studio disponible en el taskbar del servidor)Hacer un update en la base de datos usando los valores generados por la aplicación (Hash y Salt) para los campos PASSWORD_HASH y PASSWORD_SALT respectivamente Para poder copiar la consulta: Copiamos consulta en el portapapelesPulsamos F8 sobre el servidorAparecerá una pantalla a la derecha y pulsaremos sobre la opción "Clipboard"Pegaremos la consulta que tenemos en nuestro portapapelesUna vez aparece la consulta en pantalla, pulsamos en la opción "Copy to Remote Clipboard" Sabed que existe una fichero llamado unblock_Password.sql en la carpeta c:/Alizent/Queries con la sentencia utilizada la última vez UPDATE [USER] SET AUTHENTICATION_ATTEMPTS = 0, IS_BLOCKED = 0, PASSWORD_HASH=' ', PASSWORD_SALT=' ', BLOCKED_DATE = NULL, MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = -185, PASSWORD_DATE=GETUTCDATE() --Fecha de última modificación de la contraseñaWHERE LOGIN = ' '
Puede que desde MSM nos pidan revisar el estado de un aviso. Para ello realizaremos lo siguiente Nos conectamos a la BBDD de MSM (MSM_BOS) Una vez dentro, realizamos los siguientes pasos --En el caso en el que no nos faciliten el codigo del aviso, intentaremos localizarlo a través del establecimiento select * from MSM_BOS.dbo.SITE where BIZ_ID = '3573468' --Localizamos el aviso (si tenemos el codigo de aviso, usaremos el campo CC_BIZ_ID, si no, utilizaremos el campo SITE_ID) select * from MSM_BOS.dbo.CC_INCIDENT where SITE_ID = 371240 order by ID desc --Para saber la fecha de creación, miraremos el campo CREATION_DATE: 2024-05-22 10:37:03.753 --Esta fecha debe ser del mismo dia y hora que el valor del campo INCIDENT_DATE: 2024-05-22 10:37:03.740, en caso contrario, informaremos a quien nos creó el caso de este problema, informando que el aviso no llegó hasta la hora indicada --Para saber la fecha en la que el aviso fue recibido en el terminal, miraremos el campo RECEIVED_DATE:NULL --Para saber la fecha en la que el aviso fue visualizado por el tecnico en el terminal, miraremos el campo SEEN_DATE:NULL --Si las fechas de RECEIVED_DATE Y SEEN_DATE están vacías, tendremos que revisar posibles errorres de sincronización de datos en el terminal del técnico asignado al aviso (USER_ID) --Localizar el terminal utilizando el KB ***
airliquide, aviso, como, corp, de, el, english, estado, este, garcia, garciapascual@eu, incidencias, javier, pascual, resolver, resolver este tipo de incidencias, revisar, tipo, un
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KB0049205
Liberar viaje camión
English
javier.garciapascual@eu.corp.airliquide.
43
Javier GARCIA PASCUAL
Uncategorized
Published
2025-07-28 19:38:58
10
IT Knowledge
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0
2024-04-12 13:46:29
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ALZ-EU-GCS-Ext. Customers-L2
Puede que desde Gasib nos llamen porque tienen que liberar el viaje de un camión. Procederemos de la siguiente manera: 1. Nos conectamos a la BBDD de Gasib (CEPSADIS_GFWCENTRAL_PROD) En este punto nos podemos encontrar dos casos: Caso 1: Conozco el usuario que abrió el viaje (Ejemplo Caso Salesforce 00619113) 1. Localizo al usuario que tiene el viaje abierto. Para ello, realizamos la siguiente consulta: select * from CEPSADIS_GFWCENTRAL_PROD.dbo.LOGIN where LOGIN = 'jtorres'. Cogemos el valor del campo UNIQUE_ID 2. Busco el viaje abierto para este usuario: Compruebo que el campo TRIP_STATUS = Opened y recojo el valor del campo TRIP_GUID. Para ello utilizamos la siguiente consulta: select * from CEPSADIS_GFWCENTRAL_PROD.dbo.HANDHELD_DATA where LOGIN_ID = 2486 3. Localizo el viaje abierto unicamente para confirmar que está abierto (es decir, el valor de end_date = null). Usamos la siguiente consulta: select * from CEPSADIS_GFWCENTRAL_PROD.dbo.TRIP where TRIP_GUID = 'bb4a621b-672a-4ccf-9c5c-ca335815f7aa' 4. Para liberar el viaje usamos las siguientes sentencias: update CEPSADIS_GFWCENTRAL_PROD.dbo.HANDHELD_DATA set TRIP_DEVICE_ID = null, TRIP_GUID = null, TRIP_OPEN_DATE = null, TRIP_STATUS = 'closed', TRIP_TRUCK = null, TRIP_VISIT = null, MODIFICATION_DATE = getutcdate() where LOGIN_ID = 2486 update CEPSADIS_GFWCENTRAL_PROD.dbo.TRIP set END_DATE = GETUTCDATE(), MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = -185 where TRIP_GUID = 'bb4a621b-672a-4ccf-9c5c-ca335815f7aa' Caso 2: Conozco el vehículo 1. Localizo el camión bloqueado. Para ello usamos la siguiente consulta: select * from CEPSADIS_GFWCENTRAL_PROD.dbo.LOCATION where BIZ_ID like '%) order by UNIQUE_ID desc 3. Averiguo el usuario que ha abierto viaje con el camión indicado (Campo UID_LOGIN). Para ello realizamos la siguiente consulta: select * from CEPSADIS_GFWCENTRAL_PROD.dbo.login where unique_id = 4. Para liberar el viaje, cogemos los valores TRIP_GUID de la consulta del punto 2 y el UID_LOGIN de la consulta del punto 3 y ejecutamos las siguientes sentencias: update CEPSADIS_GFWCENTRAL_PROD.dbo.HANDHELD_DATA set TRIP_DEVICE_ID = null, TRIP_GUID = null, TRIP_OPEN_DATE = null, TRIP_STATUS = 'closed', TRIP_TRUCK = null, TRIP_VISIT = null, MODIFICATION_DATE = getutcdate() where LOGIN_ID = update CEPSADIS_GFWCENTRAL_PROD.dbo.TRIP set END_DATE = GETUTCDATE(), MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = -185 where TRIP_GUID =
airliquide, camion, corp, de, english, este, garcia, garciapascual@eu, incidencias, javier, liberar, pascual, poder, poder resolver este tipo de incidencias, resolver, tipo, viaje
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KB0048948
Como cerrar un servicio abierto en una TSA
English
javier.garciapascual@eu.corp.airliquide.
8
Jaime MARTIN LUENGO
Uncategorized
Published
2025-09-19 8:11:56
4
IT Knowledge
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2025-09-19 8:11:38
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ALZ-EU-GCS-Ext. Customers-L2
Como cerrar un servicio abierto en una TSA Abrimos la consola del D365 de Cepsa (https://windows365.microsoft.com)Nos logueamos con el usuario jmarti22Nos conectamos al Cloud PCAbrimos el SQL Server Management StudioAbrimos la bbdd llamada GAVSASPLUS existente en la instancia SRV02361.cepsacorp.es\sql16Buscar si hay viajes abiertos para el usuario de la incidencia: select top 10 * from OUT_SERVICE where DEVICE_PARAMETER_BIZID='660' and END_DATE is null Marcar como borrados los viajes que existieran como abiertos: update OUT_SERVICE set END_DATE=getutcdate(), MODIFICATION_DATE=getutcdate(),MODIFICATION_USER=-185 whereDEVICE_PARAMETER_BIZID='660' and END_DATE is null
abierto, airliquide, cerrar, como, corp, en, english, garciapascual@eu, jaime, javier, luengo, martin, n/a, servicio, tsa, un, una
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KB0049098
Extracción masiva datos pólizas
English
javier.garciapascual@eu.corp.airliquide.
7
Javier GARCIA PASCUAL
Uncategorized
Published
2025-07-28 19:38:57
10
IT Knowledge
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0
2024-04-09 16:45:49
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ALZ-EU-GCS-Ext. Customers-L2
Puede que desde Gasib nos pidan sacar información de diferentes campos de las pólizas. Para ello haremos lo siguiente 1. Nos conectamos a la BBDD de Gasib (CEPSADIS_GFWCENTRAL_PROD) Dependiendo de la información que nos soliciten, tendremos varios casos Caso 1. Nos piden informacion sobre el número de teléfono, el email y el móvil asociado a varias pólizas (Caso Salesforce 00617064) 1. Lo primero será crear una tabla temporal con las pólizas que nos indican en el caso. Para ello ejecutamos la siguiente sentencia: CREATE TABLE #TablaTemporal (POLICY_NUMBER varchar(10)) INSERT INTO #TablaTemporal VALUES ('0000000101') INSERT INTO #TablaTemporal VALUES ('0000000105') INSERT INTO #TablaTemporal VALUES ('0000000116') INSERT INTO #TablaTemporal VALUES ('0000000128') INSERT INTO #TablaTemporal VALUES ('0000000203') INSERT INTO #TablaTemporal VALUES ('0000000219') INSERT INTO #TablaTemporal VALUES ('0000000237') INSERT INTO #TablaTemporal VALUES ('0000000241') INSERT INTO #TablaTemporal VALUES ('0000000242') INSERT INTO #TablaTemporal VALUES ('0000000250') INSERT INTO #TablaTemporal VALUES ('0000000585') INSERT INTO #TablaTemporal VALUES ('0000000627') INSERT INTO #TablaTemporal VALUES ('0000000631') INSERT INTO #TablaTemporal VALUES ('0000000641') INSERT INTO #TablaTemporal VALUES ('0000000649') INSERT INTO #TablaTemporal VALUES ('0000000660') INSERT INTO #TablaTemporal VALUES ('0000000662') INSERT INTO #TablaTemporal VALUES ('0000000680') INSERT INTO #TablaTemporal VALUES ('0000000688') INSERT INTO #TablaTemporal VALUES ('0000000754') 2. Una vez creada la tabla, ejecutamos esta sentencia para obtener los datos que nos solicitan:select POLICY_NUMBER, PHONE, EMAIL, MOBILE_PHONE from POLICY inner join LOCATION onPOLICY.TITULAR_CUSTOMER_ID=LOCATION.UNIQUE_ID inner join LOCATION_DYNAMIC_PROPERTY on LOCATION_DYNAMIC_PROPERTY.LOCATION_ID=LOCATION.UNIQUE_IDWHERE POLICY_NUMBER collate SQL_Latin1_General_CP1_CI_AS in (select POLICY_NUMBER from #TablaTemporal)order by POLICY_NUMBER
airliquide, casos, corp, datos, de, english, este, extraccion, garcia, garciapascual@eu, javier, masiva, para, para resolver este tipo de casos, pascual, polizas, resolver, tipo
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KB0052020
Revision Estado ETLs MSM
English
javier.garciapascual@eu.corp.airliquide.
11
Javier GARCIA PASCUAL
Uncategorized
Published
2025-09-04 9:52:06
6
IT Knowledge
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0
2025-09-04 9:32:29
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ALZ-EU-GCS-Ext. Customers-L2
EL TIEMPO DEDICADO A ESTA TAREA DEBE SER IMPUTADO EN LA SIGUIENTE ACTIVIDAD: PRJ-ES-000285 - ACT-015527-ES Una de las tareas diarias que debemos realizar es la revisión de las ETLs de MSM. Para ello realizaremos lo siguiente: Nos conectamos al servidor de MSM (MADW19S271)Accedemos a la BBDDEn el menú lateral, seleccionamos SQL Server Agent Abrimos la carpeta Jobs Hacemos clic derecho sobre cualquiera de los jobs y seleccionamos "View History"Nos aparecerá una ventana con todos los jobs Revisamos uno a uno los jobs, asegurándonos de que no haya errores (aspa roja) Una vez revisados los jobs, procederemos a revisar una serie de servicios. Para ello, realizaremos lo siguiente: Hacemos clic sobre el icono con dos engranajes de la barra de tareasRevisamos los jobs indicados en la imagen y su estado (son todos cuyo nombre empiezan por MSM) También debemos revisar los informes que se mandan a la web. Para ello nos vamos a la carpeta E:\Alizent\MSM_Reports. Una vez dentro, realizamos la siguiente comprobación: Accedemos a la carpeta CSV. Los ficheros de los informes se crean con el siguiente nombre: AÑOMES_BO_Nombre del informe. Buscamos el informe de la BO -99 (este archivo contiene la información de todas las intervenciones de las BOs, según el informe). Revisamos el tamaño que tiene dicho archivo.Ahora nos vamos a la carpeta E:\Alizent\MSM_Reports\Results y buscamos el archivo de la BO -99 con el nombre del informe que queremos comprobar. Si el tamaño del archivo es similar al que se encuentra en la carpeta CSV, habremos finalizado la comprobación. Si por el contrario, el tamaño varía demasiado, será necesario revisar con el equipo el problema Por último, es importante revisar el estado de la unidad F. Si el espacio libre de la unidad es de menos del 10% (Unos 5GB libres), es necesario realizar la limpieza de archivos antiguos. Para ello nos iremos a la siguiente ruta: F:\Logs\MSM.ERP.Integration En esta carpeta se guardan los logs de los últimos 3 meses. En caso de ser necesario liberar espacio, procederemos a la eliminacion de los logs del mes mas antiguo IMPORTANTE. Además de revisar el estado de los jobs y los procesos, hay que revisar el espacio libre de las unidades E y F (especialmente esta ultima)
airliquide, aplica, corp, english, estado, etls, garcia, garciapascual@eu, javier, msm, no, no aplica, pascual, revision
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KB0055284
BOTELLAS RECHAZAS EN LOS CARRUSELES DE LLENADO DE DOMESTICO
English
javier.garciapascual@eu.corp.airliquide.
5
NaN
Uncategorized
Published
2025-09-19 8:14:27
4
IT Knowledge
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ALZ - Remote Asset
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2025-09-19 8:14:00
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ALZ-EU-GCS-Ext. Customers-L2
BOTELLAS RECHAZAS EN LOS CARRUSELES DE LLENADO DE DOMESTICO Document Objective: Revisar el estado de la estación de llenado cuando nos informan que "El lector de tags de la tabuladora de entrada del circuito U001 (la antena) expulsa muchas botellas porque no las lee. Cuando volvemos a meterlas (para descartar que es problema del tag de la botella), la mayoría de las veces las lee, por lo que debe ser problema de la antena." Document Execution: Por el lado de Alizent, comprbar: ¿Puedes, por favor, ver si hay caídas de comunicación con el lector?, estas se tendrían que ver en los logs del SATCHMO Por el lado de GASIB, preguntar: ¿ Podría por favor verificar que efectivamente la luz no se enciende cuando se rechazan las botellas?¿Podrían, por favor, comprobar la altura de la antena respecto de la botella de INOX?, esta altura no debe ser superior a 40mm¿Podrían, por favor, comprobar si la antena ha sufrido algún golpe?¿podrían por favor decirnos si han empezado algún trabajo de cambio en el carrusel por parte de Makeen?
Proceso para comprobar el estado de sincronizacion de actividades
English
javier.garciapascual@eu.corp.airliquide.
13
Javier GARCIA PASCUAL
Uncategorized
Published
2025-07-28 20:50:41
10
IT Knowledge
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2
2024-02-02 12:34:54
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ALZ-EU-GCS-Ext. Customers-L2
Si recibimos llamadas o mails de usuarios que nos piden revisar el estado de la sincronizacion de actividades (pueden ser actividades dadas de baja que siguen apareciendo en terminales) Nos conectamos al servidor de MSM Abrimos la BBDD de db2 (BARRILDATW) Ejecutamos la consulta: SELECT * FROM IICBAR WHERE BIZ_ID = 'M2' Si viesemos que el valor del campo IS_DELETED no coincide con el valor que nos indicasen, nos iriamos a la tabla ISYNC para revisar el campo PROCESSING_STATUS. Si el valor de dicho campo fuese 0, es que no se ha procesado. Si el valor fuese 1, es que se esta procesando. Si el valor fuese 2, es que ha habido un error. Si el valor fuese 3, es que se ha procesado correctamente. Abrimos la BBDD de MSM (MSM_BOS) Revisamos el estado de la actividad ejecutando la siguiente sentencia: SELECT * FROM OPERATION WHERE BIZ_ID = 'M2' Si viesemos que el valor del campo IS_DELETED no coincide con el valor que nos indicasen, nos iriamos a la tabla IN_SYNCRONIZATION para revisar el campo PROCESSING_STATUS. Si el valor de dicho campo fuese 0, es que no se ha procesado. Si el valor fuese 1, es que se esta procesando. Si el valor fuese 2, es que ha habido un error. Si el valor fuese 3, es que se ha procesado correctamente. El siguiente paso seria revisar en la BBDD DJANGO_SAS el estado de la actividad. Ejecutamos la sentencia: SELECT * FROM IN_OPERATION WHERE BIZ_ID = 'M2 Si viesemos que el valor del campo IS_DELETED no coincide con el valor que nos indicasen, nos iriamos a la tabla IN_SYNCRONIZATION para revisar el campo PROCESSING_STATUS. Si el valor de dicho campo fuese 0, es que no se ha procesado. Si el valor fuese 1, es que se esta procesando. Si el valor fuese 2, es que ha habido un error. Si el valor fuese 3, es que se ha procesado correctamente. Por ultimo, revisariamos en la BBDD de DJANGO_CENTRAL el estado de la actividad. Ejecutamos la sentencia: SELECT * FROM OPERATION WHERE BIZ_ID = 'M2' En caso de que coincidiesen todos los valores del campo IS_DELETED, lo ultimo que hariamos seria conectarnos en remoto a un terminal de MSM y verificar si aparece o no dicha actividad en el terminal
actividades, airliquide, comprobar, con, corp, de, el, english, estado, garcia, garciapascual@eu, incidencias, javier, para, pascual, proceso, relacionadas, resolver, resolver incidencias relacionadas con el estado de sincronizacion de actividades, sincronizacion
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KB0049121
Como Forzar el Envío de Transacciones a SAP
English
javier.garciapascual@eu.corp.airliquide.
39
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 19:38:57
11
IT Knowledge
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0
2024-05-22 11:26:55
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ALZ-EU-GCS-Ext. Customers-L2
Como Forzar el Envío de Transacciones a SAP Gasib nos podrá solicitar el envío a SAP de transacciones realizadas ese mismo día. Recordemos que el proceso que envía estos movimientos es un proceso nocturno que se ejecuta a las 23:00 de cada día Pasos a Seguir: Comprobar la existencia de las transacciones y el valor del campo PROCESSING_STATUS = 4 select * from CEPSADIS_GFWCENTRAL_PROD.dbo.OUT_SYNCHRONIZATION where BIZ_ID in ( SELECT UNIQUE_ID FROM CEPSADIS_GFWCENTRAL_PROD.dbo.COMMERCIAL_OPERATION_CAB where BIZ_ID in ( '5f6bb83a-da7e-430b-bba4-6671777a8b4e', '2939a509-bf7b-4092-b1ff-55aa365b9564' )) En caso afirmativo Forzar el envío de transacciones a SAP update CEPSADIS_GFWCENTRAL_PROD.dbo.OUT_SYNCHRONIZATION set PROCESSING_STATUS = 0 where PROCESSING_STATUS = 4 and BIZ_ID in ( SELECT UNIQUE_ID FROM CEPSADIS_GFWCENTRAL_PROD.dbo.COMMERCIAL_OPERATION_CAB where BIZ_ID in ( '5f6bb83a-da7e-430b-bba4-6671777a8b4e', '2939a509-bf7b-4092-b1ff-55aa365b9564' )) Comprobar que el campo processing_status pasa del valor 0 al valor 3 select * from CEPSADIS_GFWCENTRAL_PROD.dbo.OUT_SYNCHRONIZATION where BIZ_ID in ( SELECT UNIQUE_ID FROM CEPSADIS_GFWCENTRAL_PROD.dbo.COMMERCIAL_OPERATION_CAB where BIZ_ID in ( '5f6bb83a-da7e-430b-bba4-6671777a8b4e', '2939a509-bf7b-4092-b1ff-55aa365b9564' )) Comprobar que las transacciones han sido enviadas a SAP. Un registro por cada transacción debe exitir en la tabla ERP_OUT_OPERACION_COMERCIAL_CAB select * from CEPSADIS_GFW_ERP_INT_PROD.dbo.ERP_OUT_OPERACION_COMERCIAL_CAB where CODIGO_TRANSACCION in ( '5f6bb83a-da7e-430b-bba4-6671777a8b4e', '2939a509-bf7b-4092-b1ff-55aa365b9564' ) En caso negativo Evaluar internamente
Lentitud en la lectura de botellas en las líneas de llenado
English
javier.garciapascual@eu.corp.airliquide.
12
Jaime MARTIN LUENGO
Uncategorized
Published
2025-09-19 8:13:46
4
IT Knowledge
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ALZ - Remote Asset
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0
2025-09-19 8:13:21
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ALZ-EU-GCS-Ext. Customers-L2
Lentitud en la lectura de botellas en las líneas de llenado Document Objective: Es posible que la velocidad de respuesta a las lecturas de botellas se ralentice debido a una degradación de índices en las tablas de la base de datos del LFT Document Definition: Para solucionar este hecho, existen unos procedimientos almacenados que realizan estas 3 tareas de mantenimiento: UpdateStatisticsSPReorganizeIndexSPRebuildIndexSP Se adjunta el script de creación de dichos procedimientos para el caso de que el LFT afectado no los tuviera creados Document Execution: Nos conectamos remotamente al LFT vía SotiMobicontrolUna vez conectados, abrimos el "SQL Server Management Studio"Localizamos la bbdd llamada LFT y comprobamos que los procedimientos almacenados estén creados En caso de que no estuvieran, copiamos y ejecutamos el script adjunto en este artículo Una vez comprobado que los procedimientos existen, abrimos un editor de SQL y ejecutamos los procedimientos en este orden: UpdateStatisticsSPReorganizeIndexSPRebuildIndexSP Para cada una de las ejecuciones, comprobamos que el resultado ha sido exitoso
Como saber el numero de clientes activos y accesos realizados a la web de incidencias de MSM
English
javier.garciapascual@eu.corp.airliquide.
10
Javier GARCIA PASCUAL
Uncategorized
Published
2025-07-28 20:50:41
16
IT Knowledge
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2024-02-01 14:29:45
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ALZ-EU-GCS-Ext. Customers-L2
Si recibimos llamadas o correos en los que nos piden saber el numero de clientes activos y el numero de accesos a la web de incidencias de MSM Nos conectamos al servidor de MSM Abrimos la BBDD de MSM (MSM_BOS) Para saber la cantidad de clientes que tienen acceso a la web de incidencias de MSM ejecutamos la consulta: select count(*) as 'Clientes Activos' from WI_USER where SOURCE_SYSTEM <> 'R' and IS_DELETED = 0 Para saber la cantidad de accesos realizados por distintos usuarios lanzamos la consulta: select year (WI_USER_SESSION.CREATION_DATE) as 'Años', count(distinct WI_USER_SESSION.WI_USER_ID) as 'Usuarios' from WI_USER_SESSION inner join WI_USER ON WI_USER_SESSION.WI_USER_ID= WI_USER.ID where SOURCE_SYSTEM <> 'R'group by year (WI_USER_SESSION.CREATION_DATE) order by year (WI_USER_SESSION.CREATION_DATE)
accesos, activos, airliquide, clientes, como, corp, de, el, english, este, garcia, garciapascual@eu, incidencias, javier, la, msm, numero, pascual, realizados, resolver, resolver este tipo de incidencias, saber, tipo, web
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KB0056739
[GASFLOW] - [WEB] - Desnormalización de Direcciones
English
javier.garciapascual@eu.corp.airliquide.
22
NaN
Uncategorized
Published
2025-09-05 12:49:41
4
IT Knowledge
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2025-09-05 12:44:15
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ALZ-EU-GCS-Ext. Customers-L2
Desnormalización de Direcciones - Cambio Códigos Postal de Pólizas Document Objective: Tras la normalización de direcciones Gasib se esta encontrando en que pólizas que estaban asociadas a un distribuidor ahora aparecen asociadas a otro al haber cambiado el código postal de la dirección Y el Negocio requiere que la póliza la siga gestionando el distribuidor antiguo, contradiciendo la "Normalización de Direcciones". Caso Ejemplo: 00863193 (Necesitamos forzar código postal en varias pólizas). INPORTANTE: El tiempo empleado en este proceso debe imputarse al proyecto PRJ-ES-000281-01, actividad ACT-015802-ES ("ES - Desnormalización de direcciones 2025 (SF 00863193)") Document Definition: Se requiere que se ejecuten una serie de sentencias SQL para realizar el cambio Document Execution: 1. Modifico el valor del campo ZIP_CODE de la tabla LOCATION con el Código Postal correspondiente a los titulares de las pólizas solicitadas: UPDATE LOCATION set ZIP_CODE = '03191', MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = -185, ADDRESS_PLACE_ID = NULLWHERE UNIQUE_ID IN (SELECT TITULAR_CUSTOMER_ID FROM POLICY WHERE POLICY_NUMBER IN ('2000191537','2000931363','2000972614','2000191704','2000186595','2000192203','0069011803','2000191706','2000191708')) 2. Modifico los campos ORGANIZATION_ID y WAREHOUSE_ID de las pólizas UPDATE POLICY SETORGANIZATION_ID = (SELECT UID_ORGANIZATION FROM LOCATION WHERE UNIQUE_ID=POLICY.TITULAR_CUSTOMER_ID),WAREHOUSE_ID = (SELECT PARENT_WAREHOUSE_ID FROM LOCATION WHERE UNIQUE_ID=POLICY.TITULAR_CUSTOMER_ID),MODIFICATION_DATE = GETUTCDATE() WHEREPOLICY_NUMBER IN ('2000191537','2000931363','2000972614','2000191704','2000186595','2000192203','0069011803','2000191706','2000191708') 3. Inserto los registros necesarios en OUT_SYNCHRONIZATION para que el cambio se envíe a SAP INSERT INTO OUT_SYNCHRONIZATION (OPERATION,ENTITY,BIZ_ID,ERROR_DESCRIPTION,ERROR_MESSAGE,PROCESSING_STATUS,CREATION_DATE,PROCESSED_DATE,RETRIES)SELECT 'UPDATE','POLICY',UNIQUE_ID,NULL,null,0,GETUTCDATE(),NULL,NULL FROM POLICY WHERE POLICY_NUMBER IN ('2000191537','2000931363','2000972614','2000191704','2000186595','2000192203','0069011803','2000191706','2000191708') INSERT INTO OUT_SYNCHRONIZATION (OPERATION,ENTITY,BIZ_ID,ERROR_DESCRIPTION,ERROR_MESSAGE,PROCESSING_STATUS,CREATION_DATE,PROCESSED_DATE,RETRIES)SELECT 'UPDATE','CUSTOMER',UNIQUE_ID,NULL,null,0,GETUTCDATE(),NULL,NULL FROM LOCATION WHERE UNIQUE_ID IN (SELECT TITULAR_CUSTOMER_ID FROM POLICY WHERE POLICY_NUMBER IN ('2000191537','2000931363','2000972614','2000191704','2000186595','2000192203','0069011803','2000191706','2000191708')) Nos pueden pedir también cambiar una dirección en BBDD. Para ello haremos lo siguiente: 1.Modifico el valor ADDRESS de la tabla LOCATION con el que nos indican desde Gasib para las pólizas indicadas update CEPSADIS_GFWCENTRAL_PROD.dbo.LOCATION set ADDRESS = 'Rúa Castellana', MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = -185, ADDRESS_PLACE_ID = NULL WHERE UNIQUE_ID IN ( SELECT TITULAR_CUSTOMER_ID FROM CEPSADIS_GFWCENTRAL_PROD.dbo.POLICY WHERE POLICY_NUMBER IN ('2000999350')) 2.Inserto los registros necesarios en OUT_SYCHRONIZATION para que el cambio se envíe a SAP INSERT INTO CEPSADIS_GFWCENTRAL_PROD.dbo.OUT_SYNCHRONIZATION (OPERATION,ENTITY,BIZ_ID,ERROR_DESCRIPTION,ERROR_MESSAGE,PROCESSING_STATUS,CREATION_DATE,PROCESSED_DATE,RETRIES) SELECT 'UPDATE','POLICY',UNIQUE_ID,NULL,null,0,GETUTCDATE(),NULL,NULL FROM CEPSADIS_GFWCENTRAL_PROD.dbo.POLICY WHERE POLICY_NUMBER IN ('2000999350') INSERT INTO CEPSADIS_GFWCENTRAL_PROD.dbo.OUT_SYNCHRONIZATION (OPERATION,ENTITY,BIZ_ID,ERROR_DESCRIPTION,ERROR_MESSAGE,PROCESSING_STATUS,CREATION_DATE,PROCESSED_DATE,RETRIES) SELECT 'UPDATE','CUSTOMER',UNIQUE_ID,NULL,null,0,GETUTCDATE(),NULL,NULL FROM CEPSADIS_GFWCENTRAL_PROD.dbo.LOCATION WHERE UNIQUE_ID IN (SELECT TITULAR_CUSTOMER_ID FROM CEPSADIS_GFWCENTRAL_PROD.dbo.POLICY WHERE POLICY_NUMBER IN ('2000999350'))
airliquide, codigo, codigo postal; polizas, corp, de, desnormalizacion, direcciones, english, garciapascual@eu, gas, gasflow, javier, normalizacion, normalizacion; gas, polizas, postal, web
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KB0056310
CEPSA AVIACION - TSA - DAR DE BAJA ALBARANES
English
javier.garciapascual@eu.corp.airliquide.
5
NaN
Uncategorized
Published
2025-09-19 8:10:26
4
IT Knowledge
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2025-09-19 8:10:01
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ALZ-EU-GCS-Ext. Customers-L2
Custom Apps MMS Knowledge Base Template for Alizent Document Objective: El objetivo de este documento es saber como dar de baja albaranes de TSA Document Definition: Hay veces que por necesidad, el cliente necesita dar de baja albaranes en BBDD Document Execution: Para dar de baja albaranes de TSA realizaremos los siguientes pasos: Nos conectamos a la BBDD de TSA (GAVSASPLUS) 1. Confirmar el aeropuerto que nos hace la petición select * from IN_INSTALLATION where CAPTION like '%FUERTEVENTURA%' 2. Localizamos Unidad Suministradora select * from IN_SUPPLY_UNIT where BIZ_ID like '%37%' and INSTALLATION_BIZID = '302' 3. Localizamos el albarán a dar de baja (OUT_ALBARAN) select * from OUT_ALBARAN where SUPPLY_UNIT_BIZID = 'D37' and (ALBARAN_NUMBER like '2025%1679' or ALBARAN_NUMBER like '2025%1678' or ALBARAN_NUMBER like '2025%1680') order by ID desc 4. Damos de baja el albarán solicitado (OUT_ALBARAN) --update OUT_ALBARAN set IS_DELETED = 1, MODIFICATION_DATE =GETUTCDATE(), MODIFICATION_USER = -185 where ID = 207057 5. Localizamos el albarán a dar de baja (TMV_ALBARAN) select * from TMV_ALBARAN where SUPPLY_UNIT_BIZID = 'D37' and (ALBARAN_NUMBER like '2025%1679' or ALBARAN_NUMBER like '2025%1678' or ALBARAN_NUMBER like '2025%1680') order by ID desc 6.Damos de baja el albarán solicitado (TMV_ALBARAN) --update TMV_ALBARAN set IS_DELETED = 1, MODIFICATION_DATE =GETUTCDATE(), MODIFICATION_USER = -185 where ID = 207057 IMPORTANTE: Para que no haya problemas, es necesario dar de baja el albarán tanto en la tabla OUT_ALBARAN como en la tabla TMV_ALBARAN
Puede que necesitemos acceder a la BBDD para buscar terminales, ya sea para ver que terminal esta usando un tecnico, o para revisar que BO tiene un terminal. Para ello realizaremos lo siguiente: 1. Nos conectamos al servidor de MSM 2. Abrimos la BBDD de MSM (MSM_BOS) NOTA IMPORTANTE: Este proceso solo vale para terminales TC75 1.Buscamos el terminal en MSM_BOS. Para ello, lanzamos la siguiente sentencia: select top 1 * from FINISHED_ORDER where DEVICE_ID = ' Si queremos saber la BBOO a la cual pertenece el usuario 1.Con el valor del campo USER_ID de la última FINISHED_ORDER, buscamos el usuario en la tabla [USER_2_USER_GROUP] : select * from [USER_2_USER_GROUP] where USER_ID = 2.Con el valor del campo USER_GROUP_ID, buscamos la BBOO en la tabla [USER_GROUP] :select * from USER_GROUP where id = En el caso de no encontrar ningun dato en MSM_BOS, buscamos en DJANGO por si el terminal no estuviese actualizado Mientras tengamos terminales con versión Django (>= 2.5.1): Caso 1: Tengo el SN del terminal: 1.Para saber la BO de un terminal, realizamos la siguiente consulta:select * from DJANGO_CENTRAL.DBO.HANDHELD WHERE SERIAL_NUMBER = '' 2.Con el UNIQUE_ID del resultado anterior busco las sesiones realizadas filtrando por el campo "HANDHELD_ID" :SELECT TOP 1 * FROM DJANGO_CENTRAL.DBO.HANDHELD_SESSION WHERE HANDHELD_ID in (VALOR DEL CAMPO UNIQUE_ID) ORDER BY UNIQUE_ID DESC 3.Con el WorkerID busco la base operativa a la cual pertenece este terminal: SELECT * FROM DJANGO_CENTRAL.DBO.WORKER_GROUPS WHERE WORKER_ID = 377 AND GROUP_ID <> 1 and DELETED = 0 4.Con el groupID obtengo el nombre de la base operativa: SELECT * FROM DJANGO_CENTRAL.DBO.WORKER_GROUP WHERE UNIQUE_ID = 58 Caso 2: Tengo el numero de tecnico 1. Para saber la PDA asociada a un usuario :select * from DJANGO_CENTRAL.dbo.WORKER where login = 'NUMERO DEL TECNICO' 2. Con el valor del campo UNIQUE_ID de la consulta anterior, realizamos la siguiente consulta: SELECT TOP 10 * FROM DJANGO_CENTRAL.DBO.HANDHELD_SESSION WHERE WORKER_ID in (VALOR DEL CAMPO UNIQUE_ID) ORDER BY UNIQUE_ID DESC 3. Con el valor del campo HANDHELD_ID de la consulta anterior, realizamos la siguiente consulta: SELECT TOP 10 * FROM DJANGO_CENTRAL.DBO.HANDHELD WHERE UNIQUE_ID=
airliquide, asociada, asociado, bo, buscar, corp, de, el, encontrar, english, garcia, garciapascual@eu, javier, msm, pascual, pda, poder, poder encontrar el terminal asociado a un técnico o bo, tecnico, terminal, un
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KB0015915
MIR INC0545848 - The site is down AT&T ticket : 000000273981404 (February 1st, 2020)
English
jaylesh.demunger@eu.corp.airliquide.com
1
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:16:05
12
Major Incident Reports
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2020-02-03 4:51:08
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GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Date : 03 March 2020 Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down AT&T ticket : 000000273981404 INC0545848 - February 1st, 2020 Timezone : GMT Total outage duration : N/A Executive Summary / Classification : Mistaken P1, site is L2 connected Root cause This site is not connected to our network in a traditional way, it is an L2 connected site. Their site connectivity is not supported as a BS0, indicating there can not be a P1. Major steps leading to incident resolution1 February 1st, 2020 VPN tunnel reset Action Items ALAM sites to be converted to L3 in 2020 External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041800. Version: V1.0 Date: Author(s): Jaylesh DEMUNGER-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: 03-03-2020 Approver(s): Ryan Stamper Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SAP Logon Unavailable INC0943250 - May 14th, 2022 Timezone : GMT/ Total outage duration : 50 minutes Executive Summary Classification : Major business apps outage On May 14th, 2022 at 10:40 GMT, Some Airgas users reported an incident, affecting the SAP Application login The symptoms of the incident were : Users were not able to authenticate on the SAP Application. The a priori root cause was that a missconfiguration on the application side. The resolution of the incident consisted in restarting the single authentication server configured in SAP. On May 14th, 2022 at 20:57 GMT, the incident is resolved, leading to a service disruption of 50 minutes Major steps leading to incident resolution1 May 14th, 2022 Approximately 11:30: Application team switches application to another available authentication server 14:43 : The duty ADAS member has been called. And an analysis was made. 18h40: The virtualization plateform hosting the authentication server had a wrong Routing table. 18h42 : The authentication server has been moved to an available virutalization platform . 20h38 : We received the confirmation from all users that the issue is solved Initial root cause The SAP Application is configured only with one Authentication Server. If that authentication server is not available, the application also. Actions plan Declare at least two domain controllers into SAP. Loren Howard External reference Deep root cause analysis, preventive and corrective action plans are Leaded by the SAP Application owner : Loren Howard .
Canon uniFLOW Online - How to print from your Air Liquide Chromebook with uniFLOW Online on the new
English
jean-alexis.callies@eu.corp.airliquide.c
165
Sebastien PLAUD
Printing / Devices
Published
2025-07-29 21:59:43
51
myITcorner
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2022-02-10 15:04:19
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GIO-EUS-GOPS-CWS-MPS-L3
Canon uniFLOW Online - How to print from your Air Liquide Chromebook with uniFLOW Online on the new Canon printers The purpose of this tutorial is to explain the steps to follow in order to print on the new Canon printers with UniFLOW Online. Prerequisite You must be registered on uniFLOW Online (Need help ? please follow the tutorial "Canon uniFLOW Online - First installation on an AirLiquide Chromebook") You must have linked a badge to your uniFLOW Online account (Need help ? please follow the tutorial "Canon uniFLOW Online - Register a badge on UniFLOW Online on new Canon Printers") You must be connected to your Air Liquide Kite account on your Chromebook The new canon printers should have arrived on your site Step 1 Please open the document you wish to print. Go to "File" and select "Print". You can also use the shortcut "CTRL+P" which allows you to access the printing menu. Step 2 In "Destination", if you can not find uniFLOW Online, select "See more...". Step 3 Select "uniFLOW Online" to be the Destination, then Select "Print" Step 4 Go to your new Canon printer with your badge. Identify yourself with your badge or PIN number (see the tutorial "Canon uniFLOW Online - Register a badge on UniFLOW Online on new Canon Printers" for more information). Step 5 Select "Secure Print". Step 6 Select the document you wish to print. Then choose "Print + Keep" or "Print + Delete". In the second option, your document will be removed from the print list once it is printed. Step 7 Once your document is printed, don't forget to disconnect from the printer. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Learn to use the new Canon printer with uniFLOW Online
English
jean-alexis.callies@eu.corp.airliquide.c
915
Sebastien PLAUD
Printing / Devices
Published
2025-07-29 21:59:41
68
myITcorner
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175
2022-01-20 11:37:52
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GIO-EUS-GOPS-CWS-MPS-L3
Canon uniFLOW Online - How to print from your Air Liquide laptop/desktop with uniFLOW Online on the new Canon printers The purpose of this tutorial is to explain the steps to follow in order to print on the new Canon printers with UniFLOW Online. Prerequisite You must be registered on uniFLOW Online (Need help ? please follow the tutorial "Canon uniFLOW Online - First installation on an AirLiquide Laptop/Desktop" or "Canon uniFLOW Online - First installation on an AirLiquide Chromebook") You must have linked a badge to your uniFLOW Online account (Need help ? please follow the tutorial "Canon uniFLOW Online - Register a badge on UniFLOW Online on new Canon Printers") You must be connected to your Air Liquide Kite account on your laptop/desktop The new canon printers should have arrived on your site Step 1 Please open the document you wish to print.Go to "File" and select "Print". You can also use the shortcut "CTRL+P" which allows you to access the printing menu. Step 2 In "Destination", select "uniFLOW Online". Then select "Print". Step 3 Go to your new Canon printer with your badge. Identify yourself with your badge or PIN number (see the tutorial "Canon uniFLOW Online - Register a badge on UniFLOW Online on new Canon Printers" for more information). Step 4 Select "Secure Print". Step 5 Select the document you wish to print.Then choose "Print + Keep" or "Print + Delete". In the second option, your document will be removed from the print list once it is printed. Step 6 Once your document is printed, don't forget to disconnect from the printer. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, callies@eu, canon, canon printers, corp, english, how, how to print, jean-alexis, learn, mps, new, online, plaud, print, printer, printers, sebastien, secure, secure print, uniflow, uniflow online, use
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KB0024849
Learn to register a badge or token on new Canon Printers for UniFLOW Online
English
jean-alexis.callies@eu.corp.airliquide.c
2452
Sebastien PLAUD
Printing / Devices
Published
2025-07-29 21:59:39
86
myITcorner
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2021-12-21 17:21:33
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GIO-EUS-GOPS-CWS-MPS-L3
Register your badge and tokens to your uniFLOW Online account using the new Canon printer The purpose of this tutorial is to explain the steps to follow in order to link a badge or token to your uniFLOW Online account. This tutorial is to be done only once and does not need to be redone at each printing. These actions will allow you to print from your laptop/desktop to Canon printers with your badge or token. Prerequisite You must have created your uniFLOW Online account. If not please start with one of these tutorials, depending on your device: Canon uniFLOW Online - First installation on an AirLiquide Laptop/Desktop Canon uniFLOW Online - First installation on an AirLiquide Chromebook Please have your uniFLOW Online PIN code at hand, which you received via email when you registered with uniFLOW Online (See first step below) Please have your badge at hand The new Canon printers at your site must have been delivered, the printer on which you will record your badge or token must be equipped with a card reader Step 1 Get your uniFLOW Online Pin code by one of the following methods: Recovery via e-mails received You can find the codes in the emails you received when you enrolled in uniFLOW Online. The email we are interested in is titled "uniFLOW Online PIN". Recovery via uniFLOW Online dashboard If you can't find this email, you can connect to this link to find your codes: https://fr3218238.eu.uniflowonline.com Please select "Air Liquide KITE Account". If you successfully registered with uniFLOW Online (thank you for the tutorial Canon uniFLOW Online - First installation on an AirLiquide Laptop/Desktop), you must get to your uniFLOW Online dashboard. To show your PIN code, please click on the three small dots in the PIN sub-section and select "Show PIN code". Step 2 Go to your new Canon printer and place badge or token on the card reader. Step 3 A message that will ask you to enter a code should appear. Please enter your PIN code then select "Login". Step 4 You have successfully registered your card or token. You can log out by clicking "Log Out" or by placing your card back in the car reader. Step 5 Need help using new printers? Follow this tutorial if you have a laptop/desktop Air Liquide Follow this tutorial if you have a Chromebook Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Canon uniFLOW Online - First installation on an AirLiquide Chromebook or Mac
English
jean-alexis.callies@eu.corp.airliquide.c
470
Sebastien PLAUD
Uncategorized
Published
2025-07-29 21:59:39
80
myITcorner
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2022-01-06 17:47:15
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GIO-EUS-GOPS-CWS-MPS-L3
First installation of uniFLOW Online on an Air Liquide Chromebook or Mac The purpose of this tutorial is to explain the steps to follow in order to install the uniFLOW Online extension on your Chromebook or Mac and register on the extension for the first time. These actions will allow you to print from your Chromebook or Mac to new Canon printers with your badge. Prerequisite Have a Chromebook or Mac on Air Liquide network or connected to the VPN Be connected to your Google Kite account on your Chromebook or Mac Step 1 Go to the Chrome web store by either of these two options: Type "Chrome web store" in your search engine Or follow this link Step 2 Search for "uniFLOW Online" in the search bar of the chrome web store. The extension uniFLOW Online should look like this: Step 3 Click on the application and then on a "Add to Chrome". Step 4 Click on "Add extension" in the pop up that appears. Step 5 Your extension is now added, you can find it in your "Extensions" menu at the top right of your Chrome page. (Puzzle piece shape) Step 6 Click on the added extension "uniFLOW Online" by accessing the puzzle-shaped "Extensions" menu: Step 7 In the field "Enter your tenant URL" please paste the following link: https://fr3218238.eu.uniflowonline.com Then click on "Sign in". Step 8 Click on "Air Liquide KITE Account". Step 9 You may need to enter your Air Liquide email address. The enrollment is now completed. Step 10: Reception of the login details and registration of the badge on the new printers (please follow the tutorial How to link your badge to your uniFLOW Online account with the new Canon printers after the new printers have arrived on your site). Once you have completed all the steps above, you should have received two emails. The uniFLOW Online PIN should be kept carefully. 1st email: 2nd email: The UniFLOW Online PIN is a 4-digit code that allows you to: Link a badge to your uniFLOW Online Account the first time you use the new Canon printers. The device must be equipped with a card reader to register an unknown card. Log in on the printer if you do not have a badge or if you have forgotten/lost it. The Card Registration Code must not be used. To register your badge on the new printers (once they are delivered to your site), please follow the tutorial How to link your badge to your uniFLOW Online account with the new Canon printers Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Customer Product Price list ID Configuration If the customer has been created and their billing is default set to Price List ID Fig (1.1) then for the same customer under price list price Fig (1.2) respective product prices need to be created. While creating the price list price, make sure to create the price for the same Zone ID for that respective customer. Fig (1.3 & 1.4) Fig (1.1) Fig (1.2) Fig (1.3) Fig (1.4)
MIR INC0515836 - Unable to reach PODs using webMethods - November 10th, 2019
English
jeffrey.davis@am.corp.airliquide.com
2
Michael FECSKO
Uncategorized
Published
2022-11-29 21:48:13
25
Major Incident Reports
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2019-11-11 5:33:49
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NaN
GIO-CS-AMER-WINDOWS-L2
Date : November 25th, 2019 Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Unable to reach PODs using webMethods - Possible issue on argprdpodweb02 INC0515836 - November 10th, 2019 Timezone : EST Total outage duration : 4 Hours 7 Minutes Executive Summary DocuWare (WebDOCS Imaging) server was inaccessible Classification : Major business apps outage On November 10th, 2019 at 18:19 EST, DocuWare (WebDOCS Imaging) server was inaccessible affecting all WebDOCS users within Airgas, across North America. The symptoms of the incident were : An investigation indicated that the server lost connectivity to the storage system causing the application to become inaccessible. The a priori root cause was that the storage was disconnected from the server due to an unplanned outage at the Managed Service Provider datacenter. The resolution of the incident consisted of bringing the storage back online and reconnecting it to the server. Impact for users, if significant, was however limited because the issue occurred out of business hours. The resolution of the incident consisted of bringing the storage back online and reconnecting it to the server. On November 11th, 2019 at 22:26 EST, the incident is resolved, leading to a service disruption of 4 Hours 7 Minutes. A priori root cause Storage to the server was disconnected making the application inoperable. Major steps leading to incident resolution November 10th, 2019 6:19 PM EDT :Server argprdpodweb02 (DocuWare (WebDocs Imaging) were not reachable.INC0515836 was raised for the issue. 6:48 PM EDT :Cloud windows Team Started Troubleshooting about server inaccessibilityissue and found that server was in a hung state. 7:45 PM EDT :Cloud Windows Team involved cloud storage team to further investigate issue at storage layer. 8:50 PM EDT :Cloud Storage Team identified that one of the ESX host were accidentallyremoved from Airgas production cluster while performing Emergency change under CHG0042511. Emergency change was raised to perform ESX host movement from another Tenant cluster to Airgas production cluster. 9:45 PM EDT :Cloud Storage Team added the ESX host to production Airgas cluster torestore the services and informed cloud windows team to bring up the server which was in a hung state. 10:26 PM EDT :Cloud Windows Team rebooted the server and confirmed that server was up and online. Informed the client to check the services/Application. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041654. Version: V1.0 Date:12/11/2019 Author(s): Anthony Crudele Service Manager validation Date: 12/12/2019 Approver(s): Jeffrey Davis Service Director validation Date: 12/12/2019 Approver(s): Anthony Lopresti
AutoCAD 2019 unable to open multiple drawing files at the same time
English
jenyip.ng@as.corp.airliquide.com
9
NaN
Uncategorized
Published
2025-10-03 3:48:20
7
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
0
2025-09-22 4:15:58
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:TAIWAN ENTITY:BIS APAC SYMPTOMS: User have the AutoCAD installed on computer but are unable to open multiple drawing files at the same time BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: Step 1 : Right click on the application, click ' Properties' Step 2 : Change compatibility mode to win8 (?????win8) Step 3 : Run the command GRAPHICSCONFIG in autocad2019 Step 4. Turn graphics acceleration off and press OK. After the above troubleshooting steps, user will be able to open multiple drawings at the same time. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Bug/Defect Assignment group (if not L1): FCR Resolution Notes: Service desk had assist user to amend application setting. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Cannot find users. Showing an error "Cannot Find the user". When login eLogBook application POSSIBLE CAUSES: The user is not created into an eLogBook application. STEPS: Note: Administrators only can create user access, please contact eLogBook admin GIO-EUS-SD-APAC-L1.5 for create access. Follow the below procedure to create a category in eLogBook application: 1. Launch eLogBook URL in the browser.[https://elogbook.airliquide.com/#/users] 2. Sign-in to the application using the login credentials. 3. The home screen appears. 4. Select this icon 5. Click on USERS 6. Click icon. 7. Follow the instructions 1-6 step for create access Note : User type: Please confirm with user which type need choose Visibility: Please confirm with user which site belong 8. The Access created and appears in the name list.Note: Now the user is able to login to eLogbook. LOGGING CATEGORISATION: Business service: BAP - HUB - eLogbook Configuration item: Digital Plants - eLogbook - PROD Category: Application Subcategory: Access/Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 If have error send to :BEU-LI AP-ELOGBOOK TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BEU-LI AP-ELOGBOOK
Java error FRM-92101: There was a failure in the Form Server during startup.
English
jenyip.ng@as.corp.airliquide.com
98
Srichandra R-SC
Uncategorized
Published
2025-08-13 9:23:51
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
60
2025-08-13 9:23:20
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: FRM-92101: There was a failure in the Form Server during startup. This could happen due invalid configuration. Please look into web-server log file for detail POSSIBLE CAUSES: if prompt Java error FRM-92101: There was a failure in the Form Server during startup. This could happen due invalid configuration. Please investigate web-server log file for detail STEPS: 1. Open Microsoft Edge, select Menu (3 dots icon on top right corner of the browser) > Settings 2. Privacy, search and services. 3. Under Clear browsing data and select Choose what to clear 4. Check All except uncheck Passwords and Site permissions. 5. Under Clear browsing data for Internet Explorer and select Choose what to clear 6. Check All except uncheck Passwords 7. After clear cache close all the browser. Advise user restart the PC Then try login into oracle 8. If still KO, assign the ticket to L1.5 App team LOGGING CATEGORISATION: FOR APAC:Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: Service desk will assist the user to delete the browsing history.FOR AME: Business service: BAM - Finance & ERP - Oracle NAM or BAM - Finance & ERP - Oracle SAM Configuration item: For R12 NAM: Oracle EBS R12 - AMER - PROD For R12 SAM: Oracle R12.2.4 South America - LATAM - PROD Category: Application Subcategory: Bug / Defect Resolution notes: Browser troubleshooting performed. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: User request to reset the password / account creation for China HR Platinum STEPS: Advise the user to contact HR for the password reset \ account creation. Using Live Agent Chat (bottom right corner) feature from https://airliquide.service-now.com/esc or Landline : +86 2138763204 (0830 - 1730 Mon-Fri) URL: http://as-asc-platapp/platinumHRM Important Note: The leave application function in Platinum was closed, all questions related about employee's leave, please redirect user to contact with local HR. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only Windows Configuration item: Hostname Category: Application Subcategory: Account and Password Assignment group (if not L1): Resolution Notes: Service desk will guide the user to contact local HR for any issues ARTICLE TYPE: FCR TEAM: L1
COA - Oracle Setup & Assign Security Rule-Cost Center
English
jenyip.ng@as.corp.airliquide.com
68
Srichandra R-SC
Uncategorized
Published
2025-10-06 8:19:34
9
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
31
2025-08-13 9:44:56
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User need assistance to set up and assign Security Rule cost center POSSIBLE CAUSES: Cost center security setup / CVR BEFORE YOU START: ***Warning: All cc security rules, CVR should be input also.Cost Center Cost Center: 0 Gen. & Admin. Exp._Finance_Region & Others C000000000000 Gen. & Admin. Exp._Finance_Accounting_Shared Service Center C02010101M000 Gen. & Admin. Exp._HR_HR_HR C02010201M001 G&A_Other_Others_Accrual STEPS: 1. Setup & Assign Security Rule-Product Line Navigator：Navigator：88888GL_ALCGroup_COA_Maintenance Setup->Financials->Key Flexfield->Security->Define a) Cost Center: tick Value Set fieldName: AL_AFF_COST_CENTER > Find Input security rules Cost Center: 0 Gen. & Admin. Exp._Finance_Region & Others C000000000000 Gen. & Admin. Exp._Finance_Accounting_Shared Service Center C02010101M000 Gen. & Admin. Exp._HR_HR_HR C02010201M001 G&A_Other_Others_Accrual CVR add rules. Navigator：Navigator：88888GL_ALCGroup_COA_Maintenance Setup->Financials->Key Flexfield->Rules->Open Select Find Accounting Field > 'AL_CONVERGENCE_COA Add Included cost center account and select Included>save Assign Responsibility in security rules Navigator：Navigator：88888GL_ALCGroup_COA_Maintenance Setup->Financials->Key Flexfield->Security->Assign Cost Center: tick Value Set Name: AL_AFF_COST_CENTER > Find Please confirm if the user access responsibility has been added to the assigned security rules. If the rules aren't in place, the user can't find the cost center the General Ledger LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Category: Application Subcategory: Support / Assistance Configuration item: Oracle EBS R12 - PROD Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, apac, assign, center, coa, com, corp, cost, cost center, english, jenyip, ng@as, oracle, r-sc, rule-cost, security, setup, srichandra
NaN
KB0032994
COA -Setup & Assign Security Rule-Business Line
English
jenyip.ng@as.corp.airliquide.com
9
Srichandra R-SC
Uncategorized
Published
2025-08-20 10:22:41
4
GIO Service Desk
NaN
#########
3.00
BAP - HUB - ORACLE
NaN
NaN
NaN
3
2025-08-13 9:40:57
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Setup & assign security rule-business line STEPS: 1?Setup & Assign Security Rule-Business Line Navigator：88888GL_ALCGroup_GL_Administrator Setup->Financials->Flexfields->Key->Security->Define->AL_AFF_BUSINESS_LINE ex:Assign BL 99 Global & 02 IM to CNEC310 Input security rules. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability Assignment group (if not L1): L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
How to understand the difference between a password and a PIN code ?
English
jeremie.morel@eu.corp.airliquide.com
13
Guillaume CHIROL
Uncategorized
Published
2025-07-29 9:55:16
12
myITcorner
NaN
#########
5.00
NaN
NaN
NaN
NaN
1
2023-05-11 15:25:29
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
How to understand the difference between a password and a PIN code ? What is the difference between a Password and a PIN code? Password PIN code Tied to a corporate account: you can login from any device Tied to a single device: you can only login from your device If your password is compromised, the attacker could potentially use it on any device. If your PIN code is compromised, the attacker could only use it on the device for which the PIN code is defined - easily blocked remotely by Air Liquide. Windows password Google SAP, Oracle Others... Android iOS Windows Hello PIN Chromebook PIN 2. In Air Liquide, what security code do we have and for what usage ? Storage Tied to Security code Usage Password Stored on a server Corporate account: you can login from any device Google password Sign in to your Google account If you have a Chromebook: unlocking your PC Windows password Unlocking your Windows session Other passwords: SAP, Oracle, … Sign in to specific applications Pin code Stored locally on your device Single device: you can only login from your device Windows Hello PIN Unlocking your PC Sign in to Okta Verify Chromebook PIN Unlocking your PC Sign in to Okta Verify iOS PIN Unlocking your iPhone Android PIN Unlocking your work space The personal space is not concerned Password lock screen PIN code lock screen
NO KITE - Access with Personal Phone number to myHR with Personal Sign-On
English
jeremie.morel@eu.corp.airliquide.com
38
Guillaume CHIROL
Uncategorized
Published
2025-07-29 20:44:22
26
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
7
2023-02-20 9:52:17
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
How to Access myHR (Workday) via Phone number for employees without an Air Liquide email address? 1. You can access Workday via the following URL: https://wd3.myworkday.com/wday/authgwy/airliquidehr/login.htmld or via mobile using the Workday Mobile Application. 2. Once you access the login page of Workday, select Personal Sign-On. 3. Put your personal phone number you provided in Workday & click continue Your Personal number must be the following format - + and country code mandatory, no space, no dash. China: +86xxxxxxxxxxMalaysia: +60xxxxxxxxxUnited States: +1xxxxxxxxx 4. You will be asked to select a country for your mobile phone. Indicate your country code & click Continue 5. You will receive a code via SMS/Text message on your phone. Please recopy the code in the field & click Continue 6. Tick Remember this device and click Submit. 7.You are now logged-in to myHR!
access, airliquide, chirol, com, connection, corp, english, guillaume, hr, jeremie, kite, morel@eu, my, my hr, myhr, no, number, personal, phone, phone number connection, sign-on, wifi, workday
NaN
KB0034820
Okta - How to login with Yubikey ?
English
jeremie.morel@eu.corp.airliquide.com
31
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 21:32:01
23
myITcorner
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
2
2023-02-20 15:51:18
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Okta - How to login with Yubikey ? Step 1 Enter your Air Liquide mail adress to log into Okta Step 2 Insert your security Key into the USB port. Step 3 Enter your security key PIN and click "OK". Step 4 Touch your security key. You have enrolled your Yubikey ! Notes: You have access to okta dashboard which shows that you have successfully enrolled your Yubikey!
NO KITE - Access with Personal Email to myHR with Personal Sign-On
English
jeremie.morel@eu.corp.airliquide.com
72
Guillaume CHIROL
Uncategorized
Published
2025-07-29 20:44:23
23
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
4
2023-02-20 10:28:10
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
How to Access myHR (Workday) via Email (connect) for employees without an Air Liquide email address? 1. You can access Workday via the following URL: https://wd3.myworkday.com/wday/authgwy/airliquidehr/login.htmld or via mobile using the Workday Mobile Application. 2. Once you access the login page of Workday, select Personal Sign-On. 3. Put your personal address email & Click Continue 4. Put your password your previously set up & Click Continue 5. Tick Remember this device and click Submit. 6. You are now logged-in to myHR!
access, airliquide, chirol, com, connect, corp, day, email, english, guillaume, hr, jeremie, kite, mail, morel@eu, my, my hr, myhr, no, personal, sign-on, work, work day, workday
NaN
KB0034824
Okta - How to reset my Yubikey PIN Code ?
English
jeremie.morel@eu.corp.airliquide.com
54
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 21:32:01
27
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
6
2023-02-20 16:13:11
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Okta - How to reset my Yubikey PIN Code ? Step 1: Reset your Yubikey Click on "Security Key". Then, click on Manage. Click on "Reset" to begin the process. Click on Proceed If your Yubikey was plugged, you will get this message. Unplug your Security Key & plug it again. Click 2 times on the button within 10 secondes. If you failed, start again. If everything is ok, you should get this popup. Your Yubikey is as new. Step 2: Reset your Yubikey from Okta 1.Call your local Service Desk to remove your Yubikey and cannot be used to authenticate. 2.Check with your local support to get another Yubikey 3. Once done you can set up another Yubikey
Introduction Since its announcement in June 2021, Windows 11 has generated a lot of excitement among Microsoft users. This new version of the operating system brings several significant changes compared to its predecessor, Windows 10. In this article, we will explore the key differences between the two operating systems and highlight the new features introduced by Windows 11. Record what’s on your screen In the Snipping Tool, switch to Record, then select New. Choose the area you want to record, then select Start at the top of your screen. Use your PC without a mouse Use Narrator, the built-in screen reader for Windows, to navigate apps, browse the web, and complete common tasks without a mouse. To start or stop Narrator, press Windows logo key + Ctrl + Enter. Apply new energy-efficient settings from one place Help lower your PC's carbon footprint. To get started, go to Energy recommendations in Settings. Snipping Tool automatically saves your screenshots In Snipping Tool, select See more > Open Screenshots folder to see all your saved screenshots. Back up your PC to protect important info From your apps and settings to your files and passwords, you can back up your info in just a few easy steps. Set priority notifications Choose which apps can show notifications—even when do not disturb is turned on. Select Start > Settings > System > Notifications > Set priority notifications to start. Start a focus session anytime Start a focus session when you want to reduce distractions and get work done. Open the Clock app, choose how long you want to focus, then select Start focus session. Create folders for your apps in Start Keep what's important close by grouping your pinned apps into folders. Select and drag one app onto another to create a folder. Turn on voice access to talk instead of type Control your apps, dictate emails, search online, and more using your voice. To get started, select Start > Settings > Accessibility > Speech > Voice access. Use live captions for any content with audio Capture every word, from meetings to your favorite podcasts—personalize your font, text color, text size, and more. Turn on live captions in your quick settings panel or in Settings > Accessibility > Captions. Customize your Start menu layout Select and hold (or right-click) anywhere in Start to adjust your layout and see more pinned items or more recommended files. Improve PC performance by saving resources in Efficiency mode In Task Manager, select and hold (or right-click) an app, then select Efficiency mode to limit the resources that app is using. This can help you get a faster, more energy-efficient system. Open Task Manager with Ctrl + Shift + Esc. Turn on do not disturb automatically Do not disturb automatically turns on when you're sharing your screen, playing a game, and more. To choose when it turns on, select Start > Settings > System > Notifications > Turn on do not disturb automatically. Control your call mic from the taskbar Select the mic icon on your taskbar or press Windows logo key + Alt + K to mute or unmute your microphone while using a calling app. Everything you care about, one swipe away Swipe from left to right or select Widgets from the taskbar to stay up to date on your favorite info. Quickly organize open apps Hover over a window's maximize button or press Windows logo key + Z, then choose a snap layout to optimize your screen space and your productivity. Start at the center Select Start on the taskbar to get to your favorite apps, recent files, and a powerful search box for finding anything. Conclusion Windows 11 represents a significant evolution from Windows 10, with major changes in design, user interface, and features. The new version offers a more modern, fluid, and multitasking-centric experience. Additionally, Windows 11 focuses on gaming and the integration of Microsoft Teams to enhance communication and collaboration capabilities.
10, 11, airliquide, chirol, com, corp, english, features, guillaume, jeremie, key, morel@eu, new, software, windows, windows 10, windows 11
NaN
KB0034569
Learn to change your Windows Hello PIN when using it with Okta
English
jeremie.morel@eu.corp.airliquide.com
372
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 21:32:00
34
myITcorner
NaN
#########
3.60
GIO - SEC - OKTA
NaN
NaN
NaN
358
2023-01-24 12:00:19
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Okta - How do I change my Windows Hello PIN? Windows Hello must be set up on your computer before you can use it as an Okta authentication method. Please refer to the following article : Okta - How do I set up a Windows Hello PIN? Important : Once your Windows Hello PIN is set, you will be prompted to enter this PIN code to open a Windows session that is not the same Windows password as before. Entering a Windows password instead of a Windows Hello PIN may temporarily block your account.If this problem occurs, contact the Service Desk. Contents Case 1 - Windows Hello PIN needs to be changed due to new 8-digit PIN code Case 2 - Change your Windows Hello PIN Case 1 - Windows Hello PIN must be changed due to the new 8-digit PIN code policy Step 1 When you attempt to log in from a Windows device, your organization notifies you that you need to change your PIN. Click OK. STEP 2 Set the new Windows Hello PIN code and press Enter. Must contain at least 8 digits. Case 2 - Change your Windows Hello PIN STEP 1 On a Windows device, click Start. STEP 2 Click Settings STEP 3 Click Accounts STEP 4 Select Sign-in options STEP 5 Select Windows and click Hello PIN Change STEP 6 Enter your old Windows Hello PIN code. STEP 7 Set the new Windows Hello PIN code and click OK. Must contain at least 8 digits. Your PC has changed its Windows Hello PIN code. You can now proceed to the configuration for Okta. Please refer the following article How do I use Windows Hello for Okta authentication? Please comment if you don't find what you are looking for! If you don't have an answer, please create a Ticket/Call the service Desk / Start a Chat with myITassistant
NO KITE and personal sign-on: How to register your Yubikey ?
English
jeremie.morel@eu.corp.airliquide.com
11
Guillaume CHIROL
Uncategorized
Published
2025-07-29 20:40:08
32
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2023-02-20 16:30:46
#########
NaN
GIO-SEC-CARM-L2
Azure and WorkDay: How to register your Yubikey ? Step 1 Go to Workday and click on personal sign on. You will arrive on this page. Click on "Register your Yubikey" Step 2 Enter your Workday ID and click on "Continue". Step 3 Click on Register Enter your personal email Enter the password you have defined. Step 4 The OS (Windows in this example) will prompt a first message. Click OK Step 5 The OS (Windows in this example) will prompt a second message. Click OK Step 6 Please insert the Yubikey Note: if the Yubikey was already inserted, this step is skipped. Step 7 Set up a Pin Code What: alphanumeric characters (eg. all letters and numbers) Min: 4 Max: 63 Recommended: 6 This Pin Code will be use for each login. Step 8 Touch the Yubikey on the button in the middle. Step 9 Click on Sign-In to myHR to be redirected to myHR Workday
NO KITE - Configure your access to myHR with your Personal Email with Personal Sign-On
English
jeremie.morel@eu.corp.airliquide.com
30
Guillaume CHIROL
Uncategorized
Published
2025-07-29 20:44:22
31
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
6
2023-02-20 10:11:12
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
How to Access myHR (Workday) via Email (set up) for employees without an Air Liquide email address? 1. You can access Workday via the following URL: https://wd3.myworkday.com/wday/authgwy/airliquidehr/login.htmld or via mobile using the Workday Mobile Application. 2. Once you access the login page of Workday, select Personal Sign-On. 3. Click on Forgot your password? 4. Add your personal email address provided to Workday & click Send verification code 5. Check your personal email. You will receive an email with a code. Recopy (or copy and paste) the code into the field Verification code. Click Verify code once done. Click on "continue" 6. Define your password. The password must be compliant with the following rules: 8-16 characters, Contain at least: 1 Lowercase character, 1 uppercase character, 1 digit (0-9) Contain at least 1 of following symbols: @ # $ % ^ & * - _ + = [ ] { } | \ : ' , ? / ` ~ " ( ) ; . 7. Tick Remember this device and click Submit. 8. You are now logged-in to myHR!
access, airliquide, chirol, com, configure, corp, day, email, english, forgot, forgot password, guillaume, hr, jeremie, kite, morel@eu, my, my hr, myhr, no, password, personal, set, set up, setup, sign-on, up, work, work day, workday, your
NaN
KB0034570
Okta - How to set up the SSO (Single Sign-on) everywhere?
English
jeremie.morel@eu.corp.airliquide.com
174
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 21:32:00
25
myITcorner
NaN
#########
1.00
GIO - SEC - OKTA
NaN
NaN
NaN
44
2023-01-24 14:58:41
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Okta - How to set up the SSO (Single Sign-on) everywhere? This article is for users who want to set up the SSO everywhere. You can only do it on an Air Liquide PC. To do this, you need to set up Okta on your Windows PC. This article will show you how to connect to Okta for the first time. (applicable for Air Liquide employees, subcontractors (SC) and Business Partners (BP)). When logging with an Air Liquide computer, you have the possibility to sign into your Okta environment without the use of a password. Step 1 From a browser, access the Okta login page at https://login.airliquide.com . Step 2 Click on the button "Sign in with an Air Liquide device". The Okta Verify PC application (installed by default on your Air Liquide computer) should now open. Step 3 When you first sign in to Okta, the Okta Verify PC app will ask you to set up Windows Hello/ Touch ID, if you haven't already. NOTE: If you have already set up Windows Hello, you will only be asked to enter your Windows Hello PIN. Step 4 You can also enable the biometric authenticator (digital fingerprint on compatible devices, Windows Hello PIN on Windows, Touch ID on MacOS, Chrome PIN on Chromebook) on Okta Verify PC to have a 2 authentication methdo configured. You can now use the Okta Verify PC application to log into Okta and enjoy the SSO everywhere! IMPORTANT NOTE: Your biometric data (fingerprints, facial recognition) is stored locally on your device and is not accessible by Okta Verify. The app only checks that they match your biometrics configured on your device. Please comment if you don't find what you're looking for! If you don't have an answer, please contact the Service Desk.
How to set up your Chromebook PIN? Important: On your Chromebook, you have the possibility to set up a password or a PIN code. If you want to understand the difference between the two, you can click on this article to know more: How to understand the difference between a password and a PIN code? And, if you did not set up a PIN code, we strongly recommend you to do so. This article only concerns Chromebook that have a PIN code set up. "If you don't have a PIN code, you won't be prompted to upgrade it to 8 digits." If you already have set up your Chromebook PIN and are looking to change your Chromebook PIN, please follow this procedure: How to change your Chromebook PIN? Step 1 To set up your Chromebook PIN to sign in, head to Settings > Security and privacy > Lock screen and sign-in. Step 2 Then type in your Chromebook password and select “PIN” then “Set up PIN” button. Step 3 Enter your PIN code. Make sure it respects the current company policies. You will need to type in your new PIN code twice. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, chirol, chrome, chromebook, com, corp, english, guillaume, how, jeremie, morel@eu, password, pin, set, set up, up, your
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KB0039320
How to change your Chromebook PIN?
English
jeremie.morel@eu.corp.airliquide.com
4
Guillaume CHIROL
Uncategorized
Published
2025-07-29 9:55:14
11
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2023-05-10 17:49:25
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
How to change your Chromebook PIN? Important: On your Chromebook, you have the possibility to set up a password or a PIN code. If you want to understand the difference between the two, you can click on this article to know more: How to understand the difference between a password and a PIN code? And, if you did not set up a PIN code, we strongly recommend you to do so. This article only concerns Chromebook that have a PIN code set up. "If you don't have a PIN code, you won't be prompted to upgrade it to 8 digits." Step 1 To change your Chromebook PIN to sign in, head to Settings > Security and privacy > Lock screen and sign-in. Step 2 Then type in your Chromebook PIN and select “PIN” then the “Change PIN” button. Step 3 Enter your new PIN code. Make sure it respects the current company policies. You will need to type in your new PIN code twice. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
NO KITE and personal sign-on: How to login with Yubikey ?
English
jeremie.morel@eu.corp.airliquide.com
7
Guillaume CHIROL
Uncategorized
Published
2025-07-29 20:40:09
25
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2023-02-20 16:46:46
#########
NaN
GIO-SEC-CARM-L2
Azure and WorkDay - How to login with Yubikey ? Step 1 Click on Personal Sign On. Step 2 Click "Login with your Yubikey" Step 3 Prepare your Yubikey. Click on "Authenticate" Step 4 Insert your security key into the USB port Step 5 Enter your PIN Code. Click "OK" Step 6 Touch your Yubikey in the middle. You will be automatically redirected to myHR Workday
Okta - How to set up your Yubikey ? Table of Contents Case 1 - I am a newcomerCase 2 - I already have set up an Okta factor Case 1 - I am a newcomer Step 1 Enter your Air Liquide mail adress and your Windows password to sign in in Okta. Step 2 Select "Windows Hello/ Touch ID/ Yubikey" as a security method to set up. Then click on "Set up" and then on "OK" to continue the set up. Step 3 Select "OK" to continue the set up. Insert your security key into the USB port. Create a new security PIN for the security key that respect the company policy, then confirm the PIN. Step 4 Touch your security key. Select "Set up later" for the optional set up of Okta Verify. You have enrolled your Yubikey ! Notes: You have access to okta dashboard which shows that you have successfully enrolled your Yubikey! If you go to settings, then on the bottom right, you can see your security key. Case 2 - I already have set up an Okta factor Step 1 Go to login.airliquide.comThen select "Settings" In the bottom right, at Security Key or Biometric, select "Set up another" Step 2 Then click on "Set up" and then on "OK" to continue the set up. Step 3 Select "OK" to continue the set up. Insert your security key into the USB port. Create a new security PIN for the security key that respect the company policy, then confirm the PIN. Step 4 Touch your security key. Select "Set up later" for the optional set up of Okta Verify. You have enrolled your Yubikey ! Notes: You have access to okta dashboard which shows that you have successfully enrolled your Yubikey! If you go to settings, then on the bottom right, you can see your security key. Please comment if you don't find what you're looking for! If you don't have an answer, please contact the Service Desk.
Incident lifecycle (what to remember when I log an incident)
English
jeremie.morel@eu.corp.airliquide.com
48
Guillaume CHIROL
Uncategorized
Published
2025-07-29 19:17:03
18
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2023-07-03 10:00:27
#########
NaN
GIO-PCI-ITSM-Global Process Manager
When I log a ticket and it becomes an incident, here is what it is important to remember: I should give sufficient information about the issue that I am experiencing because this is what an IT agent will use to start the assistance. Lack of information constitutes longer resolution time - when I don't share the details, IT agents have trouble identifying the issue and resolving it promptly. Usually, if the IT agent needs additional information or confirmation of a resolution from me, the IT agent will contact me. The agent will reach out to me for a minimum of 3 times. If I don't respond in time, I'll be notified by email that I'll have 10 business days to reopen my ticket if the issue persists As my incident is under resolution - it is essential to pay attention to the incoming notifications, they will contain relevant information and may require some action from me. I can escalate my incident by contacting the IT team in charge of my incident in case of a significant impact on the business For your guidance, there are a few examples of when the escalation is applicable: A user in charge of the salary payments gets their bank system application blocked by AirLiquide security tools, and we are in a critical period of the month. The incident is eligible to be escalated to expedite the resolution. A user is the logistic coordinator and needs to print out the delivery notes for the truck drivers that are departing soon, but the printer is not working. The incident is eligible to be escalated. A user has an issue on their SAP application. They need to GRV an invoice before the finance deadline but the user experiences an issue when saving the record. They shall escalate an incident by contacting their application team. Please comment if you don't find what you are looking for! If you don't have an answer, please create a Ticket/Call the service Desk / Start a Chat with myITassistant
airliquide, chirol, com, corp, english, guillaume, incident, indicent, jeremie, lifecycle, log, log in, morel@eu, remember, what, when
NaN
KB0034746
How to understand the difference between Windows Password, Windows Hello, and Chrome PIN ?
English
jeremie.morel@eu.corp.airliquide.com
164
Guillaume CHIROL
Windows - Storage / Performance
Published
2025-07-29 22:06:02
15
myITcorner
NaN
#########
3.83
NaN
NaN
NaN
NaN
5
2023-02-10 16:05:59
#########
NaN
GIO-EUS-SD-EUROPE-L1
How to understand the difference between Windows Password, Windows Hello, and Chrome PIN ? 1: What are Windows Password, Windows Hello, and Chrome PIN ? A Windows Password is a string often comprising of characters, numbers, and symbols. You set up this string, often called password, with your user account on your computer. Once you have set it up, your computer asks you to enter your password each time you boot-up your machine. This is to prevent any unauthorized users from gaining access to your files and folders. Windows Hello is a more personal, more secure way to get instant access to your Windows 10 devices using a PIN, facial recognition, or fingerprint. You'll need to set up a PIN as part of setting up fingerprint or facial recognition sign-in, but you can also sign in with just your PIN. These options help make it easier and safer to sign into your PC because your PIN is only associated with one device. Chrome PIN is a more secure way to get instant access to your Chromebook device using a PIN. This options help make it easier and safer to sign into your Chromebook because your PIN is only associated with one device. 2: What is the difference between Windows Password, Windows Hello, and Chrome PIN ? Windows Password Windows Hello Chrome PIN Tied to a corporate account Tied to a single device Tied to a single device Stored on a server Stored locally on the device Stored locally on the device Device: Windows PC Device: Windows PC Device: Chromebook 3: IMPORTANT: IN CASE OF HACKING With the Windows Password, all account information is accessible from any location and device. With a PIN (Windows Hello on a Windows PC and Chrome PIN on a Chromebook), it is absolutely necessary to log in with the correct PIN on the single linked device, which makes accessing information much more complicated.
How to edit a PI Data Archive in existing displays
English
jeremy.arbonville@eu.corp.airliquide.com
23
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-29 0:36:43
6
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
7
2023-12-04 17:10:57
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NaN
ALZ-AME-GCS-Production Assets-L2
How to edit a PI Data Archive in existing displays Incident analysis Last Update: 04/12/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: A display has been migrated but the tags are read on the wrong PI Data Archive. BEFORE YOU START: To access PI Vision server (EUA-PR-SCACOR1) You need to PI Vision display name STEPS: Connect to EUA-PR-SCACOR1 1) Open "PI Vision Display Utility" 2) Select "Copy and Map Displays" 1) Select "Edit PI Data Archive ..." 2) Enter PI Vision address : https://vision.apps.airliquide.com/PIVision/utility and click on "Connect" 3) Choose the right folder where you display is and click on "Next". Select the display(s) you need and slide them to the right, then click "Next" It will certainly go to the next step "AF server", do not write anything we are not using this step, you can click directly to "PI Data Archive". In the "Source" you enter the server you want to change that is currently set in the PI Vision display and in the "Destination" you enter the good server (requested by the customer). Click on "Next", a progress bar will appear and after a few seconds this will be done.
airliquide, arbonville, arbonville@eu, archive, com, corp, data, display, displays, edit, english, existing, how, jeremy, pi, pi data archive, pi vision, vision
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KB0039378
Tagbuilder User Guide
English
jeremy.arbonville@eu.corp.airliquide.com
40
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-29 0:36:41
10
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
19
2024-05-23 18:18:51
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NaN
ALZ-AME-GCS-Production Assets-L2
Tagbuilder User Guide Incident analysis Date: 09/03/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: N/A BEFORE YOU START: Tag Builder allows users to create and edit tags and their configuration. It provides users with a standardized and harmonized naming convention since the tag creation. Many other operations are possible, such as the deletion or suspension of tags, or the definition of relations between different tags.The tool is accessible at these links : EUR : https://scadaportal.eu.corp.airliquide.com/tagbuilder/ APAC : https://scadaportal-asia.as.corp.airliquide.com/tagbuilder/ AMER : https://am-s-thub-web1.am.corp.airliquide.com/tagbuilder STEPS: 1. Feature Overview SearchTag Feature 2. Arquitecture Model 3. Common PI Point Source types 4. Tag Creation Feature N° 1 Browse through the architecture to find the equipment issuing the tag Ensure Tag is created at a right level of the infrastructure (Process or Equipment) Feature N°2 Feature N°3: Case of PI Performance Equation Interface Additional characteristics for PIPE 5. Renaming a Tag Given an existing tag, it is possible to modify directly the framed part showed below: If you want to change the header Press the [...] option and modify the tag's location in the infrastructure. The suffix designating the interface cannot be changed. 6. Step Attribute The attribute Step defines how a trend of data values appears between events stored by PI Data Archive Step = 0 => data values are linearly interpolated between archived events for numeric points Step = 1 => data values value between archived events are considered to be the same as the previous event LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Tag configuration Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
KB Creation - Template for Industrial Applications (Alizent)
English
jeremy.arbonville@eu.corp.airliquide.com
20
Jeremy ARBONVILLE
Uncategorized
Published
2025-01-09 17:36:54
4
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2024-12-20 9:45:14
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NaN
ALZ-AME-GCS-Production Assets-L2
Title Incident analysis Date: DD/MM/YYYY Owner: Department: Industiral Applications This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: BEFORE YOU START: exemple Access to all EH servers via SIRA.Access to all SCADA DACQ servers via Alidaho/Alindus/ALFRGIS ADM accountConnected to Ivanti Access to SCADA monitoringBasic knowledge of SCADA infrastructure STEPS: POSSIBLE CAUSES: LOGGING CATEGORISATION: Business service: ALZ - EU - Production Asset/ ALZ - AME - Production Asset/ ALZ - APAC - Production Asset Configuration item: (if applicable) Situation: Availability Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2/ALZ-AP-GCS-Production Assets-L2/ALZ-AME-GCS-Production Assets-L2
How to request a SEEQ account on CARM Incident analysis Date: 27/02/2024 Owner: Jeremy ARBONVILLE Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: A user is requesting an account or someone at Alizent is requesting an account for a customer BEFORE YOU START: Make sure that the requester has purchased a SEEQ licence (you either have received a confirmation by Alizent or you can access the SEEQ licence inventory) STEPS: once you confirmed that the requester has purchased a SEEQ licence, copy/paste this procedure that you will sent to the user by email. Dear user, In order to request for a SEEQ account, you will need to follow this procedure : 1. Go to CARM 2. Go to "Request new access" and look for "Business Application". 3. Select "SEEQ" 4. Add your justification and click on "Submit". Once this request has been submitted, it must be validated by your CARM validator (manager). Once your CARM request has been approved, you can now access your platform at the following link: APAC : https://as-my-seeq.as.corp.airliquide.com EMEA : https://seeq.apps.airliquide.com AMERICA : https://seeq-am.apps.airliquide.com Please select the Air Liquide account directory and click on Log In. Your licence also includes access to the SEEQ online training platform. Follow the steps below to create an account and gain access 1. Register on the platform by following this link : https://training.seeq.com/learn/register 2. Fill in the form. The branch code is as follows : AirLiquide_VNDYWR4s 3. Once you have completed your registration, you will have access to the training platform : https://training.seeq.com/learn If you encounter any problems during these processes or when using the application, please do not hesitate to contact us by creating a ticket on myITCorner and selecting the SEEQ - PROD application. Kind regards, ALIZENT Customer service
How to restart OPC UA Interfaces Incident analysis Last Update: 29/03/2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: PI Tagnames stopped updating / Interface is in error on Scada Monitoring Tool: https://eua-pr-scamon1-aws.apps.airliquide.com/scadamonitoring_aws/ReportServer.aspx BEFORE YOU START: Access to all SCADA DACQ servers via US-AIRLIQUIDE\ADM accountConnected to Ivanti Access to SCADA monitoringBasic knowledge of SCADA infrastructure STEPS: Step 1: Check existing Tickets When receiving a EH interface alert by SPLUNK, check if there is another ticket regarding this alert on MMS (Manage my Service) searching by Configuration item: Step 2: Check the status of the SCADA interface in SCADA monitoring Take the HIST name mentioned in the alert to check it on SCADA monitoring, take also the DACQ name as you will need it to eventually restart the interface: If the interface is at 0% and therefore down, a restart might be necessary. If the witch is near the green color, check with a L2 before take any action. Note: When any major issue occurs, customers must be informed immediately. Step 3: Connect to the DACQ server using RDP connection with US-AIRLIQUIDE ADM credentials Step 4: Connect to the PI Connector Tools Introduce the credentials for PI Connector for OPC UA Administration panel: You will see this: Introduce the credentials for PI Data Collection Manager panel: Here, you will be able to see the status of each component: Step 4: Restart the Conector: To fix this situation we try first stopping the Connector from the PI Connector for OPC UA Administration panel: Wait a couple of minutes... and then start the Connector: In case the issue persists you will need restart the following services: After this, we verify the components are now running "OK" on the PI Data Collection Manager panel: Step 5: Check if the interface is back on track:1) For L1 team : Wait 10 to 20 minutes and go back on SCADA.Monitoring to see if the witch is back in the green (if yes, close the incident / if no, send the incident to L2). 2) For L2 team : Before going to SCADA.Monitoring and wait for its recover, please open PI SDK on the DACQ Server and find for the log messages.If the interface is back on track, you should see at least one of the messages : - DeviceStatus=0 - The OPC interface is fully started and collecting data - Have at least required percent good tags, clearing device status. POSSIBLE CAUSES: Interface issues Network issues OPC server issues LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: OPC UA [Site | Interface_name] Interface is not getting data. Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2
PI Tags - Disable tags Incident analysis Date: 22/03/2023 Owner: Alizent International Department: Alizent Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Tags to disable because they are no longer used or asked by the customer (never delete tags) ___________________________________________________________________________________________________________________________________________________________________________________________ BEFORE YOU START: Access to all SCADA HIST servers via PI Datalink or PI SMTBasic knowledge of SCADA infrastructureKnow to import tags on Excel STEPS: Step 1: Import your tags list on Excel, you only need these attributes ("archiving", "location1", "point source" and "scan") Once the tags are imported, you put 0 for those attributes "archiving", "location1"and "scan" and for the "Point Source" section, add the word "Removed_from_" before the pointsource (as shown on the picture above, this will allow us to know from which interface they were located to in case of a roll back) then you export the new configuration to disable them. (Warning ! Check that you are connected in admin on the server to do it) Step 2: Now the aim is "hide" the disabled tags that you have disabled by changing their name (this will prevent from confusion). For that we will only rename these tags, by preceding them with "Z.." in a new cell named "Newtag" You can type Z.. and the tagname or on the cell to use the formula =CONCATENATE(A1," ",B1) or this one ="Z.."&B5 (here B5 equal tagname to rename) After that you can export the new tagname. POSSIBLE CAUSES: Interface issuesTags disabled LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Availability Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
Performance equations: event-based scheduling Incident analysis Last Update: March 2025 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: How to create an event-based Performance Equation calculated tag?Equation starts with event=truePerformance equation tag in Pt CreatedCustomer requires the same number of calculated values and tag measures BEFORE YOU START: Event-based scheduling: triggers calculations when a specified point is updated with a new event valueClock scheduling: uses scan classes to calculate values at regular intervals STEPS: Step 1: Create the configuration of your tag with PI Builder on Excel or PI SMT (location4 can be anything).Step 2: In the exdesc field, add Event=TagName, before the equation. TagName is the PI Point that acts as a trigger for the calculation. It should be on the same server as the new tag.Example: Step 3: Set the location3 field to determine the source of the timestamp associated with each calculated value:0: The time when the expression is evaluated1: The timestamp of the triggering event. Step 4: Verify the configuration of the tag on PI SMT: Connect to the server that you have created the tag onGo to Points ? Performance EquationsSearch for your calculated tagUnder Scheduling, verify that Event-based scheduling is checked, that the Event tag is the right one, and that the timestamp is correct. Under Equation you should see the event tag and the equation correctly separated. If not, ensure that you havent added any or around the tag name. Finally, wait for the event tag to trigger the calculation, and the value should update. POSSIBLE CAUSES: Event-based scheduling wrongly configured LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset / ALZ - Remote Asset / ALZ - Returnable Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2 / ALZ-AP-GCS-Production Assets-L2 / ALZ-AME-GCS-Production Assets-L2
How to allow a customer to access the right Configuration Items (CI) on My IT Corner
English
jeremy.arbonville@eu.corp.airliquide.com
19
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-28 21:35:29
5
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
1
2024-02-02 18:43:20
#########
NaN
GIO-PCI-ITSM-Global Process Manager
How to allow a customer to access the right Configuration Items (CI) on My IT Corner Incident analysis Last Update: 02/02/2024 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: A customer is complaining about the fact that he/she can't find the right CI (ex. SIO Perform - PROD) in "My application" when creating a ticket on My IT Corner. BEFORE YOU START: You need access to MMS STEPS: Enter the customer's name into the search bar of MMS Click on "People - Users" to help you find the right section Click on the customer's card Here, only one thing insterest you : ENTITY Copy/paste it somewhere, you'll need it afterwards Now, look for "Service Offerings" Look for the Service Offering where the application of interest is (most of them are in the "H Offer" of your product line), and click on it. At the bottom of the page, you will select the "Subscribed by Entity" section and click on "Edit". NB : each person working in Air Liquide is attached to an entity. In order to see the right CIs (applications) on My IT Corner, that entity must subscribe to the right Service Offering The entity of your customer you previously copy/paste will not appear in the right section if you look for it (if you find it, the problem must be on the customer side and you might need to schedule a call with him/her to see how does he/she create a ticket to be sure that the procedure is right). Write the entity in the left section Select it And slide it to the right with the arrow Click on "Save" Ask to customer to try again, this should work. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: How to/Question Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBox - A transfer is stuck Awaiting validation Incident analysis Last Update: June 3rd, 2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: A transfer is stuck awaiting validation on SDBox application;The pharmacist can no longer validate that transfer. BEFORE YOU START: Have basic knowledge of SDBox solution;An expert SQL knowledge is compulsory;Make sure that you have ALSFs agreement beforehand;If you are not sure about what you are doing, raise your hand and contact a L3 expert for advice and tutoring;Those actions are meant to refuse a transfer (do not validate it - legal penalties may apply then). STEPS: 1° Check the transfer status on SD Box Portal : click on the impacted site, see screen Rapport lots. If stuck as Awaiting validation (En attente de validation) the transfer is in section Lots en attente. Only ongoing transfers should appear in that section. 2° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 3° Connect to the SDBox central server (IP 10.154.92.93) via RDP with your Alidaho user. 4° Connect to SQL database (launch Microsoft SQL Server Management , credentials are in the dedicated Keepass). 5° Right-click on table dbo.t_transfert and select Select Top 1000 Rows. 6° Perform a few SQL queries to check the lot status and make sure you have found the right one. The transfer status should be 3 (Quarantine / Quarantaine). Otherwise, contact a L3 expert. 7° Copy-paste the following SQL query in the script part and highlight it prior to the execution (so that only the highlighted segment is executed): UPDATE t_lot SET state = '2', comment = 'lot refusé à la demande d''ALSF' WHERE lot_id = 'XXXX' /!\ Make you sure that you replace lot_id = 'XXXX' by the actual lot ID between simple quotation signs. 8° Hit Execute button. 9° Check if the faulty transfer is now in state 2 (Rejected / Rejeté). 10° Check in the SDBox Portal if the transfer is no longer in section Lots en attente of screen Rapport lots. That transfer and its associated reports should now be found in the Lots acceptés ou refusés section of that screen. 11° Confirm to the client that the transfer is now closed. POSSIBLE CAUSES: Automaton failure LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: SD Box Central - PROD Situation: Performance issue Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
airliquide, arbonville@eu, attente, awaiting, central, com, corp, de, en, en attente de validation, english, fougere, jeremy, laure, sdbox, sdbox central server, server, stuck, transfer, transfert, validation
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KB0039066
Give permission to SEEQ
English
jeremy.arbonville@eu.corp.airliquide.com
10
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-29 1:09:55
5
IT Knowledge
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0
2025-05-21 16:32:25
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ALZ-AME-GCS-Production Assets-L2
Give permission to SEEQ Incident analysis Last Update: 04/13/2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: User needs access to SEEQ BEFORE YOU START: You need to get a Windows account. STEPS: STEP 1: Send this email to the user 1) Go to CARM and the list of your accesses : 2) Click on the three dots of the "Business application" and click on "Edit" 3) You will see that you can select "SEEQ". Select it, write your justification and validate You will see that you can select "SEEQ". Select it, write your justification and validate Once you have done this, the process is the following :- A validation request will be sent to your manager. - Once validated, Alizent will validate also (if the licence has already been purchased)- Automatically, you will be added to the right group. When this is all done, go to the Seeq website and select in the directory "Air Liquide account" : Click on "Log in" and there you have it, you don't need a username or a password.If you have any questions, please feel free to ask.Kind regards, LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): (L3 team)
Check the quality of a tag when PI OPC Client can't
English
jeremy.arbonville@eu.corp.airliquide.com
7
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-29 0:36:40
9
IT Knowledge
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NaN
NaN
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2
2024-05-23 18:22:54
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ALZ-AME-GCS-Production Assets-L2
Check the quality of a tag when PI OPC Client can't Incident analysis Last Update: 22/03/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: When checking the quality of tag with PI OPC Client or PI OPC Tool and an error appears not letting you check the value/quality of the tag. It can be due to several issue : number of groups has reached its limit (whoch won't allow you to create a new group) / connection error / permission failed STEPS: Once you are connected to the right DACQ server : Open ICU and proceed as shown in the image below ---> Select "Log TS, Data and Quality for tags" and add the tag name in the "Debug Tag" section. Click on "Apply" and restart the interface. Check the log messages on PI-SDK and you will see the results (similar as the one on PI OPC Client) : Once you have your result, do not forget to roll it back by deselecting "Log TS, Data and Quality for tags", clicking on "Apply" and restarting the interface. If you don't do that, it will keep sending the results for the selected tag and this can pollute the log messages. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
Open Enterprise - PI Synchronization Incident analysis Last Update: 17/04/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
airliquide, arbonville, arbonville@eu, com, corp, english, enterprise, jeremy, open, open enterprise, pi, pi sync tool, software, sync, synchronization, tool
NaN
KB0038907
Restart of OEMT instance
English
jeremy.arbonville@eu.corp.airliquide.com
4
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-29 1:33:09
9
IT Knowledge
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2024-05-23 18:23:14
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ALZ-AME-GCS-Production Assets-L2
Restart of OEMT instance Incident analysis Last Update: 27/03/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Customer is reaching out because OEMT is unreachable. BEFORE YOU START: Check if you can go to this link : https://oemt.apps.airliquide.com/ If you can't, follow the steps. STEPS: Connect to AWS Console via the link provided in the Gsheet below. The name of the Product is Toolbox PR - Gsheet : AWS Referential Production Asset - After clicking to link, AWS is asking you to log in via an certain account, always choose BIS-ALS_SGU_AWS-wwit-alz-prdasset-productline_P Go to EC2 service Go to "Instances (encours d'exécution) : Click on the "ID instance" of OEMT-Shinyproxy-prd (i-0ed780461d21cc81d) Restart it by selecting "Etat de l'instance" (Instance state) and then "Redémarrage de l'instance" (Instance reboot) In order to test, go to https://oemt.apps.airliquide.com/ If the application is still out after the reboot, contact SIO L3 team (ALZ-EU-SIO-L3) POSSIBLE CAUSES: LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset / ALZ - Remote Asset / ALZ - Returnable Asset Configuration item: (if applicable) Situation: Assignment group (if not L1):ALZ-EU-GCS-Production Assets-L2
The Dunk geode interface need to be started in interactive mode through ICU. Do not just click on start. this is due to fact that the Geode PC is Out of Domain. (à compléter)
How to migrate a Processbook display to PI Vision (editable)
English
jeremy.arbonville@eu.corp.airliquide.com
43
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-29 0:36:42
5
IT Knowledge
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2025-05-21 16:33:00
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ALZ-AME-GCS-Production Assets-L2
How to migrate a Processbook display to PI Vision (editable) Incident analysis Last Update: 04/12/2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: A customer is requesting you to migrate a Procesbook display in PI Vision in a certain folder and the display must be editable BEFORE YOU START: You need to download the Processbook fileTo access PI Vision server (EUA-PR-SCACOR1) STEPS: Download from the AHDOC the Processbook (PB) displays on your computerConnect to EUA-PR-SCACOR1 1) Copy/Paste the displays to the Desktop of SCACOR12) Open the application "PI ProcessBook to PI Vision 2020 Migration Utility" Select your PB display : 1) Select your display2) Click on "Run analysis"3) You will see a pop-up window with a progess bar, when it is finish, you'll see "Analysis completed".4) It will tell you if the display can be fully migrated or partially. Note : Processbook & PI Vision are 2 distinct applications that are not using the same tools and processes. What the application is doing during the analysis is checking if the PB display has the same items in PI Vision. If yes, the display "Can be fully migrated". If not, the display "Can be partially migrated". If the display can be partially migrated, you can check which items are not going to be migrated by putting the mouse on the small cercled "i" next to "Can be fully migrated". You have to warn to customer before migrating the display. He has 2 options : 1) You migrate the display anyway and he will need to modify the display on PI Vision to fix the item that hasn't been migrated 2) He modifies the PB display and send it back to you so you can fully migrate it. 1) Select the display2) Click on "Migrate Displays"3) Enter the address of PI Vision : https://vision.apps.airliquide.com/PIVision/utility and click on "Connect"4) Select the Destination Folder the customer requested5) Select the owner of the display (if he didn't specified it, select the customer who created the migration request) Note : do not set the "Display Access" if it hasn't been requested by the customer on the ADHOC. This setting will only restrict the access to certain people who are a member of an Active Directory (AD) group or give you read or write access. 6) Click on OK, and the display will be migrated to PI Vision. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: How to/Question Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
This article will help you to tag an issue with Tagbuilder. TAG an issue with Tagbuilder - Rename a TAG Incident analysis Last Update: 05/12/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Not able to find/modify tag(s) in TagBuilder BEFORE YOU START: Access to TagBuilder, the tool is accessible at these links : EUR : https://scadaportal.eu.corp.airliquide.com/tagbuilder/ APAC : https://scadaportal-asia.as.corp.airliquide.com/tagbuilder/ AMER : https://am-s-thub-web1.am.corp.airliquide.com/tagbuilder STEPS: Step 1: Check the syntax name Tag When researching for a Tag name and can't find anything, try looking folders structure and compare with the tag name . If there is a difference beetwen tag name and equipment name, you have to change the name of the tag. Reminder : SCHH@ASU2@1D01/D02@60FI0112094.PV SITE @ Process group @ Equipment @ (The problem can also be located at the site name or the process group) Here, equipment "1D01/D02" is configured with a "-" instead of a "/" Step 2: Change the Tag name Import the tag in Excel and add a column "NewTag" (you have to insert a new column after "Tag") with the corrected name. Then, export it on the server Here, SCHH@ASU2@1D01/D02@60FI0112094.PV becomes SCHH@ASU2@1D01-D02@60FI0112094.PV Once the tag has been exported, you can check that the Tag works properly on TagBuilder POSSIBLE CAUSES: Tag name doesn't match with equiment name New equipment/processgroup has not been created on Tagbuilder yet (KB0023700) LOGGING CATEGORISATION: Ticket template to be used: INC1305239 Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
Open Enterprise - Workstation Incident analysis Last Update: 17/04/2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Workstations contain important files such as displays that are automatically copied between workstations and also to the OE servers. Robocopy tasks are running to ensure that. Those files are located in the O: disk in the workstations, which is a mapping of the C:\ProgramData\Emerson\OpenEnterprise\OEStore folder.The files are saved to the OE servers in the C:\ProgramData\Emerson\OpenEnterprise\OEStore folder.
PRE REQUISTES Be connected to Air Liquide network (at the office or connected to Pulse secure) ACTIONS Important information As soon as the license manager is in maintenance mode, the AIMMS pro platform is unavailable. The customer should be aware. 1. Connect to Production asset jump PC [10.151.202.222] 2. Connect to AIMMS Pro server (PROD or PPROD) (rdp available in CURRENT.rdg file located in the desktop) : Optimisation > SIO.Optim 3. Open AIMMS license manager 4. Go to maintenance mode by going to Maintenance > Maintenance mode 5. Go to Maintenance > License > License configuration ... 6. Select the license you need to update and click on update (it will take time as the server will try to connect to internet...) 7. Select use an offline update sequence 8. Select the location for the creation of the request file. A request file will be created. For example : 9. Copy paste it on your own laptop 10. Go to https://www.aimms.com/support/licensing/processing-request-files/ and upload the request file 11. A response file will be downloaded 12. Upload this response file to AIMMS pro server 13. Go to License > License configuration (you need to be in maintenance mode) 14. Select the license you want to update and click on update 15. Select the offline update sequence but CHECK THE BOX saying I have already received a response file 16. Browse to the location where you have the response file Your license is now updated ! Do not forget to turn off maintenance mode by clicking it in Maintenance > Maintenance mode. It happens that the Service could not be started properly. If you have an error message, go again to Maintenance > Start the service Example error message :
How to migrate a Processbook display to PI Vision (non-editable)
English
jeremy.arbonville@eu.corp.airliquide.com
30
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-29 0:36:41
9
IT Knowledge
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2
2024-02-02 18:14:21
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ALZ-AME-GCS-Production Assets-L2
How to migrate a Processbook display to PI Vision (non-editable) Incident analysis Last Update: 22/03/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: A customer is requesting you to migrate a Procesbook display in PI Vision without it being editable BEFORE YOU START: You need to download the Processbook file To access PI Vision server (EUA-PR-SCACOR1) STEPS: Connect to EUA-PR-SCACOR1 Open a File Explorer and go to that directory : C:\Program Files\PIPC\Coresight You will see several files, be careful which one you pick because it will relate to the destination in PI Vision (usually, the customer will precise in which folder of PI Vision he wants the file to be located, and usually the folder where you need to drop it on the PI Vision server has the same name). Once the customer sent you the Processbook file, download it on your laptop, copy it and paste it on the PI Vision Server desktop. Final step, select & drop the Processbook file you just pasted inside the folder like so : Once done, you will need to wait the server scheduled update to take it into account in PI Vision (this could take a few hours). Warn the customer about it and close the ADHOC. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: How to/Question Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SCADA/EH Servers: Disk full Incident analysis Last Update: 27/03/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: If you receive a Splunk ticket about server disk space issue (almost full) or you notice it yourself. BEFORE YOU START: Check if the disks are full as mentioned on the ticket. STEPS: Case 1: If you receive a Splunk ticket about PI Servers disk space issue, check if it's a DACQ server or a HIST server. For DACQ server: In general, alarms for DACQ Servers often concern the disk C. In this case, use the application on the server 'TreeSizeFree' (path: C:\Exploit\Tools) and click on 'Scan' ,chose your disk and check which folder is the heaviest. Check with the L3 team if they are aware about it and ask them what to do. NB :There is a script made to clean the disks that works on a monthly basis so they might tell you to wait for it. For HIST server: Connect to the HIST server and check the remaining space on the disk. It will usually concern the "archive" disk where the space needs to be increased. If so, open 'PI SMT' and go on 'Operation' --> 'Archives', there you will see : 1) the space remaining before saturation: 2) Make an estimation of the space you need. To do so, you will calculate the space used for the past month. Then, do a simple calculation to estimate space for 2 years (space we'll ask to add). In this example, for 1 month, we have 18 rows where each represents 512Mo of archives so : 18 (lines) x 512Mo = 9216Mo ---> 9,2GB for 1 month 9,2 x 12 (month) = 110 GB and x2 (same for backup) = 220GB ----> for 1 year 220 x 2(years) = 440GB Finally we need to add 440GB on this disk. GIO is managing the disk space increase and to request it you follow this request. Case 2: If you receive a Splunk ticket about an AWS Server, check instances on this link Tier 1.5 or this one AWS Referential Production Asset. Tier 1.5 AWS Referential Production Asset And like the case 1, you have to do a request POSSIBLE CAUSES: Disk reaches saturation LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SPLUNK/Errors for PI Servers Incident analysis Last Update: 14/02/2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: You receive a SPLUNK incident like this : BEFORE YOU START: You need acces to the link share in the description of the incident at "KB Link" STEPS: Copy/paste the link on your internet browser and look for the error number mentionned on the incident : If the error is set to be resolved by the L2 team, go ahead and start resolving the incident. If the message in the "description" is not self explanatory (e.g. PIAL Calculator service stopped --> you will need to go on the mentionned server and start this service), you can either relate to the "Link to Solution KB" on the Google Sheet (if there is one) or ask assistance from L2 or L3 team. NB: it is possible that sometimes the alarm has been trigerred falsely. Make sure that the error is not indeed occuring, and warn L3 team about it. POSSIBLE CAUSES: The monitoring tool find an error False alarm LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
How to create or modify FUTURE tags Incident analysis Date: 27/02/2024 Owner: Jeremy ARBONVILLE Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: BEFORE YOU START: STEPS: POSSIBLE CAUSES: Time lag Automaton Test console has frozen LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
OPC_OE tags synchronization between ID3SER-PI001 & Tier 1.5
English
jeremy.arbonville@eu.corp.airliquide.com
22
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-29 0:36:43
13
IT Knowledge
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2023-12-12 14:21:39
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ADHOC1012319
ALZ-AME-GCS-Production Assets-L2
OPC_OE tags synchronization between ID3SER-PI001 & Tier 1.5 Incident analysis Last Update: 12/12/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: A customer is telling you that OPC_OE tags have been created both in ID3SER-PI001 & Tier 1.5 but the tags in Tier 1.5 are showing "Pt Created". BEFORE YOU START: You will need to be able to import & export tags from Excel via PI AF Builder or PI-SMT add-in STEPS: First, import the tag configuration on Excel from ID3SER-PI001 (in green, where it works) & from Tier 1.5 (EU-HA-PR-HIST, in blue, where you have "Pt Created"). Once imported, you will be able to compare the two configurations. You will notice that some configuration are either not in both servers or different. Here is the parameters that might be different but MUST be exactly the same in ID3SER-PI001 & Tier 1.5 : - ExDesc / instrumentTag / location3 If they are not the same or absent, copy ID3SER-PI001 tag settings listed above and paste it to Tier 1.5 tag. Export it to Tier 1.5 (EU-HA-PR-HIST), wait a few minutes and normally data will arrive. POSSIBLE CAUSES: APS has been poorly configured. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production AssetConfiguration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
Teletransmitter : Troubleshooting actions Incident analysis Last Update: 01/03/2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Most of the time, customers will complain about frozen or bad tags : --------------------------------------- ------------------------------------- STEPS: Like any other tags, you will need first to find the location of these tags (their Point Source) which will allow you to find the DACQ server and make your support actions. You can see here that I have checked in the central server (ID3SER-PI001) as well as in the Tonkin HIST server (Audience data is archived in the Tonkin HIST server). To be sure that your tag is fed by a teletransmitter, you need to see "K" in the point source section.Then, the second important information that you need is the international number of the teletransmitter that you will find in the "Exdesc" section. As we see on the picture below, one way to find the information about a teletransmitter is by using the "Scada Toolbox" (included in the PI's suite) by following the path : "Toolbox" => "Teletransmitter Management" => "Teletransmitter management". Here, you have the possibility to do a search by phone number of the cabin (teletransmitter) and find its location. Paste the number you have found in the "Exdesc".Click on "Search"Double click on the "Node" name to access the information The main information purpose of the information to know the Dacq on which to connect. o Then, we can connect on the Dacq in remote desktop and open two applications located here "C:\Program Files (x86)\PIPC\Interfaces\Teletransmitter" which are : => PIALRTU Connect=> PIALRTU Watchdog PIALRTU Connect allows to check informations about teletransmitters and to force a call to the cabine.PIALRTU Watchdog allows you to verify the effects of this forced call. WARNING : Never press the button "Force the interface to rebuild a config in the database". o If this action gives no results, it's possible to complete this action by : 1) Open "Services" Windows and search on the list the application named "PIALRTUService" and stop and start it. 2) Afterwards, you can "force call" again and observe the effects in the Watchdog (like we saw previously). 3) If the previous steps did not bring back the data, we will check 2 things : - If the phone line is occupied by calling the international number with your own cellphone (if the line is off, the call will note ring, if not, you will hear some internet sound). If the line is occupied, contact the people on site to check why the line is off. - We can ping the MOXA (you will find the IP of the MOXA on nPort Administration application) => If the ping respond, it's ok.=> If the ping not respond, contact the people on site to check the MOXA's health and eventually ask for a reboot. POSSIBLE CAUSES: - Phone line is OFF - MOXA is down and needs to be replaced - A network issue disconnected the teletransmitter to the SCADA Server LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Data availability issue Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
How to request for an OPC Server Reboot (AME) Last Update: 05/06/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Data is not flowing properly, the OPC Server cannot be detected, or it is unavailable. BEFORE YOU START: In order to read data from an OPC Server, you must have verified the connection and data reading using an OPC Client tool. In case the OPC Server connection is displaying an error message or it's unreachble, The Plant Manager or Control Engineer of the site must be contacted so they can check the OPC Server Side. STEPS: Verify the availability of the Server using Matrikon OPC Explorer or PI OPC TOOL The credential to be used in both case most be the one used by the PI OPC Interfaces, for example: 2. Once you get the error, you need to locate the Plant Manager or Control Engineer on the Site (For Americas Site the contact information can be obtained in the following file: https://docs.google.com/spreadsheets/d/1IMvlD0YGQAek5bzWj8qbTVaWikM8ZafdDTRBOIsOqjE/edit#gid=1814552882 ) 3. Finally write an email to the contact on Site, asking for OPC Server restart. Please see an example below: POSSIBLE CAUSES: OPC Server services issues. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Bug/Defect [Incident] Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2
airliquide, arbonville, arbonville@eu, com, corp, english, how, interfaces, jeremy, opc, opc pi interfaces, opc server, pi, reboot, request, server
NaN
KB0035010
Issue on TLS Waziers
English
jeremy.arbonville@eu.corp.airliquide.com
8
Ziden REJEB TAIEB
Uncategorized
Published
2025-07-29 0:36:40
5
IT Knowledge
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NaN
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NaN
NaN
0
2025-05-21 16:19:48
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NaN
ALZ-AME-GCS-Production Assets-L2
Interface failure alarm - Issue on TLS Waziers Incident analysis Date: 02/03/2023 Owner: Alizent International Department: Alizent Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: When this tag "DUNK@WAZI@CHAR@PRINT-CQC" goes to 1 normally the customer has to receive a PDF __________________________________________________________________________________________________________________________________________________________________________ BEFORE YOU START: Access to all SCADA DACQ servers via Alidaho account and ADM accountAccess to VSphereAccess to SCADA monitoringBasic knowledge of SCADA infrastructure STEPS: Step 1: Restart the VM like to below on AWS (check the excel file https://docs.google.com/spreadsheets/d/1jHJUHD6CfjGwF3mkqGcla-Jfx7bDzOKQ1yZUnMSOKVM/edit#gid=93111578) and at the meantime, check if there was a patching session. Step 2: Connect to the Jump Global (10.151.202.222) with ADM windows account credentials and connect to ID3SER-PI001Launch SMT / Archive Editor on "DUNK@WAZI@CHAR@PRINT-CQC" At the meantime, launch command prompt and this command C:\pi\adm\piartool -sd DUNK@WAZI@CHAR@PRINT-CQC -bufresetThen on SMT, put "1" as value now and save Step 3: Check generation of a log file in D:\TLS_Script\Log\1Check generation of a Queu file in C:\TLS_Script\QueueIf yes, Put 0 on ID3SER as value now and save (as showed above)Check generation of file in C:\TLS_Script\ExportCheck sent of mail in C:\TLS_Script\Export\Sent And unfortunately if it's not the case, you can always contact the L3 Product Expert team for more advice. POSSIBLE CAUSES: Interface issuesNetwork issues LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: SCADA - FR - Waziers- PROD Situation: Availability Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
Open Enterprise - Support & Key Contacts Incident analysis Last Update: 17/04/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Check network connection to a site : a lot of OE tags are frozen or in I/O Timeout. Data availability issue troubleshooting Open Enterprise down (no user access and no data) Restart servers Contact Emerson 1) Symptoms: Check network connection to a site : a lot of OE tags are frozen or in I/O Timeout. - Go to the Open Enterprise app (EUR3-PR-EMEHIST) - In ‘Network Communications’ pane, expand ‘IPCommChannel’ and search for your device. - You can find it using one of the frozen tags. - For example, O2_NETW@MONS_ANTW@IMERYS_WILLEBROEK@1:AV400_OPEN:OPEN comes from the device named IMERY_WILL_O2_R1. - Right-Click on your device and select ‘Properties’. Find the IP of this device and try to telnet it over port 4000. If the telnet doesn’t work then the issue is on the network side. You might open a ticket to PSS team to ask them to check the flow. 2) Symptoms: Data availability issue troubleshooting - Data from OE ROC points is archived as tags in the Central PI server - see s.7 for more information - The root cause depends on where the issue is located. 3) Symptoms : If the issue is not on the PI tag or PI interface level then we will need to check the source ROC point from Open Enterprise app. - Open the OE app on EUR3-PR-EMEHIST and go to the Network Communications pane.- The ROC device and ROC point your tag is linked to can be found in its InstrumentTag - The Excdesc attribute will give you the ROC point address. Right-click on the ROC device>Advanced properties >Advanced selection to see if the ROC point has been created. - You can create the ROC point by checking the box next to it if it is not done yet. - If your ROC point has already been created, you might check its data. 4) Symptoms : Open Enterprise down (no users can access data) 5) Symtoms : Restart servers (one or both servers are disconnected) If One server is disconnected : - Restart the server.- Go to Open Enterprise > Sessions and check the new status, Start session if bad status. This operation might take a few minutes before the server appears as up. (see s.9 for more details).- Once the 2 servers appear as ‘Running’, make sure the main server is EUR3-PR-EMEHIST. If not, click on ‘Failover’ to invert the Master and the Failover servers. Both servers are disconnected : - Restart the main server (EUR3-PR-EMEHIST).- Go to Open Enterprise > Sessions and check the new status, Start session if bad status. This operation might take a few minutes before the server appears as up.- Once the main server is up, repeat the same operation for the Failover.- Click on ‘Failover’ if this server starts as ‘Master’. If the operation fails, call Emerson at +63 2 87 02 11 11 to raise a high-priority incident. Contacts : Emerson - Open a ticket : Go to Emerson support platform and connect using your email and password. By default, your password is ras123 . - If you don’t already have an account, you can create one using the ‘Register’. If you face issues with registration, feel free to contact Amaury Wigishoff. - Once you are connected, you can easily submit tickets and follow your requests in ‘My Tickets’ pane. Please note that you will not be notified by email in case of update, so please check this platform regularly if you have issues ongoing. - The average answer time is 1 business day. Therefore, you might call Emerson directly at +63 2 87 02 11 11 if you have an urgent issue like Application unavailability. Air Liquide Users SIOC teams - based in Brussels and connected 24/7 to the application to monitor pipelines Pallieter Geens Laurent Witdoeckt Pipeline team - in charge of pipelines maintenance and operations : Peter Mussels Koen Janssens (Team Leader) Maintenance team / industrial direction - in charge of industrial IT : Philippe Delbrouck Olivier Urbain Michel Nihoul (Team leader)
airliquide, arbonville, arbonville@eu, com, contacts, corp, english, enterprise, jeremy, key, key contacts, open, open enterprise, support
NaN
KB0038968
How to recycle the PI Vision Service
English
jeremy.arbonville@eu.corp.airliquide.com
8
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-29 0:36:41
9
IT Knowledge
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NaN
NaN
NaN
NaN
5
2024-05-28 17:15:53
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ALZ-AME-GCS-Production Assets-L2
How to recycle the PI Vision Service Incident analysis Last Update: 12/05/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: This action is needed when PI Vision Calculation Failed. BEFORE YOU START: Before proceding, ask the permission to recycle the PIVisionServiceAppPool to the L3 team and when validated, follow the steps. You would need to connect to the remote server AM-S-THUB-VIS1 (America) STEPS: 1. Once connected to AM-S-THUB-VIS1 go to the Internet Information Services 2. Click on Application Pools (Find it clicking on SANA-HSUP01 in Connections section). 3. Recycle the PIVisionServiceAppPool clicking on Recycle in the Actions section. 4. After few minutes Calculations on PI Vision should start getting values. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: Enterprise Historian - Central - Americas PI Vision Server Situation: Calculation Failed in PI Vision Tool Assignment group (if not L1): ALZ-AME-GCS-Production Assets-L2
Issue on MVS (interface/tags) Incident analysis Last Update: 03/05/2023 Owner: Alizent International Department: Alizent Global Customer service his document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: when tags on the MVS interface are frozen when the watchdog on SCADA Control is on faulty BEFORE YOU START: Need to have access to SCADA Control (EMEA/APAC) Access all the servers (alidaho account, ADM account) Permission to edit tags value _________________________________________________________________________________________________________________________________________________________________________ Case: User contact us because the watchdog is on faulty on SCADA Control You need to restart the MVS interface, check on PI SMT on which DACQ server finds the MVS interface. If the MVS interface is still in default, check the tag COMSTATUS is equal to 1. Then check those three tags: ***@***@**@WATCHDOG.CAL = +1 ***@***@**@WDA = WATCHDOG.CAL ***@***@**@WDN = WDA + 1 If those tags are frozen, as after a restart, you can do a Scan Off/Scan On on the WDN tag (PI SMT). If not, you can force the new value on PI SMT --> Archive Editor (need to connect as piadmin to do that) for the WDN tag. Normally after, WDN, WDA and WATCHDOG.CAL are refreshing. If the issue is still happening, ask to the customer to restart the OPC Server. POSSIBLE CAUSES: Disconnection of the OPC Server or power or network outage LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
[USER_DEFINED] UFL interface is down Incident analysis Last Update: 02/09/2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: You receive an alarm saying that [USER_DEFINED] UFL interface is down Steps: Connect to the DACQ where the interface is down Open a file explorer and go to : C:\Program Files (x86)\PIPC\Interfaces\PI_UFL\PIBatchFileGenerator Run as ADMIN "PIBatchFile_FileGenerator.exe" Go to C:\Program Files (x86)\PIPC\Interfaces\PI_UFL\Reports Check if a new "PIBatchFile_FileGenerator xxxxxxxxxx" file has been created If yes, problem is solved. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
Sign-In error when connecting to a Microsoft Teams meeting
English
jeremy.gibbons@eu.corp.airliquide.com
15
Jeremy GIBBONS
Uncategorized
Published
2025-07-29 15:58:32
35
myITcorner
NaN
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4.00
NaN
NaN
NaN
NaN
57
2021-09-15 21:17:57
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NaN
GIO-EUS-GOPS-DWP-L2
Many Air Liquide partners, suppliers and customers use Microsoft Teams to host meetings, and expect Air Liquide employees to be able to connect to these meetings. This has been possible without issue for several years, however, as of August 2021, a specific combination of factors may cause difficulties when users connect to a Teams meeting. Specifically, attempts to connect to the meeting may result in a looping error situation with a message similar to this one: This is due to the expiry of the free Microsoft Teams "evaluation" licenses that were in the past automatically assigned to any Air Liquide user connecting to a Teams session while also authenticated on PowerBI or other Microsoft tools with their Air Liquide Azure account. There are two main workarounds, depending on what they user needs to do with Teams Case #1: If the user needs to connect to a Teams-based video meeting The main workaround is for users to right-click on the Teams link they receive in their Google Calendar invitations, and select "Open link in Incognito Window". This places them in a "clean" browser session where they can connect to the Teams meeting without interference from their Air Liquide Microsoft credentials. Note that Teams will request permission to use the camera and microphone every time this is done, and the user will need to enter their name to sign into the meeting. Case #2: The user needs to collaborate in a Teams-based community, edit documents... If the user is stuck and unable to reach the Teams page they need, the best workaround is for the user to request that the host of their meeting send them a link generated through the "Get link to Team" menu in Teams: This link contains the necessary information for Teams to find its way to the right Teams organization. Alternatively, it is possible to retrieve a similar link by searching for email notifications from Teams that the user has received in their KITE mailbox. These mails are typically sent by the address "noreply@email.teams.microsoft.com" and may be either the initial invitation received by the user, or a notifications signalling new content or new comments in the community. By clicking the links in these emails, the user should be able to access the community. This is because these links typically have an explicit "tenantId" parameter in their URL which points to the third party's Microsoft cloud environment. In both cases, use of the Teams windows app and mobile app are not recommended as it will likely result in the same kind of error loop.
Azure Active Directory - Accessing third party Microsoft environments such as Sharepoint or Teams
English
jeremy.gibbons@eu.corp.airliquide.com
33
Jeremy GIBBONS
Uncategorized
Published
2025-07-29 9:38:57
26
myITcorner
NaN
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3.00
NaN
NaN
NaN
NaN
87
2020-06-25 22:52:42
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GIO-CS-EUR-CLOUDAZURE-L3
Important note: Air Liquide does not generally allow or support the use of Microsoft collaboration technologies such as Office 365, Sharepoint or Teams for internal use. The official Air Liquide platform to cover those needs is KITE. The following article applies only to users needing access to third-party/customer Sharepoint or Teams environments, such as those used by standards organizations like the European Industrial Gas Association (EIGA). The use of Microsoft Teams or Sharepoint as described below does not require purchasing any Microsoft licenses. The user is supported by the third party's own licenses, which explicitly allow guest use. Teams functionality accessible to Guest Users is more limited than for standard users. In particular, a guest cannot host a meeting. If the Air Liquide user is expecting to host a meeting, he or she should use Google Meet for this purpose. This should not cause major issues as Google Meet no longer requires third party guests to have a Google account, and no longer requires plugins in modern browsers. Air Liquide IT is investigating the possibilities to acquire a limited number of Teams licenses to serve a specific use case in China and for users who are frequently collaborating with third parties in their Teams environments. More information to come mid-2023. -------------------------- If a third party such as a partner, customer or regulatory body wants you to connect to portal or other system based on Microsoft technologies, they may ask you to provide your Azure Active Directory (also known as Azure AD or AAD) login to setup your account in their system. In this case, do not provide your KITE email address as this will not work. Rather, follow these steps: 1. Create an Azure Active Directory Account in CARM If you do not already have an Azure Active Directory account, you may request one in CARM. you typically already have one if you have access to either PowerBI or Dynamics 365. Go to the "My Access" page and check if you already see a box for "Business Applications". If you do, then simply click on the Business Application box. If you do not, select "Request New Access" and select "Business Application" in the window below. Choose "Azure Active Directory Account" in the new window: Provide a reason and submit. Your CARM request should be completed in a few minutes, but you may need to wait up to 45 minutes for your new Azure account to be fully usable. 2. Provide your Azure identifier to the third party You may now provide your Azure identifier to the third party. It is usually of the form firstname.lastname@xx.corp.airliquide.com, where xx is eu, as, am or sa depending on your region, however this may vary for various reasons, especially if you have a long name. To confirm your Azure identifier, go to https://myaccount.microsoft.com/ once your account has been created. For Teams specifically, your third-party contact must explicitly invite you as a guest into their Teams environment, per the guidance in the Microsoft documentation here. You may use either the Teams web interface or the installable Teams client. In both cases, you may need to select the third party user's organization at the upper right of the window, as shown below: You should now be able to participate in the Teams team discussions you have been invited to, collaborate on files, etc. Note: as of July 2021, Air Liquide does not have any active Teams licenses and has reached the term of the "trial" licenses that many users had automatically obtained in the past. Consequently it is no longer possible to log directly into Teams with your Air Liquide credentials. Instead, use one of these workaround methods: 1) Ask your contact in the third party organization to use the "Get link to Team" button in Teams to retrieve a direct link to their Teams space and send it to you. These links contain additional information which allows Teams to connect you directly to the third party environment. 2) Otherwise, you can also search in your inbox for a notification or invitation email you have received from the third party Teams environment, and click on the link within to reach Teams. Note that this will generally work through the web interface only, and most likely neither through the Windows app nor through the Teams mobile apps. -------------------------- Special case: use of Microsoft Authenticator when connecting to third party environments When connecting to a third-party Microsoft environment, the third-party may require the use of Microsoft Authenticator as a strong-authentication solution. This is permissible under Air Liquide policy. However, users should note that if they encounter an issue with Microsoft Authenticator when used with a third-party environments (e.g. losing their phone or erasing their credentials), the solution will typically need to come from the third party's support, as the associated settings are managed in the third party's Microsoft tenant. -------------------------- Special case: use of legacy @airliquide.com Microsoft personal accounts. Some users may have created general public Microsoft accounts, known as "Personal Accounts", linked to their airliquide.com email address. Creating these accounts is no longer possible today, but was possible prior to 2017 when Air Liquide created its Microsoft cloud environment. It is generally recommended not to use these "Personal accounts" any longer, and rather to use an Air Liquide corporate account, or "Work or School Account" with an @xx.corp.airliquide.com address, which provides a single-sign-on (SSO) experience with Azure. However, if such a Microsoft account has been used to connect with a third party environment in the past (e.g. the EIGA association), it can still be used today. You must select the "Personal Account" option when signing in to the desired Microsoft environment. This will avoid being redirected to Air Liquide systems, and allow the use of the password associated with that Personal Account. Note that such Personal Accounts are not allowed to access Air Liquide's own Microsoft environment.
Okta - Can I install Okta Verify on more than one device ?
English
jeremy.sisoukda@eu.corp.airliquide.com
103
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 20:56:28
30
myITcorner
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NaN
GIO - SEC - OKTA
NaN
NaN
NaN
24
2022-06-28 19:58:31
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NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Okta - Can I install Okta Verify mobile on more than one device ? Yes, you can use Okta Verify mobile on more than one device. You need to register your new device to your Okta account. Please follow this procedure.
Okta - How to activate Okta Verify notifications on my smartphone ?
English
jeremy.sisoukda@eu.corp.airliquide.com
123
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 20:56:26
93
myITcorner
NaN
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GIO - SEC - OKTA
NaN
NaN
NaN
23
2022-06-28 11:27:51
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GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Okta - How to activate Okta Verify notifications on my smartphone ? This article is for users who are not receiving any notifications from the Okta Verify app on their mobile devices. In order to authenticate yourself when using any applications requiring Okta, you can choose to confirm your identity through a push notification received on your smartphone, from the Okta Verify app. If you are not receiving any notifications, it means your smartphone is blocking notifications from the app, whether by a security policy or an error during the configuration of the app. This user guide will show you how to allow these notifications, on both Android and iOS devices. Prerequisite You must have a mobile device (Android or iOS) with the mobile application Okta Verify installed, and with the device registered in the app. Table of Contents How to activate Okta notifications on Android Case 1 - Personal profile Case 2 - Work profile How to activate Okta notifications on iOS How to activate Okta notifications on Android NOTE : The screenshots have been taken on a Samsung device. The interface may differ depending on the brand of your smartphone, but the procedure remains the same. Case 1 - Personal profile Step 1Go the settings menu of your smartphone. Step 2Navigate to the Apps section in the Settings menu. Step 3Search for the Okta Verify app in the list of the device's app. By default, the notifications should be marked as "Authorized", but if you see them as "Blocked", click on the Notifications section. Step 4Click on the "Show notifications" button. You can choose what notifications you allow from the Okta Verify app, but we recommand you to authorize them all. You should now see "Allowed" under the Notifications section in the Okta Verify app settings menu. Case 2 - Work profile Prerequisites You need to have enrolled your smartphone as a Mixed Usage and set up a Work profile. You need to have register your device on your Work profile Okta Verify mobile app. Step 1 Go into the Settings menu of your smartphone. Navigate to Work profile and click on it. Step 2 In the Work profile menu, click on Notifications and data. Step 3 In the Notifications and data menu, click on App notifications. Step 4 In the App notifications menu, you will see Okta Verify in the "Recently sent" category. Click on it. Step 5 Click on the button next to Show notifications. Step 6 You can now configure the notifications parameters. Click on Notification categories. Step 7 Click on the button next to Push notifications to allow them on your smartphone. This is required in order to authenticate with Okta. How to activate Okta notifications on iOS Step 1Go to the settings menu of your iPhone and then go to the Notifications section. Step 2 In the Notifications you should see that the notifications for the Okta Verify app are marked as Off.Click on the Okta Verify section. Step 3Click on the button to allow notifications for the Okta Verify app. Step 4 The notifications for the Okta Verify app are now activated. You can customize your settings but we recommand you to activate the Time-sensitive notifications to receive instantly the notifications from Okta. Step 5 You should now see that the notifications for the Okta Verify app are now allowed. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
Learn to add a new authentication factor in Okta For added security when logging into Okta, we recommend you to set multiple authentication factors to respect Air Liquide's new Multi-Factor authentication policy. This policy reduces the probability of unauthorized access, by asking the user to provide multiple proof of identity. This user guide will show you how to set up all authentication factors available with Okta. Table of Contents Before you begin Set up another authentication factor from the Okta dashboard Okta Verify mobile Security Key or Biometric Windows Hello Mac Touch ID Chrome PIN (only for Chromebook) Before you begin Ensure that you can still access the Okta Dashboard. If you can't access the Okta Dashboard, please contact the service desk. Set up another authentication factor from the Okta dashboard You are now logged in. You should see the Okta dashboard with all the applications available through Okta. Step 1 Click on your name on the top right corner, then click on Settings. Step 2 In the Settings menu, go to the Security methods section, and click Set up for the authentication method you want to add. Okta Verify mobile To set up the Okta Verify mobile app as an authentication factor, please refer to this user guide. Security Key or Biometric Windows Hello To set up Windows Hello as an authentication factor, please refer to these user guides : How do I set up Windows Hello PIN ? How do I set up Windows Hello as an authentication method ? Mac Touch ID To set up Touch ID as an authentication factor, please refer to this user guide. Chrome PIN (only for Chromebook) To set up your Chrome PIN as an authentication factor, please refer to this user guide. You have now set up all authentication methods possible ! Please comment if you don't find what you're looking for! If you don't have an answer, please contact the Service Desk.
Case 1 In an Air Liquide site, you can access your applications from your Corporate computer with a simple Internet connection (by WiFi or with an Ethernet cable). Case 2 When traveling or teleworking*, access to all your Air Liquide applications remotely, as if you were at your office, thanks to the Secure Access Remote Service named also Ivanti Secure *For collaborators who have an agreement with their entity. Prerequisite Caution: You need to have an MacOS Air Liquide Corporate Device in a way to use this Software Before Using Secure Remote Access, you need to ask for a Secure Remote Access Account &Okta account Step 1 I connect my PC to Internet Step 2 I start Ivanti Secure on my corporate PC by double clicking on Ivanti Secure icon : Step 3 I select my zone on the list and click on Connect. I enter my email address and authenticate on Okta: Step 4 I'm connected to the Air Liquide network ! Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Okta - How do I connect for the first time? - CHROMEBOOK
English
jeremy.sisoukda@eu.corp.airliquide.com
86
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 20:56:29
64
myITcorner
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GIO - SEC - OKTA
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8
2022-07-05 15:17:14
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GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Okta - How do I connect to Okta for the first time ?- CHROMEBOOK This user guide is for users connecting for the first time to Okta and possessing a Chromebook device. (applicable for Air Liquide employees, subcontractors (SC) and Business Partners (BP)) Table of Contents Step 1 - Login page Step 2 - Email address Step 3 - Password Step 4 - Set up MFA Case 1 - Set up Okta Verify mobile Case 2 - Set up Chrome PIN Set up a Chrome PIN Set up Chrome PIN as an authentication method for Okta Step 5 Step 1 - Login page From a browser, access the Okta dashboard at https://login.airliquide.com. Step 2 - Email address Enter your professional email address Step 3 - Password Enter your Windows password and click Verify. Step 4 - Set up MFA On Chromebook devices, you can use the Okta Verify mobile app and/or Chrome PIN as an additional security method.Windows Hello/Touch ID are not available on Chromebook. Case 1 - Set up Okta Verify mobile Click Set up for Okta Verify. The enrollment QR code should appear on the screen. Please refer to the article How do I set up the Okta Verify mobile app? from Task 2 onwards for the rest of the setup. Case 2 - Set up Chrome PIN If you haven't already set a Chrome PIN, please follow the instructions below. Set up a Chrome PIN Click on the time at the bottom right corner of your screen, then click on the Settings wheel. In the Settings menu, navigate to the Security and Privacy section by clicking on it on the list at the left. Then click on Lock screen and sign-in. Under Lock screen from sleep mode, select PIN or password then click on Set up PIN. You will be prompted to confirm your identity by entering your Google password. Enter your PIN then enter it a second time to confirm.Your Chrome PIN is now set on your device ! Set up Chrome PIN as an authentication method for Okta On the Okta dashboard, click on your name in the top right corner then on Settings. In the Settings menu, go to the Security methods section and click on Set up next to Security Key or Biometric. You will be prompted to select an option. Click on This device. Enter your Chrome PIN to confirm your identity. Your Chrome PIN has now been successfully registered as an authentication method ! Step 5 You can now sign in to the Air Liquide applications through Okta. Please comment if you don't find what you're looking for! If you don't have an answer, please contact the Service Desk.
Okta - How will Okta Verify be used? The new Okta Verify solution consists of two elements: Mobile application available on Android and iOS - mandatory for Air Liquide's smartphone owner / otherwise use of personal smartphone is recommended (not forced). Desktop application available on Windows and Mac OS - mandatory for Air Liquide's device to enable automatic connection and benefit from simplified authentication.
1 time pass, 1 timepass, airliquide, chirol, com, corp, english, guillaume, how, jeremy, octa, okat, okta, okta verify, otak, otka, pass, sisoukda@eu, time, timepass, used, verify, will
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KB0027565
Okta - What is Okta Verify PC?
English
jeremy.sisoukda@eu.corp.airliquide.com
343
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 20:56:26
43
myITcorner
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2.00
GIO - SEC - OKTA
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226
2022-06-22 14:58:15
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GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Okta - What is Okta Verify PC ? Okta Verify PC is an authentication login method that allows users to sign into their Okta environment without the use of a password.This feature is available on Windows and MacOS managed devices, and on any location or network, whether corporate or private.This passwordless method reduces the possibilities of data breaches coming from compromised credentials. How does it work ? On https://login.airliquide.com you have a login option "Sign in with an Air Liquide device". If you choose this login option, the Okta Verify PC application will open. When logging for the first time to Okta, you will be prompted by the Okta Verify PC application to set up Windows Hello, if you haven't already. NOTE : If you already have, you will only be asked to enter your Windows Hello PIN. You can also enable your device's biometrical authenticator (digital fingerprint on compatible devices, Windows Hello PIN on Windows and Touch ID on macOS) on Okta Verify PC to have a supplementary layer of security when logging in. You can now use the Okta Verify PC application to log into Okta ! IMPORTANT NOTE : Your biometrics (fingerprints, facial features) are stored locally on your device and are not accessible by Okta Verify. The application only verifies that they match your device's configured biometrics.
Okta - How to enable biometrics for Okta authentication ?
English
jeremy.sisoukda@eu.corp.airliquide.com
178
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 20:56:29
75
myITcorner
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GIO - SEC - OKTA
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10
2022-06-30 16:39:22
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GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Okta - How to enable biometrics for Okta authentication ? On Okta, you will be prompted to set up another authentication factor. This user guide is to demonstrate how to configure your biometrics (i.e. your fingerprint) on your device, and enable them on Okta. We strongly recommend you to set up your biometrics in Okta Verify (PC and mobile) to get a better user experience. Table of Contents Task 1 - Set up your biometrics on your device Android smartphones Case 1 - Personal profile Case 2 - Professional profile iPhones Windows devices Mac Task 2 - Enable biometrics in the Okta Verify application Task 1 - Set up your biometrics on your device Android smartphones NOTE : the screenshots for the Android devices have been taken on a Samsung. The user interface may be different depending on the brand of your device, but the procedure is the same for all Android smartphones. NOTE : if you are using a professional account on your personal device, please note that the fingerprint registered for your personal profile is not registered for your work profile and won't be used to authenticate in Okta. You need to set up another fingerprint for your work profile. On Android devices, the default biometric used by Okta is your fingerprint. Facial recognition is currently NOT supported. Case 1 - Personal profile You are using your personal profile with Okta Verify mobile. Step 1 Go to the Settings menu of your smartphone, and go into the Biometrics and security menu. Step 2 Under the Fingerprints section, if you have already set up one or more fingerprints, you should see them in the list of registered fingerprints. If that's the case, you can now skip to the Okta Verify mobile app step. If you haven't, go into the Fingerprints section. Step 3 Click on Add a fingerprint. Step 4 Follow the instructions to scan your fingerprint. Once the registration is complete, click on "Done". Step 5 You should now see your fingerprint as registered. Case 2 - Professional profile You are using your professional account with Okta Verify mobile. You need to set up a fingerprint for your work profile. Step 1 Go into the Settings menu of your mobile and navigate to the Work profile section. Step 2In the Work profile menu, click on the Fingerprints section to add your fingerprint to your work profile. The procedure to set up a fingerprint is the same as for the personal profile. iPhones The default biometric for Okta Verify mobile is the fingerprint. Facial recognition is currently not supported, so the default biometric is Touch ID.Make sure Touch ID is supported on your iPhone model. Step 1 Go to the settings menu of your iPhone and navigate to the Touch ID & Passcode of your iPhone. Step 2 Under the Fingerprints section, if you have already registered one or more fingerprints, you should see them as already configured. You can now skip to the Okta Verify app part of this user guide. If you haven't, click on Add a fingerprint. Step 3 Follow the instructions to register your fingerprint. Once it's dont, click on Continue. Step 4 You should now see your fingerprints in the list of registered fingerprints. Windows devices On Windows devices, you can set your biometrics with Windows Hello. By default, Air Liquide's devices are not equipped with a fingerprint reader. The default solution is to set a PIN Code. We invite you to read the dedicated user guide. Mac On Mac devices, you can set your biometrics (i.e. fingerprint) with Touch ID. Depending on your Macbook model, the location of the Touch ID button may differ. MacBook Pro with Touch Bar keyboard MacBook Air from 2018 and later Step 1 On your Mac, choose the Apple menu, go to System Preferences and navigate to the Touch ID section. Step 2 Click on "Add a fingerprint" and follow the instructions. You will be prompted to enter your device password to register a fingerprint. Step 3 In the Touch ID menu, you should now see your fingerprint as registered. You can configure what Touch ID can unlock. We recommand you to allow Unlocking your Mac. Task 2 - Enable biometrics in the Okta Verify mobile application By default, when adding your account in the Okta Verify mobile app, you will be prompted to enable your biometrics. If you haven't, please follow the instructions below. Step 1 Go into the Account details menu. In the Options sections, click on Use biometrics. Your fingerprint is now ready to be used for authentication in the Okta Verify application !
Okta - When do I need to authenticate ? This article is to inform Air Liquide's employees of each situation where they will be required to authenticate themselves with Okta Verify (mobile or PC). Okta risk analysis Every time you sign-in, Okta uses a data-driven risk engine to determine the probability of your sign-in attempt to represent a malicious activity. The risk level of your sign-in attempt is determined by evaluating different informations: The IP address used for the sign-in request Behavioral information : details of the device used, location, time of login attempt... Previous successful and failed attempts to log in. Okta then classifies your sign-in attempt into three risk levels : Low, Medium and High, with an adaptative Multi-Factor Authentication (MFA) procedure depending on the risk level. If you're using a managed device (corporate device) : Risk Level Procedure Low No need to authenticate yourself Medium Option 1 : Okta Verify mobile (Push) + another factor (Windows Hello / MacOS TouchID / Windows password) Option 2 : Okta Verify mobile (Biometric) Option 3 : Windows Hello (PIN code) / MacOS Touch ID (biometric or PIN code) High Same as above IMPORTANT NOTE : You will be challenged to re authenticate after 10 hours if your risk level is Medium and 2 hours if your risk level is High. If you're using a unmanaged device (personal device) : Risk Level Reauthentication Procedure Low/Medium/High Yes Option 1 : Okta Verify mobile (Push) + another factor (Windows Hello / MacOS TouchID / Windows password) Option 2 : Okta Verify mobile (Biometric) Option 3 : Windows Hello (PIN code) / MacOS Touch ID (biometric or PIN code) IMPORTANT NOTE : You will be challenged to re authenticate yourself after the end of each application's session.
Okta - What to do if I lose/break my device? This user guide is for users who have lost, been stolen or broke their devices (Android smartphone, iPhone, Windows laptop, Macbook, Chromebook). Table of Contents Task 1 - Report your incident to the Service Desk Case 1 - I have lost/broken a managed device Case 2 - I have lost/broken an unmanaged device Task 2 - Remove your device from your Okta account Task 3 - Register another device Task 1 - Report your incident to the Service Desk Case 1 - I have lost/broken a managed device This case applies to all types of devices : Android smartphones, iPhones, Windows laptops, Macbooks, Chromebooks. You need to contact the Air Liquide Service Desk to report the lost/break of your device.Choose the option you prefer to contact them, or if you're on site you can directly go to their office. They will be able to remotely deactivate your device and remove its access to all Air Liquide's resources.They will also be able to reset your MFAs. Case 2 - I have lost/broken an unmanaged device Unfortunately, the Service Desk cannot deactivate your device remotely, but they can reset your MFAs. You will have to deactivate/reset your device remotely yourself. Task 2 - Remove your device from your Okta account Step 1 Go to login.airliquide.com and log into Okta. Step 2 On the Okta dashboard, click on the scrolling menu with your name in the top right corner, then click on Settings. Step 3 On the Settings menu, go to the Security Methods section and remove your device. Task 3 - Register another device We invite you to register another device in order to authenticate into Okta. We recommend you to read the How to setup Okta Verify on another device? user guide.
Okta - I don't have a smartphone. How can I authenticate to Okta ?
English
jeremy.sisoukda@eu.corp.airliquide.com
88
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 20:56:28
23
myITcorner
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GIO - SEC - OKTA
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2022-06-28 19:47:19
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GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Okta - I don't have a smartphone. What should I do ? You don't need to possess a smartphone to authenticate on Okta. You can set up your biometrics as an additionnal authentication method to your password. Windows Hello PIN You can use your Windows Hello PIN to authenticate into Okta. Please follow these user guides on How to set up a Windows Hello PIN if you haven't already and How to set up Windows Hello for Okta authentication.
Okta - How to unlock my account ? This article is for users that have locked their account by failing to log in too many times. When failing too many login attempts, your account may be locked. You should see an error message “Unable to sign in” when entering your email address and clicking on Next. Step 1 Go to https://login.airliquide.com. Click on Unlock account. Alternatively, you should have received an email notifying you that your account has been locked. You can click on Unlock account in the email to start the unlocking procedure. Step 2 Enter your email address and click on Select, then click on Send me an email. Step 3 You should now have received an email with a link to unlock your account. Click on Unlock account. A new tab should now open on your browser.NOTE : The link is only valid for 5 minutes.You can also enter the code provided in the email. Step 4 Click on Yes, it’s me to confirm. Step 5 Your account is now successfully unlocked. Return to the first browser page to end the procedure. You can now set up your authentication methods or use the one you previously set up. Please comment if you don't find what you're looking for! If you don't have an answer, please contact the Service Desk.
Gideons ALC AL Security - Company and locations matrix
English
jian.wang@as.corp.airliquide.com
44
Siti Noor WAHAB-SC
Uncategorized
Published
2025-07-28 19:41:58
9
IT Knowledge
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2021-01-29 9:07:40
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BAP-COE-GID-L2
Short description: Gideons ALC AL Security - Module, user groups and locations matrix SYMPTOMS: End users may raise a ticket to apply to grant certain entity permission. BEFORE YOU START: Need tick location ID and company id according to end user's request. STEPS: Access provisioning - AL Security - Module, user groups and locations matrix LOCATION_ID COMPANY_ID LOCATION_NAME COMPANY_NAME 1A 53 AIR LIQUIDE (DATONG) CO.,LTD AIR LIQUIDE (DATONG) CO.,LTD 1B 54 AIR LIQUIDE(WUHU) CO.,LTD AIR LIQUIDE(WUHU) CO.,LTD 1C 55 AIR LIQUIDE NANTONG HIGH TECH AIR LIQUIDE NANTONG HIGH TECH 1D 56 AIR LIQUIDE MPCC GASES CO.,LTD AIR LIQUIDE MPCC GASES CO.,LTD 1E 57 AIR LIQUIDE (ZHUMADIAN)CO.,LTD AIR LIQUIDE (ZHUMADIAN)CO.,LTD 1F 58 AIR LIQUIDE(EERDUOSI)CO.,LTD AIR LIQUIDE(EERDUOSI)CO.,LTD 1G 59 AIR LIQUIDE (LIAOYANG) CO.,LTD AIR LIQUIDE (LIAOYANG) CO.,LTD 1H 60 AIR LIQUIDE TIANJIN JINNAN AIR LIQUIDE TIANJIN JINNAN 1I 61 AIR LIQUIDE (LIAN YUN GANG) AIR LIQUIDE (LIAN YUN GANG) 1J 62 AIR LIQUIDE (ORDOS) IG CO.,LTD AIR LIQUIDE (ORDOS) IG CO.,LTD 1K 63 AIR LIQUIDE (CHINA) CO.,LTD AIR LIQUIDE (CHINA) CO.,LTD 1L 64 AIR LIQUIDE(URUMQI) IG CO.,LTD AIR LIQUIDE(URUMQI) IG CO.,LTD 1M 65 AIR LIQUIDE (FUZHOU) CO.,LTD AIR LIQUIDE (FUZHOU) CO.,LTD 1N 66 AIR LIQUIDE(BEIJING)IG CO.,LTD AIR LIQUIDE(BEIJING)IG CO.,LTD 1O 67 AIR LIQUIDE(CHONGQING)IG AIR LIQUIDE(CHONGQING)IG 1P 68 AIR LIQUIDE CHONGQING CO.,LTD AIR LIQUIDE CHONGQING CO.,LTD 1Q 69 AIR LIQUIDE (NANJING) HI-TECH AIR LIQUIDE (NANJING) HI-TECH 1R 70 AIR LIQUIDE WUHAN HUAXING IG AIR LIQUIDE WUHAN HUAXING IG 1S 71 AIR LIQUIDE (DONGGUAN) IG AIR LIQUIDE (DONGGUAN) IG 1T 72 FOSHAN KODI GAS CHEMICAL FOSHAN KODI GAS CHEMICAL 1V 74 AIR LIQUIDE DONGYING INDUSTRY AIR LIQUIDE DONGYING INDUSTRY 1W 75 AIR LIQUIDE ADVANCED TECH AIR LIQUIDE ADVANCED TECH 1X 76 AIR LIQUIDE WUHAN IG CO., LTD. AIR LIQUIDE WUHAN IG CO., LTD. 1Y 77 BEIJING SHUNANQITE GAS (CIQU) BEIJING SHUNANQITE GAS (CIQU) 1Z 78 AIR LIQUIDE(QIAN JIANG) CO LTD AIR LIQUIDE(QIAN JIANG) CO LTD 2A 27 AIR LIQUIDE (JIANGYIN) CO.,LTD AIR LIQUIDE (JIANGYIN) CO.,LTD 2B 28 AIR LIQUIDE (SHAOXIN) CO.,LTD AIR LIQUIDE (SHAOXIN) CO.,LTD 2C 29 AIR LIQUIDE (ZHANGJIAGANG) IG AIR LIQUIDE (ZHANGJIAGANG) IG 2D 30 AIR LIQUIDE (DA LIAN) CO.,LTD AIR LIQUIDE (DA LIAN) CO.,LTD 2E 31 AIR LIQUIDE CHENGDU CO.,LTD AIR LIQUIDE CHENGDU CO.,LTD 2F 32 AIR LIQUIDE (SHENZHEN) IG AIR LIQUIDE (SHENZHEN) IG 2G 33 AIR LIQUIDE HEFEI CO.,LTD AIR LIQUIDE HEFEI CO.,LTD 2H 34 AIR LIQUIDE DONGYING CO.,LTD AIR LIQUIDE DONGYING CO.,LTD 2I 35 AIR LIQUIDE HUAN BOHAI CO.,LTD AIR LIQUIDE HUAN BOHAI CO.,LTD 2J 36 AIR LIQUIDE BAODING CO.,LTD AIR LIQUIDE BAODING CO.,LTD 2K 37 AIR LIQUIDE YONGLI (TIANJIN) AIR LIQUIDE YONGLI (TIANJIN) 2L 38 AIR LIQUIDE WEIHAI CO., LTD AIR LIQUIDE WEIHAI CO., LTD 2M 39 AIR LIQUIDE YI XING CO.,LTD AIR LIQUIDE YI XING CO.,LTD 2N 40 AIR LIQUIDE NANJING IG AIR LIQUIDE NANJING IG 2O 42 AIR LIQUIDE YU LIN CO.,LTD AIR LIQUIDE YU LIN CO.,LTD 2P 41 CALGAZ (SHANGHAI) GAS TRADING CALGAZ (SHANGHAI) GAS TRADING 2Q 43 AIR LIQUIDE LIN FEN CO.,LTD AIR LIQUIDE LIN FEN CO.,LTD 2R 44 AL (SHANGHAI) COMPRESSED GAS AL (SHANGHAI) COMPRESSED GAS 2S 45 AIR LIQUIDE SHANG YU CO.,LTD AIR LIQUIDE SHANG YU CO.,LTD 2T 46 AIR LIQUIDE NANTONG IG AIR LIQUIDE NANTONG IG 2U 47 AIR LIQUIDE YANG ZHOU CO.,LTD AIR LIQUIDE YANG ZHOU CO.,LTD 2V 48 AIR LIQUIDE HUAI'AN CO.,LTD AIR LIQUIDE HUAI'AN CO.,LTD 2W 49 AL QING PU FILLING CENTER AL QING PU FILLING CENTER 2X 50 AIR LIQUIDE (GUANGDONG) IG AIR LIQUIDE (GUANGDONG) IG 2Y 51 FU LIAN TECHNOLOGY(KUNSHAN) CO FU LIAN TECHNOLOGY(KUNSHAN) CO 2Z 52 AIR LIQUIDE (YICHUN) CO.;LTD AIR LIQUIDE (YICHUN) CO.;LTD 3A 26 AIR LIQUIDE (ZHE JIANG) CO.,LTD AIR LIQUIDE (ZHE JIANG) CO.,LTD 3B 8 AIR LIQUIDE BEIJING CO LTD AIR LIQUIDE BEIJING CO LTD 3C 16 AIR LIQUIDE TIANJIN BINHAI AIR LIQUIDE TIANJIN BINHAI 3D 23 AIR LIQUIDE (GUANGDONG)TRADING AIR LIQUIDE (GUANGDONG)TRADING 3E 14 BEIJING HI-TECH GAS CO., LTD. BEIJING HI-TECH GAS CO., LTD. 3F 22 SHANGHAI PENGPU AIR LIQUIDE CO.,LTD SHANGHAI PENGPU AIR LIQUIDE CO.,LTD 3G 21 AIR LIQUIDE (TANGSHAN) CO.,LTD AIR LIQUIDE (TANGSHAN) CO.,LTD 3H 11 AIR LIQUIDE (WUXI) IG CO., LTD AIR LIQUIDE (WUXI) IG CO., LTD 3I 12 AIR LIQUIDE CHANGSHU CO.,LTD AIR LIQUIDE CHANGSHU CO.,LTD 3J 13 AIR LIQUIDE ZHANGJIAGANG AIR LIQUIDE ZHANGJIAGANG 3K 15 EMCC EMCC 3L 20 AIR LIQUIDE TPCC GASES CO LTD AIR LIQUIDE TPCC GASES CO LTD 3M 24 AIR LIQUIDE (CANGZHOU) CO.,LTD AIR LIQUIDE (CANGZHOU) CO.,LTD 3N 18 AIR LIQUIDE NANJING CO LTD AIR LIQUIDE NANJING CO LTD 3O 25 QING DAO (LU HAI) AIR LIQUIDE CO.,LTD QING DAO (LU HAI) AIR LIQUIDE CO.,LTD 3P 19 AIR LIQUIDE WUHAN CO.,LTD AIR LIQUIDE WUHAN CO.,LTD 3Q 9 AIR LIQUIDE QINGDAO 2 AIR LIQUIDE QINGDAO 2 3R 10 AIR LIQUIDE RIZHAO AIR LIQUIDE RIZHAO 3S 17 AIR LIQUIDE SHENGYANG TEISAN AIR LIQUIDE SHENGYANG TEISAN 3T 7 AIR LIQUIDE TIANJIN. AIR LIQUIDE TIANJIN. 3U 1 AIR LIQUIDE SHANGHAI CO., LTD AIR LIQUIDE SHANGHAI CO., LTD 3V 2 AIR LIQUIDE INTL TRADING AIR LIQUIDE INTL TRADING 3W 3 AIR LIQUIDE PUDONG AIR LIQUIDE PUDONG 3X 4 AIR LIQUIDE NANTONG CO., LTD AIR LIQUIDE NANTONG CO., LTD 3Y 5 AIR LIQUIDE WUXI CO., LTD AIR LIQUIDE WUXI CO., LTD 3Z 6 WUXI HI-TECH GASES CO., LTD WUXI HI-TECH GASES CO., LTD 4A 79 AIR LIQUIDE (HEFEI) INDUSTRIAL AIR LIQUIDE (HEFEI) INDUSTRIAL 4B 80 AL PAG CHINA PTE.LTD AL PAG CHINA PTE.LTD 4C 81 BEIJING SHUNANQITE GAS(SHUNYI) BEIJING SHUNANQITE GAS(SHUNYI) 4D 82 WUHAN JIANCHE SHENGXINHE IG CO WUHAN JIANCHE SHENGXINHE IG CO 4E 83 QINGDAO HELI GAS CO.,LTD QINGDAO HELI GAS CO.,LTD 4F 84 QINGDAO XINYAOLI CO., LTD QINGDAO XINYAOLI CO., LTD 4G 85 QINGDAO PINGSHUNDA CO., LTD QINGDAO PINGSHUNDA CO., LTD 4H 86 AL BYPC GASES CO.,LTD AL BYPC GASES CO.,LTD 4I 87 AIR LIQUIDE(JIA SHAN).,LTD AIR LIQUIDE(JIA SHAN).,LTD 4J 88 AIR LIQUIDE BAZHOU AIR LIQUIDE BAZHOU 4K 89 LIQUIDE MIANYANG LIQUIDE MIANYANG 4L 90 AIR LIQUIDE (YAN'AN) CO.,LTD AIR LIQUIDE (YAN'AN) CO.,LTD 4M 90 BEIJING HUAYUAN GAS CHEMICAL AIR LIQUIDE (YAN'AN) CO.,LTD 4N 90 QINGDAO RENHE THERMAL ENERGY AIR LIQUIDE (YAN'AN) CO.,LTD 4O 93 AL PAG CHINA PTE. LTD AL PAG CHINA PTE. LTD 4P 94 AL(NT) INDUSTRIAL GAS CO.,LTD AL(NT) INDUSTRIAL GAS TAIXIANG 4Q 95 AIR LIQUIDE (DALATEQI) CO. LTD AIR LIQUIDE (DALATEQI) CO. LTD 4R 96 ALWHHEW ALWHHEW CO. LTD 4S C1 ALJYIG Qingdao Heli 4T C1 AIR LIQUIDE (WUHAN) HIGH-TECH Qingdao Heli 60 C1 PAG_EC_IG Qingdao Heli 6A C1 PAG-SH Qingdao Heli 6B C1 M&A-ALCK-01-JIFU Qingdao Heli 6C C1 M&A-ALCK-01-QINGDA Qingdao Heli 6D C1 M&A-ALCK-01-QINGLEI Qingdao Heli 6E C1 M&A-ALCK-01-LEINUO Qingdao Heli 70 C1 PAG_EC_LAB Qingdao Heli 80 C1 PAG_NJ Qingdao Heli 90 C1 PAG-QD Qingdao Heli 9A C1 PAGQD Qingdao Heli 9B C1 PAG-QDHL Qingdao Heli 9C C1 PAG-QDRH Qingdao Heli 9D C1 PAG-QDHL-TIANHAI Qingdao Heli A0 C1 PAG_SY Qingdao Heli B0 C1 PAG_TJ_IG Qingdao Heli BA C1 PAG-TJDG Qingdao Heli BB C1 PAG_TJ_IG_WeiChi#1 Qingdao Heli BC C1 PAG_TJ_IG_WeiChi#2 Qingdao Heli BD C1 PAG_TJ_IG_WeiChi#3 Qingdao Heli C0 C1 PAG_TJ_LAB Qingdao Heli CA C1 PAG-LAB-NC Qingdao Heli D0 C1 PAG_BJ_IG Qingdao Heli DA C1 PAG-BJSY Qingdao Heli DB C1 PAG-BJCQ Qingdao Heli E0 C1 PAG_BJ_LAB Qingdao Heli EA C1 PAG-BJHY Qingdao Heli F0 C1 PAG_WH Qingdao Heli FA C1 PAG-WHHX Qingdao Heli FB C1 PAG-WHSXH Qingdao Heli G0 C1 PAG_SC_IG Qingdao Heli GA C1 PAG-QY Qingdao Heli H0 C1 PAG_SC_LAB Qingdao Heli I0 C1 PAG-CD Qingdao Heli Please refer here for the updated list : https://docs.google.com/spreadsheets/d/17NIhgurJrzkjwfUNKQHyL373JGXhQ_vV_3_bI3P_Mow/edit#gid=0 POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred.> LOGGING CATEGORISATION: Ticket template to be used: CATTASK0596405 Business service: Configuration item: Situation: Assignment group:
airliquide, al, alc, com, company, corp, english, gideons, gideons alc al security - company and locations matrix, jian, locations, matrix, noor, security, siti, wahab-sc, wang@as
NaN
KB0017471
MIR INC0590158 - The LAN is down (May 30th, 2020)
English
jihane.eddinari@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:07
13
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2020-06-01 9:48:30
#########
NaN
GIO-NET-OPERATIONS
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The LAN is down INC0590158 - May 30th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 2 Days Executive Summary Classification : "Major connectivity outage" On May 30th, 2020 at 07:47 GMT Monitoring reported an incident, affecting all users of CARQUEFOU NATIONAL - FR250 The symptoms of the incident were total loss of service The a priori root cause was a power outage at the site The resolution of the incident consisted in waiting for the power to come back up On June 1st, 2020 at 07:48 GMT, the incident is resolved, leading to a service disruption of 2 Days Major steps leading to incident resolution1 May 30th, 2020 09:47 : The ticket was created. 09:49 : The ticket was assigned to a L1 engineer , and he started checking 09:50 : The ticket passed to Pending state bacause the site was closed and we should contact the customer during Business hour. June 1st, 2020 09:13 : L1 engineer started checking , we've noticed that all the devices on the site were UP 09:29 : We called the Local contact . The customer informed that the equipment was down on Sunday and it was due to an electrical problem of the whole site 09:48 : We confirm that the site was completely UP, and we close the ticket Initial root cause electrical issue on the whole site Actions plan Item, owner Item, owner External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041977.
2020, 30th, airliquide, bis, bis europe, com, corp, down, eddinari@am, english, europe, giddey-sc, inc0590158, jihane, lan, may, mir, tim
NaN
KB0018492
MIR INC0616301 - The site is down - SR200812-578404 (August 11th, 2020)
English
jihane.eddinari@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:07
16
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2020-08-12 9:13:26
#########
NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down - SR200812-578404 INC0616301 - August 11th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 8 Hours 23 Minutes Executive Summary Classification :"Major connectivity outage" On August 11th, 2020 at 22:49 GMT Monitoring reported an incident, without any effect No symptoms noted, as the site had a backup : ZA055-RT01 As soon as there was a cut, this router takes the lead of the connection. Incident should be a P2, but team doesn't change it. As an action plan, we need to indicate the link between this site and the other in Service now, to avoid the creatin of ticket like this. The a priori root cause was that the Isp circuit went down The resolution of the incident consisted in waiting for the ISP service to come back up. On August 12th, 2020 at 07:13 the incident is resolved, leading to a service disruption of 8 Hours 23 Minutes Major steps leading to incident resolution1 August 12th, 2020 00:49 : The ticket was created. 00:53 : The ticket was assigned to a L1 engineer , and he started checking 01:10 : An email sent to ISP in order to open a ticket and investigate from their side 04:42 : We have tried to open a ticket but there is no information related to the line in SNOW , we'he put the ticket on hold to check with the customer in the BH for line information 08:37 : L1 engineer started checking , we've noticed that the router went UP Initial root cause 08:53 : The ticket closed and an email sent to ISP requested RFO since there was a line issue and no reboot Actions plan Item, owner Item, owner External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042066.
11th, 2020, airliquide, amei, august, bis, bis amei, com, corp, down, eddinari@am, english, giddey-sc, inc0616301, jihane, mir, site, sr200812-578404, tim
NaN
KB0051680
Seamlessly transfer between devices during a meeting
English
joao.gomes@eu.corp.airliquide.com
8
Eugenie DUCREUX-SC
Uncategorized
Published
2025-07-29 16:09:56
16
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-08-23 16:16:49
#########
NaN
GIO-EUS-GOPS-DWP-L2
Getting our work done can happen from many locations, across many devices. Discover this feature that will help us during meeting. Beginning today, we can smoothly transfer between devices while we are in a meeting without hanging up and rejoining. ?? For example, if you were taking a Meet call on your mobile phone or tablet, you could smoothly switch to your laptop when you arrived at your desk. We will notice the new “Switch here” option when joining a meeting on a PC, which will switch the call from a mobile devices while maintaining an ongoing conversation and without worrying about missing important information.
MIR INC0911011 - MYGAS FR SOLR KO (Date: 23/03/2022 )
English
johan.fourny@eu.corp.airliquide.com
0
Nicolas NAULEAU
Uncategorized
Published
2024-11-18 16:21:19
5
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-11-18 11:04:05
#########
INC0911011
GIO-CS-EUR-CLARANET-L1
NaN
03, 2022, 23, airliquide, catalog, com, corp, date, english, fourny@eu, fr, inc0911011, johan, ko, mir, mygas, nauleau, nicolas, products, search, solr, unable, unable to see catalog and to search for products
NaN
KB0052876
MIR INC1264995 - CustomerService is retrieving 502 bad gateway - ALL portals impacted (Date: 03/10/2
English
johan.fourny@eu.corp.airliquide.com
3
Hamza YACINI SI-SC
Uncategorized
Published
2024-11-18 16:21:19
7
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-11-18 11:04:05
#########
INC1264995
BEU-APIX-INTERFACES-L3
NaN
03, 10, 502, airliquide, all, bad, blocked, com, corp, creation, customer, customer web service is not responding for all the portals: creation of orders was blocked.\n customer indexation is not possible, customerservice, date, english, fourny@eu, gateway, hamza, impacted, inc1264995, indexation, johan, mir, not, orders, portals, possible, responding, retrieving, service, si-sc, web, yacini
NaN
KB0052866
MIR INC1334036 - Not possible to work with CW, not shipto retrieved (simulation mode) (Date: 25/01/2
English
johan.fourny@eu.corp.airliquide.com
2
Meriem FEKIH AHMED-SC
Uncategorized
Published
2024-11-18 16:21:19
8
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-11-18 11:04:05
#########
INC1334036
BEU-CSM-DIGITAL-PRODUCTS
NaN
01, 25, ahmed-sc, airliquide, application, com, corp, cw, date, english, fekih, fixed, fixed the inbound and outbound rules in the application security group, fourny@eu, group, inbound, inc1334036, johan, meriem, mir, mode, not, outbound, possible, retrieved, rules, security, shipto, simulation, software, work
NaN
KB0052874
MIR INC1219668 - Distributor Portal does not work properly(Date: 24/07/2023 )
English
johan.fourny@eu.corp.airliquide.com
0
Hamza YACINI SI-SC
Uncategorized
Published
2024-11-18 16:21:19
7
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-11-18 11:04:05
#########
INC1219668
BEU-APIX-INTERFACES-L3
NaN
07, 2023, 24, airliquide, barcode, behind, com, corp, customer, date, distributor, does, dp, english, errors, errors on dp when opening existing orders, esb, existing, fourny@eu, freeze, hamza, identifying, inc1219668, johan, mir, not, opening, order, orders, portal, processing, processing an order or identifying the customer behind a scanned barcode.\n freeze of the customer web services in esb., properly, scanned, selecting, selecting a customer, services, si-sc, web, when, work, yacini
NaN
KB0052868
MIR INC1414794 - Major Problems with orders creation and 404 erros (Date: 20/05/2024 )
MIR INC1002341 - SPLUNK/AWS Mode 2 Alert on AWS/ElasticBeanstalk - EnvironmentHealth for Environment
English
johan.fourny@eu.corp.airliquide.com
5
Andres RAMIREZ
Uncategorized
Published
2025-01-13 11:25:56
8
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-11-18 11:04:06
#########
INC1002341
GIO-EUS-MyItCorner-L2
NaN
airliquide, alert, andres, aws, com, connections, corp, data, databases, down, elasticbeanstalk, english, environment, environmenthealth, failed, finish, fourny@eu, inc1002341, johan, lake, long, mir, mode, ramirez, slow, splunk, started, time, took, users, very, website, website started to slow down and the connections of the users or to the data lake databases failed or took a very long time to finish.
NaN
KB0052884
MIR INC0962717 - Imposisble to see order list through Distributor Portal (Date: 25/05/2022 )
English
johan.fourny@eu.corp.airliquide.com
4
Alaa Eddine HAMDI-SC
Uncategorized
Published
2025-09-29 14:08:24
7
GIO Service Desk
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-11-18 11:04:06
#########
INC0962717
BAP-COE-ORA-L2
NaN
05, 2022, 25, a latency while charging the dashboards, airliquide, alaa, charging, com, corp, dashboards, date, distributor, eddine, english, fourny@eu, hamdi-sc, imposisble, inc0962717, johan, latency, list, mir, order, portal, through, while
NaN
KB0052882
MIR INC0911018 - 404 INCIDENT DI IS NOT ACCESSIBLE 21032022 at 15:35 (Date: 23/03/2022 )
English
johan.fourny@eu.corp.airliquide.com
0
Alaa Eddine HAMDI-SC
Uncategorized
Published
2024-11-18 16:21:18
5
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-11-18 11:04:05
#########
INC0911018
BEU-CSM-DIGITAL-PRODUCTS
NaN
03, 15, 2022, 21032022, 23, 35, 404, accessible, airliquide, alaa, asg, auto-scaling, auto-scaling group (asg) and elastic load balancer (elb) were not configured to detect whenever we have an unhealthy instance, balancer, com, configured, corp, date, detect, di, eddine, elastic, elb, english, fourny@eu, group, hamdi-sc, have, inc0911018, incident, instance, johan, load, mir, not, unhealthy, we, were, whenever
NaN
KB0052888
MIR INC1075394 - Error loading prices from SAP: not possible to place order (Date: 12/12/2022 )
MIR INC1214829 - SPLUNK/AWS Mode 2 Alert on AWS/ElasticBeanstalk - EnvironmentHealth for Environment
English
johan.fourny@eu.corp.airliquide.com
1
Hamza YACINI SI-SC
Uncategorized
Published
2024-11-18 16:21:18
7
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-11-18 11:04:05
#########
INC1214829
CGI-APIX-INTERFACES-ESB-DEV
NaN
airliquide, alert, aws, com, corp, elasticbeanstalk, english, environment, environmenthealth, esb, fourny@eu, hamza, inc1214829, johan, mapping, mapping the timeout to opera in esb, memory, mir, mode, opera, release, restart, restart of the web service to release the memory, service, si-sc, splunk, timeout, web, yacini
NaN
KB0052871
MIR INC1179098 - Users disconnected from the Portal (Date: 23/05/2023 )
English
johan.fourny@eu.corp.airliquide.com
0
Abdeltif LOUARDI
Uncategorized
Published
2024-11-18 16:21:17
7
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-11-18 11:04:05
#########
INC1179098
BEU-CSM-DIGITAL-PRODUCTS
NaN
05, 2023, 23, abdeltif, airliquide, com, corp, date, disconnected, english, fourny@eu, identify, inc1179098, johan, keycloak, layer, louardi, mir, portal, problem with the identify provider layer or the portal (keycloak), provider, users
NaN
KB0052869
MIR INC1114332 - Customer portal is down this morning (Date: 16/02/2023 )
English
johan.fourny@eu.corp.airliquide.com
0
Nicolas NAULEAU
Uncategorized
Published
2024-11-18 16:21:18
7
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-11-18 11:04:05
#########
INC1114332
BEU-CSM-DIGITAL-PRODUCTS
NaN
02, 16, 2023, airliquide, com, configuration, corp, could, customer, date, down, english, fourny@eu, go, inc1114332, johan, mir, modifications, modifications on the servers configuration the server could not go online, morning, nauleau, nicolas, not, online, portal, server
NaN
KB0052877
MIR INC1266081 - Can´t download the deliverynote. (Date: 04/10/2023 )
MIR INC0881757 - DI orders not integrated in SAP (Date: 28/01/2022 )
English
johan.fourny@eu.corp.airliquide.com
1
Alaa Eddine HAMDI-SC
Uncategorized
Published
2025-01-13 11:25:56
8
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-11-18 11:04:05
#########
INC0881757
GIO-EUS-MyItCorner-L2
NaN
01, 2022, 28, airliquide, alaa, com, corp, created, date, di, eddine, english, fourny@eu, had, hamdi-sc, inc0881757, integrated, johan, mir, not, orders, sap, software, status, synchronized, the orders created in di had a wrong status and therefore not well synchronized with sap, therefore, well, wrong
NaN
KB0052875
MIR INC1234165 - Customer 11797944 - order creation not possible (Date: 16/08/2023 )
English
johan.fourny@eu.corp.airliquide.com
1
Antoine ARTAUD
Uncategorized
Published
2024-11-18 16:21:18
7
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-11-18 11:04:05
#########
INC1234165
CGI-APIX-INTERFACES-ESB-DEV
NaN
08, 11797944, 16, 2023, airliquide, antoine, artaud, barcode, behind, com, corp, creation, customer, date, dp, english, errors, errors on dp when opening existing orders, esb, existing, fourny@eu, freeze, identifying, inc1234165, johan, mir, not, opening, order, orders, possible, processing, processing an order or identifying the customer behind a scanned barcode.\n freeze of the customer web services in esb., scanned, selecting, selecting a customer, services, web, when
NaN
KB0010005
2011 - Costs Accounting Rules
English
john.perks
0
Aimane MAHRIA
Uncategorized
Published
2024-03-08 11:44:31
9
99.1 Project Management Office
#IT
#########
NaN
NaN
NaN
NaN
NaN
0
2012-12-06 19:27:01
#########
NaN
NaN
Please find enclosed the Costs accounting rules to help defining what is Capex and what is Opex in projects.
2011, accounting, aimane, costs, english, john, mahria, perks, rules, test
NaN
KB0010001
Loading Data to ServiceNow
English
john.perks
0
NaN
Uncategorized
Published
2019-01-02 15:34:19
16
99.1 Project Management Office
#IT
#########
NaN
NaN
NaN
NaN
NaN
0
2012-12-04 15:08:22
#########
NaN
NaN
Symptoms Describe symptoms here Cause Describe cause here Resolution Describe resolution here
data, english, john, loading, perks, servicenow
NaN
KB0010006
PPM_Advanced Admin_Training V2.2 (Word)
English
john.perks
2
NaN
Uncategorized
Published
2016-03-03 1:36:56
12
99.1 Project Management Office
#IT
#########
NaN
NaN
NaN
NaN
NaN
0
2012-12-06 19:27:42
#########
NaN
NaN
There are 3 levels of training documents :1) Display Only : for display only users (ex : CIO, Business stakeholders...)2) IT Leaders : for users that creates and updates projects /programs (ex :IT Leaders, IT managers, ...)3) Advanced & Admin : for users that create and update projects/programs/reports but also for users that manage the plateform as a functional admin (ex : Group PMO, zone PMO)
admin, advanced, english, john, perks, ppm, training, v2, word
NaN
KB0010007
PPM_Display Only_Training V1.1 (Word)
English
john.perks
0
NaN
Uncategorized
Published
2016-03-03 1:36:56
8
99.1 Project Management Office
#IT
#########
NaN
NaN
NaN
NaN
NaN
0
2012-12-06 19:28:46
#########
NaN
NaN
There are 3 levels of training documents :1) Display Only : for display only users (ex : CIO, Business stakeholders...)2) IT Leaders : for users that creates and updates projects /programs (ex :IT Leaders, IT managers, ...)3) Advanced & Admin : for users that create and update projects/programs/reports but also for users that manage the plateform as a functional admin (ex : Group PMO, zone PMO)
display, english, john, only, perks, ppm, training, v1, word
NaN
KB0010004
2015 - The new IT Governance Policy ( RIC IT & CIO Office Processes)
English
john.perks
0
NaN
Uncategorized
Published
2019-07-04 13:47:26
17
99.1 Project Management Office
#IT
#########
NaN
NaN
NaN
NaN
NaN
0
2012-12-07 16:34:46
#########
NaN
NaN
Please find enclosed the IT RIC and CIO Office processes that applied to IT projects.
MIR INC0544084 - the site is down / Main: 2001H27538 (January 28th, 2020)
English
jordan.chambre@eu.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2022-10-29 15:08:10
4
Major Incident Reports
NaN
#########
NaN
NaN
NaN
KB0015944 v1.0
NaN
0
2020-02-04 15:20:12
#########
NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report the site is down / Main: 2001H27538 INC0544084 - January 28th, 2020 Timezone : GMT Total outage duration : 35 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification : "Major connectivity outage" On January 28th, 2020 at 12:13 GMT+1, Monitoring reported an incident, affecting GELSENKIRCHEN - DE034 and impacting 25 users. The symptoms of the incident were A total loss of connectivity, on the main and the backup router. The a priori root cause was The service was restored before OBS (ISP) investigation On January 28th, 2020 at 12:49 GMT+1, the incident is resolved, leading to a service disruption of 35 Minutes Major steps leading to incident resolution1 January 28th, 2020 On January 28th, 2020 at 12:13 GMT+1 Monitoring reported an incident On January 28th, 2020 at 12:49 GMT+1 the incident is resolved, leading to a service disruption of 35 Minutes External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041774. Version: V1.0 Date: Author(s): Soukaina BARRAGOUB-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0535471 - The site is down - 2001C33975 (January 7th, 2020)
English
jordan.chambre@eu.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2022-10-29 15:09:16
4
Major Incident Reports
NaN
#########
NaN
NaN
NaN
KB0015656 v0.01
NaN
0
2020-02-04 15:35:40
#########
NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Date : Document Owner : Cyprien GRASSIN D'ALPHONSE-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down - 2001C33975 INC0535471 - January 7th, 2020 Timezone : GMT Total outage duration : 6 Hours 46 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification : "Major connectivity outage" On January 7th, 2020 at 23:29 GMT+1, Monitoring reported an incident, affecting OBERHAUSEN LIPPERFELD - DE017 and impacting 0 users, as the incident period was out of business hour The symptoms of the incident were a total loss of connectivity on both of the router (main and backup). The a priori root cause was related to an ISP (OBS) non-planned maintenance The resolution of the incident consisted in waiting for the end of the maintenance On January 8th, 2020 at 06:16 GMT+1, the incident is resolved, leading to a service disruption of 6 Hours 46 Minutes A priori root cause Related to an OBS non-planned maintenance Major steps leading to incident resolution1 January 7th, 2020 : : . : : . Etc. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041727. Version: V1.0 Date: Author(s): Hajar ESSAHIBI-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert...
MIR INC0544084 - the site is down / Main: 2001H27538 (January 28th, 2020)
English
jordan.chambre@eu.corp.airliquide.com
3
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:05
8
Major Incident Reports
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NaN
NaN
0
2020-02-04 15:14:32
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GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report the site is down / Main: 2001H27538 INC0544084 - January 28th, 2020 Timezone : GMT Total outage duration : 35 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Major connectivity outage On January 28th, 2020 at 12:13 GMT+2, :<13> : . <13>:<21> : . <13>:<30> : . <13>:<49> : <14>:<24> : External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041774. Version: V1.0 Date: Author(s): Soukaina BARRAGOUB-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0728398 - Many sites are down on EMEA (April 20th, 2021)
English
jordan.chambre@eu.corp.airliquide.com
3
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:18:05
14
Major Incident Reports
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NaN
NaN
NaN
4
2021-04-26 12:01:22
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Many sites are down on EMEA INC0728398 - April 20th, 2021 Timezone : GMT+1Total outage duration : 40 Minutes Executive Summary Classification : Major connectivity outage On April 20th, 2021 at 12:41 GMT+1 Local timeSupervision reported a loss of connectivity for multiple DMVPN sites in the EMEA zone (except Hybrid sites) The root cause was a suspected Software defectA Global routing issue was discovered in the EIGRP protocol which was not the result of any recognizable event, hence the suspected S/W defect (EIGRP routing leak, as described in various Cisco document source)On April 20th, 2021 at 13:21 local time, the incident was resolved, leading to a service disruption of 40 Minutes Major steps leading to incident resolution1 April 20th, 2021 12:41 :Supervision opens a ticket for a site down on a P2 priority (SDWAN boxes on SDWA3_Silver service) and start the initial checks 13:16 : The issue is certainly due to a software defect on the way EIGRP routing protocol (/ DUAL algorithm) is sending SIA - Stuck-in-Active Request and waiting replies from EIGRP neighbors. Reset of the global Tunnel 0 interface of the main DMVPN Hub router in FR000. 13:21 : Connectivity is restored Initial root cause EIGRP routing process leak issue creating troubles in the complete EIGRP domain except for the devices having "eigrp stub connected summary static" option. Actions plan A case has been opened with Cisco, a reminder was sent to the helpdesk: SR # 691262786. Cisco confirmed the decision to implement EIGRP stub. A Change was created as a consequence by the engineering team (Yann N'GUESSAN) : CHG0130034 / CTASK5177619 : DMVPN Optimization (EIGRP stub) / Remove EIGRP stub implementation from all the EMEA DMVPN spoke routers . This change will prevent the same issue to bring sites down in the future. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042528.
2021, 20th, airliquide, april, chambre@eu, com, corp, down, emea, english, giddey-sc, inc0728398, jordan, many, mir, sites, tim
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KB0020150
How to use a Canon printer
English
jordan.seesaiye@eu.corp.airliquide.com
136
Sebastien PLAUD
Printing / Devices
Published
2025-07-29 21:59:38
15
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
5
2024-06-19 8:59:03
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GIO-EUS-GOPS-CWS-MPS-L3
Copying Step 1 On a shared printer, scan your badge Step 2 Press Copy Step 3 Set copy preference, place the document to copy on the machine and press Start. Continue with the next step or return to the main menu by pressing Main Menu Step 4 After the copy job is complete, press Log Out to exit Scanning Step 1 On a shared printer, scan your badge Step 2 Select Scan and Send Step 3 Select the specific destination(s) you are trying to send and select Start Step 4 After print job is complete, press Log Out to exit Faxing Step 1 On a shared printer, scan your badge Step 2 Select “Scan and Send” Step 3 From the Scan and Send menu, select “New Destination” Step 4 Select “Fax” when the selections to choose from Step 5 Enter the phone number of the destination you would like to send your fax to. Once complete, select “OK” Step 6 Once you have confirmed the phone number of the fax being sent, and selected your printing preferences, select “Start” located on the physical printer to scan your document and fax to recipient. Step 7 After faxing is complete, press Log Out to exit _________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Hardware For Meetings - Meet Touchscreen Controller Quick Guide
English
jordan.seesaiye@eu.corp.airliquide.com
24
NaN
Uncategorized
Published
2025-08-05 13:13:33
6
myITcorner
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#########
NaN
NaN
NaN
NaN
NaN
0
2025-08-05 13:01:18
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GIO-EUS-GOPS-CWS-HFM-L3
Hardware For Meetings - Meet Touchscreen Controller Quick Guide This document serves as a quick guide for using the Meet Touchscreen Controller equipment, providing instructions on various common tasks and troubleshooting tips. Present with audio to the room Connect a laptop to the Green HDMI cable located from the tablet, then touch the "Present to meeting" option on the tablet. (applicable if already in a meeting) (THIS WILL PRESENT ON THE TV AND IN THE MEETING) Present to the room only Connect a laptop to the Green HDMI cable located from the tablet, then touch the "Present to room only" option on the tablet. (THIS WILL ONLY PRESENT IN THE ROOM) Fix a tablet that appears frozen Press the reset button located on the back of the tablet until the screen goes black. Call someone from the room From the main screen you can touch the "CALL A PHONE" option. If you are in a meeting you can touch the "Add people'' option, then touch the phone button at the top of the screen. You can call numbers from the room; or have them call the Google Meet number for their region and use the pin provided in the meeting details.(IN THE ADD PEOPLE SECTION YOU CAN ALSO ADD PEOPLE VIA EMAIL ADDRESS, EX: Firstname.Lastname@airliquide.com) Mute yourself on desktop/deactivate camera/present to meeting Click the microphone button to mute or unmute yourself.Click the camera button to activate or deactivate it.Click on present now, and you have the choice to present all your screen or a specific tab in Chrome. Disable audio feedback (loud echo) when people join the meeting Ensure all computers in the meeting room have their speakers and microphones muted.Request that all meeting participants turn down their speaker volume so their mic does not pick up audio.If in the room, join the meeting by presentation only. See instructions below: Instead of "JOIN MEETING", choose "PRESENT TO MEETING". Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
MPS - XWC - How to print with XWC on Chromebook or Mac
English
jordan.seesaiye@eu.corp.airliquide.com
242
Sebastien PLAUD
Printing / Devices
Published
2025-07-29 22:11:49
20
myITcorner
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NaN
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NaN
NaN
4
2024-11-21 14:50:07
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GIO-EUS-MANAGED DEVICES-PRINT-L2
How to print on printer configured on Xerox Workplace Cloud (XWC) End user guide MPS End user guide MPS For: Chromebooks Devices or Mac devices Prerequisite The workstation must be connected to the Air Liquide network by Wifi and not by VPN. The Xerox mobile print extension must be installed on Chrome. How to install the Chrome extension : Go to the chrome web store and search for Xerox Mobile Print in extension Click on it and click on Add to Chrome Step 1 Authenticate in Xerox Mobile Print Click on the puzzle piece at the top right of the chrome window, then click on Xerox Mobile Print Portal. Enter your professional email address, e.g. frirstname.lastname@airliquide.com, then click on Next. Tick the I accept box then click on the I accept button This page appears, you are correctly connected and you can close this window. STEP 2 How to print : Select print in your document or CTRL + P Unfold the Destination field and click on See more.... Select Xerox Mobile Print Click on print Then go on printer swipe your badge on it then select @PrintByXerox button If its the first time that you use the badge please follow the knowledge article Register a badge on XWC You can see your job in the list, select it then click on Print Button _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
How to print on printer configured on Xerox Workplace Cloud (XWC)? End user guide MPS For: Windows Devices Prerequisites Your laptop/desktop must be connected on Air Liquide Network to be able to print and not on the VPN, only in Wifi or Lan. You must have the Xerox Workplace Cloud Client installed on your workstation. If Xerox Workplace Cloud is not installed you can request the installation using this request. An OKTA validation is required when the Xerox Workplace Cloud client is launched: STEP 1 In Settings, Devices, printers & Scanners Select the printer Follow-Print-PCL6-Xerox as printer by default Click on manage button then click on Set as default button STEP 2 If the printer has not been set by default, when you print a document please check that the printer Follow-Print-PCL6-Xerox is well selected as below before clicking on Print button.(if the printer is not listed, click on see more... to be able to select it) Then go on printer swap your badge on it then select @PrintByXerox button If its the first time that you use the badge please follow the knowledge article Register a badge on XWC KB0050393 You can see your job in the list, select it then click on Print Button Then your documents will be printed and the job will be deleted from the list.
Gideons - Invoicing Error/ Daily Schedule Failed when Delivery Charges are missing.
English
jrose.matutina@as.corp.airliquide.com
216
NaN
Uncategorized
Published
2025-05-12 8:15:08
4
GIO Service Desk
NaN
#########
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BAP - HUB - GIDEONS
NaN
NaN
NaN
118
2025-05-12 8:09:25
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BAP-COE-GID-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: 1. Invoices not generated 2. Daily Schedule Failure. Note: Steps below to be completed by Service Desk and user to log ticket with SD REFERENCE TICKETS: INC1644548INC1593948 INC1644575 STEPS: 1. Check if Delivery Orders which are not invoiced are present in DO_CONFIRMED table SELECT * FROM DO_CONFIRMED WHERE DOC_NO IN ('DOC_NOs') 2. For the deliveries which are not present in DO_CONFIRMED check them in DO_HEADER table with their record status SELECT RECORD_STAT,* FROM DO_HEADER WHERE DOC_NO = 'DOC_NO' 3. If the RECORD_STAT = 'S', take the Parent Number from DO_HEADER customer number and check if it has a delivery charge set for the delivery category of the product in the DO 4. Ask user to add the delivery charge for the customer in Special Price Maintenance Screen. 5. We can check if the price has been updated in backend in CUST_DEL_PRICE table. SELECT * FROM CUST_DEL_PRICE WHERE CUST_NO = 'CustNo' 6. After delivery charge is updated the invoices will be generated through next Daily Scheduler Process for the sidelined delivery orders. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration Item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Service Desk will ask the user to add a delivery charge for the customer mentioned in the error message through application. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User cant receive encrypted attachments on Gmail (Removed by Policy) If an email contained an encrypted archive file (zip, 7z, rar, gz..), the body of the message will be delivered accompanied by a message stating <<< Encrypted attachments were removed because of an administrator policy. >>> <<< Alternatives means should be used in order to receive this kind of attachment -> Place2Share / Google Drive / DigitalGuard / Virtru. >>> <<< If, and only if alternatives are not possible, please refer to your IT Approval or Budget Approval >>> BEFORE YOU START: For security reasons, starting May 30, 2022, encrypted archives files (zip,7z, rar, gz..) attached to an Email will be automatically deleted before reaching the Air Liquide employee mailbox. Note that this change will only impact encrypted archive attachments, (zip, 7z, tar, gz, etc.) ?les. In case user needs to communicate with a partner using such a type of attachment, guide user towards the secure approved tools that Air Liquide has to offer: Google Drive or Place2Share. In the case of sharing Con?dential Secret documents, use Virtru or DigitalGuard. STEPS: In case the user is supposed to get emails with (zip,7z, rar, gz..) attachments on a regular basis from a specific domain or email address, he/she must raise the request "Messaging - Enable receiving an encrypted archive attachment in an email" in My IT Corner. Path: Home > GIO Services > G Suite & Messaging > Messaging - Enable receiving an encrypted archive attachment in an email LOGGING CATEGORISATION: Request to be used: MyITcorner Assistance For which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service desk will guide the user to submit request via myIT corner.
7z, 7zip, administrator, airliquide, archive, attachments, because, com, corp, encrypted, encrypted attachments, english, file, gmail, gz, harold, jrose, kite, kite gmail - unauthorized encrypted archive attachment zip 7zip 7 zip 7z rar gz file\n encrypted attachments were removed because of an administrator policy, matutina@as, ousset, policy, rar, removed, unauthorized, were, zip
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KB0056771
Set 'Mailto' default to GMAIL
English
jrose.matutina@as.corp.airliquide.com
5
NaN
Uncategorized
Published
2025-09-02 9:33:18
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
0
2025-08-13 1:07:04
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GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User is not able to access a website link that directs to GMAIL 'mailto' default to Outlook POSSIBLE CAUSES: Default email app in their computer is set to OUTLOOK "Allow sites to ask to become default handlers for protocols" is disabled BEFORE YOU START: Please note that using OUTLOOK is against Air Liquide security Policy. Save files/close any site that might be affected with the browser issue before performing the process STEPS: First, set Chrome as the Default Email App in Windows 11:1. Go to Start > Settings > Apps > Default apps.2. Search for "Google Chrome".3. Click on Chrome and then select the "Email" option.4. Choose Chrome as your default email app. Second, configure Chrome to Handle "mailto" Links:1. Open Chrome2. Go to Settings > Privacy and security > Site settings > Additional permissions > Protocol handlers. Alternatively, you can directly type chrome://settings/handlers in the address bar and press Enter. 3. If "mailto" is not listed, ensure that "Allow sites to ask to become default handlers for protocols" is enabled. You may need to remove any existing entries for "mailto" or clear the handler data. 4. Open your desired email service (e.g., Gmail) in a new tab. 5. You should see a "diamond" icon in the address bar (or be prompted to allow the handler). 6. Click the icon and choose to allow the handler to manage "mailto" links. Lastly, restart the browser, try accessing the website again. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Availability and Performance Issue TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, account, add, add an account, airliquide, browser, chrome, com, connect, connect to the service, connecting, connecting to a service, corp, default, default browser, email, english, gmail, handler, handlers, handlers for protocols, jrose, mail, mailto, matutina@as, okta, okta error, outlook, protocol, protocol handler, protocols, service, set, set 'mailto' default to gmail, software, unable, unable to access browser
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KB0042642
Gideons - How to install Updated Version
English
jrose.matutina@as.corp.airliquide.com
16
J'Rose MATUTINA-SC
Uncategorized
Published
2025-08-11 13:15:26
4
GIO Service Desk
NaN
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NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
1
2025-08-11 13:11:23
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BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user is calling, they are unable to access Gideons SYS due outdated version. BEFORE YOU START: Please check with the user on what version they are using before installing the new update. STEPS: Remote into users machine, install the new version using your ADM account. Below is the link to get the updated version. For GIDEONS, please refer to this link: https://drive.google.com/drive/folders/1995KDT1oPWSKp926NzUguh9dZ6a8BRw_ LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Support / Assistance Resolution notes: Service Desk will remote into user's PC and install the latest version. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
airliquide, com, corp, english, gideons, gideons sys, how, how to, install, jrose, matutina-sc, matutina@as, rose, sys, updated, version
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KB0043937
Laptop Return Process
English
jrose.matutina@as.corp.airliquide.com
111
Jen Yip NG-SC
Uncategorized
Published
2025-06-19 7:43:59
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
30
2025-06-19 7:43:28
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GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: APAC ENTITY:ALCH; ALFE SYMPTOMS: User want to return laptop BEFORE YOU START: - If SD receive call from user regarding returning laptop. STEPS: Scenario 1 - User himself call in telling you he want to return laptop, today is his last day. How? - User need to provide us a referral ( Someone that user will pass his or her laptop to ), can be colleague or direct manager. Sd proceed to open a ticket with (requested by) fill in with referral user email and (requested for) fill in with user email himself. Description mentioned PC hostname, referral username ( This is to let OSS team know who can they collect the laptop from ) and assign to GIO-EUS-FS-CHINA-L2 for China or GIO-EUS-FS-TAIWAN-L2 for Taiwan. Scenario 2 - User call in telling you he want to return his or her colleague laptop How? - SD proceed to open a ticket. (Requested by) fill in with user's email, and (requested for) fill in with the laptop owner email, if you can find the email in mms, probably it has been terminated in the system. Put (call in) user's email will do. Description mentioned PC hostname, get user contact number (Oss team need to contact him/her to collect the laptop) and assign to GIO-EUS-FS-CHINA-L2 for China or GIO-EUS-FS-TAIWAN-L2 for Taiwan. Scenario 3 - User call in telling you he saw a laptop that is not identified by any user in office, he wish to return back. How?- SD proceed to open a ticket. Requested by and Requested for both fill in with user's email himself. Description mentioned PC hostname, get user contact number (Oss team need to contact him/her to collect the laptop) and assign to GIO-EUS-FS-CHINA-L2 for China or GIO-EUS-FS-TAIWAN-L2 for Taiwan. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Pc hostname Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): OSS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
myGas - Order is on hold due to credit limit issue
English
jrose.matutina@as.corp.airliquide.com
113
Piyush MAHAJAN-SC
Uncategorized
Published
2025-09-29 14:36:09
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - myGas
NaN
NaN
NaN
35
2025-05-09 9:33:24
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is reporting that myGas orders are not transferred to Gideons. POSSIBLE CAUSES: When orders are created in MyGas, they are transferred to Gideons. But orders are not processed, and DOs are not generated for those orders when there is a credit limit issue with their customer (Delivery Point) and they are ON HOLD. STEPS: Step 1 - When logged in to MyGas internal portal, go to 'Orders' section, then go to 'Pending Orders', then in the 'Next Action' column, you will see the status as 'On Hold' and beside this status, you will see the 'Warning' sign highlighted in the screenshot attached below. Click on the 'Warning' sign and now go to Step 2. Step 2 - When you click on the 'Warning' sign as directed in step 1, a dialog box will open, and you will see the 'Update' button highlighted in the screenshot attached below. Click on the 'Update' button, and credit limit for that order will get released and now the 'Next Action' will be updated from 'On Hold' to ' Pending for DO creation' and DO will be created for that order. NOTE: If user don't have access to update , route the ticket to L2 LOGGING CATEGORISATION: Business service: BAP - HUB - myGas Configuration item: myGAS APAC - PROD Category: Application Subcategory: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Not able to add User Group. POSSIBLE CAUSES: User function not assigned. STEPS: Check if the User context for add Group function is available or not SELECT * FROM CA_GROUP_USERS GU INNER JOIN CA_GROUP_FUNCTIONS GF ON GF.GROUP_ID = GU.GROUP_ID WHERE GU.USERID ='USERID' AND GF.FUNCTION_ID =F014048 LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - eAline Configuration Item: eApplication - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
able, add, airliquide, aline, assigned, com, corp, deepak, ealine, eapps, english, function, group, hasani-sc, jrose, matutina@as, not, not able, user function not assigned, user group
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KB0022032
BIS CF applications - functional issue
English
jrose.matutina@as.corp.airliquide.com
342
Anthony DURAND
Uncategorized
Published
2025-04-18 2:01:57
5
GIO Service Desk
NaN
#########
NaN
BCF - BI - Support
NaN
NaN
NaN
113
2025-04-18 1:57:23
#########
NaN
BCF-BI-L3
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: User is calling regarding a functional issue related to a BIS CF (Corporate function) application. STEPS: 1. Check whether the user's device was configured correctly on the Intelligent Hub and that he is using the correct usage type (Mixed/Business only). 2. Try to install the SalesApp application from the Workspace Console. 3. If not able to resolve, please send the ticket to BCF-IM-SUPPORT-L3. Business Service/Configuration Item per application: Inclusive Business/Access Oxygen: BCF - Inclusive Business / Access Oxygen - PRODALZ - Returnable Asset /Algomix: ALZ - Returnable Asset / Algomix V4, Algomix V4 PROD and Algomix V4 PREPRODBCF - IM - ALTEC/ALNAT C: BCF - IM - ALTEC / ALNAT C - PRODBCF - IM - ALTEC/ALTEC 3in1: BCF - IM - ALTEC / ALTEC 3 in 1 - PRODBCF - IM - ALTEC/ALTEC ART: BCF - IM - ALTEC / ALTEC ART - PRODBCF - IM - ALTEC/ALTEC References: BCF - IM - ALTEC / ALTEC References - PRODBCF - IM - App Selectors/CryoApp: BCF - IM - App Selectors / Cryo App - PRODBCF - IM - ALTEC/CRYOSOFT: BCF - IM - ALTEC / CRYOSOFT - PRODBCF - IM - App Selectors/Map App: BCF - IM - App Selectors / MAP APP - PRODBCF - IM - ALTEC/QUENCHAL: BCF - IM - ALTEC / QUENCHAL - PRODBCF - IM - App Selectors/SalesApp: BCF - IM - App Selectors / SALESAPP - PRODBCF - Inclusive Business/Trace It: BCF - Inclusive Business / TraceIT - PRODBCF - IM - App Selectors/Waterapp: BCF - IM - App Selectors / WaterApp - PRODBCF - IM - App Selectors/Weldapp: BCF - IM - App Selectors / Weldapp - PROD LOGGING CATEGORISATION: Business service: Choose the relevant above.Category: ApplicationSubcategory: Functional / Technical IssueAssignment group (if not L1):For Algomix: ALZ-EU-GCS-Returnable Asset L2For the rest of the apps: BCF-IM-SUPPORT-L3 TICKET TYPE: Process ARTICLE TYPE: Assignment TEAM: L3
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: Error shows that Cost Center is disabled POSSIBLE CAUSES: The Cost Center has been disabled (or enabled). BEFORE YOU START: The creation of cost center please refer to KB0040239 . STEPS: 1. To enable (or disable) the Cost Center, refer Create: Input CC value /CC description and tick enabled. (Untick the field to disable). 2. Click Save. 3. Send the screenshot to user for confirmation. 4. Close the ticket once confirmed LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Enable the Cost Center TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, center, com, corp, cost, cost center, costcenter, disable, enable, english, jrose, julia, matutina@as, oracle, ramlan-sc
NaN
KB0035042
E-expense Update Approver _ Except China
English
jrose.matutina@as.corp.airliquide.com
210
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-08 10:06:54
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
148
2025-09-08 9:57:44
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is requesting to update/change Approver for their E-expense claim STEPS:Guide user to update it themselves from My Profile page. NOTE: If New Approver's name is not listed, it means that he/she is not set as an approver yet End-user must ask the New Approver to contact FSSC Support (via or email , to set his/her profile as approver in e-expense. Once he/she is set as an approver, then end-user should be able to update it on their E-Expense profile. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: E-expense APAC - PROD Category: Application Subcategory: Availability and Performance Issue Resolution Notes: Guide user to contact FSSC Support TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling form CRM/CRM Next access request. BEFORE YOU START: CRM for salespeople, customer portfolio management Requirements: Access to CRM To have access to sales data user must have: BO access Power BI access People within Air Liquide that use this Application today: - FR-ALHIST - FR-ALEHOS DEVELOPMENT - FR-ALEHOS SERVICES - FR-PHARMADOM-ORKYN - FR-VITALAIRE - FR-ADAIR STEPS: 1. Access: CRM Account creation in CARM and for next steps please check : Guide CRM - demander l'accès and then complete :redirect user to My IT Corner to raise: "Request for a Microsoft Dynamic CRM account" 2. Launch https://hhc-fr.crm12.dynamics.com/ on user`s PC - Login : email adress with @airliquide.com (always!!! even if user has ex: @vitalaire.fr/orkyn.fr replace it with @airliquide.com) Password : password windows LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: BHC - FO - Customer Relationship Management Configuration item: Microsoft Dynamics CRM - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted the user to raise CRM access request via MyITCorner
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: 1) User reported cannot access BAR+ URL with error message Service Unavailable - HTTP Error 503. The service is unavailable. POSSIBLE CAUSES: User is still using the old link to access BAR+ homepage. STEPS: 1) Please be informed as per business request BAR+ team have decommissioned the https://barplus.airliquide.com/ link on 26th May 2023. From now onwards users have to login using the respective country login: COUNTRY URL CHINA https://barplus.airliquidechina.com/china/login TAIWAN https://barplus.airliquide.com/taiwan/login AUSTRALIA https://barplus.airliquide.com/australia/login NEW ZEALAND https://barplus.airliquide.com/newzealand/login SINGAPORE https://barplus.airliquide.com/singapore/login MALAYSIA https://barplus.airliquide.com/malaysia/login THAILAND https://barplus.airliquide.com/thailand/login INDONESIA https://barplus.airliquide.com/indonesia/login VIETNAM https://barplus.airliquide.com/vietnam/login PHILIPPINES https://barplus.airliquide.com/philippines/login JAPAN https://barplus.airliquide.com/japan/login KOREA https://barplus.airliquide.com/southkorea/login INDIA https://barplus.airliquide.com/india/ If issue persist: 1. Clear cache and cookies (Guide: https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop) 2. Try accessing using incognito mode 3. Generate .HAR file (KB0055186) before escalating the ticket LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration Item: Bar+ (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Google Groups - Request for deletion of Kite Group / Shared Mailbox
English
jrose.matutina@as.corp.airliquide.com
108
Vincent CAO
Uncategorized
Published
2025-07-30 6:09:59
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
28
2025-07-18 2:17:30
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance with the deletion of an existing Kite Group / Shared Mailbox. STEPS: 1. Go to CARM 2. Click "Kite Groups & Shared Folders" 3. Click "My Kite Groups" 4. Select a Group and click on the bottom left to request deletion of the selected group (deletion available only for Standard group). Note: If you try to request the deletion of an Organizational/Entity/Location Group, you will get this error messageFor standard group, if you are the Administrator (Manager), the deletion will have to be validated by the owner.If you are the Owner, the deletion will be validated automatically. 5. Shall you encounter any error during the deletion process, please assign the ticket to CARM L2 team. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guided user to modify Kite Group / Shared Mailbox in CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Guided user to modify Kite Group / Shared Mailbox in CARM Assignment group (if not L1): GIO-SEC-CARM-L2
BAR+ - Unable to Find Sales Rep In Sales Rep Popup
English
jrose.matutina@as.corp.airliquide.com
22
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:13:08
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BAR+
NaN
NaN
NaN
15
2025-06-20 3:17:14
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to find Sales Rep in Sales Rep Popup in BAR+ POSSIBLE CAUSES: The sales reps may not be assigned to the logged in user. Note: Advise users submit Manage Gideons authorization Request via MyIT Corner if access needs to be updated/modified (KB0019046). STEPS: 1. Click the AL Security shortcut to launch the application. 2. AL Security Login screen is displayed. 3. The default Application is set as Gideon. 4. Select the Country of the user. 5. The AL Common Security Manager window opens. 6. Click on the Security tab and click Security Manager option. 7. The Security Manager screen is displayed as shown below: 8. Click User. 9. Click the Edit button. 10. Click Sales Reps tab. 11. Check the Sales Reps to be displayed in the Popup. 12. Click icon. 13. The Sales Rep will pop up in the lists as shown below: LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to deactivate a Project? POSSIBLE CAUSES: The user is not having admin rights to the see the Admin menu. The project may not be available in the expense system. STEPS: 1. Login to Expense application. 2. Click Admin and then PROJECTS menu. 3. List of project will be displayed. 4. Use the Search By to find the Project to be deactivated. 5. Click the button to deactivate the Project. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration Item: E-expense APAC - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Oracle Uploaded FB data but not updated in Oracle Report
English
jrose.matutina@as.corp.airliquide.com
109
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-09-29 14:07:30
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
117
2025-05-01 8:33:57
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User reported FB data but not updated in ????????of the Oracle Report BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: Check the Transaction History of the Common Upload Tool to see if you forgot to press the "Process" button. If the status is "Validated", check the line and click "Process". Check if there is an interface error from the "quick invoice". If there is an interface error, check the reason for the error and then upload again. Check if the verification status of the invoice is "validated". If so, you need to re-upload. When re-uploading, contact the Funding Department to have the incorrect data canceled. *You may refer to attached manual or below link for the details. https://docs.google.com/document/d/1oIpi7pNRV20KF1teNl19FqvXI09H-FnfqleLmwqbYpo/edit LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: SD will guide user re-upload the invoice TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: E-Expense Functional Change on 10th March 2025 BEFORE YOU START: This enhancement will improve the attachment process, ensuring a smoother and more efficient expense reporting experience. Currently, the Bills/Attachments upload functionality is only available at the main claim level. With this update, the attachment function will move to the Expense Line level, allowing users to upload supporting documents directly to individual expense entries. STEPS: If the user needs further assistance with the new functionality, please refer them to the below files accordingly: Video tutorial demonstrating the new functionality Google Slide guide outlining the changes and benefits. NOTE: If users experiencing issues using the E-expense system due to a change in functionality, please advice to refresh the E-expense page by following the steps below. Please clear the browsing data and then continue with the below steps: 1. First logout the application.2. Please do a CTRL + F5 (simultaneously).3. Login to Application and check the section to upload attachments. For any inquiries or assistance, please contact apac-enquiry-employee@airliquide.com LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: eApplication - PROD Category: Application Subcategory: Availability and Performance Issue Resolution Notes: SD explain or provide user with the guidance regarding the new functionalities in E-expense TICKET TYPE: Incident ARTICLE TYPE: Process, FCR TEAM: L1
Gideons - Special Price Approval Error in Application
English
jrose.matutina@as.corp.airliquide.com
32
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:05
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
27
2025-06-19 10:00:45
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Special Price Approval Error in Application (Healthcare). STEPS: Press F12 and go to Network tab, Pick the relevant Request and find out the error message. Eg: There is already record for this Primary Key (Primary Key Violation). User may add incorrect data (already exist) and create a request. Here created a Gas price request instead of Rental price Select * FROM dbo.CUST_GAS_PRICE WHERE PROD_NO = 'Enter product No' AND CUST_NO = 'CustomerNo' Note: Rented approvals will be saved in 'dbo.CUST_RENT_PRICE' table LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): - BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: APAC ENTITY: BIS - APAC SYMPTOMS: If user is requesting to onboard a new employee BEFORE YOU START: Check with the user if this is for Permanent or Subcontractor STEPS: For Permanent Employee, please advise user to contact their HR as it needs to be created in WorkdayFor Subcontractor, please advise the user to contact Manager (newly onboarded user's manager) to perform ONBOARDING process in CARM LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: My HR / CARMExplanation: For Permanent Employee > Guidance to contact HR. For Subcontractor > Guidance to submit request in CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - myHR Help & Request / GIO - SEC - CARM Application Provisioning Configuration item: myHR Help-Request - PROD / CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Guided user to contact HR /submit CARM request.
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User not able to write in Traditional Chinese after adding language from setting. POSSIBLE CAUSES: IME package not installed correctly. STEPS: 1. Run the following command as AdminDISM.exe /Online /Add-Capability /CapabilityName:Language.Basic~~~zh-TW~0.0.1.0 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC hostname Category: Devices Subcategory: Operating System Resolution Notes: After run relevant command for IME pack installation, user able to write in traditional chinese. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, cheng-sc, chinese, com, corp, english, ime, jrose, language, language pack, matutina@as, pack, software, traditional, traditional chinese, windows, write, xinying
NaN
KB0019594
Gideons - No menu shown when launching Gideons windows application
English
jrose.matutina@as.corp.airliquide.com
26
Deepak HASANI-SC
Windows - Storage / Performance
Published
2025-07-30 11:34:31
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
19
2025-06-19 8:39:23
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: When launching Gideons windows application, i.e. CMS, CSS or ARS, system prompts the following message: POSSIBLE CAUSES: User is trying to access a window version of Gideons application that has been replaced with the web based version. BEFORE YOU START: Make sure that user has access by checking it via AL Security. STEPS: Check if that particular module, i.e. CMS, CSS or ARS has been released / deployed to the country / entity with the web-based version. When web-based version was deployed, the same module for the windows version will be decommissioned hence all the menus are disabled. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
administrator, airliquide, application, application menu, ars, cms, com, contact, contact administrator, corp, css, deepak, english, gideons, hasani-sc, jrose, launching, matutina@as, menu, menu not set up, menus, no, no menus, not, set, shown, software, up, when, windows
NaN
KB0013066
MS Excel cannot be used because of exceeded memory usage
English
jrose.matutina@as.corp.airliquide.com
383
Maik GERHARDS
Uncategorized
Published
2025-07-30 11:34:26
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
269
2025-07-15 5:20:19
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User gets an error message there is not enough memory or disk when trying to open an excel file although there is a space and memory on the computer, this kind of issue happens when user would like to open an excel file they extracted from an intranet, for example SERVITRAX and the options Protected View in excel is trying to block. French: Memoire insuffisante. Microsoft excel ne peut plus ouvrir ou enregistrer de documents. Pour augmenter la mémoire disponible, fermez les classeurs ou les programmes dont vous n'avez plus besoin. Pour libérer de l'espace du disque sur lequel vous enregistrez, supprimez-en les fichiers dont vous n'avez plus besoin English: Microsoft excel cannot open or save any more documents because there is not enough available memory or disk space. To make more memory available, close workbooks or programs you no longer need. To free disk space, delete the files you no longer need from the disk you are saving to. STEPS: Open Excel normally: File >Options >Trust Center> Trust Center Settings> Protected View Then uncheck the three boxes to disable protected mode (see attached screenshot) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Functional / Technical Issue Resolution notes: Service desk will guide the user to disable protected view. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, available, because, can, can not open excel file as no memory, can not save excel file, com, corp, disk, document, documents, english, enough, enough memory, exceeded, excel, excel no enough available memory, file, gerhards, insufficient, insufficient memory. microsoft excel can no longer open or save documents. excel cannot be used because of exceeded memory usage, jrose, longer, maik, matutina@as, memory, microsoft, ms, ms excel, no, not, not enough disk space for opening excel document, open, opening, save, space, usage, used
NaN
KB0020011
GIDEONS - Unable to create credit adjustment
English
jrose.matutina@as.corp.airliquide.com
23
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:52:40
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
18
2025-06-19 10:04:46
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to create credit adjustment with error message. POSSIBLE CAUSES: 1) This order value exceeds the already ordered value. 2) System Bug BEFORE YOU START: Please make sure to include screenshot of error message, customer No., Product No., DO No. to the ticket before assigning to L1.5 STEPS: 1. Check is the DO invoiced without invoice No in current month. SELECT INVOICE_NO,TYPE_OF_DOC,PO_NO,PROJECT_NO,* FROM DO_HEADER_HISTORY WHERE CUST_NO ='ENC04600' AND INVOICE_NO =' ' AND MONTH_REF='202102' AND DOC_NO='UC4914' SELECT * FROM DO_LINE_HISTORY WHERE DOC_NO='UC4914' If the DO isnt in the history table or both Delivered/Qty of the product is 0, then its not allowed to create credit adjustment. If theres value in the fields of PO_NO or PROJECT_NO for the original DO, then have a check is the value on credit adjustment as same as the original DO. If the credit adjustment cant match the above conditions, it will show as picture 1. Then explain the logic to the user. If it shows an error message as picture 2, then check the next step. 2. Check special price for the customer and product SELECT * FROM CUST_GAS_PRICE WHERE CUST_NO ='ENC046' AND PROD_NO ='6C3301' If the unit price <> 0, total value should not 0, then escalate to L2. If the unit price = 0, invoice wont be generated for the product. Then explain it to the user. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
adjustment, airliquide, apac, ars, com, corp, create, credit, credit adjustment, deepak, english, exceed, gideons, hasani-sc, jrose, matutina@as, no, no records, order, order exceed, product, receivable, records, total, total value, unable, value, value exceed
NaN
KB0055885
Google - Sending mass emails
English
jrose.matutina@as.corp.airliquide.com
43
NaN
Uncategorized
Published
2025-06-02 2:53:27
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
5
2025-05-19 9:54:12
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance on how to send more than 2000 emails/per day (mass mailing) User needs to all multiple users in Google group BEFORE YOU START: The daily quota is 2000 emails/day. You can add external users as Group members. STEPS: -Advise user to use a Google Groups (KB0012032), in which they can add all the recipients that they want to send emails with the same content and the group will be responsible for distributing the emails. -If the information they are going to send to the recipients is the same, they can use a single group and add all the recipients to it. -On the other hand, if they need to send emails with different content depending on the recipient, they can create a group for each theme or email subject and add the recipients to this group.User's guide for Google Group creation in CARM: https://docs.google.com/document/d/1rjxVfK3zWYBdc2qOCg69SNyJbFc27qEv2uDquwH6jcg/edit?tab=t.0#heading=h.uad6nviwxq9jSet user's expectation with Google group limitations or policies of Google Groups: https://support.google.com/a/answer/6099642?hl=en#zippy=%2Cmessage-and-posting-limits%2Cgroup-creation-join-requests-and-invitations%2Cmembership%2Climits-related-to-trial-accounts -To add a large number of people to a group at once, User may submit a request via MyITcorner Bulk add members to a Google group (Internal users) Catalog form link: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=72a87ee54fd616009864ca1f0310c75f&searchTerm=bulk%20addition Note: it can only be use if the manager(s) of the group is the one raising this request and there are 50+ members to add. or Add external members in a Google Group Catalog form link: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=a850007c4fc1bf409864ca1f0310c738&searchTerm=group%20external For other option, you may refer to KB0025900: Kite - Send Email Quota For massive outbound communication like campaign: Airliquide allow the use of Mail jethttps://docs.google.com/presentation/d/1OP_KkNgWvrZhoGi_meNtqpoyO4YE2VJGYUQKLdufUBY/edit?slide=id.g3ccebbb592_0_110#slide=id.g3ccebbb592_0_110 LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARM or MyIT cornerExplanation: Guidance to CARM - Google Groups or MyIT corner Bulk add members to a Google group In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning or GIO - EUS - DWP - MyGoogleSuite Configuration item: CARM IGI - PROD or Google Suite - PROD Category: Application Situation: Support / Assistance Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2
add, add members in google group, airliquide, bulk, bulk add members, bulk email, com, corp, customers, customers in google group, email, emails, english, external, external users, gmail, google, google group, group, group member, guest, jet, jrose, kite, kite group, mail, mail jet, mailing, mailjet, mass, mass mail, mass mailing, mass update, matutina@as, member, members, multiple, multiple email, sending, update, users
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User need assistance related to AnyView IDS/Viewpoint/Cube/Envision access. -Account creation -Modify/update Account -Delete/deactivate access rights -Unlock/Reset account STEPS: Guide user to submit request via myIT corner: https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D46108d8837350340e1a4cea954990eca LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Service Desk will assist the user to submit request via myIT corner TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
GIDEONS - Rental invoice should be daily but system bill as monthly invoice
English
jrose.matutina@as.corp.airliquide.com
58
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-11 13:53:59
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
39
2025-08-11 13:51:10
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported that the rental invoice should be daily but system bill as monthly therefore the billing is wrong. POSSIBLE CAUSES: The rental period was not set correctly before invoice processing. The rental period for the RENT_CAT_ID was entered as Monthly. The reason is because the price was created when the rental invoice frequency for this customer was first set to Monthly and the was updated to Daily after that. STEPS: Advise user to remove this monthly line at the special price setting and add a new one for daily to avoid this from happening in the future. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is reporting an issue on his PDA SAT device PDA SAT: Setting or software issue on the device (date, software update, disconnection Launcher, settings PDA): PRINTER: WIFI connection issue NEW ZEBRA MODEL OLD MODEL OLD PRINTER MODEL NEM PRINTER MODEL BEFORE YOU START: Assignation matrix: https://docs.google.com/spreadsheets/u/1/d/1SwJNcgnsBv7su3h2Ej1_xS2Ub-fnBuqQvGvK2_FDNSc/edit#gid=1073965934 Guide: https://docs.google.com/drawings/d/1Fc75LpqOSWcQoaTsz-Ik2juOTYLg9XyI2vGbqQ6LZBs/edit For any hardware/ material issue pls follow KB0049113 - PDA SAT TC52x - hardware issue Re-enrollment procedure:(Informations d'enrôlement SAT TC52x et connexion), KB0025698 https://docs.google.com/spreadsheets/d/1mtATEBQOAayB9BoXGCjyNrc0exF8_zJ_jiAURACpqxg/edit#gid=0 PDA CN51 SAT - old model- supported via: Formulaire de déclaration problème matériel (not supported by GIO) PDA TC52X SAT - new model PRINTER SAT (label printer ZEBRA) Anciens modèles (QLN220 (mobile) et GK420t (fixe)) (no support anymore in case of broken or replacement)Nouveaux modèles (ZD421t (fixe) et ZQ610 (mobile) STEPS: Troubleshooting 1. For sync issue (eSAT/SATV12/SAT4M3 ) -> pls sync device following Intelligent HUB - Sync device in the WorkSpace Admin Console (GLOBAL) - KB0013849 if KO -> re-enroll the device (go to Workspace one console and "delete the device" and enroll it again according to the user guide) 2. Application is not accessible (not functional issue) or disappeared -> restart the launcher KB0025703 -> reinstall the application from HUB console or ask the user to remove the app from PDA and we reinstall it from the console -> re-enroll the device (go to Workspace one console and "delete the device" and enroll it again according to the user guide) 3. Unable to connect to Wifi -> WIFI dedicted to SAT and HOMES!!!Terminal 2 password: @Ndr0!de -> they will migrate to Terminal 3 4. EM: Action required (error message : action requise sur le compte): Google has recently updated its security policy. So it's only natural that as a Google Account user you should have seen a notification that "action is required on your account". Then simply reconfirm your password. TROUBLESHOOTING FOR PDA: How to remote PDA LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: (if applicable) Category: Devices Subcategory: Connectivity Assignment group (if not L1): L1 / consult with L1.5 before sending to GIO-EUS-GOPS-WORKSPACEONE-L3 or ALEHOS - INFRASTRUCTURE !!!Short description should have the PDA SAT mention! TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: WORKSPACEONE-L3
COUNTRY/REGION:APAC ENTITY:ALL SYMPTOMS: Employee/Approver could not able to see the expenses records. POSSIBLE CAUSES: Employee details not maintained accordingly. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: 1. Login to E-expense portal. 2. Select Admin > Employee 3. Search Employee record. 4. Enter missing employee details. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: E-expense APAC - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
MyHR / Workday - Entity (ServiceNow) and Company (Workday) data discrepancies in myHR
English
jrose.matutina@as.corp.airliquide.com
237
Goksu ISBIR
Uncategorized
Published
2025-09-29 14:53:05
6
GIO Service Desk
NaN
#########
NaN
BCF-MYHR-SUPPORT
NaN
NaN
NaN
59
2025-05-09 9:37:21
#########
NaN
BCF-GHR-MYHR-GROUP-IT
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user contacted to report that there are data discrepancies in myHR between Entity (ServiceNow) and Company (Workday) BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. If the issue is being raised by any other user: User should be guided to open a request in MyHR/Workspace portal STEPS: Create an incident ticket and assign it to BCF-GHR-MYHR-GROUP-IT. LOGGING CATEGORISATION: Business service: BCF-MYHR-SUPPORT Configuration item: myHR - PROD Category: Application Subcategory: Data issue Assignment group (if not L1): BCF-GHR-MYHR-GROUP-IT TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BCF-GHR-MYHR-GROUP-IT
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: End user need assistance to request for EPIC Access *EPIC Coupa access link: https://airliquideasia.coupahost.com/ STEPS: 1: Log in to CARM using the following URL https://carm.apps.airliquide.com/Carm/CarmInit.do and click on Automatic Connexion. Step 2: Click on List access as highlighted below. Step 3: Look for the tab for EPIC Coupa to check whether you already have an EPIC Coupa user account and view your existing assigned roles. Go to step (5) if you are an existing user who is requesting for additional EPIC Coupa responsibilities. Step 4: For those who are not existing users and is requesting for new user account creation for the first time, select Request New Access and search for EPIC Coupa in the list of applications and services. Step 5: For Country selection - click on the dropdown list arrow and select the country. Make sure that you click on the + sign after this, so that the system displays the next box for selection of Company / Entity. Step 6: For entity or company selection, use the dropdown arrow to select company, then click the + sign. The display box will show all the roles and you can check the ones that you require access. This is for requests for a single entity under a country. Special Note : if you are selecting more than 1 role, the system will validate to ensure that the roles are not having SOD (Segregation of Duty) conflict. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to goFor which topic: CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request in CARM TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Gideons - Unable to find Customers in Gideons Lite
English
jrose.matutina@as.corp.airliquide.com
87
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:02
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
61
2025-05-01 9:52:20
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to find Customers in Gideons Lite (Weichi) POSSIBLE CAUSES: 1. Company is not marked for Weichi. 2. Location of the customer is not marked for Weichi. 3. User does not have access to the company or location of the company. STEPS: 1. Check the report viewer properly installed or not. 1. Check the Customer status if it is Dormant or not using CMS Web - Delivery Point (Screenshot-1 -> Screenshot-2) - Launch CMS and select Customer menu and select Customer List - Search for the customer and navigate to Delivery Point selection. - Check the active / inactive status. 2. Check the Customer's Company Location. Customer Location ID is shown next to the Delivery Point number as shown on above screenshot. 3. Based on Step 2 findings, check whether the Company and Location have been flagged for Weichi - Gideons Lite or not (PARENT_LOCATION_ID = 'W') - Run following Query in Lite DB for Company Check Weichi: SELECT ATTRIBUTE_1,* FROM COMPANY WHERE COMPANY_ID = If "ATTRIBUTE_1 = 'W'" then only the entity is marked as Weichi. - Run following Query in Lite DB for Location (BU) Check Weichi: SELECT PARENT_LOCATION_ID,* FROM LOCATION WHERE LOCATION_ID = If "PARENT_LOCATION_ID = 'W'" then only the Location (BU) is marked as Weichi. 4. If Company or Location of Customer not marked for Weichi, then raise a service request for data update. 5. Check whether Users have access to the Company and Location of the Customer. This can be done in 2 ways: - From Gideons Lite dashboard, ask user to click on his or her user profile icon . - Launch AL Security and navigate to Users menu as illustrated below. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONSConfiguration item: GIDEONS - PRODCategory: ApplicationSubcategory: Bug / Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Google Groups - viewing the members of a Kite Group
English
jrose.matutina@as.corp.airliquide.com
44
Vincent CAO
Uncategorized
Published
2025-07-30 6:09:59
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
7
2025-07-18 2:05:39
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance with viewing members of a Kite Group / Shared Mailbox. BEFORE YOU START: The Owner of a resource (folder or group) is responsible for managing the access rights to the resource. The Owner can designate an administrator to manage the access rights on his behalf. When a user requests access to a folder, an e-mail is automatically generated and sent to the administrator(s). If the request is not processed within 5 days, the request is escalated and an email is sent to the Owner. If the Owner does not process the request either, the request is canceled and the user need to be submitted again. The Owner and the Administrators can grant or withdraw access at will without being requested The PDF file is available for download click HERE. You can send the file to the user. STEPS: 1. Go to CARM 2. Click "Kite Groups & Shared Folders" 3. Click "My Kite Groups" 4. By clicking a group you can view its members LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with viewing the members of the required Kite Group.
Gideons - Exported ECOA CheckList is missing certificate information
English
jrose.matutina@as.corp.airliquide.com
18
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:10
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
10
2025-07-18 1:19:17
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Exported ECOA CheckList is missing certificate information. STEPS: 1. The user should use the latest batch number to create COA. 2. If there are additional batches uploaded after the COA creation, it should be achieved. 3. Upload Date is a key field to identify which is the latest batch in the system. 4. Upload Date highlighted on screen can be referred to in DB Column. Table Name.Column Name -> SUPPLIER_COA_STAGING.LAST_UPDATED_DATE LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
myGAS - User facing issue while login myGAS internal site
English
jrose.matutina@as.corp.airliquide.com
180
Mayur LOHAR-SC
Uncategorized
Published
2025-09-29 14:53:37
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - myGas
NaN
NaN
NaN
70
2025-05-09 9:29:25
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Issue: User facing issue while login to internal site. It shows validation as invalid User name or Password. STEPS: 1. Check the validation screenshot provided by the user, where User Name is displaying after 'Welcome ' string. 2. That is Users Windows User Id. 3. Check the CPS.User_Login table, check the USERID column for the user. 4. Windows User Id should be matched with USERID column in this table. 5. As per logic, for Internal site, Windows credentials are passed for validation. 6. Update USERID column value with Windows User ID. 7. Now issue will get resolved. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Configuration item: eApplication - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
BLAC - Uploading TDM data from the external text file
English
jrose.matutina@as.corp.airliquide.com
20
Deepak HASANI-SC
Uncategorized
Published
2025-07-29 18:26:39
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
11
2025-06-19 8:44:10
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Uploading TDM data from the external text file. STEPS: 1. Upload the text file on SIT database on a temporary table2. Take the TDM record count from the temp table and note down for referenceSql scripts: SELECT COUNT(1)FROM dbo.TDM_20190319_174047; 3. Add additional below columns in the temp TDM tableSql Sql scripts:ALTER TABLE [dbo].TDM_20190319_174047 ADD D_DISTANCE FLOAT;ALTER TABLE [dbo].TDM_20190319_174047 ADD T_TIME FLOAT;ALTER TABLE [dbo].TDM_20190319_174047 ADD T_FLAG FLOAT;4. Fill the newly inserted columns with below updateSql scripts: UPDATE [dbo].TDM_20190319_174047SET t_flag = CASE FLAGWHEN 'True' THEN1ELSE0END;UPDATE [dbo].TDM_20190319_174047SET D_DISTANCE = CASE t_FLAGWHEN 1 THENCF_DISTANCEELSEDISTANCEEND,T_TIME = CASE t_FLAGWHEN 1 THENCF_TIMEELSE[TIME]END; 5. Drop TDM temp table all unwanted columnsSql scripts: ALTER TABLE [dbo].TDM_20190319_174047DROP COLUMN [CUST_NO_FROM],[CUST_NO_TO],[DISTANCE],[TIME],[DIST_CF_DIST],[CF_DISTANCE],[CF_TIME],[FLAG],t_flag; 6. Keep the TDM temp table columns same as original BLAC TDM table columnsTDM table structureSPEED_IDLOCATION_ID_STARTLOCATION_ID_ENDD_DISTANCET_TIME 7. Upload the SIT temp TDM table to Live DB temp tableSql scripts:SELECT *INTO TDM_TEMP_01FROM [AS-ASC-GIDSIT].ALJAPAN.[dbo].TDM_20190319_1740478. Check existing TDM data in the BLAC TDM table from the temp TDM tableSql scripts:SELECT COUNT(TT.SPEED_ID)FROM dbo.TDM_TEMP_01 TTINNER JOIN [BLAC].[DISTANCE_MATRIX] TMON TM.SPEED_ID = TT.SPEED_IDAND TM.LOCATION_ID_START = TT.LOCATION_ID_STARTAND TM.LOCATION_ID_END = TT.LOCATION_ID_END; 9. Upload temp TDM data to second TDM temp tableSql scripts: SELECT TT.*INTO TDM_TEMP_NEW_01FROM dbo.TDM_TEMP_01 TTLEFT JOIN [BLAC].[DISTANCE_MATRIX] TMON TM.SPEED_ID = TT.SPEED_IDAND TM.LOCATION_ID_START = TT.LOCATION_ID_STARTAND TM.LOCATION_ID_END = TT.LOCATION_ID_ENDWHERE TM.SPEED_ID IS NULL; 10. Check duplicate data in the second TDM temp tableSql scripts: --- check duplicateSELECT SPEED_ID, LOCATION_ID_START,LOCATION_ID_END, COUNT(*) CNFROM dbo.TDM_TEMP_NEW_01GROUP BY SPEED_ID, LOCATION_ID_START,LOCATION_ID_ENDHAVING COUNT(*) > 1Delete if found any duplicate data in the temp table 11. Upload to BLAC original TDM matrix tableSql scripts:INSERT INTO BLAC.DISTANCE_MATRIX(SPEED_ID,LOCATION_ID_START,LOCATION_ID_END,DISTANCE,TRAVELING_TIME)SELECT SPEED_ID,LOCATION_ID_START,LOCATION_ID_END,D_DISTANCE,T_TIMEFROM dbo.TDM_TEMP_NEW_01; LOGGING CATEGORISATION: Business service: BAP - HUB BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: SINGAPORE ENTITY: BIS APAC SYMPTOMS: If user calls regarding called regarding ESS issue specifically for Unit4 website BEFORE YOU START: Please check the link that the user is accessing. STEPS: Please advise the user to inform their HR to contact the vendor. LOGGING CATEGORISATION: Request to be used: Show where to go Request details: For which Topic: MyHRExplanation: Guidance to contact HR to inform the vendor In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: SD will guide user to contact HR to inform the vendor
GIDEONS - Product is not valid for this customer while creating PO
English
jrose.matutina@as.corp.airliquide.com
88
Julia RAMLAN-SC
Uncategorized
Published
2025-07-30 5:52:40
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
64
2025-05-01 10:09:00
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Shows error message Product is not valid for this customer while selecting Product 3Y2501 to create a PO for customer TJC05900 POSSIBLE CAUSES: The customer is bulk or pipeline customer. BEFORE YOU START: Please make sure to include Cust_NO, Prod_No, screenshot to the ticket before assigning to L1.5. STEPS: 1. Check if its a bulk or pipeline customer SELECT * FROM BLAC.DELIVERYPOINT WHERE CUST_NO='TJC05900' SELECT * FROM BULK_INSTALLATION WHERE CUST_NO='TJC05900' SELECT * FROM PIPELINE_INSTALLATION WHERE CUST_NO='TJC05900' System validates if the customer is bulk or pipeline customer and, if not, system allows to create the purchase order with any product. If the record exists, the system validates the product with the bulk/pipeline product highlighted below, if the product does not match the system throws the validation saying this is not matched. So if theres any record in BULK_INSTALLATION or PIPELINE_INSTALLATION table, then the products can be created PO should be in the list of the above tables. 2. Explain it to the user, and guide the user to update the product or create another DP customer. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to remove the Inactive Sales Rep in BAR+ STEPS: 1. Click the AL Security shortcut to launch the application. 2. AL Security Login screen is displayed. 3. The default Application is set as Gideon. 4. Select the Country of the user. 5. The AL Common Security Manager window opens. 6. Click on the Security tab and click Security Manager option. 7. The Security Manager screen is displayed as shown below: 8. Click User. 9. Click the Edit button. 10. Modify User Status as Inactive. 11. Click Sales Rep tab and uncheck to remove the Sales Rep association. 12. Click icon. LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration Item: Bar+ (APAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to update account status in AL Security TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
CONCUR - SSO connection issue after troubleshooting
English
jrose.matutina@as.corp.airliquide.com
588
Pierre GAC
Uncategorized
Published
2025-06-19 7:13:21
4
GIO Service Desk
NaN
#########
NaN
Travel expense management
NaN
NaN
NaN
102
2025-06-19 7:10:00
#########
NaN
BEU-FICO-IM-EL-MEDGAS
COUNTRY/REGION:EU ENTITY:ALL (except E&C) SYMPTOMS: User not able to access the Concur page with SSO even with the correct URL. BEFORE YOU START: Make sure to follow the steps on KB0011389 STEPS: - Create incident. - Assign the ticket to BEU-FICO-IM-EL-MEDGAS LOGGING CATEGORISATION: Ticket template to be used: 0_EU [CONCUR E-EXPENSE - Login with SSO Business service: Travel expense management Configuration item: E-Expense Concur SaaS - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BEU-FICO-IM-EL-MEDGAS TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
account, after, airliquide, com, concur, concur account creation in my it corner, concur account issue, concur login, concur login issue, connection, corner, corp, correct, creation, english, gac, jrose, login, matutina@as, my, no, no concur account, not, not correct concur account, pierre, sso, sso connection issue of concur, sso issue, troubleshooting, wifi
NaN
KB0054621
Power BI - Request to refresh SVA / SHIFT / DataCube
English
jrose.matutina@as.corp.airliquide.com
109
NaN
Uncategorized
Published
2025-09-29 13:55:38
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BI
NaN
NaN
NaN
23
2025-09-19 6:35:12
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:All SYMPTOMS: Refresh SVA RF and SHIFT reporting RF data Cube as they don't show correct data STEPS: Guided user to raise a request via MyIT Corner: Request New Configuration to be added into SHIFT Link: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=b592c503db7ba550f1ad466215961930&searchTerm=Request%20New%20Configuration%20to%20be%20added%20into%20SHIFT **For issue related to this, you may refer to KB0019553 (Power BI Application Issues) or KB0020558 (SHIFT Application Request/Issues). LOGGING CATEGORISATION: Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via MyIT Corner TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
airliquide, bi, com, configuration, corp, cube, data, data refresh, datacube, english, jrose, matutina@as, new, new configuration, power, refresh, request, shift, sva
NaN
KB0032202
MyGas - How to request for Access
English
jrose.matutina@as.corp.airliquide.com
138
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-19 7:15:02
4
GIO Service Desk
NaN
#########
2.00
GIO - EUS - Service Desk
NaN
NaN
NaN
41
2025-09-19 7:06:13
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS If user would like to access MyGas Website: http://as-gidps-all/MyGas/ STEPS: Kindly advise user to contact the country admin.If the user does not know who their country admin is, please confirm with L1.5 App Team.L1.5 App Team will run this query in MyGAS server to get the country admin details:SELECT B.EMAIL_ADDRESS AS CREATED_BY_COUNTRY_ADMIN,* FROM [CPS].[USER_LOGIN] AINNER JOIN [CPS].[USER_LOGIN] B ON A.CREATED_USERID = B.LOGIN_IDWHERE A.DEFAULT_COUNTRY_ID = '11' --> change the country ID accordinglyAND A.USER_TYPE = '1'ORDER BY A.CREATED_DATE DESC --SELECT * FROM CPS.COUNTRY --> Check the country ID LOGGING CATEGORISATION: Request to be used: Show where to goFor which topic: IT manager or related line In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: SD advice the user to contact country admin for MyGAS access TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1.5 Apps
access, airliquide, com, corp, english, gas, how, how tom mygas portal, jrose, matutina-sc, matutina@as, my, my gas, mygas, portal, request, rose, tom
NaN
KB0054523
Gideons - To add items in the Forwarder List
English
jrose.matutina@as.corp.airliquide.com
10
NaN
Uncategorized
Published
2025-08-11 13:46:08
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
2
2025-08-11 13:42:30
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User request to add items in the Forwarder List in Gideons POSSIBLE CAUSES: The requested Forwarder Item not available BEFORE YOU START: Check for access Gideons > Configurations > Forwarder Supervision STEPS: Check if the requested Forwarder Code available or not, search for the Forwarder Code. If not, select Create Forwarder to create a new Forwarder Code. If yes, select Modify Forwarder. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Handling Unsupported Application Associated with the ALAM Entity
English
jrose.matutina@as.corp.airliquide.com
1455
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-29 14:33:46
7
GIO Service Desk
NaN
#########
NaN
ALAM Applications
NaN
NaN
NaN
1813
2025-07-30 9:32:24
#########
NaN
BAM-INFRA-L2-ALAM
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: The article provides guidance on how to handle unsupported applications for the ALAM entity. E.g., SAP; Concur; NWA, etc.) BEFORE YOU START: Since the applications are related to ALAM process, most of the affected user are typically from the ALAM entity. However, it is still possible that some users outside the ALAM entity may have access to application relate to ALAM process. For example, SAP Concur. URL: https://www.concursolutions.com/nui/signin Kindly review the user's Okta login activity to determine whether the users are accessing the SAP Concur instance managed by ALAM or one managed by a different entity. STEPS: 1. Verify user entity if the user is in ALAM/ALMIST or others. 2. Verify if user is accessing SAP Concur for ALAM or different SAP Concur by checking Okta's log activity LOGGING CATEGORISATION: Business service: Please use relevant Business Service , based on users issue Configuration item: Please use relevant Application environment, based on user's issue (e.g. SAP; Concur; NWA, etc.) Category: ApplicationSubcategory: Based on the issue Assignment group (if not L1): ALAM-IT-INF-APAC TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: ALAM-IT-INF-APAC
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Invoice Line has zero price. STEPS: 1. Check how much quantity the customer has bought so far on the given month using the following query SELECT SD.MTD_DELIV FROM DBO.SALES_DETL SD WHERE SD.CUST_NO='' AND SD.PROD_NO='' AND SD.MONTH_REF='' 2. Check what Range block the quantity invoiced is falling. 3. In the Special Price Maintenance screen, check if the block pricing is given on all the blocks of the Range assigned. If any block is set as 0 and Range falls on that block, the invoice line will have 0 price 4. Run the following query to check which block is used. SELECT ILE.PRICE_BLOCK FROM INVOICE_LINE_EXT ILE WHERE ILE.INVOICE_NO=''SELECT ILE.PRICE_BLOCK FROM INVOICE_LINE_EXT ILE WHERE ILE.INVOICE_NO='' LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug/Defect [Incident] Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 apps
0, airliquide, com, corp, deepak, english, gideons, has, hasani-sc, invoice, invoice line, jrose, line, matutina@as, price, special, special price, zero
NaN
KB0013344
SAP iAladin MPA 23 - Functional Issue / issue with transaction
English
jrose.matutina@as.corp.airliquide.com
132
Adrienn KISS-SC
Uncategorized
Published
2025-09-29 13:00:47
5
GIO Service Desk
NaN
#########
NaN
Procure to Receipt
NaN
NaN
NaN
124
2025-06-20 3:34:32
#########
NaN
BEU-CYL-CADEX-L2/L3
COUNTRY/REGION:Czech republic, Slovakia, Turkey, Austria, Poland ENTITY:BIS E&C SYMPTOMS: User has a functional Issue in SAP iAladin MPA 23, not able to change manually the sap printer for ialadin, issue with transaction in iAladin. For example: Transaction ZMON in SAP booking of PO 4218146342 is not possible nothing happen after user clicks on icon Book" they need to proceed the PO. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Applicable for specific entities who use SAP iAladin MPA 23 (Czech republic, Slovakia, Turkey, Austria, Poland E&C) STEPS: Create a ticket and assign it to BEU-CYL-CADEX-L2/L3. If SAP logon page does not load or gives a java error, please follow KB0011822. LOGGING CATEGORISATION: Business service: Procure to Receipt Configuration item: SAP IALADIN - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BEU-CYL-CADEX-L2/L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
23, 4218146342, adrienn, after, airliquide, book, booking, clicks, com, corp, english, functional, happen, ialadin, icon, issue, jrose, kiss-sc, matutina@as, mpa, not, nothing, po, possible, proceed, sap, software, they, transaction, transaction issue in ialadin sap, transaction zmon in sap booking of po 4218146342 is not possible nothing happen after user clicks on icon book" they need to proceed the po functional issue in sap ialadin mpa, zmon
NaN
KB0043393
ShareHolder Portal - Access Request/Issue
English
jrose.matutina@as.corp.airliquide.com
76
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-29 19:59:35
26
myITcorner
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
5
2023-12-21 1:32:41
#########
NaN
GIO-PCI-ITSM-Global Process Manager
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Request for ShareHolder Portal Access ShareHolder Portal Password reset/Invalid password error Unable to access the website URL: https://www.actionairliquide.com/authv2/login.input.action?request_locale=en STEPS: Advise user to contact the ShareHolder Support via this link: https://www.airliquide.com/investors/individual-shareholders/help LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Situation: How-To/Question Resolution Notes: Guide user to contact the ShareHolder Support TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
EPIC - What data source of Project Cost populated from Oracle to EPIC
English
jrose.matutina@as.corp.airliquide.com
191
Srichandra R-SC
Uncategorized
Published
2025-08-12 4:50:12
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
131
2025-08-12 4:45:47
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: What data source of Project Cost populated from Oracle to EPIC? Sometime users see different amount in two interfaces Remaining budget reflected in Coupa does not match Mismatch Remaining budget vs actual remaining amount Unable to proceed with PR creation due to interface issue / discrepancy STEPS: The total cost will be interfaced to EPIC i.e, Actual Cost + Committed cost for the project.Remaining budget in EPIC = Project Budget - (Actual + Committed Cost). LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-APP-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, amount, budget, com, committed, committed cost, corp, cost, creation, data, discrepancy, english, epic, jrose, matutina@as, mismatch, oracle, po, po discrepancy, po mismatch, po unmatch, populated, pr, pr creation, project, project cost, r-sc, remaining, remaining budget, source, srichandra, unmatch, what, what data source of project cost populated from oracle to epic?
NaN
KB0048730
TCS Cloud Services - Management of Linux Based Systems
English
jrose.matutina@as.corp.airliquide.com
138
Bob MOORE-SC
Uncategorized
Published
2025-06-19 8:19:02
4
GIO Service Desk
NaN
#########
NaN
GIO-CS-AMER-IaaS Linux VM Private Managed
NaN
NaN
NaN
62
2025-06-19 8:15:28
#########
NaN
GIO-CS-AMER-UNIX-L2
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article aims to describe how to proceed if an end-user requeires support, management, build/decommission and reporting of Linux, AIX and Oracle Linux systems under TCS contract. STEPS: If an end-user requeires support, management, build/decommission and reporting of Linux, AIX and Oracle Linux systems under TCS contract, gather as much information from the user as possible, open a ticket based on below categorization and assign it to the indicated Assignment Group. LOGGING CATEGORISATION: Business service: GIO-CS-AMER-IaaS Linux VM Private / GIO-CS-AMER-IaaS Unix Physical Managed Category: Application Subcategory: choose accordingly Situation: Bug/Defect [Incident] Assignment group: GIO-CS-AMER-UNIX-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
Gideons - Unable to send e-invoice to customer service
English
jrose.matutina@as.corp.airliquide.com
26
J'Rose MATUTINA-SC
Uncategorized
Published
2025-08-11 13:03:15
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
11
2025-08-11 12:45:25
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is unable to send e-invoice to the customers. BEFORE YOU START: Check if the user already has access to Gideons Scheduler Service in AL Security, if no access guide user to submit request via myIT corner. Please refer to KB0019046 (Manage Gideons Authorization Request).Make user that user is accessing the correct Gideons URL STEPS: Guide the user to clear cache and cookies (Guide: https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop)Try accessing using incognito mode or another browserClose and re-open the link.Generate .HAR file (KB0055186) before escalating the ticket LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: SD will guide user to clear the browser if the changes are not reflected. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Cannot login and there is no permission POSSIBLE CAUSES: 1. User is not created. 2. User is not active STEPS: 1.Make sure the user is created. 2.Make sure the user is active. Use the following query: SELECT ACTIVE_STATUS ,* FROM [dbo].[CA_USERS] WHERE USERID = '#USERID#' LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - eAline Configuration Item: eApplication - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, aline, cannot login, com, corp, deepak, ealine, eapps, english, hasani-sc, jrose, login, matutina@as, no, no permission, permission, there
NaN
KB0020847
Gideons - How to install Gideons application
English
jrose.matutina@as.corp.airliquide.com
39
Changhou LOW-SC
Uncategorized
Published
2025-08-11 12:32:50
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
13
2025-08-11 12:32:21
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: User request to install Gideons application; or User report an error with Gideons application and need to be reinstalled. STEPS: 1. At Quick Access enter path: \\cn-altj-fs01\ALTJ-Dept_Pub\IT\software\Gideons_10\?? 2. Please follow below order to proceed installation with admin credential, from GideonsNet-All Clients_CHN_LIVE_10.7.3.0017_Consolidated to GideonsNet-All Clients_CHN_LIVE_10.8.0.0001 3. After installing the main program, install the plug-in (the plug-in is only necessary for the first installation), the plug-in installation sequence is always: 1-2-3-4-5. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance issue Resolution Notes: Service desk assisted user to install the Gideons report application TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS Windows ADM account - cannot perform self password reset
English
jrose.matutina@as.corp.airliquide.com
1109
Mehdi GASMI
Windows - Storage / Performance
Published
2025-09-11 9:59:27
4
GIO Service Desk
NaN
#########
5.00
GIO - SEC - OKTA
NaN
NaN
NaN
854
2025-09-11 9:35:49
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to synch a new password for his/her ADM Windows account. BEFORE YOU START: ALWAYS AUTHENTICATE USERS FOR ANY PASSWORD RESET Password Reset Authentication Process (GLOBAL) Inform user that the password is temporary and will be prompted to change on next logon User may perform this action in some RDP's that allows it or in an Air Liquide computer connected to the AL network (LAN, Wi-Fi, VPN) STEPS: If the user is unable to reset the password, please reset password through IBM/TIVOLI KB0011504 If you are unable to reset user's ADM Windows password due to SD has no access rights on user's entity, kindly follow KB0041820 Afterwards: Connect computer to the AL network, if still not.Guide user to Start Menu > User > Switch User (DO NOT SIGN OUT AS THIS WILL CLOSE THE ENTIRE SESSION AND DISCONNECT USER FROM THE NETWORK).Ask user to login with the ADM credentials, this will allow them to change password at next logon. **If unable to perform such action or change password at next logon, route INC ticket to GIO-SEC-CARM-L2 **For COE users (No AL Laptop and cannot access CARM) refer to KB0056527 LOGGING CATEGORISATION: Request to be used: Password Reset Request details: Which Password: ADM WindowsReason: User is not able to log in using his/her ADM credentials. -o-Resolution Notes for Cattask: Reset user's ADM Windows password via Tivoli. Afterwards, the user was able to login to his ADM Windows session. For Incident: Business service: GIO - SEC - OKTA Category: Application Subcategory: Account and Password Assignment group: GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
SmartPlant on Citrix - how to make a request for access
English
jrose.matutina@as.corp.airliquide.com
72
Pawel TYBURSKI-SC
Uncategorized
Published
2025-07-29 20:16:27
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
14
2025-06-19 9:05:30
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User is calling or opening a ticket to ServiceDesk for accessing SmartPlant 3D/ SP3D Citrix Desktop. BEFORE YOU START: Please be informed that there are currently 3 language defined versions of SP3D available to end users: Citrix SmartPlant 3D (E&C) - main catalog item for a general use. Contains the English version of SP3D. Most of the users will need this request. The request also contains a drop down list with a list of Business Partners. This needs to be filled in (even for internal employees)Citrix SmartPlant 3D (Chinese Language) (E&C) -> contains sp3d with Chinese language.Citrix SmartPlant 3D (Russian Language) Version 2019 (E&C) -> contains sp3d with Russian language, version 2019. STEPS: Redirect user to open a specific request for access in My IT Corner. Path: myITCorner Catalog > Applications > Engineering & Construction > Sort A-Z -> Choose Citrix Smart 3D (English Language) (E&C), Citrix Smart 3D (Russian Language) (E&C) or Citrix Smart 3D (Chinese Language) (E&C) based on the user need. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceTopic: Finding Catalog ItemReason: Request opened in MyIT corner and sent for approval. -o- Resolution Notes for Cattask: Request opened in MyIT corner and sent for approval. In case of blank ESS Incident submitted by the user: Ticket template to be used: GLOBAL - My It Corner - Request Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Situation: Support / Assistance
GIDEONS - Delivery product or trip charge product didn't display in DO line
English
jrose.matutina@as.corp.airliquide.com
85
Julia RAMLAN-SC
Uncategorized
Published
2025-07-30 5:52:40
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
62
2025-05-02 3:40:49
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Delivery product or trip charge product didn't display in DO line POSSIBLE CAUSES: 1) DELIVERY CHARGE isnt maintained correctly. 2) TRIP CHARGE isnt maintained correctly. BEFORE YOU START: Please make sure to include DOC_NO, PROD_NO to the ticket before assigning to L1.5 STEPS: 1. Case 1 (picture 1): If the DEL_CHGE_IND on DO is P - Product, check DEL_CAT_ID of the Product SELECT DEL_CAT_ID,* FROM PRODUCT WHERE PROD_NO IN('HC2021') 2. Check if the delivery price of DEL_CAT_ID is maintained. SELECT DEFAULT_ZONE_ID,* FROM DELIVERY_CATEGORY WHERE DEL_CAT_ID='DY03' SELECT * FROM CUST_DEL_PRICE WHERE DEL_CAT_ID='DY03'AND CUST_NO='FIC087' 3. If delivery fee of DY03 isnt maintained, DELIVERY CHARGE(highlighted on picture 1) on DO will pick up national price or price list price. However, delivery products wont be added to DO Line as per system logic. 4. If you need to check the national price or price list price, below tables for reference. SELECT PRICE_LIST_ID,* FROM PARENT_CUSTOMER WHERE CUST_NO='FIC087' SELECT * FROM NATIONAL_PRICE_LIST WHERE PROD_NO='DCZ12S' SELECT * FROM PRICE_LIST_PRICE WHERE PRICE_LIST_ID='PLRMB' AND PROD_NO='DCZ00S' 5. Explain it to the user and suggest him to add delivery fee of DY03 for the customer. 6. Case 2 (picture 2): If the DEL_CHGE_IND on DO is T - Trip, check PROD_TYPE of the product SELECT PROD_TYPE,* FROM PRODUCT WHERE PROD_NO IN('HB002V') 7. Check if the trip charge of product type OX is maintanenced. SELECT * FROM TRIP_DEL_CHARGE WHERE CUST_NO='HOC874' AND PROD_TYPE='OX' 8. If TRIP CHARGE for related product type isnt maintained, then trip charge product wont be brought to DO line. Suggest the user to add a trip charge price for a related product type. NOTE: If DEL_CHGE_IND on DO is T - Trip but no trip charge product in DO line, once the del_date of DO is modified after saving DO, DEL_CHGE_IND on DO will be updated to P - Product automatically, which may cause invoice total to differ with what the user expect. LOGGING CATEGORISATION: Business service : BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Oracle Crystal Report Japan Issue - Timeout error, Disk Full, Error Detected by Export DLL
English
jrose.matutina@as.corp.airliquide.com
74
Muhdnursafwan SALEHUDIN-SC
Windows - Storage / Performance
Published
2025-09-29 14:08:25
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
15
2025-05-01 9:15:30
#########
NaN
BAP-COE-ORA-L2
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: User received timed out error when try to generate report using Oracle Report. Ticket reference: INC1582108 POSSIBLE CAUSES: Configuration file issue STEPS: Download the file ALReports.WinUI.exe.config2. Make a backup of the current / existing config file from user's computer3. Copy the downloaded file and replace the file in C:\ReportClient_oracle folder LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-HUB-Technical Delivery Resolution Notes: Replace the configuration file TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1; BAP-HUB-Technical Delivery
airliquide, com, corp, crystal, crystal report, detected, disk, disk full, dll, english, error detected by export dll, export, full, japan, jrose, matutina@as, muhdnursafwan, oracle, oracle report, oracle report japan, out, report, salehudin-sc, time, time out, timed, timed out, timeout
NaN
KB0019530
Gideons ARS Web Tips for Helpdesk
English
jrose.matutina@as.corp.airliquide.com
33
J'Rose MATUTINA-SC
Uncategorized
Published
2025-08-11 13:29:25
4
GIO Service Desk
NaN
#########
4.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
28
2025-08-11 13:22:12
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User calls regarding ARS issue, please follow the below steps. BEFORE YOU START: Please get the exact error message that the user is getting. STEPS: GIDEONS Service Release Information Release Type: Enhancements and Bug Fixes ARS WEB Release Version: 14.1.0.047 CSS WEB Release version: 13.3.1.003 CMS WEB Released version: 12.6.10.5 Location: China Release date:2021-01-18 Why GIDEONS ARS cannot be opened normally？ Error message: Reason: ARS Window already upgraded to web version. Solution: Please open according to below link: http://gideons.apps.airliquide.com/GideonsWeb/Index Why cannot print reports through CSS window, CMS window or ARS window? Report menu is disabled. Error message: Reason: Report module has already moved to ARS WEB. Solution: Please go to ARS WEB to print reports. Note: Please be advised that only ALGEM and Japan are using the Gideons Windows Client App. Other entities are using the CSS Web. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
VMware Player - VMware Workstation cannot be run after disabling Device/Credential Guard.
English
jrose.matutina@as.corp.airliquide.com
54
Maik GERHARDS
Uncategorized
Published
2025-07-18 2:34:33
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
9
2025-07-18 2:30:31
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: VMware Workstation can be run after disabling Device/Credential Guard. Blue Screen of Death: Your PC ran into a problem and needs to restart. (This error will appear from the virtual machine) POSSIBLE CAUSES: Device Guard or Credential Guard are not compatible with the virtual machine. See the list of virtual machines on the following image. STEPS: Disable Device or Credential Guard and setup the configuration file. What is Device/Credential Guard? A group of key features, a Hyper-V based Virtual Machine/Virtual Secure Mode, designed to harden a computer system against malware. Its focus is preventing malicious code from running and also minimizing the impact that malicious code thats already running has on the system. Its worth noting here that these are enterprise features, and as such are included only in the Windows Enterprise client. Should I really disable it? Yes, unfortunately, this feature disabled hardware virtualization in the Windows OS, preventing apps such as VMware Workstation, VirtualBox, and Intel HAXM from functioning. This is the current solution we are implementing to enable users to have access to required apps inside an Air Liquide virtual machine. PROCESS: VMware Player version 12.5 or higher has to be downloaded and installed. Go to Control panel > Programs Turn off Hyper-V in the list of enabled Windows features.It will ask for a restart, dont restart yet. Run gpedit.msc (Group Policy Editor)Go to Local Computer Policy > Computer Configuration > Administrative Templates > System > Device Guard > Turn on Virtualization Based Security Select Disabled. Reboot.Start VMware player.Run the existing AL configuration file (the user can tell you where it is, otherwise it is usually saved under My Docs, VM subfolder).Accept all defaults/prompts. On the first prompt select that the virtual machine was copied.Let it download and install configuration on first run. The VM desktop should be opened with all apps the user needs. If unable to remote into the users computer or fix the issue, assign the ticket to the appropriate Field IT. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration Item: Hostname Category: Application Subcategory: Availability / Performance issue Assignment group: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 --> onsite TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
10, after, airliquide, blue, blue screen, blue screen of death, com, corp, credential, credential guard, death, device, disabling, english, error when opening vmx files on windows 10 w10 workstation issue incident, files, gerhards, guard, hardware, incident, jrose, maik, matutina@as, opening, player, run, screen, software, vmware, vmware player, vmx, w10, when, windows, workstation
NaN
KB0017604
Gideons - ProjectAL Access
English
jrose.matutina@as.corp.airliquide.com
21
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:04
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
2
2025-06-20 6:41:58
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Cannot see admin icon in Project AL. POSSIBLE CAUSES: User is not assigned with the PROJECTAL ADMIN access Note: If user need an access (use KB0019046), please guide user to submit request from myITCorner Catalog > Applications > Business Application > GIDEONS > Gideons Account/Permission Request Request link: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=9a60c9a50f51cb00aca9c9cce1050ec0&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 STEPS: 1. Go to AL Security 2. Select user 3. Check if the user is assign to PROJECTAL ADMIN group. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
GIDEONS - OSS - Can only find delivery point but unable to find parent and account customer
English
jrose.matutina@as.corp.airliquide.com
49
Julia RAMLAN-SC
Uncategorized
Published
2025-08-11 14:01:43
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
28
2025-08-11 13:58:19
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported that in OSS they can only find delivery point customer but unable to find parent and account customer. POSSIBLE CAUSES: User access level is Sales Rep/Sales Manager and has no access to account and parent customer's location ID, company ID and rep ID. Note: To modify AL Security, user must submit a catalog request first. Please refer to KB0019046 (Manage Gideons Authorization Request). STEPS: 1) Please check user access level. If user access level is Sales Manager/Sales Rep, the visibility is restricted. 2. Check the customer's location, company ID and rep ID at both parent customer and account customer masterfile 3. Ensure that user has the access to customer's location ID, company ID and rep ID. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
account, account customer, airliquide, but, can, com, company, company id, corp, customer, delivery, delivery point, english, file, find, gideons, id, jrose, julia, master, master file, masterfile, matutina@as, only, oss, oss - can only find delivery point customer but unable to find parent and account customer, parent, parent customer, point, ramlan-sc, unable
NaN
KB0056573
Oracle - Mass Data Update Request
English
jrose.matutina@as.corp.airliquide.com
47
NaN
Uncategorized
Published
2025-08-04 0:52:56
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
6
2025-07-29 10:32:14
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS Oracle account update (for multiple users) Bulk update of oracle account Request for Folder access, additional Function or menus inside Oracle Delete/Modify multiple users' Oracle account STEPS: 1. SD or user can submit the request via MyIT corner. URL: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=5559cb55db1818d032b792b8f49619fb LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk guide the user to submit request via myIT corner
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: User is calling for E&C China regarding Concur E&C access, functional issue. STEPS: E&C Concur Expense and Travel request links: functionalities are available under the main link to Concur E&C: https://auth.apps.airliquide.com/samlv2/SSOIDPInit/CONC02P?spEntityID=https://eu1.concursolutions.com&NameIDFormat=emailAddress) Concur account for E&C users is done automatically via SSO based on employee records in the HR system (SAP ECHO - HR module) Account modification process is done via requests raised in the SAP ECHO ticketing tool called: Mantis. Kindly redirect user to raise ticket in Mantis tool. For example: wrong manager assigned or employee movement between all AL entities FUNCTIONAL ISSUES, REQUESTS & EVOLUTION, USER ACCESS REQUESTS: End user should contact the Key user based on the domain (department) where they are working. Request needs to be closed by Service Desk. User or his Keyuser needs to open a ticket in Mantis system. It contains also documentations and link to Mantis: https://mantis-ec.eu.corp.airliquide.com/my_view_page.php Please share with user the guideline regarding [Guideline] BCS - Mantis Guidelines: Please also note that NOT all users will have access to MANTIS system. Here he will find all the knowledge user might needs: https://docs.google.com/presentation/d/1aZPCb9tr-bmfXWy9Bx_uFsiSA782w9or7g6yCDn5xgU/edit#slide=id.g6c6b38c8e7_1_711 LOGGING CATEGORISATION: Request to be used: Show where to go Request details: For which Topic: IT manager or related lineExplanation: Guidance to key user In case of blank ESS Incident submitted by the user: Business service: BCF - Concur Travel Configuration item: Concur E&C - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Guided user to contact key user.
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: End user need access to eAssetFinder eAssetFinder is a web-based platform that allows users to buy, lease and sell various items within Air Liquide globally. This platform provides a user-friendly interface where individuals can list their products for sale and lease, browse through available listings, and make purchases with other users. It aims to facilitate easy and convenient buying and selling experiences for both individuals and small businesses. BEFORE YOU START: Use the following steps to request for EASSETFINDER new user account creation. Guide the user to request for access. STEPS: 1. Go to CARM. (https://carm.apps.airliquide.com/Carm/CarmInit.do) and click on Automatic Connexion. 2. Select Request New Access 3. Search for EASSETFINDER in the list of applications and services. 4. Choose the desired role: 5. Submit the request. The manager will be notified and need to approve it within the CARM system. 6. Once the user request is completed, user will get a notification via email along with instructions on how to access the eAssetFinder applications and access will appear in CARM account > My Access. If user still don't have the ability to access after it has been granted, follow these steps: 1. Wait for Role Propagation: Once your new roles are approved, it may take approximately an hour for the changes to take effect across the system. 2. Logout and Login: After the waiting period, log out of the application and then log back in. This will refresh your access and allow you to perform actions based on your newly authorized roles. LOGGING CATEGORISATION: Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM - EASSETFINDER In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Guide user to submit request via CARM TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Gideons - How to create new Customer Business Unit
English
jrose.matutina@as.corp.airliquide.com
17
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-11 12:28:34
4
GIO Service Desk
NaN
#########
4.50
BAP - HUB - GIDEONS
NaN
NaN
NaN
9
2025-08-11 12:25:41
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Users need assistance to create new business unit BEFORE YOU START: Run the script below to ensure that the BU has not been created before. SCRIPT USE ALCHINA SELECT DISPLAY_FLAG, * FROM GROUP_DATA WHERE GROUP_CATEGORY = '68' AND DESCR LIKE '' EXAMPLE SELECT DISPLAY_FLAG, * FROM GROUP_DATA WHERE GROUP_CATEGORY = '68' AND DESCR LIKE '%M&A_QDRH_Haifeng%' Run the script below to check the next available codes. SCRIPT USE ALCHINA SELECT DISPLAY_FLAG, * FROM GROUP_DATA WHERE GROUP_CATEGORY = '68' AND GROUP_CODE = '' EXAMPLE USE ALCHINA SELECT DISPLAY_FLAG, * FROM GROUP_DATA WHERE GROUP_CATEGORY = '68' AND GROUP_CODE = 'G207' STEPS: 1. Login to GideonsWeb : https://as-gidpa-gcc.as.corp.airliquide.com/GideonsWeb/China 2. Navigate to Configurations > Group Data. 3. Search for Group Types = '68'. 4. Click on the "Add' button. 5. Add the "BU" name. Once done, click the "Save" button. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
activity, activity code, airliquide, bu, business, business unit, code, com, corp, create, customer, data, english, gideons, grouo, grouo data, how, jrose, matutina@as, new, noor, siti, unit, wahab-sc
NaN
KB0021793
E-Expense - User Manual Japanese
English
jrose.matutina@as.corp.airliquide.com
18
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-08-11 10:12:06
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
17
2025-08-11 10:05:28
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: E-EXPENSE User Manual in Japanese VERSION 1.0 1st JANUARY 2021 POSSIBLE CAUSES: For information of eExpense in Japanese STEPS: To guide user to refer to below link: https://docs.google.com/document/d/1DWt2rVmBk0RsQ1CBBAZlQ2nB44xOal08wW1KdZUmfp8/edit# LOGGING CATEGORISATION: Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to E-EXPENSE User Manual in Japanese language In case of blank ESS Incident submitted by the user: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: eApplication - PROD Category: Application Subcategory: Support/Assistance Resolution Notes: Service Desk will guide the user to E-EXPENSE User Manual in Japanese language
REGION:AME ENTITY:BIS AMER SYMPTOMS: The following article describes the support model for the NWA Server issues. BEFORE YOU START: Verify with the user the issue or request is for NWA server in the Americas Citrix For NWA server access check the following KB: KB0025748 - NWA Server - Access STEPS: There are 3 applications within the NWA Suite of products. For issues with any of the applications or with the server, assign to the assignment group indicated below. For all general questions / training questions that do not relate to a bug or technical issue, close the ticket and instruct the user to contact the application owners: brian.nordberg@airliquide.comrobert.vanya@airliquide.com LOGGING CATEGORISATION: Ticket template to be used: AME - Server - Issue / Request Business service: GIO-CS-AMER-Operations Configuration item: [choose the applicable] Category: Application Subcategory: Bug/Defect Assignment group: GIO-CS-AMER-CITRIX-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
My Gas Partner - Functional issue in My Gas Partner
English
jrose.matutina@as.corp.airliquide.com
113
Xuan PU-LI
Uncategorized
Published
2025-05-15 11:06:36
5
GIO Service Desk
NaN
#########
5.00
Distributor Relationship Management
NaN
NaN
NaN
225
2025-05-09 9:27:53
#########
NaN
ALZ-EU-GCS-Returnable Assets-L2
COUNTRY/REGION: EU ENTITY: BIS EUROPE SYMPTOMS: User is facing an issue in My Gas Partner STEPS: Categorize the ticket correctly, write a detailed description, take a screenshot, and assign it to the proper resolver team. LOGGING CATEGORISATION: Business service: Distributor Relationship Management Configuration item: MYGAS PARTNER - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BE-AL BELGE: BE-SFE-CSC IM-L2 DE-ALD (AL GMBH): CE_BRM-CX-L2 ES-AL SPAIN: EU-IBERIA-TRANSVERSAL-L2 FR-ALFI IM: FR-ALFI-OUTILS COMMERCIAUX-L2 IT-ITALY INDUS: IT-ITALY INDUS-MYGAS PARTNER-L2 PT-AL PORTUGAL (SPAL): EU-IBERIA-TRANSVERSAL-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, com, corp, down, english, function, function is not working, functional, functional issue, gas, gaz, jrose, matutina@as, mgp, my, my gas parner, my gas partner is down, my gaz, mygas, mygaz, not, parner, partner, pu-li, working, xuan
NaN
KB0050056
SmartPlant - Ticket Logging
English
jrose.matutina@as.corp.airliquide.com
1350
Karol ZON
Uncategorized
Published
2025-09-29 14:36:07
6
GIO Service Desk
NaN
#########
NaN
BEC - SmartPlant Suite
NaN
NaN
NaN
1754
2025-04-24 8:35:24
#########
NaN
BEC-EIT-SNow-AppMgmt
COUNTRY/REGION: Global ENTITY: BIS E&C SYMPTOMS: This article explains the process of ticket logging for Smartplant applications Suite. BEFORE YOU START: Please be informed that the Smartplant application suite consists of following applications: Information ManagementIntergraph Smart Licensing (ISL)Smart MaterialsSmart Reference DataSmart SketchSmartPlant 3DSmartPlant 3D Interop ServicesSmartPlant InstrumentationSmartPlant JetStream ServicesSmartPlant P&IDSmartPlant SDxSmartPlant Spoolgen The following instructions apply only to BIS E&C users. Ask the user about the application he/she is interested in.The user should be able to give explanation on the problem being faced based on following service situations/symptoms Description Situation Name Type License server down or No License available Application - License issue Incident Application does not start Application not accessible Incident No access to Citrix Citrix configuration Incident Application does not work as expected Function not working Incident Decrease / Loss of performance on an application Performance issue Incident Request for access for a User to a project Access Request Ad Hoc User asks for a data update acc. To project needs Change request Ad Hoc A specific information is needed, e.g. a report Information request Ad Hoc Request for training User training Ad Hoc Any other project related request that does not meet above mentioned topics Other Project request Ad Hoc The support/assignment group is dependent on application and situation selection and is configured through service routing rules. STEPS: In case of User reports No access to Citrix IT Service Desk should first check the following: Ask the User about his/her location (Office/Home). In case of Office: verify if User is connected correctly to Air Liquide network through LAN cable or AirLiquide-Corporate WiFi In case of Home (outside AL Office): verify if User is connected to the Internet and connected to AirLiquide network through Ivanti to the correct gateway respecting User location. Check if correct version of Citrix Workspace is installed on Users PC (KB0038870) User has access to the correct Citrix Virtual Desktop. It can be verified by asking User to open the Citrix Storefront and log in with Windows login and password. After User is logged on he/she should see on the list of the virtual desktops required application.If not, help User to open proper request: SmartPlant P&ID on Citrix - how to make a request for access (E&C Global) - KB0028584 SmartPlant Instrumentation on Citrix - how to make a request for access (E&C Global) - KB0028583 Smart 3D on Citrix - how to make a request for access (E&C Global) - KB0028582 In none of above helps open Incident and assign it to BEC-INFRA-EUDC-L3 In case of User reports Decrease / Loss of performance on an application IT Service Desk should first check the following: Ask the User about his/her location (Office/Home). In case of Office: verify if User is connected correctly to Air Liquide network through LAN cable or AirLiquide-Corporate WiFi In case of Home (outside AL Office): verify if User is connected to the Internet and connected to AirLiquide network through Ivanti to the correct gateway respecting User location. Check connection speed: speed test Verify usage of CPU/RAM usage on Users PC in task manager. In case application is hosted on the Citrix, check if correct version of Citrix Workspace is installed on Users PC (KB0038870) In none of above helps open Incident and assign it to BEC-INFRA-EUDC-L3 in case of application hosted on the Citrix. In other cases please assign it to the respective IT Field Service group. In case of other issues different than 2 described above, the right ticket should be registered according to the Logging categorisation and table in the Before you start section. LOGGING CATEGORISATION: Business service: BEC - SmartPlant Suite Configuration item: Select accordingly Information Management 2019 V10 - PRODIntergraph Smart Licensing (ISL) - PRODSmart Materials v10.2 - PRODSmart Reference Data v10.2 - PRODSmart Sketch - PRODSmartPlant 3D 2019 - PRODSmartPlant 3D Interop ServicesSmartPlant Instrumentation V13 - PRODSmartPlant JetStream ServicesSmartPlant P&ID V11 - PRODSmartPlant SDx V10 - PRODSmartPlant Spoolgen V 9.2 - PROD Situation: (Check the chart in Before start section) TICKET TYPE: Incident or Ad Hoc depends on Situation name ARTICLE TYPE: Assignment TEAM: (Follow suggested Default Routing)
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: End user is calling regarding Art of War application. BEFORE YOU START: Please confirm the impacted application is related with Art of War. Art of War is an application under e-Apps.User is requesting access to the Art of War STEPS: Advice user to My IT Corner to raise the request. My IT Corner > Order Something > Application > Business Application > e-Application > Grant Access Path: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=1e6ee7fddb45d010459b890b069619cc&sysparm_category=146f5b8a4fcf3e40eaa6ab6ba110c7c7 LOGGING CATEGORISATION: Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyIT corner request form In case of blank ESS Incident submitted by the user: Business service: BAP - HUB - EAPPS - ART OF WAR Configuration item: eApplication - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Service Desk will assist the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
access, access request, airliquide, art, art of war, com, corp, eapps, english, hezhar, joyo, jrose, kaluny-sc, matutina@as, request, war
NaN
KB0022528
Oracle - Unable to access Inventory / Transactions / Receiving or Purchase Order
English
jrose.matutina@as.corp.airliquide.com
23
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:31
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
19
2025-06-20 8:00:49
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User unable to access to Inventory > Transactions > Receiving or Purchase Order. Getting Error: You are not setup as a worker. To access this form you need to be a worker POSSIBLE CAUSES: This employee information need to be update manually. Normally, issue happens to new employee or employee who just got the access to modules. BEFORE YOU START: Require access to User Maintenance > Users STEPS: 1. Check if the user is active in User Maintenance > Users. You may search using email address or username 2. This error referring to employee information not updated at Person field. 3. Get users employee ID from user and make sure the employee information has been available in Oracle employee table: 4. Input the Full Name in Person field and save. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Assign the employee profile to user's Oracle account TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Back-orders events are not synced to CFD. STEPS: 1.Create a backorder from CSS (GIDDB Server) (backorder generation is an automated function). 2.Within 15-20 min check whether backorder has created any event in CFD (DMZDB Server) 3.If Event does not appears in the given time , IT Approval or Budget Approval has to check any error is recorded in the below tables relevant to the created Backorder No: - DMZSYNC.SYNC_AUDIT - CFD.SYNC_EVENT_TRACKING 4. Only if the backorder has recorded any error in the table, please contact Hub IT LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, back, back order, backorder, backorder function not creating cfd, backorder not created, backorder not updated in cfd, bar, bar+, cfd, com, corp, created, creating, deepak, duplicate, duplicate backorder, english, events, function, hasani-sc, jrose, matutina@as, not, order, orders, synced, updated
NaN
KB0040104
Displaying the IP Address on the CANON ImageRunner MFP
English
jrose.matutina@as.corp.airliquide.com
35
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-09-29 13:49:14
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
4
2025-08-11 11:06:21
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: In order to get the IP address info of the Multi Function Printer (MFP) for printer setup/troubleshooting purposes, we need to guide user how to check directly from the display on the printer. BEFORE YOU START: This manually is basically for Canon Imagerunner Advance (IR-ADV series). You may try with other model if suitable. STEPS: [English] (Japanese follows at the bottom 👇 Displaying the IP Address 12HF-06W You can set whether to display the IP address on the counter information screen. IMPORTANT The IP address display setting can only be specified by a user with administrator privileges. 1 Press (Settings/Registration). 2 Press [Preferences] ? [Display Settings] ? [IP Address Display Settings]. 3 Press [On] ? [OK]. Select [Off] if you do not want to display the IP address. NOTE This setting cannot be specified when [Use IPv4] in [Preferences] (Settings/Registration) is set to 'Off'. Source: https://oip.manual.canon/USRMA-0311-zz-CS-enUS/contents/1T0003185531.html [Japanese/???] ???????IP???????????? imageRUNNER ADVANCE????imagePRESS??????? [??／??] ? [????] ? [??????] ? [TCP ／ IP??] ? [IPv4 ??] ? [IP????] Color imageRUNNER／imageRUNNER／imagePRESS??????? [????／??] ? [????????] ? [??????] ? [TCP ／ IP??] ? [IPv4 ??] ? [IP??????] LOGGING CATEGORISATION: Request to be used: Printer assistance and configuration Request details: Choose type of deviceExplanation: Guidance to checking Printer IP Address In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration Item: choose the relevant item Category: Devices Subcategory: Support / Assistance Resolution Notes: Service Desk will guide the user to check the Printer IP Address ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: The user calls regarding pixelated or low-quality font inside Google Chrome. The fonts are blurry / fuzzy / grainy Notes: If issue occurred during or after VNC remote, inform the user that font will return to normal after VNC is disconnected or user can restart the PC. If user has an external monitor, ask to disconnect first (refer to KB0049933 for Computer's Font resolution issue). STEPS: I. Check if accelerated 2D Canvas is enabled: In Google Chrome visit this URL: chrome://flags/Scroll down and search for "Disable accelerated 2D Canvas"Enable the option, disconnect from the user's PC. If it is already enabled, disable it and enable again or vise versa.Then, relaunch the navigator. II. Use the text tuner (ClearType) - KB0049933 III. Recreate Google Profile - KB0039791 If the solutions above did not work, disconnect from the user's PC, relaunch Chrome, and/or ask the user to perform a reboot. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration Item: Google Chrome - PROD Category: Application Subcategory: Availability and Performance Issue Resolution Notes: Service desk will remote in to users PC and perform the above troubleshooting TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
2d, 2d canvas, abdeljalil, airliquide, bad, bad font, canvas, chrome, cleartype, com, corp, english, font, google, google chrome, google profile, grainy, jrose, laouar-sc, low, low quality, matutina@as, pixelated, pixelated font, poor, profile, quality, recreate, text, text tuner, tuner
NaN
KB0048824
MobileX (crossmip, mxDispatch) - routing
English
jrose.matutina@as.corp.airliquide.com
271
Dennis ROSENKRANZ
Uncategorized
Published
2025-07-30 12:29:04
6
GIO Service Desk
NaN
#########
NaN
BHC - VADE - Mobile Service
NaN
NaN
NaN
176
2025-04-17 9:57:49
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with MobileX (crossmip, mxDispatch) The name MobileX is used for two different applications: CrossMIP (used on tablets by drivers to retrieve data on where they need to deliver what) and mxDispatch (backend application of Crossmip that is only used by less than 20 users, regular Crossmip users can't access it)MobileX is only the vendor , and not the application itself! STEPS: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - Mobile ServiceConfiguraton item: VADE - mxDispatch - PROD or VADE - CrossMIP - MobileService - PROD Category: ApplicationSubcategory: Depending on the issueAssignment group: BHC-VADE-MobileService TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Data Extraction from Existing Employee for Internal Investigation Purpose
English
jrose.matutina@as.corp.airliquide.com
23
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-08-11 9:10:34
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
3
2025-08-11 9:01:38
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: End user requesting for email, chat, or drive data extraction of an employee that is still working with Air Liquide to perform internal investigation. BEFORE YOU START: Please determine with end-user what specific internal investigation that they would like to perform. Such investigations may involve IT to provide personal and individualized electronic information, such as email communications, internet access logs, files access logs and other electronic traces of actions performed within the Entitys IT systems. STEPS: 1. Entity Requester to submit "Initial Request" Template (Appendix A) to Entity General Manager and Hub HR Director for their examination and validation 2. "Access Request for Individualised Electronic Information" Template (Appendix B) shall be signed by the co-validators (Entity General Manager and Hub HR Director) and transmitted by the Hub HR Director to the BIS CIO and SGRC Team for action (apac-sgrc@airliquide.com) for their process of the access request. For detailed information, please share this document with user; Employee Investigation Request LOGGING CATEGORISATION: Request to be used: Show where to go For which Topic: IT Manager or related lineExplanation: Guidance to the Employee Investigation Request document for their request For ESS: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Advice user to refer to the Employee Investigation Request document for their request.
Gideons - Gideons and Oracle figures not reconciled
English
jrose.matutina@as.corp.airliquide.com
169
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:06
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
158
2025-05-02 3:51:37
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is reporting that gideons and oracle figures not reconciled. STEPS: 1. Run the following query with the help of Local IT. This should not return any data. SELECT A.GL_ACCOUNT_NO FROM ACCOUNT A INTERSECT SELECT P.GL_ACCOUNT_NO FROM PRODUCT P 2. If it returns, correct it immediately and check the interface data again 3. If it does not return and still the amount is not reconciled, run the following query to pinpoint the Invoice that has issue SELECT * FROM dbo.Gvw_Rpt_CompareInvoicesAndSalesDetail ih WHERE IH.MONTH_REF=<> AND (IH.GAP_LCY>1 OR IH.GAP_LCY<-1) ORDER BY GAP_FCY, IH.GAP_LCY DESC 4. If number 3 returns a record, mention that record's Customer Number and Product Number column and raise a ticket towards HubIT. 5. If number 3 does not return any records, then the issue is at the Oracle side. Contact the Oracle team. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, com, corp, customer, customer number, deepak, english, figures, figures not reconciled, gideons, hasani-sc, jrose, matutina@as, no, no record, not, number, oracle, product, product number, reconciled, record
NaN
KB0012499
Active Directory - Objects disappeared ~ Memberships, groups and usernames
English
jrose.matutina@as.corp.airliquide.com
105
Mehdi GASMI
Uncategorized
Published
2025-07-30 11:08:46
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
24
2025-06-19 8:50:36
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User called because memberships, groups and user names, shared mailboxes (for example the owner of it) disappeared from A.D. STEPS: The request "Restoration of AD objects like Users, Groups, GPOs, Ous, others " needs to be done in IT CATALOG in Manage My Service. NOTE: Request can be done only by person who has right to do GIO request. If user has no right, the IT Approval or Budget Approval needs to be contacted. Path: Manage My Service > Catalogs > GIO Services > Business Apps Foundations > Identity & Access Management > Active Directory > Restore AD Objects LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceTopic: Finding Catalog ItemReason: Request opened in MyIT catalog and sent for approval. -o- Resolution Notes for Cattask: Request opened in MyIT catalog and sent for approval. In case of blank ESS Incident submitted by the user:Business service: GIO - EUS - Service DeskConfiguration item: MyITCorner - PRODCategory: ApplicationSubcategory: Support / AssistanceResolution Notes: Request opened in MyIT catalog and sent for approval.
active, active directory, ad, airliquide, all, com, corp, directory, disappeared, english, gasmi, group, groups, jrose, matutina@as, mehdi, membership, memberships, not, not all objects in active directory visible, objects, restore, restore active directory, restore ad, tabs, tabs disappeared from active directory, username, usernames, visible
NaN
KB0016992
Gideons - Orders were converted to PTV tables in GIDEONS and yet NOT received
English
jrose.matutina@as.corp.airliquide.com
25
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:01
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
10
2025-07-02 10:56:33
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: The root cause if Orders were converted to PTV tables in GIDEONS and yet NOT received. STEPS: Check for Job failure logs for GIDEONS to PTV data transfer. Job name: PTV_GIDEONS_To_PTVSmartour LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, cause, com, converted, converted ptv tables, corp, deepak, docket, docket not received in ptv, english, gideons, hasani-sc, jrose, matutina@as, not, order, order not received in ptv, orders, orders converted, ptv, ptv tables, received, root, root cause for orders, tables, were, yet
NaN
KB0057145
BAR+ - Company not found on Map
English
jrose.matutina@as.corp.airliquide.com
1
NaN
Uncategorized
Published
2025-10-01 1:44:15
3
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BAR+
NaN
NaN
NaN
0
2025-09-30 9:33:58
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Unable to find the company in the map in BAR+ POSSIBLE CAUSES: The Latitude and Longitude information may not be entered in the Geo code field STEPS: Guide user to enter Latitude and Longitude information in the Geo code field: 1. Launch BAR+ web application. 2. Select the Language. 3. Select the Country. 4. Click Sign in with Google button. 5. The home screen appears. 6. Click Company, the below screen appears. 7. Click button for the company details to be updated. 8. Select Details. 9. Enter the Geo Code (Latitude and Longitude). Important: The Project status must be completed; else the user cannot approve the project. 10. Click Save. 11. Select Maps tab and search for the required company. If issue persist after follow above steps, gather all necessary details and escalate the ticket to the relevant team. LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Availability / Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, bar, bar map, bar+, code, com, company, company map, company not found on map, corp, display, english, found, geo, geo code, geocode, jrose, map, map display, map not showing, map unavailable, matutina@as, missing, missing map, not, showing, unavailable
NaN
KB0018330
eApps - No data in calendar
English
jrose.matutina@as.corp.airliquide.com
3
Deepak HASANI-SC
Uncategorized
Published
2025-07-22 9:23:40
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS
NaN
NaN
NaN
1
2025-07-22 9:21:58
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: No data in calendar. POSSIBLE CAUSES: Selected date range is wrong STEPS: 1. Check Presentation dates for Agenda if they are in selected date range or not. SELECT * FROM CA_AGENDA WHERE PRESENTATION_DATE BETWEEN '#FROM DATA#' AND '#TO DATA#' 2. Check selected Agenda types . LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - eAline Configuration Item: eApplication - PROD Category: Application Subcategory: Availability / Performance issue Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, aline, calendar, com, corp, data, date, deepak, eapps, english, hasani-sc, jrose, matutina@as, no, no data, range, select, select date range
NaN
KB0044243
Oracle - Request to authorize additional/extend the access menu function in Oracle
English
jrose.matutina@as.corp.airliquide.com
113
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:08:22
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
53
2025-05-09 8:53:43
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Current menu function unable to proceed accordingly such as Update, Delete etc. POSSIBLE CAUSES: The function access limitation. BEFORE YOU START: Try to remote to user's pc and simulate again the access function. If the needed access function not working as requested, advise user to raise catalog request to get additional/extend the access menu function: MyIT Corner > End User Catalog > Applications > Business Application > ORACLE ERP Request for Access https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=5559cb55db1818d032b792b8f49619fb&sysparm_category=3c3b174a4fcf3e40eaa6ab6ba110c725 Requests from this catalog are required in order to get approval from the manager before IT proceeds the update/changes. STEPS: Describe the series of tasks that the user must do to solve the problem LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Guided user to submit request via MyIT corner.
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Export function is not enabled in CIS STEPS: 1.Check the user role In User Module 1.1. Select User in CIS Module 1.2. Select the relevant user and click edit 1.3. Check for User Role. 2.Check the AL Security country group using security application and do note that Sync Duration is 24 Hours. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Situation: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC SYMPTOMS: If user called regarding Diagnostic Data Transfer Tool (DDTT) access/configuration/setup/issue. STEPS: Create incident ticketPlease include all the details (Computer name, Error, Screenshot) LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications Configuration Item: Hostname Category: Device Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-FS-AUSTRALIA HEALTHCARE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
acces, access, airliquide, apac, com, configuration, corp, data, data transfer, ddtt, diagnostic, diagnostics, diagnostics data transfer tool access, english, issues, jrose, matutina-sc, matutina@as, rose, setup, software, tool, transfer
NaN
KB0019041
Gideons cannot be launched / unable to load / Run time error / Slowness / Freezing
English
jrose.matutina@as.corp.airliquide.com
548
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-30 5:50:10
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
722
2025-06-06 4:09:01
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Gideons cannot be launched Unable to load Gideons data Need to re-patch the Gideons update Report does not show any data / not loading Gideons error message: Please note that you do not have access right to use the current system (user can access before) BEFORE YOU START: Make sure that user has access to Gideons Try to access using incognito browser Perform clear cache and delete browsing history STEPS: Service desk to monitor announcements email sent to usersService desk to assist user with the installation from the batch file mentioned below Link to the Gideons patch: https://sites.google.com/a/airliquide.com/cp-apac-zoneapps/home/singapore_gideons Please refer to following KB before escalating to relevant team: KB0055186: Gideons Availability & Performance Issue - How to Generate a HAR File to Diagnose IssueKB0056116: Gideons Availability & Performance Issue - Analyzing HAR File to Diagnose Issue by L1.5 Apps Team LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration Item: Gideons (APAC) - Prod Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APACL1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, cannot launched, com, corp, english, freezing, frozen, gideons, jrose, launched, load, matutina-sc, matutina@as, rose, run, run time error, slow, slowness, time, unable, unable to load
NaN
KB0017154
Gideons Lite - Unable to access after password reset
English
jrose.matutina@as.corp.airliquide.com
134
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:02
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
51
2025-05-01 1:59:01
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: After resetting the password successfully user is unable to access Gideons Lite despite entering correct username and password. STEPS: 1. Check whether User have access to "GIDEONS LITE USER" group in the AL Security. - Launch AL Security module with Gideons as the Application and Country is China. - Navigate to Users menu, search for the user, select Assign Groups tab and look for GIDEONS LITE USER group. 2. If not, then assign User to "GIDEONS LITE USER" group. 3. Wait for the security interface to be synchronized if 1 day waiting time is acceptable.4. If not Step-3, then raise a ticket for Hub IT to run the execute interface manually. POSSIBLE CAUSES: User does not have access to GIDEONS LITE USER group. For New Access refer to KB0019046: Gideons Account/Permission Access for APAC and India to request for access. LOGGING CATEGORISATION: If the above steps did not solve the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GID-L2
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User wants to modify or change an existing WISE account. (The role or the e-mail address of the approver or the chart of account or the content group need to be changed.) STEPS: Guide user to raise a request in MyIT Corner: "User / Account Modification > EPINAL - User (for WISE)" Link of the request is the following: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item_guide&sys_id=010dc2314f0b1a403d9524fe0310c7f9&sysparm_category=0d62bc394f8b82003d9524fe0310c728 Search for "Other applications" or open the request through the End User Catalogue: End User Catalog > Applications > Business Application > Other applications LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog ItemExplanation: Assisted user with MyIT Corner request. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Situation: Support / Assistance Resolution Notes: Assisted user with MyIT Corner request.
GIDEONS - BAR+ - Sales Manager cannot see the team members
English
jrose.matutina@as.corp.airliquide.com
15
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-11 12:00:46
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - BAR+
NaN
NaN
NaN
1
2025-08-11 11:59:49
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Sales Manager unable to see the team members in Bar+. STEPS: 1) We need to Ensure that Rep.ID has been associated to the Sales Manager in AL Security. 2) Search for the Sales Manager in AL Security. 3) Search for the Rep. ID and ensure that "Select" is Ticked for the specific Rep.ID (Only "Select" need to be ticked, "Default" need to be empty) 4) Once changes has been Saved, please allow 45-60 minutes for the changes to take effect. Note: To modify AL Security, user must submit a catalog request first. Please refer to KB0019046 (Manage Gideons Authorization Request). LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
airliquide, bar, bar+, com, corp, english, gideons, jrose, manager, matutina@as, member, members, noor, sales, sales manager, siti, team member, wahab-sc
NaN
KB0043086
SIO.predict - issue summary
English
jrose.matutina@as.corp.airliquide.com
76
Marine PEREZ
Uncategorized
Published
2025-09-29 14:34:49
5
GIO Service Desk
NaN
#########
NaN
ALZ - WW - Production Asset
NaN
NaN
NaN
22
2025-06-19 7:13:50
#########
NaN
ALZ-AME-GCS-Production Assets-L2
COUNTRY/REGION:GLOBAL ENTITY:LI Entities SYMPTOMS: SIO.Predict support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) SIO.Predict is a solution to help LI plants to detect in advance potential failure on LI plants compressors. Importance: Used daily to monitor and optimize LI plants production Applicability: EU, AMEI & APAC SIO.Perform links & How to get a user account: AVEVA Predictive Analytics Virtualisation platform EMEA : Citrix AME : Citrix APAC : Appstream All accesses (only AD group) are given thanks to the CARM role. Each role give access to the dedicated Virtualisation platform : SIO.Predict EAMEI ? CITRIX EMEA SIO.Predict APAC ? Appstream APAC SIO.Predict America ? CITRIX AME SIO.Predict Governance (this role is reserved ONLY to LSOs) ? CITRIX EMEA + Appstream APAC + CITRIX AME SIO.Predict Administrator (for ALIZENT support team) ? CITRIX EMEA + Appstream APAC + CITRIX AME + CITRIX UAT For APAC Appstream: Application access Access to the application should be given by LSOs. (local solution) (will define the profile-roles) List of LSO : Product Management -- - Production assets contacts - AO - ASC - APM - local solution owner, Business owner, Global solution owner To do so : Open the AVEVA Predictive Analytics clientGo to File > Administer UserAdd User (bottom of the window)For Single user Search directory (make sure to in the right AD) Multiple users Import from list Links PProd: Web: https://sio-predict-pprod.apps.airliquide.com/ Client: Citrix Prod / Citrix UAT EMEA: Web : https://sio-predict.apps.airliquide.com/ Client : Citrix Prod / Citrix UAT APAC: Web: https://sio-predict-apac.apps.airliquide.com/ Client: Appstream In some cases users cannot access Appstream link above, then try this link AME: Web: https://sio-predict-am.apps.airliquide.com/ Client: http://sina-ctxprd.am.corp.airliquide.com/Citrix/InternalWeb/ STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, Assess the priority using below matrix 4. Assign the ticket to the hub support group EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AME-GCS-Production Asset L2 LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: SIO.Predict ALZ - PROD Category: Application Subcategory: Choose Accordingly Assignment group (if not L1): EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AME-GCS-Production Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Alizent Team
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: The PI Datalink is installed on the computer, but the "Datalink" or "PI" tab is not appearing in the ribbon. POSSIBLE CAUSES: Bug during the installation, for some reasons the installer couldn't set the registry values properly. This is usually a profile issue (meaning it works fine on different user session) BEFORE YOU START: Make sure that all required components are installed. For PI Datalink, Excel needs to be installed (as this is an Excel add-in)! KB0011766 -SCADA - Re-installation (EU)If KO, reinstall the application. If still the same issue, follow the steps below. STEPS: Open registry editor, search for below a-c path. Looks for LoadBehavior.a. HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\Excel\AddIns\PI DataLinkb. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Excel\Addins\PI DataLink Check before : Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList\ - for the user profile and after follow the C step.C. HKEY_USERS\userprofile\SOFTWARE\Microsoft\Office\Excel\Addins\PI DataLinkNote what the 'LoadBehavior' is set to. It will be a number like 0 or 1 or 2 or 3. If the LoadBehavior is anything other than "3" then follow these steps: 1) Close Excel. Make sure the "Excel.exe" process is not running in the Windows Task Manager.2) Open the registry editor again. Double-click the registry key to edit it.3) Change the Load Behavior to "3". Close the registry editor.4) Re-open the registry editor to ensure "3" is still there.5) Open Excel. The add-in should now load automatically at startup. If above steps path Load Behavior are showing 3, but issue still persists, follow below step to check SID number. ? Open command prompt as Admin ? Run the command "wmic useraccount where name='username' get sid" without double quotes (replace username with whoever the user is) ? This should give you the SID you have to look for in regedit.? Find the SID number in registry, check the Load Behavior in PI Data Link software, and change to no.3 **Please make sure to find the correct userprofile path in the registry **Don't open registry as admin - that may give you the wrong values if the issue is user profile related. highlighted is example of user SID FURTHER ASSIGNMENT GROUP: Ask user to contact the ISIS support. Telephone number of ISIS support: +33 (0)276110704 (Europe) Email address: customerservice.bps@airliquide.com LOGGING CATEGORISATION: Business service: ALZ - WW - Production Asset Configuration item: SCADA PI Asset Framework - PROD Category: Application Subcategory: Bug / Defect Subcategory: Data issue Assignment group: Onsite For EU: GIO-EUS-SD-EUROPE-L1.5For AMEI: GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5, OSS
add-in, airliquide, appearing, book, com, corp, datalink, datalink not appearing in excel, datalink tab, english, excel, jrose, l2, l2 scope, marine, matutina@as, not, osisoft, perez, pi, pi datalink, pi process book, pi tab, process, scada, scope, tab
NaN
KB0018321
eApps - Not loading the workspace
English
jrose.matutina@as.corp.airliquide.com
19
Deepak HASANI-SC
Windows - Storage / Performance
Published
2025-07-30 5:31:04
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - eAline
NaN
NaN
NaN
5
2025-07-22 9:05:55
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Not loading the workspace POSSIBLE CAUSES: Workspace is not created.Charts are not added.Workspace access level is not matching. STEPS: 1. Make sure the workspace access level is less than or equal to the user access level. 2. Check the workspace active status. 3. Check CA_WORKSPACE_CHART if charts are added or not. Use the following query: SELECT ACTIVE_STATUS ,* FROM [dbo].[CA_USERS] WHERE USERID = '#USERID#' LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - eAline Configuration Item: eApplication - PROD Category: Application Subcategory: Availability / Performance issue Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
access, added, airliquide, aline, charts, charts not added, com, corp, deepak, ealine, eapps, english, hasani-sc, jrose, level, loading, match, matutina@as, not, not loading, workspace, workspace access level not match
NaN
KB0044136
EPIC - Add a New Local Account
English
jrose.matutina@as.corp.airliquide.com
61
Srichandra R-SC
Uncategorized
Published
2025-06-10 3:27:21
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
8
2025-06-10 3:16:28
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Request to Add a New Local Account in EPIC Need to check if Local Account is already in EPIC (has been created in Oracle) POSSIBLE CAUSES: The new Local Account use in EPIC system BEFORE YOU START: Verify the local account has been created in to Oracle system (KB0040243) STEPS: 1. Guide user to submit MyIT corner request > Add a New Local Account Direct link: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=cbe19715db9818d032b792b8f49619f8 2. Fill-up all information 3. Select drop button 4. User should provide the local account that has been created. If created into oracle system : select Yes If did not created into oracle system : select NO 5. Add Attachment (if any) 6. Click "Order Now" After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: choose accordinglyExplanation: Guidance to MyITCorner catalog form In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITcorner Assistance request submitted.
account, add, airliquide, com, corp, english, epic, jrose, local, matutina@as, myitcorner, myitcorner >add a new local account in epic, new, r-sc, srichandra
NaN
KB0044182
Windows NT - Generic account/common shared user account request
English
jrose.matutina@as.corp.airliquide.com
805
J'Rose MATUTINA-SC
Windows - Storage / Performance
Published
2025-07-30 11:35:30
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
122
2025-06-25 8:15:47
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION: APAC ENTITY: ALL SYMPTOMS: User would like to request for generic account. BEFORE YOU START: For Generic account/common shared user accounts, Air Liquide are adopting this existing procedure. STEPS: Kindly guide the user to raise GIO request for Generic Account creation, please follow this link Path: GIO Service > Security > IT Security > CARM > Create a generic account URL: https://airliquide.service-now.com/com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id=05e7f0a9931e9654cddef0718bba10c8&sysparm_link_parent=36c3a098dbeec890459b890b069619b8&sysparm_catalog=4a1e666b4f062f009864ca1f0310c7be&sysparm_catalog_view=catalog_GIO_Services&sysparm_view=text_search LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemResolution Notes: SD guide the user to raise GIO Request for Generic Account creation In case of blank ESS Incident submitted for the user: Ticket template to be used: GLOBAL - CARM - Request Business service: GIO - SEC - End-User Account Provisioning in CARM Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and Password Resolution Notes: SD guide the user to raise GIO Request for Generic Account creation TICKET TYPE: FCR ARTICLE TYPE: Process TEAM: CARM-L2
account, airliquide, carm, com, common, common shared user account, corp, english, generic, generic account, global, jrose, matutina-sc, matutina@as, nt, request, rose, shared, shared account, software, windows, windows account, windows nt
NaN
KB0056211
BAR+ - Unable to approve project
English
jrose.matutina@as.corp.airliquide.com
11
NaN
Uncategorized
Published
2025-06-18 6:15:12
3
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BAR+
NaN
NaN
NaN
2
2025-06-18 6:14:54
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Unable to approve project in BAR+ POSSIBLE CAUSES: Project Status may read as NOT COMPLETED. STEPS: 1. Launch BAR+ web application. 2. Select the Language. 3. Select the Country. 4. Click Sign in with Google button. 5. The home screen appears. 6. Select Project and the Project Name. 7. Click button. 8. The list of Project appears as shown. 9. Click on the project to be approved. Important: The Project status must be completed; else the user cannot approve the project. 10. Click button, the edit project screen appears. 11. Change the Approval Status as Approved. 12. Click . 13. The project is saved successfully. LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, approval, approve, approve project, approved, bar, bar+, com, corp, english, gideons, jrose, matutina@as, project, unable, unable to approve project
NaN
KB0020052
BRAVO/QUEST - List of Oshima tool's links
English
jrose.matutina@as.corp.airliquide.com
30
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-07-29 18:12:23
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
6
2025-06-19 7:53:59
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: BRAVO/QUEST List of Oshima tools links (Japan) BEFORE YOU START: You must be connected to Air Liquide network using Air Liquide PC. When prompted for username and password, login using Windows account. STEPS: Refer attached file or below link for the list. https://docs.google.com/spreadsheets/d/1Q6eiMv_w6QNa5sSy3bPcavtP9dOwWJ1NTu1wzPe2Q4I/edit#gid=693625829 LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration Item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group: NA (contact JP Quest Support team) TICKET TYPE: Request ARTICLE TYPE: Process TEAM: L1
eApps - Why Delivery history graph is incorrect in myGas
English
jrose.matutina@as.corp.airliquide.com
26
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:30:59
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
22
2025-07-09 9:59:08
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Delivery history graph incorrect and missing few DO in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: Make sure that all the DOs for the customer are interfaced to myGAS. STEPS: Follow the steps below to check the delivery history graph: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Bulk Levels to view the bulk level details. 5. In the My Bulk Levels screen, click Delivery History tab. The delivery history graph is displayed. Use the following query to check the delivery orders: SELECT * FROM CP.DO_HEADER WHERE CUST_NO=#CUST_NO# LOGGING CATEGORISATION: Business service: BAP - HUB - myGas Configuration Item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
GIDEONS - Unable to search for Specific account or parent customer
English
jrose.matutina@as.corp.airliquide.com
80
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-07-30 5:50:12
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
63
2025-05-02 4:02:35
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: While the user search account or parent customer in CMS or ARS, no record displays on the screen. POSSIBLE CAUSES: 1）STATUS of account or customer isnt active 2) The user has no access to the related Company ID, Location ID or Rep ID. BEFORE YOU START: Please make sure to include screenshot, account or parent customer No. to the ticket before assigning to L1.5 STEPS: 1. Check ACTIVE_STATUS,LOCATION_ID, COMPANY_ID, REP_ID of the account or parent customer. For example: SELECT ACTIVE_STATUS,LOCATION_ID, COMPANY_ID, REP_ID, * FROM DBO.ACCOUNT WHERE ACCOUNT_NO ='DOC10371' SELECT ACTIVE_STATUS,LOCATION_ID, COMPANY_ID, REP_ID, * FROM DBO.PARENT_CUSTOMER WHERE CUST_NO ='DOC843' If ACTIVE_STATUS <> Y, it cant be searched in ARS and the user has to update the status filter to inactive or dormant before searching it in the customer list. 2. Check ACCESS_LEVEL,ACTIVE_STATUS of the user SELECT ACCESS_LEVEL,ACTIVE_STATUS,* FROM AL_SECURITY.APPSECURITY.USER_LOGIN WHERE USERID IN ('cuiying.he','kai.zhang') If ACTIVE_STATUS <> Y, the user should raise an access/permission request ticket to update it to active. If ACCESS_LEVEL IN (3,4,10), you need to check if the user has access to the sales rep ID of the account or parent customer in the next step. 3. Check if the user has access to location, company, sales rep ID of the account or parent customer. If any of them is not assigned to the user, it wont be available for the user to search it. SELECT * FROM AL_SECURITY.APPSECURITY.LOCATION_USER_LOGIN WHERE LOGIN_ID IN ('30638','116') AND LOCATION_ID = '1S' AND APPLICATION_ID='2' SELECT * FROM AL_SECURITY.APPSECURITY.COMPANY_USER_LOGIN WHERE LOGIN_ID IN ('30638','116') AND COMPANY_ID = '71' SELECT * FROM AL_SECURITY.APPSECURITY.USER_SALESREP WHERE LOGIN_ID IN ('30638','116') AND REP_ID='XZ' For the case, the user has no access for the REP_ID, the user should raise an access/permission request ticket to apply for the REP_ID. Note: APPLICATION_ID APPLICATION_NAME 1 BLAC 2 GIDEONS (AL_SECURITY.APPSECURITY.APPLICATION_MAIN) LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: What can be done if CMS web is blank after login ? STEPS: 1. Open ALSecurity Application 1.1 Navigate to Security Manager 2. Check to see if any of the user groups listed below are checked. - CMS Maintenance - CMS_Special Price 3. Click on save button after done ticking the checkbox. Note: To modify AL Security, user must submit a catalog request first. Please refer to KB0019046 (Manage Gideons Authorization Request). LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug/Defect Resolution Notes: Service Desk will check in the AL Security if access correctly provided TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
after, airliquide, apac, blank, cms, com, corp, english, gideons, jrose, login, matutina@as, mohan, price, special, special price, vijaya, web
NaN
KB0018623
IPAM Portal - Account management
English
jrose.matutina@as.corp.airliquide.com
82
Cecile MASCRE-SC
Uncategorized
Published
2025-07-30 11:08:49
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
21
2025-07-18 2:35:16
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs access to IPAM portal (IP Address Management tool). BEFORE YOU START: This portal is SSO, meaning that user´s Windows credentials are used to log in to IPAM. If ID or Password are incorrect, troubleshoot windows credentials from CARM Link to portal: https://ipam.apps.airliquide.com/ In case, any issue reported directly with the Portal, create an incident and assign it to GIO-NET-Metrology with BS: GIO-NET-Site Connectivity STEPS: User has to raise the GIO Catalog request using "[DHCP] Request IPAM Access rights" form Path: Home / All Catalogs / GIO Services / Site Infrastructure / Site Connectivity / [DHCP] Request IPAM Access rights LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a Catalog ItemExplanation: Guided user with MyIT corner request. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: User has successfully requested for access to IPA
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to upload supplier COA onto GideonsUnmatched expiry date between supplier COACan't export the supplier COAMissing function/s in supplier COA STEPS: 1. Check that the supplier cylinder analysis results same for the components. 2. Ensure the Batch Number should be uploaded as "BatchNumber_CylinderNumber" to make the individual analysis for each cylinder. 3. If the Batch No is having multiple cylinders, Each cylinder should have the same analysis results. It means one batch can have one analysis result. Sample: 1. Correct - Ex: BatchNo#1 Cyl#1 H2 =10.0 , BatchNo#1 Cyl#2 H2 =10.0 2. Incorrect - Ex: BatchNo#1 Cyl#1 H2 =10.0 , BatchNo#1 Cyl#2 H2 =12.0 LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Not able to edit RF1 Rates. POSSIBLE CAUSES: User function is not assigned. STEPS: Check if the User context for add Forex is available or not. SELECT * FROM CA_GROUP_USERS GU INNER JOIN CA_GROUP_FUNCTIONS GF ON GF.GROUP_ID = GU.GROUP_ID WHERE GU.USERID ='USERID' AND GF.FUNCTION_ID = 'F014053' LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - eAline Configuration Item: eApplication - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User cannot create project in ProjectAL Encountered an error while creating project Discrepancy / Unmatched project details STEPS: 1. Give permission to the drive location in PRODUCTION. Url: https://drive.google.com/drive/u/0/folders/0AOxCYyPrPC2WUk9PVA 2. Add PROJECTAL USER permission in AL Security. Note: If you need to modify user's access is AL Security (use KB0019046), please guide user to submit request from myITCorner Catalog > Applications > Business Application > GIDEONS > Gideons Account/Permission Request Request link: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=9a60c9a50f51cb00aca9c9cce1050ec0&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 3. Check if the google authentication popup is blocked in the browser. 4. If it is blocked please allow it and try again by giving the google credentials LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:South Africa ENTITY:BIS AMEI SYMPTOMS: User needs assistance to have the Webex Desktop Application installed. BEFORE YOU START: - Last year IT embarked on upgrading our VoIP telephony system from Shoretel to the Vodacom One Net Business application. Vodacom have advised that the One Net Application has now reached its end of life and will be replaced by Cisco WebEx for all Air Liquide users. For now One Net Application is still available, user can still use it until further information. KB0020193 - OneNet Business - requests or issues (AMEI - South-Africa) - Kindly note that the same One Net Username and Password credentials will be used for WebEx. Also please note for new users who require login credentials to the Telephony system -> please follow KB0048672 STEPS: Follow these steps to get started on the Desktop Application installation: 1. Download the new WebEx app here Please select to download the Windows (64 bit) Next, you will be prompted to enter your email address to complete the registration. The email address will be your 2787288xxxx@vodacom.com or 2787291xxxx@vodacom.com address previously sent to you 2. Login using your previous login details provided by Vodacom when using your old One Net Business application. Click Next 3. Enter your One Net Business password 4. If signed in correctly, the One Net Business with WebEx app will open If user faces an issue to access Cisco Webex, please follow KB0025680. LOGGING CATEGORISATION: Business service: BAMEI-ONENET-SSA Configuration item: Vodacom OneNet Business - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: One Net Business with WebEx app opening normally. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Export function not available Unable to Update Company Owner or Project Owner Unable to edit Company Contact details POSSIBLE CAUSES: The logged in user may be having a Sales Rep role. The sales rep may not associated with the logged in user. STEPS: Check sales rep has a default sales rep ID or not. Company contact can be updated only by the company owner, sales manager and the creator. Raise an incident and assign to relevant team for checking LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:Japan ENTITY:BIS APAC SYMPTOMS: User unable to login to P3 system using SSO.URL: https://p3.payroll.co.jp/epay/auth/select STEPS: P3 system is manage by local HR. Guide user to contact local HR below. ????? / Contact ： ???? HR???????? / HR Operations E-mail : jpalj-hr-sb-compben@airliquide.com Ref: https://sites.google.com/airliquide.com/jpalj-hr-info-site/top/p3-new-attendance-system LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guide user to contact local HR In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Guided user to contact local HR.
access, airliquide, com, corp, english, japan, jrose, matutina@as, muhdnursafwan, p3, p3 system, payroll, payroll system, payroll system japan, salehudin-sc, system
NaN
KB0018104
BLAC - DO already interfaced to GIDEONS thus status of stop has not updated correctly
English
jrose.matutina@as.corp.airliquide.com
18
Deepak HASANI-SC
Uncategorized
Published
2025-08-29 9:36:58
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
9
2025-08-29 9:34:17
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: DO already interfaced to GIDEONS thus status of stop has not updated correctly. STEPS: 1. Check the control flag of DO send to Gideons SELECT CONTROL_FLAG, * FROM BLAC.DELIVERY_ORDER WHERE DO_ID = 'xxxx' -- replace 'xxxx' with the actual DO_ID in question. 2. In case the Control_Flag is 9, DO has already been fully confirmed and the status reversal is to be done at Gideons. Check if there is a price for the product, if none, the reversal is correct 4. In case there is a price, however the status is not right, need to check if the Delivery Order was unconfirmed by user. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: choose the relevant Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs access to GTS Request to update / modify GTS access STEPS: Redirect user to My IT Corner, and assist with request. https://airliquide.service-now.com/myitcorner > search for GTS Account/Permission Request Path: https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D8ae206310f59cb00aca9c9cce1050ebf Advise user to mention on the request which Region and INV LOC (Inventory location) s/he should be assigned to. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Assisted user with GTS account creation request [request number] on My IT Corner. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
Gideons - Index out of range when try to access CFD
English
jrose.matutina@as.corp.airliquide.com
14
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 14:06:01
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BAR+ Customer Feedback
NaN
NaN
NaN
9
2025-08-11 14:03:33
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Index out of range when try to access CFD. STEPS: 1.Check whether user has 2 email address, if duplicate email addresses exist, then confirm with the user and remove the unnecessary email address from AL Security. 2.Ensure the email address should not be empty for that user. 3.Ensure that user should login with same email account which is updated in AL security LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
access, airliquide, cannot access cfd, cfd, com, corp, deepak, english, gideons, hasani-sc, index, jrose, matutina@as, no, no row at position 1, out, position, range, row, try, unknown, unknown error, when
NaN
KB0042946
Oracle - Project Detail Report
English
jrose.matutina@as.corp.airliquide.com
107
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:45
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
88
2025-05-01 7:23:47
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User is requesting for the Project Detail Report BEFORE YOU START: Have access to Project Enquiry/Manager STEPS: Select View > Request and click Submit a New Request Search by CUX PA Project Detail Report, put the Project Number and click OK Click Submit Check for the request and click View Output. A pop up will appear and request to Open/Save the file. Save the file and send to user. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Reporting issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Run the request and provide the report output to user TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user called asking how to access CMS/ LTCBS Windows BEFORE YOU START: Make user that access has been given via AL Security Note: To modify AL Security, user must submit a catalog request first. Please refer to KB0019046 (Manage Gideons Authorization Request). STEPS: Please advise the user that windows CMS/LTCBS is now disabledGuide the user to access the CMS web thru this link: http://gideons.apps.airliquide.com/ This is a single sign-on accessIn the Contract menu, Users can find all the features of LTCBS. Reminder: This is process will apply for Australia, China, India, Indonesia, Malaysia, New Zealand, Philippines, Singapore, Thailand, Taiwan and Vietnam only. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance issue Resolution Notes: Service Desk will advise the user that CMS/ LTCBS windows is already disabled and can be accessed through web instead. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, apac, cms, cms windows, com, corp, english, gideons, how, how to, jrose, ltcbs, matutina-sc, matutina@as, rose, software, windows
NaN
KB0049095
Printer issues - routing
English
jrose.matutina@as.corp.airliquide.com
381
Dennis ROSENKRANZ
Printing / Devices
Published
2025-07-30 12:30:07
6
GIO Service Desk
NaN
#########
NaN
BHC - VADE - Printing
NaN
NaN
NaN
254
2025-04-17 7:31:42
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NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with Printers mainly with Schülke legacy office network printers with names like VA-L-0003 Steps: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - Printing Category: Application Subcategory: Bug/Defect, or Functional / Technical Issue in case the application server is down Assignment group: BHC-VADE-Printing TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
GIDEONS - Unable to load Gideons_Bar.mdb file from Gideons_Bar.7z file
English
jrose.matutina@as.corp.airliquide.com
281
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-07-30 5:52:49
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
236
2025-05-01 9:56:15
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NaN
BAP-COE-GID-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User unable to load Gideons_Bar.mdb file from Gideons_Bar.7z file i.e such for error as below: POSSIBLE CAUSES: The Gideons_Bar file was not properly setup during new PC kitting process. BEFORE YOU START: Need to remote to user PC and perform install/uninstallation tasks using ADM rights STEPS: Delete the old Gideons_Bar.7z file from the desktop.Go to: \\jp-fstk2\it-support\S-PBLC\Kitting\Resource\51.Program_Setup\12.GIDEONSSetup\Gideons_Bar\Setup Run the Setup.bat file as admin Check the file after the installation complete. You might need to press enable macro when running Gideons_Bar.mdb file from Gideons_Bar.7z LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: Service Desk will assist the user to run the bar+ zip file TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: User is calling, because there is an issue with a firewall in the OT Box. Below there is an image of the OT Box and all of its components: Firewalls: (Number 1 on the picture) The 2 firewalls are located usually on top of the rack and they are positioned side by side STEPS: Open an incident ticket and assign to GIO-SEC-PSS-RUN-L2_L3. LOGGING CATEGORISATION: Business service: GIO - CS - OT.Box Configuration item: server name Category: Network Subcategory: Bug / Defect Assignment group: GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OCD Team
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Inquiries related to OPTI TOOLS (such as installation, access request): ODRAL OPTIPLANTOPTISTOCKOPTI-CSB STEPS: Refer to this link for information about OPTI Tools https://sites.google.com/airliquide.com/opti-tools/home If user needs access, advise to submit via google form: https://docs.google.com/a/airliquide.com/forms/d/e/1FAIpQLSedMdwI3vJDEubuHnQxptyNqh2EDnInBvWEkOFqlTiOqOIpCg/viewform For additional information, you may refer user to contact their OPTI Tool Champions: https://docs.google.com/spreadsheets/d/1Uh_K-va78zmVx13vBE0hTLdcpYWP6MER6C7ykzhAJ-E/edit?gid=0#gid=0 LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related lineExplanation: Guidance to OPTI Site In case of blank ESS Incident submitted by the user: Business service: ALZ - Production Asset Configuration Item: OPTI (Choose the relevant) Category: Application Subcategory: According to the case Assignment group: ALZ-AP-GCS-Production Asset-L2
GIDEONS - How to check the update records of TOP(take or pay) quantity or TOP price
English
jrose.matutina@as.corp.airliquide.com
13
Siti Noor WAHAB-SC
Uncategorized
Published
2025-07-30 5:52:40
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
9
2025-06-19 9:57:57
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NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: The user reported Quantity of TOP price is updated. BEFORE YOU START: Please make sure to include cust_no, prod_no, period the TOP quantity is updated and screenshot to the ticket before assigning to L1.5 STEPS: 1. Check TAKE_OR_PAY_AUDIT table to get audit records. SELECT TOP_PRICE,QUANTITY, * FROM TAKE_OR_PAY_AUDIT WHERE CUST_NO IN ('XIC646','XIC647','XIC648') ORDER BY CUST_NO,LOG_DTM Hostname is the user who updated it, and LOG_DTM is the time updated. 2. Share the records to the user. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
Gideons - CMS Window unable to generate ref invoice with tax
English
jrose.matutina@as.corp.airliquide.com
15
Julia RAMLAN-SC
Uncategorized
Published
2025-08-11 12:14:43
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
2
2025-08-11 12:13:23
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INC1379387
BAP-COE-GID-L2
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: CMS Window unable to generate ref invoice with tax POSSIBLE CAUSES: 1. Gideons version not up-to-date 2. SAP Crystal report not up-to-date BEFORE YOU START: Set appointment with user to remote to the machine/pc in order to check for Gideons and Crystal Report version STEPS: 1. Refer to this folder for up-to-date Gideons version: https://drive.google.com/drive/folders/1D7qjhAhRrxwYckGg4IL46SFqB-N27uUV Check Gideons version in user's machine/pc either as same as per latest patch or not: 2. Later check for SAP Crystal Report if available or not in user's machine/pc: You may uninstall from Control Panel > Uninstall or change a program and try to reinstall from the following URL: https://drive.google.com/drive/folders/1YFRn18NmnGmcGfXO_N-8UPPdMUCpKUjw 3. After completed, request user to try again and close the ticket once confirmed it is workable and no error. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Situation: Bug/Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Uninstall and reinstall back Gideons and Crystal Report TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5
Oracle - Oracle Account and Supplier Code Creation Failed
English
jrose.matutina@as.corp.airliquide.com
134
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-09-29 14:07:39
5
GIO Service Desk
NaN
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NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
110
2025-05-01 7:20:14
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GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: End user is calling in regards Oracle account and Supplier Code creation failed. STEPS: Get all the information from the user, before assign the ticket to resolver team. Detail's information of the new user for the creation process. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-APP-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Documentation Precautions and FAQs when replacing a PC for Japan users
English
jrose.matutina@as.corp.airliquide.com
33
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-08-11 11:05:09
4
GIO Service Desk
NaN
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NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
22
2025-08-11 11:02:27
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GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: Documentation Precautions and FAQs when replacing a PC for Japan users. They might need some manual to perform the task by themselves POSSIBLE CAUSES: PC replacement due to PC upgrade or replacing problem PC BEFORE YOU START: Check the device hostname. Check if any Request submitted, if related STEPS: Refer to below documentation (Only in Japanese) shared by Japan OSS PC??????????FAQ https://docs.google.com/document/d/1McQaMSosPwpnpdEPydT1JRhkgbpjGJxEuQXTiEpudC0/edit 01: ???PC??????? 102: MyITCorner??????？ 203: ??????????? 304: ???PC??????? 405: ??PC????? 406: ?????????? 4 Please refer the details in the documentation link for Japanese, and FAQs for English as below: Q: Will email, contacts, and access to Google Drive be migrated?A: Yes, please rest assured that your changes will be automatically reflected (migrated) when you continue to use your Kite (Google) account and log in to your PC. Q: What is Okta certification? Is Okta authentication required?A: It is one of the security measures introduced in 2023 and is a tool to confirm that the user of the PC is the correct user. Yes, Okta authentication is still required even after PC replacement/migration, so you will be able to use the PC after logging in after migrating to the new PC and performing Okta authentication using Windows Password or other apps. Q: Will bookmarks used in Chrome or Internet Explorer (Edge) be migrated?A: Bookmarks used in Chrome will be automatically migrated as you continue to use the same Kite account. However, since Internet Explorer (Edge) is a Microsoft product, it will not be automatically migrated. Please check the steps below and migrate by yourself. Q: Will the data on my current PC be migrated?A: (Important) No, the data on your current PC will not be automatically migrated!Many users save frequently used files on their desktops, but this data is not automatically migrated after replacing a new PC. We apologize for the inconvenience, but please save your files to the Google Drive space allocated to you. Q: Will the current settings for multifunction devices such as printers be migrated?A: (Important) No, the settings of the multifunction device you are currently using will not be automatically migrated! To set up the multifunction device, you must manually install and configure the driver for each multifunction device. Q: In the past, I had IT support temporarily grant me administrator privileges to use special software and equipment, but what should I do after migrating to a new PC?A: Please contact our service desk. Depending on the reason, we will temporarily grant you "administrator privileges" or perform the necessary work and support via remote support. Q: Can I continue to use the non-standard software I have been using (Microsoft Excel, Word, Powerpoint, etc.)? Also, will it be automatically installed on the new PC?A: (Important) No, your current non-standard software will not be migrated automatically! LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC hostname Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-FS-JAPAN-L2 ARTICLE TYPE: Assignment TEAM: OSS
GIDEONS Unable to update HandyTerminal master data
English
jrose.matutina@as.corp.airliquide.com
12
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:52:39
5
GIO Service Desk
NaN
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NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
6
2025-07-18 1:43:11
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GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User want to update HandyTerminal master data in Gideons but user has a lot of location access. Due to that, user unable to update HandyTerminal master data. User temporarily want to remove location access to update HandyTerminal master data in Gideons. BEFORE YOU START: Please ask user the location that they need to access. If possible, ask for the location code. STEPS: Open ALSecurity and select GIDEONS and Japan as countryClick on Security and select Security Manager Click on Users tab > Search for target user > Select target user > Click on Edit Click on Location tab and take screenshot of user current location access. Remove user's all location access, only leaving the location needed to update HandyTerminal master data. After that click on Save iconContact user and check with user when to restore the access. LOGGING CATEGORISATION: Business service: BAP HUB - GIDEONS Configuration Item: GIDEONS (APAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to update location in AL Security TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS APAC PURPOSE This document will be used to debug and fix the PR / GR / Invoice rejected by Remote Validation Process when attempted transfer from EPIC to Oracle. TARGET AUDIENCE Service Desk (L1 and L1.5 Teams) and Oracle CoE DESIGN FLOW ERRORS AND DEBUG STEPS ERRORUnable to derive SupplierROOT CAUSEVendor Name does not exist in Oracle or 2 suppliers exist by same nameSOLUTIONCheck and correct Vendor name for any spaces or case sensitive typos or add a dot "." to one supplier name if one is Inactive ERRORUnable to derive Supplier Site IDROOT CAUSE1) PO not processed in Oracle yet2) PO not processed in Oracle at the time of validation3) Chosen Vendor Site Name is Inactive in Oracle for the vendor4) "DEFAULT_SITE" is Inactive for the vendor5) "Send to COUPA" flag is not set as "Yes" for the "DEFAULT_SITE"SOLUTION1) Process the PO first by fixing its underlying issue2) Ask user to resubmit the PR as PO got processed later3) Check with user if site to be re-activated or user to use correct site4) Check with user if site to be re-activated or user to use correct site5) Set "Send to COUPA" flag as "Yes" for the "DEFAULT_SITE"User to resubmit the document after fixing above issue ERRORPR or PO Modification / Invoice rejected with error "Unable to derive PO Supplier"ROOT CAUSE 1) PO did not reach Oracle2) PO was not processed in Oracle 3) No site present for this supplier in the entity chosen SOLUTION 1) Check with EPIC COE Team to repush the PO to Oracle2) Fix the error in Oracle for this PO3) Run "CUX ALC COPY Only Missing Sites" to create the site >> Use the SQL in the SQL section of this KB to determine parameters Parameters : Supplier Number, Copy from entity, Copy to entity User to resubmit the document (PR/Invoice) after fixing above issue ERRORPR rejected as "Deriving COA - validate combination : - ORA-Value secured: XXXXXXXX"ROOT CAUSEOracle Cross validation Rule (CVR) blocks one of the COA SegmentsSOLUTION Based on error message, please check with user on its correctnessIf the segment (Say CC) is valid, amend the CVR to allow itIf the segment is invalid, if the PR type is OPEX, users to use correct CCIf the segment is invalid, if the PR type is PROJECT, update auto accounting lookup Use the CVR sql given at the end of this KB to find which CVR to amend ERRORPR rejected with "Value XX for the flexfield segment PROJECT does not exist in the value set AL_AFF_PROJECT"ROOT CAUSEProject was not setup in the Value Set AL_AFF_PROJECTSOLUTIONChoose the General Ledger Admin responsibility of that entityNavigate : Setup >> Financials >> Flexfields >> Key >> ValueInputs : General Ledger / Accounting Flexfield / AL_CONVERGENCE_COA / ProjectValue = Project Number; Translated Value = Project Number; Description=Project Name SQL FOR REFERENCE CVR select r.flex_validation_rule_name,r.error_message_text , DECODE(rl.include_exclude_indicator,'I','Include','E','Exclude') INCLD_OR_EXCLD , rl.concatenated_segments_low, rl.concatenated_segments_high, rl.creation_date, rl.last_update_datefrom apps.fnd_flex_vdation_rules_vl r, apps.fnd_flex_validation_rule_lines rlwhere 1=1and NVL(r.enabled_flag,'N')='Y'--and r.error_message_text like '%Correct%CC%LA [ALK]%'and r.application_id = 101and r.id_flex_code='GL#'and r.id_flex_num='50408'and include_exclude_indicator='E'and r.flex_validation_rule_name = rl.flex_validation_rule_nameand regexp_substr(:gl_account, '[^.]+', 1, 1) between NVL(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 1),'.'),'0') and NVL(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 1),'.'),'Z')and regexp_substr(:gl_account, '[^.]+', 1, 2) between NVL(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 2),'.'),'0') and NVL(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 2),'.'),'Z')and regexp_substr(:gl_account, '[^.]+', 1, 3) between NVL(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 3),'.'),'0') and NVL(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 3),'.'),'Z')and regexp_substr(:gl_account, '[^.]+', 1, 4) between NVL(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 4),'.'),'0') and NVL(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 4),'.'),'Z')and regexp_substr(:gl_account, '[^.]+', 1, 5) between NVL(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 5),'.'),'0') and NVL(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 5),'.'),'Z')and regexp_substr(:gl_account, '[^.]+', 1, 6) between NVL(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 6),'.'),'0') and NVL(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 6),'.'),'Z')and regexp_substr(:gl_account, '[^.]+', 1, 7) between NVL(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 7),'.'),'0') and NVL(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 7),'.'),'Z')and regexp_substr(:gl_account, '[^.]+', 1, 8) between NVL(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 8),'.'),'0') and NVL(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 8),'.'),'Z')and regexp_substr(:gl_account, '[^.]+', 1, 9) between NVL(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 9),'.'),'0') and NVL(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 9),'.'),'Z'); COPY SITES JOB - PARAMETERS SELECT s.segment1 venor_num, o.name from_entity, ss.vendor_site_codeFROM apps.ap_suppliers s, apps.ap_supplier_sites_all ss, apps.hr_operating_units owhere s.vendor_id = ss.vendor_id(+)and ss.org_id = o.organization_id(+)and s.segment1='VENDOR_NUMBER'and o.name like 'OU_CN%'and ss.attribute11='Y'and ss.inactive_date is null; TO DEBUG FURTHER / ERROR NOT LISTED ABOVE Get the DOC ID from EPIC COE Team for the document of concern in ticket. SELECT * FROM cux.cux_epic_debug_tab WHERE trans_id = AND trans_type = 'COA Validation' AND cdate = (SELECT MAX(CDATE) FROM cux.cux_epic_debug_tab WHERE trans_id = ) ORDER BY id; Then check for the word "FAILED" and then track the logs backwards to debug the issue. MEC PRIORITY GUIDELINE Please follow below guidelines to decide the priority during MEC 1) Number of users impacted if 1, it must be P4 2) Number of transactions impacted is less than 10, it must be P4 3) Number of transactions impacted is greater than 10, it must be P3 4) If supplier impacted is a critical supplier and if the amount due is within 1 week, then P2 REFERENCE(S) MEC Schedule Design Document LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: ApplicationSubcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE:
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User doesn`t receive any notifications from the Okta Verify application on his/her iOS mobile device. BEFORE YOU START: In order to authenticate when using any applications requiring Okta, the user can choose to confirm his/her identity through a push notification received on his/her smartphone from the Okta Verify app. If the user doesn't receive any notifications, it means his/her smartphone is blocking notifications from the app, whether by a security policy or an error during the configuration of the app. Please note: User must have a mobile device (Android or iOS) with the application Okta Verify installed, and with the device registered in the app. Set up OKTA on a first device (mobile): KB0027817 - OKTA - set up Okta Verify on mobile phone Add mobile device: KB0027826 - OKTA - How to set up Okta Verify on an additional mobile device (GLOBAL) STEPS: 1. Go to the settings menu on the iPhone and then go to the Notifications section. 2. In the Notifications user should see that the notifications for the Okta Verify app are marked as Off. Click on the Okta Verify section. 3. Click on the button to allow notifications for the Okta Verify app. 4. The notifications for the Okta Verify app are now activated. User can customize the settings but it is recommended to activate the "Time-sensitive notifications" to receive instantly the notifications from Okta. 5. User should now see that the notifications for the Okta Verify app are allowed. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment assistanceReason: Assisted user with activating Okta notifications on their iOS device. In case of blank ESS Incident submitted by the user:Ticket template to be used: GLOBAL - OKTA - information requestBusiness service: GIO - SEC - OKTAConfiguration item: OKTA - PRODCategory: ApplicationSubcategory: Support / AssistanceResolution Notes: Assisted user with activating Okta notifications on their iOS device.
Invoices created in Oracle payables are expected to be automatically validated. However , invoices may sometimes remain ina n Unvalidated status , preventing further processing such as payments or accounting. Why It Happens ? Validation process hasn't run yet.Invoices has a hold.Supplier settings are blocking auto-validation .Approval workflow is enabled but not completed. What You can Do ? Step 1 ; Check for Invoice Holds Open the Invoice Go to the "Holds" Tab If you see any active hold , take note of the reasonFix the issue and try again. a. Distribution Variance Hold Reason : Line amount ? Distribution total How to Resolve : Go to the Distribution tabmake sure line total matches the invoice line amount.correct any misallocations.Save and revalidate. b. Tax Variance Hold Reason : The tax amount on the invoice does not match the calculated tax based on tax rules How to Resolve: Open the Invoice > Tax details.Check if tax code and tax rate are correct.Adjust the tax line manually to match system calculationsave and revalidate. c. Amount Hold Reason : Invoice amount exceeds the PO amount . How to Resolve : Check the PO and the invoice amount.Adjust the invoice amount if its incorrect.If the invoice is correct , update the PO amount.Save and revalidate. How to Release a Hold ( Manually) Open the invoiceGo to Holds tabClick on the hold > Click Release (If available)If manual release is disabled , fix the root cause first like discussed in above points (a,b,c) Step 2 : Run the Invoice Validation Manually. If there are no holds but the invoice still not validated: Go to :view > requests> Submit a new requestChoose Single request and click OK.search for name "Invoice Validation".Fill require parameter : Operating Unit Invoice NumberClick Ok and submit .Wait for the request to complete with Status Normal , completed. Step 3 : Check Invoice Status Again. Open the invoice from invoice inquiry screen. Status should now show validated. Step 4: Invoices waiting for Approval : Invoices will not be validated until they are approved. open the InvoiceGo to the menu :Reports > View invoice approval historyA window will show the current approver or where its stuck. How to resolve : Wait for the approver to take actionIf its stuck , follow up with approver or AP team.If the approval workflow is not required , ensure the profile option AP: Use Invoice Approval Workflow is set to NO. Check if the Invoice status Validated after fixing the above common blockages. If still - Invoice keeps going on hold after fixing itInvoice validation request fails with errorWorkflow is stuck in approval status. Please raise a IT ticket with below details : Invoice NumberScreenshots of invoice and holdRequest ID of the invoice Validation program.
PREREQUISITES -Have access to SAP -Have access to SAP Configuration screen ____________________________________________________________________________________________________________________________________________________ 1) How to configure your language setup? Step 1: Open SAP Logon pad Step 2: Click Top left corner and select Options Step 3: In the left panel select SAP Logon Pad Options > General. Step 4: On the top of the main screen you can select the language. Step 5: Confirm and save by pushing the OK button. Step 6: Close SAP Logon Pad and SAP system. Step 7: Open SAP Logon Pad again and run the SAP system. _________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, change, corp, delungaro@am, english, gandolpho-sc, gui, how, juanpablo, language, luigi, sap, sap change language, sap language setup, setup, setup language on sap, software
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KB0014775
How to publish Articles in MyITCorner?
English
juanpablo.delungaro@am.corp.airliquide.c
44
Ferdinand ROCHAS-SC
Uncategorized
Published
2025-07-29 20:49:07
8
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
0
2025-01-16 13:30:36
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NaN
GIO-EUS-SD-GLOBAL-SDA
MyITCorner use Manage My Service (MMS/Servicenow) to display the Catalog of Services and the Knowledge Articles. Every IT Collaborator can ask to be a contributor of the base and address knowledge articles to End Users, with the possibility to segment the visibility by zone, by Language or by entity. Detailed user Guides and Tutorials are available for IT Users in the MMS Knowledge Base IT Knowledge, ITSM Processes. You can also visit this presentation if you're not an IT User, but you will need to get in contact with P&CI Team in order to get the right accesses. To know the process to publish and the Guidelines, please contact GIO Knowledge Management team (gio-knowledge-management@airliquide.com)
add, airliquide, article, articles, contribution, corp, delungaro@am, english, ferdinand, how, in, juanpablo, myitcorner, publish, rochas-sc, to add, within
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KB0022674
MIR INC0815107 - ARGP400001493 - Airgas PPM System Is Down (September 27th, 2021)
English
jude.starvin@am.corp.airliquide.com
16
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:20:37
33
Major Incident Reports
NaN
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NaN
GIO-CS-AMER-AWS Managed Account
NaN
NaN
NaN
9
2021-09-27 18:47:35
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GIO-CS-AMER-RETIRED-AWS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report ARGP400001493 - Airgas PPM System Is Down INC0815107 - September 27th, 2021 Timezone : GMT Total outage duration : Total outage duration: 12 Hour 15 Minutes Executive Summary Classification : Major business apps outage On September 27th, 2021 at 12:35 PM GMT, Airgas application team reported that PPM System was Down and Users could not get to the PPM web site - http://ppm.airgas.com. The incident cause was due to an AWS vendor infrastructure storage outage that affected 16 servers, only the PPM server application was found to be unrecoverable. The resolution of the incident was to recover the server in production utilizing data from backups. On September 27th, 2021 at 04:40 PM GMT, the incident was resolved, leading to a service disruption of 12 hour 15 minutes. Major steps leading to incident resolution1 September 27th, 2021 Time Zone: GMT Opened Mon, Sep 27, 8:35 AM EST (12:35 PM GMT) 12:35 PM - Airgas application team reported that PPM System Is Down and Users cannot get to the PPM web site 12:40 PM - TCS AWS team confirmed that the server SAAG-WEBBP02 is up for 30min. This was the wrong server given by DJ Curtis. The issue is with PPM application on SAAG-WEBBP01 10.198.139.13. This communicates with the database server, SAAG-SQLPP01. 12:40 PM – TCS AWS team confirmed, this is due to an issue that occurred in AWS cloud earlier earlier around 04:05 AM GMT (issue impacting EBS volumes in a single Availability Zone (USE1-AZ2) in the US-EAST-1 Region} 12:50 PM – Priority P1 ticket opened with AWS vendor (#8954791441) as the server is in a shutting down state. 01:07 PM – MMS Incident created - INC0815107 01:09 PM - AWS team has identified an issue with one volume on SAAG-WEBBP02. 01:12 PM - Discussed with Leena the list of Business Applications that are on this servers that can’t be down, looking to the future to prevent P1 issues on these applications by adding redundancy. 01:19 PM - AWS team is in process to stop the Server to detach the volumes. 01:26 PM - AWS team force stopped the Server. Need 3 to 4 min to detach the volumes. 01:31 PM - Cause updated by AWS Vendor - Starting at 6:41 PM PDT on September 26th, we experienced degraded performance for some EBS volumes in a single Availability Zone (USE1-AZ2) in the US-EAST-1 Region. The issue was caused by increased resource contention within the EBS subsystem responsible for coordinating EBS storage hosts. Engineering worked to identify the root cause and resolve the issue within the affected subsystem. At 11:20 PM PDT, after deploying an update to the affected subsystem, IO performance for the affected EBS volumes, which includes your EBS volume. We? are actively working to restore performance for your volume, and we will communicate the recovery status via the Personal Health Dashboard. 01:32 PM - AWS team has forcefully brought the server down and is doing the manual detach of the volume. Then they will reattach the volume and restart the server. 01:43 PM - TCS team taking a snapshot of the volume and will try to reattach it. 01:52 PM - TCS team unable to take snapshot to reattach the volumes. Checking with the EVS team for a workaround. 01:56 PM - TCS team verified that the last backup from this server is from 2:00 AM this morning. We will spin up a new VM using this backup. 01:59 PM - TCS team verified that this backup is no good because of the EBS volume issue. We are trying to see if we can use the DR replicated server. 02:03 PM - TCS team trying to recover backup with 26th 1am CST data. 02:05 PM - Last good AMI backup is 9/26 2:00 AM EST. Cloud Endure DR is from 02:49 PM - Still no update from AWS support. 02:07 PM - Eddie Paris has verified that both the DB and web server had no application changes made this weekend. 02:09 PM - AWS and AWS engineers can’t forcibly stop the server. 02:14 PM - This list of servers failed backups last night.1. SAAG-WEBBP02 - is up and running, verified by Eddie2. Saag-sqcdp01 - David Abrour, Jon is reaching out to him3. SAAG-CAGAP01 - is up and running, verified by Eddie4. SAAG-SQLPP02 - is up and running, verified by EddieRestored in new VM from AMI backup as of 9/26 11:00 PM EST. DR copy attempting from 9/27 1:00 AM, this failed due to snapshot corruption on volume. 02:50 PM - Still no updates from AWS. Anand has called but getting no response. 02:59 PM - Cloud Endure was recovered from 9/26 11:00 PM EST. 03:04 PM - Thomas Hahusseau from AWS TAM has joined the call. Vishal giving him a status. He will check with his backend team to get this instance shutdown so we can reuse the IP address. 03:38 PM - Thomas Hahusseau from AWS TAM has joined the call. Asks if the server was installed only in AWS. Asked if we tried to detach the elastic IP. We told him we don’t use it. Telling him we are trying to recover from AMI backup. 03:42 PM - DR copy was recovered to Virigina and we are good to restart the VM from 9/26 11:00 PM EST once we have the IP address. 04:01 PM - AWS team initiating removal of termination protection. 04:07 PM - AWS team has removed the termination protection. 04:09 PM - AWS team confirmed that server is terminated. 04:10 PM - AWS team confirmed that Network interface is released, and we are good to go with cloud endure AMI backup as of 9/26 11:00 PM EST. 04:20 PM - Server is up from SolarWinds 04:22 PM - AWS team confirmed that the server is up. Still need a few min to do some checks. 04: 30PM - AWS team validating server and Divyesh has asked that the application team do server validation. 04:39 PM - AWS team confirms all looks good. Eddie also reporting that so far all is looking good. 04:40 PM - Leena confirms all looks good. Initial root cause The primary root cause was the server SAAG-WEBBP01 went to shutting down state due to AWS storage issue impacting EBS volumes in a single Availability Zone (USE1-AZ2) in the US-EAST-1 Region. AWS support engineer was needed to resolve the issue. Actions plan Was there a notification from AWS that there was an EBS Volume issue? - TCS No, TCS AWS team is exploring the options to get such notifications Raise with Application Owners to add redundant server - App team Detailed RCA from AWS vendor - GIO Validate CS AWS escalation path and process - GIO & TCS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042833. Airgas problem ticket: ARGP400001493. AWS Vendor ticket: #8954791441.
MIR INC0935469 - AWS - Devices HHC cannnot connect to server awarenet (May 3rd, 2022)
English
jude.starvin@am.corp.airliquide.com
1
David ALBIZURI
Uncategorized
Published
2023-02-06 13:44:32
9
Major Incident Reports
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GIO - SEC - Secure Remote Access
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NaN
0
2022-05-03 14:46:53
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INC0935469
ALZ-NAM-Awarenet-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AWS - Devices HHC cannnot connect to server awarenet INC0935469 - May 3rd, 2022 Timezone : GMT/CT/GMT+2/ Total outage duration : 2 Hours 36 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
MIR INC1039805 - Urgent: adc-al-lnx72 is showing erratic behavior (October 21st, 2022)
English
jude.starvin@am.corp.airliquide.com
1
John SANCHEZ
Uncategorized
Published
2023-04-05 15:00:47
21
Major Incident Reports
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5.00
GIO-CS-AMER-IaaS Linux VM Private Managed
NaN
NaN
NaN
0
2022-10-21 3:55:12
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INC1039805
GIO-CS-AMER-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report INC1039805 - adc-al-lnx72 is showing erratic behaviour – 20th Oct'22 Time zone: GMT Total outage duration: 1 Hour 39 Mins Executive Summary Classification: Major business Apps outage On October 20th, 2022, at 23:43 GMT, An issue was reported impacting the ability to transfer files to financial institutions in the Latin America region. Once the issue was reported, the technical teams identified the technical issue blocking the process. The resolution of the incident consisted in establishing the needed connectivity for the file transfer to occur. This occurred after business hours local time. The delay in transfer caused no business impact. On October 21st, 2022 at 01:45 AM GMT, the incident was resolved, leading to a service disruption of 1 hour 39 minutes. Major steps leading to incident resolution Time Zone: GMT October 20th, 2022 23:43 – Incident INC1039805 was logged and assigned to GIO-EUS-SD-AME-L1 October 21st, 2022 00:06 – Incident INC1039805 was assigned to GIO-CS-AMER-UNIX-L2 00:26 – DBA Team reported issue with host file transmission. 00:35 – Found flow missing from adc-al-lnx72, Jon Stevens corrected the Flow from the AWS side. 00:59 – TCS Unix team unmounted old CIFS share and proposed adc-al-lnx72 server reboot 01:05 - TCS Unix team rebooted the server with approval. 01:27– Priority of the incident was increased to P1 01:33 – INCTSK0042871 was raised and assigned to security team GIO-SEC-PSS-OCD-L2 to allow the flow from the Ashburn firewall 1:34 - Security team requested TCS Unix team to test the CIFS mount. 1:35 – TCS Unix team informed telnet was not working between Source and destination. 1:35 - Security team allowed Ports from Sources (10.192.24.61) to Destination (10.198.153.22). Ports 139 and 445 1:36 – TCS Unix team Mounted CIFS. 1:45 - Application team confirmed that the issue is resolved. Initial root cause The primary root cause was flows were missing from Adc-Al-Lnx72 to Cor-Fs-02 server and this impacted the host file transmission. Action plan Question application shares pre and post migration - GIO/TCS/Project Team Identify correct application accesses as part of migration – GIO/TCS/Project Team Look to migrate from windows fileshares to application server process, NAS to remove Single Point of Failure – GIO/TCS/Project Team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket: Problem ticket: PRB0043797
E-Capex - Request for e-Capex access, Unable to login eCapex
English
julia.ramlan@as.corp.airliquide.com
206
Julia RAMLAN-SC
Uncategorized
Published
2025-08-20 10:53:03
5
GIO Service Desk
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NaN
BAP - HUB - Oracle - E-CAPEX
NaN
NaN
NaN
146
2025-08-20 10:50:33
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NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: While access the eCapex link, user gets an error message. POSSIBLE CAUSES: 1) The employee record is not present in eCapex 'Employee Master' list.2) If the record has exist for user in eCapex but cant login, the employee date has been ended. BEFORE YOU START: Login to the following URL and select "eCapex Production": https://sites.google.com/airliquide.com/e-capex/home STEPS: 1) Advise user to first contact the local country controllers if the record exists in the employee master. The Country Controllers can add or end date employees in eCapex. 2) If the record exists and cant login, check employee end date and extend if require. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPP - ECAPEX Configuration item: E-CAPEX - PROD Category:Application Subcategory: Access/Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5, if Application is unable to resolve it they will assign it to BAP-COE-ECAPEX-L2 Resolution Notes: Update the end date if require TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: APAC ENTITY: SYMPTOMS: Vendor/Supplier unable to login Coupa Supplier Portal (CSP) POSSIBLE CAUSES: Incorrect URL or password BEFORE YOU START: N/A STEPS: 1. Confirm the URL use that the vendor/supplier access. Make sure the they access to the correct URL: https://supplier.coupahost.com/sessions/new 2. No Okta authentication require for them to access this URL 3. If they forgot the password, the vendor can request to reset password at "Forgot your password?" 4. If reset password is failed, advise them to contact Coupa Support through "Chat with Coupa Support" LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - EPIC Configuration item: (if applicable) Situation: Incident Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: *remove if article is not an FCR* TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
EPIC Unable to find supplier which has been created in Oracle
English
julia.ramlan@as.corp.airliquide.com
20
NaN
Uncategorized
Published
2025-07-08 5:14:23
3
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
5
2025-07-08 5:14:16
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NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: The supplier has been created in Oracle but user unable to search the same supplier in EPIC/COUPA EPIC/COUPA Unable to find supplier which has been created in Oracle POSSIBLE CAUSES: The setting Send to Coupa = No in Oracle Payables > Suppliers. BEFORE YOU START: Require access to Oracle Payables > Suppliers to verify the supplier status in Oracle STEPS: 1. Search the supplier in Oracle Payables > Suppliers, for example: Supplier number 145813. 2. Identify setting Send to Coupa, require setting as Yes in order synchronize the information to EPIC/COUPA. For this example, shows Send to Coupa is No. 3. Update the setting for Send to Coupa to Yes. 4. Once the setting has been change accordingly in Oracle, user can search again the supplier in EPIC/COUPA. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Subcategory: Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 Resolution Notes: Update the setting for Send to Coupa to Yes. ARTICLE TYPE: Temp field to be used until drop down is created for FCR TEAM: L1.5
Gideons - Set up a new function in credit/debit note workflow
English
julia.ramlan@as.corp.airliquide.com
14
Julia RAMLAN-SC
Uncategorized
Published
2025-07-18 5:16:21
5
GIO Service Desk
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NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
3
2025-07-18 5:13:03
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GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Unable to proceed transaction as no menu function available. Example: INC1579461 This is only applicable for Gideons credit/debit note workflow POSSIBLE CAUSES: No menu function available. BEFORE YOU START: Identify if the function available for the entity/country. STEPS: Advise user to raise request: Set up a new functionhttps://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=00e14cd1db604c94459b890b06961901&searchTerm=gideons Make sure user provide the related information for the update. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Situation: Availability Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Advise to raise above catalog request TICKET TYPE: Temp field to be used until drop down is created for Request ARTICLE TYPE: Temp field to be used until drop down is created for Assignment TEAM: Temp field to be used until drop down is created for L1.5
airliquide, com, corp, credit, debit, english, function, gideons, julia, new, note, ramlan-sc, ramlan@as, set, set up a new function, up, workflow
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KB0042710
Servitrax Europe Monthly Extract
English
julian.regy@am.corp.airliquide.com
45
Julian REGY
Uncategorized
Published
2025-07-29 1:29:12
7
IT Knowledge
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NaN
NaN
NaN
NaN
NaN
0
2024-11-19 18:09:23
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NaN
ALZ-EU-GCS-Returnable Assets-L2
Please follow below process to manage Monthly extract for Servitrax Europe. This action has to be done every 6th of the month after 10am (Paris time) Open an Adhoc and follow the steps: 1. With URL: https://login.airliquide.com/home/amazon_aws/0oa7zfwmpzwV9UovN417/272 2. Select the role BIG-ALS_SGG_AWS-POSSVX_PR 3. Open service then stockage and S3 4. Scroll down the screen and tape traces in the searching field, then click on al-ae-servitrax-archived-traces-and-logs-prd 5. Click on the Affiliate_Monthly_Extract and then choose the year and the month you need. 6. Select an extraction file and click on the Download button. Repeat this operation for all extraction files 7. Once they are all downloaded, open the drive, tape MONTHLY EXTRACT, youll find the folders from the past years and the actual one plus the contact list to send the different extracts. Create a folder with the new year if it is needed . 8. Click on the folder you need (for example 2023), create a new folder named as the month you need (for example February) and then swipe all your extracts files in it. 9. Right click and share each extracts at each concerned people. Check the contacts list to see which co worker needs the extracts affiliate, and the message to write with it. For example lets take the first one Extract_ALD_HC_04022023.gz Right click and share, look at the Contacts list, and share to co-worker who needs it. Share the message as well. 10. Once you shared all the 13 extracts, tape Yes on the cell Share in the Contact List. End of the process
Tranfer of DN could not be done for technical reason & "SeCOS error : ORA-12170"
English
julian.regy@am.corp.airliquide.com
4
Julian REGY
Uncategorized
Published
2025-07-29 1:29:10
7
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
1
2024-12-16 13:30:31
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NaN
ALZ-EU-GCS-Returnable Assets-L2
If we receive tickets with the next error messages: "Tranfer of DN could not be done for technical reason""The transfer of the delivery note is not available for technical reasons.""BL transfer is not possible due to a technical issue", so transfers via Servitrax - SAP interface is not working.""DN transfer is not available due to a technical issue" The service Servitrax Connectivity Service has to be running. The problem may be due to the Secos being stopped, run the next procedure If the Secos is running, please, contact to L3 team as soon as possible
When a handheld is repaired and sent back from the technical service, users will receive a device which should work not only at hardware level but also at software level: all the configurations (GPRS and WiFi settings, security options, etc) should have been set and the apps (SVX, MobiControl, etc) should have been installed on it. In addition to this, the policies made in MobiControl to control some features should have been applied as well. However, sometimes you will need to modify some of these settings, reinstall an application or perform some other changes on the handheld, but you will find that this is not possible as one of the policies blocks the access to the settings and apps. Once in the MobiControl portal, look for the handheld by its IMEI or serial number, and then click on it to open its details page. option 1: You can revoke the policy which is blocking this, so you can get full access to all the features of the handheld and then proceed to do the changes you need. Click on the Configurations tab and look for the “Feature + application control” profile, and then click on the three dots icon on the left. On the new screen click on the Revoke Profile option (you can also refresh the screen so it can show the current status) and the handheld will revoke it, showing all the apps and providing access to the settings. Now you have full access to the settings of the HH and to all the applications like the file browser, etc. option 2 (If Option 1 is missing): Send a script to the handheld: Select “Activate AdminMode Mobicontrol” and press “ENVIAR SCRIPT” button You will then have access to all the settings and apps of the handheld. Don´t forget to send “Deactivate AdminMode Mobicontrol” script when you finish so that the user got only access to the authorized applications.
Step 1: Make Sure the following profile is installed. For Europe: TC75 TC77 For Canada TC75 TC77 If the above not installed properly, revoke the profile and then reinstall it again using the following Keep only the Servitrax WIFI in saved status. Others should not be saved as below by clicking the FORGET button.
Delete DN and DN Line in a Shipment When the DN header biz id is given select * from DN_HEADER where BIZ_ID = '13819049'; select * from DN_LINE where DN_ID = 1317747; check below table records related to DN bizid should be empty. No records in DN_HEADER_DISCREPANCY, DN_LINE_2_ASSET, DN_LINE_2_UNIDENTIFIED_ASSET select * from DN_HEADER_DISCREPANCY where ID = 1317747; select * from DN_LINE_2_ASSET where DN_LINE_ID = 2862093; select * from DN_LINE_2_UNIDENTIFIED_ASSET where DN_LINE_ID = 2862093; Update the below tables begin transaction update DN_LINE set IS_DELETED = 1 where ID = 2862093; update DN_HEADER set IS_DELETED = 1 where ID = 1317747; commit transaction When some line has problem with the ERP and the user request delete it, we can verify if its possible with the following script: The Client provided the Biz_Id of the line with the problem, for this example is 12845136_DOF Use the following script: use AWARENET_AR_BOS Declare @DNBiz_ID Varchar(20) = '12845136_DOF'; Declare @DNID Int; --Table(ID int); Declare @SHPID Int; Set @DNID = (select DN_ID from DN_LINE where BIZ_ID = @DNBiz_ID); Set @SHPID = (Select SHP_ID from DN_HEADER where ID = @DNID); select '' as 'SHIPMENT', * from SHIPMENT where ID = @SHPID; select 'Delivery Note' as 'DN HEADER', * from DN_HEADER where ID = @DNID; Select 'Line' as 'LINES ASSOCIATED WITH THE DN HEADER', * from DN_LINE where DN_ID = @DNID; select 'Assign -1 to Is_Deleted FIeld' as 'LINE TO DELETE', * from DN_LINE where BIZ_ID = @DNBiz_ID; --check if the line is associated with any asset. select 'SHOULD BE EMPTY' as 'ASSETS ASSOCIATED 1', * from DN_LINE_2_ASSET where DN_LINE_ID = @DNID; select 'SHOULD BE EMPTY' as 'ASSETS ASSOCIATED 2', * from DN_LINE_2_UNIDENTIFIED_ASSET where DN_LINE_ID = @DNID; select 'SHOULD BE EMPTY' as 'ASSETS ASSOCIATED 3', * from DNL_2_DISTRIBUTION_DISCREPANCY where DN_LINE_ID = @DNID; select 'SHOULD BE EMPTY' as 'ASSETS ASSOCIATED 4', * from DNL_ASSIGNMENT where DN_LINE_ID = @DNID; select 'SHOULD BE EMPTY' as 'ASSETS ASSOCIATED 5', * from DNL_PREASSIGNMENT where DN_LINE_ID = @DNID; -- if no asset associated then change the is_deleted to 1 --begin transaction --update [DN_LINE] set IS_DELETED = 1, modification_date = getutcdate(), modification_user = 850 where ID = @DNID; --commit transaction --rollback transaction
Update Asset Location (Relocation Assets) use AWARENET_AR_BOS Declare @AssetsToUpdate table (ID int); Declare @AssetsEID table (ID int); Declare @NewLocation Int = '107615'; insert @AssetsToUpdate(ID) values ('437079'); insert @AssetsEID(ID) select top(10) ID from ASSET_EVENT where ASSET_ID in (select ID from @AssetsToUpdate) order by ID desc begin transaction update [ASSET] set LOCATION_ID = @NewLocation, MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = 850 where ID in (Select ID from @AssetsToUpdate) Update [ASSET_EVENT] set LOCATION_ID = @NewLocation where ID in(select ID from @AssetsEID) commit transaction 107615 corresponds to the new location for the asset, is the ID from the Location in the LOCATION table. '437079' Corresponds to the Asset_ID, the ID of the asset to be modified from the ASSET table. select top(10) ID with this option we update only the first 10 registries in the Asset_Event table to be aligned with the reports and we avoid updating all the registries in the asset_event table corresponding to this asset. Asset Flow Mexico select * from bos.user where login = 'Ronan';--select * from bos.user where id = 810;--select * from bos.location where biz_ID = 'CLI_585940';--select * from bos.location where organization_id = 1484;--select * from bos.location where biz_ID = '"CLI_675829"';--select * from bos.ASSET where location_id = 1958;select * from bos.organization where id = 381;select * from bos.organization where biz_id = 'CLI_675829'--select * from bos.location where organization_id = 2544;--select * from bos.ASSET where SERIAL_NUMBER = '31908856';--select * from bos.asset where id = 18907;--select * from bos.ASSET_EVENT where ASSET_ID in (18907) order by ID desc;--select * from bos.ASSET where SERIAL_NUMBER = '6074667Y';--select * from MANUFACTURER where ID in (15,29,38, 59)--select * from location where CAPTION like '%MARTELA%';--select * from location where DESCRIPTION like '%SUCURSAL ROSARIO%'; --select ID from @AssetsToUpdate; --select id from @AssetsEID; --select * from ASSET_EVENT where ASSET_ID = 402999 order by ID desc; --Select * from ASSET_EVENT where [ASSET_EVENT].ID in (select ID from @AssetsEID) begin transaction update bos.ASSET set LOCATION_ID = 3308, MODIFICATION_DATE = LOCALTIMESTAMP, MODIFICATION_USER = 38 where ID = 18907; Update bos.ASSET_EVENT set LOCATION_ID = 3308 where ID in(995177); commit transaction
Inventory validation error It happens when we try to validate the inventory. Appear a message with the following information: To solve this problem we must use the following steps and query: We need to delete the scrapped asset from the inventory_Batch_2_Asset table. We need to know which inventory ID has the problem, for that the user provides the Biz_ID value (Exp. 2023_05_BAI ). In order to delete the inventory batch, you need to validate the field validation_date_utc (it would be empty or null) Select * FROM INVENTORY_BATCH where BIZ_ID = '2023_05_BAI We use a Select statement to know which Inventory_Batch_2_asset its necessary to delete, for that, we use the Inventory ID and the asset ID shows in the error screen. The asset_ID is the ID in the asset table. Select * from INVENTORY_BATCH_2_ASSET where INVENTORY_BATCH_ID in (3919, 3920, 3921, 3922, 3923, 3924, 3925, 3926, 3928) and ASSET_ID = 204250; With this information, we can proceed to delete the inventory_batch_2_asset with problem using the following script: begin transaction update INVENTORY_BATCH set VALIDATION_DATE_UTC = GETUTCDATE(), USER_ID = 810 where ID = 3928; commit transaction begin transaction delete from [INVENTORY_BATCH_2_ASSET] where INVENTORY_BATCH_ID = 1667 and ASSET_ID = 148571; commit transaction In case that another asset has a problem, we repeat the procedure with the same ID Batch and the new scrapped asset ID.
Update Asset Attributes like "Product and Container Product"
English
julian.regy@am.corp.airliquide.com
59
Alberto URBINA
Uncategorized
Published
2025-07-28 18:30:27
8
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
5
2025-02-26 18:20:51
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ALZ-EU-GCS-Returnable Assets-L2
Update single asset Product and Container Product use AWARENET_AR_BOS Declare @AssetsToUpdate table (ID int); Declare @AssetsEID table (ID int); insert @AssetsToUpdate(ID) values ('169925'); insert @AssetsEID(ID) select top(10) ID from ASSET_EVENT where ASSET_ID in (select ID from @AssetsToUpdate) order by ID desc begin transaction update [ASSET] set container_product_id = 983, product_id = 983, MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = 850 where ID in (Select ID from @AssetsToUpdate) update [ASSET_EVENT] set container_product_id = 983, product_id = 983 where ID in(select ID from @AssetsEID) commit transaction '437079' Corresponds to the Asset_ID, the ID of the asset to be updated from the ASSET table. select top(10) ID with this option we update only the first 10 registries in the Asset_Event table to be aligned with the reports and we avoid updating all the registries in the asset_event table corresponding to this asset. 983 correspond to the ID of the new Products to assign Update Multiple asset Product and Container Product use AWARENET_AR_BOS --select * from ASSET where SERIAL_NUMBER in ('22231198344', '22231198401'); --select * from ASSET_EVENT where ASSET_ID in ('506788'); --select * from ASSET_EVENT; --select * from MANUFACTURER where ID = 100; --select * from MANUFACTURER where CAPTION = 'RES MED'; --select * from PRODUCT where BIZ_ID = 'BUM37217'; --select * from PRODUCT where ID = 20; Declare @AID int; Declare @AssetsToUpdate table (ID int); Declare @AssetsEID table (ID int); insert @AssetsToUpdate(ID) values ('506788'), ('506787'), ('506770'), ('506779') DECLARE AID_cursor CURSOR FOR SELECT ID FROM @AssetsToUpdate OPEN AID_cursor; -- Perform the first fetch and store the values in variables. -- Note: The variables are in the same order as the columns -- in the SELECT statement. FETCH NEXT FROM AID_cursor INTO @AID; -- Check @@FETCH_STATUS to see if there are any more rows to fetch. WHILE @@FETCH_STATUS = 0 BEGIN insert @AssetsEID(ID) select top(1) ID from ASSET_EVENT where ASSET_ID = @AID -- This is executed as long as the previous fetch succeeds. FETCH NEXT FROM AID_cursor INTO @AID;; END CLOSE AID_cursor; DEALLOCATE AID_cursor; --insert @AssetsEID(ID) select top(1) ID from ASSET_EVENT where ASSET_ID in (select ID from @AssetsToUpdate) order by ID desc --select top(1) ID from ASSET_EVENT where ASSET_ID in (select ID from @AssetsToUpdate) group by ID order by ID desc select * from ASSET where id in (select ID from @AssetsToUpdate); --Select * from ASSET_EVENT where [ASSET_EVENT].ID in (select ID from @AssetsEID); begin transaction update [ASSET] set container_product_id = 830, product_id = 830, MODIFICATION_DATE = GETUTCDATE(), MODIFICATION_USER = 810 where ID in (Select ID from @AssetsToUpdate) update [ASSET_EVENT] set container_product_id = 830, product_id = 830 where ID in(select ID from @AssetsEID) commit transaction Asset Flow Mexico/South Africa Linked excel sheet: https://docs.google.com/spreadsheets/d/13vgv3QBx2_3306vDtse1Y3Ox1qWAnfyd/edit?gid=899473379#gid=899473379 Google sheet up to column AM. Row order number created in column AN Column AO sql script bring existing asset current asset information.: column AQ-AXexample: select *from () Lorder by OrderNumber select *from (select 1 as OrderNumber, a.id as asset_id, i.electronic_identifier, p.id as Asset_product_id, p.biz_id AS Asset_ProductBizID, p.caption as Asset_ProductCaption, a.modification_date as Asset_ModificationDate, a.modification_user as Asset_ModificationUser from bos.asset_identifier i inner join bos.asset a on i.asset_id = a.id inner join bos.product p on a.product_id = p.id where i.electronic_id_type_id = 1 and i.electronic_identifier = 'E004015301F5A7E3'union all select 2 as OrderNumber, a.id as asset_id, i.electronic_identifier, p.id as Asset_product_id, p.biz_id AS Asset_ProductBizID, p.caption as Asset_ProductCaption, a.modification_date as Asset_ModificationDate, a.modification_user as Asset_ModificationUser from bos.asset_identifier i inner join bos.asset a on i.asset_id = a.id inner join bos.product p on a.product_id = p.id where i.electronic_id_type_id = 1 and i.electronic_identifier = 'E0040153020B0EBF'union all select 3 as OrderNumber, a.id as asset_id, i.electronic_identifier, p.id as Asset_product_id, p.biz_id AS Asset_ProductBizID, p.caption as Asset_ProductCaption, a.modification_date as Asset_ModificationDate, a.modification_user as Asset_ModificationUser from bos.asset_identifier i inner join bos.asset a on i.asset_id = a.id inner join bos.product p on a.product_id = p.id where i.electronic_id_type_id = 1 and i.electronic_identifier = 'E004015301F5DE08'union all select 4 as OrderNumber, a.id as asset_id, i.electronic_identifier, p.id as Asset_product_id, p.biz_id AS Asset_ProductBizID, p.caption as Asset_ProductCaption, a.modification_date as Asset_ModificationDate, a.modification_user as Asset_ModificationUser from bos.asset_identifier i inner join bos.asset a on i.asset_id = a.id inner join bos.product p on a.product_id = p.id where i.electronic_id_type_id = 1 and i.electronic_identifier = 'E004015301F6DE35'union all select 5 as OrderNumber, a.id as asset_id, i.electronic_identifier, p.id as Asset_product_id, p.biz_id AS Asset_ProductBizID, p.caption as Asset_ProductCaption, a.modification_date as Asset_ModificationDate, a.modification_user as Asset_ModificationUser from bos.asset_identifier i inner join bos.asset a on i.asset_id = a.id inner join bos.product p on a.product_id = p.id where i.electronic_id_type_id = 1 and i.electronic_identifier = 'E00401530211CBD4'union all select 6 as OrderNumber, a.id as asset_id, i.electronic_identifier, p.id as Asset_product_id, p.biz_id AS Asset_ProductBizID, p.caption as Asset_ProductCaption, a.modification_date as Asset_ModificationDate, a.modification_user as Asset_ModificationUser from bos.asset_identifier i inner join bos.asset a on i.asset_id = a.id inner join bos.product p on a.product_id = p.id where i.electronic_id_type_id = 1 and i.electronic_identifier = 'E004015302176FC5') Lorder by OrderNumber Column AY sql script bring existing asset last event information.: column AZ-BDexample: select *from () Lorder by OrderNumber select *from ( select OrderNumber,LastAssetevent_id, LastAssetevent_product_id,LastAssetevent_ProductBizID,LastAssetevent_ProductCaption from (select 1 as OrderNumber, e.Id as LastAssetevent_id, e.product_id as LastAssetevent_product_id, p.biz_id AS LastAssetevent_ProductBizID, p.caption as LastAssetevent_ProductCaption from bos.ASSET_EVENT e inner join bos.product p on e.product_id = p.id where asset_id = 17864 order by e.creation_date desc limit 1)tunion all select OrderNumber,LastAssetevent_id, LastAssetevent_product_id,LastAssetevent_ProductBizID,LastAssetevent_ProductCaption from (select 2 as OrderNumber, e.Id as LastAssetevent_id, e.product_id as LastAssetevent_product_id, p.biz_id AS LastAssetevent_ProductBizID, p.caption as LastAssetevent_ProductCaption from bos.ASSET_EVENT e inner join bos.product p on e.product_id = p.id where asset_id = 17050 order by e.creation_date desc limit 1)tunion all select OrderNumber,LastAssetevent_id, LastAssetevent_product_id,LastAssetevent_ProductBizID,LastAssetevent_ProductCaption from (select 3 as OrderNumber, e.Id as LastAssetevent_id, e.product_id as LastAssetevent_product_id, p.biz_id AS LastAssetevent_ProductBizID, p.caption as LastAssetevent_ProductCaption from bos.ASSET_EVENT e inner join bos.product p on e.product_id = p.id where asset_id = 17095 order by e.creation_date desc limit 1)tunion all select OrderNumber,LastAssetevent_id, LastAssetevent_product_id,LastAssetevent_ProductBizID,LastAssetevent_ProductCaption from (select 4 as OrderNumber, e.Id as LastAssetevent_id, e.product_id as LastAssetevent_product_id, p.biz_id AS LastAssetevent_ProductBizID, p.caption as LastAssetevent_ProductCaption from bos.ASSET_EVENT e inner join bos.product p on e.product_id = p.id where asset_id = 15117 order by e.creation_date desc limit 1)t ) Lorder by OrderNumber Column BE sql script bring last asset product based on last filling.: column BF-BIexample: select *from () Lorder by OrderNumber select *from ( select OrderNumber,LastFull_product_id, LastFullProductBizID, LastProductCaption from (select 1 as OrderNumber, p.id as LastFull_product_id, p.biz_id AS LastFullProductBizID, p.caption as LastProductCaption from bos.ASSET_EVENT e inner join bos.product p on e.product_id = p.id where e.asset_id = 17864 and e.event_type_id = 5 order by e.creation_date desc limit 1) tunion all select OrderNumber,LastFull_product_id, LastFullProductBizID, LastProductCaption from (select 2 as OrderNumber, p.id as LastFull_product_id, p.biz_id AS LastFullProductBizID, p.caption as LastProductCaption from bos.ASSET_EVENT e inner join bos.product p on e.product_id = p.id where e.asset_id = 17050 and e.event_type_id = 5 order by e.creation_date desc limit 1) tunion all select OrderNumber,LastFull_product_id, LastFullProductBizID, LastProductCaption from (select 3 as OrderNumber, p.id as LastFull_product_id, p.biz_id AS LastFullProductBizID, p.caption as LastProductCaption from bos.ASSET_EVENT e inner join bos.product p on e.product_id = p.id where e.asset_id = 17095 and e.event_type_id = 5 order by e.creation_date desc limit 1) t ) Lorder by OrderNumber Update statements are in column BJ and BK update bos.asset set product_id = 2989, MODIFICATION_DATE = now(), MODIFICATION_USER = 1 where ID = 17864; update bos.ASSET_EVENT set product_id = 2989 where ID = 635093;
Still allowed servitrax activities even Pallet or basket sinked
English
julian.regy@am.corp.airliquide.com
1
Julian REGY
Uncategorized
Published
2025-07-29 1:29:17
5
IT Knowledge
NaN
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2024-08-07 14:55:55
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ALZ-EU-GCS-Returnable Assets-L2
It is a known bug for pallets or baskets. Currently no workaround or solution yet.Only physically you can do this.Step1Remove the existing barcode from the pallet or basket.Step 2Put a red tag on it to show it is damaged, scrap, etc.
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'Air Liquide Services. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 29/11/2017 Marie-Astrid GERBIER Gladys RENAULT 27/03/2018 27/03/2018 François RENAULT 09/03/2018 2 Cyrille COGNEVILLE 07/02/2019 Marie-Astrid GERBIER 26/02/2019 François RENAULT 12/02/2019 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 3 2 FIELDS OF APPLICATION 3 3 DEFINITIONS 3 4 REFERENCES AND ASSOCIATED DOCUMENTS 3 5 COMPETENCY REQUIREMENTS 3 6 ORACLE DATABASE ARCHITECTURE 4 6.1 General Server Cartography 4 6.2 Oracle engine binaries storage 4 6.3 Database storage 4 6.4 Archivelog storage 5 6.5 Backup storage 5 6.6 Exploitation storage 5 6.7 Options and packages Oracle 5 7 BACKUP PROCESSES 7 7.1 Full Backups 7 7.2 Archivelog Backups 7 7.3 Delete obsolete backups 7 7.4 RMAN Configuration 8 8 MONITORING PROCESSES 9 9 SERVITUDES PROCESSES 12 9.1 Gather dictionary statistics 12 9.2 Alerting FRA 12 9.3 Oracle rotation 12 9.4 Oracle ADRCI purge 13 9.5 Log backup purge 13 9.6 Recyclebin purge 13 9.7 Backup verification 13 9.8 Tablespaces verification 14 9.9 RMAN/EXPORT scripts 14 9.10 Stop/Start/Switch scripts 14 9.11 Force FRA purge scripts 15 9.12 Duplicate scripts 15 9.13 SQL facilities 15 10 ANNEX 0 – REVISION TABLE 17 11 ANNEX 1 – AL SERVICES USERS 17 1 PURPOSE This document describes the main operating processes for ALIZENT Oracle production databases on Linux system. The main topics described here are : Oracle database architecture Backup processes Monitoring processes Servitudes processes Others scripts 2 FIELDS OF APPLICATION This procedure is intended for any ALIZENT DBA or support operator who may work on any Oracle production database servers. It is also considered as a template for any new Oracle database implementation on Linux. 3 DEFINITIONS Oracle Database : Relational database edited by Oracle Corporation. RMAN : Recovery Manager edited by Oracle Corporation. It is a backup/restoration tool used only for Oracle databases. TSM : backup tools edited by IBM. 4 REFERENCES AND ASSOCIATED DOCUMENTS None 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for monitoring and updating the document Support Operator Check the contents of the document and trace any malfunctions or modifications. Integrator Responsible for document compliance. 6 ORACLE DATABASE ARCHITECTURE 6.1 General Server Cartography Disks Volume Group / Logical Volume Size Mount Point Type Internal Volume used for Oracle and application scripts vg_oraexploit-lv_oraexploit 50 Go /oraexploit ext4 LUN (SAN) Volume used for Oracle data files vg_orabase-lv_orabase xxxGo /orabase ext4 Internal Volume used for Oracle engine binaries vg_system-lv_root 50Go /orasoft/oracle/product//rdbms ext4 Internal Volume used for database backups (RMAN or datapump) vg_orabackup-lv_orabackup xxx Go /orabackup ext4 LUN (SAN) Volume used for Oracle archivelogs vg_orafra-lv_orafra xxx Go /orafra ext4 6.2 Oracle engine binaries storage The Oracle engine is located in the root fs in this directory : /orasoft/oracle/product//rdbms Example of Oracle version: 11.2.0.4 or 12.2.0.1 6.3 Database storage Applications data and index tablespaces , SYSTEM and SYSAUX tablespaces are set in the directory : /orabase/oracle//oradata/dbf UNDO tablespace is set in the directory : /orabase/oracle//oradata/und Temp tablespaces are set in the directory : /orabase/oracle//oradata/tpf Controlfiles are set in the directory (2 controlfiles): /orabase/oracle//oradata/ctl Redologs are set in the directory (3 groups of 2 members) : /orabase/oracle//oradata/rdo Standby redologs are set in the directory (4 members) : /orabase/oracle//oradata/stb_rdo 6.4 Archivelog storage ALIZENT politic for Oracle databases in archivelog mode is to use the FRA (Fast Recovery Area) proposed by the editor. The FRA storage directory is /orafra/oracle//fast_recovery_area. When the Oracle instance parameter DB_RECOVERY_FILE_DEST is configured to : DB_RECOVERY_FILE_DEST=/orafra/oracle//fast_recovery_area a subdirectory /archivelog is then created. Everyday, a new subdirectory (AAAA_MM_DD) is automatically created to host the archivelogs of that day. 6.5 Backup storage All RMAN backups or datapump on disks are stored in the directory /orabackup. Be careful, this directory is only used for occasional backups. It must not be used for the standard and daily backup process. 6.6 Exploitation storage The database and application exploitation scripts are set in the directory : /oraexploit/oracle Database exploitation scripts are set in the main directory /oraexploit/oracle/adm. Subdirectories log, scripts, sql hosts exploitations database tools. Applications scripts (for changes or other operations) are set in directory /oraexploit/oracle/. 6.7 Options and packages Oracle According to environment, it is important to activate/deactivate Oracle options and packages to keep our licensing compliance. To check packages and options in used, apply metalink note ID 1317265.1 execute script sql : options_packs_usage_statistics.sql Package Diagnostic + Tunning pack Parameters possibilities : NONE – Diagnostic and Tuning Packs are disabled. DIAGNOSTIC – Diagnostic Pack is enabled. DIAGNOSTIC + TUNING – Diagnostic and Tuning Pack are enabled. This is the default parameter. To check : show parameter control_management_pack_access; To modify with one value : alter system set control_management_pack_access=VALUE; 2 solutions to deactivate options : Solution 1 : --------------------- Since 11.2 version use CHOPT utility. CHOPT can disable some options but not all. For the other option use Solution 2. Shutdown all databases using the ORACLE_HOME. Oracle Data Mining ===> dmDatabase Vault ===> dv Oracle OLAP ===> olapOracle Label Security ===> lbacOracle Partitioning ===> partitioningReal Application Testing ===> ratAdvanced Analytics ===> oaaDatabase Extensions for .NET 1.x ===> ode_netDatabase Extensions for .NET 2.0 ===> ode_net_2 Solution 2 : --------------------- Relink command OS. Disadvantage : you must shutdown all databases, listener, Oracle components running from Oracle Database Home. Shutdown all database instance(s)/service(s) running from the Oracle Database Home.cd $ORACLE_HOME/rdbms/lib make -f ins_rdbms.mk option ioracle Database_Option ON - OFF Data Mining : dm_on - dm_off Data Mining Scoring Engine: dmse_on - dmse_off Database Vault : dv_on - dv_off Label Security : lbac_on - lbac_off Partitioning : part_on - part_off Real Application Clusters : rac_on - rac_off Spatial : sdo_on - sdo_off Real Application Testing : rat_on - rat_off OLAP : olap_on - olap_off Auto Storage Management : asm_on - asm_off Context Management Text :- ctx_on - ctx_off Solution 1 : ------------------- chopt
KB0025194
ALIZENT Oracle linux graphic mode
English
julien.annibal@eu.corp.airliquide.com
3
Julien ANNIBAL
Uncategorized
Published
2025-07-28 22:52:15
9
IT Knowledge
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2023-12-18 10:30:14
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GIO-CS-EUR-PAAS-DB-L3
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by ALIZENT. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 28/08/2018 Marie-Astrid Gerbier 15/10/2018 François Renault 09/10/2018 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 2 2 FIELDS OF APPLICATION 2 3 DEFINITIONS 2 4 REFERENCES AND ASSOCIATED DOCUMENTS 2 5 COMPETENCY REQUIREMENTS 2 6 PREREQUISITES 3 7 OBTAINING THE GRAPHIC MODE 4 8 QUIT THE GRAPHIC MODE 6 9 ANNEX 0 – REVISION TABLE 7 10 ANNEX 1 – ALIZENT USERS 7 1 PURPOSE This documentation describes how to obtain the graphics mode under Linux environment (RedHat at ALS). Useful for Oracle graphical mode: installation, component, uninstall ... 2 FIELDS OF APPLICATION This procedure is intended for any ALIZENT DBA who may work on any Oracle linux environment database servers. 3 DEFINITIONS Oracle Database : Relational database edited by Oracle Corporation. RedHat : OS linux software 4 REFERENCES AND ASSOCIATED DOCUMENTS None 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for executing and updating the document 6 PREREQUISITES The RPM tigervnc must be installed on the Linux server. Verification of the installation of the tigervnc component (connection to the desired server with the root account): yum list tigervnc The result must be : Loaded plugins: product-id, refresh-packagekit, rhnplugin, security, subscription-manager This system is receiving updates from RHN Classic or RHN Satellite. Available Packages tigervnc.x86_64 1.1.0-18.el6 The UltraVNC Viewer client must be installed on your client console. Verifying the client installation on your console : 7 OBTAINING THE GRAPHIC MODE Connect to linux server with oracle user su – oracle Enter a vnc password for Oracle : do this action each time you want to restart a GUI on the server. EUR3-TS-SVXORA1.alidaho.com:oracle:/home/oracle>vncpasswd Password:enter password Verify:enter password Run a VNC process : EUR3-TS-SVXORA1.alidaho.com:oracle:/home/oracle>vncserver :1 New 'EUR3-TS-SVXORA1.alidaho.com:1 (oracle)' desktop is EUR3-TS-SVXORA1.alidaho.com:1 Starting applications specified in /home/oracle/.vnc/xstartup Log file is /home/oracle/.vnc/EUR3-TS-SVXORA1.alidaho.com:1.log EUR3-TS-SVXORA1.alidaho.com:oracle:/home/oracle> The value: 1 represents the DISPLAY number to communicate to the UltraVNC Viewer client. To view the DISPLAY sessions : EUR3-TS-SVXORA1.alidaho.com:oracle:/home/oracle>vncserver -list TigerVNC server sessions: X DISPLAY # PROCESS ID :1 29928 EUR3-TS-SVXORA1.alidaho.com:oracle:/home/oracle> Run UltraVNC client from your console : Fill in the "VNC Server" field with the name of the server and the number 59+ number of DISPLAY previously launched. Then click on "Connect". In our example you have to enter EUD3-TS-SVXORA1: 5901. At the prompt, enter the previously initiated password and click on “Log On” : The console opens automatically and it is now possible to navigate graphically through the server. You can ignore “Authenticate” window by “Cancel” button. 8 QUIT THE GRAPHIC MODE To quit the graphic mode, just click on the cross at the top right. Stop the vncserver processes previously launched : vncserver -kill : numDisplay EUR3-TS-SVXORA1.alidaho.com:oracle:/home/oracle>vncserver -kill :1 Killing Xvnc process ID 29928 EUR3-TS-SVXORA1.alidaho.com:oracle:/home/oracle> Check that there are no more vnc processes: EUR3-TS-SVXORA1.alidaho.com:oracle:/home/oracle>vncserver –list TigerVNC server sessions: X DISPLAY # PROCESS ID EUR3-TS-SVXORA1.alidaho.com:oracle:/home/oracle> 9 ANNEX 0 – REVISION TABLE Revision history Revis° Indicate the modified sections and provide a short description of the change 1 creation 2 3 10 ANNEX 1 – ALIZENT USERS At the application date, the list of ALIZENT users is : dl-fradvancedit-services-databases@airliquide.com
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'Air Liquide Services. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 28/07/2018 Marie-Astrid Gerbier 15/10/2018 François Renault 15/10/2018 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 3 2 FIELDS OF APPLICATION 3 3 DEFINITIONS 3 4 REFERENCES AND ASSOCIATED DOCUMENTS 3 5 COMPETENCY REQUIREMENTS 3 6 DBCONSOLE DEFINITION 4 7 ORACLE DBCONSOLE INSTALLATION 5 7.1 Deconfiguration of the existing. 5 7.2 Repository creation 6 7.3 DBConsole configuration 6 8 ORACLE DBCONSOLE ADMINISTRATION 9 8.1 DBConsole verification 9 8.2 Stop DBConsole 10 8.3 Start DBConsole 10 9 ORACLE DBCONSOLE MONITORING 11 10 ORACLE DBCONSOLE CONNEXION 12 11 ORACLE DBCONSOLE NOTIFICATION 14 12 ORACLE DBCONSOLE METRICS AND RULES OF MONITORING 15 13 ANNEX 0 – REVISION TABLE 22 14 ANNEX 1 – AL SERVICES USERS 22 1 PURPOSE This document describes the installation and exploitation of DBConsole Oracle for 11G database on Linux. 2 FIELDS OF APPLICATION This procedure is intended for any ALIZENT DBA or support operator who may work on any Oracle environment database servers. 3 DEFINITIONS Oracle Database : Relational database edited by Oracle Corporation. DBConsole : web monitoring and administration tool embedded with the Oracle engine. More commonly known as OEM (Oracle Enterprise Manager), it comes in two forms: Grid Control and DBConsole. Grid Control is paid and allows to manage from the same interface several bases. DBConsole installs individually for each database and is provided free of charge. 4 REFERENCES AND ASSOCIATED DOCUMENTS None 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for executing and updating the document 6 DBCONSOLE DEFINITION In the ORACLE vocabulary, DBConsole is a variant of Oracle Enterprise Manager (OEM). An OEM is a web client with its own URL to monitor and monitor one or more ORACLE databases. OEM comes in 2 versions: Oracle Enterprise Grid Control Manager (Grid) and Oracle Database Manager Database Manager (DBConsole). Grid Control allows you to have a single web interface for multiple interfaces. It has its own database for logging database data (for KPIs for example). Grid Control is a separate product by Oracle and therefore pays off. DBConsole allows you to have a web interface for a single instance. It only shows the data historized by the AWR retention of the database. This product is embedded in the Oracle engine, so it's a free feature. DBConsole is a J2EE client (OC4J in 11G version), very little consumer in resource and disk space. It is not possible to implement DBConsole on the standby databases of a dataguard (Metalink note 315116.1), so there will be no DBConsole on dataguard servers. 7 ORACLE DBCONSOLE INSTALLATION A DBConsole installs itself individually on each existing database. Before proceeding with the installation, the existing one (if existing) must be deconfigured. Once deconfigured, it is then necessary to proceed to the creation and configuration of the repository . IMPORTANT: If refreshed via RMAN, the existing DBConsole on the refreshed database will be out of date. It will then be necessary to perform the DBconsole installation again as well as its configuration. 7.1 Deconfiguration of the existing. Before carrying out the operations, it is necessary to check the database schemas SYSMAN and DBSNMP are not locked. If necessary, they must be unlocked by relying on the password file. For information purposes these 2 schemas are administrative schemas automatically created at database creation. The SYSMAN schema is used for OEM (Grid or DBConsole) administration tasks and DBSNMP is used by the OEM agent to monitor and manage the database. To deconfigure the existing one, it is therefore necessary to position its environment on the desired instance (. oraenv). Run the following command $ORACLE_HOME/bin/emca -deconfig dbcontrol db -repos drop Fill in the fields correctly as shown below: EUR3-IT-SVXORA1.alidaho.com:oracle:/home/oracle>$ORACLE_HOME/bin/emca -deconfig dbcontrol db -repos drop EMCA DEMARRE à 13 avr. 2016 11:13:07 Assistant Configuration d'EM, version 11.2.0.3.0 - Production Copyright (c) 2003, 2011, Oracle. Tous droits réservés. Entrez les informations suivantes : SID de base de données: SVXMAIIT Numéro de port du processus d'écoute: 1521 Mot de passe de l'utilisateur SYS: Mot de passe de l'utilisateur SYSMAN: ---------------------------------------------------------------------- AVERTISSEMENT : lors de la suppression du référentiel, la base de données sera placée en mode de mise au ralenti. ---------------------------------------------------------------------- Voulez-vous continuer ? [oui(Y)/non(N)]: Y 13 avr. 2016 11:21:37 oracle.sysman.emcp.EMConfig perform INFO: Cette opération est en cours de journalisation dans /orasoft/oracle/cfgtoollogs/emca/SVXMAIIT/emca_2016_04_13_11_13_06.log. 13 avr. 2016 11:21:37 oracle.sysman.emcp.util.DBControlUtil stopOMS INFO: Arrêt de Database Control (l'opération peut être assez longue)... 13 avr. 2016 11:21:58 oracle.sysman.emcp.EMReposConfig invoke INFO: Suppression du référentiel EM (l'opération peut être assez longue)... 13 avr. 2016 11:23:16 oracle.sysman.emcp.EMReposConfig invoke INFO: Le référentiel a été supprimé Enterprise Manager a été configuré EMCA ARRETE à 13 avr. 2016 11:23:17 This may take a few minutes, in case of error consult the log provided to resolve the problem. 7.2 Repository creation There is one repository by database. This repository is located under $ORACLE_HOME/HOSTNAME_$ORACLE_SID In this directory are stored all the information (configuration and log files) of the instance's DBConsole. Run the following command: $ORACLE_HOME/bin/emca -repos create Fill in the fields correctly as shown below: EUR3-IT-SVXORA1:oracle:/orasoft/oracle/product/11.2.0.4/rdbms>$ORACLE_HOME/bin/emca -repos create EMCA DEMARRE à 13 avr. 2016 11:45:34 Assistant Configuration d'EM, version 11.2.0.3.0 - Production Copyright (c) 2003, 2011, Oracle. Tous droits réservés. Entrez les informations suivantes : SID de base de données: SID de base de données: SVXMAIIT Numéro de port du processus d'écoute: 1521 Mot de passe de l'utilisateur SYS: Mot de passe de l'utilisateur SYSMAN: Voulez-vous continuer ? [oui(Y)/non(N)]: Y 13 avr. 2016 11:46:37 oracle.sysman.emcp.EMConfig perform INFO: Cette opération est en cours de journalisation dans /orasoft/oracle/cfgtoollogs/emca/SVXMAIIT/emca_2016_04_13_11_45_34.log. 13 avr. 2016 11:46:37 oracle.sysman.emcp.EMReposConfig createRepository INFO: Création du référentiel EM (l'opération peut être assez longue)... 13 avr. 2016 11:50:23 oracle.sysman.emcp.EMReposConfig invoke INFO: Le référentiel a été créé Enterprise Manager a été configuré EMCA ARRETE à 13 avr. 2016 11:50:23 This may take a few minutes, in case of error consult the log provided to resolve the problem. 7.3 DBConsole configuration The DBConsole configuration allows to assign a URL and possibly configured an SMTP server (optional). Everything is done automatically: Run the following command: $ORACLE_HOME/bin/emca -config dbcontrol db Fill in the fields correctly as shown below: EUR3-IT-SVXORA1.alidaho.com:oracle:/orasoft/oracle/product/11.2.0.4/rdbms>emca -config dbcontrol db EMCA DEMARRE à 13 avr. 2016 12:01:03 Assistant Configuration d'EM, version 11.2.0.3.0 - Production Copyright (c) 2003, 2011, Oracle. Tous droits réservés. Entrez les informations suivantes : SID de base de données: SVXMAIIT Numéro de port du processus d'écoute: 1521 Répertoire d'origine ORACLE_HOME du processus d'écoute [ /orasoft/oracle/product/11.2.0.4/rdbms ]: Mot de passe de l'utilisateur SYS: Mot de passe de l'utilisateur DBSNMP: Mot de passe de l'utilisateur SYSMAN: Adresse électronique pour les notifications (facultatif): Serveur de messagerie sortant (SMTP) pour les notifications (facultatif): ----------------------------------------------------------------- Vous avez indiqué les paramètres suivants Répertoire d'origine ORACLE_HOME de la base de données ................ /orasoft/oracle/product/11.2.0.4/rdbms Nom d'hôte local ................ EUR3-IT-SVXORA1.alidaho.com Répertoire d'origine ORACLE_HOME du processus d'écoute ................ /orasoft/oracle/product/11.2.0.4/rdbms Numéro de port du processus d'écoute ................ 1521 SID de base de données ................ SVXMAIIT Adresse électronique pour les notifications ............... Serveur de messagerie sortant (SMTP) pour les notifications ............... ----------------------------------------------------------------- Voulez-vous continuer ? [oui(Y)/non(N)]: Y 13 avr. 2016 12:01:51 oracle.sysman.emcp.EMConfig perform INFO: Cette opération est en cours de journalisation dans /orasoft/oracle/cfgtoollogs/emca/SVXMAIIT/emca_2016_04_13_12_01_03.log. 13 avr. 2016 12:01:52 oracle.sysman.emcp.EMReposConfig uploadConfigDataToRepository INFO: Téléchargement des données de configuration vers le référentiel EM (l'opération peut être assez longue)... 13 avr. 2016 12:02:26 oracle.sysman.emcp.EMReposConfig invoke INFO: Les données de configuration ont été téléchargées 13 avr. 2016 12:02:27 oracle.sysman.emcp.util.DBControlUtil secureDBConsole INFO: Sécurisation de Database Control (l'opération peut être assez longue)... 13 avr. 2016 12:02:36 oracle.sysman.emcp.util.DBControlUtil secureDBConsole INFO: Database Control a été sécurisé. 13 avr. 2016 12:02:36 oracle.sysman.emcp.util.DBControlUtil startOMS INFO: Démarrage de Database Control (l'opération peut être assez longue)... 13 avr. 2016 12:02:47 oracle.sysman.emcp.EMDBPostConfig performConfiguration INFO: Database Control a été démarré 13 avr. 2016 12:02:47 oracle.sysman.emcp.EMDBPostConfig performConfiguration INFO: >>>>>>>>>>> URL de Database Control : https://EUR3-IT-SVXORA1.alidaho.com:5500/em <<<<<<<<<<< 13 avr. 2016 12:02:49 oracle.sysman.emcp.EMDBPostConfig invoke ATTENTION: ************************ WARNING ************************ Le référentiel de gestion a été mis en mode sécurisé : les données Enterprise Manager seront cryptées. La clé de cryptage a été stockée dans le fichier /orasoft/oracle/product/11.2.0.4/rdbms/EUR3-IT-SVXORA1.alidaho.com_SVXMAIIT/sysman/config/emkey.ora. Vérifiez que ce fichier est bien sauvegardé, car les données cryptées deviendront inutilisables si vous perdez ce fichier. *********************************************************** Enterprise Manager a été configuré EMCA ARRETE à 13 avr. 2016 12:02:49 This may take a few minutes, in case of error consult the log provided to resolve the problem. At the end of the installation, the URL of the DBConsole and its port are indicated. 8 ORACLE DBCONSOLE ADMINISTRATION Each DBConsole has its own agent and URL, so it is imperative to position your Oracle environment in advance with the desired database. 8.1 DBConsole verification To check the status of a DBConsole, set your environment to the desired database and run the following command $ORACLE_HOME/bin/emctl status dbconsole EUR3-IT-SVXORA1.alidaho.com:oracle:/home/oracle>emctl status dbconsole Oracle Enterprise Manager 11g Database Control Release 11.2.0.4.0 Copyright (c) 1996, 2013 Oracle Corporation. All rights reserved. https://EUR3-IT-SVXORA1.alidaho.com:5500/em/console/aboutApplication Oracle Enterprise Manager 11g is running. ------------------------------------------------------------------ Logs are generated in directory /orasoft/oracle/product/11.2.0.4/rdbms/EUR3-IT-SVXORA1.alidaho.com_SVXMAIIT/sysman/log The status must return the "running" state. Note: it is not necessary to prefix the directory of the command since $ORACLE_HOME/bin is in the path of oracle after set the environment. The following command is similar to the previous one but with more details: $ORACLE_HOME/bin/emctl status agent EUR3-IT-SVXORA1.alidaho.com:oracle:/home/oracle>emctl status agent Oracle Enterprise Manager 11g Database Control Release 11.2.0.4.0 Copyright (c) 1996, 2013 Oracle Corporation. All rights reserved. --------------------------------------------------------------- Agent Version : 10.2.0.4.5 OMS Version : 10.2.0.4.5 Protocol Version : 10.2.0.4.5 Agent Home : /orasoft/oracle/product/11.2.0.4/rdbms/EUR3-IT-SVXORA1.alidaho.com_SVXMAIIT Agent binaries : /orasoft/oracle/product/11.2.0.4/rdbms Agent Process ID : 26113 Parent Process ID : 26074 Agent URL : https://EUR3-IT-SVXORA1.alidaho.com:1830/emd/main Repository URL : https://EUR3-IT-SVXORA1.alidaho.com:5500/em/upload/ Started at : 2016-04-14 10:37:49 Started by user : oracle Last Reload : 2016-04-14 10:37:49 Last successful upload : 2016-04-14 10:38:42 Total Megabytes of XML files uploaded so far : 2.31 Number of XML files pending upload : 0 Size of XML files pending upload(MB) : 0.00 Available disk space on upload filesystem : 35.92% Data channel upload directory : /orasoft/oracle/product/11.2.0.4/rdbms/EUR3-IT-SVXORA1.alidaho.com_SVXMAIIT/sysman/recv Last successful heartbeat to OMS : 2016-04-14 10:39:19 --------------------------------------------------------------- Agent is Running and Ready 8.2 Stop DBConsole To stop a DBConsole, set your environment to the desired database and run the following command $ORACLE_HOME/ bin/emctl stop dbconsole EUR3-IT-SVXORA1.alidaho.com:oracle:/home/oracle>$ORACLE_HOME/bin/emctl stop dbconsole Oracle Enterprise Manager 11g Database Control Release 11.2.0.4.0 Copyright (c) 1996, 2013 Oracle Corporation. All rights reserved. https://EUR3-IT-SVXORA1.alidaho.com:5500/em/console/aboutApplication Stopping Oracle Enterprise Manager 11g Database Control ... ... Stopped. 8.3 Start DBConsole To start a DBConsole, set your environment to the desired database and run the following command $ORACLE_HOME/ bin/emctl start dbconsole EUR3-IT-SVXORA1.alidaho.com:oracle:/home/oracle>$ORACLE_HOME/bin/emctl start dbconsole Oracle Enterprise Manager 11g Database Control Release 11.2.0.4.0 Copyright (c) 1996, 2013 Oracle Corporation. All rights reserved. https://EUR3-IT-SVXORA1.alidaho.com:5500/em/console/aboutApplication Starting Oracle Enterprise Manager 11g Database Control .... started. ------------------------------------------------------------------ Logs are generated in directory /orasoft/oracle/product/11.2.0.4/rdbms/EUR3-IT-SVXORA1.alidaho.com_SVXMAIIT/sysman/log 9 ORACLE DBCONSOLE MONITORING Unlike Grid Control, if a DBConsole is stopped, no alert will be sent to notify administrators. For this purpose, a shell script has been created and is scheduled in crontab oracle every 15 minutes. The shell script checks that there is as much DBConsole agent process as there are databases to declare in /etc/oratab. In case of inconsistency, an email is sent to the DBA team via the generic address dl-fradvancedit-services-databases@airliquide.com to warn them. A daily log is also available on this status. Script name : ora_verif_dbconsole.sh Script location : /oraexploit/oracle/adm/scripts Log location : /oraexploit/oracle/adm/log/ora_verif_dbconsole_datejour.log Visualization of the crontab oracle: # Monitoring de la DBCONSOLE toutes les 15 minutes 00,15,30,45 * * * * /oraexploit/oracle/adm/scripts/ora_verif_dbconsole.sh These 2 lines must be implemented in the oracle crontab of all servers (except secondary in case of dataguard) linux. This monitoring is not mandatory. Actually not implemented in production and preproduction environment. 10 ORACLE DBCONSOLE CONNEXION The connection to a DBConsole is done through an internet browser (default IE on VM ALS). In the URL bar, type the desired DBConsole address. The first page informs you of a certificate issue, click "Continue" as shown below: You will then arrive on the authentication page: The username and password correspond to a basic schema. If the entered userName is an application schema then it must have certain privileges to be able to access the interface. For DBAs, use the SYSMAN schema, which is the OEM or SYS (connect as sysdba) schema, to have rights on all objects in the database. User information entered, we reach the page below : From this page we can access everything according to the rights of the entered user. The first tab "HOME" is the home page and is a condensed summary of the state of the database. The second tab "PERFORMANCE" is as the name suggests dedicated to the performance of the base and more (server in particular). Also allows to generate reports AWR, ADDM, ASH ... etc. The fourth tab "SERVER" concerns all the administrative aspects of an oracle data...
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'Air Liquide Services. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Céline LEGRAND 04/03/2013 BURGUIN Cyril DANTIN Gontran CARLOZ Marion GERBIER Marie-Astrid RAUDE Sebastien 22/03/2013 15/03/2013 21/03/2013 02/04/2013 02/04/2013 VICAIRE Laurent 03/04/2013 2 Céline LEGRAND 09/07/2015 Arnaud LEROUX Marie-Astrid GERBIER 09/07/2015 03/08/2015 Benjamin MERKLEN 20/07/2015 3 Céline PARIS 27/03/2017 Marie-Astrid GERBIER Hadrien LEFORT 05/04/2017 SO François RENAULT 06/04/2017 Keywords SQL Server, Instance, Database, Transaction Log, Datafile TABLE OF CONTENTS PURPOSE 2 FIELD OF APPLICATION 3 DEFINITIONS 3 REFERENCES AND ASSOCIATED DOCUMENTS 3 COMPETENCY REQUIREMENTS 3 PRE-REQUISITES 3 CONTENT 3 7.1. Create Leelou ticket 4 7.2. Connexion to the server 4 7.3. Checking disk space 5 7.4. Checking Transaction Log 5 7.5 Backup Log 8 7.6. Check the backup log 9 7.8. Close the ticket 11 ANNEX 0 – REVISION TABLE 11 ANNEX 1 – AL SERVICES USERS 11 PURPOSE This document describes all the steps necessary to resolve a transaction log full on SQL Server database. Alert for this incident: :ERRORLOG: spid82 Error: 9002, Severity: 17, State: 2. The transaction log for database '' is full due to 'LOG_BACKUP'. Exception: The document does not apply to these servers MixalFR-S-NANT-MIX10BE-S-SCHE-MIX01FR-S-VENI-MIX10FR-S-BONN-MIX10TN-S-BORJ-MIX01 OptimalEUD2-PR-OPTKER1 SQL Server databases have three types of files: Primary data file The primary data file is the starting point of the database and points to the other files in the database. Every database has one primary data file. The recommended file name extension for primary data files is .mdf. Secondary data files Secondary data files make up all the data files, other than the primary data file. Some databases may not have any secondary data files, while others have several secondary data files. The recommended file name extension for secondary data files is .ndf. Log files Log files hold all the log informations that are used to recover the database. There must be at least one log file for each database, although there can be more than one. The recommended file name extension for log files is .ldf. SQL Server does not enforce the .mdf, .ndf, and .ldf file name extensions, but these extensions help you identify the different kinds of files and their use. The saturation of the transaction file (Logfile) can create a critical situation.Insertion of data is no longer possible. FIELD OF APPLICATION In production environment, database transaction logs could be full. We need to perform some tasks to resolve this incident. This can be performed during a change or an incident by : the support team onduty team DEFINITIONS SSMS or SQL Server Management Studio: SQL Server instances administration graphic tool REFERENCES AND ASSOCIATED DOCUMENTS None COMPETENCY REQUIREMENTS None PRE-REQUISITES Teams need rights to connect to VM SQL and SQL instance. CONTENT We take an example for a better understanding of the documentation. Alert for a Telemetry incident: :ERRORLOG: spid82 Error: 9002, Severity: 17, State: 2. The transaction log for database '' is full due to 'LOG_BACKUP'. 7.1. Create a Leelou ticket When you receive this kind of alert below, create a Leelou ticket. eud3-pr-ghcsql1\INGTISHCEU:ERRORLOG: 2017-03-26 14:13:43.97 spid82 Error: 9002, Severity: 17, State: 2. The transaction log for database 'gtis_hc_kerwin' is full due to 'LOG_BACKUP'. Identify the contract and enter these information: Server name Instance name Database name If the incident concerns these machines contact a DBA and transfer the ticket to "ISIS - Services Expertise Database" Leelou group: CA-S-MON-KER001 AS-PR-APASQL1 7.2. Connexion to the server Connect to the SQL VM with TSE tools. Use your ALIDAHO account for connexion . 7.3. Checking disk space Before doing anything, you must check that there is still some space on the database disk.In our example, 'gtis_hc_kerwin' database is hosted on disk E:. If the available space is lower than 2% of the total space, then contact a DBA and transfer the ticket to "ISIS - Services Expertise Database" Leelou group. Otherwise go to next step. 7.4. Checking Transaction Log Open “SQL Server Management Studio”. Start > All Programs > Microsoft SQL Server 2012 > SQL Server Management Studio Connect on the instance: Server type : Database Engine Server name : Authentication : Windows Authentication Check the occupancy rate of the transaction logs in the database. Right click on the database and go to Reports > Standard Reports > Disk Usage Complete the ticket with the following information (highlighted in yellow above) : Transaction log space usage in Mb Transaction log space usage in percent 7.5 Backup Log If the percentage is lower than 90% then close the ticket after completing the resolution. If the percentage is over 90% then execute the job “AL_Transaction_Log_SQL”. Deploy the SQL Server Agent and the jobs part Right click on the job and “Start Job at Step...” A TSM backup Log is executed and transaction logs of the instance databases are flushed. For your information, the TSM script is located under the following directory: C: \ Exploit \ Batch \ Name of the TSM script: Tsm_log_ .cmd .In our example, this is the script: Tsm_log_INGTISHCEU.cmd 7.6. Check the backup log Now, we have to check the log of the TSM backup log. Open "sqlsched.log" file located under the directory: D: \ TSM \ In our example, this is the tree: D: \ TSM \ INGTISHCEU At the end of this file, identify the backups "successfully". If one of the backup is in failure, contact a database administrator and transfer the ticket to the "ISIS - Services Expertise Database" Leelou group.Otherwise go to next step. 7.8. Close the ticket Edit again a disk usage report and check the transaction Log Space Usage in percent (cf. 7.4).If the percentage is lower than 90% then close the ticket after completing the resolution. If the percentage is over 90% then contact a database administrator and transfer the ticket to the "ISIS - Services Expertise Database" Leelou group. ANNEX 0 – REVISION TABLE Revision history Revis° Indicate the modified sections and provide a short description of the change 1 Creation of the document 2 Modification of the document after revamping all instances 3 Full review of the document + format Alizent and translated english ANNEX 1 – AL SERVICES USERS At the application date, the list of AL Services users is : On Duty Team BEAUJOLAIS, Maxence; BENROUAIN, Karim; COUSTILLAS, Alain; DANTIN, Gontran; EL KABABRI, Kamel; LEFORT, Hadrien; PARIS, Celine; MOREAU-ISIS, Philippe; RAUDE, Sebastien; SOYER, Guillaume; TAREK, Djamel; VICAIRE, Laurent; L1 Support Team Djamel TAREK DBA Team Céline PARIS, François RENAULT Copy: Cyrille COGNEVILLE, Ismael SY; Rémi BRUVIER; Samy DJEFFEL
AVERTISSEMENT Le présent document contient des informations qui ont été élaborées exclusivement pour l’usage interne d’Air Liquide Services. Le présent document est confidentiel et est la propriété exclusive d’Air Liquide. Air Liquide décline toute responsabilité en cas d’utilisation par un tiers des informations contenues dans ce document, de quelque façon que ce soit, sans l’autorisation préalable d’Air Liquide. Air Liquide ne donne aucune garantie et, n’assume aucun engagement concernant ces informations ou suggestions. En particulier, Air Liquide ne donne aucune garantie quant au caractère exhaustif du présent document et décline toutes responsabilités, explicites ou implicites, y compris la garantie de qualité marchande et la garantie d’aptitude à satisfaire un usage ou un objet particulier. Ce document a été rédigé en français. Circuit de validation Version Rédigé par Date Vérifié par Date Approuvé par Date 1 Céline PARIS 13/10/2017 Cyrille COGNEVILLE Marie-Astrid GERBIER 16/10/2017 23/10/2017 François RENAULT 16/10/2017 2 Céline PARIS 01/02/2018 Marie-Astrid GERBIER Gladys RENAULT 11/04/2018 16/04/2018 François RENAULT 16/04/2018 3 Eric Vagao Julien ANNIBAL Metadatas Installation, ConfigurationFile, Microsoft Windows 2008 2012 2019, SQL Server 2012 2014 2016 2017 2019 TABLE DES MATIÈRES 1 OBJET 3 2 CHAMP D’APPLICATION 3 3 DÉFINITIONS 3 4 DOCUMENTS DE RÉFÉRENCE 5 5 COMPETENCES ET RESPONSABILITES 5 6 PRÉ-REQUIS 5 7 INSTALLATION DE SQL SERVER 11 7.1 Modification du ConfigurationFile 11 7.2 Modification du fichier InstallSQL 14 7.3 Lancement de l’installation 16 7.4 Installation CU 19 8 MISE À JOUR DU FICHIER DE PASSWORD DBA 20 9 CONFIGURATION POST-INSTALLATION 21 9.1 Configuration des ports TCP statiques 21 9.2 Configuration de la surface d’exposition SQL Server 21 9.3 Configuration des propriétés SQL Server partie instance 23 9.4 Configuration des propriétés SQL Server partie base de données système 28 9.5 Sécurisation des instances 30 9.6 Kerberos configuration 34 9.7 WINDOWS Server 2019 specific configuration 35 9.8 Mise en exploitation d’une instance SQL Server 37 10 CONFIGURATION DE LA SAUVEGARDE ET PV DE RECETTE 38 11 INSTALLATION SSMS 39 12 ANNEXE 0 – TABLE DES VERSIONS 40 13 ANNEXE 1 – ACTEURS AL SERVICES CONCERNÉS 40 1 OBJET Le présent document décrit le mode opératoire d’installation en mode silencieux d’une instance SQL Server 2012 à 2019 en standalone. L’environnement système sur lequel la documentation s’applique dépend de la version SQL Server installée, d’après la matrice suivante : Version SQL Server Versions OS Supportées Versions déployées chez Alizent SQLServer 2012 Server Core Windows 7 SP1 Windows Server 2008 R2 SP1 Windows Server 2008 R2 SP1 SQLServer 2014 Server Core Windows Server 2019 Windows Server 2016 Windows Server 2012 Windows Server 2012 R2 Windows Server 2008 R2 Windows Server 2019 Windows Server 2012 Windows Server 2008 R2 SQLServer 2016 and 2017 Server Core Windows Server 2019 Windows Server 2016 Windows Server 2012 Windows Server 2012 R2 Windows Server 2019 Windows Server 2012 SQLServer 2019 Server Core Windows Server 2019 Windows Server 2016 Windows Server 2019 Liens utiles SQLServer 2012 hardware and software requirements SQLServer 2014 hardware and software requirements SQLServer 2016 and 2017 hardware and software requirements SQLServer 2019 hardware and software requirements 2 CHAMP D’APPLICATION Le document s’applique à tous les administrateurs de base de données SQL Server susceptibles d’installer ou de réinstaller SQL Server 2012 à 2019. 3 DÉFINITIONS Afin de bien comprendre les différents concepts abordés dans ce document, voici quelques définitions. SQL Server : Système de Gestion de Base de Données Relationnelle (SGBD) édité par Microsoft. Il peut être également appelé MSSQL. Le moteur de Base de Données SQL Server gère l’allocation des ressources, l’intégrité et la consistance des données au travers d’un service Windows. SQL Server Agent : Agent de maintenance de SQL Server. Il fonctionne par le biais d’un service associé à l’instance SQL Server et permet de gérer les plans de maintenance et les travaux planifiés de cette instance. Instance SQL Server : Une instance SQL Server est constituée d'un ensemble distinct de services avec des paramètres spécifiques, et possède des structures de répertoires et de base de registre qui lui sont propres. Une instance peut abriter plusieurs bases de données. Un serveur de Bases de Données ne peut avoir qu’une seule instance par défaut identifiée par la dénomination MSSQLSERVER. Toutes les autres instances installées par l’administrateur seront dites « instances nommées ». SQL Server Management Studio (SSMS) : SQL Server Management Studio (SSMS) est un environnement intégré pour la gestion de toute infrastructure SQL, de SQL Server à Azure SQL Database. SSMS fournit des outils pour configurer, surveiller et administrer des instances de SQL Server et des bases de données. Utilisez SSMS pour déployer, surveiller et mettre à niveau les composants de niveau données utilisés par vos applications et créer des requêtes et des scripts. Base de Données : Entité permettant de stocker des données de façon structurée, avec le moins de redondance possible, pour les mettre à disposition d’utilisateurs et d’applications. Une base de données SQL Server est composée d’une série d’objets de stockage (tables, index, vues), de programmation (fonctions, procédures stockées, triggers) et de sécurité (utilisateurs, schémas, rôles). Transact-SQL : Aussi appelé T-SQL, il s’agit du langage SQL de programmation et d’interrogation des données utilisé sur SQL Server. ETL : Extract-Transform-Load. Outil d’extraction, de transformation et de chargement des données, permettant de réaliser des opérations sur des données en masse afin d’en modifier les structures avant exploitation. Ressource Cluster : Composant physique ou logique pouvant être : mis en ligne et hors ligne géré dans un cluster hébergé et géré par un seul système (Nœud) à la fois. Il peut s’agir d’une adresse IP, d’un nom réseau, d’une unité de stockage (disque SAN), d’un service MSSQL, de tout service associé à l’instance SQL Server, etc… 4 DOCUMENTS DE RÉFÉRENCE NA 5 COMPETENCES ET RESPONSABILITES Le document est dédié aux administrateurs Base de données. Il est de leur responsabilité de tenir ce document à jour. 6 PRÉ-REQUIS Avant de démarrer l’installation de SQL Server, l’installation des logiciels et / ou composants suivants est requise : Installation du système d’exploitation Windows avec les dernières mises à jour de sécurité et services packs. Copie des binaires (qui se trouve sous \\alidaho\partages\Software\Microsoft\SQL Server) de la version SQL Server à installer sur le répertoire E:\ de la VM SQL: Ouvrir une invite de commande depuis le serveur de management EUD3-PR-IFRSQL5, et depuis l’explorateur windows copier le binaire idoine Edition Version Fichier ISO Standard Core SQLServer 2012 SP4 SW_DVD9_NTRL_SQL_Svr_Std_Ed_2012_64Bit_English_OEM_VL_w_SP4_X21-42777 SQLServer 2014 SP3 SW_DVD9_SQL_Svr_Standard_Edtn_2014w_SP3_64Bit_English_MVLS_MLF_X21-70221 SQLServer 2016 SP2 SW_DVD9_NTRL_SQL_Svr_Standard_Edtn_2016w_SP2_64Bit_English_OEM_VL_X21-59522 (Core & Server CAL) SQLServer 2017 CU20 SW_DVD9_NTRL_SQL_Svr_Standard_Edtn_2017_64Bit_English_OEM_VL_X21-56945 SQLServer 2019 CU4 SW_DVD9_NTRL_SQL_Svr_Standard_Edtn_2019Dec2019_64Bit_English_OEM_VL_X22-22109 Entreprise Core SQLServer 2012 SP4 SW_DVD9_NTRL_SQL_Svr_Ent_Core_2012_64Bit_English_OEM_VL_w_SP4_X21-42788 SQLServer 2014 SP3 SW_DVD9_SQL_Svr_Ent_Core_2014w_SP3_64Bit_English_MVLS_MLF_X21-70155 SQLServer 2016 SP2 SW_DVD9_NTRL_SQL_Svr_Ent_Core_2016w_SP2_64Bit_English_OEM_VL_X21-59533 SQLServer 2017 SW_DVD9_NTRL_SQL_Svr_Ent_Core_2017_64Bit_English_OEM_VL_X21-56995 SQLServer 2019 SW_DVD9_NTRL_SQL_Svr_Ent_Core_2019Dec2019_64Bit_English_OEM_VL_X22-22120 Une fois la copie sur la VM cible réalisée, utilisée un soft de décompression (7zip disponible sous C:\Exploit\Tools\7-Zip\x64\7zFM.exe) pour déployer l’image ISO sous E:\SQLEntreprise ou E:\SQLStandard (avec pour la version). La configuration des lecteurs pour l’instance à installer : Les lecteurs devront être renommés de la façon suivante LECTEUR NOM DESCRIPTION C:\ System Lecteur réservé au système et au binaires d’applications : → 40Gb sont nécessaires D:\ Logs Lecteur réservé aux fichiers temporaires et aux journaux d’applications : → 10Gb sont nécessaires E:\ MSSql Instance Name 1 IN Lecteur de la première instance MSSQL F:\ MSSql Instance Name 2 IN Lecteur de la seconde instance MSSQL La création des répertoires : Commandes à lancer dans une fenêtre de commande DOS : mkdir E:\DATABASE\\\DATA mkdir E:\DATABASE\\\LOGFILE Créer le répertoire E:\Microsoft SQL Server Deux comptes de service : un pour le moteur de base de données et un pour l’agent. Cette demande de création doit être adressée à l’équipe système par mail (wwalizent-gi-it-op-system@alizent.com). Par exemple : Bonjour, au sujet du serveur EUR3-DV-CASQL01 (lié à la demande d'intégration INTSYS2020_184) pourriez vous créer les 2 comptes de service suivants puis nous fournir leur mot de passe respectif ALIDAHO\ServSqlEngCadv (compte de service moteur de base de données) ALIDAHO\ServSqlAgentCadv (compte de service Agent SQL) Ils nous seront utiles pour l'installation SQL Server sur la VM. Voici en exemple les comptes actuellement utilisés pour les différents environnements fonctionnels : Télémétrie production : ALIDAHO\ServSqlEngTMEUpr & ALIDAHO\ServSqlAgentTMEUpr ALIDAHO\ServSqlEngTMAMpr & ALIDAHO\ServSqlAgentTMAMpr ALIDAHO\ServSqlEngTMCApr & ALIDAHO\ServSqlAgentTMCApr ALIDAHO\ServSqlEngTMEGpr & ALIDAHO\ServSqlAgentTMEGpr ALIDAHO\ServSqlEngTMASpr & ALIDAHO\ServSqlAgentTMASpr Télémétrie pré-production : ALIDAHO\ServSqlEngTMEUpp & ALIDAHO\ServSqlAgentTMEUpp ALIDAHO\ServSqlEngTMAMpp & ALIDAHO\ServSqlAgentTMAMpp ALIDAHO\ServSqlEngTMASpp & ALIDAHO\ServSqlAgentTMASpp Télémétrie développement : ALIDAHO\ServSqlEngMupp & ALIDAHO\ServSqlAgentMupp Traçabilité prod : ALIDAHO\ServSqlEngMupr & ALIDAHO\ServSqlAgentMupr Traçabilité pré-production : ALIDAHO\ServSqlEngMupp & ALIDAHO\ServSqlAgentMupp Traçabilité développement : ALIDAHO\ServSqlEngMupp & ALIDAHO\ServSqlAgentMupp SCADA production : ALIDAHO\ServSqlEngScapr & ALIDAHO\ServSqlAgentScapr SCADA pré-production : ALIDAHO\ServSqlEngScapp & ALIDAHO\ServSqlAgentScapp Infrastructure production : ALIDAHO\ServSqlEngIfpr & ALIDAHO\ServSqlAgentIfpr ALIDAHO\ServSqlEngSagepr & ALIDAHO\ServSqlAgentSagepr ALIDAHO\ServSqlAgentMtpr Infrastructure pré-production : ALIDAHO\ServSqlEngIfpp & ALIDAHO\ServSqlAgentIfpp Infrastructure développement : ALIDAHO\ServSqlEngIfdv & ALIDAHO\ServSqlAgentIfdv Le compte de service Windows pour le moteur de base de données doit avoir accès aux différents lecteurs (Voir les prérequis minimum FS pour la sécurité : http://msdn.microsoft.com/fr-fr/library/ms143504.aspx#Serv_Perm) Un compte ou groupe Windows qui sera super administrateur de l’instance (sysadmin). Voici en exemple le compte actuellement utilisé pour les différents environnements fonctionnels : SQLSYSADMINACCOUNTS=ALIDAHO\Tma_MSSQL_DBA L’utilisateur qui effectue l’installation doit avoir les droits de lecture et écriture sur tous les lecteurs de la machine. Le compte de service Windows SQL Server Agent “ALIDAHO\ServSqlAgentMtpr” doit faire partie du groupe “Administrators” de la VM SQL. A partir du Server Manager, aller sur “Configuration” puis “Local Users and Groups”. Sous le répertoire “Groups” ajouter le compte de service Windows SQL Server Agent “ALIDAHO\ServSqlAgentMtpr” dans le groupe “Administrators”. L’installation de MSDTC s’effectue automatiquement lors de l’installation de SQL Server : /!\ Ne pas installer manuellement MSDTC /!\ Ne pas lancer deux installations SQL Server en même temps sur le même serveur Installation de la fonctionnalité Windows .NET Framework. Pour chaque version de SQL Server de...
ALIZENT MSSQL Install and configure ssl certificate for sql instance
English
julien.annibal@eu.corp.airliquide.com
36
Julien ANNIBAL
Uncategorized
Published
2025-07-28 19:11:13
9
IT Knowledge
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GIO-CS-EUR-PAAS-DB-L3
AVERTISSEMENT Le présent document contient des informations qui ont été élaborées exclusivement pour l’usage interne d’ALIZENT. Le présent document est confidentiel et est la propriété exclusive d’Air Liquide. Air Liquide décline toute responsabilité en cas d’utilisation par un tiers des informations contenues dans ce document, de quelque façon que ce soit, sans l’autorisation préalable d’Air Liquide. Air Liquide ne donne aucune garantie et, n’assume aucun engagement concernant ces informations ou suggestions. En particulier, Air Liquide ne donne aucune garantie quant au caractère exhaustif du présent document et décline toutes responsabilités, explicites ou implicites, y compris la garantie de qualité marchande et la garantie d’aptitude à satisfaire un usage ou un objet particulier. Ce document a été rédigé en français. Circuit de validation Version Rédigé par Date Vérifié par Date Approuvé par Date 1 Asma CHAOUI 17/06/2019 François RENAULT Marie-Astrid GERBIER 06/08/2019 27/08/2019 François RENAULT 06/08/2019 2 3 Metadatas Insérer les mots clés caractérisant le contenu du document dans Fichier\propriétés\mots clés TABLE DES MATIÈRES 1 PURPOSE 2 2 ENVIRONMENT 2 3 DEFINITION 2 4 REFERENCES AND ASSOCIATED DOCUMENTS 3 5 COMPETENCES ET RESPONSABILITES 3 6 PREREQUISITES 3 7 CONTENT 4 7.1 Install IIS Service 4 7.2 Install SSL Certificate 5 7.3 Configure SQL Instance SSL Encryption 17 8 ANNEX 0 – TABLE DES VERSIONS 24 9 ANNEX 1 – ALIZENT CONCERNED ACTORS 24 1 PURPOSE This procedure was created to configure SQL Instance Encryption on SQL Server. To deal with it we have to generate a Self-Signed SSL Certificate, install it on the server then attach the SSL Thumbprint to the SQL Instance. This document describes the methodology to generate a Self-Signed SSL Certificate, to install it on the server and to configure SQL Instance Encryption. The main topics described here are : Prerequisites. How to generate and install SSL Self-Signed Certificate How to configure SQL Server Instance Encryption 2 ENVIRONMENT This procedure was tested on EUR3-PP-SASSQL1 which the operating system is Windows Server 2008 R2 Standard, SQL Server 2012 and Internet Information Services 7. 3 DEFINITION SSL : Secure Sockets Layer is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and integral. SSL is an industry standard and is used by millions of websites in the protection of their online transactions with their customers. To be able to create an SSL connection a web server requires an SSL Certificate. When you choose to activate SSL on your web server you will be prompted to complete a number of questions about the identity of your website and your company. Your web server then creates two cryptographic keys - one Private Key and one Public Key. The Public Key does not need to be secret and is placed into a Certificate Signing Request (CSR) - a data file also containing your details. You should then submit the CSR. During the SSL Certificate application process, the Certification Authority will validate your details and issue an SSL Certificate containing your details and allowing you to use SSL. Your web server will match your issued SSL Certificate to your Private Key. Your web server will then be able to establish an encrypted link between the website and your customer's web browser. The complexities of the SSL protocol remain invisible to your customers. Instead their browsers provide them with a key indicator to let them know they are currently protected by an SSL encrypted session - the lock icon in the lower right-hand corner, clicking on the lock icon displays your SSL Certificate and the details about it. All SSL Certificates are issued to either companies or legally accountable individuals. Typically an SSL Certificate will contain your domain name, your company name, your address, your city, your state and your country. It will also contain an expiration date of the Certificate and details of the Certification Authority responsible for the issuance of the Certificate. When a browser connects to a secure site it will retrieve the site's SSL Certificate and check that it has not expired, it has been issued by a Certification Authority the browser trusts, and that it is being used by the website for which it has been issued. If it fails on any one of these checks the browser will display a warning to the end user, letting them know that the site is not secured by SSL. SQL Instance Encryption : The Secure Sockets Layer (SSL) can be used to encrypt data transferred on your network between your SQL Server instance and a client application. SSL uses certificates to validate the server and the client should verify the certificate using the chain of trust where the trust anchor is the root certificate authority. 4 REFERENCES AND ASSOCIATED DOCUMENTS Powershell Command to Generate and Install SSL Certificate : New-SelfSignedCertificate -CertStoreLocation Cert:\LocalMachine\My -DnsName host.domain.com -KeySpec KeyExchange -FriendlyName SQLCert URL : https://www.youtube.com/watch?v=m7ONeACYBdE To use Powershell Commands we have to install the module NuGet : Actually, servers haven’t network access so we can’t use the internet to install this package on Windows Server. To deal with it, we can copy the NuGet module folder from another server like described on the procedure below : https://www.intrepidintegration.com/powershell/how-to-get-psget-working-with-no-net/ To configure the SQL Client Native to use SSL Certificate : In our case, we didn’t need to configure the SQL Native Client because the SSL Certificate is installed on SQL Server (Local Self-Signed SSL Certificate). In case the client is https://www.mssqltips.com/sqlservertip/3299/how-to-configure-ssl-encryption-in-sql-server/ 5 COMPETENCES ET RESPONSABILITES To install IIS Service, change the Regedit configuration and generate the SSL certificate we have to use an administrator account. Then we have to reboot the server twice. 6 PREREQUISITES To use this procedure we require: IIS installed on the client server (If it isn’t installed you can follow the steps described on this article to install it ) SQL Server must be installed on the database server and the database instance must be configured. 7 CONTENT In this documentation, we will use Internet Information Services or IIS to generate certificate files and to install it on the server. Actually, other solutions exist such as : Powershell Commands and ROOT CA Server like Active Directory Server. The Powershell Commands are easy to use but require installed modules like NuGet. Actually we can’t use this solution because the module NuGet isn’t installed and the server isn’t connected to the internet (Below a solution to install this module offline). To use the ROOT CA solution, we must install Active Directory Certificate Services on the server. However, we have an Active Directory server and this service isn’t installed on it. And for security reasons we want to install a dedicated SSL Certificate on each server. 7.1 Install IIS Service First of all, check if the IIS service is installed on the server. You can use Programs on Control Panel. If it isn’t installed follow the steps below : Open Server Manager and select “Add Roles and Features” Shoose “Role-based or feature-based installation” to install the role on local server Develop the “Management Tools” icon and select IIS as shown on the screenshot below You have to reboot the server after installation. So take all precautions. 7.2 Install SSL Certificate Finally, the IIS service is installed on the server. So we can use it to generate the SSL Files and install it. So open Internet Information Service Manager and select the server hostname. In this case, the server is EUR3-PP-SASSQL1. Then double click on “Server Certificates” The SSL list will be shown. You can check the Expiration date and the SSL Name. Actually we want to create a new certificate. So choose “Create self-Signed Certificate” Specify a friendly name for the certificate. In general, write the server’s name. In this case the certificate “EUR2-PP-SASSQL1” already exists.So, we choose “sassql_cert “ as friendly name. Check the certificate creation on the “Server Certificates” window We generated the certificate. But it isn’t installed yet. In order to finish the SSL creation, we have to export sassql_cert Certificate to PFX file. So right click on the SSL certificate and select “Export” Choose the destination repository. And specify the certificate name. Don’t forget to specify the Suffix “.PFX” For this example, the SSL is exported to “C:\certificate\sassql.pfx” A password is required. Finally, the SSL Certificate is created and PFX file was generated. We will install it on the server. So, open “mmc” console open File → Add/Remove Snap-ins Select “Certificates” then click on “Add>” button Select “Computer account” to install SSL certificate on the server. Select “Local computer : (The computer this console is running on)” → Finish To import the PFX file that we generated, select : Console Root → Certificates (Local Computer) → Personal → All Tasks → Import Specify the SSL PFX location. → Next Enter the password and check that the “Include all extended properties” is selected. Then click on the next button The next windows, will ask you to specify the SSL Store. Choose the default location. So “ Automatically select the certificate store based on the type of the certificate” → Next → Finish The default SSL Store is : Console Root → Certificates (Local Computer) → Trusted Root Certification Authority → Certificates You will find all installed certificates on the server, Expiration Date and Friendly Name Bellow a screenshot of installed certificates on EUR3-PP-SASSQL1. As shown the selected line represents the new SSL (Friendly Name sassql_cert). 7.3 Configure SQL Instance SSL Encryption To resume, we : Installed IIS Service in SQL Server, Generated the SSL Certificate through IIS interface Added it to the Certificate Default Library : Trusted Root Certification Authorities. So, we don’t need to import the SSL Certificate because we installed it in the SQL Server. So, Windows Operating System can automatically detect it from the library Certificates (Local Computer) → Trusted Root Certification Authorities. Now you can Configure SQL Server to encrypt data using the sassql_cert SSL Certificate. As an example we will configure the “INBDSSASEU“ SQL Server Instance. To deal with it, follow these steps : SQL Server Configuration Manager → SQL Server Configuration Manager ( Local) → SQL Server Network Configuration → Protocols for INBDSSASEU → Properties On “Flags” icon, change “Force Encryption” value from “no” to “yes” Open Certificate tab then specify the SSL Certificate “sassql_cert” Then OK Actually, we have to change the regedit configuration and to add the Thumbprint to MSSQLServer registry. First of all, let’s copy the Thumbprint code. On mmc console, double click the SSL certificate on : Console Root → Certificates (Local Computer) → Trusted Root Certification Authority → Certificates Then, select the Details tab, the Thumbprint ligne and then copy the key The regedit key is : HKLM\SOFTWARE\Microsoft\MicrosoftSQLServer\MSSQL11.INBDSSASEU\MSSQLServer\SuperSocketNetLib\Certificate Double click certificate, click in the regedit key “Data” zone and paste the Thumbprint that you copied. In order to apply changes, we must restart the SQL Service (Instance). 8 ANNEX 0 – TABLE DES VERSIONS Historique des versions Version Indiquer les sections modifiées et donner une courte description de ce changement 1 Creation 2 3 9 ANNEX 1 – ALIZENT CONCERNED ACTORS A la date d’application de ce document, les acteurs ALIZENT concernés sont : Database team Céline PARIS, Nouredine HALAL, Julien ANNIBAL, François RENAULT System Team Alain COUSTILLAS, Asma CHAOUI-SC, Karim BENROUAIN, Tidiane TANDJIGORA-SC, Samuel KAMPSEU
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'Air Liquide Services. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 26/03/2018 Marie-Astrid GERBIER Gladys RENAULT 05/04/2018 François RENAULT 05/04/2018 2 Cyrille COGNEVILLE 28/05/2018 Marie-Astrid GERBIER Gladys RENAULT 31/05/2018 François RENAULT 31/05/2018 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 3 2 FIELDS OF APPLICATION 3 3 DEFINITIONS 3 4 REFERENCES AND ASSOCIATED DOCUMENTS 3 5 COMPETENCY REQUIREMENTS 3 6 VERIFY MONTHLY EXECUTION STATUS 4 7 RECOVERY ITERATION 6 7.1 Analyze problem 6 7.2 Relaunch the failed scenario 7 7.3 Launch the remaining son-scenarios 8 8 NEW ITERATION KPI 11 8.1 Restore database SVXKPIPR 11 8.2 Set the new schedule for KPI scenario 12 9 EXPORT AND IMPORT NEW ODI SCENARIOS 17 9.1 Exporting current ODI scenarios 17 9.2 Import new scenarios 19 10 SPECIFIC SERVITUDE FOR KPI 22 11 ANNEX 0 – REVISION TABLE 23 12 ANNEX 1 – AL SERVICES USERS 23 1 PURPOSE The present document describes the different steps to exploit the KPI part of the SERVITRAX application. It has been deployed on an Oracle database and the Oracle Data Integrator product. The main topics described here are : Verify monthly execution status. Recovery of a failed execution. New KPI iteration (restart from scratch a monthly execution). Export and Import news scenarios. 2 FIELDS OF APPLICATION This procedure is intended for any ALIZENT DBA who may work on any Oracle environment database servers. 3 DEFINITIONS Oracle Database : Relational database edited by Oracle Corporation. ODI : Oracle Database Integrator, oracle ETL product. 4 REFERENCES AND ASSOCIATED DOCUMENTS None 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for executing and updating the document 6 VERIFY MONTHLY EXECUTION STATUS Each first saturday of every month, an KPI execution is run. The iteration ’s average duration is about 30 hours. To verify the execution status, follow this steps. Connect to EUD2-PR-SVXODI1 VM (ODI product) and run the ODI Studio application. If this is your first connexion on the ODI Studio application while connected with your windows credentials, you need to get the connexion configuration file. To get it : Open the ODI Studio application. Open the ODI Studio application. Copy the file :C:\users\servoradba\appdata\roaming\odi\oracledi\snps_login_workInc:\users\\appdata\roaming\odi\oracledi\snps_login_work Open again the ODI Studio application. Click “Connexion au referentiel” and choose “KPI_WORK_REPOSITORY” with SUPERVISOR user In the “Operateur” tab,menu “Liste des sessions”, directory “Agent” and subdirectory “PR_SVXKPI1_xxxxx-xxx”, you can check executions scenarios. In green icon : good execution and finished. In yellow icon : warning execution and finished. In red icon : error in the execution If an error occurred, please refer to recovery iteration or new iteration KPI The main scenario name (father of all the others) is PKG_LOAD_FACTS_AND_COMPUTE_AGG. If this scenario is in green icon, the monthly execution KPI is finished and OK. Click on it and pick up to see the elapsed time. You can closed ODI studio and disconnect. Connect to EUR3-PR-SVXKPI1 VM (SERVITRAX Oracle KPI database). Open an Window Explorer, go to Z:\oracle\backup\SVXKPIPR and delete the oldest SVXKPIPR_FULL_xxxx.DMP and his associated log. Keep at minimum the 3 latest backup. Go to C:\SQLScripts\Exp_Imp and open exp_dpp_SVXKPIPR.par Modify dumpfile and logfile parameters with today’s date. Open a command prompt and make a datapump. set ORACLE_SID=SVXKPIPR expdp system/******** parfile=C:\SQLScripts\Exp_Imp\exp_dpp_SVXKPIPR.par The datapump should run for 10-20 minutes. When finished, verify the datapump file in Z:\oracle\backup\SVXKPIPR directory. You can disconnect. Send an email to DTE-Solutions-Tracking (dl-fradvancedit-dte-solutions-tracking@airliquide.com) , copy database team, to inform them of the KPI good execution with its time duration. 7 RECOVERY ITERATION This chapter describes the recovery iterations to follow if an error occurred during the KPI execution. The first operation to do is to analyze and resolve the problem. 7.1 Analyze problem Connect to EUD2-PR-SVXODI1 VM (ODI product) and run ODI Studio If this is your first connexion on the ODI Studio application while connected with your windows credentials, you need to get the connexion configuration file. To get it : Open the ODI Studio application. Open the ODI Studio application. Copy the file :C:\users\servoradba\appdata\roaming\odi\oracledi\snps_login_workInc:\users\\appdata\roaming\odi\oracledi\snps_login_work Open again the ODI Studio application. Click “Connexion au referentiel” and choose “KPI_WORK_REPOSITORY” with SUPERVISOR user In “Opérateur” tab,menu “Liste des sessions”, directory “Agent” and subdirectory “PR_SVXKPI1_xxxxx-xxx”, click on error scenario. In red icon : error in the execution Analyze the problem and solve it with the description error. 7.2 Relaunch the failed scenario KPI iteration launch one main scenario : PKG_LOAD_FACTS_AND_COMPUTE_AGG We call this scenario the master-scenario. This master-scenario will launch 3 others scenario called son-scenario. The chronologic run is: PKG_GLOBAL_LOAD PKG_AGG_ONCE_2_WEEKS PKG_AGG_MONTHLY Each of these 3 scenarios will launch another scenarios but they are the main one. If one of the sub-scenarios failed, then by repercussion, the main son-scenario and the master-scenario will also be in failed status: To restart the failed scenario, you must relaunch only the son-scenario failure (PKG_GLOBAL_LOAD or PKG_AGG_ONCE_2_WEEKS or PKG_AGG_MONTHLY). To restart click right on son-scenario and click on “Redémarrer” When the son-scenario is relaunched, it will directly start at the failed sub-scenario. On the other hand, the master-scenario appeared as definitively failed. It is necessary to manually launch again the remaining son-scenarios when the son-scenario restarted will be executed with success. 7.3 Launch the remaining son-scenarios If the scenario 1 PKG_GLOBAL_LOAD has been resumed and that this one is finished with success, it is necessary to launch the scenarios 2 PKG_AGG_ONCE_2_WEEKS, then the scenario 3 PKG_AGG_MONTHLY. If the scenario 2 PKG_AGG_ONCE_2_WEEKS has been resumed and that this one is finished with success, it is necessary to launch the scenario 3 PKG_AGG_MONTHLY. To launch a son-scenario : Determine the begin date and end date parameter values of the master scenario. These values determine the date interval on which the KPI will be calculated. They are mandatory to launch the master-scenario. On ODI server, choose “Opérateur” tab and select “Liste des sessions”. Select “Agent”. Select “PR_SVXKPI1_xxxxx-xxx”. Right click on the son-scenario “PKG_GLOBAL_LOAD” and select “Visualiser”. select “Etapes”. Right click on “ParamLoadStart”. Select “Ouvrir l’étape de session” select “Définition”. Explore “Valeurs de variable et de séquence”. Note the values of these 2 parameters: KPI.ParamLoadStart KPI.ParamLoadEnd On ODI server, choose “Opérateur” tab and select “Plan de chargement et scénarios” Select only son-scenario to resume PKG_AGG_ONCE_2_WEEKS or PKG_AGG_MONTHLY After selecting the son-scenario to resume, click right and choose “Exécuter”. On Execution windows, select this options : Contexte : PRODUCTION Agent logique : PR_SVXKPI1_20910 Niveau de journalisation : 6 Click OK A new window appears : “Valeurs des variables”. Uncheck “Dernière valeur” and fill in with the good parameters you get previously: KPI.ParamLoadStart : begin date (format AAAMMDD) KPI.ParamLoadEnd : end date (format AAAAMMDD) Click OK. The son-scenario is now running. Check it on “Liste des sessions”. 8 NEW ITERATION KPI If the monthly KPI batch failed and you decide to run a new iteration of the whole batch (after having analyzed the problem), you must first restore the database with the last datapump and launch again the master-scenario (complete) PKG_LOAD_FACTS_AND_COMPUTE_AGG. 8.1 Restore database SVXKPIPR On database server : Server : EUR3-PR-SVXKPI1 SID : SVXKPIPR Open a command prompt, set your environment and run sqlplus. On database server, drop Oracle database schemas : ODI_WORK SVX_KPI KPI_REPORT For information only, here are the dropped schemas DDL : CREATE USER "ODI_WORK" IDENTIFIED BY VALUES 'S:F5D6823E0407EE28AEE85EBDDD2EFF298DF8D23B37191D40F2CB91317F25;7D487CE24AEF7F99' DEFAULT TABLESPACE "ODI_WORK_TBS" TEMPORARY TABLESPACE "SVX_KPI_TEMP"; GRANT UNLIMITED TABLESPACE TO "ODI_WORK"; GRANT "CONNECT" TO "ODI_WORK"; GRANT "RESOURCE" TO "ODI_WORK"; CREATE USER "SVX_KPI" IDENTIFIED BY VALUES 'S:66DEDCF21BAFF74602301C7EFE92AE354CF04DCA7641281BB081AA80F859;F9EF395A54E514B4' DEFAULT TABLESPACE "SVX_KPI_DATA" TEMPORARY TABLESPACE "SVX_KPI_TEMP"; GRANT UNLIMITED TABLESPACE TO "SVX_KPI"; GRANT "CONNECT" TO "SVX_KPI"; GRANT "RESOURCE" TO "SVX_KPI"; GRANT "DBA" TO "SVX_KPI"; CREATE USER "KPI_REPORT" IDENTIFIED BY VALUES 'S:D417AD5971DFFFD8A00DA787A356B79B1CC43108AD23607F695FA959A6A9;05753FE7B888E5A2' DEFAULT TABLESPACE "SVX_KPI_DATA" TEMPORARY TABLESPACE "SVX_KPI_TEMP"; GRANT SELECT ANY DICTIONARY TO "KPI_REPORT"; GRANT SELECT ANY TABLE TO "KPI_REPORT"; GRANT UNLIMITED TABLESPACE TO "KPI_REPORT"; GRANT "CONNECT" TO "KPI_REPORT"; GRANT "RESOURCE" TO "KPI_REPORT"; On database server, restore the database with the last created datapump. Datapump directory Z:\oracle\backup\SVXKPIPR Datapump file name SVXKPIPR_FULL_xxxx.DMP The import will last At least : 03h30 At most : 04h00 impdp system/ directory=DPUMP_BCK dumpfile=SVXKPIPR_FULL_.DMP logfile=imp_SVXKPIPR_.log schemas=(ODI_WORK,SVX_KPI,KPI_REPORT) 8.2 Set the new schedule for KPI scenario Connect to EUD2-PR-SVXODI1 VM (ODI product) and run ODI Studio
.cmd. Le log de la sauvegarde full se situe sous D:\TSM\\tdpsql et a pour nom sql_full_.log. La rétention TSM des sauvegardes FULL est de 15 jours. La rétention des logs d’exécution de l’agent TSM est de 7 jours. La rétention des backups au sein du moteur MSSQL est de 30 jours. 7.2 Sauvegarde Différentielle La sauvegarde différentielle est planifiée une fois par jour hormis le jour de la sauvegarde full. Le script de sauvegarde différentielle est déployé sur chaque machine et se situe sous C:\Exploit\Batch avec pour nom tsm_diff_.cmd. Le log de la sauvegarde différentielle se situe sous D:\TSM\\tdpsql et a pour nom sql_diff_.log. La rétention TSM des sauvegardes différentielles est de 15 jours. La rétention des logs d’exécution de l’agent TSM est de 7 jours. La rétention des backups au sein du moteur MSSQL est de 30 jours. 7.3 Sauvegarde Logfile La sauvegarde des transaction logs de toutes les bases d’une instance MSSQL est planifiée toutes les 4 heures. Le script de sauvegarde des transaction logs se situe sous C:\Exploit\Batch avec pour nom tsm_log_.cmd. Le log de la sauvegarde logfile se situe sous D:\TSM\instancename\tdpsql et a pour nom sql_log_.log. La rétention TSM des sauvegardes des transaction logs est de 15 jours. La rétention des logs d’exécution de l’agent TSM est de 7 jours. La rétention des backups au sein du moteur MSSQL est de 30 jours. En cas de problème de sauvegarde des transaction logs ou si la transaction log est remplie, exécutez directement le fichier C:\Exploit\Batch\tsm_log_.cmd 7.4 Exploitation TSM Le produit et l’exploitation de TSM est sous la responsabilité de l’équipe expertise Backup. Néanmoins en cas de problème, il est possible de consulter les logs TSM. Ces logs se situent sous D:\TSM. Dans le sous répertoire baclient, se trouve les fichiers logs propre au fonctionnement de TSM. Le fichier dsmerror.log peut être consulté en cas d’erreur spécifique à TSM. Dans les sous répertoires se trouvent les fichiers logs propres à l’instance. Les fichiers dsmerror_.log peuvent être consultés en cas d’erreurs spécifiques à l’utilisation de TSM sur l’instance. Il y a un seul et unique service Windows pour TSM : TSM Client Scheduler. Ce service doit être constamment démarré. 7.5 Cas particulier des backups de la machine CA-S-MONT-SQL01 Les sauvegardes de base de données des sites distants ne peuvent pas être exécutées par notre outil de sauvegarde Tivoli Storage Manager (TSM). Les sauvegardes FULL sont réalisées, programmées et stockées en local par le biais de job SQL Server: INFRA_NotOnDuty_EXP_BACKUP_KERHISTO INFRA_NotOnDuty_EXP_BACKUP_KERWIN 7.6 Cas particulier des backups de la machine AS-PR-APASQL1 Les sauvegardes de base de données des sites distants ne peuvent pas être exécutées par notre outil de sauvegarde Tivoli Storage Manager (TSM). Les sauvegardes sont réalisées tous les jours à 19h20 et stockées en local par le biais de job SQL Server: Jobs pour les sauvegardes FULL: INFRA_NotOnDuty_BACKUP_FULL Jobs pour les sauvegardes LOG: INFRA_NotOnDuty_BACKUP_LOG Les sauvegardes sont stockées sur le disque Z:\\ et Z:\\. Une purge a lieu toutes les semaines. 7.7 Cas particulier des backups de SQL Express Les sauvegardes de base de données de SQL Express ne peuvent pas être exécutées par notre outil de sauvegarde Tivoli Storage Manager (TSM), le SQL Express n’est pas compatible avec TSM. Les backups Full et les Transactions Logs sont planifiés par le scheduler windows. La sauvegarde full est planifiée une fois par jour à 22h00 et stockées en local par le biais de planificateur Windows. Le script de sauvegarde full se situe sous le répertoire C:\Exploit\Batch avec le nom FULL_BACKUP_.CMD La sauvegarde des fichiers transactions est planifiée chaque heure et stockées en local par le biais de planificateur Windows. Le script de sauvegarde des transactions logs se situe sous le répertoire C:\Exploit\Batch avec le nom LOG_BACKUP_.CMD Les sauvegardes sont stockées sur le disque Z:\Backups\ et Z:\Backups\\. Tâche pour les sauvegardes FULL: Backup_full Tâche pour les sauvegardes LOG: Backup_log La rétention des sauvegardes sur disque est de 3 jours Tous les dumps des backups Full et Transaction logs sont ainsi sauvegardés par TSM. 8 SERVITUDES DÉPLOYÉES SUR LES INSTANCES SOUS SSMS Ces servitudes sont des processus communs automatisés à toutes les instances. Ils sont divers et peuvent aussi bien concerner des tâches de surveillance que des tâches de monitoring. A chaque création d’une nouvelle instance, ces servitudes doivent être déployées depuis la console de management (EUD3-PR- IFRSQL5 instance INDBMSX). 8.1 Blocked Process Report. Valable uniquement sur des versions SQL Server 2012 ou plus, les rapports sur les attentes entre process utilisent la fonctionnalité Extended Events (Management). Il s’agit d’une session qui contrôle et vérifie si des sessions ne sont pas bloquées entre elles depuis un minimum de 10 minutes. Cet événement peut-être activé ou désactivé en le sélectionnant, clique droit et en choisissant le STOP SESSION proposé. Dès que l’événement est activé, une trace est automatiquement générée et remplie au fil de l’eau si un cas se présente. La trace se situe sous : :\Microsoft SQL Server\MSSQLxx.\MSSQL\Log avec pour nom Blockedreport_x_xxxxxxxxxxxxxxxxxxxxx Il suffit de double cliquer sur le fichier pour le consulter (ouverture automatique avec SSMS). La session Extended Events est recommandée par Microsoft car peu, voire pas du tout consommatrice. 8.2 Alert for Blocked Process Une alerte nommée Blocked Process est mise en place lorsqu’un lock entre 2 sessions est supérieur de plus de 10 minutes. Il s’agit d’une alerte de type WMI event alert consultant le paramètre blocked_process_report. Cette alerte exécute le job INFRA_NotOnDuty_AL_LOG_LOCK_WAIT_TIME qui écrit dans l’event viewer Windows : une information si le verrou dure depuis moins de 30 minutes. un incident à ne pas remonter en astreinte si le verrou dure depuis plus de 30 minutes et moins de 40 minutes. une alerte à remontée en astreinte si le verrou dure depuis plus de 40 minutes. Si une alerte est remontée en astreint, 2 jobs supplémentaires sont implémentés et peuvent être lancés de façon manuelle par la personne contactée en satreinte. Exécutez dans cet ordre ces 2 jobs: INFRA_NotOnDuty_TRACE_LONG_PROCESS_30MN : prise de trace des sessions bloquantes. Les traces sont stockées sous le répertoire C:\Exploit\Logs\Lock_Session.txt de chaque VM SQL. INFRA_NotOnDuty_KILL_LONG_PROCESS_30MN : kill des sessions bloquantes. 8.3 Alert for Deadlock Une alerte nommée Deadlock est mise en place lorsqu’un deadlock survient entre 2 sessions. Il s’agit d’une alerte de type SQL Server event alert qui se base sur l’event alert 1205 correspondant à un deadlock et qui a été préalablement activé. Pour activer l’alerte sur les versions SQL Server 2008: EXEC sp_altermessage 1205, 'WITH_LOG', 'true' Si une alerte est déclenchée alors le job INFRA_NotOnDuty_AL_LOG_DEADLOCK_EVENT est exécuté. Ce job génère dans l’event logs Application Windows une erreur. Cette erreur est remontée en supervision. 8.4 Alert for transaction log full Vérifier que le login “NT AUTHORITY\SYSTEM” a pour rôle “sysadmin”. Une alerte nommée Alert Transaction Log est mise en place si les transactions logs des bases de données de l’instance est supérieur à 80% de sa capacité.
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by ALIZENT. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 27/08/2018 Marie-Astrid Gerbier 15/10/2018 François Renault 09/10/2018 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 3 2 FIELDS OF APPLICATION 3 3 DEFINITIONS 3 4 REFERENCES AND ASSOCIATED DOCUMENTS 3 5 COMPETENCY REQUIREMENTS 3 6 ORACLE DATAGUARD CONCEPT 4 7 ORACLE DATAGUARD INSTALLATION 6 7.1 Prerequisites 6 7.2 Opening specifics TCP ports 6 7.3 Application installation procedure 6 7.3.1 Checking primary database configuration 7 7.3.2 Configure primary database initialization file 8 7.3.3 Standby redo logs creation on primary database 8 7.3.4 Password file creation on dataguard database 9 7.3.5 Creating the tree on the DATAGUARD server 9 7.3.6 Configure the initialization file of the DATAGUARD database 10 7.3.7 Configure Oracle Net Services 10 7.3.8 Backup primary database 12 7.3.9 Backup transfert on dataguard database server 13 7.3.10 Start dataguard database 13 7.3.11 Duplicate primary database to dataguard server 13 7.3.12 Enabling the transmission of archivelogs 14 7.3.13 Finalizing the databases for the switchover 14 7.3.14 Enabling “ACTIVE DATAGUARD” mode 16 7.3.15 Modify RMAN configuration 17 8 CHECK INSTALLATION 18 9 ANNEX 0 – REVISION TABLE 22 10 ANNEX 1 – ALIZENT USERS 22 1 PURPOSE This document describes the installation procedure of an 11g Oracle active dataguard on Linux Red Hat systems. 2 FIELDS OF APPLICATION This procedure is intended for any ALIZENT DBA who may work on any Oracle Dataguard architectures. 3 DEFINITIONS Oracle Database: Relational database edited by Oracle Corporation. RMAN: Recovery Manager edited by Oracle Corporation. It is a backup/restoration tool used only for Oracle databases. TSM: backup tools edited by IBM. Oracle Dataguard: feature of Oracle Entreprise Edition allowing a synchronising replication for a secondary database from a primary database. Active Dataguard: dataguard option allowing to open a standby database in read only mode. 4 REFERENCES AND ASSOCIATED DOCUMENTS Official document: Oracle Data Guard Concepts and Administration 11g Release 2 (11.2) E41134-03 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for executing and updating the document 6 ORACLE DATAGUARD CONCEPT Oracle Dataguard is a feature of the Oracle Database engine providing high availability, data protection, and disaster recovery. The principle is to implement one or more standby databases, hosted on different servers, and to propagate all transactions applied on a primary database. The standby databases are in this way synchronized (synchronously or asynchronously) with the primary database. The dataguard operating system processes are: Transport Services (Redo Transport): routes the transaction logs from the Primary database to the Standby database. Redo Apply services: applies the changes from the primary database (contained in the transaction logs) on the Standby database. There are three different protection modes that can be set up on a Dataguard environment: Maximum Availability:Like maximum protection mode, a transaction will not commit until the redo needed to recover that transaction is written to the local online redo log and to at least one remote standby redo log.Unlike maximum protection mode, the primary database does not shut down if a fault prevents it from writing its redo stream to a remote standby redo log. Instead, the primary database operates in maximum performance mode until the fault is corrected and all gaps in redo log files are resolved. When all gaps are resolved, the primary database automatically resumes operating in maximum availability mode. Maximum Performance:Allow a transaction to commit as soon as the redo data needed to recover that transaction is written to the local online redo log. The primary database's redo data stream is also written to at least one standby database, but that redo stream is written asynchronously with respect to the commitment of the transactions that create the redo data. Maximum Protection:Ensures that no data loss will occur if the primary database fails. The redo data needed to recover each transaction must be written to both the local online redo log and to the standby redo log on at least one standby database before the transaction commits. 7 ORACLE DATAGUARD INSTALLATION 7.1 Prerequisites Before setting up the Dataguard configuration, it must be ensured that the following prerequisites are met: The distribution of Oracle Enterprise Database must be the same on the servers chosen to host the primary and standby databases. Since version 11g, it is possible to use different operating systems for the platforms hosting the databases (different CPU architectures, different O.S., ...). However, there are special restrictions to respect. At the database level, the COMPATIBLE initialization parameter must be identical for all databases. The primary database must be in archivelog mode. Each database must have its own control files. If a standby database is hosted on the same server as the primary database, the archivelogs directory of the standby database must be different than the primary database one. The FORCE LOGGING option must be set to the primary database. Databases must have the same DB_NAME. It is recommended that you have different DB_UNIQUE_NAMEs for each of the databases. A password file must be configured for each instance. Instances must use a spfile file for their startup. 7.2 Opening specifics TCP ports It is important to define, for each instance, a specific Oracle listener to transfer the redo logs from the primary database to the standby database. This listener named LISTENER_SYNCHRO must be created on each server hosting the Oracle dataguard instances (primary and standby). It will listen on the TCP port 1522 and be configured on the private I.P. addresses defined for each target server. 7.3 Application installation procedure To guarantee access to databases during the exchange of the roles, the Primary and Standby databases must imperatively have the same name. The value of the db_name parameter must be the same on both databases. Throughout this procedure, instance name will be represented by the term . It is therefore different for the primary and standby. However, to differentiate the two databases, we will preferentially use the db_unique_name, by the term for the Primary database, or for the Standby database. In situation, these values must be replaced by the value of the instance_name. Example in the context of a Dataguard 11g installation for Servitrax Europe Production: is replaced by SVXMAIPR. must be replaced by SVXMAIPR (this is the Primary database on the Primary server) must be replaced by SVXDTGPR (this is the Dataguard database on the Dataguard server). must be replaced by SVXMAIPR_DTG (this is the TNS alias of the Primary database on the Primary server). must be replaced by SVXDTGPR_DTG (this is the TNS alias of the Dataguard database on the Dataguard server). 7.3.1 Checking primary database configuration The following points are to be controlled and / or set up, regardless of the type of the rescue base. The SPFILE file must be used to start the Primary database. Connect under SQL * Plus in SYSDBA to the Primary database and check the use of an SPFILE SQL> show parameter spfile; Check the result: NAME TYPE VALUE ---------------- ----------- ------------------------------------------------------------ spfile string /orasoft/oracle/product/11.2.0/rdbms/dbs/spfileSVXMAIPR.ora Primary database must be in Archivelog Connect under SQL * Plus in SYSDBA to the Primary database and check archive mode SQL> select log_mode from v$database; Check the result: LOG_MODE ------------ ARCHIVELOG Force the logging mode on the base as follows Connect under SQL * Plus in SYSDBA to the Primary database and check logging mode SQL> alter database FORCE LOGGING ; Check the result: SQL> select force_logging from v$database; FORCE_LOGGING ------------- YES The REMOTE_LOGIN_PASSWORDFILE parameter must be set to EXCLUSIVE or SHARED Check its connected value in SYSDBA under SQL * Plus, with the following command: SQL> show parameter remote_login_passwordfile NAME TYPE VALUE --------------------------- ------------------------ ----------- remote_login_passwordfile string EXCLUSIVE 7.3.2 Configure primary database initialization file If the Primary database is configured on the SPFILE file, you must add specific initialization parameters for Dataguard management: On Primary database: Connect under SQL * Plus in SYSDBA and execute this SQL commands: export ORACLE_SID= sqlplus / as sysdba ALTER SYSTEM SET LOG_ARCHIVE_CONFIG='DG_CONFIG=(,)'; ALTER SYSTEM SET LOG_ARCHIVE_DEST_1='LOCATION=USE_DB_RECOVERY_FILE_DEST VALID_FOR=(ALL_LOGFILES,ALL_ROLES) DB_UNIQUE_NAME='; ALTER SYSTEM SET LOG_ARCHIVE_DEST_2='SERVICE= ASYNC VALID_FOR=(ONLINE_LOGFILES,PRIMARY_ROLE) DB_UNIQUE_NAME='; ALTER SYSTEM SET LOG_ARCHIVE_DEST_STATE_1=ENABLE; ALTER SYSTEM SET FAL_SERVER=; ALTER SYSTEM SET FAL_CLIENT=; ALTER SYSTEM SET STANDBY_FILE_MANAGEMENT=AUTO; ALTER SYSTEM SET REMOTE_LOGIN_PASSWORDFILE='EXCLUSIVE'; 7.3.3 Standby redo logs creation on primary database So that the two bases, Primary and Dataguard, can exchange their roles, it is necessary to proceed to the creation of "Standby logfiles" on the PRIMARY database. On Primary database: Connect under SQL * Plus in SYSDBA and identify the redologs existing: export ORACLE_SID= sqlplus / as sysdba SQL> select f.group#, f.type, f.member, l.bytes /1024 /1024 "Mb" from v$logfile f, v$log l where l.group# = f.group# (+) ; Check the result: GROUP# TYPE MEMBER Mb ---------- ------- -------------------------------------------------- ------- 1 ONLINE /orabase/oracle//oradata1/rdo/redo1A.log 300 1 ONLINE /orabase/oracle//oradata2/rdo/redo1B.log 300 2 ONLINE /orabase/oracle//oradata1/rdo/redo2A.log 300 2 ONLINE /orabase/oracle//oradata2/rdo/redo2B.log 300 3 ONLINE /orabase/oracle//oradata1/rdo/redo3A.log 300 3 ONLINE /orabase/oracle//oradata2/rdo/redo3B.log 300 Create standby redo directory on both servers mkdir -p /orabase/oracle//oradata1/stb_rdo Create as many logfiles + 1 standby as existing redologs. One member per group of standby logfiles SQL> ALTER DATABASE ADD STANDBY LOGFILE GROUP 4 ('/orabase/oracle//oradata1/stb_rdo/stb_rdo4.log') size 300M; SQL> ALTER DATABASE ADD STANDBY LOGFILE GROUP 5 ('/orabase/oracle//oradata1/stb_rdo/stb_rdo5.log') size 300M; SQL> ALTER DATABASE ADD STANDBY LOGFILE GROUP 6 ('/orabase/oracle//oradata1/stb_rdo/stb_rdo6.log') size 300M; SQL> ALTER DATABASE ADD STANDBY LOGFILE GROUP 7 ('/orabase/oracle//oradata1/stb_rdo/stb_rdo7.log') size 300M; Check redologs and standby redo export ORACLE_SID= sqlplus /as sysdba SQL> select f.group#, f.type, f.member, l.bytes /1024 /1024 "Mb" from v$logfile f, v$log l where l.group# = f.group# (+) ; Check the result: GROUP# TYPE MEMBER Mb ---------- ------- ----------------------------------------------------- ------- 1 ONLINE /orabase/oracle//oradata1/rdo/redo1A.log 300 1 ONLINE /orabase/oracle//oradata2/rdo/redo1B.log 300 2 ONLINE /orabase/oracle//oradata1/rdo/redo2A.log 300 2 ONLINE /orabase/oracle//oradata2/rdo/redo2B.log 300 3 ONLINE /orabase/oracle//oradata1/rdo/redo3A.log 300 3 ONLINE /orabase/oracle//oradata2/rdo/redo3B.log 300 4 STANDBY /orabase/oracle//oradata1/stb_rdo/stb_rdo4.log 5 STANDBY /orabase/oracle//oradata1/stb_rdo/stb_rdo5.log 6 STANDBY /orabase/oracle//oradata1/stb_rdo/stb_rdo6.log 7 STANDBY /orabase/oracle//oradata1/stb_rdo/stb_rdo7.log 7.3.4 Password file creation on dataguard database The password file must be created for the Dataguard database identical to the Primary database one. It is possible to copy the password file from the Primary database for this oper...
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'Air Liquide Services. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Julien Annibal 22/10/2020 François Renault Eric Vagao Marie-Astrid Gerbier 22/10/2020 22/10/2020 24/03/2021 José Canadas 15/03/2021 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS PURPOSE 2 FIELD OF APPLICATION 2 DEFINITION 2 CONTENT 3 ANNEX 0 – REVISION TABLE 5 ANNEX 1 – AL SERVICES USERS 5 PURPOSE Present the ALIZENT database strategy for 2020-2021. FIELD OF APPLICATION For all Solutions to be held under Service Delivery Database team services. DEFINITION N/A CONTENT This table sum ups the database engines strategy. In bold green, the recommended choice. Public Cloud AWS RDBMS Existing architecture revamping Default choice As is architecture New architectures Default choice Aurora PostgreSQL Serverless Available choices RDS PostgreSQL RDS MSSQL NoSQL Existing architecture revamping Default choice As is architecture New architectures Default choice DynamoDB Public Cloud AZURE RDBMS Existing architecture revamping Default choice As is architecture New architectures Default choice SQL Database (MSSQL for AZURE in PaaS) NoSQL Existing architecture revamping Default choice As is architecture New architectures Default choice CosmosDB On Premise RDBMS Existing architecture revamping Default choice As is architecture New architectures Default choice PostgreSQL Available choices MSSQL NoSQL Existing architecture revamping Default choice As is architecture New architectures Default choice MongoDB The database strategy purpose is to standardize usages while optimizing costs. Standardization involves choosing commonly used and mastered database engines by the DB Team. At least 1 engine for transactional needs, and 1 engine for NoSQL needs. With internal mechanisms compliant with ACID criteria (Atomicity, Consistency, Isolation, Durability) for transactional database engines Available on public cloud platforms. Best RPO/RTO available Cost optimizations can only be achieved by limiting the number of distinct database engines, and with a strong knowledge of licensing scpécifications. Therefore, it was chosen to favor the PostGreSQL solution as a relational database management system as long as there is no software constraint imposed by the publisher/developers. This solution provides the following advantages: open source license Active community High availability / scalability solution by master-standby replication Available under public cloud platforms Efficient (partitioning, parallelism, joins by hash, ...) & robust (write ahead logging, checksum, ...) When PostgreSQL is to be deployed on the AWS platform, it is advisable to use the Aurora version in Serverless for its increased availability commitments and the PostGreSQL community. When the PostGreSQL engine cannot be used, then priority is given to MSSQL. If the database is to be integrated into an existing architecture then it is preferable to remain homogeneous (for example MSSQL for Remote Assets). NOTE: Oracle should no longer be chosen for new projects. Regarding the NoSQL functionality of ensuring good performance with large volumes of unstructured data, the choice differs depending on whether you are hosted OnPremise or in a Public Cloud. Indeed, Public Cloud platforms offer their own NoSQL engine (DynamoDB for AWS, CosmosDB for Azure), so it seems wise to use them. For the onPremise hosting, the MongoDB solution is to be preferred because it provides the following advantages: Open source license Document oriented High available solution per replica set Transactional if necessary When deployed on a Public Cloud platform, the databases must be in a PaaS environment on AWS Public cloud. ANNEX 0 – REVISION TABLE Revision history Revis° Indicate the modified sections and provide a short description of the change 1 CREATION 2 3 ANNEX 1 – AL SERVICES USERS At the application date, the list of AL Services users is : BU Yannick BOURSIN, Teddy GRAZIANO Customer Service Hector Mijares, Marine PEREZ Product Line Alexandre LUC, Tony CAEN, Grégoire REUTER, Software & Operations Center of Expertise Jérôme Guégan, Mauricio Talavera, Nicolas Louis, Jose Antonio Cana, Chris Evans Operations François Renault, Julien ANNIBAL, Eric VAGAO, Cyril Burguin, José CANADAS
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by Alizent Int.. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Céline PARIS 12/07/2019 Marie-Astrid GERBIER 15/07/2019 François RENAULT 27/08/2019 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 3 2 FIELDS OF APPLICATION 3 3 DEFINITIONS 3 4 REFERENCES AND ASSOCIATED DOCUMENTS 4 5 COMPETENCY REQUIREMENTS 4 6 AWS CLOUD CONNEXION 4 7 INSTANCES IN THE AWS CLOUD 6 7.1 Configuration of an Aurora MySQL instance 7 7.2 Information about “Security group” 9 7.3 Additional information 10 8 CONNECTION TO AN AURORA MYSQL INSTANCE 11 9 AURORA MYSQL INSTANCE CREATION 13 10 DELETE AN AURORA MYSQL INSTANCE 19 10.1 Disable the deletion protection 19 10.2 Delete the instance 20 11 MANAGE AN AURORA MYSQL INSTANCE 21 11.1 Rename a cluster 21 11.2 Rename a DB instance 22 11.3 Rename a Database 23 11.4 Upgrade the Aurora MySQL instance version 24 12 GENERAL INFORMATION ABOUT BACKUP AND RESTORE DATABASE 25 12.1 Definitions 25 12.2 Backup policy 25 12.3 Restore specificities 26 12.4 Listing Aurora MySQL snapshot backups 26 13 AURORA MYSQL INSTANCE MANUAL SNAPSHOT BACKUP 27 13.1 Create a manual snapshot of the Aurora MySQL instance 27 14 AURORA MYSQL INSTANCE POINT IN TIME RECOVERY 28 14.1 Aurora MySQL Point-in-time recovery method 28 14.2 Delete the duplicate instance 32 15 MANUAL DATABASE REFRESH 33 16 DATABASE MANUAL POINT IN TIME RECOVERY 33 17 DUPLICATE PRODUCTION DATABASE ONTO A PRE-PRODUCTION AURORA MYSQL INSTANCE 34 18 MONITORING AURORA MYSQL INSTANCES 34 18.1 Deadlocks 35 18.1.1 Description 35 18.1.4 Information 36 18.2 Blocked process 36 18.2.1 Description 36 18.2.2 Agentless query 36 18.2.3 Result 37 18.2.4 Information 37 18.3 Database stopped since 5 minutes 37 18.3.1 Description 37 18.3.2 Agentless query 37 18.3.3 Result 37 18.3.4 Information 37 18.4 Filling rate of transaction logs 37 18.4.1 Description 37 18.5 Filegroup filling rate 37 18.5.1 Description 37 18.5.2 Agentless query 37 18.5.3 Result 37 18.5.4 Information 37 19 QUESTIONS OUTSTANDING AWS CLOUD 38 20 ANNEX 0 – REVISION TABLE 39 21 ANNEX 1 – ALZI USERS 39 1 PURPOSE This document describes the management of databases in AWS cloud (Amazon Web Services) in a SAAS (as a service) mode for MySQL databases compatibles with Amazon Aurora. 2 FIELDS OF APPLICATION The document is intended to database administrators who can install or work to MySQL compatible with on a relational database service Amazon Aurora. 3 DEFINITIONS Cloud: Technology to remotely locate storage data or software that is usually stored on a user's computer, see on servers installed in a local network within a company. MSCS: Microsoft Cluster Server. Windows Server Failover Clustering provides infrastructure features that support the high-availability and disaster recovery scenarios of hosted server applications such as Microsoft SQL Server and Microsoft Exchange. If a cluster node or service fails, the services that were hosted on that node can be automatically or manually transferred to another available node in a process known as failover. HADR: High-Availability Data Replication. Replication of one or more database (s) in real time. AWS (Amazon Web Service): Public cloud computing proposed by Amazon. The AWS Public Cloud uses terms that are specific to them (ARN - RDS - EC2 ...) which will be partially addressed in this document. Amazon Aurora: Amazon Aurora is a MySQL and PostgreSQL-compatible relational database built for the cloud, that combines the performance and availability of traditional enterprise databases with the simplicity and cost-effectiveness of open source databases. Amazon Aurora is up to five times faster than standard MySQL databases. The engine is compatible with MySQL, which means code, applications and drivers used in databases relying on MySQL can be used in Aurora with minimal or no changes. The Amazon Aurora database engine is fully compatible with existing MySQL and PostgreSQL open source databases, and adds compatibility for new releases regularly. This means you can easily migrate MySQL or PostgreSQL databases to Aurora using standard MySQL or PostgreSQL import/export tools or snapshots. It also means the code, applications, drivers, and tools you already use with your existing databases can be used with Amazon Aurora with little or no change. 4 REFERENCES AND ASSOCIATED DOCUMENTS NA 5 COMPETENCY REQUIREMENTS This procedure is intended for Database administrators.It is of database administrators responsibility to keep this document up-to-date. 6 AWS CLOUD CONNEXION The AWS Cloud Access Portal is https://eu-west-1.console.aws.amazon.com. This portal manages any applications which use RDS in the AWS cloud. It allows the creation, deletion or just the parameters visualization of RDS.A unit and personal account must be created by the account administrator (system team). Only the AWS administrator can give you the right to manage relational database service in the AWS cloud. If you feel that you lack rights, do not hesitate to ask him (with justifications). Homepage : https://alservices.signin.aws.amazon.com/console After entering your account, this page appears.You can return to the homepage of the console by clicking on the AWS logo at the top left of the page: RDS (AWS Database Service) or EC2 (AWS Virtual Server Service) to view or deploy the services that interest you. The VPS service is to configure your network within AWS.To view any other service, scroll down the "All Services" tag. 7 INSTANCES IN THE AWS CLOUD The licensed RDS instances included in the AWS cloud are owned by Amazon and not by Alizent.This means that the DBAs are not "sysadmin" of the instance and rights are restrictive (stop / restart for example).To view the instances created under the AWS cloud, select the RDS service (see previous chapter). Aurora Multi-Master for the MySQL-compatible edition adds the ability to scale out write performance across multiple Availability Zones, allowing applications to direct read/write workloads to multiple instances in a database cluster and operate with higher availability. Here is the RDS Dashboard.Click on "Databases" to view all clusters, instances and their configurations. Select the DB identifier cluster and there are two differents endpoints: The node “writer” The node “reader” 7.1 Configuration of an Aurora MySQL instance Select the instance and go to the "Parameter" icon. A table of value appears and you can select different options. Click "Continue" to save the new parameters value. Click on the Aurora MySQL instance to get more information. Five tabs give more details: Connectivity: The Endpoint is particularly useful for connecting to the database(s). All information about networking and security are in this tab. Monitoring: Some information is collected about database(s) performance. Logs & events: Logs are available in this tab. Configuration: The version of Aurora MySQL, or the name of the option group, essential for backuping or restoring databases. Tags 7.2 Information about “Security group” All details of the "Network & Security" configuration will be seen later in this document. You can see details by clicking on the blue links. AWS has 3 areas per region. Information on the area. Network Area (VPC). The VPC-Amazon is the Alizent network reference to access the instance. It is managed by the Alizent Network team. Subnets group. Same as the VPC, these are initiated and managed by the Alizent Network team. List of server with permission to connect to the instance SQL Server. DNS name of the server which host the instance SQL Server. The endpoint is useful to connect on the instance Aurora MySQL from MySQL Workbench. Sometimes, you need to have the IP address of the endpoint. To have this information, go to the service “EC2” dashboard. Then go to “NETWORK & SECURITY”, “Security Groups” and “Network Interface”. The endpoint is present in the section “Connect”. The port of the instance is in this section too. 7.3 Additional information It is possible to have graphical measurements (CPU, storage ...) by selecting and clicking on "Monitoring" 8 CONNECTION TO AN AURORA MYSQL INSTANCE A connection to an Aurora MySQL instance requires an opening flow into the internet.If you are an administrator of your station, you can install Oracle SQL Developer (with the MySQL Connector) or MySQL Workbench. Else you can use an Oracle SQL Developer on the Alizent’s VM EUD2-PR-CLDJMP1. This is a jump VM which is opened on internet. To connect to an instance, go to Oracle SQL Developer, use the tab “MySQL” and fill in the parameters. FOr the field "Hostname", it’s better to use the “EndPoint” (AWS logical name) value.The AWS logical name can be retrieved from AWS at the "Endpoint" (previous chapter). You can use MySQL Workbench. To see the IP address, on the AWS interface, select the "EC2" service and then "NETWORK & SECURITY". Choose the "Network Interface" tag to have your information: ": Session established with server EUD3-PR-MUTTSM1ID3SER-TSM002: Windows Server Version 75, Release 15, Level 12.0 Server date/time: 01/08/2015 16:15:35 Last access: 01/08/2015 16:15:35 No schedule returned from server. Waiting to be contacted by the server. Then type Q to stop the manually started scheduler. Modify the /opt/tivoli/tsm/client/ba/bin/dsm.sys file by removing the comments from the line below: MANAGEDServices schedule webclient Move to directory /opt/tivoli/tsm/client/ba/bin : cd /opt/tivoli/tsm/client/ba/bin Rename old startup file rc.dsmcad : mv rc.dsmcad rc.dsmcad.orig Create a startup script file : vi rc.dsmcad This file must contain the lines below : #!/bin/sh # # (C) Copyright IBM Corporation 2011 # # chkconfig: 35 95 5 # description: TSM Client Acceptor Daemon # ### BEGIN INIT INFO # Provides: dsmcad # Required-Start: $local_fs $remote_fs $network # Required-Stop: # Default-Start: 3 5 # Default-Stop: 0 1 2 6 # Short-Description: TSM Client Acceptor Daemon # Description: Start dsmcad to enable scheduler and Web GUI. ### END INIT INFO DSMCAD_DIR=/opt/tivoli/tsm/client/ba/bin DSMCAD_BIN=$DSMCAD_DIR/dsmcad PIDFILE=/var/run/dsmcad.pid if [ ! -x $DSMCAD_BIN ] then echo "$DSMCAD_BIN is not installed" if [ "$1" = "stop" ] then exit 0 else exit 5 fi fi . /etc/init.d/functions start_() { echo -n "Starting dsmcad:" cd $DSMCAD_DIR daemon --pidfile="$PIDFILE" $DSMCAD_BIN RETVAL=$? pid=`ps -ef | grep dsmcad | grep -v grep | grep -v optfile | awk '{print $2}'` if [ -n "$pid" ]; then echo $pid > $PIDFILE fi echo return $RETVAL } stop_() { echo -n "Stopping dsmcad:" killproc -p "$PIDFILE" -d 10 dsmcad RETVAL=$? echo [ $RETVAL = 0 ] && rm -f "$PIDFILE" return "$RETVAL" } status_() { status dsmcad } case "$1" in start) start_ ;; stop) stop_ ;; restart) stop_ start_ ;; status) status_ ;; *) echo "Usage: $0 {start|stop|restart|status}" exit 1 ;; esac Start manually this service : service dsmcad start Check the result : Starting dsmcad: [OK] Run a check up of startup : service dsmcad status Check the result : dsmcad (pid 41176) is running... Add the automatic start of the server reboot service: chkconfig --add dsmcad Check that the automatic start has been successful chkconfig --list |grep dsm Check the result: dsmcad 0:off 1:off 2:off 3:on 4:off 5:on 6:off 7 TDP 7.1 INSTALLATION 7.1 TDP Installation On the Alidaho share site, recover all the TDPO 7.1 for Red Hat 6 client installation binaries in 64 bits: \\alidaho\Private\Internal\ISIS OPERATIONS\SOFTWARE\1-IBM\TSM\TSM 7.1\TDP Agents\Linux\Oracle\TSM_DB_7.1_DP_ML.tar.gz) Transfer the TSM_DB_7.1_DP_ML.tar.gz file to the / install directory of the Red Hat server where the installation will take place. Connect to the Red Hat server with the root account and move to the /install directory: cd / install Start uncompressing the TSM_DB_7.1_DP_ML.tar.gz file. tar xzvf TSM_DB_7.1_DP_ML.tar.gz Move to the /install/TSMORA_LNX/linux86_64 directory cd /install/TSMORA_LNX/linux86_64 Start the installation of the TDP ./TDP-Oracle.x86_64.bin -i console The window below is displayed: Preparing to install ... Extracting the installation resources from the archive ... Configuring the installer for this system's environment ... Launching install ... ===...
ALIZENT Exploitation Purge ODI Base SERVITRAX de production
English
julien.annibal@eu.corp.airliquide.com
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Julien ANNIBAL
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2025-07-28 19:12:51
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Circuit de validation Version Rédigé par Date Vérifié par Date Approuvé par Date 1 François Renault 11/08/2016 Cyrille Cogneville Céline PARIS jj/mm/aaaa ??? jj/mm/aaaa 2 3 Table des versions Annexe 0 MOTS CLES Linux, Red Hat 6, Oracle 11g, Refresh, RMAN, Purge, ODI 1. Objet 4 2. CHAMP D’APPLICATION 4 3. DOCUMENTS DE REFERENCE 4 4. QUELQUES DEFINITIONS 4 5. COMPETENCE ET RESPONSABILITES 5 6. Methologie 6 7. PRE-REQUIS 7 8. Génération des scripts de commande 8 8.1. Création du script de copie des fichiers redologs, standby log et de controle 8 9. Mise en lignes des bases d’archivage de pre-production et de production 9 10. verification de la synchro entre la primaire et la standby 9 10.1. Sur la primaire 9 10.2. Sur la standby 9 11. Arrêt de la base primaire, puis de la standby 10 12. Arrêter le dataguard 10 13. Backup à froid des bases primaire via TSM 11 13.1. Positionnez l’environnement 11 13.2. Ouverture en mount de la base 11 13.3. Backup database : 11 13.4. Fermeture de la base 11 14. Backup a froid des archive log de la base primaire via TSM 12 14.1. Positionnez l’environnement 12 14.2. Ouverture en mount de la base 12 14.3. Backup TSM archive log 12 14.4. Fermeture de la base 12 15. Sauvegarde (copie) des fichiers redologs, des fichiers standby logs et des fichiers de contrôle DE LA PRIMAIRE 12 16. Backup à froid des bases primaire et standby sur disque 13 16.1. Positionnez l’environnement 13 16.2. Ouverture en mount de la base 13 16.3. Backup database : 14 16.4. Fermeture de la base 14 16.5. Déplacement des fichiers de backup vers le répertoire cold_backup_before_odi 14 17. Dump de la base servitrax d’archivage sur disque 14 17.1. Lancez le contenu du script 14 18. appliquer les scripts de pré-purge livrés par la société ZEN CONSEIL 14 18.1. Copie des scripts sur la production SERVITRAX 15 18.2. Copie des scripts sur la production d’archivage SERVITRAX 16 18.3. Copie des scripts sur la production du client ODI 16 18.4. Excécution des scripts sur la production SERVITRAX 17 18.5. Exécution des scripts sur la production d’archivage SERVITRAX 18 18.6. Importation des scénarios de purge sur la production du client ODI 18 19. Préparation de la base de production SERVITRAX 20 19.1. Mettre le paramètre job_queue_processes à 0 20 19.2. Mettre la base MAIN de production en NOARCHIVELOG 20 19.3. Mettre au status deferred la destination des archivelogs pour la standby 21 19.4. Supprimer le mode force_logging 21 19.5. Créer un tablespace temporaire dédié au compte ODI_WORK 21 19.6. Augmenter la taille du tablespace ODI_WORK_STG_DATA 23 19.7. Augmenter la taille du tablespace ODI_WORK_STG_INDEX 23 19.8. Ne conserver qu’un fichier par group de redolog 24 19.9. Verrouiller les comptes applicatifs en SVX% 24 20. lancement du scénario de purge 25 21. operation post purge de la base de production SERVITRAX 26 21.1. Lancer le script de mesure de la purge 26 21.2. Mettre le paramètre job_queue_processes à 1 27 21.3. Mettre la base MAIN de production en ARCHIVELOG 27 21.4. Positionner le mode force_logging 27 21.5. Supprimez le tablespace temporaraire dédié à la purge 28 21.6. Retailler la taille du tablespace ODI_WORK_STG_DATA 28 21.7. Retailler le tablespace ODI_WORK_STG_INDEX 28 21.8. Remettre 2 fichiers par group de redolog 28 21.9. Déverrouiller les comptes applicatifs en SVX% 29 21.10. Recréer le dataguard 29 21.10.1. Backup database : 29 21.10.2. Lancer un backup RMAN du controlfile pour une standby 30 21.10.3. Transfert des fichiers de backup vers le serveur standby. 30 21.10.4. Reconstruction de la base standby 31 21.10.5. Mettre au status VALID la destination des archivelogs pour la standby 32 21.10.6. Vérification du bon fonctionnement du dataguard. 32 21.10.7. Recréation des redologs et des standby redologs sur la standby. 34 21.10.8. Mise en place du mode READ ONLY WITH APPLY. 35 21.10.9. Réactivation du job de monitoring sur la primaire. 38 21.10.10. Suppression des backups du controlfile sur la DTG. 38 21.10.11. Suppression des backups au niveau TSM du DTG. 39 21.10.12. Backup full du DTG sous TSM. 39 21.10.13. Réactivation de la sauvegarde et de la surveillance. 39 ANNEXE 0 – Table des versions 40 ANNEXE 1 – ACTEURS ISIS CONCERNES 40 Objet La présente documentation décrit la procédure de purge de la base SERVITRAX de production. Elle s’exerce notamment tous les ans. CHAMP D’APPLICATION Cette procédure est destinée à tous les administrateurs bases de données suceptibles de procéder à une purge des bases SERVITRAX de production. DOCUMENTS DE REFERENCE N/A QUELQUES DEFINITIONS ALS : Air Liquide Services Base de données : Système de stockage de données structuré et organisé de façon à optimiser la redondance des données et leur accès. Oracle Database : Système de gestion de base de données relationnelle édité par Oracle Corporation. Net Services (ou Oracle Net) : Couche de communication réseau d’Oracle. Listener : Processus d'écoute d'une base de données. Il reçoit les demandes de connexion des clients et autorise les connexions à la base. RMAN : Recovery Manager, édité par Oracle Corporation, est un outil de sauvegarde et de restauration de base de données. Il permet également de restaurer un fichier de base de données (datafile, spfile, controlfile). TSM : outil de backup. COMPETENCE ET RESPONSABILITES Acteurs Responsabilités Administrateur DBA (rédacteur) Réaliser le document d’installation dans son domaine de compétence. Responsable du suivi et des mises à jour. Responsable projet & Expert DBA Vérifier le contenu du document et remonter d’éventuels disfonctionnements ou modifications. Vérifier que le contenu du document est en adéquation avec son projet. Intégrateur (prestataire possible) Une interaction forte doit se créer entre le responsable de ce document et l’intégrateur afin d’arriver à obtenir un document d’installation sans coquille. Responsable de la conformité du document. Methologie La méthode utlisée pour la purge ODI de la base de pré-production SERVITRAX est la suivante : Backup de la base SERVITRAX de production. Backup de la base SERVITRAX d’archivage de production. Lancement des scripts de pré-purge livrés par la société ZEN CONSEIL. Configuration de l’ODI avec le nouveau scénario de purge. Lancement de la purge ODI. PRE-REQUIS Pour une bonne compréhension des différentes étapes, il est indispensable de prendre connaissance du document : ODI.Exploitation_Manuel_operateur.docx où sont décrits les architectures de production et de pré-production des bases SERVITRAX. Pour rappel les bases de production et de pré-production SERVITRAX sont en architecture Dataguard. La base de test SERVITRAX est en architecture Standalone. Les scénarios et pré-requis de la purge ODI sont livrés par la société ZEN CONSEIL, dont voici le contact principal : Gael Schefson (gschefson@zen-conseil.com) Tél : 06 22 14 29 61 Dans ce document, l’environnement technique est le suivant : nom de la machine hébergeant la base MAIN de production SERVITRAX : EUD3-PR-SVXMAIN nom de la base base MAIN de production SERVITRAX : SVXMAIPR nom de la machine hébergeant la base Standby de production SERVITRAX : EUR3-PR-SVXADTG nom de la base base MAIN de production SERVITRAX : SVXMAIPR nom de la machine hébergeant la base MAIN de pré-production SERVITRAX : EUR3-PP-SVXMAIN nom de la base base MAIN de production SERVITRAX : SVXMAIPP nom de la machine hébergeant la base Standby de pré-production SERVITRAX : EUD3-PP-SVXADTG nom de la base base MAIN de production SERVITRAX : SVXMAIPP nom de la machine hébergeant la base de test SERVITRAX : EUR3-TS-SVXORA1 nom de la base base de test SERVITRAX : SVXMAITM nom de la machine hébergeant la base d’archivage de production SERVITRAX : EUD3-PR-SVXARC1 nom de la base base de production d’archivage SERVITRAX : SVXARCPR nom de la machine hébergeant l’ODI Studio de production : EUD2-PR-SVXODI1 nom de la machine hébergeant la base d’archivage de pré-production SERVITRAX : EUR3-PP-SVXARC1 nom de la base base de pré-production d’archivage SERVITRAX : SVXARCPP nom de la machine hébergeant l’ODI Studio de pré-production : EUR2-PP-SVXODI1 nom de la machine de développement utilisée par ZEN CONSEIL : A définir nom de la machine qui nous servira de passerelle pour copier des fichiers : EUR3-PR-CONADM1 L’objectif est de mettre en place les environnements de pré-production et de test en phase avec celui de production, puis de lancer la purge avec l’outil ODI. Génération des scripts de commande L’objectif de cette étape est de générer les scripts permettant de sauvegarder les fichiers de contrôle et redolog de la base avant le lancement de la purge. Création du script de copie des fichiers redologs, standby log et de controle Réalisez ces opérations sur la base primaire. Se connecter sur le serveur hébergeant la base avec le compte oracle: su - oracle Positionner ensuite l’environnement pour la base de données en utilisant l’utilitaire oraenv : . oraenv A l’invitation du prompt, saisissez le nom de l’instance correspondante : Exécutez le fichier suivant : /oraexploit/oracle/servitrax/change/change_purge_odi/make_cp_ctfile_rdofile.sh Il génère le script de backup des redologs, standbylogs et des fichier de controle : /oraexploit/oracle/servitrax/change/change_purge_odi/cp_ctfile_rdofile.sh Vérifiez le contenu de ce fichier. Pour information, le contenu des fichiers exécutées est : cat /oraexploit/oracle/servitrax/change/change_drp/make_cp_ctfile_rdofile.sh sqlplus /nolog @/oraexploit/oracle/servitrax/change/change_purge_odi/make_cp_ctfile_rdofile.sql avec cat /oraexploit/oracle/servitrax/change/change_drp/make_cp_ctfile_rdofile.sql conn / as sysdba set term off set pagesize 0 set linesize 1000 set trims on set feedback off col cmd for a250 spool /oraexploit/oracle/servitrax/change/change_purge_odi/cp_ctfile_rdofile.sh select '#!/bin/bash' from dual; select 'cp -p '||member||' /orabackup/SVXMAIPR/rman/resto_cold/cold_backup/cold_backup_before_odi/redo_avant_backup/' from v$logfile; -- select 'cp -p '||name||' /orabackup/SVXMAIPR/rman/resto_cold/cold_backup/cold_backup_before_odi/ctfile_avant_backup' from v$controlfile; spool off; exit; Mise en lignes des bases d’archivage de pre-production et de production Il faut aligner la taille des tablespaces de la base de production d’archivage (EUD3-PR-SVXARC1/SVXARCPR) sur la base de pré-production sur laquelle les tests ont étés réalisés. select TABLESPACE_NAME,sum(bytes/1024/1024/1024) from dba_data_files group by TABLESPACE_NAME; Agrandir les tablespaces qui le nécessite. verification de la synchro entre la primaire et la standby Sur la primaire Réalisez ces opérations sur la base primaire. Se connecter sur le serveur hébergeant la base primaire avec le compte oracle: su - oracle Positionner ensuite l’environnement pour la base de données en utilisant l’utilitaire oraenv : . oraenv A l’invitation du prompt, saisissez le nom de l’instance correspondante : Exécutez le fichier suivant : sqlplus "/as sysdba" @/oraexploit/oracle/adm/sql/ora_synchro_dg_status_primary.sql exit Il affine la situation de réplication vu de la primaire. Sur la standby Réalisez ces opérations sur la base standby.
": Session established with server EUD3-PR-MUTTSM1ID3SER-TSM002: Windows Server Version 75, Release 15, Level 12.0 Server date/time: 01/08/2015 16:15:35 Last access: 01/08/2015 16:15:35 No schedule returned from server. Waiting to be contacted by the server. Tapez ensuite Q pour arrêter le scheduler lancé manuellement. Modifier le fichier /opt/tivoli/tsm/client/ba/bin/dsm.sys en enlevant les commentaires de la ligne ci-dessous : MANAGEDServices schedule webclient Se positionner dans le répertoire /opt/tivoli/tsm/client/ba/bin : cd /opt/tivoli/tsm/client/ba/bin Renommer l’ancien fichier de démarrage rc.dsmcad : mv rc.dsmcad rc.dsmcad.orig Créer un script de démarrage rc.dsmcad: vi rc.dsmcad Ce fichier doit contenir les lignes ci-dessous : #!/bin/sh # # (C) Copyright IBM Corporation 2011 # # chkconfig: 35 95 5 # description: TSM Client Acceptor Daemon # ### BEGIN INIT INFO # Provides: dsmcad # Required-Start: $local_fs $remote_fs $network # Required-Stop: # Default-Start: 3 5 # Default-Stop: 0 1 2 6 # Short-Description: TSM Client Acceptor Daemon # Description: Start dsmcad to enable scheduler and Web GUI. ### END INIT INFO DSMCAD_DIR=/opt/tivoli/tsm/client/ba/bin DSMCAD_BIN=$DSMCAD_DIR/dsmcad PIDFILE=/var/run/dsmcad.pid if [ ! -x $DSMCAD_BIN ] then echo "$DSMCAD_BIN is not installed" if [ "$1" = "stop" ] then exit 0 else exit 5 fi fi . /etc/init.d/functions start_() { echo -n "Starting dsmcad:" cd $DSMCAD_DIR daemon --pidfile="$PIDFILE" $DSMCAD_BIN RETVAL=$? pid=`ps -ef | grep dsmcad | grep -v grep | grep -v optfile | awk '{print $2}'` if [ -n "$pid" ]; then echo $pid > $PIDFILE fi echo return $RETVAL } stop_() { echo -n "Stopping dsmcad:" killproc -p "$PIDFILE" -d 10 dsmcad RETVAL=$? echo [ $RETVAL = 0 ] && rm -f "$PIDFILE" return "$RETVAL" } status_() { status dsmcad } case "$1" in start) start_ ;; stop) stop_ ;; restart) stop_ start_ ;; status) status_ ;; *) echo "Usage: $0 {start|stop|restart|status}" exit 1 ;; esac Démarrer ensuite manuellement le service : ...
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'ALIZENT International. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 02/05/2018 Marie-Astrid Gerbier 15/10/2018 François RENAULT 09/10/2018 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 1 2 FIELDS OF APPLICATION 2 3 DEFINITIONS 2 4 REFERENCES AND ASSOCIATED DOCUMENTS 2 5 COMPETENCY REQUIREMENTS 2 6 IF YOU LOSE SPFILE AND/OR CONTROLFILE 3 7 COMPLETE RMAN RESTORE/RECOVERY 6 7.1 Database complete restoration with current control file and spfile. 6 7.2 Datafile complete restoration 7 7.3 Tablespace complete restoration 7 8 INCOMPLETE OR PITR RESTORE/RECOVERY 9 8.1 PITR database recovery with current files 9 8.2 PITR tablespace recovery 10 9 RMAN RESTORE/RECOVERY USING DATABASE RESTORE POINTS 12 10 DATABASE RESTORE/RECOVERY FROM A OLD INCARNATION BACKUP 13 11 ANNEX 0 – REVISION TABLE 16 12 ANNEX 1 – AL SERVICES USERS 16 1 PURPOSE This procedure describes different standard cases of Oracle database restoration by Rman (MML or disk). The procedure takes into account the specificities of Oracle linux server environments and architectures. Database must be in archivelog. An Oracle restoration can be done only when a manager validate it. The main topics described here are : If you lose SPFILE and/or controlfile. Complete restoration RMAN. Incomplete or PITR restoration RMAN. Restoration with restore point. Restoration database with a backup make with an incarnation different than the current one. 2 FIELDS OF APPLICATION This procedure is intended for database administrators with at least level N2 in Oracle database administration. 3 DEFINITIONS Oracle Database : Relational database edited by Oracle Corporation. RMAN : Recovery Manager edited by Oracle Corporation. It is a backup/restoration tool used only for Oracle databases. TSM : backup tools edited by IBM. DBPITR : Database point-in-time recovery, it is the restoration of a database at a past time. 4 REFERENCES AND ASSOCIATED DOCUMENTS None 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for executing and updating the document 6 IF YOU LOSE SPFILE AND/OR CONTROLFILE Apply this step before launching a restoration if you have lost your spfile and/or current controlfiles. Different solutions depending on the type of the lost files; only one step below (a or b or c) have to be executed. Step 1 Connect to source server with oracle user. osprompt> su - oracle Step 2 Initialize Oracle environment with database source. osprompt> . oraenv SID initialize your environment with SID. Step 3 Normally the rman parameter AUTOBACKUP is set to ON. If this is not the case, choose the backup set including the SPFILE from the last executed backup (database or archivelogs). For information, if autobackup is on, you can see in the log the default directory of autobackup (Control File and SPFILE Autobackup) osprompt> cd /oraexploit/oracle/adm/log ls -ltr rman_backup*SID* Note the last backup : lastbackupfile view lastbackupfile Search SPFILE and take up piece handle. Ex : including current SPFILE in backup set channel A1: starting piece 1 at 03/05/2018 14:42:57 channel A1: finished piece 1 at 03/05/2018 14:42:58 piece handle=/orabackup/SCAMAITS/rman/SCAMAITS_data_0lt1vjvh_1_1 tag=DBFULLDISK_20180503_144247 comment=NONE ⇒ Called ‘file of spfile’ Step 4 Normally database is down, if not, connect to database and stop it osprompt> sqlplus /as sysdba SQL > SHUTDOWN IMMEDIATE; Step 5A If spfile is available startup nomount database. osprompt> rman target / RMAN > startup nomount; Step 5B Restore spfile if autobackup is on and spfile is not available, connect to rman and restore it. Be careful, the autobackup files is in db_recovery_file_dest parameter. In Alizent db_recovery_file_dest is located at /orafra/oracle/SID/fast_recovery_area osprompt> rman target / RMAN > startup nomount force; Message startup failed: ORA-01078: failure in processing system parameters normal restore spfile from autobackup db_recovery_file_dest='/orafra/oracle/SID/fast_recovery_area' db_name='SID'; shutdown immediate; Step 5C Restore spfile if autobackup is off and spfile is not available. Connect to rman and restore it. osprompt> rman target / RMAN > startup nomount force; Message startup failed: ORA-01078: failure in processing system parameters normal restore spfile from 'backup piece including spfile'; shutdown immediate; Step 6 Normally the rman parameter AUTOBACKUP is on. If not choose the backup set including controlfile backup from the last backup (database or archivelogs). osprompt> cd /oraexploit/oracle/adm/log ls -ltr rman_backup*SID* Note the last backup : lastbackupfile view lastbackupfile Search control file and take up piece handle. Ex : including current control file in backup set channel A4: starting piece 1 at 16-JUL-18 channel A4: finished piece 1 at 16-JUL-18 piece handle=/orabackup/DUPREF/rman/DUPREF_data_07t852al_1_1 tag=DBFULLHOTDISK_${DATE_TIME} comment=NONE ⇒ Called ‘file of controlfile’ Step 7A Restore controlfile if autobackup is on. osprompt> rman target / RMAN > restore controlfile from autobackup; Step 7B Restore controlfile if autobackup is off. osprompt> rman target / RMAN > startup nomount; restore controlfile from 'file of controlfile'; BE CAREFUL : it is necessary to catalog backup piece in RMAN because the controlfile in the ‘file of controlfile’ not have all informations about backup. To check the backupset of the backup : RMAN > list backup tag 'tag_name'; With the log of backups, note the backupsets (piece handle) missing and catalog its : RMAN > CATALOG BACKUPPIECE 'piece_handle’; CATALOG BACKUPPIECE 'piece_handle’; CATALOG BACKUPPIECE 'piece_handle’; … Step 8 Restore complete database or Incomplete or PITR restoration Apply and follow instruction in chapter 7.1 Apply and follow instruction in chapter 8.1 7 COMPLETE RMAN RESTORE/RECOVERY A complete restoration RMAN means that all archivelog backups are available and will be applied to the last database backup. A complete restoration is done when we lost the server. 7.1 Database complete restoration with current control file and spfile. Control file and spfile are available and current. Connect to source server with oracle user. osprompt> su - oracle Initialize Oracle environment with database source. osprompt> . oraenv SID initialize your environment with SID. Connect to database, stop database and mount it osprompt> sqlplus /as sysdba SQL > SHUTDOWN IMMEDIATE; SQL > STARTUP MOUNT; exit Connect to RMAN utility and restore database To do only if you restore with current controlfiles and redologs files. A new incarnation is done. osprompt> rman target / RMAN > RUN { restore database; recover database; alter database open; } It is possible to make a resetlogs to open database if switch of archivelog happened or you lose all the redo log files. Instead alter database open; tape alter database open resetlogs; Make a backup ALWAYS MAKE A BACKUP OF DATABASE AFTER A RESTORATION 7.2 Datafile complete restoration Only datafiles of user data can be restored. It is not possible to restore sysaux or system datafiles. In true, it is better (simple) to restore the tablespace and not only one datafile of tablespace. Connect to source server with oracle user. osprompt> su - oracle Initialize Oracle environment with database source. osprompt> . oraenv SID initialize your environment with SID. Connect to database, note the file_id you want to restore. osprompt> sqlplus /as sysdba SQL > set pages 500 lines 180; col FILE_NAME for A80 select TABLESPACE_NAME,FILE_NAME,FILE_ID from dba_data_files where FILE_NAME='your file_name'; exit Connect to RMAN utility and restore the datafiles that need it. osprompt> rman target / RMAN > RUN { sql "alter database datafile file_id offline"; restore datafile file_id; recover datafile file_id; sql "alter database datafile file_id online"; } Make a backup ALWAYS MAKE A BACKUP OF DATABASE AFTER A RESTORATION 7.3 Tablespace complete restoration Only user data tablespaces can be restored. It is not possible to restore sysaux or system tablespaces. Connect to source server with oracle user. osprompt> su - oracle Initialize Oracle environment with database source. osprompt> . oraenv SID initialize your environment with SID. Connect to RMAN utility and restore tablespace you want If you can not offline tablespace, you need to stop and mount database to make tablespace restoration. osprompt> rman target / RMAN > RUN { sql "alter tablespace tablespace offline"; restore tablespace tablespace; recover tablespace tablespace; sql "alter tablespace tablespace online"; } Make a backup ALWAYS MAKE A BACKUP OF DATABASE AFTER A RESTORATION 8 INCOMPLETE OR PITR RESTORE/RECOVERY A incomplete or Point In Time Recovery should be done when an applicative or user error happens (drop table or bad data). The database must be in archivelog. 8.1 PITR database recovery with current files Current control file and spfile are available. Connect to source server with oracle user. osprompt> su - oracle Initialize Oracle environment with database source. osprompt> . oraenv SID initialize your environment with SID. Connect to database, stop database and mount it osprompt> sqlplus /as sysdba SQL > SHUTDOWN IMMEDIATE; SQL > STARTUP MOUNT; exit Connect to RMAN utility and restore database To do only if you restore with current controlfiles and redologs files. A new incarnation is done. osprompt> rman target / RMAN > RUN { set until time "to_date('Jul 17 2018 10:35:00','Mon DD YYYY HH24:MI:SS')"; restore database; recover database; alter database open resetlogs; } ⇒ adapt the time you wish Make a backup ALWAYS MAKE A BACKUP OF DATABASE AFTER A RESTORATION 8.2 PITR tablespace recovery Only user data tablespaces can be restored, not possible to restore sysaux or system tablespaces. Connect to source server with oracle user. osprompt> su - oracle Initialize Oracle environment with database source. osprompt> . oraenv SID initialize your environment with SID. Check whether the tablespace is compatible to a PITR. osprompt> sqlplus /as sysdba SQL > set pages 500 lines 180; begin dbms_tts.transport_set_check('your_tablespace',TRUE,TRUE); end; / select * from transport_set_violations; If no rows selected in return appears, continue procedure else stop it and make a PITR database restoration. Connect to RMAN utility and make a TSPITR restoration (new feature in 11G). In resume this feature make : A restoration of tablespace in auxiliary instance created by oracle (and deleted after). Export / Import of the data Create or choose an OS directory to host the virtual auxiliary instance osprompt> rman target / RMAN > recover tablespace your_tablespace until time "to_date('17-JUL-18 13:40:00','dd-mon-rr hh24:mi:ss')" auxiliary destination '/orabackup/DUPREF/refresh/tabs'; exit ⇒ adapt your PITR Set the tablespace online. osprompt> sqlplus /as sysdba SQL > alter tablespace your_tablespace online; Make a backup ALWAYS MAKE A BACKUP OF DATABASE AFTER A RESTORATION 9 RMAN RESTORE/RECOVERY USING DATABASE RESTORE POINTS It is possible to restore a database to a restore point we’ve created. Useful to restore a database before application migration for exemple.. Connect to source server with oracle user. osprompt> su - oracle Initialize Oracle environment with database source. osprompt> . oraenv SID initialize your environment with SID. Create restore point. osprompt> sqlplus /as sysdba SQL > create restore point before_change; ⇒ you can change the name. For informations : select * from v$restore_point; ⇒ to check restore point. Drop restore point before_change; ⇒ to drop a restore point Shutdown database and startup in mount state. osprompt> sqlplus /as sysdba SQL > SHUTDOWN IMMEDIATE; SQL > startup mount; Connect to RMAN utility and restore database until your restore point. osprompt> rman target / RMAN > RUN { set until restore point before_change; restore database; recover database; alter database open resetlogs; } Make a backup ALWAYS MAKE A BACKUP OF DATABASE AFTER A RESTORATION 10 DATABASE RESTORE/RECOVERY FROM A OLD INCARNATION BACKUP Each RMAN restore/recovery generates a new database incarnation when the “open resetlogs” option is used. If you need to restore the database with a backup in old incarnation, follows this actions. Connect to source server with oracle user. ...
ALIZENT Oracle Implementation Switchover Or Failover In Dataguard Environment
English
julien.annibal@eu.corp.airliquide.com
7
Julien ANNIBAL
Uncategorized
Published
2025-07-28 22:52:15
9
IT Knowledge
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DISCLAIMER The information contained in this document has been prepared exclusively for internal use by ALIZENT. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 25/04/2018 Gladys RenaultMarie-Astrid Gerbier 20/04/201820/04/2018 François RENAULT 20/04/2018 2 Cyrille COGNEVILLE 14/03/2019 Marie-Astrid 14/03/2019 François RENAULT 14/03/2019 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 2 2 FIELDS OF APPLICATION 2 3 DEFINITIONS 2 4 REFERENCES AND ASSOCIATED DOCUMENTS 2 5 COMPETENCY REQUIREMENTS 2 6 Prerequisites 2 6.1 Verification parameters 3 6.2 Check the synchronization 4 7 SWITCHOVER OPERATION 7 7.1 Switch Primary to Standby 7 7.2 Switch Standby to Primary 8 7.3 Start the redo apply on primary database became standby 9 7.4 Verify the good synchronization 10 7.4 Back to nominale situation 11 8 FAILOVER OPERATION 12 9 ANNEX 0 – REVISION TABLE 13 10 ANNEX 1 – ALIZENT USERS 13 1 PURPOSE This document describes the methodology to implement switchover or failover in a dataguard architecture. A switchover allows the primary database to swap roles with the standby database. There is no data loss during a switchover. After a switchover, each base continues to participate in the Data Guard configuration with its new role. A failover transforms the standby base into the primary role in case of loss of the primary base. Here the mode of operation of the databases being maximum performance, there is a risk of loss of part of the data. Only to do in crash disaster. In practice, it can be exploited for a production change like a DRP test. The main topics described here are : Prerequisites. Switchover operation. Failover operation. Document written and tested in Oracle environment 11GR2. 2 FIELDS OF APPLICATION This procedure is intended for ALIZENT DBA only. 3 DEFINITIONS Oracle Database : Relational database edited by Oracle Corporation. Dataguard : Oracle feature that ensures high availability, data protection, and disaster recovery for enterprise data. 4 REFERENCES AND ASSOCIATED DOCUMENTS None 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for executing and updating the document 6 Prerequisites Administration dataguard can be done in SQL command or by DG Broker interface (DGMGRL). Alizent politic is SQL command. Before to process a switchover or failover (in real case, not necessary to do), it is always good to remember the parameters essential of a dataguard. It is necessary to check the synchronization before the operation. 6.1 Verification parameters Connect to dataguard environment servers ( primary and standby) with oracle user: osprompt> su - oracle Initialize Oracle environment with database source. osprompt> . oraenv sqlplus / as sysdba initialize your environment with SID. On both database, verify the PROTECTION_MODE at MAXIMUM PERFORMANCE PROTECTION_MODE at MAXIMUM PERFORMANCE : default mode, tolerates standby loss and transmission is asynchronous. SQL > SELECT PROTECTION_MODE FROM V$DATABASE; On both database, verify the DB_NAME that must be the same SQL > SELECT NAME FROM V$DATABASE; On both database, verify the DB_UNIQUE_NAME that must not be the same WARNING: The result can be sometimes “null” even if the instance parameter db_unique_name has been set. SQL > SELECT DB_UNIQUE_NAME FROM V$DATABASE; On both database, verify the LOG_ARCHIVE_CONFIG The value must be DG_CONFIG=(DB_UNIQUE_NAME primary, DB_UNIQUE_NAME standby) SQL> show parameter LOG_ARCHIVE_CONFIG On both database, verify the LOG_ARCHIVE_DEST_1 The value must be LOCATION=USE_DB_RECOVERY_FILE_DEST VALID_FOR=(ALL_LOGFILES,ALL_ROLES) DB_UNIQUE_NAME=db_unique_name SQL> show parameter LOG_ARCHIVE_DEST_1 On both database, verify the LOG_ARCHIVE_DEST_2 The value must be SERVICE=alias_tns ASYNC VALID_FOR=(ONLINE_LOGFILES,PRIMARY_ROLE) DB_UNIQUE_NAME=db_unique_name Verify the alias_tns points on database environment. For primary, alias_tns must point on standby database. For standby, alias_tns must point on primary database. SQL> show parameter LOG_ARCHIVE_DEST_2 osprompt> tnsping alias_tns On both database, verify the FAL_SERVER The value must be alias_tns For primary, alias_tns must point on standby database. For standby, alias_tns must point on primary database. SQL> show parameter FAL_SERVER osprompt> tnsping alias_tns 6.2 Check the synchronization If any difference occurs during the checklist, analyze and resolve it before doing operation. Connect to dataguard environment servers ( primary and standby) with oracle user: osprompt> su - oracle Initialize Oracle environment with database source. osprompt> . oraenv sqlplus / as sysdba initialize your environment with SID. On primary database (called instance A whatever database role), verify the last archive generated. SQL> SELECT SEQUENCE#, ARCHIVED, APPLIED from v$archived_log where dest_id=2 order by 1; Or run sql file SQL> @/oraexploit/oracle/adm/sql/ora_synchro_dg_status_primary.sql On standby database (called instance B whatever database role), verify the last archive applied SQL> SELECT SEQUENCE#, ARCHIVED, APPLIED from v$archived_log where dest_id= 1order by 1; Or run sql file SQL> @/oraexploit/oracle/adm/sql/ora_synchro_dg_status_standby.sql With the 2 last request, check the good agreement. With the sql command, the last archive generated on primary must be the last archive applied mode IN-MEMORY on standby. With the sql file, the CURRENT_PRIMARY_SEQ on primary must be Last Received on standby. On standby database (called instance B whatever database role), check gap status SQL> select * from v$archive_gap; No row in result expected SQL> SELECT STATUS, GAP_STATUS FROM V$ARCHIVE_DEST_STATUS WHERE DEST_ID = 2; No gap in result On primary database (called instance A whatever database role), check mode status SQL> select name, open_mode, database_role from v$database; Primary and Read Write in result expected SQL> SELECT RECOVERY_MODE FROM V$ARCHIVE_DEST_STATUS WHERE DEST_ID=2; MANAGED REAL TIME APPLY in result expected SQL> SELECT SWITCHOVER_STATUS FROM V$DATABASE; TO STANDBY or SESSION ACTIVE in result expected On standby database (called instance B whatever database role), check mode status SQL> select name, open_mode, database_role from v$database; Physical Standby and Read Only With Apply in result expected SQL> select SEQUENCE#, PROCESS, STATUS from v$managed_standby; Process MRP0 in APPLYING_LOG status in result expected 7 SWITCHOVER OPERATION REMINDER : a switchover allows the primary database to swap roles with the standby database. There is no data loss during a switchover. After a switchover, each base continues to participate in the Data Guard configuration with its new role. 7.1 Switch Primary to Standby Connect to dataguard environment servers ( primary and standby) with oracle user: osprompt> su - oracle Initialize Oracle environment with database source. osprompt> . oraenv sqlplus / as sysdba initialize your environment with SID. On both database, ultime check archive log status. It must be the same number. ON PRIMARY SQL> select max(sequence#) from v$archived_log where name is not null; ON STANDBY SQL> select max(sequence#), applied from v$archived_log where name is not null and applied !='NO' group by applied; If there are many incarnations, write this sql : SQL> select sequence#,to_char(first_time,'dd/mm/yy hh24:mi:ss') as "DATE" , APPLIED from v$archived_log where first_time = (select max(first_time) from v$archived_log) and applied != 'NO'; On primary database (called instance A whatever database role), switch to standby SQL> ALTER DATABASE COMMIT TO SWITCHOVER TO PHYSICAL STANDBY WITH SESSION SHUTDOWN; Database is closed. On primary database became standby (called instance A whatever database role), mount database in standby mode SQL> startup nomount; alter database mount standby database; On primary database became standby (called instance A whatever database role), check switchover status and database role SQL> SELECT SWITCHOVER_STATUS FROM V$DATABASE; TO PRIMARY, RECOVERY NEEDED, NOT ALLOWED or SESSION ACTIVE in result expected SQL> select name, open_mode, database_role from v$database; MOUNTED and PHYSICAL STANDBY result expected 7.2 Switch Standby to Primary On standby database future primary (called instance B whatever database role), check switchover status SQL> SELECT SWITCHOVER_STATUS FROM V$DATABASE; TO PRIMARY or SESSIONS ACTIVE in result expected On standby database future primary (called instance B whatever database role), switch to primary SQL> ALTER DATABASE COMMIT TO SWITCHOVER TO PRIMARY WITH SESSION SHUTDOWN; On standby database became primary (called instance B whatever database role), open database SQL> alter database open; On standby database became primary (called instance B whatever database role), check switchover status and database role Wait 2 minutes then: SQL> SELECT SWITCHOVER_STATUS FROM V$DATABASE; TO STANDBY, RESOLVED GAP or SESSION ACTIVE in result expected SQL> select name, open_mode, database_role from v$database; READ WRITE and PRIMARY result expected 7.3 Start the redo apply on primary database became standby On primary database became standby (called instance A whatever database role), open database and check database role SQL> alter database open; select name, open_mode, database_role from v$database; READ ONLY and PHYSICAL STANDBY result expected On primary database became standby (called instance A whatever database role), start the redo apply SQL> ALTER DATABASE RECOVER MANAGED STANDBY DATABASE USING CURRENT LOGFILE DISCONNECT FROM SESSION; On both databases, check the switchover status SQL> SELECT SWITCHOVER_STATUS FROM V$DATABASE; For primary became standby , SWITCH_OVERSTATUS must be NOT ALLOWED. For standby became primary , SWITCH_OVERSTATUS must be TO STANDBY or SESSION ACTIVE. Ask the System Team to switch the IP Address in the DNS. 7.4 Verify the good synchronization On standby database became primary (called instance B whatever database role), verify the last archive generated. SQL> SELECT SEQUENCE#, ARCHIVED, APPLIED from v$archived_log where dest_id=2 order by 1; Or run sql file SQL> @/oraexploit/oracle/adm/sql/ora_synchro_dg_status_primary.sql On primary database became standby (called instance A whatever database role), verify the last archive applied SQL> SELECT SEQUENCE#, ARCHIVED, APPLIED from v$archived_log where dest_id= 1order by 1; Or run sql file SQL> @/oraexploit/oracle/adm/sql/ora_synchro_dg_status_standby.sql With the 2 last request, check the good agreement. With the sql command, the last archive generated on primary must be the last archive applied mode IN-MEMORY on standby. With the sql file, the CURRENT_PRIMARY_SEQ on primary must be Last Received on standby. On primary database became standby (called instance A whatever database role), check gap status SQL> select * from v$archive_gap; No row in result expected SQL> SELECT STATUS, GAP_STATUS FROM V$ARCHIVE_DEST_STATUS WHERE DEST_ID = 2;
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'Air Liquide Services. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Céline PARIS 03/03/2017 François RENAULT Pierre ROBIN Marie-Astrid GERBIER 07/03/2017 07/03/2017 07/03/2017 Laurent VICAIRE 07/03/2017 2 3 Keywords SQL Server, Instance, Database TABLE OF CONTENTS PURPOSE 2 FIELD OF APPLICATION 2 DEFINITIONS 2 REFERENCES AND ASSOCIATED DOCUMENTS 2 COMPETENCY REQUIREMENTS 2 PRE-REQUISITES 2 RESTART SQL SERVER 3 Connection 3 Check active session 3 Restart VM 6 Check SQL Server services 6 ANNEX 0 – REVISION TABLE 7 ANNEX 1 – AL SERVICES USERS 7 PURPOSE This document serves as a reference to perform a proper restart of SQL servers. FIELD OF APPLICATION When the SQL server needs to be restarted, we need to perform some tasks, to minimize applications and operations system issues, in order to ensure a proper restart. This can be performed during a change or an incident by : the support team the system team onduty team (after validation of dba team) DEFINITIONS SSMS or SQL Server Management Studio: SQL Server instances administration graphic tool REFERENCES AND ASSOCIATED DOCUMENTS None COMPETENCY REQUIREMENTS None PRE-REQUISITES Teams need rights to connect to VM SQL and SQL instance. RESTART SQL SERVER The virtual machine must be restarted. It’s important to follow all instructions to avoid losing data. Connection Connect to the SQL server VM you want to restart, using Remote Desktop Connection. Go to Start > Run Enter mstsc Now enter the name of SQL Server machine and connect with your alidaho account. Check active session The first step is to launch command window. Go to Start > Run > cmd Enter into command window Sqlcmd -Lc to have all instances name. The second step consists in connecting to Microsoft SQL Server Management Studio. Go to Start > All Programs > Microsoft SQL Server XXXX > SQL Server Management Studio Connect on each instance and check active sessions. Use “Windows Authentication” and click on “Connect”. Open a SQL window. Click on “New Query” and enter this query: SELECT DB_NAME(dbid) as DBName, COUNT(dbid) as NBSession, Loginame as LoginName FROM sys.sysprocesses WHERE dbid > 0 AND DB_NAME(dbid) not in ('master', 'msdb') GROUP BY dbid, loginame; All applicatives sessions must be closed. Contact support team and ask them to stop applications. You should check again all active session. Restart VM All applications are stopped. Go to C:\Exploit\Batch Execute the batch “RestartServer” and press any key to restart the VM. Check SQL Server services The virtual machine is restarted. You must check the status of SQL Server services. Go to Start > All Programs > Microsoft SQL Server XXXX > Configuration Tools > SQL Server Configuration Manager If all status are "running" then restart was ok, you have to contact support team for restarting applications. Else contact the dba team. ANNEX 0 – REVISION TABLE Revision history Revis° Indicate the modified sections and provide a short description of the change 1 Creation of the document 2 3 ANNEX 1 – AL SERVICES USERS At the application date, the list of AL Services users is: Global Infra & Operations DBA team Céline PARIS, François RENAULT System & storage team Alain COUSTILLAS; Laurent BORDES; Karim BENROUAIN BU Europe Support Level 1 Onduty Team alain.coustillas@alizent.com; alexandre.luc@alizent.com; celine.paris@alizent.com; djamel.tarek@alizent.com; gontran.dantin@alizent.com; guillaume.faure@alizent.com; guillaume.soyer@alizent.com; hadrien.lefort@alizent.com; kamel.elkababri@alizent.com; karim.benrouain@alizent.com; laurent.bordes@alizent.com; laurent.vicaire@alizent.com; maxence.beaujolais@alizent.com; philippe.moreau-fr-als@alizent.com; remi.felice@alizent.com; sebastien.raude@alizent.com; xavier.dufour@alizent.com; Copy: Rémi BRUVIER; Ismael SY; Samy DJEFFEL; Cyrille COGNEVILLE; Pierre ROBIN
ALIZENT SERVITRAX Refresh preproduction from production backup on TSM
English
julien.annibal@eu.corp.airliquide.com
5
Julien ANNIBAL
Uncategorized
Published
2025-07-28 19:11:07
9
IT Knowledge
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GIO-CS-EUR-PAAS-DB-L3
AVERTISSEMENT Le présent document contient des informations qui ont été élaborées exclusivement pour l’usage interne d’Air Liquide Services. Le présent document est confidentiel et est la propriété exclusive d’Air Liquide. Air Liquide décline toute responsabilité en cas d’utilisation par un tiers des informations contenues dans ce document, de quelque façon que ce soit, sans l’autorisation préalable d’Air Liquide. Air Liquide ne donne aucune garantie et, n’assume aucun engagement concernant ces informations ou suggestions. En particulier, Air Liquide ne donne aucune garantie quant au caractère exhaustif du présent document et décline toutes responsabilités, explicites ou implicites, y compris la garantie de qualité marchande et la garantie d’aptitude à satisfaire un usage ou un objet particulier. Ce document a été rédigé en français. Circuit de validation Version Rédigé par Date Vérifié par Date Approuvé par Date 1 Cyrille COGNEVILLE 11/08/2016 François RENAULT Céline PARIS Marie-Astrid GERBIER 23/10/2017 22/08/2016 01/02/2017 Laurent VICAIRE 06/03/2017 2 Cyrille COGNEVILLE 25/10/2017 Céline PARIS Marie-Astrid GERBIER 27/10/2017 30/10/2017 François RENAULT 27/10/2017 3 Table des versions Annexe 0 MOTS CLÉS Linux, Red Hat 6, Oracle 11g, Refresh, RMAN, Duplicate 1 OBJET 3 2 CHAMP D’APPLICATION 3 3 DOCUMENTS DE RÉFÉRENCE 3 4 QUELQUES DÉFINITIONS 3 5 COMPÉTENCE ET RESPONSABILITÉS 3 6 METHODOLOGIE 4 7 PRÉ-REQUIS 4 8 LANCEMENT DE LA PROCÉDURE DE REFRESH 5 8.1 Arrêt de la DBConsole. 5 8.2 Arrêt de la base de données Standby de PRÉ PRODUCTION avant duplication 6 8.3 Pré-requis à la duplication sur la base cible (PRÉ PRODUCTION pour la première fois) 6 8.4 Duplication sur la base cible (PRÉ-PRODUCTION). 7 8.4.1 Backup des archivelogs sur la base dataguard de production 7 8.4.2 Mettre la base de pré production à rafraîchir en NOMOUNT 7 8.4.3 Supprimer les fichiers temporaires de la base MAIN SVXMAIPP qui va être rafraîchie 8 8.4.4 Editez le fichier de duplication RMAN 8 8.4.5 Lancez la duplication RMAN 9 9 ETAPES POST-DUPLICATION 10 9.1 Mise à jour des directories Oracle 10 9.2 Mise à jour des mots de passe 10 9.3 Recréation des standby redo log 11 9.4 Recréation des tempfiles 12 9.5 Réinstaller la DBConsole 12 10 RECONSTRUCTION DE LA BASE STANDBY (PRÉ PRODUCTION) 14 10.1 Lancement d’un backup RMAN 14 10.2 Transfert des fichiers de backup vers le serveur standby (PRÉ-PRODUCTION) 14 10.3 Reconstruction de la base standby (PRÉ-PRODUCTION) 15 10.4 Vérification du bon fonctionnement du dataguard 16 10.5 Recréation des redologs et des standby redologs sur la standby 16 10.6 Mise en place du mode READ ONLY WITH APPLY 18 11 RAFRAÎCHISSEMENT POUR STRESS TESTS 21 11.1 Déroulement des Stress Tests 21 11.2 Activation du flashback database sur la base Standby 21 11.3 Backup RMAN 22 11.4 Création du premier point de restore 23 11.5 Création du second point de restore 23 11.6 Restauration de la base Primaire 24 11.7 Flashback Database de la base Standby 25 11.7.1 Récupération du SCN du resetlogs 25 11.7.2 Flashback database de la base Standby 26 11.7.3 Activation du recovery managed sur la base Standby 26 11.8 Désactivation du flashback database sur la base Standby 28 ANNEXE 0 – TABLE DES VERSIONS 30 ANNEXE 1 – ACTEURS ALS CONCERNÉS 30 1 OBJET La présente documentation décrit la procédure de refresh de données des environnements de pré-production Servitrax 11g par une duplication TSM. 2 CHAMP D’APPLICATION Cette procédure est destinée à tous les administrateurs bases de données susceptibles de procéder à un rafraîchissement de données d’un environnement de pré-production Servitrax 11G à partir des données de Production. 3 DOCUMENTS DE RÉFÉRENCE N/A 4 QUELQUES DÉFINITIONS ALS : Air Liquide Services Base de données : Système de stockage de données structuré et organisé de façon à optimiser la redondance des données et leur accès. Oracle Database : Système de gestion de base de données relationnelle édité par Oracle Corporation. Net Services (ou Oracle Net) : Couche de communication réseau d’Oracle. Listener : Processus d'écoute d'une base de données. Il reçoit les demandes de connexion des clients et autorise les connexions à la base. RMAN : Recovery Manager, édité par Oracle Corporation, est un outil de sauvegarde et de restauration de base de données. Il permet également de restaurer un fichier de base de données (datafile, spfile, controlfile). TSM : Outil de backup. 5 COMPÉTENCE ET RESPONSABILITÉS Acteurs Responsabilités Administrateur DBA (rédacteur) Réaliser le document d’installation dans son domaine de compétence. Responsable du suivi et des mises à jour. Responsable projet & Expert DBA Vérifier le contenu du document et remonter d’éventuels dysfonctionnements ou modifications. Vérifier que le contenu du document est en adéquation avec son projet. Intégrateur (prestataire possible) Une interaction forte doit se créer entre le responsable de ce document et l’intégrateur afin d’arriver à obtenir un document d’installation sans coquille. Responsable de la conformité du document. 6 METHODOLOGIE La méthode utilisée pour les rafraîchissements d’environnements de pré-production Servitrax 11g avec TSM est la suivante : Duplication RMAN de la base Standby de production sur la base Main de pré-production via les sauvegardes TSM de la base Standby de production. Une fois la base de pré-production restaurée, quelques scripts SQL post-refresh sont à exécuter sur la base de données (modifications de mot de passe, mise à jour des directories, …). Sur l’environnement de pré-production uniquement, dès que la base Main est opérationnelle, la base de Dataguard doit être reconstruite. 7 PRÉ-REQUIS Le TDPO TSM doit être installé et configuré sur le serveur de pré-production de la base MAIN SVX (EUR3-PP-SVXMAIN). La duplication RMAN s’effectuant à partir de la base dataguard de production (EUR3-PR-SVXADTG), il faut s’assurer que les backups soient effectifs et valides. Le TDPO installé sur la pré-production utilise le référentiel TSM du dataguard de production. Emplacement du TDPO utilisé sur EUR3-PP-SVXMAIN : /opt/tivoli/tsm/client/oracle/bin64/SVXMAIPR/tdpo_SVXMAIPR.opt N’ayant pas de catalogue RMAN, la duplication s’effectue par la consultation du controlfile du dataguard de production. Il faut donc pour cela que le flux réseau soit ouvert dans le sens EUR3-PP-SVXMAIN / EUR3-PP-SVXADTG sur le port 1521. Une entrée dans le tnsnames.ora du serveur de préproduction EUR3-PP-SVXMAIN doit être insérée pour accéder à la base. Ajout de l’entrée du tnsnames.ora : DUPSVXPROD = (DESCRIPTION = (ADDRESS = (PROTOCOL = TCP)(HOST = EUR3-PR-SVXADTG.alidaho.com)(PORT = 1521)) (CONNECT_DATA = (SERVER = DEDICATED) (SERVICE_NAME = SVXMAIPR) ) ) Bien qu’un flux soit ouvert entre la pré-production et la production, celui ne s’effectue que sur le dataguard de production ouvert en lecture seule. Cette entrée tnsnames.ora ne doit être connu que des DBAs. Ces pré-requis sont déjà implémentés et ne sont inscrits dans ce document qu'à titre indicatif. 8 LANCEMENT DE LA PROCÉDURE DE REFRESH IMPORTANT : TOUTES LES OPÉRATIONS DU REFRESH S’EFFECTUENT À PARTIR DU SERVEUR DE PRE-PRODUCTION EUR3-PP-SVXMAIN. RIEN NE S’EFFECTUE DEPUIS LA PRODUCTION. La procédure de rafraîchissement de la base de données Main de pré-production à partir du Dataguard de production s’effectue en plusieurs étapes. 8.1 Arrêt de la DBConsole. La DBConsole est configurée sur la base de pré-production. Pour éviter tout problème après duplication il faut l’arrêter, la supprimer et désactiver le job de surveillance associé. Toutes les actions s’effectuent sous EUR3-PP-SVXMAIN. Arrêt de la DBConsole : su - oracle . oraenv A l’invitation du prompt, saisissez le nom de l’instance de PRÉ-PRODUCTION : SVXMAIPP Commande d’arrêt : $ORACLE_HOME/bin/emctl stop dbconsole Suppression de la DBConsole : su - oracle . oraenv A l’invitation du prompt, saisissez le nom de l’instance de PRÉ PRODUCTION : SVXMAIPP Commande de suppression : $ORACLE_HOME/bin/emca -deconfig dbcontrol db -repos drop Il faudra renseigner le nom de la base (SVXMAIPP), le port d’écoute (1521) et les password de SYS et SYSMAN. Désactivation de la surveillance DBConsole : Éditer la crontab du compte UNIX oracle : crontab -e Commenter la ligne de monitoring : # Monitoring de la DBCONSOLE toutes les 15 minutes #00,15,30,45 * * * * /oraexploit/oracle/adm/scripts/ora_verif_dbconsole.sh 8.2 Arrêt de la base de données Standby de PRÉ PRODUCTION avant duplication Se connecter sur le serveur hébergeant la base standby de PRÉ-PRODUCTION (EUD3-PP-SVXADTG) avec le compte oracle: su - oracle Positionner ensuite l’environnement pour la base de données Standby en utilisant l’utilitaire oraenv : . oraenv A l’invitation du prompt, saisissez le nom de l’instance de PRÉ-PRODUCTION : SVXMAIPP Se connecter ensuite à l’instance avec sqlplus et taper les commandes ci-dessous pour arrêter la base de données Standby : sqlplus / as sysdba shutdown immediate; exit 8.3 Pré-requis à la duplication sur la base cible (PRÉ PRODUCTION pour la première fois) Lors de la première duplication ou en cas de perte du spfile de la base primaire de pré-production, il faut mettre en place un paramétrage spécifique pour renommer automatiquement les chemins physiques des fichiers de données Oracle. Se connecter sur le serveur hébergeant la base Primaire de PRÉ-PRODUCTION (EUR3-PP-SVXMAIN) ou d’INTEGRATION (EUR3-IT-SVXORA2) avec le compte oracle: su - oracle Positionner ensuite l’environnement pour la base de données Standby en utilisant l’utilitaire oraenv : . oraenv A l’invitation du prompt, saisissez le nom de l’instance de PRÉ-PRODUCTION : SVXMAIPP Se connecter ensuite à l’instance avec sqlplus et taper les commandes ci-dessous : sqlplus / as sysdba alter system set LOG_FILE_NAME_CONVERT='SVXMAIPR','SVXMAIPP' scope=spfile; alter system set DB_FILE_NAME_CONVERT='SVXMAIPR','SVXMAIPP' scope=spfile; shutdown immediate startup nomount exit Si nécessaire, désactiver les jobs : alter system set job_queue_processes=0 scope=both; 8.4 Duplication sur la base cible (PRÉ-PRODUCTION). 8.4.1 Backup des archivelogs sur la base dataguard de production S’assurer que les archivelogs sur le dataguard de production (sur EUR3-PR-SVXADTG) correspondant à l’heure désirée du rafraîchissement ont été sauvegardées via TSM. Se connecter sur le serveur hébergeant la base dataguard PRODUCTION (EUR3-PR-SVXMAIN) avec le compte oracle: su - oracle Positionner ensuite l’environnement pour la base de données Standby en utilisant l’utilitaire oraenv : . oraenv A l’invitation du prompt, saisissez le nom de l’instance de PRÉ-PRODUCTION : SVXMAIPR Lancez les commandes suivantes : export NLS_DATE_FORMAT="DD/MM/YYYY HH24:MI:SS" rman target=/ nocatalog <
CLOUD DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'Air Liquide Services. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Eric VAGAO 12/01/2021 Marie-Astrid GERBIER Julien ANNIBAL 15/01/2021 15/01/2021 François RENAULT 15/01/2021 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS PURPOSE 3 FIELDS OF APPLICATION 3 DEFINITIONS 3 REFERENCES AND ASSOCIATED DOCUMENTS 3 COMPETENCY REQUIREMENTS 3 ALIZENT ERP 3 Tools 3 Connection 3 ERP SQL Instance 3 ERP monitoring 4 LCS Monitoring and Diagnostics 4 LCS connection 4 LCS access monitoring and diagnostics 5 SQL tools monitoring and diagnostics 7 Raw Logs 7 Health metrics 8 SQL insights 8 Live View 9 Queries 9 Actions 10 Performance Metrics 11 Index Analysis 12 SQL Batch processing 12 ANNEX 0 – REVISION TABLE 14 ANNEX 1 – ALIZENT USERS 14 PURPOSE This document describes the possibility to diagnose and tune the performance of the Alizent ERP database. FIELDS OF APPLICATION The document is intended for SQL Server database administrators who can install or work on SQL Server databases. DEFINITIONS LCS: LCS is a Microsoft Azure-based collaboration portal that provides a unifying, collaborative environment along with a set of regularly updated services that help you manage the application lifecycle of your implementations.. Dynamics 365: Dynamics 365 is a set of intelligent business applications that helps you run your entire business and deliver greater results through predictive, AI-driven insights. It‘s a product line of enterprise resource planning (ERP) and customer relationship management (CRM) applications SQL Insights: The Monitoring and diagnostics portal also includes advanced SQL troubleshooting tools to enable performance analysis. Some of these tools are similar to the DynPerf tool that was used for SQL troubleshooting in Microsoft Dynamics AX 2012 REFERENCES AND ASSOCIATED DOCUMENTS NA COMPETENCY REQUIREMENTS This procedure is intended for Database administrators.It is of database administrators responsibility to keep this document up-to-date. ALIZENT ERP Tools Alizent ERP have been deploy on Microsoft dynamics 365 Finance and Operations apps Connection To connect on ERP, you can use the link https://alizent-finops.operations.dynamics.com/ This link is use by user like by ERP administrator ERP SQL Instance Microsoft dynamics 365 use AZURE SQL Server to store his databases ERP monitoring To manage application lifecycle of the Dynamics 365 Finance and Operations apps, we use LCS (Lifecycle Services) and across it, we can monitor, diagnose, and analyze the health of the Finance and Operations environments LCS Monitoring and Diagnostics LCS connection To monitor and diagnose Dynamics 365, you need to connect on LCS. Link : https://lcs.dynamics.com/v2 and choose project MovIT On this page, at right, there are several environments like production, test. LCS access monitoring and diagnostics To access on monitoring and diagnostics page, under environment, click on ‘Full détails’ Scroll down until you see and click on ‘Environment monitoring’ SQL tools monitoring and diagnostics You have several tools to monitor and diagnose SQL azure instance behind environment Raw Logs Raw logs can be acceded with tab ‘Activity’ over ‘Query name’, you can choose logs you want to read. One log seems to be pertinent, ‘Slow queries’ but not really usable Health metrics This tab can get a global trend of the environment. You can have percentage information like : SQL deadlock SQL duplicate key exceptions SQL statements (faile and percentage) SQL insights SQL insights is the complet tool to monitor and diagnostics azure sql server There have five tools under SQL insights Live View – Shows current DTU, executing statements, and blocking statements. The current SQL Now page that shows performance issues will be replaced with Live View. Queries – Shows a list of predefined queries that can be used to retrieve metrics on demand. Examples of queries include a current blocking tree, a list of active plan guides, and a list of most expensive queries.ImportantTo help guarantee that the query results are returned instantaneously, most of the queries are run synchronously. However, if there is an ongoing performance issue, synchronous query execution might cause a time-out error. To address this issue, a new Use Fast Query option has been added. By default, this option is turned on for most queries. If you receive a time-out error after you run a query, turn the Use Fast Query option off, and then try to run the query again. The query will now run asynchronously. Actions – Shows a list of predefined actions that should be taken to mitigate issues in the sandbox and production environments. Examples of actions include adding/dropping an index, updating stats on a table, rebuilding indexes, and terminating a blocking statement. Any time that an action is performed, the environment history for an environment will show a record for the action performed. A history record is created only for actions and not when queries are executed. Performance Metrics – Shows the most expensive queries that were run in the system during the selected period, based on logical I/O, execution count, duration, CPU time, and wait count. This data is queried from the SQL query store. The data is retained for 30 days, and the tool runs its data collection every day at a random time between midnight and 4 AM in the time zone in which your environment is hosted. The last run date and time is visible from your environment details page in Lifecycle Services, under the Monitoring tab in the Last run field. To use the tool, select a period during the last 30 days. When the query results appear, select the bar in the duration chart to highlight where the query falls based on other metrics. On the Statement tab, you can either view the query or download the query execution plan. Index Analysis – Shows aggregated index and table information, based on user scans, user seeks, user updates, and row count. Like performance metrics, this tool shows the trend for the selected index along with additional table metrics. SQL Batch processing Regularly, Microsoft adds functionality on system administration Dynamics 365 and currently, there are two batch processing about databases. Only Dynamics 365 administrator can enable and configure these tasks. Database compression system job that needs to run regularly during off hours 1 time per day Database index rebuild system job that needs to run regularly during off hours 1 time per day Since jobs have been enable, no performance issue appear on ERP ANNEX 0 – REVISION TABLE Revision history Revis° Indicate the modified sections and provide a short description of the change 1 Creation 2 3 ANNEX 1 – ALIZENT USERS At the application date, the list of ALIZENT users is: dl-fradvancedit-services-databases@airliquide.com Julien ANNIBAL, Eric VAGAO, François RENAULT ERP actors Jean-Baptiste LOZZA, Sébastien RAUDE, Clotilde BUTIN, José CANADAS
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'Air Liquide Services. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 27/04/2018 Marie-Astrid GERBIERGladys RENAULT 30/04/201830/04/2018 François RENAULT 30/04/2018 2 3 Keywords BIG DATA HADOOP SERVITRAX ORACLE TABLE OF CONTENTS 1 PURPOSE 2 2 FIELDS OF APPLICATION 2 3 DEFINITIONS 2 4 REFERENCES AND ASSOCIATED DOCUMENTS 2 5 COMPETENCY REQUIREMENTS 2 6 METHODOLOGY 3 7 ORACLE BULK_CSV PROCEDURE 4 8 SHELL SCRIPT EXTRACT_HADOOP 7 9 TABLE LIST OF SERVITRAX EXTRACTION 8 11 ANNEX 0 – REVISION TABLE 9 12 ANNEX 1 – AL SERVICES USERS 9 1 PURPOSE This documentation describes the procedure set up on the Oracle server for the extraction of certain tables necessary for the integration of Bigdata Hadoop. 2 FIELDS OF APPLICATION This procedure is intended for any ALIZENT DBA or support operator who may work on any Oracle environment database servers for Servitrax application.. 3 DEFINITIONS Oracle Database : Relational database edited by Oracle Corporation. Hadoop : Collection of open-source software utilities that facilitate using a network of many computers to solve problems involving massive amounts of data and computation.. Servitrax : Alizent application to provides, in Western Europe, a standard tracking and supply chain execution system for Packaged Gas activities. 4 REFERENCES AND ASSOCIATED DOCUMENTS None 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for executing and updating the document 6 METHODOLOGY This document is only intended for Servitrax application production (implemented in preproduction for test too). Databases Servitrax technology is Oracle : an active dataguard feature. The effective extraction (execution) is only did in standby environment. Primary database : SID SVXMAIPR on EUD3-PR-SVXMAIN server. Standby database : SID SVXMAIPR on EUR3-PR-SVXADTG server. On standby server database (EUR3-PR-SVXADTG), two tools was installed : LZOP : tool for file compression. SSHPASS : tool for copy files in shh with password between servers. Script shell extract_hadoop.sh was created to make the extraction. This script shell uses a new Oracle procedure created on primary servers and replicated on standby : BULK_CSV owner SYS schema. This script shell run every sunday 05 AM. It is not monitored and no alert is reported if the batch failed. 7 ORACLE BULK_CSV PROCEDURE The BULK_CSV procedure allows to extract a table on flat file in CSV format. This procedure is 20 times faster and more efficient than a traditional SQL query extraction. It uses cursors per packet of 10 000 records in order to avoid any Oracle memory problem and thus avoiding overconsumption of resources. The standby is only in READ ONLY mode, it is therefore necessary to create this procedure on the primary so that it is replicated on the standby. The creation is done only once. The execution of the procedure is carried out by the information of 3 variables: directory oracle - name flat file csv - request. Exemple : exec bulk_csv('EXTRACT_CSV','F_IBS_ROLE.csv','select * from svx_ch.IBS_ROLE'); For the moment SYS owner, only this schema can execute it. If necessary and according to condition, it can be executed by other schema. A new oracle directory named EXTRACT_CSV must be created to receive flat CSV files. The fs /orabackup is indicated for this and a new linux directory named /orabackup/SID/extract must be initiated on it (both server). As for the creation of the BULK_CSV procedure, the oracle directory must be created on the primary which will automatically replicate it on the standby. Procedure BULK_CSV : -------------------------------------- CREATE TYPE collist IS TABLE OF VARCHAR2 (4000) / CREATE OR REPLACE PROCEDURE bulk_csv (directory_name VARCHAR2, file_name VARCHAR2, query VARCHAR2) AUTHID CURRENT_USER IS -- $Id$ fh UTL_FILE.file_type; stmt VARCHAR2 (32767) := NULL; header VARCHAR2 (32767) := NULL; curid NUMBER; desctab DBMS_SQL.DESC_TAB; colcnt NUMBER; namevar VARCHAR2 (32767); TYPE cola IS TABLE OF collist INDEX BY BINARY_INTEGER; res cola; rcur SYS_REFCURSOR; current_line VARCHAR2 (32767); next_line VARCHAR2 (32767); BEGIN curid := DBMS_SQL.open_cursor; DBMS_SQL.parse (curid, query, DBMS_SQL.NATIVE); DBMS_SQL.DESCRIBE_COLUMNS (curid, colcnt, desctab); FOR i IN 1 .. colcnt LOOP DBMS_SQL.DEFINE_COLUMN (curid, i, namevar, 32767); END LOOP; IF DBMS_SQL.execute (curid) = 0 THEN FOR i IN 1 .. colcnt LOOP IF (i > 1) THEN header := header || ';'; stmt := stmt || ','; END IF; header := header || desctab (i).col_name; stmt := stmt || CASE WHEN desctab (i).col_type IN (DBMS_SQL.Varchar2_Type, DBMS_SQL.Char_Type) THEN '"'||desctab (i).col_name || '"' WHEN desctab (i).col_type IN (DBMS_SQL.Number_Type, DBMS_SQL.Date_Type, DBMS_SQL.Binary_Float_Type, DBMS_SQL.Binary_Bouble_Type, DBMS_SQL.Timestamp_Type, DBMS_SQL.Timestamp_With_TZ_Type, DBMS_SQL.Interval_Year_to_Month_Type, DBMS_SQL.Interval_Day_To_Second_Type, DBMS_SQL.Timestamp_With_Local_TZ_type) THEN 'to_char("' || desctab (i).col_name || '")' WHEN desctab (i).col_type = DBMS_SQL.Raw_Type THEN 'rawtohex("' || desctab (i).col_name || '")' WHEN desctab (i).col_type = DBMS_SQL.Rowid_Type THEN '''unsupport datatype : ROWID''' WHEN desctab (i).col_type = DBMS_SQL.Long_Type THEN '''unsupport datatype : LONG''' WHEN desctab (i).col_type = DBMS_SQL.Long_Raw_Type THEN '''unsupport datatype : LONG RAW''' WHEN desctab (i).col_type = DBMS_SQL.User_Defined_Type THEN '''unsupport datatype : User Defined Type''' WHEN desctab (i).col_type = DBMS_SQL.MLSLabel_Type THEN '''unsupport datatype : MLSLABEL''' WHEN desctab (i).col_type = DBMS_SQL.Ref_Type THEN '''unsupport datatype : REF''' WHEN desctab (i).col_type = DBMS_SQL.Clob_Type THEN '''unsupport datatype : CLOB''' WHEN desctab (i).col_type = DBMS_SQL.Blob_Type THEN '''unsupport datatype : BLOB''' WHEN desctab (i).col_type = DBMS_SQL.Rowid_Type THEN '''unsupport datatype : ROWID''' WHEN desctab (i).col_type = DBMS_SQL.Bfile_Type THEN '''unsupport datatype : BFILE''' WHEN desctab (i).col_type = DBMS_SQL.Urowid_Type THEN '''unsupport datatype : UROWID''' ELSE '''unsupport datatype : '||desctab (i).col_type||'''' END; END LOOP; stmt := 'select collist(' || stmt || ') from (' || query || ')'; fh := UTL_FILE.fopen (directory_name, file_name, 'W', 32767); begin OPEN rcur FOR stmt; exception when others then dbms_output.put_line(stmt); raise; end; LOOP FETCH rcur BULK COLLECT INTO res LIMIT 10000; current_line := header; next_line := NULL; FOR f IN 1 .. res.COUNT LOOP FOR g IN 1 .. res (f).COUNT LOOP IF (g > 1) THEN next_line := next_line || ';'; END IF; IF ( NVL(LENGTH (current_line),0) + NVL(LENGTH (next_line),0) + NVL(LENGTH (res (f) (g)),0) + 5 > 32767) THEN UTL_FILE.put_line (fh, current_line); current_line := NULL; END IF; IF (NVL(LENGTH (next_line),0) + NVL(LENGTH (res (f) (g)),0) + 5 > 32767) THEN UTL_FILE.put_line (fh, next_line); next_line := NULL; END IF; next_line := next_line || res (f) (g); END LOOP; current_line := CASE WHEN current_line IS NOT NULL THEN current_line || CHR (10) END || next_line; next_line := NULL; END LOOP; UTL_FILE.put_line (fh, current_line); EXIT WHEN rcur%NOTFOUND; END LOOP; CLOSE rcur; UTL_FILE.fclose (fh); END IF; DBMS_SQL.CLOSE_CURSOR (curid); END; / 8 SHELL SCRIPT EXTRACT_HADOOP Script shell extract_hadoop.sh is /oraexploit/oracle/servitrax/scripts directory. It performs end-to-end implementation of table extractions for Bigdata needs. The main shell actions are as follows : extractions of all tables in CSV format from the standby in the correct date and character format. Flat files in CSV format are created under the Oracle EXTRACT_CSV repository which physically on the standby server located under /orabackup/SID/extract formatting CSV files using the Linux sed function to keep column headings only once.
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'Air Liquide Services. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Julien ANNIBAL 04/02/2021 Marie-Astrid GERBIER Eric VAGAO 19/02/2021 18/02/2021 François RENAULT 19/02/2021 2 3 Keywords AWS TABLE OF CONTENTS 1 PURPOSE 3 2 FIELDS OF APPLICATION 3 3 DEFINITIONS 3 4 REFERENCES AND ASSOCIATED DOCUMENTS 3 5 COMPETENCY REQUIREMENTS 3 6 INTRODUCTION 3 7 AWS CONSOLE CONNEXION 3 8 AWS COCKPIT CONNECTION 4 8.1 SQLServer 4 8.1.1 SSMS 4 8.1.2 command line (sqlcmd,...) 4 8.2 PostgreSQL 5 8.2.1 dbeaver 5 8.2.2 pgadmin 6 8.2.3 command line (psql,...) 8 8.3 MySQL 9 8.3.1 MySQLWorkbench 9 8.3.2 command line (mysql,...) 9 9 CLIENTS INSTALLATION 10 9.1 dbeaver 10 9.2 Mysqlworkbench 10 9.3 PostgreSQL (entreprisedb community edition) 10 9.4 Pgadmin 10 9.5 SSMS 10 9.6 Pgbadger 10 10 ANNEX 0 – REVISION TABLE 11 11 ANNEX 1 – AL SERVICES USERS 11 1 PURPOSE This document describes the method for connecting to instances hosted under AWS. 2 FIELDS OF APPLICATION The document is intended to database administrators who can work on databases hosted under AWS. 3 DEFINITIONS Cloud: Technology to remotely locate storage data or software that is usually stored on a user's computer, see on servers installed in a local network within a company. AWS (Amazon Web Service): Public cloud computing proposed by Amazon. AWS EC2 (Elastic Compute Cloud) : web service that provides secure, resizable compute capacity in Amazon cloud. Using EC2, AWS users can provision compute, networking and storage just by calling various APIs. Users can access the EC2 instances and their volumes as if they were provisioned in a non-cloud environment. Amazon RDS: Amazon Relational Database Service (Amazon RDS) is a web service that makes it easier to set up, operate, and scale a relational database in the AWS Cloud. It provides cost-efficient, resizeable capacity for an industry-standard relational database and manages common database administration tasks such as backups, software patching, automatic failure detection, and recovery. Amazon RDS supports Storage Auto Scaling : it automatically scales storage capacity in response to growing database workloads, with zero downtime. 4 REFERENCES AND ASSOCIATED DOCUMENTS NA 5 COMPETENCY REQUIREMENTS This procedure is intended for Database administrators.It is of database administrators responsibility to keep this document up-to-date. 6 INTRODUCTION When working on databases hosted on AWS you can : Connect to the console to check configuration, cloudwatch log, secret manager, … Connect to the DBA Cockpit to access databases 7 AWS CONSOLE CONNEXION The first possibility is to work on AWS console, by logging in the AWS account with your AD federation using this URL. Then choose the account - For Alizent databases : ae-p-e0-alza-alizent-auth and the role BIS-ALS_SG_AWS-DBA - For GIO databases : 01-gio-operations-cockpit and the role IaaS_SG_AWS-GIO_RDSAdmin Finally : - For Alizent Databases : click on the Chrome Plugin "AWS Extend Switch Rôles" - For GIO databases : click on swtich role, enter application account and role lzi/sts/GioCockpitDBA For more information read the following documentation. 8 AWS COCKPIT CONNECTION The second possibility is to work on DBA cockpit, accessible from RDP using your account. It has been set up (VPC peering/Security group) for the DBA team allowing them to connect to any databases. Depending on which databases you want to connect to, you need to run a client : SQL Server : SSMS (or directly sqlcmd) PostgreSQL : dbeaver, PgAdmin (or directly psql) MySQL : MySQLWorkbench (or directly mysql) 8.1 SQLServer 8.1.1 SSMS You can connect to any AWS RDS/EC2 databases with SSMS : Servername : the endpoint can be retrieved from the AWS Management Console on the Connectivity & Security tab Authentification : Windows Authentification Note that when you need to connect to a database hosted on an EC2 VM then you should use your ADM account (shift + right click: Run as different user). 8.1.2 command line (sqlcmd,...) Using SQLCMD Connect to a SQL Server Database Engine Using SQL Server Authentication --Default Instance SQLCMD -S endpoint -U user -P password --OR Named Instance SQLCMD -S endpoint\instancename -U user -P password --OR SQLCMD -S endpoint\instancename,1433 -U user -P password Using SQLCMD Connect to a SQL Server Database Engine Using Windows Authentication --Default Instance SQLCMD -S endpoint -E --OR Named Instance SQLCMD -S endpoint\instancename -E --OR SQLCMD -S endpoint\instancename,1433 -E 8.2 PostgreSQL 8.2.1 dbeaver Start by creating a New Data Connection : Then you need to fill in the login information: The host name : the endpoint can be retrieve from the AWS Management Console on the Connectivity & Security tab) The port on which the DB instance is listening (by default 5432, but you can also check it with the AWS Management Console on the Connectivity & Security tab) The username and password : the master user name can be retrieved from the AWS Management Console on the Connectivity & Security tab. His password can be retrieved from the AWS Management Console, on the Secret Manager service. The local client (location where resides libraries) Finally you must specify the driver to use by clicking on the Edit Driver Settings button : Click OK and on Test Connection : Note : with the appropriate driver, you can connect to other rdbms like MySQL, Oracle, DB2, SQLServer,... 8.2.2 pgadmin On first connection to pgadmin, enter an administrator password, let’s say 1Azerty2. Then create a new Server Group, by project Inside the Server Group, create a new Server 8.2.3 command line (psql,...) To use postgresql commands line comes with EntrepriseDB Windows installation (or by copying directly client binaries). To use command line clients such as psql, pg_dump, ….. you must open a DOS window. For psql, enter psql -U masteruser -h endpoint dbname For example : if you receive the following error message then just change the code page (from 437 to 1252) WARNING: Console code page (437) differs from Windows code page (1252) 8-bit characters might not work correctly. See psql reference page "Notes for Windows users" for details. 8.3 MySQL 8.3.1 MySQLWorkbench Start by creating a Database Connection : Then you need to fill in the login information : The host name : the endpoint can be retrieve from the AWS Management Console on the Connectivity & Security tab) The port on which the DB instance is listening (by default 3306, but you can also check it with the AWS Management Console on the Connectivity & Security tab) The user name and password : the master user name can be retrieved from the AWS Management Console on the Connectivity & Security tab. His password can be retrieved from the AWS Management Console, on the Secret Manager service. 8.3.2 command line (mysql,...) To use command line clients such as mysql,mysqldump, ….. you must open a DOS window. For mysql, enter mysql -u masteruser -h endpoint 9 CLIENTS INSTALLATION If a new cockpit needs to be deployed then you must install all the clients mentioned above. 9.1 dbeaver Download and install dbeaver. Download jdbc drivers for postgresql. 9.2 Mysqlworkbench Download and install Visual C ++ 2019 redistribuable package Download and install MySQLworkbench 9.3 PostgreSQL (entreprisedb community edition) Download and install entreprisedb for windows 9.4 Pgadmin Download and install pgadmin for windows 9.5 SSMS Download and install SSMS. 9.6 Pgbadger Pgbadger has not been mentioned above as it is not a rdbms client. This perl program is used to parse postgresql log. 1- Download and install Perl (strawberry-perl-5.30.2.1-64bit.msi ) 2- Download and install pgbadger 10 ANNEX 0 – REVISION TABLE Revision history Revis° Indicate the modified sections and provide a short description of the change 1 Creation 2 3 11 ANNEX 1 – AL SERVICES USERS At the application date, the list of AL Services users is : dl-fradvancedit-services-databases@airliquide.com
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by ALIZENT. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Julien ANNIBAL 09/06/2020 Eric VAGAO Marie-Astrid GERBIER 24/06/2020 22/06/2020 François RENAULT 26/06/2020 2 3 Keywords AWS DYNAMODB TABLE OF CONTENTS 1 PURPOSE 3 2 FIELDS OF APPLICATION 3 3 DEFINITIONS 3 4 REFERENCES AND ASSOCIATED DOCUMENTS 3 5 COMPETENCY REQUIREMENTS 3 6 INTRODUCTION 3 7 On-Demand Backup 4 7.1 Manual On-Demand Backup 4 7.1.1 Using the AWS Management Console 4 7.1.2 Using the API 5 7.2 Schedule On-Demand Backup 5 7.2.1 IAM Role 5 7.2.2 Lambda Function 6 7.2.3 CloudWatch Rule 8 8 Continuous Backup (PITR) 9 8.1Using the AWS Management Console 9 8.2 Using the API 9 9 Restore 9 9.1 Using the AWS Management Console 9 9.2 Using the API 11 10 Point In Time Recovery 11 10.1 Using the AWS Management Console 11 10.2 Using the API 13 11 List Backups 14 12 Post tasks 14 13 ANNEX 0 – REVISION TABLE 15 14 ANNEX 1 – ALZI USERS 15 1 PURPOSE This document describes the management of databases in AWS cloud (Amazon Web Services) in a SAAS (as a service) mode for Aurora PostgreSQL databases on Amazon RDS. 2 FIELDS OF APPLICATION The document is intended for database administrators who can install or work on DynamoDB on Amazon. 3 DEFINITIONS Cloud: Technology to remotely locate storage data or software that is usually stored on a user's computer, see on servers installed in a local network within a company. AWS (Amazon Web Service): Public cloud computing proposed by Amazon. DynamoDB: Amazon DynamoDB is a key-value and document database What is dynamoDB ? Lambda : Lambda is a serverless compute service that runs your code in response to events and automatically manages the underlying compute resources for you What is lambda ? Cloudwatch : Amazon CloudWatch is a monitoring and observability service What is Cloudwatch ? 4 REFERENCES AND ASSOCIATED DOCUMENTS Working with dynamoDB 5 COMPETENCY REQUIREMENTS This procedure is intended for Database administrators.It is of database administrators responsibility to keep this document up-to-date. 6 INTRODUCTION Amazon DynamoDB is a fast and flexible NoSQL database service for all applications that need consistent, single-digit millisecond latency at any scale. For data durability, Tables are automatically distributed across 3 facilities in an AWS Region of your choice, and ensure continuous operation even in the case of AZ level interruption of service. AWS offers different native solutions for Amazon DynamoDB backups On-Demand Backup It creates a full backup of your Amazon DynamoDB table and does not impact table performance during the backup. Backups are consistent across partitions. Backups need to be taken manually per table or alternatively, you can script around for scheduled backups. Continuous Backup for Point-in-time recovery (PITR) A configuration enabled on a table takes automatic backups and does not impact table performance during the backup. Backups are incremental. Backups have a fixed retention period of 35 days and backup cost are 2x compared to On-Demand Backup. 7 On-Demand Backup 7.1 Manual On-Demand Backup 7.1.1 Using the AWS Management Console Navigate to the DynamoDB Console Click on the Backups option Click on Create Backup and select the table you wish to backup, and type a name for the backup Click on Create and okay on the success message You should now see your backup 7.1.2 Using the API To use the AWS API, refer to AWS documentation. Example : aws dynamodb create-backup --table-name invoices --backup-name backup_invoices_28012020_1805 7.2 Schedule On-Demand Backup Setting this up requires configuring an IAM role, setting a CloudWatch rule, and creating a Lambda function. For more details refer to the following AWS blog. 7.2.1 IAM Role Within IAM, navigate to Roles. Click Create Role. Select the type of trusted entity: AWS service. Choose the service that will use this role: Lambda. Click Next: Permissions. At this step we created the role alz_role_BackupDynamoDB with three policies: AWSLambdaExecute CloudWatchFullAcces AmazonDynamoDBFullAccess 7.2.2 Lambda Function Navigate to Lambda. Click Create function. Select Author from scratch. Function name: alz_lambda_BackupDynamoDB. Runtime: Python 3.8. Under Permissions, select Choose or create an execution role. Under Execution Role, select Use an existing role. Under Existing Role, select alz_role_BackupDynamoDB, created in the previous step. Click Create function. Then copy and paste the following source code into the Lambda function’s code editor. This function works as follow : All dynamodb tables associated with the current AWS account will be backed up, except if a specific table is configured as an input in the Cloudwatch rule (next chapter) All existing backups of each table associated with the current AWS account older than 35 days will be deleted, except if a specific retention is configured as an input in the Cloudwatch rule (next chapter) from datetime import datetime, timedelta import calendar import boto3 dynamo = boto3.client('dynamodb') current_time = datetime.now() def lambda_handler(event, context): listTables = dynamo.list_tables() for name in listTables['TableNames']: if (name == event['TableName']) or (not event['TableName']): if make_backup(name) == 0: delete_backup(name, event['BackupRetention']) def make_backup(tabname): try: print("Backing up dynamodb table : ",tabname) response = dynamo.create_backup( TableName=tabname, BackupName=tabname+'_bkp_'+ '%s-%s-%s_%s.%s.%s' % (current_time.year, current_time.month, current_time.day,current_time.hour, current_time.minute, current_time.second) ) print(response) return 0 except: raise Exception("Backup failed.") def delete_backup(tabname,retention): try: if not retention: retention = 35 print ("Retention is : ", retention, " days") TimeRangeBackup = current_time - timedelta(days=retention) print("Deleting backup of dynamodb table ", tabname, " older than : ", TimeRangeBackup) check = dynamo.list_backups( TableName=tabname, TimeRangeUpperBound=TimeRangeBackup ) for backup in check['BackupSummaries']: arn = backup['BackupArn'] print("ARN to delete : "+arn) deletedArn = dynamo.delete_backup( BackupArn=arn ) print(deletedArn['BackupDescription']['BackupDetails']['BackupStatus']) except: raise Exception("Backup deletion failed.") Finally, Asynchronous Invocation, click Edit and set to 0 the number of retry attempts (when lambda failed by default 2 retry attempts occurs) Click Save at the top right of the screen. 7.2.3 CloudWatch Rule Navigate to CloudWatch. Navigate to Events > Rules. Click Create rule. Schedule event to run at the desired interval (e.g., every 1 day). Click Add target. Under Lambda function, select alz_lambda_BackupDynamoDB. Under Configure input, select Constant(JSON text). Set the value to the JSON statement:{"TableName": "invoices", "BackupRetention": 7} TableName : the table to backup (in previous example invoices) BackupRetention : the backup retention in days (in previous example 7 days) If you want to backup all tables associated to the AWS account, and delete those that are older than 7 days , set : {"TableName": "", "BackupRetention": 7} Click Configure details. Name: alz_rule_BackupDynamoDBDaily (or whatever you prefer). Click Create rule. Wait for the CloudWatch rule to trigger the next backup job you have scheduled. Verify the scheduled backup job ran using : CloudWatch Log : the Log Group will be named /aws/lambda/alz_lambda_BackupDynamoDB, with a stream for each invocation. CloudWatch Rule : Click on Events/rules, then on your own rule, and show metrics for the rule Lambda : Click on Lambda/Functions, then on your function, and Monitoring Verify the backup file exists in the list of DynamoDB backups. 8 Continuous Backup (PITR) Once this feature is enabled for a given table, DynamoDB maintains continuous backups of that table for the last 35 days and can restore to any point in time within EarliestRestorableDateTime and LatestRestorableDateTime. LatestRestorableDateTime is typically 5 minutes behind the current time. PITR needs to be enabled on a per-table basis. 8.1Using the AWS Management Console Navigate to the DynamoDB Console Navigate to our table and select the Backups tab. From there simply click Enable to turn on the featu 8.2 Using the API To use the AWS API, refer to AWS documentation. Example : aws dynamodb update-continuous-backups \ --table-name invoices \ --point-in-time-recovery-specification PointInTimeRecoveryEnabled=true 9 Restore 9.1 Using the AWS Management Console Navigate to the DynamoDB Console In the Backups section, select the backup you wish to restore, and click Restore Backup Enter the table you wish to restore the backup to. This needs to be a new table Click Restore, you should see the new table being restore back in DynamoDB 9.2 Using the API To use the AWS API, refer to AWS documentation. Example : aws dynamodb restore-table-from-backup --target-table-name invoices-restore --backup-arn arnresource 10 Point In Ti...
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by L'Air Liquide Services. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 02/05/2018 Marie-Astrid GERBIER Gladys RENAULT 03/05/2018 François RENAULT 02/05/2018 2 Cyrille COGNEVILLE 04/02/2019 Marie-Astrid GERBIER 26/02/2019 François RENAULT 12/02/2019 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 3 2 FIELDS OF APPLICATION 3 3 DEFINITIONS 3 4 REFERENCES AND ASSOCIATED DOCUMENTS 3 5 COMPETENCY REQUIREMENTS 3 6 ORACLE DATABASE REFRESH WITH BACKUP DISK METHOD 4 6.1 Make a backup disk of source database 4 6.2 Transfert RMAN backup disk 5 6.3 Duplicate database target 6 6.4 Post duplication refresh 8 6.5 Only for Dataguard environment 8 7 ORACLE DATABASE REFRESH WITH TSM METHOD 9 7.1 Prerequisites for TSM refresh 9 7.2 Duplicate database target 10 7.3 Post duplication refresh 12 7.4 Only for Dataguard environment 12 8 ORACLE DATABASE REFRESH WITH ACTIVE DUPLICATE RMAN METHOD 14 8.1 Prerequisites for RMAN network refresh 14 8.2 Duplicate database target 15 8.3 Post duplication refresh 17 8.4 Only for Dataguard environment 17 9 ORACLE DATABASE REFRESH WITH DATAPUMP 18 9.1 Build datapump export parfile on source server 18 9.2 Execute datapump export on source server 18 9.3 Retrieve DDL source 20 9.4 Transfer datapump and DDL source on target server 20 9.5 Retrieve DDL target before import 21 9.6 Drop schema on target before import 21 9.7 Create schemas - roles- profiles - grant privilege on target database before import 22 9.8 Execute datapump import on target server 22 9.9 Execute datapump import on target server 23 9.10 Re-run grant privilege on target database 24 9.11 Check db_link and job on target database 24 10 ORACLE POST REFRESH 26 11 DTG REBUILD AFTER REFRESH 27 11.1 Recreate primary standby redo 27 11.2 Make a backup disk of primary database 28 11.3 Transfert RMAN backup disk 29 11.4 Rebuild standby database 30 11.5 Post duplication for standby 31 12 ANNEX 0 – REVISION TABLE 35 13 ANNEX 1 – ALIZENT USERS 35 1 PURPOSE This document describes the refresh database processes for ALIZENT Oracle environment on Linux system. The databases must existing for refresh, is not a procedure to create a new database. The main topics described here are : Oracle database refresh with backup disk method. Oracle database refresh with TSM method. Oracle database refresh with active duplicate rman method. Oracle database refresh with datapump method. Oracle post refresh whatever the method (common). DTG rebuild after a refresh. 2 FIELDS OF APPLICATION This procedure is intended for any ALIZENT DBA or support operator who may work on any Oracle environment database servers. 3 DEFINITIONS Oracle Database : Relational database edited by Oracle Corporation. RMAN : Recovery Manager edited by Oracle Corporation. It is a backup/restoration tool used only for Oracle databases. TSM : backup tools edited by IBM. 4 REFERENCES AND ASSOCIATED DOCUMENTS None 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for executing and updating the document 6 ORACLE DATABASE REFRESH WITH BACKUP DISK METHOD Be careful with this method because packages and options Oracle will be duplicated on target database, so it is very important to verify if the database/server target have it. For information in Alizent environment Oracle, this method is compatible between Production/Preproduction but not with the others environments (Integration). 6.1 Make a backup disk of source database Every server has a file system dedicated for backup : /orabackup This fs has these subdirectories : /orabackup /database_name + /rman A hot backup disk rman must be done on this directory. If it does not exists, create it. If the database is not in archivelog mode, it is necessary to have the agreement of the users for make a cold backup. Command to run backup disk : Connect to source server with oracle user: if it is a dataguard environment, connect to the standby server. su - oracle Initialize Oracle environment with database source. . oraenv initialize your environment with SOURCE_SID. Move to the refresh directory. cd /orabackup/SOURCE_SID/refresh Check you have enough space disk on directory backup. If not, delete old backup. df -h /orabackup Check file SOURCE_SID_backup_full.rman If does not exist, create it. run { allocate channel c1 device type disk; allocate channel c2 device type disk; allocate channel c3 device type disk; allocate channel c4 device type disk; backup as compressed backupset FORMAT '/orabackup/SOURCE_SID/rman/SOURCE_SID_RMAN_BACKUP_FULL_%t_set%s_piece%p_dbid%I' tag 'BCK_FULL_FOR_REFRESH' database plus archivelog; backup current controlfile format '/orabackup/SOURCE_SID/rman/SOURCE_SID_RMAN_BACKUP_CTL_%t_S_%s_P_%p'; release channel c1; release channel c2; release channel c3; release channel c4; } Execute backup. According database size, the backup duration varies (800 Go = 2h30). nohup rman target / cmdfile=/orabackup/SOURCE_SID/refresh/SOURCE_SID_backup_full.rman log=/oraexploit/oracle/adm/log/SOURCE_SID_backup_full_for_refresh_dayday.log & Check the good execution. Check log /oraexploit/oracle/adm/log/SOURCE_SID_backup_full_for_refresh_dayday.log 6.2 Transfert RMAN backup disk Transfer all backup files from source server to target server. Network flow must be open, if not contact network team and ask them to do it. Command to run transfert disk : On target server : check that directory backup exists. If not creates it. ls -ltr /orabackup/SOURCE_SID/rman or mkdir -p /orabackup/SOURCE_SID/rman On target server : check you have enough space disk on directory backup. If not, delete old backup. df -h /orabackup Connect to VM Windows EUR3-PR-CONADM1 to transfer RMAN backup and open Putty software on source server. Connect to source server with oracle user. The transfer is longer and this VM is never closed. From VM EUR3-PR-CONADM1, connexion source server, transfer rman backup file to target server. The flow is voluntarily constrained to not saturated the network. Enter the password ‘s target server. scp -l 60000 /orabackup/SOURCE_SID/rman/SOURCE_SID_RMAN_BACKUP* oracle@ip_target_server:/orabackup/TARGET_SID/rman At the end transfert, close EUR3-PR-CONADM1 and verify that files backup are present on target server.. 6.3 Duplicate database target If the refresh concern a dataguard environment, stop standby database first : On target server standby database, stop recover. su - oracle . oraenv initialize your environment with TARGET_STB_SID. sqlplus / as sysdba alter database recover managed standby database cancel; On target server standby database, stop database. su - oracle . oraenv initialize your environment with TARGET_STB_SID. sqlplus / as sysdba shutdown immediate; On target server, verify parameter pfile (if not do it) and create init file. On target server, check/initialize parameter database LOG_FILE_NAME_CONVERT. su - oracle . oraenv initialize your environment with TARGET_SID. sqlplus / as sysdba show parameter LOG_FILE_NAME_CONVERT To initialize parameter : alter system set LOG_FILE_NAME_CONVERT='directory_source','directory_target' scope=spfile; On target server, check/initialize parameter database DB_FILE_NAME_CONVERT. su - oracle . oraenv initialize your environment with TARGET_SID. sqlplus / as sysdba show parameter DB_FILE_NAME_CONVERT To initialize parameter : alter system set DB_FILE_NAME_CONVERT='directory_source','directory_target' scope=spfile; On target server, create pfile from spfile. If refresh failed, it will be necessary to restart database with this pfile and recreate spfile. su - oracle . oraenv initialize your environment with TARGET_SID. sqlplus / as sysdba create pfile='/orabackup/TARGET_SID/refresh/initTARGET_SID_daydate.ora' from spfile; On target server, delete physically the tempfile. su - oracle . oraenv initialize your environment with TARGET_SID. sqlplus / as sysdba set pages 500 lines 180 col FILE_NAME for A130 select 'rm '||FILE_NAME from dba_temp_files; exit Copy the request result and past it in linux prompt. On target server, stop database and start in nomount mode. su - oracle . oraenv initialize your environment with TARGET_SID. sqlplus / as sysdba shutdown immediate; startup nomount; On target server, check file database_name_target_duplicate_full.rman If does not exist, create it. Collect the dbid of source database (select dbid from v$database). cd /orabackup/TARGET_SID/refresh vi TARGET_SID_duplicate_full.rman run { ALLOCATE AUXILIARY CHANNEL c1 DEVICE TYPE DISK; ALLOCATE AUXILIARY CHANNEL c2 DEVICE TYPE DISK; ALLOCATE AUXILIARY CHANNEL c3 DEVICE TYPE DISK; ALLOCATE AUXILIARY CHANNEL c4 DEVICE TYPE DISK; set dbid number_dbid_source; DUPLICATE DATABASE TO TARGET_SID BACKUP LOCATION '/orabackup/TARGET_SID/rman' NOFILENAMECHECK; release channel c1; release channel c2; release channel c3; release channel c4; } exit On target server, run the duplicate. su - oracle . oraenv initialize your environment with TARGET_SID. nohup rman auxiliary / cmdfile=/orabackup/TARGET_SID/refresh/TARGET_SID_duplicate_full.rman log=/oraexploit/oracle/adm/log/TARGET_SID_duplicate_full_dayday.log & On target server, check the time remaining. su - oracle . oraenv initialize your environment with TARGET_SID. sqlplus / as sysdba @/oraexploit/oracle/adm/sql/ora_longops_RMAN.sql; exit On target server, check the good execution Check log /oraexploit/oracle/adm/log/TARGET_SID_duplicate_full_dayday.log Check log of diagnostic_dest traces. 6.4 Post duplication refresh The post duplication refresh is common whatever the method applied. Go to chapter 10 to follow the process. 6.5 Only for Dataguard environment If the duplication refresh is a dataguard environment, you need to rebuild the standby database. Go to the chapter 11 to follow the process. 7 ORACLE DATABASE REFRESH WITH TSM METHOD Be careful with this method because packages and options Oracle will be duplicated on target database, so it is very important to verify if the database/server target have it. For information in Alizent environment Oracle, this method is compatible between Production/Preproduction but not with the others environments (Integration). ALIZENT uses the Tivoli Storage Manager (TSM) media manager library to backup directly databases on tapes for production only. SOURCE_SID mut be in archivelog mode. 7.1 Prerequisites for TSM refresh TSM must be installed on source server and target server. Backup must be done with TSM on source server. TSM on target server must be configured with TSM referential of source server. Verify that TSM and TDPO is installed. On source and target server. ls -ltr /opt/tivoli/tsm/client/oracle/bin64/SID/tdpo_SID.opt Alizent don't use RMAN catalog, the refresh use controlfile source. It is necessary to have the flow open between the port target and the port source. Entries on tnsnames.ora target must be write in target server : On target server database, edit tnsnames.ora and add entry for source database. If the source database (source_sid) is a dataguard architecture, use the source standby database. IMPORTANT : do not create alias with the database name source to avoid any communication after refresh with dblink. DUP_SOURCE_SID = (DESCRIPTION = (ADDRESS = (PROTOCOL = TCP)(HOST = servername)(PORT = numport)) (CONNECT_DATA = (SERVER = DEDICATED) (SERVICE_NAME = SOURCE_SID) ) ) On target server database, edit tnsnames.ora and add entry for target database. UR=A allow a privileged or administrative user to connect via the listener even when the service handler is blocking connections for non-privileged users. TARGET_SID= (DESCRIPTION = (ADDRESS = (PROTOCOL = TCP)(HOST = servername)(PORT = numport)) (CONNECT_DATA = (SERVER = DEDICATED) (SERVICE_NAME = TARGET_SID) (UR = A) ) )
airliquide, alizent, always, always on, annibal, annibal@eu, com, configuration, corp, english, et, installation, julien
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KB0025190
ALIZENT MSSQL Backup methods for databases hosted in asia and canadian data centers
English
julien.annibal@eu.corp.airliquide.com
5
Julien ANNIBAL
Uncategorized
Published
2025-07-28 19:11:13
9
IT Knowledge
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GIO-CS-EUR-PAAS-DB-L3
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This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Cyrille COGNEVILLE 04/07/2018 Marie-Astrid GERBIER Sebastien RAUDE 22/08/201822/08/2018 François RENAULT 22/08/2018 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 1 2 FIELDS OF APPLICATION 2 3 DEFINITIONS 2 4 REFERENCES AND ASSOCIATED DOCUMENTS 2 5 COMPETENCY REQUIREMENTS 2 6 SPECIFIC BACKUP JOBS FOR AS-PR-APASQL1 3 6.1 Full backup job 3 6.2 Transaction log backup job 3 6.3 Transaction log job backup on alert 4 7 SPECIFIC BACKUP JOBS FOR CA-S-MONT-SQL01 5 7.1 Full backup job 5 7.2 Transaction log backup job 6 7.3 Transaction log backup job on alert 6 8 ANNEX 0 – REVISION TABLE 7 9 ANNEX 1 – AL SERVICES USERS 7 1 PURPOSE Two MSSQL servers in Alizent environment are not in Paris Datacenter: AS-PR-APASQL1 : 2 instances (INGIMSASAS and INGTISIMAS) CA-S-MONT-SQL01 : 1 instance (INGTISCA) Theses instances are not directly backuped with TSM from our central datacenters. The backups are first done on disk by specifics local jobs (for full and log backups). These are not the generic standard backups scripts deployed on every production server in our datacenters. This document describes these specific jobs for both instances. The main topics described here are : Specifics backup jobs for AS-PR-APASQL1. Specifics backup jobs for CA-S-MONT-SQL01 2 FIELDS OF APPLICATION This procedure is intended for any ALIZENT DBA.. 3 DEFINITIONS SQL Server Database : Relational database edited by Microsoft Corporation. SSMS : SQL Server Management Studio, graphic client for SQL Server Database.. 4 REFERENCES AND ASSOCIATED DOCUMENTS None 5 COMPETENCY REQUIREMENTS Actors Responsability DBA (editor) Write the present document. Responsible for executing and updating the document 6 SPECIFIC BACKUP JOBS FOR AS-PR-APASQL1 This server has 2 instances : INGIMSASAS port 1432 with 7 databases INGTISIMAS port 1433 with 2 databases These 2 instances have the same backup methods for full and transaction log backups. 6.1 Full backup job The full backup job is called INFRA_NotOnDuty_BACKUP_FULL. It has 3 steps : Step 1 Directory verification : write in TSQL, it verifies the backup directory and creates it if not exists. Step 2 Backup all databases : execute the full backup for all applicative and system databases except the tempdb. Step 3 Purge backup older than x day : delete backup older than the defined retention. The backup directory is Z:\instance_name\full\database_name The retention is 7 days. For INGIMSASAS, the job is scheduled every day at 20h20. For INGTISMAS, the job is scheduled every day at 19h20. 6.2 Transaction log backup job The transaction log backup job is called INFRA_NotOnDuty_BACKUP_LOG. It has 3 steps : Step 1 Directory verification:write in TSQL, it verifies the backup directory and creates it if not exists. Step 2 Backup transaction log of all databases in the FULL recovery model FULL:execute the log backup for all databases in recovery model full. Step 3 Purge older backup than x day:delete backups older than the defined retention. The directory backup is Z:\instance_name\Logs\database_name The retention is 8 days. 6.3 Transaction log job backup on alert The INFRA_OnDuty_AL_Transaction_Log_SQL job is an automatic job that runs when the transaction log database alert is raised (transaction log filling rate too high). This job and alerts standard ones and are automatically deployed with our servitudes. This job executes the C:\Exploit\Batch\tsm_log_instance_name.cmd script. Without TSM on this server, this executable was created and modified to execute the job INFRA_NotOnDuty_BACKUP_LOG : tsm_log_INGTISIMAS tsm_log_INGIMSASAS Skeleton of executable C:\Exploit\Batch\tsm_log_instance_name.cmd : sqlcmd -S "AS-PR-APASQL1,143x" -Q "use msdb;EXEC dbo.sp_start_job N'INFRA_NotOnDuty_BACKUP_LOG' ;" 7 SPECIFIC BACKUP JOBS FOR CA-S-MONT-SQL01 This server has 1 instance : INGTISCA with 3 applicatives databases. The backup’s model is different from AS-PR-APASQL1 for these reasons: There are local backup (like AS-PR-APASQL1). The database backup files are zipped (to decrease the size) before TSM backup them on our data centers. There are TSM backups (from our data centers) scheduled for directories hosting the local database backup files. 7.1 Full backup job The full backup job is named INFRA_NotOnDuty_BACKUP_FULL. It has 3 steps : Step 1 Backup all databases except the system and KERHISTO databases:write in TSQL, it executes for all applicatives databases except GTIS_CA_KERHISTO:Backupscheck backupcompress the backup filesdelete original backup filespurge backup older than the defined retention (6 days).It is executed every day. Step 2 Backup only system databases:write in TSQL, it executes for all system databases except TEMPDB:Backupcheck backupcompress backup filesdelete original backup filespurge backup older than the defined retention (15 days).It is executed every day. Step 3 Backup KERHISTO database:write in TSQL, it executes for the GTIS_CA_KERHISTO database:Backupcheck backupcompress backup filesdelete original backup filespurge backup older than the defined retention (28 days).It is executed only the saturday. Retention is 28 days. The backup directories are: Z:\BACKUP\database_name\archive for applicatives databases Z:\BACKUP\system_db\archive for systems databases The daily job is scheduled everyday at 19h30. 7.2 Transaction log backup job The transaction log job is named INFRA_NotOnDuty_BACKUP_LOG. It has 3 steps : Step 1 Backup all database transaction log in recovery model FULL : execute the log backup for all databases in recovery model full. Step 2 Purge transaction log backup files older than the retention (x days) : delete backup files older than the defined retention. The backup directory is Z:\BACKUP\DB_trn\database_name The retention is 14 days. 7.3 Transaction log backup job on alert The INFRA_OnDuty_AL_Transaction_Log_SQL job is an automatic job that runs when the transaction log database alert is raised (transaction log filling rate too high). This job and alerts standard ones and are automatically deployed with our servitudes. This job executes the C:\Exploit\Batch\tsm_log_INGTISCA.cmdscript. Without TSM for database on this server, this executable was created and modified to execute the job INFRA_NotOnDuty_BACKUP_LOG. Executable C:\Exploit\Batch\tsm_log_INGTISCA.cmd : sqlcmd -S "CA-S-MONT-SQL01,1433" -Q "use msdb;EXEC dbo.sp_start_job N'INFRA_NotOnDuty_BACKUP_LOG' ;" 8 ANNEX 0 – REVISION TABLE Revision history Revis° Indicate the modified sections and provide a short description of the change 1 2 3 9 ANNEX 1 – AL SERVICES USERS At the application date, the list of AL Services users is : dl-fradvancedit-services-databases@airliquide.com
Circuit de validation Version Rédigé par Date Vérifié par Date Approuvé par Date 1 Cyrille COGNEVILLE 22/02/2016 Marie-Astrid GERBIER Céline PARIS 24/02/2016 10/03/2016 Laurent VICAIRE 11/03/2016 2 3 Table des versions Annexe 0 MOTS CLES Linux, Red Hat 6, Oracle 11g, Restauration, RMAN 1. Objet 3 2. CHAMP D’APPLICATION 3 3. DOCUMENTS DE REFERENCE 3 4. QUELQUES DEFINITIONS 3 5. COMPETENCE ET RESPONSABILITES 3 6. Methodologie 4 7. PRE-REQUIS 4 7.1. Vérification de la synchronisation 5 7.2. Désactivation de la supervision de la synchronisation 5 7.3. Arrêt de l’application des redologs sur la standby 6 7.4. Arrêt de l’envoie des archivelogs sur la primaire 6 7.5. Arrêt de la base primaire 6 7.6. Copie des redologs et controlfile du primaire 6 7.7. Sauvegarde de la base primaire 7 7.8. Redémarrage de la base primaire 8 8. Changement au statut operationnel 8 8.1. Lister les archives différentielles depuis le backup à froid 8 8.2. Réactivation de l’envoie des archivelogs de la primaire vers la standby 8 8.3. Réactivation de l’application des redologs sur la standby 9 8.4. Vérifier l’application des archivelogs 9 8.5. Réactiver la supervision de la synchronisation des archivelogs 9 8.6. Lancement d’un backup à chaud sur la primaire 10 9. ROLLBACK 10 9.1. Arrêt du primaire 10 9.2. Copie des redologs et controlfiles courant 10 9.3. Restauration du backup à froid du primaire avant changement 11 9.4. Arrêt du primaire 11 9.5. Copie des redologs et controlfile d’avant backup dans leurs répertoires d’origine 11 9.6. Démarrage du primaire 11 9.7. Redémarrer l’envoie des archivelogs 12 9.8. Réactivation de l’application des redologs sur la standby 12 9.9. Vérifier l’application des archivelogs 12 9.10. Réactiver la supervision de la synchronisation des archivelogs 12 10. COMPLEMENTS 13 10.1. Rollback : cas des archives générées durant le changement 13 10.2. Document de chronogramme 13 ANNEXE 0 – Table des versions 14 ANNEXE 1 – ACTEURS ALS CONCERNES 14 Objet La présente documentation décrit la procédure à suivre lors d’un changement (applicatif et technique) impliquant de lourdes modifications sur une base de données dans une infrastructure dataguard (physique ou active). Cette procédure permet de restaurer une base de données primaire en évitant toute nouvelle incarnation en cas de rollback. CHAMP D’APPLICATION Cette procédure est destinée à tous les administrateurs bases de données susceptibles de procéder à une mise en production sur un environnement de type dataguard. DOCUMENTS DE REFERENCE N/A QUELQUES DEFINITIONS ALS : Air Liquide Services Base de données : Système de stockage de données structuré et organisé de façon à optimiser la redondance des données et leur accès. Dataguard : Solution complète de haute disponibilité pour Oracle. Oracle Database : Système de gestion de base de données relationnelle édité par Oracle Corporation. Redolog : Fichiers contiennent l'historique des modifications effectuées sur la base de données. Archivelog : Fichier d’archivage des redologs avant réutilisation. Controlfile : Fichier contenant l’état de la base. RMAN : Recovery Manager, édité par Oracle Corporation, est un outil de sauvegarde et de restauration de base de données. Il permet également de restaurer un fichier de base de données (datafile, spfile, controlfile). COMPETENCE ET RESPONSABILITES NA Methodologie Les étapes d’une mise en production et d’une restauration d’une base de donnée primaire (sans reconstruction de la standby) 11g sont les suivantes : PRE-REQUIS Vérifier la synchronisation entre la primaire et la standby. Désactiver la supervision de la synchronisation. Désactiver l’application des redologs sur la standby. Désactiver l’envoie des archivelogs de la primaire vers la standby. Arrêter la base primaire et effectuer une copie des redologs et controlfiles courant dans un répertoire de sauvegarde. Effectuer une sauvegarde à froid de la base. Redémarrer la base primaire. Lorsque ces étapes sont terminées avec succès, le changement applicatif ou technique peut commencer. Selon l’évolution et le statut du changement, soit tout est opérationnel soit le rollback est prononcé. CHANGEMENT Lister les archives différentielles depuis le backup à froid. Réactiver de l’envoie des archivelogs de la primaire vers la standby. Réactiver de l’application des redologs sur la standby. Vérifier l’application des archivelogs. Réactiver la supervision de la synchronisation des archivelogs Exécuter une sauvegarde à chaud sur la primaire. ROLLBACK Arrêter la base primaire et effectuer une copie des redologs et controlfiles courant dans un répertoire de sauvegarde (autre qu’au préambule du rollback). Monter la base primaire et effectuer une restauration du backup à froid. Arrêter la base primaire et effectuer une copie des redologs et controlfile d’avant backup dans leurs répertoires d’origine. Démarrer la base primaire. Redémarrer l’envoie des archivelogs de la base primaire et l’application des redologs sur la standby et vérifier la synchronisation. Réactiver la supervision de la synchronisation des archivelogs PRE-REQUIS Le rollback d’une database d’un environnement dataguard ne doit s’appliquer que dans le cadre d’un changement notifié, qu’il soit applicatif ou technique. Il ne se produira que sur validation de toutes les parties prenantes au changement. Toutes les actions de pré-change doivent être impérativement effectuées. Vérification de la synchronisation Effectuer les deux requêtes suivantes respectivement sur la base primaire et standby : SUR PRIMAIRE : sous SQL set pages 500 lines 180 SELECT SEQUENCE#,APPLIED FROM V$ARCHIVED_LOG WHERE DEST_ID=2 ORDER BY SEQUENCE#; SEQUENCE# APPLIED ---------- --------------------------- xxx YES 308 YES 309 YES 310 YES 311 NO SUR STANDBY : sous SQL set pages 500 lines 180 SELECT SEQUENCE#,APPLIED FROM V$ARCHIVED_LOG ORDER BY SEQUENCE#; SEQUENCE# APPLIED ---------- --------------------------- xxx YES 308 YES 309 YES 310 YES 311 IN-MEMORY Le niveau d’archive doit être identiques sur les 2 bases de données. Dans cet exemple nous sommes sur un dataguard de type « ACTIF » soit en mode synchrone via les standbyredo. Dans un dataguard physique, il doit exister un gap de 1 archive entre la primaire et la standby. Désactivation de la supervision de la synchronisation Durant toute la durée du changement (avec ou sans rollback), la supervision de la synchronisation doit être désactivée. La supervision ne s’effectue que sur la base standby à travers la crontab du user oracle. Il faut donc éditer la crontab et commenter les lignes suivantes : SUR LA STANDBY UNIQUEMENT : sous UNIX crontab -e # Monitoring du process MRP #00,15,30,45 * * * * /oraexploit/oracle/adm/scripts/monitoring_dtg_mrp.sh SVXMAIPR # Monitoring des erreurs dataguard #00,15,30,45 * * * * /oraexploit/oracle/adm/scripts/monitoring_dtg_status.sh SVXMAIPR Arrêt de l’application des redologs sur la standby Désactiver l’application des redologs sur la base standby : SUR LA STANDBY UNIQUEMENT : sous SQL alter database recover managed standby database cancel; Arrêt de l’envoie des archivelogs sur la primaire Modifier le paramètre suivant sur la base primaire : SUR LA PRIMAIRE UNIQUEMENT : sous SQL ALTER SYSTEM SET log_archive_dest_state_2 = DEFER; Arrêt de la base primaire A partir de cette étape toutes actions s’effectuent sur la base primaire : SUR LA PRIMAIRE UNIQUEMENT : sous SQL shutdown immediate; Copie des redologs et controlfile du primaire La base doit être impérativement arrêtée. Au préalable, l’arborescence dédiée aux sauvegardes doit être créé sous le file system « /orabackup». Créer un répertoire « resto_cold » et les sous répertoires suivants (si inexistants) : SUR LA PRIMAIRE UNIQUEMENT : sous UNIX cd /orabackup/ORACLESID/rman mkdir resto_cold mkdir resto_cold/cold_bck mkdir resto_cold/ctfile_avant_bck mkdir resto_cold/ctfile_apres_bck mkdir resto_cold/redo_avant_bck mkdir resto_cold/redo_apres_bck ORACLESID représente le nom de l’instance. Avant d’effectuer une copie des redologs et des controlfiles, il faut déterminer leurs emplacements à travers la requête suivante : SUR LA PRIMAIRE UNIQUEMENT : sous SQL col MEMBER for a70 select MEMBER from v$logfile order by group#; Exemple : MEMBER ------------------------------------------------------------------------------- /orabase/oracle/SVXMAIPP/oradata1/rdo/redo1A.log /orabase/oracle/SVXMAIPP/oradata2/rdo/redo1B.log /orabase/oracle/SVXMAIPP/oradata1/rdo/redo2A.log /orabase/oracle/SVXMAIPP/oradata2/rdo/redo2B.log /orabase/oracle/SVXMAIPP/oradata2/rdo/redo3B.log /orabase/oracle/SVXMAIPP/oradata1/rdo/redo3A.log /orabase/oracle/SVXMAIPP/oradata1/stb_rdo/stb_rdo4.log /orabase/oracle/SVXMAIPP/oradata1/stb_rdo/stb_rdo5.log /orabase/oracle/SVXMAIPP/oradata1/stb_rdo/stb_rdo6.log /orabase/oracle/SVXMAIPP/oradata1/stb_rdo/stb_rdo7.log col NAME for A100 select name from V$CONTROLFILE; NAME ---------------------------------------------------- /orabase/oracle/SVXMAIPP/oradata1/ctl/control01.ctl /orabase/oracle/SVXMAIPP/oradata2/ctl/control02.ctl Copier les fichiers redologs et des controlfiles de la base (option –p pour garder la date d’origine des fichiers sources) dans le répertoire de sauvegarde préalablement crée : SUR LA PRIMAIRE UNIQUEMENT : sous UNIX Cp –p Exemple : cp -p /orabase/oracle/SVXMAIPR/oradata1/rdo/redo1A.log /orabackup/SVXMAIPR/rman/resto_cold/redo_avant_bck cp -p /orabase/oracle/SVXMAIPR/oradata2/rdo/redo1B.log /orabackup/SVXMAIPR/rman/resto_cold/redo_avant_bck cp -p /orabase/oracle/SVXMAIPR/oradata1/rdo/redo2A.log /orabackup/SVXMAIPR/rman/resto_cold/redo_avant_bck cp -p /orabase/oracle/SVXMAIPR/oradata2/rdo/redo2B.log /orabackup/SVXMAIPR/rman/resto_cold/redo_avant_bck cp -p /orabase/oracle/SVXMAIPR/oradata1/rdo/redo3A.log /orabackup/SVXMAIPR/rman/resto_cold/redo_avant_bck cp -p /orabase/oracle/SVXMAIPR/oradata2/rdo/redo3B.log /orabackup/SVXMAIPR/rman/resto_cold/redo_avant_bck cp -p /orabase/oracle/SVXMAIPR/oradata1/stb_rdo/stb_rdo4.log /orabackup/SVXMAIPR/rman/resto_cold/redo_avant_bck cp -p /orabase/oracle/SVXMAIPR/oradata1/stb_rdo/stb_rdo5.log /orabackup/SVXMAIPR/rman/resto_cold/redo_avant_bck cp -p /orabase/oracle/SVXMAIPR/oradata1/stb_rdo/stb_rdo6.log /orabackup/SVXMAIPR/rman/resto_cold/redo_avant_bck cp -p /orabase/oracle/SVXMAIPR/oradata1/stb_rdo/stb_rdo7.log /orabackup/SVXMAIPR/rman/resto_cold/redo_avant_bck cp -p /orabase/oracle/SVXMAIPR/oradata1/ctl/control01.ctl /orabackup/SVXMAIPR/rman/resto_cold/ctfile_avant_bck cp -p /orabase/oracle/SVXMAIPR/oradata2/ctl/control02.ctl /orabackup/SVXMAIPR/rman/resto_cold/ctfile_avant_bck Sauvegarde de la base primaire Pour rappel la base est arrêtée et indisponible durant toute la durée de la sauvegarde. SUR LA PRIMAIRE UNIQUEMENT : sous UNIX puis RMAN rman target / run { startup mount; backup database tag COLD_BACKUP_DB; backup current controlfile tag COLD_BACKUP_CTF; shutdown immediate; } Dans un environnement de production, la configuration RMAN est couplée avec TSM. Ce qui n’est pas le cas pour un environnement de pré-production. Il faut donc configurer RMAN comme suit avant d’effectuer un backup : SUR LA PRIMAIRE UNIQUEMENT : sous UNIX puis RMAN rman target / CONFIGURE DEVICE TYPE DISK PARALLELISM 4 BACKUP TYPE TO BACKUPSET; CONFIGURE CHANNEL DEVICE TYPE DISK FORMAT '/orabackup/ORACLESID/rman/ cold_bck/ORACLESID_COLD_BCK_%t_set%s_piece%p_dbid%I’; Redémarrage de la base primaire Une fois la sauvegarde terminée, redémarrer la base primaire. SUR LA PRIMAIRE UNIQUEMENT : sous SQL startup; Changement au statut operationnel Le changement s’est correctement déroulé, et les tests applicatifs sont concluants. Le rollback n’est pas nécessaire. Désormais il faut réactiver le dataguard. Lister les archives différentielles depuis le backup à froid Relever les archives qui ont été générées depuis la sauvegarde à froid et non transférées sur la standby. SUR LA PRIMAIRE : sous UNIX ls -ltr /orafra/oracle/ORACLESID/fast_recovery_area/DB_UNIQUE_NAME/archivelog/date SUR LA STANDBY (non reçu) : sous UNIX ls -ltr /orafra/oracle/ORACLESID/fast_recovery_area/DB_UNIQUE_NAME/archivelog/date Réactivation de l’envoie des archivelogs de la primaire vers la standby SUR LA PRIMAIRE UNIQUEMENT : sous SQL ALTER SYSTEM SET log_archive_dest_state_2 = ENABLE; Dés que l’envoie est réactivé, le transfert des archivelogs de la primaire vers la standby s’effectue. Relever de nouveau les archives sur la primaire et la standby. SUR LA PRIMAIRE : sous UNIX ls -ltr /orafra/oracle/ORACLESID/fast_recovery_area/DB_UNIQUE_NAME/archivelog/date ...
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Circuit de validation Version Rédigé par Date Vérifié par Date Approuvé par Date 1 Céline PARIS 02/07/2015 Xavier DUFOUR Arnaud LEROUX Sébastien RAUDE 20/07/2015 16/08/2015 03/09/2015 Benjamin MERKLEN 03/09/2015 2 Céline PARIS 30/10/2017 Marie-Astrid GERBIER 30/10/2017 François RENAULT 06/11/2017 3 Metadatas Insérer les mots clés caractérisant le contenu du document dans Fichier\propriétés\mots clés TABLE DES MATIÈRES 1 OBJET 2 2 CHAMP D’APPLICATION 2 3 DÉFINITIONS 2 4 DOCUMENTS DE RÉFÉRENCE 2 5 COMPETENCES ET RESPONSABILITES 2 6 PRÉ-REQUIS 3 7 INSTALLATION 5 7.1 Création du cluster 5 7.2 Installation de SQL Server 2012 Standalone sur chaque noeud du cluster 10 7.3 Configuration 21 8 ANNEXE 0 – TABLE DES VERSIONS 33 9 ANNEXE 1 – ACTEURS AL SERVICES CONCERNÉS 33 1 OBJET Le présent document décrit la procédure d’installation de SQL Server 2012 en mode Cluster HADR (High-Availability Data Replication), avec la fonctionnalité « AlwaysOn », sur un environnement Microsoft Windows 2008 R2 Entreprise Edition. La fonctionnalité « AlwaysOn » est une solution qui permet, dans le cadre de cette procédure, de répliquer en temps réel une ou plusieurs base(s) de données entre 2 nœuds d’un même cluster. 2 CHAMP D’APPLICATION Le document s’applique à tous les administrateurs de base de données SQL Server susceptibles d’installer ou de réinstaller SQL Server 2012 en mode Cluster HADR. 3 DÉFINITIONS Afin de bien comprendre les différents concepts abordés dans ce document, voici quelques définitions. MSCS : Microsoft Cluster Server. Un cluster de serveurs est un groupe de serveurs indépendants, appelés "nœuds", où s’exécute Windows Server 2008 Enterprise Edition ou Datacenter Edition. Ces noeuds fonctionnent ensemble comme s’il s’agissait d’un seul système, pour garantir que des applications et des ressources critiques restent disponibles pour les clients. Les nœuds d’un cluster restent en communication constante. Si l’un des nœuds du cluster devient indisponible en raison d’une panne ou d’une opération de maintenance, un autre nœud prend immédiatement le relais pour fournir le service approprié. Ce processus est appelé "basculement". SSMS ou SQL Server Management Studio : Outil graphique d’administration des instances SQL Server AlwaysOn : Fonctionnalité disponible uniquement lors d’une installation en cluster sous SQLServer 2012. Elle permet la réplication d’une ou de plusieurs base(s) de données en temps réel entre deux nœuds d’un cluster. HADR : High-Availability Data Replication. Réplication d’une ou plusieurs base(s) de données en temps réel. 4 DOCUMENTS DE RÉFÉRENCE NA 5 COMPETENCES ET RESPONSABILITES Le document est dédié aux administrateurs Base de données. Il est de leur responsabilité de tenir ce document à jour. 6 PRÉ-REQUIS Avant de démarrer l’installation de SQL Server 2012, l’installation des logiciels et / ou composants suivants est requise : 2 serveurs classiques indentiques membres du domaine alidaho.com Installation de Microsoft Windows 2008 Enterprise Edition avec les dernières mises à jour de sécurité et service pack La configuration réseau La configuration des disques pour l’instance à installer : les lecteurs devront être nommés pour plus de compréhension LECTEUR NOM DESCRIPTION C:\ System Lecteur réservé au système et au binaires d’applications D:\ Logs Lecteur réservé aux fichiers temporaires et aux journaux d’applications E:\ MSSql Instance Name 1 Lecteur de la première instance MSSQL F:\ MSSql Instance Name 2 Lecteur de la seconde instance MSSQL Z:\ Backup Instance Name 1 Lecteur de sauvegarde pour la 1ère instance Y:\ Backup Instance Name 2 Lecteur de sauvegarde pour la 2de instance Un compte de service Windows pour le moteur de base de données Un compte de service Windows pour l’agent SQL Server Les utilisateurs précédents doivent avoir accès aux différents lecteurs (Voir les prérequis minimum FS pour la sécurité : http://msdn.microsoft.com/fr-fr/library/ms143504.aspx#Serv_Perm) Un compte ou groupe Windows qui sera « super administrateur » de l’instance (sysadmin) L’utilisateur qui effectue l’installation doit avoir les droits d’accès complets aux différents lecteurs sur lesquels seront installés SQL Server (Habituellement C:\ et le(s) lecteur(s) choisis) et le partage \\alidaho\partages\Private\Interne\ISIS OPERATIONS\SOFTWARE\1 - Microsoft\SQL Server\ Installation de MSDTC s’effectue automatiquement lors de l’installation de SQL Server : /!\ Ne pas installer manuellement MSDTC /!\ Ne pas lancer deux installations SQL Server en même temps sur le même serveur Windows Powershell 2.0 Un disque partagé entre les 2 nœuds du cluster Installation de la fonctionnalité Windows .NET Framework 3.5 : Voici la méthode à suivre pour vérifier si Windows .NET Framework 3.5 est installé. 1 Se connecter avec un compte ayant les privilèges d’administrateur sur le serveur (de préférence). 2 Ouvrir Server Manager depuis la barre des tâches ou depuis Start>All Programs>Administrative Tools>Server Manager 3 Cliquer sur Features puis vérifier que .NET Framework 3.5.1 apparaît. Sinon, s’adresser à l’équipe système pour l’installer. Activation du TLS (Transport Layer Security) 1.0 et Installation SSL (Secure Sockets Layer) 3.0 en exécutant le batch suivant : C:\SQLScripts\Before_install_SQLServer_2012\Before_install_SQL2012.cmd Ces actions nécessitent un reboot de la VM SQL. Vérifier que la VM est dans le bon VLan avec un IP définitive Vérifier que les flux entre la VM SQL et le serveur de management “EUD3-PR-IFRSQL5” sont ouverts sur : Source Cible Port Direction EUD3-PR-IFRSQL5 VM SQL TCP 1433 Bi-directionelle EUD3-PR-IFRSQL5 VM SQL TCP 135 Bi-directionelle EUD3-PR-IFRSQL5 VM SQL UDP 1434 Bi-directionelle EUD3-PR-IFRSQL5 VM SQL UDP 135 Bi-directionelle Vérifier que les flux entre le serveur de rebond “EUD3-PR-IFRSQL4” et la VM SQL sont ouverts sur TCP 1433 Source Cible Port Direction EUD3-PR-IFRSQL4 VM SQL TCP 1433 Source vers Cible Si les flux ne sont pas ouverts , alors créer un change standard de demande d’ouverture de flux entre la nouvelle VM SQL et le serveur de rebond (EUD3-PR-IFRSQL4) entre la nouvelle VM SQL et de management (EUD3-PR-IFRSQL4) Installation de la fonctionnalité Windows Failover Clustering Cliquer sur Add Features puis cocher l’option « Failover Clustering ». Puis cliquer sur « Next » et ensuite « Install ». L’installation s’est bien déroulée si le message « installation succeeded » apparaît dans la fenêtre du résultat. Cliquer sur « Close » pour quitter l’installation. 7 INSTALLATION Les pré-requis du chapitre 6.1. Pré requis avant l’installation doivent être remplis pour effectuer l’installation de SQL Server. Cette partie est à appliquer sur un serveur pour chaque instance à installer. 7.1 Création du cluster Exécuter l’outil « Failed Cluster Manager » qui se situe dans la liste des outils d’administration. Créer le cluster Windows en choisissant « Create a Cluster… » A l’apparition de la première fenêtre « Before you begin », cliquez sur « Next ». Sélectionner les serveurs membre du domaine qui seront les différents nœuds du cluster SQL Server 2012. Cliquez sur « Browse… » pour vous aider à trouver les nœuds du cluster. Cliquez ensuite sur « Next ». A la fenêtre suivante, cocher la case « No… » puis « Next ». Entrer le nom du cluster puis une adresse IP A la fenêtre suivante, vérifier les données ci-dessous puis cliquez sur « Next » : Nom du Cluster Nom du Nœud 1 Nom du Nœud 2 Adresse IP Le cluster est créé. L’assistant se termine mais remonte une alerte indiquant que notre cluster n’est pas viable. Cliquez sur « Finish ». 7.2 Installation de SQL Server 2012 Standalone sur chaque noeud du cluster Après avoir copié les binaires SQL Server 2012 R2 sur un répertoire temporaire (disque D:\TEMP par exemple), exécuter le fichier d’exécution « setup.exe ». Aller directement sur la rubrique « Installation » puis cliquez sur « New SQL Server stand-alone installation or add features to an existing installation ». L’assistant d’installation vérifie si les pré-requis à l’installation de SQL Server 2012 sont remplis. Cliquez sur « OK » si le statut de chaque pré-requis en « Passed ». Entrer la clé de licence puis cliquez sur « Next ». Accepter les termes de la licence en cochant la case « I accept the license terms. » puis cliquer sur « Next ». Sur la fenêtre suivante cliquer sur « Install » pour démarrer l’installation. L’installation débute. Choisissez l’option « SQL Server Feature Installation ». Cliquez sur « Next ». Nous allons choisir d’installer seulement les fonctionnalités nécessaires pour HADR de SQL : Database Engine Services SQL Server Replication Client Tools Connectivity Management Tools – Basic Management Tools – Complete Entrer le chemin des répertoires pour l’installation des outils d’administration SQL: Shared feature directory : E:\Microsoft SQL Server Shared feature directory (x86) : E:\Microsoft SQL Server(x86) Cliquez ensuite sur « Next ». A la fenêtre suivante, « Installation Rules », cliquez également sur « Next ». Entrer le nom de l’instance ainsi que le chemin du répertoire pour son installation : E:\Microsoft SQL Server On gardera le même nom d’instance sur chaque nœud de cluster. Renseigner les comptes de service SQL suivant : Moteur SQL Dans cet exemple, il s’agit du compte de service « ALIDAHO\ServSqlEngTMEUpr » Agent SQL Dans cet exemple, il s’agit du compte de service « ALIDAHO\ServSqlAgentTMEUpr » Renseigner également les mots de passe correspondant (utiliser le fichier de mot de passe Database Keepass). Renseigner la Collation de la future instance : Aller sur l’onglet « Collation » et changer la collation par défaut. Cliquer sur « Customize » et sélectionner la collation de l’instance. Dans cet exemple, il s’agit de la collation « Latin1_General_CI_AS ». Cocher le mode d’authentification « Mixed Mode (SQL Server authentication and Windows authentification) ». Entrer ensuite le mot de passe du compte SQL Server sa. Cliquez ensuite sur « Add… » et ajouter le groupe AD alidaho administrateur de l’instance « ALIDAHO\Tma_MSSQL_DBA». Passer à la fenêtre suivante en cliquant sur « Next &r...
airliquide, alizent, always, always on, annibal, annibal@eu, com, corp, english, installation, julien, mssql, pour
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KB0022870
AWS DynamoDB
English
julien.annibal@eu.corp.airliquide.com
3
Julien ANNIBAL
Uncategorized
Published
2025-07-28 18:41:24
7
IT Knowledge
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DynamoDB DISCLAIMER The information contained in this document has been prepared exclusively for internal use by Alizent Int.. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Julien ANNIBAL 01/10/2020 Marie-Astrid GERBIER 27/11/2020 François RENAULT 26/11/2020 2 3 Keywords Add the keywords related to the content of this document. TABLE OF CONTENTS 1 PURPOSE 3 2 FIELDS OF APPLICATION 3 3 DEFINITIONS 3 4 REFERENCES AND ASSOCIATED DOCUMENTS 3 5 COMPETENCY REQUIREMENTS 3 6 CONNECTION TO THE AWS CONSOLE 3 7 DYNAMODB CONCEPTS 4 7.1 Basic components 4 7.2 Index 4 7.4 Operations 5 7.4 Global tables 5 7.5 Consistent reads 5 7.6 Capacity modes 6 7.6.1 Definition 6 7.6.2 Throttled request 6 8 COMMON TASKS 7 8.1 Create a table 7 8.2 Insert into a table 8 8.3 Read data from a table 9 8.4 Query data from a table 9 8.5 Create a secondary index 10 8.5.1 Local index 10 8.5.2 Global index 11 8 BACKUP & RESTORE 13 9 MONITORING 13 10 ANNEX 0 – REVISION TABLE 14 11 ANNEX 1 – ALZI USERS 14 1 PURPOSE This document describes the management of databases in AWS cloud (Amazon Web Services) in a SAAS (as a service) mode for DynamoDB databases. 2 FIELDS OF APPLICATION The document is intended to database administrators who can install or work to DynamoDB. 3 DEFINITIONS Cloud: Technology to remotely locate storage data or software that is usually stored on a user's computer, see on servers installed in a local network within a company. AWS (Amazon Web Service): Public cloud computing proposed by Amazon. DynamoDB: Amazon DynamoDB is a fully managed NoSQL database. The need for storage volume is such that traditional rdbms engines are no longer suitable, and that’s why NoSQL appears to store data in a schema-less and unstructured format. Dynamodb applies to applications with large amounts of data with strict latency requirements. DynamoDB supports key-value and document data structures. What is dynamoDB ? 4 REFERENCES AND ASSOCIATED DOCUMENTS Getting started with DynamoDB 5 COMPETENCY REQUIREMENTS This procedure is intended for Database administrators.It is of database administrators responsibility to keep this document up-to-date. 6 CONNECTION TO THE AWS CONSOLE The first step is to log in the AWS account with your AD federation using this URL. Then choose the account ae-p-e0-alza-alizent-auth (897782862135) and the role BIS-ALS_SG_AWS-DBA. Finally open the document and click on the environment you want to work on. For more information read the following documentation. 7 DYNAMODB CONCEPTS With DynamoDB, you can create tables that can store and retrieve any amount of data. Data are stored on solid-state disks (SSDs) and automatically replicated across multiple Availability Zones in an AWS Region, providing built-in high availability and data durability. You can use global tables to keep DynamoDB tables in sync across AWS Regions. 7.1 Basic components Tables, items and attributes are components on which is based DynamoDB. a table is a collection of items and is similar to other database systems. A Table is schemaless, which means that neither the attributes nor their data types need to be defined beforehand. an item is a collection of attributes and is similar to a row in other database systems. an attribute is a fundamental data element and is similar to a column in other database systems. Each item is uniquely identified by a Primary Key, so that two items can’t have the same key. There are two different types of primary key : Simple Primary key – this type of key is composed of one attribute known as the Partition Key Composite Primary Key – this type of key is composed of two attributes. The first attribute is the Partition Key, and the second attribute is the Sort Key. The partition key's value is used as input to an internal hash function. The output from the hash function determines the partition (physical storage internal) in which the item will be stored. When a composite key is used, then all items with the same partition key value are stored together, in sorted order by sort key value. 7.2 Index A secondary index allows a query to efficiently retrieve data from a table to avoid a table scan. DynamoDB does not have a query optimizer, so a secondary index is only used when you Query it or Scan it. There are two different types of indexes: Global – An index with a partition key and sort key that can be different from those on the table. So it is used to speed up queries on non-key attributes. Major characteristics of a global secondary index are : The primary key can be partition key or composite (partition key and sort key) on any base table attributes Global secondary indexes can be created at the same time that you create a table. You can also add a new global secondary index to an existing table or delete an existing global secondary index. Global secondary indexes lets you query over the entire table and across all partitions. You can only request the attributes that are projected into the index. DynamoDB will not fetch any attributes from the table. So, all needed attributes must be included on the index. Global secondary indexes are eventually consistent because attributes are projected asynchronously. Queries or scans on a global secondary index consume capacity units from the index, not from the base table. There are no size restrictions for global secondary indexes. Each table has a quota of 20 global secondary indexes. Local – An index that has the same partition key as the table, but a different sort key. With a local secondary index you have the same options as with a base table. Major characteristics of a local secondary index are : The primary key must be composite (partition key and sort key). Local secondary indexes are created at the same time that you create a table. You cannot add a local secondary index to an existing table, nor can you delete any local secondary indexes that currently exist. By default, all reads from a local secondary index are eventually consistent. However, you may opt into a strongly consistent read if you need it. If you query or scan a local secondary index, you can request attributes that are not projected into the index. DynamoDB will automatically fetch those attributes from the table. Queries or scans on a local secondary index consume read capacity units from the base table. When you write to a table, its local secondary indexes are also updated; these updates consume write capacity units from the base table. Each table has a quota of 5 local secondary indexes. For any local secondary index, you can store up to 10 GB of data per distinct partition key value. For more informations, refer to official documentation 7.4 Operations A Query operation finds items based on primary key values in a table or a secondary index. By default, a Query operation returns all items with that partition key value (key condition), but you can : provide a second condition for the sort key (if present). Only returns some of the items (filter).A filter expression is applied after a query finishes but before the results are returned. A filter expression cannot contain partition key or sort key attributes (you need to specify those attributes in the key condition expression, not the filter expression) A Scan operation reads every item in a table or a secondary index. By default, a Scan operation returns all of the data attributes for every item in the table or index, but you can : Only returns some of the attributes (projection) Only returns some of the items (filter).A filter expression is applied after a Scan finishes but before the results are returned. Query operation is expected to be very fast. The scan operation on the other hand can take ms to a few hours to complete and depends on the size of the table. For more informations, refer to official documentation : Querying Scanning 7.4 Global tables With global tables you can specify the AWS Regions where you want the table to be available. DynamoDB performs all of the necessary tasks to create identical tables in these Regions and propagate ongoing data changes to all of them. 7.5 Consistent reads DynamoDB supports eventually consistent and strongly consistent reads. By default it uses eventually consistent reads. Eventually consistent reads : The response of a query might include some stale data. Strongly consistent reads : The response of a query includes the most up-to-date data. This mode comes with some disadvantages: higher latency than eventually consistent reads,not supported on global secondary indexes, use more throughput capacity than eventually consistent reads. 7.6 Capacity modes 7.6.1 Definition DynamoDB has two capacity modes for processing reads and writes on your tables: On-demand and Provisioned (default). You can set the read/write capacity mode when creating a table or you can change it later (You can switch between read/write capacity modes once every 24 hours). On-demand : no need to specify how much read and write throughput you expect your application to perform, DynamoDB tables using on-demand capacity mode automatically adapt to your application’s traffic volume. Provisioned : you need to specify throughput capacity in terms of read capacity units (RCUs) and write capacity units (WCUs). One read capacity unit represents one strongly consistent read per second, or two eventually consistent reads per second, for an item up to 4 KB in size. One write capacity unit represents one write per second for an item up to 1 KB in size. If you need to write an item that is larger than 1 KB, DynamoDB must consume additional write capacity units. When using Provisioned mode you can use auto scaling to adjust the capacity automatically in response to traffic changes : a table or a global secondary index can increase its provisioned read and write capacity to handle sudden increases in traffic, without request throttling. When the workload decreases, DynamoDB auto scaling can decrease the throughput. If you're using a global secondary index, you will need to specify additinal read and write capacity units for that index separately from your main table. However, with a local secondary index, you will use the capacity from your base table. For more informations, refer to Capacity mode Limits 7.6.2 Throttled request If your application performs reads or writes at a higher rate than your table can support, then the request is rejected (throttled ) and DynamoDB returns a ProvisionedThroughputExceededExceptions exception. Excessive throttling is normally caused by : Hot partitions: throttles are caused by a few partitions in the table that receive more requests than the average partition. When creating a table in DynamoDB, you provision capacity / throughput for a table. Being a distributed database (made up of partitions), DynamoDB evenly distributes its provisioned throughput capacity, evenly across all partitions. So if you have a read capacity of 40,000 per second and your table has say 10 partitions then each partition is allocated a read capacity of 4000 reads per second. If you are hitting keys in the same partition (uneven distribution of workload) then you will see ProvisionedThroughputExceededExceptions. You should then try to have an even distribution of your partition key space Not enough capacity: throttles are caused by the table itself not having enough capacity to service requests on many partitions You can then : Increase the provisioned capacity. Wait for a period with a low activity and retry the request. allow DynamoDB auto scaling to manage your table's throughput capacity. DynamoDB auto scaling uses these initial settings as a starting point, and then adjusts them dynamically in response to your application's requirements. think to a new design (in case of a hot partition issue). 8 COMMON TASKS 8.1 Create a table To create a DynamoDB table, Go to DynamoDB service, then on navigation panel click on “Dashboard” and click on “Create table”. For example, imagine you want to store temporal data that came from multiple sensors (cpu, memory, IO,...) for each host. Therefore, we can use the metric name as the partition key and the timestamp as the sort key and the sensor value as the DynamoDB object: table hostname1 { "metric" : "cpu" "timestamp_ns" : NumberLong("1603382400"), "fields" : { "user" : 45, "system" : 25, "free" : 30 } } { "metric" : "memory" "timestamp_ns" : NumberLong("1603382400"), "fields" : { "free" : 2, "cached" : 10, "used" : 15 } } 8.2 Insert into a table To insert data into a table, Go to DynamoDB service, then on navigation panel click on “Tables”, select the table where you want to insert data into, and finally click on “Create item” Then you can add data : begin to fill the p...
DISCLAIMER The information contained in this document has been prepared exclusively for internal use by ALIZENT. Since this document is confidential and proprietary to Air Liquide, third parties are not entitled to rely on it in any way. With regard to third parties, Air Liquide does not hold itself out as recommending the use of the information contained herein or reliance thereon in any way without its prior approval and Air Liquide does not give any warranties on the information contained in this document and assumes no liability or responsibility in connection with the information or suggestions herein contained. Air Liquide makes no representations or warranties as to the completeness of this document and DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF MERCHANTABILITY AND THE WARRANTY OF FITNESS FOR A PARTICULAR USE OR PURPOSE. This document has been issued in English Workflow Revis° Prepared by Date Verified by Date Approved by Date 1 Céline PARIS 01/02/2016 Djamel TAREK Idriss KHARIEF Marie-Astrid GERBIER 02/02/2016 22/02/2016 22/02/2016 Benjamin MERKLEN 12/02/2016 2 Céline PARIS 12/06/2017 François RENAULT Marie-Astrid GERBIER 23/06/2017 23/06/2017 Laurent VICAIRE 08/08/2017 3 Céline PARIS 30/08/2019 Marie-Astrid GERBIER 30/09/2019 François RENAULT 30/09/2019 Keywords SQL Server, Instance, Database, Job TABLE OF CONTENTS PURPOSE 2 FIELD OF APPLICATION 2 DEFINITIONS 2 REFERENCES AND ASSOCIATED DOCUMENTS 2 COMPETENCY REQUIREMENTS 2 PRE-REQUISITES 2 CONTENT 3 7.1 Connection to the instance 3 7.2. Check logs of the job in error 4 7.3. Restart job 5 ANNEX 0 – REVISION TABLE 6 ANNEX 1 – ALIZENT USERS 6 PURPOSE This document describes all the steps necessary to resolve an incident related to SQL Server jobs. OMI Alert: EventID: 0x00000011 (17) - DBA Job Failed: This instance EUR3-PR-TLCSQL1\INTLMRPT has an error on Aug 10 2019 5:04PM for the job: - Name: APPLI_NotOnDuty_GTIS REPORTING - GTIS_ALL_CCALL_COUNT_LAST_HOUR - Step 1 - Step name: Step 1 FIELD OF APPLICATION In production environment, sql jobs could be failed. We need to perform some tasks to resolve this incident. This can be performed during a change or an incident by : the Support team Onduty team DEFINITIONS SSMS or SQL Server Management Studio: SQL Server instances administration graphic tool REFERENCES AND ASSOCIATED DOCUMENTS None COMPETENCY REQUIREMENTS None PRE-REQUISITES Users must have VPN access to SQL Server EUD3-PR-IFRSQL4 jump server to connect.Users must have access to SQL Server instances to see jobs historical logs. CONTENT 7.1 Connection to the instance Connect on the jump SQL VM with your personal account: Start > All Programs > Accessories > Remote Desktop Connection Add “EUD3-PR-IFRSQL4” Open “SQL Server Management Studio 2012” Start > All Programs > Microsoft SQL Server 2012 > SQL Server Management Studio 2012 Connect to the instance specified in the incident Server type: Database Engine Server name: Enter the instance name with TCP port number. Server type : Database Engine Authentification : Windows Authentication The connection to the instance is established. 7.2. Check logs of the job in error Check the existence of the job under the section SQL Server Agent Jobs.If the incident concerns all jobs whose name begins with "INFRA", transfer the ticket to the database team. Otherwise, check logs of the job. Go to SQL Server Agent section and expand jobs to find all jobs on the instance. Click right on your job and select “View history” to see all logs. Check the status of the last execution of your job. Check the date of the last execution. This date should match the incident’s date. If the last execution is failed then ask the support team level 2 or 3 to restart the job. Go to the next step. If the last execution is succeed then close the ticket. 7.3. Restart job Right click on the job and choose “Start Job at Step…” The job is still in error. Transfer the ticket to support N2 or N3 team. If execution of the job runs without error, close the ticket with all informations. ANNEX 0 – REVISION TABLE Revision history Revis° Indicate the modified sections and provide a short description of the change 1 Creation 2 Translation of the documentation in English 3 Modification of the documentation: update of job names ANNEX 1 – ALIZENT USERS At the application date, the list of ALIZENT users is : DBA team On duty team Support N1 team François RENAULT, Céline PARIS, Julien ANNIBAL, Noureddine HALAL-SC Dl-fradvancedIT-astreinte Kamel EL KABABRI; Lamine BENYEZZAR-SC, Amine ELKASSIMI-SC
AVERTISSEMENT Le présent document contient des informations qui ont été élaborées exclusivement pour l’usage interne d’Air Liquide Services. Le présent document est confidentiel et est la propriété exclusive d’Air Liquide. Air Liquide décline toute responsabilité en cas d’utilisation par un tiers des informations contenues dans ce document, de quelque façon que ce soit, sans l’autorisation préalable d’Air Liquide. Air Liquide ne donne aucune garantie et, n’assume aucun engagement concernant ces informations ou suggestions. En particulier, Air Liquide ne donne aucune garantie quant au caractère exhaustif du présent document et décline toutes responsabilités, explicites ou implicites, y compris la garantie de qualité marchande et la garantie d’aptitude à satisfaire un usage ou un objet particulier. Ce document a été rédigé en français. Circuit de validation Version Rédigé par Date Vérifié par Date Approuvé par Date 1 Céline PARIS 09/08/2017 François RENAULT Cyrille COGNEVILLE Marie-Astrid GERBIER 05/09/2017 05/09/2017 05/09/2017 Laurent Vicaire 04/09/2017 2 3 Metadatas SQL Server, Cluster, AlwaysOn TABLE DES MATIÈRES OBJET 3 CHAMP D’APPLICATION 3 DÉFINITIONS 3 DOCUMENTS DE RÉFÉRENCE 4 COMPETENCES ET RESPONSABILITES 5 PRÉ-REQUIS 5 VERIFICATION 5 SUPPRIMER UN GROUPE DE DISPONIBILITÉ 7 SUPPRIMER UNE BASE DU GROUPE DE DISPONIBILITÉ 10 AJOUTER UNE BASE DANS LE GROUPE DE DISPONIBILITÉ 14 VÉRIFICATION DU BON FONCTIONNEMENT DU GROUPE DE DISPONIBILITÉ ALWAYSON 25 Graphiquement 25 Sur le noeud primaire 25 Sur le noeud secondaire 27 Avec le SQL Server Log File viewer 28 Avec le AlwaysOn Health Events 29 A l’aide d’un script T-SQL 30 CAS DE BLOCAGE OU VERROUILLAGE 31 POLITIQUE DE BACKUP 33 Noeud primaire 33 Noeud secondaire 34 SUSPENDRE/REPRENDRE LA RÉPLICATION 35 Suspendre la réplication 35 Graphiquement 35 Avec un script T-SQL 36 Reprendre la réplication 37 Graphiquement 37 Avec un script T-SQL 38 ALERTES REMONTÉES EN SUPERVISION 38 METHODES DE RESOLUTION SI ALERTE PAR LA SUPERVISION 38 Créez ou appropriez-vous un ticket Leelou 38 Vérifiez l’état de la réplication du groupe de disponibilité 38 Actions à entreprendre 38 Les messages d’erreur sont clairs et la solution connue 38 Une base de données du groupe de disponibilité est suspendue depuis le noeud primaire 39 Une base de données du groupe de disponibilité est suspendue depuis le noeud secondaire 42 Vous n’arrivez pas à résoudre le problème 44 Les messages d’erreurs et/ou la solution sont inconnus 44 PROBLÈMES ANNEXES RENCONTREES ET SOLUTIONS APPORTÉES 44 Transaction log full sur la base de données primaire 44 Message d’erreur 44 Correctif 45 ANNEXE 0 – TABLE DES VERSIONS 46 ANNEXE 1 - INFORMATIONS 46 ANNEXE 2 – ACTEURS AL SERVICES CONCERNÉS 47 OBJET Ce document décrit les démarches à suivre pour vérifier l’état de la réplication en temps réel de bases de données entre deux instances SQL Server d’un cluster Windows de 2 nœuds. Type d’alerte de supervision relative à cet incident : Error: 60000 Severity: 17 State: 1 AlwaysOn KO...... Dans le cadre des projets GTIS IM EU Main 1 & 2, une réplication de bases de données en temps réel est configurée entre deux nœuds de cluster Windows. Il s’agit de clusters actifs/passifs où le failover n’est pas configuré. Le premier nœud de chaque cluster est considéré comme « master » et le second nœud comme « slave ». En effet, le nœud 1 est dédié aux applications plus sensibles telles que le kerwin et le kerweb. Le nœud 2 est quant à lui en lecture seule et dédié essentiellement à du reporting (CWP). Dans un second temps, il sera également utilisé pour les SAS GTIS IM et GTIS HC. La désynchronisation des bases de données entre les deux nœuds peut engendrer une situation critique. En effet, des données entrantes ne sont alors plus prises en compte. CHAMP D’APPLICATION Le présent document est à destination des équipes ALIZENT dans le cadre de l’exploitation des solutions SQL Server liées aux bases de données. Il constitue la référence pour l’exploitation de l’environnement en cluster AlwaysOn SQL Server de Production et doit être mis à jour dès qu’une modification intervient sur l’un des éléments décrits, matériel ou logiciel. DÉFINITIONS Afin de bien comprendre les différents concepts abordés dans ce document, voici quelques définitions. SQL Server : Système de Gestion de Base de Données Relationnelle (SGBD) édité par Microsoft. Il peut être également appelé MSSQL. Le moteur de Base de Données SQL Server gère l’allocation des ressources, l’intégrité et la consistance des données au travers d’un service Windows. SQL Server Agent : Agent de maintenance de SQL Server. Il fonctionne par le biais d’un service associé à l’instance SQL Server et permet de gérer les plans de maintenance et les travaux planifiés de cette instance. Instance SQL Server : Une instance SQL Server est constituée d'un ensemble distinct de services avec des paramètres spécifiques, et possède des structures de répertoires et de base de registre qui lui sont propres. Une instance peut abriter plusieurs bases de données. Un serveur de Bases de Données ne peut avoir qu’une seule instance par défaut identifiée par la dénomination MSSQLSERVER. Toutes les autres instances installées par l’administrateur seront dites « instances nommées ». Base de Données : Entité permettant de stocker des données de façon structurée, avec le moins de redondance possible, pour les mettre à disposition d’utilisateurs et d’applications. Une base de données SQL Server est composée d’une série d’objets de stockage (tables, index, vues), de programmation (fonctions, procédures stockées, triggers) et de sécurité (utilisateurs, schémas, rôles). Transact-SQL : Aussi appelé T-SQL, il s’agit du langage SQL de programmation et d’interrogation des données utilisé sur SQL Server. ETL : Extract-Transform-Load. Outil d’extraction, transformation et chargement des données, permettant de réaliser des opérations sur des données en masse afin d’en modifier les structures avant exploitation. Ressource Cluster : Composant physique ou logique pouvant être : mis en ligne et hors ligne géré dans un cluster hébergé et géré par un seul système (Nœud) à la fois. Il peut s’agir d’une adresse IP, d’un nom réseau, d’une unité de stockage (disque SAN), d’un service MSSQL, de tout service associé à l’instance SQL Server, etc… DOCUMENTS DE RÉFÉRENCE Installation d’un groupe de disponibilité avec SQL Server 2012 AlwaysOn (CTP3) : http://download.microsoft.com/documents/France/serveur-cloud/sql/Installation-AlwaysOn.pdf The official SQL Server AlwaysOn team blog : https://blogs.msdn.microsoft.com/sqlalwayson/ Modes de quorum WSFC et configuration de vote (SQL Server) : https://msdn.microsoft.com/fr-fr/library/hh270280.aspx Quorum vote configuration check in AlwaysOn Availability Group Wizards https://blogs.msdn.microsoft.com/sqlalwayson/2012/03/13/quorum-vote-configuration-check-in-alwayson-availability-group-wizards-andy-jing/ Microsoft SQL Server AlwaysOn Solutions Guide for High Availability and Disaster Recover http://download.microsoft.com/download/D/2/0/D20E1C5F-72EA-4505-9F26-FEF9550EFD44/Microsoft%20SQL%20Server%20AlwaysOn%20Solutions%20Guide%20for%20High%20Availability%20and%20Disaster%20Recovery.docx Active Secondaries: Readable Secondary Replicas (Always On Availability Groups) : Cette documentation explique le verrouillage de la propagation des données de la primaire vers le noeud secondaire si un long “select” s’exécute sur le noeud secondaire. https://msdn.microsoft.com/en-us/library/ff878253.aspx AlwaysOn: Impact on the primary workload when you run reporting workload on the secondary replica : https://blogs.msdn.microsoft.com/sqlserverstorageengine/2011/12/22/alwayson-impact-on-the-primary-workload-when-you-run-reporting-workload-on-the-secondary-replica/ COMPETENCES ET RESPONSABILITES Le document est dédié aux administrateurs Base de données. Il est de leur responsabilité de tenir ce document à jour. PRÉ-REQUIS Chaque personne habilitée à résoudre ces incidents doit avoir un accès TSE aux serveurs de bases de données ainsi qu’aux bases de données en modification. VERIFICATION Cette vérification peut se faire depuis le nœud principal ou secondaire avec l’outil SQL SERVER Management Studio. SUPPRIMER UN GROUPE DE DISPONIBILITÉ Dans le cas où le groupe de disponibilité AlwaysOn ne réplique plus sur le nœud secondaire, il peut être nécessaire de le supprimer. A noter que la suppression du groupe de disponibilité n’impacte pas les bases qui y sont associées. Une fois le groupe de disponibilité AlwaysOn supprimé, les bases associées redeviennent en mode « stand alone ». Se positionner sur le nœud primaire et ouvrez Microsoft Sql Server Management Studio. Déployez le dossier AlwaysOn High Availability, et sélectionnez le groupe de disponibilité à supprimer. Cliquez droit, sélectionnez l’option « Delete… ». On peut vérifier que la ressource AlwaysOn anciennement gérée par le cluster Windows n’est plus présente : On peut vérifier sur le nœud primaire que les bases de données qui étaient liées au groupe de disponibilité supprimé existent toujours en mode « Stand Alone » : Allez sur le nœud secondaire et supprimez les bases de données qui étaient répliquées : SUPPRIMER UNE BASE DU GROUPE DE DISPONIBILITÉ La suppression d’une base de données du groupe de disponibilité n’impacte pas la base d’origine ; elle passera en mode stand alone. Ouvrez SQL Server Management Studio sur le nœud principal et sélectionnez la base à supprimer dans le groupe de disponibilité : Vérifiez que la base de données n’est plus en mode « synchronized » sur le nœud primaire : Vérifiez que la base de données est en mode « Restoring… » sur le nœud secondaire : Supprimez la base sur le nœud secondaire : AJOUTER UNE BASE DANS LE GROUPE DE DISPONIBILITÉ Sélectionnez l’option « FULL » et positionnez le répertoire où les backups FULL et Transaction Log seront déposés pour créer les bases secondaires. Par défaut, nous avons choisi le répertoire : Z:\BACKUP Sur le nœud secondaire. Vérifiez que la base est passée en mode « Synchronized » sur le nœud primaire et lancez un « Dashboard » pour vérifier que la réplication est en place pour toutes les bases du groupe de disponibilité : Vérifiez sur le nœud secondaire que la nouvelle base apparaît avec le statut « Synchronizing ». VÉRIFICATION DU BON FONCTIONNEMENT DU GROUPE DE DISPONIBILITÉ ALWAYSON Graphi...
SAP Chorus - Mass Posting Delivery Goods Issue with SAP Scripting
English
justyna.drozdzal@eu.corp.airliquide.com
1
Adolfo GARZAALONSO
Uncategorized
Published
2025-01-08 12:29:37
41
myITcorner
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HCDIT - SAP Chorus - L2
Subject This document is a detailed user guide for the new sap scripting regarding posting goods issue for Deliveries, checking it’s serial number, batch and “Lote” assignment. Requirements Access to Microsoft Excel 2016; Enabling Macro in Excel Whenever the message comes up: Click on “Enable Content” User must be logged in the desired environment; Authorization Roles Running Scripting (ZHC_SAPSCRIPT); In case of doubt about authorization check, send an email to: bisit-chorus-support@airliquide.com Sheet “SCRIPTING” Before running the Macro in SAP, we need to prepare the data to be read. Over “Scripting” click on the “Get Data” A native windows pop-up must come up. Select the file which you want to. Hit “Yes” whenever this message pops up. Review the data copied before running the Macro. The macro will only run for the lines that the Column “A” is set as blank. Running Macro By clicking the “Create Equipment” Button, it will lead you through the following pop-up messages: Hit “Ok”. Choose a Section, followed by the numbers given in the first line and hit “Ok”. A pop-up asking you if you want to proceed with the number of entries will appear. If you face this message: Contact your manager. Status and Message Status In order to overwrite the quantity, assign lote and serial number, the delivery must not be posted. If so, the status retrieved will be set to “Not Ok” and you can always see the message in the last column from the Macro file. Once the tasks are completed, you will see each line from the column “A” being filled with “Ok”. After macro execution, you can always see the message as well. If you need to run the macro for the same document to overwrite any value, make sure to reverse the posting in VL09 and run it again always with column “A” as blank. If any value is found in Column, the macro will not run for that line.
adolfo, airliquide, chorus, com, corp, delivery, drozdzal@eu, english, garzaalonso, good, good issue, goods, justyna, mass, mass posting, posting, sap, sap script, script, scripting, software
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MIR INC0580173 - Many EMEA sites are down - 18657700 ( ISP ) - 1-192127472269 ( Equinix ) (M
English
karim.cherif@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2021-11-09 10:12:21
11
Major Incident Reports
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Many EMEA sites are down - 18657700 ( ISP ) - 1-192127472269 ( Equinix ) INC0580173 - May 2nd, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 4 hours and 8 minutes Executive Summary "Major connectivity outage" On May 2nd, 2020 at 02:40 GMT Monitoring reported an incident, affecting about 200 sites in EMEA The symptoms of the incident were complete loss of service for all full internet routers. The a priori root cause was that the ISP had a hardware issue The resolution of the incident consisted in remotely resetting the faulty card On May 2nd, 2020 at 06:48 GMT, the incident is resolved, leading to a service disruption of 4 hours and 8 minutes Major steps leading to incident resolution1 May 2nd, 2020 4: 30 am CET : Many EMEA DMVPN node down alarms - Many EMEA DC devices alarms included FR000-RT01-CENTURYLINK 4 :40 am CET : Snow incident ticket creation & first investigations 5 :13 am CET : Centurylink trouble ticket creation + investigations 8 :40 am CET : Incident resolution with. DMVPN sites starting to join the Hubs again. Initial root cause The root cause is due to a card on a device in Centurylink internet network. Actions plan The IP NOC remotely reset the card which restored service to a stable condition. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041938.
MIR INC0632906 - Network Slowness - EU | 1- 34088658522 Pin: 759793102448 | (September 24th, 2020)
English
karim.cherif@am.corp.airliquide.com
5
Tim GIDDEY-SC
Network / Connectivity
Published
2023-02-08 15:16:08
16
Major Incident Reports
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MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Network Slowness - EU | 1- 34088658522 Pin: 759793102448 | INC0632906 - September 24th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 6 Hours 11 Minutes Executive Summary Classification :"Major connectivity outage" On September 24th, 2020 at 07:26 GMT Many users reported an incident, affecting all MPLS sites in Europe and impacting several hundred users. The symptoms of the incident were extreme slowness on the internet connections. The a priori root cause is INTERCLOUD applying a new Firewall rule at 8:20 AM CET without prior notice. The resolution of the incident consisted in a workaround. Traffic was redirected to a different Z-scaler node. On September 24th, 2020 at 13:21 GMT, the incident is resolved, leading to a service disruption of 6 Hours 11 Minutes no Root cause at yet Major steps leading to incident resolution1 September 24th, 2020 7:26 AM GMT: Incident ticket creation and assigned to L1 for debug 8:30 AM GMT: L3 joined the crisis conference call with N&T, OPERATION & SECURITY teams, it's been proposed to redirect internet traffic from INTERCLOUD to COLT, discussion and validation about the the redirection details 9:47 AM GMT: Incident ticket opened with COLT. Then few calls to ask an engineer in the crisis conference call 10:30 AM GMT: COLT engineer joined the conf call after verification on his side, it's been decided to provision a new node ZEN (Rouen II) on COLT backup tunnel. Then move zscaler tunnel from Paris to Rouen. confiugration on zscaler, PSS, COLT. 11:50 AM GMT: Users were complaining about some slowness on AWS services, So intercloud was suspected and the decision to move traffic on COLT but keep the traffic to Paris node via COLT has been made by GIO 12:30 PM GMT: Configuration on coreswitches by network L3 to move internet traffic on COLT router, users tests confirmed that internet was working much better 1:08 PM GMT : Email sent for ticket creation with INTERCLOUD 2:11 PM GMT: INTERLCOULD ticket created and an engineer COLT. He inform me a change took place on INTERCLOUD router. A call has been planned later with GIO solution later 2:44 PM GMT: call with L3 engineer, GIO solution & INTERCLOUD engineer. INTERCLOUD found the root cause and fix it by rollbacking the change. It was due to a firewall rule upgrade on INTERCLOUD routers in the morning around 6:20 AM GMT. Then user tests confirmed that AWS service were recovering. Initial root cause 6:20: Firewall rule upgrade on INTERCLOUD router on September 24th, 2020 around 6:20 AM GMT. Something abnormal appended with the intercloud router VIP. Some VRF traffic move to the back device in FR789 (Courbevoie) While others remained on FR000 (Aubervilliers) Actions plan Highly recommend INTERCLOUD to inform GIO and SFR about such change. Item, owner External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042135.
MIR INC0903154 - Multiple Sites down in AL (March 8th, 2022)
English
Karim.RAHMANI@am.corp.airliquide.com
8
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:18:39
26
Major Incident Reports
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GIO-NET-Site Connectivity
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2022-03-08 10:04:30
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INC0903154
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Multiple Sites down in AL INC0903154 - March 8th, 2022 Timezone : GMT+1 Total outage duration : 25 Minutes Executive Summary Classification : "Major connectivity outage" On March 8th, 2022 at 09:00 GMT+1 Monitoring reported an incident, affecting 191 DMVPN sites in majority on the MEA zone and some in the European zone (see list below) The symptoms of the incident were total loss of service for these sites. The root cause was a fiber flapping within the Lumen backbone network, near Brussels. The service was restored too quickly for us to take any actions on GIO side. On March 8th, 2022 at 09:25 GMT+1, the incident is resolved, leading to a service disruption of 25 Minutes Initial root cause 09:25 : Fiber flapping within the Lumen backbone network. The flapping was high enough for the service to be perceived as down. RFO (Reason for Outage) provided by Lumen: a suspected fiber disturbance between Wasquehal, France and Nazareth, Belgium was impacting unprotected services. Action Plan Please note that this kind of issue has already happened before, the action plan is already ongoing and will be speed up to the next step. Lumen to do a complete check-up of the DC equipments and eventually replace the BGP cards >> Done 17/02 Reinforce the contract SLA under negociation with Lumen >> Done 15/03 Implement an automatic failover based on flapping SLA >> Done 31/03 Improve site DMVPN speed reconnection in case of a small cut on Lumen links >> Planned for 21/04 Switch the primary and secondary Internet access for the EU Datacenters (FR000-Lumen Brussels <> FR789-Lumen Paris), as Paris is more stable, and has less latency. >> Estimated for May 2022 External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042979. Lumen ticket : 23292491 Lumen RFO attached List of affected sites AE007 AE011 AT018 BE001 BE003 BE008 BE034 BE041 BE046 BE047 BF001 BG002 BJ001 BW002 CA332 CG001 CI002 CM001 DE039 DE048 DE104 DE146 DE148 DE150 DE166 DE172 DE648 EG004 EG006 EG012 ES038 ES204 ES208 ES213 ES218 ES231 FI010 FR005 FR009 FR017 FR036 FR039 FR042 FR054 FR055 FR058 FR073 FR085
FR789-Lumen Paris) Lumen to do a complete check-up of the DC equipments and eventually replace the BGP router cards Implement an automatic failover based on flapping SLA -Reinforce the contract SLA under negociation with Lumen >> End of February Mid-Term: -Add another ISP (COLT) for the internet access on DC to have more redundancy External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042979. Lumen ticket : 22915364
MIR INC0696731 - Network Connectivity - Houston Operation Control Center (OCC) Unable to communicate
English
Karim.RAHMANI@am.corp.airliquide.com
4
Tim GIDDEY-SC
Network / Connectivity
Published
2022-01-03 16:57:15
21
Major Incident Reports
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GIO-NET-Site Connectivity
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2021-02-16 7:38:01
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Network Connectivity - Houston Operation Control Center (OCC) Unable to communicate with and control numerous plant sites INC0696731 - February 16th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 5 Hours Executive Summary Classification : Major connectivity outage On February 16th, 2021 at 19:56 CST Industrial users reported an incident, affecting telemetry data in the US impacting multiple sites. The symptoms of the incident were the industrial team was unable to control or monitor multiple plant sites. Initial root cause was that a provider side routing issue caused the traffic to take the wrong path back to the site. The resolution of the incident consisted in putting a workaround in place to force the traffic to take the correct path back to the site. On February 16th, 2021 at 00:37 CST the incident is resolved, leading to a service disruption of 5 Hours Major steps leading to incident resolution1 February 16th, 2021 As a short term workaround solution, we implemented a filter on US000 and US700 MPLS routes to filter-out the L.I backbone routes (so that they can be learnt only over US203 : Either MPLS or DMVPN). 10:19pm CST: This has been done for the main L.I DC subnet 172.20.152.0/23. This partially solved some Industrial (Scada) application issues.11:05pm CST: This has been done for the rest of the L.I DC subnets ==> It fixed most of the remaining issue (SIRA, Airgas industrial etc..). Initial root cause Due to the power outages in Houston are, something happened in the Sprint / T-mobile MPLS backbone : A transient route refresh that allowed an unwanted alternative route (over DMVPN) route to stuck in the different routing tables (especially US000/US700 MPLS routers). Actions plan LI routing due to the C1 move need to be cleaned up to ensure traffic is following correct path. Owner: Solutions team Secondary DMVPN hub move from US203 to US700 as the backup. Owner: Solutions team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042400.
MIR INC0802558 - Major outage AME 22056370 (Ashburn) 22056838 (Chicago) - Failover to be done on th
English
Karim.RAHMANI@am.corp.airliquide.com
3
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:20:33
12
Major Incident Reports
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2021-09-04 7:25:37
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major outage AME 22056370 (Ashburn) 22056838 (Chicago) - Failover to be done on the Chicago ticket INC0802558 - September 4th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 4 Hours 49 Minutes Executive Summary Classification : Major connectivity outage On September 4th, 2021 at 7:05pm CST, The root cause was an outage somewhere in the Lumen (ISP Internet provider) backbone that brought DOWN the INTERNET circuit of US000-RT01-INTERNET router.During the incident some subsequent side effects occurs :1- From within the internal AL network core devices, we had to manually switch the default / public traffic from US000 to US700 ==> Next step is to improve this point to have a full automatic failover for public traffic (either via a IP SLA tracking on US000-RW01 either by BGP on the routing default route).2- During the incident on US000 Internet access, the AIR LIQUIDE public range 204.62.206.0/24 (public range for DMVPN remote routers + hosting some internet / extranet public services) was not advertised by Lumen throughout the internet via US700 - Chicago . In parallel of the main US000 Inet circuit issue, Lumen said that they fixed that pointOUTAGE for the Zscaler internet access issue ==> from ~07:05pm CST to ~09:30pm CSTOUTAGE for the DMVPN issue (and related AL public range 204.62.206.0/24 service) ==> from ~07:05pm CST to 11:12pm CST On September 4th, 2021 at 05:25 GMT= 11:25 CST; the incident is resolved, leading to a service disruption of 4 Hours 49 Minutes Major steps leading to incident resolution1 September 4th, 2021 We manually switched the default / public traffic from US000 to US700 Initial root cause : Root cause was an outage somewhere in the Lumen (ISP Internet provider) backbone that brought DOWN the INTERNET circuit of US000-RT01-INTERNET router. Actions plan Need an RCA from Lumen in order to understand what happened within their backbone network. Plan and perform an US000 > US700 internet failover test to confirm that our AL public range is correctly advertised via US700 Lumen Internet circuit External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042765.
MIR INC0848723 - Application/Server impacted -Office phones not working | 2111Z25301 - 2111Z26080
English
Karim.RAHMANI@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2022-10-17 12:00:52
19
Major Incident Reports
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GIO-NET-Office Telephony
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2021-11-26 13:12:24
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INC0848723
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Application/Server impacted -Office phones not working | 2111Z25301 - 2111Z26080 [E4] INC0848723 - November 26th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 16 Hours 5 Minutes Executive Summary Classification : Major business apps outage On November 25th, 2021 at 20:00 CET Users reported an incident, affecting all users of all the sites working with the B2GAAS Telephony application (around 2000 users). The symptoms of the incident were that phones were not able to register. The a priori root cause was a planned OBS change which consisted in updating the DNS domain for their IP phone Service. The resolution of the incident consisted in adding a DNS conditional forwarder on the Air Liquide DNS server + opening of necessary flows on the DC firewall. On November 26th, 2021 at 12:05 CET, the incident is resolved, leading to a service disruption of 16 Hours 5 Minutes. Initial root cause A planned maintenance on OBS side, which needed some pre-requisite actions from customer. The change was enabled without checking if pre-requisites had been completed. Actions plan OBS side : On the B2Gaas plateform, no change can be enabled without written validation from GIO. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042957.
MIR INC0677722 - EU DC Services (especially AWS Cloud) - High slowness and latency AL services on 07
English
Karim.RAHMANI@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2021-11-09 10:11:38
12
Major Incident Reports
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report EU DC Services (especially AWS Cloud) - High slowness and latency AL services on 07th Jan 2021 between 10:32am and 11:16am CET. INC0677722 - January 7th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 44 Minutes Executive Summary Classification : Major connectivity outage On January 7th, 2021 at 09:32 GMT Several users reported an incident, affecting all EMEA users attempting to access the internet/Cloud based applications through FR000 The symptom of the incident was a critical slowness while trying to access the internet/cloud based applications The a priori root cause was that during an on-site activity on FR000-AUBERVILLIERS, a no-longer used router was removed from the rack. While unplugging the no-longer-used device/cable, another production/critical link was certainly impacted. The incident resolved by itself 44 minutes later. On January 7th, 2021 at 10:16 GMT the incident is resolved, leading to a service disruption of 44 Minutes Major steps leading to incident resolution1 January 7th, 2021 The issue has been fixed by itself at 11:16am but with the DC Housing team, a complete check of this link will be double checked to ensure everything is stable. Initial root cause During an on-site activity on FR000-AUBERVILLIERS, a no-longer used router has been removed from the rack.While unplugging the no-longer-used device / cable, another production / critical link has certainly been 'hurt'. This has created major performance troubles (slownesses/ packet loss) on the link between the central core switch FR000-RW05 and FR000-SW02-INET giving access to the INET/Cloud Services zone (especially) AWS. Indeed the link was flapping (going up/down again and again). Indeed for each flapping, it has generated the re-convergence of the Portchannel load-distribution hash algorithm between the Cisco and HP Comware core switches creating the slownesses. Actions plan CHG0114653 completed to resolve the issue. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042327.
MIR INC0546349 - Site is down - 4427575 [E1] (February 3rd, 2020)
English
Karim.RAHMANI@am.corp.airliquide.com
2
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:05
18
Major Incident Reports
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MAJOR INCIDENT REPORT Date : 02/14/2020 Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Site is down - 4427575 [E1] INC0546349 - February 3rd, 2020 Time zone: GMT / Brazil time Total outage duration: 1h 05 Minutes Executive Summary On February 3rd, 2020 at 11:40 GMT A pro-active incident was created from the monitoring tool. All sites in Brazil were unreachable thus prevented from accessing the corporate network (sites / servers outside Brazil). Local traffic was not affected. The symptoms of the incident were as follows: All sites in Brazil were prevented from accessing the corporate network (sites / servers outside Brazil). Local traffic was not affected. The root cause was an issue in the Sprint backbone. The resolution of the incident consisted in manual failover of traffic from back-up router to nominal router. Shortly after, the Sprint link came back up. On February 3rd, 2020 at 13:45 GMT, the incident is resolved, leading to a service disruption of 65 Minutes Root cause issue in the Sprint backbone. Major steps leading to incident resolution1 February 3rd, 2020: 11:40 GMT – 08:40 am Brazil : Alarms received on the monitoring tool for all Brazil routers down. Incident ticket opened 12:20 GMT – 09:20 am Brazil: Ticket opened with Sprint for investigation 13:24 GMT – 09:24 am Brazil: Switchover between RT02 and RT01 Sprint with L3 assistance to restore the access until the resolution of the issue 13:33 GMT – 09:33 am Brazil: Issue cleared, BGP session came up on RT02-Sprint 13:45 GMT – 09:45 am Brazil: Traffic switched back over RT02-Sprint Action Items NO RCA received from ISP. Chasing them for root cause. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041801. Version: V1.0 Date: Author(s): Karim RAHMANI-SC Service Manager validation2 Date: September 17th 2021 Approver(s): Matthieu DELOYE Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0733939 - No access to any application by SRA profile "Americas South" (April 30th, 2021)
English
Karim.RAHMANI@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:18:06
23
Major Incident Reports
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2021-04-30 9:56:41
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report No access to any application by SRA profile "Americas South" INC0733939 - April 30th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 48 Minutes Executive Summary Classification : Major connectivity outage On April 30th, 2021 at 08:42 GMT+2; An end user reported an incident affecting BR001 that impacted 75% of SAM users as they were able to connect to Secure Remote Access profile "Americas South" but there was no connectivity to the local applications. The symptoms of the incident were users were unable to access local applications. The root cause was that the AWS router was not passing traffic. Although there are 2 routers load balancing the traffic, when one stopped working the traffic flow was interrupted and traffic passing through the affected router was not going anywhere. Configuration needs to be checked for better load balancing options/redundancy The resolution of the incident was a reboot of the router Ticket resolved at 09:30 AM GMT+2 ==> The AWS CSR router BR100-RT01-SDWAN-AWS has been rebooted to restore the site. Ticket with Cisco TAC (691333293) opened to exactly understand what happened (after analysis of the admin tech dump). The incident is resolved, leading to a service disruption of 48 Minutes Major steps leading to incident resolution1 April 30th, 2021 09:30am CET / 04:30am BRT : Router Rebooted. Initial root cause Faulty router most likely. Cisco TAC case is open investigate Traffic did not flow through the second router as part of a backup Actions plan Get feedback from Cisco regarding ticket (691333293) for any recommendations for e.g. bug fixes. IOS upgrade Incident was opened by Brazil local IT and the issue was not picked up by GIO monitoring. Need to check if monitoring rules need to be modified for proactive identification Network team did not have "write" access to the AWS portal and could not reboot the router. They had to get in touch with the Solutions team who then rebooted the router. Need to get “write” access to AWS portal for faster troubleshooting/resolution Public IP address for the router did not have SSH rule allowed due to which network team was unable to get access faster to reboot the device. Open the Air Liquide public IP address via rule on SSH
2021, 30th, access, airliquide, americas, any, application, april, bis, bis americas, com, corp, english, giddey-sc, inc0733939, karim, mir, no, profile, rahmani@am, software, south, sra, tim
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KB0019180
MIR INC0658783 - EU DC - FR000 and FR789 new Direct Connect - Interface Down TenGigabitEthernet0/1/3
English
Karim.RAHMANI@am.corp.airliquide.com
4
Tim GIDDEY-SC
Uncategorized
Published
2021-11-09 10:12:30
11
Major Incident Reports
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report EU DC - FR000 and FR789 new Direct Connect - Interface Down TenGigabitEthernet0/1/3 on both XLCOUD (ISP LUMEN / CenturyLink maintenance) INC0658783 - November 22nd, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 34 Minutes Executive Summary Classification : "Major connectivity outage" On November 22nd, 2020 at 00:19 GMT All users using applications from the AWS Dublin LEGACY Zone were affected The symptoms of the incident were loss of service The a priori root cause was that a planned maintenance from CenturyLink Lumen was overlooked and affected both links (primary and back-up) at the same time The resolution of the incident consisted in the first link coming back up after the maintenance work On November 22nd, 2020 at 01:53 GMT, the incident is resolved, leading to a service disruption of 1 Hour 34 Minutes Major steps leading to incident resolution1 November 22st, 2020 Following the successful change (CHG0109798) that occured on Saturday 21st November (migration of all AWS resources form INTERCLOUD to new XCLOUD infrastrucutre), a very unlucky event has occured ==> The night after the migration a lot of AWS services today (within the AWS Legacy ZONE) were unavailable. In fact around on Sunday 22st Nov around 00:00am, an ISP maintenance (on UK / Ireland- Dublin side) happened on CenturyLink / Lumen backbone network (CTL/Lumen maintenance n° 19893132-1) affecting newly migrated links ==> Both AWS Dublin physical interfaces access in FR000-Aubervilliers and FR789-Courbevoie GOING to AWS Ireland (and ~ at the same time). CenturyLink / Lumen being the fiber link ISP for the ‘new’ GIO AWS DirectConnect giving GIO direct access to AWS resources. For AWS Ireland TGW resources ==> The failover occurred successfully (over the already existing GIO VPN routers) : No service impact. For AWS Paris TGW resources (hosting VPN Pulse) ==> No change / not impacted by the maintenance (it was still using the new GIO XLCOUD routers as usual). For AWS Legacy resources (migrated the day before), the services were exclusively relying on the 2x new AWS DX DirectConnect (one in FR000 and one FR789). As both links went down at the same time due to the maintenance (without any backup, on the AWS VPN GW for example), the AWS Legacy service was DOWN : This created the P1 incidents. The first link (in FR000) came back by itself and the service came back up (confirmed by all Servers & application teams) around 01:40am CET. The second link came back up around 2am ET. During the incident no workaround was possible to mitigate the impact because both AWS links were DOWN. The Impact was about ~ 1h30==> No AWS LEGACY (172.18.48.0/20) from ~00:10am CET to 01:40am CET. Initial root cause The root cause was due to a maintenance within the Lumen / CenturyLink Actions plan CHG0114357 has been created and successfuly implemented the following Monday 23rd Nov to set up a VPN 3rd and 4th backup towards AWS LEGACY 172.18.48.0/20 zone (like for other AWS services). So that if this re-happens again (both FR000 and FR789 DirectConnect links going down again), the AWS Legacy services will switch over the VPN tunnels. GIO and SFR have contacted Lumen / CenturyLink (ticket #20148341) to ask why both FR000 & FR789 DirectConnect links went down / have been affected at the same time by this maintenance as we are expecting to have totally independant paths: It was answered that the maintenance on a central device in Dublin side was critical and unavoidable and has to be done. Then Lumen re-assured us that, now the path are totally independant. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042249.
MIR INC0732904 - Major outage - ISP Lumen/CTL #21151848 (April 28th, 2021)
English
Karim.RAHMANI@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:18:05
14
Major Incident Reports
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MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major outage - ISP Lumen/CTL #21151848 INC0732904 - April 28th, 2021 Timezone : GMT Total outage duration : 4 Hours 18 Minutes Executive Summary Classification :"Major connectivity outage" On April 28th, 2021 at 5:04 PM GMT+2 Monitoring reported an incident, affecting affecting most of the services in AL South Africa and Namibia using VODACOM Internet access. The symptoms of the incident were total loss of internet services. Some of the sites not using Vodacom INTERNET lines were UP (or have switched over backup access) however as most of the critical resources are located in the affected sites (especially ZA055 which is currently interconnecting AWS Cape Town), we can consider that most of the services in South Africa. The a priori root cause was a very important outage on the Vodacom INTERNET service The resolution of the incident consisted in waiting for the services to resume On April 28th, 2021 at 09:22 PM GMT+2, the incident is resolved, leading to a service disruption of 4 Hours 18 Minutes External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042547.
2021, 21151848, 28th, airliquide, amei, april, bis, bis amei, com, corp, ctl, english, giddey-sc, inc0732904, isp, karim, lumen, major, mir, outage, rahmani@am, tim
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KB0016282
MIR INC0562356 - FR000 - Loss of multiple applications & services hosted in AWS
English
Karim.RAHMANI@am.corp.airliquide.com
2
Tim GIDDEY-SC
Uncategorized
Published
2021-11-09 10:12:22
16
Major Incident Reports
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2020-03-13 18:50:12
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Date: April 9th, 2020 Document Owner: Karim RAHMANI Department: GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report FR000 - Loss of multiple applications & services hosted in AWS INC0562356 - March 12th, 2020 Time zone: CET Total outage duration: 1 day 6 hours 30 minutes Executive Summary Classification : Major connectivity outage On March 12th, 2020 Following an AWS maintenance in the internet backbone (on March 11th), Intercloud devices were unable to refresh correctly their routing table, which caused outage for all AWS public services from within Air Liquide network. Impact was every EMEA business application On March 13th at 12:50 CET, the incident was resolved, leading to a service disruption of around 1 day and 6 hours Root cause AWS Maintenance (Routes refresh on March 11th) Major steps leading to incident resolution1 March 12th, 2020 06:20: Ticket created (P3) by CGI SE&D Interfaces ETL Development L3 team for loosing access from saeu-etltp02.eu.corp.airliquide.com (172.18.28.198) to fileshare-uk.coupahost.com port 22. 10:14: Ticket assigned to SFR L3 team for multiple unreachable resources hosted in AWS public cloud: Flow between ETL and COUPA 10:58: Impact and Urgency have been updated to raise the priority to P2 11:31: Investigation from routing perspective 11:45: Joined HO chat with the impacted teams to get further details: Source/destination/port 11:59 : Ticket opened with Intercloud in order to investigate the loss of several AWS flows 12:07: Incident task opened with security team to check that the flow is seen on the last FW before going to Intercloud/AWS 13:02 : Request sent by SFR to Intercloud to raise the priority of the incident to P2 14:37 : Troubleshooting session with Intercloud engineer, to provide the necessary information for their investigation 15:12: Ticket opened with AWS by Intercloud following the detection of an issue on the public peering in London – Interface toward London peering has been deactivated to for the traffic over Dublin – The impacted teams were asked to perform tests 23:28: The concerned teams reported that the service is still not working – information transmitted to Intercloud and requesting to escalate to AWS for a quick resolution March 13th, 2020 10:19: A new meeting with Intercloud and AWS – Request to raise the ticket to P1 to meet the impact 11:19: AWS reports that London peering is configured to send all Amazon routes whereas Dublin’s advertises only local routes. SFR request to update the configuration on Dublin 12:10: Ticket raised to P1 due to huge impact on Alto 12:14: Meeting with AL management to discuss on the possibility to redirect AWS public flows (based on each specific range of the broken applications) 12:50: A routing change has been implemented to redirect the flows through OBS Internet access instead, as a workaround (CHG0099520) March 14th, 2020 13h48: Intercloud has fixed the issue by moving AL Aubervilliers public AWS service to another core router March 23rd, 2020 14:38: The same action applied to Courbevoie CPE by intercloud Action Items Review the current architecture related to AWS services. Action: SFR/ GIO Solution /GIO Cloud Replicate all existing rules in VS-Intercloud in FW-Surf to have a backup plan in case the same issue reoccurs : Action Security team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041865. Version: V1.0 Date:April 9th 2020 Author(s): Karim RAHMANI Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0659548 - SPLUNK/Unix: Process Status is stopped for dw.sap on EU-MPACI-PROD (November 23rd,
English
Karim.RAHMANI@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2021-11-09 10:12:09
13
Major Incident Reports
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Unix: Process Status is stopped for dw.sap on EU-MPACI-PROD INC0659548 - November 23rd, 2020 Timezone : 22h15 GMT Total outage duration : 15 Minutes Executive Summary Classification : Major business apps outage On November 23rd, 2020 at 22:15 GMT SFR L3 engineer reported an incident, affecting a number of applications within the EMEA perimetre. The symptoms of the incident were that during a change which target was to move 2 switches 5000 series from a rack to another rack, the automatic failover did not work as expected and all services went down. A Case ticket is being opened with Cisco The a priori root cause was a cisco protocol issue between the 2 switches The resolution of the incident consisted in rebooting the switches once installed in their new location in the rack. On November 23rd, 2020 at 22:30:GMT, the incident is resolved, leading to a service disruption of 15 Minutes Major steps leading to incident resolution1 November 23rd, 2020 19:00 GMT : Switch off of FR000-SW11 et to move it in the new rack, traffic was working fine on FR000-SW12. 20:46 GMT: Switch on of the FR000-SW11, the interfaces were down. many checks have been done to bring interfaces up in vain, everything was working fine on FR000-SW12 22:15 : Switch off of FR000-SW12 in order to bring FR000-SW11 interfaces as explain by cisco for vPC packet issue, unfortunately the switch FR000-SW11 interfaces don't come up. 22:20: Reboot of FR000-SW11, nothing changed 22:26: Reboot of FR000-SW12, then the switch FR000-SW11 interfaces came up and the FEXs started coming UP 00:19 am GMT: Server team contact me to signal critical servers that was nothing reachable few minutes ago, a conf call was created with others team to check if everything back to normal. Initial root cause Failover of the switch SW11 the vPC does not support the active vPC packets on vPC links between the nexus devices. Actions plan Cisco TAC ticket to open for deep investigation. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042274.
MIR INC0961878 - Following Certificate renewal servers started rebooting - Case Cisco : 693745200 (
English
Karim.RAHMANI@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:21:04
22
Major Incident Reports
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INC0961878
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report WIFI Legacy Infrastructure issue following a patch - INC0961878 - June 14th, 2022 Timezone : CET Total outage duration : 21 Hours 45 minutes Executive Summary Classification : Major connectivity outage On June 14th, 2022 at 22:50 CET, the access to WIFI@Guest and WIFI@MyDevice SSIDs in the legacy infrastructure was lost. This incident was due to the certificate renewal was performed on June 14th at 20:00 CET. The new AirLiquide-Guest and AirLiquide-Public SSIDs running over the new infrastructure were not affected. The resolution of the incident consisted in downgrading the ISE patch version. The current ISE servers which are no longer being supported by CISCO will be decomissionned at the end of the WIND project. On June 15th, 2022 at 20:35 CET, the service is restored, leading to a service disruption of 21 Hours 45 minutes. The situation at the 12/07/2022 is: -Only one node of the ISE cluster has been downgraded and is operational. -A change is studied in order to downgrade the second node and recreate the full ISE cluster. Major steps leading to incident resolution1 June 14th, 2022 20:00 CET - 21:00 CET : CHG0150850 certificate renewal caused instabilities and the engineer called the oncall team for help 21:00 CET - 22:00 CET: Restart of the services initiated but unfortunately it has not resolved the issue. WIFI Guest and Wifi MyDevice SSID were unreachable on the old infrastructure 22:00 CET : Oncall engineer continues the investigations 23:00 CET : Cisco case opened for investigations - WEBEX sessions wiith Cisco team 00:00 CET : For hours engineers attempt to restore the ISE 4 and 5 unsuccessfully. They decide to go onsite the next day June 15th, 2022 13:00 CET : SFR team arrive onsite but have issues before accessing the DC. New onsite DC procedure delayed the entering of our engineers 14:00 CET : Restoration actions started 17:45 CET : The ISE is completely restored with patch 8 18:45 CET - 19:15 CET: GUEST portal certificate reinstallation on the ISE 18:45 CET - 19:15 CET : Checks by our engineer 19:15 CET - 19:45 CET : Sponsor portal certificate reinstallation 19:45 CET: Checks and resynchronisation of ISE with the domain controllers 20:24 CET : Service is back to normal Initial root cause Bug Cisco due to combination of the security patching performed the 08/06/2022 and the new certificates installed the 14/06/2022. Actions plan To complete the WIND project in order to decomission the old ISE infrastructure No further action on the old ISE infrastructure should be planned (patching, upgrade, ...) External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043491. Incident reference for the second ISE server INC0962438 Change reference for the certificate installation: CHG0150850 Change reference for the patch 11 upgrade : CHG0150679 Case Cisco : 693745200
MIR INC0694818 - Network Connectivity - Network is down / applications are not available GLOBAL issu
English
Karim.RAHMANI@am.corp.airliquide.com
2
Tim GIDDEY-SC
Network / Connectivity
Published
2021-11-09 10:12:21
18
Major Incident Reports
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GIO-NET-Site Connectivity
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Network Connectivity - Network is down / applications are not available GLOBAL issue INC0694818 - February 11th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 2 Hours 15 Minutes Executive Summary Classification : Major business apps outage On February 11th, 2021 at 07:10 GMT Local users reported an incident, affecting Alls DMVPN sites on the EMEA zone The symptoms of the incident were extreme slowness or no access while trying to connect to some applications The root cause was a configuration command created on the central device ( DMVPN Router) the previous night, to fix a recurring issue which had been reported for the last 2 months (Ref : PRB00694818 : Can't deploy the Alizent firewalls at DMVPN sites) The resolution of the incident consisted in rollbacking this command On February 11th, 2021 at 9:25 GMT, the incident is resolved, leading to a service disruption of 2 Hours 15 Minutes Major steps leading to incident resolution1 February 11th, 2021 6:10 : First ticket opened by the customer, and affected to N&T team. 9:10 : Detection of the root cause of the incident, and setting up of the solution (rollback of the command) 9:25 : Sites confirmed that every sites cames up after this modification Initial root cause 10:25 : The root cause was a configuration command created on the central device ( DMVPN Router) the previous night, to fix a recurring issue which had been reported for the last 2 months (Ref : PRB00694818 : Can't deploy the Alizent firewalls at DMVPN sites. The resolution of the incident consisted in rollbacking this command Actions plan ANY change, even on a troubleshooting session MUST be logged and a message has been shared to be able to react if any side effect appears. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042389. Aim will be to find a solution to solve Alizent MTU trouble, without impact for the others sites.
MIR INC0856602 - Internet Down - US407 - No connectivity for OCC or Bomgar (December 9th, 2021)
English
Karim.RAHMANI@am.corp.airliquide.com
4
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:22:38
18
Major Incident Reports
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Internet Down - US407 - No connectivity for OCC or Bomgar INC0856602 - December 9th, 2021 Timezone : GMT -6 Total outage duration : 1 Hours 54 Minutes Executive Summary Classification : On December 9th, 2021 at 1:49 GMT -6 An OCC user reported that they were unable to remotely control 3/4 of their facilities. The symptoms of the incident were that the OCC remote control application was unable to communicate with remote plants and facilities in the US. The Internet service provider for the datacenter had a hardware failure at a central office in Herndon, VA, which caused the outage. The resolution of the incident consisted of the Network team applying a work around that forced the traffic for impacted locations from the primary data center connection to the secondary connection. The provider resolved their outage around 17:45 GMT -6 by switching to different cards. On December 9th, 2021 at 3:43 GMT -6 the incident is resolved, leading to a service disruption of 1 Hours 54 Minutes The internet service provider will provide an official RFO. Major steps leading to incident resolution1 December 9th, 2021 03:43 - L3 applied a work around: move the US407 OCC global traffic from US000 DMVPN hub to US700 DMVPN Hub (this action has only been performed on US407 DMVPN router). This resolved the Bomgar access issue and the P1. 08:00 - 11 Additional remote sites reported issues reaching resources in the data center. The workaround was applied at these location as they were identified and service was restored. 13:23 - Lumen resolved their outage by replacing two cards. 19:00 - The workaround was removed for all impacted sites and normal service was restored. Initial root cause An internet service provider backbone routing issue was caused by multiple failed cards at a central office location in Herndon, VA. Actions plan Obtain the RFO from Lumen Identify alternatives for the impacted circuit. Identify if this could have been proactively prevented. Address issue engaging GIO N&T team during the incident. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042989.
MIR INC0638724 - Power BI Services is blocked by Zscaler (October 7th, 2020)
English
karipha.doumbia@eu.corp.airliquide.com
2
Zineb MELAIKIA-SC
Uncategorized
Published
2023-02-08 15:15:02
24
Major Incident Reports
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GIO - SEC - Secure Remote Access for Mobile
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2020-10-07 13:21:44
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GIO-SEC-PSS-BUILD-L4
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Power BI Services is blocked by Zscaler INC0638724 - October 7th, 2020 Timezone : GMT+2 Total outage duration : 15 Minutes Executive Summary Classification : Major business apps outage On October 7th, 2020 at 11:30 GMT+2 Many users reported an incident, mainly in Europe and affecting at least 13 000 users The symptoms of the incident were Power BI services unreachability affecting the financial closing work. The a priori root cause was a configuration bug for a corporate Internet browsing project. The resolution of the incident consisted in making a rollback of the configuration. On October 7th, 2020 at 11:45 GMT+2, the incident is resolved, leading to a service disruption of 15 Minutes The a priori root cause was a configuration bug during a modification on the corporate Internet browsing. Major steps leading to incident resolution October 7th, 2020 11:30 : Configuration made. 11:40 : First complaints from many users and escalation to GIO top management. 11:45 : Rollback is decided and made. After that, received confirmation Power BI services are reachable Initial root cause 11:30 : Configuration bug affecting Web browsing. Actions plan Case opened to the manufacturer to have better visibility on policies priority rules Check with manufacturer possibility to align preproduction and production environment to be able to do more tests in preproduction. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042154.
Alias Awarenet Overview Awarenet request/issue Issue / Process List Awarenet request/issue Work Instructions If a user contact the Service Desk about Awarenet request or issue, please follow the next process: Request Create an ADHOC ticket with the template AME - Other Requests - (ADHOC) In Situation field select How-To/Question [Ad Hoc Request] Change Business Service to Technical Assistance Gather all the information from the user and route the ticket to BAM-APP-L2-Awarenet Issue Create an INC ticket with the template AME - Other Requests - (ADHOC) In Situation field select Bug/Defect [Incident] Change Business Service to Technical Assistance Gather all the information from the user and route the ticket to BAM-APP-L2-Awarenet If you need further information about the process: Contact your SD2 or TL Escalation Process/On-Call Listing BAM-APP-L2-Awarenet
MIR INC0640993 - The users in AU020 Henderson do not have Internet access. (October 13th, 2020)
English
kaycie.diala@as.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2022-09-02 11:33:43
17
Major Incident Reports
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#########
NaN
GIO-NET-Site Connectivity
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NaN
NaN
0
2020-10-13 7:02:14
#########
NaN
GIO-NET-APAC-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The users in AU020 Henderson do not have Internet access. INC0640993 - October 13th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 12 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
MAJOR INCIDENT REPORT Date :02/24/2020 Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Network Connectivity - Performance Issue INC0555101 - February 24th, 2020 Timezone : CST Total outage duration : 1 Hour 48 Minutes Executive Summary Classification : "Major connectivity outage" On February 24th, 2020 at 17:03 CST A user reported an incident, affecting internet access for users from 35 Vitalaire-IRS division sites in Canada. The symptoms of the incident were that users were unable to reach any sites or services on the Internet. Investigation showed that the incident was related to the change CHG0097035 to implement a secondary DMVPN tunnel between Castlegar and Mississauga. While the tunnel was successfully built during the change window, testing showed problems with routing and firewall rules when traffic was failed over to the secondary tunnel and flowing through the secondary DMVPN hub router in Mississauga. At the end of the change window, traffic was failed back to the primary DMVPN tunnel but the configuration for the secondary tunnel was left in place. During incident investigation, it was discovered that a route for the DNS servers was still pointing to the secondary tunnel and DNS requests were being blocked when leaving the secondary DMVPN hub router in Mississauga. The resolution of the incident: The L3 engineer forced DNS routing back to the primary DMVPN tunnel by setting a priority value for the primary tunnel to always be preferred. On February 24th, 2020 at 18:40 CST, the incident is resolved, leading to a service disruption of 1 Hour 48 Minutes. Root cause A misconfigured route that directed DNS requests over the secondary DMVPN tunnel for Castlegar when the path through the secondary DMVPN tunnel and related equipment did not allow for the DNS flow. Major steps leading to incident resolution1 February 24th, 2020 11:00 CST : Incident Created. 11:29 CST : Assigned to Network 1:30 Determined issue to be DNS not resolving. 1:35 Verified DNS traffic from IRS sites was being routed to DMVPN router that had the new Bell Circuit 1:44 Changed Routing priorities to force traffic across the original circuit. And verified functionality. After the outage determined that the address for the DNS server was missing from an object group. Action Items Include site in failover testing for this year to ensure proper redundancy. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041838.
MIR INC0818723 - Major outage AME - 22238036 (October 3rd, 2021)
English
keith.russell@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2022-10-05 16:31:25
26
Major Incident Reports
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NaN
NaN
NaN
NaN
NaN
0
2021-10-04 5:44:16
#########
NaN
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major outage AME - 22238036 INC0818723 - October 3rd, 2021 Timezone : GMT-6 Total outage duration : 3 Hours 19 Minutes Executive Summary Classification : Major connectivity outage On October 3rd, 2021 at 18:40 GMT-6 Monitoring reported an incident impacting an internet circuit at the Data Center. The symptoms of the incident were that internet was impacted for all devices inside of the Data Center and for remote sites which source their internet through the Data Center. A manual redirect is currently required to allow these devices to have inbound and outbound access to the internet when the circuit fails. After the redirect was applied, the OT system for remotely managing devices and the Airgas e-commerce website remained impacted. The implemented workaround consisted in redirecting the internet traffic through the backup Datacenter. Root Cause: An internet circuit at the Data Center failed and the automatic failover was not in place. The manual failover process did not include all the services.Fix Action: The resolution of the incident consisted in rebooting the provider card, thus restoring services to a stable state. After the card was rebooted, the manual redirect for internet services through the backup Data Center was removed restoring the traffic flow to the normal path. On October 3rd, 2021 at 21:59 GMT-6 the incident is resolved, leading to a service disruption of 3 Hours 19 Minutes Major steps leading to incident resolution1 October 3rd, 2021 Opened ticket with Lumen ticket 22238036.Summary of case: Keith Russell called in and requested that the incident was escalated and that the public IPs 204.62.206.240 and 204.62.206.113 were failed over to the backup Datacenter (Chicago). Lumen updated the ticket and escalated with the EU Tier 2 Team.Next action:The EU Tier 2 will investigate the issue and update the customer once the work is completed. Actions plan Identify the steps necessary to add Bomgar and Web Methods to the manual workaround. Owner: SFR L3 Implement the automatic failover of the internet traffic to Chicago when the Ashburn Lumen circuit is down. Owner: SFR L3 External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042842.
MIR INC0710960 - Major incident (March 16th, 2021)
English
keith.russell@am.corp.airliquide.com
3
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:18:05
22
Major Incident Reports
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NaN
NaN
1
2021-03-16 20:37:32
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major incident INC0710960 - March 16th, 2021 Timezone : CST GMT-6 Total outage duration : 40 Minutes Executive Summary Classification : Major connectivity outage On March 16th, 2021 at 12:51 CST GMT-6 Monitoring reported an incident, affecting communication between the United States and all other geographical zones and impacting all users connecting to resources in the Americas that were dependent on services outside of the Americas. The symptoms of the incident were that users in the Americas could not access any resources in any other geographical zones and applications that relied on authentication services or other features based outside of the Americas were unavailable. Impacted services included resources located outside of Americas zone need by users in Americas The root cause was failure to follow change process while making changes at a DC. A change should have been initiated to make routing changes at US209 and vetted through the change process. While troubleshooting another incident (INC0710273), a routing change was made to US209-RW01 which caused outage. The resolution of the incident consisted in reapplying the route that was removed to US209-RW01. On March 16th, 2021 at 13:31 CST GMT-6 the incident is resolved, leading to a service disruption of 40 Minutes Major steps leading to incident resolution1 March 16th, 2021 13:10 : Issue reported by monitoring that many resources in the US DCs were not reachable. 13:20 : User reports of critical services being unavailable. The L3 team was engaged. 13:31 : The route that was removed was restored and all services were confirmed to be functional again. Initial root cause 13:31: The root cause was failure to follow change process while making changes at a DC. A change should have been initiated to make routing changes at US209 and vetted through the change process. While troubleshooting another incident (INC0710273), a routing change was made to US209-RW01 which caused outage Actions plan Reinforce change process to the team as this change was done outside of process and resulted in a failed change - Network Operations team The supernet for the Americas needs to be advertised by both Chicago and Ashburn DCs to provide redundancy and remove the single point of failure. Owner -Solutions Team. Old configurations between Cyrus One and AL Center need to be cleaned. This is already in progress under PRB0042400. Owner - Solutions Team. Review of GIO NET global change management process to ensure compliance - Network management External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042453.
16th, 2021, airliquide, americas, bis, bis americas, com, corp, english, giddey-sc, inc0710960, incident, keith, major, march, mir, russell@am, tim
NaN
KB0020657
MIR INC0727111 - Major outage at APAC (April 17th, 2021)
English
keith.russell@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:18:05
12
Major Incident Reports
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NaN
NaN
NaN
NaN
NaN
0
2021-04-17 9:24:49
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major outage at APAC INC0727111 - April 17th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 38 Minutes Executive Summary Classification :
17th, 2021, airliquide, apac, april, bis, bis apac, com, corp, english, giddey-sc, inc0727111, keith, major, mir, outage, russell@am, tim
NaN
KB0016107
MIR INC0552852 - AME - ( Oracle slowness in all Canada reported by Chris POLIDERAKIS) (February 19t
English
keith.russell@am.corp.airliquide.com
5
Tim GIDDEY-SC
Uncategorized
Published
2021-11-09 10:12:17
18
Major Incident Reports
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NaN
GIO-NET-Site Connectivity
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NaN
NaN
0
2020-02-19 22:50:14
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NaN
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Date : 02/20/2020 Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AME - Oracle slowness impacting Canadian sites INC0552852 - February 19th, 2020 Timezone : GMT Total outage duration : 4 Hours 48 Minutes Executive Summary Classification : "Major connectivity outage" On February 19th, 2020 at 17:05 GMT A user in Canada reported an incident, affecting all Canadian sites The symptoms of the incident were slowness impacting Oracle application traffic in Canada. The root cause was that the Sprint MPLS circuit in Montreal, Canada was overloaded with intranet traffic, which was in the same QoS queue as the Oracle traffic. The resolution of the incident consisted in adjusting the QoS configuration on the Sprint MPLS router in the Ashburn, VA Data Center to ensure the Intranet traffic was no longer sharing the same QoS queue with the Oracle traffic. On February 19th, 2020 at 17:50 GMT, the incident is resolved, leading to a service degradation of 45 Minutes Root cause The Sprint MPLS link in Montreal was overloaded with intranet traffic - This was caused by an excess of BBCA traffic that is not accounted for in normal operations Major steps leading to incident resolution1 February 19th, 2020 11:06 CST: Notified of traffic overload. 12:00 CST : Problem determined to be caused by BBCA. 12:30 CST: BBCA traffic halted and Blocked in access list. 12:45 CST: Verified Oracle service back to acceptable speeds. Action Items A server has been requested to handle patching services in Canada. This will eliminate the back haul from Montreal to Ashburn. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041830. Version: V1.0 Date: Author(s): Keith RUSSELL-SC Service Manager validation2 Date: 10/18/2021 Approver(s): Pierre Bansillon Service Director validation3 Date: 10/18/2021 Approver(s): Pierre Bansillon Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Plaquemine, Louisiana US071 Network Error INC0709441 - March 13th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 32 Minutes Executive Summary Classification : "Major connectivity outage" On March 13th, 2021 at 18:57 GMT LI OCC reported an incident, affecting Monitoring of LI sites in North America (Affecting the US) and impacting . The individual sites were not affected but critical monitoring was interrupted. The symptoms of the incident were loss of monitoring of LI sites by the OCC desks. The root cause was that during a planned change there was a second invalid network path left in service. The resolution of the incident consisted in shutting down the original network hub that we were moving devices off of. On March 13th, 2021 at 19:54 GMT the incident is resolved, leading to a service disruption of 1 Hour 32 Minutes Leaving the redundant hub site in US203 in service after moving the spoke site from US203 created a routing hole. Major steps leading to incident resolution1 March 13th, 2021 19:50 : After tracing the route and seeing it was going to the old/original hub that hub was shut down restoring service. Initial root cause 18:57 : Change moving US203 Spoke to work with new hub in US700. With all other sites this broke the connection to the old hub. With US203 there was a back path available that allowed traffic to be mistakenly sent to the old hub. With the old hub shut this is no longer an issue. Actions plan Changes at DC's need to be reviewed thoroughly for any potential issues called by routing changes OCC needs to be contacted before and after the change to ensure business is not experiencing any issues AL Sites, Keith Russell the change is complete with the hub shut down so this is complete. Air Gas Sites will be moved March 20th. There is no Air Gas site in US 203 but as a precaution this hub will be shut down when the move begins. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042448.
13th, 2021, abnormal, airliquide, americas, available, avoided, before, bis, bis americas\n the change set up an abnormal condition with both old and new hubs available at the same time. this will be avoided on the next change by shutting down the hub to be decomissioned before turning up the new hub., both, change, com, condition, corp, decomissioned, down, english, giddey-sc, hub, hubs, inc0709441, keith, louisiana, march, mir, network, new, next, old, plaquemine, russell@am, same, set, shutting, tim, time, turning, up, us071, wifi, will
NaN
KB0020105
MIR INC0704464 - Airgas BW off-shore support team was not able launch applications on Citrix
English
kenneth.parsons@am.corp.airliquide.com
1
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:20:30
28
Major Incident Reports
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NaN
NaN
NaN
NaN
NaN
0
2021-03-03 12:11:46
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NaN
GIO-CS-AMER-CITRIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas BW off-shore support team was not able launch applications on Citrix. INC0704464 - March 3rd, 2021 Timezone : GMT Total outage duration : 3 Hours 13 Minutes Executive Summary Classification : Major connectivity outage On March 3rd, 2021 at 7:37am GMT (2:37am EST), the Airgas helpdesk reported an incident, affecting Airgas Offshore BW team. The symptoms of the incident were the Airgas BW off-shore support team was not able launch applications on Citrix. The a priori root cause was that Network utilization between TCS Ashburn and AWS N. Virginia was saturated by multiple concurrent workloads during the same period. The resolution of the incident consisted in identifying network top talkers Airgas Bigfix and SharePoint. Then stopping Bigfix to reduce network utilization below enough to restore service. On March 3rd, 2021 at 10:50am GMT (5:50am EST), the incident was resolved, leading to a service disruption of 3 Hours 13 Minutes Major steps leading to incident resolution1 March 3rd, 2021 Airgas P1 (ARGP400001392) opened Wed, Mar 3, 2:37 AM EST AL Network L3 team found full saturation of the Direct Connect link Identified top senders Airgas Bigfix and SharePoint AL CS suggested to check by stopping BigFix servers TCS AWS Team stopped BigFix servers one by one and network congestion came down. AL Citrix team confirmed Citrix applications could be accessed. AL CS brought back up BigFix servers to test. Network saturation increased when servers were brought back up and reduced once relay services were stopped. Incident (INC0704464) marked as resolved by Citrix Team at Wed, Mar 3, 5:50 AM EST Initial root cause identifying network top talkers Airgas Bigfix and SharePoint. Then stopping Bigfix to reduce network utilization below enough to restore service. Actions plan Follow-up with Airgas SharePoint team to throttle data copy during after business hours. Follow-up with GIO CS Bigfix team to increase throttle data copy during after business hours. Develop communication plan how to notify others of potential large data transfers External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042437.
MIR INC0723632 - CITRIX - access issue - all SD affected (April 12th, 2021)
English
khievhen.tea@eu.corp.airliquide.com
6
Imane EZZRARY
Uncategorized
Published
2023-02-08 15:18:05
17
Major Incident Reports
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#########
NaN
GIO-CS-EUR-PaaS Virtualization
NaN
NaN
NaN
1
2021-04-16 19:06:17
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NaN
GIO-SEC-PSS-BUILD-L4
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report CITRIX - access issue - all SD affected INC0723632 - April 12th, 2021 Timezone : GMT+2 Total outage duration : 4 Days 11 Hours 7 Minutes Executive Summary Classification : Major business apps outage On April 12th at 08:00 AM GMT+2 , the Secure Remote Access service for Business Partners (aka “SRA for BP”), used by Air Liquide external partners to securely access our internal applications and environments, was reported unavailable in several geographies. As a result, around 1,130 Business Partners were unable to fulfill their duties for Air Liquide on a wide range of business processes (from IT administration to invoice archives processing, through Service Desk). The incident was caused by a firmware issue fully attributable to Air Liquide’s VPN gateway provider (Pulse Secure) that cut off the connectivity with the infrastructure supporting the Business Partners virtual application and desktops (Citrix). This issue impacted all Pulse Secure clients globally and was not specific to Air Liquide. Pulse Secure officially communicated about this issue on April 12th morning and released a patch compatible with Air Liquide’s deployment in the morning of April 14th. On April 13th afternoon, once the technicalities of the issue and the projected time to resolve were fully apprehended based on the vendor-provided information, two initiatives were put in motion to restore the service as soon as possible: Business Partners using the GIO-managed Citrix EMEA service were migrated ahead of time to the newly upgraded platform. On April 14th afternoon, among the 800 Business Partners contacted, 50% onboarded the new platform. The remaining 50% are connecting to the new platform progressively.A plan to progressively onboard the BIS relying on their own Citrix platform on the firstly patched VPN gateway instances was defined and initiated. On April 14th morning, the first users were able to progressively connect through the updated VPN gateway instances.The GIO teams involved provided hypercare that allowed clients to easily submit issues that were promptly handled by the corresponding GIO Security and Citrix experts. On April 16th, 2021 at 06:06 GMT+2, the incident is resolved, leading to a service disruption of 4 Days 11 Hours 7 Minutes (INC0723632) Major steps leading to incident resolution1 April 12th, 2021 08:00 : Incident INC0723632 is created and assigned to EUS SD EUROPE L1 08:30 : Issue impacted all Service Desk and incident is assigned to CITRIX-L2 09:12 : Incident is assigned to PSS-L2 09:30 PSS-L3 is escalated for the troubleshoot 09:55 Ongoing Call between service desk and PSS 12:10 Confirmation reveived about all citrix platform are impacted 12:15 Pulse ticket 2021-0412-5849 is created 13:00 Pulse case is escalated. 15:00 Troubleshoot with Pulse 16:45 Pulse confirmed there is a global issue with the product and awaiting for a fix : KB44781 - Multiple functionalities/features fail for End-Users with a Certificate error. April 13th, 2021 XX:XX Fix is provided by the vendor but need to be tested April 14th, 2021 09:15 Providing a workaround is under discussing between CS and PSS teams. MyCitrix clientless platform will be used for the BP access and a form will be provided for flows which need to be opened. Communication will be done in 3 waves 10:00 Try to find a workaround for APAC, SAM, E&C and SEPPIC partners. 11:11 wave 1 for MyCtrix clientless 14:00 wave 2 for MyCtrix clientless 16:00 wave 3 for MyCtrix clientless The fix has been tested on the Preprod and dedicated platform has been built with this fix for APAC April 15th, 2021 Dedicated platform has been built with this fix for E&C, SEPPIC and Brazil April 16th, 2021 18:00 Workaround in place, issue solved Initial root cause April 12th, 2021 16:45 :Pulse (VPN gateway vendor) confirmed there is a global issue with the Product. Actions plan Case already opened to the vendor, fix has been provided but need to be tested (fix installation can impact remote user accesses), PSS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042506.
12th, 2021, access, affected, airliquide, all, april, citrix, com, corp, english, ezzrary, imane, inc0723632, khievhen, mir, prb0042506, sd, tea@eu
NaN
KB0033354
MIR INC0991573 - DP not accessible, Security Filtering message (August 4th 2022)
English
khievhen.tea@eu.corp.airliquide.com
0
Gregoire PENET
Uncategorized
Published
2022-10-11 10:24:12
8
Major Incident Reports
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NaN
NaN
NaN
NaN
0
2022-10-10 11:19:15
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GIO-SEC-PSS-RUN-L2_L3
Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report DP not accessible, Security Filtering message INC0991573 - August 4th 2022 Timezone : GMT+2 Total outage duration : 27 Minutes Executive Summary Classification : Major business apps outage On August 4th, at 11:13 AM, Multiple users detected an authentication issue for accessing their extranet application. This incident impacted new authentication. Users already authenticated were not impacted. The a priori root cause is an automatic security update on the Web application Firewall. The service has been restored after making a rollback of the automatic security update. On August 4th at 11:40 AM, the incident was resolved, leading to service disruption of 27 minutes. What happened? The Web application Firewall facing the Internet used attack signatures to protect Air Liquide Web applications from malicious HTTP requests. Attack signatures are automatically installed. The incident was a new attack signature applied on the WAF for mitigating Apache Tapestry ReDoS causing false positives and traffic blocking request for auth.apps.airliquide.com which is used for authentication thus blocking any new authentication request matching the signatures. What is the WAF (Web Application Firewall)? The Web Application Firewall (WAF) is the security device in front of the Internet and used as the entry point for accessing Air Liquide Extranet applications or other web services exposed to the Internet. The WAF is mainly used for preventing any web exploitation or attack based on attack signature. What has been impacted? New authentication for accessing Air Liquide extranet applications. Root cause analysis DESCRIBE THE PROBLEM: Multiple European remote users were not able to make new authentication to Air Liquide extranet applications even though the extranets were not blocked as not matching the new signatures. WHY IS THIS A PROBLEM ? Primary Cause : New attack signatures update automatically on the Web Application Firewall. Rollback to the previous attack signature for solving the issue 1. Why new attack signature was applied automatically ?: For preventing or mitigating new web vulnerabilities exploitation such as Apache Tapestry ReDoS 2. Why mitigate web vulnerabilities ? : For preventing any vulnerability exploitation of Air Liquide web applications Action plan (to prevent recurrence, to prevent delay in resolution...) n° Action Priority Type Owner Deadline 1 Rollback of the attack signature Corrective GIO Security Done 2 Case opened to the vendor support (F5) C3870272 Bug identified at the vendor side Bug ID 1133685 More details on vendor web site : https://support.f5.com/csp/article/K90168970 Corrective GIO Security Done
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report eCommerce Airgas.com & SupplySync Slowness INC0820167 - October 5th, 2021 Timezone : GMT Total outage duration : 7 Hours 36 Minutes Executive Summary Classification : Major business apps outage On Tuesday, October 5, 10:47 AM EST, 2021, significant system “slowness” was detected that impacted users accessing Airgas ecommerce systems. The primary root cause was a combination of two factors: (1) firewall misconfiguration (vendor bug) (2) significant network traffic increase caused by the annual disaster recovery exercise. The impact was mitigated through fixing the firewall configuration issue. On Thursday, October 7, 10:35 AM EDT, 2021, the incident is resolved, leading to a service disruption of 7 hours 36 Minutes. Major steps leading to incident resolution1 October 5th, 2021 10:47 AM - 3:06 PM EDT (4H 19MIN) 9:17 PM - 11:18 PM EDT (2H 1MIN) - reoccurred October 7th, 2021 9:19 AM - 10:35 AM EDT (1H 16MIN) - reoccurred Traffic reduced on the network by stopping backup / replication traffic. Initial root cause The primary root cause was the sensitive firewall context was not able to utilize all available existing capacity (of 6 GB) then became overloaded (at 1 GB from the application traffic including NAM disaster recovery backup and restore activity) limiting the available bandwidth need by applications. Actions plan Review network switch and port monitoring for utilization, capacity, and bandwidth at Ashburn (Virginia) and Franklin Park (Chicago, IL) datacenters. - GIO N&T Review network switch and port configuration at Ashburn (Virginia) and Franklin Park (Chicago, IL) datacenters. - GIO N&T Review switch and port troubleshooting steps to identify potential issues. - GIO N&T Review backup client configuration at Ashburn (Virginia) and Franklin Park (Chicago, IL) datacenters. - GIO CS Review backup client troubleshooting steps to identify potential issues. - GIO CS Review checkpoint firewall configuration at Ashburn (Virginia) and Franklin Park (Chicago, IL) datacenters. - GIO SEC Review checkpoint firewall troubleshooting steps to identify potential issues. - GIO SEC Present Airgas DR plan recommendations /changes from CommVault virtual tape backups to Snapshots of replicated SAN storage volumes. - GIO CS Gather requirements for proposed changes to backup network connectivity between Ashburn and Franklin Park. - GIO CS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042847.
**Issue identified and Symptoms Reported by Monitoring Tools: High Archive Log Apply Lag Detected in Oracle RAC Symptoms: Archive logs are not being applied in sync across all nodes in the RAC database. **Configuration Item AWS RDS PostgreSQL Instances **Key Word or an Issue category Archive Apply Lag / Archive Gap / RAC Data Guard Sync **Pre-requisites DBA access to the RAC database SQL*Plus or any database client with access to run system views RAC environment with Data Guard configured (if applicable) **Resolution steps 1.Check Archive Log Apply Gap Run the following SQL query to calculate the current archive gap between the logs received and applied: SELECT ARCH.THREAD# "Thread", ARCH.SEQUENCE# "Last Sequence Received", APPL.SEQUENCE# "Last Sequence Applied", ARCH.SEQUENCE# - APPL.SEQUENCE# "Difference"FROM (SELECT THREAD#, SEQUENCE# FROM V$ARCHIVED_LOG WHERE (THREAD#, FIRST_TIME) IN (SELECT THREAD#, MAX(FIRST_TIME) FROM V$ARCHIVED_LOG GROUP BY THREAD#)) ARCH, (SELECT THREAD#, SEQUENCE# FROM V$LOG_HISTORY WHERE (THREAD#, FIRST_TIME) IN (SELECT THREAD#, MAX(FIRST_TIME) FROM V$LOG_HISTORY GROUP BY THREAD#)) APPLWHERE ARCH.THREAD# = APPL.THREAD#ORDER BY 1; 2. Interpret the Output If the "Difference" column shows 0, then the logs are in sync and there is no archive gap. If there is a non-zero difference, further investigation is required to check for delays in log shipping or apply. 3. Check for Any Active Issues Validate if there are any known Data Guard lag issues, transport errors, or apply process delays. Check alert logs and Data Guard broker status if applicable. **Contributing factors and priori cause Temporary network delays Apply lag due to system resource pressure Log apply process interruptions or standby not receiving logs **Post resolution steps Monitor for a few cycles to confirm apply remains in sync Close the incident if the gap is consistently zero **Referential document(s) na **Referential team(s) na **Referential ticket(s) na **BIS or Owner Details Database l2 Team **Vendor Details na **Learnings
GIO-CS-EUR | PROD / PPRD | SPLUNK/Oracle DB: Process Count
English
kishankumar.sharma@eu.corp.airliquide.co
21
Somnath MUKHERJEE-SC
Uncategorized
Published
2025-07-29 1:38:26
6
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
1
2024-07-26 13:26:52
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NaN
BAM-APP-L2-ORACLE-R12-SOA
**Issue identified and Symptoms SPLUNK/Oracle DB: Process Count breached **Configuration Item ALL Prod and PPRD Environment **Key Word or an Issue category High process count, Process count breach threshold **Pre-requisite Perform the basic DB health check **Resolution steps 1. Check Current Process Count Log in to the server and connect with SQL*Plus. Run the following query to check the current process count: select resource_name, current_utilization, max_utilization, LIMIT_VALUE from v$resource_limit where resource_name in ('processes', 'sessions'); Example Output: RESOURCE_NAME CURRENT_UTILIZATION MAX_UTILIZATION LIMIT_VALUE-------------- ------------------- --------------- -----------processes 62 76 300sessions 72 91 472 2. Monitor process Usage Monitor the process usage for some time. If the usage drops below the threshold value, resolve and close the incident. 3. Check Active and Inactive Processes If the number of processes remains high, check the active and inactive processes. Run the following commands to check the active and inactive sessions set linesize 1000;set pages 1000;col USERNAME for a30;select (select name from v$database) database, username, status, count(*) from v$session where username is not null group by username, status order by username; select count(*) from v$session; 4. Kill Inactive Sessions If inactive sessions are high, connect with the Business Information Systems (BIS) team. If approval is obtained to kill the inactive sessions, proceed as follows: Generate the ALTER SYSTEM KILL SESSION commands SELECT 'ALTER SYSTEM KILL SESSION ''' || sid || ',' || serial# || ''' IMMEDIATE;' FROM v$session where status = 'INACTIVE'; The above command will provide the ALTER commands. Execute these commands one by one to kill the inactive sessions. **Contributing factors and priori cause High Application Load: Surge in application usage leading to more processes and sessions. Long-running Sessions: Sessions running for a long time without termination. Inactive Sessions: Inactive sessions not closed properly accumulating over time. **Post resolution steps Keep the incident in pending “infrastructure Dependency” and monitor it. If every alternate days, same resource utilization tickets are coming then kindly check with L3 and take proper actions further through problem ticket **Referential document(s) NA **Referential team(s) GIO-CS-SD-DATABASE ORACLE-L2 **Referential ticket(s) INC1464366, INC1465246 **BIS or Owner Details NA **Vendor Details Rimini **Learnings Do not solve the tickets as it comes, kindly monitor the performance for a while and then take decisions.
airliquide, breach, co, corp, count, db, english, gio-cs-eur, high, high process count, kishankumar, mukherjee-sc, oracle, pprd, process, process count breach threshold, prod, sharma@eu, somnath, splunk, threshold
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KB0013656
ISADOM - cannot find the SQL server locally installed on the PC
English
kristof.balazs@eu.corp.airliquide.com
28
Nicolas REGEASSE
Uncategorized
Published
2025-09-09 8:07:03
5
GIO Service Desk
NaN
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NaN
BHC - Isadom
NaN
NaN
NaN
42
2025-09-09 8:04:47
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NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: When user try to recover a local database he has a message that says : The local Is@naut data server is not installed or can not be reached. STEPS: 1) Verify that computer hard drives have not been compressed. 2) Check that the windows service in services.msc called SQL Server (ISANAUT) is started: -> If not, just start it by clicking on it and then Started After having started it, the user must then try again to recover a mobile database from ISADOM. If this does not work better, restart the PC - The SQL service is set to start automatically at boot. If the steps do not solve the issue, please follow KB0049144. LOGGING CATEGORISATION: Ticket template to be used: 0_EU[ISADOM]-Assistance Business service: BHC - Isadom Category: Application Subcategory: Support / Assistance Resolution Notes: User was able to find the SQL server locally installed on the PC TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is calling that he/she needs access to Magnitude. STEPS: 1. Go to CARM 2. Click My Access 3. Click "Request new access" or the plus sign in the right hand bottom corner 4. Select Magnitude from the list 5. Tick the desired type of Magnitude account 6. Write justification and submit the request LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
Network - extend expiration of AirLiquide-Guest account
English
kristof.balazs@eu.corp.airliquide.com
92
Evens NICOLAS
Network / Connectivity
Published
2025-09-29 14:48:13
6
GIO Service Desk
NaN
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4.00
GIO-NET-Wifi
NaN
NaN
NaN
8
2025-06-18 13:42:57
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NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to extend the expiration date of his/her AirLiquide-Guest account. STEPS: 1. Connect on the Wi-Fi Portal with your Air Liquide Windows account in the following URLs depending on your Zone : ? Europe/AMEI :https://wifi-sponsor-eu.apps.airliquide.com ? Americas :https://wifi-sponsor-am.apps.airliquide.com (to be activated soon) ? APAC :https://wifi-sponsor-as.apps.airliquide.com (to be activated soon) login: name.surname / Password: CARM Password 2. On the Wi-Fi portal, the user can manage his own created accounts 3. The user can extend or reduce the account duration (1 to 180 days) LOGGING CATEGORISATION: Business service: GIO-NET-Wifi Category: Application Subcategory: Account and Password Resolution Notes: Assisted user with extending the expiration of their AirLiquide-Guest account on the AirLiquide Guest Portal. TICKET TYPE: Incident IncidentARTICLE TYPE: FCR TEAM: L1
Isabel - issues with banking software installation
English
kristof.balazs@eu.corp.airliquide.com
30
Maik GERHARDS
Uncategorized
Published
2025-09-09 7:46:53
5
GIO Service Desk
NaN
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NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
2
2025-09-09 7:44:48
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NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Isabel - banking software cannot be installed because of an issue. BEFORE YOU START: Follow the steps on KB0039563. STEPS: If the steps on KB0039563 did not work, create an incident and assign it to GIO-EUS-SD-EUROPE-L1.5 > Onsite. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Application Subcategory: Installation / Deployment Assignment group: L1.5 > Onsite TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 > OSS
Gideons - Invalid Price on healthcare Order and Invoice
English
kristof.balazs@eu.corp.airliquide.com
75
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:03
6
GIO Service Desk
NaN
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NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
101
2025-05-23 9:20:37
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NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Users reporting Invalid Price on healthcare Order and Invoice POSSIBLE CAUSE: National Price, Customer Special Price or Price List Price or Rental Price are not setup correctly. STEPS: 1. Check if the customer Special Price or Price List Price or Rental Price available from the following menu: 3. Check if the National Price has the correct setup from the Price Menu. A. Run the following query to check on Invoice: -- Invoice Issue DECLARE @INVOICE_NO CHAR(6)='S03228' SELECT * FROM ( SELECT IH.INVOICE_NO,PC.CUST_NO,PC.CUST_NAME,P.PROD_NO,P.PROD_DESCR, RIL.PRICE_ITEM INVOICE_UNIT_PRICE,COALESCE(CRP.RENT_PRICE,PLP.PRICE_MAX_1,NPL.PRICE) CUST_SYSTEM_PRICE FROM DBO.INVOICE_HEAD IH INNER JOIN DBO.PARENT_CUSTOMER PC ON PC.CUST_NO=IH.CUST_NO INNER JOIN DBO.RENT_INVOICE_LINE RIL ON IH.INVOICE_NO=RIL.INVOICE_NO INNER JOIN DBO.PRODUCT P ON P.PROD_NO=RIL.PROD_NO INNER JOIN DBO.RENT_CATEGORY RC ON RC.PROD_NO=P.PROD_NO INNER JOIN DBO.NATIONAL_PRICE_LIST NPL ON NPL.PROD_NO=RIL.PROD_NO AND P.DEL_UOM_ID=NPL.DEL_UOM_ID AND P.INVOICE_UOM_ID=NPL.INVOICE_UOM_ID AND PC.CURRENCY_CODE=NPL.CURRENCY_CODE LEFT OUTER JOIN PRICE_LIST_PRICE PLP ON NPL.PROD_NO=PLP.PROD_NO AND PC.PRICE_LIST_ID=PLP.PRICE_LIST_ID AND PLP.CURRENCY_CODE=NPL.CURRENCY_CODE LEFT OUTER JOIN CUST_RENT_PRICE CRP ON CRP.CUST_NO=PC.CUST_NO AND RC.RENT_CAT_ID=CRP.RENT_CAT_ID UNION SELECT IH.INVOICE_NO,PC.CUST_NO,PC.CUST_NAME,P.PROD_NO,P.PROD_DESCR, IL.PRICE_ITEM INVOICE_UNIT_PRICE,CASE WHEN P.PRICE_ACT='M' THEN IL.PRICE_ITEM ELSE COALESCE(CGP.PRICE_MAX_1,PLP.PRICE_MAX_1,NPL.PRICE) END CUST_SYSTEM_PRICE FROM DBO.INVOICE_HEAD IH INNER JOIN DBO.PARENT_CUSTOMER PC ON PC.CUST_NO=IH.CUST_NO INNER JOIN DBO.INVOICE_LINE IL ON IH.INVOICE_NO=IL.INVOICE_NO INNER JOIN DBO.PRODUCT P ON P.PROD_NO=IL.PROD_NO INNER JOIN DBO.NATIONAL_PRICE_LIST NPL ON NPL.PROD_NO=IL.PROD_NO AND P.DEL_UOM_ID=NPL.DEL_UOM_ID AND P.INVOICE_UOM_ID=NPL.INVOICE_UOM_ID AND PC.CURRENCY_CODE=NPL.CURRENCY_CODE LEFT OUTER JOIN PRICE_LIST_PRICE PLP ON NPL.PROD_NO=PLP.PROD_NO AND PC.PRICE_LIST_ID=PLP.PRICE_LIST_ID AND PLP.CURRENCY_CODE=NPL.CURRENCY_CODE LEFT OUTER JOIN CUST_GAS_PRICE CGP ON CGP.CUST_NO=PC.CUST_NO AND CGP.PROD_NO=P.PROD_NO )A WHERE A.INVOICE_NO=@INVOICE_NO B. Run the following query to check on Order: -- ORDER ISSUE DECLARE @DOC_NO CHAR(6)='' SELECT DH.DOC_NO,PC.CUST_NO,PC.CUST_NAME,P.PROD_NO,P.PROD_DESCR, DL.UNITPRICE ORDER_UNIT_PRICE,CASE WHEN P.PRICE_ACT='M' THEN IL.PRICE_ITEM ELSE COALESCE(CGP.PRICE_MAX_1,PLP.PRICE_MAX_1,NPL.PRICE) END CUST_SYSTEM_PRICE FROM DBO.DO_HEADER DH INNER JOIN DBO.PARENT_CUSTOMER PC ON PC.CUST_NO=LEFT(DH.CUST_NO,6) INNER JOIN DBO.DO_LINE DL ON DH.DOC_NO=DL.DOC_NO INNER JOIN DBO.PRODUCT P ON P.PROD_NO=DL.PROD_NO INNER JOIN DBO.NATIONAL_PRICE_LIST NPL ON NPL.PROD_NO=DL.PROD_NO AND P.DEL_UOM_ID=NPL.DEL_UOM_ID AND P.INVOICE_UOM_ID=NPL.INVOICE_UOM_ID AND PC.CURRENCY_CODE=NPL.CURRENCY_CODE LEFT OUTER JOIN PRICE_LIST_PRICE PLP ON NPL.PROD_NO=PLP.PROD_NO AND PC.PRICE_LIST_ID=PLP.PRICE_LIST_ID AND PLP.CURRENCY_CODE=NPL.CURRENCY_CODE LEFT OUTER JOIN CUST_GAS_PRICE CGP ON CGP.CUST_NO=PC.CUST_NO AND CGP.PROD_NO=P.PROD_NO WHERE DH.DOC_NO=@DOC_NO LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
KITE- How to turn Google Chat notifications on/off
English
kristof.balazs@eu.corp.airliquide.com
11
Harold OUSSET
Uncategorized
Published
2025-10-02 11:00:44
5
GIO Service Desk
NaN
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NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
3
2025-10-02 10:55:50
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NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for assistance on kite related applications : how to turn Google Chat notifications on or off STEPS: Guide user according to these steps provided by Google: Turn on/off notifications in Google Chat On your computer, go to Google Chat. At the top right, click Settings .To turn on notifications for Google Chat messages, under "Desktop notifications," check the box next to "Allow chat notifications."To turn off notifications for Google Chat messages, under "Desktop notifications," uncheck the box next to "Allow chat notifications." For more information please visit https://support.google.com/chat/answer/7655718. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: ChatContext: Assistance needed with changing Google Chat notification settings In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: *Guided user to turn on Google Chat notifications.* TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: How to add password to a zipped file, Add a password to a zipped file or create a zip file with password. STEPS: Right click on the folder, select "7-Zip" then "Add to Archive". Archive format has to be "zip". Type a password and encrypt the folder. 1. Right click on the folder, select "7-Zip" than "Add to Archive" 2. Click on "add to Archive", 3. Archive format has to be "zip" 4 . create the pw (be sure you leave AES-256 selected as the encryption type). After installing 7-Zip, use it to create a new archive either via the 7-Zip option in your Windows Explorer right-click menu or the Add button in the 7-Zip application. Youll be able to specify a password for your archive be sure you leave AES-256 selected as the encryption type. Any files and folders you add to your .zip file (or whatever other type of archive you choose to create) will be encrypted with your selected password. Youll need to enter your password when you open your archive file in the future. Once user would like to open a file in the folder, user will be asked to enter the password LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: The password was added. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:INDIA ENTITY:BIS AMEI SYMPTOMS: User needs to report a functional issue related to the Autocad application. STEPS: Open an incident and assign it to BAP-ALIN-APP-L1. LOGGING CATEGORISATION: Business service: BAP - HUB - BI Configuration item: Self-BI Power BI enquiry - PROD Category: Application Subcategory: Bug / Defect Assignment group: BAP-ALIN-APP-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Chrome crashes when uploading files from file explorer
English
kristof.balazs@eu.corp.airliquide.com
43
Hanane ARRIBI-SC
Uncategorized
Published
2025-05-23 15:09:23
5
GIO Service Desk
NaN
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NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
16
2025-05-23 15:08:15
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NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot upload files online from the download folder. The upload page is grayed out and chromes crashes after that Steps: 1. Open the download folder from file explorer and check if there is a file with a really long name and rename it to a shorter one. (usually they are files downloaded from gmail) 2. Check if the folder is full. advise the user to move his files to other folders or delete the unnecessary ones. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Devices Subcategory: Operating System TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
CARM request blocked - approver is on holiday and tasks not delegated
English
kristof.balazs@eu.corp.airliquide.com
546
Vincent CAO
Uncategorized
Published
2025-07-30 11:08:49
6
GIO Service Desk
NaN
#########
3.50
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
339
2025-04-17 12:22:34
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NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This KB describes steps to follow in case a request is blocked in CARM because the approving manager is on holiday and they forgot to delegate their CARM tasks before leaving for holidays. STEPS: 1. Advise the user to get an email from the manager of the Approver in order for us to be able to assist. The resolver teams need: the approval of the manager of the carm/request approverthe name of the user who can take in charge of their tasksthe end date of the delegation. 2. Attach the mail to the incident ticket and assign it as per the below categorization. Please inform the user that after the ticket closure they have to recreate the request! (already created requests cannot be transferred) LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Assignment group: GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
airliquide, approver, approver is on holiday, balazs@eu, blocked, cao, carm, carm request blocked, com, corp, delegated, english, holiday, kristof, not, not delegated tasks, request, request blocked, tasks, vincent
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KB0049002
SAP UK - Product not maintained at plant
English
kristof.balazs@eu.corp.airliquide.com
42
Ahlame AYLAJ
Uncategorized
Published
2025-09-29 13:00:51
6
GIO Service Desk
NaN
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NaN
Reporting for Cylinder Supply Chain
NaN
NaN
NaN
6
2025-06-18 13:50:55
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NaN
BEU-OTHER-REPORTING
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: User called to report that a product not maintained at a plant in SAP UK application. STEPS: Assign an incident to GB-AL UK-TECHNOLOGY-L2. LOGGING CATEGORISATION: Business service: Reporting for Cylinder Supply Chain Configuration item: SAP UK - PROD Category: Application Subcategory: Bug / Defect Assignment group: GB-AL UK-TECHNOLOGY-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Europe ENTITY:BIS EUROPE SYMPTOMS: User would like to get the new link for Salesforce Instance Mobility BEFORE YOU START: If the account is not created please follow KB0011505 STEPS: Provide Salesforce IM new link to the user : https://airliquide-eu-im.my.salesforce.com LOGGING CATEGORISATION: Business service: Customer relationship Management Configuration item: SalesForce IM Category: Application Subcategory: Support / Assistance Resolution Notes: Provided the new Salesforce IM link to the user TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: CUP 11 Windows Update end in the following error after started by Advertisement Pop Up or Windows11upgrade shortcut from desktop. POSSIBLE CAUSES: Windows 11 update failures may occur due to various reasons needing further investigations to define. The most common causes might be missing installation files, insufficient disk space, corrupted system files, network connectivity problems, issues with previous Windows Update, BIOS/UEFI settings, corrupted update cache, and conflicts with system restore points. BEFORE YOU START: Prerequisites: Make sure that the PC has 64 GB or greater available disk space Make sure that the PC is connected to Internet (NOTE: If Zscaler or Cortex isnt correctly configured on the PC that can cause internet access issues)Make sure that the PC is conneted via Charging CableMake sure that all components are present in BBCA and in C:\_INSTALL\CUP11_2023 (~12Gb)For more information: https://learn.microsoft.com/en-us/windows/whats-new/windows-11-requirements STEPS:CUP 11 incidents where the upgrade to Windows 11 fails or rolls back AND the user can work properly under Windows 10 can be closed on the Service Desk's queue without further action based on the below details informing the user that they can continue to use Windows10 until further notice. Resolve Code: Other - Please provide detail in Resolution note Cause Code: Defect/Configuration Resolution Notes: This incident will be resolved because: We are collecting the error data of each failed Windows 11 upgrade. Once this is done we come up with a remediation and a relevant communication. There is NO NEED to upgrade the device to Windows 11 this summer. Please ignore the message and use your PC under Windows 10 as usual. Thanks for your understanding and patience LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
11, airliquide, balazs@eu, com, corp, cup, cup11, does, does not start, english, error, fail, fails, gerhards, issue, kristof, maik, not, not starting, software, start, starting, update, upgrade, windows
NaN
KB0019214
Kyriba - sso connection issue
English
kristof.balazs@eu.corp.airliquide.com
137
Coralie CHAPELAIN
Uncategorized
Published
2025-10-06 14:21:09
5
GIO Service Desk
NaN
#########
NaN
Bank Account Management
NaN
NaN
NaN
26
2025-10-06 14:18:36
#########
NaN
KYR-L0-IS_TRESO
COUNTRY/REGION:EU ENTITY:BIS CF SYMPTOMS: User is unable to login to the Kyriba application by SSO. STEPS: Redirect user to contact the key users listed below: - Coralie CHAPELAIN (coralie.chapelain@airliquide.com) - Valerie VILLARD (valerie.villard@airliquide.com) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: Bank Account Management Configuration item: Kyriba - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was directed to contact the application key users. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to change the owner of a file in Google Drive. BEFORE YOU START: Note that the user can change the ownership to several files by using multiple selection, however it is suggested to avoid selecting more than 100 files at once, to avoid errors and unnecessary propagation delays. And perform the full ownership change in several batches of around 100 items. The filter "owned by me" is needed, as users are not able to change the ownership to files that don't belong to them. STEPS: By default, you own any file you create in or upload to Google Drive. You can transfer ownership of your Google files and folders to someone with a Google Account. 1. On your computer, go to drive.google.com 2. At the top, click on the search bar > Show search options 3. Add the following criteria Owner: Owned by me Location:(the folder you want to transfer the ownership) 4. Click on Search 5. To select multiple files, hold Shift and click the folders you want. 6. At the top right, click Share 7. To the right of the persons name, click the Down arrow 8. Select Is owner. 9. Click Save changes PLEASE NOTE: You can only transfer ownership of Google files and folders. When you make someone else the owner of a folder, you still own the files/subfolders inside. When you make someone else the owner of a file, you wont be able to: Transfer ownership, even back to yourself.Permanently delete the file from Google Drive. You can do the same procedure with Docs, Sheets, Slides, Forms, Drawings, My maps and Folders. Guide on Google support https://support.google.com/drive/answer/7166529?co=GENIE.Platform%3DDesktop&hl=en LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: DriveContext: Assistance needed with changing the owner of a file in Google Drive In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
MyHR / Workday - HR group is not available for HR Case
English
kristof.balazs@eu.corp.airliquide.com
152
Goksu ISBIR
Uncategorized
Published
2025-09-29 14:53:04
6
GIO Service Desk
NaN
#########
NaN
GIO - PCI - myHR Help & Request
NaN
NaN
NaN
33
2025-06-23 13:39:13
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user contacted us to report that an HR group is not available for an HR Case and needs the issue to be investigated. E.g.Group does not appear in the dropdown list.An HR Case cannot be assigned to a specific a Group.It is not possible to add/remove user from a Group. BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. STEPS: Create an incident ticket and assign it to GIO-ITSM DXC Third Party Maintenance HR. If the issue is being raised by any other user: User should be guided to open a request in MyHR/Workspace portal LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance HR TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with xServer STEPS: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - Mobile Service Category: Application Subcategory: Functional / Technical Issue Routing: BHC-VADE-MobileService TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Europe ENTITY:BIS EUROPE SYMPTOMS: User reports functional issues within Medallia application : Feedbacks are not uploaded or partially uploadedCustomers can not submit feedbackHardware issues related to survey devicesAny unexpected error in Medallia Console Example of error messages ?????????? POSSIBLE CAUSES: User has no access to Medallia or user lost his access and job role in Medallia, in this case follow KB0042764 BEFORE YOU START: Medallia is a feedback and customer survey related app , associated with Salesforce Link for Medallia : https://airliquide.medallia.eu STEPS: Create an Incident and assign it to CGI-SALES CRM-L3 Detailed description and Screenshot are Mandatory. LOGGING CATEGORISATION: Business service: Customer relationship Management Configuration item: Hostname Category: Application Subcategory: Bug / Defect Assignment group (if not L1): CGI-SALES CRM-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User needs to install Mindjet. The installation of this application is not compatible with Zscaler proxy. STEPS: Advise user to contact Mindjet support in order to get the full package. customer.support@mindjet.com for more information check : https://community.mindjet.com LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Installation / Deployment Resolution Notes: User was guided to contact Mindjet support in order to get the full package. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Xerox printer name not found on cirrato or other then xerox printer can not found on printer portal or has not yet network printer name configured, not in Active Directory either, but has just IP address. BEFORE YOU START: User should have access to GIO Requests. STEPS: Request to be created by IT user in Manage My Service: Home > All Catalogs > GIO Services > End-User Workplace > Device management > Printing management: > Order/ Move / Remove a MPS Xerox Printer > Create new printer with PrinterPortal NOTE: to GIO requests normally just IT Approval or Budget Approval, IS Contract Managers and managers with special rights have access to create the IT requests. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITcorner Assistance request submitted.
airliquide, balazs@eu, cirrato, com, configuration, corp, directprint, english, it request, kristof, mps, network, network printer, new, new printer configuration / setup, not, not xerox printer configuration, olivier, pejoine-sc, portal, printer, printer portal, request, set, set a new network printer, setup, wifi, xerox
NaN
KB0050131
Isadom - installation failed
English
kristof.balazs@eu.corp.airliquide.com
6
Nicolas REGEASSE
Uncategorized
Published
2025-09-09 9:21:39
5
GIO Service Desk
NaN
#########
NaN
BHC - Isadom
NaN
NaN
NaN
0
2025-09-09 9:19:40
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User needs to install Isadom. BEFORE YOU START: Please follow KB0013629. STEPS: Create an incident, and assign it to BHC - ISADOM LOGGING CATEGORISATION: Business service: BHC - Isadom Category: Application Subcategory: Installation / Deployment Assignment group (if not L1): BHC - ISADOM TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User calls asking to have access to M3H (previoulsy MOVEX) link for "Transfert des pièces-jointes BEFORE YOU START: People within Air Liquide that use this Application today: Entities: FR-ALHIST FR-ALEHOS DEVELOPMENT FR-ALEHOS SERVICES FR-PHARMADOM-ORKYN FR-VITALAIRE FR-DINNO SANTE What ID is used to login: windows id (SSO) STEPS: Please create shortcut on user's desktop by copying the following link: ORKYN : http://fr-s-alsd-ias/Uploads020 VITALAIRE : http://fr-s-alsd-ias/Uploads030 DINNO Santé : http://fr-s-alsd-ias/Uploads060 ADAIR : http://fr-s-alsd-ias/Uploads070 CDM : http://fr-s-alsd-ias/Uploads110 In case of incident. Reassign the ticket to BHC-SUPPORT L1. LOGGING CATEGORISATION: Business service: BHC - OPS - M3 Technical Configuration item: M3 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BHC-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:JAPAN ENTITY:BIS-APAC SYMPTOMS: User not able to view map properly in scheduler system(Dispatch tools) in Bravo POSSIBLE CAUSES: Silverlight is required to be installed properly to view map BEFORE YOU START: User need to prepare the Silverlight installer or can be downloaded from below URL. https://drive.google.com/file/d/1H4RQo199VgUCNVTwwLcI6MiKopXRkPPu/view STEPS: 1.Download the installer from Google Drive URL and install as admin. 2.The map shall appears successfully. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Installation / Deployment Resolution Notes: SD will remote in to user pc to install Silverlight TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User would like to access Gitlab or Pentest, but they are blocked. STEPS: GIO request must be raised by IT user to 'Add IP Address in white list' Request is reachable on the following path: Manage My Service > Catalogs > GIO Services > IT Security > Secure Extranet > GIO Sec Extranet - Add IP Address in white list or GIO Sec Extranet - Add IP Address in whitelist - Pentest Link for Gitlab Link for Pentest LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITcorner Assistance request submitted.
access, add, add ip, add ip address to white list, address, airliquide, balazs@eu, com, corp, elies, english, gitlab, gitlab access, ip, kristof, list, pentest, white, yangui
NaN
KB0044831
Point-and-Print - policy prevents connecting to printer
English
kristof.balazs@eu.corp.airliquide.com
24
Matthew WIDELL
Printing / Devices
Published
2025-09-29 13:49:15
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
2
2025-06-18 13:03:16
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When trying to install a printer from a Windows print server, user see a prompt "A policy is in effect on your computer which prevents you from connecting to this print queue." BEFORE YOU START: Each Windows print server will have to be whitelisted by the GIO Managed Devices team before a user can install a printer from it.The YourWay / CyberArk EPM agent is now used to complete a printer installation without admin privileges.End-users can install YourWay / CyberArk EPM from the MyITCorner software catalogPrinter installation is allowed by default - no CARM request is needed STEPS: Note the print server the user is installing the printer from in the ticketEscalate the ticket to GIO-EUS-USER-DEVICES-L3 LOGGING CATEGORISATION: Business service: GIO - EUS - Managed printing services Configuration item: Hostname Category: Devices Subcategory: Printers Assignment group: GIO-EUS-GOPS-USER-DEVICES-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
admin, airliquide, balazs@eu, cannot connect, cannot install, com, connect, connecting, corp, cyberark, english, fix, install, installation, installation without the need for admin rights, kristof, matthew, point, point-and-print, policy, prevents, print, print queue, printer, printer installation, queue, rights, widell, without, yourway
NaN
KB0042849
Loop - Functional issue within the tool
English
kristof.balazs@eu.corp.airliquide.com
21
Arnaud HENRI-SC
Uncategorized
Published
2025-10-07 8:51:45
5
GIO Service Desk
NaN
#########
NaN
GIO - LOOP
NaN
NaN
NaN
4
2025-10-07 8:50:24
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is facing an issue inside the Loop application (e.g. unable to book a desk or meeting room, unable to open map of the site) STEPS: 1 - Assign incident to GIO-EUS-GOPS-CWS-LOOP-L3 LOGGING CATEGORISATION: Business service: GIO - LOOP Configuration item: Loop - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-GOPS-CWS-LOOP-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L3
Windows - Cannot write / download Simplified Chinese
English
kristof.balazs@eu.corp.airliquide.com
27
NaN
Windows - Storage / Performance
Published
2025-09-29 12:51:54
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
5
2025-06-18 9:54:29
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User having issue to download Simplified Chinese POSSIBLE CAUSES: STEPS: 1. Go to services > set Background Intelligent Transfer & Windows Update to Automatic.click start if it on stop state 2. Go to regedit.exe > HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\WindowsUpdate >change the value for DisableWindowsUpdateAccess from 1 to 0 3. Run CMD: net stop wuauserv and net stop bits. 4. Navigate to the C:\Windows\SoftwareDistribution\Download folder and delete all its contents. 5. Restart the Windows Update services by entering net start wuauserv and net start bits. 6. Go to Region & language settings > add language > download Chinese language pack 7. Restart laptop LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Devices Subcategory: Operating System Resolution Notes: Follow the steps to update windows services and download language pack again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: KB is L1.5 scope. After the installation of Minimaint when you launch the application there is any kind of error message. BEFORE YOU START: There is a Client and a server version of Minimaint (and a version called "Standalone" that contains both). Ask the user which one she/he needs. STEPS: Send an email to Laurent Dupuy with a description of the issue. He will send back a .txt file (install.txt) that you need to copy to the users PC, change its extension to .ins and place it under C:\Legacy\ithec\Manager\ (you have to overwrite the existing "install.ins" file. Then launch Server Manager, it has to give you a key id. You need to provide this key ID to Laurent Dupuy, who will provide you the necessary key. FURTHER ASSIGNMENT GROUP: Laurent Dupuy LOGGING CATEGORISATION: Business service: Local Business Solution Category: Application Subcategory: Functional / Technical Issue Resolution Notes: User was assisted with Minimaint application. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User's account is expired/ error message when log in EM: Your account has been expired STEPS: Create incident and assign to BEU-FICO-LI LOGGING CATEGORISATION: Business service: LI Finance Configuration item: MIKADO - LI AWS V2.6 - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): BEU-FICO-LI TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User gets an error (CTX134123) while connecting to Isadom in Citrix STEPS: Make sure the user has installed the Citrix CLIENT on their computer Go to https://fr-s-alsd-infra.eu.corp.airliquide.com/Citrix/Ctx65Web/ with Google Chrome and connect with the credentials of user. A workaround is to close the concerned tab in Google Chrome and click on the toothed wheels and Account settings to allow the correct start of the CITRIX client then. Then click on Détecter Receiver Click to Accept contract Then test again opening Isadom. LOGGING CATEGORISATION: Business service: BHC - Isadom Configuration item: ISADOM - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BHC - ISADOM TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BHC - ISADOM
OBC - How to check the version of the OBC app via SOTI
English
kristof.balazs@eu.corp.airliquide.com
18
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-07-30 13:51:46
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
16
2025-07-30 13:48:46
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: How to check the version of the OBC app via SOTI STEPS: (1) Profile Select the desired device in the center pane (terminal list) and expand "Profile" in the right pane. Check the last (bottom) status of multiple profiles. Expand the profile and check the status of the package as well. (2) Installed apps Just in case, expand "Installed apps" in the right pane and see the information of the following two apps. ? OBC ? OBC Printer If only (2) above is out of date, right-click on the terminal and select the context menu. Click "Request check-in from terminal" After that, wait for 10-20 seconds and check (2) again. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: There is no sound when the user is in a Google Meet call, otherwise sound is ok on the PC. STEPS: The used sound device must be set in Chrome and Meets to the one which is used in the Windows. To check which device is used on the PC, click right on the 'Speaker' icon on the right side of the taskbar, then click on 'Sounds'. Navigate to the tab 'Playback'. launch something that makes sound on the PC and check which playback device gives signals (right lanes must appear next to the device). If it's not set as default playback device, set it by right-click on the working device and click on the 'Set as default device' Then go to the Meets and start a call. Go to the settings by clicking on the Gear icon: Then choose the same device what gave signals. Test the sound by clicking on Play test sound than click on Save. Also, there's a new instance where Meets gives an error message that the microphone is muted in settings. To fix it, you must go in sound settings, scroll down until the microphone section, click on peripheral/device settings, go in "Levels" and unmuted from there then make sure the correct microphone is selected in Meets. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: MeetContext: Assistance needed with sound configuration In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article explains how the end users can install a printer without the need for admin rights from a Windows print server. BEFORE YOU START: Each Windows print server will have to be whitelisted by the GIO Managed Devices team before a user can install a printer from it.The YourWay / CyberArk EPM agent is now used to complete a printer installation without admin privileges.End-users can install YourWay / CyberArk EPM from the MyITCorner software catalogPrinter installation is allowed by default - no CARM request is needed STEPS: User starts an install of a printer from a Windows print serverA prompt Do you trust this printer appearsClick Install driverWait for the driver to downloadA YourWay prompt Install network printer appearsClick OK to complete the printer installation LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal PrinterModel/brand of the target printer: In case of blank ESS Incident submitted by the user: Business service: BIS - AMERICA: BAM - LOCAL PRINTERSBIS - AMEI: BAMEI-Local printersBIS - APAC: BAP - LOCAL PRINTERSBIS - CF: BCF - LOCAL PRINTERSBIS - E&C: BEC - LOCAL PRINTERSBIS - EUROPE : BEU - LOCAL PRINTERSBIS - GM&T: BGMT - LOCAL PRINTERSBIS - HOME HEALTHCARE: BHC - LOCAL PRINTERS Configuration item: Hostname of user's computer Category: Devices Subcategory: Printers
admin, administrator, airliquide, balazs@eu, com, corner, corp, cyberark, desk, driver, english, exploit, fix, installation, installation without the need for admin rights, kristof, matthew, my, my it corner, myit, myit corner, myitcorner, no, no administrator required, point, point-and-print, print, printer, printer installation, printing, printnightmare, required, rights, self, self installation, self service, selfservice, server, service, service desk, widell, without, yourway
NaN
KB0013630
ISADOM - connection
English
kristof.balazs@eu.corp.airliquide.com
56
Nicolas REGEASSE
Uncategorized
Published
2025-09-09 7:59:35
5
GIO Service Desk
NaN
#########
NaN
BHC - Isadom
NaN
NaN
NaN
138
2025-09-09 7:55:32
#########
NaN
BHC - ISADOM
COUNTRY/REGION:EUROPE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User needs his Windows credentials to login to Isadom. User failed to login to Isadom. BEFORE YOU START: Access to ISADOM is through WINDOWS authentication. The login is therefore the username of the user and the password is that of the windows account of the collaborator - if it is expired or if it has not been changed in due time, this has an impact on the authentication ISADOM. Verify this point to close and open the windows session with the user. STEPS: 1. In case user has not requested account please guide him to request one. (KB0013627) 2. Check the user name in the AD tool. 3. Guide user to update password in CARM, or update password in AD tool. LOGGING CATEGORISATION: Business service: BHC - Isadom Category: Application Subcategory: Access / Rights Resolution Notes: Assisted user with connecting to ISADOM application. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling related to an issue with Kelio application. Password is not accepted. Cannot see himself correctly on the application. Link of application: https://airliquide.kelio.io/open/bwt/portail.jsp#index POSSIBLE CAUSES: User cannot access or has a change on the actual job. BEFORE YOU START: Make sure that issue is not a browser issue or impacted by the connection. Kelio is used in France as tool that manage the presence or the absence of users. STEPS: Open Google Calendar and find the bin, in the gear menu. Restore events. LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BCF-GHR-MYHR-GROUP-IT TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
COUNTRY/REGION:*GLOBAL* ENTITY:*SEPPIC* SYMPTOMS: User is calling because the label printing cannot print. POSSIBLE CAUSES: Connection of physical issue. Check if the printer is well connected. BEFORE YOU START: Describe the issue. If the issue is related to customizing printing then issue is related to the JUMP application. Please follow KB0044918. STEPS: If the issue is related to customizing printing then issue is related to the JUMP application. Please follow KB0044918. In case printer is damaged, or no more toner or paper stuck user need to call the service? Please check the cable connectionSee if any error comes from the printer If you have more than one label printer at your location, you might have accidentally swapped power supplies. Some printers will still power-on with the wrong power supply, but it will have trouble reaching full power for your label. Most printers will have the DC power requirements printed on the bottom. Make sure these match the power supply DC output.Age: Your ribbon might need to be replaced if it is more than 6 months old, or has been left in a hot/humid location. Try replacing the ribbon.Movement: If you accidentally install the ribbon wrong the printer won't be able to move the ribbon over the label. This will cause the ribbon to "print" in the same location each time, and all the "ink" will be used up.Installation: make sure you haven't installed the ribbon upside down. It seems like every printer is different, and ribbon is often not marked clearly... double-check which side is the "ink" side. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user: Business service : BSE-LOCAL-PRINTER-SUPPORT Configuration item: PC HOSTNAME Category: Devices Subcategory: Printers Assignment group (if not L1): Resolution Notes: *remove if article is not an FCR* TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1, L1.5,
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: KERCOM support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) Kercom is a component of IOT4BOS application. These interfaces allows to collect all the data from telemetry devices. Importance: Used daily to monitor IM & HC tanks Vendor Info: ALIZENT Applicability: Users AL worldwide For any request on GTIS Box please use this KB0042792 For any request on IOT4BOS please use this KB0042836 STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, Assess the priority using below matrix 4. Assign the ticket to the hub support group: EU/AMEI ALZ-EU-GCS-Remote Asset L2 APAC: ALZ-AP-GCS-Remote Asset L2 AME: ALZ-AME-GCS-Remote Asset L2 5. Only in case of P1 incidents kindly inform to the appropriate support team by region: AME: +1-514-876-2855 or +1 800 707 0135Option 4 SupportOption 2 for TelemetryAPAC & EU: +33 1 40 88 95 69 LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: KERCOM IP IM EU - PROD KERCOM IP AME - PROD KERCOM IP APAC - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): EU/AMEI ALZ-EU-GCS-Remote Asset L2 APAC: ALZ-AP-GCS-Remote Asset L2 AME: ALZ-AME-GCS-Remote Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User is calling for assistance on how ti manage calls in the Cisco Jabber application. STEPS: To initiate a call: User can search for a contact or copy / paste a phone number into the entry bar and click the phone icon To answer a call: Click Answer on the notification Options for a current/ongoing call: The Call management windows allow users to manage and explore call options. Users can: forward, transfer, put on hold, organize a conference and add participants Users can also Introduce conference pin code To switch the mode: Two modes are possible: - Using computer. Cisco Jabber becomes then a soft-phone (option to be activated if users need to use jabber as soft-phone) - Using the Cisco phone. Jabber then drives user`s hard phone. To forward calls: This menu allows you to choose call forwarding options LOGGING CATEGORISATION: Business service: GIO - NET - Office Telephony Configuration item: (if applicable) Category: Application Subcategory: Support / Assistance Resolution Notes: Explained user how to manage calls in Cisco Jabber TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, answer, balazs@eu, bansillon, call, calls, cisco, com, conference, corp, english, hold, how, initiate, jabber, kristof, manage, managing, options, organize, pierre, put, put on hold, start, to
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KB0012184
Xerox - support phone numbers for all countries
English
kristof.balazs@eu.corp.airliquide.com
261
Alexandre BONNAIRE
Uncategorized
Published
2025-09-29 13:49:06
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
247
2025-05-22 14:35:59
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs the Xerox support phone contact. STEPS: If you need to redirect user to Xerox support regarding a xerox hardware or HP hardware issues, you can find the phone numbers of the Xerox support or HP support for each country: Xerox support phone numbers worldwide: https://www.xerox.co.uk/perl-bin/world_contact.pl#3https://docs.google.com/presentation/d/1RlVHhIu_2SVDZCWQDVyslmvPoygVGDw710-inFm717w/edit#slide=id.g10e42f27306_0_0 South Africa: Anything regarding the Xerox printers in terms of toner ordering, meter readings or maintenance please click the below link for more information. https://www.xbc.co.za/air-liquide It will take the end user to the AL - Xerox site where he/she can Log a service call on the website, or call their Support Number: 011 315 8085 or Email: workcontrol@xbc.co.za for assistance. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : MPS - XeroxModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: Printer name Category: Devices Subcategory: Printers Resolution Notes: The Xerox`s support phone number was provided to the user. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
airliquide, alexandre, all, balazs@eu, bonnaire, call, call xerox, cirrato, com, contact, corp, countries, english, hardware, kristof, numbers, phone, printer, support, support phone, xerox, xerox support phone contact
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KB0044061
CUP 11 - Audio issues after Windows 11 Update
English
kristof.balazs@eu.corp.airliquide.com
1084
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:35:30
6
GIO Service Desk
NaN
#########
4.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
322
2025-04-17 8:52:24
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: After CUP 11 Windows Update, user is facing Audio issues (Mic/Speaker not working). STEPS: The following three main options can resolve the issue based on its source: Option 1: Rollback of the audio driver Option 2: Disable Audio Enhancements Search Sound in your taskbar, select Settings > System then Sound Control Panel on the right panel. From your Sound Control Panel box, look for Speaker and go to Audio enhancements, then set it to off 3. A Speakers Properties box will open, select the Disable all enhancements check box. Option 3: Update the driver to the latest provided (Audio and Chipset)Please proceed with Dell Audio / BIOS driver update according to KB0020036, KB0011847 Option 4: Uninstalling and reinstalling driver 1. Press Windows+R. In the Run window type, 'appwiz.cpl'2. Look for Realtek Audio and uninstall it.3. Right-click on Start and select Device Manager4. Expand System Devices here.5. Right-click and Disable all entries that say Intel Smart Sound Technology.6. Now, restart your machine and install the Realtek driver from here and then Waves Maxx application from here. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Windows script host - VBScript file problem/ The WMI repository is broken
English
kristof.balazs@eu.corp.airliquide.com
20
Petra JUNKER
Windows - Storage / Performance
Published
2025-10-08 11:24:27
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
7
2025-10-08 11:22:54
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This KB is aimed at L1.5. The user is reporting a constant windows script host notification is appearing and cannot be closed. [L1.5 scope] - every script, which requires WMI (in this case: a patch detection script) is failing.- Marimba inventory is not complete (it also uses WMI to gather device data). POSSIBLE CAUSES: - The WMI repository is broken. - WMI is broken, the script cannot identify if it is a W10 or W7 machine, and delivers that error message. STEPS: Test to be performed to confirm WMI issue:- open cmd as admin- run wmic qfe list- if it returns a list of installed patches, then WMI is ok- if it returns an error, then WMI is brokenHow to fix it:- follow the procedure described here:https://techcommunity.microsoft.com/t5/ask-the-performance-team/wmi-rebuilding-the-wmi-repository/ba-p/373846 If the above steps did not solve the issue, the machine has to be remastered. Please assign the incident to the respective onsite group. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 > Onsite (if remaster of machine is needed) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:*FRANCE* ENTITY:*BIS HOMEHEALTHCARE * SYMPTOMS: User calls about RMS - Optitime application data or function issue BEFORE YOU START: THIS IS APPLICABLE ONLY FOR FRENCH BIS HOME HEALTHCARE USERS! Make sure the user has requested the access in MyItCORNER (Gérer le compte applicatif d'un employé) STEPS: Either way, ask what exactly is the problem (what is the current case and what is expected), and examples are needed - If only one case : Take intervention number concerned and mission number - If function concerned : Note her name and several examples - Do a screenshot of message error - Ask user what kind of action cause this message error LOGGING CATEGORISATION: Business service: BHC - OPS - RMS Optitime Configuration item: RMS (Ressource Management Suite) - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1):BHC-SUPPORT L1 Resolution Notes: - TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs@eu, bazonnard, bhc, care, com, corp, english, functional, health, health care, healthcare, hhc, kristof, marie-cecile, mrs, opti, optitime, rms, time
COUNTRY/REGION:Germany ENTITY:All (except Vitalaire - E&C - DE-AL GMS and DE-AL GMS GmbH) SYMPTOMS: Employees who need access to LFS, E+P's warehouse management system, can apply to create an account in this system. It is possible to specify a reference user for new creation and modification; otherwise, the required scope of access can be described in the Comment field. For a deletion request, entering the reason (leaving/transfer etc.) in the Comment field is mandatory. The respective application must then be validated by the manager. STEPS: Provide this link to the user or Go to myitcorner then click Order Something. Under Categories click on Applications and then on the CE Local IT tile (Central Europe Local IT). Select "Mobile device support" in the drop down menu This link is not accessible for the ServiceDesk LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: FCR TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
account, airliquide, balazs@eu, ce, ce it, central, central europe local it, com, corp, creation, deletion, english, europe, germany, julia, kristof, lfs, local, local it, modification, myitcorner, sperling, wms
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KB0048518
RingCentral - Headphones not Working / Audio Issue
English
kristof.balazs@eu.corp.airliquide.com
188
Kelly SOMMERFELD
Uncategorized
Published
2025-09-29 14:56:55
7
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
38
2025-06-24 10:53:35
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: The user is reporting audio issues while using RingCentral POSSIBLE CAUSES: Issue with settings within Windows or issues with RingCentral application. BEFORE YOU START: Verify whether if its a hardware or RingCentral Softphone issue by performing audio troubleshooting: KB0011671 - Applications - Microphone is not working KB0012802 - Windows - no sound from speakers KB0020036 - Windows - peripheral device driver update STEPS: STEP1: Perform checks as per above mentionned KBs. STEP2: Disconnect and Retry. STEP3: Test with another application STEP4: Do crosschecks with other headset if possible. STEP5: If the issue turns out to be only present in RingCentral, assign the ticket to the below mentionned Assignment Group. LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-NET-SUPPORT L1 Resolution notes (if possible to resolve on L1): Assisted user with audio issue. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
aire, airliquide, ame, application, audio, balazs@eu, canada, center, central, code, com, contact, corp, direct, english, fab, fabrication, gio-net-legacy-tele-nam, gl, headphones, incontact, kelly, kristof, legacy, metal, nam, not, rc, ring, ringcentral, ringcentral ring central rc r c application software issue ame canada vital aire vitalaire vitalaire metal fab fabrication incontact direct contact center audio issue gio-net-legacy-tele-nam tele legacy nam gl code, software, sommerfeld, tele, vital, vitalaire, working
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KB0012428
Kite Groups- Not Visible in Carm
English
kristof.balazs@eu.corp.airliquide.com
55
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:27
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - End-User Account Provisioning in CARM
NaN
NaN
NaN
23
2025-09-26 11:47:49
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Kite groups are not visible in Carm STEPS: In case user calls that the related Kite Group they would like to manage is not visible in CARM, create an incident and route it to GIO-SEC-CARM-L2 to make the group available again. To check if the group itself even still exists - before dispatching the incident to CARM team - you can check it from user email account is the group is still visible. Open email, click on Groupes and make the search with group name or email address. LOGGING CATEGORISATION: Business service: GIO - SEC - End-User Account Provisioning in CARM Configuration item: CARM IGI - PROD Category: Application Subcategory: Bug / Defect Assignment group: GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Starting on March 12th users that did not receive the Windows 11 Update yet will see a pop-up (see image below) appear on their screen that invites them to restart their computer and initiate the upgrade to Windows 11. POSSIBLE CAUSES: A relevant amount of devices failed to upgrade using the managed CUP11 process for various technical reasons, thus CHG0221251 aims to allow TEMPORAL direct Windows update access to selected population. BEFORE YOU START: In case you receive an inquiry regarding about the update, please make sure that the PC is involved in the Target List. STEPS: Provide user with the following information: Inform users that the preparation of Automated Update might take time and it can be launched once they received the pop up notification.The pop up notification can be delayed over 7 days, user will have to plan a two hours time slot until then to restart the PC for the update.A few days after the upgrade, actions will be taken to remove the Bitlocker Pin Code. Inform user that the computer will be as secure as before. In case there is no issue or an error message, kindly ask user to wait until the user receives the upgrade packages (to ensure that, advise user to connect at least once on Airliquide network via VPN or Airliquide Corporate Wifi / LAN. If the PC is on the target list and the update hasnt started yet, the ticket can be closed with informing user and advising to wait. In case of error messages or continuous failure to update with Automated Update, kindly assign the incident to GIO-EUS-SD-EUROPE-L1.5 > Onsite for CUW 11 remasterisation. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System Assignment group: For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5For AME: GIO-EUS-SD-AME-L1.5 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Windows - This app can't open (Photos/Calculator/Snipping tool/Yourphone/WFS)
English
kristof.balazs@eu.corp.airliquide.com
1450
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:34:34
7
GIO Service Desk
NaN
#########
3.60
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
233
2025-04-17 8:59:10
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to open a Windows application (Photosor unable to open a photo/Calculator/Snipping tool/Yourphone) on the PC due to the following error message: BEFORE YOU START: Test the application, try to open it/try to open an image and see if the same error comes up. STEPS: 1. Remote to user's PC.2. Go to Settings > Apps > look for Photos/Calculator3. Click on Advanced options.4. Try to Repair/Reset the application. 5. If KO, the application needs to be reinstalled. Reinstallation:1. Connect to prod ( \\saai-gdmlp01.eu.corp.airliquide.com\prod ) using your ADM credentials. Open File Explorer and go to THIS PCClick on Add Network DriveIn the Window that comes up specify the server: \\saai-gdmlp01.eu.corp.airliquide.com\prodUncheck the 'Reconnect at login' fieldCHECK the 'Connect using different credentials' fieldauthenticate with your ADM account2. Open Folder _APPX-Packages3. Copy the relevant folder on the user's PC (to C:\temp for example)4. Start Microsoft.Windows.xxxxxxxxxxxxxxxxxxxx.AppxBundle and install the app5. Test the application once the installation is finished. If KO: Photos application:You can restore the Windows 7 Photo Viewer/Calculator on user's PC as a workaround if user agrees.Installation files can be found in the L2 Analysts Google drive.Alternatively, the applications can be removed/reinstalled using Powershell. Windows Photos Microsoft Windows Photo App is available in Marimba now:g_01592_microsoft_windows-photos-2024.11030.22001.0_ml_48and in Marimba Tool:Wx_64bit_MS_Windows_Photo_App_2024.11030.22001.0 No need to uninstall the package above will remove the old one and reinstall the new one. ALTERNATIVELY Copy Source Files Copy the following files from \\saai-gdmlp01\PROD\_APPX-Packages\Windows10\Photos to c:\temp\ on the client PCMicrosoft.UI.Xaml.2.4_2.42007.9001.0_x64__8wekyb3d8bbwe.Appx Microsoft.VCLibs.140.00_14.0.30035.0_x64__8wekyb3d8bbwe.AppxMicrosoft.Windows.Photos_2020.20120.4004.0_neutral_~_8wekyb3d8bbwe.AppxBundle Remove corrupt application Run the following command in powershell as administrator Get-AppxPackage -Name *Windows.Photos* -AllUsers -PackageTypeFilter Bundle | Remove-AppxPackage -AllUsers Install Application Run the following command in powershell as administrator Add-AppxPackage c:\temp\Microsoft.UI.Xaml.2.4_2.42007.9001.0_x64__8wekyb3d8bbwe.Appx Add-AppxPackage c:\temp\Microsoft.VCLibs.140.00_14.0.30035.0_x64__8wekyb3d8bbwe.Appx DISM.EXE /Online /add-ProvisionedAppxPackage -PackagePath:C:\temp\Microsoft.Windows.Photos_2020.20120.4004.0_neutral_~_8wekyb3d8bbwe.AppxBundle /SkipLicense Windows Calculator Copy Source Files Copy the following files from \\saai-gdmlp01\PROD\_APPX-Packages\Windows10\Calculator to c:\temp\ on the client PC Microsoft.VCLibs.140.00_14.0.30035.0_x64__8wekyb3d8bbwe.AppxMicrosoft.WindowsCalculator_2020.2103.8.0_neutral_~_8wekyb3d8bbwe.AppxBundle Remove corrupt application Run the following command in powershell as administrator Get-AppxPackage -Name Microsoft.WindowsCalculator -AllUsers -PackageTypeFilter Bundle | Remove-AppxPackage -AllUsers Install Application Run the following command in powershell as administrator Add-AppxPackage C:\temp\Microsoft.VCLibs.140.00_14.0.30035.0_x64__8wekyb3d8bbwe.Appx DISM.EXE /Online /add-ProvisionedAppxPackage -PackagePath:C:\temp\Microsoft.WindowsCalculator_2020.2103.8.0_neutral_~_8wekyb3d8bbwe.AppxBundle /SkipLicense Snip & Sketch Copy Source Files Copy the following files from \\saai-gdmlp01\PROD\_APPX-Packages\Windows10\Snip&Sketch to c:\temp\ pm the client PC Microsoft.UI.Xaml.2.4_2.42007.9001.0_x64__8wekyb3d8bbwe.Appx Microsoft.VCLibs.140.00_14.0.30704.0_x64__8wekyb3d8bbwe.Appx Microsoft.ScreenSketch_2020.814.2355.0_neutral___8wekyb3d8bbwe.AppxBundle Remove corrupt application Run the following command in powershell as administrator Get-AppxPackage -Name Microsoft.ScreenSketch -AllUsers -PackageTypeFilter Bundle | Remove-AppxPackage -AllUsers Install Application Add-AppxPackage c:\temp\Microsoft.UI.Xaml.2.4_2.42007.9001.0_x64__8wekyb3d8bbwe.Appx Add-AppxPackage c:\temp\Microsoft.VCLibs.140.00_14.0.30704.0_x64__8wekyb3d8bbwe.Appx DISM.EXE /Online /add-ProvisionedAppxPackage -PackagePath:c:\temp\Microsoft.ScreenSketch_2020.814.2355.0_neutral___8wekyb3d8bbwe.AppxBundle /SkipLicense Yourphone Copy Source Files Copy the following file from \\saai-gdmlp01\PROD\_APPX-Packages\Windows10\Yourphone to c:\temp\ on the client PC Remove corrupt application Get-AppxPackage -Name Microsoft.YourPhone -AllUsers -PackageTypeFilter Bundle | Remove-AppxPackage -AllUsers Install Application DISM.EXE /Online /add-ProvisionedAppxPackage -PackagePath:C:\temp\Microsoft.YourPhone_2020.923.45.0_neutral___8wekyb3d8bbwe.AppxBundle /SkipLicense Windows Fax and ScanRemove corrupt application Go to System > Optional Features and Remove application of Windows Fax and Scan if it is present.Install application Run the following command in evelated Powershell:dism /Online /Add-Capability /CapabilityName:Print.Fax.Scan~~~~0.0.1.0 If the steps do not solve the issue, assign it to GIO-EUS-SD-EUROPE-L1.5 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: Windows application is working correctly. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:SPAIN and PORTUGAL SYMPTOMS: The user is calling because of an issue on Milena/Milenaweb/Seresco website. BEFORE YOU START: Milena is an HR application used mainly in Spain and Portugal and it`s not managed by Helpdesk or any MMS group. Users usually call in relation with the Milenaweb website. Username is the "HR Number", it can be found in https://carm.apps.airliquide.com/Carm/CarmInit.do > My Information > User information. STEPS: - Connect remotely to user`s PC and check if it`s a browser issue. - If browser troubleshooting (ex. cookie reset) doesn`t solve the issue, redirect to local HR. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Functional / Technical Issue Resolution Notes: Milenaweb website working properly or User was directed to contact local HR. MAKE SURE TO OPEN A SHOW WHERE TO GO REQUEST IN CASE YOU DIRECT USER TO LOCAL HR TICKET TYPE: Incident / Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Group manager settings in Google Groups. STEPS: In June 2019, the settings section of Google Groups has been changed to make managing groups easier. As a result, settings with similar functionalities has been combined and some settings that were rarely used are removed. These changes might have affected the existing groups and the groups manager users create. Related documentation you can share with user: https://support.google.com/a/answer/9191148# Instead of the the previous 20+ settings to manage membership, content, and metadata, there are 3 new settings: - Manage Members - Moderate Content - Moderate Metadata How the new settings work: - The new settings grant all of the merged permissions to a user - The separate settings have been merged for each main setting (Manage Members/Moderate Content/Moderate Metadata) and assigning an individual permission that's been merged is not possible anymore (For example, a user can't have only the permission to invite members). - All of the permissions that are merged, such as Add Members and Add Topic, are no longer available in the Groups interface. Only group members will be able to move topics into the group or create tags. Any other users (for example, all users in your organization) will no longer have the permissions such as Move Topics In and Enter Free Form Tags. New Manage Members setting: The new setting, Manage Members, controls who can add members to a group and change a member's role. The following permissions are merged into the Manage Members setting. Users who have the new setting turned on can perform all of these tasks: At the release of the new settings, the Manage Members setting will be turned ON or OFF for members, based on their previous settings: ONMembers who had all the member management permissions (listed in the table) turned on. OFFMembers who didn't have all member management settings turned on. IMPORTANT: If members did not have all of Manage Members permissions before, they have totally lost permission to manage members at the release of the new settings. New Moderate Content setting: The new setting, Moderate Content controls who can post, approve, and delete group messages and manage group conversations (topics). The following permissions have been merged into the Moderate Content setting. Members who have the new setting turned on can perform all of these tasks below: At the release of the new settings, the Moderate Content setting will be turned ON or OFF for users, based on their previous settings: - ONUsers who had all content moderation settings (listed in the table) turned on. - OFFUsers who didn't have all content moderation settings turned on. IMPORTANT: If users did not have Moderate Content permissions before, they have lost permission to moderate content. New Moderate Metadata setting: The new setting, Moderate Metadata controls who can tag or categorize content, assign topics to members, and mark topics as favorites or duplicates. The following permissions will be merged into the Moderate Metadata setting. Users who have the new setting turned on can perform all of these tasks: At the release of the new settings, the Moderate Metadata setting will be turned ON or OFF for users, based on their previous settings: - ONUsers who had any of the content metadata settings turned on. - OFFUsers who didn't have any of the content metadata settings turned on. IMPORTANT: Because users has got all the permissions included in the Moderate Metadata setting, some users might have gained access to metadata settings they didn't have previously. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GroupsContext: Assistance needed with configuration of Group Manager Settings In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
administrator, airliquide, balazs@eu, benjumeda-sc, com, content, corp, english, google, group, groups, israel, kristof, manage, manager, managers, members, metadata, moderate, new, new google groups settings for group managers, settings
NaN
KB0039173
SIRA - Request Validators Rights
English
kristof.balazs@eu.corp.airliquide.com
113
Niklas PAULSSON-SC
Uncategorized
Published
2025-07-30 11:08:55
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
9
2025-06-18 11:18:40
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: A site needs to assign new validators to the site in case no one has been yet assigned or if the previous validator(s) has left. BEFORE YOU START: Only for validators, typically plant manager and LCSO. STEPS: Redirect user to raise the following GIO Catalog request: Mass users information update Path: Home > All Catalogs > GIO Services > Business Apps Foundations > Identity & Access Management > CARM > CARM - Mass users information update LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITCorner Assistance request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: For Ivanti troubleshooting you need to provide to the resolver teams a log file from Ivanti. This is necessary when the Ivanti dialog box does not appear after clicking on the connection button. BEFORE YOU START: Check the followings: user doesn`t have an activated OKTA account -> CARM the user does not have a 1time pass account (to be added in CARM)user has no SRA account role => CARM the user does not have an SRA role (to be added from CARM)user is typing 1 time pass pin code instead of the code generated by OKTA If all the checks are done it is necessary to see with the GIO-SEC-PSS-RUN-L2_L3 team which manages the SRA tagged in BS Ivanti. (GIO-SEC-AD-AUTHENTICATION SERVICES-L2 manages 1time pass) STEPS: 1.If user is not in the office - Verify if e-mail address is correct - Check in AD if the user is member of any "SRA SG" group in Active Directory: FOR EUROPE: SRA_SG_STDUSER-EU_P (if user is standard user) PLEASE NOTE: SRA_SG_Partners-EUDC-EU_P is for CITRIX, if user uses Ivanti, he needs to be member of the standard group. FOR AMERICAS: SRA_SG_STDUSER-AM_P or UG-VPNSSL-STDUSER If he is not member of any group user or user manager need to request SRA in CARM. 2. For BIS HOMECARE users follow: KB0011551 3. If still KO, follow below: In Windows, collect information as described below: Enable detailed log levelReproduce the issueCollect screenshot connection step and Ivanti client statusSave the logs and attach them to the ticket: LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: Hostname Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
airliquide, appear, authentication, balazs@eu, box, com, corp, dialog, does, english, error, file, gregoire, home, identifying, ivanti, kristof, log, not, okta, penet, pulse, pulse log file for identifying the pulse issue by the resolver team, rejected, resolver
NaN
KB0048984
ISADOM - not possible to launch/start the application - if not solved on L1
English
kristof.balazs@eu.corp.airliquide.com
24
Nicolas REGEASSE
Uncategorized
Published
2025-09-09 9:37:48
5
GIO Service Desk
NaN
#########
NaN
BHC - Isadom
NaN
NaN
NaN
3
2025-09-09 9:34:33
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling because when he open Isadom, it gives an error message that it's not compatible and can't be started.When ISADOM starts on the computer there is a message saying that Cette application ne peux pas s'exécuter sur votre PC, pour trouver une version pour votre PC, renseignez-vous auprès de l'éditeur de logiciels (Win10) POSSIBLE CAUSES: These messages are present when the installation of a new version of ISADOM goes wrong or has been stopped in progress BEFORE YOU START: Please follow KB0013637 STEPS: Create an incident to BHC - ISADOM LOGGING CATEGORISATION: Business service: BHC - Isadom Configuration item: ISADOM - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BHC - ISADOM TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
32, airliquide, application, balazs@eu, bit, cette, cette application ne peux pas s'executer sur votre pc, com, compatibility, corp, english, executer, hardware, if, isadom, isadom compatibility error, isadom windows 32 bit, kristof, l1, launch, ne, nicolas, not, pas, pc, peux, possible, regeasse, software, solved, start, sur, votre, windows
NaN
KB0043818
Ivanti - Europe zone connection failed / Gateway issue persists after client reinstallation
English
kristof.balazs@eu.corp.airliquide.com
120
Hamza MOKHTARI
Uncategorized
Published
2025-09-11 11:28:56
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
15
2025-09-11 11:27:53
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she is unable to establish connection via the zone "Europe". The Ivanti client has been reinstalled already but the issue persists. BEFORE YOU START: Make sure you already followed KB0014922. STEPS: Assign the incident to either L1.5 or to the Onsite support. for EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 For AMER/ APAC: Onsite Support LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: Hostname of pc Category: Application Subcategory: Bug / Defect Assignment group: for EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5For AMER/ APAC: Onsite Support TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 or OSS
ISADOM - EM "Connection not private" - steps to L1
English
kristof.balazs@eu.corp.airliquide.com
20
Nicolas REGEASSE
Uncategorized
Published
2025-09-09 8:12:28
5
GIO Service Desk
NaN
#########
NaN
BHC - Isadom
NaN
NaN
NaN
25
2025-09-09 8:10:14
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:HOMECARE SYMPTOMS: When user tries to connect to Isadom, he gets an error message "Connection is not private". BEFORE YOU START: 1. Restart the PC STEPS: 1. Click on advanced Settings and continue.2. CITRIX pop-up authentication will be there. BEFORE YOU START: 1. Restart the PC LOGGING CATEGORISATION: Business service: BHC - Isadom Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User contacts us because there are some changes on Windows that might: Not let turn on Mobile Hotspot Not let select a network on the lock screen Not see on the logon screen the list of connected users Application and Popup notifications on the lock screen no longer appear Geolocation Service will turned off if no longer active POSSIBLE CAUSES: New Security Policies applied to Air Liquide computers BEFORE YOU START: About this changes, is only needed to inform end users about the changes applied and that they were applied for security reasons. The communication was sent to all Air Liquide users by email. STEPS: Windows Mobile Hotspot Service is no longer active Network Selection User Interface on the Lock Screen will no longer be available OLD NEW The Logon Screen will no longer enumerate any connected users on computers Application and Popup notifications on the lock screen will no longer appear Geolocation Service will be turned off if no longer active LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Devices Subcategory: Operating System Resolution Notes: User was informed that these are expected changes due to the new security policies applied to AL computers. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
able, airliquide, balazs@eu, changes, com, corp, english, gaite, geolocation, geolocation service, hardware, hotspot, kristof, laptop, list, list of users, lock, lock screen, logon, logon screen, martin, network, new, not, not able, notifications, pc, policies, popup, popup notifications, screen, security, select, select a network, service, software, unable, unable to use, use, users, wifi, windows
NaN
KB0013106
Screen - How to rotate screen display
English
kristof.balazs@eu.corp.airliquide.com
103
Maik GERHARDS
Uncategorized
Published
2025-07-30 11:34:26
6
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
108
2025-05-23 15:10:52
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling because he would like to Rotate his screen. STEPS: Hit CTRL + ALT + Up Arrow and your Windows desktop should return to landscape mode. You can rotate the screen to portrait or upside-down landscape, by hitting CTRL + ALT + Left Arrow, Right Arrow or Down arrow or if it does not work Right-click on the desktop and select Display settings.Select the preferred screen orientation under the Orientation tab.Click Apply and select Keep changes. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Operating System Resolution Notes: We rotated the screen in the Display settings. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Ivanti - User Working from home getting error "Cancelled"
English
kristof.balazs@eu.corp.airliquide.com
97
Maik GERHARDS
Uncategorized
Published
2025-09-11 11:32:44
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
78
2025-09-11 11:30:39
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: "Cancelled" error in Ivanti when user working from home - most possibly user not recognised that is not connected to any network at all, when connected to network, able to connect to Ivanti. BEFORE YOU START: Check the followings: user doesn`t have an Okta account -> CARM the user does not have a 1time pass account (to be added in CARM)user has no SRA account role => CARM the user does not have an SRA role (to be added from CARM) If all the checks are done it is necessary to see with the GIO-SEC-PSS-RUN-L2_L3 team which manages the SRA tagged in BS Ivanti. (GIO-SEC-AD-AUTHENTICATION SERVICES-L2 manages Okta) STEPS: -Ask user to connect to check his internet connection. -Ask the user to check if they had plugged rightly all the cables and the lights are on " green or yellow", and, besides whether the internet is working properly. -Example: Search on Google if user can open anything page *Notes: if the cable are plugged correctly, full wifi signal, and there is no data transfer, is more likely to be an issue with the internet provider. Advise the user to contact his/her internet provider. LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Category: Application Subcategory: Functional / Technical issue Resolution Notes: Service desk has been assisted the user to troubleshoot the issue. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User calls asking to have access to M3H (previously MOVEX) link for "Transfert des pièces-jointes BEFORE YOU START: People within Air Liquide that use this Application today: Entities: FR-ALHIST FR-ALEHOS DEVELOPMENT FR-ALEHOS SERVICES FR-PHARMADOM-ORKYN FR-VITALAIRE FR-DINNO SANTE FR-ADAIR FR-ADEP FR-ARAIR ASSISTANCE FR-CDM E-HEALTH What ID is used to login: windows id (SSO) STEPS: Please create shortcut on user's desktop by copying the following link: ORKYN : http://fr-s-alsd-ias/Uploads020 VITALAIRE : http://fr-s-alsd-ias/Uploads030 DINNO Santé : http://fr-s-alsd-ias/Uploads060 ADAIR : http://fr-s-alsd-ias/Uploads070 CDM : http://fr-s-alsd-ias/Uploads110 In case of incident follow KB0043822. LOGGING CATEGORISATION: Business service: BHC - OPS - M3 Business management Configuration item: M3 - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Shortcut created on user's desktop TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Windows - software/application starts up automatically
English
kristof.balazs@eu.corp.airliquide.com
46
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:34:31
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
25
2025-05-22 12:14:54
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that an application starts up automatically when Windows starts. He/she does not wish that certain application starts by default. POSSIBLE CAUSES: The .exe file of the application is present in the Startup folder STEPS: Windows10: 1. Go to C:\Users\Username\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup 2. Delete the icon of the concerning application 3. Restart the computer Windows11: 1. If the above path is not visible on a Win11 computer, open Startup Apps from windows search and disable the given program with admin rights . LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Application Subcategory: Support / Assistance Resolution Notes: Set application to not be opened automatically. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to transfer data from Citrix to local PC, as he/she cannot just copy paste files from and to Citrix Desktop to local desktop. STEPS: User's local desktop can be accessed from Citrix following this path: Network tab in Windows Explorer \\Client\C$\Users\User'sName\Desktop See below: LOGGING CATEGORISATION: Business service: For BIS Europe and all except: end users you have to use GIO - OPS - PaaS VirtualizationFor E&C end users you have to use BEC - XEN InfrastructureFor BIS HHC : BHC - Other applications Category: Application Subcategory: Support / Assistance Resolution Notes: We assisted the user to access their local desktop from Citrix. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Microsoft Office error - The operating system is not presently configured
English
kristof.balazs@eu.corp.airliquide.com
56
Maik GERHARDS
Uncategorized
Published
2025-10-07 15:18:20
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
9
2025-10-07 15:17:17
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:*EU FR* ENTITY:*ALL* SYMPTOMS: User is unable to open MS Word and Excel due to "the operating system is not presently configured" error POSSIBLE CAUSES: Word, Excel and Power Point in Apps should be correctly configured BEFORE YOU START: Ask for the hostname and or IP adress of the PC. User's machine should be connected to the Internet (giolac) / to the AL nw. We need to take over the PC. STEPS: Connect to user's PC, repair Word, Excel and Power Point in Apps settings, reboot PC and test it LOGGING CATEGORISATION: Ticket template to be used: - Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Application Subcategory: Bug / Defect Assignment group (if not L1): L1 FCR TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs@eu, com, configured, corp, english, gerhards, kristof, maik, microsoft, microsoft office; ms office; error the operating system is not presently configured, ms, not, office, operating, presently, software, system
NaN
KB0034550
Office Telephony - Change the Phone Number
English
kristof.balazs@eu.corp.airliquide.com
188
El Bakkal KAMAL-SC
Uncategorized
Published
2025-09-29 14:56:53
7
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
29
2025-05-23 10:58:47
#########
NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:AMER & EU ENTITY:ALL SYMPTOMS: The user submitted a request with type of order Manage an Office Telephony profile in My IT Corner to change his/her phone number for the softphone profile. STEPS: In case the user wants to change the phone number of his webex account, he will create the request and provide you with these information: Site of attachmentRequested for ( The name of the person to which the profile to be modified is assigned to), his manager,phone number, email, location and entity.type of order modify a softphone profilethe current phone number assigned to his webex account.The new phone number he wants to assign to his webex profile ( you will find it under Please indicate the new number you wish (must be a phone number associated with the same site) 1. Open the related RITM/CATTASK ticket in the Unassigned queue or via user`s ticket history 2. Open the task and go to Item variables 3. Copy the email address of the user: 4. Go to Webex Control Hub ? Users ? Search with users email address: 5. Click on the users account ? Calling ? Directory numbers: 6. Click on the current number: 7. Select the new number the user wants and enter the extension ( The last 4 digits of the number you have selected) and click on save. 8. Go back to MMS to close the request: change the state from open to: closed completeassign the task to youadd a closure information: example: Users Webex phone has been changed. NOTE: In case the CATTASK needs to be pended due to any reason, put the state of the request to "Planned with user". LOGGING CATEGORISATION: In case of blank ESS Incident submitted by the user: Business service: GIO-NET-Office Telephony Category: Application Subcategory: Support / Assistance Assignment group: L1.5 Resolution Notes: Users Webex phone has been changed. TICKET TYPE: Request ARTICLE TYPE: Process TEAM: L1.5
ISADOM - still cannot find the SQL server locally installed on the PC after troubleshooting
English
kristof.balazs@eu.corp.airliquide.com
12
Nicolas REGEASSE
Uncategorized
Published
2025-09-09 14:49:19
5
GIO Service Desk
NaN
#########
NaN
BHC - Isadom
NaN
NaN
NaN
1
2025-09-09 14:46:24
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: When user try to recover a local database he has a message that says : The local Is@naut data server is not installed or can not be reached and the troubleshooting performed as per KB0013656 did not solve the issue. BEFORE YOU START: Follow the steps on KB0013656. STEPS: If the steps on KB0013656 did not work, assign the incident to BHC - ISADOM. LOGGING CATEGORISATION: Business service: BHC - Isadom Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BHC - ISADOM TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is unable to access AODocs Cannot connect to AODocs Nothing happens when clicking on an AODocs document to open it Getting error: "Can't perform update while an update is already running" POSSIBLE CAUSES: Chrome browser may have corrupted data BEFORE YOU START: Known issue from Chrome browser and not from AODocs. User needs to sign in to their Air Liquide email to access to AODocs. STEPS: Check if able to access to AODocs by opening a new private (incognito) window of your browser. If yes: 1. Clear your browser cookies and cache 2. Close/restart your browser and try again from a normal Chrome window If not: 1. Clear your browser cookies and cache 2. Close the browser 3. Reinstall Chrome with the latest version (Chrome MSI for Windows) Or: 1. Clear Chrome's cache and cookies 2. Close all the active browser sessions 3. Re-login and check if that help. 4. Log out of Google account, the one that you are using for Bulk Updater, then log back in. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Aodocs - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-DWP-AODOCS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L3
Windows - Slowdown after CUP Update - High disk usage
English
kristof.balazs@eu.corp.airliquide.com
503
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:34:34
7
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
134
2025-04-17 14:32:57
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: After a CUP Update there is significant slow down during the Window starting progress (after user login). Taskmgr shows a high usage of CPU/MEM/DISK. After some time the usage goes down and the system behaves normally. This KB is L1.5 / L2 scope. POSSIBLE CAUSES: 1.Cryptographic Service 2.Superfetch Service 3.Windows Update Service BEFORE YOU START: Check the disk usage in Task manager.Check if the user has enough free space on C: drive. STEPS: There can be multiple causes for the slow down during the start sequence. Apply the fixes below one after another to identify the root cause. 1.Cryptographic Service In some cases the cryptographic service causes performance issues during the start up. This can be fixed by cleaning the catroot2 folder. How to clean catroot2 folder Open a command prompt with elevated rights and run the following commands: net stop cryptsvc ren C:\windows\System32\Catroot2 Catroot2.old net start cryptsvc Reboot the machine and see if performance during start up has improved 2.Superfetch Service The Superfetch service reloads frequently used applications into the memory at the windows start up. This will usually speed up the launching of commonly used applications. However in some cases the preload functionality can cause significant slow down after login. Disabling the Superfetch Service will speed up the start up process but can result in slightly longer loading times when launching an application. Disable Superfetch Service To disable the superfetch service open services.msc with elevated rights and double click on the entry sysmain Select Disabled as the Startup type: Reboot the machine and check if the performance during start up has improved 3.Windows Update Service In some cases the Windows Update service can cause significant slow downs during start up. This can be fixed by cleaning both the catroot2 and SoftwareDistribution folder. 1.Clean SoftwareDistribution and Catroot2 Folder Open a command prompt with admin rights and run the following commands: net stop wuauserv net stop cryptSvc net stop bits net stop msiserver ren C:\Windows\SoftwareDistribution SoftwareDistribution.old ren C:\Windows\System32\catroot2 catroot2.old net start wuauserv net start cryptSvc net start bits net start msiserver Reboot the machine and see if performance during start up has improved. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Devices Subcategory: Operating System Assignment group (if not L1): Please assign the ticket to the relevant support team (L1.5 or L2) based on end-user's location TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5, L2
100, 100% memory, after, airliquide, balazs@eu, com, corp, cpu, cup, cup update, disk, disk usage, english, gerhards, hard, hard disk, hardware, high, high disk usage, kristof, l1, l1.5 scope, maik, memory, pc, scope, slow, slowdown, slowness, slowness after cup, slowness after update, software, update, usage, windows
NaN
KB0039213
Isadom - SMART application issue
English
kristof.balazs@eu.corp.airliquide.com
24
Nicolas REGEASSE
Uncategorized
Published
2025-09-09 14:43:14
5
GIO Service Desk
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NaN
BHC - Isadom
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NaN
NaN
10
2025-09-09 14:41:33
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NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: The SMART app user (ARAIR or ADEP) is having trouble authenticating to the SMART app. BEFORE YOU START: The SMART application is a web application that works on smartphones from a browser (like chrome) The authentication problem may be related to the browser cache which should be "purged" / cleared. Here are the steps to follow to get there from your smartphone. STEPS: After performing these operations, retry a connection to SMART, also making sure that you are using the correct login/password *For more information please check the following guide https://docs.google.com/presentation/d/1mSpHbtyFroDI-L2Jw3VsgJwR1ezM7GmtqV4F_gYSgUI/edit#slide=id.g13f93079f51_0_0 If the troubleshooting does not solve the issue, assign it to BHC - Support - L1. LOGGING CATEGORISATION: Business service: BHC - Isadom Configuration item: Isadom - Prod Category: Application Subcategory: Functional / Technical issue Resolution Notes: User was assisted with the Isadom - SMART application TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Europe ENTITY:BIS EUROPE SYMPTOMS: User can not access to Medallia Example of error messages ?????????? POSSIBLE CAUSES: 1.User has no access to Medallia. 2.User is facing OKTA related issue as Medallia is using OKTA SSO connection type 3.Google chrome browser related issue BEFORE YOU START: Make sure that the user has access to Medallia Medallia is a feedback and customer survey related app , associated with Salesforce Link for Medallia : https://airliquide.medallia.eu STEPS: Scenario 1 : User has no Medallia access 1. They need to contact the CX champion or Voice of Customer project manager in their entity. 2. If they cannot locate this person, they can contact customerexperienceteam@airliquide.com Scenario 2 : Use has Medallia access -Recreate Google Profile as per KB0039791 -Reset OKTA on the user's PC as per : KB0028471 If still KO follow KB0042782 LOGGING CATEGORISATION: Business service: Customer relationship Management Configuration item: Hostname Category: Application Subcategory: Access / Rights Resolution Notes : After recreating Google Chrome Profile / Resetting OKTA , user can access to Medallia interface. or Guided the user to contact the CX support via email on customerexperienceteam@airliquide.com in order to create Medallia account. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:POLAND ENTITY:BIS EUROPE SYMPTOMS: User from PL-AL POLAND/PL-ALKAT is calling regarding Cisco Finese. STEPS: Ciusco Finese is call center management in customer service managed by Konrad Bochen LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Support / Assistance Assignment group: PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
ISADOM - EM "Connection not private" - if it's not solved as KB0013634
English
kristof.balazs@eu.corp.airliquide.com
12
Nicolas REGEASSE
Uncategorized
Published
2025-09-09 8:09:22
5
GIO Service Desk
NaN
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NaN
BHC - Isadom
NaN
NaN
NaN
3
2025-09-09 8:08:08
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NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:HOMECARE SYMPTOMS: When user tries to connect to Isadom, he gets an error message "Connection is not private". BEFORE YOU START: Please follow KB0013634. STEPS: If you unable to solve the issue as per KB0013634, create an incident, and assign it to BHC - ISADOM LOGGING CATEGORISATION: Category: Application Subcategory: Support / Assistance Assignment group : BHC - ISADOM TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: MacOS computers have also received the CORTEX, currently on standby mode, and block mode will soon be enabled BEFORE YOU START: MacOS computer is managed in the Workspace console STEPS: Cortex is mass-installed on all enrolled MacOS You can see how the cortex looks: Note: for Europe/ AMEI in case of any issues route to GIO-EUS-SD-EUROPE-L1.5 Steps for Cortex reinstallation: Cortex is protected by anti-tampering, so to uninstall it we need a token generated from the console. create an incident task for the security team to get the token. Remote the device from the workspace console and ask for a remote control once connected. Navigate to the path where the uninstallation tool is located: Click on Go to folder Searching using this path: /Library/Application Support/PaloAltoNetworks/Traps/bin Double-click on the tool to run Type in the token provided ( it is not possible to see the characters in this field) Ask the user to authenticate with their Mac password You will see a notification indicating that the uninstallation was done after a few seconds The workspace console will launch the installation. To speed up the process you can synchronize the Mac or search Cortex in the app list on MDM and click on install again. After a few seconds, you'll see a notification that Cortex is installed. Make sure to click on check now and then open cortex to check if the protection is enabled LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mac OS Configuration item: (if applicable) Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 Resolution Notes: Cortex application is installed and configured on your Mac TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
LAN/Internet - Network issue management for E&C Krakow - 1 user
English
kristof.balazs@eu.corp.airliquide.com
34
Lukasz KACZMARCZYK
Network / Connectivity
Published
2025-10-06 14:27:22
5
GIO Service Desk
NaN
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NaN
BEC - Network
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NaN
NaN
13
2025-10-06 14:22:34
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BEC-INFRA-EUDC-L3
COUNTRY/REGION:Poland ENTITY:BIS E&C SYMPTOMS: User is calling to report a network issue from E&C Krakow. One user affected by LAN/Internet issue. SCOPE: Entities: PL-EC-KRASites: PL008 BEFORE YOU START: Please ask: current location of a user (Country, City, Street address) to determine which AL site is affected(please bare in mind that a user maybe in business trip in other site [normally E&C users travels a lot])how many users are affected. STEPS: basic network troubleshooting to be performed: if the issue cannot be solved, assign the ticket to FS team for further investigation: BEC-EUS-FS-KRA-L2 If multiple users are affected, follow KB0048789 LOGGING CATEGORISATION: Business service: BEC - Windows Device Configuration item: Hostname Category: Devices Subcategory: Connectivity Assignment group (if not L1): BEC-EUS-FS-KRA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EUROPE ENTITY:ALSF, ALBI SYMPTOMS: SDbox support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) Gas analysis and truck loading solution for medical oxygen - 9 sites (7 in France + 2 in Belgium). The solution tracks gas quality and transfers from the industrial tank to the medical tank and truck loading and driver/vehicle authorizations. Each site is equipped with a driver's industrial PC. All sites are monitored by ALSF entity in France and ALBI entity in Belgium via a laptop installed application known as SDBox Portal. User access: Users can download the SDBOX portal on their laptop via the following link (clickonce link - http://id3ser-prd.142861704197.eu.aws.airliquide.com/sdbox/). Their login credentials are created and provided by ALSF or ALBI entity depending on their localization. STEPS: 1. Create an Incident ticket 2. Document as much information from the user regarding the concern as mentioned below full description of the issue or request Who (1 user or several others or all of them) Where (one site or several or all) When (date/hour) What actions lead to the issue (name of the screens, buttons used when operating) Is there any known conditions/operations (i.e. ongoing works on network)? Full error message if displayed 3. Assess the priority using below information - one or several clear full-screen pictures - urgency/criticity (can they work anyway ? Is there a degraded mode/ known workaround at their end ?) 4. Assign the ticket to the hub support group ALZ-EU-GCS-Production Assets-L2 LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: local: SD Box Plant name - PROD example: SD Box Dunkerque - PROD central: SD Box Central - PROD Category: Application Subcategory: According to the case Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
ISADOM - Transfer documents to TEMP Isadom, used in Citrix (HOMECARE)
English
kristof.balazs@eu.corp.airliquide.com
11
Nicolas REGEASSE
Uncategorized
Published
2025-09-11 11:08:03
5
GIO Service Desk
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NaN
BHC - Isadom
NaN
NaN
NaN
9
2025-09-11 11:06:43
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BHC - ISADOM
COUNTRY/REGION: Europe ENTITY: BIS HOME HEALTHCARE SYMPTOMS: The user needs to transfer some documents from his PC to the Isadom application, which is used in Citrix. This transfer is done by a share named TEMP STEPS: The shared TEMP folder is present on the ISADOM server ARAIR at address \\arairisadom\tempThe shared TEMP folder is present on the ISADOM server ADEP at address \\adepisadom\temp Share is purged every night at 00:00 To access it, simply open the TEMP share in the collaborator's explorer. Either \\arairisadom\temp for ARAIR users or \\adepisadom\temp for ADEP users It is quite possible and recommended to add the shortcut (2) to the employee's Quick Access. (1) LOGGING CATEGORISATION: Business service: BHC - Isadom Configuration item: ISADOM - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BHC - ISADOM TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
airliquide, balazs@eu, citrix, com, corp, documents, english, from pc, hardware, homecare, isadom, isadom in citrix, kristof, nicolas, pc, regeasse, temp, transfer, transfer documents, used
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KB0054972
Google Drive - Zscaler disclaimer when opening files
English
kristof.balazs@eu.corp.airliquide.com
140
NaN
Uncategorized
Published
2025-05-06 8:12:14
5
GIO Service Desk
NaN
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NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
33
2025-05-06 8:09:50
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NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Users are experiencing Zscaler disclaimer when trying to open files in Chrome browser through Google Drive. POSSIBLE CAUSES: Google Drive has set default file opening application Acrobat Reader extension that is blocked by Airliquide. STEPS: Remove Acrobat Reader as the Default App in Google Drive 1. Open Google Drive Open a web browser (Chrome recommended).Go to Google Drive.Log in with your Google account if prompted. 2. Access Google Drive Settings In the top-right corner, click on the gear icon ?? (Settings).From the dropdown menu, select Settings. 3. Navigate to Managed Apps In the left panel, click on Manage apps.Scroll through the list to locate Adobe Acrobat Reader. 4. Remove Acrobat Reader as the Default App Find Adobe Acrobat Reader in the list.Click on Options (or the three-dot menu, if available).Select Disconnect from Drive or Remove as default (depending on the option shown). 5. Confirm the Change If prompted, confirm your selection to remove Acrobat Reader as the default app.Close the settings window. 6. Verify the Change Open a PDF in Google Drive.It should now prompt you to choose an app instead of automatically opening with Acrobat Reader. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: DriveContext: Assistance needed with Google Drive In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, balazs@eu, blocked, com, corp, disclaimer, document, does, does not open, drive, english, extension, file, files, google, google drive, kristof, not, open, opening, pdf, pdf file, when, zscaler
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KB0013114
Mikado and Oracle - Mikado and Oracle should be used and work in Edge
English
kristof.balazs@eu.corp.airliquide.com
49
Daniela PJETRI-SC
Uncategorized
Published
2025-09-29 14:07:29
7
GIO Service Desk
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NaN
LI Finance
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NaN
NaN
30
2025-05-23 15:01:17
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EU-NWE-LI FINANCE
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Mikado and Oracle should open in Edge after the removal of IE STEPS: If user calls that he can not open Mikado and Oracle in chrome just in Edge we should inform user that these applications are supposed to open just in Edge (as per info of the business owner) LOGGING CATEGORISATION: Business service: LI Finance Configuration item: MIKADO ALFI-LI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was informed that Mikado and Oracle are supposed to be opened in Edge. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs@eu, chrome, com, corp, daniela, does, does not work in google chrome, edge, english, google, kite, kristof, mikado, mikado oracle not opening from kite tools page, mikado oracle works in edge, not, opening, oracle, page, pjetri-sc, should, tools, used, work, works
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KB0038826
DELL - renewal date of computers
English
kristof.balazs@eu.corp.airliquide.com
102
Dieter HEMING
Uncategorized
Published
2025-05-22 14:55:11
5
GIO Service Desk
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NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
36
2025-05-22 14:53:20
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GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: User is calling to enquire about the renewal date of his/her computer in the frame of the automatic "renewal wave" process. BEFORE YOU START: To estimate the renewal date of a given computers, we must check its "End of Life" date and we have to add minimum 3 months to it. STEPS: 1. Check the computer`s EOL date Select user`s computer under the "Configuration item" field and click the "info" buttonFind the "End of life" date 2. Add 3 months to the EOL date LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of pc Category: Devices Subcategory: Hardware Resolution Notes: We provided the date for the user. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Google Group - Become a member of a Google Group via CARM
English
kristof.balazs@eu.corp.airliquide.com
357
Vincent CAO
Uncategorized
Published
2025-07-30 6:11:53
6
GIO Service Desk
NaN
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5.00
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
309
2025-05-06 9:09:42
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GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to be a member of a Kite Group. STEPS: User can raise the request in CARM 1. Take over user's PC and open 'My Access' in his CARM 2. Then click 'Request new Kite group membership' 3. User has to click on 'Add' and type in the name of the Kite Group, then submit the request. Group owner or manager can add new members to the group also via CARM 1. Choose 'Kite Groups & Shared Folders on the main page of CARM 2. Then click on 'My Kite Groups' 3. Then, select the relevant group 4. Add the new member(s) Please note: Only the owner or the manager of a Google Group can add members! LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
airliquide, balazs@eu, become, become a member in a group, cao, carm, com, corp, english, google, group, how, how to be in a kite group, kite, kite group, kristof, member, membership, via, vincent
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KB0017341
Adobe - Stuck spinning, not loading
English
kristof.balazs@eu.corp.airliquide.com
276
Maik GERHARDS
Uncategorized
Published
2025-07-29 18:13:08
6
GIO Service Desk
NaN
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NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
84
2025-05-23 15:18:57
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GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: Adobe software (e.g. Adobe Captivate, Adobe Acrobat, etc) is stuck at loading, the small window keeps spinning Adobe software stuck spinning, after the first time it was installed, or even after software reinstallation --Mostly happens when the user had an older version installed before-- POSSIBLE CAUSES: Corrupt Adobe license files; these are not modified when reinstalling Adobe. BEFORE YOU START: 1. Ask the user when this was installed and if he was able to use it before or not 2. Ask the user for the ticket number where the Adobe software was installed OR look for it in user's ticket history 3. Check if the user has an assigned Adobe license by having the user login to https://account.adobe.com/ with his Air Liquide email If the user doesn't know his Adobe password, use the "forgot password" link to receive an email from AdobeOnce user logged in wait for the website to load, may take a few minutes STEPS: Adobe license troubleshooting steps: Close all Adobe programsOpen the Task Manager as admin, and go to the Details tab If the user has Creative Cloud installed, kill the "Creative Cloud" process and the "Adobe Desktop Service" processClose any Adobe processesIf it doesn't let you rename something below check the letter "A" for any other Adobe processes: Right click on the process > go to service(s)If the service selected is an Adobe service you must kill that process, if it is not highlighted it is not selected Navigate to C:\ProgramData\Adobe Rename SLStore folder to SLStore_old Navigate to C:\Program Files (x86)\Common Files\Adobe Rename SLCache folder to SLCache_oldRename Adobe PCD folder to Adobe PCD_old Navigate to C:\Users\username\AppData\Local\Adobe Delete OOBE folder Open the Adobe software to test itIf the program crashes when you open it, run it as Administrator and have the user login to his Adobe account from thereThen launch it as a normal user (without admin rights) , should be working now If still not working and the software has not been reinstalled, ensure the software is reinstalled at least once - can check with your SD2 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Bug / Defect Resolution Notes: Adobe application is working properly after troubleshooting TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:BIS E&C SYMPTOMS: User wants to have access to application. New account needed. STEPS: Assign request to BEC-PISA-L2 For PISA SALES - after the request is handled by L2 member and a new user account is created in PISA SALES CRM, the new user needs to get the PISA SALES CRM agent installed on their local machine. L2 member needs to assign Ad Hoc Request to the local IT team (as per the new user location) asking to install the software on users machine. LOGGING CATEGORISATION: Business service: BEC - PISA Configuration item: PISA SALES, PISA PLUGIN, Pisa Reports - PROD Category: Application Subcategory: Support / Assistance Assignment group: BEC-PISA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:PORTUGAL ENTITY:BIS EUROPE SYMPTOMS: User needs assistance to update the software Microsoft Dynamics Nav 2015 POSSIBLE CAUSES: The Navision team asked users that use Microsoft Dynamics Nav to update it. BEFORE YOU START: User must have the folder with the software source, which was provided by the Navision team. STEPS: 1 - Uninstall Microsoft Dynamics Nav from user`s PC on control panel. 2 - Install Microsoft Dynamics Nav 2015 from user`s source following instructions on the PDF NAV2015 AL PC installation guide. 3 - Go to Client User configuration inside the Navision folder and run the file: "Setup Nav" in the power Shell. 4 - Go to C>users>user folder> app data>Roaming> Microsoft> Microsoft Dynamics Nav> 80> Delete file called "Client User Setting" on the folder 5 - Ask user to test Navision with the credentials received by email. Is the credentials do not work, user should insert their username as INFUCARE\username. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Entreprise Apps Store Configuration item: hostname Category: Devices Subcategory: Application software Resolution Notes: Assisted user with upgrading the software that the user requested. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Google Drive - share document externally with labels
English
kristof.balazs@eu.corp.airliquide.com
51
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:58
6
GIO Service Desk
NaN
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NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
10
2025-07-29 7:32:05
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NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls for assistance on how to share files externally with third party users, partner in Google Drive. BEFORE YOU START: Please note: When user needs to share a document externally, the proper label should applied. Otherwise, it would not be possible to share a document. STEPS: 1. In the labels menu, select the a label Confident. Extern. Click label > View labels > select Confident. Extern. 2. After that, user will be able to share the document with any external email address/user. Fill out the email address of the user and click "Send" Click "Share anyway" LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: DriveContext: Assistance needed with sharing documents externally In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Steps to be done to allow external users to be member of a Kite Group. STEPS: 1- For the account creation (Carm request),Please refer to the link Below: https://airliquide.service-now.com/myitcorner?id=al_kb_article&sys_id=935a2699db7bab005ceee347489619ee 2- once the request is done and the account has been created, another request need to be raised via MyIT corner for the Purpose "Allow external members in kite Group". request Link : Add external members in a Google Group - myITCorner Important notes:Only manager(s) of the group(s) can raise this request.This option will allow the manager(s) of the group(s) to add external users from the Google Group interface.CARM team is managing all the actions LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITcorner Assistance request submitted TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
adresses, airliquide, allowing, balazs@eu, com, corp, distibution, english, external, external users google groupe distibution list externals external mail adresses, externals, google, groupe, groups, guest, jedidi-sc, kite, kristof, list, mail, members, users, zied
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KB0019390
Thetis - Access or functional issue (ALSF)
English
kristof.balazs@eu.corp.airliquide.com
67
Benyamin BENSALAH-SC
Uncategorized
Published
2025-10-08 11:12:47
5
GIO Service Desk
NaN
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NaN
Local Business Solution
NaN
NaN
NaN
52
2025-10-08 11:11:43
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NaN
BEU-CROSS DOMAIN
COUNTRY/REGION: Europe ENTITY: FR-ALSP SYMPTOMS: User has an access or functional issue in Thetis BEFORE YOU START: THETIS is a Treasury management System used by Air Liquide Santé France STEPS: Thetis is accessed via Citrix. No access to THETISIf the user cannot access Thetis repair or reinstall CitrixFunctional issue in THETISPlease collect all the relevant data and assign the ticket to the resolver team LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: THETIS - PROD Category: Application Subcategory: according to issue Assignment group (if not L1): FR-ALSF-TRN TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: FR-ALSF-TRN
COUNTRY/REGION:EU, AMEI ENTITY:CHECK BELOW ENTITIES: For ALEM: FR-ALFI ELFor AL UK: GB-AL UKFor ALFI Antille: FR-MARTINIQUE, FR-GUADELOUPEFor ALFI Réunion: FR-REUNIONFor AL South Africa: ZA-ALZA SYMPTOMS: Shipments modificationsUpdate assets valuesProblems with shipments integrationsInventory Validations Issues WAF problemsPersonalized reportsInfrastructure: Network / Slowness, Database, HHCSoftware Bugs, Limitations, Unhandled application errorHHC Soti Mobicontrol issues BEFORE YOU START: Please, assign the ticket to the Assignment group: ALZ-EU-GCS-Returnable Assets-L2 except when the request is about these three cases: Case 1. About Access Request and/or Password Reset: (Both for PROD and Pre-Prod)# For ALEM: Request to Guillaume GRANDJACQUES (guillaume.grandjacques@airliquide.com)For AL UK: Request to John KAMAU (john.kamau@alizent.com)For ALFI Antille: Request to Harry SAINT-ANGE (harry.saint-ange@airliquide.com)For ALFI Réunion: Request to Romuald ADELER (romuald.adeler@airliquide.com)For AL South Africa: Request to Thobeka MBATHA (thobeka.mbatha@airliquide.com) Please resolve the ticket after providing this information to the Requested By Case 2. About HHC Application Download: For ALEM: Link included on the Web Portal https://assetflow4el-eu.alizent.com/#/loginFor AL UK: Link included on the Web Portal https://energas-assetflow.airliquide.com/#/loginFor ALFI Réunion: Link included on the Web Portal http://assetflow4alr-eu.alizent.com/web/#/loginFor AL South Africa: Link included on the Web Portal https://assetflow4pty-eu.alizent.com/#/loginFor ALFI Antille: Link included on the Web Portal https://assetflow4alag-eu.alizent.com/web/#/login Please resolve the ticket after providing this information to the Requested By Case 3. Only for AL South Africa (ZA-ALZA):: about Trips not pushing to Assetflow or Trips not appearing on AF : Please assign the ticket to the MMS group "BAMEI-HUB-NAVISION-L1about the rest of cases: Please assign the ticket to the MMS group "ALZ-EU-GCS-Returnable Assets-L2 STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, Assess the priority 4. Assign the ticket to the hub support group ALZ-EU-GCS-Returnable Assets-L2 except in the metioned case 3: BAMEI-HUB-NAVISION-L1) LOGGING CATEGORISATION: Business service: ALZ - Returnable Asset Configuration item (depending on the entity) For ALEM: Assetflow ALEM (France) - PROD For AL UK: Assetflow Energas ALUK (UK) - PROD For ALFI Antille: Assetflow Antilles ALAG (France) - PROD For ALFI Réunion: Assetflow Réunion ALR (France) - PROD For AL South Africa: Assetflow PTY (South Africa) - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group: EU/AMEI: always ALZ-EU-GCS-Returnable Assets-L2 except in the metioned case 3: BAMEI-HUB-NAVISION-L1) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EU ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling because when he opens Isadom, it gives an error message that an update is available, please restart is@dom or having any other error message regarding update failure. Or User is facing problem because of any update failure of Isadom. POSSIBLE CAUSES: These messages are present when the installation of a new version of ISADOM goes wrong or has been stopped in progress STEPS: Possibility N°1: 1) Select BAO folder if the shortcut doesn't exist go to \\fr-s-alsd-file1\4A\ARAIR\BAO 2) Select _IT_ folder 3) Start ISADOM 4) Ask the user structure (ARAIR or ADEP with choice 0 or 1 -> Press ENTER) 5) Ask the user location (indicate the good choice in the menu 0,1,2,3.... -> Press ENTER) 6) Let ISADOM setup start automatically 7) After the installation, it will be propose to install additional component, it's not necessary to solve this problem 8) Ask the user to connect to ISADOM. Possibility N°2 Isadom keep on computer a save of the application in the folder C:\ISADOM_SAUVEGARDE Copy isadom.exe file from a previous version in folder C:\ISADOM start ISADOM, the installation of the update will be proposed again Let the update go to the END If it did not solved the issue please follow KB0043821 LOGGING CATEGORISATION: Business service: BHC - Isadom Configuration item: ISADOM - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: ISADOM updated TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs@eu, com, corp, english, failure, isadom, isadom update failure, kristof, new, new version of isadom, nicolas, regeasse, stoped, update, update stoped, version
NaN
KB0013063
WINDOWS - No access to Windows (NT) account at a specific time of the day
English
kristof.balazs@eu.corp.airliquide.com
46
Mehdi GASMI
Windows - Storage / Performance
Published
2025-07-30 11:34:25
7
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
30
2025-05-23 9:28:18
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User reported that at a specific time of the day or during a few hours (e.g. at night), he cannot open his NT session even if the password is correct. STEPS: Check user's AD account, choose the account tab and logon hours. It will give an EM saying that you do not have the right to do any change After clicking on OK, it will show the logon hours, when user can open his NT session. Assign the ticket to GIO-SEC-AD-AUTHENTICATION SERVICES-L2 and ask for full access. LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Category: Devices Subcategory: Operating System Assignment group: GIO-SEC-AD-AUTHENTICATION SERVICES-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
access, account, airliquide, al, balazs@eu, cable, cannot access windows even if the password is correct and connected to al network with cable, com, connected, corp, correct, day, english, even, evening, evening access, gasmi, if, kristof, mehdi, network, night, no, nt, nt session access in the evening, password, session, software, specific, time, wifi, windows
NaN
KB0024488
MC65/67 Scanner - issue summary
English
kristof.balazs@eu.corp.airliquide.com
27
Lukasz KACZMARCZYK
Uncategorized
Published
2025-10-07 15:01:16
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
6
2025-10-07 15:00:04
#########
NaN
BEU-CROSS DOMAIN
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: User from PL-AL POLAND/PL-ALKAT is calling to install/configure a MC65/67 Scanner for iAladin. STEPS: Create an incident and assign it to PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Support / Assistance Assignment group: PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
GIO-CS-AMER-Application and Desktop Virtualization
NaN
NaN
NaN
170
2025-05-23 9:33:26
#########
NaN
GIO-CS-AMER-CITRIX-L2
REGION:AMER ENTITY: BIS AMER SYMPTOMS: Wrong version of Citrix Workspace is installed BEFORE YOU START: Also check the version of Citrix Workspace to see if it needs to be updated STEPS: Clean Removal / Uninstall 1. Remove any existing Citrix installations before installing the most recent one Download the Receiver Clean-Up Utility from the official websiteExtract the ZIP file Or get it from \\sana-entp01\desktop admins\Citrix Run the Receiver Clean-Up Utility This will kill all Citrix processes and thoroughly uninstall Citrix Installation of the Citrix Workspace 2. Install the latest version of the Citrix Workspace Download the latest version from Citrix Workspace Navigate to the Downloads folderRun the Install.exe as administratorFind the Install.exe on the Task Manager Processes tab (or Details tab) Select it to keep track of itOnce it disappears, the installation will have finished Verify if the user is now able to open the Citrix application icons If still not Verify every older version of Citrix Receiver or Workspace was completely removed with the Clean Up Utility Tool Make sure the connection is stablished and that IPV6 is disable on all network adapters Pulse Secure Unstable Connection and IPv6 AME North LOGGING CATEGORISATION: Business service: GIO-CS-AMER-Application and Desktop Virtualization Category: Application Subcategory: Installation / Deployment Configuration item: For AL: Citrix XenApp AL - AMER - PRODFor Airgas: Citrix XenApp - AIRGAS - PROD Resolution Notes: Citrix Workspace (re)installed. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: User called to report that a purchase is not maintained in SAP UK application. STEPS: Assign an incident to GB-AL UK-TECHNOLOGY-L2. LOGGING CATEGORISATION: Business service: Cylinder Planning scheduling filling Configuration item: SAP UK - PROD Category: Application Subcategory: Bug / Defect Assignment group: GB-AL UK-TECHNOLOGY-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Google Groups - transfer ownership from terminated user
English
kristof.balazs@eu.corp.airliquide.com
246
Vincent CAO
Uncategorized
Published
2025-07-30 6:10:00
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
54
2025-05-06 15:05:20
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to transfer ownership of a Kite Group / Shared Mailbox that was owned by a terminated user. STEPS: SD advice user to obtain approval from the Manager of the terminated employee and ask if can transfer the ownership to another person via email. Once approved, attach the email approval to the ticket and assign to GIO-SEC-CARM-L2. LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Assignment group: GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling regarding CX (salesforce) application BEFORE YOU START: People within HHC France that use this Application today : - FR-ALHIST - FR-ALEHOS SERVICES - FR-DINNO SANTE- FR-ALEHOS DEVELOPMENT- FR-VITALAIRE This is only applicable to FR-VITALAIRE entity!!! for CX-Platform (SALESFORCE) SA VITALAIRE: KB0034648 - CX-Platform (SALESFORCE) - Access for CX-Platform (SALESFORCE) EU VITALAIRE: KB0038893 - CX-Platform (SALESFORCE) - functional issue for Salesforce EU: KB0011505 - SALESFORCE (BIS EUROPE) - Single Sign On Error STEPS: Access: Request account in CARM What ID is used to login (see CARM): - personnel username prenom.nom@airliquide.com.hhc.fr (example marie-cecile.bazonnard@airliquide.com.hhc.fr) personnel password creation at first connection. Works with OKTA authentication LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs access to a file or folder shared on Google Drive. When they try to reach it, they have the following error: STEPS: Ask user to click on "Request access". LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: DriveContext: Assistance needed with file or folder access request in Drive In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
OKTA - Pop-up does not appear in desktop application
English
kristof.balazs@eu.corp.airliquide.com
547
Mehdi GASMI
OKTA / Mobile Enrollment
Published
2025-09-29 14:45:40
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
411
2025-04-17 11:45:44
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When user is trying to authenticate with OKTA desktop application, the pop-up does not appear. BEFORE YOU START: Make sure that the OKTA desktop application is installed on the user's computer and it is activated. STEPS: TROUBLESHOOTING 1: 1. Look for OKTA desktop application's icon in the hidden icons:2. Right click on the icon, and select Quit.3. Relauch the authentication with OKTA, the pop-up should appear now.TROUBLESHOOTING 2:1. Open Task manager by right clicking on the Taskbar:2. In Task manager, go to the Details tab, and look for OktaVerify.exe. Right click on OktaVerify.exe and select End task. 3. Relaunch the authentication with OKTA, the pop-up should now appear. TROUBLESHOOTING 2.5: Please restart the computer after the first two TROUBLESHOOTING. If it is still not working, proceed with the 3rd below. TROUBLESHOOTING 3: 1. Go to Start menu -> Control Panel -> Programs and Features -> Click on Okta Verify and Uninstall. 2. You can reinstall OKTA from - prod: g_01422_okta_okta-verify-prod_3.10.1.0_ml_16- Marimba offline tool: g_01422_okta_okta-verify-prod_3.10.1.0_ml_16- BBCA: g_01422_okta_okta-verify-prod_3.10.1.0_ml_16 3. Relaunch the authentication with OKTA, the pop-up should now appear. LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: Stopped the Okta application and relaunched it. Afterwards, the pop-up for authentication appeared again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: 1. User cannot upload the data from Isadom database. 2. POSSIBLE CAUSES: The update may be blocked by Yourway. BEFORE YOU START: Make sure that user has privileged rights on Yourway. STEPS: User need to click with the right of the mouse on the icon of Isadom and to choose the option Run with Yourway. After this steps user will see this pop up requesting 'Run with higher privileges' If it did not solve the issue please assign the incident to BHC - ISADOM. LOGGING CATEGORISATION: Business service: BHC - Isadom Configuration item: ISADOM - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted with ISADOM TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AME ENTITY:BIS AMER SYMPTOMS: User is calling to report an incident concerning LCM application. STEPS: If the user ise reporting an issue with LCM, create an Incident ticket and assign it to LCM support group. LOGGING CATEGORISATION: Business service: BAM - ALHC - Apps Category:Application Subcategory: Support / Assistant Assignment group: BAM-APP-L2-ALHC-Apps TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: After opening Lotus Notes user cannot access any database. Therefore Lotus Notes ID file needs to be installed. STEPS: 1. Copy and Paste the Id file under path C:\\Program Files\Lotus\Notes\ 2. Open your lotus notes application 3. After filling credentials, Choose File -> Mobile -> Location 4. Double click and open Office(Network) 5. On appearing window, choose Advanced tab and then click on Edit Location button 6. Click on to search your user id file (as pasted on the path mentioned in step 1 ).Choose your id file and click Select. Then click on Save & Close 7. Close the lotus notes and open to check whether you the receive any error message. (if this does not allow to set the new id.path try these two steps: Go to File -> Security -> Switch ID, Then follow the same steps from Step 1 to Step 7) 8. Then Go to Choose File -> Database -> Open 9. Enter LN3/MesserUk in the server dropdown as below and click Open. (In case Database does not open under server LN3/MesserUk try it with user`s IP address) 10. You can then check opening any document under any database displayed in your window list. For example, Customer Query Database:- It should open without any error message LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with installing the ID file for Lotus Notes. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Poland ENTITY: BIS EUROPE SYMPTOMS: User from PL-AL POLAND/PL-ALKAT has no AutoCad license. STEPS: Assign an Incident to PL-AL POLAND-ONSITE-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Category: Application Subcategory: Access / Rights Assignment group: PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User calls that he/she needs to map a network drive or multiple mapped shared drives have been disappeared from the "Computer" window. BEFORE YOU START: Please always check if the user has access to the shared folder if NO please guide him/her to raise the access request in CARM or My It Corner. The migration of NAS servers to AWS is ongoing. Therefore, users might face issue with unmounted drives. To solve it, kindly clear the cache as per the followings: Delete folder Machine and User in this folder: %windir%\system32\GroupPolicy Delete Everything in this Folder: C:\ProgramData\Microsoft\Group Policy\History Restart the computer to re-apply the group policiesRemove the driveApply the GPO by gpupdate /force in CMD Please note: the GPO maps the drive belonging to user's location only! In case the user has access to several drives from different locations, please follow the steps below. STEPS: 1. Go Search Bar - This Pc 2. Click "Map network drive" in Computer tab 3. Select drive in the drop-down menu and specify the server and folder name next to "Folder" for example: \\NL-S-PERN01\Workgroup Please note: Users from the sites DE010, DE004 and DE025 should use the drives P and/or G! For the migrated server names please check KB0039372. 4. Click "Finish" LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System Resolution Notes: Assisted user with remapping the missing shared network drive. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User can not access Rescan as he sees an error message: "It is not possible to start your session at this moment, please contact your admin". BEFORE YOU START: User should already have the application installed on the PC, if he does not have follow KB0013563 STEPS: 1 - Make sure user`s Windows password is correct. If necessary guide user to change the Windows password in CARM (KB0012350) or change it in AD (KB0011363). 2 - Guide user to login to Rescan using his windows username and the windows password. 3 - If KO, guide user to login to Rescan using ALFRGIS\username and the windows password LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Access / Rights Resolution Notes: User could access ResScan. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, balazs@eu, cannot, com, connection, corp, english, france, gerhards, issue, kristof, login, maik, med, offline, printer, re, re scan, res, res med, rescan, resmed, resscan, resscan_5.8, scan, spain, wifi
NaN
KB0025738
Windows/Kite - data transfer if an employee is fired
English
kristof.balazs@eu.corp.airliquide.com
40
Vincent CAO
Windows - Storage / Performance
Published
2025-07-30 11:35:22
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
3
2025-07-30 8:30:11
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User/CARM approver is calling to report that a colleague of him/her has been fired and they whish to have the password for their Windows/Kite account. BEFORE YOU START: Inform the user that there is no way the Service Desk resets the Windows/Kite password of the fired employee!!! STEPS: 1. The user must contact the ISPC of their entity to manage the transfer of Windows/Kite data of the fired employee. 2. Also tell the user that the employee must be declared as leaver by HR in CARM in the meantime. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related lineExplanation: Guidance to ISPC In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Category: Application Subcategory: Support / Assistance Resolution Notes: We informed the user to contact the ISPC. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User can not open PDF achievements in Gmail because it opens in AODocs where they get the error message: STEPS: 1. After accessing Chrome settings, scroll down all the way and click on Advanced settings. 2. Search for content options right below. 3. Search for the PDF Documents tab 4. Enable "Open PDFs using a different application" 5. Reopen chrome. If still is not working try opening Gmail with labs disabled at this page https://mail.google.com/mail/u/0/?labs=0#settings/labs. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance needed with opening PDF attachments In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
COUNTRY/REGION:AMEI - SAUDI ARABIA ENTITY:SA-VITALAIRE SYMPTOMS: User needs access to SX (salesforce) application BEFORE YOU START: This is only applicable to SA-VITALAIRE entity for CX-Platform (SALESFORCE) FR HOMECARE: KB0023254 - CX-Platform (SALESFORCE) - Access / Installation / any functional issue (HOMECARE FRANCE) for CX-Platform (SALESFORCE) EU VITALAIRE: KB0038893 - CX-Platform (SALESFORCE) - Access/Installation/any functional issue (VITALAIRE - EU except FRANCE) for Salesforce EU: KB0011505 - Salesforce - SSO, key users, resolver groups, categorisations (EU) STEPS: Request account in CARMnotification email is sent to the end user -> informing him/her to create a password (link is expires in 24 hours) what if the link expires? -> adhoc ticket to HCDIT - CX - L2 reset password -> notification within the tool -> done in Salesforce tool What ID is used to login (see CARM): - personnel username (check in CARM) - personnel password creation at first connexion With Ivanti/ OKTA no username either password needed LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: HCDIT - Salesforce Configuration item: Salesforce (CX) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): HCDIT - CX - L2 TICKET TYPE: Request ARTICLE TYPE: Assignment TEAM: OSS
access, airliquide, amei, arabia, balazs@eu, brice, com, corp, cx-platform, english, homecare, kristof, ratajczak, sa, sa vitalaire, sa-vitalaire, salesforce, saudi, saudi arabia, sx, vitalaire
NaN
KB0014625
CRYO/PDP - connect to Citrix - My Remote Desktop session
English
kristof.balazs@eu.corp.airliquide.com
49
Zied JEDIDI-SC
Uncategorized
Published
2025-07-29 20:16:25
6
GIO Service Desk
NaN
#########
NaN
Technical Assistance
NaN
NaN
NaN
5
2025-06-18 11:25:06
#########
NaN
GIO-CS-SD-CITRIX-L2
COUNTRY/REGION:GERMANY, FRANCE, POLAND, PORTUGAL, UNITED KINGDOM ENTITY:CRYO, PDP* *DE-CRYOEXPRESS, FR-CRYO INTERNATIONAL, FR-CRYOEXPRESS, FR-CRYOGENICSERVICES, FR-CRYOLOR, FR-CRYOPAL, PL-CRYOEXPRESS, PT-CRYOPDP GLOBAL SERVICES, UK-PDP COURIER SERVICES LIMITED SYMPTOMS: User needs to connect to Citrix - My Remote Desktop session STEPS: You can send the user guide to the user or follow with the user the steps together as per the user guide: https://docs.google.com/presentation/d/1_E_7fxqKIgsf7Myh31tv1t3hMCDrH3yiv5pp1sUyQik/edit#slide=id.p5 Related KB(s): KB0014692 - [SITUATION SOLUTION]: CRYO/PDP - Any funcional issue or issue with credentials LOGGING CATEGORISATION: Business service: GIO-CS-EUR-PaaS Virtualization Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs@eu, citrix, com, connect, conned, conned to my remote desktop session on cryo citrix, corp, cryo, cryo citrix. citrix, cryo/pdp. cryo, desktop, english, jedidi-sc, kristof, my, pdp, remote, session, zied
NaN
KB0042855
Loop - unable to connect to Loop application
English
kristof.balazs@eu.corp.airliquide.com
22
Arnaud HENRI-SC
Uncategorized
Published
2025-10-07 9:02:07
5
GIO Service Desk
NaN
#########
NaN
GIO - LOOP
NaN
NaN
NaN
7
2025-10-07 8:59:44
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Provide a description of the problem the user is experiencing BEFORE YOU START: User should be able to access his Kite account. STEPS: 1 - Assist user to connect to his/her Kite account 2 - If KO, assist user connection troubleshoot OKTA as per KB0033786 or reset Google password as per KB0011752 (for Chromebook users) LOGGING CATEGORISATION: Business service: BCF - LOOP Configuration item: Loop - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: User could access Loop Application TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:BIS SEPPIC ENTITY:APAC & US Replaced by NIMBUS SYMPTOMS: End user would like to have access or have functional issue with MICROSTRATEGY BEFORE YOU START: Microstrategy (BI) is a software that able to filter all major relational databases and data warehouse vendors. It enables access to multidimensional databases and reports. The login is done automatically if the user is allowed to. Access: The request has to be made through MyITcorner. They are in the the category "Applications" in the sub-category "Operation tools > Healthcare". The request can also be find in the search bar with the name of the application. Example : MICROSTRATEGY -> https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=0fbdeae14fd41b009864ca1f0310c72c&sysparm_category=596222124ffc1380eaa6ab6ba110c7de modify a report request on MyITcorner: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=80be74244f4513c09864ca1f0310c7a1&sysparm_category=596222124ffc1380eaa6ab6ba110c7de URL: https://parisnt33.eu.corp.airliquide.com/MicroStrategy/asp/Main.aspx user guides: https://airliquide.service-now.com/myitcorner?id=kb_article&table=kb_knowledge&sysparm_article=KB0015125 STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, be careful if it is un access request (It is not an incident when a user says : I can't see ..., I no longer have access to ..., I could do before ..., etc...) create a ticket with the catalog request of the concerned application, copy the text in the comment, close the incident with the number of the request in the closing note and this comment "Access request is not an incident". If you don't be able to create the catalog request in the closure note put the link of the catalog request to use. 4. Assign the ticket to the group corresponding with the Business service LOGGING CATEGORISATION: Business service: BSE-BI-data-MICROSTRATEGY Configuration item: MICROSTRATEGY - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BSE-BI-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User can not login to Nehomes, after application update or unexpected logout or re-enrollment case. BEFORE YOU START: NEHOMES: you can share the GUIDE with the user Make sure that the user has already an account and he used before Nehomes application. User should have setup already security questions, and he should know the answers correctly. STEPS 1.Try to login with the default credentials. username: prénom.nom password: is on your KEEPASS 2. If default credentials did not work, try the reset password option, the user will be asked the security questions. 3.After answering correctly on the security questions , the user will be prompted to create a new Nehomes password LOGGING CATEGORISATION: Business service: BHC - FO - Homes France Configuration item: NéHomes - PROD Category: Application Subcategory: Access / Rights Resolution Notes: User was assisted to change his Nehomes Password TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs@eu, bhc, com, corp, english, first, first time, function, google, google map, gps, homecare, homes, issue, kristof, login, map, maps, nehomes, nehomes-, password, pda, pda homes, pda map, pin, question, reset, samsung, security, security question, time
NaN
KB0013629
ISADOM - First install on a PC
English
kristof.balazs@eu.corp.airliquide.com
40
Nicolas REGEASSE
Uncategorized
Published
2025-09-09 9:18:11
5
GIO Service Desk
NaN
#########
NaN
BHC - Isadom
NaN
NaN
NaN
84
2025-09-09 8:25:19
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User needs ISADOM installed on the PC. BEFORE YOU START: 1. Restart the PC STEPS: Access concerns 2 type of users: 1. User that have ISADOM application installed in the pc, and they work to patients buildings.2. User that use ISADOM application in CITRIX. KB0013627 Installation file is available in ISADOM, ARAIRISADOM and ADEPISADOM. ARAIR : \\arairisadom\ADSIsadom\isaMaJ ADEP : \\adepisadom\ADSIsadom\isaMaJ The file for installation is ISAMAJ.exe For reasons of speed and performance, the sources are deported to several servers: According to the site and entity (ARAIR, ADEP),we should use: ARAIR:site de Tours : \\ARAIRSRV1\adsisadom\isamaj\isamaj.exesite de Olivet / Orléans : \\oli_srv_01\adsisadom\isamaj\isamaj.exesite de Blois : \\blo-srv-01\adsisadom\isamaj\isamaj.exesite d'Angers : \\ang_srv_01\adsisadom\isamaj\isamaj.exesite de Bourges : \\brg_srv_01\adsisadom\isamaj\isamaj.exesite de Niort : \\nrt_srv_01\adsisadom\isamaj\isamaj.exesite de Chateauroux : \\cha_srv_01\adsisadom\isamaj\isamaj.exesite d'Ustaritz : \\ust_srv_01\adsisadom\isamaj\isamaj.exeADEP:site de Nanterre : \\172.31.68.5\adsisadom\isamaj\isamaj.exesite de Grigny : \\gri_srv_01\adsisadom\isamaj\isamaj.exesite de Chambly : \\cham_srv_01\adsisadom\isamaj\isamaj.exe site de Salouel: \\sal_srv_01\adsisadom\isamaj\isamaj.exe Explicative video describes steps to follow to install ISADOM, Is@service and ISANAUT http://bit.ly/30zK8cn LOGGING CATEGORISATION: Business service: BHC - Isadom Category: Application Subcategory: Installation / Deployment TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs@eu, com, corp, english, first, hardware, install, install of isadom on pc, installation, isadom, kristof, nicolas, pc, regeasse
NaN
KB0039650
Google Kite - Test domain access issues and other issues, questions
English
kristof.balazs@eu.corp.airliquide.com
80
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:58
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
41
2025-07-29 7:54:01
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: The user cannot access to test Google account (.......@test.airliquide.com) or has any other test account-related issues or questions. BEFORE YOU START: You will NOT be able to manage test accounts in GAST bot. This KB is applicable only for test Google accounts (domain: @test.airliquide.com) STEPS: If the user needs a password reset/ backup code for a test Google account: Create an Incident ticket and send it to GIO-EUS-GOPS-DWP-L2 (ask to send it to GIO-EUS-DWP-L4) Include the exact email address in the ticket. 2. If the user has any other request, question, or issue, regarding a test account: Please DO NOT send the ticket anywhere. The user should ask the Fly with Kite community: https://chat.google.com/room/AAAAYUrgLZc?cls=7 in Spaces In this case, close the Incident ticket LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-DWP-L4 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L4
access, account, airliquide, balazs@eu, com, corp, domain, email, english, google, harold, issues, kite, kristof, other, ousset, questions, test, test account, test domain, test email, test kite, test.airliquide.com
NaN
KB0010116
Citrix Applications Concerns
English
kristof.balazs@eu.corp.airliquide.com
988
Alfonso BIUSS
Uncategorized
Published
2025-07-29 20:16:23
6
GIO Service Desk
NaN
#########
3.67
GIO-CS-AMER-Application and Desktop Virtualization
NaN
NaN
NaN
503
2025-04-23 9:45:37
#########
NaN
GIO-CS-AMER-CITRIX-L2
REGION:AMER ENTITY:BIS AMER SYMPTOMS: The user cant Access Citrix based applications (Oracle, Core LIMS V7 PROD, etc.) BEFORE YOU START: Most of the Air Liquide applications require connection to specified Citrix Server. Thus, if the Citrix client (Workspace app or Receiver) and/or server are having issues, the connection will fail or lead to an error. Get the following information from the user: Identify first if the issue affects a single person only or multiple users Multiple users affected 1. Get the approximate head count of the affected user. 2. Check with application team if recently they have changed anything in their code or not. 3. All the users are located in same place or different region. STEPS: Mandatory for both single/multiple affected User is accessing from which location (US/EUR/India).Working from home or office.How user is accessing the application (Using Citrix Storefront/Partners access).Reboot user's laptop/desktop and then try to access the application.Are other colleagues of the user able to logon to that application?.Ask user to access the same application by using his co-workers laptop/desktop and get the result.User is able to ping & tracert the Citrix server with IP address & hostname (And get the result of the same)"Note: Provide text-based trace route only, no screen captures. Copy the trace details from CMD and paste to Notepad."What is the duration of the issue?.Is this a repeated issue? If yes when did it occur last time? (Last occurrence data is not mandatory, its only for reference).Does the issue occur after logging to computer or after logging to Citrix?.Get the Exact Application name and the Citrix server name on which user is trying to access. And get the Screenshot of the error message.If its a printing issue, whether users are able to print locally from their computer (can be verified by a printing test page or any data using Notepad application)?.If its a Citrix printing related issue, Please get the printer name and where that particular printer is installed (Printer name, Location of the printer).If its a network printer, Please try to ping the printer IP and get the result.Whether this is a new access request or already user had an access to the application. If new access request then follow proper process, get Business justification & manager approval. How to get the Citrix Server To get the citrix server, open the Connection Center via the citrix icon found in the computer system navigation tray at the lower right corner of the computer screen. The Connection Center will show the active Citrix Server the application is currently connected.There are cases where the Citrix Server is not present which happen when the server is down or not accepting connections. Just make sure it is explained on the ticket.However, not all issues fall to the server team to solve with. Please take note that there are also issues that are managed by the application team which can show symptoms on the server side. Thus the ticket can be reassigned to the appropriate application team or vice versa. LOGGING CATEGORISATION: Business service: GIO-CS-AMER-Application and Desktop Virtualization CI: CITRIX - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group: GIO-CS-AMER-CITRIX-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
Ivanti - 1319 authentication rejected error at home
English
kristof.balazs@eu.corp.airliquide.com
152
Gregoire PENET
Uncategorized
Published
2025-09-11 11:20:41
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
21
2025-09-11 11:18:06
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: For Ivanti troubleshooting you need to provide to the resolver teams a log file from Ivanti. This is necessary when the user receives "1319 authentication rejected by the server" error when trying to connect from HOME. BEFORE YOU START: Check the followings: user has an activated OKTA account user has SRA account role in CARM If all the checks are done it is necessary to see with the GIO-SEC-PSS-RUN-L2_L3 team which manages the SRA tagged in BS Ivanti. (GIO-SEC-AD-AUTHENTICATION SERVICES-L2 manages 1time pass) ONLY FOR BIS HHC: The cause can be the wrong email address, for example when email address changed for ALHIST and Vitalaire users, from firstname.lastname@airliquide.com the email is renamed to firstname.lastname@alehos.fr and firstname.lastname@vitalaire.fr As workaround the users (alehos and vitalaire) should try to use the new email address form. This can affect not just Ivanti but also other applications where email is the username. Please once user could connect to Ivanti with the workaround, check with user the other systems if problem to log in: drive, calendar, carm STEPS: 1.If user is not in the office - Verify if e-mail address is correct - Check in AD if the user is member of any "SRA SG" group in Active Directory: FOR EUROPE: SRA_SG_STDUSER-EU_P (if user is standard user) PLEASE NOTE: SRA_SG_Partners-EUDC-EU_P is for CITRIX, if user uses Ivanti, he needs to be member of the standard group. FOR AMERICAS: SRA_SG_STDUSER-AM_P or UG-VPNSSL-STDUSER If he is not member of any group user or user manager need to request SRA in CARM. 2. For BIS HOMECARE users follow: KB0011551 3. If still KO, follow below: In Windows, collect information as described below: Enable detailed log levelReproduce the issueCollect screenshot connection step and Ivanti client statusSave the logs and attach them to the ticket: LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: Hostname Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
1319, airliquide, appear, authentication, balazs@eu, box, com, corp, dialog, does, english, error, file, gregoire, home, identifying, ivanti, kristof, log, not, okta, penet, pulse, pulse log file for identifying the pulse issue by the resolver team, rejected, resolver
NaN
KB0020755
Kite Gmail - Delete sent email
English
kristof.balazs@eu.corp.airliquide.com
72
Harold OUSSET
Uncategorized
Published
2025-09-12 12:02:02
5
GIO Service Desk
NaN
#########
5.00
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
23
2025-09-12 12:01:48
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to delete a sent email. STEPS: This action cannot be performed. A message can only be recall for a few seconds by the user himself from the recall feature of his mailbox (https://support.google.com/mail/answer/2819488?co=GENIE.Platform%3DDesktop&hl=en). LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance needed with deleting a sent email In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User can not complete enrolment after factory reset, user is in a login loop process despite entering correct credentials, or the previous employee who used the phone has left the company or not reachable. BEFORE YOU START: Make sure Factory reset is properly done : Android Hard reset : KB0027607 STEPS: In case the Factory reset is done and the user is stuck completely in the login page '''Verify your account'' : Ask the user to request new mobile phone via MyITCorner Do not do the request on behalf of the user If the user is uncertain, ask him to speak with his manager and inform him that it is necessary to change the phone. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Europe/Poland ENTITY:BIS E&C SYMPTOMS: User from PL-AL POLAND/PL-ALKAT is calling to report a functional issue or Bug/Defect regarding functional issue Kerwin/Teleflo/Irio applications. BEFORE YOU START: These are Telemetry applications. STEPS: Create an Incident and assign it to PL-AL POLAND-TELEMETRY-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: KERWIN KERWEB POLAND - PROD / TELEFLO POLAND - PROD / IRIO - PROD Category: Application Subcategory: Functional / Technical issue Assignment group: PL-AL POLAND-TELEMETRY-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
ISADOM - not possible to use DAP option - Functional issue
English
kristof.balazs@eu.corp.airliquide.com
10
Nicolas REGEASSE
Uncategorized
Published
2025-09-09 9:41:46
5
GIO Service Desk
NaN
#########
NaN
BHC - Isadom
NaN
NaN
NaN
3
2025-09-09 9:38:43
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User called us because she is unable to use DAP option POSSIBLE CAUSES: Not enough rights on user Isadom account STEPS: Please assign the ticket (incident) to BHC - ISADOM LOGGING CATEGORISATION: Business service: BHC - Isadom Configuration item: ISADOM - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BHC - ISADOM TICKET TYPE: Incident, ARTICLE TYPE: FCR TEAM: OSS
COUNTRY/REGION:EUROPE ENTITY:AL-UK SYMPTOMS: The user is calling to ask for assistance to reset the AS400 password STEPS: Create an incident including the AS400 user and assign it to GB-AL UK-AS400 LOGGING CATEGORISATION: Business service: EU - NW Cluster - R&A ERP Configuration item: SCOTT AS400 - PROD Category: Application Subcategory: Account and Password Assignment group: GB-AL UK-AS400 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Lotus application gives error message regarding server. STEPS: Assign ticket to GB-AL UK-TECHNOLOGY-L2 team if the user is from UK. They will assign ticket to CGI-CROSS DOMAIN-L3 team. The same is applicable for users from The Netherlands! LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: Accordingly: Lotus UK - XXXXXXX (related application) Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GB-AL UK-TECHNOLOGY-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: User can not access to WISE a module in relation with Power BI. Wise link : https://airliquide.coupahost.com/user/home Error message : POSSIBLE CAUSES: User has no access to WISE. STEPS: Request WISE access in CARM 1.Login to carm.apps.airliquide.com 2.Go to ''My Access'' 3. Search for BI for Operations Europe Note : in case BI for Operations Europe is already existing as access , still , we need to make sure that the particular module is existing under BI for Operation Europe 4.Tick the option Organization EUI Wave Europe > Sales & Marketing BI Europe > Managers (BI App4020 & App4038) > Organization > Organization EUI ?? 5. Add justification "" I would like to access to WISE Europe'' 6.After approval, user should have access to WISE Europe. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to share folders or files in Shared drive. STEPS: Folder Sharing Share with individuals or groups: 1. Find the file and click Share (at the top right or by right clicking)2. Add names, email addresses, Google Groups, or Distribution Lists3. Click the down arrow next to edit to choose permissions4. Add a message and click Send Share widely with link sharing: Note: this is not possible with folders, only with files. 1. Find a file and click Share (at the top right or by right clicking) 2. Click Who has access 3. Next to Link sharing off, click the down arrow 4. Turn link sharing on 5. Click the down arrow and choose permissions 6. Optionally click Findable in search results, then Done File Sharing Share a single file/folder On a computer, go to Google Drive, Docs, Sheets, or Slides.Click the file/folder you want to share.Click Share or Share . Share multiple files On a computer, go to drive.google.com.On your keyboard, hold Shift and select two or more files.At the top right, click Share . Share with specific people If you use a Google Account through work or school, you might not be able to share files outside of your organization. Select the file you want to share.Click Share or Share .Under "Share with people and groups," enter the email address you want to share with. To change what people can do to your doc, on the right, click the Down arrow Viewer, Commenter, or Editor.Choose to notify people. If you want to notify people that you shared a doc with them, check the box next to Notify people. If you notify people, each email address you enter will be included in the email.If you don't want to notify people, uncheck the box. Click Share or Send. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: DriveContext: Assistance needed with sharing files in a Google Shared Drive In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
airliquide, balazs@eu, com, corp, drive, english, files, google, google drive, harold, kristof, ousset, share, share files, shared, team drive
NaN
KB0020785
Google Docs, Sheets, Slides - pop up doesnt allow to open
English
kristof.balazs@eu.corp.airliquide.com
38
Harold OUSSET
Uncategorized
Published
2025-07-30 8:41:24
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
21
2025-07-30 8:37:53
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot open a Google doc, sheet, slide because a pop-up blocks it. STEPS: Please find instructions below to block pop-ups. https://support.google.com/chrome/answer/95472?co=GENIE.Platform%3DDesktop&hl=fr#zippy=%2Cbloquer-les-pop-up-sur-un-site%2Cbloquear-las-ventanas-emergentes -of-a-sitio-web Enable or disable pop-ups1.- On your computer, open Chrome.2.- At the top right, click on More (three dots) and then Settings.3.- In the "Confidentiality and security" section, click on Site settings.4.- Click on Pop-up and redirects.5.- At the top, set the parameter to Allowed or Blocked. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: AccordinglyContext: According to app In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
airliquide, allow, balazs@eu, com, corp, disable, disable pop up, docs, doesnt, english, google, harold, kristof, open, ousset, pop, pop up, sheets, slides, unable, unable to open, up
NaN
KB0048609
Local Drive File Sharing.requests/issues
English
kristof.balazs@eu.corp.airliquide.com
66
Daniela PJETRI-SC
Uncategorized
Published
2025-10-07 8:09:13
5
GIO Service Desk
NaN
#########
NaN
Unspecified
NaN
NaN
NaN
6
2025-10-07 8:05:56
#########
NaN
GIO-EUS-EUROPE-SDA
COUNTRY/REGION:GLOBAL ENTITY:SEPPIC SYMPTOMS: Local Drive File Sharing.requests/issues POSSIBLE CAUSES: Please check first if the user is requesting the access via https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=15cb46471b41f9d096c763d3b24bcb72 BEFORE YOU START: If user has done the request and closed you can proceed by mapping the server. STEPS: - please check the path of your server - Mapp the server via the path If credentials issues please update them via CARM LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System Assignment group (if not L1): BSE - ManageAPPS L2 Resolution Notes: *remove if article is not an FCR* TICKET TYPE: Incident ARTICLE TYPE: FCR, TEAM: L1
Loop - new sites to be added into Loop application
English
kristof.balazs@eu.corp.airliquide.com
10
Arnaud HENRI-SC
Uncategorized
Published
2025-10-07 8:58:47
5
GIO Service Desk
NaN
#########
NaN
GIO - LOOP
NaN
NaN
NaN
3
2025-10-07 8:54:54
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to add new sites into Loop application. STEPS: 1 - Advise user to contact IT Approval or Budget Approval who needs to raise a demand in MMS. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related line Explanation/context: Guidance to MyITCorner/IT Manager/related line. In case of blank ESS Incident submitted by the user: Business service: BCF - LOOP Configuration item: Loop - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was advised to contact his IT Approval or Budget Approval to raise a demand in MMS. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
IP / Stationary phone - inbound/outbound call issue / system down
English
kristof.balazs@eu.corp.airliquide.com
25
Lukasz KACZMARCZYK
Uncategorized
Published
2025-09-09 7:42:27
5
GIO Service Desk
NaN
#########
NaN
Local Business Solution
NaN
NaN
NaN
10
2025-09-09 7:39:07
#########
NaN
BEU-CROSS DOMAIN
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to report an issue regarding IP phone or Stationary phone. STEPS: Create an incident and assist it to PL-AL POLAND-LCC-L2 LOGGING CATEGORISATION: Business service: Local Business Solution Category: Application Subcategory: Bug/Defect Assignment group (if not L1): PL-AL POLAND-LCC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User reports issue with Google Drive application synchronization on an enrolled mobile device, for example the user cannot upload files from device to his corporate KITE account POSSIBLE CAUSES: - missing internet connection on the device - sync issue in Drive application or in Intelligent Hub BEFORE YOU START: Ask user to check internet connection on the device and to check if other KITE applications are synchronizing, data is up to date Ask user about the type of his/her mobility account, or check it on CARM (Mixed/Business Only) STEPS: 1. Search for user's account on Intelligent HUB Console - on the top right make sure you search in the correct category (Mixed/Business Only) 2. Select the affected device in user's account ( in case user has multiple enrolled devices check device name/type with user) 3. Click on 'Applications' and search for Google Drive app. 4. Select the app and click on REMOVE to uninstall it from the phone, then hit install and test it with the user afterwards. If issue is not solved, search also for the application "Files by Google". If it is not installled, click on install. If it is already installed, reinstall it by ckicking on uninstall and reinstall. In case the issue is still not resolved, guide user to turn device off and back on. In case issue still persists, reenroll the device to Intelligent Hub. NOTE: in case of Mixed account you can guide user to do the troubleshooting process in the sel service portal LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Access connector - PROD Category: Application Subcategory: Functional / Technical Issue TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has an enrolled computer, however the Intelligent is missing from the computer BEFORE YOU START: Make sure the mac is present and properly enrolled in Workspace Console STEPS: Ask the user to open the link: to https://www.getwsone.com/follow the instructions, and HUB will be present again on the Mac LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mac OS Category: Application Subcategory: Support / Assistance Assignment group (if not L1): L.1.5 Resolution Notes: HUB application has been reinstalled successfully TICKET TYPE: Temp field to be used until drop down is created for Incident ARTICLE TYPE: Temp field to be used until drop down is created for FCR TEAM: Temp field to be used until drop down is created for L1, L1.5
COUNTRY/REGION:*EUROPE* ENTITY:*BIS-EUROPE* SYMPTOMS: The user can login into the computer, however, needs to synchronize the mac password and AD password after connecting to Air Liquide network BEFORE YOU START: The mac computer should be enrolled (you can check in workspace console) The user needs to login into the local account The user needs to be connected to the corporate network STEPS: After successful login into local account, the user should be connected automatically to Kerberos need to sync the password Successfully synchronized password: IN ADDITION: The users can change the password if needed or when expired The select the Change Password option Then select a new password: LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only - macOS Configuration item: (if applicable) - Category: Application Subcategory: Account and password Assignment group GIO-EUS-SD-EUROPE-L1.5 Resolution Notes: ** TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
COUNTRY/REGION:Germany ENTITY:All (except Vitalaire - E&C - DE-AL GMS and DE-AL GMS GmbH) SYMPTOMS: This request is to be used for completely new requirements for which no script is yet available. STEPS: Provide this link to the user or Go to myitcorner then click Order Something. Under Categories click on Applications and then on the CE Local IT tile (Central Europe Local IT). Select "Mobile device support" in the drop down menu LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITCorner Assistance request submitted.
airliquide, balazs@eu, ce, ce it, central, central europe local it, com, corp, creation, english, europe, germany, julia, kristof, local, local it, myitcorner, script, sperling, winshuttle
NaN
KB0013113
DELL - suspend bitlocker - only if a part has to be changed in a laptop
English
kristof.balazs@eu.corp.airliquide.com
395
Maik GERHARDS
Uncategorized
Published
2025-06-19 8:26:49
5
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
68
2025-06-19 8:23:24
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: Dell technician is coming to change a part of the laptop (usually motherboard -> keyboard, usb..) and was asking to suspend the bitlocker protection. STEPS: Have to go to start menu -> control panel -> bitlocker drive encryption -> "suspend Protection" Take care to click on the suspend protection line and not on the "turn off" because it will start to decrypt the drive. If unable to suspend the Bitlocker please do the following : 1. open services in start menu and run it as administrator2. in services turn off dell management service3. then open and suspend Bitlocker encryption again as in the first step: start menu -> control panel -> bitlocker drive encryption -> "suspend Protection"4. reopen Bitlocker encryption and check if it is suspended NOTE: suspend work only for one reboot. at the second reboot bitlocker will be active again on PC Notify user that he has to call back after the part was changed, so we can activate bitlocker protection again. put ticket on pending until that! LOGGING CATEGORISATION: Update both the DELL ticket and the already opened incident Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
ZEBRA label printer via SAT app - extra printer creation
English
kristof.balazs@eu.corp.airliquide.com
119
Andre LAURENT
Printing / Devices
Published
2025-07-29 18:10:12
6
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
8
2025-06-23 11:47:25
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: FR BIS HOME HEALTCARE user needs to create new Zebra label printer. BEFORE YOU START: In France divided by depot locations where they are using Zebra sat devices (Zebra TC52X mobile -sat app, Zebra SAT Label printers (FIXE and Mobile), and each devices is connected to Terminal 3 (previously terminal 2). In order to raise the request click HERE, by collecting the following Name of the PRINTER HOSTNAME (ex: RIVE460).MAC ADRESS of the NEW PRINTERIP ADRESS of the OLD PRINTER ALEHOS user support concerns special applications and some of the devices, too. https://docs.google.com/spreadsheets/d/1mjYQOpUfpTGPrhZSOzXrrcEGmcjnH3p_X0TAURfp0T4/edit#gid=1291613321 when the user call: User should know the name of printer - it is on the printer devices . User need to specify that he needs this configuration to SAT not to his PC. STEPS : Rise a request in the following link HERE Check the mac address in the inventory table 2.Attach the request number done in step 1 in the ticket and send the Ticket to BHC-SUPPORT-L1 Do not send the ticket to BHC Support without rising the request and without adding the REQ number in STARS THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT LOGGING CATEGORISATION: Business service: BHC - OPS - M3-Technical Category: Devices Subcategory: Printers Assignment group: BHC-SUPPORT-L1 TICKET TYPE: Request ARTICLE TYPE: Assignment TEAM: OSS
airliquide, andre, app, balazs@eu, com, configuration, corp, creation, dhcp, english, extra, ip, kristof, label, laurent, mac, printer, printing, printing via zebra, project, replacement, sat, software, via, zebra, zebra configuration in sat, zebra sat - sat printer configuration
NaN
KB0013550
MARIMBA tool v. 6.0 - how to use
English
kristof.balazs@eu.corp.airliquide.com
224
Maik GERHARDS
Uncategorized
Published
2025-07-30 12:28:54
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
190
2025-05-22 14:57:48
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:internal helpdesk STEPS: 1. Search for Marimba Tool in Citrix's start menu 2. Input your Marimba credentials 3. Input computer name in "Computer Name" field and click "Check" If computer name is found, you will get a "Permission to install software..." message 4. Select the dropdown menu arrow to see all the available software in Marimba 5. Select the desired software and click Install Once software has been pushed for installation User must be connected to the internet to received softwareSoftware jobs runs every 30 minutesIf user usually does not connects to the Air Liquide network, it may take longer when they do, as the computer will also be running other updates, ask user to connect for more than one hourYou can run the "Software Update Tool" from the user's computer to expedite the push LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Devices Subcategory: Application Software Resolution Notes: We installed the software with Marimba. TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
Google Docs, Sheets, and Slides - How to access offline
English
kristof.balazs@eu.corp.airliquide.com
65
Harold OUSSET
Uncategorized
Published
2025-07-30 6:11:56
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
46
2025-05-23 14:29:12
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User want to access the Google Docs, Sheets, and Slides files in offline mode on the Drive STEPS: 1. Open your Docs, Sheets or Slides home screen 2. Click on the three dots located next to or right below each file. 3. A small drop down menu will appear. 4. Swipe the button to the right next to the Available offline option to switch on the feature. Please note: This is working only in Chrome browser LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: According to issueContext: According to issue In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
access, airliquide, and slides files you want to access offline, balazs@eu, com, corp, docs, drive, drive work offline, english, file, files, google, google docs, harold, how, kristof, offline, ousset, sheets, slides, want, work, you
NaN
KB0018589
CONCUR - any situation (general information / issue)
English
kristof.balazs@eu.corp.airliquide.com
528
Mateusz DREHER
Uncategorized
Published
2025-05-23 9:00:59
5
GIO Service Desk
NaN
#########
4.00
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
58
2025-05-23 8:56:25
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION:Germany/Poland ENTITY:BIS E&C SYMPTOMS: User from E&C Germany/Poland is calling regarding Concur E&C access, functional issue. STEPS: E&C Concur Expense and Travel links: functionalities are available under the main link to Concur E&C: https://login.airliquide.com/home/air-liquide_concurprod_1/0oa6t1urulp61S0x9417/aln6t21tebequpnsA417 (please note this link works for E&C users only!) Concur account for E&C users is done automatically via SSO based on employee records in the HR system (SAP ECHO - HR module) Account modification process is done via requests raised in the SAP ECHO ticketing tool called: Mantis. Kindly redirect user to raise ticket in Mantis tool. For example: wrong manager assigned or employee movement between all AL entities FUNCTIONAL ISSUES, REQUESTS & EVOLUTION, USER ACCESS REQUESTS: End user should contact the Key user based on the domain (department) where they are working. The incident needs to be closed by Service Desk. User or his Key user needs to open a ticket in Mantis system. It contains also documentations and link to Mantis: https://mantis-ec.eu.corp.airliquide.com/my_view_page.php Please share with user the guideline regarding [Guideline] BCS - Mantis Guidelines: Please also note that NOT all users will have access to MANTIS system. Here he will find all the knowledge user might needs: https://docs.google.com/presentation/d/1aZPCb9tr-bmfXWy9Bx_uFsiSA782w9or7g6yCDn5xgU/edit#slide=id.g6c6b38c8e7_1_711 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related lineExplanation: Guidance to key user In case of blank ESS Incident submitted by the user: Business service: BEC - Other Global Applications Configuration item: Concur E&C - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
MDM (Master Data Management) / EBX - any functional issue
English
kristof.balazs@eu.corp.airliquide.com
38
Brice RATAJCZAK
Uncategorized
Published
2025-10-07 15:05:13
5
GIO Service Desk
NaN
#########
NaN
HCDIT-FR-MDM
NaN
NaN
NaN
8
2025-10-07 15:02:37
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOMEHEALTHCARE SYMPTOMS: User is calling for any functional issue regarding MDA / EBX application BEFORE YOU START: Description : Master Data Management about heath professionals People within HHC France that use this Application today : - FR-ALHIST - FR-ALEHOS SERVICES (One day will be renamed to ALSD France) STEPS: In case of any issues create an incident with a screenshot of all the screen with mention of the error message, feature used, action done and result attempted and assign it to group: BHC-SUPPORT-L1 LOGGING CATEGORISATION: Business service: HCDIT-FR-MDM Configuration item: MDM - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1):BHC-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she wishes to create a Google Group STEPS: 1. Open user's CARM and choose 'My Groups and folders' then 'Create Kite Group' 2. If user sees the same as error "This person can not own any Kite group", he/she does not have rights to create a group: Otherwise they can set up the group with filling out the form with all required details As an owner of a Group in CARM, the user will be the member and also the manager of the Group in Google Groups. NOTE: Only the owner or the manager of a Google Group can add members. Requests as Add specific members to a Google Groups in My IT Corner BUT creation, access request, transfer ownership can be done just in CARM (My IT Corner will also redirect to CARM). LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:EU ENTITY:SPAIN and PORTUGAL SYMPTOMS: The user is calling in need of assistance to install the Milena application. BEFORE YOU START: Milena is an HR application used mainly in Spain and Portugal and it`s not managed by Helpdesk or any MMS group. Users usually call in relation with the Milenaweb website. Username is the "HR Number", it can be found in https://carm.apps.airliquide.com/Carm/CarmInit.do > My Information > User information. STEPS: Redirect them to My IT Corner to submit a non standard application installation request as per KB0012053. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Non Standard software request submitted. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Canon MPS Uniflow Online Smartclient - How to register a badge
English
kristof.balazs@eu.corp.airliquide.com
130
Lucie SILVA
Uncategorized
Published
2025-07-30 11:49:45
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
17
2025-06-23 15:19:01
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User need to register a badge to Canon MPS- Uniflow Online Smartclient. User is from: AME (CA,MX), APAC, AMEI (India, UAE, Qatar, BHR, Kuwait, Saudi Arabia) BEFORE YOU START: Canon MPS- Uniflow Online Smartclient currently implemented in the United Arab Emirates, Qatar, Kuwait and Saudi Arabia. The solution is currently being implemented in India as well. This Uniflow online solution will come soon to all AMEI countries, and to other regions in 2022. Uniflow Online queue will need to be configured after installation. Printer list for Saudi Arabia can be found HERE STEPS: How to register a badge on a new Canon printer : Normally the user should receive 2 emails from noreply@eu.uniflowonline.com , one with a Registration Code and one with a Pin Code Note the pin code! 1st Mail : Secondary Mail: /!\ These actions should only be carried out the first time 1. Ask user to pass the badge on printer 2. Have the user enter the Pin code received by mail and press the Login Button 3. Now, the user can select the option that they need for printing 4. Pass the badge again for logoff. How to find the Pin code : 1. If the user doesnt have the email with the pin code, they can connect on the following URL: https://fr3218238.eu.uniflowonline.com/ 2. They need to select Air Liquide KITE Account 3. On the right pane they will see the pin code (they need to click on the 3 small buttons and select 'show' if they want to see it) In case of further issue assign the incident to L1.5. LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Category: Devices Subcategory: Printers Resolution Notes: User was assisted to register a badge to Canon MPS- Uniflow Online Smartclient. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
PC hardware - new device request (laptop, desktop)
English
kristof.balazs@eu.corp.airliquide.com
210
Hassen HOUAIDI
Uncategorized
Published
2025-05-23 15:32:18
5
GIO Service Desk
NaN
#########
4.25
GIO - EUS - Service Desk
NaN
NaN
NaN
200
2025-05-23 15:28:32
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION: AMEI ENTITY: BIS AMEI SYMPTOMS: User is calling because he/she needs assistance in requesting a new device (laptop, desktop). STEPS: Redirect user to my it corner to raise "need new devices (AMEI)". LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, amei, balazs@eu, com, corner, corp, desktop, device, english, hardware, hassen, houaidi, kristof, laptop, my, my it corner, new, pc, request, request new device
NaN
KB0049090
Outlook - installation or login issues
English
kristof.balazs@eu.corp.airliquide.com
44
Dennis ROSENKRANZ
Uncategorized
Published
2025-07-30 12:30:06
6
GIO Service Desk
NaN
#########
NaN
BHC - VADE - Internal IT
NaN
NaN
NaN
9
2025-06-18 10:03:49
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with Outlook installation or login issues where the troubleshooting steps do not help Steps: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - Internal IT Category: Application Subcategory: Bug / Defect Routing: BHC-VADE-IT TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
MIR INC0898081 - Unable to process webadi journal in Oracle (February 26th, 2022)
English
kristoffer.bituin@as.corp.airliquide.com
23
Kristoffer BITUIN-SC
Uncategorized
Published
2023-04-05 15:00:18
23
Major Incident Reports
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
3
2022-02-27 12:03:04
#########
INC0898081
GIO-EUS-APAC-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Unable to process webadi journal in Oracle INC0898081 - February 26th, 2022 Timezone : SGT Total outage duration : 1 Day 07 Hours Classification : Major business apps outage On February 26th, 2022 at 01.22 pm SGT, A user from Malaysia Air Liquide reported an incident affecting month end closing activity. The Oracle users who were working on month end activity were unable to use the oracle webADI feature to upload files. The a priori root cause suspected windows or Oracle update causing Internet Explorer to block oracle server address. On February 26th, 2022 at 11:00pm SGT the users were provided with the solution to add the Oracle server address on the Internet Explorer. On the following day February 27th, 2022 the incident was resolved with a policy update pushed by the IT End User services enabling Internet Explorer to allow access to Oracle webADI address leading to a service disruption of 1 Day 07 Hours. Major steps leading to incident resolution February 26th, 2022 13:22: A User from Malaysia opened an incident with the Service desk for Oracle webADI not functioning. 16:56: The incident was detected to have been impacting a wider range of users and the incident was raised to Priority 1. The incident was assigned to the IT Security team to troubleshoot further. 18:00: End User Services team was engaged to help with the troubleshooting. February 27th, 2022 00:19: Temporary solution was provided to the end users with adding the Oracle server address to the trusted zone setting in Internet Explorer enabling the Oracle webADI function. 19:03: A policy update push was completed by IT End User Services to permanently resolve the issue. Initial root cause Linked to a GPO change CHG0142933 to support the VOCAL project. In the context of this change there were two gpo modifications: 1. "deselect: "Local Intranet - Include all sites that bypass the proxy server" 2. Since this caused a convenience impact, well known IE website have been added to the "Intranet" or "Trusted Sites" Zone in order to prevent the impact During the troubleshooting session it turned out the the PORT information of the to be access URL got cut off, which then caused the issue. Very odd was the fact that it seemed not to be a problem for all users, thus the question got raised to the Oracle team, why the port is being required in this context of a GPO (Port was neither visible if site added manually)This incident highlighted the fact that the process was relying on a single macro which is not very secure External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043181.
Alehos Support - who to call (ALEHOS, ORKYN, DinnoSanté, Vitalaire, Adair)
English
Krisztina.GAAL@eu.corp.airliquide.com
185
Ferdinand ROCHAS-SC
Uncategorized
Published
2025-07-29 21:53:24
10
myITcorner
NaN
#########
1.00
NaN
NaN
NaN
NaN
6
2020-01-09 10:27:27
#########
NaN
HCDIT - Delivery Management
ALEHOS user support concerns special applications and some of the devices, too. Please check the above document what you can open on a direct link here: https://docs.google.com/drawings/d/1FFhLwYjHgX2Gp7G0WcEGEQT69fBGYIZIEyJFG5xPTDU/edit Support Applications ALEHOS: 8809545 (choix 1) or 0149694545 (choix 1)for MOVEX, Homes, Business Objects, Neocase, Odigo, CRM, RMS Tablettes commerciaux, smartphone techniciens, PDA stocks: 01 42 33 00 29 RAYONNANCE Antenne Wifi, imprimante Code Barre Zebra, Monarch: 08 20 82 19 19 SOLUTYS Other cases:Logiciels d’observance liés aux Dispositifs Médicaux : ALEHOS Direction Médico-Technique Regarding Medical Applications (@BIS HHC, ALEHOS), and DMTA Support. ? Movex Finance, Comptabilité clients et fournisseurs : ALEHOS Support Finance? VDoc - Decomission is in progress (gestion documentaire) : Service qualité de votre entité ? Centre de Gestion : ALEHOS - Fabienne LEBAYLE? ChronoGestor (gestion des temps) : ALEHOS - Service Paie - Tél : 01 49 69 45 00
adair, airliquide, alehos, alehos support, appeler, aux, call, com, corp, dinnosante, english, ferdinand, france, gaal@eu, healthcare, hhc, home, home healthcare, krisztina, les, les supports aux utilisateurs hhc france, numeros, numéros, orkyn, qui, qui appeler, rochas-sc, support, supports, utilisateurs, vitalaire, who
NaN
KB0014791
CARM - End-User Guide - How to set security questions?
English
Krisztina.GAAL@eu.corp.airliquide.com
10
Vincent CAO
Uncategorized
Published
2025-07-29 20:38:32
30
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
9
2020-01-24 10:40:42
#########
NaN
GIO-SEC-CARM-L2
On your first login, you should select and answer 5 security questions. This step is very important, particularly when you forgot your windows password, the questions and answers you provided will be asked to help you to recover it. If you already set before but forgot your Security Questions, you can change them in CARM > My CARM > Quick Access > Review Security Questions You might see this notification if you did not update your Security Questions for very long time: To update your security questions please click on the drop down list and choose a question from the list: Once you have all your security questions (in the "my shared question" field you have to type your own question what should be different from the ones you choose from the dropdown list), fill the answers then click on "Validate": When you updated your security questions you should see this notification:
I need to make sure my PC will not hibernate or sleep for 24-48 hours, how do I change the settings?
English
Krisztina.GAAL@eu.corp.airliquide.com
25
Maik GERHARDS
Uncategorized
Published
2025-07-29 21:56:06
21
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
20
2019-06-12 9:33:46
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NaN
GIO-EUS-GOPS-USER-DEVICES-L3
If you have a computer with Windows 10, follow: 123 If you have a computer with Windows 7, follow: Click on the magnifying glass icon (1), search for Power (2) and choose Edit power plan (3) 123 Click on Start button (1), in "search programs and files" field search for power plan (2) and choose Edit power plan (3) Click on Change advanced power settings In Hard disk - plugged in type 3000 minutes (that is about 2 days) Scroll to Sleep option, choose the following setups: Sleep after - plugged in : Never Allow hybrid sleep - plugged in: Off hibernate after - plugged in: Never then click Apply and OK Once you finished the activity (for example central installation, update, ect) why your PC should not hibernate or sleep, set the original power settings you changed.
24-48, airliquide, am, central, change, com, computer, corp, do, do not sleep, english, gaal@eu, gerhards, hardware, hibernate, hours, how, i am waiting for central install computer should not sleep or hibernate when i lock pc, install, krisztina, lock, maik, make, my, not, pc, pc not to hibernate, settings, should, sleep, software, sure, waiting, when, will, windows
NaN
KB0019310
Google Group - Transfer ownership
English
Krisztina.GAAL@eu.corp.airliquide.com
156
Ferdinand ROCHAS-SC
Uncategorized
Published
2025-07-29 15:58:31
23
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
3
2020-12-14 9:22:16
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NaN
GIO-EUS-GOPS-DWP-L2
STEPS: 1. Go to CARM 2. Click "My Kite Groups & Folders" 3. Click "Transfer ownership" 4. Click "Next" 5. Click "+Add" under Kite groups and search for the relevant Group 6. Write justification and click "Transfer" Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, article, com, corp, english, ferdinand, gaal@eu, google, group, insert, insert key words related to your article, key, krisztina, ownership, related, rochas-sc, transfer, words, your
NaN
KB0014698
CARM - End-User Guide - First Connexion issue/ not working with automatic connexion (SSO)
English
Krisztina.GAAL@eu.corp.airliquide.com
112
Vincent CAO
Uncategorized
Published
2025-07-29 20:38:32
24
myITcorner
NaN
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3.50
NaN
NaN
NaN
NaN
94
2019-06-25 10:48:16
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NaN
GIO-SEC-CARM-L2
CARM is an Intranet application, thus only available when you are connecting to air liquide network. So make sure you are connecting to Pulse when working outside an Air Liquide location. 1. Please check your email box to find the email sent by CARM application with your CARM the credentials (login+initial password). Important: Credentials are required for the very first connection, the next connection will we automatic. 2. Enter your credentials on the CARM login page: https://carm.apps.airliquide.com/Carm/CarmInit.do 3. You will be invited to change the password and answer to few challenges questions (it is mandatory). NOTE: If you can not find the email with your CARM credentials, please contact the Air Liquide Helpdesk for the CARM password reset.
airliquide, automatic, automatic connexion, cao, carm, carm not opening with automatic connexion, com, connexion, corp, end-user, english, first, first logon to carm, first time opening carm, gaal@eu, guide, krisztina, logon, not, opening, sign, single, single sign on, sso, time, vincent, working
NaN
KB0014298
How to rotate screen display at 90 degrees
English
Krisztina.GAAL@eu.corp.airliquide.com
1
Maik GERHARDS
Uncategorized
Published
2025-07-29 21:56:06
19
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
7
2019-04-09 15:22:16
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NaN
GIO-EUS-GOPS-USER-DEVICES-L3
Hit CTRL + ALT + Up Arrow and your Windows desktop should return to landscape mode. You can rotate the screen to portrait or upside-down landscape, by hitting CTRL + ALT + Left Arrow, Right Arrow or Down arrow or Right-click on the Desktop and choose Screen Resolution then change Orientation to Landscape and Apply the setting
90, airliquide, com, corp, degrees, display, down, english, gaal@eu, gerhards, have, how, how to have screen upside down, how to turn screen, krisztina, maik, rotate, screen, turn, upside
NaN
KB0014297
How to find the IP Address of a Windows 10 PC
English
Krisztina.GAAL@eu.corp.airliquide.com
13
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-29 22:05:57
20
myITcorner
NaN
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5.00
NaN
NaN
NaN
NaN
6
2019-04-09 15:14:21
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NaN
GIO-EUS-GOPS-USER-DEVICES-L3
1) Find an IP Address WITHOUT using the Command Prompt There are few ways you can find your IP address on a Windows 10 computer. Let’s start with the easiest method. Go to Settings > Network & Internet. Then select either Wi-Fi or Ethernet (depending on how the device connects). In this example, I’m connected to Ethernet. Then select the Ethernet Connected icon. Scroll down to the Properties section and you’ll see your IPV4 address information. Finding your Wi-Fi IP address is a bit different. You still go to Settings > Network & Internet, but then select Advanced options. Then scroll down to the Properties section to see the IP address of the device. 2) Find an IP Address USING Command Prompt To open the Command Prompt: Right-click the Start button or hit Windows Key+X to bring up the hidden quick access menu and select Command Prompt. Or Click the magnifying glass icon next to start menu and type: cmd in the search field, then open Command Prompt from the search results Now type: ipconfig then press the Enter key. Look for IPv4 Address. OR Click Start Click RUN In the command prompt window, Type ipconfig The result will give you the IP address NOTE: If you are connected to Wired network with network cable, you will find IPv4 address in Ethernet adapter Ethernet list. If the IPv4 address does not starts with 172, you are not connected to the Air Liquide network, but you still might have internet network (if you did not connect via Pulse Secure to Air Liquide network when you are outside of Air Liquide office, or your Pulse Secure connection was disconnected or it is not working).
10, address, adres, airliquide, com, corp, english, find, gaal@eu, gerhards, get, get ip address on win 10, hardware, how, ip, ip adres, krisztina, maik, pc, software, win, windows
NaN
KB0015583
I can not access my gmail mailbox / drive / google sheet in the Office - it asks for password
English
Krisztina.GAAL@eu.corp.airliquide.com
0
Ferdinand ROCHAS-SC
Uncategorized
Published
2025-07-29 15:58:28
14
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2019-12-17 17:28:27
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GIO-EUS-GOPS-DWP-L2
When you are using gmail in the office, gmail should open with SSO (Single Sign on) and not ask for a password. If it asks for a password like this you should do one of the following possible workarounds not to be asked for password while opening gmail in the Air Liquide office: Workaround 1. Type in the web browser address bar the following text: mail.airliquide.com and press enter. It should open the gmail without password as usual. If it does not open, go to the Workaround 2. Workaround 2. In Chrome press Ctrl + Shift + Delete buttons of your keyboard, in the Clear browsing data window in the "Basic" tab select "All time" and tick the 3 options, in the "Advanced" tab select "All time" and tick the first 4 options (Browsing history, Download history, Cookies, Cached images and files) and click "Clear data" option. Wait until this windows disappears (that will mean the data clearing was finished): After that on the top left of the page, click on the home icon. That will take you to the Kite homepage In the Kite homepage click on Sign in with Google Finally click on the Gmail icon. NOTE: If the Kite Homepage is not available write in the address bar the following url: ? ?mail.airliquide.com NOTE 2: If the workaround does not works for you, please click on the following link to know how to do a password reset for you Kite account via CARM
access, airliquide, asking, asks, can, com, corp, credentials, drive, drive password, english, ferdinand, gaal@eu, gmail, gmail is asking for password, google, google sheet needs password, google slide needs my credentials, i can not access mailbox at the office, kite, kite access, krisztina, mailbox, my, needs, not, office, password, rochas-sc, sheet, slide, software
NaN
KB0055404
Save as SPPID file to Autocad
English
kunaleknath.tade@eu.corp.airliquide.com
1
NaN
Uncategorized
Published
2025-04-14 11:09:13
3
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
0
2025-04-14 11:08:39
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NaN
BEC-EIT-PID-L3
Important: So far we were saving the PID files to Autocad using Batch Utilities, but we have overcome most of the challenges/limitations faced during conversion and implemented the solutions in default save as function of SPPID. Now, we can use the Default Save as function of SPPID to save PID files to Autocad. Similar to Batch Utilities we can select multiple drawings together to save as Autocad using the default Save As function. Steps to convert PID drawings to Autocad using Save as function. Connect to the appropriate Plant/Project in the Drawing Manager. Select the Drawings/Multiple Drawings to be converted to Autocad. Go to Files > Save As On this Dialogue box, select the appropriate folder path and Save as type to Autocad (*.dwg) and click Ok.
airliquide, autocad, com, corp, drawing, english, file, kunaleknath, save, save as autocad, spid, spid drawing to autocad, sppid, tade@eu
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KB0049084
Navison 2017 (Medidis NL) - Account Creation
English
kungngien.tiong@as.corp.airliquide.com
101
Mohamed BOUSKLATI
Uncategorized
Published
2025-05-28 4:46:23
5
GIO Service Desk
NaN
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NaN
HCDIT-Navision
NaN
NaN
NaN
24
2025-05-28 4:43:55
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BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:Europe ENTITY:NL Vitalaire SYMPTOMS: User needs to create a Navision account. STEPS: Please open an Incident ticket and assign it to HCDIT-NL-NAVISON-L1 team LOGGING CATEGORISATION: Business service: HCDIT-Navision Category: Application Subcategory: Support / Assistance Assignment group (if not L1): HCDIT-NL-NAVISON-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to grant Access Permission and Menus STEPS: 1. Click the AL Security shortcut to launch the application. 2. AL Security Login screen is displayed. 3. Select the Application as BLAC. 4. Select the Country of the user. 5. The AL Common Security Manager window opens. 6. Click on the Security tab and click Security Manager option. 7. Click User and then Create from menu. 8. Enter User ID, User Name, Email. 9. Search and select Default country, Default culture. 10. Assign user to selected user groups in User Groups tab. 11. Select Locations for the user in Locations tab. 12. Click icon. Grant permissions for Group menus: 1. Click Groups. 2. Select a User Group and click Assign Rights button. 3. Select required menus from Functions tab in Assign Rights/Reports screen. 4. Click and save the changes. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
SYMPTOMS: Project not found in My Projects STEPS: Check the details in Created By SELECT * FROM CA_PROJECT WHERE CREATED_BY ='#USERID#' POSSIBLE CAUSES: Project created by mismatch. LOGGING CATEGORISATION: If the above steps did not solved the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS - EALINE Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group: BAP-COE-EAPP-L2
eApps - Why the Stock chart display is wrong in myGas
English
kungngien.tiong@as.corp.airliquide.com
20
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 9:08:31
5
GIO Service Desk
NaN
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NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
3
2025-08-11 9:07:56
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NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Stock chart display is wrong in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: Make sure all the deliveries (DOs) are interfaced correctly. STEPS: Follow the steps below to check the bulk level details: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Cylinder Stocks to view the cylinder stocks details. 5. Click of the required product. The Cylinder Stock Chart is displayed. Use the following query to check the cylinder holdings: SELECT * FROM CP.CYL_HOLDINGS WHERE MONTH_REF='#MONTH_REF#' AND CUST_NO=#CUST_NO# LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS - CUSTOMER PORTAL Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Gideons - DO Report is not printing in small format/incorrectly (Gideons Lite)
English
kungngien.tiong@as.corp.airliquide.com
42
Deepak HASANI-SC
Printing / Devices
Published
2025-07-30 5:50:02
6
GIO Service Desk
NaN
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NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
30
2025-05-28 5:18:09
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NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS - APAC SYMPTOMS: DO Report is not printing in small format in Gideons Lite POSSIBLE CAUSES: Report is not set up to print in small format. STEPS: 1. Check whether the Entity (Company) has been marked as "FORMAT_TYPE" as "S" with the following query: Run following Query in Lite DB: SELECT * FROM GDL.COMPANY_REPORT_FORMAT If FORMAT_TYPE = 'S' then only the small report format can be printed. 2. If not, then raise a service request ticket for Hub IT to configure small format report for the Entity. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-GID-L2
airliquide, com, company, corp, deepak, delivery, delivery order, do, english, format, gideons, hasani-sc, incorrectly, kungngien, lite, not, order, print, printer, printing, report, small, small format, tiong@as
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KB0017473
Gideons - Could not generate invoice via LTCBS
English
kungngien.tiong@as.corp.airliquide.com
14
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 9:22:56
5
GIO Service Desk
NaN
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NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
8
2025-08-11 9:22:19
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NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Could not generate invoice via LTCBS. POSSIBLE CAUSES: 1. Crystal Report viewer is not installed. 2. Incorrect version of Crystal Report viewer has been installed. STEPS: 1. Check the report viewer properly installed or not. - Go to Control Panel of the computer that having problem in printing and look for the Crystal Report Run time (viewer) installation. - Take note that there are 2 versions namely 32 bit and 64 bit. 2. If not installed, install the report viewer. You can download the installation file from the link below: https://sites.google.com/a/airliquide.com/cp-apac-zoneapps/tools LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Gideon - How to Request Update Sales Rep in Gideon
English
kungngien.tiong@as.corp.airliquide.com
64
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-07-30 5:54:20
6
GIO Service Desk
NaN
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NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
24
2025-05-28 4:28:55
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NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User request to update Sales Rep in Gideons BEFORE YOU START: Advice / inform end-user that the request could be done by self-service. STEPS: 1) Addition of sales rep id (less than 10) Step 1: Open Gideon Web Application. Step 2: Navigate to 'Configurations' menu Step 3: Choose 'sales-rep-list' option Step 4: Need to select a unique sales rep id for creating new and fill the details. Please note: It should be of 2 alphanumeric characters. ________________________________________________________________________________________________________________________________________________________ 2) Modification of sales rep id Step 1: Access Gideon web -> Configuration -> Sales Rep List -> Search & Select the rep id -> Edit ____________________________________________________________________________________________________________________________________________________ 3) Bulk upload for sale rep id creation. If Sales rep need to be created in bulk (more than 10). Step 1: Access Gideon web -> Configuration -> Sales Rep Update Step 2: Upload the template for the required data click on validate then click on save. Sample Template link: https://docs.google.com/spreadsheets/d/18mwG6OmuKw7gZi_jmhcKiexa0km5yrrb/edit?usp=drive_link&ouid=106698266013204103258&rtpof=true&sd=true If parent toggle is ON while uploading data in the account tab then Account & Parent level sale rep id will be updated simultaneously. If the parent toggle is OFF while uploading data in the account tab then only the Account sale rep id will be updated. Alternatively, user can raise catalog requests by using the SNOW link for Complex data Update for L2 Gideons Team. Provide user with the article guidance from MyIT Corner regarding Sales Rep Update in Gideons URL: https://airliquide.service-now.com/myitcorner?id=kb_article&table=kb_knowledge&sysparm_article=KB0050901 LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category:Application Subcategory:Support / Assistance Resolution Notes: Provide user with the article guidance How to Request Update Sales Rep in Gideon from MyIT Corner Article TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
SYMPTOMS: Radar Flag Not Updated in admin. STEPS: Check the project Radar flag in Project Screen SELECT RADAR , * FROM CA_PROJECT WHERE PROJECT_CODE = #PROJECT_CODE# POSSIBLE CAUSES: Radar flag is not set. LOGGING CATEGORISATION: If the above steps did not solved the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS - EALINE Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group: BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Docket pdf is not available in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: 1. Check if DO PDF is available in EDS DB 2. Check if DO PDF is available in Gideons or OBC Use the following query to check the docket pdf: select * from cp.Do_hardcopy where doc_no=#DOCNO# Select * from eds.document where doc_no=#DOCNO# and doc_type=10 LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS - CUSTOMER PORTAL Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
BLAC - Previous trip not completed unable to login
English
kungngien.tiong@as.corp.airliquide.com
10
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 9:09:39
5
GIO Service Desk
NaN
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NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
7
2025-08-08 9:08:50
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NaN
BAP-COE-BLAC-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Driver cannot login to the application, as the previous trip was not completed fully by the previous driver (especially when tablet is shared with different drivers). STEPS: 1. Launch the OBC application. 2. In case, previous user (driver) logged in the application and the trip not completed. Request IT to close the trip by reverting trip status and control flag to complete.Driver to login to device with the previous login account and choose the trip.Trip disappears from the list since the status changed in BLAC.User/Driver log off the previous user account. 3. Driver/User login in with own login credentials. Note:OBC allow new user to login only when there is no outstanding trip. POSSIBLE CAUSES: The previous user/driver may not aware or forgot about the procedure to close the trip and logoff. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance Issue TICKET TYPE: Incident TEAM: BAP-COE-BLAC-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: DAEMON support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) DAEMON = DCS Alarm & Event Management for Operation Normalization Purpose : exposition of alarms and events present in the system, calculation of useful KPIs and easy generation of monthly reporting Main features : KPIs calculations based on the data, easy generation of monthly reports Applicability: LI SIO Center in EU, AME & APAC Website link: Daemon EU portal => https://scadaportal.eu.corp.airliquide.com/daemon/ Daemon APAC portal => https://scadaportal-asia.as.corp.airliquide.com/daemon/SIOC%20KL%20%28AU%29 Daemon AMER portal => https://am-s-thub-web1.am.corp.airliquide.com/daemon/ Access Request: In order to have access to SCADA , the users have to create an ADHOC and request access to certain regions/countries. Then, ALZ L2 support will add permissions to their SCADA Web account through the SCADA.Toolbox STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, Assess the priority using below matrix 4. Assign the ticket to the hub support groupe EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AME-GCS-Production Asset L2 LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: Daemon - PROD Daemon - Country - Plant name -> example: Daemon - DE - Dormagen - PROD Category:Application Subcategory: Availability and Performance Issue Assignment group (if not L1): EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AME-GCS-Production Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
How to create Workflow ERP GP account and assign rights to the user
English
kungngien.tiong@as.corp.airliquide.com
218
Changhou LOW-SC
Uncategorized
Published
2025-09-29 14:33:31
6
GIO Service Desk
NaN
#########
3.00
BAP - HUB - ORACLE
NaN
NaN
NaN
147
2025-07-17 4:18:23
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NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: TAIWAN ENTITY: BIS APAC SYMPTOMS: User request Workflow ERP account and accessUser request to modify rights BEFORE YOU START: User need to raise ADHOC ticket to request Workflow ERP account and access.User need to provide below form and attach to the ticket:Sample: https://docs.google.com/spreadsheets/d/1Pq-nRSQDHghIs-Aa7M3HQr7imvkzlefs/edit#gid=444870146Please take note any issues with Taiwan ERP app issues, please use short description: TW ERP app | STEPS: Step 1: Remote to China server 172.16.151.50:4900 via VNC with admin accountIn China server 172.16.151.50:4900, remote to private server 10.225.39.70:4900 via VNC with non admin account (for example: engkiat.low) Step 2: After connected to private server, double click on Workflow ERP GP ?? Step 3: Login ERP account with below information: Account: DS Password: alfeds Company: ALESASIA Step 4: Click on Create Login No. (?????????) Step 5: Click Add Follow the users attached form and fill up the field accordinglyPlease set the default password same with Login ID (?????)， For example: Login ID is 6114, the default password also set to 6114. Step 6: Click on green tick to save the profile. Step 7: On the same page, click on Create User Right (?????????) Step 8: Click on Search and search the Login No that you have created previously. Step 9: Click on Edit button to start assign or modify users rights.Follow the users attached form and grant access to user accordingly Press Shift + Down Arrow on your keyboard to create new Program Code (????)After assign or modify users rights, click on green tick to save the profile. Step 10: Make sure all the items in Assignment Center (????) are ticked and keep Assignment Center (????) open before you exit. ----------------------------------------------------------------------------------------------------------------------------------- If issue not related to installation and access creation, refer user to contact the ERP vendor for assistance ???? ???????? e-Service (? e-Service ?????） ?? ：+886 (04) 2305-1533 ??：+886 (06) 228-1956 Customer Service Dingxin User Service Platform e-Service (formerly the e-Service website, now a new platform) Taichung: +886 (04) 2305-1533 Tainan: +886 (06) 228-1956 ---------------------------------------------------------------------------------------------------------------------------- LOGGING CATEGORISATION: Business service: : GIO - EUS - Local Support - APAC Configuration item: Hostname Category: Application Subcategory: Access / Rights Resolution Notes: Service Desk will guide the user to resolve the ERP issue by remoting to users PC TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BLAC - User is unable to modify trip details with error saying the trip has been locked in QUEST
English
kungngien.tiong@as.corp.airliquide.com
24
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 9:13:10
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
34
2025-08-08 9:12:18
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is unable to modify trip details and has received an error saying the trip has been locked in QUEST. POSSIBLE CAUSES: Trips have been locked by RPA (Robotic Process Automation) STEPS: 1. To unlock the trip, you need to launch MS SQL Management Studio and ensure that you have the Update rights to the database 2. Perform the following update query in Japan's database: USE ALJAPAN GO UPDATE MTS SET MTS.LOCK = 0, MTS.LOCK_USERID = '' FROM MIRAI.TRIP_STOP MTS INNER JOIN BLAC.TRIP BT ON BT.TRIP_ID = MTS.TRIP_ID WHERE /* where condition will change according to condition of the trips that need to be unlocked given by Japan's team */ BT.ACTUAL_START_DATE > '2020-12-01' AND MT.LOCK = '6' AND MT.LOCK_USERID = 'JP-TRANS.764D' AND DEP1.DEPOT_CODE NOT IN ('034','111') LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Customers of a particular location not appearing in the BLAC->Scheduling(GUI) Screen
English
kungngien.tiong@as.corp.airliquide.com
9
Navya CHOWDARY-SC
Uncategorized
Published
2025-08-08 9:50:55
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
0
2025-08-08 9:50:06
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to find the customers of a particular location in BLAC->Scheduling (GUI) screen. POSSIBLE CAUSES: User doesn't have proper access to the locations. STEPS: The following steps help users to find the customers in the Scheduling screen: Step 1: Check if the user has permission to the customer's location using the BLAC view BLAC.BVW_USER_LOCATION SELECT USERID,LOCATION_ID,* FROM BLAC.BVW_USER_LOCATION WHERE USERID='*Enter UserID*' Step 2: If the user doesn't have permission to access the customer's location then provide access to the user for the specified locations using ALSECURITY application. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
CUP 11 - How to collect log files for Windows 11 Update Troubleshooting
English
kungngien.tiong@as.corp.airliquide.com
427
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:35:29
7
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
41
2025-05-02 8:59:17
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When CUP 11 Update failed, log files are mandatory to be attached to the Incident ticket before further routing. STEPS: Full log collection (to be attached to INCIDENTS) Zip all log files under this folder C:\_INSTALL\CUP11_2023\CUP2023logfilesName the .zip with the hostname of the impacted device e.g. ALDE-1234567-L.zipAttach the ZIP to the Incident or if the file size is too high, upload it to drive and share the link in the ticket, making sure it is shared with Airliquide. Source files: Upgrade source files are stored c:\_install\CUP11_2023\%packagename%Empty folder c:\_install\CUP11_2023\Driver in mandatory needed, created and filled if neededUpgrade language pack files are stored under: c:\_install\CUP11_2023\Post\LXP > Language Experience Packc:\_install\CUP11_2023\Post\FOD > Additional language features (handwriting, OCR )c:\_install\CUP11_2023\Post\LP > Main language pack files In case of upgrade failure (failure during the initiation under Windows 10 and BEFORE any reboot) or automatic rollback, the failure code or error code will also be added to the registry. Nevertheless please zip and attach the whole folder: C:\_INSTALL\CUP11_2023\CUP2023logfiles to the incident LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: DevicesSubCategory: Operating System Assignment group: For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5For AMER: GIO-EUS-SD-AME-L1.5For APAC: GIO-EUS-GOPS-USER-DEVICES-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignement TEAM: L1
BTS Workflow ERP installation and setup process Taiwan
English
kungngien.tiong@as.corp.airliquide.com
128
Changhou LOW-SC
Uncategorized
Published
2025-09-29 14:32:26
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
47
2025-07-17 4:08:26
#########
NaN
GIO-PCI-ITSM-Global Process Manager
COUNTRY/REGION: TAIWAN ENTITY: BIS APAC SYMPTOMS: User request to install Workflow ERP on their system. BEFORE YOU START: User need to raise catalogue request to install Workflow ERP.MyITCorner: Download & install non-standard software (APAC) STEPS: **Full complete guideline with pictures, click here. Step 1: Copy WorkFlow ERP GP folder from Taiwan share drive and put in user desktop.Path :\\172.16.152.2\software$\ERP_install\wfgp31100dvd Double click on ErpSetup.exe to start the installation. Step 3: Click on Install WorkFlow ERP GP (?? WorkFlow ERP GP??) Step 4: Click on First Installation (???) Step 5: Click on ERP Install 2-tier client (?????) Step 6: Click on Install (??) Step 7: Click Next (???) Step 8: Accept and click Next (???) Step 9: Click Next (???) Step 10: Install location: D:/Conductor, and click Next (???) Step 11: Select Complete (????), and click Next (???) Step 12: Click Install (??) Step 13: Select All and click Yes (??) Step 14: After the installation is complete, click to edit settings (????) Step 15: Select 3-Tier, enter IP : 10.225.39.70, Port : 211 Step 16 copy the files from ???Conductor??? to the conductor folder. Step 17 Copy the 2 documents in "???Conductor???" to location: D:/Conductor ------------------------------------------------------------------------------------------------------------------------------- If issue not related to installation and access creation, refer user to contact the ERP vendor for assistance ???? ???????? e-Service (? e-Service ?????） ?? ：+886 (04) 2305-1533 ??：+886 (06) 228-1956 Customer Service Dingxin User Service Platform e-Service (formerly the e-Service website, now a new platform) Taichung: +886 (04) 2305-1533 Tainan: +886 (06) 228-1956 ------------------------------------------------------------------------------------------------------------------------------- LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration Item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will guide the user to submit request via myIT corner TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
eApps - How to verify the GL account code before interface
English
kungngien.tiong@as.corp.airliquide.com
28
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 9:40:44
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
11
2025-08-08 9:40:00
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to verify the GL account code before interface? POSSIBLE CAUSES: The employee does not have rights to access the Accounts to download the reports. STEPS: 1. Login to Expense application. 2. Click My Account and then PAYMENT menu 3. Enter Batch No. (optional). 4. Select the search Criteria Batch Status as PAID. 5. The Paid Batch listing is displayed as shown below. 6. Select the Batch from the list. 7. Selected batch details will be displayed. 8. Click Export LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: eApplication - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User not found in admin. POSSIBLE CAUSES: User access rights not set. STEPS: 1. Check user CA_USERS table SELECT * FROM CA_USERS WHERE USERID =#USERID# 2. Check user access rights. SELECT * FROM CA_USER_DATA_ACCESS WHERE USERID =#USERID# LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - eAline Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
admin, airliquide, aline, com, corp, deepak, eapps, english, found, hasani-sc, kungngien, not, tiong@as, user not found
NaN
KB0017905
Gideons - An error occurred on the supplier COA VALIDATION screen
English
kungngien.tiong@as.corp.airliquide.com
74
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:09
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
68
2025-05-02 10:36:38
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: An error occurred on the supplier COA VALIDATION screen. STEPS: Follow the steps below to check that how the validation message showing on supplier COA validation screen: 1. Different types of validation and respective messages in IQC check. 2. Invalid supplier - Supplier code (mapping in TG_Supplier) is passed as null in the supplier CSV or invalid(mapping in TG_Supplier) and CSV supplier_code not SGLAB(Skips validation). 3. Invalid product - Product code is passed as null or invalid in the supplier CSV, and CSV supplier_code not SGLAB (Skips validation). 4. Invalid Recipe No - Recipe No is null as the supplier code is not matched with the supplier code in CSV or product_no is not matched with CSV AL_prod_no. 5. Invalid Component/Impurity - Component is passed as null or invalid component against supplier TG_component in the supplier CSV, and CSV supplier_code not SGLAB (Skips validation). 6. Invalid Component UOM - UOM is passed as null or invalid UOM against TG_component_UOM. 7. Invalid Manufacture Date - The CSV uploaded value from the Manufacturing date column is empty. 8. Invalid Expiry Date - The CSV uploaded value from the Expiry date column is empty or less than the CSV uploaded date (last updated date). 9. Missing component against recipe - Supplier sent the number of components less than the number of recipe components. 10. Invalid component against recipe - Supplier sent a number of components greater than the number of recipe components. 11. Invalid analysis value against Supplier Recipe USL/LSL - Supplier recipe USL is less than the supplier analysis result or LCL greater than the supplier Analysis result. 12. Invalid analysis value against Supplier Recipe UCL/LCL - Supplier recipe UCL less than the supplier component analysis result or supplier recipe LCL greater than the supplier component Analysis result. 13. Invalid analysis value against Supplier Recipe UICL/LICL - Supplier recipe UICL less than the supplier component analysis result or supplier recipe LICL greater than the supplier component Analysis result. 14. Supplier Manufacturing Site/PO number cannot be empty - If the CSV files for ALGEM, Ensure the file should have value in the manufacturing site, this will be considered as PO number. 15. This field cannot be empty for ALGEM. Based on this value this system will decide, this CSV data needs to be moved to which country. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category:Application Subcategory:Bug / Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to extract Data of company list or customer owner in Bar+ BEFORE YOU START: Please make sure to include region ID or other conditions to the ticket before assigning to L1.5 STEPS: Option 1: Extract data by Bar_Company_Details report SQL script SELECT "Gvw_Rpt_Prospect_GetCompanyDetails"."COMPANY_ID", "Gvw_Rpt_Prospect_GetCompanyDetails"."COMPANY_NAME (ENGLISH)", "Gvw_Rpt_Prospect_GetCompanyDetails"."ADDRESS_1", "Gvw_Rpt_Prospect_GetCompanyDetails"."ADDRESS_2", "Gvw_Rpt_Prospect_GetCompanyDetails"."ADDRESS_3", "Gvw_Rpt_Prospect_GetCompanyDetails"."CITY", "Gvw_Rpt_Prospect_GetCompanyDetails"."POSTAL_CODE", "Gvw_Rpt_Prospect_GetCompanyDetails"."AL_ACCOUNT_NO", "Gvw_Rpt_Prospect_GetCompanyDetails"."AL_INDUSTRY_SECTOR_ID", "Gvw_Rpt_Prospect_GetCompanyDetails"."AL_INDUSTRY_SECTOR", "Gvw_Rpt_Prospect_GetCompanyDetails"."REGION_CODE", "Gvw_Rpt_Prospect_GetCompanyDetails"."REGION", "Gvw_Rpt_Prospect_GetCompanyDetails"."OWNER_ID", "Gvw_Rpt_Prospect_GetCompanyDetails"."OWNER_NAME", "Gvw_Rpt_Prospect_GetCompanyDetails"."CUST_NO", "Gvw_Rpt_Prospect_GetCompanyDetails"."GL_ACCOUNT_NO", "Gvw_Rpt_Prospect_GetCompanyDetails"."GLOBAL_ACCOUNT", "Gvw_Rpt_Prospect_GetCompanyDetails"."COMPANY_TYPE_1", "Gvw_Rpt_Prospect_GetCompanyDetails"."COMPANY_TYPE_2", "Gvw_Rpt_Prospect_GetCompanyDetails"."COMPANY_TYPE_3", "Gvw_Rpt_Prospect_GetCompanyDetails"."COMPANY_TYPE_4", "Gvw_Rpt_Prospect_GetCompanyDetails"."COMPANY_TYPE_5", "Gvw_Rpt_Prospect_GetCompanyDetails"."COMPANY_TYPE_6", "Gvw_Rpt_Prospect_GetCompanyDetails"."CREATED_BY", "Gvw_Rpt_Prospect_GetCompanyDetails"."CREATED_DATE", "Gvw_Rpt_Prospect_GetCompanyDetails"."UPDATED_BY", "Gvw_Rpt_Prospect_GetCompanyDetails"."UPDATED_DATE", "Gvw_Rpt_Prospect_GetCompanyDetails"."COMPANY_NAME (LOCAL)", "Gvw_Rpt_Prospect_GetCompanyDetails"."BUSINESS_LINE_ID", "Gvw_Rpt_Prospect_GetCompanyDetails"."BUSINESS_LINE", "PROSPECT_COMPANY"."ACTIVE_STATUS", "Gvw_Rpt_Prospect_GetCompanyDetails"."PRODUCT_DESCRIPTION", "Gvw_Rpt_Prospect_GetCompanyDetails"."PROFILE" FROM "Gvw_Rpt_Prospect_GetCompanyDetails" "Gvw_Rpt_Prospect_GetCompanyDetails" INNER JOIN "ALCHINA"."dbo"."PROSPECT_COMPANY" "PROSPECT_COMPANY" ON "Gvw_Rpt_Prospect_GetCompanyDetails"."COMPANY_ID"="PROSPECT_COMPANY"."COMPANY_ID" WHERE REGION='BOS-SC' ----Update region as per users request Option 2: Extract data by the view SELECT * FROM Gvw_Rpt_Prospect_GetCompanyDetails WHERE REGION='BOS-SC' ----Update region as per users request Option 3: Extract data by the tables SELECT * FROM AL_SECURITY.APPSECURITY.REGION WHERE DESCR='BOS-SC' ----Take region_id SELECT * FROM BAR.COMPANY WHERE REGION_ID = '69' ----Update region as per users request LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Gideons - Components are not loading in the correct sequence on COACOC spec screen
English
kungngien.tiong@as.corp.airliquide.com
30
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 9:20:41
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
14
2025-08-11 9:18:40
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Components are not loading in the correct sequence on COACOC spec screen. STEPS: Follow the steps below to check that how the components loading on the spec screen: 1. Ensure that the country setting is updated correctly for this flag "DEMC_DISPLAY_COMPONET_BY_SEQUENCE_NO" . 2. Ensure the above-mentioned country based sequence is working correctly or not. NOTE: 1. ALSG - Coa Coc Component spec screen, The components will be displayed by component Print Sequence order(Recipe detail table) . 2. China - Coa Coc Component spec screen, The components will be displayed by Component Sequence order(Recipe detail table) . 3. Country setting is set to 'Y' for countries who require to display the component seq_no as the sequence order in a Component spec popup. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, coacoc, com, component, component sequence not correct, components, corp, correct, deepak, english, gideons, hasani-sc, kungngien, loading, not, order, order not correct, screen, sequence, spec, spec screen, tiong@as
NaN
KB0018264
eApps - Safety Transporting Cylinders document can't be downloaded
English
kungngien.tiong@as.corp.airliquide.com
27
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 8:36:12
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS - ALNET
NaN
NaN
NaN
5
2025-08-11 8:35:24
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Safety Transporting Cylinders document can't be downloaded POSSIBLE CAUSES: File not available. STEPS: 1. Check file Location at alnetweb/files/TransportingCylinders.pdf 2. Check URL http://as-gidpa-anz/Gideons/alnetweb/files/TransportingCylinders.pdf LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to add a new Company POSSIBLE CAUSES: Expense company basic detail is initialized yet in the security system. STEPS: 1. Login to Expense application. 2. Click Admin and then COMPANY menu. 3. Click and the add company screen appears. 4. Enter the details of the company. 5. Click to add the company. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
BLAC - How to install the OBC application to the tablet
English
kungngien.tiong@as.corp.airliquide.com
17
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 9:02:51
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
19
2025-08-08 9:01:54
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: What is the procedure to install the OBC application to the tablet ? STEPS: Follow the below procedure to install OBC in a tablet: 1. Launch Zone Apps setup Files site https://sites.google.com/a/airliquide.com/cp-apac-zoneapps/. 2. Select the Country. 3. Select OBC APK section. 4. Click the latest version link and download. 5. Copy the downloaded .apk file to the tablet. · Connect tablet to the PC using USB cable. · Copy and paste downloaded APK into tablet. 6. Tap on copied .apk file in the tablet and then installer will install apk in the tablet. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident TEAM: BAP-COE-BLAC-L2
E-Apps - User unable to login to Resource Reservation Portal
English
kungngien.tiong@as.corp.airliquide.com
27
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:34:41
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS
NaN
NaN
NaN
2
2025-07-17 8:36:28
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: Follow the below steps to solve employee login issue in Resource Booking portal. STEPS: 1. Navigate to http://as-asc-eapps/JWF/. 2. Login as Admin. 3. Enter the User ID on the 'Search Criteria' field and click on Search button. If the user record is not found, please skip to step #7. 4. Select the user profile and double click to Open. 5. Navigate to Module tab, ensure that the Resource Reservation module is checked. Click on Save Module. 6. Navigate to Security Group tab. Select the Resource Reservation from the dropdown menu. Ensure the required groups are checked. Once done, click on Save Group button. 7. If the user is not found/not exists in the system, click on Add User button. 8. Click on the Search icon. 9. Enter the user ID on the Search Criteria and click enter. 10. Inform user to navigate the portal using URL http://as-asc-eapps/reservation/Main.aspx?portal=Y LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Configuration item: eApplication - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): L1.5 Apps TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Gideons - Checklist template not visible for some users in CIS
English
kungngien.tiong@as.corp.airliquide.com
9
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 9:18:13
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
3
2025-08-11 9:17:20
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Checklist template not visible for some users in CIS. STEPS: 1.Check the user role in user module. 2.Check the AL Security country group using security application (Changes Sync Duration - 24 Hours) NOTE : Technician/engineer is not allowed to create template LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
REGION:AME ENTITY:BIS AMER SYMPTOMS: The following article describes the process for providing access to TapRoot BEFORE YOU START: - For US Air Liquide Employees only. US Air Liquide Employees can use it when out of the country.Non-US Air Liquide employees cannot use it when in the US. - Cannot install or give access to contractors or sub-contractors. Active Directory group for general access: TapRootEventView STEPS: Taproot Access request Guide user to access CARM & select "New request" CARM > Request new access > "+" > TapRoot > User must choose the desire role for TapRoot LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: SD guide user to raise access request in CARM TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to disable some expenditure items? POSSIBLE CAUSES: The employee does not have rights to access the Accounts to download the reports. STEPS: 1. Login to Expense application. 2. Click Admin and then COA menu. 3. List of COA will be displayed. 4. Click the Expenditure item icon ? 5. Click button. 6. Items will be disabled if there are no claims pending for employees. 7. Otherwise Unable to Deactivate. Deactivation restricted on this record message is displayed. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Gideons - Equipment status is incorrect in healthcare application
English
kungngien.tiong@as.corp.airliquide.com
14
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 9:25:54
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
2
2025-08-11 9:25:19
#########
NaN
BAP-COE-GID-L2
SYMPTOMS: Equipment status is incorrect in healthcare application. STEPS: 1. Check the order type and valid status for equipment from the following tables based on the country 2. Check the equipment status int HC.CYLINDER_TRANSACTION table based on order number and serial number select CYLINDER_ACTIVE_STATUS from HC.CYLINDER_TRANSACTION where doc_no = 'doc123' and serial_number = 'serial123' Check the CYLINDER_ACTIVE_STATUS has the previous equipment status LOGGING CATEGORISATION: If the above steps did not solved the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group: BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: No Delivery notification received in GTS application. POSSIBLE CAUSES: 1. Delivery notification is not enabled. 2. Customer data is not initialized in GID.CUST_NOTIFICATION_CONTACT table. STEPS: 1. Check if the notification is enabled or not in SVX.PARAMETER table using the following query: select * from SVX.PARAMETER where parameter_descr = 'DELIVERY_NOTIFICATION' 2. Check if the customer level data is initialized properly in GID.CUST_NOTIFICATION_CONTACT table. select * from GID.CUST_NOTIFICATION_CONTACT LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: : GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-GTS-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: L2
Microsoft Office approval flow - pending on GIO members
English
kungngien.tiong@as.corp.airliquide.com
82
Isabelle LAM
Uncategorized
Published
2025-07-30 11:08:58
6
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
18
2025-07-02 8:54:29
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:All SYMPTOMS: In case of the users requests access to any Microsoft application ( ex: Excel) via MyITcorner request, it is not enough to only approve by Line manager and IT manager, also somebody from GIO also needs to approve it, see the approval flow example in case of Excel request: BEFORE YOU START: Always make sure that the user's line manager and IT manager has approved the request, and only pending on GIO members. STEPS: If user contact us regarding an existing CATTASK and for days the request is pending on GIO members, but user would like to speed up the approval flow, or simply the user is not happy the rejection note by GIO, then you can provide the email address the user: gio-msefficiency@airliquide.com You can close the ticket. LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Configuration item: ManageMyService - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: In case of questions regarding Microsoft office apps request approvals, please contact with them via mail: gio-msefficiency@airliquide.com TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
SYMPTOMS: Not able to download COMINV report. STEPS: 1. Check if agenda is selected or not. 2. Check the Error log SELECT * FROM CA_ERROR_MESSAGE ORDER BY ErrorOccured DESC POSSIBLE CAUSES: Agenda not selected. LOGGING CATEGORISATION: If the above steps did not solved the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS - EALINE Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group: BAP-COE-EAPP-L2
able, airliquide, aline, com, cominv, cominv report, corp, deepak, download, eapps, english, error log, hasani-sc, kungngien, log, not, not able to download, report, tiong@as
NaN
KB0054299
EPIC - Default Currency
English
kungngien.tiong@as.corp.airliquide.com
41
NaN
Uncategorized
Published
2025-05-02 10:17:27
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
24
2025-05-02 10:14:50
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Incorrect currency appear in EPIC POSSIBLE CAUSES: Incorrect currency assign as default currency in EPIC > Setup > Users. BEFORE YOU START: Have access to update EPIC > Setup > Users. STEPS: 1. Search for user name filter by Full Name or Email 2. Click Edit 3. Select correct Default currency 4. Save the update. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category:Application Subcategory:Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Update the correct default currency TICKET TYPE: Temp field to be used until drop down is created for Adhoc ARTICLE TYPE: Temp field to be used until drop down is created for FCR TEAM: Temp field to be used until drop down is created for L1.5
eApps - Cannot see latest Product Price in Webstore
English
kungngien.tiong@as.corp.airliquide.com
6
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 9:25:22
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
2
2025-08-08 9:24:37
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Cannot see the latest product price in Webstore. POSSIBLE CAUSES: Data interfacing issue STEPS: 1. Check whether the prices are updated in Gideons. 2. If Yes, Check in the customer portal pricing tables. 3. If the pricing tables are not updated, raise an incident ticket for an immediate update. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to create folders in Shared drive. Note: Shared drive is a new section within Google Drive. Team Drive are shared collaborative spaces with a focus on teams. BEFORE YOU START: To update a folder, please follow KB0049028. STEPS: How to create new folder: 1. Open Drive 2. To the left, click on the Shared drive 3. Click New ? New folder 4. Enter a name and click Create LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to create a folder in a shared driver. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, corp, create, create folder, drive, english, folder, folders, google, google drive, harold, kungngien, ousset, shared, team drive, tiong@as
NaN
KB0018129
BLAC - How to uninstall the OBC application from tablet
English
kungngien.tiong@as.corp.airliquide.com
8
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 9:04:04
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
0
2025-08-08 9:03:32
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: What is the procedure to uninstall the OBC application from the tablet? STEPS: Follow the below procedure to install OBC in a tablet: 1. Deep press on OBC icon on the tablet. 2. Uninstall area appears in red on top area. Tip: This will be vary by tablet model. 3. Drag and drop OBC icon into uninstallation area. 4. Confirm the uninstall process. 5. The OBC application is uninstalled and the icon is removed from the tablet. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
BLAC - Login issue due to not having latest version of OBC
English
kungngien.tiong@as.corp.airliquide.com
23
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 9:06:01
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
21
2025-08-08 9:05:05
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Login issue due to not having latest version of OBC. POSSIBLE CAUSES: 1. Driver may try login with incorrect password. 2. Mobile data connection may be OFF. 3. The OBC server may be slow or down. STEPS: 1. Launch the OBC application. 2. Login with the provided User ID and Password. Warning: OBC version must be latest. 3. If the latest version is not installed, follow the below procedure to install latest OBC in a tablet: a. Lauch Zone Apps setup Files site https://sites.google.com/a/airliquide.com/cp-apac-zoneapps/. b. Select the Country. c. Select OBC APK section. d. Click the latest version link and download. e. Copy the downloaded .apk file to the tablet. Connect tablet to the PC using USB cable.Copy and paste downloaded APK into tablet. f. Tap on copied .apk file in the tablet and then installer will install apk in the tablet. TIP: Also get help from localIT to install for you. Note: If still same issue exists, Please contact the HubIT to investigate further.] LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: GIDEONS PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: There are some invoices missing out from the invoice download function from ARS STEPS: 1. Check the parent customer for the affected invoices with following query: USE ALVAKOREA GO SELECT CUST_NO, INVOICE_NO FROM INVOICE_HEAD WHERE INVOICE_NO = 'X87856' /* affected invoice numbers */ 2. Check the Delivery Order type of the missing invoice with following query: SELECT DH.MONTH_REF, DH.CUST_NO, DH.DEL_DATE, DH.ORDER_SERVICE_TYPE, ST.DESCR ORDER_SERVICE, DL.* FROM DO_HEADER_HISTORY DH INNER JOIN DO_LINE_HISTORY DL ON DH.DOC_NO = DL.DOC_NO INNER JOIN DBO.ORDER_SERVICE_TYPE ST ON ST.SERVICE_TYPE_CODE = DH.ORDER_SERVICE_TYPE WHERE MONTH_REF = '202011' /* change the month_ref to the affected invoices */ AND LEFT(DH.CUST_NO,6) IN ('ESV003','JWV009','KJV431','PMV225') If the Delivery Order type is Replacement Order then these invoices will not be included in the invoice download function. As per current implementation for the download invoices, system is not allowing negative adjustment QTY. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category:Application Subcategory:Bug / Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Project not found POSSIBLE CAUSES: Affiliate or BL do not match from search criteria. STEPS: 1. Check project affiliate and BL SELECT AFFILIATE_CODE , BUSINESS_LINE, * FROM CA_PROJECT WHERE PROJECT_CODE = '#PROJECT_CODE#' 2. Check User Access for Affiliate and BL SELECT * FROM CA_USER_DATA_ACCESS WHERE USERID = '#USERID#' LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
OBC Tablet - Notice/Warning: System Update notification received and other apps notification
English
kungngien.tiong@as.corp.airliquide.com
16
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-07-29 18:11:14
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
5
2025-07-17 8:56:23
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: OBC Tablet - Notice/Warning: System Update notification received and other apps notification ?????????????????????? BEFORE YOU START: OK to ignore. Basically, if an access point for OBC is set, this notification will not occur. Since the access point may have been changed, if it has been changed, have the access point for OBC restored. Same goes for notification of other apps, Basically, apps that are not related to work such as Google Play, Yahoo, and YouTube are disabled or notifications are turned off at the time of kitting, but it is possible that the settings were leaked at the time of kitting. If the user is concerned, ask them to disable it or turn off the notification. In particular, disabling the target application is better because it also saves packets. STEPS: How to setup access point: [Access Point Settings] [??????????] 1. Tap Settings. 1.???????????? 2. Tap Network & Internet, then tap Mobile Networks. 2．?????????????????????????????????????????? 3. Tap "Access Point Name". 3．??????????????????? 4 4. Tap "+". 4．?＋????????? 5. Change the values in 4 places. 5．4??????????? Change them as follows. ??????????????????? [Name] [??] OBC [APN] sb1.osk-net3.ultina [User Name] See list of Radius IDs. Click here for Tab6. For example: OBCSIM488@sb1.osk-net3.ultina [?????] ????ID??????Tab6??????????????OBCSIM488@sb1.osk-net3.ultina [Password] [?????] OBC_ALJ5963 6. Tap ... at the top right of the screen, then tap Save. 6．?????????????????????????? To disable apps please refer below: [??????] １５．???????????????????????? １６．???????????????XX???????????????????? ?XX???????????????? １７．?????????????????????? （??） ???????????? ???????????????? ??????????????? ?????????????????????????????? ????????? ???????????????????????????????? ???????? （2022.09.06??） ???? ???? ???? ???? ???? Google Google ???? Google Play ??? <...
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User reports that she/he is unable to send/receive messages via Google Chat STEPS: Make sure you are signed in to Google Chat.Check your internet connection. (Visit https://toolbox.googleapps.com/apps/browserinfo/ and attach to case screenshots of upper and lower sections)Refresh BrowserTry to reproduce it on Incognito Window https://support.google.com/chrome/answer/95464 Try a different browser.Clear your browser cache and cookies. https://support.google.com/accounts/answer/32050 Sign out and sign back in to Google Chat. https://support.google.com/chat/answer/10938367 If cannot resolve at L1, Contact Kite Support.KB0012701 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: The send-receive function on Google Chat has been restored. TICKET TYPE: Incident ARTICLE TYPE: NON FCR TEAM: OSS
airliquide, chat, com, corp, english, google, google chat, google chat messages, google chat send-receive, harold, kungngien, messages, ousset, receive, send, send-receive, send-receive messages, tiong@as, unable
NaN
KB0018358
eApps - Not able to search Project in admin alpaca radar
English
kungngien.tiong@as.corp.airliquide.com
7
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 9:44:43
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - eAline
NaN
NaN
NaN
1
2025-08-08 9:44:01
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Not able to search Project in admin alpaca radar. POSSIBLE CAUSES: User access rights not given. STEPS: 1. Check project affiliate and Business Line SELECT BUSINESS_LINE,AFFILIATE_CODE, * FROM CA_PROJECT GU WHERE PROJECT_CODE ='#PROJECT_CODE#' 2. Check User Access for Affiliate and BL SELECT * FROM CA_USER_DATA_ACCESS WHERE USERID = '#USERID#' LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Network - INTERNET or INTRANET website cannot be accessed
English
kungngien.tiong@as.corp.airliquide.com
837
Zhi Da LOH
Network / Connectivity
Published
2025-09-29 14:48:07
6
GIO Service Desk
NaN
#########
3.67
GIO-NET-Site Connectivity
NaN
NaN
NaN
468
2025-04-18 3:24:47
#########
NaN
GIO-NET-SUPPORT L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User experienced a longer time than usual to load the web page and result may be "No Internet" display on the browser. For example when visiting "www.google.com". Note: Reasons why Internet or internal websites are inaccessible are mainly because of some problems with end user device, network connectivity or server hosting the webpage . Therefore, it is best to isolate the root cause of the problem. BEFORE YOU START: Location: Reported affected site. How many users are affected?Can user/s connect to the LAN network successfully?Can user/s connect to WiFi network successfully?User/s connected through LAN and WiFi experiencing the same symptoms?Are all internet websites not accessible? if not, please specify.Are all intranet/internal websites/applications not accessible? if not, please specify.Attach ping and trace result for both internet and intranet destinations. STEPS: 1. PC/Laptop connection Make sure that the PC/Laptop is connected in the network in either wired or wireless connection. How to connect : LANWiFi 2. Internet and MPLS link status checks Request user to access web pages that are internet and intranet bound traffics. Example site of internal website:"http://gideons.apps.airliquide.com". Example site of external website: https://google.com 3. Analyse Only the reported website is not accessible. Other internet and intranet bound websites are working fine. The problem can be in the firewall, network reachability or web server . Reported internet bound website is not accessible along with other internet access but intranet traffics are working fine. The problem can be in the LSP hosting the internet. Reported intranet bound website is not accessible along with other intranet access but internet traffics are working fine. The problem is network connectivity. Action: Before logging a ticket, request the user to perform a trace and ping for troubleshooting reference. Trace command in command prompt Syntax: tracert x where x is the website or ip address they wish to access Sample trace using URLas the destination (remove https:// and other extensions) using IP address as the destination. Ping command in command prompt Syntax:ping x where x is the website or ip address they wish to access using URLas the destination (remove https:// and other extensions) using IP address as the destination Telnet command in command prompt Syntax:telnet x p where x is the website or ip address they wish to access where p is the port number use to access (Blank result means that the port is open) using URLas the destination (remove https:// and other extensions) using IP address as the destination LOGGING CATEGORISATION: Business service: GIO-NET-Site Connectivity Category:Network Sub Category: No Internet / Intranet Access Assignment group (if not L1): GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Network team
accessed, airliquide, com, connectivity, corp, da, english, internet, intranet, kungngien, loh, network, no, no internet, slow, slow network, slowness, tiong@as, troubleshooting, website, wifi, zhi
NaN
KB0018008
eApps - Why DO status is not appearing correctly in myGas
English
kungngien.tiong@as.corp.airliquide.com
7
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 9:03:21
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
1
2025-08-11 9:02:33
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Invoice details not found for the DO in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: Check interface jobs running with our error. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
CUP 11 - Windows 11 Upgrade Advertisement Pop up is missing
English
kungngien.tiong@as.corp.airliquide.com
477
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:35:32
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
126
2025-05-28 4:01:40
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User called for not having Advertisement Pop Up on the PC. POSSIBLE CAUSES: Windows 11 Advertisement is part of the CUP 11 Marimba package, so a missing file might be caused by the the failed or pending installation on BBCA. BEFORE YOU START: Prerequisites: Make sure that the PC has 42 GB or greater available disk space Make sure that the PC is connected to Internet (NOTE: If Zscaler or Cortex isnt correctly configured on the PC that can cause internet access issues)Make sure that the PC is conneted via Charging CableMake sure that all components are present in BBCA and in C:\_INSTALL\CUP11_2023 (~12Gb)Make sure that PC has not reached the END OF LIFE or will be in 2024, THOSE pc are excluded from the update For more information: https://learn.microsoft.com/en-us/windows/whats-new/windows-11-requirements STEPS: In case the shortcut is missing from the desktop, please go to BBCA and verify if the update packages are installed: SCENARIO 1 - No CUP 11 Marimba package is subscribed: please ask the user to wait for the updateSCENARIO 2 - CUP 11 Marimba package installations are in progress: please check the status in BBCASCENARIO 3 - CUP 11 Marimba package is installed, but Advertisement is missing from the list: please install the missing Advertisement via BBCA https://marimba.apps.airliquide.com:5282/CUP11_2023/cup11_005_advertisment-v1.0_ml_32 NOTE: The Advertisement can be triggered by runnin run_launcher batch file following the path C:\_Install\CUP11_005advertisement-v1.0_ml_32 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category:Devices Subcategory:Operating System TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
11, advertisement, airliquide, com, corp, cup, cup11, english, gerhards, issue, kungngien, maik, missing, not, not starting, pop, pop up, software, starting, tiong@as, up, update, upgrade, windows
NaN
KB0049392
Request access for eAline access
English
kungngien.tiong@as.corp.airliquide.com
31
Jack Keong WONG-SC
Uncategorized
Published
2025-09-29 14:34:58
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS
NaN
NaN
NaN
5
2025-07-02 9:02:14
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User request access for eAline BEFORE YOU START: -If SD receive call/CATTASK from user regarding request access for eAline STEPS: -Guide user contact ella.fargier@airliquide.com for eAline access creation LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - eAline Configuration item: eALINE - PROD Category: Application Subcategory: Access / Rights Resolution Notes: guide user contact ella.fargier@airliquide.com for eAline access creation TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
SYMPTOMS: Check WorkSpace Filter for login as user STEPS: Check the WorkSpace Filter for login as user. Use the following query SELECT * FROM CA_WORKSPACE_FILTER WHERE USERID = #USERID# POSSIBLE CAUSES: Workspace is not saved. LOGGING CATEGORISATION: If the above steps did not solved the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS - EALINE Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-EAPP-L2
MyHR / Workday - cannot access a knowledge item in MyHR Knowledge Base
English
kungngien.tiong@as.corp.airliquide.com
164
Goksu ISBIR
Uncategorized
Published
2025-09-29 14:53:04
6
GIO Service Desk
NaN
#########
NaN
GIO - PCI - myHR Help & Request
NaN
NaN
NaN
43
2025-05-28 4:49:27
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user contacted us to report an issue when trying to open a knowledge article Error message: "You do not have sufficient privileges to access this knowledge item" BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. If the issue is being raised by any other user: User should be guided to open a request in MyHR/Workspace portal STEPS: Create an incident ticket and assign it to GIO-ITSM DXC Third Party Maintenance HR. LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance HR TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
access, airliquide, article, base, com, corp, do, english, goksu, have, isbir, issue, item, kb, knowledge, knowledge base, kungngien, my, myhr, not, privilege, privileges, sufficient, system, tiong@as, workday, you, you do not have sufficient privileges to access this knowledge item
NaN
KB0019587
Gideons - Critical Updates are available to proceed. Please contact the Administrator error
English
kungngien.tiong@as.corp.airliquide.com
9
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 9:24:19
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
3
2025-08-11 9:23:24
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: When users launch Gideons application, the system prompts a message "Critical Updates are available to proceed. Please contact the Administrator" POSSIBLE CAUSES: The current Gideons application version is not having the latest version. STEPS: 1. Locate the latest version of the Gideons application patch that has been released recently. URL: https://drive.google.com/drive/folders/1995KDT1oPWSKp926NzUguh9dZ6a8BRw_ 2. Install the latest patch to the user's device. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: Service desk will guide the user to update the patch for Gideons TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Quest Unable to confirm trip due to unnecessary tank
English
kungngien.tiong@as.corp.airliquide.com
30
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-29 18:12:19
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
42
2025-05-28 4:58:47
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User try to change trip status to Confirmed by shipping company but below error message appear. BEFORE YOU START: Please get below information from user Trip numberTrip date STEPS: Check each stop and check whether if there is any unnecessary tank. Below is an example. The tank is not use but the date is different with trip date. Check the cancel flag to cancel the tank and click on Save button. Make sure that the Sales Volume does not change to 0. If the Sales Volume change to 0, proceed to next step. Change the weighing method to other method and click Save button. If pop up appear to input change reason, please input the change reason and click Save button. Change the weighing method to original setting and click Save button. Check whether the Sales Volume properly appear or not. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Category: Application Subcategory: Bug / Defect TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
GIDEONS - Can't find the invoice number when creating a credit note request
English
kungngien.tiong@as.corp.airliquide.com
79
Julia RAMLAN-SC
Uncategorized
Published
2025-07-30 5:50:11
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
53
2025-05-02 10:42:03
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: When a user selects an invoice Number to create a credit note request, the Invoice Number cannot be found during the search. POSSIBLE CAUSES: Selected Invoice was already matched fully. BEFORE YOU START: Please make sure to include screenshot, invoice No and error message to the ticket before assigning to Service Desk L1.5 STEPS: 1. Check the balance unpaid of the invoice. For example: SELECT BALANCE_UNPAID, * FROM INVOICE_HEAD WHERE INVOICE_NO=U55623 SELECT DEBIT_DOC, CREDIT_DOC, * FROM DOCUMENT_MATCH_HISTORY WHERE DEBIT_DOC=U55623 2. If the BALANCE_UNPAID is 0, you can't create a credit note against the invoice, so it is shown as blank on the search screen. If a user needs to create a credit note, then the invoice should be unmatched first. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category:Application Subcategory:Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: *GLOBAL* ENTITY: *ALL* SYMPTOMS: Maximo WO (Work Order) creation is failing. POSSIBLE CAUSES: Event may be created with multiple sites or equipments. STEPS: 1. Launch eLogBook URL in the browser. 2. Sign-in to the application using the login credentials. 3. The home screen appears. 4. Select an Event to go to edit page. 5. Click WO creation icon. Note: To create WO, Event should be single site and single equipment, if not icon will not appear. If the above steps did not solve the issue, raise a service request ticket with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB - eLogbook Configuration item: Digital Plants - eLogbook - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BEU-LI AP-ELOGBOOK TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BEU-LI AP-ELOGBOOK
airliquide, com, corp, creation, deepak, elogbook, english, failing, hasani-sc, kungngien, order, tiong@as, wo, wo creation is failing in elogbook, work
NaN
KB0018132
BLAC - How to enable the Print option
English
kungngien.tiong@as.corp.airliquide.com
11
Deepak HASANI-SC
Printing / Devices
Published
2025-08-08 8:58:01
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
7
2025-08-08 8:55:41
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: What is the procedure to enable the printer option for OBC application ? STEPS: Go to Installation, Check whether Print Physical on site option is checked for Delivery Order Management section in Delivery Points.Verify latest OBC Printer App is installed in tablet.If not, a. Launch Zone Apps setup Files site ttps://sites.google.com/a/airliquide.com/cp-apac-zoneapps/. b. Select the Country. c. Select OBC APK section. d. Click the latest version link and download. e. Copy the downloaded .apk file to the tablet. f. Connect tablet to the PC using USB cable. g. Copy and paste downloaded APK into tablet. h. Tap on copied .apk file in the tablet and then installer will install apk in the tablet. 4. Verify Blue-tooth printer is paired with tablet. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: GIDEONS PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Affiliate or BL not found POSSIBLE CAUSES: User is not assigned to selected Affiliate or BL. STEPS: Check the User Access for Affiliate or BL SELECT * FROM CA_USER_DATA_ACCESS WHERE USERID ='#USERID#' LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS Category: Application Subcategory: Availiability and Performance Issue Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
access, affiliate, affiliate or bl not found, airliquide, aline, bl, check, check user access, com, corp, deepak, eapps, english, found, hasani-sc, kungngien, not, tiong@as
NaN
KB0017413
eLogBook - Cannot create events
English
kungngien.tiong@as.corp.airliquide.com
58
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 9:13:20
5
GIO Service Desk
NaN
#########
NaN
LI Plants Operations
NaN
NaN
NaN
19
2025-08-11 9:12:35
#########
NaN
BAP-COE-eLogbook-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Cannot create an event. Showing an error "Please select a category". There are no categories in dropdown. POSSIBLE CAUSES: Category not created. STEPS: Note: Administrators can create categories for the organization, so contact eLogBook admin user of your organization to create categories. Follow the below procedure to create a category in eLogBook application: 1. Launch eLogBook URL in the browser. 2. Sign-in to the application using the login credentials. 3. The home screen appears. 4. Click icon. 5. Select Administrator from the menu. 6. Click Categories. 7. Click icon. 8. The create screen appears in the right pane. 9. Enter Category Code. 10. Enter the Description. 11. Click Create. 12. The category created and appears in the categories list. Note: Now the user able to see the created category while creating the event. If the above steps did not solve the issue, raise a service request ticket with the following details LOGGING CATEGORISATION: Business service: BAP - HUB - eLogbook Configuration item: Digital Plants - eLogbook - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BEU-LI AP-ELOGBOOK TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BEU-LI AP-ELOGBOOK
SYMPTOMS: Not able to add projects in Calendar. STEPS: 1. Check the Project status. SELECT PROJECT_STATUS , * FROM CA_PROJECT GU WHERE PROJECT_CODE ='#PROJECT_CODE#'. 2. Check if Agenda is selected or not. POSSIBLE CAUSES: Project status does not matchAgenda is not selected. LOGGING CATEGORISATION: If the above steps did not solved the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS - EALINE Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group: BAP-COE-EAPP-L2 a
able, add, add project, agenda, agenda not selected, airliquide, aline, calendar, com, corp, deepak, eapps, english, hasani-sc, kungngien, match, not, project, project status not match, selected, status, tiong@as
NaN
KB0018128
BLAC - OBC Tablet Name Registration
English
kungngien.tiong@as.corp.airliquide.com
17
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 9:07:50
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
22
2025-08-08 9:06:35
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: What is the procedure to register a OBC Tablet Name? Note: User does not have an interface to register new tablet. STEPS: Follow the below procedure to register OBC tablet name: 1. Registration of OBC tablets are one time exercise. 2. Send required Blue-tooth names of the Tablets to the HubIT and request them to register. 3. User can use the tablets only after registration. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC - OBC Configuration item: GIDEONS - PROD Category: Application Subcategory：Support / Assistance Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Consignment is not downloadable in Mobi. STEPS: Run the following script to reset the status: UPDATE CONSIGN SET STATUS = 'P' WHERE CONSIGN_NO = @Consign_No NOTE : MOBI application has permanently been shut down for AU Healthcare (AUHC). For hospitals under NSW Health, we are looking for a workaround. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS PROD Category：Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
eApps - Why DO lines are not available in DO details
English
kungngien.tiong@as.corp.airliquide.com
7
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 9:01:58
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
0
2025-08-11 9:00:49
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: DO lines are not available in DO details POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: The delivery orders are viewable in the My Order & Deliveries screen as long as DOs are not cancelled. Follow the steps below to find the delivery order details: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Dashboard. It displays the orders and details. 5. Click the respective order number to view the details. Use the following query to check the DO lines select * from cp.Do_lines where doc_no=#DOCNO# LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS - CUSTOMER PORTAL Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, available, com, corp, deepak, details, do, do details, do lines, eapps, english, hasani-sc, kungngien, lines, mygas, not, not available, tiong@as, why
NaN
KB0056969
Virtual RAID on CPU - ADM access rights needed
English
kungngien.tiong@as.corp.airliquide.com
13
NaN
Uncategorized
Published
2025-09-30 5:42:59
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1
2025-09-30 5:42:32
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User request Admin password to open Virtual RAID on CPU. POSSIBLE CAUSES: Hard disk is broken. STEPS: Creare INC ticket and escalate to Onsite to assist. LOGGING CATEGORISATION: Business service:GIO - EUS - UWP - Windows OS Configuration item: Hostname Category:Device Subcategory:Support / Assistance Assignment group (if not L1): OSS ARTICLE TYPE: Assignment TEAM: OSS
access, adm, admin, admin password, airliquide, broken, com, corp, cpu, disk, english, hard, hard disk broken, kungngien, needed, password, raid, rights, software, tiong@as, virtual, virtual raid, windows
NaN
KB0013168
PRIMAVERA - Request Access
English
kungngien.tiong@as.corp.airliquide.com
22
Maik GERHARDS
Uncategorized
Published
2025-09-29 14:51:57
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
3
2025-07-02 8:42:31
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User called because she can`t access Primavera application STEPS: User has to raise request in the It Catalog of Manage My Service: Add / remove Active Directory Groups Members The group user has to be added to in AD: dgdefr-ctx-app-primavera_p6_v15.1.6 User has to give as a clone ID (user who is using primavera) and then you will be able to provide user the AD group he has to be added to. If user is not authorized to open catalog request, the IT Approval or Budget Approval can raise it on behalf of the user. LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Account and Password Resolution Notes: User was informed on how to open catalog request to have access to PRIMAVERA. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:CHINA ENTITY:BIS APAC SYMPTOMS: How to join AL organization in WeCom BEFORE YOU START: P2 is the highest priority ticket we can assign for any issue related to WeCom, even though it's affecting multiple users. STEPS: Step 1: Apply access User who join AL after 15th May 2024 are require apply WeCom access in CARM （https://carm.apps.airliquide.com/Carm/login） There are two types of user account as right table shows. Please choose one through CARM Step 2: Login using your mobile Device Install ???? in your mobile device and follow below steps: Step 3: Join AL organization (1) Never used WeCom before If user never used ???? before, pls login with your WeChat account or phone number and make sure user enter both phone number and AL email address (2) Have used WeCom before I. If you have used ???? before, Click the button marked in red in the picture below AFTER login with your WeChat account or phone number II. Click ??/???? and choose ??????. Make sure you enter both phone number and AL email address **If your WeCom displays content similar to the picture on the right side, please make sure you choose ?? to avoid the disturbance to your WeChat friends** Step 4: Account verification and authenticate (OKTA to be activated later) (1) Input the verification code received by AL email (2) Finish the OKTA authentication as prompted: LOGGING CATEGORISATION: Business service: BAP-Wecom-Technical Service Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Follow the tutorials in KB to guide users TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BLAC - Unable to amend PO numbers in the KPI after drag & dropping an order
English
kungngien.tiong@as.corp.airliquide.com
10
Deepak HASANI-SC
Uncategorized
Published
2025-08-08 9:11:53
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
14
2025-08-08 9:11:37
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to amend PO numbers in the KPI after drag & dropping an order in BLAC. Previously we could change PO numbers after dragging 7 dropping a order in the KPI (trips) we unable to do it now. POSSIBLE CAUSES: This is not a system issue. It is an implementation in BLAC for PO number logic. STEPS: Check the Delivery Point (DP) master screen for the following condition: If the PO require field is enabled and then system is not allowing to input any free text in the PO number column. It becomes read only column and force to select a valid PO no from the PO searcher. If PO require field is not enabled, the KPI window will allow to input any free text as PO column, and it will be enabled. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Gideons Crystal Report Report shows blank result and incorrect view
English
kungngien.tiong@as.corp.airliquide.com
55
Gunalan BALAN-SC
Uncategorized
Published
2025-07-30 5:52:42
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
12
2025-05-28 3:29:23
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Users reporting that report shows blank result and incorrect view. When user tried to view report from Crystal report, it shows as blank and incorrect view as per below. STEPS: This issue happened due to wrong search value. Guide user to check the search parameter again and make sure to insert the correct value. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category:Application Subcategory:Bug / Defect Resolution Notes: Service desk will guide the user to correct the value TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Marimba - How to reinstall Marimba on user's workstation
English
kungngien.tiong@as.corp.airliquide.com
898
Maik GERHARDS
Uncategorized
Published
2025-07-29 18:13:13
6
GIO Service Desk
NaN
#########
2.50
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
112
2025-07-17 8:47:37
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: KB is L1.5 Scope BBCA reinstallation/ BBCA /Marimba reinstallation needed on user`s pc BEFORE YOU START: Guide: How to reinstall Marimba - https://docs.google.com/document/d/1QOGId2er1LCo0a0dw7CXH9qq9S6Cb7cqq5Tu1oE43MM/edit Version 10 of Marimba client downloadble from: https://drive.google.com/drive/folders/19-P0rQXO9oLzt6I1xNCDosTIQ9xzEk7j STEPS: 1. UNINSTALL MARIMBA 1a) Go into the registry 32 BIt client: HKLM\software\microsoft\windows\CurrentVersion\uninstall64 bit client: HKLM\software\WOW6432Node\microsoft\windows\CurrentVersion\uninstall and search for bmc.com or servicedesk.symphonyteleca.com In the key found, modify the Value for the Key noRemove to 0 Value 1 ? uninstallation not allowed Value 0 ? uninstallation allowed1b) Uninstall Marimba - Go to Add/Remove programs in control panel. - Choose the software BBCA_ClientWorkstation (or similar, depends on the source of the former Marimba client) and click on uninstall 1c) Check for BBCA Service Right after the uninstallation, check that the BBCA service has been removed: 1d) Delete regkey After the uninstallation, delete the concerning Regkey in the registry completely 32 bit client: HKLM\software\\Marimba64 bit client: HKLM\software\WOW6432Node\Marimba HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\5979AD0315F96444F880056E5AD95521 OR HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\18CF21B18A397CDFBEFC021677A8950B Check if exist and delete also Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{025949E2-EB9E-0383-A992-4079CEE910C2} Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{1B12FC81-93A8-FDC7-EBCF-2061778A59B0}Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\2E949520E9BE38309A290497EC9E012C Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\18CF21B18A397CDFBEFC021677A8950B 2. REINSTALL MARIMBA In cases of Marimba reinstallations, please use the latest installer you found in the DMLg_01707_harman_marimba-tuner-10.0.01e_ml_48Important things you need to know about the new installer The tuner installs itself in the new pathThe service is called "Tuner"In add/remove programs it is also called "Tuner"The tuner is immediately internet-capableIt can no longer simply be installed "over" it.In the case of a reinstallation, the previous tuner must first be uninstalled. The installation will run silently and there is only one installer for all Workstations. At the end please check if Marimba is working again while you checking if BBCA service is running. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Application Subcategory: Support / Assistance Resolution Notes: Marimba was reinstalled on user`s PC TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
GIDEONS - ALNET - How to map or transfer customers between agents
English
kungngien.tiong@as.corp.airliquide.com
66
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-07-30 5:52:43
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
36
2025-07-02 9:08:10
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: How to map/transfer customers from Agent B to Agent A in ALNET BEFORE YOU START: 1) Use this script in ALNET database to check the list of customers available for the assignment: USE ALNET_ALA SELECT * FROM CUSTOMER WHERE ON_HOLD = 'N' 2) Use this script in ALNET database to check the list of customers to be transferred from AGENT B to AGENT A: USE ALNET_ALA SELECT * FROM [DBO].[AGENT_CUSTOMERS]WHERE CUST_NO IN (SELECT DISTINCT CUST_NO FROM [DBO].[AGENT_CUSTOMERS] WHERE AGENT_NO IN ('Agent A'))AND AGENT_NO IN ('Agent B') ORDER BY CUST_NO Once the customers are available and list of the customers that need to be transferred is retrieved, you may refer to the GIF below on how to map ***Notes: If the list of the customers exceeds 10 records, please advise user to raise Data Update request using Simple Data Update link STEPS: Please refer the following GIF: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Potential Resolution for L1.5 TEAM: GIO-EUS-SD-APAC-L1.5
agent, agents, ahmad, airliquide, alnet, between, binti, com, corp, customer, customers, dayana, english, gideons, how, kungngien, map, map customer, map customer to agent, map customer to agent in alnet, rawi-sc, tiong@as, transfer
NaN
KB0017412
eLogBook - Cannot create an Account for a specific user
English
kungngien.tiong@as.corp.airliquide.com
33
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 9:12:05
5
GIO Service Desk
NaN
#########
NaN
LI Plants Operations
NaN
NaN
NaN
6
2025-08-11 9:11:19
#########
NaN
BAP-COE-eLogbook-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS Cannot create an Account for a specific user. Encounter an error "User already exists". But cannot find the same user account POSSIBLE CAUSES: User with the same email address may exist in a different organization. STEPS: 1. Launch https://elogbook.airliquide.com/ in the browser. 2. Sign-in to the application using the login credentials. 3. The home screen appears. 4. Click icon. 5. Click Users in left Hamburger Menu. 6. Click button to create user. 7. Enter Name, Email. 8. Select the User Type and Visibility. 9. Click Create button. 10. If you are getting an error message "User Exist with the same email address" a. Filter users with the name and couldnt find the user. b. Create a support ticket in My IT Corner, referring to the Logging Categorization below. LOGGING CATEGORISATION: Business service: LI Plants Operations Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BEU-LI AP-ELOGBOOK TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Gideons - Consumption Upload - Excel upload doesnt work in LTCSB
English
kungngien.tiong@as.corp.airliquide.com
23
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:02
7
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
14
2025-05-02 10:43:12
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Excel upload doesn't work in LTCBS Consumption Upload or LTCBS consumption template doesn't work. POSSIBLE CAUSES: 1. Wrong upload template has been used. 2. Wrong date format has been entered. STEPS: 1. Download the latest Consumption upload templates from the following links: - Single Contract Template https://drive.google.com/open?id=1ujo7Ab2u2tk2ZpRaqQsbaUWP8AgTKSsqiedgGrwgsKU - Batch Upload Template https://drive.google.com/open?id=1vGjxiraUksLGPvQHph1g1I0RgJN4yTgaoX5YcRzQoDo 2. Validate the data entered in the template carefully prior to uploading (mainly on the Date format) Batch Upload Template Single Contract Template Note: If find date format is incorrect, change the format and re upload again. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Category:Application Subcategory:Availability and Performance Issue Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, batch, batch upload template, com, consumption, consumption template, consumption upload, contract, corp, deepak, doesnt, english, excel, gideons, hasani-sc, kungngien, ltcbs, ltcsb, single, single contract template, template, tiong@as, upload, work
NaN
KB0017399
GTS - Docket delivery date has changed back
English
kungngien.tiong@as.corp.airliquide.com
42
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 6:13:52
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GTS
NaN
NaN
NaN
25
2025-07-17 8:53:05
#########
NaN
BAP-COE-GTS-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Docket delivery date has changed back, how do I fix it? STEPS: 1. Check docket audit table information (DO_HEADER_AUDIT table). SELECT DEL_DATE FROM DO_HEADER_AUDIT WHERE DOC_NO = 'DOC123' 2. Check the delivery date and find out which PDT the delivery order was uploaded to. 3. Update docket with the correct delivery date and inform service desk personnel to set correct date and time on the effected PDT. POSSIBLE CAUSES: PDT battery is flat. LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: (LFT/Large file transfer has been decommissioned, replaced by Place 2 share.) User is calling to ask for assistance with signing into the Place2Share application. STEPS: 1. Authentication for Air Liquide collaborators: From user`s corporate computer connected to the Air Liquide network, authentication is automatic, meaning there is no need to enter their email address and password. Just click on the blue link as shown below: Link for Place2share: https://place2share.airliquide.com Click on the automatic connection for AirLiquide users without typing any username or email address. If the following authentication pop-up appears, user has to enter Windows username (first name.last name) and Windows password: In case user is not using the internal network, click on the same blue link and users have to validate via OKTA (same process for subcontractors). 2. Authentication for external collaborators: From their computer, connected to the Internet, they will have to enter their own email address. Then, they will be asked to create a password. In case this is the first time they access the platform, then they will receive a temporary access code each time they want to access the platform: *Third parties (clients, partners, etc) wont necessarily need an account to access shared files on the platform. They just need to be invited by an Air Liquide collaborator. 3. Signing out: To sign out, click on the top right corner button, then Sign out: LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - PLACE2SHARE Configuration item: PLACE2SHARE - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted on how to sign in to Place2Share. TICKET TYPE: Inc ARTICLE TYPE: FCR TEAM: L1
access, airliquide, com, corp, english, harold, how, how to log in, kungngien, log, login, ousset, place2share, sign, tiong@as
NaN
KB0018363
eApps - BD Transfer user not found
English
kungngien.tiong@as.corp.airliquide.com
3
Deepak HASANI-SC
Uncategorized
Published
2025-09-18 10:52:33
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS
NaN
NaN
NaN
0
2025-08-08 9:16:02
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: BD Transfer user not found. POSSIBLE CAUSES: User does not exist as BD manager in Projects STEPS: 1. Check User and active status in CA_USERS SELECT * FROM dbo.CA_USERS WHERE USERID = #BD MANAGER# 2. Check any project exists for search user as BD Manager in CA_PROJECT SELECT COUNT(*) FROM dbo.CA_PROJECT WHERE BDMANAGER = #BD MANAGER# LOGGING CATEGORISATION: If the above steps did not solved the issue, raise an incident with the following details: Business service: BAP - HUB - EAPPS Configuration item: eApplication - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group: BAP-COE-EAPP-L2
airliquide, aline, bd, bd manager, bd transfer user, com, corp, deepak, eaapps, eapps, english, found, hasani-sc, kungngien, manager, not, not found, tiong@as, transfer
NaN
KB0012292
Java - App blocked by Java security
English
kungngien.tiong@as.corp.airliquide.com
1530
Maik GERHARDS
Uncategorized
Published
2025-07-30 11:34:23
7
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1085
2025-04-18 3:27:34
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
REGION:Global ENTITY:ALL SYMPTOMS: User gets the error message "Application blocked by Java security." BEFORE YOU START: 1. Users needs to use Amazon Corretto 2. In case of not working : users can have JAVA 8H202 version (NO OTHER VERSION ALLOWED) 3. NONE OF THE 2 OPTION works, user can request different version of Java via Non standard Software request STEPS: 1.- In Control Panel, Launch Java Console, Open Security Tab and Press Edit Site List, Click on Add, Fill URL of the web application (example: http://co-archivage1-prod:8080 ) Test, If still KO: 2.- Verify which versions are installed on the PC, it is highly recommend that only one Java version should be on the system. Current version is always advised. 3. Click on the Advanced tab and choose Disable verification under the Mixed code security verification 4. On the same tab select TLS under the Advanced Security Settings" option: TLS 1.0 - TLS 1.3 5. If KO Do the following: Close any open Microsoft Edge windowFrom the Control Panel Uninstall any versions of Amazon CorrettoIn File Explorer open %LOCALAPPDATA%\..\LocalLow\Sun\Java\DeploymentDelete the following files and folders: deployment.properties(All folders EXCEPT security) Open the security folderDelete the following files and folders: (All files EXCEPT exception.sites) Open Microsoft Edge and access again to Oracle, test responsibilities opening properly. 6.- If KO Reinstall software Install Java version 8u202 from Marimba. For AME: g_01554_oracle_java-jre-8-for-web-8u202_ml_48 For other regions: g_01492_oracle_java-8u202-x86_en_48 Also make sure that the Amazon Corretto app is installed as well, in case it is missing, install using: g_01612_amazon_corretto-1.8.0.422_ml_48 7.- If troubleshooting works pop-up will appear click on I accept the risk... and RUN LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Device Hostname Category:Application Sub Category: Availability And Performance Issue Situation: Application (middleware) corrupted [Incident] Resolution Notes: Java application runs properly after troubleshooting performed. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, amazon, amazon correto, app, because, blocked, blocked by java sercurity, com, corp, correcto, correto, date, english, error, gerhards, gideons, java, java 8, java troubleshooting, java version is out of date ; java plug-in blocked; java out of date, kungngien, maik, oracle, out, plug-in, plun-in, security, sercurity, software, the java plun-in was blocked because it is out of date, tiong@as, troubleshooting, version
NaN
KB0017389
GTS - Trip not found in Download Consign screen
English
kungngien.tiong@as.corp.airliquide.com
22
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 6:13:52
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GTS
NaN
NaN
NaN
15
2025-07-17 8:46:01
#########
NaN
BAP-COE-GTS-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Trip not found in 'Download Consign' screen in GTS application. STEPS: 1. Check if a user selected correct inventory location when login. 2. Trip date should be today's or future date, use the following query to check: select * from consign where trip_date >= getdate() 3. Trip should not be marked as 'Third Party' Delivery. LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-GTS-L2 TICKET TYPE: Adhoc ARTICLE TYPE: Assignment TEAM: L2
Gideons - Gideons and Hyperion figures not reconciled
English
kungngien.tiong@as.corp.airliquide.com
13
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 9:26:45
5
GIO Service Desk
Hezhar
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
5
2025-08-11 9:26:13
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS - APAC SYMPTOMS: Gideons and Hyperion figures not reconciled STEPS: 1. Pls run the below query. It should not return any record. SELECT * FROM PRODUCT P WHERE LEFT(P.AL_PROD_CODE8,4)<>P.AL_PROD_CODE 2. If it returns any records, open the CMS Web and fix the issue of C04 codes to be inline with C08 as C04 is key for Hyperion interface. You would be comparing the reconciliation at the C06 or C08 level. 3. If the above query did not return any records, as a next step. Then run the following query. Check the GAP_LCY column to be zero for all records (negligible fractional differences are accepted) SELECT * FROM dbo.Gvw_Rpt_CompareInvoicesAndSalesDetail ih WHERE IH.MONTH_REF=<> AND (IH.GAP_LCY>1 OR IH.GAP_LCY<-1) ORDER BY GAP_FCY, IH.GAP_LCY DESC 4. If not zero, mention that record's Customer Number and Product Number column and raise a ticket towards HubIT. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Product not found to place order POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: 1. Make sure the product is available. If any update or addition of new product, then it will interface next day EOD job. 2. Make sure the product is in a special price list. 3. Make sure product available for the customer to place order. Use the following query to check the product for order select * from cp.PRICE_CUST_GAS_PRICE where prod_no=PRODNO Select * from cp.PRODUCT_AVAILABILITY where prod_no=PRODNO and Location_id=LOCATION Use the following query to check the customer product type select * from cp.customer where Major_prod_type=CY and active_status=Y LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:APAC ENTITY:GLOBAL SYMPTOMS: The user is getting an error while accessing Microsoft Excel (Japanese) POSSIBLE CAUSES: Wrong settings in MS Excel Trust Center. STEPS: 1. Go to Excel Trust Center and enable the macros for the user. Details: Open an Excel document.All of Microsoft Excel's settings are accessible in the one dialog box, Excel Options. You can access this dialog box by clicking on the File tab and clicking on Options.The Excel Options dialog box provides a list of setting categories (down the left-hand side) that you can click on to access the related settingsIn the newly opened Trust Center. Choose Trust Center settings. Go to Macro Settings and choose 'Enable all macros' to activate them Click OK and check the tabs if the macro one is available or not. 2. To change the system locale Details: Inform the user that changing the system locale will affect all of his accounts on the computer.Go to Windows Control Panel > Clock and Region > Region - choose [Administrative] tab > Change system locale > Change to JapaneseUNTICK the checkbox of "Beta: Use Unicode UTF-8 for worldwide language support", click OK and you will be prompted for Admin credentials > Reboot the PC immediatelyIf that doesn't resolve the issue, TICK the checkbox and then UNTICK again, along with a reboot each time changes happened LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Devices Subcategory: Application Software Resolution Notes: The issue is rectified after changing the system locale to Japanese language with ADM credentials TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to change the telephone number set in 2 step verification, but when he is trying to login to Kite, it sends the SMS to the other telephone, so user cannot login. BEFORE YOU START: The article is applicable to Chromebook users only. STEPS: 1. Ask user to return on the page, where the user to write the Kite credentials. 2. In this page, user has to see the option " try another way to sign in". Please NOTE: It can happen that user cannot see this option. In this case, you have to generate a backup code in Google Admin. After generating the backup codes, user will be able to see this option. He will be able to choose the option " Enter one of your 8-digit backup codes". 3. You have to give a code to the user (via GAST Bot KB0011470). 4. User will be able to login to his account, and change the telephone number for 2 step verification by the following steps: 1. Go to user`s gmail account and click on user`s profile picture and "Manage your Google Account" 2. Click "Security" 3. Scroll down and click "2-Step Verification" 4. Ask user to enter his Kite password (and type the verification code as well) If user does not have the previous phone at him or her click "more options" and generate backup code 5. Click the pencil icon next to "Voice or text message (Default)" 6. Click Change Phone 7. Fill out the same phone number user used before 8. Choose Text message and click Next 9. Fill out the verification code received by sms and click Done If the phone number change does not work: After a few attempts the system might get in a loop and doesnt allow the user to complete the phone or other 2-step verification method but by providing a phone that the user doesnt have anymore. The user can access her/his account using backup codes provided by the Service Desk but is unable to update the 2-step verification method until the system resets the Challenge by itself (usually in 24/48 hours maximum). Solution 1. The user is waiting for 24/48, hours, then makes another attempt to change the phone number from https://myaccount.google.com/security or directly from https://myaccount.google.com/signinoptions/rescuephone If the user agrees with this, you can close the adhoc ticket. Solution 2. If the user cannot wait, we can open an incident, and send it to GIO-EUS-GOPS-DWP-L2 . In this case, removing the login challenge for 10 minutes from Admin Console should help the user to complete the procedure. Since this action only lasts for 10 minutes only, the troubleshooting should be done within this timeframe. The Kite team will contact the user via Google chat for screen sharing and troubleshooting. Please inform the user in this case, that she/he will be contacted by the Kite team, always via chat. If the user misses the chase of the Kite team, they will send an informative message to the user about the chase attempt and how to proceed. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was guided to change the phone number for the 2-STEP VERIFICATION TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: (Key) User is calling with an Ennov issue. STEPS: If the user calls regarding an issue with ENNOV, you will need to redirect him/ her to a key user. If the user had already contacted them, please create a ticket and assign to the resolver group (mentioned below). ENNOV PROD: Case 1/ If user is from the entity FR-ALFI --> See Key Users: Sarah ALARCON and Claire PAILLAS. If call from Key User, assign to the group BEU-CROSS DOMAIN Case 2/ If the user is from the entity FR-ALSF --> See Key User: Gwenaelle BROUSTAL. If call from Key User, assign to the group BEU-CROSS DOMAIN LOGGING CATEGORISATION: Business service: Quality Management Configuration item: ENNOV PROD Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): BEU-CROSS DOMAIN TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Gideons - How to check if a shared equipment is not found in VitalAire Singapore?
English
kungngien.tiong@as.corp.airliquide.com
6
Deepak HASANI-SC
Uncategorized
Published
2025-08-11 9:27:45
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
0
2025-08-11 9:27:05
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: Singapore ENTITY: BIS APAC SYMPTOMS: How to check if a shared equipment is not found in VitalAire Singapore? STEPS: 1. Check the shared record exists for the serial number of the equipment in HC.CUST_SHARED_CYLINDER table. 2. Check the product number and customer. They should match with the record in HC.CUST_SHARED_CYLINDER SELECT * FROM HC.CUST_SHARED_CYLINDER LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user called regarding access issue with Gideons website STEPS: Check if chrome is updated, it should be Version 93.0.4577.82 (Official Build) (64-bit) How to check Google Chrome browser version: Open Chrome menu in the upper-right hand corner of the browser window > Help > About Google Chrome If user is using the latest version, you may guide user with below workaround. Open Chrome menu in the upper-right hand corner of the browser window > More Tools > Developer Tools Right click on Refresh option on the browser link as highlighter in yellow.Select the option Empty Cache and Hard Reload. Ask the user to try again opening the page, it should resolve the issue LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category:Application Subcategory:Availability and Performance Issue Resolution Notes: Service Desk will remote in to users PC and empty cache and hard reload the developer tools TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: WCAA user calling reporting a library or expenses report issue with Aodocs. BEFORE YOU START: If user is facing a functional issue, please follow KB0030339. STEPS: When dealing with Aodocs issue, always make sure to gather all the needed information and attach it to the ticket: error message, screenshot ... - If the user's issue is about the Aodocs Library or expenses report: Assign the incident to onsite LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Aodocs - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): For the Aodocs library and expenses report issue assign accordingly depending on the user's location to : BAMEI-BENIN-L2 ,BAMEI-BURKINAFASO-L2 ,BAMEI-CAMEROON-L2 BAMEI-CONGO-L2 ,BAMEI-IVORYCOAST-L2 ,BAMEI-GABON-L2 ,BAMEI-MALI-L2 , BAMEI-SENEGAL-L2 ,BAMEI-TOGO-L2, BSE-KITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
To DO notification. Whenever a reminder notification is created it deletes the previous reminder, reminders set to trigger every 48 hours with no escalations. You are only going to see the most recent reminder notification in the To Do list. The reminder notification is going to get replaced with a new one every 2 days with the way they have their approvals configured. 1. Reminders set every 48 hrs - is this a generic setup or specific to user or content group or country?Its a generic setup, Its applicable to all users. 2. if we ask the user to use the view unread instead of To do will user see all the notifications or still will not see the deleted one?When a new notification comes for same requisition, it deletes the old duplicate one, similar to how Reminder notification deletes old Reminder notifications.3. How can the user manually retrigger the approval as I thought it's a flow after the previous approver approved then it comes to the next and it will continue to send reminders till the approver approves it?Theres a button (green paper plane) to trigger the notification for approval, It resends the first notification instead of a reminder, This triggers :id/resend api and we suspect the requester might have clicked it to get the approval.
addanki@as, airliquide, com, corp, do, english, kushwanth, list, not, notifications, received, to do list.
NaN
KB0022266
CONFIGURATION APN
English
laetitia.cadet@eu.corp.airliquide.com
0
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-07-28 19:31:55
11
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2021-08-26 16:12:17
#########
NaN
GIO-EUS-SD-EUROPE-L1
Message “symptôme erreur : configuration APN, veuillez contacter le support” Lorsque le message "erreur de configuration APN" apparaît, voici la démarche à suivre. 1 - aller dans le dossier "raccourci" du PDA et cliquer sur "affichage". En haut à gauche, cliquer sur " < ". Cela vous permettra d'accéder à vos paramètres. 2 - dans paramètres : clique sur "connexions" puis sur "réseaux mobiles" et "nom des points d'accès". 3 - vérifier que l’APN "ims039 est bien coché (rond bleu). Si ce n'est pas le cas, il faudra l'ajouter. Si c'est le cas, vérifier tous les points ci-dessous : · Nom : ims039 · APN : ims039.fr · proxy : · Port : · Nom utilisateur : alehos@alehos.fr.fg · Mot de passe : ceeh6n6a · MMC ou MCC : 208 · MNC : 01 · Type d’authentification : PAP ou CHAP · Type du réseau virtuel mobile : SPN · Valeur du réseau mobile : orange F 4 - Si pas d'APN "ims039" il va falloir le créer. Dans "nom des points d'accès", cliquez sur "Ajouter". Puis rentrer toutes les données ci-dessous : · Nom : ims039 · APN : ims039.fr · Proxy : · Port : · Nom utilisateur : alehos@alehos.fr.fg · Mot de passe : ceeh6n6a · MMC ou MCC : 208 · MNC : 01 · Type d’authentification : PAP ou CHAP · Type du réseau virtuel : SPN · Valeur du réseau mobile : orange F Une fois les données entrées. En haut à droite, sur les trois petits points cliquez sur "enregistrer"; puis retourner sur la première page de votre PDA (là où il y a l'icône HOMES). En haut à droite, l’accès à « recharger le launcher » est possible alors cliquer dessus. Si ce n’est pas le cas, cliquer sur \/ puis sur « paramètres ». Une fois dans les paramètres, cliquer sur « recharger ». Félicitations le PDA est correctement configuré !
Workday: Time and Absence New User Experience (April 2025)
English
lara.meeker@am.corp.airliquide.com
547
NaN
Uncategorized
Published
2025-04-25 19:18:58
6
HR Knowledge Base
NaN
#########
NaN
NaN
NaN
NaN
NaN
5
2025-04-25 19:17:05
NaN
NaN
HR-BSC-MANAGEMENT-AG
NaN
2025, absence, absence calendar, airgas, airliquide, april, calendar, com, corp, english, enter, enter time, experience, lara, loa, meeker@am, new, off, request, request absence, sheet, time, time off, time sheet, timesheet, workday
NaN
KB0056476
Solidworks - Licence server migration
English
laszlo.rittling@eu.corp.airliquide.com
26
NaN
Uncategorized
Published
2025-07-23 11:03:07
3
GIO Service Desk
NaN
#########
NaN
BEC - Windows Device
NaN
NaN
NaN
0
2025-07-23 10:59:34
#########
NaN
BEC-EIT-SNow-AppMgmt
COUNTRY/REGION:Germany/Poland ENTITY:BIS E&C SYMPTOMS: E&C D&IT is constantly modernizing and flexibilizing its way of delivering applications to its users. To facilitate continuous improvement, the Solidworks licensing environment for the FFM center is changing to enable further development and support for newer software versions. Planned start of migration: 25th July 2025 6:00 PM CEST. outage from 25th July 2025 6:00 PM to 7:00 PM. BEFORE YOU START: After the migration is complete on the server side, all changes should apply automatically on all End-Users PCs. Users will be required only to restart their laptops. STEPS: 1. On users computer open SolidNetWork License Manager Client:2. Provide administrative credentials.3. In the Server list tab click Add 4. In the pop-up window with prompt type 25734@saec-eclmap41 and click OK. 5. Select the old license server hostname - saec-eclmap01 - and click Delete .6. In the pop-up window, select Yes to confirm the deletion.7. Close the license manager by pressing X in the top right corner.8. Run the application to confirm that everything works.In case of any issue, the ticket should be forwarded to the responsible onsite support team. LOGGING CATEGORISATION: Business service: BEC - Windows Device Configuration item: PC name Category: Application Subcategory: Support / Assistance Resolution Notes: Name of the licence server has been updated, the application works again. ARTICLE TYPE: FCR TEAM: L1
VNC - Cannot connect to the PC, error: username or password is incorrect
English
laszlo.rittling@eu.corp.airliquide.com
185
Luc MELEN
Uncategorized
Published
2025-07-30 11:45:59
7
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
52
2024-06-06 10:31:04
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: L1 Helpdesk agent is trying to connect to the user's PC, but when the agent writes the ADM credentials, the agent receives the error message: "Either the username was not recognized, or the password was incorrect". STEPS: 1, Check that you are writing your ADM credentials (ADM_firstname.lastname) correctly and that caps lock is off/on as required 2. Ask another L1 colleague to try to connect to the same PC with his/her credentials If OK, change your ADM password in Active Directory (the password expires every 90 days) and try it again If KO, check the following knowledge base article: KB0011582 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only – Windows Configuration item: Host name Situation: Remote Control issue [Incident] TICKET TYPE: Process
To browse through the GIO BI Application, you need to request access to PowerBI services in CARM. (1) Click on "My Access" (2) Choose "BI Ops" (BI for Operations) (3) In the tree, develop "Group Level" then "BI for Digital & IT" then GIO BI and Select the desired role (4) Provide a quick comment and click on "Submit" After following the above steps and once you have been granted access: >> Click Here << to access GIO BI.
access, airliquide, bi, bourdonnec, bourdonnec@eu, com, corp, d&it, data, dataset, digital, digital & it data, english, gio, gio bi, how, laure, power, power bi, powerbi
NaN
KB0043221
How to change Graph appearance in MMS?
English
Laure.BOURDONNEC@eu.corp.airliquide.com
1
Laure BOURDONNEC
Uncategorized
Published
2025-07-28 23:03:09
12
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
0
2023-12-13 11:49:20
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NaN
GIO-PCI-ITSM-Global Process Manager
Since the Utah upgrade, the appearance of your graphs may have changed.You can change this option in your profile In your profile:- Select "Preferences"- Select "Accessibility"- Select the following option
SDBOX - Test Console keeps closing off Incident analysis Last Update: April 26th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Site is not displayed on SDBox Portal (the whole column is in red).Test Console closes without any warning (the message PC Xflow has started does not appear). BEFORE YOU START: Make sure you have an active Windows Admin user.Have basic knowledge of SDBox solution. STEPS: This behavior may occur when you perform the actions to relaunch SDBox services (see KB0034663 and KB0034733). 1° Launch Debug View application (can be found in C: > Exploit > Tools > Dbgview.exe). 2° Launch the Test Console application. The Test Console loads and closes off without any warning - the message PC Xflow Service has started does not appear. Check Debug view for error messages. /!\ Make sure that only one instance of each SDBOX-related services is running [StartX, PC Xflow, Test Console]) through Task manager. If more than one instances are running, close Start X and Test Console (right-click > select End task). /!\ As of Xflow, right-click on the icon (hidden icon next to the battery, network and sound icons on the PC desktop) and select Save & Exit (doing otherwise may trigger data loss). 3° Check the Event viewer (Application section is the one to be considered) for error messages. 4° Check the Test Console logs (can be found in C: > Program Files (x86) > SDBOX > Service > last .CSV file) for error messages. 5° Contact L3 and the developer for a deeper analysis and provide them with the details of error messages. POSSIBLE CAUSES: Database issue (Microsoft SQL) Solution : Test Console application cannot reach the database as the user cannot connect to it (the local user had to be recreated) - so Microsoft SQL had be fully reinstalled to solve that issue. LOGGING CATEGORISATION: Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
airliquide, closing, com, console, corp, english, fougere, fougere@eu, keeps, laure, off, sdbox, sdbox\n test console, test
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KB0052424
SDBOX - How to realign the touchscreen of the SDBox local server
English
laure.fougere@eu.corp.airliquide.com
10
Laure FOUGERE
Uncategorized
Published
2025-07-28 20:50:43
5
IT Knowledge
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2
2025-03-07 14:46:11
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ADHOC1122800
ALZ-AME-GCS-Production Assets-L2
SDBOX - How to realign the touchscreen of the SDBox local server How to article Last Update: September 20th, 2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Drivers and onsite users have trouble typing their login on the touchscreen. BEFORE YOU START: Have basic knowledge of SDBox solution;Have an active Alindus personal user. /!\ You need to have an onsite contact to perform some actions. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the local SDBox server via VNC with your Alidaho or Alindus user. 3° Stop SDBox application : 4° Search for Elo touchscreen (for Belgian sites) and launch the application. 5° Go to Properties 1 thumbnail. 6° Hit Align button. 7° Targets appear on the screen : your onsite contact must press the center of each of them. 8° Once done, the contact must touch the screen and check if the cursor is following their finger. If so, hit Yes (green tick icon). 9° Close Elo touchscreen application and relaunch SDBox application. 10° Ask the onsite contact to type their credentials in the login fields and confirm that the alignment is correct. 11° Disconnect from the local SDBox server and close the ticket. POSSIBLE CAUSES: Time & use of the touchscreen LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - How to configure a Geode printer Incident analysis Last Update: Octobre 25th, 2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. BEFORE YOU START: Make sure you have an active Windows Admin user.Have basic knowledge of GEODE solution.Ask the contact about the printer reference (brand + model).Create a dedicated folder ("Printer brand" + driver) in F:\Install on PC GEO01 STEPS: 1° Download the printer pilot : search for it with the printer reference on your browser, go to the printer's brand website and select the right pilot (should the 64 bits version). 2° Once you have it downloaded on your desktop, connect to the Production Assets jump server and copy-paste it to the jump server as .zip file. 3° Connect to the GEO01 PC, also known as the weighbridge PC or the driver's cabinet PC. Transfer the in a dedicated folder (under ) with the Transfer file widget on UVNC. 4° Go the folder where the pilot files have been transferred and unzip the .zip file in the folder. 4° Hit windows icon on the uvnc options. Go the configuration panel > printers 5° Delete the old GEODE_PESAGE printer. 6° Hit Ajouter une nouvelle imprimante / Add a new printer. The system will process your request and check if there is new printers on the PC network. 7° Select the new printer (it should match the printer reference the contact has provided). Modify the pilot path by the one leading the folder where you pasted the pilot software. Hit OK. 8° The system will process the configuration of the printer. Once done, right-click and select the test printing job. 9° Ask your contact if they have a page printed with the new Geode printer. 10° Disconnect from PC GEO01 and confirm the configuration to the client. LOGGING CATEGORISATION: Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBOX - SDBOX services relaunch How To Article Date: February 9th, 2023 Owner: Alizent International Department: Alizent Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: SDBOX application is not responsive (frozen login page - initialization process is stuck and not progressing).The PC has restarted (local electrical issue - shutdown).Drivers cannot connect. BEFORE YOU START: Make sure you have an active Windows Admin and Alidaho users.Check SDBOX portal beforehand (as it may provide useful hints about what is actually happening).Check monitoring (Canopsis and/or emails).Read L1 procedure (KB0034663). STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2° Connect to the PC site (only servers ending with SDB01) with your Alidaho user via UVNC (type the IP address of sites). /!\ Montoir and Richemont are now in ALINDUS domain - please use your ALINDUS user to connect to those sites. 3° Get to the PC desktop - please refer to KB0034663 (only steps 3 to 5). So far, the SDBox application and the TestConsole are disconnected. Please note that StartX and Xflow may still be running - check either in the Task manager or in the taskbar next to the clock. The desktop of each site PC has the three applications that rule SDBox services (order is a key notion with SDBox services): 1/ StartX 2/ TestConsole 3/ SDBox.Application 4° Please check the processes running on the PC (right-click on the taskbar and select Task manager) before proceeding to any relaunch. The processes that need to be running as Background processes are : NAPAC Xflow Executable;SDBox UI;StartX;TestConsoleDualServices. When checking the processes in the Task manager, make sure that only one of the processes above is running at the same time and all of them need to be running. There should not be several occurrences of any of those processes. Having the same process opened several times at the same time lead to dysfunctions with operations on SDBox service (frozen application, etc.). In the event that the Task manager is showing no running apps, click on More details so that you can have a full view of what applications are actually running. 5° In the event that all the SDBox services are out (e.g. due to a PC shutdown), click on the icon(1) StartX and wait a few seconds. A blue icon appears in the taskbar next to the clock. This means that StartX has started Xflow and Xflow is running. 6° Relaunch the icon(2)Test console, wait a few seconds for the following message to be displayed (PC Xflow service started). 7° Once that message has appeared, relaunch the icon(3) Application SDBox. A white login screen appears full screen with two options for connection (Connexion par badge and Connexion par login et mot de passe). 8° Once you have performed all the actions specified above, please close the UVNC connection. POSSIBLE CAUSES: Application issue PC shutdown Electrical issue LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - How to change the tag number of the loading station on GEODE application
English
laure.fougere@eu.corp.airliquide.com
30
Laure FOUGERE
Uncategorized
Published
2025-07-28 19:40:34
6
IT Knowledge
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2024-12-20 10:49:10
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ALZ-AME-GCS-Production Assets-L2
Geode - How to modify the tag number of the loading station on GEODE application Incident analysis Last Update: May 9th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. BEFORE YOU START: Make sure you have an active Windows Admin user.Have basic knowledge of Geode environment. STEPS: 1° Connect to Production Assets jump server (IP 10.151.202.222). 2° Connect to the Geode control room PC (server name ending with GEO02) via VNC. 3° Go to Equipements > Poste de chargement on Geode application 4° Go to Quais. 4° Click on Modifier and modify the tag number. 5° Once the tag number has been modified, click on Valider. 6° Click on Retour to go back to the home screen. 7° Close connection once you're done. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - How to prevent automatic exit procedures How To Article Date: July 17th, 2024 Owner: Alizent International Department: Alizent Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The loading has been automatically closed while the driver is still loading. BEFORE YOU START: Make sure you have an active Windows Admin user;Make sure you have basic knowledge of Geode. STEPS: 1° Connect to Production Assets jump server with your Windows Admin user via RDP. 2° Connect to the control room PC (ending with GEO02) via VNC (the password is the same for all sites - in the event that you have any difficulty accessing the PC, please notify the L3 team about it). Note that whatever you are doing is then visible to anyone onsite or connected to the PC with VNC. 3° On Geode application (it should be displayed full-screen), go to tab Entrées and select Centrale. 4° On Centrale screen, go to tab Centrale Paramétrage. 5° Check the following lines: Time between entrance/exit (Délai entre entrée/sortie);Time between weighings (Délai entre deux pesées). 6° If they are at 0, please add a time to prevent any automatic exit procedure in case that the tag reader is faulty. 7° Go to tab Plant Message Chauffeur. 8° Add a message for the drivers (e.g. Welcome to [name of the site]"). Make sure that the Activated box (actif) is ticked (so that the message is displayed to the drivers) Adding a message to drivers displays an intermediary screen - this prevents any automatic validation. Display example of the message on drivers cabinet screen: 9° Once you have all the actions specified above, please close the VNC connection . 10° Check with the onsite contact if it works now. ROOT CAUSES: Faulty tag reader (the contact should address a RMA for that device). LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - ZEBRA tag reader is not communicating with Geode
English
laure.fougere@eu.corp.airliquide.com
50
Laure FOUGERE
Uncategorized
Published
2025-07-28 19:40:35
6
IT Knowledge
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26
2024-12-20 10:46:26
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INC1290801
ALZ-AME-GCS-Production Assets-L2
GEODE - ZEBRA tag reader is not communicating with Geode Incident analysis Last Update: November 7th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The Zebra tag reader is no longer communicating with Geode.Nothing happens when scanning a tag with the Zebra tag reader.An error message is displayed on the screen of the Zebra tag reader when scanning a tag. BEFORE YOU START: Have basic knowledge of GEODE solution.Make sure you have an active Windows Admin user.Make sure you have an active Alidaho user or an ALINDUS user. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2° Launch a Command Prompt console on your jump server session (type cmd in the Microsoft Search field and select Command Prompt) or on the TLS machine and perform network tests: a) Ping test: Type ping followed by the faulty Zebra tag reader IP address and hit Enter to run the test, b) Trace route test: Type tracert followed by the faulty Zebra tag reader IP address and hit Enter to run the test, c) Telnet test : Type telnet followed by the faulty Zebra tag reader IP address and the port number (if you know it) and hit Enter to run the test, d) Copy-paste the results of the above tests in the INC. The IPs of Zebra tag readers are in the flow matrix of the Geode site. The flow matrixes can be found on the Drive. If you cannot find them, ask a L3 Geode expert. 3° Connect to the impacted Geode VM via RDP and then to the drivers cabinet PC (weighbridge session) via VNC or directly to the drivers cabinet PC (weighbridge session) via VNC (this depends on the architecture of the site - password for the drivers cabinet PC is in the dedicated KeePass). 4° Press Windows icon on the upper tool bar on VNC. If it does not work, press Fn + F11 to close Geode full-screen interface. A pop-up window appears asking for confirmation, click on Yes. 5° Click on the Echo Server icon in the task bar in the lower part of the desktop to display its window. 6° Close the window of Echo Server to reboot it. 7° Echo Server is automatically relaunched by Geode Launcher. No action is then expected. 8° Disconnect from the drivers cabinet PC (and from the VM). 9° Notify the client and ask for confirmation that the Zebra tag reader can scan tags as expected at their end. POSSIBLE CAUSES: Communication issue LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
airliquide, com, communicating, communication, communication issue, communication problem, corp, device, english, fougere, fougere@eu, geode, hardware, laure, not, reader, tag, tag reader, zebra, zebra device, zebra tag reader
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KB0052634
GEODE - How to generate an quality certificate
English
laure.fougere@eu.corp.airliquide.com
11
Laure FOUGERE
Uncategorized
Published
2025-07-28 20:10:27
6
IT Knowledge
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1
2024-12-20 10:47:00
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ALZ-AME-GCS-Remote Assets-L2
GEODE - How to generate a quality certificate Incident analysis Last Update: September 26th, 2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The driver could not select the generation of a quality certificate;The settings of the contract in Geode does not specify the generation of a quality certificate upon drivers' checking in. BEFORE YOU START: Make sure you have an active Windows Admin user.Make sure the client has provided the full Geode loading reference.Have basic knowledge of GEODE solution. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the corresponding replication server (EU or AMEI). /!\ Use the service account instead of your personal Alidaho credentials. 3° Launch Geode Main and select the site. 4° Go to Operation > Geode - Operations or click on Operation button on the main screen. 5° Double-click on the loading which you need to generate the quality certificate for. /!\ Do not forget to set the view of the operations as All - unless you only see the current loading operations. 6° Once the loading page, click on Modify (at the bottom of the page). 7° Click on Add quality (green arrow) and type your username (e.g. GEODE expert). 8° In the line, add the quality needed (if several qualities are suggested, ask the client for more details), the number of certificates (1 or several) and the name of the certificate. 9° Once done, click on Validate (at the bottom of the page) and return to the main menu (back arrow button or hit Esc on your keyboard). 10° On the main menu, go Reports > Reports or click on Reports button on the main screen. 11° Select the quality certificate and the operation it is linked to. 12° Tick Imprimer sur écran (PDF) - Print on screen and hit Validate. 13° A pop-up window appears with the quality certificate - go to Files > Export as PDF > hit button OK. 14° Go the Windows file explorer and the most recent file you find should be the quality certificate you have just generated in Geode Main. 15° Copy-paste it on the Production Assets jump server and then on your desktop so that you can add a copy to the MMS ticket. 16° On the Replication server, close Geode Main and close your connection by clicking on the red cross. /!\ Do not disconnect the service account from the Replication server. 17° Inform the client that the quality certificate is now available in the MMS ticket and that they can generate quality certificates at their end with Geode Main on the Control room PC or session. LOGGING CATEGORISATION: Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L
GEODE - How to reactivate a deleted profile in Geode
English
laure.fougere@eu.corp.airliquide.com
11
Laure FOUGERE
Uncategorized
Published
2025-07-28 19:40:36
6
IT Knowledge
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0
2024-12-20 10:37:52
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ALZ-AME-GCS-Production Assets-L2
GEODE - How to reactivate a deleted profile in Geode Incident analysis Last Update: September 16th, 2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. BEFORE YOU START: Make sure you have an active Windows Admin user;Have basic knowledge of GEODE solution. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect: to the GEO01 server of the site via VNC or; to the VM of the site via RDP and then to the GEO01 server via VNC. 3° Sqltalk windows opens. Click on Files, then Open. 4° Copy-paste the following script: connect bdmois; select * from person_acces where nom_pers = 'ETIENNE' AND PRENOM_PERS = 'MAXIME'; UPDATE person_acces set PER_IS_VISIBLE = 1 where nom_pers = 'ETIENNE' AND PRENOM_PERS = 'MAXIME'; disconnect all; /!\ Pay attention to the words below in bold: bdmois is the database of the site (bd + the first three letters of the site);nom_pers must match the persons family name;PRENOM_PERS must match the persons first name. This script modifies the PER_IS_VISIBLE column in the database - that column rules the access of the person. The script changes that field from 0 (inactive) to 1 (active). 5° Press F5: lines appear in the second part of the screen. 6° Close SQLtalk.exe and disconnect from GEO01 server. 7° Inform the client about the reactivation of the access and ask them to perform a test. POSSIBLE CAUSES: Human error LOGGING CATEGORISATION: Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - Automatic printing not working Incident analysis Last Update: June 12th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The automatic printing is not processing on the drivers cabinet PC. BEFORE YOU START: Have basic knowledge of GEODE solution.Make sure you have an active Windows Admin user. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2° Connect to the impacted Geode VM via RDP and then to the drivers cabinet PC (weighbridge session) via VNC or directly to the drivers cabinet PC (weighbridge session) via VNC (this depends on the architecture of the site - password for the drivers cabinet PC is in the dedicated KeePass). 3° Press Fn + F11 to close Geode full-screen interface. A pop-up window appears asking for confirmation, click on Yes. 4° A LibreOffice crash pop-up window is displayed. Click on Do not send. 5° Geode interface is automatically relaunched by Geode Launcher. No action is then expected. 6° Disconnect from the drivers cabinet PC (and from the VM). 7° Notify the client and ask for confirmation that the automatic printing is being processed as expected at their end. /!\ In the event that the automatic printing is still stuck, please proceed to the actions specified in KB0042609/!\. POSSIBLE CAUSES: Wrong printing settings in LibreOffice.LibreOffice malfunctioning. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBOX - Relaunch SDBOX service from SDBOX central server
English
laure.fougere@eu.corp.airliquide.com
30
Laure FOUGERE
Uncategorized
Published
2025-07-28 20:50:40
6
IT Knowledge
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3
2025-05-21 15:37:49
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ALZ-AME-GCS-Production Assets-L2
SDBOX - Relaunch SDBOX services from SDBOX central server How To Article Date: February 10th, 2023 Owner: Alizent International Department: Alizent Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: SDBox portal is in Degraded mode;SDBox portal appears as Not connected. BEFORE YOU START: Make sure you have an active Windows Admin user. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the SDBox central server (IP 10.154.92.93) via RDP with your Windows Admin user. 3° Search for Services. 4° Search for SDBox for Data-center in Services. 5° Click on Start if the service is not running. Alternatively, you can click on Stop, wait until the service is stopped, and then Start. The actions you need to perform depend on the state of the service. 6° Wait until SDBox for Data-center is in Running state. 7° Close Services. 8° Check if there are errors linked to SDBox service to be found in the SDBox section in the Event viewer. 9° Disconnect from the SDBox central server. In the event that those actions are inefficient and the situation remains the same afterwards, the issue may rather be on AWS side, so please escalate accordingly. In the event that you cannot connect to SDBOX central server from the jump server, the issue may rather be a network one on AWS side, so please escalate accordingly. POSSIBLE CAUSES: Application issue Network issue LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
airliquide, central, com, corp, english, fougere, fougere@eu, laure, relaunch, sdbox, sdbox\n central server, server, service
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KB0042292
SDBOX - How to diagnose an infrastructure issue
English
laure.fougere@eu.corp.airliquide.com
34
Laure FOUGERE
Uncategorized
Published
2025-07-28 20:50:41
6
IT Knowledge
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11
2024-12-20 13:29:43
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NaN
ALZ-AME-GCS-Production Assets-L2
SDBox - How to diagnose an infrastructure issue Incident analysis Last Update: October 20th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Local SDBox is not visible on SDBox Portal;You cannot access to the local SDBox through VNC remote access tool;You cannot access to the local SDBox through the iLo card; You've received a Splunk alert stating that "winvnc is missing". BEFORE YOU START: Make sure you have an active Windows Admin user;Make sure you have an active Alidaho user. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the local SDBox PC via VNC with your Alidaho user. /!\ Montoir and Richemont are now in ALINDUS domain - please use your ALINDUS user to connect to those sites. 3° If your attempted connection fails, perform the following tests and actions on your jump server session: a/ Take a screenshot of the failed VNC connection attempt and paste it in the INC; b/ Connect to the iLo card of the local SDBox PC, go Remote Console & Media, launch HTML5 Console and check the Remote console: ?) If you can see the local SDBox PC's desktop, make sure all the SDBox-services are running (SDBox application, Test Console, Xflow (and StartX]); ?) If you cannot see the local SDBox PC's desktop and the Remote Console screen is black, this means that the PC is shut down and it needs to be switched on, so proceed as follows: KB. ?) You failed to access to the iLo card, take a screenshot of the failed iLO card connection attempt and paste it in the INC. c/ Launch a Command Prompt console on your jump server session (type cmd in the Microsoft Search field and select Command Prompt) and perform network tests: ?) Ping test: Type ping followed by the local SDBox PC's IP and its iLO card IP and hit Enter to run the test, ?) Continuous ping test: Type ping -t followed by the local SDBox PC's IP and hit Enter to run the test, let it run for about 1 minute and stop it with CTRL + C, ?) Trace route test: Type tracert followed by the local SDBox PC's IP and hit Enter to run the test, ?) Copy-paste the results of the above tests in the INC. 4° Check in MMS if other tickets have been raised for Scada servers, Geode servers, OTbox, firewalls located on the same site. A simple research with relevant keywords is enough (i.e. site name, server name, etc.) to get the information you need. If you ever find a relevant INC please add its INC number in the Parent incident field of your INC (see the Related records thumbnail in the MMS page of your INC). /!\ SDBox local PCs share the same infrastructure as Scada solution. 5° Check with your Production Assets colleagues if they do have issues with Scada on that site. 6° Check on Scada Monitoring if servers located on that site are in default. 7° Escalate the issue to GIO team: >>> Network issue (GIO-NET-SUPPORT-L1) >>> Server issue (GIO-SD-CS-WINDOWS-L2) /!\ Make sure all your observations and tests are gathered in your INC before escalating. /!\ Make sure you add the right Internal service and Business subscription before escalating (see Mindmeister map). POSSIBLE CAUSES: Electrical power outageLocal infrastructure issue (converter in default)Firewall failure LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Infrastructure issue Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBOX - Checking ILO cards Incident analysis Last Update: June 23rd, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. BEFORE YOU START: Make sure you have an active Windows Admin and Alidaho users.Have basic knowledge of SDBOX solution.Check SDBOX portal beforehand (/!\ No action if there is anything going on site [transfert, truck loading, maintenance, etc.]). STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Open a Google Chrome webpage and enter the ILO card IP preceded by https:// . A warning appears : click on Advanced and click on Proceed to [IP address] (unsafe). A login page appears - the credentials are in the dedicated Keepass. 3° If you cannot access the ILO card through Google Chrome webpage, connect to the SDBOX PC via VNC with your Alidaho user (/!\ No action if there is anything going on site [transfert, truck loading, maintenance, etc.]). /!\ Montoir and Richemont are now in ALINDUS domain - please use your ALINDUS user to connect to those sites. 4° Close SDBOX application (as it is full-screen displayed) : double-click on Air Liquide logo. A pop-up appears with a password field. Enter the password (the password is available in the dedicated Keepass). 5° Open a Google Chrome webpage and enter the ILO card IP preceded by https:// . 6° a If you can get to the login page of the ILO card, contact a GIO expert to have the ILO card reset. Once the action has been performed, test the connection at your end as per the first two steps of this procedure. 6°b If it you cannot get to the login page of the ILO card, a troubleshooting session must be planned with GIO teams, onsite contacts and Alizent for cabling checks and tests. 7°a If it is available, confirm to the GIO expert and close the ticket. 7°b If it remains unavailable, a troubleshooting session must be planned with GIO teams, onsite contacts and Alizent for cabling checks and tests. POSSIBLE CAUSES: Onsite issue (cabling, switch/fiber converter port not working, etc.)ILO card malfunction LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
EQUIBULK - Restart applications on a local Equibox How to article Last Update: March 7th, 2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The task Equibulk_TRSF or EQUIBULK is not in Connected status in Xflow.Logibulk Internet Transfer is active on the Equibox.There is no error message displayed on the Equibox related to the Equibulk driver's application or the Logibulk Internet Transfer application. BEFORE YOU START: Make sure you have an active Windows Admin user.Have basic knowledge of EQUIBULK solution. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the site's Equibox via VNC from Production Assets jump server. 3° Once connected to the Equibox, hit ALT + F4 : a window is displayed asking for a password (the password is in the dedicated KeePass). 4° Type the password and hit Enter. Both Equibulk driver's and Logibulk Internet Transfer applications shut down. 5° EnumProcess (Equibulk launcher) detects that the applications are down and automatically relaunches them. 6° Once Equibulk driver's and Logibulk Internet Transfer applications are up and running, close the VNC connection to the Equibox . /!\ Make sure the Equibox is ready for use (full-screen application and keyboard) to prevent any client complaint. 7° To check whether the actions are successful, you can verify the health of the Equibulk_TRSF and EQUIBULK tasks in Xflow (Connect to Xflow Web pages, go to Configuration > User tasks). They should look like this: POSSIBLE CAUSES: n/a LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
EQUIBULK - AUDIT task fails to be restarted How to article Last Update: June 5th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: AUDIT task fails to be relaunched on Xflow.AUDIT task remains on Running status when attempting to restart the task in Xflow BEFORE YOU START: Have the Kervisu application installed on your laptop.Have basic knowledge of EQUIBULK solution.Have basic knowledge of Xflow. Beforehand make sure that : you are connected to Ivanti VPN on Europe 2; you have all Equibulk sites saved on your Kervisu. STEPS: 1° Connect to the site through Kervisu (select your site and click on the satellite dish icon ). 2° Once connected to the site , go to Disks > C:\ > Legacy > Xflow2330 > Temp 3° Delete the file Audit.txt - Right-click on the item and select Remove file. 4° Disconnect from the site once done (click on the crossed-out satellite dish). 5° Connect to the Xflow pages of the impacted site on your browser - all credentials are in the dedicated Keepass. You just need to type the IP of the site's Xflow in your browser (use Google Chrome preferably). 6° Go to Configuration > Users tasks > AUDIT task 7° Relaunch the AUDIT task - click on Start this task. /!\ Make sure that the AUDIT task has the right status (Running & Connected, not just Running). It must have the same status as the CHECK task. POSSIBLE CAUSES: File Audit.txt has become unreadable LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
airliquide, com, corp, english, equibulk, fonctionnel, fougere@eu, laure, non
NaN
KB0039243
EQUIBULK - Locked user on Equibulk Web
English
laure.fougere@eu.corp.airliquide.com
11
Laure FOUGERE
Uncategorized
Published
2025-07-28 19:36:41
6
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
12
2024-12-20 13:38:16
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NaN
ALZ-AME-GCS-Production Assets-L2
EQUIBULK - Locked user on Equibulk Web Incident analysis Last Update: May 2nd, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The user can no longer log in on Equibulk Web.The credentials are no longer working BEFORE YOU START: Make sure you have an active Windows Admin user.Have basic knowledge of EQUIBULK solution. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2° Connect to EQUIBULK central server (IP 10.154.43.186) via RDP with Equibulk local user ONLY - see dedicated Keepass. /!\ There is only one RDP session available on EQUIBULK central server, that's why personal Alidaho users should not be used when operating on that central server (if you do, it will disconnect EQUIBULK local user). 3° Go to APPLI (D:) > WEBDEV_SITES > LOGIBULK > file PERSON.FIC 4° Open file PERSON.FIC 5° Go to the line of the locked user 6° Go to columns Block to date and Block to time 7° Clear the content of both columns (? key on your keyboard). 8° Close the file (automatic recording). 9° Cut the RDP connection to EQUIBULK central server. /!\ Do not sign the local user off. 10° Ask the contact to test the unlocked login on Equibulk Web. POSSIBLE CAUSES: Too many failed connection attempts LOGGING CATEGORISATION: Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Equibulk Central - PROD Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - User creation on GEODE Web How to article Last Update: May 2nd, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. BEFORE YOU START: Beforehand, ask contact for a template user (a colleague of theirs)>>> so that you'll know what access rights to grant the new user>>> copy the same access rights STEPS: 1° Connect to Geode Web (EU or AMEI). 2° Go to Administration > Menu Access rights > Users 3° Beforehand check that the contact does not already have an existing account (search with their family name and email address). 4° Search for the template user and take a screenshot of the tab Infos + tab Access /!\ Do not use the Danger zone tab as this tab is the one used to delete the user 5° Click on button 6° Fill out the first tab: - First name;- Last name; - Status (select Enable)- Address mail./!\ The Login is automatically generated during the creation. 7° Click on to activate the creation of the new user 8° Search for that new user and fill out the second tab Group. Click on Edit button (this will enable you to add the access rights to the new user). 9° Search for the right site and access rights as per template user. 10° Go back up and click on the floppy disk icon . 11° Tick Send new password and click on Edit. 12° Confirm to the contact that their user has been created on Geode Web Specify in your email:- new user (firstname.lastname)- template user used for creation- a first connection email has been sent to their address email You can check their first connection directly in Geode Web with the Last connection column LOGGING CATEGORISATION: Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
airliquide, com, corp, creation, english, fougere, fougere@eu, geode, geode web\n geode\n user creation, laure, web
NaN
KB0041503
GEODE - Traitement journalier xml - site XXXX - presente un trop grand nombres de fichier
English
laure.fougere@eu.corp.airliquide.com
17
Laure FOUGERE
Uncategorized
Published
2025-07-28 19:40:35
6
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
3
2024-12-20 10:55:42
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INC1246776
ALZ-AME-GCS-Production Assets-L2
GEODE - Traitement journalier xml - site XXXX - présente un trop grand nombres de fichier dans sont dossier OUTPUT Incident analysis Last Update: September 7th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: You have received an email from the monitoring stating that "Traitement journalier xml - site XXXX - presente un trop grand nombres de fichier dans sont dossier OUTPUT".Such an alert means that GeodeXmlLocal.exe application on site cannot get the files. BEFORE YOU START: Make sure you have an active Windows Admin user.Have basic knowledge of GEODE solution. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Proceed to connection test : connect to the Weighbridge PC via VNC. 3° If it fails, proceed to network test (ping, trace route & telnet). Please copy-paste the results in the INC ticket. 4° Connect to the dedicated replication server and to F:\GEODE\FTP\XXXX\SaveInput. Check whether you find any new XML files in that folder. 5° Warn L3 expert team about the issue and contact the site about the situation - asking them if there are any issue at their end. POSSIBLE CAUSES: Infrastructure;Local hardware issue;PC or GeodeXmlLocal.exe application is stopped;Network link (FTP flow) between the PC and Replication server is cut out, so no file can be delivered to the site. LOGGING CATEGORISATION: Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - SQL error message on GEODE application Incident analysis Last Update: June 23rd, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: a SQL error message is causing a crash of GEODE application on onsite PCsa SQL error message is displayed when navigating on GEODE application BEFORE YOU START: Have basic knowledge of GEODE solution.Make sure you have an active Windows Admin user.Make sure that the contact has provided you a readable screenshot of the error. STEPS: 1° Convert the SQL error number you have on the error message (type it in the Windows calculator set up as Programmer and in decimal [click on the burger menu in the left upper corner of the window to get all the options]). Click twice on QWORD and consider the signed number. 2° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 3° Connect to the impacted Geode VM via RDP and then to the control room PC via VNC or directly to the control room PC via VNC (this depends on the architecture of the site - password for the drivers cabinet is in the dedicated KeePass). 4° Press Fn + F11 to take Geode full-screen interface off. A pop-up window appears asking for confirmation, click on Yes. 5° Launch dberror.exe (this executable can be found on every GEODE PC) or Gupta. /!\ Gupta can be found in of those paths: C:\Program Files\NAFTIS\SQLBase 12.1.2C:\Program Files\ALIZENT\SQLBase 12.3 (for VMs) C:\Program Files (x86)\Gupta\Team Developer 7.3 C:\Program Files (x86)\Gupta\Team Developer 7.3\sqlbase 6° Enter the signed number you have converted earlier and click on the Look up! button. 7° Take a screenshot of it and close dberror.exe or Gupta. 8° Disconnect from the control room PC (and from the VM). 9° Contact L3 experts about the SQL error number you have converted and the translation of it you've gotten from dberror.exe or Gupta. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBOX - Washed-out Xflow Incident analysis Last Update: July 3rd, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Test Console does not connect to Xflow (the message PC Xflow has started does not appear).SDBOX application is not working (initialization bar stays frozen). BEFORE YOU START: Make sure you have an active Windows Admin user.Have basic knowledge of SDBox solution.Have basic knowledge of Xflow software. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the SDBox PC via VNC with your Alidaho user. /!\ Montoir and Richemont are now in ALINDUS domain - please use your ALINDUS user to connect to those sites. 3° Close SDBOX application ("Sortie pour maintenance") and Test Console. 4° Open a Google Chrome Web page (you can find it in C:\Exploit\Tools\GoogleChromePortable) and click on the NAPAC - Xflow shortcut. 5° Log in on Xflow software (the password is in the dedicated Keepass). /!\ You can get to Xflow software the same way using RDP instead but all actions must be performed on the main session. 6° If you get this view, this means that the Xflow configuration has been washed out for some reason. For confirmation, check the size of Xflow configuration file, also known as Xflow.wst (you can find in C:\Program Files (x86)\xflow\temp). The size of it should be around 200 KB. 7° A Xflow configuration file must be uploaded on the SDBox PC again. Close the Xflow software properly : close the Web page and right-click on the Xflow icon (hidden icon next to the battery, network and sound icons on the PC desktop) and select Save & Exit. 8° Open Task manager and close StartX (right-click and select End task). /!\ All SDBox-related services must be closed to prevent any data loss before proceeding to any action . 9° Copy-paste the Xflow configuration file available in Google Drive on your desktop (make sure you use the one related to the site impacted [there are folders per SDBOX sites]). 10° Replace .wst by .cst. 11° Rename the faulty Xflow configuration by adding .old at the end of it. 12° Copy-paste the new Xflow configuration file in the same folder as the old one and rename it with .wst once uploaded. /!\ The renaming step is compulsory, this deactivate the current Xflow configuration: do not delete any configuration file. 13° Once uploaded in the folder, replace .cst by .wst. 14° Close the folder and launch StartX. Xflow is automatically launched by StartX. 15° Connect to Xflow Web pages as previously. The configuration should be up now. Make sure that the configuration is similar to the one found on other sites, especially the client tasks and alarms. If there is anything missing, ask a Xflow expert for help and advice. 16° Launch Test Console. The following message "PC Xflow Service has started" appears. Launch SDBOX application. 17° Click on to disconnect from the SDBOX PC. POSSIBLE CAUSES: Human action LOGGING CATEGORISATION: Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBOX - How to diagnose a modem issue How To Article Date: May 19th, 2025 Owner: Alizent International Department: Alizent Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Contacts say that they have not received SMS for the start and the end of operations;Test console logs show that SMS are duly processed;The audit trail on central server does not show any incoming SMS from the pharmacists;. BEFORE YOU START: Make sure you have an active Windows Admin and Alindus users. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2° Connect to the local SDBox PC with your Alindus user via UVNC. 3° Close all SDBox-related applications (SDBox application, Test console, Xflow and StartX). Use the task manager to end Xflow and StartX programs. 4° Open a terminal (such as PuTTY). You can find one available under C:/ Exploit/Tools. 5° Once the PuTTY configuration windows shows up, select Serial in the Connection type. 6° Type the port serie number youve found in the config file of TestConsole and set it at 9600 bps (the port com number can be found in the modem section [aka SMSCom section] in the config file of the program, e.g. TestConsoleDualServices.exe.config. That config file can be found under ) 7° Click on Serial in the Category column : check that the speed is at 9600 bps and set the Flow control at None (that setting is on XON/XOFF by default). 8° Type the following command : AT+CR The response expected is OK. 9° To send a test text message, type the following: AT+CMGS=1 and CR A prompt > appears : then, type your own text and end it by pressing simultaneously CTRL+Z You should receive a text message from AT+CMGS (with a phone number). You can receive it on your own mobile phone if you replace the phone number with your own - make sure you leave the right phone number before you disconnect from the machine). 10° If the test text message fails, ask the contact to perform onsite checks on the modem. 11° Close the terminal (do not save your work). 12° Relaunch StartX (Xflow will start automatically). Make sure that the Test console and the SDBox application are up & running before ending the connection to the local SDBox PC. In the event that they do not start properly, follow that procedure (KB0034733). POSSIBLE CAUSES:Wrong network (3G being decommissionned)Broken modem device LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - How to reorganize a Geode database Incident analysis Last Update: March 20th, 2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. BEFORE YOU START: Make sure you have an active Windows Admin user.Have basic knowledge of GEODE solution. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the impacted GEO01 PC and stop the applications or on the Replication server. Repeat the same actions on GEO02 and GEO03. Note that you need to use the service account to connect to the Replication server. 3° Type service.msc in the Execute menu of Windows of the server. 4° Find one of the following applications in the list of services: Gupta SQLBASE 12.Y Server X;Unify SQLBASE 11.6 Server X; Naftis SQLBASE 12.1 Server X;Alizent SQLBASE 12.4 Server X. 5° Right-click and hit "End task". 6° Create a copy of one of the following folders: F:\DATABASE\BDXXXX ou E:\DATABASE\BDXXXX; C:\ProgramData\Unify\BDXXXX; C:\ProgramData\NAFTIS\BDXXXX (or XXXX being the 4 letters of the impacted site). 7° Save it in one of the following folders: F:\DATABASE\BDXXXX_saveDDMMYYYY;E:\DATABASE\BDXXXX_saveDDMMYYYY;C:\ProgramData\Unify\BDXXXX_saveDDMMYYYY; C:\ProgramData\NAFTIS\BDXXXX_saveDDMMYYYY. 8° Check that the repository includes the copied repositories and the number and size of the files included in each of the repository. 9° Relaunch the database engine: Right-click on the task bar and select the task manager;Find Gupta SQLBASE 12.4 Server X or Unify SQLBASE 11.6 Server X in the list of services;Right-click on it and select Start the service. 10° Reorganize the database: Right-click on the task bar;Select Démarrer, then Programmes, then Unify or SQLBase11.6 or Gupta SQLBase;Click on SqlTalk interactive SQL or SqlTalk. 11° Sqltalk windows opens. Click on Files, then Open. 12° Select file F:\GEODE\sql\reorgBD\Sequence.sql. Adapt the name of the database if needed. 13° Press F5: lines appear in in the second part of the screen. Write the number you find under the line in a notebook. ======================= (SYSDBSEQUENCE.NEXTVAL) NNNNNN If an error appears at that stage, create a new database. To proceed so, go to KB0048585. 14° Click on Files, then Open. Select the file F:\GEODE\sql\reorgBD\reorgBD\REORGANISATION.sql. Adapt the name of the database if needed. 15° Press F5: lines appear in in the second part of the screen. That step may spend 5-10 minutes. 16° Click on Files, then Open. Select file F:\GEODE\sql\reorgBD\Sequence.sql. Adapt the name of the database if needed. 17° Press F5: lines appear in in the second part of the screen. Write the number you find under the line in a notebook. The second sequence number must always be higher to the first one. If it is not please contact a database administrator to solve this out. 18° Relaunch Windows from PC GEO01 and check that all the applications are relaunched. 19° Once PC GEO01 is relaunched, relaunch the applications on PCs GEO02 and GEO03. LOGGING CATEGORISATION: Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
airliquide, base, base de données, com, corp, database, de, donnees, english, fougere, fougere@eu, geode, how, laure, reorganization, reorganize
NaN
KB0034691
GEODE - Traitement xml - site : 'XXX' -Un fichier est arrivé VIDE le YYYY-MM-DD-HH.MM.SS.000000
English
laure.fougere@eu.corp.airliquide.com
16
Laure FOUGERE
Uncategorized
Published
2025-07-28 19:40:33
6
IT Knowledge
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NaN
NaN
NaN
NaN
NaN
8
2024-12-20 10:52:58
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ALZ-AME-GCS-Production Assets-L2
GEODE - Traitement xml - site : 'XXX' -Un fichier est arrivé VIDE le YYYY-MM-DD-HH.MM.SS.000000 How To Article Date: February 2nd, 2023 Owner: Alizent International Department: Alizent Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: You have received emails that read Traitement xml - site : 'XXX' -Un fichier est arrivé VIDE le YYYY-MM-DD-HH.MM.SS.000000 (mail from the GEODE monitoring). BEFORE YOU START: Make sure you have an active Windows Admin user. STEPS: In this situation, GEODEXMLlocal needs to be relaunched on the PC next to the weighbridge on site (PC ending with GEO01). 1° Connect to Production Assets jump server with your Windows Admin user via RDP. 2° Connect to the weighbridge PC via VNC (the password is the same for all sites - in the event that you have any difficulty accessing the PC, please notify the L3 team about it). Note that whatever you are doing is then visible to anyone onsite or connected to the PC with VNC. Note: Some PCs may not be remotely accessible. If so, please contact the site team directly and ask them to reboot the PC. This action will relaunch all GEODE services. 3° Click on the Windows touch on the VNC taskbar on the upper part of the screen - the taskbar of the local PC appears. 4° Click on the GEODEXMLlocal application icon . It should be displayed on the GEODE service when you click on it, as the application is running in the back of the GEODE service (which is displayed full-screen). 5° Close the GEODEXMLlocal application. 6° A pop-up window appears, you need to confirm the closing of the application with Oui. This action is enough to reboot the GEODEXMLlocal application. Advice: GEODELauncher can be checked before rebooting GEODEXMLlocal software and you can use GEODELauncher to monitor the reboot. 7° Open the GEODELauncher application and click on the Actualiser button. 8° Check if the GEODEXMLlocal application is running (the application should have been automatically been relaunched by GEODELauncher) and if the relaunch is displayed ("1" is displayed in the column Etat courant and you have the status Démarrage en cours in the column Nb démarrage for GEODEXMLlocal line in GEODELauncher). 9° Once you have all the actions specified above, please close the VNC connection . 10° You should receive another email from GEODE monitoring stating as follows: Traitement xml - site : 'XXX' - Dernier Fichier reçu et traité : 'XXXX00000000000' - Fichier à traiter : 'XXXX00000000002.xml' - Numérot de lot attendu : '000001' In the event that those actions are not efficient and the situation remains the same afterwards, please escalate the matter to the ALZ-EU-GEODE-L3 team. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
-un, 000000, airliquide, arrive, com, corp, english, est, fichier, fougere, fougere@eu, geode, geodelauncher, geodexmllocal, geodexmllocal\n geodelauncher\n geode, laure, le, mm, site, ss, traitement, vide, xml, xxx, yyyy-mm-dd-hh
NaN
KB0055686
SDBOX - How to validate and release a transfer sequence
English
laure.fougere@eu.corp.airliquide.com
13
NaN
Uncategorized
Published
2025-05-12 17:24:28
4
IT Knowledge
NaN
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NaN
NaN
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NaN
NaN
0
2025-05-12 16:49:19
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INC1715712
ALZ-AME-GCS-Production Assets-L2
HOW TO VALIDATE & RELEASE A TRANSFER SESSION SYMPTOMS The transfer session has ended in a hybrid state; The transfer session does not reset; The SDBox station cannot be used. PRE-REQUISITES Beforehand check with the client if the sequence has been validated by a technician and by a pharmacist. STEPS1° Connect to the jump server 2° Connect to the impacted SDBox server via RDP. 3° Launch Google Chrome (C:\Exploit\Tools\GoogleChromePortable) and click on Xflow - aka NAPAC - Xflow (set as a shortcut in the task bar of the browser). 4° Connect to the Web pages (login and password are in the dedicated KeePass). 5° Go to Tableaux de bord or Dashboards > Lot and hit OK. 6° Set variable HSH_0100THL at 1 (should be at 0) and wait a few seconds and set it back at 0. That variable rules the technicians validation. Note that for Moissy, the variable is XFERT_VALID 7° For that step, there are 2 kind of situations: -a If the client has confirmed that the transfer sequence has been released by the pharmacist, then set variable HSH_0100TH at 1 (should be at 0) and wait a few seconds and set it back at 0. That variable rules the pharmacists validation. Note that for Moissy, the variable is LOT_SD_ACK -b If the client has notified you that the transfer sequence has been refused by the pharmacist, then set variable HSL_0100TH at 1 (should be at 0) and wait a few seconds and set it back at 0. That variable rules the pharmacists refusal. Note that for Moissy, the variable is LOT_SD_NACK 8° Check the Transfer sequence page on SDBox portal: it should look like this. 9° Close the Xflow Web pages and disconnect from the SDBox server. 10° Confirm to your contact that the Transfer sequence has been reset and the SDBox station is ready for use.
SDBox - Transfer cannot be launched Incident analysis Last Update: November 27th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Launch button is unactivated on screen, i.e. it remains red or grey and no reaction from the SDBox application when the operator is clicking on it.There is a Warning icon next to the Launch button. BEFORE YOU START: Make sure you have an active Windows Admin user;Make sure you have an active Alidaho user.Open SDBox Portal and go the site impacted by that issue and check the screen called "Validation de transfert" STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the local SDBox PC via RDP with your Alidaho user. /!\ Montoir and Richemont are now in ALINDUS domain - please use your ALINDUS user to connect to those sites. 3° Open Google Chrome : follow the following path to C:\Exploit\Tools\GoogleChromePortable. The access to Xflow Webpages is in the shortcut when you open Google Chrome. The credentials for Xflow Webpages is the dedicated Keepass. 4° Go to Configuration > Variables and look for PAD_XFERT variable (type *xfert in the search bar of the page). 5° Check the value of the variable. That variable is a boolean variable : 0 means "not ready for transfer" and 1 means "ready for transfer". 6° Compare that value with the one you can find on the SDBox application: a) Connect to the local SDBox PC via VNC; b) Double-click on the upper part of the SDBox application (on the Alarm banner) to display the exchange table; c) Check the value of the PAD_XFERT variable and compare with the value you find in the Xflow variable. 7° How to proceed with the comparison results: a) If the values are 0 in both, one of the conditions validating the transfer start (check the upper band of SDBox application for hardware alarms) or the automaton is having an issue. Either way, advise ALSF to check with Actemium as they are accountable for the automaton and close the ticket once you get feedback from ALSF. b) If the value is 0 in the exchange table and the value is 1 in Xflow webpages, this means that the Test Console has frozen and the automaton is sending the right value. => To solve this out, you need to proceed as follows: a) Close the full-screen SDBox application; b) Close the Test Console and reopen it; c) Wait for the message "PC Xflow service started" and relaunch SDBox application; d) Check "Lancement de transfert" screen in the SDBOX Portal : the transfer should now be ready for launching (the button is activated); e) Confirm with the client. POSSIBLE CAUSES: Time lagAutomatonTest console has frozen LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
EQUIBULK - Communication loss between Equibulk Web and Equibulk sites
English
laure.fougere@eu.corp.airliquide.com
29
Laure FOUGERE
Uncategorized
Published
2025-07-28 19:36:40
6
IT Knowledge
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NaN
NaN
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NaN
NaN
17
2024-12-20 13:36:13
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INC1163132
ALZ-AME-GCS-Production Assets-L2
EQUIBULK - Communication loss between Equibulk Web and Equibulk sites Incident analysis Last Update: April 24th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Data collection and synchronization is no longer working. Last communication update with Equibulk sites is over 6 minutes in Equibulk Web. BEFORE YOU START: Make sure you have an active Windows Admin user.Have basic knowledge of EQUIBULK solution. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2° Connect to EQUIBULK central server (IP 10.154.43.186) via RDP with Equibulk local user ONLY - see dedicated Keepass. /!\ There is only one RDP session available on EQUIBULK central server, that's why personal Alidaho users should not be used when operating on that central server (if you do, it will disconnect EQUIBULK local user). 3° Check in the Task manager if Logibulk Webbatch application is running. If it is not, relaunch it - there is a shortcut on the central's desktop. 4° Connect to Equibulk Web and check if the communication is back with the sites (Equibulk administration > System > Basic > Licenses). The column "Last comm." is to be considered. The last update should not exceed 6 minutes. 5° Cut the RDP connection to EQUIBULK central server. /!\ Do not sign the local user off. POSSIBLE CAUSES: Disconnection of Equibulk local user on Equibulk central server (check the Event viewer [Security section]) LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBOX - SDBOX services relaunch How To Article Date: January 27th, 2023 Owner: Alizent International Department: Alizent Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: SDBOX application is not responsive (frozen login page - initialization process is stuck and not progressing).Drivers cannot connect. BEFORE YOU START: Check SDBOX portal beforehand (as it may provide useful hints about what is actually happening).Check monitoring (Canopsis and/or emails).Make sure you have an active Windows Admin and Alidaho users. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2° Connect to the PC site (only servers ending with SDB01) with your Alidaho user via UVNC (type the IP address of sites). /!\ Montoir and Richemont are now in ALINDUS domain - please use your ALINDUS user to connect to those sites. 3° Double-click on the Air Liquide logo (top right corner). 4° A box Sortie pour maintenance appears. Type the password (available in your KeePass - if you dont ask a L2 expert for it). This password is the same for all sites. Sortie pour maintenance means the IHM, also known as SDBox service, is now disconnected. 5° Close the Test console (black box like a command prompt). If you check the SDBox Portal after you close the Test console, the site has disappeared (all boxes have turned light red). 6° Relaunch the Test console, wait a few seconds for the following message to be displayed (PC Xflow service started). The site should have reappeared on the SDBox portal then. 7° Once that message has appeared, relaunch the SDBox Application. A white login screen appears full screen with two options for connection (Connexion par badge and Connexion par login et mot de passe) : it is the same screen you had when you first connected to the site. 8° Once you have performed all the actions specified above, please close the VNC connection. In the event that those actions are inefficient and the situation remains the same afterwards, please escalate the matter to the EU Production Assets L2 team. POSSIBLE CAUSES: Application issueWrong manipulation from the driver LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - User cannot remotely connect to GEODE PC Incident analysis Last Update: June 28th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The contact is having issue to get remote access to a GEODE PC.SIRA is working fine but the issue still remains. BEFORE YOU START: Have basic knowledge of GEODE solution.Make sure you have an active Windows Admin user. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2° Connect to the Geode VM via RDP and then to the control room PC via VNC or directly to the control room PC via VNC (this depends on the architecture of the site - password for the drivers cabinet is in the dedicated KeePass). 3° Once on the desktop, right-click on the Windows logo and select "Computer management". 4° Right-click on the Computer Management line and select "Connect to another computer" option. 5° Type the IP address of the weighbridge PC in the Another computer field in the Select computer pop-up window. 6° Go to Services and find UVNC in the list. 7° Stop and start UVNC. If those actions fail anyways, ask the onsite team to restart the PC : the reboot will reset UVNC. 8° Close all windows. 9° Disconnect from the control room PC (and from the VM). POSSIBLE CAUSES: UVNC service has crashedUVNC service is not working properly. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
2022-11-09 14:22:02 - Francois LABBAYE Additional comments Resolution notes:Bonjour,Si les valeurs d'analyses ne spnt pas remontées entre Orthodyne et Geode, il s'agit encore d'un problème de communication avec le PC analyseur d'Orthodyne. Nous ne savons pas pourquoi mais parfois le PC Orthodyne se bloque et ne communique plus avec Geode (communication en état "BAD" dans le client OPC). Un redémarrage de l'ordinateur d'Orthodyne résoud le problème de communication à chaque fois. Si ce problème persiste, il faudrait faire analyser l'ordinateur d'Orthodyne (plus particulièrement la carte de communication ou l'application de communication avec Geode) afin de régler le souci.CordialementFrançois LABBAYE 2022-11-09 14:21:03 - Francois LABBAYE Additional comments Bonjour,Si les valeurs d'analyses ne spnt pas remontées entre Orthodyne et Geode, il s'agit encore d'un problème de communication avec le PC analyseur d'Orthodyne. Nous ne savons pas pourquoi mais parfois le PC Orthodyne se bloque et ne communique plus avec Geode (communication en état "BAD" dans le client OPC). Un redémarrage de l'ordinateur d'Orthodyne résoud le problème de communication à chaque fois. Si ce problème persiste, il faudrait faire analyser l'ordinateur d'Orthodyne (plus particulièrement la carte de communication ou l'application de communication avec Geode) afin de régler le souci.CordialementFrançois LABBAYE 2022-11-04 10:51:11 - Laura MASSARO-SC Additional comments "Manuel LE BRUN-SC, 6 minBonjour, d'après moi, si GEODE a mis que des 0% dans les données, c'est qu'il n'a pas reçu les valeurs de l'analyseur, donc peut être un problème de communication entre l'analyseur et GEODE. Il faut commencer par vérifier, sur place, qu'il y a bien une bonne com entre l'analyseur et GEODE.Laura MASSARO-SC, 5 minComment fait-on ça ?Manuel LE BRUN-SC, 4 minla maintenance du site doit checker la comje pense que ce problème sera examiné lundi au retours de François ..." 2022-11-04 06:28:25 - Fatima OUANZI-SC Additional comments Aangevraagd voorLaure DE KINDERTerugroepnummerContacttypeZelfbedieningBetrokken CIZakelijke dienstImpact voor gebruiker2 - Meerdere gebruikers op een siteUrgentie voor gebruiker3 - Geringe invloed op werkomgevingBeschrijvingBonjour Une analyse spécifique (LIN) a été faite à Anvers et elle était conforme (100%N2), mais quand on a voulu valider dans Geode, nous avons vu que les résultats d'analyse pour N2 et tous les autres composants était 0%.Pouvez-vous y regarder? C'est le même soucis que le ticket ADHOC0771135.D'avance merciLaure
Best pratices - Connect to SDBox Portal Doc ID: KB0034684 Status: INTERNAL Published date: February 2nd, 2023 Categories: Production Assets - SDBox - Best practices Available To: Alizent Internal/ALSF entity Author: Laure Fougère - laure.fougere@alizent.com Owner: Alizent International Department: Alizent Customer service This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: SDBOX application does not load properly when clicking on your desktop app.An error message appears after loading for a while. If you are clicking on the SDBox application, you have the following behaviour - see screenshots below: This may be due to the SDBox application you use as a way to access the SDBox Portal. If the icon of the app you are using looks like this (see screenshot above), this app is actually the Application Manifest you used with the ClickOnce (i.e. the Web link) to get the SDBox Portal for the first time and/or the latest version of SDBox application. You can check the type of the app by right-clicking on it and select "Properties". You get the type of file in the General thumbnail of the Properties - see below. You must use Application SDBox (white box icon - see screenshot below) as this is the actual SDBox Portal. You can check the type of the app by right-clicking on it and select Properties. You get the type of file in the General thumbnail of the Properties - see below. Tip : Once you are connected to SDBox, pin it to your task bar (right-click on the icon on the bottom bar on your screen and select "Pin it to taskbar" and/or create a shortcut on your desktop. Either ways you keep the actual SDbox Portal at hand.
GEODE - Automatic printing not working - step 3/3 Incident analysis Last Update: July 28th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The printing issue remains the same whereas you have performed the actions specified in KB0042609.Delivery orders are not being printed. BEFORE YOU START: Have basic knowledge of GEODE solution.Make sure you have an active Windows Admin user.Perform actions specified in KB0042609 beforehand. /!\ This procedure should not be used if you have not performed the actions in KB0042609 beforehand. /!\ STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2° Connect to the impacted Geode VM via RDP with your Alidaho credentials. 3° Go to the panel control of the VM (and change the display for Large icons if need be). 4° Go to Programs and Features. 5° Search for LibreOffice. 6° Right click on LibreOffice and select Repair. 7° Repairs are then being processed - the system may ask for your confirmation to reboot the PC and click on Yes. 8° Once done, the system enters a reboot phase. Wait for the reboot phase to complete. 9° Once the reboot is completed, connect to the VM and check that LibreOffice software is running in Services. 10° Notify the client and ask for confirmation that the automatic printing is being processed as expected at their end. POSSIBLE CAUSES: Wrong printing settings in LibreOffice. LibreOffice malfunctioning LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBOX - Unblock frozen SDBOX service How To Article Date: February 23rd, 2023 Owner: Alizent International Department: Alizent Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: SDBOX application is not responsive.SDBOX application cannot be closed and relaunched. BEFORE YOU START: Make sure you have an active Windows Admin and Alidaho users.Make sure you know how to use the ILO card (how to connect and launch the remote console).Check SDBOX portal beforehand (as it may provide useful hints about what is actually happening).Read L1 (KB0034663) and L2 procedures (KB0034733). STEPS: Warning: this procedure is only meant to be used if the SDBOX service remains frozen and cannot be terminated as per procedures KB0034663 and KB0034733. 1° Connect to the SDBOX PC with RDP with your Alidaho user. /!\ Montoir and Richemont are now in ALINDUS domain - please use your ALINDUS user to connect to those sites. 2° Open Task manager and kill all running SDBOX-related processes. The following processes should be running as Background processes: NAPAC Xflow Executable;SDBox UI;StartX;TestConsoleDualServices. Right-click on the process and select End task and repeat actions with all processes. The processes are now terminated. 3° Close your RDP connection from the PC. 4° Relaunch all SDBOX-related services via UVNC or via ILO card. Click on the icon(1) StartX and wait a few seconds. A blue icon appears in the taskbar next to the clock. This means that StartX has started Xflow and Xflow is running. Relaunch the icon(2)Test console, wait a few seconds for the following message to be displayed (PC Xflow service started). Once that message has appeared, relaunch the icon(3) Application SDBox. A white login screen appears full screen with two options for connection (Connexion par badge and Connexion par login et mot de passe). 5°a Once you have performed all the actions specified above, please close the connection. 5°b If the situation remains the same as previously, reboot the PC (Windows > Power > Restart). Check the reboot via the ILO card. 6° Once the PC is back up and running, relaunch all services via UVNC or the ILO card as per step 4. Warning: Note that SDBox-related services need to be manually relaunched (services are not automatically relaunched when the PC has rebooted). Warning: Please make sure that you follow the right order of relaunch when restarting the SDBOX-related services. 7° Once you have performed all the actions specified above, please close the connection. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: SD Box Central - PROD Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - Geode thin client in Tablet mode Incident analysis Last Update: December 15th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The RDP icon is not showing or accessible.The thin client desktop cannot be accessed.Geode is not displayed. BEFORE YOU START: Have basic knowledge of GEODE solution.Make sure you have an active Windows Admin user.Make sure you have an active Alidaho user or an ALINDUS user. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2° Connect to the impacted Geode VM via RDP and then to the drivers cabinet PC (weighbridge session) via VNC (password for the drivers cabinet PC is in the dedicated KeePass). 3° The screen should look that way. 4° Go to the bottom right corner of the taskbar and click on the Action center icon or hit the Windows key + A. 5° A tile called Tablet mode should be displayed and click on it to turn that Tablet mode off. 6° Once the Tablet mode is turned off, go to the desktop of the VM and launch RDP . A shortcut is available on the desktop. 7° Geode should then be displayed full screen. 8° Once those actions are completed, disconnect from the VM and advise the client. POSSIBLE CAUSES: Human action LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
EQUIBULK - Equibulk task is stopped in Xflow How to article Last Update: January 26th, 2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Equibulk applicative task is stopped in Xflow;Equibulk application cannot be used on the local Equibox;Equibulk application is not responsive when someone on site is clicking on it. BEFORE YOU START: Have basic knowledge of EQUIBULK solution;Have basic knowledge of Xflow software. STEPS: 1. Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2. Connect to the impacted Equibox via VNC with your Alidaho user. 3. Click on the Microsoft icon on VNC interface (upper bar of the screen) to display the Equibox task bar. 4. Hide the onscreen keyboard (right-click on the keyboard icon in the lower right corner of the screen near the hour information and select Hide). 5. Right-click on the lower task bar and select Task manager. 6. Go to Processes or Details in the Task manager and search for the application called PSInfo BV - Logibulk. 7. Once found, right-click on PSInfo BV - Logibulk application and select End task. PSInfo BV - Logibulk application disappears then from the screen. 8. The Enum Process detects that PSInfo BV - Logibulk application is missing and relaunches it. /!\ A message may appear stating that LogiBulk Internet Transfer is already running and will not be restarted (only one instance of each Equibulk applications must be running). NB: Enum Process is acting as a launcher and it automatically launches LogiBulk Internet Transfer and PSInfo BV - Logibulk applications when the Equibox is rebooted or when the applications go missing at some point. 9. Once the application is up, the screen must look like this. 10. Before disconnecting from the Equibox, put the onscreen keyboard back up (right-click on the keyboard icon and select Show) to avoid user complaints. 11. Check on the Xflow Web pages if Equibulk task is running (go to Configuration > Users tasks). That task must be in Connected state. /!\ No need to perform any action on the Equibulk task - the task automatically checks that the application is running and set itself as running. POSSIBLE CAUSES: PSInfo BV - Logibulk application has crashed on the local Equibox LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - ALTO file upload feature is not working Incident analysis Last Update: July 11th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: ALTO files can no longer be uploaded into GEODE system BEFORE YOU START: Make sure that you have an active Windows Admin user.Make sure that you have an active GEODE Web account.Have basic knowledge of GEODE solution. STEPS: 1° Connect to GEODE Web site (make sure that you are on the right platform) and select the plant. 2° Go to Alto > Alto order and check if any new ALTO file have been uploaded for the plant in the meantime. 3° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 4° Connect to the dedicated Replication server via RDP and check in the task manager if all the GEODE programs are up and running in the ServGeodeProd service account, especially the ALTO one. 5° If the ServGeodeProd service account is not connected, reconnect it as this is the main service account ruling the replication. 6° Once you connect to the Replication server with the ServGeodeProd service account, all GEODE programs are automatically launched. 7° Leave the session by closing RDP connection. /!\ The ServGeodeProd service account should never be signed out. 8° Inform the contact and ask for a test at their end so that you make sure that the ALTO file upload is running at their end. POSSIBLE CAUSES: Human action LOGGING CATEGORISATION: Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - Automatic printing not working - step 2/3 Incident analysis Last Update: November 6th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The printing issue remains the same whereas you have performed the actions specified in KB0039720. The automatic printing is not processed on the drivers cabinet PC. BEFORE YOU START: Have basic knowledge of GEODE solution.Make sure you have an active Windows Admin user.Make sure that you have done the actions/checks as detailed in KB0039720. /!\ This procedure should not be used if you have not performed the actions in KB0039720 beforehand. /!\ STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2° Connect to the impacted Geode VM via RDP and then to the drivers cabinet PC (weighbridge session) via VNC or directly to the drivers cabinet PC (weighbridge session) via VNC (this depends on the architecture of the site - password for the drivers cabinet PC is in the dedicated KeePass). 3° Press Windows icon on the upper tool bar on VNC. If it does not work, press Fn + F11 to close Geode full-screen interface. A pop-up window appears asking for confirmation, click on Yes. 4° Check the spooler state. The printer may be a hidden icon in the lower right corner of the screen. 5° If the spooler has several printing jobs waiting for processing, you need to empty it out. 6° You can use one of the methods below: a) Open Command Prompt and type net stop spooler; b) Open Services, go to Print Spooler and right-click and select stop, then start. This action will sort of reboot the service and relaunch the printing jobs. 7° Check again the spooler to see how the printing jobs are being processed. 8° Disconnect from the drivers cabinet PC (and from the VM). 9° Notify the client and ask for confirmation that the automatic printing is being processed as expected at their end. /!\ In the event that the automatic printing is still stuck, please proceed to the actions specified in KB0040119 /!\. POSSIBLE CAUSES: Printer malfunction LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBox - User locked on SDBox Portal Incident analysis Last Update: November 13th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: You cannot connect to SDBox Portal with your user.An error message is displayed stating that your user is blocked and you must contact your Database administrator. BEFORE YOU START: Make sure you have an active Windows Admin user;Make sure you have an active Alidaho user.Make you have access to the dedicated Keepass.Make sure you have basic knowledge in SQL. /!\ WARNING: this procedure is meant for Administrator user. If you are contacted for another user, please first use the following procedure to reset their password. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the SDBox central server (IP 10.154.92.93) via RDP with your Alidaho user. 3° Open Microsoft SQL Server Management Studio. 4° Select or Enter the Server name and the login credentials (credentials are available in the dedicated Keepass). 5° Go to Databases > SDBoxDC > Tables and right-click on table dbo.t_user and click on "Select Top 1000 Rows" 6° Type the following SQL request to get the user you want to unlock and Execute. WHERE user_name = 'XXX' /!\ Replace XXX by the actual username. Make sure that the username is between simple quote marks. 7° Type the following SQL request to unlock the user status and Execute (the column user_locked is boolean - 0 means unlocked / 1 means locked). UPDATE t_user SET user_locked = '0' WHERE user_name = 'XXX' Note that this is no Reset password action, so the password remains the same as previously. 8° Test the newly unlocked user by connecting to the SDBox Portal once again or ask the user to connect on the SDBox Portal. POSSIBLE CAUSES: Too many failed attempts to connect ("3 strikes and you are out" rule).Edge effect of maintenance or development actions LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: SD Box Central - PROD Situation: Performance issue Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBOX - The tank is not available for truck loading
English
laure.fougere@eu.corp.airliquide.com
7
Laure FOUGERE
Uncategorized
Published
2025-07-28 20:50:41
6
IT Knowledge
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2024-12-20 13:26:38
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ALZ-AME-GCS-Production Assets-L2
SDBOX - The tank is not available for truck loading Incident analysis Last Update: November 6th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The driver only can select on-demand analysis when they enter the tank number.The driver cannot proceed to the loading.Other options are greyed-out. BEFORE YOU START: Have a basic knowledge of SDBox solution;Make sure that you have an active Windows Admin user;Make sure that you have an active Alidaho user;Make sure that you have the number of the tank. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the local SDBox PC via VNC and use the Administrator credentials to connect to SDBox solution. 3° Enter the number of the tank impacted and check what options are displayed. a) If options are displayed as expected, the tank can load, so get back to the contact and b) If the on-demand analysis only is active and other options are greyed-out, this means that the tank status is still on maintenance. 4° Connect to the SDBox Portal and use the Administrator credentials. 5° Go to Administration > Citernes. Search for the faulty tank number. 6° Once you are on the tank page, change the main status (Statut principal) to Chargement and click on Mise à jour. 7° Once done, do step 2 and 3 of this procedure once again to check if all options are available for that tank. POSSIBLE CAUSES: Data discrepancy LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBOX - The driver cannot connect to the local SDBox
English
laure.fougere@eu.corp.airliquide.com
6
Laure FOUGERE
Uncategorized
Published
2025-07-28 20:50:42
6
IT Knowledge
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2024-12-20 13:34:25
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ALZ-AME-GCS-Production Assets-L2
SDBox - The driver cannot connect to the local SDBox Incident analysis Last Update: August 5th, 2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The driver cannot connect to the local SDBox whereas other drivers can.A pop-up window is displayed when they try to connect. BEFORE YOU START: Make sure you have active Windows Admin and Alidaho/Alindus users;Ask the contact for the drivers full name;Make sure you have access to SDBox Portal on your laptop. STEPS: 1° The driver cannot connect to the local SDBox and got a pop-up stating AL : DD/MM/YYYY Connect to SDBox Portal with the shared account credentials.Hit Administration button. Go to Utilisateurs and search for the drivers name (for an easier search, you can rank the column either Nom or Prénom by alphabetical order if you click on the top of the column. Double-click on the line of the driver.Check the field Date de dernière formation AL (the pop-up message refers to that field). This means that the last AL training is outdated and it needs to be updated in SDBox Portal (note that AL training date is valid for 3 years). ALSF (French sites) or ALBI (Benelux sites) to update the last AL training and check with the driver if they can successfully connect. 2° The driver cannot connect to the local SDBox and got a pop-up stating Centrale : DD/MM/YYYY Connect to SDBox Portal with the shared account credentials.Hit Administration button. Go to Utilisateurs and search for the drivers name (for an easier search, you can rank the column either Nom or Prénom by alphabetical order if you click on the top of the column). Double-click on the line of the driver.Click on Habilitations centrales Check the name of the central and the authorization date (the pop-up message refers to that screen). This means that the central authorization is outdated and it needs to be updated in SDBox Portal. Ask ALSF (French sites) or ALBI (Benelux sites) to check and update the authorization date and verify with the driver if they can successfully connect after the update is done. POSSIBLE CAUSES: Lack of knowledge on SDBox solutionLack of user management in the solution LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Infrastructure issue Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBOX - How to force the acknowledgement of a pop-up window
English
laure.fougere@eu.corp.airliquide.com
24
Laure FOUGERE
Uncategorized
Published
2025-07-28 20:50:41
5
IT Knowledge
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2025-03-05 11:12:47
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ALZ-AME-GCS-Production Assets-L2
SDBox - How to force the acknowledgement of a pop-up window Incident analysis Last Update: December 18th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: A pop-up window with mandatory acknowledgement cannot be acknowledged by the users.A pop-up window with mandatory acknowledgement is covered by an "idle" pop-up window (i.e. pop-up window with no acknowledgement).No action can be performed as the pop-up window with mandatory acknowledgement is not displayed. BEFORE YOU START: Make sure you have an active Windows Admin user;Make sure you have an active Alindus user. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the local SDBox PC via RDP with your Alindus user. 3° Open Google Chrome : follow the following path to C:\Exploit\Tools\GoogleChromePortable. The access to Xflow Webpages is in the shortcut when you open Google Chrome. The credentials for Xflow Webpages is the dedicated Keepass. 4° Go to Configuration > Variables and type p*m* in the search bar of the page (this will show all the variables linked to a pop-window in SDBox). 5° Check in the list of the variables if one of them has a value at 1 : this means that the variable is awaiting for validation. Write down that variable somewhere (piece of paper, note pad app, etc.). /!\ Make sure you are checking the variables for the right operation with the first letters of the variable name (ANA = Analysis / BP = "Chargement Basse Pression" / MP = "Chargement Moyen Pression"). 6° Search for PXMACK variable . That variable is the virtual variable used for acknowledgement of variable. You can check the active pop-up windows as follows: type p*m* in the search bar of the Variable page in Xflow. 7° If the variable is at 0, type 1 and hit button Modifier instead to acknowledge the pop-up window and let the process go further. This action will force the associated variable (see below). /!\ Do not modify the value of HSV variables. 8° Check if the value of the variable you have previously written down is now at 0. 9° Check if the value of the PXMACK variable is back at 0. /!\ Do not leave the value of the PXMACK variable at 1. If it remains at 1, modify the value at 0. 10° Check with the client the on-site operation progress. NB: depending on the client's feedback, it may be necessary to make the same actions until the operation is terminated. POSSIBLE CAUSES: Application bug LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - The local sessions are disconnecting by themselves
English
laure.fougere@eu.corp.airliquide.com
15
NaN
Uncategorized
Published
2025-05-09 14:58:34
6
IT Knowledge
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2025-05-09 10:05:29
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ALZ-AME-GCS-Production Assets-L2
GEODE - The local sessions are disconnecting by themselves Incident analysis Last Update: May 9th, 2025 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: the local sessions (weighbridge's and control room's sessions) are unexpectedly disconnecting on a regular daily;the local sessions are not reconnecting automatically;the site has to manually reconnect the sessions. Note that this type of issues is only happening with Geode installed on OTBox VMs. Industrial PCs are not impacted by that issue. BEFORE YOU START: Make sure you have an active Windows Admin user;Have basic knowledge of GEODE solution. STEPS: 1° Connect to the Primary Production jump server. 2° Connect to the VM. 3° Go to GPEDIT.msc (path is Computer Configuration > Policies > Administrative Templates > Windows Components > Remote Desktop Services > Remote Desktop Session Host > Session Time Limits). 4° Set the "Active session limit" to Never and hit OK. 5° Close GPEDIT.msc and your connection to the VM. 6° Notify the client that you've made a corrective action on the VM and wait until the day after. 7° The next day, connect to the VM and check whether the local sessions have been disconnected after the modifications made. 8° Open the Event viewer and go to Applications and Services Logs > Microsoft > Windows > TerminalServices-LocalSessionManager > Operational. 9° Check if there has been any disconnection of the local sessions. A disconnection looks like this - see below.
airliquide, com, corp, disconnect, disconnecting, disconnection, english, fougere@eu, geode, laure, local, local session, local sessions, session, sessions, themselves, vms
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KB0041534
EQUIBULK - Reindexation of a local table
English
laure.fougere@eu.corp.airliquide.com
15
Laure FOUGERE
Uncategorized
Published
2025-07-28 19:36:41
6
IT Knowledge
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2
2024-12-20 13:39:00
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ALZ-AME-GCS-Production Assets-L2
EQUIBULK - Reindexation of a local table How to article Last Update: September 8th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: No communication between the site's Equibox and Equibulk central server.Logibulk Internet Transfer drops connection during the registration of data in a table.The task Equibulk_TRSF is not in Connected status in Xflow (as it does not detect Logibulk Internet Transfer being active on the Equibox).Logibulk Internet Transfer cannot be launched due to an error message stating that some data are wrong - see example below. BEFORE YOU START: Make sure you have an active Windows Admin user.Have basic knowledge of EQUIBULK solution. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the site's Equibox via VNC from Production Assets jump server. 3° Once connected to the site, try to relaunch Logibulk Internet Transfer. >>> If the application launches without any issue, check on Equibulk Web then if the communication between the Equibox and Equibulk Web is back up again. >>> If an error message is triggered, take a screenshot of it and proceed as follows. Note that you can hide the on-screen keyboard, click on the Windows icon and right-click on the keyboard icon in the bottom right corner of the screen and click on Hide. 4° If Logibulk Internet Transfer application remains stuck, go to C:\PSInfo\Logibulk. 5° Open WDOptimiseur.exe. (path : C:\PSInfo\Logibulk) and proceed as follows: Load file Loading.FIC (go to Ajouter un fichier, search for Loading.FIC, select that file and validate);Select Loading.FIC, click on Optimiser les index des fichiers sélectionnés, launch [option 1] - Vérifier les index and wait until the task is completed;Select Loading.FIC, click on Optimiser les index des fichiers sélectionnés, launch [option 3] - Reconstruire les index and wait until the task is completed; Close WDOptimiseur;Launch Logibulk Internet Transfer (same path as above) and check how it is working. Note that this kind of issue is mainly located in a heavy .FIC file (heavy due to the amount of records in it). /!\ Do not launch Logibulk Internet Transfer if you have not closed the .FIC file. 6° If you still encounter the same error message and Logibulk is not launched, open WDMAP.exe (path : C:\PSInfo\Logibulk) and proceed as follows: Load file Loading.FIC (WDMAP may be a little slow, so no rush and the application may take 30 seconds to 1 minute to settle);Choose the indexation option on the Start menu of WDMAP.exe Index the file and wait until the task is completed;Launch a reindexation of the table and select Normale (Outils > Reindexation > Normale);Close WDMap;Launch Logibulk and check how it is working. Note that this kind of issue is mainly located in a heavy .FIC file (heavy due to the amount of records in it). /!\ Do not launch Logibulk Internet Transfer if you have not closed the .FIC file. 7° If you still encounter the same error message and Logibulk is not launched, ask a L3 expert for checks and advise : a faulty data may need to be deleted in the file Loading.FIC 8° Once Logibulk Internet Transfer application is successfully launched, close the VNC connection to the Equibox . /!\ Make sure the Equibox is ready for use (full-screen application and keyboard) to prevent any client complaint. 9° To check whether the actions are successful, you can see if: there is an error displayed when launching Logibulk Internet Transfer;the task Equibulk_TRSF is in Connected status in Xflow (Connect to Xflow Web pages, go to Configuration > User tasks).the site is communicating with Equibulk Web (Connect to Equibulk Web, go to Equibulk Administration > System > Basics > Licenses and check the columns Last Comm. and Comm. Alarm). If it is working fine, there is nothing in Comm. Alarm and the Last Comm. is not older than 6 minutes. 10° Confirm with the client. POSSIBLE CAUSES: Wrong data format;Wrong data input from Xflow;Connection drop impacted the data recording. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
EQUIBULK - An applicative task is stopped in Xflow
English
laure.fougere@eu.corp.airliquide.com
23
Laure FOUGERE
Uncategorized
Published
2025-07-28 19:36:41
6
IT Knowledge
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2024-12-20 13:37:19
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ALZ-AME-GCS-Production Assets-L2
EQUIBULK - An applicative task is stopped in Xflow How to article Last Update: January 15th, 2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: One or several applicative tasks are stopped in Xflow. BEFORE YOU START: Have basic knowledge of EQUIBULK solution;Have basic knowledge of Xflow software. STEPS: The applicative tasks can be found in Xflow (path : Configuration > Users tasks). 1. CHECK task >>> That task must be in Connected and Running state. >>> If not, click on Start this task in the Xflow Web pages of the site (Configuration > User tasks > CHECK). 2. AUDIT task >>> That task must be in Connected and Running state. >>> If not, it means that the associated .txt file is stuck. >>> See KB0039611 3. EQUIBULK task >>> That task must be in Connected state. >>> If not, it means that the Equibulk application (aka Logibulk Plant - CO2 application) is not running on the Equibox. >>> That task cannot be launched in Xflow if the Equibulk application (aka Logibulk Plant - CO2 application) is not detected as running on the Equibox. >>> Check that the Equibulk (aka Logibulk Plant - CO2 or PSInfo BV - Logibulk application) is correctly launched on the Equibox. >>> See KB0043976 4. EQUIBULK_TRSF task >>> That task must be in Connected state. >>> If not, it means that the Logibulk Internet Transfer application is not running on the Equibox. >>> That task cannot be launched in Xflow if the Logibulk Internet Transfer application is not detected as running on the Equibox. >>> Check that the Logibulk Internet Transfer application is correctly launched on the Equibox. >>> See KB0041534 POSSIBLE CAUSES: Wrong data format;Wrong data input from Xflow;Connection drop impacted the data recording. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
GEODE - How to create a new Geode database Incident analysis Last Update: March 20th, 2024 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: The current Geode database cannot be reorganized.An error message has appeared when the Geode database is being reorganized. BEFORE YOU START: Make sure you have an active Windows Admin user.Have basic knowledge of GEODE solution. /!\ Do not use this procedure if you have not performed the actions described in KB0048612. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the impacted GEO01 PC and go the folder (F: > Save_BD > most_recent_file). 3° Select the sql file (BD+XXX+YYYY-MM-DD-HH+.SQL - see picture below) and copy it. 4° Unzip it with 7zip software (Windows does not recognize that type of .zip file and an error will appear if you try to open it). Note that you may need to add the .zip extension to unzip it. 5° Copy the path of the unzipped file (ex. bdtern.sql). 6° Open the sql file RestBD+site_name+.sql with SQLTalk.exe. 7° Paste the path to the database you have previously copied on the 7th line. 8° Press CTRL + Enter to execute the commands one by one (only the line on which the cursor is on will be executed by CTRL + Enter). 9° A new database has been created and installed in the folder F:\DATABASE\BDXXXX or E:\DATABASE\BDXXXX or C:\ProgramData\Unify\BDXXXX or even C:\ProgramData\NAFTIS\BDXXXX. The last XXXX are the 4 letters of the impacted Geode site. 10. Reboot the PC or the virtual machine so that all the applications are automatically relaunched and the GEODE system is back up and running as usual. LOGGING CATEGORISATION: Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
airliquide, base, base de données, com, corp, create, database, de, donnees, english, fougere, fougere@eu, geode, how, laure, new
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KB0040151
GEODE - Aucun fichier reçu du site 'XXXX' depuis au moins 2 jours
English
laure.fougere@eu.corp.airliquide.com
3
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-28 19:40:35
6
IT Knowledge
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2024-12-20 10:56:03
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INC1211691
ALZ-AME-GCS-Production Assets-L2
GEODE - Aucun fichier reçu du site 'XXXX' depuis au moins 2 jours Incident analysis Last Update: July 10th, 2023 Owner: Alizent International Department: Alizent Global Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: You have received an email from the monitoring stating that "Aucun fichier reçu du site 'XXXX' depuis au moins 2 jours". BEFORE YOU START: Make sure you have an active Windows Admin user.Have basic knowledge of GEODE solution. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on when working remotely). 2° Connect to the dedicated Replication server. 3° Go to F:\GEODE\FTP\[Site code]\SaveInput. 4° Consider the Update date of the files found in that folder. Make sure that the last update is consistent with the message in the email you've received. 5° If so, close the ticket with a screenshot of that folder (must include the last update). This means that there has been no activity on that site during that period of time (i.e. over a weekend or due to a national holiday). 6° If it doesn't, connect to the remote plant. Go to the OUTPUT repository of the impacted remote plant and check if there are XML files pending transfer. This means that there is a network issue going on. Contact a L3 expert and escalate the issue to GIO team to reestablish the connection between the remote plant and the Replication server. POSSIBLE CAUSES: Network LOGGING CATEGORISATION: Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
SDBOX - How to acknowledge the HMI communication alarm
English
laure.fougere@eu.corp.airliquide.com
9
Laure FOUGERE
Uncategorized
Published
2025-07-29 1:42:27
6
IT Knowledge
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2024-12-20 13:26:06
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ADHOC1139254
ALZ-EU-GCS-Returnable Assets-L2
SDBOX - How to acknowledge the HMI communication alarm How To Article Date: October 25th, 2024 Owner: Alizent International Department: Alizent Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: SDBOX application has been cut at some point;The PC has restarted (local electrical issue - shutdown). BEFORE YOU START: Make sure you have an active Windows Admin and Alidaho/Alindus users. STEPS: 1° Connect to the Production Assets jump server via RDP with your Windows Admin user (make sure your Okta connection is on). 2° Connect to the PC site with your Alindus user via UVNC . 3° Connect to the SDBox application with the Admin user. Choose "Connexion par login et mot de passe" and type the Admin credentials (they are available in the dedicated Keepass). 4° Go to screen Gestion des alarmes in the options above (the screen itself is called Alarmes actives) - you can scroll through the options with the left/right arrow button. All the active alarms are blinking on the Alarmes actives screen. 5° Select all the alarms displayed by clicking on Sélectionner toutes les alarmes and then on Prendre en compte les alarmes sélectionnées. A pop-up windows asking for a comment appears - click on Non. The alarms are no longer blinking and stay still. 6° Select all the alarms displayed by clicking on Sélectionner toutes les alarmes and then on Acquittement général des alarmes sélectionnées. A pop-up windows asking for a comment appears - click on Non 7° The alarms disappear from the screen after a few seconds. The bar in the upper part of the screen turns green. 8° Disconnect from the SDBox application by clicking on the door icon . Before ending the remote connection, make sure you leave the PC showing just as below (with the connection screen of SDBox application on). 8° Once you have performed all the actions specified above, please close the UVNC connection by pressing the red cross icon . POSSIBLE CAUSES: Application relaunch PC shutdown LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - EU/AMEI - Production Asset Configuration item: (if applicable) Situation: How to article Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
Before starting, please ask for the role scrum user for MMS in CARM. Type Agile in the menu. If you have been granted access, you should see sub-menu under section Agile Development. Fill the Following informations: Theme (incident, adhoc, request, Human resource) Product (ManameMyService) Assignment group: GIO-PCI-MMS Agile Monthly Put the state in scoping. Enter a short description, description and acceptance criteria, then submit. The story is will be reviewed by the Global Process Manager responsible of the theme you selected before. And if agreed, will be sent to competency center team for technical approval and devellopement.
MIR INC0846710 - Intermittent issue with Service Now (November 23rd, 2021)
English
Laurence.AZERRAD@eu.corp.airliquide.com
0
Reshania MISRA
Uncategorized
Published
2023-04-05 15:03:24
29
Major Incident Reports
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2021-11-23 17:18:02
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INC0846710
GIO-PCI-ITSM-Global Process Manager
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Intermittent issue with Service Now INC0846710 - November 23rd, 2021 Timezone : GMT+2 Total outage duration : 5 Hour 46 Minutes Executive Summary Classification : "Major business apps outage" On November 23rd, 2021 at 16:33 GMT+2 ManageMyService - ServiceNow interface for Air Liquide was not available. Multiple users reported issues on MMS Users attempting to login faced an error message (“an error has occurred or the page isn’t available”) and could not proceed further. Users already connected were seeing intermittent issues yet remained logged in The a priori root cause was identified by ServiceNow (the vendor) to be a faultive traffic load balancing mechanism which resulted in traffic disruption. At least 95 Servicenow customers in Europe encountered the issue. The resolution consisted in restarting Servicenow’s infrastructure node. ServiceNow will switch the load balancing technology in the near future (target date pending). On November 24th, 2021 at 3:06 pm GMT+1 , The service disruption was 5 Hour 46 Minutes. Major steps leading to incident resolution1 November 23rd, 2021 : . : . Multiple users are again reporting the same issue that they are unable to access MMS : . Initial root cause On November 23rd, 2021 at 3:40 pm GMT+1 :ServiceNow's internal monitoring had issue on the node in the production instance. They had identified the cause of the issue to be a known Problem within the load Balancer which resulted in traffic being incorrectly managed Actions plan Opening case CS5765797 ServiceNow Level, to follow incident resolution. The restarting of the nodes within the load Balancer from ServiceNow. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042940.
airliquide, azerrad@eu, bi, com, corp, d&it, data, dataset, dig, digital, digital & it data, english, jeanjacquot, laurence, melanie, power, power bi, powerbi, what
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KB0024549
MIR INC0846716 - MMS page unavailable- several users impacted (November 23rd, 2021)
English
Laurence.AZERRAD@eu.corp.airliquide.com
0
Justyna WARUSZEWSKA-SC
Uncategorized
Published
2023-02-08 15:18:06
11
Major Incident Reports
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GIO - PCI - ITSMaaS
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0
2021-11-24 15:06:39
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INC0846716
GIO-PCI-ITSM-Global Process Manager
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report MMS page unavailable- several users impacted INC0846716 - November 23rd, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 2 Hours 29 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
KB0032094
MIR INC0918341 - GLOBAL - MMS - Issue (April 2nd, 2022)
English
Laurence.AZERRAD@eu.corp.airliquide.com
4
Reshania MISRA
Uncategorized
Published
2023-03-31 16:27:44
18
Major Incident Reports
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GIO - PCI - ITSMaaS
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2022-04-13 10:06:31
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INC0918341
GIO-PCI-ITSM-Global Tool Administrators
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report GLOBAL - MMS - Issue INC0918341 - April 2nd, 2022 Timezone : GMT+2 Total outage duration : 4 Hours 55 Minutes Executive Summary Classification : On April 2nd, 2022 at 12:28 am, GMT+2, American and APAC IT users reported an incident impacting ManageMyService (MMS - Backend of My IT Corner). The access to the platform, including ITSM and MyFinance, was unavailable for all hubs globally. The symptoms of the incident lead to IT, HR and Finance users getting an error when trying to log onto MMS. The a priori root cause was that there was an issue with the platform's certificate which resulted in authentication issues. A workaround was put into place at 05:23 am, GMT+2. The resolution of the incident consisted in applying a new certificate, which had been changed during business hours on April 4th. On April 4th, 2022 at 09:41am GMT+2, the incident was resolved, leading to a service disruption of 4 Hours 55 Minutes . Major steps leading to incident resolution1 April 2nd, 2022 <00>:<28> : . <05>:<23> : . April 4th, 2022 <09>:<41> : . Initial root cause <05>:<23> : . Actions plan Update certificates in time, PCI team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043296.
Roles (access) for ManageMyService are managed in CARM under My Access tab --> New Access --> ManageMyService Below is the link to the detailed roles available in CARM and the explanation (per module). https://docs.google.com/spreadsheets/d/1Ck-bT5eNEST3imhcsBfDCbg-6_FOygH6sW6744IeEw4/edit?ts=5804bc0d#gid=1589709426 Remarks: Asking a role means using a licence. The invoice for an ITSM license is prorated to the month of activation / deactivation of the license.(once you have a licence several roles can be asked). If you want to know ITSMaaS licence cost, please contact your BIS / IT organization. Role attribution needs approval by, in some cases, "CARM approver" and/or MMS Admin and/or CI owner (you can check this information in CARM after submitted the request).
airliquide, azerrad, azerrad@eu, com, corner, corp, definitions, english, laurence, managemyservice, mms, my, my it corner, roles
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KB0017335
CMDB Application ENvironment Process: Creation and Update
English
laurene.fotsosimo@eu.corp.airliquide.com
0
Laurene FOTSO SIMO
Uncategorized
Published
2025-07-28 17:01:27
12
IT Knowledge
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0
2020-05-25 14:54:42
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GIO-PCI-ITSM-Global Process Manager
CMDB Application Environment Process Info: If you have trouble viewing this document please click here
BEU FICO VIES SAP OPERA VAT Information Exchange System OUTBOUND/INBOUND interface (ESB)
English
Laurent.DUVEAU@eu.corp.airliquide.com
0
Severine ADOU
Uncategorized
Published
2025-07-28 20:25:14
6
IT Knowledge
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2022-08-30 18:18:34
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BEU-FICO-IM-EL-MEDGAS
Business Need Information : VIES (VAT Information Exchange System) is a search engine (not a database) owned by the European Commission. The data is retrieved from national VAT databases when a search is made from the VIES tool. Functional Flow Description : VAT registration number check BAED DMND0043319 - Adapt selection screen for OVF_MASS_CHECK ODD, DCD, Functional Documentation : To be created TS, FS , Jobstream Documentation : EAI/ETL/ESB N/A GIO see with Jobstream team Project/Demand Documentation : Knowledge Transfer Documentation Related Documentation Dedicated TPAM Provider Documentation (mandatory for Reversibility clauses of contract with ALIT) Must be Fullfilled by TPAM Provider Issue/Incident : N/A
BEU - Transverse - CD - RMT - End user mail communication in case of issue or information need
English
Laurent.DUVEAU@eu.corp.airliquide.com
5
Umesh RAWAT-SC
Uncategorized
Published
2025-07-29 2:01:51
9
IT Knowledge
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2023-10-24 10:56:20
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BEU-CROSS DOMAIN
Business Need Information : How to inform Business for outage or issue on RMT PROD Functional Flow Description : TemplateUse template to build mailExtract RMT active users Send this new mail communication to this list of recipient in BCC, copy Laurent , Samy and Sandrine. Functional Documentation : Email Template Other Documentation : Extract Rmt active users Procedure for List of recipients Project Documentation : Use the Email Template and Procedure Knowledge Transfer Documentation End user mail communication procedure need to be followed during the Prod CR deployment . Dedicated TPAM Provider Documentation (mandatory for Reversibility clauses of contract with ALIT) ........................... Issue/Incident example : CHG0185335 - [PROD] - Configuration Modification on RMT AWS - PROD (Mass upload feature) . RELATED PROJECTS With HIGH IMPACTS Rmt Application
BEU - Transverse - CD - RMT-Mass upload Process & GSheet file to Generate SQL for User, hermes, ....
English
Laurent.DUVEAU@eu.corp.airliquide.com
6
Umesh RAWAT-SC
Uncategorized
Published
2025-07-29 2:01:51
11
IT Knowledge
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2023-10-24 11:45:17
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BEU-CROSS DOMAIN
Business Need Information : Procurement Team needs to create / update profiles in RMT very frequently. Changes done manually are complex and are time consuming for the Team. Description of the solution : A process has been put in place to simplify the mass update, described in this RMT - Mass profile update process RACI : STEP 1 by Business : File Business to be Filed by Yris or Proc team Member (User sheet for MASS upload in RMT)STEP 2 by Bis Europe TPAM team : Referential File used by CGI to generate SQL file (two times a week) STEP 3 by Bis Europe TPAM team : Sql file uploaded by CGI with Upload admin Button within RMT STEP 4 by Bis Europe TPAM team : Business file updated by CGI to identify line processed by the SQL Generated
Bis Europe - How to Create an RMT User Step-by-Step Instructions 1. Find the Login Name Search for the user's name in the CARM system.For example, if the user's name is Karolina Lassesson, search for it . 2. Locate the User in CARM Find the user in the search results. Click on the user's name to open their profile. 3. Access the User's Account Details Navigate to the "Access" section within the user's profile. 4. Retrieve the Windows Personal Account Click on "Windows Personal Account - Europe".The login name (e.g., "ikarolina.lassesson") should be used in the RMT application. 5. Ensure Login Consistency Ensure that the login name in RMT matches the login name in CARM.When the logins match, Windows authentication will work seamlessly, meaning the user does not need to enter their name/password. Notes If the logins in RMT and CARM are the same, users can utilize Windows authentication without needing to input their credentials again.
airliquide, application, bis, com, corp, create, creation, duveau@eu, english, europe, how, how to create users in rmt application, laurent, rawat-sc, rmt, rmt user creation, software, umesh, users
Bis Europe Documentation : Documentation for PRJ0005505 QRBILL/EPINAL PDAP 7.9/AWS Migration Integrator Quotation for AWS (V2.0 Viséo) Restricted Access.Integrator Quotation for QRBILL (V3.0 Viséo) Restricted Access.New Features on PDAP 7,9 and INVOICES 6.0.3Integrator Technical Requirement (V1.1 Viséo) (coming from GIO repository)Blueprint Delivery (V1.6 Viséo) Planning Test List SAP , PDAP, INVOICES Testing Result FolderUAT Issue ListInstallation Guide (V1.2 Viséo) and Migration Documentation (V1.4 Viséo) + Web (V1.2 Viséo) (coming from GIO repository)Jobs Description (V1.0 Viséo) (coming from GIO repository)Matrix Flow (coming from GIO repository)Business Input file config & WS (V1.0 Viséo) Kofax Documentation for PDAP 7.9Kofax Documentation for INVOICES 6.0.3Testing Support Documentation.How to install Epinal Scan workstation? Raci Matrix to be checkedGaps List (V9)AD Group list and How it works Business Documentation (In review status with Finance BPO) Architect DocumentationOLD Blue Print (2015)Operational/Infrastructure DocumentationBusiness DocumentationWORKFLOW USER MANUAL - ENGEpinal Incident/evolution ListScanning Work Stations inventory and Licences mgt Email Inventory Prod and Prrd/TestEN - COLLECTOR - 1.1 EMaill folder settings NEWHow to create Email Address for EPINAL NEW How to ask Epinal access right NEWHow to ask Epinal web user access NEW RACI Matrix For Maintenance (Under review with CGI/GIO) 20210601 in progress2021 KT Video session to TPAM 2021 KT Support Documentation to TPAM Epinal Drive Repository To be reviewed Procedure EN_ EPINAL User assignment to delegated mailbox GAPS testing scope made by CGI during PDAP upgrade 7.5GAPS Full testing scope made by CGI during PDAP upgrade 7.5 GIO Documentation : New RepositoryArchitectureInstallation and Migration Matrix FlowGeneral InformationQuick Reference Guide........ Scope : OPERASAP IaladinSAP UKSAP E²
airliquide, ale, aws, collector, com, corp, cycle, director, doc, duveau, duveau@eu, electonique, english, epinal, epinal readsoft kofax pdap web cycle invoices management, ialadin, invoices, kofax, laurent, management, mgt, opera, optimize, pdap, portal, printer, process, process director, readsoft, scan, scan workstation opera ialadin uk e² ale electonique, uk, verify, web, web portal, webcycle, workstation
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KB0042612
BEU - Transverse - CD - RMT - Data base refresh for RMT DEV and/or PPRD from PROD
English
Laurent.DUVEAU@eu.corp.airliquide.com
1
Umesh RAWAT-SC
Uncategorized
Published
2025-07-29 2:01:51
12
IT Knowledge
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0
2023-11-06 17:32:03
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BEU-CROSS DOMAIN
Business Need Information : How to plan and to ask RMT database refresh (DEV and/or PPRD) from PROD Functional Flow Description : The process is given below in procedure document . We need to fill it based on DEV/PPRD Env . Functional Documentation : procedure to create a Db refresh CR. Issue/Incident example : CHG0184214 is an example of Db refresh type CR . RELATED PROJECTS With HIGH IMPACTS Rmt application
The number will depend on your country of origin. KBB0010002Help Desk Contacts - EUROPE KBB0010050BIS HHC - ALEHOS (FR) - Service Desk Contacts KBB0010006Help Desk Contacts - E&C KBB0010007List of Help Desk Contacts - SEPPIC placement:same-cell;}--> -->
airliquide, call, call center, center, chirol, com, contact, contacts, corp, desk, duveau@eu, english, guillaume, help desk, hotline, laurent, number, numbers, phone, service, service desk, service desk contact, service desk hotline, service desk phone number, telephone
Business Need Information : Interface Epinal vendors invoice post accruals Based on EPINAL OCR Invoices Process , Invoices are sent (FI111A) to Libs from EPINAL PDAP, and Accrual posting is made with the Libs feedback (FI111B) and Checks (SAP <> Libs) (FI11C) Functional Flow Descrption : EPINAL > LIBS Invoice headers interface (FI11A) LIBS > Epinal Invoice Details Interface (FI11C) ODD, DCD, Fonctional Documentation : ODD_FIAP - LIBS2 Epinal interface (FI111B and FI111C) Doc type used : Direct FI TS, FS , Jobstream Documentation : EAI/ETL/ESB GIO see with Jobstream team Project Documentation : DDS Folder DMND0009840 - Interface LIBS2.0 Knowledge Transfer Documentation Epinal - How to activate field FI Keyword (vendors Optimize setting on EPINAL Invoices OCR Platform) LIBS2 - OPERA - Knowledge transfer Dedicated TPAM Provider Documentation (mandatory for Reversibility clauses of contract with ALIT) Issue/Incident : placement:same-cell;}--> -->
myTimeSheet is our Time Tracking Tool. It is used by in several entities in Europe (BIS Europe, BIS CFGB, GDO, GIO). These FAQs has 3 sections: Top Questions, Access Questions and Functional Questions. Top questions 1. Can you describe the main steps expected? Please find the four key steps for submitting a time sheet: 2. Do you have a training guide on how to log a Time Sheet? Yes, the first time you will log on myTimeSheet portal, you will be proposed to follow a Guided Tour. These easy 10 steps will on-board you on this portal.Also at any time, you can run again this Guided Tour by selecting the top right menu "Tours". Also here is our full training package that explain screens and actions for the 4 roles involved in this process. 3. If I cannot find my project in Activities or Group Activities, how can I add them? Please use the right link called "Add unassigned tasks to Time Sheet".Then you can simply type the name or the digits of your Projects, Demand, etc.Finally select the activity and click OK. 4. How do I edit a time sheet? If your time sheet is not submitted, double-click to edit a value. If you already submitted it and need to make an update, please use the 3 dots icons on the right side and select "Delete Time Card". 5. What is the meaning of the section "Other"? Please find the description behind each of the 5 categories of Other: Run Maintenance (planned and not planned) Incidents Support level 1, 2 ,3 Evolutions Demands small DMND managed by GIO and BIS : screening, management, …. Transversal Activities Support Services: General Mgt, Ops Ctrl, HR, PMO, Security, Legal, Proc…. Team Coordination : meetings, one to one, plenary session, On/Off boarding,... Travels : regular or punctual commuting Work Council Trainings Training, Coaching, Seminaries... On Leave Time off in Osmose: paid and unpaid (Holidays, RTT, exceptional events) Part-time Public holidays Non-Osmose time off : medical visits,... Time external to AL: for subcontractors Access questions 6. I have been asked to connect to myTimeSheet, but I lost the url? Please connect to https://airliquide.service-now.com/tcp You can also bookmark it. Alternatively, in MMS, type portal in the Filter Navigation (top left) and select "Time Sheet Portal" 7. I logged on the url, but I have an error page, what should I do? You have to ensure that you have a MMS role. Please connect to CARM and follow these few instructions to find the myTimeSheet user role.This role is subject to approval. Please expect 1 day delay. If you still have an issue, please log an incident on myITCorner by selecting Application = ManageMyService and Impacted Service = GIO - PCI - ITSMaaS. 8. How do I switch the language? Once you are on the myTimeSheet portal, please click on your name (on the top right of the page), then select Profile. Go at the bottom of the page and select your language in Language, then click on Refresh to see changes. Click on Home/Accueil to come back on the portal. Functional questions 9. Why is-it important to report my time? Just as we monitor closely our costs, it is important for our organization to monitor how we spend our time: to give every manager a better understanding of their resource focus (run and projects) to track time spent on projects and CAPEX related budget to match reliably contractors’ invoicing 10. What level of granularity is expected? It is recommended to define its time at the half-day (0,5), or 0,2 at the finest. 11. How to fill out my timesheet when it is split in two months? Log your time only for the days of the current month and submit your timesheet as usual. On the next month, go back to your timesheet split in two months and add time cards for the missing days of the week. 12. What should I do to see my projects/demands in the Activities section? Please contact the project manager or demand coordinator so that he puts your name in "Additional Assignee List".For a project, this field is in the Stakeholders tab. For a Demand, this field is in the Notes tab. It is necessary to save after adding a person. For BIS that are using Capacity Planning, the project will also appear as soon as the Project Manager will request a resource plan for your team followed by your Manager allocating you on the resource plan. 14. How can I get access to former TTT reports? The last exact ts0 from TTT is accessible here. 15. How can I access report on time submitted? We created two reports for time submitted. One for project managers, the other for managers. Report per Project (targeted for Project Managers: Who has charged time on my project / demand over the past periods?) - The report will display timecards of projects/demands for which the MMS logged user is either project manager or IT leader (for projects) or assigned-to (for demands). Report per Resource (targeted for Resource Managers: What have done my resources over the past period?) - The report will display the timecards of the resources for which the MMS logged user is marked as approver. 17. As a Manager, I now have to approve timesheets for my sub-contractors. How does it work? There are 2 ways to approve timesheets for your sub-contractors: Under myTimeSheetPortal by selecting the name in the top right dropdown list. Then you will see Approve/Reject button on the right. You will have to do it week by week. If rejection, the sub-contractor will get notified, will have to adjust and submit it again for your approval.If you cannot see your team, you have to request the role Resource Manager in CARM. You can also check the list of pending approvals in MMS, in the TimeCards / Pending Approval section. Open each line to see Approve/Reject buttons or use the checkbox at the bottom to select all lines and select Approve. For rejection a comment is required. 18. As a Manager, I need to delegate myTimeSheet approval during my holidays, how the delegation works? To implement delegation during your holidays, please follow this article. Then, the delegated person can access the TimeCards / Pending Approval section. Cf question 15 for details. 19. As a Manager, I approved a timesheet but the time cards logged were incorrect, what can I do? Once approuved, a Time Card cannot be modified. To correct the error, ask your team member to log in to myTimeSheet Portal and proceed as follows : In the appropriate week, log a new Time Card with the same type of task (project, demand, run, etc.) For each incorrect time logged, add the similar value to the new Time Card but with negative values If needed, create a new Time Card to complete the timesheet Submit again the timesheet The new timesheet can be approved by the manager. Example : A timesheet has been approved with a Run Time Card for the entire week; but the person was On leave on monday an tuesday. On myTimeSheet portal, the timesheet must be corrected as such : If your question do not appears in our FAQ, please add a comment below and you will help us to improve it for your colleagues.
airliquide, approval, asked, champion, com, contact, corp, english, faq, frequently, laurent, lazo, lazo@eu, mms, mts, mytimesheet, questions, sheet, time, time sheet, time tracking, tracking, ttt
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KB0016854
Zscaler - Secure Remote Access for Mobile - Troubleshooting (for Business-only device) - ENGLISH
English
laurent.saulnier@eu.corp.airliquide.com
1
Cheikh SANE
Uncategorized
Published
2025-07-29 21:50:46
32
myITcorner
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3.00
NaN
NaN
NaN
NaN
17
2020-04-29 12:46:16
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GIO-EUS-SD-EUROPE-L1
Who should use this guide? Anyone who want to access Air Liquide internal applications or ressources having: A Business-Only device (refer to this document to understand the offers) A Business-Only role in CARM, you can follow this article A working Okta account In an Air Liquide site, you can access your applications using the available corporate connections (by WiFi or with an Ethernet cable if your device support it). When traveling or teleworking*, access to all your Air Liquide applications remotely, as if you were at your office, thanks to the Secure Access Remote for Mobile service also named Zscaler or Zscaler Private Access. First checks If you encounter any issue, open your application "Zscaler" and check on the private access if Service status and Authentication Status are Green If you don't have the Private access Icon request a Business-Only role in CARM Follow this article Reauthenticate Every day you are disconnected from the VPN for security reasons. All Air Liquide applications might be inaccessible. If you encounter this, go into Zscaler application and click reauthenticate: This site is not available issue 1- Check that your URL does contain .airliquide.com or .airgas.com, if not, contact the application owner to get the URL in airliquide.com or airgas.com 2- Try an access to carm application :https://carm.apps.airliquide.com, if it's working, contact your helpdesk and share this information. If it's not working, run the first checks at the top of this help
Secure Remote Access for Mobile (Business-Only) - Zscaler - How to get a Business-Only role?
English
laurent.saulnier@eu.corp.airliquide.com
246
Cheikh SANE
Uncategorized
Published
2025-07-29 21:50:45
33
myITcorner
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8
2020-03-23 11:59:26
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GIO-EUS-GOPS-WORKSPACEONE-L3
Follow the below steps to create a Secure Remote Access for Mobile account (Zscaler Private Access= VPN for mobile). Prerequisite You need to request a Business-Only role into CARM. Case 1. I am out of Office : I have my laptop with Pulse secure (start pulse secure and go to step 2 below) I don't have access to CARM : follow the procedure ask a colleague who has access to Airliquide Network or have already access to Carm to do it for me. Case 2. I am still in the Office : I request a Business-Only role Step 1 Go to CARM (https://carm.apps.airliquide.com/Carm/CarmInit.do) and connect to your session Step 2 Click on “My access” Step 3 Click on “Request a new access” and select Secure Remote Access from the drop down list and follow the steps. Step 4 Select Mobile Device Access Step 5 Select the Ability to enroll one mobile device Once your request is validated, you will be able to use Zscaler Private Access called the Secure Remote Access for mobile Remember that you need also an Okta Account to make the application Work.
Content: This document explains what is Zscaler, what is the purpose of this application on your laptop, and how you should connect to it. The document also covers troubleshootings guidelines in case you encounter any issue using the application. Web browsing security To comply with Air Liquide Code of Conduct for Digital Protection, all Air liquide internet trafic "transit through and is protected by" a third party provider "Zscaler" (the group proxy solution) What is the Zscaler Client Connector (ZCC) or Z-App? In order to extend the protection outside Air Liquide offices, an application(Zscaler Client Connector )is deployed on all "Windows Business Only devices". It should always be started and connected in order to protect your computer from potential malicious code hosted on internet. It also enforce the Air Liquide Web browsing policy First connection The very first time you start the Zscaler Client Connector, it will have to register and validate your credentials. Option 1: From inside Air Liquide offices, the connection should be transparent, otherwise refer to option 2 Option 2: Outside Air Liquide offices, or on a few sites you might have to manually login. Prerequisite: you need a valid and working Okta account. When your computer start, a login windows will be displayed. Step 1 Enter your Okta account informations (usually your email address in *@airliquide.com) Step 2 For users who have a mobile phone, you should receive an authorisation request on your mobile. Else, for users with no Okta mobile configured, you might have to generate a code. Once this second authentication step is complet, you are connected and don't need to do anything else, you are protected by this security solution. You can refer to the Okta helps below if you don't manage to login using your Okta account: https://airliquide.service-now.com/myitcorner?id=search&spa=1&q=Okta How it works The application is taking your internet trafic to a trusted third party for automated transparent malicious content inspection. When you open the application, you will simply see that you are protected. You can see this by clicking on the Zscaler icon as per the below screenshot. Troubleshooting A-Connection failed In case your Okta connection failed, try your Okta credential against another Air Liquide application to check that there is no issue with it. You might also simply restart your computer
MIR INC0565546 - Production SAP Portal down for BW Users (ARGP400001196) (March 19th, 2020)
English
laxmikant.patil@am.corp.airliquide.com
3
Michael FECSKO
Uncategorized
Published
2023-02-08 15:16:06
16
Major Incident Reports
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GIO-CS-AMER-Operations
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2020-03-19 14:23:07
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GIO-CS-AMER-UNIX-L2
MAJOR INCIDENT REPORT Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Production SAP Portal down for BW Users (ARGP400001196 ) INC0565546 - March 19th, 2020 Timezone : EST Total outage duration : 1 Hour 34 Minutes Executive Summary The Airgas SAP BW (Business Warehouse) portal system is down. Classification : Major connectivity outage On March 19th, 2020 at 7:38 am EST, monitoring reported an incident that could have impacted up to 4000 users but due to time of incident the impact was far less and only 10 known users were impacted. The symptoms of the incident were that the SAP BW Portal system used for delivering financial reporting to end users became unavailable for several users. Initial root cause is the SAP BW Portal system initiated a Cluster failover after a human error caused the network communication between the primary and secondary servers to go down. The resolution of the incident was that TCS brought the SAP BW Portal application up on the primary server. On March 19th, 2020 at 9:12am EST, the incident is resolved, leading to a service disruption of 1 Hour 34 Minutes Root cause SAP BW Portal system initiated a Cluster failover after a human error caused the network communication between the primary and secondary servers to go down. This was because the person was trying to fix an issue wherein there was a lack of communication between the server and the ScienceLogic monitoring tool. Without this communication we were not able to receive alerts for resource utilizations, or availability. The admin stopped critical services used by the cluster service during his attempts to activate the monitoring, which caused the cluster failover. During the failover process there was also a miscommunication between the TCS AIX admins as to what server needed to be running as the primary server. This same admin was trying to get it running on the secondary server while another admin was trying to get it running on the primary server. This resulted in some conflicts and error messages and added some delay to the restart of the cluster. Major steps leading to incident resolution1 March 19th, 2020 07:11 : Sysadmin issued command to recycle the hostmibd service 07:23 : The primary server initiated a failover to the secondary server. 07:38 : Users reported a problem accessing the application and a P1 ticket was opened in Airgas iSupport system and a bridge was opened. 08:00 : Determined to failback to primary server. 08:04 : The primary server is up and active. 08:15 : Database and application started on primary node. 08:25 : Central instance is up 08:37 : Application started on application server. 09:01 : Application is fully up and initial testing completed. 09:12 : SAP BW Portal is up after bringing back up the primary server and restarting the application. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041870. Action Plan The teams must work together to Assess, Correct, Test and Re-implement the Clustering with formal approval steps. Removed the specific TCS System Admin from our account. TCS to hold detailed training session with Admins to go over the relationship of servers and Cluster software. Make sure all work performed has a change ticket created and is discussed with senior Admins and management before it is executed. While this action does not stem from the immediate cause for this outage, we are asking to do a detailed analysis of all the AIX systems to re-validate that all the cluster related configuration information on each server is correct, and discuss other potential actions that can be considered. The following items will be verified or considered: 1. /etc/hosts file from each server. 2. IP addresses of the physical servers and names. 3. Forward and reverse DNS from each server. 4. Cluster configuration information for all cluster servers presently configured. 5. Discuss turning off automatic cluster failover until full testing plan is created and agreed to. Version: V1.0 Date: Mar. 20th 2020 Author(s): Jon Stevens Service Manager validation2 Date: Mar 30th, 2020 Approver(s): Christian McComas Service Director validation3 Date: Mar 31st, 2020 Approver(s): Anthony Lopresti Hub Director validation (opt) Date: Mar 31st, 2020 Approver(s): Scott Cohn 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has a PowerBI access in CARM but cant access the report he wants to. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: Make sure that you performed all the checks in KB0018336. STEPS: Ask the user when his request was approved. The request is approved when he signs the terms of use if he asked for a Free licence and when his manager approves the request if he asked for a Creator (paid) licence. If the request was approved less than 24 hours ago, tell him to wait because the synchronisation can take up to one day to be completed. You can go to the end of this article to categorize this incident. Ask the user if the user recently changed his last name (recently means after having asked for his PowerBI licence). If yes, follow KB0043356. Go to Azure, type the name of the user in the search bar, and go to the licence menu in the left pane. Make sure that if the user has a Free licence in CARM, you can see Microsoft Fabric (Free) here, and that if he has a Creator licence in CARM, you can see Power BI Pro here. If what you see in CARM doesnt match what you see here, please follow KB0056484 Ask the user to go to PowerBI. If he can connect without any issue, ask him to navigate to the report he cant access. If the error message only appears when he tries to look at a specific report, it means he needs to get access to this specific report, please follow KB0056485. If none of these checks helped to solve the problem : 1. Ask the user to try to connect using a Chrome private navigation window. If it works in private mode: a) Ask the user to clean his cookies in his Chrome navigator b) close the ticket with the logging categorization at the end of this article 2. If user cannot access Power BI in private mode a) Find the Microsoft UserPrincipalName (UPN) of the user by searching the user in MMS. The UPN is equivalent to the User ID of MMS. b) Ask the user to try connecting to Power BI using his UPN instead of his email address. b) If the user can connect, close the ticket with the logging categorization at the end of this article If none of this solves the problem, please follow KB0043357. If these steps solved the issue, after assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. Attach this knowledge article to the incident. LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Describe shortly the checks you performed and which one solved the problem ARTICLE TYPE: FCR TEAM: L1
access, airliquide, bi, carm, com, corp, english, granted, hatstatt@eu, leo, licence, no, no access, power, power bi, powerbi
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KB0056493
PowerBI - Data set issue - PowerBI Desktop
English
leo.hatstatt@eu.corp.airliquide.com
13
NaN
Uncategorized
Published
2025-07-23 16:03:29
4
GIO Service Desk
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GDO-BI-BI for Operations
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2
2025-07-23 13:26:42
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GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: A PowerBI user has an issue with his data set in PowerBI Desktop. He cant connect to it, refresh the data, If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: Make sure you followed all the steps and gathered all the information mentioned in KB0056486. STEPS: Ask the user to open the report with an issue in PowerBI Desktop, and to go to the Transform data tab than Data source setting : In this new page, ask the user to re-enter his credentials for every data source : Then, ask him if this solved this issue, if no, please follow KB0056495. If it solved the issue, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. Attach this knowledge article to the incident. LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: User needed to re-enter his credentials to access the data source ARTICLE TYPE: FCR TEAM: L1
access, airliquide, bi, com, connection, corp, credentials, data, data set, desktop, english, hatstatt@eu, leo, power, power bi, powerbi, set, wifi
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KB0056467
Power BI - PowerBI Desktop software issue
English
leo.hatstatt@eu.corp.airliquide.com
49
NaN
Uncategorized
Published
2025-07-23 14:40:13
7
GIO Service Desk
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GDO-BI-BI for Operations
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NaN
6
2025-07-22 16:35:15
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GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls because he has an issue with the PowerBI Desktop software in itself (update, installation, ), not the report he is modifying. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: - Ask the user if he is accessing PowerBI Desktop through Citrix, if yes, please follow KB0056479. - Ask the user if he has a PowerBI licence, if yes, go directly to the STEPS section. If no, follow KB0013695 first, it explains how to request a PowerBI license. Note that user needs a PowerBI Pro licence to use PowerBI desktop. Then come back to the STEPS section of this article to complete users main request. If user doesnt know if he has a licence, perform the following checks : 1) Go to CARM and enter the name of the user in the research bar on the top right 2) Click on Access for the user you have searched If the user doesnt have any of the access mentioned above please follow KB0013695 first, it explains how to request a PowerBI license. Note that user needs a PowerBI Pro licence to use PowerBI desktop. Then come back to the STEPS section of this article to complete users main request. STEPS: If the user wants to install PowerBI Desktop, ask if he already had it installed in the past. If the answer is yes, please follow KB0024575. If the answer is no, please follow KB0013694. If the user wants to update PowerBI Desktop, please follow KB0044829. If the issue doesnt fall under any of these categories check KB0056465, it will help you to find the right information for PowerBI issues. If you already followed it, please open a ticket and assign it to GDO-BI-SUPPORT-L3. Include a link to this knowledge article and the result of the checks you performed. Describe the problem as precisely as possible and include relevant screenshots and links if possible. Informations for the ticket creation: LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: The most relevant to you Assignment group: GDO-BI-SUPPORT-L3 ARTICLE TYPE: Assignment
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to get a PowerBI licence on CARM. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. STEPS: Ask the user if he just needs to look at a report or if he will also have to modify or create reports and publish them. If he just needs to look at the report, redirect him to (Free licence):https://sites.google.com/airliquide.com/bi-group/access-to-bi If he also needs to modify or create reports, redirect him to (Creator licence): https://sites.google.com/airliquide.com/bi-group/home/power-bi-creator These are the steps he will have to follow : 1. Go to CARM 2. Click "My Access" 3. Click Request new access in the left pane 4. Type BI in the search bar and click on any of the following : BI Ops, BI Corporate, BI for operations AMEI or BI for operations Europe. 5. Select the desired licence (Creator if the user needs to modify and create reports, Viewer if not) 6. Submit the request The user will then have to sign the terms of use, and if he asked for the Creator licence, his manager will have to accept the request. The access to PowerBI will be granted the day after his signature of the terms of use or the day after his manager approval if needed. After assisting the user, open an interaction, then open and close an incident based on the below LOGGING CATEGORIZATION. Attach this knowledge article to the incident LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: Request details: CARM RequestReason: User needs access to PowerBIResolution Notes for Cattask: Guided user through CARM to request a license In case of blank ESS Incident submitted by an end-user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access/ Rights
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has an issue with PowerBI. STEPS: I) User has an issue with the PowerBI Desktop software, not with the report they are modifying but the software in itself. Follow KB0056467 II) User cant access the PowerBI report he wants to see in PowerBI Service or PowerBI Desktop. Follow KB0018336 III) User can access the report but there is an issue with the data itself: connection to the datasource, missing data or data quality issue. Follow KB0056486 IV) User has a general question about a PowerBI or PowerBI Service functionality. Follow KB0013696 If the issue doesnt fall under any of these categories, please open a ticket and assign it to GDO-BI-SUPPORT-L3. Attach this knowledge article to the ticket. Include the initiative code of the initiative the report is attached to. Describe the problem as precisely as possible and include relevant screenshots and links if possible. Informations for the ticket creation : LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: The most relevant to you Assignment group: GDO-BI-SUPPORT-L3 ARTICLE TYPE: Assignment TEAM: OSS
airliquide, bi, com, corp, english, general, hatstatt@eu, leo, power, power bi, powerbi
NaN
KB0056485
PowerBI - No access - Security group access request
English
leo.hatstatt@eu.corp.airliquide.com
7
NaN
Uncategorized
Published
2025-08-20 13:54:20
6
GIO Service Desk
NaN
#########
NaN
GDO-BI-BI for Operations
NaN
NaN
NaN
0
2025-08-20 13:44:39
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cant access a specific report in PowerBI but has access to his personal space and other reports in PowerBI Service. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: Make sure that you performed all the checks in KB0018336. STEPS: - Ask the user if some of his colleagues have access to this report, if yes, tell the user to go to CARM and compare his accesses with the ones of his colleague. To do so click on the BI tile they have (BI Ops OR BI Corporate OR BI for Operations Europe OR BI for Operation AMEI) Here is an example of access rights, the user and his colleague should have the same boxes checked. If there are some differences, the user should request the accesses he hasnt at the moment. When the request is approved, he will have access to the report. You can follow the below logging categorization for the incident. If none of his colleagues has access to the reports, or if they already have the exact same accesses, please follow KB0043357. After assisting the user, open an interaction, then open and close an incident based on the below LOGGING CATEGORIZATION. Attach this knowledge article to the incident. LOGGING CATEGORISATION: Business service: GDO-BI-BI for Operations Configuration item: Power BI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Requested access to the right CARM group ARTICLE TYPE: FCR TEAM: L1
access, airliquide, bi, carm, com, corp, denied, english, group, hatstatt@eu, leo, no, power, power bi, powerbi, request, security
NaN
KB0056486
PowerBI - Data or data set issue
English
leo.hatstatt@eu.corp.airliquide.com
39
NaN
Uncategorized
Published
2025-07-23 15:52:54
5
GIO Service Desk
NaN
#########
NaN
GDO-BI-BI for Operations
NaN
NaN
NaN
6
2025-07-23 11:43:39
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user can access the PowerBI report but there is a problem within the report. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: Get as many information about the report as possible :Initiative code of the initiative the report belongs to. If it is not linked to an initiative, what kind of report is it, who uses it and what does it do (mandatory)If the report is in PowerBI Service (online) in which App / Workspace is the report (link to the App or workspace)?Link to the report if the report is in PowerBI Service.Data source of the report if the user knows it: What kind of data source, link to it.Screenshot of the problem (showing the whole report page) STEPS: If the issue is the data itself, the values shown are wrong, there are missing values, there are errors in some visuals, look at the initiative code and identify in which case you are: If the initiative code start with 90*** (5 digits in total), it means it is a self managed initiative, in this case please follow KB0056490. If the Initiative code only has 4 digits ****, it means the report is managed by an Data and AI squad, please follow KB0056489. If the user says his report isnt linked to any initiative, please follow KB0056491. If the issue is linked to the connection to the dataset in PowerBI Desktop, please follow KB0056493. If the issue is linked to the data source in PowerBI Service (failed refreshes, ) please follow KB0056494 If none of this is the issue, please make sure you looked at KB0056465, and tried to find the right knowledge base article for the users issue. If you already did, please open a ticket and assign it to GDO-BI-SUPPORT-L3. Attach this knowledge article and all the information you gathered in the BEFORE YOU START stage. Describe the problem as precisely as possible and include relevant screenshots and links if possible. Informations for the ticket creation: LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: Data issue Assignment group: GDO-BI-SUPPORT-L3 ARTICLE TYPE: Assignement TEAM: OSS
airliquide, bi, com, corp, data, data quality, data set, english, hatstatt@eu, leo, missing, missing data, power, power bi, powerbi, quality, refresh, set
NaN
KB0056491
PowerBI - Data Quality Issue - Self BI product
English
leo.hatstatt@eu.corp.airliquide.com
9
NaN
Uncategorized
Published
2025-07-23 16:01:24
4
GIO Service Desk
NaN
#########
NaN
GDO-BI-BI for Operations
NaN
NaN
NaN
0
2025-07-23 12:09:43
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: There is wrong data, missing data or errors in a visual in a PowerBI report, and you identified that it is a self BI report. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: Make sure you followed and gathered all the information required in the article KB0056486. STEPS: The report with an issue is a self BI report. This means that he isnt linked to any initiative and GDO cant help users for this kind of reports because we dont have any information about them and their data source. If there is missing data in the report, the user has to contact the creator of the report which is most likely the person who shared the report with him. If the user is the creator of the report, he can get help about PowerBI on the following links: BIG website: https://sites.google.com/airliquide.com/bi-group/home where the user can find user guides, frequently asked questions. PowerBI end user guide : https://docs.google.com/presentation/d/1hm6qWa1cFTM6skGPBwyngowx2PdLxPK-vpXR4J_2FRI/present?slide=id.p1 it contains many tutorials about specific powerBI functionalities. List of BI certified employees : https://app.powerbi.com/groups/me/apps/89980932-42a4-4605-9a7b-b5c8108f7652/reports/9f2e0456-7ad4-4160-a874-a077a674e6e7/ReportSection?ctid=b2ed466b-1ad5-4ea5-b19e-10f2abc41e7c&experience=power-bi this is a PowerBI report that lists all the certified PowerBI users, if the user knows someone in this list, he can ask him questions. Pulse or Google chat BI community: https://pulse.airliquide.com/sites/all-communities/Channel/252862/gdo-bi-group / https://mail.google.com/chat/u/0/#chat/space/AAAA4QNxNY8 the user can ask questions to the BI community there. After helping the user, open an interaction, then open and close an incident based on the below LOGGING CATEGORIZATION. Attach this knowledge base article to the incident. LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: Data issue Resolution Notes: Not in charge of the self BI, redirected the user to the community. ARTICLE TYPE: FCR TEAM: L1
airliquide, bi, com, corp, data, data quality, english, hatstatt@eu, leo, missing, missing data, power, power bi, powerbi, product, quality, refresh, self, self bi, update, update data
NaN
KB0024575
PowerBI Desktop - Software re-installation
English
leo.hatstatt@eu.corp.airliquide.com
293
Jeremie LENOIR
Uncategorized
Published
2025-09-29 13:55:36
5
GIO Service Desk
NaN
#########
5.00
GDO-BI-Self BI
NaN
NaN
NaN
98
2025-07-23 14:02:37
#########
NaN
GDO-BI-SUPPORT-L3
REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user wants to install PowerBI and used to have it installed. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. POSSIBLE CAUSES: Software needs to be upgraded and the usual way didn't work. Usual installation process through MyITCorner failed. Application functional issues. BEFORE YOU START: Please make sure that the app was already installed on the user's PC earlier. If this is a new installation please refer to KB0013694. If the user just needs to update PowerBI, please follow KB0044829. STEPS: Download the Power BI on the user's PC from here and install it with admin rights. After assisting the user, open an interaction, then open and close an incident based on the below LOGGING CATEGORIZATION. Include this knowledge article to the incident LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: Installation / Deployment Resolution Notes: Reinstalled PowerBI Desktop software TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Power BI - Data Quality Issue - Self Managed Initiative Product
English
leo.hatstatt@eu.corp.airliquide.com
6
NaN
Uncategorized
Published
2025-07-23 15:59:56
4
GIO Service Desk
NaN
#########
NaN
GDO-BI-BI for Operations
NaN
NaN
NaN
0
2025-07-23 12:03:15
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: There is wrong data, missing data or errors in a visual in a PowerBI report, and you identified that this report is linked to a self managed initiative. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: Make sure you followed and gathered all the information required in the article KB0056486. STEPS: The report with an issue has been created by a self managed initiative. This means that it is not in the GDO scope and the initiative members are directly responsible for the report. You will have to redirect the user to the initiative leader of this initiative. To find the initiative leader, go to the data portal, type the initiative code in the search bar and click on the right initiative. There, you will see who the initiative leader is. The initiative leader is responsible for the PowerBI report or knows who is and can help the user to solve the issue. If the user says he is responsible for the report or the initiative leader is his boss and he cant help him, please follow KB0056495 If the user was able to reach the correct person, open an interaction, then open and close an incident based on the below LOGGING CATEGORIZATION. Attach this knowledge base article to the incident. LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: Data issue Resolution Notes: Redirected the user to the person in charge of the report who is able to help him. ARTICLE TYPE: FCR TEAM: L1
airliquide, bi, com, corp, data, data quality, english, hatstatt@eu, initiative, leo, managed, missing, missing data, power, power bi, powerbi, product, quality, refresh, self, updated, updated data
NaN
KB0043357
Power BI - Access issue - Cannot access after troubleshooting
English
leo.hatstatt@eu.corp.airliquide.com
626
Olivier CHATELAIN
Uncategorized
Published
2025-09-29 13:55:37
7
GIO Service Desk
NaN
#########
NaN
GDO-BI-Self BI
NaN
NaN
NaN
164
2025-07-23 15:40:51
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: You went through all the steps of KB0018336 but you were redirected to this article at some point because you werent able to solve the problem. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: Make sure to have followed all troubleshooting in KB0018336. STEPS: Open an INCIDENT and assign it to GDO-BI-SUPPORT-L3 with the following information : a) This knowledge base article and the article that linked you to this one. b) Mention all the troubleshooting steps that you have followed and the result. c) A screenshot of the user screen showing the error message displayed. d) If applicable, the initiative code of the initiative the report the user is trying to access belongs to or the URL of the webpage in Power BI Service that the user is trying to access. LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Access / Rights Assignment group: GDO-BI-SUPPORT-L3 ARTICLE TYPE: Assignment TEAM: OSS
PowerBI - Data quality issue - Data & AI applications squad product
English
leo.hatstatt@eu.corp.airliquide.com
11
NaN
Uncategorized
Published
2025-08-21 14:40:02
5
GIO Service Desk
NaN
#########
NaN
GDO-BI-BI for Operations
NaN
NaN
NaN
1
2025-08-21 14:37:34
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: There is wrong data, missing data or errors in a visual in a PowerBI report, and you identified that this report is managed by a Data and AI squad. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: Make sure you followed and gathered all the information required in the article KB0056486. STEPS: The report with an issue is managed by a Data and AI squad, this means that they have their own MMS team to deal with the issue. You will have to assign the ticket to the right MMS team. You will find the association between the initiative code of the initiative the report belongs to, and the MMS team in this spreadsheet. If the initiative code isnt in the spreadsheet, assign the ticket to GDO-BI-SUPPORT-L3. Please attach this knowledge article and all the information you gathered to the ticket. LOGGING CATEGORISATION: Business service: GDO-BI-BI for Operations Configuration item: Power BI - PROD Category: Application Subcategory: Data issue Assignment group: The one you found in the spreadsheet or GDO-BI-SUPPORT-L3 ARTICLE TYPE: Assignment
ai, airliquide, applications, bi, com, corp, data, data quality, english, hatstatt@eu, leo, missing, missing data, power, power bi, powerbi, product, quality, refresh, squad, updated, updated data
NaN
KB0013696
Power BI - Frequently asked questions
English
leo.hatstatt@eu.corp.airliquide.com
103
Nezha GRADA
Uncategorized
Published
2025-09-29 13:55:36
6
GIO Service Desk
NaN
#########
NaN
GDO-BI-Self BI
NaN
NaN
NaN
325
2025-07-23 16:10:20
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has questions regarding the functionality of the Power BI application or needs assistance with BI Project. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. STEPS: Share the following website with the user: https://sites.google.com/airliquide.com/bi-group/home where the user can find user guides, frequently asked questions. This is a link to the PowerBI end user guide, it contains many tutorials about specific powerBI functionalities: https://docs.google.com/presentation/d/1hm6qWa1cFTM6skGPBwyngowx2PdLxPK-vpXR4J_2FRI/present?slide=id.p1 This links to a PowerBI report that shows the list of BI certified employees, if the user knows someone in this list he can ask for help : https://app.powerbi.com/groups/me/apps/89980932-42a4-4605-9a7b-b5c8108f7652/reports/9f2e0456-7ad4-4160-a874-a077a674e6e7/ReportSection?ctid=b2ed466b-1ad5-4ea5-b19e-10f2abc41e7c&experience=power-bi Pulse or Google chat BI community, if user would like to ask question regarding BI: https://pulse.airliquide.com/sites/all-communities/Channel/252862/gdo-bi-group https://mail.google.com/chat/u/0/#chat/space/AAAA4QNxNY8 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. Attach this knowledge article to the incident. LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Not an incident, redirected user to the right place to ask questions ARTICLE TYPE: FCR TEAM: L1
airliquide, asked, assistance, bi, bi group, bi project, big, com, contact, corp, english, faq, frequently, grada, group, hatstatt@eu, issue, leo, local, nezha, power, power bi, project, question, questions
NaN
KB0056479
PowerBI Desktop issue in Citrix
English
leo.hatstatt@eu.corp.airliquide.com
6
NaN
Uncategorized
Published
2025-07-23 14:41:49
6
GIO Service Desk
NaN
#########
NaN
GDO-BI-BI for Operations
NaN
NaN
NaN
0
2025-07-23 10:30:22
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has an issue with the PowerBI Desktop software and he is accessing it through Citrix. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: Make sure that the user is accessing PowerBI Desktop with Citrix. STEPS: Get as much information about the error as possible, and open a ticket with the logging categorisation below. Describe the issue as precisely as possible and include relevant screenshots. Attach this knowledge article to the incident. LOGGING CATEGORISATION: Business service: GIO-CS-AMER-Application and Desktop Virtualization CI: CITRIX - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group: GIO-CS-SD-CITRIX-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
PowerBI - Data or Data set issue - No solution after Troubleshooting
English
leo.hatstatt@eu.corp.airliquide.com
14
NaN
Uncategorized
Published
2025-07-23 16:07:42
5
GIO Service Desk
NaN
#########
NaN
GDO-BI-BI for Operations
NaN
NaN
NaN
1
2025-07-23 13:47:25
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: You went through all the steps of KB0056486 but you werent able to solve the problem. If it is not this article (KB0056486) that led you to this one, but the issue is linked to PowerBI, please check KB0056465. It will help you find the right knowledge article. STEPS: Open an INCIDENT and assign it to GDO-BI-SUPPORT-L3 with the following information : a) All the information you gathered in the KB0056486 BEFORE YOU START step. b) Attach this article and the one that led you to this one. c) A clear description of the problem. d) The checks you performed and why it didnt solve the issue. LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: The most relevant to you Assignment group: GDO-BI-SUPPORT-L3 ARTICLE TYPE: Assignement TEAM: OSS
after, airliquide, bi, com, corp, data, data quality, data set, english, hatstatt@eu, leo, no, power, power bi, powerbi, quality, refresh, set, solution, troubleshooting, update
NaN
KB0056484
PowerBI - No access - CARM/Azure synchronization issue
English
leo.hatstatt@eu.corp.airliquide.com
9
NaN
Uncategorized
Published
2025-07-23 15:32:35
3
GIO Service Desk
NaN
#########
NaN
GDO-BI-BI for Operations
NaN
NaN
NaN
1
2025-07-23 11:00:28
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: There is a synchronization issue between CARM Azure : the user has his licence in CARM but not in Azure. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: Make sure that you performed all the checks in KB0018336. STEPS: Open an incident and assign it to GIO-SEC-CARM-L2 asking to reload user access rights. Mention the user's name, that the PowerBI licence is unsynched and the licence type in the description. Please attach this article to the incident. LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration Item: CARM - PROD Category: Application Subcategory: Access / Rights Assignment group: GIO-SEC-CARM-L2 Ticket type: Incident ARTICLE TYPE: Assignement TEAM: L2
access, airliquide, azure, bi, carm, com, corp, english, hatstatt@eu, leo, licence, no, power, power bi, powerbi, synch, synchronization
NaN
KB0056494
PowerBI - Data set issue - PowerBI Service
English
leo.hatstatt@eu.corp.airliquide.com
9
NaN
Uncategorized
Published
2025-07-23 16:06:11
5
GIO Service Desk
NaN
#########
NaN
GDO-BI-BI for Operations
NaN
NaN
NaN
1
2025-07-23 13:34:08
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: A PowerBI user has an issue with the data set of the report he is accessing in PowerBI Service (online). The refreshes fail, If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: Make sure you followed all the steps and gathered all the information mentioned in KB0056486. STEPS: Ask the user if he can access the Workspace where the report is saved. If yes, ask him if he knows which semantic model contains the data, and if he can access it. If yes, ask him to go to the settings of the semantic model : There he will be able to see who the owner of the semantic model is. If the user is the owner, tell him to re-enter his credentials in the Data source Credentials pane, if he is not, tell him to contact the owner. If user couldnt do one of the previous steps, or if it didnt solve the issue, please follow KB0056495. If it solved the issue, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. Attach this knowledge article to the incident. LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: User needed to re-enter his credentials to access the data source ARTICLE TYPE: FCR TEAM: L1
airliquide, bi, com, corp, data, data set, english, hatstatt@eu, leo, power, power bi, powerbi, refresh, service, set
NaN
KB0044829
PowerBI - Update Microsoft Power BI Desktop software
English
leo.hatstatt@eu.corp.airliquide.com
847
Nezha GRADA
Uncategorized
Published
2025-09-29 13:55:37
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
227
2025-07-23 14:29:21
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to update to the latest version If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: If user does not have Power BI installed yet, please follow KB0013694. If the user already has Power BI installed: Check what version the user has in PowerBI's About menu.Check what the latest available version is in the BIG Platform End User Guide. STEPS: The automatic update process should have been applied on the users computers.The update will only work when PowerBI is not running and if the software was installed via push (from MyITCorner or previously MyStore)To force the update: Close Power BI desktop, reboot the computer (if working remotely, connect to Ivanti), then launch SecurityPatchesUpdateTool.If the update does not work, software can be reinstalled via Marimba push. This will also get the latest available version: Package name: o_00024_microsoft_power-bi-desktop-1.0_en_28Package URL: https://marimba.apps.airliquide.com:5282/BIS_GHO/Components/o_00024_microsoft_power-bi-desktop-1.0_en_28 After assisting the user, open an interaction, then open and close an incident based on the below LOGGING CATEGORIZATION. Include this knowledge article to the incident. LOGGING CATEGORISATION: Business service: GDO-BI-Self BI Configuration item: Power BI - PROD Category: Application Subcategory: Installation / Deployment Resolution Notes: Updated PowerBI Desktop software TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bi, com, corp, desktop, english, grada, hatstatt@eu, install, leo, microsoft, my, my store, nezha, power, power bi, power bi desktop install, power bi install, powerbi, software, store, update
NaN
KB0041786
Employee_How to change your name pronunciation
English
leven.cerezo@eu.corp.airliquide.com
13
NaN
Uncategorized
Published
2025-04-04 11:39:54
7
HR Knowledge Base
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2023-09-29 14:36:13
NaN
NaN
HR-COE-HRDS-TRANSVERSE
NaN
airliquide, audio, cerezo@eu, change, com, corp, employee, english, how, leven, myhr, name, name pronunciation, pronunciation, your
NaN
KB0040149
Employee_How to access delegated tasks on behalf of someone
[BIS CF] myRCA- Incident and request creation myRCA
English
loubna.alili@eu.corp.airliquide.com
30
Loubna ALILI
Uncategorized
Published
2025-07-29 2:01:49
8
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
14
2024-01-23 10:40:02
#########
NaN
BCF-SMGS-LIRE
Application in a nutshell myRCA is a worldwide application used by LI and HSE user to record rootcause analysis for industrial incidents Application criticity The application is a Critical Digital Asset 2, used by 1500 users SYMPTOMS: User/IT are reporting a functional issue/bug defect AND requesting a non catalog request related to myRCA applicative solution . BEFORE YOU START: Please note: End users must contact the Local Key Users to report any myRCA issue via myRCA GForm Warning : Only SIS & LI Solution owners and BIS CF may open incidents via MMS that must be routed to L3 Support of myRCA STEPS: 1. Redirect users to their Local Key Users to report any myRCA issue via myRCA gform. https://docs.google.com/forms/d/1cBUFwEEgtttCzKiqJAM64DcEI9QpKNbE5v2ru98vHe4/edit 2. If SIS & LI Solution owners open a ticket in myITcorner, it will be assigned to BCF - myRCA support group open the intake in SNOW, process the next steps until the incident is created ; it will be assigned to BCF - myRCA support group assign the ticket to someone in myRCA support group or route the ticket to the other IT stakeholders - GDO + (External IT partner soon) LOGGING CATEGORISATION: Business service: BCF - myRCA Configuration item: myRCA PROD Situation: Bug/Defect [Incident] or Function not working [Incident] How-To/Question [Ad Hoc Request] Assignment group : BCF - myRCA
MIR INC0613640 - Site 1 time pass - Outside Air Liquide Down - GLOBAL (August 4th, 2020)
English
louis-henri.raguin@eu.corp.airliquide.co
6
Zineb MELAIKIA-SC
Uncategorized
Published
2023-02-08 15:15:02
16
Major Incident Reports
NaN
#########
NaN
GIO - SEC - Public DNS
NaN
NaN
NaN
0
2020-08-05 15:04:36
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Site 1 time pass - Outside Air Liquide Down - GLOBAL INC0613640 - August 4th, 2020 Timezone : GMT+2 Total outage duration : 2 Hours Executive Summary Classification : Major business apps outage On August 4th at 10:38 AM GMT+2, several users reported an incident, affecting all hubs and users working from outside the corporate network. The symptom of the incident was that 1TimePass application was not accessible for all users not connected to the corporate network, preventing them to access applications requiring strong authentication (e.g. ServiceNow, secure remote access , ...). Please note that Google Suite applications (Gmail, Google Drive, …) remained available. The root cause was a DNS misconfiguration due to a human mistake in the implementation of a standard change (CHG0107147). The resolution of the incident consisted in modifying the configuration to the expected value (CHG0107467). On August 4th at 2:04 PM GMT+2, the incident was resolved, leading to a service disruption of 3 Hours and 26 minutes (INC0613640) Major steps leading to incident resolution1 August 4th, 2020 12:38 pm : One user reports that 1 time pass site is down. 12:44 pm : The priority is increased to P2 due to the impacted business. 12:53 pm : GIO ADAS team makes investigations. 01:39 pm : Due to the impact (no ability to work), the incident is increased to P1. 01:53 pm : The incident is downgraded to P2 for the SDM. 02:04 pm : The issue is resolved by deleting the new DNS entry apps.airliquide.com and smc-preprod.apps.airliquide.com. The action is done by the GIO PSS team. The incident will be upgraded to P1 tomorrow because there's a large impacted users and countries. Initial root cause 02:04 pm : Root cause as known at incident resolution. Actions plan Item, owner Item, owner External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042059.
2020, 4th, air, airliquide, august, bis, bis home healthcare, co, corp, down, english, global, healthcare, home, inc0613640, liquide, louis-henri, melaikia-sc, mir, outside, pass, raguin@eu, site, time, zineb
NaN
KBB0010002
Contact Europe Service Desk
English
Luc.MELEN@eu.corp.airliquide.com
39
NaN
Uncategorized
Published
2025-10-01 14:45:41
7
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-10-01 14:39:56
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
In any country that does not have a specific dial-in number, an employee can call any one of the other country numbers. ZoneCountryLanguagePhone numberCore Support Hours (Local time)EUROPEAustriaGerman+43 120 609 26 0706:00 - 17:00*BelgiumFrench+32 258 551 2507:00 - 18:00**BelgiumDutch+32 258 551 2607:00 - 14:00*BulgariaEnglish+359 290 607 9107:00 - 18:00*FranceFrench+33 186 995 60807:00 - 18:00**GermanyGerman+49 6 950 985 90506:00 - 17:00*ItalyItalian+39 028710393307:00 - 18:00*LuxembourgFrench+32 258 551 2507:00 - 18:00**NetherlandsDutch+31 207 003 71307:00 - 14:00* Nordic's countriesEnglish+46 403 812 9206:00 - 18:00PolandPolish+48 223 064 19007:00 - 17:00*PortugalPortuguese+36 177 774 9507:00 - 17:00*RomaniaEnglish
These instructions are for any ServiceNow user who needs delegate their responsibilities to another person. This allows someone else to fill in while you're out of the office, handling your approvals and working your tickets. A delegate is able to view and interact with approvals and tasks assigned or sent to you, and to receive copies of all email notifications sent to you. Delegate your responsibilities within myITCorner Follow this short Video: Things to keep in mind Be sure delegates know up-front that they are assuming responsibility while you’re away. Delegates should only be active system users. You may delegate different responsibilities to different people. It is important to note that delegation is NOT system retroactive. Delegates do not own your tickets or approvals, delegates work on your behalf while you retain ownership of those records. Users to whom you delegate responsibility see all pending tasks and approvals regardless of the delegation period. Delegation does not cascade. When a user acts as a delegate for another user, the delegate cannot in turn delegate to a third party. The original delegate is the only user who receives assignments and notifications. _________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
GIO Service Desk knowledge base - creation of a knowledge article
English
Luc.MELEN@eu.corp.airliquide.com
434
Guillaume CHIROL
Uncategorized
Published
2025-07-30 12:28:55
7
GIO Service Desk
NaN
#########
4.00
GIO - EUS - Service Desk
NaN
NaN
NaN
19
2024-12-26 10:15:49
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Steps to create a new KB article in the GIO Service Desk knowledge base. STEPS: 1. In Agent Workspace in the left side menu click Lists > Knowledge > All Articles 2. In the right hand corner click on "New" 3. Choose the template by clicking on the Templates icon and choose "KCS TEMPLATE" STYLE GUIDE: The font and size for the headings is Verdana 10 (bold, underlined and all caps) and Verdana 10 for the text! For additional guidelines, please refer to GIO Service Desk knowledge article - Content Standard 4. Fill out the Knowledge base field with GIO Service Desk 5. Choose the Category of the article by clicking the "Select a category" icon and choose the appropriate category (see example below). 6. Choose the Business Service (see example below) 7. "Valid To" determines the expiration date for the Knowledge Article. for Service Desk, it must be always 12 months. 8. Choose the KB Owner. Must be the owner of the Application/Service or the Manager of the relevant Resolver Group. Most common KB owners per application/service: Windows: Maik GERHARDSGoogle Kite apps: Olivier PIRZCARM: Vincent CAOMy IT Corner/MMS: Laurence AZERRAD 9. Fulfill the Short description following the rules: "System - Product - issue summary NOTE: Short, concise and meaningful description of the problem in the context of the user. Seven words maximum, with the use of the problem in the title. Do not use the solution as well as do not refer to the tool by which you resolve the issue as the reader might not know the solution yet. For example: instead of "Windows - how to unlock an account in Active Directory" write "Windows - account locked" NOTE: During the creation of a knowledge article, you can save it anytime (after you filled out the obligatory fields of Knowledge Base, Category, Business Service, Reviewer Group and Meta) and continue it later if necessary. 10. Indicate which Country/Region and Entity the knowledge article is applicable to. Please refer to below list: EntityApplicable RegionBIS APACAPACBIS EUROPEEUBIS HOME HEALTHCAREEUBIS AMERICASAMERBIS AMEIAMEIBIS E&CGLOBALBIS CFEUGIOGLOBALBIS GM&TEUALIZENTGLOBALGDOEUBIS SEPPICGLOBAL Example 1 (article applicable globally to all entities): Example 2 (article applicable to one region but all entities within): COUNTRY/REGION:EU ENTITY:ALL Example 3 (article applicable to one country and one specific entity): COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE Example 4 (article applicable to one region and one specific entity): 11. Provide a description of the problem the user is experiencing using the words of the user under SYMPTOMS Example: NOTE: You can also add a screenshot of the error message in this section --> Take a screenshot by using "Snipping Tool". Right click on the taken snapshot and click copy, Afterwards, paste it to the text of the article. See more detailed steps about it in the "Additional useful info" section. 12. Optional to write the "POSSIBLE CAUSES" of the issue (In case it is not applicable, remove this section from the article). Provide a description of the causes to better understand why the problem occurred Example: 13. Optional to write "BEFORE YOU START" notes (In case it is not applicable, remove this section from the article) . Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. Example: 14. Write the STEPS for resolving the user's issue Describe the series of tasks that the user must do to solve the problem Example: NOTE: If you would like to add a screenshot follow the steps: Take a screenshot by using "Snipping Tool". Right click on the taken snapshot and click copy, Afterwards, paste it to the text of the article. See more detailed steps about it in the "Additional useful info" section.Resize the picture by clicking on it and when you see the highlight on it, with your mouse drag the edge of the picture and resize it. 15: For operational precision and efficiency, specify the LOGGING CATEGORISATION. NOTE: In case the referred issue can be solved by the Service Desk, do not indicate any resolver team but delete the line of "Assignment group (if not L1)Resolution Notes: remove if article is not an FCR Example: 16. TICKET TYPE: Temporary field to be used until drop down is created for Incident, Adhoc, Request By default, choose only choose one but in specific cases several might applicable Example: 18. ARTICLE TYPE: Temporary field to be used until drop down is created for Process, FCR, Assignment (Only choose one) Example: 19. TEAM: Temporary field to be used until drop down is created for L1, L1.5, L1.5 Apps, OSS (Only choose one) Example: Please note: L2 or L3 resolver teams are considered to be part of OSS 20. It is mandatory to write keywords - have a look at the article you created and see how anyone could look for your article with symptoms described by you. Then enter the keywords into the Meta field. There are better search results compared to article where the keywords are just in the text of the article Also can happen that 1 application can be named in more different ways, with more names, try to think also how you would search and use it as keywords in the META field. 21. Click on "Save" to in the right hand top corner save the article as a draft 22. Once the article is ready, click "Publish" in the right hand top corner to publish the article in the "GIO Service Desk" Knowledge base Please note: We do not need to define any group under "Can Read" and "Cannot Read". Kindly leave the empty! Additional useful info: Before following the next mentioned steps , to attach something to an article you can copy/paste it where you want it within the article when creating it . 1. How to add a Screenshot to the article: Take a screenshot by using "Snipping Tool"Launch the tool and click "New" Take a snapshot and right click itClick "Copy" Click anywhere in text of the article you would like to paste the taken snapshot and press "CTRL+V" 2. How to add a hyperlink of an external website/other article/document to your article: Get the "Permalink" in case you would like to refer to a published article: Look for the article in Agent Workspace > Click the 3-dot-icon > Click "Copy Link" (this will make sure that the hyperlink will always redirect to the latest version of the article)
airliquide, com, corp, english, gandolpho-sc, gandolpho@sa, google, google group ownership;ownership;transfer;, group, luigi, ownership, transfer
Notebook LM Guide This guide will help you navigate NotebookLM : an AI-powered research and note-taking tool from Google that allows you to upload documents and then uses AI to summarize, explain, and answer questions about that content. NotebookLM can also generate different kinds of content, like : FAQsStudy guidesPodcast-style audio summaries of your documents. ____________________________________________________________________________________________________________________________________________________ Content LIst: 1) ACCESS AND OVERVIEW OF NOTEBOOKLM2) GETTING STARTED WITH NOTEBOOKLM a) Create a new notebook b) Add new resources c) Limitations d) Interacting with NotebookLM: e) Keeping track of the conversations f) Customize NotebookLM to better suit your needs or preferences3) KEY FEATURES a) Studio Panel b) Discussing Source Documents c) Audio Summaries d) Interacting with Audio _________________________________________________________________________________________________________________________________________________________________________________ 1) Access and Overview of notebookLM To access NotebookLM visit the webpage : https://notebooklm.google.com/ 2) Getting Started with NotebookLM a) Create a new notebook After clicking on the create new tab you should arrive on the homepage of your notebook. Here, the first step will be to add the resources you want to use. b) Add new resources NotebookLM supports various source types, including : Drive: Docs & Slides PDF Web: URLs (page content only) Text: .txt / Markdown / copied text Audio: .mp3 Video: Public YouTube videos (with subtitles) c) Limitations NotebookLM has limitations of 300 sources per notebook, 500,000 words per source, and a 200MB file size limit. Drive: A "Click to synchronize with Google Drive" button will appear in the source reader on the left if the original file has been modified since you last accessed the current source. This button is only visible if you have write access to the original file in Google Drive.Web URL limitations: Only the text content of a web page will be used as a source, excluding images, embedded videos or nested web pages. Web pages behind paywalls or those that have disabled web retrieval are not supported.YouTube URL limitations: Only public YouTube videos with subtitles are supported. Only the text transcript of the video will be imported as a source. Recently uploaded videos (less than 72 hours) might not be available for import. Videos without speech are not supported. There is no limit to video length, but the subtitle file cannot exceed 500,000 words.Supported Languages for Audio Import: Audio imports are supported for the languages listed here. d) Interacting with NotebookLM: After adding sources, NotebookLM automatically generates a summary for each source. You can ask questions about your sources by typing them at the bottom of the screen. NotebookLM will provide answers with citations, showing where the information comes from. e) Keeping track of the conversations When using NotebookLM, it's important to know that your conversations are not automatically saved if you refresh the page. If you want to keep ideas discussed with NotebookLM for future use, you can transform a chat response into a note. f) Customize NotebookLM to better suit your needs or preferences NotebookLM lets you adjust the way it "talks" to you, meaning you can change the tone and length of its responses. Adjusting the Conversation Style: NotebookLM allows you to tweak the style of conversation to be more in line with your preferences.Response Length: You can also change how detailed or brief NotebookLM's answers are. 3) Key Features a) Studio Panel The Studio panel in NotebookLM has some cool features that can help you work with your sources: You can create an audio summary of your notes.You can also use it to generate FAQs, create a study guide, make a summary, build a timeline or put together a briefing document. b) Discussing Source Documents You get to pick and choose which sources you want to chat about by clicking on the related source(s). c) Audio Summaries NotebookLM can make personalised audio summaries by using two AI voices to chat about your documents.Currently, these podcasts are generated in English by default. However, it is possible to get around this constraint by specifying Both hosts can only speak [language]. Any other language is not allowed. Nonetheless, this is less reliable and you may need to repeat the process several times. d) Interacting with Audio NotebookLM lets you jump into the audio and chat with the AI, just like you're part of a podcast. ____________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
1)How to resolve Salesforce access issue PREREQUISITES -Saleforce account created -Mobile enrolled (If you are accessing via cell phone) -Okta verify activated __________________________________________________________________________________________________________________________________________________________________________________ Step 1: Try accessing this link:https://airliquide-eu-im.my.salesforce.com Step 2: If step 01 did not work, please try accessing the same link from another browser (for example: Microsft Edge) Step3: If the previous two steps did not work, and you are accessing on a cell phone, make sure that the prerequisites described in this article are followed.(Mobile enrolled and Okta verify activated) __________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
How to install and log in to the Salesforce for Gmail extension
English
luigi.gandolpho@sa.corp.airliquide.com
96
Luigi GANDOLPHO-SC
Uncategorized
Published
2025-07-29 21:45:42
68
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-03-18 13:01:36
#########
NaN
BHC-NIC IT-Support-L1
PREREQUISITES -Google Chrome user -Have a Salesforce account __________________________________________________________________________________________________________________________________________________________________________________ 1) How to install and log in to the Salesfoce for Gmail extension Section 1: Uninstall Cirrus from chrome extension Step 1: Click on the three vertical dots at the top of your Chrome page. Step 2: Select "Extensions" Step 3: Select "Manage Extensions" Step 4: Select "cirrus insight" and click "remove" Step 5: A pop-up will open in the top corner of your screen. Select "remove" again. __________________________________________________________________________________________________________________________________________________________________________________ Section 2: Install Salesforce extension on Google Chrome Step 1: Click on the three vertical dots at the top of your Chrome page. Step 2: Select "Extensions" Step 3: Select "Visit Chrome Web Store" Step 4: You will be redirected to the extensions page. In the search bar, at the top right of the page, type "Salesforce" Step 5: Select the first option that appears, similar to the image below. Step 6: Click on "add to chrome" Step 7: A warning will appear. Click on the "add extension" button __________________________________________________________________________________________________________________________________________________________________________________ Section 3: How to Login to the Salesforce Extension Step 1: Click on the puzzle piece symbol at the top right of your Google Chrome Step 2: Click on the Salesforce symbol in the window that will open Step 3: On the page that will open, click on "Log in to Salesforce" Step 4: Login via Custom domain (for IM: airliquide-eu-im.) and not with Username and also make sure to add the URL of Salesforce __________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, com, corp, english, extension, gandolpho-sc, gandolpho@sa, gmail, gmail extension, how, how to login on salesforce, install, log, login, luigi, salesforce, salesforce login
NaN
KB0055951
How to get support
English
luigi.gandolpho@sa.corp.airliquide.com
497
NaN
Uncategorized
Published
2025-05-26 19:23:10
8
myITcorner
NaN
#########
4.00
NaN
NaN
NaN
NaN
1
2025-05-26 15:53:54
#########
NaN
GIO-EUS-MyItCorner-L2
Topics Need IT Help? Here's How to Connect with Your Service Desk! Submit a Ticket Online through myITCorner (Recommended for most issues) Submit a Ticket Online through myAssistant (Chatbot)I Give Us a Call through myITCorner (For urgent issues or immediate assistance) Give Us a Call through myAssistant (Chatbot) Chat with a live agent Need IT Help? Here's How to Connect with Your Service Desk!A program crashes, your internet connection drops, or you just have a question about a new system. That's where your friendly Service Desk team comes in! We're here to help you get back on track quickly and efficiently. So, how do you reach us when you need assistance? It's easy! We offer a few convenient ways to get the support you need: Submit a Ticket Online through myITCorner (Recommended for most issues): This is often the fastest and most efficient way to get your issue resolved. Our online portal allows you to describe your problem in detail, attach screenshots, and even track the progress of your request. To access, follow the steps: Step 1 Access the myITCorner homepage Step 2 In the top right, below your name abbreviation, click "Get support" Step 3: Click on "open ticket" and fill in the necessary information Submit a Ticket Online through myAssistant (Chatbot) If you prefer, we also offer the option of opening a ticket through our chatbot. To access, follow the steps: Step 1: Access the myITCorner homepage Step 2: At the bottom right, click on "myAssistant" Step 3: In the main menu click on "contact service desk" Step 4: Click on "open ticket" and fill in the necessary information Give Us a Call through myITCorner (For urgent issues or immediate assistance): If your issue is preventing you from working or is time-sensitive, don't hesitate to give us a call. Our team is ready to assist you over the phone. To access through myITCorner, follow the steps: Step 1 Access the myITCorner homepage Step 2 In the top right, below your name abbreviation, click "Get support" Step 3 Your number will be available in the first option in the "Country - Support number" or you can check all phones through the third option "service desk numbers" Give Us a Call through myAssistant (Chatbot): If your issue is preventing you from working or is time-sensitive, don't hesitate to give us a call. Our team is ready to assist you over the phone. To access through myAssistant, follow the steps: Step 1: Access the myITCorner homepage Step 2: At the bottom right, click on "myAssistant" Step 3: In the main menu click on "contact service desk". You will receive a message with your local support number. Chat with a live agent While our chatbot is great for quick answers and general information, sometimes you need personalized or complex support. That's when it can seamlessly connect you directly to a human agent from the Service Desk. This ensures you get the specific assistance you need to resolve your issue effectively. To access through myAssistant, follow the steps: Step 1: Access the myITCorner homepage Step 2: At the bottom right, click on "myAssistant" Step 3: Click on "Chat with live agent"
airliquide, com, corp, desk, english, gandolpho@sa, get, get support, help, how, how to, luigi, number, service, service desk, support
NaN
KB0055670
Improved security with automated Google labels
English
luigi.gandolpho@sa.corp.airliquide.com
1
NaN
Uncategorized
Published
2025-04-30 14:14:20
6
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-04-30 14:11:40
#########
NaN
GIO-EUS-MyItCorner-L2
This initiative is designed to classify documents based on their sharing settings, ensuring appropriate handling and control of our data. Whats Google Drive files classification? Its a system that automatically assigns classifications to your Google Drive documents. These labels indicate the sensitivity of the document. How will it work? An automated label will automatically applied 24 to 48 hours after a new Google Drive document is created: "Internal" label: For documents shared exclusively within the Air Liquide domain."Confidential External" label: For documents shared with at least one user outside of the Air Liquide domain. The script will analyze the sharing permissions of the document to determine the appropriate label. Key dates and information After the launch for Early Adopters and GIO, this configuration will be deployed by waves to all users worldwide starting May 15th, 2025. May 15 May 26 June 2 June 9 Later in 2025 Launch for Americas Launch for APAC Launch for Europe Automated labels on Shared Drive Automated labels will be applied to old and existing documents Need more information? Consult the Google Drive Labels Guide for more information. _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Gemini For DriveThis guide will help you in the usage of Gemini for Drive and what you can expect in terms of AI interaction within Google Drive. _________________________________________________________________________________________________________________________________________________________ Content List: 1) ASK GEMINI2) GATHER INFORMATION AND COMPARE INFORMATION FROM MULTIPLE DOCUMENTS3) LANGUAGES AVAILABLE _________________________________________________________________________________________________________________________________________________________ 1) Ask Gemini Gemini in Drive can summarize a document for you and quickly give you the most important information from this document. Just right-click on your document and click "Ask Gemini" 2) Gather Information and Compare information from Multiple Documents In Drive, you can request Gemini to compare information coming from multiple documents. To do so, type your prompt in the side panel. If you want Gemini to limit himself to given documents you can select them and drag and drop them into the side panel. Then you can start interacting with the given documents. 3) Languages Avaiable Please note that some features may not be available in all workspace languages. Refer to this page to see which languages are supported: https://support.google.com/meet/answer/14925782?hl=en For the full range of features, set your workspace account to English. You can do this by going to https://myaccount.google.com/language and clicking on "Add a language." Select "English/United States" and then click on the upward arrow to make English your default language. _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Learn to enroll my Business Only Android mobile device in Intelligent Hub
English
luigi.gandolpho@sa.corp.airliquide.com
16988
Rodrigo PENTEADO-SC
OKTA / Mobile Enrollment
Published
2025-07-29 19:21:59
8
myITcorner
NaN
#########
3.67
NaN
NaN
NaN
NaN
111
2025-04-25 14:31:01
#########
NaN
GIO-EUS-EUROPE-SDA
This document describes how to enroll a mobile (tablet or smartphone) owned by Air Liquide, to corporate applications such as Kite (as to have access to your emails, your calendars and your contacts on your mobile phone). Note : All apps will be synchronized after the enrollment. By enrolling the device to the Air Liquide Device Management solution you agree to the terms and conditions mentioned in excerpts below (Full agreement available here after enrollment). Prerequisites A mobile device owned by Air Liquide: Android Mobile phone or tablet. Access to internet: cellular connectivity (4G, LTE, etc.) is preferred (no need to be on an Air Liquide site) _________________________________________________________________________________________________________________________________________________________________________________ Step 1 On your computer, go to CARM: 1) Click on My access 2) Click on Mobile Device Access 3) Uncheck the box Mixed Usage 4) Select Business Only, choose how many devices you wish to enroll 5) Enter a justification, press Submit (a notification will be sent to your Carm approver). _________________________________________________________________________________________________________________________________________________________________________________ Step 2 Reset the device, meaning that if you have downloaded files on this device (photos, documents, etc), you must back up it on your Google Drive before resetting the device, otherwise you will lose your files. On the mobile device owned by Air Liquide, go to the Settings Step 3 Click on General management then on Reset Step 4 Click on Factory Reset Data Step 5 Press Reset Step 6 If prompted, enter your current PIN code and press Continue Step 7 Click on Delete all. The device will turn off and reset everything. This action can last a few minutes. Step 8 When the device turns on, click on Start. Step 9 Select I Agree to all. (optional) and in Agree. Step 10 Click in Set up manually. Step 11 Choose a WIFI other than AirLiquide-Corporate: AirLiquide-Guest & AirLiquide-Public and click in Next. Step 12 Press Next Step 13 Insert the code afw#hub in Email or phone and click in Next. Step 14 Press Next Step 15 Click in QR Code to read the QR Code sent to your e-mail. Step 16 From your computer, open the mail you received from Intelligent Hub on your Air Liquide mailbox. Step 17 Scan the QR CODE which is on the mail you opened (you do not need to download any other application to scan the QR code). Step 18 Press ACCEPT. Step 19 Press NEXT. Step 20 Click on I UNDERSTAND. Step 21 Press I AGREE. Step 22 Press Continue. Step 23 Press Next. Step 24 Press More. Step 25 Press Accept. Step 26 Press LOGIN. Step 27 Insert your corporate e-mail address if needed and click in Next. Step 28 Press Accept. Step 29 Enter your Air Liquide email address and press Next. Login in with Okta by following the usual steps. Step 30 In Windows password option, click on Select. If not your first time enrolling a device, will be necessary to select another way to authenticate your enrollment. Step 31 Enter the password of your Air Liquide email address and press Verify. Step 32 Wait until the next screen (If your device is stuck on this screen for more than 2 minutes, please restart it to continue the enrollment process). Step 33 Click on Update Device passcode. Step 34 Select PIN option. Enter a PIN code and press Continue. On the next window, you will have to confirm this PIN again and press OK. Step 35 Congratulations, you have successfully enrolled your device! Press Got it Step 36 Clicking on All apps will give you access to the catalog of authorized apps. Press the Home Central button to leave this window. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
This article will help you understand the platform place2share. If you need help with how to use the platform, please consult the User Guide. Understand Place2share - FAQ What is this tool? This platform is a corporate approved tool to share data with external users who can't collaborate with Google tools. Public platforms (Dropbox, Wetransfer, etc) are forbidden for sharing Air Liquide Internal and confidential information. Using public platform may put Air Liquide information at risk (e.g.: no contract to frame protection of data ownership, Intellectual Properties rights ). As a reminder, you can find below, the available tools to share data with external users. External parties equipped with a business Google account (Decathlon, Veolia, Solvay...) External parties not equipped with a business Google account (Reminder: personal Gmail account usage is forbidden) PublicInternalConfidential Restricted Information Google Drive, Shared Drive Google Chat When external counterparts are OK to collaborate with Google tools. Google Drive, Shared Drive using visitor sharing feature When external counterparts are NOT OK to collaborate with Google tools. Place2Share (Learn more here) Confidential Secret Information(some healthcare related use cases, aeronautics, spatial, military ). Digital Guard is MANDATORY Confidential Information Protection Procedure DS_GP02 What type of format can be shared? Microsoft documents, pdf, photo formats (png, jpg, etc), video (mp4, etc). Who can use place2share? All Air Liquide users with a Google account (including subcontractors) can access the place2share platform. Third parties (clients, partners, etc) dont need an Air Liquide account to access shared files on the platform. However, they will be asked to authenticate with password and a temporary access code they will receive by email. What is the particularity of the platform? The platform is very secure: Each transferred file has an expiration date (14 days by default). Information you share is encrypted and only the recipient can open it.Enhanced security options can be activated by the user: SMS one-time passcode, Hidden message requiring the recipient to sign in. Can Accellion (the company to which the platform belongs) access the files that I share with my clients, partners? No, Accellion will not access your files. What happens with the files that I share that have an expiration date? Are they completely removed from the platform or are they backuped somewhere? They are completely removed from the servers and the platform. If I upload files and documents on the platform, do they also have an expiration date? Yes, all documents you upload on the Share Folder Space have also a 14 days expiration date. I havent logged on to the platform for more than a few months, but I still had documents on the platform, what happens to these documents? Will I be able to retrieve them by creating a new account? By default, all documents you add in the Share Folder Space and all documents you send to third parties, will remain in the platform during 14 days. After that delay, all documents will be removed. I lost my password, how can I reset it? Air Liquide users have access with either their Single Sign-On account and password when connected to Air Liquide Network, or with Okta when working remotely. They have to use the "automatic connection for Air Liquide users". For external user only, they can click on forget password link. Warning: If an incorrect password is used more than 5 times, the external account will get locked, and an email sent. To unlock the account, just click on the forget password link to reset the password. How to create an external account? An Air Liquide user has just to send an email from the place2share interface, or to share a document with an external email address. The external account will be automatically created, and he will have to configure his password during the first connexion. For each connection, the external user will have to confirm his connexion with a one-time passcode automatically sent to his email address. How are managed place2share licences? Each time a new Air Liquide account uses place2share, a licence is automatically invoiced to the entity. The external account is invoiced to the entity of the Air Liquide account which create the external account After 30 days of inactivity for an Air Liquide account, and 14 days of inactivity for an external account, the place2share licence is removed and no more invoiced.
Learn to re-enroll a mobile device in Intelligent Hub
English
luigi.gandolpho@sa.corp.airliquide.com
7513
Chrystele GUEFFIER
OKTA / Mobile Enrollment
Published
2025-09-04 19:43:34
9
myITcorner
NaN
#########
3.13
NaN
NaN
NaN
NaN
28
2025-01-13 13:52:39
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
Re-enroll a device in Intelligent Hub This article allows you re-enroll by yourself your mobile device in case of replacement. Step 1 Go to SSP (Self-Service Portal) Step 2 Click on Add Device Step 3 (Enrollment by email) Select Email, verify your email address then click Save Step 4 An email has been sent to you. Follow the instructions to enroll your device. Step 5 (Enrollment by QR Code) Select QR Code then click Save Step 6 A QR Code has been generated. Step 7 From your mobile device, download and open Intelligent Hub then scan the QR Code as following: Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myIAssistant
Approve or Reject request from your subordinate in Carm
English
luigi.gandolpho@sa.corp.airliquide.com
19
Vincent CAO
Uncategorized
Published
2025-07-29 20:38:35
11
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
31
2025-01-06 14:50:05
#########
NaN
GIO-SEC-CARM-L2
You will be requested to approve, for the collaborator you are registered as CARM Approver particularly in following cases : - The creation of SAP accounts, as well as the modification of SAP access rights - The extension of duration of Windows or SAP accounts - The deletion of Windows or SAP accounts - Onboarding and Offboarding of subcontractors (if you are the CARM Approver of the Requestor) Approve or Reject request from your subordinate 1 - Connect into CARM https://carm.apps.airliquide.com/ 2 - In top menu bar, click on My Tasks to see the different approval tasks waiting for your decision. 3 - then click on the link under column Submission date to see the request in details 4 - Make a decision, enter an explanation, then click on Approve or Reject depending of your decision.
1) Google Meet - Set up 1.1) Before you start Use Google Meet to hold video meetings with people inside your organization. You can join from a computer or mobile device, or from a conference room. Enables up to 500 participants It is possible to invite external users, Google Meet will warn you about this in red. Offers dial-in by phone (using phone numbers + a conference code) Record your meeting (can be noticed and stopped by any participant, stored and shared with all participants in Drive) Friendly interface (simplified and more user oriented) Mobile application (including an overview of next meetings) 1.2) How to Login Google Meet app should be automatically loaded on your Google Apps list. 1.3) Schedule and start a meet 1.3.1) Schedule a video meeting - from Meet 1. Open Gmail. 2. In the Meet section, click "New meeting". 3. To send the meeting invite via link or email, click "Send invite". 3.1.To copy the meeting invite details, click "Copy" meeting invite. 3.2.To send an email invite, click "Share" via email. 4. When you’re ready to join the meeting, click "Join now". 5. Before you join your first meeting, make sure to allow permissions for your Microphone and Camera. Once you grant permission: 5.1.To turn your microphone on or off, click "Microphone" . 5.2.To turn your camera on or off, click "Camera" . 6. To end the call, click "Leave call". Tutorial Video 1.3.2) Schedule a video meeting - from Google Calendar When you create an event on Google Calendar, you can add a video meeting link. You can also add a dial-in number to the Calendar event. Important: Guests can forward the meeting link to other people. If an uninvited person tries to join , a meeting participant from your organization must accept their request. For meetings organized by a personal Google Account, only the meeting creator can admit these participants. 1. In Calendar, create an event. 2. Click "Add guests". 3. Enter the names or email of the people you want to invite. 4. Click "Save". 5. To notify guests, click "Send". Tutorial Video 1.3.3) Join a video meeting - from Meet In Meet, you can select a scheduled event or you can enter a meeting code or nickname. Select a scheduled event 1. In a web browser, enter: https://meet.google.com/. 2. Select the meeting from your list of scheduled events. Only meetings scheduled through Google Calendar appear on Google Meet. 3. Click "Join now". Tip: A chime sounds as the first 5 people join. After that, you receive a silent notification for new participants 1.3.4) Join a video meeting - from a Google Calendar 1. In Google Calendar, click the event you want to join. 2. Click "Join" with Google Meet. 3. In the window that opens, click "Join Now". 1.3.5) Join a video meeting - link URL Sometimes there isn’t enough time to schedule a meeting and book a room. With Meet, you can join an impromptu video meeting by clicking the meeting link URL sent to you in a text or email. 1. Click the meeting link sent to you in a chat message or email. 2. Follow the onscreen prompts to join the meeting. Tip: Only participants on the calendar invite can enter without an explicit request to join meetings. Participants not on the calendar invite must request to join a meeting by “knocking”, which must be accepted by the meeting organizer. 1.3.6) Join a video meeting - Phone dial Important: You can only dial into meetings with a phone if the meeting is organized by a Google Workspace user. Tip: If you try to dial in to a meeting before it starts you might get an error that the PIN is not recognized. You can dial in during the scheduled meeting time using one of the following methods: 1. Enter the phone number that’s in the Google Calendar event or meeting invitation.Then, enter the PIN and #. 2. From the Meet or Calendar app, tap the phone number.The PIN is automatically entered. 1.4) Send chat messages to video meeting participants 1. Join a Meet video call. 2. At the bottom right, click "Chat". 3. Enter a message. 4. Click "Send". Tip: If you share a file in the chat, make sure you give the other participants access to it. 1.5) Present during a video meeting Tip: There can be a maximum of up to 10 simultaneous presentations in a meeting at a time. 1.Join a Meet video call. 2. At the bottom, click "Present now" . 3. Select Your entire screen, A window, or A tab. 3.1.If you present a Chrome tab, it shares that tab's audio by default. 3.2.To present a different tab, select the tab you want to present, click "Share" this tab instead. 4. Click "Share". 5. Optional: To unpin your presentation and view it as a tile, click Unpin . You can now see more participants while you present. Tips: If your camera is turned on, your video is active while you're presenting. For better presentations and to prevent mirroring, share a new window or a specific tab instead of the meeting window. To share your audio, you must select Share a Chrome tab or Share this tab. 1.5.1) To stop presenting during a video meeting 1.In the Meet window, click "Stop Presenting". 2.At the bottom right, click You are presenting Stop presenting. 1.6) Pin a participant To view one specific participant, pin them to your screen. 1.Point to a person’s image click Pin . 2.At the bottom right, click People . 3. Next to a participant’s name, click More actions Pin to screen . 1.7) Mute a participant If there is feedback or background noise in a video call, you may want to mute other participant’s microphones. 1. Point to a person’s image 2. Click "Mute" . 3. At the bottom right, click" People" . 4. Next to a participant's name, click "Mute" . Tip: For privacy reasons, you cannot unmute another person. Ask the participant to unmute their audio. To mute or unmute yourself, click "Mute" . 1.7.1) Mute all participants Important: Host Management must be turned on to Mute all participants. Meeting creators and calendar event owners can mute all participants at the same time. Participants can unmute themselves after they’ve been muted. 1.At the bottom right, click "People" Mute all. 1. 8) Record a video meeting Requirement: have the Google meet record access granted 1.Open Meet. 2. In a video meeting, at the bottom, click Activities RecordingStart recordingStart.If needed, go to Can't find the recording button. 3. Wait for the recording to start.Other participants are notified when the recording starts or stops. 4. Click "Stop recording" when you finish.The recording also stops when everyone leaves the meeting. 5. Click "Stop recording" again to confirm. Important: Record is available only if the creator of the meet have the right to record, but any user of the meet can launch or stop the recording (file will be owned by the meet creator and shared to the participants) _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Gemini For DocsThis guide will help you in the usage of Gemini for Docs and what you can expect in terms of AI interaction within Google Docs _________________________________________________________________________________________________________________________________________________________ Content List: 1) HELP ME WRITE FUNCTION2) CREATE AN IMAGE3) SUMMARIZE DOCUMENT4) LANGUAGES AVAILABLE _________________________________________________________________________________________________________________________________________________________ 1) Help me Write Function In Google Docs, you can generate text through the Help me write button. To access it, right-click on any empty area. Enter your prompt in the prompt area. When your prompt is generated, you can insert it, recreate it, or refine it. You can use pre-made refines or make your own refinement through the custom refine feature. 2) Create an Image In Gemini in Docs, you can create images. To do so, you can go to Insert > Image > Help me create an image. _________________________________________________________________________________________________________________________________________________________ Note: You can also create images through the side panel. 3) Summarize Document In Docs, you will be able to summarize documents and ask questions to Gemini about the document you are working on. To do so, open the side panel, where you will be able to ask Gemini to summarize the document, or you will also be able to ask questions to Gemini about the document. 4) Languages Avaiable Please note that some features may not be available in all workspace languages. Refer to this page to see which languages are supported: https://support.google.com/meet/answer/14925782?hl=en For the full range of features, set your workspace account to English. You can do this by going to https://myaccount.google.com/language and clicking on "Add a language." Select "English/United States" and then click on the upward arrow to make English your default language. _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Gemini For SlidesThis guide will help you in the usage of Gemini for Slides and what you can expect in terms of AI interaction within Google Slides. _________________________________________________________________________________________________________________________________________________________________________________ Content List: 1) GENERATE A SLIDE THROUGH GEMINI2) CREATE AN IMAGE IN SLIDES3) SUMMARIZE A PRESENTATION4) LANGUAGES AVAILABLE _________________________________________________________________________________________________________________________________________________________________________________ 1) Generate a Slide Through Gemini In the side panel, you will be able to ask Gemini to create a slide for you. 2) Create an Image in Slides In Google Slides, you can generate AI-made images. To do so, go to Insert > Image > Help me create an image You can set the style of the image by clicking on Add style. Note: You can also ask Gemini to create an image through the side panel. 3) Summarize a Presentation In Slides, you will be able to generate a summary for your entire slide deck. To do so, ask Gemini your request in the side panel. You will also be able to ask questions to Gemini about the document through this side panel. 4) Languages Avaiable Please note that some features may not be available in all workspace languages. Refer to this page to see which languages are supported: https://support.google.com/meet/answer/14925782?hl=en For the full range of features, set your workspace account to English. You can do this by going to https://myaccount.google.com/language and clicking on "Add a language." Select "English/United States" and then click on the upward arrow to make English your default language. _________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
The objective of the escalation process is to get an update of your ticket and to understand next milestones for the ticket. You can call or chat with the service desk to begin the escalation process for an existing ticket. If the ticket is within the service desk queue then it can be looked into. If the ticket is with another team then Service Desk will provide you the update from the ticket If the ticket needs to be escalated further, then the service desk will relay the information to the related team. Find below some guidelines for ticket escalation Provide the ticket number that you wish to escalate when contacting the service deskAll communication on your ticket will be received via myITcorner notifications & email. You can also check the status/update of your ticket in myITcorner.Escalate tickets when you have not receive update for more then 2 days How to contact the Service Desk? Did you know that you can contact your Service Desk in several different easy channels? Go to myITcorner to order a device, report an issue, or find information on how to use an application.Call the Service Desk. You can find all available phone numbers here.Chat with myITassistant in Google Chat to receive personalized support with a Service Desk Agent in your language preference.Visit Pulse to learn more on our Digital Workplace [Tips & Tricks, Master Series, New Updates, Latest News, and more ] _____________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, com, corp, english, escalation, gandolpho@sa, luigi, matutina-sc, process, rose
NaN
KB0054729
User guide for Gemini application
English
luigi.gandolpho@sa.corp.airliquide.com
504
NaN
Uncategorized
Published
2025-06-24 4:05:59
14
myITcorner
NaN
#########
5.00
NaN
NaN
NaN
NaN
2
2025-06-05 15:08:38
#########
NaN
GIO-EUS-MyItCorner-L2
This guide will help you navigate the Gemini App, your generative AI designed to boost your productivity. Learn how to manage tasks, collaborate with others, and integrate seamlessly with your favorite apps. With this guide, you'll unlock the full potential of Gemini and achieve new levels of efficiency. ____________________________________________________________________________________________________________________________________________________ Content list: 1) ACCESS AND OVERVIEW OF GEMINI APP2) WRITE AN EFFICIENT PROMPT3) HISTORY TAB4) EXTENSION : ACTIVATE GOOGLE WORKSPACES INTERACTIONS5) ANALYZE DOCUMENT THROUGH GEMINI6) GEMS (ONLY AVAILABLE ON GEMINI FOR WORKSPACES PLANS) _________________________________________________________________________________________________________________________________________________________ 1) ACESS AND OVERVIEW OF GEMINI APP Attention: If you are an intern, you will need to complete training through the myHR platform. This training is mandatory to gain access to the platform. To access Gemini App, your standalone chat experience, visit https://gemini.google.com/app. Below is an overview of the application interface and its key features. 2) HOW TO PROMPT a) Interact with Gemini In order to interact with the AI you can enter your prompt in this area. b) Construct a good and efficient prompt To construct a good prompt: Be Concise: Use clear and straightforward language to express your request without unnecessary details.Be Specific: Define the context and objective clearly to guide the response.Focus on One Task: Address only one request at a time to avoid confusion.Use Structure to frame your request (if you have a really precise request) : Include a role, objective, audience, restrictions, and desired output format to frame your prompt effectively. 3) HISTORY TAB The History tab allows you to view and revisit your past conversations for reference or continuation. Therefore if you want to work in the context of a previous conversation you should go into this conversation. (example below). 4) EXTENSION : ACTIVATE GOOGLE WORKSPACES INTERACTIONS In Gemini you can add Extensions, for now the number of available extensions is quite limited but be sure to activate the Workspace Extension to allow Gemini App to interact with your Workspace environment.In order to activate your workspace Extensions, you should go to Settings > Extensions and tick the Google Workspace Extension. This extension will allow Gemini to look for information within your workspace environment. For instance you could ask Gemini to summarize your most important unread emails and Gemini will gather the information from your Gmail. 5) ANALYZE DOCUMENT THROUGH GEMINI In order to add a document for Gemini to base its answer from, you can click on the (+) button at the right of the prompting dedicated space. You can : upload an image from your computer, upload a file from your computer or add a file from your drive. For now supported files are : Plain Text Files: TXTCode Files including C, CPP, PY, JAVA, PHP, SQL and HTMLDocuments: DOC, DOCX, PDF, RTF, DOT, DOTX, HWP, HWPXDocuments created in Google DocsTabular Data Files: CSV, TSVSpreadsheets: XLS, XLSXSpreadsheets created in Google Sheets In the following example, we ask Gemini to analyze Air Liquides H1 2024 Financial report. 6) GEMS (ONLY AVAILABLE ON GEMINI FOR WORKSPACES PLANS) In Google's Gemini, "Gems" are customizable AI assistants that you can create to perform specific tasks or provide tailored responses. You provide instructions and context, Gemini stores your context and the Gem uses Gemini's advanced AI model to fulfill your request, acting like a personalized expert on demand. For instance you can set up a help you review, improve and create code for you. a) Access the gems and create a new Gem ____________________________________________________________________________________________________________________________________________________ _________________________________________________________________________________________________________________________________________________________ b) Interact with an existing Gem You will see your existing gems on the left panel, click on one to start interacting with your gem. _________________________________________________________________________________________________________________________________________________________ _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Gemini For GmailThis guide will help you in the usage of Gemini for Gmail and what you can expect in terms of AI interaction within Gmail. _________________________________________________________________________________________________________________________________________________________ Conent List: 1) PREREQUISITE: TURN ON SMART FEATURES2) CREATE DRAFT OF MAILS : HELP ME WRITE IN GMAIL3) SUMMARIZE A MAIL CONVERSATION4) GATHER INFORMATION FROM YOUR MAIL5) LANGUAGES AVAILABLE _________________________________________________________________________________________________________________________________________________________ 1) Prerequisite: Turn on Smart Features To be able to use Gemini for Gmail you will need to turn on smart features. In order to do so, you should go to https://mail.google.com/mail/u/0/?tab=rm&ogbl#settings/general and activate those two boxes: 2) Create Draft of mails: Help me write in Gmail With Gemini in Gmail, you can create a draft of emails. In order to do so, go into a new mail and type on the help me write button. In the tab that appears you will be able to enter your prompt. If you are satisfied with your prompt, you can insert it. Otherwise, you can click on recreate in order for Gemini to recreate a new prompt. If you are satisfied with your prompt but you just want to change the tone of your message, you can click on refine in order to formalize, elaborate or shorten your draft. 3) Summarize a Mail Conversation Thanks to Gemini you can summarize mail conversations. Just go on a mail conversation and click on the summarize mail button. In some cases if you dont see the summarize button you can make your request into the side panel like 4) Gather Information from your Mail Gemini can gather and summarize information that it found in your mails. For instance I could ask gemini to Gather all the emails about gemini and summarize the information in them. In order to do so, open the side panel and ask your request to Gemini. 5) Languages Avaiable Please note that some features may not be available in all workspace languages. Refer to this page to see which languages are supported: https://support.google.com/meet/answer/14925782?hl=en For the full range of features, set your workspace account to English. You can do this by going to https://myaccount.google.com/language and clicking on "Add a language." Select "English/United States" and then click on the upward arrow to make English your default language. _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Forgotten myCARM account password The first time you log in MyCARM, you should enter your login and intial temporary password sent to you by CARM application when it was created. This temporary password is only activ for 15 days. After changing your password immediately after the first log in, then the next sessions will be automatic (SSO). If you have forgotten your MyCARM password, there are two solutions to regenerate new one. Solution1 - To generate thanks to your colleague's computer You should ask one of your co-workers to launch MyCARM and then disconnect (on the right top of the CARM home-page). Then enter your own login (first_name.last_name) and click (« forgotten password »). You will have to answer 3 of your security questions to be able to access your CARM account and change your password. Solution2 - Call Service Desk or open request using MyITCOrner for Service Desk The Service Desk will generate new Password for you. KBB00100581 App, 1 Password
account, airliquide, ask, ask to change, cao, carm, change, com, corp, end-user, english, forgot, forgotten, gandolpho@sa, guide, luigi, mycarm, not, password, sso, sso not working, vincent, working
NaN
KB0055925
New features avaiable for myITCorner
English
luigi.gandolpho@sa.corp.airliquide.com
36
NaN
Uncategorized
Published
2025-09-01 18:04:09
8
myITcorner
NaN
#########
4.00
NaN
NaN
NaN
NaN
0
2025-09-01 17:57:28
#########
NaN
GIO-EUS-MyItCorner-L2
Topics 1) Get assistance 2) Header notification for approval 3) E-mail to myself 4) My favorites __________________________________________________________________________________________________________________________________________________________________________________ 1) Get assitance As you know, we have an exclusive section to support our end customers in resolving their incidents or making requests. Previously, this section was available in the bottom right part of the portal, but we chose to move it to the top right, due to feedback received from users and also to comply with BTS standards. In this section we have support numbers available according to your region, and also the option to open a ticket directly to the help desk via myAssistant or webticket. To understand how "get support" works, please watch the gif below. __________________________________________________________________________________________________________________________________________________________________________________ 2) Header notification for approval We added this small visual improvement, where a red symbol with a number is available according to your available requests and approvals. It is a simplified form of visualization that can also be viewed in "my active items" Note: The numbers and the red symbol should disappear after the requests are completed. Limit of 99 items. __________________________________________________________________________________________________________________________________________________________________________________ 3) Email to myself You may notice that when you enter an article, there will be a new button called "email to myself" on the top right. When you click on this button, a message will appear informing you that the content of the article will be sent to your email registered with servicenow. If you click "confirm", the platform will automatically send the same content available in the article to your email inbox. Note: Receiving the email may take up to 1 hour. __________________________________________________________________________________________________________________________________________________________________________________ 4) My favorites New functionality available through article access. We have added a new box in place of the old "get assistance" box on the myITCorner main page, to make your favorites available. To add articles, requests or webapps to favorites, simply click on the heart symbol at the top right of these contents. This functionality is also available in the heart symbol at the top right, next to the abbreviation of your name. __________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, assistance, avaiable, com, corp, email, english, features, gandolpho@sa, get, get assistance, luigi, myitcorner, new, new features, notification
NaN
KB0049308
HOW TO CREATE A GOOGLE GROUP
English
luigi.gandolpho@sa.corp.airliquide.com
537
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-29 20:42:35
9
myITcorner
NaN
#########
5.00
NaN
NaN
NaN
NaN
1
2024-12-04 13:57:36
#########
NaN
GIO-SEC-CARM-L2
HOW TO CREATE A GOOGLE GROUP Guidelines on how to create a google group in CARM. Reminder: Every CARM user can request to create a Google group but only AL employee can be owner of a Google Group. Google Group Naming convention: -@ Scope = perimeter of your group Geographic/Entities/BusinessName = usage name of the groupBusiness = business activity (value None can be selected) Step 1 Go to CARM: https://carm.apps.airliquide.com/Carm/ Step 2 Click on My Google groups and folders Step 3 Click Add Google Group Step 4 Search for the owners name, and then choose it Important: By default, your name is placed as owner, but you can change for another user by clicking on search icon on the right of the field. If you are a subcontractor this message will be displayed This person can not own any Kite group to notice that you are not authorized to be owner of a Google Group. Step 5 Fill out the information of the kite group you are creating. Add the members name or email address Step 6 Click Submit Note: Owners of the google group can only add/remove members. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, com, corp, create, english, fernandez-sc, gandolpho@sa, google, group, how, how to, kite, luigi, mariacecelia
NaN
KB0055713
How to connect to loop
English
luigi.gandolpho@sa.corp.airliquide.com
16
NaN
Uncategorized
Published
2025-05-05 14:48:24
6
myITcorner
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#########
NaN
NaN
NaN
NaN
NaN
0
2025-05-05 14:42:09
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NaN
GIO-EUS-MyItCorner-L2
Quick user guide https://docs.google.com/presentation/d/150AyCXJtYH6pBmpt-I9KpNifw-a7H_T1BDSHm8_EAhg/edit#slide=id.gb2b548b66b_0_20 1) How to connect through your computer Step 1 Access the application on your Computer a) Direct link: https://loop.airliquide.com/ b) From pulse: (https://pulse.airliquide.com/redir/208655) Step 2 Click on LOGIN WITH KITE Step 3 Select your Air Liquide account Step 4 Click Allow to trust Loop as safe website 2) How to connect through your Android Phone From Intelligent Hub, open the Hub application Step 1 Search Loop Step 2 Click on INSTALL Step 3 Wait till a pop up appear and click on install again Step 4 If this is the first time you connect to the application, connect to the Air Liquide network (3G/4G with Ivanti or Wifi@MyDevice or Wifi@AL2 for phone with business only profile) Open Loop application Click on Connect with KITE and connect with your Air Liquide account Step 5 Allow access rights requested 3) How to connect through your IOS Phone From Intelligent Hub, open the Hub application Step 1 Search Loop Step 2 Click on INSTALL Step 3 Wait till a pop up appear and click on install again Step 4 If this is the first time you connect to the application, connect to the Air Liquide network (3G/4G with Ivanti or Wifi@MyDevice or Wifi@AL2 for phone with business only profile) Open Loop application Click on Connect with KITE and connect with your Air Liquide account ____________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, com, connect, connection, corp, english, gandolpho@sa, how, how to connect, how to connect to loop, loop, loop connection, luigi, wifi
NaN
KB0017358
Learn to enroll my Business Only iOS mobile device in Intelligent Hub
English
luigi.gandolpho@sa.corp.airliquide.com
1844
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-07-29 19:22:03
8
myITcorner
NaN
#########
5.00
NaN
NaN
NaN
NaN
45
2025-04-25 15:27:49
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NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
This document describes how to enroll a mobile (iPad or Iphone) owned by Air Liquide, to corporate applications (as to have access to your emails, your calendars and your contacts on your mobile phone). Note : All apps will be synchronized after the enrollment. By enrolling the device to the Air Liquide Device Management solution you agree to the terms and conditions mentioned in excerpts below (Full agreement available here after enrollment). Prerequisites A mobile device owned by Air Liquide: iOS mobile phone or tablet (iPhone or iPad from iOS 14). Internet access: cellular connectivity (4G, LTE, etc.) is better (no need to be on site Air Liquide) Step 1 On your computer, go to CARM: Click on My accessClick on Mobile Device AccessUncheck the box Mixed UsageSelect Business Only, choose how many devices you wish to enrollEnter a justification, press Submit (a notification will be sent to your Carm approver). Step 2 Turn on your phone or tablet and select your language and country. Step 3 Click on Set Up Manually. Step 4 Click on Continue or Customize Settings according to your needs Step 5 Choose a Wi-Fi network from the list (this can be a connection share from your mobile phone) and enter the Wi-Fi authentication code. After a few seconds, the remote management notification appears then press Next. NB: the Organization Name is Air Liquide America Corporation - unique for the Group - not only America Step 6 On your computer, open your Air Liquide mailbox and open the email you received from Intelligent Hub. You will see at the end of this email a code. Step 7 Enter the Username and the Password (Username = Password = Token ID) Step 8 Enable Touch ID (optional), enable Location Services (optional). Choose the appearance of your device and click on Continue Step 9 Click on Get Started Step 10 Wait a couple of seconds, a popup will appear, click on Change now. Enter a new 8 Digits Password for your device. Then click on Continue. Step 11 Click on Dismiss Step 12 Apps are automatically Installed (GSuite , Okta, etc..) Step 13 Accept Okta Verify to be managed by your company at installation process. Once installed, open Okta Verify and click on Get Started. Then click on Next and on Add Account. Step 14 Click on Organization Step 15 Click on Skip Step 16 Click on Yes, Ready to Scan. Accept the Access to your camera by clicking on OK. Then scan the QR Code you received above. Step 17 Click on Allow, then Allow again Step 18 Click on Enable to activate the Touch ID Confirmation (optional). Then, click on Done Congratulations, your Business Only device is now connected to Okta Verify! Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
Learn to check my current share folders access permission
English
luigi.gandolpho@sa.corp.airliquide.com
30
Vincent CAO
Uncategorized
Published
2025-07-29 20:38:31
7
myITcorner
NaN
#########
0.00
NaN
NaN
NaN
NaN
4
2025-06-24 21:38:58
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NaN
GIO-SEC-CARM-L2
Display shared folders with access permission in permission Shared Folders access permission are organized by levels: Level1/Level2. For each of them, CARM allows you to manage read and write access separately. How to check my current share folders access permission ? In the screen capture below, you will find how to access to your folders that you have already an Read-only or Read-write access. Log into CARMClick on my AccessThen click on tab Folders. You will see all the folders for which you already have Read-only or Read-write access. TIPS : if you don't need this access anymore, just click on the trash icon for each folder as shown below:
1) Frequently Asked Questions Here are some frequently asked questions from users related to E-Expense software, and the answers. 1.1) How to change the password? User can change the password by following this navigation path: My profile> General > Password > Change password 1.2) Can I amend my claims after I have submitted? No, user cannot amend the claims after it have been submitted. 1.3) Can I change the approvers? Yes, user can change the approver. When submitting the expense request, there is approver option at the ‘Approval History’. User can change by clicking on 1.4) What should I do if I want to add attachments? User cannot add attachments after the claims are submitted unless Approver reject. Please double check prior submitting the claims. 1.5) What should I do if I’m changing my banking details? To update latest banking information via Workday, subsequently SNOW ticket will be generated for MDM to perform banking details update 1.6) Why cannot access the E-expense link? In order to access the link, the employee must use the Air Liquide network by connecting to the Okta Secure. 1.7) To check T&E claim payment status.Send email to -Apac-enquiry-employee for T&E claim payment status 1.8) What should I do if the submitted claim pending from ex-manager approval? User is suggested to re-submit the claim with new claim reference no and select the appropriate approver for claim permission. Forwarding claims are not encouraged due to PDPA. ______________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
BLAC - Customer Teleflow or BRIO levels are not updating to BLAC and telemetry setup is there
English
luigi.gandolpho@sa.corp.airliquide.com
35
Saumya NAIK-SC
Uncategorized
Published
2025-09-22 14:16:07
5
GIO Service Desk
NaN
#########
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BAP - HUB - BLAC/OBC
NaN
NaN
NaN
56
2025-09-17 13:32:02
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NaN
BAP-COE-BLAC-L2
COUNTRY/REGION:GLOBAL ENTITY:Air Liquide TABLE OF CONTENT : SymptomsPossible causesBefore Your StartStepsLogging CategorizationArticle TypeTeam SYMPTOMS: Customer tank levels from the Teleflow or BRIO systems are not updating in the BLAC (Bulk Logistics & Customer Service) system, even though the telemetry option appears to be enabled. POSSIBLE CAUSES: This issue can occur if there is a mismatch in the configuration settings between the telemetry device (or SAS interface) and the BLAC system. This may be due to an incorrect Sitename or variable name, or a discrepancy in the Unit of Measurement (UOM) settings. BEFORE YOUR START: Before proceeding, you must identify the Sitename and variable name associated with the installation you are troubleshooting. STEPS: To resolve this issue, you must coordinate with the local Teleflow technical team by following the steps below: Contact your local Teleflow technical team.Request that they cross-check the BLAC installation's Sitename and variable name to confirm they are correctly updated on the telemetry device or its SAS interface settings.Ask them also to verify that the BLAC installation's Gauge UOM (Unit of Measurement) setting and the variable name match the Gauge UOM Prefix. The image below shows the interface where the Gauge UOM Prefix settings are configured. Figure 1: Gauge UOM Prefix configuration screen in BLAC. LOGGING CATEGORIZATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Category: Incident Subcategory: Data Integrity Assignment group (if not L1): Teleflow Technical Team ARTICLE TYPE: Process TEAM: L1
PREREQUISITES - Windows user _________________________________________________________________________________________________________________________________________________________________________________ 1) How to identify? When you open an application that requires audio output, a message will appear that the microphone is muted by the system. In the example below, we can see this error when entering Google meet. 2) How to resolve this error? Step 1: Click on the sound button on your windows bar Step 2: Click on "Open Sound Settings" Step 3: Use the sidebar to reach the bottom of the page. Click on "Sound Control Panel" Step 4: Click on "Recording" tab Step 5: Select the device that has a green check next to it. Step 6: After select the device that has a green check, right-click your mouse and select "Properties" option. Step 7: Click on "Levels" tab. Step 8: In the microphone array option, you will be able to see a sound symbol with a prohibited symbol. Select the sound icon, and it will be unmuted. _________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, com, corp, english, gandolpho-sc, gandolpho@sa, luigi, microphone, microphone error, microphone muted, microphone muted by system, muted, system
NaN
KB0054077
TARDIS issue user connect access
English
luigi.gandolpho@sa.corp.airliquide.com
13
NaN
Uncategorized
Published
2025-08-21 8:32:43
5
IT Knowledge
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NaN
NaN
NaN
NaN
NaN
0
2025-07-22 23:48:07
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ADHOC1148398
ALEHOS - INFRASTRUCTURE
2024-12-16 11:32:23 - Arnaud LE COZ Additional comments Resolution notes:Bonjour,L'accès à Tardis n'a pas été conservé.L'accès à Livia est maintenu. Si le raccourci n'a pas été mis à jour automatiquement sur votre bureau, vous pouvez le retrouver ici https://drive.google.com/drive/folders/1w2OYZMq1WJloj25CN-xNYeNAXVLhbzY3?usp=sharing, ainsi que la communication liée à ce changement.Cdlt 2024-12-16 08:47:13 - Nassim CHEBLI-SC Additional comments Requested forNour El Houda BADAOUICall back number+33442901001SourcePhoneConfiguration itemBusiness ServiceUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionuser is calling regarding an access issue on her software TARDIS
Learn to enroll your mixed-usage iOS mobile device in Intelligent Hub
English
luigi.gandolpho@sa.corp.airliquide.com
9912
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-06-12 15:16:56
8
myITcorner
NaN
#########
3.44
NaN
NaN
NaN
NaN
132
2025-02-24 14:36:52
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
This document describes how to connect your mobile device (tablet or smartphone) to corporate applications such as Kite (as to have access to your emails, your calendars and your contacts on your mobile phone). Note: All apps will be synchronized after the enrollment. By enrolling the device to the Air Liquide Device Management solution you agree to the terms and conditions mentioned in excerpts below: (Full agreement available here after enrollment) Prerequisites Your iOS mobile device (iPhone or iPad) - from iOS 15. If you dont know how to verify your mobiles version, click here.Access to internet: cellular connectivity (4G, LTE, etc.) is preferred (no need to be on an Air Liquide site)A personal iTunes/iCloud account connected to your device Step 1 On your computer, go to CARM: Click on My accessClick on Mobile Device AccessChoose Mixed Usage and how many devices you wish to enrollEnter a justification, press Submit (a notification will be sent to your Carm approver).You will receive an email with a QR code to scan later Step 2 With your mobile, open your Apple Store. Type Intelligent Hub in the search box on the top right corner, then click on Install. After installed, click in Open Step 3 You do not need to fill in your email address. Click on the QR code. Step 4 Press Allow. This action will automatically open the QR code flash system on your mobile and does not require any other action. (If you don't have the QR Code, access here to learn how to generate a new QR Code). Step 5 On your computer, open the mail you received from Intelligent Hub on your Air Liquide mailbox (Case you choose E-mail when generated a new QR Code by SSP) Scan the QR CODE sent to your e-mail. Step 6 Click in Continue to progress with the enrollment process. Step 7 Tap to Download Profile and select Allow (To able Intelligent hub send notifications for you). Step 8 Click on Allow and then Close. Step 9 Click on the option Tap here when download finishes to progress with enrollment. Step 10 Tap on Install Profile and select open the settings app. Step 11 In settings, select the option Profile Downloaded. Step 12 Click Install. Step 13 Insert the passcode of your device and click in Install. Step 14 Click in Install and select Trust. Step 15 After installed the profile, back to intelligent hub application and click in Take me to Hub. Step 16 In Hub Application, tap Skip. Step 17 Press I Understand, then I Agree. Step 18 Done, your device was enrolled with success. Step 19 After you enroll your device, you will receive a pop-up asking you to install the app "Pulse by Air Liquide", tap Install Step 20 Case you don't have the application Okta Verify installed, will appears a pop-up asking you to install, click in Install, case you already have the application installed in your device, tap Manage. Step 21 When asked you about management of the app "Intelligent Hub", tap in Manage. Step 22 If your device does not have a password that meets our security requirements, you will be prompted to change your device password. After you change the password of your device, you finished the enrollment process and now, you are able to use our corporate resources in your device. If you need any help to set up the Okta Verify application please follow all the steps of this KB: Okta - How do I set up the Okta Verify mobile application? Activate your professional mailbox On your iPhone or iPad, open the Gmail app .At the top right, tap your profile picture.Tap Add another account. Set up email , select - Google Add the professional email and authanticate with OKTA Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
1) How to Change your keyboard language in Windows PREREQUISITES - Windows user ____________________________________________________________________________________________________________________________________________________ Section 1 Step 1: In your Windows taskbar, type "edit language and keyboard options" Step 2: Select the option that will appear with the same name Step 3: On the screen that will open, click on the keyboard option Step 4: On the screen that will open, click on the arrow to the right of the description of the selected language. Step 5: In the list that will open, search for the desired language. After selecting the language, it will be automatically saved. You can close the current window. You may need to restart your computer for the update to be applied. If you don't find the language you want, go to the next section. ________________________________________________________________________________________________________________________________________________________ Section 2 Step 1: Go back to the main language screen and click on "windows display" Step 2: On the screen that will open, go to the "preferred language" section and click on "add a language" Step 3: Write the language of the region you want and then select Step 4: Click on the "next" button Step 5: Select the "install language pack" option Step 6: Click on the "install" button Wait for the installation to complete Step 7: Go back to section 1 and perform the steps again. Attention! If you encounter an error 0x80072f8f or any other when you try to install additional languages please make sure to sign in to Zscaler ____________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
1) What is Phishing? Phishing is the first vector of cyberattacks. Phishing is the practice of sending fraudulent communications that appear to come from a legitimate and reputable source (institution, companies, individual.you know..) to induce individuals to click on a link or attached mail, scan a QR code or simply answer a few questions. The final aim being to collect sensitive data such as personally identifiable information, banking and credit card details, credentials (login & passwords), confidential information or to launch a cyber attack (by installing a malware) . It often results in identity theft, financial loss and unavailability of IT systems. You can also consult here, for more information. 2) Common Features of Phishing Emails Check the sender: I don't know, I don't click. (fulladdress@y.zzz) Check the content: Be vigilant when it calls to your emotions (curiosity, urgency, fear, greed...)Be aware of links and attachments: by using your mouse to display the address of the link (a link may not be all it appears to be. Hovering over a link shows you the actual URL where you will be directed upon clicking on it). 3) How to report a phishing e-mail? 1) Open the fraudulent e-mail. 2) Click on the three vertical dots. 3) Select the option "Report phishing". 4) If you have clicked? Send an e-mail to phishing@airliquide.com, informing the situation. Not able to use your computer? Call your helpdesk(please record in advance your help desk emergency phone number in your smartphone). ____________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
How to send an email using a shared mailbox in Google
English
luigi.gandolpho@sa.corp.airliquide.com
422
Olivier PIRZ
Uncategorized
Published
2025-08-05 16:00:23
16
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-08-04 15:27:04
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NaN
GIO-EUS-SD-EUROPE-L1
How to send an email using a shared mailbox in Google This article describes the steps to follow when needed to send an email using a shared mailbox in Google Prerequisite You must be a member of the shared mailbox and add it to your Google account. - Open the settings - Go to Accounts > Add another email address A pop up window will open > enter the mailbox address in the field requested Step 1 Open your mail and click in compose new mail: Step 2 Click in the arrow that shows next to your email address. Step 3 Select the Shared mailbox that you need to use. Add the recipients and send your message. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
1) Dashboard In the image below, we can see the expense filters that can be made by the approver. ____________________________________________________________________________________________________________________________________________________ 2) Approving/Rejecting/Forwarding expenses request Below you will see step-by-step instructions on how to perform an approval update. Step 1: Go to Mytask tab Step 2: Select the status open and double click on the expense request Step 3: Approver have the option to approve, reject or forward the claim ??Important: If a next approver is required, follow the next step. Otherwise, this is the last step. Step 4: If the next approver is necessary: Select Next Approver Click and the approver search will pop up ____________________________________________________________________________________________________________________________________________________ 3) Appointing a proxy approver This function allows the approver to assign the claims to other authorised person to approve on behalf.This will avoids any claims pending for action shall the approver is not available. Step 1: Go to My Profile Tab Step 2: Fill in the necessary information, as shown in the image below:____________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
It is possible to rename several Kite/Google Groups For that you need : 1 - to prepare a GoogleSheet file with 4 columns Old Name, New Name, Old Email Address, New Email Address The new Email Address & Name need to fit CARM Naming Convention To consult the Naming Convention, follow this Tutorial. 2 - Once your file ready, contact your Local IT Manager, he needs to create an Open Demand to be Analyzed by CARM Team before Renaming and reconfigure MyCARM request form for future Google groups creation. _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
airliquide, cao, carm, com, corp, english, gandolpho@sa, google, groups, kite, lot, luigi, massively, of groups, rename, renaming, several, vincent
NaN
KB0054732
Learn how to use Gemini for Meet
English
luigi.gandolpho@sa.corp.airliquide.com
28
NaN
Uncategorized
Published
2025-09-28 16:22:40
13
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-02-24 22:12:07
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NaN
GIO-EUS-MyItCorner-L2
Gemini For Meet This guide will help you in the usage of Gemini for Meet and what you can expect in terms of AI interaction within Google Meet. _________________________________________________________________________________________________________________________________________________________________________________ Content List: 1) IMPROVE YOUR VIDEO CONDITIONS 2) CREATE REPORTS OF YOUR MEET 3) CREATE TRANSCRIPT ONLY IN MEET 4) LANGUAGES AVAILABLE 1) Improve your Video Conditions Gemini for Meet uses AI technology to enhance your video quality during calls. To access this feature, click on the camera icon and select "Apply visual effect." Then, navigate to the "Appearance" tab, where you'll find three options: Adjust video lighting: This option improves your visibility when you have a bright background. Studio look: This option sharpens your features for better clarity. Portrait Touch-up: This option smoothens your appearance, giving you a polished look. 2) Create Reports of your meet Gemini for Meet allows you to generate AI-powered reports of your meetings. To create a report, click on the Gemini icon and select "Start taking notes with Gemini." The report will be saved to the meeting owner's Drive and shared with all participants. It will also be linked to the calendar invitation. If you want a transcript of the meeting with timestamps, check the box that says "Also transcribe the meeting." 3) Create Transcript only in Meet Gemini for Meet also enables you to create transcripts of your meetings. To create a transcript, go to "Activities" > "Transcript" > "Start transcription." The transcript will be stored in the meeting owner's Drive. 4) Languages Avaiable Please note that some features may not be available in all workspace languages. Refer to this page to see which languages are supported: https://support.google.com/meet/answer/14925782?hl=en For the full range of features, set your workspace account to English. You can do this by going to https://myaccount.google.com/language and clicking on "Add a language." Select "English/United States" and then click on the upward arrow to make English your default language. _________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
FAQ - Google Chat MyAssistant to contact Service Desk
English
luigi.gandolpho@sa.corp.airliquide.com
96
Derick ANJOS-SC
Uncategorized
Published
2025-07-29 15:58:36
29
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
15
2024-10-11 15:34:28
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NaN
GIO-PCI-ITSM-Global Process Manager
Whats Google Chat MyAssistant? Google Chat MyAssistant is a new chat channel enabled from Apr 2021 that allows you to contact Service Desk via chat easily and at your convenience. What is auto-translation in the chat? The chat service is connected to Microsoft Translator which performs real time translation, this means there is more availability at the Service Desk to respond your query and less time spent waiting in a queue. This also means that some conversations might not flow as smoothly as they would if everyone was conversing in their native language. Some tips include: Putting acronyms inside speech marks Keeping sentences short and to the pointSwitching to English language if you are not sure What are the things that I need to be aware when chatting with Service Desk? Certain features in Google chat do not work on Service Desk side, please do not use them: Formatting such as colour, underlying, bullets & numberingEmojisGIFsReactions such as thumbs up, thumbs down and smileysEdit an existing text already sent (Service Desk will not receive the modified message)Deleting messages (the message will not be deleted for Service Desk)Pinning messages (it will not display for Service Desk)Send attachments (Service Desk will not receive attachments, they should be added to the ticket or sent via another method)Send Large URLs (they should be added to the ticket or sent via another method System limitation: Text over 1000 character will not send best practice is to use small concise paragraphs, grammatically as correct as possible (spell check available in the chat window to ensure a higher quality translation) Step 1 Open Google Chat Step 2 Search MyAssistant Note : you can pin it to your chat bar so you dont need to search for it next time Step 3 Start a conversation with Service Desk Step 4 Select the language you prefer and start to chat Note: please be aware that your chat could be translated when theres no available agent speaking the selected language. In this case, youll get a message when the auto-translation starts. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with MyAssistant
1) Account Creation 1.1) Check your CARM account Your account cannot be created if the following information is missing: Workday IDCost centre with a 4-value structureHierarchical manager (who must have an approval limit for your entity) 1.2) Account Creation Access your CARM account. click on "+" Select CONCUR. 1.2.1) Data Retrieved Your Carm data are retrieved: Login ID and email addressFirst and last namesCost centerManager 1.2.2) Standard Rights Select the options bellow: Travel profileExpense profileApproval profile (For managers) 1.2.3) For Managers - Approval Limits Chose from the dropdown list the entity and the approval limit. The currency derives directly from the entity country. Up to 3 lines can be input at a time and more lines can be added when modifying the accounts. An approval flows will be sent to the different entities for amount validation. Click on submit to end the creation process. NB: Your account will be fully created a couple of days after last approval. 🔶Important: Only use numeric characters. 1.2.4) Specific Roles Specific roles can only be applied when the account already exists. Click on request a specific role. Select the role(s). The role will be added manually by the Concur admin. __________________________________________________________________________________________________________________________________________________________________________________ 2) Account Modification 2.1) Check your account information Acess your CARM account. Click on access tab. Select Concur. 2.2) Account Modification Your current settings are displayed: Login ID and email addressFirst and last namesCost centerManagerTravel profileExpense profileApproval limits for managers 2.2.1) Account Modification - Names Given and Last names can be changed to match your passport information 2.2.2) Account Modification - Cost Center Cost centers are retrieved from Carm, the field is compulsory and cannot be left blank Cost centers can be changed in the user profile, a check is done for its existence in the different ERPs (for Expense only) 2.2.3) Account Modification - User transfer to another affiliate Your Concur account will be automatically transferred to your new entity if this entity is registered in the Concur instance. If your new entity is E&C or is located outside of Europe, your account will be deactivated. If you need a manager role, check: 1.2.2) Standard Rights 1.2.3) For Managers - Approval Limits 🔶Important: Check if your new cost center is correct If you are relocated to an affiliate that does not use Concur expense, please make sure you do not have pending reports with your previous entity before requesting the relocation. ________________________________________________________________________________________________________________________________________________________ 3) Account deactivation 3.1) Delete Concur account Acess your CARM Account. Select access tab. Click on Concur Square. Click on the three dots. Select delete. 🔶Important: Concur accounts will be automatically deactivated 30 days after the windows account deletion request. _________________________________________________________________________________________________________________________________________________________ 4) Issue 4.1) Standard options blocked If the approver does not have a Concur account, the account cannot be created, the travel and expense profile buttons are greyed out. Request the creation of the managers account before requesting the account. (check: 1) Account Creation) 🔶Important: Make sure that your cost center is correctly set up in CARM. _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant Info: If you have trouble viewing this document please click here
PREREQUISTES -Concur access -Mobile Enrolled on Inteligent Hub -Okta veriify ativated ____________________________________________________________________________________________________________________________________________________ 1) Set the pin to access Concur app on your cell phone Step 1: Open Concur on your computer Step 2: Select the "Profile" tab Step 3: In the "other settings" section select "Mobile registration" Step 4: Do not click "Get started" button. Leave the field e-mail address empty. Step 5: Go to the "review your sign-in details" section and create a pin. The pin should follow this rules: At least 1 capital letter At least 1 lower case letter At least 1 digit number At least 1 special character Step 6: Click on "Set Pin" The pin will be used to access the concur app on your cell phone ____________________________________________________________________________________________________________________________________________________ 2) Install and access Concur app on your cellphone Before starting this procedure, remember that your cell phone must be enrolled and with Okta verify activated. If your cell phone is not enrolled, please follow this article, and then return to continue. Step 1: Select the work tab on your cellphone. Step 2: Open your app store. Step 3: Search for "Concur" and click install. Step 4: After the download is complete, go to your work tab and open the concur app. Step 5: To log in, use:Email: your Airliquide corporate emailPin: What was defined in section 1 of this article. ____________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Place2Share is a collaboration platform that can be used by Air Liquide collaborators to share document with external users who are not able to use Google Suite. As a reminder, you can find below, the available tools to share data with external users. External parties equiped with a business Google account (Decathlon, Veolia, Solvay...) External parties not equipped with a business Google account (Reminder: personal Gmail account usage is forbidden) PublicInternalConfidential Restricted Information Google Drive, Shared Drive Google Chat When external counterparts are OK to collaborate with Google tools. Google Drive, Shared Drive using visitor sharing feature When external counterparts are NOT OK to collaborate with Google tools. Place2Share (💡Learn more here) Confidential Secret Information(some healthcare related use cases, aeronautics, spatial, military ). Digital Guard is MANDATORY Confidential Information Protection Procedure DS_GP02 First steps Sign in for Air Liquide collaborators: Go to https://place2share.airliquide.com, and just click on "Automatic connection" link as shown below: Please dont try to enter your email address and password, just click on the blue link as shown on this screen. Sign in for external collaborators: An external collaborator will be allowed to connect only if an Air Liquide user shares a document with him or send an email. He will have to create an account and password during the first connexion. To connect to place2share, he will have to put his email address and password, a one time passcode will be sent to his email address to verify his identity. Sign out To sign out, click on the top right corner button, then Sign out: Getting started Create folders On this platform, you can store your files in secure folders which you can share with external users. To create a folder from an existing folder on your desktop, select All Files, click on Upload, then Upload a folder: To create a new folder and choose the files you wish to add in it from different locations on your computer, select All files, then click on My folder represented by a yellow icon, Click on New, then on Folder, give a name to your folder and click on Save Once created, your folder will be accessible from My Folder (yellow icon): Please note external users cannot create folders on their own, but the can add new files and folders in a folder that you own. Upload files to folders You can upload files securely to folders from your desktop by opening your folder and clicking on Upload files: Share folders Once youve uploaded files to folders, you can share the folders to collaborate with other users: Open the folder you want to share, and then in the Members pane, click Invite.After sending the invitation, you can use the Members pane to change the role of a specific user as shown below: Please note that by default, documents will be stored for a period of 14 days. Send files You can securely send files to external users from your place2share folders and your desktop. Instead of attaching the files to your message, the files are uploaded to your place2share server and links to download the files are sent to file recipients. When the download links expire, the files are no longer accessible. Create an email signature In the Settings, click on Preferences, enter your signature and click on the blue button Submit: Let's collaborate Format and type of documents You can share all types of files (Microsoft documents, photos, videos, pdf) with both Air Liquide collaborators and external collaborators (non Google users) on this platform. A few examples of files that can be shared through the platform: Contracts, Financial statements, Offer letters with compensation information, Product roadmaps. Only public, internal and confidential restricted information can be shared on this platform. Sharing confidential secret information on place2share is strictly FORBIDDEN. Employees for whom the use of the platform is recommended Place2share is useful if: You need to share large volumes of files with external users who do not use Google Suite.The files shared do not need to be accessed after a period of 14 days. Note: if you do not match those two criteria, please do not use place2share. Manage versioning If you share a Microsoft document with a collaborator, he can download it (see section Shared Folders - roles), edit it and send it back to you in a new version through the secure platform. Create and edit tasks You can create and assign file-related tasks to folder members. For example, you can create a task requesting that a folder member review and edit a file by a specific date. When you assign tasks to folder members, they receive email notifications describing their task assignments, along with secure links for accessing the associated files in place2share. You also receive copies of the email notifications. Add comments to files There are several ways you can comment on files, but the fastest way is to select the file, and then in the right pane, click Comments. Type your comment, and then click Post. Help section Reset password External users who try to connect to place2share but forgot their password, can click on Forgot password: They will then receive on their email address a link to reset their password.
How to enable the microphone and camera on Google Meet/Hangout
English
luigi.gandolpho@sa.corp.airliquide.com
130
Guilaine PESTIE
Uncategorized
Published
2025-07-29 15:58:30
7
myITcorner
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5.00
NaN
NaN
NaN
NaN
59
2025-05-12 20:52:07
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NaN
BSE-AppsSupport-L1
There is a bug that blocks the activation of the camera or microphone on Google Meet. this can be resolved by manually authorizing the camera and microphone on the Meet page. To do so, click on the lock symbol beside the site URL on the top left and select "Website Settings" The window bellow will open In the Permissions list, select "Allow" for the microphone and the camera After that, refresh the google meet page and you can enable the microphone or camera. __________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
With Chat, you can meet and brainstorm ideas with your team in Google Spaces. Chat with your different collaborators, share files and other resources, and work together on several team projects. 1) Before you create a space, here are few things you need to know ?? If you want people outside your organization to join: If you allow external people, they need a Google Workspace account with another organization. ?? When you use Google Spaces, the creator automatically becomes the Space Manager who can: Remove and add participants.Assign or remove a Space Manager.Delete a space and messages.Edit the space description.Update space access from Restricted to discoverable. 2) Create a Space from your Chat or Gmail interface Enter a space name of your choice??You can add an emoji by clicking on "Choose an emoji". If you don't select an emoji, a default avatar is usedEnter names or email addresses of people and groups you want to add. You can also select from suggestions.Choose an access level for your organization, either Restricted or All of your organization. Restricted: Only directly added and invited users have access to the space. This is the default option.All of your organization: All members in your organization have access to the space and can join if they have the spaces link. Your space will be a "discoverable space". To do so, choose All of your organization. To allow external people to join the space, select "Allow people outside your organization to join".??You cant change this setting.Once everything is done, click on "Create". 3) Delete a Google Space Go to Google Chat or your Gmail inerface.Open the space that you want to delete.At the top, click on the space name and select "Delete this space". ? Some important informations are to take into consideration before deleting a Google Space: 🔺You can only delete a space if you have the Space Manager role.🔺When you delete a space, all messages and tasks in the space are deleted. Permissions on Drive files are removed, but the file isnt deleted.🔺Once a space is deleted, you cant recover it. _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, com, corp, create, creation, delete, deletion, english, gandolpho@sa, google, google space, how, luigi, mayangha, myriam, space
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KB0054730
Learn How to use Gemini for Sheets
English
luigi.gandolpho@sa.corp.airliquide.com
24
NaN
Uncategorized
Published
2025-02-24 22:06:13
9
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-02-24 21:32:57
#########
NaN
GIO-EUS-MyItCorner-L2
Gemini for sheets This guide will help you in the usage of Gemini for Sheets and what you can expect in terms of AI interaction within Google Sheets. _________________________________________________________________________________________________________________________________________________________________________________ Content List: 1) GENERATE A TABLE2) CREATE A GRAPH3) CREATE A FORMULA 4) LANGUAGES AVAILABLE _________________________________________________________________________________________________________________________________________________________________________________ 1) Generate a Table In Gemini For Sheets, you will be able to generate a table directly from the side panel. To insert the table click on Insert. _________________________________________________________________________________________________________________________________________________________________________________ 2) Create a Graph In Gemini For Sheets, you will be able to generate graphs directly from the side panel. Gemini will base its information on the data you are working on. To insert the graph click on Insert. _________________________________________________________________________________________________________________________________________________________________________________ Note: When you generate graphs in Gemini, those graphs are considered images; therefore, you cannot edit them. (Last updated 12/11/2024) 3) Create a Formula In Gemini For Sheets, you will be able to create formulas directly from the side panel. To insert the table click on Insert. 4) Languages Avaiable Please note that some features may not be available in all workspace languages. Refer to this page to see which languages are supported: https://support.google.com/meet/answer/14925782?hl=en For the full range of features, set your workspace account to English. You can do this by going to https://myaccount.google.com/language and clicking on "Add a language." Select "English/United States" and then click on the upward arrow to make English your default language. _________________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Explore Now Mobile, the app that simplifies your IT and service requests
English
lynda.boukrif@eu.corp.airliquide.com
64
NaN
Uncategorized
Published
2025-01-21 17:36:29
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
1
2025-01-21 17:32:22
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
How to access Now mobile on your mobile device ? Before you start using the application in your mobile , its important to set up your device. This step will give you access to Now Mobile and other Air liquide applications. Request your access, this step enables the use of intelligent Hub, a mobile device management tool that secures access to Air liquides professional tools and applications.Install Intelligent Hub on your mobile device. Once configured, youll have access to KITE and Air liquide's application portal. Which allows you to securely use Now Mobile App Follow detailed steps available in these links : Access for IOS: Learn to enroll your mixed-usage iOS mobile device in Intelligent HubAccess for Android: Learn to enroll your Mixed Usage Android mobile device in Intelligent Hub What is Now Mobile ? The Now Mobile application is designed to help employees manage their day-to-day tasks, efficiently. It's an easy-to-use app that streamlines IT and service requests, approvals, and provides quick access to essential resources. Users can open IT tickets, track the status of their requests, browse and order services from various catalogs like MyFinance, MyHR, and MyIT Corner, and get help by accessing informative articles. The app also allows users to manage approvals, receive notifications about request updates, and make appointments or contact IT Service Desk for further support. Key Benefits of using Now Mobile :
airliquide, app, boukrif@eu, com, corp, english, explore, lynda, mobile, myitcorner, myitcorner on phone, myitcorner on smartphone, now, now mobile, phone, requests, service, simplifies, smartphone, software, your
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KB0011144
Request fulfillment User guide: Specific for BIS Europe
English
lynda.boukrif@eu.corp.airliquide.com
3
Valerie RAMANANTSOA
Uncategorized
Published
2025-07-28 23:06:22
5
IT Knowledge
NaN
#########
4.00
NaN
NaN
NaN
NaN
2
2025-02-14 15:29:44
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NaN
BEU-APIX-Local process managers
How to address and fulfill a Request? Self-service request you are ordering is an item (RITM) in your cart (REQ)Cart default approver is the "requested by" manager User Guide
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Unable to access the WILLIE MOC application managed by MAXIMO. In Willie Moc: list view - MOC number has empty the "current agent" field STEPS: When unable to access WILLIE MOC : In list view "MOC - interviene" in Willie Moc application - MOC number 38623 has empty the "current agent" field, but when user goes into the MOC 38623 - in the 1. vorstel tab the name is wrongly vvim lamberts, should be Coen Vanputten and should be also visible in the main page of MOC list view Create ticket with the below categorization and send it to the team LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: One Maximo MOC - PROD Situation: Application not accessible [Incident] Assignment group (if not L1): ALZ-EU-GCS-Production Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
1 vorstel tab, access, agent, airliquide, any, arnaud, boukrif@eu, com, corp, current, current agent field, english, field, functional, goutagneux, interviene, lynda, maximo, moc, moc interviene, moc number, number, tab, vorstel, willie, willie moc
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KB0011036
Which Roles to require in CARM BIS Europe Team member for MMS uses
English
lynda.boukrif@eu.corp.airliquide.com
21
Valerie RAMANANTSOA
Uncategorized
Published
2025-08-11 14:52:20
8
IT Knowledge
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NaN
NaN
NaN
NaN
NaN
10
2025-02-14 10:26:55
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NaN
BEU-APIX-Local process managers
MMS Role Mapping for BIS Europe Table of content: IntroductionPurpose of the article PrerequisitesProcess step by step Introduction This article is for users who need to request or understand the specific system roles within the MyIT Corner (MMS) platform for BIS Europe. You would use this guide if you are unsure which CARM role corresponds to a specific job function and the resulting permissions in MMS. Purpose of the article The purpose of this document is to provide a clear and official mapping of BIS Europe job titles to their corresponding CARM (Central Access Request Management) and MMS (MyIT Corner) roles. This ensures that users receive the correct access rights required for their professional duties, standardizes the request process, and maintains security and operational efficiency. Prerequisites Before proceeding, ensure the following conditions are met: The user for whom access is being requested must have a valid Air Liquide email address.You must have access to the CARM tool to submit the request.You should be familiar with the standard access request procedure in CARM, as detailed in the knowledge article KB0011951 - How to request an access in CARM. Process step by step Follow these steps to identify and request the correct MMS role. Step 1: Understand the general rules for MMS access Please take note of the following general remarks: All users with an Air Liquide email address defined in CARM will automatically have basic end-user access to MyIT Corner.All users assigned any MMS role have the right to create their own reports and run existing reports.If you need to handle incidents, the Basic ITSM activities CARM role is required.If an end-user needs to provide support via the "get your support" feature, the Access as Helpdesk Agent CARM role is required. Step 2: Use the mapping table to find the correct role In the table below, locate the user's "Job" title in the first column. The corresponding "CARM Role" to select and the technical "MMS Role" granted are listed in the same row. Note this information for your request in CARM. JobCARM RoleDescriptionMMS Role*Department directorDemand ManagerCreate, read and update demands - Screen, assess and ask for next stages and close - Create and update templatesDEMAND_COORDINATOR_IT_ROLEService managerIncident CoordinatorGive accesses to Intake, Incident and Services as Service Desk ManagerSERVICE_DESK_MANAGER_ROLEService DeskAccess Incidents, Requests, Change and ServicesSUPPORT _GROUP_MANAGER_ROLEDemand ManagerCreate, read and update demands - Screen, assess and ask for next stages and close - Create and update templatesDEMAND_COORDINATOR_IT_ROLEApplication ExpertService DeskCreate Intake and Incident recordsSERVICE_DESK_TECHNICIAN_ROLEBasic ITSM activities & Change CoordinatorRead, create, update records for Incident, Problem, Change, Request and Intake - Read records for CMDB and AssetSUPPORT _GROUP_ROLECHANGE_COORDINATOR_ROLEDemand ManagerCreate, read and update demands - Screen, assess and ask for next stages and close - Create and update templatesDEMAND_COORDINATOR_IT_ROLEFunctional ArchitectDemand ManagerCreate, read and update demands - Screen, assess and ask for next stages and close - Create and update templatesDEMAND_COORDINATOR_IT_ROLETechnological ArchitectDemand ManagerCreate, read and update demands - Screen, assess and ask for next stages and close - Create and update templatesDEMAND_COORDINATOR_IT_ROLEProject managerDemand ManagerCreate, read and update demands - Screen, assess and ask for next stages and close - Create and update templatesDEMAND_COORDINATOR_IT_ROLEBusiness ArchitectDemand ManagerCreate, read and update demands - Screen, assess and ask for next stages and close - Create and update templatesDEMAND_COORDINATOR_IT_ROLEBusiness PartnerDemand ManagerCreate, read and update demands - Screen, assess and ask for next stages and close - Create and update templatesDEMAND_COORDINATOR_IT_ROLEManage Location contactUpdate location contactLOCATION_CONTACT_ROLEOtherDemand ManagerCreate, read and update demands - Screen, assess and ask for next stages and close - Create and update templates DEMAND_COORDINATOR_IT_ROLE Step 3: Request the role in CARM Once you have identified the correct role from the table, proceed to the CARM portal. Follow the instructions outlined in knowledge article KB0011951 to submit your request using the role information you have just found. Contact: If the information you require is not available in this article, please let us know your needs by leaving a comment below.
Explore Now Agent, the app that simplifies your daily IT tasks
English
lynda.boukrif@eu.corp.airliquide.com
50
NaN
Uncategorized
Published
2025-01-23 16:05:28
4
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
0
2025-01-23 16:05:11
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GIO-EUS-SD-GLOBAL-SDA
How to access Now agent on your mobile device ? Before you start using the application in your mobile , its important to set up your device. This step will give you access to Now Agent and other Air liquide applications. Request your access, this step enables the use of intelligent Hub, a mobile device management tool that secures access to Air liquides professional tools and applications. Install Intelligent Hub on your mobile device. Once configured, youll have access to KITE and Air liquide's application portal. Which allows you to securely use Now Agent App Follow detailed steps available in these links : Access for IOS: Learn to enroll your mixed-usage iOS mobile device in Intelligent HubAccess for Android: Learn to enroll your Mixed Usage Android mobile device in Intelligent Hub What is Now Agent Now Agent is a tool within ServiceNow that allows you to manage and track incidents, change requests, and tasks, making it easier to handle them through the mobile app. It allows you to: Follow your incidents in real time, including active P1 incidents, and group-specific assignments, ensuring a clear overview of ongoing issuesAccess and manage major changes with a dedicated calendar, and handle tasks assigned to you, you group, or awaiting assignmentSimplify the management of catalog tasks with clear views of those assigned to you or pending assignment, supporting efficient task resolution The Key Benefits of using Now Agent :
agent, airliquide, app, boukrif@eu, com, corp, daily, download, download now agent, english, explore, lynda, myitcorner, myitcorner on phone, myitcorner on smartphone, now, now agent, phone, simplifies, smartphone, software, tasks, your
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KB0011107
Incident (& Intake) management User Guide: For Entities supported by BIS Europe
English
lynda.boukrif@eu.corp.airliquide.com
3
Valerie RAMANANTSOA
Uncategorized
Published
2025-07-28 19:59:27
5
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
1
2025-02-14 15:29:19
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BEU-APIX-Local process managers
How to address and manage an incident? Always start by an Intake (directly in MMS as soon as you have access to it: LCC, Key Users, ISCM or BIS Europe team member)Fill the Business service, the Configuration item (Application, PC ....) and the situation of your issue (bug/defect, availability?) Note: If your help needs is a Question or How, to choose situation "Information Request" which will then create an AD HOC request User Guide Info: If you have trouble viewing this document please click here
ad, airliquide, bis, boukrif@eu, bug, com, corp, defect, english, entities, europe, get, guide, hoc, incident, incident\n intake\n get help\n issue\n bug\n defect\n ad hoc request\n user guide, intake, lynda, management, ramanantsoa, request, supported, valerie
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KB0034439
Oracle - Purchase Order not interface to SNOW
English
m-f.binazizol@as.corp.airliquide.com
251
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:36
5
GIO Service Desk
NaN
#########
4.67
BAP - HUB - ORACLE
NaN
NaN
NaN
279
2025-08-11 4:38:53
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GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User unable to view purchase order in SNOW (e.g INC1091160) POSSIBLE CAUSES: Interface issue BEFORE YOU START: Check the purchase order status (e.g Purchase Order #KRALK00487074) : 1. EPIC Check the purchase order status and availability. 2. Oracle Check the purchase order status and availability in CUX COUPA PO Interface Report, if shows error please assign to BAP-COE-ORA-L2. However if Report Status = Processed shows that the Purchase Order has been Processed, you may validate the status in Purchasing Module. Make sure the status not Cancelled, Closed or Finally Closed: STEPS: 1. Open SQL Developer and select requested instance e.g ALPROD 2. Run: select * from CUX.CUX_PO_SNOW_DATA_INTER where po_number='KRALK00487074' 3. The result show PROCESS_FLAG = C 4. Get user confirmation and close the ticket accordingly. 5. However, if the result is blank please assign the ticket to BAP-COE-ORA-L2 to check further the interface. LOGGING CATEGORISATION: Business service: BAP - HUB - APAC Servicenow Configuration item: FSSC ServiceNow - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: To make sure PROCESS_FLAG for CUX.CUX_PO_SNOW_DATA_INTER is C (Complete) TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5 L2
Oracle - Request the List of Approver and the Approver Hierarchy for all Accounts Payable Operating
English
m-f.binazizol@as.corp.airliquide.com
242
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:34
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
148
2025-08-11 4:40:07
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NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User request for the list of Approver and the Approver Hierarchy for all Accounts Payable Operating Refer to ADHOC0760785. POSSIBLE CAUSES: For user's reference and audit purposes BEFORE YOU START: Require access to: 1. Oracle Purchasing Admin (by Country) 2. Oracle SQL Query ALPROD STEPS: 1. Run before each query: alter session set current_schema=apps; 2. Search for Organization ID: SELECT NAME,BUSINESS_GROUP_ID, Organization_ID FROM HR_OPERATING_UNITS order by name or specific name query SELECT NAME,BUSINESS_GROUP_ID, Organization_ID FROM HR_OPERATING_UNITSwhere name like '%SOXAL%' 3. Search for PPS name ==> Check for Position Hierarchy ==> refer KB0025588 4. Search for pse.parent_position_id: ? Need to identify what is the Parent position ? Later search using this query: select pps.name "Position Hierarchy Name",pap.position_id,pap.name "Position Name",pps.business_group_id fromapps.per_all_positions pap, per_position_structures pps Where 1=1and pap.business_group_id = pps.business_group_id and pps.name=:p_p_position_hierarchy 5. AME Approval query: SELECT pps.NAME , LPAD (' ', 5 * LEVEL) || has.NAME hierarchy , has.position_id,LEVEL rep_level, hap.NAME parent_name , pap.full_name Parent_employee , pse.parent_position_id , has.NAME child_name , pac.full_name Child_employee , pse.subordinate_position_id FROM (SELECT NAME, position_id FROM hr_all_positions_f_tl WHERE LANGUAGE = USERENV ('LANG')) hap ,(SELECT NAME, position_id FROM hr_all_positions_f_tl WHERE LANGUAGE = USERENV ('LANG')) has ,(select papf.full_name,paaf.position_id,papf.business_group_id from apps.per_all_assignments_f paaf , APPS.per_all_people_f papf where paaf.person_id = papf.person_id and papf.business_group_id = 702 AND sysdate between paaf.effective_start_date and NVL(paaf.effective_end_date, sysdate)) pap ,(select papf.full_name,paaf.position_id,papf.business_group_id from apps.per_all_assignments_f paaf , APPS.per_all_people_f papf where paaf.person_id = papf.person_id and papf.business_group_id = 702 AND sysdate between paaf.effective_start_date and NVL(paaf.effective_end_date, sysdate)) pac , per_pos_structure_elements pse , per_pos_structure_versions pve , per_position_structures pps WHERE pse.business_group_id = 702 AND pve.position_structure_id = pps.position_structure_id AND pse.POS_STRUCTURE_VERSION_ID = pve.POS_STRUCTURE_VERSION_ID AND sysdate between pve.date_from and NVL(pve.date_to, sysdate) AND hap.position_id = pse.parent_position_id AND has.position_id = pse.subordinate_position_id --and pve.pos_structure_version_id='63089' AND PPS.name = 'PR Approval Hierarchy' and pap.position_id = pse.parent_position_id and pap.business_group_id = pse.business_group_id and pac.position_id = pse.subordinate_position_id and pac.business_group_id = pse.business_group_id --AND hap.NAME = 'SMR MD..' start with pse.parent_position_id = 46214 CONNECT BY PRIOR pse.subordinate_position_id = pse.parent_position_id AND PRIOR pse.pos_structure_version_id = pse.pos_structure_version_id AND PRIOR pse.business_group_id = pse.business_group_id 6. Export the query in .xlsx format, refer to the attachment. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - ORACLE Configuration item: Oracle R12 NAM Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Request to change Line Manager or Approver for EPIC/COUPA POSSIBLE CAUSES: No approver assign to the user in EPIC/COUPA. BEFORE YOU START: Make sure user and the approver has access to EPIC in CARM STEPS: 1. Advise user to raise request from the following link: MyIT Corner > End User Catalog > Applications > Business Application > EPIC > New or update Line Manager and approval limit https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=c1d3cd82db1f9cd0b35b949adb9619e4&sysparm_category=d1fef092dbdd1c50d07cf90532961948 Requests from this catalog are required in order to get approval from the manager before IT proceeds the update/changes. 2. If user unable to access to the mentioned link, raise an Incident ticket, attached with error message and assign to GIO-PCI-Catalog Administrators to check. 3. After the access given, user can raise the request through the given link earlier. 4. Close the ticket once the request has been assigned to EPIC team. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
Oracle - Request for report or Oracle error in Oracle
English
m-f.binazizol@as.corp.airliquide.com
870
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:40
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
801
2025-08-11 4:27:05
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User run request for report or program in Oracle but shows error Refer to INC1178892 STEPS: 1.Try to view the request output if authorize to view the output: 2. If unable to view the output, escalate the ticket to BAP-COE-ORA-L2 LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Category:Application Sub Category: Bug / Defect Assignment group (if not L1): BAP-COE-ORA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps team
Windows - Windows preview pane only showing maximum of 10 pages of PDF
English
m-f.binazizol@as.corp.airliquide.com
4
NaN
Windows - Storage / Performance
Published
2025-08-14 4:14:00
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
0
2025-08-14 3:54:31
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Windows preview pane only showing maximum of 10 pages of PDF. Previously user able to view all(more than 10) the pages on preview pane. POSSIBLE CAUSES: PDF viewer application recently changed. BEFORE YOU START: Check if user have Adobe Acrobat Reader and PDF 24 installed on the PC.These are most common PDF viewer application used in Air Liquide. STEPS: 1.Select one PDF file and view on preview pane. Try scroll until the bottom of the pane and there's warning that says "This PDF is over 10pages long. Please open the document to view all pages." 2.This happen due to Adobe Acrobat Reader is selected as the PDF viewer. You need to change the viewer to PDF24 3.Right click on the PDF file and select Properties. Under General tab, change the "Opens with" to PDF24 4.Click apply. Close the the file explorer and reopen the said document. LOGGING CATEGORISATION: Business service:GIO - EUS - UWP - Windows OS Configuration item: PC hostname Category:Application Subcategory:Bug/Defect Assignment group (if not L1): Local OSS Resolution Notes: Changed PDF viewer to PDF24 ARTICLE TYPE: Incident TEAM: L1
Windows - Create a drive/folder that is accessible by colleague from their own PC locally
English
m-f.binazizol@as.corp.airliquide.com
2
NaN
Windows - Storage / Performance
Published
2025-09-16 2:00:06
10
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1
2025-09-15 9:01:15
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User need to create a drive/folder that is accessible by colleague from their own PC locally. Usually one PC will be dedicated to be accessed by the whole team locally without login to the PC. BEFORE YOU START: Make sure the PC is connected to AL network. The other user who wants to access need to be connected to AL network as well. STEPS: 1.Remote to the targeted PC and open file explorer, right click on the drive/folder icon an select properties. 2.Go to "Sharing" , click "Advance sharing" and input admin credentials. 3.Tick "Share this folder" and click "permission" button. On the new popup , tick all(read,write.delete) and click Apply. 4.On the "Advance Sharing Popup" , click apply. 5.Get the file path for the driver/folder and guide user to share with their team(Eg. \\172.16.2.331\F ). LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows Assistance Request details: For Which Topic: Windows Feature In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of PC Category: Application Subcategory: Support / Assistance Resolution Notes: SD configure the Shared Drive on user's pc accordingly ARTICLE TYPE: FCR TEAM: L1
Oracle - Invoice status shows as Needs Revalidation in Oracle
English
m-f.binazizol@as.corp.airliquide.com
138
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:39
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
139
2025-08-11 4:28:30
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: All APAC ENTITY: BIS APAC SYMPTOMS: Invoice is accounted and Workflow Approved but shows the status 'Needs Revalidation' on Invoice Workbench. User tried to validate invoice but still shows the same result. Refer to INC1168303. POSSIBLE CAUSES: Since an invoice line does not have any invoice distribution lines, the system is showing the invoice status as 'Needs Revalidation' status. BEFORE YOU START: Check any invoice line which does not have any invoice distribution lines. STEPS: 1. Query the invoice through Invoice Workbench 2. Click on lines and place cursor on line no having the issue 3. Click on Distributions and ensure the distribution lines has the information or not. 4. Advise user to discard any blank lines and distributions and save. 5. Re-test the issue. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Quest/Bravo - Unable to change Nippo time due to error "Trip need to be within Nippo time"
English
m-f.binazizol@as.corp.airliquide.com
4
NaN
Uncategorized
Published
2025-09-15 7:05:50
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
0
2025-09-15 7:04:42
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: User unable to change Nippo time due to error "Trip need to be within Nippo time" but when he tried to change trip time to be within new Nippo time , error "Nippo need to be within trip time". It became an infinite loop. POSSIBLE CAUSES: Trip auto-consolidated but user need to input the correct trip time and unable to do so. BEFORE YOU START: Make sure trip status is consolidated and not "trip confirmed by shipping company". If the status is "trip confirmed by shipping company" , then SD unable to fix the trip due to data already sent to Bravo database. STEPS: 1.Collect necessary info from user such as the correct date and time that they want to fix. For the trip information, you can collect yourself from the trip page(Nippo number, depot etc) 2.Open Quest menu from the top bar > ???? > ?????????? 3.Click the magnifying glass icon and search the correct trip by using Nippo number. 4.change the start time(earlier than trip) of nippo only and then save. 5.Open the trip page and change the start/end time for the trip and save. Input using the correct value that user want to change. 6.Reopen ?????????? from step 1~3 , change the end time(time should be after trip time) of the Nippo only and save. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Data issue Assignment group (if not L1): Check with Quest team on Google chat and assist user accordingly. ARTICLE TYPE: FCR TEAM: L1
airliquide, binazizol@as, bravo, bravo., change, change time, com, corp, date, due, english, error, m-f, nippo, quest, save, time, trip, unable, unable to save, within
NaN
KB0055771
Google Meet - "Live" feature
English
m-f.binazizol@as.corp.airliquide.com
23
NaN
Uncategorized
Published
2025-06-03 15:00:19
9
myITcorner
NaN
#########
NaN
NaN
NaN
KB0055694 v1.0
NaN
1
2025-05-06 6:26:38
#########
NaN
GIO-EUS-MyItCorner-L2
For those considering holding a large-scale live streaming event ? Use the Google Meet Live Streaming feature ===================================== Typically, Google Meet is used for major web conferences. Google Meet is a form of online conference suitable for one-on-one or team meetings with multiple people. However, if you are considering or expecting to hold a live streaming event for the new fiscal year, such as a town hall meeting or a large number of participants, please turn on the Live Streaming feature included in Google Meet and hold the live streaming event. ? If you are expecting more than 100 participants, please turn on the Live Streaming function. ? Please consult with the Public Relations Department in this case. ? When sending information about the streaming event to viewers, be sure to share the Live Streaming link. ? Please delete the Google Meet link. =========================================================================================================================== How to turn on the "Live Streaming" feature 1. When creating a Google Meet meeting, display the meeting options. 2. Click the Add live Stream button 3. You will be asked to confirm the changes, so click "Add live stream". 4. Update the information on Live Stream FAQ Q: What is the specific number of participants that Google Meet / Google Meet - Live Streaming can accommodate? A: Google Meet supports up to 500 people, and Google Meet - Live Streaming supports up to 100,000 people. However, the above number varies depending on the network bandwidth and various other reasons, so if you are planning to have more than 100 participants, please consult with the Public Relations Department in advance. Q: Are there any reference materials such as manuals for holding Google Meet - Live Streaming? A: Please check the following Live Streaming Video Conference Manual (for organizers) Q: What precautions should I take when holding Google Meet - Live Streaming? A: Precautions when holding Google Meet live streaming are very important for smooth distribution and comfortable viewing for participants. Below are five points to pay particular attention to. 1. Ensure a stable internet environment: A streaming event involves sending and receiving large amounts of data, so if the host (presenter) has an unstable internet connection, video and audio may be interrupted or delayed, significantly impairing the viewer's experience. We recommend a wired LAN connection, and if you use Wi-Fi, choose a location with good reception. You should avoid operations that consume bandwidth on other devices during streaming (such as downloading large files). Conduct a line speed test in advance to make sure you have enough bandwidth. 2. Thoroughly rehearse in advance and test equipment: Be sure to rehearse before the actual event and thoroughly check the operation of video, audio, screen sharing, etc. Make sure that the equipment you will be using, such as microphones, cameras, and lighting, is set up correctly and works properly. If there are multiple presenters, make sure they are all working together to ensure a smooth process. During rehearsals, it is also effective to actually start live streaming and have some stakeholders watch to get feedback. 3. Providing information and communication to viewers: Clearly inform participants in advance of the start time of the live streaming, how to watch, and the recommended environment. If you plan to have a Q&A session, it is a good idea to announce the method (such as accepting questions via chat) in advance. If technical issues arise during the stream, clearly indicating the means of contact and contact information so that viewers would be less worried. Use chat functions, etc. to respond appropriately to questions and comments from viewers. Consideration of privacy and security: 4. Appropriate security measures for confidential information and personal information in the stream If you limit the number of participants, set appropriate access restrictions. If you record the stream, be sure to notify participants and get their consent. Pay attention to information that may be reflected in the background, and organize it so that unnecessary things are not reflected. 5. Consideration of copyright and portrait rights If the stream materials, background music, video, etc. contain other people's copyrighted material, obtain copyright permission or use copyright-free material. It is advisable to consider the portrait rights of presenters and people who may appear in the video and obtain permission in advance. If you plan to use the content of the live stream for secondary purposes, be sure to check with the relevant parties. Following these precautions will help you host a Google Meet live stream more smoothly and effectively, providing a beneficial experience for participants. =========================================================================================================================== If you have any other questions, please contact the Public Relations Department.
airliquide, binazizol@as, com, corp, english, feature, google, google live stream, google meet, live, m-f, meet, stream
NaN
KB0056962
Software - VAJ user requesting for Non-standard software installation
English
m-f.binazizol@as.corp.airliquide.com
8
NaN
Uncategorized
Published
2025-09-10 7:56:52
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
0
2025-09-10 7:55:58
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: Vitalaire Japan(VAJ) has been separated from AL company and became a standalone company. VAJ user's do not own AL email anymore but they have ALPC and need software installation within the ALPC. POSSIBLE CAUSES: Due to the separation , Service Desk unable to remote to their PC and unable to contact users's(Google Chat) without AL account. BEFORE YOU START: Please check whether user is using AL computer. If user is using other than ALPC , we are unable to support the request. STEPS: 1.If user is using ALPC , confirm with user if they connected to AL network. Some user commute to AL branch from time to time. 2.If user is connected to AL network , try remote to user PC and confirmed remote connection availability. 3.Guide user to submit installation request on MyITcorner link below for non-standard software. (Contact number is crucial for SD to reach user) Link: https://airliquide.service-now.com/myitcorner/?id=sc_cat_item&sys_id=79d1f61e4fdf7600eaa6ab6ba110c785&sysparm_category=7ccd2a8f4f4b1a409864ca1f0310c7fb 4.Inform VAJ user to request approval from their CARM manager(most of them have Tony Kelly as their manager). Due to VAJ do not have AL email , they need to use their VAJ email to seek approval from their Carm manager. 5.When you received Cattask regarding software installation for VAJ users , contact user through phone and check if they still connected to AL network. Schedule remote session with user if it's possible for them to do so. 6.If it impossible for VAJ users to connect to AL network(Ivanti/ALWifi) , then escalate the cattask to Japan OSS. OSS team have a member that support IT request for VAJ users. 7.If user unable to submit installation request on MyITcorner in the first place, create an Incident ticket and assign to Japan OSS team LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Non-Standard software request submitted ARTICLE TYPE: FCR TEAM: L1
QUEST - Unable to confirm trip due to unallocated costs error
English
m-f.binazizol@as.corp.airliquide.com
37
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-08-18 6:53:34
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
71
2025-08-18 6:53:02
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: When trying to change status to "shipping company confirmation", unallocated costs error appears. STEPS: User needs to allocate any unaccounted costs from the cost tab. Open the "cost" tab from the top-right button. A window with sub trip details will appear. Double click on the subtrip that needs update from the Sub Trips table SubTrip Cost Details window will appear. Click on "add existing costs" to tally out unallocated costs. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support/Assistance Resolution: Guide user to add existing costs. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
E-Capex - Approved CAPEX project not interface into Oracle
English
m-f.binazizol@as.corp.airliquide.com
313
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:39
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
252
2025-08-11 4:27:55
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Capex project status shows as Approved in e-Capex but not interface to Oracle and no project number assign. Refer to INC1168852. POSSIBLE CAUSES: The approval is incomplete. BEFORE YOU START: Need access to eCapex to view the project status STEPS: 1. Click My Projects and search for the project ID 2. Once view the project, you can see that there is no project number assign and the funding status shows as Approved. 3. Click > to view project approval details. 4. If shows all approvers have been approved, escalate the ticket to BAP-COE-NUCLEUS-L2 for further action. 5. However if there is approver with Pending status, please advise user to get the approver to approve the project accordingly. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Oracle - Cancel Requisition or Purchase Order to remove project commitment
English
m-f.binazizol@as.corp.airliquide.com
44
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:37
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
34
2025-08-11 4:35:57
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User request to cancel requisition or purchase order to remove project commitment Refer ADHOC0843349 POSSIBLE CAUSES: Most of the request make by user during month end closing and to clear commitment BEFORE YOU START: Require access to Purchasing > Manager role to have authority to Tools > Control. STEPS: Select Purchase Requisition > Tools > ControlControl document box will appear, select Cancel and input the Reason A reminder will appear to confirm to proceed, select OKA notification will appear and inform that the process has been complete successfullyTo confirm, check the Purchase Requisition status has been changed to Cancelled:Email user to inform and close the ticket once user has confirmed LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Oracle - To check on balance amount of CAPEX Project
English
m-f.binazizol@as.corp.airliquide.com
60
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:38
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
37
2025-08-11 4:33:13
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User request to check on balance amount of CAPEX BEFORE YOU START: Require access to Oracle XX Project Manager STEPS: Access to Oracle XX Project Manager > Project Status Inquiry and search for the requested project number: Search for Tools > Cost Budget Types > Revised Cost Budget to view current budget To give details project report, run request from View > Request > CUX PA Project Detail Report Provide the report to user in .xlsx format and get user confirmation.Close the ticket once confirmed by user. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 APPS
Quest - Duplicated data(Trip) in Consolidated page
English
m-f.binazizol@as.corp.airliquide.com
1
NaN
Uncategorized
Published
2025-09-15 7:51:09
3
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
0
2025-09-15 7:50:04
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: There are duplicated trip on the Consolidated page. All the details are the same(Trip number,date,time,driver etc) POSSIBLE CAUSES: This is a bug that rarely happen in Bravo/Quest. BEFORE YOU START: Make sure the duplicated trip have the exact same information as the original one. STEPS: 1.Compare both trip details and make sure the information is exactly the same. 2.Inform user that due to the exact same details , both trip are actually belong to only one trip. This means that if user cancel one of them, both trip will cancelled simultaneously and will affect the original trip as well. 3.Guide user to ignore the bug as it is the same data and wont cause any problems on Bravo. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Data issue Assignment group (if not L1): BAP-COE-BLAC-L2 ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User unable to login Oracle Refer to INC1125298 POSSIBLE CAUSES: Incorrect password when login Oracle. BEFORE YOU START: Require access: 1. CARM 2. Oracle XX User Maintenance > Create User STEPS: 1. Check user's Oracle availability in CARM 2. If available in CARM, check user's Oracle account status (with the help from L1.5 Team): 3. As the Oracle account is active, please advise user to login using current Windows password. For password reset and accessing oracle, please inform the user to follow the below process. Important prerequisite:Open Chrome: Go to KITE https://site.airliquide.com/kite/my-accessClick on My Tools > CARM (If you are working remote, please ensure connected to VPN first)Click Change Password (This will change your Windows Login password)Press Control + Alt + Delete to Lock your machineLogin using the new Windows Login password(please choose to login using Password instead of PIN or Fingerprint to confirm new Windows Login password have taken effect) How to login to Oracle: Open Edge Browser:1) Clear Edge Browser Cache2) Clear Edge Browser Cookies3) Close the Edge Browser and reopend Edge Browser4) Do not use bookmark instead use the direct linkhttp://aloraprod.as.corp.airliquide.com:8002/5) Login using your new Windows Login password(if succesfull your Oracle SSO is now back to normal connected back to Windows Login) 4. Get user confirmation before close the ticket. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Oracle - Shows invalid AME Approval eventhough the approver is valid with an active Oracle account
English
m-f.binazizol@as.corp.airliquide.com
140
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:34
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
106
2025-08-11 4:42:26
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Shows invalid AME Approval even though the approver is valid with an active Oracle account. Refer to INC0990558: POSSIBLE CAUSES: The employee profile not assign to the approver's Oracle account. BEFORE YOU START: Require access to: 1. Oracle User Maintenance (by Country) 2. Oracle SQL Query ALPROD STEPS: 1. From the person ID shows in error, check the status: select a.end_date,a.employee_id,a.*from apps.fnd_user awhere employee_id=399 2. Check in Person field in Oracle User Maintenance: 3. Update the "Person" field with correct employee details and business group. 4. Advise user to re-initiate the workflow. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: Assign the employee profile to the Oracle account TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
EPIC - Receiving Purchase Order not reflected in EPIC
English
m-f.binazizol@as.corp.airliquide.com
463
Julia RAMLAN-SC
Uncategorized
Published
2025-08-11 4:24:03
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
457
2025-08-11 4:23:54
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS - APAC SYMPTOMS: Inventory receipt done in Oracle but not reflecting correctly in EPIC. Cannot SRV in Coupa Refer to INC1195576. POSSIBLE CAUSES: The quantity receipt not sync from Oracle to EPIC BEFORE YOU START: Able to access: 1. XX Oracle Purchasing Enquiry > Purchase Order > Purchase Order Summary 2. EPIC > Orders STEPS: 1. View Purchase Order in Oracle > XX Oracle Purchasing Enquiry > Purchase Order > Purchase Order Summary 2. Select Shipments and check for Quantity and Quantity Received 3. Open EPIC > Orders 4. Check for the Quantity and Received (Quantity) 5. Update the differences in Work Notes (ticket) for reference and escalate the ticket to COE team for further action LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Data issue Assignment group (if not L1): L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: Error shows as follows: POSSIBLE CAUSES: There are security changes implemented which require to enable Internet Explorer mode in order to open Java form. BEFORE YOU START: 1. Make sure the user has a valid and active login (please check the status in CARM). 2. If yes, please confirm with users if they are able to open Java form without any issue recently. Java License as following: Kindly do not under any circumstances manually install Oracle Java from oracle.com , java.com or any other source. Instead, if a user requires Java, or an application that uses Java, then help them install Amazon Corretto, which is fully compatible Java runtime, and for which packages are available on MyIT Corner. When in doubt, or if you encounter difficulties, please escalate to GIO EUS. DIT-GT01 - Java Policy 1. Users needs to use Amazon Corretto MyIT Corner URL: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=344ca78593a61614cddef0718bba1033&searchTerm=amazon 2. In case of not working : users can have JAVA 8H202 version [Oracle Java RE] (NO OTHER VERSION ALLOWED) MyIT Corner URL: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=3c7c89e71b0421dc96c763d3b24bcb89&searchTerm=java ***** Please be advised that Air Liquide starting to remove PAID version of Java Software Once the removal completed, Amazon Corretto automatic installed to user's laptop If Amazon Corretto is not compatible (user can't launch apps properly). Advice to raise request in MyIT Corner to install Oracle Java RE (https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=3c7c89e71b0421dc96c763d3b24bcb89&searchTerm=Java) CATTASK will auto closed by PCI Automation. Confirm with user whether the Java installed properly or not. If KO, please install Java (g_01492_oracle_java-8u202-x86_en_48) from CMD command. Open CMD as admin 2. type cd C:\Program Files (x86)\BMC Software\BBCA\Tuner *) If an error occurs with the message 'cannot find the path specified,' please run the following command and proceed to Step 3. cd C:\Program Files (x86)\Tuner 3. to install apps, input: runchannel.exe -subscribe [package name from marimba] -installexample: runchannel.exe -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01492_oracle_java-8u202-x86_en_48 -install STEPS: 1. Open Microsoft Edge browser and click icon "e" at top right browser: 2. Enable both options for "Open this page in Compatibility view" and " Open this page in Internet Explorer mode next time". Click Done. 3. Once you see the view as follows, please advise user to login and try to open Java form : 4. Java form can be open from any icon as highlighted in yellow below: 5. For note, there is a situation where the icon "e" does not appear at the top right browser. Therefore, please search for "Internet Explorer" at Setting: 6. Enable Internet Explorer mode: 7. Add Oracle URL at Internet Explorer mode pages: 8. Clear cache and close Microsoft Edge browser before you can view the page as step 1 LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): L1.5 TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5
Oracle - Clear commitment for project budget after Purchase Order change status to Finally Closed
English
m-f.binazizol@as.corp.airliquide.com
79
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:07:40
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
KB0022538 v1.0
NaN
53
2025-08-11 4:26:10
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: The committed cost not cleared even though the Purchase Order status changed as Finally Closed. Refer to INC1180987. POSSIBLE CAUSES: The commitment cost suppose to be automatically clear (normally the next day after the Purchase Order changed to Finally Closed) but there is certain situation where the commitment cost still appear in project. BEFORE YOU START: Have access to the related Purchase Order (Purchasing) and Project Status (Project). STEPS: 1. Confirm the status of the Purchase Order is Finally Closed. 2. Check the Commitment Cost status in the project. 3. If the Commitment Cost still appear, run request: PRC: Update Project Summary Amounts for a Single Project, 4. After the request Completed, repeat no 2. 5. Screenshot and email user about the changes and get user confirmation. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration Item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: User unable to access EPIC after email changed Refer to INC1158102 POSSIBLE CAUSES: Normally happen when user's email changed for example before with -sc but currently without -sc, vice versa. BEFORE YOU START: Check user's email in CARM and EPIC CARM: EPIC: STEPS: 1. Raise Incident Task to GIO-SEC-CARM-L2 and request to change CARM>EPIC email to the current email 2. The changes normally take around 24 hours to be sync to EPIC. 3. After the changes has been effective in EPIC, email user and get confirmation. 4. Once confirmed, close the ticket. LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: CARM team to update the email changes TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 L2
Oracle - Unable to find Purchase Order from EPIC/COUPA in Oracle and FSSC ServiceNow/E-Finance
English
m-f.binazizol@as.corp.airliquide.com
200
Julia RAMLAN-SC
Uncategorized
Published
2025-08-11 4:44:28
4
GIO Service Desk
NaN
#########
4.00
BAP - HUB - ORACLE
NaN
NaN
NaN
218
2025-08-11 4:44:19
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: ALL APAC ENTITY: BIS APAC SYMPTOMS: User unable to search for requested Purchase Order number in FSSC ServiceNow/E-Finance. Refer to INC0843471 as reference. POSSIBLE CAUSES: Interface from EPIC to Oracle failed and caused the interface from Oracle to FSSC ServiceNow/E-Finance not happen. BEFORE YOU START: Need access to: 1. EPIC Purchase Order 2. Oracle > Coupa Reporting STEPS: 1. Check the status in EPIC Purchase Order 2. Check in Oracle > Coupa Reporting > CUX COUPA PO Interface Report 3. Update the information in ticket for reference: EPIC: Status = Issued - Sent via Email CUX COUPA PO Interface Report Error: ORA-??\?????????????????，?????0-CNWC050.03.0201040000.C00159900.650600.C02020701E001.0.0.0 [Translation: The cost center segment of the ORA-expense\cost account must be a detailed value, and the other accounts are 0-CNWC050.03.0201040000.C00159900.650600.C02020701E001.0.0.0] 4. Route the ticket to BAP-COE-ORA-L2 for further action. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5==> Analysis, BAP-COE-ORA-L2 ==> Resolve TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User unable to select project for purchase requisition/purchase order/invoice in Oracle. Refer to INC1135271. BEFORE YOU START: Check the status of the project in Oracle and shows as Unapproved: STEPS: 1. Advise the user to contact FSSC team to approve the requested project. FSSC is the one who approved upon request from requestor. 2. Once the project has been approved, let the user know and get confirmation to close the ticket. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1):GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
AL accounts -Difference between subcontractor and business partner account
English
m.fernandez@as.corp.airliquide.com
146
Luc MELEN
Uncategorized
Published
2025-07-30 12:28:52
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
38
2024-04-18 8:47:20
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: To enable an external resource to work on an Air Liquide application, so far, user could create a Subcontractor account for external employee. Now, user also can create a Business Partner account in Carm. When user go in Carm to create a new account, user now have the choice between Subcontractor and Business Partner for external resources. Migration of the account can not be done from subcontractor to business partner and vice-versa. This info help to you as helpdesk agent to be able to advise / assist / help to Air Liquide employees who work with Business Partners and want to create accounts for them and provide them with access to Air Liquide application. For external contractors (non AL employees), there are two types of accounts that can be created in CARM : SubContractorsBusiness Partner Here are the differences between SC and BP: <=======> This account is cheaper and more secured for external contractors if they dont need to have a Kite account and an Air Liquide workstation. The table below compares all 3 types of accounts (including Employee accounts): In addition to the above: currently, Business Partners do not have access to CARM. This has the following consequences: Someone else (preferably their CARM validator) must make CARM requests on their behalf;They cannot change their password via CARM, so they must change their Active Directory (Windows) password using their Virtual Desktop (typically Citrix). STEPS: For a business partner to use an Air Liquide application with a business partner account, user will have to: AL employee can create a business partner account and a Secure Remote Access for Partner in Carm, if user needs help with creation of the new account guide user according to the steps in this knowledge base articleAL employee can request accounts as usual, on the applications he/she needs to use. With his/her account and Secure Remote Access, user's partner will be able to authenticate to an Air Liquide virtual desktop (called Citrix) on his browser, according to this documentation (which user need to send him/her). Air Liquide applications will be available for him on this virtual desktop. User's partner will then access to these applications according to the accounts user have created for the partner. Business Partners can call Helpdesk with these issues: KB0011681 HOW TO ? - create a Business Partner account and Secure Remote Access account for Partner KB0012197 REFERENCE: User with Business partner account needs to install citrix on a non AL computer KB0012196 SITUATION SOLUTION: Windows passwords reset for AL Business partner account - Xerox and Canon LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS ARTICLE TYPE: Process
Google-How to request to block the access to an application that has access to Google Workspace data
English
m.fernandez@as.corp.airliquide.com
42
Mariacecelia FERNANDEZ-SC
Windows - Storage / Performance
Published
2025-07-29 15:58:36
15
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2023-02-16 7:01:06
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: If the user is requesting to block the access of an application that is already on Google Workspace data STEPS: Kindly guide the user to submit request via myIT corner by following path GIO Services > End-User Workplace > G Suite & Messaging > Block access to an application using Google data LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - My It Corner – Request Business service: GIO - PCI - ITSMaaS Configuration item: MyITCorner - PROD Situation: My IT Corner assistance [Ad Hoc Request] Resolution Notes: Service desk will guide the user to submit request via myIT corner TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
Windows- Audio equipment - built in mic and speaker making echo when enabled
English
m.fernandez@as.corp.airliquide.com
33
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:34:27
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
58
2024-05-01 5:19:33
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Built in mic and speaker making echo when enabled. STEPS: Update audio driver from dell page https://www.dell.com/support/home/de/de/debsdt1/products based on the service tag of the computer. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - [WINDOWS] Driver install/upgrade Business service: GIO - EUS - UWP - Windows OS Configuration item: Host name Situation: OS - peripheral malfunctioning [Incident] Resolution Notes: Service desk will remote into users PC and install the driver Using ADM account TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
airliquide, audio, audio problem, built, built in microphone and speakers making echo, com, corp, echo, enabled, english, equipment, fernandez@as, gerhards, maik, making, mic, microphone, speaker, speakers, when, windows-
NaN
KB0025808
IT Service Desk Golden Rules
English
m.fernandez@as.corp.airliquide.com
87
Martin GAITE
Uncategorized
Published
2025-07-30 11:08:53
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
10
2024-07-02 9:37:11
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL The objective of this document is to set a list of basic rules as a framework for the Service Desk, with the aim of reaching excellence at the operational level and give a great IT experience to our End Users(1). The following rules are mandatory for any Service Desk team member and the non-compliance of any of them will result in the temporary & immediate cancellation of the CARM account: Contact channels: the official channels for an End Users to initiate an interaction with the Service Desk are: myIAssistant. myITcorner. Phone. In case any user contacts the Service Desk using an unofficial channel, the agent will redirect him or her to contact us using one of the above mentioned channels. Refuse of support: any interaction with the End Users, using one the official channels, must always result in assistance to them. Ticket creation & update: any interaction with End Users, using one of the official channels, has to be logged in a ticket using MMS (ServiceNow). Ticket resolution: all tickets must be resolved once it’s accomplished ONLY and the End User has confirmed the resolution, or the 3 strike process followed in case of lack of response by the End Users. Respect: we must always treat the End User with politeness & professionalism, for that reason we won’t tolerate any kind of disrespectful behavior toward End Users. In case of a reported case & follow up the cancellation of the account, the Service Desk team leader will present a description of the situation with facts. A definitive CARM account removal will be applied by the Air Liquide Service Desk Manager after understanding of the fact. (1) Only for End Users that are part of entities subscribed to the Service Desk services. LOGGING CATEGORISATION: TICKET TYPE: Process
airliquide, com, corp, desk, english, fernandez@as, gaite, golden, it service desk golden rules, martin, rules, service
NaN
KB0050942
Oracle- Account Type Misclassification causing balance movement issue during year closing
English
m.fernandez@as.corp.airliquide.com
55
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-29 21:36:47
9
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
3
2024-07-15 8:20:50
#########
NaN
BAP-COE-ORA-L2
PRB0045318: Account Type Misclassification, To Add Proactive Warning Message This KB document is prepared to highlight the impact of Account Type changes at Local Account level and its solution to rectify the balance corruption. Misclassified Accounts are one of the major reasons that cause General Ledger Balance Corruption. Misclassified Accounts are caused when the IT/Shift left team changes the account type of segment value without changing the account type of the code combination created using the segment value. These changes would lead to an incorrect movement of balances at the year end. Issues caused by this misclassification can impact the Period/Year end closure and Statutory Financial Reports. What is an Account Type: While defining any Local Account we have to assign an account type against it in Oracle. Which determines the nature of the account like it’s a balance sheet account or profit/loss account. There are 5 types of Account type: Ownership/Stockholder's Equity Asset Liability Expense Revenue Step 1 Go to the respective ledger General Ledger Admin Responsibility > Setup > Financials > Key > Values. Step 2 Click on Value set and mention Name: AL_AFF_LOCAL_ACCOUNT and click on find. Under Qualifiers tab, account type is available. For each Local Account an Account type to be tagged at the time of account creation. On the basis of account type, Oracle determines the balance movement of that account. Balance Sheet Account: Local Accounts with account type Asset, Liability and Ownership/Stockholder’s equity are shown in Balance sheet which means every year, balance under all these account types gets carried forward to next year. Profit & Loss or Income Statement Accounts: Local Accounts with account type Revenue and Expense are shown in profit and loss statement which means every year, balance under all these accounts gets moved to retained earning LA and at year end balance in all the revenue and expense type of account gets zero out. Account Type Modification under different Scenarios: Account Type Modification Under Same Group: If account type change belongs to same group of accounts, then we need to update account type on the existing COA which are generated and at form level new account type to be tagged. Steps to execute COA update datafix. Identify all the COA which has been generated with the Local account. Example: If suppose LA A163680 currently has account type as liability and requirement is to change to asset then it belongs to the same group therefore here on all the existing COA with LA A163680 account type to be updated to asset. Check the Code Combination ID against the COA where account type update is required. After that via below datafix script, update the account type (This script has been provided by Oracle SR 3-35609550551) Attaching sample script for reference, kindly update the code_combination_id, segment5 (local account) and Account_type as per your data. -- BACKUP create table cux.cux_INC1334346 as select * from apps.gl_code_combinations where code_combination_id in ( select code_combination_id--, concatenated_segments--, account_type--code_combination_id ccid, account_type from apps.gl_code_combinations_kfv where 1=1--code_combination_id in ('5274519','5274520'); and segment5 in ('H00041001','H00041002') and chart_of_accounts_id = 50408 --and concatenated_segments not like '%.T.%' ); -- UPDATE update apps.gl_code_combinations set account_type='L' where code_combination_id in ( select code_combination_id--, concatenated_segments--, account_type--code_combination_id ccid, account_type from apps.gl_code_combinations_kfv where 1=1--code_combination_id in ('5274519','5274520');; and segment5 in ('H00041001','H00041002') and chart_of_accounts_id = 50408 --and concatenated_segments not like '%.T.%' ); -- 14 rows will be updated Once this script is executed, it will update the account type at COA Level. As Account type belongs to the same group of assets, no balance movement changes are required. Account Type Modification Under Different Group: If account type change belongs to different group of accounts, then we need to update the account type on all the existing COA which are generated and also Balance fix program from oracle needs to be updated, which will fix the balance in standard oracle table as here impact will be there on balance movement. Example: If suppose LA A163680 currently has account type as liability and requirement is to change to Expense or Income so here group is getting changed, from Balance sheet to Income statement. To fix such cases firstly we need to update the account type at COA level on all the existing combinations. Note: Please refer ’Steps to execute COA update datafix’ mentioned above. Once account type is updated at COA level, kindly run below General ledger - Automated Balance Fix. Parameters: Ledger Name: Mention the ledger to which LA belongs too. Start Period: Mention a prior period from when the issue has been reported. Account Low: Provide the range of Account combination for which balance movement to be verified. Account High: Provide the range of Account combination for which balance movement to be verified. Report Mode: Yes - (first this program to be executed in report mode, which will provide the balance correction details- After confirming with the users, this program can be executed in fix mode.) Account Type Modification where no transaction is booked on given LA: If suppose on a LA A163680, till the date no transaction is booked in that case account type can be updated without any fix. Note: Utmost care should be taken while updating the account type as by simply changing the account type at form level does not fix the balance and COA account type which are already generated. In an ideal scenario IT Team/ Shift left team should never update the account type at form level without investigating into the steps mentioned above. Risk of account type update should be highlighted to the user upfront. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
COUNTRY/REGION: SINGAPORE ENTITY: BIS APAC SYMPTOMS: ONBOARDING: AD list / group adding procedure SG STEPS: NEW USER: Mandatory to have be added to certain groups: User submit request via IT Corner User ID will be created via CARM Once ID created, user added to DL based on (perm or contract): Defaults groups: To be added in CARM (Request new Kite group membership) Sg-ALSg-Email-Users (ALSG Perm Staff) sg-alis-users@airliquide.com (ALIS Perm Staff) Sg-ALSg-Temp-Staff (ALSg Contract / Intern) Sg-ALIS-Temp-Staff (ALIS Contract / Intern) Check list for the AD groups for new users with the different entities: https://docs.google.com/spreadsheets/d/1rGZkegawzYc4Yaa450PJoPTDpmTYkIpXij5hiwUksfk/edit#gid=0 ALIS/ALAM Grp for Staff / Perm ALIS/ALAM Grp for Contract/Temp ALSg Grp for Staff / Perm ALSg Grp for Contract/Temp DG-APAC-ALIS-FULLACCESS DG-APAC-ALIS-FULLACCESS DG-APAC-ALIS-FULLACCESS DG-APAC-SOXAL-FULLACCESS AD - DG-APAC-IACS-SOXAL-LIMITEDACCESS AD - DG-APAC-IACS-SOXAL-LIMITEDACCESS DG-APAC-IACS-SOXAL-LIMITEDACCESS DG-APAC-IACS-SOXAL-LIMITEDACCESS Sg-ALIS-Users (to be added via CARM) Sg-ALIS-Temp-Staff (to be added via CARM) Sg-ALSg-Email-Users (ALL ALSg perm staff) (to be added via CARM) Sg-ALSg-Temp-Staff (to be added via CARM) 2. Medical and Procurement users need to be added to additional DL lists: Currently this is owned and done by Eng Hock: Below the list: Sg-alsg-sg-procurement, smb-SgSOXAL-Medical-Takeo Owner Name Cliff.yeo@airliquide.com,Kenneth.Ng@airliquide.com, Mdzulhilmi.mdghazali@airliquide.com, Yeewah.leong@airliquide.com Standardization opportunity: Transfer ownership to the Procurement managers in CARM ARTICLE TYPE: Process TEAM: L1
SYMPTOMS: IT staff will be able to get or loose permission for connecting to AL Windows Endpoints which are not connected to AL network. STEPS: > IT staff will need to submit request via this link: https://airliquide.service-now.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D49dde59f1b232010510c7db4464bcbac%26sysparm_link_parent%3Dbbcf6eab4f062f009864ca1f0310c712%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dtext_search# > Once submitted, they will receive notification on their email to set up >They should have the below option, once access is granted and set up is done LOGGING CATEGORISATION: This is a guide to obtain access
access, airliquide, cloud, com, corp, english, fernandez-sc, fernandez@as, how, how to, mariacecelia, request, vnc
NaN
KB0049766
AODocs - Application Support
English
m.fernandez@as.corp.airliquide.com
153
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-29 9:42:37
7
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
3
2024-05-03 7:50:20
#########
NaN
GIO-EUS-GOPS-DWP-L2
AODocs - Application Support AODocs Application information: Business side: Library General settings Configure document classes Configure categories Configure roles (permission issue) Configure and manage Workflows Configure views Audit Log Custom Scripts Bookmarklets tool (export reports, batch action) You can refer to Knowledge Base for more information Applications and Owners ALFE ISO system - Grace Hsu ALFE eBora eCDS system - IM/HC - Rachel Lin ALFE eBora system - EL - Karen Kao China Guarantee approval flow - Meng-Elaine Zhang HR Service Request - Lili Wang PUR AODocs - Rose Yang Step 1 To report the AODocs issue above, go to https://support.aodocs.com/hc/en-us/requests/new and submit a ticket Step 2 For the issues that are not listed above, please contact Service Desk for assistance Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User inquiring regarding Oracle Database compatibility on Windows 11 for 12c version Oracle client usage can be categorized as follows: 1. End users (business users) do not require the client as they work on web-based Oracle URLs, which are a front-end application called E-Business Suite. 2. AL employees (Oracle Stream) from Digital & IT may ask the client if they need to develop any code, make logic changes, fix data or bugs, and test the code in their local PC compilation. 3. MSPs (such as COEs—Infosys/Virtusa/Nityo)—this team needs the client for Oracle projects, production operations support, demands, enhancements, and developments. They need the client to connect to the non-prod DBs and do compilation, etc. POSSIBLE CAUSES: Users might be using the 12c client which is not compatible with windows 11 yet. STEPS: Make sure to check with the user which Oracle database client. Below are the details and compatibility. 19c Client with Windows 11- Supported and Certified 12c Client with Windows 10- Supported and Certified 12c Client with Windows 11- Is Not Supported and Certified If user wants to use the 12c on Windows 11, it’s not yet possible. Support team is working on to fix the issue. These PCs should be excluded from the Windows 11 update. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE ARTICLE TYPE: Process
eApps - Why am I unable to see the external approver for certain claims
English
m.fernandez@as.corp.airliquide.com
19
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:31:00
9
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
9
2024-07-15 10:04:32
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Why am I unable to see the external approver for certain claims? POSSIBLE CAUSES: The external approver is not configured in the system to select in the claim. STEPS: 1. Login to Expense application. 2. Click Admin and then APPROVER menu. 3. Search the external approver. 5. Enter the Credit limit and click. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Situation: Bug/Defect [Incident] Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, am, approver, certain, claims, com, corp, deepak, eapps, english, expense, external, fernandez@as, guest, hasani-sc, unable, why, why am i unable to see the external approver for certain claims in expense
NaN
KB0018426
Windows- Touchpad speed, sensitivity issues
English
m.fernandez@as.corp.airliquide.com
59
Maik GERHARDS
Windows - Storage / Performance
Published
2025-07-30 11:34:30
10
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
60
2024-05-02 7:14:56
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: The laptop's touchpad clicks without being touch. It's difficult to type on the keyboard without the cursor clicking everywhere. User would like to disable the touchpad. POSSIBLE CAUSES: Touchpad is too sensitive or has been reconfigured by accident. BEFORE YOU START: Laptop issue only as desktops don't have a touchpad. STEPS: 1. Open the Control Panel 2. Go to Settings > Devices > Touchpad 3. Adjust the touchpad's settings depending on the issue - Speed and sensitivity for unwanted clicks - Disable by turning it off if the user wants to only use a mouse to click If it proves complicated to fix, try resetting the touchpad's settings and test again LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Situation: OS - peripheral malfunctioning [Incident] Resolution Notes: Service desk will remote into users PC and change the touchpad settings. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
How to Request to create a Google Maps API(s) credentials (Global)
English
m.fernandez@as.corp.airliquide.com
19
Harold OUSSET
Uncategorized
Published
2025-07-29 15:58:34
18
myITcorner
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
7
2022-06-03 10:01:24
#########
NaN
GIO-PCI-ITSM-Global Process Manager
SYMPTOMS: If user is requesting to create Google Maps API(s) credentials STEPS: Kindly advise the user to submit request via MMS using this path: GIO Services > End-User Workplace > G Suite & Messaging > Google Maps API(s) access Should the user have no access to the GIO catalog, he/she must be redirected to the Local IT Representative to raise the request on their behalf. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - My It Corner - Request Business service: GIO - PCI - ITSMaaS Configuration item: MyITCorner - PROD Situation: My IT Corner assistance [Ad Hoc Request]
airliquide, api, api. credentials, com, corp, create, credentials, english, fernandez@as, global, google, harold, how, how to, maps, ousset, request
NaN
KB0012923
SD Procedures - Real Time Ticket Handling
English
m.fernandez@as.corp.airliquide.com
72
Zied JEDIDI-SC
Uncategorized
Published
2025-07-30 6:24:03
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - EUROPE SERVICEDESK
NaN
NaN
NaN
74
2024-05-01 7:10:07
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Service desk ticket handling STEPS: All tickets must be Created, Documented and Assigned or Resolved (should the issue be resolved) in a real-time manner. Process Once intake lands on the queue it must be qualified (either INCIDENT or ADHOC) properly by the agents. Respond and assign times: P1 - Within 15 minutes P2 - Within 15 minutes P3 - Within 60 minutes P4 - Within 120 minutes Web ticket - Within 4 hours Self-Service Intake (Web ticket) If the Intake tickets contains an inquiry or request that can be handled through My IT Corner, the agent must qualify the intake as an ADHOC and refer the user through MY IT Corner and close the ticket. If the information provided by the end-user is sufficient, proceed to providing resolution as needed if within scope of the Service Desk or assign to the proper resolving group if required or out of scope. If the information provided by the end-user is insufficient, attempt to call back the user: If able to reach the end-user, gather the needed information and proceed to providing resolution as needed if within scope of the Service Desk or assign to the proper resolving group if required or out of scope. If unable to reach the end-user, leave a VM, email the user requesting for additional information as needed and schedule a call back. Off-Prime Hours If the user is usually reachable during Prime Hours, email our Service Desk team to request for assistance. Inbound Phone Call / Inbound Chat Step by step process Agent receives incoming contact and collects required information from end user (contact information and concern). Once information is collected, intake is created and filled-out accordingly. Agent will then qualify the concern either as an ADHOC or INCIDENT. Agent will provide assistance and/or troubleshooting to the end-user’s concern, documenting all necessary steps taken to resolve the concern. Once resolution or next steps have been confirmed and agreed upon, agent will provide the ticket number to the end-user and close the ticket or route accordingly in real time. If the ticket is closed, agent will offer end user to fulfill customer satisfaction survey. Agent will offer further assistance, if nothing else is required, agent will thank user for calling the Service Desk and wait for end user to hang the call. If further assistance is required, a new ticket will be created and assistance will continue. See SD Procedures - Guiding Users to My It Corner/CARM/GIO Catalog/AMS Requests for request handling LOGGING CATEGORISATION: ARTICLE TYPE: Process
airliquide, americas, americas\n real_time, bis, bis_americas, com, corp, english, fernandez@as, handling, jedidi-sc, procedures, real, sd, ticket, ticket_handling, time, zied
NaN
KB0026360
How to create a POP/IMAP Technical account over SSL
English
m.fernandez@as.corp.airliquide.com
56
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-29 9:45:02
8
myITcorner
NaN
#########
5.00
NaN
NaN
NaN
NaN
3
2024-04-29 1:29:41
#########
NaN
GIO-PCI-ITSM-Global Process Manager
Short description How to Create a POP/IMAP Technical account over SSL SYMPTOMS: If user would like to create POP/IMAP technical account on SSL STEPS: Kindly advise user to submit via Catalog IT for IT using this path: GIO Services > End-User Workplace > G Suite & Messaging > Create a POP/IMAP technical account over SSL https://airliquide.service-now.com/com.glideapp.servicecatalog_cat_item_view.do?v=1&sysparm_id=c6f9f9221bdb85d4463b5205604bcbc9&sysparm_link_parent=ccdf6eab4f062f009864ca1f0310c754&sysparm_catalog=4a1e666b4f062f009864ca1f0310c7be&sysparm_catalog_view=catalog_GIO_Services&sysparm_view=text_search LOGGING CATEGORISATION: Business Service: GIO - PCI - ITSMaaS Situation: My IT Corner assistance [Ad Hoc Request] Assignment Group: Service Desk
account, airliquide, com, corp, create, create. pop.imap, english, fernandez-sc, fernandez@as, how, how to, imap, mariacecelia, over, pop, ssl, technical
NaN
KB0022244
Servers/Shared drives related to OPS - Any issue
English
m.fernandez@as.corp.airliquide.com
15
Peter RIZKALLA
Uncategorized
Published
2025-07-30 5:56:45
6
GIO Service Desk
NaN
#########
NaN
BAMEI - GIDEONS OTHERS
NaN
NaN
NaN
9
2024-07-09 8:19:31
#########
NaN
BAMEI-EGYPT-GIDEONS-L1
COUNTRY/REGION: EGYPT ENTITY: BIS AMEI SYMPTOMS: User from Egypt calling experiencing issues with a server or a shared drive related to OPS. BEFORE YOU START: For HR shared drives please follow KB0049650. STEPS: For any sort of issue regarding a server or a shared drive access , gather information regarding it and assign the ticket to : BAMEI-EGYPT-GIDEONS-L1 LOGGING CATEGORISATION: Business service: BAMEI - GIDEONS OTHERS Situation: Access [Incident] Assignment group (if not L1): BAMEI-EGYPT-GIDEONS-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Set up the Okta Verify mobile app? Prerequisite: Your smartphone need to be enrolled in Intelligent Hub before setting up Okta. If you are not enrolled yet, follow this procedure for an iOS device or this procedure for an Android device. Table of Contents Task 1. In a browser, get your enrollment QR code for Okta Verify. Case 1. First connection to Okta Case 2. Set up Okta Verify through the Okta Dashboard Task 2. Install Okta Verify and add an account. Task 1. In a browser, get your enrollment QR code for Okta Verify mobile. Case 1. First connection to Okta Follow these steps if you never connected to Okta before: Step 1 From a browser, access the Okta Dashboard at https://login.airliquide.com. Step 2 Enter your professional email address and click Next Step 3 Enter your Windows password and click Verify. Step 4 Click Set up in the Okta Verify mobile section. The Okta Verify mobile enrollment QR code appears on the screen. You can proceed to Task 2. Case 2. Set up Okta Verify mobile through the Okta Dashboard Follow these steps if you already connected to Okta before: Step 1 From a browser, sign in to the Okta Dashboard at https://login.airliquide.com. If you can't sign in, please contact the service desk. Step 2 From the Okta Home page, click your name and then click Settings. Step 3 Scroll down to Security Methods and click Set up next to Okta Verify. Step 4 Verify your identity via an authentication factor as prompted. Step 5 Click Set up to confirm that you’re setting up Okta Verify mobile. The Okta Verify mobile enrollment QR code appears on the screen. You can proceed to Task 2. Task 2. Install the Okta Verify mobile app and add an account. Step 1 - If your mobile device is already enrolled on Intelligent Hub, you should already have the Okta Verify mobile app installed. - If your device is not enrolled, download "Okta Verify" on your smartphone from Google Play (Android devices) or the App Store (iPhone and iPad) and install it. Step 2 Open the Okta Verify mobile app and follow the next prompts. Step 3 Choose the type of account to add. Tap Organization. Step 4 Choose your account setup method. Ensure the QR code is shown on another device such as a laptop or desktop. Tap Yes, ready to scan, and point your camera at the QR code displayed in the browser on the other device. If you don’t know how to obtain the QR code, tap Where do I get my QR code? instead. Step 5 If prompted, allow push notifications on your device so that you can approve future sign-in notifications without opening the Okta Verify app. Step 6 If prompted, enable biometrics. Tap Enable. IMPORTANT NOTE: Your biometrics (fingerprints, facial features) are stored locally on your device and are not accessible to Okta Verify. The application only verifies that they match your device’s configured biometrics. Step 7 Tap Done to complete the account enrollment. Your new account is now available in the Okta Verify app. You can start using the Okta Verify mobile app to sign in to the Air Liquide applications. We highly recommend setting up Windows Hello in addition to Okta Verify mobile in case of a damaged or lost device. See the related article for details. Please comment if you don't find what you're looking for! If you don't have an answer, please contact ww-ride-project-team@airliquide.com
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: MEX/Budapest and other regions steps on how to remote into APAC users PC using their VNC STEPS: Make sure that APAC user is connected to AL network or Ivanti Open RealVNC viewer Get users name hostname or IP address Follow the below format, put your ADM username and password. Don’t forget to put the APAC domain name: TEISAN You should be able to connect to APAC users PC LOGGING CATEGORISATION: ARTICLE TYPE: Process TEAM: L1
Gideons -Balance unpaid invalid You can make here an introduction of your Article. Before entering prerequisites/septs, specify the Situation/symptoms when the User is accessing to this Article. Prerequisite Before starting the MEC Process user needs to validate if there is any transaction for which the ATB update/ Transaction balance has some issue. Is to avoid any ATB Recon issue after the MEC Completion. To validate the transaction before MEC, one SmartList is created for users (i.e. Balance unpaid Invalid) available under GideonsWeb→ Reporting→ Smart List→ Anyview Menu. To get the list of transactions having Invalid balance unpaid. Select the Smartlist under Anyview and Click on View Records button available in action Items (No need to apply any filter values). Note: to Fetch the results for this smart list from the backend below sql query can be used. SELECT * FROM DBO.Gvw_Rpt_TranactionMatching_InvalidBalances This SmartList provides the below Details. TRAN_TYPE: Type of transaction which has a wrong balance unpaid value. Below are the descriptions for the short code provided. · IN - Invoice · CN - Credit Notes · DN - Debit Notes · RC - Receipts · CJ - Credit Journals · DJ - Debit Journals TRAN_NO: Transaction No (i.e. Invoice_No, Receipt_No, Journal_No)of transaction which has a wrong balance unpaid value. ACCOUNT_NO: Account No of customer for which Balance unpaid is wrong and which ATB Calculation is being impacted. TOTAL_INVOICE: Total value of Transaction. MATCHED_AMOUNT: Total Amount against which the transaction is matched with counter transactions. DIFF: The Difference amount compared with Matched value and transactions balance unpaid. ERROR_DESC: A common error message for wrong Balance_Unpaid value for mentioned transaction. Actions To be taken to clear the transactions from SmartList There are two actions to be performed based on Diff amount value. 1. Execute balance Integrity Job: If the transaction Diff is Greater than 0 (Diff amount is in Positive figure) Then to clear the transactions from smart list an sql Job can be run. To run the Job Below steps can be followed. · Go to GideonsWeb → Administration → Maintenance Menu. · Select manage SQL Job tab · Select Sql Job with a name like “CLEAR BALANCE UNPAID INVALID”. Kindly note that country wise jobs are different and have country initials as prefixes. · Execute The Job By clicking the START button from the action Menu. · Once the Job is completed a confirmation message will appear as mentioned in the above image. Recheck the Smartlist and if any transaction remains follow the steps accordingly. 2. Perform Transaction Un-Matching: If the transaction Diff is Less than 0 (Diff amount is in negative figure) Then to clear the transactions from smart list, Transaction must be unmatched with all the counter transactions or atleast the transaction with the matched amount greater than or equal to Diff amount. · Based On Transaction Type Go To Respective Transaction Supervision Screens available under GideonsWeb → Finance menu. For Invoices, Credit Note and Debit Note refer to the Invoices menu. For Receipt refer to the Receipts menu. For Credit Journals and Debit Journals refer to the Journals Menu. · Now On the respective Transaction screens search for the transaction which is having error, and Use the Unmatched Action available under the Action menu to perform unmatching. Kindly Note that on the screen default search filters will be applied which may need to be updated accordingly. For Invoices, Credit Notes, Debit Notes For Receipts For Credit Journals, Debit Journals · Once all transactions are unmatched. Re-run the Smartlist to validate. Sometime After Unmatching the account transactions still appear in smartlist with Diff Greater than 0 (Positive Diff amount) In such scenario Action Item 1 can be followed. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: When the user is unable to login to Windows to obtain the computer name (hostname) How to find the computer name in ServiceNow (MMS) STEPS: Finding the computer Obtain the computer name Ask the user to look for the Service Code; can be found in a label on the CPU or on the bottom of a laptop Use the Service Code to find the computer name in SNOW SNOW > Configuration > Workstations > All Ensure the Serial number column is displayed Click on the gear icon Scroll down under "Available" and select "Serial number" Click on the arrow pointing right to move it to "Selected" Arrange it in order (under Name) and click "OK" Search with the Service Code as the Serial Number Method 1: With the dropdown; it should be the top result Method 2: By clicking on the magnifying glass; fill the field under Serial number and hit enter; it will be the only result Copy the computer name (under the Name column) If unable to find the computer with the Service Code provided, try with the Express Service Code - also found on a label on the computer Go to the Dell Support website Enter the Express Service Code in the field And click on the magnifying glass to find the Serial Number (seen here as the "Service Tag") Verify whether it is the same one as the one provided by the user Search for it in SNOW as seen in the previous steps If still unable to find it, guide the user to do a soft reset as last measure: Ask the user to press and hold the power button for 10 seconds until his computer reboots Ask him to try to log in again If this doesn't solve the issue route the ticket to Field Services Look for the computer in Active Directory Use the computer name to find it LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only – Windows TICKET TYPE: Process
Uniflow Online - Could not send your print job to uniFLOW Online
English
m.kolodziejczak@eu.corp.airliquide.com
156
NaN
Printing / Devices
Published
2025-09-29 12:54:17
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
33
2025-05-27 13:13:32
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
REGION:Global ENTITY:All SYMPTOMS: The user is reporting an issue with Uniflow Online. The error says: Could not send your print job to uniFLOW Online STEPS: 1. Open the uniFLOW icon from the system tray by doing a right click on its icon and selecting 'About'. 2. Click on Re-register. 3. In the same window click on the 'Reset location' option as well.4. If the issue is not solved, reboot the computer completely.5. Test with the user. LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Category: Devices Subcategory: Printers Configuration item: UNIFLOW ONLINE - PROD Resolution Notes: Uniflow app settings refreshed. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, corp, could, could not send your print job to uniflow online, english, file, job, job too large, kolodziejczak@eu, large, not, online, print, print job, send, smartclient, too, uniflow, uniflow file, uniflow large file, your
NaN
KB0050342
Navision - "Operation could not been terminated" with Citrix - if solved on L1
English
m.kolodziejczak@eu.corp.airliquide.com
34
Helmi MILI
Uncategorized
Published
2025-10-02 16:45:18
4
GIO Service Desk
NaN
#########
NaN
BAMEI - Navision - Application
NaN
NaN
NaN
3
2025-10-02 16:44:09
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User has "Microsoft Dynamics NAV " Operation could not been terminated. No connection available to the server, Close and reopen the application." in Citrix when they are trying to use Navision. POSSIBLE CAUSES: Sometimes when they run a lot of processes, the application is hanging and issue is related to Citrix profile BEFORE YOU START: Check if Citrix Workspace is installed. If not, ask user to install it from My IT Corner. -> my it assistance >> Citrix Workspace ( EU)Check if the user is using the correct link :https://mycitrix.apps.airliquide.com/Citrix/MyStoreWeb/Check if the user is member of the correct AD group ( in active directory under "member of" windows). TunisiaMoroccoPreprod 2016BIS-AMEI_SGG_NAV16_Citrix_DBIS-AMEI_SGG_NAV16MA_Citrix_DProd 2016BIS-AMEI_SGG_NAV16_Citrix_PBIS-AMEI_SGG_NAV16MA_Citrix_PPreprod 2009BIS-AMEI_SGG_NAVTN_Citrix_DBIS-AMEI_SGG_NAVMA_Citrix_DProd 2009BIS-AMEI_SGG_NAVTN_Citrix_PBIS-AMEI_SGG_NAVMA_Citrix_P STEPS: Check if user can see kill profile within Navision: Ask user to double click on "Navision 2016 PROD KILL" After test with Enduser again. LOGGING CATEGORISATION: Business service: relevant Navision module Configuration item: Navision 2016 MEA - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:South Africa ENTITY:BIS AMEI SYMPTOMS: User needs assistance to have the Webex Desktop Application installed. BEFORE YOU START: - Last year IT embarked on upgrading our VoIP telephony system from Shoretel to the Vodacom One Net Business application. Vodacom have advised that the One Net Application has now reached its end of life and will be replaced by Cisco WebEx for all Air Liquide users. For now One Net Application is still available, user can still use it until further information. KB0020193 - OneNet Business - requests or issues (AMEI - South-Africa) - Kindly note that the same One Net Username and Password credentials will be used for WebEx. Also please note for new users who require login credentials to the Telephony system -> please follow KB0048672 STEPS: Follow these steps to get started on the Mobile Application installation (only for staff with a mobile license) 1. If you have an Android mobile phone, go to the Play Store and search for Cisco Webex. Next, search and select the Webex app (NOT Webex meetings) and install iPhone users need to search for Cisco Webex on the App store and select Webex Business. Next, you will be prompted to enter your email address to complete the registration. The email address will be your 2787288xxxx@vodacom.com or 2787291xxxx@vodacom.com address previously sent to you 2. Login using your previous login details provided by Vodacom when using your old One Net Business application. Click Next 3. Enter your One Net Business password 4. If signed in correctly, the WebEx mobile app will open If user faces an issue to access Cisco Webex, please follow KB0025680. LOGGING CATEGORISATION: Business service: BAMEI-ONENET-SSA Configuration item: Vodacom OneNet Business - PROD Category: Application Subcategory: Installation / Deployment Resolution Notes: WebEx mobile app opening normally. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User`s IP is blocked by OKTA Threatinsight STEPS: 1. In the OKTA Admin Console, go to Reports > System Log 2. In the search field, enter the following (replace the IP with the user`s IP that you are investigating): eventType eq "security.threat.detected" and client.ipAddress eq "115.66.104.78" 3. Adjust the From-To dates to cover the largest time span 4. In case you see any results, assign the incident to GIO-SEC-AD-AUTHENTICATION SERVICES-L2 LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Bug / Defect Assignment group: GIO-SEC-AD-AUTHENTICATION SERVICES-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to request or manage a Loop roles. BEFORE YOU START: Below list of roles users can request : User (default role)Incident backlog viewer : To visualize the backlog of facility incidents logged on the siteIncident backlog manager : To modify, assign and manage all facility incidents logged on the siteCollaborators presence : To have access to the list of people registered on the siteVisitors presence : To have access to the list of visitors registered on the siteCorpoworking : To manage (accept or reject) corpoworking requests on the site Please Note : Requests are subject to validation from the admin of the Loop site. STEPS: 1. Log in to CARM 2. Go to My Access 3. Click on Loop. If Loop does not appears, click on the + button. 4. Select the roles you want to be assigned then click on Submit. A notification has been sent to the Admin of the site to approve or reject the request. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Assisted user with requesting/managing a Loop role via CARM. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to install new fonts. BEFORE YOU START: User should have the source of the font. STEPS: Open the font by double clicking on it and choose 'Install' (admin rights required) or copy paste file into control panel > Fonts folder with admin rights LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows AssistanceFor which topic: Windows feature In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC hostname Category: Device Subcategory: Operating System Resolution Notes: Fonts were installed to Windows TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The OKTA Verify software needs to be reinstalled due to any malfunction. STEPS: You can reinstall OKTA from - prod: g_01422_okta_okta-verify-prod_3.10.1.0_ml_16- Marimba offline tool: g_01422_okta_okta-verify-prod_3.10.1.0_ml_16- BBCA: g_01422_okta_okta-verify-prod_3.10.1.0_ml_16 LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Functional / Technical issue Resolution Notes: After reinstallation of Okta Verify, the user could authenticate by the desktop application again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User would like to connect to Nomhad. STEPS: The link to access to Nomhad is https://www.nomhadchronic.com/art/login.seam?maximize=true User has his/her own credential to connect. If it doesn't work, please ask the user to click on the button password forgotten, than user receives an email with the new password. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related line In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: Hostname of PC Category: Application Subcategory: Access / Rights Resolution Notes: Assisted user with connecting to Nomhad application. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
airliquide, chirol, com, connect, connect to nohmad, connect to nomad, connect to nomhad, connecting, connection, corp, english, guillaume, kolodziejczak@eu, nohmad, nomad, nomhad, wifi
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: User is facing a bug or availability issue with a PL-AL POLAND/PL-ALKAT Network Drive/Shared folder POSSIBLE CAUSES: User has no access or lost the access. In this case please check KB0044027 BEFORE YOU START: Please note that PL-AL POLAND/PL-ALKAT Network Drives/Shared Folders are not managed by CARM. STEPS: Created an incident and assign it to PL-AL POLAND-ONSITE-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of the PC Category: Cloud Infrastructure Subcategory: Access / Availability Assignment group : PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:AMER & EU ENTITY:ALL SYMPTOMS: The user submitted a request to delete softphone profile via My IT Corner. Direct Link : https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=cabc19541b36cd9c463b5205604bcbfe BEFORE YOU START: In this request, user will provide us with these information: Site of attachmentRequested for " The name of the person to which the profile to be deleted is assigned to ), his manager, phone number, email, location and entity.Type of order: he/she will select " delete a softphone profile"Current phone number: the current phone number assigned in Webex to the profile to be deletedIn comment/further information " if there is any information he/she wants to add to his request. For example Hello, please remove Webex accounts of this user. This service is no longer used). STEPS: 1. Open the related RITM/CATTASK ticket in the Unassigned queue or via user`s ticket history 2. Open the task and go to Item variables 3. Copy the email address of the user: 4. Go to Webex control hub ? Users ? Search with users email address: 5. Open the users account ? check the users information: Current phone number: you will find it in callingSite of attachment: under users name. 6. Click on Action ? Delete User: 7. You will get a message to confirm that you want to delete the users account, click on delete user and the account will be deleted. 8. Go back to MMS to close the request: Change the state from open to: Closed completeAssign the task to yourselfAdd a Closure information: example: "Users webex account has been deleted. NOTE: In case the CATTASK needs to be pended due to any reason, put the state of the request to "Planned with user". LOGGING CATEGORISATION: Business service: GIO-NET-Office Telephony Category: Application Subcategory: Account and Password Assignment group: L1.5 Resolution Notes: Users Webex phone has been changed. TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1.5
COUNTRY/REGION:EU ENTITY:ALL except BIS E&C SYMPTOMS: User needs to request a modification of his Concur account (fist name, last name, cost center, approver manager change, travel profile, expense profile, approval limits for managers) STEPS: Existing account is available from the Access section of your Carm account Current settings are displayed: -Login ID and email address -First and last names -Cost center -Manager -Travel profile -Expense profile -Approval limits for managers NAMES Given and Last names can be changed to match your passport information when issuing plane or train tickets: COST CENTERS Cost centers are retrieved from Carm, the field is compulsory and cannot be left blank: Cost centers can be changed, a check is done for its existence in the different ERPs (for Expense only): If those information are not there, that means that user cannot update them. User may contact the Local HR in order to do modification. 2. User transfer to another affiliate Concur account will be automatically transferred to your new entity if this entity is registered in the Concur instance regarding this procedure. Therefore, if the new entity is E&C or is located outside of Europe, your account will be deactivated. NB : please check that new cost center is correctly retrieved - When the transfer is done, user`s manager roles will be removed and user will be given the standard traveler role. - In case user needs a manager role, user will have to request the approver role and indicate the approval amount limit. - If user are relocated to an affiliate that does not use Concur expense, please make sure user does not have pending reports with previous entity before requesting the relocation. - If the account still cannot be removed under the other entity we request assistance from CARM team. 3. When a manager's account is created or updated in Concur retrospectively, the change of manager in Concur is not automatically done for the team members. The new button "Realign account" now allows the correction of the team members' profiles. This button will disappear for a couple of days until the change is done. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls to report battery/charger issue with Chrome OS. STEPS: Service Desk needs to verify the following information: Does the device power on? Yes Ask the user to connect the device to charger Press CTRL + ALT + T to launch CroSHIs the battery health above 65%? Yes Escalate to Field Services No Does the device have any physical damage? Yes - User will need to order a new deviceNo - Is the device under warranty? Yes - User needs to file a warranty claim through device manufacturerNo - User will need to order a new device Does the device power on? No Does the device power on or charge if connected to a different outlet?Does the device have any physical damage? Yes - User will need to order a new deviceNo - Is the device under warranty? Yes - User needs to file a warranty claim through device manufacturerNo - User will need to order a new device For other issues, please refer to the following website: https://support.google.com/chromebook/answer/6309225?hl=en If you need further information about the process: Contact your SD2 or TL LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Category: Devices Subcategory: Hardware Assignment group: Field Service TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User calls to report that emails/contacts/calendar etc. do not synchronize anymore. When the affected device was enrolled it worked for a while. STEPS: 1. Check if the end-user enabled any type of Power Savings feature on the device 2. If not, go to Workspace One console and perform a Synch Device In case the user has changed the password in Carm: 3. After password change the user needs to update the new password for Google: https://drive.google.com/file/d/1UEI4F-Y7zRpLs5bsjUdL1o_ipIvndni8/view?usp=sharing If the issue persists: 4. Reinstall Gmail or the affected google app5. Unenroll the device as per KB0013851 6. Generate new QR code as per KB0013840 7. Enroll the device again LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Application Subcategory: Functional / Technical Issue Configuration item: Workspace One Resolution notes: User confirms that Google apps are synchronizing properly again. Guide user to authenticate using Okta TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Useful Application / web links for Singapore users
English
m.kolodziejczak@eu.corp.airliquide.com
33
J'Rose MATUTINA-SC
Uncategorized
Published
2025-10-06 13:01:46
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
10
2025-10-06 13:00:20
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: Singapore ENTITY: All SYMPTOMS: Useful Application / web links for Singapore users STEPS: Description Link Remarks ParaDM / Contract Management System http://as-sg-dms/ParaDM/Home.do Finance / IM ALIS EHRM http://10.225.30.71/ess/Login.aspx HR - E-Eleave ALSG EHRM http://10.225.30.70/ess/ HR - E-Eleave E-Expense http://as-asc-eapps.as.corp.airliquide.com/expense/#/login My Store https://tomportal.apps.airliquide.com/tom/#/store?products=softwares Software REQ Portal LFT https://co-lftint-prod.apps.airliquide.com/courier/web/1000@/wmLogin.html? Large File Transfer LMS Portal https://airliquide.csod.com/client/airliquide/default.aspx Training / AL WIFI https://wifi.apps.airliquide.com:8443/sponsorportal/PortalSetup.action?portal=acbcf7a0-3a78-11e5-84d9-e86549748581 For MyDevice / Guest AC 1TimePass https://1timepass.apps.airliquide.com/ Add HP for 1timepass Usage VAS Healthcare Application: http://as-asc-gidapps2/Healthcare/VASing/hcweb Healthcare Application: VAS Doctor Portal: https://homecare.airliquide.com Doctor Portal: Gideon Web Link http://gideons.apps.airliquide.com/GideonsWeb/Index User Computer Assign & Data Trf https://docs.google.com/spreadsheets/d/1mupuy028weWbqUKDhRv1Qqp5TMYTAqI0nEMXFMHmIbU/edit#gid=0 Agent Mobile Apps for ServiceNow https://airliquidesandbox.service-now.com/idea_agent_app/?id=ideas_list&sysparm_module_id=agent ServiceNow https://airliquide.service-now.com/nav_to.do?uri=%2Fhome.do%3F RDP to VE Office for AC Setup and 2 STEP 172.17.94.235 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related line In case of blank ESS Incident submitted by the user: Business service: The one related to the application Configuration item: (if applicable) Category: Application Subcategory: Support / Assistance Assignment group (if not L1): L1 TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
ac, agent, airliquide, alis, alsg, application, apps, assign, com, computer, contract, corp, data, doctor, e-expense, ehrm, english, gideon, hardware, healthcare, kolodziejczak@eu, lft, link, links, lms, management, matutina-sc, mobile, office, paradm, paradm / contract management system\n alis ehrm\n alsg ehrm\n e-expense\n lft\n lms portal\n vas healthcare application:\n vas doctor portal: \n gideon web link\n user computer assign & data trf\n agent mobile apps for servicenow\n rdp to ve office for ac setup and 2 step, portal, rdp, rose, servicenow, setup, singapore, software, step, system, trf, useful, users, vas, ve, web
NaN
KB0049015
Mobile phone - SIM card assistance
English
m.kolodziejczak@eu.corp.airliquide.com
130
Hassen HOUAIDI
Uncategorized
Published
2025-09-30 15:28:28
4
GIO Service Desk
NaN
#########
NaN
BAMEI-Fixed and Mobile Phones
NaN
NaN
NaN
3
2025-09-30 15:25:59
#########
NaN
BAMEI-AREA-MGR
COUNTRY/REGION:Saudi Arabia ENTITY:BIS Home Healthcare SYMPTOMS: User from Saudi Arabia needs assistance with SIM card - Mobile Phone. BEFORE YOU START: Intelligent HUB is managed globally by Service Desk Follow: Intelligent Hub - Master KB (GLOBAL) - KB0014456 Any other issue NOT related to Intelligent HUB : managed by the onsite teams ( examples: PIN, PUK code for mobiles, 4G, ) STEPS: Redirect user to HR or to his/her manager LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related line In case of blank ESS Incident submitted by the user: Business service: BAMEI - Fix and Mobile Phones Category: Devices Subcategory: Accessories Resolution Notes: User was directed to contact his HR department to obtain assistance. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
airliquide, arabia, assistance, card, com, corp, english, hassen, houaidi, kolodziejczak@eu, mobile, mobile phone, phone, saudi, saudi arabia, sim, sim card
NaN
KB0024884
Windows - How to uninstall installed software
English
m.kolodziejczak@eu.corp.airliquide.com
144
J'Rose MATUTINA-SC
Windows - Storage / Performance
Published
2025-07-30 11:34:34
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
85
2025-05-27 11:38:50
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user is requesting to uninstall software from their PC STEPS: Get the software name from the userOpen http://bbcaeuconops.eu.corp.airliquide.com:8888/shell/info/getting_started.doLook for the software name, right click unsubscribe, uninstall and then delete itYou may also remote in to users PC using your ADM account and uninstall the software from Control Panel Reminder: Please make sure to get the justification on why users wants to uninstall the software, it should be stated in the ticket. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Devices Subcategory: Application Software Configuration item: Hostname Resolution Notes: Service Desk will uninstall the software from Marimba online TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, apac, com, corp, english, how, how to, installed, kolodziejczak@eu, matutina-sc, rose, software, uninstall, windows
NaN
KB0014950
Place2Share - How to reset password FOR EXTERNAL USERS
English
m.kolodziejczak@eu.corp.airliquide.com
59
Isabelle LAM
Uncategorized
Published
2025-09-29 13:56:27
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - PLACE2SHARE
NaN
NaN
NaN
42
2025-05-27 12:52:24
#########
NaN
GIO-EUS-DWP-L4
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: External (non-AL) user is calling regarding password reset for Place2Share. REMINDER: Internal user do NOT have password they have the automatic link connection STEPS: 1. From https://place2share.airliquide.com/ once the user have provided his username, the user has to click on "Forgot password". 2. User will receive on his/her email address (from step one) a link to reset their password.: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to self password reset for Place2Share In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - PLACE2SHARE Category: Application Subcategory: Account and Password Configuration item: PLACE2SHARE - PROD Resolution Notes: We informed the user how to reset an external users password. TICKET TYPE: Cattask ARTICLE TYPE: FCR TEAM: L1
Microsoft applications - unable to open due to Javascript error
English
m.kolodziejczak@eu.corp.airliquide.com
103
Maik GERHARDS
Uncategorized
Published
2025-07-30 11:34:26
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
34
2025-05-27 11:32:18
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User Received MS document via email or downloaded from internet for example Excel, Word etc., when try to open and edit, it says javascript must be enabled to use this application. Javascript must be active in order to use this application French: javascript doit être activé pour pouvoir utiliser cette application. English: javascript must be enabled to use this application. BEFORE YOU START: Before updating Java (as it implies financial consequences) please download and install Amazon Corretto: https://docs.aws.amazon.com/corretto/latest/corretto-21-ug/downloads-list.html. STEPS: Go to Internet options. (you can access it via internet explorer from the wheel gear on the top left corner, or directly go to start menu and type 'Internet options' in the search box) Internet options > Security > Make sure the internet icon is selected and click on the Custom level > in the next windows (Security Settings - Internet Zone) click to enable Active Scripting in the script section. 1.In the web browser menu, click the "Tools" icon (which looks like a gear) or Tools and select Internet Options. 2.When the "Internet Options" window is opened, select the Security tab 3.Under the "Security" tab, make sure the Internet zone is selected, and then click "Custom Level ..." button. 4.In the Security Settings - Internet Zone dialog box, click Enable for Active Scripting in the Script section. 5.When the "Warning" window opens and asks you, "Are you sure you want to change the settings for this area?" Yes. 6.Click OK at the bottom of the Internet Options window to close the dialog box. 7.Close and reopen the document. For website just click on refresh to execute the scripts. LOGGING CATEGORISATION: Business service:GIO - EUS - UWP - Windows OS Configuration item: Computer hostname Category: Application Subcategory: Bug / Defect Resolution Notes: After Java troubleshooting, the MS Office application started up. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user contacted to request groups to be deleted as they do not support HR anymore. BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. If the issue is being raised by any other user: User should be guided to open a request in MyHR/Workspace portal STEPS: Create an incident ticket and assign it to GIO-ITSM DXC Third Party Maintenance Team. LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance Team TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Network - Wifi - multiple users are unable to connect to AirLiquide-Corporate with AL PC
English
m.kolodziejczak@eu.corp.airliquide.com
485
Pierre BANSILLON
Network / Connectivity
Published
2025-07-30 11:44:36
6
GIO Service Desk
NaN
#########
NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
204
2025-04-18 11:36:35
#########
NaN
GIO-NET-SUPPORT L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Multiple users on site cannot connect to AirLiquide-Corporate wifi network. It is not available, cannot see AirLiquide-Corporate on Airliquide laptop (Windows OS). STEPS: Open a P2 incident by applying the template "GLOBAL - Network Connectivity Issue" and assign it to GIO-NET-SUPPORT L1. LOGGING CATEGORISATION: Business service: GIO-NET-Site Connectivity Configuration item: Hostname Category: Network Subcategory: No Internet / Intranet access Assignment group: GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-NET-SUPPORT L1
COUNTRY/REGION:SOUTH AFRICA ENTITY:BIS AMEI SYMPTOMS: User needs access to OCR Readsoft application. BEFORE YOU START: This is a character recognition (scanning) application that interprets Navision invoices deploying this in South Africa (Tunisia later, then GCC countries) STEPS: Create an Incident ticket, and assign it to BAMEI-HUB-OCR-L2 LOGGING CATEGORISATION: Business service: BAMEI - OCR Navision Configuration item: OCR Readsoft - AMEI Category: Application Subcategory: Access / Rights Assignment group (if not L1): BAMEI-HUB-OCR-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
access, account, africa, airliquide, com, corp, english, helmi, kolodziejczak@eu, login, mili, navision, ocr, ocr readsoft, readsoft, request, south, south africa
NaN
KB0051115
myIT corner- Impacted application not available on the drop-down list
English
m.kolodziejczak@eu.corp.airliquide.com
19
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-30 11:08:59
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
2
2025-07-01 12:08:06
#########
NaN
GIO-PCI-ITSM-Global Process Manager
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is reporting that they cannot see the impacted application on the drop-down list when creating ticket via myIT corner. They are getting the below. POSSIBLE CAUSES: User has changed the entityEntity does not have subscription to the service offeringNeed to confirm if the entity can subscribe to service offering BEFORE YOU START: Check with the user if this is first time that they are creating ticket and getting this errorConfirm with the user if they have recently change the entity STEPS: Gather all the informationCreate Incident ticket and assign to the support team LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support Assignment group (if not L1): BAP-ITSM-Local Process Managers TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: LPM
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Users are experiencing an issue such as:- slowness- Unresponsiveness- Unexpected behavior- On screen Errors- missing buttons- buttons that dont work as they should- any error messages visible in the application- or any other error that happens when interacting with the webpage related to Google Apps. STEPS: 1. Try from Chrome Incognito Window. (CTRL+SHIFT+N)https://support.google.com/chrome/answer/95464 2. Gather and attach to case, Screenshots of browser info https://toolbox.googleapps.com/apps/browserinfo/ (Upper and lower sections) 3. Try disabling all browser extensions, copy the following and paste it in Chrome browser navigation bar If this works, ask the user to enable them one by one and test to isolate the conflicting extension. https://support.google.com/chrome_webstore/answer/2664769 4. Clear browser cache and cookies and reopen Google Chrome.https://support.google.com/accounts/answer/32050 5. If the issue is isolated to a specific Drive document, ask the user to share a copy of the document where the issue reproduces with edit rights with wwgio-dwp-kite-l2@airliquide.com and provide the link to the file in the case. 6. If the steps above did not help please gather and attach to the case a Video Reproducing the issue in full screen from Incognito Window. You can use this authorized tool https://toolbox.googleapps.com/apps/screen_recorder/ .KB0025289 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Functional / Technical Issue Configuration item: Google Suite - PROD Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, apps, behaviour, calendar, com, corp, drive, english, error, functional, gmail, google, google apps, harold, issues, kolodziejczak@eu, meesage, on, ousset, screen, slowness, tools, unexpected, unresponsive, unresponsiveness
NaN
KB0019112
TimeButler - Access and functional issue
English
m.kolodziejczak@eu.corp.airliquide.com
33
Maik GERHARDS
Uncategorized
Published
2025-10-06 10:02:39
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
27
2025-10-06 9:59:17
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling because he/she has a question about TimeButler BEFORE YOU START: What is TimeButler? Timebutler is an online absence planner with which absences of employees of a company can be conveniently managed. How can the user login? AL network connection is necessary and user account must be created. The accounts are automatically generated in TimeButler. Roles: Employee: Entering and managing absences, displaying own and others' absences, etc.Manager: same rights as employee, but in addition: release management for the employees assigned to the managerAdministrator: Same right as manager, but in addition: managing basic settings for TimeButler and maintenance of leave locks STEPS: I. Login: The login to TimeButler is done via http://saeu-avacp01:8080/login/ AL network connection is a MUST! Email = firstname.lastname@airliquide.com Password = password will be assigned individually by TimeButler. II. Functional issue: In case of Functional issue in TimeButler, please redirect the user to Mario Giering, who is the owner of the application. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go For which Topic: IT manager or related line In case of blank ESS ticket: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Application Subcategory: Support / Assistance Resolution notes: Service desk will guide the user to contact the owner of the application for assistance TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
access, airliquide, butler, com, corp, english, functional, gerhards, kolodziejczak@eu, maik, time, time butler, timebutler, timebutler access
COUNTRY/REGION:Poland ENTITY:BIS E&C SYMPTOMS: User is calling to report a network issue from E&C Krakow. Multiple users affected by Wifi/WAN issue. SCOPE: Entities: PL-EC-KRASites: PL008 BEFORE YOU START: Please ask: current location of a user (Country, City, Street address) to determine which AL site is affected(please bare in mind that a user maybe in business trip in other site [normally E&C users travels a lot])how many users are affected. STEPS: Create incident and assign it to GIO-NET-SUPPORT L1. LOGGING CATEGORISATION: Business service: GIO - NET - Site Connectivity Category: Network Subcategory: Access Issue Assignment group (if not L1): GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Egypt ENTITY:BIS AMEI SYMPTOMS: The user reports an issue with Yango application cost center. STEPS: Create an incident and dispatch it to BAMEI-EGYPT-LOCAL-APPS-L1 LOGGING CATEGORISATION: Business Service: BAMEI-Egypt-Local Business ApplicationsSituation: Access [Incident] Category: Application Subcategory: Support / Assistance Assignment group: BAMEI-EGYPT-LOCAL-APPS-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, amei, center, com, corp, cost, cost center, egypt, english, kolodziejczak@eu, yango
NaN
KB0024521
Network - network issue management
English
m.kolodziejczak@eu.corp.airliquide.com
98
Lukasz KACZMARCZYK
Network / Connectivity
Published
2025-07-29 18:11:25
5
GIO Service Desk
NaN
#########
NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
23
2025-05-27 11:29:58
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:EU ENTITY:PL-AL POLAND/PL-ALKAT SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to report the the network is down or slow. BEFORE YOU START: Identify and confirm how many users are affected. STEPS: In case 1 user is affected: Follow KB0013547 - No network connection - 1 user only (GLOBAL) In case multiple users are affected: LAN and WIFI issue - Assign incident to GIO-NET-SUPPORT L1WAN issue - It is supported either by GIO or Locally. In the first place, assign incident to GIO-NET-SUPPORT L1. In case the Net Support team confirms it is not managed by them, reroute the ticket to PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Business service: GIO - NET - Site Connectivity Category: Network Subcategory: No Internet / Intranet Access Assignment group: GIO-NET-SUPPORT L1 / PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Google Shared Drives - User Cannot Access File or Folder
English
m.kolodziejczak@eu.corp.airliquide.com
219
Harold OUSSET
Uncategorized
Published
2025-07-30 6:12:03
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
85
2025-05-09 13:02:49
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she is unable to access a file/folder on Google Drive. POSSIBLE CAUSES: The given file or subfolder is not shared with the user. BEFORE YOU START: Please note: The reason is that while the user has permissions to see the folder itself, it does not mean that the user will have access to see the missing subfolders/files inside. They have to be shared with the user separately. STEPS: The owner or a colleague with edit permissions on those folders has to check the sharing settings and make sure that they are shared with the affected user or group that the user belongs to. To avoid further issues like this, it is recommended to manage the folders permissions using Google Groups and not adding the users to the folders individually. To see more details about Drive sharing follow KB0013095 Another way to solve this issue would be to use Shared Drives, instead of Folders in My Drive: follow KB0013092 and KB0013093 *In case user cannot detect the owner of the folder shared with them we need the path of the shared drive and we send incident to Kite L2. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to the owner of the folder. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Access / Rights Configuration item: Google Drive Resolution Notes: We informed the user about Google Shared Drives access. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
Hardware - Mouse and keyboard plugged to docking station stopped working
English
m.kolodziejczak@eu.corp.airliquide.com
258
Maik GERHARDS
Uncategorized
Published
2025-07-30 11:34:28
5
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
145
2025-05-02 12:55:35
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Mouse and keyboard plugged to docking station stopped working. STEPS: 1. First unplug and plug back to a different USB port in the docking station, see if it's working 2. If not working, try plugging in to the PC. If it is working here the problem could be the docking station driver.Update the docking station driver 3. If still not working, Under device manager USB Root Hub drivers to be re-installed LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Accessories Resolution Notes: Service desk will assist the user to check the hardware installed on the device manager and assist with resolution TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, connected, corp, docking, english, external, external keyboard mouse connected to docking station stop working, gerhards, global, guest, hardware, keyboard, kolodziejczak@eu, maik, mouse, plugged, station, stop, stopped, working
NaN
KB0044830
My IT Corner - Prepare a PC for a new user (Transfer AND Reimage/Reconfigure a pc)
English
m.kolodziejczak@eu.corp.airliquide.com
513
Sabrina DERFELLOU-SC
Uncategorized
Published
2025-09-29 14:51:59
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
252
2025-04-18 11:59:32
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls regarding a pc that will be used by another user or by a new employee and it needs to be transferred and (re)configured. One of the cases is when user might currently use 32 bit system and he needs 64 bit. STEPS: Open an Interaction ticket, then select ´Open Request´ and search for the request 'Transfer a computer'. Fill out the request with necessary information and submit it. If user wants the pc to be reimaged as well, make sure you choose Yes for the option. See below: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: 'Transfer a computer'. Request details: Device reference: Hostname/Service Tag of PCNew assigned to: The new user who will be using the PC In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Hardware Resolution Notes: Transfer a Device form submitted.
airliquide, com, computer, corner, corp, derfellou-sc, english, hardware, kolodziejczak@eu, my, new, pc, prepare, reconfigure, reimage, remaster, remasterization, sabrina, transfer, transfer a pc
NaN
KB0049527
Mobile phone - keeps ringing without any end
English
m.kolodziejczak@eu.corp.airliquide.com
8
Emmanuel DELORT
Uncategorized
Published
2025-09-30 15:25:12
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
0
2025-09-30 15:18:47
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Mobile phone - keeps ringing without any end POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. STEPS: Ask user to reboot device and test. If KO, redirect user to his manager as it's out of scope. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related line In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Accessories TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to have access to ITSM. BEFORE YOU START: 1: User has to make the request in Carm, checking a colleague's access rights to be able to choose the correct desired role (see print screen below). 2: User's manager has to make a request in MY IT Corner under GIO, Transversal Services, ITSM as a Service. STEPS: First step: 1 - User has to make the request in Carm, under New Access tab by selecting "request new access" (see print screen 1A) then click on + button (see print screen 1B) 1A 1B 2 - Scroll down to MMS IT Roles or search for it (see screenshot 2A) and click on it, choose the Desired role by checking a colleague's access rights in order to choose the correct desired role (see print screen 2B). The desired role is usually Basic ITSM, but there are exceptions. Ask user to write a short justification as it is obligatory. Then request can be submitted. 2A 2B Second step: 1.User's manager has to make a request for the user in in Manage My Service (MMS, SNOW) Home > All Catalogs (IT for IT/End USER) > IT Performance > ITSM as a Service 2. Add/remove user from a Manage My Service group. 3. Completing request with the last steps and information. Important: If the user has no access to the above link, advise them to contact their manager/supervisor to submit the request on their behalf. LOGGING CATEGORISATION: Request: Show where to go IT Manager or related line or CARM Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Advised the user to submit a GIO Request TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
access, airliquide, azerrad, com, corner, corp, english, itsm, itsm access, kolodziejczak@eu, laurence, manage, manage my services, mms, mms it roles service now, my, now, request, roles, service, services, snow
NaN
KB0048323
OneNet Business - any request
English
m.kolodziejczak@eu.corp.airliquide.com
50
Debbie SMITH
Uncategorized
Published
2025-10-06 9:53:10
4
GIO Service Desk
NaN
#########
NaN
BAMEI-ONENET-SSA
NaN
NaN
NaN
3
2025-10-06 9:21:24
#########
NaN
BAMEI-SOUTHAFRICA-L2
COUNTRY/REGION:South Africa ENTITY:ALL SYMPTOMS: User calling for any request or issue related to ONeNet Business E.g.- setup- account creation BEFORE YOU START: Shoretel is decomissioned and replaced by Onenet Business. If user is facing an issue, please follow KB0020193. STEPS: It is a local app in South Africa. ONeNet Business is a Telephony systen and solution for fix phones. Perform basic crosschecks: to check the network connection of the site, of the pc.Basic network troubleshootingCollect all information: issue description, request description, OneNet Business extension, note down all details. Currently all requests and issues managed by the local team : Assign incident to resolver group: GIO-EUS-SD-AMEI-L1.5 > GIO-EUS-FS-SOUTHAFRICA-L2 Last year IT embarked on upgrading our VoIP telephony system from Shoretel to the Vodacom One Net Business application. Vodacom have advised that the One Net Application has now reached its end of life and will be replaced by Cisco WebEx for all Air Liquide users. For now One Net Application is still available, user can still use it until further information. KB0025680 - CISCO WEBEX - requests or issues (AMEI - South-Africa) LOGGING CATEGORISATION: Business service: BAMEI-ONENET-SSA Configuration item: Vodacom OneNet Business - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 >>> GIO-EUS-FS-SOUTHAFRICA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
adhoc, airliquide, any, business, com, corp, debbie, english, extension, kolodziejczak@eu, net, one, one net, onenet, request, set, shoretel, shoretel extension, shoretel issue, shoretel set up, smith, up
NaN
KB0020457
NEXU Tunisia - Token Request
English
m.kolodziejczak@eu.corp.airliquide.com
18
Hamza ELHADJALI
Uncategorized
Published
2025-10-03 11:27:09
4
GIO Service Desk
NaN
#########
NaN
BAMEI-Tunisia-Local Business Applications
NaN
NaN
NaN
5
2025-10-03 11:24:12
#########
NaN
GIO-EUS-SD-AMEI-L1
COUNTRY/REGION:Tunisia/AMEI ENTITY:All SYMPTOMS: User is requesting a new Token for NEXU BEFORE YOU START: This guide is intended for directors of the Air Liquide Tunisia group, authorized to sign bank transfers under the bank's portal. This guide will allow you to update the NEXU certificate. - AL computer - Internet connection - A token issued by ANCE Tunisia (TUNTRUST) - A BTNET pro account (authorized to sign bank transfers) STEPS: For the Token request via the TUNTRUST please ask user to contact his Treasury Manager or CFO ( Chief Financial Officer) - he is the responsible person to assist user. and the below information can be shared with Enduser. TUNTRUST/TUNEPS- Token request/enrolment (AMEI - Tunisia) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related line In case of blank ESS Incident submitted by the user: Business service: BAMEI-Tunisia-Local Business Applications Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Asked the user to contact his Treasury Manager or CFO ( Chief Financial Officer) ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EUROPE ENTITY:BIS EUROPE SYMPTOMS: User needs assistance with accessing the Concur application on mobile phone. BEFORE YOU START: Referring on https://docs.google.com/presentation/d/1_MSe10xIiGB3jN5qd2Snd2tUrhrTxRK_sulXk71JRgg/edit#slide=id.ge02bf5846c_1_1 The group's security policy allows the use of a private smartphone only if it has been previously enrolled in Intelligent Hub with Mixed Usage. The technology used by SAP Concur for credential authentication is not compatible with the PC version of the tool! The application only allows you to create and send your expense reports, as well as to consult the history. Your profile data cannot be displayed or modified! STEPS: 1. VERIFY EMAIL ADRESSE Ask user to access his/her account on PC and under profile click on smartphone activation. If the email address is not verified in Concur profile user cannot user Concur in Smartphone. 2. Download and install application on your phone. Latest version present in the Console of Intelligent Hub. Version 9.109.1. 3. Put your email adress and click on forget password option. If the user doesn't know the password he can click on forget password button. Be aware that the user's email adresse should be "verified" in Concur to be able to receive the password reset link. 4. User receives a password reset email in his/her mailbox 5. User resets his/her password. Important, the link sent by Concur to create a password sometimes doesn't work immediately, if it does, you have to wait until the next day to create your password. 6. Login either by Okta SSO or SAP Concur Password Please note: SAP Concur Password will require an additional Two-factor Authentication To login, first Google Authenticator has to be installed on user's mobile phone.At the first connection, the user has to enter the login and password, and then a QR Code is displayed.User has to scan it with Google Authenticator, then to enter the Authentication code generated by "Google Authenticator" for each connection. Troubleshooting:If the user has verified the email address and receives the email to reset the password, but is unable to open the link due to the following error:1. Ask user to open the link from his phone's browser instead of Google Chrome or Microsoft Edge. 2. Wait 24 hours if the link does not work LOGGING CATEGORISATION: Business service: Travel expense management Configuration item: E-Expense Concur SaaS - PROD Category: Application Subcategory: Account and Password Resolution Notes: Assisted user with accessing the Concur application on their smartphone. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: HR user has any issue with the financial closing of the month within Navision 2009 STEPS: Redirect user to My IT Corner to raise request "NAVISION - Other Request" Path for the request: Home >> myITCorner Catalog >> Applications >> Business Application >> NAVISION - Other Request (Choose your Request Option: User posting period; Company Name: GASAL (NAV 2009) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: BAMEI - Navision - Account and Finance Configuration item: Navision 2009 - MEA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: We guided the user to raise the request in MyItCorner. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User reports that a script process is hanging in Navision. BEFORE YOU START: FAQ questions -> User knowledge bases in My IT Corner: My IT Corner: https://airliquide.service-now.com/myitcorner?id=al_search&t=al_kb&q=navision STEPS: !!Always make sure that the ticket contains all the necessary information for resolution!! (E.g. Order number and/or client id and/or PO number and/or transaction code) how many users affecteddo basic troubleshooting (restart Navision)restart computerin case of web application: do basic web troubleshooting Also make sure that the ticket contains a full screenshot of the Error Message when possible! LOGGING CATEGORISATION: Business service: Depending on the department (ask user!) - BAMEI - Navision - Account and Finance - BAMEI - Navision - Procurement - BAMEI - Navision - Sales - BAMEI - Navision - Logistic and Supply Chain - BAMEI - Navision - Production - BAMEI - Navision - Health Care Configuration item: Navision 2016 - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAMEI-HUB-NAVISION-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
CUP11 - Cumulative Update for Windows 11 Version 23H2 for x64-based Systems (KB5051989)
English
m.kolodziejczak@eu.corp.airliquide.com
197
NaN
Windows - Storage / Performance
Published
2025-09-29 12:51:54
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
43
2025-04-18 13:14:18
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User receives an error message notification (red dot on the task bar) with Cumulative Update for Windows 11 Version 23H2 for x64-based Systems (KB5051989). POSSIBLE CAUSES: CHG0221251 aimed to temporarily allow Automated Windows update access to selected population via GPO that had to be stopped due to issues. More info in KB0054578. BEFORE YOU START: Ensure that the user is only experiencing the Windows Update pop-up and that no other issues are related to it. STEPS: Ensure that the user is only experiencing the Windows Update pop-up and that no other issues are related to it. The ticket can be closed if there is no related issues. Note: For further questions or issues please reach out to GIO-EUS-SD-EUROPE-L1.5. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System Assignment group: For EU/AMEI: GIO-EUS-SD-EUROPE-L1For AME: GIO-EUS-SD-AME-L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls for assistance on how to switch Gmail offline mode on. BEFORE YOU START: Offline mode lets you read messages, edit files and manage your agenda when you dont have an Internet connection. Any changes you make will be automatically updated or synchronized when youre back online. STEPS: 1. Oen Gmail Offline from launcher. 2. Verify that you are not using a public or shared device to configure Gmail Offline.Marke Allow offline Mail and move forward by clicking on Continue. 3. Now you E-Mails will be synchronized. 4. Click the Gear icon in the upper right and configure how long in past your E-Mails will be synchronized. Choose a month. You can also set the Vacation Responder here.Click Apply and your Emails (one month in the past) can be used offline. 5. If you are offline, it looks like (left: Gmail Online right: Gmail Offline): If you write E-Mails offline, they are in the outbox folder. When you getting online, they will be sent directly. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Configuration item: Hostname of the Chrome OS Device Category: Application Subcategory: Support / Assistance Resolution Notes: Gmail offline mode was configurated TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS: IT needs to setup the Yubikey for the user. STEPS: 1. Go to your OKTA admin Dashboard (https://air-liquide-admin.okta.com/admin/dashboard) and search for the user. After you on the users page click on More Action and click on Enroll FIDO2 Security Key. 2. Click on Set up. A pop up window comes (Security key setup) and click on OK. 3. Click on OK again in the pop up window (Continue setup). After that the user needs to insert the Yubikey and type in a new PIN. 4. Pop up window will ask the user to touch the security key. After the user touched it the setup is done. In the OKTA window click on Set up later. 5. The Yubikey is ready. The user can access the Okta dashboard and can check it in the Settings. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment Assistance Request details: Device Type: YubikeyReason: New Device In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: We helped the user to setup Yubikey. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
Google Sheets - Shared file link cannot be opened by other party
English
m.kolodziejczak@eu.corp.airliquide.com
57
NaN
Uncategorized
Published
2025-05-27 12:47:03
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
9
2025-05-27 12:42:20
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Shared file cannot be opened by other party, although file has been shared to all AirLiquide or specific user(s) POSSIBLE CAUSES: Although the file has been shared, the file (probably newly created/copied), there is still a missing field alert ribbon (light green coloured) "To comply with policies, fill in missing fields" , STEPS:(ACTION TO BE TAKEN BY THE FILE OWNER) Press "Fill in required Fields" [Labels] pane will shows from the right In "Review Needed" box, select accordingly 4. Once completed, it will show Review Completed5. Guide user to check if the other party can access the file again now. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance Request details: Google app: SheetContext: accordingly In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Support / Assistance Configuration item: Google Suite - PROD Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Cattask ARTICLE TYPE: FCR, Assignment TEAM: L1
airliquide, com, corp, english, file, google, google sheet; spreadsheet; google suite; file sharing; shared file; review needed; labels; green ribbon; google sheets; sheets, green, kolodziejczak@eu, labels, link, needed, opened, other, party, review, ribbon, shared, sharing, sheet, sheets, spreadsheet, suite
NaN
KB0020273
Issue to access to COMPASS from AL R&D page Useful Application page (R&D)
English
m.kolodziejczak@eu.corp.airliquide.com
13
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-07-23 9:10:07
5
GIO Service Desk
NaN
#########
NaN
BCF - R&D - Finance
NaN
NaN
NaN
2
2025-07-01 12:45:53
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: From AL R&D page Useful Application page [https://site.airliquide.com/rd/toolboxes/useful-applications], User Click for Compass link [https://compass.apps.airliquide.com/prod/], Login page appears with the Login button. Normally, when user clicked the login button, user will be redirected to the page without needing any password, but this time, below error appears. An error occurred Please ask an administrator to look at the application event log BEFORE YOU START: From the log of ADHOC0284971, COMPASS can only be accessed via IE Info from https://docs.google.com/spreadsheets/d/1YKWH_Hw8z3QU7vkBL_9eywAqsg2DqrAI/edit#gid=144418750 STEPS: From the log of ADHOC0284971, User must open the link from IE (TEMPORARY SOLUTION) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Guide user to open the link from IE browser accordingly ARTICLE TYPE: Process, FCR TEAM: L1
Mobile Telephony Saudi Arabia - Service provider issue
English
m.kolodziejczak@eu.corp.airliquide.com
16
Najeeb KELOTH
Uncategorized
Published
2025-09-30 16:15:20
4
GIO Service Desk
NaN
#########
NaN
BAMEI - Fix and Mobile Phones
NaN
NaN
NaN
1
2025-09-30 16:13:21
#########
NaN
BAMEI-AREA-MGR
COUNTRY/REGION:Saudi Arabia/AMEI ENTITY:AMEI SYMPTOMS: User is in Kingdom of Saudi Arabia reporting a service provider issue. STEPS: Create an incident and assign in to the Onsite Support. Assign ticket to GIO-EUS-SD-AMEI-L1.5 LOGGING CATEGORISATION: Business service: BAMEI - Fix and Mobile Phones Configuration item: Mobile device hostname Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to request account creation for the Optimal Portal application. STEPS: Create and incident ticket and assign it to PL-AL POLAND-TELEMETRY-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: OPTIMAL PORTAL - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): PL-AL POLAND-TELEMETRY-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: Cegid app is not staring at all. The user click on the Cegid icon and the downloaded file is not opening. Link of Cegid : https://rhp-cloud.cegid.com/Citrix/ST110400PWeb/receiver.html POSSIBLE CAUSES: Citrix receiver is not installed or corrupted BEFORE YOU START: Check in Control Panel if Citrix Receiver is installed or no. STEPS: If Citrix receiver is not installed : Request the installation as per : KB0011931 If Citrix receiver is installed : Repair the package via BBCA, if not working install again the package via BBCA, PROD SERVER or MARIMBA TOOL : follow KB0013143 If the issue is not related to how Citrix is installed, clear cookies and cache, delete temporary files and reboot PC. LOGGING CATEGORISATION: Business service: BHC - Other applications Configuration item: Hostname Category: Application Subcategory: Bug / Defect Resolution Notes: User can access to Cegid after Installing/Repairing Citrix Receiver. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU except FR ENTITY:VITALAIRE SYMPTOMS: Homes support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) Homes is Data acquisition system targeted for the homecare market, developed for Air Liquide VitalAire. The homecare market consists in the delivery and maintenance of medical equipments related to respiration sicknesses or gazeous medication (Oxygen bottles, Oxygen concentrators, CPAP devices ) At the difference of industrial business, clients are exclusively private patients in this case. Homes is deployed on 4 countries : Belgium, Italy, Spain & Portugal with more or less 800 active users and 1 150 PDA The main goal fulfilled by Homes are the following ones : ? Assets tracked with unique barcode all along lifespan ? Goals: Traceability, Safety & Efficiency ? Increase efficiency & level of services ? Reduce manual administrative operations & share data with ERP ? Visibility & tracking on homecare assets ? Paperless, all document are digitized on the PDA (eDN, Checklist, safety pictures) Macro view of functionalities covered by Homes Server architecture Homes is hosted on AWS Managed Account User access: It is managed directly in Homes application, there is no link with Carm or Active Directory. In consequence it is a local application authentication. Access administration is performed through Homes Web Console. Open an Intake and assign it to ALZ-EU-GCS-Returnable Asset-L2 Homes application has 2 modules : One for Zebras PDA, it an Android ApplicationOne Web site for the administration of the user + configuration / customization of the application Homes Web Console url : https://homes.apps.airliquide.com/Homes.Chorus.WebXX40/login.aspx Replace XX par the 2 letters of the country BE for Belgium, ES for Spain, It for Italy and PT for Portugal For the PDA part there is no web site, it is an Android application deployed by MobiControl. There are 2 models of PDA : Zebra TC56Zebra TC57 If the user request is about device BREAK AND FIX/ HARDWARE ISSUE (at ALIZENT it is called RMA), please open an INC, collect the user contacts, Postal address to send the new device, the Serial number of the faulty device and assign the INC to ALZ-EU-GCS-Returnable Asset-L2 STEPS: 0. Redirect end user to the KEY USERS: KB0025303 - HOMES - any issue (IT-ITALY VITALAIRE) KB0042432 - HOMES - Portugal PDA issues KB0019569 - HOMES - Gasmedi PDA issues Otherwise, follow the below steps: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, Assess the priority 4. Assign the ticket to the hub support group: ALZ-EU-GCS-Returnable Assets-L2 LOGGING CATEGORISATION: Business service: ALZ - Returnable Asset Configuration item: ALZ Homes - PROD Category: Application / Devices Subcategory: Accordingly Assignment group (if not L1): EU/AMEI: ALZ-EU-GCS-Returnable Assets-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to upload folders in Shared drive. Note: Shared drive is a new section within Google Drive. Team Drive are shared collaborative spaces with a focus on teams. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: To create a new folder, please follow KB0013094. STEPS: How to upload new folder: 1. Open Drive 2. To the left, click on the Shared drive 3. Click New ? Folder upload 4. Browse for the folder, then click OK LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: DriveContext: Assistance about shared drive In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to update a folder in a shared driver. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
airliquide, com, corp, drive, english, folder, folders, google, google drive, harold, kolodziejczak@eu, ousset, shared, team drive, update, update folder, upload
NaN
KB0034532
MyGasTracking - functional issue
English
m.kolodziejczak@eu.corp.airliquide.com
7
Marine PEREZ
Uncategorized
Published
2025-10-02 16:29:20
4
GIO Service Desk
NaN
#########
NaN
Customer & Distributor Data Management and Invoicing
NaN
NaN
NaN
1
2025-10-02 16:28:42
#########
NaN
BEU-SALES-SAP
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has experienced an issue with the application MyGasTracking. STEPS: Create an incident and assign it to ALZ-EU-Servitrax-L3. LOGGING CATEGORISATION: Business service: Customer & Distributor Data Management and Invoicing Configuration item: MyGasTracking - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): ALZ-EU-Servitrax-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Now Mobile access to My IT Corner on the Smartphone - Issue at the authentication process
English
m.kolodziejczak@eu.corp.airliquide.com
52
Laurence AZERRAD
Uncategorized
Published
2025-10-03 11:39:41
4
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
0
2025-10-03 11:39:12
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is facing an issue at the authentication process to access MyITCorner directly from his mobile device. STEPS: If the steps on KB0018804 do not solve the issue, create the incident and assign it to GIO-PCI-ITSM-Global Process Manager. LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-PCI-ITSM-Global Process Manager TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
access, airliquide, authentication, azerrad, com, corner, corp, english, incident, issue, kolodziejczak@eu, laurence, mobile, my, myitcorner, myitcorner on phone, myitcorner on smartphone, now, now mobile, phone, process, smartphone
NaN
KB0032479
OKTA - how to change language on the end-user dashboard
English
m.kolodziejczak@eu.corp.airliquide.com
10
Mehdi GASMI
OKTA / Mobile Enrollment
Published
2025-10-03 12:53:43
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
2
2025-10-03 12:52:57
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to change the language of the OKTA Dashboard (login.airliquide.com) STEPS: 1. Log in to login.airliquide.com 2. Click on the name then go to Settings.3. Click on Edit profile.4. User might have to authenticate again with OKTA.5. Click on Edit next to the Display language.6. Select the language from the drop-down menu then click on Save. The page will be automatically refreshed. LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: SD assist user to change the OKTA's language preference from the setting options ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User contacted us to have information about his/her Windows account. POSSIBLE CAUSES: User is a new hire or is trying to connect to a new computer with windows account (has an error message about username or password incorrect). BEFORE YOU START: Users must always be connected to the Air Liquide network (LAN, Wi-Fi or VPN) when trying to connect to a new computer with Windows credentials. STEPS: If user is a new hire and is asking for Windows username or Air Liquide email.If user has an error message (username or password is incorrect) when try to login in Windows account, verify the Windows username that the user is typing. Open AD and search for user in Entire Directory and open user properties: General tab for Air Liquide email: Account Tab for Windows username: LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Devices Subcategory: Support / Assistance Resolution Notes: Provided user email/username, user was able to access to his/her account. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
account, airliquide, cannot log in to the pc, com, computer, computer login, corp, email, english, gerhards, hardware, incorrect, information, kolodziejczak@eu, log, login, login information., maik, name, password, pc, request, software, the user name username or password password is incorrect, username, windows, windows information request, windows request
NaN
KB0016135
ALTO - account creation request
English
m.kolodziejczak@eu.corp.airliquide.com
155
Maxence PUTON
Uncategorized
Published
2025-08-01 15:25:01
4
GIO Service Desk
NaN
#########
NaN
Bulk Supply Chain & Mobility
NaN
NaN
NaN
31
2025-08-01 15:17:21
#########
NaN
BEU-BOSM-SUPPLY CHAIN
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that he/she would like to request the creation of an ALTO account. STEPS: ALTO users and ALTO Mobile drivers are created in ALTO by the ALTO key-users of each country(ies) / "distribution organization". The ALTO key-users have local admin rights in the system allowing that. The "distribution organization" is an Air Liquide enterprise organizational concept, describing an organization of delivering a part of the bulk businesses (often geographic or by product category). See the list. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related lineExplanation: Guided user to ALTO key user In case of blank ESS Incident submitted by the user: Business service: Bulk Supply Chain & mobility Configuration item: ALTO EUROPE - PROD Category: Application Subcategory: Access / Rights Resolution Notes: User was assisted on how to create an ALTO account. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user can't start the Ivanti Client/Program and receives an error message during startup, this means the installation is corrupted. "Windows could not start the Ivanti Network Service service on Local Computer. Error 2: The system cannot find the file specified." OR the Ivanti window does not appear at all without any error message. STEPS: CASE 1: user can't start the Ivanti Client/Program and receives an error message Ask user to run the "Repair Pulse Secure" shortcut (Even though the application is Ivanti the repair still refers to Pulse) in the Start menu. If repairs finish successfully, restart PC and try connection. If KO From the Air Liquide network ONLY: If the shortcut is not available or the Repair does not work, reinstall the program through BBCA. CASE 2: the Ivanti window does not appear at all without any error message Symantec might be sill present on user`s computer. Therefore, it must be cleanwiped as per KB0011562 LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Category: Application Subcategory: Bug / Defect Configuration item: Hostname of computer Assignment group: Onsite Support; for EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OCD
Navision - "The file does not contain any kind of application" error with Citrix
English
m.kolodziejczak@eu.corp.airliquide.com
13
Helmi MILI
Uncategorized
Published
2025-10-02 16:46:42
4
GIO Service Desk
NaN
#########
NaN
GIO - PCI - ITSMaaS
NaN
NaN
NaN
0
2025-10-02 16:45:45
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User is unable to login to Navision via Citrix due to the following error: "The file does not contain any kind of application that can perform this action. Install an application, or if is already done associate that application in the Settings, on in the Default Settings." POSSIBLE CAUSES: The account is not assigned to any Navision application in Citrix contact-> No Citrix is installed on the pc STEPS: Redirect user to MY IT Corner to raise request Citrix Workspace App ML : Home -> Applications -> Apps Catalog -> Windows Apps -> Citrix Workspace App https://airliquidetest.service-now.com/myitcorner?id=sc_cat_item&sys_id=9b19ef78dbb9ad54f1ad4662159619ef LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - ITSMaaS Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with My IT Corner request [request number]. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to access MyITCorner directly from his mobile device. BEFORE YOU START: Before you start, please note that only enrolled mobile devices(1) can access this service. In Intelligent Hub, search and download the Now Mobile app Launch Now Mobile app and connect with your Login You will receive an authentication request from 1 Time Pass: by clicking the banner, you will be automatically redirected. Enter your PIN Code. Get started! Click here for more information and a guided tour of the app. STEPS: Starting October 13, 2020, access your IT portal MyITCorner directly from your mobile device thanks to the new Now Mobile app. Please note that only GIO teams have access to the beta version of the application. By mid-November, once ServiceNow will have released an improved version of the application, we will deploy it to all our customers. What is Now Mobile for? The Now Mobile application is a mobile app designed to help you with the following tasks when on the go: Get help by submitting requests and issues directly from your mobile device Find answers using global search and the Knowledge Base View and put comments on tickets With the Now Mobile app, you will save time and access company resources from anywhere! ? Access directly to myITcorner, follow the status of your tickets, request IT services and access user guides with Now Mobile If user faces an issue at the authentication process, follow KB0049336. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related line In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to access MyITcorner on the smartphone. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
access, airliquide, azerrad, com, corner, corp, english, kolodziejczak@eu, laurence, mobile, my, myitcorner, myitcorner on phone, myitcorner on smartphone, now, now mobile, phone, smartphone
NaN
KB0050339
Navision - "Impossible to launch the application Navision2016 TUNISIE PROD" in Citrix
English
m.kolodziejczak@eu.corp.airliquide.com
25
Helmi MILI
Uncategorized
Published
2025-10-02 16:43:24
4
GIO Service Desk
NaN
#########
NaN
BAMEI - Navision - Application
NaN
NaN
NaN
4
2025-10-02 16:42:46
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:TUNISIA ENTITY:BIS TUNISIA SYMPTOMS: User is unable to launch Navision in Citrix due to "Impossible to launch the application Navision2016 TUNISIE PROD" error. POSSIBLE CAUSES: Session stuck at Citrix level. BEFORE YOU START: Check if Citrix Workspace is installed. If not, ask user to install it from My IT Corner. -> my it assistance >> Citrix Workspace ( EU)Check if the user is using the correct link :https://mycitrix.apps.airliquide.com/Citrix/MyStoreWeb/Check if the user is member of the correct AD group ( in active directory under "member of" windows). TunisiaMoroccoPreprod 2016BIS-AMEI_SGG_NAV16_Citrix_DBIS-AMEI_SGG_NAV16MA_Citrix_DProd 2016BIS-AMEI_SGG_NAV16_Citrix_PBIS-AMEI_SGG_NAV16MA_Citrix_PPreprod 2009BIS-AMEI_SGG_NAVTN_Citrix_DBIS-AMEI_SGG_NAVMA_Citrix_DProd 2009BIS-AMEI_SGG_NAVTN_Citrix_PBIS-AMEI_SGG_NAVMA_Citrix_P STEPS: Initiate logoff + hide hanging session, then assign an incident to GIO-CS-EUR-PAAS-VIRTU-L3 LOGGING CATEGORISATION: Business service: relevant Navision module Configuration item: Navision 2016 MEA - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-CS-EUR-PAAS-VIRTU-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user contacted us request the change of the assignment rules for a specific group. BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. STEPS: Create an incident and assign it to GIO-ITSM DXC Third Party Maintenance HR. LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance HR TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for assistance on the functionalities of Google Meet. BEFORE YOU START: Use Google Meet to hold video meetings with people inside your organization. You can join from a computer or mobile device, or from a conference room. Enables up to 500 participantsIt is possible to invite external users, Google Meet will warn you about this in red.Offers dial-in by phone (using phone numbers + a conference code)Record your meeting (can be noticed and stopped by any participant, stored and shared with all participants in Drive)Friendly interface (simplified and more user oriented)Mobile application (including an overview of next meetings) STEPS: Login Google Meet app should be automatically loaded on your Google Apps list. Schedule and start a Meet Start a video meeting from Meet 1. Open Gmail. 2. In the Meet section, click New meeting. 3. To send the meeting invite via link or email, click Send invite. To copy the meeting invite details, click Copy meeting invite. To send an email invite, click Share via email. 4. When youre ready to join the meeting, click Join now. 5. Before you join your first meeting, make sure to allow permissions for your Microphone and Camera. Once you grant permission: To turn your microphone on or off, click Microphone . To turn your camera on or off, click Camera . 6. To join the call, click Join now. 7. To end the call, click Leave call. Tutorial Video Start a video meeting from Gmail important: To start a video meeting from Gmail, you must turn on Meet in Gmail. 1. Open Gmail. 2. In the Meet section, click New meeting. 3. To send the meeting invite via link or email, click Send invite. To copy the meeting invite details, click Copy meeting invite. To send an email invite, click Share via email. 4. When youre ready to join the meeting, click Join now. 5. Before you join your first meeting, make sure to allow permissions for your Microphone and Camera. Once you grant permission: To turn your microphone on or off, click Microphone . To turn your camera on or off, click Camera . 6. To join the call, click Join now. 7. To end the call, click Leave call . Tutorial Video Schedule a video meeting from Google Calendar When you create an event on Google Calendar, you can add a video meeting link. You can also add a dial-in number to the Calendar event. Important: Guests can forward the meeting link to other people. If an uninvited person tries to join , a meeting participant from your organization must accept their request. For meetings organized by a personal Google Account, only the meeting creator can admit these participants. 1. In Calendar, create an event. 2. Click Add guests. 3. Enter the names or email of the people you want to invite. 4. Click Save. 5. To notify guests, click Send. Tutorial Video Join a video meeting Join a video meeting from a Google Calendar event 1. In Google Calendar, click the event you want to join. 2. Click Join with Google Meet. 3. In the window that opens, click Join Now. Join a video meeting from Meet In Meet, you can select a scheduled event or you can enter a meeting code or nickname. Select a scheduled event 1. In a web browser, enter https://meet.google.com/. 2. Select the meeting from your list of scheduled events. Only meetings scheduled through Google Calendar appear on Google Meet. 3. Click Join now. Tip: A chime sounds as the first 5 people join. After that, you receive a silent notification for new participants Join a video meeting with a meeting link URL Sometimes there isnt enough time to schedule a meeting and book a room. With Meet, you can join an impromptu video meeting by clicking the meeting link URL sent to you in a text or email. 1. Click the meeting link sent to you in a chat message or email. 2. Follow the onscreen prompts to join the meeting. Tip: Only participants on the calendar invite can enter without an explicit request to join meetings. Participants not on the calendar invite must request to join a meeting by knocking, which must be accepted by the meeting organizer. Use a phone to dial into a meeting Important: You can only dial into meetings with a phone if the meeting is organized by a Google Workspace user. Join a meeting with a phone number Tip: If you try to dial in to a meeting before it starts you might get an error that the PIN is not recognized. You can dial in during the scheduled meeting time using one of the following methods: Enter the phone number thats in the Google Calendar event or meeting invitation.Then, enter the PIN and #. From the Meet or Calendar app, tap the phone number.The PIN is automatically entered. Send chat messages to video meeting participants 1. Join a Meet video call. 2. At the bottom right, click Chat 3. Enter a message. 4. Click Send. Tip: If you share a file in the chat, make sure you give the other participants access to it. Present during a video meeting Tip: There can be a maximum of up to 10 simultaneous presentations in a meeting at a time. 1. Join a Meet video call. 2. At the bottom, click Present now . 3. Select Your entire screen, A window, or A tab. If you present a Chrome tab, it shares that tab's audio by default. To present a different tab, select the tab you want to present, click Share this tab instead. 4. Click Share. 5. Optional: To unpin your presentation and view it as a tile, click Unpin . You can now see more participants while you present. Tips: If your camera is turned on, your video is active while you're presenting. For better presentations and to prevent mirroring, share a new window or a specific tab instead of the meeting window. To share your audio, you must select Share a Chrome tab or Share this tab. To stop presenting In the Meet window, click Stop Presenting.At the bottom right, click You are presenting Stop presenting. Pin or mute Google Meet participants Pin a participant To view one specific participant, pin them to your screen. Point to a persons image click Pin . At the bottom right, click People . Next to a participants name, click More actions Pin to screen . Mute a participants microphone If there is feedback or background noise in a video call, you may want to mute other participants microphones. Point to a persons image > click Mute . At the bottom right, click People . Next to a participant's name, click Mute . Tip: For privacy reasons, you cannot unmute another person. Ask the participant to unmute their audio. To mute or unmute yourself, click Mute . Mute all participants Important: Host Management must be turned on to Mute all participants. Meeting creators and calendar event owners can mute all participants at the same time. Participants can unmute themselves after theyve been muted. At the bottom right, click People Mute all. Learn how to set up Meet for distance learning. Record a video meeting Requirement: have the Google meet record access granted 1. Open Meet. 2. In a video meeting, at the bottom, click Activities RecordingStart recordingStart.If needed, go to Can't find the recording button. 3. Wait for the recording to start.Other participants are notified when the recording starts or stops. 4. Click Stop recording when you finish.The recording also stops when everyone leaves the meeting. 5. Click Stop recording again to confirm. Important note: record is available only if the creator of the meet have the right to record, but any user of the meet can launch or stop the recording (file will be owned by the meet creator and shared to the participants) LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance Request details: Google app: MeetContext: accordingly In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Support / Assistance Configuration item: Google Suite - PROD Resolution Notes: Assisted user on the functionalities of Google Meet. TICKET TYPE: Inc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User called to report that he/she lost his/her Yubikey or it has been stolen. STEPS: 1. Remove user's Yubikey from the list authenticators in Okta Admin console as per KB0028471 2. Redirect user to the the local support to get another Yubikey. LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Removed user's Yubikey from Okta admin console and redirect user to the local support to obtain a new Yubikey USB device. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: A user is calling to request access to a PL-AL POLAND/PL-ALKAT Network Drive/Shared folder BEFORE YOU START: Please note that PL-AL POLAND/PL-ALKAT Network Drives/Shared Folders are not managed by CARM. STEPS: Create an Incident ticket and assign it to PL-AL POLAND-ONSITE-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of the PC Category: Cloud Infrastructure Subcategory: Access / Availability Assignment group : PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:All SYMPTOMS: Transfer KeepPass user information from one computer to another BEFORE YOU START: Please note that the user must be logged in to enable the transfer and copy back to the users profile. STEPS: Open the KeepPass Application and note the name of the database file.Close the KeepPass Application.Open Windows ExplorerSearch and locate the dataBase file. The filename will have a .KDBX extensionCopy the file to external share or USB. Remember to remove it from any shared folder or location.Open Windows Explorer on New Computer and copy the file to the new location. Preferred location would be My DocumentsOpen KeepPass on the New Computer. Click on File, then Open and locate the database. You will be required to type in the old password to the file. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Application Subcategory: Support / Assistance Resolution Notes: We copied the KeePass file. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, computer, copy, corp, database, elsner-sc, english, extension, file, hardware, instructions, kdbx, keeppass, keeppass database transfer instructions new computer open and locate copy file location .kdbx extension, kolodziejczak@eu, locate, location, new, open, ted, transfer
NaN
KB0020767
Google Gmail - udelivered message to external user
English
m.kolodziejczak@eu.corp.airliquide.com
94
Harold OUSSET
Uncategorized
Published
2025-08-01 14:08:11
4
GIO Service Desk
NaN
#########
5.00
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
40
2025-08-01 14:00:57
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling to report that an email of him/her has not been delivered to an external user due to "undelivered message" error. POSSIBLE CAUSES: Temporary connection issue between Gmail and the recipient's email server. STEPS: The problem usually stops quickly without doing anything. Advise user to try sending the email again later. Check if there are any mistakes in the recipient's email address. In the end, the external user must contact their customer support team. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Support / Assistance Configuration item: Google Suite - PROD Resolution Notes: Service desk will assist the user to try again using the correct email address TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
airliquide, bp, business, com, corp, delivered, distribue, email, english, external, gmail, google, guest, harold, kolodziejczak@eu, message, non, not, ousset, partner, party, sent, third, to, udelivered, user
NaN
KB0032478
OKTA - Supported platforms/OS for OKTA Verify
English
m.kolodziejczak@eu.corp.airliquide.com
92
Mehdi GASMI
OKTA / Mobile Enrollment
Published
2025-10-03 13:17:37
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
19
2025-10-03 13:16:28
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: If youre troubleshooting issues with Okta Verify make sure that the following requirements are met: User downloaded and installed the latest version of Okta Verify.User's device platform and operating system version are currently supported.Browser is up to date with the latest available version. User can receive an error when trying to install OKTA verify that they need to update the OS version because the version is not compatible.In this case, check this table and make sure that the user updates the OS accordingly. STEPS: Operating system OS version Windows 10 (19H2, 20H2, 21H1, 21H2) 11 (21H2) macOS / Mac OS / OS XmacOS 10.15 (Catalina), 11 (Big Sur), 12 (Monterey), VenturaiOS16 and later versionsiPadOS14, 15WatchOS6, 7, 8 Android 10 and later versions LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Informed user about the minimum OS version in which he/she needs Okta Verify enrolled. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User wants to be able to use Jabber softphone for call. STEPS: To be able to use Jabber softphone for call, the user need some requirements: 1. User must have a B2GaaS account - The B2GaaS account allow user to use Jabber - A local Admin can check if the user is declared on B2GaaS - Once the account is created on B2GaaS plateforme the user should receive a auto confirmation Email which contains identifier and the link to initialize password (Email provided from NoReply@orange.com) 2. Call rights - only a the B2GaaS Admin could check and Manage call right - User should confirm that he already has the necessary rights In case of a request for a new calls rights , the user Manager should send a request to the local IT Admin or to GIO N&T team by Open Demand. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related line In case of blank ESS Incident submitted by an end-user: Business service: GIO - NET - Office Telephony Category: Application Subcategory: Support / Assistance Resolution Notes: User was informed about the calling prerequisites for Cisco Jabber. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: Delegation in Navision (example: when a user is on leave, holiday, sick leave, or travelling and is required to delegate) STEPS: Please guide Enduser to raise the following Catalogue Item: NAVISION - Set Delegations ! Num Action Screenshot 4.1 Go to My IT Corner via Web browser Click on Order Something 4.2 GO to Categories > Applications > Business Application Click on NAVISION - Set Delegations 4.3 Fill in the form displayed in the screen print Choose the modules & delegation for and justify your req. Once the form is complete, click on Order Now to submit your request. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was guided to raise the request in MyITcorner TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs mx-Dispatch password reset. POSSIBLE CAUSES: New user.The mx-Dispatch asks the user to change his password, because it is expired.mx-Dispatch has the error message: User is not allowed for test.User cannot login. STEPS: Start SAP Logon Pad - Vitalaire inside Citrix Choose the correct system:Q20=Testsystem Right click on the system and choose SNC logon without single sign-onType in the Username and password Change passwordType in a new password.Then use this password in mx-Dispatch or mx-Dispatch Test. LOGGING CATEGORISATION: Business service: BHC-VADE-MobileService Category: Application Subcategory: Account and Password Configuraton item: VADE - mxDispatch - PROD TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, applications, bianka, change, com, corp, de, de vitalaire, de vitalaire applications, english, expired, if, kolodziejczak@eu, kremer-sc, l1, login, mx-dispatch, password, solved, vitalaire
NaN
KB0012882
On/offboarding - Steps to follow before and after an employee is leaving Air Liquide
English
m.kolodziejczak@eu.corp.airliquide.com
123
Vincent CAO
Uncategorized
Published
2025-10-03 14:01:48
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
93
2025-10-03 13:19:58
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User needs to know what steps to follow before and after an employee is leaving Air Liquide BEFORE YOU START: Note: Before having done the My It Corner request they have to create a request in Carm for the leaver's account termination (KB0011807) - if this is not done, the kite team usually closes the request with a note that first user's Carm account has to be inactive. STEPS: Steps to follow before and after an employee is leaving Air Liquide: 1. Help the leaver to set in his/her own gmail an auto reply email with a message like: Dear Sender, dd/mm/yyyy is the last day of my employment in Air Liquide, please contact from now on Firstname Lastname on email address: firstname.lastname@airliquide.com 1.a) if needed help the leaver to export gmail contacts (steps in: http://www.wikihow.com/Export-Gmail-Contacts) 1.b) if needed help the leaver to transfer the ownership of google groups (via CARM), google sites, google + comunities 2. HR/authorised person should ask in an email for the written approval from manager of the leaver to be able to create the request (Employee leave - Google account termination options) in My It Corner for transferring ownership of google drive data - ask for the name of the person the accesses should be transferred to. Same for email extract from gmail - to whom it should be be sent, or temporary email forwarding - to whom it should be done. ser needs to attach a written approval from the manager of the leaver in order to do these requests (email saved to pdf), if this is not attached, the kite team usually closes the request. 2.a) after the leaver left - the HR/authorised person can create the request in My It Corner for the above mentioned steps. 2.b) The HR/authorised person can create the request in My It Corner for mboxviewer installation on behalf of person who receives the extracted emails to be able to open the emails extracted from gmail of the leaver 3. On the same day when the leaver request in Carm was done, the manager or HR can create the Employee leave request in MyIT corner. 4. advise the HR/authorised person to check after 30+10 days if the email of leaver was deleted by sending a test email - they should receive a delivery notification email. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was instructed on the steps to be followed before and after an employee is leaving Air Liquide TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
account, accounts, after, air, airliquide, before, cao, com, corp, delete, delete user account of leaver, employee, employee leave, english, follow, kolodziejczak@eu, leave, leaver, leaver request, leaving, liquide, offboarding, request, steps, steps to follow before and after the employee is leaving air liquide, terminate, terminate accounts, vincent
NaN
KB0050560
Winshuttle Skript (run/Update)
English
m.kolodziejczak@eu.corp.airliquide.com
17
Julia SPERLING
Uncategorized
Published
2025-10-06 13:15:23
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
0
2025-10-06 13:13:10
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Germany ENTITY:All (except Vitalaire - E&C - DE-AL GMS and DE-AL GMS GmbH) SYMPTOMS: This request can be used for, for example, price adjustments or master data changes (max 1000 data records per day) STEPS: Provide this link to the user or Go to myitcorner then click Order Something. Under Categories click on Applications and then on the CE Local IT tile (Central Europe Local IT). Select "Mobile device support" in the drop down menu This link is not accessible for the ServiceDesk LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorneR In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: FCR TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
airliquide, ce, ce it, central, central europe local it, com, corp, english, europe, germany, julia, kolodziejczak@eu, local, local it, myitcorner, run, skript, sperling, update, winshuttle
NaN
KB0042848
Loop - report an incident within Loop
English
m.kolodziejczak@eu.corp.airliquide.com
31
Arnaud HENRI-SC
Uncategorized
Published
2025-05-27 12:26:03
4
GIO Service Desk
NaN
#########
NaN
GIO - LOOP
NaN
NaN
NaN
3
2025-05-27 12:23:37
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is wishes to report any facility issues in the desk or a meeting room STEPS: Loop is a Office Space Management tool available already in some AL offices. Loop allows user to report different types of incidents on site and which most generally involve Facility services. Ex: Broken chairBroken screenMissing cable 1. Guide the user to report an incident within Loop application that may occur at a desk, in a meeting room but also in common areas (break room, toilets, etc.) Tips: With the mobile version, it is possible to take a photo / video directly with your phone when creating the incident LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: BCF - LOOP Category: Application Subcategory: Support / Assistance Configuration item: Loop - PROD Resolution Notes: User was assisted to open the request in Loop application TICKET TYPE: Cattask ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:BIS EUROPE SYMPTOMS: User cannot connect to Draftsight because the license has been expired and the steps to renew the license did not work. STEPS: If the steps on KB0025580 did not work, assign the ticket to GIO-EUS-SD-EUROPE-L1.5. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:TURKEY, AUSTRIA, POLAND ENTITY:ALL SYMPTOMS: User contacts us because iAladin is corrupted. STEPS: In case of ticket assignment regarding iAladin Apps our first point of contact is BEU-CYL-CADEX-L2/L3. The process includes the following applications: - SAP IALADIN (PROD & PPRD) - IALADIN WORKFLOW (PROD & PPRD) - IALADIN ORACLE (PROD & PPRD) - IALADIN PARTNER (PROD & PPRD) - SERVITRAX IALADIN (PROD & PPRD) Incident has to be opened and assigned to BEU-CYL-CADEX-L2/L3 in the following cases: In case user's issue is not related to the above mentioned cases please follow KB0014573!! If a Request need to be raised in My IT Corner for iAladin Apps / BAR+ EASTERN EUROPE please follow KB0014575 LOGGING CATEGORISATION: Business service: EE Customer & Distributor Data Management and Invoicing / Bar+ Customer Relationship Management Category: Application Subcategory: Bug / Defect Configuration item: IALADIN ORACLE 12C - PROD Assignment group: BEU-CYL-CADEX-L2/L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L3
airliquide, cases, cir, com, corp, delivered, edit, english, ialadin, incident, kolodziejczak@eu, krzysztof, lopata, not, oracle, partner, sap, sap ialadin, servitrax, software, transaction, transaction not delivered to sap, unable, unable to edit cir, workflow, workflow error
NaN
KB0044926
ODIGO - Cannot Access
English
m.kolodziejczak@eu.corp.airliquide.com
398
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-07-29 18:10:16
6
GIO Service Desk
NaN
#########
NaN
BHC - CEX - Odigo
NaN
NaN
NaN
152
2025-04-18 12:56:58
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY: BIS HOME HEALTHCARE SYMPTOMS: User is not able to access ODIGO. BEFORE YOU START: To access ODIGO, a specific account is created by BHC-SUPPORT-L1 (via My It Corner request) If connected with Ivanti, make sure to select Europe zone, HHC applications only works with Europe zone! Make sure to follow the steps on KB0016013. STEPS: ODIGO users now have the option to reset their password via the portal if KO send it to BHC-SUPPORT-L1. LOGGING CATEGORISATION: Business service: BHC - CEX - Odigo Configuration item: ODIGO - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BHC-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Saudi Arabia/AMEI ENTITY:All SYMPTOMS: User located in Kingdom of Saudi Arabia, is requesting a PUK code for his phone STEPS: Create an Incident and assign in to the Onsite Support. Assign ticket to GIO-EUS-SD-AME-L1.5 LOGGING CATEGORISATION: Business service: BAMEI - Fix and Mobile Phones Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-AME-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The users require access to SonarQube.SonarQube is not deployed for certain entities in CARM. STEPS: 1. Advise the user to submit a request as described in: https://tech-guides.apps.airliquide.com/docs/cs/sf/sonarqube/user-access/ 2. If SonarQube is not made available, please advise the user to contact/send an email to wwgio-git-l2@airliquide.com AND elies.yangui@airliquide.com for assistance. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related line / CARMExplanation/context: Request for SonarQube has been raised In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Guide user to raise the access role in CARM. Or, Advised the user to send an email to wwgio-git-l2@airliquide.com AND elies.yangui@airliquide.com for assistance. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user is contacting us to report that users are experiencing issues with Chats in MyHR / Workday. BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. If the issue is being raised by any other user: User should be guided to open a request in MyHR/Workspace portal STEPS: Create an incident ticket and assign it to GIO-ITSM DXC Third Party Maintenance HR. LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance HR TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Windows - looping - automatically reboots - non hardware related
English
m.kolodziejczak@eu.corp.airliquide.com
42
Maik GERHARDS
Windows - Storage / Performance
Published
2025-05-27 13:04:53
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
7
2025-05-27 13:01:22
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: Windows starts rebooting at a certain stage of booting process BEFORE YOU START: Please launch launch the Dell diagnostics: KB0011963 If an error is detected, check the warranty status of the PC, and based on it, follow the under- (KB0018850), or the out of warranty (KB0022715) process. STEPS: Open an incident, and send it to GIO-EUS-SD-EUROPE-L1.5 (to be assigned to field service). It is up to them to decide if remasterization is needed or issue can be solved by e.g. motherboard replacement etc. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Devices Subcategory: Operating System Configuration item: Hostname of the pc Assignment group: GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, automatically, boot, com, corp, english, gerhards, hardware, issue, kolodziejczak@eu, looping, maik, non, reboot, reboots, related, software, windows
NaN
KB0015609
MMS - Time Tracking/ myTimeSheet - Cannot access
English
m.kolodziejczak@eu.corp.airliquide.com
178
Laurent LAZO
Uncategorized
Published
2025-08-01 15:08:13
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
23
2025-08-01 15:06:12
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User gets the following error message when he tries to connect to MMS Time Tracking/ myTimeSheet. POSSIBLE CAUSES: User has no MMS IT role in CARM. STEPS: 1. User needs an MMS IT Role to have access to myTimeSheet. For that user needs to ask for the "MytimeSheet user" role in the "Resource Management Section" in CARM. 2. If user has never asked for MMS Roles, click on ; & Select MMS IT Role. 3. If it's an extra access, follow this Gif: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with submitting the proper request for MMS role via CARM. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
access, airliquide, com, corp, english, kolodziejczak@eu, laurent, lazo, mms, mms time tracker, my, my time sheet, my timesheet, mytimesheet, sheet, time, time sheet, time tracking, timesheet, tracker, tracking, ttt
NaN
KB0026412
Mobile Telephony - B&F - Hardware issue
English
m.kolodziejczak@eu.corp.airliquide.com
167
Samir RAMDANI-SC
Uncategorized
Published
2025-09-29 14:56:52
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
10
2025-08-01 13:54:52
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Break and fix process for mobile devices that are owned and managed by GIO. BEFORE YOU START: Check in MMS if the dedicated device is delivered by GIO over My IT Corner. STEPS: 1. Action that analyst should advise user to perform to the phone - Ask user to reboot phone. - Request to user to send you a picture of the damaged phone. Attach a picture to the incident if the phone is broken or damaged. - Unenroll device (from the console) KB0013851 -> Business only: Factory reset -> Mixed usage: unenroll on Intelligent HUB and remove personal email address from the phone settings 2. Create the incident including the serial number of the damage mobile, detailed description, picture and send it the team. 3. Inform user about the following. He will receive the new phone and the box for turning back the old one. (- Timeline: 7 day for France, 10 to 13 days for EU countries.) - In case user is not sending back the damaged device he will receive 3 notifications via MMS to send back damaged Mobile Device in Kit Box Chronopost. After 9 days if Mobile Device not recovered by D4B, a new Kit Box Chronopost will be sent to end user. Device must be mandatory send back to provider. End User must unenroll damaged Mobile Device. (otherwise the entity will be charged). User will be solicitated from the team in the ticket as well. - Advise user to remove the sim card from the damage phone before sending it to D4B. 4. if user received the new phone: Assist user to enroll it. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: TestD4BDevice Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-USER DEVICES PARTNER D4B TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EUROPE / AMEI ENTITY:ALL SYMPTOMS: User calls that she/he is unable to open Monnal software after installation, the icon is missing or error occurs when testing the software immediately after installation. STEPS: 1. Search for the following path on user`s PC: C:\Program Files (x86)\Air Liquide Medical Systems\Monnal Software Management 2. Click on the Monnal Software Management folder, then on the Bin folder within it, then you will find Monnal Software Management .exe file. 3. Just move Monnal Software Management .exe file from the Bin to the Monnal Software Manager main folder. 4. Right click on it -> send to desktop to create icon. 5. You will be able to open Monnal Software after these steps. LOGGING CATEGORISATION: Business service: For EU: Local Business SolutionFor AMEI: BAMEI - *applicable country* - Local Business Applications Configuration item: Hostname of user`s pc Category: Application Subcategory: Support / Assistance Resolution Notes: After troubleshooting the Monnal software started up correctly. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: WIP number not found in WIP list POSSIBLE CAUSES: 1. Invalid inventory location is selected. 2. Cylinder is not assigned to WIP 3. WIP status is not open STEPS: 1, Check user selected correct inventory location. SELECT INVENTORY_LOCATION FROM WIP_HEADER 2. Check if the cylinders assigned for that WIP. SELECT * FROM WIP_LINE 3. Check if WIP status is Open SELECT STATUS FROM WIP_HEADER (Status = O, open) LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Configuration item: GIDEONS PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-GTS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for information about the new Google Gmail interface. BEFORE YOU START: The new Google Gmail interface has been being released since 28th November, 2022 to all users. There is no way to rollback to the previous interface of Gmail! STEPS: Kindly inform/train user about the features below. Gmail, Chat, Spaces and Meet in a single, unified view: Using "Quick Settings", users can select apps they would like to toggle between on the left side of their window: "Search chips" to users` inbox and improved search results that suggest the best match for their query: Useful external links you can share with users (suggested by Kite team): The new Gmail user interface is becoming the standard experience Learn about the new integrated Gmail layout Change your Gmail inbox layout A unified Gmail, for all the ways you connect New integrated view for Gmail features email, Google Meet, Google Chat, and Spaces in one place After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance with interface In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.
My IT Corner - approver received no email of request
English
m.kolodziejczak@eu.corp.airliquide.com
116
Guillaume CHIROL
Uncategorized
Published
2025-10-02 15:54:30
4
GIO Service Desk
NaN
#########
5.00
GIO - PCI - ITSMaaS
NaN
NaN
NaN
1094
2025-10-02 15:53:53
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user is calling that the approver cannot approve his/her request raised via My IT Corner as the approver has not received the concerning email or the approver of a My IT Corner request is calling as he/she has not received any email to be able to approve it. STEPS: Open an incident and assign it to GIO-ITSM DXC Third Party Maintenance. LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Configuration item: MyITCorner - PROD Category: Application Subcategory: Bug / Defect Assignment group: GIO-ITSM DXC Third Party Maintenance TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, approved, approver, be, cannot, chirol, com, corner, corp, email, english, guillaume, kolodziejczak@eu, my, my it corner, no, receive, received, request
NaN
KB0049016
Mobile phone - Any issue
English
m.kolodziejczak@eu.corp.airliquide.com
197
Hassen HOUAIDI
Uncategorized
Published
2025-09-30 13:02:10
4
GIO Service Desk
NaN
#########
NaN
BAMEI-Fixed and Mobile Phones
NaN
NaN
NaN
8
2025-09-30 12:42:39
#########
NaN
BAMEI-AREA-MGR
COUNTRY/REGION:West and Central Africa ENTITY: ALL SYMPTOMS: User from West and Central Africa is facing issues with a Mobile phone: E.g.hardware issueSIM card issuelost/theft BEFORE YOU START: Intelligent HUB is managed globally by Service Desk Follow: Intelligent Hub - Master KB (GLOBAL) - KB0014456 Any other issue NOT related to Intelligent HUB : managed by the onsite teams ( examples: PIN, PUK code for mobiles, 4G, ) STEPS: - If user needs a new device redirect user to open the request on My IT Corner as per KB0012277. - User approaching with a hardware issue: redirect to Local HR or Local Procurement except Nigeria @ Ghana -> redirect user to "Need new devices (AMEI)" request on My IT Corner -User calling to declare the lost/theft of a device or a request for a new one: redirect to Local HR -User facing issues with his SIM card: redirect to Local procurement expect Nigeria @ Ghana -> redirect to Local HR or user contact directly the provider for PIN & PUK code LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: BAMEI - Fix and Mobile Phones Category: Devices Subcategory: Support / Assistance Resolution Notes: User was directed to contact his HR department to obtain assistance. / User was guided to My IT Corner. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
africa, airliquide, any, card, central, com, corp, english, hardware, hardware issue, hassen, houaidi, issues, kolodziejczak@eu, lost, lost/theft, mobile, mobile phone, phone, sim, sim card issue, theft, west, west and central africa
NaN
KB0042799
MyVS GLOBAL - issue summary
English
m.kolodziejczak@eu.corp.airliquide.com
27
Marine PEREZ
Uncategorized
Published
2025-10-02 16:39:22
4
GIO Service Desk
NaN
#########
NaN
ALZ - WW - Production Asset
NaN
NaN
NaN
12
2025-10-02 16:37:37
#########
NaN
ALZ-AME-GCS-Production Assets-L2
COUNTRY/REGION: GLOBAL ENTITY:LI entities SYMPTOMS: MyVS support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) MyVS = My Vulnerability Study Vulnerability Study: Regular studies conducted by reliability specialists on LI sites. The objective is to identify the technical events which have high impact on ALs customers, and propose actions to mitigate the risksMyVS improves the quality and efficiency of Vulnerability Studies Users: LI reliability experts in all hubs.~100 active users URL: https://d3g9yqezljz3t6.cloudfront.net/home To create a new user, please open an Incident and assign it to ALZ L2 support group of the user hub. STEPS: 1. Create an Incident ticket 2. Document as much information from the user regarding the concern; Who (1 user or several others or all of them) Where (one site or several or all) When (date/hour) What actions lead to the issue (name of the screens, buttons used when operating) Is there any known conditions/operations (i.e. ongoing works on network)? Full error message if displayed one or several clear full-screen pictures 3. Assess the priority: (can they work anyway ? Is there a degraded mode/ known workaround at their end ?) 4. Assign the ticket to the hub support group EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AM-GCS-Production Asset L2 LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: MyVS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): EU & AMEI: ALZ-EU-GCS-Production Asset L2 APAC: ALZ-AP-GCS-Production Asset L2 AME: ALZ-AM-GCS-Production Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance on how to modify the label of a given document on Google Drive. BEFORE YOU START: Check article KB0027802 about label usage. STEPS: There are 4 different ways to add a label on a document stored on Google Drive or Shared Drive: Prerequisite: You need to be owner or editor of the document ! 1st way: adding a label from the document list on Google My Drive or Shared Drive 1. select a document in your list, it will show the label block where you will be able to choose the level of file sensitivity of your document. 2. click on the empty field and select a level of file sensitivity in the predefined list. 2nd way: adding a label from the required fields blue strip in a opened document 1. after opening a document, click on fill in the required fields in the blue strip at the top of your document 2. it will open the label panel on the right side of your document. Click on the empty field to choose a label from the predefined list. 3rd way: adding a label from the file menu in a opened document 1. after opening the file menu of a document, click on labels option. 2. It will open the label panel on the right side of your document. Click on the empty field to choose a label from the predefined list. 4th way: Adding a label from view labels with an existing label 1. Select a document in your list and click on the information icon , it will show the label bloc where you will be able to choose the classification of your document. 2. Click on the empty field and select a classification in the predefined list. If there is any kind of issue, please follow KB0049274. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Google - assistance Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Situation: Service Question / Assistance [Incident] Resolution Notes: User was assisted to add label to documents in Google Drive. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:POLAND ENTITY:PL-AL POLAND/PL-ALKAT SYMPTOMS: User would like to have access to OPTIMA software. STEPS: Assign an incident ticket to GIO-EUS-SD-EUROPE-L1.5 to be assigned to PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: CDN-OPT!MA Category: Application Subcategory: Support / Assistance Assignment group: GIO-EUS-SD-EUROPE-L1.5 --> PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is reporting issues with ParaDM POSSIBLE CAUSES: User doesnt have access yet. BEFORE YOU START: Check if the user has access to this URL: http://as-sg-dms/ParaDM/Home.do If no access, refer to this KB on how to request for access -Applications - account / permission requests STEPS: Get all the necessary details from the user: When was the last time user successfully accessed it?Error message / Screenshot / Screen RecordingCreate incident ticket LOGGING CATEGORISATION: Business service: BAP - HUB - PDM Category: Application Subcategory: Access / Rights Configuration item: ParaDM - PROD Assignment group (if not L1): BAP-HUB-PDM-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is unable to preview files in Google Chrome browser. POSSIBLE CAUSES: Deprecated Chrome offline extension STEPS: 1. Open Chrome browser 2. Open chrome://extensions/ 3. Remove Chrome offline extension 4. Close the Chrome browser and restart the pc LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assistance In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Support / Assistance Configuration item: Google Suite - PROD Resolution Notes: Service desk will guide the user to remove the offline extension TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Docket not found in HHC Pickup screen. POSSIBLE CAUSES: 1. Delivery date of the delivery order is previous dates. 2. Delivery Type of the delivery order is not of ( '1','9','B','S','C'). STEPS: 1. Check delivery type of the order using the following query: select * from do_header where del_type in ( '1','9','B','S','C') Note: delivery type must be one of these ( '1','9','B','S','C') 2. Check if the delivery date is greater than or equal to today's date with the following query: select * from do_header where del_type in ( '1','9','B','S','C') and del_date >= getdate() LOGGING CATEGORISATION: Business service: BAP - HUB GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Network - Wifi - Airliquide-Corporate for Chromebook - how to connect
English
m.kolodziejczak@eu.corp.airliquide.com
104
Matthew WIDELL
Network / Connectivity
Published
2025-10-02 16:55:55
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Chrome OS
NaN
NaN
NaN
4
2025-10-02 16:55:18
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User likes to connect to the Wi-Fi network AirLiquide-Corporate. POSSIBLE CAUSES: WiFi@AL2 became AirLiquide-Corporate. All corporate devices connected in Wi-Fi will be automatically migrated with no user action required. BEFORE YOU START: The user needs access to the network in CARM: KB0049075 STEPS: 1. Use the bundled USB Ethernet adapter to connect the Chromebook to wired EthernetPlug into a Wired Network for a Reliable Connection 2. Click on lower-right corner and find AirLiquide-Corporate into Wi-Fi network list then click on it: 3. A pop-up appears, click on Get new certificate: 4. Certificate enrollment page appears authentication is needed, type in AD (Windows) username and password. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Configuration item: Hostname Category: Network Subcategory: Access issue Resolution Notes: The user could connect to the AirLiquide-Corporate. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: EU ENTITY: BIS EUROPE SYMPTOMS: In case a user is calling regarding SAP CHORUS CPA account modification. STEPS: Chorus CPA is available in CARM, the user can modify the account there. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: SAP CHORUS CPA account modification request In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Category: Application Subcategory: Access / Rights Configuration item: CARM IGI - PROD Resolution Notes: User was guided to open the request in CARM. TICKET TYPE: Cattask ARTICLE TYPE: FCR TEAM: L1
Google Shared Drives - Folders Disappeared from Google Drive
English
m.kolodziejczak@eu.corp.airliquide.com
260
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:58
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
88
2025-05-09 12:57:14
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User states that some Google Drive files/folders are not visible for them but for other users - subfolders are not appearing until refreshing browser. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. STEPS: The main source of issue was confirmed to come from Google Drive Offline Extension, so if you have this issue please follow the first steps as: On your computer, open Chrome.At the top right, click More More tools Extensions direct link : chrome://extensions/3. Turn off / Delete Google Drive Offline and test if it worked out. If the issue persists, please follow up with the general Google Tool Troubleshooting mentioned in KB0012701 The following are the factors that may cause uploaded and shared files to not show up in Google Drive. - Corrupted browser cache - The internet connection is not stable - Mistakes during the operation process - Google Drive has an internal system error - You are not entitled to edit the files by the sharer - The files that you want to sync have been removed In order to troubleshoot solve this incident, please follow steps below: 1. Disable Drive Offline on Drive Settings To do this: Open Google Chrome and make sure you are signed into your desired account.Go to drive.google.com/drive/setting .Uncheck Check the box next to "Create, open, and edit your recent Google Docs, Sheets, and Slides files on this device while offline." (if already disabled please enable it, save, refresh tab and disable again) 2. Wait and Refresh Interface The 2 previous steps should have resolved the issue, if not follow with next steps: 3. Test from Incognito Window. 4. Clear Cache and Cookies. 5. Disable any offline related extension at chrome://extensions/ 6. Check browser version and Connectivity at https://toolbox.googleapps.com/apps/browserinfo/ gather and attach to Incident full screen screenshots of the upper section (browser version / IP etc) and the lower section where the Connection with google Hosts can be checked. I hope this information helps you solve the issue. If troubleshooting above doesn't help please provide a screencast and HAR file while reproducing the Issue on Incognito Window and the URL of some of the missing folders / files. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Availability and Performance Issue Configuration item: Google Suite - PROD Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, apps, bug, com, corp, disappear, disappeared, drive, drives, english, file, files, folder, folders, google, google apps, google bug, google drive, google file, google folder, google issue, harold, issue, kolodziejczak@eu, not, not showing, ousset, shared, showing, sub-folder, sub-folders, subfolder, subfolders
NaN
KB0039215
Isadom - Extranet
English
m.kolodziejczak@eu.corp.airliquide.com
14
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-07-01 11:02:52
4
GIO Service Desk
NaN
#########
NaN
BHC - Isadom
NaN
NaN
NaN
1
2025-07-01 11:01:07
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User need to connect to Extranet database URLs : Extranet Isaweb Adep :https://extranet.prestataire-de-sante.fr/adep/login Extranet Isaweb Arair :https://extranet.prestataire-de-sante.fr/arair/login POSSIBLE CAUSES: Provide a description of the causes to better understand why the problem occurred. And categorize ticket as following. BEFORE YOU START: Please check if issue is coming from a wrong URL or wrong connection. STEPS: Please provide to the user the correct link. Troubleshoot if is a connection issue coming from user PC or browser. More information are here : https://drive.google.com/file/d/1K9JhhLZOSNYrRFRzTPqvUu09_Kxb44rU/view LOGGING CATEGORISATION: Business service: BHC - Isadom Configuration item: ISADOM - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BHC - Support - L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Google Sheet - How to open XML / XLS files with Google Sheet
English
m.kolodziejczak@eu.corp.airliquide.com
251
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:58
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
104
2025-05-09 13:10:48
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to open .xls, .xml file formats in Google Sheet (without having Excel). STEPS: Option 1: Automatically Opening XLSX files in Google Sheets 1) Guide user to add Office Editing for Docs, Sheets & Slides Extension to Chrome via the following link 2) This will propose user to open .XML files via Google Chrome. (if user wants to use this always, click "Always use it" and next time it won't propose it but opens directly in Google Sheet) 3) With this way, the file initially opens in "Compatibility mode", to open the file in Google Sheet fromat, from the File menu, choose Save as Google Sheets, and the file will move into the full version of Google Sheets. Option 2: Import XML to Google Sheets 1) Open XML file in Google Sheet via Open / Import Option Go to https://docs.google.com/spreadsheets, and choose File > Open / Import > Upload > then select the file from the PC https://support.google.com/drive/answer/9276408 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Support / Assistance Configuration item: Google Suite - PROD Resolution Notes: User was assisted to open XML/ XLS files with Google Sheet TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, corp, english, excel, extension, files, google, google sheet, harold, how, import, kolodziejczak@eu, open, ousset, sheet, xls, xml
NaN
KB0011504
IBM/Tivoli - How to reset passwords
English
m.kolodziejczak@eu.corp.airliquide.com
678
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:25
6
GIO Service Desk
NaN
#########
3.71
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
4617
2025-05-09 13:25:46
#########
NaN
GIO-SEC-CARM-L2
REGION:GLOBAL ENTITY:ALL SYMPTOMS: The following article describes the process for resetting passwords through IBM/Tivoli CARM AccountGoogle KiteWindows NTSAPGermany Vitalaire AccountsADM (limited) BEFORE YOU START: All Air Liquide passwords must follow the KB0010128 - Network Password Policy or apply Single Sign-OnALWAYS AUTHENTICATE USERS FOR ANY PASSWORD RESET Password Reset Authentication Process (GLOBAL)In case of CARM password reset, there is no need to send an email to the user afterwards as the CARM password is automatically sent by email to the userAlways verify if user can access computer and is connected to the Air Liquide network, if so, guide user towards the Self Service Password Reset Tools Users must always be connected to the Air Liquide network (LAN, Wi-Fi or VPN) in order to perform a password reset For Germany Vitalaire: SCENARIO 1: User is in the office. All passwords need to be reset in Tivoli. Select CARM, Kite, Windows Personal Network Account (Europe) and Windows Personal Network Account (Schülke) and generate a new password for the user SCENARIO 2: If the user is at home, please ask him/her to go to the office. If the user cannot go to the office in 30-45 minutes, assign the ticket to L1.5.L1.5 should follow the normal home office password reset process with GIOLac account. NOTE: Authentication and password can only be provided to the account owner based on the Air Liquide Password Security Policies! STEPS: 1. Log in to Tivoli/IBM https://carm.apps.airliquide.com/itim/console/jsp/logon/Login.jsp (CARM credentials) 2. Click on Change Passwords 3. Search for the user with the last name 4. Click on Search 5. Select the right user by ticking the circle next to the name 6. Click on Continue on the end of the page 7. Select the accounts required for the password reset, multiple can apply (For Germany Vitalaire see instructions above). CARMKiteWindowsSAPADM (limited, may not work) 8. Tick Generate a password for me option 9. Click on Submit 10. User should receive an automatic email from CARM with the new password 11. Password can also be provided via phone in case the user did not received it 12. Once the password (s) have been reset, guide user towards CARM to change the password for one of their preference CARM - Self Service Password Reset for Windows, CARM, Google, SAP (GLOBAL) LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password Reset Request details: Phone number to provide the passwordWhich password: AccordinglyReason (optional) In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Category: Application Subcategory: Account and Password Configuration item: CARM IGI - PROD Resolution Notes: Password reset performed successfully through IBM TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
account, accounts, admin, airliquide, cao, carm, com, corp, english, europe, germany, global, gmail, google, how, ibm, ibm tivoli carm - how to reset passwords in ibm/tivoli (global) carm google kite gmail windows nt network sap admin account accounts password pw reset germany vitalaire windows personal network account (europe) and windows personal network account (schülke) ibm tivoli password reset windows gmail carm password reset carm - how to reset passwords in ibm/tivoli, kite, kolodziejczak@eu, network, nt, password, passwords, personal, pw, reset, sap, schulke, software, tivoli, vincent, vitalaire, wifi, windows
NaN
KB0048446
Google Meet Hardware - Know issues
English
m.kolodziejczak@eu.corp.airliquide.com
101
Arnaud HENRI-SC
Uncategorized
Published
2025-07-30 6:10:03
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - CWS - HardwareforMeeting
NaN
NaN
NaN
14
2025-05-27 12:40:32
#########
NaN
GIO-EUS-GOPS-CWS-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User calling facing issues with Google Meet Hardware devices with ERROR_005 During Enrolment on Google Meet Hardware "Google Meet failed to load properly. We'll keep trying..." and "Error_005" POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. STEPS: (Recommended.) Leave the device on the error page for 30 minutes with an active Internet connection. Then reboot it and retry the enrolment process by following the on-screen instructions.Wipe the device to factory settings using this method. (Requires paperclip and flash drive.) Once the device is wiped and returns to the initial screen, retry the enrolment process by following the on-screen instructions. LOGGING CATEGORISATION: Business service: GIO - EUS - CWS - HardwareforMeeting Category: Devices Subcategory: Hardware Configuration item: GIO - EUS - CWS - HardwareforMeeting Assignment group (if not L1): GIO-EUS-GOPS-CWS-HFM-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, arnaud, chromebox, chromebox for meetings, com, corp, english, google, google meet hardware, hardware, henri-sc, issues, know, kolodziejczak@eu, meet, meetings
NaN
KB0033009
Mobile Telephony - Inmac B&F - LOst / stolen phone
English
m.kolodziejczak@eu.corp.airliquide.com
48
Samir RAMDANI-SC
Uncategorized
Published
2025-10-06 13:50:36
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
9
2025-09-30 15:30:03
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User reports lost or stolen mobile phone purchased at Inmac. BEFORE YOU START: We deal with asset incidents only related to purchases at Inmac.0) Search the CMDB and provide information about the device : serial number / model STEPS: L1 Agent has to: 1) Guide the user or create a request on behalf on the end user on My IT Corner "Report a device as Lost or Stolen" (separately sim card needs to be ordered "Order a SIM card" via my it corner???????) 2) Search for the request number in MMS and select the INC what is assigned to GIO-EUS-SD-EUROPE-L1 and perform the following steps in this INC 3) Reset users windows password following KB0010220 - Authentication Process 4) Wipe and delete device following KB0013860 - Intelligent HUB - Device Lost/Stolen (GLOBAL) 5) Close the incident Inform the end user: 1) new phone is ordered and provide him the relevant Cattask number (you can also find this in the request) 2) inform about the delivery time: 7 days for France/ 10-13 for outside of France 3) new phone must be enrolled by the end user, he/she can call the SD for assistance LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Guided user to MyITCorner. TICKET TYPE: CATTASK ARTICLE TYPE: Process TEAM: L1
COUNTRY:Global ENTITY:All SYMPTOMS: This article aims to describe how to proceed if an end user would like to inquire about Pickup and/or disposal of old equipment STEPS: Create a RequestFill in the "Return or decommission a device" form or Guide the user in finding the form in myITcorner by giving them its location:Home > Devices > Return a device > Decommission of a computer LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Return or decommission a device In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support / Assistance Configuration item: MyITCorner - PROD Resolution Notes: "Return or decommission a device" request submitted. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Egypt ENTITY:BIS AMEI SYMPTOMS: The user reports an issue with Nexelia application. BEFORE YOU START: NexeliaTM is Air Liquide's unique umbrella brand supporting all-in-one solutions, combining gas, process expertise and application technologies, with a commitment to performance. More info : https://sg.airliquide.com/nexelia STEPS: Guide the user to contact Nexelia support by mail or request: -Phone : Whatsapp number : 02-23221111 -Request link : https://eg.airliquide.com/send-us-message LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related line In case of blank ESS Incident submitted by the user: Business service: BAMEI-Egypt-Local Business Applications Category: Application Subcategory: Access / Rights Resolution Notes: Redirected user to the contact Nexelia support line. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:India/AMEI ENTITY:All SYMPTOMS: User is in India requesting a new SIM card for the mobile. STEPS: Guide the user to open an HR inquiry in order to get a new SIM Card as in KB0049250 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: My HRExplanation: Guidance to MyHR. In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR - PPRD Category: Application Subcategory: Support / Assistance Resolution Notes: Guided the user via MyHR portal to open an HR related ticket in order to get a new SIM Card TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user is a new joiner and needs to use Yubikey for authentication. STEPS: 1. Open OKTA on the computer. User needs to type in the email address and password. 2. Choose Windows Hello / Touch ID /Yubikey and click on Set up. In the pop up window (Security key setup) press OK. 3. Another pop up window will come (Continue setup). Press OK again and insert the security key. After that the user needs to create a PIN. 4. Pop up window will ask the user to touch the security key. After the user touched it the setup is done. In the OKTA window click on Set up later. 5. The Yubikey is ready. The user can access the Okta dashboard and can check it in the Settings. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment Assistance Request details: Device Type: YubikeyReason: New Device In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: We helped the user to setup Yubikey. TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When user tries to open MyCatalogue page, it asks credentials even though other pages are OK. Error message: "Credentials Needed" BEFORE YOU START: Check if other Air Liquide websites are OK. STEPS: Open MyCatalogue from Air Liquide main page. site.airliquide.com https://site.airliquide.com/kite/mes-outils?filters=query_Mycatalogue LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related line In case of blank ESS Incident submitted by the user: Business service: Customers portals & ecommerce Configuration item: MYCATALOGUE - DEAL & INSTAL - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is in the office, trying to open Google Drive but it is asking for password. When user in the office the Drive should open with SSO (Single Sign on) and should not ask for password. STEPS: 1. In Chrome press [Ctrl]+[Shift]+[Delete] keys. 2. from the popup windows (chrome://settings/clearBrowserData) select "from the beginning of time" and only keep the option "Cookies and other site data" then click "clear data" button. 3. Close Chrome browser. and re open it 4. From the kite homepage click on Sign in with Google 5. Finally click on the Drive icon. if the Homepage is not available write in the address bar the following url: https://drive.google.com 6. a) For non-Chromebook users, make sure to set up Okta Verify: - Set up Okta Verify on mobile phone - KB0027817 - Activate Okta Verify on PC - KB0028488 6. b) For Chromebook users, please activate the 2 step verification in user's account. Hollow the steps in KB0011470 LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Google - Issue Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Situation: GoogleAccount-Access issue [Incident] Resolution Notes: Deleted cookies and other site data in Chrome browser. Afterwards, the user was able to access Google Drive again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, asks, com, corp, drive, drive kite google email asks for password in office, email, english, google, harold, kite, kolodziejczak@eu, office, ousset, password, software, unable, unable to access drive in office
NaN
KB0013391
Admin rights needed to uninstall apps
English
m.kolodziejczak@eu.corp.airliquide.com
587
Maik GERHARDS
Uncategorized
Published
2025-07-30 11:34:27
5
GIO Service Desk
NaN
#########
3.50
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
480
2025-04-18 13:28:27
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User needs admin rights to uninstall apps STEPS: Please remote to the pc, uninstall with admin rights the software user needs to uninstall. Shortcuts can also be deleted. Exceptions: Symantec, Bitlocker, Zscaler (Cortex) - even if the user wants them to be uninstalled - these are core applications and need to be on the pc for security reasons! Please note: under no circumstances grant the user Local Admin rights! LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Application Software Resolution Notes: Service Desk will remote in to users PC and uninstall software using SD admin rights TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Network - issue management for Frankfurt - Multiple users affected
English
m.kolodziejczak@eu.corp.airliquide.com
31
Dennis ROSENKRANZ
Network / Connectivity
Published
2025-10-02 16:53:34
4
GIO Service Desk
NaN
#########
NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
1
2025-10-02 16:51:55
#########
NaN
GIO-NET-SUPPORT L1
COUNTRY/REGION:Germany ENTITY:BIS EUROPE / BIS E&C SYMPTOMS: User is calling to report a network issue from Frankfurt BIS Europe or E&C. BEFORE YOU START: Scope: Entities: DE-EC-FFM or DE-AL GMS or DE-FRTCSites: DE101 or DE169 Please ask: current location of a user (Country, City, Street address) to determine which AL site is affected(please bare in mind that a user maybe in business trip in other site [normally E&C users travels a lot])how many users are affected. STEPS: If multiple users are affected, create an incident and assign it to GIO-NET-SUPPORT L1. LAN Issue: GIO-NET-SUPPORT L1Wifi issue: GIO-NET-SUPPORT L1WAN (Internet) issue: GIO-NET-SUPPORT L1 LOGGING CATEGORISATION: Business service: GIO - NET - Site Connectivity Category: Network Subcategory: Access issue Assignment group (if not L1): GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to cancel/delete a request raised by him on My It Corner STEPS: 1. Guide user to My It Corner > My Orders > View all my orders 2. Ask user to select the Requested Item (which has to be cancelled) 3. Ask user to click the CANCEL button. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Information about an existing request In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Guidance to MyITCorner TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
airliquide, azerrad, cancel, cancel/delete request in my it corner, cancell, cancell order, com, corner, corp, delete, english, hardware, kolodziejczak@eu, laurence, my, order, pc, request
NaN
KB0049033
MS Office - cannot open Google Drive links from Excel/Word after troubleshooting
English
m.kolodziejczak@eu.corp.airliquide.com
45
Maik GERHARDS
Uncategorized
Published
2025-10-02 15:45:22
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
6
2025-10-02 15:43:49
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User still cannot reach Google Drive links from MS Word and/or Excel after troubleshooting as per KB0022749. BEFORE YOU START: Make sure you attempt to troubleshoot the issue as per KB0022749. STEPS: Assign an incident to L1.5 (EU/AMEI) or to the Onsite support. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of the PC Category: Application Subcategory: Bug / Defect Assignment group: Corresponding Onsite support for EU: GIO-EUS-SD-EUROPE-L1.5 for AMEI: GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5, OSS
DELL - how to follow up DELL incidents when Self-Dispatch ticket was opened by L1.5
English
m.kolodziejczak@eu.corp.airliquide.com
40
Dieter HEMING
Uncategorized
Published
2025-07-01 12:11:38
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
4
2025-07-01 12:10:11
#########
NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: How to follow up DELL incidents after opening a service request via the DELL TechDirect (opened by L1) portal for a under-warranty or non-under warranty hardware issue. BEFORE YOU START: If it is a Self-Dispatch ticket (opened by L1) please follow KB0025771.If it is regarding a out-of-warranty case depending on a Quotation follow KB0045042. STEPS: 1. Follow up Self-Dispatch service requests via the Service Requests portal. Search by Service request refence number (Please remove "SR" or "WO" at the beginning from the reference number communicated by L1.5)provide affected user`s AL email address If there is any activity in the ticket, put comment about it in the work notes of the concerning incident and extend the pending date until the next day after the intervention is planned. Service Requests portal: https://www.dell.com/support/incidents-online/en-uk/srsearch 2. Close the incident in MMS ONLY after the issue is marked resolved by Dell on the DELL TechDirect portal and after you confirm it with the user. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname Category: Devices Subcategory: Hardware Resolution Notes: Issue was solved after Dell intervention. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
Airview - Unable to launch Resmed Card reader tool
English
m.kolodziejczak@eu.corp.airliquide.com
319
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-05-27 12:03:01
4
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
72
2025-05-27 12:00:18
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User have downloaded Java certificate installer file but still unable to launch the app tool. BEFORE YOU START: Site URL https://ap-airview.resmed.com/card User must have account to login to this site (Not SD Scope) Link to the Web Portal: https://airview.resmed.com/login Access: Advise the user to contact the 3rd Party Vendor. Password Reset: Advise the user to contact the 3rd Party Vendor. STEPS: 1. Download the Java Certificate installer file 2. From Download folder, double-click the file to run and install. 3. Open https://ap-airview.resmed.com/card via Internet Explorer (IE) Browser 4. Click to approve JAVA app to run. (if unable to launch, add https://ap-airview.resmed.com/ to the Java Control Panel site settings) 5. Connect the Card reader to read the card, and click Continue to read the Card contents LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Installation / Deployment Configuration item: Host name Resolution Notes: Service Desk will assist the user to run the java certificate TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:POLAND ENTITY:PL-AL POLAND/PL-ALKAT SYMPTOMS: User calls because Optima is corrupted. STEPS: Assign an incident ticket to GIO-EUS-SD-EUROPE-L1.5 to be assigned to PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Configuration item: CDN-OPT!MA Category: Application Subcategory: Support / Assistance Assignment group: GIO-EUS-SD-EUROPE-L1.5 --> PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Saudi Arabia/AMEI ENTITY:AMEI SYMPTOMS: User is in Kingdom of Saudi Arabia requesting a new SIM card for the mobile. STEPS: 1Assist the user to submit a MyITCorner request Request link : https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=e3e443eadb2b7d90f1ad466215961976 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - ITSMaaS Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted the user to submit MyITCorner Request for new SIM Card TICKET TYPE: CATTASK ARTICLE TYPE: FCR TEAM: L1
Google Meet Hardware - Compatible hardware list for upgrade or replacement
English
m.kolodziejczak@eu.corp.airliquide.com
231
Matthew WIDELL
Uncategorized
Published
2025-07-30 6:10:01
7
GIO Service Desk
NaN
#########
5.00
GIO - EUS - CWS - HardwareforMeeting
NaN
NaN
NaN
24
2025-05-06 13:51:31
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Any replacement Chromebox / Meet Compute System for an existing Google Meet Hardware device install must be one of the following models . Only these models are capable of running the Google Meet kiosk mode - other models cannot be loaded with the firmware. Replacement devices do not need to be labeled as "Google Meet Hardware" as long as it is in the below list. Replacement devices should not be ordered with a Google Meet Hardware license. STEPS: Use the Meet Compute System Recovery Utility to install the Google Meet Hardware firmware on compatible devices to convert it from ChromeOS if required. Minimum system requirements: If devices are available with different system specifications, ensure the minimum requirements are met. i5 CPU8GB RAMAny SSD Ordering checklist: Device is a replacement for an existing Google Meet Hardware installationThe replacement is listed in the below compatible devices listThe specifications meet the minimum system requirementsNo Google Meet Hardware license is included in the order Replacements for "Series One" devices with CAT5 connectivity The "Series One" device line uses CAT5 (Ethernet) cables to connect peripherals like the touchpanel, camera, speakers, and microphone to the compute system. It has a built-in Power-over-Ethernet hub designed specifically to handle this. Replacements for "Series One" devices must be one of the following models. Series One devices cannot be to used upgrade non-"Series One" GMH installations. Codename "Constitution" (EOL: June 2030) Lenovo Meet Compute System Gen 3 (Intel 13th Gen) Part Numbers: 21N6 Codename "Ambassador" (EOL: June 2029) Lenovo Meet Compute System Gen 2 (Intel 10th Gen) Part Numbers: 20YW20YX Codename "Endeavour" (EOL: June 2028) Lenovo Meet Compute System (Intel 8th Gen) Part Numbers: 20WA20WB Replacements for Whiteboard / Jamboard devices Whiteboard devices feature a large interactive touchscreen whiteboard and have the camera, speakers, and microphone built-into the unit. External peripherals are not required to use the system. Codename "Ambassador" (EOL: June 2029) Avocor Series One Board 65 (Intel 10th Gen) Part Numbers: AVM-6570 Replacements for All-in-One tabletop devices All-in-one devices are installed on a tabletop and have a touchpanel display, camera, speakers, and microphone built-into the unit. External peripherals are not required to use the system. Codename "Ambassador" (EOL: June 2029) Avocor Series One Desk 27 (Intel 10th Gen) Part Numbers: AVM-2770 Codename "Kalista" (EOL: May 2025) Acer Chromebase CA24I2 (Intel 8th Gen) Part Numbers: CA24I2 Replacements for all other devices with USB-only connectivity Normal Google Meet Hardware compute systems use USB connections to connect the touchpanel, camera, speakers, and microphone. Any of the following models can be used to as a replacement. Codename "Constitution" (EOL: June 2030) ASUS Meet Compute System (Intel 13th Gen) Part Numbers: GQE20A CTL Meet Compute System (Intel 13th Gen) Part Numbers: GQE20C Codename "Ambassador" (EOL: June 2029) ASUS Meet Compute System (Intel 10th Gen) Part Numbers: GQE15A CTL Meet Compute System (Intel 10th Gen) Part Numbers: GQE15C Codename "Excelsior" (EOL: June 2028) ASUS Meet Compute System (Intel 8th Gen) Part Numbers: GQE10A CTL Meet Compute System (Intel 8th Gen) Part Numbers: GQE10C Codename "Fizz" (EOL: May 2025) ASUS Chromebox 3 Part Numbers: CN65 CTL Chromebox Part Numbers: CBx1 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance on hardware list upgrade or replacement details. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - CWS - HardwareforMeeting Category: Devices Subcategory: Hardware
English
m.salehudin@as.corp.airliquide.com
180
NaN
Uncategorized
Published
2025-04-17 10:07:29
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
66
2025-04-17 10:04:15
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:CHINA ENTITY:APAC SYMPTOMS: The user is reporting an inability to connect to the IVANTI APAC-CHINA gateway. POSSIBLE CAUSES: Due to critical security vulnerabilities reported for the Ivanti VPN gateways, the "APAC - CHINA" gateway will be shut down to protect Air Liquide from potential exploitations STEPS: - Inform the users connect gateway "APAC - China-Backup" temporary until further update from relevant resolver group. - Please guide the users on how to connect "APAC - China-Backup" gateway from laptop and mobile, based on this guide - Secure Remote Access Guide for China VPN Users.pdf - Google Drive -If the user reports that the "APAC - China-Backup" gateway does not exist after connecting to the APAC gateway, SD can assist remotely to the user's laptop and manually add a new gateway as "APAC - China-Backup" with the URL "cn.vpn.airliquide.com" (SD can reinstall Ivanti to manually add the "APAC - China-Backup" gateway if unable to manually add a new gateway). For Laptop -From the Ivanti Client, connect to the "APAC - China-Backup" gateway as shown below. 2/For Mobile a. Add a new connection URL by click on the + sign as depicted below: b. Enter the new connection URL: https://cn.vpn.airliquide.com/mobile then click Submit: c. Enter the information as below then click Add: d. The new connection is now added. Connect to the newly added connection: APAC - China-Backup. User will be connected to the alternative Ivanti VPN Gateway on the mobile device. China Ivanti VPN mobile users can then access the same Air Liquide environments as before. LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: Secure Remote Access - PROD Category: Application Subcategory: Functional / Technical Issue Resolution Notes: Guide the user to connect to the 'APAC - China-Backup' gateway to ensure they can access Ivanti while out of the office. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Cannot launch CSS web, its just showing initializing. POSSIBLE CAUSES: Check if the internet connection is available.Check if the network is down or not congested. The following error message displays if the network connection is not available: STEPS: Check if the user is connected to the internet.Do the network connection basic troubleshooting.Check if user is connected to the ZscalerReset browsing historyRestart the network connection, ipconfig / release and renewRestart users computer LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC Configuration item: GIDEONS - PROD Category: Application Subcategory: Availability and Performance issue Resolution Notes: Service desk will troubleshoot the network issue. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AME ENTITY:ALL SYMPTOMS: User is requesting the creation of a new Air Liquide server BEFORE YOU START: Scope: The scope for service desk to provide the following demand link to the requestor STEPS: All the new server request need to go through a demand process. Please provide requester with the following link to submit an open demand for the new server request and add any document links to the notes field. Create an Open Demand https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D390aec834f271700eaa6ab6ba110c7b9%26sysparm_link_parent%3Dbbb42d4c4fdf6740eaa6ab6ba110c727%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dcatalogs_default LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: uide user to raise related request via MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted Resolution Notes: Guided user to the necessary request form TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
airliquide, anthony, aws, bts, com, corp, create, english, field, linux, lopresti, new, request, salehudin@as, server, software, windows, windows linux windows server linux server aws server field server aws server field server aws server create new server request
NaN
KB0017477
BTS Gideons - Rental invoice generated with wrong price
English
m.salehudin@as.corp.airliquide.com
37
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:03
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
36
2025-05-27 4:37:47
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Rental invoice generated with wrong price. POSSIBLE CAUSES: 1. Invoice is having invalid status (RECORD_STATUS is not 'U'). 2. Wrong rental price was applied. STEPS: 1. Check on dbo.INVOICE_HEAD and see whether the RECORD_STATUS is 'U'. Also you can obtain the MONTH_REF and CUST_NO for the next queries SELECT RECORD_STATUS FROM INVOICE_HEAD WHERE INVOICE_NO = 'INV123' 'INV123' the invoice number that you want to check. 2. Check on dbo.INVOICE_LINE_EXT table to determine which price has been applied. SELECT * FROM INVOICE_LINE_EXT WHERE INVOICE_NO = 'INV123' 'INV123' the invoice number that you want to check. 3. Check ON dbo.RENT_INVOICE_PRICE_DETAIL_HISTORY (or dbo.RENT_INVOICE_PRICE_DETAIL) to see what was the price at the time of invoice creation. SELECT * FROM RENT_INVOICE_PRICE_DETAIL WHERE CUST_NO = 'CUST123' AND MONTH_REF = 'YYYYMM' SELECT * FROM RENT_INVOICE_PRICE_DETAIL_HISTORY WHERE CUST_NO = 'CUST123' AND MONTH_REF = 'YYYYMM' 'CUST123' the customer number and 'YYYYMM' : month_ref that you want to check. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration Item: GIDEONS (APAC) - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: When trying to access Webapps site (https://sites.google.com/a/airliquide.com/bis-americas/apps/webapps), error as per below appear STEPS: This site is Manage by Kite team. Please gather necessary information especially screenshot and assign to GIO-EUS-GOPS-DWP-L2 team. LOGGING CATEGORISATION: Ticket template to be used: Kite/Google - [Issue] Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: (if applicable) GSUITE - PROD Category: Application Subcategory: Availability and Performance issue Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to login in CFD STEPS: 1.Ensure that the user is created in AL Security. 2. Ensure that the user should be assigned to one of the group in AL Security with CFD Access Rights. . 3.Ensure that user should be assigned to locations. 4.Ensure that user Email address should not be empty 5. Ensure that google credential should be cleared as per the screenshot and referred in this document. https://docs.google.com/document/d/1_uqyXsTQF14eDxJ57RzW1Sbke9djsHWymfOsImPcwB0/edit?ts=5d03312a 6. After clearing Google credential with the above steps, If the system is not working as expected: Login with incognito window. If it is working in incognito window, then it is a browser cache issue. User need to clear the browser history. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, bts, cfd, com, corp, deepak, english, gideons, hasani-sc, login, salehudin@as, unable, unable to login in cfd
NaN
KB0017406
BTS BLAC - Cost Information is missing in Weika
English
m.salehudin@as.corp.airliquide.com
6
Deepak HASANI-SC
Uncategorized
Published
2025-08-14 2:26:12
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
0
2025-08-14 2:23:25
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Cost Information is missing in Weika POSSIBLE CAUSES: 1. The interface services is not running. 2. Either the whitelisted IP address is no longer valid or not whitelisted. BEFORE YOU START: 1. To access to the server, you need to have the ADM account 2. You must first remote login to jump server then remote login to the application server STEPS: 1. Ensure the interface service is running - Remote login to the jump server using your ADM account. - Remote login to application server (server name: AS-ASC-GIDAPPS2). - Go to Administrative Tools > Services or you can also type in "services.msc" from the Run command. - Look for a service called BLAC-DMS Data Interface and check whether or not it was started (running). 2. Check if the whitelisting of IP is still valid as the IP may get changed at SGDC (Singapore Data Centre). 3 Re-run the interface if the service is down. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration Item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Functional / Technical issue Assignment group (if not L1): BAP-COE-BLAC-L2 ARTICLE TYPE: Assignment TEAM: L2
BTS Windows - Login error: The user's security context accumulated too many security IDs
English
m.salehudin@as.corp.airliquide.com
20
NaN
Windows - Storage / Performance
Published
2025-09-29 12:51:55
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
3
2025-08-13 3:34:33
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: Unable to login to Windows/OKTA Error: BEFORE YOU START: The error message "The user's security context accumulated too many security IDs" indicates that the Kerberos token size limit has been exceeded (the limit is 1015 groups including nested groups), which usually happens when a user belongs to a large number of security groups. STEPS: To resolve this, User need to be removed from certain security/AD groups. If not sure which AD group to remove, proceed to raise a ticket with complete details (e.g screenshots). LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
accumulated, airliquide, bts, com, context, corp, english, ids, login, login issue, many, okta, salehudin@as, security, sign, sign in, signin, software, too, too many security ids, unable, unable to login, unable to sign in, unable to signin, windows, windows login
NaN
KB0018645
ALZ Production Assets - Enterprise Historian
English
m.salehudin@as.corp.airliquide.com
211
Michel ATALLA
Uncategorized
Published
2025-09-29 14:32:19
7
GIO Service Desk
NaN
#########
NaN
ALZ - WW - Production Asset
NaN
NaN
NaN
221
2025-04-17 10:13:59
#########
NaN
ALZ-AME-GCS-Production Assets-L2
REGION:AME ENTITY:ALIZENT SYMPTOMS: This article is describing the steps to follow in case an end-user is reporting an issue with Enterprise Historian. BEFORE YOU START: Enterprise Historian, also known as EH or PI, is a complementary set of time-series database applications that are designed for collecting, storing and sharing operational data and integrating with external applications to enable visualization and analysis.In addition, the Enterprise Historian platform by OSIsoft to collect, store and share operational data to augment production efficiency and operational decisionsThe application is used mainly by production facilities, LEAD centers, ROCCs, engineers and analysts by users from the following entities: Air Liquide US Large IndustriesAir Liquide US ElectronicsAirgas Merchant Gases, LLCAir Liquide MexicoAir Liquide CanadaAir Liquide BrazilAir Liquide ArgentinaAir Liquide Colombia S.A.SAir Liquide Trinidad & TobagoAir Liquide Chile S.A.Air Liquide Uruguay S.A. Access request: everyone has read access, to get more rights user should request by CARM > Request New Access > Enterprise Historian > select role. Authentication: Authentication is done via SSO. (Group name: EH_GUEST_ACCESS: No Validation, per Business Owner request, everyone in AL should have read only access with no CARM request). Installation: please follow article KB0020259 Alizent - Pi Software Installation (AME NAM) STEPS: In case an end-user is reporting an issue with the application, create a ticket based on the below categorization and route it to the indicated assignment group. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Category: Application Subcategory: Based on the issue Assignment group: ALZ-AME-GCS-Production Assets-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
airliquide, alizent, alizent alz enterprise historian eh pi osi osisoft alz-ame-gcs-production assets-l2, alz, alz-ame-gcs-production, assets, assets-l2, atalla, com, corp, eh, english, enterprise, historian, michel, osi, osisoft, pi, production, salehudin@as
NaN
KB0021271
BTS Gideons - UAT account creation
English
m.salehudin@as.corp.airliquide.com
284
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-30 5:52:42
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
85
2025-05-30 3:21:30
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User need to have access to Gideons UAT environment. STEPS: Advise user to send email to apac-gideons-uatsupport@airliquide.com for account creation in Gideon UAT.The email send must be in English only. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - UAT Category: Application Subcategory: Access / Rights Resolution Notes: SD will advise user to send email to apac-gideons-uatsupport@airliquide.com for account creation in Gideons UAT. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS Google Kite - How to Access Gmail and Shared Drives Data Transfered
English
m.salehudin@as.corp.airliquide.com
296
Olivier PIRZ
Uncategorized
Published
2025-07-30 6:12:02
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
80
2025-05-28 2:53:18
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling for information how she/he will receive the emails and the Drive data transferred from a colleague who left the company after the completion of the "Employee leave" request. BEFORE YOU START: Check whether the request "Employee leave" or "Gmail and Drive Forwarding Request" raised via My IT Corner has been completed. If the "Employee leave" or "Gmail and Drive Forwarding Request" has still not being raise, see Transfer Google Drive Folder ownership,calendar,temporary Google mail forward, extract email(GLOBAL) for further information on how to raise the request. STEPS: Inform user as per the following: Google Drive Data: The Drive files should remain in the same folder structure as it was, but with a new owner. For traceability the new owner should have a new folder/link in My Drive with the old user email as name.It is not recommended to delete or change the sharing settings on this new folder, to avoid people losing access to the leavers documents. Google Gmail: The email extract is provided as a Mbox file . Then, the user can use a mail client to access them. Follow: Gmail - open emails extracted from gmail in . mbox mail format (GLOBAL) MBOX is an open format that can be readed, managed using Mozilla thunderbirdAdditionally a temporary email forward can be applied to guarantee the mail flow to the deleted account for a transition period of usually one month. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace assitance In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Assignment Group: L1 or GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS APAC _ SYMPTOMS: - Remote Desktop cant connect to the remote computer for one of these reasons. POSSIBLE CAUSES: - Steps to access the remote server via Remote Desktop Gateway are not done properly- The server name/IP address is incorrect BEFORE YOU START: - Validate the ADM username/password is correct.- Validate the validity of the ADM account/password in CMD/CARM (CMD command prompt: net user /do adm_firstname.lastname).- Validate the users Secure Remote Access in CARM (either Standard User or Business Partner).- The user's ADM account is in the correct AD group based on required dev servers- Validate the target server name/IP address is correct (get the user to confirm this with their manager/colleagues). STEPS: 1. The user with AL laptop - Advise the user to download the pre-configured RDP for APAC and China RDG here. Then copy the shortcut to Desktop.- Open the downloaded pre-configured RDP. Fill in the Computer with the target remote server hostname/IP and fill up User name with the ADM ID using format DOMAIN\ADM_firstname.lastname- Proceed to click Connect to start connection to the remote server. 2. The user with non-AL laptop a) Connecting by using normal Remote Desktop Connection - Once the user is connected to the Jump Server (AS-SG-PULSE01) through the Secure Remote Access Partner Portal, click Start and open Remote Desktop Connection- Click Show Options in the Remote Desktop Connection window: - Fill in the Computer with the target remote server hostname/IP and fill up User name with the ADM ID using format DOMAIN\ADM_firstname.lastname - Click Advanced tab and click Settings button - A pop-up window will appear as below. Fill up the following fields: >Select Use these RD Gateway server setting>Fill in the server name with either of the below endpoints:APAC: rdg-ap-global-apse1.apps.airliquide.com:443China: rdg-ac-global-cnn1.apps.airliquide.com:443>Untick checkbox for Bypass RD Gateway for local addresses>Tick Use my RD Gateway credentials for the remote computer if the user is using the same credentials for both RD Gateway and the target server. >Click OK - A pop-up window will appear. Enter the ADM password to proceed with the connection b) Connecting by using the pre-configured RDP connection- Once the user is connected to the Jump Server (AS-SG-PULSE01) through the Secure Remote Access Partner Portal, the user should see the shortcut of the pre-configured RDP for APAC and China RDG at the Desktop. The user can use the shortcut to access the service without needing to manually configure the RD Gateway setting in the RDP connection.- Refer to the step for User using AL laptop to guide user how to connect LOGGING CATEGORISATION: Business service: GIO-CS-Cloud Managed Configuration item: AP-P-10-BAP-COE-PROD Category: Cloud Infrastructure Subcategory: Availability and Performance Issue Assignment group if not L1: GIO-CS-SD-CLOUDAWS-L2 TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1, L2
Oracle - Oracle Login Issue after migrating from HTTP to HTTPS [After 15-FEB-2025]
English
m.salehudin@as.corp.airliquide.com
973
NaN
Uncategorized
Published
2025-09-29 14:08:25
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
527
2025-04-17 9:34:20
#########
NaN
BAP-COE-ORA-L2
COUNTRY/REGION:APAC ENTITY:BIS-APAC PURPOSE: This document gives the detailed steps to configure Java to open Oracle applications after the migration to HTTPS. The date of implementation for ALPROD is 15-FEB-2025 (Saturday). The date of implementation for JPPROD is 23-FEB-2025 (Sunday). This document contains 3 sections: SECTION 1: Configure Java SECTION 2: Clear Cache SECTION 3: Add Trusted Sites SECTION 1: CONFIGURE JAVA 1) Click on Start Button 2) Search Configure java 3) The below page opens 4) Go to Security tab, click on "Edit Site List" button under Exception Site List section 5) Add line: https://alprod.as.corp.airliquide.com:443 (Note:- Remove / if any at the end ). Click OK. Oracle Japan Application (https://jpprod.as.corp.airliquide.com:443 ) Oracle APAC Application (https://alprod.as.corp.airliquide.com:443 ) 6) Now Go To "Java" tab and click "View" button to see active Java Versions 7) Enable Java 1.8 versions. Apply OK and close Note: In case your Oracle forms does not open, please disable Java 1.7 version and close browser and retry opening Oracle forms. Note: For installation of latest Java version 1.8 - Please contact the local Service Desk or raise a MyIT Corner ticket Video tutorial on how to add site exception to Java: https://drive.google.com/file/d/1YkvsP8D_xVhUWoDBjHsqWCl6idVsr95Y/view SECTION 2: CLEAR CACHE 1) Click Start > Search Configure Java or Open Java from Control Panel2) Select General tab and Click Settings button SECTION 3: ADD TRUSTED SITES In edge Open internet optionsClick on Sites Button in Security tab Add the url without / at end https://alprod.as.corp.airliquide.comin edge open the url in edge mode then launch the forms run with the latest version of java with pop up Common IssuesSome users may encounter an error message like the one below when trying to access Oracle website, even though they are connected to the Air Liquide network (work from office), STEPS: Please be advised that this is a known issue, and the support team is aware of it. The P2 ticket number is INC1644570. If the user encounters the error message mentioned above, kindly advise them to launch and connect to the Ivanti VPN before attempting to access Oracle as temporary workaround. The user should then be able to access Oracle without any issues. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: ApplicationSubcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling for assistance on how to join a meeting in Zoom. STEPS: 1. Click the Zoom web conference from your invitation Join Zoom Meeting https://zoom.us/j/1234567890 2. When Zoom window is opened in web browser click the link shown below 3. Next, to avoid extra software installation click join from your browser link 4. After Zoom starts input your name and click Join to enter the meeting 5. Allow Zoom application to use your PC microphone 6. Click a Unmute & Start Video ikon to use your camera to join conference Please note: During the web-meeting to let you - the invitee - to share your screen may require the host (3rd part person) to pass you presenter rights LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only Windows Configuration item: Host name Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BEC-EUS-FS-YNT-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Invoice is not found or missing in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: Follow the steps below to find the invoice details in myGAS: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Invoices to see the invoice details. 5. Click View to see the respective invoice details. Note: Invoices that are dated in the last 12 months are visible. Make sure invoice is available in Gideons system. Use following query to check the invoice details in MyGas: use [CP_SECURITY] SELECT * FROM CPS.Country use eds SELECT TOP 10 * FROM EDS.DOCUMENT where country_id =@country_id and doc_no =#INVOICENO# order by created_date desc use CP_ALMALAY SELECT TOP 10 printed_date ,* FROM CP.Invoice_header where INVOICE_NO =#INVOICENO# order by date_printed desc Use following query to check the invoice details in Gideons: Use ALMalay SELECT top 100 * FROM CUSTOMER_PORTAL_EXPORT_INVOICES_AUDIT where year(created_dtm) = @Year and month(created_dtm) = @Month and day(created_dtm) = @Date order by created_dtm desc OR where doc_no =#INVOICENO# LOGGING CATEGORISATION: Business service: BAP - HUB - myGas Configuration Item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Data Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: China ENTITY: BIS - APAC SYMPTOMS: SAP password reset / unlock / functional issues STEPS: ENVIRONMENTS: P34, or called also SAP ECHO - prod environment (Service Desk has no access to K34 - Test Environment) PASSWORD RESET / ACCOUNT UNLOCK: 1. Guide user to reset password SAP P34 in CARM ( to keep the password synchronised user should reset SAP P34 for the same password as Windows password or reset all password for the same ) Take over pc and help/guide user if needs 2. FUNCTIONAL ISSUES, REQUESTS & EVOLUTION, USER ACCESS REQUESTS: End user should contact the Key user based on the domain (department) where they are working. (File with List of the Key users can be found under the "Details Section") AD HOC Request needs to be closed by Service Desk. User or his Keyuser needs to open a ticket in Mantis system. It contains also documentations and link to Mantis: https://mantis-ec.eu.corp.airliquide.com/my_view_page.php Please share with user the guideline regarding [Guideline] BCS - Mantis Guidelines: Please also note that NOT all users will have access to MANTIS system. Here he will find all the knowledge user might needs: https://docs.google.com/presentation/d/1aZPCb9tr-bmfXWy9Bx_uFsiSA782w9or7g6yCDn5xgU/edit#slide=id.g6c6b38c8e7_1_711 WORKSTATION RELATED ISSUES (installation, missing environments etc.): ticket must be assigned to Field Services ( Onsite Support) LOGGING CATEGORISATION: For PASSWORD RESET / ACCOUNT UNLOCK: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guided user how to reset password in CARM In case of blank ESS Incident submitted by the user or reporting an issue: Business service: BEC - Application maintenance - SAP Echo Configuration item: SAP ECHO - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): Based on the issue that the end-user facing ARTICLE TYPE: FCR; Assignment TEAM: L1; OSS
airliquide, bts, changhou, china, com, corp, e&c china, echo, english, low-sc, p34, password, reset, salehudin@as, sap, sap echo, sap p34, sap password reset, software
NaN
KB0018090
BTS BLAC - DO Unconfirm request (especially for Australia, due to DO auto confirmation in OBC)
English
m.salehudin@as.corp.airliquide.com
20
Deepak HASANI-SC
Uncategorized
Published
2025-08-06 3:56:41
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
16
2025-08-06 3:55:15
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: DO Unconfirm request (especially for Australia, due to DO auto confirmation in OBC) POSSIBLE CAUSES: DO auto confirmation in OBC. BEFORE YOU START: There are instances that driver mistakenly record wrong delivery volume in OBC and confirm the DO from OBC. In such scenarios, state of the DO is updated to Confirmed status (= 20) and ready to interface to GIDEONS. In Australia case DOs are not interface to GIDEONS immediately upon confirmation. So that support team has ample time (before 5PM) to demote the state of the DO to "Committed" before the DO get interfaced to GIDEONS and get invoiced. STEPS: 1. Find the DO (delivery order) from the backend with the following scripts Ensure that status of the respective BLAC TRIP STOP is Confirmed (20) and not interfaced (CONTROL_FLAG of BLAC TRIP_STOP is Not equal to 9) select DO_ID, status_id, control_flag, * from BLAC.TRIP_STOP where status_id = 20 and control_flag <> 9 2. Demote the BLAC TRIP STOP STATUS to Committed (10) (Update from 20 to 10) update BLAC.TRIP_STOP set status_id = 10 where do_id = 'DOxxxx' 3. Inform IT Approval or Budget Approval or the BLAC dispatcher to change the delivered quantity or cancel the DO from FTC screen. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling because the VPN connection by Ivanti (Pulse) is slow. BEFORE YOU START: Check the followings: if user has an Okta account -> check the account in OKTA dashboardif user has a SRA account role => check in CARM, if user does not have one it should be requested as per KB0011600 If all the checks are done it is necessary to see with the GIO-SEC-PSS-RUN-L2_L3 team which manages the SRA tagged in BS Ivanti (Pulse). STEPS: 1. Perform speed test without VPN connection: https://www.speedtest.net/ 2. Take screenshot of the result: including Ping / Download / Upload speed 3. Perform the same during VPN connection 4. Ask user if he/she can connect to a different network (e.g. Hotspot) 5. Try connecting with different gateway (such as North America in the morning or China in the afternoon) 6. Check whether Zscaler is installed on the PC. If not install it according to KB0039436. LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Remote Access Configuration item: Hostname Category: Application Subcategory: Availability and Performance issue Assignment group: GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: ZScaler requires OKTA verification to login. User still unable to pass through, although they have input their Windows password. It will shows "Unable to Sign in" BEFORE YOU START: User must be connected to AirLiquide Network i.e. Office Network (LAN/Office Wifi) or Secure Remote Access (Ivanti) User must register with OKTA/Setup Okta Verify to the desktop KB0028488 - OKTA - How to activate Okta Verify on PC (GLOBAL) STEPS: 1. Make sure user is connected to AirLiquide Network. Remote to user PC to support the issue easier. 2. Exit ZScaler and confirm. If it require disable password, use the ZScaler Disable password that is the following: Please contact with Floorwalker. 3. Confirm user has OKTA Verify ready. If not, guide user to activate OKTAVerify in the machine. 4. Launch ZScaler again from the Windows search bar NOTE: If you can't find the app, in that case open services - as admin - and start the zscaler from there , then zscaler will launch 5. During initial connection setting, user might be required to authenticate connection of ZScaler using multipass: OKTA. Guide user to Verify using Airliquide Device (Desktop OKTA Verify, or smartphone apps, depending which is easier) 6. Upon authentication successful, Zscaler screen will disappear. Make sure the ZScaler icon turned blue and status is started. *If below error appear, user is not properly login to Zscaler yet. Try to connect to other network and relogin to Zscaler again. LOGGING CATEGORISATION: Business service: GIO - SEC - OKTAConfiguration Item: OKTA - PROD Category: ApplicationSubcategory: Account and Password Resolution Notes: Disabled and relaunched ZScaler. Aftrwards, the user could successfully authenticate by Okta Verify. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, authentication, com, connect, corp, english, in, log, login, makmon-sc, mohdasnawi, okta, on, requires, salehudin@as, sign, to, unable, verification, verify, zscaler
NaN
KB0018978
Network - this site can't be reached
English
m.salehudin@as.corp.airliquide.com
1751
Hamza MOKHTARI
Network / Connectivity
Published
2025-07-30 5:56:45
6
GIO Service Desk
NaN
#########
3.00
GIO - SEC - On-site Firewall
NaN
NaN
NaN
915
2025-04-17 9:29:47
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling he/she is unable to access a specific website that was accessible before due to the error message "Sorry, you don`t have permission to visit this site" or "This site can't be reached". User might receive the same error message when trying to establish VPN connection via Ivanti. BEFORE YOU START: For secure internet access users must be connected directly to the AL network in the office or through Ivanti remotely. In both cases computers must always have installed CORTEX and Zscaler (Service must be enabled) For the very first connection authentication by Multipass is necessary. Follow: KB0019779 After, the Zapp will automatically connect. It uses the AL email (SSO connection). If for any reason if the SSO doesnt work an Okta authentication window will open and the user will have to enter his/her email address. Ask user whether the website was accessible before on the Air Liquide network. IF NOT, please redirect user to My It Corner to raise the request "Grant access to a blocked website" as per the article KB0011988. IF YES, follow the troubleshooting steps below. STEPS: 1. If no cloud in the Taskbar, please type Zscaler in the research field 2. Click Start button and open the Zscaler App 2. If the user is outside of AL network and logged in to the application, he needs to validate himself/herself with Okta only for the first time. If the user is logged off the validation needs to be done again. 3. Check if the status is ON In case of "Network Error" click Retry 4. Check in the Control Panel > Internet options if the user got this parameter in Security tab > Trusted Sites > Sites 5. Perform basic network troubleshooting steps while connected to the AL network (execute Zscaler and Proxy reg. files and perform gpupdate /force in CMD) Follow: KB0011578 6. Restart the router (Only in case the user is at home, otherwise skip to Step 7.) 7. Reboot the computer In case the issue still persists, create a log file from the Zscaler application as per KB0041528 LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Internet Access Configuration item: Secure Internet Access - PROD Category: ApplicationSubcategory: Functional / Technical Issue Resolution Notes: Zscaler service was enabled successfully. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, accessible, airliquide, app, application, blocked, blocked "sorry, can, com, corp, don, english, hamza, have, ivanti, mokhtari, network, no, not, permission, reached, salehudin@as, site, software, sorry, to, visit, website, wifi, you, you don`t have permission to visit this site" or "this site can't be reached"., zapp, zscaler
NaN
KB0017694
BTS Gideons - Interface issue with GAUS
English
m.salehudin@as.corp.airliquide.com
27
Deepak HASANI-SC
Uncategorized
Published
2025-08-01 3:20:07
5
GIO Service Desk
NaN
#########
NaN
BAMEI - GIDEONS CMS
NaN
NaN
NaN
16
2025-08-01 3:19:05
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Users reporting interface issue with GAUS. STEPS: 1. Run the following query with the help of IT Approval or Budget Approval. Check data based in transaction number because of which GAUS Interface didn't work. SELECT * FROM dbo.INVENTORY_WIP_TRANSACTION_FILE IWTF WHERE IWTF.TRANSFER_FLAG = 'N' AND LTRIM(RTRIM(IWTF.COMPANY_REF)) NOT IN ('JP01110','JP01230','') AND IWTF.TRANSACTION_REFERENCE = <> 2. If the query returns data for the transaction number. Then, check the TRANSFER_FLAG status. If TRANSFER_FLAG is "N" then the transaction is yet to be interfaced. If TRANSFER_FLAG is "E" then the transaction is interfaced to GAUS and LAST_UPDATE_DATE will indicate when it was interfaced. Important Tables: GAUS_LOCATION_MAPPING (For mapping GAUS LOCATION with Gideons) GAUS_COMPANY_MAPPING (For mapping GAUS COMPANY with Gideons) 3. If data is interfaced to GAUS, then use the GAUS_COMPANY_MAPPING table to check the folder path of the file where the data was interfaced. 4. If the query in Step-1 did not return any data, raise ticket to HubIT for further investigation LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
BTS Gideons - Response ID is undefined in CFD or CFD Cannot load the index page
English
m.salehudin@as.corp.airliquide.com
19
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 5:50:09
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
12
2025-05-27 4:41:20
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: 1. Response ID is undefined in CFD. 2. CFD Cannot load the index page. STEPS: 1. If you encounter issue with Response ID is undefined, this is related to WAF issue and needs to be enable by the GIO team and therefore, please contact the HUB IT. 2. If you encounter issue with CFD Cannot load the index page, please check if https://barplus.airliquide.com/CFD/australia is accessible (E.g. https://barplus.airliquide.com/CFD/{australia} - country name should be followed with the user's Country) instead of https://cfd.airliquide.com:9000/ If the above steps did not solved the issue, raise an incident with the following details: LOGGING CATEGORISATION Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group: BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
"response id undefined", airliquide, authentication, authentication error, bts, cfd, cfd cannot load, cfd error, cfd issue, cfd not loading, com, corp, deepak, displayed, english, gideons, hasani-sc, id, index, index page, load, loading, message, message is displayed: "response id undefined" authentication, not, page, response, salehudin@as, undefined
NaN
KB0021461
BTS Window Unable type Mandarin words after update - Taiwan
English
m.salehudin@as.corp.airliquide.com
11
Changhou LOW-SC
Uncategorized
Published
2025-08-13 3:30:41
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
4
2025-08-13 3:28:39
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: TAIWAN ENTITY: BIS APAC SYMPTOMS: User report that unable to type mandarin words after window update. STEPS: 1) Navigate to Finance > Invoice Users need to connect to AL network first.Go to Taiwan share drive.Path: \\172.16.152.2\software$\5.DICTS for CUW1903Copy all the file side, exclude the txt file and the shortcut.Double click on the DICTS folder then paste all the files inside the folder. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Host name Category: Devices Subcategory: Operating System Resolution notes: Service desk will guide the user update the DICTS folder. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
after, airliquide, bts, changhou, com, corp, english, keyboard, low-sc, mandarin, salehudin@as, taiwan, type, unable, unable type mandarin word, update, window, word, words
NaN
KB0027561
BTS Printer- How to install Direct Print
English
m.salehudin@as.corp.airliquide.com
187
Ay SHAH-SC
Printing / Devices
Published
2025-09-29 13:49:12
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
81
2025-05-01 7:13:11
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User requested to have direct print on their laptops. BEFORE YOU START: Check Printer name and model. Check if user have the printer IP address. STEPS: Go to Printers & Scanners Search for printers and scanners Choose the printer that I want isnt listed Choose Add a printer using TCP/IP address or hostname then click Next Enter printer IP that provided by user into hostname or IP address then click Next Wait for the printer to be detected. Then it will be appearing at below picture then click Next Wait for it to detect the driver model. Choose Canon then click Next. Choose the name of the printer then click Next Choose Do not share this printer then click Next The printer is now ready to use Click Finish After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of Device: Personal printerModel/brand of the target printer In case of blank ESS Incident submitted by the user: Business service: BAP - LOCAL PRINTERS Category: Devices Subcategory: Printers Resolution Notes: Assist user to install printer driver
airliquide, ay, bts, canon, com, corp, direct, direct print, english, how, how to, install, print, printer-, salehudin@as, shah-sc
NaN
KB0048728
BTS Virtru Access Rights
English
m.salehudin@as.corp.airliquide.com
92
Alexandre BONNAIRE
Uncategorized
Published
2025-07-30 10:11:08
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - EMAIL ENCRYPTION
NaN
NaN
NaN
18
2025-05-27 4:46:07
#########
INC1377090
GIO-EUS-DWP-L4
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling because he cannot see the option of Virtru in his gmail. POSSIBLE CAUSES: Synchronization between Virtru and Gmail is not occurring. Or user does not have account in Virtru. BEFORE YOU START: Please make sure that you can access Gast bot and you search the user via his email address. STEPS: 1. Check in GAST (it checks if the user is member of the Virtru Google Group) 2. If user is member of Virtru group, but. still have in Gmail the message that you are not authorized to send a secure mail : just wait for the daily synchronization. Access will be effective in Gmail when the daily automatic synchronization will be completed in the end of afternoon. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - EMAIL ENCRYPTION Configuration item: Virtru- PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-DWP-L4 (with Senior Analyst approval) Resolution Notes: SD advice user to wait for the Virtru access role to sync automatically. TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1, GIO-EUS-DWP-L4
BTS Windows - Generic Account Password Reset - account is not visible in CARM
English
m.salehudin@as.corp.airliquide.com
258
Vincent CAO
Windows - Storage / Performance
Published
2025-07-30 11:35:31
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
53
2025-05-01 8:37:24
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that a generic Windows account the password needs to be reset, and the account is not visible in CARM. BEFORE YOU START: Check if the account is visible in CARM. STEPS: If the account not present in CARM: Capture the name of the generic Windows accountAssign the ticket to GIO-SEC-AD-AUTHENTICATION SERVICES-L2 LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: Hostname of the pc Category: Application Subcategory: Account and Password Assignment group: GIO-SEC-AD-AUTHENTICATION SERVICES-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User need assistance to set up new BLAC account. BEFORE YOU START: Prerequisite Tools setup: Crystal Report Viewer (Please see Gideons- CSS / SYS - AL Report Manager failed to load KB0026366) Get the tool setup from the links based on OS configuration (32bit or 64bit) https://drive.google.com/drive/folders/17Pok3Ba20r4jSzxLu02zExYHitLihEju STEPS: Setup BLAC for New User Follow the below procedure to install BLAC in a user system: 1. Install BLAC initial setup. 2. Go to Zone Apps setup Files site. 3. Select required country. 4. Select BLAC section. 5. Click the latest version link and download. 6. Download completed message displays. 7. Double-click on BLAC setup file. 8. By default, BLAC install on C:\ASCApps\\Live folder. LOGGING CATEGORISATION: Business service: BAP - HUB BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Installation / Deployment Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, blac, bts, com, corp, deepak, english, hasani-sc, how, how to setup blac for new user, new, salehudin@as, setup
NaN
KB0017783
BTS BAR+ - Unable to get Project Approval Email Notification
English
m.salehudin@as.corp.airliquide.com
30
Deepak HASANI-SC
Uncategorized
Published
2025-08-01 3:26:06
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BAR+
NaN
NaN
NaN
23
2025-08-01 3:25:19
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Unable to get Project Approval Email Notification. POSSIBLE CAUSES: 1. Sales Rep ID may not associate with the SM. 2. SM may not have valid email address. STEPS: 1. Click the AL Security shortcut to launch the application. 2. AL Security Login screen is displayed. 3. The default Application is set as Gideon. 4. Select the Country of the user. 5. The AL Common Security Manager window opens. 6. Click on the Security tab and click Security Manager option. 7. The Security Manager screen is displayed as shown below: 8. Click User. 9. Click Edit button and navigate to Sales Managers tab to check if Sales Rep has associated with the SM 10. Click the Sales Rep tab. 11. Check the Sales Rep Name. 12. Check the Sales Manager Name as Default. 13. Click icon. LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-COE-GID-L2
BTS Updating Chromebox for Meet attributes in CMDB
English
m.salehudin@as.corp.airliquide.com
76
Hezhar Joyo KALUNY-SC
Uncategorized
Published
2025-08-12 9:03:41
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - CWS - HardwareforMeeting
NaN
NaN
NaN
4
2025-08-12 9:02:52
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: Certain attributes of Chromebox for Meet (CFM) can be looked up in CMDB as part of managed resources in terms Configuration Items (CI), looking up table u_cmdb_ci_chromebox BEFORE YOU START: For CFM, the CI attributes that can be viewed in CMDB will be as follows However, there may be instances that the CIs may not have been configured correctly in CMDB and may require correction. These corrections must be confirmed with the local IT Account Manager and/or Service Manager accordingly Once confirmed the changes required, procedure as follows STEPS: 1. Make a copy of the data template linked here, fill in the details required, ensuring those marked as "Mandatory" in the table above are populated with the correcting/present data. Set sharing attributes of template file to "AIR LIQUIDE" to allow assigned working group handling task to view file. 2. Create request in ITSM catalogue linked here: Mass update in ManageMyService. Be sure to create request on behalf of the IT Service Manager or Account Manager to ensure transparency of process. Select "Database Catalog" under section "Please choose the data to import" and provide sharing link of template file mentioned in #1.3. Submit requests accordingly for immediate manager approval and tasks will be updated as an RITM in MMS accordingly. 4. Verify data change once feedback is received via MMS that task has been completed. If there is any issues with the data updating or further clarification is needed, please contact your local helpdesk / submit a ticket via MyITcorner LOGGING CATEGORISATION: Business service: GIO - EUS - CWS - HardwareforMeeting Configuration item: Google Suite - PROD Category: Devices Subcategory: Operating system Assignment group (if not L1): OSS or GIO-EUS-APAC-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS or GIO-EUS-APAC-L3
GIDEONS - Request for history/listing/details record
English
m.salehudin@as.corp.airliquide.com
50
NaN
Uncategorized
Published
2025-08-22 5:29:08
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
3
2025-08-22 5:27:58
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: Request for Gideons related history/listing/details record. User may request for Delivery Order (DO), Invoice, Credit Note, Debit Note, Product, Customer and Approval Workflow listing etc. POSSIBLE CAUSES: User need the Gideons related history/listing/details record. BEFORE YOU START: 1. Confirm the country, application = Gideons and details require by user. 2. Make sure the details requested not pass more than 6 months data. 3. It is better if user can provide the detail information require. For example, for Delivery Order history user may list down the require data such as DO number, Invoice number, Parent Customer number, Account Number etc. 4. Get confirmation from GIO-EUS-SD-APAC-L1.5 for the complexity based on provided information. STEPS: Advice user based on request complexity: 1. For simple data extraction, advice user to raise GIDEONS > Simple Mass Data Extract https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=7b143791db9d9050d07cf90532961961&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 This catalog will goes to GIO-EUS-SD-APAC-L1.5 2. For Complex data extraction, advice user to raise: GIDEONS Complex Mass Data Extracthttps://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=a2076082db011410459b890b0696194a&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 This catalog will goes to BAP-COE-GID-L2 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Driver cannot login to the application POSSIBLE CAUSES: 1. Driver may try login with incorrect password. 2. Mobile data connection may be OFF. 3. The OBC server may be slow or down. STEPS: 1. Launch the OBC application. 2. Login with the provided User ID and Password (SSO). Warning: Password is case sensitive, driver have to be careful while key-in the password. 3. If the user forgot password, a. Click Forget Password b. The hint screen appears, answer the hints c. Reset password done successfully "message is displayed. Tip: Request IT to reset password at BLAC-DRIVER-OBC, if the user forgot the hint. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
Acrobat - Adding color background to a text box in a PDF
English
m.salehudin@as.corp.airliquide.com
1
NaN
Uncategorized
Published
2025-07-29 5:39:17
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1
2025-07-29 5:36:25
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: User want to know how to add color background to a text box in a PDF STEPS: 1. From the tool screen, click on Text callout icon 2. Create the object and input the text accordingly 3. Click on "Select" icon and select the callout 4. Press CTRL+E. You will see the callout properties at the top of the screen. You can click the background icon to change the color. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager and relatedExplanation: Guidance to callout function In case of blank ESS Incident submitted by an end-user: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC hostname Category: Application Subcategory: Support/Assistance Resolution Notes: Show where to go request submitted.
acrobat, adding, adobe, airliquide, background, box, change, change text background color, color, com, corp, english, pdf, salehudin@as, text
NaN
KB0054663
BTS Temporary Disable Cortex Policy
English
m.salehudin@as.corp.airliquide.com
48
NaN
Uncategorized
Published
2025-08-12 7:33:54
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - Secure Industrial Remote Access
NaN
NaN
NaN
2
2025-08-12 7:31:25
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User is calling to request to disable Cortex policies due to upgrade OS (Server) POSSIBLE CAUSES: OS (Server) unable to upgrade due to Cortex is still up and running. STEPS: Guide user to raise GIO Service Catalog Requests - API Disable Cortex Server Policy, to temporary disable Cortex policies on servers. Path: GIO Services > Security > IT Security > Modern EndPoint Protection > API Disable Cortex Server Policy Direct URL: API Disable Cortex Server Policy LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guide user to raise the GIO request accordingly In case of blank ESS Incident submitted by an end-user: Business service: GIO - SEC - Modern End-Point Protection Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted ARTICLE TYPE: FCR TEAM: L1
BTS Unable to access to network folder "\\as-asc-gidapps2\"
English
m.salehudin@as.corp.airliquide.com
20
NaN
Network / Connectivity
Published
2025-08-12 8:14:34
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
1
2025-08-12 7:48:03
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:JAPAN ENTITY:ALL SYMPTOMS: User unable to access to network folder located in \\as-asc-gidapps2\ POSSIBLE CAUSES: This caused by the Gideons server [as-asc-gidapps2] has been decommissioned moved to a new location [as-gidps-all] BEFORE YOU START: User account must be active, password has not expired User must be connected to AL network via office network (AirLiquide-Corporate Wi-Fi or LAN ethernet connection) or via Ivanti. STEPS: Please guide user to use new path, replacing \\as-asc-gidapps2\ [OLD] with \\as-gidps-all\ [NEW] LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: guide user to use new path, replacing \\as-asc-gidapps2\ [OLD] with \\as-gidps-all\ [NEW] In case of blank ESS Incident submitted by an end-user: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Situation: Availability [Incident] Assignment group (if not L1): 1.5Apps Resolution Notes: Show where to go request submitted ARTICLE TYPE: FCR, Assignment TEAM: L1, L1.5Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user requested to delete account in Gideons User need to submit request vi MyIT corner for account deletion: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=9a60c9a50f51cb00aca9c9cce1050ec0 BEFORE YOU START: Check if account is already deleted in CARM, if not please assign ticket to CARM L2 to offboard the account. Please make sure to check user's account from ALL entities. STEPS: Open AL Security (each location) Search for the users name or ID Click delete. Please double check by searching the name again to make sure its deleted Do the same steps for other location/entity LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Finding a catalogueExplanation: Service Desk will guide the user to submit request via myITcorner and delete it in AL Security In case of blank ESS Incident submitted by the user: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will guide the user to submit request via myITcorner and delete it in AL Security ARTICLE TYPE: FCR TEAM: L1
access, airliquide, al, al security, apac, bts, com, corp, delete, english, gideons, gideons-, how, how to, matutina-sc, rose, salehudin@as, security
NaN
KB0023439
BTS SIO.PREDICT Access Issue
English
m.salehudin@as.corp.airliquide.com
18
Marine PEREZ
Uncategorized
Published
2025-09-29 14:33:37
5
GIO Service Desk
NaN
#########
NaN
ALZ - WW - Production Asset
NaN
NaN
NaN
9
2025-08-11 7:38:07
#########
NaN
ALZ-AME-GCS-Production Assets-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User unable to access SIO.PREDICT (AVEVA) client. Page keep loading. *AVEVA is a tool managed by Alizent. SIO.PREDICT Access URL:https://appstream2.ap-southeast-1.aws.amazon.com/#/streaming?reference=fleet%2FBIS-APAC-MY_Fleet BEFORE YOU START: Confirm with user if they have applied for SIO.PREDICT access via CARM. STEPS: Guide user to access via below link to access Appstream as a workaround. https://auth-pprd.apps.airliquide.com/samlv2/SSOIDPInit/APST01T?spEntityID=urn:amazon:webservices&NameIDFormat=unspecified&RelayState=https%3A%2F%2Fappstream2.ap-southeast-1.aws.amazon.com%2Fsaml%3Fstack%3DBIS-APAC-MY_UATStack%26accountId%3D250841456517 If issue still persist, gather all the necessary details and escalate to GIO-EUS-APAC-L3. LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item: SIO.Predict ALZ - PROD Category: Application Subcategory: Availability and Performance issue Assignment group: AME: ALZ-AME-GCS-Production Asset L2APAC: ALZ-AP-GCS-Production Asset L2 EU & AMEI: ALZ-EU-GCS-Production Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Smartour - Smartour account created but still no access to it, Citrix installation
English
m.salehudin@as.corp.airliquide.com
70
Maik GERHARDS
Uncategorized
Published
2025-07-29 20:16:24
6
GIO Service Desk
NaN
#########
NaN
GIO-CS-EUR-PaaS Virtualization
NaN
NaN
NaN
31
2025-05-27 4:51:31
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: Citrix software is not installed and user can not test Smartour or Citrix is installed but user can not chose the right option on the log in screen of Smartour and after trying to log in he/she gets error message. STEPS: 1.Citrix must be installed on the computer. Please install Citrix from MyItCorner. 2. Ask if user's Smartour account is already created and user has got the needed credentials. If not , Smartour account must be requested in My It Corner. In the search bar on the homepage, type "Other applications" to find the request. 3. Thank check Active Directory because user must be member of these 2 groups: DG-Europe-CTX-CROSS-USR-PPRD, DG-Europe-CTX-CROSS-USR-PROD 4. If you see that user is no member of these groups than please ask the user to raise a request in Manage My Service > Catalogs > GIO Services > Business Apps Foundations > Identity & Access Management > Active Directory > Add / remove Active Directory Groups Member 5. Please always check if the user is using Air Liquide Citrix (in the link there should be the name "airliquide.com" e.g. http://xen.eu.corp.airliquide.com/ or https://fr-s-alsd-infra.eu.corp.airliquide.com) We support only the AL Citrix! LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guide user to raise related request via MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted Resolution Notes: Guided user to the necessary request form TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
access, access rights, account, airliquide, but, citrix, citrix installation, com, corp, created, creation, english, gerhards, group, installation, launching, maik, member, member of group(s) in windows, no, not, opening, rights, salehudin@as, smart, smart tour not opening from citrix, smartour, smartour account creation, smarttour, smarttour not launching from citrix, software, still, tour, windows
NaN
KB0054704
Unable to Download or Update Installed Applications from the Play Store
English
m.salehudin@as.corp.airliquide.com
35
NaN
Uncategorized
Published
2025-08-12 8:48:09
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
3
2025-08-12 8:47:32
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user is unable to download or update applications on their Android mobile phone after enrolling in Intelligent HUB POSSIBLE CAUSES: Scenario 1 (ticket reference: INC1165426): While enrolling in Intelligent HUB enrolment, the process was interrupted. And the user decided to reinstall Intelligent HUB application itself. The user successfully uninstalled the apps but was unable to download it again from the Play Store. The Download option was change to Update Scenario 2 (ticket reference: INC1570049): The user unable to update non-work-related applications (personal apps) installed on their Android mobile phone. BEFORE YOU START: Please ensure that the user has completed the prerequisite steps to enroll Intelligent HUB on their Android mobile phone. STEPS: Open the settings apps on your Android device. Scroll down and tap on the Apps & notifications or Application Manager option. Find and tap on the Google Play Store app in the list of apps. Tap on the Storage or Storage & cache option. Tap on the Clear cache button. If clearing the cache doesnt resolve the issue, you can try tapping on the Clear data button. Note that clearing data will remove your app preference and settings, so you may need to sign back in to some apps after doing this. Once you have cleared the cache or data, close the Settings app and try accessing the Google Play Store again. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Intelligent Hub - Issue Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Application Subcategory: Support / Assistance Resolution Notes: SD guide user to clear the cache or data from the Android Mobile Phone TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, applications, com, corp, download, english, google, google play store, install, installed, play, play store, salehudin@as, software, store, unable, unable to download application, unable to download or update installed applications from the play store, unable to install application, update
NaN
KB0053363
BTS Windows - Forgotten Windows Hello PIN and the option to remove is grayed out
English
m.salehudin@as.corp.airliquide.com
217
Miranti NINGRUM-SC
Windows - Storage / Performance
Published
2025-09-29 12:51:53
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
35
2025-05-01 8:35:13
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The users forgot their Windows Hello PIN to login and the option to remove is grayed out. BEFORE YOU START: Although they might have forgotten their Windows Hello PIN, they can still login with their Windows password.The Windows Hello PIN is an easy way to remember a secret login code, which consists of an 8-digit numbers.The PIN only works on one computer and it's a device-specific, therefore, if the user has multiple devices, the Windows Hello PIN needs to be set up separately. STEPS: 1. Open Windows Power Shell with your ADM credentials and enter this command powershell -windowstyle hidden -command "Start-Process cmd -ArgumentList '/s,/c,takeown /f C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC /r /d y & icacls C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC /grant administrators:F /t & RD /S /Q C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc & MD C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc & icacls C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc /T /Q /C /RESET' -Verb runAs" Reference: https://answers.microsoft.com/en-us/windows/forum/all/remove-pin-sign-in-has-no-option-to-remove/08c6367b-621e-41a2-b290-adb75ea38d92 2. Restart the computer and try to reconfigure the Windows Hello PIN. LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Devices Subcategory: Support / Assistance Resolution Notes: Assisted the user in resetting his/her Windows Hello PIN. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bts, com, corp, english, forgotten, grayed, hello, is grayed out, miranti, ningrum-sc, okta, option, out, pin, remove, reset, salehudin@as, software, to remove, windows
NaN
KB0019821
BTS Windows - Cannot write in Japanese
English
m.salehudin@as.corp.airliquide.com
81
Mohdasnawi MAKMON-SC
Windows - Storage / Performance
Published
2025-08-05 9:53:45
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
73
2025-08-05 9:52:49
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: This issue usually happens to users with new PC/received replacement PC User already have Japanese Language pack installed, along with Microsoft IME keyboard, but cannot change the writing method from Romaji to Japanese Writing (Cannot change the input icon "A" to become ?) POSSIBLE CAUSES: Issue occurs with the Microsoft update/new PC setting. BEFORE YOU START: Guide user to download DICTS file and copy new DICTS files in the C:\Windows\IME\IMEJP folder. ADM rights needed for above process. STEPS: Download the DICTS zip file from below link: https://drive.google.com/file/d/1t3Pweu7vrDhtt4cCwhbCIyg0vo92EEDR/view?usp=sharing Extract the zip file to DICTS folder Copy the whole DICTS folder and over-write the DICTS folder in C:\Windows\IME\IMEJP folder. Choose "Replace the files in the destination. Click Continue and proceed using ADM access After complete, try to type in Japanese/english to see if the issue resolved. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Device Subcategory: Bug/Defect Resolution Notes: Contact user and follow the above steps TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS Telephony - New user account creation/Password reset
English
m.salehudin@as.corp.airliquide.com
26
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-29 14:32:20
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - IGA
NaN
NaN
NaN
6
2025-08-12 7:23:38
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: SINGAPORE ENTITY: BIS APAC SYMPTOMS: Telephony issues and new account creation STEPS: HR corporate admin need to assign the phone number and extension to the user. Hardware, Account Creation Guide for Onboarding for phone password (reset password) VE Corporation Administrator will assign a number for new Staff 22nd Flr VE Corporation Administrator will assign a number for new Staff 20th Flr For Omnicom Support Email for arrange for System Update (Change Password, Change Name, Change Number, Logout number) Email: helpdesk@omnicomm.com.sg LOGGING CATEGORISATION: Business service: BAP - HUB - Telephony Configuration Item: PC hostname Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): FS Singapore ARTICLE TYPE: FCR TEAM: L2
account, airliquide, bts, com, corp, creation, english, matutina-sc, new, new user account, password, password reset, reset, rose, salehudin@as, telephony
NaN
KB0017819
BTS Gideons- Events are Not created from other Applications in CFD
English
m.salehudin@as.corp.airliquide.com
72
Deepak HASANI-SC
Uncategorized
Published
2025-08-06 4:03:34
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BAR+ Customer Feedback
NaN
NaN
NaN
30
2025-08-06 4:02:45
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Events are Not created by schedule job from other applications. ( MyGas,Suspect Cylinder, Back Order, GTS - smiley) STEPS: 1.Please check below SPs (stored procedures): Gideons to DMZDB 1) GTS-Smiley : [DMZSYNC].[Bsp_Sync_GIDEONSData_Staging_CFD_GTS] 2) MyGas : [DMZSYNC].[Bsp_Sync_GIDEONSData_Staging_CFD_MYGAS] 3) Suspect Cylinder: [DMZSYNC].[Bsp_Sync_GIDEONSData_Staging_CFD_CSS] 4) Back Order: [DMZSYNC].[Bsp_Sync_GIDEONSData_Staging_CFD_CSS_Backorders] 5) ARS: [DMZSYNC].[Gsp_Sync_GIDEONSData_Staging_CFD_ARS_CollectionManagement] DMZDB to CFD Event Creation SPs: 1) GTS-Smiley : [DBO].[Bsp_Sync_GIDEONSData_DMZ_CFD_GTS_SMILEY] 2) MyGas : [DBO].[Bsp_Sync_CustPortal_GIDEONSData_DMZ_CFD_MYGAS] 3) Suspect Cylinder: [DBO].[Bsp_Sync_GIDEONSData_DMZ_CFD_CSS_SUSPECT_CYLINDER] 4) Back Order: [dbo].[Bsp_Sync_GIDEONSData_DMZ_CFD_CSS_BACKORDER_CREATION] 5) ARS: [dbo].[Bsp_Sync_GIDEONSData_DMZ_CFD_ARS_COLLECTION_NOTE_EVENT_CREATION] 6) BarPlus: [DBO].[Bsp_Sync_GIDEONSData_DMZ_CFD_BARPLUS] 7) Medallia : [dbo].[Bsp_Sync_GIDEONSData_DMZ_CFD_MEDALLIA] LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: GIDEONS PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:APAC ENTITY:ALL SYMPTOMS: User unable to login to ALNET portal POSSIBLE CAUSES: User account is not created in myGas.User account settings is not configured properly (wrong userID recorded). BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: 1. Login to MyGas 2. Search for the user name under Users > User Name. 3. Select user's record and view the details. 4. Amend the userID accordingly. LOGGING CATEGORISATION: Ticket template to be used: N/A Business service: BAP - HUB - myGas Configuration item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
BTS Spring Lake - Apply ALC P2P project permission
English
m.salehudin@as.corp.airliquide.com
8
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-08-12 6:14:01
4
GIO Service Desk
NaN
#########
4.60
BAP - HUB - SPRINGLAKE
NaN
NaN
NaN
39
2025-08-12 6:12:35
#########
NaN
BAP-HUB-SPRINGLAKE-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User wants to add ALC P2P project permission in Springlake. BEFORE YOU START: User need provide who has same permission access and the access screenshot STEPS: Create ticket and assign to relevant team. LOGGING CATEGORISATION: Business service: BAP - HUB - SPRINGLAKE Configuration item: SPRINGLAKE GCC APAC - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
BTS Windows application within the Azure connection is malfunctioning
English
m.salehudin@as.corp.airliquide.com
140
Miranti NINGRUM-SC
Windows - Storage / Performance
Published
2025-09-29 12:51:54
5
GIO Service Desk
NaN
#########
NaN
GIO-CS-Cloud Managed
NaN
NaN
NaN
20
2025-08-13 3:36:50
#########
NaN
GIO-CS-EUR-CLOUDAZURE-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: 1. Unable to sign in to SQL Server Management Studio (SSMS) on all devices while connected directly to the SQL server via the Azure connection. Okta Verify is not authenticating correctly.Okta Verify prompts multiple times when users click on different features inside SQL Server. 2. Microsoft Visual Studio has failed to clone the project repository from Azure. 3. Issues may vary from one user to another; therefore, always probe further and gather screenshots of the error. BEFORE YOU START: Reference ticket numbers: INC1590495 & INC1564652 STEPS: Gather all necessary details (e.g., screenshots of errors, country from which the user is accessing the application) and assign the ticket to GIO-CS-EUR-CLOUDAZURE-L3. LOGGING CATEGORISATION: Business service: GIO-CS-Cloud Managed Configuration item: AP-P-10-BAP-COE-PROD Category: Cloud Infrastructure Subcategory: Access / Availability Assignment group (if not L1): GIO-CS-EUR-CLOUDAZURE-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-CS-EUR-CLOUDAZURE-L3
Yourway - HOW TO SYNCHRONIZE HIGHER ROLE ONCE IT HAS BEEN GRANTED
English
m.salehudin@as.corp.airliquide.com
21
J'Rose MATUTINA-SC
Uncategorized
Published
2025-08-13 6:33:44
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Yourway
NaN
NaN
NaN
0
2025-08-13 6:32:29
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Once thenew access role has been granted, user may need to follow these steps before YourWay will know about the change.If the user is not connected to an AL network they must first connect, then follow this process: BEFORE YOU START: IMPORTANT: User must be connected to the Air Liquide network before doing these steps STEPS: Guide the user to: 1) Lock the computer by pressing Ctrl-Alt-Del and select Lock. Unlock the Windows session using the Windows password, then test.2) If KO, reboot computer and sign in. 3) If KO, user needs to verify their access using the YourWay Diagnostics tool Find and open the YourWay Control Panel icon on the desktopRun the YourWay Diagnostics tool from the listCheck that User Access Roles matches the expected access roles for your account (all roles are listed in the YourWay User Access Role chart) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Yourway Configuration Item: PC hostname Category: Application Subcategory: Access / Rights Resolution Notes: Service Desk will guide the user on how to use the yourway app ARTICLE TYPE: FCR TEAM: L1
airliquide, been, com, corp, english, global, granted, has, higher, how, how to, matutina-sc, once, role, rose, salehudin@as, synchronize, yourway
NaN
KB0044349
BTS Windows Device - Suspected your Windows PC has infected with virus or malware
English
m.salehudin@as.corp.airliquide.com
162
Mohdasnawi MAKMON-SC
Windows - Storage / Performance
Published
2025-08-13 4:09:51
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
23
2025-08-13 4:08:54
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:APAC ENTITY:ALL SYMPTOMS: If you think your Windows PC has been compromised (virus, malware, etc) POSSIBLE CAUSES: Opening suspicious file from links, applications, from mail, internet, or portable USB drive BEFORE YOU START: Disconnect the PC from the network. If LAN, plug out the Ethernet cable. If Wifi, Turn off Wi-Fi from Windows Settings as below:1. Press Windows key + i key2. At Windows settings, Select Network settings3. Select Wi-Fi, and switch off the Wi-Fi toggle. STEPS: Open Windows Explorer > PC. Right click on C: Drive (or other affected drive) and select Scan with Cortex XDCortex XDR will start to run the scan 3. If the scan detected no problem, you can continue to use your device. If it detect the problem, quarantine the PC and inform the support team. LOGGING CATEGORISATION: Business service:GIO - EUS - UWP - Windows OS Configuration item: Device Hostname Category: Devices Subcategory: Security Assignment group (if not L1): OSS TICKET TYPE: Incident TEAM: OSS
BTS Remove device hostname from Active Directory (AD)
English
m.salehudin@as.corp.airliquide.com
36
Jack Keong WONG-SC
Uncategorized
Published
2025-05-27 4:49:41
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
2
2025-05-27 4:48:32
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:CHINA ENTITY:APAC SYMPTOMS: User call in to request remove device host name from Active Directory (AD) POSSIBLE CAUSES: E&C Local IT do not have access to remove device host name from Active Directory (AD) STEPS: -SD to create a ticket and collect information such as device hostname/ serial number, that need to remove from Active Directory (AD) - Ticket opened and to be assigning to GIO-EUS-FS-CHINA-L2 for further assistance LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Device name Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-FS-CHINA-L2 TICKET TYPE: INC ARTICLE TYPE: Assignment TEAM: OSS
BTS Windows - How to check the Global/Public IP Address
English
m.salehudin@as.corp.airliquide.com
71
Francois RENAULT
Windows - Storage / Performance
Published
2025-08-05 9:51:12
5
GIO Service Desk
NaN
#########
NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
16
2025-08-05 9:39:12
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: User want to know his/her PC Global/Public IP address range to register at 3rd party system. BEFORE YOU START: Please confirm user current public IP address and subnet mask. Current public IP address can be check from this link. If user do not know subnet mask information, you can check at this link. The subnet mask information is based on location. STEPS: 1. Go to website 2. Select subnet rule based on user information. For an example, if the subnet is 165.225.110.0/23, you can select the subnet based on the last 2 digits as per below. 3. Input current public IP address and click on Calculate 4. This is the IP address range that user can use LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Service Desk will assist the user on how to check the IP address In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration Item: PC hostname Category: Application Subcategory: Support/Assistance Resolution Notes: Show where to go request submitted.
address, airliquide, bts, check, com, corp, english, francois, global, global ip address, how, ip, ip address range, public, public ip address, range, renault, salehudin@as, software, windows
NaN
KB0011988
BTS - My IT Corner - get access to a blocked website
English
m.salehudin@as.corp.airliquide.com
2043
Mehdi GASMI
Uncategorized
Published
2025-09-29 14:51:56
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
1808
2025-06-27 5:19:15
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calling regarding how to get access to a webpage that was blocked by AirLiquide. POSSIBLE CAUSES: The concerning website got blocked after the deployment of the Zapp (Zscaler application). BEFORE YOU START: Blocked Websites are denied for all Air Liquide users. These websites are not allowed by group security policies. See Group App Catalog: Whitelisting and approval of applications for information, link can be shared with the user In case of business need of one of these websites , please ask for an exception using this request in myITcorner: Home > All Catalogs > IT > Connected Workspace > Internet & Network Access > Request access to a blocked website This will require your ZSO approval. STEPS: Raise the following request through My It Corner: Grant access to a blocked website Path: Home > All Catalogs > IT > Connected Workspace > Internet & Network Access URL: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=dd2f63e34fb2d2409864ca1f0310c740&sysparm_category=cec2bc394f8b82003d9524fe0310c73c After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITCorner Assistance Request details: For which Topic: Find a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: "MyITCorner assistance" request submitted.
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User needs to request default access by requesting the installation of the CyberArk EPM Agent on their computer. BEFORE YOU START: YourWay is a solution that allows the user to perform actions on their PC or Mac workstation without contacting the Service Desk, such as: Installing applications that are not available in the MyITCorner application catalogChanging certain system and control panel settingsRunning applications that need higher privileges Installing Yourway grants default access to the user to install and run applications that have been pre-approved (standard applications). If they also need to manage system and control panel settings or install other software, guide the user to Submit a request to whitelist your application or settingRequest a higher access role in CARM This summary of the offered access roles shows what kinds of tasks you can do with YourWay: A more detailed list of privileges can be viewed at this link - YourWay User Access Role chart. NOTE: Privileges access or higher is not available for BIS EU users in YOURWAY. If this access role is required user needs to get approval from ISO (LINK) and create an adhoc with the approval attached to it to CARM team. STEPS: Guide user to go to the My IT Corner application catalog and search for YourWay (or click on this link)Complete the form to request the automatic installation of the CyberArk EPM Agent LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will guide the user to submit request via myIT corner TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bts, com, corp, cyberark, english, epm, global, how, how to, install, matutina-sc, rose, salehudin@as, yourway, yourway-
NaN
KB0050263
BTS Windows - "This user is not allowed to login this computer" when using Generic account
English
m.salehudin@as.corp.airliquide.com
194
Muhammad Faiz BIN AZIZOL-SC
Windows - Storage / Performance
Published
2025-07-30 11:35:33
7
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
40
2025-05-01 8:19:47
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: User trying to login own ALPC with Generic account(GA) but error "This user is not allowed to login this computer" appear after input GA username and password POSSIBLE CAUSES: Generic account can only be use on registered PC(Mostly shared PC). BEFORE YOU START: User need to have the correct username and ID of the Generic account (reference ADHOC1086083) STEPS: 1.Get the Generic account username and user's ALPC number 2.Create Incident and escalate to CARM team 3.Take screenshot of the Error and attach to the ticket if necessary LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
BTS Windows Shared Drive Access- How to check if user has access to the Field Server
English
m.salehudin@as.corp.airliquide.com
52
Mariacecelia FERNANDEZ-SC
Windows - Storage / Performance
Published
2025-08-13 6:22:12
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
3
2025-08-13 6:21:22
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: AMER ENTITY: BIS AMERICAS SYMPTOMS If user would like to check if he/she has access to the field server BEFORE YOU START: Always verify the list of servers managed by CARM, if applicable, have user request the access through CARM CARM - List of file servers managed by CARM (Global) CARM managed network drive access: Redirect user to CARM to request access as per KB0012352. STEPS: How to check if user has access to the Field Server In Active Directory go to Member Of tab and check if the user is added to the security group In case you need to get the name of the security group, follow the below steps: From the file explorer, in the Air Liquide environment Access the network/shared driveRight click on the folder desired and click PropertiesGo to Security tab to show the Group NameVerify in the user's AD account, in the Member Of tab, if the same group is already added.If the user is added to this group, he should have access to that folder or server. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Access / Rights Resolution Notes: Service Desk will check in Active Directory if user has access TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, access-, acess, airliquide, bts, check, com, corp, drive, english, fernandez-sc, field, has, how, how to, if, mariacecelia, salehudin@as, server, shared, software, windows
NaN
KB0019806
BTS GIDEONS - CIS - One user is unable to login CIS
English
m.salehudin@as.corp.airliquide.com
100
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-07-30 5:50:12
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - CIS
NaN
NaN
NaN
33
2025-05-29 2:37:49
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS Only one user or few users are unable to login CIS. POSSIBLE CAUSES: 1) Not be assigned any CIS group in AL security 2) User status is inactive in AL security 3) No account in CIS BEFORE YOU START: Please make sure to include screenshot, user ID, access of groups, users status to the ticket before assigning to L1.5 STEPS: Check is user status active and is there any CIS groups assigned to the user. If user status is inactive or no any CIS group assigned to the user, then guide the user to raise an access/permission request to apply it through IT corner. https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=9a60c9a50f51cb00aca9c9cce1050ec0&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 Or https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=fc02c9a7374b8700e1a4cea954990ebe&sysparm_category=719b574a4fcf3e40eaa6ab6ba110c779 (For China users) 2. Check is there account in CIS SELECT * FROM CIS.FITTER WHERE NAME LIKE '%JIAN%' AND NAME LIKE '%ZHAO%' If no account in CIS, then guide the user to raise an access/permission request to apply it through IT corner. LOGGING CATEGORISATION: In case you guided user to raise access request via MyITCorner please create request. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guide user to raise related request via MyITCorner In case of blank ESS Incident submitted by the user: Business service: BAP - HUB - CIS Configuration item: CIS - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
account, ahmad, airliquide, binti, bts, cis, com, corp, dayana, english, gideons, inactive, login, no, no account, one, rawi-sc, salehudin@as, status, unable, user status
NaN
KB0056451
Request for audit trail or transaction history with passed 6 months data
English
m.salehudin@as.corp.airliquide.com
35
NaN
Uncategorized
Published
2025-08-22 5:31:14
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BI
NaN
NaN
NaN
0
2025-08-22 5:30:21
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Request for audit trail or transactions history with passed 6 months data for GIDEONS, BAR+, Bulk Logistic Active Cycle, GTS or MyGAS POSSIBLE CAUSES: Request for audit trail or transactions history with passed 6 months data. BEFORE YOU START: 1. Confirm the country and application (GIDEONS, BAR+, Bulk Logistic Active Cycle, GTS or MyGAS ). 2. User request for audit trail or transaction history passed 6 months data. 3. It is better if user can provide the detail information require. 4. Get confirmation from GIO-EUS-SD-APAC-L1.5 for clarification. . STEPS: 1. Advice user to raise request from the following catalog request: https://airliquide.service-now.com/swp?id=sc_cat_item&table=sc_cat_item&sys_id=6dc6b04edb1b9cd0b35b949adb9619ef 2. Select either Audit Data or Historical Data 3. Select requested Application: GIDEONS, BAR+, Bulk Logistic Active Cycle, GTS or MyGAS 4. In "Query URL" field, user may provide the request information details. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
Access to GIO Managed Windows Servers - APAC & China - Overview
English
m.salehudin@as.corp.airliquide.com
527
Hezhar Joyo KALUNY-SC
Windows - Storage / Performance
Published
2025-09-29 12:48:15
5
GIO Service Desk
NaN
#########
NaN
GIO-CS-APAC-AWS Managed
NaN
NaN
NaN
429
2025-09-02 2:10:56
#########
NaN
GIO-CS-APAC-L3
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: Any issues / access request related to the Remote Desktop Connection/Gateway (RDP/G) BEFORE YOU START: ? We are introducing the Remote Desktop Gateway (RDG) to control remote access to Air Liquide Windows servers. ? With RDG, users are only required to modify the RDP connection to include the RDG information or download the preconfigured RDP connection file. The connection to RDG is seamless, and users will experience the same functionality as a direct connection to the internal server. 1. Remote Desktop flow from Air Liquide device > Ivanti Secure Access Client 2. Remote Desktop flow from non-Air Liquide device > Secure Remote Access Partner Portal: https://partners-as.vpn.airliquide.com/dana/home/index.cgi > Pulse Jump Server: AS-SG-PULSE01 STEPS: In this article, we will show several situations where users encounter common issues related to this topic and the appropriate knowledge articles to provide users with basic troubleshooting. KB0056524 - Secure Remote Access Partner Portal - "You are not allowed to sign in" KB0056525 - Remote Desktop Connection/Gateway (RDC/RDG) - Getting access right to the servers KB0056526 - Secure Remote Access Partner Portal - Errors when connecting to Partner Portal KB0056527 - Remote Desktop Connection/Gateway (RDC/RDG) - Errors related to ADM account/password KB0056466 - Errors when connecting to the Devbox Server KB0056469 - Common issues within the devbox server KB0056470 - Application related issues/requests inside the server/devbox If users encounter issues other than those listed above, please create a ticket using the logging categorization provided at the bottom of this article and include the server name used by the user and the error message received. For any further issues regarding RDP server, please check with SMEs/TLs. LOGGING CATEGORISATION: Business service: GIO-CS-Cloud Managed Configuration item: AP-P-10-BAP-COE-PROD Category: Cloud Infrastructure Sub Category: Access / Availability Assignment group if not L1: GIO-CS-SD-CLOUDAWS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
BTS Gideons - User is not displayed in CFD "Open By" dropdown for APAC Countries
English
m.salehudin@as.corp.airliquide.com
17
Deepak HASANI-SC
Uncategorized
Published
2025-08-01 3:27:58
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
12
2025-08-01 3:26:50
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is not displayed in CFD "Open By" dropdown for APAC Countries STEPS: 1. Check the user has created and the Active status in the GIDDB 2. Check the user has synced back to the DMZDB with the Active Status 'A' 3. If user status is not active in the DMZDB server, contact HUB-IT to Activate the user LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, apac, bts, cfd, com, corp, countries, deepak, displayed, dropdown, english, found, gideons, hasani-sc, list, missing, not, open, prod, salehudin@as, user cannot found, user cannot found in the list missing user in cfd prod
NaN
KB0017427
BTS BLAC - Feedback from Weika is not received
English
m.salehudin@as.corp.airliquide.com
11
Deepak HASANI-SC
Uncategorized
Published
2025-08-14 2:32:34
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
0
2025-08-14 2:31:31
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Feedback from Weika is not received. POSSIBLE CAUSES: 1. The Wechat notification interface services is not running. 2. Either the whitelisted IP address is no longer valid or not whitelisted. BEFORE YOU START: 1. To access to the server, you need to have the ADM account 2. You must first remote login to jump server then remote login to the application server STEPS: 1. Ensure the interface service is running - Remote login to the jump server using your ADM account. - Remote login to application server (server name: AS-ASC-GIDAPPS2). - Go to Administrative Tools > Services or you can also type in "services.msc" from the Run command. - Look for a service called BLAC Wechat-Notification Service and check whether or not it was started (running). 2. Check if the whitelisting of IP is still valid as the IP may get changed at SGDC(SIngapore Data Center). 3. Re-run the interface if the service is down LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategry: Functional / Technical Issue Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Trip has been cancelled in the system even though it has not been cancelled by anyone. Trip consolidation was success. POSSIBLE CAUSES: The last stop was submitted during server maintenance. STEPS: Since the trip has been cancelled, manually create new trip from consolidation screen. Please refer to KB0019626, KB0019625 to do it. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Resolution Notes: SD guide user to create new trip from consolidations screen TICKET TYPE: Incident ARTICLE TYPE: FCR, Process TEAM: GIO-EUS-SD-APAC-L1
Maritime Logistician Portal and Logistics Dataflow Any Issue
English
m.veridiano@as.corp.airliquide.com
9
NaN
Uncategorized
Published
2025-04-25 8:12:54
4
GIO Service Desk
NaN
#########
NaN
BGMT - Maritime Logistician Portal
NaN
NaN
NaN
2
2025-04-24 10:27:10
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Maritime Logisticians calls to request access or report an issue about Maritime Logistics App, Interfaces and Dataflow related concerns. POSSIBLE CAUSES: Issues affiliated to Interfaces / Dataflows related to AL Maritime logistics domainIssues regarding App used by AL Maritime Logisticians to update the logistic master data and track the AL Maritime Shipment STEPS: Assign ticket to BGMT-DIG-FPT-Support-L1 LOGGING CATEGORISATION: Business service: BGMT - Maritime Logistician Portal Configuration Item: Maritime Logistician Portal PROD Situation: Bug/Defect [Incident] Assignment group: BGMT-DIG-FPT-Support-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BGMT-DIG-FPT-Support-L1
BAP - AUHC - Managed Applications - Dynamics Great Plains
NaN
NaN
NaN
3413
2025-09-22 5:59:24
#########
NaN
BAP-ALAHC-APP-L1
COUNTRY/REGION: AUSTRALIA ENTITY: BIS APAC _ SYMPTOMS: If user called regarding the below applications MEX Online Followup SleepSmart / MVC Portal OxySmart Portal Rounty Route Optimization Barcoding stocktake scanning Sales Cube Reporting Platforms Web2.0 SSRS Anyview Preceda Serial Number validate Price List Write Letter Doctor Maintenance Standing Order Email invoice Rapid PO 3-Way matching SRSS report Dorothy BEFORE YOU START: Please make sure user has access to the Dynamics GP Please avoid raise P1 priority ticket for any issue related with Oxysmart, as it DOES NOT qualify as P1. STEPS: Please double check if they can login to the GP system below. Get the details of the issue, screenshots, error message and assign it to the ALHC Application team.If the user having issue with Dynamics GP's password and require to reset the password. Assign it to the ALHC Application team. If user is not able to connect to AppStream to Connect to Dynamics GP End the session on the New PortalOpen a new browser tab. Click + icon on last tab of your browser / Close Browser (with 2-3 minutes)Open GP with this link (copy paste the link to your browser new tab) https://login.airliquide.com/home/amazon_appstream/0oa8l8bcopB48It4N417/aln1al3ek55Es08M81d8 LOGGING CATEGORISATION: Business service: BAP - AUHC - Managed Applications - Dynamics Great Plains Configuration item: Dynamics Great Plains - PROD Category: Application Sub category: Availability / Performance Issue Resolution Notes: Assisted user to End Session of New Portal and reconnect to Dynamics GP. Assignment group (if not L1): BAP-ALAHC-APP-L1 LOGGING CATEGORISATION for Dynamics GP's Password reset: Business service: BAP - AUHC - Managed Applications - Dynamics Great Plains Configuration item: Dynamics Great Plains - PROD Category: Application Sub category: Account and Password Assignment group (if not L1): BAP-ALAHC-APP-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BAP-ALAHC-APP-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User reported do not have access to certain GTS reports related to their job. POSSIBLE CAUSES: User has not assigned/associated to the respective Reports in AL Security Manager. BEFORE YOU START: Check if user has access to Gideons, if user is not on AL Security advise user to submit request via myIT corner for access. STEPS: 1. Open AL Security. 2. Click on Groups. 3. Search for the User Group. 4. Select and click Edit button/double click on the User Group. 5. Select "Reports" tab. 6. Search for the report name/report number. Click Enter. 7. Check the checkbox. 8. Click Save. LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GIDEONS PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Assignment ARTICLE TYPE : Assignment TEAM : L1.5 Apps
Power BI - Install Microsoft Power BI Desktop software via MyITCorner
English
m.veridiano@as.corp.airliquide.com
751
Nezha GRADA
Uncategorized
Published
2025-09-29 13:55:35
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - Service Desk
NaN
NaN
NaN
598
2025-08-06 11:53:17
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user needs to install Power BI Desktop software. If this is not the issue, but your issue is linked to PowerBI, please check KB0056465 to find the right article. BEFORE YOU START: If the user used to have it installed and needs to re-install it, please follow KB0024575. If the user already has Power BI installed and needs to update it, please follow KB0044829. STEPS: Microsoft Power BI Desktop is a free software which can be installed directly via My IT Corner. Link to the request: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=2e1bd17e1b01641013524150f54bcb51 If the user does not have access to this request or can't order (can't select options in dropdowns), please contact your SD2 for a software push (user connected to AL network or VPN, get computer name) If the user indicates he already made that request, tell him to go to this link. From there, check the status of his request for PowerBI. If you cant see it, the user will have to redo the request because something went wrong the first time.If the request is pending approval, inform the user they will need to wait until its approvedIf the request was declined, advise the user to follow up with the appropriate approver (e.g., their manager or IT)If the request is approved but Power BI is not installed, check the deployment status and if needed, manually push the installation. You can follow this KB0020868. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. Attach this knowledge article to the incident. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: Finding a catalog item In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: MyITcorner Assistance request has to be submitted.
airliquide, bi, com, corp, desktop, english, grada, install, install microsoft power bi desktop software my storem, microsoft, my, myitcorner, nezha, power, power bi, power bi desktop install, power bi install, software, storem, veridiano@as, via
NaN
KB0032915
Oracle UAT - How to access http://vmoratest01.as.corp.airliquide.com:8010/OA_HTML/AppsL
English
m.veridiano@as.corp.airliquide.com
116
Ay SHAH-SC
Uncategorized
Published
2025-09-29 14:07:33
8
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
47
2025-07-08 10:40:55
#########
NaN
BAP-COE-ORA-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User unable to access Oracle UAT because it is required Java installation. POSSIBLE CAUSES: Computer does not have Java 8 installed. BEFORE YOU START: Check if Java version 8u202 has been installed successfully. STEPS: User is getting this error. And when you tried to install, another error will be like this: Download and install Java 8 from https://drive.google.com/drive/folders/1LFunWB_Tea8bJMRcy9ISVPQJJtRUWkJa Add the UAT link: http://vmoratest01.as.corp.airliquide.com:8010 into the java security. Go to Java - Security - Edit site list - Add - OKClear MS Edge cookies. Open Edge - Setting - Privacy, search, and services - Clear browsing data.Add the UAT link into default browser in Edge setting. This one need to be done under Internet Explorer mode.Restart MS Edge and test the connection. NOTE: Please refer to Ticket# INC1758924. Since we do not have a Bug Tracker for Oracle UAT, if Java Installation failed for Oracle UAT access such as "https://jpssl.as.corp.airliquide.com/OA_HTML/AppsLocalLogin.jsp", we can assign the ticket to L1.5 first for their checking. Ticket will be assign to the "BAP-COE-ORA-NonProd-L2" team. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - UAT Category: Application Subcategory: Installation / Deployment Resolution Notes: SD will install Java 8 on users PC TICKET TYPE: Incident ARTICLE TYPE: FCR, Assigment TEAM: L1, L1.5 Apps
Maritime Customer Portal On Your Way Any Issue
English
m.veridiano@as.corp.airliquide.com
186
NaN
Uncategorized
Published
2025-04-25 7:39:04
4
GIO Service Desk
NaN
#########
NaN
BGMT - Maritime - Customer Portal
NaN
NaN
NaN
4
2025-04-24 10:59:01
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Maritime Customer / User calls to request access or report an issue about Maritime Customer Portal On Your Way (OYW). POSSIBLE CAUSES: Maritime Customer is reporting about an issue with Preprod Environment for OnYOurWay AppThis web site has been designed to provide a unified portal to Maritime customers. It allows to book orders and provides shipping information all along order lifecycle. STEPS: Assign ticket to BGMT-MCP-Support-L2 LOGGING CATEGORISATION: Business service: BGMT - Maritime - Customer Portal Configuration Item: Maritime Customer Portal PROD Situation: Bug/Defect [Incident] Assignment group: BGMT-MCP-Support-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: BGMT-MCP-Support-L2
COUNTRY/REGION:APAC ENTITY:ALL SYMPTOMS: Related to Incident Ticket# INC1200293, INC1716688. If user called about Dorothy Pipeline with the following issue or request: Pipeline Failure The Dorothy Pipeline is currently down or has failed during execution.Temporary Suspension Request The user has requested to temporarily stop the pipeline's operations.Restart Request The user is asking to start the pipeline operation.Missing Data Certain expected data outputs from the pipeline are missing or unavailable.Synchronization Issues The pipeline is not syncing as expected and is failing to perform daily updates. STEPS: Assign the ticket to BAP-COE-BI-L2 for assistance LOGGING CATEGORISATION: Business service: BAP - HUB BI Configuration item: BI for Operations - APAC - PROD Category: Application Subcategory: Follow relevant Subcategory Assignment group (if not L1): BAP-COE-BI-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is requesting for JEDOX Access User is having issues with JEDOX smART Procurement and smART EfficiencyExample: Tables on smART Procurement is not showing data BEFORE YOU START: Ask user if they need JEDOX Add-In or JEDOX Smart Procurement. 1. If user needs Jedox Add-Ins, make sure that they have MS Excel installed on their PC User needs MS Excel installed on the laptop or PC. If no MS excel, advised user to request via MYIT Corner > https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=fe60aab51b38201413524150f54bcb78Request a non-standard software installation for Jedox via MyIT Corner > https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=79d1f61e4fdf7600eaa6ab6ba110c785Once approved, installed JEDOX using this link > https://appsource.microsoft.com/en-us/product/office/wa104381848?tab=overview 2. For Jedox Smart Procurement Access As user to submit a form to this link> https://sites.google.com/airliquide.com/group-competitiveness/report-efficiency/smart?authuser=0 STEPS: If user would like to access Jedox SMART Procurement 1. Ask user to open this link : https://sites.google.com/airliquide.com/group-competitiveness/report-efficiency/smart?authuser=0 2. Click on Smart Efficiency icon: 3. Enter your username and password If user receives error such as username / password is incorrect, it means they do not have access in Jedox yet. Advise user to submit a request using the Smart Access Formular form. Link: https://docs.google.com/a/airliquide.com/forms/d/e/1FAIpQLSemziH9gzTcRxA7RbKu2-ZxXY4I36Iupw1-5QRCgeENAUT7CA/viewform Training Guide : https://docs.google.com/presentation/d/1IolZMUA7ffGRzLKL9ixj-dE5D_Mew-7tLHLADz1YyWs/edit#slide=id.gca29ed9ad_1_100 Follow Slide# 9 for Account Request and Account Deletion In case user is facing any issue for Jedox Smart report - user can navigate to Jedox knowledge base - Contact - Send a request form to the Jedox support team. How to contact Jedox Support Team? Send an email to support.login@jedox.comCall Jedox at USA: +1 857 847 4004 UK: +44 1268203888 ASIA: +65 3129 7220 AUSTRALIA: +61 3700 323 00 UNITED ARAB EMIRATES +971 44295870 Rest of the world: +49 761 151 470 LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to Go Business service: GIO - EUS - Service Desk Configuration item: Hostname Category: Application Sub-category: Support / Assistance Resolution Notes: Show where to go raised - IT Manager or related line. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Customer information cannot be seen on the DO query interfaceDelivery Order (DO) interface issue / missingUnable to raise DODO incorrectly invoicedUser is getting an error when creating a Delivery Order or adding Product : "This Product us manually priced product, you are not eligible to enter this product." BEFORE YOU START: Make sure that access has been given via AL Security User already submitted a CATTASK for Gideons Account/Permission Request via myIT corner Check Display Price is ticked in AL Security (follow below guide) STEPS: 1. Click the AL Security shortcut to launch the application. 2. AL Security Login screen is displayed. 3. Choose Gideons Application. 4. Select the Country of the user. 5. Click Security > Security Manager > Users 6. Search for the user ID 7. Click to highlight the user ID and hit EDIT 8. Under General Information tab, make sure that User Status is Active and Display Price is checked 9. Click Save. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1):GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: FCR, Incident TEAM: L1
Gideons & GTS/WIP - How to Create a User & How to Assign them Inventory Location Access for GTS/WIP
English
m.veridiano@as.corp.airliquide.com
53
NaN
Uncategorized
Published
2025-08-18 11:52:21
4
GIO Service Desk
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BAP - HUB - GIDEONS
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12
2025-08-18 10:19:27
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GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: This article explains how to create Gideons, GTS and WIP account for a user in AL Security POSSIBLE CAUSES: The end user is unable to access Gideons, GTS and WIP for the first time because they do not have an account. BEFORE YOU START: Please ensure that the user has submitted a Manage Gideons authorization request in MyITCorner beforehand. Verify the request details are accurate, including what they are requesting for ("new account", "modify rights", "Delete access rights", etc...) and the "User ID" of the permission being copied from. Always check AL Security first to confirm whether the user already has an existing Gideons, GTS and WIP account and they only requesting a modification of their access roles (Modify rights). STEPS: Create a User in Gideons Application Follow the following steps to create a new Gideons user: 1. Click the AL Security shortcut to launch the application. 2. AL Security Login screen is displayed. 3. The default Application is set as Gideons. 4. Select the Country of the user you want to create. 5. The AL Common Security Manager window opens. 6. Click on the Security tab and click Security Manager option. 7. The Security Manager screen is displayed as shown below: 8. Click on the Users option. 9. Click on the Create menu and the User screen is displayed as shown below: 10. In the General Info tab: a. Click on the search icon next to the User ID column. b. Select the user to be Searched by either User ID or User Name. c. Enter the Name or ID of the user and click the Search button. d. Select the required user to be created from the displayed list. e. Click the Select button. f. The User ID, User Name, Email, User Domain information are displayed. g. Select the Access Level as Normal. h. Select the User Status as Active. i. Click the search icon and select the Default country, Default Region and Default Location of the user. j. Select the Default culture. Note: This specifies the language in use at the mentioned Location. 11. Click the checkbox and select the User group listed in the User Group tab. 12. Select the location in the Location tab. Note: Users can either select all locations by clicking the check box at Location or select a specific location. 13. If you are creating a user with Sales Rep as the Access Level, select the sales representative and sales manager for the user in the Sales Representative and the Sales Manager tabs respectively. 14. Select the company name of the User in the Companies tab. 15. Click on the save icon . 16. The User login details saved successfully message is displayed. 17. Click OK. 18. The Gideons User is created successfully. Some users also request to assign Inventory Location in GTS in addition to creating a Gideons account. For instructions on how to assign an inventory location in GTS/WIP, please refer to KB0025002 For instructions on how to create PIN or reset PIN of PDA / PDT / HHC / GTS Mobile, please refer to KB0025947 LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application
**Referential team(s) Multiple **Referential ticket(s) INC0855826 **BIS or Owner Details Depends on server/appication, not confined to a specific server, application. **Vendor Details **Learnings If server reboot is needed, Reboot of the server should follow the change process and check the appropriate downtime from the BIS.
MIR INC0537985 - Major outage in APAC (January 14th, 2020)
English
Malik.MERIDJA@eu.corp.airliquide.com
4
Tim GIDDEY-SC
Uncategorized
Published
2021-11-09 10:12:33
19
Major Incident Reports
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GIO-NET-Site Connectivity
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1
2020-01-14 11:58:58
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GIO-NET-SUPPORT L3
Date: February14th, 2020 Document Owner: Nadia EL GHZOUANI ACHIK Department: GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major outage in APAC INC0537985 - January 14th 2020 Time zone: SGT/CET Total outage duration: 3 hours 43 minutes Executive Summary On Tuesday 14th, 2020 at 18:12 GMT+8, Users reported an incident, affecting APAC Hub and impacting every user of this hub, as the incident period was during business hours The symptoms of the incident were a total loss of connectivity for multiple devices and extreme slowness for others. The resolution The services were restored by rebooting the vEdge SG004-RT01-SDWAN. On Tuesday 14th, 2020 at 18:58 GMT+8, the incident is resolved, leading to a service disruption of 3 Hours 43 Minutes The a priori root cause was a device crash, which stopped forwarding traffic correctly, causing half of the communication to be down. The crash was due to the bug CSCvo26474, impacting vEdges 1000 in version 18.4.1, with DPI: Deep packet inspection (or Application visibility) enabled. Root cause The vEdge SG004-RT01-SDWAN has crashed, so it stopped forwarding traffic correctly, causing half of the communication to be down. The crash was due to the bug CSCvo26474, impacting vEdges 1000 in version 18.4.1, with DPI: Deep packet inspection (or Application visibility) enabled. The services were restored by rebooting the vEdge SG004-RT01-SDWAN. Major steps leading to incident resolution[1] January 14th, 2020 2:20pm SGT - 07:20m CET: Multiple resources (more likely half of all resources) in APAC became unreachable. Until 5:41pm SGT - 10:41am CET: Different tickets are opened by SFR, OCD and AL Entities using resources in APAC: INC0537963: Multiple devices not responding Qingpu-Shanghai-Seoul ( SEPPIC) INC0537907: Slowness when accessing resources located in Paris Aubervilliers data center via OBS WAN dedicated lines (PL-EC-KRA) INC0537894: Many APAC devices are unavailable ( OCD) INC0537925: Major outage in APAC ( SFR) 5:41pm SGT - 10:41am CET: Crisis conference with GIO and APAC team to troubleshoot the issue è vManage logs showed that the vEdge SG004-RT01-SDWAN has crashed. 6:05pm SGT - 11:05am CET: The service was restored after the device reboot Action plan Disable DPI feature. Action SFR Study the target version to identify any possible bugs linked to one of the features for the future. Action SFR/GIO Upgrade all vEdges 1000 to the recommended version to fix the bug. Action GIO/SFR External reference Deep analysis, preventive and corrective action plans are provided in the following problem ticket: PRB0041733. Version: V1.0 Date: 14/02/2020 Author(s): Nadia EL GHZOUANI ACHIK Service Manager validation[2] Date: Approver(s): Service Director validation[3] Date: Approver(s): Hub Director validation (opt) Date : Approver(s): [1] To be written in chronological order [2] Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document [3] Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
Best practices for collaboration between Services Lines with Incident Management
English
manar.abida@eu.corp.airliquide.com
1
Reshania MISRA
Uncategorized
Published
2025-07-28 19:59:28
10
IT Knowledge
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0
2023-05-31 16:32:20
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GIO-PCI-ITSM-Global Process Manager
One of our goals is to support and provide the most effective service to our customers and end users. Often, in order for an incident to be resolved, various service lines need to work together. In order to work harmoniously or to pass the baton to the next team, we need to ensure the following: RUN CHECKLIST Tickets are assigned in a timely manner Incidents are not sitting in an open state Activity is recorded in the Incident record (Work Notes) Groups and Services are correct (Update Situation / Involve / Escalate) Communication to IT teams are in English Tickets for Incorrect Processes are converted to the correct Process Transfer practises are done correctly Priority Upgrades/Downgrades are agreed upon and communication is managed Let us ensure that our teams take these steps when managing incidents. This will enable us to provide the highest quality of services to our customers and overall, improve our end user satisfaction.
Want to know how to accept or reject a delivery acceptance? We’ve found 3 ways for you to do so: You can go on the demand itself, down to the approvers related list and right click on the approval then select either reject or approve. You can go to self service > my approvals menu in the navigation and find related approval to reject or approve in the list. From either the demand or the my approval list, or with the code of the approval, directly access the approval record and click on the buttons to approve or reject the approval.
This article explains how to request contribution rights in myITcorner knowledge base. Here is the procedure to follow on MMS: Firstly, search for Catalogs (IT for IT / End User) Then, click on GIO Services Then on IT Performance Next, choose ITSM as a Service Click on Manage groups and Add / remove user from a Manage My Service group(s) Choose the group type Special Group, and specify the need as follows. Fill in the user information and the group name GIO-KB-myITcorner-contributors Submit your request to the Knowledge Administration Team who will validate your Access. If you need any help or assistance, don’t hesitate to contact the KM team.
MyITCorner's Recap for July: Welcome to this monthly recap of user guides published on myITcorner. We invite you to take a look at this interesting selection of user guides that have been published during the month of July. IT Service Desk Contacts MyAssistant Chatbot - Guide & tips Incident lifecycle (what to remember when I log an incident) Restore files on a shared folder - Cloud File Storage
**What to check before resolving your incident? Before tickets are set to a resolved state on MMS, it's important to check the following: Services (Business/Internal) are correct There are no service mismatches (example: BIS A assignment group & BIS B service) The Cause & Resolve code is populated Incident resolution notes contain details of how you closed the incident Causing & Resolving change numbers are added to the incident Vendor reference numbers are added to the incident **How does it help? SLA’s will be calculated against the correct service provider Volume reports will be accurate Other processes will have the correct data (Problem, MIR etc) Service Non compliance will be reduced Check our KB’s and Incident Management Process docs to help you close tickets correctly! Best practices for ticket closure process with Incident Management Which services to use when reassigning / involving / updating a situation an Incident Incident Management Process
abida@eu, airliquide, close, close an incident, com, corp, correctly, english, ferdinand, incident, incident management, management, manar, mms, rochas-sc, steps
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KB0048963
Best way to manage IT Problems Management
English
manar.abida@eu.corp.airliquide.com
8
Ferdinand ROCHAS-SC
Uncategorized
Published
2025-07-28 22:59:50
6
IT Knowledge
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2024-04-03 10:50:06
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GIO-PCI-ITSM-Global Process Manager
What to do First: Implement a Structured Process Managing problems within your organization requires a structured approach based on best practices. This includes: ??Problem detection ??Problem logging ??Problem categorization ??Problem prioritization ??Problem investigation ??Problem diagnosis This leads to known error resolution (via change/demand, etc..) and problem closure. How does it help? ??Improves efficiency and performance of IT services ??Enhanced problem analysis ??Prevention of recurrent incidents ??Reduced impact on business operations ?By implementing a structured process in IT Problem management, reactive ad-hoc problem solving can be turned into a proactive approach which is reduces downtime and improves service levels. For more details, check this: ??ITSM - Problem Management / Overview ??Problem Management Process Stages
abida@eu, airliquide, best, com, corp, english, ferdinand, it problems, manage, management, manar, mms, problem, problem management, problems, rochas-sc, way
NaN
KB0043745
Edit articles on myITcorner knowledge base
English
manar.abida@eu.corp.airliquide.com
9
Manar ABIDA
Uncategorized
Published
2025-07-28 21:35:29
13
IT Knowledge
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0
2024-01-09 14:58:49
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GIO-PCI-ITSM-Global Process Manager
This article explains how to edit your articles published on myITcorner. Once you've published an article, you can still edit it to update its content, extend its validity date or change other related fields, such as the KB owner. Here's how to do it: First of all, you can search for your articles using the filters available in MMS. You can filter the search results and restrict them to myITcorner knowledge base and to articles that you own. You can also filter by publication/expiry date, language, keywords in the short description, etc. Once you've found your article, you can open it to edit it. At the top right of the page, click on Checkout. A new version will be created that you can modify as you wish. When you have finished making all your changes, click on Update to save them. You can always access all previous versions of your article at the bottom of the page and check any updates that have been made. For further information, please contact the KM team.
When I log a ticket and it becomes an incident, here is what it is important to remember: I should give sufficient information about the issue that I am experiencing because this is what an IT agent will use to start the assistance. Lack of information constitutes longer resolution time - when I don't share the details, IT agents have trouble identifying the issue and resolving it promptly. Usually, if the IT agent needs additional information or confirmation of a resolution from me, the IT agent will contact me. The agent will reach out to me for a minimum of 3 times. If I don't respond in time, I'll be notified by email that I'll have 10 business days to reopen my ticket if the issue persists. As my incident is under resolution - it is essential to pay attention to the incoming notifications, they will contain relevant information and may require some action from me. I can escalate my incident by contacting the IT team in charge of my incident in case of a significant impact on the business. For your guidance, there are a few examples of when the escalation is applicable: A user in charge of the salary payments gets their bank system application blocked by AirLiquide security tools, and we are in a critical period of the month. The incident is eligible to be escalated to expedite the resolution. A user is the logistic coordinator and needs to print out the delivery notes for the truck drivers that are departing soon, but the printer is not working. The incident is eligible to be escalated. A user has an issue on their SAP application. They need to GRV an invoice before the finance deadline but the user experiences an issue when saving the record. They shall escalate an incident by contacting their application team.
MyITCorner's Recap for August and September: Welcome to this monthly recap of user guides published on myITcorner. We invite you to take a look at this interesting selection of user guides that have been published during August and September. Okta - What to do if I'm stuck on the "Register your device" screen on the phone? What is Air Liquide Data Leak Prevention Tool (AL-DLPT)?
Introduction: This KB document is prepared to help users/business when Invoice(s) is/are not accounted. Issue: Invoices created in Oracle payables are expected to be automatically Accounted. However, invoices may sometimes remain in an Unaccounted status, preventing further processing such as payments or reconciliation. There could be multiple reason for invoice not accounted and some of them are listed below. 1- Invoice Not validated. 2- Code combination is disabled. 3- Period is closed. Solution : Invoice Not validated. Step 1- Open the Invoice Step-2- Go to action and validate the invoice. Step-3- If there is any error coming while validating the invoice. Please check all the details of the invoice if it is correct. If still facing the issue than raise an IT ticket to validate the invoice. Step 4- Run the Create accounting program with given parameter. Solution - Code combination is disabled. Sometimes Create accounting goes into error like- Code Combination is disabled. Step-1 Open the create accounting report. Step-2- Check which combination is disabled in Oracle and check if this combination is correct or incorrect for the invoice. Step 3- If it is Incorrect than You need to change it via manually or raise an It ticket to check where it is wrongly derived and ask IT to correct it. Step 4- If that combination is correct than open the GL combination functionality from Payables responsibility and enable the code combination. Step 5- After combination been enabled run the Create accounting program with given parameter. Solution for- Period is closed. Step-1 Open the invoice and check the GL date of the Invoice. Step-2 Check the GL date is in open period. Step-3 If it is not in open Period than change the GL date to current open period as we can not open the previous close period. Step-4 If unable to change the period than raise the IT ticket to change the GL date. Step-5 After GL date has been set to current Open period than run the Create accounting program with given parameter. Check if the Invoice status Accounted after fixing the above common blockages. If still it is not accounted. Please raise a IT ticket with below details : Invoice NumberScreenshots of invoice and accounting error.
MIR INC0579229 - SAP ECHO P34 Performance Degradation (April 29th, 2020)
English
Manohar.MALEKAR@eu.corp.airliquide.com
18
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:06
17
Major Incident Reports
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BEC - SAP Echo
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NaN
9
2020-05-06 15:47:07
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GIO-CS-SD-SAP APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SAP ECHO P34 Performance Degradation INC0579229 - April 29th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 7 Days 6 Hours 1 Minute Executive Summary Classification : “Major application outage”. On April 29th, at 07:47 AM GMT+2, a user reported an incident stating that, for users in China and France, the performance on SAP ECHO (BIS E&C) has drastically decreased for some critical transactions, but remained available, causing users not being able to complete the month end closing activities on time. Major steps leading to incident resolution: April, 29th 2020 01:56 PM GMT: SAP Team received the P1 incident 2020-04-29 07:47:51 GMT as a P2 incident. The L2 SAP team provided suggestions on re-indexing tables. They checked AWR and ADD reports but no issue detected so far. At 2020-04-29 13:36:55 GMT this P2 incident upgraded to a P1. 02:00 PM GMT: User responded that they have heavy system usage by the business due to month end closing activities. L2 SAP team is running trace to find out further issues. 02:15 PM GMT: SAP L2 team prepared to rebuild the online index of table FAGLFLEXT as suggested by SAP L3. They will do the indexing in the PPRD system first in K34 then in PROD P34 after getting confirmation from L3. The Unix L2 team checked the utilization in both application server (EC-P34CI-PROD) and database server (EC-P34DB-PROD) for SAP ECHO - PROD. As per observation the server's resource utilization is normal from an OS perspective. 02:30 PM GMT: Unix L2 team didn't find any spike or anomaly during the day in regard of CPU and Memory utilization in both Application and & Database servers. 02:35 PM GMT: SAP L2 team ran the indexing on the FAGLFLEXT table in K34 (SAP ECHO - PPRD) system. 04:05 PM GMT: Rebuild index for K34 SAP PPRD system for table FAGLFLEXT was done in EC-K34CI-PPRD and statistics of the table had been running successfully in K34 system. Functional Teams are testing the performance in the K34 system and they had a check and confirmed us on the performance and actions will be taken in the P34 system for rebuilding of indexes. L2SAP team and L3 SAP are working together on the issue. Hangout call was open for discussion with L3 SAP, L2SAP, functional team and BIS Teams. 06:00 PM GMT: After discussion in the hangout call with BIS,L2 SAP, L3 SAP and Functional teams, it is established that the rebuild index for K34 SAP PPRD system step taking longer time as expected. L2-L3 SAP teams are worked on the below steps *L2 SAP is trying to reproduce the issue as suggested by Gino – L3 SAP. *L2 Oracle is checking from DB side, upon Oracle statics. *L3 Unix has confirmed no capacity issues, so memory increase has been ruled out. *L3 SAP has logged a ticket with SAP vendor for recommendation, ticket no. 288088 / 2020. 07:30 PM GMT: Currently L2SAP team is working with L2 DB Oracle team. SAP Vendor has shared and updated with few recommendations on which L2-L3SAP Team is working on it. April, 30th 2020 12:40 AM GMT: *DBA L2 has performed the below step on K34 (PPRD)- EXECUTE DBMS_STATS.GATHER_DICTIONARY_STATS; *Post execution, the functional job has taken around 2400s as compared to 5000+s prior to the execution of dictionary gather stats. *As instructed by SAP L3, the gather dictionary stats on P34 has been performed by DB L2. *Further to this SAP L3 has raised requests to increase the 8 GB RAM on both K34(REQ0297151) and P34 (REQ0297153). The L2 Unix team has completed the requests as suggested. 01:50 AM GMT : As the ‘gather dictionary stats’ has increased the performance in PPRD(K34) and same has been completed on the PROD (P34) system by the L2 DB team. The status has been shared with SAP L3 cum AL MOD. Further BIS needs to test the P34 performance , so validation is awaited here. 05:05 AM GMT: As SAP L3 (Gino Polido) has asked to gather dictionary stats on P34. The following step are in progress :- *Dictionary stats have been updated. *A test of reload or export/import oracle stats in K34 as of before the Oracle 19c upgrade in K34 (before the 3rd of April). Backup the current stats is done up to 2nd April. *New execution in K34 of the Tx with the selection shared previously is done. After the Restore of historical stats, job finished almost twice as compared to last time. Hence SAP L3(Gino Polido) is being contacted for further course of action. 07:30 AM GMT: As SAP L3(Gino Polido) suggested, Database L2 team is restoring the oracle stats as before the restore of historical stats in K34. 10:30 AM GMT: Functional team is informed about the improvements done and they will further check on P34 and revert. EXECUTE DBMS_STATS.GATHER_DICTIONARY_STATS; performed in P34. 11:47 AM GMT: Import of the stats on K34 is ongoing but it is taking a long time. 12:30 PM GMT: Import of the stats on K34 is complete. 12:40 PM GMT: SAP L3 (Gino polido) is further working with database L3 as well. And SAP L2 team has run the transaction in K34 with the same selection criteria (number of projects which SAP L3 team gave SAP L2 team to reproduce the issue )and it is running. 02:15 PM GMT: BIS has confirmed that there is no Improvement in Performance of K34 or P34. SAP L3 suggested to change the Oracle parameters suggested by SAP, this will change the database functionality from OLTP to OLAP. BIS has suggested testing this in the S34 system first and hence current BIS are doing checks in S34. Once they confirm SAP L3 will give a Go to update these parameters in the S34 system. 03:30 PM GMT: After confirmation from SAP L3 team, L2SAP have reset the DB Parameters and performed a restart of S34 CI and DB L2SAP restarted S34 application as a part of the action plan and application is up along with DB. As per update from SAP L3 team they have changed some oracle parameters and we have Started the job with same selection criteria in K34 system and the Job is currently in progress and we are monitoring the Job and SAP L3 team is checking if there is any improvement. Below are the projects for which the Job has triggered. Projects:C.53555,C.53549,C.53562,C.53566,C.53570 and C.53571 03:35 PM GMT: SAP L3 Gino informed that execution of plan is different for some queries , DB L3 has worked on the execution Plan and the job was ran for 6 projects in K34 by SAP L2 Team and it finished in 872 seconds, so there is improvement, BIS and Gino are performing further checks and during next hangout call BIS and SAP L3 will join at 5:45 CET and Call will be taken if the actions can be performed for P34 SAP PROD systems. Awaiting BIS response to perform action on P34 system. 04:30 PM GMT: As per work around done with below parameters suggested by Oracle vendor which has been applied in K34 and P34 systems and BIS confirmed to downgrade the incident to P3 as they notice substantial improvement in P34 sap system in hangout call discussion along L2-L3 SAP team , BIS asked GIO SAP to downgrade ticket to P3 priority and SAP L3 Gino also agreed to it .BIS will confirm GIO SAP on coming Monday on 4th May upon start of business and see the performance, hence L2SAP Team downgraded the incident and ticket is put to pending state for awaiting response from BIS. alter system flush SHARED_POOL;alter system flush BUFFER_CACHE;alter system set optimizer_features_enable='12.1.0.2' scope=both; May, 6th 2020 01:47 PM GMT: Considering the overall impact and as requested by AL SD, the incident has been moved back to P1 and resolved. Initial root cause BIS users were facing issues while running the report of transaction ZDATAREC, ZRESULTANALYSIS, FAGLL03, FABL03, ZPS POC which was taking more time than usual. The issue was due to the Oracle database which was upgraded to Oracle 19c version done on the system as per the schedule on 25th April 2020 with change number CHG0101185. As change CHG0101185 was presented to BIS as a technical change, no non regression tests was requested by Managed Apps SAP L3 team to BIS COE. Then, no tests have been performed by BIS during project phase on pre-production which have pointed out issue before GOLive. With the consultation of DB L3, SAP L3 and Oracle Vendor, as a workaround, the below parameters were updated in P34 and also in all of the SAP ECHO systems where oracle 19c is present to regain the performance of the application as the Optimizer will act as of Oracle 12c. Actions plan An Oracle Vendor ticket has been opened to get the root cause of the issue Non regression tests phase for any further technical change that may impact performance. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041945.
[SAP][IALAIND][MPA] - Issue during MPA digital Signed notes procedure
English
Manohar.MALEKAR@eu.corp.airliquide.com
13
Jean LEROY
Uncategorized
Published
2021-08-24 11:44:17
14
Major Incident Reports
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2020-01-12 11:47:30
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GIO-CS-SD-SAP APPS-L2
MAJOR INCIDENT REPORT Date : Document Owner : Cyprien GRASSIN D'ALPHONSE-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report [SAP][IALAIND][MPA] - Issue during MPA digital Signed notes procedure, Restore is failing with IBM spectrum error INC0537055 - January 11th, 2020 Timezone : GMT Total outage duration : 1 Day 7 Hours 15 Minutes Executive Summary Classification : “Major application outage”. On January 11th 2020 at 3:31 AM GMT+1, an incident created for the solution of SAP IALADIN - PROD unavailability due to Database(DB) restoration failures with IBM Spectrum Error. The symptoms of the incident were an unavailability of SAP IALADIN - PROD. The priori root cause was a change (CHG0094791) performed by the SAP L2 team (GIO-CS) that caused the unavailability of SAP IALADIN - PROD and which requested a roll back and a DB restoration. However, the same Transports (for Digital Notes Implementation) has been implemented in DEV and PPRD systems earlier with REQ0248838. The resolution of the incident consisted in the restoration of SAP IALADIN - PROD (MPA) from an unaffected good DB (full backup of 4th Jan’20 and incremental backup of till 9th Jan’20, and archives applied till 10th Jan’20 17:10 GMT+1 as the TR Import activity started from 17:15 GMT+1). On January 12th, at 6:03 AM GMT+1 SAP L2 team started the application and around 10:00 GMT+1 confirmation received from BIS through Maaps L3 regarding the application is functioning normally. A priori root cause 1) Why MPA/SAP IALADIN was not available? A) Digital Note Implementation change-CHG0094791 was getting implemented where TR MDAK914920 & MDAK914911 Transports ended with RC12 and the RDDEXECL job failed in MPA system and no transaction was working which caused MPA inaccessible . 2) Why did transports and RDDEXECL jobs fail in the MPA system? A) SAP Vendor Ticket 21191/2020 has been created to find the exact cause of the issue. This dialogue is ongoing with SAP as of now. Primary root cause seems to be the TR import sequence for the Released TRs in opposite sequence as in MDA. MEA was pushed with these TRs in an Auto Import Mode. No specific sequence was advised as per the manual import done on MDA. As MPA is not accessible. hence as part of change backout restoration was needed and here restoration was failing with IBM spectrum error. 3) Why was restoration failing with IBM spectrum error? A) IBM TSM containers were not able to serve the IO and went into Pending state. 4) Why did IBM containers go into Pending state? A) Because of ongoing performance issues on TSM. Investigations are still pending with IBM vendor. IBM vendor cases TS003217826 & TS003181563 are raised to find the cause. Major steps leading to incident resolution1 January 11th, 2020 Change : CHG0094791 Started : Digital Signed SAP Note Implementation as per request REQ0248838 17:20 to 20:00 GMT+1: The MDAK914920 Transport ended with RC12 and the RDDEXCEL job failed in MPA system and SAP L2 team informed Omar about the issue. Omar from SAP L3 checked from his side, and suggested the team to go ahead with the 2nd TR - MDAK914911 TR. This too resulted in RC12 Next suggestion from Omar was to re-import the first 2 TRs with overwrite originals but the TR’s continued to fail. SAP L2 team informed Omar and he confirmed to proceed with importing the remaining Tr’s one by one as done in the MEA system. The 3rd TR MDAK915275 ended with the same Syntax error and team informed Omar the status. Later it was observed that no Transaction was working in the MPA system which was validated by Omar, all the transactions were giving the error - Error_DDIC_TYPE_REF_ACCESS_ERROR Occurred. P1 = ABAP. As per instruction from Omar, SAP L2 team restarted MPA CI and checked the access but the error persisted. The transaction was not even working from 000 client. 20:26 GMT+1 Confirmation from Omar came to restore the application from previous backup. 21:35 GMT+1 Database was put in Mount Only Mode/Mount State. 21:36 to 11:27 GMT+1 SAP L2 team initiated the restore from the backup of 4th January 2020 : Full online backup ( bfcvjecp.fnr). The restoration was failing with the error : "IBM Spectrum protect error" after 643 GB out of the total 677 GB data. 11:45 to 02:14 GMT+1 SAP L2 team reinitiated the restore to check if it was succeeding with the Full Backup, but no success even this time. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041732. Version: V1.0 Date: Author(s): Manohar MALEKAR-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Approver(s): Hub Director validation (opt)
2020, 9th, airliquide, april, bis, bis cf, cf, com, corp, down, english, giddey-sc, inc0572585, khallouki@am, maroua, mir, site, tim
NaN
KB0021933
Learn to manage a device
English
martin.gaite@am.corp.airliquide.com
648
Luigi GANDOLPHO-SC
Uncategorized
Published
2025-07-29 22:05:58
28
myITcorner
NaN
#########
5.00
NaN
NaN
NaN
NaN
243
2024-01-12 11:27:43
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
Description: This article describes the process of how to manage (transfer, decommission, report or return) your device using myITcorner. Applies to: End users when managing a device STEPS: Please follow the following steps and complete all needed information based on your request: Go to MyITcorner > Devices > Set up my devices > Manage my Device Requested for: Select the user who is ordering the request. Your name will be auto populated by default but you can always change it if you are requesting it on behalf of somebody else. Manager, Phone Number, Email, Entity and Location will be auto populated based on the Requested for user. Which request do you want to realize?: According to your needs, select one of the following options Transfer a device: Select this option if you want to transfer your device to another user. Decommission of a device: Select this option if you want to decommission your device. Report a device as Lost or Stolen: Select this option if you have lost your device or it has been stolen. Return a computer: Select this option if you want to return your device to IT Report a non network device: Other devices not applicable in the above options Workstation reference: Enter the computer/device name in question. To find the device name follow these steps: In the Start Menu open the windows search bar and type cmd /k hostname and press enter. A screen will appear with your computer name: Click on Next at the bottom of the form once completed When transferring a device or reporting as lost/stolen, the next page will require you to fill in more information, click on the drop down to see the rest of the form New assigned to: Enter the name of the user whom the computer will be assigned. Would you like to ask for a new setup of this device?: Select YES in case you need a new setup, the computer will be factory reset and all configurations, applications and documents will be deleted. Select NO if you want to keep it as it is. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, assign, com, computer, contractor, corp, coworker, customize, desktop, device, edit, employee, end, enduser, english, gaite@am, gandolpho-sc, hardware, joiner, laptop, learn, luigi, manage, manage a device transfer a device manage a device transfer a device device reassign modify manage edit customize computer hardware windows laptop desktop assign user end user enduser partner new joiner new user employee worker coworker contractor subcontractor, martin, modify, new, partner, reassign, software, subcontractor, transfer, windows, worker
NaN
KB0034639
Getting started with Mergo mail merge
English
martin.gaite@am.corp.airliquide.com
0
Mike VILLARREAL
Uncategorized
Published
2025-07-29 9:45:02
11
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
4
2023-01-30 17:39:06
#########
NaN
GIO-EUS-GOPS-DWP-L2
The YAMM (Yet Another Mail Merge) paid license has expired and now the tool is limited to 50 messages. YAMM license has not been renewed but a new tool called Mergo mail merge has been enabled to replace YAMM. Merge add-on can be used to send mail merge/email campaigns via Gmail & Google Sheets. This is a tool similar to YAMM, Mailmeteor, and a few others available on the Google Workspace Marketplace. Information Find additional information about Mergo mail merge in the following links: Mergo website. Mergo add-on. Getting Started. FAQ. Help. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, another, com, corp, english, gaite@am, getting, mail, martin, merge, mergo, mergo mail merge yamm yet another mail merge, mike, started, villarreal, yamm, yet
NaN
KB0040236
How America Service Desk agents connect to Air Liquide (AME)
English
martin.gaite@am.corp.airliquide.com
10
Martin GAITE
Uncategorized
Published
2025-07-29 1:10:58
34
IT Knowledge
NaN
#########
5.00
NaN
NaN
NaN
NaN
0
2023-07-14 15:00:32
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
As a Service Desk agent in America, how to connect to Air Liquide using America Business Portal. Make sure you have a valid Windows Admin Account - North America: Make sure you have the Secure Remote Access role in CARM for Business Partner - Americas: Login into Americas Business Portal using your Windows Admin Account - North America credentials. Open Computacenter Partners Access - AL Americas. Login into Citrix using your Windows Admin Account - North America credentials: You will find all available applications in APPS, add the following ones as favorites:
access, agent, agents, air, airliquide, al, ame, america, america service desk agent business portal americas americas business portal computacenter partners access - al americas citrix, americas, business, citrix, com, computacenter, connect, corp, desk, english, gaite, gaite@am, how, liquide, martin, partners, portal, service
NaN
KB0021663
Remote Telemetry Units (Global Alizent)
English
martin.gaite@am.corp.airliquide.com
50
Michel ATALLA
Uncategorized
Published
2025-07-28 20:10:23
19
IT Knowledge
NaN
#########
5.00
NaN
NaN
NaN
NaN
114
2021-06-30 18:38:48
#########
NaN
ALZ-AME-GCS-Remote Assets-L2
SYMPTOMS: User is reporting an issue related to the Telemetry, IoT4BOS, IoT, RTU (Remote Telemetry Unit), Diva, Xflow, BRIO, DALIA, LEXA, IRIO or Teleflo. BEFORE YOU START: Remote Telemetry Units are devices installed on sites reservoirs sending different types of information by 4G, SMS or phone landline. The info is sent to centralized systems IoT, GTIS MUT or GTIS Canada then used by logistic dispatchers. Users are located worldwide Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues.(ALIZENT IT members can be identified by their email domain @alizent.com) STEPS: Validate with the key users if basic validation on site has been conducted. User can contact the Teleflo System Administrator to verify the issue. If still an issue create an incident, in case is a request create an Adhoc, and assign it to ALZ-AME-GCS-Remote Assets-L2. Telemetry Reference Document: https://docs.google.com/presentation/d/1P85Wdzole9mUAnaK1Z99SGI5Xa-JRuCtgquoIfSxFEY/edit#slide=id.p25 LOGGING CATEGORISATION: Ticket template to be used: AME - Hardware Issue Business service: ALZ - Remote Asset Configuration Items: CWP MUT - PROD IoT4BOS - PROD IoT4BOS - DEV IoT4BOS - INT GTIS CANADA GTIS MUT US - PROD Assignment group: ALZ-AME-GCS-Remote Assets-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The following article describes the process for Handling incidents related to SPAM, PHISHING, SPEARPHISHING and President Fraud when a user has received such threat that has not been blocked. BEFORE YOU START: Obtain the following information from the user, in order to determine the appropriate actions: DO NOT OPEN OR EXECUTE ANY SUSPICIOUS EMAIL OR ATTACHMENT WHILE ANSWERING THE QUESTIONS A. Did you click/open the malicious attachment? No - Use Report Phishing on GoogleYes - Fill the Service Desk Form below B. Did you click on a URL and enter information (credentials, phone number, and/or email address?) No - Use report Phishing on GoogleYes - Fill the Service Desk Form below If yes, Launch Password Renewal (Google / CARM procedure). C. Did the email contain personal information (Name / Job Title / Air Liquide related) ? No - Report Phishing on GoogleYes - Fill the Service Desk Form below D. Did the email try to impersonate the President or hierarchy? No - Report Phishing on GoogleYes - Did you respond to the email? Yes - Did you send information? Yes - Fill the Service Desk Form below If none of these questions had yes answer, assist the user with reporting spam/phishing as per KB0042197. Please note: Only create a CSIRT ticket if and only in case you have "Yes" answer to at least one of these questions. DO NOT OPEN OR EXECUTE ANY SUSPICIOUS EMAIL OR ATTACHMENT Definitions: Spam: mass unsolicited email sent to real or possible addresses, typically commercial. May contain web links or attachments leading to malware.Phishing: email that specifically aims to obtain sensitive information (corporate or private) from qualified targets, eg. Usernames, passwords, credit card numbers, by masquerading as a trustworthy entity. Often use web links or attachments leading to malware.Spear Phishing: is a very carefully crafted variant that targets very specific individuals and uses pre-gathered information (such as name, location, employer, hobbies, interests) in order to reduce your vigilance to become legit to you. Systematically use web links or attachments leading to malware.President Fraud (or hierarchy usurpation): is an email sent impersonating the CEO or a VIP asking the user to send a certain amount of money or doing an action that bypasses all processes. HOW TO RECOGNIZE A SPAM / PHISHING Noticed some suspicious activity or log-in attemptsClaim theres a problem with your accountYou must confirm some personal informationinclude a fake invoiceWant you to click on a linkSay you're eligible for free stuffYour uncle in a foreign country left your $1 billion Euros Why differentiate and report spam/phishing? Because risks are different: Spam annoy us, waste our human and IT resources Report to reduce the nuisance by improving our automatic filters Phishing targets sensitive information You spotted it before falling in the trap? Report it to limit exposure and future occurrences by improving our automatic filters and threat intelligenceYou fell for it? This is an incident! Report it to allow our investigators to determine damages and mitigation measures You did not fall in the trap but youre still unsure if it is spam or a phishing? Report it as a phishing STEPS: 1. Create an INCIDENT ticket for this, see Logging Categorization below for template and details. Please note: the ticket MUST BE assigned to CSIRT when incident is created and make sure it is not assigned to any other resolver team beforehand! Service Desk FORM: Add the following information to the ticket: Original email as an attachment (.eml file extension), mandatory.Host name of the workstation & name of user.If the user opened any attachment? Y/NIf the user clicked on any link? Y/NIf personal information in email, what is the type of the information?If information is sent to a website: what information did the user send?If impersonating, whos the person that has been usurped?If a user has been contacted by phone or other type of communication? Yes / No 2. Original email as an attachment (.eml file extension). This data is mandatory for CSIRT analysis and must be attached to the Service Now ticket. Do the following on the suspicious mail: If user uses Gmail: The original is displayed, just download it as an .eml file: You then need to attach the .eml file to the Service Now ticket, and then delete the .eml from your hardrive. If user uses Zimbra: Just right click on the email followed by "Show original" (Show Original) Then right-click in the new window> Save As (save it in .txt format). You can then close the window, attach the .txt file to the Service Now ticket, and then delete the .txt file from your hardrive. If user uses Outlook: - Double-click an email message to open it outside of the Reading Pane. - Click File > Properties. - Header information appears in the Internet headers box. OR if you are using a web client, click on the 3 dots and select View message source. You can highlight the information, press Ctrl+C to copy, and paste it into Notepad or Word then attach the file created to the Service Now ticket, and then delete the file from your hardrive. 3. REPORT SPAM OR PHISHING FROM THE Google EMAIL: Advise user to use the Report Spam or Report Phishing option in Google if they did not click on the link. Save the suspicious email as an .eml fileAsk user to send the .eml file as an attachment to phishing@airliquide.com 4. After creating, kindly write an email to "csirt-corporate.ho@airliquide.com" and "csirt@airliquide.com" and put "euit-budapest-tl-sme@airliquide.com" in CC to remove the security filter so that the Service Desk will have visibility on the incident! (reason: By default, incidents with "GIO - SEC - Security Incidents" Business Service are confidential and therefore, invisible for the Service Desk in MMS) Also advise the user that CSIRT has been informed and they will be taking appropriate evasive action to protect AL. 5. Once the security filter is removed, assign the incident to GIO-SEC-CSIRT-Analysts In case of communication to CSIRT team, please contact them at csirt@airliquide.com LOGGING CATEGORISATION: Business service: GIO - SEC - Security Incidents Configuration item: Google Suite - PROD Category: Cyber Incidents Subcategory: Social Engineering Assignment group: GIO-SEC-CSIRT-Analysts TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AME - Oracle Slowness INC0542216 - January 23rd, 2020 Timezone : GMT Total outage duration : 55 Minutes Executive Summary Classification : Major business apps outage On January 23rd, 2020 at 15:53 GMT, 10:53am local time, users reported an incident, affecting the business at all Canada locations; impacting 1,500 users. The symptoms of the incident were Oracle Slowness: (Air Liquide ERP) for all users in Canada The initial investigation into root cause was that the network connection between Canada and the US was being over-utilized due to desktop software updates performed over the network. To mitigate the issue for future, we are deploying a regional host server in Canada to minimize the traffic. The resolution of the incident consisted in blocking all desktop software updates (BBCA traffic) between Canada and the US until the regional BBCA host server was deployed. On January 24th, 2020 at 16:38 GMT, 11:38pm local time, the incident is resolved, leading to a service disruption of 55 Minutes Root cause Network connection between Canada and the US over-utilized due to desktop software updates performed over the network. Action Items BBCA server added in Canada to prevent this incident to reoccur. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041767. Version: V1.0 Date: Author(s): Matthew WIDELL Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Jul. 20th 2020 Approver(s): Jerome BACHELERIE Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
Order F2-1015988 canceled in Wise but not Canceled in Oracle
English
Matthias.HONERBOM@eu.corp.airliquide.com
12
Matthias HONERBOM
Uncategorized
Published
2025-07-29 22:10:01
7
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
3
2024-06-05 16:37:16
#########
INC1431637
BEU-PROCUREMENT
2024-06-05 16:37:16 - Matthias HONERBOM Additional comments Resolution notes:In case a WISE PO gets cancelled prior to any integration being successful, nothing can be & should be integrated anymore. The ERP doesn't need to integrate a cancelled document if there was nothing available which could be cancelled. A document which just does not exists in the Backend system cannot be cancelled there.==> This is not a bug - it's a feature! 2024-06-05 16:33:10 - Matthias HONERBOM Additional comments The Integration History is telling the reason:Revision 1906/03/2024 11:30 by API User: ESB_PRODResponse Message: Error PO not registered in the ERP, because it was cancelled before the first integrationRevision 923/01/2024 15:29 by API User: ESB_PRODResponse Message: KO Line 1 : / Rejected: Expense Item Change for Line #1 - Not Allowed 2024-06-05 14:43:16 - Gisele GRAL Additional comments Requested forLoic MULLEYCall back numberSourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact2 - Multiple users on a siteUser Urgency2 - High impact on work environmentDescriptionOrder F2-1015988 was canceled in Wise but not in Oracle.Can you fix this please.Thanks
airliquide, but, canceled, cancellation, com, corp, english, f2-1015988, honerbom, honerbom@eu, integrated, matthias, not, oracle, order, order canceled in wise but not canceled in sap, po, po canceled in wise but not canceled in oracle, sap, software, wise, wise cancellation not integrated
NaN
KB0022880
WISE - Email address for a Non-CAT Supplier is wrong - how to update it (SAP ECC6)
English
Matthias.HONERBOM@eu.corp.airliquide.com
23
Matthias HONERBOM
Uncategorized
Published
2025-07-30 10:26:56
7
GIO Service Desk
NaN
#########
NaN
Procure to Receipt
NaN
NaN
NaN
1
2024-09-30 8:57:20
#########
NaN
BEU-PROCUREMENT
COUNTRY/REGION: EU ENTITY: ALL SYMPTOMS: A user calling to update the Email address for a Non-CAT ("normal") Supplier in WISE. STEPS: The email on the Main screen of the Vendor Master only is relevant for the CAT.-Suppliers in WISE. If the user wants to update the email address for a Non-CAT ("normal") Supplier, they need to open the new screen and correct it there. This update will be visible on the next day (replication from Opera to WISE takes place at noon and at midnight). Example : The email address needs to be maintained in the new Window for the P-Org data of the SAP Vendor Master. The email address on the 1st Main screen is for the CATALOG Suppliers only. Instead, they will find that the wrong address "massy@rhfb.fr" still is maintained in the new Screen for the email addresses on Purchasing Organization Level. 1st Image: Common Data of the Business Partner = Not relevant for WISE if an supplier is of type "Non-CAT" in WISE and an eMail exists for the P-Org in addition to the common address. NB: The screenshot below was taken from ECC6; in S/4 this button is missing and you need to go via a menu path instead. 2nd Image:An additional, deviating eMail address is maintained for the respective Purchasing Organization. Note that this additional, non-standard screen is accessible via a dedicated button in Transaction "XK02" (ECC6) - as shown above.In S/4, in contrast, it opens from the "BP" Transaction via a certain menu path (Header Bar Menu). LOGGING CATEGORISATION: Business service: Procure to Receipt Configuration item: WISE - PROD Situation: Information request [Ad Hoc Request] Resolution Notes: User was assisted to update the Email address for a Non-CAT ("normal") Supplier in WISE. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
2023-04-18 10:18:56 - Matthias HONERBOM Additional comments Resolution notes:System is working as designed, please refer to my email PDF attachment.
airliquide, com, converted, corp, dl, english, generation, honerbom, honerbom@eu, into, job, job logs, logs, matthias, me59, me59n, me59n job spoollist, not, po, po price zero, pr, pr not converted into po, price, several, shared, shared dl, spoollist, suppliers, working, zero
NaN
KB0043149
Material not subj. to inventory mgmt. in plant DEG1 (Pl. check your input)(E)
English
Matthias.HONERBOM@eu.corp.airliquide.com
1
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:59
7
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2024-11-25 8:56:40
#########
INC1252229
EU-PROC-WISE-L2
2023-12-08 17:58:54 - Matthias HONERBOM Additional comments Resolution notes:A wrong Vendor Number "A*" not ending on "_00" was used, in conjunction with Commodity, via ZMX94 referring to zLag Material which can never be used for stock transfers. The P-Order needs to be cancelled and the good vendor code needs to be used instead; all other fields can remain the same. 2023-12-08 17:32:48 - Matthias HONERBOM Additional comments Bitte den Lieferanten "A328000_00" verwenden. Diese Bestellung muss aufgrund von Schnittstellenproblemen geschlossen werden, Danke. 2023-12-08 16:49:29 - Matthias HONERBOM Additional comments AL B@ALi Purch.Order held under the number 4511273880 2023-12-08 16:47:19 - Matthias HONERBOM Additional comments OUA: AL HG Interco B@ALI held under the number 4511273879 2023-09-18 11:04:40 - Prashanth PONNALA-SC Additional comments Investigation in progress .
airliquide, can, check, com, corp, deg1, english, honerbom, honerbom@eu, input, integrated, integration, inventory, material, material not subj. to inventory mgmt. in plant, matthias, mgmt, not, order, pl, plant, po, stock, subj, transfer, wise, wise stock transfer order can't be integrated, wise transfer po integration error, your
NaN
KB0032850
[WISE Extn.] InterCo PO is not interfaced to Opera, Error Use a material with order unit CWN(E)
English
Matthias.HONERBOM@eu.corp.airliquide.com
10
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:56
9
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
9
2022-09-21 14:20:17
#########
INC0938384
EU-PROC-WISE-L2
2022-09-21 14:20:17 - Matthias HONERBOM Additional comments Resolution notes:Material master's field [Variable order unit] must not be active (1) if the [order unit] is blank. 2022-09-21 14:18:36 - Matthias HONERBOM Additional comments Root cause found in the master data. There are two records to be considered per Material code: Sending plant FRE5 and the receiving Plant FR14. In case the alternative [Order unit] is left blank, the indicator "Variable order Unit needs to be blank as well. In the two material codes affected, 20832 and 20833, the Order unit was empty but the [Variable Order unit] was "1" (active). After clearing the [variable order unit] it was working fine. 2022-09-20 22:07:47 - Prashanth PONNALA-SC Additional comments Issue was due to CWN configuration is not good in SAP which is causing the CWN integration from WISE to SAP, Can you please modify the contract and the PM order ( SAP requisition) and in WISE PO then let us know the results ? 2022-09-18 22:53:54 - Prashanth PONNALA-SC Additional comments Issue was due to CWN configuration is not good in SAP which is causing the CWN integration from WISE to SAP, Can you please modify the contract and the PM order ( SAP requisition) and in WISE PO then let us know the results ? 2022-08-25 20:35:11 - Prashanth PONNALA-SC Additional comments Issue was due to CWN configuration is not good in SAP which is causing the CWN integration from WISE to SAP, Can you please modify the contract and the PM order ( SAP requisition) and in WISE PO then let us know the results ? 2022-08-02 15:42:09 - Prashanth PONNALA-SC Additional comments Issue was due to CWN configuration is not good in SAP which is causing the CWN integration from WISE to SAP, Can you please modify the contract and the PM order ( SAP requisition) and in WISE PO then let us know the results ? 2022-07-10 22:20:27 - Prashanth PONNALA-SC Additional comments Issue was due to CWN configuration is not good in SAP which is causing the CWN integration from WISE to SAP, Can you please modify the contract and the PM order ( SAP requisition) and in WISE PO then let us know the results ? 2022-06-27 06:32:52 - Prashanth PONNALA-SC Additional comments Issue was due to CWN configuration is not good in SAP which is causing the CWN integration from WISE to SAP, Can you please modify the contract and the PM order ( SAP requisition) and in WISE PO then let us know the results ? Thank you in advance. 2022-06-19 19:33:17 - Prashanth PONNALA-SC Additional comments Hello Isabelle,Good Evening.CWN UOM is not configured/mapped correctly in SAP and hence WISE to SAP there are no POs created so far for this UOM CWN.Can you please change the Order unit for the contract for the SAP requisition lines 230 & 240 and PM order items and let us know to retrigger from WISE to SAP. Thank you. 2022-06-05 20:36:48 - Prashanth PONNALA-SC Additional comments Hello Isabelle,Good Evening.CWN UOM is not configured/mapped correctly in SAP and hence WISE to SAP there are no POs created so far for this UOM CWN.Can you please change the Order unit for the contract for the SAP requisition lines 230 & 240 and PM order items and let us know to retrigger from WISE to SAP. Thank you. 2022-05-26 23:35:51 - Prashanth PONNALA-SC Additional comments Hello Isabelle,Good Evening.CWN UOM is not configured correctly and hence WISE to SAP there are no POs created so far for this UOM CWN.Can you please change the Order unit for the contract for the SAP requisition lines 230 & 240 and PM order items and let us know to retrigger from WISE to SAP. Thank you. 2022-05-22 21:03:21 - Prashanth PONNALA-SC Additional comments Payload analysis is in progress. 2022-05-10 18:53:00 - Prashanth PONNALA-SC Additional comments Requested Development team to investigate the issue further with the attached payload in OPA production. 2022-05-06 15:46:27 - Eddine SAYARI-SC Additional comments Requested forIsabelle PROTAT-LACOSTECall back number+33 3 86 87 52 71SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionHi,The PO 5110667776 is not interfaced in SAP.Error message is Error Use a material with order unit CWN(E) Use a material with order unit CWN(E)I don't see any problem on the article master in SAPYou can chekc, pleasethankregards
active, airliquide, blank, com, corp, cwn, english, error use a material with order unit, extn, field, honerbom, honerbom@eu, if, interco, interfaced, master, material, material master's field [variable order unit] must not be active (1) if the [order unit] is blank, matthias, must, not, opera, order, po, unit, use, variable, wise
NaN
KB0034634
GR showing in WISE but not SAP UK
English
Matthias.HONERBOM@eu.corp.airliquide.com
14
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:57
9
IT Knowledge
WISE - Integration
#########
NaN
NaN
NaN
NaN
NaN
2
2024-01-15 8:38:34
#########
INC1103132
EU-PROC-WISE-L2
2023-01-30 12:15:59 - Matthias HONERBOM Additional comments Resolution notes:Solved by user instruction: The posting date of the Good receipts affected refers to a posting period which is already closed at this point. Hence the rectification measure is to void the GR in WISE and re-post it with the same qty resp. amount, however, by providing the current month or the last month as a posting date. The activity of voiding & re-posting the GR is expected to be done either by the original receiver, a delegate/substitute or a colleague having the "central receiving" authorization. 2023-01-30 12:08:43 - Matthias HONERBOM Additional comments Quite apparently, the "posting period" is already closed for the month given as "posting date" in the original Good receipts. That date is provided as November 30th, 2022.The remedy is to revert that GR in WISE and re-post it wih the same amount with a posting date being in the current month. 2023-01-30 12:06:07 - Matthias HONERBOM Additional comments The Integration History shows this log entry:30/01/2023 02:54 by API User: ESB_PROD Response Message: ERROR Good Receipts_Sap UK_Container_root (E) Posting only possible in periods 2023/01 and 2022/12 in company code 1338 2023-01-30T01:54:10.46Z 2023-01-30 12:03:06 - Matthias HONERBOM Additional comments Requested forDavid CLAYTONCall back number+44 1675 438313SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact2 - Multiple users on a siteUser Urgency3 - Low impact on work environmentDescriptionRef: PO 5110769855Line 1 has been GR’d on 07 December 2022 (£15,265.87)But this does not appear to have gone into SAPI understand the invoice has been submitted by the supplier, but cannot be processed yet.Please see attachment for detail
airliquide, but, closed, com, corp, english, gr, gr showing in wise but not sap uk, honerbom, honerbom@eu, integrated, integration, matthias, not, period, posting, sap, showing, software, uk, wise, wise gr error posting period closed, wise gr integration error, wise gr not integrated in sap uk
NaN
KB0034273
Status EXPORTED in OUA
English
Matthias.HONERBOM@eu.corp.airliquide.com
2
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:57
7
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2022-12-15 8:41:00
#########
INC1073361
EU-PROC-WISE-L2
2022-12-15 08:41:00 - Matthias HONERBOM Additional comments Resolution notes:All the oAuth2.0 configuration had to be set up new from scratch after the system refresh. 2022-12-14 08:00:58 - Somashekar.KOLLURI@eu.corp.airliquide.co Additional comments We have updated COUPA new configuration details in ESB INT.Seems all applications are working fine 2022-12-13 13:18:07 - Yvonne HOSTER Additional comments still not possible to test 2022-12-13 09:53:54 - Matthias HONERBOM Additional comments Wise TEST environment has been upgraded to R.35. 2022-12-12 19:26:24 - Prashanth PONNALA-SC Additional comments we have reinitiated new client secret code/ scopesand still we are receiving the error and requested Coupa for further investigation. 2022-12-12 17:50:15 - Matthias HONERBOM Additional comments Suspected root cause: The oAuth2.0 credentials created on Wise TEST for ESB-INT were overwritten by COUPA during system refresh from Wise PROD. 2022-12-12 16:50:35 - Yvonne HOSTER Additional comments Hello,please update the situation I need to test in OUABRYvonne 2022-12-08 08:25:51 - Prashanth PONNALA-SC Additional comments Issue was due to recent refresh from WISE prod to WISE test causing the Interface connectivity issue and we have requested COUPA support team to work on the same. Thank you.
after, airliquide, com, configuration, connected, connection, corp, english, esb-int, exported, has, honerbom, honerbom@eu, lost, matthias, middleware, no, no connection to middleware; wise test is not connected to esb-int; after system refresh wise test has no connection to oua; oauth2.0 setup is void; oauth configuration lost;, not, oauth, oauth2, oua, refresh, setup, status, system, test, void, wifi, wise
HONERBOM, Matthias 20 Sept 2018, 13:17 to Jean-Christophe, Pierre, Prashanth, Chandra, Emmanuel, Achim, Gwenaelle, Titaina, Fatima Hello Fatima, Yes, you had the same Order view preset and that's why you were affected the same way than your colleague. Hence, please apply the same procedure to get out of this deadlock: After having clicked on "Orders" tab, replace the existing URL in the browser address line with this: https://airliquide.coupahost.com/order_headers?filter=0 - and the view «Toutes» will be selected. Since it has no filters which could be "wrong", it will always work. This way you are enabled to select another view which is not timing out. All I can do at this point is to provide the same recommendation than for your colleague: Please do not use a view which times out. If done by mistake, this is the procedure to restore the normal system behavior. BR/Matthias
2023-04-28 09:45:37 - Matthias HONERBOM Additional comments Bonjour Alain, FYI, the error root cause was that your email address in WISE was maintained without "-sc". That's why it didn't work. I have corrected this now, so that your email address in WISE matches to your Kite (Google) eMail address. It should work now. Hence on this notification we are closing this Ticket. In case of further support required for this case, you can re-open the case within the next 10 days. 2023-04-28 09:45:37 - Matthias HONERBOM Additional comments Resolution notes:eMail address corrected as per the existing Kite address in Google contacts. 2023-04-28 09:14:04 - Hamza BARAOUI-SC Additional comments Demandé pourAlain DAVASSE-SCRappeler le numéroType de contactTéléphoneCI affectéService commercialImpact utilisateur3 - Un seul utilisateurUrgence utilisateur3 - Faible impact sur l'environnement de travailDescriptionthe user call cannot access his Wise accounts you can see the error in the attachment.Please assist.
2025-01-23 13:19:50 - Matthias HONERBOM Additional comments Resolution notes:Wise LOGIN corrected to have the (only) active SAP ID. 2025-01-23 13:19:50 - Matthias HONERBOM Additional comments Hello Sara,we have checked your SAP profiles and found that the one for external users, starting with "E", was inactive. The subsequently created ID "01070031054" which is for internal employees, is active in SAP. In WISE, however, the field "login" was still set to to inactive SAP User ID. I'm convinced that this was causative for your issue.Remedy:I have updated your SAP Profile and it should work fine now. Please try once and confirm else kindly re-open this case if it still doesn't work. 2025-01-22 08:23:37 - Prashanth PONNALA-SC Additional comments PONNALA-SC, Prashanth12:52 PM (0 minutes ago)to Sara, Charlotta, DL-EuBIS-EUROPE-CGI-SAP-AUTHORIZATION, Chandana, SureshHello Charlotta/Sara,We have investigated the issue and it was due to the Inconsistency between WISE and SAP systems on the user IDs causing the issue while adding the items in SAP PM orders with catalog OCI .WISE - Employee number maintained as "E010703283" in CARM. SAP : User ID : 01070031054Hence the system was unable to find the user ID which was used in SAP 01070031054 was not found in WISE for the Login ID.Please confirm to correct the Employee number / Login ID in WISE with " 01070031054" to correct the issue. Thank you. 2025-01-22 08:02:15 - Prashanth PONNALA-SC Additional comments Inconsistency between WISE and SAP systems on the user IDs causing the issue while adding the items in SAP PM orders with catalog OCI . WISE - Employee number maintained as "E010703283" SAP : 01070031054Hence system was unable to find the user ID which was used in SAP 01070031054 was not found in WISE for the Login ID. Please do confirm to correct the Employee number / Login ID in WISE to correct the issue. Thank you. 2025-01-09 13:49:07 - Raid BEN SALAH-SC Additional comments Demandé pourSara SAMYNRappeler le numéro+32 476 68 27 31Type de contactSelf-serviceCI affectéSAP OPERA - ALIGN OPA - PRODService commercialCylinder Planning scheduling fillingImpact utilisateur3 - Un seul utilisateurUrgence utilisateur3 - Faible impact sur l'environnement de travailDescriptionHello, I am not able to use Wise via SAP
airliquide, cannot punchout from sap to wise, com, corp, does, english, honerbom@eu, matthias, not, open, punchout, punchout error, sap, software, storefront, wise, wise storefront does not open
NaN
KB0034649
5110829127 - Integration Error in the field EKKO-ZTERM
English
Matthias.HONERBOM@eu.corp.airliquide.com
1
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:57
9
IT Knowledge
WISE - Integration
#########
NaN
NaN
NaN
NaN
NaN
0
2024-01-16 8:54:36
#########
INC1103913
EU-PROC-WISE-L2
2023-01-31 10:23:34 - Matthias HONERBOM Additional comments Resolution notes:The Supplier Inco Terms Name Placed "IZMIR" - w/o any Shipping Terms - is not defined as such. Solved by providing instructions for data rectification by Requester/Caller: The "named place" needs to be empty. Otherwise, the supplier INCO Term code, e.g. "DDP" needs to be provided as well.
5110829127, airliquide, code, com, corp, document, ekko-zterm, english, erp, erp integration of document failed. formatting error in the field ekko-zterm ; see next message, failed, field, formatting, honerbom, honerbom@eu, inco, inco term code, integration, matthias, message, missing, missing inco terms, named, next, no, no inco terms, place, supplier, supplier inco terms named place, term, terms
NaN
KB0050429
Order amount not refreshed on Oracle: F2-1003990
English
Matthias.HONERBOM@eu.corp.airliquide.com
16
Matthias HONERBOM
Uncategorized
Published
2025-07-29 21:36:46
7
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
3
2024-06-05 16:45:14
#########
INC1431636
BEU-PROCUREMENT
2024-06-05 16:45:14 - Matthias HONERBOM Additional comments Resolution notes:Existing receptions are preventing item lines changes from integrating. GRs need to be voided first before item line changes can be integrated. 2024-06-05 16:43:46 - Matthias HONERBOM Additional comments If an order was already received, the Good receipt document "locks" the PO item line in Oracle against changes. This is as per design to prevent inconsistency in the follow-on documents. Procedure:If you want to update the PO item line in Oracle, you need to void (cancel) the GR in WISE first, then wait 20 Minutes that the cancellation arrives in Oracle and thereafter you can update the account assignment in the WISE PO. Once the PO line change was integrated in Oracle with success, you can restore (re-do) the reception in WISE. 2024-06-05 14:42:36 - Gisele GRAL Additional comments Requested forLoic MULLEYCall back numberSourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact2 - Multiple users on a siteUser Urgency2 - High impact on work environmentDescriptionHello,Order: F2-1003990 show an amount of 7780 in Oracle and in my BI (WAVE LI OpEx 4036).However, in Wise, the amount was changed from 7780 to 22 006,50.I suppose it's du to a misalignement between Wise and Oracle.Can you fix it please ?Thanks
airliquide, amount, changes, com, corp, english, f2-1003990, honerbom, honerbom@eu, integrated, item, line, matthias, not, oracle, order, po, refreshed, sap, sent, software, updates, wise, wise changes are not integrated, wise po item line updates are not sent to oracle, wise po item line updates are not sent to sap
NaN
KB0040957
MPA / Bulgaria - PO printing not possible via ME9F
English
Matthias.HONERBOM@eu.corp.airliquide.com
14
Matthias HONERBOM
Printing / Devices
Published
2025-07-28 23:11:28
6
IT Knowledge
BG (CSE), SAP iAladin
#########
NaN
NaN
NaN
NaN
NaN
6
2023-07-24 12:43:35
#########
INC1155915
BEU-BOSM-MAINTENANCE
2023-07-24 12:43:35 - Matthias HONERBOM Additional comments Resolution notes:Solved by user instruction: For printing Cyrillic Characters, the printer "ZLOC3" needs to be used. 2023-07-24 12:41:40 - Matthias HONERBOM Additional comments Hello Sirma & Desislave,NB: The normal "LOCL" Printer cannot print the Cyrillic Letters. Instead you need to use the printer device "ZLOC3" because this uses another character set, wich includes the Cyrillic alphabet.I have done a print preview and it look alright. Please refer to my attchements. 2023-07-12 09:12:05 - Desislava IVANOVA Additional comments Hello, we still have this issue. A current PO is attached. There are symbols # and the PO cannot be printed or saved in pdf. My output device is "Ihr Standard-Windows-Drucker". 2023-05-15 14:56:39 - Desislava IVANOVA Additional comments Hello Rishabh, the PO was approved. I still cannot print the PO and when I open it in print preview I see some unreadable symbols due to the cyrilic. 2023-05-15 14:54:52 - Desislava IVANOVA Additional comments Incident reopened. Reopened with comments: PO approved now 2023-05-09 18:22:47 - Rishabh SINGH-SC Additional comments Resolution notes:It was not possible to release the PO through ME9F because PO was not approved at all three levels. After a change was done in the quantity of the PO, release strategy was retriggered which required the PO to be approved again. 2023-04-21 14:48:53 - Rishabh SINGH-SC Additional comments Hello Desislava,It can be downloaded (no need for a Demand) as the PO already has NEU output type. But first it need to be approved at all three levels.Currently we can see that this PO is only approved by level 1 approver. Approval from two other levels are still awaiting. 2023-04-21 14:06:57 - Desislava IVANOVA Additional comments Rishabh, is it possible to download the POs in pdf as it is done in Turkey? Do we need to open a demand for this? 2023-04-19 07:56:34 - Desislava IVANOVA Additional comments Incident reopened. Reopened with comments: We were ensured when implementing the process for Bulgaria that this functionallity is working. Please check again. 2023-04-16 12:57:43 - Rishabh SINGH-SC Additional comments Resolution notes:We see that currently there is no functionality maintained for Bulgaria in order to send the PO to the supplier through email.In order to make such any changes, we would require a demand.It would be a new development and such request can not be handled through an incident hence we are closing this incident. Request you to please raise a demand for this requirement. 2023-04-13 15:32:28 - Rishabh SINGH-SC Additional comments Hello Sirma,In order to make such any changes, we would require a demand.It would be a new development and such request can not be handled through an incident.Request you to please raise a demand for this requirement. 2023-04-13 13:16:20 - Sirma HRISTOVA Additional comments Hello, I talked to my colleague in Turkey - their set up is the PO to be sent to the procurement mail, and procurement sends it to supplier. This is automated - via mail as a pdf file. Desislava is on vacation, so she will confirm tomorrow, but I think this solution can work also for us. 2023-04-13 12:58:50 - Rishabh SINGH-SC Additional comments Hello Desislava,In PO 4500027880, we see that the medium of output NEU is 'Print Output', so it will not be sent to the supplier, it will only generate a print out.In order to send mail to the supplier, the medium should be 'External Send'. We can see that for BG standard purchase orders configuration is not maintained to send the POs to the supplier through mail.So, we believe no BG standard PO is ever sent to the supplier, if this is not the case then could you please share a positive casewhere a PO was sent to the supplier.image.pngBest regards,Rishabh 2023-04-12 12:48:08 - Desislava IVANOVA Additional comments Hello Pedro, we checked with the supplier and he hasn't received the PO. When I put "1" instead of zero and click on Output message, there is a message "Message already processes ". 2023-04-12 11:40:12 - Pedro CESAR Additional comments Good Morning Desislava,We verified that the status of the output has the green indicator, it means you have taken the print out of the PO.If you wanted to take new print out put, go to the transation ME9F and in the field "Processing Status" put "1" instead of a zero.After that please give us feedback if this solves your problem.Thank you.Best Regards,LCC Team 2023-04-12 11:34:25 - Pedro CESAR Additional comments Requested forDesislava IVANOVACall back number+359 2 489 9260SourceSelf-serviceConfiguration itemSAP IALADIN - PRODBusiness ServiceProcure to ReceiptUser Impact2 - Multiple users on a siteUser Urgency2 - High impact on work environmentDescriptionHello, I tried to release a PO 4500027880 with transaction ME9F, but when I input the PO No and the purchasing organization 7000 (AL Bulgaria) I receive the message: "No suitable purchasing documents found". Please hepl me with the setting, because I want to send this PO to the supplier urgently.
airliquide, bg, bg po layout reprensentation, bulgaia, bulgaria, characterset, com, corp, cyrillic, english, has, honerbom, honerbom@eu, instaed, layout, letters, matthias, me9f, mpa, no, not, only, only # instaed of cyrillic letters, po, po has no cyrillic letters, po printing bulgaia, possible, printer, printing, reprensentation, via, wrong, wrong characterset
NaN
KB0042667
Supplier #79002720 (SAP) not visible in Wise
English
Matthias.HONERBOM@eu.corp.airliquide.com
3
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:58
5
IT Knowledge
WISE - Integration
#########
NaN
NaN
NaN
NaN
NaN
3
2023-11-09 12:15:39
#########
INC1291823
EU-PROC-WISE-L2
2023-11-09 12:15:39 - Matthias HONERBOM Additional comments Resolution notes:Required [content group] not available in user's profile. 2023-11-09 12:13:11 - Matthias HONERBOM Additional comments Paulina's Wise Profile does not contain the content group "BG07_Indirect" (for Bulgaria), only having the Polish Content Groups "PL01_ALP_COA" and "PL02_ALK_COA". This is the reason why to Bulgarian Supplier is not visible for her even though it was created in WISE. Hence no error, the system is working as designed. 2023-11-09 12:09:43 - Matthias HONERBOM Additional comments We can see that the supplier 79002720 was successfully created in WISE on November 3rd under the Name "SIA_7000_0079002720" and it is in "ACTIVE" status. In order to see it in WISE, users need to have the content group "BG07_Indirect" assigned. 2023-11-08 10:10:53 - Elzbieta VIG-SC Additional comments KB0028809 : WISE - Need to open Purchase Orders in WISE 2023-11-08 09:59:04 - Elzbieta VIG-SC Additional comments Requested forPaulina BLASINSKACall back number+48 501 985 337SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact2 - Multiple users on a siteUser Urgency3 - Low impact on work environmentDescriptionSupplier #79002720 (SAP) not visible in WiseHi Team, Supplier #79002720 (SAP) is not visible in Wise, can you please tell me what the issue is ? Thanks in advance,Paulina
79002720, airliquide, com, content, corp, english, group, honerbom, honerbom@eu, matthias, missing, not, profile, sap, software, supplier, supplier not visible, suppliers, users, visibility, visibility of suppliers for users, visible, wise, wise content group missing, wise user profile content group
NaN
KB0030291
Le fournisseur SOGELYM 4101241 n'est pas redescendu dans WISE
English
Matthias.HONERBOM@eu.corp.airliquide.com
2
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:56
6
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2022-04-07 13:11:56
#########
INC0921152
EU-PROC-WISE-L2
2022-04-07 13:11:56 - Matthias HONERBOM Additional comments Hello Sylvie,FYI, Wise has rejected the integration of this supplier because the email address is in bad format:valerie.collier@sogelym+-dixence.frThe "+" sign must not be used in an eMail address. The Domain Name is wrong. The good domain name is : sogelym-dixence.frMeans, you need to enter the email address like this:valerie.collier@sogelym-dixence.frPlease get in touch with the data team for the correction. At our end we're closing this Ticket with the code "Solved by user instruction".Kind Regards,Matthias HONERRBOMALIT/BIS-Europe - Procurement 2022-04-07 13:11:56 - Matthias HONERBOM Additional comments Resolution notes:Solved by user instruction. 2022-04-07 09:06:54 - Bassent DRIDI-SC Additional comments Demandé pourSylvie PAPOTRappeler le numéro+33 1 40 62 59 27Type de contactSelf-serviceÉlément de configurationWISE - PRODService commercialProcure to ReceiptImpact utilisateur3 - Un seul utilisateurUrgence utilisateur3 - Faible impact sur l'environnement de travailDescriptionLe fournisseur SOGELYM 4101241 n'est pas redescendu dans WISE créé dans SAP le 05/04/2022
4101241, airliquide, com, corp, coupa, dans, english, est, fournisseur, fournisseur n'est pas redescendu dans wise, honerbom, honerbom@eu, imported, integrated, integration, le, matthias, not, opera, opera supplier not integrated, pas, redescendu, replicated, sap, sap vendor not integrated in wise, software, sogelym, supplier, supplier not replicated to wise, vendor, vendor not imported in coupa, vendor not replicated to wise, wise, wise supplier integration
NaN
KB0049115
Réception WISE - Non présente dans SAP, Reception not present in SAP, WISE GR not integrated
English
Matthias.HONERBOM@eu.corp.airliquide.com
29
Matthias HONERBOM
Uncategorized
Published
2025-07-29 22:10:01
30
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
13
2024-04-10 9:12:10
#########
INC1388427
EU-PROC-WISE-L2
2024-04-10 09:12:10 - Matthias HONERBOM Additional comments Resolution notes:Working as designed: Open POs flagged as "2-Way-Match" cannot integrate a reception. Therefore, SAP is refusing to integrate the goods receipt albeit Wise accepts it. 2024-04-10 09:10:04 - Matthias HONERBOM Additional comments Chére Giséle,FYI, your PO is flagged as "2-way-match". This means, it is not subject to reception.You have selected "Open Order 2 Way Match" in the PO Header with "Yes".SAP is recognizing this setting and rejects a reception while WISE did not.Maybe you can propose to create a blocker in WISE which triggers during reception if this "2-way-indicator" is set. 2024-04-10 09:05:51 - Matthias HONERBOM Additional comments GR Integration History:09/04/2024 15:38 by API User: ESB_PRODResponse Message: WARNING No GR possible on PO defined as «2-way-match».GR not posted in Backend. 2024-04-10 08:28:28 - Gisele GRAL Additional comments Requested forGisele GRALCall back number+33 6 23 71 47 73SourceSelf-serviceConfiguration itemSAP OPERA - ALIGN OPA - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionBonjour Je ne trouve pas dans SAP la réception de la commande 5111091091merciGG
2-way-match, airliquide, com, corp, dans, english, gr, honerbom, honerbom@eu, integrated, integration, matthias, non, not, open, po, present, presente, reception, sap, software, two-way-match, two-way-match po, wise, wise 2-way-match open po, wise gr integration error, wise gr not integrated in sap
NaN
KB0049479
[ ALIGN] no possible to transform a PR into a PO
English
Matthias.HONERBOM@eu.corp.airliquide.com
33
Matthias HONERBOM
Uncategorized
Published
2025-07-29 9:45:08
13
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
7
2024-04-23 16:24:15
#########
INC1387914
BEU-PROCUREMENT
2024-04-23 16:24:15 - Matthias HONERBOM Additional comments Resolution notes:In case the PO doc type "ZASS" is selected, you need to put the [Account assignment category] "I" (Invest)" and select an Invest Order. Once this is done, it works without issues. 2024-04-23 16:20:57 - Matthias HONERBOM Additional comments Chère Veronique,FYI, I've performed a little test in OPA by using ME21N and selecting your PR as input from the document overview.Like in your K.O. example I've also selected the PO type "ZASS", which is for Investment Account assignment.After selecting the required account assignment category "I" and a random invest order (- just for the test - ), no more errors were issues after the check. Resumé:The system is working as designed; there is no bug.Next step - for clarification:Please liaise with Sabine Lemahieu about the good PO Document Type and the suitable Account Assignment Category for that PO Doc Type. 2024-04-22 17:09:09 - Lea CHEVOLEAU-SC Additional comments Awaiting for user's answer. 2024-04-19 15:22:55 - Lea CHEVOLEAU-SC Additional comments Hello, waiting for the screenshot in english to confirm the issue. 2024-04-18 14:56:08 - Lea CHEVOLEAU-SC Additional comments Contacted user for screenshot in english. Will update when I get an answer 2024-04-09 15:47:23 - Gisele GRAL Additional comments Requested forVeronique PERRIGONCall back number+33 6 20 98 59 24SourceSelf-serviceConfiguration itemSAP OPERA - ALIGN OPA - PRODBusiness ServiceHardgoods Order taking / LogisticsUser Impact3 - One userUser Urgency2 - High impact on work environmentDescriptionPR N°10818574 can't be trasnferred into PO.SAP 4 HANA warning message entrez CAT Imputationbut this kind of PO do not require center cost
account, airliquide, align, assignment, category, com, convert, convert pr to po in me21n, corp, doc, english, honerbom, honerbom@eu, into, investment, matthias, me21n, me21n pr to po, no, order, po, possible, pr, pr cannot convert into investment po, purchase, requires, transform, type, zass, zass purchase order doc type requires account assignment category
NaN
KB0030294
Problem with login to wise
English
Matthias.HONERBOM@eu.corp.airliquide.com
7
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:56
7
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
3
2022-04-07 17:14:30
#########
INC0921403
EU-PROC-WISE-L2
2022-04-07 17:14:30 - Matthias HONERBOM Additional comments The "-sc" in the email address was omitted in WISE and we have supplemented this in the user profile now.Please retry and reopen the ticket in the next 10 days in case it doesn't work. 2022-04-07 17:14:30 - Matthias HONERBOM Additional comments Resolution notes:eMail address was given wrong in the user profile. The fix was to correct it in the user master fields "SSO identifier" and in the "email" fields. 2022-04-07 13:33:54 - Katarzyna KESY-SC Additional comments Requested forSylwia MIROWSKA-SCCall back number+48 698 688 514SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionProblem with login to wise application, error in attachment.
airliquide, can, cannot login to wise; can't logon in wise, com, corp, english, honerbom, honerbom@eu, id, login, logon, matthias, not, sign, single, single sign on id is wrong, sso, sso error, sso login not working, wise, working, wrong
NaN
KB0051944
SAP ALIGN - Inventory Transaction MB1B not working
English
Matthias.HONERBOM@eu.corp.airliquide.com
190
Matthias HONERBOM
Uncategorized
Published
2025-09-29 13:00:51
6
GIO Service Desk
NaN
#########
NaN
Procure to Receipt
NaN
NaN
NaN
47
2024-09-02 17:16:34
#########
INC1497567
BEU-PROCUREMENT
2024-09-02 17:16:34 - Matthias HONERBOM Additional comments Resolution notes:Related to release change, some MM inventory transactions became obsolete. The solution is to use the respective successor transaction, as per the SAP note attached. 2024-09-02 17:14:29 - Matthias HONERBOM Additional comments FYI, this is not a bug, it's because of the new SAP Hana Release.I have attached the note from SAP.In a nutshell: Please use the respective successor transaction. In many cases it is MMBE and MIGO.Alternatively there is also the Fiori App "Stock Overview"Hence on this information we are considering this case as "resolved". 2024-08-30 09:20:01 - Joao GOMES-SC Additional comments Requested forCedenir CARVALHOCall back number00393316082983SourcePhoneConfiguration itemSAP OPERA - ALIGN OPA - PRODBusiness ServiceUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionUser contacted us due to transaction MB1B not being available for himself (others can still use it) due to an error message (see attached screenshot) Hostname:ALIT-3LLP893-LAssisted user via phone, remote
2022-02-18 09:48:18 - Matthias HONERBOM Additional comments Resolution notes:1319999870 could not be found in Opera, please check for good spelling.The other Costcenters are there. Please refer to analysis attached. 2022-02-17 16:22:55 - Matthias HONERBOM Additional comments Please refer to PDF attached.
airliquide, center, com, corp, cost, cost center is missing in wise, cost center not integrated in wise, costcenter, costcenter in wise not found, costcenters, did, english, found, honerbom, honerbom@eu, integrate, integrated, matthias, missing, missing costcenter, new, not, wise
NaN
KB0025150
New supplier created in SAP not available in Wise
English
Matthias.HONERBOM@eu.corp.airliquide.com
23
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:54
14
IT Knowledge
NaN
#########
4.00
NaN
NaN
NaN
NaN
7
2022-01-24 13:42:38
#########
INC0878015
EU-PROC-WISE-L2
2022-01-24 13:42:38 - Matthias HONERBOM Additional comments Resolution notes:Phone number format was corrected by Data Team as per my hints. 2022-01-24 08:51:43 - Matthias HONERBOM Additional comments Here we can see that the phone number was maintained in OPERA as "01-6109993428". Thus, please get in touch with the referential team to have the format of the phone number changed in the way like is working with another US-american Vendor in WISE (that is: omit the country prefix in OPERA and consider the first 3 digits as area code). Just besides, a wrong email format leads to similar integration errors as well. 2022-01-24 08:48:14 - Matthias HONERBOM Additional comments COUPA ("WISE") did not integrate the new supplier because the format of the phone numbers ain't right. The error message explains: "Primary contact phone work US/Canada number must have 10 digits... " COUPA Community posts under the topic (please as well refer to the PDF attached) R32 supplier integration bulk load is enforcing a validation check on Telephone numbers Please note that according to the R32 Release Notes https://success.coupa.com/Support/Releases/32/Release_Updates/32.0_Release_Notes "Supplier : Updated phone and fax number validations for the Suppliers CSV loader. US numbers should be in the format xxx yyy zzzz and must be 10 digits in length. Non-US numbers must begin with a + sign and the country code, followed by a space and the phone number, for example, +aa xxx yyy zzzz. " as well as the Supplier Documentation https://success.coupa.com/Integrate/Technical_Documentation/CSV/Import/Suppliers 2, phone numbers have to be in a certain format: US numbers should be in the format xxx yyy zzzz and must be 10 digits in length. Non-US numbers must begin with a + sign and the country code, followed by a space and the phone number. For example, +aa xxx yyy zzzz. As a result of this change - We have thousands of vendors with contact details on our master data system that is interfacing with Coupa. We will need to complete a full data cleansing exercise to align our telephone numbers with the mandatory rule that is now introduced. In the meantime we will have to resolve this error for every vendor with a phone number that is not compliant with the rules and fails on the interface, this will be a time-consuming manual exercise.
"supplier not created in wise", "supplier not integrated", "supplier not replicated to wise", "supplier not transferred to wise", "vendor not created in wise", "vendor not integrated", "vendor not replicated to wise", "vendor not transferred to wise", airliquide, available, com, corp, created, english, honerbom, honerbom@eu, integrated, matthias, new, not, replicated, sap, software, supplier, transferred, vendor, wise
NaN
KB0042897
WISE Extention Purchase Requisition - Requested By can't be blank
English
Matthias.HONERBOM@eu.corp.airliquide.com
9
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:58
5
IT Knowledge
WISE - Integration
#########
NaN
NaN
NaN
NaN
NaN
1
2023-11-21 16:23:44
#########
INC1300798
EU-PROC-WISE-L2
2023-11-21 16:23:44 - Matthias HONERBOM Additional comments Resolution notes:A workcenter was used which was not mapped to a valid SAP + WISE User. In the related PM-Order Header, at bottom, Benoit has corrected the Workcenter there - and after retriggering the export by putting a dot into the field "Vendor Material Code", the integration was successful. 2023-11-21 16:23:44 - Matthias HONERBOM Additional comments PO Nr. 5111007742 was created. 2023-11-21 15:58:36 - Matthias HONERBOM Additional comments Analysis provided, awaiting user's feedback. 2023-11-21 15:56:56 - Matthias HONERBOM Additional comments The Table ZPMT42 does not have an entry for the Workcenter "TL_WC" used in the Order Header (refer to section [First Operation] at bottom, Fieldlabel "Workcenter/Plant" ,Technical Fieldname: [AFVGD-ARBPL].In order to complete the user mapping, kindly insert a new line for the Workcenter "TL_WC" in table ZPMT42 - or use another Workcenter which is already mapped to a user as per the "Workcenter-user mapping table" ZPMT42. 2023-11-21 15:35:06 - Matthias HONERBOM Additional comments Causative error: "Requested By can't be blank" 2023-11-21 14:39:08 - Benoit HERBAUT Additional comments Requested forBenoit HERBAUTCall back number+33 6 17 30 35 65SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionhello, thanks to check why SAP - WISE interface failed with this error:BK_CompanyCode : 0365_FRGS_COABK_IDOCNumber : 0000000495906788BK_Plant : FR38_DR Vitrolles Sud-EstBK_SAPPRNumber : 3013292126BK_WISEPRNumber : N/ABK_PMOrderInfo : 3013292126_00010__000402442444_0010_0010_0ERROR TEXT : CORRELATIONLOGID : 4c4e68f4843540a3938baf7d760cc6a5LOGID : 131f3a71-86c2-4a0d-8344-5ac5cd9ffe3fPARENTLOGID : a8265a45-98e3-4c2c-8af3-bfc84e8f4846STATUS : OkSTART : 2023-11-19 19:41:42 CETEND : 2023-11-19 19:41:43 CET
airliquide, blank, can, com, corp, english, extention, honerbom, honerbom@eu, mapping, matthias, purchase, requested, requested by can't be blank, requisition, table, user mapping table zpmt42, wise, without, workcenter, workcenter without user mapping, zpmt42
NaN
KB0030338
Interfaces Staci to Opera inoperative
English
Matthias.HONERBOM@eu.corp.airliquide.com
3
Matthias HONERBOM
Uncategorized
Published
2025-07-28 23:11:27
8
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2022-05-02 18:03:49
#########
INC0934062
BEU-BOSM-MAINTENANCE
2022-05-02 18:03:48 - Matthias HONERBOM Additional comments Resolution notes:This issue was caused by skipping / not executing the preceding step and hence multiple files were queuing up. The subsequent step, however, can process single files only.To rectify this situation, please - put the duplicate files aside;- run the failed step so that the single files are removed (by processing them)- restore the files that were put aside- re-run the step so that the single files get removed (by processing), so that there is no obstacle for the subsequent runs.This sequence needs to be repeated until all files are processed, so that there will be no "data slippage" by omitting the processing of any files. 2022-04-29 18:15:43 - Matthias HONERBOM Additional comments Remediation procedure provided, as per the Autosys logs the remedy is in progress at this point. 2022-04-29 17:44:20 - Durga SORNAPUDI-SC Additional comments We checked STACI SWE Interfaces ( 072 & 073) in ESB and monitoring logs after 25th April. But No Monitoring logsAnd also we checked ESB File Directories in Production and noticed that last file we received from STACI is on 25th AprilSeems there is No issue in ESB SidePlease let us know anything required from our side
2021-12-28 12:28:21 - Matthias HONERBOM Additional comments Resolution notes:In case of a cXML Vendor, COUPA switches all cXML configuation fields to "mandatory". SAP, however, does not have any fields to provide this data. Therefore, a work-around procedure needs to be respected as explained hereunder. 2021-12-28 11:33:28 - Matthias HONERBOM Additional comments We are waiting for the next Vendor replication run to see if the supplier is created with a non-cxml Comm.-Method. Once this was success, the next steps c) and d) - as per below procedure - can be executed and the result should be monitored in WISE after the changes in SAP and the subsequent Vendor replication job CPZI0000OPEPRWISPR218 were completed. 2021-12-28 11:08:54 - Matthias HONERBOM Additional comments FYI, there is a procedure for this to create a cXML supplier in WISE: a) In SAP, kindly choose the communication method "print" and save the new supplier. b) Wait for the completion of the next Vendor replication (Interface WISPR218) job run at noon resp. at midnight (GMT). c) In WISE, please change the "PO-Method" of that supplier to "cxml" and supplement all mandatory cXML Details once. d) Finally, kindly choose the communication method "cxml" in SAP and save the new supplier. ==> From then onward any changes on this supplier will be replicated to WISE because Coupa was provided with the mandatory cXML Details. 2021-12-28 10:48:27 - Matthias HONERBOM Additional comments Requested forIsabelle PROTAT-LACOSTECall back number+33 3 86 87 52 71SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency1 - No ability to workDescriptionHi,The supplier OPE_NLI0_0004053500 does not exist on Wise.Error message is {"row":29,"first_column":"OPE_NLI0_0004053500","field_with_error":"cxml_supplier_identity","field_errors":["CXML Supplier Identity can't be blank"]}What is the problem ?The sending method on SAP is emailthankregards
Wise SUPPLIER Interface disrupted - Opera Vendors not replicated to WISE
English
Matthias.HONERBOM@eu.corp.airliquide.com
14
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:55
13
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
4
2022-08-09 15:38:11
#########
INC0990759
EU-PROC-WISE-L2
2022-08-09 15:38:11 - Matthias HONERBOM Additional comments Resolution notes:The maximum size of a WISE Interface File accepted by COUPA is 8 MB (8192 Kb). Since approx. 28,000 vendor masters were mass changed in SAP OPERA, the Vendor replication Interface has considered all of them in one transfer run whereby the interface files grew up to 15 MB, which was leading to the integration error (Files were rejected by the COUPA system). In order to avoid this issue going forward, mass changes should be restricted to ~5000 vendors in the forenoon (transferred to WISE via the 12:00 h run) and another batch of ~ 5000 in the afternoon (transferred to WISE by the midnight run). All remaining vendors have to be changed with the same constraints on subsequent days. 2022-08-09 15:27:28 - Matthias HONERBOM Additional comments from: PONNALA-SC, Prashanth / sent: 8 Aug 2022, 19:53 to: me, Aude, Meike, Estelle, Nicole, Isabelle, Andreas, Britta, VijayaHello Matthias,We have Splitted the files and loaded them in production. Please verify and let us know the results. Thank you.Thanks & Regards,Prashanth PonnalaSAP Procurement TeamCGI for EU-BIS EUROPE – Application Management ServiceMobile: +91 9866823694______________________________________________________________________from: DAGREOU, Estelle / sent: 09.08.2022, 09:15 to: Prashanth, me, Aude, Meike, Nicole, Isabelle, Andreas, Britta, VijayaThank you very much Prashant,I think it works fine now, the recent creations were well replicated into WISE.But if you want us to perform a few more validations, can you please share a few files with the OPERA vendor account numbers and we will check if they are well created in WISE.Best regardsEstelle 2022-08-09 15:25:32 - Matthias HONERBOM Additional comments from: PONNALA-SC, Prashanth / sent: Sun, 7 Aug, 18:22 to: me, Aude, Meike, Estelle, Nicole, Isabelle, Andreas, Britta, VijayaHello Matthias,Good Day.Hope you had a nice vacation.We have taken the initiative and we will be processing the files by splitting the files into Multiple files . Here is the impacted file list below.image.pngNote: Work around, We would recommend to use the vendor master mass loads limited on a daily basis to avoid these issues. THank you.Thanks & Regards,Prashanth PonnalaSAP Procurement TeamCGI for EU-BIS EUROPE – Application Management ServiceMobile: +91 9866823694 2022-08-08 08:33:21 - Prashanth PONNALA-SC Additional comments We are investigation on the payload data to identify the cause for this error message. We will keep you updated if we make any identifications.Thanks for being patient 2022-08-03 11:31:48 - Asma ABOURI-SC Additional comments Requested forIsabelle PROTAT-LACOSTECall back number+33 3 86 87 52 71SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionHi,It seems that we also have an issue on the interface for suppliers : WW0000WISPR218.Error message is : {"field_errors":"System cannot process upload files above 8192 kb."}You can check the problem.thankregards
2023-11-20 15:09:57 - Matthias HONERBOM Additional comments Resolution notes:Working as designed: "Segregation of duties" constraint has been raised. 2023-11-20 15:05:29 - Matthias HONERBOM Additional comments Dear Marc,FYI, this restriction is not a bug; it is as per the design: A user who is approver in WISE, cannot raise new orders. This constraint is defined by the so-called "4-eyes-principle" also known as "segregation of duties", which is put in place to make sure that approvers can't approve their own Orders just by themselves. In such case there is no more surveillance, no spent-control. The point was raised by Auditors and so we were obliged to implement this rule.Vriendlijke Groeten,M. Honerbom 2023-11-15 14:52:53 - Frederic URVOY Additional comments Requested forMarc VAN DER BIJLCall back number+31 6 83528604SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionDear,Since my account authorisation has been adapted to approve POs, the ability to initiate PO requests has been lost. See the attached message that pops-up in Wise.Could you please check my Wise account configuration and adjust it so that I can submit PO request again?Thanks in advance.Best regards,Marc
2022-06-29 12:45:51 - Matthias HONERBOM Additional comments Resolution notes:Material number not extended to plants: Closing after confirmation from Shurkry and the PO mentioned was integrated as well. 2022-06-29 12:43:23 - Matthias HONERBOM Additional comments Revision 629/06/2022 12:38 by API key: Coupa Production APIResponse Message: OK PO 702313 successfully created in ERP 2022-06-29 12:29:53 - Shukry MICHAUD-SC Additional comments reply from: shukry.michaud-sc@airliquide.comHello All,The ZLAG Material 159026 is now maintained in plant DE35.I can not save the comment , above, added in the Incident INC0970206.Regards / Cordialement,Shukry MICHAUD | Consultant CGIAir Liquide EMS - European Management Services AdministratorTour Cœur Défense - 100 - 110, Esplanade Général de Gaulle - 92 400COURBEVOIEProcurement Referential WebsiteLe mer. 29 juin 2022 à 11:57, Service Desk aécrit :> Incident in flow>> Hello,>> The incident INC0970206 has been assigned to your group> EU-EMS-PROCUREMENT-DATA>> *State:* Open> *Short description:* ZLAG material 159026 not open for plant DE35> INC0970206> > Priority>> 3 - Moderate> Requested for>> Britta BRENNEISEN> Customer>> DE-ALD (AL GMBH)> Location>> DUESSELDORF ALD GMBH - DE004> Accountable service>> Procure to Receipt> Configuration item>> SAP OPERA - PROD> Assignment group>> EU-EMS-PROCUREMENT-DATA> Description>> PROBLEM: WISE PO5110702313 can not be transferred to SAP OPA due to the> following issue:> Material 159026 not maintained in plant DE35(E) Material 159026 not> maintained in plant DE35>> Please extend the material for the plant and make sure, that all ZLAG> numbers are active in all german plants.> <> 2022-06-29 12:26:48 - Shukry MICHAUD-SC Additional comments The ZLAG Material 159026 is now maintained in plant DE35
159026, airliquide, com, corp, de35, does, english, exisist, extended, honerbom, honerbom@eu, integration, maintained, material, matthias, not, open, plant, wise, wise integration error material ##### not maintained in plant zz99 (e) ; material not extended to plant; material does not exisist on a plant, zlag, zz99
NaN
KB0034537
Cannot login to WISE
English
Matthias.HONERBOM@eu.corp.airliquide.com
39
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:57
6
IT Knowledge
WISE - Integration
#########
NaN
NaN
NaN
NaN
NaN
9
2023-01-20 13:53:31
#########
INC1098016
EU-PROC-WISE-L2
2023-01-20 13:53:31 - Matthias HONERBOM Additional comments Hello Hongyan,FYI, the reason for this error is the change in your email address. It used to have the "-SC" behind your name in WISE. We have compared your current email address with the one in Google contacts and we have removed the "-SC" now. Please retry it; it should work fine now.Best Regards,Matthias Honerbom 2023-01-20 13:53:31 - Matthias HONERBOM Additional comments Resolution notes:Still the old "-sc" email address maintained in WISE. Corrected to new email address w/o the "-sc" suffix. 2023-01-20 11:45:53 - Lina RAISSI-SC Additional comments Requested forHongyan FORFAITCall back number0619489298SourcePhoneConfiguration itemWISE - PRODBusiness ServiceUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionUser can not access to the application she receive an error message
Error Unexpected error caught. Please see stacktrace for further details. Input data invalid
English
Matthias.HONERBOM@eu.corp.airliquide.com
7
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:55
6
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
2
2022-07-04 11:24:41
#########
INC0972694
EU-PROC-WISE-L2
2022-07-04 11:24:41 - Matthias HONERBOM Additional comments Resolution notes:Ship-to address length has exceeded 40 characters. The solution is to abbreviate it, so that it is not longer than 40 characters. 2022-07-04 11:10:35 - Matthias HONERBOM Additional comments How to solve this?Search in GMail for the ESB Error report, having PO number affected mentioned. In the email you'll find a correlation ID link, please check on it. You should be connected via VPN to open the ESB logs. In the ESB log, click on the link "List". In the list, press ctrl+F and paste the PO number.On the line found, clikc on the link "stack". Here you can read the root cause: 'DISTRIBUTION CENTRE WALSALL HEALTHCARE NHS TRUST'" length must be at most 40 CHARACTERs ==> This text has 49 characters, thereby exceeding the maximum length the target field in SAP could accept.Now kindly reduce this text to have max. 40 characters and re-export the PO. This time it should work. 2022-07-04 10:50:47 - Paul JACKSON Additional comments Requested forLukas DRZEWINSKICall back numberSourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionPO 5110700658 is in error and cannot transfer to SAPUKerror refers to stacktrace issue, please investigateResponse Message: Error Unexpected error caught. Please see stacktrace for further details. Input data invalid
40, address, airliquide, caught, characters, com, content, corp, data, details, english, error unexpected error caught; please see stacktrace for further details; input data invalid; length must be at most 40 characters; ship-to address too long; field content overlenth; data overlong, field, further, honerbom, honerbom@eu, input, invalid, length, long, matthias, most, must, overlenth, overlong, ship-to, stacktrace, too, unexpected
NaN
KB0025036
Unable to find valid Item record for item with keys name
English
Matthias.HONERBOM@eu.corp.airliquide.com
8
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:54
8
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
4
2022-01-17 15:53:03
#########
INC0872604
EU-PROC-WISE-L2
2022-01-17 15:53:03 - Matthias HONERBOM Additional comments Resolution notes:Instruction for data rectification is provided via the Ticket: The different item name is to be corrected either by L2 (LCC) or by the user. We have explained the root cause and how the data correction can be done. The rectification is quite easy:Just copy the correct item name from the WISE catalog and paste it over the wrong (user-modified) item name in the PM-Order. After saving the order, the error should disappear and the PR should be created in WISE.
airliquide, com, corp, english, extension, extn, find, found, honerbom, honerbom@eu, item, item not found, keys, matthias, name, not, record, unable, valid, wise, wise extension; unable to find valid item record for item with keys name, wise extn. unable to find valid item record, wise-ext, wise-ext. unable to find valid item record
NaN
KB0025555
WISE PO is interfaced with payment term missing on SAP
English
Matthias.HONERBOM@eu.corp.airliquide.com
13
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:55
8
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
10
2022-03-01 15:13:55
#########
INC0896345
EU-PROC-WISE-L2
2022-03-01 15:13:54 - Matthias HONERBOM Additional comments Resolution notes:Working as designed 2022-03-01 15:13:02 - Matthias HONERBOM Additional comments HONERBOM, Matthias15:11 (0 minutes ago)to Eu-toolsteam, Isabelle, Prashanth, NicoleHello Isabelle,If you want to populate the Payment terms directly, they should already be maintained in the contract: The "contract payment" terms will be considered if no alternative payments terms and no supplier payment terms can be retrieved. You can see this here in the custom field definition "defaults from" ==> contract...image.pngFor the integration, a certain priority is achieved by retrieving1. the Alternative PT first - and if they are blank then 2. the Contract PT - and if those are blank, finally 3. the PT from the Supplier master.Hope this addresses your query.Best Regards,Matthias 2022-03-01 14:49:02 - Matthias HONERBOM Additional comments Subject: Fwd: INC0896345 - Your incident has been resolvedfrom: PROTAT-LACOSTE, Isabelle / sent: 13:46 on 01.03.2022 to: Prashanth, Matthias, NicoleHi Prashanth,I have another question on this subjectWhy don't the payment terms appear on the purchase order ?The accounting department must manually add the payment conditions to the invoice registrationThis can make :a less fluide process on the workflowsa source of errors (I think this is an important point for internal control)I can open another incident if you wishthankregardsIsabelle LACOSTEAir Liquide EMS - Tools Specialist03 86 87 52 7106 85 19 85 71E LEARNING WISE 2022-03-01 14:47:56 - Matthias HONERBOM Additional comments adding user response. 2022-03-01 12:10:42 - Prashanth PONNALA-SC Additional comments Resolution notes:Hello Isabelle,Yes you are right, For the payment term configuration is different for each system.for SAP E2 system payment term is mandatory for the purchase order creation where as for OPERA it is optional so for OPERA orders without payment term also it works and for SAP E2 it fails to integrate. System is working as per the current design in each SAP systems for the purchase order creation process. Thank you. 2022-02-23 12:08:39 - Bassent DRIDI-SC Additional comments Requested forIsabelle PROTAT-LACOSTECall back number+33 3 86 87 52 71SourceSelf-serviceConfiguration itemSAP E2 - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionwe have several orders that are interfaced in SAP without the payment terms.Is this normal?For SAP EPA this generates an interface errorexample51106012875110603007thank regards
Error message : WISE Purchase orders must not be changed in Opera system
English
Matthias.HONERBOM@eu.corp.airliquide.com
7
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:55
7
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2022-07-12 10:15:51
#########
INC0976877
EU-PROC-WISE-L2
2022-07-12 10:15:50 - Matthias HONERBOM Additional comments Resolution notes:ZPR_POCHG entry with SAP user ID affected has been created via SM30. NB: It takes the Fire-Fighter ID to do it in Prod. 2022-07-12 10:15:50 - Matthias HONERBOM Additional comments Hello Frederic,FYI, I have solved this for your User ID and on OPA only. It will certainly work for you now.In case you need it for your deputy / deputies, please attach the confirmation message (pdf) of your entities internal control (those people who approve requests for obtaining additional authorizations).
"wise purchase orders must not be changed in opera system"; wise po cannot be changed via me22n; zpr_pochg;, airliquide, changed, com, corp, english, honerbom, honerbom@eu, matthias, me22n, message, must, not, opera, orders, po, pochg, purchase, system, via, wise, zpr
NaN
KB0043043
Suppliers deactivated by mistake generating the deactivation of catalogues (INC1302260)
English
Matthias.HONERBOM@eu.corp.airliquide.com
9
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:59
12
IT Knowledge
WISE - Integration
#########
NaN
NaN
NaN
NaN
NaN
0
2023-12-01 10:21:30
#########
INC1302260
EU-PROC-WISE-L2
2023-12-01 10:21:30 - Matthias HONERBOM Additional comments Resolution notes:Mass blocking of Vendors - hourly replicated to WISE, error detected - mass unblocking, but Catalogs remain deleted. Due to the hourly Vendor replication such mass changes are affecting WISE catalogs almost immediately instead of twice a day. Please sit with the Data Team and make them aware of these critical side effects. The objective of the meeting should be to agree on a "golden rule" which prescribes to do the mass changes on TEST system first and verify the effects there before repeating it on the Production. In Future we should prohibit "trial and error" mass changes in Production. Please involve the Team Lead of the Data Team to enforce the rules agreed upon. 2023-11-23 17:11:52 - Matthias HONERBOM Additional comments Waiting for clarification from Business Teams involved as per our analysis. 2023-11-23 17:03:09 - Matthias HONERBOM Additional comments Error Root Cause:The suppliers mentioned were blocked ==> Transfer from Opera to Wise triggered and unblocked ==> transfer to WISE triggered - all on the same day, - by the same Data Steward.Hence the system is working as designed. To find out which other suppliers might be impacted, please contact the data steward who has performed the changes - as per the Vendor change documents (logs). 2023-11-23 12:06:50 - Matthias HONERBOM Additional comments Hello Evelyne,please get in touch with Daniele, who has observed a similar behaviour and hence we wanted to create a Ticket for it. This case should then be linked to Daniele's Ticket.BR/Matthias 2023-11-23 11:42:37 - mohammed.boulhaoua@eu.corp.airliquide.co Additional comments Requested forEvelyne ALISCall back number+33 1 55 91 51 40SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionIssue: Some suppliers have been deactivated and reactivated through the interface.(see examples in the attachment)Consequence: the catalogues have to be reloadedAdditional information: Other suppliers, not identified yet may have been impacted
active, airliquide, but, catalogs, catalogues, com, corp, deactivated, deactivation, deleted, english, generating, honerbom, honerbom@eu, inc1302260, matthias, mistake, remain, sap, sap vendors unblocked but wise catalogs remain deleted, software, suppliers, unblocked, vendors, vendors active but catalogs deleted, wise, wise catalogs are deleted
NaN
KB0054473
Hello, the interface delay between wise and sap which is always too long
English
Matthias.HONERBOM@eu.corp.airliquide.com
4
NaN
Uncategorized
Published
2025-01-29 14:11:10
5
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-01-29 11:54:07
#########
INC1625922
BEU-PROCUREMENT
2025-01-29 11:54:06 - Matthias HONERBOM Additional comments Resolution notes:No problems found - it's working as designed. Obviously a misunderstanding on user's side: SAP Access is required for Operational Team to see a partial reception in case EPINAL detects a discrepancy between Invoice amount and the amount of service reception. 2025-01-28 18:39:07 - Nicole GUITTON Additional comments Dear all, is-it possible in this case to reassigne my request to Epinal team to check the integration delay between SAP / Epinal ? Thanks 2025-01-28 17:34:33 - Matthias HONERBOM Additional comments Thank you for reviewing the 2nd screenshot attached. 2025-01-28 17:34:03 - Matthias HONERBOM Additional comments Hello Nicole, We can see that the -partial- GR done in WISE has correctly arrived in SAP, so actually I'm not getting the problem. Maybe you should have this case reviewed by our EPINAL experts? In that case, the Ticket should be routed to them, along with an explanation on what they have to check. 2025-01-28 16:56:18 - Yannick KAMOU-SC Additional comments Requested forNicole GUITTONCall back number0618277877SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact2 - Multiple users on a siteUser Urgency3 - Low impact on work environmentDescriptionWe made GRs in wise, then we validated Epinal workflow and when the accounting department checks the GRs they see nothing. They relfused the Epinal workflow to the user with missing GRs and it's some additonal works for teams due to a wrong availability of data
airliquide, always, availability, between, com, corp, data, delay, delayed, english, epinal, gr, gr from wise to epinal, gr from wise to sap too late, gr integration delayed, hello, honerbom@eu, integration, interface, late, long, matthias, sap, software, too, which, wise, wise-gr, wise-gr data availability
NaN
KB0024990
List of WISE users
English
Matthias.HONERBOM@eu.corp.airliquide.com
31
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:54
9
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
11
2024-01-08 10:32:23
#########
ADHOC0609591
EU-PROC-WISE-L2
2022-01-12 11:04:13 - Matthias HONERBOM Additional comments Resolution notes:We're not using "Ad Hoc" requests in our Team, Bis Europe Procurement. Please refer to the Central WISE "Tools Team" of European Procurement, their address is: eu-toolsteam@airliquide.comNB: The EU TOOLS TEAM Team is in charge of WISE User management. 2021-09-15 11:07:23 - Pedro MIGUEL Additional comments Hello team,Can you please send us a list of ALEBS users of WISE?Thank you, 2021-08-17 18:50:13 - Szilvia KARTALY-SC Additional comments Requested forPedro MIGUELCall back number00SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceLI FinanceUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionHello team,Can you please send us a list of ALEBS users of Visual WISE?Thank you,
active, active wise users, airliquide, com, corp, english, honerbom, honerbom@eu, list, list of wise users, management, matthias, users, wise, wise user management, wise-user-id, wise-userlist, wise-userprofile, wise-users
NaN
KB0025929
PO created in WISE but not in SAP, Cant do GR.
English
Matthias.HONERBOM@eu.corp.airliquide.com
8
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:55
6
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
3
2022-04-14 13:48:54
#########
INC0922910
EU-PROC-WISE-L2
2022-04-14 13:48:53 - Matthias HONERBOM Additional comments Resolution notes:After the removal of the ERS flag on the Vendor master in SAP the PO was integrated ("Exported" flag had to be reset). The GR, if already entered, will therefore be integrated as well ; on the next working day. 2022-04-14 13:45:50 - Matthias HONERBOM Additional comments Revision 1014/04/2022 13:45 by API key: Coupa Production APIResponse Message: OK PO 645540 successfully created in ERP 2022-04-11 17:03:58 - Matthias HONERBOM Additional comments -- Root cause of the failed PO Integration: --The Vendor 4069160 has the "Evaluated Receipt Settlement" (ERS) activated in OPERA, however, this setting does not work in conjunction with WISE.-- Solution: --In order to integrate this PO, please get in touch with you local "data steward" or with the EU Data Team and have the "ERS" flag (temporarily) deactivated. Once this was done, the transfer of the PO needs to be re-triggered by resetting the "Exported" flag in the WISE PO.After the PO Integration in OPERA, the GR will be integrated on the subsequent day. 2022-04-11 16:33:34 - Matthias HONERBOM Additional comments FYI: A single document affected does not qualify for a P2-level. We've corrected it accordingly. 2022-04-11 11:21:57 - Henriette ANGELIN Additional comments Requested forCharlotte THIDEXCall back number+45 23 40 39 48SourceEmailConfiguration itemSAP OPERA - PRODBusiness ServiceUser Impact3 - One userUser Urgency2 - High impact on work environmentDescriptionPo 5110645540 is only created in WISE not in SAP, the PR is created on a SAP order. Charlotte cant do GR since there are no PO in SAP.
2022-08-10 15:41:32 - Matthias HONERBOM Additional comments Resolution notes:The PO closures in WISE are so-called "hard closures", means, they cannot be opened anymore, neither by Admins, nor by COUPA themselves. 2022-08-10 15:37:56 - Matthias HONERBOM Additional comments Assignment to: EU-EMS-BIS-WISE-L3 The PO closures in WISE are so-called "hard closures", means, they cannot be opened anymore, neither by Admins, nor by COUPA themselves. Please perform the line blocking directly in SAP, with the support of your Key Users.@LCC (local Procurement-L2) queue: Please let me know if you need to have the change authorization for ZSRM POs (for LCC users / Key Users only). DescriptionPurchase Orders 5110408764 and 5110444193 were created in Wise and are now closed but I need to clear the remaining values in this Purchase Orders because they are not going to be used.
airliquide, closed, closure, com, corp, english, honerbom, honerbom@eu, matthias, need to open purchase orders in wise, open, open wise po, orders, po, purchase, re-open, re-open closed wise po, reopen, reopen closed po in wise, wise, wise po closed, wise po closure
NaN
KB0038829
WISE GR not showing in SAP
English
Matthias.HONERBOM@eu.corp.airliquide.com
30
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:57
5
IT Knowledge
WISE - Integration
#########
NaN
NaN
NaN
NaN
NaN
11
2023-03-21 11:08:35
#########
INC1139725
EU-PROC-WISE-L2
2023-03-21 11:08:35 - Matthias HONERBOM Additional comments Resolution notes:Solved by user instruction 2023-03-21 11:06:44 - Matthias HONERBOM Additional comments Awaiting user's feedback 2023-03-21 11:01:53 - Matthias HONERBOM Additional comments Email with detailed GR reversal instruction sent to Maureen. 2023-03-21 09:23:29 - Maureen PIERRE Additional comments reply from: maureen.pierre@airliquide.comGood morningThere are no GR in SAP to reverse ie no GR numbers to referencehow is a reverses of GR that is showing in WISE pleaseThank youMaureen PierreSHEQ AdministrationAir Liquide UK LimitedStation Road , Coleshill, B46 1JY, United KingdomT. +44(0)1675 438 309> Incident on Hold>> Hello Maureen,>> Your incident has been commented for immediate attention.>> *State* : Pending> *Short description* : WISE GR not showing in SAP> *Comment*:> ------------------------------> *2023-03-20 16:52:43 CET - Matthias HONERBOM* Additional comments> Instructions provided; please confirm on Ticket closure.> ------------------------------> *2023-03-20 16:52:02 CET - Matthias HONERBOM* Additional comments> As you can see by the details of the "Integration History" inside of the> GRs, only the posting periods Feb. & March are open. The user, however,> hast provided the receipt date of January in his GRs.> Remedy:> Kindly VOID these GRs in WISE and re-post them w/o reception date resp.> w/o Posting Date. This way, the interface will assume the [current date]> which does not post the GR into a closed period.>>> 20/03/2023 02:44 by API User: ESB_PROD> Response Message: ERROR GoodReceipts_SapUK_Container_rootEPosting only> possible in periods 2023/03 and 2023/02 in company code> 13382023-03-20T01:44:34.013Z> ------------------------------> *2023-03-20 16:45:48 CET - Matthias HONERBOM* Additional comments> Requested for> Maureen PIERRE>> Call back number> +44 1675 438309>> Source> Self-service>> Configuration item> WISE - PROD>> Business Service> Procure to Receipt>> User Impact> 3 - One user>> User Urgency> 3 - Low impact on work environment>> Description> GR has been carried out in WISE for PO 5110794259 2 lines . Checking SAP> it has not updated as yet been since last week>> Follow> > Priority>> 4 - Low> Requested for>> Maureen PIERRE> Customer>> GB-AL UK> Location>> BIRMINGHAM COLESHILL - UK006> Business service>> Procure to Receipt> Configuration item>> WISE - PROD> Description>> GR has been carried out in WISE for PO 5110794259 2 lines . Checking SAP> it has not updated as yet been since last week> For all your IT needs>> Unsubscribe> > | Notification Preferences> >>> Ref:MSG37284261> 2023-03-20 16:52:43 - Matthias HONERBOM Additional comments Instructions provided; please confirm on Ticket closure. 2023-03-20 16:52:02 - Matthias HONERBOM Additional comments As you can see by the details of the "Integration History" inside of the GRs, only the posting periods Feb. & March are open. The user, however, hast provided the receipt date of January in his GRs.Remedy: Kindly VOID these GRs in WISE and re-post them w/o reception date resp. w/o Posting Date. This way, the interface will assume the [current date] which does not post the GR into a closed period.20/03/2023 02:44 by API User: ESB_PRODResponse Message: ERROR GoodReceipts_SapUK_Container_rootEPosting only possible in periods 2023/03 and 2023/02 in company code 13382023-03-20T01:44:34.013Z 2023-03-20 16:45:48 - Matthias HONERBOM Additional comments Requested forMaureen PIERRECall back number+44 1675 438309SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionGR has been carried out in WISE for PO 5110794259 2 lines . Checking SAP it has not updated as yet been since last week
airliquide, closed, com, corp, date, english, gr, honerbom, honerbom@eu, matthias, not, period, posting, reversal, sap, showing, software, wise, wise gr, wise gr error posting period closed, wise gr posting date, wise gr reversal
NaN
KB0041684
The user won't get any reports/e-mail anymore from WISE system
English
Matthias.HONERBOM@eu.corp.airliquide.com
10
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:58
5
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2023-09-19 11:57:58
#########
ADHOC0909776
EU-PROC-WISE-L2
2023-09-19 11:57:58 - Matthias HONERBOM Additional comments Resolution notes: As we cannot change the defined size limits of the eMail attachments, please reduce the amount of data selected for the attachments, so that the size limit is respected. 2023-09-19 11:52:07 - Matthias HONERBOM Additional comments The message "eMail size violation" refers to the reason for blocking: The size of an email attachment is limited. Obviously that size limit was breached. As we cannot change the defined size limits, please reduce the amount of data selected for the attachments. 2023-06-02 14:19:06 - Dennis ROSENKRANZ Additional comments Hello,not in the responsibility of BHC-VADE-PROCUREMENT-L2.We are not managing the outbound flows for COUPA at all.Please send it to the next escalation level on global WISE administration side.Many thanks,Dennis 2023-06-02 11:40:28 - Theodor GAIER Additional comments Requested forRoman Paul BOHNKECall back numberSourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency2 - High impact on work environmentDescriptionThe user won't get any reports/e-mail anymore from WISE system, it worked before but now his email address is under "blocked e-mail" due to one report, that has the error message: Diagnostic-Code: smtp; 550 5.7.0 Message Size Violation. We don't know what to do as just unblocking the mail address is not working. He needs the reports for his daily work.
Due to the low frequency of updates, there is no interface to replicate the Payment Terms from SAP to WISE and hence it has to be done manually. This is the Procedure: Login to ODA/ 200. Execute the report "ZPMNT_TERM_TEXT". Double-click the completion message to copy the output path. Launch CG3Y and paste the source path. After download, open the text file with Notepad++ and remove all lines except the new P-Terms (all translations). Submit an IT-Catalog Request "WISE - File upload from ERP systems" and attach the Payment Terms Textfile. CGI will append it to Payment terms table and to the Payment Terms Lookup. In addition, the PO Layouts should process the new codes also. Testing should consist of PO-Layout review in the different Supplier Comm.-languages.
In all of cases where SAP PM Users are not able to work with WISE catalogs, please check their SAP GUI Version first. It has to be 7.70. You can see it in he Title Bar of the SAP Logon Pad. In the Ticket INC1021683 I have provided the procedure:Before contacting any Punchout Suppliers because their Websites seem to behave unusual, we should make sure to use the latest SAP GUI 7.70. It can be requested via My IT corner. Here is the link to the catalog request : https://airliquide.service-now.com/myitcorner/?id=al_sc_cat_item&sys_id=60b6a9871b400994463b5205604bcbde In order to trigger the update package to install, kindly close all SAP Windows incl. the "Logon Pad" and leave the machine idling for at least 30 Minutes (e.g. during Lunchbreak). Once SAP Logon Pad shows 770 in its blue Title Bar, the installation of the update was successful. Please click on the left upper corner icon in the Title Bar of the SAP Logon Pad and select "Options...". Then open the folder "Interaction Design" and click on "Control settings". In the field "Browser Control" please select "Edge (based on Chromium)" and finally on [Apply] and [OK]. 2022-09-23 16:32:05 - Matthias HONERBOM Additional comments Resolution notes:New SAP GUI sent to user's machine via RITM0760358. 2022-09-23 16:30:22 - Matthias HONERBOM Additional comments Please contact your LCC for assistance or contact the Helpdesk since the detail instructions have been provided. 2022-09-23 15:20:59 - mohammed.boulhaoua@eu.corp.airliquide.co Additional comments . 2022-09-23 15:19:33 - mohammed.boulhaoua@eu.corp.airliquide.co Additional comments Demandé pourChristophe MAGNENEYRappeler le numéro+33 6 08 37 42 28Type de contactTéléphoneÉlément de configurationWISE - PRODService commercialImpact utilisateur3 - Un seul utilisateurUrgence utilisateur3 - Faible impact sur l'environnement de travailDescriptionThe user is calling to report an issue with WiseHe is unable to access the catalog he is getting the attached message
2022-02-17 13:19:20 - Matthias HONERBOM Additional comments Hello Valerie,in such a case, what you can do is to open the voided GR in WISE and check the "Integration History". Here you can see this:16/02/2022 10:06 by API key: Coupa Production APIResponse Message: ERROR COUPA_GoodsReceipt_Container_root E User 0299A7325 already processing Purchasing document 5110603691 2022-02-16T09:06:03.532ZSo this is telling you the root cause: The user 0299A7325 has opened the PO in update (edit) mode and this is why the GR can't be posted against this PO.Measures taken: We have reset the "exported" flag in the GR so that the system will retry posting it tomorrow. By then the user should have left the PO and it should work. 2022-02-17 13:19:20 - Matthias HONERBOM Additional comments Resolution notes:If a document is locked in edit mode, no updates are possible. The system is working as designed. 2022-02-17 10:29:35 - Yasmine TRABELSI-SC Additional comments Requested forValerie GERARDCall back number+33 1 40 62 51 95SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact2 - Multiple users on a siteUser Urgency3 - Low impact on work environmentDescriptionWe had to cancel the GR of this PO 5110603691. But this cancellation has not been transferred, so we cannot cancel the PO either.Thank you for cancelling the GR then the PO 5110603691.Let us know when it is done.
airliquide, already, cancellation, com, corp, document, document is locked, english, gr, gr cancellation not integrated, gr not integrated, gr voiding not integrated, honerbom, honerbom@eu, integrated, into, locked, matthias, not, processing, sap, software, transferred, user is already processing, voiding
NaN
KB0044035
Job "CPZI0000OPEPRWISPR092A" - DE internal orders SAP <-- Maximo were not sent to WISE
English
Matthias.HONERBOM@eu.corp.airliquide.com
8
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:59
9
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
2
2024-01-30 15:46:05
#########
INC1341723
EU-PROC-WISE-L2
2024-01-30 15:38:32 - Matthias HONERBOM Additional comments Resolution notes:It's working as designed: Master Data deficiencies were causative. 2024-01-30 11:24:46 - Matthias JEROSCH Additional comments Thank you Matthias, I had the same assumption and I have already contacted the Controlling department. 2024-01-30 11:20:53 - Matthias HONERBOM Additional comments Waiting for LCC to make Controlling set the order statuses. 2024-01-30 11:17:06 - Matthias HONERBOM Additional comments Analysis:The interface is running normal; there are no complaints from other affiliates. However, when checking the status of the order 6..87 we could see that relevant statuses are not set yet, e.g. there is no Budget assigned to the order (User status "NOBU"). For your illustration we have attached an Invest Order (from another affiliate) having sufficient statuses set and the integration was successful - versus this one where such statuses are not set.How to solve:Please get in touch with the controlling department and ask them to bring the order in the required status. After statuses were set, please wait for the next interface job run (midnight) to find the order in WISE on the next day. 2024-01-30 08:57:26 - Matthias JEROSCH Additional comments Please don't. Misunderstanding... I am not able to find the order in wise 2024-01-30 08:25:57 - Vitali PAWELKO-SC Additional comments Hello Team,user confirms that the internal order is now in WISE. Please close the ticket.Thank you and best regardsVitali 2024-01-29 21:10:04 - Swastick PAUL-SC Additional comments Issue identified: The job CPZI0000OPEPRWISPR092A got inactiveAction taken so far: We have activated the box CPZI0000OPEPRWISPR092A and it completed successfully in next scheduled run,Job Name Last Start Last End ST/Ex Run/Ntry Pri/Xit________________________________________________________________ ____________________ ____________________ _____ ________ _______CPZI0000OPEPRWISPR092A 01/29/2024 19:00:07 01/29/2024 19:05:53 SU 133907476/1 0 PPZI0000OPEPRWISPR092AJ01SAP_0001 01/29/2024 19:00:19 01/29/2024 19:03:20 SU 133907476/1 0 PPZI0000OPEPRWISPR092AJ02COM_0001 01/29/2024 19:03:31 01/29/2024 19:06:20 SU 133907476/1 0Reason of being pending: We have sent mail to the requester if any further action is required from our end. 2024-01-29 17:43:27 - Matthias HONERBOM Additional comments Job has completed with success. Please search for the internal order 6000001787 and confirm on Ticket closure, thanks. 2024-01-29 16:37:27 - Matthias HONERBOM Additional comments -
--, airliquide, com, corp, cpzi0000opeprwispr092a, de, does, english, found, honerbom, honerbom@eu, internal, invest, job, matthias, maximo, maximo invest orders missing in wise, maximo orders not sent to wise, missing, not, orders, sap, send, sent, software, were, wise, wise - maximo orders not found . sap does not send maximo orders to wise
NaN
KB0032119
Missing WISE PO in SODAL: The case concerns an open order ALP0714945
English
Matthias.HONERBOM@eu.corp.airliquide.com
20
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:56
8
IT Knowledge
NaN
#########
4.00
NaN
NaN
NaN
NaN
10
2022-08-18 15:00:51
#########
INC0985066
EU-PROC-WISE-L2
Update of 2023-01-16: The reportname used for the extraction is:alpl_purchase_order_line_report_20230114_210209Z.csv It selects all POs last updated today. So in order to re-extract for a certain date it is sufficient to revise the PO and do a little change on Header level.If the [exported] flag gets reset in addition (but this change alone is not sufficient), all you have to do is to wait for the next job run at night. The Coupa sFTP "Archive" folder of the "Outgoing --> Scheduled reports" holds the files of the last few days for checking & downloading them via FileZilla. 2022-08-18 15:00:51 - Matthias HONERBOM Additional comments Resolution notes:The Data slippage (missing PO) was rectified by re-extracting the POs of the date affected. Root cause is that COUPA did not run the scheduled report. 2022-08-18 12:42:10 - Magdalena.MALISZEWSKA@eu.corp.airliquide Additional comments Problem solved, thank you. Please close the ticket 2022-08-18 12:03:20 - Marcin JAMROZ Additional comments PO ALP0714945 was successfully imported into SODAL 2022-08-18 10:58:00 - Lukasz SULEK Additional comments reply from: lukasz.sulek@airliquide.comWojciech, Marcin,The action is on your side.Thanks,Cordialement,Kind regards,*Lukasz Sulek*IT Business Partner for CE Cluster and Finance*BIS Europe*Mobile: +48 883 389 448P Before printing, think about the environmentOn Tue, 16 Aug 2022 at 15:58, Service Desk wrote: 2022-08-16 15:58:07 - Matthias HONERBOM Additional comments from: HONERBOM, Matthias / sent: 15:03 on 16.08.2022to: Lukasz, Andreas, Wojciech, Marcin, PrashanthHello Lukasz,The reason for the wrong format has been identified:My mistake was that I opened the file in Excel, which is the Standard-Program on my computer for *.csv files. The original file looks quite the way like the sFTP file, now having as end of line without those ";" This time I did not open & save it as *.csv via Excel (just in Notepad++ , without saving it) and attached I'm sending it across to you just the way it is. In order to distinguish it from the "wrong" file, the new name is "sFTP_order_line_list.csv"-- Please retry the integration with it. -- Good Luck!Regards,Matthias 2022-08-11 18:05:18 - Matthias HONERBOM Additional comments @Magdalena ,Please confirm once the file was loaded into SODAL - for Ticket closure. 2022-08-11 17:54:45 - Matthias HONERBOM Additional comments Hello Magdalena,FYI, the File having the missed order ALP0714945 inside is attached to the Ticket. Please give it to your local IT-expert to re-import the wanted lines from the file into your ERP system.BR/Matthias 2022-08-10 13:54:13 - Durga SORNAPUDI-SC Additional comments As mentioned in previous mail supplier code starts with PL is not added in routing table " ROU_COUPA_ERP " For Supplier Number - PL_ALP_AMERICANEXPRESS when it is treated will check for ERP in the routing table and ESB will update COUPA with the message "Purchase order routing error, no target found for this supplier:" and change the export flag 2022-07-27 07:18:59 - Prashanth PONNALA-SC Additional comments We have provided the required information to ESB support team to check why the integration fails. Awaiting update from ESB support team. Thank you. 2022-07-25 14:25:31 - Katarzyna KESY-SC Additional comments Requested forMagdalena MALISZEWSKACall back number+48 12 627 9324SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionThe case concerns an open order ALP0714945. For some reason the order has not been sent/pushed from the WISE system to the SODAL system and I cannot describe the invoices.
airliquide, al, al poland, alp, alp0714945, alpl, alpl_purchaseorder_line_report, case, com, concerns, corp, data, data slippage, english, honerbom, honerbom@eu, integration, line, matthias, missing, open, order, po, po integration, poland, purchaseorder, report, scheduled, scheduled report, slippage, sodal, wise, wise po for sodal, wise po is missing
NaN
KB0054926
Cost centers in are blocked in Wise but not in SAP after update in SAP
English
Matthias.HONERBOM@eu.corp.airliquide.com
8
NaN
Uncategorized
Published
2025-03-11 21:44:50
8
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-03-04 16:24:21
#########
INC1627910
BEU-PROCUREMENT
2025-03-04 16:24:21 - Matthias HONERBOM Additional comments Resolution notes:Please choose a Cost center name which has not been used yet in the same context "0386_COA_LV" , "0386_COAACC_LV".The change of the Cost Center Short description can be made in SAP by the Controlling Team, having write authorization on the Cost Center's master data. 2025-03-04 16:21:16 - Matthias HONERBOM Additional comments The name of the cost center has been entered in SAP as "BIS IT fees ex ERP". Coupa has rejected updating the name of the Cost Center "386GIIZZI5" with the error: "Name has already been taken".I have checked this data situation in the Lookup values table and found that the Cost Center Nr. "386GILA8I5" is already using the same name "BIS IT fees ex ERP". Conclusion:This is the normal COUPA import behaviour that a name has to be unique. In order to keep the key "name" unique, inserts with the same name (but different Nr.) are rejected by the Coupa database.What can you do to overcome this constraint?==> Please choose a Cost center name which has not been used in the same context (0386_COA_LV , 0386_COAACC_LV )The change of the Cost Center Short description can be made in SAP by the Controlling Team, having write authorization on the Cost Center's master data. 2025-01-30 13:55:32 - Charlotta.Olofsson@eu.corp.airliquide.co Additional comments Requested forFredrik BJERHAGECall back number+46 40 38 11 43SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact2 - Multiple users on a siteUser Urgency2 - High impact on work environmentDescriptionOn 21-22/01/2025 some cost center descriptions was updated in SAP, after this some cost centers became inactive in WISE while they remain active in SAP. Hence, there is an issue with the WISE - SAP integration. This stops us from creating orders and making GR's on those cost centers. This will highly impact the January closing if not fixed before.
after, airliquide, already, been, blocked, but, center, centers, change, com, corp, cost, deactivated, deactivation, english, has, honerbom@eu, import, import error: name has already been taken, matthias, name, not, sap, sap cost center deactivated in wise, software, taken, update, wise, wise cost center deactivation, wise cost center name change
NaN
KB0026562
Item was already received in full
English
Matthias.HONERBOM@eu.corp.airliquide.com
6
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:55
6
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
5
2022-06-02 13:20:14
#########
INC0954487
EU-PROC-WISE-L2
2022-06-02 13:20:14 - Matthias HONERBOM Additional comments Resolution notes:Solved by step-by-step user instruction. Root cause: 1st GR was locking PO line against changes, so that increased quantity in WISE wasn't integrated in SAP. Because of quantity still being low in SAP, the error message upon 2nd GR was " Item 00270 was already received in full" due to the receiving tolerance limit. To solve it, the existing GR needs to be reversed first, then PO line qty can be changed, then both GRs can be inetgrated.(note the posting date because period is closed already) 2022-06-02 13:12:11 - Matthias HONERBOM Additional comments Dear Isabelle,In the WISE PO, the quantity ordered is 500, but in Opera it is 129. This increase of the quantity was done after the first GR was already there, and hence the PO line was locked against changes. Look at the PO change history, please: Arnaud Trillard on 25/11/2021 at 20:24Updated Change type from Revision to ChangeRevision createdRevision requested by Jose DebastosSet Exported to NoUpdated order line #27 - Line Total from 3,139.86 to 12,170Updated order line #27 - Qty from 129 to 500____________________________________________________--> That's why we cannot integrate the 2nd GR.Correction procedure: Void the GR of 129 first,wait for the integration of the GR cancellation.Then revise and re-transfer the PO to opera,Check in Opera the line # 270 to have 500 EA instead of 129 EA,If qty = 500, then re-do the voided GR and reset the exported flag of the 2nd GR.This way it should all be fine, after all.Good Luck! 2022-06-02 13:02:00 - Matthias HONERBOM Additional comments Dly compl. ind. was removed on item line # 270 and the PO saved.Kindly note, I've seen a warning that the item import data was reported as "incomplete".The GR's integration error message is still the same:"Response Message: INFORMATION Info: Item 00270 was already received in full."Why-because the quantity ordered on line # 270 is 129 EA, and those 129 are already received completely. If you want to receive more than ordered against this line, the "overdelivery tolerance limit" won't permit.Thus, please append one more line to the PO - or use the feature "subsequent debit" in transaction MIRO during posting the late, additional invoice. 2022-06-02 11:21:01 - Houssam BAKKALI-SC Additional comments Requested forIsabelle PROTAT-LACOSTECall back number+33 3 86 87 52 71SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency2 - High impact on work environmentDescriptionHi,The second receipt concerning line 27 of the purchase order could not be integrated in SAP. This line is closed in SAP.Can you delete the final delivery on this line in SAP.Thankregards
airliquide, already, changes, com, corp, debit, english, full, gr, honerbom, honerbom@eu, integrated, integration, item, matthias, not, overdelivery, po, received, sap, software, subsequent, tolereance, wise, wise gr integration error; item ##### was already received in full ; item was already received in full; overdelivery tolereance; subsequent debit; wise po changes not integrated in sap
NaN
KB0042994
Vendor replication SAP to WISE disrupted
English
Matthias.HONERBOM@eu.corp.airliquide.com
8
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:59
6
IT Knowledge
WISE - Integration
#########
NaN
NaN
NaN
NaN
NaN
5
2024-11-13 12:11:36
#########
INC1300917
EU-PROC-WISE-L2
2023-11-28 17:07:35 - Matthias HONERBOM Additional comments Resolution notes:Because of resource shortage on OPERA the vendor replication has failed, leading to data slippage. Master Data changed for retriggering the transfer. 2023-11-28 17:03:33 - Matthias HONERBOM Additional comments C'est fait. 2023-11-28 17:03:18 - Matthias HONERBOM Additional comments API User: sftp_integration@coupa.com on 23/11/2023 at 13:10Updated Tax ID from 81365526300024 to 81365526300032Updated Primary Address - Line 1 from 58 boulevard de clichy to 4 rue feutrier--Updated Active supplier address - Line 1 from 58 boulevard de clichy to 4 rue feutrier-- 2023-11-28 17:03:15 - Matthias HONERBOM Additional comments API User: sftp_integration@coupa.com on 23/11/2023 at 13:10Updated Tax ID from 81365526300024 to 81365526300032Updated Primary Address - Line 1 from 58 boulevard de clichy to 4 rue feutrier--Updated Active supplier address - Line 1 from 58 boulevard de clichy to 4 rue feutrier-- 2023-11-28 08:54:26 - Sairohith GADARLA-SC Additional comments Comment copied from Parent Incident: Issue: Job Failure for PPZI0000OPEPRWISPR218J01SAP_0001 on EU-OPACI-PROD failing due to memory issue while processing large data on daily basis.Action Taken: As per SAP L3 suggested to change the execution of the job for several "Account group" at the same time, to parallel or sequential jobs (Z004 to be executed after Z003 finishes and so on). But as per the request REQ0948712 job frequency is changed from daily to hourly and job is completing successfully. We did not observe any failure from last week and the job is completed successfully from the last week (20.11.2023) up to date (27.11.2023).Pending reason: We will monitor the job. 2023-11-28 08:54:12 - Sairohith GADARLA-SC Additional comments Comment copied from Parent Incident: Issue: Job Failure for PPZI0000OPEPRWISPR218J01SAP_0001 on EU-OPACI-PROD failing due to memory issue while processing large data on daily basis.Action Taken: As per SAP L3 suggested to change the execution of the job for several "Account group" at the same time, to parallel or sequential jobs (Z004 to be executed after Z003 finishes and so on). But as per the request REQ0948712 job frequency is changed from daily to hourly and job is completing successfully. We did not observe any failure from last week and the job is completed successfully from the last week (20.11.2023) up to date (27.11.2023).Pending reason: We will monitor the job. 2023-11-28 08:51:22 - Sairohith GADARLA-SC Additional comments Comment copied from Parent Incident: Issue: Job Failure for PPZI0000OPEPRWISPR218J01SAP_0001 on EU-OPACI-PROD failing due to memory issue while processing large data on daily basis.Action Taken: As per SAP L3 suggested to change the execution of the job for several "Account group" at the same time, to parallel or sequential jobs (Z004 to be executed after Z003 finishes and so on). But as per the request REQ0948712 job frequency is changed from daily to hourly and job is completing successfully. We did not observe any failure from last week and the job is completed successfully from the last week (20.11.2023 ) up to date (27.11.2023).Pending reason: We will monitor the job for next runs. 2023-11-28 06:53:44 - Sairohith GADARLA-SC Additional comments Comment copied from Parent Incident: Issue: Job Failure for PPZI0000OPEPRWISPR218J01SAP_0001 on EU-OPACI-PROD failing due to memory issue while processing large data on daily basis.Action Taken: As per SAP L3 suggested to change the execution of the job for several "Account group" at the same time, to parallel or sequential jobs (Z004 to be executed after Z003 finishes and so on). But as per the request REQ0948712 job frequency is changed from daily to hourly and job is completing successfully. The last run of the job is completed successfully.Pending reason: We will monitor the job for next runs. 2023-11-27 19:06:23 - Ankana DAS-SC Additional comments Issue: Job Failure for PPZI0000OPEPRWISPR218J01SAP_0001 on EU-OPACI-PROD failing due to memory issue while processing large data on daily basis.Action Taken: As per SAP L3 suggested to change the execution of the job for several "Account group" at the same time, to parallel or sequential jobs (Z004 to be executed after Z003 finishes and so on). But as per the request REQ0948712 job frequency is changed from daily to hourly and job is completing successfully.Pending reason : Job is in running state.JOB_NAME JOB_TYPE BOX_NAME STATUS STATUS_TIME LAST_START LAST_END DURATION NEXT_STARTPPZI0000OPEPRWISPR218J01SAP_0001 CMD CPZI0000OPEPRWISPR218 RUNNING 27/11/2023 19:00:07 27/11/2023 19:00:07 2023-11-27 19:04:02 - Ankana DAS-SC Additional comments Comment copied from Parent Incident: Issue: Job Failure for PPZI0000OPEPRWISPR218J01SAP_0001 on EU-OPACI-PROD failing due to memory issue while processing large data on daily basis.Action Taken: As per SAP L3 suggested to change the execution of the job for several "Account group" at the same time, to parallel or sequential jobs (Z004 to be executed after Z003 finishes and so on). But as per the request REQ0948712 job frequency is changed from daily to hourly and job is completing successfully.Pending reason : Job is in running state.JOB_NAME JOB_TYPE BOX_NAME STATUS STATUS_TIME LAST_START LAST_END DURATION NEXT_START PPZI0000OPEPRWISPR218J01SAP_0001 CMD CPZI0000OPEPRWISPR218 RUNNING 27/11/2023 19:00:07 27/11/2023 19:00:07 2023-11-27 17:37:46 - gabriel.braypaixao@eu.corp.airliquide.co Additional comments Comment copied from Parent Incident: P2 Ticket should not stay in Pending status 2023-11-24 10:47:12 - Matthias HONERBOM Additional comments The priority of your incident has been updated. It has been grouped with similar incidents and now being managed under the following reference : INC1292769 2023-11-23 15:33:27 - Matthias HONERBOM Additional comments API User: sftp_integration@coupa.com on 23/11/2023 at 13:10Updated Tax ID from 81365526300024 to 81365526300032Updated Primary Address - Line 1 from 58 boulevard de clichy to 4 rue feutrier--Updated Active supplier address - Line 1 from 58 boulevard de clichy to 4 rue feutrier-- 2023-11-23 12:00:57 - Matthias HONERBOM Additional comments Dear Sylvie,FYI, we've had several job aborts due to insufficient temporary memory on OPERA. This is why some changes were not transferred. We've tried to mitigate impacts via transferring all OPERA suppliers to WISE (full load), but apparently this change was missed. In such case, what you can do it to put a dot into the House Number field of the SAP-Vendor and wait for the next WISE-Vendor replication run. 2023-11-23 12:00:57 - Matthias HONERBOM Additional comments The priority of your incident has been updated. It has been grouped with similar incidents and now being managed under the following reference : INC1277052 2023-11-21 17:02:54 - Raid BEN SALAH-SC Additional comments Requested forSylvie PAPOTCall back number+33 1 40 62 59 27SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionModif adresse et siret du fournIsseur YOGIST ok dans SAP mais pas redescendu dans WISE
PO #5110741216: line 1 no payment information in Wise while payment done in SAP
English
Matthias.HONERBOM@eu.corp.airliquide.com
18
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:58
6
IT Knowledge
WISE - Integration
#########
NaN
NaN
NaN
NaN
NaN
6
2023-06-21 9:24:27
#########
INC1198664
EU-PROC-WISE-L2
2023-06-21 09:24:27 - Matthias HONERBOM Additional comments Resolution notes:PO status is "closed" and hence the invoice information cannot be updated on it anymore. 2023-06-21 09:23:24 - Matthias HONERBOM Additional comments Hello Valerie,FYI, the status of the PO is "closed" and this is why no more updates can be done on it. NB: A "Closed" status in Wise is a "hard closure" which means it really is "dead" in WISE and nobody, even COUPA themselves, can do anything with it anymore, except reading it. 2023-06-20 16:31:35 - Eddine SAYARI-SC Additional comments Requested forValerie GERARDCall back number+33 1 40 62 51 95SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionHello,In this PO# 5110741216, in Wise line 1, no payment information integrated, while in SAP payment is done.In line 2 it is correct while everything has been done the same dates. Would you please, solve for this PO and solve for other POs from Sept 2022 till Dec 2022 which may have the same issue?Thank you.
5110741216, airliquide, closed, com, corp, done, english, gets, honerbom, honerbom@eu, information, invoice, line, matthias, missing, more, no, no invoice information in wise, payment, payment information in wise missing, po, sap, software, status, updates, while, wise, wise invoice, wise payment information, wise po closed, wise po gets no more updates from sap, wise po status closed
NaN
KB0041539
PO 5110955840 is not getting the WISE GR
English
Matthias.HONERBOM@eu.corp.airliquide.com
4
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:58
6
IT Knowledge
WISE - Integration
#########
NaN
NaN
NaN
NaN
NaN
2
2023-09-11 8:49:34
#########
INC1245455
EU-PROC-WISE-L2
2023-09-11 08:49:34 - Matthias HONERBOM Additional comments Resolution notes:The "FiCo Posting Period" was not open for the G/L affected, so the Integration of the reception was prevented. Now the period is open and it works. 2023-09-11 08:47:43 - Matthias HONERBOM Additional comments As per the "Integration History" of the Good Receipts in WISE, the "FiCo Posting Period" was not open for the G/L affected at the point of checking, but now it is.
5110955840, account, airliquide, com, corp, english, fi, fi period not open for g/l account, getting, gr, honerbom, honerbom@eu, integrated, integration, matthias, missing, not, open, period, po, sap, software, wise, wise gr integration error, wise gr not integrated; missing wise gr in sap
NaN
KB0033521
SAP Logon PAD 7.70 - Attachments can't be downloaded
English
Matthias.HONERBOM@eu.corp.airliquide.com
143
Matthias HONERBOM
Uncategorized
Published
2025-07-28 23:11:27
7
IT Knowledge
SAP GUI
#########
NaN
NaN
NaN
NaN
NaN
47
2022-10-24 9:54:14
#########
INC1039336
BEU-BOSM-MAINTENANCE
2022-10-24 09:54:14 - Matthias HONERBOM Additional comments Resolution notes:Hangouts session with Linda. Configuration of her SAP GUI [security] settings for Archive access changed in the SAP GUI [options].Re-logged in and re-tried. It is working fine now. 2022-10-21 16:22:10 - Matthias HONERBOM Additional comments FYI, I have tested the display of the attached documents (invoice) and it has worked without problems.Please refer to my screenshot attched.Procedure was to open transaction FB03,run the selection,in the list, go to item 3 and click on the [magnifying glass] icon.The invoice was retrieved from the archive and I can attach it.My SAP GUI's [HTML control] settings are still on "EDGE" and hence the issue seems not to be related to that setting. 2022-10-21 15:55:25 - Matthias HONERBOM Additional comments Please retry the same procedure after - switching SAP GUI's HTML control settings back to [Internet Explorer], then - leave SAP, - close SAP GUI and - retry with your local machine, However not by using SAP via Citrix, VPN, etc.You can share the results with us by directly responding to this notification. 2022-10-21 15:44:07 - Matthias HONERBOM Additional comments . 2022-10-21 15:43:47 - Matthias HONERBOM Additional comments - 2022-10-20 13:49:17 - Anis BAOUYA-SC Additional comments Requested forLinda BOUSBIHCall back number+33645229007SourcePhoneConfiguration itemBusiness ServiceUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionUser is calling that SAP Logon PAD 7.70 is not working after the mass deployment.Issue: User can't open filesHostname : ALFR-JZWB2F3-L
70, airliquide, archive, attachments, can, com, corp, download, downloaded, english, file, file download from sap, files, gui, honerbom, honerbom@eu, logon, matthias, pad, sap, sap gui, sap gui archive, sap gui files, sap gui security, sap logon, security, software
NaN
KB0019536
Loop - How to release a desk
English
Matthieu.LEMAIRE@eu.corp.airliquide.com
5
Arnaud HENRI-SC
Uncategorized
Published
2025-07-29 19:49:57
9
myITcorner
NaN
#########
NaN
GIO - LOOP
NaN
NaN
NaN
0
2025-05-02 13:53:09
#########
NaN
GIO-EUS-GOPS-CWS-LOOP-L3
Release a desk Once release, the concerned desk turns white back. When you leave your desk, releasing it to Loop lets your colleagues know that the desk is available again. Note : Reservable desks are automatically released at specific time (at the end of the working hours defined by each facility managers of the site)
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The new intranet website has been released: PULSE, and replacing KITE HOMEPAGE BEFORE YOU START: Valid windows account Computer is connected to corporate network / using Citrix OKTA STEPS: The link: https://pulse.airliquide.com/ To connect "End user" MUST Select Sign in using OKTA SAML. check OKTA conenction with the end users : using login.airliquide.com After all the checks still not working, please sent it to the team LOGGING CATEGORISATION: Business service: BCF - Communication - Intranet websites Configuration item: Pulse (intranet) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BCF-Communication-Intranet-L1 Resolution Notes: User could access the new intranet tool: PULSE
How to edit websites in Web Ecosystem (Drupal based CMS) ?
English
Matthieu.LEMAIRE@eu.corp.airliquide.com
0
Alexandra LONGEON
Uncategorized
Published
2025-07-29 9:52:59
32
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2021-07-07 11:01:19
#########
NaN
BCF-Communication-GWF-L1
Information about Web Ecosystem, the Drupal based CMS to manage Air Liquide corporate websites, is available on https://howtowebsite.airliquide.com/. The link is also reminded in the online help available in the editing part of your website. N.B. : Access is restricted to the webmasters community only.
PI Integrator Installation Procedure (version 2020 Patch 2) First of all we need to be sure that the Service account that will execute the PI Integrator Service (in this instructive US-AIRLIQUIDE\SVC_EH_PI-Integrator) has access for read and right to SQL Server PP (SANA-HISTV03) in the 3 defaults tables of Pi Integrator. Before starting the installation of Pi Integrator we should put as an administrator of the VM the service that then will run the services belonging to Pi Integrator (PI Integrator Framework and worker nodes). This step is for avoiding future problems during the installation and because we need to execute the installation with the dedicated service account. Once the installation is complete, we can delete from local Administrators of the VM the service account. On SANA-HISTV07 (PI Integrator PP) executes the installer OSIsoft.PIIntegratorBA_ADV_100000_2.4.0.820_ (R2020 Patch 2) as a different user. Then follow the installation instructions as described in the following steps. This step is why it is better to execute the installation with the service account, because we can use windows authentication to connect to the SQL Database Server. This will be the port that communicates with the final user and his web browser (the Incident where the flow opening between the GIO Office and the Pi Integrator Server PP was treated, is REQ0711628). The URL for accessing the PI Integrator PP from each local Web Browser is https://am-s-t2pp-int1.am.corp.airliquide.com/). Here we can set up the number of worker nodes that we want (it should depend on the number of views that the Integrator will manage). Once the installation is finished we can start to configure the targets (SQL DB where the views will publish the data). For accessing the front page of Pi Integrator inside the VM, we must navigate to https://localhost/ and force the connection through advanced options. I personally configurate this test DB for my tests inside the administration tab.
airliquide, com, corp, english, installation, integrator, maccagno, maccagno@am, mauricio, pi, pi integrator, pi integrator installation procedure, pi integrator upgrade, procedure, upgrade
NaN
KB0033592
Loading Issues in Pi Integrator website
English
mauricio.maccagno@am.corp.airliquide.com
0
Mauricio MACCAGNO
Uncategorized
Published
2025-07-29 0:36:40
9
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2022-10-28 6:05:30
#########
NaN
ALZ-AME-GCS-Production Assets-L2
Loading Issues in Pi Integrator website at client local web browser We observed that when client devices try to access the views page via a local web browser, the loading screen with the OSIsoft logo remains on the screen for a very long time (about 3-5 minutes) and even the loading get time out error. However, when it is loaded from the node hosting the integrator, there are not loading issues. Osisoft specify 2 known issues still in R2020 versions of Pi Integrator. PI Integrator UI loads views' statistics in memory leading to high CPU and memory consumption. (273995) PI Integrator loads deleted views in memory, leading to slow UI and high memory consumption (174957) The first point is the one that concerns us and this will be addressed in this article. This is the path folder and the config file where the changes have been made. The solution to be applied has 3 associated steps specified by Osisoft that were applied within the PI Integrator AME server. Currently we have noticed a substantial improvement in the loading time of all views and the front end of the Pi Integrator AME, so it is recommended to apply the solution in the other Hubs. Firt Step detailed by Osisoft to be applied Problem Description When the PI Integrator for BA UI is opened, it loads view statistics into memory, leading to high CPU and memory consumption by the PI Integrator Framework Service when the statistics database is large. Workaround Reducing the number of statistics rows that are saved in the PIIntegratorStats database mitigates the issue. The default statistics retention policy in the %PIHOME64%\Integrators\BA\CAST.UI.WindowsService.exe.config should purge statistics for most continuous asset and key-triggered streaming views. Second Step detailed by Osisoft to be applied Problem Description The default stats retention policies include the following values for continuous view run frequencies: filterMinimumRunFrequency="1second" filterMaximumRunFrequency="5minutes" filterMinimumRunFrequency="5minutes+1second" filterMaximumRunFrequency="1hour" filterMinimumRunFrequency="1hour+1second" filterMaximumRunFrequency="" Since the stats retention policy is not inclusive of the boundaries, 5-minute and 1-hour views' statistics are never purged. 1-second and 1-hour-1-minute run frequency views are not a configuration option in the PI Integrator but theoretically would also not have their stats purged. Workaround Open %PIHOME64%\Integrators\BA\CAST.UI.WindowsService.exe.config on the machine on which PI Integrator for Business Analytics is installed. In the default StatsPolicy1, set filterMaximumRunFrequency="5minutes+1second" so that it includes five-minute run frequency continuous views. In the default StatsPolicy2, set filterMaximumRunFrequency="1hour+1second" so that it includes 1-hour views. 1second, 5minutes+1second and 1hour+1second run frequency views are not options in the PI Integrator, so we do not need to change the minimum in policies 1 and 2 or anything about policy 3. Third Step detailed by Osisoft to be applied Problem Description The PI Integrator Stats Retention policy is not enforced for Scheduled Streaming views using the default statistics policies and any policy that has non-blank filterMinimumRunFrequency and filterMaximumRunFrequency. Statistics tables for these views continue to grow. Workaround Specify a new stats policy in %PIHOME64%\Integrators\BA\CAST.UI.WindowsService.exe.config that has blank values for both filterMinimumRunFrequency and filterMaximumRunFrequency. Note that it will apply to all views (not just scheduled streaming), so you may want to adjust the maximumTableRowCount as needed. For example: Restart the PI Integrator Framework service for the new policy to take effect. By default it runs 24 hours after the service starts.
airliquide, com, corp, english, integrator, issues, loading, loading issues in pi integrator website, maccagno, maccagno@am, mauricio, pi, pi integrator, policy, stats, stats policy, website
NaN
KB0041250
MIR INC1234280 - SAP P20 Performance issues (August 16th, 2023)
MIR INC0884064 - Application/Server impacted -No access to intranet (February 2nd, 2022)
English
mehdi.gasmi@eu.corp.airliquide.com
1
Zineb MELAIKIA-SC
Uncategorized
Published
2023-02-08 15:18:39
15
Major Incident Reports
NaN
#########
NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
0
2022-02-02 12:06:18
#########
INC0884064
GIO-SEC-AD-AUTHENTICATION SERVICES-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Application/Server impacted -No access to intranet INC0884064 - February 2nd, 2022 Timezone : GMT+2 Total outage duration : 1 Hour 03 Minutes Executive Summary Classification : Major connectivity outage On February 2nd, 2022 at 09:04 AM Paris time, end users reported an incident, affecting EMEA users (around 300) from the internal network and also worldwide users coming from internet. The symptoms of the incident was an extreme slowness that generated timeout. The a priori root cause was our monthly patching change (CHG0142451), all Multipass authentication were redirected to available servers, this pic of authentication is the cause of this incident. The resolution of the incident consisted in restarting the servers. On February 2nd, 2022 at 09:48 AM Paris time, the incident is resolved, leading to a service disruption of 1 Hour 3 Minutes Major steps leading to incident resolution February 2nd, 2022 08:20 : Implementation of monthly patching change (CHG0142451) 08:45 : ADAS team detects the incident, analysis in progress 09:04 : End users call Helpdesk and open incidents 09:40 : Workaround : Multipass team decides to switch all internal authentication to US 09:48 : Restart of the server, all authentication work 12:00 : after service stabilization, Multipass team decides to switch all internal authentication to Europe Initial root cause 12:00 : We have 4 servers, before the patching, we stop the first 2 servers, at this moment, all Multipass authentication is redirected to available servers. The workload is too heavy which has caused slowness, this generated timeout, so the root cause is due to our old infrastructure. Actions plan Reset all users sessions every 2 weeks Add new entry point in APAC and AME Ride project because Multipass infrastructure does not support this workload External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043101.
MIR INC0892601 - Network Connectivity - Unable to access Service Now, My IT Corner and CARM page (Fe
English
mehdi.gasmi@eu.corp.airliquide.com
2
Zineb MELAIKIA-SC
Network / Connectivity
Published
2022-09-22 15:02:32
16
Major Incident Reports
NaN
#########
NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
3
2022-02-17 5:00:51
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INC0892601
GIO-SEC-AD-AUTHENTICATION SERVICES-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Network Connectivity - Unable to access Service Now, My IT Corner and CARM page INC0892601 - February 16th, 2022 Timezone : GMT+2 Total outage duration : 3 Hours 26 Minutes Executive Summary On February 17th, 2022 at 00:34 AM Paris time APAC users reported an incident, end users were not be able to login. APAC users were not be able to login to their application via SSO (CARM, ServiceNow, Salesforce, etc). The day before the incident, we have patched our Multipass servers (CHG0143451) but one internal component has not restarted correctly due to an internal error. The a priori root cause was that component failed to start automatically. The resolution of the incident consisted in switching all authentications to the European Multipass farm in order to deliver correctly the service to APAC users. On February 17th, 2022 at 04:00 AM Paris time, the incident is resolved, leading to a service disruption of 3 Hours 26 Minutes Major steps leading to incident resolution1 February 16th, 2022 6:00 PM to 10:00 PM Paris time : patching of APAC servers (CHG0143451) February 17th, 2022 00:34 AM : incident P1 opened 04:10 AM : switch of all authentications to the European Multipass farm // incident solved for end users 09:00 AM : reboot of the component manually 06:45 PM : after analysis and stabilization of Multipass, switch back of the authentication to the Singapore Multipass servers, as usual Initial root cause One internal component has not restarted correctly after the patching due to an internal error Actions plan Add a task for L2 team to check if the component is correctly started after the reboot External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043153.
MIR INC0626602 - Multipass Down - Internally (September 8th, 2020)
English
mehdi.gasmi@eu.corp.airliquide.com
0
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:20:35
13
Major Incident Reports
NaN
#########
NaN
GIO - SEC - Multipass
NaN
NaN
NaN
0
2020-09-08 14:43:03
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Multipass Down - Internally INC0626602 - September 8th, 2020 Timezone : GMT+2 Total outage duration : 34 Minutes Executive Summary Classification : Major business apps outage On September 8th at 07:15 AM GMT-5, users reported an incident affecting the capacity to authenticate to applications via Multipass while being connected through the US VPN, affecting users located in South America, America, and Canada. The symptom of the incident was an error message on the Multipass page, preventing the authentication to the requested application. The root cause was a long request queue on Multipass caused by a technical issue. The resolution of the incident consisted in restarting the appropriate service to clean the queue. On September 8th at 07:43 AM GMT-5, the incident is resolved, leading to a service disruption of 34 Minutes (INC0626602) Major steps leading to incident resolution1 September 8th, 2020 14:15 : Ticket created. We were informed in parallel by Chat. We started right after our analyze. 14:27 : Root cause identified, service restarted on one Multipass node. We requested our contact to validated that it was working fine. Same service restarted on the second node for preventing actions. 14:43 : Confirmation received, Ticket closed with resolution notes. Initial root cause 14:27:27 : One Security Server on the US Multipass FARM was unable to accept more connections.Root cause was because this server had a lot of orphaned threads, and had generated a long queue. Because the queue was too long, this CGI error occurred.After we were informed, we have quickly analyzed the issue, found the problem, and restarted the service.After that, we have done the same on the second server in order to clean that queue on the working secondary server in order to not have this issue again on the second working node. Actions plan Improve Monitoring to be aware before end users. Restart Multipass twice per months to clean the queue. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042100.
How to use the datasets published by DIG in Power BI ?
English
melanie.jeanjacquot@eu.corp.airliquide.c
24
Melanie JEANJACQUOT
Uncategorized
Published
2025-07-28 22:55:15
12
IT Knowledge
NaN
#########
5.00
NaN
NaN
NaN
NaN
8
2024-02-14 9:59:48
#########
NaN
GIO-PCI-ITSM-Global Process Manager
DIG publishes datasets using the format Power BI Dataflow. (1) Make sure that you have the correct rights level on CARM. You will need to have "DIG Dashboards" ticked under the "Group Level > Bi for Digital & IT" in BI for Operations. (2) Open Power BI Desktop (3) Follow the steps from the image below: (3.1) Click on "Get Data" (3.2) Enter "Dataflow" in the search field" (3.3) Click on "Power BI Dataflow" (3.4) Load (or connect if requested to) (3.5) Choose the table of your interest.
airliquide, bi, corp, d&it, data, dataset, datasets, dig, digital, digital & it data, english, how, jeanjacquot, jeanjacquot@eu, melanie, power, power bi, powerbi, published, use
NaN
KB0034889
All Dashboard in DIG & MMS
English
melanie.jeanjacquot@eu.corp.airliquide.c
10
Melanie JEANJACQUOT
Uncategorized
Published
2025-07-28 23:03:09
10
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
2
2024-02-09 11:17:05
#########
NaN
GIO-PCI-ITSM-Global Process Manager
You will find in #GIO all Dashboard hosted in MMS and also in DIG. You can filter by Category, Tools, Process, Hub...
Place2Share is a collaboration platform that can be used by Air Liquide collaborators to share document with external users who are not able to use Google Suite. A complete user guide is available here. Sign in for Air Liquide collaborators: Go to https://place2share.airliquide.com, and just click on "Automatic connection" link as shown below: Please don’t try to enter your email address and password, just click on the blue link as shown on this screen. Sign in for external collaborators: An external collaborator will be allowed to connect only if an Air Liquide user shares a document with him or send an email. He will have to create an account and password during the first connexion. To connect to place2share, he will have to put his email address and password, a one time passcode will be sent to his email address to verify his identity. How to send a file? Write an email like in Gmail, add your file(s), choose your delivery options, and click on Send: Tips: When you send a file through the platform, the subject line of your message will not be hidden. Ensure that it doesn’t contain sensitive information. How to manage files and folders? Manage your folders with different options (security, roles, versioning, etc.): Tips: You can lock files to prevent other users from editing / moving the files, uploading new versions, deleting files from the platform. Once you shared a folder with someone, you can use the Members pane to change the role of a specific user: How to collaborate? The place2share platform allows basic collaboration with 3rd parties that are non Google users: Manage versioning: you can share Word, Excel, and PowerPoint documents with external collaborators so they can edit it and send it back to you through the secure platform. Comment files*: you can add comment to files to communicate information to users working on the same project. Users with access to the folder can view and respond to your comments. Create and edit tasks: you can assign file-related tasks to folder members. For example, you can create a task requesting that a folder member review and edit a file by a specific date. Example: how to comment a document: Tips: When you copy and replace files in a folder, new versions of the files are created in the destination folder. Prior file versions are maintained for you to manage as needed.
airliquide, article, com, corp, english, guide, insert, insert key words related to your article, isabelle, key, lam, lizarte@eu, melanie, place2share, quick, related, start, words, your
NaN
KB0023496
DAEMON - Presentation & main functionalities
English
meng.hu@as.corp.airliquide.com
11
Meng HU
Uncategorized
Published
2025-07-29 14:44:26
25
myITcorner
Alizent
#########
NaN
NaN
NaN
NaN
NaN
0
2024-01-03 2:53:23
#########
NaN
ALZ-AME-GCS-Production Assets-L2
What is DAEMON? DAEMON stands for DCS Alarm & Event Management for Operation Normalization, which captures alarms and events generated in the local DCS system for further data analysis based on the predefined algorithms, results will be available in the DAEMON web portal. Benefit To accelerate Alarm Rationalization To promote the matured automation To enable troubleshooting by remote SME To enhance cybersafe To manage common KPIs and automatic reports Access to DAEMON: APAC DAEMON Web Portal EMEA DAEMON Web Portal US DAEMON Web Portal DAEMON - Permissions management Three user profiles are defined for DAEMON. Daemon Guest Daemon Analyst Daemon Power System will automatically add the profile Daemon Guest to a user at his first access to Daemon web portal. The other two Daemon user profiles are granted by system admin or through Request for elevating permission Permission Matrix Permission Matrix Daemon Guest Daemon Analyst Daemon Power Adjust refresh rate of real-time monitoring display x* x x Adjust refresh rate of statistics display x* x x Add/Edit/Remove Cluster x Add/Edit/Remove Site x Add/Edit/Remove Alarm Group x x Add/Edit/Remove Annotation x x Export Data to a file x x Read-only access to Daemon x x x Read access to Monthly Report x x x Add/Edit/Remove to one's owner Monthly Report x Add/Edit/Remove to all Monthly Report x Request for elevating permission In the Daemon Webportal Right click on your login name at the top right of the screen Click on “User Profile” and select the expected Daemon profile in the popup dialog. The profile in green that you cannot uncheck means that you already have this profile. You can select the profiles you are not in Click “Ok”, and then specify the site/site in the pop up dialog. Each site corresponds to a specific SCADA Entity by the setting of SCADA Infrastructure and SCADA Infrastructure Level in 2-6-1 Create a new Site Application referents have been defined to review and approve the request from the SCADA Entity will receive the request when click “Ok”. Refer to Daemon Referents for the list of the approver. If you click “Ok” without specifying any site, then the request email will be sent to the Daemon System Administrator. Approve the request for elevating permission The approver will receive an email when a user request for elevating the permission Review and then click the link Follow this link to confirm user rights to approve the request Check the requested user profile, and then click Save. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
COUNTRY/REGION: *Europe* ENTITY: *BIS-EUROPE* SYMPTOMS:the user would like to install Cirrato to able printer with Xerox printer, on MAC computers the user needs Xerox Mobile Print Portal to use the MPS printers. STEPS: Open Chrome, and go to google web store https://chrome.google.com/webstore/detail/xerox-mobile-print-portal/eeakfilnaojaencehdfidlldpjogbhmn?hl=en Select 'Add to Chrome' On the top right corner, click on the Xerox Mobile Print Portal application. The user email address will be already present, click the Next button. Click Add Printers. Type “cirrato” and click the “Search” button. Select the Check Box of the Cirrato Follow Print and then click the Done button. Cirrato Follow Print will be added to the MacOS and the window can be closed. To send a print job, select Cirrato Follow Print from the destination drop-down menu, make any adjustments for the job, such as Colour/B&W, paper size, or others as needed, and finally, click on the Print button. LOGGING CATEGORISATION: Ticket template to be used: MAC - Request / Issue Business service: GIO - EUS - UWP - Mac OS Configuration item: (if applicable) Situation: Print agent missing (Cirrato/Uniflow) [Incident] Assignment group (if not L1): - Resolution Notes: *Imprimante est ajoutée avec succès * TICKET TYPE: Temp field to be used until drop down is created for Adhoc ARTICLE TYPE: Temp field to be used until drop down is created for FCR, TEAM: Temp field to be used until drop down is created for L1, L1.5
airliquide, airprint, apple, bellahcene@eu, chromebook, cirrato, com, configure, corp, english, fabrice, follow, forgeait, m1, m2, mac, mac cirrato, mac printer, mac printing, mac xerox, macbook, macos, meryem, pomme, print, printer, printing, xerox, xerox follow print
NaN
KB0019287
1 Time Pass - Multipass - Unable to Use Multipass Solution
English
mhamed.oubezza@eu.corp.airliquide.com
3
Imane EZZRARY
Uncategorized
Published
2022-02-09 9:23:45
12
Major Incident Reports
NaN
#########
NaN
GIO - SEC - Multipass
NaN
NaN
NaN
1
2020-12-10 9:42:19
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report 1 Time Pass - Multipass - Unable to Use Multipass Solution INC0666946 - December 10th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 5 Minutes Executive Summary Classification : Major business apps outage On December 10th at 08:38 AM GMT+1, many users reported an incident, affecting the capacity to authenticate to applications via Multipass while being connected through the VPN, affecting users in Europe and Middle-East. The root cause was related to the antivirus (SEP) upgrade. After the installation step on the Multipass servers, the Multipass application didn’t restart correctly. The resolution consisted in restarting the application, but required many attempts to get all the software components up and running. On December 10th at 08:55 AM GMT+1 the incident was resolved, leading to a service disruption of 17 mins. (INC0666946) Major steps leading to incident resolution1 December 10th, 2020 06:05 : SEP upgrade - wave1 : after patching, servers Multipass have not restarted, but the 2nd server planned in wave 2 is working 08:05 : SEP upgrade - wave2 : after patching, servers Multipass have not restarted, users couldn't connect to their applications 08:38 : incident created by Service Desk 08:40 : incident assigned to ADAS L2 team 08:55 : all Multipass services restarted 08:58 : confirmation by Service Desk that the incident is solved 09:42 : incident resolved Initial root cause The initial root cause was related to the antivirus (SEP) upgrade. After the installation step on the Multipass servers, the Multipass application didn’t restart correctly. Actions plan Add Monitoring on our services - Done Review automatic patching, 2hours between 2 waves is not enough - Done Modification on Multipass service configuration : 3 attempts to reboot before failing - Done External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042298. Incident due to the SEP upgrade change : CHG0115063
airliquide, bis, bis europe, com, corp, english, europe, ezzrary, imane, mhamed, multipass, oubezza@eu, pass, solution, time, unable, use
NaN
KB0016636
MIR INC0574844 - Network Connectivity - Performance Issue WIFI - Many AME Sites affected (16/04/2020
English
mhamed.oubezza@eu.corp.airliquide.com
5
Imane EZZRARY
Network / Connectivity
Published
2023-02-08 15:19:57
23
Major Incident Reports
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
2
2020-04-16 15:53:27
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NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Multipass Down INC0574844 - April 16th, 2020 Timezone : CST Total outage duration : 30 Minutes Executive Summary Classification : Major business apps outage On April 16th at 01:22 PM GMT-4 Multiple users reported an incident, affecting authentication to the corporate WiFi (WiFi@AL2) in North and South America (multiple countries affected), impacting a large number of users. The initial root cause was that the certificate had expired on one component of the WiFi infrastructure. The resolution of the incident consisted in renewing the certificate. On April 16th at 01:52 PM GMT-4 The incident was resolved, leading to a service disruption of 30 Minutes. (INC0574844). Since the monitoring rule has been updated to address that use case. On April 16th, 2020 at 8:52 GMT, the incident is resolved, leading to a service disruption of 30 Minutes Major steps leading to incident resolution1 April 13th, 2020 08:22 : ADAS alerted to issue 08:52 : Issue has been found and resolved Initial root cause 08:52 : An expired certificate was renewed, allowing authentication Actions plan Hyper-V environment built in US000 will allow new ADFS infrastructure to be built, which will use SCOM 2016. SCOM 2007 (monitoring Server 2008 machines) failed to create an Incident in this case, causing the user outage External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041915.
MIR INC0843713 - 1 Time Pass - Major Issue (November 18th, 2021)
English
mhamed.oubezza@eu.corp.airliquide.com
1
Zineb MELAIKIA-SC
Uncategorized
Published
2023-02-08 15:18:06
13
Major Incident Reports
NaN
#########
NaN
GIO - SEC - Multipass
NaN
NaN
NaN
0
2021-11-18 12:17:52
#########
INC0843713
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report 1 Time Pass - Major Issue INC0843713 - November 18th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hours 1 Minute Executive Summary Classification : Major connectivity outage On November 18th, 2021 at 09:41 Helpdesk and all Europe users reported an incident, affecting Access using 1time pass. Users couldn't use 1 Time Pass to connect remotely to the application. This incident was du to the network connectivity incident (INC0843688). The a priori root cause was an action done by Security Team in their firewalls (CHG0136241). We didn't do any action on 1 time pass side to solve this incident. Major steps leading to incident resolution1 November 18th, 2021 09:41 : our servers could not reach our provider In Webo, they were unable to contact the URLs. Error message : API not reachable. 10:00 : we work to solve the incident 10:10 : we contact our provider, 1 Time Pass was available during the issue but our component servers on premise were unable to access to the 1timePass Saas Provider. 10:14 : last error seen on the lofs of our servers 10:30 : incident solved by PSS Security team (KB0024457) 11:18 : mail sent to PSS team to find the root cause 12:04 : after analysis, PSS confirms that the incident was due to their firewall (VS Surf was down). PSS team switched to another gateway, our incident was solved at the time of their switchover. Initial root cause Network connectivity incident (INC0843688) : All traffic passing through the firewall was KO, which caused an internet access problem. Several applications were impacted including 1TP. Actions plan Monitor the access to the URL via SCOM, check that the Https link is up to improve incident detection time Go through the Cloud (Ride project) External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042925.
MIR INC0522909 - NA-US-DC05 is not reachable (November 27th, 2019)
English
mhamed.oubezza@eu.corp.airliquide.com
6
Imane EZZRARY
Uncategorized
Published
2022-02-14 14:22:29
14
Major Incident Reports
NaN
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NaN
GIO - SEC - Active Directory
NaN
NaN
NaN
0
2019-11-27 19:41:18
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Date : 3 December 2019 Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report NA-US-DC05 is not reachable INC0522909 - November 27th, 2019 Timezone : Central Time Total outage duration : 41 Minutes Executive Summary Classification : "Major business apps outage" On November 27th, 2019 at 12:03 GMT-6 IT Users reported an incident, affecting Pulse Secure and all handheld authentication (3 countries affected and 800 impacted users). The symptoms of the incident were a complete loss of connectivity to Pulse Secure, and all handhelds in plants and warehouses went offline. This stopped operations and employee connectivity remotely to North America The root cause was that an Active Directory server was shut down. The resolution of the incident consisted in turning this server back on. On November 27th, 2019 at 12:41 GMT-6 the incident is resolved, leading to a service disruption of 38 Minutes Root cause Unplanned shut down of NA-US-DC05 Major steps leading to incident resolution November 27th, 2019 Upon learning of the impact, ADAS L2 team brought the server back online, resolving the incident External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041674 (adding new Active Directory servers to PULSE configuration). Version: V1.0 Date: Author(s): Mhamed OUBEZZA-SC Service Manager validation Date: 04/02 /2022 Approver(s): Mehdi GASMI Service Director validation Date: Approver(s):
N&T Knowledge Base Article Task Overview How to request WAN , LAN and WIFI links? Prerequisites if appropriate Laptop In Contact with a manager. Access to MMS Instructions The entity requests for a WAN, VCE , LAN and WIFI links by emailing/contacting their designated manager to Open a Demand.
airliquide, co, corp, english, hamandishe, hamandishe@as, how, how to request wan, lan, lan and wifi links?, links, michael, request, wan, wifi
NaN
KB0039803
PItoPI interface troubleshooting
English
Michael.ZHANG@as.corp.airliquide.com
47
Michael ZHANG
Uncategorized
Published
2025-07-29 0:36:42
10
IT Knowledge
NaN
#########
5.00
NaN
NaN
NaN
NaN
17
2024-06-07 5:43:12
#########
NaN
ALZ-AME-GCS-Production Assets-L2
System or Product - Issue summary Incident analysis If the data still refreshing on local hist server, issue may from the PItoPI interface. If it's not refresh on local hist server, check local first. Last Update: 20-Jun-2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: Tags value don't refresh on central hist server. BEFORE YOU START: Use the jump server to RDP the central dacq server STEPS: Check the tags value on central or SCADA monitoring tool If only part of tags don't refresh values, wait 30 minutes. And if back to normal, goto END, otherwise goto step 2 If all tags don't refresh values, goto step 2 Check network connection for central, if one of tests pass goto step 3, otherwise goto contact GIO ping %central dacq% telnet %central dacq% 3389 Connect the central dacq server through RDP, and check network connection for local, if one of test pass goto step 4, otherwise goto contact GIO ping %local hist% telnet %local hist% 5450 Restart the PItoPI interface, and wait 30 minutes, if the interface back to normal goto END, otherwise transfer the ticket to L3 Restart the PItoPI service, the name of the service would be <_ >> Contact GIO: How to assign ticke to GIO END: Put all actions performed in notes, close the ticket. POSSIBLE CAUSES: PItoPI interfaces list: APAC LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production Asset / ALZ - Remote Asset / ALZ - Returnable Asset Configuration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2 / ALZ-AP-GCS-Production Assets-L2 / ALZ-AME-GCS-Production Assets-L2 ALZ-EU-GCS-Remote Assets-L2 / ALZ-AP-GCS-Remote Assets-L2 / ALZ-AME-GCS-Remote Assets-L2 ALZ-EU-GCS-Returnable Assets-L2 / ALZ-AP-GCS-Returnable Assets-L2 / ALZ-AME-GCS-Returnable Assets-L2
2022, 4th, airliquide, available, becerra@am, com, corp, desk, english, february, gaite, inc0886034, lines, martin, miguel, mir, not, phone, service, service desk phone lines are not available
NaN
KB0054243
AS400 - invoices/orders issue
English
mike.dexter@eu.corp.airliquide.com
320
NaN
Uncategorized
Published
2025-06-30 15:09:30
4
GIO Service Desk
NaN
#########
NaN
EU - NW Cluster - R&A ERP
NaN
NaN
NaN
164
2025-06-30 15:09:08
#########
NaN
GB-AL UK-AS400
COUNTRY/REGION:EUROPE ENTITY:GB-ENERGAS SYMPTOMS: A user from GB-ENERGAS is calling to report an issue related to invoices or orders in AS400 application. STEPS: Create an incident that describes the user's needs, attach a full screenshot, and assign it to the resolution team LOGGING CATEGORISATION: Business service: EU - NW Cluster - R&A ERP Configuration item: AS400 ENERGAS - PROD (use Filter CIs if it's not selectable) Category: Application Subcategory: Support / Assistance Assignment group: GB-AL UK-AS400 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Europe ENTITY:*GB-ENERGAS* SYMPTOMS: The form Energas user is calling to ask for assistance resetting the AS400 password STEPS: Create an incident including the AS400 user and assign it to GB-AL UK-AS400 LOGGING CATEGORISATION: Business service: EU - NW Cluster - R&A ERP Configuration item: AS400 ENERGAS - PROD Category: Application Subcategory: Support / Assistance Assignment group: GB-AL UK-AS400 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
eApps - Why are my mileage rates not available during claim submission
English
miranti.ningrum@as.corp.airliquide.com
59
Deepak HASANI-SC
Uncategorized
Published
2025-08-07 5:51:08
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
37
2025-08-07 5:49:54
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Why are my mileage rates not available during claim submission? POSSIBLE CAUSES: The employee grade is not configured in the expense employee profile to see the mileage rates in the expense claim form. STEPS: 1. Login to Expense application. 2. Click Admin and then EMPLOYEE menu. 3. Search the employee profile. 4. Select the Employee Grade from the Approval Information section. Note: Contact HR to set the Grade. ** DO NOT UPDATE THE EMPLOYEE MASTERFILE, ALWAYS ADVISE USER TO REACH OUT TO THE FSSC MDM TEAM ** 5. Click. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: E-expense APAC - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
Marimba Tool - The machine is not existing at Marimba DB
English
miranti.ningrum@as.corp.airliquide.com
346
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-05-01 10:52:30
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Apps packaging service
NaN
NaN
NaN
61
2025-05-01 10:49:50
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Below error appear when try to push software using marimba offline. POSSIBLE CAUSES: New PC does not sync with the system yet STEPS: For Microsoft Office software: Please follow STEP1, STEP2 or STEP3. You can jump to STEP3 if you want. For other software: Please follow STEP1 or STEP2. STEP1: Ask users to keep their PCs connected to the AL NW.Retry delivery of Marimba Tool after 1 or 2 days *Reason: As stated in the email below, the CASE 1 error may be resolved if left for a day or two. (experienced in OSS) https://drive.google.com/file/d/1GM4kv3QZal4Hj2u5qNHYO_0ilQM8LBZq/view?usp=drive_link STEP2: Use Marimba Online STEP3: Manual installation. Execute each file below with Admin access.Silent installation for Excel, Word and Access, no action required. Since the completion message is not displayed, it is necessary to check whether the installation is completed using the Windows start menu, etc. (Required time: Depending on network conditions, Excel is often completed in about 15 minutes).Language packs are not silent installations. A UI is displayed asking for a response operation.It seems that the batch for license authentication does not need to be executed. Listed as reference information. ?? ????????? ????? Excel \\jp-fstk2\it-support\S-PBLC\office2016\Excel 2016\Package_CUW_32_64\bin\Excel_2016_W32_English_MLF Setup.exe Word \\jp-fstk2\it-support\S-PBLC\office2016\Word 2016\Package_CUW_32_64\bin\Word_2016_W32_English_MLF Setup.exe PowerPoint ????Marimba ? ????OSS ?????????????? Access \\jp-fstk2\it-support\S-PBLC\office2016\Access 2016\Package_CUW_32_64\bin\Access_2016_W32_English_MLF Setup.exe Office????? - JP \\jp-fstk2\it-support\S-PBLC\office2016\Language Pack\Japanese\Office Japanese LP\Package_CUW_32_64\bin\ja-jp Setup.exe （??-????） ??????????? \\jp-fstk2\it-support\S-PBLC\office2016\Office???????Bat Microsoft???????.bat LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Apps packaging service Configuration item: Hostname Category: Devices Subcategory: Application Software Resolution Notes: Service Desk will assist the user to install it manually via marimba online TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Security Warning - HTTP Location (JAVA) and Application Blocked by Java Security Java
English
miranti.ningrum@as.corp.airliquide.com
309
Anil AGARWAL
Uncategorized
Published
2025-04-18 2:23:20
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
116
2025-04-18 2:23:02
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Web Page blocked by Java. User received one of the Java error message: Application blocked by Java security. POSSIBLE CAUSES: Computer does not have Java installed BEFORE YOU START: Check if Java version 8u202 has been installed successfully as it is required for Oracle Production STEPS: 1. To open Oracle EBS Forms, please add "https://alprod.as.corp.airliquide.com:443" and "https://jpprod.as.corp.airliquide.com:443" under Exception Site List in Java Settings as per below screenshot. a) Control Panel ? Java double click b) Open Security Tab ? Press "Edit Site List" ? Click on "Add" c) Fill URL of the web application https://alprod.as.corp.airliquide.com:443 and https://jpprod.as.corp.airliquide.com:443 press Add and then OK d) Click Continue e) Click OK f) Control Panel > Java > Advanced tab make sure that Microsoft Internet Explorer is chosen as default Java for browsers, not Mozilla g) Choose "Disable verification" under the "Mixed code security verification" h) Select the following TLS under the "Advanced Security Settings", check all "TLS" options and uncheck "use ssl 2.0 compatible client hello format" : TLS 1.0 - TLS 1.1 - TLS 1.2 and uncheck "use ssl 2.0 compatible client hello format" 2. request user access into oracle system If still KO (fail), check the following: a) Control Panel check trusted sites for Oracle setting from Microsoft Edge ==> Click search from your window and key in this "inetcpl.cpl" b) Check trusted site has been key in this "https://alprod.as.corp.airliquide.com:443" and "https://jpprod.as.corp.airliquide.com:443" ==> Select security tab > click on Trusted sites> Sites> key in "https://alprod.as.corp.airliquide.com:443" and "https://jpprod.as.corp.airliquide.com:443". Click Add ==>Close all browser and advise user try access into oracle system 3. If still KO, assign the ticket to L1.5 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Availability and Performance Issue TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
agarwal, airliquide, anil, application, because, blocked, blocked by java sercurity, com, corp, date, english, error, http, java, java troubleshooting, java version is out of date, location, miranti, ningrum@as, out, plun-in, security, sercurity, software, the java plun-in was blocked because it is out of date, troubleshooting, version, warning
NaN
KB0013516
CARM Account Reactivation - AD account is stil present but account is not visible in CARM
English
miranti.ningrum@as.corp.airliquide.com
1025
Vincent CAO
Uncategorized
Published
2025-09-29 14:55:28
7
GIO Service Desk
NaN
#########
3.80
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
1293
2025-05-01 11:14:55
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: CARM account reactivation requests Manager asking for reactivation of a terminated user account Other users asking for reactivation of a terminated user account For AL Employee/Subcontractor CARM Accounts that were terminated but AD account is still present, but CARM account is no longer visible. BEFORE YOU START: CARM (Centralized Access Rights Management) is an ALSEIS application which allows users to manage access rights to shared folders, membership to distribution lists and opening/closing of Windows accounts. US Employees: Reactivation of accounts that are under litigation hold should be approved by the following regardless of if it was requested by the CARM approver or another user: Legal Cheryl Lero HR Katina Cole ZISO Susan Klein (temporary) Litigation hold list: https://docs.google.com/spreadsheets/d/1kA0LlxH9TVuORVI2CqwdOZie8jZXrCokSJtHv1DOTYA/edit?ts=57b72e5d&pli=1#gid=0 If you do not have access to the litigation hold list, seek assistance from any members of the IAM team. STEPS: Create an Incident with all the details.CARM team will email the users CARM approver for confirmation before restoring the account.Once approved, they will restore the account. Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-SEC-CARM-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: IDM Code - Registration / Deletion procedure (Japan) This is for Keyfob setting. ***For security card (user might say as printer card) related inquiries, please inform user to check with their Manager on within their department. STEPS: Open Active Directory with admin account.Search for users account in Entire Directory.Double click users name (for Type User not Contact).Open Telephone tab and click Other button in Pager column.For new registration, enter the IDM code in New Value column and click Add (click Remove for Deletion request). * If you are not able to execute using Pager Number (Others) window, try to add directly in the Telephone tab > Pager column. For the users with EU profile, if you're not able to edit it, please escalate the ticket to AD team to edit the Pager column. (ADHOC0903030) If user not able to use the card after IDM code deletion and registration in AD, Follow KB0018854 to assign ticket to MPS team for keyfob deletion LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): GIO-SEC-AD-AUTHENTICATION SERVICES-L2 Resolution Notes: Added IDM code to user profile. TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1, OSS
Active Directory - How to extract the name list in a specific AD Group
English
miranti.ningrum@as.corp.airliquide.com
13
NaN
Uncategorized
Published
2025-07-22 10:29:59
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
2
2025-07-22 10:28:49
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user requires assistance to extract the name list in a specific Active Directory group. STEPS: Run below command in Windows PowerShell and share the name lists to the user as requested: Get-ADGroupMember -Identity "BIS-APAC_SGG_959624977240-COED-DEV11_RW_D" | select SamAccountName LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Run a command in Windows PowerShell and shared the name lists as per requested. ARTICLE TYPE: FCR TEAM: L1
ORACLE - cannot access / need unlock, password reset
English
miranti.ningrum@as.corp.airliquide.com
1064
Anil AGARWAL
Uncategorized
Published
2025-09-29 14:07:29
6
GIO Service Desk
NaN
#########
1.00
BAP - HUB - ORACLE
NaN
NaN
NaN
881
2025-04-18 2:22:29
#########
NaN
BAP-COE-ORA-L2
COUNTRY/REGION: APAC, INDIA, AMEI ENTITY: BIS APAC, BIS INDIA, AMEI SYMPTOMS: User is unable to access due password issue, account is locked, password is expired, account is disable in Oracle database. Below is the error user will get: BEFORE YOU START: Please refer to Enduser identity verification / Authentication Process (GLOBAL)KB0010220Check the last time user was able to access it, account that is inactive for 2 months will disable users account (assign to GIO-EUS-SD-APAC-L1.5 for them to reactivate the account) STEPS: If user unable to login to Oracle APAC. (normally password is same as AD password)Check if his Oracle account is still active in CARM.Oracle account password is mapped with his windows account passwordFirst unlock windows account in AD and will unlock Oracle. Follow KB0011364: Windows Account - unlock account If KO: and user is in the office need to reset the Windows password in AD and it will unlock. Test Oracle access with End user. LOGGING CATEGORISATION: Business Service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 For India: BAP-ALIN-APP-L1 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: To create currency exchange rates in Gideons. STEPS: Follow below procedure to create currency exchange rates: 1. Click shortcut and launch the System Administration module. 2. Click the Maintenance tab. 3. Click Currency. 4. Click Create. 5. The Currency Maintenance window pops up. 6. Search and select the Currency ID and then the Currency. 7. Enter the Position of Exchange Rate, Result and Invoice Line and select the Rounding Method for the respective column. 8. Click Save. 9. The currency Exchange Rate screen appears. 10. The entered currency appears in the From Currency field.Note: To Currency field is automatically filled with the Currency ID of the Gideons country version. For example, if the user is using Gideon of Australia then To Currency ID is auto-filled with AUD when the Currency Exchange Screen pops up. 11. Enter the Tax Exchange Rate and Exchange Rate. 12. Click Save. 13. The changes are successfully saved with the below message: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, com, corp, create, currency, english, exchange, exchange rate, gideons, how, how to, miranti, ningrum@as, rate, rates
NaN
KB0055692
Google Sheets DAX Query/Extractor linked to FAST is not working
English
miranti.ningrum@as.corp.airliquide.com
19
NaN
Uncategorized
Published
2025-08-05 9:50:49
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
1
2025-08-05 9:42:15
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Users are experiencing unexpected syntax error on DAX explorer or issues with DAX Extractor linked to FAST [INC1774269]. BEFORE YOU START: Please note that the Kite Team cant provide support with the creation of formulas or with the behavior of app scripts linked to a sheet! STEPS: Issue with app should be raised as a dev request by the app developer. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GDO-CORPORATE-SUPPORT-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L3
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User unable to access to e-Expense ALBS.User's password locked/incorrect.User forgot the password. POSSIBLE CAUSES: Trips have been locked by RPA (Robotic Process Automation) STEPS: Guide user to contact FSSC via emailYou may send them this email EMAIL TEMPLATE: Hi , For E-EXPENSE AL Business Services (ALBS), the employee records are maintained by HR/FSSC. Please reach out to the HR/FSSC for the assistance needed regarding this issue. FSSC - or email to Please be informed that we're closing this ticket as IT does not maintain E-EXPENSE ALBS employee related matters. Therefore no further action is required from us. We thank you in advance for your understanding and cooperation. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: E-expense APAC - PROD Category: Application Subcategory: Availability and Performance Issue Resolution Notes: Service desk will redirect the user to FSSC. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1.5
Google Group - How to send mail as a shared mailbox (Google Group) from your Gmail
English
miranti.ningrum@as.corp.airliquide.com
338
Harold OUSSET
Uncategorized
Published
2025-07-30 6:11:56
6
GIO Service Desk
NaN
#########
3.50
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
127
2025-05-12 7:56:24
#########
NaN
GIO-EUS-GOPS-DWP-L2
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to know how to add a shared mailbox (Google Groups). STEPS: 1.- Go to Gmail settings. 2.- Add the group email address in Account, in Send mail as: click Add another email address. 3.- Click on Treat as an alias if you want Gmail to treat the other address as "me" (that is "user's") in addition to user's main Gmail address. (If you choose "Treat as alias" Gmail will treat the other address as "me" in addition to your main Gmail address. If you untick "treat as alias" then it won't.) 4.- Enter the email address of the group and click on Next Step. 5.- After activating the feature thanks to the code received from Google by the user, user can now send an email as his/her Shared Mailbox. 6.- Change back Post permissions in your Shared Mailbox settings. Additional Note: If you are not receiving the notification it is because the group posting settings are configured to allow messages coming only from Air Liquide users. However, the verification code is coming from 'google.com', therefore it's an external address.To solve this issue, the manager of the group, has to change the group posting permission to accept messages from 'Anyone on the Web'. After the activation link is received, your manager can turn this setting back to the original configuration if required.For more information about group permissions, please see the following Google Help center article https://support.google.com/groups/answer/2464975 .Please note that it is most recommended to check the email and send messages from the Group Interface at groups.google.com if you send messages on behalf of the Group from your Gmail, You must remember to add the group in CC on your message so the message is logged in the Group otherwise, the Group will not be able to see your messages. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Support / Assistance Resolution Notes: Shared mailbox was added successfully to user´s account. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Gideons Web - CSS Functions User Guide STEPS: Refer below manual for Gideons Web - CSS Functions User Guide. https://docs.google.com/presentation/d/1Yv5F34_KN3NxzfUHact5Xm-e5jNfrYyTopxE00HeHlg/edit#slide=id.g9d192ea151_0_389 LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
airliquide, com, corp, css, english, functions, gideons, gideons web, global, guide, miranti, muhdnursafwan, ningrum@as, salehudin-sc, user guide, web
NaN
KB0018203
eApps - Employee unable to login Expense Application
English
miranti.ningrum@as.corp.airliquide.com
89
Deepak HASANI-SC
Uncategorized
Published
2025-09-16 6:32:17
5
GIO Service Desk
NaN
#########
5.00
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
106
2025-09-16 6:31:58
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: CHINA ENTITY: CHINA SYMPTOMS: Employee unable to login Expense Application. STEPS: 1. Check with HR and get the details of account credentials. 2. Launch Expense application. 3. Enter the Employee Number, Password and choose the Affiliates. POSSIBLE CAUSES: HR is not creating an account in Expense. Employee is not active Invalid selection of affiliate LOGGING CATEGORISATION: If the above steps did not solve the issue, please raise an incident with the following details: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: E-expense APAC - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group: GIO-EUS-SD-APAC-L1.5
Oracle Payables Invoice - Due Date Calculation Logic - EPIC Invoices - Japan
English
miranti.ningrum@as.corp.airliquide.com
36
NaN
Uncategorized
Published
2025-08-21 11:38:33
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
15
2025-08-21 11:38:00
#########
NaN
BAP-COE-ORA-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: The purpose of this document is to give a brief of how oracle calculates the Due Date for a Payables Invoice. This document can also be used to determine why due date derived is incorrect for a given invoice. TARGET AUDIENCE This document can be used by Service Desk L1.5 Team and even business / end users POSSIBLE CAUSES: 1) Payment Term 2) Payables Options setup at the Operating Unit level WHEN IS DUE DATE CALCULATED 1) At the time of Invoice Creation 2) At the time of Invoice Validation STEPS: PAYMENT TERMS [ Navigation : Payables Responsibility >> Setup >> Invoice >> Payment Terms ] Above setup means that payment is 100% due on 31st (Last day) of next month PAYABLES OPTIONS [ Navigation : Payables Responsibility >> Setup >> Options >> Payables System Setup ] Please note the check box "Recalculate Scheduled Payment" in below screenshot If it is checked, Due Date will be recalculated at the time of Invoice Validation. If it is not checked, Due Date will not be recalculated at the time of Invoice Validation. PROCESS - AT THE TIME OF INVOICE CREATION FROM EPIC INVOICE DATE >> This will be used exactly as received from EPIC TERMS DATE >> Latest RECEIPT_DATE from EPIC for that PO LINE if Invoice has only one PO >> Latest RECEIPT_DATE from EPIC for PO LINE of Invoice Line Number 1 if Invoice has more than one PO >> If this derived date falls in CLOSED PERIOD, use First Date of next OPEN PERIOD GL DATE >> If TERMS DATE derived is in OPEN PERIOD, same is used as GL DATE else Start Date of the next open period is used as GL DATE DUE DATE >> TERMS DATE + PAYMENT TERM SETUP PROCESS - AT THE TIME OF INVOICE CREATION FROM EPIC If "Recalculate Scheduled Payment" is checked for the operating unit, then due date will be re-calculated on top of the due date derived at the time of import. Due Date will now be set as latest of the below dates for that Invoice. 1) INVOICE DATE 2) TERMS_DATE 3) GOODS_RECEIVED_DATE + RECEIPT_TOLERANCE_DAYS 4) OLDEST TRANSACTION_DATE of related RECEIPTS SQL - FOR TECHNICAL USE (L1.5 / TECH TEAM) SELECT invoice_num, h.creation_date, h.terms_date, h.gl_date, t.name terms, s.due_date, tl.due_percent, tl.due_days, tl.due_day_of_month, tl.due_months_forwardFROM apps.ap_invoices_all h, apps.hr_operating_units o, apps.ap_payment_schedules_all s, apps.ap_terms t, apps.ap_terms_lines tlWHERE h.invoice_id = s.invoice_id AND h.org_id = o.organization_id AND h.terms_id = t.term_id AND t.term_id = tl.term_id AND h.source = 'COUPA' AND h.invoice_num = '62J0030947' -- Replace this with Invoice Number of concern AND o.name = 'OU_JP_ALJ' --Replace this with the entity of the Invoice concerned ; LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD / Oracle EBS R12 Japan - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): L1.5 Apps Team ARTICLE TYPE: Process, Assignment TEAM: L1.5 Apps
Unable to open an application in Google Chrome - profile issue/bug
English
miranti.ningrum@as.corp.airliquide.com
608
Olivier PIRZ
Uncategorized
Published
2025-07-30 6:11:04
7
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
177
2025-04-18 2:23:44
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is getting the error message - "Une application empeche Chrome de se connecter a *application name*" - An application is preventing Chrome from connecting to *application name* She is unable to open an application in Google Chrome - profile issue/bug STEPS: On your computer, open ChromeAt the top right, click More Clear browsing data.Choose General tabChoose a time range, like Last hour or All time.Select the types of information you want to remove: cache, cookies and historyUnder the Advanced tab tab, be careful and leave out "Passwords". Use only the first 4 data type to clear.Click Clear data LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Bug / Defect Resolution Notes: cache, cookies and history have been cleared, problem solved TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, an application is preventing chrome from connecting to, application, assistance, bug, cache, chrome, com, connecter, connecting, cookies, corp, de, delete, delete cache, delete cookies, delete history, empeche, empeche chrome, english, google, google assistance, google chrome, history, miranti, ningrum@as, olivier, open, pirz, preventing, preventing chrome, profile, profile issue, profile issue bug, se, software, unable, unable to open an application, une, une application empeche chrome de se connecter a
NaN
KB0057072
Australia & New Zealand - MyGAS and ALNET Web Framework Upgrade - PRJ0014705
English
miranti.ningrum@as.corp.airliquide.com
47
NaN
Uncategorized
Published
2025-09-30 7:00:36
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - myGas
NaN
NaN
NaN
17
2025-09-30 7:00:06
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:AUNZ SYMPTOMS: The user is reporting an issue related to MyGAS and ALNET Web after Framework Upgrade POSSIBLE CAUSES: Issue occur during Hypercare period from 22nd September 2025 3rd October 2025 BEFORE YOU START: Application URL: MyGas Internal Australia : http://as-gidps-all/MyGas/AU/myGas2/dashboard/AU/home MyGas Internal New Zealand : http://as-gidps-all/MyGas/NZ/myGas2/dashboard/NZ/home ALNET Internal Australia : http://as-gidpa-anz/Gideons/alnetweb/AU/alnet2/dashboard/AU/mydashboard ALNET Internal New Zealand : http://as-gidpa-anz/Gideons/alnetweb/NZ/alnet2/dashboard/NZ/mydashboard MyGas & ALNET External Australia : https://myportal.airliquide.com/MyGas/AU/myGas/dashboard/AU/home MyGas & ALNET External New Zealand : https://myportal.airliquide.com/MyGas/NZ/myGas/dashboard/NZ/home Please ensure the correct version number while opening the link (MyGas Web V1.0.0.2 & ALNET Web V1.0.0.0 & MyGas Mobile V 1.1.6 ). If you do not, please do a CTRL + F5 (simultaneously). Two-Factor Authentication (2FA) Functionality As part of the MyGAS Tech Upgrade Project, the application now includes a Two-Factor Authentication (2FA) feature. Please assist the user in setting up 2FA to ensure they can log in to the application without issues. You can find all relevant details in the updated user guide. (Article can be share with the user) - Always make sure to clear all browser history and local storage for basic troubleshoot - If the issue related to report printing issue. Please inform all users to explicitly allow pop-up blockers during report printing.This is required only at the first time. Other issue than above, please follow below steps to log a ticket: Please mention MyGAS Techupgrade in the Short Description of the issue raised duringPlease attach an issue screenshot / screen recording with the applications version number in the IncidentUsing this hypercare group BAP-COE-EAPP-HYPERCARE to log all hypercare issue. LOGGING CATEGORISATION: Business service: BAP - HUB - myGas Configuration item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAP-COE-EAPP-HYPERCARE ARTICLE TYPE: FCR, Assignment TEAM: L2
airliquide, alnet, alnet web, australia, australia alnet, australia mygas framework upgrade, com, corp, english, framework, hypercare, miranti, mygas, mygas & alnet, mygas and alnet, mygas australia, mygas new zealand, new, new zealand alnet, new zealand mygas framework upgrade, ningrum@as, prj0014705, upgrade, web, zealand
NaN
KB0019488
Citrix - access issue
English
miranti.ningrum@as.corp.airliquide.com
258
Janos TIMAR-SC
Uncategorized
Published
2025-07-29 20:16:26
6
GIO Service Desk
NaN
#########
NaN
GIO-CS-EUR-PaaS Virtualization
NaN
NaN
NaN
92
2025-07-04 12:22:51
#########
NaN
GIO-CS-SD-CITRIX-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to log into the Citrix application due to error message "the provided information does not allow you to authenticate" BEFORE YOU START: To make sure about the exact issue, ask the user to send a screenshot of the exact error message by email. Please always check if the user is using Air Liquide Citrix (in the link there should be the name "airliquide.com" e.g. https://partners-eu.vpn.airliquide.com/dana/home/index.cgi) We support only the AL Citrix! STEPS: 1. Authenticate user as per KB0010220 2. Reset user`s windows password in AD as per Windows Account - How to Reset Windows Password in AD (GLOBAL) POSSIBLE CAUSES: Wrong or expired Windows credentials. LOGGING CATEGORISATION: Business service:For BIS Europe and all except: end users you have to use GIO - OPS - PaaS VirtualizationFor E&C end users you have to use BEC - XEN InfrastructureFor BIS HHC : BHC - Other applications Configuration item: Citrix Workspace - PROD Category: Application Subcategory: Access / Rights TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
E-Expense - How to change employee's password in the portal
English
miranti.ningrum@as.corp.airliquide.com
51
Dayana BINTI AHMAD RAWI-SC
Uncategorized
Published
2025-09-16 6:28:34
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
9
2025-09-16 6:28:15
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is requesting to change password in e-Expense. STEPS: 1. Login to e-Expense portal. 2. Navigate to Employee > Search Employee Name/No. 3. Click on the record. 4. Click on Change Password. 5. Enter the New password and click Save button. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: E-expense APAC - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Google Group - Conversion of a delegated mailbox to a Google group
English
miranti.ningrum@as.corp.airliquide.com
101
Harold OUSSET
Uncategorized
Published
2025-08-04 4:47:58
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
11
2025-08-04 4:46:53
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to convert an existing delegated mailbox into Google Group. STEPS: The user must raise the GIO Catalog request "Conversion of a delegated mailbox to a google group" Path: GIO Services > End-User Workplace > G Suite & Messaging > Conversion of a delegated mailbox to a google group In case the user does not have access to the GIO Catalog, she/she must be redirected to his/her manager or IT Approval or Budget Approval. For E&C Frankfurt/Krakow users: dispatch the AdHoc ticket to GIO-EUS-FS-GERMANY-L2 (For Frankfurt user) or BEC-EUS-FS-KRA-L2 (Krakow user) LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Situation: Assistance using MyITcorner portal [Incident] Assignment group: For E&C Frankfurt/Krakow users: dispatch the AdHoc ticket to GIO-EUS-FS-GERMANY-L2 (For Frankfurt user) or BEC-EUS-FS-KRA-L2 (Krakow user) Resolution Notes: Advised user to raise the request "Conversion of a delegated mailbox to a google group". TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1, OSS
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: The user cannot login to Citrix Workspace due to "incorrect username/password" [IT ticket for reference: INC1752764] or "incorrect domain" [see below for screenshot of error]. POSSIBLE CAUSES: User forgot to include: "alfrgis\" domain name in the username field or unsure what the login ID/username is. BEFORE YOU START: Ask the user about the information s/he input in the username/password field.Obtain the necessary screenshot when possible. STEPS: Inform the user about the correct username; that it should only consist of their firstname.lastname (e.g.: alfrgis\firstname.lastname), and to continue with their existing Windows password.If s/he can't remember the Windows password, please continue with Citrix - Cannot log in LOGGING CATEGORISATION: Business service: For BIS Europe: GIO-CS-EUR-PaaS VirtualizationFor E&C: BEC - XEN InfrastructureFor BIS HHC : BHC - Other applications Configuration item: Citrix Workspace - PROD (for BIS HHC leave it empty) Category: Application Subcategory: Support / Assistance Resolution Notes: Informed the user about the correct username; that it should only consist of their firstname.lastname TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: AL User cannot find account_no in accounts tab in myGas. POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: 1. Cust_Portal flag should be set to true in Gideons. 2. Make sure the account number is active. Query: select * from cp.account where cust_portal=1 and active_status=Y 3. Once Cust_Portal flag is set to true, account number will interface to myGAS by next day by sql job. 4. Make sure AL USER locations are set to account location. LOGGING CATEGORISATION: Business service: BAP - HUB - myGas Configuration item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user contacted to report issues regarding the visibility of cases. BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. If the issue is being raised by any other user: User should be guided to open a request in MyHR/Workspace portal STEPS: Create an incident ticket and assign it to GIO-ITSM DXC Third Party Maintenance HR. LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR Help-Request - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance HR TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Process to collect logs from Cortex client in case of any issue. STEPS: 1. Open Cortex 2. Click on Generate Support file. 3. After the file is generated a window will open directly to the file location. Copy the file and attach it to the ticket. If the window is not opening automatically please follow the path: c:\users\username\appdata\roaming\paloaltonetworks\traps\support Note: If the file exceeds 100 MB make sure to upload it to the user's Google Drive (ALWAYS seek permission from the user if you're allowed to access his/her Google Drive to upload the file). Once the file is completely uploaded, share it with "Air Liquide", then copy the link to the ticket. LOGGING CATEGORISATION: Business service: GIO - SEC - Modern End Point - Internal Service Configuration item: Hostname of user`s pc Category: Devices Subcategory: Security Assignment group: GIO-SEC-PSS-RUN-L2_L3 for EU/ AMEI please route to: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
airliquide, alto, bug, bug defect, choumert, christophe, collect, com, corp, cortex, defect, english, file, files, how, how to collect logs, ivanti, log, logs, miranti, ningrum@as, palo, paloalto, support, support file
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KB0020455
Gmail - information to collect in case of issues
English
miranti.ningrum@as.corp.airliquide.com
658
Olivier PIRZ
Uncategorized
Published
2025-07-30 6:12:02
6
GIO Service Desk
NaN
#########
4.14
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
319
2025-05-12 7:59:11
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calling about an issue/incident regarding the Google Gmail. BEFORE YOU START: Before routing the incident to the GIO-EUS-GOPS-DWP-L2 team, follow the steps below and please gather the troubleshooting information. Whole screen screenshots or screencasts with reproduction steps and errors are mandatory in all cases! STEPS: Any issues with the user interface (UI): For issues such as slowness, missing buttons, buttons that dont work as they should, any error messages visible in the application, or any other error that happens when interacting with the page ? Follow KB0012701 Google Gmail: Delivery issues Information needed: Describe Issue: Message not received / Message not delivered / Message marked as SPAM / Mail limits reached, etc )Message Sender: (full email address)Message recipient: (full email address of relevant recipients)Message subject: Message date and hour: If the internal user is the sender or has received the problematic message, attach the Full original message with headers from user Gmail KB0012671. If the message has not been received by the user, the user needs to ask the sender for the Original message file or logs from the sender side proving that the message has been sent to the user. If the sender or recipient has received an error message we need screenshots and full transcript in English of the error message (if the error message is displayed in another language) Messages marked as Spam Gather a message header in a .txt or .eml file, retrieved from the affected message marked as Spam. Gmail filters dont work as desired Gather an export of ALL Gmail filters in .xml file. Instruction to export filters.Gather a message header from a message that failed to apply the desired filter conditions.Approximate date and time when the issue was first noticed. Detailed instructions about the filter the customer wants to create and how it is working at this moment. For troubles with attachments Check the blocked file types in Gmail as a first step.If the file type is allowed, gather a message header in a .txt or .eml file from the affected message.Full screen screenshots or screen recording of the error message when opening/downloading the attachments.As a workaround, advise the customer to upload the file to Drive and share a link to it. TICKET TYPE: Incident LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 ARTICLE TYPE: Process TEAM: L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article explains the process for setting up ODBC connections on new windows desktops/laptops for users to be able to refresh reports from Excel for AS400 or in case the user's reports the following error message in Excel while attempting to refresh the reports "ODBC Driver manager - Data source name not found and no default driver specified" POSSIBLE CAUSES: ODBC Driver is not installed, installed as per instructions above Kerberos Client Credentials not found, which in case, escalate to AS400 BEFORE YOU START: These instructions cover the set up process of system wide DSNs, which would mean that these DSNs need to be setup for every fresh install of Windows. On a standard basis, the following DSNs should be configured for each new machine (most frequently used) : VA1320CF01VA1320CFRTARDEPTJOBSCDEMEDGASOPERATIONSREPORTLIBREPORTSTONYLIB STEPS: Step 1: Open ODBC Data Sources (32 bit) in windows as shown in the screenshot below: Step 2: In the windows account control popup, ensure that administrator ID is entered- this would give the ability to setup a system DSN Step 3: Navigate to Tab System DSN, then click Add Step 4: In the next window, ensure that Client Access ODBC driver (32 bit) is selected, then click Finish Step 5: In the general tab, enter VA1320CF01 in the data source name and S10B3C2A in the System box, as shown in the screenshot below. VA1320CF01 is a library in AS400. Step 6: Enter Library name VA1320CF01 (same value entered in the general tab) in the Default SQL schema or library. Then click Apply Step 7: Follow steps 3 to 6 for each of the following additional AS400 libraries, by substituting VA1320CF01 in steps 5 & 6 with the following library names: VA1320CFRTARDEPTJOBSCDEMEDGASOPERATIONSREPORTLIBREPORTSTONYLIB The Final list of setup ODBC should cover the following libraries/DSNs: LOGGING CATEGORISATION: Business service: GIO - EUS - Remote Assistance Tool Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: ODBC was set up correctly TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, anshilevich, as400, as400 odbc setup for excel refreshable reports error request installation driver\n odbc driver manager - data source name not found and no default driver specified, com, corp, data, default, driver, english, excel, found, installation, manager, max, miranti, name, ningrum@as, no, not, odbc, refreshable, reports, request, setup, source, specified
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KB0056167
Citrix - Microphone/speaker is disabled/muted
English
miranti.ningrum@as.corp.airliquide.com
35
NaN
Uncategorized
Published
2025-07-31 4:20:21
4
GIO Service Desk
NaN
#########
NaN
GIO-CS-EUR-PaaS Virtualization
NaN
NaN
NaN
6
2025-07-31 4:19:27
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NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user would like to use a microphone/speaker or would like to use Google applications, such as Google Meet inside the Citrix environment. Ticket reference number: INC1700204, INC1754864 & INC1791993 BEFORE YOU START: Please always check if the user is using Air Liquide Citrix (in the link there should be the name "airliquide.com" e.g. https://partners-eu.vpn.airliquide.com/dana/home/index.cgi .We support only the AL Citrix. Connection to Citrix via Okta: partners-eu.vpn.airliquide.com/okta/partners-am.vpn.airliquide.com/okta/airgas.vpn.airliquide.com/oktapartners-sa.vpn.airliquide.com/okta/partners-as.vpn.airliquide.com/okta/partners-za.vpn.airliquide.com/okta/https://argcitrix.am.corp.airliquide.com/Citrix/ARGStoreWeb/ STEPS: Inform the user that as per the standard configuration, the Citrix is a server and not a physical computer, therefore, no audio card/driver is installed in Citrix by default.To be able to use the microphone/speaker without issues, advise the user to open the Google application/Google Meet outside the Citrix environment.Advise the user to go to Google Chrome settings at chrome://settings/privacy > choose "Site settings" > on the recent activity, "choose/click google.com", then choose/click meet.google.com and "Allow permission" for both microphone and camera. LOGGING CATEGORISATION: Business service: For BIS Europe : GIO-CS-EUR-PaaS VirtualizationFor E&C end users : BEC - XEN InfrastructureFor BIS HHC : BHC - Other applicationsFor Americas: GIO-CS-AMER-Application and Desktop VirtualizationConfiguration item: Citrix Workspace - PROD Category: Application Subcategory: Support / Assistance ARTICLE TYPE: FCR TEAM: L1
GTS - After uploading the trip in GTS, docket / deliver order is not found in POD
English
miranti.ningrum@as.corp.airliquide.com
123
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 6:13:52
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GTS
NaN
NaN
NaN
129
2025-05-12 7:47:37
#########
NaN
BAP-COE-GTS-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: After uploading the trip in GTS, docket / deliver order is not found in POD. POSSIBLE CAUSES: 1. Docket is having a backorder. 2. Docket is already invoiced. 3. Docket is cancelled or removed. STEPS: 1. Check if a docket or delivery order is backorder or not (ORD_STATUS = B) SELECT * FROM DO_HEADER WHERE ORD_STATUS = 'B' 2. Check if a docket is already invoiced (Invoiced docket will be moved to history tables) SELECT * FROM DO_HEADER_HISTORY WHERE DOC_NO = 'XXX' SELECT * FROM DO_LINE_HISTORY WHERE DOC_NO = 'XXX' 'XXX': is the docket / delivery order number that you want to check. 3. Check if a docket is cancelled (cancelled docket will be moved to do header history) SELECT * FROM DO_HEADER_HISTORY WHERE DOC_NO = 'XXX' 'XXX': is the docket / delivery order number that you want to check. LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-GTS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS and troubleshooting: Symptoms Action Unable to switch on Escalate to OSS for replacement or repair OBC screen is broken/crack Escalate to OSS for replacement or repair Additional OBC charger request No additional OBC charger is allowed because there is no replacement. If user not satisfy can escalate to OSS USB Type-A to Type-C conversion cable request No additional cable will be provided. If user not satisfy, can escalate to OSS OBC tablet case replacement request because it old Case cannot be replaced for 3 years. If the user wants to buy it themselves it is OK. If user not satisfy can escalate to OSS Screen protective film request Users need to buy it themselves. If user not satisfy can escalate to OSS How to use the conversion adapter for the in-vehicle charger Used to convert Micro USB of in-vehicle charger to USB Type-C. https://docs.google.com/presentation/d/1I2CiNFaHRO5rqbJ3Use_7fxx0_GlGP1nNDJofOfHPg0/edit#slide=id.g16617cd5a5b_0_27 Additional conversion adapter for an in-vehicle charger Escalate to OSS I want to replace the car charger because it is broken. Escalate to OSS OBC tablet request OBC tablet based on vehicle numbers + 1 spare device. If user need more than that, escalate to OSS OBC accidentally reset Since re-setup cannot be done locally, escalate to OSS and replace with another tablet. 3 possible causes 1. PIN code expiration date reached 180 days (PIN code was not changed within expiration date) 2. Incorrect PIN code 16 times in a row 3. Accidentally Delete Device on WS1 OBC replacement request If the replacement is due to device defect, it can escalate to OSS but make sure to confirm what is the defect. OBC has no line If SIM problem escalate to OSS OBC battery drain fast Escalate to OSS OBC tablet touch pen request Users need to buy it themselves. If user not satisfy, escalate to OSS LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-FS-JAPAN-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
FSSC - PO number or Supplier Code invalid reference
English
miranti.ningrum@as.corp.airliquide.com
189
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-29 14:32:25
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - APAC Servicenow
NaN
NaN
NaN
213
2025-04-18 2:24:52
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User is unable to find PO Number / Supplier Code in FSSC. STEPS: For the PO Number invalid reference, please follow the below method. Step 1: In PO Number field, click on the "Magnifier" button. Step 2: Enter PO Number in the PO Number Field, PO Number will show up after few second. Step 3: The PO Number will show up. For the Supplier Code invalid reference, please follow the below method. Step 1: In Supplier Code field, click on the "Magnifier" button. Step 2: Enter Supplier Code in the Supplier Code field, Supplier Code will show up after few second. Step 3: The system will now display the Supplier Information. If the issue persist, please assign the ticket to GIO-EUS-SD-APAC-L1.5. LOGGING CATEGORISATION: Business service: BAP - HUB - APAC Servicenow Configuration item: FSSC ServiceNow - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 Resolution Notes: SD will guide user of the above steps. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, code, com, corp, english, fssc, invalid, matutina-sc, miranti, ningrum@as, number, po, po number invalid, reference, rose, servicenow, snow, supplier, supplier code, supplier number
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KB0020812
EPIC - Manage approval chains / Add or Update project approval groups
English
miranti.ningrum@as.corp.airliquide.com
254
J'Rose MATUTINA-SC
Uncategorized
Published
2025-07-09 5:59:57
4
GIO Service Desk
NaN
#########
4.00
BAP - HUB - EPIC
NaN
NaN
NaN
205
2025-07-09 5:59:38
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User called to change the approval chains or project approval groups in EPIC. BEFORE YOU START: Please make sure that request is the same as above. STEPS: Please guide the user to submit a request via myITcorner using the below link STEP 1: Manage approval chains in EPIC - https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=86ac4942db9f9cd0b35b949adb961947&table=sc_cat_item&searchTerm=epic%20approval%20chai Add or Update project approval groups - https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=e1200946dbdb9cd0b35b949adb9619bc&sysparm_category=d1fef092dbdd1c50d07cf90532961948 Step 2: Home >? End User Catalog >? Applications >? Business Application >? EPIC Step 3: Home End User Catalog Applications Business Application> EPIC >Add/Modify Approval Chains Step 4: Fill-up all information A). Provide requirement details: Set up approval chain for newly created cost center. Request from Singapore/ALSg, for cost center S020498005155, please assign approval group CC_Approval Group_18B B). Add Attachment : If have any support document please attach C). After input click order LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:BIS APAC ENTITY:ALL SYMPTOMS: Invoice created with a wrong price POSSIBLE CAUSES: 1. Price is not set up correctly 2. Price changed after invoice was created STEPS: A. Check if pricing is set up correctly for the following price types: A.1 Special Price 1. Go to CMS module and select Price 2. Select Special Price Maintenance 3. Search for the customer 4. Select the type of pricing 5. Check the Price A.2 PO (Purchase Order) Price: 1. Go to CSS module and go to Enquiries menu then select Purchase Order 2. Enter search criteria 3. Select the Purchase Order 4. Find the product and check the price A.3 Price List Price: 1. Go to CMS module and select Price 2. Select Price List - Add Product Price 3. Search for the Price List that this customer assigned to Go to CMS>Customer List>Search for the Parent Customer and look for the Price List ID field under the Billing, Invoice Presentation & Sending section. 4. Select the product 5. Check the Price A.4 Contract Price: 1. Go to CMS module and select Contract 2. Select Contract Price List 3. Enter the contract number that this customer belongs to 4. Go to Gas tab and look for the product and 5. Check the Price A.5 Contract Price: 1. Go to CMS module and select Price 2. Select National Price List 3. Go to Gas tab and search the product and 4. Check the Current Price B. Check any price changes that occur after the invoice has been created. Within the Pricing menu, go to the Price History button to check if there is any change on the pricing. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS-APAC SYMPTOMS: User request to Void/Cancel Invoice in EPIC BEFORE YOU START: Access to view Invoice in EPIC STEPS: 1. Check the invoice validity in EPIC 2. Escalate the ticket to BAP-COE-EPIC-L2 as L1.5 do not have authority to void the Invoice in EPIC LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 (To check the invoice validity) BAP-COE-EPIC-L2 (To void/cancel the invoice in EPIC) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 & L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Unable to reach the server in GTS application. POSSIBLE CAUSES: 1. Device is not connected with WiFi/3G/4G/Cradle. 2. Network issue. STEPS: 1. Check if the device is connected with WiFi/3G/4G/Cradle. 2. Using the ispy wifi, check whether there is a valid IP address If not please raise a ticket to the GIO network team. 3. If the IP is present then do a ping using the same application. If the ping test fail then please raise a ticket to the GIO network team. 4. If the ping is successful then raise a ticket in BAP-HUB-GTS-L1. LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): BAP-COE-GTS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
action, airliquide, cannot, com, connect, connecting, connection, corp, deepak, device, english, gts, gts device not connecting to server, gts device not working, gts device unable to connect to server, gts hand held device not working, gts server, gts server cannot be reached, hand, hand held, hand-held, handheld, hardware, hasani-sc, held, issue, miranti, ningrum@as, no, not, not working, offline, reached, select, select an action as there is no connection, server, there, unable, wifi, work, work offline, working
NaN
KB0019357
Google Drive - Share files and folders with People who don't have a Google Account
English
miranti.ningrum@as.corp.airliquide.com
62
Maik GERHARDS
Uncategorized
Published
2025-07-31 1:33:18
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
19
2025-07-31 1:31:44
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User would like to share a file stored on Google Drive with a Business Partner/Third party user who does not have a Google account. BEFORE YOU START: With visitor sharing, Air Liquide users can invite non-Google users to collaborate on files as visitors, using PINs to verify their identity. There is no need to add the Business Partner/Third party users to the contacts, only type their email address to the sharing window, press 'Enter', then 'Done'. STEPS: Once the Business Partner/Third party user receives the notification email about the sharing, he/she must follow the steps below: In the email inbox, open the email from Google. 2. Click Open 3. Click Send 4. In the email inbox, open the verification code email 5. Copy the verification code 6. Return to the other browser tab and enter the verification code in the box provided 7. Click Next 8. The external user can now view, comment, or edit the shared Google file or folder. Please note: Once authenticated, visitors can collaborate on the shared file or folder for 7 days. If they need to collaborate longer, they can use the link from the original sharing email to verify their identity again. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1, L2
Remote Desktop Connection/Gateway (RDC/RDG) - Errors related to ADM account/password/locked
English
miranti.ningrum@as.corp.airliquide.com
96
NaN
Uncategorized
Published
2025-09-25 7:33:51
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
22
2025-09-25 7:23:18
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL _ SYMPTOMS: ? An internal state error has occurred. The remote session will be disconnected ? The logon attempt failed. POSSIBLE CAUSES: ? Windows ADM password/account might have expired or Windows ADM password synchronization issue. ? Incomplete username: the user might have entered ADM_firstname.surname only instead of TEISAN\ADM_firstname.surname ? Windows ADM account might have locked due to incorrect password [for example: INC1846314]. BEFORE YOU START: 1. Validate the validity of the ADM account/password in CMD/CARM (CMD command prompt: net user /do adm_firstname.lastname). 2. If the ADM account is locked, advise the user to retry with the same password in 20-30mins and guide him/her to follow through https://docs.google.com/document/d/1AVuQ9HnCPBo5bWn4sBN0uK8q4KKdsOEZ0IfjtFHpJ5A/edit?tab=t.0 3. If the ADM account is expired, advise the user to contact their CARM Approver to extend the ADM account expiry in CARM: [KB0041404 - Windows ADM account - expired] 4. If the ADM password is expired, please assign the ticket to GIO-SEC-CARM-L2. LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Account and Password Assignment group if not L1: GIO-SEC-CARM-L2 ARTICLE TYPE: Assignment TEAM: L2
access, account, adm, airliquide, an internal state error has occurred, attempt, can, can't access, carm, com, connection, corp, desktop, english, errors, expired, failed, gateway, has, internal, locked, logon, miranti, ningrum@as, occurred, okta, password, rdc, rdg, related, remote, software, state, the logon attempt failed, wifi, windows, windows adm
NaN
KB0056354
E-Applications: Simple Data Update/Data Extraction
English
miranti.ningrum@as.corp.airliquide.com
67
NaN
Uncategorized
Published
2025-08-21 9:23:16
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
12
2025-08-21 9:18:18
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Functional change request in E-Expense application (e.g.: INC1773257, INC1794502).Request for data update or data correction (e.g.: INC1799043).Request for data extraction related to E-Applications such as E-Expense, MyGas, etc.Request to deactivate/revoke E-Expense account of user(s) (e.g.: CATTASK1865653, CATTASK1867241). STEPS: Advise the user to submit a request in myITcorner: Simple Data Update for e-Applications: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=94fcbf19dbdd9050d07cf90532961951&table=sc_cat_item&searchTerm=e-apps%20data%20updateMass extract of simple Data in E-Application: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=8ea8fb1ddb9d9050d07cf905329619d3&table=sc_cat_item&searchTerm=extract3. Complex Data Update for E-APPS: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=73237fb9db85d010459b890b069619fc&table=sc_cat_item&searchTerm=e-apps4. Complex Mass Data Extract for E-APPS: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&sys_id=02d2e73ddbc1d010459b890b06961947&table=sc_cat_item&searchTerm=extract LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. PLEASE ENSURE THAT THE 'REQUESTED FOR' FIELD CONTAINS THE END-USER'S NAME. Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item In the event of a blank ESS incident submitted by the end user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Advised the user to submit a request in MyITCorner. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:APAC ENTITY:BIS APAC Implementation of KYRIBA in APAC (PRJ0010323)This builds connectivity and interfacing between Oracle and Kyriba for payment file communication, bank account statements and General Ledger entries. SYMPTOMS: Unable to receive Nucleus Notification EmailBank charge bearer is not functionalBank charge code not updatingIssue with Supplier bank account setupPayment rejection file to NucleusPayment authorization issueGetting Error: No valid data receivedBatch payment duplicated in Kyriba BEFORE YOU START: Get all the necessary details (Error message, Screenshot) STEPS: Please assign to the correct resolver group as per the symptoms: 1 - Please assign ticket to BAP-COE-ORA-L2, if the issue / request related to one of the symptoms as listed below: Bank charge bearer is not functionalBank charge code not updatingIssue with Supplier bank account setupPayment authorization issue2 - Please assign the ticket to KYRIBA-L1-ALBS, if the issue / request related to one of the symptoms as listed below: Getting Error: No valid data receivedBatch payment duplicated in KyribaRequest to add in Kyriba as local admin3 - Please assign ticket to BAP-COE-ORA-HYPERCARE, if the issue / request related to one of the symptoms as listed below:Unable to receive Nucleus notification emailPayment rejection file to Nucleus LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): Depends on the symptoms TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
account, airliquide, authorization, bank, bank account, bank charge, bank charge bearer is not functional, bank charge code not updating, batch, batch payment, batch payment duplicated in kyriba, bearer, charge, code, com, corp, data, duplicated, email, english, file, functional, getting, getting error: no valid data received, hypercare, inquiry, issue with supplier bank account setup, kyriba, matutina-sc, miranti, ningrum@as, no, no valid data, not, notification, nucleus, oracle, payment, payment authorization issue, payment rejection, payment rejection file to nucleus, receive, received, rejection, related, rose, setup, supplier, supplier bank account, unable, unable to receive nucleus notification email, updating, valid
NaN
KB0018194
eApps - How to get Employee Details needed by the cost center
English
miranti.ningrum@as.corp.airliquide.com
16
Deepak HASANI-SC
Uncategorized
Published
2025-09-26 3:47:45
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPPS - E-EXPENSE
NaN
NaN
NaN
4
2025-09-26 3:47:23
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to get Employee Details needed by the cost center? POSSIBLE CAUSES: The employee does not have rights to access the Accounts to download the reports. STEPS: 1. Login to Expense application. 2. Click My Account and then REPORTS menu. 3. Click the Employee Details List 4. Input the Search Criteria. 5. Click Print. LOGGING CATEGORISATION: Business service: BAP - HUB - EAPPS - E-EXPENSE Configuration item: E-expense APAC - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
myGas - Users are not able to search the account in the Account section.
English
miranti.ningrum@as.corp.airliquide.com
93
Piyush MAHAJAN-SC
Uncategorized
Published
2025-09-29 14:36:09
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - myGas
NaN
NaN
NaN
26
2025-09-18 3:15:21
#########
NaN
BAP-COE-BI-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Internal myGas Users are not able to search the accounts in 'Accounts' section if users are not the given the location access Example:- INC1406050 , INC1348391 STEPS: To provide the user with the location access, follow the below steps - Step 2 - When you click on the particular 'Username', a dialog box will open, you will see the 'User Locations' section highlighted in the screenshot attached below. Click on the 'User Locations' section. Now tick the checkbox on the location ID for which user doesn't have access and then scroll down and click on 'Submit Location'. Step 1 - When logged in to MyGas internal portal, go to the 'Users' section. Now, search for the internal user to whom you want to provide location access. Click on the 'Username' highlighted in the screenshot attached below. Step 2 - When you click on the particular 'Username', a dialog box will open, you will see the 'User Locations' section highlighted in the screenshot attached below. Click on the 'User Locations' section. Now tick the checkbox on the location ID (highlighted) for which user doesn't have access and then scroll down and click on 'Save Location'. Now user will be able to see the account in the 'Accounts' section having the same location ID for which earlier user didn't have the access. QUERY: SELECT LOCATION_ID ,* FROM CP.Account where Account_no ="3MC00100" NOTE:- If location is not present in "User Locations" tab then route the ticket to L2. LOGGING CATEGORISATION: Business service: BAP - HUB - myGas Configuration item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
able, accessible, account, airliquide, com, corp, english, internal, location, mahajan-sc, miranti, mygas, mygas account not accessible - provide the location to the internal user, ningrum@as, not, piyush, provide, search, section, users
NaN
KB0018091
BLAC - Some problem occurred while processing your request. Please contact the administrator
English
miranti.ningrum@as.corp.airliquide.com
32
Deepak HASANI-SC
Uncategorized
Published
2025-09-04 4:58:47
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
18
2025-09-04 4:52:52
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: There's an issue while processing the request when dispatcher/scheduler clicks on a particular Trip Number in Fast Trip Confirmation screen (FTC), the system will be stuck and prompted an error "Some problem occurs while processing your request. Please contact the administrator". STEPS: 1. In FTC (Fast Trip Confirmation) screen Trip Stop pane, under "Trip Seq." column sequence would have been duplicated. 2. Make the order by the trip stops by "ACTUAL_START_DATE" to verify correct delivery order. 3. Adjust the Trip Stop sequence as per the correct order from backend. update BLAC.TRIP_STOP set trip_sequence = 'xxx' where trip_id = 'xxx' and DO_ID = 'xxxx' and trip_sequence = 'xxx' LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
administrator, airliquide, blac, com, contact, corp, deepak, dispatcher, duplicate, duplicate trip sequence, english, ftc, ftc screen, hasani-sc, miranti, ningrum@as, occures, occurred, occurs, processing, request, scheduler, screen, sequence, some, some problem occures while processing your request. please contact the administrator, some problem occurred while processing your request. please contact the administrator, some problem occurs while processing your request. please contact the administrator, trip, while, your
NaN
KB0041339
GIDEONS - User request data extraction for Online Offline DO
English
miranti.ningrum@as.corp.airliquide.com
36
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-04 4:59:49
5
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
13
2025-08-04 4:59:09
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User request data extraction for Online Offline DO STEPS: Please use the following script to extract the data: Online Offline DO.SQL LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
GIDEONS - Unable to search Customer in Gideons Lite
English
miranti.ningrum@as.corp.airliquide.com
41
Julia RAMLAN-SC
Uncategorized
Published
2025-08-04 5:07:09
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
28
2025-08-04 5:07:00
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: The user is unable to find the customer_QIC32300 while creating standard DO in Gideons Lite POSSIBLE CAUSES: 1) Location or company has no weichi flag. 2) Customer is created recently and not yet interfaced to oracle. BEFORE YOU START: Please make sure to include Cust_NO, screenshot to the ticket before assigning to L1.5. STEPS: 1. Check location_ID & company_ID of the customer SELECT LOCATION_ID,COMPANY_ID,* FROM PARENT_CUSTOMER WHERE CUST_NO='QIC323' --Remove the last two characters from DP customer No 2. Check if the location & company have a weichi flag SELECT PARENT_LOCATION_ID,* FROM LOCATION WHERE LOCATION_ID='3Q' SELECT ATTRIBUTE_1,* FROM COMPANY WHERE COMPANY_ID='09' If PARENT_LOCATION_ID or ATTRIBUTE_1 <> W, then the customer is unable to create DO in Lite. So explain it to the user. If the user needs to update it to W, please make sure the user belongs to the weichi team and then guide the user to raise a data update for the request. (Interface to oracle has some differ between normal ALC entities and weichi entities) 3. If both location and company have a weichi flag, then check the creation date of the customer. SELECT CREATED_DATE,* FROM CUSTOMER WHERE CUST_NO='QIC32300' If its a new customer, it will take some time to interface to Lite. If the customer is created one day ago, then escalate the ticket to L2 to investigate further. NOTE: If DEL_CHGE_IND on DO is T - Trip but no trip charge product in DO line, once the del_date of DO is modified after saving DO, DEL_CHGE_IND on DO will be updated to P - Product automatically, which may cause invoice total differ with what the user expect. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:APAC ENTITY:ALL SYMPTOMS: User doesn't have Cortex in laptop and needs to be installed. BEFORE YOU START: Make sure that there is no Cortex available in laptop. Go to Control Panel>Programs>Programs and Features and search for "Cortex XDR" Note: Since there is no Cortex available, user won't be able to connect to Ivanti. Therefore, advise user connect to AL network. STEPS: 1. Install the new version of Cortex XDR 8.5.0.624 2. Once installed finished, Cortex will be visible. However, there will be an error message in Cortex "Advanced Endpoint Protection is Disabled" when open 3. Open Zscaler>Logout>Key in logout password. Guide user to login Zscaler again and authenticate using OKTA. Refer to this KB0028488 Note: Zscaler will prompt a popup window asking for login name. Please use the user's email to login. There will be 3 options. Click on the normal Zscaler. After that, you will be able to login with the OKTA. 4. If Cortex is still disabled after this, go to Window Security and enable the firewall settings LOGGING CATEGORISATION: Business service: GIO - SEC - Modern End-Point Protection Category: Application Subcategory: Availability / Performance Issue Configuration item: Cortex XDR - PROD Assignment group: GIO-EUS-SD-APAC-L1 Resolution Notes: Installed Cortex on user's laptop and enable it successfully. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
eApps - Why I cannot find customer (Delivery Point)
English
miranti.ningrum@as.corp.airliquide.com
21
Deepak HASANI-SC
Uncategorized
Published
2025-09-18 3:09:37
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
7
2025-09-18 3:07:58
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Customer not found to place order POSSIBLE CAUSES: 1. Operations/Data issue. STEPS: Make sure user have sub accounts assigned with Parent and Delivery point Make sure Customer is active. Make sure delivery point, major prod type is 'CY' STEPS: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click the required user. The Manage User screen opens. 4. Click the USER SUB ACCOUNTS tab. Use the following query to check the customer product type select * from cp.customer where Major_prod_type=CY and active_status=Y LOGGING CATEGORISATION: Business service: BAP - HUB - myGas Configuration item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BAP-COE-EAPP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
eApps - Why I cannot find the working schedule in myGas
English
miranti.ningrum@as.corp.airliquide.com
40
Deepak HASANI-SC
Uncategorized
Published
2025-09-04 5:47:23
5
GIO Service Desk
NaN
#########
3.00
BAP - HUB - myGas
NaN
NaN
NaN
22
2025-09-04 5:45:34
#########
NaN
BAP-COE-EAPP-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Working schedule not available in myGas POSSIBLE CAUSES: 1. Operations/Data issue. Make sure the working schedule is available in Gideons. If any update or addition of new schedule, then it will interface to myGAS by next day in EOD job. STEPS: Follow the steps below to check the working schedule: 1. Login to myGas internal site. 2. Click Users. The User Management screen appears. 3. Click Login as this User. The respective user detail is displayed. 4. Click My Orders & Deliveries to view the orders. 5. In the PLACE AN ORDER tab, enter the purchase order and request date. a. For Request Date, click to select the date from the pop-up calendar. Use the following query to check the working schedule dates: select * from cp.working_schedule where Location_id=LOCATION and Map_ref=#REF LOGGING CATEGORISATION: Business service: BAP - HUB - myGas Configuration item: MyGas (Customer Portal) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, cannot find, com, corp, date, deepak, deliveries, eapps, english, find, hasani-sc, miranti, my, my orders & deliveries, mygas, ningrum@as, order, orders, place, place an order, request, request date, schedule, why, working, working schedule
NaN
KB0048525
E-Capex - interface issue to EPIC
English
miranti.ningrum@as.corp.airliquide.com
285
J'Rose MATUTINA-SC
Uncategorized
Published
2025-08-28 5:53:41
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EAPP - ECAPEX
NaN
NaN
NaN
155
2025-08-28 5:53:25
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Capex project status shows as Approved in e-Capex but not interface to EPIC STEPS: Gather all the necessary details (e.g Project name, Invoice No., Error screenshot/screen recording) Assign the ticket to relevant team LOGGING CATEGORISATION: Business service: BAP - HUB - EAPP - ECAPEX Configuration item: E-CAPEX - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: User is calling regarding an issue but his/her desktop/laptop can be found neither in MMS/CMDB nor in Marimba Tool. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed.> STEPS: 1. Log in to Marimba Web console 2. Select "Applications", then "Report Center" 3. Select the "Query Builder" 4. Fill out the search criteria as below: 5. a) If the machine exists in marimba, it will look like this. In this case, the Asset management team needs to check the issue. 6. b) If no machine is found, Marimba needs to be checked on the computer. LOGGING CATEGORISATION: If the machine exists in Marimba: Business service: GIO - PCI - ITSMaaS Configuration item: Hostname Category: Application Subcategory: Functional / Technical issue Assignment group: GIO-ITSM DXC Third Party Maintenance If no machine is found in Marimba: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Functional / Technical issue Assignment group: Onsite support For EU/AMEI: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5
GTS | How to extract the database file from GTS PDT device
English
miranti.ningrum@as.corp.airliquide.com
244
Changhou LOW-SC
Uncategorized
Published
2025-07-30 6:13:54
6
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GTS
NaN
NaN
NaN
169
2025-05-01 10:25:07
#########
NaN
BAP-COE-GTS-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: BAP-COE-GTS-L3 team request to retrieve the database file from the GTS production device for investigation on the GTS PDT application/data issue. BEFORE YOU START: GTS device must be turned on and connected to the internet via GTS device's SIM card POSSIBLE CAUSES: GTS PDT application/data issue. STEPS: To retrieve the database file from the GTS device: 1. Access to Workspace One Admin Console by login with your Workspace Admin credentials. 2. Ensure the "AL _ Helpdesk at Business only" account role was selected as below:- 3. Search device via device's serial number. - Click "Devices" > "List View" and input device's serial number in the "Search List" column and press "Enter" key. 4. Click the device's name to access the device details site. 5. In device details site, select "REMOTE ASSIST" > "Manage Files" as below:- 6. Once clicked on the "Manage Files", the encryption and verification process will be performed automatically. 7. The devices folder list will show once successfully connected to the device. 8. For GTSs device the database location is located in the Pictures > "GTS" subfolder. 9. Click on the Database file with the ".db3" format and select the download icon to download the file to the computer's local drive. 10. Attach downloaded database file to the incident task "INCTSK: ticket and close ticket. How to check the serial number of the PDT device: 1. User need to select the "General setting/Gear icon" on the device. 2. Check the device's serial number under "Device Details info". Connection failed troubleshooting: - Perform below troubleshooting steps if encountered Request timeout error when communicating with the device:- 1. Click the Cross sign icon as below to exit the page. 2. In Workspace One Admin Console page click QUERY and ensure there is a return message to confirm no network issue on the device. 3. Refresh Workspace One Admin Console page and reselect the "REMOTE ASSIST" > "Manage Files" to download the database file. > If you are unable to see the .db3 file on the list > Please contact user and guide to go the PDT device> GTS setting -> Local Database -> Share Local Database, and upload the sharing button. >Open the device from WS1 , file should appear after.
MIR INC0565540 - AE005 site is down no WAN and Internet access (March 19th, 2020)
English
mohamedali.elbaz@am.corp.airliquide.com
4
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:06
13
Major Incident Reports
NaN
#########
NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
0
2020-03-19 16:38:12
#########
NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AE005 site is down no WAN and Internet access Parent, INC0565537 - INC0565540 - March 19th, 2020 Timezone : GMT Total outage duration : 3 Hours 22 Minutes Executive Summary Classification : "Major connectivity outage" On March 19th, 2020 at 12:19 GMT+2, Monitoring reported an incident, affecting Arabian Emirates sites (AE006, AE011, AE005, AE002) and impacting 170 users. The symptoms of the incident were a total loss of connectivity. The a priori root cause was an issue with the customer local ISP The resolution of the incident consisted in : User calls his local ISP, which confirmed an ISP issue On March 19th, 2020 at 15:38 GMT+, the incident is resolved, leading to a service disruption of 3 Hours 22 Minutes A priori root cause Line issue resolved by the ISP and confirmed by the customer. Major steps leading to incident resolution1 Not possible to communicate about it, as the incident was under customer responsibility, we haven't any resolution step for the ticket External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041871. This problem will be cancelled, as the ticket was under customer responsibility (local line issue) 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
19th, 2020, access, ae005, airliquide, bis, bis e&c, com, corp, down, elbaz@am, english, giddey-sc, inc0565540, internet, march, mir, mohamedali, no, site, tim, wan
NaN
KB0017005
MIR INC0582648 - The site is down - 2005E16642 (May 10th, 2020)
English
mohamedali.elbaz@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:06
14
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2020-05-10 16:28:40
#########
NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down - 2005E16642 INC0582648 - May 10th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 8 Hours Executive Summary Classification : "Major connectivity outage" On May 10th, 2020 at 06:27 GMT Monitoring reported an incident, affecting all users at the site The symptoms of the incident were loss of service. The a priori root cause was a line issue on OBS network. The resolution of the incident consisted for OBS to fix the issue On May 10th, 2020 at 14:28 GMT, the incident is resolved, leading to a service disruption of 8 Hours Major steps leading to incident resolution1 May 10th, 2020 08:27 : The ticket was created. 08:28 : The ticket was assigned to a L1 engineer , and he started checking 08:30 : We called OBS to let them know that both nominal and secondary links are out of service. 08:41 : OBS informed us that the lines were impacted by an incident on the Orange network. 08:44 : We started our checks to confirm that all the devices on the site were UP. 16:08 : We confirmed that the site was completely UP for more than 7 hours. 09:53 : we requested an RFO from OBS. 16:27 : OBS provided us with RFO. 16:27 : We closed our ticket Initial root cause RFO : Card changed to Orange center. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041952.
10th, 2005e16642, 2020, airliquide, bis, bis europe, com, corp, down, elbaz@am, english, europe, giddey-sc, inc0582648, may, mir, mohamedali, site, tim
NaN
KB0033464
MIR - AMI-RADNOR - US6169 Site is down | 2022101805906 (October 18th, 2022)
English
mohamedali.elbaz@am.corp.airliquide.com
5
Mohamed Ali ELBAZ-SC
Uncategorized
Published
2023-02-07 16:16:11
16
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2022-10-18 15:42:07
#########
INC1037034
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The AMI-RADNOR - US6169 site is down INC1037034 - October 18th, 2022 Timezone : EST Total outage duration : 3 Hours 11 Minutes 5 Seconds GMT-5 Executive Summary Classification : Major connectivity outage On October 18th, 2022 at 6:31 EST An Internet Service provider outage impacted both the primary and backup circuits at the Airgas HQ in Radnor, PA: AMI-RADNOR - US6169. This outage caused all users at the site to lose access to all network services. The provider corrected a hardware issue, restoring service to the users. On October 18th, 2022 at 9:42 EST the incident is resolved, leading to a service disruption of 3 Hours 11 Minutes 5 Seconds Major steps leading to incident resolution1 October 18th, 2022 06:31 : The primary and backup circuits at the site lost service causing total loss of network services for all users at the site. 09:42 : The ISP resolved their port issue restoring service to both circuits and the site. Initial root cause 09:42 : A service provider hardware failure caused both circuits at the site to lose service. Actions plan Upgrade the site to a BS0 level architecture - Operations & Service Delivery Conduct a failover test - Operations Correct VCE to VCO monitoring issue when connected to MPLS Create a list of critical Airgas sites - Operations External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043789.
Incident analysis Last Update: 2024-04-28 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Problem Description: Ma’aden reported that the Tapping Schedule is not sent by MES to the Alpsys system. ANALYSIS STEPS (Troubleshooting): STEP 1: Open the MES application and go to the Data Exchange Viewer screen and search for the message “ALPSYS Tapping Schedule Approved” sent for the reported shift. If it is sent and failed for reason, it needs to analyze the failure reason and the steps be taken accordingly. If it is not sent, proceed to follow the steps on this document STEP 2: Go to the Pot Tapping Scheduling screen and confirm if the “Accept” button is enabled or not. If the Accept button is enabled, check with the user if they did accept earlier and if there were any errors. In this case, advise the user to validate the data and try to accept it again and see if there is an error.. If there is no error and ALPSYS Tapping Schedule Approved message is generated successfully. Check with operations and confirm that the issue has resolved. If the Accept button is NOT enabled and check the Log Viewer during the time when the tapping schedule was accepted by the user. The time of accept can be identified by ModificationDate of the TappingSchedule record for the shift. select top 100 * from Aluminium.TappingSchedule where ScheduleDate = '2024-04-28 00:00:00.000' AND ScheduleShiftIndex = 1 On this reported scenario, The schedule was accepted and the “Accept” button was disabled. But the ALPSYS Tapping Schedule Approved message is NOT sent at 03:20 am But there was a timeout exception during “Accept” which prevented the MES to send “Alpsys Tapping Schedule Approved” message to the Alpsys. CONCLUSION (or) RESOLUTION STEPS: Advise user to “Unaccept” the tapping schedule by clicking “Unaccept” button; It will enable the Accept button Accept the tapping schedule by clicking the “Accept” button. It will send the Alpsys Tapping Schedule Approved message to the Alpsys system. Below shows the ALPSYS Tapping Schedule Approved message is sent on “Accept” operations. Confirm with operations if the issue has resolved. It is important to note that this resolution must be followed only “Alpsys Tapping Schedule Approved” message is NOT sent by MES due to some error during the accept operations. All other scenarios must be analyzed further and do the action accordingly.
AL Security and BAR+ system configuring access permission for specific user groups
English
mohammed.samiullah@as.corp.airliquide.co
40
NaN
Uncategorized
Published
2025-07-28 13:33:50
8
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-07-28 9:17:40
#########
NaN
BAP-COE-GID-L2
Purpose: AL Security and BAR+ system to be enhanced to allow BAR+ administrators configuring access permission across BAR+ functions for specific user groups.This involves the inclusion of all relevant functions from BAR+ system into BAR PLUS Module within AL Security Assign Right screen, and BAR+ system shall configure user group access right based on AL Security Access Group Right setting. AL Security to be setting up all the relevant BAR+ functions under BAR PLUS. AL Security>Security Manager>Group> Assign Right> Module: BAR PLUS Target Audience: BAR+ users Steps Please follow the below steps in this document to give access to BAR+ application.
access, airliquide, al, al security and bar+ system allow to configuring access permission specific user groups, allow, bar, co, configuring, corp, english, groups, mohammed, permission, samiullah@as, security, specific, system
NaN
KB0055867
Windows Clipchamp app cannot be used after windows upgrade to Win11
English
mohdasnawi.makmon@as.corp.airliquide.com
8
NaN
Windows - Storage / Performance
Published
2025-09-29 12:51:56
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1
2025-09-23 4:18:05
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: After upgrading to Win11, user cannot use Windows Clipchamp apps anymore to edit videos etc. POSSIBLE CAUSES: Windows Clipchamp is a Microsoft Store Apps which the access to Microsoft Store by Air Liquide Device is restricted. STEPS: Guide user to use the web-based apps of Clipchamp. User need to sign in with Google account in order to use. URL: https://app.clipchamp.com/ LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Guide user to use the web-based apps of Clipchamp. User need to sign in with Google account in order to use. URL: https://app.clipchamp.com/ TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
11, after, airliquide, app, apps, champ, clip, clip champ, clipchamp, com, corp, english, makmon@as, microsoft, microsoft store, mohdasnawi, software, store, upgrade, used, win11, windows, windows 11, windows apps, windows store
NaN
KB0020468
BRAVO - Driver registration/modify/delete
English
mohdasnawi.makmon@as.corp.airliquide.com
27
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-10-07 9:43:06
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
28
2025-10-07 9:41:13
#########
NaN
BAP-COE-BLAC-L2
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: Shipping company user called and request to register/modify/delete driver. STEPS: Guided user to contact Scheduler or Assistant because need to modify master data. UPDATE: Guide user to contact Martin-san from Transport Management Group to modify Below manual is for reference only. https://docs.google.com/presentation/d/1kAUwFMJbHxwNSYEyrTzTrgr5c7dXE9Ov4_9fde7tjoQ/edit#slide=id.p3 LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will assist the user to contact the scheduler TICKET TYPE: INC ARTICLE TYPE: FCR TEAM: L1
BTS SQL Check if the project number has a Purchase Order
English
mohdasnawi.makmon@as.corp.airliquide.com
13
Srichandra R-SC
Uncategorized
Published
2025-08-21 9:16:10
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - ORACLE
NaN
NaN
NaN
3
2025-08-21 9:15:54
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Check if the project number has a Purchase Order number POSSIBLE CAUSES: Check if the project number has a list of purchase order numbers BEFORE YOU START: Get the project number from the user STEPS: 1. Run the SQL query below to check on the Project status from the backend and list of PO Check the Project number has a Purchase Order number list SELECT DISTINCT PRO.SEGMENT1 PROJECT_NO, PO.segment1 PO_Number,PO.closed_code PO_STATUS, PO.closed_date FROM apps.po_headers_all PO,apps.PO_DISTRIBUTIONS_ALL DIST,APPS.PA_PROJECTS_ALL PRO WHERE PO.PO_HEADER_ID = DIST.PO_HEADER_IDAND PRO.PROJECT_ID = DIST.PROJECT_IDAND PRO.SEGMENT1 = 'xxxxx' Example : SELECT DISTINCT PRO.SEGMENT1 PROJECT_NO, PO.segment1 PO_Number,PO.closed_code PO_STATUS, PO.closed_date FROM apps.po_headers_all PO,apps.PO_DISTRIBUTIONS_ALL DIST,APPS.PA_PROJECTS_ALL PRO WHERE PO.PO_HEADER_ID = DIST.PO_HEADER_IDAND PRO.PROJECT_ID = DIST.PROJECT_IDAND PRO.SEGMENT1 = 'PCIJR#23-016' 3. Once completed, email user and get confirmation. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration Item: Oracle EBS R12 - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, bts, check, com, corp, english, has, if, list, makmon@as, mohdasnawi, number, order, project, project number has a purchase order list\n sql: project, purchase, r-sc, sql, srichandra
NaN
KB0056918
Unable to upload trips in GTS/DB malfrmed message while uploading consignment in GTS
English
mohdasnawi.makmon@as.corp.airliquide.com
33
NaN
Uncategorized
Published
2025-09-26 5:07:39
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GTS
NaN
NaN
NaN
7
2025-09-26 4:51:23
#########
NaN
BAP-COE-GTS-L2
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: After delivery from PDT, the user needs to upload the consignment from PDT. During the upload process, the user may occasionally encounter an error message such as DB malformed or Object reference not set to an instance of an object. SYMPTOMS: When such a ticket is received, we need to collect the local database from the user, export the below list of table data to Excel and save it. Assignment_productConsignConsign_loadCustomer_holdingsCylinder_assignmentDelivery_itemsDo_customerDo_headerDo_lineDo_reasonPdf_fileProductSignature Truck_return_itemsAfter exporting, import the tables into a clean database. STEPS: Replace the new clean database on the users device by following the steps provided in the knowledge base article: KB Link. Access to Workspace One Admin Console by login with your Workspace Admin credentials. Ensure the AL _ Helpdesk at Business only" account role was selected as below:- Search device via device's serial number. - Click "Devices" > "List View" and input device's serial number in the "Search List" column and press "Enter" key. Click the device's name to access the device details site. In device details site, select "REMOTE ASSIST" > "Manage Files" as below:- Once clicked on the "Manage Files", the encryption and verification process will be performed automatically. The devices folder list will show once successfully connected to the device. For GTSs device the database location is located in the Pictures > "GTS" subfolder.Click on delete After deleting the GtsSQLite.db3, click the upload optionDrag & Drop to attach or click Browse to upload the new file LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Support / Assistance TICKET TYPE: Incident ARTICLE TYPE: FCR, Assign (if needed) TEAM: L1, L2
airliquide, com, consignment, corp, database, db, disk, english, gts, image, kb, kb for gts support team; database disk image is malformed; gts, makmon@as, malformed, malfrmed, message, mohdasnawi, support, trips, unable, upload, uploading, while
NaN
KB0052721
Remove the buyer role access in coupa and not a procurement buyer
English
mohdasnawi.makmon@as.corp.airliquide.com
35
Srichandra R-SC
Uncategorized
Published
2025-08-21 9:31:58
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
12
2025-08-21 9:31:47
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: All APAC ENTITY: BIS APAC SYMPTOMS: Ticket : ADHOC1009619 To remove buyer role in procurement buyer POSSIBLE CAUSES: Remove buyer role in procurement buyer BEFORE YOU START: Go to CARM through EPIC STEPS: 1. To remove buyer role, you may edit your EPIC access via CARM as follows: 1. Under your CARM profile page, go to Access > Epic 3. Untick Buyer > Submit 3. Once completed, email user and get confirmation. For bulk requests (more than 5 accounts), please advise the user to submit Modification of EPIC Roles (Add or Remove Function) request through MyIT Corner LOGGING CATEGORISATION (For Bulk Request): THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner LOGGING CATEGORISATION (For Single Request): Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: FCR, Assignment TEAM: L1, L1.5 Apps
access, airliquide, buyer, com, corp, coupa, english, makmon@as, mohdasnawi, not, procurement, r-sc, remove, remove the buyer role access in coupa \n not a procurement buyer, role, srichandra
NaN
KB0056851
QUEST - Mileage claim for subtrip in cost screen did not align with the trip mileage
English
mohdasnawi.makmon@as.corp.airliquide.com
0
NaN
Uncategorized
Published
2025-08-21 11:05:24
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
1
2025-08-21 11:04:39
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: When user try to confirm trip it will show error ""There is a discrepancy between the sub-trip claimed distance and the trip distance. You can check the claimed distance and the actual mileage on the cost screen. Would you like to confirm this?"" Japanese: "????????????????????????????????????????????????????????????????????" In example as above, the trip mileage is 265.1 compared to the claimed mileage shown 144.０ as below: POSSIBLE CAUSES: Application bug BEFORE YOU START: Confirm with user what is the correct mileage value. STEPS: Close the cost screen.Back at the trip info screen, adjust the mileage value (i.e. change the odometer by +1) > Save > Return to original value (-1) LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Device Subcategory: Hardware Resolution Notes: Modify the trip mileage and save, then change back to earlier value and save. The Mileage claim in cost screen is now equal to the trip mileage TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1 TEAM: L1, L1.5, L1.5 Apps, OSS *Only choose one*
GTS - How to replace the local database file from GTS PDT device
English
mohdasnawi.makmon@as.corp.airliquide.com
147
J'Rose MATUTINA-SC
Uncategorized
Published
2025-09-26 5:06:24
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GTS
NaN
NaN
NaN
90
2025-09-26 5:02:42
#########
NaN
BAP-COE-GTS-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If GTS team is requesting to replace local database file for a PDT device or After delivery from PDT, the user needs to upload the consignment from PDT. During the upload process, the user may occasionally encounter an error message such as DB malformed or Object reference not set to an instance of an object. STEPS: Access to Workspace One Admin Console by login with your Workspace Admin credentials. Ensure the AL _ Helpdesk at Business only" account role was selected as below:- Search device via device's serial number. - Click "Devices" > "List View" and input device's serial number in the "Search List" column and press "Enter" key. Click the device's name to access the device details site. In device details site, select "REMOTE ASSIST" > "Manage Files" as below:- Once clicked on the "Manage Files", the encryption and verification process will be performed automatically. The devices folder list will show once successfully connected to the device. For GTSs device the database location is located in the Pictures > "GTS" subfolder.Click on delete After deleting the GtsSQLite.db3, click the upload optionDrag & Drop to attach or click Browse to upload the new file LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will open the device in Workspace One and will replace the local database file TICKET TYPE: Incident ARTICLE TYPE: FCR, Process TEAM: L1
airliquide, apac, com, corp, database, database disk image is malformed, db, db malformed, device, disk, english, file, gts, hardware, how, how to, image, local, makmon@as, malformed, matutina-sc, mohdasnawi, pdt, replace, rose
NaN
KB0056605
BLAC/OBC/QUEST - How to fix Duty start/end date/time to match real trip BEFORE Consolidation
English
mohdasnawi.makmon@as.corp.airliquide.com
0
NaN
Uncategorized
Published
2025-07-31 17:52:16
3
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
1
2025-07-31 17:51:11
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: *NOTE: This is the method to change/correct the Duty start/end date/time BEFORE Consolidation/Nippo number generated. For trip that has the nippo number/AFTER CONSOLIDATION there is a method to change it with the Nippo Number, refer KB0019787 When user trying to consolidate trip, the Duty start/end date/time did not match the real trip start/end date/time.Usually the date/time for Duty start will be the same with the Duty End Trip status: Trip Completed by Driver (usually) Nippo number will be blank as this is before the consolidation process. POSSIBLE CAUSES: Bug, Consolidation error or human error during data input. BEFORE YOU START: The best practice is to confirm/get below info from the trip.The mileage info for this trip is important for this method. Please confirm with the user. (To save any changes to the trip, the mileage should not be zero) Base: ------------Trip No: Driver: Nippo No (if generated): Trailer No:Truck no: [Status] (Choose one)- Trip Completed by Driver (15)- HT ???????? (16)- Consolidation failed (17)- ????????? (18)- ???????? (19)- ??????? (99) -------------(Info before the changes)Duty Start Date/time: Duty End Date/time: Start Date/time: End Date/time: -------------[IMPORTANT FOR THIS METHOD. Please confirm with the user]Start ODO: x,xxx,xxx.xx KM Return ODO: x,xxx,xxx.xx KMMileage: xxx KM STEPS: Open the affected Trip window and confirm the situation (i.e. as above image)Input the mileage info (the odometer value of Start ODO and End ODO)Now see and compare the Duty start/end date/time with the real trip start/end date/time. BEFORE: Adjust the Start time a little bit, i.e. move it 1 minute earlier. The Duty start/end date/time will automatically match the timing of real trip start/end date/time. AFTER (1) Now return the time back to original position in real trip start. Now the Duty start/end date/time will match the timing of real trip start/end date/time. AFTER (2) As the Duty time and Real time has aligned, Click Save icon. If you are prompted to add reason of the trip changes, add the reason and click save. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Data issue Assignment group (if not L1): BAP-COE-BLAC-L2 TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BLAC/QUEST - Changing the Manager of Operation Instruction ?Unkou shijisho)
English
mohdasnawi.makmon@as.corp.airliquide.com
8
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-08-15 6:16:10
4
GIO Service Desk
NaN
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NaN
BAP - HUB - BLAC - OBC
NaN
NaN
NaN
4
2025-08-15 6:15:34
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NaN
BAP-COE-BLAC-L2
COUNTRY/REGION:JAPAN ENTITY:BIS-APAC SYMPTOMS: Shipping companies PIC contacting SD requesting of Changing the Manager of Operation Instruction （Unkou shijisho Kanrisha henkou/??????????） POSSIBLE CAUSES: Personnel changes BEFORE YOU START: Get the name for the current and the new person in Japanese. PLEASE CONFIRM THE SPELLING IN JAPANESE KANJI ARE RIGHT Example as below: ?????????????????????： ?? ? [??? ???]???： ?? ?? [??? ????]???：107 ????? ?? ????：+81XxXXXXXXX STEPS: Contact Japan QUEST/BLAC support team Hirofumi TSUJI-SC for assistance. Contact user once it has been completed. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Contact Tsuji san from Bulk team to support on the modification. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:JAPAN ENTITY:ALL SYMPTOMS: CANON Imageware is a system that mostly used by the CSC team to manage, send/receive Fax with the customers POSSIBLE CAUSES: Common inquiries: Canon IMAGEWARE software installation to the PCCanon IMAGEWARE fax/printer setupCanon IMAGEWARE related error messages and troubleshooting Example of Imageware issue: STEPS: For Software installation request (Non-Standard Software) > Assign the CATTASK to OSS For other issue, create incident ticket and assign to OSS LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Support/Assistance Assignment group (if not L1): GIO-EUS-FS-JAPAN-L2 ARTICLE TYPE: Temp field to be used until drop down is created for Process, FCR, Assignment *Only choose one* TEAM: OSS
MIR INC0630695 - SPLUNK/Server: Ping Status is KO for SAEU-CRYOP05 (September 18th, 2020)
English
Mohini.MINAL@eu.corp.airliquide.com
0
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:08
11
Major Incident Reports
NaN
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NaN
NaN
NaN
NaN
NaN
0
2020-09-18 11:23:44
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NaN
GIO-CS-SD-WINDOWS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Server: Ping Status is KO for SAEU-CRYOP05 INC0630695 - September 18th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 52 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
18th, 1tp-v3bymdxpbds7qru6howmrdcavatvx5dbugwu3dyg, 2020, airliquide, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1tp-v3bymdxpbds7qru6howmrdcavatvx5dbugwu3dyg/edit, com, corp, docs, document, edit, english, europe, google, https, inc0630695, jean, ko, leroy, link, minal@eu, mir, mohini, ping, saeu-cryop05, september, server, splunk, status
NaN
KB0018516
MIR INC0617948 - SPLUNK/Server: Ping Status is KO for SAME-AMEIP07 (August 17th, 2020)
English
Mohini.MINAL@eu.corp.airliquide.com
0
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:08
11
Major Incident Reports
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NaN
NaN
NaN
NaN
NaN
0
2020-08-17 13:46:06
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NaN
GIO-CS-SD-WINDOWS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Server: Ping Status is KO for SAME-AMEIP07 INC0617948 - August 17th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 55 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
17th, 1xj12tnrjrppjj, 2020, airliquide, august, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1xj12tnrjrppjj_nrbl3egwuhwpewnrwbmmmtp0m-dys/edit#, com, corp, docs, document, edit, english, europe, google, https, inc0617948, jean, ko, leroy, link, minal@eu, mir, mohini, nrbl3egwuhwpewnrwbmmmtp0m-dys, ping, same-ameip07, server, splunk, status
NaN
KB0017514
MIR INC0591326 - SPLUNK/Server: Ping Status is KO for SAEU-LIMSP01 (June 3rd, 2020)
English
Mohini.MINAL@eu.corp.airliquide.com
0
Jean LEROY
Uncategorized
Published
2022-03-07 9:13:38
7
Major Incident Reports
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NaN
NaN
NaN
NaN
NaN
0
2020-06-03 19:41:27
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NaN
GIO-CS-SD-WINDOWS-L2
NaN
1lsh44s, 2020, 3rd, airliquide, bis, bis europe\n \n google docs link :\n https://docs.google.com/document/d/1lsh44s_dbijqp8qt3ohsbh-dffzktxote-hsfuknmqs/edit#, com, corp, dbijqp8qt3ohsbh-dffzktxote-hsfuknmqs, docs, document, edit, english, europe, google, https, inc0591326, jean, june, ko, leroy, link, minal@eu, mir, mohini, ping, saeu-limsp01, server, splunk, status
NaN
KB0025932
CARM - End-User Guide - How to reactivate your ADM Windows account ?
English
mounir.abousalham@eu.corp.airliquide.com
120
Vincent CAO
Windows - Storage / Performance
Published
2025-07-29 20:40:06
27
myITcorner
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NaN
NaN
NaN
NaN
NaN
22
2022-04-15 14:04:08
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GIO-SEC-CARM-L2
How to reactivate your ADM Windows account ? You may need to reactivate an inactive ADM account in case it has been locked for some reasons, such as repeated log-in attempts with invalid password or it could be expired. 1 - Connectez vous à CARM https://carm.apps.airliquide.com/ 2 - Click « My access » menu 3 - Each account can have two background colors depending on its status: blue for active and grey for inactive. So if your Windows Admin Account is inactive or greyed, you will be able to request the reactivation/restore through CARM. 4 - To reactivate an inactive ADM account: Click on the three dots on the down right corner of the inactive account, then click on Restore This pop-up screen appears, check information and then Add justification to allow your manager to take the right decision and click on submit 5 - Your request will be pushed to your CARM manager, the reactivation of your account becomes effective only after being validated by the manager. TIPS : you can track your request by clicking on MyRequest menu then move your mouse on question mark on the right of running status. You will see the name of the person who has to approve your request, then you may contact him/her to approve your request.
abousalham@eu, account, adm, airliquide, cao, carm, carm end user, carm manager, com, corp, end, end-user, english, guide, how, manager, mounir, reactivate, software, vincent, windows, windows adm account, your
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KB0017338
[AdminPass] CACPM344E - Error: Invalid prompt or did not receive any prompt.
English
mustapha.elhachimi@eu.corp.airliquide.co
0
Guillaume LARDEUX
Uncategorized
Published
2025-07-28 16:51:03
7
IT Knowledge
NaN
NaN
NaN
NaN
NaN
NaN
NaN
0
2020-05-25 16:52:35
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GIO-SEC-AD-AUTHENTICATION SERVICES-L2
SYMPTOM When using the CPM to manage UNIX passwords with SSH protocol the process fails with the following error: CACPM344E - Error: Invalid prompt or did not receive any prompt. State: "StartSessionSSH". code: 7001. When trying to logon to the UNIX server from the CPM machine you get the following error message: WARNING - POTENTIAL SECURITY BREACH! The server's host key does not match the one PuTTY has cached in the registry. This means that either the server administrator has changed the host key, or you have actually connected to another computer pretending to be the server. The new rsa2 key fingerprint is: ssh-rsa 1536 61:eb:a5:e9:fa:47:6c:df:d2:60:60:ae:7e:31:bb:b5 If you were expecting this change and trust the new key, enter "y" to updat PuTTY's cache and continue connecting. If you want to carry on connecting but without updating the cache, enter "n". If you want to abandon the connection completely, press Return to cancel. Pressing Return is the ONLY guaranteed safe choice. Update cached key? (y/n, Return cancels connection) Even after you accept the new keys this persists PROBLEM: The problem is that the old SSH keys are cached in the registry of the client machine (CPM machine in this case) SOLUTION: When working with Windows Registry, please always backup the keys prior to modifying them. The answer or the steps taken to resolve the issue: Go to the registry: Start -> run -> regedit Go to where the keys are stored HKEY_USERS\PasswordManager(SID)\Software\SimonTatham\PuTTY\SshHostKeys On the right handside, remove the keys for that particular IP. Identify them by dss/rsa2@22: HELP: To retreive the user SID, use the following command. $objUser = New-Object System.Security.Principal.NTAccount("PasswordManagerUser")$strSID = $objUser.Translate([System.Security.Principal.SecurityIdentifier])$strSID.Value
MIR INC0538284 - AME -Primary Domain Controller (DC01
English
mustapha.elhachimi@eu.corp.airliquide.co
2
Zineb MELAIKIA-SC
Uncategorized
Published
2022-05-09 9:36:27
12
Major Incident Reports
NaN
#########
NaN
GIO - SEC - Secure Server
NaN
NaN
NaN
1
2020-01-15 2:44:30
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NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L3
MAJOR INCIDENT REPORT Date : Document Owner : Cyprien GRASSIN D'ALPHONSE-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AME -Primary Domain Controller (DC01) INC0538284 - January 15th, 2020 Timezone : GMT Total outage duration : 1 Hour 24 Minutes Executive Summary Classification : Major connectivity outage On January 15th, 2020 at 01:24 GMT+ <18:24 = local time; GMT+2 if global>, The Americas Oracle support team reported an incident, affecting connectivity to Fabnet, Jenkins, and UNIX servers affecting 2 countries and impacting 100+ users. The symptom of the incident was an inability to log into some key applications such as Fabnet (Certificates of Analysis), Jenkins (CI/CD Toolset) and other LDAP based servers . The identified root cause was that a domain controller was rebooted to install patches, and when restarting the domain controller was stuck at an error screen not allowing it to boot fully. The resolution of the incident consisted of GIO-SEC support logging into the out-of-band management system for the server and allowing the server to finish booting On January 15th, 2020 at 02:44 GMT+ <19:44 = local time; GMT+2 if global>, the incident is resolved, leading to a service disruption of 1 Hour 20 Minutes Root cause The identified root cause was that a domain controller was rebooted to install patches, and when restarting the domain controller was stuck at an error screen not allowing it to boot fully. Major steps leading to incident resolution1 January 15th, 2020 19:44 : Domain Controller was forced past error screen to continue booting fully Action Items External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041735. Version: V1.0 Date: Author(s): Mustapha EL HACHIMI-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
Registering a badge on a printer connected to Xerox Workplace Cloud (XWC) End user guide MPS For: Windows Devices - Europe Prerequisites You must have the Xerox Workplace Cloud Client installed on your workstation. PIN code If your printer doesn't have a badge reader or you don't use a badge or keyfob, you can use your PIN code: Go to the url xwc.services.xerox.comEnter your e-mail address and click on "Submit". Click on your e-mail address in the top right-hand corner Your PIN code is displayed (Note: the "@" is also part of the PIN code): On the printer, click on the "Connection" button Click on the manual entry button at top right Enter your PIN code and click on "OK". STEP 1 Go to the printer and swipe your badge or Keyfob through the printer's badge reader. The printer will ask you to enter an email address, please enter your enterprise email adress like firstname.lastname@airliquide.com The printer will tell you that an e-mail has been sent to the e-mail address you entered earlier STEP 2 Go back to your laptop/desktop Mail received (if mail not received in inbox. please check Spam folder): Click on the link Register Access Card After an authentication Okta this page will be open, click on YES Click on OK button. You can now return to the printer and pass your badge over the badge reader. Your email will appear in the top left-hand corner and the icons will be unlocked. STEP 3 To access your print jobs, click on the @PrintByXerox icon. Select the document to be printed, then click on the Print button. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Discover Google Meet on-the-go! A new, simplified mobile experience that will make taking calls on-the-go easier and less distracting. Google is introducing a new, simplified mobile experience that will make taking calls on-the-go easier and less distracting. When we join Google Meet from a mobile device, Google will automatically detect whether we are in-motion and prompt us to use On-the-Go mode. Our meeting experience will be streamlined to surface the most important features to keep us focused and save us bandwidth: A simplified interface with access to the most critical features such as mute & unmute, hand raise, and audio device selection. Only key information is displayed, such as the active speaker and the number of people on the call. Your video is automatically turned off. You have the option to view presented content.
Recommandations for Document Management We spend around 4 months per year seeking for information. Document Management is not a waste of time. It allows each collaborator & each Team to Structure Themselves and ensure a better access to relevant, clear & up-to-date information. During 4 weeks, we will provide you recommendations to manage your e-documents. Find here how to identify, classify your documents, choose the relevant tool to manage them along with tips to maintain your documentation. Key Questions to Help you to Manage your Documentation PreliminaryAsk yourself those questions to help you identify which classification and tool is needed. Does this kind of documentation already exist? If yes, where is it stored?Is the document shared with a few people ? Or more than 15 People? In your Team? Outside your Team? Within the Company? Or with External People?What is the document Lifecycle? Will it require any update? Is this content sensitive? Does it require a strong right management policy?What information are KEY in this document? Identifying the complexity of your documentation can also give you clues about the needs of metadatas, maintenance (workflows for approbations & updates) and help you to choose the right tool ?? Use a Naming Convention Naming Conventions are Key to find more Easily Documents. For all Official Documentation or Delivery Document, we advise this Naming Convention, inspired by many benchmarks such as the European Council or Amazon: YEAR_SERVICE_TYPE OF REF_NAME OF DOC ex: 2020_GIO_User Guide_CARM Even if you don't implement it everywhere, try to add at least the Date and a Description of what you will find in the Document ?? Set your URL bar to Cloud Search! When you are mostly searching for Documentation and not navigating in external Sites, you don't need Google as a default search engine in your Computer. We wanted to show you today that we can easily change the default search engine You just need to Follow this 1 Min tutorial in #MyITCorner to know how to do it! ?? Share by Group/Competences and not by Individual ?? Japanese Date Format to store automatically your Files in Drive - ISO 8601 Standard ?? Organize your Drive in General Folders ?? Never let a Document (Doc, Sheet, Slide) at the Root of your Drive! It's the best way to start unorganization! Create General Folders who answer to your Documentation Production (f.e: Documentation, Meetings/Presentations, Projects, Other). When you create a Document, it should be ordered in one Folder, if the Document you've produced doesn't enter in your Folder Tree Structure, is that you haven't thought of all the Dimension of your Document Management Structure. This little daily/weekly action will make you find Documents much more easier and avoid time consuming reviews once a year! If you want to experiment other ways of organization, you can also use Priorities/Starred. ?? Replace Old Logos & Dates on Templates and Old Presentation _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Add GIFs and stickers in Google Slides Use GIFs and stickers library in Google Slides.Google is now allowing us to use GIFs and stickers directly into Google Slides.?? GIFs and stickers empower you to build visual, dynamic, and creative presentations that help you connect with your audience in Slides. How to insert a GIF? To add GIFs to your slides, create a new presentation or open an existing presentation In the menu, go to Insert In Image, select GIFs and stickers Search for GIFs and/or stickers and click on one or several to insert into slides.
airliquide, com, corp, english, gifs, google, google slides, library, mayangha, mayangha@eu, myriam, slides, stickers, use
NaN
KB0055557
The external storage policy
English
myriam.mayangha@eu.corp.airliquide.com
317
NaN
Uncategorized
Published
2025-06-12 14:50:35
8
myITcorner
NaN
#########
3.00
NaN
NaN
NaN
NaN
0
2025-06-12 14:22:40
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NaN
GIO-EUS-Pulse-L3
External storage: The new USB policy! To keep our information and data more secure, a new restriction dedicated to USB keys, DVDs, and SD cards usage was applied. This update is designed to reduce the risk of losing important data or having it accessed by unauthorized individuals. What will happen? Since, April 30th, read-only access is the default configuration. And moving files from a PC to an external storage device (USB keys, DVDs, and SD cards) is no more be possible. What has changed? Users are only able to read files on devices.Users are not able to save or download new files onto them. What has not changed? This policy was not applied to USB devices used for authentication (like smart card readers).It was also not applied to other accessories like headsets. How to request an exception? If users need to move documents to an external storage device for business purposes, a dedicated CARM request is available. This allows them to ask for an exception? Once the request is validated, the restriction applied will be removed for them. STEP 1 Access myCARM (You need to be on a Corporate wifi connection or using a VPN). STEP 2 Click on the My Access section. And select Device Access. STEP 3 Select the USB Mass storage authorization and check Write authorization. STEP 4 Add a justification and click on Submit to send the request. The restriction is now applied by default. This request requires validation from users Manager and local Information Protection Coordinator (IPC). _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, com, corp, data, data security, english, external, external storage, guest, mayangha@eu, myriam, new, new policy, policy, security, storage
NaN
KB0052135
Add Google Groups to a Space in Google Chat
English
myriam.mayangha@eu.corp.airliquide.com
8
Myriam MAYANGHA
Windows - Storage / Performance
Published
2025-07-29 16:16:08
8
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-09-09 15:12:40
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NaN
GIO-EUS-GOPS-DWP-L2
Add Google Groups to a Space in Google Chat Manage your Google Space members with Google Groups. To improve spaces in Google Chat, Google is introducing the ability for space managers and users with the permission to manage members to add Google Groups to a space.With this update, the group members are automatically added to a space and any changes to the group's membership, such as adding and removing members, are also automatically reflected in the space.?? This feature is making membership management, especially adding or removing a large number of members, much easier. ?? Good to know ?? Memberships are updated from Groups to Chat, which means changes to the space membership will not be reflected in the group members list. Some groups and their members may not be visible to all members in the space as group member visibility in spaces will respect the group’s member visibility settings set in Google Groups. Group members can be promoted to space managers. How to manage members? If you are a space manager or have permission to manage members, you can add the Google Group as a member. Select the space and go to space settings. Click Manage members. Select the “+ Add” button and enter the name of the group you want to add. Aditional information:A Google Groups can also be added when creating a new space.
add, airliquide, chat, com, corp, english, google, google groups, groups, mayangha, mayangha@eu, myriam, space
NaN
KB0053893
Automatic picture-in-picture in Google Meet
English
myriam.mayangha@eu.corp.airliquide.com
0
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:40:06
8
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
0
2024-12-05 8:55:07
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GIO-EUS-GOPS-DWP-L2
Picture-in-picture in Google Meet will now open automatically when switching tabs Have you ever lost your video screen after switching to another tab? Google Meets picture-in-picture feature helps to solve this problem. Picture-in-picture mode will now automatically trigger when we switch tabs during a meeting. Previously, we had to manually turn on the picture-in-picture during a meeting. This simple and impactful update, will help us ensure our meeting stays visible and accessiblewhen we need to switch tabs for several reasons: to take notes, to view meeting related documentsto answer to an urgent chat from our colleague ?? The picture-in-picture is only available with Google Chrome on a computer. You can turn this feature off from your Google Chrome settings.
Pin chat messages in Google Meet We can now pin messages to the top of the meeting chat. Pinned messages will appear for all members, even if they join the meeting after the message was initially sent. This makes it easy to ensure that important messages - like links to presentations - are displayed at the top and easily accessible by the participants. Meeting participants can pin and unpin their own messages. Meeting hosts can unpin anyone’s message. How to pin a chat? We can pin a message by hovering over it in the chat window and selecting the pin icon. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Turn history on & off (configuration) How to manage Google Spaces message history? You can auto-delete team chat history after 24 hours. The option allows you to remove unnecessary messages from the conversation. The experience is similar in Gmail and Google Groups, if a space name already exists, an error message will appear. The same will happen if a user tries to edit the name of a space to another name that already exists. How to modify the history? Open Google Spaces from the Gmail sidebar Click the space name at the top and select Turn off history from the drop-down menu. You can also revert the change from this menu. Messages sent with the history off are deleted after 24 hours. ?? Warning: this option is not only available to the creator of the space! Depending on the rights given to members of a space (Space manager), they may be able to delete message storage after 24 hours. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Smooth scrolling in Google Sheets Discover this Google Sheets improvement that improves our scrolling experience. We are happy to announce to you a requested feature that improves control on our scrolling experience in Google Sheets ??With the smooth scrolling, we can scroll to a specific part of a column or a row and stop wherever we would like within the spreadsheet.This new functionality is working with all Sheets features as: frozen rows, hidden columns, charts, buttons, comments, on right-to-left layouts, and when you use scrollbars (instead of a mouse/trackpad). How to use it? We have to use a trackpad, mouse or the scrollbar to access this update within all spreadsheets (new or existing). _______________________________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Improving tables in Google Sheets Discover the new improvements to tables in Google Sheets! Following Google's announcement of tables in Google Sheets, were excited to introduce improvements to the experience. More specifically, we can now: 1. Add table rows (anywhere in a table) and columns (to the right of a table) from an easy button at the edge of a table. 2. Automatically set column types when converting a range to a table. 3. Drag values down or across to auto-fill cells, which expands the table automatically. 4. Use spaces in table names, meaning you can name something Project tracker instead of Project_tracker. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Introducing a new look and feel for Google Calendar on the web Starting now, we can notice a refreshed user interface in Google Calendar that is in line with Google Material Design 3 and includes: Controls (like buttons, dialogs, and sidebars) that are more modern and accessibleInterface typography that uses Googles custom-designed and highly-legible typefaces Iconography with a fresh look Google is also introducing the ability to switch between light mode, dark mode or device default theme options. This will provide us a more comfortable, customizable viewing experience and can also reduce battery usage. These updates are applicable across the entire calendar web experience, including the task list section. When using the tasks.google.com URL, we are redirected to the refreshed interface and we have the ability to choose between light or dark mode. How to turn on the Dark Mode? Go to the settings icon in the top right corner. In the "Appearance" , select Light, Dark or Device default.
airliquide, calendar, com, corp, english, feel, google, google calendar, look, mayangha, mayangha@eu, myriam, new
NaN
KB0053579
Review a document using annotations in Google Meet
English
myriam.mayangha@eu.corp.airliquide.com
3
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:40:02
9
myITcorner
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NaN
NaN
NaN
NaN
NaN
0
2024-11-14 8:56:34
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GIO-EUS-GOPS-DWP-L2
Review a document using annotations in Google Meet Discover a new feature that allows us to use new tools to highlight content or make other notations over presented content. Google is now introducing annotation tools in Google Meet. Presenters and their appointed co-annotators can use these tools to highlight content or make other notations over presented content. Annotations will be on by default when we begin presenting. We will be able to open the annotations menu to access various tools such as a pen, disappearing ink, sticker, text box, and more. And the annotated content will be visible by all during a meeting. 💡 Annotation tools can help you better showcase content and engage with your audience while presenting content in Google Meet. They can be useful in a variety of situations, including: Guiding large groups of users through content, such as a new software trainingCapturing information in real time, like jotting down brainstorming ideas How to assign a co-annotator? To assign a co-annotator, from the people panel or by hovering over a users video tile, select more options (three-dot icon) and select add as co-annotator. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, annotations, com, corp, document, english, google, google meet, mayangha, mayangha@eu, meet, myriam, review, using
NaN
KB0053895
Granular control options for who can respond to Google Forms
English
myriam.mayangha@eu.corp.airliquide.com
4
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:40:06
8
myITcorner
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NaN
NaN
NaN
NaN
0
2024-12-05 9:19:06
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GIO-EUS-GOPS-DWP-L2
Adding granular control options for who can respond to Google Forms Last year, Google introduced a beta that gives Google Forms creators more granular control over who can respond to their forms via sharing settings. Previously, form creators had two sharing options: restrict responses to users within their domain (and trusted domains) or make forms public (for example: anyone with the URL can respond). With this new option, now generally available, form creators can limit response access to specific users, groups, or target audiencessimilar to how file owners can restrict the sharing of Google Docs, Sheets, Slides or Sites in Drive. 💡 This feature is useful in any scenario where we want to control who can respond to a form. ?? Form creators must publish their form to enable responders to view the form or submit a response. ?? Form creators can see who has access to the form and share response access to specific users, groups, or target audiences.
airliquide, can, com, control, corp, english, forms, google, google forms, granular, mayangha, mayangha@eu, myriam, options, respond, who
NaN
KB0054010
Granular control options in Google Forms
English
myriam.mayangha@eu.corp.airliquide.com
6
Myriam MAYANGHA
Uncategorized
Published
2025-01-08 15:05:41
5
IT Knowledge
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NaN
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0
2024-12-12 8:58:50
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GIO-EUS-GOPS-DWP-L2
Adding granular control options for who can respond to Google Forms Previously, form creators had two sharing options: restrict responses to users within their domain (and trusted domains) or make forms public (i.e. anyone with the URL can respond). With this new option, now generally available, form creators can limit response access to specific users, groups, or target audiencessimilar to how file owners can restrict the sharing of Google Docs, Sheets, Slides or Sites in Drive.
Reset your Windows Password Easily with this New App!
English
myriam.mayangha@eu.corp.airliquide.com
492
NaN
Windows - Storage / Performance
Published
2025-05-09 14:19:31
13
myITcorner
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5.00
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0
2025-04-08 12:12:55
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GIO-EUS-Pulse-L3
Did you know a third of all a third of all IT requests to the Service Desk are for Windows password resets? To improve the password experience, the IT Team is introducing the Reset Password Application! With this new app, you will be able to easily and quickly reset your Windows password yourself, whenever you need to! How will it benefit you? Using this Reset Password will provide you new advantages such as: Autonomy Rapidity Continuous security Reset your Windows password on your own without any help Quick access and instant password update Contribute to maintain our security level How to access it? The app will appear automatically on all Air Liquide devices and accessible through different ways on your device: From your home screen It will be available on your home screen From Intelligent Hub App It will be available in Intelligent Hub from the New and "Recommended" section. How to reset your password? ?? Your device needs to be linked with OKTA* to access corporate applications (Google tools and applications) in a secure way and connected to the Air Liquide network for a successful password reset. STEP 1 From the Reset Password App, enter your email address and click on Next. STEP 2 Click on Send me an email. Then insert the code sent to you by email and click on Verify. STEP 3 Select an authentication method STEP 4 Enter your new password following the password requirements Need more information?Learn how to connect your devices with Okta. *Multi Factor Authentication group solution to access securely corporate applications
Google Meet hosts can pin multiple tiles for all meeting participants
English
myriam.mayangha@eu.corp.airliquide.com
5
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:40:05
9
myITcorner
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0
2024-11-21 9:27:39
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GIO-EUS-GOPS-DWP-L2
Google Meet hosts can pin multiple tiles for all meeting participants As a meeting host or co-host, we can now pin up to three specific tiles for all meeting participants. By doing so, we are able to help ensure the meeting is focused on key presentations and speakers. This feature can be useful when several hosts are sharing their screen. When screen sharing is stopped, we tend to lose the main screen share. With this feature, we can help pin the shared screen for all participants. 💡 This is especially helpful for large meeting scenarios like webinars where hosts need to focus everyone on particular content. 💡 All participants can unpin these tiles on their screen if they wish. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, all, can, com, corp, english, google, google meet, hosts, mayangha, mayangha@eu, meet, meeting, multiple, myriam, participants, pin, tiles
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KB0053720
Pre-configure meeting notes, recordings, and transcripts from the Calendar invite
English
myriam.mayangha@eu.corp.airliquide.com
13
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:40:05
30
myITcorner
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0
2024-11-21 9:30:42
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GIO-EUS-GOPS-DWP-L2
Pre-configure meeting notes, recordings, and transcripts from the Calendar invite Discover this new feature that allows us to configure a meeting artifacts a meeting in Calendar. Meeting hosts can now pre-configure meeting notes, meeting recordings and meeting transcripts from the calendar invite. 💡 This helps ensure that these specific artefacts are captured automatically, reducing the need for the meeting host to turn them on during the meeting. This update will eliminate awkward pauses or the risk of forgetting to turn them on. How to configure it? You can configure these artifacts from the Calendar invite by going:Settings In the Meeting records section and by selecting which artifacts you want automatically applied. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, calendar, com, corp, english, google, google calendar, invite, mayangha, mayangha@eu, meeting, myriam, notes, pre-configure, recordings, transcripts
NaN
KB0053583
Preview files in Google Drive with new hovercard feature
English
myriam.mayangha@eu.corp.airliquide.com
16
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:40:02
28
myITcorner
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0
2024-11-14 9:23:06
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GIO-EUS-GOPS-DWP-L2
Preview files in Google Drive with new hovercard feature To review files in Google Drive, you currently have to open each file manually or right-click on a file and then click Open with > Preview from the context menu. Additionally, if you want to see what updates have been made to a file, you have to open the file and view the Activity Dashboard. Google is now introducing file hovercards in Google Drive to improve this experience and help you complete tasks faster without having to open multiple tabs. When we place our cursor over a file icon in Google Drive on the web, a hovercard will appear with a thumbnail of your file and other relevant information, such as file type, file owner, who recently modified the file and when they last modified the file. 💡 This new experience may help save time by enabling to gain context on your files without having to open the information sidebar to view details and recent activity. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Updated design for meeting controls in Meet Google Meet is gradually improving and modernizing the in-call experience with the Material 3 Design System. The first update is related to the lower bar of in-call controls in Meet. The controls will feature refreshed colors and dynamic shapes to highlight when we are muted or when the controls are active. ?? This is strictly a design update and that there are no changes to functionality. We will see these updates when: Using Google Meet on the web, picture-in-picture mode, and using Meet within other apps like Docs or Slides.Watching a live stream from your browser. Using meeting room hardware within conference rooms. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Discover how to star important Google Chat messages
English
myriam.mayangha@eu.corp.airliquide.com
0
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:16:07
7
myITcorner
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2024-09-09 14:27:39
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GIO-EUS-GOPS-DWP-L2
Star important messages in Google Chat Discover how to star important Google Chat messages Google is now introducing starred in Google Chat (web interface). An additional shortcut in the redesigned navigation panel that helps us to stay on top of our most important messages in Chat. This feature enables us to “star” any messages in Chat for easy access via the starred shortcut in the navigation panel, and can be useful when we need to come back to a message later. How to star a message? To star a message, hover over the message and click the star icon or click on the three dot overflow menu to display the star option. You can unstar a message from the original message or unstar messages from the shortcut (Starred section in the left panel).
airliquide, cha, chat, com, corp, discover, english, google, google cha, how, important, mayangha, mayangha@eu, messages, myriam, star
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KB0053580
PIP in Meet will now open when switching tabs
English
myriam.mayangha@eu.corp.airliquide.com
0
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:40:02
9
myITcorner
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0
2024-11-14 9:02:11
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GIO-EUS-GOPS-DWP-L2
PIP in Meet will now open when switching tabs Google Meet's picture-in-picture mode now automatically triggers when switching tabs during a meeting, ensuring the meeting stays visible and accessible. Have you ever lost your video screen after switching to another tab? Google Meets picture-in-picture feature helps to solve that problem, but now weve made it even easier. Picture-in-picture mode will now automatically trigger when you switch tabs during a meeting. Previously, you had to manually turn on this feature during a meeting. This simple, yet impactful update, will help ensure your meeting stays visible and accessible if you need to switch tabs to take notes, view meeting related documents, and more. Note that picture-in-picture is only available with Google Chrome on a computer. 💡You can turn this feature off from your Google Chrome settings. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Discover this feature that will permit to create shareable video presentations in Google Slides.
English
myriam.mayangha@eu.corp.airliquide.com
5
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:16:07
17
myITcorner
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2024-09-09 14:13:38
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GIO-EUS-GOPS-DWP-L2
Create video presentations in Google Slides Google is introducing slides recordings, a new Google Slides feature that lets us easily record ourselves presenting, and then share the presentation with others to view when it works for them. ?? From webinars, to employee trainings, slides recordings help us effortlessly record visual and engaging presentations without ever leaving Slides. This feature helps you share more engaging video presentations with others for easy, flexible viewing. Whether sharing video content inside of your company or externally, with slides recordings you don’t need to use a separate video recording tool. You can use your computer's camera and microphone to add your voice and webcam feed to your recording. ??Recordings cannot be created on mobile devices and are not accessible from the Slides mobile app. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, com, corp, create, discover, english, feature, google, google slides, mayangha, mayangha@eu, myriam, permit, presentations, shareable, slides, video, will
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KB0053734
Allow dropdown chips to have multiple selections in Sheets
English
myriam.mayangha@eu.corp.airliquide.com
14
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:40:06
26
myITcorner
NaN
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NaN
NaN
0
2024-11-22 16:30:52
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GIO-EUS-GOPS-DWP-L2
Allow dropdown chips to have multiple selections in Sheets Previously, dropdowns could only have one value selected in Google Sheets. Starting this week, were introducing the ability to allow for multiple selections within a dropdown. 💡 This functionality is useful in scenarios when multiple project milestones, statuses, or teams are applicable for one item. _______________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Unsubscribe from emails on Gmail more easily If you signed up on a site that sends lots of emails, like promotions or newsletters, you can use the unsubscribe link to stop getting these emails. Managing unwanted emails is a source of frustration for many users. Google is introcing a new ways to make it even easier to unsubscribe from unwanted emails in Gmail on web and mobile by: Adding the unsubscribe button to the hover actions in the threadlist on web. When the unsubscribe button is clicked, Gmail sends a http request or an email to the sender to remove your email address from their mailing list. Moving the unsubscribe button from the three dot menu to appear more prominently in your email on your Android and iOS devices. Additionnaly, Google is also changing the text of the buttons to make it clearer for users to choose between unsubscribing or reporting a message as spam. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
MIR INC0718792 - Multiple SDWAN locations unable to access Intranet and Internet applications - URGE
English
n.elghzouaniachik@am.corp.airliquide.com
2
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:20:14
17
Major Incident Reports
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GIO-NET-Site Connectivity
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NaN
1
2021-04-01 3:53:19
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Multiple SDWAN locations unable to access Intranet and Internet applications - URGENT | INC0895909 | INC000021542886 INC0718792 - March 31st, 2021 Timezone : GMT+8 Total outage duration : 4 Hours Executive Summary Classification : "Major connectivity outage" On April 1st, 2021 at 4:51AM. Users reported an incident, affecting all SDWAN users in the APAC zone. The symptoms of the incident were no access to Intranet or internet applications. A priori root cause was a side effect of the change being carried out on SG004, after enabling routing between SDWAN boxes and 2 new Singtel MPLS links (CHG0122446). The resolution of the incident consisted in disabling the interface going to new links. On April 1st, 2021 at 8:51AM, the incident is resolved, leading to a service disruption of 4 Hours Major steps leading to incident resolution1 April 1st, 2021 4:51AM: P1 incident reported by New Zealand users, routed to network team level 1 for investigation 8:15AM: More countries (eg. Thailand, Korea) reported the same issue 8:25 AM : The oncall L3 engineer has been engaged for investigation with APAC Network team 8.51 AM : Changes made in CHG0122446 were rollback. Initial root cause 8:25 AM : The change CHG0122446 has been identified as root cause of the issue Actions plan Provide tester for critical changes to validate all resources reachability. Action: APAC team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042486.
MIR INC0647053 - The DATA_FR197-FR198 is DOWN (October 26th, 2020)
English
n.elghzouaniachik@am.corp.airliquide.com
3
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:09
16
Major Incident Reports
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GIO-NET-Site Connectivity
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NaN
NaN
1
2020-10-27 19:49:40
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GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The DATA_FR197-FR198 is DOWN INC0647053 - October 26th, 2020 Timezone : GMT Total outage duration : 1 Day 11 Hours 12 Minutes Executive Summary Classification : "Major business apps outage" On October 26th, 2020 at 08:03 GMT users reported an incident, affecting whole of the users in this 3 sites (FR240 / FR197 / FR198) and around 50 external users. The symptoms of the incident were users unable to connect to the NAS application The a priori root cause was that following a change of switches on the previous friday which could not be successfully completed, because a device with a faulty configuration was provided Consequences was a loss of the NAS server The resolution of the incident consisted in configuring one of the new switches to accept the NAS server. On October 27th, 2020 at 03:30 GMT, the incident is resolved, leading to a service disruption of 1 Day 7 Hours Major steps leading to incident resolution1 October 26th, 2020 08:03: Helpdesk open ticket with priority 2 because Data servers of FR197 and FR198 are unreachable, impacting almost 50 users L1 engineer in charged checked the router and the many switches on site. Could not find any issue. Checked informally with L2 for new avenues of investigation. 11:21: Escalation received from Charly Lo asking to SFR L2 team to investigate the issue, indicating that the problem is related to the change CHG0091428 11:48: Incident taken in charge by SFR L2 team who start immediately the investigations 01:00: A troubleshooting session was done with SFR, the local contact and CS team. The conclusion was that NAS servers were connected to the newly installed switch units which weren’t configured for servers during the change due to the fact that NAS servers were never mentioned before, during after the change. SFR L2 engineer suggested to move the servers to the reachable units of the switch FR240-SW01-Rdc-Est, but the site’s technician wasn’t there to do it, and the site contact did not want to volunteer. So it has been decided to dispatch a technician on site the next day. October 27th, 2020 08:16: The ticket has been escalated to SFR L3 team 09:00: The L3 engineer accessed the switches. The ports where the NAS servers were connected have been identified and configured in vlan 21 dedicated for servers. However, this action didn’t solve the issue. 10:43: SFR project team confirmed the dispatch of a technician to the site 11:30: The technician arrived on site. 11:55: A power outage on site due to some maintenance work at the same time, which lasted around 46 minutes 12:15: SFR suggest to move the servers’ cables to Unit1&2 of the switch since the technician is on site but the local contact preferred to get CS team agreement first since they manage the servers 01:05: A resource from CS has been identified, the CS L3 engineer provided the target configuration for the server ports 03:00: The switches have been configured and stacked then the uplinks to the servers were setup with the details provided by CS. 03:30: the servers were back on line, local contact and CS confirmed that everything is back to normal Initial root cause During the change CHG0091428, NAS servers were connected on new switches which weren’t configured to support them because SFR had no idea that those servers were on site. Actions plan Make sure that technicians have all the necessary tools for an intervention ( Console cable HP and Cisco, laptop with webex and putty installed, Internet access…) : Action SFR Project team Configure an IP address on the switches prepared for stacking to allow the remote access in case of problems: Action Run team Collect information about any critical servers hosted on site, in order to make sure that it’s tested during the change: Action AL Delivery team Make sure the customer is aware that all applications must be tested after a change: Action AL Delivery team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042181.
2020, 26th, airliquide, bis, bis e&c, com, corp, data, down, elghzouaniachik@am, english, fr197-fr198, giddey-sc, inc0647053, mir, october, tim
NaN
KB0053518
MIR INC1556436 - OE Servers Unable to communicate with ROCS (November 8th, 2024)
MIR INC1000644 - The site is down | NCR: INC1728169 (August 22nd, 2022)
English
n.elghzouaniachik@am.corp.airliquide.com
0
Nadia EL GHZOUANI ACHIK-SC
Uncategorized
Published
2022-10-03 14:57:28
16
Major Incident Reports
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2022-08-23 12:44:16
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INC1000644
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down | NCR: INC1728169 INC1000644 - August 22nd, 2022 Timezone : GMT-5 Total outage duration : 29 Minutes Executive Summary Classification : Major connectivity outage On August 22nd, 2022 at 1:07 local time GMT-5 A managed service provider pushed a configuration update to the network routers at the US Headquarters. This update caused a loss of network connectivity, which impacted Large Industries ability to remotely monitor their industrial facilities in AME for the duration of the outage. The routers self corrected the issue by rolling their configuration back to the last working version to restore service. On August 22rd, 2022 at 1:36 GMT-5 ; the service was restored, leading to a service disruption of 29 minutes The primary root cause is that the service provider applied a faulty configuration update to the routers at the US Headquarters. Major steps leading to incident resolution1 August 22nd, 2022 01:07: The P1 incident ticket has been created following alarms received for US407 core switch and router by L1 team 01:15 : Several tests performed to identify the cause of the outage 01:29 : L1 engineer call Travis CUMMINGS who advices that no one was on site but he will get someone to help for the checks 01:36 : The access was restored, no logs on US407 devices indicating the reason 07:49 : Ticket escalated to L3 to investigate the root cause: the outage was a side effect of an issue on US203-VCEs handling the traffic for US407 as well. The Velocloud detected awrong configuration which cause an automatic rollback to the last correct configuration hence causing the distruption Initial root cause 07:49 : The Velocloud at US203 detected a wrong configuration which cause an automatic rollback to the last correct configuration hence causing the distruption Actions plan Obtain an RFO from NCR for the failed configuration update. - SFR Work with LI and Solution team to migrate the site to non dependent architecture - SFR/GIO/LI External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043654.
2022, 22nd, achik-sc, airliquide, august, com, corp, down, el, elghzouaniachik@am, english, ghzouani, inc1000644, inc1728169, mir, nadia, ncr, site
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KB0024694
MIR INC0855515 - Major outage - All nodes down on DMVPN EMEA (December 7th, 2021)
English
n.elghzouaniachik@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:18:04
23
Major Incident Reports
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NaN
NaN
0
2021-12-07 19:28:08
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INC0855515
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major outage - All nodes with major degradation on DMVPN EMEA INC0855515 - December 7th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 40 Minutes (total) Executive Summary Classification : "Major connectivity outage" 1st incident : -On December 7th, 2021 at 16:25 GMT+1 -On December 7th, 2021 at 16:35 CET GMT+1, the incident is resolved, leading to a service disruption of 10 Minutes 2nd incident : On December 7th, 2021 at 17:45 GMT+1 On December 7th, 2021 at 18:15pm GMT+1, the incident is resolved, leading to a service disruption of 30 Minutes Technical impacts for both incidents were the same: The security team reported an incident, affecting over a 100 firewalls in EMEA The technical impacts of the incidents were: - A total loss of Intranet service for many sites. (Sites using DMVPN routers) - An Internet outage on a few sites (where the session wasn't locally initialized using proxy Z-Scaler) The a priori root cause was a network provider Issue. The resolution of the incident consisted in waiting for the network provider services to be resumed. (Waiting for the provider root cause analysis for more details) Technical note : Please note that the incident was due to packet loss, therefore the DMVPN affected scope did not raise an automatic P1 via monitoring. It was created after GIO-NET received user feedback by chat at 18:43. (DMVPN equipments can only detect down links, at contrary to SD-WAN) Major steps leading to incident resolution1 December 7th, 2021 16:25 : Incident reported by the Security team affecting many firewalls 16:35 : Access to the firewalls is resumed 17:45 : same incident for the second time 18:15 : Access to the firewalls is resumed 18:43 : GIO created the incident INC0855515 after getting user feedback by chat, to follow-up and investigate the logs, which confirmed what happened earlier. Initial root cause Lumen network is unstable. Links were flapping. NB: Since the link did not go down totally but only experienced heavy packet loss, automatic re-routing did not kick in for DMVPN. For the sites with SDWAN routers, the incident was transparent as the SDWAN technology is able to detect the flapping and proceed to the automatic failover. Actions plan Short term: -Switch the primary and secondary Internet access for the Datacenters (FR000-Lumen Brussels <> FR789-Lumen Paris) Lumen to do a complete check-up of the DC equipments and eventually replace the BGP router cards Implement an automatic failover based on flapping SLA -Reinforce the contract SLA under negociation with Lumen >> End of February Mid-Term: -Add another ISP (COLT) for the internet access on DC to have more redundancy External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042979.
2021, 7th, airliquide, all, com, corp, december, dmvpn, down, elghzouaniachik@am, emea, english, giddey-sc, inc0855515, major, mir, nodes, outage, tim
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KB0034435
MIR INC1089470 - Email issue - not receiving emails (January 6th, 2023)
MIR INC0631052 - Cant connect to (SFTP) sftp://204.62.206.160 (September 19th, 2020)
English
nadir.bholah@eu.corp.airliquide.com
7
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:16:08
13
Major Incident Reports
NaN
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NaN
GIO-NET-Site Connectivity
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NaN
NaN
2
2020-09-20 0:27:16
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NaN
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Can't connect to SFTP for Workday INC0631052 - September 19th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 30 Minutes Executive Summary Classification : Major business apps outage On September 19th, 2020 at 19:06 GMT+ Air Liquide Advanced Materials users reported an incident, affecting payroll imports from Workday (1 country affected) and impacting 200 users. The symptoms of the incident were no imports from Workday (Americas HR system) could be seen in the payroll systems of ALAM. The a priori root cause was that a change made to a rule in the internet firewall reverted after the next change, overwriting a source IP for SFTP. The resolution of the incident consisted in replacing the corrected rule and ensuring it did not revert On September 19th, 2020 at 19:36 GMT+, the incident is resolved, leading to a service disruption of 1 Hour 30 Minutes Major steps leading to incident resolution1 September 19th, 2020 15:02 : MOD Contacted, investigation started 15:36 : Issue found and reverted, systems confirmed working Initial root cause A change made to a rule in the internet firewall reverted after the next change, overwriting a source IP for SFTP. Actions plan PSS - L3; Follow up on Palo Alto vendor case (#01592872) This ticket is open to investigate how the rule reverted without intervention External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042128.
MIR INC0700340 - DE- printing from SAP OPERA not possible - all plants (February 23rd, 2021)
English
nagabhushanam.padala@eu.corp.airliquide.
3
Jean LEROY
Printing / Devices
Published
2021-08-24 11:44:19
14
Major Incident Reports
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GIO - EUS - Managed printing services
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1
2021-02-23 12:35:55
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GIO-CS-SD-SAP APPS-L2
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1xcdz7gcg6vl, 2021, 23rd, 40y, airliquide, all, cibnfvvvi8yzdo8yh7x7y9mmzao, com, corp, de-, docs, document, edit, english, february, google, google docs link :\n https://docs.google.com/document/d/1xcdz7gcg6vl_cibnfvvvi8yzdo8yh7x7y9mmzao_40y/edit\n \n sap opera printing, https, inc0700340, jean, leroy, link, mir, nagabhushanam, not, opera, padala@eu, plants, possible, printer, printing, sap, software
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KB0019299
MIR INC0667449 - Inconsistency in Table VBAP after having imported December Maintenance Bundle (Dec
English
nagabhushanam.padala@eu.corp.airliquide.
1
Jean LEROY
Uncategorized
Published
2021-08-24 11:44:19
10
Major Incident Reports
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SAP Authorization
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NaN
1
2020-12-11 7:52:51
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GIO-CS-SD-SAP APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Inconsistency in Table VBAP after having imported December Maintenance Bundle INC0667449 - December 10th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 9 Hours 23 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1icrjwx6dnwmiirjahswo4h86qrztavpmqiyb4jsmcxq, after, airliquide, bundle, com, corp, dec, december, docs, document, edit, english, gjdgxs, google, having, heading, https, imported, inc0667449, inconsistency, jean, leroy, link, maintenance, mir, mir inc0667449 - inconsistency in table vbap after having imported december maintenance bundle (dec\n link to mir : https://docs.google.com/document/d/1icrjwx6dnwmiirjahswo4h86qrztavpmqiyb4jsmcxq/edit#heading=h.gjdgxs, nagabhushanam, padala@eu, table, vbap
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KB0016152
MIR INC0557851 - Invoicing process - all jobs finished by Lock table overflow (March 2nd, 2020)
English
nagabhushanam.padala@eu.corp.airliquide.
1
Jean LEROY
Uncategorized
Published
2023-02-07 10:38:12
27
Major Incident Reports
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GIO-CS-EUR-Managed Apps SAP
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5
2020-03-02 22:25:49
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GIO-CS-SD-SAP APPS-L2
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11u04iisqtui86hqlljnkzrecibpz2rtxfh, 2020, 2nd, airliquide, all, bis, com, corp, docs, document, edit, english, europe, failure, finished, google, hazbylau, https, inc0557851, invoicing, jean, job, job failure\n bis europe\n \n google docs link :\n https://docs.google.com/document/d/11u04iisqtui86hqlljnkzrecibpz2rtxfh_hazbylau/edit#, jobs, leroy, link, lock, march, mir, nagabhushanam, opera, overflow, padala@eu, process, prod, sap, sap opera - prod, software, table
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KB0050708
Oracle - To assign Asset category to an existing FA Book
English
narayanan.s@as.corp.airliquide.com
57
Sheetalsatish BAJAJ-SC
Uncategorized
Published
2025-07-28 22:52:17
7
IT Knowledge
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37
2024-07-25 19:40:17
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BAM-APP-L2-ORACLE-R12-SOA
Introduction: This KB document has been prepared to provide the steps involved in assigning the FA Category to an existing FA book. Scope: The scope of this document is limited to provide the steps required for FA category assignment, in case of new FACategory Flexfield creation that request has to be routed to IT Team. Purpose: In business scenarios, a lot of time IT team get catalog tickets for FA Category assignment, to make users aware of the process to assign the category this document is being prepared. Assumption: User has the access to the required responsibility (Fixed Assets Admin). If not, get it through CARM Major, Minor and Sub-category are already created, if not then please raise a catalog ticket with the IT Team. What is a FA Category : Category information is common for a group of assets. Oracle Assets defaults these depreciation rules when users add an asset, to help users add assets quickly. If the default does not apply then users can override the defaults for an individual asset in the Asset Details window. Users can set up default values for each category in each FA book. Navigation to Asset Category Assignment window: Go to the respective Fixed Asset Admin Responsibility > Setup > Asset System > Asset Categories Open the Asset Categories window Enter a Category name and Description to identify the asset category you want to set up Check Enabled if you want to use this category Check Capitalize if you want to charge items in this category to an asset account when you pay for them and if you want to depreciate items in this category Check In Physical Inventory if you want assets in this category to be included in physical inventory comparisons Choose Lease, Leasehold Improvement, or Non-Lease from the Category Type poplist Choose Owned or Leased from the Ownership poplist Enter the Property Type and Class to which the assets in this category usually belong (We usually keep this field as blank) Once all this information is provided you can mention the FA Book to which you want to assign the category and all the respective COA can be defined which will be defaulted whenever any asset is booked under the category selected Last step is to click on Default Rules and provide the depreciation details like method and conventions Illustrating the asset category assignment process with data: Suppose below category is required to be assigned to SOXAL FA Book: Major Category: CYL @ COST Minor Category: CC1471 Sub Category: 15 YRS LIFE Provide all the COA details as per the- category and after that click on Default Rules tab at the bottom of this page. In Default Rule tab provide the details regarding depreciation method, life, prorate convention and retirement convention. Once these changes are updated, save your work. Category Assignment setup is completed. Now we can use given category for SOXAL FA Book. Note: If the minor category and/or major category itself is missing, you can then raise a CATALOG to only get them created and then you can follow this KB to assign it to book.
EPIC to Oracle Interface (Project, Task, expenditure type not shown in EPIC)
English
narayanan.s@as.corp.airliquide.com
4
NaN
Uncategorized
Published
2025-09-08 6:04:45
5
myITcorner
NaN
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NaN
NaN
0
2025-09-08 6:03:41
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BAP-COE-ORA-L2
COUNTRY/REGION: APAC ENTITY: BIS-APAC _ SYMPTOMS: For Project not showing in EPIC STEPS: 1. Login to Oracle E-Business Suite for ALPROD (https://alprod.as.corp.airliquide.com:443) 2. Click on Projects, a security warning will appear, select the checkbox and click on Run. 3. 'Find projects' Window will appear. Enter the project number/ name for which details are not showing in EPIC. After that please click on Find button 4. Click on Open 5. A Project window will open. Check for the project end date (it should have a future/current date for project to show in EPIC) 6. If the project has end dated, get a future date/current period date from the user. Then, change the specified date as end date and click on Save button provided on the top. 7. The project should appear in EPIC within 2 hours. -> If the project has not end dated: 8. Put a space without editing anything (do not remove any character from long name) at the end of the Long Name and save it by clicking on the save button. This is done to refresh the project as there is a background program that interface the data from Oracle to EPIC and by refreshing the project that program is run once again. 9. Following the above steps the project should appear in EPIC within 2 hours. For Project tasks and Expenditure type not showing in EPIC STEPS: 1. Login to Oracle E-Business Suite and navigate to Projects window following the above mentioned steps (1,2,3,4) 2. Open tasks and check whether the task dates have been aligned with the project dates or not Similarly, Open transaction controls and check for transaction control dates if they are aligned with the project date 3. If the project end date is different from task dates & transaction control dates, go to tools and click on 'Cascade Project dates to Transaction Controls dates' (this will align the project date and task & transaction control dates) 4. Click on Save button. 5. The tasks and expenditure type will appear in EPIC within 2 hours. -> If the task & transaction control dates have been cascaded: 6. If the task and project end date are same and still task is not visible in EPIC then, Open tasks and put a space at the end of the task description of all the tasks and click on save button. This will refresh the project. 7. After this the project tasks will be synced to EPIC. 8. Similarly, if transaction controls dates are aligned with the project date and expenditure type still not visible in EPIC then, Open Transaction controls and put a space at the end of the of all the expenditure type and click on save button. This will refresh the project. 9. After this the expenditure type should appear in EPIC within 2 hours. Note: There is a background program that runs every 15 min. If the issue is still not resolved, please reach out to Service Desk. ARTICLE TYPE: Assignment TEAM: End User
airliquide, cascading, cascading task dates, checking, checking project end dates, com, corp, dates, end, english, epic, epic interface to oracle, expenditure, interface, narayanan, not, oracle, project, s@as, shown, task, type
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KB0056338
Oracle AME Invoice Approval - Known Issues with Reasons and Solution
English
narayanan.s@as.corp.airliquide.com
51
NaN
Uncategorized
Published
2025-07-15 19:14:45
13
myITcorner
NaN
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NaN
NaN
NaN
NaN
0
2025-07-14 15:29:52
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BAP-COE-ORA-L2
Introduction: This KB document describes the known recurring issues in Oracle AME Invoice Approval along with their root cause and solution. Target Audience: End users and Finance team Abbreviations: TERMMEANINGAMEApprovals Management EngineAPAccount PayableDFFDescriptive Flex Field (Custom fields to store client specific custom data)MWMiddleware (NUCLEUS Team) HIGH LEVEL PROCESS DETAILED PROCESS BASIC EXPECTATIONS FOR SMOOTH APPROVAL PROCESS Following are the basic requirements for the AME Invoice Approval engine to work without any issues. Business to ensure the following 1) Employee account exists for the approver in the entity for which invoice is raised 2) Employee account of the approver has correct position attached as per approval hierarchy [APEX Report exists to verify] 3) Employee account is linked to his/her Oracle User Account 4) Oracle user account of the approver is Active COE DBA to ensure the following 1) Workflow mailer services are up and running 2) IMAP email folder "PROCESS" has optimum space to receive new emails 3) IMAP email folder "PROCESS" has to be monitored and cleared every quarter ISSUE # 1 >> Error when initiating Invoice Approval REASONApprover has no Oracle AccountSELF CHECKCheck if you have Oracle APAC access in your CARMSOLUTION1) Request Oracle APAC access from CARM 2) Re-initiate invoice approval post access confirmationKB FOR SERVICE DESKKB0022535 REASONApprover's Oracle User Account in InactiveSELF CHECKCheck if your Oracle APAC access in your CARM is ActiveSOLUTION1) Restore Oracle APAC access from CARM 2) Re-initiate invoice approval post access confirmationKB FOR SERVICE DESKKB0022535 ISSUE # 2 >> Approver did not receive email notification REASONWorkflow mailer downSOLUTIONCOE DBA brings up workflow mailer and retry activity REASONRecent workflow related changesSOLUTIONCOE to run "Retry Errored Workflow Activities"COE DOCUMENTReference for technical team REASONApprover does not have a proxy account for the entitySOLUTION1) If approver has an employee account for the entity, COE will create proxy user account and link them 2) If approver has no employee account for entity, a) Approver to reach to myalbssb-fssc-mdm@airliquide.com to create employee account first b) COE to then create proxy user account and link to the employee account created Check if you have set your oracle preference to receive email notification with attachments using the steps given below. ISSUE # 3 >> Approval notifies incorrect Approver REASONSOLUTIONCorrect approver has no position assignedUser to provide correct position and COE attaches the positionSame position shared by two people and system chose 1 in randomUser to clarify which one should have the position and COE to update accordinglyValidation and approval action selected together under ActionsUsers to first validate and only then initiate approvalApproval flow is not configured correctBusiness to raise CATALOG to correct the hierarchy"CUX Fill Employee Hierarchy" not run after any employee updatesCOE to ensure to run this job after any change in employeeIncorrect person maintained in System Parameter CUS_ALIS_EMAIL_FYIBusiness to provide correct person to get the fixed FYI notification ISSUE # 4 >> Approval email has errors / jumbled REASONEmployee name has a new line character causing email subject to become 2 linesSOLUTIONCOE to do the following 1) Remove new line character from employee name 2) Run "Employee Update Program" to sync this name to corresponding Supplier 3) Re-initiate the approval for the approval (Force Retry) Email notification with below error is due to change of system administrator setup to SYSADMIN instead of "Workflow Administrator for Web Applications". If this occurs, COE DBA to revert this setup back. ISSUE # 5 >> Invoice Rejection not reflected 1) When you click on Reject, it will create the below email by default. 2) The one highlighted in yellow are 2 single quotes and your reject reason should be within already given quotes like below. 3) Whereas users used 2 single quotes in beginning and a double quote at the end assuming the two single quotes is a double quote. ISSUE # 6 >> Error Message in Invoice Approval Attachment This error message is displayed if the related invoice had more than 5 attachments as our customization is only designed to handle up to 5 attachments. Please ignore the message and proceed with your action. ISSUE # 7 >> Invoice Approval is not reflected in Oracle REASONInvoice approval stuck in BLOCK statusSOLUTION
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User unable to login Oracle Refer to INC1125298 POSSIBLE CAUSES: Incorrect password when login Oracle. If you are using PROXY account, use the direct password and user name shared If you are not using PROXY account, use your windows username and password for oracle as well. STEPS: 1. Check your CARM for Oracle Access 2. If available in CARM, check user's Oracle account status (with the help from L1.5 Team): 3. As the Oracle account is active, please verify by logging in using current Windows password. For password reset and accessing oracle, please inform the user to follow the below process. Important prerequisite:Open Chrome: Go to KITE https://site.airliquide.com/kite/my-accessClick on My Tools > CARM (If you are working remote, please ensure connected to VPN first)Click Change Password (This will change your Windows Login password)Press Control + Alt + Delete to Lock your machineLogin using the new Windows Login password(please choose to login using Password instead of PIN or Fingerprint to confirm new Windows Login password have taken effect) How to login to Oracle: Open Edge Browser:1) Clear Edge Browser Cache2) Clear Edge Browser Cookies3) Close the Edge Browser and reopend Edge Browser4) Do not use bookmark instead use the direct linkhttp://aloraprod.as.corp.airliquide.com:8002/5) Login using your new Windows Login password(if succesfull your Oracle SSO is now back to normal connected back to Windows Login) 4. Get user confirmation before close the ticket. If the issue is still not resolved, please contact service desk LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS R12 - PROD Category: Application Subcategory: Account and Password Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: End users
[Oracle] Archive DO from Gideons Inventory Interface
English
narayanan.s@as.corp.airliquide.com
4
NaN
Uncategorized
Published
2025-04-07 16:15:03
8
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
1
2025-03-26 7:19:28
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BAP-COE-ORA-L2
DOCUMENT PURPOSE The purpose of this document is to archive a Gideons DO from Inventory Interface in Oracle. TARGET AUDIENCE End Users and Business Users ACRONYMS ACRONYMFULL FORMDODelivery Order NAVIGATION Responsibility : ALJ Inventory Super User Menu : CUX ALJ Screens >> GIDEONS Inventory Interface STEPS 1) Set Source to "Staging" 2) Set Status to "Error" 3) Input a search criteria (Example: DO Number) 4) Click on "Find" 5) Search result will be displayed 6) Select the lines to archive and click on Archive button (Note:- Please input reason in the field "Comments" for tracking if needed). 7) When prompted with "Confirm To Move Records ?" please click on "Ok"
PURPOSE This document will list all integrations between EPIC and Oracle. TARGET AUDIENCE End Users, Business Users, COE ACRONYMS S.NOACRONYMDESCRIPTION1MWMiddleware2WFWorkflow3POPurchase Order ASSUMPTIONS NA LIST OF INTERFACES S.NOSOURCEDESTINATIONDATA INTERFACEDMIDDLEWARE WORKFLOWMW FREQUENCY1OracleOraclePOnucleus-prd-coe-coupa-po-sftp-to-oracle-eagle15 Minutes2EPICOracleReceiptnucleus-prd-coe-coupa-receipt-sftp-to-oracle-eagle15 Minutes3EPICOracleInvoicenucleus-prd-coe-coupa-invoice-sftp-to-oracle-eagle15 Minutes4OracleEPICProjects, Tasks, Expenditure Typesnucleus-prd-coe-oracle-project-coa-to-coupa-eagle15 Minutes5OracleEPICProject Budget Interfacenucleus-prd-coe-oracle-budget-to-coupa-eagle2 Minutes6OracleEPICCompany, BL/PL, CC, Locationnucleus-prd-coe-oracle-opex-coa-to-coupa-eagle15 Minutes7OracleEPICWarehouse and Subinventorynucleus-prd-coe-oracle-inventory-coa-to-coupa-eagle15 Minutes8OracleEPICStock Locatornucleus-prd-coe-oracle-inventory-locator-to-coupa-eagle15 Minutes9OracleEPICInventory Itemnucleus-prd-coe-oracle-inventory-item-to-coupa-eagle15 Minutes10OracleEPICSupplier / Vendornucleus-prd-coe-oracle-suppliers-to-coupa-eagle15 Minutes11
Oracle - Create New or Update Cross Validation Rule (CVR)
English
narayanan.s@as.corp.airliquide.com
85
Vinit KUMAR-SC
Uncategorized
Published
2025-07-28 22:52:17
15
IT Knowledge
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NaN
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25
2023-12-13 14:00:35
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BAM-APP-L2-ORACLE-R12-SOA
Oracle - Creation or Amendment of Cross - Validation Rules (CVR) Introduction: This KB document is prepared for the IT support team to create or amend the existing CVR to use the particular segment in code combination. Scope: The scope of this document is to provide an overview of how to create or amend the existing cross validation rules to enable users to choose the code combination if any segment is blocked by cross validation rules. Assumptions: Please note that cross validation rules are applicable only for new code combinations. If any code combinations are created before cross validation rules then it will not block any segment as per the oracle standard procedure. If the user does not want to use an already created code combination then we can disable the code combination instead of creating or amend the CVR. Abbreviations: CVR – Cross - Validation Rules What is CVR: It is standard oracle feature to stop the usage of specific accounts for specific country or type of document (Purchase Order or Payables or GL). When a new entity is added, CVR will be created. However if there is a business need to modify the existing rule, this document needs to be followed. Action Needed: To create or amend the CVR please follow the steps given below. 1) In case the ticket is raised after an error message received, please search by the error message “Please Enter Correct CC Value for this LA [ALV]” 2) In case the ticket is before an error pops up, please use below SQL to check. ** One Input Parameter to be entered in below SQL which will be the 9 segment COA combination ** SELECT r.flex_validation_rule_name, r.error_message_text, decode(rl.include_exclude_indicator, 'I', 'Include', 'E', 'Exclude') incld_or_excld, rl.concatenated_segments_low, rl.concatenated_segments_high, rl.creation_date, rl.last_update_dateFROM apps.fnd_flex_vdation_rules_vl r, apps.fnd_flex_validation_rule_lines rlWHERE 1 = 1 AND nvl(r.enabled_flag, 'N') = 'Y' --and r.error_message_text like '%Correct%CC%LA [ALV]%' AND r.application_id = 101 AND r.id_flex_code = 'GL#' AND r.id_flex_num = '50408' AND include_exclude_indicator = 'E' AND r.flex_validation_rule_name = rl.flex_validation_rule_name AND regexp_substr(:gl_account, '[^.]+', 1, 1) BETWEEN nvl(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 1), '.'), '0') AND nvl(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 1), '.'), 'Z') AND regexp_substr(:gl_account, '[^.]+', 1, 2) BETWEEN nvl(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 2), '.'), '0') AND nvl(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 2), '.'), 'Z') AND regexp_substr(:gl_account, '[^.]+', 1, 3) BETWEEN nvl(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 3), '.'), '0') AND nvl(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 3), '.'), 'Z') AND regexp_substr(:gl_account, '[^.]+', 1, 4) BETWEEN nvl(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 4), '.'), '0') AND nvl(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 4), '.'), 'Z') AND regexp_substr(:gl_account, '[^.]+', 1, 5) BETWEEN nvl(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 5), '.'), '0') AND nvl(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 5), '.'), 'Z') AND regexp_substr(:gl_account, '[^.]+', 1, 6) BETWEEN nvl(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 6), '.'), '0') AND nvl(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 6), '.'), 'Z') AND regexp_substr(:gl_account, '[^.]+', 1, 7) BETWEEN nvl(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 7), '.'), '0') AND nvl(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 7), '.'), 'Z') AND regexp_substr(:gl_account, '[^.]+', 1, 8) BETWEEN nvl(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 8), '.'), '0') AND nvl(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 8), '.'), 'Z') AND regexp_substr(:gl_account, '[^.]+', 1, 9) BETWEEN nvl(replace(regexp_substr(rl.concatenated_segments_low, '([^.]*)\.', 1, 9), '.'), '0') AND nvl(replace(regexp_substr(rl.concatenated_segments_high, '([^.]*)\.', 1, 9), '.'), 'Z'); Navigation of CVR to create or amend of existing rules: Responsibility : Vietnam ALVN General Ledger Admin b. Click on the Rules and click the find button and select Application > General Ledger, Flexfield Title> Accounting Flexfield and click on OK. c. Now click on the fn+f11 and put the rule name in Name section and press ctrl+fn+f11. We can search rule name with error message also. d. We need to check in the Cross - Validation Rule Elements whether the local account and cost center is blocked by existing rules or not. If it is blocked in any segment then we need to remove the particular local account and cost center in the exclude line. Let's take an example to understand: We receive a ticket to include below local account and cost center: Entity Cost center Local account VN00010/VN00011 V020202015123 V00627108 We need to find the local account as per below screenshot: e. We need to check in which line it is blocked and we need to create an additional line to include cost center V020202015123 as per below screenshot: f. We have removed cost center V020202015123 in the exclude line hence it is now included and user will be able to use that particular cost center under a particular local account. g. Once all the above steps are done, we can ask the user to check and confirm. Conclusion: Ticket can be closed after user confirmation. Ticket to be re-assigned to BAP-COE-ORA-L2 team if you are unable to create or amend CVR due to some error. Most recent tasks REQ0699536 - Request for new or to Update CVR. REQ0472690 - Request for new or to Update CVR
Project / Task / Expenditure Type / Budget not synced from Oracle to EPIC
English
narayanan.s@as.corp.airliquide.com
41
NaN
Uncategorized
Published
2025-05-12 14:26:52
5
myITcorner
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2025-05-11 21:15:29
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BAP-COE-ORA-L2
PURPOSE This document will provide RCA and Solution for all the known SYNC issues for Projects, Tasks, Expenditure Types and Budget. By implementing the solution provided, such sync issues can be fixed by end users. TARGET AUDIENCE End users PROJECT NOT FOUND IN EPIC 1) Check if the Project is available in Oracle 2) Check if the Project is Active in Oracle 3) Check if the Project Manager or any of the Project's Key Resources are Inactive and replace with correct resource 4) If trying to use the project in a Cross Entity, then please check if the Project is enabled for Cross Charges 5) If recently extended, next schedule of the job "CUX COUPA Project COA Outbound Interface" will pick and send every 1 hour TASK NOT FOUND IN EPIC 1) Check if the Project and Task are available in Oracle 2) Check if the Project and Task are Active in Oracle 3) Check if the Task dates are cascaded from Project (Tools >> Cascade Dates) 4) If trying to use the project in a Cross Entity, then please check if the Project is enabled for Cross Charges 5) If recently extended, next schedule of the job "CUX COUPA Project COA Outbound Interface" will pick and send every 1 hour EXPENDITURE TYPE NOT FOUND IN EPIC 1) Check if the Project, Task and Expenditure Type are available in Oracle 2) Check if the Project, Task and Expenditure Type are Active in Oracle 3) Check if the Expenditure Type is enabled for "Supplier Invoices" (see screenshot below) 4) Check if the Transaction Control dates are cascaded from Project (Tools >> Cascade Dates) 5) If trying to use the project in a Cross Entity, then please check if the Project is enabled for Cross Charges 6) Make sure the needed expenditure type (or) its expenditure category is set as Chargeable 7) Make sure the Transaction Control check box is enabled at correct level (Project / Task) as per necessity 8) If recently extended, next schedule of the job "CUX COUPA Project COA Outbound Interface" will pick and send every 1 hour BUDGET NOT SYNC Currently, there is a known issue in syncing project budget from Oracle to EPIC. There is a demand DMND0061461 to permanently fix this issue. Until then, COE needs an INCIDENT ticket to do a dummy update to the budget so it will be sent to EPIC. The sync job "CUX COUPA Budget Outbound Interface" runs every 45 minutes MEC PRIORITY GUIDELINE Please follow below guidelines to decide the priority during MEC 1) Number of users impacted is 1 and no MEC impact, it must be P4 2) Number of users impacted is 1 and has MEC impact, it must be P3 3) Number of users impacted is more than 1 and has MEC impact, it must be P2 4) Multiple users from multiple locations is impacted should be P1 REFERENCE(S) MEC Schedule
airliquide, budget, budget not in sync, budget out of sync, com, corp, english, epic, expenditue, expenditue type not in sync, expenditue type out of sync, expenditure, narayanan, not, oracle, out, project, project not in sync, project out of sync, s@as, sync, synced, task, task not in sync, task out of sync, type
PURPOSE This document has the collection of all the KB articles against each MEC issue reported by the user. These KB articles will be used by the SD team to set correct priority. TARGET AUDIENCE End Users COUNTRIES COVERED All APAC Countries including Japan PROCESS Oracle is the source system for Supplier, Supplier Sites and Supplier Banks [REMIT TO] The eligible suppliers, sites and banks are then extracted to OUTBOUND table by scheduled oracle jobs listed below. The data from OUTBOUND table is transferred to EPIC by Nucleus Middleware (NUCLEUS) workflows ORACLE JOB JOB NAMEAVERAGE RUN TIMESCHEDULE FREQUENCYCUX COUPA Supplier Outbound Interface1 Hour 30 MinutesEvery 30 MinutesCUX COUPA Supplier Site Outbound Interface1 Hour 30 MinutesEvery 30 MinutesCUX COUPA Supplier Remit To InterfaceLess than a MinuteOnce a day @ 9 PM SGT NUCLEUS JOB JOB NAMEBATCH SIZESCHEDULE FREQUENCYnucleus-prd-coe-oracle-suppliers-to-coupa-eagle10000Every 15 Minutesnucleus-prd-coe-oracle-suppliers-to-coupa-status-eagle10000Every 15 Minutesnucleus-prd-coe-oracle-supplier-site-to-coupa-eagle500Every 15 Minutesnucleus-prd-coe-oracle-supplier-remit-to-coupa-eagle10000Every 15 Minutesnucleus-prd-coe-oracle-supplier-remit-to-coupa-status-eagle10000Every 15 Minutes KNOWN ISSUES & RCA 1) Supplier should have "Send to COUPA" flag set as "Yes" 2) Employee Type suppliers will not be sent to EPIC 3) Supplier Sites should have "Send to COUPA" flag set as "Yes" 4) Suppliers that are updated after last sync are only picked up. Hence do a dummy update if needed to re-sync 5) Sites will not be synced in EPIC if the PO Email is not in correct email format. Please correct email for all sites of a country to fix the issue for that supplier. 6) There should be atleast 2 different Site Codes for a supplier for the sites to be synced to EPIC. If just one, site will be auto-chosen by Oracle. 7) A remit to (Bank) will be synced to EPIC only if Supplier and Sites have "Send to COUPA" flag set as "Yes" and bank assignment is Active 8) There are cases for new suppliers, banks are attempted to be sent to EPIC before even supplier was synced and such cases, please wait 1 day for system to resync WHEN TO RAISE A TICKET If above points are verified and still the issue is not fixed, please raise an INCIDENT ticket to BAP-COE-ORA-L2. MEC PRIORITY GUIDELINE Please follow below guidelines to decide the priority during MEC 1) Number of users impacted is 1 and no MEC impact, it must be P4 2) Number of users impacted is 1 and has MEC impact, it must be P3 3) Number of users impacted is more than 1 and has MEC impact, it must be P2 4) Multiple users from multiple locations is impacted should be P1 REFERENCE(S) MEC Schedule
airliquide, bank, bank missing, com, corp, english, epic, finance, interface, management, missing, narayanan, oracle, remit, remit to missing, s@as, site, supplier, supplier missing, supplier site missing
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KB0055371
Finance Management Track - MEC Priority Guideline - Master List - End Users
English
narayanan.s@as.corp.airliquide.com
136
NaN
Uncategorized
Published
2025-09-08 6:13:07
7
myITcorner
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BAP - HUB - ORACLE
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2025-09-08 5:50:52
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BAP-COE-ORA-L2
PURPOSE This document has the collection of all the KB articles against each MEC issue reported by the user. These KB articles will be used by the SD team to set correct priority. TARGET AUDIENCE End Users and Business ACRONYMS ACRONYMSDESCRIPTIONSDService DeskMECMonth End ClosingFMFinance ManagementKBKnowledge Book INPUTS NEEDED FROM USER 1) Please prefix "MEC" to the short description 2) Application 3) Urgency (1. No ability to work; 2. High impact on work environment; 3. Low impact on work environment) 4) Number of users impacted (1. Only You; 2. Multiple users) STEPS 1) MEC Period starts for FM on different dates at the country and oracle application module level. Please refer to this sheet for the plan 2) When user raises a concern or an issue during the MEC period, then please refer to this document to decide correct priority 3) Please match the user issue against "SHORT DESCRIPTION TITLE" listed below and refer the related KB to decide the correct priority 4) Please follow below steps to raise a new ticket with correct priority a) Visit MyItCorner Open a Ticket section b) Following is a sample for any APAC country except JAPAN c) For Japan, please refer below screenshot d) Please provide short description from the short descriptions given below if your matches and it must start with MEC e) This will ensure Service Desk assigns correct priority f) Please ensure to reach out to ServiceDesk for raising MEC incident KB LIST S.NoAPPLICATIONSHORT DESCRIPTION TITLE AVAILABLE KB For Self Help PRIORITY DETERMINATION BY SERVICE DESK1OracleMEC - Unable to login to OracleKB0056947Service Desk will re-assess the priority based on KB0055808 as follows2EPIC - OracleMEC - PR Rejected Service Desk will re-assess the priority based on KB0055809 as follows3EPIC - OracleMEC - PO Rejected Service Desk will re-assess the priority based on KB0055809 as follows4EPIC - OracleMEC - GR / Receipt Rejected Service Desk will re-assess the priority based on KB0055809 as follows5EPIC - OracleMEC - Invoice Rejected Service Desk will re-assess the priority based on KB0055809 as follows6EPIC - OracleMEC - PO Change / PR Change Rejected Service Desk will re-assess the priority based on KB0055809 as follows7EPIC - OracleMEC - PO not interfaced to Oracle Service Desk will re-assess the priority based on KB0055811 as follows8EPIC - OracleMEC - Receipt / GR not interfaced to Oracle Service Desk will re-assess the priority based on KB0055811 as follows9EPIC - OracleMEC - Invoice not interfaced to Oracle Service Desk will re-assess the priority based on KB0055811 as follows10Oracle - ServiceNowMEC - PO not found in ServiceNow / eFinance Service Desk will re-assess the priority based on KB0055811 as follows11OracleMEC - Requests running long Service Desk will re-assess the priority based on KB0054648 as follows12OracleMEC - Oracle Slowness Service Desk will re-assess the priority based on KB0054649 as follows13Oracle - EPIC
Finance Management Track - MEC Priority Guideline - Master List - Service Desk
English
narayanan.s@as.corp.airliquide.com
47
NaN
Uncategorized
Published
2025-07-07 9:24:35
4
GIO Service Desk
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BAP - HUB - ORACLE
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2025-07-07 9:24:10
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BAP-COE-ORA-L2
PURPOSE This document has the collection of all the KB articles against each MEC issue reported by the user. These KB articles will be used by the SD team to set correct priority. TARGET AUDIENCE Service Desk (L1 and L1.5 Teams) ACRONYMS ACRONYMSDESCRIPTIONSDService DeskMECMonth End ClosingFMFinance ManagementKBKnowledge Book INPUTS NEEDED FROM USER 1) Please prefix "MEC" to the short description 2) Application 3) Urgency (1. No ability to work; 2. High impact on work environment; 3. Low impact on work environment) 4) Number of users impacted (1. Only You; 2. Multiple users) KB LIST S.NoAPPLICATIONSHORT DESCRIPTION TITLEAVAILABLE KBHOW TO DETERMINE PRIORITY1OracleMEC - Unable to login to OracleKB0055808Refer to the KB0055808 for the Priority assessment2EPIC - OracleMEC - PR RejectedKB0055809Refer to the KB0055809 for the Priority assessment3EPIC - OracleMEC - PO RejectedKB0055809Refer to the KB0055809 for the Priority assessment4EPIC - OracleMEC - GR / Receipt RejectedKB0055809Refer to the KB0055809 for the Priority assessment5EPIC - OracleMEC - Invoice RejectedKB0055809Refer to the KB0055809 for the Priority assessment6EPIC - OracleMEC - PO Change / PR Change RejectedKB0055809Refer to the KB0055809 for the Priority assessment7EPIC - OracleMEC - PO not interfaced to OracleKB0055811Refer to the KB0055811 for the Priority assessment8EPIC - OracleMEC - Receipt / GR not interfaced to OracleKB0055811Refer to the KB0055811 for the Priority assessment9EPIC - OracleMEC - Invoice not interfaced to OracleKB0055811Refer to the KB0055811 for the Priority assessment10Oracle - ServiceNowMEC - PO not found in ServiceNow / eFinanceKB0055811Refer to the KB0055811 for the Priority assessment11OracleMEC - Requests running longKB0054648Refer to the KB0054648 for the Priority assessment12OracleMEC - Oracle Slowness
English
nicolas.delaunay@eu.corp.airliquide.com
5
Maciej KASPRZYK-SC
Uncategorized
Published
2024-01-14 21:00:57
8
Major Incident Reports
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BEC - Windows Device
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2023-12-21 11:36:40
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INC1318334
BEC-Global-Infra-IT
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again, airliquide, ald, availa, center, com, corp, data, data center, delaunay@eu, english, eu, gateway, gio, inc1318334, kasprzyk-sc, maciej, mir, nicolas, not, optim, prod, samba, server
MIR INC0555453 - SPLUNK/Server: Ping Status is KO for SOVA-SVC (February 25th, 2020)
English
nicolas.houix@eu.corp.airliquide.com
1
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:05
11
Major Incident Reports
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2020-02-25 17:14:24
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GIO-CS-EUR-IAAS-L3
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Server: Ping Status is KO for SOVA-SVC INC0555453 - February 25th, 2020 Timezone : GMT Total outage duration : 3 Hours 53 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1ap, 2020, 25th, airliquide, bis, bis europe\n link to mir : https://docs.google.com/document/d/1ap_m06gvrb93t12bcw9p8nspm593pjkemnqjq36-yy8/edit, com, corp, docs, document, edit, english, europe, february, google, houix@eu, https, inc0555453, jean, ko, leroy, link, m06gvrb93t12bcw9p8nspm593pjkemnqjq36-yy8, mir, nicolas, ping, server, sova-svc, splunk, status
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KB0016253
MIR INC0561087 - SPLUNK/Server: Ping Status is KO for HO-MAGUMSDB-PPRD (March 10th, 2020)
English
nicolas.houix@eu.corp.airliquide.com
4
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:06
27
Major Incident Reports
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2020-03-12 10:13:27
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GIO-CS-EUR-IAAS-L3
MAJOR INCIDENT REPORT Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Server: Ping Status is KO for HO-MAGUMSDB-PPRD INC0561087 - March 10th, 2020 Timezone : GMT Total outage duration : around 7 hours and 15 minutes Executive Summary Classification :
10th, 2020, airliquide, com, corp, docs, english, google, ho-magumsdb-pprd, ho-magumsdb-pprd\n \n google docs link :, houix@eu, inc0561087, jean, ko, leroy, link, march, mir, nicolas, ping, server, splunk, status
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KB0035023
Screen Scaling Issue
English
nicolas.palladino@am.corp.airliquide.com
56
Nicolas PALLADINO
Uncategorized
Published
2025-07-28 16:58:40
7
IT Knowledge
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5.00
NaN
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29
2023-03-02 18:12:06
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ALZ-AME-GCS-Remote Assets-L2
Screen Configuration If your PC does not recognize your second screen, its resolution (1900 * 1080) is applied to the bigger screen.Thus, this could make the font size too small on the bigger screen. After re-connecting properly the second screen so that your PC can recognize it, please follow the 2 different resolutions. 1.Change font size & proportional display of your PC : To adjust font size on your Windows display and Windows applications, please do the following : Go to Windows parameters > ergonomics > screen; Check that you are at 100% resolution, if not, change to 100%; Restart your windows session (logout and login again); Open ALTO to check the changes; If font size still not suitable, go to the same menu: Windows parameters > ergonomics > screen, and increase text size. Then logout and login to your Windows session again, and open ALTO. 2.Change screen resolution & scale of a screen : To change the proportional display size of one of your screens, do the following : Go to Windows parameters > System > Screen; Check that you have : "scaling" = 100%; Check that your “screen resolution” has the recommended one. If the previous actions did not work, go to “advance scaling parameters”, or “paramètres avancés de mise à l’echelle”, and : Set manually the value to 100% Logout and login again from your windows session
All WISE user modification have to be updated directly in the CARM application. Open the CARM application. Go to Please request the change of your manager directly in CARM. Click on "My Access" on the homepage. Click on the WISE icon and modify your infos. Submit the request.After approval of your Manager, Internal Control and Tools Specialists, the changes will be automatically updated in WISE. Here you will find a manual on how to do it including details: PRESENTATION
You want to change more then one line in your card? No problem check out this tipp how you can be more efficient! If you are interested in more tipps and tricks join our CE WISE Community
WISE - CE_modify delivery address in you user settings
English
nicole.neumann@eu.corp.airliquide.com
2
Nicole SCHWABACH
Uncategorized
Published
2025-07-29 22:09:55
27
myITcorner
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2020-01-14 10:03:16
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EU-PROC-WISE-L2
You want to have a fixes delivery address in your settings? No problem - check out this manual how you can easily change that in your settings! If you are interested in more tipps and tricks join ourCE WISE Community!
WISE - Manage delegations Step 1 Click on your name and afterwards on “settings”. Step 2 Click on “Delegates” and afterwards on “Create”. Step 3 Insert the necessary data and click on “Save”. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Operational Data Updates Guidelines, Dependencies & Business Impacts
English
nishad.sudhakaran@as.corp.airliquide.com
52
NaN
Uncategorized
Published
2025-05-16 14:50:43
7
IT Knowledge
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2025-05-15 15:26:26
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BAP-COE-GID-L2
1. Account Merge Critical Prerequisites To ensure a smooth and accurate account merge process, the following conditions must be met before initiating the merge: - Old Accounts must not have any Partially Matched Transactions Both accounts must be free of any partially matched transactions to prevent reconciliation issues.- Old Accounts must not have any partially matched JOURNALS. Merge cannot be done - Old account must not have any partially matched RECEIPTS. Merge cannot be done - Zero Outstanding Balances All balances must be cleared. Merging accounts with unpaid amounts can lead to financial discrepancies. - No Sales Interfaced to Oracle Sales data for the accounts should not have been interfaced to Oracle. Merges are strictly performed post Month-End Close (MEC) to avoid duplicate postings and ensure alignment with financial systems. --- 2. Parent Customer Inactivation Business Impact When a Parent Customer is marked as Inactive, all associated special pricing records will be permanently deleted. ?? Action is irreversible Ensure that all pricing data is reviewed and retained if needed before proceeding. --- 3. Company_ID Update Data Integrity Requirements Before changing the Company_ID for an account, confirm the following: - No Sales Have Been Interfaced to Oracle Performing this update after interfacing sales data can result in: - Duplicate sales entries - Misaligned financial reports - Inaccurate reconciliation between source systems and Oracle ? Always validate Oracle interfacing status to ensure financial data integrity. --- 4. Product Code Update Process Controls & Cross-Team Dependencies Preconditions: - There must be no active Delivery Orders (DOs) for the product code to be updated. Key Steps & Considerations: - Inventory movement between product codes requires creating adjustment dockets. - These dockets are processed during End-of-Day (EOD), and only once they move from Header to Header History will cylinder holdings be updated. - Coordination with the GTS team is essential to assign barcodes to the new product codes. Execution Protocol: - Raise two separate tickets: - One for the Gideons team - One for the GTS team - Tickets must be processed sequentially to maintain data accuracy and avoid system conflicts. --- 5. Rent Category Update Validation Requirement Before updating the Rent Category for any product: - Ensure there are no active Delivery Orders associated with the product.- Ensure there are no cylinders under holding by any customer of this product Skipping this step could lead to: - Rental billing inconsistencies - Disruptions in inventory tracking 📌 Always perform this validation to ensure seamless rent category updates. End-User Expectations Awareness of Data Impact:End users must maintain a clear understanding of the implications associated with any data updateswhether simple or complexprior to initiating changes. Coordination for Multi-Impact Updates:In cases where data updates have multiple downstream impacts, the designated support personnel must engage proactively and coordinate with the requester at all necessary stages to ensure accuracy and continuity.
Key Points to Verify When Running MEC Prior to Actual Month-End
English
nishad.sudhakaran@as.corp.airliquide.com
9
NaN
Uncategorized
Published
2025-08-07 9:20:24
4
IT Knowledge
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5.00
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2025-08-06 9:17:30
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BAP-COE-GID-L2
Key Points to Verify When Running MEC Prior to Actual Month-End Sl No Topic Key Points to CheckStatus/Remarks1Part of the EOM StepsEnsure all EOM steps are tracked and completed.Review and validate all EOM process steps. Ensure dependencies are resolved before proceeding with MEC. Case 1: MEC - Invalid Balance Unpaid Smartlist VerificationCase 2: MEC - Disable application modules via SYS > MaintenanceCase 3: MEC - Perform DB backup via SYS > ToolsPartially completed2Customer Monthly Charged InvoicesVerify invoices for accuracy in date, due date, and amount.No impact; no action required3Monthly Customer Invoices- Case 1: Tier/Block Pricing check for new DOs- Case 2: Standard Monthly check for new DOs- Case 3: MTOP simulate and verify MTOP charging behaviorManual management and simulation required4Daily Rental Invoices- Validate invoices- Check for delivery/return impacts- Confirm simulation results- Address any invoice mismatchesProposal to void and recreate invoices; manual adjustment if needed5Monthly Rental Invoices- Investigate missing invoices- Validate simulation- Identify cause of error during MECSimulation successful; error to be resolved before MEC6Restoration of Data (not DB)- Enable EOM table backups- Complete full simulation- Suspend DO confirmation, CN/DN creation, automated invoicing, and eInvoice integrationIT to simulate the data7Inconsistencies Due to Interrupted EOM- Correct Month_ref values for affected transactionsIT to correct data8Voiding Rental Invoices if any- Resolve script errors- Complete voiding before MEC runNot blocking daily operations9System Period Change (May ? April)- Change system period to enable normal operations (DO confirmation, Cylinder Holdings, Receipts, Daily Invoices)Can be done immediately10Impact on Sales, Oracle, Journal Interfaces- Confirm no impact on integrationsNo impact expected
actual, airliquide, com, corp, english, key, key points to verify when running mec prior to actual month-end, mec, month-end, nishad, points, prior, running, sudhakaran@as, verify, when
NaN
KB0012046
Draftsight - Installation
English
nora.katona@eu.corp.airliquide.com
468
Maik GERHARDS
Uncategorized
Published
2025-01-16 10:37:30
41
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
121
2017-02-10 10:20:01
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user called because he needs Draftsight to be installed. BEFORE YOU START: Please note that Draftsight is no longer free software, it requires a license. A My IT Corner request for non-standard software is needed via the following link: https://airliquide.service-now.com/myitcorner?id=al_sc_category&sys_id=7ccd2a8f4f4b1a409864ca1f0310c7fb *License is available only for the entity IT-ITALY INDUS. For different Entities, Please make sure to inform the user of the necessity to contact the -IT Approval or Budget Approval regarding the License prior to raising the installation request. The Service Desk does not provide the License. Draftsight provides the possibility to use the software free trial which is 30 days. The product should be activated afterward. STEPS: My It Corner request for non-standard software installation. Link: https://airliquide.service-now.com/myitcorner?id=al_sc_category&sys_id=7ccd2a8f4f4b1a409864ca1f0310c7fb Very Important: Draftsight Installations are handled by L.15 Team, following the opened CATTASKs in advance. If the user calls without the package, the Cattask will have to be canceled. Valid just for L1.5 : For french entity FR-ALFI IM the version of Draftsight 2019 is downloaded from : https://drive.google.com/file/d/1yPc_MFI00guF8NmgGmW7bZi5XbsMrocU/view?usp=sharingLicence code: 25734@saeu-prodp07 LOGGING CATEGORISATION: The existing Catalog Task needs to be updated and closed or cancelled (if needed) Resolution Notes: Installed Draftsight on user's computer. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1 or L1.5
Share a link to a specific time in a Google Drive video
English
nora.nagy@eu.corp.airliquide.com
22
Eugenie DUCREUX-SC
Uncategorized
Published
2025-07-29 16:09:45
31
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-08-21 10:40:35
#########
NaN
GIO-EUS-GOPS-DWP-L2
Learn how to share a link at a specific time in a Google Drive video Google is adding new functionality to the Drive sharing button that lets us share timestamped links to specific parts of a video. How to do it? On web, simply navigate to drive.google.com, find and open a video file Play the video (you can pause the playback before performing the following steps) Select the dropdown on the “Share” button in the top-right corner Select “Copy link to this time” and send the link.
airliquide, com, corp, drive, ducreux-sc, english, eugenie, google, laufwerk, link, nagy@eu, nora, share, specific, time, video, zeit
NaN
KB0043013
Meridian - Unable to work, the Meridian tool asks for a login and password
English
nouhaila.rais@eu.corp.airliquide.com
6
Nouhaila RAIS
Uncategorized
Published
2025-07-28 20:48:39
5
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
4
2023-11-29 15:20:54
#########
NaN
BEU-LI AP-MERIDIAN
You need to enter your Windows login and password (which should have changed recently).The automatic reconnection will work again.
airliquide, asks, com, corp, english, login, login and password meridian, meridian, modal, nouhaila, password, pop-up, rais, rais@eu, software, tool, unable, unable to work, work
NaN
KB0041550
[BIS CF] New AWS Access Key creation
English
Odile.LEROY@eu.corp.airliquide.com
9
Loubna ALILI
Uncategorized
Published
2025-07-28 18:41:24
5
IT Knowledge
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#########
NaN
NaN
NaN
NaN
NaN
1
2023-09-11 13:40:45
#########
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GIO-CS-APAC-L3
Aim of the KB When you need to create AWS access key, you need to know how to proceed. How to : This KB is made for myRCA, as an exemple. Please read the related document : New AWS Access Key creation (exemple myRCA)
For documentation related to IoT4BOS, please refer to the Iot4BOS Google site. This site contains a lot of information to help you start with Iot4BOS, or if you are a Key User, for preparing training for the End Users of your region. You will find User guides depending on your level of experience on Telemetry Solutions. If you have any questions that are not addressed in the documentation, please contact: Mains business/It contacts: Global Solution Owner: Stéphane VERGHOTE Iot4Bos Product Manager: Sitra COLOM List of our local solution owner (available here) Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
if you cannot see the presentation, click here to access to it if you cannot see the presentation, click here to access to it KBB00100581 App, 1 Password
To safely store and access your many passwords, the KeePass ecosystem enables you to manage on various platforms : - Keepass for Windows - Keepass tusk for Chromebook - Keepassium for IOS - Keepass2Android for Android KBB00100581 App, 1 Password
To consult the Guide of Migration from minikeepass to Keepassium, click here if you cannot see the presentation, click here to access to it if you cannot see the presentation, click here to access to it KBB00100581 App, 1 Password
MIR INC0595415 - Printers - Cirrato server is not available - Global issue (June 15th, 2020)
English
olivier.pejoine@eu.corp.airliquide.com
3
Jerome BACHELERIE
Printing / Devices
Published
2023-02-08 15:16:07
11
Major Incident Reports
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
1
2020-06-15 11:50:20
#########
NaN
GIO-EUS-MANAGED DEVICES-PRINT-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Printers - Cirrato server is not available - Global issue INC0595415 - June 15th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 3 Hours 55 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification : Major connectivity outage On June 15th, 2020 at 06:02 GMT+2, , the incident is resolved, leading to a service disruption of 3 Hours 55 Minutes root cause as known at incident resolution. Major steps leading to incident resolution1 June 15th, 2020 09:00 : . 09:30: . 09:45: 10:15: . 10:30: . Initial root cause <8>:<09> : . Actions plan Item, owner Item, owner External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041994.
15th, 2020, account, airliquide, alert, anderstand, available, bachelerie, been, cirrato, com, corp, english, expiration, expiration alert., expired, global, has, inc0595415, jerome, june, lost, management, mir, moved, need to anderstand why service account has been moved and expired, not, olivier, pejoine@eu, printers, server, service, we, we lost management of this service account, why
NaN
KB0015120
MIR INC0502107 - AME - Application/Server/Network impacted - problem (October 7th, 2019)
English
olivier.pejoine@eu.corp.airliquide.com
2
Michael FECSKO
Network / Connectivity
Published
2022-11-29 21:47:53
20
Major Incident Reports
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
0
2019-10-07 17:33:59
#########
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GIO-EUS-MANAGED DEVICES-PRINT-L2
Date : November 25th 2019 Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AME - Application/Server/Network impacted - problem INC0502107 - October 7th, 2019 Timezone : GMT Total outage duration : 53 Minutes Executive Summary Classification : "Major business apps outage" On October 7th, 2019 at 10:40 GMT-5, 3 users reported an incident, affecting Bis America and geographical zone North America (4 countries affected) and impacting All North American users. The symptoms of the incident were that the North America users lost Uniflow Service (printing). The a priori root cause was a suspicion of corruption on local object Database on one printer server. The resolution of the incident consisted in local object Database synchronisation on this printer server. On October 7th, 2019 at 11:33 GMT-5, the incident was resolved, leading to a service disruption of 53 Minutes. A priori root cause . Major steps leading to incident resolution October 7th, 2019 <2019-10-07 16:51:08> : . <2019-10-07 17:03:39> : . Etc. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041592. Version: V1.0 Date:10/08/2019 Author(s): Olivier PEJOINE-SC Service Manager validation Date:21/11/2019 Approver(s): Jerome Bachelerie Service Director validation Date: 21/11/2019 Approver(s): Sophie ZIRAH
MIR INC0619095 - Kite - Emails with Attachments Cannot be Sent - worldwide (August 20th, 2020)
English
Olivier.PIRZ@eu.corp.airliquide.com
5
Jerome BACHELERIE
Uncategorized
Published
2023-02-08 15:16:08
13
Major Incident Reports
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
3
2020-08-20 13:30:26
#########
NaN
GIO-EUS-DWP-L4
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Kite - Emails with Attachments Cannot be Sent - worldwide INC0619095 - August 20th, 2020 Timezone : CET Total outage duration : 6 Hours 13 Minutes Executive Summary On August 20th 2020, starting at 7:30 AM Paris time, Google customers worldwide, including KITE users at Air Liquide, began reporting disruptions to Google services including GMail and Google Drive. Although services were never fully offline, many users experienced slowness, delayed email delivery and difficulty in using certain features such as copying files in Google Drive or attaching files to emails in GMail. Classification : Major business apps outage On August 20th, 2020 at 07:30 CET. several Apac entities reported incidents related to Google Gmail & Drive. A cross check of incidents reported by GIO service desk confirmed that it's a worldwide incident. The symptoms of the incident were : This incident is not a cut of the Google Services. The user experience has been degraded, slowness, not possible to send email with attachment, email delayed, difficulties to copy file, share document are mainly the symptoms reported in AL. Note : Google has reported other symptom , more details here (Public note published by Google). The a priori root cause was that occured within the shared systems that allow most Google applications to access certain types of data. These systems were suddenly overloaded with requests. The full root cause, i.e. what triggered the initial overload, has not been communicated and may not be fully determined yet by Google. Given what we know of Google’s design approach and system capacity, it is likely to have been a truly massive overload. Google G-Suite services rely on a worldwide, rather than a regionally scoped, shared storage access layer, which meant that the outage impacted all users rather than just those in a specific geography. The resolution of the incident consisted for Google to decrease the overload . For issue email delayed, Google confirms that no emails were lost as a result of the outage, and all were delivered once the incident was resolved. Google has announced an initial action plan focused on preventing capacity loops of this type from occurring, improving application logic to handle such scenarios, and finally improving the procedures used by their teams to address this type of issue. On August 20th, 2020 at 11:28 CET , the incident is mainly resolved for AL, and fully resolved at 13:10 for all customers, leading to a service disruption of 6 Hours 13 Minutes Major steps leading to incident resolution1 August 20th, 2020 7:30 CET Detection by AL APAC and informed GIO through Service now. 7:30 CET Google has update his Google status Dashboard Every hour to 13:10 CET , Google has inform his customer through Dashboard. GIO EUS has updated the MIC with Google updates and created a ticket (24755480) to Google Support. 13:10 CET - End of incident. Initial root cause GIO EUS has been informed about a potential root cause during the period of incident and the issue has been confirmed by Google on 25/08/2020 via a public note Actions plan Action plan fully managed by GOOGLE. Extract from the note : To guard against the issue recurring and to reduce the impact of similar events, we are taking the following actions: ? Increase allocation of computational resources to the blob metadata service until the root cause is fully repaired. ? Investigate and improve the health checks performed during startup of metadata service tasks, to avoid stopping tasks prematurely before resources are provisioned for them. ? Evaluate and improve the backoff and retry strategy used when metadata operations fail. ? Repair an issue in which isolated errors can lead to a flood of cancellation requests across replicated resources. ? Improve alerting in the autoscaling service used by the blob storage system, to receive earlier detection of issues when launching tasks and allocating resources. ? Implement more comprehensive rate limiting controls for requests to the blob storage service. ? Add instrumentation to permit more effective debugging of blob operations. ? Improve the speed, efficiency, and automation of transferring production resources between critical tasks. ? Improve internal playbook documentation related to rate-limiting controls in the blob storage service. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042077.
MIR INC0776212 - Major outage on APAC sites - INC1071013 (July 15th, 2021)
English
othmane.mamdouh@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:18:06
16
Major Incident Reports
NaN
#########
NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
1
2021-07-15 11:28:26
#########
NaN
GIO-NET-SUPPORT L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major outage on APAC sites - AL# INC0776212 - July 15th, 2021 Timezone : GMT+7 Total outage duration : 5 Hours 54 Minutes Executive Summary Classification : "Major connectivity outage" On July 15th, 2021 at 00:44 GMT A user reported an incident, affecting 13 sites in the APAC region (list of affected routers below) Related to the NCR change CHG0066575, after fixing the bandwidth on the SDWAN box interfaces, the tunnels did not come up, impacting 13 sites with a total loss of network service. The resolution of the incident consisted in manually restarting the interfaces on all the sites. On July 15th, 2021 at 06:38 GMT, the incident is resolved, leading to a service disruption of 5 Hours 54 Minutes The Root cause is still being investigated by ATT/NCR Major steps leading to incident resolution1 Liste of affected routers : L-PH001-LATT-RT01AL-PH002-LATT-RT01AL-SG006-LATT-RT01AL-SG007-LATT-RT01AL-SG017-LATT-RT01AL-SG020-LATT-RT01AL-TH001-LATT-RT01AL-TH002-LATT-RT01AL-TH003-LATT-RT01AL-TH004-LATT-RT01AL-TW004-LATT-RT01AL-TW008-LATT-RT01AL-TW011-LATT-RT01 July 15th, 2021 After fixing the bandwidth on the interfaces the tunnels did not come UP, impacting the sites , resolved after manually restarting the interfaces on all the sites Initial root cause Related to the NCR change CHG0066575 SDWAN service impacted after a Change CHG0066582 - Setting symmetrical Internet BW to "User Defined" and hard coding the BW on the VCO. The change was from auto-detect to user-defined overlay for the public links. Zscaler tunnels did not come back up as expected after the CHG. NOC agent checked the CSS configuration, located the missing configuration on the event and manually restarted devices, tunnels were restored without issues. VMware TAC Case # 21239685407 was opened for further investigation of root of failure. VMWare TAC Case# 21239685407 updates following the failed Change on Batch # 3 (Zscaler tunnels down after the change) VMware technician identified the experienced behaviour as a bug, where there is an error code in the CSS configuration on the edge, and because of this, the edge does not attempt to establish the CSS tunnels. The workaround for this bug is to re-enable CSS, which has already been done in this case. For reference, the bug ID is #67879. Actions plan After fixing the bandwidth on the interfaces the tunnels did not come UP, impacting the sites , resolved after manually restarting the interfaces on all the sites NCR side : VMware - to request implementation of type of message to NCR NOC when the CSS link is removed as a consequence of any link change – ID request 68554 NCR NOC - NOC management /Velocloud SME to create the Knowledge base explaining current bug#67879 and workaround for use in the same situation. It will be distributed to whole team External reference NCR ticket# : INC1071013 Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042674.
MIR INC0817813 - Major outage in France | 2110L03435 [E3] (October 1st, 2021)
English
oumaima.douch@am.corp.airliquide.com
2
Tim GIDDEY-SC
Uncategorized
Published
2022-04-14 17:11:39
21
Major Incident Reports
NaN
#########
NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
0
2021-10-01 15:04:18
#########
NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major outage in France | 2110L03435 [E3] INC0817813 / INC0817635 (Supervision) - September 30th, 2021 Timezone : GMT+2 Total outage duration : 15 Hours 19 Minutes Executive Summary Classification : "Major connectivity outage" On September 30th, 2021 at 19:13 GMT+2 Monitoring reported an incident affecting all users in 136 listed sites in France. These sites (all in France) are using DMVPN routers connected over OBS internet lines. The symptoms of the incident were total loss of network services. The a priori root cause was There was a line issue that has been resolved After contacting the ISP RFO : The resolution of the incident consisted in OBS diverting traffic to another node On October 1st, 2021 at 10:32 , the incident is resolved, leading to a service disruption of 15 Hours 19 Minutes A priori root cause as known at incident resolution : An OBS backbone partner's fiber was accidentally destroyed in the North Sea between France and Amsterdam. Major steps leading to incident resolution1 September 30,2021 19:13 : Alarm at supervision Level on 1 Industrial AP (P2) But site is Closed so no Primary Checks October 1st, 2021 09:34 : Site down confirmed (P1) 09:56 : Escalation to SFR L2 Engineers 10:05 : Ticket opened with OBS 10:32 : Incident is resolved Initial root cause OBS confirms a major outage in their backbone Action Plan When several sites go down at the same time, SFR should inform OBS OBS should provide some type of monitoring report for this type of incident External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042841.
1st, 2021, 2110l03435, airliquide, com, corp, douch@am, e3, english, france, giddey-sc, inc0817813, major, mir, october, oumaima, outage, tim
NaN
KB0032096
MIR INC0928960 - The site is down | INC1522771 - 2204M08836 (April 22nd, 2022)
English
oumaima.douch@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2022-10-17 11:58:29
16
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2022-04-22 8:53:55
#########
INC0928960
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down | INC1522771 - 2204M08836 INC0928960 - April 22nd, 2022 Timezone : GMT+1 Total outage duration : 1 Hours 33 Minutes Executive Summary Classification : "Major connectivity outage" On April 22nd, 2022 at 00:17 GMT+1 Monitoring reported an incident, affecting all users of VALENCIA VITALAIRE NCC - ES230. The symptoms of the incident were a total loss of Internet service. The a priori root cause was a planned ISP maintenance without prior information & communication to GIO teams. OBS had been informed by the operator COLT that a scheduled change was going to take place during the night, but didn't inform GIO teams.More precisely, a fiber had to be replaced. No backup solution. The resolution of the incident consisted to contact ISP to speed up the resolution. On April 22nd, 2022 at 01:50 GMT+1, the incident was resolved, leading to a service disruption of 1 Hour 33 Minutes. Initial root cause ISP planned maintenance Action Plan We asked OBS to review their procedure of Change communication. GIO proposed to downgrade site criticality following architecture standards. (move from BS0 to BS1 accepted by client) External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043327.
2022, 2204m08836, 22nd, airliquide, april, bis, bis hhc, com, corp, douch@am, down, english, giddey-sc, hhc, inc0928960, inc1522771, mir, oumaima, site, tim
NaN
KB0028635
MIR INC0987006 - The site is down | 2207M03630 | 2207M03645 [E2] (July 28th, 2022)
English
oumaima.douch@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2022-12-05 16:59:25
21
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2022-07-29 9:11:32
#########
INC0987006
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down | 2207M03630 | 2207M03645 [E2] INC0987006 - July 28th, 2022 Timezone : CET Total outage duration : 15 hours and 3 mins Executive Summary Classification : Major connectivity outage On July 28th, 2022 at 02:14am CET, Monitoring reported an incident affecting all users of LEZENNES FR049. The symptoms of the incident were a total loss of service. The root cause was a damaged fiber due to a theft attempt at Internet Service Provider level (Orange). An urgent request has been done to Orange in order to install a 4G Router on site. Before the 4G router installation, OBS repaired the damaged fiber cables which restored the service. On July 28th, 2022 at 17:17 CET, the incident was resolved, leading to a service disruption of 15 hours and 3 minutes. Root cause Attempt of theft of fiber at provider level. Actions plan Request penalties to the Internet Service Provider Review site criticity accordingly to the customer needs and technical architecture External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043597.
2022, 2207m03630, 2207m03645, 28th, airliquide, bis, bis home healthcare, com, corp, douch@am, down, e2, english, giddey-sc, healthcare, home, inc0987006, july, mir, oumaima, site, tim
NaN
KB0016708
MIR INC0576030 - DE - myGAS PARTNER print out not possible error 500 (April 20th, 2020)
English
oussama.amekran@eu.corp.airliquide.com
5
Imane EZZRARY
Printing / Devices
Published
2023-02-08 15:15:03
18
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2020-04-22 12:33:07
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NaN
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report DE - myGAS PARTNER print out not possible error 500 INC0576030 - April 20th, 2020 Timezone : GMT+2 Total outage duration : 2 Days 5 Hours 21 Minutes Executive Summary Classification : Major business apps outage On April 20th at 05:16 AM GMT+2, some users reported an incident, affecting myGAS Partner portal in Germany. The symptoms was that all distributors were having an error message while trying to print out or check the stocks. The a priori root cause was a bug on one security equipment that under some circumstances was blocking some application requests. The resolution of the incident consisted of a complete end-to-end analysis of the architecture to identify the faulty component and of performing a failover to the secondary security equipment in order to return to a normal situation. On April 22nd at 10:33 AM GMT+2, the incident was resolved, leading to a service disruption of 2 Days 5 Hours 21 Minutes. (INC0576030) Major steps leading to incident resolution1 20/04 09:30 to 12:51 : Meeting call with SAP team L2 and L3. Check done on the two firewalls FR00-EBIZ-Internet and FR000-EBIZ-DMZ. Check on the F5 ASM configuration. No dropped packet on the firewall or on the ASM. We suspected a server issue as the PDF file is generated on the server itself (SAP team randomly get blank pages). The L3 SAP also suspected some configuration issue from their side and then asked us to route the incident to the L2 SAP team. 21/04 16:10 to 17:00 : Meeting call with SAP team L2. CPU and RAM F5 service check (no trouble detected). Check on the F5 ASM configuration. Check logs and rules on the two firewalls FR00-EBIZ-Internet and FR000-EBIZ-DMZ. The problem is different, users get an error message: 500 Internal Server Error (yesterday it was a blank page). 21/04 19:00 : Failover to secondary F5 made by L3 team. 22/04 08:33 : Feedback received from SAP L3 - The issue is solved completely. 22/04 12:33 : Closure of the incident Initial root cause 21/04 19:15 : Root cause as bug on one security equipment Actions plan WAF 01 PROD, PSS-GIO WAF 02 PROD, PSS-GIO External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041922.
MIR INC0636469 - Can not login in BAR+ (October 1st, 2020)
English
oussama.amekran@eu.corp.airliquide.com
0
Imane EZZRARY
Uncategorized
Published
2022-01-10 16:57:53
24
Major Incident Reports
NaN
#########
NaN
Bar+ Customer Relationship Management
NaN
NaN
NaN
0
2020-10-01 12:46:33
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Can not login in BAR+ INC0636469 - October 1st, 2020 Timezone : GMT+2 Total outage duration : 4 Hours 47 Minutes Executive Summary Classification : Major connectivity outage On October 1st at 08:01 AM GMT+2, Users reported an incident affecting the authentication to the BAR+ application. The root cause was a technical issue on the firewall flow configuration for that specific application, preventing the authentication based on Google account (Kite) to function properly. The incident was resolved by fixing the firewall rule to allow the access to Kite accounts and thus the authentication to BAR+. On October 1st at 12:46 PM GMT+2., the incident was resolved leading to a service disruption of 4 hours and 45 minutes. (INC0636469) Major steps leading to incident resolution October 1st, 2020 09:48 : First checks with Security team 10:01 : Nothing relevant seen in Kite team 11:46 : War room is decided 12:40 : Root cause is found and workaround applied 12:46 : Confirmation everything is back to normal Initial root cause 12:40 : Root cause is found, an automate security update has been made the night before Actions plan Review of the automate security updates : balance between security and production, PSS team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042144.
MIR INC0535841 - Oracle, ALTO, Servitrax, CARM, SNOW Slowness
English
oussama.amekran@eu.corp.airliquide.com
6
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-04-05 14:59:27
20
Major Incident Reports
NaN
#########
NaN
BAM - Order Management
NaN
NaN
NaN
0
2020-01-08 18:16:57
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Date : 08-Jan-2020 Document Owner : Cyprien GRASSIN D'ALPHONSE-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AME - Oracle, ALTO, Servitrax, CARM, SNOW Slowness INC0535841 - January 8th, 2020 Timezone : GMT Total outage duration : 1 Hour 41 Minutes Executive Summary Classification : Major connectivity outage On January 8th, 2020 at 16:38 GMT+<09:38 = local time; GMT+2 if global>, Multiple users reported incidents regarding lack of access to critical applications impacting 34,000 users. The primary firewall appliance in the firewall cluster became saturated with sessions and it began to freeze for an undetermined reason. The saturation severely impacted users’ ability to connect to critical systems as well as severely degraded the performance experienced by users. This issue impacted all Airgas and Air Liquide systems reliant on single sign on and AD authentication. Initial investigation into the root cause identified a server server CPU that spiked to 90+% causing all sessions to freeze. The cluster was manually failed over to the second host allowing connectivity to resume. On January 8th, 2020 at 18:16 GMT+<11:16 = local time; GMT+2 if global>, the incident is resolved, leading to a service disruption of 1 Hour 38 Minutes Root cause CPU Spike caused a complete failure of the primary appliance Major steps leading to incident resolution1 January 8th, 2020 Cluster was failed over to backup Action Item Install JumboFix provided by CheckPoint to repair auto failover of the cluster. To be completed on final firewall during the April Change Weekend External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041728. Version: V1.0 Date: Author(s): Oussama AMEKRAN-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: 03-03-2020 Approver(s): Ryan Stamper Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0755560 - The Public Certificate for https://servitraxca.apps.airliquide.com/ is showing as e
English
oussama.amekran@eu.corp.airliquide.com
2
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:18:27
9
Major Incident Reports
NaN
#########
NaN
GIO - SEC - Secure Extranet
NaN
NaN
NaN
0
2021-06-09 18:34:25
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The Public Certificate for https://servitraxca.apps.airliquide.com/ is showing as expired using the old certificate INC0755560 - June 9th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 57 Minutes Executive Summary Classification :Major business apps outage On June 9th at 10:44 AM GMT-6, several users reported an incident, affecting North America scope and impacting all Servitrax users. Caused by a technical issue on a security device, Servitrax application became unavailable, which barred the connection to the application from being properly established. The resolution of the incident consisted in applying a correction to the faulty security component. On June 9th at 11:34 PM GMT-6, the incident is resolved, leading to a service disruption of 50 Minutes(INC0755560) Major steps leading to incident resolution1 June 9th, 2021 17:43 GMT+2: Mail from Amercas security team informing about an ongoing major outage for accessing Servitrax application. 17:44 GMT+2 : MMS incident is created and assigned to PSS-L2. 17:47 GMT+2 : Troubleshooting call in place with PSS-L2, PSS-L3 and Jay Garbart 17:50 GMT+2 : Previous SSL cerificate is in place for the application explaining the issue 17:51 GMT+2 : Correct SSL certificate is installed and issue is solved 17:52 to 18:30 GMT+2 : Pending Servitrax team confirmation for incident resolution. Initial root cause 17:50 GMT+2: Previous SSL certificate is used for the application instead of the current and correct one. Actions plan Case opened to the vendor (F5) to understand what had happened, PSS Based on the Vendor answers, correction on the design/ configuration if needed, PSS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042602.
MIR INC0682788 - Have not access in the CFD some users (January 19th, 2021)
English
oussama.amekran@eu.corp.airliquide.com
0
Zineb MELAIKIA-SC
Uncategorized
Published
2023-02-08 15:18:05
19
Major Incident Reports
NaN
#########
NaN
BAP - HUB - GIDEONS - CFD
NaN
NaN
NaN
1
2021-01-19 11:37:39
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Have not access in the CFD some users INC0682788 - January 19th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 3 Hours 39 Minutes Executive Summary Classification : Major business apps outage On January 19th at 08:11 AM GMT+2, several users reported an incident, affecting the CFD application not being reachable in Europe, impacting all users. The root cause was a change performed on the configuration of a security equipment, preventing the authentication mechanism, relying on Google, to function properly. The resolution consisted in applying a temporary solution to allow the impacted data flows. A permanent solution is being studied as part of the problem management. On January 19th at 11:37 AM GMT+2, the incident is resolved, leading to a service disruption of 3 Hours 39 Minutes due to a false positive occurred after a dynamique security update. (INC0682788) Major steps leading to incident resolution January 19th, 2021 08h11 Incident is created in MMS 08H57 Case is assigned to PSS L2 queue and several security devices are checked 10h00 Troubleshoot call is created by PSS L2 10h45 Authentication issue is suspected and help from KITE Team analysis is asked 11h05 Firewall issue is suspected 11h09 KITE team confirmed problem is not on their side and drops are found in Firewall logs 11h20 Workaround was found and in place 11h37 Application reachability is confirmed and case is closed Initial root cause 11:09 : false positive occurred after a dynamique security update. Actions plan Open a case to Firewall vendor for having this behaviour explanation (special character usage, bug...), PSS Depending on the vendor support: Find a way to prevent this situation to occur again, PSS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042342.
MIR INC0512769 - The site is down -1911M32480-1911M32574 (November 1st, 2019)
English
oussama.chenaoui@am.corp.airliquide.com
1
Tim GIDDEY-SC
Uncategorized
Published
2023-02-07 10:38:12
21
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2019-11-03 14:09:13
#########
NaN
GIO-NET-SUPPORT L1
Date : Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. This MIR has no Google doc equivalent The updates will be reported in each MIR every Monday morning (GMT+2) during the transition phase of the MIR migration in MMS. Last manual matching : 03/01/2020 Major Incident Report The site is down - INC0512769 - November 1st, 2019 Timezone : GMT Total outage duration : 2 Days 2 Hours 25 Minutes Executive Summary Classification : Major connectivity outage On November 1st, 2019 at 10:43 GMT+1 local time Monitoring tools reported an incident, affecting site FR181 in CARQUEFOU REGIONAL. No incident has been reported by end users due to the issue occurring out of business hours. The symptoms of the incident were a total loss of connectivity as both of the site’s circuits were impacted.The a priori root cause was a faulty piece of equipment on the OBS backbone network that resulted in a large network outage for the region. The resolution of the incident consisted of replacing the faulty device On November 3rd, 2019 at 13:09 GMT+1 local time, the incident is resolved, leading to a service disruption of 2 Days 2 Hours 25 Minutes. A priori root cause Issue with a network component in the OBS backbone. Major steps leading to incident resolution November 1st, 2019 Internet Router was added to the site so in case of an issue on the MPLS line the internet router will takeover. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041643. Version: V1.0 Date: Author(s): Oussama CHENAOUI-SC Service Manager validation Date: Approver(s): Service Director validation Date: Approver(s):
-1911m32480-1911m32574, 1st, 2019, airliquide, bis, bis europe, chenaoui@am, com, corp, down, english, europe, giddey-sc, inc0512769, mir, november, oussama, site, tim
NaN
KB0017000
MIR INC0582521 - The site is down - 2005E16642 (May 9th, 2020)
English
oussama.chenaoui@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2021-11-09 10:12:25
13
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2020-05-09 12:00:50
#########
NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down - 2005E16642 INC0582521 - May 9th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 3 Hours 54 Minutes Executive Summary Classification : "Major connectivity outage" On May 9th, 2020 at 06:06 GMT Monitoring reported an incident, affecting All users at the site The symptoms of the incident were total loss of service The a priori root cause was malfunction in the Orange network. The resolution of the incident consisted in waiting for the ISP to fix the issue On May 9th, 2020 at 10:00 GMT, the incident is resolved, leading to a service disruption of 3 Hours 54 Minutes Major steps leading to incident resolution1 May 09th, 2020 08:06 : The ticket was created. 08:08 : The ticket was assigned to a L1 engineer , and he started checking 08:33 : We called OBS to let them know that both nominal and secondary links are out of service. 08:37 : OBS informed us that the lines were impacted by an incident on the Orange network. 09:31 : We started our checks to confirm that all the devices on the site were UP. 09:43 : we requested an RFO from OBS. 10:46 : The customer confirmed that everything is functional. 12:00 : We confirmed that the site was completely UP for about 4 hours. 16:27 : We closed our ticket. Initial root cause Hardware issue in Orange network Actions plan we requested an RFO from OBS. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041951.
2005e16642, 2020, 9th, airliquide, bis, bis europe, chenaoui@am, com, corp, down, english, europe, giddey-sc, inc0582521, may, mir, oussama, site, tim
NaN
KB0015992
MIR INC0548633 - THe site is down -2002K05099 (February 8th, 2020)
English
oussama.chenaoui@am.corp.airliquide.com
2
Tim GIDDEY-SC
Uncategorized
Published
2021-08-20 12:05:09
11
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2020-02-08 9:50:56
#########
NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Date : 08/02/2020 Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report THe site is down -2002K05099 INC0548633 - February 8th, 2020 Timezone : GMT Total outage duration : 1 Hour 52 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification : "Major connectivity outage" On February 8th, 2020 at 06:58 GMT+2, Monitoring reported an incident, affecting BELFORT - FR141 and impacting 0 user. The symptoms of the incident were a total loss of connectivity. The a priori root cause was that customer was performing an electrical maintenance, without informed us. The resolution of the incident consisted in wait until the end of the maintenance On February 8th, 2020 at 08:50 GMT+2 , the incident is resolved, leading to a service disruption of 1 Hour 52 Minutes A priori root cause Customer maintenance Major steps leading to incident resolution1 February 8th, 2020 08:00 : The customer is contacted and informed that there is a maintenance at site 09:30 : The customer is contacted and informed that the maintenance is not over yet 09:43 : The customer called and informed that the maintenance is over. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041812. Version: V1.0 Date: Author(s): Oussama CHENAOUI-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
-2002k05099, 2020, 8th, airliquide, bis, chenaoui@am, com, corp, customer, customer maintenance\n bis home healthcare, down, english, february, giddey-sc, healthcare, home, inc0548633, maintenance, mir, oussama, site, tim
NaN
KB0021186
BTS Power BI Applications access on CARM
English
oussama.mhamdi@eu.corp.airliquide.com
523
Radha KARMALI-SC
Uncategorized
Published
2025-09-29 13:55:36
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BI
NaN
NaN
NaN
190
2025-06-09 8:44:23
#########
NaN
GDO-BI-SUPPORT-L3
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user need assistance on how to request for BI access and which report name, they need to access STEPS: 1. Please find below the report name and respective access required in CARM and guide the user. Report Name CARM Access under BI For Operations 0033-Corp-IM-LED_APAC_Prod Group Level > IM > LED-Logistics Excellence Dashboards > LED-Worldwide > Select respective Entity 6001-APAC IM Self Service APAC Hub -> APAC IM Self Service 6009-APAC Finance APAC Hub -> APAC Finance Self Service -> Cost Management -> Select respective Entity 6012 - APAC FSSC APAC Hub -> APAC FSSC 6028-APAC GYM BAP-COE-BI-L2 will give access 6034 - APAC Safety & IMS Self BI access required 6044-APAC-Sales BI APAC Hub > APAC Sales > Select respective Entity To be able to log in to Power BI, user must have access to Self BI in CARM. To know more, follow - KB0013695. 2. Raise a request for the user https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=77f3ae6393f8a610cddef0718bba10da&searchTerm=sdr 3. Close the Cattask generated by the Request LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: CARM RequestReason: User needs access to BI for Operations -o-Resolution Notes for Cattask: Assisted user with submitting the request for BI for Operations.
access, airliquide, apac, apac gdo, apac power bi, applications, apps, bi, bts, carm, com, corp, english, gdo, karmali-sc, mhamdi@eu, oussama, power, power bi, power bi apps, radha
NaN
KB0048740
ADP - Necessary Information to Open an Incident for Americas Data BI Team
English
oussama.mhamdi@eu.corp.airliquide.com
212
Zahra APERT
Uncategorized
Published
2025-09-29 14:34:57
5
GIO Service Desk
NaN
#########
NaN
BAM - ATLAS - Finance
NaN
NaN
NaN
82
2025-06-09 8:52:36
#########
NaN
GDO-BI-SUPPORT-L3
REGION:AME ENTITY:BIS AMER SYMPTOMS: A PowerBI user or a business user... thinks there is an issue with the data model on one of the modulesthinks there is a field or a table missing in ADP so that he can transition his OBIEE report to Power BIneeds to report a bug found in the Americas Data Platform BEFORE YOU START: This section is to guide the business user in the event a bug is identified within the Americas Data Platform. Bugs should be reported as Incident tickets.When reporting a bug, please make sure you define all the fields as prompted, outlined below. Any tickets which do not follow the procedure, or are missing information, will be closed. STEPS: Ask what activity the user is doing: If the user is building a Power BI report, include the relevant information: Include the Data source they are connecting to: If the user is already connected or has already built a report or dashboard:Check the 'transform data' option. Follow the steps 1,2,3,4 and 5 on Power BI as you see on the pictures 1, 2 and 3In the following example, the data source is both of the following: The server: asazure://aspaaseastus2.asazure.windows.net/aleaus2bigprodaascwav01 and,the database: OrderActivity.the connection mode is 'connect live'/'live connection'. Please include in the ticket, the server asazure://aspaaseastus2.asazure.windows.net/aleaus2bigprodaascwav01, the OrderActivity database, and the connection connect live.Note: The database can also be called: cube, model, analysis services. Picture 1: Transform data and data source settings Picture 2: Transform data and data source settings options Picture 3: Transform data connection If the user is connected to the database (empty report or dashboard): Check the 'get data' option. Follow the steps 1,2,3,4 and 5 on Power BI as you see on the pictures 4 and 5In the following example, the data source is both of the following: The server: asazure://aspaaseastus2.asazure.windows.net/aleaus2bigprodaasabic01 and,the database: Finance.The connection: connect live Please include in the ticket, the server asazure://aspaaseastus2.asazure.windows.net/aleaus2bigprodaasabic01, the Finance database, and the connection connect live.Note: The database can also be called: cube, model, analysis services. Picture 4: Get data Picture 5: Get data options Alternatively, the user can leave the database option empty. And pick it up in the dropdown list after connecting to the server. Check the get data option. Follow the steps 1,2,3 and 4 on Power BI as you see on the pictures 6 and 7. Picture 6: Get data options alternative option Picture 7: Get data options alternative option menu If the user is accessing a Power BI report, include the relevant information. Follow step 1, 2, 3 and 4 from picture 8 or picture 9:From the App example (picture 8), you have: The Link to the report / app: https://app.powerbi.com/groups/me/apps/9463184a-d5aa-49ef-9e22-239c345ac5f3/dashboards/423db9a6-ba0c-4cac-9d66-fb28d3c4a108The Workspace/App name: 3022 - ATLASReport name : Assets amount by cylinder model - Overview From the Workspace example (picture 9), you have: The Link to the report / app: https://app.powerbi.com/groups/50097b0a-f2b8-4896-a10c-a66b7fa0f7db/reports/c00ac527-e062-4909-aac6-0e2b4aa10202/ReportSectionc215a57cec1cba15a606The Workspace/App name: 3022 - BI ConvergenceReport name : Assets amount by cylinder model - Overview Picture 8: App Picture 9: Workspace Note: a report inside an App and a workspace have similar behavior. When the user is accessing an app, he/she does not have the sidebar icons on the left side. Also, in the app, we have both the workspace name and the app name on the same screen. On the other hand, we have only the workspace name when accessing through this mode. LOGGING CATEGORISATION: Ticket template to be used: AME - Americas Data Platform Business service: BAM - ATLAS -... see list of business services when creating the ticket, according to affected module BAM - ATLAS - FinanceBAM - ATLAS - InventoryBAM - ATLAS - Miscellaneous (Costing & Manufacturing)BAM - ATLAS - ProcurementBAM - ATLAS - ProjectsBAM - ATLAS - Sales Configuration item: ATLAS - AMER - PROD Category: Application Subcategory: Bug / Defect Assignment group: BAM-APP-L2-AmericasDataPlatform TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
A purchase order can be changed at any moment of the process by the Requester, by searching for the PO number in My Activity and using Request a change or Edit Change for PO's that have already been changed. Requester Requisitioner Local Competency Center Search for the PO in Activity and use the request change button, then make changes and submit for approval. NOTE: Remember for any change the line on the PO it must have no Goods Receipts and Invoices matched. If Goods receipts are done but no invoices then ask for the GR to be Voided by Requisitionner, If Invoices are matched not change is allowed and a new line/PO should be created. 23 - How can I change a Purchase Order?
A Purchase order Communication can be monitored in two ways In the Purchase Order under the supplier information, it can be tracked if the Supplier has Opened the email and the date it was opened. It can also be monitored by the Requisitionner through the Outbound Emails in Setup. NOTE: Outbound emails can only be checked for the last 60 days, after this point the Outbound message will not be stored Requester Requisitioner Local Competency Center To Monitor Outbound Emails go to Setup, and search for Outbound email, By default all outbound mails will be shown, filter to your need for example: View/Bounced or Not Sent, Filter a view by clicking Advanced, Subject contains Purchase order, Status is Not Sent or Bounced Determine the right action from the error: Bounced ===> Review email address it has been rejected by the supplier server, it does not exist or out of office received (remember to ask Tools Specialist for the email address to be unblocked after) Not Sent ===> Requester should contact the supplier or Sourcer to get the get the right email address of the contact, Requisitionner can resend to the correct email address using the Green Arrow OR PO is a revision and should not be sent, Requisitionner should use the Green arrow and Mark PO as sent. 3 - How do I monitor outbound e-mail?
airliquide, alis, bounced, com, competancy, corp, do, e-mails, email, english, evelyne, how, jackson@eu, lcc, local, local competancy, mark, mark as sent, monitor, not, not received, not sent, outbound, outbound email, received, requester, requisitioner, sent, sourcer, specialist, supplier, tools, tools specialist, wise
NaN
KB0030319
I would need access to Wise but is met only with Login error.
English
p.jackson@eu.corp.airliquide.com
4
Evelyne ALIS
Uncategorized
Published
2025-07-29 1:59:56
6
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
3
2022-04-27 11:43:23
#########
INC0932122
EU-PROC-WISE-L2
2022-04-27 10:43:23 - Paul JACKSON Additional comments Resolution notes:not an incident, New starters should have there manager complete the cluster google form. For NEC cluster entities the form can be found here:-https://docs.google.com/forms/d/e/1FAIpQLSfymjl9WDLeDQdytDyC5d0sXHqExBWpJ4bZCBc49Pdxd0EDTA/viewform?usp=sf_link 2022-04-27 10:40:27 - Paul JACKSON Additional comments Requested forJorgen FINNECall back number+46 72 234 41 82SourceSelf-serviceConfiguration itemWISE - PRODBusiness ServiceProcure to ReceiptUser Impact3 - One userUser Urgency1 - No ability to workDescriptionLacking access to Wise.
access, airliquide, alis, but, com, corp, english, evelyne, jackson@eu, login, met, nec, nec new user, new, new wise, only, wise, wise access, would
NaN
KB0016775
WISE - How can I add a comment in a Purchase Request?
English
p.jackson@eu.corp.airliquide.com
11
Evelyne ALIS
Uncategorized
Published
2025-07-29 22:09:56
33
myITcorner
NaN
#########
5.00
NaN
NaN
NaN
NaN
0
2020-04-27 16:31:10
#########
NaN
EU-PROC-WISE-L2
You can add comments to a Purchase Requisition to Share with Suppliers and Internal Users by: Adding Text or attachments to the Requisition Header Adding Text or attachments to a Requisition Line Add Comments to internal users not in the Approval chain Add Comments to all users in the approval chain for a Requisition Requester Requisitioner Local Competency Center In A Purchase Requisition (CART) click on Attachments or Text, type text or add attachment and decide if this needs to be sent to the supplier. On a Purchase Requisition Line, Select the line, click on Attachments or Text, type text or add attachment and decide if this needs to be sent to the supplier. To add comments to an internal user of WISE not involved in the Purchase Requisition, Scroll down to Comments, use the @ and start typing the users name, select user and type comments then click Add Comments To send comments to all approvers in the Chain of the Purchase requisition, Scroll down to Comments, type comments then click Add Comments 12 - How can I add a comment in a Purchase Request?
Incorrect Invoice Approval Workflow and Limits. This KB article helps to find the correct approval workflow setup in system. Steps: 1. Login to Oracle E-Business Suite for ALPROD (https://alprod.as.corp.airliquide.com:443) 2. Go to Respective Entity Purchasing Enquiry Responsibility 3. An OAF oracle page will be opened as below Select the Position Hierarchy name and OU > submit 4. Report will be generated with all the positions and reporting to, click on expand all to see the detailed flow Check if the Invoice approval flow and the Position Hierarchy report flow matches. If yes, there are no issues in the setup and Approvals are working as expected. Incase of any changes required or if found that approval has not been sent according to the report kindly raise a ticket with IT. To check the Limits of Approver Go to Respective Entity Payable Enquiry 1) Go to View > Submit a New Request > Enter CUX AME Invoice approval limit Report > submit > ok > no > Click on find to check the request 2 ) Output Excel file will be generated with below details LOOKUP_CODE - Defines entity LOOKUP_CODE MEANING - Defines Position with OU (check the required Position name) Currency - Defines currency for which Limit is setup Description - Defines Maximum Approval Limit POSITION & Name1 - Defines the Position name and employee name to whom the position is assigned to PARENT NAME1 - Employee in Column Name1 directly reports to PARENT NAME1 Check if the Invoice approval flow is working as per the report limits. If yes, there are no issues in the setup and Approvals are working as expected. In case of any changes required or if found that approval has not been sent according to the report kindly raise a ticket with IT.
REGION:AMER ENTITY:BIS AMER SYMPTOMS: User is requesting assistance with Zebra handheld. BEFORE YOU START: For Zebra printers refer to Zebra printer assistance for AME users - KB0056724. STEPS: Out of scope of the Service Desk, use Configuration Item and Business Service to determine the default routing rules to assign the tickets to the appropriate team. 1. Make sure the device is indeed a handheld NOT a printer 2. Obtain the following information of the handheld Model Serial number 3. Detailed description of the issue 4. Assign the ticket using the categorization below. LOGGING CATEGORIZATION: Business service: ALZ - Returnable Asset Category: Devices Subcategory: Hardware Assignment group: ALZ-AME-GCS-Returnable Assets-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Alizent
Care Orchestrator - Unable to Read Card Data on Win11 24H2
English
paola.carmona@am.corp.airliquide.com
206
NaN
Uncategorized
Published
2025-09-18 18:52:31
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
18
2025-09-18 18:51:16
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:Healthcare Entities SYMPTOMS: This article describes steps to follow in case a user is unable to read card data in Care Orchestrator on a Windows 11 24H2 computer. POSSIBLE CAUSES: The WMIC Windows feature that is needed by the app to read the data off cards is no longer enabled by default anymore on Windows 11 24H2 (and future higher versions).In order to solve the issue, the WMIC feature needs to be manually enabled. BEFORE YOU START: Make sure that the Respironics Data Card Plugin is already installed on the computer, if not, have the user log in to the Care Orchestrator website, then download and install it. Check the Windows version of the PC by opening CMD and typing the following command: Winver If the version is 24H2 or higher, WMIC will need to be manually enabled as per the steps below. STEPS: THIS PROCESS NEEDS TO BE DONE IN THE GIOLAC SESSION 1. Connect to the user's PC and open the Settings. 2. Search for the 'Optional Features' option. 3. Click on ´View features´ 4. Search for ´WMIC, then select it and hit ´Next´ 5. Now wait for it to install 6. Reboot the PC and test Care Orchestrator again. Alternative method: 1. Open Powershell as administrator and run the following command: add-WindowsCapability -online -name WMIC 2. Reboot the PC when done, test Care Orchestrator LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: WMIC enabled, user can now use Care Orchestrator ARTICLE TYPE: FCR TEAM: L1
Intranet Argentina,Chile and Uruguay - Any Issue or Request
English
paola.carmona@am.corp.airliquide.com
1196
Juan Pablo DE LUNGARO
Uncategorized
Published
2025-09-29 14:48:13
5
GIO Service Desk
NaN
#########
3.00
BAM - Finance & ERP - Oracle SAM
NaN
NaN
NaN
554
2025-09-16 19:49:02
#########
NaN
BAM-APP-L2-Finance & ERP - SAM
REGION:AMER ENTITY:BIS AMER SYMPTOMS: User is requesting for: Access to intranetPassword resetAccount termination OR User is reporting any issue with Intranet in Argentina, Chile or Uruguay BEFORE YOU START: Intranet is a LATAM portal where users open/run Local Business applications Applicable for: Chile, Uruguay and Argentina. Intranet Access Link: http://intranetalasa/eframework/ If user needs to access to Oracle SAM, kindly provide the direct link, since it is not necessary to open it through Intranet. STEPS: Access request 1.- Open an Incident type ticket and send it to the resolver team indicated in the Categorization below. Password reset / Unable to access to Intranet When a user is reporting that they are unable to access to Intranet, but he has done it before: As Intranet is working with SSO (Single Sign-On), the most likely reason for issues with signing in is either the expiry of the Windows password of the user or that a freshly created password is not synchronised correctly with the Windows session of the user.Whenever there is a problem with the password, the user is greeted with the below window upon trying to enter: If the user tries with an incorrect/expired password or cancels the window, the following message is shown: In such cases do the following with the user: 1. Test if they know their password and if it is valid by trying to open any application as 'Different user' - to run any app as different user, hold down the SHIFT button on the keyboard and right click on the icon of the app, then select 'Run as different user'. Ask user to type their Windows username and AD password into the window that comes up.2. If you get any error, it means that there is an issue with the password of the user, attempt to go to CARM and have the user change their own password, then sync the password as per KB0024426 - WINDOWS - How to test/synchronise Windows password after reset 3. If CARM is not reachable either because of the password issue, provide a new AD password to the user as per KB0011363 - Windows Account - password reset 4. Don't forget to sync the password in this case as well. 5. If Intranet is still asking for credentials, have the user try to enter with their new password. If the site keeps asking for credentials each time the user tries to enter, reset browser caches and try again. 6. If the above solves the issue, open and close an Incident about the troubleshooting that was performed. 7. If the issue is not resolved, open an Incident type ticket and send it to the resolver team indicated in the Categorization below. Account termination 1.- Open an Incident type ticket and send it to the resolver team indicated in the Categorization below. LOGGING CATEGORISATION: Business service: BAM - Finance & ERP - Oracle SAM Catetory: Application Subcategory: Depending on issue/request Assignment Group: BAM-APP-L2-Finance & ERP - Intranet CI: Oracle R12.2.4 South America - LATAM - PROD Closure notes (if solved on L1): Assisted with login to Intranet
REGION:AMER ENTITY:BIS AMER SYMPTOMS: User is requesting assistance with Zebra printer installation or has an issue with the it. BEFORE YOU START: For non-standard printer installation refer to Printer - Non standard printer installation by country KB0041432 For Uniflow printer installation refer to BTS Canon MPS Uniflow Online Smartclient - first time install KB0055511 For Zebra handheld refer to Zebra handheld assistance for AME users - KB0056735 STEPS: PRINTER INSTALLATION 1. Obtain the following information from the user: Hostname IP address of the printer Model (possible models: Z4M, ZD421, ZP450, ZD230, ZT410) Connection type of the printer (USB or Network) 2. Remote to the user's computer 3. Open the computer Settings 4. Navigate to Bluetooth and devices > Printers and scanners > Add device If the printer comes up in the suggested devices click on 'Add device' next to it If it is not listed, proceed with the following steps 5. Click on 'Add a new device manually' 6. Select the option 'Add a printer using an IP address or hostname', click on Next 7. Select the option 'TCP/IP Device' and add manually the IP address 8. Send a test page to verify printer works correctly PRINTER ISSUES 1. Obtain the following information from the user: Hostname IP address of the printer Model (possible models: Z4M, ZD421, ZP450, ZD230, ZT410) Connection type of the printer (USB or Network) 2. Provide the full description of the problem. Possible issues may be: Labels are not printing correctly or there is no print on the labelInstallation failedRibbon wrinkling, breakage, or failure to detect ribbonSlow printing or printer is frozenQueue is stuckMissing driversMissing cartridgesAlignment issuesUnable to print from Oracle, Assettrak, SAP or other appPrinter is not connecting to the network 3. Assign the ticket using the categorization below. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal PrinterModel/brand of the target printer: Printer hostname/IP In case of blank ESS Incident submitted by the user: Business service: BAM - Local printers Configuration item: Hostname of user's computer Category: Devices Subcategory: Printers Assignment group: Corresponding FS teamResolution Notes: Printer assistance and configuration request submitted
REGION:AMER ENTITY:BIS AMER SYMPTOMS: Scada Application installation and corresponding MS Excel plugin installation is needed by the user. BEFORE YOU START: Managers should direct users to the link below to install SCADA. The program is not installed in every computer. http://altacsweb.am.corp.airliquide.com/altacs/downloads/winterm32-setup-download.html The link must be opened from the AL network http://altacsweb.am.corp.airliquide.com/ = http://172.20.153.225/ For issues reported in Scada, refer to KB0050228 - Industrial Network - Industrial Virtual Server Issues STEPS: Application Install Go to this link: http://altacsweb.am.corp.airliquide.com/Click on Downloads First download "Winterm32.ex Update". Then paste it in the user's desktopNow download the "Winterm Steup" The folder will need to be unzip > Right click on the folder > Click on 7-Zip > Click on "Extract to"winTerm32_setup\" 3. Double click on the folder Run this file as administrator and follow the installation prompt MS Excel plugin Installation *Before installation, make sure to close all Office applications. Download Add in from: http://altacsweb.am.corp.airliquide.com/Go to Downloads > Altacs Excel Add in 3.1 Beta Extract the file.Run setup.exe and follow the prompt.Login as Admin and continue until completed.Once done, open MS ExcelGo to File > Options > Add-Ins.Click on Go On the Add-Ins box click BrowseGo to C: drive > Program files x86 > Air liquide> Add- ins (C:\Program files x86\Air liquide\Add-ins) Select altacs.xla then click install. Office configuration will startLogin as Admin when prompted.Relaunch Excel. Other Application Issues -Refer user to Application Administrator, See Escalation Rules/Point of Contact. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Installation / Deployment Resolution Notes: Assisted user with the installation of the needed Scada application. TICKET TYPE: Incident ARTICLE TYPE: FCR> If unable to install, assign to the appropriate local support TEAM: L1
COUNTRY/REGION:AME ENTITY:VITALAIRE SYMPTOMS: User calls because they need Alfresco access. BEFORE YOU START: Link to the Web Portal: http://am-va-alf-prd-web/share STEPS: If a user is contacting the Service Desk about access to Alfresco: User needs to have their manager's approval to be addedAdd the AD Group of the branch they belong to (App_Alfresco_Users) using the Add / remove Active Directory Groups Members form Example of a user with Alfresco access to different branches: How to check the group in AD: Once added the user should have access to the folders. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: According to the case Resolution Notes: MyITCorner Assistance request submitted. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
Printer - Non standard printer installation by country
English
paola.carmona@am.corp.airliquide.com
2770
Dafne FRANCO-SC
Printing / Devices
Published
2025-09-29 13:49:14
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Local Support - AME
NaN
NaN
NaN
1769
2025-08-05 23:29:34
#########
NaN
GIO-EUS-EUROPE-SDA
REGION:AMER ENTITY:BIS AMER SYMPTOMS: User is requesting for the installation of a printer that is not managed by Uniflow ONLINE BEFORE YOU START: Make sure that user´s printer IS NOT UNIFLOW ONLINE managed device. STEPS: 1.- Remote into user's computer. 2.- Open the computer Settings 3.- Navigate to Bluetooth and devices > Printers and scanners > Add device A new option Will be displayed bellow4.- Click on 'Add a new device manually' 5.- Gather the IP address and model of the printer from user or find it in the file of printers by location: Canada ALC Canada Vitalaire LATAM printers (AR, MX, CL, UY, CO, PY, DO) 6.- Select the option: 'Add a printer using an IP address or hostname', click on Next. 7.- Select the option 'TCP/IP Device' and add manually the IP address. *DISABLE the 'QUERY THE PRINTER AND AUTOMATICALLY SELECT THE DRIVER TO USE' option. Leave the default settings on this next window and click 'Next'. 9.- When offered, select the appropriate driver. 9.1 In case there are no available drivers, make sure to use the proper drivers by downloading them from the manufacturer's official website according to the model of the printerIMPORTANT: For Argentinian users, the drivers that end-users might need can be found on each computer on the following path: C:\Windows\Drivers y Programas 64 bits\Impresoras - browse to the correct driver based on the model using this path instead of downloading the driver from the manufacturer site, only look for the driver online if you do not find the appropriate driver on the above path.e.g. If the printer is CANON, DO NOT select the Generic - Generic/text only drivers from the list. Install the corresponding drivers by clicking the "Have Disk..." option and manually search for the downloaded drivers. 10.- Make sure the printer was connected successfully by sending a test page to print. 11. If prompted, leave the selection 'Use the driver that is currently installed (recommended)' and click on Next 12. If prompted, type the name of the printer to correspond to the one in the sheets file from step 5. and click on Next 13. Select 'Share this printer so that others on your network can find and use it' and click on Next. The name should correspond again 14. Leave the option 'Set as default printer' selected 15. In the same window, click on 'Print a test page' and then on 'Finish' LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Personal PrinterModel/brand of the target printer: Printer hostname/IP In case of blank ESS Incident submitted by the user: Business service: BAM - Local printers Configuration item: Hostname of user's computer Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.
airliquide, america, argentina, argentina printers, canada, canada printers, carmona@am, com, corp, country, dafne, english, franco-sc, installation, latin, latin america printer, local, local printer, manual, non, non standard printer, non-managed, non-managed printers, non-standard, non-standard printer, not, not uniflow, paola, print, printer, printer non uniflow, printers, standard, states, unable, unable to print, uniflow, united, united states
NaN
KB0049928
Servitrax - Handheld Connectivity Issue
English
paola.carmona@am.corp.airliquide.com
75
Pierre RZEKIECKI
Uncategorized
Published
2025-09-26 16:47:00
4
GIO Service Desk
NaN
#########
NaN
ALZ - Remote Asset
NaN
NaN
NaN
10
2025-09-26 16:44:46
#########
NaN
BAM-APP-L1-SERVITRAX
COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: An end-user reports that a Servitrax handheld is not connecting to the Wi-fi. BEFORE YOU START: Air Liquide Canada: Metal Fabrication - Logistics and Sales Office Aerohive is used for handheld devices to connect into the Air Liquide Network to access the Servitrax application. Aerohive access points are exterior wall mounted wireless access points. The Service Desk, or specifically the Network Engineering Air Liquide group, only supports the access point for wireless connectivity issues. STEPS: The handhelds connect to the Air Liquide Network through interior and exterior wall mounted wireless access points. GIO-NET-SUPPORT-L1 only supports these wall mounted access points for wireless connectivity. In case a Servitrax handheld is not connecting to the wi-fi, gather the below details, create a ticket based on the below categorization and send it to the indicated Assignment Group. IMEI# and the Model# - Please see below to get this information:Alternative to IMEI: Serial Number LOGGING CATEGORISATION: Business service: GIO - NET - Site Connectivity Category: Devices Subcategory: Connectivity Assignment group: GIO-NET-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
COUNTRY/REGION:AMER ENTITY:BIS AMERICAS SYMPTOMS: User needs help transferring all their files to a new computer. User had to replace their old laptop. BEFORE YOU START: Make sure the user has access to both computers for the transfer to be easier. For Argentinian users who were migrated from SAM to NAM (ALABS) refer to KB0043029. For users who want to use Google Drive as a local folder stored in their computer refer to KB0052760. STEPS: 1. Remote to the user's OLD computer 2. In Google Chrome, open a new tab and click on the Google apps 3. Open Drive and click on New to create a New folder 4. Name the folder with the user's name and click on Create. Follow this example 5. Open the File Explorer and navigate to Documents 6. Select the folders the user would like to have in the new computer and copy them. Or drag them to the folder in Google Drive 7. Repeat the action with the Downloads folder and any other the user needs 8. Wait for all the folders to finish uploading in Drive 9. Once done, remote to the NEW computer 10. Open Google Drive 11. Select all files in the Drive and right click on any file to display more options 12. Click on Download 13. This will create a .zip file. Wait for all the files to be compressed 14. When you get a 'Save as' window go to Downloads and rename the .zip to match the name in Drive 15. Once downloaded, right click on the file and select 7-Zip, then Extract here LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: DriveContext: Assistance to get all the files from the old computer to the new one. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted the user transferring their files to the new computer.
airliquide, all, all files, carmona@am, com, computer, corp, drive, english, file, file transfer, file upload, files, folders, google, google drive, hardware, need transfer, new, new computer, new pc, paola, pc, software, transfer, transfer files, upload, uploading, uploading files, windows, windows files, windows folders
NaN
KB0041211
Canon UniFlow ONLINE Printer - No jobs are visible on the printer
English
paola.carmona@am.corp.airliquide.com
1032
Dafne FRANCO-SC
Printing / Devices
Published
2025-07-30 19:10:24
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - MPS
NaN
NaN
NaN
377
2025-07-30 19:09:58
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
REGION:GLOBAL ENTITY:ALL SYMPTOMS: When the user is in front of the printer and click on the Secure Print icon no jobs appear in the list BEFORE YOU START: Users got installed on their computers the SmartClient software. Always gather next information: Printer name (if ip was provided you can run an nslookup in the AL environment for the printer name)Printer IP address (if printer name was provided you can run an nslookup in the AL environment for the ip address)Serial NumberPrinter Make and ModelComputer name & IP addressUser's actual location (should had been verified at the beginning of the call)Documentation of where was driver downloaded from and actual driver name installedCorrespondent ticket documentation, what was done, what was attempted. STEPS: 1.- Right click on its SmartClient icon on the task bar and select Exit. 2.- Relaunch the Uniflow SmartClient by searching SmartClient in the windows menu and click on it. 3.- Test and confirm if it works properly 4. - You can also try the Re-register button after opening the Smartclient from the System Tray icon (up arrow at bottom right) 5. - In Marimba Online locate Uniflow, right click on the package and click on Repair. If reparation fails, proceed to reinstall it. 6. - You can also try to reinstall the client 7. - If nothing else works and you would like to send the ticket to the MPS team, please gather the Diagnostic File from the Uniflow SmartClient: Double click on the icon in the task barClick on Diagnostic buttonAttach the zip file to the ticket LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device : Personal PrinterModel/brand of the target printer (if MPS use the hostname of the print): (Fill it with the user.) In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - MPS Configuration item: UNIFLOW ONLINE - PROD Category: Devices Subcategory: Printers Assignment group: GIO-EUS-GOPS-CWS-MPS-L3 Resolution Notes: User was able to print after relaunching the SmartClient application. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: GIO-EUS-GOPS-CWS-MPS-L3
airliquide, america, canada, canon, carmona@am, client, com, corp, dafne, english, franco-sc, gray, jobs, launch, managed, migration, no, online, paola, print, printer, printing, relaunch, select, services, smart, smart client gray select printer uniflow online printer unable to select printer unable to print managed printing services relaunch launch uniflow uniflow no jobs are visible on the printer, unable, unflow, unflow canada, uniflow, uniflow america, uniflow jobs, uniflow smart client, visible
NaN
KB0014190
BTS - ETS - Electronic Timesheet System
English
paola.carmona@am.corp.airliquide.com
95
Alejandro COLLADO
Uncategorized
Published
2025-09-29 14:32:15
6
GIO Service Desk
NaN
#########
NaN
GIO-CS-AMER-AWS Managed Account
NaN
NaN
NaN
39
2025-07-14 16:56:33
#########
NaN
GIO-CS-SD-CLOUDAWS-L2
COUNTRY/REGION: GLOBAL ENTITY: US & E&C SYMPTOMS: ETS (Electronic Timesheet) Login issues Contact information User is unable to load ETS website, prompted for credentials Users network ID isnt found in the employee database Other issues with ETS BEFORE YOU START: The Service Desk does not support any issues within the Electronic Timesheet System. Other than troubleshooting the SSO login, user should be directed to his ETS Administrator. Applicability: US and E&C. Access: User can access the site by visiting http://dev-timesheets.am.corp.airliquide.com/dev-timesheets//timesheet/ Or https://bam.apps.airliquide.com/dev-timesheets/timesheet/ STEPS: The Service Desk does not support any issues within the Electronic Timesheet System. Other than troubleshooting the SSO login, user should be directed to his ETS Administrator. Applicability: US and E&C. Access: User can access the site by visiting http://dev-timesheets.am.corp.airliquide.com/dev-timesheets//timesheet/ Or https://bam.apps.airliquide.com/dev-timesheets/timesheet/ Escalation Process / Point of Contact ETS Administrators US-ALL: ALLIUS CI (US Large Industries Capital Improvements)Christie McQueen+1 713-624-8285christy.mcqueen@airliquide.comUS-ALT: ALUS IT (US Cluster IT)Laurence Verret+1 713-402-2279laurence.verret@airliquide.comUS-ALP: E&C (Engineering & Construction)Lillie Galindo+1 713-624-8438lillie.galindo@airliquide.com LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related line Explanation: Guidance to the corresponding Point of Contact. In case of blank ESS Incident submitted by the user: Business service: GIO-CS-AMER-Storage Service Configuration item: ETS Timesheet NAM - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
airliquide, alejandro, bts, carmona@am, collado, com, corp, electronic, electronic timesheet system electronic timesheet timesheet system time sheet electronic ets, english, ets, paola, sheet, system, time, timesheet
NaN
KB0056976
InfoSmart plugin installation
English
paola.carmona@am.corp.airliquide.com
14
NaN
Uncategorized
Published
2025-09-11 23:00:18
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
4
2025-09-11 22:59:45
#########
NaN
BAM-APP-L2-ALHC-Apps
COUNTRY/REGION:Canada and Colombia ENTITY:BIS AMERICAS SYMPTOMS: The user needs to install a plugin to use the InfoSmart website. BEFORE YOU START: The user already has an InfoSmart account. Application may be installed on the computer, but the website requires the plugin to run. STEPS: 1. Have the user login to their account and show you the installation window. Alternatively, you may try going to https://www.fpinfosmart.com/PatientManagement#/download or https://www.fpinfosmart.com/PatientManagement#/install) 2. Click on Download and wait for the file to be downloaded on the computer If the download window doesn't come up, delete cookies and cache, and reload the site. 3. Run the installer with admin credentials If required, click on Try again to start installing the plugin. 4. Once installed, please restart the computer. Even if you don't get the following message. 5. Once the restart is done have the user test the plugin by downloading the patient's information If the user is still unable to work after the plugin installation have them request the Device Access in CARM. LOGGING CATEGORISATION: Business Service: GIO - EUS - UWP - Windows OS Configuration item: PC name Category: Application Subcategory: Installation / Deployment Resolution Notes: Installed required InfoSmart plugin to download patient's information. TICKET TYPE: Incident TEAM: L1
REGION:LATAM ENTITY:All SYMPTOMS: This article describes the steps to follow whenever an end-user from LATAM is stating that ever since they migrated to Windows11, the performance of their PC is low to the point that it is impacting their productivity at work. POSSIBLE CAUSES: There are some computers in LATAM - mainly in Argentina - that are a bit older and they only have 8GB of RAM built in to the computer. This has been pinpointed as one of the main reasons the performance issue can be observed. BEFORE YOU START: It is very uncommon for computers from the US and Canada to only have 8 GB of RAM, but if you have a user from these countries with the same issues, you may proceed with this KB as well. Always start your troubleshooting with the below steps about checking the RAM, if you see that the PC ONLY has 8GB of RAM, follow the steps in this KB. If you see that the computer has at least 16GB of RAM, please follow steps of the following article: KB0011816 - WINDOWS - computer slowness STEPS: 1. Connect to the computer and check how much RAM it has by typing the word 'RAM' in to the Start Menu Search Field, the 'View RAM info' option will come up. 2. In the Settings window that appears, you will find information about the RAM. 3. If you have identified that the computer in question ONLY HAS 8GB of RAM, guide the user to MyITCorner to submit the 'Order non-standard hardware'. 4. Below is a screenshot about the important fields of the request that need to be filled out: GL Code needs to be 00 for all concerned usersUser needs to mention that they need additional RAM in the 'What item(s) do you need?' fieldAs Business Justification user needs to mention that their PC has migrated to Windows11 and it has a low performance ever since. 5. Help user to submit the form and close the ticket about the interaction with the user as per the below categorization. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalogue itemExplanation/context: Guided user to request more RAM for the computer In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Support / Assistance Resolution Notes for the INC ticket: Submitted the "Order non-standard hardware" request on behalf the user. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
GIO EUR - POWER CUT Electrical Maintenance on site - Informative change creation
English
papa.thiendoundiaye@eu.corp.airliquide.c
6
Malik MERIDJA
Uncategorized
Published
2025-07-28 16:08:14
25
IT Knowledge
NaN
#########
5.00
NaN
NaN
NaN
NaN
0
2020-02-18 16:08:47
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NaN
GIO-PCI-ITSM-Global Process Manager
A Youtube Video is available (with Subtitles), click here to see it. Steps to create informative change : Process Power Cut Activity Info: If you have trouble viewing this document please click here Copy the initial power cut change (When change is copied you don’t have any task). Save the copied change to have the natives tasks. Right click on top bar and select in the display menu “Apply Advanced Template” and right click on it. In the pop up, use the loup to “select a template to apply” (In Prod env : ADVTMPL0001696 - in Dev env : ADVTMPL0001694). In the new pop go to the column “Number” and past the advanced template corresponding to your environment. Select in radio button “allow template to overwrite existing values” ( in order to onboard the news tasks in the change.) Right click in “apply” in green button (you have the news tasks for Sec-PSS, Sec-ADAS and N&T) Assign to yourself the change as change coordinator In Schedule tab, fill the mandatory fields “planned start date and planned end date” and save. Select all additional tasks not needed in the informative change. On the bottom page display “actions on select rows..” on the left , scroll down and Select “delete” On the pop up confirm “delete the selected record” ( we have now only expected tasks.) Modify the change coordination group to GIO-SEC-PSS-L2 and save. Submit the Sec-PSS task only, save and exit. Congratulation your informative change is done !
NETWORK INFORMATION COLLECTION GUIDE FOR WINDOWS USERS
English
parimala.kanapathy@eu.corp.airliquide.co
9
NaN
Windows - Storage / Performance
Published
2025-09-29 14:19:15
5
myITcorner
NaN
#########
NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
0
2025-09-18 8:46:27
#########
NaN
GIO-EUS-SD-APAC-L1
How to Use This Guide This guide helps you collect network information your IT support needs. Please check with your IT support which information they need: IP Configuration: Go to the IP Configuration Section.Traceroute Test: Go to the Traceroute Test Section.Ping Test: Go to the Ping Test Section.Speed Test: Go to the Speed Test Section.If IT asks for all information: Please follow all sections in this guide. Once all information has been extracted, please follow guide on how to Save and Send the result to your IT support to be analyze. Tip: If you are not sure which test to do, please ask your IT support or just do all sections. You can navigate to each section by holding the CTRL key and right click the underline link. How to Open Command Prompt The Command Prompt is a tool you will use to run all the tests in this guide. Step-by-Step Instructions Press the Windows key on your keyboard (usually between Ctrl and Alt).Type cmd or command prompt in the search box that appears.Click on Command Prompt in the search results. (It looks like a small black window icon.) Sample Screenshot: IP Configuration Section How to Get Your IP Configuration In the Command Prompt window, type: ipconfig /all Press Enter on your keyboard.A lot of information will appear. Scroll up if needed.Look for the section that matches your connection (for example, Ethernet adapter for wired, or Wireless LAN adapter for Wi-Fi). Sample Screenshot: Traceroute Test Section How to Run a Traceroute Test A traceroute shows the path your data takes to reach another device or website. In the Command Prompt window, type: tracert 8.8.8.8 IMPORTANT: If your IT support asks for a different destination, replace 8.8.8.8 with the IP address they give you. Press Enter.Wait for the test to finish (it may take a minute). Sample Screenshot: Ping Test Section How to Run a Ping Test A ping test checks if your computer can reach another device or website. In the Command Prompt window, type: ping 8.8.8.8 IMPORTANT: If your IT support asks for a different destination, replace 8.8.8.8 with the IP address they give you. Press Enter.Wait for the test to finish. Sample Screenshot: Speed Test Section How to Run a Speed Test A speed test checks how fast your internet connection is. Please follow these steps: Step 1: Open Your Web Browser You can use any browser you like, such as Google Chrome, Mozilla Firefox, Microsoft Edge, or Internet Explorer. Step 2: Go to the Speed Test Website In the address bar at the top of your browser window, type: https://www.speedtest.net/ Press Enter on your keyboard. Tip: You can also click the link to be redirected to the speedtest webpage by holding the CTRL key and right click the underline link. Sample Screenshot: Step 3: Start the Speed Test When the website loads, look for the big GO button in the center of the page.Click the GO button to start the test.Wait for the test to finish. This may take up to a minute. Sample Screenshot: How to Save or Share the Results Copy the text: Right-click in the Command Prompt window, choose Select All, press Enter, then paste into Notepad or Word. Take a screenshot: Press Windows Key + Shift + S, select the area, and paste into your document or email. Sending Your Results Attach the file(s) (text or screenshots) to your support ticket or email.If you see any error messages, take a screenshot and include that as well. Tips & Future Updates If you are unsure, just take a screenshot of the Command Prompt window after each command.If you get stuck, let IT know which step you are on.This guide will be updated in the futureplease check for new sections if IT asks for different information. End of Guide
airliquide, co, collection, command, configuration, corp, english, get, guide, hardware, how, how to get ip configuration in laptop, how to open command prompt, how to run traceroute, information, ip, kanapathy@eu, laptop, network, network information collection guide for windows users, open, parimala, prompt, run, software, speed, speed test, test, traceroute, users, wifi, windows
NaN
KB0055153
MIR INC1681440 - Urgent-Gideons is down again in Australia and New Zealand. (March 25th, 2025)
MIR INC0598594 - Renew SAN Certificate for :DNS. punto.vitalaire.es (June 23rd, 2020)
English
pedro.dacosta@eu.corp.airliquide.com
0
Said TAMELIKECHT
Uncategorized
Published
2022-10-26 10:51:57
10
Major Incident Reports
NaN
#########
NaN
GIO - EUS - DWP - EMAIL ENCRYPTION
NaN
NaN
NaN
0
2020-06-23 15:57:05
#########
NaN
ALEHOS - ZIMBRA
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Renew SAN Certificate for :DNS. punto.vitalaire.es INC0598594 - June 23rd, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 4 Heures 58 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
MIR INC0731849 - All European users unable to connect to ALTO (April 27th, 2021)
English
philippe.lerhun@eu.corp.airliquide.com
1
Jean LEROY
Uncategorized
Published
2021-08-24 11:44:20
8
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2021-04-27 11:49:50
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NaN
GIO-CS-EUR-PAAS-DB-L3
NaN
1jyq89zkeln1ep5u0p1x-tq28rpf, 2021, 27th, airliquide, all, alto, april, com, connect, corp, docs, document, edit, english, european, google, google docs link :\n https://docs.google.com/document/d/1jyq89zkeln1ep5u0p1x-tq28rpf_h7yrqzlaizhutoo/edit\n \n alto production, h7yrqzlaizhutoo, https, inc0731849, jean, lerhun@eu, leroy, link, mir, philippe, production, unable, users
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KB0024736
How to Share Files between Two Laptops in Windows 10 with a Shared Folder
English
phung.mymy@as.corp.airliquide.com
8
Ay SHAH-SC
Windows - Storage / Performance
Published
2025-07-29 1:10:57
8
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
5
2021-12-13 6:34:05
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NaN
GIO-EUS-SD-GLOBAL-SDA
SYMPTOMS: How to Share Files between Two Laptops in Windows 10 with a Shared Folder STEPS: Step 1. Find the file you want to share. Right-click or press it, and select "Give access to" > "Specific people". Step 2. Select a user or group to add. Click "Add". Add the username you want to share. If you are open to all users, you need to add "Everyone" to this user. Adjust the privilege level as needed. Step 3. Click the "Share" button to enable network discovery and sharing in the dialog. Step 4. Press "Win+R", Enter "\\IP address". Then, you'll see all the shares of the IP address. If you don't know your IP address, press "Win+R", type cmd, then input "ipconfig". Press "Enter" and you'll see your IP address. If you select multiple files at once, you can share them all in the same way. It works for folders, too. You can also map the shared folder or network drive from File Explorer in Windows without having to look for it or type its network address each time. Step 1. Open File Explorer from the taskbar or the Start menu. Step 2. Select This PC from the left pane. Then, on the Computer tab, select "Map network drive". Step 3. In the Drive list, select a drive letter. Type the path of the folder or computer, or select "Browse" to find the folder or computer. Then select "Finish". LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only - Windows Situation: How-To [Ad Hoc Request] Assignment group: GIO-EUS-SD-APAC-L1
SYMPTOMS: List of Cmd commands under Windows cmd command Description Basics: call calls a batch file from another one cd change directory cls clear screen cmd start command prompt color change console color date show/set date dir list directory content echo text output exit exits the command prompt or a batch file find find files hostname display host name pause pauses the execution of a batch file and shows a message runas start a program as another user shutdown shutdown the computer sort sort the screen output start start an own window to execute a program or command taskkill terminate a process or a application tasklist display applications and related tasks time display/edit the system time timeout wait any time title set title for prompt ver display operating system version w32tm setting time synchronisation/time server/time zone Network: ftp transfer files to a FTP server ftype display file type and mapping getmac display MAC address ipconfig display IP network settings netsh configure/control/display network components netstat display TCP/IP connections and status nslookup query the DNS pathping test the connection to a specific IP address ping pings the network route display network routing table, add static routes systeminfo displays computer-specific properties and configurations telnet establish Telnet connection tftp transfer files to a TFTP server tracert trace routes similar to patchping Files: attrib
How to update the information available at a device level when switching from Telefonia to Vodafone?
English
pidiaen.puah@as.corp.airliquide.com
2
Chloe MASPIMBY
Uncategorized
Published
2025-07-28 20:10:25
9
IT Knowledge
Telecom
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4.50
NaN
NaN
NaN
NaN
0
2023-08-11 10:55:14
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NaN
ALZ-AME-GCS-Remote Assets-L2
How to update the information available at a device level when switching from Telefonia to Vodafone? KB Documentation Doc ID KB0041193 Version: 2.1.4 Status: INTERNAL Published date: August 11 2023 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Entitled Customer Author: Pidiaen PUAH - pidiaen.puah@alizent.com Details: Marc recently switched the sim card operator for its device as attached. Marc found that the device's Iccid, Operator and Affiliate are not being updated automatically. Marc can update it manually by following the steps as attached below. How To do Something: Navigate and click at the 'CONFIGURE' button in IOT4BOS page as attached. Navigate and click at the 'EDIT DEVICE' button in Kercom page as attached. In the 'EDIT DEVICE LU_ARCELDOMM' Dialog Container, Marc can update the device's Iccid, Operator and Affiliate. Navigate and click at the 'SAVE' button for the changes to take effective. The device's Iccid, Operator are now updated. Affiliate info cannot be updated as it can affect billing.7. The update should be made automatic to avoid error. KnowledgeBase Article/Documentation: Detail here a used document, guide, manual or something that was useful to resolve the issue Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
Procedure to install Dalia V3 App KB Documentation Doc ID KB0044046 Version: 2.1.4 Status: INTERNAL Published date: February 01 2024 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Entitled Customer Author: Pidiaen PUAH - pidiaen.puah@alizent.com Details: On devices enrolled in Air Liquide MDM Workspace One, only apps installed from Google PlayStore are allowed.no manual APK file installation. Dalia v2 and Dalia v3 are published on Air Liquide Private Google Play Store instance and managed by Alizent Team. (https://play.google.com/work/apps/details?id=com.airliquide.dalia) If user want to install the APK manually, it has to be done on a unmanaged devices, by removing Android Security and allow installation from unknown/untrusted sources. How to do: 1.On the professional profile, search for the PlayStore application 2. In the PlayStore application, search for "DALIA v3" in the search bar 3. Click on install Figure 1 retrieved from (Air Liquide IT, Dalia v3 2023) References: Air Liquide IT (ed.) Dalia v3. Available at: https://play.google.com/work/apps/details?id=com.airliquide.dalia (Accessed: 01 February 2024). Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. li > a { border-radius: 0; } .purpose { padding-left: 20px; margin-top: 20px; } .purpose h4 { color: red; font-size: 15px; font-weight: bold; } .titles_content h4 { margin-top: 24px; } .img-content img { text-align: left; margin: 0; padding: 0; } -->
System or Product - How to do Something KB Documentation Doc ID KB0049981 Version: 2.1.4 Status: INTERNAL Published date: May 19 2024 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/ Entitled Customer Author: Pidiaen PUAH - pidiaen.puah@alizent.com Details: The outgoing call does not work due to blocked call routes at the device side in ADHOC1080439. How To do Something: User to login to Kervisu Web and key in username and password of the telemetry xflow device. In Configuration -> Recipient page, user can choose the call route having error. User to click 'Re-validate this recipient' and check if the call route is back to normal as highlighted in the attached. User can go to IOT4BOS Device page and perform 'Command: Refresh'. The outgoing call for the device shall return to normal. Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
The Way to Avoid/ Reduce SMS Usage for Dalia Devices
English
pidiaen.puah@as.corp.airliquide.com
4
Chloe MASPIMBY
Uncategorized
Published
2025-07-28 20:10:26
14
IT Knowledge
DALIA, Telecom
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NaN
NaN
NaN
NaN
NaN
1
2023-10-26 8:52:17
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NaN
ALZ-AME-GCS-Remote Assets-L2
The Way to Avoid/ Reduce SMS Usage for Dalia Devices KB Documentation Doc ID KB0042426 Version: 2.1.4 Status: INTERNAL Published date: October 31 2023 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Entitled Customer Author: Pidiaen PUAH - pidiaen.puah@alizent.com Details: Dalia Devices sends too much SMS? Don't worry, please follow the following procedure to resolve this Overall Procedure: Our team discussed that onsite team should test the network connectivity at the site first, then only to mount Dalia Devices with an external antenna. If there is network connectivity at the site, then external antennas would be helpful. Onsite team can do browsing/ email with Onsite team's phone at the site and update Alizent Support in the table. With this info, we can tell if the 4G/3G/2G connectivity for Dalia Devices is good. Onsite team can provide telco operator used for Onsite team's mobile phone and update Alizent Support in the table. With this info, we can tell if it is the similar telco operator for Dalia Devices at site. Once Alizent Support checks okay, Onsite team can see the guide to install external antennas. 2G/3G/4G Availability Can Email/Browse Telco Operator Site A 4G Connected Yes Orange Site B 4G Connected Yes Orange Guide to Install antenna 1. Take out Dalia Antenna from the device box 2. Plug in the antennas into external antennas (GPS, GSM) port 3. The 4G antenna should be mounted in a preferably high position and outdoors and as little disturbing objects as possible would be optimal Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
SPLUNK/AWS - ALIZENT T60_C5 Alert on AWS/SQS - ApproximateNumberOfMessagesVisible for QueueName=[sqs
English
pidiaen.puah@as.corp.airliquide.com
6
Vincent GUILLON
Uncategorized
Published
2025-07-29 1:38:22
17
IT Knowledge
IoT4BOS
#########
5.00
NaN
NaN
NaN
NaN
0
2022-11-25 5:28:17
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NaN
ALZ-AME-GCS-Remote Assets-L2
System or Product - Procedure to follow KB Documentation Doc ID KB0034060 Version: 2.1.4 Status: INTERNAL Published date: November 25 2022 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Entitled Customer Author: Vincent Guillon - vincent.guillon@alizent.com Details: Hello all, Pidiaen raised me the INC1064119 this morning. It was linked to a message placed in the sqs-iot-message-dlq which is the dead letter queue for the messages received by I4B from the connectors. The common behaviour for this kind of "bad messages" is to be handled by the "platform-anomaly-manager" which is in charge of catching well-known errors. In this case, the error wasn't catch because it is linked to bad characters in the variable name and the platform-anomaly manager can't predict all kind of weird characters. So starting from now, if you have an alert like the one in the screen capture below, follow the given process : How To do Something: Connect to AWS on the specified account Go to the sqs-iot-message-dlq Click on "Send and receive messages" Click on "Poll for messages" Click on the messages retrieved Copy the message in this document https://docs.google.com/document/d/1oEtOODKold6AtwyewHPSMIzc9EJHhGsCEROtsu_66eQ/edit Flush the messages in the DLQ Wait an hour before closing the ticket KnowledgeBase Article/Documentation: Detail here a used document, guide, manual or something that was useful to resolve the issue Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
Carm request for IOT4BOS approved but user cannot access to IOTBOS Home Page
English
pidiaen.puah@as.corp.airliquide.com
26
Chloe MASPIMBY
Uncategorized
Published
2025-09-16 14:53:30
17
IT Knowledge
IoT4BOS
#########
NaN
NaN
NaN
NaN
NaN
6
2023-09-08 9:05:33
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NaN
ALZ-AME-GCS-Remote Assets-L2
Request Approved but cannot Access to IOT4BOS KB Documentation Doc ID KB0041525 Version: 2.1.4 Status: INTERNAL Published date: September 08 2023 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Entitled Customer Author: Pidiaen PUAH - pidiaen.puah@alizent.com Details: Carm request for IOT4BOS approved but user cannot access to IOTBOS home page as attached. Don't worry, please follow the following procedure to resolve this issue. Overall Procedure: User can inform the country key user to assign at least one business profile to land on IOT4BOS home page. Each country has at least one Key User to manage that country's Telemetry operation. Please refer to the attached to find out key user for each country. https://docs.google.com/spreadsheets/d/1bKQnGsQzMUuVczZ4r8SzWLZZox80bODLj6dV_v9wUyA/edit#gid=113118310 Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
System or Product - How to do Something KB Documentation Doc ID KB0048406 Version: 2.1.4 Status: INTERNAL Published date: March 22 2024 Categories: Remote Assets - IOT4BOS - How To Article Available To: Alizent Internal/Entitled Customer Author: Pidiaen PUAH - pidiaen.puah@alizent.com Details: Data was not refreshed on IOT4BOS for a Lexa device@ IN_RESONAC_T4 To resolve this issue, there must be network address added in persistent routes through Lexa RDP. There are two lan port for some Lexa Devices, address in persistent route will be used to send data from device to connector. How To do Something: The 'route -p ADD...' command can add address in persistent route, each region have its own 'route -p ADD...' command, and can only be used for Lexa Communication issue. If the highlighted line as attached is missing, type : 'route -p ADD 10.152.20.0 MASK 255.255.255.0 172.16.1.240' for EU kercom connectors If the highlighted line as attached is missing, type : 'route -p ADD 10.225.85.0 MASK 255.255.255.0 172.16.1.240' for APAC kercom connectors If the highlighted line as attached is missing, type : 'route -p ADD 10.198.185.0 MASK 255.255.255.0 172.16.1.240' for AME kercom connectors Please refer to the attached link to check the KERCOM region https://docs.google.com/spreadsheets/d/1-XFEnUSDxh-LRyGdgA5ReIduClPJJWiBGqz93R5GU7I/edit#gid=0 Please rate this article This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
Since July 2023, when you open a report in Power BI desktop, you need to login multiple times. This is an authentication issue with Okta. Microsoft has implemented a new option in the September 2023 release of Power BI desktop that improves the authentication process with Okta. But this option is not enabled by default, so there is something you need to do on your side. 1) Check that you have the September 2023 version. 2) Click on File > Options and Settings > Options > Security and choose : "Sign in experience: Use an updated sign-in experience".
MIR INC0557994 - SPLUNK/Server: Ping Status is KO for SALSA (March 3rd, 2020)
English
piyali.chatterjee@eu.corp.airliquide.com
4
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:05
32
Major Incident Reports
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NaN
NaN
NaN
NaN
NaN
0
2020-03-03 10:16:48
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GIO-CS-SD-UNIX-L2
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Server: Ping Status is KO for SALSA INC0557994 - March 3rd, 2020 Timezone : GMT+1 Total outage duration : 3 Hours 08 Minutes (No production or business outage as impact was on non-production systems) Executive Summary Classification : A pre-production server was unavailable without impacting PROD environment. On March 3rd, 2020 at 05:31 GMT+1 Monitoring tool reported an incident, affecting Europe region, however caused no major impact being PPRD environment. The symptoms of the incident was, one of the PRE PROD physical server was unreachable which impacted it's hosted virtual servers and associated multiple PPRD applications. The a priori root cause is, a hardware failure i.e. faulty motherboard has been identified. The resolution of the incident consisted, moved all the virtual servers from the problematic physical server to another good and healthy server. A vendor case has been logged to replace the faulty motherboard. On March 3rd, 2020 at 09:16 GMT+1, the incident has been resolved, leading to a service disruption of 3 Hours 08 Minutes A priori root cause -> SALSA (Physical T5 server), was down because it had encounter with a voltage failure due to hardware issue (faulty motherboard).-> The service processor has stopped the server because the voltage of the motherboard was operating outside of the permissible range.-> Vendor intervention done (Ref ASR no- SR 3-22509917184) for replacing the faulty parts. Major steps leading to incident resolution1 March 3rd, 2020 05:54 AM: Two P1 incident received for SALSA (T-5 Box) ad SALSA SVC (Service Domain of SALSA). Unix L2 team is checking the ZONEs and LDOMs which are underlying in SALSA. Regarding those underlying LDOM and ZONE another 20 incidents received (of priority - 2 P2s and 18 P3s). As all are related to the issue of SALSA T-5, so all the incidents for the underlying LDOM and ZONE are related the to P1 which is generated for SALSA (INC0557994). And another P1 is for SALSA SVC (INC0557995) will be downgraded to P3 and linked with the P1. 06:05 AM: Initial investigation suggests that SALSA T-5 is down due to faulty motherboard. 07:19 AM: L2 Unix team has started migrating the LDOM from SALSA to SAYAMA. As of now, out of 25 CIs 10 CIs are up and running and for rest of CIs L2 Unix team working to bring them up as soon as possible. Once the CIs are migrated DB & Application team will check the database and Application respectively. L2 Unix further worked on the ticket and reconfigured all the related LDOMs in another T-5 server SAYAMA, its residing LDOMs, ZONEs are up and running fine now. L2 Application and L2 Database team are validating the related Applications and Databases. 09:30 AM: After related application and database checked, P1 ticket no. INC0557994 is resolved by L2 Unix Team, all related LDOMs & ZONEs are running on another T-5 box SAYAMA in PPRD Environment, L2 Unix Team is working on P4 ticket no. INC0558211 with Oracle Vendor SR 3-22509917184 to get SALSA hardware issue fixed and its service domain up. Below are related applications working fine which are validated by L2 Application team. IALADIN PARTNER - PREPRODIALADIN ORACLE - PREPRODIPMS - PREPRODBO CUSTOMER REPORT - SAP BW ALBIS – PREPRODSAP OPERA - PREPRODSAP UK - PREPRODSAP ALTG - ALD LI Invoicing - LISA – PREPROD L2 Unix team have also send email to ESB team to check related applications, ESB team is working on it. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041847. Version: V1.0 Date: Mar. 03rd 2020 Author(s): Piyali CHATTERJEE Service Manager validation2 Date: March, 20th 2020 Approver(s):Lise GILLON Service Director validation3 Date: Dec 22, 2020 Approver(s): Quentin VERGUCHT Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0555124 - SAP Performance issues - ARGP400001184 (February 24th, 2020)
English
pradip.kashinathmote@am.corp.airliquide.
4
Michael FECSKO
Uncategorized
Published
2023-02-08 15:15:03
26
Major Incident Reports
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GIO-CS-AMER-Operations
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GIO-CS-AMER-UNIX-L2
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SAP Performance issues - ARGP400001184 INC0555124 - February 24th, 2020 Timezone : EST Total outage duration : 2 Hours 46 Minutes Executive Summary The Airgas SAP ERP, eCommerce and webMethods systems are down. Classification : Major business application outage On February 24th, 2020 at 12:40 EST, many users reported an incident, impacting 11,000 users. The symptoms of the incident were the users were not able to access the SAP ERP system. As a precaution the eCommerce site put up a maintenance page and the webMethods processes were put on hold. The a priori root cause was that server initiated a failover to the secondary server but could not bring up the application. The resolution of the incident consisted in bringing back the application to the primary server and restarting the application. On February 24th, 2020 at 15:26 EST, the incident is resolved, leading to a service disruption of 2 Hours 46 Minutes Root Cause A change implemented on 2020-02-23 to enable Clustering on the Airgas SAP ERP system led to the outage experienced on 2020-02-24. The Cluster service lost quorum with the heartbeat IP address assigned during the change. This caused the primary server to attempt to failover to the secondary server shutting down the applications and database. The Cluster services felt that the network was down. The heartbeat IP address assigned during the change was found assigned to another device and was removed. This cleared the IP address conflict on the network with another device, restoring the Cluster service quorum. Major steps leading to incident resolution1 February 24th, 2020 12:33 : The primary server initiated a failover to the secondary server. 14:01 : Cluster failover completed, but we were unable to start the application. 14:15 : Determined to failback to primary server. 14:24 : The primary server is up and active. 14:39 : Database and application started on primary node. 14:40 : Central instance is up 14:51 : webMethods B2B confirmed up. 14:56 : Airgas.com and Vertex are up 16:05 : Vertex is up after rebooting the TREX servers. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041840. Action Plan The teams must work together to Assess, Correct, Test and Re-implement the Clustering with formal approval steps. TCS to Document AIX Cluster As-Is-Design TCS to Build Test AIX Cluster environment at Franklin Park, IL TCS to Deploy Tested Recommendations in Production AIX Cluster environment at Ashburn, VA Teams to discuss and assess processes and procedures Version: V1.0 Date: Feb. 26th 2020 Author(s): Anthony Crudele Service Manager validation2 Date: 2020-03-02 Approver(s): Christian McComas Service Director validation3 Date: Mar 5th 2020 Approver(s): Anthony Lopresti Hub Director validation (opt) Date: Approver(s): Scott Cohn 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0642806 - Multiple users are reporting getting locked in transactions (October 16th, 2020)
English
pradip.kashinathmote@am.corp.airliquide.
3
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:16:08
11
Major Incident Reports
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GIO-CS-AMER-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Multiple users are reporting getting locked in transactions in SAP- ECC - INC0642806 - October 16th, 2020 Timezone : EST Total outage duration : 38 Minutes Executive Summary Classification : Major business apps outage On October 16th, 2020 at 15:00 EST, Users reported an incident, affecting ECC transactions getting locked in SAP. This affected all locations in North America geography and Impacted up to 30 users. The symptoms of the incident were users getting locked in transactions in SAP ECC caused the performance issue. The primary root cause was that NTP service was stopped and started to correct drift as per the request (ADHOC0498837- To investigate why the time is not sync between app servers, central instance and the DB server) To fix the time sync issue, TCS team started updating the NTP time manually on all the application servers. After the successful update on eleven servers the next two servers (argsapapp07a and argsapapp07b) encountered the issue where the users getting locked in transactions. The resolution of the incident consisted in stop and start of the SAP application on the server argsapapp07a allowing the users to access the application again. On October 16th, 2020 at 15:37 EST, the incident is resolved, leading to a service disruption of 37 minutes. Major steps leading to incident resolution1 October 16th, 2020 October 16th, 2020 15:00: Users started getting messages related to SAP locked transactions 15:20: Anna Butt reported the issue to Loren Howard 15:30: Loren Howard with TCS AIX team already working the issue and had stopped the application on argsapapp07a 15:30: As per ADHOC from Loren Howard (ADHOC0498837), AIX admin acted on the request to investigate the reported NTP drift issue even though when NTP was running.TCS AIX admin stopped and started the NTP service to correct drift (“Ntpdate” command was run on the servers and NTP daemon was stopped/started) 15:35: Loren Howard has restarted the application on argsapapp07a 15:37: Loren Howard has confirmed that issue is resolved 16:46: Change (CHG0111883) has been created to manually sync the time on argsapapp02a, 2b, 4b, 5a, argsapapp05b servers during the maintenance window Impact The SAP transactions were stopped/doesn't go through if there’s a time difference between Application and database servers Initial root cause 15:35: The primary root cause was that NTP service was stopped and started to correct drift as per the request (ADHOC0498837- To investigate the time sync between app servers, central instance and the DB server) Actions plan Follow the Change process to work on any request related production servers and this is covered in SOP’s-TCS All SAP related activities should be discussed in prior with Loren Howard and informed to Jon Stevens and Christian Mccomas-TCS Explore the options to monitor server time sync via Monitoring tool (ScienceLogic/SolarWinds)-TCS Interim solution: Manual check on the server time on a daily basis (until 10/31) to ensure the environment is stable. And decide on the frequency to be monitored bi-weekly or monthly based on the history of occurrence. Long term solution:Automate an event via monitoring tool Root cause of the time sync issue to be followed-up with Vendor (IBM) -TCS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042167.
MIR INC0597715 - Proactive | AIX | argsapprdswm | Device not responding to critical ping (June 20th,
English
pradip.kashinathmote@am.corp.airliquide.
2
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:56:03
33
Major Incident Reports
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2020-06-20 9:32:11
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GIO-CS-AMER-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report webMethods is down INC0597715 - June 20th, 2020 Timezone : EST Total outage duration : 3 Hours 3 Minutes Executive Summary Unable to access webMethods application from any system. Classification : Major business apps outage On June 20th, 2020 at 12:21 AM EST, Monitoring reported an incident, affecting webMethods application and database server impacting multiple interfaces both inbound and outbound. The symptoms of the incident were that the application was unable to access the webMethods database.The outage cause was that the primary node's boot drive was corrupt and interrupted the availability of the server. The problem resolution of the incident consisted in enabling the storage of the secondary node to the primary node and rebooting the the primary node, this restored the services. The root cause investigation found an ESX server having SFP errors connected to the same SAN switch as the AIX server corrupting the AIX boot drive. On June 20th, 2020 at 3:24 EST, the incident is resolved, leading to a service disruption of 3 Hours 3 Minutes Major steps leading to incident resolution1 June 20th, 2020 00:09 AM - ScienceLogic Ping Failure for argsapprdswm (secondary node) 00:21 AM - ScienceLogic Ping Failure for argsapprdcwm (cluster name) 00:22 AM - ScienceLogic Ping Failure for argsapprdpwm (primary node) 00:28 AM - TCS Monitoring team followed up with Technical team (AIX) to validate the reported alert (knowing for the fact that there was a list of planned monthly maintenance activities in progress) 00:49 AM - AIX team tried to access the primary node on the server availability check 01:05 AM - iSupport ticket and bridge created 01:15 AM - Received email from Hybris team (Biren), asking if webMethods is down. ?01:20 AM AIX team validated that the reported server is not part of the planned change activity, advised the monitoring team to raise an incident. 01:23 AM AIX team has validated boot drive issue which caused the primary node to be unavailable 01:30 AM AIX team looking for the options to restore the services to primary node 02:00 AM - AIX team is working on bringing up the primary node, argsapprdpwm with the storage team 02:10 AM - AIX team working on getting the secondary nodes boot disk up on the primary node. 02:20 AM - Primary node is back up, working on getting the volume groups imported. 02:32 AM - Primary node issues on network configuration, being fixed so we can import the volume groups. 02:37 AM - Primary node is pingable, volume groups imported and bringing up the file systems. 02:46 AM - Primary server 36 Filesystems are mounted as well as NFS file systems. 02:49 AM - Need to start the database using the script Loren provided us. 03:01 AM - Oracle database up, started by script given to TCS by Loren Howard. 03:04 AM - webMethods team starting the application, says it will take 20-30 minutes to start. 03:24 AM - webMethods team confirmed all looks good. Initial root cause The initial root cause was that the primary node's boot drive was corrupt and interrupted the availability of the server. While troubleshooting with IBM, an issue with VIO was found that requires a reboot to clear. Scheduled for Sat, Jun 27, 2020 @ 10PM EST (CHG0105224). Once the reboots are completed troubleshooting with IBM will continue to determine what caused the boot drive to become corrupted. After the reboots, the dumps were sent to IBM and they are seeing storage issues with the boot LUN. Upon investigation with the TCS storage team it was caused by a Windows ESX server, USASPALQESX12 having SFP errors and because the AIX server is connected on the same SAN switch the AIX server reacted to the errors on the ISL link. Actions plan Detailed RCA from the Vendor, IBM Improve the turnaround time from Alert notification to issue confirmation from the technical team, TCS MIM Team Investigate the availability of stand by boot drive for the primary node, TCS AIX Team Critical server applications set up for high availability (Cluster), TCS AIX TEAM Monitor the VIO servers, TCS AIX Team Monitor the drop of a storage or network path on an LPAR, TCS AIX Team Monitor the ESX servers, TCS Windows Team Identify all AIX server SAN switch connectivity and ensure none are connected on a SAN switch sharing with non AIX servers, TCS AIX Team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042006.
Please follow the below steps to troubleshoot the Issue with Archiving in ALIGN Landscape login to the SAP application using user ID and Password Execute T-code OAC0 and Check all the Content Repository test for .e. RA , RL , RP etc.. If the test fails then check all the inputs required in CR. Check the below Field parameters: HTTP Server - for e.g. oeasapwd.eu.corp.airliquide.com HTTP Script : sap/bc/awsconnector_s3 Transfer directory : /usr/sap//IXOS/ Output device : ARCH HTTPS on frontend : HTTPS required HTTPS on Backend : HTTPS required Protocol : HTTP Version : 0045 Do a test Connection --> all the CR's test should be successful.Execute T-code /n/LNKAWS/S4MANAGER - This will display the AWS connectorAll the TABS should be visible and need to check all of themIf the License Check shows failed then need to check with BIS archiving team to apply the licenseOnce the license is applied to AWS connector CREDENTIALS tab need to be checked. Click on Check button If the check fails with 500 Internal server error that means the CREDENTIALS are not working. Check with BIS archiving team to provide the credentials for the AWS S3 connector interface. (Access Key and Secret Key)Once the CREDENTIALS are updated, the Test should be Successful.Click on the Bucket Management and click on Check button -> All buckets should be successful against the CR. If the bucket shows not available means the buckets are not present for that Content Repository. Send Mail to BIS archiving team to check the Buckets for that instance ( like OUB, OUA, OEA etc..)BIS team will do the checks and create new buckets or use the existing buckets based on the requirement.Once all the buckets are available against required content repository all check marks are shown at the right hand corner.In Attachment Config Tab -> Document Class should be --> SOFFPHIOUnder Document Management Dynamo DB related data should presentOnce all these checks are done then system is ready for the Testing of archiving and attachment testingDo a test using SAP Office Inbox and send Mail to Your Airliquide mailbox with attachment. You should receive the Mail with the attachment.Once Attachment Testing is done send mail to BIS archiving team to do the Archiving Test. Once all the steps are covered and resolved, the user should be able to send mail with Attachment. for e.g Invoice Attachment using VF03 and Archiving using T-Code SARA or any other means of archiving.
SPLUNK/AS clustering is not working on SAP OPERA - ALIGN systems
English
prakash.godfrey@eu.corp.airliquide.com
21
NaN
Uncategorized
Published
2025-02-20 4:45:26
5
IT Knowledge
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2025-02-20 4:44:27
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GIO-CS-SD-SAP APPS-L2
Issue Identified: SPLUNK/AS clustering is not working on SAP OPERA - ALIGN systems Below are latest metrics for Powerconnect - SAP Availability alert: Some server from the cluster AS are not active Configuration Item: For all SAP systems Keywords: clustering , SAP, OPERA Pre-requisite: Check the availability of the system If the system available, Login to SAP system and check the below logs, metrics, T-codes SM51 ? check all Application servers are activeSM13 ? Update service should be ActiveSM21 ? Check for any disconnection of the application server like Server is in YELLOW state and performance related issues.DB02 ? check all DB services are running and service in Active stateWE02 / SM58 --> Check for IDOC processing failuresSM37 --> check for any failed jobsST22 --> Check for any critical ABAP DumpsLogin to the OS level and check whether any SAP file systems is 100%/n/bnwvs/main ? check for any failure of the job in Powerconnect applicationCheck with SPLUNK team for any false alert , if the issues not found on Opera Landscape which can cause the trigger of P1 Incident. Resolution : In T-CODE SM51 any of the app server is inactive. Check the reason for the failure at OS level and bring up the App server.If all the application servers are active but for a short period of time the server disconnection happened, check the cause of the error. And document it and update the incident logs. Check for the performance issue during that period. No. of Jobs ran, no. of work process occupied. Parallelism of jibs getting affected due to the limitation of the work processes etc..Check any SAP File system is full and due to this the server not responding then do the house keeping of the files and move them to a safe location until FS space under threshold.Check the Power connect application whether any of the job related to the log update is failed due to which the SPLUNK has raised the alert. Fix the job issue.Recently we found a false alert from SPLUNK causing this issue. The error received in SPLUNK log is "Bucket synchronization error". A Vendor Case is in progress from SPLUNK side. Check with ALSD to lower the impact of the incident. The Incident can be closed after checking no impact to the Opera environment and updating all logs. (SAP , SPLUNK, CLOUD etc..) and confirmation from Service Management Team. Note : Please upload the log, analysis on the Incident and proper Resolution Note in the Resolution section of the Incident. Please do not lower the Incident priority without ALSD approval.
airliquide, align, clustering, clustering is not working on sap opera - align systems, com, corp, english, godfrey@eu, not, opera, prakash, sap, software, splunk, systems, working
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KB0049226
GIO-Cloud Services Knowledge Base | KB Article for Maintanenece License Renewal
English
prakash.godfrey@eu.corp.airliquide.com
7
Sree CHAKRABORTY-SC
Uncategorized
Published
2025-07-28 19:13:00
5
IT Knowledge
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GIO-CS-SD-SAP APPS-L2
Issue identified and Symptoms : We received a few incidents for License expiration / License expiration warning of Maintenance_HDB on Configuration Item : All types of Environment of different SAP Landscapes. Key Word or an Issue category : SPLUNK/Powerconnect SAP: License expiration / License expiration warning of Maintenance_HDB on Pre-requisites : Login to the mentioned System in SAP GUIExecute tcode SLICENSECheck the maintenance license validityExecute SDCCN tcode in another sessionTry to create and get license dataSchedule the jobIf the job is working fine , if not send mail to SAP L3 Team Resolution steps : Login to the mentioned System in SAP GUIExecute tcode SLICENSECheck the maintenance license validityExecute SDCCN tcode in another sessionTry to create and get license dataSchedule the jobIf the job is working fine(Refresh SLICENSE session) , if not send mail to SAP L3 TeamSAP L3 will provide the license , then install it.
Job Failure. : UNICENTR user lock | system Restart | new autosys configuration | file permission |
English
prakash.godfrey@eu.corp.airliquide.com
30
NaN
Uncategorized
Published
2025-02-27 11:40:39
5
IT Knowledge
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2025-02-27 11:38:41
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GIO-CS-SD-SAP APPS-L2
Issue identified and symptoms: Job Failure. Configuration Item : All SAP systems Keywords : JOB , PP, SPLUNK, Scheduling Pre-requisites: Login to SAP systemCheck the Job in SAP application using T-Code SM37Check the autosys agent availability at the OS Level Check the backup file permission and soft links (file name backint , backfrm)Check the reason for failure in the job log Reason for Failure: Job failure due to system Restart Job failure due to UNICENTR user lock (autosys related) Job failed due to the new autosys configuration / Agent unavailability at OS level Job failed due to capacity or performance issue or memory dump Job failure due to web service connectivity issue Job failure due to File permission at OS level and softlink missing for the backup files Resolution: If the Job failure due to system Restart. Once the system started ask the Scheduling to Re-run the job. If the Job failure due to UNICENTR user lock then unlock the UNICENTR user in SAP using SU01 and ask the team to Re-run the Job. If the Job failed due to the new autosys configuration , please put the Job on ICE till the autosys configuration is complete. Once tested Successfully ask the scheduling team to re-run the job.If the Autosys agent not running then restart the agent at OS level and Ask the scheduling team to re-run the job.If the job fails due to capacity or performance issue or memory dump, Please check the logs and ask the scheduling team to re-run the job.If there is memory issue ask the team to reduce the selection criteria and still the memory issue persists Check with SAP L3 to fine tune the memory Parameters.If the job failed due to Web service connectivity issue, Please send the web service logs to requestor and check the Web service configuration. If the web service configuration not changed, check with requestor and close the request or keep in pending till issue resolves.If the issue is not resolved within SLA use the 3 strike rule and close the request and ask the user to raise incident with appropriate team.If the file permissions issue or backup file soft links missing ask the backup tam to create the softlink for backup files and give the proper permission to the files.( for e.g. file name like backint , backfrm)
airliquide, autosys, com, configuration, corp, due, english, failure, file, godfrey@eu, job, job failure. : due to unicentr user lock | system restart | new autosys configuration | file permission | softlink, lock, new, permission, prakash, restart, softlink, system, unicentr
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KB0054587
Memory Dump
English
prakash.godfrey@eu.corp.airliquide.com
3
NaN
Uncategorized
Published
2025-02-12 6:33:58
3
IT Knowledge
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GIO-CS-SD-SAP APPS-L2
GIO-Cloud Services Knowledge Base | KB Article for memory Dump in SAP application Issue identified and Symptoms : We received a few incidents on Memory dumps in SAP Applications Configuration Item : ALL SAP Applications Key Word or an Issue category : "Unable to extend the internal table" "No more storage space available for extending an internal table""TSV_TNEW_PAGE_ALLOC_FAILED" Pre-requisites : Login with SAP Use Id to the SAP Application serverT-code : ST22 ABAP dumpsCheck for the Memory dumps Reason for Memory Dump: The memory dump normally happens due to the large data load or report execution with huge no. of records Due to memory parameters limitations per user defined in the system. Contributing Factors : Memory parameters defined in the systemOS level Heap memory utilization Resolution steps : Check the dump information in ST22 and find the cause of the dump Ask the user to reduce the selection criteria while running report or loading data Check with SAP L3 for memory parameter update If agreed, Update the parameters in SAP application Instance profiles If there is no scope for updating parameters then send mail to the user to reduce the selection criteria If there is no response from user, Resolve the Incident with 3 strike rule
SAP ALIGN OPERA Printer Creation ,Testing and troubleshooting Create Printer : SAP L2 will receive the MMS request to create printer Pre-requisities: Printer Name should be registered with DNS Please follow the below procedure to create Printer in SAP: Check the nslookup details of the printer at OS level Command : nslookup login to SAP guiExecute transaction SPADCheck the similar printer names in the system and use the Menu output device --> create using templateInput the printer name requested by the userUpdate the below fields based on the information and requirement.Model / Location information / spool server , Device Type, Host Spool access method, logical OMS, output attributes If we create the printer using the template all the fields will be copied by the template and change wherever required. SAVE the printer and click "YES" to update the short name as default.Once Printer saved test the printer using test print Check the status of the print. It should be successfully printed and green.Send the Mail to the user to check the printer . Printer troubleshooting: When the Printer create request received do the below Checks. Check the nslookup results at OS levelIf the result fails then ask the user to register the printer in DNSOnce the printer registered and nslookup gives proper results check the below command lpstat -p The result should be : printer is idle. enabled since If the results are ok then continue creating printer in SAP ApplicationIf the printer is not locatable of not available register the printer with CUPS interface as below: lpadmin -p -v socket:// -E -P /usr/share/cups/model/pxlcolor.ppd e.g. lpadmin -p FRDENA-0005 -v socket://FRDENA-0005 -E -P /usr/share/cups/model/pxlcolor.ppdCheck lpstat -p to confirm availibility of the PrinterIf the printer exists, but in disabled state run the command: cupsenable Also check the /home/cups there is directory spool and file cups.log. Check the printer spools are spooling and getting appeared here. If the Printing is not possible after checking all the required troubleshooting tips : Send the request back to HELDesk team to check the printer physically at location Reason : printer stuck , printer stopped state , network card issue etc.
How to extract user data on transaction access , BATCH job and events etc,.. Using St03N in SAP
English
prakash.godfrey@eu.corp.airliquide.com
7
Prakash GODFREY-SC
Uncategorized
Published
2025-07-28 20:10:27
9
IT Knowledge
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2024-11-06 13:19:35
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ALZ-AME-GCS-Remote Assets-L2
This KBA explain How to extract usage data of users in SAP Extract log of Transaction codes( t-codes ) - used in OPA by different usersWhich all programs are get executed in OPA ( normal way / via batch job ) Transaction Code used : ST03N Mode of report generation : Debug mode Login to SAP system using SAP User credentialsExecute transaction ST03nSwitch to --> Expert modeTotal-->Month--> select required monthClick on user and settlement statistics --> user profileType /h at the top of the screenThis will enter into Debug modeDouble click on Any of the userThis will enter the report into debug screenPress F5 until you get the variable "DREF_ORIGINAL"Double click on this variableClick on the attachmentIn the next screen select the Application Stat Select the field as shown belowYou will see the below screen for all users who has executed Tcodes , reports , events , batch programs etc.,. Click on the Icon and select the spreadsheetSelect the option below and execute Give the file name and saveClick Back button until you clear the debug screen.Share the report with the user
How to troubleshoot SYNAPSE web service related errors: TCODES : SRT_UTIL , SRT_LOG, SRT_ELOG Using the above T-codes we can troubleshoot the web service related errors. Procedure: Login to SAPGUI using your credentialsT-CODE SOAMANAGER --> web service configurationSearch for the web services Z* and check the ping Web ServiceStatus can be 405 , 502 will be Ok due to the nature of the callsIf any issues with URL access then do the followingT-CODE --> SOAMANAGERLogs and traces tabCLICK on SOA Runtime Error Log which is same as T-Code --> SRT_ELOGCLICK on SOA Runtime Traces same as T-CODE--> SRT_UTILIf you want to check any configuration changes happened to the web service them click on --> SOA Configuration LogHere you will see the details of changes done to the Web ServiceSuppose which user has done the changes to the web service then Go to SOAMANAGER--> Web Service configuration --> search for Z* --> Display --> administrative information tab.To enable the functional and performance trace for the web service Type T-code SRT_UTIL --> Traces --> Give username to start the traces for the userUnder configuration Tab --> available traces --> Performance trace (active) , Functional trace (High), Payload trace (Active) and then keep all default Click on Save Configuration Button at the bottom.Ask the user to run the test. Once test is complete. You will find logs in the respective tabs.Click on the logs and check for any errors related to the calls done in the test and take the necessary steps required to solve the issue.Also check the Web service configuration as per the documentation. Compare with Production Web service.Share the details with the user for any issues related to functional or development requirement. E.g. SAP L2 checked in MEA for incident related to web service which is working with ESB and getting response from MEA but MEA receive header informantion from SYNAPSE was giving error. SAP L2 checked all the configuration part and everything was fine Ping test was successful Enabled the user trace using SRT_UTIL and captured the logs We found there were issues related to receive header information. SAP server was not able to understand the header information from SYNAPSE Upon further checking found that the header information need to be changed. Developer changed the header information and received successfully my SAP Server. All the steps successfully executed after deploying the correct header information. Please check the below link on how to enable web service trace in SAP system. https://docs.google.com/document/d/12dEdMbz-evh-L5_L19ErG-EMFxmBHHsZeioskD4qBFU/edit?tab=t.0
GIO-CS-EUR | /opentext/data/diskbuffer | File system usage breached threshold for diskbuffer
English
Pritisha.DAS@eu.corp.airliquide.com
5
NaN
Windows - Storage / Performance
Published
2025-05-13 13:21:20
3
IT Knowledge
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2025-05-13 13:20:38
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GIO-CS-SD-OTHERS APPS-L2
**Issue identified and Symptoms Disk space high utilization E.g : /opentext/data/diskbuffer file systems usage has breached. **Configuration ItemHC-P-10-0100-ARCHIVING-PROD or HC-P-10-0100-ARCHIVING-PPRD **Key Word or an Issue category File system utilization has been breached threshold Unable to archive documents in SAP Chorus **Resolution steps Login to server, go to the path /opentext/data/diskbuffer1. Check the file system by using the du -sh * command to find out which folder is consuming high space 2. Check the current threshold by df -h3. Type sudo su - s_ot4hc01p4. . /opentext/sw/archiveserver/bin/profile5. Run /opentext/sw/archiveserver/bin/dsHdskRm -clear6. Run "dsHdskRm -i 100 -t 3 -x 0 -p Buffer_CD -f"7. Once script completes check the utilization again. **Contributing factors and priori cause The high usage of disk space is because the purge jbs are not running on the administrative console. **Post resolution steps Check with user if the archiving started succesfully after soace increased. **Referential team(s) gio.prod-managed-apps-l2@airliquide.com **Referential ticket(s) INC1723405 **Learnings Take actions onlythrough the commands manually when the automatic purge jobs are not working
Steps to be followed when facing Calendar Sync issue
English
priyanka.kumari@as.corp.airliquide.com
23
NaN
Uncategorized
Published
2025-05-22 14:07:11
6
myITcorner
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2025-05-22 11:56:53
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BAP-COE-GID-L2
Purpose: This knowledge base article is intended to guide the steps to the end users when they face the calendar sync issue. Target Audience: BAR+ users. Steps: Please follow the below steps in this document to remove the BAR+ google synchronization.
airliquide, bar, bar+, calendar, calendar sync issue, com, corp, english, event, event sync, facing, followed, kumari@as, priyanka, steps, sync, when
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KB0022246
MIR INC0797055 - SPLUNK/Scheduling: Job Status Failure for PPEN0000ALTSCIMPORTTELEFLOWJ02ALT_0001 on
Optim.SUITE - Add new version of AIMMS developper in AIMMS pro
English
q.royer@eu.corp.airliquide.com
10
Quentin ROYER
Uncategorized
Published
2025-07-29 1:33:08
8
IT Knowledge
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6
2022-08-24 12:06:07
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ALZ-AME-GCS-Production Assets-L2
In order to bring a new AIMMS developer version in the AIMMS pro portal, here are the steps to follow : 1. Go to AIMMS custom download (here) In the tab, select the following valueApplication : Pro PackageOS : WindowsArchitecture : 64 bitFlavor : VS2017Major release / Software update : select the version you want A 7z file will be downloaded once you click on the 7z link 2. Go to AIMMS pro portal and go to AIMMS versions and click on Publish AIMMS version3. Upload the 7z file downloaded in step 3 New version is available during AIMMS pro app publishing !
AIMMS Pro Connect to AIMMS pro portal PROD : https://sio-optim.apps.airliquide.com PPROD : https://sio-optim-test.apps.airliquide.com Environment : select ROOT Username / Password : in the global keepass : General > 4. SIO.Optim > AIMMS PRO Account > PPRD or PROD : SIO.Optim Root Admin Go to UsersSelect Air Liquide environment Select the group The group will define which AIMMS application the user will be able to execute. If you dont know, please ask him a colleague who has already the rights and put the user in the same group. Click on Add UserFill in the form Username : first part of his email address (for example quentin.royer1@alizent.com ? quentin.royer1) Full name : First name and last name (in upper case) of the user Email : Email address Password : you can use https://1password.com/password-generator/ Contact the user and give him the information to connect URL of PROD / PProd environment (depending on his needs)Credentials Specificity ALFI / ALBI Pre requisite : Get the windows username of the user. Can be found by : Make the user run the whoami command on its laptop (in the command prompt)Check the username in CARM Go to CARM : https://carm.apps.airliquide.com/ In search bar look for the userClick on the Manage access logo Click on the Windows Personal Account card Some AIMMS applications need extra work to be done to enable the full functionality for the user. ALFI/ALBI Give access to Citrix by raising this request : https://airliquide.service-now.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D860b41c74f3692409864ca1f0310c793%26sysparm_link_parent%3D1708f9123798f780e1a4cea954990ed8%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dtext_search (Add / remove active directory groups members) Citrix is used to allow ALFI and ALBI users executing their AIMMS applications with a low network latency. Their AIMMS applications are using PI data stored within an Oracle database hosted in Dublin. As citrix server is also located in Dublin, the network latency is reduced to the minimal. Windows account : the account of the userAD group name : EU-ALIT_SGG_SIOOPTIM-CITRIX_P Justification : need to access SIO Optim publication in citrix Create user access on Oracle ALFI and ALBI users needs to access the oracle database in order to retrieve PI data but also to write some outputs which are then sent to PI. Go to Citrix https://mycitrix.apps.airliquide.com/Citrix/MyStoreWeb/ Launch SIO Optim PROD applicationConnect AIMMS pro using admin account (General > 4. SIO.Optim > AIMMS PRO Account > PPRD or PROD : SIO.Optim Root Admin)In apps, go to IT section and execute Users manager application If nothing happens it means you need to download the app launcher on your citrix session. For that go to Help > Getting started and click on download App launcher) Go to User Oracle tabTo create a user click on add button Username : put the windows loginFull name : sameSelect the user and apply him the profile requested Specific ALFI Give access to SAMBA For an ALFI application, some outputs are stored within a SAMBA server (kind of shared folder). Access can be given with this request : (https://airliquide.service-now.com/nav_to.do?uri=%2Fcom.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3Dd5ba033c4f3592003d9524fe0310c7cd%26sysparm_link_parent%3D904bd4df1b9fc118463b5205604bcb6c%26sysparm_catalog%3D8ffee0394f8b82003d9524fe0310c7ed%26sysparm_catalog_view%3Dcatalog_myITCorner_Catalog%26sysparm_view%3Dtext_search) Share name : \\gio_samba_prod.eu.corp.airliquide.com\GATEWAY_OPTIM_ALFIWindows login of the user
In the incident’s Short Description there is an identifier of the DB Instance: SPLUNK/Advanced Cloud Alert on AWS/RDS - CPUUtilization for DBInstanceIdentifier=[as1ewb5mejrwpqx] 2. Also the account number of the AWS Account is specified in the Description of the incident ? CPUUtilization has breached threshold on 129950914603 on DBInstanceIdentifier=[as1ewb5mejrwpqx] 3. To be able to monitor the status of the CPU Utilization of the specified instance it is necessary to gain access to the AWS account. This must be requested via CARM. 4. Once the access is granted, get into AWS to the account specified 129950914603 5. Go to the Managed Relational Database RDS 6. The Databases option has to be selected and the instance mentioned in the incident will be shown on the screen. 7. The instance will be shown altogether with its tools, we click on Monitoring 8. The CPU Utilization window will be shown down in the Cloudwatch panel under the monitoring section. We click on it, and we enlarge the image by selecting the correct timeframe. We will be able to locate the peak mentioned in the incident 9. This could be the cause of critical issues. However, these alarms usually pop up whenever there is a greater than usual CPU utilization percentage. In this case, the incident shall be closed by indicating that the monitoring tool auto-resolved this incident.
Gasflow Distribution CEPSA - PROD - Error formato IP
English
r.florescastillo@eu.corp.airliquide.com
0
Rodrigo FLORES CASTILLO
Uncategorized
Published
2025-07-29 1:52:45
6
IT Knowledge
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0
2022-06-21 12:09:34
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INC0965452
GIO-EUS-GOPS-USER-DEVICES-L3
2022-06-21 12:09:33 - Rodrigo FLORES CASTILLO Additional comments Resolution notes:El error fue corregido siguiendo los pasos del correo Incidencia "Error Formato IP/Puerto Sist. Gestor" 2022-06-21 12:08:55 - Rodrigo FLORES CASTILLO Additional comments Requested forRodrigo FLORES CASTILLOCall back numberSourcePhoneConfiguration itemGasflow Distribution CEPSA - PRODBusiness ServiceUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionEnd user Name: BUTANO Y REVISIONES SL CEPSA DISTRIBUCIONEnd user Contact Number: 629648569End user Email: israel.garden@cepsa.com,administracion@butanoyrevisiones.comEnd user Company:BUTANO Y REVISIONES SL CEPSA DISTRIBUCIONDetail of issue:El usuario lrubio1 tiene el error formato IP en el TPV.
20102, 3 de junio -> 60306\n pulsamos la tecla 8 (config. polling)\n pulsamos la tecla 4 (config. ip)\n pulsamos la tecla 1 (ip sist. gestor)\n introducimos el valor 1.1.1.1\n pulsamos el botón ok\n pulsamos la tecla 2 (puerto sist. gestor)\n introducimos el valor 4455\n pulsamos el botón ok\n \n una vez está esta operación, 30, 31, 33112, 4455, 60306, airliquide, al, ano, aparece, basa, boton, calcula, cancel, castillo, cepsa, cero, cogemos, com, con, config, confirmar, corp, datafono, de, del, dia, diciembre, digitos, distribution, ej, ejemplos, el, el proceso es el siguiente:\n \n cogemos el datáfono y pulsamos la tecla f1 para entrar en el menú:\n pulsamos la tecla 9 (mantenimiento)\n introducimos la password que se calcula de la siguiente manera y que está basa en el día que realizaremos la operación: "suma de dígitos del mes" + "día del mes (con cero si existe)" + "mes del año (con cero si existe)". os pongo ejemplos:\n ej: 1 de febrero -> 20102\n ej: 31 de diciembre -> 33112\n ej: hoy, en, english, entrar, es, esperamos, esta, existe, f1, febrero, flores, florescastillo@eu, formato, gasflow, gestor, hoy, inicial, introducimos, ip, junio, la, las, manera, mantenimiento, menos, mensaje, menu, mes, necesaria, no, ok, operacion, os, pantalla, para, password, polling, pongo, proceso, prod, puerto, pulsamos, pulsando, que, realizaremos, rodrigo, se, sea, segundos, si, siguiente, sist, suma, tecla, una, valor, veces, vez, volver, volver a la pantalla inicial pulsando el botón cancel las veces que sea necesaria y esperamos al menos 30 segundos para confirmar que el mensaje ya no aparece, ya
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KB0049296
Recurrent Services
English
r.florescastillo@eu.corp.airliquide.com
9
Rodrigo FLORES CASTILLO
Uncategorized
Published
2025-07-28 16:58:43
11
IT Knowledge
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2024-04-18 11:24:58
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ALZ-AME-GCS-Remote Assets-L2
When a delivery point is configured, it can have some services associated to it. The services can be provided at a delivery point level or at a shift level and they can be set up as recurrent. The services are normally configured through SAP and once they are configured with a certain validity, they are shown in the Administration Invoicing tab of the Delivery point Master Data. In this tab the configured and valid services will always be displayed all along with the validity of the contract. If a Key User complaints about a recurrent service not being displayed in the Administration Invoicing tab, then the following procedure must be carried out: 1. First, verify in the Business Rules tab of the shift created if there is any error message of a contract that expired: 2. Then, verify if the contract is currently active with the following query: SELECT dp.ShortNameDenormalized as [Delivery point], dp.businesscode as [Delivery Point business code], p.BusinessCode as [Service code], rs.BeginContractualDate as [Contract start date], rs.EndContractualDate as [Contract end date], rs.Created FROM Recurrentservice RS inner join deliverypoint DP on dp.deliverypointid=rs.deliverypointid inner join product P on P.ProductId=rs.ProductId where dp.businesscode in ('0010896003','0012711364') 3. With this query it is possible to find out if the contract is active and the creation date of the contract. If the contract was not immediately renewed after the expiration of the previous one, then the shifts created in between will not include the recurrent services. In the case of the delivery point 0010896003, the services S0300 and S3796 will not be included in deliveries created between the dates 01-03-2024 and 10-04-2024 as the new contract was created on April the 10th according to the query stated above.
A Key User can request a new template to be added in ALTO under different circumstances: A foreign driver joins a Transport Center and a template in a different language needs to be added. A reorganization of the data has been applied, therefore the templates need to be added, then it is necessary to do the following steps: It is necessary to create the Report Path. There are two ways of doing it: Via database: To do this, it is necessary to log on to the jump server and Execute the following query: Use ALTO Declare @ReportPathId as UniqueIdentifier BEGIN Set @ReportPathId = NewId() INSERT INTO ReportPath (ReportPathId, OrganizationId, LanguageId, Path) VALUES (@ReportPathId, '04e90242-4d27-4153-9617-21ea1d6a8e5d', ‘C1C6B4BB-DE32-4F6E-8DE1-2EBAF7AD6A96', 'Nordics.DE') END BEGIN Set @ReportPathId = NewId() INSERT INTO ReportPath (ReportPathId, OrganizationId, LanguageId, Path) VALUES (@ReportPathId, 'bbf1b138-efc7-440e-8ccc-ae91b5ed3a5e', 'C1C6B4BB-DE32-4F6E-8DE1-2EBAF7AD6A96', 'Nordics.DE') END /*BEGIN Set @ReportPathId = NewId() INS--ERT INTO ReportPath (ReportPathId, OrganizationId, LanguageId, Path) VALUES (@ReportPathId, '8606d017-8685-48a9-bbdc-6e96d8e32955', 'C1C6B4BB-DE32-4F6E-8DE1-2EBAF7AD6A96', 'Nordics.DE') END*/ BEGIN Set @ReportPathId = NewId() INSERT INTO ReportPath (ReportPathId, OrganizationId, LanguageId, Path) VALUES (@ReportPathId, '9f066243-28f6-4d1b-bbdb-d89b94ae2cff', 'C1C6B4BB-DE32-4F6E-8DE1-2EBAF7AD6A96', 'Nordics.DE') END It is necessary to know the Sales Organization in which the deliveries will be carried out and also the Distribution Organization in which these deliveries take place. The link between the templates is carried out at a Sales Organization level and also at a Distribution Organization evel. b. The other way of doing it is via the UI. By clicking on the Add button and then introducing the data. 2. Once the data is correctly introduced, the new file has to be created according to the format of the rest of the files in the Do. (i.e. liquid.nordic.xx.xxxxxx.docx, gazeux.nordic.xx.xxxxxx.docx). To add a new file, it is necessary to click on the button Add file. Afterwards, the name of the file altogether with the DO and the ticket number and the date in which the file is added must be specified in the comments section. All fields must be filled out, otherwise an error message will appear. 3. Once the new file is created, the reload cache memory must be done by clicking on the three highlighted buttons:
Application: ALTO PreProd Service: SPLUNK/Windows (Monitoring) Incident/Adhoc: Service Status is Stopped on ALTOBACK-PPR-1 for ForecastCore ServiceSteps to follow:1. Reset DP forecast.2. In case of forecast failed: Assignticket to GIO.3. In case of forecast worked:Close ticket with “Server under sized”. Note: Create a problem and link child tickets if required.
airliquide, alarm, castillo, com, corp, english, flores, florescastillo@eu, forecastcore, forecastcore service alarm popped up, popped, rodrigo, service, up
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KB0053194
ALTO SOP - Loading QR Codes
English
r.florescastillo@eu.corp.airliquide.com
9
Rodrigo FLORES CASTILLO
OKTA / Mobile Enrollment
Published
2025-07-29 1:42:27
7
IT Knowledge
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2024-10-23 10:03:33
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ALZ-EU-GCS-Returnable Assets-L2
STANDARD OPERATING PROCEDURE Customer Service Team Prepared by: Rodrigo FLORES CASTILLO Application/Service ALTO Creation date: 23/10/2024 Published date: 23/10/2024 Last reviewed: 23/10/2024 Version: 1.0.0 MMS Ticket: INC1400067, INC1540667 MMS KB Article: Keywords: Loading number, QR code This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Document Objective The purpose of this document is to provide the technician with a procedure to troubleshoot a common error prompted on ALTO with the following message: Document Definition This document contains: · Troubleshooting steps to analyze the error prompted. Document Execution Sometimes on ALTO the following error message can be displayed: As it can be noticed in the Category column, this error comes from Alto Mobile. Therefore the following steps must be carried out: 1. Look for the shift in Alto Mobile Integration The error message will be shown in the event which is presenting the issue. 2. The message indicates that there is a field in which the data String that has been introduced is larger than the allowed amount of characters to be introduced. In this case, the field which shows this issue is the ExternalLoadingNumber field. 3. This happens because the QR code of the loading is scanned in the wrong place. The QR code of a loading event must be scanned on the event list in AM3 by clicking on the QR image shown on the screenshot below. It is also important to mention that the QR code scanned must fulfill the conditions specified in the MEMO on the QR Code & Bar Code Management: https://docs.google.com/presentation/d/1Myx-S4Krg2pfyVbA7BSGMrI0lOCR5sFj-jYBfKlhszY/edit?usp=sharing If the QR code meets the standard format specified on this MEMO, the data is correctly integrated and all the fields with the information from the Loading are appropriately populated. 4. If the QR code is scanned by clicking on the magnifying glass inside of the Loading event, the data will not be properly integrated. 5. Certain DO parameters must be activated for the loading number to work.
A very common error whenever the Bulk Trip Assist feature is launched is to get the following message: This message indicates that something is wrong with the BTA service. There is a common procedure to be carried out whenever this happens. Open Chrome and type the following URL address: http://altofront-prd-4.eu.corp.airliquide.com:9012/micro/tripassist/api/maintenance/ping 2. The following message should be shown if the service is working properly This must be checked on all four front servers and the response must be the same. An example of an error that can be shown when the service is not properly working is this one: 3. If the service seems to be responding well (Pong!) or the error message from the previous step is shown and the message is still shown on ALTO Suite when launching the BTA feature, L3 must be notified and an email must be sent to GIO at the following address: gio.prod-managed-apps-l2@airliquide.com
airliquide, alto, bta, bta service check, castillo, check, com, corp, english, flores, florescastillo@eu, rodrigo, service
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KB0051458
eDn failure - how to check the sending of eDNs
English
r.florescastillo@eu.corp.airliquide.com
31
Rodrigo FLORES CASTILLO
Uncategorized
Published
2025-07-28 16:58:44
6
IT Knowledge
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5
2025-01-22 15:49:58
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ALZ-AME-GCS-Remote Assets-L2
How to check and verify the sending of my Edns Some elements to verify : 1. Alto mobile integration : Check the line deliverysignature is present and check if there is also picture line (shifteventpicture) 2. In Alto > eMail > Send mail > check the logs if you see something (example below) & into E-mail > preview e-DN the EDN is well generated 3. If the shift is in definitive or ready for invoice and if the picture is not necessary then in Alto mobile integration > Nbpicture = 0 (put 0 instead of 1) 4. If the shift is in définitive or ready for invoice and then the picture is necessary, ask : a. To our driver, at the end of the shift to go in ALTO and then click on < Completed Events > then see if something was not sent and do again the manual sending (blue arrow) b. If there is a network issue of network in low intensity, the picture can perhaps be too heavy and could not sent > if it is, please send log files to check what is blocking 5. If the shift is in transferred, retrieve the edn in Email > Preview e-DN > save and sent to your customer. 6. Check also in the filer \\alseis ext_arch_prod\arch_alto putting the DN number in the search bar 7. If nothing happen, you can consult the report : ALIT_Control_eDN_daily_status and check if in transferred field you have a date. In the report, check also if the DP has been changed (DP config) 8. Check directly in the delivery point if the contact has been updated (delivery note contact and role) - in the delivery point > Administration & Invoicing 9. Check the Customer site has a language defined 10. Check in Administration > Manage File Cache, the template of Edn is existing for the language of the customer Report to check if the eDN were sent : · ALIT_Control_eDN_daily_status · ALS - ANALYSIS - Issue with customer contact emails · ALS_entityaudit analysis Queries to use if needed : Request SQL to check the sending date of the edn : Select se.BusinessCode, del.SentMailDateDefinitive From delivery del Inner Join DeliveryPoint dp On dp.DeliveryPointId = del.DeliveryPointId Inner Join ShiftEvent se On se.ShiftEventId = del.ShiftEventId Where dp.BusinessCode = '0010767392' And se.RealStartDateTime > '2020-01-01' Example : If date NULL = eDN not sent so please check and follow this procedure Si DP Config KO : you can do this request: Select Top (1000) Id, EntityType, EntityId, DataOld, DataNew, DateTime, Login, EntityId2 From entityaudit ea Inner Join deliverypoint dp On dp.DeliveryPointId = ea.entityid Where dp.BusinessCode = '0010571278' For further troubleshooting, this URL can help: https://alto.eu.corp.airliquide.com:9013/api/monitoring/eDN/Check/DD1038127
ALTO Error message Vehicle does not exist and cannot be added to convoy
English
r.florescastillo@eu.corp.airliquide.com
29
Rodrigo FLORES CASTILLO
Uncategorized
Published
2025-07-28 16:58:44
27
IT Knowledge
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3
2024-08-09 12:44:01
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ALZ-AME-GCS-Remote Assets-L2
The Master Data must not be modified, specially when having shifts In Progress as this may cause an inconsistency with the data received in AM3 and the data recorded in ALTO. In the case of the vehicles, an error like the one shown below will be prompted when this happens: Here are the steps to take when this error message is prompted and how to bypass the error whenever this anomaly happens. 1. First, locate the shift facing this issue. This is done with the shift event that is shown on the pop up. In the case of the image previously shown, the shift event is EI1008607. 2. Then we open the shift SI0455224, as there is an inconsistency with the data in AM3 and ALTO, the following popup will be displayed: Click on No, and copy the shift number. 3. Go to the Administration tab and click on Alto Mobile Integration. 4. Look for the shift by introducing it in the field Shift code field and you will see all the events sent from AM3 whether they were integrated or not. Pay attention to the fields Error, Tries and Integration. In the error column, you will find the same error message that prevented the event from being integrated. In the field Tries you will see how many times ALTO has been trying to integrate the data from AM3, and in the field Integration you will see the integration date if it was successfully integrated. In the case of this example, you will see that ALTO has tried 31 times to integrate the event and you will see no integration date. In the Error field the reason for which this event has not been integrated is shown. 5. If you click on the line with the error, on the right part of the screen you will see the data and details of the event pending to be integrated. Look for the Lists section and click the button tagged as ‘...’ on VehicleCodes. 6. After clicking on that button, you will see the vehicle codes including the wrong one. Modify the vehicle code, which in this case is ‘UT37000/01.’, change it to ‘UT37000/01’. 7. Once the vehicle code is changed, go to the upper right corner and click on the option Replay. When clicking on that button, you will see that the error message will disappear and therefore the event will be integrated and the Integration field will be correctly populated.
When a delivery is scheduled for a certain delivery point. There is a flag that indicates if the delivery is set as a runout. This flag is activated when the following condition is fulfilled: MassDeliveredQuantity>= TotalPrincipalMassCapacity - MassMinimumLevel The following queries show the values Total Principal Mass Capacity and MassMinimumLevel for the DP to carry out the delivery: SELECT totalprincipalmasscapacity,* FROM DELIVERYPOINT WHERE BUSINESSCODE='A381000C10' select top 100 MASSMINIMUMLEVEL, * from dpforecast WHERE DELIVERYPOINTID='2E9C60F8-1094-4667-ACAC-1E669807A71D' Whereas the MassDeliveredQuantity is the value delivered in ALTO.
Within the dispatch zone of the tank, the reference Trailer belongs to the highest fleet category (Large, medium, small trailer) present in the dispatch zone and could access the vessel, with the same raw product. For this category, the reference trailer capacity is the one with the smallest trailer capacity. https://docs.google.com/presentation/d/1B38cE-cIZ2FpCrV_so_T-cqeCUxwOfvpw3_5cRCzzPo/edit?usp=sharing To see the Reference Trailer Mass Capacity: Master Data ----> Configuration ----> Reference Trailer Mass Capacity For the Reference Trailer Mass Capacity to be displayed, there has to be an association between the Raw Product and a Trailer but not at a Raw product level but at a Product Category Level. By taking a look at ADHOC1028356, it can be seen that on the Dispatch Zone Blytheville there are no vehicles associated to LAR. However, if we take a look to vehicle 502373-PO it can be seen that it is not associated to the Raw Product LAR but to the Raw Product EMIXAL. Which is associated to the Product Category LAR. Also, after reviewing the following document: https://docs.google.com/document/d/1iecV_AUulz2gpFaCXKN6ZOqcvDv127_c9dcmX8sBgao/edit?usp=sharing It can be noticed that there is another requirement for the Reference Trailer Mass Capacity to be displayed, which is the definition of the Accessibility. To check the Accessibility, it is necessary to go to Master Data ----> References -----> Accessibility In order for the Accessibility to be displayed, it is necessary to check the flag For Reference Trailer Mass Capacity. Summarizing the requirements for the display of this parameter: In order for the vehicles to be considered when determining the Reference Trailer Mass Capacity they have to be Active, associated to a Dispatch Zone, and their flag Not For Reference Trailer Capacity must be unchecked. The association between the vehicles and the products is made with the Product Category. Therefore, one of the requirements needed to display the Reference Trailer Mass Capacity is to have a product category. On the other hand, the Accessibility’s flag For Reference Trailer Capacity has to be checked so that the vehicle is considered for the Reference Trailer Mass Capacity. In the case of the Dispatch Zone MCALESTER, all of its vehicles have Accessibility set to Undefined and this Accessibility does not have this flag checked. In conclusion, with the fulfillment of all these requirements, the Reference Trailer Mass Capacity will always be displayed.
airliquide, capacity, castillo, com, corp, dispatch, dispatch zone, english, flores, florescastillo@eu, mass, product, raw, raw product, reference, reference trailer mass capacity, rodrigo, trailer, zone
NaN
KB0050757
ALTO Time Distance Matrix manually introduced distances
English
r.florescastillo@eu.corp.airliquide.com
7
Rodrigo FLORES CASTILLO
Uncategorized
Published
2025-07-28 16:58:44
11
IT Knowledge
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2024-06-20 18:16:39
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ALZ-AME-GCS-Remote Assets-L2
The time distance matrix stores the distance between two locations that could be potentially used in a shift. When a shift is created, the distance of the segment between two locations is automatically calculated by ALTO with the help of HERE Maps. To get to the Time Distance Matrix feature in ALTO Suite, the following route must be followed: Utilities—>Distance & Time functions There are times in which the distances are not correctly calculated and when that happens, the distances can be manually introduced in the field Contractual route. In the GIF below it is shown how the manual introduction of the distances can be obtained: The distances can be automatically calculated by deleting the data from the fields in contractual route, clicking on the Route button and then saving the route. The following query provides information on the segments whose lengths have been manually introduced: SELECT DMS.Created, DMS.CreatedBy, DMS.Updated, DMS.UpdatedBy, Loc1.ShortName as "Start Location", Loc1.BusinessCode as "Start Loc BusinessCode", Loc2.ShortName as "End Location", Loc2.BusinessCode as "End Loc BusinessCode", DMS.distancecontract as "Distance Contract" FROM DistanceMatrixStat DMS INNER JOIN location Loc1 on Loc1.LocationId=DMS.StartLocationId INNER JOIN location Loc2 on Loc2.LocationId=DMS.EndLocationId inner join deliverypoint dp on dp.DeliveryAddressId=dms.StartLocationId WHERE DMS.CreatedBy like '%IBE%' and dp.isactive=1 AND DMS.DistanceContract is not null
How to Mass upload new Assets in ServiceNow CMDB (In Stock) before assigning to User (E&C) EUS Team Guide ------------------------------------------------------------------------------ Description: This article describes the process of how to mass upload new assets in ServiceNow CMDB after receiving from DELL and before assigning to a user. ------------------------------------------------------------------------------ Air Liquide has a global contract with DELL and the IT teams across different entities of E&C buy End User Device (EUD) viz Laptop, Desktop, Workstation from them. After receiving the assets, updating the information in ServiceNow CMDB becomes a necessity to keep the Status up to date. This document will describe the process of uploading the minimum information related to EUD in ServiceNow. Step 1: Create a local file from TEMPLATE and update the column A, B, C & K in the SHEET ‘Data Loading Template’ Serial Number : Serial Number of the device you receive from DELL Name : Host-Name to be used by the device Model : Laptop/Desktop DELL Model Entity : Entity Code On the basis of your selection of Entity the sheet will be updated with other required information, viz Company : Full Name of the Entity available in ServiceNow Location : Site Location Asset Owner : Entity Code Company Owner : Full Name of the Entity available in ServiceNow Stockroom: Entity’s Stockroom name You can also fill the information to the fields in the template provided, e.g. Purchaser, Invoice number, Invoiced date, Purchase Order number, End of Life, Delivery Date, Delivery Location, Keyboard etc. depending on the needs. Step 2: In ServiceNow MMS, use IT Catalog to create a mass data uploading request. Select option Workstation: Specify the URL and Justification: Important: Provide EDITOR access to your Google Sheet template to following group => UNCHECK - ‘Notify people’ box Finally : Check the box - ‘I confirm’ and Click on ‘Order Now’ TAB. ServiceNow Request will be created with a Task for MMS administrators to perform the mass upload. After they perform the update you will be notified. Step 3: After mass upload you can verify the results in ServiceNow You will get following information: Click on ‘Preview this Record’ for Asset detail and then ‘Open Record’ to verify the content Step 4: Later-on when the device is active and issued to a User please UPDATE the Asset Status in ServiceNow.
airliquide, asset, assets, cmdb, com, corp, english, hardware, in stock, laptop, mass, mass upload, new, new asset, new laptop, parmar, parmar@eu, rajeev, servicenow, stock, upload, upload stock
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KB0050108
Point mismatch issue on T2 APAC HIST
English
ramanath.krishnan@as.corp.airliquide.com
8
Meng HU
Uncategorized
Published
2025-01-09 10:45:33
4
IT Knowledge
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2024-05-20 10:29:49
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ALZ-AME-GCS-Production Assets-L2
OSI Soft Guideline for Troubleshooting Error [-11162] Archive and Base Point Count Mismatch Issue During runtime, or when attempting to start the PI Archive Subsystem (piarchss), the following critical error message is written to the PI message log. It would also appear on the EventViewer ->Applications log. [-11162] Archive and Base Point Count Mismatch - Contact Technical Support In addition, one of the following behaviors is observed: Cannot start/restart (boot/reboot) the PI Data Archive Cannot connect to the PI Data Archive from a remote machine Cannot keep the PI Archive subsystem in running state Environment PI Data Archive 3.4.380.x and later; often after: An ungraceful shutdown The PI Data Archive was restored from a backup Solution Depending on the cause, the solution will involve one of the following: Redoing an improperly executed backup or migration Resolving discrepancies in PI point records These are described in the Cause section of this article.Contact OSIsoft Technical Support for assistance in diagnosing the issue and executing the proper recovery procedure. Solution 1: Redo backup/migration The error may appear after: restoring the PI Data Archive from a backup directory copying PI files from a backup directory to a new machine as part of a migration In these cases, it is likely that the issue lies with the PI files in the directory/directories. Diagnose the issue Look at the point count information in the [-11162] error message. Fatal error in PI subsystem piarchss: Archive Point Count: 10, Point Database count: 231360, status: [-11162] Archive and Base Point Count Mismatch - Contact Technical Support If the Archive Point Count is significantly smaller than the Point Database count (on the order of 100 times or more), this may indicate that the PI files were moved improperly during the backup/migration.Also, compare the sizes of the piarcmem.dat file in the two directories (e.g., the backup directory on the old machine and the target directory on the new machine). The target directory's file will likely be smaller than the backup directory's file; this lines up with the small Archive Point Count from the error. Resolve the issue If the differences described above are observed, the backup/migration may need to be performed again. When doing so, ensure that all the files are copied properly from the original directory by comparing them after they have been copied. Solution 2: Resolve snapshot file issues The error may also appear as a result of: an unexpected machine shutdown when the PI Data Archive is running expensive queries being performed during PI point creation/deletion Diagnose the issue Look at the point count information in the [-11162] error message. Fatal error in PI subysystem piarchss: Archive Point Count: 1167, Point Database count: 1169, status: [-11162] Archive and Base Point Count Mismatch - Contact Technical Support If the difference between the Archive Point Count and the Point Database count is relatively small, confirm these values using another tool: For the Archive Point Count: in a command prompt, navigate to %PISERVER%\adm and run the command piartool -ss Point Count corresponds to the Archive Point Count For the Point Database count, confirm the value with the PI Base Subsystem's Point Count performance counter: Open Windows Performance Monitor. Click the Add button to add a counter. In the Add Counters window, navigate to PI Base Subsystem > Point Count, and add this counter to the trend. Switch to the Report view to view the value of the counter. Resolve the issue Once the mismatch is confirmed, the procedure is to rebuild the snapshot file (piarcmem.dat). The process is also documented online: Data Archive Administration > Repairs > Snapshot recovery > Rebuild the snapshot fileImportant notes before rebuilding the snapshot file It is strongly recommended to back up all non-archive files first – perform the backup to a folder that is different from the one used for regular PI Data Archive backups While PI Snapshot and PI Base subsystems are running, take a baseline copy backup (with zero archives) open Command Prompt as Administrator go to folder %PISERVER%\adm and execute piartool -backup -type COPY -numarch 0 For PI Data Archive versions 2015 (3.4.395) and later, there are two files processed: piarcmem.dat, used by historical tag snapshots piarcmem_1.dat, used by future tag snapshots Significant data loss can be incurred if the procedure is executed improperly. Importantly, do not rename piarcmem.dat prior to executing pibasess -snapfix. For PI Data Archive versions 3.4.375.x or earlier, this procedure does not apply. Contact our Services team to discuss options for upgrading your PI Data Archive. Note that Windows Integrated Security was first introduced in Data Archive 3.4.380.x. To rebuild the snapshot file Go to Windows Services (services.msc) and stop the following subsystems: PI Snapshot Subsystem (pisnapss) PI Archive Subsystem (piarchss) PI Base Subsystem (pibasess) Verify the subsystems are stopped by opening Task Manager > Processes and making sure PI Snapshot Subsystem, PI Archive Subsystem and PI Base Subsystem have been removed from the Processes list From a Command Prompt window run as Administrator, switch to the folder %PISERVER%\bin and execute: pibasess -snapfix [parameters]? The command pibasess -snapfix can be run without other parameters, as it will process the default snapshot files in the PI Data Archive (located in %PISERVER%\dat). Additional parameters are listed in the documentation page Rebuild the snapshot file or, for a list respective to the PI Data Archive version, look for the specific System Management Guide (PDFs available in the Customer Portal) PI Base Subsystem will then attempt snapshot recovery; monitor the output to confirm pibasess -snapfix was successful. In some cases, the command may fail: pibasess -snapfix will crash if executed with either Base, Archive, or Snapshot subsystems running. Make sure those subsystems are stopped (step 1). If duplicate points are found, the command has to be executed again with another set of parameters to purge duplicate points Check the article [-11162] Archive and Base Point Count Mismatch is not resolved with snapfix and follow the Solution section If encountering an issue with Digital PI Points that cannot be deleted Check cannot edit or delete a digital PI point if the assigned digital state set was deleted and had 0 states and apply the Workaround section before executing the command again If PI points are actively being created (by PI Interfaces or custom applications): To avoid this, either stop the applications that are creating PI tags, or place the PI Data Archive in standalone mode, before doing all steps again. When pibasess -snapfix succeeds, restart the services: PI Base Subsystem PI Snapshot Subsystem PI Archive Subsystem. Force an archive shift (Recommended)After rebuilding the snapshot file successfully, piarcmem.dat (the PI Snapshot table) and pipoints.dat (the PI points table) will be in sync, but the current (primary) archive file is not guaranteed to be fully in sync, at least not until a new archive is created.As best practice, after performing the steps above (and PI Archive Subsystem is running), it is recommended to create a new primary archive, by forcing an archive shift. This can be done by running the command piartool -fs (from %PISERVER%\adm) or by selecting Force shift from the Archives plugin in PI SMT. This will ensure the primary archive records are synchronized with the current list from PI Snapshot Subsystem. Prevent future issues The error described in this article is most often a result of issues during PI point creation/deletion, and it can be avoided in the vast majority of cases if proper planning is done in advance of these PI point changes.To better plan for PI point creation/deletion, PI administrators should take the following recommended steps: Work with IT to ensure that: PI point creation/deletion does not happen during OS patching The PI Data Archive machine has an uninterrupted power supply Ensure that power users stop all expensive queries and other PI point operations before creating/deleting PI points Cause The [-11162] error is written when a mismatch is detected in the number of records between the PI Point table (pipoints.dat) and the PI Snapshot table (piarcmem.dat). The snapshot table (piarcmem.dat), stores the snapshot event for each tag in the file. PI Archive subsystem uses this file to keep track of the number of tags on the system, and if there's a mismatch between piarcmem.dat and pipoints.dat (PIBase subsystem's file) then we'll get this error.Mismatches are commonly caused by issues on the Data Archive that occur during PI Point creation/deletion, such as: Expensive queries (e.g. large PI interface or PI Analysis backfill operations) executed during PI Point creation/deletion These are often executed by power users with permissions to create PI points or perform read/write or backfill operations. Machine unavailability due to maintenance/OS patching or ungraceful shutdown Larger-scale mismatches can occur when piarcmem.dat files are not properly moved or copied. This usually happens in the process of restoring from a backup or migrating the PI Data Archive.
IoT4HC is a platform that connects healthcare devices to the cloud. IoT4HC can provision devices with a unique certificate per device so they can communicate securely at scale. Messages received go through a data pipeline so as to be processed and be ready to be consumed or stored by other data platforms. Data can be pushed on the flow or made available through an API. IoT4HC uses a serverless microservice architecture hosted on a HDS - Hébergement des données de santé - AWS cloud environment managed by Euris Health Cloud. Today, two device models are connected : Nowapi and Vendom. Nowapi data is pushed to DBB and Vendom data is distributed to SRETT and DBB. IoT4HC allows only authorized users to access their devices and health data.
Qlixbi connectors offer to gas cylinders the ability to send data to an IoT platform named IoT-4PG. The devices communicate using Long Range Communication Networks such as Sigfox and LoRaWAN. Thanks to its architecture, the communication mode can be extended to other Networks (NB-IoT, LTE-M...). IoT-4PG stores and analyzes gas cylinders data, over which a consumption algorithm is applied to generate automated customer orders. Users can also set alarms to be alerted when their current stock crosses a given threshold, and thus easily manage their cylinders park. IoT-4PG can be fully integrated with the customer environment: Tracking systems: monitor your assets location, today with Servitrax (EU affiliates) and Asset.Flow (UK Energas) ERPs: manage your orders, generate new automatic ones, today with SAP/OPERA (EU affiliates) and AS400 (UK Energas) Customer portals: access to your Manage application through a single login, today with myGas (EU affiliates) and D.Co (Energas) For customer support purposes, the Qlixbi Admin Portal can be used to have a global view of the data. Please follow this article to learn how to create an access. There, you are able to know the given locations of the connectors and cylinders, see the last messages received, or export the data you're interested in for instance. Support teams can also be alerted when given situations occur: for instance, if a connector suddenly stops communicating, if a message is received for an unknown cylinder, or if the customer coverage is not good enough to offer Qlixbi services.
Access to the Qlixbi Portal must be requested on CARM. Once on CARM 'Request new access' Select the + icon Search for Qlixbi Portal Admin Select the role, country and environments you want access to Your manager/approver will then confirm your demand for your access to be active. You can then access the Portal through the links Production (for all users) Pre-Production (for UAT only)
MIR INC0629231 - ALTO MOBILE application is unavailable (September 15th, 2020)
English
Ravi-Kumar.BC@eu.corp.airliquide.com
0
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:08
11
Major Incident Reports
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2020-09-15 9:28:47
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GIO-CS-SD-OTHERS APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report ALTO MOBILE application is unavailable INC0629231 - September 15th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 3 Hours 24 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
15th, 1lcnketqttacqdx-uxqg0edvydw0tzjfkandgmxac4ji, 2020, airliquide, alto, application, bc@eu, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1lcnketqttacqdx-uxqg0edvydw0tzjfkandgmxac4ji/edit, com, corp, docs, document, edit, english, europe, google, https, inc0629231, jean, leroy, link, mir, mobile, ravi-kumar, september, software, unavailable
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KB0018571
MIR INC0622471 - SPLUNK/Url: Ping Status is KO for http://eu-lxfewis-prod.eu.corp.airliquide.com:808
English
Ravi-Kumar.BC@eu.corp.airliquide.com
1
Jean LEROY
Uncategorized
Published
2021-08-24 11:44:23
10
Major Incident Reports
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2020-08-28 13:52:38
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GIO-CS-SD-OTHERS APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Url: Ping Status is KO for http://eu-lxfewis-prod.eu.corp.airliquide.com:8080/fewis INC0622471 - August 28th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 2 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1nyak-wcpwfigsgntqijbwzt-vqgn125d58zan5qjowc, 808, airliquide, bc@eu, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1nyak-wcpwfigsgntqijbwzt-vqgn125d58zan5qjowc/edit#heading=h.gjdgxs, com, corp, docs, document, edit, english, eu, eu-lxfewis-prod, europe, gjdgxs, google, heading, http, https, inc0622471, jean, ko, leroy, link, mir, ping, ravi-kumar, splunk, status, url
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KB0017081
MIR INC0583215 - Alto Mobile unavailbility (May 12th, 2020)
English
Ravi-Kumar.BC@eu.corp.airliquide.com
1
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:07
11
Major Incident Reports
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GIO-CS-EUR-Managed Apps Middleware
NaN
NaN
NaN
0
2020-05-12 12:01:31
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GIO-CS-SD-OTHERS APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Alto Mobile unavailbility INC0583215 - May 12th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 5 Hours 50 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
12th, 18dewmj4grdq-7daxdj8ne26tmmq-hwhevvhnpghc54m, 2020, airliquide, alto, bc@eu, bis, bis europe\n link to the mir : https://docs.google.com/document/d/18dewmj4grdq-7daxdj8ne26tmmq-hwhevvhnpghc54m/edit#heading=h.gjdgxs, com, corp, docs, document, edit, english, europe, gjdgxs, google, heading, https, inc0583215, jean, leroy, link, may, mir, mobile, ravi-kumar, unavailbility
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KB0021883
MIR INC0781711 - SPLUNK/Url: Ping Status is KO for http://eu-lxfewis-prod.eu.corp.airliquide.com:808
MIR INC0613433 - Alto Mobile client unavailability for all users (August 4th, 2020)
English
Ravi-Kumar.BC@eu.corp.airliquide.com
3
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:07
11
Major Incident Reports
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Bulk Supply Chain & Mobility
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NaN
0
2020-08-04 10:06:41
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GIO-CS-SD-OTHERS APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Alto Mobile client unavailability for all users INC0613433 - August 4th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 3 Hours 18 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
130yxlvpy2tyrgcssigak4jn1w5wbcyv41leqrjkcquo, 2020, 4th, airliquide, all, alto, august, bc@eu, bis, bis europe\n link to the mir : https://docs.google.com/document/d/130yxlvpy2tyrgcssigak4jn1w5wbcyv41leqrjkcquo/edit#heading=h.gjdgxs, client, com, corp, docs, document, edit, english, europe, gjdgxs, google, heading, https, inc0613433, jean, leroy, link, mir, mobile, ravi-kumar, unavailability, users
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KB0015859
MIR INC0543992 - www.airgas.com is unreachable (January 28th, 2020)
English
ravi.kayarwar@am.corp.airliquide.com
3
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:16:05
16
Major Incident Reports
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2020-01-28 13:51:24
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NaN
GIO-CS-AMER-COMMAND_CENTER-L1
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report www.airgas.com is down externally and internally INC0543992 - January 28th, 2020 Timezone : GMT Total outage duration : 2 Hours 34 Minutes Executive Summary The Airgas eCommerce website Airgas.com & Punchout are down. Classification : Major business application outage On Tuesday, January 28th, 2020 at 4:43 EST, Monitoring reported an incident, affecting the Airgas eCommerce website impacting all website users.The symptoms of the incident were that the Airgas eCommerce website Airgas.com including it’s Punchout site began displaying the maintenance page. Initial investigations into the root cause identified key servers supporting the Airgas eCommerce website went into a hung state due to the Network File Service becoming unresponsive, which prevented the website from fully functioning.The resolution of the incident consisted of stopping and disabling the Symantec Endpoint Protection (SEP) services and recycling the servers supporting the website. On January 28th, 2020 at 7:14 EST, the incident was resolved, leading to a service disruption of 2 Hours 31 Minutes. A priori root cause The Publish servers lost Network File Service connectivity to the Admin server and were unable to produce the web pages. Major steps leading to incident resolution January 28th, 2020 4:43 : Rackspace monitoring notified the application team that the website displayed a maintenance page. 5:00 : The eCommerce application team notified TCS that there was an issue with the website. 5:00 : The TCS team was also notified via it’s own monitoring and began debugging the problem. 5:30 : TCS reopened the SEV1 case with RedHat (RedHat Case #02569747) that was opened on Monday for INC0543992. 6:14 : RedHat joins the bridge and identifies an NFS Lock issue when running Symantec Antivirus. 6:53 : After stopping and disabling Symantec Endpoint Protection (SEP) services on the Admin and four PUB servers, the website has remained functioning. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041509. ACTION PLAN Put in place automatic monitoring of the URL website utilizing the monitoring tool. Monitoring of the NFS process was put into place utilizing the monitoring tool. Disable the Symantec Endpoint Protection (SEP) antivirus tool, until working with the GIO Security team a resolution on the SEP issue running on RHEL 7.5 servers using NFS is corrected. Version: V1.0 Date: Author(s): Ravi KAYARWAR-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
Bar+ Application is restricted to save the "url" in cloud link button in event create page due to security reasons,Please note : It will not allow to save any lengthy url's including "html tags" & "https,www,http"Example Acceptable url : "google.com" Not Acceptable url : "www/https/http://google.com/search/_event?123"
MIR INC0950033 - Gideons - The page is just loading (May 26th, 2022)
English
Raymond.LIM@as.corp.airliquide.com
9
Navin GNANARATNAM
Uncategorized
Published
2022-11-14 8:28:09
15
Major Incident Reports
NaN
#########
NaN
GIO-CS-APAC-AWS Managed
NaN
NaN
NaN
0
2022-05-26 9:26:53
#########
INC0950033
GIO-CS-APAC-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Gideons services are not available INC0950033 - May 26th, 2022 Timezone : SGT Total outage duration : 6 Hours 51 Minutes Executive Summary Classification : Major business apps outage On May 26th, 2022 at 08:35 SGT, the monitoring tool detected AS-ASC-GIDDB cant be reached. At the similar time 8.38 am SGT , user from Australia reported an incident where Gideons services were not working. The incident was impacting all APAC end-users who were using Gideons. The Gideon service users were not able to carry out daily activities ie scheduling and deliveries. The priori root cause was an hardware (CPU) failure on the server. The vendor (TRT) was engaged to replace the CPU on the server and Application team restarted the services after the hardware replacement. On May 26th, 2022 at 01:00 SGT the incident is resolved, leading to a service disruption of 4 Hours 22 Minutes. Major steps leading to incident resolution1 May 26th, 2022 08:35 : Zabbix monitoring detect AS-ASC-GIDDB not reachable. 08:38 : User from Australia reported Gideons services were unavailable. 08:40: Using RSA to the server and there is alarm on CPU1 with error 08:50 : Remote power cycle the server no response 09:10: Log ticket to vendor TRT for RMA 11:30: Vendor TRT were in premises to replace the CPU 1 & CPU 2 13:00: Server is brought online and Application verified Gideons services were resumed. Initial root cause Faulty hardware issue on CPU 1 with uncorrectable error on PCI and IREE Actions plan It is hardware issue and vendor need to replace the faulty part. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043448.
2022, 26th, after, airliquide, amber, bios, boot, check, checks, cleared, com, confirmed, corp, cpu, diagnostic, do, english, event, firmware, full, gideons, gnanaratnam, go, go to site for troubleshooting, good, hardware, imm, inc0950033, inc0950033 \n replaced cpu 1 and cpu 2\n check firmware version of bios and imm, just, latest, latest.\n cleared event logs and boot up os\n do full hardware diagnostic.\n confirmed that server is good after post checks.\n no amber in the server, lim@as, loading, logs, may, mir, navin, no, os, page, post, raymond, replaced, server, site, troubleshooting, up, version
NaN
KB0025726
MIR INC0910226 - Gideons is not working for all users (March 19th, 2022)
English
Raymond.LIM@as.corp.airliquide.com
3
Navin GNANARATNAM
Uncategorized
Published
2022-11-14 8:30:19
11
Major Incident Reports
NaN
#########
NaN
GIO-CS-APAC-AWS Managed
NaN
NaN
NaN
2
2022-03-19 9:54:11
#########
INC0910226
GIO-CS-APAC-L4
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Gideon's is not working for all users INC0910226 - March 19th, 2022 Time zone : SGT Total outage duration : 3 Hours 47 Minutes Executive Summary Classification : Major business apps outage On March 19th, 2022 at 01:08 pm SGT, users from India reported an incident affecting Gideon services for all APAC and impacting all Gideon users. Users were not able to log on to Gideon and services were reported to be unavailable impacting operations. The a priori root cause was faulty hardware on the host server . The CPU was diagnosed to be faulty and caused the outage. The IT team replaced the faulty CPU and restarted the Gideon services. On March 19th, 2022 at 04:50 pm SGT, the incident was resolved leading to a service disruption of 3 Hours 42 Minutes. Major steps leading to incident resolution1 March 19th, 2022 01:08 pm : User from India reported a P1 incident where users were not able to access Gideon. 01:27 pm : Issue has been identified as GIDDB server outage due to suspected hardware failure. The AWS team and the vendor were engaged and en-route to the data center. 04:43 pm: The host CPU was identified to be faulty and the vendor replaced the CPU and updated the firmware. Gideon services were restarted and confirmed to be working. 04.50 pm: Incident was resolved after user confirmation. Initial root cause Root cause was identified to be a faulty CPU on the host server. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043233.
19th, 2022, airliquide, all, com, corp, english, gideons, gnanaratnam, inc0910226, lim@as, march, mir, navin, not, raymond, server, users, working
NaN
KB0054177
How to reactivate a user/route in Homes
English
regis.malinge@eu.corp.airliquide.com
6
Jaime MARTIN LUENGO
Uncategorized
Published
2025-01-08 15:20:09
6
IT Knowledge
NaN
#########
NaN
ALZ - Remote Asset
NaN
NaN
NaN
0
2025-01-02 10:57:45
#########
NaN
ALZ-EU-GCS-Returnable Assets-L2
How to reactivate a user/route in Homes Document Objective: It's possible the customer request the activation of a user/route which was deleted in the past Document Execution: Go to the corresponding database (BE, BW, ES, IT or PT)Check the value of the "IS_DELETED" field in these tables: SELECT * FROM HMS_ROUTE WHERE BIZ_ID = 'PT65A6' (Check IS_ACTIVED = 1 AND IS_DLETED = 0)SELECT * FROM HMS_USER WHERE USER_CODE = 'PT65A6' (Check IS_ACTIVED = 1 AND IS_DLETED = 0)SELECT * FROM HMS_USER_ROUTE WHERE USER_ID = 3486 (Check the relationship exists AND IS_DLETED = 0 If any of them is "1", update it to "0": UPDATE HMS_USER SET IS_ACTIVE = 1, IS_DELETED = 0, MODIFICATION_DATE = CAST(FROM_TZ(CAST(SYSDATE AS TIMESTAMP), 'CET') AT TIME ZONE 'GMT' AS DATE) WHERE USER_CODE = 'PT65A6'
SPLUNK/Windows: CPU Usage breached threshold on IP-0A9A645x
English
regis.malinge@eu.corp.airliquide.com
65
Jaime MARTIN LUENGO
Windows - Storage / Performance
Published
2025-08-25 12:29:03
6
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-08-25 12:25:19
#########
NaN
ALZ-EU-GCS-Returnable Assets-L2
Table of content: IntroductionDefine the Process or PurposePrerequisitesProcess step by step Introduction You are accessing this article because you have received a high CPU alert from the Splunk monitoring tool for the server `eua-pr-homiis1`. The alarm indicates that the average CPU usage has exceeded 95% over the last 30 minutes. This guide provides the initial steps to diagnose and mitigate the issue. Define the Process or Purpose The purpose of this procedure is to provide a standard workflow for responding to high CPU alarms on the production IIS server. The goal is to quickly identify the specific process or application causing the high load and to attempt a resolution by recycling its corresponding application pool in IIS. This process is designed to restore normal server performance (typically 15-50% CPU usage) and includes a clear escalation path if the initial actions are unsuccessful. Prerequisites Before proceeding, ensure you have the following: A Splunk alert for high CPU usage on server eua-pr-homiis1 (IP: IP-0A9A645C).Administrative credentials to log in to the server.Permissions to use Task Manager and Internet Information Services (IIS) Manager.The process for contacting the L3 support team. Process step by step Follow these steps to investigate and resolve the high CPU usage. Step 1: Connect and Monitor CPU Usage Connect to the affected server, eua-pr-homiis1. Open Task Manager and go to the Performance tab. Observe the CPU utilization graph for approximately 5 minutes to confirm if the high usage is sustained. Step 2: Identify the High-CPU Process If the CPU usage remains high, go to the Details tab in Task Manager. Sort the processes by the 'CPU' column to identify which process is consuming the most resources. In most cases, this will be a `w3wp.exe` process, which corresponds to an IIS application pool. Figure 1: Identifying high-CPU w3wp.exe processes in Task Manager. Step 3: Recycle the Corresponding Application Pool The `w3wp.exe` process cannot be recycled directly. You must recycle the IIS application pool it belongs to. Open Internet Information Services (IIS) Manager and navigate to Application Pools. Identify the pool that corresponds to the problematic process (you may need to check the PID). Select the application pool and select Recycle... Figure 2: Recycling the responsible Application Pool in IIS Manager. Step 4: Verify Resolution or Repeat After recycling the pool, wait 5-10 minutes and monitor the CPU usage in Task Manager again. If the CPU usage has returned to a normal level (15-50%), the issue is likely resolved. If the CPU usage remains high, or if another `w3wp.exe` process now shows high usage, repeat Step 2 and 3 for the next highest consuming application pool. Step 5: Escalate to L3 Support If you have recycled all the application pools that showed high CPU consumption and the server's overall CPU usage is still above the normal threshold, do not take further action. Escalate the ticket immediately to the L3 support team for advanced diagnostics. Contact: If the information you require is not available in this article, please let us know your needs by leaving a comment below.
Table of content: IntroductionDefine the Process or PurposePrerequisitesProcess step by step Introduction You are accessing this article because you need to manually update an asset's serial number in the database. This is a common data correction task that may be required due to data entry errors. This procedure provides the necessary SQL scripts for both Microsoft SQL Server and PostgreSQL environments and should be performed with caution. Define the Process or Purpose The purpose of this procedure is to provide a standardized and safe method for updating an asset's serial number directly in the database. By first verifying the unique ID of the asset, this process minimizes the risk of incorrect data modification. Following these steps ensures that asset records remain accurate and auditable. Prerequisites Before proceeding, ensure you have the following: A formal request to update an asset, which includes the old identifier (current serial number or barcode) and the new, correct serial number.Access to the appropriate database client (e.g., SQL Server Management Studio or pgAdmin).Credentials for a database user with read (`SELECT`) and write (`UPDATE`) permissions on the `ASSET` table.Approval from the application owner to perform a direct data modification. Process step by step Follow these steps to safely update the asset record. Step 1: Find the Unique Asset ID Before performing an update, you must find the unique `ID` of the target asset. Use one of the following methods, replacing the example values with your information. Note the `ID` from the result for the next step. A) Find by Serial Number: SELECT * FROM ASSET WHERE SERIAL_NUMBER = '963563'; B) Find by Barcode (two-part query): First, find the `asset_id` using the barcode's electronic identifier: SELECT * FROM bos.asset_identifier WHERE electronic_identifier = 'AY0NPAA'; Then, use the `asset_id` from the result to find the full asset record: SELECT * FROM bos.asset WHERE id = 22463; Step 2: Update the Asset Serial Number Choose the script that matches your database environment. Replace the example values for the new serial number, user ID, and the asset `ID` found in Step 1. For Microsoft SQL Server: BEGIN TRANSACTION; UPDATE asset SET SERIAL_NUMBER = '156331', -- New serial number modification_date = getutcdate(), modification_user = 810 -- Your user ID WHERE ID = 376540; -- ID found in Step 1 COMMIT TRANSACTION; For PostgreSQL: UPDATE bos.asset SET SERIAL_NUMBER = '156331', -- New serial number modification_date = now(), modification_user = 810 -- AdHoc Request user ID WHERE ID = 376540; -- ID found in Step 1 Step 3: Verify the Update After running the update script, re-run the `SELECT` query from Step 1 (using the asset `ID`) to confirm that the `SERIAL_NUMBER` has been successfully changed and the `modification_date` is updated. Inform the user that the task is complete. Contact: If the information you require is not available in this article, please let us know your needs by leaving a comment below.
Table of content: IntroductionDefine the Process or PurposePrerequisitesProcess step by step Introduction You are accessing this article because a shipment is not shown in the HHC, and you need to manually update its departure date to resolve the issue. This procedure requires direct database modification and should be performed with caution. You must have the Business ID (`biz_id`) of the affected shipment. Define the Process or Purpose The purpose of this procedure is to provide a controlled method for manually correcting a shipment's departure date directly in the AssetFlow database. This intervention is typically required to resolve data inconsistencies or application state issues that prevent a shipment from progressing through its normal workflow. Following these steps ensures the update is performed correctly. Prerequisites Before proceeding, ensure you have the following: A formal request to update a specific shipment and its Business ID (`biz_id`), for example, `'ESHP_S050_202402141253'`.You have pgAdmin installed on your machine.You have the necessary credentials to connect to the `PTY` instance and perform updates on the `assetflow_bos` database.You have approval from the application owner or key-user to perform a direct data modification. Process step by step Follow these steps to update the shipment record. Step 1: Connect to the Database Launch pgAdmin and connect to the PTY database instance. Locate and open a new query tool for the `assetflow_bos` database. Step 2: Verify the Shipment Record Before making any changes, it is crucial to locate and verify the correct shipment record. Execute the following `SELECT` statement, replacing the example `biz_id` with the one you were provided. Confirm that this is the correct record to be updated. SELECT * FROM bos.shipment WHERE biz_id = 'ESHP_S050_202402141253'; Step 3: Update the Departure Date Once you have confirmed you have the correct record, execute the following `UPDATE` statement. This will set the `departure_local_date` and `modification_date` to the current time. Ensure you use the correct `biz_id` in the `WHERE` clause. UPDATE bos.shipment SET departure_local_date = LOCALTIMESTAMP, modification_date = LOCALTIMESTAMP WHERE biz_id = 'ESHP_S050_202402141253'; Step 4: Confirm the Update After running the update, re-run the `SELECT` query from Step 2 to confirm that the `departure_local_date` and `modification_date` fields have been successfully updated to the current timestamp. Inform the requesting user that the action is complete. Shipment should now be visible in the HHC. Contact: If the information you require is not available in this article, please let us know your needs by leaving a comment below.
SPLUNK/Windows: Memory Usage breached threshold on IP-0A9A6452
English
regis.malinge@eu.corp.airliquide.com
15
Jaime MARTIN LUENGO
Windows - Storage / Performance
Published
2025-08-25 12:45:15
6
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-08-25 12:41:13
#########
NaN
ALZ-EU-GCS-Returnable Assets-L2
Table of content: IntroductionDefine the Process or PurposePrerequisitesProcess step by step Introduction You are accessing this article because you have received a high memory usage alert from the Splunk monitoring tool for the server `eua-pr-smciis2` (IP: `IP-0A9A6452`- Mobicontrol server). The alarm indicates that the average memory usage has exceeded 95% over the last 30 minutes. This guide provides the steps to validate the issue and perform a server restart if necessary. Define the Process or Purpose The purpose of this procedure is to provide a safe and structured workflow for responding to high memory alerts on the MobiControl server. This guide helps analysts differentiate between normal high utilization (90-92%) and a critical issue requiring a restart (>97%). By mandating confirmation from the Product team before a restart and defining a clear escalation path, this process aims to restore service safely while minimizing operational risk. Prerequisites Before proceeding, ensure you have the following: A Splunk alert for high memory usage on server eua-pr-smciis2.Administrative credentials to log in to the server.Contact information for the Product team to request approval for the restart.Knowledge of the process for escalating a ticket to the ALZ-EU-Homes-L3 group. Process step by step Follow these steps to investigate and resolve the high memory usage. Step 1: Connect and Monitor Memory Usage Connect to the server eua-pr-smciis2. Open Task Manager and select the Performance tab. Observe the 'Memory' utilization for approximately 5 minutes to determine if the high usage is temporary or sustained. Step 2: Analyze Memory State and Decide Next Action After monitoring, follow the appropriate action based on the sustained memory usage: If memory is high but NOT stuck above 97% (e.g., fluctuating between 90-96%): This is considered normal behavior for this server. No action is needed. You can close the incident.If memory is consistently stuck above 97%: The server requires a restart to clear the memory. Proceed to Step 3. Step 3: Obtain Approval and Restart the Server This is a mandatory step. Before restarting, you must contact the Product team to get their confirmation. This is to ensure you do not interrupt any planned maintenance or critical operations. Once you receive their approval, proceed with a standard server restart. Step 4: Verify Service After Restart After the server has rebooted and is back online, open a web browser and verify that the MobiControl website is accessible and functioning correctly. Also, check the memory usage in Task Manager to ensure it has returned to a normal level (below 95%). Step 5: Escalate if Issues Persist If the MobiControl website does not work correctly after the restart, or if other issues arise, you must escalate the incident. Follow these steps: Create a detailed escalation document using the standard template.Attach the document to the incident ticket.Assign the incident to the ALZ-EU-Homes-L3 support group. Contact: If the information you require is not available in this article, please let us know your needs by leaving a comment below.
MIR INC0573135 - Issue on myGas Italy PROD (April 10th, 2020)
English
remy.brillet@eu.corp.airliquide.com
1
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:06
11
Major Incident Reports
NaN
#########
NaN
GIO-CS-EUR-Managed Apps Middleware AWS
NaN
NaN
NaN
0
2020-04-10 18:25:29
#########
NaN
GIO-CS-EUR-CLARANET-L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Issue on myGas Italy PROD INC0573135 - April 10th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 51 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
10th, 1gjosr-3thuadrbfkmmpefb94ssybcvqr1slckma6i, 2020, airliquide, april, brillet@eu, com, corp, docs, document, edit, english, gio, gio\n link to mir : https://docs.google.com/document/d/1gjosr-3thuadrbfkmmpefb94ssybcvqr1slckma6i_0/edit, google, https, inc0573135, italy, jean, leroy, link, mir, mygas, prod, remy
MIR INC0721946 - Availability on Distributor Interface (April 7th, 2021)
English
remy.brillet@eu.corp.airliquide.com
0
Jean LEROY
Uncategorized
Published
2022-01-03 18:55:08
7
Major Incident Reports
NaN
#########
NaN
GIO-CS-EUR-Managed Apps Middleware AWS
NaN
NaN
NaN
0
2021-04-07 17:27:28
#########
NaN
GIO-CS-EUR-CLARANET-L1
NaN
1p5nqpjajniawjkln9hjc5pcja7hn-ezf, 2021, 7th, airliquide, april, availability, brillet@eu, com, corp, di, di availability\n \n google docs link :\n https://docs.google.com/document/d/1p5nqpjajniawjkln9hjc5pcja7hn-ezf/edit, distributor, docs, document, edit, english, google, https, inc0721946, interface, jean, leroy, link, mir, remy
NaN
KB0017310
MIR INC0587050 - CFD + Bar + is down in Australia and New Zealand. (May 21st, 2020)
English
Renalyn.REAL@as.corp.airliquide.com
4
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:07
21
Major Incident Reports
NaN
#########
NaN
GIO - SEC - Secure Remote Access
NaN
NaN
NaN
1
2020-05-22 10:14:52
#########
NaN
GIO-NET-APAC-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report CFD + Bar + is down in Australia and New Zealand. INC0587050 - May 21st, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 9 Hours 24 Minutes Executive Summary Classification : "Major business apps outage On May 21st, 2020 at 08:53 GMT+10, Users reported an incident, affecting APAC Hub and impacting the application CFD, BAR, CIS, MyGas and Gideons Lite The symptoms of the incident were an impossibility to access to this application The a priori root cause was a network routing issue in Singapore Datacenter The resolution of the incident consisted in Divert internet traffic for the affected application to alternative internet link in Singapore Datacenter internet link On May 22nd, 2020 at 18:14 GMT+10, the incident is resolved, leading to a service disruption of 9 Hours 24 Minutes Major steps leading to incident resolution1 May 21st, 2020 The incident occurred the day after change CHG0102216 which consisted in implementing 2x new Singtel internet access connected to the SG004 INTERNET core switch (which was already connected to CenturyLink access). A specific engineering was done to better advertise the APAC AL public subnet (103.144.206.0/24) on CenturyLink and new Singtel as backup. However something has happened in the CENTURYLINK backbone : An event has triggered a routing asymmetry : Traffic was exiting from CTL 01 router and was coming back to CTL02. This created trouble on the application (like BAR+) which were using this internet link => Some specific authentication with Google public resource etc.. This has been confirmed after doing some in-to-out & out-to-in traceroute. Moreover some NAT (for outgoing internet access) for the affected applications was in place as a temporary solution for CFD + Bar+ application (this NAT is now on a dedicated NAT router).This created asynchronous NAT sessions between the two SG DC INET network devices which has worsened the situation explaining why these specific applications were affected. May 22, 2020 4:00PM GMT+10 A ticket has been opened with high priority with CenturyLink (ticket #18797656). The engineering has corrected this routing asymmetry after some analysis with CenturyLink engineering. CenturyLink said this asymmetry was there since the implementation of the CTL access, but clearly it was impossible, because the issue would have been there for long time. We disagreed with CenturyLink on this explanation, but could not get more details : It was told us that this was like this since the implementation of the SG DC CTL internet access. Following GIO N&T analysis, we think that the activation of Singtel routing integration (fr APAC AL public advertisement) has certainly triggered an event in the INTERNET backbone that we could not control. Initial root cause The root cause was a kind of transient issue on the CENTURYLINK ISP network. The integration of Singtel access for the APAC internet public prefix issue has triggered an asymmetric routing between SG004 CENTURYLINK RT01 and RT02 access. Actions plan Through the problem management, Analysis by all the team of their part, in order to check, why the change of this link, causes the link availability Analysis with century link, in order to check the line health Basically there is no deterministic action plan, but two guidelines : 1- Even if GIO has NO visibility on CenturyLink configuration and actions, for any future change, challenge them to ensure that all details are implemented correctly for all types of routing scenario. 2- When a N&T team is doing a change, verify all possible failover scenarios : Here instead of mainly focusing on new SINGTEL internet new access, we should have also focused on the already existing CENTURYLINK infrastructure (by doing bi-directional traceroute) and confirm nothing has changed.. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041971.
2020, 21st, airliquide, apac, australia, bar, bis, bis apac, cfd, com, corp, down, english, giddey-sc, inc0587050, may, mir, new, real@as, renalyn, tim, zealand
NaN
KB0039812
Steps to follow for the End User Escalation Process
English
Reshania.MISRA@eu.corp.airliquide.com
87
Reshania MISRA
Uncategorized
Published
2025-07-28 19:59:28
11
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-06-05 10:47:05
#########
NaN
GIO-PCI-ITSM-Global Process Manager
Once an Incident is logged, End Users and IT have the possibility to escalate the incident for support. End users will escalate the ticket through their support teams via chat/phone. IT Users will see a button to trigger the process in MMS. Escalations can be done for tickets IN or OUT of SLA. Once Escalated: An alert is sent out to notify the appropriate stakeholders that a ticket has been escalated. The IT team/s responsible for the tickets resolution needs to assess the escalated ticket. Using the checklist created, we can establish if the escalation is valid If the escalation is valid: Add the respective SDM/App Manager to the watchlist Prioritise this ticket in the backlog Work the resolution Resolve the incident If not valid, un-escalate the ticket Click here to (re)watch the Fast Learning about the End user Escalation Process. Do not hesitate to also read the slides about the Escalation Process for more information and to check the process mapping: To assess the escalation, please consult the following information already available on the incident form: Business / User Impact: (Is the user blocked or has business activities come to a halt) Urgency:(Is this a critical period? Month-end) Users impacted: (How many users are impacted? Is it contained or are more users facing the same issue? Check VIP status?) Issue: (Why is the user escalating this ticket) For your guidance, there are a few examples of scenarios when the escalation can be valid. Please note that escalations are not limited to the following scenarios: A user in charge of the salary payments gets their bank system application blocked by AirLiquide security tools, and we are in a critical period of the month. The incident is eligible to be escalated to expedite the resolution. A user is the logistic coordinator and needs to print out the delivery notes for the truck drivers that are departing soon, but the printer is not working. The incident is eligible to be escalated. A user has an issue with their SAP application. They need to GRV an invoice before the finance deadline but the user experiences an issue when saving the record. They shall escalate an incident by contacting their application team.
MIR INC1330722 - NAV servers are down (January 11th, 2024)
English
Reshania.MISRA@eu.corp.airliquide.com
11
Sidonie CHANTOURY-SC
Uncategorized
Published
2024-02-12 17:38:56
5
Major Incident Reports
NaN
#########
NaN
BAMEI - Navision - Application
NaN
NaN
NaN
0
2024-02-12 15:07:28
#########
INC1330722
GIO-SEC-PSS-RUN-L2_L3
NaN
11th, 2024, airliquide, center, chantoury-sc, com, corp, data, data center, down, english, inc1330722, january, mir, misra@eu, nav, reshania, servers, sidonie
NaN
KB0016043
Navision - Bulk Distribution- BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
18
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:08
40
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
34
2020-02-12 13:55:40
#########
NaN
BAMEI-HUB-NAVISION-L2
Bulk Distribution – User Guide 1. Introduction 1.1. Purpose of Document This document describes the functional workflow of Bulk Distribution. 1.2 Audience This Document is intended for: · The Users concerned · Project Manager · Management Team 2. Bulk Distribution Profile Introduction 2.1 The Role Center Dashboard The Screen below shows the Role Center No Description Figure 1. This is the first screen you will see when you open Microsoft Dynamics NAV, the Role Center is like your personal home page in Microsoft Dynamics NAV. Microsoft Dynamics NAV provides a number of different role centers for users with different Profiles. 2. Cues: Blue Color boxes are known as Cues. A Cue is a tile on a page in the Dynamics NAV client that provides a visual representation of aggregated business data related to user Profile, such as the number of Pending Shipping lines, Truck Return, pending Sales Orders, Pending Transfer Orders etc. Cues are designed to give users with a quick status of their daily activities. 3. On top you will find Distribution/Trips related Report 2.2 Task-Oriented Navigation The task-oriented navigation Pane structure reduces the complexity of information you have to shift through and allows you to focus on the key work areas for your role in your Company. The highlighted area on the left in below Screen is known as Navigation Pane: No Description Figure 1. When you click on the Home button in the Navigation Pane, it will show the following options: · Home · Trip · Posted Documents · Setup · History 2. Click on “HOME”, the System will show all of the list places that are most frequently used in your role 3. Click on “TRIP”, the system will show you the option to open the list of Bulk Trips and Bulk Trips Return 4. Click on “POSTED DOCUMENTS”, the system will show the list of sales, shipment and Sales return related Posted document. 3. Click on “SETUP”, the System will show you the list of various setups required for Bulk Distribution. 4. Click on “HISTORY”, the system will show you the list of Trip closed, Closed Bulk Filling Order, Posted Outbound Documents etc. 2.3 Search You can find any page, report, or view by Click on the Search ICON in the upper-right corner of the address bar. No Description Figure 1. Enter the word that you need to search in search box, the system will open related documents for the selection, for e.g Customer, the system will show all related documents related to Customer 2. Select the Customer from the list 3. System will Open the list of Customer Page 2.4 The Ribbon The ribbon presents those commands/tasks you use most frequently. Each area of Microsoft Dynamics NAV has been designed to make sure the tasks that are most important to users are promoted in commands on the ribbon. For example, on a Trip Scheduling Page, most frequently needed commands are Get Sales Lines, Get Transfer Lines, Print Delivery Notes, Print Trip Sheet, New, Truck Dispatch and so on. Instead of having to search for them in the menus, you will find them promoted on the ribbon. Each Page or report has its own ribbon with Commands/tasks related to that specific page or report. Each Ribbon has Task boxes for example in below screen, Home, Action and each task box has different commands. Home Task Box - has commands, Get Sales Lines, Get Transfer Lines, Print Delivery Notes, Print Trip Sheet etc as shown in below Screen. If we click on Action Task box - Commands related to action to be taken. If we click on MANAGE Task Box - Commands related to action to be taken. 3. Required Setup 3.1 Create a Truck Card No Description Figure 1. To open Truck card follow Home --->Setup-->Trucks 2. Select the Existing Truck Line, you want to edit and click the Edit button as shown in Picture 3. Click on +new or New Button to create a new Truck. 4. In General TAB: ENTER · Registration No. · Model · Select External/Internal · If External, Select the vendor No. · Capacity EqCyl · Empty Truck Weight (KG) · Gross Weight (KG) · Tolerance Weight · Year · Select Responsibility Center from the list · Click if it’s Tractor, Tanker or Trailor. · Select it’s for Package/Bulk/Both · Enter Type · Enter
Inventory Management – User Guide 1. Items 1.1 Item Items are created in the system for Inventory Items (Material), expense items, cylinders and Non Stock items. Note: For Packaged Gas the Item must be linked to an empty cylinder item, to keep track of the Cylinder movement when sold, purchased or transferred. · Search for Item on the Nav Menu Item List Item Card Linked Container information from the Item Card 1.1.1 Item Card 1 If an Item details needs to be changed the Item must be re-opened first. The item must be released once the change is completed Note: an item is not available to users if it is not released 2 Home Ribbon, 3 Action Ribbon 4 Navigate Ribbon 2 The General Fast tab, contains basic information about the Item 3 Unit of Measure 4 Product Information 5 Inventory and reserved quantities 6 Item Status information 7 Fast tabs, contain more detailed Setups and Features of the Item 8 Container 9 The Invoicing Fast tab contains information about the Item Costing Method, Cost, link to General ledger and Vat, and invoicing rules 10 The Replenishment fast tab contains information of the item replenishment system, lead time calculation and links to Boms 11 The Planning fast tab contains information on reordering or production timelines, and a details session is required to manage the planning and setup 12 The Foreign Trade fast tab contains information related to foreing sales or purchase requirements of the Item 13 The Item Tracking fast tab contains information about the item if serial and lot tracking is required for the Item 14 The Warehouse fast tab contains information related to Movements of the item in a Warehouse 15 The Item Wizard Codes fast tab contained default Product family code, that was used to create the new item and item no. 16 The Dimensions fast tab contains Financial required defaults for Business line, Production Category, C0 and Product line that is required for reporting financial value and quantity by Dimension to Management 17 The Drop Shipment fast tab has addition default information if the item is used in Drop shipments 1.1.2 Units of Measure 1 Each Item is assigned a Base Unit of Measure, a different unit of measure can be assigned based on Production, purchasing and Sales of the Items 2 Each Additional Unit link to an Item should be based on a calculation of the Base unit of measure, for example if the based unit sold is a Cylinder, but you want to report in Kg. The Kg must be calculated as a percentage of the original base 1.1.3 Replenishment No Description Figure 1. On the Item Card Scroll down to the Replenishment fast tab, where Details of how the item must be replenished and the calculation can be setup Note: the status of the item must be open before it can be edited, and must be released once completed 2 Replenishment System: · Purchase · Purchase Order · Assembly A Lead Time Calculation can be added based on the replenishment System 1D = 1 day 1W = 1 Week 1M = 1 Month A system function can then be used to create purchase orders etc, as per this setup 3 Purchasing Defaults for the Item 4 Produced Item defaults 5 Assembled Item Defaults: · Assemble to Stock · Assemble to Order 1.1.4 Invoicing 1 The Costing method indicates how the items cost is calculated in the system, Standard and Average costing are the 2 system used in AL 2 Click on the Standard Cost value to See the cost applied to each movement of the Item. 3 Select an increase or decrease and Click the Navigate button to see all related G/L postings and Value calculations 4 Click the value of navigate section to see the detail or additional postings generated by the system for each section
Navision - Procure to pay - Purchase Request for Fixed Assets - BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:06
37
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
2
2020-02-12 12:20:29
#########
NaN
BAMEI-HUB-NAVISION-L2
Ptp - Purchase Request for Fixed Assets – User Guide 1. Purchase Request for Fixed Assets Purchase Request can be made for Capex items. A Fixed asset must be created before the fixed asset can be purchased. Below is an example of a Fixed Asset: On the Request header No Description Figure 1. On the menu, select Purchase Request 2. On the Home \ New tab click the New button to create a new packing slip The Edit and Show buttons are used to open the packaging form respectively in edit and display mode. 3. Purchase Type: Select Capex - IM or Capex - LI 4. Vendor No.: Select vendor number from the list. The Vendor name will automatically be populated 5. Description: Enter a description for the request (Optional) 6. PR Level: Enter urgency level of the request. The options are: Normal Urgent 7. Currency Code: Enter the currency of the request. Note: The currency will automatically be defaulted from the Vendor. If this field is blank, NAV defaults the currency to system base currency (ZAR) 7. Responsibility Center: Enter the responsibility centre from the list On the Request Line No Description Figure 1. Type: Select Existing Fixed asset 2. No: Select the Fixed Asset number 3. Location Code: Enter the location code 4. Quantity: Enter the Quantity 5. Unit Cost: Enter the Estimated Unit cost 2. Submitting a Purchase Request for Approval No Description Figure 1. The Purchase request must be sent for approval once all the information has been captured. On the Actions, click on “Submit Approval Request” 2. Once the Purchase Request has been approved, the Status will automatically change to “Release”
airliquide, amei, assets, bis, com, corp, debbie, english, fixed, misra@eu, navision, pay, procure, procure to pay, purchase, purchase request for fixed assets, request, reshania, smith
NaN
KB0016047
Navision - Filling- BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
3
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:08
37
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
25
2020-02-12 13:55:48
#########
NaN
BAMEI-HUB-NAVISION-L2
Filling – User Guide 1. Introduction 1.1. Purpose of Document This document describes the functional workflows of Filling. 1.2 Audience This Document is intended for: · The Users concerned · Project Manager · Management Team 2. Filling Profile Introduction 2.1 The Role Center Dashboard The Screen below shows the Role Center No Description Figure 1. This is the first screen you will see when you open Microsoft Dynamics NAV, the Role Center is like your personal home page in Microsoft Dynamics NAV. Microsoft Dynamics NAV provides a number of different role centers for users with different Profiles. 2. Cues: Blue Color boxes are known as Cues. A Cue is a tile on a page in the Dynamics NAV client that provides a visual representation of aggregated business data related to user Profile, such as open filling Orders , filling sheets, Filling operations etc. Cues are designed to give users with a quick status of their daily activities. 3. On top you will find Filling related Report 2.2 Task-Oriented Navigation The task-oriented navigation Pane structure reduces the complexity of information you have to shift through and allows you to focus on the key work areas for your role in your Company. The highlighted area on the left in below Screen is known as Navigation Pane: No Description Figure 1. When you click on the Home button in the Navigation Pane, it will open: · Home · Setup · History · Transfer · Disassembly 2. Click on “HOME”, the System will show all of the list places that are most frequently used in your role 3. Click on “SETUP”, the System will show you the list of various setups required for Filling. 4. Click on “HISTORY”, the system will show you the list of all Closed or posted documents related to Filling for e.g Closed Filling Sheet, Closed filling Orders, Posted Assembly Order etc. 5. Click on “Transfer” the system will show the Transfer Order use to transfer from one location to another 6. Click on “Disassembly” the system will show the Disassembly Orders, use to disassembly Speciality gas. 2.3 Search You can find any page, report, or view by Click on the Search ICON in the upper-right corner of the address bar. No Description Figure 1. Enter the word that you need to search in search box, the system will open related documents for the selection, fore.g Customer, the system will show all related documents related to Customer 2. Select the Customer from the list 3. System will Open the list of Customer Page 2.4 The Ribbon The ribbon presents those commands/tasks you use most frequently. Each area of Microsoft Dynamics NAV has been designed to make sure the tasks that are the most important to users are promoted in commands on the ribbon. For example, on a Filling Order, most frequently needed commands are Print Filling Order, Print Filling Sheet New, Reopen, Release, Close and so on. Instead of having to search for them in the menus, you will find them promoted on the ribbon. Each Page or report has its own ribbon with Commands/tasks related to that specific page or report. Each Ribbon has Task boxes for example in below screen, Home, Action and each task box has different commands. Home Task Box - has commands Container Analyzed, Print Filling Sheet, Print Filling Order etc as shown in below Screen. If we click on Action Task box - Commands related to action to be taken. If we click on Line Manage Task box - Commands are as shown in below screenshot. If we click on Confirmed Manage Task box - Commands are as shown in below screenshot If we click on Posted Manage Task box - Commands are as shown in below screenshot. 3. Required Setup 3.1 Create a Product Family (PG) No Description Figure 1. To open the Product family list click on Home → Setup → Family List 2. Select the Existing family, you want to edit and click the Edit button as shown in Picture 3. Click on +new or New Button to create a new family. 4. No.: Enter the Family Code 5. Description: Enter the Description of the Family 6. Lines: Click on the 3 dots button which will show the existing item list in the system 7.
Navision Demand Management (MMS) Workflow of Demand Create Demand (Area IT Manager) Screening (Navision Global & CC Team) Screening (Navision Architect Team) Screening (Navision CC Team) BPO Approval (Navision CC Team) Entity Approval (Navision CC Team) Realisation Demand Acceptance (Area IT Manager) 1. Workflow of Demand 2. Create Demand (Area IT Manager) 1. Type “ Demand” in the search field 2. Click on “ Create Demand” 3. Short Description - Copy the contents from CATTASK of Navision New /Modify Functionality 4. Submitted for - Who has requested the functionality 5. Business Service - Select Navision Business Service 6. Portfolio - search for BIS AMEI 7. Category - Select Category Business Or Operation 8. Reason - Select Reason for this demand 9. Priority - Select priority of this demand 10. Budget Approver - Entity Approver (Area IT Manager defineds the Entity Approver) 11. Assigned to 12. Required by Date 13. Description - Copy the contents from CATTASK of Navision New /Modify Functionality 14. Business Case - Please provide the Business case of this request 15. Submit Demand (On top right corner) 16. Once Submitted Click on Screen (A demand Task is created and assigned to BAMEI-HUB-NAVISION-GLOBAL group user Helmi and Debbie ) 3. Screening (Navision Global & CC Team) 1. Type Demand Task in search field 2. Click on Assigned to My Groups 3. Click On Demand Number which is assigned to your group, Scroll to bottom related link Demand TASK tab 4. Open the Demand Task and assign to right Navision CC group (Assignment group & Assigned to) from Navision Global Group 5. Type Description and click Save 6. Click on Create Demand Sub-Task (We create Demand Sub-Task to ensure architect team is checking on requirement and update all details on this demand sub task when this sub task is closed Navision CC group is notified and data is automatically updated on Screening coordination Task ) 7. Type - Screening 8. Assignment Group : BAMEI-HUB-NAVISION-ARCHITECT (Navision ARCHITECT Team) 9. Assigned to : Person in the Group 10. Click on Save 4. Screening (Navision Architect Team) 1. Type Demand Task in search field 2. Click on Assigned to My Groups 3. Click On Demand Number which is assigned to your group, Scroll to bottom related link Demand TASK tab 4. Select the demand Task which is assigned to your group 5. Go to Assessment Data Tab 6. Fill the below fields 6.1. Total Level of Effort 6.2. IT Impact 6.3. Capacity 6.4. Security effort 6.5. Currency 6.6. Total Capital Cost 6.7. Total Labor Cost 6.8. Total Effort 6.9. Recurring cost 6.10. Frequency 7. Change State to Closed and click on Save & Exit 5. Screening (Navision CC Team) 1. Type Demand Task in search field 2. Click on Assigned to My Groups 3. Click On Demand Number which is assigned to your group, Scroll to bottom related link Demand TASK tab 4. Open Demand Task - Screening coordination Task 5. Review the comments and assessment data 6. Change State to Closed and click on Save 7. Demand will automatically have Qualify Button 6. BPO Approval (Navision CC Team) 1. BPO Approval is added manually on Demand by Navision CC Team 2. On Demand Scroll to bottom related link Approver TAB 3. Click on Edit 4. Search for BPO Approver and click → 5. BPO will receive email to Approve or Reject 6. BPO will click on demand to follow the details 7. BPO can click approve button to Approve Approval Email of BPO BPO Approval User Guide 7. Entity Approval (Navision CC Team) 1. Once BPO has validated Next steps is to get Entity Approval 2. Please ensure Budget Approval user is correct 3. Date of expected Delivery on Demand to be filled 4. Category & Type has to be filled 5. Navision CC team should ask BPO for Financial benefit and planned budget before sending approval 6. 7. Check No capacity constraint if its not priority 8. Submit the demand to Qualify by clicking on Qualify on top right corner 9. Once Qualified Entity Approver will receive email for Approval 10. Once Approved Demand will be assigned to Navision CC Team 8. Realisation (Navision CC Team) 1. Realization Progress needs to be updated from 0 to 100% 2. Once it's completed to 100 actual delivery date has to be added and click Save 3. Once saved Request Delivery Acceptance button is enabled 4. Click on Request Delivery Acceptance 5. Area IT Manager (Owner of the Demand will get email for approval) 9. Demand Acceptance (Area IT Manager) 1. Open the Approval Email by clicking on Demand Number 2. Scroll below and click on approver TAB 3. Right click on your name (Area IT Manager) Approve 4. Demand acceptance is Approved 10. Close Demand(Navision CC Team) (Invoicing & Closing) 1. Navision CC team get notification by email 2. Open demand by clicking on link 3. Go to related record tab and update the Invoice number 4.
Navision - Introduction Guide (Windows Client Version) - BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
1
Debbie SMITH
Windows - Storage / Performance
Published
2025-07-29 20:51:05
40
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
6
2020-02-12 12:20:25
#########
NaN
BAMEI-HUB-NAVISION-L2
Dynamics NAV NAV Introduction User Guide (Windows Client Version) Windows client user interface: Role Center In this section, we will show the basic functionalities and buttons in Dynamics Nav windows client and how to use them. Once we launch the client, the first window we see is the “Role Center” that is shown below: It provides a quick overview of tasks and transactions related to your job role. The Role Center can consist of the below, and is customizable to fit your preferences and daily tasks: - Activities - Lists (Items, Vendors, Customers etc…) - Shortcuts No. Description Figure 1 Activities: Contains valuable information sorted and filtered in order to have a quick overview of the current operations situation. You can click on the activity cue needed and the system will open the list showing the corresponding results. For example, as shown in the figure, you can click on “Sales Quotes - Open” tile and the system will open the sales quotes list with a filter on the status “Open”. This can help you check information quickly and take action accordingly. You can customize the Activities tiles as well. Some tiles may be added or removed according to the user’s demand. If the Activities tiles are wished to be customized, the user may click on the Setup button and choose whether to remove or add some tiles as shown in the figure. 2 Lists: You can customize the item’s list to have a quick summary of particular items on the user’s role center. For example, “My Items” list allows the user to make his own selection of Items by clicking “Manage List” and using the drop down menu to choose the requested items and they will be saved to the user’s Role Center. 3 Shortcuts: The user may see all the pages that he has navigated through by clicking the little drop down arrow as shown in the figure. The user can go forward and backward to where he was navigating with the help of the “Forward” and “Backward” error. Ribbon The ribbon bar organizes the system’s features into a series of tabs and groups related functions: No. Description Figure 1 The ribbon can include new documents actions, reports, lists and others and eases the movement from one screen to another for new users. You can double click on the ribbon to make it visible or hide it. The ribbon can be customized as well. In order to customize the ribbon, the user may right-click and choose “Customize Ribbon…” as shown in the figure. Actions can be added or removed according to the user’s request. The ribbon can include new documents actions, reports, lists and others and eases the movement from one screen to another for new users. You can double click on the ribbon to make it visible or hide it. Navigation Bar The navigation pane appears on the left side of the user interface. You use the navigation pane to switch between different menus, such as Home and Department. No. Description Figure 1 You can group list pages under sections. For example, if you click on “Home”, the options under it will show and you can switch from list to list easily. Status Bar No. Description Figure 1 To access the status bar, click on the pointer on the top left corner 2 When clicking on the pointer on the top left corner, it shows the information shown in the figure: You can change company as well as work date from this screen by clicking on the button next to each record. Search Bar The search bar is accessible from the top right corner of the system. You can find any page, report, or view available, considering your permissions No. Description Figure 1 When you start to type characters in the Search field, a dynamic drop-down list shows all page names that contain the characters that you type. The search box gives you quick access to different windows even if not available on the role center itself. Lists Working with Lists A list page displays content from a table in a list format. List pages can be displayed as list places (as part of the navigation layer) or simply by searching using the search bar. We are going to consider the customer’s list for the below example: No. Description Figure 1 A list has the following features: 1. Ribbon 2. Filter Pane 3. Sorting Pane 4. FactBox Pane 2 Ribbon: Shows all the available actions that can be made on this list. For example, if you click on “Sales Quote” under the “New” group, the system will create a sales quote for the selected customer. You can minimize and maximise the ribbon again by double clicking on it. 3 Filter pane: Gives you the option to filter by any of the available columns on the list. For example, to do so on the customers list, you must click on “Customers” then choose “Advanced filter” and choose your search criteria and the system will then show you only the records that meet your search. An option to filter on a specific value in a column is also available by right clicking on the value the user wishes to filter on as shown: 4 Sorting pane: Available on each column on the list and can be accessed simply by right clicking on the arrow next to the column. You can then choose between ascending and descending order as shown in the figure: In addition, you can select the Choose Columns feature to show or hide the columns as needed. To do this, select the choose columns button and the window will open: The customization applies only on your user account and does not affect other users, and will be saved for the next time you open the list. 5 Factbox pane: Found on the right side of the list, gives you additional information about the selected record. This helps you make have a quick glance at a customer’s balance and number of orders for example, without having to go into the customer in details. By clicking on the displayed number, the system will then open the sales order list with the filter set on the customer name to show the entries behind the number. To select multiple records within a list, follow the below steps: No. Description Figure 1 Press Ctrl while selecting the required records if the records are not placed successively. If the items to be selected are placed one following the other, the user can hold the first record and drag the mouse down until all items required as selected (color becomes highlighted blue as shown in the figure) Cards Working with Cards A card page is used to view or edit a record in any given table. We will consider the customer card in the below example: No. Description Figure 1 A card has the following features: 1. Ribbon 2. Expanded fast tab 3. Collapsed fast tab 4. Factbox pane 2 Ribbon: Same as with list pages, offers all available actions that can be made on a record, grouped into different tabs. You can switch from a record to another without closing the card by clicking on the “Previous” and “Next” buttons on the right of the ribbon. 3 Extended fast tab: Shows all information related to the section. It can be opened and closed simply by clicking on the title of the fast tab. 4 Collapsed fast tab: Enables you to view important summary info (called promoted fields) quickly without expanding the tab. 5 Fact box pane: Similar to the list page, the card contains a fact box pane on the right which give you an overview of the selected record. Basic Functionalities Keyboard Shortcuts The following table describes keyboard shortcuts for navigating and accessing different elements of a page, such as actions, drop-down lists, lookups, and more. No. Button Description 1 Right Arrow Move to the next field or character 2 Left Arrow Move to the previous field or character 3 Up Arrow Move to the field above in the same column 4 Down Arrow Move to the field below in the same column 5 Delete Clear selected text
airliquide, amei, bis, com, corp, debbie, english, finance, finance-, general, general finance, misra@eu, navision, reshania, smith
NaN
KB0016038
Navision - Receiving a Purchase Order - BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:07
36
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2020-02-12 12:20:44
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NaN
BAMEI-HUB-NAVISION-L2
Ptp - Receiving a Purchase Order – User Guide 1. Receiving a Purchase Order No Description Figure 1. On the Line, enter the quantity being received in the ‘Qty. to Receive” field 2. On the Home tab, click on “Post” 3. Click on Yes to confirm the action 4. The Quantity Received field will automatically be updated 1
airliquide, amei, bis, com, corp, debbie, english, misra@eu, navision, navision - receiving a purchase order - bis amei, order, purchase, receiving, reshania, smith
NaN
KB0016054
Navision - AP - Back Charges- BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:09
38
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
2
2020-02-12 13:56:43
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NaN
BAMEI-HUB-NAVISION-L2
GA - Back Charges – User Guide 1. Introduction · Function of this document This document describes the Back Charging process for the Air Liquide purchasing and finance departments, relating to the invoicing of costs incurred on behalf of another company. There are two main components to this process, the first being to create the purchase document with the Back Charge element raised on it, and the second is to create the debit note (invoice) which will raise the Back Charge element against the owing party. · Audience This document is intended for: · The user concerned · Financial manager 2. Back Charging · 2.1 Purchase Request The user will create the appropriate purchase request for a non-stock item as per the purchasing guide. Once the purchase request is populated, the user will click on the ‘Line’ icon at the top of the ‘Purchase Request Line’ pane and select ‘Back Charging’ from the drop-down menu. This will open a new window where the customer to be recharged and, either the allocation percentage or allocation amount, is to be entered by the user. Once these fields have been populated, click the ‘OK’ button at the bottom of the Back Charging Allocations window. Once the purchase request is fully populated and the back charge assigned, the user must send the request for approval and will follow the usual steps as per the purchasing guide. · 2.2 Purchase Order The user will create the appropriate purchase order for a non-stock item as per the purchasing guide. Once the purchase order is populated, the user will click on the ‘Line’ icon at the top of the ‘Purchase Request Line’ pane and select ‘Back Charging’ from the drop-down menu. As with the Purchase Request process detailed above, this will open a new window where the customer to be recharged and, either the allocation percentage or allocation amount, is to be entered by the user. Once these fields have been populated, click the ‘OK’ button at the bottom of the Back Charging Allocations window. Once the purchase request is fully populated and the back charge assigned, the user must send the request for approval and will follow the usual steps as per the purchasing guide. · 2.3 Purchase Invoice The user will create the appropriate purchase invoice for a non-stock item as per the purchasing guide. Once the purchase invoice is populated, the user will click on the ‘Functions’ icon at the top of the ‘Lines’ pane and select ‘Back Charging’ from the drop-down menu. As with the Purchase Request process detailed above, this will open a new window where the customer to be recharged and, either the allocation percentage or allocation amount, is to be entered by the user. Once these fields have been populated, click the ‘OK’ button at the bottom of the Back Charging Allocations window. Once the purchase invoice is fully populated and the back charge assigned, the user must send the invoice for approval and will follow the usual steps as per the purchasing guide. 3. Raising the Debit Note Element Once the above purchase invoice has been created, the corresponding debit note must be raised to the applicable debtor (the customer the back charge was raised against). The user must go to the Debit Notes screen and select ‘New’ from the ribbon. The user should then populate the debit note general tab with the required ‘Sales type’ and ‘Sell-to Customer No’ fields. Click on the ‘Functions’ tab in the ‘Lines’ pane and select ‘Get Back Charges Lines’. This will open a new window with purchase invoices created with a back charge element that can be allocated to this debit note. Select the applicable purchase invoice and click ‘OK’. The lines will then auto-populate from this purchase invoice. The user can then click ‘Release’ in the ribbon and ‘Post’ once satisfied that the debit note is complete and accurate. 4. Accessing the Back Charge Report The back charge report may be accessed through the web client. Log on to your NAV home page via the NAV web client (via the web link). Once on the NAV home screen, click on the Search icon, located at the top right hand side of the home page. When you click on the Search icon a new window will open which allows you to type in what you are looking for. Type in AL Back Charge, and then click on the AL Back Charge report that is displayed below your search field. This will then open the back charge report. You will then set the Posting Date for which you wish to see the report, and click OK. This will then export the generated report to your computer. 5. Non-Automated Back Charges There are instances when back charges are needed that are not generated via Procure-to-Pay documents as detailed above. In these instances a general journal is required to apportion the back charge element to the appropriate account\s. The user will prepare and post the general journal as detailed in the General Journals User Guide. No Description Figure 1. General Journals are used to record accounting transactions on general accounts, bank accounts, customers and suppliers. Access Via Departments - Financial Management - General Ledger - General Journals 2. Posting Date: Used to enter the posting validation date. This date represents the date taken into account at the accounting level. 3. Document Date: This field indicates the date of the document that is used as the base document for posting the journal line. 4. Document Type: This field is used to indicate the type of operation. Below are the 7 different options: 5. 1. Blank: Custom editing 6. 2. Payment: Payment from a customer or for a supplier 7. 3. Invoice: Invoice for a customer or from a supplier 8. 4. Credit Memo: Credit for a customer or from a Supplier 9. 5. Finance Charge Memo: Interest in relation of a sale or purchase 10. 6. Reminder: A reminder in connection with the purchase or sale 11. 7. Refund: Payment from a Customer or for a Supplier 12. Document No.: This field indicates the number of the accounting document. The document number can be managed, depending on the setting of the sheet, by a number file or manually. 13. External Document No.: You can enter a document number that refers to the customer or vendor numbering program. 14. Account Type: This field indicates the type of account on which the journal entry is validated. There are 5 different types of accounts: 15. 1. G/L Account: To use a Chart of Accounts account 16. 2. Customer: To use a Customer Sub Account 17. 3. Vendor: To use a Vendor Sub Account 18. 4. Bank Account: To use a Bank Sub Account 19. 5. Fixed Asset: To use a Fixed Asset Account 20. Account No.: This is the account number on which the information on the journal line is validated. The list that appears depends on the type of account selected in the field Account Type: General, Customer, Vendor, Bank, or Asset. 21. The current G/L Account used for Back Charges is account 4400.00.13. When reclassifying a portion of an expense to this Back Charge account, this 4400.00.13 account is to be debited and the corresponding expense account is to be credited. It is strongly recommended that the user obtain guidance and confirmation from the relevant finance manager of the G/L accounts to use prior to posting the journal. 22. Description: This field displays the header of the account. When entering, it automatically populates the name of the account number, it can be ma...
airliquide, amei, ap, ap - back charges, back, bis, charges, charges-, com, corp, debbie, english, misra@eu, navision, reshania, smith
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KB0020891
Incident Management - Governance & reporting
English
Reshania.MISRA@eu.corp.airliquide.com
10
Reshania MISRA
Uncategorized
Published
2025-07-28 19:59:27
9
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
0
2024-05-13 16:58:03
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NaN
GIO-PCI-ITSM-Global Process Manager
NaN
airliquide, com, corp, dashboard, english, global, global process manager, governance, gpm, incident, local, local process manager, lpm, management, manager, misra, misra@eu, policy, process, reporting, reports, reshania, ticket, training
NaN
KB0016062
Navision - Monthly Closing Procedure- BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:10
37
myITcorner
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2
2020-02-12 13:57:16
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BAMEI-HUB-NAVISION-L2
Monthly Closing Procedure – User Guide 1. Introduction 1.1. Purpose of Document As part of this guide on the monthly closing procedures, we seized the opportunity to outline the best practices to improve the effectiveness of the system through the quotation of some findings and recommendations. At the end of the closing period (usually a month) and in order to set up an appropriate closing on local needs as well as the needs of the group, the accounting team of the subsidiary carries out a set of tasks of which below is a summary by process: 1.2 Audience This Document is intended for: · The Users concerned · Project Manager · Management Team 2. Sales Process Ensure that all trips have been closed on the system: No Description Figure 1. Cylinder Distribution Access via Departments - Air Liquide Layer - Distribution - Cylinder Distribution - Trip 2. Local Bulk (Secondary) Access via - Departments - Air Liquide Layer - Distribution - Local Bulk (Secondary) - Trip 3. Post the distributor slips Access via Departments - Distributor - Back Office - Distribution Slips 4. Billing batch? (page 6 on old doc) 5. Lock the posting periods for users on the Sales Module Access via Departments - Administration - Application Setup - Users - User Setup 6. Ensure that all shipments for the month have been billed, to see this, pull the “Shipped Not Invoiced” Report Access via Departments - Financial Management - Receivables - Reports - Shipped Not Invoiced 7. Shipped Not Invoiced End Date: Specifies the end of the Period (Month) Show Results: The filters which you can apply 8. Pull the Turnover reports per company Access via Departments - Air Liquide Layer - Sales - Report 3. Purchase Process No Description Figure 1. Make sure all receipts for the month have been invoiced. Do this by pulling the Receipt Not Invoiced Report Access via Departments - Financial Management - Payables - Received Not Invoiced 2. Lock the posting periods for the users on the Purchase Module Access via Departments - Administration - Application Setup - Users - User Setup 4. Production and Packaging · Ensure that all production operations have been completed on the system · Pull completed statement on raw materials assurance · Make sure that all the packing orders have been posted on the system · Pull the statement of loss report: internal transfer 5. Accounting and Financial Statements It is advised that the exchange rate is updated on the system at every month end. This can be done by running the Adjust Exchange Rate Task 5.1 Adjust Exchange Rate No Description Figure 1. Access Task via Departments - Financial Management - Periodic Activities - Currency - Adjust Exchange Rate 2. You can start processing for each type of Posting Group (Customer, Vendor, Bank, G/L Accounts) and you can enter relevant Filters Click on OK to generate Task This task can also be scheduled to automatically run on dates specified 3. To view the generated entries, follow the path Departments - Financial Management - Periodic Activities - Currency - Exchange Rate Adjmt. Registers 5.2 Calculating Depreciation No Description Figure 1. Access via Departments - Financial Management - Fixed Assets - Calculate Depreciation 2. Enter the Fixed Asset posting date (FA Posting Date) the Current Posting Date and the Posting Description. You also have to tick the Insert Balance Account block 5.3 Provision Calculation No Description Figure 1. It is advised to calculate the provision from the Provision Calculation task Access via Departments - Air Liquide Layer - Financial Management - Etats - Provision Calculation 2 Enter the Journal Name and you can enter relevant information to filter on 5.4 Reporting No Description Figure 1. It is possible to generate reports according to the Analysis tables set on the system Access via Departments - Financial Management - Reports and Analysis - Account Schedules 2. Choose the table you would like to report on; A2, T1 or T3 and click on “Overview” 3. After clicking on overview, adjust the period in which you would like to do the analysis, as shown in the example 4. The line named Accounting Result is the total for the period as indicated, ignoring analytical posting 5. The line named “Gap” is the difference between the Net Profit and the Accounting Result 6. In order to carry out a detailed analysis of the gap on A2, another analysis table named A2 INVERSE has been set in which all incorrect analytical data will be detected. 6. Some observations and general recommendations 6.1 Accounts (AR & AP) Accounting: AR, AP · Cleaning of the customer and vendor repository and reclassification of the third-party entries created double in order to keep a single account by third: the use of the field 'ID number' in the third form can in this case be effective to ensure the uniqueness of the third-party account creates. · In order to allow a good follow-up of the accounts third parties, and in the case where the invoice precedes the payment, it is desirable to proceed to the customer and supplier ledger entries at that time. If this is not the case, it is recommended to do a manual ledger for each period and before the end of the month, it allows the user to print a list of the ledger entries and find more easily the anomalies. Similarly for the intermediate management accounts (transfer of funds, check cashing ....) which must be reconciled and paid in each period. Special case: ·...
Which services to use when reassigning / involving / updating a situation an Incident
English
Reshania.MISRA@eu.corp.airliquide.com
93
Reshania MISRA
Uncategorized
Published
2025-07-28 19:59:29
10
IT Knowledge
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6
2024-07-16 11:29:17
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GIO-PCI-ITSM-Global Process Manager
Process: Incident Management Topic: Services to use when reassigning / involving / updating a situation an incident When should I refer to this document? When we reassign (Escalate) an incident to the next specialized team for support. We involve another group (and service) when we depend on them/their service for assistance to resolve an incident We update the service when the ticket is with me/my time for resolution but the service does not belong to us. What happens if I don't close my ticket on the correct service? My SLA reports are incorrect My volume and other KPI's are impacted Other automated processes are impacted Non compliance reported for assignment groups and services When assigning from on BIS to the next, here are the respective services to use: BIS’s & Global Providers Provider Service Generic (ONLY USE IF YOU CAN NOT FIND THE CI & SERVICE) AIRGAS AG - AIRGAS Generic Business Service - IT Support Management AG - AIRGAS Generic Business Service - IT Support Management BIS AMEI MMS Report Generic per country BIS AMERICA MMS Report BAM - Technical Services BIS APAC MMS Report; Existing KB Use Service report BIS CF MMS Report Use Service report BIS EUROPE MMS Report Use Service report BIS E&C MMS Report BEC - Global IT Service BEC - Local Business Applications BIS GM&T MMS Report BGMT - Local IT Support BIS HOME HEALTHCARE MMS Report HCDIT - Local IT Support BIS SEPPIC BSE-OPS-ManageAPPs BSE-Service Desk ALIZENT MMS Report Use Service report GDO MMS Report Use Service report GIO MMS Report GIO - EUS - Local Support - EUR GIO - EUS - Local Support - APAC GIO - EUS - Local Support - AMEI GIO - EUS - Local Support - AME
Navision - Ptp - Creating Purchase Order from a Purchase Request - BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:07
37
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
3
2020-02-12 12:20:33
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NaN
BAMEI-HUB-NAVISION-L2
Ptp - Creating Purchase Order from a Purchase Request – User Guide 1. Creating Purchase Orders from Purchase Request Once a Purchase Request has been release, the request can be converted to Purchase Order No Description Figure 1. On the Action tab, click on the Create Purchase Order button 2. Click on Yes to confirm the request 3. The Status of the Purchase Request will automatically change to “Ordered” 4. To View the Purchase Order created from the Purchase Request, click on Order on the under the Request tab 5. The Purchase Order details will be displayed. To go to the purchase order, click on Show Document 2
airliquide, amei, bis, com, corp, creating, debbie, english, misra@eu, navision, navision - ptp - creating purchase order from a purchase request - bis amei, order, ptp, purchase, request, reshania, smith
Navision - Ptp - Group Purchase Requests into one single Purchase Request - BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
10
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:07
42
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
1
2020-02-12 12:20:34
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BAMEI-HUB-NAVISION-L2
Ptp - Group Purchase Requests into one single Purchase Request – User Guide 1. Group Purchase Requests into one single Purchase Request To group several Purchase requests into one single Purchase requests, the system needs to following conditions to be checked: · Purchase requests to group should have the same Vendor · Purchase requests should have the same Purchase Type · All purchase request to be grouped must have a Released status No Description Figure 1. To group multiple purchase requests into one single purchase request. Open one of the purchase requests to group with the others. 2. On the section Home - “Grouping Purchases Requests” 3. Click on the three dots to expand then click on “Choose more” 4. Then tick the purchase requests to group and click OK. 5. The system will create a new Released Purchase request with the same purchase type the same vendor and delete the purchase requests that have been grouped. 2
airliquide, amei, bis, com, corp, debbie, english, group, into, misra@eu, navision, navision - ptp - group purchase requests into one single purchase request - bis amei, one, ptp, purchase, request, requests, reshania, single, smith
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KB0016070
Navision - Financial Accounting : Depreciation- BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:12
35
myITcorner
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NaN
NaN
NaN
NaN
NaN
0
2020-02-12 13:58:05
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BAMEI-HUB-NAVISION-L2
FA – Depreciation – User Guide 1. Depreciation 1.1 Depreciation Calculation No Description Figure 1. You can calculate Depreciation in two ways: Manually, by using the FA Journal or FA G/L Journal 2. By Running the Calculate Depreciation Task Once a month, or at the frequency of your choice, you can run the task that automatically calculates the Depreciation. Fixed Assets Sold, blocked or that are inactive as well as those that were manually calculated will be ignored. 3. Access Calculate Depreciation via Departments - Financial Management - Fixed Assets - Calculate Depreciation 4. Select the depreciation book, the two posting dates and insert the Balance Account. Example: For the calculation of depreciation at 31/01/2018, the following information should be defined: Depreciation Book: Specifies the code for the depreciation book to be included in the report or batch job. FA Posting Date: 31/12/2018 Posting Date: 31/12/2018 Document No.: If this field is left empty, the system will assign the next available number on the resulting journal line, if there is no number series setup, you can assign a document number to the resulting journal line Posting Description: This is the description assigned to the journal lines Insert Bal. Account: When selecting this field, the system will automatically insert fixed asset entries with balancing accounts. The task process calculates the depreciation and creates the appropriate lines in the FA G/L Journal 5. When you click on “Ok” the FA G/L Journal Lines will be created, you can close the Calculate Depreciation screen and go back to FA G/L Journals 6. Once all the information has been captured and you would like to post the journal, you can click on “Post” or “Post and Print” 1.2 Cancelling the Depreciation Calculation If you started the 'Calculate Depreciation' task process, but you recorded an incorrect depreciation posting, you can cancel it, by following the steps below: No Description Figure 1. Go to Financial Management - Fixed Assets - Setup - Depreciation Books 2. Select the depreciation book on which you would like to reverse the entries that was posted and go to the Actions Tab 3. Under the Actions tab, click on “Cancel FA Ledger Entries” 4. Enter all the relevant details pertaining to the entries you would like to reverse 5. Once the task has run, you can go back to FA G/L Journals to post the journal 1.3 Asset Assignment When you sell or otherwise dispose of an asset, you must record the carrying amount and the gains/losses associated with it. The disposal must be the last posting for an asset. Therefore, if there are any disposal costs associated with this asset, you must record them in the FA G/L Journal. Posting of the entries is done via the FA G/L Journal, the FA Journal or a Sales Invoice. No Description Figure 1. The following screenprint is an example of what a disposal might look like (FA G/L Journal/FA Journal) 2. You can also use the Depr. Until FA Posting Date function, when you select this field, the system will automatically calculate the additional depreciation, upon posting the journal. 3. When the journal is posted in this way, the “Disposed Of” block will be automatically ticked on the Fixed Asset Card
Navision - Running Customer Statements with Job Queues - BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:09
37
myITcorner
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NaN
NaN
NaN
NaN
NaN
3
2020-02-12 13:56:45
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BAMEI-HUB-NAVISION-L2
AR - Running Customer Statements with Job Queues – User Guide 1. Introduction · Function of this document This document describes the process for issuing month end customer statements via the job queue. · Audience This document is intended for: · The user concerned · Accounts Receivable Manager 2. Running the Job Queue · 2.1 Email Sending Setup The user will go to the Email Sending Setup function by searching for it in the main search bar on your NAV main screen. In this window, the user must confirm that the dates for the Start Date and End Date are set for the relevant period for the statements. This must be checked after each batch is processed. It is suggested that once the periods have been confirmed, a test batch is run for the first few customers. This is done by selecting the drop down in ‘Field 1’, select No and in ‘Field 1 Filter’ the user must type in the relevant customer number (e.g. CP00001..CP00005). Once the above is populated, the user can perform the next step detailed below. · 2.2 Job Queue Entries The user will search for and select Job Queue Entries in the search bar on the main NAV window. Here the user will inspect the job queues to ensure the invoice sending job is not currently running, otherwise you cannot send statements (filter on the Object ID to Run, 50029). The user will then select the ‘SendMail (Customer Statement)’ job so that it is highlighted on the list, click ‘Edit’ and will confirm the start date and time in the General and Recurrence panes are set correctly, as well as the correct day in the recurrence pane is ticked. If these fields are not correctly populated, the user must click the ‘Set to Hold’ button in the ribbon, modify the date and time, then click the ‘Set to Ready’ button in the ribbon once correctly populated. The user must then confirm that the test batch was successfully sent via Email Sending Log Entries and inspect that the job queue ran successfully. Should the user encounter errors in the email sending log, they should then inspect the customer ledger entries and document layout to determine if the relevant email information is missing. The user should then monitor the sending progress of each applicable batch to ensure no issues occur.
Navision - Return Full Containers on a Blanket Purchase Order - BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:07
42
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
0
2020-02-12 12:20:46
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BAMEI-HUB-NAVISION-L2
Procure to pay - Return Full Containers on a Blanket Purchase Order - User Guide 1. Return Full Containers on a Blanket Purchase Order On the Header No Description Figure 1. From the Home screen, select the Blanket Purchase Orders link 2. Select the Blanket Purchase order number and click on Edit on the Home tab On the Header No Description Figure 1. On the line, enter the quantity to return in “Full Return Container” field 2. Full Return Reason Code: Select the reason code for the return 3. On the Home tab, click on Make Return Order 4. Click on Yes to confirm the action 5. A Message will be displayed confirming the Return Order number, click on OK 2
airliquide, amei, bis, blanket, com, containers, corp, debbie, english, full, misra@eu, navision, order, purchase, reshania, return, return full containers on a blanket purchase order, smith
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KB0016024
Navision - Introduction Guide (Web Client Version) - BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:05
49
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
1
2020-02-12 12:09:42
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BAMEI-HUB-NAVISION-L2
Dynamics NAV NAV Introduction User Guide (Web Client Version) Web client user interface: Role Center In this section, we will show the basic functionalities and buttons in Dynamics Nav web client and how to use them. Once we launch the client, the first window we see is the “Role Center” that is shown below: It provides a quick overview of tasks and transactions related to your job role. The Role Center can consist of the below, and is customizable to fit your preferences and daily tasks: - Activities - Lists (Items, Vendors, Customers etc…) No. Description Figure 1 Activities: Contains valuable information sorted and filtered in order to have a quick overview of the current operations situation. You can click on the activity cue needed and the system will open the list showing the corresponding results. For example, as shown in the figure, you can click on “Sales Quotes - Open” and the system will open the sales quotes list with a filter on the status “Open”. This can help you check information quickly and take action accordingly. 2 Lists: You can customize the item’s list to have a quick summary of particular items on his role center. To do so, you can click on the arrow next to “My Items” and then click on “Manage List”: You can then click on the highlighted button and then select the needed items from the drop down list and they will be saved to your Role Center. Ribbon The ribbon bar organizes the system’s features into a series of tabs and groups related functions: No. Description Figure 1 The ribbon can include new documents actions, reports, lists and others and eases the movement from one screen to another for new users. You can double click on the ribbon to make it visible or hide it. The ribbon can include new documents actions, reports, lists and others and eases the movement from one screen to another for new users. You can double click on the ribbon to make it visible or hide it. Navigation Bar The navigation pane appears on the left side of the user interface. You use the navigation pane to switch between different menus, such as Home and Department. No. Description Figure 1 You can group list pages under sections. For example, if you click on “Home”, the options under it will show and you can switch from list to list easily. Status Bar No. Description Figure 1 To access the status bar, click on the icon on the top right corner 2 When clicking on settings shows the information shown in the figure: You can change company as well as work date from this screen by clicking on the button next to each record. Search Bar The search bar is accessible from the top right corner of the system. You can find any page, report, or view available, considering your permissions No. Description Figure 1 When you start to type characters in the Search field, a dynamic drop-down list shows all page names that contain the characters that you type. The search box gives you quick access to different windows even if not available on the role center itself. Lists Working with Lists A list page displays content from a table in a list format. List pages can be displayed as list places (as part of the navigation layer) or simply by searching using the search bar. We are going to consider the customer’s list for the below example: No. Description Figure 1 A list has the following features: 1. Ribbon 2. Filter Pane 3. Sorting Pane 4. FactBox Pane 2 Ribbon: Shows all the available actions that can be made on this list. For example, if you click on “Sales Quote” under the “New” group, the system will create a sales quote for the selected customer. You can minimize and maximise the ribbon again by double clicking on it. 3 Filter pane: Gives you the option to filter by any of the available columns on the list. To do so, you must click on the button and choose your search criteria and the system will then show you only the records that meet your search. An option to filter on a specific column is also available, by clicking on the arrow next to the columns’ name as shown:. 4 Sorting pane: Available on each column on the list and can be accessed simply by clicking on the arrow next to the column. You can then choose between ascending and descending order as shown in the figure: In addition, you can select the Choose Columns feature to show or hide the columns as needed. To do this, select the choose columns button and the window will open: The customization applies only on your user account and does not affect other users, and will be saved for the next time you open the list. 5 Factbox pane: Found on the right side of the list, gives you additional information about the selected record. This helps you make have a quick glance at a customer’s balance and number of orders for example, without having to go into the customer in details. By clicking on the displayed number (Example: “1” next to Sales Orders, the system will then open the sales order list with the filter set on the customer name to show how the entry behind the number). To select multiple records within a list, follow the below steps: No. Description Figure 1 Click on the highlighted button next to the record and then click on “Select More”: 2 Select the needed records by ticking the box next to each line: Cards Working with Cards A card page is used to view or edit a record in any given table. We will consider the customer card in the below example: No. Description Figure 1 A card has the following features: 1. Ribbon 2. Expanded fast tab 3. Collapsed fast tab 4. Factbox pane 2 Ribbon: Same as with list pages, offers all available actions that can be made on a record, grouped into different tabs. You can switch from a record to another without closing the card by clicking on the “Previous” and “Next” buttons on the right of the ribbon. 3 Extended fast tab: Shows all information related to the section. It can be opened and closed simply by clicking on the title of the fast tab. 4 Collapsed fast tab: Enables you to view important summary info (called promoted fields) quickly without expanding the tab. 5 Fact box pane: Similar to the list page, the card contains a fact box pane on the right which give you an overview of the selected record. Basic Functionalities Keyboard Shortcuts The following table describes keyboard shortcuts for navigating and accessing different elements of a page, such as actions, drop-down lists, lookups, and more. No. Button Description 1 Tab Move focus to the next element on a page such as actions, buttons, fields or list headings. 2 Shift+Tab Move focus to the previous element on a page such as buttons, fields, or list headings. 3 Enter Enable or access the element that is in focus. 4 Alt+Down Arrow Open a drop-down list or lookup a value for a field. Data Entry Adding and editing information in fields depend on the fields’ type. The types of fields are listed below: No. Field Description 1 Date Fields
Navision - Financial Acc: Reconciliation of the Fixed Assets and the Accounting Modules - BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:09
37
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
0
2020-02-12 13:57:04
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BAMEI-HUB-NAVISION-L2
FA - Reconciliation of the Fixed Assets and the Accounting Modules – User Guide 1. Reconciliation of the Fixed Assets and the Accounting Modules No Description Figure 1. To access the report, go to: Financial Management - Fixed Assets - Reports and Analysis - Fixed Asset Book Value 2. Fill in the relevant details and enter filters, if desired 3. Click on “Print” or “Preview” 4. The end result will look similar to the screenshot
acc, accounting, airliquide, amei, assets, bis, com, corp, debbie, english, financial, fixed, misra@eu, modules, navision, reconciliation, reconciliation of the fixed assets and the accounting modules, reshania, smith
NaN
KB0016050
Navision - Maintenance- BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:09
37
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
1
2020-02-12 13:56:04
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NaN
BAMEI-HUB-NAVISION-L2
Container Maintenance – User Guide 1. Container Card: 1.1. How to create a container The screen below represents a container card. To create a container you must fill in the following information: No Description Figure 1. Under the menu, select the Container 2. On the Home \ New tab click the New button to create a new packing slip The Edit and Show buttons are used to open the packaging form respectively in edit and display mode. 3. Description: Type the description of the newly created Container card. 4. Base Unit: Specify the unit of measurement for the package form. 5. Container Origin: Al, Customer, supplier 6. Item Category Code: Select the relevant category of the container. In particular, it is possible to mention the information relating to packaging of the packaging in this case: · Empty Container weight (Kg) · Retest Period · Full Container weight (kg) · Eq. Cyl (Production) · Eq.Cyl (Distribution) 7. Under the Invoicing section select the following: · Inventory Posting Group · Gen. Prod. Posting Group · VAT Prod. Posting Group 1.2. Container card features 1.2.1. Validate the Container To validate the Container, there are two ways: ⇒ Either click on the "Release" button. ⇒ Or, you can directly change the status of the container from “Waiting” to "Validate" 1.2.2. Reopen the Container If you want to modify a container card, click on "Open" under the Home tab 1.2.3. Container Serials numbers If you want to access the list of serial numbers of a particular container (see serial number section), click on "Serials" under the Home tab: 2. Container Serial Numbers: The screen below represents the container serial number screen. Each container may have several serial numbers. 2.1 How to create container serial numbers It is possible to create a container serial number in two ways: · From the Container list. · From a new container serial number card. 2.1.1 From an asset sheet To create a container master record from an fixed asset master record: 1. Locate the Asset for which you want to create the container serial number(s). 2. Open the Fixed asset card. 3. Click on “Fixed Asset Container Serial No.” under the Actions tab 4. Click on "Import Container Series No." and select the file to import. Notes : · The file to import must have the following format: FA Number; Serial number · Once selected, the file will be automatically imported into the list of packaging serial numbers 5. Select the number of container serial numbers to be assigned and click on "2. Validate". 6. In the "Container" list, select the container for which you want to assign the imported container serial number, select also the "Location", then click on "Ok" Note: · Posting the container serial number import will assigning the serial numbers of container to the selected container. · The assigned container serial number can be view in the “Container Serial No. List” screen · The fixed asset number will automatically be assigned to the container serial number. 2.1.2 From a Container Serial No List To directly create a unit package, you must provide the following information: N° Description Figure 1. Under the menu ./Container/All Container Serial No Select the container serial numbers 2. On the Home \ New tab click on the New button to create a new packaging unit card The Edit and View buttons are used to open the container serial numbers form respectively in edit and view mode. 3. Serial number: Indicate the new serial number to create .. 4. Container code: Indicate the packaging code to assign. 5. Item No: This field is automatically retrieved from gas items. On the sheet of this gas article, the packaging code is the same as that indicated on the unit sheet. 6. Bar code: Enter the bar code that corresponds to the internal serial number of the unit card package. 7. FA Type: Indicate the type of the container: · Container · Main Container · Accessory 8. Packing origin: Indicate the origin of the packaging unit card: · AL · Vendor · Customer Technical characteristics: You can indicate some technical information relating to the unit card packaging in this case: · Pressure's test · Pressure Service · Water capacity · Manufacturer Empty weight · Empty weight 2.2 Features of the Container Serial Number: 2.2.1 Release the Container Serial Number You must release the container serial number before using it (Add / assign components for example). To do this, click on "Release" after entering all the necessary information. 2.2.2 Add components to the container serial numbers It is possible to add components to the container serial number card (For example, associate a serial number of a rack with bottle serial number). To do so you must click on "Add Components". This field is active only if the unit record is started. The Relationships between Container serial number screen is displayed as follows: At this level you must provide all the following information: · Component Type: Container/ Main Container / Accessories Note: You must follow certain rules, for example it is not allowed to associate a rack with another rack, or to associate an already bound package. · Component number: The component number to associate (filtered according to the selected component type) · Component serial number: Associate a package master record belonging to the selected component Example of associations container serial number / Container Serial numbers: 2.2.3 Scrap a serial number To scrap a container serial number, clicking on "Scrap Container". Select the "Reason Code" before scrapping the container serial number. Note: A scrapped container serial number can not be associated with components. A container serial number can not be scrapped if it is associated with components. 2.2.4 Service Item record for Container Serial numbers The creation of a container serial number automatically generates a service item record used in maintenance. You can directly access the associated service Item by clicking on "Service Item" also known as "Packing Maintenance Sheet" The following screen represents the service item associated with the package master record:
Navision - Rental Process User Guide - General Finance- BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:11
37
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
2
2020-02-12 13:57:18
#########
NaN
BAMEI-HUB-NAVISION-L2
(General Finance) – User Guide 1. Introduction 1.1. Purpose of Document This document describes the process of functional flows for the accounting & finance department for the subsidiaries of the Company Air Liquide. 1.2 Audience This Document is intended for: · The Users concerned · Project Manager · Management Team 2. General 2.1 Rental Process No Description Figure 1. G/L Local No.: It is the correspondence of the general account of the company with the general account of the group. 2. Name: Account Designation 3. Income/Balance: You can specify whether a general account is an income account or a balance sheet account. 4. Direct Posting: This is an account in which it is possible to enter accounting entries 5. Account Type: In this field, you identify the use of this account. This field has 5 different options to choose from: 6. 1. Posting: This is an account in which it is possible to enter accounting entries 7. 2. Heading: The title of the group of accounts 8. 3. Total: To use when you want to total several accounts. If you use the Total type, the field Totaling must be populated 9. 4. Begin-Total: The start marker of a series of accounts to total 10. 5. End-Total: The end marker of a series of accounts to total. The total is defined in the Totaling field. 11. Balance: This field displays the account's account balance for the period specified in the field Date Filter. The program automatically calculates and updates the value of the field at each accounting validation. 12. The Local Chart of Accounts is the accounts of the subsidiary according to the recommendation of the local taxation of the country. The validation on the system of the account group is only authorized if it is linked to a local accountant. this connection makes the group account active. NB: the condition of the uniqueness of the mapping between the group account and the local account must be respected, the system does not allow the linking of a local account with two group accounts. Access it via Departments - Financial Management - General Ledger - Local Chart of Accounts 13. Simple Filter (Filter with a single desired value): It is necessary to first choose the criteria for the filter, then enter the sought value. 14. Advanced Filter (Filter with multiple values sought): It is possible to have a filter with several desired values: click advanced filters, then define the criteria research. 15. Limit Totals To: This is a filter that limits the accounting entries to a specific value. 2.2 Lettering General Accounts To Show an Account as a General Account, follow the below steps: No Description Figure 1. Select an Account from the Chart of Accounts and open in “Edit” mode 2. Click on “Apply Entries” 3. Select the lines to be applied 4. Click on “Set Applies-To ID” and then “Post Application” 5. The system automatically creates lettering letters in order to easily define the applied lines. If the balance of the applied lines equal to zero, the letters are capitalized, otherwise they are lowercase. 6. There is also an “Unapply Entries” option on the G/L Level. You will select the entries to unapply and click on Unapply entries and the application will be reversed. 7. You can Export the Chart of Accounts to Excel, using the following function: 2.3 Creating a New Account No Description Figure 1. In the List view of the Chart of Accounts, click on “New” 2. Parent Code: Choose from the drop-down list. A parent code is consistent with the account created. The list of parent codes exists in the 'CBS Finance NAV 2016' file 3. Direct Posting: This checkbox allows the authorization of a direct posting (ie. manually passing a post to this account). 4. Blocked: Here you can choose to block the account so that no posting can be validated. 5. Income/Balance: You must choose the type of account (balance sheet/Income Statement) when creating the general account. NB: the mapping between the two accounts of the two local and group account plans must be done with the same type of account, otherwise the system displays an error message. Important note: Accounts that are set up in the customer, supplier or bank posting groups should not be checked as direct posting because otherwise it would cause a difference between the trade and book balance. 2.4 General Journals No Description Figure 1.
Navision - Return Empty Containers on a Blanket Purchase Order - BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:07
38
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2020-02-12 12:20:45
#########
NaN
BAMEI-HUB-NAVISION-L2
Ptp - Return Empty Containers on a Blanket Purchase Order – User Guide 1. Return Empty Containers on a Blanket Purchase Order 1. From the Home screen, select the Blanket Purchase Order link 2. On the list screen, select the Blanket Purchase Order number and click on Edit on the Home tab 3. On the line, enter the number of empty containers being returned in the “Empty Returned Container” field 4. Empty Return Reason code: Select the reason code from the list 5. On the Home Tab, click on Return Empty Container 6. Click on Yes to confirm the action 7. A Message will display confirming the Return order number 8. To view the return order, click on Purchase Return Orders on the Home screen 9. Select the Purchase Return Order created 10. A Return Order has been created for the deposit amount only
airliquide, amei, bis, blanket, com, containers, corp, debbie, empty, english, misra@eu, navision, order, purchase, reshania, return, return empty containers on a blanket purchase order, smith
NaN
KB0016068
Navision- Financial Accounting : Card- BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:12
37
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
1
2020-02-12 13:58:01
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NaN
BAMEI-HUB-NAVISION-L2
FA – Card – User Guide 1. Fixed Assets 1.1 Fixed Asset Card No Description Figure 1. For each asset, you must create a master record that contains the asset’s information Access via Departments - Financial Management - Fixed Assets 2. The Asset card consists of several FastTabs. The first one is the General FastTab, there you enter the basic information of the asset. 3. No.: This field is reserved for the asset code and can be linked to the Serial Number 4. Description: This is where you would enter the name of the asset 5. Serial No.: If the asset has a serial number, then you can enter that here 6. Main Asset/Component: Specifies whether the Asset is a Main Asset or a component of a main Asset 7. Component of Main Asset: If the asset is a component of a main asset, this is where you would link it to the main asset 8. Search Description: You can enter search description in this field 9. Responsible Employee: This is where you would enter the name or employee code of the person responsible for this asset 10. Inactive: Specifies that the fixed asset is inactive (for example, if the asset is not in service or is obsolete) 11. Blocked: Specifies that the related record is blocked from being posted in transactions, for example a customer that is declared insolvent or an item that is placed in quarantine 12. Last Date Modified: Specifies the last date that the Asset card has been edited 13. No. of Containers: Specifies the total number of containers 14. No. of Open Containers: Specifies the total number of containers with an “Open” status 15. No. of Active Containers: Specifies the total number of containers with an “Active” status 16. No. of Inactive Containers: Specifies the total number of containers with an “Inactive” status 17. No. of To Scrap Containers: Specifies the number of containers that has to be scrapped 18. The next FastTab you get is the Lines FastTab where you can enter the value and methods 19. Depreciation Book Code: Here you can specify if it is Company or Tax 20. FA Posting Group: Specifies the posting group to which this asset belongs 21. Depreciation Method: Specifies which method of depreciation is used for this asset 22. Depreciation Starting Date: Specifies the date at which this asset is depreciating 23. Depreciation Ending Date: Specifies the end date at which the asset will no longer depreciate 24. No. of Depreciation Years: Specifies the number of years that the asset will be depreciating, when entering a value in this field, the end date will automatically be calculated 25. Declining-Balance %: Enter the rate in percentage that the asset is depreciating 26. Another FastTab is the Posting FastTab, where you will be entering the posting groups to which this asset belongs 27. FA Class Code: This allows you to categorize your assets: Financial Asset, Tangible, Intangible and WIP 28. FA Subclass Code: This allows you to group the assets even further: Building, Equipment, Furniture, etc. 29. FA Location Code: Here you can specify where the asset is located 30. Budgeted Asset: Enable this field to use the item as a budgeted item, this can only be done on the first time that the item is created 31. Depreciation Cost Center: It is mandatory to enter the Cost Center in this field 32. Copy Fixed Asset: There is a function in CBS where you can copy a current fixed asset to create a duplicate that you can edit
airliquide, com, corp, definition, english, global, global process manager, gpm, incident, key, key roles, lifecycle, local, local process manager, lpm, management, manager, misra, misra@eu, overview, policy, process, reshania, roles, ticket, ticket lifecycle
NaN
KB0016063
Navision - AP - Back Charges- BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
0
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:11
38
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2020-02-12 13:57:17
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NaN
BAMEI-HUB-NAVISION-L2
GA - Back Charges –User Guide 1. Introduction · Function of this document This document describes the Back Charging process for the Air Liquide purchasing and finance departments, relating to the invoicing of costs incurred on behalf of another company. There are two main components to this process, the first being to create the purchase document with the Back Charge element raised on it, and the second is to create the debit note (invoice) which will raise the Back Charge element against the owing party. · Audience This document is intended for: · The user concerned · Financial manager 2. Back Charging · 2.1 Purchase Request The user will create the appropriate purchase request for a non-stock item as per the purchasing guide. Once the purchase request is populated, the user will click on the ‘Line’ icon at the top of the ‘Purchase Request Line’ pane and select ‘Back Charging’ from the drop-down menu. This will open a new window where the customer to be recharged and, either the allocation percentage or allocation amount, is to be entered by the user. Once these fields have been populated, click the ‘OK’ button at the bottom of the Back Charging Allocations window. Once the purchase request is fully populated and the back charge assigned, the user must send the request for approval and will follow the usual steps as per the purchasing guide. · 2.2 Purchase Order The user will create the appropriate purchase order for a non-stock item as per the purchasing guide. Once the purchase order is populated, the user will click on the ‘Line’ icon at the top of the ‘Purchase Request Line’ pane and select ‘Back Charging’ from the drop-down menu. As with the Purchase Request process detailed above, this will open a new window where the customer to be recharged and, either the allocation percentage or allocation amount, is to be entered by the user. Once these fields have been populated, click the ‘OK’ button at the bottom of the Back Charging Allocations window. Once the purchase request is fully populated and the back charge assigned, the user must send the request for approval and will follow the usual steps as per the purchasing guide. · 2.3 Purchase Invoice The user will create the appropriate purchase invoice for a non-stock item as per the purchasing guide. Once the purchase invoice is populated, the user will click on the ‘Functions’ icon at the top of the ‘Lines’ pane and select ‘Back Charging’ from the drop-down menu. As with the Purchase Request process detailed above, this will open a new window where the customer to be recharged and, either the allocation percentage or allocation amount, is to be entered by the user. Once these fields have been populated, click the ‘OK’ button at the bottom of the Back Charging Allocations window. Once the purchase invoice is fully populated and the back charge assigned, the user must send the invoice for approval and will follow the usual steps as per the purchasing guide. 3. Raising the Debit Note Element Once the above purchase invoice has been created, the corresponding debit note must be raised to the applicable debtor (the customer the back charge was raised against). The user must go to the Debit Notes screen and select ‘New’ from the ribbon. The user should then populate the debit note general tab with the required ‘Sales type’ and ‘Sell-to Customer No’ fields. Click on the ‘Functions’ tab in the ‘Lines’ pane and select ‘Get Back Charges Lines’. This will open a new window with purchase invoices created with a back charge element that can be allocated to this debit note. Select the applicable purchase invoice and click ‘OK’. The lines will then auto-populate from this purchase invoice. The user can then click ‘Release’ in the ribbon and ‘Post’ once satisfied that the debit note is complete and accurate.
GF - General Journals – User Guide 1. General Journal No Description Figure 1. General Journals are used to record accounting transactions on general accounts, bank accounts, customers and suppliers. Access Via Departments - Financial Management - General Ledger - General Journals 2. Posting Date: Used to enter the posting validation date. This date represents the date taken into account at the accounting level. 3. Document Date: This field indicates the date of the document that is used as the base document for posting the journal line. 4. Document Type: This field is used to indicate the type of operation. Below are the 7 different options: 5. 1. Blank: Custom editing 6. 2. Payment: Payment from a customer or for a supplier 7. 3. Invoice: Invoice for a customer or from a supplier 8. 4. Credit Memo: Credit for a customer or from a Supplier 9. 5. Finance Charge Memo: Interest in relation of a sale or purchase 10. 6. Reminder: A reminder in connection with the purchase or sale 11. 7. Refund: Payment from a Customer or for a Supplier 12. Document No.: This field indicates the number of the accounting document. The document number can be managed, depending on the setting of the sheet, by a number file or manually. 13. External Document No.: You can enter a document number that refers to the customer or vendor numbering program. 14. Account Type: This field indicates the type of account on which the journal entry is validated. There are 5 different types of accounts: 15. 1. G/L Account: To use a Chart of Accounts account 16. 2. Customer: To use a Customer Sub Account 17. 3. Vendor: To use a Vendor Sub Account 18. 4. Bank Account: To use a Bank Sub Account 19. 5. Fixed Asset: To use a Fixed Asset Account 20. Account No.: This is the account number on which the information on the journal line is validated. The list that appears depends on the type of account selected in the field Account Type: General, Customer, Vendor, Bank, or Asset. 21. Description: This field displays the header of the account. When entering, it automatically populates the name of the account number, it can be manually edited to change the information populated by the system. 22. Currency Code: This field is used to enter the code and the rate of the currency, if it is an accounting entry with a currency different from the company currency. 23. Debit Amount: This is the debtor amount entered in the currency represented by the currency code of the line. 24. Credit Amount: This is the credit amount entered in the currency represented by the currency code of the line. 25. Balance: This field displays the balance of the document in the sheet on the line where the mouse pointer is. 26. Total Balance: This field displays the final balance of the journal 27. The journal allows for the calculation and the automatic posting of the VAT, in the case where the user uses the following fields: 28. VAT Bus. Posting Group: The program uses this type to validate the VAT, as well as the field VAT prod. Posting Group, to find the account on which the VAT is validated. 29. VAT Prod. Posting Group 30. Ribbon Reconcile: You can view the reconciliation window before posting the journal lines to know the balances of accounts after simulation validation of lines. 31. Test Report: this function makes it possible to edit an input info before posting. 32. Send Approval Request: Before being able to post the journal, it first has to be sent for approval. When clicking on the Send approval Request button, it activates a workflow and a notification gets sent to the user that has to approve the journal 33. Cancel Approval Request: If you realize there is a mistake or you need to add more information on the journal, before posting it, you can click on Cancel Approval Request, in order for you to edit the journal further. Once complete, you can send it for approval again 34. Post: Once the journal has been approved, then the user can post the journall ...
airliquide, amei, bis, com, corp, debbie, english, general, general journals, gf, journals, journals-, misra@eu, navision, reshania, smith
NaN
KB0014667
Create a new Navision account
English
Reshania.MISRA@eu.corp.airliquide.com
7
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:05
43
myITcorner
NaN
#########
NaN
BAMEI - Navision - Account and Finance
NaN
NaN
NaN
1
2019-06-19 14:02:41
#########
NaN
BAMEI-HUB-NAVISION-L2
1. Create a new Navision account : Before submitting for a Navision account, the user must have a CARM account (CARM + Windows + KITE), if not contact your HR. Then, submit a request in MyITCorner, and just follow these steps: Num Action Screenshot 1.1 Go to My IT Corner via Web browser Click on “Order Something” 1.2 GO to Categories > Applications > Business Application Click on “NAVISION - Account creation” 1.5 Fill in the form displayed in the screen print Note: By default, the information displayed is that of the connected user. But, we can submit a request on behalf of another person. Simply insert the beneficiary name in the "Request for" field. 1.6 Choose the modules and add in the comments the appropriate profile. Once the form is complete, click on “Order Now” to submit your request. Once the query has been created & validated by the Manager & the internal controller, the Navision CC will receive a notification for execution. After execution and ticket resolution, the user will receive a notification on the closing of his request. Note : As part of a new recruitment, the HR department is required to: Create CARM account (Identity management tool in Air Liquide) ⇒ CARM account creation leads to the creation of three default accounts: CARM + Windows + KITE. Create a Navision account : once the CARM account is created, the HR department (or the Direct Manager) is required to launch a request by following the process of creating a new Navision account.
Fixed Assets – User Guide 1. Introduction 1.1. Purpose of Document This document describes the functional flows process of the Fixed Assets module for the finance department of Affiliates of AirLiquide. 1.2 Audience This Document is intended for: · The Users concerned · Project Manager · Management Team 2. Fixed Asset Budget The fixed asset budget is an essential part of the financial budget, each element has a specific role. This part will be managed in NAV through the Fixed asset budget. To create a new budget follow the below steps: No Description Figure 1. Access via Departments - Financial Management - Fixed Assets - Fixed Assets Budget 2. Click “New”, add a “Budget No.”, and a “Description” 3. Click on “Detail” 4. Another screen is displayed where you can create the lines. In these lines, you can enable Control on Budget, Assign a Capex No., Add a description and enter the Affiliate Approved Amount in local currency (LCY) 5. In the second part of the screen, you will be able to see the actual movements involved 6. Note: When creating a Fixed Asset, the Investment Budget Code is a mandatory field, it will be populated automatically through the master record in the CAPEX purchase process. 3. Fixed Assets 3.1 Fixed Asset Card No Description Figure 1. For each asset, you must create a master record that contains the asset’s information Access via Departments - Financial Management - Fixed Assets 2. The Asset card consists of several FastTabs. The first one is the General FastTab, there you enter the basic information of the asset. 3. No.: This field is reserved for the asset code and can be linked to the Serial Number 4. Description: This is where you would enter the name of the asset 5. Serial No.: If the asset has a serial number, then you can enter that here 6. Main Asset/Component: Here you can specify if the asset is a component of a main asset or the main asset itself 7. Component of Main Asset: If the asset is a component of a main asset, this is where you would link it to the main asset 8. Search Description: You can enter search description in this field 9. Responsible Employee: This is where you would enter the name or employee code of the person responsible for this asset 10. Inactive: Specifies that the fixed asset is inactive (for example, if the asset is not in service or is obsolete) 11. Blocked: Specifies that the related record is blocked from being posted in transactions, for example a customer that is declared insolvent or an item that is placed in quarantine 12. Last Date Modified: Specifies the last date that the Asset card has been edited 13. No. of Containers: Specifies the total number of containers 14. No. of Open Containers: Specifies the total number of containers with an “Open” status 15. No. of Active Containers: Specifies the total number of containers with an “Active” status 16. No. of Inactive Containers: Specifies the total number of containers with an “Inactive” status 17. No. of To Scrap Containers: Specifies the number of containers that has to be scrapped 18. The next FastTab you get is the Lines FastTab where you can enter the value and methods 19. Depreciation Book Code: Here you can specify if it is Company or Tax 20. FA Posting Group: Specifies the posting group to which this asset belongs 21. Depreciation Method: Specifies which method of depreciation is used for this asset 22. Depreciation Starting Date: Specifies the date at which this asset is depreciating 23. Depreciation Ending Date: Specifies the end date at which the asset will no longer depreciate 24. No. of Depreciation Years: Specifies the number of years that the asset will be depreciating, when entering a value in this field, the end date will automatically be calculated 25. Declining-Balance %: Enter the rate in percentage that the asset is depreciating 26. Another FastTab is the Posting FastTab, where you will be entering the posting groups to which this asset belongs 27. FA Class Code: This allows you to categorize your assets: Financial Asset, Tangible, Intangible and WIP
Active Cycle - Sales User Guide (Contracts) Contracts · Contracts Creation · Special Price Contract No. Description Figure 1 Go to Home → then click on Customer Contract (Price) 2 All contracts can be found under Customer Contract and Fixed Fees Contract 3 To create a special price contract, click on New 4 Choose a Responsibility Center and click Ok. (if you have access to only one responsibility center, the system will not ask and will create the contract under your default one. 5 The system will auto assign a contract no. for you. → choose your contract type. 6 Fill all the required fields on the header Sales Type: fill the type of sales to which this contract belongs to. Customer No.: choose the customer that you are creating a contract for. Starting Date: choose the starting date of the contract (agreement) Ending Date: choose the ending date of the contract (agreement) Price Revision Formula: fill the indices formula in case this contract is based on a formula revision prices. Notice Period: it’s a date formula to specify the period where the system should notify about the contract expiry date. (ex: -1M for 1 month before the ending date) Warning Period: it’s a date formula to specify the warning period of this contract. Date will be calculated based on the notice date. (ex: -1M for 1 month before the notice date) Currency Code: Define the currency of the contract, keep it blank in case of the use of local currency. 7 The lines should contain all the pricing details for the items 8 Fill the required fields on the lines Type: Choose between Item, Item Charge and Product Price Group. Code: Choose the code based on the chosen type, for example Item No. Starting Date: The system will automatically fill based on the header starting date. You can change keeping in mind that it should fall within the starting date and ending date of the header. Ending Date: The system will automatically fill based on the header ending date. You can change keeping in mind that it should fall within the starting date and ending date of the header. Unit of Measure: The system will automatically fill the Item Unit of Measure, you can change it by choosing any available unit of measure for the item. Unit Price: define the unit price for the chosen item as per the unit of measure. Price Revision Formula: The system will use the header formula in cased filled and you can change it each line is having a different formula. 9 The Additional Fees Lines should contain all the pricing details for the items 10 Fill the required fields on the Additional Fees Lines, used as extra fees. Sales Price Zone Code: Specifies the zone of the price you are using. Additional Fees Type Code: Specifies the additional fee code that you are assigning. Unit of Measure: Specifies the unit of measure to which we are adding the price for. Unit Price: fill the price for the additional fee per unit of measure. Starting Date: The system will automatically fill based on the header starting date. You can change keeping in mind that it should fall within the starting date and ending date of the header. Ending Date: The system will automatically fill based on the header ending date. You can change keeping in mind that it should fall within the starting date and ending date of the header. 11 After creation → the status should be equal to Open 12 You have to send the contract for approval (in case the approval workflow is enabled for contracts) in order to release the contract 13 You can directly release the contract in case the approval workflow is not enabled 14 After approving or releasing the contract, the status will be Released meaning that the contract is Active · Special Discount Contract No. Description Figure 1 Go to Home → then click on Customer Contract (Price) 2 All contracts can be found under Customer Contract and Fixed Fees Contract 3 To create a special discount contract, click on New 4 Choose a Responsibility Center and click Ok. (if you have access to only one responsibility center, the system will not ask and will create the contract under your default one. 5 The system will auto assign a contract no. for you. → choose your contract type. 6 Fill all the required fields on the header Sales Type: fill the type of sales to which this contract belongs to. Customer No.: choose the customer that you are creating a contract for. Starting Date: choose the starting date of the contract (agreement) Ending Date: choose the ending date of the contract (agreement) Notice Period: it’s a date formula to specify the period where the system should notify about the contract expiry date. (ex: -1M for 1 month before the ending date) Warning Period: it’s a date formula to specify the warning period of this contract. Date will be calculated based on the notice date. (ex: -1M for 1 month before the notice date) Discount Type: choose whether this contract is based on discount percentage or discount amount values. Currency Code: Define the currency of the contract, keep it blank in case of the use of local currency. 7 The lines should contain all the discount details for the items 8 Fill the required fields on the lines Type: Choose between Item, Item Charge and Item Discount Group. Code: Choose the code based on the chosen type, for example Item No. Starting Date: The system will automatically fill based on the header starting date. You can change keeping in mind that it should fall within the starting date and ending date of the header. Ending Date: The system will automatically fill based on the header ending date. You can change keeping in mind that it should fall within the starting date and ending date of the header. Unit of Measure: The system will automatically fill the Item Unit of Measure, you can change it by choosing any available unit of measure for the item. Discount Value: fill the discount value for the chosen type. Value will be based on the discount type of the header (percentage or amount). 9 After creation → the status should be equal to Open 10 You have to send the contract for approval (in case the approval workflow is enabled for contracts) in order to release the contract 11 You can directly release the contract in case the approval workflow is not enabled 12 After approving or releasing the contract, the status will be Released meaning that the contract is Active · Take or Pay Contract No. Description Figure 1 Go to Home → then click on Customer Contract (Price) 2 All contracts can be found under Customer Contract and Fixed Fees Contract 3 To create a take or pay contract, click on New 4 Choose a Responsibility Center and click Ok. (if you have access to only one responsibility center, the system will not ask and will create the contract under your default one. 5 The system will auto assign a contract no. for you. → choose your contract type. 6 Fill all the required fields on the header Sales Type: fill the type of sales to which this contract belongs to. Customer No.: choose the customer that you are creating a contract for. Starting Date: choose the starting date of the contract (agreement) Ending Date: choose the ending date of the contract (agreement) Price Revision Formula: fill the indices formula in case this contract is based on a formula revision prices. Notice Period: it’s a date formula to specify the period where the system should notify about the contract expiry date. (ex: -1M for 1 month before the ending date) Warning Period: it’s a date formula to specify the warning period of this contract. Date will be calculated based on the notice date. (ex: -1M for 1 month before the notice date) Currency Code: Define the currency of the contract, keep it blank in case of the use of local currency. 7 The lines should contain all the pricing details for the items 8 Fill t...
Active Cycle - Sales User Guide Guide Customer quote No. Description Figure 1 To create a sales quote, you have to access the following menu(Menu : Home - Sales Quote):(SU01) 2 Click on “New” (Menu : Home - New) 3 Select a responsibility center and click on “Ok” 4 Fill the necessary informations on the header: 5 Fill the necessary informations on the lines: 6 In order to release the quote, slick on “Send for Approval” (Menu : Home - Send Approval Request) 7 The status is now released: 8 Quote requiring an approval cycle: The approval hierarchy is defined by the salesperson code and the sales type: 9 If the amount is higher than the amount defined for level zero, the system send the the approval to the approver of the next level and change the status of the quote to “Pending Approval” 10 The discount percentage for this user is 1%: Quote Versions: Each time we reopen the quote, the system will create a new archived version. 1 To reopen the quote, click on “Reopen”: (Menu Action - Reopen) 2 To check the created version, you have to access the following menu (Menu: Home - History) Each quote created as order will be archived and uneditable Creating an order from sales quote: SU01 No. Description Figure 1 In order to create a sales order from sales quote, click on “Make Order” 2 Click on “Yes” 3 The system detected an over credit limit: 4 The order has been created having the status “Open”, the following message appears: 5 In case the validity date is expired, the system will block the sales order creation: 6 To archive the quote click on “Archive & Delete”: (Menu Action - Archive & Delete) Blanket Sales Order 1 To create an open order, you have to access the following menu: Home - Sales Order Open (SU01) 2 Select a responsibility center and click on “Ok” Contractual customer: 1 To check the customer contracts, you have to access the following menu (Menu: Home - Customer Contracts) 2 Open sales order for a customer having a contract: 3 Mandatory external document no.message: 4 Mandatory attachment message: 5 External document no. not mandatory: Customer order No. Description Figure 1 To create a sales order, you have to access the following menu (Menu: Home - Sales Orders) , click on “New” and choose the responsibility center: 2 Mandatory External document no.: Customer no.: C001171 3 External document no. not mandatory: Customer no.: C003609 4 Mandatory Attachment: Customer No.: C000753 Cash customer order: SU02 No. Description Figure 1 To validate the order,the invoice amount must be paid, to pay the amount the order must be released, click on Menu - Home - Payment 2 Choose the payment class : 3 Choose the payment type and the system will create the payment slip with all the main information: 4 To validate the payment, click on “Menu : Home-Post” and choose the validation step : 5 The system will update the payment Amount in the Sales Order: Sales order validation for a credit customer: After validating the receipt, the warehouse keeper could validate the order and should coordinate with the warehouse keeper logistics, SU09 1 Menu : Ex-work delivery, click on View Cash customer invoicing: SU06 Customer: C001171 Salesperson: 10 1 Click on “Post” 2 Click on “Yes” Mark an order as urgent: SU01 1
GF – Reports – User Guide 1. Reports and Analysis 1.1 Received not Invoiced Report No Description Figure 1. In the following path, you can find the Received Not Invoiced report Departments - Financial Management - Payables - Reports - Received Not Invoiced 2. Enter the “End Date”, you can filter on any relevant information or leave it blank to pull everything that is loaded on the system, on one report. 3. Once the information has been captured, click on “Print” or “Preview” 1.2 Shipped not Invoiced Report No Description Figure 1. In the following path, you can find the Received Not Invoiced batch Departments - Financial Management - Payables - Reports - Shipped Not Invoiced 2. Enter the “End Date”, you can filter on any relevant information or leave it blank to pull everything on one report. 3. Once the information has been captured, click on “Print” or “Preview” 1.3 Revaluation Journal Dynamics NAV provides a process to post the currency revaluation journal at the end of each accounting year. This process is used to adjust the customer, vendor and bank entries. NB: Assets and Liabilities should be revalued at the closing rate of the period (monthly or annual depending on the frequency of the currency revaluation treatment). Income and expenses are translated at the exchange rate prevailing at the date of the transactions. No Description Figure 1. In the following path, you find the currency revaluation batch Department - Financial Management - Periodic Activity - Currency - Adjust Exchange Rates 2. You can start processing for each type of posting (customer, vendor, bank) 3. Once the journal is generated, you can view the entries by following the path: Department - Financial Management - General Ledger - History - G/L Registers 1.4 Statement by Sell-to No Description Figure 1. You can draw up a statement for Bill-to Clients. Access the statement via Departments - Financial Management - Reports and Analysis - ALSA Statement per Sell-to 2. The edit screen comes up with fields to filter on 3. Period date Fields: Here you can enter the Start Date for the period for which you would like to print the statements for and the End Date for that period 4. Show Overdue Entries: When ticking this box, it will also display the overdue entries 5. Include tick boxes: Here you have different options of what you would like to include or exclude from the statement by ticking and unticking the boxes 6. Report Output: Here you can choose how the report is printed. 7. Customer FastTab: This is where you would filter on the customers that you would like to print the statements for 8. Once all the information is entered, you can print or preview the report by clicking on Print or Preview. 9. This is what the report will look like
airliquide, amei, bis, com, corp, debbie, english, financial, general, general financial; reports, gf, misra@eu, navision, reports, reports-, reshania, smith
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KB0016065
Navision - Production- BIS AMEI
English
Reshania.MISRA@eu.corp.airliquide.com
1
Debbie SMITH
Uncategorized
Published
2025-07-29 20:51:11
37
myITcorner
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2020-02-12 13:57:47
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BAMEI-HUB-NAVISION-L2
Production – User Guide 1. Introduction 1.1. Purpose of Document This document describes the functional workflows of Production. 1.2 Audience This Document is intended for: · The Users concerned · Project Manager · Management Team 2. Bulk Production Profile Introduction 2.1 The Role Center Dashboard The Screen below shows the Role Center No Description Figure 1. This is the first screen you will see when you open Microsoft Dynamics NAV, the Role Center is like your personal home page in Microsoft Dynamics NAV. Microsoft Dynamics NAV provides a number of different role centers for users with different Profiles. 2. Cues: Blue Color boxes are known as Cues. A Cue is a tile on a page in the Dynamics NAV client that provides a visual representation of aggregated business data related to user Profile, such as the number of Pending Shipping lines, Truck Return etc. Cues are designed to give users with a quick status of their daily activities. 3. On top you will find Production related Report 2.2 Task-Oriented Navigation The task-oriented navigation Pane structure reduces the complexity of information you have to shift through and allows you to focus on the key work areas for your role in your Company. The highlighted area on the left in below Screen is known as Navigation Pane: No Description Figure 1. When you click on the Home button in the Navigation Pane, it will show 3 options: · Home · Setup · History 2. Click on option 1 “HOME”, the System will show all of the list places that are most frequently used in your role 3. Click on option 2 “SETUP”, the System will show you the list of various setups required for Bulk Production. 4. Click on option 3 “HISTORY”, the system will show you the list of all Closed or posted documents related to Bulk Production for e.g Closed Production Orders, Closed Bulk filling Orders, Posted transfer Shipments and receipts, Posted Outbound Movements etc. 2.3 Search You can find any page, report, or view by Click on the Search ICON in the upper-right corner of the address bar. No Description Figure 1. Enter the word that you need to search in search box, the system will open related documents for the selection, fore.g Customer, the system will show all related documents related to Customer 2. Select the Customer from the list 3. System will Open the list of Customer Page 2.4 The Ribbon The ribbon presents those commands/tasks you use most frequently. Each area of Microsoft Dynamics NAV has been designed to make sure the tasks that are the most important to users are promoted in commands on the ribbon. For example, on a Bulk Production order, most frequently needed commands are Production operations, New, Reopen, Release, Create Production Order, Close, and so on. Instead of having to search for them in the menus, you will find them promoted on the ribbon. Each Page or report has its own ribbon with Commands/tasks related to that specific page or report. Each Ribbon has Task boxes for example in below screen, Home, Action and each task box has different commands. Home Task Box - has commands Production Operations, Release, Reopen, New, Create Production Operation, Close etc as shown in below Screen. If we click on Action Task box - Commands related to action to be taken. 3. Required Setup 3.1 Create a new or Modify existing Product Family No Description Figure 1. To open the Product family list click on Home → Setup → Family List 2. Select the Existing family, you want to edit and click the Edit button as shown in Picture 3. Click on +new or New Button to create a new family. 4. No.: Enter the Family Code 5. Description: Enter the Description of the Family 6. Lines: Click on the 3 dots button which will show the existing item list in the system 7. Select the Item number and click ENTER system will automatically add this item in Family Line 3.2 Create a new or Modify existing WorkStation No Description
MIR INC0626081 - Verify acess problem (September 7th, 2020)
English
riya.dey@eu.corp.airliquide.com
0
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:08
11
Major Incident Reports
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2020-09-07 13:18:45
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GIO-CS-SD-CITRIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Verify acess problem INC0626081 - September 7th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 2 Hours 10 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1eiasg9vtlhmqoq6ldelbjvh-bshgxgildcucagvmzqe, 2020, 7th, acess, airliquide, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1eiasg9vtlhmqoq6ldelbjvh-bshgxgildcucagvmzqe/edit#heading=h.gjdgxs, com, corp, dey@eu, docs, document, edit, english, europe, gjdgxs, google, heading, https, inc0626081, jean, leroy, link, mir, riya, september, verify
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KB0055933
Intelex - How to reach support
English
Robert.VANYA@am.corp.airliquide.com
611
NaN
Uncategorized
Published
2025-08-29 14:17:30
7
myITcorner
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2025-08-28 17:01:13
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BCF-INTELEX-L3
Table of content: IntroductionWhat is Intelex?Intelex Products at Air LiquideIntelex Support OrganizationHow to Reach Intelex Support Introduction This article provides an overview of Intelex, Air Liquide's chosen platform for Environmental, Health, Safety, Quality (EHSQ), and Sustainability programs. It details the specific Intelex products implemented at Air Liquide and outlines the process for contacting the appropriate support team for each product and user type. This information is crucial for users seeking assistance with Intelex functionalities, reporting incidents, or managing related tasks. What is Intelex? Intelex is a comprehensive software platform designed to assist Air Liquide in effectively managing and continuously improving its Environmental, Health, Safety, Quality (EHSQ), and Sustainability programs. By centralizing these functions, Intelex helps Air Liquide to streamline operations, enhance overall safety, and significantly reduce operational risks, contributing to a more sustainable and compliant working environment. Intelex Products at Air Liquide Air Liquide has implemented the following five Intelex products to address specific EHSQ and Sustainability needs across the organization: Training and Qualification: This product is owned by HR and manages all aspects of employee training and qualification records.Safety Management Global Solution (SMGS): Owned by SIS, this solution is vital for global safety management and incident reporting.Master Data Management (MDM - Sites & Facilities): Also owned by SIS, this product handles the master data for Air Liquide sites and facilities.Quality: This product is managed by WBL Electronics and focuses on quality management and related processes.Industrial Report and Sustainability (IR&S): Owned by GID, this solution is used for industrial reporting and sustainability initiatives. Intelex Support Organization How to Reach Intelex Support To ensure you receive the most efficient support for your Intelex queries, please refer to the table below. The contact method varies depending on your geographic zone, user role (general user or solution owner), and the specific Intelex product you are using. Intelex ProductsZoneUsersTraining & QualificationSMGS or MDM Sites & FacilitiesQualityIndustrial Report & Sustainability EAMEI &APAC All MY HR Training & Qualification help Users management: Ask for access doc hereOther topics: see SIS contactUsers management: Ask for access doc hereOther topics: Nora AT KHEN or Jacques LAMOTTEUsers management: Ask for access doc hereOther topics: IR&S contactSolution ownersMy IT Corner Application: Group Intelex Platform - PRODService: Training & QualificationMy IT Corner Application: Group Intelex Platform - PRODService: GIP Safety Management GIP MDM Sites & FacilitiesMy IT Corner Application: Group Intelex Platform - PRODService: GIP Quality ManagementMy IT Corner Application: Group Intelex Platform - PRODService: GIP Industrial Reporting & SustainabilityAmericaAll except AirgasMY HR Training & Qualification help My IT Corner . Application: Group Intelex Platform - PRODService: GIP Safety Management GIP MDM Sites & FacilitiesMy IT Corner Application: Group Intelex Platform - PRODService: GIP Quality ManagementUsers management: Ask for access doc hereOther topics: IR&S contact Step 1 Please refer to the table above to identify the correct support channel based on your geographic zone, your user role (e.g., general user, solution owner), and the specific Intelex product you are using. Step 2 Click on the appropriate link provided in the table. This will direct you to the correct resource for support, whether it's an internal help desk, a specific contact person, or a self-service portal. Step 3 For general user management topics, you may find an "Ask for access" link and a supporting document. For other topics, direct contacts or internal service tickets are provided. Contact: If the information you require is not available in this article, please let us know your needs by leaving a comment below.
This user guide describes how to unenroll your mobile device enrolled in the operation Mixed Usage manually.To you do that, you have previously installed the application Intelligent Hub on your mobile device to access Air Liquide's applications (such as your professional mailbox Gmail, and Google agenda) in a very safe way.Unenrolling a device consists of removing Air Liquides Security Policies installed on your mobile device (corporate mobile device or personal one). Usually you unenroll your mobile device when you leave the company, or if your device has been lost or stolen. Please note that if you unenroll your mobile device, you wont access your corporate apps (including Gmail, Calendar,...) anymore on this device. How to proceed? To unenroll a mobile device, you have 2 options: you can do it through the SSP (Self Service Portal).or directly in the Intelligent Hub application on your mobile device. On SSP Portal, follow these steps: Step 1: Go to SSP Portal and, choose the device you want remove and select the option "Delete Device" Step 2: Insert the Key code informed on the field "Key Code" and click in "Delete" Step 3: The device will be unenrolled as img bellow: Or, on your mobile device, follow these steps: Step 1: On the "Work" side, access the application "Hub" Step 2: Click on the button with yours initial name. Step 3: Click on option "This device" Step 4: Click on the option "Enrollment" Step 5: Click on the option "Unenroll device". Step 6: Click on the option "Unenroll device". Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
Learn to enroll your Mixed Usage Android mobile device in Intelligent Hub
English
rodrigo.penteado@sa.corp.airliquide.com
15068
Rodrigo PENTEADO-SC
OKTA / Mobile Enrollment
Published
2025-09-04 21:27:26
33
myITcorner
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GIO-EUS-GOPS-WORKSPACEONE-L3
This user guide describes how to connect your mobile device (tablet or smartphone) to corporate applications such as Google (as to have access to your emails, your calendars and your contacts on your mobile phone). Mixed Usage Profile allows you to have both personal and corporate spaces on the same device. Note: All apps will be synchronized after the enrollment. By enrolling the device to the Air Liquide Device Management solution you agree to the terms and conditions mentioned in excerpts below: (Full agreement available here after enrollment) The enrollment is mandatory to access Air Liquide data from any mobile device.By default, you can enroll in only one device. You will be able later to request access for additional devices. Prerequisites The "Mobile Device Access" rights in CARM:Android smartphone or tabletAccess to Internet : cellular connectivity (4G, LTE, etc.) is preferred (no need to be on Air Liquide site)Personal gmail account connected to your device Step 1 On your computer, go to CARM: Click on My accessClick on Mobile Device AccessCheck the box Mixed UsageChoose how many devices you wish to enrollPress Submit (a notification will be sent to your Carm approver). Step 2 With your mobile, using a personal gmail account, open the application Google Play Store. Step 3 Search for the application Intelligent HUB and click in install. Step 4 Open the app and click on QR CODE. Step 5 Click on While using the app to be able to read the QR Code. If you don't have the QR Code, access here to learn how to generate a new QR Code Step 6 With your computer, open the mail you received from Intelligent Hub on your Air Liquide mailbox. Step 7 Scan the QR code which is on the mail you opened. Step 8 Click again on Next. Step 9 Click I understand, then I agree. . Step 10 Click on Agree. . Step 11 Click on Login Step 12 Insert your corporate account and click on Next. Step 13 Click on Accept. Step 14 Insert your corporate e-mail and click Next Step 15 Select Windows Password option If not your first time enrolling a device, will be necessary to select another way to authenticate the enrollment. Step 16 Insert your Windows Password and click on Verify. Step 17 Wait until finish the work profile creation Step 18 Click in GOT IT Step 19 Done, the work profile has been created on your device. Step 20 As you can see now your device have 2 sides, Work and Personal and you can use the Work side to use our Air Liquide resources and Personal to use your personal resources. Your work profile is created! Okta Verify will be automatically installed on your Android device. If not, follow this procedure to set up Okta Verify: Okta - How do I set up the Okta Verify mobile application? Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
REGION:GLOBAL ENTITY:ALL SYMPTOMS: Users need to enroll their mobile devices with Intelligent Hub and has no access in CARM yet. Users need to enroll with Intelligent Hub 2 or more mobile devices. POSSIBLE CAUSES: Users need to have access to AL tools and email on their mobile phones or tablets. BEFORE YOU START: Please inform the user that Mobile Device Access need two steps of validation (for BO) :1 - CARM manager who have validate the request2- Budget Approver of the entity PLEASE NOTE: Even though users have the option to enroll up to 3 devices to Intelligent HUB, the Service Desk is supposed to encourage users to request the number of enrollments they truly need as there is a cost associated with each enrollment.For AMEI, only one device is allowed to be enrolled with Intelligent HUB! STEPS: 1. Go to CARM 2. Click "My Access" 3. Click "Request new access" 4. Click "Device Access" 5. Cilck "Mixed Usage" (for some other entities Business Usage) 6. Choose the number of devices needed to be enrolled 7. Put a comment in the justification field and click "Submit" LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Intelligent HUB Access Request In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1 Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to install a business application to their phone or tablet, and has an issue with it. BEFORE YOU START: Please make sure that the device is enrolled to Intelligent Hub, that user is installing the app on the work profile in case of a mixed usage device, and that app is a work related one. Then, check if the user has access, and the app is working appropriately on PC or on another phone/tablet. STEPS: 1. Ask user to relaunch the installation. 2. If KO, install the app manually via Workspace Console as below: Login to https://console-workspace.apps.airliquide.com/AirWatch/#/User/List, select business only or mixed usage, and search for the user's name. Select the device, then click on Apps: Search for the app and launch the installation: LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Application Software TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
What to do the first time you login at the ALEU GIS Portal?
English
roger.clavero@eu.corp.airliquide.com
81
Christian PINTARD
Uncategorized
Published
2025-06-19 14:46:48
38
myITcorner
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2024-05-15 16:52:46
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BEU-LI AP-GIS
1) Login for the first time When logging in for the first time at the ALEU GIS Portal it’s a good idea to complete your profile information and profile settings and to configure your interface language. Several European languages are available. ----- After your user has been created on the ALEU GIS Portal you will receive an email indicating so. Then, once on the sign in page below, proceed by clicking the blue OKTA login button and follow the 7 steps below: Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 ----- After you have access to the portal, it is a timely moment to configure your profile information and settings. Although doing so is optional, configuring some of the below options may benefit you and your coworkers. Options: a) Adjust your first name or last name if misspelled. Please note that it’s not possible to change your username, but you can change your profile name being displayed. How to do it? In My profile > Edit button > Save. b) Add a small biography. You might include things like: Contact information, Areas of expertise, Interests or any other information you’d like others to know. How to do it? In My profile > Bio > Edit button > Save. c) Add a profile picture. To do so, click on the thumbnail and browse the image you want to use as your profile picture. How to do it? In My profile > Upload profile photo (You will see a + symbol appearing) > Browse a photo > Upload > Save. d) Set the language of the Portal interface. The default language is in English but several languages are supported including French, German, Dutch and Italian. Pick one from the supported languages that suits you best. How to do it? In My Settings > View My Settings > Language, number, and date format > Update > Save the changes. e) Choose the default units for the map scale bar, measure tool, directions, and analysis. You can choose between either US Standard units (miles, feet, and inches) or metric units (kilometers, meters, and centimeters). How to do it? In My Settings > Language, number, and date format > Update > Save the changes. f) Choose your start page. The start page is the initial page that appears when signing in to the portal website (by default this is the Home page). For example, if you want to go directly to Map Viewer after signing in, choose Map. How to do it? In My Settings > Start page > Select one. _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
GIO-CS-EUR | PROD / PPRD | RMAN Backup Failure due to missing archive
English
rohanramnavmi.yadav@eu.corp.airliquide.c
8
Somnath MUKHERJEE-SC
Uncategorized
Published
2025-07-28 19:12:58
7
IT Knowledge
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2023-05-23 15:15:11
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GIO-CS-SD-DATABASE ORACLE-L2
*Issue identified and Symptoms Rman Backup failure due to missing archive RMAN-03002: failure of backup plus archivelog command at 03/16/2023 19:42:41RMAN-06059: expected archived log not found, loss of archived log compromises recoverabilityORA-19625: error identifying file /db/HOUMSV_archive/1_134224_1008937571.dbfORA-27037: unable to obtain file statusSVR4 Error: 2: No such file or directoryAdditional information: 7 **Configuration Item ALL Prod and PPRD Environment **Key Word or an Issue category ORA-19625: error identifying file /db/HOUMSV_archive/1_134224_1008937571.dbfORA-27037: unable to obtain file status **Pre-requisites Check the latest backup status Check the backup log if the error is repeating **Resolution steps Database backup failure fails due to missing archive then we need to run the crosscheck connecting to rman ,which will delete old archive and expired archive log ,then we can ask backup team to rerun the backup and check if the backup job is sucessfull or not after running crosscheck . Steps to run the crosscheck . Run the below commands connecting to rman : 1.unset TNS_ADMIN 2.rman target / 3.crosscheck archivelog all; 4.list expired archivelog all; 5.delete noprompt expired archivelog all; 6.crosscheck archivelog all; 7.list expired archivelog all; **Contributing factors and priori cause N/A **Post resolution steps Once cross check is done ask backup team or run the backup again and check if the backup job is sucessful or not . **Referential document(s) https://www.dba-oracle.com/t_rman_crosscheck.htm **Referential team(s) NA **Referential ticket(s) INC1137528 **BIS or Owner Details GIO-CS-SD-DATABASE ORACLE-L2 **Vendor Details NA **Learnings NA
Access knowledge article versions and view previous changes
English
romane.sapt@eu.corp.airliquide.com
6
Ferdinand ROCHAS-SC
Uncategorized
Published
2025-07-28 20:38:33
16
IT Knowledge
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GIO-PCI-ITSM-Global Process Manager
This article will explain how to access article versions and figure out which information has been updated. How to reach previous version of an article ? Go in the editing mode Access related field below the article body and metadata. Click on Article versions This view includes information about the date and who modified the article. How to know which information have been updated ? When you're in the article versions field, as above, you can compare versions to see which information has been updated. Select which versions you want to compare. Make sure about the version number you select depending on the article state (learn more about version number). Click on "compare" in the selected rows on the right Each field that has been updated has a grey highlight. You can open a window to see detailed information change, for html content such as title and body article.
You have previously installed the application Intelligent Hub on your mobile device to access Air Liquide's applications (such as your professional mailbox Gmail, and Google agenda) in a very safe way. Unenrolling a device consists of removing Air Liquide’s Security Policies installed on your mobile device (corporate mobile device or personal one). Usually you unenroll your mobile device when you leave the company, or if your device has been lost or stolen. Please note that if you unenroll your mobile device, you won’t access your corporate apps (including Gmail, Calendar,...) anymore on this device. How to proceed? To unenroll a mobile device, you have 2 options: you can do it through the SSP Portal, or directly in the Intelligent Hub application on your mobile device. On SSP Portal, follow these steps: go to SSP Portal. click on Enterprise Wipe Click OK Again click on OK Or, on your mobile device, follow these steps: 1. Open the app Intelligent Hub 2. Click on your account on the top right corner 3. Click on This Device 4. Click on Enrollment 5. Click on Unenroll device
Service Desk Translation Services - How to translate an article?
English
romane.sapt@eu.corp.airliquide.com
1
Arnaud GOUTAGNEUX
Uncategorized
Published
2025-07-29 1:10:57
18
IT Knowledge
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NaN
NaN
NaN
NaN
0
2022-08-24 17:05:58
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GIO-EUS-SD-GLOBAL-SDA
Enter an Article and scroll down the Page, you will find the Translated Versions tab, click on New A new Article will be created, you will see the Parent Article Referenced, click on the information point to preview the article, you can easily copy/paste the Article Body to keep the Screenshots & Formatting! Set the Language in the targeted Language and Start Redacting the Translation. Publish your Article, the article will be referenced on the Translated Versions as in the 1st Screenshot. After clicking on "publish", you need to approve it. Scroll down the page and right click on your name then approve. Your article is now published. You cannot approve for another person you have the same right so make sure you click on your name to approve. Ready! The Article will look like this in myITcorner: The Search bar is multilingual but navigating through the Categories or via a direct link, your end users can easily use the Language Picker (see screenshot) to find your translated Version.
COUNTRY/REGION: *Europe* ENTITY: *BIS-EUROPE* SYMPTOMS: This article shows how you can assist the user to setup okta for a new user, or after reset. STEPS: 1. On https://login.airliquide.com there is a login option "Sign in with an Air Liquide device". 2. Download and install the application directly from intelligent HUB 3. Once installed, open the OKTA verify desktop application and click on Get started, then Next. 4. Enter your Email then click Next, then the password, and again click on Next 5. after adding the account, it will ask you want to enable Touch ID, user can decide NOTE: OKTA - How to enable biometrics for Okta authentication (GLOBAL) KB0028519 6. Account has been setup successfully In case need assistance to IVANTI connection- KB0033709 LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - OKTA - set up Okta Verify Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Situation: How-To/Question [Ad Hoc Request] Assignment group (if not L1): - Resolution Notes: *L'okta est activé avec succès* TICKET TYPE: Temp field to be used until drop down is created for Adhoc, ARTICLE TYPE: Temp field to be used until drop down is created for FCR TEAM: Temp field to be used until drop down is created for L1
COUNTRY/REGION:BIS SEPPIC ENTITY:APAC & US SYMPTOMS: End user would like to have access or have functional issue with Intelex BEFORE YOU START: Intelex is a global solution for Incident reporting and investigation process to be integrated by each Subsidiary. The login is done Access: URL: https://eu.intelex.com/Login/saml2/AirLiquide (picture) User guides: https://docs.google.com/presentation/d/12xiCcL6AuRe8ITh1epqF6GE1O4kXVfQNFDoJpLsni5A/edit#slide=id.g17a0f684d87_0_24 Key users: https://docs.google.com/spreadsheets/d/1DGBu0de1mMz2RjE0fyWh9Ht8OUn84ft2a_bqcwOPNAU/edit#gid=912919784 STEPS: 1. Create an Request ticket 2. If user needs any assistance about INTELEX, please Guide the user to the MyITcorner request: Ask for help on INTELEX? LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance TICKET TYPE: Request ARTICLE TYPE: Assignment TEAM: L1
Checking Plan - installation and configuration Prerequisite - To use the Checking Plan on mobile devices, having an Okta account is necessary. It is NOT necessary to install Intelligent Hub for Checking Plan. - On corporate devices, the installation must be done in the non-professional space (Intelligent HUB - Mixed Usage). Please note that Checking Plan does not work with Intelligent HUB - Business Only usage as it is not whitelisted there. - It can also be downloaded and used on personal devices. Step 1 Downloading the app on Android: CheckingPlan Android https://install.appcenter.ms/users/cuatroochenta/apps/checkingplan-android-1/distribution_groups/asintec Downloading the app on iOS: CheckingPlan iOS https://install.appcenter.ms/users/cuatroochenta/apps/checkingplan-ios-1/distribution_groups/asintec Step 2 When accessing the URL, you must press the “DOWNLOAD” option. Step 3 A window will open in which you must click again on the Download option. Once the download is complete, the following window will be displayed in which you must click "OPEN". It is possible that your Smartphone will show a pop-up window, if that happens, you will have to select the 'Settings' option and accept the installation from unknown sources for the installation to finish. Step 4 To configure the company you must go to the 'Configuration' section and click on the roulette in the upper left, a message regarding permissions will pop up, select "ALLOW" Step 5 In the section 'My Company' select the option 'Enter code' and enter the code "AIRLIQUIDE" and press "ACCEPT". Step 6 A screen will load to perform the corporate login, you must indicate your SSO and password. Step 7 After identifying yourself, the app will be ready to start recording. Step 8 Remember to download Okta verify on your device and link it with your computer. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
PDA Nehomes device - How to order PDA nehomes device
English
ronald.ivanyi@eu.corp.airliquide.com
102
Hakim BEN EL KHEZNADJI
Uncategorized
Published
2025-07-29 18:10:15
7
GIO Service Desk
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NaN
BHC - Other applications
NaN
NaN
NaN
16
2025-07-17 9:54:05
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GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:*EUROPE* ENTITY:*French BIS HOMEHEALTHCARE* SYMPTOMS: This article shows you how the user can order a new pda for nehomes and FieldService application purpose (user will receive only Motorola Thinkphone). BEFORE YOU START: You can find the all important information about HHC support: https://docs.google.com/drawings/d/1FFhLwYjHgX2Gp7G0WcEGEQT69fBGYIZIEyJFG5xPTDU/edit STEPS: HHC users can order PDA neHOMES device with SIM card or without via MyITcorner request form: Commander une ligne mobile et / ou un PDA Néhomes ou FSAPP You can also share the guide: https://docs.google.com/document/d/1h3Phq8r69O7L56pbc7aF1LxzKV0X83rTnm_7A_lB4zY/edit Only the Manager can order accessories for the phone via WISE: Coque de protectionFilm de protectionSupport Véhicule ventouseSupport Véhicule grille ventilationAllume-cigare et cable In case of Hardware issues, device lost or stolen follow: KB0025658 LOGGING CATEGORISATION: Request: MyITcorner Assistance Resolution Notes: Assisted the user to submit MyITCorner request TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: EU ENTITY: BIS EUROPE , BIS HOME HEALTHCARE SYMPTOMS: User would like to create Concur account. BEFORE YOU START: Starting in 2020, Concur profile management is moving from My It Corner for Expense and from a Google form for Travel to a single form in Carm. This change concerns all the European entities that are registered in Concur, except E&C (France, Germany and Poland, who are registered on another Concur instance). Here you can check the entities registered in Concur: https://docs.google.com/spreadsheets/d/1IMClUkwOOYEDmFsGrik1KDdmt1lV478myPTUcwb8ls8/edit#gid=1477994006 Carm has become the master for Concur data, therefore if users detect errors in their Concur profiles, the modifications must be done in Carm only! STEPS Guide for users: French version and English version 1. First check that the data in CARM are correct! There will be an issue if the indicated values are not correctly populated in Carm, such as a truncated or a wrong cost centre! If they are not correct user should turn to local HR provider that has the access to change them manually. 2. To create a new account, users need to click on + and select Concur in the Carm Access section Your Carm data are retrieved: Login ID and email addressFirst and last namesCost centerManager (Your Hierarchical Manager will be automatically your Concur expense approver, if this field is empty your Carm Manager will be the expense approver by default) Choose profile to be created: Travel profile and click on standard (Frequent is for VIPs only)Expense profileApproval profile for managers TRAVEL NOTE: travel account is automatically created in Concur and in the AMEX GBT portal available in Pulse, you no longer need to request the creation of travel profiles in the Concur form in Carm For all non AL employees (contractors, VIE, interns ) users need to request the creation of travel profiles in Carm. Find the process below: Possible issues during the creation: No Concur account set in CARM No Concur modules are deployed for your affiliate. Please check which tool is used in your affiliate. No HR number defined in CARM Contact the HR team to fill in this information in CARM. Email addresse already used The user probably has an existing account CONCUR account with another entity. Approver An account cannot be created if the manager registered in Carm does not have a Concur account with approval profileAn error message is displayed in the Approver field and the profile boxes are greyed out Cost Centers Concur checks that the cost centers for expense are valid via a file that concatenates all the existing cost centers from the different ERPs. In case the cost center is wrong in Carm, the Concur account cannot be created For entities that only use Travel, the field Cost Center in Concur is a free text field, with no constraint Account activation time API and flat files are used for the creation of accounts. API create the first fields of the accounts instantly and the flat files for the rest of the fields (approval limit, request approver) are interfaced the next night. So an account is fully active only the day after the last approval Approver profile creation: Chose from the dropdown list the entity on which the manager has approval rights and the approval limit. The currency derives directly from the entity country. Up to 3 lines can be input at a time and more lines can be added when modifying the accounts An approval flows will be sent to the different entities for amount validation. Only use numeric characters! Click on submit to end the creation process Requests to add limits are sent first to the manager for approval and then to the HR department of the subsidiary. Applicants do not currently receive notification of rejection. NB: Your account will be fully created the day after last approval Specific roles request: Specific roles can only be applied when the account already exists. Click on request a specific role And select the role(s) NB: the role will be added manually by the Concur admin After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Show where to go request submitted.
account, affiliate, affiliate change, airliquide, carm, center, change, com, concur, concur account creation and modification via carm, corp, cost, cost center change, create, create modify concur e-expenses saas, create new concur account for new starter, creation, e-expenses, english, entity, entity change, gac, ivanyi@eu, modification, modify, modify concur account, new, pierre, ronald, saas, starter, via
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KB0022414
Workspace One - macOS Enrollment procedure
English
ronald.ivanyi@eu.corp.airliquide.com
248
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-09-08 11:24:40
4
GIO Service Desk
NaN
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NaN
GIO - EUS - UWP - Mac OS
NaN
NaN
NaN
62
2025-04-08 14:35:57
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GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article describes the process for enrolling a macOS to Workspace One after receiving the registration token by email BEFORE YOU START: Laptop needs to be on Apple Business Management (DEP) to be enrolled in a corporate environment. If not, you need to ask for registration from your reseller and provide AL DEP instance n° 1497490Enrollment details: AirWatch CN1185 RootFor more information, consult this presentation A Okta account ( (Follow the procedure here)Mobile Device Access for MacOS devices requested through CARM Power plugged on the deviceDo not use AL Corporate Wi-Fi during staging phase (To be authorized on Airliquide Corporate you need to request a business mobile device access via CARM) -> here IMPORTANT : Make sure that you have a current backup of your important files. Learn how to back up your Mac. STEPS: 1 You recently received a registration token by mail. This will serve to complete the following steps. If you dont have the token, please contact the GIO support team. You need to send a qr code from Workspace Console: < Business only < search for user < Add device < change platform: Apple macos 2 If you are Using INTEL mac Press simultaneously on Option command and r at Mac power on.in case M processor (m1,m2,m3) Turn on your Mac and continue to press and hold the power button until you see the startup options Otherwise Your macOS will need Recovery over the Internet and install the latest macOS version on your mac. When the Mac is stated click erase data on recovery assistant on top left of the screen. Select Erase this Mac and validate the warnings. The Mac will restart. https://support.apple.com/en-us/HT201255 3 At earth icon prompt select a WiFi network (Not use WiFi@AL2 or corporate WiFi) Take care when for the password the keyboard should be blocked on QWERTY mode ! 4 Wait for the mac activation message and go to the recovery tool section. Select reinstall macOS and click continue twice (you may need to erase your disk before Accept the EULA then select the Hard Drive to install the OS and continueWait for download and install completed. Could take a while depending on wifi connectivity 5 Select the location 6. Connect to a WiFi network at promp 6 Reach the remote management screen Remote management : Air Liquide America Corporation. If you dont see this, reboot or contact GIO Support team for adding the laptop on DEP Mode. Follow this link to know how to order a preconfigured DEP macOS device from an authorized reseller. 7 Enter the token received via mail and write into USERNAME field: you can find it under QR CODE : TOKEN ID 8 Create your own password. Be careful, You wont receive a verification step. 9 Your Firstname Lastname user session has been automatically created Set your Password set in step 8 10 Enable Filevault feature 11 Enable Locations Services: 12 Wait a few minutes and click continue after backing up the recovery key and let the process end. 13 Follow installation process steps. You can set your fingerprint and other features. 14 For onboarding status click on HUB Intelligent Icone Wait for installation completion. You can authorize intelligent Hub notifications at pop-up and following notifications. 15 A zscaler prompt appears: Enter your corporate email address then use your multipass authentication process. 16 After successful connection to Airliqudie network, the following windows will appear: 17 Ivanti or AL CORPORATE should be connected for this manipulation. Once on AL network click on the Key icon on the top right corner then click Sign In. If you are not connected on a corporate network the authentication can not be completed 18 Next up, you need to synchronize your Mac password and AD password NOTE: if the user mix up the passwords, the user will need to login into the mac with AD password 19 If the password are correct, the following message will appear: Known Issues: If this screen appears, press the power button until the mac shutdown then repeat steps from step 2. You can also follow this kb : https://support.apple.com/en-gb/HT204323 In case further assistance is needed, assign the ticket to GIO-EUS-SD-EUROPE-L1.5 LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile device enrolment assistance Request details: Enrollment type: Business onlyOS Type: IOS In case of blank ESS submitted by the User: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Enrollment Configuration item: Workspace One - PROD Resolution Notes: macOS device has been enrolled successfully TICKET TYPE: request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User would like to enroll his new PDA NEHOMES or to transfer the the device to a new technician. BEFORE YOU START: Prerequisites: - Your Google account ([first name]. [Last name] @ airliquide.com or other Air Liquide subdomains) - Put your SIM card in the phone (middle slot) -> Warning: make sure that your contacts are present on the SIM card ( Default pin code: 0000 - user can change it - The email (with the QR code) you received from Intelligent Hub is displayed on your computer (valid for 30 days) Your PDA password (12345678 by default / first change: 12345678a / second change 12345678az)Model : Samsung A52/a54/a55 and Motorola - From the 4G network - Recalled the missions from Movex if the missions are not validated in the neHomes application or validated all the missions 1h in front of you (30-40 min of enrollment by following the following steps and 20 min of personalization of the phone USER SHOULD HAVE A STABLE NETWORK CONNECTION DURING THE ENROLLMENT OR THE ENROLLMENT CAN BE INTERRUPTED! NOTE : ALWAYS ask if the pda is BRAND NEWORWas used by someone else before, If yes ,please do the following Ask previous user's name or the serial number pf the pdaGo to console, and look for the deviceClick on Entreprise wipe, then Delete device (it will trigger the factory reset) User can continue on STEP 9 in guide NOTE: Since 4th December there is no longer launcher , so now the NEHOMES is on Android menu Enrollment guides: For SAMSUNG : https://docs.google.com/presentation/d/1xyl7Sa8syO9R5mHE4Z-n3ky-eHOvmOICtasDRz8Sf08/edit#slide=id.g3170ff4e9fe_0_214 For Motorola devices: https://docs.google.com/document/d/1GYu-9RLGLYL3pj5-0pQ4xrGAEgYp7PSh18zrs7Wf4jQ/edit?tab=t.0 STEPS: Enrollment steps: I. How to send a QR code for the end user in case of reenrollment or previous QR code expired: see procedure in FRENCH Please note that the PDA Homecare users have no "Business only" account in CARM for their PDA. The account is created by their manager automatically for the usage of PDA. Their "Business only" accounts are ONLY present in HUB Console! 1. Login to the console: OPEN IN CC PC: https://console-workspace.apps.airliquide.com Username: Your admin account's username (you can check it in CARM) 2. Chose Business Only 3. Navigate to Accounts List view and look for the user's name (always select the profile with the numbers): 4. Select the user and click on "add Device" 5. Select the "Organization Group" and the "Device Ownership Type" (always "Corporate - Dedicated") Organization Group by entity: Adep - Groupe HOMES-5AAdair - Groupe HOMES-ADAIRArair - Groupe HOMES-5AOrkyn - Groupe HOMES-ORKYNFR-DINNO SANTE - BIS - HHC FR / DINNOVitalAire - Groupe HOMES-VA-TEC pour un technicien de suivi, respiratoire, .. - Groupe HOMES-VA-IC pour les infirmiers - Groupe HOMES-VA-APO2 pour un technicien Oxygène Liquide ou APO2 - Groupe HOMES-VA-Pharma pour un pharmacien Change the email address in the field " To Address" if manager or dedicated user (who enrolls the PDAs) is calling / asking for the QR code (ask the end user if he has access to his emails if no pls send the QR code to his manager) Leave the rest unchanged and click Save 6. User will receive an email with the QR code. II. guide: Share the guide with the user https://docs.google.com/document/d/1zIXvDybhMT-6KnLQXQVeGeIaAYfhV1O3d7AMggWOr78/edit NOTE: make user you have added the user to the okta group After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. · In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile device enrolment assistance Request details: · Enrollment type : PDA/SAT · OS type According to your case · Reason: According to your case In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with enrolling the PDA
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User has an issue with PDA SAT OR V12 application (login or functional) STEPS: SAT or SATV12 application (supported by BHC-SUPPORT-L1) Application will be download in Launcher (sat or sat v12)NOTE: SATV12 has been pushed to SAT device and user needs to use the app instead of SAT (blue icon) The user needs to have an account ( Profile and code PIN) in case of the user has issues with SAT account, Please collect the profile name then create a ticket and send it to BHC-SUPPORT-L1 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Mobile Device Enrollment Assistance Request details: Enrollment type: PDA-SATOS Type: AndroidReason: Assistance with SAT app login. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Enrolment Resolution Notes: Mobile Device Enrollment Assistance form submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is unable to login to Molecule due to "Access denied. Not existing user or incorrect password" error. BEFORE YOU START: Guide user to perform self service password reset. STEPS: Redirect user to the local user (Gabriella Vicidomini) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Situation: Service Question / Assistance [Incident] Resolution Notes: SD advice user to contact Gabriella Vicidomini TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
iAladin/BAR+ - Request to be raised to manage an account
English
ronald.ivanyi@eu.corp.airliquide.com
129
Krzysztof LOPATA
Uncategorized
Published
2025-07-30 12:28:55
7
GIO Service Desk
NaN
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NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
45
2025-07-16 11:13:20
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GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:Europe ENTITY:ALL SYMPTOMS: User needs assistance with the request to modify account, unlock account or reset password for iAladin/BAR+. BEFORE YOU START: In case the user is calling with different iAladin/Bar+ case/request, please follow KB0014573 The users need to request in carm , if not avaialbe the request < MyITcorner STEPS: In case of the below cases concerning the applications SAP IALADIN (PROD & PPRD) / IALADIN WORKFLOW (PROD & PPRD) / IALADIN ORACLE (PROD & PPRD) / IALADIN PARTNER (PROD & PPRD) / SERVITRAX IALADIN (PROD & PPRD) / BAR+ EASTERN EUROPE (PROD & PPRD) we have to redirect users to My IT Corner to raise a request: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner AssistanceFor which topic: Finding a catalog item -o-Resolution Notes for Cattask: Submitted request via MyIT corner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Access / Rights Resolution notes: Service Desk will guide the user to submit request via myIT corner ARTICLE TYPE: FCR TEAM: L1
account, account to be modified, account to be unlocked, airliquide, bar, bar+ eastern europe, com, corner, corp, eastern, english, europe, ialadin, ivanyi@eu, krzysztof, lopata, manage, modified, my, my it corner, oracle, partner, password, password reset, raised, request, reset, ronald, sap, sap ialadin, servitrax, software, unlocked, workflow
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KB0011714
Google Group - Owner left the company, transfer ownership of Google group in CARM
English
ronald.ivanyi@eu.corp.airliquide.com
406
Vincent CAO
Uncategorized
Published
2025-07-30 6:11:53
6
GIO Service Desk
NaN
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NaN
GIO - SEC - End-User Account Provisioning in CARM
NaN
NaN
NaN
205
2025-06-20 10:16:41
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GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Owner of Kite group left the company, transfer ownership of kite group to be done in CARM. STEPS: 1.Solution: User has to raise a request for the ownership transfer in CARM 1. Take over user's PC and open My Google Groups & Folders in his/her CARM then select "transfer ownership". 2. Then search for the name of the current owner by using the magnifying glass then when current owner found click on "Next". 3. Search for the Google Groups and/or Folders then add them to the list (see screenshots below). Ask user to write a justification as it is obligatory. When it is done, click on "transfer" button. It has to be approved by the user`s CARM Approver. If this request can not be submitted create an incident (situation: Access[incident]) and send it to GIO-SEC-CARM-L2, specify who was the old owner who left and who should be the new owner of google group. (example of ticket INC0060660) 4. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM - Google Groups In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution Notes: Show where to go request submitted.
airliquide, assistance, cao, carm, carm - user assistance, com, company, corp, english, folder, google, group, ivanyi@eu, kite, kite group, left, owner, ownership, ronald, transfer, transfer folder, vincent
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KB0048277
NEHOMES-First time Login
English
ronald.ivanyi@eu.corp.airliquide.com
477
Marie-Cecile BAZONNARD
Uncategorized
Published
2025-08-14 11:31:27
5
GIO Service Desk
NaN
#########
NaN
BHC - FO - NéHomes France
NaN
NaN
NaN
151
2025-08-14 11:30:25
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NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User reports login or functional issue within application NEHOMES (used on PDAs) Nehomes Operations for Mobile efficient systems, the tool to acquire data on field (Maintenance, Pickup, Delivery...) NOTE: since June 2024 all HHC users have been switch to NEHOMES (previously Homes) Users within Air Liquide use Homes : FR-ALHIST FR-ALEHOS DEVELOPMENT FR-PHARMADOM-ORKYN FR-VITALAIRE FR-ADAIR BEFORE YOU START: NEHOMES: you can share the GUIDE with the user STEPS 1. Open NEHOMES on the PDA NEHOMES 3. Authorize the accesses 4. Nehomes connection page will appear username: prénom.nom password: You can find it in KEEPASS 5. Change the password (note: do not use +) 6. Select the PIN code 6 characters 7. Select the secret question (this question will help the users to reset their password in case of forgotten) In case of any login info needs to modified LOGGING CATEGORISATION: Business service: BHC - FO - NéHomes France Configuration item: NéHomes - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to login to Nehomes. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, bazonnard, bhc, com, corp, english, first, first time, function, google, google map, gps, homecare, homes, issue, ivanyi@eu, login, map, maps, marie-cecile, nehomes, nehomes-first, pda, pda homes, pda map, pin, question, ronald, samsung, security, security question, time
NaN
KB0034619
MacOS - Wifi connectivity issue
English
ronald.ivanyi@eu.corp.airliquide.com
110
Fabrice FORGEAIT
Network / Connectivity
Published
2025-07-28 20:46:03
14
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
32
2024-09-15 15:06:07
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION: *Europe* ENTITY: *BIS-EUROPE* SYMPTOMS: This article shows you how to resolve a wifi connection issue on a mac, when the user can't connect to AL corporate or to AL@2 NOTE: After the enrollment for the first time, needs to connect to the network via LAN cable, then the user can connect to the corporate wifi BEFORE YOU START: Make sure the MAC is enrolled in Workspace STEPS: Open the link :https://console-workspace.apps.airliquide.com Choose Business Only Look for the user’s name or you can search with the mac’s serial number Select the device Navigate to 'Profiles' Reinstall the following profiles Ask the user to test it on the mac Assist the user to reconnect to Air liquide corporate, as per following this document: https://docs.google.com/document/d/1VAFUi-Fc9P7B30D5xxETSeg3P88oVqEc_LTK-vdUh-o/edit 1 Select your Corporate Wifi (Air liquide Corporate) 2 Select you authentication method 3. At this screen select EAP-TLS 4. At identity side select the line starting with WIFI in the menu 5. Leave user name at blank and device should be connected LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - MAC - Request/issue Business service: GIO - EUS - UWP - Mac OS Configuration item: (if applicable) Situation: Wifi@AL2 access KO [Incident] Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 Resolution Notes: *A suite d'ajouter le certificat, maintenant vous pouvez accéder le wifi d'airliquide corporate * TICKET TYPE: Temp field to be used until drop down is created for Incident ARTICLE TYPE: Temp field to be used until drop down is created for Assignment TEAM: Temp field to be used until drop down is created for L1, L1.5
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: User can not access to Corpoworking module in Loop. STEPS: Follow the bellow sheet according to user's location , user needs to contact the Admin user in order to get Corpoworking module access in Loop LOGGING CATEGORISATION: Business service: GIO - LOOP Configuration item: Loop - PROD Situation: User Training or Guidance [Ad Hoc Request] Resolution Notes: Guided the user to contact the Admin site user in order to request Corpoworking module access in Loop TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
Intelligent Hub - Clear / change phone passcode via Workspace One console
English
ronald.ivanyi@eu.corp.airliquide.com
323
Jerome BACHELERIE
Windows - Storage / Performance
Published
2025-07-28 20:06:26
11
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
156
2023-12-12 12:20:25
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS:Users often forget the passcode of their mobile (only for devices which is enrolled in WS1 (Mixed usage, Business only Mobile and PDA homes/ sat) POSSIBLE CAUSES: The phone needs to be connected to the internet BEFORE YOU START: Make sure the user's device is enrolled in Intelligent HUB the phone is connected to internet(wifi, 4G) STEPS: 1. Click on this link to access the Workspace One console You will be asked to enter your credentials. 2. Once on the console, look for the device you wish to access, go to “More Actions ” and click on “DEVICE” under Clear Passcode: 3. Confirm the clear passcode: NOTE: Still not removed the passcode, try the following: ' Select to Change Device PasscodeDefine the NEW PIN if not possible to unlock the phone, as last resort, please use follow: Android - Factory Reset How To: KB0034816 LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Intelligent Hub - Request Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Access connector - PROD Situation: How-To/Question [Ad Hoc Request] Resolution Notes: Reset user's passcode via Workspace One admin console. Afterwards, the user was able to access the device by the new PIN. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User is calling regarding SX (salesforce) application BEFORE YOU START: Description : HHC Omnichannel CX platform - Sales Force Org France People within HHC France that use this Application today : - FR-ALHIST - FR-ALEHOS SERVICES - FR-DINNO SANTE- FR-ALEHOS DEVLOPMENT- FR-VITALAIRE This is only applicable to FR-VITALAIRE entity!!! for CX-Platform (SALESFORCE) SA VITALAIRE: KB0034648 - CX-Platform (SALESFORCE) - Access for CX-Platform (SALESFORCE) EU VITALAIRE: KB0038893 - CX-Platform (SALESFORCE) - functional issue for Salesforce EU: KB0011505 - SALESFORCE (BIS EUROPE) - Single Sign On Error STEPS: Installation: Launch https://airliquidehhc-fr.my.salesforce.com/ on user's PC. If problem please follow KB0023254. LOGGING CATEGORISATION: Business service: HCDIT - FRance - Salesforce (CX) Configuration item: Salesforce (CX) - PROD Situation: User Training [Ad Hoc Request] Resolution Notes: Application installed on users PC. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
airliquide, bazonnard, com, corp, cx-platform, english, field, field service, france, homecare, installation, ivanyi@eu, marie-cecile, ronald, salesforce, service, sx
NaN
KB0050328
PDA-SAT TC52X - Android Welcome screen
English
ronald.ivanyi@eu.corp.airliquide.com
17
Fabrice FORGEAIT
Uncategorized
Published
2025-07-29 18:10:12
8
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
3
2024-05-31 10:50:01
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION: *FRANCE* ENTITY: *BIS HOME HEALTHCARE * SYMPTOMS: User has a PDA SAT tc52x phone, and after factory reset the user needs to renroll it BEFORE YOU START: When you receive calls, always ask the following: Depot number (ex: 11a) Confirm the model: Zebra tc52x Ask what the user sees on the pda screen: Welcome screen Google account request Launcher login window SAT app login issue normal Android screen - not enrolled anymore Every info available here: Link to the file “Calcul Besoins Commande SAT” : Informations d'enrôlement SAT TC52x et connexion Launcher STEPS: PDA enrollment - Welcome screen (links to the QR codes in the "Informations d'enrôlement SAT TC52x et connexion Launcher " file in the column "E" - "Link to the corresponding QR Code ") you are on the welcome screen: Select the Language and Do not click on the button : commencer Instead needs to tap 7 times quickly on the the background Connect to a a Wifi network Terminal 2 password: @Ndr0!de Scan the code QR by corresponding the user's depotNOTE: please ask the depot number, and share the relevant qr code (by doing a screenshot) with the user via mail or google chat You find the qr codes in Informations d'enrôlement SAT TC52x et connexion Launcher under Link to the corresponding QR code LOGGING CATEGORISATION: Ticket template to be used: n\a Business service:GIO - EUS - UWP - Mobile Device Management Configuration item: (if applicable) Situation: Assignment group (if not L1): Resolution Notes: *PDA device enrolled correctly. * TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Europe ENTITY:All SYMPTOMS: User wants to use Concur Travel application on mobile phone BEFORE YOU START: Make sure that user has a Concur account. If not follow : KB0017961 STEPS: AMEX mobile application has recently been introduced It does not allow to book trips, howeever there is a quick link to Concur - booking can be made there It gives information about future trips and most importantly allows to chat with a travel agent to modify or to cancel a trip, avoiding to call the agency for these purposes. Procedure in French Procedure in English Procedure in Polish (other languages to come) SETUP/FIRST LOGIN 1. STEP: Download the application in Intelligent Hub 2. STEP: Type your email address 3. STEP: in section `Create your account` indicate a username and a password 4.STEP: You will receive an email to verify your account 5. STEP: Connect with your username and password (fingerprint login is also allowed if your phone is equiped) 1. FUNTIONALITY The application offers: - an access to the upcoming trips - useful information (Covid ex) - possibility to chat with a travel agent (Belgium, France, Germany, Netherlands, Nordics, UK, Poland, Spain) - book a trip is NOT AVAILABLE - if user cannot book a trip please guide user to contact the AMEX support. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related line Explanation: Guidance In case of blank ESS Incident submitted by the user: Business service: Travel expense management Configuration item: E-Expense Concur SaaS - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Shared information regarding AMEX with the user TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
SYMPTOMS: This article shows how you can assist the user remotely. STEPS: 1. Login to the console: OPEN IN CC PC: https://console-workspace.apps.airliquide.comUsername: Your admin account's username (you can check it in CARM)Chose Business Only Navigate to List View then select Filters: Device type – Platform – Apple macOS, the click on Apply Look for the user’s name or you can search with the mac’s serial number Select the device After selecting the device, look for remote assist, then select share screen Connection in progress: Please share the code pin for the user, as the user needs to type into pop up windows The user will type in the pin code, then you are connected to the mac: NOTE! by default you have VIEW access, so you need to request control by clicking on highlighted icon, then select remote control The user needs to approve your request COMMON ISSUE: When you are connected to the mac, but the screen looks empty STEPS The user need to enabled assist and assist core , as per below guide: From the user's perspective: assist and assist core need to be checked
COUNTRY/REGION: FRANCE ENTITY: BIS HOME HEALTHCARE SYMPTOMS: PThe user has an enrolled PDA SAT TC52X, but it logged out from the Google account BEFORE YOU START: For the enrolment please follow the this guide. When you receive calls, always ask the following: Depot number (ex: 11a) Confirm the model: Zebra tc52x Ask what the user sees on the pda screen: Welcome screen Google account request Launcher login window SAT app login issue normal Android screen - not enrolled anymore STEPS: Google account Accept when configuring the professional account The device isn't private , wait until you will have the opton: NEXT Google service will appear add the password : HHCWorkspaceOne! then it will ask for the step verification: select other option select Google authenticator provide the code for the corresponding email address's code form HERE:NOTE: the code changing on every 30 seconds now needs to wait a bit user will be prompt to set a screen lock code next screen, select the 1st option: Now the enrolment completed, then many app will be installed (user will lot of sounds ) LOGGING CATEGORISATION: Ticket template to be used: n\a Business service:GIO - EUS - UWP - Mobile Device Management Configuration item: (if applicable) Situation: Assignment group (if not L1): Resolution Notes: *PDA device enrolled correctly. * TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
GTS PDT device connection with pair printers with steps
English
rubert.a@as.corp.airliquide.com
76
NaN
Printing / Devices
Published
2025-05-13 9:58:44
5
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
4
2025-05-13 9:57:03
#########
NaN
BAP-COE-GTS-L2
GTS PDT device connection with pair printer User has facing the printer is not able to connect with the GTS application, then service desk team guide to below steps then the user can able to undershoot. The COE team, who had the printer, was only able to do this process. 1. 15 or 20 second Long press to the printer(MP-B30) power button, then only printer name showing to the PDT or mobile phone 2. PDT device or mobile device Bluetooth must be On 3. Pair to the Devices 4. Login to the GTS application and home screen right side corner setting button to select 5. Setting > Connections > 6. Connections> Printer > no paired the printers 7. Connections > Printer > Paired Devices... > 8. Connections > Printer > Paired Devices... > Select the printer model 9. Connections> Bluetooth Barcode Scanner > Select 10. Connections>Bluetooth Barcode Scanner > Paired Devices...>MP-B30 to select 11. Finally the Bluetooth paired to the printer MP-B30 12. GTS menu > Distribution > Delivery > Download consignment > Select Consignment > Start Of Consignment > Load Adjustment > Customers > Customer Delivery > Delivery Note Details > (Delivery or Return Barcodes scanning) > Delivery Summary > Signature > Printer pageThe orders cylinders delivered to the customers to get the printer after signature page1st one save to the order and 2nd is printer to the delivery to the orders with print 13. If the issue is occurring again, please un-pair and pair again
Application App-pool document guidelines for Developers
English
rubert.a@as.corp.airliquide.com
40
NaN
Uncategorized
Published
2025-05-14 9:35:51
4
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2025-05-14 9:31:43
#########
NaN
BAP-COE-GTS-L2
Note : Developers/Deployment team, while deploying new application or new instance for any country. Please follow the below steps Web Client or Sever build files to exact folders your local machine and move this folders in server Open the Application server to deployment to the build file Before deploying the build files to take a backup earlier one. Open the run command and type to inetmgr (or) search to the IIS in the taskbar Expand to the server add to the application to create newly To create the new application GTS To create the application JPN under the GTS as well as Under the JPN application to create the applications (GTS API, GTSWEBAPI, RC) To create the application pool each applications To create the application pool Created the application app pools To check for the Advance settings each applications The Application Pool to check to the name Each application need to check for the application name If not a application name need to add the application pool in the IIS server Every each application need to follow to the separate application pool need to follow
a@as, airliquide, app, app-pool, application, application app pool document guidelines, com, corp, developers, document, english, guidelines, pool, rubert, software
NaN
KB0027791
MIR INC0974845 - Access to the datacenter at CyrusOne Houston is down. (July 6th, 2022)
English
rummel.nieto-c@am.corp.airliquide.com
0
Lisa MATULA-SC
Uncategorized
Published
2022-10-03 14:57:25
16
Major Incident Reports
NaN
#########
NaN
GIO-EUS-Mobile Fleet Management
NaN
NaN
NaN
0
2022-07-07 1:00:32
#########
INC0974845
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Access to resources at the Cyrus One datacenter in Houston are down. INC0974845 - July 6th, 2022 Timezone : GMT-6 Total outage duration : 1 hours 41 minutes Executive Summary Classification : Major connectivity outage On July 6th, 2022 at 14:24 LT 9:24 CET INC0974845 - On July 6th, 2022 at 2:24 pm GMT-6, the customer reported that the Bombgar application hosted in a US datacenter was not reachable internally or externally: the networks inside of the Datacenter were not reachable, which impacted the OCC's ability to monitor all their industrial sites and facilities. The a priori root cause was a routing issue. The resolution of the incident consisted in disabling the primary connectivity forcing it to the backup connection. On July 6th, 2022 at 4:05 pm GMT-6, a workaround was applied, leading to a service disruption of 1 Hours 41 Minutes The action plan consists in migrating (US407) to SDWAN WAN connection.; this is followed in PRB0042989/PTASK0011714. On July 6th, 2022 at 16:05 GMT-6, a workaround was applied, leading to a service disruption of 1 Hours 41 Minutes Major steps leading to incident resolution1 July 6th, 2022 We disabled EIGRP protocol on router US407-DMVPN and automatically local traffic moved via p2p to US203, except traffic to the Internet. We had to add a default route on the core switch at US407 pointing to the core switch at US203 Initial root cause The issue could be related to a routing issue. This site is connected in two different ways, the main route connects through US407 DMVPN and the second route through P2P to US203. Actions plan .- Migrate US407 to dual SD-WAN topology VD-VD and remove failover between ALC and US407. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043542.
MAJOR INCIDENT REPORT Date : 02/14/2020 Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Network (POS Machines) - Issue - CS000023358303 INC0551170 - February 14th, 2020 Timezone : GMT Total outage duration : 3 Hours 11 Minutes Executive Summary Classification : "Major connectivity outage" On February 14th, 2020 at 16:17 GMT The RHS Vitalaire Canada sites reported an incident, affecting users trying to access the Moneris server. The symptoms of the incident were the inability of the terminals to process any transaction. The root cause was a suspected massive outage from the main Canadian ISP, Rogers in that region. But it will be difficult to confirm because the service was contracted to smaller ISPs who were not aware of the outage. The service came back up by itself On February 14th, 2020 at 19:16 GMT, the incident is resolved, leading to a service disruption of 3 Hours 11 Minutes Root cause ISP backbone issue Major steps leading to incident resolution1 February 14th, 2020 16:45 : L3 received a call regarding many sites in Canada doesn't has access to Moneris server. 17:05: Users are using Internet local breakout to reach Moneris server via NAT translation. 17:10 : L3 noticed the issue was related to ISP in each location. For some reason the ISP was blocking the NAT translation of each routers. We suspected big outage from the main Canadian ISP. 19:16 Incident was resolved by itself without network team intervention. Action Items RFP is under work to improve overall network connectivity and monitoring for Canada External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041823. Version: V1.0 Date: 03/02/2020 Author(s): Rummel NIETO-SC Service Manager validation2 Date: September 17th 2021 Approver(s): Matthieu DELOYE Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0838441 - Major Outage (November 9th, 2021)
English
rummel.nieto-c@am.corp.airliquide.com
2
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:22:36
19
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2021-11-09 16:21:34
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INC0838441
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major Outage INC0838441 - November 9th, 2021 Timezone : GMT-5 Total outage duration : 40 Minutes Executive Summary Classification : Major connectivity outage On November 9th, 2021 at 13:38 GMT Monitoring reported an incident, affecting sites across the the North East of the United States which were primarily Airgas locations. 1 country affected and impacting 33 remote sites. The symptoms of the incident were that the many sites in the North East region of the United States lost Internet connectivity due to a widespread Internet service provider outage. The a priori root cause was that an Internet service provider had a backbone outage which caused a loss of service for a large region of the United States. The resolution of the incident consisted of the Internet service provider restoring their service. On November 9th, 2021 at 14:18 GMT the service restored, leading to a service disruption of 40 Minutes Major steps leading to incident resolution1 November 9th, 2021 13:38 GMT : P1 opened Verizon ref : 2021110925928 comcast ref : 011743554 Initial root cause : US Widespread Comcast Outage. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042907.
MIR INC0956467 - The RHS datacenter is isolated from RHS sites (June 6th, 2022)
English
rummel.nieto-c@am.corp.airliquide.com
0
Lisa MATULA-SC
Uncategorized
Published
2022-09-12 14:42:50
17
Major Incident Reports
NaN
#########
NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
0
2022-06-07 1:24:14
#########
INC0956467
GIO-NET-SUPPORT L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The RHS datacenter is isolated from RHS sites INC0956467 - June 6th, 2022 Timezone : GMT-6 Total outage duration : 1 hour 40 minutes Executive Summary Classification : "Major connectivity outage" On June 6th, 2022 at 15:45 : The customer reported that approximately 50 RHS sites in Canada were not able to access critical resources in the RHS datacenter (CA324), causing the sites to lose all Internet and Intranet access. The root cause is due to an Internet Service Provider and the failover mechanism which didn't succeed properly in RHS datacenter (CA324). An additional connection was configured as workaround to restore services, leading to a service disruption of 1 Hour 40 Minutes. Major steps leading to incident resolution1 June 2nd, 2022 2022-06-02 13:10 : INC0954861 was created due to the primary WAN circuit at CA125 losing connectivity due to ISP issue. The connection did not failover to the backup due to a configuration issue. 2022-06-02 14:00 : A third backup tunnel was configured and enabled, restoring service. 2022-06-06 13:00 : The primary WAN service was restored at CA125 thanks to ISP operations. 2022-06-06 15:45 : The tunnel between CA125 and CA324 was restored to a nominal state. A routing issue occurred, causing the impact to the sites. 2022-06-06 17:25 : The tunnel was failed back to the tertiary tunnel and the primary was administratively shutdown, restoring service. Initial Root Cause A configuration issue prevented failover between CA125 and CA324. Actions plan Identify and correct the failover configuration between CA125 & CA234. Restore the nominal configuration in CA125. Migrate the remaining RHS sites to the Montreal DMVPN bubble. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043476.
Issue: When creating a pickup on Alto, it's possible to enter data, but when validating the pickup, an error message appears: "An unhandled application error occurred." Validating the pickup is therefore not possible. As the month-end approaches, could you help us?Example: on the FR_CO2_BOISSON_NORD_OUEST-I5001 context Additional comments Resolution notes: Field Customer PO can´t contain text like this: SE080124563 - 100kg - 02/04/2025 - Oublie sur la tablette. Please keep this field in blank if you don´t add a real PO number.ERROR in the logs:DataException: String or binary data would be truncated L2 Analysis: https://docs.google.com/document/d/1XVSDxRxExAEkJS76avGPQbRRJYfUVeeF2TJby3siGdg/edit?usp=sharing
ALTO GLOBAL - eDN PDF Generation - eDN PDF Archiving
English
s.fernandezbarquilla@eu.corp.airliquide.
2
NaN
Uncategorized
Published
2025-09-29 15:52:43
3
IT Knowledge
NaN
#########
NaN
ALZ - Remote Asset
NaN
NaN
NaN
0
2025-09-29 15:52:07
#########
NaN
ALZ-EU-GCS-Remote Assets-L2
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. ALTO eDN generation 2 cases in ALTO The delivery is auto set to definitive (i.e. no BR with severity error found) then the PDF is automatically generatedThe delivery has error (i.e. BR with severity error found). In that case, the PDF is sent only when the shift is set to definitive. When the Edn is generated it is placed into the FSx: ESB job is taking all the eDns for a day, zip them and send them to an archiving solution (on ESB side) + integrate them in SAP. Once the integration is done, there is a job (created by GIO) to purge them from the FSxFor the Non-SAP affiliates, it is added in a folder on Google Drive (instead of SAP) MEMO - Archiving sollution: https://docs.google.com/presentation/d/1tlXdxk5xOYRtmge9SCIzbluJMxtRJc9E08wy-GbR88I/edit?slide=id.p4#slide=id.p4 Important information:
airliquide, alto, archiving, corp, edn, english, fernandezbarquilla@eu, generation, global, pdf
NaN
KB0052667
ALTO GLOBAL - No predictability in some DZs
English
s.fernandezbarquilla@eu.corp.airliquide.
4
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 22:55:16
5
IT Knowledge
NaN
#########
NaN
ALZ - Remote Asset
NaN
NaN
NaN
2
2024-09-27 14:47:49
#########
NaN
GIO-PCI-ITSM-Global Process Manager
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. Incident INC1484812 as reference. The predictability is not shown in the dashboard in some zones. See screenshot enclosed for Denmark - All gases (LIN). Tested a DZ in BNL too and here we had the same issue (O2 ALB).from ADHOC1101655 Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. It seems the predictability is properly calculated for the customers filling properly the condition to have it: telemetry levels, good configuration, history.The last customers where the predictability was not calculated was due to a missing history after the change implemented. Now, most of the customers are properly computed (at least for forecast 2 and forecast 100).For denmark all gases, now all the customers are computed excepted for 19 (forecast on site, forecast 1 and few forecast 2 and forecast 100 that will be properly calculated in the coming days).For O2 BNL, there are 50 customers not predictable because most of them are forecast 1, some with no telemetry or forecast 100 with no telemetry as well. Please keep in mind that not all the customers can have predictability if:- they don't have telemetry levels- not enough telemetry history- not properly configured
airliquide, alto, alto customers, alto predictability, barquilla, corp, customers, dzs, english, fernandez, fernandezbarquilla@eu, global, no, predictability, saul, some
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KB0055131
ALTO Iberia - 2 vehicles with the same plate number which is clearly a mistake.
English
s.fernandezbarquilla@eu.corp.airliquide.
0
NaN
Uncategorized
Published
2025-03-24 21:07:20
3
IT Knowledge
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NaN
NaN
NaN
0
2025-03-24 21:00:33
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INC1679194
ALZ-EU-GCS-Remote Assets-L2
Follow this process: https://docs.google.com/document/d/1JNYlF6JUXwQZ6YPe8sG6CiwWsPHOGgMkn5nMnmW8VoE/edit?usp=sharing
ALTO MOBILE - Know who (userid) is currently using the AM tablet
English
s.fernandezbarquilla@eu.corp.airliquide.
0
NaN
Uncategorized
Published
2025-09-05 13:10:47
5
IT Knowledge
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NaN
ALZ - Remote Asset
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0
2025-09-05 13:08:38
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NaN
ALZ-EU-GCS-Remote Assets-L2
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. AM --- "I want to know who (userid) is currently using the tablet that I know for a fact a user logged into an especific date because I need to grab the logs". Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. Execute this query in AM Database: --if we know who was using the tablet and the date insert date and AM useridWITH dispositivo_referencia AS ( SELECT DISTINCT us.mobile_device_id FROM user_session us JOIN "user" u ON us.user_id = u.id WHERE u.login = 'wmatloob' AND us.creation_date::date = '2025-07-25'::date)--then select the timeframe of the results you wish to retrieveSELECT u2.login, us2.creation_date, us2.mobile_device_idFROM user_session us2JOIN "user" u2 ON us2.user_id = u2.idJOIN dispositivo_referencia dr ON us2.mobile_device_id = dr.mobile_device_idWHERE us2.creation_date >= '2025-07-25'::date AND us2.creation_date < '2025-09-04'::dateORDER BY us2.creation_date DESC; EXAMPLE I connected to AM Prod with ALTO L2 Support user: L2driver. Let´s see how it is reflected in the database WITH dispositivo_referencia AS ( SELECT DISTINCT us.mobile_device_id FROM user_session us JOIN "user" u ON us.user_id = u.id WHERE u.login = 'L2driver' AND us.creation_date::date = '2025-09-05'::date ) --then select the timeframe of the results you wish to retrieve SELECT u2.login, us2.creation_date, us2.mobile_device_id FROM user_session us2 JOIN "user" u2 ON us2.user_id = u2.id JOIN dispositivo_referencia dr ON us2.mobile_device_id = dr.mobile_device_id WHERE us2.creation_date >= '2025-09-04'::date AND us2.creation_date < '2025-09-06'::date ORDER BY us2.creation_date DESC; DB Outpout:
airliquide, alto, am, am user, corp, currently, english, fernandezbarquilla@eu, know, mobile, tablet, userid, using, who
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KB0041743
ALTO - Local admin cannot see other users roles
English
s.fernandezbarquilla@eu.corp.airliquide.
6
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:41
8
IT Knowledge
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NaN
NaN
NaN
NaN
0
2023-09-26 9:23:17
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INC1257195
ALZ-EU-GCS-Remote Assets-L2
Route cause: Local machine display and fonts. It impacts in ALTO UI. AS we can see in the screenshot attached (blue circle), local admin user can see roles list. Important: Test in Prod and Preprod. Resolved by ALTO Team process: https://docs.google.com/document/d/18ESEWpDg_S-EBW1DTGqj7AKYnDdh1oUat3dN5Wj7Pow/edit#heading=h.phustgen02l6
ALTO - Missing Telemetry levels Documentation (Memos): Master Data > Delivery Points: https://docs.google.com/presentation/d/1vPl1RPCZsiBuXY1-aW53logOOSe09HZ3PT71row8WPw/edit#slide=id.g29f6875fd37_0_0Alto - Telemetry configuration after import/update of a storage in ALTO (IoT4BOS telemetry only): https://docs.google.com/presentation/d/1ADvAtZUBdT90ecap6yeRPax716y_OqNlKFP5pX0X-tQ/edit#slide=id.g7265e324b6_0_227 Support and analysis: Menu: ALTOIOT4BOSCustomers ReviewLevels & AlarmsTroubleshooting ALTO How to check ALTO telemetry levels in a DP? We need the DP business code. We will use first DP (customer): S140. In ALTO click on Master Data >> Delivery Points >> Business Code (S140) >> We select DP with DP Num = 30 (Argon) >> Click on left tab Storage >> Click on the Principal storage Settings Telemetry information will appear in Telemetry Forecast menu: Next fields are required to ensure a correct comunication between IOT4BOS and ALTO, it means getting telemetry data: ALTOIOT4BOSComments Teleflo Site: ZA_PE_Ar_N2Device: ZA_PE_Ar_N2Teleflo Site in ALTO is not the Site id in IOT4BOS, it does refer to Device id Teleflo Variable: LT_AR_PCT_2Device Variable: LT_AR_PCT_2 Iot4Bos UID This filed needs to be completed. If not, something is wrong in the settings Note: Any issue with the Iot4Bos UID read this document slides 7 and 9. Checking values in ALTO We need to go to Customer Cockpit for this DP. Values in green color means forecast values, in black color are real meassures. As we can see last real meassure comes from 06/03/2024 at 09:00 with value 58,1%. Checking IOT4BOS device variables >> LT_AR_PCT_2 value: 48,12% we can confirm it is correct. IOT4BOS Next variables are mandatory: In the ASSET: - Followed variable 1 = LEVEL (truck needs to appear. It means it sends data to ALTO). It is quite important that LEVEL appears correctly. - Asset can´t be in Maintenance mode. - Tag DISPATCH needs to be properly configured. For AMEI is = DIPATCH: ALTO AMEI CUSTOMERS REVIEW Let´s analyze each customer one by one. We can use this document as reference: Note: We will see issues where ALTO is correct and local telemetry team needs to review the device. User needs to contact them, not us. SITEASSETDEVICEVARIABLE/SZA_PE HP FILL PRODUCT TANKS ZA_PE_N2 ZA_PE_AR ZA_PE_Ar_N2 LT_AR_PCT_2 (from asset ZA_PE_N2) LT_N2_PCT_1 (from asset ZA_PE_AR) Issue: Variable LEVEL is not created and properly configured in the ASSET VARIABLES tab. Next picture shows how it should appear: - LEVEL needs to be created in all devices - LEVEL needs to be declared as Followed variable 1. It needs to show the "truck" icon in order to interface with ALTO (in this case ALTO AMEI). During the issue analysis LT_AR_PCT_2 and LT_N2_PCT_1 were declared as Followed variable 1 in both assets. ******************************************************************************************************************************** SITEASSETDEVICEVARIABLE/S ZAH_UNIVERSITAS HOSPITAL UNIVERSITAS_O2_TANK_1 ZAH_UNIVERSITAS_1 LT_02_PCT_1 Issue: In ALTO appears like "ZAH_UNIVERSITAS_1" but in IoT4BOS appears like "ZAH_UNIVERITAS_1" ******************************************************************************************************************************** SITEASSETDEVICEVARIABLE/S ZA_CHOMAR CHEMICALS ZA_CHOMAR CHEMICALS N2 ZA_CHOMAR CHEM LT_N2_PCT_1 Issue: Asset is in Maintenance mode since 11-12-2023, it is probably due to that you are not receiving any levels ******************************************************************************************************************************** SITEASSETDEVICEVARIABLE/S ZA_MACSTEEL _VRN _N2 MACSTEEL VRN N2 TANK ZA_MACSTEEL_VRN_N2_ LT_N2_PCT_1 Issue: Checking the Device Events we can confirm it does not receive levels from 07/02/2024 within the variable LT_N2_PCT_1. It is not properly aligned because we are receiving 106,9% (max should be 100%). As well on the 22/01/2024, 18/01/2024 and 09/01/2024, for the 3 deliveries, the level before/after declared are too high. ******************************************************************************************************************************** SITEASSETDEVICEVARIABLE/S ZAH_POTCHEFSTROOM_HOSPITAL POTCHEFSTROOM_O2_TANK ZAH_POTCHEFSTROOM LT_O2_PCT_1 Issue: The asset POTCHEFSTROOM_O2_TANK has no tag "DISPATCH : ALTO AMEI" so the levels are not sent to ALTO ******************************************************************************************************************************** ZAH_ERMELO with variable LT_O2_PCT_1 : this one is correct in ALTO & IOT4BOS and it is receiving levels since 14/02/2024 ******************************************************************************************************************************** SITEASSETDEVICEVARIABLE/S ZAH_TONGA_HOSPITAL TONGA_O2_TANK ZAH_TONGA_HOSPITAL LT_O2_PCT_1 Issue: The asset TONGA_O2_TANK has no tag at all. It should have the tag "DISPATCH: ALTO AMEI" at least. ******************************************************************************************************************************** - ZA_MY_GAS with variable LT_CO2_PCT_2 : the last level on IOT4BOS is 29/01/2024, since there are no levels on IOT4BOS. To be checked with the local telemetry team why this one is not communicating levels to IOT4BOS- ZA_MY_GAS with variable LT_CO2_PCT_1 : same issue than below - the last level on IOT4BOS is 29/01/2024, since there are no levels on IOT4BOS. To be checked with the local telemetry team why this one is not communicating levels to IOT4BOSorking properly. I have attached a list of these customers ******************************************************************************************************************************** LEVELS & ALARMS TROUBLESHOOTING The report ALIZENT : IOT4BOS_Telemetry_Import_Errors ahows the telemetry sites whose data are not arriving correctly in ALTO We can confirm what ALTO Live Events shows from the DB with: SELECT TOP (1000) * FROM [Alto].[dbo].[vLiveEvent] WHERE EventType = 1 ORDER by Timestamp DESC
ALTO GLOBAL - Options in shift status are not available.
English
s.fernandezbarquilla@eu.corp.airliquide.
5
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:43
7
IT Knowledge
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NaN
NaN
2
2024-06-05 17:55:15
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INC1404263
ALZ-EU-GCS-Remote Assets-L2
User issue: Can't select "new", "ready for invoice" and "transfered" so no possibilty to look for shifts. Resollution: Please use Dispatch tab in which those status are available. Transport tab helps you to find shifts in the 4 key workflow statuses.
ALTO does not show all historical data (for example about deliveries) in the application. ALTO database contains some "Archive" tables who storages this details. It is logical because showing all the historical data from a simple Delivery Point in ALTO can decrease the performance With next query you can get all historical deliveries from a specific Delivery Point: SELECT DA.Created, DA.CreatedBy, DA.Updated, DA.UpdatedBy, SA.BusinessCode as "Shift", SEA.BusinessCode as "Shift Event", DA.ForecastedQuantity, DA.ForecastedDate, DA.DeliveredQuantity, DA.CustomerOrderNumber, DA.OrderDate, DA.SentMailDateDefinitive FROM Delivery_Archive as DA INNER JOIN ShiftEvent_Archive SEA ON DA.ShiftEventId = SEA.ShiftEventId INNER JOIN Shift_Archive SA ON SA.ShiftId = SEA.ShiftId WHERE DeliveryPointId = '17761307-B3E6-488E-9D53-402210CD5061' ORDER BY DA.Updated DESC
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. Related to ticket INC1470441 Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. It seems the shift was loaded firstly by a driver "b.postma". As the shift was locked on this driver, no one was able to access it anymore. In order to free the shift you can use the functionality in ALTO "free shift" and select first the shift to be free. It will refresh the name of the driver in the database (see the screenshot I attached). The shift is now closed (performed directly on ALTO). Next time, do not hesitate to use "free shift".
ALTO KB Document - Customer Service Team Document Objective: The goal of this document is to inform about the generation of the fictive deliveries with the Full Drop consideration. Document Definition: Dispatch context view in ALTO Document Execution: 1. A fictive delivery is not an actual delivery that will be carried out at a certain moment. It is a suggestion on a moment to perform a delivery on a certain date. 2. The fictive deliveries are plotted on the consumption graph of a certain delivery point in its context. 3. The fictive deliveries will always be generated when reaching the safety level. However, in order to help the dispatcher in making the decision of organizing the delivery, certain parameters can be activated. UseFullDropForFictiveDeliveries 4. In order to give further guidance to the User, the Full Drop Level Line can be drawn as well with the aid of this parameter: ShowFullDropLevelOnCustomerChart 5. A Full Drop, consists on emptying a trailer when performing a delivery. The only DPs capable of having a Full Drop delivery are the ones with installations tagged as Large Vessel (LV) and with an Accessibility of Big Tanker (BT) or Very Big Tanker (VBT). The configuration of these parameters will result in the Full Drop taken into consideration when plotting the fictive deliveries. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots.
airliquide, alto, corp, deliveries, delivery, dispatch, drop, english, fernandezbarquilla@eu, fictive, fictive delivery, full, full drop, global
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KB0056914
ALTO / ALTO Mobile - Checklist questions support
English
s.fernandezbarquilla@eu.corp.airliquide.
0
NaN
Uncategorized
Published
2025-09-03 18:16:15
3
IT Knowledge
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0
2025-09-01 17:06:08
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NaN
ALZ-EU-GCS-Remote Assets-L2
Query to check the answers in a checkist by event: USE ALTO SELECT TOP (1000) SE.BusinessCode ,CLA.CheckListAnswerId ,CLA.ShiftEventId ,CLA.CheckListQuestionId ,CLA.Answer ,CLA.StorageId FROM CheckListAnswer CLA INNER JOIN vShiftEvent SE ON SE.ShiftEventId = CLA.ShiftEventId WHERE SE.BusinessCode = 'DI1331687'
airliquide, alto, am, checklist, corp, english, fernandezbarquilla@eu, mobile, questions, support
NaN
KB0048856
ALTO - Missing access to a report in a DO (dist org)
English
s.fernandezbarquilla@eu.corp.airliquide.
8
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-09-03 17:14:02
5
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
5
2025-09-03 17:13:04
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INC1375161
ALZ-EU-GCS-Remote Assets-L2
ALTO - Missing access to a report in a DO In this case the issue comes from TUR DO. Route cause: User can´t see report from ALTO reports list view. Analysis: 1 - Check user account in ALTO. View reports role is properly assigned. 2 - Verify user can see other reports from ALTO reports list view. She can. 3- TUR DO (dist org) is not assigned to ALIT_Source_Customer_Distance report. It means users with TUR DO assigned in their role can´t see it. Resollution Assign TUR DO in the report. Click on the TUR check box and click SAVE in ALTO.
ALTO - Shift not sent from ALTO to SAP (invoicing)
English
s.fernandezbarquilla@eu.corp.airliquide.
65
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:42
8
IT Knowledge
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NaN
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NaN
NaN
11
2024-03-12 12:25:35
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NaN
ALZ-EU-GCS-Remote Assets-L2
Document Objective [Explain what the objective or purpose of this document is]. Explain how to resolve issues related a shift not sent from ALTO to SAP. Please check why DI1170840 done in ALTO on January the 11th is not sent to SAP. In this way we can not invoice to the customer and set the intercompany flow. Document Definition [Explain or add any relevant information to achieve the objective]. Previous similar tickets (if available) Permissions / Access (if required) Potential Root Cause (if available) SAP processing error or process stuck on ESB Document Execution [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. 1) Check in ALTO Database: We need to check if the delivery was successful sent to SAP using: Select Transfered From altosaseai.dbo.alto_sas_out_delivery d Where d.deliverynotenumber = 'DI1170840' Or we can check if the shift was handled: Select Handled From altosaseai.dbo.alto_sas_out_shipment s Where s.shipmentnumber = 'SI0432946' Both dates (available) means it is correct in ALTO 2) If it was transferred to SAP, we need to assign the ticket to BIS EUROPE with the route cause: SAP processing error or process stuck on ESB 3) If it was not transferred to SAP we need to check next log: http://altofront-prd-4.256327237813.eu.aws.airliquide.com:9012/api/invoicing/logs/SI0432946 We need to find a [SeverityError] This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
Issue/Rewquest: Change loading name and/or batch number Sollution:ALTO is retrieving the correct data and the application is working as expected (as well as the report).We can´t change the data.The sollution is to change the loading of the first delivery. You need to change the loading in ALTO. In this case the delivery is already transfered and we pressume the loading to the delivery too. Regarding the batch number (in case you need to change it) you can change in status NEW, Validated for planned batch number and accept it in progress/definitive status for "realized batch number'.Data can´t be modified.Thx
airliquide, alto, batch, change, corp, english, fernandezbarquilla@eu, loading, name, number
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KB0056199
ALTO Global - Location disappeared from ALTO
English
s.fernandezbarquilla@eu.corp.airliquide.
3
NaN
Uncategorized
Published
2025-06-16 16:41:11
4
IT Knowledge
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NaN
NaN
NaN
NaN
NaN
0
2025-06-16 16:38:07
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INC1741401
ALZ-EU-GCS-Remote Assets-L2
There is a job in ALTO for doing data clean up (purge) based on some defined rules.ÇIn particular what I see for this new location (transport center) is that it is not used in any planification before the purge job is executedThen the job find the events by Location and in case there are not events for a specific location, the purge job will delete the location because it does understand that it is not in use.In other case, for ALD_CF_001 there are no issues because it was used in an operation in ALTO then the purge job understands it is in use Read: https://docs.google.com/document/d/1S3F3Vy58nKnpgKOJGxx4oByKaoKCAGHYWRCrtnj6ipI/edit?tab=t.q6n4mxzbu8bb
ALTO - Connected Fleet: NoRoute Found error [Draw Route >> Vehicle Tracking Adjusted feature] Error ejecuting Draw Route >> Vehicle Tracking Adjusted feature in ALTO (shift SP0111495 used as example) Debug and Troubleshooting: Useful doc: https://docs.google.com/document/d/1f9OpwgHB37a5gfe1vTqxiLPuHg33E7O4ZTKeOU9kJCg/edit 1) Check if we received data from Infohub and the data is in the out_tenant_data_sync table (ALTO). We need to use the vehicle from the delivery in the shift. Select * from public.out_tenant_data_sync where data_json like ('%"VehicleCode":"6 WTI-835"%') order by creation_date desc To check if the data was synchronized with ALTO, you should look for the value of processing status: 2) All details from previous point need to be added to the ticket.
ALTO DP Capacity - Wrong tank capacity for customer 0014074251
English
s.fernandezbarquilla@eu.corp.airliquide.
2
NaN
Uncategorized
Published
2025-08-04 10:27:07
5
IT Knowledge
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NaN
NaN
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NaN
NaN
0
2025-08-04 10:22:05
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INC1798336
ALZ-EU-GCS-Remote Assets-L2
Hi Anissa,Let me explain to you how ALTO calculates the capacity with regards to the ticket INC1798336.ALTO use next formula to calculate the capacity ----> Formula Capacity (kg) = ([Technical Capacity] (L) x Density@UsagePressure) /1000 For your DP storage, 0014074251, we see:Technical Capacity = 5.810 L Density = 494 (for 32 bars pressure)Formula Capacity (kg) = ( 5810 * 494 ) / 1000 = 2.870,14Density comes from next information:1) Master Data >> Product >> "Raw product <--> Sales Organization"2) Filter using Sales Organization3) Select the required raw product. Ex: I40014) Double click to open the raw (needs to be SO with the raw product raw)5) Raw Product Desity In your case for BNL (SO = BEAA), Raw Product I4001 and Usage Pressure 32 Bar, the density is 494.
Extended scope allowance feature Currently in ALTO, allowances are only calculated inside a distribution organization, that is why you cannot validate an ALD shift with a GIS delivery point. That is also why deactivating the BR #C-43-29 works : allowances are not computed. Please note that we strongly advise against deactivating this kind of business rules as it can have many side effects. The extended scope allowance feature is intended to facilitate the visibility of resources (drivers, tractors, and trailers) across different distribution organizations, not to enable deliveries to customers from a different DO. Currently, the only workaround is to duplicate the delivery point in each relevant DO.
Printing from ALTO not possible in Europe (TempDB message)
English
s.fernandezbarquilla@eu.corp.airliquide.
1
NaN
Printing / Devices
Published
2025-09-03 18:09:53
4
IT Knowledge
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NaN
NaN
NaN
NaN
NaN
0
2025-09-03 18:09:07
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INC1657144
ALZ-EU-GCS-Remote Assets-L2
Description The Disptachers cannot print documents for drivers, you can see the error message enclosed. So far we have complaints from Nordics, Poland and Italy so thinking the issue is for all Europe L2 Investigation: Dear colleagues, Ticket received from Lone and it is impacting to most of the EU ALTO countries. It is the one they mentioned in the KUs chat. Information from L2 side: SQL info: https://stackoverflow.com/questions/55144119/facing-could-not-allocate-a-new-page-for-database-tempdb-because-of-insufficie Apparently the SQL forum did confirm it is not a "physical" issue in the tempDB. I did a smoke test in ALTO and I did not get the similar error printing the DN for next deliveries: SI0476103 (Italy) and SG0177975 (Nodics) and I did not get any similar error message. Log: http://altofront-prd-1.256327237813.eu.aws.airliquide.com:9002/maintenanceservice/logs/Log-Alto.Server.exe.txt Key error message: SqlException: Transaction aborted when accessing versioned row in table 'dbo.Shift' in database 'Alto'. Requested versioned row was not found. Your tempdb is probably out of space. Please refer to BOL on how to configure tempdb for versioning. DEBUG 2025-03-02 09:44:44,331 652697000ms [187] WebService - [E14C9A78-3669-44B5-8B7E-2F4CAA11DB8F] >> GET http://alto.eu.corp.airliquide.com:9002/DispatchService/Shifts/SC1210063 ERROR 2025-03-02 09:44:44,346 652697016ms [187] WebService - [E14C9A78-3669-44B5-8B7E-2F4CAA11DB8F] << GET http://alto.eu.corp.airliquide.com:9002/DispatchService/Shifts/SC1210063 in 11ms, returned: SqlException: Transaction aborted when accessing versioned row in table 'dbo.Shift' in database 'Alto'. Requested versioned row was not found. Your tempdb is probably out of space. Please refer to BOL on how to configure tempdb for versioning. at Microsoft.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakConnection, Action`1 wrapCloseInAction) at Microsoft.Data.SqlClient.TdsParser.ThrowExceptionAndWarning(TdsParserStateObject stateObj, SqlCommand command, Boolean callerHasConnectionLock, Boolean asyncClose) at Microsoft.Data.SqlClient.TdsParser.TryRun(RunBehavior runBehavior, SqlCommand cmdHandler, SqlDataReader dataStream, BulkCopySimpleResultSet bulkCopyHandler, TdsParserStateObject stateObj, Boolean& dataReady) at Microsoft.Data.SqlClient.SqlDataReader.TryHasMoreRows(Boolean& moreRows) at Microsoft.Data.SqlClient.SqlDataReader.TryReadInternal(Boolean setTimeout, Boolean& more) at Microsoft.Data.SqlClient.SqlDataReader.Read() at Dapper.SqlMapper.d__144`1.MoveNext() in /_/Dapper/SqlMapper.cs:line 1212 at System.Collections.Generic.List`1..ctor(IEnumerable`1 collection) at System.Linq.Enumerable.ToList[TSource](IEnumerable`1 source) at Dapper.SqlMapper.Query[T](IDbConnection cnn, String sql, Object param, IDbTransaction transaction, Boolean buffered, Nullable`1 commandTimeout, Nullable`1 commandType) in /_/Dapper/SqlMapper.cs:line 826 at Alto.Server.Services.Implementation.Dispatch.Dal.DispatchLoadDal.loadEntities[T](String pkName, String idColumnName, IEnumerable`1 ids, Boolean excludeDeleted) in D:\a\1\s\Alto.Server.Services.Implementation.Dispatch.Dal\DispatchLoadDal.cs:line 371 at Alto.Server.Services.Implementation.Dispatch.Dal.DispatchLoadDal.loadShifts(List`1 shiftIds) in D:\a\1\s\Alto.Server.Services.Implementation.Dispatch.Dal\DispatchLoadDal.cs:line 72 at Alto.Server.Services.Implementation.Dispatch.Dal.DispatchLoadDal.LoadShifts(ShiftContext shiftContext, IEnumerable`1 shiftIds) in D:\a\1\s\Alto.Server.Services.Implementation.Dispatch.Dal\DispatchLoadDal.cs:line 44 at Alto.Server.Services.Implementation.ServiceDispatch.loadShiftFromId(Guid shiftId) in D:\a\1\s\Alto.Server.Services.Implementation\ServiceDispatch.Dal.cs:line 1729 at Alto.Server.Services.Implementation.ServiceDispatch.LoadShift(Guid shiftId) in D:\a\1\s\Alto.Server.Services.Implementation\ServiceDispatch.cs:line 981 at Alto.WebServices.DispatchService.getShift(String shiftCode, Guid shiftId, ServiceDispatch serviceDispatch) in D:\a\1\s\Alto.WebServices\DispatchService.cs:line 366 at Alto.WebServices.DispatchService.GetShift(String shiftCode) in D:\a\1\s\Alto.WebServices\DispatchService.cs:line 288 at SyncInvokeGetShift(Object , Object[] , Object[] ) at System.ServiceModel.Dispatcher.SyncMethodInvoker.Invoke(Object instance, Object[] inputs, Object[]& outputs) at Alto.WebServices.Tools.ErrorHandlingLoggingOperationInvoker.Invoke(Object instance, Object[] inputs, Object[]& outputs) in D:\a\1\s\Alto.WebServices\Tools\LogUtilities.cs:line 173 [HelpLink.ProdName] = Microsoft SQL Server [HelpLink.ProdVer] = 13.00.6430 [HelpLink.EvtSrc] = MSSQLServer [HelpLink.EvtID] = 3958 [HelpLink.BaseHelpUrl] = https://go.microsoft.com/fwlink [HelpLink.LinkId] = 20476 [SqlQuery] = select ShiftId as Id, * from [Shift] where [ShiftId] in @ids
ALTO – SLOWNESS – PERFORMANCE - DATABASE SLOW Document Objective [Explain what the objective or purpose of this document is]. Explaining all steps to check and execute during a performance issue in ALTO: · ALTO latencies · ALTO freeze Document Definition [Explain or add any relevant information to achieve the objective]. Previous similar tickets (if available) INC1298273 Permissions / Access (if required) AWS / Database (if possible) Potential Root Cause (if available) DB Query impacting the system. Added all steps required to monitor a performance issue in ALTO. It is a global procedure to follow when we face a slowness issue. Use next link from Product Experts team (Aurelie MYSLIWIECand Ludovic DEUDON): ALTO - Specification - Debugging ALTO Document Execution [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. 1. Monitoring Analysis from a user rich client. Users (for example a dispatcher) can send us the local logs to analyze an application issue. Process to get the logs: · Task Manager · Develop ALTO process · Right Click on the second process · Open the file location · Filter by Type · Search for “Text Document” · Open “Log-DefaultDomain-Error.txt” · Retrieve the logs in error 2. Monitoring Analysis in ALTO Application. 1.1 ALTO Diagnostic 1) Open ALTO -> Administration -> Diagnostic (ALTO Monitoring area). 2) First check must be Server Calls. In this case we see 5 server calls with no CompletationDate. Something is happening in ALTO. 3) Check is Server Info. In this tab we check application servers. Application Servers are working correctly (CPU and Memory). 4) Check the Database tab. We can monitor the connections / queries etc 3. Monitoring Analysis in AWS. Service category Service Name CloudWatch Link RDS (Amazon Relational Databases) app-database01-prd-a-00-alto-mssql-dat-rdsinstance-dfdx82ycridm Link to RDS CloudWatch EC2 (Elastic Compute Cloud) Load balancer: app-a-Appli-1JFX2MO7K23CT Link to EC2 CloudWatch 2.2 RDS (AWS Relational Database) We need to monitor app-database01-prd-a-00-alto-mssql-dat-rdsinstance-dfdx82ycridm RDS. Steps: · Go RDS · Databases · App-database01-prd-a-00-alto-mssql-dat-rdsinstance-dfdx82ycridm · Supervision (CloudWatch). 2.3 EC2 (Elastic Computed Cloud) We will check the load balancers. · Search for “EC2” in search box · Click on Load Balancer The monitoring of the load balancers The instances health and monitoring 3. Logs 28/11/2023: From jump server ADMIP04 or 05 : \\altofront-1\ALTOLogs You will find the logs of all the micro services deployed on the front servers Logs from the servers · Detect if there are any “ERROR” or “FATAL” logs (general logs) · Check if there is any communication done or not (clients communication) Clients communication http://altofront-prd-1.eu.corp.airliquide.com:9002/maintenanceservice/clients http://altofront-prd-2.eu.corp.airliquide.com:9002/maintenanceservice/clients http://altofront-prd-3.eu.corp.airliquide.com:9002/maintenanceservice/clients http://altofront-prd-4.eu.corp.airliquide.com:9002/maintenanceservice/clients General logs altofront-prd-1.256327237813.eu.aws.airliquide.com:9002/maintenanceservice/logs/Log-Alto.Server.exe.txt altofront-prd-2.256327237813.eu.aws.airliquide.com:9002/maintenanceservice/logs/Log-Alto.Server.exe.txt altofront-prd-3.256327237813.eu.aws.airliquide.com:9002/maintenanceservice/logs/Log-Alto.Server.exe.txt altofront-prd-4.256327237813.eu.aws.airliquide.com:9002/maintenanceservice/logs/Log-Alto.Server.exe.txt Importante information (from L3) http://altofront-1:9002/MaintenanceService/logs/Log-Alto.Server.exe.txt ==> Alto server logs http://altofront-2:9012/MaintenanceService/logs/Log-Alto.Webserver.exe.txt ==> Alto web server logs Forecast logs, from jump server ADMIP04 or 05 : \\altoback-1\ForecastCoreLogs or \\altoback-2\ForecastCoreLogs Georouting logs, from jump server ADMIP04 or 05 : \\altoback-1\GeoroutingLogs or \\\altoback-2\GeoroutingLogs Forecast logs, from jump server ADMIP04 or 05 : \\altoback-1\TripAssistLogs or \\altoback-2\TripAssistLogs Powershell scripts : \\alto-fsx.eu.corp.airliquide.com\share\Scheduling\ALTO\SCRIPTS https://alto.eu.corp.airliquide.com:9013/api/monitoring/eDN/Check/DI1114827 ==> reason why DI1114827 has not been sent https://alto.eu.corp.airliquide.com:9013/forecast/maintenance/pending ==> forecast pending computation, refresh to see the other back server https://alto.eu.corp.airliquide.com:9013/forecast/maintenance/version ==> forecast version deployed https://alto.eu.corp.airliquide.com:9013/api/invoicing/logs/SC1043098 ==> invoicing logs of SC1043098 https://alto.eu.corp.airliquide.com:9003/maintenanceservice/clients ==> user logged, refresh to see the other front https://alto.eu.corp.airliquide.com:9003/maintenanceservice/help ==> Help of maintenance service 4. SQL Queries. Query to get “queries” or scripts running in the DB (realtime): USE ALTO SELECT sqltext.TEXT as 'Query/Script', req.session_id as 'Session id', req.status as 'Query/Script status', req.command as 'Command type', db_name(req.database_id) as 'Database', req.cpu_time as 'CPU time', req.total_elapsed_time as 'Total duration time' FROM sys.dm_exec_requests req CROSS APPLY sys.dm_exec_sql_text(sql_handle) AS sqltext WHERE req.status = 'running' ORDER BY total_elapsed_time DESC This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message.
ALTO - How to verify driver transport center changes
English
s.fernandezbarquilla@eu.corp.airliquide.
16
NaN
Uncategorized
Published
2025-09-03 18:03:26
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2025-09-03 18:01:52
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ALZ-EU-GCS-Remote Assets-L2
Background In ALTO China, the transport center for driver CHN-XUQUANXI was updated from Qingdao to Rizhao, and we need to verify this change. While the "Entity Audit Analysis" report is the standard tool for this, it lacks specific search parameters for drivers and is unavailable in the ALTO China environment. This article outlines the steps to manually check the change. Step 1: Check the Driver's Audit Trail This query helps to pinpoint the exact date, time, and user who updated the driver's transport center. After running this, we need to copy the TransportCenterId values from the ea.dataold and ea.datanew columns. Use these IDs to run the second query. Select d.BusinessCode, ea.dataold, ea.datanew, ea.login, ea.datetimeFrom entityaudit ea Inner Join driver d On ea.entityid = d.driveridWhere d.BusinessCode = 'CHN-XUQUANXI' And ea.dataold Like ('%Transport%') And ea.entitytype = 'Driver' Step 2: Verify Transport Center Details This query helps to confirm that the IDs are valid and correspond to the correct physical locations, such as Qingdao and Rizhao. Use the TransportCenterId retrieved from step 1. Select *From TransportCenterWhere transportcenterid In ('0448006f-696a-4259-a3f8-d44031fce7ff', 'ba34bfc8-3106-408a-9ef9-69aa8843ebfc') Summary By using these two queries, we can verify the person and date of a driver's transport center update.
ALTO - Customers not receiving eDN via email --> audit email sent
English
s.fernandezbarquilla@eu.corp.airliquide.
20
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:41
6
IT Knowledge
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2024-04-03 13:33:01
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INC1291415
ALZ-EU-GCS-Remote Assets-L2
Issue: Several customers are complaining on the fact they do not receive the electronic delivery notes (eDN) of some deliveries by email. A list of such deliveries is attached.Could you please help us audit that the corresponding email with the attached eDN in pdf has been correctly sent to the customers (emails for eDN linked to the customers in ALTO master data) and if not, fix the issue ? Troubleshooting: There is a report in ALTO to check if the Edn has been generated properly but there is no way to check if the customer properly received itReport: ALIT_Control_eDN_daily_status
ALTO GLOBAL - Unable to add contacts for Incident mailing list
English
s.fernandezbarquilla@eu.corp.airliquide.
8
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:45
5
IT Knowledge
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ALZ - Remote Asset
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2024-09-27 11:54:12
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ALZ-EU-GCS-Remote Assets-L2
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. Unable to add contacts for Incident mailing list Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. To create a contact in the incident types or other : 1) Master Data > Contacts > Add Contact (fill the details) > Save2) References > Incident types > Search for contact to add > Fill dispatch zone > Add The contact will be added
Issue: VDE report (AMEI), it is not pulling data. Sollution: Development team applied the correction on the report. Issue was caused due to the deletion of the field delivery.convoyVehicle on the latest release. Process: 1) Request user all information about the issue. 2) Update the ticket 3) Contact Product Delivery Manager
ALTO - Connection between temperature and pressure for Gh2 Deliveries (SM3)
English
s.fernandezbarquilla@eu.corp.airliquide.
2
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:42
8
IT Knowledge
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2024-03-06 17:15:17
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INC1366771
ALZ-EU-GCS-Remote Assets-L2
Question: Can you please tell me where is in Alto the table master data that link for Gh2 deliveries the Temperature and the pressure for the calculation of the residual quantity in sm3? Here attached the screen of one example. Merci Answer: Following our support process this kind of questions/requests has to be created as ADHOC and not as an INCIDENT. Answering your question, please refer to this ALTO Memo about Gas calculation formula.It is a high level one but it explains for each calculation method how this is working and where the data are taken from. The current standard one for italy is the slide 9. https://docs.google.com/presentation/d/1NYa-Q9rQG5_WtSILhB0p5iiK3reLx207B4oIZHgCVXg/edit#slide=id.g7265e324b6_0_227
ALTO GLOBAL - Procedure to change Fuel ave consumption on trucks
English
s.fernandezbarquilla@eu.corp.airliquide.
1
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 20:43:11
5
IT Knowledge
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ALZ - Remote Asset
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2024-09-27 15:21:33
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BHC-SUPPORT-L1
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. INC1442725 See screenshot attached.Not possible to change the field "Fuel avg consumption" in vehicle masterdata for Trucks. We can only change it for tractors.Tested on TRAILER 5 PATERNOV and MP-JG-AG-ANT-701. And validated that it's still ok on tractors - DK-1531 and Z_TT147 Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. Each vehicle is assigned to a type (Tractor or Trailer). As a truck is in both categories on ALTO, we have the "fuel avg consumption" field. To activate it on truck, first change the vehicle type from Truck to Tractor. It will also activate the "Fuel type" field.Then, put the "fuel avg consumption" and finally change it back to Truck. This logic is also applied to Mini vehicle, Rented Truck and Wagon.
In order to delete the Product Owner, the user who will perform this task, needs Product owner and Transport owner privileges. Your user has this role as Local Administrator you are in ITOT. Option to add/edit is: Important note: Product Owner has a key role in ALTO related Invoicing and it is linked to ERP (SAP). Pay attention before editing and deleting it. Additional information: Roles & Privileges list: https://docs.google.com/spreadsheets/d/1tlycLVaBoNAjGsvJaNpEgTo4pnoQ_0d15LVNDXjib2s/edit?gid=1955906521#gid=1955906521MEMO: https://docs.google.com/presentation/d/15Jx4hAoV1FYlq1rkmj9JQrcGYmnXlfb0Kl8JzyMtfZ8/edit#slide=id.g2791661c4b2_1_0https://docs.google.com/presentation/d/11t0j3oh2bcFsWeV4FojltHNJEDGZuniX61cJczPCoek/edit#slide=id.g35571c706_598
Tickets reference: INC1246054 / INC1243924 (P2) Examples: Systematic orders not created anymore OR Recurrent order customers does not appear in the order view. It was noticed by dispatcher that some order customers that has recurrent deliveries was not shown on dispatch zone "Denmark - minibulk" for deliviery Monday 4/9. F.ex COVI_GRA-41and AU BIOMEDI-42. It appears on the other days as it should. Very big risk of dry outs. Issue description: Recurrent job failed. Bug reported. Troubleshooting: Get all information from users/customers. Update the ticket. Check in ALTO Jobs (Administration -> Job Scheduler -> Job History -> Find name "recurrent" using contains option) the last status. For example: from 05/06/2023 to 06/06/2023. Update the ticket Report to L3 in case of issue. Bug resollution information (L3): The reason the recurrent deliveries were not created anymore is because of a default in the job's code linked to the ending date of recurrent deliveries.If the condition was not met, then the job stopped and no recurrent was created.
ALTO KB Document Customer Service Team This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Document Objective [Explain what the objective or purpose of this document is]. Application Installation Issue in ALTO Mobile Document Definition [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. ALTO user gets next error trying to install AM application (APK file downloaded). Document Execution [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. AM needs to be installed from Google Driver with an AL enrolled device.
ALTO MOBILE - Get driver session (active or know).
English
s.fernandezbarquilla@eu.corp.airliquide.
1
NaN
Uncategorized
Published
2025-09-05 13:49:26
3
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ALZ - Remote Asset
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ALZ-EU-GCS-Remote Assets-L2
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. In this case I am showing all historical sessions from my user "L2driver" and the first one (is_deleted = false) means I working now (online) in AM3 It helps us as well to track the different connections from a driver and be as well more specific in the troubleshooting Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. select u.login, u."name" , u.surname , md.manufacturer ,md.model,md.android_version,md.authentication_attempts , us.is_deleted, us.creation_date ,us.deletion_date from user_session us join "user" u on u.id = us.user_idjoin mobile_device md on us.mobile_device_id = md.idwhereu.login = 'L2driver'order by creation_date DESC -- INFO -- is_deleted = [v] means session not active (or is deleted = true) -- is_deleted = [] means session ACTIVE (or is deleted = false)
ALTO - Report does not appear in Google Drive folder
English
s.fernandezbarquilla@eu.corp.airliquide.
35
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:42
6
IT Knowledge
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2024-03-05 14:43:15
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ALZ-EU-GCS-Remote Assets-L2
ALTO - Report does not appear in Google Drive folder ALTO users can receive an automated/schedule report by email and this report can be allocated in a Google Drive folder. To request this automated report read KB0044855. What is required to get this report? Report needs to exist in ALTO Prod environment. Automated/scheduled task needs to be requested to ALTO Customer Service L2 team. Next user needs Editor permissions in the Google Drive folder: alto-report-export@al-bal-e0262-altobulksupplycha.iam.gserviceaccount.com Common issue: report does not appear in the Google Drive folder. How to solve it? Ask ALTO user to review if this user has Editor permissions in the Google Drive folder: alto-report-export@al-bal-e0262-altobulksupplycha.iam.gserviceaccount.com Ask ALTO user what type of drive folder is using. In case of being a shared drive, next settings are required: - Allow people outside of AIR LIQUIDE to access files. - Allow people who aren´t shared drive members to access files. Google Drive: When process is working properly, user can see the report like:
Following a driver feedback, the serial number of the delivered storage indicated in ALTO is different from that of SAP HS of the customer concerned: 0012048321 Storage serial number indicated in ALTO: 4800121502 Serial number given by the driver and confirmed in SAP: 351549 Resollution: Dear Beatrice,We close this ADHOC.Checking ALTO database we see all is good from our side. Checking the information we get from SAS (SAP) we can confirm:On 2023-09-20 21:33:27.000 we got an update into Delivery Point 0012048321 storage. Data received and inserted in ALTO is:- Storage Group Code: 000000000020184261- Storage Code: 000000000040689064We suggest opening an incident in SAP to track it and solve it.ThanksALTO Customer Service. Resollution Query: /****** Script for SelectTopNRows command from SSMS ******/ SELECT [StorageType] ,[DeliveryPointNumber] ,[Updated] ,[Created] ,[SerialNumber] ,[TelemetryId] ,[StorageGroupCode] ,[StorageCode] ,[TelemetryDeviceLocation] ,[CapacityMeasureUnit] ,[StorageUsagePressure] ,[TelefloVariable] ,[TelefloSiteDevideId] ,[UpdatedBy] ,[DistributionOrg] FROM [Alto].[dbo].[vALTOSASEAI.dbo.ALTO_SAS_IN_storage] WHERE DeliveryPointNumber = '0012048321' ORDER BY Updated DESC;
ALTO AMEI - Reset password using API (swagger) ALTO AMEI Preprod: Link: https://altoalz-pprd.eu.corp.airliquide.com:9013/micro/Authentication/swagger/index.htmlEndpoint: PUT /api/Authentication/resetPassWordField: user id (Ex: ALFRGIS\ saul.fernandezbarquilla)User will receive an email to reset the password. ALTO AMEI Prod: Same process using the prod URL: https://altoalz.eu.corp.airliquide.com:9013/micro/Authentication/swagger/index.html
ALTO GLOBAL - Procedure to regenerate the electronic delivery notes in case the e-Dn sent fails.
English
s.fernandezbarquilla@eu.corp.airliquide.
7
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 20:10:27
5
IT Knowledge
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ALZ - Remote Asset
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ALZ-AME-GCS-Remote Assets-L2
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. Some customers asked for delivery notes because they don't receive them automatically.In example:- Name: KASTEEL-20- BusinessCode: 0010895826. The issue was related to the contact management. When one contact was added on a list with several roles, the email was sent only to the first privilege on the list. Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. For the critical customers, here is the procedure to regenerate the electronic delivery notes in case the e-Dn was not properly sent to the customers:1. On ALTO, Go on "Administration", go on "ALTO Mobile Integration', add the delivery number on the field "shift event code" and search2. Select the line having the type 'ShiftEventDelivery" and click on the button "replay" (do not open the shift on dispatch > view shift to take the change into account)3. Select the line having the type 'DeliverySignature" and click on the button "replay" (do not open the shift on dispatch > view shift to take the change into account)4. Go on Dispatch > View Shift, tick the delivery that needs to have the electronic delivery note and go on "email" then "send mail". You can as well preview the electronic delivery note with "Preview e-Dn".
ALTO MOBILE - AM3 error opening shift "The driver is not assigned to the shift"
English
s.fernandezbarquilla@eu.corp.airliquide.
12
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:44
6
IT Knowledge
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ALZ - Remote Asset
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2024-06-12 11:32:43
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ALZ-EU-GCS-Remote Assets-L2
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Understand and solve the issue when a driver tries to open a shift in AM3 and gets this message: "The driver is not assigned to the shift" Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. Follow execution steps to solve the issue. Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. Follow next steps as support workarround: 1) Review driver user profile first always. 2) Review the driver in AM3 database: In the AM database you can check the "primary_driver_login" column if the column is empty or with a null value it means that any driver can open the shift, otherwise only a specific driver can open it. Use next query; SELECT primary_driver_login FROM public.shift where shift_code = 'SD0298687' As we can see, only "john.vanrossen" can see the shift in AM3. 3) Ask Product Line team to delete this primary_driver_login to ensure it is blank or null
ALTO - Romanian trailer visible in Bulgarian context
English
s.fernandezbarquilla@eu.corp.airliquide.
0
NaN
Uncategorized
Published
2025-03-21 17:37:45
4
IT Knowledge
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2025-03-21 17:34:49
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INC1667390
ALZ-EU-GCS-Remote Assets-L2
As we can see RO vehicle was added in the Bulgarian DZ through Extended scope. We deleted from BUL using the extendend scope feature then. Analysis: https://docs.google.com/document/d/1VBc5CLODYS5OjcTB7fqe1Yxnui3k3XbxtCc2eYUsM68/edit?tab=t.aitxqe56n6p0
ALTO MOBILE - Old shift appears in the driver´s tablet (AM3)
English
s.fernandezbarquilla@eu.corp.airliquide.
2
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:43
5
IT Knowledge
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ALZ - Remote Asset
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0
2024-06-05 17:44:31
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ALZ-EU-GCS-Remote Assets-L2
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Driver AM3 session shows old shifts. Ticket as reference: INC1430556 Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. Follow execution steps. It will required L3 assistance to delete the old/historical shifts in the DB. Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. We can check the integration steps in the AM3 database: SELECT * FROM public.fcm_message where message_content like '%SA1220437%' order by creation_date DESC In this case SA1220437 is cancelled. Add all details in the Business Anomaly Report and assign the ticket to L3 to delete the old shifts.
ALTO Mobile AWS - Monitoring Load Balancer & Ingress services
English
s.fernandezbarquilla@eu.corp.airliquide.
5
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-29 1:42:27
9
IT Knowledge
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ALZ - Remote Asset
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NaN
1
2024-10-07 12:16:48
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NaN
ALZ-EU-GCS-Returnable Assets-L2
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Monitoring Load Balancer & Ingress services Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. EKS Amazon Elastic Kubernetes Service (Amazon EKS) is a managed Kubernetes service that makes it easy for you to run Kubernetes on AWS and on-premises. Kubernetes is an open-source system for automating deployment, scaling, and management of containerized applications. CLUSTER A regional grouping of one or more container instances where you can run task requests. Each account receives a default cluster the first time you use the Amazon ECS service, but you may also create other clusters. Clusters may contain more than one instance type simultaneously. Ingress Ingress is an API object that manages external access to the services in a cluster, typically HTTP. More information: Ingress Documentation Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. Monitoring EKS Cluster/Ingress in AWS 1) Access to EKS and click on Clusters. 2) Check Cluster status (has to be active). 3) Checks Ingresses status. We have two Ingresses instances. One for ALTO Mobile Public access and one for ALTO private task (for example calling AM from ALTO).
ALTO GLOBAL - Trigger not properly modified is customer list is filtered
English
s.fernandezbarquilla@eu.corp.airliquide.
3
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-29 1:38:26
5
IT Knowledge
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NaN
ALZ - Remote Asset
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NaN
0
2024-09-27 12:09:22
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NaN
GIO-CS-SD-SPLUNK-L2
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. Related to INC1330381 - trigger not properly modified is customer list is filtered Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. As your customer is already in T status, all you have to do is press the number you want to give the customer. For example: if you want to filter T+6, just press 6 on your keyboard. There's no need to press T. In your example, you want to filter K_BREM_K1-M0 from T+6 to T+5: Press 5 on your keyboard, and the status will change from T+6 to T+5. There's no need to press T. If you press T, it's like a +1, so it's normal to see this customer in status T+7. For K_BERL_HZ1-M0, as this is the customer following K_BREM_K1-M0, it will automatically be assigned your "5" on the keypad. This is why it will be displayed in status T+5. Please find the documentation here : https://docs.google.com/presentation/d/1ywRDguw39AbdU0jHYQ-A0hhbJjVuDKlaXvGYVFrVmM4/edit#slide=id.g8237fd7e89_0_30
STANDARD OPERATING PROCEDURE Customer Service Team Prepared by: Rodrigo FLORES CASTILLO Application/Service ALTO Creation date: 06/08/2024 Published date: 06/08/2024 Last reviewed: 06/08/2024 Version: 1.0.0 MMS Ticket: ADHOC1091755 MMS KB Article: KB0051437 Keywords: Blocked routes This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Document Objective The purpose of this document is to instruct the technician in using HERE maps. Document Definition This document contains: · Information on the interactions ALTO has with HERE Maps · How the distances are saved in the TDM · Information on the time during which the distances are saved · How to react whenever a route is not blocked · How HERE Maps shows the forbidden routes · Where are the routes stored in the database. This document will be used as training document and procedure to use. Document Execution HERE Maps is the software used by ALTO for drawing the routes that the trucks may follow when planning a shift for delivering certain products. ALTO interacts with HERE Maps when a path is georouted. Georouting is the process of obtaining: · GPS Coordinates · Start point · End point · Speed profile With this information, HERE Maps introduces the distances into the Time Distance Matrix. The segments are saved during a period of two months. Once that period passes, the segments must be updated. The information of the routes cannot be updated manually, it has to be updated according to the period of two months HERE Maps can be accessed with this link: https://demo.routing.ext.here.com/#url=https://router.hereapi.com/v8/routes?apikey=DEFAULT_API_KEY&origin=40.321239,-3.714496&destination=39.531914,-0.317792&return=summary,polyline&spans=dynamicSpeedInfo,length,speedLimit&transportMode=truck&routingMode=fast&vehicle[shippedHazardousGoods]=combustible,gas,flammable,explosive&vehicle[grossWeight]=40000&vehicle[weightPerAxle]=7500&vehicle[height]=350&vehicle[width]=254&vehicle[length]=1800&vehicle[tunnelCategory]=C&vehicle[axleCount]=5&vehicle[type]=tractor&vehicle[trailerCount]=1&departureTime=any&lang=en-US When opening HERE Maps, the main window is shown like this: It is possible to verify the available routes by introducing an origin and a destination in the left tab: When clicking on the button with the circled truck, it is possible to check the blocked routes. A route may be blocked with the aid of a bounding box with a right click on the map and selecting the Add Avoid Bounding Box option The blocked routes are saved in the database in the table REFAVOIDAREA select top 100 * from refavoidarea When a route that should be blocked is not blocked or any incident related to HERE Maps comes along, it must be escalated to the Product Line.
STANDARD OPERATING PROCEDURE Customer Service Team Prepared by: Rodrigo FLORES CASTILLO Application/Service ALTO Creation date: 12/09/2024 Published date: 12/09/2024 Last reviewed: 12/09/2024 Version: 1.0.0 MMS Ticket: INC1496502 MMS KB Article: Keywords: MDM, Error Message, ALTO Mobile This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Document Objective The purpose of this document is to provide the service experts with a procedure whenever certain error messages are displayed in ALTO Mobile. Document Definition This document contains: · Procedure for handling incidents with error messages Document Execution ALTO Mobile prompts certain error messages that are standard. These messages appear every time certain rules related to the roles of the drivers and the Organization Level access are violated. The devices are managed by GIO through a software known as Mobile Device Management (MDM). An example of a message from MDM can be seen in the screenshot below: The message is Sorry, you are not entitled to use this app. Please contact your IT Administrator. Whenever this error message or another unknown message is displayed, the following course of action must be carried out: 1. Check the log files in AWS, particularly in the data publishing log group. 2. Confirm with the Local Developers whether this is a standard error from AM3 or not. 3. If the error message is not logged, and the Local Developers confirm that it is not an error message from AM3. Route this incident to the following Assignment Group: GIO-EUS-GOPS-WORKSPACEONE-L3
Additional comments Resolution notes: Issue comes from the maildelivery.docx template.Error in the logs:WARN 2025-04-09 17:10:30,640 91161790ms [GC.GTP.#1] s.fernandezbarquilla@eu.corp.airliquide.com - --- Can't send email for CALDAS RAI-10, template SPM.PT.maildelivery.docx does not existMEMO: https://docs.google.com/presentation/d/1q57wMoHID6FeuPA0ufCBY3WHWSt1UUJndnHLAT1pWdE/edit?slide=id.g8065a285e5_0_43#slide=id.g8065a285e5_0_43
Description SP 10935351 LAB. ESPINOS I BOFILL, splitting 12 GRUP LÍQ./ON-SITE/CARGA+RESTO JUNTO, sin número de pedido en contrato de líquido (nuevo contrato en marzo, el anterior tampoco tenia numero), los pedidos de líquido unas veces llevan número y otras no y cuando llevan número es distinto uno de otro Resolution notes:Hola, ya está claro, el pedido lo tienen que dar en cada entrega y el equipo de Elisa tiene que incluirlo a mano directamente en ALTO******PO needs to be assigned manually in ALTO for each delivery
airliquide, alto, contract, corp, english, fernandezbarquilla@eu, liquid, no, number, order, po
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KB0056975
ALTO GLOBAL - Checking an order in MyInstallation Healthcare Portal
English
s.fernandezbarquilla@eu.corp.airliquide.
3
NaN
Uncategorized
Published
2025-09-11 13:52:57
3
IT Knowledge
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NaN
ALZ - Remote Asset
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0
2025-09-11 13:52:46
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NaN
ALZ-EU-GCS-Remote Assets-L2
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Checking an order in MyInstallation Healthcare Portal Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. ALTO GLOBAL - Checking an order in MyInstallation Healthcare Portal Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. URL MyInstallation Customer Portal Health Care: https://myinstallations-medical.airliquide.com/spain/#/login DP: 0010895892 Order: OA0121035 (Next screen shows the email sent by MyInstllation to the final customer and operations). In MyInstallation Portal we find by DP (ship_to). Let´s check the deliveries In this case we can confirm: Some important details: Commercial Product: I4100RG. It appears in ALTO -> Master Data >> Product >> Commercial ProductIt appears in MyInstallation App (Desktop):
ALTO - Automated & scheduled Google Drive Report in ALTO.
English
s.fernandezbarquilla@eu.corp.airliquide.
61
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:42
17
IT Knowledge
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0
2024-03-05 13:02:10
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ADHOC1042282
ALZ-EU-GCS-Remote Assets-L2
Process to explain how to request a new automated Google Drive report in ALTO Customer Service Team manages this process. For more technical information read CS ALTO L2 SOP Link Objective: Report needs to exist in ALTO Prod before requested the automation and schedule. User will receive an email with a link to open the report (excel format). Report will be hosted in a Google Drive (requested by user). Important: - This user needs Editor permissions in the Google Drive folder: alto-report-export@al-bal-e0262-altobulksupplycha.iam.gserviceaccount.com Process: 1) User needs to create a MMS ticket and attach this template with all details requested: https://docs.google.com/spreadsheets/d/1fPyht7jRtikaT1hnCBSQqeNu1aYB9ms00vW5IiGxizg/edit?usp=sharing 2) Customer Service ALTO L2 Team will request GIO L3 (Reda) to create the script on ALTO. CS Team needs to complete next template: ALTO - GIO Autosys Scheduling Template 3) Customer Service ALTO L2 Team will request to GIO L2 to automate the job in Autosys - Link to MMS to request it: MMS ticket access - GIO L2 Contact Team Email: GIO.PROD-SCHEDULING-L2@airliquide.com Report email looks like: Google Drive report looks like: Troubleshooting: Report does not appear in Google Drive folder: Read KB0044858
ALTO GLOBAL - Shift not sent from ALTO to SAP (invoicing).
English
s.fernandezbarquilla@eu.corp.airliquide.
98
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:44
5
IT Knowledge
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NaN
ALZ - Remote Asset
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NaN
32
2024-06-05 18:29:03
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NaN
ALZ-EU-GCS-Remote Assets-L2
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Explain how to resolve issues related a shift not sent from ALTO to SAP. Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. Please check why DI1170840 done in ALTO on January the 11th is not sent to SAP. In this way we can not invoice to the customer and set the intercompany flow. Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. Check in ALTO Database: We need to check if the delivery was successful sent to SAP using: Select Transfered From altosaseai.dbo.alto_sas_out_delivery d Where d.deliverynotenumber = 'DI1170840' Or we can check if the shift was handled: Select Handled From altosaseai.dbo.alto_sas_out_shipment s Where s.shipmentnumber = 'SI0432946' Both dates (available) means it is correct in ALTO If it was transferred to SAP, we need to assign the ticket to BIS EUROPE with the route cause: SAP processing error or process stuck on ESB If it was not transferred to SAP we need to check next log: http://altofront-prd-4.256327237813.eu.aws.airliquide.com:9012/api/invoicing/logs/SI0432946 We need to find a [SeverityError]
#D-53-05d - The delivered quantity exceeds the trailer capacity (w/o tolerance).
English
s.fernandezbarquilla@eu.corp.airliquide.
2
NaN
Uncategorized
Published
2025-09-03 16:31:53
5
IT Knowledge
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NaN
NaN
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NaN
NaN
0
2025-09-03 16:30:45
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INC1814284
ALZ-EU-GCS-Remote Assets-L2
#D-53-05d - The delivered quantity exceeds the trailer capacity (w/o tolerance). What #D-53-05d means? >>> Queries and definition Definition Product: Liquid and Gaseous Event Type: Delivery DO Parameter: Tolerance_Quantity_Trailer Input Data: For gaseous deliveries : deliveredQuantity = delivery.DeliveredQuantity trailerCapacity = trailer.Capacity For liquid deliveries : deliveredQuantity = delivery.MassDeliveredQuantity trailerCapacity = trailer.MassCapacity For both : toleratedTrailerCapacity = trailerCapacity * (1 + Tolerance_Quantity_Trailer/100) Queries Let´s get the DB data. Using as example a delivery with id: DI1331797 USE ALTO SELECT TOP(100) SE.FlagCancelled as "Cancelled? (O: No, 1: Yes)", D.MeasureBefore as "Measure Before", D.MeasureAfter as "Measure After", V.Name as "Trailer Used (exist?)", D.DeliveredQuantity as "Delivered Quantity", S.IsGaseousShift as "1: Gas 0: Liquid", D.DeliveredQuantity as "deliveredQuantity value for Gas type", V.Capacity as "trailerCapacity value for Gas type", D.MassDeliveredQuantity as "deliveredQuantity value for liquid type", V.MassCapacity as "trailerCapacity value for Liquid type" FROM Delivery D INNER JOIN ShiftEvent SE ON D.ShiftEventId = SE.ShiftEventId INNER JOIN Vehicle V ON D.UsedTrailerId = V.VehicleId INNER JOIN Shift S ON S.ShiftId = SE.ShiftId WHERE SE.BusinessCode = 'DI1331797' Let´s get the parameter required: Tolerance_Quantity_Trailer SELECT TOP (1000) DO.Name1 as "DO Id", PVO.ParameterValue as "Tolerance_Quantity_Trailer value" FROM ParamValueForOrganization PVO INNER JOIN Parameter P ON PVO.ParameterId = P.ParameterId INNER JOIN DistributionOrganization DO ON DO.DistributionOrganizationId = PVO.OrganizationId WHERE P.Name = 'Tolerance_Quantity_Trailer' What #D-53-05d means? >>> Read attached PDF.The delivered quantity exceeds the trailer capacity (w/o tolerance).Steps you need to check and manage for Italy:1) Tolerance_Quantity_Trailer:In case of shift SI0493417, with delivery affected DI1331797, belongs to DO = ITOT. In this DO we use the key parameter called Tolerance_Quantity_Trailer. For ITOT = 20.According with the formula executed for this business rule: toleratedTrailerCapacity = trailerCapacity * (1 + Tolerance_Quantity_Trailer/100) -> toleratedTrailerCapacity = 25.500 * (1 + (20 / 100)) -> 25.500 * (1 + 0,21) -> 25.500 * 1,21 -> 30855kg as tolerated trailer capacity.Note: Considering trailer CP37000/12 XA474YL is the one used for DI1331797 with a capacity of 25.500.2) Mandatory details when business rule is executed:Delivery details from DI1331797:Measure Before: 42940Measure After: 17120DeliveredQuantity: 25820MassDeliveredQuantity: 25820In case of liquid deliveried ALTO considers:deliveredQuantity = delivery.MassDeliveredQuantity -> 25820trailerCapacity = trailer.MassCapacity -> 25500Business rule code in ALTO:#D-53-05d SeverityWarning The delivered quantity exceeds the trailer capacity (w/o tolerance). Liquid and Gaseous Delivery Tolerance_Quantity_Trailer For gaseous deliveries :deliveredQuantity = delivery.DeliveredQuantitytrailerCapacity = trailer.CapacityFor liquid deliveries :deliveredQuantity = delivery.MassDeliveredQuantitytrailerCapacity = trailer.MassCapacityFor both :toleratedTrailerCapacity = trailerCapacity * (1 + Tolerance_Quantity_Trailer/100) ShiftType is a deliveryANDShiftEvent is a deliveryANDDelivery is not cancelled by customerANDMeasureBefore delivery is not nullANDMeasureAfter delivery is not nullANDTrailer used for delivery existsANDdeliveredQuantity > trailerCapacityANDdeliveredQuantity <= toleratedTrailerCapacity 2.4.3.0
ALTO GLOBAL - Trailer with red lines in ALTO timeline.
English
s.fernandezbarquilla@eu.corp.airliquide.
7
NaN
Uncategorized
Published
2025-09-03 18:13:16
4
IT Knowledge
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ALZ - Remote Asset
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NaN
0
2025-09-03 18:12:26
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INC1612021
ALZ-EU-GCS-Remote Assets-L2
ALTO KB Document - Customer Service Team Document Objective: [Explain what the objective or purpose of this document is]. Document Definition: [Explain or add any relevant information to achieve the objective: ALTO module, functionality, users affected etc]. Document Execution: [Explain what steps need to be executed to achieve the objective]. * In case of escalating the ticket please add an escalation process and escalation team. * Add all relevant information and screenshots. Description I have problem with one trailer on dispatch zone. Dispatcher see red lines for one of the newest trailers, as I checked in memo this should be visible when we set something in master data - vehicle's opening calendar, but as I see in master data everything looks ok and trailer seems to be available all the time. Please see attached screensho Sollution: "Dispatch Center" and/or "Dispatch Zone" missing in/or TRXXXX or TAXXXXX
ALTO GLOBAL - Recurrent Deliveries Creation and Monitoring
English
s.fernandezbarquilla@eu.corp.airliquide.
2
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:44
6
IT Knowledge
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ALZ - Remote Asset
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NaN
1
2024-09-04 18:27:37
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ALZ-EU-GCS-Remote Assets-L2
ALTO KB Document - Customer Service Team Document Objective: Recurrent deliveries process explanation (easy to execute). Document Definition: Recurrent deliveries process: Step 1 : create the recurrent in the dp master dataStep 2 : launch manually the job for the recurrent in the Job schedulerStep 3 : if the job is successfull, re open the context or refresh Note: Operations users do not execute the job in ALTO (it is just an IT task). Document Execution: Step 1 : create the recurrent in the dp master data Go to: Master Data > Delivery Point > Distribution tab > Find RD area Step 2 : launch manually the job for the recurrent in the Job scheduler Step 3 : if the job is successfull, re open the context or refresh
Please take a look into this video where I explained the issue (sigantures) in the last deliveries shared by you.https://drive.google.com/file/d/1dFn7qCyU3usLUgq14wBbpqa3glqxZJhO/view?usp=sharingBelow a detailed analysis: DD1037679Alto.WebServices.Entities.Dispatch.DeliverySignatureRequest, Alto.WebServices.Entities{"AltoMobileUserId":"c9e041d3-dff3-422d-9263-e3bd3d794889","BusinessCode":"DD1037679","CommentSignatureImpossible":"client absent ","DriverName":"d.vergottini","DriverSignatureB64":null,"SignatureB64":null,"SignatureContactName":"client absent "}DD1039949Alto.WebServices.Entities.Dispatch.DeliverySignatureRequest, Alto.WebServices.Entities{"AltoMobileUserId":"c9e041d3-dff3-422d-9263-e3bd3d794889","BusinessCode":"DD1039949","CommentSignatureImpossible":"client absent ","DriverName":"d.vergottini","DriverSignatureB64":null,"SignatureB64":null,"SignatureContactName":"client absent "}DD1042282Alto.WebServices.Entities.Dispatch.DeliverySignatureRequest, Alto.WebServices.Entities{"AltoMobileUserId":"df142594-5fce-4176-9d3f-204fe622424d","BusinessCode":"DD1042282","CommentSignatureImpossible":"","DriverName":"Bill ","DriverSignatureB64":null,"SignatureB64":null,"SignatureContactName":""} 2025-03-21 10:34:27 - Anissa HAIK Additional comments reply from: anissa.haik@airliquide.comHi Saul,Is it the same case for the following deliveries? It's another customer whohas the same issue.DD1037679DD1039949DD1042282Kind Regards,*Anissa Haik**Air Liquide **Industries **Benelux - **Industrial Merchant*Bulk Dispatch ExpertM: +32 (0)470 90 28 90E. anissa.haik@airliquide.com On Tue, Mar 18, 2025 at 5:08 PM Service Desk wrote:> Incident on Hold>> Hello Anissa,>> The following update has been added to your Incident.>> ------------------------------> *2025-03-18 17:07:31 CET - s.fernandezbarquilla@eu.corp.airliquide.*> Additional comments> Anissa,>> In this MEMO all information with regards the eDN:>>> https://docs.google.com/presentation/d/1P9RA8sWG0iPdT-TEZDeRCoGIwywTP31_S6M6OodD7pU/edit?slide=id.g8c3b4fe74d_0_40#slide=id.g8c3b4fe74d_0_40>> As you can see in the slide 6 it explains the information and confirms> ALTO requires the integration of the signatures for the eDN.>> Thx> ------------------------------> *2025-03-18 16:42:24 CET - s.fernandezbarquilla@eu.corp.airliquide.*> Additional comments> Anissa,>> Signature is required.>> As you can see in one of the key logs we use to track the eDN issues, we> can confirm these ones were not sent. For example DD1038229, that is one> the eDN you can download from AL page.>> {"businessCode":"DD1038229","errors":["No HHC integration","Delivery has> no signature","DeliveryNoteArchivePath not configured in config file"]},>> Let us know if it helps> Thx> ------------------------------> *2025-03-18 13:55:49 CET - Anissa HAIK* Additional comments> reply from: anissa.haik@airliquide.com>> Hi Saul,>> So if I understand correctly. If the driver doesn't add a signature the eDn> is not triggered?> Does it concern the driver's signature or the customer's signature?>>> Kind Regards,> *Anissa Haik*>> *Air Liquide **Industries **Benelux - *> *Industrial Merchant*Bulk Dispatch Expert>> M: +32 (0)470 90 28 90> E. anissa.haik@airliquide.com >>>>> On Tue, Mar 18, 2025 at 1:25 PM Service Desk > wrote:>> > Incident on Hold> >> > Hello Anissa,> >> > The following update has been added to your Incident.> >> > ------------------------------> > *2025-03-18 13:24:51 CET - s.fernandezbarquilla@eu.corp.airliquide.*> > Additional comments> > An example of how a signature done figures and comes from ALTO Mobile> >> > Alto.WebServices.Entities.Dispatch.DeliverySignatureRequest,> > Alto.WebServices.Entities> >> >> {"AltoMobileUserId":"9cd64406-9532-4f4c-a8b7-cd5aa8feafbb","BusinessCode":"DA1540054","CommentSignatureImpossible":"","DriverName":"El> >> Jaci","DriverSignatureB64":"iVBORw0KGgoAAAANSUhEUgAAAlgAAAGQCAYAAAByNR6YAAAAAXNSR0IArs4c6QAAAARzQklUCAgI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\nYwNHR0c4Ojq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hIdi5cydu376NgoIC6OnpQVtbG3p6enBycoK7uzvc3Nzg7u7+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\nwAIAiP0CBNN9A87\/7f4AAAAASUVORK5CYII=\n","SignatureB64":"iVBORw0KGgoAAAANSUhEUgAAAlgAAAGQCAYAAAByNR6YAAAAAXNSR0IArs4c6QAAAARzQklUCAgI\nCHwIZIgAACAASURBVHic7N15QI1pHzfwbxEpKqQsjWKmLBnZY0QGGVnLKFmTMCjZJoTsa6Vsjy1l\nK1uiiCJFSBlSkWylDZVWraez3e8fzzve1zMYOvc59zn1+\/yp0+\/6jsk5v677WpQYhmFACCGEEEJY\no8x1AEIIIYSQuoYaLEIIIYQQllGDRQghhBDCMmqwCCGEEEJYRg0WIYQQQgjLqMEihBBCCGEZNViE\nEEIII...
Customer Andrenverken 13259934 has a wrong forecast
English
s.fernandezbarquilla@eu.corp.airliquide.
2
Saul FERNANDEZ BARQUILLA
Uncategorized
Published
2025-07-28 16:58:41
7
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
0
2023-09-11 8:23:05
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INC1248508
ALZ-EU-GCS-Remote Assets-L2
NOTE: This issue was caused by a Telemetry DALIA P2 (INC1248252). ALTO did not receive the telemetry values. Customers with Forecast type = Telemetry were affected. Support Process: 1) Manage properly the ticket. Keep user informed we are working on it always. 2) Review forecast type. 3) In case of Forecast telemetry check settings in ALTO and Iot4BOS 4) In case of being all values correct contact Iot4BOS team. For example DALIA values could be affecting or we are not getting them in ALTO.
MIR INC0543557 - AME - (P1- KITE Outage - Levy RIVERA) (January 27th, 2020)
English
sachith.dhiwan@eu.corp.airliquide.com
2
Jerome BACHELERIE
Uncategorized
Published
2025-02-13 14:55:20
10
Major Incident Reports
NaN
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NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
0
2020-01-27 20:55:48
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NaN
GIO-EUS-GOPS-DWP-L2
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AME - KITE Outage INC0543557 - January 27th, 2020 Timezone : GMT Total outage duration : 1 Hour 36 Minutes Executive Summary Classification : Major business apps outage On January 27th, 2020 at 18:30 GMT, 13:30 local time; users reported an incident, affecting Google Drive access globally (internal & external) The symptoms of the incident were Google Drive documents were not available for some users. There is no internal root cause as this was a vendor outage imparting all Google customers globally. The resolution of the incident consisted of a high priority ticket opened to Google who performed the service restoration. On January 27th, 2020 at 19:55 GMT, 14:55 local time; the incident is resolved, leading to a service disruption of 1 Hour 36 Minutes A priori root cause Root cause not communicated by Google External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041771. Version: V1.0 Date: Author(s): Sachith DHIWAN-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Jul. 20th 2020 Approver(s): Jerome BACHELERIE Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
GIO-Cloud Services Knowledge Base | KB Article for Stooping and Starting SAPROUTER
English
sairohith.gadarla@eu.corp.airliquide.com
8
Jaya Venkata Satya Pavan Kumar JONADA-SC
Uncategorized
Published
2025-07-28 19:12:58
7
IT Knowledge
NaN
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NaN
NaN
NaN
NaN
NaN
6
2023-06-13 11:30:59
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NaN
GIO-CS-SD-SAP APPS-L2
Pre-requisites: Stopping the - SAAI-SAPRP01 1.Log into putty and goto ctr SAAI-SAPRP01 NO_ADMINPASS2.Goto path cd /admin/local3.Check the process ps -ef | grep -i sap4.Execute the command run ./stopallSAPROUTER Resolution Steps: Starting the - SAAI-SAPRP01 1.Excute the comman ./startallSAPROUTER2.Check the process by using the command ps -ef | grep -i sap
GIO-Cloud Services Knowledge Base | KB Article for not able to collect trace
English
sairohith.gadarla@eu.corp.airliquide.com
1
Jaya Venkata Satya Pavan Kumar JONADA-SC
Uncategorized
Published
2025-07-28 19:12:59
6
IT Knowledge
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2023-11-22 15:35:56
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GIO-CS-SD-SAP APPS-L2
Pre-requisites: 1.Goto tcode st12 execute and enable the trace.2.To check the trace analysis, click on the user and select the sql summary.3.Get error No sql statement sum found in analysis. Resolution Steps: 1.Goto tcode st01 check any existing trace and click on trace off to stop active traces 2.Goto tcode st12 execute and enable the trace.3.To check the trace analysis click on the user and select the sql summary.
able, airliquide, article, base, collect, com, corp, english, gadarla@eu, gio-cloud, jaya, jonada-sc, kb, knowledge, kumar, not, pavan, sairohith, satya, services, sql, st12, st12 not able to see trace sql summary, summary, trace, venkata
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KB0055896
KB ARTICLE FOR ST22 DUMPS
English
sairohith.gadarla@eu.corp.airliquide.com
11
NaN
Uncategorized
Published
2025-05-20 11:09:14
3
IT Knowledge
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0
2025-05-20 11:08:52
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GIO-CS-SD-SAP APPS-L2
Pre-requisites : 1.Goto st22 and check the dump information2.Check the dumps which are generating every few minutes and analyze the dumps. Resolution: 1.Check for the relevant SAP notes in service marketplace.2.Based on analysis send mail to the appropriate functional or technical team.
GIO-Cloud Services Knowledge Base | KB Article for SAP GUI issue
English
sairohith.gadarla@eu.corp.airliquide.com
0
Jaya Venkata Satya Pavan Kumar JONADA-SC
Uncategorized
Published
2025-07-28 19:12:59
6
IT Knowledge
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0
2023-09-04 18:18:37
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GIO-CS-SD-SAP APPS-L2
Pre-requisites : 1.Log into SAP GUI.2.Goto tcode se16 and browse any table.3.Check the filters related to the table.4.Check any fields which are missing. Resolution Steps : 1.Goto SAP GUI options.2.Click on visual design and check the theme if it is Belize or Quartz themes then we have to change the theme to blue crystal or SAP signature theme.3.Click on OK and restart the SAP GUI.
GIO-Cloud Services Knowledge Base | KB Article for issue for sost mail
English
sairohith.gadarla@eu.corp.airliquide.com
5
Jaya Venkata Satya Pavan Kumar JONADA-SC
Uncategorized
Published
2025-07-28 19:12:59
9
IT Knowledge
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1
2023-09-06 17:37:50
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GIO-CS-SD-SAP APPS-L2
Workaround / one-time solution (no permanent fix) Pre-requisites : 1.Goto tcode sost and select the option sender.2.Give the username in the user filed and click on execute.3.We will find the mail which are in error state. Resolution Steps: 1.Goto tcode sost and select the option sender.2.Give the username and execute.3.We need to select the error mail and click on resend.
GIO-Cloud Services Knowledge Base | KB Article for editing the patner profile in we20
English
sairohith.gadarla@eu.corp.airliquide.com
0
Jaya Venkata Satya Pavan Kumar JONADA-SC
Uncategorized
Published
2025-07-28 19:12:59
6
IT Knowledge
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0
2023-09-14 15:36:53
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GIO-CS-SD-SAP APPS-L2
Pre-requisites : 1. Goto transaction code we202. Select partner profile to be edited. Resolution Steps : 1. Goto transaction code we202. Select partner profile and click on edit.3. Doble click on the outbound parameters, it will goto next screen.4. Change the port to the target port and click on save.
GIO-Cloud Services Knowledge Base | KB Article for resetting user buffer
English
sairohith.gadarla@eu.corp.airliquide.com
0
Jaya Venkata Satya Pavan Kumar JONADA-SC
Uncategorized
Published
2025-07-28 19:12:59
6
IT Knowledge
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NaN
NaN
0
2023-08-07 18:42:37
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GIO-CS-SD-SAP APPS-L2
Pre-requisites : 1.Goto sm59 and select DTIBCO_HIGH,DTIBCO_LOW,DTIBCOCRIT.2.Check the connection test. if not working reset the user buffer reset. After OUA refresh activity.3.Please follow snote 3233636 for refrence Resolution Steps : 1.Execute the report RSUSR405 with the option for completely building the user buffer.2.Call transaction SU56 with the action 'Authorization Values -> Reset User Buffer (Client)'.
MIR INC0585526 - The site is down - 2005G43904 [E2] (May 18th, 2020)
English
salim.tahri@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:07
14
Major Incident Reports
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0
2020-05-18 21:47:14
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GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down - 2005G43904 [E2] INC0585526 - May 18th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 6 Hours 27 Minutes Executive Summary Classification : "Major connectivity outage" On May 18th, 2020 at 13:19 GMT The SFR supervision tool reported an incident, affecting all users of the BS0 site : OBERHAUSEN LIPPERFELD - DE017 in Germany The symptoms of the incident were total loss of service The a priori root cause was a major outage in the ISP's network (OBS) The resolution of the incident was effective when the OBS network went back up again. On May 18th, 2020 at 19:47 GMT, the incident is resolved, leading to a service disruption of 6 Hours 27 Minutes Major steps leading to incident resolution1 May 18th, 2020 15:19 : The ticket was created. 15:22 : The ticket was assigned to a L1 engineer , and he started checking 15:26: We called the Local contact , the customer has lost the connexion for 5 min, and it's been resolved 15:28: We started our checks to confirm that all the devices on the site were UP 21:47: We confirm that the site was completely UP, and we close the ticket Initial root cause Major outage at ISP Level External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041960.
18th, 2005g43904, 2020, airliquide, bis, bis europe, com, corp, down, e2, english, europe, giddey-sc, inc0585526, may, mir, salim, site, tahri@am, tim
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KB0018858
MIR INC0645368 - The site is down - 2010W90114 (October 21st, 2020)
English
salim.tahri@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:09
11
Major Incident Reports
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0
2020-10-21 22:32:41
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GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down - 2010W90114 INC0645368 - October 21st, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 2 Hours 52 Minutes Executive Summary Classification : "Major connectivity outage" On October 21st, 2020 at 17:40 GMT Monitoring reported an incident, affecting the site of GELSENKIRCHEN - DE034 and impacting all users still in the premises The symptoms of the incident were total loss of connectivity. The a priori root cause was and issue with the OBS lines. The resolution of the incident consisted in waiting for the lines to come back up. A RFO has been requested On October 21st, 2020 at 20:32 GMT, the incident is resolved, leading to a service disruption of 2 Hours 52 Minutes Major steps leading to incident resolution1 October 21st, 2020 17:40 : Incident Opened 17:47 : Checks ongoing, confirmed that both OBS router are down 17:56 : Ticket Raised to OBS 18:09 : After trying to reach the customer for primary checks (the 3rd contact confirmed that there is no one onsite), an email has been sent. 18:12 : OBS confirmed that there is no issue on their network 19:31 : The site is UP, after checking the logs there was a line issue October 22nd 06:58: RFO from OBS: The incident is resolved after both lines reset from the DSLAM Initial root cause 19:31: Line Issue Actions plan Item, owner Item, owner External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042174.
2010w90114, 2020, 21st, airliquide, bis, bis europe, com, corp, down, english, europe, giddey-sc, inc0645368, mir, october, salim, site, tahri@am, tim
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KB0017278
MIR INC0586176 - The site is down - 2005G86251 (May 19th, 2020)
English
salim.tahri@am.corp.airliquide.com
0
Tim GIDDEY-SC
Uncategorized
Published
2021-11-09 10:12:25
16
Major Incident Reports
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0
2020-05-19 23:46:03
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GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down - 2005G86251 INC0586176 - May 19th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 6 Minutes Executive Summary Classification : "Major connectivity outage" On May 19th, 2020 at 20:39 GMT The SFR supervision tool reported an incident, affecting all users of the BS0 site : OBERHAUSEN LIPPERFELD - DE017 in Germany The symptoms of the incident were total loss of service The a priori root cause was a major outage in the ISP's network (OBS) The resolution of the incident was effective when the OBS network went back up again. The a priori root cause was a Major outage at ISP Level The resolution of the incident consisted in waiting for the major outage to be fixed On May 19th, 2020 at 21:46 GMT, the incident is resolved, leading to a service disruption of 1 Hour 6 Minutes Major steps leading to incident resolution1 May 19th, 2020 22:39 : The ticket was created. 22:43 : The ticket was assigned to a L1 engineer , and he started checking. 22:44 : We called OBS to let them know about the issue with indicating that it happened for the second time in 24hours. 23:08 : We noticed that the site got UP and we started our checks to confirm that all the devices on the site were UP. 23:13 : We confirmed that the site was completely UP. 23:45 : We requested an RFO from OBS. 23:46 : We closed the ticket. Initial root cause Major outage at ISP Level Actions plan Item, owner Item, owner External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041962.
19th, 2005g86251, 2020, airliquide, bis, bis europe, com, corp, down, english, europe, giddey-sc, inc0586176, may, mir, salim, site, tahri@am, tim
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KB0042235
Connect to Google applications with Okta Verify on Android
English
sam.vourch@eu.corp.airliquide.com
271
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 21:32:09
36
myITcorner
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10
2023-10-18 14:36:24
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GIO-EUS-GOPS-WORKSPACEONE-L3
This document describes how to connect your mobile (tablet or smartphone) to Google applications such as Kite (as to have access to your emails, your calendars and your contacts on your mobile phone). Note: All apps will be synchronized after the enrollment. By enrolling the device to the Air Liquide Device Management solution you agree to the terms and conditions mentioned in excerpts below: (Full agreement available here after enrollment) Prerequisites Your Android mobile device (phone or tablet) Access to internet: cellular connectivity (4G, LTE, etc.) is preferred (no need to be on an Air Liquide site) Enroll under Intelligent Hub Okta Verify installed (on the work profile if you are in Mixed Usage) on your device Step 1 Login to your Corporate Google Account to have access to all Google Applications. Click on LOGIN Step 2 Enter your Air Liquide email address and click on Next Step 3 An Okta Verify pop-up will appear, enter your Air Liquide email address and click on Next. Step 4 Enter your Windows password or the authentication method you have defined and click on Verify. Step 5 Click on I agree Step 6 You are now connected to your Corporate Google Account. Click on Got It. Step 7 Click on Explore Apps Search for Gmail and click on it. Step 8 Choose the account you want to connect with. You are now connected to all Google Applications with this account ! Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
airliquide, android, app, applications, chirol, com, connect, connection, corp, english, gmail, google, google app, google on android, google on mobile, guillaume, mobile, okta, sam, software, verify, vourch@eu, wifi
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KB0042189
Connect to Google Applications with Okta Verify on your iOS mobile
English
sam.vourch@eu.corp.airliquide.com
166
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 21:32:09
69
myITcorner
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5
2023-10-17 15:00:39
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GIO-EUS-GOPS-WORKSPACEONE-L3
This document describes how to connect your mobile (tablet or smartphone) to Google applications such as Kite (as to have access to your emails, your calendars and your contacts on your mobile phone). Note: All apps will be synchronized after the enrollment. Connect to Google Applications with Okta Verify on your iOS mobile By enrolling the device to the Air Liquide Device Management solution you agree to the terms and conditions mentioned in excerpts below: (Full agreement available here after enrollment) Prerequisites Your iOS mobile device (iPhone or iPad) - from iOS 14. If you don’t know how to verify your mobile’s version, click here. Access to internet: cellular connectivity (4G, LTE, etc.) is preferred (no need to be on an Air Liquide site) Enroll under Intelligent Hub Okta Verify installed on the device Step 1 Open the Intelligent Hub application and search Gmail on the Search App bar and click on Install and Install again. Step 2 Once installed, open the Gmail application and click on Google and Continue Step 3 Enter your E-mail address Step 4 An Okta Verify page will appear, enter your email address and click on Next. Step 5 Click on “Sign up with an Air Liquide device” Step 6 Click on Add account, Next, Add account and Sign in Step 7 Click on Next Step 8 Choose your authentication factor by clicking on Select on the method of your choice. Follow the instructions. Step 9 You can choose to allow Push notifications or not Step 10 You can activate Face ID and automatic additional factor authentication Step 11 Click on Next and Yes Step 12 Click on Yes Step 13 Congratulations, you're now connected to Google applications thanks to Okta authentication! Click on Close Step 14 Go back to the Gmail application to check if the connection is done. Decide if you want to allow push notifications. If it’s all good you will be connected to your email address under Okta Verify security! If you need any help with the Okta Verify authentication system please follow all the steps of this KB: Okta - How do I connect to Okta for the first time? Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myAssistant
airliquide, applications, chirol, com, connect, corp, en, english, gogle, google, google en ios, google on mobile, guillaume, ios, mobile, okta, okta verify, sam, verify, vourch@eu, your
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KB0015146
MIR INC0503598 - Sonde-Zscaler-EMEA is not responding (October 10th, 2019)
MIR INC0962696 - SRA unavailable for MSP TeamWork (June 16th, 2022)
English
samia.belarbi@eu.corp.airliquide.com
0
Gregoire PENET
Uncategorized
Published
2023-04-05 14:58:37
25
Major Incident Reports
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GIO - SEC - Secure Remote Access
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NaN
0
2022-06-16 11:17:46
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INC0962696
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SRA unavailable for MSP TeamWork INC0962696 - June 16th, 2022 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 9 Minutes Executive Summary Classification : Major connectivity outage On June 16th, 2022 at 08:20 GMT+2, Many users using European VPN Remote access reported an incident, affecting many users using the VPN Gateway and impacting all users trying to connect to it. The symptoms of the incident were the user authentication issue to the SRA gateways. The a priori root cause was an authentication issue between the SRA gateways and authentication servers. The resolution of the incident consisted in reenforcing the authentication. This is due to a recurrent issue with the current SRA software version. Case was created to the vendor and new fixed version of the software has been provided. On June 16th, 2022 at 09:14 GMT+2, the incident is resolved, leading to a service disruption of 1 Hour 9 Minutes authentication issue between the SRA gateways and authentication servers . Major steps leading to incident resolution June 16th, 2022 10:20 : Incident created and assigned to PSS-L2. Troubleshoot is starting. 10:30 : PSS-L3 is involved. 10:50 : Root cause is located between SRA gateways and authentication servers 11:10 : Reenforcing the authentication. 11:16 : Users confirm Incident is resolved. Initial root cause 10:50 : Root cause is located between SRA gateways and authentication servers. Actions plan Case already opened to the vendor, new fixed software version has been provided and need to be tested, PSS Schedule new fixed version deployment, PSS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043496.
16th, 2022, airliquide, been, belarbi@eu, bepublished, cancelled, com, corp, english, gregoire, has, inc0962696, inc0962696 \n \n to bepublished, june, mir, msp, penet, prb, samia, sra, tbd, teamwork, the prb has been cancelled, unavailable
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KB0039475
MIR INC1179243 - DMVPN session lost randomly (May 22nd, 2023)
MIR INC0758802 - wM - unable to make external HTTPS calls (June 15th, 2021)
English
samia.belarbi@eu.corp.airliquide.com
1
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:18:06
16
Major Incident Reports
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0
2021-06-15 16:01:50
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GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report wM - unable to make external HTTPS calls INC0758802 - June 15th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 12 Minutes Executive Summary Classification : Major connectivity outage On June 15th at 08:01 AM GMT-6, IT teams reported an incident affecting the WebMethods application, which role, as internal IT tool, is to facilitate integration enabling apps to exchange data and talk to each other seamlessly, without a need for integration developments. No user saw the impact on any business apps, as it was identified upfront by the IT teams. This incident was caused by a bug on the kernel software on a security component. Following a new implemented rule during a change, an unknown software bug on on a security component was blocking some external calls (HTTPS). This led to the fact that this internet facing app was not reachable from the internet. The resolution of the incident consisted in the change rollback.* On June 15th at 09:13 AM GMT-6, the incident was resolved, leading to a service disruption of 1 Hour 12 Minutes (INC0758802) Major steps leading to incident resolution June 15th, 2021 15:01 GTM+2 : PSS-L2 receved a call from Americas security team about an ongoing incident and asked to check Firewall flows. 15:04 GMT+2 : PSS-L2 and PSS-L3 joined the incdent conference call. 15:08 GMT+2 : case is assigned to PSS-L2 15:12 GMT+2 : Root cause is identified, flow which was supposed to be allowed is dropped. Change is made by PSS-L2 15:15 GMT+2 : First feedbacks did not confirm the resolution 15:25 GMT+2 : Another change is made by PSS-L2. First users feedback confirm issue is resolved. 16:01 GMT+2 : Incident is closed after receiving all users confirmation. Initial root cause 15:12 GTM+2 : A bug when executing change CHG0127685 . Actions plan Case opened to the vendor (Checkpoint), PSS Based on case opened to the vendor, action plan to correct this bug (Upgrade...), PSS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042609.
MIR INC0828764 - Airgas.com experiencing high latency (October 21st, 2021)
English
samia.belarbi@eu.corp.airliquide.com
0
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:18:06
13
Major Incident Reports
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NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
0
2021-10-27 18:04:52
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INC0828764
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas.com experiencing high latency INC0828764 - October 21st, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 43 Minutes Executive Summary Classification : Major connectivity outage On October 21st, 2021 at 13:53 CST, The Airgas ecommerce team reported that incident INC0828764, affecting all Airgas ecommerce website users, had escalated to an outage The symptoms of the incident were initially system slowness, but then a loss of user access to Airgas ecommerce systems resulted. The a priori root cause was a configuration issue in the firewall. The resolution of the incident consisted in correcting that configuration. On October 27th, 2021 at 14:36 CST, the incident is resolved, leading to a service disruption of 43 Minutes Major steps leading to incident resolution1 October 21st, 2021 11:39 : Root cause of P2 (slowness) issue found and communicated to customer. Request by GIO to implement change immediately was denied, customer asked to wait for 21:00 CST 13:53 : Issue escalated to P1 by customer due to impact growing from slowness to outage. Change authorized immediately as part of escalation to P1 14:36 : Issue confirmed resolved after CHG0136354 implemented Initial root cause 11:39 : Gateway assigned to firewall was incorrect. This was an oversight from the initial build when the IP of the core switch was changed. Other firewalls were updated, this one was overlooked. The impact was only observed due to an unrelated outage on MPLS that brought the router, which was the gateway for this firewall, offline. Actions plan Review other firewalls to ensure correct gateway assigned: Complete External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042885.
MIR INC1016530 - network is down- Several locations are impacted now -2209X68153 (September 15th, 2
English
samia.belarbi@eu.corp.airliquide.com
0
Gregoire PENET
Network / Connectivity
Published
2022-11-28 9:59:15
12
Major Incident Reports
NaN
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NaN
GIO-NET-Site Connectivity
NaN
NaN
NaN
0
2022-09-15 14:49:36
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INC1016530
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report network is down- Several locations are impacted now -2209X68153 INC1016530 - September 15th, 2022 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Hour 37 Minutes 53 Seconds Executive Summary Classification : Major connectivity outage On September 15th, 2022 at 13:22 GMT+2, Many users reported an incident, affecting web browsing and services over the Internet and impacting several European on site users. The symptoms of the incident were slowness or loss of Internet connectivity. The a priori root cause was that a security device was overloaded and this impacted it own performance . The resolution of the incident consisted in resetting the sessions going through the security device. On September 15th, 2022 at 14:49 GMT+2, the incident is resolved, leading to a service disruption of 1 Hour 37 Minutes 53 Seconds The a priori root cause was that a security device was overloaded and this impacted it own performance . Major steps leading to incident resolution1 September 15th, 2022 13:22 : Incident is created and assigned to network team. In the meantime incident INC1016518 is managed by PSS-L2/3 13:23 : Troubelshooting call is made invloving the vendor 13:30 : Performance of the device is suspected 13:45 : Decision to clear the session table on the device is made 14:00 : Session table is cleared 14:15 : Confirmation issue is resolved 14:49 : Incident is closed. Initial root cause 13:30 : Performance of the device is suspected Actions plan Keep on following case opened to the vendor, PSS Enhance monitoring to predict future issue, PSS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043702.
MIR INC0901274 - Airgas.com had a service interruption of 10 minutes (March 3rd, 2022)
English
samia.belarbi@eu.corp.airliquide.com
0
Zineb MELAIKIA-SC
Uncategorized
Published
2022-12-12 10:35:32
14
Major Incident Reports
NaN
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NaN
GIO - SEC - On-site Firewall
NaN
NaN
NaN
0
2022-03-03 19:57:55
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INC0901274
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas.com had a service interruption of 10 minutes INC0901274 - March 3rd, 2022 Timezone : GMT+1 Total outage duration : 38 Minutes Executive Summary Classification : Major connectivity outage On March 3rd, 2022 at 16:24 GMT+1, Monitoring showed an increase in resource usage on the North American Web Application Firewall. Teams began work to remediate the issue, and soon after users reported issues with Airgas websites as well. The instability caused a brief period where some sites were not accessible. The a priori root cause was an outage of the F5 WAF. The resolution of the incident consisted in the failover to the second member. On March 3rd, 2022 at 17:00 GMT+1, the incident is resolved, leading to a service disruption of 36 Minutes Major steps leading to incident resolution March 3rd, 2022 16:24 GMT+1 : PSS-L3 monitoring tool reported an outage of the Airgas website. 16:26 GMT+1 : Website seemed to be reachable or back online. Investigation started. Try to see if it was flapping or a false positive. 16:45 GMT+1 : After investigation, active F5 WAF status flapped from active to offline. Decision to failover to the second member. 16:47 GMT+1 : Airgas website came up 17:00 GMT+1 : Force synchronization to have all policy and configuration at the same level. Issue is solved. Initial root cause 16:45 GMT+1 : F5 WAF status flapped from active to offline. Actions plan Open case to the vendor, PSS Find the root cause of the issue after sending logs to the vendor External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043198.
MIR INC0696547 - Major outage on APAC (February 15th, 2021)
English
samia.belarbi@eu.corp.airliquide.com
3
Imane EZZRARY
Uncategorized
Published
2023-02-08 15:18:05
26
Major Incident Reports
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2021-02-15 17:59:46
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GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Major outage on APAC INC0696547 - February 15th, 2021 Timezone : GMT+2/ Total outage duration : 18 Hour 50 Minutes Executive Summary Classification : Major connectivity outage On February 15th at 2:50 PM GMT+1, monitoring reported an incident, affecting the APAC region, impacting all users. The symptom of the incident was the loss of connectivity for all APAC sites. The root cause was a security patch deployed, as part of a change, to solve a vulnerability and one step of the operation failed, causing a service interruption until the technical issue was fixed. On February 15th at 3:59 PM GMT+1, the incident was resolved, leading to a service disruption of 1 hour 9 minutes (INC0696547). Major steps leading to incident resolution1 February 15th, 2021 16:30 : Following change CHG0119396 for installing of a Jumbo hotfix to solve a SNMP issue, connectivity was lost after a failover 16:30 : PSS L3 involved with Network team 17:00 : Ask local contact to be on site and provide access to the device. Tests are made with Network team 18:00 : Remote hand to the device 18:20 : Restart of the Firewall process, Firewalls were reachable 18:45 : Tests for checking reachability for the different services February 16th, 2021 01:35 : INC0696695 is created and assigned to KITE team. Users were not able to access Google. 02:20 : Nothing relevant was found by KITE team. Case is assigned to CARM team 09:00 : Case is escalated to KITE team L4 11:20 : Workaround found with the help of ADAS team authentication is forwarded to Europe servers. APAC ones are not reachable. Services came back 13:00 : Change CHG0119483 is scheduled for rebooting the Firewall devices. 18:30 : Firewall reboot. Issue is completely solved. Initial root cause 16:30 : Failover during patch installation. Installation was mandatory following case opened to the vendor. Change was scheduled due to incidents impacting SNMP, DMVPN and VPN (for instance INC0464190, INC0644154 and INC0608539). Actions plan Case opened to the vendor for root cause analysis, PSS. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042399.
MIR INC0690339 - Performance issue - Pulse Secure NAM (February 2nd, 2021)
English
samia.belarbi@eu.corp.airliquide.com
0
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:18:05
16
Major Incident Reports
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GIO - SEC - Secure Internet Access
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2021-02-03 2:58:13
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GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Performance issue - Pulse Secure NAM INC0690339 - February 2nd, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 32 Hours 1 Minute Executive Summary Classification : Major connectivity outage On February 2nd, 2021 at 19:30 GMT+2 = CET Multiple users reported an incident affecting the Pulse Secure NAM Zone impacting all external users on VPN. The symptoms of the incident were extreme browsing slowness while connected to the Pulse Secure VPN The initial root cause was first believed to be an issue with the primary zScaler datacenter. When the issue continued the next day, continued troubleshooting identified an ingress rule on the firewall was causing a routing issue for the return traffic for zScaler.. After removing the problematic firewall rule, successful connectivity was returned. On February 4th, 2021 at 18:00 GMT+2 = CET; GMT+2, the incident is resolved, leading to a total service disruption of 32 Hours 01 Minutes Major steps leading to incident resolution1 February 2nd, 2021 19:30 : Browsing slowness, investigation February 3rd, 2021 01:58 : changing Zscaler node destination, traffic back to normal. February 3rd, 2021 16:27 : Issue recurring, investigating February 4th, 2021 13:00 : Browsing slowness, switching traffic to the backup node in Ohio AWS region, traffic back to normal. 15:30 : Internet Browsing down, rebooting the Firewall + investigation on traffic rules 17:30 : adding destination port on webmethod ingress firewall rule leading to incident resolution. 18:00 : Incident resolved Initial root cause Ingress rule on firewall configured to receive all traffic was causing a routing issue for return traffic from zScaler. This rule was not new, but a GRE tunnel reset caused traffic to take another path inbound, leading to this outage. Actions plan PTASK0010948: Palo Alto In/Out firewalls will be merged in order to regain proper functionality for inbound flows, eliminating the potential for recurrence of this issue, GIO-SEC-PSS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042376.
MIR INC0981247 - Servitrax - Functional issue (July 19th, 2022)
English
samia.belarbi@eu.corp.airliquide.com
2
Gregoire PENET
Uncategorized
Published
2022-11-28 9:50:06
16
Major Incident Reports
Hot Priority
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Cylinder Tracking
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2022-07-19 9:48:54
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INC0981247
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Servitrax - Functional issue INC0981247 - July 19th, 2022 Timezone : GMT+2 Total outage duration : 2 Hours 42 Minutes Executive Summary Classification : Major business apps outage On July 19th, 2022 at 07:08 GMT+2, All European reported an incident, affecting all users from european countries. The symptoms of the incident were the unreachability of the Servitrax application. The a priori root cause was side effect of change CHG0153104 : patch management for vulnerabilities remediation described in CVE-2022-1388 on F5 loadbalancers. The resolution of the incident consisted in rollback change CHG0153104. On July 19th, 2022 at 09:47 GMT+2, the incident is resolved, leading to a service disruption of 2 Hours 42 Minutes The priori root cause was side effect of change CHG0153104 : patch management for vulnerabilities remediation described in CVE-2022-1388 on F5loadbalancers. Major steps leading to incident resolution July 19th, 2022 05:00: Start of change CHG0153104. 07:00: End of change CHG0153104. 07:08: Incident INC0981247 is created 07:20: PSS is informed Servtrax application is down 07:25: Crisis call is made with PSS L2/L3 and try to find a contact from Alizent 08:00: root cause found and linked to execution of change CHG0153104 08:15: Rollback is decided 08:30: Rollback is started 09:00: Rolback is completed and application users to test. 09:45: Confirmation application is fully funcitonal and incident is closed Initial root cause 08:00 : root cause found and linked to execution of change CHG0153104 Actions plan Case opened to F5 vendor, PSS Add explicit test task(s) on the change , PSS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043571.
MIR INC0602295 - Expired certificate for f2b.airgas.com, mobile forms outage for all drivers. (July
English
samia.belarbi@eu.corp.airliquide.com
1
Imane EZZRARY
Uncategorized
Published
2022-01-10 16:56:33
17
Major Incident Reports
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GIO - SEC - Datacenter Firewall
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2020-07-06 18:21:02
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GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Expired certificate for f2b.airgas.com, mobile forms outage for all drivers. INC0602295 - July 2nd, 2020 Timezone : EST Total outage duration : 1 Hour 2 Minutes Executive Summary Classification : Major business apps outage On July 2nd at 8:46 GMT-5, an Airgas System administrator reported that the certificate for the f2b.airgas.com web application (Field to Base is used to provide drivers with delivery information and routing as well as allowing managers the ability to sign off on deliveries) had expired, affecting ~3500 Airgas truck drivers using tablets to manage the deliveries. The symptom of the incident was that the tablets used by the drivers were no longer able to communicate with the F2B application. The root cause has been identified as the non-implementation of the expected certificate-related change, due to a human error. On July 2nd at 9:44 GMT-5, the incident was resolved, leading to a service disruption of 58 Minutes. (INC0602295) Major steps leading to incident resolution1 July 2nd, 2020 8:46 : Forrest McFaddin reached out via hangouts to report an issue with certificate being expired. 9:15 : Forrest confirmed that internal web server is using a different certificate and there will not be an issue with renewal of WAF. 9:44 : Certificate was renewed and installed on the WAF. Initial root cause 09:15 : Change request to renew and replace the certificate was in Draft rather than Implementation state . Actions plan Revise process for certificate renewal specific to Airgas extranets Add BIS Americas DL to cert expiration notices Create manual check process to verify that certificates have been renewed Create Centreon monitoring for certificate expiration External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042026.
MIR INC0573635 - Users on Pulse - Americas - North (and on network) are having connecting to SSO res
English
samir.abdelli@eu.corp.airliquide.com
5
Michael FECSKO
Network / Connectivity
Published
2020-10-09 10:34:25
12
Major Incident Reports
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2020-04-13 17:02:17
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GIO-SEC-AD-AUTHENTICATION SERVICES-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Multipass Down INC0573635 - April 13th, 2020 Timezone : CST Total outage duration : 1 Hour 41 Minutes Executive Summary Classification : Major business apps outage On April 13th, 2020 at 8:26 CST Multiple users reported an incident, affecting Multipass in North America (1 countries affected) and impacting approximately 50% of users. The symptoms of the incident were inability to sign in to any applications automatically through Multipass. The initial root cause was that one of the IIS (Web) services was hung, not allowing that server to process inbound requests. Alerts were generated in our monitoring tool, SCOM 2007 which is still used to monitor our Windows Server 2008 and older machines, however this system lost connectivity to SCOM 2016 which is our current monitoring tool and also where the connection to ServiceNow resides. An Incident was reported in SCOM 2007 but this did not get into Service Now due to the broken link to SCOM 2016. The removal of SCOM 2007 is a priority but currently on hold awaiting the completion of the new Hyper-V environment. This project is awaiting parts from Dell that are currently unavailable causing us to be unable to move servers to the environment and upgrade the O/S. The resolution of the incident consisted in restarting the hung web service On April 13th, 2020 at 10:02 CST, the incident is resolved, leading to a service disruption of 1 Hour 41 Minutes Major steps leading to incident resolution1 April 13th, 2020 08:26 : ADAS L2 contacted regarding the issue 08:51 : Issue raised to P1 due to widespread impact 09:04 : Confirmed that the issue was with Multipass, not VPN 09:48 : ADAS L3 contacted regarding the issue 10:02 : ADAS L3 restarted services and users confirmed working Initial root cause 10:02 : A hung web service caused one server to be unable to process requests Actions plan Hyper-V environment built in US000 will allow new ADFS infrastructure to be built, which will use SCOM 2016. SCOM 2007 (monitoring Server 2008 machines) failed to create an Incident in this case, causing the user outage Improve escalation process with ADAS L2 who did not action the Incident for some time due to not understanding the testing already performed showing the root issue was Multipass. Regular reboot schedule to be added to prevent service hung issues in the future External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041906.
MIR INC0502978 - SAP: Missing connection SAP vx SVX and Printer (October 9th, 2019)
English
samyukta.mazumder@eu.corp.airliquide.com
3
Jean LEROY
Printing / Devices
Published
2020-07-17 17:25:32
10
Major Incident Reports
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2019-10-09 16:09:49
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GIO-CS-SD-SAP APPS-L2
Date : Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. This MIR is redundant with the MIR Google doc The updates will be reported in each MIR every Monday morning (GMT+2) during the transition phase of the MIR migration in MMS. Last manual matching : 03/01/2020 Major Incident Report SAP: Missing connection SAP vx SVX and Printer INC0502978 - October 9th, 2019 Timezone : GMT Total outage duration : 1 Hour 52 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification : “Major Business Application Outage” On October 09th 2019 at 12:36 GMT+2, user created an incident, affecting Italy User with printing issue. The symptoms of the incident was users were not able to print the documents. The a priori root cause is a printer issue (Spool range was full) The resolution of the incident consisted in deleting the old spools which consists of older than 30days. (*Spool is an intermediate storage which temporarily holds the printing requests for printer to process ) On October 09th 2019 at 02:09 PM GMT+2, the incident is resolved, leading to a service disruption of 1 hours and 33 minutes. A priori root cause L2 SAP team has identified that, In SP01 transaction there were huge number of spool requests were lined up (around 198000 with different status - waiting, completed, in progress, without output ,error - and the spool directory ‘/sapmnt/OPA/global/100SPOOL’ was 75% full which caused- missing connection SAP Opera vx SVX and Printer. As a break fix, spool files older than 30 days were deleted. L2 SAP team has noticed that a standard unicenter job (SAP_REORG_SPOOL_UNICENTR) which is running on a daily basis to delete old spool requests which were created by UNICENTER users only as per variant defined in this job. Yet, the Spool was getting filled up with requests. So, further analysis suggested that another standard Non unicenter job - SAP_REORG_SPOOL_OTHER (with variant which is not equal to UNICENTER and removes the spool requests created by users except UNICENTR ) have not been triggered and the reason is , the job was scheduled but not running as it was stuck. Major steps leading to incident resolution Wednesday, October, 09th 2019 12:36 PM GMT - L2 SAP team received user created tickets for Printing issue, One Master Incident is created for same issue to monitor the issue. Priority Number Created Short Description P2 INC0502951 2019-10-09 13:41:18 SAP (Opera) - Unable to print 13:02 PM L2 SAP team checked and found that in OPA there are huge number of spool entries. The spool directory was also filled up to 75% for this. As a result of which many spools were stuck status and were not getting processed. Master incident is created for same INC0502951 (P2) and 32 incidents are related to that. 13:10 PM Multiple jobs failed on OPERA PROD scheduling have been stopped on EU-OPACI-PROD. 13:40 PM L2 SAP team had deleted the spools that are older than 30 days. So that the prints which were waiting spools can be processed. L2 SAP Team have got confirmation from user that the users in Italy are now able to print and the issue is fixed from their side. L2 Sap team also found that there are two jobs for clearing spool. SAP_REORG_SPOOL_OTHER SAP_REORG_SPOOL_UNICENTR The Job (SAP_REORG_SPOOL_OTHER) for clearing the spool was not running successfully L2 SAP team check and had to manually trigger that to clear the Spool. 3:43 PM L2 Batch team have run few jobs manually and confirmed that those were successful. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041597. Version: V1.0 Date: Oct, 09th 2019 Author(s): Naga Padala,Avishek Sen Service Manager validation Date: 11th December 2019 Approver(s): Laurent HENRY Service Director validation Date: 24th March, 2020 Approver(s): Marc PICHOURON
Learn to fix mixed-usage smartphone issues by re-enrolling it in Intelligent Hub
English
sandra.ojeda@am.corp.airliquide.com
546
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-07-29 19:22:03
74
myITcorner
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2.60
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112
2020-06-06 0:08:33
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GIO-EUS-GOPS-WORKSPACEONE-L3
Learn to fix issues by re-enrolling my smartphone with Mixed Usage This article helps you to fix issues you may experience with your enrolled mobile device. Prerequisites Self Service Portal for Intelligent Hubhttps://device-workspace.apps.airliquide.com/MyDevice/Landing#/MyDevice/Token/Actions/Basic/990 Step 1 Go to the Self Service Portal and click on Delete Device. The required code will be in the same window "enter the following key code 'XXXX' " Step 2 Cleanly remove any corrupt data from Intelligent Hub on your device Steps for Android Settings > Apps > Manage Apps Look for Intelligent Hub ( If you can't find it, select "Show all apps" from the menu ) Click on it to open App info Click on Clear data, and delete everything for this app: Clear all data, Clear cache Uninstall Intelligent Hub Steps for iOS Uninstall Intelligent Hub Step 3 Go back to the Self Service Portal, and click on Add Device Use the message type: Email Step 4 Click on Save to get an email with the QR Code for enrolling the device Use the message type: Email This will change the screen to "Pending Enrollment" You can resend the enrollment message from here if needed: If there is no QR code in the email, Delete all emails from Intelligent Hub titled: "[Important] Mobile Shield - Enroll your device" Resend Enrollment Message Click on Resend Close the small window if it doesn't close itself, once you have received the email Step 5 Go to the email and follow the steps provided : Download Intelligent Hub Open the app to scan your QR code Step 6 Enroll your device by following the steps prompted on your device: Steps for Android (If prompted, always Allow / Understand / Agree) Click on QR code Scan the QR code If prompted, click on Delete Accept and Continue (or OK) If prompted, click on Delete Login to your Air Liquide email If your device was previously enrolled, you will have to click on Try another way, then Get a verification code at your phone numberYou may be prompted to put a google personal account (one can be created just for enrollment) Click Add automatically, for the app icon When you see this screen, you have successfully finished enrolling in Intelligent Hub Steps for iOS (If prompted, always Trust / Allow / Understand / Agree) Click on QR code Click OK Scan the QR code Install the Work Profile If redirected to Safari, click Allow, then click on Close, go to the device Settings > General > Profile > Workspace ServicesIf prompted, enter device passcode Install profile Profile installed If you were redirected to Safari on step D, go back to Safari, you should see the enrollment was successful. Click Open. Click Done If prompted, create an additional 6 digit passcode for Intelligent Hub (will NOT replace the device passcode) and press Next When you see this screen, you have successfully finished enrolling in Intelligent Hub Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Submit a Mass Update for Users Information in Carm
English
sandra.ojeda@am.corp.airliquide.com
43
Vincent CAO
Uncategorized
Published
2025-07-29 20:38:38
35
myITcorner
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2021-03-02 21:45:19
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GIO-SEC-CARM-L2
Submit a Mass Update for Users Information in Carm This KB is created in order to assist BIS to request a bulk modification of standard information related to users under their scope. Title Phone number CARM manager Hierarchical manager etc. WARNING : Transfer bulk users from one entity to another is out of scope and must be handle under with a specific demand or project because of strong impacts for their IS access. CARM - Mass users information update User can raise a Mass users information update from ServiceNow by the next steps: Connect to Snow > GIO Services > IT Security > CARM > 'CARM - Mass users information update'. Fill out the below form by addressing the following information: Prepare and share a Google spreadsheet with CARM Users information. Enter the link of your document (URL) Describe the information to be updated in the comments field. Click on Order Now followed by Checkout. CARM support team will implement the upload.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User can not login to Windows on the computer with the following error message: 'The User Profile Service service failed to logon. The user profile cannot be loaded. Other user profilerelated issues may also apply (as temporary profile is loaded instead of the user's firstname.lastname, registry profile caused application or windows feature issues). STEPS: Recover from a corrupt user profile by creating a new profile and transferring user's data to the new profile. Connect the computer to Airliquide network (restrain from proceeding with these manipulations out of office due to possible complications)Login to Windows with local admin credentials of the PC (KB0055469 - WINDOWS 11 - How to check GIOLac password)Back up user's data by navigating to C:\Users\firstname.lastname and renaming the folder as example firstname.lastname.oldOpen SystemPropertiesAdvanced with Admin rights, navigate to User Profiles and delete the corrupted profileReboot the PC and have the user log in againOn the newly created profile, copy the user's file back from the back up folder NOTE: Avoid copying AppData or any hidden folders to avoid complications. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Situation: Hostname Category: Devices Subcategory: Operating System Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5/GIO-EUS-SD-AMEI-L1.5/GIO-EUS-SD-AME-L1.5/GIO-EUS-SD-APAC-L1.5 if not able to remote: onsite (FS) according to the location TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, can, com, corp, corrupted, desousa@eu, english, failed, failed logon, gerhards, l2, l2 scope, loaded, login, logon, maik, not, profile, profile issue, santino, scope, service, software, the user profile service failed to logon, user, user profile can not be loaded, user profile service, windows
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KB0015884
MIR INC0544762 - Proactive | Device not responding to critical ping for saag-isupp01 (January 29th,
English
sarvesh.gholkar@am.corp.airliquide.com
1
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:54:12
12
Major Incident Reports
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2020-01-29 17:36:09
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GIO-CS-AMER-RETIRED-AWS-L2
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas iSupport system is down INC0544762 - January 29th, 2020 Timezone : EST Total outage duration : 10 Minutes Executive Summary The Airgas iSupport Incident Management system is down. Classification : Major business application outage. On January 29th, 2020 at 11:00 EST, Monitoring reported an incident, affecting Airgas iSupport ticketing system impacting all iSupport users. The symptoms of the incident were the Airgas iSupport virtual server was reported as inaccessible. Initial investigations into the root cause found the AWS infrastructure server hosting the Airgas iSupport virtual server went down due to a hardware system failure. The resolution of the incident consisted of AWS automatically moving the Airgas iSupport virtual server to another AWS host system and restarting it. On January 29th, 2020 at 11:10 EST, the incident was resolved, leading to a service disruption of 10 Minutes. A priori root cause The iSupport system went down due to a host system failure making the application unusable. Major steps leading to incident resolution1 January 29th, 2020 11:00 : ScienceLogic monitoring notified TCS that the server was not accessible. 11:02 : Checked with the TCS AWS team and saw the server went down and was being restarted. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041785. ACTION PLAN A case was opened with AWS (ID: 6776769611) to find the underlying issue. Work with GIO AWS and TCS AWS team to find the root cause and take available actions, such as having the application team consider moving to a high availability configuration or to adjust procedures to help stop this from happening again. Version: V1.0 Date: Author(s): Sarvesh GHOLKAR-SC Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0633780 - SPLUNK/Windows: Service Status is Stopped on SAEU-AMOAP01 for DjangoBroker (Septemb
English
saswata.paul@eu.corp.airliquide.com
2
Jean LEROY
Windows - Storage / Performance
Published
2021-08-24 11:44:19
10
Major Incident Reports
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2020-09-27 0:08:00
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GIO-CS-SD-OTHERS APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Windows: Service Status is Stopped on SAEU-AMOAP01 for DjangoBroker INC0633780 - September 26th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 52 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1zckgbfid1kwy226ctxpkoo66s9jt-le3k2o4oity4ne, airliquide, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1zckgbfid1kwy226ctxpkoo66s9jt-le3k2o4oity4ne/edit, com, corp, djangobroker, docs, document, edit, english, europe, google, https, inc0633780, jean, leroy, link, mir, paul@eu, saeu-amoap01, saswata, septemb, service, software, splunk, status, stopped, windows
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KB0014901
How to login to shuttle - first time user to shuttle
English
satya.dhanisiri@as.corp.airliquide.com
0
Regis CABARET
Uncategorized
Published
2025-07-28 19:47:23
11
IT Knowledge
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BAP - HUB - HYPERION
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KBB0010004 v1.0
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0
2019-08-16 9:15:30
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BAP-HUB-HYP-L1
Step 1: Please download Shuttle Client “ Download Shuttle Client” from following Internal webSite http://epm:8080/Shuttles.Updater/ Double click installer and follow the steps with default selection. Step 2: Start Shuttle to connect to Shuttle Server. Go to start Menu-> Select Shuttle Step 3: First Time users, following the instructions to connect Shuttle. If not, skip to Step 4. 3.1 Click the wheel on the top. 3.2 Click on New connection PRODUCTION : http://fcrs:8080/Shuttles.WebService/ or http://epm:8080/Shuttles.WebService/ UAT : http://10.225.22.4:8080/Shuttles.WebService/ 3.3. Please provide name and ShuttleServer as shown in below screen Alias: ShuttlePrd or CLOUDPRD ShuttleServer URL:http://epm:8080/Shuttles.WebService/ 3.4 Click OK and Login with your Windows Credentials 4. Home Screen is as shown below: Menu Option Description Data Input Data input form for Sales, Income Statement, Balance Sheet, Working Capital, Cash Flow and Comparables. Click on the “Data Input” button, Select the form to input. and Add input lines by selecting Import Interface data from countries to NEOS. Select the Packages and Countries and use Submit button at the bottom. Note: Process Management is enabled. To open and close periods use Manage packages. Exchange Rates Input exchange Rates template for input of Forex rates from group. Consolidation Consolidate and currency conversion for countries Data. Select the Packages and Countries and use Submit button at the bottom. Note: 1. Process Management is enabled. To open and close periods use Manage packages. 2. Default Currency and respective Scenario Currency are calculated. The choice of different currency is going to be available. Export Packages To export data from countries to NEOS staging. Manage Packages Historical Periods lock and unlock is controlled using manage Package. Only Admin or supervisors would be able to manage packages. View Status Process management dashboard. Task Queue Jobs status for Data input, Consolidation and import. Action Access For Administration use for controlling security. Contact: Please log serviceNow ticket if you need support. Please choose Hyperion group.
GIO-Cloud Services Knowledge Base | KB Article for archive backup job failure
English
sayani.mukherjee@eu.corp.airliquide.com
9
Sree CHAKRABORTY-SC
Uncategorized
Published
2025-07-28 19:13:00
6
IT Knowledge
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5.00
NaN
NaN
NaN
NaN
0
2024-02-27 13:18:28
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GIO-CS-SD-SAP APPS-L2
Issue identified and Symptoms : We received a few incidents for archive backup job failure.in OPW systems after Technical Bundle and OS Patching activity Configuration Item : Production Environment of different SAP Landscapes. Key Word or an Issue category : SPLUNK / Scheduling Job Status Failure for on AUTOSYS AWS - PROD Pre-requisites : Login to the mentioned OPW DatabaseGo to path cd /oracle/SID/oraarchCheck the log (ls -ltr)cat Result :- BRARCHIVE is failed with errorIf not able see any arch file , then proceed with resolution Resolution steps : If the job log is showing the error like this : -Below is the error for your reference : Error list below:BR0602W No valid SAP license found - please contact SAPBR1301W Error message from likeywlib:BR1301W Error message from likeywlib: 541 likey_init: Couldn't load SAPSECULIB. Giving up.BR1301W Error message from likeywlib: 542 likey_init: At least one more attempt to load the SAPSECULIB will follow.BR1301W Error message from likeywlib: 543 likey_init: Couldn't load SAPSECULIB (".//libsapcrypto.so") using function SsfSupInitEx (), rc = 10 (no library) BR1301W Error message from likeywlib: 543 likey_init: Couldn't load SAPSECULIB ("/usr/sap/OPW/SYS/exe/uc/sun_64/libsapcrypto.so") using function SsfSupIn (), rc = 10 (no library).BR1301W Error message from likeywlib: 543 likey_init: Couldn't load SAPSECULIB ("libsapcrypto.so") using function SsfSupInitEx (), rc = 10 (no library).BR1302W Initialization of license key . In order to fix the above error , copy the license file from another SAP DB server and rename the old license file which fixed the error . Monitor the next log D job run.
GIO-Cloud Services Knowledge Base | KB Article for Tcode Locked
English
sayani.mukherjee@eu.corp.airliquide.com
1
Anusha THADISHETTY-SC
Uncategorized
Published
2025-07-28 23:11:28
5
IT Knowledge
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NaN
NaN
NaN
NaN
NaN
0
2023-03-15 18:02:36
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BEU-BOSM-MAINTENANCE
Issue identified and Symptoms : We received a very few incidents for the Transaction Code locked Incident for Development , PRE PRODUCTION and PRODUCTION environment. Configuration Item : ALL SAP Applications Key Word or an Issue category : Tcodes are locked Pre-requisites : Login to the mentioned SAP GUI system Execute SM01 Search mentioned tcode from the list Check if it is locked or unlocked Resolution steps : Login to the mentioned SAP GUI system Execute SM01 Search mentioned tcode from the list If it is locked , uncheck the box beside the tcode Click on Lock/Unlock Then check if Tcode is working on not in the system
KB Article for SAP Application and Database Stop and Start
English
sayani.mukherjee@eu.corp.airliquide.com
8
Jaya Venkata Satya Pavan Kumar JONADA-SC
Uncategorized
Published
2025-07-28 23:11:28
5
IT Knowledge
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5.00
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NaN
NaN
1
2023-11-24 20:01:31
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BEU-BOSM-MAINTENANCE
KB Article for SAP Application and Database Stop/Start Details : SAP Restart Configuration Item : ALL SAP CIs Key Word : Ping status KO in ( applications / CI/ DB) Pre-requisites : To check System availability in SAP GUI Login to OS level to check CI status ( startsap check) Login to database to check database status ( select status from v$instance;) Check Filesystem usage ( df -h) ; If any FS breached threshold value , please ask unix team to add space ( raise request and send mail to Unix L2 Team) Check the processes availability ( Ex : Listener , pmon , dw.SAP using command ps -ef | grep SIDuser/ProcessName) Resolution steps : If there is any high priority incident please work on the basis of that and follow the sequence based on the situation . If Any system performance issue , which needs system restart then wait for SAP L3 Approval. Please follow the below instruction and follow the sequence based on situation There are few dependencies when SAP system will be restarted . For all the environments, the sequence will be the same. Situation 1 : For Whole system (application + central instance + database) Restart ( Example : XYZ system)—-------------------------------------------------------------------------------Stop Sequence—------------------------------------------------------------------------------------------------------- First Need to stop application server :- Login to the server Command - stopsap Example : eu-xyz11-enveu-xyz12-enveu-xyz13-enveu-xyz14-env………etc. Then, Need to stop central instance :- Login to the server Command - stopsap Example : eu-xyzci-env After the application and CI , we will proceed with database stop :- Login to the server , sql promptCommand - shutdown immediate; Example : eu-xyzdb-env —-----------------------------------------------------------------------------------------Start Sequence—-------------------------------------------------------------------------------------------- First , Database will be started :- Login to the server , sql promptCommand - startup; Example : eu-xyzdb-env Then Central Instance (CI) will be started :- Login to the server Command - startsap Example : eu-xyzci-env After that , Applications will started .( There are no dependency between application servers , so parallelly we can start) Login to the server Command - startsap Example : eu-xyz11-enveu-xyz12-enveu-xyz13-enveu-xyz14-env………etc. Situation 2 : For Only Central instance Restart ( Example : XYZ system) —-------------------------------------------------------------------------------------------------Stop Sequence—------------------------------------------------------------------------------------- First Need to stop application server :- Login to the servers Command - stopsap Example : eu-xyz11-enveu-xyz12-enveu-xyz13-enveu-xyz14-env Then, Need to stop central instance :- Login to the server Command - stopsap Example : eu-xyzci-env —---------------------------------------------------------------------------------------------------Start Sequence—----------------------------------------------------------------------------- Central Instance (CI) will be started :- Login to the server Command - startsap Example : eu-xyzci-env After that , Applications will started .( There are no dependency between application servers , so parallelly we can start) Login to the servers Command - startsap Example : eu-xyz11-enveu-xyz12-enveu-xyz13-enveu-xyz14-env………etc. Situation 3 : For Only Database Restart ( Example : XYZ system) —----------------------------------------------------------------------------------------Stop Sequence—---------------------------------------------------------------------------------------------- First Need to stop application server :- Login to the server Command - stopsap Example : eu-xyz11-enveu-xyz12-enveu-xyz13-enveu-xyz14-env Then, Need to stop central instance :- Login to the server Command - stopsap Example : eu-xyzci-env After the application and CI , we will proceed with database stop :- Login to the server , sql promptCommand - shutdown immediate; Example : eu-xyzdb-env —------------------------------------------------------------------------------------------------Start Sequence—------------------------------------------------------------------------------------- First , Database will be started :- Login to the server , sql promptCommand - startup; Example : eu-xyzdb-env Then Central Instance (CI) will be started :- Login to the server Command - startsap Example : eu-xyzci-env After that , Applications will be started .( There are no dependency between application servers , so parallel we can start) Login to the server Command - startsap Example : eu-xyz11-enveu-xyz12-enveu-xyz13-enveu-xyz14-env………etc. Situation 4 : For Only Application Restart ( Example : XYZ system) —--------------------------------------------------------------------------------------------------Stop Sequence—----------------------------------------------------------------------------------- Only Need to stop application servers :- Login to the servers Command - stopsap Example : eu-xyz11-enveu-xyz12-enveu-xyz13-enveu-xyz14-env…….etc. —---------------------------------------------------------------------------------------------------Start Sequence—---------------------------------------------------------------------------------- Applications will be started .( There are no dependency between application servers , so parallelly we can start) Login to the servers Command - startsap Example : eu-xyz11-enveu-xyz12-enveu-xyz13-enveu-xyz14-env………etc. -----------------------------------------------------------------------------------------------------END-------------------------------------------------------------------------------------------------
MIR INC1452106 - All interfaces with SAP are not working (July 1st, 2024)
English
sayani.mukherjee@eu.corp.airliquide.com
2
Malik MERIDJA
Uncategorized
Published
2024-10-03 11:41:21
17
Major Incident Reports
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Customers portals & ecommerce
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NaN
NaN
0
2024-07-01 13:53:03
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INC1452106
GIO-CS-SD-SAP APPS-L2
NaN
1st, 2024, airliquide, all, com, corp, english, inc1452106, interfaces, july, malik, meridja, mir, mukherjee@eu, not, sap, sayani, software, working
NaN
KB0039657
GIO-Cloud Services Knowledge Base | KB Article for Listner Restart or R3trans is not working
English
sayani.mukherjee@eu.corp.airliquide.com
5
Jaya Venkata Satya Pavan Kumar JONADA-SC
Uncategorized
Published
2025-07-28 19:12:58
8
IT Knowledge
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NaN
NaN
0
2023-06-08 11:46:25
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GIO-CS-SD-SAP APPS-L2
Pre-requisites : 1.Log into OS level in App server with SIDADM user. 2. execute R3trans -d Resolution steps : Login to DB server lsnrctl stop and then, lsnrctl start lsnrctl reload Or, 1.If still R3trans is not working then we have restart application and DB.2.Login to application server , execute "stopsap"3.Login to DB server , execute "sqlplus / as sysdba;" then "shutdown immediate" , "startup". 4. Execute R3trans -d in application server to check if return code come as "0000"
airliquide, article, base, com, corp, english, gio-cloud, jaya, jonada-sc, kb, kb article for listner restart or r3trans is not working, knowledge, kumar, listner, mukherjee@eu, not, pavan, r3trans, restart, satya, sayani, services, venkata, working
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KB0034541
Uniflow Online - Guest printing and mobile printing on Canon Printers managed by Uniflow Online
English
sebastien.plaud@eu.corp.airliquide.com
315
Sebastien PLAUD
Printing / Devices
Published
2025-07-29 22:03:25
27
myITcorner
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9
2024-04-10 10:55:57
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GIO-EUS-GOPS-CWS-MPS-L3
Guest printing and mobile printing on Canon Printers managed by Uniflow Online How to print a document from phone or not AL laptops on Air Liquide Canon printers managed by Uniflow OnLine Users have the possibility to print a mail body and documents from their phone or laptop by sending a mail to a specific email address. How to proceed 1. From an user with no Air Liquide email Send a mail to Printme.canon@airliquide.com with a document that you want to print attached or with no document attached if you want to print only the mail body. You will receive two emails from noreply@fr3218238.eu.uniflowonline.com First one will be for advertise that the job is created with a job code Second one will be for advertise that the job processing is finished Once the second mail is received the user can go on the printer and click on the job code button and enter the job code, select the job and click on print + delete If you have attached a document to your mail you should have two jobs, one for the mail and one for the document attached (Email body : For Email print, uniFLOW Online supports the email-body format Plain text only.) select the job and click on print + delete (Document is the one with an extension here .docx) 2. From an user with Air Liquide email Send a mail to Printme.canon@airliquide.com with a document that you want to print attached or with no document attached if you want to print only the mail body. You will receive two emails from noreply@fr3218238.eu.uniflowonline.com First one will be for advertise that the job is received Second one will be for advertise that the job processing is finished Once the second mail is received the user can go on the printer and click on pin code button (pin code that you should have during your enrollment on Uniflow Online) or use your badge/Key Fob, Click on Secure Print button If you have attached a document to your mail you should have two jobs, one for the mail body and one for the document attached (Email body : For Email print, uniFLOW Online supports the email-body format Plain text only.) select the job and click on print + delete (Document is the one with an extension here .xlsx) 3. Supported file types for Email print Email body For Email print, uniFLOW Online supports the email-body format Plain text only. Only the email text will be printed and not the logo of the signature if it’s an image for exemple. Attachments uniFLOW Online supports the following file types as email attachments for Email print: Portable Document Format (.pdf) Web Pages (.htm, .html) Text File (.txt, .text, .csv) XML Files (.xml) Rich Text Format (.rtf) Microsoft® Excel Files (.xlsx, .xlsm, .xlsb, .xltx, .xltm, .xls, .xlt, .xlm, .xlw) Microsoft® Word Documents (.docx, .doc, .docm, .dotx, .dotm, .dot) Microsoft® PowerPoint Presentations (.pptx, .ppt, .pptm, .ppsx, .pps, .ppsm, .potx, .potm) WordPerfect® Documents (.wpd) Bitmap Image File (.bmp) CompuServe Graphics Interchange Format (.gif) Icon Files (.ico) JPEG 2000 JP2 File Format Syntax (.jp2) Joint Photographic Experts Group Image Format (.jpeg, .jpg) Portable Network Graphics (.png) Tagged Image File Format (.tiff, .tif) /!\ Email print jobs with unsupported file types are deleted. Therefore, they do not appear in the print job list.
In order to deregister a badge for it to be used by different person, you need to use this MMS request and add the badge serial numbers: Printer Badge Reset To obtain the serial number, you can apply the following steps: Step 1 Check that your mobile is NFC compatible and activate this function. For Android phones: in Settings go to Wireless and networks and activate NFC. For Windows Phone, in Settings, activate the NFC. Step 2 Download a mobile application to read NFC chips: for instance for Android smartphones, the application NFC tools. Note: This application can be download from a personal smartphone/tablet or on the personal profile for mobile devices enrolled with Mixed Usage profile. Step 3 Open the app then delect Read then put the badge or key fob near your phone (this can take a few seconds). Step 4 The NFC description of the chip appears. The number is the one in the category Serial number. Please go self service portal : https://airliquide.service-now.com/now/nav/ui/classic/params/target/com.glideapp.servicecatalog_cat_item_view.do%3Fv%3D1%26sysparm_id%3D374096e6db353d14f1ad466215961923%26sysparm_link_parent%3D3d2280884f5a6f009864ca1f0310c7a0%26sysparm_catalog%3D4a1e666b4f062f009864ca1f0310c7be%26sysparm_catalog_view%3Dcatalog_GIO_Services%26sysparm_view%3Dtext_search Write down this number in the request: ________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Canon Uniflow Online - How to Scan to Google Drive
English
sebastien.plaud@eu.corp.airliquide.com
228
Sebastien PLAUD
Uncategorized
Published
2025-07-29 22:03:30
46
myITcorner
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20
2023-06-29 10:32:52
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GIO-EUS-GOPS-CWS-MPS-L3
Canon Uniflow Online - Scan to Google Drive This KB explain how to use a Canon printer for scan a document directly to the user's Google Drive. Prerequisite The user need to be already enrolled on Uniflow Online and have a pin code or badge already registered. if not please follow KB0024791 Step 1 Registration (only to do the first time) Go on the printer control panel and scan your badge or Key fob on the card reader Click on Scan Icon OR Select Scan to Google Drive As mentioned by printer an email has been sent to you On your Laptop an email has been received and will be like this : When you will click on the link you will automatically redirected to the Uniflow Online Site and the message below appears The windows below will appear to select a user account Now you can return on the printer Step 2 How to Scan Go back to the printer and scan your badge or Key fob on the card reader Click on scan button OR Click on Scan to Google Drive button You can now scan your document by click on Scan button and click on next button after the scan Select the good folder where you want to save the file then click on next button Select the document name (with no extension) that you want and click on OK button Now your file is saved on your Google drive with pdf format. Restriction The documents scanned could be only saved on the Mydrive of the user and not on shared drives END OF DOCUMENT
airliquide, canon, com, corp, drive, english, google, google drive, how, online, plaud, plaud@eu, printer, scan, scan to google drive, sebastien, uniflow, uniflow online
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KB0032658
MPS UNIFLOW - How to change color parameters
English
sebastien.plaud@eu.corp.airliquide.com
31
Sebastien PLAUD
Uncategorized
Published
2025-07-29 21:59:48
26
myITcorner
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NaN
NaN
NaN
NaN
NaN
1
2022-09-15 10:31:56
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GIO-EUS-GOPS-CWS-MPS-L3
MPS UNIFLOW - How to change color parameters This parameter cannot be changed in uniFLOW Online because it comes from Chrome Navigator Overview windows. There are 2 possibilities: Table of Contents From Google Admin Console for everyone From Google Chrome for each user From Google Admin Console for everyone Click here to see the full procedure. From Google Chrome for each user Press Crtl+P or click “Print”. In Overview windows, opened with Chrome, you can the change color mode and your new setup becomes the setup by default for each new print job. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
SYMPTOMS: Air Liquide Service Desk procedure for Servitrax Application concerns. Troubleshooting, issues and other requests BEFORE YOU START: Applicability: Air Liquide Canada Users ONLY STEPS: Version troubleshooting Current version: 3.0.674 See version in login dialog or bottom right of main window If user is unable to login and version is incorrect, reinstall as per Servitrax Installation (AME) Wi-Fi issues Open an incident ticket Assign to the Network team: GIO-NET-SUPPORT L1 Monitoring / Database MaintenanceIf monitoring or investigations need to be done into the servers directly.Or if modifications need to be done in the Database (PROD, DEV, or INT): Create an ADHOC request Assign to ALZ-AME-GCS-Returnable Assets-L2 Hardware (Monitoring Handheld device) See KB0010150 Aerohive - Servitrax Wireless (AME) Application Process / Workflow error Open an incident ticket Assign to the Network team: GIO-NET-SUPPORT L1 If the Network team need more actions and ask you to create a ticket: Assign the new ticket to ALZ-AME-GCS-Returnable Assets-L2 Specific extract, report, spreadsheet If this needs to be produced for a specific reason, due to application limitations: Create an ADHOC request Assign to ALZ-AME-GCS-Returnable Assets-L2 Other Issues / Requests The Servitrax team BAM-APP-L1-SERVITRAX will filter the demands and dispatch the issue correctly You can contact Servitrax Support directly. First call the Servitrax (ALC) team LOGGING CATEGORISATION: Ticket template to be used: AME - Servitrax - Issue Business service: BAM - Cylinder asset tracking Situation: Bug/Defect [Incident] Assignment group: BAM-APP-L1-ServiTrax Alizent Team Servitrax L2: ALZ-AME-GCS-Returnable Assets-L2
How to Update an Air Liquide Account in Carm Knowing how to update a CARM account is necessary as an employee can change job positions, move to a different location or entity, or transfer from one manager to another, among other account changes. To update an Air Liquide employee’s account, contact your HR department. To update a subcontractor’s account, follow instructions below Go to CARM https://carm.apps.airliquide.com/ Click on Automatic connection or enter your CARM login credentials, if not signed it automatically. On CARM's homepage there are two options to search for a user You can click on Search & Request For Or use the Search field on the top right menu Search for the user with lastname, firstname for better results Or search with the email address for exact results Click on the user's name to open the information menu User’s information will be displayed under My Information tab In this section you can edit Job Title Assistant Department Phone number Account expiration date Click on Submit when done. To update a user’s manager: Click on Notify manager change from the left side menu 1. On the New CARM Approver field click on the magnifying glass 2. Search for the new manager with lastname, firstname 3. Select the corresponding person If required a future date for the change to take effect, click on the calendar icon and select the date, otherwise leave it with the current date. 4. Input a justification for the Manager change and click Submit To update a user’s entity and location: Click on Notify movement from the left side menu 1. Click on the drop-down arrow from Destination entity to select a new entity. If the user is just being changed from location but remaining in the same entity, select the same entity the user currently has. 2. Select the new location from the Destination site drop down 3. Other fields can be left blank but can be updated if require. If required a future date for the transfer to take effect click on the calendar under Personal data transfer start date to select a future transfer date, otherwise leave it with the current date. 4. Input a justification for the Transfer Request and click Submit You can keep track of all your CARM request under the My Requests tab Once requests are completed, the status will be marked as Completed and the changes will take effect. To change an employee contract type see Change employee contract type To request an account name change see Change employee name in corporate account For other account details please contact your HR Department. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
account, air, airliquide, cao, carm, carm account update edition edit how to update an air liquide (carm) account, com, corp, edit, edition, english, how, learn, liquide, sanchez@am, sergio, update, vincent
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KB0028958
Learn to create an Air Liquide Account in Carm
English
sergio.sanchez@am.corp.airliquide.com
703
Vincent CAO
Uncategorized
Published
2025-07-29 20:40:07
39
myITcorner
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3.00
NaN
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NaN
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157
2022-08-16 19:31:28
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NaN
GIO-SEC-CARM-L2
Create an Air Liquide Account in Carm An Air Liquide account is necessary for employees to be able to access their work tools within the Air Liquide environment. For Air Liquide employees, the account creation request must be submitted through Workday. Please contact your HR Department for further information. For subcontractor account creation, please follow instructions below. Go to CARM https://carm.apps.airliquide.com/ Click on Automatic connection or enter your CARM login credentials, if not signed it automatically. On CARM's homepage click on Onboarding. Select the new user’s Home Entity and Attached Site. In Type of person select AL employee for permanent users select External user for subcontractors Click Next when completed. 1. Enter the user’s First and Last Name. 2. In Employee type select AL employee for permanent users select Subcontractor for subcontractors (3 & 4 only for subcontractors) 3. In the Subcontractor Society field, enter the user’s contracting company name 4. Enter the user’s contract expiry date, cannot exceed longer than 12 months or CARM will not allow you to continue. 5. Enter the user’s manager under the CARM Approver field.Hierarchical Manager is not necessary but can be inputted. Click Next when completed. Click on the magnifying glass icon then search the manager by entering the display name:Lastname, Firstname Click search and select the correspondent person. Enter additional information as require and click Next when done. Note: None of this fields are mandatory. Click on Submit. Leave comments and checks in blank. Once submitted, the newly created user request will show under the My Requests tab Once created, the status of the request will be marked as Completed and the CARM approver will received the login credentials via email. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
CARM - How to Terminate an Air Liquide (CARM) Account
English
sergio.sanchez@am.corp.airliquide.com
67
Vincent CAO
Uncategorized
Published
2025-07-29 20:40:08
30
myITcorner
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5.00
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NaN
NaN
NaN
55
2022-08-16 20:02:56
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GIO-SEC-CARM-L2
How to Terminate an Air Liquide (CARM) Account The Air Liquide account must be terminated as soon as an employee leaves in order to secure the access towards the Air Liquide environments, this should be done in both cases, temporary or permanent departures. To terminate an employee's account follow instructions below. Go to CARM https://carm.apps.airliquide.com/ Click on Automatic connection or enter your CARM login credentials, if not signed it automatically. On CARM's homepage there are two options to search for a user You can click on Search & Request For Or use the Search field on the top right menu Search for the user with lastname, firstname for better results Or search with the email address for exact results Click on the user's name to open the information menu User’s information will be displayed To terminate a user, click on Notify departure from the left side menu The name of the employee to be terminated will be displayed in the Deleted persons field. In the Workflow start date field, select a date if planning the termination for a future date, or leave it as it is if terminating in the moment. Input a justification for the departure request and click Submit You can verify the submission and status of the suspension through My Request tab in the top menu of CARM Once request is completed, the status will be marked as Completed and the account will be suspended. To request email forwarding and/or google drive transfer go to Gmail and Drive Forwarding Request Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
account, air, airliquide, cao, carm, com, corp, deactivation, departure, employee, english, how, how to terminate an air liquide (carm) account \n account termination request process employee user worker leaver termination suspension terminate suspend departure sick leave carm deactivation\n air liquide carm main account windows kite carm, kite, leave, leaver, liquide, main, process, request, sanchez@am, sergio, sick, software, suspend, suspension, terminate, termination, vincent, windows, worker
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KB0021777
Servitrax - Manual Installation (AME)
English
sergio.sanchez@am.corp.airliquide.com
247
Pierre RZEKIECKI
Uncategorized
Published
2025-07-29 1:29:07
53
IT Knowledge
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4.67
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200
2021-07-12 22:07:53
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ALZ-AME-GCS-Remote Assets-L2
SYMPTOMS: The following article describes the process for installing Servitrax manually when unable to install it from Marimba or having issues with the installation. Servitrax Latest Version is 3.0.674 (Servitrax new version 3.0.674 up to February 3rd) BEFORE YOU START: Make sure to document the computer name and place it in the ticket Preferred installation is from Marimba For reinstallations remove other versions before installing Push Servitrax 3.0.674 (Other version is from Europe) Package: \n_00022_alizent_servitrax-3.0.674_en_16 If installation from Marimba is unsuccessful, follow the manual steps below: For re-installation, make sure to remove the previous Servitrax folder on the user's C drive Map the Desktop Admins network drive to the user's computer: \\sana-entp01\desktop admins Navigate to \\sana-entp01\desktop admins\Servitrax_Harmony STEPS: Procedure to install Servitrax Manually For reinstall make sure to remove previous Servitrax folder on the C drive 1. Map the Desktop Admins network drive to the user's computer: \\sana-entp01\desktop admins 2. Navigate to \\sana-entp01\desktop admins\Servitrax_Harmony 3. Copy the source \n_00035_alizent_servitrax-3.0.674_en_16 to C:\_INSTALL Check < show Hidden Items> to see the "INSTALL" folder 4. Open n_00035_alizent_servitrax-3.0.674_en_16 from C:\_INSTALL 5. Right click on "execute_install" then click Open 6. A folder named " Airliquide" will be created on the C Drive 7. Double click on "Shortcut" from “C:\_INSTALL\n_00035_alizent_servitrax-3.0.674_en_16" 8. Right click on "Servitrax" Icon > Select -Send to > Desktop (create Shortcut) 9. Double click on the Servitrax Icon on the Desktop 10. All done the user can Log in and check if everything work fine Servitrax Installation Issues Error: ".net framework missing" Servitrax version 3.0.674 requires the .net framework version 4.7.2 installed on the computer Install .net framework 4.7.2 package or higher (backwards compatible with 4.6.2) This should not be an issue on Windows 10 (pre-installed .net framework) , but could happen in Windows 7 Error: "Could not connect to server" The computer is not connected to the Air Liquide network, should be connected to LAN, WIFI or VPN Error: Unable to login; Servitrax login screen appears and the version is not 3.0.512 The user has an outdated application and the automatic update is not working European installation instead of Canadian (they're not compatible) The user doesn't have the "Servitrax" shortcut on the desktop Solution: uninstall / reinstall LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Application Install - Request Business service: GIO - EUS - Packaged software Situation: How-To/Question [Ad Hoc Request] Assignment Group: If unable to install correctly, first check with your SD2 or TL, if still not able to install assign to GIO-EUS-FS-CANADA-L2 Reference: Procedure to install Servitrax Manually
SYMPTOMS: The below steps only apply to Filemaker sites NEWPORT - US032 and WOBURN - US252 in assisting all Service Desk agents in installing Filemaker and configuring the Database connection. BEFORE YOU START: Please note that only FileMaker 16 for MEDAL User is approved for NEWPORT - US032 and WOBURN - US252. If requester user is from any other location approval from Blanche Moreno is needed. Filemaker software can be requested through myITcorner and submitting Desktop Software Requests catalog Filemaker can be installed with manager approval only Filemaker 16 software can be installed by unzipping file on users computer from https://drive.google.com/drive/folders/1F55Ohfli3yiw09e2HlKQGZ_Cy9M_Gxob?usp=sharing License, username and organization information can be found in the .txt file named Filemaker 16 after unzipping the folder. Filemaker 16 software installed must be run as admin (follow setup database connection below steps once software installed) Send email to Laura Kraucunas after every Filemaker installation with requesters name STEPS: FileMaker Database Connection Setup STEP 1 1. Open Filemaker Pro 16 by clicking the icon on your desktop If the icon does not appear on your desktop, type ‘filemaker’ in the search bar in the lower left-hand side of your screen. Click on the icon when it appears Note: the old version of Filemaker has a pink icon, not blue. Make sure you are selecting the right version STEP 2 2. The Launch Center window will appear: Select the ‘Hosts’ tab by clicking on it (top-center of window) STEP 3 3. In the bottom left hand corner, click the ‘+’ button The ‘Add Favorite Host’ window will appear STEP 4 4. In the field next to ‘Host’s Internet Address:’ type the server IP address: 172.20.240.41 Click ‘Save’ when finished Host is now configured, and available accounts will be displayed. STEP 5 5. A pop-up window may appear: if prompted, check the box next to ‘Always permit connection to this host’ and Click ‘Connect’ STEP 6 6. Open the Medal Filemaker account by double clicking on the AL_Medal file STEP 7 7. Have user enter username and password and click Sign In **Username is firstname.lastname i.e. matthew.smith (same as your windows login) *Initial password is medal (case sensitive) STEP 7.1 Note: To set up a default account name, go to Edit -> Preferences, and enter your username the given field. Click Ok/ STEP 7.2 Upon login, username will auto-populate the “Account Name” field. FileMaker Logging In STEP 1 1. Open Filemaker Pro 16 by clicking the icon on your desktop If the icon does not appear on your desktop, type ‘filemaker’ in the search bar in the lower left hand side of your screen. Click on the icon when it appears STEP 2 2. When filemaker opens, double click the AL_Medal file to open *note* Host IP address must be configured before the AL_Medal file will appear. If no file is available, see FileMaker Setup instructions STEP 3 3. Enter username and password and click Sign In* Successful login will take you to the Medal Filemaker Home Page LOGGING CATEGORISATION: Ticket template to be used: AME - Application Install - Request Business service: BAM - Manufacturing Management Configuration item: MDL-FMK-01 Situation: ADHOC Non Catalog Assignment group (if not L1): GIO-EUS-SD-AME-L1
16, account, affixa, airliquide, al, almedal, ame, application, approval, claris, com, connection, corp, database, default, drtc, email, english, file, filemaker, filemaker pro filemakerpro file maker pro filemaker pro filemakerpro filemaker fmpro fm 16 installation setup software application medal medal drtc woburn newport user \n filemaker claris server connection new account responsibility license newport us032 woburn us252 pro 16 software installation affixa default email kite application minitab password 16 al_medal al medal almedal almedal almedal al medal al_medal newport - us032 woburn - us252 database connection manager approval only, filemakerpro, fm, fmpro, installation, kite, license, maker, manager, medal, minitab, mobley, new, newport, only, password, pro, request, responsibility, sanchez@am, sergio, server, setup, software, steve, us032, us252, wifi, woburn
myHR QUICK REFERENCE GUIDE Employee Self ServiceTime Tracking Audience: Employees Initiator(s) of the process: Employee Objective: This QRG guides you to record hours worked (including overtime claims), view details or modify submitted time. The time tracking record will have a direct impact on your payroll. Note:The hours entered will not be processed by Payroll until they are submitted and approved. Therefore, always submit/approve time before the payroll cutoff date so your employee will be paid on time. Prerequisite: N/A Version Date Activities 1.0 09/08/2021 Creation of the document Enter Time Step 1: Click on myProfile in the upper righthand corner. Step 2: Click on Actions on the myProfile page. Step 3: Select Time and Leave > Enter My Time. Step 4: Click on the block under a date in the calendar where you want to enter your time. Result: The Enter Time window for that date appears. Note: You can enter time daily or weekly. Enter time weekly by clicking on Enter Time > Quick Add Step 5: Select the appropriate time type and enter the required information:Units (e.g., Hours) - # of units to recordFor selected time types, enter the in/out time.In – Enter the time you arrived or started workOut – Enter the time you left or stopped work Note: For Overtime policy, please refer to your entity’s HR policy. Step 6: Click on Ok Note: The time block status for the time recorded is “Not Submitted”. An error message may appear if the total hours is not inline with the entity’s HR policy. . Step 7: If time not yet entered for the full week, repeat the steps to enter time for the remainder of the week. Once you have added time for the entire week, click Submit. Step 8: Review the Submit Time page to confirm the hours. Step 9: Click on Submit Next action: The process will be routed for approval by your Manager and Manager +1 (if required) in the system. The time entry will reflect an “Approved” status once the time entry has been approved, or else it will be reflected as “Submitted”. See example. View Details of Submitted Time Step 1: Click on myProfile in the upper righthand corner. Step 2: Click on Actions on the myProfile page. Step 3: Select Time and Leave > Enter My Time. Step 4: Click arrows at the top left-hand side to navigate the schedules on different weeks. THIS DOCUMENT IS CONFIDENTIAL RESTRICTED
Employee_How to make the difference between notifications and actions in myHR
English
serkan.oztas@eu.corp.airliquide.com
73
NaN
Uncategorized
Published
2023-12-21 16:00:08
29
HR Knowledge Base
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4.00
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NaN
NaN
8
2021-08-10 10:00:39
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NaN
HR-COE-HRDS-TRANSVERSE
myHR QUICK REFERENCE GUIDE myHR Navigation Notifications & Actions Audience: Employees Objective: Be able to identify the difference between notifications and actions in the myHR application. Prerequisite: N/A Version Date Activities 1.0 10/08/2021 Creation of the document At the upper righthand corner of the myHR Landing page you will be able to locate the following icons. myHR Notifications Step 1: Click on the bell icon to view all your notifications – Notifications are messages that are generated automatically from Workflows within myHR that DO NOT require an action from you (e.g. your leave application has been approved). Step 2: You will be able to filter the list of notifications by clicking on the various dropdowns. Step 3: Click on the circle beside the notification to mark it as read. myHR Inbox Step 1: Click on the inbox icon to explore your actions and archives – myHR Inbox houses tasks that are awaiting your action in myHR (e.g., HR BSC sending back a transaction to request for more information). Once you complete the required action (Approve / Review / Deny / Send Back), the task would move into your Archive folder. Note 1: Content will sit in the Archive folder for 30 days.Note 2: “Send Back” will move the process back to previous actor. If the process has multiple steps, you will be able to select whom to send it back to. The “Deny” function will cancel the entire workflow.Note 3: The inbox can also be reached directly from the myHR landing page. Step 2: You will be able to filter the tasks in the myHR Inbox by clicking on the various dropdowns. Step 3: To filter your myHR Inbox using the “Favourites” filter, click on the star beside each inbox item to mark it as a favourite. Step 4: To create new filters, click on Edit Filter then click on Create Inbox Filter. Step 5: There are multiple ways to set up the inbox filter. Type in the description then for the select either the option of filtering the business process by Business Process Type(s) or By Task(s). Business Process Type(s) – Select Business Process Types in Inbox, then select the key business processes that you would like to set up the filter for. By Task(s) – Select by Common Tasks in Inbox (Approvals / Attach Document / To Dos). Step 6: Click on Ok.Result: The new filter will be displayed in the Viewing dropdown. THIS DOCUMENT IS CONFIDENTIAL RESTRICTED
Air Liquide Canada - All Dalia Telemetry unit (3G and 4G) do not communicating. - Blind on 50% of ta
English
shaun.scott@am.corp.airliquide.com
1
NaN
Uncategorized
Published
2024-11-08 8:20:17
3
Known Error
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0
2024-11-08 8:20:10
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PRB0043546
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3g, 4g, 50, air, airliquide, all, blind, canada, com, communicating, corp, dalia, do, english, liquide, not, scott@am, shaun, ta, telemetry, unit
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KB0056022
Journal Not Imported Successfully in General Ledger.
English
sheetalsatish.bajaj@as.corp.airliquide.c
24
NaN
Uncategorized
Published
2025-07-07 14:31:36
6
myITcorner
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NaN
NaN
0
2025-05-30 14:50:21
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BAP-COE-ORA-L2
Journals Not Imported Successfully in General Ledger. As per Oracle standard functionality whenever any accounting is done, the same need to be transferred to General Ledger. From Cost Management, Payables and Fixed Asset when the Create Accounting program is triggered there is an option to mark transfer to the General Ledger flag as Yes. Oracle will trigger a separate program for Journal Import- If that program goes into Error or Warning the output of this program to be verified. While running Create Accounting program if Transfer to GL option is selected as N, then user has an option to separately run Transfer Journal Entries to GL. Attaching a sample request for reference: Verify the output of Journal Import Program and as per the error code provided in output- Corrective action to be taken. As per the output it states error code EF01 for 78 lines- Down in the report full description of the error code will be provided. For this given example error code is EF01 which states This Accounting Flexfield is inactive for this accounting date. which means the code combination highlighted in output is inactive- To resolve please raise an IT ticket to activate the code combination. Attaching hereby the full list of Journal Import Error Code: Period Error Codes: EP01 This date is not in any open or future enterable period. EP03 This date is not within any period in an open encumbrance year. EP04 This date is not a business day. EP05 There are no business days in this period. Unbalanced Journal Error Codes: WU01 Warning: This journal entry is unbalanced. It is accepted because suspense posting is allowed in this ledger. EU02 This journal entry is unbalanced and suspense posting is not allowed in this ledger. EU03 This encumbrance journal entry is unbalanced and the Reserve for Encumbrance account is not defined. Flexfield Error Codes: EF01 This Accounting Flexfield is inactive for this accounting date. EF02 Detail posting not allowed for this Accounting Flexfield. EF03 Disabled Accounting Flexfield. EF04 This is an invalid Accounting Flexfield. Check your cross-validation rules and segment values. EF05 There is no Accounting Flexfield with this Code Combination ID. EF06 The alternate account is invalid. WF01 An alternate account was used instead of the original account. WF02 A suspense account was used instead of the original account. Foreign Currency Error Codes: EC01 A conversion rate must be entered when using the User conversion rate type. EC02 There is no conversion date supplied. EC03 A conversion rate type or an accounted amount must be supplied when entering foreign currency journal lines. EC06 There is no conversion rate for this currency, conversion type, and conversion date. EC08 Invalid currency code. EC09 No currencies are enabled. EC10 Encumbrance journals cannot be created in a foreign currency. EC11 Invalid conversion rate type. EC12 The entered amount must equal the accounted amount in a ledger or STAT currency journal line. EC13 Amount is too large. ECW1 Warning: Converted amounts could not be validated because the conversion rate type is not specified. Budget Error Codes: EB01 A budget version is required for budget lines. EB02 Journals cannot be created for a frozen budget. EB03 The budget year is not open. EB04 This budget does not exist for this ledger. EB05 The encumbrance_type_id column must be null for budget journals. EB06 A period name is required for budget journals. EB07 This period name is not valid. Check calendar for valid periods. EB08 Average journals cannot be created for budgets. EB09 Originating company information cannot be specified for budgets. Encumbrance Error Codes: EE01 An encumbrance type is required for encumbrance lines. EE02 Invalid or disabled encumbrance type. EE03 Encumbrance journals cannot be created in the STAT currency. EE04 The BUDGET_VERSION_ID column must be null for encumbrance lines. EE05 Average journals cannot be created for encumbrances. EE06 Originating company information cannot be specified for encumbrances. Reversal Error Codes: ER01 A reversal period name must be provided. ER02 This reversal period name is invalid. Check your calendar for valid periods. ER03 A reversal date must be provided ER04 This reversal date is not in a valid period. ER05 This reversal date is not in your database date format. ER06 Your reversal date must be the same as or after your effective date. ER07 This reversal date is not a business day. ER08 There are no business days in your reversal period. ER09 Default reversal information could not be determined. Descriptive Flexfield Error Codes: ED01 The context and attribute values do not form a valid descriptive flexfield for Journals - Journal Entry Lines. ED02 The context and attribute values do not form a valid descriptive flexfield for Journals - Captured Information. ED03 The context and attribute values do not form a valid descriptive flexfield for Value Added Tax. Miscellaneous Error Codes: EM01 Invalid journal entry category. EM02 There are no journal entry categories defined. EM04 The value in the ACTUAL_FLAG must be "A" (actuals), "B" (budgets), or "E" (encumbrances). EM05 The encumbrance_type_id column must be null for actual journals. EM06 The budget_version_id column must be null for actual journals. EM07 A statistical amount belongs in the entered_dr(cr) column when entering a STAT currency journal line. EM09 There is no Transaction Code defined. EM10 Invalid Transaction Code. EM12 An Oracle error occurred when generating sequential numbering. EM13 The assigned sequence is inactive. EM14 There is a sequential numbering setup error resulting from a missing grant or synonym. EM17 Sequential numbering is always used and there is no assignment for this ledger and journal entry category. EM18 Manual document sequences cannot be used with Journal Import. EM19 Value Added Tax data is only valid in conjunction with actual journals. EM24 Average journals can only be imported into consolidation ledgers. EM25 Invalid average journal flag. Valid values are "Y", "N", and null. EM26 Invalid originating company. EM27 Originating company information can only be specified when intercompany balancing is enabled. EM29 You do not have access to this ledger and account combination. EM30 This balancing segment value is not valid for this ledger. EM31 This management segment value is not valid for this ledger. On the basis of error code mentioned in the Journal Import output- Corrective measure to be taken. If error is related to Flexfield value, the user can verify the flex-value if it needs to be activated, an IT ticket can be raised confirming to activate the flex value. If error is related to period closure then the mentioned period needs to be opened, If the user doesnt want to re-open the old period again an IT ticket to be raised to sweep the entries to the current open period. If error is related to any configuration or sequential number - IT ticket to be raised to rectify. On a case by case basis Journal Import Error to be analyzed and corrected.
Oracle R12 provides WebADI Upload feature- is to record mass transactions using Microsoft Excel upload functionality. If in case Oracle WebADI Template is not getting uploaded to Oracle then please verify below mentioned settings in your system: NOTE: Log in with an Administrator account to save the following changes. (Sometime to edit the system setting local IS team admin password is required so if in case you are not allowed to edit the settings of your machine you need to connect with Local IS team and with Admin credentials below mentioned settings to be updated. If you have the edit option same can be done without Administrator Account) (1) Open Internet Explorer browser window, click on Tools Menu. (2) When the Tools menu appears, click "Internet Options" at the bottom of the Tools menu. (3) Click on the Security tab. (4) When the Security page appears, click the "Internet" icon in the "Select a zone" box and thenclick the "Custom Level.. " button. (5) When the "Security Settings" dialog box appears, scroll down to "Scripting" on the menu.Enable "Allow status bar updates via script" Select OK (6) You may receive a Warning. Please select "Yes" (7) Finally, click "OK" to close the Internet Options dialog box. (8) Close the browser window so that new settings can be used. (9) From the Excel Menu, choose Tools -> Macro -> Security. Set 'Medium' as the Security Level i) Click the round MS Office button, scroll to bottom and select Excel Options ii) Select Trust Center iii) Click Trust Center Options button iv) Select Macro Settings v) Select Enable All Macros (10) Recheck the issue and migrate it to appropriate environments.For Vista:(1) From the Internet Explorer Menu, choose Tools -> Internet Options -> Security -> 'Local intranet'-> Custom Level button, set 'File Download' to 'Enable'. (2) From the Excel Menu, choose Tools -> Macro -> Security. Set 'Medium' as the Security Level. i) Click the round MS Office button, scroll to bottom and select Excel Options ii) Select Trust Center iii) Click Trust Center Options button iv) Select Macro Settings v) Select Enable All Macros (3) Under the Trusted Publishers tab 'Trust access to Visual Basic Project' is checked. (4) When connected to server running Web ADI e.g. .. The word Internet will appear towards the right. Double-click on it. Select Trusted sites from the list of zones. Click the Sites button. Unselect the check box "Require server..." and click on the Add button. This will add your server to the Trusted zone. Select Close and Ok. For Mozilla Firefox (version 3.5 and later): (1) use the following path Navigation: Tools -> options -> Content (icon) -> Enable Javascript -> AdvancedIn the Advanced window, select the "Check status bar text" (2) From the Excel Menu, choose Tools -> Macro -> Security. Set 'Medium' as the Security Level i) Click the round MS Office button, scroll to bottom and select Excel Option ii) Select Trust Center iii) Click Trust Center Options button iv) Select Macro Settings v) Select Enable All Macros Once the above mentioned setting is validated and updated- Please download a new template as per the company specific template available and re-try to upload. If in case still the WebADI template is not getting processed kindly raise an IT Ticket.
airliquide, bajaj@as, corp, english, fail, failed, journal, oracle, oracle webadi fail to be uploaded., sheetalsatish, upload, uploaded, webadi
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KB0056001
Project budget in EPIC is incorrect
English
shivani.k@as.corp.airliquide.com
63
NaN
Uncategorized
Published
2025-07-29 19:23:49
16
myITcorner
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NaN
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0
2025-05-29 9:33:02
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BAP-COE-ORA-L2
Steps :- 1. Login to Oracle E-Business Suite for ALPROD (https://alprod.as.corp.airliquide.com:443). Open Projects Responsibility. e.g. : Thailand ALT Projects Admin / Thailand ALT Projects User Please make sure that the project is not end dated and is in Approved state. 2. Navigate to Project Status > Project Status Inquiry 3. Enter Project Number and click on find. 4. Check the remaining budget Remaining Budget = Total Budget - (Actual + Commited) 5. If Remaining Budget in oracle is matching with Remaining budget in Coupa and still getting Line amount exceeding budget error then i. Check if remaining budget is at taks level or project level, selected budget should same as for which budget is available i.e. task level/ project level budget ii. If this setup if fine then please increase the budget in oracle. Note : After updating budget in oracle it will take 2-3 hours to interface to coupa. 6. If Remaing amount in oracle is not matching remaining amount in coupa then please do the following i. Run PRC: Update Project Summary Amounts for a Single Project to refesh Project status inquiry screen. and recheck the remaining budget. If budget is updated on oracle screen then please wait 2-3 hours for budget to interface to coupa. ii. After running the program still mismatch in remaining budget then please raise an IT ticket via MyITCorner. LOGGING CATEGORISATION: Escalate the ticket to GIO-EUS-SD-APAC-L1.5, if they can't approve it assign to BAP-COE-ORA-L2
airliquide, budget, com, corp, coupa, english, epic, incorrect, k@as, project, project budget in epic is incorrect, shivani
NaN
KB0056546
ERROR: No GL Code found for the requester
English
shruti.garg@as.corp.airliquide.com
12
NaN
Uncategorized
Published
2025-08-27 16:03:19
6
myITcorner
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NaN
NaN
NaN
NaN
0
2025-07-28 7:23:22
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BAP-COE-SNOW
ISSUE DESCRIPTION: Whenever users in China raise a request from the ALC Finance catalog, they must have their (GL) code in Profile. If a GL code is not there, the request will be automatically marked as incomplete and closed by the system. ERROR MESSAGE: ACTION PLAN / RESOLUTION: Please raise an IT ticket for adding the GL Code. Kindly share the code as the ticket input. EXAMPLES:
"Invalid reference" error upon entering PO Number in SNOW
English
shruti.garg@as.corp.airliquide.com
12
NaN
Uncategorized
Published
2025-08-27 16:03:07
7
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
1
2025-07-25 14:13:47
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BAP-COE-SNOW
Issue Description In ALC Finance Catalog, Accounts Payable, "Payment Requisition" form upon entering PO number getting error message, "Invalid reference" Root cause Entering PO number directly in PO number field in SNOW Actions plans / Resolutions Follow the below steps to find and select PO number on "Payment Requisition" form, 1.Click on search icon on "PO Number" field 2. Type the PO number in "OCR PO Number" field then click on enter 3. Select the PO number to populate on form In case the issue is still not resolved, please raise an IT ticket for BAP-COE-SNOW-L2.
DESCRIPTION: Steps to Request Access for FSSC SNOW Application AACTION PLANS / RESOLUTION: Follow the below steps to request access for FSSC SNOW Application 1. Go to My CARM > My Access > Request new access 2. Select "FSSC SNOW" > Add the needed information 3. Add justification and click on submit
Process Invoices | FT initiated in FSSC ServiceNow but not interfaced to Oracle
English
shruti.garg@as.corp.airliquide.com
20
NaN
Uncategorized
Published
2025-08-27 16:02:54
9
myITcorner
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NaN
NaN
NaN
NaN
NaN
0
2025-07-28 7:10:41
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BAP-COE-SNOW
ISSUE DESCRIPTION: User having issue in process invoices FT initiated but not interface to oracle. ACTION PLANS / RESOLUTION: 1. . Navigate to the Finance Task table. Check the FT Invoice Description field. If the value contains spaces, remove the spaces and save it again. 2. Go to Finance Task table list view. Update the Oracle Interface Status field. Change status from "Not Initiated" to "Initiated". 3. Navigate to the Invoice Interface to Oracle table. Search using the Finance Request Number. Check the Interface Status once FR will picked and status has changed to new If successful, the status will be updated to "done_epic" or Success. In case the issue is not resolved, please raise an IT ticket from myITcorner and ticket shall be routed to BAP-COE-SNOW-L2 group.
MIR INC0591846 - SPLUNK/Server: Ping Status is KO for SAEU-KYOSP01 (June 4th, 2020)
English
siddhartha.ghosh@eu.corp.airliquide.com
0
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:07
11
Major Incident Reports
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2020-06-04 19:25:05
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GIO-CS-SD-CLOUDAWS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Server: Ping Status is KO for SAEU-KYOSP01 INC0591846 - June 4th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 13 Hours 13 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1lsh44s, 2020, 4th, airliquide, bis, bis europe\n link to mir : https://docs.google.com/document/d/1lsh44s_dbijqp8qt3ohsbh-dffzktxote-hsfuknmqs/edit, com, corp, dbijqp8qt3ohsbh-dffzktxote-hsfuknmqs, docs, document, edit, english, europe, ghosh@eu, google, https, inc0591846, jean, june, ko, leroy, link, mir, ping, saeu-kyosp01, server, siddhartha, splunk, status
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KB0015301
MIR INC0518706 - AME - Application/Server/Network impacted - problem (November 17th, 2019)
English
sidoine.rousseau@eu.corp.airliquide.com
2
Amelie BOUCHER PIMPARE
Network / Connectivity
Published
2022-02-14 14:22:37
13
Major Incident Reports
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NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
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0
2019-11-17 20:21:15
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NaN
GIO-SEC-PSS-RUN-L2_L3
Date : 18 November 2019 Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. This MIR has no Google doc equivalent The updates will be reported in each MIR every Monday morning (GMT+2) during the transition phase of the MIR migration in MMS. Last manual matching : 03/01/2020 Major Incident Report AME - Application/Server/Network impacted - problem INC0518706 - November 17th, 2019 Timezone : GMT Total outage duration : 2 Hours 37 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification : Major business app outage On November 17th, 2019 at 10:55 GMT-6, Airgas drivers were not able to connect to the OnBoard Computing platform. The symptoms of the incident were : connectivity to PeopleNet application was broken, affecting all drivers. The a priori root cause was a recent firewall software upgrade that disrupted a communication protocol, which has to be restored. On November 17th, 2019 at 13:21 GMT-6 , the incident is resolved, leading to a service disruption of 2 Hours 37 Minutes A priori root cause The a priori root cause was that a recent firewall software upgrade broke the URL filtering for this rule Major steps leading to incident resolution November 17th, 2019 11:47 : The firewall blocks were discovered, and noted to be incorrect due to an existing rule being in place that should allow 12:48 : Change prepared and implemented 13:11 : Issue resolved External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041662. Version: V1.0 Date: Author(s): Sidoine ROUSSEAU-SC Service Manager validation Date: Approver(s): Service Director validation Date: Approver(s):
MIR INC0622753 - Many Zscaler nodes are down (August 30th, 2020)
English
sidoine.rousseau@eu.corp.airliquide.com
1
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:16:08
12
Major Incident Reports
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NaN
NaN
NaN
NaN
NaN
0
2020-08-30 19:38:30
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NaN
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Many Zscaler nodes are down INC0622753 - August 30th, 2020 Timezone : GMT+2 Total outage duration : 5 Hours 47 Minutes Executive Summary Classification : Major connectivity outage On August 30th, 2020 at 11:51 GMT+2, Monitoring reported an incident, affecting all countries and impacting several users. Due to a configuration change that caused unintended consequences and the size of internet protocol network, a large number of resources across its network was impacted by increased latency or loss of connectivity, affecting the general availability of the entire Internet across the world. The a priori root cause was that change configuration done by the provider The resolution of the incident consisted in reached out to our ISP’s for mitigation steps (done by the provider). On August 30th, 2020 at 17:38 GMT+2, the incident is resolved, leading to a service disruption of 5 Hours 47 Minutes Major steps leading to incident resolution1 August 30th, 2020 13:51 :the incident is raised by the montoring tool. 14:05 : Many zscaler's destination are down, we received more then 500 alarms all about Zscaler destination that are down. The impacted zones are EMEA, NAM and SAM 14:20 : Security team takes in charge the ticket and the provider is called. A case is opened under the reference 02550285. 19:38 : After verification and actions done by the vendor, the connectivity issue is resolved. Initial root cause Connectivity Issue due to a change configuration. Actions plan Case opened and taken in charge by the vendor. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042086.
MIR INC0847102 - DKAA - Access to MGP not possible (November 24th, 2021)
English
sidoine.rousseau@eu.corp.airliquide.com
0
Zineb MELAIKIA-SC
Uncategorized
Published
2022-10-17 12:14:55
16
Major Incident Reports
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NaN
Distributor Relationship Management
NaN
NaN
NaN
0
2021-11-24 9:34:52
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INC0847102
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report DKAA - Access to MGP not possible INC0847102 - November 24th, 2021 Timezone : GMT+1 Total outage duration : 1 Hour 16 Minutes Executive Summary Classification : Major application outage. On November 24th, 2021 at 08:26 GMT+1 DK005 users reported an incident, affecting Danish users for reaching MyGas Partner website : www.baicalv2.airliquide.com The symptoms of the incident were the unreachability of the MyGas Partner website www.baicalv2.airliquide.com with a specific message error. The a priori root cause was a side effect after change CHG0133640 regarding application migration from On-premise to AWS. The resolution of the incident consisted in adapting the application configuration. On November 24th, 2021 at 09:34 GMT+1, the incident is resolved, leading to a service disruption of 1 Hour 16 Minutes The a priori root cause was a side effect after change CHG0133640 regarding application migration from On-premise to AWS. Major steps leading to incident resolution1 November 24th, 2021 09:00 AM GMT+1 : Incident created and assigned to PSS-L2 09:11 AM GMT+1 : Troubleshooting call started with impacted user 09:20 AM GMT+1 : User simulates access to the website in order to explain the issue. It's related to a blocking access with a psecific error message on the extranet www.baicalv2.airliquide.com. This is linked to change CHG0133640 after application migration to AWS. 09:25 AM GMT+1 : Decision taken to allow the access and configuration applied 09:30 AM GMT+1 : User tested and confirmed access to the website, incident closed Initial root cause 09:20 AM GMT+1 : This is linked to change CHG0138351 after application migration to AWS. Actions plan Insist on test made by the application team, Application owner External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042941.
MIR INC0597355 - SEP in APAC Displayed out of office - unable to VNC and print (June 19th, 2020)
English
sidoine.rousseau@eu.corp.airliquide.com
4
Imane EZZRARY
Printing / Devices
Published
2023-02-08 15:15:03
15
Major Incident Reports
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NaN
GIO - SEC - Secure Workstation
NaN
NaN
NaN
1
2020-06-19 6:00:53
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NaN
GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SEP in APAC Displayed out of office - unable to VNC and print INC0597355 - June 19th, 2020 Timezone : GMT Total outage duration : 2 Hours 3 Minutes Executive Summary Classification : Major business applications outage On June 19th 2019 at 10:00> GMT+8 many apac users reported an incident, they were unable to print due to Symantec Antivirus client status being shown “Out Of office”. All users in APAC affected. The a priori root cause is due to a modification on Pulse client and/or Windows settings (Windows registry keys), on which SEP client bases itself to define the right location of the machine: SRA, Office, Out Of Office. An external change related to SRA (Secure remote access) did by the provider and impacted laptops and workstations .A condition was added on SEP workstations in order to solve the issue. On June 19th 2019 at 12:00 GMT+8 the incident was resolved, leading to a service disruption of 2 hours. Major steps leading to incident resolution1 June 19th 2020 10:00 : Users reported issue on workstations and they were unable to work. 10:01 : Ticket was escalated to PSS L2 team in GIO Security Paris. 10.30 : PSS L2 team working with Celki & ALM IT to troubleshoot the issue. 10:15 : PSS L2 team found the issue caused by a conflict on the location and they added the missing windows registry key policy for SEP client. 11:30 : PSS L2 team created a CHG0104776 to fix this issue. 11:45: Tested with ALM and Celki IT team and problem resolved. Initial root cause 11:45 : Root cause as known at incident resolution. Actions plan n° Action Priority Type Owner Deadline 1 Review with Windows team AND Pulse team the location conditions and validate them again. High Preventive GIO Sec XXX 2 On the SEPM console, we need to separate Workstations, Laptops and Servers (reorganize the containers) High Preventive GIO Sec and BIS XXX 3 Engage the other teams and not only the Antimalware team High Preventive XXX 4 Review the print flows:by default the print flows are outgoing flows . Therefore, even if the machine goes to Out Of Office, we should not have any incidents concerning printing but rather we should have problems with VNC. Medium Preventive GIO Sec and BIS XXX External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042004.
MIR INC0538575 - SPLUNK/Server: Ping Status is KO for SAEC-LICEP03 (January 15th, 2020)
English
siladitya.naha@eu.corp.airliquide.com
3
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:04
15
Major Incident Reports
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NaN
NaN
NaN
NaN
NaN
1
2020-01-15 15:55:42
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NaN
GIO-CS-SD-WINDOWS-L2
MAJOR INCIDENT REPORT Date : Document Owner : Cyprien GRASSIN D'ALPHONSE-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Server: Ping Status is KO for SAEC-LICEP03 INC0538575 - January 15th, 2020 Timezone : GMT Total outage duration : 3 Hours 15 Minutes Executive Summary Classification : “Server Unavailable” On January 15th 2020 at 11:27 AM GMT+1, an incident was created for SPLUNK/Server: Ping Status is KO for SAEC-LICEP03 The symptom of the incident was unavailability of the server SAEC-LICEP03 The priori root cause was hardware fault from AWS end. The resolution of the incident consisted of the start of the server from the AWS console at 11:40 A.M GMT+1 and the server was available at 12:08 PM GMT+1.One of the non OS automated service was’t started as expected,neither platform team could start it manually,for which another incident was raised for concerned team to reassign.However this service had no impact on OS as such. On January 15th, at 14:55 PM GMT+1 Windows L2 team resolved the P1 incident after performing all sanity checks. A priori root cause On wednesday at 01/15/20 12:40:00 PM: L2 Windows Team received a SPLUNK tkt for server saec-licep03. This server was ping KO L2 Windows Team check & fund server was in a hung state. A case with vendor AWS (6747696321) raised. Server was in a hung state because the underlying hardware was faulty as per AWS analysis. Major steps leading to incident resolution1 January 15th, 2020 11:40 A.M GMT+1 Windows L2 team stopped the server from the AWS console at 11:40 A.M GMT+1 after which the server was accessible at 12:08 P.M GMT+1 12:20 P.M GMT+1 Windows L2 team after performing all the sanity checks found that one service “ALC UsageLogChecksum“ was not able to start automatically. 12:41 P.M GMT+1 The incident was kept pending awaiting customer.ALSD and the server owner was informed as one of the service was not able to start automatically and windows L2 team was unable to start the service manually as well. As the server is not mapped with any DB or Application (as per CMDB), hence the service owner was not known. 14:55 P.M GMT+1 After suggestion from ALSD and the server owner a low priority ticket (INC0538681) was raised and assigned to the respective team BIS E&C to check the service related issue. L2 Windows team created that ticket and assigned to the queue (BEC-DI-REPORTING) provided by ALSD. As the server was up and functioning normally the P1 ticket was resolved by the Windows L2 team. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041737. Version: V1.0 Date: Author(s): Siladitya NAHA-SC Service Manager validation2 Date: Feb, 4th 2020 Approver(s): Lise GILLON Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0601823 - Oracle PROD app is down & Application drive H is missing (July 1st, 2020)
English
siladitya.naha@eu.corp.airliquide.com
3
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:07
11
Major Incident Reports
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NaN
GIO-CS-EUR-IaaS Legacy Physical Server
NaN
NaN
NaN
2
2020-07-01 18:45:32
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NaN
GIO-CS-SD-WINDOWS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Oracle PROD app is down & Application drive H is missing INC0601823 - July 1st, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 2 Hours 38 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
17g5uq, 1st, 2020, airliquide, amei, app, application, bis, bis amei\n link to the mir : https://docs.google.com/document/d/17g5uq_uertv5m2p3pajefviawcdvktm1xdcypbe6lj4/edit#heading=h.gjdgxs, com, corp, docs, document, down, drive, edit, english, gjdgxs, google, heading, https, inc0601823, jean, july, leroy, link, mir, missing, naha@eu, oracle, prod, siladitya, software, uertv5m2p3pajefviawcdvktm1xdcypbe6lj4
NaN
KB0019731
MIR INC0690183 - SPLUNK/Server: Ping Status is KO for SEWWP114 (February 2nd, 2021)
Restore files on a shared folder - Cloud File Storage
English
simon.azar@eu.corp.airliquide.com
71
Simon AZAR
Uncategorized
Published
2025-07-29 13:50:42
31
myITcorner
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NaN
NaN
NaN
NaN
NaN
2
2023-07-11 17:41:16
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NaN
GIO-EUS-GOPS-DWP-L2
Perimeter : Shared folders stored on the Cloud File Storage (AWS FSx). What is a shared folder and how can I access it ? A shared folder is a network drive mapped to your Windows Explorer on your Air Liquide computer. It is designed to store non-compatible Google Drives documents. A shared folder name start with "Data_XXX" How can I have access to a share ? Go to CARM and follow this article instruction How can I get the previous version of a file or a folder ? 1. Right click on the folder (or a file) 2. Click on properties, a new window appear 3. Click the "Previous Versions" tab 4. Select the version you want and click on "restore" (you can compare files before restoring a file)
This article is meant for internal/sub-contractors Air Liquide Windows users. For Chromebook users, see this article. myCitrix is a virtualization platform allowing you to access Air Liquide business applications without being installed on your PC. Prerequisites Citrix Receiver: request the installation of the Citrix Workspace desktop client (go to myITcorner --> Applications --> Windows Applications --> IT Tools --> "Citrix Workspace App") Connection to the Air Liquide network From a site/office network; OR, Via Ivanti VPN Request access to Business Applications you need. Depending on the application, you have to either: Request in CARM --> “My Remote Apps”, if the app is listed Otherwise, contact the app owner Connection procedure Step 1 Open Chrome and browse to: https://mycitrix.apps.airliquide.com Step 2 Sign in with your Windows credentials User name: firstname.lastname Password: your Windows password Domain: default is eu.corp.airliquide.com Click on Log on Step 3 First connection, click "Detect Receiver" Citrix Receiver Detection: when logging for the first time, this message might appear, click on “Detect Receiver” Step 4 Open or install the Citrix Receiver If a Chrome pop-up appears, click “Open Citrix Receiver Launcher” Otherwise, if after a few seconds, no window appears, click on “Already installed” Step 5 Launch your Business Application, click on the appropriate application Keyboard shortcut Shortcut difference between myCitrix Remote Desktop and a local Windows PC: Functionality myCitrix (HDX mode) local Windows PC Switch between tabs Alt + tab (only work in full screen mode) Ctrl + tab Lock screen Altgr + del Ctrl + alt + del Expand the myCitrix client to full screen mode Ctrl + alt + F1 or Altgr + F1 Exit full screen mode Shift + F2 Echap Otherwise, the same shortcuts can be used on myCitrix HDX mode (in full screen mode) compare to a local Windows PC. Remote desktop tips See the Chromebook article for tips on how to use the myCitrix Remote Desktop. Help This error message occurs: “Incorrect user name or password” Reason 1: Either your Windows account has expired or deactivated or there was a typing error. Find instructions here to reset your password.
This article is meant for internal/sub-contractors Air Liquide Chromebook users. For Windows users, see this article. myCitrix is a virtualization platform allowing you to access non-compatible Chromebook applications: Air Liquide applications (including SAPLogon Pad) A Windows virtual desktop (optional) What’s new with myCitrix: On myCitrix, you have direct access to applications (through the “APPS” tab) The virtual Windows desktop is optional for accessing applications. By default, you have access to the “APPS” tab with applications like SAPLogon. If you need a virtual Windows desktop, see below to request CARM access. Prerequisites You need to be connected to the Air Liquide network From a site/office network; OR, Via Pulse VPN myCitrix connection procedure Step 1 Check if you have the “Citrix Workspace” extension installed If not, add it (link to Chrome Web Store) Step 2 Run Citrix Workspace from the launcher Enter the following URL in the Account URL field then click Connect. For the Europe myCitrix platform: https://mycitrix.apps.airliquide.com For the Americas Citrix StoreFront: https://sina-ctxprd.am.corp.airliquide.com Step 3 Sign in with your Windows credentials Enter your firstname.lastname in the 1st field and your Windows password in the second one. Choose your Domain (default is eu.corp.airliquide.com) then click on Log on Step 4 Launch your application or the remote desktop For SAPLogon and business apps, select “APPS”, then click on the appropriate icon For the virtual desktop, select “DESKTOPS”, then click on “My Remote Desktop” Citrix Receiver shortcuts Request access for apps/virtual desktop You can request CARM access for non compatible Chromebook application: Business Application: Go to CARM, “My Remote Apps” and see if the app you are looking for is listed. Otherwise request access from the app owner. Windows virtual desktop (optional): Go to CARM, “My Remote Apps” and select “My Remote Desktop for Non-Windows Devices” myCitrix virtual desktop tips Transfer files from/to you local PC 1) Access your local files Go to “Network” → “Client” then select your hard disk (e.g. “C”) Or type: \\client\c$\ to access your C local disk 2) Authorize file access When the pop up appears, select “Read/write access” 3) Copy/paste your files Copy/paste your files between the Remote Desktop and your local disk ________________________________________________________________________________________________________________________________________________________ Print a document 1) Print your document with Citrix UNIVERSAL Printer Print your document as usual (Go to File → Print OR Ctrl+P) Select the printer “Citrix UNIVERSAL Printer...”. If you don’t see the option, click on “view more” 2) Print on your local printer The EMF Viewer app opens in your local PC, from there print on your local printer Help Cannot connect to the server This error message occurs: Reason 1: The URL is not correct Incorrect user name or password This error message occurs: Reason 1: Either your Windows account has expired or deactivated or there was a typing error. No ressources available This error message occurs: Reason 1: You are not allowed to access the GIO virtual desktop. _________________________________________________________________________________________________________________________________________________________ Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
Business Partners - Secure Remote Access & myCitrix
English
simon.azar@eu.corp.airliquide.com
229
Simon AZAR
Uncategorized
Published
2025-07-29 13:49:16
12
myITcorner
NaN
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NaN
NaN
NaN
NaN
NaN
0
2024-04-30 17:05:46
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GIO-CS-SD-CITRIX-L2
You want to give Business Partners access to the Air Liquide apps/myCitrix ? Please see this article on TechGuides for the instructions. (Being connected to the AL network is required to open the link - VPN or on site).
Learn to set up Okta Verify mobile app on a new device
English
sirine.bekkal@eu.corp.airliquide.com
2167
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 20:56:29
78
myITcorner
NaN
#########
3.18
GIO - SEC - OKTA
NaN
NaN
NaN
80
2022-07-05 15:06:57
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NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
Set up Okta Verify mobile on a new device This article is for users who already have an Okta Verify account on a device. If you’re a new user who wants to set up Okta Verify mobile for the first time, see How do I set up the Okta Verify mobile application? in the related articles. Before you begin Ensure that you can still access the Okta Dashboard. If you can't access the Okta Dashboard, please contact the service desk. Table of Contents Task 1. In a browser, get a new enrollment QR code for Okta Verify mobile. Task 2. Install the Okta Verify mobile app and add an account. Task 1. In a browser, get a new enrollment QR code for Okta Verify mobile. From a browser, sign in to the Okta Dashboard at https://login.airliquide.com. If you can't sign in, please contact the service desk. From the Okta Home page, click your name and then click Settings. Scroll down to Security Methods and click Set up another in the Okta Verify section. Verify your identity via an authentication factor as prompted. Click Set up to confirm that you’re setting up Okta Verify mobile.The Okta Verify mobile enrollment QR code appears on the screen. Task 2. Install the Okta Verify mobile app and add an account. - If your mobile device is already enrolled on Intelligent Hub, you should already have the Okta Verify mobile app installed.- If your device is not enrolled, download the app from Google Play (Android devices) or the App Store (iPhone and iPad) and install it. Open the Okta Verify mobile app and follow the next prompts. Choose the type of account to add. Tap Organization. Choose your account setup method Ensure the QR code is shown on another device such as a laptop or desktop. Tap Yes, ready to scan, and point your camera at the QR code displayed in the browser on the other device. If you don’t know how to obtain the QR code, tap Where do I get my QR code? on the screen. If prompted, enable biometrics. Tap Enable. If prompted, allow push notifications on your device so that you can approve future sign-in notifications without opening the Okta Verify app. If prompted, enable biometrics. Tap Enable.IMPORTANT NOTE: Your biometrics (fingerprints, facial features) are stored locally on your device and are not accessible to Okta Verify. The application only verifies that they match your device’s configured biometrics. Tap Done to complete the account enrollment.Your new account is now available in the Okta Verify mobile app.You can now use Okta Verify mobile to sign in to the Air Liquide applications.
BTS - Libreview - Account creation and drivers' installation
English
sirine.trabelsi@eu.corp.airliquide.com
94
Andre LAURENT
Uncategorized
Published
2025-07-29 18:12:19
6
GIO Service Desk
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NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
31
2025-05-15 15:27:38
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NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: Libreview is an internet platform on which you have to create your account, then Libre Freestyle permits user to upload patient data from their device BEFORE YOU START: This configuration has to be done upon a non standard software installation. STEPS: You can create a professional account from the invitation email or directly from the LibreView website. 1. Go to www.libreview.com and click Open Account 2. Select LibreView Professional Account 3. Select the country in which you reside. 4. Enter the RPPS or ADELI number / Without this number, contact technical support to access LibreView (https://pro.libreview.io/contact-support) 5. Accept the Terms of Service 6. Accept the privacy policy 7. Enter your information 8. Go to your inbox and locate the verification email sent by LibreView. Click the Verify Email Address button 9. Click Next on the LibreView login window 10. LibreView requires 2-factor authentication to complete your account setup. Enter a phone number where you can receive text messages. Click Send to receive a code on this phone. 11. Enter the code, decide if you want to remember this browser and click Next. If you decide not to remember the browser, you will need to receive a code each time you log in to LibreView. --------------- Important: During the installation, you must also install the LibreView device drivers, the 3.3.2 version is available here: https://drive.google.com/drive/folders/1HQ_sKI26t5jBRtlNaGCiLoyQhB3TCkUF?usp=share_link In case of issue: When Libre Freestyle and Libreview driver is installed, but the device is still not detected by the application after PC reboot and device re-connection, please follow the following steps:1. Uninstall Libre Freestyle 1.02. Download the preinstalled Freestyle from here: https://drive.google.com/drive/folders/1HQ_sKI26t5jBRtlNaGCiLoyQhB3TCkUF?usp=share_link2. Copy preinstalled Libre Freestyle into C:\user3. Place Shortcut to Desktop (Libre Freestyle.exe)4. Make sure Libreview Driver 3.3.2 is installed LOGGING CATEGORISATION: Installation to be done upon a non standard software request. TICKET TYPE: Request ARTICLE TYPE: Process TEAM: L1
COUNTRY/REGION:AME ENTITY:BIS AMER SYMPTOMS: Access failure Application issue BEFORE YOU START: Contact information of the support group can be provided to the user. STEPS: The Service Desk will gather the details of the concern.Inform the user that we will forward the issue to the appropriate group.Create a SNOW/SOW ticket and assign to BAM-TS-DEVEL-L2 LOGGING CATEGORISATION: Business service: BAM - Primary Production Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BAM-APP-L2-Primary Production
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling to report that he/she is unable to join a Teams meeting with an external partner. Error: Only people with access to this organization can participate in its meetings BEFORE YOU START: Make sure the user was able to join the meeting before and has an "Azure Active Directory Account" in CARM as per KB0032877. STEPS: 1. Ask user to check with the meeting organizer whether he/she excluded external participants to join the meeting 2. The invitation link might be corrupted. Redirect user to the meeting organizer to resend the invitation to the given meeting. If the issue persists, obtain the information listed below and dispatch the AdHoc ticket to the respective Onsite team: screenshot of the error messageURL of the meeting LOGGING CATEGORISATION: Business Service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Application Subcategory: Support / Assistance Assignment group: For AMEI/EU: GIO-EUS-SD-AMEI-L1.5 / GIO-EUS-SD-EUROPE-L1.5 For AME/APAC: Onsite TICKET TYPE: Incident ARTICLE TYPE: FCR or Assignment TEAM: L1, L1.5, OSS
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with Work4All STEPS: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - Pharma ERP Category: Application Subcategory: Bug / Defect Routing: BHC-VADE-Pharma TICKET TYPE: Incident
BTS - Navision - no apps or desktops available in Citrix
English
sirine.trabelsi@eu.corp.airliquide.com
23
Helmi MILI
Uncategorized
Published
2025-09-29 14:49:34
6
GIO Service Desk
NaN
#########
NaN
BAMEI - Navision - Account and Finance
NaN
NaN
NaN
3
2025-06-19 10:24:17
#########
NaN
BAMEI-HUB-NAVISION-L2
COUNTRY/REGION:AMEI ENTITY: BIS AMEI SYMPTOMS: User is unable to login to Navision via Citrix due to "There are no apps or desktops available to you at this time." error. POSSIBLE CAUSES: User is not in the good AD group or not added at all. BEFORE YOU START: Check if Citrix Workspace is installed. If not, ask user to install it from My IT Corner. -> my it assistance >> Citrix Workspace ( EU)Check if the user is using the correct link :https://mycitrix.apps.airliquide.com/Citrix/MyStoreWeb/Check if the user is member of the correct AD group ( in active directory under "member of" windows). TunisiaMoroccoPreprod 2016BIS-AMEI_SGG_NAV16_Citrix_DBIS-AMEI_SGG_NAV16MA_Citrix_DProd 2016BIS-AMEI_SGG_NAV16_Citrix_PBIS-AMEI_SGG_NAV16MA_Citrix_PPreprod 2009BIS-AMEI_SGG_NAVTN_Citrix_DBIS-AMEI_SGG_NAVMA_Citrix_DProd 2009BIS-AMEI_SGG_NAVTN_Citrix_PBIS-AMEI_SGG_NAVMA_Citrix_P STEPS: Create an incident, and assign it to GIO-CS-AMEI-L2. LOGGING CATEGORISATION: Business service: BAMEI - Navision - Account and Finance Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-CS-AMEI-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: ID page is printed as the first page of every printed document. STEPS: To be done in case an ID page/title page(containing user's windows ID) is being printed with each document: Click on printer name in devices and printers and select printer. Click on "Adjust print options" Select advanced option. In ID work select inactivate ID Work option. and OK Click on printer name in devices and printers and select printer. Click on "Adjust print options" Select advanced option. In ID work select deactivate ID Work option. and OK. LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Configuration item: Printer name Category: Devices Subcategory: Printers Resolution Notes: Assisted user with turning ID page off.
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: User wants to modify a mobile line. They want to raise a request for a change of subscription/options, suspend a line, terminate a line, change the owner of a mobile line STEPS: Link: Modify a mobile line request on My IT Corner 1. We guide the user to raise the request on their PC 2. Please check the other options. User can request to add the option of international calls or send the mobile line to someone else. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorneR In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will guide the user to submit request via myITcorner TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS - Mobile device - PUK code cannot be found in the system
English
sirine.trabelsi@eu.corp.airliquide.com
479
Laurence AZERRAD
Uncategorized
Published
2025-07-30 12:28:59
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
120
2025-05-15 14:24:08
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:FRANCE ENTITY:ALL SYMPTOMS: User needs the PUK code and his phone is blocked, but in the system the PUK code field is empty / phone number cannot be found or the user already inserted the PUK code and the SIM card is blocked. BEFORE YOU START: Confirm the phone number again with the user to make sure that the phone number is correct.Consult: KB0025389 - Mobile device - Providing PUK code to user &For ALSF user assign ticket to FR-ALSF-TELEPHONY-MOBILE-L2STEPS: If you are unable to find the required PUK code because the field is empty, the phone number is not found in the system, or the PUK code is already blocked, please redirect user to submit the following request in MyITCorner to contact the Fleet manager. https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=c11307624fd27e00eaa6ab6ba110c7b3 User will need to fill out the form and submit it in order to get in contact with the fleet manager. POSSIBLE CAUSES: - User has the forgotten the PIN code. User has tried more the 3 times to access the phone with their PIN and PUK code is requested. The file of PUK code field is empty.- Provider is SFR, not OBS: - Provider is OBS but the PUK ID cannot be found: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: Mobile fleet managerExplanation: Guidance to MyITCorner/IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: "Show where to go" request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs to correct the wrong date format on windows (right corner below the time) STEPS: 1. Open Windows Settings. 2. Click on Time & language 3. Click on Date & time. 4. Under format click the Change date and time formats link. 5. Use the Short name drop-down menu to select the date format you want to see in the Taskbar. 6. Use the Short time drop-down menu to select the time format you want to see in the Taskbar. 7. Close the Settings app to complete the task. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Device Subcategory: Support / Assistance Resolution Notes: Assisted user with correcting the the date/time format in Windows settings. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, appearing, com, corp, correct, correct the wrong format of date on windows, correctly, date, date is displaying not correctly, displaying, english, format, gerhards, good, how, maik, not, not good date appearing, sirine, software, trabelsi@eu, windows, windows-, wrong
NaN
KB0013722
Citrix - unable to open applications or Virtual Desktop from Citrix
English
sirine.trabelsi@eu.corp.airliquide.com
1163
Pierre-Eric SAVARY
Uncategorized
Published
2025-07-30 16:05:04
4
GIO Service Desk
NaN
#########
4.00
GIO - EUS - UWP - Entreprise Apps Store
NaN
NaN
NaN
654
2025-07-30 16:04:39
#########
NaN
GIO-EUS-GOPS-Apps-Deploy
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user is unable to launch/open an application or the Virtual Desktop after a successful login to Citrix. The following error message might appear: Unable to launch an application User is able to connect into the Citrix environment but unable to launch an application EM: example (It can be a different one depending on the applications) BEFORE YOU START: If the user doesn't have Citrix Receiver/Workspace installed, they will get the below error: If Citrix Receiver/Workspace needs to be installed on user`s PC. Follow: KB0011931 STEPS: 1. Check in the Citrix Receiver/Workspace icon in the System Tray at the bottom right part of the screen on the taskbar, right click on the Citrix icon and select 'Connection Center' 2. Confirm with the user whether they are using any different app via Citrix at the moment, if not, or if they confirm that it is OK to close other apps, end the session in Connection Center and then ask the user to try again with the app that did not work. 3. If the application is still not opening, reinstall Citrix Receiver/Workspace. 4. If the issue is not resolved, log a ticket for the appropriate team as per below categorization. LOGGING CATEGORISATION: Business service: EU/AMEI: GIO-CS-EUR-PaaS Virtualization AME: GIO-CS-AMER-Application and Desktop Virtualization Category: Application Subcategory: Availability and Performance Issue Assignment Group (if not L1): EU/AMEI: GIO-CS-SD-CITRIX-L2 AME: GIO-CS-AMER-CITRIX-L2 Resolution Notes: Assisted with Citrix related issue. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, application, applications, be, can, cannot, cannot connect login to citrix (e.m.: citrix client download url is not configured.), citrix, citrix connection, citrix pre-prodction, client, com, configured, connect, connection, corp, desktop, dev, dev server, download, english, executed, file, host, ica, ica file, jump, jump host, launch, launched, login, not, open, pierre-eric, pre-prodction, run, savary, server, sirine, software, trabelsi@eu, type, unable, unable to launch your application, url, virtual, vitrual, wifi, windows, windows cannot open this type of file (.ica), your
NaN
KB0013243
BTS - RTO ASU - PROD issues
English
sirine.trabelsi@eu.corp.airliquide.com
18
Zahra APERT
Uncategorized
Published
2025-09-29 14:32:14
6
GIO Service Desk
NaN
#########
3.00
LI Plants Operations
NaN
NaN
NaN
23
2025-06-19 9:55:11
#########
NaN
BEU-LI AP-OTHER-PP
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User calls with issues concerning RTO. STEPS: User has to provide the following information: - Applications models (ASU, HyCO, ASU_V2_ALFI) - Plant(s) (Rozenburg, Dunkerque, FOS, ) - Profile: Analyst, Viewer, Operator, - Entity: ALFI, ALBI, AMEI, ALRU, Or a user that can be used as a template. LOGGING CATEGORISATION: Business service: LI Plants Operations Configuration item: RTO ASU - PROD Category: Application Subcategory: Availability and Performance Issue Assignment group (if not L1): BEU-LI AP-AIMMS
COUNTRY/REGION:AMERICAS, EUROPE ENTITY:ALL SYMPTOMS: The user is unable to execute the Citrix desktop in clientless mode and needs assistance with installing the HDX client. POSSIBLE CAUSES: This is because of an ongoing incident: INC1334918. STEPS: 1. Download and install Citrix Workspace App (Receiver). URL: https://www.citrix.com/products/receiver.html 2. Browse to user's local Air Liquide Secure Remote Access URL Please use Incognito mode with the browser. Europe users: https://partners-eu.vpn.airliquide.comAmericas users: https://partners-amv.vpn.airliquide.com Click on the HDX Mode bookmark to open access the Citrix interfaceOn Windows, you will be prompted for Citrix Receiver detection. Move to Step 3. 3. Click "Detect Receiver". This message usually appears on the first connection 4. Click "Open" on the Citrix Workspace browser pop-up. If user does not receive the pop-up, its OK, just click on Already installed 5. Click on "Already installed" 6. Ask user to Log in with their AirLiquide credentials 7. Install Pulse application launcher 8. - Launch an application. Click on a Citrix published app. A pop-up may appear, ignore it 9. You should get screen with a counter running, either wait or click Download to begin the download process to allow you to install the Pulse application component. 10. Mark always allow and Click Open on the Pulse Secure browser pop-up 11. Agree on Pulse Secure pop-ups. Two windows from Pulse Secure Application Launcher may appear For certificate, tick Save settings then click YesFor warning, click on Always 12. Agree on Pulse Setup Client installation You may be prompted to install the following applications, click Yes PulseSecureAppLauncher.msi 13. Launch Citrix application normally If application does not launch please reboot your PC and then reconnect to the your local Secure Partner site:EU: https://partners-eu.vpn.airliquide.comAmericas: https://partners-eup.vpn.airliquide.com If the Citrix is not correct: 1. Right-Click Citrix Workspace app (next to the time on the bottom-right corner) and press Advanced Preferences 2. Click on High DPI 3. Select Let the operating system scale the resolution 4. Close all Citrix applications, wait 10 seconds and try again. LOGGING CATEGORISATION: Business service: GIO-CS-EUR-PaaS Virtualization Configuration item: CITRIX - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user with installing the HDX client. Afterwards, user could connect to Citrix.
BTS - Delegate rights and validations in My IT Corner before going to holiday
English
sirine.trabelsi@eu.corp.airliquide.com
99
David LUCAS
Uncategorized
Published
2025-07-30 14:27:23
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
30
2025-07-30 14:25:01
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User goes to holiday or changes work position or for other reason is on long leave and not able to manage the approvals of requests in My IT Corner, needs to delegate rights. If user is also a CARM approver and needs to delegate validation rights in CARM too, follow article How CARM approver can delegate his/her validations STEPS: 1 1. Click on "your name" which will show "user options" at the right of My IT Corner header 2. Click on "Profile" 3. Click on My Delegations 4. Click on "New Delegation" 5. Choose a delegate and select the item which need to be delegated: · Approvals : To delegate all approvals that you may be asked (changes, requests, etc.) · All notifications : To delegate all notifications within which you are in CC · Meeting notifications : Not Used LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorneR In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will guide the user to submit request via myITcorner TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
Gideons - Customer data is missing when downloading Confirmation List (VAJ)
English
sirine.trabelsi@eu.corp.airliquide.com
21
Deepak HASANI-SC
Uncategorized
Published
2025-07-30 15:48:03
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
19
2025-07-30 15:47:11
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Customer data is missing when downloading Confirmation List (VAJ) STEPS: 1. Check if the customer may be sidelined (check with following query; compare with DOC_NO):2. Check if Currency exchange rate exist.SELECT DH.DOC_NO , 'This Delivery Date doesnt have any currency exchange rate' AS COMMENT,'58.00' AS RuleNumber FROM DO_HEADER DH JOIN ACCOUNT A ON A.ACCOUNT_NO=DH.ACCOUNT_NOOUTER APPLY (SELECT MAX(CURRENCY_DATE) CURRENCY_DATEFROM CURRENCY_EXCHANGE_RATEWHERE CONVERT(CHAR(10),CURRENCY_DATE,112) <= CONVERT(CHAR(10),DH.DEL_DATE,112)AND CURRENCY_CODE = A.CURRENCY_CODEAND TO_CURRENCY_CODE = (SELECT LOCAL_CURRENCY FROM COUNTRY_SETTINGS)) CEWHERE CE.CURRENCY_DATE IS NULL LOGGING CATEGORISATION: If the above steps did not solved the issue, raise an incident with the following details: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group: BAP-COE-GID-L2
COUNTRY/REGION:SPAIN ENTITY:ALL SYMPTOMS: Connect to Gasmedi applications through the Air Liquide network. If the user has a problem accessing the Navision application STEPS: Users to connect to GASMEDI applications must have the Citrix client software installed. Citrix_Receiver_EU.bat Access is preferably through the Google Chrome web browser (https://citrix.gasmedi.com). Users must enter Citrix credentials and the domain (gasmedi) Once you are logged in to Citrix, applications published through Citrix will appear. Once you are logged in to Citrix, applications published through Citrix will appear. The main error cases with Citrix are: Account temporarily blocked due to login error. Wait for the account to be unlocked for a period of 15 minutes, or request a password change through local IT.The user accesses the address https://citrix.gasmedi.com and downloads the launch*.ica file, but cannot launch it because the Citrix agent is not installed. Install the Citrix agent available through Marimba.A missing license error appears. Notify the user that they must request an additional license through their CARM supervisor. See on pages 1-2 Info: If you have trouble viewing this document please click here If the issue cannot be solved, assign ticket to ES-GASMEDI-AUTHORIZATIONS-L2. LOGGING CATEGORISATION: Business service: GIO-CS-EUR-PaaS Virtualization Category: Application Subcategory: Bug / Defect: If the user does not have Citrix Receiver installed/there is a problem with the configuration and it is necessary to reinstall Availability and Performance Issue: Other cases Resolution Notes: CITRIX is working correctly.
access, access to navision, accesso, accesso a navision, airliquide, assistance, bts, citrix, com, conection, conneccion, conneccion en remoto, corp, en, english, gasmedi, gomez-sc, navision, remote, remote conection, remoto, sirine, trabelsi@eu, users, william
NaN
KB0044085
BTS - Calltrack - Access Request
English
sirine.trabelsi@eu.corp.airliquide.com
19
Laurence AZERRAD
Uncategorized
Published
2025-06-19 9:27:29
5
GIO Service Desk
NaN
#########
5.00
GIO - PCI - myHR Help & Request
NaN
NaN
NaN
4
2025-06-19 9:25:42
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is calling for access / login information to Calltrack Airliquide Kite application - https://mes-astreintes.apps.airliquide.com/ STEPS: The access is managed by the user's Local HR, kindly guide user to reach out to them. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: My HRExplanation: Guidance to MyHR. In case of blank ESS Incident submitted by the user: Business service: GIO - PCI - myHR Help & Request Configuration item: myHR - PROD Category: Application Subcategory: Support / Assistnace Resolution Notes: Show where to go form submitted
COUNTRY/REGION:Qatar/AMEI ENTITY:AMEI SYMPTOMS: User is in Qatar requesting access W8 plant gate/turnstile. STEPS: 1.Ask the user to provide the plant approval 2.Assign the incident to GIO-EUS-SD-AMEI-L1.5 to dispatch it to Onsite Qatar LOGGING CATEGORISATION: Business service: BAMEI-Desktop Softwares Configuration item: Hostname of the PC Category: Application Subcategory: Access / Availability Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALLExcept France SYMPTOMS: User reports mobile phone/tablet issue. POSSIBLE CAUSES: Device is broken or faulty. BEFORE YOU START: User is Outside of FRANCE: GIO does NOT support mobile phone/tablet issues! STEPS: GIO does not provide support for mobile phones. Please inform the user about the following: 'As it is not a service we are supporting, we do not know we manages it at your entity. Please contact your IT Approval or Budget Approval who could redirect you to the person who takes care of it at your affiliate. Thank you!' Open a request and close it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Category: Application Subcategory: Support / Assistance Resolution Notes: "Show where to go" request submitted.
BTS - Google Service Account - Add / remove an alias
English
sirine.trabelsi@eu.corp.airliquide.com
94
Harold OUSSET
Uncategorized
Published
2025-07-30 15:15:07
5
GIO Service Desk
NaN
#########
3.00
GIO - EUS - Service Desk
NaN
NaN
NaN
59
2025-07-30 14:54:42
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling that he/she would like to add/remove an alias to his/her existing Google Kite email account. STEPS: The My IT Corner request Manage alias for Kite Group has to be raised by the user: https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=4f5a47024faa9a009864ca1f0310c70f LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: assisted the user to submit a request in MyITcorner.
BTS - OKTA - setting up Yubikey for user who already has OKTA
English
sirine.trabelsi@eu.corp.airliquide.com
142
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-09-29 14:45:43
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
33
2025-06-19 10:43:14
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user needs to use Yubikey for authentication, but already has OKTA. STEPS: 1. Open OKTA dashboard and go in the Settings. In the Security methods click on Set up another by Security key and biometric. 2. It will open an OKTA window. Click on Set up. After that in the pop up window (Security key setup) press OK. 3. Click on OK again in the pop up window (Continue setup). After that the user needs to insert the Yubikey and type in a new PIN. 4. Pop up window will ask the user to touch the security key. After the user touched it the setup is done. In the OKTA window click on Set up later. 5. The Yubikey is ready. The user can access the Okta dashboard and can check it in the Settings. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment assistance Request details: Device type: YubikeyReason: New Device (first enrollment) or Secondary Device
BTS - Mobile - unable to call and receive calls due to "inactive phone number"
English
sirine.trabelsi@eu.corp.airliquide.com
68
Bassam ZINE
Uncategorized
Published
2025-05-15 14:37:00
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
19
2025-05-15 14:35:35
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User called because she is unable to call and receive calls on her AL owned phone because the automatic message says their number is inactive. Apps on the phone are working appropriately. BEFORE YOU START: Please make sure that the device is owned by AirLiquide, and that it's a physical phone, not an app, like Tvox or Webex. STEPS: Redirect user to their Local IT Representative. THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to IT Manager. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Category: Application Subcategory: Support / Assistance Resolution Notes: "Show where to go" request submitted.
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is calling because they needs assistance with SAP Logon theme modification. STEPS: 1. Left Click on the top of the SAP Logon PAD 2. Click Options... 3. On Visual Design select Theme Settings 4. You can select another theme (SAP Signature Theme is the equivalent of the previous design version) LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Managed Apps SAP Configuration item: Hostname of pc Category: Application Subcategory: Support / Assistance
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: User from *AMEI Region contacted us because he is having a booting issue, windows is not loading, floppy drive error, blue screen *AMEI ( Africa Middle East and India) BEFORE YOU START: Desktop and Laptop in this regions are not managed by Dell STEPS: 1.Try basic troubleshooting steps : -reboot -hard reboot -cross checks of power cable , try with/without power cable -remove any external screens -Try to perform Dell diagnostics by pressing F12 -Check the LEDs of the keyboard/charger -Ask the user is there any bip sound or smell 2.In case the issue persists after all cross checks , document the exact error message and send the ticket to L1.5 -Dark Screen -Blue screen -Windows Error -Try to get a photo of the error message if possible Record everything in STARS and send it to L1.5 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Configuration item: Hostname of PC Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-SD-AMEI-L1.5
africa, airliquide, amei, arab, black, black screen, blue, blue screen, boot, booting, booting issue, bts, com, corp, dell, does, does not start, east, egypt, english, hardware, india, issue, middle, middle east, morocco, no, no post, no power, not, pc, post, power, qatar, region, screen, sirine, software, south, south africa, start, trabelsi@eu, tunisia, windows
NaN
KB0041469
BTS - Microsoft Excel - Slow Performance / Issues
English
sirine.trabelsi@eu.corp.airliquide.com
313
Aldo RAMOS-SC
Uncategorized
Published
2025-05-15 14:45:14
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Install non managed apps
NaN
NaN
NaN
101
2025-05-15 14:44:50
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Microsoft Excel freezes, crashes, closes by itself or shows slow performance in general. POSSIBLE CAUSES: Common reason is having a large Excel file with a lot of data, formulas, macros, add-ins, or objects like charts and pivot tables. The more complex the calculations, the slower Excel will perform. Another cause can be having multiple add-ins installed that run in the background, using up resources. BEFORE YOU START: Check IF there are any other background processes running on users computer that could be affecting Excel's performance. Make sure to close any unnecessary programs and free up as much memory as possible. STEPS: 1.- Delete temporal files from: %temp%C:\TempC:\Windows\Temp 2.- At Excel click in the bottom right to < Optimize for compatibility> 2.1.- You can also go to File > Options > General, under User Interface options, when using multiple displays, select "Optimize for compatibility". 3.- Go to file > Options > Advanced >Under the Display section, check the box for 'Disable hardware graphics acceleration' > Click ok and restart users computer. 4.- In case these steps does not solve the issue please uninstall Excel from users pc, reboot and reinstall the corresponding version of Excel from Marimba. *Remember after an installation always to: Run: Start > Air liquid > SoftwareUpdateToolRun: Start > Air liquid > PolicyUpdateRun: CMD > gpudateReboot the device. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: SD troubleshoot the issue by perform above steps TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:BIS SEPPIC ENTITY:APAC & US SYMPTOMS: End user would like to have access or have functional issue with OPTIMANT BEFORE YOU START: OptiMaint is a global solution for managing and organizing the maintenance function. It is mainly used in the production sector. The login is done via Citrix Receiver, the credentials are created at the first connexion Access: The request has to be made through MyITcorner. They are in the the category "Applications" in the sub-category "Operation tools > Healthcare". The request can also be find in the search bar with the name of the application. Example : OPTIMANT -> https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=a90026f8db6a8c90d07cf90532961923 URL: (picture) Key users: https://docs.google.com/spreadsheets/d/1DGBu0de1mMz2RjE0fyWh9Ht8OUn84ft2a_bqcwOPNAU/edit#gid=1239925893 STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, be careful if it is un access request (It is not an incident when a user says : I can't see ..., I no longer have access to ..., I could do before ..., etc...) create a ticket with the catalog request of the concerned application, copy the text in the comment, close the incident with the number of the request in the closing note and this comment "Access request is not an incident". If you don't be able to create the catalog request in the closure note put the link of the catalog request to use. 4. Assign the ticket to the group corresponding with the Business service. LOGGING CATEGORISATION: Business service: BSE - CMMS OPTIMAINT Configuration item: CMMS OPTIMAINT USA - PROD Category: Application Subcategory: Accordingly Assignment group (if not L1): BSE-CMMS-OPTIMAINT-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
REGION:AME, EU ENTITY:BIS AMER, HHC SYMPTOMS: Multiple users are reporting an issue with the Resmed Airview website not opening, with a message indicating 'System Unavailable' POSSIBLE CAUSES: There is an issue on Resmed/Phillips' side. BEFORE YOU START: Make sure the user is using the correct link to the site: https://airview.resmed.com/login STEPS: Redirect user to contact Resmed directly: For phone support in the Americas : 1 (800) 424-0737 (toll-free) in United States and Canada. For phone support in Europe: +80073763322 (toll-free) LOGGING CATEGORISATION: Business service: BAM - Customer Experience CI: ResMed Service Software - PROD - AMER Category: Application Subcategory: Support / Assistance Resolution Notes: Redirected user to Resmed Support
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: The Service Desk will assist users from all the region when they report to have printer related issues. STEPS: For Hardware related incidents - Onsite Team will contact the Local Canon Representatives For infrastructure or software related issues - The ticket will be assigned to GIO-EUS-GOPS-CWS-MPS-L3 group if the Service desk or OSS were not able to resolve it In the event where the Service Desk is not able to resolve the issue, please gather essential information such as Users Diagnostic, Ping Result Screenshots and what troubleshooting steps that you have performed when you escalate the issue to GIO-EUS-GOPS-CWS-MPS-L3 group Refer to further action required pointer -> HERE After an in-depth troubleshooting from GIO-EUS-GOPS-CWS-MPS-L3 , the incident may be escalated internally to another GIO support team maybe due to infrastructure issues. Alternatively, GIO-EUS-GOPS-CWS-MPS-L3 will also email the CSPL (Canon Singapore Group) as a 3rd level of support The GIO-EUS-GOPS-CWS-MPS-L3 group keeps the responsibility for updating the ticket to provide the right visibility for the Service Desk (in the event where the end-user calls back to check) Canon Contact List LOGGING CATEGORISATION: Business service: GIO - EUS - MPS Configuration item: Printer name Category: Devices Subcategory: Printers Assignment group (if not L1): GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User needs to share Google Calendar with other people. STEPS: 1. In the calendar list on the left side of the page, click the down-arrow button next to a calendar, then select Settings and Sharing. 2. Enter the email address of the person you want to share your calendar with by clicking on +Add People. 3. From the drop-down menu on the right side, select a level of permission, then click Add Person. 4. Click Save. Once you click Save, the person you selected to share the calendar with will receive an email invitation to view your calendar. The person will need to click on the link contained in the email to add the calendar to his/her other calendars list, the calendar will not be automatically added to the users Calendar account. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Resources Category: Application Subcategory: Support / Assistance Resolution Notes: User was assisted to change the language on kite homepage.
Intelligent Hub Mixed Usage - transfer data in case of phone change
English
sirine.trabelsi@eu.corp.airliquide.com
130
Alexandre BONNAIRE
Uncategorized
Published
2025-08-06 14:19:47
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
23
2025-08-06 14:19:09
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance with transferring their files from their old to their new phone or tablet. STEPS: In case of web apps and work profile: confirm to user that the synchronization and the data transfer will be automatically donedata saved on their SIM: confirm to users that if they use the same SIM, they won't loose any datalocally saved files on personal profile: advise user to upload files to Google Drive LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Application Subcategory: Support / Assistance Resolution Notes: Provided information user regarding data transfer. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS - M3H-M3 - unable to print from M3H-M3, but able to print from windows
English
sirine.trabelsi@eu.corp.airliquide.com
213
Marie-Cecile BAZONNARD
Windows - Storage / Performance
Published
2025-05-15 15:10:29
5
GIO Service Desk
NaN
#########
NaN
BHC - FO - NéHomes France
NaN
NaN
NaN
268
2025-05-15 15:09:02
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User can not print from M3H-M3, but he/she can print from Windows eg. Word files. STEPS: 1. Make sure the printer does work if you try to print from Windows. You can test it by printing out a page in MS Word or pdf. 2. If it`s not working from windows please do the basic troubleshooting steps for a printer issue. Please use the template GLOBAL - Printer - Issue. Other troubleshooting steps for Alehos user in the KB0012527 3. If it`s working from Windows, assign the ticket to BHC-SUPPORT-L1 4. Make sure you mention the name in M3H-M3 of the printer in the ticket (example : BORDE031, VITRY432, etc...) and form where the printing started. NOTE: the printers names are different in M3H LOGGING CATEGORISATION: Business service: BHC - OPS - M3 Technical Configuration item: M3 - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): BHC-SUPPORT-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
BTS - KITE /Drive - Change the language of KITE and Drive
English
sirine.trabelsi@eu.corp.airliquide.com
179
Harold OUSSET
Uncategorized
Published
2025-07-30 6:11:54
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
220
2025-05-15 15:30:36
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User would like to change the language of KITE mailbox Drive or other Kite tools STEPS: Step 1: Open KITE mailbox / Drive Step 2: Click on profile picture Step 3: Click on "Manage your Google Account" Step 4: Select "Personal Info" Step 5: Click on the "Language" tab Step 6: +Add another Language if the desired language is not in the Other Languages list. Step 7: Use the arrow to move the desired language as preferred. 8.- Clear cookies and cache from Chrome browser. 9.-Create new chrome profile as per KB0039791 After performing the above steps, the language of KITE Gmail (or Drive) will be changed. Refresh the chrome tab to apply the new setting if needed. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Service desk will guide the user on how to change the language in Kite TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, alehos, bts, change, com, corp, drive, drive language change, english, for alehos users, for lvlmedical users, gmail, harold, kite, kite language change, language, lvl, lvl medical users, lvlmedical, medical, medical users, ousset, sirine, trabelsi@eu, users
NaN
KB0049686
BTS - Winshuttle - SAP Hana environment missing
English
sirine.trabelsi@eu.corp.airliquide.com
93
Maik GERHARDS
Uncategorized
Published
2025-09-29 13:00:51
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Entreprise Apps Store
NaN
NaN
NaN
6
2025-06-19 10:49:42
#########
NaN
GIO-EUS-GOPS-Apps-Deploy
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls because SAP Hana environment is missing from Winshuttle, it's working appropriately on SAP Logon. POSSIBLE CAUSES: Winshuttle needs to be updated. BEFORE YOU START: Please ensure that the user has submitted and received approval for the corresponding request even for upgrading already installed non-standard software. STEPS: Upgrade Winshuttle based on the following guide: https://docs.google.com/document/d/16eP4-laxoiFWjofI1L_AWMu3kO92s2plZo2ZjGy-rPY/edit LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Installation / Deployment Configuration item: name of the computer Resolution Notes: Assisted user with upgrading the software that the user requested.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls for AL Maritime ERP support. ERP is called "AX" or "Dynamics AX" or "MS Dynamics" POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: If user is facing an issue with Maritime AX/Dynamics AX, follow KB0048720. If user is requesting access rights, he should use Access - Maritime AX request. STEPS: Use and fulfil the template to ensure right assignment to BGMT-Maritime-Support-L1 LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog item Explanation: Guidance to MyITCorner. In case of blank ESS Incident submitted by the user: Business service: BGMT - Maritime - ERP Category: Application Subcategory: Support / Assistance Assignment group (if not L1): BGMT-Maritime-Support-L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is calling because a pop-up appears on his desktop several times per day asking to complete the installation. STEPS: Ask user the hostname/IP address. · Connect via bbca, uninstall Nuance pdf converter, and delete the channel as well. · Refresh bbca and check if it has disappeared. · Open marimba and start the installation of Nuance from there. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: Service desk will guide the user to uninstall/reinstall the software TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: A Business Partner is calling for assistance on how to connect to Citrix. BEFORE YOU START: Check whether the user meets all the prerequisites in order to be able to connect to Citrix see Citrix - Install Citrix Receiver/ Online plug-in (GLOBAL) and Business Partner - Citrix installation on a NON Air Liquide computer (GLOBAL) STEPS: The BP that are using SRA-BP within partners-eu.vpn.airliquide.com after OKTA validation the page will display 3 Web bookmarks replacing Citrix access : - My Legacy Remote Apps & Desktops with Citrix receiver : Access to Citrix Legacy platform (Windows Only) - My Standard Remote Apps & Desktops within the browser : Access to MyCitrix platform --- URL : mycitrix.apps.airliquide.com => web Access with HTML5 - My Backup Remote Apps & Desktops with Citrix receiver : Access to MyCitrix platform (Windows Only) --- URL : mycitrix.apps.airliquide.com Please note: Users who need to access their Citrix desktop will have to use the FIRST bookmark, the legacy one (1st bookmark). The other 2 bookmarks will point to the new Citrix infra for accessing : ALTO and only ALTO LOGGING CATEGORISATION: Business service: For BIS AMERICAS: GIO-CS-AMER-Application and Desktop VirtualizationFor BIS Europe and all except: end users you have to use GIO-CS-EUR-PaaS VirtualizationFor E&C end users you have to use BEC - XEN InfrastructureFor BIS HHC : BHC - Other applications Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted user on how to connect to Citrix for partners.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: In Agent Workspace a data issue is noticed by the user or by HD. Data issue examples: Missing SituationMissing Configuration ItemMissing Routing rule STEPS: Open an incident with the categorization found below and describe the data issue 2. Once the Incident is created please select: Internal Service: GIO - PCI - ITSMaaS - Master Data Management 3. Assign the ticket to GIO-ITSM DXC Third Party Maintenance Team. LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Configuration item: ManageMyService - PROD Category: Application Subcategory: Data issue Assignment group: GIO-ITSM DXC Third Party Maintenance Team
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User wants to upgrade Encore Pro 2. BEFORE YOU START: User need to have admin rights on the pc. You cannot change the password, a re-installation is needed with the user's local admin rights. Installation demands connection in Air Liquide server. Downloading and installation requires more than 2 hours, depending on the server connection of user. STEPS : Install Encore Pro2 with the local admin rights of the user. (Encore pro version 2.24 is available in Google drive for Windows 10 version. https://drive.google.com/open?id=1QwozkOOPgLb0q-ULfrJtDJMnxdXkO1Ms) Encore Pro can be used only by one admin user if is a shared desktop.Uninstallation manual: https://drive.google.com/file/d/0B6Lbqfphx0EPZVRwbnBhenc0R3MInstallation manual: https://drive.google.com/file/d/0B6Lbqfphx0EPTEZDR3loMFl3UXc LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Bug / Defect
airliquide, bts, com, corp, encore, encore 2, encore pro, english, gerhards, installation, maik, pro, sirine, software, trabelsi@eu, update, upgrade
NaN
KB0048273
BTS - Google Chat - Access Error
English
sirine.trabelsi@eu.corp.airliquide.com
57
Harold OUSSET
Uncategorized
Published
2025-07-30 6:10:02
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
11
2025-06-19 9:45:51
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is receiving any error message while trying to access to Google Chat POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: You are receiving an error message when you try to access Google Chat. Make sure you are using a supported browser.Check your internet connection. Try a different browser.Clear your browser cache and cookies.Sign out and sign back in to Google Chat.If you cannot resolve it, Contact Kite Support. KB0012701 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Access / Rights Configuration item: Google Suite - PROD Resolution Notes: Google chat access has been restored.
BTS - MAC OS Device - Failed to setup Virtual Adapter
English
sirine.trabelsi@eu.corp.airliquide.com
49
Maik GERHARDS
Uncategorized
Published
2025-09-29 14:48:06
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mac OS
NaN
NaN
NaN
8
2025-07-30 14:35:24
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:*EUROPE* ENTITY:*BIS-EUROPE* SYMPTOMS: Error 1205 : "Failed to setup Virtual Adapter" on a Mac computer POSSIBLE CAUSES: Ivanti extension is blocked from loading. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: Click the Apple menu at the top left of your desktop.Click System Preferences.Click Security & Privacy.Click the lock so it changes to the unlocked position to make changes.Click the General tab.Under "Allow apps downloaded from", select "App Store and identified developers"Look for the following message: System software from developer "Ivanti" was blocked from loading.Next to the message click Allow to enable the extension.Click the lock icon so it changes to the locked position to save changes.Close the Security & Privacy window.The kernel extension has been authorized and full functionality of the Ivanti Desktop client should be available. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mac OS Category: Application Subcategory: Installation / Deployment Assignment group (if not L1): L1.5
BST - HP printing - How to Configure HP Jet Direct via Telnet
English
sirine.trabelsi@eu.corp.airliquide.com
31
Gunalan BALAN-SC
Printing / Devices
Published
2025-09-29 13:49:08
7
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Managed printing services
NaN
NaN
NaN
3
2025-06-19 9:32:41
#########
NaN
GIO-EUS-GOPS-CWS-MPS-L3
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user called requested for assistance on how to configure HP Jet Direct via Telnet STEPS: 1.Make sure you have set static IP address on your laptop/desktop. 2.To ensure that you are able to reach the Jet direct IP. Do a Ping Test. 3.Launch CMD and run as administrator. 4.Telnet to the Jetdirect IP Address 172.17.xxx.xxx 5.Start changing the IP address / subnet / gateway 6. After all this is done. Type quit command to save. 7.Test the printer. LOGGING CATEGORISATION: Business service: GIO - EUS - Local Support - APAC Category: Devices Subcategory: Printers Resolution Notes: Service desk will guide the user to configure the printer
airliquide, apac, balan-sc, bst, com, configure, corp, direct, english, gunalan, hardware, how, how to, hp, hp jet direct, jet, printer, printing, sirine, telnet, trabelsi@eu, via
NaN
KB0020375
BTS - Kite - Change the Display language of Google Spreadsheet, Google Docs, Google Presentation
English
sirine.trabelsi@eu.corp.airliquide.com
79
Mohdasnawi MAKMON-SC
Uncategorized
Published
2025-07-30 6:12:02
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
59
2025-05-15 15:33:31
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: Users want to change the interface/display language of their Google Spreadsheet, Google Docs, Google Presentation POSSIBLE CAUSES: User must be able to access Kite/Google Account for the changes to apply STEPS: For Google Sheet: Open Google Sheet > File > Spreadsheet Setting In the Settings for this spreadsheet click the language shown in Display language (i.e. English) In the Language window > Add another language > Select desired language (i.e. Japanese) Set the added language priority to the top Refresh Spreadsheet tab. Check if the changes applied In case the content does not appear in the desired language, delete cookies and cache and restart google chrome. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Support / Assistance Resolution Notes: Service Desk will remote into users PC and assist to change the language on google sheet TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User contacted in need of requesting access to IOT (https://preprod.bos.iot.airliquide.com/login). STEPS: 1. Guide user to CARM (https://carm.apps.airliquide.com/Carm/CarmInit.do). 2. Guide user to "My Access" in CARM. 3. Raise a request for both IOT-4BOS access and IOT-4BOS PREPROD (Only for Administrator) access. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Account and password Resolution Notes: Assisted user with submitting the proper request for IOT access in CARM.
Server NAS My cloud - Unable to Map/Connect to the Server
English
sirine.trabelsi@eu.corp.airliquide.com
57
Maik GERHARDS
Uncategorized
Published
2025-07-30 15:42:42
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
6
2025-07-30 15:40:46
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: KB is L1.5 scope. User is unable to Map/Connect to the server "NAS MY CLOUD" : Error message below. Server name: nasmycloudex22x4to.eu.corp.airliquide.com Server IP address: 172.26.88.135 BEFORE YOU START: Make sure the user is connected to AL network and we can remote his PC. STEPS: - Open Windows session using your administrator account. in REGEDIT , go to Ordinateur\HKEY_LOCAL_MACHINE_SYSTEM\CurrentControlSet\Services\LanmanWorkstation\Parameterschange the value to "1". - Reconnect to user's windows session and check whether the server is mapped or not, if not please add the server using the Path or the IP address. - After performing the mentioned above steps, the user should access normally to NAS server. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of user`s pc Category: Application Subcategory: Access / rights Resolution Notes: Server NAS was mapped correctly.
BTS - Google Group -Find the owner of a Google Group in CARM if you are NOT a member
English
sirine.trabelsi@eu.corp.airliquide.com
189
Changhou LOW-SC
Uncategorized
Published
2025-07-30 15:46:01
5
GIO Service Desk
NaN
#########
1.00
GIO - SEC - End-User Account Provisioning in CARM
NaN
NaN
NaN
71
2025-07-30 15:44:18
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: Global ENTITY: ALL SYMPTOMS: User would like to know who is the owner of a certain Google Group and he/she is NOT the member of that group. STEPS: Check the owner of the Google group in CARM by selecting Request new Google group membership and writing the name of the group. 1.Go to My Access> Groups > Request new Google group membership. 2.Insert the Google Group name or email address, then click the magnifying glass. (You don't need to write justification) 3. The Group owner will be displayed next to the group name. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to Find the owner of a Google Group in CARM.
-find, airliquide, bts, carm, changhou, com, corp, english, find, find owner of google group if you are not member of kite group, google, google group owner, group, group owner, if, kite, low-sc, member, not, owner, sirine, trabelsi@eu, you
NaN
KB0054692
BTS - Livia - Access Request
English
sirine.trabelsi@eu.corp.airliquide.com
60
NaN
Uncategorized
Published
2025-05-15 15:23:04
5
GIO Service Desk
NaN
#########
NaN
BHC - Other applications
NaN
NaN
NaN
27
2025-05-15 15:18:41
#########
NaN
BHC-SUPPORT-L1
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User would like to create an account for Livia. STEPS: Create an incident and assign it to BHC-SUPPORT L1 LOGGING CATEGORISATION: Business service: BHC - Other Applications Configuration item: Livia - PROD Category: Application Subcategory: Bug / Defect Assignment group: BHC-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
access, account, airliquide, alehos, bhc, bts, care, com, corp, english, healthcare, home, home care, livia, lvl, request, sirine, trabelsi@eu
NaN
KB0043917
BTS - Loop - Request membership to additional sites
English
sirine.trabelsi@eu.corp.airliquide.com
24
Vincent CAO
Uncategorized
Published
2025-06-19 10:05:02
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
7
2025-06-19 10:03:28
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs access to an additional site so that he/she can: Book a deskBook a meeting roomOthers modules offered by the site STEPS: 1. Login to CARM 2. Click on My Access 3. Click on Loop. If Loop does not appears, click on the + button. 4. Use the dropdown list menu to browse Loop sites, select a site then click on the + button. Click Submit. A notification has been sent to the Admin of the site to approve or reject the request. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which topic: CARMExplanation: Request membership to additional sites
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: When user is trying to run an add-in in Excel, nothing happens. BEFORE YOU START: Check if the add-in has been correctly installed. STEPS: Solution to an issue caused by a specific Windows update in December 2024: Install marimba pack: https://marimba.apps.airliquide.com:5282/GIO/Components/g_01649_microsoft_excel-2016-addon-fix-KB4484305_ml_48 OR Download MS KB straight from MS site: https://support.microsoft.com/en-us/topic/november-19-2024-update-for-excel-2016-kb4484305-c7fdc4c1-5061-c276-254f-5a090a462e4a If you choose to solve the issue with the manual download, please take into consideration the architecture of Excel that the user has (32bit or 64bit). This can be checked in Excel under File->Account->About Excel LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Installation / Deployment Resolution notes: Add-ins re-enabled on the computer. TICKET TYPE: FCR ARTICLE TYPE: Incident TEAM: L1
add-in, airliquide, bts, bug, com, corp, corrupted, english, excel, gerhards, install, maik, microsoft, not, not working, sirine, trabelsi@eu, working
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KB0012570
BTS - Maximo - Correct link to Maximo LI
English
sirine.trabelsi@eu.corp.airliquide.com
204
Daniela PJETRI-SC
Uncategorized
Published
2025-05-15 15:08:14
5
GIO Service Desk
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LI Plants Maintenance
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163
2025-05-15 15:07:56
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ALZ-APM-L3
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Use this link if users can not access Maximo LI neither from the Kite homepage nor from Albi homepage STEPS: link for Maximo Europe : https://maximo.apps.airliquide.com/maximo/ui/maximo.jsp It works in IE but if user opens it in Chrome it will redirect to IE. It is useful to add to the Favorites in IE. Also, here is the link for the new ALBI homepage where user also can reach Maximo: https://site.airliquide.com/albi/workplace/my-tools NOTE: Please check when you close the ticket if it will be closed at our group and won't be assigned to BEU-LI AP-MAXIMO LOGGING CATEGORISATION: LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to IT Manager. In case of blank ESS Incident submitted by the user: Business service: ALZ - Production asset Category: Application Subcategory: Support / Assistance Resolution Notes: "Show where to go" request submitted. Assignment group (if not L1): ALZ-EU-GCS-Production Asset L2 ARTICLE TYPE: FCR TEAM: OSS
COUNTRY/REGION:FRANCE ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User calls because he can't launch M3H/M3. The link opening displays a blank page or an error has occurred. BEFORE YOU START: If connected with Ivanti, make sure to select Europe zone, HHC applications only works with Europe zone! User has to have an existent valid M3H/M3 profile in order to access M3H/M3. STEPS: fix the blank page, please check the following: - link used by user > https://hhc-m3.eu.corp.airliquide.com/infor/ - Chrome version should be up to date - delete cache of Chrome - verify that M3H/M3 is closed by "deconnexion"and PC is restarted each days If the problem still persists, Open an incident with the issue description and assign it to BHC SUPPORT L1. LOGGING CATEGORISATION: Business service: BHC - OPS - M3 Technical Configuration item: M3 - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): BHC-SUPPORT-L1 Resolution Notes: Deleted cache of Chrome browser. Afterwards, the M3H/M3 application started up without any issue. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
MIR INC0582764 - Login to ALTO Moblie is not possible - no data transfer from ALTO Mobile to ALTO si
English
snehal.babanhedau@eu.corp.airliquide.com
10
Jean LEROY
Uncategorized
Published
2021-08-24 11:44:18
10
Major Incident Reports
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Bulk Supply Chain & Mobility
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NaN
NaN
1
2020-05-11 10:28:21
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GIO-CS-SD-OTHERS APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Login to ALTO Moblie is not possible - no data transfer from ALTO Mobile to ALTO since 09.05.2020 5.00 p.m. INC0582764 - May 11th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 2 Hours 56 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1zjycgekaauovw1yvzujyak41qlb6embmuahxqlmtznk, airliquide, alto, babanhedau@eu, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1zjycgekaauovw1yvzujyak41qlb6embmuahxqlmtznk/edit#heading=h.gjdgxs, com, corp, data, docs, document, edit, english, europe, gjdgxs, google, heading, https, inc0582764, jean, leroy, link, login, mir, mobile, moblie, no, not, possible, si, snehal, transfer
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KB0020391
MIR INC0714216 - login to ALTO Mobile no possible for a lot of drivers (March 23rd, 2021)
MIR INC0642866 - Total unavailability of ALTO application (October 16th, 2020)
English
snehal.babanhedau@eu.corp.airliquide.com
1
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:08
12
Major Incident Reports
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0
2020-10-17 7:20:01
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GIO-CS-SD-OTHERS APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Total unavailability of ALTO application INC0642866 - October 16th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 7 Hours 28 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
16th, 1ha2t-ehaaghlmdr8qpyk0pznjvx4f5u8gxy2hgor, 2020, airliquide, alto, application, babanhedau@eu, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1ha2t-ehaaghlmdr8qpyk0pznjvx4f5u8gxy2hgor_t8/edit, com, corp, docs, document, edit, english, europe, google, https, inc0642866, jean, leroy, link, mir, october, snehal, software, t8, total, unavailability
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KB0022524
MIR INC0809441 - SPLUNK/Url: Ping Status is KO for http://partner.ialadin.net (September 16th, 2021)
MIR INC0743007 - SPLUNK/Url: Ping Status is KO for http://partner.ialadin.net (May 18th, 2021)
English
snehal.babanhedau@eu.corp.airliquide.com
0
Jean LEROY
Uncategorized
Published
2021-11-09 10:31:19
6
Major Incident Reports
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0
2021-05-18 16:20:40
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GIO-CS-EUR-IAAS-L3
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104eiyb-l8l3uz2est8to30p, 18th, 2021, airliquide, babanhedau@eu, com, corp, docs, document, edit, english, failure, google, http, https, ialadin, inc0743007, jean, ko, leroy, link, may, mir, multiple, multiple server and url ping failure\n \n google docs link :\n https://docs.google.com/document/d/104eiyb-l8l3uz2est8to30p_pszarjrdtmnbc9xcq98/edit#, net, partner, ping, pszarjrdtmnbc9xcq98, server, snehal, splunk, status, url
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KB0019628
MIR (Major Incident Report) : MIR INC0685259 - Oracle Downtime for EBS Windows and Security Upgrade
English
sohini.ghosh@as.corp.airliquide.com
1
Anil AGARWAL
Windows - Storage / Performance
Published
2022-10-26 10:51:26
11
Major Incident Reports
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2021-01-25 7:54:06
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BAP-HUB-ORA-L4
Date : Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Oracle Downtime for EBS Windows and Security Upgrade INC0685259- January 25th 2021 Time zone : 8:00 AM SGT Total outage duration : 17 hours and 30 minutes Executive Summary On 24th Jan 2021 at 10:00 AM GMT + 8:00 = 18:00 SGT, , HUB IT Oracle Team was doing the EBS Windows and Security (SSL)Upgrade from 21-Jan-2021 20:30 SGT - 24-Jan-2021 18:00 SGT as part of CHG0117094 and CHG0117093.Due to technical issues, upgrade was unsuccessful and oracle services has to be restored from the backup The symptoms of the incident were : Not able to start the Oracle APAC and JAPAN Application and its components The priory root cause was that the oracle executables linked post Operating System 2012 upgrade were not usable, due to which application services were failed to start. The resolution of the incident consisted in restoring the APAC and JAPAN Application and database servers from the backup taken prior to upgrade exercise by GIO Team. On 25th Jan 2021 at 03:30 GMT +8:00 = 11:30 AM SGT,, the incident is resolved, leading to a service disruption of 17 hours and 30 minutes. A priori root cause Prima facie, it seems that the issue occurred due to Operating System Upgrade from 2008R2 to 2012R2. We are still doing further investigation to figure the exact cause of the upgrade failure. Major steps leading to incident resolution 24th Jan 2021 18:00 : DBA Team unable to start the oracle application using standard procedure after OS Upgrade 18:30 : Setup Urgent call with all stakeholders (GIO + Oracle ) to find the root cause and next possible actions 19:00 : Decision was made to continue troubleshoot the issue and resolve it until morning 25th Jan 2021 06:00 : Issue was not resolved. Decided to restore the Oracle Services from Backup taken on 21st Jan 2021 07:30 : GIO Team restored the servers from backup. 09:00 : DBA Team started the Oracle APAC and JAPAN Application and database services and performed initial sanity checks 11:00 : HUB IT Internal team verified APAC and Japan production instance. 11:30 : Oracle Application released to Users. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PTASK0010908 . Version: V1.0 Date: Author(s): Assil KANDIL Service Manager validation Date: Approver(s): Service Director validation Date: Approver(s): Hub Director validation (opt) Date: Approver(s):
MIR INC0542895 - SPLUNK/MSSQL: Data and Log FS Usage breached threshold on SAEU-MSSQP15 (January 26t
English
Somnath.MUKHERJEE@eu.corp.airliquide.com
10
Jean LEROY
Uncategorized
Published
2021-08-24 11:44:21
10
Major Incident Reports
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0
2020-01-26 21:13:12
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GIO-CS-SD-DATABASE SQL-L2
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/MSSQL: Alert received for servers SAEU-MSSQP16 & SAEU-MSSQP15 with Data and Log FS Usage breached threshold INC0542895 - January 26th, 2020 Timezone : GMT Total outage duration : No Outage - The hosted application ALTO was available throughout the issue. Executive Summary Classification: “Server performance issue(File system utilization) On January 26th 2020 at 17:45 GMT+1, Alert received for servers( SAEU-MSSQP16 & SAEU-MSSQP15) with Data and Log File System Usage breached the set threshold. The symptom of the incident was that mount point utilization was high as new threshold limit has been lowered and set to 80% as proactive measure to avoid any major issue, however it triggered this P1. The concerned database(ALTOSASEAI) has moved to secondary server( SAEU-MSSQP15) in order to perform a manual cleanup in primary server (SAEU-MSSQP16),onec data has truncated then the DB moved back to primary server.The application ALTO never down through out the issue,hence no outage or impact noticed from any user. On January 26th, at 20:00 PM GMT+1 DB Sql L2 team monitored the usage of FS and performance which was fine to resolve the issue. A priori root cause ALTO PROD issue occurred due to the Log file getting full for ALTOSASEAI database which filled up the entire mount point E:\SQL_Data6,which hosts the Data(of User) and Log file of ALTOSASEAI database. Purge or cleanup has not happened on the user data due to which the mount point remains approx at 70% utilization, so large generation of defrag logs in the same mount point breaches the threshold.This defragmentation job is a standard maintenance job scheduled in Autosys. Hence ALTOSASEAI database needs to be purged and SQL L3 will discuss the same with BIS to plan it. As an interim and only during non business hours, an hourly report has been scheduled from SPLUNK monitoring tool which would let concerned team(s) know via mail about the status of FS usage beforehand and help them to take proactive measures to avoid any major issue as far as possible. Major steps leading to incident resolution1 20:10 GMT +1: L2 DB SQL team confirmed that Log Backup running fine on SAEU-MSSQP16 and on the Secondary Server SAEU-MSSQP15 the Log Backup is successfully getting completed for ALTO ALTOSASEAI and Forecast database. Log file is getting truncated and free space is normal on the ALTOSASEAI database. Now free space on E:\SQL_Data6 is normal and ALTOSASEAI database also having enough internal free spaces and log Backup running fine, L2 DB SQL checked 2 consecutive run as success and ALTOSASEAI database Log file is also not getting increased. Hence P1 ticket no. INC0542895 is resolved by L2 DB SQL team. 20:00 GMT +1: L2 Windows team also confirmed that CPU and Memory utilization is normal. Currently ALTOSASEAI database has been added to the Availability group and in Replica ALTOSASEAI database is getting restored. ALTOSASEAI database is restored on SAEU-MSSQP15 and now both Primary and Secondary Replica are in sync. L2 DB SQL will check the Log Backup run and see if the log files are getting truncated. L2 Batch team informed the archive backup jobs are activated and they are running successfully from latest runs. 19:15 GMT +1: P1 ticket INC0542895(saeu-mssqp15) is kept as parent ticket and another P1 no. INC0542898(saeu-mssqp16) is downgraded to P2 priority and related with this ticket as the alerts are same (Data and Log FS Usage breached threshold) and for same application ALTO. 19:10 GMT +1: L2 Batch was involved and as per SQL L2 instruction, batch team have deactivated the archive backup jobs. 19:05 GMT +1: L2 Managed team checked that Alto Application is working fine. Currently L2 DB SQL is trying to add the ALTOSASEAI database in Availability group and will restore the database in secondary Replica. Full back up is in progress on Primary ALTOSASEAI. 19:00 GMT +1:Upon investigating L2 DB SQL have checked Log Backup of ALTOSASEAI database is running fine but Log file of ALTOSASEAI database is full on E:\SQL_data6 as Log Backup of ALTOSASEAI is failing, L2 DB SQL removed ALTOSASEAI Database from the Availability Group and currently ALTOSASEAI database on SAEU-MSSQP16 is standalone and the database has been shrinked and space has been cleared. 18:30 GMT +1: Alert received for servers SAEU-MSSQP16 & SAEU-MSSQP15 with Data and Log FS Usage breached threshold. Tickets are assigned to L2 DB Sql Team. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041768. Version: V1.0 Date: Author(s): Somnath MUKHERJEE-SC, Vineet Singh Service Manager validation2 Date: Approver(s): Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0543876 - SPLUNK/MSSQL: Data and Log FS Usage breached threshold on SAEU-MSSQP15 (January 28t
English
Somnath.MUKHERJEE@eu.corp.airliquide.com
1
Jean LEROY
Uncategorized
Published
2021-08-24 11:44:20
10
Major Incident Reports
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2020-01-28 8:25:16
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GIO-CS-SD-DATABASE SQL-L2
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/MSSQL: Data and Log FS Usage breached threshold on SAEU-MSSQP15 INC0543876 - January 28th, 2020 Timezone : GMT Total outage duration : 1 Hour 19 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
**Issue identified and Symptoms SPLUNK/Unix: Disk Usage breached threshold **Configuration Item ALL Prod and PPRD Environment **Key Word or an Issue category Disk Usage breached threshold **Pre-requisites Note : Always do login on actual Physical server not on Global Zone server . Login to server and check actual usage of Disk space accordingly descision can be made. Now run the below command to check for which Disk space issue is and on that pool which FS are hosted. df -kh 3.Try to clean up the space by deleting the old traces/logs files using below command and reclaim the space. find . -name "*.trc" -mtime +10 -exec rm {} \; Make changes to above command as per the need. for Eg : If trm files need to deleted with retention of 15 days the command would be find . -name "*.trm" -mtime +15 -exec rm {} \; 4. If old files cannot be deleted and space cannot be reclaimed then new request need to be raised to unix team for adding addtional space to pool. Below is the Eg of request : REQ0813675 >> One can refer to this request can raise new request to unix team depending on the requirement. For eg : If we have received incident for 92 % Disk space threshold breached we need to add this much in order to bring the threshold around 85 to 87 % Disk space , depending on the Environment decision can be made. **Resolution steps Once the above request is completed and required amount of space has been added we need to check if usage is below threshold value or not by below command . df -kh 2. Once space is added go ahead and close the incident by mentioning the proper comments. **Contributing factors and priori cause File System Fills Up Because a Large File or Directory Was Created. Someone accidentally copied a file or directory to the wrong location.And also the too many new files are generated . **Post resolution steps Once space is added to pool go ahead and close the incident. **Referential document(s) NA **Referential team(s) GIO-CS-SD-DATABASE ORACLE-L2 GIO-CS-SD-UNIX-L2 **Referential ticket(s) INC1154912 **BIS or Owner Details GIO-CS-SD-DATABASE ORACLE-L2 **Vendor Details NA **Learnings NA
MIR INC0506825 - ZV81N - Interface entre SAP & Smartour ne fonctionnent pas (October 18th, 2019)
English
Somnath.MUKHERJEE@eu.corp.airliquide.com
1
Jean LEROY
Uncategorized
Published
2023-02-07 10:38:11
21
Major Incident Reports
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Cylinder ordering
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2
2019-10-18 12:31:18
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GIO-CS-SD-DATABASE SQL-L2
Date : Document Owner : Assil KANDIL | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. This MIR is redundant with the MIR Google doc The updates will be reported in each MIR every Monday morning (GMT+2) during the transition phase of the MIR migration in MMS. Last manual matching : 03/01/2020 Major Incident Report Interface entre SAP & Smartour ne fonctionnent pas (ZV81N) INC0506825 - October 18th, 2019 Timezone : GMT Total outage duration : 1 Hour 18 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification : “ZV81N - Interface between SAP & Smartour do not work” On October 18th 2019 at 9:13 AM GMT+2, a user created an incident, affecting SAP and Smartour interface. The symptom of the incident was documents not being processed into SAP affecting all Smartour users. The a priori root cause is a long running transaction in the SQL Database impacting the interface. The resolution of the incident consisted in clearing the long running Database transaction/query. On October 18th 2019 at 10:13 AM GMT+2, the long running database transaction was cleared and the incident resolved as the SAP & Smartour interface started working normally again, leading to a service disruption of 1 hour. A priori root cause Long running database query. When checked from DB end Long running DB Transaction was found which was causing blocking. As per BIS confirmation the particular spid (process id) that was long running was terminated and blocking got cleared and the Application was again accessible. Major steps leading to incident resolution 10:00 AM: L2 SQL team received P1 at 2019-10-18 09:57:04 GMT+2. BIS asked MAPPS L2 to restart applicative services. MAPPS L2 Team did restart at 09:24 AM GMT+2 but this didn’t help so Mapps team reached the DB Team. L2 Database team found only long running transaction/query, which were causing the issue. L2 SQL team is investigating further to resolve the issue. 10:20 AM: L2 SQL team found few blocking which can be caused due to simultaneous access of a single DB table, and the blockings caused the long running transaction. After clearing the long running transaction at 10:13 AM GMT the blocking also got cleared automatically. L2 Application team got confirmation over Hangout chat, from user Aurore NGO that the issue resolved after the long running transaction cleared from the system. Based on the confirmation ticket has been resolved by the L2 SQL team. NOTE: 1- Before assigning the incident to GIO, BIS Aurore NGO requested to restart the applicative services of CROSS Smartour Application which Mapps L2 did at 09:24 AM GMT+2 and later Incident sent to DB SQL Team’s queue. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041617. Version: V1.0 Date: Oct, 18th 2019 Author(s): Somnath MUKHERJEE-SC Service Manager validation Date: 30/10/2019 Approver(s): Philippe Le Rhun Service Director validation Date: 09/01/2020 Approver(s):Approver(s) :Marc PICHOURON
GIO-CS-EUR | Database| RDS MSSQL instance is experiencing performance issues
English
somnath.pal@eu.corp.airliquide.com
7
NaN
Uncategorized
Published
2025-03-13 6:20:28
3
Health Log Analytics
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2025-03-12 8:03:33
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NaN
GIO-CS-SD-DATABASE ORACLE-L2
Issue Identified and Symptoms The RDS MSSQL instance is experiencing performance issues, resulting in slow query execution and decreased database performance. The symptoms include: Increased query execution timesHigh CPU or memory utilizationSlow response from the databaseDeadlocks and blocking queriesHigh disk I/O utilizationInefficient indexing and query optimization Configuration Item RDS MSSQL instance hosted on an EC2 server. Key Word or an Issue Category Database performance, system resource utilization, query optimization, index fragmentation, deadlocks, and connection pooling issues. Pre-requisites Ensure access to the RDS MSSQL instanceNecessary privileges to run diagnostic queriesCloudWatch monitoring enabled for real-time performance insightsDatabase maintenance plan availability Resolution Steps Step 1: Check CPU Utilization Run the following query: SELECT cpu_count, cpu_usage FROM sys.dm_os_sys_info CROSS JOIN sys.dm_os_cpu_usage; Analyze results to determine if CPU usage is high. Step 2: Check Memory Utilization Run the following query: SELECT physical_memory_kb, committed_kb, committed_kb / physical_memory_kb * 100 AS committed_percentage FROM sys.dm_os_sys_info; Analyze results to check memory pressure. Step 3: Check Disk Usage Run the following query: SELECT drive, total_size, used_size, free_size FROM sys.master_files CROSS JOIN sys.dm_os_volume_stats; Analyze results to check storage utilization. Step 4: Analyze Query Performance Run the following query: SELECT qs.sql_handle, qs.execution_count, qs.total_logical_reads, qs.total_logical_writes, qs.total_cpu_time, qs.total_elapsed_time FROM sys.dm_exec_query_stats qs ORDER BY qs.total_logical_reads DESC; Identify poorly performing queries. Step 5: Check Index Fragmentation Run the following query: SELECT OBJECT_NAME(ips.object_id) AS TableName, i.name AS IndexName, ips.index_type_desc AS IndexType, ips.avg_fragmentation_in_percent AS Fragmentation FROM sys.dm_db_index_physical_stats(DB_ID(), NULL, NULL, NULL, NULL) ips INNER JOIN sys.indexes i ON ips.object_id = i.object_id AND ips.index_id = i.index_id WHERE ips.database_id = DB_ID() ORDER BY Fragmentation DESC; Identify fragmented indexes and rebuild if necessary. Step 6: Check Wait Statistics Run the following query: SELECT wait_type, waiting_tasks_count, wait_time_ms FROM sys.dm_os_wait_stats ORDER BY wait_time_ms DESC; Identify potential bottlenecks in wait types. Step 7: Check Lock Contention Run the following query: SELECT object_name, index_name, request_session_id, request_mode, request_status FROM sys.dm_tran_locks WHERE request_status = 'WAIT'; Analyze lock contention issues. Step 8: Check Deadlocks Run the following query: SELECT deadlock_graph FROM sys.dm_os_waiting_tasks WHERE wait_type = 'DEADLOCK'; Analyze deadlocks and resolve them by optimizing queries and transactions. Contributing Factors and Probable Cause High CPU/memory usage due to inefficient queriesDisk I/O bottlenecks affecting read/write performancePoor indexing strategy leading to slow query executionDeadlocks and lock contention blocking critical transactionsStorage capacity constraints affecting database operations Post-Resolution Steps Enable and monitor database performance using Amazon CloudWatchOptimize queries and implement proper indexing strategiesSchedule database maintenance activities such as reindexing and statistics updatesEvaluate upgrading to a higher EC2 instance type if requiredUse Amazon RDS Performance Insights for deeper analysis Referential Document(s) AWS RDS Performance Insights DocumentationDatabase Maintenance Runbook Referential Team(s) MSSQL DBA Team Referential Ticket(s)NA BIS or Owner Details NA Vendor Details Microsoft Support Portal: support.microsoft.comAWS Support Portal: aws.amazon.com/support Learnings Regular monitoring is crucial for proactive issue resolutionOptimizing queries significantly improves database performanceProper indexing strategy reduces query execution timeDeadlock resolution improves system stabilityScaling up infrastructure may be necessary for heavy workloads
As an Air Liquide collaborator you can have access to your personal session on your Chromebook in addition to your Corporate account. To do so, please follow the steps below : - Option A: 1/ Turn on your Chromebook 2/ Instead of opening your airliquide session. Click on the “Add Person” button on the sign-in screen and enter your personal account (@gmail.com) login information. Even if you see the @airliquide.com extension, your gmail account will be opened. 3/ You are now signed in with your personal account. - Option B: If you have entered your Airliquide session when opening your chromebook, you can still access your personal account using the incognito mode. On your computer, open Chrome. At the top right, click More New Incognito Window. A new window appears. In the top corner, check for the Incognito icon . You can also use a keyboard shortcut to open an Incognito window: Windows, Linux, or Chrome OS: Press Ctrl + Shift + n. Mac: Press ? + Shift + n. You can switch between Incognito windows and regular Chrome windows. You'll only browse in private when you're using an Incognito window.
Install an Uniflow Follow Me printer This procedure is applicable only for the rest of the world (except Europe) for Windows devices.We will be pushing a new printer queue and software to be installed in your Air Liquide PC and this will be transparent to you. After the deployment, a print queue name as Canon uniFlow SecurePrint Follow Me and software, Smart Clients will be installed. It allows you to to print to Canon printers with secure print. Prerequisite (if needed) Have a Canon Print Queue installed: Canon uniFlow SecurePrint Have Smart Client software installed (Request here) Register your badge on the printer (Procedure here) Step 1 To print an email or a document: From Gmail: Once selected email has been chosen, select the “Print” icon located at the top right corner of the email. This will open a print dialog box. From a Google documents (docs, slides, sheets,..), select “File” from the Menu Bar located at the top left corner of the page. Step 2 Next, select “Print” from the menu bar. This will open up a print dialog box. Step 3 Ensure “Follow Me” is listed as the printer destination. If not listed, select “Change” and select “Follow Me” from the list of printers. Step 4 On a shared Canon Printer, scan your badge. Step 5 Select Secure Print Step 6 Choose Select All or select the files you would like to print and select Print + Delete Step 7 After print job is complete, press Log Out to exit FAQ 1 uniFLOW is a Secure Print solution, and has been implemented in your environment. This document will help you to understand any questions you could have. If you do not find the answer, please contact your Air Liquide Helpdesk.Using the uniFLOW solution, each print job will wait until you release it on a Canon multifunction device using your badge or Windows login.With uniFLOW you can collect your print from any printing device using Windows printing or Google Cloud Print. FAQ 2 Can I shutdown my workstation before releasing my job at the multifunction device?Your workstation needs to remain up and running for you to release your documents. As we are using a server less solution, your documents will remain on your workstation until you release them. This is only true for windows printing. If you are using Chromebook printing, you document is sent to the Chromebook server and you CAN shutdown your workstation before releasing your print job at the multifunction device. FAQ 3 How do I know if uniFLOW has been installed on my workstation?If uniFLOW has been installed you will have a new driver called “Follow me”, and new software installed and launched in your task bar called “SmartClient”. FAQ 4 How to Set “Follow Me” printer as the default printer?From your Desktop, select the Windows icon and type “Control Panel”.In the Control Panel select “Devices and Printers”Under the “Printers” section, right click the “Follow Me” printer and select “Set as default printer” FAQ 5 How do I register my badge?You can go on any Canon multifunction device and just swipe your badge on the badge reader. The multifunction device will ask you to type your windows login and password, then your badge will be registered. You will find the procedure here. FAQ 6 I have printed a document and cannot see it on the printer.You are probably using an IP range which was not setup in the system. You can verify this by opening the SmartClient and checking if your service group is “xxx Secure print” (where xxx is your country). Then contact your Air Liquide helpdesk they will add you into the appropriate group. FAQ 7 I print from my workstation but the job is immediately deleted from the local print queue on my workstation.First you can check if your user name is displayed in the SmartClient page. If not, please restart your workstation. You can also check if your SmartClient belongs to the correct group – “Service group” should be: xxx Secure Print, where XXX is your country code. If not, you can click on the “Re-register” button. If this does not work, please contact your Air Liquide helpdesk. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
From a Home, Personal, or Public network 1/ Sign into your Chromebook using your current password 2/ Connect with Pulse Secure VPN Use Pulse Secure VPN to connect to the Air Liquide network. Refer to [ this guide ] for additional information. 3/ Navigate to CARM Open the browser and navigate to https://carm.apps.airliquide.com/. Enter your Windows network credentials if prompted. 4/ Change your passwords On the myCARM home screen, click “Change Passwords”. Make sure that the checkbox for “KITE Account (Google)” is marked, as well as any other accounts for which you would like to change the password. We recommend changing all passwords at once. Before continuing make sure that you remember your current KITE account password. You will need to enter it again in a later step. Complete the password change by entering a password that follows the rules shown on the page, and click “Submit”. If the password change is accepted you will see a confirmation message at the top of the page. 5/ Sign out of your Chromebook After changing your KITE account password you must sign out of your Chromebook. Click on the system tray in the button right corner, then click “Sign out”. 6/ Sign in again using both your new and old passwords First confirm that your Chromebook is connected to WiFi or a wired connection with Internet access. Select your account and enter your NEW password. You may be asked to enter a 2FA code or receive an authorization prompt on your mobile device. After signing in you will be asked to provide your OLD password to restore your encrypted data. Enter your OLD password to complete the password change process. From the Corporate network Perform the same steps for changing your password without the Step 2. Warning: you have to be connected using a wired connection (it does not work when connected to WIFI@AL2). Troubleshooting I cannot remember my password Please contact the Service Desk. They will be able to help you change your current Kite password. However, because your Chromebook is encrypted with the forgotten password you will not be able to access any data on the device. Fortunately, all data for Google apps is saved online on your Kite account - you will not lose this data. KBB00100581 App, 1 Password
MPS - CIRRATO - ACTIVATE YOUR FOLLOW ME PRINT KEY OR BADGE
English
sophia.chioua@eu.corp.airliquide.com
577
Sebastien PLAUD
Printing / Devices
Published
2025-07-29 13:41:51
45
myITcorner
NaN
#########
4.50
NaN
NaN
NaN
NaN
4
2020-07-07 14:38:36
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NaN
GIO-EUS-GOPS-CWS-MPS-L3
This procedure is applicable only for Europe. In order to retrieve or scan documents on Xerox MPS multifunctions, you might need a Follow Me Print Key. If your access badge is not compatible, these keys are provided by your local manager. Before being able to use it, you need to register it. This is a one-time only process. You can only do this on a device with a touchscreen control panel and a badge reader - e.g. devices models: 3635, 3645, 6655, 7835 and 7855. Prerequisites In order to follow this process, you should: Have your badge or a Follow me print Key Have a device with a touchscreen control panel and a badge reader e.g. devices models 3635, 3645, 6655, 7835 and 7855 Step 1 Swipe your Follow Me Print Key above the badge reader of the multifunction (MFD) device you want to use. Follow me print key (also called keyfob) Badge reader symbol Step 2 Start the badge registration process by tapping “Yes” on the touch screen Step 3 Type in your Windows login and press “Done”This is the username you use to logon to your windows session: login : [first name].[last name] Ex: Michael.Mustermann Step 4 Enter your Windows Password and press “Done” Your password is case sensitive Step 5 Check that your Windows Domain is “ALFRGIS” and press “Done” Step 6 Wait whilst the system register your badge. Step 7 Once you see this picture you are successfully logged in and your key is associated with your standard login account. The next time you wish to use the device simply swipe your Follow Print Key and this will automatically log you in.
FAQ - What is the difference between an Asset and a CI in ServiceNow?
English
Soriyactra.SUONG@eu.corp.airliquide.com
1
Laurene FOTSO SIMO
Uncategorized
Published
2025-07-28 17:01:26
16
IT Knowledge
NaN
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4.00
NaN
NaN
NaN
NaN
0
2015-12-15 17:11:35
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NaN
GIO-PCI-ITSM-Global Process Manager
Definitions Configuration Item (CI) - Any component (e.g. hardware, licenses, documents including contracts, premises) that needs to be managed in order to deliver IT activities. Asset - A CI which is involved in accounting, financial or legal processes; assets are hardware and licenses. Explanation Asset and Configuration Items (CIs) are stored and tracked as separate records in the ServiceNow database. Asset and CIs serve different purposes. A CI on the other hand represents the operational configuration aspect of a hardware item, software license, etc. Typical CI oriented usage could be: determining how the CI is currently used, who is the business owner, are there currently incidents change or requests related to the CI. Asset records are used for financial and contractual tracking. They tend to deal with financial, procurement and inventory, consumption, and disposal, depreciation, contracts and licenses. Typical asset oriented usage could be: determining the current asset value, the contract due date, the physical location, the need for reorder.
MIR INC0544084 - the site is down / Main: 2001H27538 (January 28th, 2020)
English
soukaina.barragoub@am.corp.airliquide.co
1
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:16:05
13
Major Incident Reports
NaN
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NaN
NaN
NaN
NaN
NaN
0
2020-01-28 13:49:34
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NaN
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report the site is down / Main: 2001H27538 INC0544084 - January 28th, 2020 Timezone : GMT Total outage duration : 35 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :Major connectivity outage On January 28th, 2020 at 12:13 GMT+2,
User wants to delete or inactivated the EPIC account
English
srichandra.r@as.corp.airliquide.com
14
Srichandra R-SC
Uncategorized
Published
2025-07-28 19:34:58
6
IT Knowledge
NaN
#########
NaN
BAP - HUB - EPIC
NaN
NaN
NaN
17
2023-08-20 13:09:07
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NaN
BAP-HUB-EPIC-L4
SYMPTOMS: User request to delete EPIC account or inactivated the EPIC. Refer to ADHOC0944437 BEFORE YOU START: Collect an information user email address STEPS: 1. Check the status email address in EPIC 2. Escalate the ticket to BAP-COE-EPIC-L2 as L1.5 do not have authority to void the Invoice in EPIC POSSIBLE CAUSES: NA LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - EPIC Configuration item: (if applicable) Situation: AdHoc Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 (To check the status email address ) BAP-HUB-EPIC-L4 (delete or inactivated the EPIC account)
COUNTRY/REGION:APAC ENTITY:BIS-APAC SYMPTOMS: User request to unblock email POSSIBLE CAUSES: The email has been block earlier in Outbound Blocked Email Addresses Refer to ADHOC1038216 BEFORE YOU START: Have access and authority to update in EPIC > Setup > Reporting > Outbound Blocked Email Addresses STEPS: 1. Click EPIC > Setup > Reporting > Outbound Blocked Email Addresses. 2. Search for the requested email address. 3. Click key icon to unblock the email and save 4. Email user to test again and confirm LOGGING CATEGORISATION: Business service: BAP - HUB - EPIC Configuration item: EPIC - PROD Category:Application Subcategory:Access / Rights Assignment group (if not L1): Resolution Notes: Unblock the email TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1.5
Oracle - Preliminary checks and update required for AME related setups
English
srichandra.r@as.corp.airliquide.com
1483
Subrata SAHOO-SC
Uncategorized
Published
2025-09-29 14:07:32
7
GIO Service Desk
NaN
#########
4.00
BAP - HUB - ORACLE
NaN
NaN
NaN
338
2025-05-02 6:38:19
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NaN
GIO-SEC-CARM-L2
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS: Issues related to Oracle AME Approval Hierarchy POSSIBLE CAUSES: Based on situation : Incident BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: Introduction: The KB document is prepared for IT support team to understand how employee and it's position hierarchy related setup are linked to different type of business document approval like Non-Matched AP invoice, PR Approval and GL Journal Approval. Scope and Assumptions: The scope of the document is limited to identification of employee and it's user account related setups which is key to any approval management in Oracle. The scope of the document is also provides an overview of how the positions are created and linked to position hierarchy which works as a vertical approval chain for AME approval linked to Non-Matched AP invoices. The Scope of the document also provides the AP invoice Approval linked setup for position hierarchy and various lookups This document excludes the key design and delivery aspect of Approval Management Engine and how it works. Abbreviations: AME - Approval Management Engine Un-Matched -- AP invoices which is not matched to any PO lines GL - General Ledger AP - Accounts Payables PR - Purchase Requisitions PO - Purchase Order SoD - Segregation of Duties Detail Considerations: Many a times, users keeps raising tickets (Catalogs, Incidents) asking for changes to AME setups for them to raise, approve certain business documents. If the relates setups are being updated or end dates because of certain changes in the external system like HRIS or CARM then those interfaced data also has an impact to the overall design of the AME approval. Below are step by step check points to check if the employee and it's linked user account setups are correct or no. 1. Catalog request asking for Setup change Leading to Employee/User Account Creation: Majority of the incidents or ask is to provide a setup change in Oracle with respect to "Change position hierarchy or approval Limit" or "Create New or Update to AME". When such requests comes we have to see. i. If the user requesting for specific person or he/she is requesting for entire set of people for a specific entity. If it is for entire hierarchy change then the setups need to be verified for each and every employee one by one. Like the case as attached (ALNZ Oracle (AME) Updated_1702.xlsx )for ALNZ where Andreas Roth has given a complete change for ALNZ position hierarchy change in 2022. If this is for specific user then please ask below questions before proceeding for any setup changes. > Provide the detail of the employee in the below Format. . Employee Email: . Employee Number . Employee Business Group/Entities - ALM/ALBS/ALA/ALNZ/ALC . Employee HRIS Positions > Is your request specific for AME Approval for AP invoices, PR Approval or GL Approval. One can't have all the roles as per SoD > Are you holding the same positions or moving to a new position which was held by someone else. > Once position is defined we would like to know who should be your reporting Manager and his position. > If he/she is going to be an approver what will be his/her approval limit for AME approval incase you need AP approval. ii. Once the details are received below queries need to be checked if the employee to user account details are available or no. -- Employee details available?select person_id,business_group_id from apps.per_all_people_f where lower(email_address) = 'andy.fong@airliquide.com'; or selectapap.person_id,apap.business_group_id,ahou.name,apap.current_employee_flag,apap.employee_number,apap.email_address,apap.full_namefrom apps.per_all_people_f apap,apps.hr_operating_units ahouwhere 1=1and apap.business_group_id=ahou.business_group_id and lower(apap.email_address)=:P_email_address -- Employee belongs to which Business Group/Entityselect * from apps.per_business_groups where business_group_id in (88,89); -- User Account Availableselect * from apps.fnd_user where employee_id = 28234 ; -- Person_id from apps.per_all_people_f or select * from apps.fnd_user where lower(email_address) = 'andy.fong@airliquide.com'; iii. If employee details are not available Please advise user to raise request to myalbssb-fssc-mdm@airliquide.com to create the employee details (For Non-Chinese Entities ) and for Chinese entities mail to be sent to (haiying.zhou@airliquide.com/ ying-chris.xu@airliquide.com) . The employee details at times need to be created in multiple business entities if the user is part of FSSC role iv. If user accounts are not available Please advise user to raise request through CARM process to create the User Accounts https://carm.apps.airliquide.com/Carm/welcome v. Link the employee to the user accounts Once the User accounts and employee details available then link the employee to the user accounts. This completes the User to employee details linkage. Example of such Ticket is > INC0899213, INC0898406 2. Employee Position Setup and linkage to Position Hierarchy: Below is the sequence of steps/Navigation guidelines as to how to create the Employee positions or change the employee positions. i. Navigation> (XXXX Purchasing Admin> Setup > Personnel> Employee or Positions or Position Hierarchy) Please ensure that the responsibility selected is linked to the same business group of the employee as per the sql given in Step-1 ii. Define Positions > (As per CATTASK0811828 a new positions was requested to be created -Key Account Manager..) Navigation> (XXXX Purchasing Admin> Setup > Personnel> Positions iii. Link Positions to Employee> (As per CATTASK0811828 the positions Key Account Manager.. was supposed to be linked to Tawharu, Clint) Navigation> (XXXX Purchasing Admin> Setup > Personnel> Employee) Search for employee by email id/last Name and then click on More to assign iv. Link Positions to Position Hierarchy> (As per CATTASK0811828 the positions Key Account Manager.. was linked to position hierarchy for ALNZ ) Navigation> (XXXX Purchasing Admin> Setup > Personnel> Position Hierarchy) Search for position Hierarchy (Which position hierarchy to choose for AP invoice is given in Step-3) v. Set Approval limit for Positions> (As per CATTASK0811828 the positions Key Account Manager.. need to have 30K Limit) The detail of this is given in Step-3.a where the lookup CUX_AP_AME_INVOICE_APPR_LIMITS is set for OU/Position combination 3. Catalog/Incident request asking for Setup update to AME Approval for AP Invoice Approval: 3.a: Non-Chinese Entities and without Cost Center Approval Below entities comes under the purview of this kind of setup where a predefined Position Hierarchy is used per entity which depicts how the approval chain will follow vertically by position and which position has how much approval limit. i. Position Hierarchy Lookup: Lookup CUX_AP_AME_INVOICE_HIERARCHY(XXXX Payables Admin> Setup > Lookups > Payables)Select * from apps.FND_LOOKUP_VALUESwhere LOOKUP_TYPE = 'CUX.....'and description = 'NAME' Find the type field: %CUX_AP_AME_INVOICE_APPR_LIMITS% is setup which depicts which entity follow what Position hierarchy for Invoice Approval. Below is the table for the same. Notes: OU_MY_SIG= The responsibility under ALM Entity Position Hierarchy OU_AU_ALA ALA PR Approval Hierarchy OU_AU_ALAS ALA PR Approval Hierarchy OU_ID_ALINDO ALINDO Invoice AME Hierarchy OU_ID_ALTECH ALINDO Invoice AME Hierarchy OU_KR_ALK PR Approval Hierarchy OU_KR_ALSK ALSK PR Approval Hierarchy OU_KR_VAK VAK PR Approval Hierarchy Position name : Finance & Accounting Manager.. OU_MY_ALBS FSSC-AME-APPROVAL-HIERARCHY OU_MY_ALM ALM Invoice AME Hierarchy new OU_MY_SIG SIG Invoice AME Hierarchy OU_NZ_ALNZ ALNZ PR Approval Hierarchy OU_PH_ALPI ALPI&ALPLUS PR Hierarchy OU_PH_ALPLUS ALPI&ALPLUS PR Hierarchy OU_SG_ALAM ALAM Invoice AME Hierarchy OU_SG_ALGEM ALGEMSG AME Approval Hierarchy OU_SG_ALIS ALIS Invoice Dummy Hierarchy OU_SG_BRUNOX Brunox PR Approval Hierarchy [under ALSG responsibility] OU_SG_SMI ALSMI Invoice AME Hierarchy OU_SG_SOXAL ALSG Invoice AME Hierarchy OU_SG_SOXEG ALSG Invoice AME Hierarchy OU_SG_VA ALVA Invoice AME Hierarchy OU_TH_ALT ALT Invoice AME Hierarchy OU_TW_ALFE ALFE AME APPROVAL HIERARCHY OU_TW_BALAZS BALAZS AME APPROVAL HIERARCHY OU_VN_ALVN ALVN&ALVS AME Approval-1 OU_VN_ALVS ALVN&ALVS AME Approval-1 ii. Position specific Approval Limit Lookup: Lookup CUX_AP_AME_INVOICE_APPR_LIMITS (XXXX Payables Admin> Setup > Lookups > Payables) is setup to maintain the approval limit by OU, Positions and amount in Functional currency of the entity. Attach is the current snapshot of data (CUX_AME_APPROVAL_LIMIT.xls) available in the lookup which is used to compare the invoice amount for approval. If Any new position is created and approval limit to be set then once the position is created, then required approval limit to be setup in the lookup Example of such Ticket is > CATTASK0847647, CATTASK0850633 3.b: Non-Chinese Entities with Cost Center Approval There are few entities as below which has approver and approval limit set based on Cost center available in the AP invoice. If there are more than 1 Cost center available then system chooses the 1st Cost Center available in the AP invoice distributions. i. Entities Responsible for Cost Center Specific Approval with Lookup names The navigation for the lookup is (XXXX Payables Admin> Setup > Lookups > Payables) Entity Lookup OU_SG_ALIS CUX_ALIS_AME_APPRV_CC_OWNER_1 CUX_ALIS_AME_APPRV_CC_OWNER_2 CUX_ALIS_AME_APPRV_CC_OWNER_3 CUX_ALIS_AME_APPRV_CC_OWNER_4 CUX_ALIS_AME_APPRV_CC_OWNER_5 CUX_ALIS_AME_APPRV_CC_OWNER_6 OU_TW_CAIYOU OU_TW_KANGJIAN OU_TW_KANGQUN OU_TW_VITALAIRE OU_TW_YIKANG CUX_VA-HC_AME_APPRV_CC_OWNER_1 CUX_VA-HC_AME_APPRV_CC_OWNER_2 CUX_VA-HC_AME_APPRV_CC_OWNER_3 CUX_VA-HC_AME_APPRV_CC_OWNER_4 CUX_VA-HC_AME_APPRV_CC_OWNER_5 OU_TH_ALT CUX_ALT_AME_APPRV_CC_OWNER_1 CUX_ALT_AME_APPRV_CC_OWNER_2 CUX_ALT_AME_APPRV_CC_OWNER_3 CUX_ALT_AME_APPRV_CC_OWNER_4 OU_SG_ALAM CUX_ALAM_AME_APPRV_CC_OWNER_1 CUX_ALAM_AME_APPRV_CC_OWNER_2 CUX_ALAM_AME_APPRV_CC_OWNER_3 CUX_ALAM_AME_APPRV_CC_OWNER_4 ii. Lookup Level Master Data: Attach is the file (AL_AME_APPROVAL_BY_COST_CENTER.xls) containing the current snapshot with query details which provides who is the approver and what is his/her approval limit to approve the AP invoice. Example of such Ticket is > CATTASK0859280 3.c: Chinese Entities with Various Lookup level approval The navigation for the lookup is (XXXX Payables Admin> Setup > Lookups > Employees) There are close to 110 lookups are setup which can be read as whether they linked to WEICHI or Non-WEICHI entities + Position (GM/AGM/VP) + BU (HR,HSE, E&I). Whenever any request comes for a change, then normally the local Users provide the BU details, Entity details and who is current approver and who should be future approver. If the details are clear then after cross checking all the points as mentioned in point-1 (Employee/User), the User Account need to be updated or added. The detail of the file is attached (AL China AME Approval Lookup.xls) with query for reference and can be used readily. Example of such Ticket is > CATTASK0870773 Conclusion: This document provides a comprehensive view as to how the User and employee to be setup and cross checked which is a must to check the correctness of the employee usage for AP, PO, GL and Project related transactions. The detail design elicited to help the L1 or L1.5 team to provide support for AME related setup linked to AP invoice approval with position setup only. Any further design consideration for AME engine or changes should co-exist and be referred to L2 team. Please be mindful that answering prerequisite questions is must before doing any updates to Employee, User Account or positions. LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: Oracle EBS APAC Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Process, FCR, Assignment TEAM: L1.5 (Escalate to L2 if unable to resolve the issue)
SYMPTOMS: User request add the shipment addresses in EPIC Refer to ADHOC0952891 BEFORE YOU START: Check the excel file have address or not. If don't have please requested from user STEPS: 1. Check the Excel file 2. Escalate the ticket to BAP-COE-EPIC-L2 as L1.5 do not have authority add shipment addresses in EPIC POSSIBLE CAUSES: N/A LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: BAP - HUB - EPIC Configuration item: (if applicable) Situation: AdHoc Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 (To check the excel file ) BAP-COE-EPIC-L2 (Add shipment addresses in EPIC )
BEFORE YOU START: Use SQL script for find the AP Invoice Number STEPS: Run using sql select ai.invoice_num, ai.invoice_date, ho.organization_id, ho.name, ai.quick_po_header_id, ai.po_matched_flag, ai.posting_status, al.amount --ai.status from APPS.ap_invoices_all ai, APPS.ap_invoice_lines_all al, apps.ap_suppliers ad, apps.hr_operating_units ho --apps.po_headers_all he where 1=1 and ai.invoice_id=al.invoice_id and ai.org_id=ho.organization_id and ai.vendor_id=ad.vendor_id --and ai.quick_po_header_id=he.po_header_idand ai.invoice_num=:P_invoice_num LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLE Configuration item: ORACLE- PROD Assignment group: GIO-EUS-SD-APAC-APP-L1.5
airliquide, ap, com, corp, english, find, invoice, number, oracle, oracle \n find ap invoice number using sql, r-sc, r@as, sql, srichandra, using
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KB0056944
EPIC (MyITCorner) - Delegate Approval/Receiving, User Reassignments, Add Line Manager,Create Address
English
srichandra.r@as.corp.airliquide.com
57
NaN
Uncategorized
Published
2025-09-10 10:33:05
6
GIO Service Desk
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BAP - HUB - EPIC
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NaN
NaN
5
2025-09-10 10:28:36
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GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:APAC SYMPTOMS:The purpose of this KB is to guide user to raise request in EPIC's MyITCorner catalog for the following situations:1) To delegate their responsibilities for requisition approval and receiving to another active EPIC user.2) User resigned and need to reassign ALL their tasks and roles to their replacement.3) To update the line manager and approval limit4) To create or update a new company address. STEPS:Situation 1: Delegate approval/Receiving To delegate user's responsibilities for requisition approval and receiving to another active EPIC user.Example of scenarios:Scenario 1: User A is on leave. Routed tasks to User B Scenario 2: User A goes to maternity leave, delegate user A's approval role to User BMyITCorner URL: Situation 2: User ReassignmentsUser resigned/left the role and needs to reassign ALL their tasks and roles to another active EPIC user. Unlike delegation which is for a temporary change, this is a permanent change.Example of scenarios:Scenario 1: Transfer ALL Epic PO/PR from my former colleague A to B. Scenario 2: Transfer ALL of A's approval/roles to B. MyITCorner URL: Exclusion: When a user wants to transfer or change a SINGLE PO/PR, they must raise an incident ticket and escalate the ticket to L1.5. Example: INC1824911 Situation 3: Add or modify your Line Manager and approval limitTo update user's line manager and the approval limit, for approval amount limit, if the line manager has no approval limit, please enter 0.00 as the limit.Example of scenarios:Scenario 1: New user after the access request is approved in CARM (except for Singapore and Malaysia)Scenario 2: User changes role and needs to update the line managerScenario 3: To update the approval limit of the current line manager MyITCorner URL: Situation 4: New company addressesTo create or update a new company address. For bulk creation, please advise users to download the latest Company Address template from the catalog and fill up the template for bulk upload.Example of scenarios:Scenario 1: User needs to add new company address name and location MyITCorner URL: In case of incident submitted by the user:Business service: GIO - EUS - Service DeskConfiguration item: MyITCorner - PRODCategory: ApplicationSubcategory: Access / RightsResolution notes: Service Desk will guide the user to submit request via myIT cornerTICKET TYPE:IncidentARTICLE TYPE:Process TEAM:L1
-epic, add, add or modify your line manager and approval limit, address, addresses, airliquide, approval, com, company, corp, create, create new company addresses, delegate, delegate approval/receiving, english, epic, limit, line, manager, modify, myitcorner, myitcorner epic -epic, new, r@as, reassignments, receiving, srichandra, user reassignments, your
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KB0048339
MIR INC1371385 - Server - AS-ASC-DMZEAPPS server is not responding (March 13th, 2024)
MIR INC0615332 - Cannot access CARM. (August 10th, 2020)
English
stephane.garnero@eu.corp.airliquide.com
2
Zineb MELAIKIA-SC
Uncategorized
Published
2023-02-08 15:16:07
13
Major Incident Reports
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GIO - SEC - CARM Application Provisioning
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NaN
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0
2020-08-12 16:13:58
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GIO-SEC-CARM-L4
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Cannot access CARM. INC0615332 - August 12th, 2020 Timezone : 16h20 GMT+2/ Total outage duration : 12 Hours 18 Minutes Executive Summary Classification : Major business apps outage On August 12th at 03:41 AM GMT+2, APAC users reported an incident impacting CARM, affecting users in all geographies. The symptoms of the incident was the impossibility to access CARM application and to submit requests. The a priori root cause was a storage connectivity stability issue (fiber cables) between the CARM servers and the storage unit. The resolution of the incident consisted in using another path to bypass the faulty cables and restart CARM application. Since then the fiber cables have been replaced. On August 12th at 4:13 PM GMT+2, the incident was resolved, leading to a service disruption of 12 Hours 32 Minutes (INC0615332) Major steps leading to incident resolution1 August 12th, 2020 13h30: GIO CS team shutdown the damaged link. 14h00: GIO CARM team restarted the application. 14h30: GIO CARM team did some stability tests and manged applications connectors reboot. 16h00: GIO CARM team give the GO to CARM service opening after no issue/error message detetcted since 14h00 Initial root cause 16h30: The initial root cause was that a damaged link between SAN storage and CARM servers. Actions plan GIO CS: shutdown damaged link between SAN storage and Hyper-V servers External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042068.
VNC - How does the remote control work on the technician's side ?
English
stephano.saintclair@eu.corp.airliquide.c
10
Guilaine PESTIE
Uncategorized
Published
2025-07-29 1:48:42
18
IT Knowledge
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NaN
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NaN
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6
2021-12-06 12:21:57
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BSE-AppsSupport-L1
The remote control is validated by Air Liquide is VNC. It allows the helpdesk to make the diagnosis as close as possible to the incident. Remote control using VNC Step 1: Ask the user for the IP address , Available on VNC server see below how the user can get it : Step 2: from your PC open VNC Viewer and enter the IP+port (::4900) address that was given to you press (ENTER) then (continue) Step 3 : from this window below enter your ADM credential then press OK The user will have this window below he will need to click on accept after accepting you will fully have control on the pc of the user.
MIR INC0559835 - Remote desktop connection failed - all affiliates impacted (March 6th, 2020)
English
steven.cordeiro@eu.corp.airliquide.com
2
Imane EZZRARY
Uncategorized
Published
2023-02-08 15:15:03
12
Major Incident Reports
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NaN
NaN
NaN
NaN
0
2020-03-06 18:21:16
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GIO-SEC-PSS-RUN-L2_L3
MAJOR INCIDENT REPORT Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Remote desktop connection failed - all affiliates impacted INC0559835 - March 6th, 2020 Timezone : GMT Total outage duration : 3 Hours 11 Minutes Executive Summary Major business apps outage On March 6th, 2020 at 14:16 GMT+ 2 Monitoring reported an incident, affecting Europe & US, several countries affected and impacting all users for BIS Europe and US / users. The symptoms of the incident were impossible to connect to ALTO Prod, Pprd et INT in PULSE SECURE. The a priori root cause was that an human error when the first request was done. The resolution of the incident consisted in unblock the traffic (CHG0099089) On March 6th, 2020 at 17:21 GMT+2, the incident is resolved, leading to a service disruption of 3 Hours 11 Minutes A priori root cause A priori root cause as known at incident resolution. Major steps leading to incident resolution1 March 6th, 2020 15:13 : An incident was raised in P1 because it's impossible to connect to ALTO Prod, Pprd et INT in PULSE SECURE. 15;53 : After a check by CS team, there was no issue on application side. Incident was assigned to PSS team because a priori the issue was in Pulse Secure . 16:00 : No issue on Pulse Secure was detected so investigations were ongoing. 18:21 : Incident was resolved with this resolution note : "Some traffic was blocked by the FR000-FW-Surf firewall, a fix has been applied in the change CHG0099089.". External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041855. 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
MIR INC0575346 - SPLUNK/Server: Ping Status is KO for SOVA (April 17th, 2020)
English
sudipta.pal@eu.corp.airliquide.com
2
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:06
11
Major Incident Reports
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NaN
NaN
NaN
NaN
NaN
0
2020-04-17 23:09:43
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NaN
GIO-CS-SD-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Server: Ping Status is KO for SOVA INC0575346 - April 17th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 8 Hours 38 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1056lcd5mldqnwboz3ad7ja6dngcca6cazbgtnzt5v7m, 17th, 2020, airliquide, april, com, corp, docs, document, edit, english, gio, gio\n link to mir : https://docs.google.com/document/d/1056lcd5mldqnwboz3ad7ja6dngcca6cazbgtnzt5v7m/edit#heading=h.gjdgxs, gjdgxs, google, heading, https, inc0575346, jean, ko, leroy, link, mir, pal@eu, ping, server, sova, splunk, status, sudipta
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KB0017437
MIR INC0589266 - SPLUNK/Server: Ping Status is KO for AI-AUTOSYS-PROD (May 28th, 2020)
English
sudipta.pal@eu.corp.airliquide.com
0
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:07
11
Major Incident Reports
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NaN
NaN
NaN
NaN
NaN
0
2020-05-29 16:19:44
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GIO-CS-SD-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Server: Ping Status is KO for AI-AUTOSYS-PROD INC0589266 - May 28th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 22 Hours 19 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1fvvoqquog5rwb4bsepa9qxnz7zn3m, 2020, 28th, ai-autosys-prod, airliquide, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1fvvoqquog5rwb4bsepa9qxnz7zn3m_ekz47aphsumdi/edit#heading=h.gjdgxs, com, corp, docs, document, edit, ekz47aphsumdi, english, europe, gjdgxs, google, heading, https, inc0589266, jean, ko, leroy, link, may, mir, pal@eu, ping, server, splunk, status, sudipta
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KB0020734
MIR INC0731884 - SPLUNK/BULK ALERT/Server: Ping Status is KO for multiple servers (April 27th, 2021)
MIR INC0581234 - SPLUNK/Url: Ping Status is KO for https://www.ialadin.net/ (May 5th, 2020)
English
sudipta.pal@eu.corp.airliquide.com
0
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:06
11
Major Incident Reports
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NaN
NaN
NaN
NaN
NaN
0
2020-05-06 2:05:50
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NaN
GIO-CS-SD-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report SPLUNK/Url: Ping Status is KO for https://www.ialadin.net/ INC0581234 - May 5th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 6 Hours 5 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1pl1utiyuv56fpifjhmjzn6mex7fw7wzwtdarsqxxvvo, 2020, 5th, airliquide, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1pl1utiyuv56fpifjhmjzn6mex7fw7wzwtdarsqxxvvo/edit#, com, corp, docs, document, edit, english, europe, google, https, ialadin, inc0581234, jean, ko, leroy, link, may, mir, net, pal@eu, ping, splunk, status, sudipta, url, www
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KB0020385
MIR INC0714229 - BODS42 - PROD and DIRIS - PROD application is not accessible (March 23rd, 2021)
MIR INC0620879 - Cannot connect to iAladin COMALP database. (August 25th, 2020)
English
Suman.KUMARI@eu.corp.airliquide.com
1
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:08
11
Major Incident Reports
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NaN
NaN
NaN
NaN
1
2020-08-25 14:56:49
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GIO-CS-SD-DATABASE ORACLE-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Cannot connect to iAladin COMALP database. INC0620879 - August 25th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 7 Hours 10 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
1gbhw8-a, 2020, 25th, airliquide, august, bis, bis europe\n link to the mir : https://docs.google.com/document/d/1gbhw8-a_kjhjb600e_ffqak18hjhxgvsmnjntwyjtqa/edit#heading=h.gjdgxs, com, comalp, connect, corp, database, docs, document, edit, english, europe, ffqak18hjhxgvsmnjntwyjtqa, gjdgxs, google, heading, https, ialadin, inc0620879, jean, kjhjb600e, kumari@eu, leroy, link, mir, suman
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KB0019316
MIR INC0668126 - iAladin application doesn't work (December 14th, 2020)
English
Suman.KUMARI@eu.corp.airliquide.com
1
Jean LEROY
Uncategorized
Published
2023-02-08 15:16:09
11
Major Incident Reports
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NaN
NaN
NaN
NaN
0
2020-12-14 14:05:52
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GIO-CS-SD-ORACLE APPS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report iAladin application doesn't work INC0668126 - December 14th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 6 Hours 21 Minutes Executive Summary /!\ not a technical part - 5-10 sentences expected /!\ Classification :
14th, 1rga6znlkacejc5dzlv0sdgiwunu-emd5, 2020, 2020)\n link to mir : https://docs.google.com/document/d/1rga6znlkacejc5dzlv0sdgiwunu-emd5_paz2ctwrik/edit#heading=h.gjdgxs, airliquide, application, com, corp, december, docs, document, doesn, edit, english, gjdgxs, google, heading, https, ialadin, inc0668126, jean, kumari@eu, leroy, link, mir, mir inc0668126 - ialadin application doesn't work (december 14th, paz2ctwrik, software, suman, work
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report snfr238 - File access issues - Multiple users INC0635617 - September 29th, 2020 Timezone : GMT/CT/GMT+2/ Total outage duration : 1 Day 2 Hours 59 Minutes Executive Summary Classification : Major business apps outage On September 29th, 2020 at 13:39 GMT users reported an incident, affecting over 100 users in sites across Europe The symptom of the incident was an extreme slowness on SMB traffic (file sharing) The a priori root cause was that the servers group sent a massive BBCA upload through the network (CHG0110068/ CHG0110070), the side effect of this upload being a network saturation at Datacenter level The resolution of the incident consisted in a workaround, diverting this BBCA traffic to a back-up link On September 30th, 2020 at 15:57 GMT, the incident is resolved, leading to a service disruption of 1 Day 2 Hours 59 Minutes The root cause is a side effect of a Server team change Major steps leading to incident resolution1 September 29th, 2020 : : . : : . Etc. Initial root cause : : . Actions plan Item, owner Item, owner External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042140.
MIR INC0666738 - Airgas CU/TIMS - AIRGA1 | device not responding to critical ping
English
surekha.bhat@am.corp.airliquide.com
4
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:18:29
18
Major Incident Reports
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2
2020-12-10 4:05:15
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GIO-CS-AMER-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas CU/TIMS - AIRGA1 | device not responding to critical ping INC0666738 - December 9th, 2020 Timezone : EST Total outage duration : 0 Hours 33 Minutes Executive Summary Classification : Major business apps outage On December 9th, 2020 at 07:06 PM ScienceLogic Monitoring tool reported an incident (Ping failure) for device airga1.airgas.com affecting the application Computers Unlimited TIMS (CU) for all locations in North America geography and Impacted up to 50 users. The symptoms of the incident were the server supporting the application Computers Unlimited TIMS (CU) was unavailable. The primary root cause was observed that a CPU Hardware failure on the server made it unavailable. The resolution of the incident consisted in failing over the CU application to the secondary node (AIRGA5). On December 9th, 2020 at 07:39 PM the incident is resolved, leading to a service disruption of 33 Minutes. On December 13th, 2020, system was failed back to airga1 after hardware replacement was completed. Major steps leading to incident resolution1 December 9th, 2020 7:06 PM - Monitoring alert triggered ‘Device not responding to critical ping’ for Device: airga1.airgas.com 7:10 PM - TCS team (Tony) checked and found the server airga1 was not accessible. 7:12 PM - Incident was raised (INC0666738) by the TCS monitoring team. 7:19 PM - Tony reached out to the application owner (Reid) verifying the server airga1 was down and asked him to initiate fail-over to secondary node (airga5) 7:34 PM - Ticket priority was increased to P2 7:39 PM - Application restored via secondary node. Application team confirmed, The CU application has been failed over to AIRGA5. Dispatchers are up, batch queues are in place, and the application is responding normally. Validation was required by ensuring users can get on - the Citrix icon to login. 8:00 PM - Initial communication was sent to the stakeholders. 8:00 PM - TCS Team were trying to get the console access to check the server status. On site data center assistance was also requested. 8:15 PM - TCS Data Center support team (Chris) is heading to the data center to connect to the console. 8:47 PM - CU team requested Citrix team to updated KEA application connection settings from airga1 to airga5 (application does not use VIP) 8:53 PM - Bridge call was opened 9:03 PM - Incident priority increased to P1 as the users are still not failed over. 9:04 PM - iSupport ticket raised ARGP400001348 9:12 PM - Citrix team (Kenneth) testing from Citrix and Michelle was checking from Webmethods 9:30 PM - Michele made webMethods registry edit to change IP from 10.192.32.10 to 10.192.32.11. Reid had to hard stop all dispatchers and then bring them back up for them to hook up. 9:30 PM - Opened a call with the software vendor (VMS Software), Case #NS1991. Error message on console points to hardware issue, CPU. 9:38 PM - Anthony B confirmed 50 users left still 9:50 PM - Opened call with hardware vendor (Curvature), Case #0001690086. Waiting for them to contact me back for next steps. 9:54 PM - Application team confirmed, Dispatcher service is back up. 10:01 PM - Christian confirmed to move ARG ticket to root cause state, Cause - dispatcher was to be restarted multiple times, WM transactions have been tested. 10:02 PM - Christian asked to resolve INC as P1 itself and work on root cause & fix via problem ticket. 11:44 PM - Curvature responded to run various commands to give them information they needed. December 10th, 2020 1:00 AM - Remote console access was lost 8:03 AM - Updated Curvature (Jeff Filer) CE of the delay in providing output from commands 9:41 AM - Data Center on site assistance reconnected remote access 9:42 AM - Run commands and send output to Curvature 12:39 PM - Curvature responds - I didn't see any real issues at first pass. I will keep looking over the output. I have requested one of our support engineers to look at it as well. 12:51 PM - Tony responds to Curvature for them to come onsite and run the powerup process. 2:10 PM - Send Curvature an email with our plans for Sunday. 2:21 PM - Curvature support engineer expert found that there was an issue with the dual CPU /memory board in drawer 0. I do not have the exact board that is needed in local stock and I am working on getting one. I will keep you updated on the status. December 11th, 2020 2:30 PM - Curvature responds that they have the part in hand and are scheduled for Sun, 12/13 8:00 AM EST to replace the CPU. December 13th, 2020 7:44 AM - App owner (Reid) has shut down the application on airga5. 8:00 AM - Curvature on site to replace the CPU on airga1. 9:25 AM - Curvature has replaced CPU Board in Drawer 0 (bottom node). This CPU Board has 2 CPUs. The CPUs can’t be individually replaced this is why the whole CPU Board is replaced. The memory DIMMs were moved from the original board to the new board. Initial diagnostics sees all components and shows no errors. The server is being rebooted. 9:48 AM - Server is rebooted and logged into. Reid has been notified to verify and start the application. 10:21 AM - App owner (Reid) has validated that airga1 is good. 10:24 AM - Reboot airga5. 10:35 AM - Airga5 is up and turned over to App owner (Reid) to validate. 10:45 AM - App owner (Reid) has that airga5 is good and has switched Citrix back to airga1. At this point we are waiting for webMethods to be switched which will happen later on today. 2:00 PM - Join bridge 2:15 PM - webMethods changes made to use airgas1. 2:15 PM - Citrix KEA changes made to use airgas1. 3:15 PM - webMethods is now working, all good. Closed Initial root cause The primary root cause was observed that a CPU Hardware failure on the server made it unavailable. Actions plan Application Auto failover configurations to be checked - Application Team Make arrangements with Application owner, Vendor support, and TCS on site support to replace CPU Board in Drawer 0 in airga1 - CS, TCS Join back server in cluster post hardware replacement - TCS External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042297. Airgas ticket: ARGP400001348Vendor ticket: Curvature# 0001690086 (hardware support) Vendor ticket: VMS Software# NS1991 (software support)
MIR INC0660156 - Docuware POD server issue (November 24th, 2020)
English
suvendu.rath@am.corp.airliquide.com
3
Amelie BOUCHER PIMPARE
Uncategorized
Published
2023-02-08 15:16:09
13
Major Incident Reports
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GIO-CS-AMER-WINDOWS-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Docuware POD server issue INC0660156 - November 24th, 2020 Time zone: GMT -5Total outage duration: 1 Hour 6 minutes Executive Summary Classification : Major business apps outage On November 24th 2020 at 15:06 GMT -5, the Docuware POD application was not accessible. This affected all locations in US geography and Impacted up to 2000 users. The symptoms of the incident were - Users received "Docuware Communication Authentication Server " has been disconnected or does not exist in the server error. The primary root cause was that the Backup job was consuming all the memory and made application inaccessibleCommVault backup job (ifinder) was consuming all the memory on the server, making POD and EM Services in Docuware inaccessible. The resolution of the incident consisted of killing the backup job to release the memory thereby making the application accessible. On November 24th, 2020 at 16:12 EST, the incident was resolved, leading to a service disruption of 1 Hour 6 minutes. Major steps leading to incident resolution1 November 24th, 2020 15:06 PM - App team (Vinay) sent an email to Jon (AG) and Tony (TCS) about a Docuware POD server issue 15:37 PM - Ticket opened in iSupport (ARGP400001337) 15:59 PM - Bridge Opened 16:07 PM - Commvault Backup process (ifind) was consuming all the memory, Christian killed the backup process 6:10 PM - Windows Team rechecked if the backup process is running 6:12 PM - Victoria says Docuware is working now. Initial root cause The primary root cause was that the CommVault backup job (ifinder) was consuming all the memory on the server, making the application inaccessible. The secondary cause is a known situation that the application owners are aware of caused by the amount of files and folders being stored on a single disk. The workaround is to add additional system memory when this occurs. Actions plan Check into running backup for I and L drive to run only on Friday night. - TCS Get options to add memory, present to GIO to give price. - TCS App team to work with vendor (Toshiba) to get a proposal for reorganizing 10+ years of files and folders group by and separated by year to their own dedicated drives. - Airgas IT External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042276.
Issue : Issue on ACDOCA Replication - Financial Closing Impacted , Qlik Replicate is having a network issue. Reload of table acdoca had been running the entire past week without completing in production. Upon investigation during the weekend, several network-related errors were observed in the logs that may be contributing to the delay. One recurring error is as follows:etCode: SQL_ERROR SqlState: 08003 NativeError: -10807 Message: [SAP AG][LIBODBCHDB SO][HDBODBC] Connection not open;-10807 Connection down: [89006] System call 'send' failed, rc=104: Connection reset by peer {10.152.152.185:42898 -> 10.152.202.42:30041} [1022502] (ar_odbc_stmt.c:3442)These messages indicate intermittent network connectivity issues that appear to be impacting the reload process. The SAP team has confirmed that there are no performance issues on the OPA HANA database specifically, there are no blocked transactions, deadlocks, or resource utilization concerns.However, they observed that over 160 threads associated with the user QLIKDBUSER3 (used by ReptaskS4Opa003) are currently in a "Semaphore Wait" state. This means the threads are waiting for access to a resource currently held by another thread, which is likely also linked to the same user. Resolution Steps : Action Taken : Initially we faced issue in reload of the ACDOCA table, there were connection timeouts observed in the logs in every 13 hour. etCode: SQL_ERROR SqlState: 08003 NativeError: -10807 Message: [SAP AG][LIBODBCHDB SO][HDBODBC] Connection not open;-10807 Connection down: [89006] System call 'send' failed, rc=104: Connection reset by peer {10.152.152.185:42898 -> 10.152.202.42:30041} [1022502] (ar_odbc_stmt.c:3442)These messages indicate intermittent network connectivity issues with SAP HANA DB that appear to be impacting the reload process.Following actions were taken as per the SAP L3 suggestion1. OPA HANA DB parameter suspended_cursor_lifetime was increased to 1440 in indexserver.ini 2. ACDOCA table was put on reload as per the GDO recommendation. 3. OPA HANA DB parameter suspended_cursor_lifetime was increased to 2160 today through .
-10807, 08003, 10, 1022502, 104, 13, 1440, 152, 185, 202, 2160, 30041, 3442, 42, 42898, 89006, acdoca, action, actions, ag, airliquide, appear, ar, call, closing, com, connection, connectivity, corp, cursor, dash@eu, db, down, english, etcode, every, faced, failed, financial, following, gdo, hana, hdbodbc, hour, impacted, impacting, increased, indexserver, indicate, ini, initially, intermittent, issue : issue on acdoca replication - financial closing impacted\n action taken : initially we faced issue in reload of the acdoca table, issues, l3, libodbchdb, lifetime, logs, message, messages, nativeerror, network, not, observed, odbc, opa, open, parameter, peer, per, process, put, rc, rc=104: connection reset by peer {10.152.152.185:42898 -> 10.152.202.42:30041} [1022502] (ar_odbc_stmt.c:3442)\n these messages indicate intermittent network connectivity issues with sap hana db that appear to be impacting the reload process.\n following actions were taken as per the sap l3 suggestion\n 1. opa hana db parameter suspended_cursor_lifetime was increased to 1440 in indexserver.ini\n 2. acdoca table was put on reload as per the gdo recommendation. \n 3. opa hana db parameter suspended_cursor_lifetime was increased to 2160 today through ., recommendation, reload, replication, reset, sap, send, so, software, sql, sqlstate, stmt, suggestion, suspended, swapneshwar, system, table, taken, there, there were connection timeouts observed in the logs in every 13 hour. \n etcode: sql_error sqlstate: 08003 nativeerror: -10807 message: [sap ag][libodbchdb so][hdbodbc] connection not open;\n -10807 connection down: [89006] system call 'send' failed, these, through, timeouts, today, we, were, wifi
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KB0054947
Webservice monitoring - Splunk P1
English
swapneshwar.dash@eu.corp.airliquide.com
1
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Uncategorized
Published
2025-03-06 15:21:09
3
IT Knowledge
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GIO-CS-SD-OTHERS APPS-L2
When a P1 incident is received for a failing Webservice (example: INC1308343) : The Splunk incident description/content has always the URI of the failed webservice Based on the table below you can get the service name Service name URI ADRService /opera/adr ArchivedDocument /opera/archivedDocument CustomerContract /opera/customerContract CustomerDeliveryFee /opera/customerDeliveryFee CustomerInvoice /opera/customerInvoice CustomerPriceService /opera/customerPrice CustomerService /opera/customer CustomerStockBalanceService /opera/customerStockBalance DeliveryNoteService /opera/deliverynote SalesDocument opera/salesdocument SalesInvoices /opera/salesInvoice SalesOrder (Read) /opera/salesOrder SalesOrderALService /opera/salesOrder Go to both BW servers (as webservices are always running on both BW servers) and check if the service(s) is (are) up using this command: ps -ef|grep If service instances are found then check if the service is running since less than 30 minutes after the Splunk Incident creation date. To do so, check the uptime and compare it to the Splunk incident creation date. If the process is running from less then 30min compared to the incident creation date, you have nothing to do.. If service was not found or was not restarted since less than 30 minutes: Kill the corresponding processes on the BW server. (by using kill -9 "processID" command) Go to the EMSADMIN server and Run the command to start services: su - s_esbX (with X = d, r, v or p) /home/esb/airliquide/scripts/scheduling.sh ESB_995/MYGAS NB: This command will start only the stopped processes/webservices. Repeat again from step 3 and make sure the webservice is running again. Wait for 5 minutes, and check if the webservice is not on error using (webservice must be in "green" in this tab): https://interfaces-monitoring.eu.corp.airliquide.com:7080/ALESBConsole/ImagineWebServicesMonitor If we still have issue: Check if there is no issue with the platform (hardware, CPU, Memory,...) ? already managed within the platform checks procedure. Otherwise, check logs of the application under: /home/esb/tibco/bw_cfg/tibco/cfgmgmt/domain/tra/ESB_PROD_OST_DOMAIN/application/log/_Container/ If you find a Timeout waiting for reply message in the recent logs ? assign to SAP team. Otherwise, attach the log file to the incident and assign it to the ESB Team. Also, send a chat in GIO MAPPS and ESB/ET L Team to inform them of the issue
ETL Manual Re-Pairing Procedure This document describes the procedure to follow to unpair the current pairing key and get a new one. It can solve issues with pairing on ETL application.PS : the Deploy job of the pipeline plays the same unpair/repair commands at the start of the newly deployed remote engine server, via CloudFormation User Data. connect to Remote Engine server via CTR stop the application : systemctl stop talend-remote-engine empty the data folder : rm -rf /home/etl/talend/remote-engine/data/* empty the values in the config files : vim /home/etl/talend/remote-engine/etc/preauthorized.key.cfg -> delete the current remote.engine.pre.authorized.key parameter value vim /home/etl/talend/remote-engine/etc/org.talend.ipaas.rt.pairing.agent.cfg -> delete the current remote.engine.id parameter value Play the API calls to get a new pairing key : First get the API password from SSM (also available from Parameter Store in AWS console) :ETL EU : api_keys=$(aws ssm get-parameter --name "/BIS/EU/APP/TALEND/API/SVC_BIS_BU_APIX_ETL_GIO" --with-decryption | jq -r '.Parameter.Value') ETL CF : api_keys=$(aws ssm get-parameter --name "/BIS/CF/APP/TALEND/API/SVC_BIS_BU_APIX_ETL_GIO" --with-decryption | jq -r '.Parameter.Value') Then get a temporary Access Token to be able to do API calls to Talend. Be careful : the access key duration is only 30min ! Then you have to get a new one to be able to do another API call.access_token=$(curl -X POST 'https://api.eu.cloud.talend.com/security/oauth/token' -H 'Content-Type: application/json' -H "Authorization: Basic $api_keys" -d '{ "audience":"https://api.eu.cloud.talend.com", "grant_type":"client_credentials" }' | jq -r '.access_token') Finally delete the current pairing key and get a new one via this API call to Talend: curl -X DELETE --header "Accept: text/plain" --header "Authorization: Bearer $access_token" "https://api.eu.cloud.talend.com/processing/runtimes/remote-engines/${SSMParamRemotEngineId}/pairing" For ETL EU : Check in AWS SSM Parameter Store, the key /EU/ETL/APP/RemoteEngineID/RE1 contains the value of variable ${SSMParamRemotEngineId} for each environment : DEV ETL EU : 603f9eae349ce269f7c683f6PPRD ETL EU : 608956cba7ba8d0de447ab8aPROD ETL EU : 620a572e223ec5372e289228 For ETL CF : Check these the RE ID values in SSM Paramters in these parameters : /APP/ETL/RemoteEngineID/PrivSubnet1/APP/ETL/RemoteEngineID/PrivSubnet2/APP/ETL/RemoteEngineID/UpdateEx : you should obtain these values for PROD :RE1 : 603cf1591eeb6a6a879e1660RE2 : 60c22deb53804a261a850576REUpdate : 60e44ba4f3c12c7214eccd42 PS : you can also see these API calls commands on the remote engine server, in the logs of the cloud commands (which contains the User Data commands of CloudFormation code) played at the start of the server : cat /var/log/cloud-init-output.log PS2 : access_token is only use by ETL BIS Europe and ETL BIS CF as today (January 2024).ETL BIS E&C still uses a personal token to connect to the TMC. In these cases, no need to use the api_keys and access_token, you can use the personal token instead to do the API call. (you just have to replace in the last curl command the access_token by the tokens given below) Token for ETL BIS E&C : emNPIwUrSX28GDKCNw7p7EtyfamaiAnaLFVj2r5wYvJ-cZLcLz95Hfygzkc9fs-z Put the new pairing key you obtained from the previous API call in the file : cat /home/etl/talend/remote-engine/etc/preauthorized.key.cfg start the application : systemctl start talend-remote-engine wait few seconds/minutes and check that the pairing status is OK : cat /home/etl/talend/remote-engine/etc/org.talend.ipaas.rt.pairing.agent.cfg -> check that there is a new remote.engine.id parameter value which was created : Possible double check : check the pairing status in Splunk dashboard (test done every 5min by Splunk) : https://splunk.apps.airliquide.com/fr-FR/app/GIO_Managed_Apps/etl_talend_monitoring?form.field1.earliest=-24h%40h&form.field1.latest=now&form.input_time_status.earliest=-15m%40m&form.input_time_status.latest=now&form.input_time.earliest=%40d&form.input_time.latest=now You can still also check the status via API calls from this Talend Public APIs webpage : https://api.eu.cloud.talend.com/tmc/swagger/swagger-ui.html For that, you first need to authenticate via this bearer personal token : 1et7aVJiQn6OBVhN5Tkx1a6mrl2BxYHqArPcx80ldFtnzNn2EbxLKwnp6hfAPYg5 By clicking on this green button : Then you can chose the API call you want to test (for us it is mainly the runtimes:engines APIs).And you can click on Try it out ! button, then Execute to get the result of the API call : You then obtain in answer, the CurL command to redo this API call from the RE server, the response code and the response body :
GIO-CS-EUR | ETL BIS EUROPE AWS | PROD | ETL BIS EUROPE Pairing issue.
English
swapneshwar.dash@eu.corp.airliquide.com
15
Pritisha DAS-SC
Uncategorized
Published
2025-07-28 19:13:00
7
IT Knowledge
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GIO-CS-SD-OTHERS APPS-L2
**Issue identified and Symptoms We have observed the ETL Remote engine connection is not paired properly post implementation of ETL production patching changes **Configuration Item ETL BIS EUROPE AWS -PROD **Key Word or an Issue category Remote Engine connection Pairing issue **Pre-requisites Please check the status of the remote engine service from server.Status of pairing need to be checked in talent console. **Resolution steps After ETL redeployment, when scheduled jobs fail, please redeploy the Remote Engine server (only the AMI deploy job first, and if the Problem is still present after that, also relaunch the AMI build job + the AMI deploy job). In fact, each time you have failing ETL scheduled jobs in Autosys, you should : 1) Check the Talend status URL (the Problem can comes from Talend) 2) Try to restart the application 3) Try to manually repair the application, by getting a new pairing key (via an API call, as you don't have access to the TMC...) Detail steps have updated in below document link https://docs.google.com/document/d/1cPVx1MHBuRwbtdL5AUsObVUNB3oFPibPe6ilbajsPZY/edit 4) Redeploy the Remote Engine EC2 (first only the deploy AMI job, and if still not solved also the build AMI job + deploy AMI job) **Contributing factors and priori cause Remote engine connection will not be available **Post resolution steps Remote engine status from the server and Pairing status from Console need to be checked. To Check with Scheduling team for the test job results. **Referential document(s) https://docs.google.com/document/d/1cPVx1MHBuRwbtdL5AUsObVUNB3oFPibPe6ilbajsPZY/edit **Referential team(s) MAPPS L2 - gio.prod-managed-apps-l2@airliquide.com **Referential ticket(s) INC1202056
For Supplier not showing in EPIC Steps : 1. Login to Oracle E-Business Suite for ALPROD (https://alprod.as.corp.airliquide.com:443) 2. Click on Coupa Interface - Payables Responsibility --> Suppliers --> Entry . 3. Supplier Screen will open --> Enter the supplier number in the Supplier Number Tab --> Click on 'Go'. 4. Supplier Page will open. Check if the supplier is Active or not (In the inactive date no date must be populated). 5. Click on Company Profile --> Check the Send to Coupa it must be 'Yes'. If its marked as 'No', then please update it to 'Yes' --> Click on Save 6. The Supplier last updated date must be as of current date then it will be picked up by the Program. If the supplier last updated date is different we must make a dummy update on the supplier page so the last updated date will be current date. To make dummy update --> Click on Quick Update --> In the Alias add a '.' --> Save. 7. Remove the . Symbol from Alias --> Click on Save. 8. Switch to COUPA Interface - Purchasing Responsibility 9. Click on Request --> View --> Request 10. Request Form will Open --> In find request form Click on Submit New Request --> 11. In the run request form in name click on the 3 dots (...) and select the CUX COUPA Supplier Outbound Interface program--> Click on OK. 12. For the Program CUX COUPA Supplier Outbound Interface provide the parameter as sysdate (e.g. 28-MAY-2025) --> Click on OK. 13.Please click on Submit and the program will be submitted. once the program is completed the supplier data will be transferred to EPIC. For Supplier Site not showing in EPIC. Steps : 1. Click on Coupa Interface - Payables Responsibility --> Suppliers --> Entry . 2. Supplier Screen will open --> Enter the supplier number in the Supplier Number Tab --> Click on 'Go'. 3. Supplier Page will open. Check if the supplier is Active or not (In the inactive date no date must be populated). 4.Check if the site is active in the supplier page provide the site name and entity name in the respective fields --> Click on Go. It will display the record if the site is active. 5. If the site is active click on Address Book 6. In the address book screen provide the site name --> Click on Go --> it will display the selected site --> in Manage Sites click on blue icon 7. 7. The address page will open --> for the site in the Descriptive Flexfields click on the pencil symbol 8. after clicking on the pencil symbol the manage sites page will open in this the Send To Coupa Flag must be marked as 'Yes', if its marked as 'No' then please update it to Yes. --> Click on Apply andit will redirect to Screenshot in Step 7 --> Click on Apply again. Please Note " Only if the Send to Coupa is marked as Yes the supplier site will be appeared in EPIC. 10. In step 7 for a site the inactive date is populated that means the site is inactive. If the site must be active removed the date in inactive date column and click on apply. Mark the send to Coupa Flag as 'Yes' then the active site will be sent to EPIC. For Bank not showing in EPIC. Steps : From the above supplier screenshots from supplier & site missing in EPIC, please follow steps to check if supplier and site is active. 2. Click on Banking Details in Supplier Page --> in Select Accounting Assignment Level --> select Site --> update % in the next filed and press on tab in the keyboard --> click on Go --> This will provide all the sites & entity bank details. 3. Select the Required site and entity bank details and check if the bank if active or not. if the bank needs to be activated please removed the end date , then the bank will be activated. --> Click on Save. 4. Switch to Coupa Interface - Purchasing Responsibility --> Go to View --> Request --. select the program CUX COUPA Supplier Remit To Interface. (for steps request to please refer to screenshots in Supplier Missing in EPIC) 5. Parameters please provide current system date (please refer to screenshot in Supplier Missing in EPIC) 6. Submit the Program. Once the program is completed the remit to will be available in EPIC.
airliquide, bank, bank details, com, corp, details, english, epic, missing, ramesh@as, remitto, site, supplier, supplier site, swathi
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KB0033873
MIR INC1055782 - Several user are not able to access MMS both on citrix and internet (November 14th
MIR INC0996265 - Site down -INC1714649[E3] | 2208P59797 | 2208P60176 (August 12th, 2022)
English
sylvestre.nana@eu.corp.airliquide.com
7
Tim GIDDEY-SC
Uncategorized
Published
2022-10-17 11:59:43
32
Major Incident Reports
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INC0996265
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Site down LIBERCOURT-FR136 / SD-WAN software issue INC0996265 - August 12th, 2022 Timezone : CET Total outage duration : 1 Day 1 Hour 10 Minutes Executive Summary Classification : Major connectivity outage On August 12th, 2022 at 11:59 CET, Monitoring reported an incident, affecting LIBERCOURT-FR136 site. The symptoms of the incident were a total loss of connectivity for all the users on the site. The root cause was a SD-WAN software bug on the routers. The resolution of the incident consisted in resetting the routers. On August 13th, 2022 at 13:10 CET, the incident is resolved, leading to a service disruption of 1 Day 1 Hour 10 Minutes Initial root cause The root cause is a software bug that caused the failure to renewal a security certificate. This bug exists on the older OS version only. Actions plan Upgrade the routers software to the newest version, which will prevent the bug from happening again. A review of all SDWAN sites is ongoing in order to upgrade our remaining routers to the newest version. Note that this upgrade has already been ongoing for the last few months and FR136 was one of the few remaining sites to upgrade. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043631. Steps leading to incident resolution1 August 12th, 2022 11:59 CET : ticket opened 12:21 CET : NCR requested to provide results for their primary checks 12:44 CET : Engineer tried to reach out to contacts onsite but no answer 12:49 CET : Engineer sent an email for the checks to be done onsite 13:13 CET : Onsite customer responded and requeted to be called back to perform onsite checks 13:34 CET : Customer is called and he provides pictures of the faulty equipment. This is shared with NCR. In addition ISP gateways were reachable and the provider device onsite showed no issue 14:08 CET : While waiting NCR feedback, engineer checked the wiring onsite with customer 14:12 CET : ticket with OBS opened to make sure everything was ok at their end as well : 2208P59797 14:16 CET : NCR level 2 is engaged 14:28 CET : ISP confirmed no issue is seen at their end. We continued pushing NCR 14:48 CET : Meeting with NCR, Supervision, GiO, SDM 14:56 CET : NCR confirmed site is down on the VCO, NCR requsted an onsite contact to organize a site visit 15:15 CET : Engineer conducted a trouble shooting session with NCR team but NCR L2 engineer confirmed that the VCEs were down and NCR couldn't perform any checks, so we asked them to dispatch someone as soon as possible 16:03 CET : Escalations done for the ETA 16:06 CET : SDM escalation for the ETA 16:39 CET : SDM escalation to level 3 meanwhile engineers checked if onsite customer could stay onsite after site closure. Customer stated he could stay until 6:30pm but he could also come back the day after at 9am 17:15 CET : Escalations for the ETA 17:35 CET : Customer and NCR agreed to have the site intervention the next day at 9am August 13th, 2022 09:00 CET : Intervention onsite started 09:52 CET : Link for the meeting is shared 13:10 CET : Service is restored after resetting the VCE
Supplier 4094667 has been created in SAP but has not been uploaded to WISE?
English
system
21
Matthias HONERBOM
Uncategorized
Published
2025-07-29 1:59:54
13
IT Knowledge
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2021-10-15 19:00:18
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EU-PROC-WISE-L2
2021-10-05 18:09:23 - Matthias HONERBOM Additional comments Resolution notes:The supplier was integrated once the master data (the format of the email address) was corrected. 2020-02-04 11:31:36 - Matthias HONERBOM Additional comments Root cause: The top level domain should be ".fr" not just ".f". A wrong eMail address format leads to rejection of the entire line and hence nothing is imported in WISE. Please you get in touch with the EU-Referential Team ("Data Team") to get this corrected. Once it was corrected, you should find that Vendor in Wise on the next day. 2020-02-04 11:06:30 - Matthias HONERBOM Additional comments C'est facile: Regardez à la adress electronique, svp: christelle.stierli@instant-h.f 2020-01-30 11:37:16 - chahinez.haddad@eu.corp.airliquide.com Additional comments . 2020-01-30 11:34:50 - chahinez.haddad@eu.corp.airliquide.com Additional comments Demandé pourSylvie PAPOTRappeler le numéro+33 1 40 62 59 27Type de contactSelf-serviceÉlément de configurationWISE - PRODService commercialProcure to ReceiptImpact utilisateur2 - Utilisateurs multiples sur un siteUrgence utilisateur1 - Incapacité de fonctionnerDescriptionThe supplier 4094667 has been created in SAP but has not come back down in WISE?
218, 4094667, been, but, coupa, coupa supplier import, created, english, has, honerbom, import, interface, matthias, not, opera, opera vendor not replicated to wise, replicated, replication, sap, sap vendor not replicated to wise, sent, software, supplier, supplier not sent to wise, system, uploaded, vendor, vendor not sent to wise, wise, wise interface 218, wise supplier not replicated, wise supplier replication, wise vendor replication
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KB0025525
MIR INC0898102 - ARGP400001560 Airgas.com Down (February 26th, 2022)
English
system
0
Christian MCCOMAS
Uncategorized
Published
2023-04-05 15:03:51
22
Major Incident Reports
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2022-02-26 15:15:55
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INC0898102
GIO-CS-AMER-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report ARGP400001560 Airgas.com Down INC0898102 - February 26th, 2022 Timezone : GMT Total outage duration : 1 Hour 56 Minutes Executive Summary Classification: Major Business Apps outage On Saturday February 26th, 2022 at 12:20 PM monitoring alerted that airgas.com website was not responding, impacting all the website users. The symptoms of the incident were that users were unable to access airgas.com. The primary root cause was that website content for airgas.com was inaccessible. The resolution of the incident consisted in removing antivirus then rebooting the servers. On February 26th, 2022 at 02:06 PM GMT, the incident was resolved, leading to a service disruption of 1 hour 56 minutes. Major steps leading to incident resolution1 February 26th, 2022 - Time Zone: GMT 12:10 - Issue observed in accessing Airgas.com URL from Dynatrace. 12:20 - SolarWinds alerted that argebzprdweb02 is down. 12:21 - SolarWinds alerted that argebzprdweb01 is down. 12:25 - SolarWinds alerted that argebzprdweb03 is down. 12:30 – Monitoring team reported the incidents to Linux team 12:57 - DJ Curtis reports that airgas.com is down and we found that Symantec rtvscand running on argebzprdhss01. Not sure if it is related, but it has been in the past. 13:13 – Major incident bridge call was opened 13:33 - Linux team uninstalled Symantec on argebzprdhss01 13:36 - DJ and App team agreed to reboot argebzprdhss01 13:38 - Server (argebzprdhss01) came up 13:42 - Linux Team still finds load to be high 13:48 - Ticket priority increased from P2 to P1 13:50 - App Team (Govindaraju) confirmed admin node is loading and asked DJ to check once 13:50 - Application restarted on argebzprdhss01 13:51 - DJ resorts services are accessible on Admin node, but Web servers are still not accessible. 13:52 - Application team is restarting the Web servers on the Web servers. 14:00 - DJ has made the decision to reboot the Web servers. Linux team is proceeding. 14:05 - Web01 has been rebooted and the application team is starting the application. 14:06 - DJ has confirmed that airgas.com is now up. 14:11 - Web02 has been rebooted and the application team is starting the application. 14:20 - Web03 has been rebooted and the application team is starting the application. 14:24 - Symantec is installed and running on all PUB and WEB servers and confirmed to not be installed or running on argebzprdhss01. Initial root cause The primary root cause was admin server (argebzprdhss01) not responsive from external facing servers due to Symantec application scanning millions of files on the server, which caused airgas.com to be inaccessible Actions plan CS to follow up with AL security team on following points. From Symantec console do they have any record of Symantec starting anytime Saturday. No. Do they have a new version of Symantec for Linux RHEL 7.5 that deals with the scanning of millions of files? No Do they have exclusions in place for the NFS client servers to not scan the NFS mounts? The NFS client servers are argebzprdpub1, argebzprdpub2, argebzprdpub3. argebzprdpub4. argebzprdweb01, argebzprdweb02 and argebzprdweb03. Yes, already in place. CS to schedule uninstall of Symantec from the NFS client servers. The NFS client servers are argebzprdpub1, argebzprdpub2, argebzprdpub3. argebzprdpub4. argebzprdweb01, argebzprdweb02 and argebzprdweb03. ISO rejected any long term removal of Symantec. Symantec has no new patches. CS to represent proposal to move airgas.com content from NFS to SAN. Presented to Airgas for review, approval and scheduling. Airgas Accepted CS to migrated file system from NFS to SAN, tracked by change record CHG0146238 Started on 3/29 and will complete during the April Maintenance weekend. External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043180. Airgas problem ticket: ARGP400001560
Enhance your appearance with portrait touch-up when using Meet
English
szilvia.kartaly@eu.corp.airliquide.com
11
Myriam MAYANGHA
Uncategorized
Published
2025-07-29 16:31:12
27
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2024-10-10 15:03:05
#########
NaN
GIO-EUS-GOPS-DWP-L2
Enhance your appearance with portrait touch-up when using Meet Discover this Google Meet improvement that allows us to lightly touch up our face before starting a meeting. Portrait touch-up can be used to lightly touch up your appearance before or during a meeting. 💡 This feature can help us to feel more comfortable and confident during a video meeting. We can choose from two portrait touch-up modes: Subtle: very light complexion smoothing, under eye lightening and eye whitening.Smoothing: slightly more complexion smoothing, under eye lightening and eye whitening. This feature will be off by default and have to be activated in the settings. _________________________________________________________________________________________________________________________________________________________________________________Please comment if you don't find what you're looking for!If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
airliquide, appearance, com, corp, english, enhance, google, google meet, kartaly@eu, mayangha, meet, myriam, portrait, szilvia, touch-up, using, when, your
NaN
KB0034638
TESS - Account Issue
English
szintapinter.kellner@eu.corp.airliquide.
7
Mateusz DREHER
Uncategorized
Published
2025-09-08 14:09:31
4
GIO Service Desk
NaN
#########
NaN
BEC - Turbo Division
NaN
NaN
NaN
0
2025-09-08 14:07:51
#########
NaN
BEC-EIT-SNow-AppMgmt
COUNTRY/REGION:Houston ENTITY:BIS E&C SYMPTOMS: User has issue with his/her TESS account STEPS: Assign incident to BEC-TESS-L2 LOGGING CATEGORISATION: Business service: BEC - TESS Service Category: Application Subcategory: Account and Password Configuration item: TESS (Turbo) - PROD Assignment group: BEC-TESS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Cisco Jabber - Disabling the Default Video Call Option
English
szintapinter.kellner@eu.corp.airliquide.
8
Ingrid PROSZONICS-SC
Uncategorized
Published
2025-09-17 13:16:05
5
GIO Service Desk
NaN
#########
NaN
GIO-NET-Office Telephony
NaN
NaN
NaN
0
2025-09-17 13:15:01
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NaN
GIO-NET-TELEPHONY KB
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: User is calling for assistance on how to disable the default video call option in Cisco Jabber. STEPS: It is not allowed to use Jabber for video call. Therefore Camera should be deactivated on Jabber parameters. To ensure that the Video option doesn't natively activated with calls, go to "Options/calls" LOGGING CATEGORIZATION: Business service: GIO - NET - Office Telephony Category: Application Subcategory: Support/Assistance Resolution Notes: We disabled default video calls. TICKET TYPE: incident ARTICLE TYPE: FCR TEAM: L1
Windows - "We cannot sign you in because your credentials have been changed in another device"
English
szintapinter.kellner@eu.corp.airliquide.
202
Maik GERHARDS
Windows - Storage / Performance
Published
2025-10-07 8:29:09
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
71
2025-10-07 8:28:36
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot access Windows because he sees an error message: "We cannot sign you in because your credentials have been changed in another device" POSSIBLE CAUSES: User`s Windows password has expired, has been changed recently or user has been using only the Windows Hello PIN for a long time and needs to access Windows with his Windows password. STEPS: 1 - Guide user to click on "Sign in Options" 2 - Ask user to choose the option to start with the password, "key" symbol. 3 - Ask user to try accessing it with the password instead of with the PIN. If it does not not work, user's windows password needs to be changed. Follow the appropriate KB: User IS connected to AL network: KB0011363 User IS NOT connected to AL network: KB0023599 LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows assistance Request details: For which Topic: Windows feature TICKET TYPE: request ARTICLE TYPE: FCR TEAM: L1
airliquide, another, because, been, can, cannot, changed, corp, credentials, device, english, gerhards, hardware, have, in, kellner@eu, login, maik, not, option, password, pin, sign, software, szintapinter, unable, we, windows, windows password, you, your, your credentials have been changed in another device
NaN
KB0050054
DELL - Wifi Troubleshooting
English
szintapinter.kellner@eu.corp.airliquide.
83
Christian DICHTL
Network / Connectivity
Published
2025-07-30 11:44:36
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Hardware service
NaN
NaN
NaN
9
2025-06-24 15:23:13
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NaN
GIO-EUS-ITAM-EUR-L3
COUNTRY/REGION:Europe ENTITY:ALL SYMPTOMS: User's computer having hardware issues. In this case Wifi (Cannot Connect, low performance ) BEFORE YOU START: Make sure the computer in question is a GIO Rental device. Purchased devices are not under DELL guarantee. STEPS: Perform the following troubleshooting steps to gather information that will be helpful for Dell Team to understand and act on the problem of user's computer. After troubling shooting is done, if you are opening a DELL ticket, please copy past this template into their ticket. DiagnosticsResultsIs there any physical damage Have you performed a Hard Reset (discharging capacitors)? Is the WiFi (WLAN) option enabled in the BIOS? Is the WiFi card detected in the BIOS? Driver updates (BIOS + Network). Can you provide the result code and validation code from the EPSA diagnostic (F12)? Customer information and availabilitiesResultsIntervention address Two reachable phone numbers (including a mobile number) Your availability Professional email address LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Hardware service Category: Devices Subcategory: Hardware Configuration item: Hostname Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
airliquide, christian, connection, corp, dell, dichtl, english, gio, gio rental, hardware, kellner@eu, no, no connection., rental, szintapinter, troubleshooting, wifi
NaN
KB0030300
Gideons - Product is not available and hence shwoing blank Prod No in Mobi
English
szintapinter.kellner@eu.corp.airliquide.
16
Shivkumar SINGH-SC
Uncategorized
Published
2025-07-30 5:52:48
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
4
2025-07-18 13:13:51
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Product is not available and hence showing blank Prod No in Mobi STEPS: 1. Goto PRODUCT table and validate if the Product Number is found. SELECT * FROM PRODUCT WHERE PROD-NO = 'prod123' 2. If product is not found please sync the Product table using the following Stored Procedure: Hsp_Interface_Product_SyncFromRemote If the above steps did not solve the issue, raise an incident with the following details: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Category: Application Subcategory: Availability and Performance Issue Configuration item: GIDEONS - PROD Assignment group (if not L1): BAP-COE-GID-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User contacted regarding account issues on MyAirH - unable to log in. BEFORE YOU START: Please be sure that the site loads in correctly and there is no other network issue. STEPS: Make sure whether the user had already access - if yes, guide user to reset the password on the following website https://myairh.employee.eu.people-doc.com/login ( Problèmes de connexion ? ). If the user had no access, guide user to request an invitation link for account creation ( Problèmes de connexion ? ). In case the requested emails are not sent or there are any other account issues, please assist user to raise a ticket at their UKG Support via https://support.mypeopledoc.com/hc/en-us/requests/new LOGGING CATEGORISATION: Business service: BHC - Other applications Category: Application Subcategory: Service/Assistance Resolution notes: Service desk guided the user on how to access the myAirH ARTICLE TYPE: FCR TEAM: L1
access, account, air, airh, airliquide, andre, bhc, bts, corp, doc, english, issue, issues, kellner@eu, laurent, login, my, my air h, my airh, my rh, myairh, myrh, people, rh, szintapinter, vitalaire
NaN
KB0050924
NEO USB driver - USB Driver error
English
szintapinter.kellner@eu.corp.airliquide.
70
Muhdnursafwan SALEHUDIN-SC
Uncategorized
Published
2025-07-29 17:17:35
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
17
2025-06-24 16:03:38
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:Japan ENTITY:BIS APAC SYMPTOMS: User received below error when try to connect to USB converter to use NEO application. The issue happen after upgrade to win11. POSSIBLE CAUSES: Outdated driver. Need to install new driver. BEFORE YOU START: Uninstall existing Driver from control panel. STEPS: 1. Download the new driver from this link. 2. Installed the driver and try again LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Functional/technical issue Configuration item: Hostname Resolution Notes: Update the driver TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: The user needs to use WISE on SAP that needs default browser Edge. BEFORE YOU START: The switch of default browser settings is available for SAP GUI 7.70. STEPS: Step 1 Set the SAP GUI Settings:Open the SAP Logon pad and go to the Options menu path, Interaction Design and Control Settings to switch default browser. LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Managed Apps SAP Category: Application Subcategory: Service Question / Assistance Resolution notes: Service desk will guide the user to change the browser control to Edge TICKET TYPE: incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:*FRANCE* ENTITY:*BIS HOME HEALTHCARE * SYMPTOMS: User calls regarding PDA - SAT TC52X factory reset BEFORE YOU START: When you receive calls, always ask the following: Depot number (ex: 11a)Confirm the model: Zebra tc52xAsk what the user sees on the pda screen: Welcome screenGoogle account requestLauncher login windowSAT app login issue normal Android screen - not enrolled anymore - PREREQUISITES:Every info available here: Link to the file Calcul Besoins Commande SAT : Informations d'enrôlement SAT TC52x et connexion Launcher SAT devices are managed based on DEPOT (list in the file "information d`enrolement SAT TC52X et connexion Launcher) with special username (ex: sat.orknpc) and special email addresses. The SAT device is available under these usernames after the enrollment in the Workspace One Console! STEPS:NOTE: if the user is logged in still in LAUNCHER, you need to logout as per KB0025703, and you need to see the android menu 1 - Factory reset to be done before the reenrollment! Go to ZCONFIGUREthen select StageNOWdo not click on any option, instead ask the user to do scan the barcode by push the yellow buttons on each sideCamera will open then Scan the barcode: NOTE: The case may needs to removed, as Only front camera will open if the user do not remove it NOTE: you need to do a screenshot about the barcode and share it with the user Now the factory reset will restarting LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Service/Assistance Resolution Notes: *PDA device enrolled correctly. * TICKET TYPE: incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: End-user informed unable to see and find MyIT Corner KB article from their end POSSIBLE CAUSES: KB article has been expired / outdated or someone retired the article BEFORE YOU START: Please check with TL or SME, whether they have access to retrieve and un-retired the KB article. STEPS: If TL or SME unable to assist, please get detailed information of the missing article such as the KB number and subject, and kindly create the ticket as below LOGGING CATEGORISATION: Business service: GIO - PCI - ITSMaaS Category: Application Subcategory: Bug/defect Configuration item: ManageMyService - PROD Assignment group (if not L1): GIO-PCI-ITSM-Global Process Manager TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1, GIO-PCI-ITSM-Global Process Manager
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: If user called that they cannot access FileZilla. STEPS: Before assigning the ticket, please remote into users machine and check the following and attach it on the ticket. Make sure that FTP Service is enable, search for Windows Features >Internet Information Services and attached the below screenshot. If its disabled, you must enable it Perform path ping. Open CMD (using ADM), type path ping and attach the result on the ticket. You need to get the tracert too. Open CMD (using ADM), type path ping and attach the result on the ticket. Kindly attach the FileZilla screenshot showing the error. Lastly, attach the version that the user using on the ticket LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Internet Access Category: Application Subcategory: Access/rights Configuration item: Hostname of user`s pc Assignment group (if not L1): GIO-SEC-PSS-RUN-L2_L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
TCS Cloud Services - Oracle EBS and Other Oracle Database Management
English
szintapinter.kellner@eu.corp.airliquide.
57
Bob MOORE-SC
Uncategorized
Published
2025-09-29 14:08:22
5
GIO Service Desk
NaN
#########
NaN
BAM - Master Data Management
NaN
NaN
NaN
19
2025-07-18 13:06:48
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NaN
BAM-ITR-IDEA_MANAGEMENT
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article describes how to proceed if an end-user is requesting support for Oracle EBS databases or other Oracle databases. BEFORE YOU START: Other KBs STEPS: If an end-user is requesting support for Oracle EBS databases or other Oracle databases, create a ticket based on below categorization and send it to the indicated Assignment Group. LOGGING CATEGORISATION: Business service: BAM - Finance & ERP - Oracle NAM Category: Application Subcategory: Availability and Performance issue Assignment group: BAM-APP-L2-ORACLE-R12-DBA TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps
access, airliquide, amer, app, application, bob, center, cloud, command, corp, cs, database, ebs, english, gio, issues, kellner@eu, management, moore-sc, oracle, other, request, server, services, software, support, svcs, szintapinter, tcs, tcs cloud server svcs support app application command center amer gio cs amer oracle ebs tcs cloud services cloud support server access issues request
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KB0057003
Concur - No valid forms of payment found
English
szintapinter.kellner@eu.corp.airliquide.
66
NaN
Uncategorized
Published
2025-09-17 12:48:05
6
GIO Service Desk
NaN
#########
NaN
Travel expense management
NaN
NaN
NaN
14
2025-09-17 12:46:34
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NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:EU ENTITY:ALL (except E&C) SYMPTOMS: User is unable to book a reservation because they get an error message: "No valid forms of payment found. Please contact your local travel administrator." BEFORE YOU START: Check the user's access in CARM. STEPS: User needs to register their credit card number in the AMEX GBT Portal, see enclosed screenshots LOGGING CATEGORISATION: Business service: Travel expense management Category: Application Subcategory: Support/Assistance Configuration item: E-Expense Concur SaaS - PROD Resolution Notes: User could book a reservation. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Windows - Generic Account Unlock - if not visible in CARM
English
szintapinter.kellner@eu.corp.airliquide.
52
Vincent CAO
Windows - Storage / Performance
Published
2025-07-30 11:35:31
5
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
7
2025-05-23 13:16:45
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NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that a generic Windows account must be unlocked, and it's not visible in CARM. STEPS: Check the account in CARM and in AD. If it is visible only in AD, please create an incident, and send it directly to GIO-SEC-AD-AUTHENTICATION SERVICES-L2 LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Category: Devices Subcategory: Security Configuration item: Hostname of the pc Assignment group: GIO-SEC-AD-AUTHENTICATION SERVICES-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to report a functional issue/bug regarding SODAL application. BEFORE YOU START: Make sure the user has already access to SODAL, if no please follow KB0025031 STEPS: Open an Incident and assign it to PL-AL POLAND-ONSITE-L2. Please note: tickets can be routed directly to the Onsite team without passing through L1.5 team. LOGGING CATEGORISATION: Business service: Local Business Solution Category: Application Subcategory: Bug/defect Configuration item: SODAL - PROD Assignment group: PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:*GLOBAL* ENTITY:*ALL* SYMPTOMS: User require a request form in MyITcorner, but does not know the name STEPS: 1.Open the MyITcorner TEST environment https://airliquidetest.service-now.com/myitcorner 2. Go to top right corner, and select your name < Impersonate 3. Search for the user who you want to impersonate 4. Now you are impersonating the user, and you can search in the user's entity's catalog items LOGGING CATEGORISATION: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support/Assistance Configuration item: (if applicable) ARTICLE TYPE: Temp field to be used until drop down is created for Process TEAM: Temp field to be used until drop down is created for L1
Intelligent Hub - How to take remote control on the Workspace One console
English
szintapinter.kellner@eu.corp.airliquide.
52
Changhou LOW-SC
Windows - Storage / Performance
Published
2025-07-30 6:16:37
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
11
2025-05-23 15:32:58
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: It is needed to perform remote control in the Workspace One console. STEPS: This article aims at providing an understanding of how to perform remote control in the Workspace One console. Prerequisites: - Make sure the device is connected to the internet. - The "Assist" application needs to be installed on the device. Use remote control: In case you need to access remotely the device of the user, you have to follow those steps. 1. Click on this link to access the Workspace One console You will be asked to enter your credentials. 2. Once on the console, look for the device you wish to access, go to more actions and click on Remote Control: 3. Then click on launch session: 4. Click on Share Screen to remote control the device: 5. Connection is then established: 6. Finally, you will have access to the device: LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Service/Assistance Configuration item: Workspace One - PROD TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:E&C Germany/Poland ENTITY:ALL SYMPTOMS: User requested for new feature, new report or other not existing Services in RMS. BEFORE YOU START: This article is applicable for E&C users only! For BHC FRANCE HOMECARE users, follow the article KB0020719! STEPS: Assign request to BEC-RMS-L3 Please note: this assignment group applies to E&C users only! LOGGING CATEGORISATION: Business service: BEC - RMS Category: Application Subcategory: Support/Assistance Configuration item: RMS - PROD Assignment group: BEC-RMS-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User reports that, during a Google Meet session, their entire screen fades to black and freezes for minutes on end. POSSIBLE CAUSES: A setting on chrome://flags/ is likely the reason. STEPS: Remote the user. In the user's CHROME, type chrome://flags/ in the search bar. One of the options is called Enable Zero-Copy Video Capture. It should be set as Enabled. After enabling it, you will be prompted to restart CHROME, and afterwards the issue should be gone. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Availability and performance issue Configuration item: Hostname TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, chrome, corp, during, english, freeze, freezes, gerhards, google, google meet, google meet freeze, kellner@eu, maik, meet, screen, screen freezes, sessions, software, szintapinter, windoe, windoe freezes, windows, windows freezes
NaN
KB0044335
BTS - MyHR / Workday - issues to open HR cases
English
szintapinter.kellner@eu.corp.airliquide.
296
Goksu ISBIR
Uncategorized
Published
2025-09-29 14:53:04
5
GIO Service Desk
NaN
#########
NaN
GIO - PCI - myHR Help & Request
NaN
NaN
NaN
78
2025-05-16 14:00:36
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user contacted us to report issues when opening HR cases and needs the issue to be investigated. E.g.Error message: "No agents meet the auto-assignment criteria"Error message: "This HR Service is not available for this person"The is an error in a field in the request.User cannot open a ticket on behalf of another user. BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. If the issue is being raised by any other user: User should be guided to open a request in MyHR/Workspace portal STEPS: Create an incident ticket and assign it to GIO-ITSM DXC Third Party Maintenance HR. LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request Category: Application Subcategory: Bug/Defect Configuration item: myHR Help-Request - PROD Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance HR TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:*GLOBAL* ENTITY:*ALL* SYMPTOMS: User forgot or need the password for the test account. POSSIBLE CAUSES: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: Make sure user has such account. STEPS: Guide user to request password reset via https://docs.google.com/forms/d/e/1FAIpQLSecSRIQUGkG2H7oS7JYns1N0rzgiHVDgKgolNKdiUY9mRvNcA/viewform?usp=sf_link LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - LegalArchiving Category: Application Subcategory: Support / Assistance Configuration item: Gmail - Prod Resolution Notes: Guided user to request password reset. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:PL-AL POLAND/PL-ALKAT SYMPTOMS: Polish user has functional issue with Szafir KIR. STEPS: Please open an incident and assign to PL-AL POLAND-ONSITE-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Functional/Technical issue Assignment group: PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:POLAND ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to report a SIM/PIN related issue. BEFORE YOU START: Please note: PL-AL POLAND/PL-ALKAT users do not have access to the catalog item "Order a SIM card with a mobile device" in My IT Corner. STEPS: SIM/PIN/general mobile issues or device got lost/stolen --> Open an incident and assign it to GIO-EUS-SD-EUROPE-L1.5 > PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Category: Devices Subcategory: Support/Assistance Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 > PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:SAUDI ARABIA ENTITY:SA-VITALAIRE SYMPTOMS: User needs to install SX (salesforce) application BEFORE YOU START: This is only applicable to SA-VITALAIRE entity for CX-Platform (SALESFORCE) FR VITALAIRE: KB0023254 - CX-Platform (SALESFORCE) - Access / Installation / any functional issue (HOMECARE FRANCE) for CX-Platform (SALESFORCE) EU VITALAIRE: KB0038893 - CX-Platform (SALESFORCE) - Access/Installation/any functional issue (VITALAIRE - EU except FRANCE) for Salesforce EU: KB0011505 - Salesforce - SSO, key users, resolver groups, categorizations (EU) STEPS: - if issue on feature : verify Chrome version 1. Ask to the end user who is exactly impacted (name, role, profile) 2. Get screenshots of the full record impacted from the url link to the error message displayed 3. Get the steps used by the end user to proceed before being faced with the error they have 4. assign the incident to HCDIT - CX - L2 LOGGING CATEGORISATION: Business service: HCDIT - Salesforce Category: Application Subcategory: Based on the issue Configuration item: CX-Platform - PROD Assignment group (if not L1): HCDIT - CX - L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, amei, arabia, brice, corp, corrupted, english, homecare, issue, kellner@eu, not, not working, ratajczak, sa, sa vitalaire, sa-vitalaire, salesforce, saudi, saudi arabia, software, sx, szintapinter, vitalaire, working
NaN
KB0048593
STARLIMS - issue summary
English
szintapinter.kellner@eu.corp.airliquide.
35
Guilaine PESTIE
Uncategorized
Published
2025-09-29 14:34:56
5
GIO Service Desk
NaN
#########
NaN
BSE - STARLIMS
NaN
NaN
NaN
1
2025-09-08 14:46:20
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:BIS SEPPIC ENTITY:APAC & US SYMPTOMS: End user would like to have access or have functional issue with STARLIMS. BEFORE YOU START: Starlims is a solution for Quality Control laboratories in production sites (tests, certificate of analysis...). It is mainly used by research and development teams. The login is done -> the credentials are created at the first connexion. Access: The request has to be made through MyITcorner. They are in the the category "Applications" in the sub-category "Operation tools > Healthcare". The request can also be find in the search bar with the name of the application -> https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=25e7ec1f1bc2b41c510c7db4464bcb16 Other requests on MyITcorner: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=387671631bca345c510c7db4464bcb0e URL: (picture) Key users: https://docs.google.com/spreadsheets/d/1DGBu0de1mMz2RjE0fyWh9Ht8OUn84ft2a_bqcwOPNAU/edit#gid=349349593 STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern (screenshots, error messages, etc) 3. If the intake is an INC, be careful if it is un access request (It is not an incident when a user says : I can't see ..., I no longer have access to ..., I could do before ..., etc...) create a ticket with the catalog request of the concerned application, copy the text in the comment, close the incident with the number of the request in the closing note and this comment "Access request is not an incident". If you don't be able to create the catalog request in the closure note put the link of the catalog request to use. 4. Assign the ticket to the group corresponding with the Business service. LOGGING CATEGORISATION: Business service: BSE - STARLIMS Category: Application Subcategory: accordingly Configuration item: STARLIMS - PROD Assignment group (if not L1): BSE-STARLIMS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION: CHINA ENTITY: BIS APAC SYMPTOMS: If user calls for access request on ServiceNow DEV access. STEPS: Please create an Incident ticket and assign to PCI team LOGGING CATEGORISATION: Business service: BAP - HUB - APAC Servicenow Category: Application Subcategory: Access/Rights Configuration item: ManageMyService - PROD Assignment group (if not L1): GIO-ITSM-Local Process Managers TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: -User can't find how to approve a My IT Corner request BEFORE YOU START: All My IT Corner requests will be approved by email - only Manager can manage outstanding requests via mail, he receives an automatic mail where he can approve or reject the request of the End user. Email address of approver request mail: IT Service Desk STEPS: From My IT Corner: From MMS (remember not all users have access to MMS): Have the user open the RITM and go to the Approvers tab. From Gmail: Look for the first approval request email Title: "Service Request REQ123456 requires your approval"From: IT Service DeskThe requested item ( RITM ) details will be in this email At the bottom of the email there will be two buttons A blue one to approveA red one to reject Once you click on one of these buttons, a new email window will pop-up Send this email in order to have the approval/rejection taking effect on the ticket LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support/Assistance Configuration item: MyITCorner - PROD Resolution notes: Service desk guided the user on how to approve the request via my IT Corner or email. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Sap history is now intentionally unavailable for regular users, so unless user is SAP developer off limits. If user is SAP developer provide him the steps below. BEFORE YOU START: This feature will appear only for eligible devices that meet the technical requirements: Chrome version should be at least 90/91 and only 64 bit version is goodChrome Hardware acceleration must be enabledBrowsers must support WebGL 2.0. STEPS: 1. User needs to be added to "Users SAP DEV" group in AD (IT request, user to directed to IT Approval or Budget Approval) 2. User needs to request the install of SAP key user version(as opposed to enduser) on my it corner 3. Activate history in SAP GUI as required Checking the status of the History option in the options of SAPgui KeyUser 7. * (SAP Logon 7. *) and activation, if necessary 4. Activate high speed connection SAP logon pad for the given connection Checking the status of the Network Settings option and activating High Speed ??Connection (LAN) to repeat for each system / application concerned (here for example: SAP UK P49 production) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only Windows Category: Application Subcategory: Service Question / Assistance Configuration item: Hostname of the PC Resolution Notes: Service desk will guide the user to troubleshoot the issue. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
activate, activate sap history, airliquide, corp, english, gerhards, history, kellner@eu, maik, sap, sap history, software, szintapinter
NaN
KB0044693
Szafir KIR - certificate check
English
szintapinter.kellner@eu.corp.airliquide.
28
Lukasz KACZMARCZYK
Uncategorized
Published
2025-09-08 14:43:47
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
7
2025-09-08 14:43:20
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:POLAND ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT User is calling for assistance on checking the certificate of Szafir KIR application. POSSIBLE CAUSES: The certificate of Szafir KIR has expired. BEFORE YOU START: Please note: Szafir KIR application is also called among uses as Sapphire. They are the same application! STEPS: 1. Open the CryptoCard Graphite Manager 2. Click start then type CryptoCard > open application. 3. Here you can find information about user's Certificate. If see user's certificate here it means that the certificate is installed on the computer. 4. Make sure user's card is attached to the USB port correctly. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Service/Assistance Configuration item: Hostname of user`s pc Resolution Notes: Assisted user with checking and managing the certificate for Szafir KIR application. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Intelligent HUB - Android Device: This device is registered to another user
English
szintapinter.kellner@eu.corp.airliquide.
161
Alexandre BONNAIRE
Uncategorized
Published
2025-07-30 6:16:40
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
13
2025-07-18 13:22:25
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User cannot enroll his/her Android device. User receives error message during the enrollment: "Enrollment blocked: This device is registered to another user. Contact your administrator" POSSIBLE CAUSES: This issue occurs on Corporate-Owned devices where the device is still registered to the previous user STEPS: 1 - Delete the device from Workspace as per KB0013851. 2 - Check prerequisites as per KB0044843 3 - If prerequisites are correct, proceed with reenrollment as per KB0042500. --> If still KO, contact an SME assign incident to GIO-EUS-GOPS-WORKSPACEONE-L3 with detailed description and screenshot of error message, only after contacting SME LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Enrolment Configuration item: Workspace One Resolution Notes: User re-enrolled the device on Intelligent Hub. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:FRANCE ENTITY:ALL SYMPTOMS: User wants to unlock his/her SIM card STEPS: Raise a request in My IT Corner We guide the user to raise the request on their PC! 1. https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=c11307624fd27e00eaa6ab6ba110c7b3&sysparm_category=f67c99334fe742009864ca1f0310c721 2. This go the category of OTHER! 3. COST CENTER and justification are needed before you click on ORDER! LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyItCorner Assistance Request details: For which Topic: finding a catalog itemExplanation: contact fleet manager In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Support / Assistance Resolution Notes: User was guided to open the request in MyITcorner TICKET TYPE: request ARTICLE TYPE: FCR TEAM: L1
Gideons - What is the purpose of Virtual Account Number
English
szintapinter.kellner@eu.corp.airliquide.
61
Deepak HASANI-SC
Uncategorized
Published
2025-09-03 3:20:36
6
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
21
2025-07-25 12:16:56
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION: TURKEY ENTITY: BIS EUROPE SYMPTOMS: The purpose of Virtual Account in Gideons BEFORE YOU START: Turkey maintains the customer record in their financial system (SAP), hence it is important to store the value of the customer no of SAP in GIDEONS as a reference, For this purpose VIRTUAL_ACCOUNT_NO column in the account table is used. This value will be the reference no between SAP and GIDEONS for customer no. STEPS: When an account is created in GIDEONS a new no will be generated and through the interface it will be also created in SAP. 2. Another key case is, multiple accounts in GIDEONS may refer to a single customer in SAP. For example For a single actual customer we may create multiple accounts in GIDEONS for reasons such customer want price in different currency but be invoiced in local currency. In this case Account will be created with EUR/USD currency but the payment type option will be set to local currency. With this option pricing can me maintained in USD/EUR currency. When the invoice data is transferred to SAP, the totals will be multiplied by the exchange rate to derive the equivalent local currency value, and that value will be sent to SAP. Payment Type LC and Currency is not TRY Payment Type ET and Currency is EUR When automatch is applicable for the account, receipts will be automatically matched via a job. When matching receipts invoice for all the accounts sharing the same virtual account will be considered. In the case when invoice is in EUR/USD but receipt is in local currency (TRY) or vice-versa, BalanceUnpaid_LCY column will be used match/clear payments. below is a receipt for a EUR account whose payment type is LC, is matched to an invoice of a different account, but (only when) sharing the same virtual account no. LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Category: Application Subcategory: Availability and performance Configuration item: GIDEONS - Europe - PROD Assignment group (if not L1): GIO-EUS-SD-GIDEONS-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1,5
account, airliquide, atb, atb turkey, corp, customer, deepak, english, gideons, gideons turkey, hasani-sc, interface, invoice, kellner@eu, no, number, purpose, receipts, receipts turkey, sap, sap customer interface, sap interface, sap invoice interface, software, szintapinter, turkey, virtual, virtual account no, what
NaN
KB0053385
Keepass - Can't open KeePass software. Error "Network resource that is unavailable"
English
szintapinter.kellner@eu.corp.airliquide.
45
Muhammad Faiz BIN AZIZOL-SC
Network / Connectivity
Published
2025-06-24 16:12:51
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
6
2025-06-24 16:12:07
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:JAPAN ENTITY:BIS-APAC SYMPTOMS: User unable to open Keepass. Error "The feature you are trying to use is on a network resource that is unavailable" appeared and user unable to proceed after clicking "OK". POSSIBLE CAUSES: Some updates for Keepass(ver. 2.55 or above) causing the application to unable to load the saved data. BEFORE YOU START: Guide user for reinstallation request from MyIT Corner after you have uninstalled the corrupt version on user PC. If manual reinstallation is required kindly perform below. Manual reinstallation: Check folder C:\_INSTALL for below installers.There are 2 installers required for the reinstallation process.If the files are missing, please guide user to request installation on MyIT Corner. 1.dominik-reichl_keepass-2.54 (or above)2.dominik-reichl_keepass-config STEPS: 1.Open control panel and uninstall current version of Keepass that preventing user to open the application. 2.Guide user to request installation from MyIT Corner link below Link: https://airliquide.service-now.com/myitcorner?id=sc_cat_item&table=sc_cat_item&sys_id=af422ebd1b78201413524150f54bcb7a&searchTerm=keepass 3.After Keepass have been reinstalled from IT Corner and user informed that he still unable to open Keepass , or user urgently need to use Keepass at the time , you can try manual reinstallation below. 4.Open folder(dominik-reichl_keepass-2.54 or above) and search bin/source folder for the setup.exe file.Latest version might not have bin files but if setup.exe files is available , you can still proceed with the reinstallation. 5.Run setup.exe as admin and proceed reinstallation. 6.For version other than 2.54 , you can try guide user to reopen the newly reinstalled Keepass. For version 2.54 , you need to install the configuration(dominik-reichl_keepass-config) as well. Follow below for the installation. 7.Open cmd as admin , input command "cd C:\_INSTALL\dominik-reichl_keepass-config" 8.Input command "install.vbs".Nothing will happen after you input this command.Kindly guide user to wait at least 2min. 9.Try reopen newly installed Keepass. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Bug/defect Configuration item: PC hostname Assignment group (if not L1): Onsite team Resolution Notes: Uninstalled and reinstalled software. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, azizol-sc, bin, can, corp, english, faiz, keepass, kellner@eu, muhammad, network, network resource that is unavailable, open, reinstall, resource, software, szintapinter, unavailable, uninstall, uninstall., wifi, windows
NaN
KB0048362
Google Chat - issue on mobile device
English
szintapinter.kellner@eu.corp.airliquide.
49
Harold OUSSET
Uncategorized
Published
2025-07-30 6:10:02
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
11
2025-06-24 15:18:43
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: The user has any issues with google chat on mobile device BEFORE YOU START: The mobile device must be enrolled for Intelligent Hub mixed usage or business only usage. Without enrollment it will not work and it is not supported! In case of mixed usage enrollment on Android the user needs to install the chat from the corporate play store and use that one for professional conversation. STEPS: Make sure you have the latest version of the Google Chat app installed.Check your internet connection.Try restarting your device.Uninstall and reinstall the Google Chat app.Contact Ggogle Support. KB0012701 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: functional/technical issue Configuration item: Google Suite - PROD Resolution Notes: The send-receive function on Google Chat has been restored. TEAM: Temp field to be used until drop down is created for L1
airliquide, chat, chat issue, chat on mobile, corp, device, english, google, google chat on mobile, hardware, harold, kellner@eu, mobile, ousset, szintapinter
NaN
KB0049850
IntelliCad - any functional issue
English
szintapinter.kellner@eu.corp.airliquide.
6
Lukasz KACZMARCZYK
Uncategorized
Published
2025-09-29 14:36:06
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
3
2025-06-24 15:10:44
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: User from PL-AL POLAND/PL-ALKAT have any functional issue related to IntelliCad software. STEPS: License managed by Local SD (to be activated only once) - PL-AL POLAND-ONSITE-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Functional/technical issue Configuration item: Hostname of PC Assignment group: PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
AutoCAD installation Error - Microsoft.NET not found
English
szintapinter.kellner@eu.corp.airliquide.
70
NaN
Uncategorized
Published
2025-06-24 16:00:49
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
7
2025-06-24 15:59:37
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: Unable to install AutoCAD application with Microsoft .NET not found error. BEFORE YOU START:If you're trying to install .NET frameworks, please check if x86 version (32bit) version or x64 (64bit) of the .NET frameworks are installing. Please install the 64bit frameworks. (refer to INC1544993) STEPS: Refer to INC1584765 to fix it:1. Uninstall all .NET versions from Control Panel2. Reboot the system3. Follow https://www.autodesk.com/jp/support/technical/article/caas/sfdcarticles/sfdcarticles/JPN/Unable-to-run-AutoCAD-A-dependent-component-Microsoft-NET-is-missing-when-launching-AutoCAD-products.html for links to necessary versions4. Install both SDK packs for ASP.NET 6.x and ASP.NET 8.x, as well as Core Runtime and Desktop Runtime for both (64bit version for all)5. Install Developer Pack for SDK 4.8.16. Reboot system again? Check if AutoCAD starts: OK LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: bug/defect Configuration item: PC Hostname Assignment group (if not L1): if not resolved, assign to GIO-EUS-FS-JAPAN-L2 TICKET TYPE: Incident ARTICLE TYPE: FCR, Assignment TEAM: L1, OSS
COUNTRY/REGION:Poland ENTITY:BIS EUROPE SYMPTOMS: A user from PL-AL POLAND/PL-ALKAT is calling to configure a Tablet and to install ALTO application on it. STEPS: Assign an incident to PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Enrollment Assignment group (if not L1): PL-AL POLAND-ONSITE-L2 TICKET TYPE: incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is calling that he/she needs to request a Salesforce account creation. STEPS: In case a user is calling that he/she needs to request a Salesforce account creation please redirect user to the Local Salesforce Admin. LOGGING CATEGORISATION: Business service: Customer relationship Management Category: Application Subcategory: Account and password Configuration item: SALESFORCE IM EUROPE PROD (for IM) or SALESFORCE HOSPITAL EUROPE - PROD (for Medgas) Resolution Notes: User was redirected to the Local Salesforce Admin. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls because he would like to have a shortcut on his desktop to have an easier access to a web page. STEPS: Create a shortcut on the user desktop. 1. Guide the user to right click on the desktop 2. Select new/ shortcut. 3. Copy and paste the URL link of the website in the blank space, then click on next. 4. Give a name to the shortcut. Another way to create a shortcut is to reduce the window to a smaller size and just drag and drop the secure icon to the desktop: This applies for users whose default browser is already defined and have to open the shortcut with another browser, for instance google chrome is the default browser and the user has to open a website strictly on internet explorer) 1. Click on the highlighted button 2. Then click on the highlighted part and drag and drop it on the user desktop. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Service/Assistance Configuration item: Hostname of user`s pc Resolution Notes: We created the shortcut for the user. TICKET TYPE: incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Tunisia/Morocco ENTITY:BIS AMEI SYMPTOMS: It was not possible to install SAGE on user's PC due to an error STEPS: If the steps on KB0020646 did not solve the issue, create an incident and assign it to BAMEI-TUNISIA-L2 or BAMEI-MOROCCO-L2 (according to user`s location) LOGGING CATEGORISATION: Business service: BAMEI-Morocco-Local Business Applications or BAMEI-Tunisia-Local Business Applications Category: Application Subcategory: Bug/Defect Configuration item: SAGE TRESORERIE - PROD or SAGE PAIE Morocco - PROD Assignment group (if not L1): According to location : BAMEI-TUNISIA-L2 or BAMEI-MOROCCO-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:POLAND ENTITY:BIS EUROPE SYMPTOMS: PL-AL POLAND/PL-ALKAT user is calling to request a new mobile phone/tablet. BEFORE YOU START: Please note: PL-AL POLAND/PL-ALKAT users do not have access to the catalog item "Order a SIM card with a mobile device" in My IT Corner. STEPS: New mobile and/or SIM card request, replacement, additional network packages (T-Mobile) --> Open an incident and assign it to GIO-EUS-SD-EUROPE-L1.5 > PL-AL POLAND-ONSITE-L2. LOGGING CATEGORISATION: Business service: Local Business Solution Category: Devices Subcategory: Service/Assistance Assignment group (if not L1): GIO-EUS-SD-EUROPE-L1.5 > PL-AL POLAND-ONSITE-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User needs assistance with finding the IP address and/or the Hostname of their computer. STEPS: 1. Ask user to click on "myPC" on the desktop 2. Ask user to share the HostName and or the IP Address: 3. If the user clicks the phone icon, it will display the Service Desk's contact details based on the computer's location. TICKET TYPE: Incident or request ARTICLE TYPE: Process TEAM: L1
BTS - myHR / Workday - How to Access via Mobile (smartphone /tablet) with Single-Sign On
English
szintapinter.kellner@eu.corp.airliquide.
138
Goksu ISBIR
Uncategorized
Published
2025-09-29 14:53:02
5
GIO Service Desk
NaN
#########
NaN
BCF-MYHR-SUPPORT
NaN
NaN
NaN
68
2025-05-16 13:46:03
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: If user calls and need assistance on how to access myHR via mobile (smartphone or tablet) STEPS: Guide the user using this document : How to Access myHR via Mobile Note: You may need to upgrade the OS version of your mobile phone to use myHR app. If the OS version of your mobile phone is not compatible with the above requirement, you may have to revert to using the web version of myHR. For China Android users: Since China users are unable to access Google Play Store, please guide user to download Workday Apps via below link: http://www.appchina.com/app/com.workday.workdroidapp LOGGING CATEGORISATION: Business service: BCF-MYHR-SUPPORT Category: Application Subcategory: Support/assistance Configuration item: myHR Help-Request - PROD Resolution Notes: Guided user to access myHR via mobile. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, apac, bts, corp, english, goksu, how, how to, isbir, kellner@eu, mobile, myhr, sign-on, single, single sign-on, single-sign, smartphone, szintapinter, tablet, via, workday
NaN
KB0034630
TESS - Bug/Defect
English
szintapinter.kellner@eu.corp.airliquide.
11
Mateusz DREHER
Uncategorized
Published
2025-09-29 14:34:40
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
1
2025-09-08 14:05:43
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:Houston ENTITY:BIS E&C SYMPTOMS: User reports bug or defect in application behavior or data. STEPS: Assign incident to BEC-TESS-L2 LOGGING CATEGORISATION: Business service: BEC - TESS Category: Application Subcategory: Bug/Defect Configuration item: TESS - PROD Assignment group: BEC-TESS-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Industrial Network - Industrial Virtual Server Issues
English
szintapinter.kellner@eu.corp.airliquide.
209
Travis CUMMINGS
Network / Connectivity
Published
2025-07-18 13:13:21
4
GIO Service Desk
NaN
#########
NaN
GIO - OT - AME - INDUSTRIAL VIRTUAL SERVER
NaN
NaN
NaN
28
2025-07-18 13:12:31
#########
NaN
GIO-OT-AME-OPERATIONS
REGION:AME ENTITY:BIS AMER SYMPTOMS: This article aims to describe how to identify and route tickets related to Industrial Virtual Server issues reported by one of the below listed industrial sites.Keywords users might use: SCADA, VM, Virtual Machine, Industrial Related BEFORE YOU START: Always verify the application that has the issue as well as the site that the users may be reporting, it may not always be the site in which his profile appears. You can ask for the site ID or the address. For Industrial Monitoring Issues check: KB0050225 For Industrial Paging Systems Issues check: KB0050226 For Industrial Network Security Issues check: KB0050224 For Industrial Site Connectivity Issues check: KB0050227 ALWAYS CHECK SITE CONNECTIVITY BY ASKING THE END-USER TO CONFIRM IF EMAIL OR WEB BROWSING IS WORKING. Industrial site list: Site IDLocationCountryBusiness UnitAR008CampanaArgentinaArgentinaAR011DAK EastmanArgentinaArgentinaAR013LlavallolArgentinaArgentinaAR015Bahia BlancaArgentinaArgentinaAR016EnsenadaArgentinaArgentinaAR018SaltaArgentinaArgentinaAR020SiderarArgentinaArgentinaAR025AcindarArgentinaArgentinaAR029HuinculArgentinaArgentinaAR034Ternium CanningArgentinaArgentinaBR001TelefonicaBrazilBrazilBR004Belford RoxoBrazilBrazilBR006CandeiasBrazilBrazilBR011Santa CruzBrazilBrazilBR021JundiaiBrazilBrazilBR026MauaBrazilBrazilBR027Paulinia ASUBrazilBrazilBR032Paulinia SMRBrazilBrazilBR035San JoseBrazilBrazilBR040SuzanoBrazilBrazilBR060ImperatrizBrazilBrazilBR061ItabiritoBrazilBrazilBR074OrtigueiraBrazilBrazilBR083Brazil-DCBrazilBrazilCA015ContrecoeurCanadaCanadaCA016BecancourCanadaCanadaCA019VarennesCanadaCanadaCA020Varennes DCCanadaCanadaCA037Hamilton ACanadaCanadaCA052Medicine HatCanadaCanadaCA057ScotfordCanadaCanadaCA061StrathmoorCanadaCanadaCA196Dawson CreekCanadaCanadaCA198Ultramar ASUCanadaCanadaCA199BalmertownCanadaCanadaCA233HintonCanadaCanadaCA241Port Mellon, BCCanadaCanadaCA252Prescott CO2CanadaCanadaCA273AylmerCanadaCanadaCA372Ultramar VSACanadaCanadaCA380CanforCanadaCanadaCA383Irving VSACanadaCanadaCA399QuesnelCanadaCanadaCL006AntofagastaChileChileCL009Los PinosChileChileCO003TocancipaColumbiaColumbiaKR014AMCKKoreaALAMKR025SJK (Sejong), KoreaKoreaALAMMX002Monclova 6MexicoMexicoMX002Monclova 5MexicoMexicoMX002Monclova SMRMexicoMexicoMX005Pesqueria - TerniumMexicoMexicoMX029TulaMexicoMexicoSG007SingaporeSingaporeALAMUS006BlythevilleUSALIUS011TucsonUSAAirgasUS012El SegundoUSALIUS013EtiwandaUSAAirgasUS014Fremont, CA - ALAMUSAALAMUS014Fremont, CA - BALAZSUSAElectronicsUS017MaderaUSAAirgasUS021RodeoUSALIUS026WilmingtonUSAAirgasUS027DenverUSAAirgasUS032NewportUSAALaSUS034Merritt IslandUSALIUS035OrlandoUSAAirgasUS038Covington, GAUSAAirgasUS044BartonvilleUSAAirgasUS045Chicago HeightsUSAAirgasUS050RoxanaUSAAirgasUS053North VernonUSAAirgasUS055RockportUSAAirgasUS058GhentUSALIUS059Ghent NASUSALIUS060HopkinsvilleUSAAirgasUS065Essex JunctionUSAElectronicsUS066Geismar LCGSUSALIUS068Geismar ASU and CogenUSALIUS069TaftUSALIUS070NorcoUSALIUS071PlaquemineUSALIUS080PevelyUSAAirgasUS085WilsonUSAAirgasUS095MaltaUSAElectronicsUS102Oklahoma CityUSAAirgasUS107McMinnvilleUSAAirgasUS111CoatesvilleUSAAirgasUS114EmporiumUSAAirgasUS115MorrisvilleUSAESGUS116ReadingUSAAirgasUS117RidgwayUSAAirgasUS119CatawbaUSAAirgasUS120DarlingtonUSALIUS122BerkeleyUSALIUS133BloomingtonUSALIUS135ChannelviewUSALIUS136CleburneUSAAirgasUS137Corpus ChristiUSALIUS139Dallas-TIUSAElectronicsUS141Freeport ASUUSALIUS142Freeport HPUUSALIUS143Freeport HyCOUSALIUS145Longview 4 & POXUSALIUS151InglesideUSALIUS152Bayport, TXUSALIUS153La Porte ASU & SMRUSALIUS156Longview 2&3USALIUS159NederlandUSALIUS161Port NechesUSALIUS162Dallas-QorvoUSAElectronicsUS163Dallas-RFABUSAElectronicsUS165ShermanUSAElectronicsUS170Salt Lake CityUSAAirgasUS172CovingtonUSAAirgasUS174ManassasUSAElectronicsUS175RichmondUSAAirgasUS176WaynesboroUSAAirgasUS178AnacortesUSALIUS179KalamaUSAAirgasUS181KentUSAAirgasUS183SaukvilleUSAAirgasUS191Columbus VSAUSAAirgasUS195AddisUSALIUS197BishopUSALIUS200PixleyUSAAirgasUS202SpindletopUSALIUS218VandenbergUSAAirgasUS221AnchorageUSAAirgasUS229Moses LakeUSAElectronicsUS230Live OakUSAALATUSUS238BagdadUSALIUS242OglethorpeUSAAirgasUS243TiogaUSAAirgasUS244LehiUSAElectronicsUS251SandiaUSAElectronicsUS257BranchburgUSAALAMUS272High Springs, FLUSAALAMUS298UMBUSAALAMUS307El PasoUSAAirgasUS312Polykon (Sandston)USAPolykonUS318Littleton, MAUSAAirgasUS322Beaumont LMAUSALIUS331Walnut, MSUSAALATUSUS332PA2USAALAMUS339OakdaleUSAALATUSUS340CyrusOne AustinUSALIUS343HoriconUSAALATUSUS345St. JamesUSALIUS346Bay CityUSALIUS402North Las VegasUSA
English
szintapinter.kellner@eu.corp.airliquide.
9
Laurent HENRY
Uncategorized
Published
2025-09-04 15:18:58
4
GIO Service Desk
NaN
#########
NaN
GIO-CS-EUR-Managed Apps SAP
NaN
NaN
NaN
3
2025-09-04 15:17:59
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User contacted us due to bein unable to save SAP data directly onto their hard drive via the Save to Local Folder option. When the user clicks on Save to Local Folder, all menu in which the user should select the format appears blank: POSSIBLE CAUSES: SAP might recognize that there are several environments open at the same time. STEPS: Step 1 Fully close SAP LOGON PAD via the Task Manager. Step 2 Reopen SAP, and have the user test the action again. The menu will no longer be blank. LOGGING CATEGORISATION: Business service: GIO-CS-EUR-Managed Apps SAP Category: Application Subcategory: Availability and Performance issue Resolution Notes: User was able to perform the desired action in SAP. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, blank, corp, drive, english, folder, hard, hard drive, henry, kellner@eu, laurent, local, local folder, menu, options, sap, save, save to folder, save to local folder, software, szintapinter
NaN
KB0044014
BTS - Intelligent Hub - change email address on personal profile
English
szintapinter.kellner@eu.corp.airliquide.
79
Jerome BACHELERIE
Uncategorized
Published
2025-07-30 6:16:40
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
7
2025-05-23 10:39:26
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to change their email address on their personal profile. BEFORE YOU START: 1. Make sure that the device is enrolled to Intelligent Hub as mixed usage. 2. Make sure that user's AirLiquide email address has not changed, and the new email address is a personal Gmail one. STEPS: Guide the user to follow the following steps on their personal profile: Open Settings app and tap Google. Manage your Google Account.At the top, tap Personal info.Under "Choose what others see," tap Go to About me.Under "Personal contact info" or "Work contact info," tap Edit . ...Under "Email," add, edit, or remove your email address.Tap OK. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Support/Assistance Configuration item: Workspace One Resolution Notes: Assisted user with changing email address on personal profile TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:E&C ENTITY:Houston SYMPTOMS: User requested for a customization or a new feature. STEPS: Assign an incident to BEC-TESS-L2. LOGGING CATEGORISATION: Business service: BEC - TESS Service Category: Application Subcategory: Service/Assistance Configuration item: TESS (Turbo) - PROD Assignment group (if not L1): BEC-TESS-L2. TICKET TYPE: incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:France ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User would like to reset IBM client access password STEPS: 1.Create an incident and assign it to BHC-SUPPORT-L1 LOGGING CATEGORISATION: Business service: BHC - OPS - M3 Technical Category: Application Subcategory: Account and Password Configuration item: Hostname Assignment group (if not L1): BHC-SUPPORT-L1 TICKET TYPE: incident ARTICLE TYPE: Assignment TEAM: OSS
BTS - MyHR / Workday - issues with MyHR Knowledge Base
English
szintapinter.kellner@eu.corp.airliquide.
191
Goksu ISBIR
Uncategorized
Published
2025-09-29 14:53:04
5
GIO Service Desk
NaN
#########
NaN
GIO - PCI - myHR Help & Request
NaN
NaN
NaN
53
2025-05-16 14:07:25
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user contacted us to report issues with HR knowledge articles. E.g.User could not edit a HR Internal Knowledge article.Article cannot be found in KB search. BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. If the issue is being raised by any other user: User should be guided to open a request in MyHR/Workspace portal STEPS: Create an incident ticket and assign it to GIO-ITSM DXC Third Party Maintenance HR. LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request Category: Application Subcategory: Bug/defect Configuration item: myHR Help-Request - PROD Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance HR TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
REGION:NIGERIA ENTITY:BIS AMEI SYMPTOMS: User is calling from Nigeria and they have issue with SAGE. STEPS: Open an incident and send it to BAMEI-NIGERIA-L2. LOGGING CATEGORISATION: Business service: BAMEI-Nigeria-Local Business Applications Category: Application Subcategory: Bug/defect Configuration item: Sage Accpacc - WCA - ALNG - PROD Assignment group: BAMEI-NIGERIA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
BTS - My IT Corner - request closed but not completed
English
szintapinter.kellner@eu.corp.airliquide.
149
Guillaume CHIROL
Uncategorized
Published
2025-09-29 14:51:59
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
218
2025-05-16 12:52:39
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user calls regarding a case when he/she had a My IT Corner request that is closed but it is not completed yet. STEPS: Open an incident with same categorization as the request and send it to same resolver group that closed the request. Please make sure to add all the previous information and to attach the ticket number closed. LOGGING CATEGORISATION: Business service: Same that is applicable in the related request Category: Same that is applicable in the related request Subcategory: Same that is applicable in the related request Configuration item: Same that is applicable in the related request Assignment group: Same resolver team that closed the related request. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, bts, but, chirol, closed, completed, corner, corp, english, guillaume, it, kellner@eu, my, my it corner, not, request, szintapinter
NaN
KB0049568
Szafir KIR - functional issue
English
szintapinter.kellner@eu.corp.airliquide.
3
Karol ZON
Uncategorized
Published
2025-09-29 14:36:06
5
GIO Service Desk
NaN
#########
NaN
BEC - Local Business Applications
NaN
NaN
NaN
0
2025-09-08 14:42:17
#########
NaN
BEC-GLOBAL-APPS-L3
COUNTRY/REGION:Poland ENTITY:BIS E&C SYMPTOMS: E&C user is calling from Krakow and they have functional issue with Szafir KIR. STEPS: Please open an incident and assign to BEC-EUS-FS-KRA-L2. LOGGING CATEGORISATION: Business service: BEC - Local Business Applications Category: Application Subcategory: Bug/Defect Assignment group: BEC-EUS-FS-KRA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User is not able to log in to SAP account. ERROR: Username or password is incorrect. BEFORE YOU START: Make sure if users can or cannot reset the password themselves via CARM. ALWAYS AUTHENTICATE USERS FOR ANY PASSWORD RESET as per Password Reset Authentication Process (GLOBAL) Please note: Do not send the temporary password by email anymore! If user has a SAP account that is not present in CARM (preprod, development instances, ect), follow KB0012360: create ticket and send it to the Authorisation team for pw reset, explain in the ticket we do not have access to that SAP to make the pw reset. STEPS: 1. Please open SAP Logon Pad and log in with your credentials.: 2. Search for user's account.: (fo SAP ALPES: type "SU01" in the search to see the User maintenance to change the pw) 3. Check if it is valid and active (under the "User Group" field and than if it is locked.: 4. Reset the password (use https://passwordsgenerator.net/ as per SD Procedure - Password Security Policy (Global) to generate a password): 5. Send security e-mail to user.: Please note: Do not send the temporary password by email anymore! LOGGING CATEGORIZATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password reset Request details: Phone number to provide the password: number confirmed by the userWhich password: choose the correct SAP environment from the listReason: Provide the reason for the reset In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Category: Application Subcategory: Account and Password Configuration item: CARM IGI - PROD
airliquide, carm, corp, english, if, ingrid, kellner@eu, logon, not, opera, password, proszonics-sc, reset, sap, sap logon password reset, sap opera, software, szintapinter, working
NaN
KB0020805
VPN Checkpoint Endpoint - How to install
English
szintapinter.kellner@eu.corp.airliquide.
33
Mariacecelia FERNANDEZ-SC
Uncategorized
Published
2025-07-30 11:08:51
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - Service Desk
NaN
NaN
NaN
8
2025-06-24 16:33:11
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: User is requesting to install VPN Checkpoint Endpoint STEPS: Guide the user to raise request via MyITCorner > Home > myITCorner Catalog > Windows applications > IT Tools > CheckPoint EndPoint VPN E80.62 LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: Finding catalog item Explanation/context: guided user to myitcorner to request the installation of the application In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support / Assistance Configuration item: MyITCorner - PROD ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Houston ENTITY:BIS E&C SYMPTOMS: User submits a ticket for a request that is not listed in any of the categories. STEPS: Assign a incident to BEC-TESS-L2. LOGGING CATEGORISATION: Business service: BEC - TESS Service Category: Application Subcategory: Service/Assistance Configuration item: TESS (Turbo) - PROD Assignment group: BEC-TESS-L2 TICKET TYPE: incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:Germany ENTITY:All (except Vitalaire - E&C - DE-AL GMS and DE-AL GMS GmbH) SYMPTOMS: German user is calling and needs help with a forgotten pin/puk, sim card issues, return of device, transfer device, installation of apps or enrollment assistance STEPS: Provide this link to the user or Go to myitcorner then click Order Something. Under Categories click on Applications and then on the CE Lokale IT tile (Central Europe Local IT). Select "Mobile device support" in the drop down menu This link is not accessible for the ServiceDesk LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: Mobile Fleet ManagerExplanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Category: Application Subcategory: Support/Assistance Configuration item: MyITCorner - PROD Resolution Notes: Assisted the user to raise the request in MyIT Corner ARTICLE TYPE: FCR TEAM: L1
Windows Hello - Windows login screen asking for PIN
English
szintapinter.kellner@eu.corp.airliquide.
822
Maik GERHARDS
Windows - Storage / Performance
Published
2025-10-07 8:30:45
4
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
598
2025-10-07 8:30:01
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS: When signing in to Windows, user seeing sign in page that requires user to insert PIN, instead of the normal Windows account password. User cannot login with their usual windows password at this screen User also might mistaken the PIN with the Bitlocker PIN which will fail the login. POSSIBLE CAUSES: This occurred after Windows Hello Setup BEFORE YOU START: Check if user have set up Windows Hello PIN (especially during OKTA setup) A Windows Hello PIN Code is an easy way to remember secret login code. It is a minimum of 8 digits. The PIN only works on one computer. Windows Hello is fully secured with using a dedicated component on the device. (If user has multiple devices, Windows Hello needs to be set up separately, as it is specific to the device.)BEFORE TROUBLESHOOTING: always clarify with the user whether they have an issue with Windows Hello setup itself or Windows Hello as an authenticator in OKTA!If the user would like to set up Windows Hello as an OKTA authenticator, please follow this KB to activate Windows Hello, then proceed as per KB0028507 STEPS: 1. At the login screen, guide user to insert the PIN that was set in Windows Hello during OKTA Setup If need to log in using Windwos account password, click the Sign in Option A key icon and dial pad icon will appears. Key icon is for Windows account. Dialpad icon is for Windows Hello PIN 2. Select the key icon to login via Windows account password. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows assistance Request details: For which Topic: Windows feature TICKET TYPE: request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling his/her account got locked when attempted to log into Unix and now has to wait 15 minutes until the account gets automatically unlocked. POSSIBLE CAUSES: User populated a wrong password at logon. STEPS: Inform user the Service Desk has not access to UNIX in order to be able to unlock the account. Advise user to wait and call back if necessary. In that case the password reset for Unix has to be requested (follow: KB0013798) LOGGING CATEGORISATION: Business service: GIO-CS-EUR-IaaS VM Unix Solaris Category: Application Subcategory: Availability and performance Resolution Notes: User was informed that the Service Desk is not able to unlock the UNIX account, user was instructed to wait and call back if necessary. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: Italian user calls because the view of CIC0 transaction in SAP CPA Chorus has changed to a wrong one User would like to restore the Italian version of the CIC0 Wrong view> Correct view> STEPS: Redirect user to the LCC. Contacts for Italy: Bruno Creston and Federico Pagano LOGGING CATEGORISATION: Business service: Chorus - Finance Category: ApplicationSubcategory: Service Question / Assistance Configuration item: SAP CHORUS - PROD Resolution Notes: User was directed to contact the LCC. TICKET TYPE: incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: There is no option to save as .xls. STEPS: Save the report as and html file. Then change the extension of the file to .xls. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Functional/Technical issue Configuration item: Hostname of user`s pc Resolution notes: Service desk will user to change the report file formal. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User reports that the network is totally down on their site. BEFORE YOU START: Before creating a major inc ticket FIRST CHECK: 1. Check if there is any other major incident for the same issue has already been created - follow steps in: GO to your Dashboard: Check Major incident Europe, Americas or APAC. 2. If there's already a major incident, open a child incident by the following steps in: KB0011910 3. Check if there is any maintenance/planned outage of the application impacted what has been communicated previously via email. If you did not find any duplicate ticket, create the major ticket following the process: KB0044309 - Major Incident Management It is also very important to always verify the site the user is reporting the issue from! End-users often don't have their location information updated in MMS!List of all sites for the Americas available HERE STEPS: Open an incident and collect the information below. Afterwards, assign the incident to GIO-NET-SUPPORT L1. Issue: Error Message:Affected connection: Intranet/Internet/Both Verified location is the same location in service now's user info: Yes/NoLocation if different from user information: NetworkSite name: All number of employees on site:Number of users affected: Switch IP Address if known: Time started: Site hours/availability: Alternate Contact and Number: Trouble shooting done:IACS file run : Yes/No (If No. Why?) (cf. attachment)Computers IP address: LOGGING CATEGORISATION: Business service: GIO-NET-Site Connectivity Category: Network Subcategory: No Internet / Intranet Access Assignment group: GIO-NET-SUPPORT L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-NET-SUPPORT L1
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User would like to delete a mobile device from Airwatch console (un-enroll) STEPS: There are two ways to unenrol the device: A: User can do it through the SSC self Service Portal. User guide here. B: Helpdesk can do it through the WorkSpace console. Details hereunder:*********************************************************************** * USING THE WORKSPACE ONE CONSOLE: 1. Login to the console: OPEN IN CC PC: https://console-workspace.apps.airliquide.com Username: Your admin account's username (you can check it in CARM) !!! CHECK IF YOUR ARE IN THE SAME VIEW AS USER'S DEVICE! Mixed Usage or Business Only !!!If not in the same view, you can change it by clicking on the arrow next to your name on the upper right and selecting the right Helpdesk view from the drop down: 2. Find device A) by SERIAL number: Devices / list view (on the device: Setting > about phone> serial number) B) by USER name: Accounts / list view / click on the number under "Devices" : then You will now see the Detail View of target device. (if you don't see the device here, maybe you have to switch between "mixed usage" and "business only".) 3. Click on More Actions , then Enterprise Wipe" (for business only usage: "Device Wipe") A warning appear : Please do not tick "Prevent Re-Enrollment"! 4.Scroll down until the bottom of the page and fill the "note description".E.g: User asked for unenrolment of the device. or Unenrollment for troubleshooting purpose with user's confirmation. 5. Enter YOUR security PIN (that you created when activated your adm account for the console.). 6. Delete the unenrolled device to prevent re-enrollment issues: More actions /Delete Device A warning appear : 7. Scroll down until the bottom of the page and fill the "note description".E.g: User asked for unenrolment of the device. or Unenrollment for troubleshooting purpose with user's confirmation. 8. Enter YOUR security PIN (that you created when activated your adm account for the console.) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Application Subcategory: Support / Assistance Resolution Notes: Removed the device from Intelligent HUB console. TICKET TYPE: incident ARTICLE TYPE: FCR TEAM: L1
airliquide, airwatch, alexandre, back, bonnaire, company, corp, device, employee, english, gives, hardware, how, hub, intelligent, kellner@eu, leaves, mdm, mobile, one, phone, re-enrollment, re-enrolment, shield, szintapinter, unenrol, unenroll, unenrollment, workspace, workspace one intelligent hub mdm airwatch mobile shield how to unenroll unenrol unenrollment employee leaves the company gives back phone re-enrolment re-enrollment
NaN
KB0034720
Gideons Europe - account issue
English
szintapinter.kellner@eu.corp.airliquide.
57
Pawel WANDAS
Uncategorized
Published
2025-07-30 5:52:49
5
GIO Service Desk
NaN
#########
NaN
EE Cylinder Tracking
NaN
NaN
NaN
30
2025-07-25 12:30:44
#########
NaN
BAP-COE-GID-L2
COUNTRY/REGION:TURKEY, ROMANIA, BULGARIA ENTITY:ALL SYMPTOMS: User is reporting an account issue for Gideons Europe. STEPS: Collect all the necessary information and dispatch an incident to GIO-EUS-SD-GIDEONS-L1.5. LOGGING CATEGORISATION: Business service: EE Cylinder Tracking Category: Application Subcategory: Account and Password Configuration item: GIDEONS - Europe - PROD Assignment group: GIO-EUS-SD-GIDEONS-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1,5
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User needs the link to login to Salesforce. STEPS: Salesforce link available to use SSO: https://airliquide-eu-im.my.salesforce.com or for healthcare: https://airliquide-eu-hc.my.salesforce.com If user experiencing a log in issue, please provide it to the user. Please do not forget to check if user using the supported browser for Salesforce - Microsoft Edge If the user still doesn't have access please clear cache and browsing history and ask him to try it again. LOGGING CATEGORISATION: Business service: Customer relationship Management Category: Application Subcategory: Support/Assistance Configuration item (choose according the system of user): SALESFORCE HOSPITAL EUROPE PROD SALESFORCE IM EUROPE PROD SALESFORCE INTEGRATION PLATFORM - PROD TICKET TYPE: incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:E&C ENTITY:Houston SYMPTOMS: Users wants to have some information about application or data (info about backups, development date, backlog, pending tickets) STEPS: Assign an incident ticket to BEC-TESS-L2 LOGGING CATEGORISATION: Business service: BEC - TESS Service Category: Application Subcategory: Service/Assistance Configuration item: TESS (Turbo) - PROD Assignment group (if not L1): BEC-TESS-L2 TICKET TYPE: incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The following article describes the process for guiding a user to CARM to reset the password for Google Kite. BEFORE YOU START: Instructions can be shared with the user: https://docs.google.com/document/d/1dSDYOe1ENDK2wC981WOFn0hscT5nmIuu2vp2kHlqw9M/edit Articles can be shared with user: CARM - End-User Guide - How to change my accounts passwords ?CARM - End-User Guide - I need a new password for CARM, Google Kite, SAP, Windows, Windows Admin For other Self Service Password Reset Tools, see CARM - Self Service Password Reset Tools (Global) Users must always be connected to the Air Liquide network (LAN, Wi-Fi or VPN) in order to perform a password reset STEPS: Resetting Password in CARM 1. Ask user to login to CARM with SSO (if it is the first login, user needs to write the CARM credential) 2. Ask user to click on "Change Passwords" 4. Select the accounts to modify the password Standard: Windows Kite and CARM altogether Note: For Windows password, the synchronisation can take up to 24 hours! 5. Type a new password and click on "Submit" 6. The synchronization takes maximum 10 minutes. Ask user to test the new password. If any issues with the password reset: Google Kite password can be reset through the Gast Bot by following Google Kite - Google password reset PLEASE NOTE!: Rule: Do not include weak words, meaning not include blacklisted words from the "Air Liquide world" Examples: Entities names (alehos), AL product (hydrogen), gas, Airliquide, simple combinaison (azerty, password, user name), etc. Here is the list of the blacklisted words : https://docs.google.com/spreadsheets/d/1trmE1KiSTfIbbNLIm35f1199QmyyiHccprOfmWD7tcg/edit#gid=0 LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Redirected user to CARM to synch a new password for their Windows/CARM/Google account. TICKET TYPE: request ARTICLE TYPE: FCR TEAM: L1
BTS - Intelligent Hub - How to remote any Business only Mobile device
English
szintapinter.kellner@eu.corp.airliquide.
121
Fabrice FORGEAIT
Uncategorized
Published
2025-07-30 6:16:38
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
51
2025-05-23 10:57:51
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: SD needs to remote control a BUSINESS ONLY DEVICE for troubleshooting purpose. you can remote every BUSINESS only enrolled device ( MAC, TABLET, PHONE ) POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred BEFORE YOU START: Make sure that the device is enrolled properly in business only Note : you can't remote a mixed usage device STEPS: 1. Select the user`s device on Workspace One console (PDAs are always under Business Only enrollment) 2. Open MORE ACTIONs menu and select REMOTE MANAGEMENT option 3. Wait until the system creates the request for connection (user will see a connection request and can accept or reject it) 4. Select "Share screen" (it gives you access to the user`s PDA) 5. Connection is established LOGGING CATEGORISATION:Business only mobile device Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Support/Assistance Configuration item: Workspace OnePDA OR PDA SAT Business service: GIO - EUS - UWP - Mobile Device Management Category: Devices Subcategory: Support/Assistance MAC: Business service: GIO - EUS - UWP - Mac OS Category: Devices Subcategory: Support/Assistance Configuration item: (if applicable) ARTICLE TYPE: Temp field to be used until drop down is created for Process TEAM: Temp field to be used until drop down is created for L1
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: User needs access to Talend application. STEPS: 1. Go to CARM 2. Click My Access 3. Request new access 4. Select "Software Factory" 5. Choose "GitLab profile" and select "Standard user" LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Access request In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Category: Application Subcategory: Access / Rights Configuration item: CARM IGI - PROD Resolution Notes: Redirected user to CARM to make the request. TICKET TYPE: request ARTICLE TYPE: FCR TEAM: L1
REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is getting a pop up message that indicates Microsoft Windows Firewall Alert! POSSIBLE CAUSES: Computer might be exposed to malware or virus BEFORE YOU START: Make sure to inform user that his/her computer might be in risk and do not click on the pop up message or call to the phone number indicated STEPS: 1.- Make a remote connection to user´s computer 2.- Open Windows File Explorer 3.- Go to C: drive 4.- Right click>Scan with cortex The Cortex XDR agent console opens and you can see the custom scan in progress and eventually the scan verdict for the file. 5.- Get a screenshot of the results of the scan. When a malicious file is detected during the custom scan, the event is reported to the Cortex XDR admin console directly and will be visible in the Alerts table as Detected (Scanned). However, it will not appear in the Cortex XDR agent. LOGGING CATEGORISATION: Business service: GIO - SEC - Modern End-Point Protection Category: Application Subcategory: functional/technical issue Resolution Notes: Cortex Scan completed TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
REGION:AMEI ENTITY:BIS AMEI SYMPTOMS: User is calling, because they have a simple request about SAGE. STEPS: WCA except for Nigeria and Ghana : - password management/ access management/ report extraction: incident ticket to onsite ( depending on the user's location ) LOGGING CATEGORISATION: Business service: For WCA : BAMEI-Cameroon-Local Business Applications BAMEI-Benin-Local Business Applications BAMEI-Burkina Faso-Local Business Applications BAMEI-Congo-Local business applications BAMEI-Togo-Local Business Applications BAMEI-Gabon-Local Business Applications BAMEI-Mali-Local Business Applications BAMEI-Senegal-Local Business Applications Configuration item: SAGE 100Cloud - WCA - ALBJ - PROD Category: Application Subcategory: Service/Assistance Assignment group (if not L1): Onsite (BAMEI-BENIN-L2 , BAMEI-BURKINAFASO-L2 ,BAMEI-CAMEROON-L2 ,BAMEI-CONGO-L2 ,BAMEI-IVORYCOAST-L2 ,BAMEI-GABON-L2 , BAMEI-MALI-L2 , BAMEI-SENEGAL-L2 ,BAMEI-TOGO-L2) TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user contacted us to report issues when closing HR cases and needs the issue to be investigated. BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. If the issue is being raised by any other user: User should be guided to open a request in MyHR/Workspace portal STEPS: Create an incident ticket and assign it to GIO-ITSM DXC Third Party Maintenance HR. LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request Category: Application Subcategory: Bug / Defect Configuration item: myHR Help-Request - PROD Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance HR TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EUROPE ENTITY:ALL SYMPTOMS: User has an issue with Stelio. BEFORE YOU START: STELIO is Client based application for tracking cylinders on customer site STEPS: In case of any issues with Stelio user has to call ATOS support 04 73 77 26 00 or send an email fr-si.support-stelio@atos.net opening hours of ATOS support: 9h - 12h30 / 14h - 18h See more details in Stelio support documentation on drive: Info: If you have trouble viewing this document please click here https://docs.google.com/document/d/14BCaoHeyH5dUPAJ5yfsgIsWbcFCr5y0o6hO4_TQKgHs/edit or see user manual of Stelio web application: https://docs.google.com/document/d/1C6zCDOk-7H9YqLFNBLEQMtgVStSd5iKdn39UsGFP5dw/edit LOGGING CATEGORIZATION: Business service: Cylinder Tracking Category: Application Subcategory: Service/Assistance Configuration item: STELIO - PROD or if interface between Stelio and servitrax: SERVITRAX EUROPE - PROD Assignment group: BEU-CYL-SUPPLY CHAIN SVX ARTICLE TYPE: FCR TEAM: L1
BTS - myHR / Workday - How to access via Pulse Homepage with Single Sign-On
English
szintapinter.kellner@eu.corp.airliquide.
234
Guillaume CHIROL
Uncategorized
Published
2025-09-29 14:53:02
5
GIO Service Desk
NaN
#########
3.00
BCF-MYHR-SUPPORT
NaN
NaN
NaN
100
2025-05-16 13:54:25
#########
NaN
GIO-PCI-ITSM-Global Tool Administrators-HR
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calls and needs assistance on how to access myHR / Workday via Pulse Homepage. STEPS: 1. Guide user to access Pulse homepage (pulse.airliquide.com) 2. Guide user to type myhr from the search bar on top right corner and click on the result under "App". 3. On myHR landing page, click Single-Sign On 4. If you are connected to the Air Liquide network (either in office or via Ivanti) you will be redirected to myHR, proceed to Step 5. Otherwise it will ask the user to authenticate by Okta as per KB0028505 5. Tick Remember this device and click Submit. 6. You are now logged-in to myHR! 6. You can find your organization ID and QR code to link to your mobile device. LOGGING CATEGORISATION: Business service: BCF-MYHR-SUPPORT Category: Application Subcategory: Service/Assistance Configuration item: myHR Help-Request - PROD Resolution Notes: User was guided to access myHR / Workday via Pulse homepage. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
access, airliquide, apac, bts, chirol, corp, desktop, english, guillaume, hardware, homepage, how, how to, kellner@eu, kite, laptop, myhr, pulse, pulse homepage, sign-on, single, single sign-on, szintapinter, via, workday
NaN
KB0014735
SAP CHORUS CPA - Account creation
English
szintapinter.kellner@eu.corp.airliquide.
57
Joelle NGONTCHA
Uncategorized
Published
2025-09-29 13:39:19
5
GIO Service Desk
NaN
#########
NaN
Chorus - Finance
NaN
NaN
NaN
58
2025-09-04 16:39:29
#########
NaN
HCDIT - SAP Chorus - L2
COUNTRY/REGION: EU ENTITY: BIS EUROPE SYMPTOMS: In case a user is calling regarding SAP CHORUS CPA account creation. STEPS: Chorus CPA is available in CARM, the user can request the account there. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: SAP CHORUS CPA access request In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Category: Application Subcategory: Access / Rights Configuration item: CARM IGI - PROD Resolution Notes: User was guided to open the request in CARM. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: When user tries to open a PDF scan of a contract in Salesforce, a new window appears with the OpenText logo, but nothing else. STEPS: Check if pop-up windows are enabled for salesforce.Go to Control Panel - JavaClick Security tabSet security level as low as possibleClick Edit Site ListAdd https://airliquide-eu-im.my.salesforce.com to the exception listClick add and OKOpen PDF once again, click "Yes" on the execute anyway windows and check the "Never ask again" option in the dialogue window. Follow: KB0011890 - [SITUATION SOLUTION]: JAVA - security / Open Text issue for further troubleshooting steps. 1. Check if pop-up windows are enabled for salesforce. 2. Go to Control Panel - Java 3. Click Security tab 4. Set security level as low as possible 5. Click Edit Site List 6. Add https://airliquide-eu-im.my.salesforce.com to the exception list 7. Click add and OK 8. Open PDF once again, click "Yes" on the execute anyway windows and check the "Never ask again" option in the dialogue window. LOGGING CATEGORIZATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Functional/Technical issue Configuration item: Hostname Resolution Notes: The user can open the file again from Salesforce. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
BTS - MyHR / Workday - New assignment rule for HR CASES
English
szintapinter.kellner@eu.corp.airliquide.
70
Goksu ISBIR
Uncategorized
Published
2025-09-29 14:53:05
5
GIO Service Desk
NaN
#########
NaN
GIO - PCI - myHR Help & Request
NaN
NaN
NaN
25
2025-05-16 14:09:47
#########
NaN
BCF-GHR-MYHR-GROUP-IT
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: IT/HR user contacted to request a new assignment rule for HR Cases. BEFORE YOU START: Make sure the issue is being raised by an IT/HR user. If the issue is being raised by any other user: User should be guided to open a request in MyHR/Workspace portal STEPS: Create an incident and assign it to GIO-ITSM DXC Third Party Maintenance HR. LOGGING CATEGORISATION: Business service: GIO - PCI - myHR Help & Request category: Application Subcategory: Access/Rights Configuration item: myHR Help-Request - PROD Assignment group (if not L1): GIO-ITSM DXC Third Party Maintenance HR TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has no access to their client's Citrix which is not managed by AirLiquide, they received credentials via email from the client. BEFORE YOU START: Doublecheck the Citrix link and if it's supported by us. STEPS: Redirect user to their client. LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Category: Application Subcategory: Account and Password Configuration item: OKTA - PROD TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1
COUNTRY/REGION:LATAM ENTITY:AL SYMPTOMS: Create user for the TOTVS platform STEPS: Follow the steps below to request access to the Totvs system through the Delta platform: Access the Delta Portal: Open the following link in your browser: https://delta.apps.airliquide.com/portalNavigate to the IT Space: In the side menu of the Delta platform, click on "Espaço IT". Totvs Login Verification: A screen will appear asking if you have a Totvs login. Click "Não". Select the Company: Select the company "01 - ALB". Fill in the Reference User: In the "Usuário de Referência" field, enter the name of someone who holds the same or a similar position to yours. Request Access: After filling in the reference user, click on "Solicitar Acesso". Wait for Approval: Your request will be pending approval from the internal controls team and your manager. You will be notified when access is approved. Note: It is not necessary to fill in the "Estabelecimento" field. LOGGING CATEGORISATION: Business service: BAM - Totvs ERP - LATAM Configuration item: Totvs ERP - Brazil - PROD Situation: Other request Assignment group : GIO-EUS-SD-BRAZIL-L1 Resolution Notes: User instructed on how to request access to the platform. TICKET TYPE: ADHOC ARTICLE TYPE: FCR TEAM: L1
access, access to the totvs, access totvs, airliquide, com, corp, create, create access, create totvs, create user in totvs, create user on totvs, english, giovanne@sa, thiago, totvs
NaN
KB0055337
Forcing TOTVS user logout
English
thiago.giovanne@sa.corp.airliquide.com
10
NaN
Uncategorized
Published
2025-04-08 19:13:57
3
GIO Service Desk
NaN
#########
NaN
BAM - Totvs ERP - LATAM
NaN
NaN
NaN
1
2025-04-08 19:12:41
#########
NaN
GIO-EUS-SD-BRAZIL-L1
COUNTRY/REGION:LATAM ENTITY:AL SYMPTOMS: Due to an occasional issue, a TOTVS user can have duplicate profiles established on separate servers. Consequently, the system may incorrectly indicate that the user is already logged in, as a connection on one server may have become unresponsive. In such cases, it is necessary to forcibly log off the user from the active databases. STEPS: To log off users in the new Citrix, it is necessary to access the following link: http://sa-br-xenctl01/Director/LogOn.aspx?s&cc=true Step 1: Use your administrator username and password to log in via the SA domain. Step 2: The initial screen will be displayed. In the upper corner, click on "Filters". A dropdown menu will appear, in which you must select "Sessions" and then click on "All Sessions", as shown in the image below. Step 3: On the next screen, all active Citrix sessions will be displayed, including the computers and servers on which users are accessing TOTVS. To log off a user, locate the desired name and click the selection box next to it. This will enable the "Session Control" options box. Click on it and select the "Logoff" option to end the user's session. LOGGING CATEGORISATION: Business service: BAM - Totvs ERP - LATAM Configuration item: Totvs ERP - Brazil - PROD Situation: Bug/Defect Assignment group: GIO-EUS-SD-BRAZIL-L1 Resolution Notes: After the sessions the user was connected to are ended, TOTVS works as expected. TICKET TYPE: INCIDENT ARTICLE TYPE: FCR TEAM: L1
airliquide, close, close totvs session, com, corp, end, end totvs session, english, forcing, giovanne@sa, log, log out of totvs, logout, out, session, sign, sign out of totvs, terminate, terminate totvs session, thiago, totvs
NaN
KB0027659
Okta - How can I test a connection to Okta?
English
thomas.kniebihler@eu.corp.airliquide.com
37
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 20:56:29
49
myITcorner
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
30
2022-06-29 17:57:56
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Okta - How can I test a connection to Okta? This article will guide you through testing the connection process to Okta. Step 1 From a browser, access the Okta Dashboard at https://login.airliquide.com. Step 2 Enter your professional email address and click Next. Step 3 Choose a security method to identify yourself. Depending on your login context, you might get asked to go through multiple authentication methods. For more information, please see When do I need to authenticate with Okta ? in the related articles. a. Enter a code (Okta Verify mobile): Go on your Okta Verify mobile app, and click the eye icon to see the 6-digit code. You might be prompted to identify with your biometrics. Then, enter the code in your browser and click Verify. b. Get a push notification (Okta Verify mobile): Access your mobile notifications and click “Yes, it’s me” on the Okta Verify notification. Alternatively, you can also click on the notification itself, which will lead you to the app, where you will also be able to confirm your connection request. You might be prompted to identify with your biometrics. c. Password: Enter your Windows password and click Verify. d. Windows Hello / Touch ID / Yubikey: Click Set up. You will be prompted to enter your 6-digit Windows Hello PIN. If you see the Okta Dashboard Home page, you have successfully logged in through Okta. Please comment if you don't find what you're looking for! If you don't have an answer, please contact the Service Desk.
Okta - How do I connect to an application through Okta?
English
thomas.kniebihler@eu.corp.airliquide.com
79
Guillaume CHIROL
OKTA / Mobile Enrollment
Published
2025-07-29 20:56:29
48
myITcorner
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
128
2022-06-29 17:43:06
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
Okta - How do I connect to an application through Okta? This article will guide you through connecting to the Air Liquide app via Okta. Prerequisites If this is your first time connecting through Okta, first check How do I connect to Okta for the first time? in a related article. step 1 On the Okta login page, enter your professional email address and click Next. step 2 Choose a secure method to identify you. Depending on your login context, you may be required to go through a variety of authentication methods. For more information, see When do I need to authenticate with Okta? in a related article. A. Enter the code (Okta Verify mobile): Open the Okta Verify mobile app and click the eye icon to view the 6-digit code. You may be prompted to identify your biometrics. Then, enter the code in your browser and click Validate. B. Get push notifications (Okta authenticated phone): Access your mobile notifications and click "Yes, it's me" on the Okta verification notification. Alternatively, you can click on the notification itself, which will lead you to the app, where you can also confirm your connection request. You may be prompted to identify your biometrics. d? Windows Hello/Touch ID/Yubikey?system You will be prompted to enter your 6-digit Windows Hello PIN d? Windows Hello/Touch ID/Yubikey?system You will be prompted to enter your 6-digit Windows Hello PIN After passing sufficient authentication methods based on your login context, you will be connected to the application. If you didn't find what you were looking for, please leave a comment! If you do not have an answer, please contact the Help Desk.
[wc] Aspen Hysys 10 closes unexpectly after 20 seconds
English
Thomas.Lanzendorf@eu.corp.airliquide.com
58
Thomas LANZENDORF
Uncategorized
Published
2025-07-29 1:10:57
10
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
49
2024-04-30 14:45:11
#########
INC1105878
GIO-EUS-SD-GLOBAL-SDA
2023-03-22 11:16:34 - Thomas LANZENDORF Additional comments Resolution notes:Issue is solved, vendor provided a patch.Vendor provided a fix for the issue, please follow the attached procedure:https://docs.google.com/document/d/1ZjYfP9RvfyEIHKuE1XI0cX6slXr0pYwKNyOKluiCW9s/edit 2023-02-03 14:57:37 - Thomas LANZENDORF Additional comments Up to now we have about 15 users affected in global E&C, can you please increase urgency and priority for this incident.List of users:https://docs.google.com/spreadsheets/d/1kRIdrLsywM0IunxUyQUb6z-Z0vdth3Ct2Ct402oJsFI/edit#gid=0 2023-02-03 12:17:24 - Thomas PRESSL-SC Additional comments under investigation 2023-02-02 12:48:26 - Andras BURANY-SC Additional comments Requested forThomas LANZENDORFCall back number+496958081726SourceSelf-serviceConfiguration itemAspen Engineering Suite - PRODBusiness ServiceBEC - Process ToolsUser Impact3 - One userUser Urgency3 - Low impact on work environmentDescriptionUsers from Delhi, Houston and Champigny reported that Hysys V10 stopped working, I can reproduce the problem in my machine. Only Hysys 10 is affected, Hysys V9 and Hysys V12 are not showing any issues, Hysys V10 is our main productive version of Hysys.The tool opens normal, after about 20 seconds the app closes without a warning or error message, I can see 2 error messages in the Event Viewer / Windows Logs / Application:-------------------------------------------------------------------------------------------------------Application: AspenHysys.exeFramework Version: v4.0.30319Description: The process was terminated due to an unhandled exception.Exception Info: System.AccessViolationException at MS.Internal.TextFormatting.UnsafeNativeMethods.LoCreateBreaks(IntPtr, Int32, IntPtr, IntPtr, IntPtr, MS.Internal.TextFormatting.LsBreaks ByRef, Int32 ByRef) at System.Windows.Media.TextFormatting.TextFormatterContext.CreateBreaks(Int32, IntPtr, IntPtr, IntPtr, MS.Internal.TextFormatting.LsBreaks ByRef, Int32 ByRef) at MS.Internal.TextFormatting.FullTextBreakpoint.CreateMultiple(System.Windows.Media.TextFormatting.TextParagraphCache, Int32, Int32, System.Windows.Media.TextFormatting.TextLineBreak, IntPtr, Int32 ByRef) at MS.Internal.PtsHost.TextParagraph.FormatLineVariants(MS.Internal.PtsHost.TextParaClient, System.Windows.Media.TextFormatting.TextParagraphCache, MS.Internal.PtsHost.OptimalTextSource, Int32, System.Windows.Media.TextFormatting.TextLineBreak, UInt32, Int32, Int32, Boolean, Boolean, Boolean, Boolean, Boolean, Boolean, IntPtr, Int32 ByRef) at MS.Internal.PtsHost.PtsHost.FormatLineVariants(IntPtr, IntPtr, Int32, IntPtr, UInt32, Int32, Int32, Int32, Int32, Int32, Int32, Int32, Int32, IntPtr, Int32, FSLINEVARIANT*, Int32 ByRef, Int32 ByRef) at MS.Internal.PtsHost.UnsafeNativeMethods.PTS.FsFormatSubtrackBottomless(IntPtr, IntPtr, Int32, IntPtr, Int32, UInt32, Int32, Int32, Int32, IntPtr, FSKCLEAR, Int32, FSFMTRBL ByRef, IntPtr ByRef, Int32 ByRef, FSBBOX ByRef, IntPtr ByRef, FSKCLEAR ByRef, Int32 ByRef, Int32 ByRef) at MS.Internal.PtsHost.ContainerParagraph.FormatParaBottomless(MS.Internal.PtsHost.ContainerParaClient, Int32, IntPtr, Int32, UInt32, Int32, Int32, Int32, MS.Internal.PtsHost.MarginCollapsingState, FSKCLEAR, Int32, FSFMTRBL ByRef, IntPtr ByRef, Int32 ByRef, FSBBOX ByRef, IntPtr ByRef, FSKCLEAR ByRef, Int32 ByRef, Int32 ByRef) at MS.Internal.PtsHost.PtsHost.SubtrackFormatParaBottomless(IntPtr, IntPtr, IntPtr, Int32, IntPtr, Int32, UInt32, Int32, Int32, Int32, IntPtr, FSKCLEAR, Int32, FSFMTRBL ByRef, IntPtr ByRef, Int32 ByRef, FSBBOX ByRef, IntPtr ByRef, FSKCLEAR ByRef, Int32 ByRef, Int32 ByRef) at MS.Internal.PtsHost.UnsafeNativeMethods.PTS.FsCreatePageBottomless(IntPtr, IntPtr, FSFMTRBL ByRef, IntPtr ByRef) at MS.Internal.PtsHost.PtsPage.CreateBottomlessPage() at MS.Internal.PtsHost.FlowDocumentPage.FormatBottomless(System.Windows.Size, System.Windows.Thickness) at MS.Internal.Documents.FlowDocumentFormatter.Format(System.Windows.Size) at MS.Internal.Documents.FlowDocumentView.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at MS.Internal.Helper.MeasureElementWithSingleChild(System.Windows.UIElement, System.Windows.Size) at System.Windows.Controls.ScrollContentPresenter.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Grid.MeasureCell(Int32, Boolean) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean, Boolean ByRef) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean) at System.Windows.Controls.Grid.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.ScrollViewer.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Border.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Grid.MeasureCell(Int32, Boolean) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean, Boolean ByRef) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean) at System.Windows.Controls.Grid.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Control.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Grid.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at MS.Internal.Helper.MeasureElementWithSingleChild(System.Windows.UIElement, System.Windows.Size) at System.Windows.Controls.ContentPresenter.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.TextBlock.MeasureChild(MS.Internal.Text.InlineObject) at MS.Internal.Text.InlineObject.Format(Double) at MS.Internal.TextFormatting.TextStore.FormatTextObject(System.Windows.Media.TextFormatting.TextEmbeddedObject, Int32, Int32, Int32) at MS.Internal.TextFormatting.LineServicesCallbacks.InlineFormat(IntPtr, MS.Internal.TextFormatting.Plsrun, Int32, Int32, Int32, MS.Internal.TextFormatting.ObjDim ByRef, Int32 ByRef, Int32 ByRef, MS.Internal.TextFormatting.LsBrkCond ByRef, MS.Internal.TextFormatting.LsBrkCond ByRef) at MS.Internal.TextFormatting.UnsafeNativeMethods.LoCreateLine(IntPtr, Int32, Int32, Int32, UInt32, IntPtr, MS.Internal.TextFormatting.LsLInfo ByRef, IntPtr ByRef, Int32 ByRef, MS.Internal.TextFormatting.LsLineWidths ByRef) at MS.Internal.TextFormatting.TextMetrics+FullTextLine.FormatLine(MS.Internal.TextFormatting.FullTextState, Int32, Int32, Int32, Int32, Int32, MS.Internal.TextFormatting.LineFlags, MS.Internal.TextFormatting.FormattedTextSymbols) at MS.Internal.TextFormatting.TextMetrics+FullTextLine..ctor(MS.Internal.TextFormatting.FormatSettings, Int32, Int32, Int32, MS.Internal.TextFormatting.LineFlags) at MS.Internal.TextFormatting.TextFormatterImp.FormatLineInternal(System.Windows.Media.TextFormatting.TextSource, Int32, Int32, Double, System.Windows.Media.TextFormatting.TextParagraphProperties, System.Windows.Media.TextFormatting.TextLineBreak, System.Windows.Media.TextFormatting.TextRunCache) at MS.Internal.TextFormatting.TextFormatterImp.FormatLine(System.Windows.Media.TextFormatting.TextSource, Int32, Double, System.Windows.Media.TextFormatting.TextParagraphProperties, System.Windows.Media.TextFormatting.TextLineBreak, System.Windows.Media.TextFormatting.TextRunCache) at MS.Internal.Text.Line.Format(Int32, Double, System.Windows.Media.TextFormatting.TextParagraphProperties, System.Windows.Media.TextFormatting.TextLineBreak, System.Windows.Media.TextFormatting.TextRunCache, Boolean) at System.Windows.Controls.TextBlock.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Control.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Border.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at MS.Internal.Helper.MeasureElementWithSingleChild(System.Windows.UIElement, System.Windows.Size) at System.Windows.Controls.ContentPresenter.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Border.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Control.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.VirtualizingStackPanel.MeasureChild(System.Windows.Controls.Primitives.IItemContainerGenerator ByRef, System.Windows.Controls.Primitives.IContainItemStorage ByRef, System.Windows.Controls.Primitives.IContainItemStorage ByRef, System.Object ByRef, Boolean ByRef, Double ByRef, Double ByRef, Boolean ByRef, Boolean ByRef, System.Collections.IList ByRef, System.Object ByRef, System.Collections.IList ByRef, Int32 ByRef, Boolean ByRef, Boolean ByRef, System.Windows.Size ByRef, System.Windows.Rect ByRef, System.Windows.Controls.VirtualizationCacheLength ByRef, System.Windows.Controls.VirtualizationCacheLengthUnit ByRef, Int64 ByRef, Boolean ByRef, Double ByRef, System.Windows.Size ByRef, System.Windows.Size ByRef, System.Windows.Size ByRef, System.Windows.Size ByRef, System.Windows.Size ByRef, System.Windows.Size ByRef, System.Windows.Size ByRef, System.Windows.Size ByRef, Boolean ByRef, Boolean, Boolean, Boolean, Boolean, Boolean, Boolean, Boolean ByRef, Boolean ByRef) at System.Windows.Controls.VirtualizingStackPanel.MeasureOverrideImpl(System.Windows.Size, System.Nullable`1 ByRef, System.Collections.Generic.List`1 ByRef, System.Nullable`1 ByRef, Boolean) at System.Windows.Controls.VirtualizingStackPanel.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at MS.Internal.Helper.MeasureElementWithSingleChild(System.Windows.UIElement, System.Windows.Size) at System.Windows.Controls.ItemsPresenter.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at MS.Internal.Helper.MeasureElementWithSingleChild(System.Windows.UIElement, System.Windows.Size) at System.Windows.Controls.ScrollContentPresenter.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Grid.MeasureCell(Int32, Boolean) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean, Boolean ByRef) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean) at System.Windows.Controls.Grid.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.ScrollViewer.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Border.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Control.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Grid.MeasureCell(Int32, Boolean) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean, Boolean ByRef) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean) at System.Windows.Controls.Grid.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at MS.Internal.Helper.MeasureElementWithSingleChild(System.Windows.UIElement, System.Windows.Size) at System.Windows.Controls.ContentPresenter.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Border.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Control.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Grid.MeasureCell(Int32, Boolean) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean, Boolean ByRef) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean) at System.Windows.Controls.Grid.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.StackPanel.StackMeasureHelper(System.Windows.Controls.IStackMeasure, System.Windows.Controls.IStackMeasureScrollData, System.Windows.Size) at System.Windows.Controls.StackPanel.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.WrapPanel.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.WrapPanel.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Border.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at MS.Internal.Helper.MeasureElementWithSingleChild(System.Windows.UIElement, System.Windows.Size) at System.Windows.Controls.ScrollContentPresenter.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Grid.MeasureCell(Int32, Boolean) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean, Boolean ByRef) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean) at System.Windows.Controls.Grid.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.ScrollViewer.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.Controls.Grid.MeasureCell(Int32, Boolean) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean, Boolean ByRef) at System.Windows.Controls.Grid.MeasureCellsGroup(Int32, System.Windows.Size, Boolean, Boolean) at System.Windows.Controls.Grid.MeasureOverride(System.Windows.Size) at System.Windows.FrameworkElement.MeasureCore(System.Windows.Size) at System.Windows.UIElement.Measure(System.Windows.Size) at System.Windows.ContextLayoutManager.UpdateLayout() at System.Windows.ContextLayoutManager.UpdateLayoutCallback(System.Object) at System.Windows.Media.MediaContext+InvokeOnRenderCallback.DoWork() at System.Windows.Media.MediaContext.FireInvokeOnRenderCallbacks() at System.Windows.Media.MediaContext.RenderMessageHandlerCore(System.Object) at System.Windows.Media.MediaContext.RenderMessageHandler(System.Object) at System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32) at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate) at System.Windows.Threading.DispatcherOperation.InvokeImpl() at System.Windows.Threading.DispatcherOperation.InvokeInSecurityContext(System.Object) at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean) at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean) at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object) at MS.Internal.CulturePreservingExecutionContext.Run(MS.Internal.CulturePreservingExecutionContext, System.Threading.ContextCallback, System.Object) at System.Windows.Threading.DispatcherOperation.Invoke() at System.Windows.Threading.Dispatcher.ProcessQueue() at System.Windows.Threading.Dispatcher.WndProcHook(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef) at MS.Win32.HwndWrapper.WndProc(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef) at MS.Win32.HwndSubclass.DispatcherCallbackOperation(System.Object) at System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32) at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate) at System.Windows.Threading.Dispatcher.LegacyInvokeImpl(System.Windows.Threading.DispatcherPriority, System.TimeSpan, System.Delegate, System.Object, Int32) at MS.Win32.HwndSubclass.SubclassWndProc(IntPtr, Int32, IntPtr, IntPtr) at MS.Win32.UnsafeNativeMethods.DispatchMessage(System.Windows.Interop.MSG ByRef) at System.Windows.Threading.Dispatcher.PushFrameImpl(System.Windows.Threading.DispatcherFrame) at System.Windows.Threading.Dispatcher.PushFrame(System.Windows.Threading.DispatcherFrame) at System.Windows.Application.RunDispatcher(System.Object) at System.Windows.Application.RunInternal(System.Windows.Window) at System.Windows.Application.Run(System.Windows.Window) at AspenHysys.App.Main()-------------------------------------------------------------------------------------------------------Faulting application name: AspenHysys.exe, version: 36.0.2.251, time stamp: 0x5c9a2856Faulting module name: PresentationNative_v0400.dll, version: 4.8.4590.0, time stamp: 0x635853e8Exception code: 0xc0000005Fault offset: 0x00051756Faulting process id: 0x4e14Faulting application start time: 0x01d936e6750eacd7Faulting application path: C:\Program Files (x86)\AspenTech\Aspen HYSYS V10.0\AspenHysys.exeFaulting module path: C:\Windows\Microsoft.NET\Framework\v4.0.30319\WPF\PresentationNative_v0400.dllReport Id: 23d79c12-6b88-42c8-9455-b1f01e8101e7Faulting package full name:Faulting package-relative application ID:-------------------------------------------------------------------------------------------------------Please do not forward this issue to the SNow AspenEngineering Suite group, it is not a tool or license issue...
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with Mobile Service This KB is NOT for physical issues with mobile devices STEPS: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - Mobile Service Category: Application Subcategory: Bug/defect Routing: BHC-VADE-MobileService TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
EE Customer & Distributor Data Management and Invoicing
NaN
NaN
NaN
32
2025-09-17 16:13:48
#########
NaN
BEU-CYL-CADEX-L2/L3
COUNTRY/REGION:EU ENTITY:BIS EUROPE SYMPTOMS: In Ialadin Oracle web page (http://ialadin-prod:8888/) user is getting java error by opening the page: POSSIBLE CAUSES: Java version outdated BEFORE YOU START: Before updating Java (as it implies financial consequences) please download and install Amazon Corretto: https://docs.aws.amazon.com/corretto/latest/corretto-21-ug/downloads-list.html In case the issue persists with Amazon Corretto, kindly follow with installing the latest version of Java. STEPS: 1. Install with admin rights the version 8u202 of Java (If the user is from Austria, please make sure that you install the 32bit version of Java. Can be found here: https://drive.google.com/drive/folders/1sgS-3aanZfE69140l7tM52wga5B3vzIg) 2. add in control panel > Java setup > Security > Exceptional Site list http://ialadin-prod:8888/ 3. In control panel > Java setup > Advanced set the following: LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: The user can open the page again without any JAVA error. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: Germany ENTITY: All (except Vitalaire - E&C - DE-AL GMS and DE-AL GMS GmbH) SYMPTOMS: In this request, requirements for the Plant Maintenance area must be listed in prose in the comment field. This is the case, for example, if an SAP personnel number has to be created for a new technician and assigned to a work center. STEPS: Provide this link to the user or Go to myitcorner then click “Order Something”. Under Categories click on “Applications” and then on the “CE Local IT” tile (Central Europe Local IT). Select "Mobile device support" in the drop down menu This link is not accessible for the ServiceDesk LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - My It Corner - Request Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Situation: How-To/Question [Ad Hoc Request] Resolution Notes: FCR TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
airliquide, ce, ce it, central, central europe local it, changes, com, corp, english, europe, germany, julia, local, local it, myitcorner, pm, pressl@eu, settings, sperling, thomas
NaN
KB0023599
Windows Account - out of office password reset
English
thomas.pressl@eu.corp.airliquide.com
2986
Maik GERHARDS
Windows - Storage / Performance
Published
2025-09-24 8:17:38
4
GIO Service Desk
NaN
#########
4.20
GIO - SEC - OKTA
NaN
NaN
NaN
2493
2025-09-24 8:12:24
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is out of office and not able to log in to his/her Windows session due to 'Username or password is incorrect' error. BEFORE YOU START: Okta password reset is possible even without AL network Ask user if he changed recently his windows password. If yes ask to try his previous password - restart the pc - Try previous and current password again.Make sure user types his password in the password field and not in the pin fieldfor this, user can click on "Sign-in options" and select the "key"-icon On L1 in Europe: Make sure that troubleshooting is done as per KB0011363 If user CAN NOT go to the Airliquide office, make sure the user is authenticated and then send your cattask containing the devices Hostname and users callback number to L1.5 who will proceed as per the following. On L1 in AME and APAC and L2 in EU: Make sure that troubleshooting is done as per KB0011363 Make sure to check the exact hostname of the user's PC, include the Hostname in the description, it is mandatory. Ask the user whether they have OKTA activated on their smartphone. STEPS: 1.Case: User can connect the PC to external network. OKTA is activated on their smartphone. Steps: 1) Check local administrator password in Active Directory or LAPS Console for the given PC based on the provided hostname (KB0014745). 2) Connect to the user's computer via VNC Cloud if possible. (KB0022243) 3) Log in to the local admin session of the PC. (If you are connected to the PC, then you can enter the credentials yourself, if you cannot connect to the PC, provide the credentials to the user.) Note1: if this is the first connection made with the admin session on the PC, then some questions regarding Windows Features will appear, say No/Dont use to all of them and continue. Note2: if the local admin password given by LAPS UI is not working, please try once with the default local admin password as well (in Keepass). 4. Connect PC to IVANTI (Pulse) Secure by generating an OKTA code on the user's smartphone. 5. Once Ivanti is connected, if youre not yet connected, connect to the users PC. 6. Change the users password in Active Directory and provide it to the user. Important: Make sure that the change password at first logon IS NOT SELECTED! 7. Open cmd as other user (if it cannot be opened as other user, open file location, and then in the folder, shift+right click on cmd again and you will have the option to open it as other user). When the authentication prompt appears, ask the user to type in their Windows credentials (firstname.lastname and the new password that you provided to the user.) 8. If Command prompt gives an error message, check network connection and check the password/username again with the user and test again. 9. If Command prompt opens, then the password has been successfully changed and the user correctly noted it down. You can proceed to lock the screen and ask the user to log in to their session. User can connect to Ivanti and change the password via CARM. 10. After the password reset, do the CMD test again (open it as other user, with the users new credentials), that should sync the new password. Alternatively, after the password reset, lock users screen, ask them to enter the new password, then ask them to stay connected to Ivanti without restarting the PC for at least 1 hour. 2. Case: User can connect the PC to external network. OKTA is not activated on their smartphone. 2a. Check with the user if they can install OKTA application on their smartphone, if yes, you can reset their 1 Time Pass via CARM and activate it, then proceed as per Case 1. 2b. User does not have the possibility to activate OKTA application on their smartphone. Solution1: You can use the general account with the shared credentials to generate an OKTA access code and connect the user to Ivanti, then proceed as per Case 1.Solution2: If the user has access to his emails on the phone you can send an activation link and guide him to activate OKTA on the phones browser. Solution3: If all else KO, you can activate the browser in the giolac session by resetting the users OKTA authenticator via the Okta Admin Dashboard, however that will block the current activated browsers in the users own session. 3. Case: User cannot connect to any network. Please troubleshoot the network issue. If KO, user will need to visit an Air Liquide office, remote password reset will not be possible without network connection.!!!BEFORE THE TICKET IS CLOSED, SEND SECURITY EMAIL REGARDING THE PASSWORD RESET!!! Other possible errors: We couldnt sign you in with the provided credentials because your domain is not available. When entering the local admin credentials, the username was not entirely or not correctly entered, check to make sure that \ is after the domain and not /. E&C specific note: Some users will not have a Lock option on their PC, therefore it is very important that you TEST the password before leaving the admin session with opening cmd as other user. If the PC only has Change user/Log out, when that is selected it will instantly drop the Ivanti connection, so in case the password is incorrect or didnt sync, it will continue to give error when user is trying to reconnect to their account. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password reset Request details: Phone number to provide the password: number confirmed by the userWhich password: Windows PasswordReason: OOO Password reset. In case of blank ESS Incident submitted for the user: Business service: GIO - SEC - OKTA Category: Application Subcategory: Account and Password Configuration item: OKTA - Prod Assignment Group: For EU: GIO-EUS-SD-EUROPE-L1.5 For AMEI: GIO-EUS-SD-AMEI-L1.5 For AME: GIO-EUS-SD-AME-L1 For APAC: GIO-EUS-SD-APAC-L1
COUNTRY/REGION: Germany ENTITY: All (except Vitalaire - E&C - DE-AL GMS and DE-AL GMS GmbH) SYMPTOMS: In this request, requirements for the purchasing area must be listed in prose in the comment field. This includes, for example, all inquiries regarding the transfer of requisitions from SAP to WISE. STEPS: Provide this link to the user or Go to myitcorner then click “Order Something”. Under Categories click on “Applications” and then on the “CE Local IT” tile (Central Europe Local IT). Select "Mobile device support" in the drop down menu This link is not accessible for the ServiceDesk LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - My It Corner - Request Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Situation: How-To/Question [Ad Hoc Request] Resolution Notes: FCR TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
airliquide, ce, ce it, central, central europe local it, changes, com, corp, english, europe, germany, julia, local, local it, myitcorner, pr, pressl@eu, settings, sperling, thomas
MAJOR INCIDENT REPORT Date : Document Owner : Audrey NDIA-SC | GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AME- Citrix Application Paragon not responding for Alejandro Quiben INC0547165 - February 4th, 2020 Timezone : EST Total outage duration : 1 Hour 41 Minutes Executive Summary Classification : One user not able to run the Paragon application On February 4th, 2020 at 18:50 One user Alejandro Quiben reported his Paragon application session was frozen and could not relaunch the application The symptoms of the incident were User was running the Paragon application and was locked out and could not continue processing. The root cause was that the user's session running on the Citrix server became unresponsive. The resolution of the incident consisted of resetting the user's session allowing him to continue his work. On February 4th, 2020 at 20:24 ET, the incident is resolved, leading to a service disruption of 1 Hour 41 Minutes A priori root cause The user's session running on the Citrix server became unresponsive. While in this state the user could not relaunch the application. Major steps leading to incident resolution1 February 4th, 2020 18:50 : Ticket created by the help desk with a low priority 18:51 : priority changed to high 18:59 : Ticket assigned to GIO-CS-AME-CITRIX-L2 19:01 : Help desk tried to reach Ashish Gugnani to verify the high priority 19:12 : HD - Ashish Gugnani replied to contact Mike Fecsko no reply 19:14 : HD - Ashish GUGNANI recommendation try to reach MOD (no response) or Michael FECSKO (Hangouts sent) 19:36 : HD - Julian Regy and Alejandro Quiben callback to get an status for this ticket 19:40: HD -Alejandro and Julian Call back on a three way and make contact to Anand Mandilward 19:48 : HD - we try to reach at his mobile phone number but there is no response 20:02 : HD - we try to reach Kirk Brown at his mobile phone number but there is no response 20:23 : Tim Boskovich from the Citrix team took over the ticket 20:24 : Tim Boskovich freed up the stuck session 20:24 : Ticket was marked as resolved External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041803. Version: V1.0 Date:02/04/2020 20:25 Author(s): Tim BOSKOVICH Service Manager validation2 Date:Feb 13th 2020 Approver(s):Christian MCCOMAS Service Director validation3 Date: Approver(s): Hub Director validation (opt) Date: Approver(s): 1To be written in chronological order 2Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document 3Insert your name and date in US format (e.g. Jul. 14th 2019) to approve this document
GL Segment Interface (Oracle to gideons) SQL JOB Process.
English
tohid.khan@as.corp.airliquide.com
15
Tohid KHAN-SC
Uncategorized
Published
2025-07-28 19:41:59
8
IT Knowledge
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BAM-APP-L2-ORACLE-R12-SOA
Job Details Name : ALJAPAN_OracleSegmentUpdate Schedule : Occurs every week on Sunday at 21:00:00 SGT No Of Steps : 1(Name: exec Gsp_OracleInterface_GetAndUpdateGLSegmentData) Step process : exec Gsp_OracleInterface_GetAndUpdateGLSegmentData Alerts : On job Failure, to email Ids: apac-gideons-support@airliquide.com Note: Different jobs are available as per countries and names will be the same as country names. In this Doc the job mentioned is from JAPAN. Job Process: Create temporary a table #ORACLE_GL_ACCOUNTS similar to dbo.ORACLE_GL_ACCOUNTS. Create a dynamic query to Fetch data From oracle link server and insert it in #ORACLE_GL_ACCOUNTS Check if insert in #ORACLE_GL_ACCOUNTS is successfully completed and if temp table have record, if have entries Delete existing data from main table dbo.ORACLE_GL_ACCOUNTS Insert the data from #ORACLE_GL_ACCOUNTS into the main table dbo.ORACLE_GL_ACCOUNTS (If the temp table has no entry or oracle data fetch process failed No change to main table and rollback.) Drop temp table #ORACLE_GL_ACCOUNTS Create temporary a table #ORA_LOCAL_GLOBALACCOUNT similar to dbo.ORA_LOCAL_GLOBALACCOUNT. Create a dynamic query to Fetch data From oracle link server and insert it in #ORA_LOCAL_GLOBALACCOUNT Check if insert in #ORA_LOCAL_GLOBALACCOUNT is successfully completed and if temp table have record, if have entries Delete existing data from main table dbo.ORA_LOCAL_GLOBALACCOUNT Insert the data from #ORA_LOCAL_GLOBALACCOUNT into the main table dbo.ORA_LOCAL_GLOBALACCOUNT (If the temp table has no entry or oracle data fetch process failed No change to main table and rollback.) Drop temp table #ORA_LOCAL_GLOBALACCOUNT
Business Service : BAP - HUB - GIDEONS Country Impacted : All APAC Issue: Before starting the MEC Process user needs to validate if there is any transaction for which the ATB update/ Transaction balance has some issue. Is to avoid any ATB Recon issue after the MEC Completion. To validate the transaction before MEC, one SmartList is created for users (i.e. Balance unpaid Invalid) available under GideonsWeb→ Reporting→ Smart List→ Anyview Menu. To get the list of transactions having Invalid balance unpaid. Select the Smartlist under Anyview and Click on View Records button available in action Items (No need to apply any filter values). Note : to Fetch the results for this smart list from the backend below sql query can be used. SELECT * FROM DBO.Gvw_Rpt_TranactionMatching_InvalidBalances This SmartList provides the below Details. TRAN_TYPE: Type of transaction which has a wrong balance unpaid value. Below are the descriptions for the short code provided. IN - Invoice CN - Credit Notes DN - Debit Notes RC - Receipts CJ - Credit Journals DJ - Debit Journals TRAN_NO: Transaction No (i.e. Invoice_No, Receipt_No, Journal_No)of transaction which has a wrong balance unpaid value. ACCOUNT_NO: Account No of customer For which Balance unpaid is wrong and which ATB Calculation is being impacted. TOTAL_INVOICE: Total value of Transaction. MATCHED_AMOUNT: Total Amount against which the transaction is matched with counter transactions. DIFF: The Difference amount compared with Matched value and transactions balance unpaid. ERROR_DESC: A common error message for wrong Balance_Unpaid value for mentioned transaction. Actions To be taken to clear the transactions from SmartList There are two actions to be performed based on Diff amount value.1. Execute balance Integrity Job: If the transaction Diff is Greater than 0 (Diff amount is in Positive figure) Then to clear the transactions from smart list an sql Job can be run. To run the Job Below steps can be followed. Go to GideonsWeb → Administration → Maintenance Menu. Select manage SQL Job tab Select Sql Job with a name like “CLEAR BALANCE UNPAID INVALID”. Kindly note that country wise jobs are different and have country initials as prefixes. Execute The Job By clicking the START button from the action Menu. Once the Job is completed a confirmation message will appear as mentioned in the above image. Recheck the Smartlist and if any transaction remains follow the steps accordingly. 2. Perform Transaction Un-Matching: If the transaction Diff is Less than 0 (Diff amount is in negative figure) Then to clear the transactions from smart list, Transaction must be unmatched with all the counter transactions or atleast the transaction with the matched amount greater than or equal to Diff amount. Based On Transaction Type Go To Respective Transaction Supervision Screens available under GideonsWeb → Finance menu. For Invoices, Credit Note and Debit Note refer to the Invoices menu. For Receipt refer to the Receipts menu. For Credit Journals and Debit Journals refer to the Journals Menu. Now On the respective Transaction screens search for the transaction which is having error, and Use the Unmatched Action available under the Action menu to perform unmatching. Kindly Note that on the screen default search filters will be applied which may need to be updated accordingly. For Invoices, Credit Notes, Debit Notes For Receipts For Credit Journals, Debit Journals Once all transactions are unmatched. Re-run the Smartlist to validate. Sometime After Unmatching the account transactions still appear in smartlist with Diff Greater than 0 (Positive Diff amount) In such scenario Action Item 1 can be followed.
The catalog item developer training will help you understand 1. Development cycle Creation of a change request. Creation of an update set. 2. Basic definition of how a catalog item is created Variables, variable sets. Availabilities (available for, not available for). Lookup rules (task lookup, assignment lookup). UI policy, UI policy action. 3. How to submit a change request in PROD environment, change request's process. For more information please refer to these documents: Item create guide - Step by step Change management process Change request process
We would be decommissioning this report on Forex data which was being used by a few from the Finance team. The report to be used now is part of SHIFT and can be found here. Users have been informed regarding the change and we have accommodated their requirements in the SHIFT Forex report. The date of decommission is 31/5/23. For any support on the SHIFT report, the incidents should be assigned to CoE SHIFT team.
Pre-requisites : 1.Go to SM12 and check the update failure information2.Check the related ST22 dumps. Resolution: 1.Check for the relevant SAP notes in service marketplace.2.Based on analysis send mail to the appropriate functional or technical team.
GIO-Cloud Services Knowledge Base | KB Article for handling Outbound/Inbound queues SMQ1/SMQ2
English
upamanyu.sinharoy@eu.corp.airliquide.com
4
NaN
Uncategorized
Published
2025-07-25 11:49:10
3
IT Knowledge
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GIO-CS-SD-SAP APPS-L2
Pre-requisites: Goto Tcode SMQ1 for Outbound RFC queues and SMQ2 for Inbound RFC queuesCheck the status of the QRFCs in the system.Then check QRFCs' status in error state. Example of the error: SYSFAIL Resolution: Check with Maintenance, FSM or guido.inderwiesche@airliquide.com based on the type of queue and the concerned team.As per confirmation from the Functional team - Delete the queue / Process the queue (Execute LUWs)
Step-by-step: Access the credit account when the password prompt appears
English
vaishnavi.sable@as.corp.airliquide.com
12
NaN
Uncategorized
Published
2025-08-20 0:59:08
6
myITcorner
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2025-08-18 7:09:58
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BAP-COE-GID-L2
Step 1: User creates an ABN account and clicks Save as Draft. Step 2: The authorized company contact receives an email containing the account password. Step 3: When the user tries to access the **ABN/ACN No *** field for a draft record, a password pop-up appears. Step 4: The authorized contact person enters the password to access the account again. Step 5: After entering the password, the account details appear on the screen, and the user can submit the application.
Step-by-step guide to create and submit the Contract & Pricing Register in BAR+ without errors.
English
vaishnavi.sable@as.corp.airliquide.com
28
NaN
Uncategorized
Published
2025-05-19 14:12:41
15
myITcorner
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2025-05-19 10:01:17
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BAP-COE-GID-L2
Purpose: This Knowledge Base article is intended to inform end users about common mistakes to avoid while creating the Contract & Pricing Register in Google Sheets, ensuring the contract & pricing gets submitted correctly without errors. Target Audience: Australian Business users. Steps: ? The system bot user has Editor access to the sheet. Keep the General access to AIR LIQUIDE.? The sheet 1 must contains a tab(worksheet) named as "Entries". Do not rename or delete this tab. ? Do not protect any cells or ranges in the sheet (especially in the Entries tab). . ? Avoid using labels like "confident", "intern", or any other tags while filling the register. These might confuse the system and cause an error.
access, airliquide, bar, bot, bot access, com, common, common mistakes, confident, confident label error, contract, contract not submitted, contract register, corp, create, drive, english, errors, failed, file, file upload issue, google, google drive, google sheet error, guide, intern, intern tag issue, label, mistakes, not, pricing, pricing register, protected, protected range, range, register, sable@as, sheet, spreadsheet, spreadsheet not updating, step-by-step, submission, submission failed, submit, submitted, tag, updating, upload, vaishnavi, without
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KB0043247
Provides detailed information on the types of IoT SIM Cards and their formats
English
valentin.sitaud@eu.corp.airliquide.com
98
Emmanuel DELORT
Uncategorized
Published
2025-07-28 20:10:26
12
IT Knowledge
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2023-12-14 11:00:31
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GIO-EUS-SD-EUROPE-L1
This information is related to Vodafone IoT SIM Cards. # SIM Types Standard Plastic SIM Description Features OTC per SIM M2M Standard Plastic is a standard commercial consumer SIM product. It is designed for standard environmental conditions and not designed to perform continuously at high temperatures. Data retention and endurance is specified for a normal temperature environment. Plug-in UICC or Mini-UICC or Nano form factor 48 KBytes of available operator memory Endurance: Minimum of 100.000 erase/write cycles at +25°C + at least 16 high update files with 500.000 erase/write cycles at +25°C Typical data retention of 10 years at +25°C Operating temperature range from -25°C to +85°C Standard Plastic SIM Free of charge Plastic eSIM Card N/A Robust SIM Description Features OTC per SIM M2M Robust SIM is especially designed for Machine-to-Machine (M2M) applications. This platform uses different microcontrollers which have been optimised and hardened for enhanced operation conditions. A dedicated and highly stressable memory area (HSM) is available to store frequently updated files. Plug-in UICC or Mini-UICC or Nano form factor 48 KBytes of available operator memory Highly Stressable Memory area (HSM) available for frequently updated files Endurance: Minimum of 500.000 erase/write cycles at +85°C for 48 KByte operator memory outside of HSM area Minimum of 2 million file updates for files inside the HSM area Data retention for minimum 10 years at +85°C Operating temperature range from -40°C to +105°C Standard Robust SIM Card See with GIO Robust eSIM Card See with GIO Industrial SIM Chip Specific option to be studied with GIO Description Features OTC per SIM M2M industrial chip is especially designed for Machine-to-Machine (M2M) applications. This platform uses different microcontrollers which have been optimised and hardened for enhanced operation conditions. A dedicated and highly stressable memory area (HSM) is available to store frequently updated files. M2M Industrial chip comes in a solderable MFF2 package. 8-pin MFF2 package 48 KBytes of available operator memory Highly Stressable Memory area (HSM) available for frequently updated files Minimum of 2 million file updates for files inside the Highly Stressable Memory area (HSM) Endurance: Minimum of 500.000 erase/write cycles at +85°C for 48 KByte operator memory outside of Highly Stressable Memory (HSM) area Data retention for minimum 10 years at +85°C Operating temperature range from -40°C to +105°C Standard SIM Chip 1.25 € eUICC* Industrial SIM Chip 3.00 € # Form Factor 2FF (Mini): 25mm x 15mm x 0.76mm 3FF (Micro): 15mm x 12mm x 0.76mm 4FF (Nano): 12.3mm × 8.8mm × 0.67mm
Problem with access to item in Service Catalog (MMS)
English
Valerie.RAMANANTSOA@eu.corp.airliquide.c
18
Valerie RAMANANTSOA
Uncategorized
Published
2025-07-28 20:50:40
6
IT Knowledge
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2023-08-08 11:42:56
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INC1215498
GIO-PCI-ITSM-Global Process Manager
Context: ordering an item from a Service Catalog in MMS see "Catalogs (IT for IT/End User)" Symptom: Error message such as Not Authorized The order guide resulted in no items being selected for order Reason: Access right for the orderd service catalog is not fulfilled, at least below 2 rules: User should have access to MMS ==> answer: at least have the group role 'MMS-ITUsers_ROLE' User should be member of a resolving group related to the Service provider (i.e. in this hierarchy) ==> answer: get same MMS resolving group than colleague doing the same action OR check with his/her IT stakeholder for the ordered topic. Note: asking user to be member of one of all groups in the 'user criteria' of the requested item is not helpful, especially giving the Service provider main group (ex BIS Europe given in INC1179383).
Demand management User Guide: BIS Europe specific elements
English
Valerie.RAMANANTSOA@eu.corp.airliquide.c
23
Valerie RAMANANTSOA
Uncategorized
Published
2025-08-11 14:39:11
4
IT Knowledge
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4.60
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2025-08-11 14:38:50
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BEU-APIX-Local process managers
Info: If you have trouble viewing this document please click here Specific Elements that you should know if you raise Demand on BIS Europe Services Specific Guide MMS Demand Management User guide is available in the knowledge article KB0011084For GIO services, memento is available in the knowledge article KB0011227 and detailed presentation in the knowledge article KB0011225.
airliquide, bis, corp, demand, effort, elements, english, europe, former, guide, how-to, hp-ppm, level, level of effort\n portfolio\n stakeholders \n mapping with former process (hp-ppm)\n how-to manage bis europe demand, manage, management, mapping, portfolio, process, ramanantsoa, ramanantsoa@eu, specific, stakeholders, valerie
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KB0011108
How to Choose the right Business service for my Application?
English
Valerie.RAMANANTSOA@eu.corp.airliquide.c
3
Valerie RAMANANTSOA
Uncategorized
Published
2025-07-28 19:59:27
18
IT Knowledge
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2016-05-31 23:27:36
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GIO-PCI-ITSM-Global Process Manager
Business service is one of ITSM pilars (IT Service management). It drives record ownership and service delivery quality follow-up. When asking for help ("Get Help" in myIT Corner): Choose 'Application' for the question "What is your issue about?" Search and select your application from the list shown via the lookup button to answer the new question "Please select the impacted application" Search and select the business service which suit your business use via the lookup button to answer the new question "Please select the impacted service" At intake creation (in MMS): Select the lookup button next to "Business service" Choose 'Meta' as field for lookup search next to 'Go To' Type your application in the field 'search' next to meta and click on enter Select the business service which suit your business use from the resulted list Reporting This MMS report list BIS Europe supported Business services and Applications delivered for it.
If you have a trouble viewing this document please click here Specific Elements that you should know if you raise Demand on BIS Europe Services
airliquide, application, bis, bis europe\n user guide\n it coordinator\n role\n screening \n demand\n how-to screen a demand\n what should i do to screen \n what should i do as it coordinator\n application expert\n project manager, coordinator, corp, demand, do, english, europe, expert, guide, how-to, manager, project, ramanantsoa, ramanantsoa@eu, role, screen, screening, should, software, valerie, what
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KB0011210
Change management User Guide: BIS EUROPE Specific elements
English
Valerie.RAMANANTSOA@eu.corp.airliquide.c
4
Valerie RAMANANTSOA
Uncategorized
Published
2025-08-11 14:37:56
4
IT Knowledge
NaN
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5.00
GIO - PCI - ITSMaaS
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2025-08-11 14:37:27
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BEU-APIX-Local process managers
Info: If you have trouble viewing this document please click here BIS EUROPE - Change process Specific guide.
Info: If you have trouble viewing this document please click here Demand management User guide Specific Guide If your demand is about BIS Europe services, some specific points are described in the knowledge article KB0011145 For GIO services, memento is available in the knowledge article KB0011227 and detailed presentation in the knowledge article KB0011225.
airliquide, corp, demand, demand management\n tips and tricks\n user guide, english, guide, management, ramanantsoa, ramanantsoa@eu, tips, tricks, valerie
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KB0020659
MIR INC0727129 - Airgas.com Web Servers Are Showing Offline (April 17th, 2021)
English
veerendra.bk@am.corp.airliquide.com
0
Amelie BOUCHER PIMPARE
Uncategorized
Published
2022-02-14 14:22:33
22
Major Incident Reports
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2021-04-17 15:48:12
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GIO-CS-AMER-UNIX-L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Airgas.com Web Servers Are Showing Offline INC0727129 - April 17th, 2021 Timezone : GMT Total outage duration : 1 Hour Executive Summary Classification : Major business apps outage On April 17th, 2021 at 12:37 GMT (8:37AM EST), Monitoring reported an incident, affecting Airgas.com website and impacting all Airgas.com users. The symptoms of the incident were Airgas.com website was not available. The a priori root cause was that the web servers were not able to access the content stored on network share. The resolution of the incident consisted in rebooting the web servers to restore service. On April 17th, 2021 at 13:48 GMT, the incident is resolved, leading to a service disruption of 1 Hour Major steps leading to incident resolution1 April 17th, 2021 8:37 AM INC reported 9:00 AM - Waiting for Airgas SAs to join 9:10 AM - Issue limited to between Web and HSS. Telnet test on NFS port (2049) between Pub and Web servers to ARGEBZPRDHSS01 are good. Between Pub and HSS is working. 9:13 AM - Received permission to reboot ARGEBZPRDWEB01. 9:15 AM - Public facing web page (airgas.com) is completely down 9:23 AM - ARGEBZPRDWEB01 has rebooted and is back online. DJ says it looks good. He has said to reboot ARGEBZPRDWEB02 and ARGEBZPRDWEB03. Manoj says he is seeing NFS error messages on ARGEBZPRDWEB01 at around 01:00 AM EST. 9:23 AM - Service restored for 1 web server, website is back online and application team confirms it is good. 9:29 AM - ARGEBZPRDWEB02 is back online and application team confirms it is good. 9:33 AM - ARGEBZPRDWEB03 is back online and application team confirms it is good. 9:36 AM - DJ says all is good now. 9:36 AM - Service restored for all 3 web servers 9:45 AM - Manoj has confirmed no NFS errors messages on anything except the three Web servers at 1:17 AM. The error NFS not responding ARGEBZPRDHSS01 and VMALQNASNPRD02. Initial root cause Planned application maintenance that ended prior to incident may have contributed to outage. Application layer /design lacking the A Network or Firewall issue may have occurred on Saturday, April 17 at around 1:17 AM EST when crossing LAN in Ashburn. Servers in both TCS and AWS show disconnects to mount separate NFS file systems in Ashburn from client to server at the time. CS infrastructure, servers, and services were online and available. Actions plan Follow-up on the possible cause for the network connectivity issue observed with N&T and Security External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042509.
Como asignar en gasflow un almacen "alternativo" a su distribuidor
English
victor.perez@eu.corp.airliquide.com
5
Jaime MARTIN LUENGO
Uncategorized
Published
2025-07-28 19:38:58
5
IT Knowledge
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2025-05-06 11:37:48
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ALZ-EU-GCS-Ext. Customers-L2
Como asignar en gasflow un almacen "alternativo" a su distribuidor NOTA IMPORTANTE: ESTE TIPO DE CAMBIOS SOLO PUEDEN SER REALIZADOS BAJO CASO EN SALESFORCE Y SOLICITADO POR ISRAEL GARDEL O MARIA JESUS MORLON: caso ejemplo: 00633165 Localizamos el almacén solicitado select * from CEPSADIS_GFW_ERP_INT_PROD.dbo.ERP_IN_LOCALIZACION where INTERLOCUTOR = '' Comprobamos el estado de sincronización: select * from CEPSADIS_GFW_ERP_INT_PROD.dbo.ERP_IN_SYNCHRONIZATION where BIZ_ID = order by UNIQUE_ID Si está en error (PROCESSING_STATUS = 2) y el error es "LocationService :: Parent Organization does not exist. NODO_SUP=" Solicitamos el código (INTERLOCUTOR) del distribuidor al que pertenece y lo asignamos al almacén afectado update CEPSADIS_GFW_ERP_INT_PROD.dbo.ERP_IN_LOCALIZACION set NODO_SUP = '' where INTERLOCUTOR = '' Comprobamos que se sincroniza correctamente (último registro con processing_sattus = 3) select * from CEPSADIS_GFW_ERP_INT_PROD.dbo.ERP_IN_SYNCHRONIZATION where BIZ_ID = order by UNIQUE_ID Comprobamos que en Gasflow el almacén ya está correctamente asignado al distribuidor select * from CEPSADIS_GFWCENTRAL_PROD.dbo.LOCATION where UID_LOCATION_TYPE = 13 and ROOT_ORGANIZATION_ID in (select UNIQUE_ID from CEPSADIS_GFWCENTRAL_PROD.dbo.ORGANIZATION where IDENTIFIER = ' ')
airliquide, almacen, alternativo, asignar, com, como, corp, distribuidor, en, english, gasflow, jaime, luengo, martin, n/a, perez@eu, su, un, victor
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KB0025531
MIR INC0898248 - Can't log in CARM platform (February 28th, 2022)
English
Vincent.CAO@eu.corp.airliquide.com
1
Zineb MELAIKIA-SC
Uncategorized
Published
2022-09-02 10:56:44
13
Major Incident Reports
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GIO - SEC - End-User Account Provisioning in CARM
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2022-02-28 12:07:38
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INC0898248
GIO-SEC-CARM-L4
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Can't log in CARM platform INC0898248 - February 28th, 2022 Timezone : GMT+2 Total outage duration : 10 Hours 50 Minutes Executive Summary Classification : Major business apps outage On February 28th, 2022 at 00:20 GMT+2, Several end users reported an incident, affecting all geographical zones and impacting all CARM users. Main symptoms of the incident: End users cannot log into CARM The root cause was due to insufficient size of logs files dedicated to reorganization of the database. As consequence, the reorganization of the database cannot be fully completed. The resolution of the incident consisted in : 1/ Dump logs files 2/ Double logs files size 3/ Launch the reorganization of database which fully ended 4/ Start CARM application 5/ Test connexion to CARM On February 28th, 2022 at 11:06 GMT+2, the incident is resolved, leading to a service disruption of 10 Hours 50 Minutes A priori root cause as known at incident resolution. Major steps leading to incident resolution1 February 28th, 2022 01:20 am: The incident is raised by APAC users. 06:25 am: The incident is taken in charge by the CARM L2 team. 09:00 am: The ticket is escalated to the CARM L3 team. 11:45 am: The incident is resolved and CARM was up and running Initial root cause 10:00 am: Root cause as known at incident resolution. Actions plan Monitor the evolution of the size of the log files dedicated to reorganization of the database after bulk operations and before the reorganization of the database - CARM team Launch of a complementary operation in addition to the reorganization of the database to guarantee optimal performance - CARM team External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043186.
CARM allows managing passwords such as the Windows, CARM, SAP, Kite and Windows Admin account passwords. Your Windows password can be changed either by CARM or directly on your PC. METHOD 1 : Use Carm to change your passwords (recommended when out of office) 1 - Connect to CARM 2 - Then from your home page click Change passwords menu. https://carm.apps.airliquide.com/ 3 - Select account of your choice then enter the new password twice, then submit for the modification. Standard We recommend you selecting both Windows, CARM and Google accounts in order to type a unique password for the three accounts. The new password will be applicable after around 15 minutes. For Windows password reset press "Ctrl+Alt+Delete" and lock your screen. High Privileges Windows adm account Applications SAP and other applications accounts CAUTION: Please remain connected to the network (AL network or Ivanti) for approximately 15 minutes following your request, to allow the synchronization processes to complete. For Windows password press "Ctrl+Alt+Delete" and lock your screen to test your new password. METHOD 2 : Use the password reset tool to change your windows passwords (only in the office) The Password Reset tool aims to allow End Users to reset their corporate Windows passwords in case of its loss without calling the helpdesk or field service. The Password Reset Tool use the security questions defined in CARM by each user. What do we need ? A connection to Air Liquide network is mandatory for its operation (AL Network or through Ivanti). Note: This Procedures works with Ivanti when you lock your Session not when you close it please tape + L in order to Lock you PC. To use this procedure please follow the steps described here.
account, accounts, adm, admin, air, airliquide, cao, cao@eu, carm, change, com, configure, corp, english, gmail, google, hardware, kite, learn, liquide, network, nt, password, passwords, pc, reset, sap, self, service, software, tool, update, update self service password reset tool for carm google kite gmail windows nt network account adm admin account sap air liquide account accounts password passwords, vincent, wifi, windows, your
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KB0014634
Learn to onboard an external user in CARM
English
Vincent.CAO@eu.corp.airliquide.com
1227
Vincent CAO
Uncategorized
Published
2025-07-29 20:38:32
27
myITcorner
NaN
#########
4.00
NaN
NaN
NaN
NaN
45
2024-07-31 18:10:25
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NaN
GIO-SEC-CARM-L2
Each department is responsible for its own external users who could have one of the following profile in CARM : subcontractor (-SC) business partner(-BP) robot process assistant (-PA) Every Air Liquide employee can register new external user in CARM. The request is automatically submitted for approval from the requestor’s CARM Approver or a list of approvers for -PA profil. After submitting your request to onboard a new external user, CARM will create automatically within 30 minutes below default access : a windows corporate account a google account and an email box MyITCorner access CARM access account Okta access As CARM approver, you will receive user's windows login and password - to be communicated to your external collaborator. Onboard a subcontractor (-SC) or a Business Partner (-BP) 1 - Connect into CARM https://carm.apps.airliquide.com/ 2 - On the homepage, under quick links, click on Onboarding. 3 - Then you have to follow 5 steps, click on Next to browse in between. Fill-in at least the mandatory fields marked with red star. Focus on step 3 : you have a disclaimer to be read then accept by selecting I agree. We also recommend to fill below fields : Title and Department. Choose the appropriate language 4 - When you reach step5, add a justification in order to help your CARM approver to get the accurate decision as she/he will validate your request, then click on Submit button to register your request 5 - You can follow-up the status of your request by clicking on My Requests at the top menu bar Notes : if this message « Existing Preferred UID proposed by the requestor… » displays under information column, it means that Either the person you are trying to create has an Homonym in the company Either this person already exists (Windows account and/or email) You will be contacted by CARM support team. 6 - Result of your request, some accounts will be created (e.g. corporate Windows account, a Kite account and an emailbox) and their login/password will be sent to the manager of the collaborator (expect around 30min for the completion of your request)
account, airliquide, business, business partner, cao, cao@eu, carm, com, corp, creation, english, external, guest, learn, new, onboard, onboarding, partner, vincent
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KB0035032
MIR INC1126987 - All the users in America zone can not access to IRIS (March 2nd, 2023)
How to reactivate your SAP account ? You may need to reactivate an inactive SAP account in case it has been locked for some reasons, such as repeated log-in attempts with invalid password or its expiration date is passed. 1 - Connect in CARM 2 - Click « My access » menu 3 - SAP account colored in blue means its status is active in CARM (if you just locked your sap account in sap, the status will be changed in carm after the daily synchronization between the two systems), in this case just change your sap account password, it will be reactivated. If your SAP account is colored in grey means its status is inactive in CARM and in SAP, you will be able to request its a reactivation/restore. 4 - To reactivate an inactive sap account (account greyed): Click on the three dots on the down right corner of the inactive account “...”, then click on Restore action The reactivation will become effective only after being validated by the beneficiary’s Approver.
How to modify your SAP account information ? 1 - Connect in CARM 2 - Click « My access » menu 3 - Click on appropriate sap account to edit it (here ALBIS BPA as an example). 4 - Modify information as per your convenience, then enter a justification and click on submit. 5 - If you extend the end date of your sap account, your manager will receive a validation notification. After approval your account will be updated accordingly.
How to extend my SAP account ? Click « My access » menu Click on appropriate sap account to edit it Select a date as per your convenience by clicking on End date field, then enter a justification and click on submit. You sap account extension becomes effective only after validation of your manager (CARM approver). You can also extend the validity date of your sap roles. Your sap account extension becomes effective only after validation of your manager (CARM approver).
How to create my SAP account ? Two cases need to be considered, depending on the integration of the SAP system in CARM for your entity. There are two integration options « light deployment package » or « full deployment package ». Option 1 - light deployment package: With this option, you can manage extension/password/deletion but you can not manage the creation of the account through CARM (you can use MyITCorner to request for the creation of SAP accounts Option 2 - full deployment package: You can operate all operation described for the light package and you can request to create your sap account in through CARM. Click « My access » Check your existing access to ensure that you do not have sap account yet. Click on the blue cross « + » or on the link "Request new access" or Enter sap to focus on sap systems then select desired sap system Complete the mandatory fields in the request form: - « Title » and «Company ». Click « Add a new job » to select the sap job(s) corresponding to your position. note : by default, the same date end date will be applied for SAP account and its roles too. Search sap jobs on the following screen by clicking « Search » button. The sap jobs will be listed. Select sap jobs you need, then close the search screen you will be redirect to sap request form and the selected job will be displayed. Click again on « Add a new job » and repeat the same steps until you have added all the required jobs. Enter a justification in order to help the approvers taking the right decision, then submit your request. A confirmation will be displayed. You will not be given access immediately; there will be two levels of approval: First approval from beneficiary’s CARM Approver Followed by jobs’ owners. A confirmation message will be sent to the requestor once request ends. User will receive an email with his/her sap credentials.
MIR INC0677911 - Splunk Alert - Near Critical Disk Usage Root Volume on ip-10-151-32-210.eu.corp.air
English
vincent.lam@eu.corp.airliquide.com
1
Jean LEROY
Windows - Storage / Performance
Published
2023-04-05 15:01:58
24
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2021-01-07 15:02:04
#########
NaN
GIO-CS-EUR-SPLUNK-L3
NaN
1ykcschi2c, 6j1cofgn5boc7wgqrd4kzj-ntpcmlpaca, air, airliquide, alert, attached, com, corp, critical, disk, docs, document, edit, english, eu, google, https, inc0677911, inc0677911 \n \n google docs link :\n https://docs.google.com/document/d/1ykcschi2c_6j1cofgn5boc7wgqrd4kzj-ntpcmlpaca/edit, ip-10-151-32-210, jean, lam@eu, leroy, link, mails, mir, near, not, not a p1 - see mails attached, p1, root, splunk, usage, vincent, volume
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KB0039791
Google - Recreate Chrome profile
English
violetta.veto@eu.corp.airliquide.com
712
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:59
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
213
2025-07-17 15:07:34
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: This KB can be used in the case of various Google issues. (Google apps not opening, Google Chrome crashing, etc). BEFORE YOU START: Before recreating the Chrome profile, please delete the cookies and caches (Ctrl+Shift+Delete, then delete cookies and other site data and cached images and files), restart the browser, and test if it works. If Chrome profile re-creation is required, please make sure, the sync is on as below: Or export the bookmarks in HTML file (recommended even if sync is on, as very rarely, but it might happen that the sync does not work). On your computer, open Chrome.At the top right, click More .Select Bookmarks Bookmark Manager.At the top, click More Export Bookmarks. Chrome exports your bookmarks as an HTML file STEPS: Close Google Chrome and go to Task Manager > Processes > verify Chrome.exe is not there anymore (if yes delete it)} and then go to C/: users> username> AppData> Local> Google> Chrome> Userdata and rename the 'default' folder as backup. Then cut it and put it up one level into Chrome (so that you will have two folders in Chrome, Userdata, and Backup). If there was no sync and you need to re-import the bookmarks from the HTLM file On your computer, open Chrome.At the top right, click More .Select Bookmarks Bookmark Manager.At the top right, click More Import Bookmarks.From the drop-down menu, select Bookmarks HTML file.Select Choose File.Click Import Done. LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Cloud Infrastructure Subcategory: Technical / Functional issue Resolution Notes: Service Desk will assist the user to create/rename chrome profile TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Chrome Browser - page not opening, error: your connection is not private
English
violetta.veto@eu.corp.airliquide.com
202
Maik GERHARDS
Uncategorized
Published
2025-07-30 6:11:54
6
GIO Service Desk
NaN
#########
5.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
128
2025-05-28 13:51:42
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Page is not opening, user gets error: "your connection is not private" / "Votre connexion n`est pas privée" STEPS: Ask user to click on advanced options (1.) then click on the continue (2.) - user should be able to access the page without problem. If no, consult with L2. If issue is not solved, assign it to L1.5. LOGGING CATEGORISATION: In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: Assisted the user to open the website. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
: your connection is not private, airliquide, browser, chrome, chrome browser, com, connection, corp, english, gerhards, gets, maik, not, opening, page, page not opening, private, user gets error: your connection is not private, veto@eu, violetta, wifi, your
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KB0040183
Q&A - Process - One2Team (R&D)
English
violetta.veto@eu.corp.airliquide.com
27
Ouerdia OUAZAR
Uncategorized
Published
2025-07-29 9:45:04
27
myITcorner
NaN
#########
NaN
NaN
NaN
NaN
NaN
9
2023-07-11 13:36:24
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NaN
BSE-SD Group
Q&A - Process - One2Team (R&D) Please see the below document: https://docs.google.com/spreadsheets/d/1LXIHz8G7nWwxxH1z7ixHL0CVsWlB2mEZfqxs6b430lQ/edit#gid=348460910 In case, you cannot open the document: What is your question about? Write down your question below Answer Deliverables Is it possible to delete a deliverable in case of an input error? No, it is not allowed to delete a deliverable. To remove a deliverable, you must ask admin. Deliverables Is it possible to create several deliverables for a WP? Gate deliverables are automatically generated. For Technical & scientific deliverables, it is recommended to create only one deliverable per WP.All special cases must be validated by the Program Directors Deliverables If a WP is common to several centers? How is it done? One deliverable per center? So we will create several deliverables per WP? Only one accountable could be identified. You can indicate all contributors. Deliverables Should we create a new deliverable for the new year? (when a project continues) No need, if the deliverable is not finalized and continue, just to update the dates of the deliverables and the status. One2Team How can we have harmonised names in the projects/WP between our different tools? (TMI/Compass/One2Team in particular) Please note that you can't modify the name of existing projects and WPs in O2T in order to maintain data consistency between One2Team and all the different financial tools of the different Campuses.The different tools are independent and changing a name in one cannot be reflected in all the other tools. PMO Process Is there any definition of what 10%, 20% etc. means? This corresponds to the overall progress of the objectives on the current year for your deliverable (check the detail signification with the Program Director) PMO Process Where can we find the Templates (business model canvas, PRI/PRA, project charter, project closure, state of art) for projects' deliverables ? You can find the templates on the R&D PMO intranet : Key project page or in O2T in the deliverables card at the bottom, there is the url link for the template. PMO Process How to validate a gate when different WP are not at the same level of maturity ? In the standard process, it is recommended to create a project with only one Stage & Gate for the whole project, taking over the work of all the WPs. in One2Team this Stage & Gate is brought to the level of the first WP.In some exceptional cases, you may need to create independent WPs in your project, which do not have the same timeline, steerco... In this case, you will need to follow the project governance for each WP, so one Stage & Gate per WP.Once again, this case is exceptional and it multiplies the administrative work. Always discuss with you Program Director if there is a doubt in your case, to validate how to work in your specific case. PMO Process Different from the key project, Gate 2 (design feasibility) is after exestuations for the the cluster project. then how to prepare the design feasibility report? what is the difference with the key project design feasibility report? Thanks. Cluster Projects have dedicated Stage & Gate process and dedicated deliverables. The process is simplified in 3 gates. with their required deliverables.You can find the templates deliverables dedicated to Cluster Project in the Cluster page or in the deliverable card in One2Team at the bottom.Please have a look to the comparative table in the PMO Training presentation PMO Process I understand (quite) clearly the needs and how the different steps.For new project, could you share the practical process to start it (is it first in One2Team, or else ?) before the gate 0? For a new project, the first step is to discuss with your Program Director or Scientific Director to be sure that your project is linked to the Business needs , R&D strategies and priorities. Then you have to prepare the justification part of the Project Charter, which has to be validated by the Program Director (Key) Scientific Director (Explo) or VP and Cluster (Cluster)As soon as the justification is validated, the Director create the new project in One2Team and assign a project manager and a project team. As soon as the project is created in One2Team, you can submit your Project Charter in the system and pass Gate 0. Resources/Budget Can I change my resources during the year? You can update the resource needs of the project in the Requeted. Please always discuss and validate these changes with your Program Director beforehand.The Requested will be reviewed during the RF2 to validate the new Targets.The actual allocated budget remains the Target (validated in October and reviewed for the RF2 in June). Resources/Budget Can I change the distribution of my resources between the WPs and Groups involved? You can modify the distribution of resources requested by WP and by Group in the Requested of the corresponding WP/Group. Resources/Budget I have a new WP or a new Group involved in my project without any existing imputation code. How can I have an imputation code available on it? You need to create a new request in One2Team in the WP for the Group involved. The PMO will validate the new request in O2T and all new requests are exported to Finance tool. the Finance team will create the expected codes. Resources/Budget My project is a new Cluster project. It was validated after the October arbitration. How can I follow its budget? The budget of a Cluster project is validated by the Zone VP according to the available Cluster budget envelope dedicated to the Cluster.The PMO creates the project with the validated budget in the Requested. The Target will be updated during the RF2 in June.The update of the Requested (requirements) of a cluster project must be validated by the Cluster and the Zone VP, then communicated to the PMO who will update One2Team accordingly.The update of the distribution by WP and Group can be done by the Project Manager only if the total resources requested remain the same. Resources/Budget Where can I find detailed BO report associated to my project ? BO Reports are managed by the Finance and extracted automatically by IT in AODocs libraries.Open AODocs, search the project code of your project.If you find a folder dedicated to you project, you will find inside BO Reports.If the AODocs librairy doesn't exist, you have to ask the creation to have then access to the BO reports.To ask the creation of a new librairy for your Project:Go to "My IT Corner" and enter "AODocs" in the serach field. Select "AODocs - Create a librairy" that appears.You will have to specify that it is a librairy dedicated to "R&D project". Access Rights I am a new Project Manager. How can I have access to One2Team ? and to my project ? You can request an access in the CARM application > My access > One2TeamPlease specify your Campus/Group and the project you will be assigned in your demand. When you are assigned in the tool as project manager, the project will appear in your "My projects" board. Deliverables How can I abandon a deliverable ? A deliverable can be abandoned if it is validated (SteerCo). To abandon your deliverable in One2Team :In the deliverable card, put the status at cancelled and ad your justification in the comment field. Resources/Budget I got access to an automatic and very detailed daily Record report in AODocs in which I can see every cost booked on the specific project.Do you know how one can generate such reports? How can I have access ? All R&D Financial reports are in PowerBI.Please ask access to PowerBI in Carm. Contact Finance team for all questions on Financial reports PMO Process How do I change the project manager for projects? In Compass, there can be several project managers, but only one is migrated and we need to pick the most appropriate one. You can open the project card and should be able to (as project manager) modify the name of the project manager. Other contributors can be added in the project team. It will enable them to read elements on this project. If the project manager indicated in One2Team is not the appropriate Project Manager, please ask to the PMO who can update that PMO Process Where do I need to enter documents URL and dates of S&G Open the dashboard "Project Managers - My Projects" and open your project.Open the WP where you want to update the Stage & Gate information.You will find in the WP card all the Gates available, then open the Gate to upate and complete missing information.In each Gate Card you can access the deliverables and in each deliverables you can attach your URL link in the Document section => "External Documents" PMO Process Pass a gate? Validation of gates? In the Gate Card, you need to open "Gate Crossing" panel, then in the validation part, you can change the status to validatedYou have access to all your pending validation in the home page in "My Validation" sectionYou can also track the progress of all gates and update gate data in the dashboard "Gate Review" Access Rights I cannot access the Organization section ("frozen"/grey background cell) of the resources to update it down to Pôle Level for the project for which I am WP coordinator. For the Project Manager of the same project, the Organization section is editable. Why can't I edit the Organization when I am WP Coordinator? through which dashboard do you go to open your WP?Some Dashboards are read-only so when you open objects in these dashboards you cannot edit.Try to open the "WP coordinator - Workpackages" dashboard, then you open the WP, then you go to Financials tab to edit the organization Other With the board "WP Coordinator 02. Deliverables", you can choose to display or not the column "Doc URL" (easy to update quickly the URL). With the board "Project Manager 03. Deliverables", this column is not available at all. Can it be added? The field "Doc URL" has been created to import existing URL from Compass.For new URL to add, we recommand to use the documents part in the deliverable card to attach the URL because by this way the link is clickable and you can direct click to open and have access to the document whereas the "Doc URL" is a text not clickable => must copy/past in other tab to open... Quarterly Report Do we need to submit quarterly reports on WPs that are not initiated yet and that are completed in a past quarter? I just wanted to clarify what the "active" WPs mean. QR must be done on WP on which you are currently working on. SO not for WP not started or already completed during past quarter. PMO Process How can I add another WBL to my project in its description? (at project level) There is only one WBL possible. Indicate the main one. If another director need to see, add him in other R&D stakeholder Quarterly Report Is it ok to have more than one Flash report this quarter? I created one for my Project's work package on 6/14 and one on 6/19. Is there a way for me to delete the one from 6/14?
Google Calendar - rooms are not displayed correctly
English
violetta.veto@eu.corp.airliquide.com
29
Harold OUSSET
Uncategorized
Published
2025-10-01 11:57:08
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
28
2025-10-01 11:51:54
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling that when he/she wants to create a new meeting only a few rooms are displayed as available although there are other rooms free at that time STEPS: If user is reporting Calendar room availability/visibility issue please obtain the following information: - Collect the details of the calendar rooms which was available but not listed in the Room Calendar section. - Collect the email addresses of the affected users - Ask if all the users are facing this issue - Try choosing the option "All Rooms" and let the resolver group know if the users are able to see the required calendar LOGGING CATEGORISATION: Business service: GIO - EUS - CWS - HardwareforMeeting Category: Application Subcategory: Bug / Defect Configuration item: Google Suite - PROD Assignment group: GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User called that they are unable to send emails Error Message: Attachment too large POSSIBLE CAUSES: User has pictures and/or videos attached in automatic signature STEPS: 1. Open Gmail 2. At the top right, click Settings > See all settings 3. Under General scroll to Signature and click the signature you want to edit 4. Remove any images and/or videos 5, At the bottom, click Save Changes LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Removed images and/or videos from automatic signature in Gmail. Afterwards user was able to send emails again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Google Colaboratory - Using Google Colaboratory and GCP APIs at Air Liquide
English
violetta.veto@eu.corp.airliquide.com
54
NaN
Uncategorized
Published
2025-07-03 15:55:51
3
GIO Service Desk
NaN
#########
5.00
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
8
2025-07-03 15:55:34
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is asking if it is possible to use Google Colaboratory (colab.research.google.com) and GCP APIs at Air Liquide. STEPS: While Google Colaboratory (colab.research.google.com) might be accessible, directly enabling and using Google APIs from the user's standard Air Liquide account isn't permitted. This is because the main CGP platform (GCP Production) isn't open for direct end-user development. Instead, the user needs to use the Test platform for any development that requires access to Google APIs. This platform operates under the test.airliquide.com domain. How the User Gets Started on the Test Platform Request a Google Developer Account: To gain access to Google APIs on the Test platform, the user will need to request a Google developer account specifically for this environment. The user can do this by filling out this form: Google Developer Account Request Form Join the Developer Community for Support: For any help or support during development, the user can join the "COP - Google DEVelopers" community: Google Developers Chat Space Moving to Production (GCP Production Platform) Once the user has developed and thoroughly tested their application on the Test environment, and if the user wishes to deploy it to the GCP Production platform, the user will need to contact the IT Manager: The IT Manager should raise an open demand through the Air Liquide internal processes. Here are some helpful resources for that: GIO Demand Management Process - BIS Presentation: This presentation outlines the process for making BIS (Business Information Services) requests: BIS Presentation Memento for BIS Requestor: This document provides a quick reference for those submitting BIS requests: Memento for BIS Requestor LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to MyITCorner/IT Manager. Resolution Notes: Information about Google Colaboratory has been provided to the end user. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.
air, airliquide, api, apis, colab, colaboratory, com, corp, english, gcp, google, google colab, google colaboratory, liquide, using, veto@eu, violetta
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KB0044843
Intelligent HUB - Prerequisites for Android enrollment
English
violetta.veto@eu.corp.airliquide.com
413
Fabrice FORGEAIT
OKTA / Mobile Enrollment
Published
2025-07-30 6:16:40
6
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
36
2025-05-13 11:44:27
#########
NaN
GIO-EUS-GOPS-WORKSPACEONE-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Internal process: Check if an Android device has all the prerequisites to be enrolled to Intelligent Hub. BEFORE YOU START: Do not attach this KB to the ticket. Android 11 is not supported anymore and user will not be able to enroll if using Android 11 STEPS: 1. Device MUST BE COMPATIBLE with Google Android Enterprise. Check this by searching for the model here: https://androidenterprisepartners.withgoogle.com/devices/#!/?device_type=phone If you are able to find the model in the list, this means it is compatible. If its not compatible and it is an AirLiquide device, user will need to request a new device in My IT Corner (ticket closed as informational)If it is a Personal device, advise user to ask his manager if the request for an AirLiquide device is necessary (ticket close as informational) 2. Mobile Device Access in CARM Verify in CARM and Airwatch that MIXED USAGE or BUSINESS ONLY is reflected in both 3. Smartphone must be Android 12 or higher If lower, user will need to request a new device in My IT Corner 4. Open the email you received from Intelligent Hub on your computer 5. Your Google Kite account and password ( [firstname].[lastname]@airliquide.com for example ) 6. a For non-Chromebook users:make sure Okta Verify is activated - Set up Okta Verify on mobile phone - KB0027817 - Activate Okta Verify on PC - KB0028488 7. Access to internet: cellular connectivity (4G, LTE, etc.) - DO NOT connect to wifi during enrollmentNo need to be on an Air Liquide site. 8. Block for new enrollment for Android 11 and lower. DONT USE ADD DEVICE to send the QR Code, ALWAYS USE RESEND MESSAGE This prevents us from blocking the account and other errors, by requesting for too many devices ARTICLE TYPE: Process TEAM: L1
By clicking on print icon in file preview Google Chrome reopens document with Adobe extension
English
violetta.veto@eu.corp.airliquide.com
90
Zilia BENDER-SC
Printing / Devices
Published
2025-10-02 16:28:47
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
17
2025-10-02 16:23:53
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: User cannot print document directly from Google Chrome preview, because when user clicks on print icon of docu preview the Chrome browser reopens the file in a new tab with Adobe extension, where user has to click on printing icon again to the actual printer setting window POSSIBLE CAUSES: The Adobe Acrobat extension in Google Chrome lets you work with Adobe Acrobat PDF tools on the web. If you enable the extension, the Acrobat PDF creation toolbar is added to the browser. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: 1. In Google Chrome click on the 3 dots (Settings) on the top right corner, next to the URL bar. 2. On the left side choose Extensions. 3. Disable the extension by clicking on the circle to turn it from Blue to Gray. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: PC Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: The windows taskbar is working properly again. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:South Africa ENTITY:BIS AMEI SYMPTOMS: User reports an issue with ONBASE. E.g.:-can not access,-need to remove employee, -system not working, -any issues BEFORE YOU START: This is a local application that is currently migrating to AWS . STEPS: Perform basic troubleshooting, crosschecks. ( reboot pc, check network access, 1 or more users issue, etc. If KO, assign incident to resolver team: L1.5- GIO-EUS-FS-SOUTHAFRICA-L2 LOGGING CATEGORISATION: Business service: BAMEI-South Africa-Local Business Applications Category: Application Subcategory: Support / Assistance Assignment group (if not L1): L1.5- GIO-EUS-FS-SOUTHAFRICA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
airliquide, any, can, can not log in, com, corp, english, issues, log, not, onbase, onbase problem, retha, smit, veto@eu, violetta
NaN
KB0027739
Place2Share - cannot sign in due to 5005LC error
English
violetta.veto@eu.corp.airliquide.com
237
Harold OUSSET
Uncategorized
Published
2025-07-30 10:11:07
6
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - PLACE2SHARE
NaN
NaN
NaN
131
2025-06-11 14:56:36
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User is unable to login to Place2Share due to error code 5005LC. BEFORE YOU START: Make sure the user is attempting to login by the SSO link. STEPS: Collect all the details of the issues.Create an incident and assign it to directly to GIO-EUS-GOPS-DWP-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - PLACE2SHARE Configuration item: PLACE2SHARE - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-GOPS-DWP-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L4
Google Drive - Sharing structure from MyDrive partially not visible for the user
English
violetta.veto@eu.corp.airliquide.com
53
NaN
Uncategorized
Published
2025-04-01 16:09:13
3
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
6
2025-04-01 16:09:07
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:GLOBAL ENTITY: All SYMPTOMS: After sharing a Google Drive folder with a user, some subfolders and files are not visible for the user after several days. CAUSE: The most probable reason for that is that while the user has permissions to see the folder, but not to see the missing folders/files inside. The reason behind that is that at some point the permissions to the folders the user doesn't see were restricted, and from this moment the permissions does not propagate on cascade when updating the settings in the root folder. Because explicit changes overrides propagated / inherited Acls updates BEFORE YOU START: Before routing the incident to the GIO-EUS-GOPS-DWP-L2 team, follow the steps below and please gather the troubleshooting information. Whole screen screenshots or screencasts with reproduction steps and errors are mandatory in all cases! STEPS: 1. Apply manually the permission from the files and subfolder: the owner, or a colleague with edit permissions on those folders need check the sharing settings and to make sure that they are shared with the affected user, or a group the user belongs to. Ref: https://support.google.com/drive/answer/2494822 Users can use advanced drive search to find only folders contained in the root folder affected and then using multiple selection change the sharing settings in bulk to several folders at once (avoid doing it with hundreds of folders at once to avoid errors and time outs). 2. To avoid further issues like this: It is recommended to manage the folders permissions using Google Groups and not adding/removing the users to the folders. Ref: https://support.google.com/a/answer/16710 Use Shared Drives or Aodocs app, instead of Folders in My Drive. Ref: https://docs.google.com/presentation/d/1i8Gq4LYKj1-sGOgh3uxvmFLxOW68f4vyy2gK-MB8ASI/edit?usp=sharing Use Folgo app to transfer items to shared drive Ref: https://docs.google.com/presentation/d/1nxCLgUie7_cQYDhdJTa6Nu4ywwgH31OPpIapzuLF-po/edit#slide=id.gd1bc34e38c_331_615 LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - Google - assistance Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Situation: Service Question / Assistance [Incident] Resolution Notes: Informed the user, how to apply manually the permissions. TICKET TYPE: INCIDENT ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:CANADA ENTITY:BIS AMERICAS SYMPTOMS: VitalAire apps and environments Issue with different VitalAire apps, environments, and servers Air Liquide VitalAire apps, environment, server issues and request BEFORE YOU START: Applicability: Air Liquide VitalAire users STEPS: The following Vitalaire applications are approved for installation and available in the network drive: \\srv-v-filesrv\Utilities 2012\CUW10\Install\CPAP Alice 5ApneaLinkStarDustCare Orchestrator EDiagnosticsEncore AnywhereEncore ProFisher-Paykel InfoSmartHDM - Z1 CPAPInsight / RemmersNoxturnalNVisionResmed ReScanRespironics - DirectViewScreening tools system oneSleepware G3Somnetics There are certain software like Respironics Data Card that can be pushed through Marimba Tool MARIMBA tool v. 4.0 - how to use (internal helpdesk) See below for individual instructions or specific articles Airview - Bis Americas - VitalAire - Airview Alfresco - Bis Americas - VitalAire - Alfresco EDiagnostics - Bis Americas - VitalAire - EDiagnostics Encore Anywhere Encore Anywhere - E-Card Installation - (Vitalaire-AME) LCM LCM - Request / Issue (AME) Moneris Moneris - Application issue or request Shared Drive Air Liquide Canada - Support Model (AME) Ring central RingCentral - Application Support (AME) Other Applications Support SomneticsLocation: \\srv-v-filesrv\Utilities 2012\CUW10\Install\CPAP - \SomneticsRun: SomneticsUtilityInstallWrapper OUS Revision H.exe Sleepware_G3Log into user's machine as administrator Location: \\srv-v-filesrv\Utilities 2012\CUW10\Install\CPAP -\Sleepware_G3\Sleepware_G3_ver-3-9-0_for_VitalAire_with_eDiagnostics Run: SleepwareG3Setup_3_9_0.exe Please note: We can install Sleepware G3 as per the current instructions, it is worth mentioning that database setup within the app is not IT's scope, user should be redirected to their manager or Philips Respironics to have it configured. LOGGING CATEGORISATION: Business Service: GIO - EUS - UWP - Windows OS Configuration item: PC name Category: Application Subcategory: Installation / Deployment Resolution Notes: Installed required application TICKET TYPE: Incident ARTICLE TYPE: Process TEAM: L1
aire, airliquide, ame, anshilevich, anywhere, app, application, applications, approve, approved, ca, canada, canvas, card, care, central, com, corp, data, day, dayforce, drive, encore, english, force, gutierrez@am, insight, installation, installations, lcm, max, model, moneris, network, orchestrator, philips, pre, preapproved, rc, remers, remmers, respironics, ring, ringcentral, shared, software, support, support va canada ca canvas dayforce encore anywhere lcm moneris day force app vitalaire software va application applications shared drive network drive installation installations preapproved pre approved approve ringcentral ring central rc respironics data card utilities philips respironics care orchestrator ame canada vitalaire vital aire remmers insight remmers remers remmers, utilities, va, vital, vitalaire, viviana, wifi
NaN
KB0013563
ResScan / ResMed - Install
English
viviana.gutierrez@am.corp.airliquide.com
712
Ingrid PROSZONICS-SC
Uncategorized
Published
2025-07-30 11:34:27
5
GIO Service Desk
NaN
#########
NaN
BHC - OPS - RMS Optitime
NaN
NaN
NaN
233
2025-04-17 18:07:28
#########
NaN
GIO-EUS-SD-GLOBAL-SDA
REGION:Global ENTITY:BIS HHC SYMPTOMS: User needs ResScan 6.0 / 7.0 ResMed to be installed. STEPS: STEPS: Install the latest version via Marimba: h_00084_resmed_resscan-7.0.1.67_ml_16Alternatively the version 6.0 or 6.1 available in drive : https://drive.google.com/file/d/1aontMoqtXlK8i8J8KiminFFUGEMiQc4-/view?usp=sharing Download the zip folderUnzip the folderLaunch install.exe Whenever offline, user must enter the domain name in the user name field : ALFGRIS\firstname.lastname They need to manually sign in with Windows password. More info can be found here: https://drive.google.com/file/d/1L5QwqZ_dqAgzkhMqMq4yLScUAprKXe0O/view?usp=sharing LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: ResScan installed on user's PC TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
airliquide, com, connection, corp, english, gutierrez@am, ingrid, install, issue, med, offline, printer, proszonics-sc, re, re scan, res, res med, rescan, resmed, resscan, resscan_5.8, scan, viviana, wifi
NaN
KB0050559
CUP 11 - Latitude 5430 - Blue Screen Of Death - DRIVER VERIFIER DMA VIOLOATION
English
viviana.gutierrez@am.corp.airliquide.com
562
Maik GERHARDS
Uncategorized
Published
2025-05-15 11:37:57
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
236
2025-05-01 14:13:43
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: On some units of the Latitude 5430 a BSOD appears after the upgrade to Windows 11 succeeded with the error message of DRIVER VERIFIER DMA VIOLOATION.https://learn.microsoft.com/en-us/windows/security/hardware-security/kernel-dma-protection-for-thunderbolt Measures are investigated to prevent further issues by disabling the Virtualization support under before the upgrade using a Marimba packageFurther steps are for L1.5/OSS - POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: No indication that the BIOS version is the causeNo indication that Drivers (provided with Windows 11) are the cause STEPS: For the time being the following elements helped to overcome the issue and make the machine boot again to Windows 11: Disable SECURE BOOT in the BIOSDisable Virtualization support in the BIOSDisconnect the docking station Following steps are for L1.5 / OSS to disable the virtualization support: Disable Hardware Virtualization on Dell systems.Power on your system.Press F2 when the Dell logo appears to enter BIOS setup.Go to the Virtualization settings. The path can vary based on your system model:Virtualization SupportAdmin Password to UnlockBIOS - DELL pw alPaSS2016qlPqSS2016Set Virtualization to Disabled.Set Virtualization for Direct-IO (or VT-d) to Disabled.Apply Changes.Exit.After system reboot the issue should be solved. In case there is a recovery mode error, restart again, and it should work.If KO at any step > Onsite. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Support / Assistance Assignment group: L1.5 > Onsite Field Service TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with apps that have no dedicated team from AL Steps: Assign the ticket to the BHC-VADE-IT. LOGGING CATEGORISATION: Business service: BHC - VADE - Internal IT Caregory: Application Subcategory: Bug / Defect Routing: BHC-VADE-IT TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
Connected Maintenance Date: 24/09/2024 Owner: Alizent International Department: Alizent Customer service This document is INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Connected Maintenance is a Remote access solution allowing telemetry experts to access securely all remote resources available from the Remote Telemetry Unit (Lexa) by sharing usb, ethernet, serial controllers and all linked subnetworks. The solution is based on Ubiquity, a software solution system developed by ASEM, a Rockwell entity. Totally compliant with IEC 62443 standards that address cybersecurity for operational technology in automation and control systems, this solution will enable working and acting on systems as PLC & HMI all around the world via a remote access, cancelling distances and eliminating travel expenses. The remote access system consists of a UBIQUITY Manager, a set of applets, a server infrastructure, an app for mobile phones and hardware components as needed, such as routers, interacting with each other through a secure network. To be noted : There are 2 instances of connected Maintenance internal (private) & external (SAS) Internal instance is dedicated to asset located at the client site but owned & maintained by Air LiquideExternal instance is dedicated to asset sold by Air Liquide LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: Connected Maintenance Assignment group (if not L1): ALZ-EU-GCS-Remote Assets-L2, ALZ-AP-GCS-Remote Assets-L2, ALZ-AME-GCS-Remote Assets-L2
COUNTRY/REGION:GLOBAL ENTITY:GIO SYMPTOMS: Application does not launch Printing Issues (Airgas Only) Driver Checkin (Airgas Only) Data issues: Missing delivery points / Vessels / Tractor, Reports Business workflow and rules, Reports execution, Infrastructure: Network / Slowness, Database Software Bugs, Limitations, Unhandled application error BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) ALTO is an application to plan bulk gaz deliveries. This application is used in AME, EU, AMEI & APAC. Before escalating a ticket, check the user hub. Access Request: (Both for PROD and INT) (Canada + US non-Airgas) AIRGAS users LATAM Cluster refer to KB0010081- Application Approval Management System (AMS) send email to amg.distribution.systems.team@airgas.com OR advise user to contact Airgas CHD (iSupport) Open an Adhoc on MMS and assign it to ALZ support group. EU AMEI APAC User submit a CARM request User submit a CARM request Available in 2024 Application install: For AME: http://alto.am.corp.airliquide.com/alto/ For EU: https://alto.eu.corp.airliquide.com/alto/ For AMEI: https://altoalz.eu.corp.airliquide.com/alto/ For APAC: https://alto.as.corp.airliquide.com/alto/ User can install, no admin rights required Third Party components: PeopleNet: Refer to PeopleNet KB Article (KB0011960) Alto Mobile: Refer to ALTO Mobile KB Article (KB0013552) Direct the user to his/her power business owner for: Troubleshooting directionDay to Day InterventionsApplication privileges For Canada and Mexico, when can not find an installation and/or a vessel in ALTO, or OAT (Oracle Assets Tracking), route the ticket to the (BAM-APP-L2-ORACLE-R12-Manufacturing) team In case of a Synchroteam related issue, please route the ticket to ALZ-AME-GCS-Remote Assets-L2 STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern; Who (1 user or several others or all of them)Where (one site or several or all)When (date/hour)What actions lead to the issue (name of the screens, buttons used when operating)Is there any known conditions/operations (i.e. ongoing works on network)?Full error message if displayedone or several clear full-screen pictures 3. If the intake is an INC, Assess the priority: (can they work anyway ? Is there a degraded mode/ known workaround at their end ?) 4. Assign the ticket to the hub support group: AME: ALZ-AME-GCS-Remote Asset L2 EU & AMEI: ALZ-EU-GCS-Remote Asset L2 APAC & China: ALZ-AP-GCS-Remote Asset L2 5.- Only in case of P1 incidents kindly inform to the appropriate support team by region: AME: +1-514-876-2855 +1 800 707 0135Option 4 SupportOption 1 for ALTO EUROPE, APAC & China: +33 1 57 98 52 67 LOGGING CATEGORISATION: Business service: ALZ - Remote Asset Configuration item: AME: ALTO AM - PROD EU: ALTO EUROPE AWS - PROD AMEI: ALTO AMEI - PROD APAC (Except China): ALTO APAC AWS - PROD China: ALTO China AWS - PROD Category: Application Subcategory: According to issue reported Assignment group (if not L1): AME: ALZ-AME-GCS-Remote Assets-L2 EU & AMEI: ALZ-EU-GCS-Remote Assets-L2 APAC: ALZ-AP-GCS-Remote Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L2
OPC_OE tags synchronization between ID3SER-PI001 & Tier 1.5
English
wendy.bignon@eu.corp.airliquide.com
13
Jeremy ARBONVILLE
Uncategorized
Published
2025-07-29 0:36:43
5
IT Knowledge
NaN
#########
NaN
NaN
NaN
NaN
NaN
4
2024-01-05 14:28:31
#########
ADHOC1012319
ALZ-AME-GCS-Production Assets-L2
OPC_OE tags synchronization between ID3SER-PI001 & Tier 1.5 Incident analysis Last Update: 12/12/2023 Owner: Alizent International Department: Alizent Global Customer service This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. SYMPTOMS: A customer is telling you that OPC_OE tags have been created both in ID3SER-PI001 & Tier 1.5 but the tags in Tier 1.5 are showing "Pt Created". BEFORE YOU START: You will need to be able to import & export tags from Excel via PI AF Builder or PI-SMT add-in STEPS: First, import the tag configuration on Excel from ID3SER-PI001 (in green, where it works) & from Tier 1.5 (EU-HA-PR-HIST, in blue, where you have "Pt Created"). Once imported, you will be able to compare the two configurations. You will notice that some configuration are either not in both servers or different. Here is the parameters that might be different but MUST be exactly the same in ID3SER-PI001 & Tier 1.5 : - ExDesc / instrumentTag / location3 If they are not the same or absent, copy ID3SER-PI001 tag settings listed above and paste it to Tier 1.5 tag. Export it to Tier 1.5 (EU-HA-PR-HIST), wait a few minutes and normally data will arrive. POSSIBLE CAUSES: APS has been poorly configured. LOGGING CATEGORISATION: Ticket template to be used: (if exists) Business service: ALZ - Production AssetConfiguration item: (if applicable) Situation: Assignment group (if not L1): ALZ-EU-GCS-Production Assets-L2
MIR INC0890463 - PI AF & PI Vision servers unreachable (February 14th, 2022)
English
wissem.djari@eu.corp.airliquide.com
16
Ghailen BEN OTHMAN-SC
Uncategorized
Published
2022-11-28 9:28:35
37
Major Incident Reports
NaN
#########
NaN
ALZ - WW - Production Asset
NaN
NaN
NaN
5
2022-02-15 10:18:08
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INC0890463
GIO-CS-EUR-ALZI-SYSTEM-L3
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report PI AF & PI Vision servers unreachable INC0890463 - February 14th, 2022 Timezone : GMT/CT/GMT+2/ Total outage duration : 11 Hours Executive Summary Classification : Major business apps outage On February 14th, 2022 at 08:04 AM Paris time, Alizent users reported an incident, affecting OT scope and impacting all infrastructure, all applicative servers were impacted. The symptom was a failure to join the Alidaho domain controller, which in return impacted the authentication on all Alidaho EAMEI : 13 applications. The root cause was due to the deployment of January’s 2022 Microsoft Security updates (KB5009624), causing an endless boot loop, specifically on the Active Directory domain controller servers (Win2012 R2). Microsoft has published known issues document for this patch pack, which went unnoticed by the GIO team. The following point has been highlighted during the whole incident : The automatic patching process was used rather than the manual process, which in return restrained the GIO teams from running the required post-patching tests before rebooting the servers. Impact analysis was impared and considerably delayed due to Alidaho’s Domain Controller not being properly defined as part of the Application Environment of the solution. Access to some servers was considerably delayed due to the Server Administration Account passwords not being available for the GIO team, due to the Alizent infrastructure migration to GIO (GlobalReach Project) Lack of communication between the Alizent, GIO and BIS teams, which delayed the triggering of Alizent’s Crisis Management Plan. This “new” perimeter was taken in charge in January 2022 by GIO teams. Therefore, a good but limited knowledge was in place, slowing the resolution. The resolution of the incident consisted in installing a fix provided by Microsoft. On February 14th, 2022 around 06:00 PM Paris time, the Alidaho domain was back online, and the incident was resolved. The service disruption persisted for 11 hours. Major steps leading to incident resolution February 14th, 2022 08:04 : Scada servers are unreachable, impacting all Alizent services. Major incident is created 10:00 : All servers unreachable due to the (KB5009624) in January's patch cycle causing continuous reboot of Domain Controllers 10:30 Conf call opened with attendance of all service lines (ADAS, PSS, CS) Issue with access to ESXi due to password unavailability. Attempt to reconfigure DNS in order to be able to connect to ALIDAHO infrastructure (Creation of the Alidaho.com DNS zone on CORP domain controllers in order to allow EsX servers to performs DNS queries, as a temporary workaround) 14:00 : CS team is able to connect to ALIDAHO infrastructure Impossible to uninstall the security update (KB5009624) Several unsuccessful patch uninstall methods tested 16:10 : fix found on Microsoft website and implemented by uploading (KB5010419) from the previous KB Difficulty in new KB implementation due to continuous reboot of servers (started in safe mode). 18:13 : Domain Controllers restarted and available Authentication confirmed back online on all Alidaho applications, incident solved Environment monitoring assigned to on call admin all night Initial root cause The root cause was due to the deployment of January’s 2022 Microsoft Security updates (KB5009624) causing an endless boot loop on the Active Directory domain controller servers. Microsoft has published known issues document for this patch pack, which went unnoticed by the GIO team. The automatic patching process was used rather than the manual process, which in return restrained the GIO teams from running the required post-patching tests before rebooting the servers. Actions plan CS (Answering Part C) - Renew all passwords on ESXi (ALZ infrastructure) - Done (Answering Part A) - Review the global patching planning -In Progress : under discussion with our provider, should be ready on September (Answering Part B) - Check Alidaho’s servers are correctly defined as part of the Application Environment in MMS - To Do (Answering Part D) - Improve crisis management coordination between Alizent & GIO - Done (Answering Part E) - Initiate a training session for the L2 Administrators in the GIO tools and process - Done Actions plan ADAS (Answering Part A) - Disable automatic patching on Domain Controllers for Alidaho - Done through CHG0144857 (Answering Part A) - Advise the ADAS team to check each Windows patching packs for Microsoft (Known issues) before proceeding and using the GIO manual patch process - Done (Answering Part A) - Include the two Domain Controllers in ADAS patching process - In Progress : It’s planning for the April patching Session (Answering Part A) - Manually patch the remaining Domain Controllers - In Progress (Answering Part A) - Implement monitoring on all 5 Domain Controllers - In Progress Actions plan Global Process (Answering Part D) - XxX - In Progress (Answering Part B) - CMDB Update - In Progress External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043144. Version: V1.1 Date: 2022--03--xx Author(s): Service Manager validation Date:2022--04--07 Approver(s): Service Director validation Date: Approver(s): Hub Director validation Date: Approver(s):
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: Enrolled Android mobile device, keeps sending corporate notifications. POSSIBLE CAUSES: If user enrolled his/her Android mobile device, and they want to turn on/off corporate notifications. BEFORE YOU START: Related KB(s): KB0014387: Intelligent HUB HOW TO? - Android device - Enrolment STEPS: Follow the steps below: Notifications settings -> Turn Off Work Mode -> Add Work Mode to Quick Access Menu LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: MDM Airwatch Situation: How-To/Question [Ad Hoc Request] Resolution Notes: Guide user to follow step above. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
Windows - Generic Account unable to access Google drive
English
xinying.cheng@as.corp.airliquide.com
13
NaN
Windows - Storage / Performance
Published
2025-09-15 3:15:05
4
GIO Service Desk
NaN
#########
NaN
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
1
2025-09-15 3:14:40
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Generic account unable to access google drive. POSSIBLE CAUSES: User requested for Google drive access while requesting generic account creation but unable to access. BEFORE YOU START: Check in the request if user selected Yes to use Drive. STEPS: 1. Capture the name of the generic Windows account. 2. Assign the ticket to GIO-SEC-CARM-L2 Example ticket: INC1668179 LOGGING CATEGORISATION: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access Assignment group (if not L1): GIO-SEC-CARM-L2 ARTICLE TYPE: Assignment TEAM: CARM L2
Vitalaire Japan users Windows Password Reset request/ Issue
English
xinying.cheng@as.corp.airliquide.com
19
NaN
Windows - Storage / Performance
Published
2025-09-29 12:51:56
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
4
2025-05-13 4:17:32
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:VAJ Japan ENTITY:BIS APAC SYMPTOMS: If Vitalaire Japan users request for windows password reset or inquiry about windows login issue. POSSIBLE CAUSES: Vitalaire Japan users (-bp) are now login to windows with their own domain. Username : .\name.surname If user do not know what's their username, ask user to check with Kato Hiroaki. BEFORE YOU START: For their own domain windows account, SD are not able to perform password reset for them. We can only reset password for Okta in AD. STEPS: Create request and assign to OSS (Masatake Ando is the one supporting for their windows password reset) LOGGING CATEGORIZATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password reset Request details: Phone number to provide the password: number confirmed by the userWhich password: WindowsReason: Provide the reason for the reset Insert all details and assign the request to OSS Japan. In case of blank ESS Incident submitted for the user: Business service: GIO - SEC - OKTA Category: Application Subcategory: Account and Password Configuration item: OKTA - Prod
Quest - JAG Analysis report blank, no data showing
English
xinying.cheng@as.corp.airliquide.com
7
NaN
Uncategorized
Published
2025-09-15 4:29:20
3
GIO Service Desk
NaN
#########
NaN
BAP - HUB - BLAC/OBC
NaN
NaN
NaN
1
2025-09-15 4:29:02
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:JAPAN ENTITY:BIS APAC SYMPTOMS: User printed once for the JAG Analysis report, when trying to print the second time, no data is showing. (blank page with date only) POSSIBLE CAUSES: If the schedule disappears from the dispatch tool (disappear the next day), the analysis report cannot be produced. STEPS: 1. https://docs.google.com/document/d/13nSzvWf2wxOHBUAfjPb51AOE9UgNcr7BuxihVZuT93s/edit?usp=sharing Follow above link from CHECK 3. For example, if you need it for today's operation, set the date to today and there will be no schedule, as shown below. - Right-click the vehicle to be used for the trip requiring the analysis report and create a trip.- Add the delivery destination for which the analysis report is required.(No crew assignment or OBC transmission required （??????OBC?????）) - Save. - Once export the report, right click to cancel the trip. If above failed or anything not clear, please check with Tsuji-san from Bulk team. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC/OBC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Support Resolution Notes: Guide user to create dummy stop in dispatch tool. ARTICLE TYPE: Incident TEAM: L1
airliquide, analysis, blac, blank, cheng@as, com, corp, data, english, jag, jag analysis report, no, quest, report, showing, xinying, ???
NaN
KB0021449
GIDEONS - The meaning of DO del_type
English
xinying.cheng@as.corp.airliquide.com
20
Julia RAMLAN-SC
Uncategorized
Published
2025-08-25 2:30:31
5
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
7
2025-08-25 2:30:20
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: The meaning of DO del_type BEFORE YOU START: Use this script 'SELECT DEL_TYPE, * FROM DO_HEADER STEPS: Please refer the following: DEL_TYPEDEL_DESC1Customer Pick-up2Standard Order9Suspect Cyl ExchangeAAdjustment DOBFOCCCDODCash & DeliveryEElect. Special GasPPipeline OrderSSpecial GasGExport Order LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Request for computer accessories (Keyboard, Docking, Cable Lock, Mouse, Webcam, Memory, Upgrade of Laptop/Desktop Hard Disk, Monitor & Others) Request for loan monitor or PC STEPS: Guide user to send a request using below form: [Request for a computer accessory (APAC)] https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=91fa0b564f13b600eaa6ab6ba110c776&sysparm_category=7bd437494fea5a003d9524fe0310c791 After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyIT Corner Assistance Request details: For which Topic: Finding a catalog item Explanation: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Devices Subcategory: Accessories Resolution Notes: MyIT corner assistance request submitted.
GIDEONS - Sideline DO Line Qty can not be greater than zero when products cyl_or_qty is C
English
xinying.cheng@as.corp.airliquide.com
57
Julia RAMLAN-SC
Uncategorized
Published
2025-08-25 2:31:45
5
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
34
2025-08-25 2:31:29
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User found DO has been sidelined with an error: Sideline DO Line Qty can not be greater than zero when products cyl_or_qty is C POSSIBLE CAUSES: The reason for this is because the following setup for 'Delivery Calculated By' is set to CYLINDER. BEFORE YOU START: 1) Use this script SELECT * FROM [dbo].[Gvw_Rpt_Order_SidelineOrderDetails] WHERE DOC_NO = 'XXXXX'. Refer the following steps if the sideline reason is DO Line Qty can not be greater than zero when products cyl_or_qty is C 2) Follow this KB0016936 - How to check and remove the sidelined DO from the application STEPS: 1) The resolution option is either to update this setting to QUANTITY or 2) The second option is to update the value in CSS Modify Delivery Order from QUANTITY column to ORDER column: LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-APP-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, can, cheng@as, com, corp, cyl, cylinder, do, english, gideons, greater, julia, line, line qty can not be greater than zero when products cyl_or_qty is c, not, product, products, qty, ramlan-sc, sideline, sideline do, than, when, xinying, zero
NaN
KB0022474
BAR+ - Team member name and/or title is wrong
English
xinying.cheng@as.corp.airliquide.com
32
Julia RAMLAN-SC
Uncategorized
Published
2025-08-29 3:32:59
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - BAR+
NaN
NaN
NaN
9
2025-08-29 3:23:36
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User found that the team member name and/or team member title is wrong POSSIBLE CAUSES: 1) Sales rep is not assigned to their own default rep ID in AL Security 2) Details in not updated in CMS BEFORE YOU START: Please make sure to include screenshot of error message, customer No., Product No., DO No. to the ticket before assigning to L1.5 STEPS: 1) Please run this query and input the rep name: SELECT * FROM USER_SALESREP A INNER JOIN SALES_REP B ON A.REP_ID = B.REP_ID WHERE REP_NAME LIKE '%XX%' SELECT DISTINCT USERID, EMAIL_ADDRESS, REP_ID, REP_NAME FROM USERS WHERE REP_NAME LIKE '%XX%' SELECT REP_ID, REP_NAME, TITLE, EMAIL_ADDRESS FROM DBO.SALES_REP WHERE REP_NAME LIKE '%XX%' 2) Please ensure the rep is assigned as default to their own rep ID in ALSecurity 3) Please update the details in CMS - Maintenance - Sales Rep List with correct information 4) Please allow 30 minutes to 1 hour time for the changes to be synced to BAR+ LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration item: Bar+ (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
airliquide, bar, bar+, cheng@as, cms, com, corp, english, gideons, julia, member, name, ramlan-sc, rep, representative, sales, sales rep, sales representative, team member name and title is wrong, title, wrong, xinying
NaN
KB0026367
Gideons - How to Cancel CN
English
xinying.cheng@as.corp.airliquide.com
25
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-29 3:05:03
4
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
9
2025-08-29 3:04:48
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Users requesting to cancel Credit Note Error when during Credit Note cancellation BEFORE YOU START: Check the CN status first using below query. If the Approval Status = N, able to cancel the CN from the UI. USE ALPHILIP select * from CREDITNOTE_WORKFLOW where application_id = '4242' select invoice_no, * from CREDITNOTE_APPLICATION_HEAD where application_id = '4242' STEPS: 1. Navigate to Approval > Approval Workflow 2. Go to "My Requests" tab. Select Approval Type - "Credit Note". 3. Enter the "Request No" and click Search. 4. Click on "Modify Credit Note" action, then "Cancel" checkbox will be enabled. LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: Sales representative/Sale Manager reported they cannot create Opportunity in BAR+ even after access has been provided to them POSSIBLE CAUSES: 1) Sales rep is not assigned to their own default rep ID in AL Security2) Access level is not Sales Rep/Sales Manager STEPS: 1) Please check at AL Security user access level must be Sales Rep/Sales Manager 2) To create opportunity, user must have a default rep ID assigned to user. Please ensure the default setting is applied: 3) Please allow 30 minutes to 1 hour time for the changes to be synced to BAR+ Note: To modify AL Security, user must submit a catalog request first. Please refer to KB0019046 (Manage Gideons Authorization Request). LOGGING CATEGORISATION: Business service: BAP - HUB - BAR+ Configuration Item: Bar+ (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: NEAPAC (Australia, New Zealand, Korea, Japan) ENTITY: BIS APAC SYMPTOMS: Application Whitelist Request (NEAPAC) - ANZ, Korea and Japan only STEPS: Application whitelist request for NEAPAC users If users request to whitelist an application / google extensions, please direct them to fill in below form and contact IT Pre-Sales Engineer (Saku KAWAMATA). https://docs.google.com/spreadsheets/d/12cbCvhwkxoluMPL1_iQfOn57Q4EuWYB7IXuyMPEbfe0/edit?usp=sharingRest of the countries will still be the respective cluster managers.Whitelist request LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager or related line In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Local Support - APAC Configuration item: Hostname Category: Application Subcategory: Support/ Assistance Resolution Notes: Guide user to contact IT Pre-Sales Engineer.
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: If user calls for google chrome add-in / extension install STEPS: If the app requested is not obtainable in the extensions (see below screenshot), request needs to be done in GIO services by IT manager. URL: GIO Services End-User Workplace Application and content distribution Allow an application - Digital Workplace and Mobile After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then cancel the ticket. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show Where to go Request details: For which Topic: IT manager or related lineExplanation/context: Guide user to contact IT manager to submit GIO request In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Guided to IT manager to request an access to an additional Google service.
Windows - How to set local folder as network sharing folder
English
xinying.cheng@as.corp.airliquide.com
6
NaN
Windows - Storage / Performance
Published
2025-09-29 12:51:56
4
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
1
2025-05-12 4:26:55
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User request to set local folder as network sharing folder. STEPS: Go to folder properties > Sharing and click Advanced Sharing and launch with administrator right and share the folder. Click on Share button to add members who need to access the folder. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Windows Device Subcategory: Operating System Resolution Notes: Assisted user to set folder as network sharing folder. ARTICLE TYPE: FCR TEAM: L1
Smartphone Question related Smartphone/ Feature Phone contract, Pocket Wifi
English
xinying.cheng@as.corp.airliquide.com
141
Muhdnursafwan SALEHUDIN-SC
Network / Connectivity
Published
2025-08-29 9:18:21
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Mobile Device Management
NaN
NaN
NaN
180
2025-08-29 9:15:01
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: JAPAN ENTITY: BIS APAC SYMPTOMS: User call and asking below questions: How to apply new phoneHow to fill in application form for smartphone / feature phone.Terms and conditions details for phone contractHow to increase data limitation for Pocket WifiSmartphone/ Feature Phone contract, Pocket Wifi is broken.Inquiry from VAJ users regarding IPAD issues. STEPS: For question 1), guide user to fill in application form using below link and submit it. https://docs.google.com/forms/d/e/1FAIpQLSfi7nDdekZjjh9Tumir4VeINjtQZmo3INrun8XT_KxPVwUpzw/viewform For question no 2) 3) and 4), please guide user to contact directly to person in charge. Person in charge is Waka OZAWA (waka.ozawa@airliquide.com) For question no 5), take relevant information from user such as details of the broken issue, phone details, delivery address, alternative contact no etc, guide user to contact Waka OZAWA (waka.ozawa@airliquide.com) for further support. 4. For question no.6), inquiry regarding to iPad / from VAJ users, it's not ALJ support scope, please advise below contact detail then close the ticket. ?akio.umezu@airliquide.com ?hiroaki.kato@airliquide.com *If user not able to connect to internet using mobile router, please check if the issue can be resolved by connecting to Ivanti first. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT manager/ related lineExplanation: Guidance to contact PIC In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One Category: Devices Subcategory: Support / Assistance Resolution Notes: Show where to go catalogue submitted TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Can't confirm trip: Source Quantity Exceeds Trailer Capacity POSSIBLE CAUSES: As per example above, user can see that the TOT_QTY_PT_ACTUAL exceeds the CAPACITY BEFORE YOU START: 1) Ensure the trip is not in Cancelled status. SELECT TRIP_STATUS_ID, * FROM BLAC.TRIP WHERE TRIP_STATUS_ID = '99' 2) Proceed to next step if trip is not in Cancelled status. STEPS: 1) User mentions cannot confirm trip with error prompt. 2) Check the trip stop error: SELECT T.TRIP_NO, T.TRIP_ID, ENTITY_TYPE, DO_ID, TRAILER_NO, TR.DEFAULT_PRIME_MOVER_NO, TR.CAPACITY, TS.TOT_QTY_PT_ACTUAL, TS.STOP_ERROR_STATE, TRIP_ERROR_STATE_DESCR FROM [BLAC].[TRIP_STOP] TS INNER JOIN [BLAC].[TRIP] T ON T.TRIP_ID = TS.TRIP_ID INNER JOIN TRAILER TR ON TR.TRAILER_ID = T.TRAILER_ID INNER JOIN [BLAC].[TRIP_ERROR_STATE] TE ON TE.TRIP_ERROR_STATE_ID = TS.STOP_ERROR_STATE WHERE T.TRIP_NO = 'XXXXXXX'\ 3) If trip error state ID = 2097152 (Source Quantity Exceeds Trailer Capacity), please advise user to adjust the trailer capacity accordingly before confirming the trip. LOGGING CATEGORISATION: Business service: BAP - HUB - BLAC Configuration item: Bulk Logistic Active Cycle (BLAC) - PROD Category: Application Subcategory: Bug / Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS User unable to select a Product whilst creating Order in Alnet Portal. POSSIBLE CAUSES: 1) Product is not available for customer location 2) Product is not enabled for the specific Agent 3) User has selected the wrong Customer whilst raising Order STEPS: 1) Check customer Location_ID SELECT * FROM [CP].[CUSTOMER] WHERE CUST_NO IN ('XXXXXXX') 2) Check if the product is available for the customer agent for the specific Location_ID SELECT * FROM [CP].[PRODUCT_AVAILABILITY] WHERE PROD_NO IN ('030181') AND LOCATION_ID = 'XX' 3) If product is Available, then ensure user is selecting the correct Child Customer in Alnet. 4) If product is not available for the specific Agent, Refer to KB0056354, user has to raise Data Update request, to add this product . LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration Item: GIDEONS (APAC) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 ARTICLE TYPE: Assignment TEAM: L1.5 Apps
Gideons/BLAC/GTS - AL Report Manager failed to load
English
xinying.cheng@as.corp.airliquide.com
160
Julia RAMLAN-SC
Uncategorized
Published
2025-09-29 14:33:41
5
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
43
2025-08-29 3:05:18
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User is unable to generate report in Gideons/BLAC/GTS If Japan users calling for below error, please follow step B. STEPS: STEP A 1. Download Crystal Report packages from the link below https://drive.google.com/drive/folders/1YFRn18NmnGmcGfXO_N-8UPPdMUCpKUjw 2. Install the packages. The installation must follow the sequences 1 to 5 STEP B: Replace below config file in C:\ASCApps\Japan\Live\GIDEONS https://drive.google.com/file/d/1pAidR58n8-heh5Op_opNTnkSsJJIMzW3/view?usp=drive_link *Please also inform users to use Gideons web since Gideons team are no longer supporting the old Gideons CSS application(refer to INC1678422). LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration Item: GIDEONS (APAC) - PROD Category: Application Subcategory: Bug/Defect Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1, L1.5 App
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: This article describes steps to perform in case an end-user would like to change the Drive Letter of an external hard drive in their File Explorer. POSSIBLE CAUSES: The user might be using a macro that is supposed to fetch data from the drive and the macro is written with a certain Drive Letter, in case it is not corresponding with the actual Drive Letter of the drive when it is plugged in to the PC, the macro would not work. STEPS:0. Make sure the drive is plugged in to the PC. 1. Open Computer Management from the Start Menu as administrator 2. Open 'Disk Management' in the left hand section of Computer Management 3. Right click on the drive you want to change and select the 'Change Drive Letter and paths' option 4. Click on 'Change', select a new drive letter from the dropdown list and then click on 'OK'. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows Assistance Request details: Windows Features In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Devices Subcategory: Support / Assistance Resolution Notes: Windows Assistance Catalogue submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user reports that their OKTA account is locked out. STEPS: 1. Go to the OKTA dashboard and search for the affected user. -Use the Admin Console search field. -Or go to Directory -> People -> search: first name, email, username 2. Click on Unlock Account icon. NOTE: If the user account is locked in AD it will be locked in OKTA as well. Please make sure that it's unlocked in OKTA as well if you do it from AD. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Password reset Request details: Which password: WindowsReason: Account locked In case of blank ESS Incident submitted for the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - Prod Category: Application Subcategory: Account and Password Resolution Notes: Password reset request raised.
Windows-Request to have unattended VNC or remote access
English
xinying.cheng@as.corp.airliquide.com
532
J'Rose MATUTINA-SC
Windows - Storage / Performance
Published
2025-08-25 3:50:51
5
GIO Service Desk
NaN
#########
3.00
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
148
2025-08-25 3:49:19
#########
NaN
GIO-EUS-GOPS-USER-DEVICES-L3
COUNTRY/REGION: GLOBAL ENTITY: GIO SYMPTOMS: Production Users: Requires remote access to certain devices (eg. Desktops or Laptops only) Note: For VMs, RDP can be used for such, do check this with your Local EUS L2 IT Engineers. STEPS: Create Incident 1st ticket, acquire all information & necessary approval as stated below: Get the details from the user, including the device hostname (that needs to be remoted) & IP Address, validate VNC Server application w/ latest version are installed (*Needs to be remoted), seek approval from the IPC for the Business Entity that the user belongs to. Once acquire, save it as PDF file and attach it to the ticket. Once details & approval are been provided, assign the ticket to GIO-EUS-GOPS-USER-DEVICES-L3 Create Incident 2nd ticket and can be facilitated & assigned the ticket either by SD or OSS Team: 1st step, remote to the device that requires to be remoted by the requester. Open compmgmt.msc as admin to add the requester AD account to this Security Group >> RealVNC Unattended Users If the group is not available, perform gpupdate /force (Elevated cmd prompt)2nd step, install the application of VNC Viewer to the requester computer.Once installed, do guide the users on how to use this and perform a testing to remote the computer that they require to. (VNC Viewer: eg, ALSG-XXXXX-D::4900) NOTE: This is not the process to take, if the requestor requires for any jump server access to all regions. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Device Subcategory: Operating System Assignment group (if not L1): GIO-EUS-GOPS-USER-DEVICES-L3 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L3
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User requesting for group web manager access. (form_manager, guest, editor, contributor, administrator) STEPS: 1.Guide user to request access via CARM > Group manager factory. 2.Choose relevant site and click on + icon, and tick relevant access. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation/context: Guide user to request access via CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access / Rights Resolution: Show where to go catalogue submitted.
access, airliquide, carm, carm access, cheng@as, com, corp, english, factory, form, form manager, group, group web, group web factory, group web manager, manager, request, web, xinying
NaN
KB0019893
Windows NT Inquiry on Windows Login ID
English
xinying.cheng@as.corp.airliquide.com
173
J'Rose MATUTINA-SC
Windows - Storage / Performance
Published
2025-09-12 1:42:57
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - UWP - Windows OS
NaN
NaN
NaN
140
2025-09-12 1:38:28
#########
NaN
GIO-EUS-SD-APAC-L1
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: User forgot their login ID, unable to login to their device STEPS: Check if the notification is enabled or not in SVX.PARAMETER table using the following 1) Advise the user to try to login with their firstname.lastname 2) If login fails, search for users details in CARM to verify their ID. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows Assistance Request details: Windows Features In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Account and Password Resolution notes: Windows Assistance catalogue submitted.
GIDEONS - How to Reset DO Print Flag in Gideons Web
English
xinying.cheng@as.corp.airliquide.com
15
Siti Noor WAHAB-SC
Printing / Devices
Published
2025-08-25 2:27:52
5
GIO Service Desk
NaN
#########
4.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
5
2025-08-25 2:27:36
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: How to Reset DO Print Flag in Gideons Web BEFORE YOU START: Use this script to check the DO status: SELECT ORD_STATUS, RECORD_STAT, * FROM DO_HEADER WHERE DOC_NO='XXXXXX' --- Ensure ORD_STATUS = 'D' & RECORD_STAT = 'NULL' STEPS: 1) Login to Gideons Web and navigate to Delivery Order >> Delivery Orders 2) Search for the DO Number 3) Select the DO 4) Click Reset Print Flag LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling to report that he/she faces the following error message in Cortex: "Advanced Endpoint Protection is Disabled" Services cannot be started and the user can't connect to Ivanti. BEFORE YOU START: Make sure that PC is connected to the Air Liquide network Make sure that all the Basic troubleshooting (e.g Ivanti Connection Issue) is already performed Note: if the user is at home and cannot connect to IVANTI due to CORTEX issue, you can install Symantec so you can establish VPN connection and remove it once again after Cortex is reinstalled Before perfoming the steps below, reboot user´s computer and validate if issue persists. STEPS: 1. Disable the antitampering for Cortex: Create an incident task asking for Cortex token and assign it to GIO-SEC-PSS-RUN-L2_L3notify the team in the chat about it and wait for the token to be shared.Connect to the user's machine and open CMD as administratorRedirect to the correct path using the following command: cd c:\Program Files\Palo Alto Networks\TrapsExecute cytool protect queryExecute: Cytool Protect Disable when it asks for the PW put the token provided by OCD ( you will not see the PW while typing it)if you face access denied take a screenshot and ask OCD team to provide another token 2. Uninstall cortex from control panel 3. Install the new version of cortex g_01497_paloalto_cortex-xdr-8.1.1.43337_en_48 or https://drive.google.com/drive/folders/13ZderiMJ0kvqLdXaR8329YkjkFIoyzzv 4. If cortex is still disabled after the installation make sure that the Cortex XDR service is running and enable the firewall settings: Note: if the user is at home, you can install Symantec so you can establish VPN connection and remove it once again after Cortex is reinstalled LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Business only Windows Configuration item: Hostname of user`s pc Category: Devices Subcategory: Security Assignment group: GIO-EUS-SD-EUROPE-L1.5 / GIO-EUS-SD-AMEI-L1.5 Resolution Notes: Updated Cortex on user's computer. Afterwards, the user was able to establish connection to Ivanti. TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
GIDEONS - BULK UPLOAD - User is not able to access and download template in Bulk Upload tool
English
xinying.cheng@as.corp.airliquide.com
49
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-29 3:44:18
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
14
2025-08-29 3:36:07
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: User is not able to access and download template in Bulk Upload tool POSSIBLE CAUSES: 1) User is not assigned to the download access.2) User does not use the template provided in BULKUPLOAD BEFORE YOU START: 1) Ensure user have the proper access to BULKUPLOAD. Kindly check the access in AL Security.2) Proceed to next step if access has been granted. STEPS: 1) User mentions cannot see any value on dropdown details after logging in as per screenshot below: 2) Provide user the access to download template as per below: 3) Advise user to refresh the browser after access is granted 4) Refer below GIF on how to download template. Please use ONLY the template provided and read the INSTRUCTION worksheet before proceed: LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
Loop - Request membership to additional sites You can request access to an additional sites in Loop that allows to : Book a deskBook a meeting roomOthers modules offered by the site Prerequisites (if needed) Have access to CARM Step 1 Login to CARM Step 2 Click on My Access Step 3 Click on Loop. If Loop does not appears, click on the + button. Step 4 Use the dropdown list menu to browse Loop sites, select a site then click on the + button. Click Submit. A notification has been sent to the Admin of the site to approve or reject the request. Please comment if you don't find what you're looking for! If you don't have an answer, please create a Ticket / Call the Service Desk / Start a Chat with myITassistant
COUNTRY/REGION: Global ENTITY: All SYMPTOMS: End-user would like to move folders to a Shared Drives. STEPS: Users can move folders to shared Drives as per https://support.google.com/drive/answer/13045066 but only the items owned by the user will be moved and as per companies privacy policies, users aren't allowed to move other users drive items to shared Drives.You can only move a folder to a shared drive if you're a manager of the shared drive and the owner of all the items. Please make sure you are the owner of the whole structure and not only of the section you see (you have rights to access) Shall the user insist to move the file or folders they don't own, please refer to Folgo for Google Drive After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: Google DriveContext: Assistance to Move File or Folders to a Shared Drives In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Informed user that they can move folders to Shared Drive only the items they own.
airliquide, bts, cheng@as, com, corp, drives, english, file, folders, folgo, hezhar, joyo, kaluny-sc, move, move file, move file in shared drives, move file or folders to a shared drives, move folders, move folders in shared drives, move shared drives, shared, shared drives, xinying
NaN
KB0021485
GIDEONS - DO print format is wrong
English
xinying.cheng@as.corp.airliquide.com
121
Julia RAMLAN-SC
Printing / Devices
Published
2025-08-29 3:45:32
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GIDEONS
NaN
NaN
NaN
52
2025-08-29 3:45:22
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: DO print format is incorrect POSSIBLE CAUSES: 1) Custom report format is not set accordingly 2) Wrong printer setting at Chrome STEPS: For Entities that have already set up the printer, for new users or new computers, if there is a problem with printing the DO format, please refer to the following operation self-check. 1. Set the default DO template a) Enter Gideons Web and open the menu on the left: Reporting >> Configure Custom Report b) Select the corresponding DO template in the drop-down menu, and keep it consistent with the template parameters of other colleagues in your entity. c) Click "Save" in the lower right corner 2. Set printing parameters. Before clicking "Print", please check the paper size and scaling in the print settings to keep them consistent with the print settings of our colleagues. (The general paper size name is "DO Order") 3. If the paper size cannot be found, set it in the printer according to the paper size. 4. Adjust the corresponding DO template LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS (APAC) - PROD Category: Application Subcategory: Printing issue Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Access to Bulk Upload Tool STEPS: 1) Select user's Country in AL Security and search for Groups by the name of BULKUPLOAD 2) Select the Group and ensure the function that user wanted is ticked. Example: User would like to upload template to create Parent Customer. 3) Assign user to the Group Note: To modify AL Security, user must submit a catalog request first. Please refer to KB0019046 (Manage Gideons Authorization Request). LOGGING CATEGORISATION: Business service: BAP - HUB GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5 Apps
COUNTRY/REGION: APAC, INDIA-AMEI ENTITY: BIS APAC SYMPTOMS: End user need access to Oracle STEPS: Use the following steps to request for Oracle new user account creation, for additional Oracle responsibilities or to end-date existing responsibilities. 1. Go to CARM. (https://carm.apps.airliquide.com/Carm/CarmInit.do) and click on Automatic Connexion. 2. Select List Access, among the list of options on the My Access tab, as highlighted below. 3. Look for the tab for Oracle Apac to check whether you already have an Oracle user account and view your existing assigned responsibilities. Go to step (5) if you are an existing Oracle user who is requesting for additional Oracle responsibilities. 4. For those who are not existing Oracle users and are requesting for new user account creation for the first time, select Request New Access and search for Oracle APAC in the list of applications and services. 5. The next few steps are for selection of the parameters for the Oracle Role. Click on the specific Country for which you are requesting responsibility. 6. Select the Standard-Responsibility or Special-Responsibility option. 7. Standard Responsibilities are applicable for Assets, Accounts Payable, Cash Management, Projects, General Ledger, Procurement, as these are common across all countries. Special Responsibilities are those which are unique to Singapore, such as all ALGEM SG responsibilities, inventory management responsibilities and several others. 8. After selecting the Country, Standard-Responsibility, Module and UserRole, requester will be prompted to select the Entity/entities. In the example below, the requester has selected ALIS-Cash Management-User responsibility for access approval. For cases whereby the requester has changed his/her role, and wishes to end-date the previously assigned responsibility, simply check-off those responsibilities which are to be end-dated, key in the reasons and click submit. 9. If the responsibility required is not found in standard responsibility, go to Special Responsibility and type in the keywords in Special-Responsibility field for the relevant list of entities to be displayed. For example: Typing in ALGEM will display all the relevant responsibilities related to ALGEM in Singapore. For Inventory Management, type in Inventory to display all relevant responsibilities for Inventory. Check the boxes for the specific responsibilities required for access. 10. Submit the access request with some justifications. Click on SUBMIT to confirm the access request. You will receive a popup message to show that the request has been submitted successfully. Click Close. 11. Go to My Requests to check for the status of the request submitted. 12. Approval of Oracle Access Requests: There are two levels of approvals in the approval workflow. The Level2 approver will only receive requests for those which have been first approved by Level1 approver: a. Immediate Supervisor - L1 Approver as setup in requester profile in CARM b. CFO or Designate L2 Approver for the country 13. L1 Approver or Immediate Supervisor receives the request for approval. He/she login to CARM and click on My Tasks to view the pending requests for his/her approval. Click on the record to open and view the access request details. 14. Details of the Oracle access request is displayed. Important for the approver to check for multiple access responsibilities by clicking on the Description Scrollbar. After validating the request, the approver fills up the box with approval or rejection comments and click either Approve or Reject button. 15. After the request has been approved by Level 1 approver, it will be routed to the designated Level 2 approver for the country Oracle access requests. Upon approval by both L1 and L2, the CARM request for Oracle access will then be processed by the system. 16. Once the user request is successfully processed, the Oracle application will send emails to both the user and the CARM team. Here is an example of how the email sent by the application to the user for his requested responsibilities looks like. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to CARM to modify CARM Roles. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM IGI - PROD Category: Application Subcategory: Access Resolution Notes: Show where to go request submitted.
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: Microphone is not working in an application. Others cannot hear the user during a conference call. BEFORE YOU START: Please check if the micro/sound are working on the pc and it is only Google Meet/Hangouts what is affected. KB0012802 Open chrome as different user (SHIFT+RIGHT CLICK run as other user) and go to https://www.onlinemictest.com/ to test the sound. Make sure that the default Microphone is the correct one in the Meeting Settings. STEPS: 0. Connect to the affected PC via VNC. Please go to Settings -> Privacy -> Microphone. Please check whether Allow apps to access your microphone and Allow desktop apps to access your microphone buttons are turned on. If no please turn them on, if yes please check the same buttons at the Camera section. 1. Advise user to open the Kite Homepgae (https://site.airliquide.com/kite/) 2. Ask user to open Hangout and test it in the hangout call settings check the microphone settings. If mic not found - it can not be recognized, check mic setting in windows If more mic found but with none user can be heard on the other end, check the mic settings in windows. If mic not found - it can not be recognized, check mic setting in windows Open Start menu and type "Change system sounds". Click on Recording and ask user to talk to the mic, you should see the sound level changing next to the mic If not seeing sound level, right click on mic > choose properties If the microphone is muted, unmute it by clicking the speaker icon with the red sign If Mic Boost is 0 dB, set higher (at least 10-15), if mic volume 0, set higher If mic volume still too low and setting in levels tab do not help, go in advance tab and uncheck "allow application to take exclusive control of this device" 3. Go to the settings of chrome browser -> Privacy and Security -> Site Settings -> under permissions please check whether camera and microphone have the necessary permissions. 4. Open the DELL website in Google Chrome and search for the computer with the Service Tag of the user's computer Dell website: http://www.dell.com/support/home/vg/en/vgbsdt1/Products/ 5. Click on "Drivers & Downloads" > "Find it myself" > "Audio" and "BIOS" 6. Download the 2 exe files (Audio Driver. exe and DELL BIOS exe files) on the user's computer 7. Run the exe files one by one as administrator 8. If Audio driver installation not working, can try on USB Audio DCH Driver upgrade. 9. Ask user to reboot the computer and test it 10.- As additional workaround, kindly offer to end user to recreate a their google profile and test again. Please Note: sometimes there might be more than one device set up as the default recording device, this generates conflicts with multiple apps because the system tries to use an invalid recording device. This can be fixed by: Right-click the speaker iconSoundsRecordingset up JUST ONE device as default by clicking the desired recording device and then "Set Default" and "OK". LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows AssistanceFor which topic: Assistance with peripheral devices/ accessories Resolution Notes for Cattask: After troubleshooting and reinstallation of Audio driver the microphone worked again. In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname of pc Category: Devices Subcategory: Operating System Resolution Notes: Windows Assistance catalogue raised. ARTICLE TYPE: FCR TEAM: L1
GIDEONS - User is not able to see the GTS menu in RC client/ web
English
xinying.cheng@as.corp.airliquide.com
167
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-29 3:10:28
4
GIO Service Desk
NaN
#########
NaN
BAP - HUB - GTS - RC
NaN
NaN
NaN
126
2025-08-29 3:10:01
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION: APAC ENTITY: BIS APAC SYMPTOMS: Use sees blank menu in GTS RC/Web POSSIBLE CAUSES: User has no default country setting in AL Security BEFORE YOU START: 1) Ensure that user has enough access to GTS Please refer the an error not assign location 2) Ensure that user has been assigned to inventory locations SELECT USERID,A.INVENTORY_LOCATION_ID,INVENTORY_LOCATION_CODE,* FROM [SVX].[USER_INVENTORY_LOCATION] A INNER JOIN [SVX].[INVENTORY_LOCATION] B ON A.INVENTORY_LOCATION_ID=B.INVENTORY_LOCATION_ID WHERE USERID like '%XXXX%' 3)Check the id syn to server select * from [AS-GIDPD-nea].[AL_SECURITY].[appsecurity].user_login where userid like '%XXX%' select * from [appsecurity].user_login where userid like '%XXX%' STEPS: Redirect user to my it corner to raise "need new devices (AMEI)". LOGGING CATEGORISATION: Business service: BAP - HUB - GTS Configuration item: GTS (Gideons Tracking Solutions) - PROD Category: Application Subcategory: Access / Rights Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: L1.5
able, airliquide, apac, cheng@as, client, com, corp, english, gideons, gts, gts - user is not able to see gts menu in rc client/ web (apac), menu, noor, not, rc, siti, wahab-sc, web, xinying
NaN
KB0021433
GIDEONS - What is the meaning of invoice record_stat
English
xinying.cheng@as.corp.airliquide.com
28
Siti Noor WAHAB-SC
Uncategorized
Published
2025-08-25 2:27:22
5
GIO Service Desk
NaN
#########
5.00
BAP - HUB - GIDEONS
NaN
NaN
NaN
5
2025-08-25 2:27:09
#########
NaN
GIO-EUS-SD-APAC-L1.5
COUNTRY/REGION:APAC ENTITY:BIS APAC SYMPTOMS: What is the meaning of invoice record_stat BEFORE YOU START: Use this script 'SELECT RECORD_STATUS, * FROM INVOICE_HEAD_AUDIT WHERE INVOICE_NO = 'XXXXXX' STEPS: Please refer the following stages: UReady for matching (Considered for ATB and Reports)TMatching In progress (Considered for ATB and Reports)ZWaiting for Approvel (Not Considered for ATB and Reports)OtherFailed During Invoice Process LOGGING CATEGORISATION: Business service: BAP - HUB - GIDEONS Configuration item: GIDEONS - PROD Category: Application Subcategory: Support / Assistance Assignment group (if not L1): GIO-EUS-SD-APAC-L1.5 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: GIO-EUS-SD-APAC-L1.5
MIR INC0549867 - AM-US-DC01 Down (February 12th, 2020)
English
yannick.petit@eu.corp.airliquide.com
9
Michael FECSKO
Uncategorized
Published
2020-07-17 17:17:01
10
Major Incident Reports
NaN
#########
NaN
GIO - SEC - Active Directory
NaN
NaN
NaN
0
2020-02-21 16:49:25
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L3
MAJOR INCIDENT REPORT Date : 14 Feb 2020 Document Owner : GIO Major Incident Coordinator Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report AM-US-DC01 Down INC0549867/ARGP400001178 - 11 February, 2020 Timezone : CST Total outage duration : 1 hour 43 minutes Executive Summary On Tuesday, 11 February, 2020 at 19:53 CST Description of the incident : WebMethods unable to connect to external systems Synthesis of the root cause : AM-US-DC01 rebooted after installing updates, and was hung at the boot screen. WebMethods Application was unable to automatically fail over to 5 unaffected domain controllers Synthesis of the resolution : On call team member logged into the server through out of band management and allowed the server to progress through the boot cycle. On Tuesday, 11 February, 2020 at 21:36 CST, the incident was resolved, leading to a service disruption of 1 hour 43 minutes. Root cause AM-US-DC01 rebooted after installing updates, and hung while booting. This server is set in Windows Server Update Services (WSUS) to download and alert for new patches, it was not set to automatically install and subsequently reboot. This server was recently updated to Windows Server 2019 as part of the AD upgrade project, and there is an issue with Windows Server 2019 and WSUS that caused it to ignore the settings in place. A ticket with Microsoft has been opened for this issue. The server hung at boot due to a failed power supply. The hardware support vendor for the server has been engaged. While the hung domain controller was the primary precipitating incident, the impact was felt because the combination of the AIX webMethods server and Oracle DB connection is not leveraging the other redundant domain controllers (5 domain controllers) promptly when the primary domain controller (example DC01) is unavailable. The AIX environment post OST-A migration was configured to replicate the intent of the DXC config in the new TCS/AWS environment, but issues were seen and investigated. Prior updates have all of the AIX related systems behaving, except for continued intermittent but periodic wM issues. Work to determine why wM behaves differently has been underway and vendor / standard recommendation have been looked into as well. We have refocused the team and engagement with vendors triggered again based on the new information and logs available from this incident. Major steps leading to incident resolution Tuesday, February 11th, 2020 19:53 Ticket opened in iSupport 20:49 GIO Security Lead contacted by phone regarding incident 21:04 GIO Security Lead contacted on call AD team member, and opened INC0549867 21:36 Server is available and application confirmed working normally Continuing Action Items Action Responsible Timeline Status Repair issue with WSUS on AD Servers GIO Sec / MS 25 February, 2020 Closed Disable WSUS on AM-US-DC08 and reboot it only on a change weekend GIO Security 18 February, 2020 Closed Configure settings on WebMethods to use AM-US-DC08 as primary for Ashburn and AM-US-DC52 as Primary for Franklin Park TCS / GIO Cloud Services 22 February, 2020 Closed Repair issue with AM-US-DC01 Power Supply TCS Datacenter Team 22 February, 2020 Closed Identify and correct the underlying cause as to why webMethods is impacted by the primary domain controller availability, while others systems are not as affected. Make required changes. TCS / GIO Cloud Services / Airgas NIS / eCommerce IT and Vendors IIBM / Oracle / webMethods 21 March 2020 or earlier if identified updates are approved for earlier implementation Closed MOD Process Integration with Airgas - Faster Engagement Michael Fecsko 2/21/20 Closed External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0041828. Version:
MIR INC0976065 - Most Sites are Down in Canada | INC1643016 - INS0000009924 (July 8th, 2022)
English
yassine.arhazaf@eu.corp.airliquide.com
1
Lisa MATULA-SC
Uncategorized
Published
2022-09-12 14:42:54
17
Major Incident Reports
NaN
#########
NaN
NaN
NaN
NaN
NaN
0
2022-07-09 18:24:43
#########
INC0976065
GIO-NET-SUPPORT L1
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report 268 Sites are Down in Canada | INC1643016 - INS0000009924 INC0976065 - July 8th, 2022 Timezone : GMT-6 Total outage duration : 1 Day 6 Hours 53 Minutes Executive Summary Classification : Major connectivity outage On July 8th, 2022 at 09:30 GMT-6, A National Internet service provider outage in Canada impacted wired, wireless, cellular and other critical data services for several major cities in Canada. https://airliquide.service-now.com/sys_attachment.do?sys_id=6dd8eebd1b6c991442fa62c5604bcbde The symptoms of the incident were that the any Rogers services location (268 locations) in Canada lost connectivity to the Montreal and Mississauga hubs preventing them from being able to access all internet and intranet resources. The incident additionally impacted consumers and individuals outside of the Air Liquide. The priori root cause was that the Internet service provider experienced a major outage in their core infrastructure. The resolution of the incident consisted in the Internet service provider restoring their service to customers in waves, completing on Saturday July 9th. On July 9th, 2022 at 16:24 GMT-6, the incident is resolved, leading to a service disruption of 1 Day 6 Hours 53 Minutes Major steps leading to incident resolution1 July 8th, 2022 08::05 TShoot with NCR; determined issue was with ISP, Rogers 8:07 escalated to P1 Status 8:20 Confirmed that the issue is Canada wide affecting many customers not just Air Liquide 8:53 authorized ATT to change the ip Address 10:04 Confirmed Rogers phones are down as well 18:55 Communication from Rogers that their core is back up and they will start bringing up the remaining sites July 9th, 2022 12:58 Status update from Rogers on outage 9:18 All sites have been up for multiple hours 11:21 GIO Confirmed Closure of the P1 Initial root cause 3:16 on 7-9-2022 : The outage was within the Rogers core network Actions plan Item, owner Item, owner External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043549.
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: User calls, that she/he cannot login to ResScan patient data management software. POSSIBLE CAUSES: Windows password has been expired. If user works out of office, in this case she/he might be able to login to the PC but logging into applications that require windows authentication will fail. BEFORE YOU START: The user will probably call regarding this issue from out of the office. During the troubleshooting user`s PC has to be connected to the AL network with IVANTI (Pulse). STEPS: ResScan password is the Windows password. In case of ResScan login issue Windows password reset will resolve the issue. After Windows password reset in Active Directory, guide the user to change the temporary password in CARM. Please do not forget to follow the Windows password security process! LOGGING CATEGORISATION: Business service: GIO - SEC - OKTA Configuration item: Mobile device hostname category: Applicationsubcategory: account and password Resolution notes: Service desk will assist the user to check users windows account TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
CARM - How to onboard a new Internal employee in CARM
English
yhojan.szoke@eu.corp.airliquide.com
550
Guillaume CHIROL
Uncategorized
Published
2025-09-29 14:55:31
6
GIO Service Desk
NaN
#########
5.00
GIO - SEC - CARM Application Provisioning
NaN
NaN
NaN
122
2025-05-20 11:02:22
#########
NaN
GIO-SEC-CARM-L2
COUNTRY/REGION: GLOBAL ENTITY: ALL SYMPTOMS: HR Team is requesting to create a profile for a new full-time AL employee urgently in CARM after the creation of a Workday profile for the user. BEFORE YOU START: Open the related Catalog Task assigned to GIO-EUS-SD-ACCOUNT-MNGT for all user/account details. Also double-check whether the user is not yet present in CARM / MMS / Google Kite. STEPS: 1 - Connect into CARM https://carm.apps.airliquide.com/ 2 - On the homepage, under quick links, click on Onboarding. 3 - Select attachment Entity (CARM Functional Entity) and site, type of person to register user (AL employee). Then click on Next button. Please note in case the Site name or Entity requested is not available in the dropdown list, kindly select the closest site or the most similar Entity. 4 - Fill out the following "User information" only: Employee type: AL employeeWorkday ID (must start with "AL-") 5 - Fill out the following "User Organization" information only: First name / Last nameCARM Approver 6 - For "User Contact" nothing needs to be filled out 7 - Justification: Put the REQ reference number 8 - Click on Submit button to register your request 9 - You can follow-up the status of your request by clicking on My Requests at the top menu bar 10 - Put the Cattask to "Planned with user" state until you receive the automatic system email from CARM that the user account has been created. 11 - "Closed complete" the CATTASK NOTE: If there is no Workday ID or a wrong number mentioned in the CATTASK pls do not create the account but try to contact the person who raised the request for it. Leave the ticket in OPEN status.If you receive a message in CARM like: - Email owned by another person. - Display Name or Workday ID already used in CARM - or similar like those ones No need to PEND the ticket, add a screenshot from CARM , note in the resolution notes that CARM will make a manual correction and CLOSE the CATTASK! LOGGING CATEGORISATION: In case you guided user to raise the request in CARM: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: CARMExplanation: Guidance to submit the request in CARM. In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - CARM Application Provisioning Configuration item: CARM - PROD Category: Application Subcategory: Account and Password Resolution Notes: Show where to go request submitted. In case of issues where the ticket needs to be assigned: Business service: GIO - SEC - End-User Account Provisioning Configuration item: CARM - PROD Category: Application Subcategory: Account and Password Assignment group: GIO-EUS-SD-ACCOUNT-MNGT
COUNTRY/REGION:GERMANY/POLAND ENTITY:BIS E&C SYMPTOMS: E&C user reports that a UNC path doesn't work on particular computer. Therefore, the network drive cannot be mapped. BEFORE YOU START: Before assigning any ticket to the resolver group, please execute the following steps: - Make sure the user is connected to the AL network (either in the office or via VPN) - Make sure the user has access/permission to the related Shared Folder on the concerning Network Drive - Connect to user`s computer via VNC and attempt to map the affected drive by the UNC listed below: In case of any error message, please take a screenshot of the exact errorIf it works, please also document it. - Implement "gpupdate /force" in CMD to refresh the policy - Restart the computer - In case of permission request: MyITCorner https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=c91a35934f86eb009864ca1f0310c7ac&sysparm_category=a5a23c754f8b82003d9524fe0310c73c - In case of new folder request (new project, offer, department): MyITcorner https://airliquide.service-now.com/myitcorner?id=al_sc_cat_item&sys_id=dec1683f4f3923009864ca1f0310c725&sysparm_category=a5a23c754f8b82003d9524fe0310c73c STEPS: Please assign such incident to the following support groups: Germany: GIO-EUS-FS-GERMANY-L2Poland: BEC-EUS-FS-KRA-L2 Names / Paths of E&C network drives as follows; For Poland: L: \\saec-fileap42\KRK_DRVS G: \\plkrsv10011\prj P: \\plkrsv10011\dept W: \\plkrsv10011\MailArchive$\firstname.lastname For Germany: M: \\EU.CORP.AIRLIQUIDE.COM\E&C\DEFR\Projects$ O: \\EU.CORP.AIRLIQUIDE.COM\e&C\DEFR\APPLICATIONS$ P: \\EU.CORP.AIRLIQUIDE.COM\E&C\DEFR\DATA$ Q: \\EU.CORP.AIRLIQUIDE.COM\E&C\DEFR\DISICIPLINES$ T: \\EU.CORP.AIRLIQUIDE.COM\E&C\DEFR\TEMP$ Y: \\EU.CORP.AIRLIQUIDE.COM\e&c\defr\User$\%username% LOGGING CATEGORISATION: Business service: BEC - Network Drive File Sharing Category: DevicesSubcategory: Connectivity Configuration item: n/a Assignment group: Germany: GIO-EUS-FS-GERMANY-L2Poland: BEC-EUS-FS-KRA-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is required to upgrade a non-standard application or install an unreferenced update of a referenced software. NOTE: User must have the source! If KO - User must download it from the internet or contact application support/owner - Close ticket! BEFORE YOU START: BEFORE INSTALLING THE APPLICATION CONFIRM THAT USER ALREADY HAS THE APPLICATION INSTALLED ON THE PC (PROGRAMS & FEATURES) Summary: Unreferenced software upgrade or unreferenced update of a referenced software needed, installing with admin credentials STEPS: 1 Connect to user's PC with VNC 2. Open Programs & Features - confirm that user already has the application installed IF OK - run .exe file as adm - introduce your admin credentials and assist user through the installation. IF KO - Guide user to raise a request in MY IT CORNER for non-standard application installation as per KB: KB0012053 LOGGING CATEGORISATION:THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Windows Assistance Request details: For which Topic: Existing Software Update In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - UWP - Windows OS Configuration item: name of the computer Category: Application Subcategory: Installation / Deployment Resolution Notes: Assisted user with upgrading the software that the user requested. TICKET TYPE: Request ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: How to request all device information STEPS: Identify the target deviceGo to Detail View, click on QueryA request pop-up will appear. Click Ok Now all the information will be synchronized from the target device to AirWatch console. You may see the changes if you reload the Summary page with F5 in the keyboard LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Mobile Device Management Configuration item: Workspace One - PROD Category: Devices Subcategory: Support / Assistance
Google Chat or Shared Drive - How to add external user with no Gmail address
English
yhojan.szoke@eu.corp.airliquide.com
65
Harold OUSSET
Uncategorized
Published
2025-07-30 6:09:59
5
GIO Service Desk
NaN
#########
NaN
GIO - EUS - DWP - MyGoogleSuite
NaN
NaN
NaN
16
2025-07-21 8:58:56
#########
NaN
GIO-EUS-GOPS-DWP-L2
COUNTRY/REGION:Global ENTITY:All SYMPTOMS: The user would like to add external business partners to Google Chat or Shared Drive, but they don`t have a Gmail address. BEFORE YOU START: External users without Gmail addresses can be added to google chat but a Google account must be created. External users cannot be added to Google Spaces. STEPS: Ask the user to share the following guide with the business partner. They need to create a Google account (it is possible with an alternate email address: https://support.google.com/accounts/answer/27441 The business partner should follow the below steps: Use an existing email address Go to the Google Account Sign In page.Click Create account. 3. Enter your name and surname 4. Add birthdate and Gender 5. Click Use my existing email address instead of creating a new gmail account 6. Enter your current email address. (the one than can not be added to Chat or Shared Drive) 7. Click Next. 8. Verify your email address with the code sent to your existing email. 9.Click Verify. When the Gmail account is ready, the Air Liquide user can search for it in Google Chat and start a conversation with the business partner: The business partner will receive an invitation via email: They need to click on "try chat", sign in to their new account, then- reply to the conversation: Google Drive content can also be shared with the created account: LOGGING CATEGORISATION: Business service: GIO - EUS - DWP - MyGoogleSuite Category: Application Subcategory: Support / Assistance Configuration item: Google Suite - PROD Resolution Notes: Information, on "how to add an external user without Gmail Address to Google Chat" has been provided to the user TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
add, address, airliquide, business, chat, com, corp, drive, english, external, external user, gmail, google, google chat business partner, google chat external, google chat external user, guest, harold, how, kite, kite chat external, no, ousset, partner, shared, szoke@eu, yhojan
NaN
KB0049086
Network drive issues
English
yhojan.szoke@eu.corp.airliquide.com
162
Dennis ROSENKRANZ
Network / Connectivity
Published
2025-07-30 12:30:05
5
GIO Service Desk
NaN
#########
4.00
BHC - VADE - Internal IT
NaN
NaN
NaN
55
2025-05-06 10:56:26
#########
NaN
GIO-EUS-SD-EUROPE-L1
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with network drives Steps: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - Internal IT Category: NetworkSubcategory: No Intranet / internet Access Routing: BHC-VADE-IT TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:EUROPE ENTITY:GIO SYMPTOMS: User needs new password for ALTO or ALTO MOBILE application. BEFORE YOU START: Please note the user must login by SSO and Okta authentication to the ALTO / ALTO MOBILE application. Should the user still need a password for login, kindly redirect him/her to the local team as per the information below. STEPS: User must contact the local team according to his/her location: Italy (Med & Industry) : Giovanni CUPOLILLO, Raimondo MELEFrance (ALFI) : Yannick MASOERO, Damien RaineauFrance (AL Santé France) : Sofia SALEM, Guillaume BARELLEGermany / Switzerland / Austria : Michael KLONEKSpain / Portugal - Industry : Israel NOTARIOSpain / Portugal - Medical : Israel NOTARIOPoland : Marta PIENIAZEK, Lukasz MOSKAL, Katarzyna SERWACKAUK : Tom ENTWISTLE, Neil COXBelgium / Netherland / Luxembourg : Geert SLOOTMAEKERS Denmark / Sweden / Norway / Finland : Lone JENSEN, Nicci OlssonTurkey : Serkan KURUKOL, Raziye ORHAN LOGGING CATEGORISATION: Business service: Bulk Supply Chain & mobility Category: applicationsubcategory: account and password Configuration item: ALTO EUROPE - PROD / ALTO MOBILE - PROD Resolution Notes: User could login by SSO and Okta authentication. / Redirected user to the local key contact to manage their password for Alto. TICKET TYPE: Adhoc ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EUROPE ENTITY:AL CO2 SYMPTOMS: Equibulk support model: Explanation, criticality and assignation BEFORE YOU START: Do not assign tickets that are opened by the ALIZENT IT team to the ALIZENT queues. (ALIZENT IT members can be identified by their email domain @alizent.com) Truck loading solution for CO2 - 5 sites (4 in France + 1 in the Netherlands) Equibulk solution tracks driver/vehicle authorizations, orders and quotas. Each site is equipped with a driver's industrial PC, also known as Equibox, an industrial PC housing the Xflow software, also known as the Xflow PC. User access: Users can access Equibulk Web platform via the following link (http://equibulk.apps.airliquide.com/LogiBulk3). Their login credentials are created and provided by ALCO2 entity. STEPS: 1. Create an Intake ticket 2. Document as much information from the user regarding the concern; Who (1 user or several others or all of them)Where (one site or several or all)When (date/hour)What actions lead to the issue (name of the screens, buttons used when operating)Is there any known conditions/operations (i.e. ongoing works on network)?Full error message if displayedone or several clear full-screen pictures 3. If the intake is an INC, Assess the priority using below matrix: (can they work anyway ? Is there a degraded mode/ known workaround at their end ?) 4. Assign the ticket to the hub support group ALZ-eu-GCS-Production Asset L2 LOGGING CATEGORISATION: Business service: ALZ - Production Asset Configuration item local: Equibulk BAZANCOURT - PROD Equibulk OTTMARSHEIM - PROD Equibulk Port-Jerome - PROD Equibulk ROZENBURG - PROD Equibulk SAINT PRIEST - PROD Configuration item Central : Equibulk Central - PROD category: applicationsubcategory: Bug / Defect Assignment group (if not L1): ALZ-EU-GCS-Production Asset L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GERMANY ENTITY:BIS HOME HEALTHCARE SYMPTOMS: User from DE - Vitalaire contact the service desk regarding an issue with Medifox Steps: Assign incidents concerning the below mentioned Applications to the respective Supporting Group. LOGGING CATEGORISATION: Business service: BHC - VADE - Medifox Category: Application Subcategory: Bug / Defect Routing: BHC-VADE-Medifox TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has the following error during Okta authentication: POSSIBLE CAUSES: User's Windows account is locked. STEPS: 1. Check user's profile in Okta Admin Dashboard: if the account is locked, unlock it in Active Directory, and try again. 2. If still KO, or if the account was not locked, reset Behavior Profile 3. If still KO, exit Zscaler 4. If still KO, change network LOGGING CATEGORISATION: Business service: GIO - SEC - OKTACategory: ApplicationSubcategory: Access / Rights Configuration item: OKTA - PROD TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:Egypt / South Africa ENTITY:BIS AMEI SYMPTOMS: The user reports an issue regarding an HR site or HR tool. BEFORE YOU START: If the issue is related to a question, please follow KB0045066. STEPS: The user can try to contact HR locally or contact Maximilien Nguyen. In case the user reports an issue regarding ADP web application => Redirect user to contact the HRBP: Thelma MOLOKWANE and Sibusiso SELEPE LOGGING CATEGORISATION: Business service: According to the countryBAMEI-Egypt-Local Business Applications BAMEI - South Africa - Local Business Applications category: cloud infrastucturesubcategory: access/ availability Resolution Notes: Redirected user to the local HRBP. TICKET TYPE: incident ARTICLE TYPE: FCR TEAM: L1
Network - Wifi - Airliquide-Corporate for Windows devices
English
yhojan.szoke@eu.corp.airliquide.com
806
Evens NICOLAS
Windows - Storage / Performance
Published
2025-07-30 11:34:34
6
GIO Service Desk
NaN
#########
NaN
GIO-NET-Wifi
NaN
NaN
NaN
195
2025-05-05 13:08:57
#########
NaN
GIO-NET-SUPPORT L1
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User is calling regarding the "Airliquide-Corporate" wifi connection. STEPS: Where a Wi-Fi service is available, Windows corporate computers are automatically connected to the AirLiquide-Corporate network when you unplug the network ethernet cable. How to connect: Search for the AirLiquide-Corporate network and connect: This change concerns corporate Windows PC, Mac devices and mobile devices enrolled with the Business Only profile. The name of the network changes but the internet and intranet access remain unchanged! You can find all user guides to use Wi-Fi networks on myITcorner.For troubleshooting, kindly refer to KB0011575 - Network - Wifi - Unable to connect to Wifi@AL2/AirLiquide-Corporate with AL PC LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: NetworkSubcategory: No Internet / Intranet Access Resolution Notes: Guide user to connect to Wifi AirLiquide-Corp TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:EU ENTITY:ALL SYMPTOMS: User needs a new password for SAP Development, Maintenance or Preproduction account which is NOT managed by CARM. STEPS: Guide user to My IT Corner to fill the request. https://airliquide.service-now.com/myitcorner?id=sc_cat_item_guide&table=sc_cat_item&sys_id=a124f0234f0fda403d9524fe0310c7d9 THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: password reset In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: account and password Resolution Notes: MyITCorner Assistance form submitted. TICKET TYPE: request ARTICLE TYPE: FCR TEAM: L1
OKTA - activate Okta Verify notifications on Android
English
yhojan.szoke@eu.corp.airliquide.com
150
Mehdi GASMI
OKTA / Mobile Enrollment
Published
2025-09-29 14:45:37
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
173
2025-05-02 12:57:24
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User doesn`t receive any notifications from the Okta Verify application on his/her Android mobile device. POSSIBLE CAUSES: Optional content: Provide a description of the causes to better understand why the problem occurred. BEFORE YOU START: In order to authenticate when using any applications requiring Okta, the user can choose to confirm his/her identity through a push notification received on his/her smartphone from the Okta Verify app. If the user doesn't receive any notifications, it means his/her smartphone is blocking notifications from the app, whether by a security policy or an error during the configuration of the app. Please note: User must have a mobile device (Android or iOS) with the application Okta Verify installed, and with the device registered in the app. Set up OKTA on a first device (mobile): KB0027817 - OKTA - set up Okta Verify on mobile phone Add mobile device: KB0027826 - OKTA - How to set up Okta Verify on an additional mobile device (GLOBAL) STEPS: (NOTE : The screenshots have been taken on a Samsung device. The interface may differ depending on the brand of user`s smartphone, but the procedure remains the same.) CASE 1: Personal profile (device not enrolled to Intelligent HUB) 1. Go the settings menu on the smartphone. 2. Navigate to the Apps section in the Settings menu. 3. Search for the Okta Verify app in the list of the device's app. By default, the notifications should be marked as "Authorized", but if the user sees them as "Blocked", click on the Notifications section. 4. Click on the "Show notifications" button. 5. User can choose what notifications he/she allows from the Okta Verify app. It is recommended to untick Okta FastPass notifications (only for Android!). Disabling the notification won't change the behavior of Okta Verify PC, it will still work. 6. User should now see "Allowed" under the Notifications section in the Okta Verify app settings menu. CASE 2 - Work profile (device enrolled to Intelligent HUB) Prerequisites User needs to have the smartphone enrolled to Intelligent HUB Mixed Usage and a Work profile set up.User needs to register the device to his/her Work profile in Okta Verify app. 1. Go into the Settings menu on the smartphone. Navigate to Work profile and click on it. 2. In the Work profile menu, click on Notifications and data. 3. In the Notifications and data menu, click on App notifications. 4. In the App notifications menu, user will see Okta Verify in the "Recently sent" category. Click on it. 5. Click on the button next to Show notifications. 6. User can now configure the notifications parameters. Click on Notification categories. 7. Click on the button next to Push notifications to allow them on user`s smartphone. This is required in order to authenticate with Okta. LOGGING CATEGORISATION: Ticket template to be used: GLOBAL - OKTA - Issue Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: ApplicationSubcategory: Support / Assistance Resolution Notes: Assisted user with activating Okta notifications on their Android device. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION: Global ENTITY: All This article is applicable only for L2 DESCRIPTION: This article describes the steps for managing Oracle User accounts User Account CreationSearch for an existing UserUser Account TerminationResponsibility assignation STEPS: Create an User (only for Non-US and Non-Canada cases) To create a user manually in Oracle system please follow these steps: 1. Login into Oracle, and select System Admin Custom responsibility or equivalent. 2. Go through the path: System Admin Menu à Security à User à Define 3. Double click on menu entry Define, and once the form appears, fill the following fields: User name (obtained from the AMS Request (see "insert article")Password: for initial password always use Oracle10Description: same as usernamePassword Expiration: select radio check Days, an complete the field always with the number 60 (sixty)Person: select from the drop down list, the name of the Employee created for this user (once selected, the Email field will be completed automatically). 4. Once these fields are completed, Save (Ctrl+S) the data. 5. At this instance, the USER is created. 6. If theres no assignment requested, you may complete the field Effective Date To with todays date, so the user is created BUT INACTIVE, until the assignment is requested. Search for an existing User To find a user, you may follow these steps: 1. Login into Oracle, and select System Admin Custom responsibility or equivalent. 2. Go through the path: System Admin Menu à Security à User à Define 3. Press F11 (to enter query mode of the screen) or select the Torch from the main menu: Enter the values in the list or in any field of the form (you can use the wildcard %) 4. In case you have entered in Query Mode to the form (backlight in light blue), press Ctrl+F11 to execute que search. In case youve selected the Torch search mode, just select the value from the list 5. Once searched, the register shows all the values for that User4. In case you have entered in Query Mode to the form (backlight in light blue), press Ctrl+F11 to execute que search. In case youve selected the Torch search mode, just select the value from the list Inactivate a User To inactivate a user, follow these steps: 1. Login into Oracle, and select System Admin Custom responsibility or equivalent. 2. Go through the path: System Admin Menu à Security à User à Define 3. Press F11 (to enter query mode of the screen) or select the Torch from the main menu: enter the values in the list or in any field of the form (you can use the wildcard %) 4. Press Ctrl+F11 or pick the value from the list to view the results 5. Complete the field Effective Date To with todays date 6. Save (Ctrl+S) 7. Now the user is Inactive Steps to Assign a Responsibility in Oracle To assign a new responsibility to a User account, follow these steps: 1. Login into Oracle, and select System Admin Custom responsibility or equivalent. 2. Go through the path: System Admin Menu à Security à User à Define 3. Go to the Direct Responsibilities tab and create a new record, if it doesnt exists (Shift + Arrow Down) or select the icon from the Menu bar: 4. Select from the drop down list of the Responsibility column, the name of the Responsibility to be added: To know the name of the responsibility, you must check the AMS Request (see "insert article") 5. If the responsibility exists already, it will be shown immediately, once you focus out of the field: 6. And the record remains until you erase it or you select a new responsibility: 7. Once you have selected the responsibility, and you Save (Ctrl+S) it, the responsibility is assigned but disabled with an End Date with the value of todays date. 8. To enable it, it must be processed by the GRC Oracles module. To submit that, you must enter to a new screen, through an icon in the menu bar (marked with a red circle): 9. Once in, you need to search for the responsibility added recently, and remove the Effective Date To: NOTE: You can remove the Effective Date To from more than one responsibility in the same screen, and then do the next step 10. And then press the Initiate Conflict Analysis button (a pop-up message indicating that it was submitted is going to be shown): 11. At this point, the Responsibility assignment its finished. NOTE: When you have a case for any business unit from US or Canada, and the Requestor is not found in Oracle, leave it until the next day and check it again. This happens because the user requested the assignment before the Employee is created in Workday (HR Legacy software) and interfaced to Oracle. IMPORTANT: The AMS System administration is not Under the BSC control. The administration is divided in two sides: Data and Setup Administration belongs to local Internal Control team. Developments and Changes belongs to Tony Benbrahim team LOGGING CATEGORISATION: Business service: BAP - HUB - ORACLECategory: applicationSubcategory: bug/ defect Configuration item: Oracle EBS R12 - PROD Assignment group (if not L1): L1.5 ARTICLE TYPE: Assignment TEAM: L1
OKTA - How to set up Okta Verify on an additional mobile device
English
yhojan.szoke@eu.corp.airliquide.com
440
Mehdi GASMI
OKTA / Mobile Enrollment
Published
2025-09-29 14:45:37
6
GIO Service Desk
NaN
#########
NaN
GIO - SEC - OKTA
NaN
NaN
NaN
243
2025-05-02 12:59:47
#########
NaN
GIO-SEC-AD-AUTHENTICATION SERVICES-L2
REGION:GLOBAL ENTITY:ALL SYMPTOMS: The user needs to set up OKTA authenticator on another device. BEFORE YOU START: This article is for users who already enrolled a device to Okta Verify. In case user wants to set up Okta Verify for the first time, follow: KB0027817 - OKTA - How to set up Okta Verify on mobile (GLOBAL) Ensure that the user can still access the Okta Dashboard. STEPS: 1. If the mobile device is already enrolled on Intelligent Hub, it should already have Okta Verify installed.- If the device is not enrolled, download the app from Google Play (Android devices) or the App Store (iPhone and iPad) and install it. 2. From a browser, sign in to the Okta Dashboard at https://login.airliquide.com 3. From the Okta Home page, users must click their name and then click Settings 4. Scroll down to Security Methods and click Set up another in the Okta Verify section. 5. Verify the identity via an authentication factor as prompted. 6. Click Set up to confirm setting up Okta Verify The Okta Verify enrollment QR code will appear on the screen. 7. Open Okta Verify and follow the next prompts. 8.Choose the type of account to add. Tap Organization. 9. Choose the account setup method 10. Ensure the QR code is shown on another device such as a laptop or desktop. Ask user to tap "Yes, ready to scan", and ask to point the camera at the QR code displayed in the browser on the other device. 11. If prompted, enable biometrics. Tap Enable. If prompted, allow push notifications on your device so that the user can approve future sign-in notifications without opening the Okta Verify app. IMPORTANT NOTE: The biometrics of the user (fingerprints, facial features) are stored locally on the device and are not accessible to Okta Verify. The application only verifies that they match the devices configured biometrics. 12. Tap Done to complete the account enrollment. 13.The new account is now available in the Okta Verify app. 14. The user can now use Okta Verify to sign in to the Air Liquide applications. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Okta Enrollment Assistance Request details: Device Type: Mobile deviceReason: Secondary Device In case of blank ESS Incident submitted by the user: Business service: GIO - SEC - OKTA Configuration item: OKTA - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: New additional device added OKTA authenticator. ARTICLE TYPE: FCR TEAM: L1
COUNTRY/REGION:AMEI ENTITY:ALL SYMPTOMS: NAVISION - unable to login, needs password reset Error message refers to password or username incorrect. POSSIBLE CAUSES: Password expired Account locked Account expiredAccount disabled BEFORE YOU START: Ask user if this is first connection or he logged before. Make sure he has already Navision account in CARM. If its first access: as user to raise Navision access in CARM for account creation follow KA: KB0020123Make sure Enduser is in the office (connected to the AL network via cable or wifi@AL) or Enduser is at home and connnected to the AirLiquide Network with Ivanti. STEPS: 1. Web / Heavy client application (SSO) : Troubleshooting steps: 0. Check if Windows password is expired by asking Enduser to logoff and login again to his PC. (If password expiring user must change it after error says: " PW is expired and needs to be changed") 1. Delete cookies and cache in Google Chrome. 2. Follow the standard Windows account checks and unlock (KB0011364) / or windows password reset procedure (KB0011363). No need authenticate the end user in NAVISION if he is already connected to his/her windows session. Out of office: Follow KB0023599 Account expired: Follow KB0041513 2. case: If the site cannot be reached, please follow KB0011578 LOGGING CATEGORISATION: Business service: BAMEI - Navision - Account and Finance Category: ApplicationSubcategory: Account and Password Resolution Notes: User was assisted to login to Navision using Windows credentials TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
Lumapps - error when trying to connect to Kite apps via homepage
English
yhojan.szoke@eu.corp.airliquide.com
217
Rodolphe MIAUD
Uncategorized
Published
2025-07-30 6:11:56
5
GIO Service Desk
NaN
#########
4.00
BCF - Communication - Intranet websites
NaN
NaN
NaN
288
2025-07-28 13:15:43
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COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User receives an EM from Lumapps when trying to connect to Kite. Unable to connect to Kite / in last 48hs cant access the Kite homepage POSSIBLE CAUSES: User has changed his/her name, e-mail address recently or it is a new user and the account has just been created recently. BEFORE YOU START: Optional content: Describe any pre-requisite necessary for the successful implementation of the following procedure. For instance, if an administrator first needs to perform an action before the user can proceed. STEPS: - User created recently/un-suspended/ or renamed recently ?? If YES: - This is expected behaviour : User might need up to 48 hours to be able to access all tools, the user should be advised of this as a known issue. - Inform user that he/she should wait 2 days until it synchronizes, so that Kite homepage could be opened. In the meantime, GMail/Drive etc. can be opened by direct links: mail.airliquide.com / drive.airliquide.com etc. LOGGING CATEGORISATION: Business service: BCF - Communication - Intranet websites Configuration item: LUMAPPS - PROD category: application subcategory: account and password Resolution Notes: Informed user that he/she needs to wait about 48 hours until their account totally synchronizes and that after he/she will be able to access the Kite applications via the Kite Homepage. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
MIR INC0806382 - The main velocloud router is down - 2109G34077 closed - INC1157756 - 2109G43164 (Se
English
youssef.allaoui@am.corp.airliquide.com
2
Tim GIDDEY-SC
Uncategorized
Published
2023-02-08 15:20:46
17
Major Incident Reports
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2021-09-14 20:49:16
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GIO-NET-SUPPORT L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report The site is down - INC0806377 / INC0806382 - September 11th, 2021 Timezone : GMT/CT/GMT+2/ Total outage duration : 3 Days 8 Hours 33 Minutes Executive Summary Classification : "Major connectivity outage" On September 11th, 2021 at 10:22 GMT Monitoring reported an incident, affecting all users of MIRAFLORES SPAL - PT002, following a power cut on site. The symptoms of the incident were total loss of connectivity The a priori root cause was that both Velocloud boxes lost their configuration The resolution of the incident consisted in re-injecting the configuration remotely. On September 14th, 2021 at 18:49 GMT, the incident is resolved, leading to a service disruption of 3 Days 8 Hours 33 Minutes Major steps leading to incident resolution1 September 11th, 2021 11/09 10:32 - Power cut on site. The VCEs do not come back up after the power recovery. A P2 Ticket is created because the incident happens outside the business hours. September 13th, 2021 13/09 10:49 - Primary checks ?are received from the customer : LEDs of the VCE were RED (the customer was not reachable till his feedback to the mail) 13/09 12:21 - Ticket is created with NCR + OBS 13/09 13:00 - Both NCR and OBS request clear photographs of the devices 13/09 14:00 - The customer sends the pictures of the impacted devices 13/09 17:06 - The SFR ticket becomes child of INC0806382. 13/09 18:39 - OBS feed-back : no issue detected at their level 13/09 18:41 - Ticket escalated to NCR-L2 level 13/03 20:28 - SFR requests NCR for updates 13/03 20:47 - NCR decides to program a dispatch SOB next day. September 141th, 2021 14/03 10:00 - SFR requests NCR to provide updates about the dispatch 14/03 11:30 - The customer confirms that the NCR tech is onsite, but is unable to check the devices. 14/03 11:50 - SFR requests NCR to provide updates 14/09 15:49 - NCR confirms that the tech checked the devices with the customer and that all is clean from their side, and asks SFR to re-engage the ISP 14/09 15:50 - The customer confirms the ISP issue 14/09 16:00 - SFR checks again with OBS 14/09 17:23 - The incident is upgraded to a P1 by the customer 14/09 16:36 - OBS confirms again that the 3 links to the site are OK 14/09 17:00 - Tshoot session with the customer to check the LAN and cabling ==> all OK (SFR tries to reach NCR several times and escalates but no one joins the call) 14/09 17:55 - Ticket escalated to L2 team 14/09 18:42 - NCR joins the call and SFR L2 engineer detects that the devices have lost their configuration 14/09 19:49 - The incident is solved after NCR re-injects the configuration in the 2 VCEs Initial root cause The 2 Edges had lost their configuration There is a bug in the build we use that is affecting service PT002. Solution is to upgrade to Build 4.2.1 that is available and already deployed on new services [R421-20210701-GA-ATT-96ec6b8907]. Actions plan Upgrade support under CHG0071951 for 2021-09-22 External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0042780. INC1157756 NCR incident 2109G34077 - 2109G43164 : OBS incidents
MIR INC1002925 - Multiple Vodafone lines are down INCV00646581 | 3C04486698 | INC1740072 (August 25
English
youssef.allaoui@am.corp.airliquide.com
5
Tim GIDDEY-SC
Uncategorized
Published
2022-09-26 8:55:39
27
Major Incident Reports
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INC1002925
GIO-NET-SUPPORT L2
MAJOR INCIDENT REPORT Department : GIO - Global Infrastructure and Operations This document is • INTERNAL This document and the information contained herein is L'Air Liquide S.A. or one of its affiliates' property. The document is confidential business information and may furthermore contain confidential technical information. It is provided to certain employees of the Air Liquide group for their internal use exclusively in the course of their employment. Any reproduction or disclosure of all or part of this document to third parties is prohibited without the express written consent of an authorized representative within the Air Liquide group. If you have received this document by mistake, please immediately notify the sender and destroy the original message. Major Incident Report Multiple German sites down / Vodafone hardware failure INC1002925 - August 25th, 2022 Timezone :CET Total outage duration : 11 Hours 48 Minutes Executive Summary Classification : Major connectivity outage On August 25th, 2022 at 01:45 am local time CET, monitoring reported many incidents affecting 12 sites in Germany; three of them were isolated: DE013, DE156 & DE622. The correlation was made between all these incidents at 11:45 am. The incident INC1002925 was put on master incident and set at P1 criticality. An escalation was launched with the ISP provider (Vodafone). On August 25th, 2022, the incident was closed at 01:33 pm, the service was restored by the ISP, leading to a service disruption of 11 Hours 48 Minutes. The root cause was a hardware failure in the Vodafone infrastructures. Major steps leading to incident resolution1 August 25th, 2022 01:45 : a P2 ticket was opened due to DE622 down 01:54 : Additionnal german sites went down : DE621, DE033, DE073, DE017, DE085, DE144, and DE625 01:54 : Technical teams were checking the status of each sites 02:20 : Technical teams called Vodafone to place a ticket - Vodafone ticket : INCV00646581 02:31 : Technical teams confirmed that two sites are isolated 03:13 : Vodafone requested to check cabling because they mentionned they can see the circuit is up and running fine with good traffic flow in both directions. we even did not find any alarms in logs as well. 09:31 : Site contacts shared pictures of the equipment status 10:40 : List of sites impacted is updated : DE621 / DE033/ DE073/ DE622/ DE013/ DE017/ DE085/ DE144/ DE625 10:46 : Technical teams confirmed Vcould and Non Vcloud sites are imapcted (like DE625 )Primary checks with customer is done and checks on DE165 confirmed both lines are down 11:27 : Technical teams called Vodafone again and they always stated that no network issues have been noticed on their end. ISP is requested to push the investigation further . ISP confirmed that they will prioritize the incident and ask for one hour time window to further check . 11:57: Ticket escalated to SFR L2 team 12:02 : Three sites are confirmed to be isolated hence the ticket is raised to P1 12:50 : Crisis call is set up 12:56 : During the call with Vodafone it was confirmed that the sites were coming back up. At the end of the call all sites were up. We requested a full RFO to Vodafone 13:33 : all sites are confirmed to be up and running Initial root cause The root cause was a hardware failure on a Vodafone backbone router. (P-Chip error on SLT08 card on the PE device) This has impacted several customers not only AIRLIQUIDE Actions plan Vodafone cleared the card (soft reset) and monitored it for a while to capture any recurrence. In case of recurrence of the errors, reset (hard reset) the card remotely and monitor it for a while and perform card power-cycle If the issue persist, reset the card manually. If errors keep increasing, replace card. We also requested Vodafone to check why their support team was stating that there is no issue seen for a long time during the outage - this is ongoing External reference Deep root cause analysis, preventive and corrective action plans are provided in the following problem ticket : PRB0043660.
Collaborate more seamlessly with live pointers in Google Slides
English
ysaure.sochard@eu.corp.airliquide.com
6
Ysaure SOCHARD-SC
Uncategorized
Published
2025-07-29 16:16:09
8
myITcorner
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2024-09-09 15:20:02
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GIO-EUS-GOPS-DWP-L2
Discover a new feature that allows you and your colleagues to see each other’s mouse pointers in real-time. To boost collaboration in Google Slides, Google is introducting live pointers, a new feature that allows you and your colleagues to see each other’s mouse pointers in real-time. With this update, co-creators can easily point out specific text or visual elements within a Slide in order to highlight important information and content. ?? Live pointers help to build connections when you're collaborating in real-time with others on the same slide. How to activate it? To make your pointer visible to collaborators: Go to View, navigate to "Live pointers" Select "show my pointer".You can also turn the feature on by using the pointer icon in the toolbar. Live pointers will remain visible across all slides until you turn them OFF. You can hide collaborator pointers for the current session by going into present mode, or by going to View, navigate to "Live pointers" and select "show collaborator pointers".
airliquide, collaborate, com, corp, english, google, google slide, live, live pointer, more, pointer, pointers, seamlessly, slide, slides, sochard-sc, sochard@eu, ysaure
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KB0052130
Need to control more the flow of meetings? Discover the viewer mode.
English
ysaure.sochard@eu.corp.airliquide.com
7
Ysaure SOCHARD-SC
Uncategorized
Published
2025-07-29 16:16:08
27
myITcorner
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2024-09-09 14:43:58
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GIO-EUS-GOPS-DWP-L2
Discover the Google Meet viewer mode which improve user participation and gives hosts greater flexibility. To provide a better experience and scale participation in larger meetings, you can configurate viewers mode when creating your calendar invitation. Viewers are meeting participants who cannot include their audio or video content in the meeting. You can designate participants who lead, present, or moderate a meeting as co-hosts and contributors. ?? If you use Google Meet for large meetings like webinars, setting participants as “viewers” can help reduce potential meeting distractions, such as audio interruptions . This allows participants to focus on the speaker and the content of your meeting. How do I configure audience participants? When creating or editing a meeting in Calendar, you can configure viewers by going to Video Call Options and Guests. During the meeting, you can convert viewers to contributors in the People panel by using the three-dot overflow menu and selecting Make Contributors. Configure viewers in Google Meet by going to Video Call Options (gear icon) > Guests. When it's time for the larger group to engage, moderators can convert viewers into participants. Viewers can also send emoji reactions during a meeting. This is an easy and uninterrupted way to join meetings without interrupting the speaker.
Create, modify, and insert email templates within Groups messages
English
ysaure.sochard@eu.corp.airliquide.com
8
Ysaure SOCHARD-SC
Uncategorized
Published
2025-07-29 16:16:08
8
myITcorner
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2024-09-09 15:10:44
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GIO-EUS-GOPS-DWP-L2
You can now save a composed message as a template to reuse in the future with Google Groups. When you’re using Groups to send messages, you can save a composed message as a template to reuse in the future. We know users rely heavily on sending messages from Groups, and often these messages closely resemble one another with only specific information requiring updates. Now, instead of typing the same message from scratch, you can compose and save your reply as a template, saving you time and accelerating your workflows. Some examples include: Saving time on a new lead introduction by filling in only critical details, such as the recipient name and one sentence pitch. As a teacher, create a template to quickly share daily homework assignments day after day. When sending project updates, use a template to avoid the trouble of creating status reports from scratch. ?? Note that templates are specific to individual users and are not shared across other Group owners, managers, or members.
Easier access to people, documents, building blocks and more in Google Docs
English
ysaure.sochard@eu.corp.airliquide.com
10
Ysaure SOCHARD-SC
Uncategorized
Published
2025-07-29 16:11:56
11
myITcorner
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2024-08-29 17:46:15
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GIO-EUS-GOPS-DWP-L2
Update in the uses of building blocks. Building upon the recently introduced row of buttons at the top of newly created Google Docs. Google is adding more ways to quickly find and insert relevant content directly into your document with an additional way to open the @-menu. ?? This feature boosts productivity and saves time by bringing smart canvas features to the forefront of your workflow. How to do it? When moving to a blank line within your Doc, you will see an “@” button with the option to select. Search and insert smart chips, such as people, dates, timers, or files, building blocks, calendar events, groups and more.
Drag and drop an image to replace the background in Google Slides
English
ysaure.sochard@eu.corp.airliquide.com
8
Ysaure SOCHARD-SC
Uncategorized
Published
2025-07-29 16:11:56
18
myITcorner
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2024-08-28 15:00:58
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GIO-EUS-GOPS-DWP-L2
Discover a new feature that allows you to drag and drop an image to the slide background in Google Slides. If you hover over the edge of a blank slide before inserting an image (from your desktop, content library or another web page), the image will now be set as the background in Google Slides. ?? Move the image to another location the image is simply inserted into a presentation. But it is also possible to customise the look of a presentation in Google Slides. By changing the theme. How do you use a new topic in a presentation? 1. Open a presentation in Google Slides. 2. Click on "Slide" at the top and then on "Change topic". 3. Click on the desired topic on the right-hand side.
airliquide, background, com, corp, drag, drag and drop, drop, english, google, google slides, image, replace, slides, sochard-sc, sochard@eu, ysaure
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KB0051844
Enhanced appointment schedule functionality
English
ysaure.sochard@eu.corp.airliquide.com
8
Ysaure SOCHARD-SC
Uncategorized
Published
2025-07-29 16:11:55
28
myITcorner
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2024-08-28 11:50:21
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GIO-EUS-GOPS-DWP-L2
More options available for the appointment schedule feature in Calendar. Last year, Google introduced new appointment scheduling features to help us to set more relevant meeting durations and tailor your calendar view to match your preferences.To improve the current appointment scheduling experience, Google is adding the options to: Add up to 20 co-hosts to your appointment schedule during the setup process so you can host appointments with others. Now, we will be able to create the schedule and receive booked events on secondary calendars as well. ?? This can be particularly useful when multiple users, such as a team, need access to the same set of office hours. Everyone with permission to use the secondary calendar can make changes to the schedule and view incoming bookings. Expand the delegate access functionality to appointment scheduling: Now, the person with delegate access can edit or delete your appointment schedules on your primary calendar. Select “Check calendars for availability”, which enables us to decide whether or not we want to check the availability of calendars added to the appointment schedule.Unchecking this setting means even if there is a conflict on one of the calendars, users will still be able to book that time. This may be useful if we want to prioritize incoming bookings over existing meetings. WARNING We cannot add groups or users outside of the Air Liquide domain as a co-host. Co-hosts are not able to see appointment schedule details or make changes. However, if the schedule was created on a shared calendar, the co-host will have access to see details or make changes.
Discover the turn off/on messages history in Google Spaces. How to manage Google Spaces message history? You can auto-delete team chat history after 24 hours. This option allows us to remove unnecessary messages from the conversation. How to modify the history? 1. Open Google Spaces from the Gmail sidebar 2. Click the space name at the top and select Turn off history from the drop-down menu. You can also revert the change from this menu. 3. Messages sent with the history off are deleted after 24 hours. ?? Warning: this option is not only available to the creator of the space! Depending on the rights given to members of a space (Space manager), they may be able to delete message storage after 24 hours.
airliquide, chat, com, corp, english, google, google chat, google spaces, history, off, sochard-sc, sochard@eu, spaces, turn, turn history on and off, ysaure
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KB0052133
Pair your video tile during your meeting to improve accessibility
English
ysaure.sochard@eu.corp.airliquide.com
3
Ysaure SOCHARD-SC
Uncategorized
Published
2025-07-29 16:16:08
15
myITcorner
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2024-09-09 14:53:34
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GIO-EUS-GOPS-DWP-L2
Currently, there are a variety of features to help make meetings more inclusive and equitable, including screen reader support and live captions. The tile pairing for Google Meet, will allow you to pair your video tile with another meeting participant's tile ?? Once you pair your tile, other meeting participants will see both tiles shown next to each other. Both pairing partners will have their borders outlined in blue when speaking. Tile pairing will be indicated in the meeting captions as well. Why is it useful? Tile pairing can help make meetings more accessible, specifically in situations where you want to ensure a sign-language or other language interpreter is visible during the meeting. You can also use this feature to pair speaker duos or presenters with co-presenters for a more dynamic presenting experience. ??At this time, tile pairings will not be captured in meeting recordings. Also, tile pairing is not available in break out rooms at this time.
Discover how use the Drive scanner on Android & IOS devices. Google is introducing additional enhancements to the Drive scanner on Android devices, which now powers the Google Pixel camera and includes improvements to the scanner experience when capturing content. Specifically, we will notice: Automatic capture to help you get the best scan quickly Camera viewfinder that helps you position your document for the highest quality scan The option to import from your camera roll A faster way to initialize a scan with a new scanner button Google is also expanding the Google Drive scanner and title suggestion feature to iOS devices.Now, when using your iOS phone or tablet, we can easily scan and digitally organize physical documents, crop them if needed, and receive relevant title suggestions based on machine learning. How to use it? Open the Drive app on your Android device > scan a document via the camera icon or scan a document via the Scan button under the “+” icon > assess/adjust the automatic cropping > scan multiple pages in a session (if needed) > apply filters > save to Drive. Open the Drive app on your iOS device > scan a document via the camera icon or scan a document via the Scan button under the “+” icon > > scan multiple pages in a session (if needed) > click on scan to apply filters or crop as needed > save to Drive.
Book a conference room directly in the room with a Google Meet Hardware
English
ysaure.sochard@eu.corp.airliquide.com
5
Ysaure SOCHARD-SC
Uncategorized
Published
2025-07-29 16:16:08
8
myITcorner
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2024-09-09 15:02:32
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Discover this new feature that allow us to book a conference room directly from a Google Meet hardware device To maximize the use of physical room resources and make it easier to find meeting rooms, you can now book an available conference room directly from a Meet hardware device ?? If the device calendar shows a specific room is available, you will be able to book the room for either the next 30 or 60 minutes.If you need to, you can cancel an in-room booking from the device as well. ?? You should see the ‘Book now’ option appear automatically on the Google Meet Hardware screen unless the room in question has been opted out.
Accessing the Survey There are two ways that you can access the survey: Email Link The email will come from MyVoice Central Team Click the link in the email to take your survey. Note! DO NOT forward the email to a colleague. It is a link unique to you. Link in MyHR Your unique link has also been added to your myHR homepage under Announcements.Click the link on the website to take your survey. I didnt get an email, what do I do? Verify that you are eligible: If you joined the company after June 23, 2025, are an Intern, Apprentice, VIE or Sub Contractor you are not eligible for the 2025 My Voice Survey. If you are eligible: Check your spam folder, the email may have gone there. Login to myHR to access the survey on the homepage under the Announcements section in the upper right. Still having problems? Submit a myHR Request. Can I share my link to the survey with my colleagues? It is important not to share your personal survey link, as each survey link is personal to the employee. The emails are generated automatically based on your employee record on Peakon, and your company will never see your name attached to any of your comments or scores. If its confidential, how do I get sent reminders to complete the survey? Peakon tracks each individuals response status to a survey in order to know if they should be reminded about unanswered questions but this information is not visible to anyone at Air Liquide. Whether you have responded to the survey is never revealed to your managers or anyone at Air Liquide. Taking the Survey I've received my survey in the wrong language, how do I change the language of the survey? You can change the current survey language to the one you prefer, by opening the link and clicking the language dropdown in the top left corner - this will automatically change all questions to the language you want and this will apply also for your future surveys. Are comments optional? Yes, comments are always optional. The comment portion after each question is there to elaborate on why you provided a score if you desire. We encourage you to leave a comment as it will help the entity or team you are on understand why you left that score and may help create actions to address concerns. What if I dont know how to answer one of the questions? If you don't understand a question, you can skip it or ask your manager or HRBP for clarification rather than giving an arbitrary score. I've just changed teams, should I answer about the previous or new team? If you changed roles before September 23, you should answer about your current team to the best of your ability. If you changed roles on or after September 23, you should answer about your previous team. If you dont feel comfortable answering questions about your new manager or team yet, you can skip the question(s) asking about those topics. I started the survey and then had to stop, will it save my results or do I have to re-do? If you clicked the link in your email or through MyHR and return to the page in the same browser and on the same device, the answers youve given but not submitted will be saved for you. If you are taking the survey via Kiosk, it will timeout after 5 minutes (depending on the survey configuration) if there is no user interaction - mouse move, keyboard press, scrolling, touch. Before the session actually times out, the system shows an overlay saying that it will redirect after 10 seconds, displaying the option to continue the survey. How do I know if my response was recorded? You can log in to take the survey again (either through a link or through the Kiosk method). If you receive the message Youve already answered these questions thanks for the feedback! Youll have the chance to share your thoughts again when the next survey becomes available. your response has been recorded! Can I retake the survey? You are able to re-take the survey, deleting your existing responses and re-submitting. This is only available while the survey period is open. After the Survey What will my manager see of survey answers? Even in aggregated form, a confidentiality threshold applies to guarantee this confidentiality of responses: results in numerical form are only accessible for aggregated groups of at least 5 survey respondents, while results in text form (such as comments) are only accessible for aggregated groups of at least 10 survey respondents. What happens after the survey closes? What feedback will I get? After the survey closes, your manager will schedule a session called Close the Loop to discuss your team results (if the team is large enough to see scores or comments). If the team you are on is not large enough, you should be invited to your managers session for a discussion. How can I get a copy of my answers to the survey? To get a copy of your survey responses, submit a myHR Request and someone will be in touch with you. Because Air Liquide does not know who answered the survey, the request will be directed to the survey provider (Peakon) who will assist you with gaining access. Survey Platform - Peakon The survey is coming from Peakon, but there is a Workday logo. Why? How can I be sure my answers are confidential? Peakon is a separate entity within Workday. While they are owned by Workday, no data, scores or comments flow back to myHR (Workday). The responses you give to Peakons questions are confidential. We believe confidentiality is essential for everyone to be heard on an equal footing, and to ensure you never feel uncomfortable raising the issues that you feel strongly about. Neither your coworkers, manager or anyone else in the organization can see who has provided any particular answer or feedback. Responses are always aggregated so that individuals cannot be identified. Where does employee data come from? Data is pushed from myHR as of September 22, 2025. Only certain data fields are pushed like name, reporting structure, role, tenure with Air Liquide and location. Only data that is needed to create groups to analyze results is sent. Additionally, the only personal information transferred to Peakon is Gender, which is used to look at results in an aggregated way and is not able to be used below the confidentiality thresholds. For example, if your manager has a team of 8, and 2 are women, they will not be able to look at the results by gender. This document didnt answer my question. Who can I contact? Reach out to your HR Business Partner or submit a myHR Request. How to Submit A myHR Request Click on the following link: https://airliquide.service-now.com/esc?id=al_sc_cat_item&sys_id=2fc2560b1b010dd0463b5205604bcb99 There will be a drop down added for My Voice, which is where you should input your issue/question.
COUNTRY/REGION:APAC, China ENTITY:BIS-APAC SYMPTOMS: If a user inquires what is her devices Microsoft .Net Framework version(or .Net version). BEFORE YOU START: To help a user find their Microsoft .NET Framework version, you can provide them with a simple, step-by-step guide as per steps below: STEPS: 1. Go to File Explorer's local C Drive > Windows > Microsoft.NET > Framework, and open the folder with version name (recommended the latest version) 2. Then locate and select the filename with .ddl extension, right click to open the Properties, tab on Details > Product Version LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: hostname Category: Devices Subcategory: Operating System Resolution Notes: SD done guide user to check their device's framework version. ARTICLE TYPE: FCR TEAM: L1
.net framework, airliquide, check, com, corp, english, framework, how, how to check microsoft .net framework version, kok@as, microsoft, net, version, zhiyang
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KB0018892
Web browsing protection in Air Liquide
English
zineb.melaikia@eu.corp.airliquide.com
219
Cheikh SANE
Uncategorized
Published
2025-07-29 1:00:04
6
IT Knowledge
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2025-07-25 15:09:30
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GIO-SEC-PSS-RUN-L4
Browsing Internet in Air Liquide: This article concerns employees or subcontractors with an AirLiquide computer (Laptop, Chromebook) or a mobile device. 1 - Internet use in Air Liquide Two documents frame the use of the internet in Air Liquide: Code of Conduct for Digital Protection (DS_GC01)Internet Browsing Group Security Requirements (DS_GG01) The Key principles are: ... Accessing and surfing the Internet for professional use only. ... Personal use cannot be considered as a right, but as something that is tolerated by the Group and ... it must remain reasonable and occasional, and must not affect working operations, the security of information systems, or the Groups interests. In order to protect information and digital assets, Air Liquide reserves the right to analyze, monitor and control the use of relevant resources and software as well as the exchanges, whatever their nature or objects, transmitted across the Groups communication networks. In particular, Air Liquide will put in place filtering mechanisms blocking access to unauthorized websites. 2 - Internet security Air Liquide offers security mechanisms to protect Air Liquide assets from external threats (Virus, malicious code, etc..) To do so, the trafic is filtered as per the schema below 3 - Exceptions You might need to access a given site for your work, the exception process is here: Grant access to a blocked website
air, airliquide, blocked, blocked website, browsing, cheikh, com, corp, don, english, found, have, liquide, melaikia@eu, permission, protection, sane, security, site, sorry, threat, visit, we, we found a security threat, web, website, you, you don't have permission to visit this site, zineb, zscaler
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KB0041488
BTS Website - cannot visit blocked website after requesting access
English
zineb.melaikia@eu.corp.airliquide.com
455
Mourad MELLOUK
Uncategorized
Published
2025-09-16 11:53:40
4
GIO Service Desk
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GIO - SEC - Secure Remote Access
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NaN
154
2025-09-16 11:53:06
#########
NaN
GIO-SEC-PSS-RUN-L2_L3
COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User calling to report he/she is unable to visit a blocked website even after requesting access to it. STEPS: If the access of the website is not working after the request has been approved and fulfilled, then make a gpupdate /force in CMD. Ask user to try to open the website again. If it's still not working open an incident and you have two options: After the request, user should be the member of an AD group called 'DG-IACS-Communication-Profile'. The group scope should be 'Universal'.Open Active Directory -> search for the user -> open Properties -> choose the 'Member of' tab -> double click on the 'DG-IACS-Communication-Profile'.If user is not the member of this group, or the settings are different, follow KB0041495DO NOT assign the ticket to GIO-AD AUTHENTICATION SERVICES-L2 or to GIO-SEC-AUTHORIZATION-MS if user is already member of this group!Remote in to users PC, update Zscaler Policy and ask the user to try again. If the problem is not with the group membership, please follow KB0018978 If the problem is with Zscaler activation please use the link below https://mobile.zscaler.net/appredir.html?token=670425ffc1e3e90b5eff876e046cfceb&cke=iVVQ3MsHSnTJRWZQ LOGGING CATEGORISATION: Business service: GIO - SEC - Secure Internet Access Configuration item: Hostname of user's pc Category: Device Subcategory: Support / Assistance Resolution Notes: Confirmed the user was member of the "DG-IACS-Communication-Profile" AD group. After gpupdate /force, the user was able to access the website. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1
 tracert space domainThe result will give you the information of the domain. LOGGING CATEGORISATION: Process</td>
<td>airliquide, boldizsar, com, corp, english, gerhards, how, how_to, maik, network, route, toth@am, trace, trace_route, traceroute, wifi</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0044453</td>
<td>Linux- Server issue</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>179</td>
<td>Sudipta PAL-SC</td>
<td>Uncategorized</td>
<td>Published</td>
<td>2025-04-28 21:41:27</td>
<td>4</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-CS-EUR-IaaS VM Unix Solaris</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>20</td>
<td>2025-04-28 21:40:43</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-CS-SD-UNIX-L2</td>
<td>COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User reported a functional issue regarding Linux Server. STEPS: Create an Incident and assign it to GIO-CS-SD-UNIX-L2 LOGGING CATEGORISATION: Business service: GIO-CS-EUR-IaaS VM Unix Solaris Configuration item: Hostname Category: Devices Subcategory: Support / Assistance Assignment group (if not L1): GIO-CS-SD-UNIX-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS</td>
<td>airliquide, boldizsar, com, corp, english, error, jump, jump server, linux, linux-, operation, operation system, os, pal-sc, server, sudipta, system, toth@am, unix</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0043195</td>
<td>Totvs LATAM Support Model</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>498</td>
<td>Elena TORTORICI</td>
<td>Uncategorized</td>
<td>Published</td>
<td>2025-09-29 14:34:50</td>
<td>5</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>BAM - Totvs ERP - LATAM</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>250</td>
<td>2025-08-28 21:54:00</td>
<td>#########</td>
<td>NaN</td>
<td>BAM-APP-L2-BR-SUPPORT-TOTVS</td>
<td>REGION:AMER ENTITY:BIS AMER SYMPTOMS: This article describes the TOTVS LATAM Support Model. TOTVS is one of the Air Liquide ERP. Instance is in use in entities from the following countries: ParaguayBrazil BEFORE YOU START: User´s access is through Citrix https://br-citrix.apps.airliquide.com/Citrix/AirLiquideWeb/ For the Bancard application, check KB0055780 DO NOT SEND THE TICKET TO BAM-APP-L2-BR-SUPPORT-TOTVS, SEND IT AS PER THE KB STEPS: Out of Service Desk scope, use Configuration Item and Business Service to determine the default routing rules to assign the tickets to the appropriate team. LOGGING CATEGORISATION: Business service: BAM - Totvs ERP - LATAM Configuration item: Totvs ERP - Brazil CI Totvs ERP - Paraguay - LATAM - PROD Category: Application Subcategory: Functional / Technical Issue Assignment group: GIO-EUS-SD-BRAZIL-L1 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: Apps</td>
<td>airliquide, application, bancard, boldizsar, brazil, business, business application, citrix, com, corp, elena, english, erp, latam, model, paraguay, software, support, tortorici, toth@am, totus, totvs, tvs</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0056793</td>
<td>Dahua - Configuration</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>1</td>
<td>NaN</td>
<td>Uncategorized</td>
<td>Published</td>
<td>2025-08-14 15:38:49</td>
<td>3</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>GIO - EUS - UWP - Windows OS</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>0</td>
<td>2025-08-14 15:38:03</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-EUS-SD-GLOBAL-SDA</td>
<td>COUNTRY/REGION:Argentina ENTITY:All SYMPTOMS: This article describes the steps to perform in order to assist users from Argentina to use the Dahua website. BEFORE YOU START: Dahua is a web-based application, the user only needs to have a browser plugin installed. It is used to access security camera footage for the different AL sites. STEPS: 1. Ask the user to navigate to the Dahua website corresponding to their location. 2. Wait for the popup asking for the installation of the plugin arrive, then click on 'Instalar'. 3. When the plugin is installed, have the user test the access to the site. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: Dahua plugin configured. ARTICLE TYPE: FCR TEAM: L1</td>
<td>airliquide, argentina, boldizsar, camera, com, configuration, corp, dahua, dahua argentina, dahua plugin, english, install, install plugin, plugin, security, security camera, toth@am</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0042451</td>
<td>Detecno - Application Support</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>116</td>
<td>Juan Pablo DE LUNGARO</td>
<td>Uncategorized</td>
<td>Published</td>
<td>2025-09-29 14:34:46</td>
<td>5</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>BAM - Order Management</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>51</td>
<td>2025-05-06 18:37:09</td>
<td>#########</td>
<td>NaN</td>
<td>BAM-APP-L2-ORACLE-R12-Commercial/Order to Cash</td>
<td>COUNTRYMexico ENTITY:BIS AMER SYMPTOMS: User requests for assistance with Detecno, a local business application used in Mexico BEFORE YOU START Air Liquide México S. de R.L. de C.V. is the local entity in Mexico. STEPS: If an end-user is requesting assistance about the Detecno application, please guide the user to contact the provider of the application, contact details are below: Submit a request for assistance for the application itself using the option 'Solicitar Soporte'Email the provider on: support@detecnomx.zohosupport.com or SSPAC@detecnomx.zohosupport.comDetecno's Customer Service website: https://desk.zoho.com/portal/detecnomx/es/newticketPhone: +52 81-4737-6096 (Option 2) After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Guidance to Detecno Support In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Local Support - AME Category: Application Subcategory: Support / Assistance Resolution Notes: Show where to go request submitted.</td>
<td>airliquide, application, boldizsar, com, complement, corp, de, detecno, english, juan, lungaro, mexico, oracle, pablo, software, support, toth@am</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0056885</td>
<td>Bradesco - Bank Application Installation (DiagnosticoBradesco)</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>3</td>
<td>NaN</td>
<td>Uncategorized</td>
<td>Published</td>
<td>2025-08-27 18:10:29</td>
<td>3</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>GIO - EUS - UWP - Windows OS</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>0</td>
<td>2025-08-27 18:10:21</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-EUS-EUROPE-SDA</td>
<td>COUNTRY/REGION:Brazil, Argentina ENTITY:All SYMPTOMS: This article describes the steps to follow in order to assist end-users from Argentina and Brazil to install the DiagnosticoBradesco component needed for the Bradesco Bank web app. BEFORE YOU START:No installation request form needs to be submitted for this application, you can proceed with the below steps even if the user did not submit any request.STEPS: 1. Ask the user to sign in on the Bradesco website with their credentials received from the bank. 2. Have the user navigate to the part of the site where the component can be downloaded from and click on 'Download Component (Baixar componente)'. 3. The downloaded installer will look as per the below, execute it as administrator. 4. Scroll to the bottom of the End-User License Agreement (EULA) window and click the box that says 'I accept the terms above (Aceito os termos acima)'. After this, hit 'Continue'. 5. Wait for the Installation Wizard to complete the installation. 6. At the end you will see the below message about the successful installation. 7. Have the user sign in to their account on the bank website again to test. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Installation / Deployment Resolution Notes: Bradesco app installed. ARTICLE TYPE: FCR TEAM: L1</td>
<td>airliquide, app, application, argentina, bank, bank app, bank software, banking, banking app, boldizsar, bradesco, bradesco app, bradesco application, bradesco bank, bradesco component, bradesco software, brazil, com, component, corp, diagnosticobradesco, english, installation, software, toth@am</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0044207</td>
<td>Non Standard Printer - Installation through server for Paraguay users</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>30</td>
<td>Juan Pablo DE LUNGARO</td>
<td>Printing / Devices</td>
<td>Published</td>
<td>2025-07-14 16:37:29</td>
<td>4</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>GIO - EUS - Service Desk</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>4</td>
<td>2025-07-14 16:36:31</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-EUS-SD-GLOBAL-SDA</td>
<td>COUNTRY:Paraguay ENTITY:BIS AMER SYMPTOMS: User is requesting for the installation of non standard printer in Paraguay BEFORE YOU START: Make sure to document on your ticket the IP address, location and name of the printer. STEPS: 1.- Make a remote connection to user´s computer. 2,. Map the server //sa-py-dhcp01 3.- Identify the printer as per location provided by end user. 4.- Connect the printer using admin credentials if required 5.- Test printer and validate it is working properly After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Printer assistance and configuration Request details: Type of device: Local PrinterModel/brand of the target printer: According to the case In case of blank ESS Incident submitted by the user: Business service: BAM - Local printers Configuration item: Hostname Category: Devices Subcategory: Printers Resolution Notes: Printer assistance and configuration request submitted.</td>
<td>//sa-py-dhcp01, airliquide, boldizsar, com, corp, de, english, installation, juan, lungaro, non, non standard, oxigena, pablo, paraguay, print, printer, printing, sa-py-dhcp01, server, standard, through, toth@am, users</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0055209</td>
<td>Oracle R12 - Cannot Open PDF Files from Oracle R12</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>87</td>
<td>NaN</td>
<td>Uncategorized</td>
<td>Published</td>
<td>2025-10-06 22:24:03</td>
<td>4</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>GIO - EUS - UWP - Windows OS</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>17</td>
<td>2025-10-06 22:23:46</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-EUS-GOPS-USER-DEVICES-L3</td>
<td>COUNTRY/REGION:Global ENTITY:All SYMPTOMS: This article describes steps to follow in case an end-user is stating that they can no longer open PDF files from Oracle R12. Upon trying to open a PDF file from the site (they usually just refer to the files as 'reports'), first a grey browser window appears, then shortly after, the below message is displayed: POSSIBLE CAUSES: The issue is due to a recent Windows update that corrupted the Adobe Reader plugin that Edge (IE mode) uses to open PDFs from the page. The issue is solved by reinstalling Adobe Reader on the PC based on the below steps. STEPS: 1. Go to the Control Panel -> Programs and Features, locate the Adobe Reader app in the list of software and uninstall it. 2. Reinstall the Adobe Reader app on the computer via Marimba, use package g_01591_adobe_acrobat-reader-24.002.20759_ml_48 If you want to perform the installation through CMD, use one of the below commands: "C:\Program Files (x86)\BMC Software\BBCA\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01591_adobe_acrobat-reader-24.002.20759_ml_48 -install OR"C:\Program Files (x86)\Tuner\runchannel.exe" -subscribe https://marimba.apps.airliquide.com:5282/GIO/Components/g_01591_adobe_acrobat-reader-24.002.20759_ml_48 -install 3. When Adobe is installed again, ask the user to try and open any PDFs (reports) from Oracle. LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Application Subcategory: Bug / Defect Configuration Item: Hostname Resolution Notes: User confirms that PDFs are opening properly. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1</td>
<td>airliquide, boldizsar, com, corp, english, files, nam, open, oracle, oracle issue, oracle pdf, oracle report, pdf, pdf issue, r12, r12 nam, r12 sam, report, report issue, sam, toth@am</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0013413</td>
<td>SITAL - account creation</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>8</td>
<td>Janos TIMAR-SC</td>
<td>Uncategorized</td>
<td>Published</td>
<td>2025-09-29 14:51:57</td>
<td>5</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>GIO - EUS - Service Desk</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>1</td>
<td>2025-07-23 20:40:23</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-EUS-SD-GLOBAL-SDA</td>
<td>COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User wants to create SITAL account. STEPS: Direct user in My IT Corner to End User Catalog / Applications / Other applications Then select User / Account creation in the drop-down menu and tick Sital in the list After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the case, raise the appropriate request from the incident and then please make sure the incident has the below categorization, then cancel it. LOGGING CATEGORISATION: THIS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: MyITcorner Assistance Request details: For which Topic: Finding a catalog itemExplanation/context: Guidance to MyITCorner In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - Service Desk Configuration item: MyITCorner - PROD Category: Application Subcategory: Account and Password Resolution Notes: MyITCorner Assistance request submitted.</td>
<td>account, airliquide, alfi, boldizsar, com, corp, creation, english, france, janos, modification, myitcorner, request, sital, timar-sc, toth@am</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0039612</td>
<td>Field Service distribution in the United States</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>72</td>
<td>Dafne FRANCO-SC</td>
<td>Uncategorized</td>
<td>Published</td>
<td>2025-10-06 17:23:17</td>
<td>4</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>GIO - EUS - UWP - Windows OS</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>7</td>
<td>2025-10-06 17:22:25</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-EUS-SD-GLOBAL-SDA</td>
<td>COUNTRY:USA ENTITY:BIS AMER SYMPTOMS: For United States users, tickets related to hardware need to be routed to Field Service/Onsite team. STEPS: GIO-EUS-FS-ALCENTER Ted Elsner Jair Velazquez Tom Dang GIO-EUS-FS-AL-CENTRAL-L2 Poom Chitrathorn Marland Battle GIO-EUS-FS-EAST-L2 Robert Fitch GIO-EUS-FS-PIM-L2 Ted Elsner Jair Velazquez GIO-EUS-FS-US-vL2 Ted Elsner Jair Velazquez Tom Dang GIO-EUS-FS-GULF-COAST-L2 Ted Elsner Jair Velazquez LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Category: Devices Subcategory: Hardware Assignment group (if not L1): GIO-EUS-FS-ALCENTER GIO-EUS-FS-US-DEPOT-L2 GIO-EUS-FS-PIM-L2 GIO-EUS-FS-EAST-L2 GIO-EUS-FS-AL-CENTRAL-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS</td>
<td>airliquide, alcenter, boldizsar, central, coast, com, corp, dafne, distribution, east, english, field, field service, franco-sc, gulf, onsite, pim, service, states, toth@am, united, united states, vl2</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0040097</td>
<td>Servitrax - Account expired</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>141</td>
<td>Dafne FRANCO-SC</td>
<td>Uncategorized</td>
<td>Published</td>
<td>2025-07-30 11:51:27</td>
<td>5</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>BAM - Cylinder asset tracking</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>27</td>
<td>2025-06-16 19:12:47</td>
<td>#########</td>
<td>NaN</td>
<td>BAM-APP-L1-SERVITRAX</td>
<td>COUNTRY:Canada ENTITY:BIS AMER SYMPTOMS: User is unable to access to their Servitrax account due to account has expired. BEFORE YOU START: For all steps and processes below, first log in Servitrax using the helpdesk shared account and open User Administration An account is expired when: - The expiry checkbox is checked AND the expiry date is today or in the past For example: The expiry checkbox is checked, the expiry date is in the past (screenshot created in 2021) so this account expired. No check in the checkbox: the account hasn't expired (though in that case the screen is confusing as it shows the current date as expiry date) - Checked expiry checkbox and the expiry date is in the future: the account hasn't expired STEPS: Open an Incident ticket , change the short description to matchCheck the employment status of the user (available in Workday)Still employed and not a contractor: remove the Expiry checkmarkStill employed and a contractor: contact the user's manager to confirm an extension of the contract. Change the Expiry Date to the new contract end date.Not employed: no actionIf grayed out or unable to do so, assign to BAM-APP-L1-SERVITRAX LOGGING CATEGORISATION: Ticket template to be used: AME - Servitrax - Account Creation Business service: ALZ - Remote Asset Configuration item: ServiTrax (Canada) - Production Category: Application Subcategory: Account and Password Assignment group: BAM-APP-L1-SERVITRAX Resolution Notes: Changed expiry date of user´s Servitrax account TICKET TYPE: Adhoc ARTICLE TYPE: FCR / Assignment TEAM: L1 Escalation Process/On Call Listing Servitrax (ALC) - L1 team Assignment Group: BAM-APP-L1-SERVITRAX Pierre Rzekiecki Ph: 514-846-7783 Pierre.Rzekiecki@airliquide.com Alizent Team L2, L3 team Assignment Group: ALZ-AME-GCS-Returnable Assets-L2 L2 Team am-alizent-support-servitrax@airliquide.com L3 Team: wwalizent-servitrax-product-team@airliquide.com Julian Regy julian.regy@alizent.com Ph: 514-833-0863</td>
<td>account, airliquide, asset, bam, bam-app-l1-servitrax, boldizsar, com, corp, cylinder, dafne, date, english, expired, expiry, extend, franco-sc, servitrax, servitrax account expired expiry date bam - cylinder asset tracking bam-app-l1-servitrax account servitrax expired extend, toth@am, tracking</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0020172</td>
<td>Network - issue management for Frankfurt - 1 user affected</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>65</td>
<td>Dennis ROSENKRANZ</td>
<td>Network / Connectivity</td>
<td>Published</td>
<td>2025-09-29 14:48:08</td>
<td>5</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-NET-Site Connectivity</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>27</td>
<td>2025-06-09 19:48:11</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-NET-SUPPORT L1</td>
<td>COUNTRY/REGION:Germany ENTITY:Frankfurt BIS Europe or E&C SYMPTOMS: User is calling to report a network issue from Frankfurt BIS Europe or E&C. BEFORE YOU START: Scope: Entities: DE-EC-FFM or DE-AL GMS or DE-FRTCSites: DE101 or DE169 Please ask: current location of a user (Country, City, Street address) to determine which AL site is affected(please bare in mind that a user maybe in business trip in other site [normally E&C users travels a lot])how many users are affected. STEPS: 1 user: basic network troubleshooting to be performed: if the issue cannot be solved, assign the ticket to FS team for further investigation: GIO-EUS-FS-GERMANY-L2 LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Network Subcategory: No Internet / Intranet Access Assignment group (if not L1): GIO-EUS-FS-GERMANY-L2 TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS</td>
<td>1, affected, airliquide, boldizsar, com, corp, dennis, e&c, english, frankfurt, internet, issue, lan, management, more, network, problem, rosenkranz, toth@am, user, wan, wifi</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0049196</td>
<td>Windows - Display settings assistance</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>118</td>
<td>Maik GERHARDS</td>
<td>Windows - Storage / Performance</td>
<td>Published</td>
<td>2025-07-30 11:35:31</td>
<td>5</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>GIO - EUS - UWP - Windows OS</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>58</td>
<td>2025-05-13 20:08:37</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-EUS-GOPS-USER-DEVICES-L3</td>
<td>COUNTRY/REGION:GLOBAL SYMPTOMS: User needs assistance with changing display settings, wants a new background. STEPS: -Right click on the homescreen. -Choose "Personalize". LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Support / Assistance Resolution Notes: User has been assisted with background settings. TICKET TYPE: Incident ARTICLE TYPE: FCR TEAM: L1</td>
<td>airliquide, assistance, background, boldizsar, com, corp, display, english, gerhards, homescreen, maik, screen, settings, software, toth@am, windows</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0013706</td>
<td>Airgas USA LLC - Support Model</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>1623</td>
<td>Zimbeana POWELL</td>
<td>Uncategorized</td>
<td>Published</td>
<td>2025-08-11 17:45:09</td>
<td>4</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>4.00</td>
<td>AG - AIRGAS - IT Support Mgt - Business Service</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>2114</td>
<td>2025-08-11 17:42:41</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-EUS-SD-GLOBAL-SDA</td>
<td>COUNTRY:United States of America ENTITY:BIS AMER SYMPTOMS: Airgas USA LLC Support Model. BEFORE YOU START: Airgas USA LLC is also known as AGS or US-AG USA or Heritage AL users.. Central Help Desk, or CHD, is Airgas Service Desk responsible for delivering IT support to Airgas End Users during business hours. The following Alizent applications do not fall under the scope of the Airgas SD: ALTO - use KB0010147 - ALTO - issue summary Enterprise Historian - use KB0018645 - ALZ Production Assets - Enterprise Historian If an Airgas user contacts the SD about the above two apps, please proceed as per the application-specific KB articles. STEPS: Business hours support: Airgas standard support, Monday to Friday from 7AM - 9PM ET (6AM - 8PM CST). If receiving a contact from an Airgas user within CHD office hours, transfer the user to the CHD. a) Warm transfer to CHD: +1 610 230 3044 (Do not provide this number to the end users). b) Provide CHD phone number to the user: +1 888 745 0663. Out of business hours support: Air Liquide standard support. DO NOT ASSIGN TICKETS TO BAM-AGS-SD-L1 If receiving a contact from an Airgas user out of CHD office hours, provide assistance to the user as if it were an Air Liquide user, NO EXCEPTIONS. Remote control of Airgas computers can be done by VNC as for any other user! If the application being reported belongs only to Airgas scope, or unsuccessful resolution. If within CHD office hours, transfer the user to the CHD service desk.If out of office hours:1.- Open an incident and document all the needed information2.- From Google/Kite Compose an email and send it to chd@airgas.com providing all the detailed information and mark in copy to the user. Documentation needed [User´s name, user´s callback number, detailed description of the issue or request] 3.- Inform the user that the case has been opened with the Central Help Desk and they will contact the next business day. 4.- On your incident detail that the email has been sent and close your ticket as informative. LOGGING CATEGORISATION: In Business Hours: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Show where to go Request details: For which Topic: IT Manager or related lineExplanation: Redirection to Airgas CHD Support. Outside of Business Hours: Business Service: According to the Issue reported Category: According to the Issue reported Subcategory: According to the Issue reported CI: According to the Issue reported TICKET TYPE: Request or Incident ARTICLE TYPE: FCR In case user is transferred to CHD TEAM: L1</td>
<td>ags, air, air gas, airgas, airliquide, airliquide service, ala, ali, ali ala scope process, alz, alz - ibo am us-ag, am, bam, bam entity, bam-ags-sd-l1, boldizsar, business, calgaz, chd, com, corp, english, entity, gas, heritage, hours, hours support, ibo, llc, model, out, out of business, powell, process, scope, service, standard, standard business support, support, toth@am, us-ag, usa, working, zimbeana</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0015632</td>
<td>Chrome OS - network issue</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>70</td>
<td>Matthew WIDELL</td>
<td>Network / Connectivity</td>
<td>Published</td>
<td>2025-08-06 17:32:13</td>
<td>4</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>GIO - EUS - UWP - Chrome OS</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>24</td>
<td>2025-08-06 17:14:13</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-EUS-SD-GLOBAL-SDA</td>
<td>COUNTRY/REGION:GLOBAL ENTITY:ALL SYMPTOMS: User has network issues with Chrome OS. STEPS Is the device connected to a network? No Try to connect to another networkIf still not working Escalate to Field Services Yes - is the user attempting to access an internal or external resource? External Try to connect to the resource from another device; if it is working Was the device on the Air Liquide network? No - is the network resource accessible from any Air Liquide network devices? No - Escalate to SFR teamYes - is the proxy configured and enabled on the ChromeOS device? Yes - Press CTRL + ALT + T to launch CroSHEnter the command Network_diag --proxy http://gateway.airliquide.zscaler.net:80 --hosts" Was the test successful? Yes - Escalate to Field Services No - Reboot device after if still not possible to connect, escalate to Field Services No - Configure and enable the proxy If the user is still unable to connect Press CTRL + ALT + T to launch CroSHEnter the command Network_diag --proxy http://gateway.airliquide.zscaler.net:80 --hosts" Was the test successful? Yes - Escalate to Field Services No - Reboot device after if still not possible to connect, escalate to Field Services Internal Try to connect the resource from another device Was the resource accessible from the other device? No - Escalate to Resource ownerYes - Reboot the device and try again Is still not working, escalate to Field Services For other issues, please refer to the following website: https://support.google.com/chromebook/answer/6309225?hl=en If you need further information about the process: Contact your SD2 or TL LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Chrome OS Situation: choose accordingly to the issue Category: Network Subcategory: No Internet / Intranet Access Assignment group: Onsite TICKET TYPE: Incident ARTICLE TYPE: Assignment TEAM: OSS</td>
<td>airliquide, boldizsar, chrome, chrome os ; chrome os ; chrome os ; chrome os, chromebook, chromebook issue, com, corp, english, matthew, network, os, toth@am, widell, wifi</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0042772</td>
<td>Google Gmail - How to move mails to a created Label</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>92</td>
<td>Harold OUSSET</td>
<td>Uncategorized</td>
<td>Published</td>
<td>2025-07-30 6:10:01</td>
<td>5</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>GIO - EUS - DWP - MyGoogleSuite</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>37</td>
<td>2025-06-02 17:28:49</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-EUS-GOPS-DWP-L2</td>
<td>COUNTRY/REGION:Global ENTITY:All SYMPTOMS: User would like to redirect automatically all new email from a mail box (shared or normal) to an existing Label STEPS: 1. Click on the Filter small gear in the 'Search in mail' field. 2. Define the mail address that needs to be labelled automatically , please select the Date within as per user desire (1 day up to 1 year) 3.After click on Create Filter and select apply to Label, and choose the desired Label Hint : If the user do not want to see those mails in the Inbox but only in the created label, please tick the option 4. After assisting the user, open an interaction, then open and close a request based on the below LOGGING CATEGORIZATION. In case the user submitted an ESS incident about the issue, please make sure it has the below categorization, then close the ticket as well. LOGGING CATEGORISATION: THIS IS SCENARIO REQUIRES THE OPENING OF A REQUEST. MAKE SURE THAT THE 'REQUESTED FOR' FIELD HAS THE END-USER'S NAME IN IT Request to be used: Google Workspace Assistance Request details: Google app: GmailContext: Assistance with labels In case of blank ESS Incident submitted by the user: Business service: GIO - EUS - DWP - MyGoogleSuite Configuration item: Google Suite - PROD Category: Application Subcategory: Support / Assistance Resolution Notes: Google Workspace Assistance form submitted.</td>
<td>airliquide, boldizsar, categorize, com, corp, created, email, english, gmail, google, harold, how, kite, label, mail, mailbox, mails, move, ousset, rule, toth@am</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0055941</td>
<td>O365 - Office Apps Are Asking To Sign-in</td>
<td>English</td>
<td>boldizsar.toth@am.corp.airliquide.com</td>
<td>34</td>
<td>NaN</td>
<td>Uncategorized</td>
<td>Published</td>
<td>2025-05-23 15:52:11</td>
<td>3</td>
<td>GIO Service Desk</td>
<td>NaN</td>
<td>#########</td>
<td>NaN</td>
<td>GIO - EUS - UWP - Windows OS</td>
<td>NaN</td>
<td>NaN</td>
<td>NaN</td>
<td>8</td>
<td>2025-05-23 15:52:05</td>
<td>#########</td>
<td>NaN</td>
<td>GIO-EUS-GOPS-USER-DEVICES-L3</td>
<td>COUNTRY/REGION:Global ENTITY:ALL SYMPTOMS: This article describes steps to follow whenever a user needs assistance with logging in to their O365 Office apps and how to handle potential issues with the sign-in process. Sign in window: Potential error upon trying to sign-in: POSSIBLE CAUSES: Air Liquide has started pushing the O365 version of Office applications to the computers of some of its users. The apps may require users to sign in, if the computer did not get the right group policy update along with the installation, they might experience an error upon trying to sign in to the apps. STEPS: I. Assisting with signing in: 1. If the user is struggling to sign in to the app because they are not using the correct format, instruct the user to use the following format: Firstname.Lastname@xx.corp.airliquide.com (XX is the domain - AM for North America; SA for South America; EU for Europe and AMEI countries; AS for APAC 2. Ask user to authenticate through OKTA II. Resolving the issue with the error upon login: 1. Make sure the PC is on Air Liquide network (Office network or Ivanti)2. Open CMD and run the following command: Gpupdate /force3. Reboot4 Launch an Office app5. Sign In with Firstname.Lastname@xx.corp.airliquide.com + OKTA (XX is the domain- AM for North America, SA for South America, EU for Europe and AMEI countries, AS for APAC) LOGGING CATEGORISATION: Business service: GIO - EUS - UWP - Windows OS Configuration item: Hostname Category: Application Subcategory: Installation / Deployment Resolution Notes: Assisted user with singing in to their O365 app ARTICLE TYPE: FCR TEAM: L1</td>
<td>365, administrator, airliquide, apps, asking, been, boldizsar, com, corp, disabled, english, excel, feature, has, installation, login, o365, office, office 365, sign-in, signin, software, this feature has been disabled by your administrator, toth@am, word, your</td>
<td>NaN</td>
</tr>
<tr>
<td>KB0053425</td>
<td>BTS - Keepass 2.56 - Can't open KeePass software. Error)
 will be available to secure our fleet of devices. As in the past, we will be ready and make sure that our fleet of Windows devices is running Windows 11 ahead of time. General FAQ Requirements Upgrade Experience 1. General Will all PCs be upgraded from to Windows 11? No, not all PC will be upgraded for one of these reasons: Some PC models are too old and don’t support Windows 11. Some PC models are very old and will be replaced by October 2025. What will happen to PCs that aren’t upgraded? These devices will be replaced with new ones running Windows 11 by October 2025. How long does the upgrade take? It can last from 1 to 3 hours and in rare cases up to 4 hours. It depends on the age and performance of your device. What is the optimal time for launching the update? You can do it at any time using the desktop icon or the pop-up. However it is recommended to run the upgrade at the end of the day. Do I need to be in the office or onsite to start the upgrade? No, you can safely run the upgrade at home. Leave your device plugged in during the upgrade. By when do I need to complete this upgrade? Please find some time before the summer vacation starts for you to complete it. What will happen to my data and applications I use every day? Your data and applications are preserved, so you can continue working as usual after the upgrade. I do not have enough free disk space, what can I do about this? There are several options: Consider cleaning up your personal folders (downloads, documents, pictures, etc.). Upload files to your GDrive and delete them from your computer. Delete temporary files: In the search box on the taskbar, type Disk Cleanup, and select Disk Cleanup from the list of results. Select the drive you want to clean, and choose OK. Under Files to delete, select the types of files to remove. Choose OK. What about application compatibility? According to Microsoft a very high level of application compatibility is expected (99%+) During the pilot phases no incompatible applications were reported. Are there differences between Windows 10 and Windows 11? The first thing you will notice is that you no longer need to enter the 6 digit Bitlocker PIN anymore during the boot process ( the disk remains encrypted). You will also notice that the Interface has changed and that the Start Button is now centred instead of on the bottom left. What if I have a critical issue with an application that was working fine on Windows 10? Contact your usual support and ask them to help you, if a fix is not possible there is still the option to revert back to Windows 10 (This is possible for 10 days after the upgrade is completed). I am experiencing non critical issues after the upgrade to Windows 11. Who can help me? Please contact your usual support and ask for advice. 2. Requirements Disk Space In order to allow to upgrade to execute correctly the PC needs to have at least 42 GB of free disk space (on c: drive) - 18 GB if all Windows 11 upgrade components have been copied to your computer Network The upgrade components will be deployed through any network. There is no need to be connected to the AL network onsite or through Ivanti VPN, a simple internet connection is sufficient to receive the upgrade content. PC/Laptop Model Your device will only receive the offer to upgrade to Windows 11 if the model is supported. Else you will continue to use Windows 10 until your PC gets replaced. Power supply Please keep your device plugged to the power supply during the upgrade process. 3. Windows 11 - User upgrade experience Starting from May 29th the upgrade to Windows 11 will be advertised progressively on PCs which are ready to upgrade. Important: May 29th is the earliest day, you might receive the advertisement later. This information: Is displayed in the system language (if no translation is available, it reverts to English) Is displayed every day at 11:45 am and 3:00 pm local time unless the user starts the upgrade Will not disappear by itself when the user does nothing Button: Remind me later - closes the notification. It will reappear again as indicated above. Button: Upgrade now - will launch the upgrade Alternative upgrade launch option You may choose to launch the upgrade using the DESKTOP ICON. Once you confirm with)
